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OFFICIAL EVENT GUIDE

THE HUMAN FACE OF ENGAGEMENT: WHY PEOPLE COME FIRST PLATINUM SPONSORS

GOLD SPONSORS

ORGANISED BY:

CustomerEngagementSummit.com @EngageCustomer #EngageSummits


Build better customer exp perriences

Focus on the right technology Customers expect low-effort, seamless experien nces. Connect every moment and deliver personalised d journeys that build long-term relationships and great business outcomes. Start with the right customer experience platform. Genesys™ powers 25 billion of the world’s best customer c experiences each year. We seamlessly connect employees e and customers across channels, on premise and d in the cloud. No matter what size your business, no one know ws more about creati creating ng experiences that keep customers s coming back. To see why over 10,000 companies in 100-plus countries trust their re elationships to our #1 customer expe erience platform, vis sit www.genesys.com/uk Genesys and the Genesys logo are registered trademarks of Genesys. © 2018 Genesys. All rights reserved.


THE TEAM

WELCOME

CONTENT Steve Hurst Editorial Director steve.hurst@ebm.media 01932 506 304 Katie Donaldson Marketing Manager katie.donaldson@ebm.media 01932 506 302 Hannah Mulea Marketing Executive hannah.mulea@ebm.media 01932 302 112 Claire Poole Conference Producer claire.poole@ebm.media 01932 506 300

SPONSORSHIP James Cottee Sponsorship Sales Manager james.cottee@ebm.media 01932 506 309 Dominic Stone Sponsorship Sales dominic.stone@ebm.media 01932 506 303 Kimberley Bishop Sponsorship Sales kim.bishop@ebm.media 01932 506 308 Dan Moran Sponsorship Sales dan.moran@ebm.media 01932 506 303

MEMBERSHIP Dan Skinner Delegate Sales dan.skinner@ebm.media 01932 506 307 Jamie Ross Delegate Sales Jamie.ross@ebm.media 01932 506 306

FINANCE Sabrina Clarke Finance Manager finance@ebm.media 01932 500 103 Jenna Pollard Accounts Executive accounts@ebm.media 01932 428 542

WELCOME A very warm welcome to our seventh flagship Customer Engagement Summit, a seminal event firmly established as Europe’s premier and most highly regarded customer and employee engagement conference, and which this year is being held for the first time over two days. The Summit has gained an enviable reputation for delivering leading edge world class case-study led content in a business-like yet informal atmosphere which is highly conducive to delegate, speaker and sponsor networking. Our CPD accredited Summit is also recognised for its educational value. It’s a place both to learn and do business. The overarching theme of this year’s Summit is ‘The Human face of Engagement: Why People Come First’, as against a backcloth of continuing advances in technology and the new business models that are being spawned, the recognition that it is people who really matter, the ‘human touch’ if you will, comes to the fore. Delegates over the next two days will be treated to a mouth-watering line of speakers from organisations as diverse as Aston Martin, Virgin Money, Just Eat, The Co-op, NHBC, Formica, The Telegraph Group, Save The Children, Monzo Bank, Sky, Auto Trader, London Zoo, Belron, The Big Issue, Scania, Citi, Marks & Spencer, Metro Bank, News UK, NHS and many more. Hosting our Summit once again is London’s iconic Westminster Bridge Park Plaza which on Monday evening is also the venue for our third annual Engage Awards, the only customer and employee engagement Awards programme. Our Summit delegates will benefit from our exclusive Customer Engagement Summit app, where you can see who else is attending and start networking straight away, organise meetings in our 1-2-1 Networking Lounge, access all event information in real time, view the agenda and speakers, take part in interactive polling and share your own updates and content via the event news feed. Attendees can also post comments and information on the event feed and provide feedback with the app survey. These are all designed to enhance the customer experience enjoyed by delegates, speakers and sponsors at the Summit. Have an enjoyable and productive day.

MANAGING DIRECTOR Nick Rust nick.rust@ebm.media 01932 506 301

Steve Hurst, Editorial Director

CustomerEngagementSummit.com

@EngageCustomer #EngageSummits EngageCustomer.com

Customer Engagement Summit is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter and Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

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DAY ONE Visitor Information Sponsors Event App Agenda Summary Focus Groups Summit Speakers Floorplan

CONTENTS 7 8-9 11 12-14 16-17 19-23 24-25

26

27 27 27

Customer Engagement Transformation - Part One Innovative and Disruptive Strategies in CX - Part One Future of The Contact Centre - Part One Innovative and Disruptive Strategies in CX - Part Two Linking Voice of The Employee and Voice of The Customer

29 30 33 34 35

Customer and Employee Engagement - Part One The Evolution of CX Service Design - Part One Engagement in Financial Services and The Public Sector Engagement in Retail and Media The Evolution of CX Service Design - Part Two

39 40 41 43 45

Engaging With The Digital Customer - Part One CX Strategies For The Customer Journey - Part One Engaging With The Digital Customer - Part Two Marketing and The CX CX Strategies For The Customer Journey - Part Two

49 50 51 54 55

Evolution of VOE Across The Enterprise Combining CX Strategy With Culture Internal Communications - Part One Artificial Intelligence and Robotics Training, Learning and Development

59 60 63 64 67

Leveraging Artificial Intelligence, Robotics and IoT in Your Customer Engagement Centre

86

Retail Focus Group – 10 Ways to Improve Your Retail Contact Centre Financial Services and Insurance Focus Group - 7 Steps to Better CX

87 87

Be Positively Disruptive by Uniting Humans With Automation

88

How Do You Ensure Your Customers Get The Answers They Need?

89

DAY ONE

Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting I am 10 – Be More, Do More, Have More. 4 Strategies That Will Give You The Edge in Business & in Life Genesys Insights: How Artificial Intelligence Powers CX and Drives Sales at Marks and Spencer State of CX 2018: 5 Habits of Highly Effective CX Professionals If You Want to Be Loved, Be Lovable

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DAY ONE DAY ONE DAY ONE DAY ONE FOCUS

GROUPS

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions. ©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.

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

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Engage smarter.


DAY TWO

CONTENTS

Visitor Information Sponsors Event App Agenda Summary Focus Groups Summit Speakers Floorplan

7 8-9 11 12-14 16-17 19-23 24-25

71

The Future of CX

72

Evolution of VOC Across The Enterprise

75

Customer and Employee Engagement - Part Two

76

83

Cross Sector Customer and Employee Engagement

84

The Reality of Voice of The Customer in The UK Today: What are The Current Challenges and Best Practices?

90

Artificial Intelligence Powered Chatbots: The Future of Customer Service

91

Platinum Sponsors Gold Sponsors Silver Sponsors Bronze Sponsors Network Sponsors

92-95 96-98 99 100-102 103

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FOCUS

Engagement in Retail

GROUPS

80

DAY TWO

79

Internal Communications - Part Two

DAY TWO

Customer Engagement Transformation - Part Two

DAY TWO

Future of The Contact Centre - Part Two

DAY TWO

68 68 69 69 69

DAY TWO

Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting Barclays: Humans Are Still at The Heart of Banking in The Digital Age The Human Face of Engagement Demystifying AI For Customer Engagement The Big Issue Foundation: Customers Change Your Life


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Latest research from more than 36,000 consumers across 18 countries reveals the key challenges organisations face for engagement in the future info@verint.com +44(0) 1932 839500

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VISITOR INFORMATION

SUMMIT HOURS: DAY ONE: MONDAY

DAY TWO: TUESDAY

08:15 – 09.00

Registration & Coffee

08:15 – 09.00

Registration & Coffee

09:00 – 10.25

Main Stage Plenary Sessions

09:00 – 11.05

Main Stage Plenary Sessions

10.25 – 10.55

Networking & Coffee Break

11.05 – 11.35

Networking & Coffee Break

11:00 – 13.05

Presentations & Focus Groups

11:40 – 13.40

Presentations & Focus Groups

13:05 – 14:05

Networking & Lunch

13:40 – 14:40

Networking & Lunch

14:05 – 16:10

Presentations & Focus Groups

14:40

Event Close

16.10 – 16.40

Networking & Coffee Break

16:40 – 17:20

Presentations

17:20 – 18.20

Drinks & Networking Party with Entertainment

18:30

Event Close

NETWORKING BREAKS SPONSORED BY

Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. At the Drinks and Networking Party on Lower Level 1 at the end of the day a complimentary Beer or Glass of wine is provided. • • • • •

Welcome and Registration Morning Networking Coffee Break Lunch Afternoon Networking Coffee Break Drinks and Networking Party with Entertainment

Cloakroom: There are free cloakrooms available for delegates. These are located on the ground floor near the main entrance.

Wi-Fi: There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network: Park Plaza Hotel Resorts

Join the Conversation: #EngageSummits @EngageCustomer

First Aid: Please visit the reception desk on the ground floor should you require assistance. Canvassers: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show. Business Amenities: Amenities at Park Plaza Westminster Bridge Hotel London include: 31 meeting rooms; an Executive Lounge and free Wi-Fi throughout the hotel. Guests can invest in their well-being with a workout in the fitness centre, featuring a 15-metre swimming pool, and a revitalising treatment from Europe's first Mandara Spa. Travel: Waterloo and Westminster tube stations are a five-minute walk from the Westminster Park Plaza hotel.

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SPONSORS

THANKS TO OUR SPONSORS PLATINUM SPONSORS

GOLD SPONSORS

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SPONSORS

THANKS TO OUR SPONSORS SILVER SPONSORS

BRONZE SPONSORS

NETWORKING SPONSORS

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EVENT APP

DOWNLOAD & NETWORK TODAY Download the official 'Customer Engagement Summit 2018' event app and begin networking today! • Access all event information in real time • View the agenda and speakers • View sponsor profiles • See who else is attending and start networking now send them a message or save their profile • Share updates and content via our event news feed • Access exclusive content from our speakers & sponsors

IN-APP 1-2-1 MESSAGING

TO DOWNLOAD: Using your smartphone or tablet search Engage Business Media in either the Google Play or the App Store. Once you have downloaded the app, please enter the email address that you used to register to the event with to gain access.

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AGENDA SUMMARY

DAY ONE: MONDAY MAIN STAGE - PLENARY KEYNOTES

08:15

Registration & Coffee

09:00

Chair’s Introduction Martin Hill-Wilson, Founder, Brainfood Consulting

09:05

I am 10 – Be More, Do More, Have More. 4 Strategies That Will Give You The Edge in Business & in Life Gavin Ingham, Motivational Speaker, GavinIngham.com

Martin Hill-Wilson, Brainfood Consulting CUSTOMER ENGAGEMENT TRANSFORMATION - PART ONE

09:25

Genesys Insights: How Artificial Intelligence Powers CX and Drives Sales at Marks and Spencer Tony Granite, Head of Operations Customer Sales & Service Centres, M&S & Chris Woodward, Co-Founder and CEO, Anana Ltd

Cathy Brown, Employee Ownership Association CUSTOMER AND EMPLOYEE ENGAGEMENT PART ONE

11:00

Olympus Case Study: Transforming from Product-First to Customer-First Benjamin Rand, General Manager - Customer Support & Anna Hagen, Business Unit Manager, Olympus

11:00

Kent Fire And Rescue Case Study: Applying a Customer Model to The Fire and Rescue Service David Wales, Customer Experience Manager, Kent Fire and Rescue Service (KFRS)

11:20

Defining The Human Age - A Reflection on Customer Service and Work in 2030 Marije Gould, VP Marketing, EMEA, Verint Systems

11:20

The Engagement Enigma: Connecting The Dots Between Employees, Customers and Making More Money Ben Orme, Product Director, Blackhawk Network

11:40

NHBC Case Study: Engaging Builders to Improve Homeowner Outcomes Alex Walker, Claims Operations Manager & Christine Smith, Claims and Commercial Director, NHBC

11:40

Commitment or Engagement? The Fable of The Chicken and The Pig Deb Oxley, Chief Executive, Employee Ownership Association

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART ONE 12:05

Vodafone Case Study: Customer Data and Privacy – It’s a People Thing Paul Somerville, Senior Manager Risk & Compliance, Vodafone Group Enterprise

12:25

BUPA Case Study: Poor Measurement Will Destroy Your Customer Experience Programme Anna Wilcox, Head of Customer Experience, BUPA & Tim Pritchard, Managing Director, Kantar TNS UK

12:45

THE EVOLUTION OF CX SERVICE DESIGN - PART ONE 12:05

TASIS Case Study: Storytelling to Attract Your Customers Angel Lozano, Director of Institutional Advancement, TASIS

12:25

The New Era of Customer Empathy: Virgin Trains’ World-First RCS Journey Oisin Lunny, Chief Evangelist, OpenMarket

12:45

Centrica Hive Case Study: Creating The Internet of Your Things Terence Sorrell, Business Solutions Manager, Connected Homes Hive (British Gas)

The CX Trends You Cannot Afford to Ignore Stephen Yap, Head of VoC Programmes, Ipsos MORI

13:05 Lunch

FUTURE OF THE CONTACT CENTRE - PART ONE

ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

14:05

Heal's Case Study: Back in The Game John Mihill, Interim Head of Customer Service, Heals

14:05

Monzo Bank Case Study: Employee Experience Means Business Tara Mansfield, Head of People, Monzo Bank

14:25

Shaping The Customer Centric Experiences of Tomorrow Gregg Widdowson, Customer Engagement Solution Sales Leader – UK & Ireland, Avaya

14:25

DWP Case Study: Engagement - How do we Move From Good to Great? Adetola Orukotan, Operational Manager, Disability Services and Dispute Resolution Directorate, DWP

14:45

CitySprint Case Study: Journey From an Operations-Led Business to The Start of Customer Centricity Rosie Bailey, Director of Customer Management, CitySprint

14:45

Metro Bank Case Study: Customer Choice and Emotional Engagement Andrew Richards, Head of Organisational Development, Metro Bank

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART TWO 15:10

Sky Betting and Gaming Case Study: Risk of Automation in Operations? What Risk? Nicholas Cockerill, Head of Product, Sky Betting and Gaming

15:30

15:50

ENGAGEMENT IN RETAIL AND MEDIA 15:10

Kent College Pembury Case Study: Bringing Immersive Theatre to The Customer Journey Sascha Evans, Director of External Relations, Kent College Pembury

The Times & The Sunday Times Case Study: How The Times & The Sunday Times With Data Science Delivered Record Growth Pete Evia-Rhodes, Director of Customer Value, The Times and The Sunday Times

15:30

One Savings Bank Case Study Sandeep Kaul, Senior Customer Service Manager, One Savings Bank

RCS Messaging: The Next Generation of Mobile Engagement has Arrived Nick Millward, VP Europe, mGage

15:50

Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O’Grady, Senior Forecast Analyst, Forrester Research

16:10 Coffee & Networking Break

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER 16:40

Farécla Case Study: Generating Amazing Value From a Simple End User Competition David Stokes, Marketing Manager, Farécla

17:00

Experian Case Study: Working Together to Improve Employee and Customer Engagement Emma Perkins, Customer Experience Manager, Experian

17:20 Drinks & Networking Party

12

THE EVOLUTION OF CX SERVICE DESIGN - PART TWO 16:40

Samsung Case Study: Maximising The Use of Attitudinal Customer and Behavioural Data to Optimise Performance Darren George, European CX Insight Manager & Amy Vetter, Digital Insights Manager, Samsung

17:00

Promoderation Case Study: How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation


AGENDA SUMMARY

DAY ONE: MONDAY MAIN STAGE - PLENARY KEYNOTES 09:45

State of CX 2018: 5 Habits of Highly Effective CX Professionals Claire Sporton, VP Customer Experience, Confirmit

10:05

If You Want to Be Loved, Be Lovable Tim Arthur, Creative Director, Virgin Money

Gerry Brown, Customer Lifeguard

ENGAGING WITH THE DIGITAL CUSTOMER - PART ONE

Coffee & Networking Break

Nicholas Brice, American Express Community Stadium

EVOLUTION OF VOE ACROSS THE ENTERPRISE 11:00

The Disruptive Opportunity: Enhancing The Digital CX Through Social Messaging Chris Venus, VP Professional Services, Conversocial

Formica Case Study: The Importance of Investment in The Future Capability of Leadership Emma Dixon, People and Performance Manager For UK, Formica

11:20

Fidelity International Case Study: Building The ROI Case for VoC and Proving The Value of Closing The Loop Stella Creasey, Global Voice of The Client Lead, Fidelity International

Human Centred Transformation – Why Transformation is no Longer a Process But a Mindset Moritz Dinger, Market Director, Capita Transformation

11:40

St Andrews Healthcare Case Study: Engagement on The Edge Martin Kersey, Executive Director Human Resources & Charity Trustee, St Andrews Healthcare

11:00

Virgin Holidays Case Study: Our Customers are Not Our First Priority Pauline Wilson, Operations Director, Virgin Holidays

11:20

11:40

10:25

CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART ONE 12:05

Co-Op Case Study: Relevance - How to Position The Contact Centre as a Strategic Asset Claire Carroll, Head of Member and Customer Services, Co-Op

12:25

The Reality of Voice of The Customer in The UK Today: What are The Current Practices and How to Get Ready For a New Area of Customer Intelligence That Delivers? Olivier Njamfa, CEO & Founder, Eptica

12:45

Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; Creating a Culture of Excellence in Modern Construction Jackie Ducker, Customer Experience Director, Kier

COMBINING CX STRATEGY WITH CULTURE 12:05

Taylor Vinters Case Study: Unicorns and Zebras Peter Finding, Partner, Taylor Vinters

12:25

The Culture Code Sally Earnshaw, Managing Director, Blue Sky

12:45

What Really Drives Best Business Performance From an Employee Perspective? Moira Clark, Director, Henley Business School

13:05 Lunch

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE - PART TWO 14:05

Auto Trader Case Study: Digital Excellence – An Easier More Enjoyable Journey Nick King, Insight Director, Auto Trader

14:25

Demystifying AI For Customer Engagement Nick Pegram, Sales Director EMEA, Bold360

14:45

Holiday Extras Case Study: The Challenge of Customer Insight Peter Mooney, Customer Insight Manager & Anneka Brazier, Customer Insight Analyst, Holiday Extras

MARKETING AND THE CX

INTERNAL COMMUNICATIONS - PART ONE 14:05

14:25

14:45

Citibank Case Study: Making ‘Be The Best for Our Clients’ Meaningful for Your People Debbie Bennett-Jackson, Marketing Consultant, Citibank M&S Case Study: Leveraging Customer Feedback in Internal Communications to Inspire, Educate And Connect John Heatherington, Retail Finance & Operations Manager, M&S Energie Fitness Case Study: How to Become The Hero of Customer Engagement in Your Organisation Peter Croney, General Manager, Energie Fitness

ARTIFICIAL INTELLIGENCE AND ROBOTICS

15:10

ING Case Study: Building The Bank of Tomorrow Marco Eijsackers, Strategy and Business Development Manager, ING DiBa

15:10

Kiwi.com Case Study: Imagining The Impact of Voice-Enabled AI on CX Eliška Dočkalová, Head of CS Innovations, Kiwi.com

15:30

AI is The Key To Engaging Today’s Entitled Consumer Nick Worth, CMO, Selligent Marketing Cloud

15:30

15:50

Telegraph Group Case Study: Driving Customer Demand Through a Content-First Acquisition Strategy Katrina Broster, Head of Acquisition Strategy, Telegraph Group

Agents & Automation: Enhanced Omni-Channel Customer Engagement Martin Taylor, Deputy CEO, Content Guru

15:50

Exposing The Realities of Chatbots, Intelligent Assistants and Digital Agents…. Simon Foot, Sales Director UK & I, CX Company

16:10 Coffee & Networking Break

CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART TWO 16:40

Water Plus Case Study: Creating Calm Following The Storm Kim Ratcliffe, CCO, Water Plus

