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Managing Engagement: Enhancing the Customer Experience

19 January, 2016, 7:45 am - 9:30 pm

Businesses have to ‘engage’ a number of different stakeholders including customers, clients and suppliers. The term ‘engagement’, however, can mean many different things and confusion in how the term is used can lead to miscommunication and lost opportunities.

In this, the first breakfast event of our 2016 programme, we’ll be exploring what it means to ‘engage’ customers to enhance customer service and improve the relationship between businesses and their customer base. We’ll be exploring ideas around behaviour (what do you want your customers to do?), relationships (what kind of response to your staff, company, service or product do you want customers to have?) and value (what do you want your customers to give you?)

Using insights from how film and television content works to engage audiences, this talk will help businesses define the specific kind of experience that they wish to create for their customers.

The programme:

07:45 – 08:10 – Registration, breakfast and networking
08:10 – 08:15 – Welcome and introductions
08:10 – 09:00 – Dr Elizabeth Evans
09:00 – 09:10 –  Q&A
09:10 – 09:30 – The Shop Window
09:30… Networking – for those that want to stay on

The Shop Window:

The Shop Window is your chance to take the floor to make a brief presentation to the room about something you are looking for help with.

From the University? If you have a business-facing project or want to work with local small and medium-sized businesses as part of your research, this is your opportunity to make contact with business owners. Our network members are already interested in what happens at the University and may be interested in participating with your initiative.

From a business? Sorry, but the Shop Window isn’t the time for a “60 second pitch”. Feedback from our network members tells us that our businesses want something different from Ingenuity. But it is your opportunity to do some research of your own: request volunteers for new product or service trials, ask if anyone has any recommendations for difficult-to-find suppliers, or simply share some news that the audience might not find out about otherwise.

If you would like to participate in the Shop Window click the link below for contact details.


For more information and to book for the event, please visit Ingenuity, The University of Nottingham.


19 January, 2016
7:45 am - 9:30 pm


The University of Nottingham


Sir Colin Campbell Building, University of Nottingham
Sir Colin Campbell Building, Triumph Road
Nottingham, Nottinghamshire NG7 2TU United Kingdom
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