Three UK and Cirrus present at The Agile Business Conference
Amanda’ and Simon’s session, ‘Making customers love us through agile working’, will highlight how developing a more agile, customer-focused culture helped Three achieve record employee engagement scores, record customer net promoter scores, and record profits.
Five years ago, Three UK was the UK’s most complained about mobile operator. In order to transform from a price-led to a customer-led business, they have changed their ways of working and leadership approach. They worked on building empathy with colleagues and customers, developing emotional intelligence and trust across the business. This has created an environment where people take risks and fail fast and learn. Three did the same thing with consumers, refocusing on their core purpose, restoring confidence in the network, breaking the rules of mobile in the UK with free international roaming and free emergency calls as a way to demonstrate empathy with consumers’ mobile lives. The results have been amazing.
During this session, Amanda and Simon will particularly focus on the factors of empathy, ruthless prioritisation and collaboration – three of the key elements of successful agile leadership identified by Simon in his widely-acclaimed book, The Agile Leader.
Following the case study presentation, delegates will have the opportunity to pose questions to Amanda and Simon and to discover more during a facilitated ‘deep dive’.
The Agile Business Conference is a major, two-day annual event which provides a single forum for everyone interested in agile ways of working. Hosted and organised by the Agile Business Consortium and Business Agility Institute, it is now in its 17th year, and is the world’s longest running agile conference.
“Rarely has the case for business agility been so clear,” says John Mark Williams, CEO of the Agile Business Consortium. “Every concept, every principle, every element of organisational performance is being drawn toward the mindset and behaviours that characterise business agility, and with good reason. The environment in which we live and work is volatile, uncertain, complex and ambiguous. Business Agility is the knowledge, skills and attitude to be swift, nimble, responsive and predictive – and it is no longer an option if we want our organisations to thrive. When we look around us, the case for business agility is already made.”