The Future of Digital and Customer Engagement

The World Wide Web is now 25 years old and ‘digital’ affects our business universally. In a recent BDO survey 100%, of councils said they use Twitter, 90% use Facebook, 68% YouTube and 38% Instagram. However only 38% said they had a social media strategy. Do organisations use channels effectively or do they simply amplify messages? Do communicators map customer journeys and create content that meets customer needs? How can organisations better understand the customer experience and devise content strategies that drive better engagement and change?

When: Monday 5th December, 4.00 – 6.00pm

Where: 17th Floor, 64 Victoria Street, Westminster City Hall, SW1E 6QP –  rooms 5&6

Discussing these issues, we put together an expert panel comprising of:

  • Chair, Poli Stuart-Lacey, Head of Communications at Cabinet Office and also co-chair of the GCS Communications Futures Council looking at the emerging innovation and changing landscape.
  • Vaughn Armstrong, Director of Toast Design, leads on Toast Inbound marketing, combining great content creation with market leading technology to support communications and marketing teams.
  •  Darren Caveney, Co-Founder of Comms2point0 and mastermind behind the communications strategy for the multi award-winning Come Back to Nursing campaign, which attracted over 1,500 nurses back to the profession and saving the NHS £90million in the process
  • James Scutt, Head of Customer Value Management at Post Office Ltd and a member of the international advisory board of InMoment
  • Sarah Lay, Associate Editor at Louder Than War and Co-founder of LocalGov Digital – a practitioner-led group with and overarching purpose to raise standards in web provision and the use of digital by councils across the country
  • Jarno Stet, Waste Services Manager at Westminster City Council, looking after its waste management and commercial waste service contracts. The Commercial Waste Service provides waste and recycling collection solutions to a diverse mix of over 13,000 businesses with a £17m annual turnover.