17:00

Imperial London Hotels Case Study: Building Engagement in The Workplace Gemma Todd, Head of Human Resources, Imperial London Hotels

TRAINING, LEARNING AND DEVELOPMENT 16:40

Transforming Our Ways of Working at the Food Standards Agency Adrienne Gault, Head of People Transformation and Organisational Change, Food Standards Agency

17:00

Zero Suicide Alliance: Mass Market on a Micro Budget Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance

17:20 Drinks & Networking Party

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AGENDA SUMMARY

DAY TWO: TUESDAY MAIN STAGE - PLENARY KEYNOTES

08:15 Registration & Coffee 09:00 Chair’s Introduction Martin Hill-Wilson, Founder, Brainfood Consulting 09:05 Barclays: Humans are Still at The Heart of Banking in The Digital Age Richard Davies, Head of Colleague Wellbeing and Citizenship, Barclays

09:35 The Human Face of Engagement Sally Earnshaw, Managing Director, Blue Sky 10:05 Unlocking The Potential of Your Workforce Through AI Nick Pegram, Sales Director EMEA, Bold360 10:35 The Big Issue Foundation: Customers Change Your Life Stephen Robertson, CEO, Big Issue Foundation 11:05 Coffee & Networking Break

Martin Hill-Wilson, Brainfood Consulting FUTURE OF THE CONTACT CENTRE - PART TWO

Cathy Brown, Employee Ownership Association

EVOLUTION OF VOC ACROSS THE ENTERPRISE

11:40

UCLAN Case Study: The Importance of Being Physically Close in a World That is Becoming More Virtual Giles McClelland, Principal Lecturer, UCLAN

11:40

Lowell Case Study: Changing Perceptions: Engaging a Reluctant Audience Sarah Sargent, UK Director of Customer Experience, Lowell

12:00

AI and Self-Service AreThe Future of CX. But in Which Use Cases Will it Deliver Most Value? Paul White, Director of Customer Engagement, IFS World

12:00

Driving Customer Experience Where It Matters - At The Local Level Douglas Mancini, Vice President Sales EMEA, Critizr

12:20

12:20

Disappoint The Hackers and Delight Your Customers Tony Smith, Sales Director, PCI-PAL

Save The Children Case Study: How Failure Can Make You Better at Engaging Audiences Julia Barbosa, Special Projects Lead, Save The Children

THE FUTURE OF CX

CUSTOMER AND EMPLOYEE ENGAGEMENT - PART TWO

12:40

Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin

12:40

South Eastern Railways Case Study: Making The Difference Alvin Jackson, Customer Experience Advisor & Diane Burke, Commercial Director, South Eastern Railways

13:00

Oxford International Education Group Case Study: Opportunities to Influence The Customer Experience in a Digital Age Natasha Traynor, Group Marketing Director, Oxford International Education Group

13:00

Engage For Success: It’s The People, Stupid Jo Moffatt, Core Team Member And Radio Show Co-Host, Engage For Success

13:20

13:20

Sun Finance Case Study: Customer Care - The New Marketing! Zane Rudovska, Head Of Customer Care & Sales, Sun Finance Group

London Zoo Case Study: Value Added Organisational Development on a Shoestring Teresa Chandler, Senior HR & Training Business Partner & Nichola Stallwood, Head of Organisational Development, ZSL

13:40 Lunch

Gerry Brown, Customer Lifeguard CUSTOMER ENGAGEMENT TRANSFORMATION - PART TWO

Nicholas Brice, American Express Community Stadium ENGAGEMENT IN RETAIL

11:40

Scania Case Study: Digital Transformation in The Used Truck Market Arif Jafferji, Business Development, IT and Marketing Director, Scania

11:40

Just Eat Case Study: Customer Experience Starts With Your People Iselin Lovold, Group Head of Restaurant Operations, Just Eat

12:00

National Express & Limitless Case Study: Using Crowd Service® to Deliver On-Demand Customer Support Vinay Parmar, CX & Digital Director, National Express & Roger Beadle, CEO & Co-Founder, Limitless

12:00

Marks & Spencer Case Study: Natural Language Processing (NLP) Transformative Developments Chris McGrath, IT Programme Manager, Marks & Spencer

12:20

Business Stream Case Study: Customer Engagement Transformation – ‘The Journey to Customer First’ Caroline Black, Head of Customer Strategy & Experience Management, Business Stream

12:20

Panel Discussion Iselin Lovold, Group Head of Restaurant Operations, Just Eat Chris McGrath, IT Programme Manager, Marks & Spencer

INTERNAL COMMUNICATIONS - PART TWO 12:40

Laing O'Rourke Case Study: Visible and Felt Leadership – Harnessing The Human Stories of Laing O’Rourke Sam Bleazard, Head of Internal Communication, Laing O'Rourke

13:00

Anglian Water Case Study: Using The Customer’s Perspective to Drive a Successful Employee & Customer Engagement Campaign Louise Oliver, IMDS Project Manager, Anglian Water

13:20

Nationwide Building Society Case Study: Transforming Operational Communications Heather Mustafa, Senior Project Manager, Nationwide Building Society

13:40 Lunch

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CROSS SECTOR CUSTOMER AND EMPLOYEE ENGAGEMENT 12:40

Belron Case Study: Self Service & The Vanishing Customer Sean Mcmahon, CRM Digital Solutions Manager, Belron International

13:00

Policy Expert Case Study: The Evolution of Customer Experience Tom Cleaver, Customer Excellence Team Manager, Policy Expert

13:20

How Employee Engagement in TCS is Helping The Organisation's Business Transformation Journey Ramkumar Chandrasekaran, HR Director, Tata Consultancy Services


FOCUS GROUPS

DAY ONE: MONDAY LEVERAGING ARTIFICIAL INTELLIGENCE, ROBOTICS AND IOT IN YOUR CUSTOMER ENGAGEMENT CENTRE

RETAIL FOCUS GROUP – 10 WAYS TO IMPROVE YOUR RETAIL CONTACT CENTRE

Sathya Srinivasan, Appian

Brendan Dykes, Genesys

Join this discussion to discover how to:

Packed with measures and metrics, the Retail contact centre is ripe for performance improvement – but many Retail businesses fall short on practical ideas for achieving it. Join this session and discover 10 ways to improve your contact centre and deliver exceptional CX!

• Leverage emerging technology to enhance the customer experience • Take a customer-centric approach to product development

These focus groups will be held on Day One at:

11.00 - 12.00 AND 14.05 - 15.05

BE POSITIVELY DISRUPTIVE BY UNITING HUMANS WITH AUTOMATION Iain Banks, TTEC

This focus group will be held on Day One at:

11.00 - 12.00

FINANCIAL SERVICES AND INSURANCE FOCUS GROUP - 7 STEPS TO BETTER CX Brendan Dykes, Genesys

To survive in today’s increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as AI (artificial intelligence) and chatbots. So much so that it seems companies are enforcing technology solutions at every opportunity. Amid all the talk of technical advancement, we seem to forget about the human factor. That specialised personal touch that only people can deliver to consumers no matter the channel of engagement.

Today’s consumer has a wealth of choice in the way they interact with Financial Services companies. It’s not possible to to provide the joined-up customer journey the consumer is looking for with incomplete tools to manage it. Join this session and discover 7 steps to deliver seamless customer journeys and exceptional CX.

These focus groups will be held on Day One at:

This focus group will be held on Day One at:

11.00 - 12.00 AND 14.05 - 15.05

14.05 - 15.05

HOW DO YOU ENSURE YOUR CUSTOMERS GET THE ANSWERS THEY NEED?

FOCUS

GROUPS

Customers reach organisations through a variety of channels in search of an answer to a question, support or sales. What are the processes and procedures in place to ensure customers receive accurate and consistent information in every interaction? During this round-table we will discuss the key challenges, what organisations are currently doing and explain how they can do it even more effectively.

Doron Gower KMS Lighthouse

These focus groups will be held on Day One at:

11.00 - 12.00 AND 14.05 - 15.05 If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

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Ilay Rennert KMS Lighthouse


FOCUS GROUPS

DAY TWO: TUESDAY THE REALITY OF VOICE OF THE CUSTOMER IN THE UK TODAY: WHAT ARE THE CURRENT CHALLENGES AND BEST PRACTICES?

ARTIFICIAL INTELLIGENCE POWERED CHATBOTS: THE FUTURE OF CUSTOMER SERVICE

Steve Nattress, Eptica

Chris Barbour, Content Guru

Customer experience is the key differentiator and vital for gaining greater loyalty, higher revenues, stronger brand reputation and new customers. To deliver a superior CX it is crucial to know what customers expect, what they think about your brand, and why they behave in certain ways across the customer journey. But how are UK companies managing this today?

Earlier this year, Google CEO Sundar Pichai stated that “AI is one of the most important things humanity is working on.” Today, Content Guru continues the discussion, seeking to answer one of the most contentious questions in the contact centre industry: How will Artificial Intelligence (AI) shape the future of customer service? Delegates will explore a range of topics, from AI in the popular imagination, through to the rise in chatbots and workforce implications. For more information, please speak to a member of the Content Guru team at stand 13.

In this session, we will discuss current practices, what works and what are the biggest challenges, and then share ideas and best practices to help you deliver actionable insights to improve CX and stay ahead of customer expectations.

This focus group will be held on Day Two at:

This focus group will be held on Day Two at:

11.40 - 12.40

11.40 - 12.40

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

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SPEAKERS KEYNOTE SPEAKERS

Gavin Ingham

Tim Arthur

Stephen Robertson

Richard Davies

GavinIngham.Com

Virgin Money

The Big Issue Foundation

Barclays

Sally Earnshaw

Tony Granite

Chris Woodward

Claire Sporton

Blue Sky

Marks and Spencer

Anana Ltd

ConďŹ rmit

Nick Pegram Bold360

HALL CHAIRS

Martin Hill-Wilson

Cathy Brown

Gerry Brown

Nicholas Brice

Brainfood Consulting

Employee Ownership Association

Customer Lifeguard

American Express Community Stadium

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SPEAKERS SPEAKERS

Teresa Chandler

Pauline Wilson

Terence Sorrell

Darren George

Amy Vetter

Zoological Society of London

Virgin Holidays

Connected Homes Hive

Samsung

Samsung

Nick King

Louise Oliver

Angel Lozano Gragera

Peter Finding

Adetola Orukotan

Auto Trader

Anglian Water

Tasis The American School in England

Taylor Vinters

DWP

Michael O’Grady

Nichola Stallwood

Nicholas Cockerill

Marco Eijsackers

Alvin Jackson

Forrester Research

Zoological Society of London

Sky Gaming

ING-DiBa

South Eastern Railway

John Mihill

Eliška Dočkalová

Martin Kersey

Caroline Black

Jackie Ducker

Heals

Kiwi.com

St Andrew's Healthcare

Business Stream

Kier

Sandeep Kaul

Moira Clark

Oisin Lunny

Arif Jafferji

Diane Burke

One Savings Bank Plc

Henley Business School

OpenMarket

Scania

South Eastern Railway

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SPEAKERS SPEAKERS

Natasha Traynor

Peter Croney

Deb Oxley

Ilay Rennert

Andrew Richards

Oxford International

Energie Fitness

Employee Ownership Association

KMS Lighthouse

Metro Bank

Steve Murphy

Chris McGrath

Sascha Evans

David Stokes

Giles McClelland

Mersey Care NHS Trust

Marks and Spencer

Kent College Pembury

Farecla Products Ltd

University of Central Lancashire

Heather Mustafa

Richard Spencer

Sam Bleazard

Olivier Njamfa

John Heatherington

Nationwide

Promoderation

Laing O’Rourke

Eptica

M&S

Paul White

Moritz Dinger

Nick Millward

Simon Foot

Douglas Mancini

IFS World

Capita Transformation

mGage

CX Company

Critizr

Peter Evia-Rhodes

Iselin Lovold

Emma Perkins

Peter Mooney

Anneka Brazier

News UK

Just Eat

Experian

Holiday Extras

Holiday Extras

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SPEAKERS SPEAKERS

Julia Barbosa

Nick Worth

Gerhard Fourie

Paul Somerville

Benjamin Rand

Save The Children

Selligent Marketing Cloud

Aston Martin Lagonda Ltd

Vodafone

Olympus

Sean McMahon

Tara MansďŹ eld

Katrina Broster

David Wales

Kim Ratcliffe

Belron International

Monzo

The Telegraph

Kent Fire and Rescue Service (FRS)

Water Plus

Claire Carroll

Sarah Sargent

Alex Walker

Christine Smith

The Co-op

Lowell

NHBC

NHBC

Debbie BennettJackson Citibank

Gemma Todd

Zane Rudovska

Stella Creasey

Tom Cleaver

Emma Dixon

Imperial London Hotels

Sun Finance Group

Fidelity International

Policy Expert

Formica

Ramkumar Chandrasekaran

Chris Venus

Tony Smith

Conversocial

PCI-PAL

Tata Consultancy Services

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SPEAKERS SPEAKERS

Tony Granite

Brendan Dykes

Steve Nattress

Chris Barbour

Sathya Srinivasan

M&S

Genesys

Eptica

Content Guru

Appian

Iain Banks

Doron Gower

Anna Hagen

Marije Gould

Nick Pegram

TTEC

KMS Lighthouse

Olympus

Verint Systems

Bold360

Claire Sporton

Stephen Yap

Gregg Widdowson

Ben Orme

Rosie Bailey

ConďŹ rmit

Ispos MORI

Avaya

Blackhawk Network

Citysprint

Martin Taylor

Adrienne Gault

Jo Moffatt

Anna Wilcox

Tim Pritchard

Content Guru

The Food Standards Agency

Engage for Success

BUPA

Kantar TNS UK

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FLOORPLAN

Lower Level 1 - Refreshments, Exhibition and Networking Party Speaker lounge

DON’T MISS NETWORKING PARTY

Live DAY ONE 17.20 SPONSORED BY

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Platinum Avaya Blue Sky Bold360 Confirmit Content Guru Eptica Genesys InMoment Kantar TNS Verint

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Gold Blackhawk Network Capita Business Services Conversocial Critizr CX Company IFS World Limitless mGage PCI Pal Selligent

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Bronze Accelerator Solutions Bosch Diabolocom Enboarder Equiniti Network Research Riva CRM ServiceTick Wizu ZOHO

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MAIN STAGE

PLENARY - DAY ONE

08:1509:00

Registration & Coffee

09:0009:05

Chair’s Introduction Martin Hill-Wilson, Founder, Brainfood Consulting

DAY ONE

Martin is a leading customer engagement and digital business strategist. He is also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer 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 evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

09:0509:25

I am 10 – Be More, Do More, Have More. 4 Strategies That Will Give You The Edge in Business & in Life Gavin Ingham, Motivational Speaker, GavinIngham.com Life has changed. Business is more challenging. What once worked, does not work any more. Many people are working harder than ever – spinning plates, frazzled, putting in the hours – but are unable to make the progress that they once made. Here’s the thing… Good enough is not good enough any more. If you want success, you need to be the best that you can be. You need to be a ‘10’. This is the philosophy I have taught over 250,000 people over the last 17 years, helping them to get phenomenal results. I will show you how to be make the quantum leap to world-class performance and achieve more, at work and at home. Packed full of proven techniques you can us at work and at home, I will help you grow your business. “I thoroughly believe in the #IAM10 philosophy and I wear not 1, but 2 of Gavin’s #IAM10 wristbands as a constant reminder to be the best person I can be.” – Vasco Homem de Figueiredo My mission is to help my clients to use my “I am 10” approach to achieve that extra edge in business and life, to create world-class organisations, and to build high-performance teams. I have given over 2,000 paid talks to over 250,000 delegates, spoken all over the world and have appeared on US TV networks ABC, CBS, NBC and Fox on the Brian Tracy TV Show. I am the author of three books and the founder of the ‘I am 10’ success philosophy and programmes. My passion is to understand what makes high-performance teams and individuals tick. Is it positivity and mindset? Skills and techniques? Having the right people? The right leadership? The company and product? Is it persuasive pitches and personality? Structure? Adding value and customer engagement? Technology? Or is there another factor? I believe that what truly differentiates top performers is mental toughness, or remaining confident and persevering with the right actions when others give up and go home. I have dedicated my life to discovering, unlocking and teaching these key skills through my simple yet powerful ‘I am 10’ approach, so that anyone can use them to be more successful in business and in life.

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PLENARY - DAY ONE 09:2509:45

MAIN STAGE

Genesys Insights: How Artificial Intelligence Powers CX and Drives Sales at Marks and Spencer Tony Granite, Head of Operations - Customer Sales & Service Centres, M&S & Chris Woodward, Co-Founder and CEO, Anana Ltd By seamlessly blending virtual agent technology with real people, M&S has improved customer experience, employee engagement, sales revenue and driven cost savings. Tony & Chris will take you through the journey, from conception to deployment, and show their results and lessons learnt.

Chris is co-founder and CEO of Anana Ltd, a leading innovator in the delivery of cutting-edge Customer Experience solutions, with over 20 years industry experience. Besides his entrepreneurial flair, Chris has more skills than he lets on and as such keeps a close eye on business to technical mapping and organizational program delivery. Chris has instilled a company ethos of getting the job done in the Anana Way: “Exceed customer expectations through solid execution and delivery, then success will look after itself.”

09:4510:05

State of CX 2018: 5 Habits of Highly Effective CX Professionals Claire Sporton, VP Customer Experience, Confirmit Find out how to link your CX Management programme to business outcomes from one of the largest global studies in the industry. Nearly 700 professionals share their insights about what’s worked for them, key challenges, and what they wish they could do if they had a CX Magic Wand! Join Claire Sporton, SVP CX Innovation at Confirmit, as she presents the findings from this study and provides insights on the habits CX professionals should adopt to drive successful CX programmes. Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organisations in the development and implementation of programmes that not only drive improvement in customer experience but also deliver measurable business results. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.

10:0510:25

If You Want to Be Loved, Be Lovable Tim Arthur, Creative Director, Virgin Money Virgin Money is regularly named as one of the country’s most highly rated banks for customer service. Its purpose is to make Everyone Better Off (EBO) and this strong customer-centric mission is driven right from the top throughout the entire organisation. Virgin’s values of Heartfelt Service and Smart Disruption have been fully embraced to ensure the company is constantly innovating and improving the way it engages with its customers and provides extraordinary end to end customer service. Nobody does banking like Virgin! Tim Arthur is Virgin Money’s Creative Director. Before joining VM he was Global CEO for Time Out and a presenter on BBC Radio London. In a varied career Tim has been CEO of homelessness charity Cardboard Citizens, Artistic Director of Derby Playhouse and Trinity Theatre in Tunbridge Wells and has worked as a journalist and playwright and theatre director. During his period as Editor-in-Chief of Time Out London he took the publication free and transformed their digital offering. He’s had two books published, has a daughter called Caitlin, a wife called Amber and a dog called Dusty.

10:2510:55

Coffee & Networking Break

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DAY ONE

Tony is a sales, customer services and retail professional with a strong background in e-commerce, retail and relationship management. Closely aligned with M&S central teams, Tony is accountable for the operational delivery of all customer sales and services to support M&S selling and fulfilment whilst developing a continuous improvement culture to improve customer shopping experiences. Tony has many years of experience in delivering high quality, branded contact centre services across all channels, (voice, email, web chat, social media and whitemail) whilst concurrently managing costs effectively and increasing CSAT.


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EUROPE'S BIGGEST EMPLOYEE ENGAGEMENT EVENT The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2019, being held on 10th May in Central London. With research showing that organisations are facing a radically shifting context for the workforce, the workplace, and the world of work, the employee engagement team are faced with a number of converging issues that are driving the need to ‘rewrite the rules’ of engagement. For this reason, we’ve collated the best of the best within the industry to share their stories with you as to how they’ve successfully led their organisation through disruptive times.

