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Event: HR Directors Summit

Equipping the world's most senior HR Directors to make the critical leap from business support function to strategic business leader, through best-in-class practises in HR, work and technology.

Thanks for joining us in Birmingham for our client co-hosted presentation and our roundtable discussion (with 10 lucky attendees).

Presentation title: How did United Utilities deliver 3x better HR service using cognitive knowledge?

31 Jan 14:30 - 15:00.

Hear how United Utilities injected next-generation cognitive knowledge into its HR Shared Service and achieved three key benefits: a dramatic improvement in employee self-service, consistency and HR responsiveness. Kat Dunnicliff, HR Manager at United Utilities, along with Mark White, Enterprise Director at Transversal, show how cognitive knowledge is transforming HR departments to provide employees with a consumer-grade customer service experience.



You can also download the PowerPoint presentation.


Kat Dunnicliff, HR Shared Services Manager at United Utilities
Guest speaker Kat Dunnicliff HR Shared Services Manager at United Utilities

Our guest speaker at the event was Kat Dunnicliff, HR Shared Services Manager at United Utilities.

Kat is an experienced HR generalist with over 17 years HR operations experience, influencing, advising and coaching across many areas of HR including OD specialisms. She has a proven track record of leading important initiatives around organisational and people change.

Kat manages the United Utilities HR Shared Service operation that delivers HR, payroll, resourcing support, advice and administration for 5,300 employees. It has a customer satisfaction rating of 96% and boasts a 99% rating of HR queries being answered within two days.

Mark White, Director Global Sales for Transversal
Roundtable discussion Mark White Director Global Sales for Transversal

The topic for the roundtable was In a business with 1000’s of employees; how can you significantly improve self-service success to enable your HR resource to focus on higher value activities?

Despite investing in HR portals and technology, many companies still find that employees contact the HR department with basic questions, thus preventing HR resources from focusing on more value added activities. This session discusses the barriers to employee self-service and shares experience on how to overcome them.

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