SILVER EVENT PARTNERS

GOLD EVENT PARTNERS

SUMMERCONVENTION

How have some of today’s leading brands successfully transformed their customer and colleague experience?

27 JUNE 2019

#CCAManchester

Today more than 150 like-minded colleagues will meet to discuss, share and explore new ideas on how to reimagine CX and what it means for your own role and your organisation.

INTRODUCTIONNever before have senior customer service professionals been so challenged in making the right decisions to take their business to the next level. Customers compare all our brands against each other and the base level for customer service is rising at a pace we haven’t experienced before.

Making the right investment decisions is critical for you to progress; but how can you ensure you are making the right call on what to take forward? How can you learn from others in our market? How do you know what success looks like?

CCA Summer Convention will tackle these issues head on giving you the insight, knowledge and information from award-winning examples of service excellence. More than 150 like-minded colleagues will participate to discuss, share and explore new ideas on what future customer service and experience needs to look like.

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

YOU WILL LEARN ABOUTUS

• A blue-print for success for managing service and experience in a digital world

• Vulnerability and wellbeing – one size doesn’t fit all• Successful channel shift – a game-changer?• Inspiring leadership – reimagining your people strategy• The ‘must have’ technologies to support your future

development

Bringing the latest insights and experts together to answer the questions important to you. This event will arm you with the latest tactics, understanding and info to take your business to the next chapter.

‘Customer Experience Reimagined’ represents the conundrum faced by organisations when striking a delicate balance between automation, human engagement and boardroom investment.

Reimagining customer experience may mean different things to different brands, however there are many common threads; the rising imperative of dealing with vulnerable customers, successfully managing a multigenerational workforce, choosing channels which work, whether to outsource and/or offshore, and deciding your brand’s recipe for automation and human effort.

THEPROGRAMME

Showcasing CCA award winners, our expert speakers and contributors will bring winning strategies to you. Award-winning

brands include:

0915–1000

THEPROGRAMME

1000–1010

Registration & Coffee

Opening remarks from event chair – Liz Barclay, CCA Special Adviser and Chair of People & HR Forum Liz has extensive knowledge of consumer concerns and is one of CCA’s Special Advisers, facilitating workshops and strategy debates on consumer-related issues. She is a distinguished journalist who developed an early interest in consumer affairs in an early career role as money adviser with Citizens’ Advice Bureau. She is highly knowledgeable on consumer issues in general, and on money issues in particular and has presented and produced high-profile consumer affairs radio and TV programmes. She is an Ambassador for the Money Advice Trust and a Consumer Advice Columnist for a national newspaper which gives her keen insights into the issues worrying consumers today as well as an informed view on potential future problems. She has worked as a moderator for organisation including: Consumer Financial Education Body; Financial Services Agency; Trading Standards Institute; and the World Council of Credit Unions. She is also a lay member of the NHS Equality and Diversity Council.

Welcome and address from the Lord Mayor of the City of Manchester, Abid Latif ChohanCouncillor Abid Latif Chohan was born in a remote village in the Jhelum District in Pakistan’s Punjab province. Abid has lived in Manchester since August 1998 with his wife, Azra.Abid has worked as a solicitor since 2007 and specialises in immigration and civil litigation law. Abid is the founder and Chair of the British Pakistani Cultural Association which aims to promote Pakistani heritage and culture in the UK. He supports a number of charities and as an active trade unionist has previously chaired the Manchester and Oldham East branch of Unite.In 2004 Abid was first elected as a Manchester City Councillor for its Longsight ward. He has served as Lead member for Race and Equality and has sat on a number of scrutiny committees including Children and Young People, Communities, Neighbourhoods and Environment, and the Planning and Highways Committee. He has sat on the Licensing and Appeals Committee for several years and served as Deputy Chair for four years.Abid will formally welcome CCA Summer Convention delegates to the City.

One size doesn’t fit all - Vulnerability and wellbeingVulnerability and wellbeing are some of the top issues organisations are tackling – both from a customer and an employee perspective. How can we better support our colleagues to be more resilient and feel more equipped to deal with ongoing uncertainty?Led by Martin King, Head of Customer Vulnerability, Lloyds Banking Group, this session will look at a number of great examples of how organisations are tackling this to offer the right support to ensure teams are best equipped to deal with increasingly challenging and often difficult conversations with customers. A panel session will follow Martin’s keynote with leading brands committed to doing the best for their customers and colleagues.

The panelists are:• Gill Adkins, Service Centre Manager, Chelmer Housing Partnership

• Alice Gowers-Taylor, Tenancy Support Team Leader, Chelmer Housing Partnership

• Riffat Tufail, Vulnerable Customer Programme Lead, Standard Life, winners of CCA ExcellenceAward on Skills, Learning & Development.

Successful Channel Shift – Sky Messaging Team Winners of CCA Excellence Award – Innovation in Customer Service 2018Craig McDonald, Director of Customer Service Operations, SkyOffering the right self-service channels to improve CX and business performance takes real skill and is the nirvana for most organisations. Too often opening new channels with the expectation to reduce voice contact doesn’t always come to fruition. However, when it does succeed it can be a game-changer for customer engagement and experience.This session will showcase the award-winning Sky Messaging Team on how they successfully used customer insight, knowledge and journey mapping to implement a new service offering to customers that is shifting demand and at the same time increasing customer satisfaction. This service gives customers the option to make contact through the Sky App, Facebook Messenger or SMS. Sky are one of the biggest providers of messaging in the worldwide service industry with more than fifty thousand messages being handled weekly.

