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FRIDAY 28 NOVEMBER 2014VICTORIA PARK PLAZA, LONDON

Inspiring change to drive customer and employeeengagement, performance and profitability

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CLICKTOOLS BOOTH #14 in Beatrice 2

The Summit this year draws on thesuccess of our first two Summits and isbigger and better than ever, with morestreams, more speakers, more casestudies and more opportunities for highlevel yet informal networking. Case study presentations and speakers atthe Summit this year include BritishAirways, Ladbrokes, Yorkshire Water,M&S, Home Retail Group, Argos, Maplin,Air France, Engage Mutual, CharlesTyrwhitt, TCS, Barclays, Domino’s Pizza,Miele, O2, Fidelity, BT, Thresher andGlenny, Barclaycard, DFS, Nationwideand more.

New for 2014 are a series of roundtablediscussions that will dig deep into thechallenges and opportunities in the fastchanging worlds of employee andcustomer engagement and experience.These roundtable discussions aredesigned to add another dimension tothe Summit and to enhance our offeringto delegates and sponsors alike.

The Customer Engagement Summit hasgained a reputation for delivering worldclass content over the past few years andonce again as you can see we have amouth - watering roster of case studypresentations for delegates to enjoyalongside economic analysis, latestconsumer research, high level paneldebates, great networking opportunities,and a splash of entertainment to endthe day.

This year’s Summit will reflect andhighlight the sheer pace of change in ourincreasingly digital economy - wheretechnology is driving rapid changes incustomer behaviour and whereorganisations will need to transformthemselves in order to engagesuccessfully with our always connectedcustomers.

This is underpinned by a growingrecognition at board level that our peopleand our customer relationships are themost critical areas for future businesssuccess.

There is also increasing awareness thatthe old silo mentality is no longer fit forpurpose as organisations need tocommunicate and co-operate acrossdepartments as they strive to keep upwith the expectations and demands oftheir customers.

The chief aim of this Summit is fordelegates to go back to theirorganisations armed with all the tools,strategies and techniques they need todeliver successful employee andcustomer engagement strategies overthe long term to create and maintainsustainable competitive advantage. Havea great day.

Steve Hurst, Editorial DirectorEngage Customer

A very warm welcome to thethird Customer EngagementSummit, the only joined-upcustomer experience event todrive successful customer andemployee engagement strategiesfor organisations looking to improve customerexperience and retention, employee engagement,business performance and profitability

4 Floor Plan

5 Agenda Summary

6-17 Agenda

18-19 Rountables

21-27 Sponsors

29 Exhibitors

31 Partners

37-38 Feature

WELCOME

CONTENTS

3CUSTOMER ENGAGEMENT SUMMIT 2014

Steve Hurst - Editorial [email protected]: 01932 506 304

Nick Rust - Sales [email protected]: 01932 506 301

Chris Wood - Managing [email protected]: 01932 506 303

Rachel Blake - Marketing [email protected]: 01932 506 302

Kelly Frazer - Conference [email protected]: 01932 506 305

Fiona Forbes - Event [email protected]

Dan Keen - Delegate [email protected]

Jason Appleby - Graphic Designer

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGThe Customer Engagement Summit is organised by Engage Customer. Join engagecustomer.com (free membership) andreceive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more.

#EngageSummitswww.engagecustomer.com

Victoria 2

BusinessCentre

Victoria 1

Beatrice 1

Beatrice 2

CateringStation

Catering

Cloakroom

RegistrationLifts

Entrance Entrance

Stairs toReception To Lift

Stage

TheHelpDesk

Lobby

Stairs toReception

To Lifts

Edward Suites/Roundtables

ROUNDTABLES

EXHIBITORS

LOWER LEVEL 1

LOWER LEVEL 2

1 Aspect Software2 eDigital Research3 Verint / KANA4 Ember Services5 Pitney Bowes6 Interactive Intelligence7 Trustpilot8 WNS9 NewVoiceMedia10 Grass Roots11 Nunwood12 NICE Systems13 Confirmit14 Clicktools15 Adetiq

Partners16 The Peer Awards17 Professional Planning Forum18 C3Partners19 UKCCF20 Call Centre Management

Association

1 The Peer Awards2 The Innovation Awards3 Aspect Software4 Zendesk5 Nunwood6 C3Partners7 NewVoiceMedia8 Merchants

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5

67

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9 10

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1 3 5 72 4 6 8

16 17 18 19

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FLOOR PLAN

4 CUSTOMER ENGAGEMENT SUMMIT 2014

08:00 Registration and Coffee

13:00 Lunch

15:00 Coffee

PLENARY KEYNOTES: Victoria 1 & 2

09:00 Welcome and opening remarks: Mike Havard, Director, Ember Services09:10 Economy Keynote: Louise Cooper, Independent financial analyst, writer, Times Financial Columnist and Broadcaster09:40 Keynote: The link between employee engagement, customer engagement, performance and profitability:

Richard Bandell, CEO, Grass Roots, Andrew Stephenson, HR Director, DFS10:10 Keynote: In search of customer experience excellence: International best practice in 2014

David Conway, Chief Strategy Officer, Nunwood

10:40 Coffee

Victoria 1 (Chair - Mike Havard, Director, Ember Services)

EVOLUTION OF VOICE OF THE CUSTOMER11.00 Clicktools Case Study: David Jackson, CEO, Clicktools11.20 Customer Service Transformation at Home Retail Group:

James Leech, Service Lead, Argos Customer Services, Home Retail Group

11:40 Bringing a low effort customer experience to life:Tracy Sheldon, Head of Ops Support, Ageas Retail Direct

OUTSOURCING CUSTOMER SERVICES12:00 Love My Brand! - How blurring the lines between you

and your outsourced partner can deliver exceptional customer experiences: George Todd, Managing Director, Merchants

12:20 Business Case for Impact Sourcing:Gareth Pritchard, CEO, BpESA

PANEL DEBATE12:40 Customer Experience in Outsourcing:

Peter Ryan, Principal Analyst - BPO, OvumMark Hillary, Outsourcing specialist, globalisation author and blogger

Victoria 2 (Chair - Justin Hunt, Founder, Social Media Leadership Forum)

EMPLOYEE ENGAGEMENT11:00 Voice of the Customer Programmes: Your Key to Employee

Engagement Lee Mostari, Director, Transformation & InsightsConsulting and Product Marketing, NICE Systems

11:20 Joining the dots to have a 'Whole Person Approach' at work:Nupur Mallick, Director HR, Tata Consultancy Services (TCS)

11:40 “The Difference is You” How Argos help their Colleagues & Customers prepare for the digital store: Lucy Crowther, Head of retail HR, ArgosStephen Hewett, Founding Partner & Director, C3

DIGITAL CUSTOMER ENGAGEMENT12:00 Harnessing the power of digital to deliver a seamless

and personalised customer experience:Megan Neale, Transformation Strategy & Operations, HGS Europe

12:20 Digital Customer Engagement - Think it, do it, be it:Vicky Godolphin, Head of Digital, Accenture Ireland

PANEL DEBATE12:40 Digital Customer Engagement Panel Debate:

Ross Sleight, Chief Strategy Officer, Somo (Chair)Pratick Thakrar, Founder & Managing Director, Inspired MobileAlex Meisl Chairman, Sponge & WiForia LtdPaul Hughes, Head of Social Engagement, Telefonica O2 UKEdward Mason, Director, Thresher & GlennyLaura Birch, Social Media Manager, Barclaycard Europe

MULTICHANNEL CUSTOMER ENGAGEMENT14:00 Top tips for building a successful multi-channel VoC programme:

Claire Sporton, VP, Customer Experience Management, Confirmit14:20 Empowering Customer Service Personnel and Using Customer

Feedback to Facilitate Change to Improve the Bottom-line:Mathis Wagner, Head of Customer Services, Charles Tyrwhitt

14:40 In the age of digital disruption, multi-channel gives our customers what they want: Laura Jamieson, Director, Head of Customer Experience Improvement, Barclays

CUSTOMER ENGAGEMENT14:00 Driving Customer Satisfaction through Employee Engagement:

Peter Wilson, Consultant, VerintWarren Tait, Customer Services Director, Neopost

14:20 The London 2012 Customer Experience and beyond:Heather McGill, Director/Owner, Experience 360

14:40 Engage Mutual Case Study - Creating commercial value through customer benefits: Peter Burrows, CEO, Engage Mutual

RETAIL CUSTOMER ENGAGEMENT15:30 Building a customer feedback programme to deliver

results - eDigitalResearch and Ladbrokes case study: Derek Eccleston, Commercial Director at eDigitalResearch

15:50 Domino's Pizza Case Study:David Wild, Chief Executive, Domino's Pizza Group

16:10 “You are what you do” – the importance of Value based customer experiences:Richard Stollery, Head of Customer Sales and Service Centre Transformation, Marks & Spencer

CUSTOMER ENGAGEMENT IN CONTACT CENTRES16:30 The ideal contact centre – the place where everything

comes together: Gerhard Heide, Director Global Market Strategy, Pitney Bowes

PANEL DEBATE16:50 Future of Contact Centres Panel Debate: Dr Nicola Millard,

Head of Customer Insight & Futures, BT (Chair) Vanda Nena, Social Media Servicing Supervisor, Air France; Jo Storey, Head of Customer Performance, Barclays; Gerhard Heide, Director Global Market Strategy, Pitney Bowes; David Joel, Enterprise Business Development, Deluxe Laboratories

FINANCIAL SERVICES CUSTOMER ENGAGEMENT15:30 Bucking the Trend in the Finance Sector - how CaaS raises the

bar in Customer Service ExcellenceSharon Field, Managing Director and Founder, Fortalis

15:50 How employee engagement impacts customer engagement, performance and profitabilityPeter Sinden, Director of Sales & Service, LV=

16:10 Connecting our people to the daily lives of our customers:Sean Risebrow, Director of Customer Experience, Fidelity

SOCIAL CUSTOMER ENGAGEMENT16:30 ‘Social Retail Case Study- Maplin Electronics’

- Tweeting from the shop floor:Pete Doyle, Founder & CEO, Social Retail Group

PANEL DEBATE16:50 20th Century thinking is dead: why the information

revolution means you need a new plan: Ben Stockman, Founder, SXSELondon (Chair) Jon Morter, Award-winning social media community specialist and speaker; Andrew Walker, Digital tech entrepreneur, creative director & data geek; Mevan Babakar, internet native, a talented content creator, and a digital activist, SXSELondon; David Angell, SEO & Wordsmith Digital Director

17:30 Entertainment and Networking Drinks Party - iPad Draw: Sponsored by HGS - Featuring Comedian, Simon Evans

Roundtable Programme from 11:00am to 17:10. 8 tables, 40 minutes sessions. For details see pages 18-19Agenda details on pages 6-17

AGENDA SUMMARY


Victoria 1 & 2

Plenary09:00 Welcome and opening remarks

Mike Havard, Director, Ember Services

Mike has had 25+ years in customermanagement strategy, operationaldelivery and leadership roles, withorganisations including BT, TDG, Sitel,CM Insight and Verint. He is currently adirector of Ember Services, a strategic

customer management consultancyfocused on financial and performance

analysis to support customer operations strategyand investment - helping organisations to determine ‘whatbetter is’ and being unashamedly financial in perspective. Healso sits as Non-Executive Director on the Boards of othercompanies in the customer management arena, coveringanti-fraud technologies (Semafone) and skills optimisationtechnologies (Silver Lining) as well as advising the Boardsof major outsourcing and hosted platform providers.

