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CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER OFFICIAL EVENT GUIDE PLATINUM GOLD CustomerEngagementSummit.com @EngageCustomer #EngageSummits ORGANISED BY:

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Page 1: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

CUSTOMERENGAGEMENTSUMMIT 2016T U E S D AY, 8 N O V E M B E R 2 0 1 6WESTMINSTER PARK PLAZA, LONDON

TECHNOLOGYTHE GREAT ENABLER

OFFICIALEVENTGUIDE

PLATINUM

GOLD

CustomerEngagementSummit.com@EngageCustomer #EngageSummits

ORGANISED BY:

Page 2: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

Find out more:www.verint.com/customer-engagement

Page 3: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

WELCOME

1

CustomerEngagementSummit.com @EngageCustomer #EngageSummits EngageCustomer.com

Customer Engagement Summit is organised by Engage Business Media LtdJoin engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter,Engage Customer, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGCompany Registration No. 8636460

Steve HurstEditorial Director

E: [email protected]: 01932 506 304

Nick RustSales Director

E: [email protected]: 01932 506 301

James CotteeSponsorship Sales

E: [email protected]: 01932 506 309

Claire O’BrienSponsorship Sales

E: [email protected]: 01932 506 308

Robert CoxSponsorship Sales

E: [email protected]: 01932 302 110

Katie DonaldsonMarketing Executive

E: [email protected]: 01932 506 302

Claire PooleConference Producer

E: [email protected]: 01932 506 300

Dan KeenDelegate Sales

E: [email protected]: 01932 506 306

James HitchinsonDelegate Sales

E: [email protected]: 01932 506 305

Alex WebbDelegate Sales

E: [email protected]: 01932 506 303

Dan SkinnerDelegate Sales

E: [email protected]: 01932 506 307

Sabrina ClarkeFinance Department

E: [email protected]: 01932 500 103

A warm welcome to our fifth Customer EngagementSummit, now firmly established as Europe’s premierand most highly regarded customer and employeeengagement conference.

Our flagship Summit has gained a reputation for delivering leading-edge world class case-studyled content in a business-like yet informal atmosphere which is conducive to delegate, speakerand sponsor networking. It’s a place both to learn and to do business. The overarching theme ofthis year’s Summit is ‘Technology the Great Enabler’ as we continue to recognise the criticalrole that new technologies and innovations are playing in the fields of customer and employeeengagement.

We have several new elements to further improve this year’s Summit – not least our move tothis new bigger venue, the iconic London Westminster Bridge Park Plaza Hotel following onfrom four hugely successful Summits at the London Victoria Park Plaza.

Also new for this year is an algorithm based 1-2-1 Meetings Networking App. This technologygives you the visibility of everyone who has registered and the opportunity to reach out andconnect with your peers, extend your network and pre-organise meetings in our brand newNetworking Lounge.

These additions and improvements are all designed to enhance the customer experienceenjoyed by delegates, speakers and sponsors attending the Summit.

Yet another first is that this year’s Summit is being held on the same day and at the same venueas our inaugural Engage Awards – the only customer and employee engagement Awardsprogramme.

The chief aim of this Summit is for our delegates to go back to their organisations armed withall the tools, strategies and techniques they need to deliver successful long term customer andemployee engagement strategies to create and maintain sustainable competitive advantage.Have a great day.

Steve Hurst, Editorial Director, Engage Business Media

THE TEAM

WELCOME

Page 4: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

REIMAGINE THE FUTURE OF CUSTOMER ENGAGEMENTCustomer Engagement Summit8th November 2016Westminster Park Plaza Hotel, London

Find out more at stand #18

Page 5: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

KEYNOTE STAGE• Chairs Introduction – ‘Technology The Great Enabler’ 19• Timpson Case Study – The Secret Behind Amazing Service 19• Teleperformance – Curating Your Customer Engagement Ecosystem 19• M&S Case Study - Making Every Moment Special for Colleagues & Customers 21• Domino’s Case Study - Staying Ahead in a Changing Marketplace 21

KEYNOTE STAGEHALL 1

HALL 2HALL 3

HALL 4

CONFERENCE PROGRAMME – HALL 1• Customer Engagement Transformation, Part One 22• Linking Voice of The Employee and Voice of The Customer 23• CX Strategies for The Customer Journey 25• Evolution of Voice of The Customer Accross the Enterprise 26• The Future of Work 27

CONFERENCE PROGRAMME – HALL 2• Customer Engagement in Financial Services, Part One 30• Innovative and Disruptive Strategies in CX, Part One 31• Customer Engagement in Financial Services, Part Two 33• Customer Data Security & Privacy 34• Artificial Intelligence & Robotics 35

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made to ensureaccuracy in the compilation of this publication, the Publisherscannot be held liable for errors and omissions.

©COPYRIGHT Engage Business Media Ltd. All rightsreserved. No part of this publication may be reproduced,stored in a retrieval system, or transmitted, in any form or bymeans, electronic, mechanical, photocopying, recording orotherwise, without prior consent in writing to the publisher.

CONFERENCE PROGRAMME – HALL 3• Customer Engagement in Retail, Part One 38• Engaging with The Digital Customer Across the Enterprise 39• Innovative & Disruptive Strategies in CX, Part Two 41• Customer Engagement in Retail, Part Two 43• Employee Recognition, Reward & Retention 44

CONFERENCE PROGRAMME – HALL 4• Customer & Employee Engagement 46• Future of The Contact Centre 47• Customer Engagement Transformation, Part Two 49• Learning & Development 50• The Evolution of CX Service Design 51

FOCUS GROUPS• Implementing a Voice of Customer Programme to Match Your

Business Objectives 54• Customer Journeys, Loyalty and Neuroscience 55• Big Data — The Case for Customer Experience 56

Sponsors 58-66

Exhibitors 67-69

Partners 72

Visitor Information 4

Sponsors & Partners 6-7

Whats On 9

Agenda Summary 10-11

Summit Speakers 12-15

Floorplan 16-17

FOCUS GROUP

CONTENTS

3

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SUMMIT HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.30 Plenary Sessions

10.30 – 11.00 Networking & Coffee Break

11:00 – 13.00 Presentations

13:00 – 14:00 Lunch

14:00 – 15:00 Presentations

15.00 – 15.30 Networking & Coffee Break

15:30 – 17:40 Presentations

17:40 – 19.00 Drinks & Networking Party with Entertainment

19:00 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on the groundfloor near the main entrance.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resortsand use the passcode: CES16

Join the Conversation:#EngageSummits @EngageCustomer

First Aid:Please visit the reception desk on theground floor should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:Amenities at Park Plaza WestminsterBridge Hotel London include:31 meeting rooms; an Executive Loungeand free Wi-Fi throughout the hotel.Guests can invest in their well-being with aworkout in the fitness centre, featuring a15-metre swimming pool, and a revitalisingtreatment from Europe's first Mandara Spa.

Travel:Waterloo and Westminster tube stationsare a five-minute walk from theWestminster Park Plaza hotel.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 1throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary Beer and/or Glass ofwine is provided on behalf of the NetworkingParty sponsor.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party with

entertainment

VISITORINFORMATION

4

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SPONSORS

6

PLATINUM

GOLD

THANKS TO OUR SPONSORS

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SILVER

BRONZE

PARTNERS

SPONSORS

7

THANKS TO OUR SPONSORS

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Page 11: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

WHATS ON

9

FOCUS GROUPS - JOIN IN ON THE DISCUSSION!

Session 2: 14.00 – 15.00Session 1: 11.00 – 12.00

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively,please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are ona first come first served basis and we advise you to book early as places are very limited.

BOOK YOUR PLACE:

Introduced by Yiannis Maos, Rant & RaveDon’t miss out on a refreshing bottle of beer, chilled glass of wine and someexcellent post-event entertainment, brought to you by Rant & Rave

We’re delighted to announce that rounding off a day full of world-class case studies is noneother than award-winning comedian Alun Cochrane.

Alun’s no-nonsense style has landed him several television appearances, most recently MichaelMcIntyre’s Comedy Roadshow. He’s also often seen on Eight out of Ten Cats, Mock the Week,and has appeared on Soccer A.M and Live at the Comedy Store. Radio producers are also awareof Alun’s talents and he’s recently joined Frank Skinner’s Absolute Radio Show and can be heardevery Saturday morning from 8am.

AFTER EVENT PARTY

Implementing a Voice ofCustomer Programme to Matchyour Business Objectives

Proven methodology and lessonslearnt from 50+ implementations.

• Structuring your VoC-related business objectives• Identifying the operational levers to be activated to reach them• Designing the most suitable VoC programme:• The survey approach: targets and volumes, media, questionnaires and indicators• How customer feedback should be communicated throughout the organisation• How customer feedback should lead to actual CX improvements and further customer engagements• Key implementation success factors• How to get fast results?• How to ensure sustainable value creation?

Customer Journeys, Loyalty andNeuroscience

Neuroscience has increased ourawareness and understanding of astate called cognitive overwhelm.

• Today we are bombarded with a huge amount of ‘data’ every second. There is no way anyone can process all of this.• The more that is required from us to do something, the less we are likely to engage.• So, how can you optimise customer engagement in this new world of cognitive overwhelm?• What channels seem more appropriate in different everyday situations and for different market segments?

Big Data — The Case forCustomer Experience

Come and discuss how organisations arestriving to gain a better understandingof their customers, to provide anexcellent customer journey, buildbrand loyalty, and remain competitive.Feedback is fuel to evolving thecustomer experience (CX).

But as those volumes swing betweendeclining structured feedback andincreasing unstructured socialcommentary, there is a anoverwhelming pressure to utilise thevast amounts of customer data heldacross all business units. Harness bigdata and federate it into effective CXprogrammes and your organisation alsomoves to precise predictive modelling,understanding customers’ wishes,before they are even aware of it.

NETWORKINGPARTY

SPONSORED BY

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08:15 Registration & Coffee

09:00 Introduction from Summit Chair......Technology the Great EnablerMike Havard, Director, Ember Services

09:10 Opening Keynote: Timpson Case Study– The Secret Behind Amazing ServiceJohn Timpson, Chairman, Timpson

09:30 Curating Your Customer Engagement EcosystemAmit Shankardass, Global Marketing Executive, Teleperformance

THE FUTURE OF WORK16:30 How to Manage People in Increasingly Demanding Times

David MacLeod OBE, Co-Chair, Engage For Success

16:50 What Will the Future of Work Look Like for Businesses Operating Today?Leon Stafford, Regional Territory Manager, Interactive Intelligence

17:10 Unicef UK Case Study: Unlocking Potential–When a Disaster StrikesVicky Johnson, Head of Supporter Care & Carine Barbara,Advisor For Supporter Care Team, Unicef UK

17:30 Chair’s SummaryMike Havard, Director, Ember Services

EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE15:30 Evolution of ‘Voice of the Customer’ – Are You at the Top of

the Ladder?Helen Wilson, Managing Director-IPSOS Loyalty, IPSOS Mori

15:50 Building The Digital Contact Centre– Overcoming Digital Customer Engagement ChallengesMatt Hooper, SVP Global Marketing, Imimobile

16:10 Trafford Housing Trust Case Study: Community Problems, Community Solutions: How to Solve a Problem Like Poverty?Eve Blezard, Trafford Housing Trust

CX STRATEGIES FOR THE CUSTOMER JOURNEY14:00 NHS24/Macmillan Trust Case Study: Delivering Personalised On-

line Health Information – The Movement from Paper to DigitalKevin Hutchison, Macmillan National Strategy Manager, NHS24

14:20 Delivering Flawless Customer Experience Every Time:Key Factors to a Successful CX TransformationKenny Lang, Transformational Lead, Three & Nick Duggan,General Manager and Head of Sales EMEA, Cyara Solutions

14:40 Museum of London Case Study: Market Forces – How the Customer Journey Took a Museum Up a Different StreetAntony Robbins, Director of Communications, Museum of London

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER12:00 Heathrow Airport Case Study: A Great Place to Work

– Our Colleagues JourneyJane Smith, Head of Performance & Engagement, Heathrow Airport

12:20 Evolution: The Convergence of Customer and Employee EngagementClaire Sporton, VP, Customer Experience Management, Confirmit

12:40 ITV Case Study: How We Gave Everyone a VoiceAlice Colarusso, Head of Internal Communications, ITV

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE11:00 02 Case Study: Surprise & Delight: What is it and why do we do it?

Kal Durand, Social Engagement Specialist, O2

11:20 1st Central Case Study: Using Knowledge to Help You Deliveran Outstanding Customer Experience.Gary Lucas, Head of Customer Experience, 1st Central

11:40 Virgin Care Case Study: It’s Not What We Say Or Do, it’s How We Make People FeelMichelle Hawkins, Head of Futures & Simon Lucas, Head of Communications and Marketing, Virgin Care

15:00 Coffee & Networking Break

13:00 Lunch

HALL 1Chair: Mike Havard, Director, Ember Services

ARTIFICIAL INTELLIGENCE & ROBOTICS16:30 Chat Bots: Revolution or Devolution?

Jim Meadows, Head of Product, Myclever™ Lab

16:50 IBM Watson Case Study: Conversational Engagement Through AIDale Lane, IBM Watson Developer

17:10 Panel Discussion

17:30 Chair’s Closing RemarksMartin Hill-Wilson, Founder, Brainfood Consulting

CUSTOMER DATA SECURITY & PRIVACY15:30 World Class Service, World Class Protection

Mark Chaplin, Information Risk Management Leader,Information Security Forum

15:50 Taking The Offensive: Working Together to Disrupt Digital CrimeLuke Beeson, Vice President, Security UK and Global Banking& Financial Markets, BT

16:10 The New European Data Protection Regime – How General Data Protection Regulation (GDPR) Affects The World Of Customer EngagementJonathan Armstrong, Partner, Cordery Compliance

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO14:00 Royal Bank of Scotland Case Study: Overlaying Data with

Human BehaviourSarah Perkins, Head of Customer Conversations, Royal Bank of Scotland

14:20 Travel Insurance Facilities Group Case Study: The Power of Being Your Own Passionate CustomerFiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group

14:40 Panel Discussion

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE12:00 Case Study: Airbnb – Engagement by Design

Adrian Swinscoe, Consultant, Rare Business

12:20 Three Case Study: The Transformation of Three Ireland to a Customer Centric OrganisationJustin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland

12:40 Facebook Case Study: The Evolving Landscape of MarketingHow Brands are Embracing MobileJonathan Herman, Head of eCommerce & Retail, Facebook

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE11:00 Zurich Case Study: Zurich FutureYou, Building a Consumer Business

Emma Huntingdon, Managing Director – FutureYou, Zurich

11:20 Atom Bank Case Study: The Future of BankingMichael Sherwood, Head of Customer Experience, Atom Bank

11:40 Panel Discussion

HALL 2Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

PLENARY KEYNOTESAGENDA

SUMMARY

1017:40 Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave

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09:50 Opening Keynote: M&S Case Study– Making Every Moment Special for Colleagues and CustomersJo Moran, Head of Customer Experience, M&S

10:10 Opening Keynote: Domino’s Case Study: Staying Ahead in a Changing Marketplace With Disruptive EntrantsDavid Wild, Chief Executive, Domino’s Pizza Group

10:30 Coffee & Networking Break

CUSTOMER ENGAGEMENT IN RETAIL, PART TWO15:30 Kia Oval & American Express Community Stadium Case Study:

The High Speed Customer ExperienceNick Brice, L&D Partner, American Express Community Stadium

15:50 Figleaves Case Study: A Practical Guide to Implementing aMulti-Channel Customer Service StrategyLeigh Janson, Customer Service Manager, Figleaves

16:10 Sofology Case Study: Co-Creating your Culture With Customers and TeamsAlyson Fadil, People Director, Sofology

INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO14:00 Box Plus Network Case Study: Content for a Constantly

Connected ConsumerMatt Rennie, Managing Director, Box Plus Network

14:20 What’s Next? – The Really Big Stuff in Business Strategy InnovationMorris Pentel, Director, Customer Experience Foundation

14:40 Trentbarton Case Study: Talking With our Customers– Whatever Next!Jeff Counsell, Managing Director, Trentbarton

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE12:00 Three Case Study: Offers and Rewards Reinvented

