Please note this article was published before OEE Consulting and gobeyond joined forces to become Gobeyond Partners.

Interested in The Future of Service 2017? Find out more here.

Over 200 delegates from 80 different organisations joined us to discuss the role of people in a world of technology at our latest conference.

With speakers ranging from Rory Sutherland on choice architecture to live demos by Artificial Solutions, we enjoyed a lively debate among the speakers and audience.

I don’t think I have ever heard so many charismatic and interesting speakers in one place – ever.

Malcolm Lambell | Director, Central Application Services, XL Catlin

Kevin Green explored the mismatch between organisations built on efficiency and the customer’s requirements of good service, whilst Stephen Ingledew discussed the role leaders can play to make sure strategy execution has people at the heart of it.

Insights into what sport tells us about business change were shared by Ed Smith, who re-visited the 10,000 hour theory, showing that most people’s understanding of it was incorrect. The key differentiator between players is rest taken during practice, with the best players focusing on two peaks of intense work throughout the day and plenty of down time in between.

Rory Sutherland’s talk covered a number of case studies around behavioural economics, based on the Hamlet quote ‘there is nothing either good or bad, but thinking makes it so’.

Mark Palmer and Chris Hallmark, from OEE Consulting, concluded the day with a case study from Clydesdale and Yorkshire Bank’s innovative B account; explaining how we can now enable effective blending of technology, people and process.

Be prepared to rethink your business model around what the customer really needs and wants.

Mark Palmer | Managing Director, OEE Consulting

The option streams included thought-provoking content on how low-code platforms like MatsSoft can transform your digital offering, the human side of innovation with Lane4, and the new approaches you can deliver using Operating Model Design with OEE Consulting’s a Design of Service Operations approach, developed in conjunction with Loughborough University.

 A fantastic conference. Extremely thought provoking.

Mark Cannons | Managing Director, Continua

We will be sharing edited videos of some of the talks on our LinkedIn page in the new year, and you can also read what conference delegates were talking about on twitter by searching for #TFOS16.

The full programme included:
Machines and the economy
Tanya Beckett | Business broadcaster

Surviving the AI onslaught
Peter Roost | COO, Artificial Solutions

Only your people will make your customers dance
Kevin Green | CEO, Recruitment and Employment Confederation

Technology powering human relationships
Stephen Ingledew | former Managing Director, Marketing, Standard Life

The science of knowing what your finance director is wrong about
Rory Sutherland | Vice-Chairman, Ogilvy & Mather Group UK

What sport tells us about change
Ed Smith | Times columnist and former England cricketer

Technology and business improvement – no longer at war?
Mark Palmer | Managing Director, OEE Consulting
Chris Hallmark | Director, OEE Consulting

Option streams

1. The myths and paradoxes of innovation in a new world
   Alison Maitland | Head of Product, Lane4

2. How to use test and learn techniques for digital innovation
   Martin Scovell | CEO, MatsSoft
   Paul Brewer | Director for Digital, Adur & Worthing Councils

3. How you can turn business strategy into operational reality
   David Stenbeck | Lead Trainer, OEE Consulting
   Jonathan Tidd | Associate Director – Process and Innovation, OEE Consulting