He also sits on the CCA Standards Council, where as afounding member, he helped establish the Global Standardfor Contact Centres with the CCA. He is an Honorary LifeFellow of the IDM, where he also works as an ExecutiveBoard member on the Institute’s journal and on theirEducation Council. In addition to these roles, Mike also sitson the Editorial Board of the Journal of Financial ServicesMarketing. He has authored management textbooks in thisarea, and has had many thought leading papers published.Mike has been a trusted and influential advisor to manygovernment departments in respect of customermanagement developments and their contribution tonational economic health and effectiveness.He is also likes to escape and do dangerous things in themountains occasionally.

09:10 Economy KeynoteLouise Cooper, Independent Financial Analyst, Times Financial Columnist, Writer and Broadcaster

Louise Cooper is a Chartered FinancialAnalyst, writer, Times financial columnist,broadcaster and reporter on economicsand market activity for senior economistsand policy makers. She appears regularlyon BBC news, ITV, CNBC, Sky News and

BBC Radio plus many others and writesfor national newspapers. Described as

“well informed and lively” she offers “brilliantanalysis of economics and financial markets in a waywhich is insightful and easy to understand”.

09:40 Keynote: The link between employee engagement, customer engagement, performance and profitabilityRichard Bandell, CEO, Grass RootsAndrew Stephenson, HR Director, DFS

This presentation explores the synergies betweenengaging employees to deliver outstanding customerengagement enabling market growth, customer retention,loyalty and advocacy. A case study given by DFS, willillustrate the benefits of engaging employees to deliver a

great customer experience and the difference inperformance and profitability that this brings.

Richard Bandell is the Chief ExecutiveOfficer of Grass Roots Group PLC, theworld's leading provider of employee andcustomer engagement solutions. GrassRoots was founded in 1980 and createsvalue for its clients by inspiring people to

deliver outstanding results. Richard's careerspans 30 years and he is recognised for his

expertise in customer loyalty, employeeengagement, market research, and meetings & events.Grass Roots has 1,100 people spread across 30 locationsaround the world and provides solutions to leading privateand public sector companies in over 100 countries. Richardhas lived and worked in the UK, France, Germany, theNetherlands, Russia, the Middle East, and Asia Pacific.

Andrew is a results focussed HR professionalwith significant experience in organisationaldevelopment, change programmes,reward, talent and performancemanagement. He joined DFS in 2009having previous retail operations and HRexperience within Dixons Retail, B&Q,

Virgin and Vodafone. Andrew's role includesthe people agenda for 3500 employees

across manufacturing, retail, supply chain andcentral operations in the UK and Europe. He is a Fellow ofthe Chartered Institute of Personnel and Development, adoctoral research candidate at Staffordshire University, aFA Licensed coach and a footballer who has not yet lostthe belief that an England call up is possible.

10:10 Keynote: In search of customer experience excellence: International best practice in 2014David Conway, Chief Strategy Officer, Nunwood

Nunwood’s Customer Experience Excellence Centre hasbeen analysing the performance of the UK, Australian andUS markets for five years. Its work focuses onunderstanding the distinctive characteristics ofoutstanding brands, then applying this best practice toother businesses and sectors. Drawing on over 1 millionconsumer evaluations of 800 brands, including recentlyreleased studies of Australia and the UK, this keynotefocuses on establishing which kinds of customerexperience investment create the most effective results.

David co-manages the company’s globalcustomer experience managementpractice and oversees Nunwood’sCustomer Experience Excellence Centre,an on-going approach to systematicallyidentifying global best practise

David is a former PLC board director of N&PBuilding Society, Liverpool Victoria Group and

The Co-operative Bank, where he was responsible for3,500 staff charged with delivering world-classexperiences to more than 6.5 million customers. He also ledthe design, set-up and launch of the group’s Smile brand.David is based out of the United Kingdom, but continuesto work directly with clients around the world.

10:40 Coffee

AGENDA


Victoria 1Chair: Mike Havard, Director, Ember Services

Evolution of Voice ofthe Customer11.00 How smart companies turn feedback into action

David Jackson, CEO, Clicktools

David's presentation will explore the five capabilities thatsmart companies use to drive improved businessperformance from their VoC programmes.

David Jackson is one of the originalfounders and CEO of Clicktools, theworld’s leader in the field of customerfeedback integrated with CRM. Hedeveloped the Excellence in CustomerExperience assessment framework and is

widely recognized as an expert in the areaof customer focused organisations. Much of

his time is spent with clients, working withsenior managers to design and implement effectivefeedback measurement and management strategies tobuild organisations that can continually adapt to meetchanging customer needs. David is a popular speakeraround the world. He has had many articles published andis the author of several books, including “DynamicOrganizations: The Challenge of Change” and “BecomingDynamic.” When not working, he enjoys listening to aneclectic selection of music and water colour painting, atwhich he needs much practice!

11.20 Customer Service Transformation at HomeRetail GroupJames Leech, Service Lead, Argos Customer Services, Home Retail Group

Following a review of its set up and practices, HRGCustomer Services undertook a huge programme oftransformational change to deliver improved operationalset up, ways of working and improved customer service.The program was titled “Contact Centre of the Future”Focusing on “making it easy for a customer to shop withus”, HRG Customer Services addressed key issuesincluding the increasing complexity of propositions andit’s operating model whilst acknowledging that the role itplays is crucial to customers. With the majority of projectsnow complete, HRG is on its way to realising its aims of acontact centre armed with technology capable of change,with a flexible operation focused on resolving customerissues leading to reduced customer effort.

I’m 31 years young, married to Lindsay, with 2children Alfie and Lexie. I have worked forArgos (Home Retail Group) all of mycareer. After University (I studiedManagement Science and ComputerScience) I worked my way up through thevarious management positions in stores,

and then became an area manager. Afterbriefly running a region for Argos I moved

into Head Office and I became responsible for thedevelopment of customer service within stores. Whilstdoing this role I became involved in creating the currentstrategic road map for Argos, specifically around multi-

channel customer service, and this then led to meundertaking my current position where I am responsiblefor the development and improvement of contact centreservices for Argos, plus I lead the customer insight andrecovery teams.

Outside of work I love football, Formula1 and table tennis;I’m manager of a Saturday football team and have starteda youth development programme for the same club on aSunday. I also love taking my family abroad on caravanholidays and nothing relaxes me more than cooking on aFriday night with a glass of red in my hand.

11:40 Bringing a low effort customer experienceto lifeTracy Sheldon, Head of Ops Support, AgeasRetail Direct

This case study explores how you go about making it aseasy as possible for customers to do business with you ina Financial Services world, exploring a range of tactics

that have been employed in order to delivertangible change in customer experience.

Tracy Sheldon was appointed Head ofOperations Support at Ageas RetailDirect (RIAS and Castle Cover brands) inSeptember 2009. As Head of Operations

Support, Tracy is responsible foroperational customer experience, process

improvement, the operational change agendaand a range of operational support activities. With over 25years of financial services experience in Retail Banking,Wealth Management and General Insurance, Tracyleverages her extensive skill set from sales, marketing,change management and operational roles in order todeliver customer�focused solutions, which generate strongcommercial results.

Tracy has a Marketing and Psychology degree and holds arange of other professional qualifications including Prince2, CeFA, AFPC and is a Lean Six Sigma green belt. In herspare time, she is a keen gardener and enjoys travelling.

Outsourcing CustomerServices12:00 Love My Brand! - How blurring the lines

between you and your outsourced partner can deliver exceptional customer experiencesGeorge Todd, Managing Director, Merchants

The world has a number of iconic brands that are held upas the holy grail of customer service. Merchants ManagingDirector George Todd will unpack what makes thoseorganisations not just trailblazers but loved by their staff andcustomers alike. George will look at how these lessonshave enabled Merchants to deliver exceptional customerexperiences from outside the organisations they partner with.

George Todd began his career in the contact centreindustry as an agent selling insurance. He rapidly movedthrough the management ranks including training anddevelopment coupled with operational managementincluding head of sales and customer service for RBSInsurance.

AGENDA


In 2007 George joined Merchants UK asan International consultant where heembarked on numerous programsranging from transitioning services fromcaptive to outsource and onshore to

offshore across multiple locations.Included in this George carried overall

training and development responsibility for theestablishment of one of the largest outsourced financialservices customer management divisions with Nationwide.George spent a significant amount of time in the UnitedStates conducting process adoption for UK markets.George became the first non-Nationwide staff member toreceive the Nationwide Gold Pride Award for valueadoption, demonstrating his passion for getting absolutevalue alignment in BPO relationships.

George moved to South Africa with Merchants to managethe CarPhone WareHouse offshore contact centre, andachieved significant performance results whilst beingaccountable for this service. George has held variouspositions within Merchants from leading the Training andDevelopment division to Operations General Managerresponsible for both local and international clients as wellas Central Support Services including WFM,Quality/Customer Experience, MI, Business Improvementand Operational Training. George is currently responsiblefor the day-to-day operational delivery and ensuring futureprofitable growth as Merchants Managing Director.

George is a certified Net Promoter Score AssociateProfessional and has successfully implemented one ofthe world’s leading NPS contact centres in Cape Town,South Africa.

12:20 Business case for impact sourcingGareth Pritchard, CEO, BpESA

Impact sourcing is the socially responsible arm of theBusiness Process Outsourcing (BPO) sector that targetsthe employment of people who have limited opportunitiesfor sustainable employment—often in low-income areas. Ithas the potential to transform the lives of disadvantagedpeople around the world. As a business it also offerssignificant commercial benefits making it a highlyattractive option for global brands such as Amazon,Google and Microsoft with support from the RockefellerFoundation.

Gareth Pritchard has been involved in theBPO sector since 1998 working inEurope, India and South Africa. AsManaging Director of Lufthansa ProcessManagement GmbH the companyorganised the transfer of travel related

processes offshore to South Africa in 1998,the first BPO investment into the country.

The company was subsequently bought in 2007 byTeleperformance, one of the world’s largest operators ofcall centres. As Managing Director of Teleperformance(South Africa) he oversaw the expansion of the call centreto over 600 seats.

In 2008 Pritchard became involved with BPeSA, theindustry body for the BPO sector in South Africa, takingup a position on the board. In 2010 he took on the role ofBPeSA Western Cape CEO and in 2012 the position of

national CEO. He is primarily responsible for engagingwith the international community to explain the SouthAfrican value proposition and to ensure that potentialinvestors have the right information at hand to makeinformed decisions.

Panel Debate12:40 Customer Experience in Outsourcing

Peter Ryan, Lead Analyst - BPO, OvumMark Hillary, Outsourcing specialist, globalisation author and blogger,

Peter Ryan leads Ovum’s front office BPO research,having started at Datamonitor, (Ovum’s parent company),in 2003.

Peter’s areas of research are wide-rangingwithin BPO/CRM and include companyprofiling, offshore & outsourcing, self-service technology & speech solutions,national & sectoral marketsegmentation/sizing, internal & external

customer satisfaction, commercial onlinecontent analysis, and economic analysis. He

has written extensively on call centres in EMEA,Eastern Europe, North & South Africa and Canada, as wellas on investment in voice applications and enterprisesoftware market events.

Peter is a prolific speaker and is well known on theinternational conference circuit. He has presented atindustry events in Johannesburg, San Francisco, Sydney,Singapore, New Delhi, Paris, Managua, Prague, Moscow,Cairo, Cape Town, Mexico City, Bogota and Buenos Airesamong others. In 2013, he was named as the 18th mostinfluential executive in Nearshore outsourcing by theleading news portal Nearshore Americas. Prior to joiningOvum and Datamonitor, Peter acquired an in-depthunderstanding of strategic marketing at GatewayComputers, NFO Prognostics and the Bank of Ireland.

Originally hailing from Canada, Peter holds a BA in PoliticalScience and Economics from the University ofSaskatchewan. He also has an MBA from DalhousieUniversity where he specialised in International Business.His MBA incorporated a visiting studentship at the RoyalMelbourne Institute of Technology, Australia.