Danny Dixon, Director of Customer Strategy and Base Marketing, Three UK

12:20 Conversational Messaging Will Change the Way You Engage with Customers ForeverMark Oppermann, EVP Sales & Marketing, Webio

12:40 Making E-Retail Websites Truly Easy-To-Use: Applying Ease of Doing Business to Online ShoppingMoira Clark, Professor of Strategic Marketing & Director of TheHenley Centre for Customer Management, Henley Business School

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE11:00 AO Case Study: Being Exceptional in the Moments that Matter

Danny Emmett, Group Retail Operations Director, AO World

11:20 Digital Needs the Human TouchSandra Galer, Consulting Director, Merchants

11:40 Tesco Case Study: Serving Britain’s Shoppers a Little Better Every DayHelen Gales, Customer Service Director, Tesco

15:00 Coffee & Networking Break

13:00 Lunch

HALL 3Chair: Andrew McMillan, Principal, Engaging Service

THE EVOLUTION OF CX SERVICE DESIGN16:30 Case Studies From Virgin, Fidelity and Bupa: When (and When

Not) to Use Customer Experience DesignSean Risebrow, Director of Customer Experience, Bupa

16:50 Donor Experience Case Study: Using Disruption to Changethe Behaviour of a Whole IndustryRichard Spencer, Director for the Commission, Donor Experience

17:10 Panel Discussion

17:30 Chair’s SummaryCathy Brown, Executive Director, Engage For Success

LEARNING & DEVELOPMENT15:30 Innovative Approaches to Engagement: Today’s Leaders and

Future GenerationsNick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP

15:50 Getting The Balance Between User Experience and Customer Experience RightAdam Charlesworth, Leadership Consultant & Educator

16:10 Winning Attitudes: What Does it Take to be Successful?Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO14:00 Disney, Premier Inn and Burberry Case Studies: Customer

Excellence is the External Manifestation of Internal AlignmentDr. Simon Moore, Chartered Business and Consumer Psychologist, Innovationbubble

14:20 Humanising Customer Engagement in a Digital WorldRachel Lane, Director of Customer Analytics, EMEA, Verint

14:40 Sureflap Case Study: Providing Purr-Fect Service in theConnected WorldSarah Metcalfe, Head of Customer Service, Sureflap

CUSTOMER & EMPLOYEE ENGAGEMENT11:00 Europe’s Changing Customer Experience Environment:

10 Illuminating Insights From a Multi-Country StudyIan McVey, Head of Enterprise Sales, Northern Europe, Qualtricsand Steve Hurst, Editorial Director, Engage Business Media

11:20 Customer Surveys – WTH!Jamie Thorpe, Commercial Director, Grass Roots

11:40 Barclays Case Study: Digital Inclusion and Empowerment– The Truth Behind the Digital Eagles StoryDave Shepherd, Director of Digital Eagles and Eagle Labs, Barclays

FUTURE OF THE CONTACT CENTREGuest Chair: Peter Ryan, Principal, Ryan Strategic Advisory

12:00 BT Case Study: Engaging for ChangeSarah Davies, Principal, Internal Communications, BT Consumer

12:20 Future of the Contact Centre – “It’s all About the Journey”Russell Attwood, Business Development Director, Unify Communications

12:40 Geoffrey Insurance Case StudyPaul Baxter, Head of Direct, Geoffrey Insurance

HALL 4Chair: Cathy Brown, Executive Director, Engage For Success

PLENARY KEYNOTES

EMPLOYEE RECOGNITION, REWARD & RETENTION16:30 Eau Palm Beach Resort Case Study: Values; The Secret Truth

About Employee EngagementSimon Lewis, Owner, Eau Palm Beach Resort & Spa

16:50 The Connected Brand - Building Customer Experience from the Inside OutLouisa Moreton, Engagement Director, Instinctif Partners

17:10 ESI Media Case Study: We Are Human (Resources)Kannan Ganga, Group HR Director, ESI Media

17:30 Chair’s SummaryAndrew McMillan, Principal, Engaging Service

AGENDASUMMARY

1117:40 Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave

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David WildDomino's Pizza

Martin Hill-WilsonBrainfood Consulting

Sean RisebrowBupa

Kal DurandO2

Kevin HutchisonNHS 24

John TimpsonTimpson

Cathy BrownEngage For Success

Nick Shackleton-JonesBP

Justin ConryThree Ireland

Danny EmmettAO

Jo MoranMarks & Spencer

Mike HavardEmber Services

Jane SmithHeathrow

Vicky JohnsonUnicef UK

Helen GalesTesco

Amit ShankardassTeleperformance

Andrew McMillanEngaging Service

Alice ColarussoITV

Carine BarbaraUnicef UK

Emma HuntingtonZurich

SPEAKERS

12

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Steve HurstEngage Business Media

Paul BaxterGeoffrey Insurance

Alyson FadilSofology

Dave ShepherdBarclays UK Retail Bank

Nick BriceAmerican Express

Community Stadium

Jonathan HermanFacebook

Gary Lucas1st Central

Matt RennieThe Box Plus Network

Jim MeadowsMycleverlab

Helen WilsonIPSOS Mori

Michael SherwoodAtom Bank

Goldie SayersFormer UK Champion Javelin Thrower

Jeff CounsellTrentbarton

Sarah PerkinsRoyal Bank of Scotland

Jonathan ArmstrongCordery Compliance

Sarah DaviesBT Consumer

Simon LewisEau Palm Beach Resort & Spa

Kannan GangaESI Media

Sarah MetcalfeSureflap

Dr. Amanda PotterZircon Management

Consulting Ltd

SPEAKERS

13

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SPEAKERS

14

David MacLeod OBEEngage For Success

Eve BlezardTrafford Housing Trust

Sandra GalerMerchants

Mark ChaplinInformation Security Forum

Louisa MoretonInstinctif Partners

Fiona MacraeTravel Insurance Facilities Group

Michelle HawkinsVirgin Care

Richard SpencerDonor Experience

Russell AttwoodUnify Communications

Claire SportonConfirmit

Thierry AubertMediaTech Solutions

Antony RobbinsMuseum of London

Dale LaneIBM

Dr. Simon MooreInnovationbubble

Ian McveyQualtrics

Adrian SwinscoeRare Business

Morris PentelCustomer Experience Foundation

Peter RyanRyan Strategic Advisory

Adam CharlesworthLeadership Consultant and Educator

Danny DixonThree UK

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SPEAKERS

15

Leigh JansonFigleaves

Amy BrannSynaptic Potential

Simon LucasVirgin Care

Mark OppermannWebio

Diana TyszkiewiczMaritzCX

Jamie ThorpeGrass Roots

Declan BoyleThree Ireland

Andrew SmithMaritzCX

Rachel LaneVerint

Professor Moira ClarkHenley Business School

Luke BeesonBT

Matt HooperIMImobile

Kenny LangThree

Surash PatelMGage

Barry PollittVodafone

Leon StaffordInteractive Intelligence

Nick DugganCyara Solutions

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Lower Level 1 - Sponsors and Expo Hall

20

1621

23

26

27

28

33

34

35

36

31

32

1514

1312

1110

9 8 7 6 5

4

2

1

1718

19

Catering

Catering

Catering

Catering22

STAGE

SponsorsAcademie du Service 6Confirmit 12Customer Experience Foundation 17Cyara 14Grass Roots 1IMImobile 4Instinctif Partners 5Intelecom 19Interactive Intelligence 18Maritz CX 20Merchants 2mGage 13Qualtrics 10Rant & Rave 15Transversal 11Unify Communications 9Verint 8Webio 7

ExhibitorsAccelerator Solutions 16Bosch Service Solutions 27Comarch 21Feedback Ferret 28Investors in Customers 31Living Lens 32Maru/edr 23Service Tick 22Wizu 26

PartnersAssociation for Business Psychology 33Ember Services 34Engage for Success 35The Forum 36

Sponsor lounge

Speaker lounge

Networking1-2-1 meeting lounge

Bar

Staircase

Lifts

FLOORPLAN

16

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Lower Level 2 - Seminar Halls 1, 2, 3, 4 and Focus Groups

FLOORPLAN

17

Lifts

Staircase

Stage StageHall 1 Hall 2

Focus Groups

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KEYNOTE STAGE

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KEYNOTE STAGERegistration & Coffee

Introduction from Summit Chair - ‘Technology the Great Enabler’Mike Havard, Director, Ember Services

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operationsmanagement, HR leadership and then as a senior professional in customer management strategy, operational deliveryand leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a foundingdirector of Ember, a business services group focused on service strategies across channels (digital, voice and retail) andperformance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations todetermine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations rangingfrom anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. Hehas authored management textbooks in customer management, and has had many thought leading papers published.Mike has also been an advisor to government departments, nationally and internationally, and has advised many UKand global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and dodangerous things in the mountains occasionally. (But likes it better when he comes back!)

Opening Keynote: Timpson Case Study – The Secret Behind Amazing ServiceJohn Timpson, Chairman, Timpson

John Timpson is happy to be called a maverick, a description earned through his unconventional approach tomanagement. But John runs his business in a unique way for very good reasons. In this session he will explainwhy he abandoned ordinary business principles to help give his customers an amazing service and create acompany culture based on common sense.

John Timpson was educated at Oundle and Nottingham University. The Timpson family business was taken over in1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated onbuilding the shoe repairing and key cutting business, which has diversified into engraving, watch repairs, dry cleaningand photo processing. Timpson now has over 1600 branches nationwide, including the Max Spielmann and SnappySnaps brands and a successful Timpson Locksmiths business. The Group has a turnover of over £200m and profits ofover £25m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its creativeapproach to employee engagement and innovative work helping ex-offenders – it is the UK’s most active employer ofpeople from prison. Recently widowed, John Timpson was married to his wife Alex for 47 years. He has five childrenVictoria (47), James (45), Edward (42), together with Oliver (40) and Henry (29). John and his wife were also fostercarers for 31 years, during which time they fostered 90 children. In 2000 he wrote ‘Dear James,’ which passes on to hisson James, now Timpson’s CEO, the lessons learned in 25 years as a Chief Executive. A management maverick, hedescribes his business philosophy in ‘How to Ride a Giraffe’, ‘Upside Down Management’ and ‘Ask John’. His latest book‘High Street Heroes’ was published in 2015.

Curating Your Customer Engagement EcosystemAmit Shankardass, Global Marketing Executive, Teleperformance

Our customers’ pace of adoption is driving critical changes to our customer engagement technologies,processes, and data management. The game is changing, and we have to change with it. In this session we willdiscuss how a service provider can be the enabler for brands on their journey to achieving true omnichannelcustomer experience and its benefits. As curators of the necessary solutions, platforms and processmethodologies required, they can offer flexibility and scaleability underpinned by rigorous governance andresilient infrastructure.

With a focus on thinking like a customer, Amit brings a tenured history in the Business Process Outsourcing (BPO) arenahaving served in multiple roles in strategic planning, marketing, sales, product development and operations with leadingglobal service providers. In his current role of Executive Vice President of Marketing for Teleperformance, he isresponsible for leading all aspects of marketing programmes and communications, product innovation, businessintelligence, sales enablement, public relations and other associated go-to-market activities for the company’s EnglishSpeaking and Asia Pacific Markets. His focus is on the understanding of customer experiences and the alignment ofengagement strategies to meet these emerging needs. Most recently, he served as the Chief Marketing Officer at leadingBPO organisations Sitel and Alorica. Previously Amit served strategic planning, product development, and corporatemarketing for the desktop support service product line of DecisionOne. He started his career serving in various businessdevelopment and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certified Partner.

09:00-09:10

08:15-09:00

09:10-09:30

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KEYNOTE STAGEOpening Keynote: M&S Case Study – Making Every Moment Special ForColleagues and CustomersJo Moran, Head of Customer Experience, M&S

We often hear about the importance of mobile technology in today’s customer experience, and here at M&S wehave been working on how we bring mobile devices into the work place for our colleagues to help them do theirjob and deliver a better customer experience.

During her 25 years’ experience with M&S, Jo has progressed through a varied range of roles including storemanagement, franchise arrangements and overseas operations, change management programmes and, most latterly,customer service across all channels for the M&S UK operation.

In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s serviceethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training,performance management and reward mechanisms. Jo was able to achieve this transformation through strongstakeholder engagement and communication and a relentless approach to doing the right thing for customers. Joattributes the success of this work in part to developing a clear plan and evolving this over time rather than trying toomany different initiatives which had been the previous approach.

Until recently, Jo was also the Chair of Governors for a local primary school, where she took an active role in bringing herbusiness skills to use in a different field. She has more recently been appointed as a Non-Executive Director for a HousingAssociation based in Kent, where she is looking to bring her customer experience knowledge to bear in a different sector.In 2003 Jo graduated with Distinction from a part time MBA course at Aston Business School and is regularly asked tospeak about customer service at external events.

Opening Keynote: Domino’s Case Study: Staying Ahead in a ChangingMarketplace With Disruptive EntrantsDavid Wild, Chief Executive, Domino’s Pizza Group

The Fast Food market is evolving rapidly. Customers’ quest for quality, convenience and value mean that thereare good sales opportunities, but the choice of providers is vast. To make matters more challenging forincumbents, technology has enabled new web-based entrants to join the fray. More recently, deliveryaggregator specialists have added to the roster of brands available to consumers. Through this transition,Domino’s Pizza has emerged a a winning player by investing and innovating. David’s presentation will review thestory of the last few years and highlight some of the lessons learnt.

David is currently Chief Executive of Domino’s Pizza Group plc. He is a Non-Executive Director of the multi-channelconsultancy Practicology and also Bankers’ Investment Trust. Previously, David was Chief Executive Officer of HalfordsGroup plc and held senior roles within Walmart Stores Inc., Tesco Stores plc and RHM Foods Limited.

Coffee & Networking Break

09:50-10:10

10:10-10:30

10:30-11:00

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CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

02 Case Study: Surprise & Delight: What Is It and Why Do We Do It?Kal Durand, Social Engagement Specialist, O2

How and why O2 engage with customers in a way that is unexpected, creating memorable experiencesthat are worth sharing.

Having worked for O2 for the last decade I have been an integral part of the social media team for the past 4 years. Ihave been involved in everything from reputation management to proactive and reactive engagement. At O2 we try totake an innovative approach to improving the customer experience, something I feel all brands must strive to do in sucha competitive and crowded space.

1st Central Case Study: Using Knowledge to Help You Deliver an OutstandingCustomer ExperienceGary Lucas, Head of Customer Experience, 1st Central

Hear how 1st Central is using knowledge to differentiate the business in a crowded market place and delivergreat service throughout the customer journey. Gary will be discussing why 1st Central selected aknowledgebase, how it was implemented, the benefits that 1st Central are receiving as a result and furtherareas that use of the knowledgebase could be extended into.

Born in Cyprus to British Forces parents, I spent 6 of my first 11 years living in different countries, before settling inSurrey. I left school at 18 and like so many, sort of fell into insurance for what was then Sun Alliance, based in Croydon.

At 21 I chose to become a Telesales agent for a new insurance start up (Royal Bank of Scotland Group InsuranceCompany Limited) which subsequently became Direct Line. Over the years I progressed to Assistant Motor UnderwritingManager, sitting on the ABI Group Rating Panel, before taking a 6-month secondment in 1997 based in Edinburgh withTesco Personal Finance to help launch their Motor product. The 6 months lasted 4 years, before returning to Direct Lineas the Online Sales Manager for Car Insurance. Over the next few years, online sales increased, as did my areas ofresponsibility and ultimately I looked after the entire online customer journey for Direct Line products.

In 2008 I joined Allianz as part of a new team to help develop and deliver new Car & Home insurance products for theirDirect business; these launched in 2010 & 2011 respectively. Not long after I was looking for a new challenge and sojoined 1st CENTRAL in 2012 as Head of Customer Experience. And it’s been a rollercoaster of a ride ever since.

