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CUSTOMER ENGAGEMENT SUMMIT 2016

OFFICIAL SUMMIT SURVEY REPORT

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

PLATINUM

GOLD

ORGANISED BY:

CustomerEngagementSummit.com @EngageCustomer #EngageSummits


24/7 • 20PLUS30 • 24VEND LTD • ABA • ABEL AND COLE • ABRS • ACANTHUS • ACCA • ACCENTURE IRELAND • ACCOR HOTELS • ACCOUNTAGILITY LTD • ACE • ACE EUROPEAN GROUP LTD • ACTICALL • ACTICALL GROUP • ACTIONAID • ADELPHI SERVICES HOME OFFICE • ADETIQ LIMITED • AFFINION INTERNATIONAL • AFFINITY WATER • AGEAS • AGEAS 50 • AIG • AIMIA • AIR FRANCE • AJ BIZ • AJK TECHNOLOGIES • AKTIV KAPITAL • AKZONOBEL • ALCATEL-LUCENT • ALDEBARAN • ALLAXA • ALL CLEAR TRAVEL INSURANCE • ALLIED HEALTHCARE • ALLINGTON • ALZHEIMER'S SOCIETY • AMAZON • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM/360DV • AMEX • AMEX COMMUNITY STADIUM • AMLIN • ANAYLIN • ANAYLIN LIMITED • ANGLIAN WATER • APPEREGDE • APPROACHES FOR PERFORMANCE EXCELLENCE LTD • APTEAN • ARBUTHNOT LATHAM • ARBUTHNOT LATHAN & CO LTD • ARGOS • ARIA INSURANCE SERVICES LTD • ARISTE HOLDING LIMITED • ARK-H HANDLING LIMITED • ARMSTRONG CONSULTING • ARQIVA • ARROW GLOBAL PLC • ARTHRITIS RESEARCH • ARUN DISTRICT COUNCIL • ARVAL UK • ARVATO UK • ASCENT SOFTWARE UK • ASK ITALIAN • ASP PR • ASPECT • ASPECT CAPITAL LIMITED • ASSURANT • ASTADIA • ASURION EMEA • AT & T • ATOS • ATOS WORLDLINE • ATS EUROMASTER LTD • AURA CORPORATION UK • AUTOTRADER • AVIAMEDIATECH LTD • AVIOS GROUP LTD • AVIVA PLC • AXA • AXA IM • AXA INSURANCE • AXA INSURANCE/SWIFTCOVER • AXA UK • AXIS EUROPE PLC • B&W GROUP LIMITED • BA • BAE SYSTEMS • BANHAM SECURITY • BANK OF AMERICA • BANK OF IRELAND • BANNER BUSINESS SERVICES LIMITED • BARCLAYCARD • BARCLAYCARD EUROPE • BARCLAYS BANK PLC • BARCLAYS PREMIER • BARCLAYS WEALTH AND INVESTMENT MANAGEMENT • BARNABY JONES • BARNFIELD COLLEGE • BARON MANAGED SERVICES • BARZ 8 EVENTS • BAUER MEDIA GROUP • BAZAARVOICE • BBC • BBD PERFECT STORM • BDO LLP • BEEHIVE RESEARCH • BELLFORTE GROUP LIMITED • BELMOND LE MANOIR AUX QUAT’SAISONS • BELMONT INTERNATIONAL LTD • BENSONS FOR BEDS • BERKELEY PR • BERKSHIRE HEALTHCARE NHS FOUNDATION TRUST • BERRY BROS. & RUDD LTD • BERRYWORLD • BESTINVEST • BEYOND PHILOSOPHY • BEYOND REASON CONSULTING • BGL GROUP • BIG EARS • BIRMINGHAM CITY COUNCIL • BLIND VETERANS UK • BLUE COAT SYSTEMS • BLUE CROSS • BLUE PROVIDENT • BMB LTD • BMC SOFTWARE • BMW UK LIMITED • BOC LIMITED • BOOHOO.COM • BOOTS • BOSCH • BOSCH SERVICE SOLUTIONS • BOTTOMLINE TECHNOLOGIES • BOWEN CRAGG & CO • BOX LEGAL • BOXCLEVER • BP • BPESA • BPI • BQF • BRAINFOOD CONSULTING • BRAINLOOP AG • BRAND AUDIO • BRAND BIOLOGY • BREAKFAST • BREAKTHROUGH BREAST CANCER • BRIDGE TRAINING & EVENTS • BRIGHT UK • BRIGHTHOSUE • BRIGHTON & HOVE CITY COUNCIL • BRIGHTTALK • BRITISH AIRWAYS • BRITISH COUNCIL • BRITISH GAS • BRITISH PHILIPPINE OUTSOURCING COUNCIL • BRITISH QUALITY FOUNDATION • BRITISH RED CROSS • BROMFORD • BRUNTWOOD • BSI GROUP • BSKYB • BSQUARED • BSS • BSS DIGITAL • BT • BTC DRUGS AND ALCOHOL / BEREAVEMENT • BUCKINGHAMSHIRE CC • BUPA GLOBAL • BUPA INTERNATIONAL UNTIL OCTOBER 2013 • BURBERRY • C3 PARTNERS • CALL CREDIT • CAMBRIDGE BUILDING SOCIETY • CAMBRIDGE UNIVERSITY PRESS • CANCER RESEARCH UK • CANON EUROPE • CAPGEMINI • CAPITA • CAPITA CUSTOMER MANAGEMENT • CAPITA EMPLOYEE BENEFITS • CARILLION • CARNABY CONTENT • CARNIVAL UK • CARPETRIGHT • CARPETRIGHT PLC • CASHFLOW PROTECTOR LTD • CATALYST HOUSING GROUP • CATERPILLAR INC. • CATHERINE KENNEDY • CAXTON FX • CAXTON FX LIMITED • CBRE • CCA RECRUITMENT GROUP • CENTRAL LONDON COMMUNITY HEALTH NHS TRUST • CENTRAL SURREY HEALTH • CENTRICA • CERTAS ENERGY • CGA • CGI • CHARITIES AID FOUNDATION • CHARITIES TRUST • CHARLES TAYLOR INSURANCE SERVICES LIMITED • CHARLES TYRWHITT • CHAUCER DIRECT • CHECKATRADE • CHERRY LONDON • CHESTER&ALDGATE • CHIQUITA UK • CHRISTIE DIGITAL • CHRISTINA ADESINA • CHROUCH CONSULTING • CIENA • CIM • CINSIGHT • CIPFA • CIPS • CIRCLE HOUSING • CISCO • CITI GROUP • CITY & GUILDS • CITY PARK TECHNOLOGIES • CITY REFRIGERATION HOLDINGS • CLARKS INTERNATIONAL • CLEAR PATH CONSULTING • CLEARCAST • CLERKSWELL • CLICKTOOLS LTD • CLUSTRE • CO-OP • COALFACE • COFUNDS • COGNITA • COGNITION CONSULTING • COGNOSIS • COLEMAN WOODHOUSE • COLLECT PLUS • COLT TECHNOLOGY SERVICES • COMARCH SA • COMMENWEALTH • COMMUNISIS PDM • COMMUNITY INTEGRATED CARE • COMPANIES HOUSE • COMPASS GROUP PLC • COMPUTACENTRE • CONDUIT • CONFIRMIT • CONFLUX • CONFORMIT • CONNECT2GO LIMITED • CONNEXIONS PR & MARKETING LTD • CONTACT CENTER GLOBAL • CONTACT CENTRE CONSULTING • CONVERGYS • CONVERSOCIAL • CORNELIUS LTD • COUNTRYWIDE • COVEA INSURANCE • COVENTRY BUILDING SOCIETY • COVENTRY CITY COUNCIL • CPM INTERNATIONAL • CRAB CREATIVE • CREATIVE VIRTUAL • CRIMESTOPPERS TRUST • CROYDON COUNCIL • CRYSTAL HOLIDAYS LTD • CSCAPE • CSN • CSTN • CURHAMS LTD • CUSHWAKE • CUSTOMER CHAMPIONS • CUSTOMER CONSULTING LTD • CUSTOMER EXPERIENCE FOUNDATION • CUSTOMERIMPACT • CUSTOMERJOURNEY CONSULTANCY • CUTHBERT CONSULTING • CX COMPANY • CXPA • CYARA • D M M C LTD • DA VINCI PUBLIC RELATIONS • DAM DIGITAL • DATA HARVESTING • DATA2DASH • DATA CENTER DYNAMICS • DATATALK • DATATRIAL LIMITED • DATE HARVESTING • DAVENPORT STRATEGY.COM • DAVIES HICKMAN • DBSCHENKER • DCH LTD • DEBENHAMS • DELL • DELOITTE LLP • DELUXE LABORATORIES • DEVONSHIRE SQUARE • DEVONSHIRE SQUARE MANAGEMENT • DFS • DHL GLOBAL MAIL • DHP CONSULTING • DIGITAB • DIMELO • DIMENSION DATA • DIRECT LINE • DIRECT LINE GROUP • DIRECTOR • DLG • DMA • DMGT • DNV GL • DO ROSARIO DANCE STUDIO • DOCUMENT CAPTURE CO LTD • DOMESTIC AND GENERAL • DOMINO PRINTING SCIENCES • DOMINO'S PIZZA GROUP • DPG PLC • DS SMITH • DSV • DTZ • DUNELM • DUNKIN' DONUTS • DUNNHUMBY • DURHAM UNIVERSITY • DX (GROUP) PLC • E.ON UK PLC • E2V • EAST SUSSEX COUNTY COUNCIL • EAST THAMES GROUP • EASYROOMMATE • EBAY ENTERPRISE • EBUYER.COM • ECHO MANAGED SERVICES • ECHO MS • ECLERX • ECLIPSE MARKETING • EDF ENERGY • EDIGITAL • EDIGITALRESEARCH • EE • EISHTEC • ELECTROCOMPONENTS PLC • ELEXON • ELLIPSE • EMBER SERVICES • EMC EUROPE • EMIRATES • EMQC LIMITED • EMW LAW LLP • ENERGY SAVING TRUST • ENGAGE MUTUAL • ENGAGE MUTUAL ASSURANCE • ENHANCING LTD • ENVISAGE HIGH PERFORMANCE CONSULTING • ENVISAGE HPC LIMITED • EON • E-ON ENERGY • EPTICA • EPTICA LTD • EQUATOR WORLDWIDE LTD • EQUINITI • ERNST & YOUNG • ESCHMANN • ESRI • ESSEX COUNTY COUNCIL • ESSURE GROUP PLC • ETISALAT • ETJS LIMITED • EUROMONEY INSTITUTIONAL INVESTOR • EUROSTAR • EUROTUNNEL • EVERYTHING EVERYWHERE • EXECUTIVE DEVELOPMENT FORUM • EXETER FAMILY • EXPERIAN • EXPERIAN CHEETAHMAIL • EXPERIENCE BY DESIGN • EXPERIENCE ENGINEERS • EXPERIENCELAB • EXPERT EYE • EXPLORE LEARNING • EXPOSAE • FACEBANX • FAMOUS4 COMMUNICATIONS • FEDEX • FEEDBACK FERRET LTD • FEEDBACKIFY • FIDELITY INTERNATIONAL • FINANCIAL CONDUCT AUTHORITY • FINANCIAL TIMES • FIRM CONSULTING • FIRST ARK • FIRST ARK GROUP • FIRST DIRECT • FIRST GREAT WESTERN RAILWAY • FIRST HAMPSHIRE • FIRST RATE • FIRST RATE EXCHANGE • FIRSTSOURCE • FITS.ME • FLASH AVENUE STUDIO • FLEISHMANHILLARD • FLUXX • FLUXX UK • FOOD SAFETY SERVICES INTERNATIONAL • FORD RETAIL • FORTALIS • FRANK HIRTH • FREELANCE • FRESHTIME • FRIENDS OF THE EARTH • FUJITSU • FUTURELABS • GALLUP • GAME RETAIL • GAMESYS • GAMMA • GATESTREET AFRICA LIMITED • GATEWAY

