DAY 1  – 31 JANUARY 2017

Courthouse Hotel Shoreditch, 335-337 Old St, London EC1V 9LL

9:00 - 9:15 Opening Remarks
  • Dale Smith
    Dale SmithDirector of Creation, Bridge Training & Events

An Introduction to Brand, Employee Engagement & Workplace Culture

These opening remarks will offer a light-hearted insight into the challenges and the successes that surround having a great customer experience. Dale will look inside the DNA of companies and the impact that engaged employees have on a great customer experience.

9:15 - 10:00 Keynote Address

An Aerial View of What Shaped the Service Excellence Industry in 2016

Jo is a true advocate for developing a customer experience that aligns with the brand promise of the business. She will take us on a journey through an industry that is in constant flux, with stand out service winners and losers. Leading the charge for building employer brands that build trust and connection to both employees and customers alike. Her straight-talking approach will set the precedent for the day and open the dialogue on the key benefits of developing an engaged workforce and building a culture that promotes service as a vocation.

10:00 - 11:00 Panel Discussion

‘Let’s Build Great Places to Work’

Panellists will discuss their first-hand experience and the key benefits of creating an authentic, employee-driven culture. We will be given a rare, behind-the-scenes look at organisations that have truly harnessed the power of engaged, high-performing employees. From building internal positive communities to ensuring that the values and vision are alive in all aspects of the organisation, engagement is all about an emotional connection to a team, to a manager, and to a company that energises and transforms both the internal and external customer experience.



11:00 - 11:15 Refreshment Break

Grab a drink, snack and network with the crowd.

11:15 - 12:00 Keynote Address

Building an Emotional and Rational Engagement in the Workplace

Developing a team of true brand champions who feel a deeper connection to both the company culture and higher sense of purpose is part of the Lloyds Banking way. David will share the Lloyds unique journey so far, key milestones and results that have transformed the business. It will delve into the importance of connecting to both the Emotional and the rational triggers that drive true engagement. This talk will also look to the future of the business and the great successes that are still to be realised.

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12:00 - 12:30 Round table discussion

Think Out Loud Together

This highly engaging and interactive session will encourage delegates to open their minds and discuss the power and energy that all individuals have to make positive change. It will delve into the role that failure plays in the greatest successes of our times and how leaders can find true resilience within themselves and their teams. To focus on a higher purpose, vision and values allows for a more joyful and authentic person and business to flourish. Everything begins with an idea and every idea is one step closer to building the best ever workforce culture.
12:30 - 13:30 Lunch

A great selection of hot and cold options, and time to network with the crowd.

13:30 - 14:15
  • Eda Colbert
    Eda ColbertHead of Global Brand and Marketing, British Council

    Building a Compelling and Engaging Brand Story

    Employees want to be part of something more and the development of a great brand story gives rise to the personality of the business. This story should be developed to include employee and customer experience stories and the real life that keeps the brand alive. With every great story you need storytellers and leaders to spread the word.
    14:15 - 15:00
    • Nicola Keith
      Nicola KeithHead of National Partnership Management, Macmillan Cancer Support

      Generating positive Employee Engagement through Charity Partnerships

      Connecting employees to a social purpose is both beneficial for the organisation and the charity that they align with. Hear how Macmillan cancer support has tailored partners to help companies utilise the power of social responsibility to motivate and unite employees, whilst also cementing brand values with key stakeholders.
      15:00 - 15:15 Refreshment Break

      Grab a drink, snack and network with the crowd.

      15:15 - 16:00

      Creating Healthy Workplace Cultures


      Resilience in no longer enough – so what next?

      For the past two years Resilience has been a hot topic for many leaders and organisations. Recent studies have

      shown us that it no longer pays to assume that the success of an organisation in changing times is down to the

      science of personal resilience. During this talk Cathy will share her experience of what it really takes to develop a

      healthy workplace environment. Enabling leaders to really take stock of how processes, policies and current working

      practices can cause unnecessary pressure on their teams during times of productive change.

      16:00 - 16:45 Keynote Address

      Looking Through the Lens at Engaging Tomorrow’s Employees and Customers

      Take a journey into the future and explore tomorrow’s workforce culture and how best to engage with talent, vision and customers, whilst combining it into a long-term strategic plan. What changes and challenges will shape the next generation? Will there be harmony on the horizon? With every passing year, we gain insight as with each talk at BridgeCon 2017 – it is now to change the view on what we have learned and how we can utilise it moving forward by developing better experiences that enhance employee and customer relationships.
      16:45 - 17:15 Networking round table
      • Dale Smith
        Dale SmithDirector of Creation, Bridge Training & Events

      Closing thoughts: Reflect, Share and Look at Tomorrow

      Choose a cocktail from the menu and relax with fellow participants to recap the day and collectively share the ideas that are fresh on your mind. This reflection time will allow the thinking space to create a future action plan with like-minded peers and give access to the remaining speakers for those last minute burning questions. Everything begins with an idea and the end of BridgeCon2016 begins the start of taking the ‘ideas of the day’ back to the live environment.