Virgin Care Case Study: It’s Not What We Say Or Do, It’s How We Make People FeelMichelle Hawkins, Head of Futures, & Simon Lucas, Head of Communications and Marketing, Virgin Care

An insight into the culture of Virgin Care and how they engage colleagues and patients to deliver experienceswhere people feel the difference

I’ve spent my career trying to understand people and what makes them happy. I’m constantly scouting the globe forexamples and ideas of how to design better healthcare services and better lives. This journey has taken me to Virgin Care– a truly innovative organisation which delivers health and social care services that make a difference to peoples’ livesevery day. As Head of Futures, I look for ways to solve the challenges of today and to meet the opportunities oftomorrow, focusing all the time on innovation that delivers high value and transforms services. I feel very lucky to bepart of an organisation that is changing the face of healthcare in the UK and which recognises that great experiences areall about how you make people feel.

After working in Parliament and policy, Simon worked in public affairs at a leading Westminster consultancy for clientsacross a range of service delivery sectors including Virgin Care. This experience, alongside a broader interest in customerservice, lead to Simon joining Virgin Care full time where he has taken on increasing responsibility; first for how theorganisation communicates with stakeholders and, more recently, for customer service and experience.

HALL CHAIR:Mike Havard, Director, Ember Services

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LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER

Heathrow Airport Case Study: A Great Place To Work – Our Colleagues JourneyJane Smith, Head of Performance & Engagement, Heathrow Airport

As you would expect being an airport, Engagement for Heathrow is a Journey, an exciting, on-going direction oftravel to make Heathrow great. Jane Smith, Head of Performance and Engagement, aims to explain this journeywith their colleagues across Heathrow;

Why and how they started to make a change, how their business priority of Mojo has made a massive influenceon their culture, and although still on the journey, what a difference they are making already, both with theircolleagues and how it’s influencing their passengers.

Jane Smith has been Head of Performance and Engagement within Heathrow Airport Ltd for over 3 years, and loves it!Her role is to initiate and facilitate the successful implementation of the ‘Organisational Development’ agenda, in the areasof Employee Engagement, Performance Management, and Behaviour change. Specifically by developing and implementingan Employee Engagement strategy, and providing professional expertise, and coaching to leadership and managementteams, to promote understanding and ownership of engagement activity known across Heathrow Airport as Mojo.

Jane’s working experience has been very diverse, working for FMCG, Support Services, Engineering, Public Sector, andTechnology based organisations, both as an employee and as a consultant; having previously ran her own business inOrganisational Development and Cultural Change. Organisations Jane has worked for include: Reckitt Benckiser,OFCOM, Serco, Halcrow /CH2M Hill and Xerox both in the UK and internationally. Jane is also a qualified Coach, andhas a background in Psychology of Leadership.

Evolution: The Convergence of Customer and Employee EngagementClaire Sporton, VP, Customer Experience Management, Confirmit

Many organisations have a Voice of the Employee programme and a Voice of the Customer programme, each atdifferent stages of maturity. However, it is rare to see organisations that have evolved their VoC and VoE into analigned programme. Often these programmes will sit in different parts of the organisation and never the twainshall meet. In this session Confirmit will predict that the Evolution of Voice of the Customer will be dependenton the convergence of these two separate programmes. We will also offer some guidance for thoseorganisations ready to make the leap to the next level in VoC and VoE success.

Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Servicessector, and more recently supported a wide range of organisations in the development and implementation ofprogrammes that not only drive improvement in customer experience but deliver measurable business results. Claire’spassion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking downthe silos and empowering individuals across the organisation to do the right thing for both their customers and thebusiness as a whole.

ITV Case Study: How We Gave Everyone a VoiceAlice Colarusso, Head of Internal Communications, ITV

Even in a digital world, ITV colleagues still vote face-to-face their number one communication channel. Find outhow we use both online and offline channels to engage colleagues and create two-way dialogue, including thelaunch of our company-wide Ambassadors programme – giving every team at ITV a voice.

Alice Colarusso has worked within internal communications and digital marketing for 10 years. She has been with ITVfor over five years and has recently been promoted to head up the Internal Communications team. Her experienceincludes change management, company rebrands, launching global intranets, B2B and B2C websites, emails, mobileapps and social media. A key focus has been developing the company’s tone of voice to one that resonates withcolleagues and drives employee engagement.

Lunch

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CX STRATEGIES FOR THE CUSTOMER JOURNEY

NHS 24/Macmillan Trust Case Study: Delivering Personalised On-Line HealthInformation – The Movement From Paper To DigitalKevin Hutchison, Macmillan National Strategy Manager, NHS 24

Health information within the NHS has traditionally been disseminated via hard copy leaflets and booklets, withlittle done to track the movement towards “Digital First” approaches. NHS 24 and Macmillan Cancer Supporthave jointly developed a new web based tool which allows users to create a tailored online leaflet, which ispersonalised to their needs at that time and is adaptable as those needs change. Titled “Info For Me”, theproduct has offered an alternative to hard copy, and combined with translation software provides a uniqueapproach to how health professionals and the public approach distribution of health and wellbeing informationin their day to day lives. Fully developed around the needs of users, it represents a clear example of howengagement facilitates a continued improvement methodology for product development.

Kevin Hutchison is National Macmillan Strategy and Development Manager for NHS 24. He is responsible for theplanning and delivery of digital health and social care products and services across Scotland. This includes a strategicpartnership with Macmillan Cancer Support which has seen the introduction of a new personalisation tool to supportindividuals access the help and support at a time when they need it most. Kevin has a background in strategy andleadership with a double masters in health promotion and strategic management. He has also published within theJournal of Integrated Care, focused on the emergence of health and social care within Scotland.

Delivering Flawless Customer Experience Every Time: Key Factors to aSuccessful CX TransformationKenny Lang, Transformational Lead, Three & Nick Duggan, General Manager and Head of Sales EMEA,Cyara Solutions

80% of companies believe they provide a ‘superior experience’, but only 8% of their customers actuallyagree. A common mistake is basing your customer experience strategy on NPS scores from the 4% ofcustomers who actually complete a survey at the end of the call. How do you really know whatexperience your customers are having when 96% don’t voice complaints? This panel will discuss thecritical success factors in transforming customer experience. Find out where you really are on your CXjourney, how you progress to the next level and how you can improve your CX in half the time and at halfthe cost with greater quality.

Kenny is the Transformation Lead at Three. He is responsible for delivering innovative and successful change inorder to make the operation efficient and effective whilst delivering outstanding service on every customercontact.

Nick is the General Manager of EMEA for Cyara. In this role, he is responsible for establishing and growing thebusiness throughout that region. Nick is focused on ensuring success for Cyara’s European customers and indelivering business value to help them drive quality customer experiences.

Prior to joining Cyara in 2011, Nick was responsible for Business Development and GTM strategy for Telstra’sContact Centre Software as Service offerings to the Enterprise and Government sector throughout Australia. Thisrole built upon a solid foundation in IT acquired in Project Management and Consulting roles with Computersharein Australia, and at ATOS in the UK.

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Museum of London Case Study: Market Forces – How The Customer JourneyTook a Museum Up a Different StreetAntony Robbins, Director of Communications, Museum of London

Director of Communications Antony Robbins will tell us how getting into the shoes of its customers made themuseum re-consider its offer, sharpen its brand and develop its content. Thinking like a consumer brand andputting customers at the heart of everything made the museum look again at its very location. As a result, abrand new museum for London will open its doors in West Smithfield in 2022. This will re-cast the museum’sentire relationship with London and Londoners.

Antony Robbins, 52, is the Director of Communications at the Museum of London and Museum of London Docklands.He joined as the organisation opened its £22m Galleries of Modern London in 2010. The museum’s focus is onbecoming better known and reaching more people and it has invested considerably in digital technology. Its award-winning StreetMuseum app and films on YouTube have helped connect it to a cooler, more contemporary Londonaudience. This has both helped shape the museum’s brand and build its visitor numbers. The museum now has plans toleave its current site. By 2022 it will open up a state-of-the-art new museum just up the road in London’s nearby WestSmithfield. Much of Antony’s career has been in international relief and development. He worked at the UKgovernment’s Department of International Development and for aid agency CARE International. His role took himacross Latin America, Asia, the Balkans and sub-Saharan Africa. Antony was born in London – the city he still calls home.

Coffee & Networking Break

EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE

Evolution of ‘Voice of The Customer’ – Are You at The Top of The Ladder?Helen Wilson, Managing Director - IPSOS Loyalty, IPSOS Mori

• 100 slide presentation decks delivered at annual reviews to real time, enterprise-wide feedback influencing tactical and strategic decision making from front line to board room

• Paper/telephone survey responses to multi-mode feedback and bigger data providing a complete picture of the customer experience

• Measurement to management …

We’ve come a long, long way, but, clearly, there’s still a whole lot of work to do: too many company leaders aretelling us that their own organisations could be doing more to act on their customers’ feedback and deliver highquality customer service; too many customers are agreeing that’s so.

So what sits at the top of the VoC evolutionary ladder? Where are you on that ladder? What are some of thelessons we’ve forgotten from some of the lower rungs? The next rung – where do we go from here?

I’m about:

• Creating and building great client relationships• Customer experience management, satisfaction, loyalty/employee relationship management,

engagement … call it what you will• Helping clients build even better customer and employee relationships – by understanding what they need

to focus on, the impact of so doing, with the ultimate goal of improving business performance

Building The Digital Contact Centre– Overcoming Digital Customer Engagement ChallengesMatt Hooper, SVP Global Marketing, IMImobile

This session will be looking at:

• The true value of a digital customer experience – reality check• Digital channels and the rise of interactive messaging

15:30-15:50

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• Preparing the business case for digital and mobile customer engagement• Success stories – how interactive mobile chat can improve contact centre KPI performance• Overcoming technology challenges to bring digital interaction into the contact centre environment• What does the future look like – Human versus AI based interaction

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years of experience ininternational marketing, product management and business development. He joined IMImobile in 2015 from cloudcompliance SaaS provider Cognia. Prior he has led triple digit business growth in companies such as Boston-basedLavastorm Analytics, MDS, Colibria and as a founding executive of service delivery platform pioneer Elata. Matt has alsoheld senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology.

Trafford Housing Trust Case Study: Community Problems, Community Solutions:How to Solve a Problem Like Poverty?Eve Blezard, Trafford Housing Trust

Utilising customer and community engagement to transform community investment for Trafford Housing Trust.Trafford Housing Trust are a registered social landlord with around 9,000 properties across Trafford in theNorth of England. The trust has been issuing grant funding to community projects for the last ten years and hasrecently embarked upon a project to transform their approach to community investment. The trust will nowallocate a £2 million dividend annually into community investment, with a view to tackling poverty in aninnovative, new approach. To ensure the success of the new approach customer and community engagementwas vital and the trust employed a range of methods to understand the needs and expectations of a wide rangeof stakeholders. This presentation will cover the various challenges faced in customer engagement in a publicsector setting as well as exploring the engagement methods utilised within the project and the findings that willnow guide community investment across Trafford in the future as Trafford Housing Trust works on its missionsstatement of eradicating poverty across the borough.

Eve is presently employed as the Customer Intelligence Officer for Trafford Housing Trust. In this capacity she provides awide range of intelligence products and data analysis to further understand the customer experience within SocialHousing. She has a background in community development, recently winning 2015 TPAS Northern Region, ResidentInvolvement Officer of the year for her work with City West Housing Trust in Salford. Whilst studying for her PostGraduate Diploma in Housing Practice at Salford University Eve was awarded ‘Best Academic Practice’ award by theChartered Institute of Housing for the Northern Region. Eve has continued her research at Salford University to doctorallevel within the School of the Built Environment. Her thesis will focus on a biographical narrative study to unravel themeaning of community for social housing customers in the north-west of England. The project will seek to provide avoice to social housing residents in the context of a new housing development.

THE FUTURE OF WORK

How to Manage People in Increasingly Demanding TimesDavid MacLeod OBE, Co-Chair, Engage For Success

David will briefly outline the external forces increasingly bearing down on work places and also describe thedeveloping demands of people from their place of work. Some organisations are responding well to these forcesfor the benefit of both the employees and their organisations but many are not. He will outline the fourapproaches that the successful organisations adopt in order to respond well to this changing context.

David is co-Chair of the Employee Engagement Task Force launched by the Prime Minister at Number 10 in 2011. He isa visiting Professor of the Cass Business School, a Fellow of the Ashridge Business School, the Institute of Marketing andof the RSA. He co-authored the book entitled ‘The Extra Mile’ published by Pearson on the topic of EmployeeEngagement. David is co-author of the ‘Engaging for Success’ Report commissioned by the Department of Business,Innovation and Skills, described by the CMI as the definitive work on this subject. This follows an early career inmarketing followed by becoming a CEO. David was awarded an OBE for services to Employee Engagement andBusiness in the Queen’s Birthday Honours in June 2013.

16:30-16:50

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What will the Future of Work Look Like for Businesses Operating Today?Leon Stafford, Regional Territory Manager, Interactive Intelligence

The digital revolution has led to rapid change that no one could have foreseen. New technologies, data analyticsand social networks are having a huge impact on how people communicate, collaborate and work.

Companies must continue to explore technologies and remain flexible and ready for anything. Join LeonStafford of Interactive Intelligence to take a look into the future of work and how new emerging technologieswill shape and change the way we work. At Interactive Intelligence we help our customers to turn customerservice into competitive advantage.

I work with Financial Services organisations to deliver technology solutions cost-effectively to make an impact on theirbusiness. My strengths are in scoping and delivering Communications-enabled Process Automation and disruptivetechnologies for the contact centre. Specialties: Preparing and presenting Technology Transformation, CRM Integrations(Lync, SFDC, home-baked SQL), CAAS versus premise solutions, compliance, outbound strategy and blending, WorkforceManagement, Analytics. I really like helping. I have a great team and a lot of information available – so just ask me.

Unicef UK Case Study: Unlocking Potential – When A Disaster StrikesVicky Johnson, Head of Supporter Care & Carine Barbara, Advisor for Supporter Care Team, Unicef UK

Unicef’s global mission is ‘a world fit for every child’, and it’s vital that every Unicef UK employee feels they canmake a personal contribution to this, but like many charities and businesses, how do you truly unlock this potential?

Through a combination of employee and supporter (customer) engagement, we foster an open table forinnovation, immerse ourselves in our strategic direction, and tune into supporters’ interactions across multiplelive channels. When it comes to an emergency – be that from a natural disaster (sudden onset) to the everchanging global landscape (long protracted) – we’re prepared, but through employee empowerment, using asupporter-centric approach we can constantly adapt and react to the voice of our supporters’.

Vicky is an accomplished Supporter Experience Leader with extensive knowledge and practical delivery of high-qualityservices to supporters across fundraising activities, channels and products. Proven record of producing successfulsolutions and transforming operations to deliver change and improve performance, whilst creating cost efficiencies andmaximising revenue. Practical delivery of Supporter Experience strategies, Voice of the Supporter Programmes,Supporter Journey Mapping and Touch-point Analysis to monitor, measure and review supporter engagement levels andidentify gaps for future strategy development. Extensive experience in leading people with a passion to engage andmotivate staff in a culture of supporter excellence.

Carine has wide-ranging experience in supporter engagement with a special interest in Social Media Engagement. Carinehas focused on communicating with different audiences throughout her career from initial experience at Bloomberg L.Pin Global Data, then moving into building international partnerships via KfW before moving into the charity sector atthe National Citizen’s Service, leading to her current role at Unicef UK where supporter engagement is central. Buildingon multi-channel engagement of supporters via social media, email, Live Chat, SMS and Telephone to anticipate andrespond to supporter, using supporter stories to map the way the Supporter Care Team respond to supporters.

Chair’s SummaryMike Havard, Director, Ember Services

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operationsmanagement, HR leadership and then as a senior professional in customer management strategy, operational deliveryand leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a foundingdirector of Ember, a business services group focused on service strategies across channels (digital, voice and retail) andperformance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations todetermine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations rangingfrom anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM.

Drinks & Networking Party With Comedian Alun CochraneSponsored By Rant & Rave, introduced by Yiannis Maos

17:10-17:30

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17:40

16:50-17:10

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CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE

Zurich Case Study: Zurich FutureYou, Building a Consumer BusinessEmma Huntingdon, Managing Director – FutureYou, Zurich

Emma will share her journey of creating a purpose around customers and capturing the wave of customerexpectation to build a consumer business at Zurich Insurance. Emma will share the successes of using a servicedesign thinking approach, developing a single customer data view, deploying customer management solutionsand building an omni-channel environment. The real story is how this is being achieved within a large,intermediated, traditional corporate, with a legacy systems environment and in an organisation transitioningfrom a product to customer culture.