Mark Hillary is a British writer and bloggerbased in São Paulo, Brazil. His researchand analysis has a focus on customerservice, technology, and globalisation. Hismost recent book 'CustomerEngagement Officer (CEO): Content

Marketing and the Realities of ExecutiveBlogging' explores how even CEOs are

interacting directly with customers today. Markhas worked with the UN and several governments onoutsourcing strategies and he is well-known as a liveblogger of major events, including the 2010 UK generalelection for Reuters and 2012 London Olympic Games asan official storyteller. Today his media work can usually befound in the Huffington Post. Mark is in the process ofresearching and writing a new book focused on hisargument that 'your next CEO is currently working in thecontact centre'.

AGENDA


Victoria 2Chair: Justin Hunt, Founder, Social Media Leadership Forum

Justin Hunt is a thought leader on thepower of collaboration through socialtechnologies to transform the way welive, work and consume. He is the founderof The Social Media Leadership Forum(www.socialmedialeadershipforum.org), a

leading source of expertise for leadingbusinesses and organisations that want to

embrace the collaborative economy. Hiswritings on disruptive technologies have appeared in TheFinancial Times, The Guardian and other publications.Justin has also presented at high profile events withleading technology thinkers and FTSE100 companies.

Employee Engagement11:00 Voice of the Customer

Programmes: Your Key toEmployee EngagementLee Mostari, Director of Customer Success,NICE Systems

Customer engagement, customer satisfaction andcustomer experience are three topics that get a lot ofairtime in the customer orientated service world we live intoday. However, with most companies, a large part of theservice that is being delivered to your customers is viapeople, ie your employees! Does having engagedemployees help you deliver on your customer strategies?Lee Mostari, Director of Customer Success at NICESystems will walk you through how he sees the impactEmployee Engagement can have on your customer metrics.

Lee Mostari is the Director of CustomerSuccess for NICE Fizzback. Lee’s role is toidentify best practices from his ownpractical application of using the voiceof the customer in an Operationalenvironment and learning how other

Fizzback users get the best from theirCustomer Experience Programmes. From

this extensive understanding of best practice,Lee is responsible for delivering truly transformationalVoice of the Customer initiatives to all NICE VoC customers.

11:20 Joining the dots to have a 'Whole Person Approach' at workNupur Mallick, Director HR, Tata Consultancy Services (TCS)

With over 300 000 people across 55 countries, fourgenerations and a highly mobile workforce, how do TCSlook at engagement and their philanthropic philosophiesto ensure they get the absolute best from their peoplethrough their “whole person approach”? How does TCSengage their people with the community, and give themthe skills and tools to create their own well-being andwork life balance? Discover what impact this has had onretaining their best talent.

Nupur has been with Tata Consultancy Services (TCS) for17 years and in December 2005 she was appointed HRDirector for UK & Ireland. In this role Nupur is responsible

for the end to end HR function for over10,000 employees from 39 nationalities.

Her areas of expertise include integratingteams in culturally diverse set-ups,

driving operational excellence, retainingand developing talent and structuring

compensation & benefits.

Her excellent people and change management skills havehelped TCS grow substantially in the geography. Under herleadership, TCS UK & Ireland has achieved the ‘Investor inPeople’ certification with Gold status and awarded Britain'stop employers by CRI for four consecutive years. Nupur’sfocus as HR Director extends beyond the work force to thecommunity. TCS in the UK achieved the platinum plusstandard for its performance in Business in the Community(BitC) Corporate Responsibility Index.

Prior to this role, Nupur was HR Head for TCS Mumbai. Shewas responsible for driving performance oriented culture,establishing world class induction process, career andsuccession planning and employee engagement.

11:40 “The Difference is You” How Argos help their Colleagues & Customers prepare for the digital storeStephen Hewett, Founding Partner & Director,C3 PartnersLucy Crowther, Head of Retail HR, Argos

Lucy will discuss the challenges that Argos has overcomeand the solutions it has deployed to drive improved salesand customer engagement it in its new digital stores. Thepresentation will look in detail at how Argos hastransformed the way Argos colleagues work and deal withcustomers and how trust and team-ship has been developedbetween management, colleagues and customer.

Stephen Hewett is recognised as one of theworld’s leading consultants, writers andpractitioners in the field of CustomerCentricity. He is founder of the UKstrategic consultancy C3 Partners, whichbrings new customer-focused strategies

to both public sector and private sectororganisations. C3 Partners has many blue-

chip clients. Stephen has published two booksabout Customer Centricity: The Customer-Centric You:Making Customers the Focus of Everything You Do andCustomers Are The Agenda: A Practical Guide toCustomer-Centric Management. These books arepublished by Management Books 2000, and are availableon amazon and from all good bookshops.

Lucy Crowther is currently Head of RetailHR at Argos where she has a very broadHR agenda including customerproposition training for 20,000colleagues working in 750 stores UK andIreland. She started her career in Tesco,

both in stores and head office functionsranging from Commercial to International.

Since leaving Tesco she held HR roles in Barclaysand TUI Travel before joining Argos in 2011. (Argos is 18months into its Transformation Strategy which hasdemanded a very different approach to engagingcolleagues in the new customer propositions andjourneys.)

AGENDA


Digital CustomerEngagement12:00 Harnessing the power of digital to deliver a

seamless and personalised customer experienceMegan Neale, Executive Director - Transformation and Operations, HGS Europe

This focused presentation will explore the relevance ofincorporating digital customer management tools to driveand enhance your interactions with customers. It will alsoidentify ways to deliver a future proof digital customermanagement strategy in contact centres that reduceeffort, provide targeted and personalised experience, whilealso driving down the cost of service. In this session, Meganwill share thought leadership on digital customermanagement approaches for the contact centre and how toidentify quick-win digital transformation opportunities thathave the highest ROI and NPS impact for the organisation.

Megan is an accomplished business executive,with more than 20 years of experience in

the customer management and contactcentre BPO industry in Europe. Currently,she heads up business transformationand operations for HGS Europe, a leadingglobal Outsourcing Service Provider.

Megan has an international track recordwith some of UK's most innovative high

street retailers, and combines a keenunderstanding of the consumer decision making processeswith a passion for customer service. She has worked with anarray of reputed clients across Consumer Goods, Telecom,Government and Retail sectors – helping build customerengagement strategies which deliver transformationalchange for the business. Megan also maintains a strongfocus on organisational development and has a keeninterest in helping people develop leadership andoperational skills for their personal evolvement.

12:20 Digital Customer Engagement: Think it,do it, be itVicky Godolphin, Head of Digital, Accenture Ireland

Digital is disrupting not just what businesses do, but howthey do it. Creating differentiated and compellingcustomer engagement requires companies to get digital –not just on the outside, but on the inside too. Vicky willdiscuss some of the key capabilities and actions that canhelp companies to deliver to today’s "always-on,"connected consumers.

Vicky Godolphin is Head of Digital atAccenture Ireland, with responsibility forhelping clients across multiple industrysectors to develop and execute theirdigital strategies. Vicky specialises inhelping clients to integrate digital

technologies to improve businessoperations and processes, and deliver more

efficient services across multiple platforms. Vickyhas over 15 years’ experience leading large scalemarketing, customer and channel transformationprogrammes. She specialises in organisational changemanagement, and business operating model design. Vickyhas extensive global experience, having lived and workedin Australia, New Zealand, Asia and Europe.

Panel Debate12:40 Digital Customer Engagement Panel Debate

Ross Sleight, Chief Strategy Officer, Somo (Chair)Pratick Thakrar, Founder & Managing Director, Inspired Mobile Alex Meisl, Chairman, Sponge & WiForia LtdPaul Hughes, Head of Social Engagement,Telefonica O2 UKEdward Mason, Director, Thresher & GlennyLaura Birch, Social Media Manager, Barclaycard Europe

Ross SleightRespected throughout the digital industryfor the breadth of his experience, hisforesight and vision, and the quality of hisstrategic thinking, Ross is without doubtthe Professor of Mobile! He has over 20

years’ experience in digital media with 5years focused on mobile. As Somo’s CSO,

Ross advises global brands such as Red Bull,Audi and Universal Music on how to harness the potentialof mobile technologies.

He was one of the founders of Virgin Games and has beencalled upon to advise 10 Downing Street and the Departmentfor Culture, Media and Sport on interactive media development.He has created award-winning digital strategies for clientsincluding Reuters, Sony, British Airways and TheIndependent. Ross has been a founding member of sixdigital businesses throughout the last 15 years.

Ross is an expert in consumer behaviour, mobile usage andchanges in the market. He has been a judge in all themajor creative and effectiveness awards in digitalmarketing and a frequent a keynote speaker at globalindustry conferences and events.

Pratick ThakrarPratick founded Imagine Mobile in 2010 tobecome a leading full service mobileactivation company. Imagine has runglobal, and local, mobile brandingcampaigns for numerous global brands. In

2013, he launched Inspired Mobile, omni-channel campaign management platform

with a single reporting interface. He is currently aBoard Member of the Mobile Marketing Associationhttp://mmaglobal.com/local-council/united-kingdom.

He was the global lead at Mediaedge:cia for Sony Ericsson,where he helped bring Xperia to the world. He was also atStarcom MediaVest where he rebuilt UBS’s global digitalStrategy. Prior to Starcom, Pratick had a number of roleswithin Asia Pacific, including Australia’s leading radiogroup - Austereo, where he was accountable for allDigital platforms.

Pratick also co-ran Turner Broadcastings Australia office,reporting into in Hong Kong, where he was Head ofResearch and Strategy. He also was an ASTRA committeemember and worked at News Limited and began hiscareer at ITV in the early 90’s. In a Digital career spanningnearly 20 years, across multiple channels and numerousmarkets, he offers invaluable experience and insight toclients who dare to differentiate their brand.

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Alex MeislA seasoned entrepreneur, Alex has beenin the digital industry for 20 years,initially as CEO of Legion - Europe’slargest IVR company. Alex co-founded

Sponge in 2002. Sponge is the UK’s mostsuccessful and longest established mobile

agency working across Europe and the MiddleEast and Africa. Clients include Adidas, Autotrader,Barclays, Coca Cola, Dyson, McDonalds, Orange and Unilever.Sponge currently supplies mobile solutions to over half ofthe top 20 digital and creative agencies in the UK.

Sponge is a one stop shop helping deliver:• Mobile Strategy, Consultancy, Insight• Campaigns for fmcg, Retail and Finance• Mobile CRM• Mobile sites• Mobile applications• Mobile Media planning and buying

Alex has amassed a wealth of experience in direct response,communications and mobile services for agencies/brands,media groups and mobile operators. Alex is also UKChairman of the Mobile Marketing Association

Paul HughesPaul heads up the award winning socialmedia engagement team for Telefonicain the UK. His role is to define anddeliver the social media engagementstrategy for the O2 UK brand. That

responsibility stretches from general brandengagement to reputation management and

customer service in social. Yes, all this whilekeeping O2’s core, fun brand ethos throughout. He'sdriven award wins such as the inaugural Twitter Flockaward for outstanding use of the Twitter platform, PRCACrisis and Issues Management best in-house team 2013and many more. @PaulHughes

Edward MasonSince leaving the brand and marketingindustry where he was CEO of CHJMwhen it was sold to Omnicom, Edwardhas worked with leaders in businessesincluding Cushman & Wakefield, Coutts,

Freeview, Hunters Solicitors, The MollerCentre, Cambridge University, Corbin & King

Restaurants, Quilter Cheviot, Willis Insurance,Fortnum & Mason, Daily Mail General Trust, J O HambroInvestment Management and British Airways. Hespecialises in helping businesses, teams and individualsget their message over authentically: both thoroughpresentation coaching and also through the morefundamental exploration of what they actually want tosay. This is fundamental to engagement with customerswhether internal or external.