T I M SUM ES T A G DELE

TICKETING SYSTEMS UK • GAYNOR RACHAEL LIMITED • GAZPROM ENERGY • GENEEA ANALYTICS • GENESIS HOUSING • GENTOO GROUP LTD • GEOSOFT • G-ERA • GET HENCH LTD/EXCHANGE IQ • GET LIVING LONDON • GET MOMENTUM LTD • GIBBSCO PR & MARKETING • GIFFGAFF • GLOBAL PAYMENTS • GLOBAL SPORTS JOBS • GLOBALPAYMENTS UK • GMC • GOLDER • GOLFBREAKS • GOOGLE INC • GORESPONSE • GRAEME REDPATH • GRANGE HOTELS • GRANT THORNTON K LLP • GRASS GROUP GROUP • GRASSROOTS GROUP PLC • GREAT INTERACTIVE • GREAT WESTERN RAILWAY • GROUPE ACTICALL • GROW3 LIMITED • GTA / KUONI • GULLIVERS TRAVEL ASSOCIATES • HACKNEY COUNCIL • HALFORDS • HAMPSHIRE COUNTY COUNCIL • HAMWORTHY HEATING • HANDPICKED COLLECTION • HARDINGCONSULT • HARGREAVES LANSDOWN • HARROW COUNCIL • HASTINGS DIRECT • HASWISE LTD • HAVEN • HAY GROUP • HEART OF ENGLAND NHS FOUNDATION TRUST • HEART OF ENGLAND NHS FT • HEARTWOOD • HEATHROW EXPRESS • HEROTSC • HGS • HGS UK LTD • HIGHWAYS AGENCY • HIVEWORKS • HOLIDAY EXTRAS LTD • HOLIDAYBREAK • HOME OFFICE • HOME OFFICE ADELPHI SERVICES • HOME RETAIL GROUP PLC • HOMESERVE • HOMINAL SERVICE DESIGN • HONDA MOTOR EUROPE - UK • HORIZON • HOSTELBOOKERS.COM • HOTELS.COM • HOUSE OF FRASER • HOUSING SOLUTIONS • HOWARD SANDOM MARKETING • HR GPR • HRG PLC • HSBC • HSBC MERCHANT SERVICES • HSC LEADERSHIP CENTRE OBO SEHSCT • HTK LTD • HUGO JACOBS CONSULTANCY • HUTCHINSON 3 UK • I3 DIGITAL • IADVIZE • IAK UK • IAPPROOV • IAT LTD • IBM • IBM TEALEAF • IBUZCON • ICLP • IDH GROUP LIMITED • IDM • IG • IG GROUP • IH LONDON • IHG • IICON • ILM • IMAGE & TIME • IMAGINE MOBILE • IMI PRECISION ENGINEERING • IMPACT INTERNATIONAL • IMPACT RESULTS LTD • INCHCAPE FLEET SOLUTIONS • INCISIVE MEDIA • INCREDIBLY • INDEPENDENT • INDIGO RIVER • INET PROCESS • INFORMA • INFOSYS LIMITED • INFOSYS LODESTONE • INGENIOUS GROWTH • INMOMENT • INOVSHOP • INSIGHT 2 COMMUNICATION • INSIGHT TO IMPROVEMENT • INSIGHTNOW • INSTINCTIF PARTNERS • INSURE THE BOX LIMITED • INTEL • INTELECOM UK • INTELLIGENT FUTURES • INTERACT DIGITAL LTD • INTERACTIVE INTELLIGENCE INC • INTERCALL EUROPE • INTERCONTINENTAL HOTELS GROUP • INTERFLORA • INTERNATIONAL HOUSE LONDON • INVESCO PERPETUAL • IP SOLUTIONS • IPEX • IPSOS MORI • ITIDA, EGYPT • ITV • JAGUAR LAND ROVER • JAMES WALKER GROUP • JATO • JAYWING • JD SPORTS FASHION PLC • JEC • JERICHO CONSULTING LIMITED • JOHN LEWIS PARTNERSHIPS • JOHN SMITH & SON GROUP LTD. • JOHN WILEY & SONS • JOHNSON FLEMING • JOHO VENTURES • JUDY WU LTD • KAIZENCO LIMITED • KALLIDUS LTD • KANA • KAZENDI • KCOM • KENT COUNTY COUNCIL • KENT RELIANCE • KEOLIS UK • KESSLERS INTERNATIONAL • KESSLERS INTERNATIONAL LTD • KEY TRAVEL • KIA MOTORS UK • KIER • KING • KINGS COURT TRUST • KITSHOFFGLEAVES & CO • KNIGHTSBRIDGE PME LTD • KPMG • KPMG NUNWOOD • KRU TALENT • L F ENGINEERING • LABELUX GROUP • LADBROKES • LANCASTER LONDON • LANDMARK CONSULTING • LAW LEAGUE • LB HARROW • LBG • LE MANOIR AUX QUAT'SAISONS AND RAYMOND BLANC • LEAPFROGG • LEBARA LIMITED • LEEDS BUILDING SOCIETY • LEEDS CITY COUNCIL • LEGAL & GENERAL • LEMONLIME RESEARCH • LEXDEN • LIFEPLUS • LIFESTYLE SERVICES GROUP • LINKEDIN • LIZ EARLE • LLOYDS • LLOYDS BANKING GROUP • LLX GLOBAL BUSINESS SERVICES UK LTD • LOCAL DATA COMPANY • LOCKHEED • LOGMEIN • LOLA ROSE LTD • LOMBARD • LONDON & COUNTRY MORTGAGES • LONDON & PARTNERS • LONDON BOROUGH OF BARNET • LONDON BOROUGH OF CAMDEN • LONDON BUSINESS SCHOOL • LONDON SCHOOL OF ECONOMICS • LONDON THEATRE BOOKINGS • LOOKING • LOST MY NAME • LOVE HOME SWAP • LOVELL REPAIRS AND MAINTENANCE • LSE • LSG • LUMESSE • LUMLEY JACOBS • LUMLEYS.NET • LV= • LYCATEL SETVICE LTD • LYONSDOWN • LYONSDOWN LTD • LYST • MACFARLANE TELESYSTEMS • MACMILLAN • MAGINUS • MAIL NEWSPAPERS • MANCHESTER BUSINESS SCHOOL • MANNERS & MURPHY • MANX TELECOM • MARINE STEWARDSHIP COUNCIL • MARITZ CX • MARKERSTUDY • MARKET II • MARKETCULTURE • MARKETII • MARKETNAM • MARKETO • MARKS & SPENCER • MARKS AND SPENCER • MARNI ET TEHILA INT'T LIMITED • MARRIAGE CARE • MARS GLOBAL SERVICES • MARS INC • MARY GOBER INTERNATIONAL LTD • MAXPOINT • MAZARS LLP • MB CONSULTING • MB CONSULTING SERVICES • MBCONSULTING • MC&C • MCCOLL'S RETAIL GROUP • MCDONALD'S • MCORDIS • MERCEDES-BENZ • MERCHANTS • MERGERMARKET GROUP • MERKEZI KAYIT KURULUSU A.S. • MERLIN • METAIL • METAPACK • METRO SAFETY • MGAGE • MICROSOFT • MILLION TRAINING • MILLS DA • MINI UK • MITCHELLS & BUTLERS • MITEL • MMC LTD • MOLSON COORS • MORGAN SINDALL • MOTTRAM SEARCH • MOXIE SOFTWARE • MPG MEDIA CONTACTS • MPHASIS • MPL SYSTEMS • MULBERRY CONSULTING • MULLARD ASSOCIATES • MY DIGITAL CUSTOMER • MY HOME MOVE LTD • MYHOMEMOVE • NATIONAL ACCIDENT HELPLINE • NATIONAL EDUCATION INSTITUTE • NATIONAL GALLERY CO LTD • NATIONAL GRID • NATIONAL SAVINGS & INVESTMENTS • NATIONWIDE BUILDING SOCIETY • NATIONWIDE- CREDIT CARD OPERATIONS • NATURE PUBLISHING GROUP • NCFE • NCO EUROPE • NCT • NECTAR LOYALTY PROGRAMME • NELSON HALL • NEOPOST LTD • NET-A-PORTER LTD • NETAPP • NETSZIE • NETWORK RAIL • NETWORK RESEARCH • NEW LOOK • NEWSUK • NEWVOICEMEDIA • NEXTTEN • NFA • NFU MUTUAL • NHBC • NHS • NHS BLOOD & TRANSPLANT • NHS BLOOD AND TRANSPLANT • NHS NSS • NICE SYSTEMS • NICOLL CURTIN TECHNOLOGY • NIT TECHNOLOGIES LONDON • NKD LEARNING • NMC • NOBLESYS • NOKIA • NOP • NORGREN • NORTHAMPTONSHIRE COUNTY COUNCIL • NORTHCLIFFE • NORTHUMBRIAN WATER LIMITED • NORTON ROSE FULBRIGHT • NOTTINGHAMSHIRE POLICE • NOVOGRAF • NOVULYS • NPOWER • NS&I • NSA • NSPCC • NUANCE COMMUNICATIONS • NUMERO • NUNWOOD CONSULTING LIMITED • NWG • O2 • O2 TELEFONICA • OBJECTIVE PEOPLE • OCR • OCSL (ORGANISED COMPUTER SYSTEMS LTD) • OKI EUROPE LTD • OLD MUTUAL WEALTH • OLDHAM COMMUNITY LEISURE • ONE HOUSE GROUP • ONE STOP • ONVA • OPEN MARKET • OPINSTA • OPM • OPSTALENT • OPTIMA PARNERS LIMITED • ORACLE UK LTD • ORANGE • ORANGE DIGITAL • ORBIT HOUSING • ORC INTERNATIONAL • ORCONSULTING LTD • OTIS • OVUM • P&G • PANASONIC • PARAGON • PARCELFORCE • PARKER CAR SERVICE • PARLIAMENTARY ICT • PARTNERS IN RETAIL • PARTNERSHIPS • PARTYRAMA.CO.UK • PATIENT EXPERIENCE NETWORK • PC-1 • PCSS • PEARSON • PEER 1 HOSTING • PEGASUS AIRLINES • PENNY BOUSFIELD & ASSOCIATES LTD • PENTAX RICOH IMAGING • PENTON • PEOPLE ESSENTIALS • PERSONAL GROUP • PERSPECTIVE FINANCIAL GROUP LIMITED • PFIZER • PHILIPS ELECTRONICS (UK) LTD • PHILIPS HEALTHCARE • PHILLIP G WITHERS • PINNACLEPLUS CONSULTING • PIONEER CAPITAL • PITNEY BOWES SOFTWARE • PKF INTERNATIONAL • PLEASE PRESS 1.COM • PLEASE PRESS ONE • PMX • POD • POD RESEARCH LIMITED • POST OFFICE • POST OFFICE LTD • PPG ARCHETECTURAL COATINGS • PPG INDUSTRIES • PREMIER CX • PREMIER FOODS • PRIMARY CAPITAL PARTNERS • PRINCIPALITY BUILDING SOCIETY • PRIORITY PASS • PRIORITY TRAVEL GROUP • PROCTER • PROCTER AND GAMBLE • PRODUCTCHAIN LIMITED • PROFUSION • PROFUSION MEDIA LTD • PROGRESO APS • PROTOCALL ONE • PROVENIR • PROXIMUS • PRUDENTAL • PSA PEUGEOT CITROEN • PSB MARKET SOLUTIONS LIMITED • PSS HELP • PWC • QUEEN MARY • QUESTBACK • QUETZEL - THE PLAN2WIN COMPANY • QVC • RACKSPACE • RACKSPACE HOSTING • RAKHA LTD. • RANT & RAVE • RAPIDE COMMUNICATION • RAWAA SHAMI • RBS GROUP • RBS PRIVATE BANKING • RCUK SSC LTD • REAL RESULTS CONSULTANCY • RECONSULTING • RED LETTER DAYS LTD • RED LORRY YELLOW LORRY • REDCLIFFE CAPITAL • REDD MARKETING • REDEYE INTERNATIONAL • REDMINT COMMUNICATIONS • REDROW HOMES LTD • REED ONLINE • REED.CO.UK • REEVOO • REGGIE LONDON • RELIANCE MUTUAL • RELIANCE MUTUAL INSURANCE SOCIETY LIMITED • RENTOKIL-INITIAL • REPUTATION.COM • REPUTATIONINC • RESPONDEZ • RESPONSETEK • RETAIL TRUST • RHP • RIBA BOOKSHOPS • RIBA ENTERPRISES • RICARDO-AEA • RICH INSIGHT • RICOH EUROPE • RICS • RIMES TECHNOLOGIES CORPORATION • RJO • RM EDUCATION • RNIB • ROBYNE HART • ROOST CONSULTING • ROUND • ROYAL BOROUGH OF KINGSTON • ROYAL HOSPITAL FOR NEURO-DISABILITY • ROYAL LONDON • ROYAL LONDON GROUP • ROYAL YACHT BRITANIA • RS COMPONENTS LTD • RSA • RSA INSURANCE GROUP • RSPB • RUGBUZ • RUSHMOOR BOROUGH COUNCIL • RUSSET HOMES • RWE ASSOCIATES LTD • SABIO • SAFFRON BUILDING SOCIETY • SAGE • SAGE UK LTD • SAINSBURY'S • SAINSBURYS BANK • SALESFORCE • MARRIOTT • SANTANDER • SANTORO LTD • SARAH CAMERON CONSULTING • SASKI CONSULTING LTD • SATMETRIX • SAVETHE CHILDREN • SAVILLS • SCREWFIX • SE WATER • SECOND SIGHT • SECRET ESCAPES • SEEKING EMPLOYMENT • SEEKING NEW OPPORTUNITTY • SEHA • SELF • SELF-EMPLOYED • SELFSERVICE COMPANY • SELLTOW • SERCO • SERCO GLOBAL SERVICES • SEREN • SERVICE INITIATIVES LTD • SERVION • SEVERN TRENT SERVICES • SG WORLD LTD • SHARE.CO.UK • SHONET SYSTEMS • SHOP DIRECT • SHORETEL • SHUTL • SIGNET • SILVERMAN RESEARCH • SIMPLESHOW UK LTD • SIMPLYHEALTH • SKOPOS • SKY • SKYPE • SKYPE/MICROSOFT • SNAPSPONSORSHIPS • SOCAPIE • SOCIAL MEDIA HELLRAISER • SOCIAL MEDIA LEADERSHIP FORUM • SOCIAL RETAIL GROUP • SOCIALYSE • SODEXO • SOH • SOMETHING SWEETER • SOMO • SOMO SOLUTIONS • SONY • SONY PROFESSIONAL SOLUTIONS EUROPE • SOUTH AFRICA DTI • SOUTH EAST WATER • SOUTH WALES POLICE • SOUTH WEST WATER • SOUTH YORKSHIRE POLICE • SOUTHWARK COUNCIL • SOVEREIGN HOUSING • SPA FUTURE THINKING • SPARK INTERACTIVE • SPEECH ENGINEERING LIMITED • SPONGE • SPONGE & WIFORIA LTD • SPORTING INDEX • SPRINKLR • SSC RCUK LTD • SSE • SSP • ST ALBANS CITY & DISTRICT COUNCIL • ST HELENS COUNCIL • STAFFTALK365 • STANDARD LIFE • STANLEY BLACK & DECKER • STANLEY BLACK AND DECKER • STELLAR EUROPE • STERIA • STEVE DRAKE • STORE SUPERVISOR • STRIDE LIMITED • STRONG ENTERPRISES LIMITED • STUDY GROUP • SUE HILL • SUFFOLK COUNTY COUNCIL • SUGARCRM UK LTD • SUMTOTAL • SUNERG SOLAR SRL • SUPERDRUG • SURE • SURREY & SUSSEX COUNTY COUNCIL • SURREY POLICE • SUSSEX COMMUNITY TRUST • SUTHERLAND GLOBAL SERVICES • SUTHERLAND STRATEGY LIMITED • SWANN CONNECT • SWARMWORKS • SWAYAM INFOLOGIC • SWINTON • SXSELONDON • SYDEX RECRUITMENT • SYDEX RECRUITMENT SOLUTIONS LIMITED • SYNTONICA LTD • SYRINIX • SYRINIX LIMITED • SYTNER GROUP LTD • TAKE ONE TV • TALK TALK • TALKTALK • TATA CONSULTANCY SERVICESW • TATE GALLERY • TAWA PLC • TAYBRIDGE ASSOCIATES • TAYLOR & FRANCIS • TAYLOR WIMPEY • TEAM HGS • TECH MAHINDRA • TELEFONICA EUROPE • TELEFONICA GERMANY • TELEFONICA UK • TELEGRAPH • TELEPERFORMANCE • TELETEXT HOLIDAYS • TELEWARE • TELLIGENT • TESCO • TESCO BANK • TFL • THE 02 • THE ACADEMY OF SERVICE EXCELLENCE • THE BIG WHEEL CONSULTANCY • THE BIO AGENCY • THE BODY SHOP • THE BUSINESS CAFE • THE CHOIR WITH NO NAME • THE CONTACT CENTRE • THE CONTACT COMPANY • THE CO-OPERATIVE GROUP • THE CUSTOMER • THE CUSTOMER LIFEGUARD • THE CUSTOMER SERVICE NETWORK • THE DANWOOD GROUP • THE DORCHESTER • THE EXCHANGE GROUP • THE FORUM • THE GYM GROUP • THE IDM • THE LONDON TAXI COMPANY • THE NATIONAL GALLERY COMPANY LTD • THE NET-A-PORTER GROUP • THE NHS STRATEGIC PROJECTS TEAM • THE ROYAL COLLEGE OF SURGEONS OF ENGLAND • THE SHARE CENTRE • THE SOCIAL MEDIA LEADERSHIP FORUM • THE STAIRWAY • THE TIMES AND THE SUNDAY TIMES • THE UK CONTACT CENTRE FORUM LTD • THE VALUE INNOVATOR • THE WESTBRIDGE • THECUSTOMERCO • THOMSON AIRWAYS • THOMSON REUTERS • THORNTON'S BUDGENS • THREE UK • THRESHER & GLENNY • THUNDERHEAD • TNS GLOBAL • TOBIAS & TOBIAS • TOTALJOBS GROUP • TOUCHPOINT CREATIVE • TOWERGATE FINANCIAL GROUP • TOWERS WATSON • TRANSLATEMEDIA • TRANSPORT FOR LONDON • TRAVEL • TRAVEL ZOO • TRAVELODGE • TRAVIS PERKINS • TRAVIS PERKINS PLC • TRB • TRICCA CONSULTING • TRIPUDIO • TRI-SYNERGY MARKETING • TRUSTED SHOPS • TRUSTMARQUE • TRUSTPILOT • TSB • TSB BANK PLC • TUI SHG • TUI TRAVEL • TUNBRIDGE WELLS BOROUGH COUNCIL • TUSKER • TUSKERDIRECT • TV PRESENTER ON TECHNOLOGY, SOCIAL MEDIA AND THE INTERNET • UBT EU LTD • UCAS • UK PARLIAMENT • UKASH • ULTRA COMMUNICATIONS LIMITED • ULTRA COMMUNICATONS • UNIBET • UNIBET PLC • UNICEF UK • UNILEVER • UNITE GROUP PLC • UNITED UTILITIES • UNIVERSITY OF BATH • UNIVERSITY OF BEDFORDSHIRE • UNIVERSITY OF KENT • UNIVERSITY OF PORTSMOUTH • UNIVERSITY OF YORK • UNUM LIMITED • UNUM LTD • UPB/UMONS • UPINION • UPS LTD • UTC BUILDING & INDUSTRIAL SYSTEMS • VENTANA RESEARCH • VERINT • VES LTD • VESTIAIRE COLLECTIVE • VICASTREET • VIELIFE • VIRGIN ATLANIC • VIRGIN 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MEET THE TEAM Steve Hurst Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director E: nick.rust@ebm.media T: 01932 506 301 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 Claire O’Brien Sponsorship Sales E: claire.obrien@ebm.media T: 01932 506 308 Robert Cox Sponsorship Sales E: rob.cox@ebm.media T: 01932 302 110 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 Claire Poole Conference Producer E: claire.poole@ebm.media T: 01932 506 300 Dan Keen Delegate Sales E: dan.keen@ebm.media T: 01932 506 306 James Hitchinson Delegate Sales E: james.hitchinson@ebm.media T: 01932 506 305 Alex Webb Delegate Sales E: alex.webb@ebm.media T: 01932 506 303 Dan Skinner Delegate Sales E: dan.skinner@ebm.media T: 01932 506 307 Sabrina Clarke Finance Department E: finance@ebm.media T: 01932 500 103