2018 SPONSORS

EmployeeEngagementSummit.com


CONFERENCE PROGRAMME HALL CHAIR: Martin Hill-Wilson, Brainfood Consulting

CUSTOMER ENGAGEMENT TRANSFORMATION - PART ONE 11:0011:20

Olympus Case Study: Transforming from Product-First to Customer-First Benjamin Rand, General Manager - Customer Support & Anna Hagen, Business Unit Manager, Olympus Making the transformation from product-first to a customer-first is challenging for many companies. Stories portrayed of companies going through that transition often focus on the fantastic benefits the change will herald. What they don’t often discuss are the cultural challenges, traps, and errors you make along the way too.

Benjamin’s greatest passion is trying to solve challenging problems. In his opinion, customers are often the most complex and least understood segment of running a business, so it’s easy to see how Customer Experience was a natural path to take. With qualifications in strategic leadership, six sigma, and a Masters in biochemistry he is highly engaged in following consumer trends in customer service management. In doing so, he has a track record in delivering award-winning strategic direction on customer service, consistent improvements in customer satisfaction at an operational level, and leading customer-centric programmes and teams to design and optimise customer decision journeys. His role, as part of the UKI’s Leadership Team at Olympus’ Medical and Surgical division, is focused on bringing about cultural focus on the customer, the implementation of innovation and design thinking, and leading the charge on NPS!

Anna combines sound business strategy with leadership and coaching skills to build and develop successful sales teams who are focused on delivering an excellent customer experience Anna’s career at Olympus has focused on consumables sales, and has seen her cover various roles, working with different areas of the business to understand the impact of Olympus’ processes on the customer experience. She enjoys the challenge of understanding customers needs and how to add value to the services delivered by the business. Within Anna’s current role she’s involved in key projects to use customer feedback to drive change within the business, to reduce customer effort and increase loyalty to the Olympus brand.

11:2011:40

Defining The Human Age - A Reflection on Customer Service and Work in 2030 Marije Gould, VP Marketing, EMEA, Verint Systems The message for organisations, based on the opinions of more than 36,000 consumers across 18 countries, is clear – to succeed into the future, companies must be honest and transparent, and focus on delivering consistent, positive customer experiences, across all channels. New research, commissioned by Verint in association with Opinium Research LLP, explores current consumer wants, demands and concerns around customer service, technology and data. In this session, Marije Gould will share key insights from the research on customer service and the evolving world of work in 2030. Marije Gould is the VP of Marketing, EMEA at Verint Systems. Marije joined the company in July 2012 to lead the EMEA marketing team with a focus on the following key areas: demand generation, customer experience, customer marketing and advocacy, partner marketing and brand awareness. She brings more than 20 years international B2B marketing experience to the role. Prior to joining Verint Systems, Marije was global VP of marketing at Tandberg Data and held various international marketing positions at Quantum, Matrox and Philips Business Communications. Marije lives in the UK, and has a BA in Public Administration and Organisational Science and an MA in Management and Organisation from Radboud University in the Netherlands.

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DAY ONE

Olympus’ medical division is on that journey and our story is one of challenging conversations and great cultural wins that have created innovation in areas we didn’t even expect.


CONFERENCE PROGRAMME 11:4012:00

NHBC Case Study: Engaging Builders to Improve Homeowner Outcomes Alex Walker, Claims Operations Manager & Christine Smith, Claims and Commercial Director, NHBC NHBC is the UK’s leading warranty and insurance provider for new homes. Established in 1936, we set standards for builders and work to help them improve the construction quality of the homes they build. We engage with the industry, the Government and key stakeholders to help shape construction quality standards in UK house building. We provide protection for homeowners through our range of Buildmark warranty products. NHBC has a wealth of data on consumer satisfaction with UK house building from early occupation of the home and beyond: a topic high on the national agenda at present. We have data that supports how strong engagement with a house-builder during construction of the home drives high levels of customer retention and engagement after occupation. Today we will share our claims journey improvement programme that has resulted in a move in claimants’ NPS from 9 to 48 in just 3 years. We will also share the approach NHBC takes to influence house-builder customer engagement and retention during construction in a way that leads to greater consumer satisfaction after occupation.

DAY ONE

Alex’s passion is driving and implementing change. With a background in HR, and a proven track record in creating behavioural and cultural change for tangible business benefits, she has worked with some great brands including Virgin Mobile Australia and GE Healthcare. Alex’s most recent role was the Customer and Consumer Services Director at Miele, the worldwide leader in premium home appliances. During her 10 years with Miele, Alex inspired and led teams to deliver exceptional, award winning customer service. Her role within Miele was to develop and implement the customer experience strategy and this went hand in hand with a rise in employee engagement. Alex founded Flint Change in 2014 and has been working with some great organisations including NHBC, The Open University and the NHS, supporting them to manage change, engage employees and increase performance. Christine is an energetic, motivational leader who thrives on problem solving, taking on new challenges, developing people and, above all, promoting continuous improvement and delivering great results. Her current role is Claims and Commercial Director at NHBC, the UK’s leading warranty and insurance provider for new homes. NHBC’s ten-year Buildmark warranty covers around 80 per cent of new homes built in the UK, having covered nearly eight million homes since it began and currently protecting around 1.6 million homes. Over the course of her career she has delivered significant change projects and undertaken many product, business and people development activities. One recent project was the introduction of NHBC’s online reporting on Customer Satisfaction across the housebuilding industry. With more than 45,000 responses and a response rate of >50%, it is one of the largest consumer surveys of a sector of its kind according to IPSOS MORI. Over the past 3 years her focus has been on delivering a change programme across NHBC claims which has improved staff engagement levels and delivered a tremendous rise in NPS on claim completion from NPS 9 in 2014 to NPS 48 by March 2018.

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART ONE 12:0512:25

Vodafone Case Study: Customer Data and Privacy – It’s a People Thing Paul Somerville, Senior Manager Risk & Compliance, Vodafone Group Enterprise We are edging ever-closer to living in the kinds of cities and towns first envisioned in 1950s sci-fi. Driverless cars, VR surgery, drone delivery, smart AI assistants, and truly real-time information sharing are all coming. Whilst the Gigabit society is to be embraced, the opportunities for cyber criminals are significant and the threat is growing. The advances in technology, automation and artificial intelligence increase our chances of detecting malicious activity but our main line of defence is our people. James will discuss the importance of people and share his learnings to enable a culture where security and privacy become second nature. How to strengthen cyber security awareness, increase employee engagement, and reduce security incidents. Paul is an information and cyber security specialist with over 16 years’ experience within the industry – currently working as the Principal Manager for Security Risk & Compliance within Vodafone Group Enterprise. Previous roles in the field includes Senior Consultant, Security Manager, and Security Implementation. Paul’s key strengths are his professionalism, communication, pragmatism, stakeholder management and inter-personal skills. He has the ability to understand security in the enterprise, advising board and executive teams at the business level.

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CONFERENCE PROGRAMME 12:2512:45

BUPA Case Study: Poor Measurement Will Destroy Your Customer Experience Programme Anna Wilcox, Head of Customer Experience, BUPA & Tim Pritchard, Managing Director, Kantar TNS UK Fact, you can’t run a great Customer Experience Programme without running a great measurement programme! Tune in to this presentation from Bupa UK and Kantar TNS to discover: • • • • • • •

What it takes to be no.1 in a competitive category…and stay there! How to demystify the discipline of listening to your customers and acting on what they tell you How great measurement enables the inner and outlet loop process Why, if you want to be no.1 for CX, it pays to work with the no.1 for measurement The ingredients for a perfect partnership (technical, culture fit, knowledge transfer) What we’re changing for 2019 – measuring the customers, services and interactions that truly matter The secrets of success, both short and long term – engagement, values vs. want (economics)

Tim leads the CX practice at Kantar TNS UK, working with leading brands from a variety of sectors – from telecoms and financial services, to healthcare and automotive – to define, track and activate their CX strategies. Kantar TNS identifies the moments that matter most to customers, establishing priorities for improvement action and investment, helping clients to drive customer engagement and deliver commercial ROI. Tim’s expertise transcends CX activation (to help clients embed CX), data capture and measurement programmes (NPS relationship surveys, real-time transactional programmes, and social media dialogue) and advanced analytics (joining the dots between survey, behavioural, CRM, social and operational data). He also has a wealth of experience managing CX programmes using best-of-breed operational CEM/CX platforms, Medallia and Qualtrics, to capture and report in-the-moment VoC feedback. Tim was promoted to the Kantar TNS UK Board in January 2018.

12:4513:05

The CX Trends You Cannot Afford to Ignore Stephen Yap, Head of VoC Programmes, Ipsos MORI The world of Customer Experience is evolving at breakneck pace. Customer expectations are constantly evolving as new brands and companies disrupt the marketplace. Technology and social media continue to redefine the art of the possible. Join Stephen from Ipsos MORI as he takes through a tour of the key trends that are shaping the future of Customer Experience and their implications for you. Stephen Yap is the Head of VoC programmes for the CX practice at Ipsos MORI, which brings together technology, research and implementation expertise to help companies deliver exceptional customer experiences which lead to profitable growth. More than 20 years working with some of the most recognisable brands in the UK and Europe, Asia Pacific and North America has endowed Stephen with the ability to both counsel at the highest level as well as deliver complex programmes through innovative, business-centric thinking and a hands-on style of leadership.

13:0514:05

Lunch & Networking Break

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DAY ONE

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despite her passion for marketing, she found she really wanted to make a difference for the customer. So when the opportunity for a new challenge arose at the beginning of 2017, she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa. This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.


CONFERENCE PROGRAMME FUTURE OF THE CONTACT CENTRE - PART ONE 14:0514:25

Heal's Case Study: Back in The Game John Mihill, Interim Head of Customer Service, Heals A blow by blow account of how a customer service team going through a tough time can be turned around very quickly. This presentation will provide by simply understanding you have to provide a great place to work, the effect this has on your business and your customers is slightly magical. Looking at common mistakes made, actual examples of knowing what works, whatever the size of your organisation and how as a manager, you can be far more effective. Passion, creativity, facing up to the source of the issues are all areas which will be covered.

14:2514:45

Shaping The Customer Centric Experiences of Tomorrow Gregg Widdowson, Customer Engagement Solution Sales Leader – UK & Ireland, Avaya • Excellent customer experience is often cited as the key to competitive differentiation, but what constitutes a truly exceptional customer experience? • What do organisations need to do to get it right? • How should you gear up your contact centre to deliver this exceptional customer experience? These are just some of the key questions addressed in a new hot-off-the-press research study commissioned by Avaya. Gregg Widdowson, Customer Engagement Solution Sales Leader will be sharing the highlights along with use case scenarios at the ‘Future of the Contact Centre’ stream on day 1. Gregg Widdowson is the Customer Experience Solution Sales Leader for the UK and Ireland specialising in the area of Digital Customer Engagement strategy and solutions. In this role Gregg is responsible for providing insight into key customer service trends and digital transformation for Avaya’s strategic customers and business partners. Gregg has over 25 years of experience in the IT and Telecoms industry and has held a number of positions within Avaya including UK Enterprise Sales Engineering Manager, Contact Centre Consulting Systems Engineer and EMEA Contact Centre Practice Leader for Avaya Professional Services. He holds a Bachelor of Science (Honours) from the University of Bristol.

14:4515:05

CitySprint Case Study: Journey From an Operations-Led Business to The Start of Customer Centricity Rosie Bailey, Director of Customer Management, CitySprint Rosie, with 18+ years looking after logistics customers and 5+ years’ working with the UK’s leading same day courier network, will take you through CitySprint’s journey from an operations-led business to the start of customer centricity. The journey starts with the centralisation of CitySprint’s complaint handing team. The goals were simple; decrease the number of days taken to resolve complaints, improve response quality and measurement, and increase available time for operational teams across their 40+ sites. The results speak for themselves, each site on average saved 42 hours per month- equivalent to savings of £186,000 per year! The journey doesn’t end there, Rosie will also take you through what CitySprint have been busy with since their Silver win at the UK Complaint Handling Awards, covering off highlights on current projects, including the centralisation of their customer experience. Rosie is responsible for CitySprint’s SME customer engagement strategy, focusing on retention and growth, and leading the Customer Experience Improvement programme. Rosie also manages commercial targeting and the relationship team looking after CitySprint’s key account customer base. Recognisable achievements already include, implementing both the key account management programme and the national Customer Care team in 2015, and winning Silver for the Most Improved Complaint Handling at the 2017 UKCHA Awards. With over 18 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.

33

DAY ONE

Proven record of change management to improve online service operations, reduce costs and build award winning teams in online retail at Dixons Stores Group, The White Company, T.M. Lewin & Heal & Sons Experienced in managing high volume, multi-channel retail contact centres, particularly skilled in people management & identifying changes needed to improve performance and build award winning teams Obsessive and passionate in his belief only great teams can provide a consistent & an outstanding customer experience, Work has to be enjoyable if you want to get the best out of people. Also passionate that Customer Service must be seen to contribute to the bottom line and the overall success of any business


CONFERENCE PROGRAMME

15:1015:30

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART TWO Sky Betting and Gaming Case Study: Risk of Automation in Operations? What Risk? Nicholas Cockerill, Head of Product, Sky Betting and Gaming We’ve all seen the headlines. “Economy at risk of automation”, “Imminent wave of robots will raise unemployment”. But what if we thought about things differently. What if we embraced the opportunity to augment, rather than replace. What if we turned back the clocks and let humans get back to being humans and what if, by doing that, we could transform customer experience and unleash our creativity.

DAY ONE

Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products. Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the front end. Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity. Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way. When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

15:3015:50

Kent College Pembury Case Study: Bringing Immersive Theatre to The Customer Journey Sascha Evans, Director of External Relations, Kent College Pembury Choosing a school for your child is one of the most emotive decisions a parent will make. Despite this, independent schools marketing is very traditional, with a ‘one size fits all’ approach. Independent schools operate within a highly competitive market and are often selling a very similar product. Many, including Kent College Pembury, have struggled to differentiate themselves. With limited knowledge of education, theatre producer Sascha Evans, set out to revolutionise this sector using her experience of working with some of the UK’s most innovative directors and artists. In this presentation, you will learn how using theatre techniques drawn from the rehearsal room, led to a 20% increase in pupil enrolment at Kent College within 12 months. Sascha will share how families were taken on a highly personalised, immersive journey and how they were inspired to make the most important decision of their lives. Sascha is a theatre producer and curator of immersive experiences. Sascha has worked with some of the UK’s leading theatres companies including Bristol Old Vic, Battersea Arts Centre, as well as leading West End producers. She has also worked with immersive theatre companies and in pervasive gaming. Sascha has raised over £1million for charities and advises charities on donor journeys and communications. Sascha is currently working in education, bringing creativity and a highly personalised approach to the customer experience.

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CONFERENCE PROGRAMME 15:5016:10

One Savings Bank Case Study Sandeep Kaul, Senior Customer Service Manager, One Savings Bank • • • • • • • • • • •

Involved Customers in defining the opportunities & designing the solutions Reviewed/rated our processes based on Customer efforts Customer first approach driven from the top leadership Upskilled/right skilled our people Challenged our understanding of regulations & enhanced our risk appetite Empowered the voice/face of the organisation Build the culture & thought process of continues improvement & operational excellence within the business Adopted an agile approach to manage challenging customer situations Regularly reviewed & measured our performance Invested in customer/staff friendly technology Rewarded & Celebrated every milestone with the team

16:1016:40

Coffee & Networking

LINKING VOE AND VOC

16:4017:00

Farécla Case Study: Generating Amazing Value From a Simple End User Competition David Stokes, Marketing Manager, Farécla A case study of a highly successful and cost-efficient B2B end user competition, run in the Automotive industry, but that could be replicated by companies in other sectors. Riding the wave of current interest in apprentice recruitment Farécla, a supplier to crash repair bodyshops, designed a competition that: • positioned the company (to end users, distribution and Farécla employees) as a significant and forwardthinking industry player • increased awareness of Farécla’s new website and corporate imagery, and drove increased traffic to that website • generated significant social media activity and print media coverage over a 10-month period • achieved the engagement of the wider bodyshop public • helped to raise the profile of the Farécla brand amongst the next generation of paint technicians and their tutors and workplace mentors • provided 2 separate product trialling opportunities • achieved closer ties with larger bodyshop groups and colleges • acquired a newsworthy bespoke display item for the Farécla stand at The Advanced Engineering Show 2018 David has 30 years’ experience of B2B and B2C international marketing in the packaging, drinks, fine art & graphics, healthcare, marine and automotive sectors. A degree in French & German lead him to a career in international commerce where post graduate qualifications in Marketing and later Business Administration followed. Past employers have included all sizes of company from FTSE100 down to 4-person start-up. His current employer, Farécla Products is a Hertfordshire-based manufacturer of surface finishing products which it sells to 120 countries worldwide, supplying professional markets in the automotive, marine, aerospace, composites and wood industries, as well as consumer car care. David is an advocate of customer engagement saying: “It’s widely accepted that especially in B2B markets, ‘people buy from people’, so if you can get your customer to engage with you either on a personal level, or a brand personality level, they are more likely to buy from you, and to keep on buying from you.”

35

DAY ONE

Sandeep has 14 years of experience across different verticals in the shared service space. He has a proven track record of setting up and leading high performance business units. At OSB he has lead the transformation of customer service operations to consistently outperform industry benchmarks. He believes in challenging the norms to drive enhanced business performance & customer focused improvements.


Stand #9

MEMORABLE CUSTOMER EXPERIENCE DOESN'T D JUST HAPPEN HAPP PEN BY ITSELF. ITS SELF. Who's helping h you deliver it? AUTOM MATED CONVERSATIONS Help your customers help themselves: automate simple e queries and free up agents to handle more comple lex interactions. i t ti AUGME ENTED AGENTS Bring together t technology and human emotional intelligence to deliver the most relevant and person nalised responses. CUSTO OMER INTELLIGENCE Convert digital conversations into actionable insightts that h advance d CX and d add dd value l to your busine ess.

Introducing vecko: The new era of custome er intelligence

Find out more: www.eptica.com & www.vecko.com

Fo ollow us: @eptica


CONFERENCE PROGRAMME

17:0017:20

Experian Case Study: Working Together to Improve Employee and Customer Engagement Emma Perkins, Customer Experience Manager, Experian In 2016 the EMEA CX programme was launched, at the time the target was to double the NPS scores however by the end of the year we had more than tripled the score, exceeding all expectations. The success can be attributed to a number of factors including a cross functional team and close collaboration between the CX and HR teams in EMEA. After the first year, our analysis showed a correlation between Employee Engagement scores with NPS scores. Following on from our early success the team have now put further initiatives in place which we will share and show how employees embraced these and our plans to continue taking an employee first approach to improving Customer Experience.

I am highly motivated with an excellent ability to build good business relationships and work across multiple functions at all levels. I have a track record of consistent delivery with high quality outputs to ensure effective communications, drive change and appropriately represent the organisation. I am experienced at managing both direct and indirect teams, setting direction to deliver clear goals and objectives.

17:20

Drinks & Networking Party

Live At the Networking drinks party Introducing Geoff Norcott

DAY ONE 17.20 EXPO HALL

As seen at Live at the Apollo and 8 Out of 10 Cats, Geoff has featured on Nish Kumar’s BBC2 satire show The Mash Report, and his political stance has seen him appear on Question Time, Daily Politics, and Radio 4’s Today programme. He’s also written for the Telegraph and New Statesman. The Telegraph has described Geoff as

“objectively funny regardless of your politics.” SPONSORED BY

37

DAY ONE

I am a customer experience expert and proven leader of change with high-quality written and verbal communication skills. I help companies map their customer experience and understand how their people, systems and processes impact each customer touch point and how to use this information to develop sales and service propositions.