Emma is about change with a purpose. In Zurich FutureYou, Emma is spearheading a digital consumer business thatrepresents a new approach to financial thinking for people who want to reach their financial goals. Have you signedup yet? Since joining Zurich in September 2014 as Director of Marketing, Emma has helped design and introduce acustomer­led marketing strategy that will continue to evolve in 2017. The aim? To help Zurich become the mostcustomer­centric organisation in financial services.

But what came before? Emma has been championing, designing and implementing customer­led approaches acrosstwo decades, and across continents. Emma played a key role in transforming AMP – Australia’s largest wealth manager– from a product­first to a customer­first business. She also has experience working in Asia and the US. Most recentlyshe ran her own consultancy business, where clients have included St James’s Place, AXA, AMP (who must have likedher) and Macquarie.

What’s next? To power on with Zurich FutureYou ….

Atom Bank Case Study: The Future of BankingMichael Sherwood, Head Of Customer Experience, Atom Bank

Atom is the UK’s first truly digital bank.

It’s innovative, low cost and customer obsessed.

Michael will talk through the banks journey to date, its overall philosophy and the core ingredients required todeliver industry disrupting CX.

Award winning business leader and change agent with 16 years experience in the start up, expansion and stabilisationof large contact centre based organisations. Extensive experience sponsoring and delivering tactical and strategicchange programmes to improve customer service, operational performance and business profitability.

Panel Discussion

11:00-11:20

11:20-11:40

11:40-12:00

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HALL 2HALL CHAIR:Martin Hill-Wilson, Founder, Brainfood Consulting

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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE

Case Study: Airbnb – Engagement By DesignAdrian Swinscoe, Consultant, Rare Business

As one of the poster children for the sharing economy, Airbnb leads the way in how it engages its hosts andholiday-makers. In this talk, Adrian will unpick successful Airbnb’s engagement strategy, how they doengagement by design and will draw out a number of principles that attendees will be able to apply to their ownbusiness. Finally, Adrian will also explore some of the challenges ahead for Airbnb, and how they might usethose same three strategies to overcome potential roadblocks.

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and clientexperience. His clients range from large publicly quoted organisations to fast­growing, entrepreneurial firms. He’s ahuge fan of organisations that do great things for their customers and enjoys using research, stories and humaninsights to help create change and better results for his clients. He will be publishing a book: How To Wow withPearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range ofleaders and entrepreneurs on how to deliver a world­class customer and employee experience. Overall, he’s a lover ofsimplicity and an advocate of the human touch with some really useful technology thrown in. Outside of work, he’s akeen but distinctly average rock­climber and loves to develop and share via his blog and his column on theEntrepreneur section of Forbes.com.

Three Case Study: The Transformation of Three Ireland to a CustomerCentric OrganisationJustin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland

Join us to hear Three Ireland discuss how they have re-shaped their entire approach to customer experience toallow them to become a truly customer centric organisation.

In 2015, the acquisition of O2 meant that Three Ireland had a lot to do to come together as one joined-up,cohesive organisation – an organisation with the customer at its centre.

Prior to the merger, O2 and Three Ireland both had different approaches and programmes for CustomerExperience. Through utilising Qualtrics technology and having a true “Focus on the Customer” approach, ThreeIreland have been able to merge both approaches into one, and to introduce multiple Customer Journeys tohelp them to get a holistic view of their customers, from the point of first interaction onwards.

Justin Conry is currently Head of Transformation in Three Ireland, leading a team accountable for Change Delivery,Digital adoption, Customer Experience, Continuous Improvement and CRM Systems. Justin has 20 years industryexperience in senior roles leading strategy, planning and programme management. Justin worked for Vodafone Irelandfor 10 years latterly as Head of Strategy & Planning. Justin moved to Aviva Europe as European Head of Planning andGovernance across 10 markets and then to Microsoft as Director of Channel and Programs for EMEA. Immediatelyprior to joining Three Justin worked in the Business, Strategy and Transformation practice with BearingPoint(Technology and Management Consulting), across the public and private sector.

Declan Boyle is Head of Customer Value Management at Three, Ireland – leading a team with overall responsibility forchurn and up­selling the base. The Customer Value Management function consists of Customer Insight including Voiceof the Customer, Advanced Analytics and Base Management. Declan has 15 years industry experience in OnlineGaming and Telecoms. Declan spent the first 7 years of his career at Sportingbet, starting in a Customer Support rolebefore moving into CRM. After joining, Virgin Games, Declan became Product Manager of International Marketsbefore becoming Head of CRM. Prior to joining Three, Declan was Head of Retention at Williams Interactive, thegaming division of lottery company Scientific Games.

12:00-12:20

12:20-12:40 HALL 2

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HALL 2

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Facebook Case Study: The Evolving Landscape of Marketing- How Brands Are Embracing MobileJonathan Herman, Head of eCommerce & Retail, Facebook

The mobile landscape and why paid social media is essential Conceptualising social strategy as an e-commercedriven effort Examining the right approach for success for e-commerce How instant messaging is changing thecustomer experience

Jonathan Herman works on the UK Retail and eCommerce team at Facebook advising clients on how to effectively useFacebook as a key performance marketing and branding tool. Jonathan has an extensive background in digitalmarketing across a number of disciplines including paid search, affiliate marketing and display advertisingtechnologies. Prior to Facebook, Jonathan worked at Amazon, 118118 and Pigsback.com.

Lunch

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO

Royal Bank of Scotland Case Study: Overlaying Data With Human BehaviourSarah Perkins, Head of Customer Conversations, Royal Bank of Scotland

Each time a customer has a touchpoint with an organisation, that organisation has an opportunity to deepen therelationship. Through the use of rich data, ‘dumb’ selling is fast being replaced by focussed value add messagingbeing positioned in the right place, at the right time, to the right audience. This messaging may not relate only toproducts, but also to enhanced service. Beyond observing the behaviour during and post interaction, the designof the messaging needs to be tailored to each recipient.

This talk will present two powerful case studies, the first explores how data is changing the verbalconversations advisors have with our customers, the second will reveal how the use of Big Data has enabled usto use digital conversation to greater affect by bringing bank language into the 21st century, and how our use oflanguage can positively affect NPS & Call Propensity.

Sarah Perkins is a Senior Manager at Royal Bank of Scotland who has seen its transition from a business primarilyfocussed on Sales, to a business with customers best interests firmly at the heart of all we do. During her long andvaried career Sarah has implemented the “Data Driven Conversation” programme into telephone banking at RBSwhich has seen customer advocacy and attached products increase, whilst reducing cost. Sarah is pioneering the useof Big Data to understand micro nuance within customer conversations, and how to translate this to business results.

Sarah is passionate about using data to achieve positive outcomes for both Customers and Bank and is publishedexternally through her work on understanding the affect emoticon usage has on Customer trust and Advocacy.

Travel Insurance Facilities Group Case Study:The Power of Being Your Own Passionate CustomerFiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group

When you start out as a passionate customer, you understand what the market needs better than anyone else. Whenyou know what your customer needs, you just need to fulfil that gap and technology is helping more and more.

Fiona Macrae of Travel Insurance Facilities Group realised there was a huge gap in the market. She will sharewith you her hear felt story about how her life changing diagnosis of cancer inspired her and her colleagues toharness technology to transform the travel insurance market forever.

Fiona Macrae is the Head of Client Engagement at Travel Insurance Facilities Group. She joined TIFG in 2010 todevelop a medical risk rating solution, Protectif that would challenge the travel insurance industry’s approach tocustomers with cancer and other medical conditions. Fiona’s engagement with medical charities and people with alltypes of medical conditions has given the understanding of what customers with medical conditions want and need from

12:40-13:00

13:00-14:00

14:00-14:20

14:20-14:40

HALL 2

CONFERENCEPROGRAMME

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HALL 2

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a travel insurance product. Which has enabled TIFG group to develop a medical risk rating tool which has the customerand their needs at the centre. This ensures the customer finds travel insurance cover for that much needed break afteran illness such as cancer at an affordable premium. Fiona’s background is insurance, she started her career at a highstreet broker, and from there she moved to Lloyd’s Broker Stirling Hamilton Wright as Head of VIP Client Services,where she worked with celebrity and high net worth clients. From 2006, she has been a leading figure in the travelinsurance market, developing award­winning specialist travel products for those with medical conditions such ascancer and genetic diseases.

Panel Discussion

Coffee & Networking Break

CUSTOMER DATA SECURITY & PRIVACY

World Class Service, World Class ProtectionMark Chaplin, Information Risk Management Leader, Information Security Forum

Providing a world class experience for customers is about people and relationships. Increasingly, the use oftechnology provides innovative ways to establish and maintain long-lasting customer relationships. However,with technology comes risk, which businesses must understand and manage. In this session Mark Chaplin willdescribe the cyber threat landscape; explain what it means for organisations and their customers; and presentpractical measures that ensure businesses can continue to deliver world class service and world class protection.

Mark Chaplin is an information risk management leader with the Information Security Forum. With 25 years ofexperience in IT and information security, his role includes defining the ISF’s strategy for tools, methodologies andframeworks. Mark is the principal author of the ISF’s Standard of Good Practice for Information Security, has been akey contributor to the development of ISACA’s COBIT 5 and represented the ISF in contributing to the development ofseveral ISO standards covering information security.

Taking The Offensive: Working Together to Disrupt Digital CrimeLuke Beeson, Vice President, Security UK and Global Banking & Financial Markets, BT

Organisations around the world are more aware of cyber crime than ever. They know just how dangerous newand emerging cyber threats can be to their businesses. So why do so many of them feel helpless to prevent amajor security breach?

Luke Beeson takes the view that businesses must think about the psychology of cybercrime in order to bestequip themselves to defend against and avoid being victims of cybercrime. The first step is to understand thedigital criminal in terms of motive, modus operandi and how they intend to profit. The next step is to turn thatunderstanding into a cohesive and effective response. Using five central themes Luke will explore the emerginglandscape and provide recommendations on the best way to disrupt the digital criminals. His recommendationswill be based on his experience of protecting BT, from the often forgotten first principles of information security,to advanced capability in managed security services.

Luke Beeson is Vice President of Security for BTs UK and Global Banking and Financial Markets customers. He is aChartered Engineer and member of the Institute of Engineering and Technology. Prior to joining BT Luke worked forHoneywell on Industrial Security projects in the Oil and Gas sector, predominantly in the Middle East.

Since joining BT ten years ago he has had a number of roles all with a focus on Service Delivery and more recentlySecurity Service Delivery. Previously General Manager of BTs Cyber Defence Operations Luke spent two years in this rolebuilding and running a team of Security experts to counter the ever increasing cyber security threat.

15:00-15:30

15:30-15:50

14:40-15:00

15:50-16:10

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2

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HALL 2

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The New European Data Protection Regime – How General Data ProtectionRegulation (GDPR) Affects The World of Customer EngagementJonathan Armstrong, Partner, Cordery Compliance

Leading tech lawyer Jonathan Armstrong will discuss the new regime which will have a real impact on the way inwhich data is handled. Jonathan will discuss:

• What is this all about and why does it matter to my business?• What are the key new rules on information security?• What do I need to address now?

Jonathan will give real life examples of where things have gone wrong, and practical tips to make sure you don’tsuffer.

Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his practiceincludes advising multinational companies and their lawyers on matters involving data, marketing, risk, complianceand technology across Europe. He has handled legal matters in more than 60 countries. In addition to being a lawyer,Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA,Brazil, China, Vietnam, Singapore and across Europe.

Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team havebeen at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and theissues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. Theyhave designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is usedby leading multinationals to assess their customer engagement strategy post­GDPR.

ARTIFICIAL INTELLIGENCE & ROBOTICS

Chat Bots: Revolution Or Devolution? Jim Meadows, Head of Product, myclever™ Lab

There are already over 30,000 chat bots deployed within Facebook’s Messenger platform. But what does theUK consumer really think about our new virtual assistants? Jim shares myclever™ Lab’s latest research andconfronts the challenges brands and technology need to tackle for conversational commerce to win withconfidence.

Jim is Head of Product from Startup myclever™ Lab, an innovations company based in Manchester. In his role, Jim headsup programs to build digital experiences and industry­first innovations by utilising emerging technologies and formingtactical partnerships with brands. So far Jim’s had a busy year; since the company was founded in April 2016 myclever™Lab have introduced new technology to a number of enterprise clients, launched Europe’s first comprehensive eventschat bot and completed research that caught the attention of The Times, The Spectator and Buzzfeed.

And, when he’s not building for brands, he’s leading experiments for Lab’s own products and pitching to VCs. Afterstudying journalism and screen­writing, Jim realised an affinity for digital, eventually finding a well­placed home atVirgin Media, where he produced award­winning work at the heart of channel development across Social Media andCommunities. Jim firmly believes ideas change the world and his role with myclever™ Lab allows him to work withmany more brands to cultivate the sorts of innovations that do just that. Jim is a family man and lives with his wife andtwo sons in the town of Sandbach, Cheshire and right now he’s excited as the family are expecting twins to arrive justbefore Christmas.

16:10-16:30

16:30-16:50

HALL 2

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IBM Watson Case Study: Conversational Engagement Through AIDale Lane, IBM Watson Developer, IBM

An introduction to the customer engagement possibilities enabled by artificial intelligence.

Conversational UI is the next generation of user interface. When consumers talk to retailers, or their bank, ortheir airline, or their utility providers – they will expect their questions to be answered in a natural chatinterface. Their questions will be answered through a combination of artificial intelligence, machine learningand analytics, and human agents when needed. The consumer will be able to choose the messaging app they useto interact with companies, rather than being tied to brand-specific apps. And their conversational interactionswill be a crucial factor in how these companies and brands are perceived.

I’m an engineer of IBM Watson, the question­answering system that was unveiled in 2011 on the US TV quiz showJeopardy! I’m a developer responsible for our approach to understanding why Watson generates the answers that itdoes, as we work to bring the Research achievement to industries from healthcare to financial services.

Panel Discussion

Chair’s Closing RemarksMartin Hill-Wilson, Founder, Brainfood Consulting

Martin is a leading customer engagement and digital business strategist. Also an author and international keynotespeaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational changehelping clients evolve their social and digital capabilities. Current topics include omni­channel design, proactive, loweffort customer experience, social customer service and customer hubs. All themed around service innovation.

Even service organisations that consider themselves advanced in their omni­channel capabilities face the barrier ofinternal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitallyempowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper inthis new regime have to adopt a new mind­set and leadership capabilities. But how to escape the days of siloedcustomer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re­energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionarypath. The hubs draw together a number of competencies into a new form of working relationship. This includes thefront office (sales, marketing, service), analytics, change management and collaboration. Together they become a hubof innovation, improvement and competitive responsiveness for the rest of the organisation.

Drinks & Networking Party With Comedian Alun CochraneSponsored By Rant & Rave, introduced by Yiannis Maos

16:50-17:10

17:30-17:40

17:10-17:30

17:40

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Page 39: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

To access the content please visit:

jointheraveolution.com/

Customer Engagement Raveolution returned for its third year on the 3rd of November, 2016, bringing together 300 CX leaders for a day of insightful presentations, thought leadership and networking.

watch the highlights

watch the speakers on demand

Marc Woods leonie fosterGold Medal Winning

ParalympianMarketing Director

Dunelm

john patterson

prof. moira clark

Director of CXSage

Director of the Henley Centre for Customer

Management

David Leather

Plusnet

stephen robertson

CEOThe Big Issue Foundation

get the content

relive the magic

Page 40: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

AO Case Study: Being Exceptional in The Moments That MatterDanny Emmett, Group Retail Operations Director, AO World

Find out how AO are delivering exceptional moments that matter to their customers. From how they approachcustomer experience and how they engage their people, AO is one of the leading Customer Experienceorganisations in Europe.

Danny is Group Retail Operations Director at AO World plc and is primarily responsible for Customer Experience,Contact Centres and Supply Chain. Since he joined in 2009, AO has grown rapidly and Danny has held roles acrossthe business including in Commercial, Operations and Purchasing. Danny is an associate of the Institute of CharteredAccountants of England and Wales. He also holds a Masters in Management (MSc) and a degree in Economics BSc(Hons). AO is on a mission to become the best electrical retailer in Europe. It’s a destination we’ll reach simply becausewe care more about being exceptional in the moments that matter.

