CXPN Expo

Citizen Experience Partnership Network

18th March, DoubleTree Hilton, Tower Bridge, London

  • Day 1

18 March 2024

  • 8:00 am - 9:00 am

    Main Room

    Registration

  • 9:00 am - 9:05 am

    Main Room

    PNE Welcome & Chair's Opening Remarks

    Rich Corbridge

    Chief Digital Information Officer
    Department for Work and Pensions

    Bridging the gap between Citizen cantered design and public policy. How can digital government connect and empower citizens without leaving the disconnected behind?

  • 9:05 am - 9:35 am

    Main Room

    Opening Panel: Seizing the Opportunity: Putting Citizens First

    Rich Corbridge

    Chief Digital Information Officer
    Department for Work and Pensions

    Priya Khullar

    Director Customer Voice, Experience and Insight
    The Home Office

    Eleanor Brown

    Director of Customer and Communications
    Enfield Council

    James Mitton

    Director - Customer Service Group
    HMRC

    Against the backdrop of the economic downturn and the increasing needs for citizens becoming greater than ever before, requires an honest and radical assessment of the state of service design and improvement. The consequence is that UK i...

  • 9:35 am - 9:50 am

    Main Room

    Headline Sponsor Presentation: Content Guru

  • 9:55 am - 10:10 am

    Main Room

    Dragons' Den - Speed Presentations

    Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challen...

  • 10:15 am - 11:05 am

    Main Room

    Coffee Break and Business Meetings

    10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.

  • 11:10 am - 11:40 am

    Main Room

    Panel Discussion: How do we Co-Design a Unified CX Experience in 2024?

    Rich Corbridge

    Chief Digital Information Officer
    Department for Work and Pensions

    Emeran Saigol

    Operational Director Digital, Customer Experience and Community Safety
    London Borough of Redbridge

    John Drummond

    Deputy Director, and Head of Centre Point
    HMRC

    Meera Nayyar

    Head of Experience
    Department for Transport

    The starting point for any seamless and connected experience is a sound omnichannel strategy that integrates all communication platforms for agents and customers. Co-design creates a more unified view of the customer experience by bringi...

  • 11:45 am - 12:20 pm

    Main Room

    Platinum/Gold Sponsor Presentations

  • 12:25 pm - 1:00 pm

    Main Room

    Embedding Inclusion and customer needs as a service design principle – How psychographic segmentation can improve customer Experience

  • 1:00 pm - 1:30 pm

    Main Room

    Networking Lunch

    An opportunity to connect with your peers and suppliers to talk over the learnings from the event. Lunch is served buffet style and a range of options are available to cater for different dietary requirements.

  • 1:30 pm - 1:50 pm

    Main Room

    Sponsor Presentation - Leveraging Technology

  • 1:50 pm - 2:30 pm

    Main Room

    Interactive Roundtable: The Devil's in the Data

    Data and the coming of the new GDPR legislation will be the bedrock for CX-led design, in these immersive roundtables we explore some of the progress and pitfalls:

    • Measuring Citizen Satisfaction Regularly How can citizen behav...

  • 2:30 pm - 3:30 pm

    Main Room

    Coffee Break and Business Meetings

    10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.

  • 3:30 pm - 4:00 pm

    Main Room

    Panel Discussion: Empowering the Digital Workforce

    Nataša Patterson

    Chief Digital and Data Officer
    London Borough of Lambeth

    Ed Humpherson

    Director General
    Office for National Statistics

    Sarah Williams

    Chief Customer Experience Officer
    Westminster City Council

    The workforce that citizens interact with is undoubtedly the greatest driver of good experiences for public sector organisations, however, a friendly face is simply no longer enough… This session asks how we can empower their greatest ...

  • 4:00 pm - 4:40 pm

    Main Room

    Focus Groups - Accessibility and Inclusion

    Elizabeth Anderson

    Chief Executive
    Digital Poverty Alliance

    Sam Lain-Rose

    Digital Lead for Inclusion and Capabilities
    Kent County Council

    Rhodri Rowlands

    Director of Community and Participation
    London Borough of Barking and Dagenham

    Designing digital products and websites that are accessible to all, alongside writing content for a wide range of abilities and needs. How do we link the inclusion agenda and digital poverty

     

    • Where do we use dat...
  • 4:40 pm - 5:15 pm

    Main Room

    Panel Discussion: Beyond Efficiency - Building Trust and Empathy

    Tina Churcher

    Head of Digital Services
    Driver and Vehicle Standards Agency

    As citizen interactions are micro ‘moments of truth’ for governments, each of these interactions and the corresponding experience has a wider impact on building networks of trust. In this session we ask how Governments can build on p...

  • 5:15 pm - 7:00 pm

    Main Room

    Networking Drinks Reception

    Networking sessions – throughout the event we host a networking lunch as well as a drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event.

  • 4:00 pm - 4:40 pm

    Focus Group 1

    Equality

  • 4:00 pm - 4:40 pm

    Focus Group 2

    Digital inclusion: Empowering residents to engage digitally as we transform public services

  • 4:00 pm - 4:40 pm

    Focus Group 3

    Enhancing Engagement

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Citizen Experience Partnership Network

18th March, DoubleTree Hilton, Tower Bridge, London