CONFERENCE PROGRAMME HALL CHAIR: Cathy Brown, Operations Director, Employee Ownership Association

CUSTOMER AND EMPLOYEE ENGAGEMENT PART ONE 11:0011:20

Kent Fire And Rescue Case Study: Applying a Customer Model to The Fire and Rescue Service David Wales, Customer Experience Manager, Kent Fire and Rescue Service (KFRS) The Fire and Rescue Service (FRS) is perhaps not an obvious choice when thinking of organisations that need to adopt a customer focussed culture. But how well do the public know the range of services offered, what sets their expectations and what does a good outcome or experience look like as a ‘customer’ of the FRS? It was not what we thought, and it will surprise you. In 2009 Kent Fire and Rescue Service began a research project to understand why the public did not behave as expected or advised in the event of a fire in the home. The study grew from a local to regional and then a national research partnership. It generated six key insights, one of which identified the requirement to reassess the relation with, role and needs of the public as ‘customers’.

David is the Customer Experience Manager for Kent Fire and Rescue Service (KFRS) – a new and unique role within the UK Fire and Rescue Service (FRS). He has responsibility for designing and managing the strategy to embed a customer focus within KFRS. This ground breaking work is set to transform the work of the FRS, and delivery partners. David is an experienced fire officer, published author and has won awards for incident management (the first major fire in the channel tunnel), research management (human behaviour studies) and as a presenter (improving burn care). He has presented extensively in the UK and abroad. David has particular interests in decision making, the use of evidence (he is an Evidence Champion for the Alliance for Useful Evidence), innovation and new approaches to partnership working – to provide end to end customer focused services. He is currently studying for an MSc with the University of Leicester. David’s research insights provide a new understanding and perspective to the provision of prevention and emergency services. As an influencer and thought leader across the UK and Internationally, David works with and advises a wide range of organisations/sectors.

11:2011:40

The Engagement Enigma: Connecting The Dots Between Employees, Customers and Making More Money Ben Orme, Product Director, Blackhawk Network Most organisations are striving to deliver world class customer experiences, whatever their industry, but what happens to their customers and ultimately profits, if a company turns their attention to creating the most engaged employee experience instead? Join Ben to explore the impact that focusing on the workforce, alongside your customers can have on the success of a company. Drawing on examples from around the globe, this session will demonstrate both the winners and the losers in the race for an ever increasingly competitive share of the consumers wallet. With over 10 years of Product Management experience in digital technologies, Ben joined Blackhawk Network in January 2018 to lead the strategic development of the Reward & Incentive platforms – helping brands to build, sustain and extend profitable relationships with employees and customers. Bens passion for data, user experience & solving problems has seen him gain understanding across many industries including automotive, ecommerce & online marketplaces – working with some of the country’s most influential tech giants to create products & experiences that users love. Thousands of brands trust Blackhawk Network to engage and grow loyalty, productivity and sales. Our gift cards, eGifts, and rebate, loyalty and employee benefits programmes have created rewarding experiences worldwide for over 17 years.

39

DAY ONE

It was also clear that the behaviours and motivations of the pubic were not, as previously assumed, illogical, but were due to different drivers. The need to understand and work with, rather than against, human behaviour became clear. This new perspective of house fires initiated a change in thinking, about current services and ones that may be needed, across all FRS activity.


CONFERENCE PROGRAMME 11:4012:00

Commitment Or Engagement? The Fable of The Chicken and The Pig Deb Oxley, Chief Executive, Employee Ownership Association The UK must secure a stable and prosperous future for itself in the world, seizing every promising opportunity to boost economic strength. To that end, The Ownership Effect Inquiry – led by an independent panel of senior business leaders and industry experts – has gathered and examined evidence from around the country on the benefits that flow from employees owning a stake in the companies for which they work. The panel’s conclusion is clear: there is a significant dividend to be had by growing employee ownership in our economy. At the core of these findings however is the impact of employee ownership on individual employees. Through high levels of empowerment and meaningful influence, it is their additional discretional effort and commitment that is the stimulant for employee ownership delivering improved UK productivity, supporting more resilient regional economies and increasing employee engagement. Deb is the Chief Executive of the Employee Ownership Association – the leading membership organisation for UK businesses of private sector or public origin, that are wholly or partially owned by their employees. Representing an employee owned business sector that contributes between £30-40bn to UK GDP each year, the EOA champions, campaigns and influences for more employee ownership in the economy.

DAY ONE

THE EVOLUTION OF CX SERVICE DESIGN - PART ONE 12:0512:25

TASIS Case Study: Storytelling to Attract Your Customers Angel Lozano, Director of Institutional Advancement, TASIS Currently, there are 9,318 international schools around the world with 5.07 million students in attendance from Kindergarten to Grade 12. In Eastern Asia, for example, the international education market has expanded at a pace from 977 schools in 2012, to 1,421 by December 2017*. Before this boom, word of mouth was the main channel of communication to recruit new students. There was barely a need for a Marketing & Communications Department. As long as the reputation of the school was good, applications were coming in. What happened when the competition increased? An industry as traditional as education needed to change. Saying my school offers a great curriculum and impressive results are not enough. Nowadays, what makes a school different is the life of the school, what happens outside and inside of the classroom. That life of the school translates into content, and technology is the best tool to communicate that content and attract new customers. *ICS Research Report (Feb 2018) Angel Lozano was born in Spain. He started his professional career working in the United States for the television industry as a producer. He moved to Spain and focused his career on corporate communications. In 2015, he moved to South Korea and worked as Brand Director for North London Collegiate School, a British international school on the island of Jeju. Currently, he is the Director of Institutional Advancement at TASIS The American School in England. He is passionate about technology and content and how these two tools can help to promote a business and capture the attention of the potential customers.

12:2512:45

The New Era of Customer Empathy: Virgin Trains’ World-First RCS Journey Oisin Lunny, Chief Evangelist, OpenMarket Empathetic Interactions are all about seizing the countless invisible opportunities to surprise and delight customers by giving them information, engagements and experiences that they will value at precise moments in exact places. RCS (Rich Communication Services) is the next evolution of mobile messaging and the new era of customer empathy. It delivers the richness and interactivity of web or mobile applications – combined with the data to help companies optimise experiences and understand business outcomes. In the summer of 2018, OpenMarket helped Virgin Trains deliver the world’s first commercial business-to-consumer RCS messaging campaign. Renowned mobile messaging speaker Oisin Lunny tells the story of how Virgin Trains became an RCS pioneer – and how it, and other brands, are using this exciting new channel to deliver more empathetic interactions to its customers. Oisin Lunny is Chief Evangelist at OpenMarket, the mobile messaging leader that helps the world’s largest companies connect with customers. Oisin has hosted, moderated and given keynote presentations at over 200 conferences across the world, including TEDx 2017 and six times at South by Southwest (SXSW).

40


CONFERENCE PROGRAMME 12:4513:05

Centrica Hive Case Study: Creating The Internet of Your Things Terence Sorrell, Business Solutions Manager, Connected Homes Hive (British Gas) In a world where IOT is becoming mass market how is Hive making it relevant to people. We are doing it be creating the internet of YOUR things. Making your smart home relevant to you and how you want to use it. Terence has worked for 15 years in the technology and system development arena, having applied his skills he’s developed to many different sectors spanning service based businesses to leading edge “Internet of Things” technology with the Hive Brand. He brings a wealth of experience, passion and enthusiasm to any business. Terence is very experienced in interpreting business needs and desires into deliverable outcomes and has taken a strong leadership role in recent years leading multiple teams to world class levels of delivery in fast paced agile environments. His industry experience has been recognised with public speaking invitations and engagements within the sector.

13:0514:05

Lunch and Networking

ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

DAY ONE

14:0514:25

Monzo Bank Case Study: Employee Experience Means Business Tara Mansfield, Head of People, Monzo Bank Employee experience is the difference between waking up feeling energised to go to work and feeling the Sunday evening blues. By consciously curating employee experience you can attract and retain an engaged, passionate and high performing community. When you’re working in a start up things change day to day, Tara will share some of the successes and failures along this journey. Tara Mansfield is the Head of People at Monzo Bank and has been at Monzo for just under two years, following career stints spanning across the fields of education, finance and social services. Having experienced first-hand how people engagement can have an impact on work morale and performance, she joined Monzo with a vision to put employee experience at the core of everything people, in order to support a high performing team. Tara has on boarded over two hundred and twenty people into Monzo and has worked on a variety of projects, from benefits strategy to a focus on mental health and wellbeing. Monzo bank is a rocket ship, and Tara is responsible for the experience of every Monzonaut who walks through the door.

41


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CONFERENCE PROGRAMME 14:2514:45

DWP Case Study: Engagement - How do we Move From Good to Great? Adetola Orukotan, Operational Manager, Disability Services and Dispute Resolution Directorate, DWP This session will simply explore practical steps of how to get engagement from good to great in any organisation by looking at practical ways to review historical engagement scores, strategic methods of how to change overall individual and team culture and identifying key areas to improve. We’ll also look at emerging themes to look out for, a quick look at a number of case studies and recommendations, how to effectively manage/maintain engagement during change, and how to keep engagement great as a way of life within your workforce. Adetola has over 15 years’ experience as an Operational Manager within various strands of the department such as the Disability and Carers Directorate, Customer Service Leader in the Working Age Directorate, Engagement lead and one of the Operational managers at the Dispute Resolution Directorate, Watford Service Centre. She is currently the communications leader for the National Colleague Engagement group for the Dispute Resolution Directorate. With her strong background in customer relationship, operational management and her proven leadership skills, her main passion is to build fully functional people groups who are fully engaged and provide an exceptional customer experience to the people we service. This is closely linked to the overall wellbeing of all people involved. People skills comes naturally with her leadership style and she always seizes every opportunity to coach/mentor others in a bid to share her knowledge and skills.

14:4515:05

Metro Bank Case Study: Customer Choice and Emotional Engagement Andrew Richards, Head of Organisational Development, Metro Bank

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus on Customer Experience. Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TD Bank in Washington DC, where he was the Senior Vice President of Retail Banking. Andrew began his retail banking career in 1985 when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank, America’s Most Convenient Bank, Andrew worked in a number of prominent roles culminating with expanding and building the revolutionary, service-driven model in both existing and new markets.

ENGAGEMENT IN RETAIL AND MEDIA 15:1015:30

The Times & The Sunday Times Case Study: How The Times & The Sunday Times With Data Science Delivered Record Growth Pete Evia-Rhodes, Director of Customer Value, The Times and The Sunday Times With 90% of the world’s data coming in the last 2 years, the challenge is how to make sense of it & use it effectively. Over recent years, we at The Times & The Sunday Times, aided by data science and machine learning, have revolutionised our customer engagement. Building an award winning lifecycle which operates at an individual level for over 450,000 subscribers. Pete will share the changes his organisation has made, their impact, and lessons learnt along the way. Pete Evia-Rhodes is the Direct of Customer Value at The Times and The Sunday Times. His key responsibilities including retaining, engaging and growing over 500,000 subscribers through a programmatic customer lifecycle, exclusive content and award winning contact centre. They’re achieving their best ever retention rates and delivering record growth. His focus is on bringing together a customer centric approach with innovative solutions to new-age problems. Prior to The Times & The Sunday Times Pete was at BT for 8 years, helping BT Consumer successfully launch BT Sport & BT Mobile amongst other projects.

43

DAY ONE

Since launching in 2010, Metro Bank continues to revolutionise British banking. We currently have 59 stores open, with plans to have up to 100 by 2020. Additionally, over 1.4 million customer accounts are supported by over 3,300 colleagues. In this case study, we will discuss how Metro Bank creates FANS through the combination of Customer choice and personal engagement.


CONFERENCE PROGRAMME

15:3015:50

RCS Messaging: The Next Generation of Mobile Engagement has Arrived Nick Millward, VP Europe, mGage Join us to learn all about the latest mobile messaging technology – Rich Communication Services (RCS). Mobile messaging is evolving, and customer engagement is changing. Mobile is a vital channel in the customer journey and the path to purchase and we need to continue to adapt and align ourselves to the consumers’ needs (as they want to find/buy/learn/share/receive information). As we know today’s consumers require engaging content that is relevant and timely, therefore it’s important to provide that information easily and instantly on their mobile devices as 90% of SMS are opened within 5 seconds. The introduction of RCS is a new messaging technology that combines text with Rich Media content, enabling brands to deliver powerful, engaging and conversational messages to their customers in a way they are familiar with and most importantly can trust. Come along to discover: • The latest mobile market trends • What’s RCS messaging & why it’s different to SMS • See how brands are using RCS messaging today

DAY ONE

If you want to stay ahead of your competition and understand this new messaging solution then be sure to attend.

Nick Millward oversees commercial, marketing and products across Europe, based in London UK. He has a strong background in technology, product and marketing within the digital and mobile space. Before joining mGage in 2014, Nick has held various senior positions at Vodafone, EE, Daily Mail and co-founded various small companies working on a global stage. Nick holds a Bachelor of Engineering degree in Electronics from the University of Nottingham.

15:5016:10

Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O’Grady, Senior Forecast Analyst, Forrester Research This presentation will highlight online trends from Forrester’s Online Retail Forecast, 2018 To 2023 (Western Europe) identifying: • Global trends: how eCommerce in Europe compares to eCommerce across other regions like North America, Asia-Pacific, Latin America • Regional trends: what are the main markets and categories driving Western European eCommerce growth. Why do online sales drive half of retail growth in Western Europe? • Consumer trends: Consumers increasingly research online before making a purchase. Digital influenced sales are significantly larger than eCommerce sales. What is the size of digital influenced sales in Europe and why are marketplaces increasingly being used during the consumer purchase journey Michael will give a high level view of key market data points and trends. A more detailed version of Western European eCommerce, Marketplace eCommerce and Cross-Border eCommerce can be found at: https://go.forrester.com/analytics/forecastview/

Michael is a principal forecast analyst within Forrester’s Marketing & Strategy analytics team. He focuses on eCommerce market sizing and five-year forecasting for Forrester’s syndicated ForecastView product. Some of his forecasts include online retail in Western and Eastern Europe, global luxury eCommerce, global cross-border eCommerce, global marketplaces, digital influence Europe, showrooming Europe, online insurance Europe, and online debt Europe. Prior to joining Forrester, Michael was a portfolio analyst working within the life sciences industry. He was responsible for understanding trends within the portfolio to help calculate product launch likelihoods and portfolio sustainability. Michael earned his undergraduate degree in mathematics from Leeds University. He also earned an M.Sc. in IT from University College London and an MBA from the Open University. He is an associate member of the Operational Research Society.

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CONFERENCE PROGRAMME 16:1016:40

Coffee & Networking

THE EVOLUTION OF CX SERVICE DESIGN PART TWO 16:4017:00

Samsung Case Study: Maximising The Use of Attitudinal Customer and Behavioural Data to Optimise Performance Darren George, European CX Insight Manager & Amy Vetter, Digital Insights Manager, Samsung Maximising the use of attitudinal customer and behavioural data to optimise performance • • • •

Understanding how Samsung is making use of truly transformative data to improve customer experience Leveraging digital data and customer feedback to inform cross-business unit collaboration What it takes to drive adoption through the integration of strategy, data and culture See what merging voice of the customer data with transactional and behavioural data can do to drive initiatives and campaigns

Amy has worked in the digital space for the last 10 years across many brands including IBM, Johnson & Johnson and now Samsung Electronics. She has a passion for data which started at university where she set up and ran a successful PPC affiliate agency and then moved into the digital analytics space branching out into personalisation, email campaigns and social data once in the big world of work. At Samsung Electronics Europe she works to surface digital insights from data available across multiple platforms and tries to push change through in the markets across Europe in order to improve customer experience across touchpoints and overall sales in a hero, halo effect. She is a super keen baker and aims to increase the waist lines of all colleagues as well as the sales for the company!

45

DAY ONE

As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading, designing, analysing and driving voice of the customer (VOC) programs. With over 26 years’ experience in market research and insight gained all over the world Darren now spends his career with Samsung, uncovering those hidden gems of customer feedback that help drive improvement in Samsung’s overall customer delivery. He has a passion for identifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude of touchpoints and product lifecycles, with strong focus on mobile devices. Darren joined Samsung in 2016 after spending the past two decades in leading insight roles at Illuminas, TNS, Frost & Sullivan, 3Com, Gartner, UBM Plc (formerly Miller Freeman) and Nielsen. He has developed leading edge measurement programs for a wide range of Fortune 500 businesses, from traditional VOC to advanced analytics within mobility, automotive and IT sectors. His current focus is on strengthening customer loyalty and driving customer centricity within Samsung Europe and uses much of his day measuring the business impact of CX.


CONFERENCE PROGRAMME

17:0017:20

Promoderation Case Study: How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation A great experience is so much more than a supporter care programme, a newsletter, or a supporter journey. It’s about the entirety of every interaction a supporter has with a charity. And, crucially, it’s about how this makes your supporters feel about you. Richard will present the findings of research from the commercial and charity sectors about what makes a great experience and examples of how charities are putting these lessons into place to inspire their supporters. They will also show that creating great experiences starts with having the right goals and setting the right KPIs before sharing the results of a major new research project that measured the experience across many UK charities. Richard Spencer is a supporter experience consultant who helps charities of all sizes build and implement supporter experience programmes and extract tangible value from them. In most cases, there’s a fair bit of change management involved. Using a range of practical tools and approaches, he helps build supporter experience into objectives, strategy & plans, structure, culture and ways of working. By working out what to tackle first, he helps you keep it simple and achievable, and focused on quick wins and growing successes.

DAY ONE

Richard was the director for the Commission on the Donor Experience and is on the Institute of Fundraising’s Donor Experience Project committee. He has worked with a wide number of UK and overseas charities on their supporter experience programmes. Why ‘Promoderation’? It’s about being in favour of (Pro-) not overdoing stuff (-moderation) and achieving more with less! Which can only really be achieved by changing what we do and the way we do.

17:20

Drinks & Networking Party

Live At the Networking drinks party Introducing Geoff Norcott

DAY ONE 17.20 EXPO HALL

As seen at Live at the Apollo and 8 Out of 10 Cats, Geoff has featured on Nish Kumar’s BBC2 satire show The Mash Report, and his political stance has seen him appear on Question Time, Daily Politics, and Radio 4’s Today programme. He’s also written for the Telegraph and New Statesman. The Telegraph has described Geoff as

“objectively funny regardless of your politics.” SPONSORED BY

46


Human Centred Transformatio on Transformation is a mindset not a processs

Presentation by Moritz Dinger | Market Director | Capita Transform mation th 12 of November 2018, 11:20am

Capita Capita manages over 100m customer conversations every year

obsolete and strip out what was no longer needed. This kind of

for Clients like O2, Npower, John Lewis, FSCS and the BBC. Capita

transformation often neglected to reecognise the fact that things

provides consultancy and assisted transformation services that

can change pretty quickly and found d it hard to adjust to changing

help improve customer satisfaction and increase productivity,

requirements and environments. Theey also neglected the single,

whilst simultaneously driving down operational costs. With over

most inuential factor, when it comes to our outcome orientated

40 years experience of customer management we are ranked No1

digital world: how will this transform mation impact humans. So

in the UK and have received 17 awards in the last 4 years alone.

successful transformation needs to focus f on more than just making things cheaper. To be truly trransformational, businesses

Digital Transformation for a long time has focused on executing

need to develop a mindset that consstantly looks at how to

meticulously planned programmes that focus on making

make things better. Better engagem ment, better service, better

things leaner, use technology more efďŹ ciently, replace the

operations‌ surely, there is a way that means we can have it all!

