Nokia wanted customer care to be a key differentiation factor from 2008 with a strong customer service culture. Maximilian Kammerer from Nokia explained how they went about building a community that actually cared about the customer.
Keynote - Maximilian Kammerer - NOKIA Customer Care Learning Journey
Simon, the former Chairman of Adnams Brewery (numerous awards for social and environmental engagement) and now non-executive director of a building society, an arts organisation and an urban regeneration company, shared his experiences on making CSR real. The starting point is to never use that acronym.
Simon Loftus - Corporate Responsibility
Michael Wilks, Chairman of the Representative Body of the British Medical Association, shared some of his experiences of the challenges of leadership, ethics and diversity in the medical world. In the fast moving landscape of the NHS, Michael has faced the challenge of leading in uncertainty: its impossible to have a plan for the unexpected!
Michael Wilks - Leadership and Medicine
What happens in organisations when their environment moves from relative stabiltiy and predictability to one of turbulence, uncertainty and continuous change? Andrew Day from Ashridge Consulting described his experiences of five such organisations and how people reacted to greater uncertainty and change and outlined how leaders can support people to adapt to such environments.
Andrew Day - Leadership in Uncertainty