1010–1015

1055–1125

1015–1055

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

THEPROGRAMME

How industry standards are supporting customer success CCA Global Standard© bearers lead the way in driving continual improvement in their service proposition. This session will showcase how engaging with colleagues, paying close attention to voice of customer and securing commitment across the business. Knowing you have the correct principles and foundation to build your service proposition reassures and supports confidence in any future change and investment.

Tea & Coffee and Networking

Round-Table Focus GroupsFormally facilitated round-table discussions will offer you the chance to explore the critical questions from the morning’s presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

Lunch, exhibition & networking

KEYNOTE DEBATE: Re-imagining CX to 2020 and beyond – How future tech will transform our people and customersWhy aren’t businesses adopting new digital technology advances quicker? What are the fears? What are the barriers? How can we build better ROI business cases so that investment and customer service is not just seen as a cost?Discussing the critical questions you need answers to, our leading panel of experts will explore customer expectations to 2020, what drivers for change will shape the technology we use and how can we ensure our teams are fully equipped for the challenges ahead.

Inspirational LeadershipWhat does it take to inspire others to perform at their best? How can you engage your teams across the whole operation to do the right thing for customers because they feel empowered and enabled to do so? Creating an environment for people to flourish is the hallmark of any successful leader. CCA Director of the Year, Jo Mayer has worked in financial services for almost 30 years progressing from customer facing activity to her current position as Director of Customer Operations at The Co-operative Banking Group. Described by Andrew Bester, Co-op Banks’ CEO as a passionate leader, Jo’s presentation will leave you inspired and motivated to reimagine your people strategy to deliver results for customers and your team.

Round-Table Focus GroupsFormally facilitated round-table discussions will offer you the chance to explore the critical questions from the afternoon’s presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

Being Resilient - World Record Holder: Josh Llewellyn-Jones OBE Born with cystic fibrosis, doctors didn’t expect Josh Llewellyn-Jones to survive beyond the age of 30. Now heading towards his 32nd birthday, Josh has not only defied the odds to live with a chronic condition, he is now a world-record holder for lifting 1,000,000 kg in under 24 hours. A true inspiration, Josh will share his story and explain about building resilience, turning problems into opportunities and the importance of having the right people around you to succeed.

Closing remarks

Networking & drinks

1125–1155

1155–1220

1220–1300

1300–1400

1400–1440

1510–1550

1440–1510

• Paul Lambert, Head of Customer Operations, Camelot

• Paula Kennedy-Garcia, Vice President, Concentrix

• Spencer Brooks, Managing Partner, gobeyond

• Emma Sutton, Senior Customer Director EMEA, Cloud Transformation, Oracle

• Clare Lomax, VP Sales EMEA, ttec

• David Cousins, Solutions, Architect, Twilio

1550–1630

1630–1640

1640–1730

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

Concentrix is a technology-enabled global business services company specialising in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.www.concentrix.com www.linkedin.com/company/concentrix @Concentrix

With more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.Customers worldwide rely on Oracle’s complete, modern, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enterprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle’s solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds.www.oracle.com www.linkedin.com/company/oracle/ @Oracle

gobeyond works in partnership with clients to transform customer experience.By combining award-winning improvement expertise with our unique model office environment we design and test innovations across people, process, and technology. This means we will only implement change that works in your operation; helping you scale and embed improvements to deliver powerful and sustainable results.Throughout 2019 we are integrating with OEE Consulting (a leading customer journey and operations transformation consulting firm) to establish an industry-leading customer experience transformation services business with global reach.gobeyond.uk.com www.linkedin.com/company/gobeyond/ @OEEConsulting

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratised communications channels like voice, text, chat, and video by virtualising the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organisations — to reinvent how companies engage with their customers. www.twilio.com www.linkedin.com/company/twilio-inc-/ @twilio

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience services company focused on the design, implementation and delivery of tech-enabled transformative solutions for many of Europe’s most iconic and disruptive brands. The Company delivers outcome-based contact centre outsourcing solutions through TTEC Engage which operates and manages frontline and back-office business processes that support customer acquisition, care, growth and trust and safety - available onshore, nearshore and offshore. Additionally, TTEC Digital, the company’s digital consultancy, designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients. Founded in 1982, the Company’s 49,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit ttec.com/emea.www.ttec.com www.linkedin.com/company/ttec/ @ttec_com

GOLDSPONSORS

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

SILVERSPONSORS

Customer Experience – Continue to Reimagine CCA Summer Convention 27 June 2019 Etihad Stadium Manchester #CCAManchester

Sensee is the UK’s leading home-working customer management outsourcer delivering omnichannel customer support for complex service, claims and sales processes. We are FCA and ISO 270001 registered and accredited. Ethically driven, we treat our employees extremely well so that they stay with us and we help our clients, who include many of the UK’s leading financial service brands, to deliver better customer engagement, to meet their peaks and troughs in customer traffic, to improve their staff morale, thus reducing staff attrition and typically we help our clients reduce their operating costs by 30%. www.sensee.co.uk www.linkedin.com/company/sens-e/ @SenseeCareers

Poly is a global communications company that powers meaningful human connection and collaboration. Poly combines legendary audio expertise and powerful video and conferencing capabilities to overcome the distractions, complexity and distance that make communication in and out of the workplace challenging. Poly believes in solutions that make life easier when they work together and with our partner’s services. Our headsets, software, desk phones, audio and video conferencing, analytics and services are used worldwide and are a leading choice for every kind of workspace. For more information, please visit: www.poly.com.Poly and the propeller design are trademarks of Plantronics, Inc. All other trademarks are the property of their respective owners.www.poly.com/gb/en/ie www.linkedin.com/company/polycompany/ @PolyCompany

NOTES

@contactccaglobal @CCA_Global @AnneMarieCCA cca-global-limited