Jo is a regular speaker on customer experience in the following areas:

  • What makes a great customer experience?
  • Creating a customer mindset (harnessing data and technology)
  • Driving the internal change to deliver a great customer experience

Jo also delivers lectures on Customer Experience for the online training resource: theheadsup.network

Jo is regularly invited by Accenture as a panel expert in their Innovation Centre, London.


Previous engagements include:

November 2019 – Big Data London

About Event

What makes a great customer experience and who does it well? What role do data and technology play in transforming the customer experience? How can businesses harness these capabilities to transform the experience for their customers and drive value to the bottom line?

In Jo’s session she will give an overview of the building blocks you will need to create great customer conversations, as well as suggestions on how to get started. She will share learnings from her own experience of leading a major transformation experience at British Airways that delivered personalised interactions at scale across the airline’s multiple interactions with customers in multiple channels.

View Event Details

Exeter University MBA – Business Analytics Module
Session Title: The Art of Customer Conversations
Session Synopsis:
What makes a great customer experience and who does it well? What role do data and technology play in transforming the customer experience? How can businesses harness these capabilities to transform the experience for their customers and drive value to the bottom line?

Corinthia Hotels Senior Management Conference: Customer Insight for Uplifting Experiences

Memcom Conference: Creating Loyalty through Customer Experience

Pega Customer Engagement Summit – Paris: The Art of Conversation (Customer Engagement Sumit Paris 2019)

Arriva Senior Management Conference: Driving Customer Centric Transformation

Exeter University – MSc in Data Science: Making Data Personal

Direct Marketing Association: Driving customer engagement through data driven personalisation

Pega Customer Engagement Summit – London: Delivering personalisation at scale

Testimonials

Iain Jago, Group Finance Director, Arriva Group:

“Jo did an amazing presentation at the Arriva Group Senior Management Team on the topic of Customer Experience Transformation. It was an incredibly thought provoking and inspiring presentation that generated conversation and commitment, throughout the conference and afterwards.”

Sarah Brooks, Partnership Development Officer, Exeter University:

“We were very pleased to invite Jo to join us for a guest lecture on our MSc Data Science (Professional) programme at the University of Exeter and look forward to her return visit. She was an engaging speaker, and obviously an expert in her area with a wealth of knowledge. Our professional students were very interested in Jo’s experience, and Jo answered their questions keenly.”

Rebecca Mitchell, Senior Lecturer, Business Analytics, University of Exeter Business School:

“Jo’s talk was pitched perfectly for The Exeter MBA students – interesting, informative and relevant. Focusing on customer experience but including broader topics on data, analytics, technology and culture change resulted in interest from students with diverse backgrounds. Jo engaged with the audience effectively, and handled a wide range of questions confidently and clearly.”
Public Speaking
Corinthia
Pega London
Public Speaking
Public Speaking