Transformation Engine Busiiness Archittecture

Organisational change Human Centred Design

Agile Delivery

Research h & Data

Culture & Behaviour Service Design

Process Design

Technology Implementation

Innovvation

Productivity

Customer Experience


12th Nov., 3:30pm-3:50pm


CONFERENCE PROGRAMME HALL CHAIR: Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard

ENGAGING WITH THE DIGITAL CUSTOMER - PART ONE 11:0011:20

Virgin Holidays Case Study: Our Customers are Not Our First Priority Pauline Wilson, Operations Director, Virgin Holidays Pauline Wilson talks about how the founding father of the brand’s words continue to influence and shape the customer experience at Virgin Holidays. Pauline is a collaborative leader with extensive leadership experience fostering strong team spirit and a proven track record of success. She has over 20 years of operational and customer service experience in the travel industry. Building and developing high performing teams, she has an established reputation as a highly motivated and focused professional who is results orientated, disciplined and committed to providing an excellent customer experience and operational delivery at optimum cost.

11:2011:40

The Disruptive Opportunity: Enhancing The Digital CX Through Social Messaging Chris Venus, VP Professional Services, Conversocial The world’s most successful companies in recent years have been those that have placed customer-centricity at the heart of everything they do. Over the past year in particular, the way in which a brand engages with their customers has rapidly evolved. Brands are increasingly aware that their modern, digitally savvy customers expect an effortless, convenient and seamless service experience. But how do you go about providing this without compromising between a great customer experience and the lowest cost to serve? The disruptive opportunity for today’s customer care leaders is to operate with a different set of rules: use the power and unique nature of Social Messaging and advancements in intelligent automation to finally break free from the constraints of this CX/Cost Equation.

11:4012:00

Fidelity International Case Study: Building The ROI Case for VoC and Proving The Value of Closing The Loop Stella Creasey, Global Voice of The Client Lead, Fidelity International July was the 1st birthday of Fidelity’s new global Voice of the Client (VoC) programme Medallia. In this session, Stella Creasey, Global Voice of the Client Lead at Fidelity International, will share the high points of the year that have helped build the ROI case and have proved the value of close loop calls. The first year of the programme has achieved an amazing amount and has started to really transform the business to being more client centric with a world class operational client experience management programme. A small dedicated global team has achieved this, and the cultural and technical challenges across such a diverse business have been significant. This period has seen the VoC team launch a globally consistent programme across 4 business divisions, both relationship and touchpoint NPS, prove the ROI case, implement new close loop practices and engage the business by democratising the feedback and training hundreds of people across the business in how to access and use VoC in their every day business and in close loop calls. Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the Client Experience transformation programme. Fidelity is a leading global Investment Management business with clients in the direct end investor space and the business to business space. A seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insight transformation to drive business growth. Over 20 years experience in commercial and public sector companies in the media and entertainment sectors, telecommunications and asset management. Prior to Fidelity, Stella was Senior Vice President for Global Research and Insight at BBC Worldwide – the commercial arm of the BBC.

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DAY ONE

Chris leads the Professional Services team at Conversocial, covering everything from in-depth strategic development, through to implementation, reporting and technical integrations to client systems. Chris joined Conversocial in 2014 as head of PS in EMEA, stepping up to lead our Professional Services Team globally in 2016. Previously, Chris built out and led a professional services and support team for intranet company SORCE, specialising in internal communications and knowledge portals. Chris has a degree in Computer Science from Swansea University and is a proud father of his young daughter.


CONFERENCE PROGRAMME CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART ONE 12:0512:25

Co-op Case Study: Relevance - How to Position The Contact Centre as a Strategic Asset Claire Carroll, Head of Member and Customer Services, Co-op Claire’s presentation will appeal to people who want their contact centre to play a more significant role in the wider strategy of the business. She shares her own “Journey to Relevance” with Co-op, where she turned a sub-scale and overlooked operation into an expanded and award-winning team who are delivering critical outcomes for Co-op, and identifies the five key steps to achieving Relevance.

Claire joined Co-op as Head of Customer and Membership Services in 2015, within 2 years she had transformed a broken operation into an award-winning contact centre at the heart of a revitalised retail giant. She is currently delivering the next stage of the journey, which is to bring together customer facing contact centres across all of the Co-op business units as a centre of excellence. She has worked in Contact Centres for over 20 years and is passionate about supporting and raising the profile of the Contact Centre Industry. She has been a Board Member of the Contact Centre Management Association (CCMA) for over 7 years. Claire has worked in the Finance, Insurance, Communications and retail sectors working for organisations such as GE Capital Bank, VirginMedia, HomeServe and BT.

12:2512:45

The Reality of Voice of The Customer in The UK Today: What are The Current Practices and How to Get Ready For a New Area of Customer Intelligence That Delivers? Olivier Njamfa, CEO & Founder, Eptica

DAY ONE

Whatever your industry, customer experience is the key differentiator and vital for gaining greater loyalty, higher revenues, stronger brand reputation and new customers. To deliver a superior CX it is crucial to know what customers expect, what they think about your brand, and why they behave in certain ways across the customer journey. But how are UK companies managing this today? In this session, we will unveil and delve into the results of the ‘Analysing the Voice of the Customer’ survey undertaken together with Engage Business Media to gain a clear picture of how UK organisations are performing at the moment. We will then share ideas and practices to help you deliver actionable insights to improve CX and stay ahead of customer expectations.

Olivier has more than 25 years of experience in digital technologies & the software industry all around the world. He is an expert in digital customer engagement solutions supported by linguistics and cognitive technologies. Prior to founding Eptica in 2001, Olivier Njamfa successively served as Managing Director, VP, and Chief Operating Officer in different international software companies (eCRM, business intelligence and data mining solution providers and accounting software companies).

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CONFERENCE PROGRAMME 12:4513:05

Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; Creating a Culture of Excellence in Modern Construction Jackie Ducker, Customer Experience Director, Kier The route to a great customer experience? A great employee experience! Jackie will talk about how Kier, a FTSE 250 organisation with a vision to be ‘a world-class, customer-focused company’, are driving a culture of excellence and putting the service-profit chain to work to inspire high performing teams that produce consistently excellent customer results, whilst proudly delivering some of the UK’s largest, most complex construction and infrastructure projects. This will be a practical and punchy session, designed to debunk the jargon and get to the heart of what makes teams tick to bring Kier’s brand promise to life, so that customers keep coming back for service and quality they can trust. Jackie joined Kier in 2011 and has a track record for delivering transformation in a range of business improvement and customer experience leadership roles, across the group. Strangely drawn to hard hats, hi-viz and high-heels, Jackie is a firm believer that bringing people together within a collaborative culture to deliver authentic experiences, leads to profitable growth from long-term, loyal customers. Great insight drives great action and is all part of the job of working with teams to design and deliver great service experiences that bring Kier’s brand promise to life for clients, customers and colleagues.

13:0514:05

Lunch and Networking

ENGAGING WITH THE DIGITAL CUSTOMER - PART TWO Auto Trader Case Study: Digital Excellence – An Easier More Enjoyable Journey Nick King, Insight Director, Auto Trader Engaging with customers online today is as important as it has ever been. The exponential growth of technology brings new opportunities but simply throwing technology at a problem is not always the answer. People buy from people and the businesses that succeed today enable and promote a personal interaction, curate an easy navigation and build confidence. Nick will explain the journey and key take outs with examples from global companies, that we can all apply to our own businesses. Nick is a consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. Nick joined Auto Trader in January 2007 as Business Intelligence and Market Research Director. Responsible for analysis and insights within the myriad of reporting tools currently available for the internet. He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing. He also speaks regularly at conferences around the world.

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14:0514:25


94% of customers who have a low-effort customer service will buy from the same company again - CEB Research

Content Guru’s cloud communications platform, stormŽ, is used by hundreds of the world’s largest organisations to deliver low-effort customer engagement, improving retention rates. By converging multiple communications systems into a single platform, storm enables customers to interact with your organisation through any device or channel, 24/7, even during periods of high contact volume.


CONFERENCE PROGRAMME 14:2514:45

Demystifying AI For Customer Engagement Nick Pegram, Sales Director EMEA, Bold360 This session will walk you through why companies are (or should be) investing in AI technology across their customer experience, how is it driving better efficiency, and the best way to approach it to ensure the fastest time-to-value. You will learn about: • Why now is the right time to invest in AI • How companies are investing in AI and the business impact • Examples of success and the dramatic results companies are seeing in just a few weeks

Nick has a decade of experience advising large b2c and b2b organisations on the utilisation of early adaptor AI and self-service technology to vastly improve their customer's value and satisfaction. Emphatic belief that it's superior customer experiences aligned with business outcomes which drive value and growth, technology is simply the enabler. Nick’s specialties include; Building high-performance, multi-disciplined, global teams with a focus on Digital Strategy & Transformation (customer/contact centre centric); PaaS & SaaS technologies; specifically, digital customer experience; AI, NLP, IoT, Bots, Insight driven objectives to drive business value improvement.

14:4515:05

Holiday Extras Case Study: The Challenge Of Customer Insight Peter Mooney, Customer Insight Manager & Anneka Brazier, Customer Insight Analyst, Holiday Extras

Peter moved into a new role of Customer Data and Insight Manager, for Holiday Extras,18 months ago, building on his existing expertise in overseeing customer facing teams for 20+ years. Creating a complete framework from scratch, identifying each existing touch point, alongside creating new ones. The analysis of each verbatim comment, creating ‘categories’ and using these consistently across each touch point of the customer journey. Raising businesswide awareness of this new creation, successfully imbeddeding this into all levels of thought, up to CEO. Handling frequent requests for insights, which cover corrective actions, general improvements and also pre-design work on enhancing product look and feel. This CI creation is what he has termed ‘The Stack of Needles’; the on-going challenge is to liaise with the teams that exist across our Group (UK and Europe) and help select the correct ‘needle’ to feed into every project. The end-aim here is an improved customer experience. Working for Holiday Extras since 2001, previous industry experience also covers Insurance, Finance and Food Manufacturing. Significant contact with the customer has always been a key component, in varying guises, of his career

Moving on from a direct customer interaction role within the complaints team, Anneka moved into a new Customer Insight Analyst role to continue championing the voice of the customer. Working alongside Peter to establish a framework and pinpointing exactly where in their booking journey customers gave feedback on their experiences. Moving on to analysing each piece of feedback, identifying trends, using these consistently and raising awareness of this new insight from customers.

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This presentation will look at how Holiday Extras moved into the world of true Customer Insight from a position of a ‘blank canvas’. Driven by increasing customer challenges, plus a change in the Board-level team, which put the spotlight on this area. Creating something from nothing, which started with: • Identifying all customer verbatim feedback touch points • Analysing the feedback from them and devising ‘uniform’ categories that were meaningful for potential end users • Assessing existing internal and external feedback tools to determine fit for purpose levels • Replacing or evolving some of those tools to ensure they were effective, efficient and future proofed • Creating a key-word code-frame for internal use, plus potential employment for external platforms too • Raising awareness of the potential of what we had found and were building upon, by partnering with internal teams • Proof of concept: Finding some early wins to prove the power of the Customer Insight • Building on the foundation and widening the awareness / potential impact of the increasing insights discovered • Battling the business-wide priority list to ensure the potential was turned into reality • Iterating the concept, analysing, listening, evolving, championing • Learning from set-backs, being resilient and flexible to match business changes


CONFERENCE PROGRAMME MARKETING AND THE CX 15:1015:30

ING Case Study: Building The Bank of Tomorrow Marco Eijsackers, Strategy and Business Development Manager, ING DiBa The world is changing faster and faster. One of the biggest challenges is to keep understanding customers, their expectations and earn their trust. Create differentiating experiences that are personal, instant, relevant and seamless. Technological innovation plays an important role in this and can be seen as a threat of an opportunity for the financial industry. People still need to bank, but do they still need banks for that? One thing is almost certain, new disruptive business models will evolve. How to anticipate, be the disruptor and build the bank of tomorrow?

Marco is an experienced Director with a demonstrated history of working in the banking industry. Skilled in Banking, Strategy, Private Banking, Sales Management, Innovation, Financial Markets, and Structured Finance. He is a strong professional graduated from London Business School.

15:3015:50

AI is The Key to Engaging Today’s Entitled Consumer Nick Worth, CMO, Selligent Marketing Cloud Today’s consumer is more demanding than ever. Drawing on his new book, Marketing to the Entitled Consumer, author Nick Worth maps out the challenges and opportunities for marketers created by today’s Entitled Consumer. He will present a summary of the book’s findings and describe how marketers can use Artificial Intelligence to create the personalisation that is the key to unlocking long-term consumer relationships.

DAY ONE

Nick Worth is a marketing expert whose diverse career experience has given him unique insights into the rise of digital consumer engagement. As co- founder of Schematic, one of the world’s first and most successful digital agencies, Nick took the company from a small startup to an agency of more than 350 digital professionals service companies like NBC, Google, and Sony. Currently the CMO of Selligent Marketing Cloud, Nick writes for more than a dozen trade publications and speaks to marketers about the impact of technology on marketing, strategies for engaging consumers, and the many challenges presented by omnichannel marketing. A graduate of Harvard College and Oxford University, Nick lives in London.

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CONFERENCE PROGRAMME 15:5016:10

Telegraph Group Case Study: Driving Customer Demand Through a Content-First Acquisition Strategy Katrina Broster, Head of Acquisition Strategy, Telegraph Group In a global climate of uncertainty for traditional media brands, The Telegraph is making investments in a diversified revenue strategy, with content at the heart of this approach. With businesses ranging from Digital Subscriptions, Travel, Financial Solutions, Events and Commerce, the business is powered by world-class journalism, crafted not only to set the news agenda but to inspire and engage discerning customers. This presentation will showcase how they have implemented a brand new marketing approach – utilising content and performance marketing tactics which dynamically delivers the right content, at the right time in the right place for their customers. Furthermore, this approach has been tailored for their numerous business areas – increasing revenue, traffic, conversion and significant improvements in customer engagement and retention. Katrina is Head of Acquisition Strategy at The Telegraph. Katrina was promoted to this brand new role in early 2018, after tenures in both the Travel and media industries and she now oversees the performance marketing strategies for all of The Telegraph’s multiple diversified revenues namely Digital Subscriptions; Registration; Travel; Financial Solutions; Events and many other Commerce business offerings. She has implemented a brand new marketing approach, an award winning content marketing strategy that dynamically delivers the right content, at the right time in the right place, placing The Telegraph’s quality journalism at the heart of the strategy.

16:1016:40

Coffee & Networking

CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART TWO Water Plus Case Study: Creating Calm Following The Storm Kim Ratcliffe, CCO, Water Plus Imagine an environment where you have up to half a million customers, who in turn have up to 800 thousand sites, across 24 wholesalers with another 20 retailers challenging to take your enviable position as the largest retailer in the country. Add into the mix that you only earn c.6% gross margin on a £1bn turnover, have a completely brand new workforce, newly migrated customers onto a new system in a completely unknown market and the result is – an incredible challenge! This presentation will not be a sales pitch for how great we are, it will be a realistic view of how tough challenges can be overcome with blood, sweat and some tears but that green shoots can be created by great people and technological platforms which will invigorate a market that customers would largely rather be able to forget about. Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers. Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business. Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home. As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives. All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

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16:4017:00


Text ain a ’t de ead. Ev E ve ery time you interact w a customerr,, you with hav ve e an opportunity to delight d them. Even in moments that seem merely tra ansactional, you can connect with sim mple, relevant messages – and givve your customer a really valuable exxperience. :KHWKHULWoVDGHOLYHU \QRWLƮFDWLRQRU an n appointment reminder, it’s the little things that matter. And it’s tex t that can a make those customer experience mo oments really count. Learn e how at openmarket.com


CONFERENCE PROGRAMME 17:0017:20

Imperial London Hotels Case Study: Building Engagement In The Workplace Gemma Todd, Head of Human Resources, Imperial London Hotels In a time of challenge within the hospitality sector driven, to a large extent, by the ‘Brexit-factor’ as we run up to March 2019, the focus on retaining skilled and talented staff members has become sharper and more critical than ever before. To ensure we are fit for the future, Imperial London Hotels has taken positive steps through the introduction of new and innovative solutions. These have been designed to not only improve the experience of all staff currently working for us, but also to attract others seeking to work in the sector. From the implementation of new reward and recognition packages; formal and informal conflict resolution; mapped career development pathways; and the celebration of success, our teams are on a journey to transform ‘how we do business around here’. By 2025, we aim to be the first choice independent Central London hotel brand. We will achieve that aim by attracting, recruiting, training and retaining the best people who will, in turn, provide the quality services and facilities that meet – and exceed – our guests’ expectations. This session will cover some of those interventions which help the staff to feel engaged, valued and recognised for their contribution to the business success. Gemma has over 20 years of regional, national and international leadership and management experience in Human Resources; Organisational Development; Training; and Learning & Development. Her career history has spanned a variety of sectors including central banking, defence engineering, international consultancy, education, public sector, professional services, health/social care and, now, hospitality. She has enjoyed Board level roles where she was instrumental in supporting business growth. She also was a Director of her own successful management consultancy business for three years with a portfolio that comprised private and public-sector clients from across the UK as well as overseas. Gemma was appointed to the role of Head of Human Resources for the Imperial London Hotels Group Limited in January 2015. She has been instrumental in the development and implementation of the Human Resources strategy across the Group’s multiple sites and disciplines. Through her team of six professionally qualified Human Resources team members, she manages and supports the employment, welfare, training and development needs of a c.1150 strong workforce.

17:20

Drinks & Networking Party

DAY ONE

Live At the Networking drinks party Introducing Geoff Norcott

DAY ONE 17.20 EXPO HALL

As seen at Live at the Apollo and 8 Out of 10 Cats, Geoff has featured on Nish Kumar’s BBC2 satire show The Mash Report, and his political stance has seen him appear on Question Time, Daily Politics, and Radio 4’s Today programme. He’s also written for the Telegraph and New Statesman. The Telegraph has described Geoff as

“objectively funny regardless of your politics.” SPONSORED BY

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IFS CUSTOMER R ENGAGEMENT EMPOWERING BUSINESSES S TO DELIIVER FAS A TER, SMARTER CUSTOM MER SERVVICE

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THE FUTURE IS CONVERSATION T AL AI, A ARE YOU READY?

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CONFERENCE PROGRAMME HALL CHAIR: Nicholas Brice, Team Brighton Lead, American Express Community Stadium

EVOLUTION OF VOE ACROSS THE ENTERPRISE

11:0011:20

Formica Case Study: The Importance of Investment in The Future Capability of Leadership Emma Dixon, People and Performance Manager For UK, Formica In 2015 the Formica European business has seen engagement results drop below 50% and the business was facing the reality of a financial turnaround. Management ineffectiveness was a major factor and focus was needed to fix old-fashioned engrained behaviours and practices. There had been little focus on people development and significant investment into our developing and nurturing leadership capabilities was necessary. The question was how do you help people understand their role and the part they play in supporting the business at every level. This case study shows the steps the team took to define the requirements of its team leader within the manufacturing plant at North Shields and improve their capability and effectiveness. The aim was to build the future capability of leadership within Formica. The challenge was this unionised group of employees had never had attention for a number of years. Many had worked in the company over 20 years, were afraid of change and many were put into role because they were excellent operators. There were no leadership standards set for the role based on ‘what good looks like’. Emma implemented a Manufacturing Capability Framework developed a model which is now rolled being out in all Europe sites and being implemented wider across the commercial functions – and we are seeing a positive change. Emma is an efficient, focussed HR professional able to coach and support managers through policy and processes to maximise the effectiveness of teams and resources. Focussed on personal development through voluntary work and further education. Emma is an effective communicator who can simplify the complex and create strong working relationships based on trust, delivery and honesty. Results driven and comfortable working across boundaries. Proactive and organised; dedicated to doing her best!

