CUSTOMER SERVICE AND OPERATIONAL …...customer service to a new level. 5. Best new digital tool Awarded for the most innovative digital tool for customer service, launched to the

LeasingWorld

ASPIRE TONEW HEIGHTS

CUSTOMER SERVICE AND OPERATIONAL EXCELLENCE EVENING Celebrating the Top Ten achievers in outstanding customer service and operations in the asset finance industry

INFORMATIONBROCHURE

Headline Sponsor

Gold Technology Sponsor

A very special new achievement recognition event has been created for the asset finance industry.

The “Leasing World Service and Operational Excellence Evening 2019” willbe celebrating Top achievements in outstanding customer service andoperations in our industry. In the banking and business finance world today, there is no doubt that a key theme on management’s lips is that of customer service, referred to in many ways such as “outstanding customer journey”, “easiest to do business with”, “best customer engagement and loyalty”, and “excelling above and beyond”.

To achieve the highest levels requires immense effort, focus on nurturing the right company culture, and utilising the very best that technology has to offer to achieve innovation and positive business change.

Why are funders embracing these ideals? Clearly because it is the way to stay ahead in an increasingly competitive environment, by having the best customer engagement, customer retention and customer loyalty.

But it is more than that, it is also the way to inspire and show recognition for the performance, expertise and loyalty of the industry’s own staff, of their specialist teams, and the next generation of budding industry leaders.

Sky garden

For

Leasing world

07.05.18

Your private reception

and dinner

We are delighted that you are considering Sky Garden for your upcoming

reception and dinner event.

Spanning three storeys, 155 metres above the city, Sky Garden is one of

the most unique rooftop locations in the capital. Renowned for its

beautiful landscaped gardens, innovative architecture and unrivalled

views, Sky Garden is the perfect venue to wow your guests.

For between 120-150 guests we can offer the beautiful Fenchurch

Restaurant for your arrival drinks reception followed by dinner in the

stunning City Garden located on Level 36.

On arrival your guests would be guided from the entrance to Fenchurch

Restaurant and Terrace on Level 37 which would be privatised for your

event. Please kindly note that the Fenchurch Restaurant and Terrace will

return to the public after 20:00pm.

CitY garden dinner

The OppOrTuniTy

The ChallengeThe challenge is open to direct and broker funders who take a customer-centric approach to business: putting end-users and intermediaries at the centre of their business. Funders are invited to enter a range of categories, allowing them to nominate their teams, departments, and individuals for recognition.

The categories are as follows:

1. Top use of customer feedbackAwarded for the customer feedback programme that most effectively collects the voice of the customer, develops valuable insights from feedback, and applies those insights to influence decisions and achieve positive business change. What we’re looking for: Initiatives that use customer feedback in various forms (structured and unstructured, solicited and unsolicited) to drive change in the organisation. Approaches to ensure that decision makers act on feedback, as well as solutions to measure and analyse customer sentiment.

2. Top in customer engagementAwarded to the organisation with the best approach to building, and maintaining relationships with end users or intermediaries. What we’re looking for: Approaches that bring the company closer to its customers. Programmes that generate trust and loyalty by making external partners and end-users an integral part of the business.

3. Top customer-centric cultureAwarded for the programme or initiative with the

greatest success at embedding customer-centricity in the company’s culture. What we’re looking for: Initiatives that shape the culture of the organisation through hiring, training, communications, rewards, recognition, and celebrations of customer centric behaviour.

4. Best use of technology for service excellenceAwarded to the organisation with the best implementation of technology to support customer service. What we’re looking for: Use of technology in any part of the organisation to enable the company to elevate customer service to a new level.

5. Best new digital toolAwarded for the most innovative digital tool for customer service, launched to the asset finance market during the last 12 months. What we’re looking for: Innovative digital tools, apps, and resources that transform the experience of end-users and/or intermediaries.

6. Top customer journey designAwarded to the organisation that transforms its end-users’ or intermediaries’ journeys, to deliver a superior experience. What we’re looking for: Initiatives to design products, policies, channels, interactions, and processes, across end-to-end customer journeys, to deliver greater value, improve ease of doing business, and offer a better emotional experience for end-users and/or intermediaries.

7. Outstanding operations teamAwarded to the department or team that

demonstrates the most dedication to driving up standards in customer service.What we’re looking for: Teams that go above and beyond to raise the standards in customer service in their organisations, applying creativity and passion in their approaches to drive company-wide change.

8. Top Broker/Funder Partnership modelAwarded to the organisation whose model demonstrates the most outstanding collaboration with brokers, leading to service excellence.What we’re looking for: Organisations that are genuinely committed to collaborative partnerships with brokers (in general, not specific brokers).

9. C.O.O. of the YearAwarded to the C.O.O. who has done the most to raise the bar on service excellence.What we’re looking for: A Chief Operations Officer who combines vision, customer focus, operational excellence, technology, and innovation to lead a customer-centric organisation.

The winner in each category will receive a prestigious Best In Class trophy. At the judges discretion, other entrants in each category may be singled out for a Special Commendation. The judging panel will consist of asset finance industry experts, together with established SME group, and Customer Service group advisors. The judges will assess the entries in each category according to clarity of approach, business results achieved, impact on end-users’ or intermediaries’ experience, degree of differentiation, and lessons learnt.

THE VENUETo recognise the importance of the event, and noting that many of the individuals and teams entering will be of the millennial generation, Leasing World has selected a venue that is considered both a landmark building, and an exciting “experience” in its own right.

“The Walkie-Talkie” 20 Fenchurch Street City of London

The Sky Garden, spanning the building’s top three storeys, the 35th, 36th and 37th floors, is 155 metres above the City, and gives a very special view across London’s skyline, both in the setting sun of a May evening, and when glitteringly illuminated after sunset.

The Welcoming Drinks Reception will be held in the sublime Restaurant and ter-race that overlooks some of the best views of a major city anywhere in the world. The ensuing dinner is in the City Garden, which yields another marvellous view, this time towards The Gherkin and beyond.

EVENING PROGRAMME 18:30 Bubbly Terrace Reception overlooking City panorama20:00 Starters20:30 It’s the Team – Motor racing sensation Jamie Chadwick interview20:45 Dinner Main Course21:30 First round of Trophy winners21:45 Dessert, Coffee and petit fours22:05 Final round of Trophy winners22.30 After dinner celebrations in City Garden reserved area

Dress code: Business attire

FRONTLINE TABLE (only two left) for 10, £3450 (includes 2 bottles of Champagne & 10 premium beers on ice)

GOLD TABLE (only eight left) for 10, £2950, or £295 per place (ex VAT)1

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The FlOOrplan