AWS: Customers Should Always Win
Hotel Café Royal, 10 Air Street, London, England, W1B 5RL
London
Summary
How do you build a culture where the customer is satisfied every single time?
When picking apart the experience that customers have with your organisation, focus for improvement often lands on customer services functions or (nowadays) the digital UX that is offered. Both are easy to measure and are obvious contact points.
A true examination of your customers’ journey, and its potential reinvention, must start with leaders stepping aside and allowing teams to test, learn and experiment across the whole journey. Decisions about the best way to optimise a customer’s experience are almost always more evident closer to the customer, but this involves pushing decisions down, which can be uncomfortable in many organisations’ cultures.
Some very large AWS customers have seen success in implementing the “working backwards process” developed by Amazon, and we will have a customer speaker on hand at our private supper on September 7th to share some key learnings from their journey.
By building a deeper understanding of the entire customer journey, can these meaningful improvements become a source of competitive advantage?
Gordon Weston
VP Engineering Delivery
Merkle Inc.Read Full Bio →
Gordon Weston has over 25 years’ experience delivering data led solutions across large multi-national organizations and small to medium enterprises. He has proven success in defining and implementing cloud technology solutions, creating and managing high performing teams, implementing process improvements and managing program deliveries. Experience across finance, insurance, marketing, print, retail, hospitality and gaming sectors. A huge advocate of continuous integration and automated build process for data, development and machine learning.
David Spencer
Head of Analytics Sales UK
Merkle IncRead Full Bio →
David has strong experience in implementing both business and consumer led solutions, specialising in advanced analytical strategic sales, delivering high return on investment for clients, as well as great relationships.
David works with clients to understand their analytics and data capabilities and identifies how these can be developed to deliver business outcomes. During David’s 16 years in the industry, he has collaborated with clients across numerous sectors, leading strategic and analytical client engagements across a variety of verticals including Finance, Telecoms, Automotive, Technology, FMCG, and Retail.
AGENDA
18:30 Arrival & Welcome Drink
19:15 Guests Seat
19:20 Welcome
Opening comments from AWS Leadership Team
19:30 Opening Comments - Gordon Weston, VP Engineering Delivery & David Spencer, Head of Analytics Sales at Merkle Inc.
20:00 Starters (Topic one - Discussion at individual tables)
20:20 Topic one discussed as a collective
20:40 Mains (Topic two - Discussion at individual tables)
21:10 Topic two discussed as a collective
21:30 Desserts
22:00 Final remarks / Networking
23:00: Event closes
Gordon Weston
VP Engineering Delivery
Merkle Inc.Read Full Bio →
Gordon Weston has over 25 years’ experience delivering data led solutions across large multi-national organizations and small to medium enterprises. He has proven success in defining and implementing cloud technology solutions, creating and managing high performing teams, implementing process improvements and managing program deliveries. Experience across finance, insurance, marketing, print, retail, hospitality and gaming sectors. A huge advocate of continuous integration and automated build process for data, development and machine learning.
David Spencer
Head of Analytics Sales UK
Merkle IncRead Full Bio →
David has strong experience in implementing both business and consumer led solutions, specialising in advanced analytical strategic sales, delivering high return on investment for clients, as well as great relationships.
David works with clients to understand their analytics and data capabilities and identifies how these can be developed to deliver business outcomes. During David’s 16 years in the industry, he has collaborated with clients across numerous sectors, leading strategic and analytical client engagements across a variety of verticals including Finance, Telecoms, Automotive, Technology, FMCG, and Retail.
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