SUMMIT SURVEY REPORT More than 900 delegates – a new record – attended Engage Business Media’s fifth annual Customer Engagement Summit, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference on Tuesday November 8 in Central London. The overarching theme of this year’s world-class case-study led Summit was ‘Technology the Great Enabler’recognising the critical role that new technologies and innovations are playing in the fields of customer and employee engagement. Yet in presentation after presentation the role our people play in delivering the customer experience came to the fore – supporting our ethos at EBM that underpins the link between our people and our customers across the enterprise. This was no more clearly highlighted than in the Summit’s opening keynote from John Timpson, chairman of Timpson whose inspiring presentation set the scene for the entire day. The Summit was full of highlights with presentations over 20 streams in four halls with more than 50 case study presentations – including organisations as diverse as Airbnb, Facebook, Unicef, Museum of London, Barclays, Disney, Virgin, Heathrow Airport, ITV, Tesco and many more. There were several successful new elements that were designed to further improve this year’s Summit – not least our move to the iconic London Westminster Bridge Park Plaza Hotel following on from four hugely successful Summits at the London Victoria Park Plaza. Also new for this year was an algorithm based 1-2-1 Meetings Networking App. This technology gave delegates the visibility of everyone who had registered and the opportunity to reach out and connect with their peers. Yet another first was that this year’s Summit was held on the same day and at the same venue as our inaugural Engage Awards – the only customer and employee engagement Awards programme – and attended by more than 400 people in a glittering ceremony hosted by Bill Turnbull. Steve Hurst, Editorial Director at EBM says “The feedback from those attending both our Customer Engagement Summit and our inaugural Engage Awards has been fantastic and we are already excited about next year when both events will once again be held on the same date Monday November 13th 2017. “I strongly urge you to make a date in your diaries now for what promises to be the most important single day in the UK’s customer and employee engagement calendar of 2017.”

CustomerEngagementSummit.com @EngageCustomer #EngageSummits EngageCustomer.com

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MONDAY 13TH NOVEMBER 2017, WESTMINSTER PARK PLAZA, LONDON

THE ONLY CUSTOMER AND EMPLOYEE ENGAGEMENT AWARDS CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT

BEST USE OF SOCIAL MEDIA

BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT

BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT

BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY

BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY

BEST USE OF VOICE OF THE CUSTOMER

BEST USE OF VOICE OF THE EMPLOYEE

BEST CUSTOMER ENGAGEMENT IN RETAIL

BEST CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES

BEST USE OF TRAINING

ENTRIES OPEN – MONDAY 5TH DECEMBER 2016 ENTRIES SUBMISSION CLOSE – MONDAY 17TH JULY 2017 JUDGES COMMENCE SHORTLISTING – MONDAY 24TH JULY 2017 FINALISTS ANNOUNCED – FRIDAY 15TH SEPTEMBER AWARDS CEREMONY – 13TH NOVEMBER 2017

www.EngageAwards.co.uk For sponsorship information contact Nick Rust: nick.rust@ebm.media • T: 01932 506 301 James Cottee: james.cottee@ebm.media • T: 01932 506 309 Claire O’Brien: claire.obrien@ebm.media • T: 01932 506 308


SURVEY RESULTS

“WOW. DEFINITELY THE MUST-ATTEND EVENT OF THE YEAR - FIRSTCLASS CONTENT!” HOW WOULD YOU RATE THE ORGANISATION OF THE DAY?

88.9%

OF RESPONDENTS FELT THE SUMMIT WAS EXCELLENT/GOOD

BELOW AVERAGE

8.1% POOR

2.9%

3


SURVEY RESULTS

“THE EVENT WAS DYNAMIC, ENGAGING AND VERY INFORMATIVE” WOULD YOU ATTEND THE SUMMIT AGAIN NEXT YEAR?

5% NO

95%

OF DELEGATES WILL ATTEND THE 2017 SUMMIT

HOW DID THE EVENT COMPARE TO WHAT YOU EXPECTED?

