Oracle – Join the Experience Revolution

The charity and public sectors are stretched like never before, with all areas looking at ways of doing more with less. While the technology exists to power 21st Century delivery, the challenge is to create a simple and integrated journey for citizens across multiple channels.

Whether seeking emotional support, money advice, in work support,  renewing a driving licence, confirming a hospital appointment, interacting with the justice system, applying for benefits or any of the thousands of ways the Community and voluntary sector delivers services; what’s clear is that today’s digitally-enabled population looks to the our sectors to deliver the same levels of service as those found in the private sector.

By improving the citizen and customer experience, we’ll explore how charities and public sector organisations can:

  • Drive national and local government agendas
  • Improve their cost effectiveness
  • Gain a greater understanding in the way citizen’s requirements are changing

Patrick Nash will be speaking at the event along with a keynote presentation from Colin Shaw, CEO, Beyond Philosophy and former SVP of Customer Experience, BT. Our partner Deloitte will also be on-hand to share some of its experiences, while the afternoon breakout sessions will include an analysis of public sector case studies amongst others.

Thursday, 18 October 2012
09:00 – 16:30

The Royal Garden Hotel
Kensington High Street
W8 4PT

09:00 – 09:30 Registration
09:30 – 09:45 Oracle introduction
Ian Tickle, Vice President CX & CRM Service, Oracle
09:45 – 10:30 Keynote speaker
Colin Shaw, CEO, Beyond Philosophy
10:30 – 11:00 Platinum sponsor
11:00 – 11:20 Coffee
11:20 – 12:00 Oracle Keynote Speaker
Anthony Lye, Senior Vice President and Head of CRM, Oracle
12:00 – 12:30 CX Customer reference case study
12:30 – 13:30 Networking lunch & CX showground
13:30 – 14:30 Interactive breakout session 1
• Room 1 – Commerce
• Room 2 – Service/Support
• Room 3 – Marketing & loyalty
• Room 4 – B2B integrated sales & marketing
• Room 5 – Public sector
14:30 – 14:45 Coffee break
14:45 – 15:45 Interactive breakout session 2
15:45 – 16:00 Panel discussion and Q&A
16:00 Oracle close

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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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