Digital Needs the Human TouchSandra Galer, Consulting Director, Merchants

All indicators are that digitalisation is on the increase and for a number of years there has been talk about howautomation will change the face of customer management. Some people have already predicted that robots willtake over and one on one human interaction will become a thing of the past, however, if we look at the landscapeas a customer, which we all are, can you really visualise never needing to speak to a person to resolve all of yourqueries ever again? The answer is no, and that as much as customers and organisations want automation andself-service, there are points when only a human will do.

With that in mind, how do we retain the human touch and truly integrate digital into our service provision?There is a fine balance between automation and making it impossible for one to one communication. Theindicators are that it is a fine balancing act that we as providers to customers need to master to ensure aseamless experience and ensure that customers keep coming back for more.

As Consulting Director for Merchants, Sandra’s broad operational expertise combined with an analytical mind enablesher to offer unique insights and practical solutions to clients that need to optimise customer service to achieve theirgoals for growth. Since starting her career as a call centre agent 24 years ago, Sandra has held a wide range ofoperational customer management roles that include setting up and running contact centres for international clientsaround the globe. Leading a team of experienced consultants, she is responsible for consulting support and advice,sales and the delivery of high quality customer service management solutions that work in the real world.

With over 20 years’ consulting and operational experience gained across a wide range of industries in the UK, Ireland,United States and South Africa, Sandra is passionate about customer service. Using a pragmatic approach, she iscommitted to showing businesses how they can benefit from customer service excellence through credible bestpractice expertise, practical experience and operational insights.

Tesco Case Study: Serving Britain’s Shoppers a Little Better Every DayHelen Gales, Customer Service Director, Tesco

An insight into how Tesco have reconnected and empowered colleagues through their Making Moments Matterprogramme to ‘Serve Britain’s shoppers a little better every day.’

Helen Gales has been the Customer Service Director for Tesco PLC since 2012 leading the service strategy. Prior totaking up this role, Helen joined the Tesco team in 1995 holding various management positions where she ran a numberof convenience and large stores and then as a Store Director leading groups of Extra stores. Helen has been responsiblefor Tesco’s improvement in customer experience satisfaction, ensuring that each of the 2000 stores not only operatesfrom a functional service aspect; such as not queuing at checkouts; but bringing the strategy to life by emotionally

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connecting colleagues to customers. To do this, Helen was instrumental in the service culture change within theorganisation. She created a programme that focussed on reshaping 6 key parts of the business with a brand new way ofengaging colleagues. Helen’s strategy has evolved more recently, helping the wider business; Tesco Bank, Tesco Mobile,Call Centres, Dotcom; to truly provide a consistently helpful and friendly multi-channel experience.

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

Three Case Study: Offers and Rewards ReinventedDanny Dixon, Director of Customer Strategy and Base Marketing, Three UK

Danny Dixon, Three’s Director of Customer Base, will share an exciting update on how Three will #makeitrightin the area of Loyalty & Rewards by leveraging the powerful combination of their data, a strong brand, partnercoalitions, and a great digital UX. He will share the insights that inspired the programme, the approach and howit was done, and also the importance of the ‘can do’ people culture when delivering a mass market product fromhigh-level idea to useable customer product in less than one year.

A senior telecoms industry leader, with 20 years of experience that covers strategy, marketing, commercial, customerservice, operations and IT – working in the UK and EU. Passionate about my work; always professional andapproachable. Driven by a desire to lead teams that can deliver lasting business change and positively influence themarket, the company performance and the customer experience.

Married, have 2 young sons, and live in Buckinghamshire (UK). Diverse interests outside of work that include cycling,reading and motor sport and keeping fit. Completed the coast­to­coast bike ride, the three peaks challenge (twice),the 365 a day press­up challenge. And in July 2008 I climbed Kilimanjaro (5895m) to raise a lot of money forMacmillian Nurses.

Conversational Messaging Will Change the Way You Engage WithCustomers ForeverMark Oppermann, EVP Sales & Marketing, Webio

Customers are more demanding than ever. Their engagement expectations have increased exponentially whichbrands are struggling to deal with. The bridge between what customers want re engagement and thecapabilities of business has never been wider and urgent action is required.

Technology is leading the charge in bridging the gap, releasing business from the resource shackles that impedefast adoption. Hear how AI Agents are positively impacting customer engagement across all channels -Messenger, WhatsApp, Telegram etc. by delivering highly personalised, interactive messages that offer superiorcustomer experiences and outcomes for the business.

In this fast paced environment, the winners will be those who embrace all that technology has to offer.

With over 25 years’ experience, Mark has a wealth of experience in delivering transformational customer engagementsolutions. His understanding of the key drivers of successful customer engagement strategies and outcomes basedperformance has helped businesses maximise the value of their customer communications. With this rich heritage todraw on, Mark has been instrumental in the development of the commercial strategy for Webio.

Prior to Webio, Mark was Sales Director at VoiceSage, customer contact specialists. His background includes sales,marketing and general management at Pitney Bowes and managing director of Netcom which rose to become a marketleader in its field over just three years.

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Richer InsightsSmarter DecisionsFaster Reactions

With Confirmit’s Voice of the Customersolution you can:

Listen to the Voice of the Customer through a multi-channel solution

Integrate that voice with existing data to generate powerful insights

Learn more at confirmit.com or call us at44 (0)20 3053 9333

© 2016 Confirmit. All rights reserved. Other marks referenced herein are the property of their respective owne

Take actions that deliver real and measurable business change

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Making E-Retail Websites Truly Easy-To-Use:Applying Ease of Doing Business to Online ShoppingMoira Clark, Professor of Strategic Marketing & Director of The Henley Centre for Customer Management,Henley Business School

Our understanding of online shopping behaviour has received much attention, however less focus has beengiven to the formation of the customer experience (CE) that results from online shopper interactions with e-retailers. This presentation outlines the relationship between antecedents and outcomes of online customerexperience (OCE) within Internet shopping websites using an international research study. Specifically thepresentation will focus on:

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as wellas Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leadingUK and international companies. Her major area of research and consulting is in Customer Management, SocialNetworking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate,its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and serviceexcellence. Publications include for example, the Academy of Marketing Science, International Journal of ManagementReviews and the Journal of Relationship Marketing. She is also co­author of ‘Relationship Marketing for CompetitiveAdvantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain serviceexcellence.

Lunch

INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO

Box Plus Network Case Study: Content for a Constantly Connected ConsumerMatt Rennie, Managing Director, Box Plus Network

• Box Plus is the biggest music TV broadcaster in the UK serving up music and pop-culture content for a youth audience

• Technological and cultural changes are altering how audiences are consuming and engaging with content• The way Box Plus is producing and delivering content is changing as a direct result in an attempt to keep

pace with the rapidly changing consumption patterns of the key 16-24 demographic

Having worked in various roles across different media sectors (music, radio, tv, online), I now run the largest musicvideo network in the UK, The Box Plus Network.

As Managing Director I oversee all facets of our market leading business (strategy, creative, commercial andoperational) as well as sitting on the board and managing our two joint venture shareholders. Over the last few yearswe have increased market share (c. 50% of all music TV), doubled profitability and set our strategic long­term plandeveloping in new growth areas for the business.

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What’s Next? – The Really Big Stuff in Business Strategy InnovationMorris Pentel, Director, Customer Experience Foundation

At the Customer Engagement Summit in 2013 Morris Pentel’s keynote speech ‘Bigger than the Internet’ talkedabout why Mobile & Social Media was changing the fundamental economic conditions that organisations wouldhave to deal with – today we take those conditions for granted. He talked about the idea of Scan and Go whichhas been launch by Tescos and other retailers this year.

Over the last 5 years he has successfully predicted some of the most significant trends that impact businessstrategy today. From the rise of social mobile to the 30% reduction in UK Contact Centres he has been on themoney every time. Now he’s back – In this session he will exclusively talk about the 5 disruptive innovations thathe thinks will impact business strategy over the next 3 years. Find out What’s Next on your strategy agenda.

A futurologist and designer of customer experience & customer contact strategy. A globally recognised professionalpublic speaker and writer on the future of contact new technology & strategies running one of the most advancedbusiness science organisations in the world.

A leader in Customer Experience Design & Engineering delivering reduced cost and increased profits together withimproved process and experience to large organisations and governments around the world.

Trentbarton Case Study: Talking with our Customers – Whatever Next!Jeff Counsell, Managing Director, Trentbarton

Following years of decline whilst in public ownership, the UK’s public transport system was privatised andderegulated in 1986. At this point, the management and employees at Trent Buses forged a buy-out of theCompany to take it into private ownership and forward into the new, open, market. Just three years later asecond company, Barton Buses, was purchased by the MBO. Today, these companies, operating across the EastMidlands region and trading as trentbarton, are highly regarded in the UK transport sector for the quality ofservice provided and financial performance.

Customer engagement together with an intense focus on customer service have been and continue to be at theheart of this transformation. My presentation will provide a case study of a bus companies approach toreversing consumer decline and achieving growth by listening to our users and using research based methods inidentifying new markets and attracting new users.

Entered the transport industry as an engineering apprentice in 1974. Career in passenger transport engineeringprogressed through a number of early supervisory and management appointments culminating in the appointment asChief Engineer in Manchester in the early 1990’s. Personal development led to an MBA in 1995. Moved to the NorthEast of England to take up the role as Engineering Director with North East Bus Ltd, (now Arriva North East) beforemoving to join trentbarton as Engineering Director in May 1999.

In 2001 I took on the additional responsibility for the General Management Group’s Kinchbus business inLoughborough and two years’ later became Director of Service Delivery for all bus operations within trentbarton andKinchbus. Appointed to the position as Managing Director for trentbarton & Kinchbus in March 2009. My enthusiasmand passion for our industry continues to grow. trentbarton is a customer focused, research led organisation with apassion for quality and service delivery and throughout my tenure as MD I have striven to maintain these principlesabove all else.

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CUSTOMER ENGAGEMENT IN RETAIL, PART TWO

Kia Oval & American Express Community Stadium Case Study:The High Speed Customer ExperienceNick Brice, L&D Partner, American Express Community Stadium

In some retail environments, turning a transaction into a human interaction is a big challenge, given theoperational time pressures, and often high staff turnover. Drawing on case study material from The Kia Oval andthe American Express Community stadium, Nick will share some practical methods that have achievedmeasurable increases in revenue within minutes of being implemented.

Nick is L&D Partner for the American Express Community Stadium – creating and leading a multi­award winningchange, leadership development and customer experience development programme since late 2010. This developmentprogramme has helped the stadium win premier national and international awards for every area of the customerjourney – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and evenBest Pies! Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, ChangeLeadership and Professional Impact for multi­nationals in San Francisco, Milan, Rome, Sofia. Safety Leadershipprogrammes in UK, Sydney, Melbourne, Istanbul.

Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel CustomerService StrategyLeigh Janson, Customer Service Manager, Figleaves

Multi-channel customer service has long been an aspiration for contact centres however the practicalities ofactually implementing this presents the biggest challenges. Join Figlevaes for this case study presentationwhere they will discuss:

• The challenges of managing disparate systems• How to pick the right channels for your customers• How to manage the transition from one channel through to multiple channels and the implications on

agent management• How to future proof your technology investment to accommodate new and emerging channels such as video

Leigh Janson has been with Figleaves for the last seven years as the Customer Service Manager and is responsible formanaging over 10k customer contacts and increasing net promotor score. She has also held a variety of other positionsprior to Figlevaes which included strategic management and IT lecturing.

Sofology Case Study: Co-Creating your Culture with Customers and TeamsAlyson Fadil, People Director, Sofology

Defining your culture can be challenging, at Sofology we co created ours with the help of both our teams and ourcustomers. Shaping our values and demonstrating our behaviours with our customers has enabled Sofology toenhance its brand and truly ensure our customers feel at home on a sofa they love.

Alyson joined Sofology (formally CSL) in July 2012 as HR Director. Her role is responsible for leading its 1000Sofologists through a transformational change programme that turns sofa retailing on its head. The transformationhas included rebranding a well­established retail business twice, leading cultural change to a service centredproposition, recruiting a full executive team to assist with external investment and preparing the business to becomean Omni­ channel retailer. Alyson is a Fellow member of the CIPD with an MA in Strategic HR management. Currentlystudying with the OCM for the Advanced Diploma in Professional Coach Mentoring. She started her HR career in2005 as a Divisional Business Partner for Luminar Leisure, before moving onto Selfridges Ltd as a dual site Senior HRManager. Her earlier career as a General Manager served her well to transit into a pragmatic, commercial HRprofessional. Alyson is a trustee for the charity Dancesyndrome which is an inclusive arts organisation that enableslearning disabled individuals to access high quality leadership and development opportunities in order to be moreactive and visible citizens.

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EMPLOYEE RECOGNITION, REWARD & RETENTION

Eau Palm Beach Resort Case Study:Values; The Secret Truth About Employee EngagementSimon Lewis, Owner, Eau Palm Beach Resort & Spa

When a Ritz-Carlton in Palm Beach, Florida had to become an independent-minded newly-branded hotel, Simonand his team embarked on a journey to change and install a completely new set of values into a workforce onceloyal to a different culture. Simon explains how values led leadership can transform your business, discussingwhat might happen if your employees become disengaged from your identity and revealing how they becomeyour brand’s biggest asset when they become fully engaged employees.

In this session you will learn:

1. How to move your business from zero to hero less time than you imagine2. The missing ingredient most employers forget3. Strategies to guarantee training success4. How to manage and motivate staff to become an industry benchmark5. Why leadership accountability is your biggest challenge

Simon is an actively involved, hands­on business director, always in the midst of exciting new projects. Simon’s areaof expertise is in global hospitality for LFH, the private family business behind River Island and a global real estateportfolio. Yet his key area of responsibility is in directing and consulting the creative people around him, sharing theirsuccess of failures by being a valuable critic of process in the commercial machine. Regularly challenging employeesand colleagues beyond their normal comfort zones, Simon uses his relaxed manner to constantly stretch theirknowledge, understanding and skills to boost performance and achievements. He combines 25 years experience inbrand values, destination marketing and sales strategies associated with the travel, tourism and hospitality industrieswith his skills in Neuro Linguistic Programming to develop creative solutions which achieve consistently measurableoften award­winning results.

In 2007 Simon Simon conceived, developed and opened a multi­award winning luxury Spa business in the US. In2013 he was instrumental in creating and implementing a new cultural identity for one of the Group’s flagship hotelproperties, the 5 star Eau Palm Beach Resort in Florida.

The Connected Brand-Building Customer Experience from the Inside OutLouisa Moreton, Engagement Director, Instinctif Partners

Employees hold the key to customer service. Trust not training powers differentiated customer experience andpeer to peer advocacy is more trusted than advertising and marketing.

How do you gain customer trust via your employees? First, you gain employee trust.

How do you create a differentiated, authentic and memorable customer experience? By first, creating the samefor your employees.

Hear how to take an employee-first approach and join with HR and comms to deliver the customer experienceyou are aiming for, as well as case studies, hints and tips to accelerate this in your organisation.

Louisa leads the EMEA consultancy team for Instinctif Partners’ Engagement Practice. Instinctif’s engagement clientsinclude eBay, Thomson Reuters, Portsmouth University, Coach and Starwood Hotels and Resorts. Working across thecustomer and employee audiences, Instinctif helps its clients to develop compelling narratives and strategies that workfrom the inside­out to ensure they become reality: people doing things because they want to.

Louisa has worked for 16 years in employee engagement and employer branding across automotive, FMCG, travel, oil& gas, banking, retail and the public sector and has worked within Omnicom, Publicis and the UK Government. Duringher career she has led on employer brand and employee engagement for a wide range of companies including Unilever,Volvo Group, GSK, British Airways, NHS Blood and Transplant and Standard Life Investments.

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ESI Media Case Study: We are Human (Resources)Kannan Ganga, Group HR Director, ESI Media

How to win hearts and minds when doing collective redundancies. Set within the context of the Independentduring 2016 when the Independent became the first UK news publisher to switched to a digital only offering.

