By Tom Boyle, NHS and Mitel User Group Global Board Member
It isn’t every day you talk about customer experience at Wembley Stadium, but on Thursday 5th November that’s where many of us were for CX Vision 2035. I spent most of the day on stage and in and around the Mitel Box, and I came away with plenty to think about, both as a Mitel customer in the NHS and as someone who cares about what our user community gets out of these events.
My morning started with co-chairing Delivering Better Outcomes Through Connected Experiences. Coming from healthcare, I think of “outcomes” as more than a business metric. They’re about patients, staff and the people who rely on us at difficult moments. The discussion kept coming back to one idea: when communications, systems and teams are properly connected, the experience improves for everyone involved, not only the customer at the end of the line.
After lunch I was back in the Box to co-chair Winning Loyalty Through Every Customer Experience. Loyalty is earned in the small, everyday interactions, and it was good to hear people from very different sectors swap honest examples of what builds trust and what quietly erodes it.
Over on the Human Experience Stage, Katie Stabler of Cultivate hosted Paul Hughes and Stuart Aldridge from Mitel for Beyond CX: Why the Future Is “Human Experience.” Their argument was that we’ve spent years optimising journeys and channels, and the next step is to design around people: customers, agents and employees alike. That framing will stay with me.
The afternoon brought two sessions at once. In the Mitel Box, the Consultant Exchange gave consultants a chance to talk openly with Mitel leaders and peers about where CX is heading. Meanwhile, I joined Megan Burns of Experience Enterprises, Sydney Crowley of Cencora and David M Wright of Disruptive Innovations on stage for a fireside chat, Revamping Traditional Healthcare Systems. Healthcare carries a lot of legacy, in technology, in process and sometimes in mindset. It was refreshing to discuss modernisation practically and to recognise that progress depends on people as much as platforms.
What I valued most was what I always value at these events: real conversations with peers facing the same challenges. That is the heart of the Mitel User Group, and days like this are a reminder of why the community matters.
My thanks to the Mitel UK team for the invitation and the space to connect, and to everyone who stopped by the Box. If you couldn’t make it, the MUG team is always happy to connect you with Mitel UK leaders at mitelusergroup@mitel.com, and I hope to see many more of you at the next one.