He is a very active Non-Executive Director at Thresher &Glenny, Tailors and Outfitters dating back to the late 18thcentury and holders of a Royal Warrant continuously since1783: and as a Judge and Mentor for the Walpole Craftedprogramme, he has worked with Cumbria Crystal, MethodStudio, and now Geoffrey Preston Ltd, the decorativeplaster specialists. Edward cut his teeth on the sales andmarketing graduate programme with RHM, moving from

there into the brand and communications world where bythe age of 27 he was a Director of IMP, the leading below-the-line ad agency. He is an Economic History graduate ofDurham University where he was President of theDebating Union, and is a Fellow of the RSA. He’s an old carenthusiast, and a sculptor.

Laura BirchLaura Birch manages social media as partof the content and channels team inBarclaycard Europe. Her primary focus isstrategy and planning of social mediacampaigns, aiming to deliver interesting

and engaging content which builds anemotional connection with consumers.

Successful campaigns driven by Laura includeAltogether360 and Better London in addition to weeklyengagement activity of Bespoke offers, Pre sales and FeeFree Friday. Laura is also responsible for auditing andimplementing best practice across all social channels toimprove customer’s digital experiences.

13:00 Lunch

Victoria 1

Multichannel CustomerEngagement14:00 Top tips for building a successful multi-channel

VoC programmeClaire Sporton, VP, Customer Experience Management, Confirmit

In today’s world, customer expectations are changingrapidly and as a result we need to keep pace andconstantly improve our quality of service. As ourcustomers become more savvy and demanding, we findourselves having to provide them with a myriad ofchannels for interaction and communication, but how canwe be confident that we are providing a consistent highquality service across all of these channels aligned bothwith our brand and our customers’ expectations? Lookingat the Voice of the Customer across multiple channels,Claire Sporton, VP, Customer Experience Management atConfirmit, will explore some of the key challenges we needto address and share her top tips to ensure we can allbenefit from seeing a holistic view of the customer, anddrive tangible business results.

Claire is VP of Customer ExperienceManagement for Confirmit. Havingspecialised in customer feedback for over15 years, Claire has run her ownprogrammes in the Financial Servicessector, and more recently with technology

/ consulting providers supporting a widerange of Fortune 500 companies in improving

their customer experience. Claire is passionateabout getting feedback into the hands of people who canmake a difference to the end customer and of course tothe bottom line.

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14:20 Empowering Customer Service Personnel and Using Customer Feedback to Facilitate Changeto Improve the Bottom-lineMathis Wagner, Head of Customer Services,Charles Tyrwhitt

Selling classic menswear since 1986, Charles Tyrwhitt(pronounced "Tirrit") was founded by Nick Wheeler andhis mission then remains the same today – to providequality and value to the customer together with a passionfor service that surpasses all competition. The multi-awardwinning Customer Service Team is an integral part of thisfull scale multi-channel retailer and leading menswearbrand that has featured in the Sunday Times FastestGrowing companies for an incredible four years running. Inthis lively presentation, Mathis will give you an insight into

how you can: Delight the customers at everyinteraction by empowering your advisors

and applying a one contact cures allculture gain an insight into whatcustomers think and feel, and mostimportantly, how you use thisinformation across the entire business to

continuously improve the service youdeliver.

Mathis heads up the multi-award winning customer serviceteam at the leading British menswear brand CharlesTyrwhitt. With 12 years’ contact centre experience in theUK and abroad, he is an expert in developing innovative24/7 customer services solutions that put the customer atthe heart of the organisation. Prior to joining CharlesTyrwhitt he has worked for a BPO provider and developedand implemented customer service strategies on behalf ofnumerous blue chip clients. Mathis is a graduate from ESBReutlingen, Germany’s top ranked business school.

14:40 In the age of digital disruption, multi-channelgives our customers what they wantLaura Jamieson, Director - Head of Customer

Experience Improvement, Barclays

Laura will focuss on what Barclays aredoing in branch as well as video, web,mobile, social media, accessibility, digitaleagles and so on, in order to touch onthe importance of listening to the

customer and engaging colleagues.

Laura is a highly regarded CustomerExperience and Operations specialist who passionatelyadvocates customer centricity through operational andmarket insight to deliver E2E process and culturaltransformation which pushes the industry standard tocreate and consistently deliver a 'world class' customerexperience. Over 24 years experience of leadership,strategic transformation, operational, functional, 3rd Partyrelationship and contract management, portfolio/programme management focused on ‘world class’customer experience across market leading organisationsand entrepreneurial start-ups within Retail FinancialServices across UK, Spain and India.

Outside of work, her passion is travelling and has notchedup over 100 countries.

Victoria 2Customer Engagement14:00 Driving Customer Satisfaction through

Employee EngagementPeter Wilson, Consultant, VerintWarren Tait, Customer Services Director, Neopost

Warren Tait, Customer Services Director, Neopost, a VerintSystems customer, and Peter Wilson, Consultant at VerintSystems, will show you how they addressed customerissues and increased employee engagement to drivecustomer satisfaction.

Peter is an experienced consultant; focusedon establishing solutions that ensure thevoice of the customer forms an importantpart of strategy development withinorganizations.Peter is a strategic thinker who enjoys

problem solving and can articulatesolutions to all levels of corporate personnel;

he passionate about understanding the true Voiceof the Customer and delivering cross functional solutionsthat facilitate this.

Peter is a charismatic and entertaining speaker, focusingon audience participation and has delivered many keynotespeeches and presentations at seminars and conferencesacross various industries. Prior to joining Verint, Peter hasworked in the Analytics space for over 15 years, coveringmost verticals, with a particular penchant for Telcos andFinancial services. Peter enjoys building long termrelationships with the customers he engages.

Warren has worked within the call centreindustry for 25 years. During this time hehas held many positions working initiallyas an agent through to and mostrecently Customer Service Directorserving on the Executive board.

He is passionate about customer serviceand immensely proud of his award winning

team who have won many awards within the contactcentre industry covering many aspects of operationalexcellence. Warren has enjoyed huge success drivinginnovation in the field of technology resulting in greatcustomer experience and high levels of employeeengagement.

Married to Nicola and Father to five, yes five children and akeen Arsenal supporter too!

14:20 The London 2012 Customer Experienceand beyondHeather McGill, Director/Owner, Experience 360

In 2009 the London Organising Committee for theOlympic and Paralympic Games started their planning forthe 11 million customers/Spectators who would attend theGames in 2012. Heather McGill, the Head of the SpectatorExperience department, will take you through those earlyyears of planning from the ground up for the UK's largestevent in a lifetime. How the customer was planned for, thechallenges faced and the eventual success of the overallGames; an overview of the techniques and strategies that

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were used to get to that great summer of sport. Heatherwill also touch on what happened next. Did London helpinspire a new way of working for future Olympics and

what will Rio feel like for a customer?

Heather began her career in the musicindustry, working with International actssuch as the Spice Girls, Roger Waters andAnnie Lennox. As head of Touring for 19Entertainment Heather produced eventsacross the world that focused on the

offering to ticket holders, from digitalinteraction, ticket sales, event based

engagement and post-event fan bases. Her workconnected to over 10 million customers.

In 2008 Heather created 2Rock Ltd, working with largescale brands and companies such as Cadburys, Live Nationand Sony BMG, to create business and customer focusedsolutions for large-scale events, with particular emphasison mass public events. It was during this period thatHeather began her work with London 2012.

After a period of consultancy at London 2012 Heather tookup the position as Head of Spectator Experience for theGames, and was responsible for the delivery of thecustomer experience for the 11 million ticket holders. Therole included the creation of the Spectator vision,implementing the customer strategy across the business,customer segmentation and research, journey mapping,risk and mitigation planning for Games time andtransformation planning for all the customer facingdepartments (digital, on-site services, communications,transport, entertainment etc.). The focus on the spectatordelivered the most successful Olympic & ParalympicGames to date, with the International Olympic Committeetaking on the learnings and development from London2012 for their future programs with host cities.

Since 2013 Heather has created Experience360 Ltd, workingwith clients such as the IOC, the RFU, the Mayor of London,Harlequins, Sainsbury’s, and Rio 2016 to review and createworld-class customer focused programs and events.

14:40 Engage Mutual Case Study: Creating commercial value through customer benefitsPeter Burrows, CEO, Engage Mutual

The Engage Foundation is a unique customer benefit thattranscends advocacy and through peer to peercampaigning, creates salience with a wider audience ofpotential customers. The Engage Foundation is a way ofre-distributing profits, by making a meaningful amountavailable to customers in a time of need for themselves orfor the wider benefit of their community. Keeping ourcustomers at the heart of this benefit means that they areempowered to make a difference in areas that matter tothem. Creating benefits that are relevant ensuresadvocacy and involvement at every step of the process.

The fact that the chief executive of afinancial services mutual has been soinstrumental in the development of itscustomer foundation indicates how centralit is to the meaning and ambition of theorganisation. It’s no surprise therefore that

Peter is one of the guiding lights of theEngage Foundation. He had the vision to see

how a benefit based around mutual principles could bescaled to deliver tangible customer and commercialbenefits. Working with his customer engagement teamand people right across the Engage business, Peter helpedto ensure that customers were not only part of thegovernance of their foundation, but were central toinforming the decisions that created a benefit thatresonates with them and a wide appeal to attract newcustomers.

Peter is a chartered accountant and long serving memberof the Financial Services sector. He has 20 years’experience gained in a combination of executivemanagement and consulting roles. Prior to Engage heheld a number of senior positions with Aviva plc, andbefore that he worked at Ernst & Young, where he advisedfinancial services businesses on risk management andgovernance. He is a Director of the Association ofFinancial Mutuals and a Governor of York College, wherehe chairs the Finance & General Purposes Committee.

15:00 Coffee

Victoria 1

Retail CustomerEngagement15:30 Building a customer feedback programme to

deliver results: eDigitalResearch and Ladbrokes case studyDerek Eccleston, Commercial Director, eDigitalResearchElaine Kelly, Customer Experience Manager, Ladbrokes

• Listening to customers across a diverse andmultichannel business • Using feedback to drive change

and tangible results • Connecting withcustomers on an individual basis

Derek Eccleston is a board member andCommercial Director ateDigitalResearch, joining five years agofrom a large global agency where he

worked as Research Director. Prior tothat, Derek was client side with Sony

Europe. An MBA and fluent in French, Derekis a regular on the speaker circuit, presenting at both

research and multichannel events on a broadrange of customer experience based topics.

Elaine Kelly joined Ladbrokes as a parttime cashier in 2004 and has sinceworked through the ranks to theposition of Customer Experience

Manager for the group. She is responsiblefor owning and implementing the

Ladbrokes Customer Experience Promise andProposition across all touchpoints in the business. Thisincludes managing the Voice of the Customer program,translating customer behaviour analysis and reportingactionable insight to key business stakeholders anddeveloping and implementing Customer Improvementstrategies across multiple business functions.

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15:50 Domino's Pizza Case StudyDavid Wild, Chief Executive, Domino'sPizza Group

Domino’s is the number 1 pizza delivery company in theUK and has successfully transitioned from telephoneordering to embrace new technology and be a leader inon-line ordering. The case study will explore the journeyand describe Domino’s plans to engage customers moredeeply, to exploit its success further.

David is currently Interim Chief Executive ofDomino's Pizza Group, he is also an NEDof the multi-channel consultancyPracticology and Senior IndependentDirector of Premier Foods plc. Previously,he was CEO of Halfords and held senior

roles within Tesco and Wal-Mart.

16:10 “You are what you do” – the importance of Value based customer experiencesRichard Stollery, Head of Customer Sales and Service Centre Transformation, Marks & Spencer

Marks and Spencer has just updated it’s Company Valuesfrom Quality, Value, Innovation, Service and Trust to....?Why is this so important and what does it mean for theiremployees and their customers?