86% BETTER THAN EXPECTED

12%

NOT AS GOOD AS I EXPECTED

2%

POOR COMPARED TO WHAT I EXPECTED

4


SURVEY RESULTS HOW USEFUL TO YOUR COMPANY WAS THE INFORMATION PRESENTED AT THE EVENT?

50.0%

16.2%

EXTREMELY USEFUL

97%

VERY USEFUL

28.7%

MODERATELY USEFUL

2.9%

0%

SLIGHTLY USEFUL

NOT AT ALL USEFUL

OF DELEGATES FOUND THE INFORMATION PRESENTED USEFUL TO THEIR ORGANISATION

PLEASE RATE THE STREAMS YOU ATTENDED RATED GOOD/EXCELLENT CUSTOMER ENGAGEMENT TRANSFORMATION LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER CX STRATEGIES FOR THE CUSTOMER JOURNEY EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE THE FUTURE OF WORK CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX CUSTOMER DATA SECURITY & PRIVACY ARTIFICIAL INTELLIGENCE & ROBOTICS CUSTOMER ENGAGEMENT IN RETAIL ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE EMPLOYEE RECOGNITION, REWARD & RETENTION CUSTOMER & EMPLOYEE ENGAGEMENT FUTURE OF THE CONTACT CENTRE LEARNING & DEVELOPMENT THE EVOLUTION OF CX SURVEY DESIGN

85% 85% 81% 77% 72% 77% 87% 75% 68% 77% 89% 79% 85% 83% 72% 77% 5


YOUR FAVOURITE SPEAKERS

John Timpson

Jo Moran

Kal Durand

Timpson

Marks & Spencer

O2

Claire Sporton

Alyson Fadil

Louisa Moreton

ConďŹ rmit

Sofology

Instinctif Partners

Michael Sherwood

Russell Fisher

Michelle Hawkins

Atom Bank

Zurich

Virgin Care

Alice Colarusso

David MacLeod OBE

Sean Risebrow

ITV

Engage For Success

Bupa

David Wild

Antony Robbins

Dr. Amanda Potter

Domino's Pizza

Museum of London

Zircon Management Consulting Ltd

6


YOUR FAVOURITE SPEAKERS

Kevin Hutchiso

Professor Moira Clark

Kevin Hutchison

NHS 24

Henley Business School

NHS 24

Danny Emmett

Simon Moore

Jonathan Herman

AO

Innovationbubble

Facebook

Matt Rennie

Sarah Davies

Jane Smith

Box Plus Network

BT Consumer

Heathrow

Dave Shepherd

Justin Conry

Declan Boyle

Barclays UK Retail Bank

Three Ireland

Three Ireland

Paul Baxter

Vicky Johnson

Carine Barbara

Geoffrey Insurance

Unicef UK

Unicef UK

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SURVEY RESULTS

“I LEARNT SO MUCH AND I’LL DEFINITELY BE IMPLEMENTING NEW STRATEGIES BASED ON THE CASE STUDIES PRESENTED!” HOW WOULD YOU RATE THE 1-2-1 MEETINGS NETWORKING APP?

HOW WOULD YOU RATE COMEDIAN ALUN COCHRANE AT THE DRINKS & NETWORKING PARTY?

EXCELLENT/GOO

AVERAGE

BELOW AVERAGE

57% 36% 7%

87.5%

93%

OF THOSE WHO STAYED FOR THE NETWORKING PARTY THOUGHT ALUN COCHRANE WAS EXCELLENT/GOOD

OF RESPONDENTS FOUND THE NETWORKING APP USEFUL

8


VIEW FROM THE CHAIR MIKE HAVARD THE IRONY OF A TECHNOLOGICAL FUTURE I was again delighted to be chairing the annual Customer Engagement Summit this year – undoubtedly one of the most important events in the calendar for customer (and employee) engagement professionals and leaders, with close to 1000 people gathering in Westminster, London to network, share, learn and seek inspiration. This year’s theme was ‘Technology – the Great Enabler’ and it was a timely focus on innovation and tech in the world of customer management. In my own business, Ember, we have spent the year helping many of our clients understand and implement a whole range of innovations and technology solutions to remove cost and improve the service experience for their customers and so I know the relevance and timeliness of this theme. But here is the irony. It wasn’t until early afternoon at the event that specific technologies in any detail were discussed from the platform. The focus was very much on the human as the key piece in the service delivery model. And in particular on the human characteristics that our customers and organisations value and that which technology is there to support or better unable, not replace. Characteristics like compassion, empathy, astuteness, sense, flexibility and empowerment. This is an important notion - about how to keep technology in its place and ensure we are making the right overall investments for long term value, not short term reactionary gains. This I know is easier said than done. Especially in today’s cost-driven, rapidly evolving work landscape. But the power of hearing from organisations who have taken a longer term view of customer value, and clearly focusing the role of enabling tech on enhancing the personal service experience, was timely. We heard from Timpson’s, M&S, Domino’s Pizza and many others where this idea shone through and their service reputation continues to excel. Jo Moran at M&S was unequivocal – ‘Make Every Moment Special’ she said – though recognised that they might often fall short of their own high standards, the sentiment was well received in the room. I made the point on the day that it was the German philosopher and scientist, Georg Hegel, who had once said that ‘In the relationship between master and slave, both are dehumanised’ and this draws comparison with how many firms think about customer service and technology, and indeed employee engagement, today. We are often slaves to ill-considered technological and ‘human capital’ doctrine and I do not get the sense that many organisations understand true customer value (and how it relates to the key business metrics of P&L, Balance Sheet and Risk) and why it should be carefully nurtured. Have we dehumanised the way that we often manage and engage our frontline staff? Or the way we expose customers to self-serve technologies? Or the poor design of customer journeys? Or the impending role and application of A.I. and robotics in our businesses? Rather than try and humanise the automation and provide support to the individual and increasingly complex needs of customers, we have often automated the human or the human role. And this serves little benefit to anyone – let alone the organisation in the long term. But we can’t be complacent or luddite about the potential of technology and innovation to help transform our organisations. The potential is undoubtedly there, however we look at it. For the current situation even now is that, according to CEB Global, ‘Customers are four times more likely to become disloyal after a service interaction’. This is a damning finding and suggests that, despite our fears about the dehumanising effect of some technologies, humans aren’t always that brilliant either. Or more likely… aren’t allowed to be.