Human Centred Transformation – Why Transformation is no Longer a Process But a Mindset Moritz Dinger, Market Director, Capita Transformation Digital Transformation for a long time has focused on executing meticulously planned programmes that focus on making things leaner, use technology more efficiently, replace the obsolete and strip out what was no longer needed. This kind of transformation often neglected to recognise the fact that things can change pretty quickly and found it hard to adjust to changing requirements and environments. They also neglected the single, most influential factor, when it comes to our outcome orientated digital world: how will this transformation impact humans. So successful transformation needs to focus on more than just making things cheaper. To be truly transformational, businesses need to develop a mindset that constantly looks at how to make things better. Better engagement, better service, better operations… surely, there is a way that means we can have it all! Moritz is currently Market Director at Capita Transformation, the consulting and advisory business of Capita plc. Prior to this he spent over 10 years in creative and digital agencies in London where he led the design and delivery of innovative digital solutions and experiences. His work focusses on the optimisation of customer engagement and experience levels and the impact this has on business performance. Moritz is a highly experienced digital strategist and service design expert with significant experience in how to maximise the opportunities and benefits that digital channels and solutions can bring. A particular emphasis for his work lies in transforming organisations by combining creativity, technology and insight to deliver optimal experiences for customers and better outcomes for businesses.

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11:2011:40


CONFERENCE PROGRAMME

11:4012:00

St Andrews Healthcare Case Study: Engagement on The Edge Martin Kersey, Executive Director Human Resources & Charity Trustee, St Andrews Healthcare There are very few work places where one can score high engagement, make a real difference to patients and their carers by transforming the lives of some of the most vulnerable people in our society. However, how do you achieve high-levels of engagement in an environment where your people witness behaviours which can be traumatic, abusive or even result in harm? This presentation will explore the approach we have taken at St Andrew’s from recruitment and throughout the employee life-cycle, some of the challenges we have faced and the successes we have achieved in the last 3 years.

Martin is an experienced UK and International HRD with a track record of delivering sales and profit growth, at global, european and national level. He has shown a powerful combination of successful strategic and operational leadership in large and small organisations.

COMBINING CX STRATEGY WITH CULTURE 12:0512:25

Taylor Vinters Case Study: Unicorns and Zebras Peter Finding, Partner, Taylor Vinters Fast growth companies face a challenge in defining both who they are, and their relationship with their people. The concepts of business Unicorns and Zebras can aid this dilemma. Whilst fast growth companies are often grouped under one umbrella, a dichotomy is emerging; this is often based on the principles of the businesses’ founders – Unicorn founders who are looking to scale up and sell out at the earliest opportunity, and Zebra founders with a long-term vision who wish to prioritise a core purpose. In an economy that is increasingly dependent on the provision of services and ideas, rather than goods, a company’s people will often be its most important and defining “asset”. It is increasingly evident that in order to retain talent, engage customers, and grow a sustainable business, employees need to be treated as valuable stakeholders. However, encouraging such an approach may require a wholesale change in corporate governance.

DAY ONE

Peter is an international employment lawyer – he supports businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients tell him they appreciate his feel for managing sensitive reputational and commercial issues, not just the legal detail. He joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia. He provides strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services, with a particular focus on: • • • • • •

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Protecting businesses from harm by enforcing post-termination restrictions, and designing holistic retention strategies Managing difficult exits Managing domestic, cross-border and multi-jurisdictional restructuring projects and site closures/moves Dealing with sensitive grievance, disciplinary and performance management issues Employment litigation in the High Court and Employment Tribunal Designing innovative employment models suitable for a workplace landscape in flux


CONFERENCE PROGRAMME

12:2512:45

The Culture Code Sally Earnshaw, Managing Director, Blue Sky How do best for service companies create the climate for customer experience to thrive? 80% of companies say they deliver “superior” service yet only 8% of customers think they do. So what is the magic formula? Join Blue Sky MD Sally Earnshaw as she shares some of the magic she has distilled from decades of working with the best for service companies (and those aspiring to get there). Sally will share how Blue Sky’s unique Culture Code methodology can get your people delivering at their best, with examples from award winning clients such as BT Enterprise, whose Great Conversations programme won 7 awards at the UK Customer Experience and UK Employee Experience awards. With a 20-year track record working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments, which lends a depth of understanding to all sorts of client situations. She has recently published her first book, called ‘Crack the Code: Upgrade your Customer Experience, One Conversation at a Time’. This is about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s about people, rather than tech, it’s being neglected by all but the super-smart few.

12:4513:05

What Really Drives Best Business Performance From an Employee Perspective? Moira Clark, Director, Henley Business School For years now consultants and companies have been obsessed with measuring employee engagement and view it as a key metric in gauging the health and success of organisations. Our research at the Henley Centre for Customer Management shows it is only part of the story and certainly not the part that matters! Yes you need employee engagement if you want your staff to be retained and if you want them not to be off sick or to be stressed out. But if you want best business performance there are other metrics that you should be considering. This session will look at organisational climate and the key themes that drive business success. Based on rigorous research with large sample sizes we have now identified what you really need to focus on, what buttons you really need to press. Our insights will give you a fresh perspective on how you can get the best from your employees and drive the bottom line and achieve that elusive competitive advantage.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, 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 service excellence.

13:0514:05

Lunch and Networking

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Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, 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.


D L SO UT O

ENGAGE

AWARDS THE ONLY CUSTOMER & EMPLOYEE ENGAGEMENT AWARDS MONDAY 12TH NOVEMBER 2018 WESTMINSTER PARK PLAZA, LONDON

CONGRATULATIONS TO ALL OUR FINALISTS OUR SPONSORS

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CONFERENCE PROGRAMME

INTERNAL COMMUNICATIONS - PART ONE

14:0514:25

Citibank Case Study: Making ‘Be The Best for Our Clients’ Meaningful for Your People Debbie Bennett-Jackson, Marketing Consultant, Citibank When change is the new normal, how do you engage the people who are critical to the success of your client strategy – your employees? Debbie will describe how Citi is getting its 34,000 people in EMEA engaged around a client first strategy.

Debbie is a Chartered Marketer with 20 years’ experience in marketing, engagement and change communications. Skilled in the design, development and delivery of award winning strategies to support sustainable growth and transformation within highly competitive markets. Debbie’s passion lies in supporting organisations to embrace change and recruit, retain and develop their people.communication, and supporting leadership authenticity.

14:2514:45

M&S Case Study: Leveraging Customer Feedback in Internal Communications to Inspire, Educate And Connect John Heatherington, Retail Finance & Operations Manager, M&S John Heatherington had led the introduction the Marks & Spencer International Voice of Customer programme across 35 markets, 21 languages, in 374 stores. Receiving over 300,000 responses in the first full year of the programme, customer feedback now features as a key part in future store development planning, L&D programmes, as well as being a key topic on a day to day basis in stores around the world. Heatherington will discuss the critical role internal communication plays in embedding the voice of the customer into the culture and business of M&S International, and achieving CX success.

John has led the introduction of the VOC programme in M&S International, across 35 markets, supported by 21 languages, in 374 stores. Receiving over 300,000 responses in the first full year of the programme, customer feedback now features as a key part in future store development planning, L&D programmes, as well as being a key topic on a day to day basis in stores around the world. The programme has been shortlisted for a number of industry awards, winning the ‘Best Customer Experience’ award at The Loyalty Magazine 2018 Awards.

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John Heatherington is Retail Finance & Operations Manager for Marks & Spencer International. Working for M&S for 12 years. During this time he has worked in a number of Finance and Operational roles in Scotland and the North of England, as Head of Finance and Operations for the Sourcing Office in Hong Kong managing the Asian Operation and most recently working worldwide with all of the groups’ Franchise partners and wholly owned businesses to improve internal efficiencies and store experiences.


CONFERENCE PROGRAMME

14:4515:05

Energie Fitness Case Study: How to Become The Hero of Customer Engagement in Your Organisation Peter Croney, General Manager, Energie Fitness We know that there is a constant battle to understand our customers changing needs and deal with a range frustrations: Are organisations seeing customer experience as just a programme instead of a way of life? • Too much focus on the metrics instead of the solutions • The difficulty of embedding a cross company culture • Whether to put staff or customers first • Inside-out focus instead of outside-in Peter believes that to win the struggle to understand our customers and overcome our frustrations we first need to concentrate in just one area: the emotions of our customers. At energie this emotional focus has seen a 20% increase in customer retention amounting to an annual increase in profit of £600,000. Peter will guide you through the three step Emotion Led Customer Experience plan (ELCE) 1. Understanding that all decisions are based on emotion 2. By case study give you an understanding of why ELCE is so powerful 3. How to simply implement this in your organisation Banish doubts, frustrations and that overwhelmed feeling and become the “go to” guru.

Peter is General Manager and a shareholder at Energie Fitness, specialising in low cost health clubs. Over a 40 year period, having owned numerous businesses ranging from Insurance, property, restaurants and health clubs, Peter has experienced both success and failure which has helped him understand the true value of customer engagement. Peter uses his own unique but simple method for eliciting real customer insights which can be easily duplicated and implemented. Over the last 12 years Peter has worked with Energie to help develop a whole new brand based on a real understanding of customers emotions for buying and maintaining their gym membership. This has led to an uplift in business of up to 14% in each health club where it has been introduced and helped secure énergie the coveted accolade of Health Club Operator of the year in the UK beating all other brands in the country.

DAY ONE

ARTIFICIAL INTELLIGENCE AND ROBOTICS 15:1015:30

Kiwi.com Case Study: Imagining The Impact of Voice-Enabled AI on CX Eliška Dočkalová, Head of CS Innovations, Kiwi.com Join us for a Case Study Presentation looking at: • Extensive growth – when do you realise the need for AI? • Application of the Voice AI on a complex business models – Virtual interlining • Impact on the CX – how do customers perceive the AI?

Having spent over 10 years within the customer experience area of hospitality, travel and private aviation industries and with the recent overtake of the Kiwi.com’s Innovations & Business Transformation Unit departments, Eliska is now fully focusing on enhancing the customer experience side of business via processes & projects improvements. In cooperation with Engineering department and based on the data collected via the Complaints & Customer support departments, the main focus is now on driving the changes and follow the mission of Kiwi.com: making travel better!

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CONFERENCE PROGRAMME 15:3015:50

Agents & Automation: Enhanced Omni-Channel Customer Engagement Martin Taylor, Deputy CEO, Content Guru The AI revolution has arrived, accompanied by a wealth of opportunities which can be leveraged to transform and optimise your contact centre performance. Join Content Guru’s Deputy CEO, Martin Taylor, to discover how AI and automation can be used to create a consistent omni-channel customer journey, and reduce agent attrition. From chatbots to data analysis and keyword recognition to natural language processing, find out how the effective integration of automation and AI technologies within the contact centre can not only reduce agent workload, but provide customers with an enhanced service in line with their ever-increasing expectations.

Martin Taylor is Deputy CEO of omni-channel cloud communications provider Content Guru. A forerunner of communications technology since his early twenties, when he co-founded Content Guru’s sister company, Redwood Technologies, Martin’s role now centres on strategic market development and analysing the future of digital engagement. Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socioeconomic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

15:5016:10

Exposing The Realities of Chatbots, Intelligent Assistants and Digital Agents Simon Foot, Sales Director UK & I, CX Company Simon has recently gone deep undercover at the CX Company to explore the realities of the technology causing such a stir in the market place. What has he learnt, what are the realities and what can you learn from his experience as one of us on the inside? The CX Company deliver 4 million digital conversations every day, and Simon will cover the things to consider when deploying a Chatbot solution: what are the business cases that have really been delivered and what are the realities for your Company to manage and maintain a Chatbot channel and most importantly do customer’s like and want it? Join Simon for what promises to be an engaging and insightful delve into the myths and realities….

Senior level experience in Contact Centre operations, Consulting, outsource management, customer strategy design, AI and Chatbots, relationship management, contact centre applications, ROI development, sales and pipeline management, big ticket bid delivery, strategy and innovation in customer experience. A confident leader and strategist. Focused on delivering contact centre solutions via technology which drive qualified operational change. Recognised industry commentator and influencer. (Top 50 most influential people in the industry). Proven track record of securing high value sales within FTSE 100 client base. Demonstrable track record of creating profitable client relationships with some of the UK’s and Europe’s biggest brands.

16:1016:40

Coffee & Networking

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CONFERENCE PROGRAMME TRAINING, LEARNING AND DEVELOPMENT 16:4017:00

Transforming Our Ways of Working at the Food Standards Agency Adrienne Gault, Head of People Transformation and Organisational Change, Food Standards Agency The Food Standards Agency has introduced smarter working to its workforce over the last three years, in its own programme entitled ‘Our Ways of Working’ or OWOW for short. Adrienne Gault presents how the organisation enabled its employees to design new working patterns so that they could work flexibly. The OWOW programme has transformed not only how the FSA works but also has allowed the organisation to downsize its office footprint, has improved staff satisfaction and shown significant cost savings. Adrienne holds a senior role in the Food Standards Agency with direct responsibility for organisational transformation, development and change. She is a highly experienced People and Change practitioner having held many senior management roles spanning business transformation, organisation development and HR in both the public and private sector across the UK.

17:0017:20

Zero Suicide Alliance: Mass Market on a Micro Budget Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance Since launching last November The Zero Suicide Alliance has achieved high levels of on-line engagement and valuable coverage in both print and broadcast media. Its Talk2Me campaign has directed and encouraged tens of thousands of people to take part in its training programme – including three thousand in just one day. This presentation will look at the mechanics of Talk2Me and how its focus on creative content, in-house and free-lance skills combined with a partnership approach has delivered mass market success on a micro budget. Steve has over 30 years senior management experience in communications and public relations. He has led on both internal and external communications for Government Departments, NHS Authorities and Trusts and private and voluntary sector organisations. He is currently the Head of Communications and Marketing for the Zero Suicide Alliance and Mersey Care NHS Foundation Trust. Launched in November 2017 The Zero Suicide Alliance (ZSA) is a coalition of over 100 NHS and other partners determined to help rid the UK of suicide. Around 6,000 people a year die of suicide and the ZSA want to improve the support for those contemplating taking their own life by raising awareness of the importance of talking to those at risk, and promoting free on-line suicide prevention training, which is accessible to all. This training takes people through real life scenarios aiming to provide the skills which will help them deal with difficult conversations with loved ones, friends or colleagues. Mersey Care serves more than 11 million people, offering specialist inpatient and community services that support mental health, learning disabilities, addictions, brain injuries and physical health. It is one of only three trusts in the UK that offer high secure mental health facilities.

DAY ONE

17.20

Drinks & Networking Party

Live At the Networking drinks party SPONSORED BY

Introducing Geoff Norcott

DAY ONE 17.20 EXPO HALL

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MAIN STAGE

PLENARY - DAY TWO

08:1509:00

Registration & Coffee

09:0009:05

Chair’s Introduction Martin Hill-Wilson, Founder, Brainfood Consulting

DAY TWO

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer 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 evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

09:0509:35

Barclays: Humans are Still at The Heart of Banking in The Digital Age Richard Davies, Head of Colleague Wellbeing & Citizenship, Barclays Richard Davies sheds light on how customer expectations are changing in the age of on-demand and “instant gratification” – and why there’s still a vital role for a “human-powered” service. Richard has enjoyed a diverse career to date gaining extensive experience working across industry sectors and disciplines including Retail, Financial, Utilities, Legal and Education sectors; this broad commercial experience helps me to provide leadership teams with valuable strategic insight complimenting my operational knowledge and attention to detail

NETWORKING BREAKS BROUGHT TO YOU BY

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PLENARY - DAY TWO 09:3510:05

MAIN STAGE

The Human Face of Engagement Sally Earnshaw, Managing Director, Blue Sky

With a 20 year track record working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares. She has recently published her first book. Crack the Code: Upgrade your customer experience, one conversation at a time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.

10:0510:35

Unlocking The Potential of Your Workforce Through AI Nick Pegram, Sales Director EMEA, Bold360 Abstract: Too often employees are spending time finding information rather than solving problems or doing actual work. A recent survey shows that 25% of support agents time is spent on just finding relevant customer information, which is limits their overall productivity. This session will show how to create simple, access to information throughout your organization with AI technology that reflects the needs of the modern workforce. Nick has a decade of experience advising large b2c and b2b organisations on the utilisation of early adaptor AI and self-service technology to vastly improve their customer's value and satisfaction. Emphatic belief that it's superior customer experiences aligned with business outcomes which drive value and growth, technology is simply the enabler. Nick’s specialties include; Building high-performance, multi-disciplined, global teams with a focus on Digital Strategy & Transformation (customer/contact centre centric); PaaS & SaaS technologies; specifically, digital customer experience; AI, NLP, IoT, Bots, Insight driven objectives to drive business value improvement.

10:3511:05

The Big Issue Foundation: Customers Change Your Life Stephen Robertson, CEO, Big Issue Foundation The Big Issue has a 27 year history of helping homeless and disadvantaged people to help themselves by buying and selling their magazines with their own cash and keeping the profits. The magazine is an alternative to begging and crime that creates real personal and social change. Stephen Robertson will explore the evolution of this innovative approach to tackling social ills alongside the vital ingredient for change that is provided by the thousands of customers across the United Kingdom on a weekly basis. Stephen has been CEO at the Big Issue Foundation since July 2007. His previous role was Director of Commercial Operations at Shelter, where he had responsibility for a chain of 100 charity Stores, a mail-order business and a Training business primarily focusing on Housing professionals. Stephen was a member of the Senior Management Team with cross organisational responsibility for the strategic management of the Charity. Stephen was at Shelter for 13 years. Stephen helped found and ultimately chaired the professional body that represents the majority of Charity Retailers in the UK, ‘The Association of Charity Shops’. Stephen is a Trustee of the homeless health care charity, London Pathway, a Trustee of TRAID, a charity committed to protecting the environment and reducing world poverty by recycling and campaigning at home and Chair of the Board of Trustees of Shoreditch Town Hall Trust.

11:0511:35

Coffee & Networking Break

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DAY TWO

All we hear about today is getting technology to do the work – AI, Big Data, all of those brilliant things that in the future are going to help with channel shift and personalisation. But, we are always going to need people to deliver great customer service. In the new world, every customer touchpoint across whatever channel, is an opportunity to add value. So, we need to be wary of leaving behind the people element. Best-in-class companies are those who recognise that spending time and effort on customer conversations, combined with the right mindset and skills, drives value. Join Sally Earnshaw, Blue Sky’s MD, in sharing her insight and stories around what drives exceptional customer service, gleaned from years of working with organisations leading the way (and those aspiring to get there).


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CONFERENCE PROGRAMME HALL CHAIR: Martin Hill-Wilson, Brainfood Consulting

FUTURE OF THE CONTACT CENTRE - PART TWO 11:4012:00

UCLAN Case Study: The Importance Of Being Physically Close in a World That Is Becoming More Virtual Giles McClelland, Principal Lecturer, University of Central Lancashire There is a potential point of conflict in the future of work. Team work and collaborative behaviours are now the basic building block of organisations. However, in a globally connected world we are more physically distanced from our collaborators than ever before.

Dr Giles McClelland is a Principal Lecturer in the Lancashire School of Business and Enterprise at the University of Central Lancashire where he teaches managerial/behavioural decision making. Previous to following a career in academia Giles coordinated the market intelligence and research strategy for the CallNorthWest project. Giles has published in the fields of pedagogy, customer management and call centre management. His research interests now are firmly located in the study of teams and how they craft their work to make it more meaningful. His most recent study on the impact of collaborative job crafting behaviours in call centre teams was published in the Journal of Organisational and Occupational Psychology. In his spare time Giles coaches an under 9’s village football team. Coaching the football team is causing him to lose his hair at a rate he finds quite alarming.

