Building the Business Case for Culture

Bridge Annual Industry Conference

Conference 26 February 2019 | The Courthouse Hotel Shoreditch | EC1V 9LL London

Bridge Conference

This is no ordinary conference - the delegate experience is our top priority.

Linking Employee Engagement and the Customer Experience as One.

Hear from top speakers and well-known brands on case studies and best practice in various industries. We have gathered speakers from organisations well known for their culture and employee experience and asked them how they did it.

About the conference

Focusing on culture is paramount as we move into an era where several generations, with varying differences in communication styles, will all be sharing the same workplace. This event will delve into the power that brand and delivering a great customer experience has in building long-term sustainable success and developing great places to work.

At this event, we will explore the challenges, the strategic approach needed and the success stories of companies that have created amazing company cultures. Throughout the day we will explore the intrinsic link between happiness and engagement in the workplace to that of building profitable and customer-driven businesses. It will also counter this profitability with the ethical and the social responsibilities that companies should take over the wellness of their employees and how they unite them together with one common purpose.


Dale Smith

Creative Director




Becky Thoseby

Group Head of Wellbeing

Department for Transport


Ben Gateley




Liz Pannaman

Organisational Development Specialist - People Transformation- TfL


Christina Liciaga

Head of Customer Service



Myra Cooke

Head of Performance Talent & Development- Virgin Atlantic Airways



Jonny Gifford

Senior Advisor for Organisational

Behaviour, CIPD


Helen Watson

Senior Strategist

Ogilvy Healthworld


Tim Pointer

HR Director

Dixons Carphone


Maggie Tambe

Head of Customer Relations



Don Hales

Founder & Chairman

Awards International






Chieu Cao

Co-founder & CMO



Elizabeth Hampson

Director, Health Strategy Consulting



Philip Luce

Hospital Director

Bupa Cromwell


Simon Lewis


Eau Palm Beach


Chloë Marsh

Group Head of Engagement & Communications- RHP


Value from the day


Learn from amazing brands about their culture


On the day you will have the chance to network with great personalities from different industry

Having fun

We can guarantee you that you will remember this day! We love to keep our conferences real and fun!

Conference agenda

Optional Next Day Workshop


Reception and Registration

Help yourself to some tea or coffee before starting the day and join all the delegates in the main room. Take a seat and get ready for an amazing day.


Opening Remarks

We set the pace for the day in this lively and interactive welcome to the event. Delegates will have the opportunity to meet each other and outline what they wish to achieve from the day.

Dale Smith, Bridge


Keynote Address: Connecting an engaged and inspired team to the delivery of an amazing customer experience

Known for their award-winning customer journey this is your opportunity to see behind the scenes at the employees that drive the experience. It will showcase how best to empower a team to deliver on the brand promise, whilst exploring the intrinsic link between an organisations culture, delivery of an outstanding customer experience and ROI.

Christina Liciaga, HSBC Bank UK


Stronger Together: Making 1+1 = Better Business Culture

Tim Pointer has repeatedly led the merger, acquisition and launch work involving big brands. This case study will explore how to lead the successful merger and development of business cultures. It will explore the learnings and missteps experienced, and will address how to balance yesterday’s heritage with tomorrow’s performance.

Tim Pointer, Dixon Carphone


Refreshment Break


Panel discussion: Engaging Employees with the Higher Purpose of the Business

The panel discussion will see three outstanding organisations open up their doors to the amazing cultures that support their businesses. It will look at the important role that all employees play in delivering an outstanding customer experience and share their journey to putting in place a business case for culture.

Panel chairman, Ben Gateley, CharlieHR

Liz Pannaman, TfL

Phil Luce, Bupa Cromwell Hospital

Chloë Marsh, RHP



Following lunch delegates will have the choice between two streams.

Stream One:

Business Transformation

Chaired by
Don Hales


Taking employees on a value-based journey of engagement

This talk will be a case study of a successful employee engagement programme. It will look at the difference between training and an internal campaign over an extended period of time.

Chieu Cao, Perkbox



Transformation- five years on

Five years on after the transformation from the Ritz Carlton to the now independent boutique Eau Palm Beach Resort and Spa, Simon will journey through the building of a new value-driven culture and give proven tips on how to ensure it is sustainable and inspired to offer an Eaumazing customer experience.