I’m an experienced HR executive working in the UK, but with broad international experience. I’ve led fast moving,organisations as well as those undergoing significant transformation and change, including both mergers andacquisitions and divestment. Throughout my career I’ve delivered on both a strategic and operational level and had theopportunity to work in both specialist and generalist roles, My career has included time working in media and businessservices all in times of significant change. This has built my expertise in compensation and benefits, organisationaldevelopment, talent management, strategic resourcing and employee relations. I’ve partnered with a range of CEOsand board colleagues and contributed to the broader business leadership and strategy. I like to innovate and findcreative, commercial solutions to business issues.

Chair’s SummaryAndrew McMillan, Principal, Engaging Service

Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly movedup through the management ranks and over the next eighteen years led a number of selling teams in different branches.

He next moved to the head office to take charge of the department stores’ customer­centric Intelligence Team.Andrew was then asked to lead on customer service for the department store division. Over the next eight years therole saw him develop JLP’s market­leading culture and attitude towards customer service and sales. That customer­driven culture is something that has now become synonymous with the John Lewis brand and during his tenure JohnLewis won many awards for customer service and were frequently cited in the media as a leading customer orientedorganisation.

Drinks & Networking Party with Comedian Alun CochraneSponsored By Rant & Rave, introduced by Yiannis Maos

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CUSTOMER & EMPLOYEE ENGAGEMENT

Europe’s Changing Customer Experience Environment:10 Illuminating Insights from a Multi-Country StudyIan Mcvey, Head of Enterprise Sales, Northern Europe, Qualtrics and Steve Hurst, Editorial Director,Engage Business Media

What do European customers need and expect in today’s hyper competitive business environment? The insightswe gained from customer research conducted by Engage Business Media and Qualtrics, for our European multi-country study will likely substantiate some of your existing beliefs about CX. However it will also illuminate achanging CX environment, brought on by the growth of new communication channels and business models.

For example, you may be surprised at how quickly customers age 22 or younger expect to be contacted afterthey’ve provided feedback, or the portion of customers that wouldn’t blink an eye at the notion of workingentirely with robot service agents (as long as the service met their expectations.) There’s no question thattechnology and customer expectations are evolving together, and during this presentation, Ian McVey ofQualtrics will dive into these insights and suggest ways that you can use the highlighted insights and technologyto ensure that your customer experience isn’t lagging behind that of your competition.

Ian McVey leads Quatrics’ enterprise team for Northern Europe. He set up the company’s London office in June 2015and is responsible for driving go to market and sales strategies for Qualtrics in EMEA. Previously, Ian was Director ofMarketing and Business Development, Enterprise and Systems Integrator Segment at Interxion. His responsibilitiesincluded developing and driving Interxion’s go­to­market proposition for the enterprise and systems integratorsegments, including all aspects of sales and marketing.

Ian has over 15 years of industry experience in a variety of strategy, sales and marketing roles at Microsoft, Cable &Wireless and LEK Consulting. Before joining Interxion in 2011 he was Director of Sales and Business Development forthe Microsoft Practice at CSC. He holds an MBA from London Business School and a Masters in Engineering from theUniversity of Oxford.

Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms ofmedia, both offline and online, including local and national press, trade and business publications, TV and radio,websites, social media and online web event broadcasting. Steve is widely recognised as one of the world’s leadingjournalistic authorities in the fields of customer and employee engagement strategy and the increasingly importantrole of multichannel customer engagement strategies in business.

Customer Surveys – WTF!Jamie Thorpe, Commercial Director, Grass Roots

So you think you know your customers…you send them a survey and they tell you what they really think – right?You base business decisions on the results and measures like NPS which are sound, aren’t they?

Well That’s Fantastic (WTF)…until you hear what customers really think about you, your surveys and how youuse their data (or not). We will be revealing some real eye openers based on brand new research with a twist.Guaranteed to make you think twice, including how your customers are lying to you about NPS it’s fascinatinginsight – not to be missed!

Jamie has spent over 22 years in the field of Customer Experience (CX) helping brands connect with their customers.In addition to CX, his expertise in performance improvement enables him to help drive engagement through actionembracing CRM, comms, loyalty, reward and employee engagement techniques. He is a regular speaker on CX and isengaged in the industry with MRS, ESOMAR and MSPA memberships.

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HALL 4HALL CHAIR:Cathy Brown, Executive Director, Engage For Success

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11:40-12:00

Barclays Case Study: Digital Inclusion and Empowerment– The Truth Behind the Digital Eagles StoryDave Shepherd, Director of Digital Eagles and Eagle Labs, Barclays

Energetic in his delivery and passionate in his subject matter, Dave will give you the insight on the BarclaysDigital Eagles, how it began and why it became the biggest people movement the Bank has ever seen.

• How Barclays is delivering on its ambition in this Digital Revolution to Leave No One Behind• Give you the inside track on Eagle Labs and how they will be a physical presence joining our communities

together

The Inside-Out colleague approach to customer-centricity

As director of Eagle Labs & Digital Eagles for Barclays Bank I have the great privilege of looking after our 17,000Barclays Digital Eagles. I have operational and implementation responsibility for the delivery of the Barclays EaglesLabs programme nationally, we currently have 3 Labs situated in Bournemouth, Cambridge & Brighton withBirmingham, Bristol, Manchester, Oxford and Reading coming in the next 3 months. Barclays Eagle Labs providesmaker space facilities, office & desk rental as well as business incubation for start ups and high growth entrepreneurs.Our Eagle Labs are built in co­ordination and consultation with the local community. I am also Chairman of theLondon Digital Security Centre, a not for profit company who have a goal to protect and inform SME’s across Londonfrom Cyber Security and Online Fraud. Our Mission: “To Be The Most Digitally Savvy Workforce in UK Retail”

FUTURE OF THE CONTACT CENTREGuest Chair Peter Ryan, Principal, Ryan Strategic Advisory

Peter Ryan has been at the forefront of contact centre services market advisory for over a decade. Having began hiscareer in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in theburgeoning CRM sector. Over the course of his career, he has advised contact centre outsourcers, their clients, industryassociations and governments on matters ranging from vertical market penetration and service delivery to best practicesin offshore positioning. Peter Ryan’s expertise in outsourcing has been recognised multiple times. He was awardedcallcentrehelper.com’s prestigious Best Respected Contact Centre Professional in 2015 and was included in Fonolo’s Top16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.

Bt Case Study: Engaging For ChangeSarah Davies, Principal, Internal Communications, BT Consumer

BT Consumer is on a complex journey to transform customer experience. Sarah is currently leading aninnovative internal communication programme across the UK to support this change and it’s creating realenergy and focus across their 23 contact centres. She will share her approach and ways in which the programmehas really connected with their most important audience, the frontline.

A global Internal Communications professional with over 15 years’ experience across consumer, IT and financial servicesorganisations. Sarah specialises in leading complex internal communication programmes including M&A activity andlarge scale transformation programmes.

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.COMTSGROUPP.ASSROO.GRWWWJamie Thorpe +44 1296 739983 / +44 7872 830032

Not to be missed!

Engagement Session (Hall 4, 11.20am) and let us reveal all!

e you think twice (especially a little gem relating to NPS).to makreal eye-openers to share with you, based on brand new research - and guaranteed

e've got some your surveys and how you use their data (or even, how you don't). WEspecially when you've heard more about what customers really think about you,

OOK...OSER LAKE A CLOU SHOULD TTAYBE YMAAY

e NPS which are sound, aren't they? business decisions on the results and measures likou baseou send them a survey and they tell you what they really think - right? YYoYYo

OMERS?OUR CUSTW YOU KNOOU THINK YSO Y

IN THEIR SHOES

mirror on Stand 1 or hear more about this in the Employee and Customer

en by our selfie Come and reflect on this whilst you have your picture tak

ALK A MILEWWA

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Future Of The Contact Centre – “It’s All About The Journey”Russell Attwood, Business Development Director, Unify Communications

The way consumers choose to engage with their suppliers is ever changing, expectations are sky high and thetolerance threshold for poor service is wafer thin… The key challenge the Contact Centre Industry faces is “Howdoes it meet those expectations?”, whilst Contact Centre UK has a skilled & motivated workforce, the questionis, does it have the “tools to do the job?”. Invariably the answer to the question is “we need a transformationproject”, but wholesale change isn’t feasible or practical for many organisations and so the transformationjourney begins. Customer Experience in 2025 will undoubtedly feel very different to how it does today, so howdo you get there, what steps need to take place and in what order. Clearly technology will play its part and inmany cases the technology landscape will need to change to support you on your journey. My presentation willgive real life examples of organisations delivering an engaging customer experience today and with a roadmapto ensure they keep ahead of consumer demands.

Russell is a contact centre industry veteran. He founded his former company, Call Centre Technology (CCT), in 1997to offer technology transformation as the world of the call centre transitioned into the contact centres we recognisetoday. Capita recognised the expertise represented by CCT’s 200 employees and acquired the company in 2011 toform a foundation stone of Capita IT Services. Refreshed and energised after a short break, Russell launched UnifyCommunications in 2013. He identified the emergence of cloud­based technologies (SaaS) and the innovations suchsoftware products bring to the contact centre in order to transform customer experience for all organisations, not justthe larger brands. As the CEO of Unify Communications, he guides his experienced team on CX transformationprojects for organisations both nationally and internationally. Russell is passionate about customer engagement, andenjoys providing his customers with industry­leading innovation & support throughout their journey.

Geoffrey Insurance Case StudyPaul Baxter, Head of Direct, Geoffrey Insurance

What happens when a large proportion of customers have little contact with you? How can you engage withthese people who transact on line? Paul will outline the solution Geoffrey Insurance came up with usingpersonalised videos.

Paul Baxter, Head of Direct Geoffrey Insurance, has a proven track record in online motor insurance, with over20 years in the insurance market. He joined Geoffrey Insurance from Renaissance Insurance in Russia, where he wasVice President for Motor Insurance. Paul has extensive knowledge of the insurance industry and his previous rolesinclude Head of Motor for Direct Line, Commercial Director at Tesco Compare and as Head of Insurance for TescoPersonal Finance.

Lunch

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

Disney, Premier Inn and Burberry Case Studies: Customer Excellence is theExternal Manifestation of Internal AlignmentDr. Simon Moore, Chartered Business And Consumer Psychologist, Innovationbubble

A practical and transferable methodology for achieving customer excellence by aligning internal and externalcustomers. Customers have hundreds of fleeting interactions with your company, and brands that succeed, likeDisney and Apple, focus on uncovering and delivering on the emotional needs of customers, as well asperforming functionally. But, in increasingly complex organisations, it is vital to create consistency, but at thesame time empower employees to be spontaneous, flexible and personalised. We will use examples fromcompanies like Disney, Premier Inn and Burberry to illustrate how giving employees freedom within aframework can be one of the most powerful weapons to deploy in the competition for customer experience.

Dr. Simon Moore is a Chartered Business and Consumer Psychologist and partner with the award winningpsychological insight and behaviour change consultancy, Innovationbubble. Simon and his team help well­knownglobal brands uncover the practical psychological influences on engagement, purchase, trust and loyalty. Simon is anauthor and regularly presents at international conferences on the psychology and behaviour of customer experience.He is an advisor to the UK and US governments, and frequently appears on the TV and radio and in the pressdiscussing consumer psychology and behavioural intervention.

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HALL 4Humanising Customer Engagement in a Digital WorldRachel Lane, Director of Customer Analytics, EMEA, Verint

Rachel Lane will present Verint’s latest research findings on consumer preferences and expectations arounddigital and traditional customer engagement. This research, in association with Opinium Research LLP, wascommissioned by Verint and 24,000 consumers from across 12 countries worldwide were interviewed. JoinRachel in this session to find out which channels and methods of contact matter to consumers today and how tohumanise your customer engagement regardless of channel.

Rachel is an expert in customer analytics. She has over 10 years’ experience working within customer engagement technologyand consulting on large scale Customer Experience projects across many vertical sectors. Rachel not only understandsCustomer Analytics technology but also the underlying methodology and best practices to make a project a success.

Sureflap Case Study: Providing Purr-Fect Service in the Connected WorldSarah Metcalfe, Head of Customer Service, Sureflap

As the leading provider of intelligent pet products, customer service has been a major focus for SureFlap sinceday one. Founded in 2008 and now sell in over 20 countries worldwide. The company pride themselves onhaving a great product backed up by amazing customer service.

Sarah will share how SureFlap have managed their customer service utilising the newest technologies, andachieved their NPS score of 96% and above for 6 consecutive years. Sarah will provide easy tips on how toprovide outstanding customer service, as well as how the business will be evolving in the future and share herstrategy for supporting their new connected suite of products. Sarah is passionate about employee happiness inthe workplace and will discuss the positive impact this has on the customer experience.

Sarah joined SureFlap six years ago, taking responsibility for the company’s customer service and guiding it throughan extraordinary period of expansion and growth. She now leads a talented multi­lingual team who deliveroutstanding customer service and happiness to all SureFlap customers around the world. Sarah is passionate abouthappiness in the workplace, and she knows the positive impact this has on the customer experience. Throughcontinuing to innovate and improve the customer journey, SureFlap now has an amazing Net Promoter Score of95+% with an increase in customer contact of over 50% over the last 12 months. Originally from British Columbia,Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logisticsand manufacturing. Inspired by the teachings of great customer service companies like Zappos and Happy Ltd, shewants to share her experience and the success of SureFlap with others including her strategy for supportingSureFlap’s new connected suite of pet products within the Future of Intelligent Pet Care.

Coffee & Networking Break

LEARNING & DEVELOPMENT

Innovative Approaches to Engagement: Today’s Leaders and Future GenerationsNick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP

Where does engagement come from, and how can technology be used to drive engagement? In this session Nickwill propose a model for employee engagement and suggest some practical steps that can be taken to buildengagement, in innovative ways.

Nick started his career as a psychology lecturer, developing an interest in technology which brought him into theworld of corporate learning. Before joining BP in December 2010 as Director, Online & Informal Learning Nickworked for the BBC where he was also responsible for online & informal learning. Together with his team he isresponsible for publication of the Learning Design Toolkit, The Affective Context Model and the Learning Field Guide.He speaks regularly on topics including the future of learning, culture change, social media and learning innovation.He blogs sporadically at aconventional.com, and dreams of a time when working in learning will be a real job.

14:40-15:00

14:20-14:40

15:00-15:30

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Getting The Balance Between User Experience and Customer Experience RightAdam Charlesworth, Leadership Consultant & Educator

There are no hard and fast rules that dictate how companies go about building world-class customerengagement nowadays. Some firms have invested in tech-heavy solutions that put power in the hands of a newgeneration of users, betting on the appeal of the user experience. Others have become recognised leaders indelivering excellence through the contact points that define high-touch customer experience. The great news isthat there’s no need for trade-off between these two approaches – both are valid, both deliver great resultswhen done properly by the best in the business. What is tricky for any organisation is getting the balancebetween user experience and customer experience right and keeping the customer engagement propositionfresh and compelling. To help meet this challenge, the Académie du Service has developed a model that adds athird critical component to the UX/CX mix. We believe this extra lever could be the silver bullet for thosecompanies wanting to take their customer engagement performance to the next level.

Adam Charlesworth is a leadership consultant and educator who for more than fifteen years has been helping managersat all levels across a wide range of industries think more clearly and creatively about their service culture, their clientorientation and what their organisations, their teams, and most importantly, their customers, really want from them.A long­time collaborator with the Academie du Service here in the UK and throughout the world, Adam has also built,developed and led Corporate Universities and leadership development initiatives for blue­chip companies in Europe,the Americas and Asia.

Winning Attitudes: What Does it Take to be Successful?Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower

Zircon Management Consulting have interviewed 42 high flying CEO’s, Entrepreneurs, Media Personalities andOlympians, such a Sir Clive Woodward, Jacqueline Gold CBE and Mark Foster, to identify the critical ingredientsfor achieving unprecedented success. They discovered that it is more than luck or intelligence; it is about havinga Winning Attitude. Dr Amanda Potter and Goldie Sayers, Javelin Olympian, invite you to explore the 10characteristics that make up a Winning Attitude, such as Burning Ambition and Unwavering Belief, bringingthem to life with key insights from the experiences of the interviewees. The session will also present how youcan identify the winners within your team and organisation to ensure employee engagement and improvecustomer experience.

