PLENARY, HALL 1 & 2
AGENDA SUMMARY
09:00
CHAIRMAN’S WELCOME AND OPENING REMARKS Mike Havard, Ember Services
09:45
PLENARY CUSTOMER ENGAGEMENT OVERVIEW: A 20:20 vision for CX Mark Hillary, Carnaby Content,
09:15
PLENARY KEYNOTE: Rise of the machines: Artificial Intelligence, the Internet of Things, Robotics and you Spencer Kelly, Social Media and the Internet
10:15
PLENARY CASE STUDY: JOHN LEWIS PARTNERSHIP What drives the service ethos at the John Lewis Partnership? Is this the business model for the brave new customer world? Patrick Lewis, John Lewis Partnership
10:45 COFFEE 11:15
HALL 1 CHAIR: MIKE HAVARD, DIRECTOR, EMBER SERVICES
11:15
HALL 2 CHAIR: MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING
11:15
HALL 3 CHAIR: ANN-MARIE STAGG, CHIEF EXECUTIVE, CCMA
VOICE OF THE CUSTOMER, PART ONE
FINANCIAL SERVICES, PART ONE
RETAIL, PART ONE
11:20
BRITISH AIRWAYS CASE STUDY: Using customer voice to drive strategic decision making Debra Walmsley, British Airways and David Conway, KPMG Nunwood
11:20
HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS IN THE FINANCIAL SECTOR Miguel Ramos, Confirmit
11:20
McDONALD’S CASE STUDY: Transforming people practices for a workforce of 100,000 to meet new customer offering Janet Lenz, McDonald’s Restaurants
11:40
UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE Colin Shaw, Beyond Philosophy
LLOYDS BANKING GROUP CASE STUDY: Customer experience - The root of all complaints Russ Powles, Lloyds Banking Group
11:40
11:40 12:00
TRAVELODGE CASE STUDY: Customer experience as a competitive advantage Jon Hendry Pickup, Travelodge and Andrew Archibald, Travelodge
12:00
BARCLAYS CASE STUDY: Digital eagles – Engaging employees to drive customercentricity into the DNA of the organisation Dave Shepherd, Barclays UK Retail Bank
THREE CASE STUDY Business transformation achieved by listening to the customer Stuart Douglas, Three, Jessica Mustoo, Three
12:00
JUST LISTEN: Utilising customer stories to create the best experiences at every touchpoint Sue Hedaux, Inmoment
FUTURE OF WORK & EMPLOYEE ENGAGEMENT
DIGITAL CUSTOMER, PART 1
12:20
SURREY & SUSSEX COUNTY COUNCIL CASE STUDY: Delivering customer satisfaction and staff engagement through innovation at no cost Simon Pollock, Surrey and East Sussex County Councils
12:30
VIRTUALISING YOUR SALES FORCE – A NATIONWIDE CASE STUDY Simon Blissett and Brian Atkinson, Cisco
12:40
MY STEAM ENGINE IS BROKEN: The end of command and control Jonathan Gifford and Dr Mark Powell
12:50
WATCHFINDER CASE STUDY: Building a brand in the digital age Lloyd Amsdon, Watchfinder
13:00
SWARMWORKS INTERVIEW: The power of active involvement in meetings and events Héctor Venegas and Karin Krogh, Progreso Aps
13:10
Q&A
CUSTOMER ENGAGEMENT TRANSFORMATION 12:30
NEWSUK CASE STUDY: Winning the loyalty of employees, so you can win the loyalty of customers Sean Risebrow, NewsUK
12:50
VIRGIN MEDIA AND EDIGITAL CASE STUDY: The power of text; using smart technology to listen, interpret and delight your customers Anna Ritchie, Edigital Research and Chris Beeson, Virgin Media
13:10
Q&A
13:20 LUNCH 13:40
NEW BOOK LAUNCH: Rewire – The future for diversity and engagement Chris Yates, Caterpillar Inc and Pooja Sachdev - HALL 1
EMPLOYEE AND CUSTOMER ENGAGEMENT
OMNICHANNEL
EVOLUTION OF CONTACT CENTRES
14:20
CREATING FUSION… Adopting a joined-up approach to customer and employee engagement is easier than you might think… Jamie Thorpe and Francis Goss, Grass Roots
14:20