Richard Stollery has recently moved backto the UK to become Head of CustomerSales and Service Centre Transformationat Marks & Spencer. For the precedingtwo and a half years Richard was GlobalCRM Director at Adidas AG in Germany.

Before that he was Director of ConsumerExperiences at LEGO. Richard joined the

LEGO Company in 2001 as European ConsumerServices Director. He designed, developed andimplemented the “Now to Wow!” strategy that broughtgreater focus on the consumer experience across multipleLEGO touchpoints. Earlier, Richard was General Manager,Direct Operations, Xerox Europe.

Victoria 1

Customer Engagementin Contact Centres16:30 The Ideal Contact Centre – The Place Where

Everything Comes TogetherGerhard Heide, Director Global Market Strategy, Pitney Bowes

• Taking the long view: The critical importance of thecontact centre for engaging your customers • State of theArt: How Nationwide, TeliaSonera and Yorkshire Water areusing the contact centre to deliver a consistent, highlypersonalized, effective cross-channel experience ensuringorganizational alignment • What next: What is the needfor a social and local contact centre? What does theultimate contact centre look like?

Gerhard Heide has nearly 20 years ofexperience advising many of the majorB2C companies across Europe and theUS on a wide range of analyticalmethods and service delivery

technologies. He has delivered significantcustomer-centric solutions across many

major industry sectors, including finance,communications, utility, retail and the public sector. Hiscurrent focus is on CRM, business insight and social media.He has also worked in statistics and queuing theory incollaboration with scientists at CERN and a number ofleading universities. He holds an MSc and a PhD inMathematics from the University of East Anglia.

Panel Debate16:50 Future of Contact Centres Panel Debate

Dr Nicola Millard, Head of Customer Insight & Futures, BT (Chair)Gerhard Heide, Director Global Market Strategy, Pitney BowesDavid Joel, Enterprise Business Development, Deluxe LaboratoriesVanda Nena, Social Media Servicing Supervisor,Air FranceJo Storey, Head of Customer Performance, Barclays

Dr Nicola MillardDr Nicola Millard heads up customerinsight & futures with BT Technology,Service & Operations' Global Innovationteam. Despite working for a technologycompany, Nicola isn't actually a

technologist and combines psychologywith futurology to try and anticipate what

might be lying around the corner for bothcustomers and organisations (sadly, her crystal ball iscurrently broken).

Nicola has now worked for BT for 22 years (she startedwhen she was 6!) She has done a number of jobs aroundthe BT business, including research, user interface design,customer service and business consulting as well aswriting, presenting and directing BT's annual school'slectures for 5 years. Nicola likes nothing better than tochallenge conventional business thinking; from how callcentres are managed to the ways in which people work.

She got her PhD from Lancaster University in 2005 on thepsychology of motivation and technology acceptance incall centres, published her first book in 2009 and nowspends most of her time doing research, writing blogs,articles and white papers. She has also appeared on theBBC (Radio and TV) and Channel 4 TV in the UK, SkyNews in Australia, has done a TED talk and is a judge on anumber of award panels, including the Institute ofCustomer Service awards.

When she’s not doing all that, Nicola travels around theworld presenting at conferences and running workshopswith an assortment of organisations including banks, travelcompanies and retailers, to name but a few. In the littlespare time she has she is writing a novel, enjoys going tothe cinema and theatre and does a number of martial arts.

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David JoelDavid has spent over 25 years in theBroadcast and Media industry at ITV andDeluxe. The advent of Digital technologyhas seen the greatest transformation of

customer expectations in recent years. AsVideo on Demand has moved from the

computer to the main television, viewersexpectations are that they expect to be able to seeeverything and now. This is particularly relevant when theysubscribe. The reality is that that isn’t always achievable.Aligned with that, internally traditional Broadcastcompanies have a traditional linear workflow andworkforce. Educating staff to service customers in this newDigital age is almost as challenging as keeping pace withthe customer in the first place.

Vanda NenaSince joining Air France back in 1994, Ihave held a variety of roles that gave meskills and experience across the Air FranceGroup. Most of my roles where frontline

and gave me the possibility to worktowards a better customer experience. For

the past 10 years I have been working withmulti-language teams that work directly with our

customers. I am Portuguese and fluent in both Spanishand English and I have working knowledgeof French.

Two years ago I embraced a new project to set up a SocialMedia servicing department for Air France. In this multi-channel team we handle twitter, Facebook and Instagramin 5 languages. Our main goal is to achieve excellence incustomer satisfaction & regain our customer loyalty. Theteam emotionally connects with customers and applies 5service attitudes on their day to day: make others feelunique, take initiative, make details count, show you care andValue. In 2014, our team has been awarded the EuropeanBest Social Media team in Customer Service and I wasawarded the E-business/Social Media Manager of the year.

Jo StoreyJo is responsible for driving improvementsin customer satisfaction and complaintsperformance within their contact centres.She is a qualified quality and customerimprovement specialist and passionate

about using customer feedback and insightto shape the future experience for both

customer and colleague.

Prior to joining Barclays Jo worked in the outsourcingcontact centre industry for 20 years during which she builtexcellent skills in operational contact centre managementand in establishing several new contact centres.

When not obsessing about customers, she lovesteaching people to ski, and hopes to reside in themountains one day.

Victoria 2

Financial ServicesCustomer Engagement15:30 Bucking the Trend in the Finance Sector

- how CaaS raises the bar in CustomerService ExcellenceSharon Field, Managing Director and Founder, Fortalis

Why migrate from a ‘traditional’ contact centre to an ‘all-in-one’ cloud (CaaS or Communications as a Service)? TheCar Finance Company with its innovative approach haverealised benefits ranging from brand awareness,operational efficiency improvements and customersatisfaction perspectives built on a solution that issustainable yet scalable.

Sharon Field is the Managing Director andFounder of Fortalis - a UK based contactcentre outsourcer using at-home agentsto deliver front and back office balance totheir customers across the UK andEurope. One-such organisation is The Car

Finance Company in Portsmouth. Inaddition to outsourced agent activity, Fortalis

delivers Contact Centre Consultancy to The CarFinance Company. In this capacity Sharon was central tothe review and selection of Interactive Intelligence as aCloud-based contact centre solution.

15:50 How employee engagement impacts customer engagement, performance and profitability… the journey of LV= to be Best Loved by our people as part of our vision to be Britain’s Best Loved Insurer.Peter Sinden, Director of Sales & Service, LV=

No matter how big or small your contact centre, howmany channels are included in it, or what your operatingmodel is, these mean nothing without the engagement,drive and support of your people. Given they are closestto the customer and the ones that truly know what’sgoing on in your business we’ll be kicking off theconference with a dissection of how LV= are making greatthings happen, through the power of people. • Assessingand driving employee engagement • Examining thecorrelative relationship between an engaged workforceand engaged customers to achieve the ultimate customerexperience and drive optimum profits • The need tochallenge complacency with a culture of relentlesscontinuous improvement.

Peter is an experienced leader who ispassionate about his colleagues andcustomers. He spent 25 years with LloydsTSB, the last five running their DirectInsurance business, then followed hisenthusiasm for developing customer

experience and moved to LV= in 2005.Here he has led his team to great success

as LV= shot from the UK’s 12th to the 3rd largestcar insurer.

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Among the high points have been winning the muchprized European Call Centre and Customer Service awardfor Best Customer Service three years running and theCustomer Contact Association Global Excellence award forGreat Places to Work two years in a row. Theseachievements undoubtedly helped LV win insurer of theyear at the British Insurance Times Awards last year.

Peter passionately believes in LV’s ‘virtuous circle’: that byputting colleagues first, customer satisfaction soars andwith loyal customers-profits flow. This winning formula hascollected 13 additions to his trophy cabinet in the last 12months and the ‘sharp with a heart mutual’ has returned tohealthy profits. Peter was embarrassed recently as he wascrowned as the CCA’s Director of the year in 2012

16:10 Connecting our people to the daily lives ofour customersSean Risebrow, Director of Customer Experience, Fidelity

The path to customer experience maturity iswell documented, well understood and

ultimately is a cultural one. All companies,across all sectors, have travelled the samejourney. We are faced with a simpleexecution challenge, not a strategy one.By comparing and contrasting the

customer experience learnings at VirginMedia and Fidelity Worldwide Investment

the session will highlight the importance ofcreating an operating discipline that continuouslyconnects all parts of the organisation to daily lives ofcustomers. Fundamentality giving both customers andemployees a voice is the secret to long term sustainablebusiness growth.

As Director of Customer Experience, Sean led thetransformation of Virgin Media’s customer experience fromits launch in 2007 until its acquisition by Liberty Global in2013. The turnaround in the quality of experience hasbeen by quoted by analysts as a key element in the $5 to$53 increase in share price, during which the customers’view of the experience changed from bottom quartile toindustry lead. Sean is one of a few Senior Executives thathas successfully led an organisation through the fourrecognised stages to Customer Experience Maturity – Fix,Deliver, Differentiate and Delight. Sean joined FidelityWorldwide Investment in February 2014, to shape anddrive the customer centricity programme and “putcustomers' at the heart of everything we do”. Sean hasheld a number of senior sales, marketing, operations andbusiness change roles.

Social CustomerEngagement16:30 ‘Social Retail Case Study- Maplin Electronics’

- Tweeting from the shop floorPete Doyle, Founder & CEO, Social Retail Group

Pete will talk about how they have transformed localmarketing using Twitter within retail store operations. Hewill share with you exclusively a case study with MaplinElectronics and how they the retailer has moved from onecentral twitter account into over 200 local twitter

accounts operated by each location using Social Retail’sunique training and analytics programme.

Pete Doyle, Founder and MD of Social RetailLimited, provides specialist Social Mediaand eCommerce Management Training &Analytics for the Retail Industry. SocialRetail’s client portfolio ranges from standalone stores to multi-national chains.

Pete has worked in the retail industry for thelast 20 years and has launched several

eCommerce websites for retail brands including Waitrose,ToysRus, Hamleys of London and Direct Wines. He runsbespoke workshops, consultation and staff trainingprogrammes which are recognised by the Henley BusinessSchool, where he is also a guest lecturer.

A published thought leader, Pete is also an active bloggerand an experienced public speaker. He has previouslyprovided analysis and insights for the British RetailConsortium, The Horticultural Trades Association, TheGlobal Lottery Summit and the official Retail Expo.

Pete founded a local charity called Reading RockAcademy teaching rock music and helping new bands inhis local town.

Panel Debate16:50 20th Century thinking is dead: why the

information revolution means you need anew planBen Stockman, Founder, SXSELondon (Chair)Jon Morter, Award-winning social media community specialist and speaker, Andrew Walker, Digital tech entrepreneur, creative director & data geek, Mevan Babakar, internet native, a talented content creator, and a digital activist, SXSELondonDavid Angell, SEO & Wordsmith Digital Director,

Ben StockmanBen is the founder of London's grassrootssocial media festival SXSELondon, acharity event covering all things digitalthat tries to answer the question "How istechnology changing us?" Ben also

created the biggest political Facebookcampaign in UK history, with membership

of nearly 200,000 people, surpassing thenumber of Facebook fans of all the political partiescombined at the time and gaining national mediacoverage.

Formerly from a B2B marketing background, in the lastfew years he has project-managed for the multiple award-winning Rabbit agency, where he ran several campaignsand events for national and global clients, winning PRCA's"Best Campaign" award for AVG's Digital Diaries series. Healso trained their team in community management - theywent on to win Agency of the Year in 2012. More recentlyhe was in charge of growing global online communities ofnearly 2 million for AVG Antivirus, winning Useful SocialMedia's "most social business" award in the process.