Amanda is a Chartered Occupational Psychologist with over 20 years’ experience in Talent Management andEngagement. Amanda is an Associate Fellow of the Division of Occupational Psychology within the BritishPsychological Society (BPS) and is both a Chartered Scientist and a Chartered Occupational Psychologist. Amandahas international experience working at board level and has been involved with talent system design andimplementation since 1993.

Three­time Olympian, World and European Championship finalist and 11 time UK Champion, Goldie dominates herevent and is one of athletics’ most popular ambassadors. In Athens in 2004 she was the youngest member of TeamGB. In Beijing in 2008 she finished fourth, missing a podium place by just 38cm. In the run­up to the LondonOlympics she confirmed her position as a medal prospect when she broke her own British record at the Crystal PalaceGrand Prix with an opening throw of 66.17m which put her in world leader position just three weeks before the startof the London Games. But elation turned to agony as an elbow injury, sustained during the Crystal Palacecompetition, destroyed her chance of reaching the 2012 Olympic final.

THE EVOLUTION OF CX SERVICE DESIGN

Case Studies from Virgin, Fidelity and Bupa: When (And When Not) to UseCustomer Experience DesignSean Risebrow, Director of Customer Experience, Bupa

Great companies get the experience right by design and not by luck. But the secret to success isn’t in thedevelopment of great blueprints. The value to the customer, and the value to the business, comes when thedesigned experience is delivered consistently by the organisation for customers. So the session will focus onwhen (and when not!) to use customer experience design and how to ensure its adopted so that organisationsreally do make a difference in the daily lives of employees and customers.

15:50-16:10

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HALL 4

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16:50-17:10

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HALL 4As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from itslaunch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has beenby quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view ofthe experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that hassuccessfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver,Differentiate and Delight. Sean worked for Fidelity Worldwide Investment in February 2014, and in January of 2015joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for theCustomer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director ofCustomer Experience.

Donor Experience Case Study: Using Disruption to Change the Behaviour of aWhole IndustryRichard Spencer, Director for the Commission, Donor Experience

Have you ever crossed the street to avoid a charity fundraiser? Over the last year or so, there has been anumber of news stories portraying charities as greedy and inefficient. Much of the focus has been on aggressiveor hard-sell fundraising techniques. These practices have emerged from charities struggling to meet thegrowing needs of a wide range of social and environmental crises. The current model is unsustainable and couldresult in a set of blunt regulatory interventions that frankly just make things worse. The Commission on theDonor Experience believes there is a different way and is building a movement of the enlightened and/orexperienced to re-write together a new approach to charity supporter engagement. The goal is to transformfundraising, to change the culture to a supporter-based approach to raising money.

Richard Spencer is director for the Commission on the Donor Experience and has held leadership roles in fundraisingsince 2003. He is passionate about and believes in the power of social capital to bring about change – throughaction and fundraising. He has worked in this space with a number of charities to bring supporters and their needs tothe centre of thinking. He has been a trustee at Raleigh International, non­exec director (fundraising) for Goalball UKand was head of supporter development at the RSPB for over ten years.

Panel Discussion

Chair’s SummaryCathy Brown, Executive Director, Engage For Success

Currently the Director for Engage for Success, Cathy has wide ranging experience across the public, private and thirdsectors in raising awareness and providing practical guidance to organisations looking to improve employeeengagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, sherecognises the importance of values, good management, authentic leadership and the ability to listen in creatingenvironments where people can bring the best of themselves to work every day.

As a long time public speaker & spokesperson for Engage for Success, Cathy engages and energises audiences aroundbusiness change, leadership and innovation. She passionately believes that helping people find a better way to workcan make a big difference to people’s lives, their organisations and ultimately to the country

Drinks & Networking Party with Comedian Alun CochraneSponsored By Rant & Rave, introduced by Yiannis Maos

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FOCU

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JOIN THE GROUP AND DISCUSS..Proven methodology and lessons learnt from 50+ implementations.

• Structuring your VoC-related business objectives

• Identifying the operational levers to be activated to reach them - Designing the most suitable VoC programme: - The survey approach: targets and volumes, media, questionnaires and indicators - How customer feedback should be communicated throughout the organization - How customer feedback should lead to actual CX improvements and further customer engagements

• Key implementation success factors - How to get fast results? - How to ensure sustainable value creation?

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

POWERED BY

Implementing a Voice ofCustomer Programme to MatchYour Business Objectives

Thierry AubertMediaTech Solutions

BOOKNOW

If you haven’t already booked your place, you can do so using your Networking Event App.Alternatively, please contact an EBM member of staff or arrive in plenty of time before thesession starts. All places are on a first come first serve basis and we advise you to book earlyas places are very limited.

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FOCUS GROUP

FOCUSGROUPS

55

POWERED BY

JOIN THE GROUP AND DISCUSS..Neuroscience has increased our awareness and understanding of a statecalled cognitive overwhelm. Today we are bombarded with a huge amountof ‘data’ every second. There is no way anyone can process all of this. Themore that is required from us to do something, the less we are likely to engage.

So, how can you optimise customer engagement in this new world of cognitiveoverwhelm? What channels seem more appropriate in different everyday situationsand for different market segments?

In this session, we will be presenting our new 2016 primary research on customerchannels of choice followed by the latest results in our loyalty programme case studywith Vodafone.

Join the discussion to discover the steps you need to put in place to make this a reality,by working with experts in this field you can shine the spotlight of attention on thethings that strengthen your brand and customer engagement.

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

Customer Journeys,Loyalty and Neuroscience

If you haven’t already booked your place, you can do so using your Networking Event App.Alternatively, please contact an EBM member of staff or arrive in plenty of time before thesession starts. All places are on a first come first serve basis and we advise you to book earlyas places are very limited.

BOOKNOW

Surash PatelMGage

Amy BrannSynaptic Potential

Barry PollittVodafone

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FOCU

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OUP

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56

JOIN THE GROUP AND DISCUSS..Proven methodology and lessons learnt from 50+ implementations.

Come and discuss how organisations are striving to gain a better understanding oftheir customers, to provide an excellent customer journey, build brand loyalty, andremain competitive. Feedback is fuel to evolving the customer experience (CX).

But as those volumes swing between declining structured feedback and increasingunstructured social commentary, there is a an overwhelming pressure to utilise thevast amounts of customer data held across all business units. Harness big data andfederate it into effective CX programmes and your organisation also moves toprecise predictive modelling, understanding customers’ wishes, before they areeven aware of it.

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

POWERED BY

Big Data — The Case forCustomer Experience

Andrew SmithMaritzCX

Diana TyszkiewiczMaritzCX

BOOKNOW

If you haven’t already booked your place, you can do so using your Networking Event App.Alternatively, please contact an EBM member of staff or arrive in plenty of time before thesession starts. All places are on a first come first serve basis and we advise you to book earlyas places are very limited.

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SPONSORS

58

PLATINUM

Confirmit enables organisations to develop and implement Voice of theCustomer, Employee Engagement and Market Research programmesthat deliver insight and drive business change. Confirmit’s clients createmulti-channel, multi-lingual feedback and research programmes thatengage customers, empower employees, deliver a compellingrespondent experience, and provide high Return on Investment.

t: +44 (0) 20 3053 9333f: +44 (0) 20 3053 9334e: [email protected]

Blue Fin Building, 110 Southwark Street, London SE1 0SU, UK

Intelecom is a leading provider of contact management solutions. Withnearly 20 years’ experience, Intelecom was one of the first to develop acloud-based contact centre. Highly flexible and scalable, Intelecom canbe adapted to accommodate thousands of agents using any device, inany location and integrates with multiple applications seamlessly.

Intelecom is one of the few contact centre solutions that is completelymulti-channel. Intelecom agents can respond to Phone, Email, Chat,Social Media and SMS enquiries all within the one application.

t: +44 (0) 333 300 0066e: [email protected]: [email protected]

Interactive Intelligence provides software and cloud services forcustomer engagement, unified communications and collaborationsoftware to help businesses worldwide improve service, increaseproductivity and reduce costs. Backed by a 21-year history of industryfirsts, 100-plus patent applications and more than 6,000 globalcustomer deployments, Interactive offers customers fast return oninvestment, along with robust reliability and security. The companygives even the largest organisations an alternative to unprovensolutions from start-ups and inflexible solutions from legacy vendors.The company headquartered in Indianapolis, Indiana and has more than2,000 employees worldwide.

Melissa Cowdryt: 01753 418800e: [email protected]: www.inin.com/uk

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SPONSORS

59

PLATINUM

Qualtrics is a rapidly growing software-as-a-service company and theleader in experience management. In Europe, more than 1,000enterprises rely on Qualtrics technology, alongside half of Europe’stop universities. Globally, more than 8,500 enterprises worldwide,including two-thirds of the Fortune 100 and 99 of the top 100business schools, count on Qualtrics. Our solutions make it fast andeasy to capture customer, employee, and market insights in one place.These insights help our clients make informed, data-driven businessdecisions. Global enterprises, academic institutions, and governmentagencies use Qualtrics to collect, analyze, and act on voice of thecustomer, customer satisfaction, employee engagement, 360-degreereviews, brand, market, product concept, and employee feedback. Tolearn more, and for a free account, please visit qualtrics.com

For more information:Ian McVey, Head of Enterprise for Northern Europet: +44 203 808 3310e: [email protected] w: www.qualtrics.com

We believe there is a more innovative way for people to find goodhelp. Transversal is the pioneer in cognitive knowledge solutions andwe are changing the way businesses connect people with knowledge.Our passion is to transform the way people find, consume and sharewhat they know.

Transversal’s products connect people with the knowledge they needto make a difference with their customers, across every channel andthrough every interaction. Empowering the customer journey withknowledge ensures you are delivering those exceptional experiences andunforgettable customer service that make you stand out from thecrowd.

t +44 1223 488700

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FUTURE OF THECONTACT CENTRE23 FEBRUARY 2017VICTORIA PARK PLAZA I LONDON

CONFERENCE

Contact centres are ideally placed to become the beating heart of an organisation’scustomer engagement strategy. Rapid advances in customer and employee facingtechnology have created a digital world in which contact centres have to adapt andchange if they are to successfully deliver a consistent and joined-up customerexperience across the customer journey.

TOPIC STREAMSLinking VOE to VOCArtificial Intelligence & Robotics in the contact centreBig Data, Customer Insight and AnalyticsCX Innovation and TransformationThe Rise of Cloud TechnologyOmnichannel Customer EngagementEvolution of HomeworkingChatbots, Webchat and Virtual AssistantsCX Service Design in the Contact CentreFuture for Contact Centre OutsourcingPeople Engagement and Recruitment

ContactCentreConference.com

QUICK FACTS300 DELEGATES2 SEMINAR HALLSROUNDTABLES10 TOPIC STREAMS30 PRESENTATIONSNETWORKING DRINKS PARTYCPD ACCREDITED EVENT

BOOKNOW

BRONZE

2 TICKETS

£995+VAT £199

SILVER

5 TICKETS

£1995+VAT £399

GOLD

10 TICKETS

£2995+VAT £599

SUPPLIER

1 TICKETINDUSTRY/VENDOR

£1495+VAT £299

STANDARD

1 TICKET

£595+VAT £119

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SPONSORS

61

PLATINUMUnify Communications specialise in delivering next generation contactcentre solutions. We work with organisations across the UK &internationally to transform their contact centres, through the replacementor enhancement of their existing contact centre technology using best ofbreed providers.

Whether you are looking to implement an omni-channel soulution, loweryour “cost to serve” or increase your contact centre performance, we canhelp. As a trusted partner, Unify can support you on the transformationjourney, working with you to understand your business and the currenttechnical landscape and then mapping out a “transformation journey” whichmeets your own business goals and financial objectives.

Russell Attwoodt: 03330 110 400e: [email protected]: www.unifyus.com

Verint® is a global leader in Actionable Intelligence® solutions with a focuson customer engagement optimization, security intelligence, and fraud, riskand compliance. Today, more than 10,000 organizations in 180 countries —including over 80 percent of the Fortune 100 — count on intelligence fromVerint solutions to make more informed, effective and timely decisions.Verint Customer Analytics, Engagement Management and WorkforceOptimisation solutions help organisations know, empower, and connect withcustomers and employees. Discover how our solutions can help yourorganisation to increase customer loyalty and engagement, enhancerevenue, and better manage operational costs and risks.

t: 01932 839500e: info@[email protected]: www.verint.com

Intelligent Customer Engagement Made EasyWebio’s intelligent customer engagement platform allows brands toeffectively engage with their customers. Using the power of artificialintelligence to streamline and blend inbound and outbound customerengagement across new and existing channels – WhatsApp, Messenger,Telegram, SMS, E-mail etc.,

Webio AI Agents work alongside live agents to assist them in making decisiveand effective outcomes based customer responses.

Why Talk to UsCustomers’ engagement expectations have increased exponentially andbusiness is struggling to adapt. With Webio’s conversational interface, AIAgents and our experience in customer communications, adapting to thischange couldn’t be easier. Let Webio will help you achieve the businessoutcomes you need and the experience your customers’ want.

t: +44 (0) 203 355 9718e: [email protected]: www.webio.com

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SPONSORS

62

GOLDAcademie du Service UK is the English subsidiary of Académie duService, the consulting and training firm recognized as market leader inFrance and pioneer internationally in service culture, employeeengagement and customer satisfaction. With more than 250prestigious clients across various industries worldwide, London hasbeen chosen to be the first subsidiary of their international expansion.

Their expertise includes:• Design the customer and employee experience• Train managers, in-house trainers, and associates to embody the

appropriate attitudes to get customer satisfaction• Measure, communicate, and reinforce service culture in the

company to succeed in the long-term

t: 0033 (0) 6 19 99 42 21e: [email protected]: www. academieduservice.co.uk

Cyara was founded in 2006 with a mission: gather the best expertise inthe industry to reinvent customer service. Today, Cyara has fulfilledthat promise, as market-¬leading provider of an omnichannel discovery,testing and monitoring SaaS platform. Over 150 employees around theglobe help the world’s most elite companies use Cyara’s platform toaccelerate the delivery of seamless and frustration¬-free customerexperiences across every channel. Thanks to Cyara, organizations withcombined revenues of over $3 trillion deliver billions of flawlesscustomer interactions every day. Cyara was named a Gartner CoolVendor in CRM Customer Service and Customer Support in 2015.

Chris LimmSales Director UK & Irelandt: 07798 694767e: [email protected]

The Foundation provides expert advice, training, accreditation andbuilds the next generation organisational models & tools.Provides Design, Consulting, Workshops and Training for over 7,500large global customers since 2008

Isobel Rogers, Director of Customer EngagementCustomer Experience Foundationt: +44 (0) 207 993 8893m: 07771 717281e: [email protected]: www.cxfo.org

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63

GOLDGrass Roots is a Customer and Employee Engagement specialist connectingbrands with people. Our products and services are based on the fundamentalprinciples of Performance Improvement (Communication, Education,Measurement and Reward) to drive acquisition, retention, advocacy andbusiness growth. We've been in business for over 35 years and tick all theright boxes when it comes to technology, process, systems and support.

All over the world, we're inspiring people!Take a look at our website or give us a call to find out more.

Jamie Thorpe, Commercial Directort: +44 1296 739983 w: www.grassrootsgroup.com

We work with our clients to help them meet the challenges of their business.We do this by developing engagement strategies that innovate and inspire, butmore importantly drive business forward. So, whatever type of business you areleading, whether you need customer, employee, stakeholder, or brand engagement,we will help you bring your customers and employees with you on yourjourney. From crafting your communication strategy to telling your corporatestory or building customer campaigns, we enable the behavioural change tocreate growth that helps you adapt to an ever-changing business environment.Working with businesses across all sectors – from global brands to regionalstart-ups – we thrive on getting to know each of our clients.We know that the key to our success – is yours.

Sarah Harrisont: 0207 457 2020e: [email protected]

IMImobile enables organisations of all sizes and sectors to maximise thepotential of mobile technologies to improve customer engagement. We believethat mobile will sit at the heart of customer engagement strategies for years tocome. By removing the barriers and complexities to create and deploy mobile-led customer engagement solutions as part of a multi-channel framework, weprovide software and services that helps organisations to improve customerexperience, simplify business processes and enhance operational efficiency.