At the summit, I laid out the key questions, as I see them, for technological innovation as an enabler to the way that organisations derive better value from their customer engagements. 1. Who will build it? i.e. where does innovation come from and how do you identify and land it in your organisation? It was Einstein that said that ‘Scientists should only determine what is, not what should be’. It is you, the business owner, who needs to take the leading view on this, not the techies. So who are the vendors you can trust to deliver and who are the challenging upstarts that can give you real competitive edge by moving quickly and positively by helping you disrupt your market? 2. Who will own it? i.e. what new models of ownership and commercials better suit your new operating models and the business case for investment and change? 3. What real value does it offer? i.e. how does the tech actually support positive behaviour change in your customers, reduce the cost to serve, open up new or agile opportunities or reduce the risk or your activities? 4. And who needs to look for a new job because of it? This was perhaps one of the interesting themes at the event amongst the coffee-break chatter – what new roles are required and what jobs have a clear shelf-life? The way I see it is that we should be looking to technology to improve our collaboration capability as people and with customers, not to fully replace it. Professor Arturo Bris of the IMD Business School in Switzerland recently suggested that ‘60% of the next generations’ jobs do not exist yet. One job in five will disappear in the next 5 years’. Knowledge is clearly now a commodity, available instantly everywhere via browsers, apps and knowledge base technologies, and accessible through increasingly fast, reliable and sophisticated interfaces including natural language and virtual reality domains. ‘Knowledge was the key asset of the 20th Century’ he said; ‘imagination is the key asset of the 21st”’. This is an extremely important idea in how we perceive the role and future of technology in our firms. Machines don’t have imagination. They don’t have creativity or conscience either. These are the important character strengths for our people to thrive and lead in, now and in the future, and not to delegate the ideas of these to a dystopian technology-led future as Stephen Hawking feared might be the ‘biggest threat to humankind’. So it wasn’t really a summit about technology after all. It was about humans, customers and value. Much more important in my view. Perhaps next year’s event will focus deliberately on the people… and be chaired by a robot? I really hope not. As one infamous robot once said… ‘I’ll be back’. Mike Havard is a Director of Ember, a business services group focused on customer management innovation, advice and related services for champion brands globally. He can be contacted on mike.havard@emberservices.com and @emberMikeHavard

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VIEW FROM THE CHAIR MARTIN HILL-WILSON WHAT HAPPENED IN HALL TWO? Those who saw out the whole day in Hall Two, and there were more than a few, were treated to a rich mix of topics. The day kicked off with two financial service stories. One from Zurich Insurance, the other from Atom Bank. Both illustrated how the standards required to successfully engage customers continues to rise.

Failure to comply with this much more demanding set of standards over the acquisition and use of customer can result in fines equalling 4% of global turnover.

It seems both a deep understanding of what matters to customers and imaginative design of service experiences is required. And maybe even more important is the willingness to break with convention and try something new.

So it’s a topic ripe for debate.

In Zurich’s case that meant a leap into the unknown with learning how to run a direct B2C business. For Atom, it meant taking on an entrenched industry and attracting the interest and passion of customers. I recently heard the global head of innovation at HSBC say that getting divorced is a more common consumer experience than swapping banks. So inertia is the challenge. But Atom seems to be up for it. Everything they do is predicated on the mantra that ‘this is your bank’. Hence unique colour branding for each customer as a result of the on-boarding experience and a sophisticated level of interaction choices that include intelligent assistance which are smart enough to learn what matters to each customer over time. More examples from the financial services sector followed later in the day and are well worth a mention while we are the topic of innovation. Apparently it’s a harsh world if you need travel insurance when you have a severe but non-life threatening medical condition. The algorithm is trained to say sorry but no. That is until Fiona Macrae decided this was both unjust and bad business. Based on her own personal situation, she has proven that both insurer and customer can win when a bit more care and qualification is brought to bear. The Travel Insurance Facilities Group was smart enough to listen to this experienced broker’s proposition and now enjoy a unique revenue stream with minimal risk. A great story well told. Sarah Perkins from RBS talked customer engagement and how to use a robust analytics framework to discover what does and doesn’t work. Of everything she shared the one insight that I have already retold three times to recent audiences is that while emojis work to enrich chat based service engagements for a financial brand, there is a generational limit to that being seen as attractive. Apparently over forties do not resonate with hieroglyphics. A fact well worth knowing! Another strand of discussion in hall two centred on customer data security and privacy. These are topics that are top of mind for me and I think are becoming major issues for customer engagement. I guess the first point to make is that our connected world can be used to both exchange value and steal it. ID theft grows by the day. DDOS attacks are becoming so severe in their ability to highjack millions of dumb, unprotected endpoints such as surveillance cameras that the very functioning of the internet has been tested. Personal data is compromised and brand reputations are trashed. To top it all, the EU’s General Data Protection Regulation is imminent.

We were blessed with some heavy weight experts. Mark Chaplin from the Information Security Forum admitted that his more usual audience were the security and risk management teams. So it was a sign of times that he found himself advising a purely business audience. Between his story and that of Luke Beeson who heads ups BT’s global efforts to thwart cyber crime with some truly cunning approaches to luring the enemy out of the shadows and into public scrutiny, we came to understand the truly titanic struggle that occurs every minute of every day for those that defend our organisational and national infrastructures. Of course total security is completely possible. Just pull out the plug and go off grid. But that is not going to happen in our digitally connected world where low effort, data rich engagement is on every brand’s Xmas list. So it’s a balance. And one apparently that would be much easier to achieve if some of the basic, out of fashion security practices were more commonly deployed. In my more simple language, it comes down to this. Bolting the front door with fancy locks is useless if the back door remains open. And by the way that General Data Protection Regulation is not going away and hoping that an onslaught of persistent legal challenges or caveats will mitigate its impact is probably naïve. So time for a change of heart and practice in how customer data is used. Personally I’d start with designing a Customer Charter that makes your intended practices transparent and open to scrutiny. The final topic of the day was one that I’ve talking to audiences all year. 2016 was when intelligent assistance entered the arena and promised all sorts of AI fuelled cleverness in the form of bots, voice interfaces such as Alexa and awesome deep learning capabilities such as IBM’s Watson which has already published its own cookbook. I’m bullish on its potential. I’ve forecast that just 20% of inbound engagement with a brand needs to remain live (think emotion, complex and relationship as the key use cases). Beyond that, it’s a brave new world of conversational style self service. Bots are great to kick start this new capability. Jim Meadows of Cleverlabs shared some recent UK research showing we are ready to engage in this way. Natural language processing and semantics to recognise context and intent combined with the self improvement technology of machine to machine learning can come later in the form of more mature solutions. Dale Lane plays in this space and has all the fun in life of being a developer of IBM’s Watson. If I was so inclined I’d be jealous. So there you have it, a multiverse all in a day’s talking. Till the next one.

11


VIEW FROM THE CHAIR

ANDREW McMILLAN MY DAY IN HALL THREE For anyone who read my Pre-Summit article you will know why I felt a slight sense of trepidation as the day dawned – chairing a Summit stream when you don’t fully agree with the title of the event was always going to be a challenge! I do believe technology to be a great enabler but, coming from 28 years at John Lewis, traditionally a very people centred business, I struggle with businesses that seem to believe technology will give them a sustainable point of differentiation. Most of my consulting is around employee engagement, customer experience and the strategy and leadership required to deliver both, so I was concerned that I might be at odds with some of the presenters. My worries quickly evaporated with John Timpson’s opening keynote – all about people and relationships and utterly devoid of technology. Still as brilliant as I remembered him from when I had invited him to speak at the John Lewis annual Customer Service Conference. Jo Moran followed and redressed the balance a little, describing the technology Marks and Spencer are developing to bring employees and customers closer together with easy access to both product and stock information. This was a real combination of people and technology; I was beginning to feel much more optimistic! After coffee I took the Chair of my first stream: Customer Engagement in Retail Part 1. Some great case studies here, opening with Danny Emmett from AO World who described with both ambition and passion how the brand was developing in their challenging marketplace using some simple but vitally important customer values. Tesco provided a refreshingly frank, honest and insightful case study of how they are recovering the trust of their customers after a difficult few years for the brand. There was a distinct trend with the opening stream of using technology to enable people to serve customers better, not to replace them. At midday the stream changed to Engaging with the Digital Customer across the Enterprise. This promised to be much more technology focussed and it was! However, the opening case study of customer loyalty from Danny Dixon at Three was a great insight as to how an organisation with millions of potentially remote customers can use technology to build a bespoke tailored relationship with them – so difficult to do in telecoms and utilities. That was followed by a great presentation by Mark Oppermann from Webio who explained how to drive personalisation online and had some impressive client references to back up his points. Finally Professor Moira Clark did what she always does so brilliantly, translating some in depth research findings into common sense simple solutions that can be applied to make web sites more customer friendly. After a much needed lunch break we returned with a new stream: Innovative and Disruptive Strategies in CX. This opened with a fascinating insight by Matt Rennie from Box Plus Network on how Millennials consume media and how they have to adapt their business to engage with them. It explained so much about my children’s behaviour! Morris Pentel followed with a presentation on future

