18 March 2008, Central London

Speakers

Harry Cayton OBE, Chief Executive, Council for Healthcare Regulatory Excellence
Patient listener: using feedback to develop the NHS experience
The NHS is leading the way in developing models to encourage and use feedback to improve the patient experience. Harry Cayton, formerly the NHS’ “patient tsar”, will reveal his experience leading these initiatives. Harry will discuss the difficulties of capturing feedback and turning it into an improved patient and staff experience, and explore how organisations can reconcile a communications exercise with the understanding that they might not like the output.

Tormod Askildsen, Head of Community Development, LEGO Group
Building blocks of success: the value of community involvement
LEGO has established itself as an innovative leader in capturing and using the inspiration of its enthusiastic customers to drive innovation. Tormod will draw on his experiences at LEGO, revealing how programmes like LEGO’s highly successful Internet community — where customers can interact with one another through forums, invent new products and receive tutorials — can help develop a thriving and productive customer community.

Ken Keir, Managing Director, Honda UK
Driving innovation: how Honda put the customer at its heart
With a passionate dedication to progression, Honda is acutely aware of the role of the customer in driving the development of its products and services. Ken will discuss how Honda has moved to put the customer at the heart of everything it does, from the utilisation of feedback to improve service at dealership level to using the input of customers to drive product innovation.

Register online or contact David Kershaw on +44 (0) 1235 43 82 40 or at david.kershaw@uk.fujitsu.com