Our products and solutions built upon the IMIcloud act as an intelligent layerbetween existing IT systems and business processes to create,manage andlaunch services across mobile, digital and social communication channels.Organisations that trust us to deliver smarter customer engagement includeVodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom,Centrica, Universal Music, Tata, the AA, the BBC and major financialinstitutions. IMImobile is headquartered in London with offices in Hyderabad,Atlanta and Dubai and has 700 employees worldwide. IMImobile is quoted onthe London Stock Exchangeís AIM market with the TIDM code IMO.

Darren Gracie, Business Development Directore: [email protected]: +44 (0)7415 115 824

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SPONSORS

65

GOLD

What We Do For The WorldRant & Rave provides customer engagement solutions with a difference.Created with the belief that fundamentally brands and consumers want thesame thing – to deliver and receive great service – half of the FTSE rely onthe Rant & Rave platform to proactively communicate with and gather fastfeedback from their customers. By reducing customer effort and takingreal-time inspired action, brands are able to transform Ranters into Raversand happy customers into engaged Ravers – lifelong advocates.

What Makes Us DifferentHere at Rant & Rave we like to do things a little differently – from offeringyou the total package with our Rant & Rave Platform, to working in real-time and getting hands on with our technology. So we’re always on thelookout for like-minded brands that aren’t afraid to think outside the boxand want to offer their customers a truly exceptional experience.Intrigued? Take a look at our Raving Difference to find out why we’re notlike every other Tom, Dick and Harry out there (and why we’ll be theperfect partner for you!).

e: [email protected]: www.rantandrave.com

Teleperformance is the worldwide leader in outsourced multichannelcustomer experience management with around 182,000 people in 62countries. Our clients include 50% of Interbrands “Best Global Brands2014”. We help brands develop and evolve their customer experiencestrategies whatever the channel used to help clients optimise the value oftheir customer relationships at every stage of the customer lifecycle. Ourmodel is simple, it’s the most human on earth. It’s about people talking withpeople, regardless of channel or device - to help them achieve their desiredoutcomes. Our business succeeds through our greatest asset - our people,to help brands succeed in theirs.

William Carson, Head of Market Engagementt: 07967 698 709e: [email protected]

Merchants is a leading Customer Management Outsourcing solutionprovider specialising in delivering exceptional customer experiences. We arepioneers in the contact centre industry with almost 35 years of experiencein designing, building and operating contact centres around the world onbehalf of blue chip clients. Our services and solutions are built on tried andtrusted models, systems and processes that are based on best practicestandards. We are passionate about people. Our ability to attract the besttalent, coupled with our rich history of success and innovation across differentindustries around the world, is what differentiates us from our competitors.

We think, design and deliver integrated customer experiences.Follow us on Twitter @CCMerchBPO and LinkedIn

w: www.merchants.co.za

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SPONSORS

66

SILVERmGage offers a mobile engagement tool enabling businesses tocommunicate on a personal level with customers across multiplechannels. As global mobile engagement specialists, mGage harnessesSMS, voice, push, social channels and a multitude of messaging apps, tobuild relationships with their valued customers. With over 15 years ofCRM experience, mGage expertly uses cloud-based SaaS systems tobring omnichannel communications to 800+ enterprises via 550carriers globally.

Contact details:Michael Braybrook, Head of Business Development, UKt: 020 7633 5000e: [email protected] w: www.mGage.com

MaritzCX started with the simple idea that businesses need more thanscores and reports to meet their customer experience (CX) challengesin the 21st century – and that idea drove us to combine the deepexpertise of a proven research leader with the speed and innovation ofa modern tech startup. The result is a faster, smarter approach to CX thatgives businesses the power to see, sense, and act on the experiences ofevery individual customer – across every touchpoint-live.

Real-time Feedback Management is an indispensable tool to managethe customer experience.

Instant eXperience® drives users to maximize customer value andsatisfaction, manage resources and optimize processes byimplementing and industrializing a real-time customer feedbackmanagement solution.

Russel Smarte: [email protected]: +44 (0) 7598760176

Thierry Auberte: [email protected]: +33 (0) 1 77 37 18 64

Kevin Leoncee: [email protected]: +44 (0) 203 239 8060m: +44 (0) 782 516 4865

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EXHIBITORS

67

BRONZEAccelerator Solutions are Customer Service specialists and we helporganisations achieve positive business results through Customer Serviceleadership. We do this through a range of solutions focused on Training,Development and Research.

Our Training and Development team helps you to build attitudes, skills andbehaviours that make the service difference. Our new Service Edge suite offersa unique and flexible range of service-focused training solutions, for those inservice roles and also for managers or leaders delivering service through ateam. Our Research team brings independence and objectivity to the processof finding out what will make a real, positive difference to your customers.

We’re friendly, flexible and hands-on; working to make sure that our input hasa direct and lasting impact. We help bring pace to change and take pride indelivering on our promises.

t: 0845 260 6886e: [email protected]

Customers are extremely important. If it is difficult, complicated or even apoint of frustration for your customers to interact with your company, youmiss the opportunity to turn customers into active promoters of your brand –or even risk losing them altogether. That’s why shaping customer interactionby delivering a unique customer experience at every customer touchpoint is akey part of running a successful business.

From its global network of 25 sites and Building on Bosch’s reputation for highstandards and excellent service; Bosch Service Solutions design CustomerInteraction Services that not only meet your customers’ needs, but that alsohave the potential to create enthusiasm for your brand while assuring apositive return on your customer interaction investments.

Jackie Chapman, Head of Business Developmente: [email protected]: 07971 069 497w: www.boschservicesolutions.com

Comarch is a global powerhouse specialized in the design, implementationand integration of advanced IT and software.

• Almost 23 years of industry experience• Polish capital – headquarters located in Krakow• References from across the world• 5000 first-class professionals (programmers, computer scientists and

economists), graduates from the best Polish and foreign universities• Own R&D department made up of high-end IT engineers• High ranking IT analyst ratings: DiS, Gartner, IDC, Truffle 100• Custom Data Centers in Poland and Germany for the provision of services

in many models, including SaaS and Managed Services

t: 0207 4678 700w: www.comarch.co.uk

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EXHIBITORS

68

BRONZEUsing text analytics, Feedback Ferret transforms customer feedbackcomments into actionable insight. We make it easy for you to improvecustomer experience:

• We consolidate all your Voice of Customer feedback comments from any source into a single analysis and reporting platform.

• We automatically transform the customer comments into easy-to-understand, actionable insight using our sophisticated text analysis engine.

• We deliver the RIGHT information to the RIGHT people in the RIGHT format at the RIGHT time, so they can take action to improve customer experience and financial performance.

Feedback Ferret has offices in UK, USA, South Africa and Poland.

Sonia Sparkest: 01628 681088 or 07900 900584e: [email protected]: www.feedbackferret.com

Investor in Customers (IIC)is dedicated to building better businesses.They work with clients to help them identify how to improve and developone of the key drivers in any business: the customer experience.

IIC is an independent assessment organisation that conducts rigorousbenchmarking exercises. These exercises determine the quality ofcustomer service and relationships across a number of dimensions,including how well a company understands its customers, how it meetstheir needs and how it engenders loyalty. IIC also compares andcontrasts the views of staff and senior management to identify howembedded the customer is within the company’s thinking.

Sharon Clapp, Head of Customer Experiencee: [email protected]: 07467 956343

Tony Barritt, Managing Directore: [email protected]: 07805 440520

ServiceTick is an enterprise-level solution for gathering real-time,multi-channel ‘Voice of the Customer’ feedback. We specialise in post-transactional IVR, SMS, web and email surveys that producemeasurable return on investment for many of Britain’s leadingbusinesses. Our clients use ServiceTick to: gather objective feedbackmetrics that are used to manage and reward call agent performance;track and benchmark KPIs such as Customer Effort, NPS and CustomerSatisfaction across the customer journey in order to improve thecustomer experience; re-engage in real time with disenchantedcustomers to improve brand advocacy and reduce complaints; fulfilregulatory and compliance obligations; and enhance brand and productpropositions.

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EXHIBITORS

69

BRONZEWizu is a chat bot that gathers NPS and customer satisfactionfeedback. Identify problems early or promote social sharing from yourcustomers and improve the overall customer experience compared totraditional online surveys.

Because everybody like to chat and nobody likes being surveyed.

Simon Neve, CEO & Foundere: [email protected]: wizu.com

LivingLens is a Software as a Service provider that puts the customerat the heart of decision making by leveraging the power of video.Putting the customer just one click away, LivingLens is redefining howyou can get closer to your customers’ emotions and behavioursthrough video. The technology enables you to better understand yourcustomers by seeing and hearing them to enrich NPS and CustomerExperience programs to understand why they feel the way they doabout your brand/service.

The technology, which evidences the many data layers present invideo, includes many exciting features to enable brands and agenciesto get the most out of this incredibly rich medium. LivingLensfacilitates searching the spoken word, sentiment, activity and objectswithin video content. The technology operates in any language andalso offers analytics capabilities, so that you can understandfrequency of mention and therefore trends across all of your video.Clients can upload video to the platform from anywhere, including theLivingLens capture Apps and webcam capture. LivingLens is API readyso we can plug any functionality into your own technology.

t: 0151 601 7383e: [email protected]: livinglens.tvTwitter @Livinglenstv

Maru/edr are world leaders in Voice of the Customer programs and aproud part of MARU Group – a technology enabled professionalservices firm delivering information and insight. As part of MARU,we’re pioneering technology focused feedback combined with deepthinking and an emphasis on actionable outputs, helping us to paintbetter pictures faster for our clients.

t: +44(0)1489 772920e: [email protected]: www.maruedr.comThe HUB, Berrywood Business Village, Southampton, SO30 2UN

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CUSTOMER DATA SECURITYDIRECTORS FORUMBLUE FIN VENUE, LONDON

2ND DECEMBER 2016

Cyber security is now the biggest single challenge facing organisations, with a plethora ofhigh profile customer security breaches placing the battle against cybercrime high on thecorporate agenda.

More than half of UK organisations say they expect to be the victim of cybercrime in the next two years, suggestingit will become the UK’s largest economic crime. This Customer Data Security Directors Forum will examine the keychallenges organisations face when protecting their customers’ data against a backcloth of double-digit increases incybercrime activity. It will investigate what actions are being taken to prevent attacks that are capable of bringingdown entire organisations.

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SPEAKERS

Les AndersonVP of Cyber and Chief

Security OfficerBT

Maxine HoltPrincipal Analyst

Information SecurityForum

MatthewGardiner

FounderCatchlondon.Com

Gareth NealSenior Manager Cyber

Security PwC

Rik TurnerSenior Analyst

Ovum

Ken MunroPartner

Pen Test Partners

Ray StantonCiso & Exec in Post

Canary Wharf

QUICK FACTS:100+ SENIORDELEGATES

30 MINUTEPRESENTATIONS

1-DAYEVENT

FOLLOWED BYNETWORKINGDRINKS

12+PRESENTERS

Working together to disrupt digital crimeGlobal authority looks at the constant battle againstcybercrime and how to fight it including a look at newBT/KPMG report ‘Taking the offensive: Workingtogether to disrupt digital crime’

Les Anderson, VP of Cyber and Chief, Security

Officer, BT

Overview of the Customer DataSecurity marketplaceThe impact of the rise in cybercrime and fraud ishaving on our customers and our people

Maxine Holt, Principal Analyst, InformationSecurity Forum

Customer Data Security and Brand ReputationCustomer data at Talk Talk, Yahoo and many otherbrands have been compromised and the cyber attackskeep coming – what is the impact on brand reputationand what can be done to counter the threat?

Matthew Gardiner, Founder, Catchlondon.Com

PwC has just taken on 1000 cybersecurity expertsCyber crime and customer data privacy – what canorganisations do to protect themselves and theircustomers

Gareth Neal, Senior Manager Cyber Security, PwC

The new challenges facing customer datasecurity now relating to Cloud, mobile,remote working, business processoutsourcing and the like

Rik Turner, Senior Analyst, Ovum

Customer care: Can we encourage customersto take better care of their data?The maxim that the customer is always right may haveheld sway when interactions involved little more thanexchanging pleasantries over the cash till. But nowthat the customer is actively engaged in a digitalrelationship, does it still hold true? If the relationshiphas changed and the customer now has more control,shouldn’t they also have more responsibility?

Ken Munro, Partner, Pen Test Partners

General Data Protection Regulation- What does it all really mean’Ray takes a look at the profound impact the upcomingEU GDPR legislation which gives consumers controlover their own data is going to have on the CustomerData Security marketplace where its estimated UKcompanies faces fines of up to £122billion for noncompliance with the new regulations

Ray Stanton, Ciso & Exec in Post, Canary Wharf

01932 506 300 (press 1)

[email protected]

EngageInfoSec.com

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PARTNERS

72

Thanks to the collaborative spirit of our FoundingMembers, the Association has long held a reputationfor openness and support amongst its members. Ourevents and our members’ interactions typicallyrepresent genuine knowledge sharing in the interestof furthering the study and practice of BusinessPsychology.

In this context, the ABP continues to encourage andfacilitate networking amongst all academics andpractitioners in our membership in order to shareknowledge and professional experiences. Wefacilitate this networking through:

• Online discussion forums • Regional speaker events• Local networks’ meetings• Annual Conference

Additional networking, coaching, peer-review andmentoring arrangements can also be initiated via ourABP Connections service.

e: [email protected]

Ember Services is a customermanagement consulting. Wedeliver financially drivencustomer managementstrategies and operationaldelivery solutions thatincrease commercial valuefrom customer operations.We target opportunities for

improved customer value, increased staffengagement, revenue enhancement and costreduction all driven from a deep understanding ofwhat drives performance and how to effect change.

Founded in 2010, Ember is staffed by customermanagement strategists, training and peopledevelopment practitioners, finance and commercialspecialists, technologists and operational specialists.

We work globally and across industries fororganisations of all sizes including retail, financialservices, energy & utilities, government and media.

Sue Rix, Ember Servicese: [email protected]: +44 (0) 7494 559488w: www.emberservices.com

We are a growing, dynamic, voluntary movementpromoting employee engagement as a better way towork that benefits individual employees, teams, andwhole organisations.

Our vision: We want everyone working in the UK towant, and be able, to give their best each day, so thateach day is a great day at work, and that workplacesin the UK are thriving, growing and developingthrough the commitment, energy, and creativity ofthe people that work in them.

Our aims: We want to grow awareness about thepower and potential of employee engagement,encourage people to think more about it, and toprovoke them to take action where they work.

Cathy Brown, Executive Directore: [email protected] w: www.engageforsuccess.org

As champions of bestpractice and professionaldevelopment in customercontact, The Forum arewidely recognised as aninnovative, inclusive andindependent community of

professionals who stimulate collaboration, continuallearning and customer focus. Our team ofindependent experts offers advice and support,enabling members to make a tangible impact in theirorganisation and show how the capability of eachsupport function is fundamental to the business,through specialist accreditation, qualifications andstandards benchmarking. Our four communities ofcontinuous improvement, sharing best practice anddeveloping new approaches are:• Professional Planning Forum• Quality & Customer Experience Forum• Data, Analytics and Insight Forum• Customer Strategy & Leadership

Janet Cunninghame: [email protected]: 0333 123 5960

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Page 76: CUSTOMER OFFICIAL ENGAGEMENT EVENT SUMMIT 2016 · 2019-06-17 · CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER

EMPLOYEE ENGAGEMENT SUMMITTHURSDAY 20TH APRIL 2017

20APR 2017

CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 6TH JULY 2017

06JUL 2017

FUTURE OF THE CONTACTCENTRE CONFERENCETHURSDAY 23RD FEBRUARY 2017

23FEB 2017

EVOLUTION OF WORK CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

CUSTOMER DATA SECURITYDIRECTORS FORUMFRIDAY 2ND DECEMBER 2016

02DEC 2016

INTERNAL COMMUNICATIONS CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

CUSTOMER ENGAGEMENT SUMMITWEDNESDAY 8TH NOVEMBER 2017

08NOV 2017

2017 ENGAGE AWARDSWEDNESDAY 8TH NOVEMBER 201708

NOV 2017

EBM GROUP EVENTS

www.ebm.mediaLive events proudly organised by Engage Business Media Ltd