EMBRACING THE MILLENNIAL CHALLENGE: The convergence of customer engagement, communications and collaboration Martina Knappe, Interactive Intelligence
14:20
THE CUSTOMER EXPERIENCE – CAN OUR CONTACT CENTRES DELIVER? Findings from the 2015 global contact centre benchmarking report Paul Scott, Dimension Data
14:40
NHS CASE STUDY: A healthy engagement Mike Gibney, NHS Foundation Trust
YAHOO CASE STUDY: Smartphone dominance Patrick Hourihan, Yahoo
14:40
14:40
THE FUTURE FOR CUSTOMER TECHNOLOGY: Insights from Amazon, Facebook and Google Stuart Dorman, Sabio Ltd
15:00
MARS CHOCOLATE CASE STUDY: Employee engagement: The critical ingredient to win in today’s market Hugh Jaques, Mars Chocolate UK
15:00
OMNICHANNEL IN FINANCIAL SERVICES – A PENSIONS ADMINISTRATION CASE STUDY Jonathan Mindell, Former director at JLT and Mercer
15:00
IN CONVERSATION WITH: Rod Jones, Contact Centre Consulting, Peter Ryan, Ovum and Ian Naylor, Virgin Atlantic Airways
VOICE OF THE CUSTOMER, PART TWO
FINANCIAL SERVICES, PART TWO
RETAIL, PART TWO
15:30
AMERICAN EXPRESS COMMUNITY STADIUM CASE STUDY: An ethos-driven approach to creating innovative customer experiences Nick Brice, American Express Community Stadium
15:30
USING V-PERSON™ TECHNOLOGY FOR OMNICHANNEL CUSTOMER ENGAGEMENT Liam Ryan, Creative Virtual Ltd
15:20
TESCO CASE STUDY: Delivering our best service Glenn Reynolds and Sue Stoneman, NKD Learning
15:50
BOWEN CRAGGS & CO CASE STUDY: When data beats politics the customer wins Dan Drury, Bowen Craggs & Co
HSBC CASE STUDY: Putting customers at the heart of everything we do and empowering colleagues to become the bank of choice in the UK Francesca McDonagh, HSBC Bank Plc, UK
15:40
15:50
DUNKIN’ DONUTS CASE STUDY: Growing presence Jim Johnstone, Dunkin’ Donuts
16:00
XCEED CASE STUDY: Shaping the experience for a better customer engagement Tarek Al Shareif, Xceed
16:10
Q&A
16:10
Q&A 16:15 COFFEE
SOCIAL ENGAGEMENT
DIGITAL CUSTOMER, PART TWO
CUSTOMER JOURNEY
Chair: Justin Hunt, The Social Media Leadership Forum
16:40
HIVE (BRITISH GAS) – CONNECTED HOMES CASE STUDY: How staying close to customers has been pivotal in delivering unique, innovative customer solutions Kim Ratcliffe, Hive
16:40
THE 02 CASE STUDY: Encore – Giving the customer a reason to cheer Adam Wilson, The O2
17:00
UNILEVER CASE STUDY: The future of the future of service – Digital engagement innovation from IoT to emotion analytics to virtual assistants in your home Megan Neale, Unilever and Maximilian Doelle, Kazendi
17:00
PEGASUS AIRLINES CASE STUDY: Understanding context and consumer behaviour to enhance your offer throughout the customer journey Sibel Yaman Kavuklu, Pegasus Airlines
17:20
PANEL DEBATE: Internet of things Dom Graveson, Hominal Service Design Simon Foot, Ember Services Kim Ratcliffe, Hive - British Gas
17:20
JAGUAR LAND ROVER CASE STUDY: A day in the life of... Nina Jones, Jaguar Land Rover
17:40
CHAIRMAN’S SUMMARY
17:40
CHAIRMAN’S SUMMARY
16:40
EXPERT SPEAKER
17:00
ROYAL YACHT BRITANNIA CASE STUDY: How to become no.1 in the UK Bob Downie, Royal Yacht Britannia
17:20
PANEL DISCUSSION: SOCIAL CUSTOMER Daria Alexandrovna Taylor, Incredibly, Mark Hillary, Carnaby Content, Jon Morter, Social Media Hellraiser, Ollie Drackford, Youthnet and Nico Lutkins, Linkedin
17:40
CHAIRMAN’S SUMMARY
ROUNDTABLE PROGRAMME RUNNING ALONGSIDE MAIN CONFERENCE 11:20, 14:20, 15:30 See pages 21-25
NETWORKING PARTY: Drinks and canapés and special performance by ‘The Choir With No Name’, our official summit charity - See page 49
17:45
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