Practical AI, Results-Focused Leadership & People-Led Performance For Measurable Business Results & Transformational Change:
Fresh Tactics To Drive Operational Excellence & Continuous Improvement
9th Annual One-Day Conference & Networking Exhibition | 9th September 2026 | One America Square, London
08.30 Registration, Informal Networking & GIC Opening Remarks
09.00 Morning Chair’s Opening Remarks
Richard Lawrence, Head Of Service Excellence, easyJet
CHANGE & TRANSFORMATION WITHOUT DISRUPTION
09.10 Embedding Operational Excellence Into Large-Scale Change While Maintaining Trust, Pace & Resilience
- Understand why people resist change even when current processes are clearly broken by exploring the psychological, behavioural, and cultural barriers that slow adoption and how operational leaders can design change that feels safer and easier to accept
- Deliver cost transformation without damaging morale or reputation by examining how leaders communicate difficult decisions, justify structural change, and maintain trust with teams affected by reorganisation, automation, or offshoring
- Keep teams engaged during prolonged periods of uncertainty by sharing practical approaches to workforce communication, engagement, and reassurance during offshoring, restructuring, and ongoing transformation
- Learn why successful operational excellence is driven more by effective change management than technical analysis and explore what has genuinely worked, what has failed, and why buy-in accounts for the majority of long-term impact
Baljit Dhillon, Programme Delivery Director, Centrica
09.30 Bonus Session; Reserved For Interact
SUSTAINING LONG-TERM PROCESS EXCELLENCE
DOUBLE PERSPECTIVE
09.45 Lock In Continuous Improvement As A Core Business Capability That Delivers Year After Year
- Anchor process excellence into everyday ways of working so improvements survive leadership changes, restructures and shifting priorities
- Expose why many initiatives fade after early wins and how leading organisations prevent regression to old habits
- Design governance, incentives and feedback loops that keep teams focused on flow, quality and value over the long term
- Equip operational leaders with practical techniques to refresh, renew and scale improvement without creating fatigue
David Anderson, Quality & Business Improvement Director, Network Rail
CULTURE & WELLBEING
PANEL Q&A
10.05 Building The Behaviours, Structures & Engagement Needed To Sustain Operational Excellence & Continuous Improvement
- Move beyond vague commitments to culture and continuous improvement by understanding how organisations translate executive intent into real investment, capability, and behaviours that stick in complex environments
- Learn how operational leaders influence senior stakeholders by framing operational excellence as a strategic enabler rather than a cost centre and connecting improvement activity directly to the problems CEOs, CFOs, and boards care about
- Explore how organisational design, decision-making structures, and ways of working either enable or block collaboration, wellbeing, and performance, and how to diagnose these issues without oversimplifying complex systems
- Create cultures where people feel heard, engaged, and secure during ongoing change by closing feedback loops, involving teams in solution design, and supporting wellbeing across hybrid, distributed, and high-pressure operating models
Geoff Weaver, CFO, Harrods Ltd
Gary McCready, Commercial & Strategy Director – iD, Currys PLC
Sally Dillon, Head Of Operational Change | Investment, Wealth & Retirement, Aviva
Download The Full Agenda
At Global Insight Conferences, we have exciting offers and news about our upcoming events and news that we hope you'd like to hear about! We will use your information to predict what you might be interested in. We will treat your data with respect and you can find the details of our privacy policy here. You can stop receiving our updates at any time.
Get The Full Agenda
Work Email