EXCLUSIVE: British transport organisation First Group will discuss how to engage employees in consumer-facing roles to create a culture that enables an organisation to achieve its business goals at Employee Benefits Connect 2017.
Tim Cowley, people and change lead at First Group, will present a session titled ‘Consumer-centric model: proving engagement metrics and consumer value’, as part of the driving performance conference stream on Wednesday 1 March 2017.
Cowley will showcase a commercial approach to HR, examining how to liaise with customer-facing staff to create an effective organisational culture, as well as utilise employee feedback to help guide business strategy and provide a better service for customers.
Cowley’s session will also address workforce planning and its impact on employee motivation and engagement.
Cowley said: “One of the things I really want to get across is I don’t think [customer culture] is something that we can sit in an ivory tower and design. It’s much more [than that; it’s] something that we need to do in participation with [employees] who are there dealing with customers on a day-to-day basis.
“When you do involve those [employees], they’ve got some fantastic ideas, and also they’re much more committed to where the business is going, and you get that greater level of support and effort because [employees] are bought into what’s happening.
“What I’m looking to do here is step out of our usual HR arena and look at things a little bit more commercially. I’m hoping to encourage some other colleagues within the HR sector to look at things from a different perspective.”
Employee Benefits Connect 2017 will take place on Wednesday 1 March 2017 at Park Plaza, London.