12:0012:20

AI and Self-Service AreThe Future of CX. But in Which Use Cases Will it Deliver Most Value? Paul White, Director of Customer Engagement, IFS World The potential for AI and virtual assistance is vast but knowing how to develop an effective customer service AI strategy can be confusing. This session will explore case studies analysing how to best deploy voice and text based conversational AI in the contact centre in an inclusive strategy alongside human assisted service. Paul White, Director of Customer Engagement at IFS World, joined mplsystems as CEO in May 2005. Paul has spent the last 25 years working in the customer service industry and is one of the pioneers of the creation of affordable CRM and contact centre solutions. Prior to joining mplsystems Paul was the founding CEO of BT Contact Central, which, over 4 years, grew into a global business across UK, Europe and Asia Pacific. Whilst at BT, Paul was responsible for designing some of the largest CRM and Customer Service solutions in Europe and had major roles in systems architecture, product management and sales.

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In this presentation I will present the results of a training intervention that was designed to increase the degree to which teams engage in pro-active collaborative behaviours. The results were quite surprising. We found that the training intervention was only effective for teams whose members sat in close proximity. In this presentation I will discuss the important role that team member proximity plays in collaboration and how we can design work to overcome the barriers of distance.


CONFERENCE PROGRAMME 12:2012:40

Disappoint The Hackers and Delight Your Customers Tony Smith, Sales Director, PCI-PAL Obtaining PCI DSS compliance can be a daunting prospect, but it pales in comparison to maintaining it. To keep what you have earned, whilst maximising customer experience, requires forethought, planning and, most importantly, on-going effort, but there are simple steps that can be taken to help ensure success whilst simultaneously limiting your responsibility. Join Tony Smith, Sales Director, EMEA of multi-award winning PCI Pal to hear how gaining and keeping PCI DSS compliance, whilst limiting the effect on the customer journey, is vital for any Contact Centre that handles cardholder data. Tony’s experience in customer management and IT spans over 25 years – years that have been shaped by rapid change, the rise of digital channels, the emergence of cloud computing and a re-writing of the rules for customer engagement in an increasing and diversely regulated environment.

DAY TWO

Tony’s career has tracked these developments and brought him to PCI-PAL in November 2016, where he is the Sales Director for EMEA. PCI-PAL is a suite of solutions designed to help run your customer contact operations in adherence with the Payment Card Industry Data Security Standard (PCI DSS). PCI-PAL solutions have been developed for the contact centre market by a team of contact centre specialists. Before joining PCI-PAL Tony excelled in a number of business development roles with market leading organisations including BT Global Services and Dimension Data, where he delivered cloud-based contact centre solutions for leading players in the public and private sector. Tony specialises in helping organisations achieve their customer engagement ambitions by deploying innovative technologies that extend the art of the possible.

THE FUTURE OF CX 12:4013:00

Aston Martin Case Study: The Power Of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin Aston Martin prides itself in creating an individually crafted car to match each owner’s requirements. Gerhard Fourie explains how the brand is building an engagement plan that feels as bespoke as the brand’s hand built cars. Gerhard Fourie is the director of marketing and brand strategy for Aston Martin and is he responsible for global marketing, CRM and the definition and evolution of the Aston Martin and Lagonda brands. Before joining Aston Martin in 2017, he was the general manager for global brand strategy at Nissan. Gerhard joined Nissan in South Africa and worked in a number of marketing and communication roles, including a two-year secondment to TBWA. He moved to Japan to work from Nissan Motor Corporation’s headquarters in 2007, heading up marketing and brand management in emerging markets. In 2011, he took charge of global brand strategy and continued to work from Japan until moving to the UK in 2013 when a satellite office was opened in London. Gerhard holds a masters degree in industrial and applied psychology from the University of Johannesburg.

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CONFERENCE PROGRAMME 13:0013:20

Oxford International Education Group Case Study: Opportunities to Influence The Customer Experience in a Digital Age Natasha Traynor, Group Marketing Director, Oxford International Education Group Today’s savvy customer expects a sophisticated multi-channel marketing approach, yet brands miss opportunities to provide a full customer experience by focusing on one channel over another. This presentation will look at how brands in the international education space (a key sector in the UK) can utilise their digital platforms to reinforce traditional marketing messages to exceed customer expectations and the customer experience. Natasha Traynor is the Group Marketing Director of Oxford International Education Group. Natasha is responsible for brand and position, online and digital communications, digital lead generation, marketing support for departments, market and customer insight and public relations across the entire Oxford International product portfolio.

Whilst a member of the Junior League of London, Natasha co-created the Little Black Dress Initiative, a social media driven poverty awareness fundraising campaign, which has gone on to raise over £100,000 since it was established in 2014.

13:2013:40

Sun Finance Case Study: Customer Care - The New Marketing! Zane Rudovska, Head of Customer Care & Sales, Sun Finance Group What does it mean – Customer care – the new marketing? It is all about warm customer onboarding, being there for the client (right place, time, people & information), easy and smooth process (maximally automatized where possible), delivering the experience and making WOW effect for the client and increasing word of mouth, and lastly – brining the revenue with all of those actions for the company! On one hand, companies want to increase customer experience, however, in real life there is always an open question about resources and automation since Customer Care are one of the biggest departments and cost elements. Usual questions from CEOs are – can we cut the Customer care team and replace it with some bots or smart technologies? This presentation is going to be about probably be one of the fastest growing online lending companies in Europe called SunFinance Group, where one of its main priorities is Customer Care and its excellence. You will hear the case study – how to balance the automatisation/optimisation with human effort? How to step by step establish a call center where operations are effectively managed and both are achieved – automation and great customer experience, which at the end as well generates money. Areas of expertise – Customer care, direct sales, telemarketing and operations in Fintech companies. Has been in Customer care over 10 years. Cooperated with several markets to assure Customer care business goal achievement, improving processes for customers and agents, created standards and main KPIs. Launched operations in several markets across Europe, Asia and Latin America. Developed direct sales as a great channel to generate more money by using Customer care teams who can deliver millions across Group markets. Has always found a potential in existing customer portfolio and showed to markets how to utilize it in a smart way! Believing that Customer care is the key for sustainable business. In love with new strategies, CX improvements and innovative technologies how to drive customer care and make it more effective. Passionate about challenges ahead & being sure that openness and communication within the team is the best tool to make things happen!

13:4014:40

Lunch and Networking

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Originally from California, Natasha holds a Bachelors of Arts in Political Science from UCLA. She sits on the Board of Governor’s at a local primary school and volunteers with the Junior League of London. She is passionate about education as a vehicle for social mobility and the local and global eradication of poverty. Natasha will begin MBA studies at CASS Business School in September 2018.


2 TI

FUTURE OF THE CONTACT CENTRE 13 FEBRUARY 2019 VICTORIA PARK PLAZA I LONDON CONTACT CENTRES ARE IDEALLY PLACED TO BECOME THE BEATING HEART OF AN ORGANISATION DON’T MISS THE UK’S BIGGEST EVENT OF ITS KIND – BACK FOR ITS FIFTH YEAR IN 2019 With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365. For this reason, we’ve gathered experts in the field from an array of world-class organisations who have already successfully transformed engagement, and they’re excited to help you do the same. Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.

2018 SPONSORS

ContactCentreConference.com

CKE

£99

TS

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CONFERENCE PROGRAMME

HALL CHAIR: Cathy Brown, Operations Director, Employee Ownership Association

EVOLUTION OF VOC ACROSS THE ENTERPRISE 11:4012:00

Lowell Case Study: Changing Perceptions: Engaging a Reluctant Audience Sarah Sargent, UK Director of Customer Experience, Lowell Collecting payments is unlikely to be the part of any customer engagement that builds relationships, but when collecting payments is your business how do you engage effectively with an audience that doesn’t want to? As Europe’s 2nd largest credit management services companies, Lowell has a relationship with about 1-in-5 UK adults, none of whom have actively chosen to be a customer. Every person that Lowell works with has either had a debt with another company that’s been bought by them, or is being collected on behalf of the company by them. Good customer engagement in debt collection? Well, Lowell shows it works. As an Investor in Customers Gold winner for the last 4 years, Lowell’s customer-focused approach has seen their NPS score rise from +25 to +44. The success translates beyond feedback in to discernible business results too: collections have been consistently ahead of forecast across varying economic conditions, contracted repeat business from clients accounts for more than half of that written, and income growth has been consistently in double digits.

Sarah’s career in customer engagement spans more than 15 years. In that time, she has designed and developed strategies to drive improvements across customer experience, revenue, efficiencies and employee engagement with major brands such as AXA, Co-Op, O2 and GE Capital. As UK Director of Customer Experience for Lowell, Europe’s second largest credit management company, Sarah sets the CX strategy that helps its customers improve their financial wellbeing. In her time at Lowell, they have achieved Investor in Customers’ Gold standard four years running and seen their NPS rise to +44.

12:0012:20

Driving Customer Experience Where It Matters - At The Local Level Douglas Mancini, Vice President Sales Emea, Critizr More and more sales are moving online. How can retailers compete? Their best chance is to make the difference by upgrading the customer experience in store. Discover how Carrefour, Perfumerie Douglas and Flunch are disrupting retail CX by putting humans first again. This session will give you the key to drive your success at the most relevant step of your customer journey: the point of customer experience! Douglas Mancini has focussed his entire career on Customer Experience. After gaining first hand experience starting his own retail experience he trained as a GE SixSigma Blackbelt where he learned and embraced the concept of ‘Voice of the Customer’. Since then Douglas has made Customer Experience his ‘job one’, “To me it just makes good sense to listen to your customers feedback to continuously improve and adapt your customer’s experience to not only delight your existing customers but also innovate products and experiences for tomorrow” Douglas now is responsible for sales at CRITIZR the worlds only truly Local and Complete Customer Feedback Platform ‘Operating at the point of CX’

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Lowell’s customer relationships are not about growing long-term engagement and repeat sales. The goal is to help people understand they can get their debt under control, and to help them do it. Engagement is about quickly building understanding and trust in order to identify the most appropriate way forward for each individual then delivering that for them. To build trust quickly takes the right culture. In the process of achieving full FCA approval (which it achieved in June 2017) Lowell launched colleague engagement including FAIR – which brought together all its best practices, with the simple approach of being Focussed, Accessible, Informed and Reasonable. To support that, reward and recognition have also been aligned to delivering a quality customer experience. Operationally, the focus has been on delivering the services in ways that matters most to customers – that take away the fear and often shame of dealing with debt. This has seen changes to letters and email adjusting the style and tone of voice, which now focus on informing and creating/continuing conversations, self-service and flexibility on payments, and agents empowered to drive positive outcomes for customers.


CONFERENCE PROGRAMME

12:2012:40

Save The Children Case Study: How Failure Can Make You Better at Engaging Audiences Julia Barbosa, Special Projects Lead, Save The Children Examples of success are all around us. But it’s often when things go wrong that companies can learn the most. This session highlights the power of learning from failure, providing participants with three case studies that will challenge participants to think differently: through making a public commitment to be audience-first; applying personalisation to improve the customer experience; and increasing engagement through relevance. When significant changes impacted the charity sector, Save the Children responded by making customer engagement a priority. This session shows that companies may not able to change external circumstances. But they can choose how to respond. Julia Barbosa is a marketing and business effectiveness specialist, with a consistent track-record of leading people and organisations through change, equipping others with tools and skills to thrive. She is currently Special Projects Lead at Save the Children, where she leads strategic projects, focusing on driving engagement, CRM and customer experience. Julia speaks and writes about personal development, the learning power of failure and happiness in the workplace.

DAY TWO

CUSTOMER AND EMPLOYEE ENGAGEMENT - PART TWO 12:4013:00

South Eastern Railways Case Study: Making The Difference Alvin Jackson, Customer Experience Advisor & Diane Burke, Commercial Director, South Eastern Railways South Eastern is one of the UK’s biggest and busiest commuter railways, carrying more than 640,000 passengers per day from Kent and East Sussex – that’s more than 170 million passenger journeys every year. We employ over 4,000 people to operate over 2,000 trains a day, serving 176 stations and covering 540 miles of railway infrastructure. We established an engagement programme called ‘Making the Difference’ to define and implement best practice standards across customer facing roles including conductors, drivers, on-board managers, gateline and platform staff. At both an individual and team level the initiative has made it easier to recognise excellence and to identify areas for improvement. As a result, Southeastern is well on its way to delivering its best ever customer experience in 2018. Diane and Alvin will talk about how we set up and developed the programme, how we used journey mapping and customer insight to develop frameworks and how we built buy-in and engagement with front-line staff through co-creation. Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

Diane is an experienced and successful driver of change, resulting in improved employee engagement, customer experience and commercial performance. She has worked across a number of sectors including retail, media and transport. Diane is able to engage and inspire colleagues through collaboration and building relationships across the organisation, in pursuit of a common vision. She is currently working with Southeastern Railway to deliver their best customer experience.

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CONFERENCE PROGRAMME 13:0013:20

Engage For Success: It’s The People, Stupid Jo Moffatt, Core Team Member and Radio Show Co-Host, Engage For Success Jo will take a romp through the back catalogue of employee engagement and what motivates us in the workplace. Drawing on the work of behavioural scientists and authors such as Heskett, Pink and MacLeod and illustrated with real world examples, she’ll explore the intrinsic link between employee engagement and customer engagement. She will argue that successful organisations put their people at the heart of their decision making and make it their business to deliver their brand consistently at all touch points inside and out. She will demonstrate “Four Enablers” – the traits that high performing organisations share – and how they are the key to effective customer engagement. Jo has been closely involved with the Engage for Success movement as a volunteer since its launch in 2012. She sits on the Core Team and hosts the weekly Engage for Success radio show. Now in its fifth year, EFS radio draws guests from across the engagement world with interesting stories to share. The Engage for Success agenda is absolutely aligned with Jo’s vision ‘to make workplaces better places to be’. Jo’s ‘day job’ is MD and founder of Woodreed, a specialist ad agency who use the tools, techniques, creativity and insight of the advertising world to engage employees inside organisations. Jo is passionate about brands and their power to move people. She is equally passionate about employee engagement and its vital role in delivering a high performing organisation. Put the two together and she becomes almost evangelical about the power a well-positioned and consistently delivered brand has as a catalyst for employee engagement and business success.

13:2013:40

London Zoo Case Study: Value Added Organisational Development on a Shoestring

Inconsistent engagement with training and development is not a new or unique issue. Nor is wasting effort on laborious processes for little return or even patchy management accountability. Find out how we addressed engagement at ZSL and increased our value as a new OD function. We made assumptions but made sure we validated them. We ran mini focus groups with training groups and we reshaped our infrastructure to work more collaboratively. The results?? We’ve certainly whetted appetites and we are at full capacity delivering impactful interventions. Teresa loves people and she is passionate about employee engagement and development. She is practical and commercial OD and HR professional with a track record of international strategic and operational roles. Over the years she has gained experience across a broad spectrum of HR disciplines including learning and development, business partnering, talent management, employee engagement, employment relations, change management, HR setup and management, resourcing, remuneration, global mobility and business expansion/restructuring. Teresa has advised corporate and management teams, managed cross cultural/remote teams and has a proven record of achievement and delivery of complex and regional HR projects. She has also been a coach to external clients in fee earning roles across various sectors. Her strengths include strategic business partnering, project delivery within tight timescales and consistently exceeding demanding service standards, resilience to work in a demanding environment with the ability to manage and drive forward change, exceptional interpersonal and communication skills both verbal and written.

Nichola has over 20 years’ experience in the OD arena in both public and commercial sectors. Before joining ZSL, Nichola managed teams in an airline introducing values based performance frameworks, as a Management Consultant providing high level facilitation to complex programmes and as a senior manager in the Big Lottery Fund leading the operational training function and culture change programmes following the merger of 2 funding organisations. More recently Nichola worked at the Natural History Museum leading culture change and talent management programmes and at Catalyst Housing Group leading employee engagement and achieving a coveted place on the Times Top 100 Best Companies. Nichola with her team at ZSL is responsible for the development of people, employee engagement, leadership development and performance management. Nichola is a qualified coach with the University of Edinburgh Business School, a fellow of the Chartered Institute of Personnel and Development (CIPD) and has an MSc in organisational psychology.

13:4014:40

Lunch and Networking

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DAY TWO

Teresa Chandler, Senior HR & Training Business Partner & Nichola Stallwood, Head of Organisational Development, ZSL


22ND MARCH

HILTON LONDON HEATHROW

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences across a wide range of topics in a structured professional environment. The Engage Focus Groups are designed to offer a platform for like-minded professionals to engage in detailed discussion and ďŹ nd solutions to some of the most pressing issues and challenges facing the industry.

2018 SPONSORS

EngageFocusGroups.com


CONFERENCE PROGRAMME HALL CHAIR: Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard

CUSTOMER ENGAGEMENT TRANSFORMATION - PART TWO 11:4012:00

Scania Case Study: Digital Transformation in The Used Truck Market Arif Jafferji, Business Development, IT and Marketing Director, Scania Dr Jafferji will discuss his role of Digital Transformation Lead and how his role of both Marketing and IT Director is beneficial. In this presentation he will focus in particular on the launch of the Scania used vehicle mobile application. Arif will focus on the context of the application within the business, its impact on internal operational efficiency as well as the significant improvement to customer experience and the ability to showcase our vehicles directly to our customers instead of relying on third-parties. He will also cover the challenges faced during the concept stages as well as implementation and the key lessons learnt, which can be applied to any business. Dr Arif Jafferji is Business Development, IT and Marketing Director at Scania (Great Britain) Limited. He is also Digital Transformation Lead and Member of the Executive Team and has been with the company for just over six years. Overseeing a team of around 100 professionals within the business, Arif’s areas of responsibility include: marketing and brand strategy and execution, events, customer experience, CRM and business intelligence and the complete IT function of the business – with a strong focus on Digital Transformation, using technology for business advantage. Highly strategic, extremely innovative and output orientated, Arif is passionate about the re-engineering of processes to increase efficiency as well as enhance the customer experience. He enjoys combining traditional and digital platforms for an integrated and effective approach. In education, Arif graduated from the University of Oxford with a BA MA First Class honours degree in Chemistry and went on to gain his Doctorate in Biochemistry and Biophysics there too. Previous positions held include Head of Strategy and Operations and Head of Customer Franchise and Marketing at Barclays Plc and positions at the Strategy group at PricewaterhouseCoopers.

National Express & Limitless Case Study: Using Crowd Service® To Deliver On-Demand Customer Support Vinay Parmar, CX & Digital Director, National Express & Roger Beadle, CEO & Co-Founder, Limitless In this engaging session, you’ll see how National Express utilised the Limitless Crowd Service® platform to connect with their most engaged customers and reward them for providing on-demand customer support. This innovative freelance and AI based service model leverages the customer’s native knowledge and passion for the brand, to facilitate highly personalised peer to peer conversations. You’ll see evidence of how this crowd sourced service model helped National Express manage planned and unplanned spikes in demand, thus easing the pressure on its contact centres. You’ll further see how the Crowd Service® programme helped National Express reduce cost to serve, accelerate response times and boost customer advocacy. VinayParmar is responsible for leading a talented team at National Express who are tasked with positively transforming the perception of coach and bus travel. Through driving excellent service throughout the customer journey, Vinay’s team have delivered significant improvements in customer satisfaction, NPS and Trust Pilot ratings. Whilst an ambitious digital change programme has resulted in improved conversion, increased revenue and an enhanced UX. Over the last 23 years Vinay has worked for and consulted with brands in the Financial Services, Telecom, Automotive and Travel sectors inspiring fresh thinking and leading transformation primarily in the Customer Experience space. Roger Beadle is an entrepreneur and business leader who is passionate about reinventing how customer service is delivered. Roger is passionate about addressing the biggest challenges in the contact centre industry and co-founded Limitless to help tackle issues of low pay, high attrition and accessing new talent. The Limitless Crowd Service® platform enables companies to attract and reward highly skilled freelancers, providing amazing service to others at a significantly reduced cost. Previously, Roger helped build one of the largest privately-owned outsourced contact centre businesses in Europe, before selling it to the global conglomerate, the Hinduja Group. He was also a founding shareholder of Semafone, the leader in PCI compliant security solutions for contact centres globally.