Simon Lewis, Eau Palm Beach

To be confirmed


Stronger together – the coming together of two cultures

This will be a case study exploring the journey of a successful merger of two company cultures. It will explore the do’s and don’ts learnt. Bringing together different organisations or teams will come with its share of challenges but when done right – success.

Maggie Tambe, Peabody Trust

Stream Two:

Wellbeing & Performance

Chaired by
Helen Watson


Putting mental health on the company and culture agenda

The Stevenson-Farmer Independent Review into Mental Health in the workplace was commissioned by Theresa May in 2017. The review aims to understand how employers can better support all individuals in employment, including those with poor mental health or wellbeing. This talk will look at this hard data that sheds light on the business case for investment when supporting employees in the workplace.

Elizabeth Hampson, Deloitte

To be confirmed


Turning the tables on engagement –3 strand model for doing wellbeing on a budget

Becky will take us on her learning journey of how best to link the wellbeing strategy with the organisational vision. She will outline the importance of a senior level sponsor, communication and listen to the culture.  She will leave us with a clear and easy to implement model.

Becky Thoseby, Department for Transport


High Performance is More than Just Objectives and Development Plans

Going beyond wellbeing Virgin Atlantic empowers its people to build their strength, energy and resilience, creating the right environment to flourish and deliver results, even in the most challenging of times.  It means consistently and reliably operating at their best through the building of internal resources (personal capacity) to deliver results even in the most challenging times. Myra will discuss its internal people initiative to create a Flourishing workforce and the impact this has had on the increased capacity and resilience to deliver the future strategy. Going deeper than fixing what’s on the surface, Virgin Atlantic connects at the human level and to the heart of its people through loving more fully, doing good work, living in line with your true nature and what’s important to you – Be Yourself, and making the world a better place.

Myra Cooke, Virgin Atlantic Airways

To be confirmed


Refreshment Break


The Human Element- The Evolution of Culture

This interactive exercise will energise delegates and bring light on a new perspective of company culture. It will look through the lens of history at what makes a successful culture and how communities are best formed. It will put a human face on business and give evidence of when working together we can make proactive and supportive teams united with one common.

Dale Smith, Bridge


Good Work Now, and in the Future

This talk will look at fundamental aspects of what it means to have a good job and link this to the future of work. For example, we will consider evidence on social cohesion in the workplace as well as skills in job design and career development. At a deeper level we will look at the sense of meaning or purpose we get from our work, how such factors will change as emerging technologies become more present and what employers can do to protect job quality.

Jonny Gifford, CIPD


Closing Remarks


Networking Reception


Interactive Workshop

This interactive session will have delegates working together to utilise the Bridge Values in building their own transformation campaign. Participants will explore what makes a great culture that is focused on delivering an authentic and stand out customer experience. Its aim is to give practical strategies and takeaways that can be easily implemented back in the workplace.

Building on the learning from the conference – this is a great opportunity to share ideas and thoughts with peers in a collaborative and focused environment. The group will be divided into sub-teams in which they will agree on a vision and personality for the culture that they wish to strive for. From here the task at hand will be to put in place the strategy that will bring life and sustainability to their culture.

To assist in building the business case for culture, the Bridge Values will act as a guiding roadmap as teams delve behind the words to create a deeper, more practical meaning and demonstrate the impact that they have when brought to life. These are not just Bridge Values as they are key to the success of all organisations when developing an engaged and connected team.

Finding the human element in how success can be demonstrated through the act of leadership, their style and in the activities that they introduce to the culture will all need to be considered.

Time to build your own case using:

Celebrating Uniqueness Always - Be unique: celebrate difference and recognise the special.

Keeping it Real And Fun - Be fun: enjoy life but stay humble

Inspiring Collaborative Energy - Be collaborative: dedicate your energy to working purposefully together.

Pushing Creative Boundaries - Be creative: Use your inventiveness to imagine the innovative and original.

Sharing Knowledge Openly - Be knowledgeable: Strive for continuous learning and sharing with an open mind.

End of Day

At the end of the day, following several interactive exercises and strategy sessions, teams will then present their strategy to the entire group.

Yes, there will be prizes!



The Courthouse Hotel Shoreditch
335-337 Old St
London EC1V 9LL
+44 (0)207-720-9933

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