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In addition to running social media events & campaigns,Ben has recently co-founded Wordsmith Digital Ltd, aTechHaus that consults on social media & SEO forpharmaceutical, civic & government bodies.

Jon MorterDescribed as a “Social Media Hellraiser”by The New York Times, Jon Morter isbest known for his gatecrashing of themusic industry in 2009 with hisphenomenal ‘Rage Against The X Factor'

campaign, sweeping Rap/Metal band RageAgainst The Machine into the sought after

UK Christmas No.1 spot. His carefully executedplan not only outsold the previously unbeatable X Factorsingle, but broke a Guinness chart record in the process aswell as raising over £150,000 for charity. This successopened the door for Jon to work on campaigns for somebig artists in the industry including Nirvana, Sex Pistols,Rod Stewart, a No.1 album for The Rolling Stones, plus the2012 Christmas No.1 campaign for The Justice Collective.

Jon has won awards for his social media and charity workincluding the Metal Hammer Golden God award (the onehe’s most proud of), and nominated for many othersincluding the National Marketer of the Year award (losingto the Compare The Meerkat campaign). Aside frommusic-related projects, Jon has also worked with manylarge brands such as IKEA, Confused.com, and Hyundai.Not only is Jon also infamous for creating the'Condescending Corporate Brand’, a cheeky swipe at largecompanies trying to ‘do’ social media, but did you know he‘designed’ the 25th anniversary sandwich for Pret aManger? …their ‘Bacon’ sandwich!

Andrew WalkerAndrew Walker is a digital strategyconsultant, author and speaker. Over thelast eighteen years he’s co-founded threesuccessful technology startups, was thefirst person to interview senior UK

politicians (including a UK Prime Minister &deputy PM) on Twitter, created data mining

systems, helped set-up the Child Exploitationand Online Protection Centre (CEOP), reported onelections for the BBC, been a guest technology expert onSky News and radio (BBC R4 Today, PM, World at One,World Have Your Say) & written in newspapers(Independent, Guardian) and magazines (Linux User, .Net,WebUser) about digital technology, business and culture.

Mevan BabakarMevan is an internet native, a talentedcontent creator, and a digital activist. Shefirst started working with SXSELondon in2010, when she successfully roped in over400 people to turn up to a noisy but

terribly polite flash mob in Trafalgar square.She has since been finding ever newer and

more unusual ways to engage people on andoffline, using the kind of creativity not normally foundoutside of adventure games!

Mevan has spent the last few years working at CancerResearch UK and as the Head of Digital for Bite the Ballot,an organisation dedicated to getting young people

registered to vote, where she planned and executed thefirst ever National Voter Registration Day. She now worksat Full Fact - Britain's independent fact checkingorganisation and is gearing up for some exciting GeneralElection plans. Mevan also creates digital (and real life)treasure hunts for brands and organisations for thepurposes of training and team building... and occasionallyjust for the hell of it.

David AngellDavid has worked within digitalmarketing and communications since2004, holding positions across thedisciplines of online advertising, SEO,social media and marketing strategy.

Notably he worked for three years atGoogle’s EMEA Headquarters as an award

winning optimiser in their early AdWords team.He also launched and managed the Google EarthOutreach and YouTube Non-profit programmes, gainingexperience in the world of CSR as well as of theorganisations his work benefited.

He subsequently ran Digital Communications for UKDeputy Prime Minister Nick Clegg from 2009 until hiselection to the position following the 2010 election, he alsoco-authored the Liberal Democrat’s Online GeneralElection strategy and advised on technology and digitalpolicy. He has since worked in business development for akey London Creative agency, a mobile photography stockagency and helped found two social media startups. He isAssociate Director of Brand Response, co-founder ofSocial Placement and Director of Wordsmith Digital. Healso consults in SEO, analytics and digital communicationsfor the British Medical Association.

17:30 Entertainment andNetworking Drinks Party

Featuring Comedian Simon Evansplus free iPad Draw

Networking Drinks sponsored by HGS

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Table 1 hosted by The Peer Awards11:00 DPG plc: Using Social Media for Customer

EngagementMike Collins, Head of Learning Solutions

How can organisations start to use social media to engageeffectively with their customers? What does this look andfeel like? What tools are available and how do you getstarted? What do customers expect from organisations inthe 21st century? This roundtable topic will focus on usingsocial media to create value for customers. Providing asocial space for your customers to connect with eachother or share things in public can be a scary thing to dobut working in an open and transparent way helpsdevelop longer lasting relationships and moves customersfrom being ‘just a customer’ to being brand ambassadors.Is this just another marketing tactic or something muchdeeper? The conversations will happen regardless, it isyour choice to be involved to help shape them.

12:00 British Airways: British Airways Personalising the Customer ExperienceMiranda Mihkelson, Touchpoint Engagement Executive

The team at British Airways is gathering intelligent insightsinto the customer experience and it’s this data that thepilots (and others) use to keep them informed. The workBA are doing is market leading - and central to the PeerAward winning “Beyond the Flight Deck” approach.

14:00 DPG plc: Creating Communities to SupportBusiness GrowthMike Collins, Head of Learning Solutions

With the rise of social technologies it has never beeneasier for organisations to create online communitiesaround their products and services. From providing realtime support to customers to rewarding loyalty withlatest offers and discounts – all of this can be done in anopen and collaborative way to create long lastingrelationships where customers can feel more valued thanever before. In addition to this, the ability to createcommunities within organisations to share expertise andknowledge quickly and effectively can also driveorganisational success. This roundtable topic will focuson both these exciting opportunities.

15:30 Engage Mutual: Using Customer Feedback toShape DecisionsJulie Stead-Connor, Communications Specialist at Engage Mutual

The Engage Foundation is a way of re-distributing profitsin meaningful amounts to customers in a time of need forthemselves or for the wider benefit of their community.Developed in consultation with customers, putting themat the heart of the benefit, empowers them to make adifference in areas that matter to them. As part of thisdiscussion we will explore how this engagement can notonly inform decisions, but create exponential peer-to-peercampaigns that resonate with potential customers.

16:30 British Airways: Case StudyMark Neath, Lead Consultant, ORConsulting Ltd

ORConsulting is a psychology practice for business with20 years’ experience of behaviour change programmes incomplex organisations. Mark is one of the team thatdelivers the Peer Award winning 'Beyond the Flight Deck'programme for British Airways. He has worked withhundreds of senior managers and leaders helping them toachieve change through the practical application ofpsychology.

Sharing insight across the silos – whereoperations meet customer experienceTable 2 hosted by The Innovation AwardsPaul Smedley, Founder & Chair, The ForumNicola Callan, Head of Engagement & Learning,The Forum

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

Great innovation transforms the experience of customersand colleagues, changing the way we work in the widerorganisation or with partners. Take this opportunity forround-table discussion on how we break down siloes,share actionable insight and drive a better customerexperience, looking across all channels and reflecting theentire customer journey. This is your chance for personalconversation with a small group of business leaders,including some of today’s speakers.

These prestigious awards are organised by The Forum,the independent professional association focussed onraising standards in customer contact. The round tablesare hosted by Paul Smedley, Founder & Chair at theForum or Nicola Callan, Head of Engagement & Learning,together with business leaders in organisations that havebeen recent Innovation Award finalists and winners,including Peter Sinden, Director of Sales & Service, LV=,Warren Tait, Customer Services Director, Neopost, JamesLeech, Service Lead, Argos – part of the Home RetailGroup, Mathis Wagner, Head of Customer Services,Charles Tyrwhitt.

Omni-channel Customer EngagementTable 3 hosted by Aspect SoftwareJon Lingard, Client Success Manager, Aspect Software

We will discuss the opportunities presented by the omni-channel customer. How this impacts customer interactions& what the new opportunities are to improve the customerexperience, increase automation, lower engagement costsand drive new opportunities for sales, marketing & service.

ROUNDTABLES


Next Generation Customer Engagement- Be Proactive Not ReactiveTable 4 - hosted by Zendesk James Ireson, Director, Northern Europe,Zendesk UK Limited

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

James will chair a roundtable exploring the changingdynamics of customer services. How moving from apurely reactive cost centre to a fully engaged pro-activeresource that can drive business and turn customersinto promoters.

Executing Consistent, Profitable, ExcellentCustomer ExperiencesTable 5 hosted by NunwoodChris Nutt, Business Development Director, Nunwood

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

Customer Experience is now firmly established as themain competitive battleground for ambitious leaders.However the consistent delivery of excellence continues tobe an elusive concept for many enterprises with complexportfolios of products and services, channels andcustomer relationships to manage. At a conceptual levelmany businesses know and feel intuitively what goodcustomer experiences look like. Executing themconsistently and profitably is often more challenging,especially at a time when digitally aware consumers arebecoming more empowered by technology and regulatorydriven change. The bar for customer expectations is rising.

Customer research - how not to miss the obviousTable 6 hosted by C3PartnersArjan Schimmel, Managing Consultant, C3 Partners

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

We live in an amazing time. New technologies and digitalinnovations allow us to engage with consumers like neverbefore. Yet consumers feel that many businesses are outof touch. Aspects that they see as essential, even obvious,are often overlooked.

During this interactive round table session we will discussC3 Partners’ successful approach to understandingcustomer needs and walk through some of our recentfindings. What do consumers love and what do they hatewhen they shop? What obvious things can be done toimprove the customer experience in 2015?

Omni-shambles to Omni-presenceTable 7 hosted by NewVoiceMediaMaria McCann, Customer Engagement Leader,JoHo Ventures

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

Maria McCann (the digital and social customer supremo ofAurora retail brands and Spotify fame), will be looking atpractical steps towards delivering a consistent customerexperience regardless of channel.

Why the conventional approach to training inthe contact centre kills customer experience:The operational perspective and changing thegame planTable 8 hosted by Merchants Lisa Roos, Business Development Executive, Merchants

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:4015:30 – 16:10 / 16:30 – 17:10

Trainer led Traditional classroom training remains themainstay of contact centre education. Organisations areusing the likes of e-learning, knowledge tools and on-demand training to supplement knowledge, however wehave yet to see the learner own their training. As thecontact centre evolves, shifting from process bound toresolution focused, we have to keep pace with our trainingmethodology to ensure that we foster a culture of learningand exploration rather than teach a culture of followingand dependency. We will explore whether learner drivenlearning is necessary, possible and effective and if It is,some practical approaches.

ROUNDTABLES


Sessions are pre-booked, someplaces may be available check

with the information desk

Brand new for this year is a speciallydeveloped series of roundtablediscussions with leading industryexperts and consultants.

STRATEGYDefine your customer visionSTRA YTEGRAATDefine y omer visiontour cusDefine y

Clicktools

Clicktools develops cloud applications that integrate with CRM tohelp businesses better understand and serve their customers. Since2001, companies have relied on Clicktools’ flagship offering, SURVE,the premium survey software for business, to integrate customerfeedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent dataloader, empowers non-technical users to centralize data frommultiple cloud applications. Clicktools is owned by CallidusSoftware Inc. (NASDAQ: CALD), which operates as CallidusCloud®,the leading provider of sales and marketing effectiveness software.

Clicktools – a CallidusCloud company.David Jackson, CEO, Clicktools www.clicktools.comUK: 7 Branksome Park House, Bourne Valley Road, Poole, BH12 1ED.T: 0800 0432587US: 1661 East Camelback Road, Suite 235 | Phoenix, Arizona 85016.T: 1.800.774.4065

Confirmit

Confirmit enables organisations to develop and implement Voice ofthe Customer, Employee Engagement and Market Researchprogrammes that deliver insight and drive business change.Confirmit’s clients create multi-channel, multi-lingual feedback andresearch programmes that engage customers, empoweremployees, deliver a compelling respondent experience, andprovide high Return on Investment.

