From Service to Strategy: How Customer Excellence Shapes High-Performing EAs
with John Sills

Join Strategic PA Network for an inspiring online session with John Sills, author of The Human Experience and Managing Partner at The Foundation. Discover how the principles of exceptional customer service can be applied to elevate your performance, influence and strategic thinking as an Executive Assistant.

Customer experience isn’t just for front-line teams - it’s a mindset that can transform how Executive Assistants show up as strategic business partners. In this insightful session, John Sills shares real-world lessons from working with brands like Sky, HSBC, and M&S to show how putting the human experience at the centre of your approach can lead to stronger relationships, better outcomes and lasting business impact.

You'll learn how world-class customer experience principles, like empathy, clarity and consistency, can help EAs build trust with stakeholders, anticipate needs, and deliver high-value support with confidence. This is your chance to shift from task-based delivery to strategic influence, using the power of customer excellence to fuel your career growth.

What You Will Gain:

· A Strategic Mindset Inspired by Customer Experience
Understand how top-performing companies use customer excellence to drive success and how you can apply the same principles to your EA role.

· Enhanced Stakeholder Relationships
Learn practical ways to build trust, improve communication and anticipate the needs of leaders and teams.

· Confidence to Elevate Your Role
Gain tools to move from reactive support to proactive contribution, positioning yourself as a strategic enabler within your organisation.

Event Format:

5.30pm - 6.20pm: Informal Networking and Hotel Show Around

6.20pm - 6.30pm: Welcome and Introductions

6.30pm - 7.30pm: John Sills

7.30pm - 8.00pm: Informal Networking

8.00pm: Carriages

Tickets are £25 per person. If you are already a Strategic PA Network member you will have been sent information on how to register.