Mark Gait, Director of Customer Service at O2 (Telefónica) UK
Our world of work has changed. The pandemic has accelerated the implementation of homeworking strategies, previously considered too challenging for many organisations. As we enter this next phase, the focus is returning to efficiencies, service improvements and providing great customer experiences.
Mark will explore ‘The future of work’ as we begin to investigate the options of new operating models as we come out of the crisis and build our offering for the future.
Ross Vincent, Head of Workplace Pensions & Jade McKenzie, Vulnerability Lead, Lloyds Banking Group
Ross leads a team of 300 colleagues who support customers in planning for their retirement. He will explore some of the successes and challenges experienced as a result of the pandemic and how these have impacted colleagues in the business. Jade will share some of her experiences dealing with vulnerability on the front line and the work she is doing to help customers move towards digital.