Confirmit’s customer engagement model provides the power tolisten to the Voice of the Customer, integrate it with financial,operational and free-form text data to generate powerful insight,and take action that will deliver effective business change andcreate competitive advantage.

Visit www.confirmit.com or call T: +44 20 3053 9333for more information.

eDigitalResearch

eDigitalResearch are insight specialists with an expertise inmultichannel touch points. We help businesses to grow byproviding bespoke insight programmes designed with passionateresearchers, technical specialists and graphic designers all underone roof. We work closely with clients to deliver a range of insightsolutions including Customer Experience Management, Voice ofthe Customer feedback and Multichannel consumer insight.eDigitalResearch not only offer digital research expertise andinsight support, but innovative technology that works seamlesslywith your data and systems, allowing us to offer flexiblepartnership options and creating an insight solutionthat fits your business needs.

www.edigitalresearch.comT: +44(0)1489 772920E: [email protected]

SPONSORS


Grass Roots GroupThe Grass Roots Group is the world’s leading provider of employeeand customer engagement solutions with a mission to create valuefor our clients by inspiring people to deliver outstanding results. Weare trusted by our clients with their three most valuable assets: theirpeople, their customers and their brand. In short, their reputation.Founded in the UK in 1980, we operate in 15 countries throughoutthe world. Grass Roots Group companies have over 14,000 clients,including 41 of the FTSE 100, 104 of the FT Global 500. Grass Rootsin the UK has been listed in the 2007, 2008, 2009, 2010, 2012 and2014 Sunday Times list of Best 100 companies to work for.

To find out more visit www.grassrootsgroup.com or contact NatalieBeecroft at E: [email protected] or on T: 01296 739334.

HGSHGS part of the multi-billion dollar conglomerate Hinduja Group, isa world leader in transformational outsourcing providing businesseswith unified customer engagement solutions to drive efficiencyacross their customer service operations. We have a globalfootprint across North America, Latin America, Europe, Asia andAfrica, and work with some of the world’s most recognized brands.For over 3 decades, we have been helping businesses shape theircustomer engagement strategies, improve market share and hit all-important revenue bottom lines. In Europe, we conduct our dailybusiness from 1000 seats, located in 3 contact centres in the UKand 4 in the European mainland. Within our centres, we handle inexcess of 50,000 customer interactions a day across multiplechannels and in 22 languages. Our European operations servecustomers in 222 countries, for a multitude of clients. Several ofwhich include UK’s most reputable brands such as Unilever, TalkTalk,Kimberly Clark, Virgin, the Department for Business Innovation &Skills and the Department for Energy & Climate Change. @teamhgsuk • [email protected] • www.teamhgs.com

UK Office: 266-270 Gunnersbury Avenue, London, W4 5QBT: 44 (0)845 194 9295

Interactive Intelligence Interactive Intelligence is a global provider of contact centre,unified communications, and business process automation softwareand services designed to improve the customer experience. Thecompany’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services,insurance, outsourcers, collections and utilities. The company’s standards-based all-in-one communicationssoftware suite was designed to eliminate the cost and complexityof multi-point systems. Founded in 1994 and backed by more than6,000 customers worldwide, Interactive Intelligence is anexperienced leader in delivering customer value through its on-premise or cloud-based Communications as a Service (CaaS)solutions, both of which include software, hardware, consulting,support, education and implementation.At Interactive Intelligence, it’s what we do.

T: 01753 418800 • E: [email protected] • www.inin.com

KANA SoftwareKANA Software, A Verint Company, is a leading provider of cloudand on-premises customer service solutions. KANA helps globalorganisations – including many of the Fortune 500, mid-marketbusinesses and public sector agencies – optimise their engagementswith consistent and contextual customer journeys across agent,web, social and mobile experiences. Using KANA solutions,organisations can reduce costs, increase resolution rates andimprove brand loyalty. Learn more at www.kana.com

SPONSORS


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Each of your customers is unique – their needs, how they communicate, what they expect. We can help you uncover those differences and deliver truly personalised engagement.

For more information about customer engagement optimisation, visit www.verint.com.

Customer engagement optimisationDon’t just deliver experiences.

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MerchantsMerchants is a leading BPO solution provider specialising in customerexperience and customer interactions. We focus on people, processand technology to create exceptional customer experiences.

We are pioneers in the contact centre industry with over 30 yearsexperience in creating and managing contact centre operationsaround the world to blue chip clients. Our services and solutionsare built on tried and trusted models, systems and processes thatare based on best practice standards.

We are passionate about people. Our ability to attract the besttalent, coupled with our rich history of success and innovationacross different industries around the world, is what differentiatesus from our competitors.

For more information about Merchants, please visitwww.merchants.co.zaFollow us on Twitter @CCMerchBPO and LinkedIn

NewVoiceMediaNewVoiceMedia powers customer connections that transformbusinesses globally. The leading vendor’s award-winning cloudcustomer contact platform connects organisations with theircustomers worldwide, enabling them to deliver a personalised andunique customer experience and drive a more effective sales andmarketing team. With a true cloud environment and proven99.999% platform availability, NewVoiceMedia ensures completeflexibility, scalability and reliability.

Spanning 116 countries and six continents, NewVoiceMedia’s 250+customers include: Topcon, PhotoBox, DPD, Lumesse, QlikView andWowcher. For more information visit www.newvoicemedia.com orfollow NewVoiceMedia on Twitter @NewVoiceMedia.

Our contact info is: T: +44 207 206 8888 and Lee-Ann BedfordE: [email protected]

NICE Systems NICE Systems (NASDAQ: NICE), the worldwide leader of intent-based solutions that capture and analyse interactions andtransactions, realize intent, and extract and leverage insights todeliver impact in real time.

Driven by cross-channel and multi-sensor analytics, NICE solutionsenable organizations to improve business performance, increaseoperational efficiency, prevent financial crime and ensure compliance.They provide valuable insight about the business by applying real-time, cross-channel analytics to realize the intent of customers, orfraudsters, to enable proactive response for real-time impact.

The NICE Enterprise offering addresses the needs of customer-centric businesses with intent-based solutions. NICE providessolutions for increasing revenue, enhancing customer experience,improving regulatory compliance, and optimizing contact centreand back office operations. NICE Enterprise solutions areimplemented by contact centres of all sizes, branches, tradingfloors and back offices.

NICE serves over 25,000 organizations in more than 150 countries,including over 80 of the Fortune 100 companies.

For more information:T: 0845 200 1000 • E: [email protected] • www.nice.com

SPONSORS


We help businesses grow by providing bespoke Voice of the Customer programmes designed by passionate researchers, technical specialists and graphic designers all under one roof

01489 772920 [email protected] edigitalresearch.com twitter.com/eDRtweet

NunwoodWe help businesses create consistently brilliantcustomer experiences.Nunwood is the world’s first ‘full-service’ customer experiencemanagement consultancy. This means we join customer experiencestrategy to experience measurement, customer journey mapping,feedback technology and frontline training. By connecting the dots,our clients delight their customers more frequently and achievetheir commercial goals more easily.

To create brilliant results, we work hard to understand what‘brilliant’ means. The Nunwood Customer Experience ExcellenceCentre is the world’s largest customer experience research centre.Its work ensures every Nunwood client is connected to the cutting-edge of international experience design and best practice.Our services span:• Strategy - Create your customer experience vision and roadmap• Insight - Evaluate progress, diagnose action and design

improvements• Technology - Connect everyone to customer experience

feedback and planning• Training - Show colleagues how every experience can be brilliant

[email protected] • [email protected]: +44 (0) 845 372 0101 • www.nunwood.com

Pitney BowesPitney Bowes, a global technology company, powers billions ofphysical and digital transactions in the connected and borderlessworld of commerce. We enable data-driven marketing, parcelshipping & logistics, and statements, invoices & payments throughour data management & engagement software, locationintelligence offerings, and shipping & mailing solutions.

Helping clients achieve their greatest commerce potential are morethan 16,000 passionate employees around the world, our relentlesspursuit of innovation with over 2,300 active patents, and our focuson clients, who are at the centre of all that we do – from smallbusinesses to 90% of the Fortune 500.

Europe/United Kingdom: The Smith Centre, The Fairmile,Henley-on-Thames, Oxfordshire, RG9 6ABT: 0800 840 0001 • E: [email protected]

VerintVerint® Systems Inc. (NASDAQ: VRNT) is a global leader inActionable Intelligence® solutions for customer engagementoptimisation, security intelligence, and fraud, risk and compliance.Over 10,000 organizations in over 180 countries use Verint solutionsto improve enterprise performance.

For more information:W: www.verint.com • T: +44(0)1932 839500E: [email protected]

SPONSORS


ZendeskZendesk provides a customer service platform designed to bringorganizations and their customers closer together. With more than45,000 customer accounts, Zendesk is used by organizations in 140countries to provide support in more than 40 languages. Foundedin 2007 and headquartered in San Francisco, Zendesk hasoperations in the United States, Europe, Asia, Australia and SouthAmerica. Learn more at www.zendesk.com

For more information:W: Zendesk www.zendesk.com • T: +44 20 3355 7960

Enterprise data quality, integration, governance and analytics

www.pitneybowes.co.uk [email protected]

Consolidate disparate information sources

Connect to big data streams

Build governance around business outcomes

Cleanse and enrich with new data sources

Gain new insight and understand customer context

Customer Information Management

Customer EngagementSolutions

Contact centre transformation

Customer lifecycle management

Customer engaged billing

Digital self-service

Deliver data you can trust

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For more details please meet us at

Customer Engagement Summit 2014

Exhibition Stand 75

EXHIBITORS


Adetiq“Adetiq is the UK based industry expert incustomer data capture. Our multi-channeldata capture solutions ensure that you cancollect, take action on and analyse customerdata and feedback quickly, and effectively.

Our combination of offline, online and tabletdata capture solutions enable us to offer atruly integrated approach to your multi-channel data collection. Experts in efficient,accurate data capture from paper basedforms, hosting online surveys and brandedtablet data capture solutions, we will ensurethat data from all channels is seamlessly

integrated to provide you with a consolidatedview of your customer data. Our auto-generated email and SMS solutions act as animmediate touch point with your customers,and our analytics team can provide valuable,actionable data insight.

Adetiq offers a PCIDSS secure dataprocessing environment and a combination ofover 45 years’ experience, advancedtechnology and personalised service todeliver high quality, cost effective customerdata processing solutions.

Lilah Walker, Head of Marketing and SalesT: 01273 223995E: [email protected]

AspectAspect is the only software company with afully-integrated interaction and workforceoptimisation platform for enterprise contactcentres globally that need to profitably (andseamlessly) orchestrate people, processes andtouch points in an era when the contact centreis the new centre of the customer experience.

We believe that today's consumers own theconversation, choosing when, where and howthey communicate. That the emergence ofdynamic, web-based and very public consumercommunication channels is thrusting the

Contact Centre into the leadership role fordelivering an excellent experience to thesehighly conversational consumers. Thoseorganisations that anticipate and adapt tothis "relationship revolution" will be betterpoised to build long-term customer loyaltyand value. That Aspect has the only ContactCentre product suite that can work across allchannels, in any environment and throughoutthe organisation to deliver remarkablecustomer experiences.

For more information visit T: 0208 0188345 E: [email protected]/uk

TrustpilotTrustpilot is an online review-drivencommunity and platform that buildsrelationships between consumers andbusinesses. Launched in 2007, Trustpilot hasseen demand for its service rapidly increase,now providing over 85,000 businesses withTrustScores based on more than 7.5 millionreviews. Trustpilot operates in 24 countries,with offices in the UK, US and Denmark.

Enabling businesses to engage with customersdirectly, Trustpilot invites shoppers to providereviews of their experiences, allowing for amore open conversation about businessimprovements based on personal feedback.