trends which was as amusing as it was insightful. Jeff Counsell from Trentbarton concluded the stream with a case study on how they had made significant changes to their operations based on customer voice. Hardly considered a disruptive strategy in other sectors, but unusual in the transport sector, and they have achieved some outstanding results as a consequence. After a quick coffee break we returned to the second part of Customer Engagement in Retail and opened with Nick Brice from the Kia Oval & American Express Community Stadium. A very people focussed presentation told us of the amazing changes they had successfully implemented and how they were having such a positive effect on both home and away supporters with clever strategy combined with very human and thoughtful touches. They have been extensively recognised by external awards too. Alison Fadil from Sofology introduced us to Neal the Sloth and described some of the fundamental shifts they have made to lead the market in delivering a truly customer focussed experience in the home furniture sector – a great example of employee and customer engagement. I knew I was on safe ground with the final stream: Employee Recognition, Reward and Retention. Simon Lewis from Eau Palm Beach Resort didn’t disappoint with an excellent illustration of how engaged and happy employees can transform a business. Finally Louisa Moreton from Instinctif Partners took to the stage. She delivered a Masterclass strategy presentation on how to practically link the benefits of employee engagement to customer experience - I found myself vigorously agreeing with every word. It was a great day and all I heard absolutely validated my belief that technology isn’t a sustainable differentiator on its own. However, when thoughtfully applied to benefit both employees and customers it can be a potent force in a business. I’d like to take this opportunity to thank all of my streams’ speakers for their excellent preparation and content and for the respect they showed each other and the audience in all keeping perfectly to time without exception. I’d also like to thank those who attended these streams for their questions which, throughout the day, were both relevant and thoughtful. I hope to see you next year.

10


VIEW FROM THE CHAIR CATHY BROWN MY EXPERIENCES AS CHAIR Well, what a buzz! In an exciting start to the Customer & Employee Engagement stream first thing in Hall 4 we were packed out and standing to welcome our first speaker, Ian McVey. Ian, the Head of Enterprise Sales at Qualtrics, was presenting to us new insights from a multi-county study. Next, we moved to Grass Roots - with a very entertaining take on customer surveying and whether or not it’s at all helpful! Somewhat tongue in cheek, but I think all the audience were identifying with the insight that strangely enough, customers don’t always tell the truth on surveys, and it can take considerable skill and experience to read between the lines. Our next presentation in Hall 4 was a case study (for me one of the real strengths of the whole day was the number and quality of case study presentations). My own organisation, Engage for Success, is all about employee engagement and the story presented by Barclays about the formation of their Digital Eagles programme was one of the best examples of engagement I have ever heard. From an initial pilot team of 10 three years ago, they now have 17,000 members of staff involved, providing a vitally needed community service and having a great deal of fun along the way. It doesn’t get better than that! The positive publicity generated from the initiative has strengthened their brand, but the response within the organisation in terms of engagement has been huge. If you have time, go and watch this video - it made me and several audience members well up. In fact, I’ve just been and watched it again whilst writing this report and it made me well up again! It was certainly my highlight of the day. Our other case studies during the day - examples of great practice from BT, Disney, Premier Inn, Sureflap, Virgin and Bupa amongst others - were equally well received. I was delighted to see the BT presentation in the Future of the Contact Centre Stream, having started my 20 year career in BT in those same contact centres in 1992. Amazing for me to see the changes in thinking and attitude that have transformed those environments.

We moved on in the afternoon to Learning and Development, where we did a lot of psychology and met our most inspiring speakers of the day - Dr Amanda Potter, and Goldie Sayers (UK Champion Javelin Thrower). Hearing Amanda and Goldie dissect Goldie’s sporting experiences and turn them into life lessons on resilience and persistence for us was a privilege, and the audience was spellbound throughout their presentation. Heading towards the end of the day, but Hall 4 was still pretty full for our final sessions on the evolution of Customer Service Design. We heard from Sean Risebrow at Bupa, with some telling examples of when to use Service Design, and when to simply get on with the job at hand. And then our final speaker of the day, Richard Spencer at the Commission on Donor Experience, gave us yet another perspective to look at. Employee Engagement certainly operates somewhat differently in the third sector so it was fascinating to gain an insight into how the donor vs the customer experience plays out. Richard made my day by including in his talk a reference to a modern hero of mine, Amanda Palmer, an artist who is transforming the way the music industry works, by building a fan base and then asking them to support her in making her art - bypassing all the existing structures like record companies. A really interesting exercise to look at what she has done and transpose it to our standard corporate reality and see just how much it needs shaking up. So, a packed hall all day. We talked catflaps, javelins, walking football. Fascinating insights from great speakers and organisations. Searching questions and debate from our audience. It was a delight and a privilege to chair for the day, and I only hope the audience enjoyed it as much as I did!

12


THE DAY IN PICTURES

13


THE DAY IN PICTURES

14


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*Standard price £1,195.00+VAT (Save £300.00)

*Standard price £2,495.00+VAT (Save £500.00)

*Standard price £3,495.00+VAT (Save £700.00)

*Standard price £4,995.00+VAT (Save £1,000.00)

HOW DO I REGISTER?

WHO’S ATTENDING?

DELEGATE FEE INCLUDES:

Please find the ‘Early-Bird’ registration form on the following page, fill in your details, signature and return by email, an invoice will be raised alternatively you can make payment over the phone.

Directors, Heads, Senior Management and Senior Executives that are responsible for their organisations Customer and Employee Engagement strategies.

Refreshments throughout the day, lunch, free drinks and networking party and access to presentation slides post event.

REGISTER NOW:

Online Orders: tickets@ebm.media Ticket Hotline: 01932 506 300 (press 1)


VIDEO HIGHLIGHTS

SUMMIT HIGHLIGHTS

SPEAKER HIGHLIGHTS

16


EBM GROUP EVENTS 31

CUSTOMER DATA SECURITY DIRECTORS FORUM

JAN 2017

TUESDAY 31ST JANUARY 2017

20

EMPLOYEE ENGAGEMENT SUMMIT

15

EVOLUTION OF WORK CONFERENCE

13

CUSTOMER ENGAGEMENT SUMMIT

APR 2017

SEP 2017

NOV 2017

THURSDAY 20TH APRIL 2017

FRIDAY 15TH SEPTEMBER 2017

MONDAY 13TH NOVEMBER 2017

www.ebm.media Live events proudly organised by Engage Business Media Ltd

23

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2017

THURSDAY 23RD FEBRUARY 2017

06

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

15

INTERNAL COMMUNICATIONS CONFERENCE

JUL 2017

SEP 2017

13 NOV 2017

THURSDAY 6TH JULY 2017

FRIDAY 15TH SEPTEMBER 2017

2017 ENGAGE AWARDS MONDAY 13TH NOVEMBER 2017

2016 CES Summit Survey  
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