Learn more at: www.business.trustpilot.co.ukTrustpilot, 16 High Holborn, London, WC1V 6BXE: business.trustpilot.co.uk/contact-usT: +44 (0)203 630 0750

WNS

WNS is a leading global business processmanagement company offering businessvalue to 200+ global clients across keyindustry verticals, including Banking &Financial Services, Insurance, Travel & Leisure,Retail & Consumer Packaged Goods, andUtilities among others.

WNS has strong domain-expertise in thecontact centre space and delivers end-to-endcustomer care services across multiplechannels and languages. The servicespectrum ranges from conventional solutionssuch as customer service, customercomplaint management, collections, technical

and special service desk to the moreadvanced services such as loyalty programmanagement, Web analytics and contact centreanalytics. Among WNS’s recent innovations incontact centre are the WNS Sales Centre ofExcellence - an innovative approach thathelps enhance revenue generation for clientsand ProGenie - WNS’s proprietary frameworkfor unified Web engagement aimed at real-time customer engagement, service and saleson the Website. WNS has 35 delivery centresspread across 10 countries.

WNS Global services (UK) LimitedMalta House, 36-38 Piccadilly, London, W1J 0DPT: +44 207 440 0800F: +44 207 440 0808www.wns.com

EmberEmber is a new kind of customer managementconsultancy focused on helping its clients torealise commercial value from their customermanagement activities. It does so byidentifying and then exploiting opportunitiesfor cost reduction, revenue enhancement andimproved customer worth. In that respectEmber has an unashamedly financial focus and

is committed to achieving tangible businessbenefits. Its recommendations are backed byrobust and detailed analysis as well as a clearoutline of the financial benefits the client canexpect to gain through implementation. Inthis way Ember provides a clear businesscase for change, innovation and restructure.

T: +44 (0)20 7871 9797E: [email protected]

Grass Roots is the world’s leading provider of employee and customer engagement solutions.

You’ve probably encountered our work today without even knowing it. When you fi ll up your car or get on your bike, top up your phone, receive an award at work, do your grocery shop, claim an on-pack promotional offer, browse online, call your utility supplier, eat out and even switch off your low-energy lights at night… (phew!), the chances are that Grass Roots could have played a part in making it happen.

REWARD FULFILMENT

IN 102 COUNTRIES

1 IN 6 PEOPLE IN UK TAKE PART IN OUR LOYALTY

SCHEMES

100,000 LEARNING COURSES

DELIVERED ANNUALLY

500,000EVENT

DELEGATES ANUALLY

So how can we help you?T: +44 (0)1442 829400www.grassrootsgroup.com

LET’S MAKE THINGS HAPPEN

Employee Solutions

Promotions & Incentives

Customer Engagement

Meetings & Events

PARTNERS


C3 PartnersC3 Partners brings a radically differentapproach to organisational change that iscentred unambiguously on the customer. Weput customers at the heart of the changeagenda to accelerate and maximiseperformance improvement – deliveringtransformed results for the organisation,based on great outcomes for their customers.

C3 Partners’ unlocks the full potential ofcustomer-centred change through its widely-proven Customer-Centred Framework. We

look straight to your customers for theclearest possible view of performance therecan be. With this clear understanding of thecustomer Voice we uncover the reality of theGap between actual customer needs andexperience, and your organisation’sperception of them. This is the foundation fora Change programme to deliver a customer-centred future - using the customer as acompass to simplify complexity and guidestrategic investment choices.

C3 Partners, 120 Pall Mall, London SW1Y 5EAT: 0207 101 0737

CCMAFormed in 1994, the CCMA is the longestestablished association representing the callcentre industry in the UK. We supportcontact centre managers through providingopportunities to network; to openly sharebest practice and to increase their skills andknowledge through specialist training.

Our aim is to offer timely and impartial adviceto our members; to keep contact centre leadersin touch with changes in their industry; to

provide credible benchmarking informationand to help individuals maintain an awarenessof the latest trends and developments.

The Associations Strategy Board is made up ofcall centre professionals who work full time inthe industry and give up their time voluntarilyto support the Association and its members.

T: +44 (0)844 8000623E: [email protected] www.ccma.org.ukwww.ukcontactcentreawards.co.ukTwitter: @ccmatalk

The Peer AwardsThe Peer Awards are an innovative businessaward that puts the ideas of the finalistscentre-stage. Finalists present their entries ata special conference where they also uniquelyparticipate in the judging, and they all featurein The Independent newspaper and at TheTimes website. Engage Customer is

partnering with the Peer Award for Excellencein Customer Engagement.

Stephen Citron, DirectorThe Peer Awards for Excellencewww.ThePeerAwards.com [email protected] T: 020 8395 8886M: 07913 950289

UKCCFThe UK Contact Centre Forum is the regionalcontact centre user group for London, SouthEast, Midlands & Yorkshire. We host networkingevents where we invite guest speakers in todeliver thought provoking presentations thatwill stimulate debate and discussion. We runworkshops and present case studies and

organise site visits to contact centres in theUK. We also run monthly webinars.

For more information please contact: Trevor ButterworthT: 07932 669 299E: [email protected]: @UKCCForum

The ForumRaising Standards in Customer Operations As champions of best practice andprofessional development in customercontact, The Forum is widely recognised asan innovative, inclusive and independentcommunity of professionals who stimulatecollaboration and continuous improvementunderpinned by four communities: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership

Our team of independent experts offersadvice and support, enabling members tomake a tangible impact in their organisationand show how the capability of each supportfunction is fundamental to the business,through specialist accreditation, qualificationsand standards benchmarking.

Nicola CallanHead of Engagement and LearningT: 0333 123 5960E: [email protected]

CUSTOMER ENGAGEMENTMADE EASYEVERY CHANNEL. EVERY TOUCHPOINT.

The ‘always on’ customer can be tricky to do business with; they do their homework online before calling and have a voice via social media to tell everyone how happy or unhappy they are with you. Perhaps trickiest of all, they hop from channel to channel expecting you to be right alongside them for the whole journey. In today’s competitive landscape, it’s more important than ever that you get that customer journey right.

• Personalised routing and contact handling regardless of customer channel choice

• Enhanced by rich data in Salesforce to inform every conversation

• Effortless customer experience as contacts are routed on context rather than channel

• Boost agent productivity with a single integrated desktop for handling all contact channels

newvoicemedia.com

24th FebruaryEvolution of Voice ofthe CustomerDirectors Forum

26th MarchCustomer Engagement inthe Retail Sector DirectorsForum

21st MayCustomer Engagement inFinancial Services DirectorsForum

25th JuneSocial CustomerEngagement DirectorsForum

24th SeptemberCustomer EngagementTransformation DirectorsForum

16th JulyBig Data and AnalyticsDirectors Forum

22nd OctoberDigital CustomerDirectors Forum

25-26 NovemberCustomer EngagementSummit

Events for 2015www.engagecustomer.com

Transforming performance. Engaging with care.

Customer management outsourcing that delivers for your customers. And for your business.We’ve got what it takes to transform your customer management performance across every channel;

our clients. With care. Care for their business results and their customers’ satisfaction. With 25,000 people across the UK and worldwide, we’re working with leading brands and public sector organisations to do things differently – and better. Get in touch to see how we can help you.

@teamhgsuk e. [email protected] www.teamhgs.com

16 APRIL 2015

The Employee Engagement Summit has been launched to meet the growingdemand by businesses to focus on implementing effective employee

engagement strategies and operations as a number one business priority.

Recent surveys have shown that Employee Engagement is now the number onefocus and challenge for CEO's having overtaken Customer Service.

The Employee Engagement Summit is organised by the Engage team whoorganise the Employee and Customer Engagement Forum, now in its fourth

year and the highly regarded Customer Engagement Summit.

For more information contact Nick Rust on:[email protected] T: 01932 506 301

www.engageemployee.com

The1stEmployee

Engagement Summitwill take place in

London on 16th April 2015

The Employee Engagement Summit willmirror our already hugely successfulCustomer Engagement Summit held inthe autumn and now in its third year. TheSummits will also share the same venue,the Park Plaza Victoria Hotel.

Research from the Financial Timesreveals that the two most importantbusiness challenges identified by CEO’sare around their people and theircustomer relationships. There is anirrefutable body of evidence whichproves that organisations with engagedemployees have lower attrition, havemore engaged customers and as a resultgain long-term competitive advantage.

Employee engagement topof the business agendaOf course the evidence is plain for all tosee. The improved business performanceand market capitalisation oforganisations who deliver great servicethrough their people is now a given –and even those who improve theirservice from low to average see benefitsgo straight to their bottom line.Engaging and properly directing ourpeople is a no-brainer in terms of thebenefits it brings.

While CEOs are putting their people andtheir customer relationships at the top of

Engage Customer, organiser of the highly respected Employee and CustomerEngagement Forums for the past four years, is following up the launch of its

upcoming new web offering engageemployee.com with the announcement of ourfirst Engage Employee Summit to be held in London on April 16 2015

FEATURE

First EmployeeEngagement Summit

set for Spring 2015

16 APRIL 2015

“There is an irrefutablebody of evidencewhich proves thatorganisations with

engaged employeeshave lower attrition,have more engagedcustomers and as a

result gain long-termcompetitiveadvantage”


▼

their business agenda – still not enough ofthem are really drawing a causal linkbetween the two, and making it part of anoverarching business strategy. The signs are that businesses are movingin the right direction, and those who doare enjoying a clear competitiveadvantage. Our Employee EngagementSummit will put a spotlight on thoseorganisations who are getting theiremployee engagement strategies right.

Employees andcustomers firstLatest Customer Experience Excellenceresearch from Nunwood identifies as aunifying factor among the Top 10 of thatTop 100, the best of the best, that theyput their employees first. In doing so theirpeople work within a culture that lendsitself to delivering high level andconsistent customer experience.

The virtuous circle formed by highlyengaged, motivated and well directedemployees interacting acrossdepartments with increasinglysophisticated and demanding digital agecustomers is the only sustainable wayforward and will remain a focal point forour activities.

The Employee Engagement Summit willhighlight the cultural and commercialbenefits of organisations taking an holisticand joined-up view of their employee andcustomer engagement strategies.

It will focus firmly on the key issues,challenges and opportunities aroundengaging our people and include worldclass case studies, expert opinion,analysis, panel debates, roundtablediscussions and high level networkingopportunities.

Engage EmployeeSummit leading fieldThe Customer Engagement Summit isalready recognised as the leading joined-up customer experience event of the yearand our aim is to quickly establish theEmployee Engagement Summit as theleader in its field.

Engage Customer co-founder andeditorial director Steve Hurst says: “Whenwe launched Engage Customer five yearsago our rationale was underpinned by acommitment to highlighting theimportance of organisations taking ajoined up approach to engaging ourpeople and our customers.

“Our Employee Engagement Summit andengageemployee.com will continue thiscommitment to helping organisations reapthe benefits of taking this holistic approach”

The Employee Engagement Summit comesas a growing number of organisations arerealising the business benefits that accruewhen they forge a link betweenengagement of their employees and theircustomers – although there is still muchwork to be done.

Chris Wood, Engage Customer managingdirector adds: “Employee Engagementhas always been high on our agenda atEngage Customer and the time is now rightfor us to expand our portfolio of activitiesand drill down into the challenges andopportunities that come from effectiveemployee engagement strategies.

“Delegates at our Spring 2015 Summit willbe armed with all the tools andtechniques and insight they need toimplement effective and successful longterm employee engagement strategies.”

“The virtuous circleformed by highly

engaged, motivatedand well directed

employees interactingacross departments

with increasinglysophisticated and

demanding digital agecustomers is the only

sustainable wayforward and will

remain a focal pointfor our activities”


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