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DAY TWO

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CONFERENCE PROGRAMME

12:2012:40

Business Stream Case Study: Customer Engagement Transformation – ‘The Journey to Customer First’ Caroline Black, Head of Customer Strategy & Experience Management, Business Stream At a time when our customers voices can be heard louder than ever before, its vital businesses are able to adapt to and thrive in this new customer empowered world. Fast growing, ambitious businesses are often the ones hailed as getting it right in the new world, they’re ‘putting the customers at the centre of everything’ by co-designing leading edge technology and customer journeys targeted at delivering seamless, effort free customer journeys. However, when we step back and hold up the mirror, are we genuinely transforming our customers end to end experience and driving better long term engagement, or are we simply creating new journeys which will eventually have the same pitfalls and challenges as the old ones. The journey to genuine, long term customer engagement needs to incorporate not just a customers experience with a business on the outside but the experience colleagues and customers have on the inside of a business. Hear about how to approach customer engagement transformation in a holistic but achievable way from Caroline Black, Head of Customer Service & Experience Management at one of the UK’s fastest growing Utilities Providers. Caroline is a passionate customer champion with experience working in multiple industries including Contact Centre Outsourcing, Financial Services and Utilities. With a background in behavioural psychology and analytics, Caroline’s approach is focused on using customer insight to help businesses deliver measurable improvements to their customer journeys. Caroline has led award winning customer experience transformation in various roles across Marketing, Proposition and Operations, each time using a customer insight led approach to deliver successful business change and bringing the business with her on the journey towards building a customer first culture. She currently leads Customer Services for Business Stream, the UK’s 4th largest B2B water retailer and is leading a transformational customer experience strategy aimed at ensuring they become the No.1 water provider for B2B customers in the UK.

DAY TWO

INTERNAL COMMUNICATIONS PART TWO 12:4013:00

Laing O'Rourke Case Study: Visible and Felt Leadership – Harnessing The Human Stories of Laing O’Rourke Sam Bleazard, Head of Internal Communication, Laing O'Rourke The construction industry is changing – having emerged from a damaging recession a decade ago with a continuing image problem, an influx of young, talented engineers now mix with decades of established knowledge and experience on-site. How do you engage such a diverse demographic against a backdrop of political and economic uncertainty, where a shortage of resources still exists and new thinking, new skills and technological innovation are required? Drawing on 5 years’ experience of the sector, Sam Bleazard will share his thoughts on the human stories of Laing O’Rourke, belief in a family business, but also the inspiration required to leave a legacy for the industry and generations to come. As Head of Internal Communication at global construction and infrastructure group Laing O’Rourke, Sam Bleazard is part of team who continue to challenge industry norms and corporate thinking, taking a 360 degree approach to employee engagement, while keeping the organisation’s complex and exciting construction projects at the heart of the business. Starting his career at Royal Mail Group, Sam spent over 20 years working with diverse audiences and leadership teams both in the UK and internationally. With spells in central government, FMCG, Retail and Marketing he is dedicated to simplicity and immediacy in communication, and supporting leadership authenticity.

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CONFERENCE PROGRAMME 13:0013:20

Anglian Water Case Study: Using The Customer’s Perspective to Drive a Successful Employee & Customer Engagement Campaign Louise Oliver, IMDS Project Manager, Anglian Water We have demonstrated the success of a highly engaged strategy, achieving key benefits for both customers and our organisation. Our project headline was to demonstrate commitment to our Corporate and Social Responsibility charter: Achieving the right outcome for our customers and the environment. The planning and implementation of the campaign was complex, needing commitment and buy in from our Customers and both internal and external stakeholders. Through a rigorous project management approach with ambitious targets and time lines, we achieved fantastic results: Our targeted customers could genuinely pay less for their water usage and could better monitor it moving forward. As part of the incentive to customers to switch to a metered status, we (at our cost) refunded any backdated difference. The feedback from customers around this one off payment and what they could save moving forward was very positive. Successfully delivering on this project also allowed us to work towards a key OFWAT Outcome Delivery Initiative (ODI) around reducing the Per Property Consumption (PPC) by 7 litres per day. We have achieved our stretch target of 30,000 customer switches whilst maintaining our top position in SIM by demonstrating excellent customer service throughout. Louise Oliver CMgr MCMI is an experienced business change and transformation Project Manager with Anglian Water. Recently Louise successfully led an ambitious, time-limited campaign promoting savings through better tariffs to over 25,000 eligible customers, achieving a 1 in 3 switch rate. This was realised through excellent team work, high employee engagement and a convincing message to customers. The campaign is shortlisted in two categories at this year’s Engage Awards.

13:2013:40

Nationwide Building Society Case Study: Transforming Operational Communications Heather Mustafa, Senior Project Manager, Nationwide Building Society

At Nationwide Building Society, our operational communications, has led us to take a complete end to end look at what we do and at how we can deepen engagement with our multiple audiences. I’m sure all of us would agree, great communication is an essential employee engagement too and vital to the successful implementation of change. When done at its best, it drives understanding, belief, and action, which then generates the desired outcomes. At the conference I’ll be sharing with you some insight in to the journey we’ve been on. I hope you find it both interesting and insightful. Heather’s passion and belief in Nationwide has meant she has worked there for over 20+ years. Predominantly her experience has been centred around supporting the frontline channels and she’s had a variety of roles giving her a wide breadth of experience from strategy to employee engagement. Heather is currently Channel Enablement Lead Manager, where her primary responsibility is to develop the strategy and lead the operational communications function that supports our frontline colleagues across the UK (circa 8,000 people). Supported by a great team, it is an interesting and challenging role. They are continually looking to ensure their communication methodology compliments the agile working environment of our people and is an enabler to them delivering an excellent member (i.e. customer) experience.

13:4014:40

Lunch and Networking

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DAY TWO

Communications is incredibly complex, understanding our audience and connecting with them has become increasingly challenging as we’ve seen: • The speed and amount of change increase • A more agile and flexible workforce • Greater use of digital channels in the workplace and as a method of communication • A changing dynamic of the workforce


CUSTOMER ROBOTICS AND AI 4 APRIL 2019

WATERLOO PARK PLAZA I LONDON HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTH The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI). Our Robotics and AI in Customer Engagement Directors Forum will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers. Delegates at the event will hear from global experts, leading edge technology companies and also from organisations implementing robotics and AI strategies in the field of customer engagement.

2018 SPONSORS

CustomerRoboticsandAi.com

2 TI

CKE

£99

TS

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CONFERENCE PROGRAMME HALL CHAIR: Nicholas Brice, Team Brighton Lead, American Express Community Stadium

ENGAGEMENT IN RETAIL

11:4012:00

Just Eat Case Study: Customer Experience Starts With Your People Iselin Lovold, Group Head of Restaurant Operations, Just Eat Like all service companies, Just Eat is a people business first and an online food delivery business second. In order to thrive, the employee who delivers the service needs to feel pride in their work, in their team and supported in their ability to positively impact customer experience. In this talk, we will explore the ways in which you can drive exceptional dialogue and employee engagement in order to unlock brilliant customer service. Finding solutions to complex business challenges gets Iselin really excited. Be it growing a small business from point A to point B, implementing a new technology into a global organisation, or integrating a new business model into a going concern – the elements that successfully drive change are universal. The complex set of stakeholders, the narrowing down and alignment of priorities, objectives and goals; uncovering and deciding on the path forward, whittling down the plan of action items, and finally the beauty of execution and implementation. Like a business sculptor chiseling away at the yet unformed project rock, the brand of change management she subscribes to is as much an art, as a science.

12:0012:20

Marks & Spencer Case Study: Natural Language Processing (NLP) Transformative Developments. Chris McGrath, IT Programme Manager, Marks & Spencer This session will provide a practical view of implementing Natural Language Processing (NLP) transformative developments. The session will walk through a key programme in Marks and Spencer by which the method for handling calls to all M&S stores was transformed from a Switchboard service to an automated NLP solution. Chris is a TCS consultant that leads IT delivery for the Contact Centre and digital voice engagement at Marks and Spencer.

DAY TWO

12:2012:40

Panel Discussion Iselin Lovold, Group Head of Restaurant Operations, Just Eat Chris McGrath, IT Programme Manager, Marks & Spencer

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CONFERENCE PROGRAMME CROSS SECTOR CUSTOMER AND EMPLOYEE ENGAGEMENT 12:4013:00

Belron Case Study: Self Service & The Vanishing Customer Sean McMahon, CRM Digital Solutions Manager, Belron International Self-service is on the rise and that is great for business efficiency. If we reach the apparent utopian position of 100% self-service, what will we know about our customers? Will our only ‘in person’ contact be with the technician and if so will he have all the information to personalise the work around the customer type and service constraints? With the ‘vanishing customer ‘ in mind, Belron (Autoglass et al) have implemented a global event collection system across all customer-facing and internal systems. When a customer related event happens we collect and store the event. These events are mapped to create a customer journey and this is then mapped to an identity or to an anonymous customer. I have described this as the ‘whole customer conversation’. Not only do we collect information, we can take actions on the individual events we see or make an actions plan based on the whole sequence allowing us to interact over all of our comms platforms and digital personalisation tools. We are currently trialling AI tooling to take immediate action for a number of important conditions and scenarios in real time as the customer profile emerges. Short-term, we see ourselves being 5 years ahead of the competition, needing fewer but better quality acquisition marketing skills and really able to offer digital personalisation. Medium-term, we will be reducing our staff and customer effort while improving their respective experiences. Long-Term, we are looking to offer our customer the ability to reuse the customisation and personalisations we need to have to do their job. This could include availability, communications preferences, logistics preferences and access considerations provided to and owned by them on their own block-chain portal.

Sean is a CRM specialist and thought-leader in the field of customer contact.

DAY TWO

His client portfolio includes RBS, ABN Amro, Barclays Capital and Coutts. He gained momentum at the height of the personal computing revolution and implemented solutions to create personalised services within traditional business models. As CRM systems became more commonplace, Sean headed projects in CRM Case Management and Property Maintenance systems for Victim Support, Witness Service and the RCFA. He is now back on the international trail with Belron, the brand owner for Autoglass, Safelite & Carglass. Sean’s work is driven by a passion for service perfection. With a new tool kit afforded by SaaS and of course, the smartphone explosion, he enjoys being at the cutting edge of service transformation. Customer engagement, enablement and ease of use are his primary focus. And if the old doctrines look like they may get in the way of customer service perfection, they are ripe for a shakeup. At present, Sean is driving a global connected-customer approach. He is forming strategies to keep customer conversations ‘front and centre’ and working with international business teams to raise their thought trajectory around voice, data and contact technologies.

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CONFERENCE PROGRAMME 13:0013:20

Policy Expert Case Study: The Evolution of Customer Experience Tom Cleaver, Customer Excellence Team Manager, Policy Expert Policy Expert have reinvented the customer experience of an insurance broker. The fastest growing home insurer today will be presenting the evolution of customer experience, how it has continued to evolve and change how customers interact. We will be demonstrating why CX is so important to the business, including, how we have introduced Customer Experience into our operations, overcame the challenges and been able to drive the positive impact it has made for the business and our customers. Tom has worked with Policy Expert for over 5 years and has reinvented the way Policy Expert thinks about how we engage with customers and view their experience. He is responsible for Policy Expert’s Customer Excellence department, constantly looking at how they can improve on their customer journey. A ‘Rising Star’ in the industry, he is bringing a strong passion and enthusiasm for Customer Experience

13:2013:40

How Employee Engagement in tcs is Helping the Organisation’s Business Transformation Journey Ramkumar Chandrasekaran, HR Director, Tata Consultancy Services Tata Consultancy Services is an Information Technology Services and Consulting company. It is one of the largest IT services provider in the world with close to $20 B Annual revenue, 400000+ employees and operations across the globe. The technology revolution that is unfolding now has disrupted a lot of Industries and IT services industry is no exception. The technology changes led by Cloud, Artificial Intelligence, Mobile technologies etc disrupted the business model and the way projects were delivered. The industry had scores of software engineers who had spent their entire careers in working in technologies that were suddenly redundant. People with new skill sets were required to assist in cloud migration, enabling a mobile first strategy and using AI for business decisions for various customers worldwide The TCS engagement story is all about how the organization communicated the agenda for change shared a positive narrative of change galvanized employees and built competencies for all their employees at a scale and pace that has been ever been done before. If the first year, TCS boldly set a challenge of reskilling 1, 00,000 of its employees in Digital technologies. In the next 3 years the entire workforce was retrained in Digital. The business outcomes of this exercise was also fantastic. This was achieved through reimagining learning models, engaging in active dialogues with the employees, extensive mentoring and getting the employees to be part of the change.

13:40

Lunch and Networking

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DAY TWO

Head of Human Resources with a demonstrated history of working in the information technology and services industry. Strong human resources professional skilled in aligning HR strategy to Business. Talent Management, Employee Engagement, Staffing, HR Policies, and Compliance.


FOCUS GROUPS

LEVERAGING ARTIFICIAL INTELLIGENCE, ROBOTICS AND IOT IN YOUR CUSTOMER ENGAGEMENT CENTRE

DAY ONE

Join this discussion to discover how to: • Leverage emerging technology to enhance the customer experience • Take a customer-centric approach to product development

As a Principal Solutions Architect, Sathya is one of the most senior technical individual contributors within the Solutions Consulting team. Based in London, he is responsible for partnering with the Sales Vice Presidents and Solutions Consulting team to build relationships and develop deep architectural and technical solutions for customers and prospects.

Sathya Srinivasan Appian

Sathya has over 20 years of experience working with various IT technologies and organisations. In Appian, Sathya has been a Principal Architect for the Professional Services responsible for Architecting and delivering Appian solutions. He has worked on projects across the globe, including Europe, Middle East and Australia.

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

FOCUS

GROUPS

These focus groups will be held on Day One at: 11.00 - 12.00 14.05 - 15.05

POWERED BY

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FOCUS GROUPS

RETAIL FOCUS GROUP – 10 WAYS TO IMPROVE YOUR RETAIL CONTACT CENTRE

DAY ONE

Packed with measures and metrics, the Retail contact centre is ripe for performance improvement – but many Retail businesses fall short on practical ideas for achieving it. Join this session and discover 10 ways to improve your contact centre and deliver exceptional CX!

This focus group will be held on Day One at: 11.00 - 12.00

Brendan has over 25 years of experience in the customer service industry, in both business and technical roles. This broad experience has allowed him to see first-hand the importance of both customers and organisations delivering consistent omnichannel customer experiences. Brendan Dykes Genesys

FINANCIAL SERVICES AND INSURANCE FOCUS GROUP - 7 STEPS TO BETTER CX Today’s consumer has a wealth of choice in the way they interact with Financial Services companies. It’s not possible to to provide the joined-up customer journey the consumer is looking for with incomplete tools to manage it. Join this session and discover 7 steps to deliver seamless customer journeys and exceptional CX.

FOCUS

GROUPS

This focus group will be held on Day One at: 14.05 - 15.05

POWERED BY

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FOCUS GROUPS

BE POSITIVELY DISRUPTIVE BY UNITING HUMANS WITH AUTOMATION

DAY ONE

To survive in today’s increasingly competitive customer landscape, businesses have seemingly flocked in droves toward the latest tech trends such as AI (artificial intelligence) and chatbots. So much so that it seems companies are enforcing technology solutions at every opportunity. Amid all the talk of technical advancement, we seem to forget about the human factor. That specialised personal touch that only people can deliver to consumers no matter the channel of engagement. Hear from TTEC’s Iain Banks, VP International Markets as he discusses that the future of CX is a union between technology and humanity, a balance between the two that creates seamless integrations across channels. Discover how having a human approach strengthened by technology wins customers and creates loyalty.

Iain Banks

Ian is responsible for developing and delivering TTEC’s European business plan for sales, marketing and solutions. With more than 18 years in the Global BPO/Contact Centre environment Ian has a proven track record in delivering business results including: new logo sales, organic account growth, strategic account directorship and strong operational relationships. He specialises in bringing deep industry expertise and a thorough understanding of the evolving customer experience market. This enables him to fully understand his clients’ mission, vision and challenges.

TTEC

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

FOCUS

GROUPS

These focus groups will be held on Day One at: 11.00 - 12.00 14.05 - 15.05

POWERED BY

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FOCUS GROUPS

HOW DO YOU ENSURE YOUR CUSTOMERS GET THE ANSWERS THEY NEED?

DAY ONE

Customers reach organisations through a variety of channels in search of an answer to a question, support or sales. What are the processes and procedures in place to ensure customers receive accurate and consistent information in every interaction? During this round-table we will discuss the key challenges, what organisations are currently doing and explain how they can do it even more effectively.

Doron has many years of experience in the field of customer experience serving our clients and global partners as our Chief Solution Architect. In this role he has visited large international enterprises around the world from Manila to Arizona, sharing insights, training, presentations and product demonstrations. Doron holds an MA in Land Economy from the University of Cambridge. Doron Gower

Ilay Rennert

KMS Lighthouse

KMS Lighthouse

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

FOCUS

GROUPS

These focus groups will be held on Day One at: 11.00 - 12.00 14.05 - 15.05

POWERED BY

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FOCUS GROUPS

THE REALITY OF VOICE OF THE DAY CUSTOMER IN THE UK TODAY: TWO WHAT ARE THE CURRENT CHALLENGES AND BEST PRACTICES? Customer experience is the key differentiator and vital for gaining greater loyalty, higher revenues, stronger brand reputation and new customers. To deliver a superior CX it is crucial to know what customers expect, what they think about your brand, and why they behave in certain ways across the customer journey. But how are UK companies managing this today? In this session, we will discuss current practices, what works and what are the biggest challenges, and then share ideas and best practices to help you deliver actionable insights to improve CX and stay ahead of customer expectations.

Steve joined Eptica in 2012 and has 20 years’ experience in the software industry developing and deploying solutions for contact centres all over the world. During his career, he has held a wide range of roles from developer to support manager, to project manager and is currently Eptica’s Product Manager for their Engagement Suite of Products. Steve Nattress Eptica

FOCUS

GROUPS

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

This focus group will be held on Day Two at: 11.40 - 12.40

POWERED BY

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FOCUS GROUPS

DAY ARTIFICIAL INTELLIGENCE TWO POWERED CHATBOTS: THE FUTURE OF CUSTOMER SERVICE Earlier this year, Google CEO Sundar Pichai stated that “AI is one of the most important things humanity is working on.” Today, Content Guru continues the discussion, seeking to answer one of the most contentious questions in the contact centre industry: How will Artificial Intelligence (AI) shape the future of customer service? Delegates will explore a range of topics, from AI in the popular imagination, through to the rise in chatbots and workforce implications. For more information, please speak to a member of the Content Guru team at stand 13.

Chris Barbour Content Guru

Chris Barbour is a Business Development Manager at Content Guru, a world-leading provider of cloud communications services. Responsible for managing the accounts of several global organisations, Chris is invested in driving growth across Asia-Pac and the US. With a background in Geology and a Masters in Reservoir Engineering from the University of Aberdeen, Chris is now an expert in customer lifecycle management, facilitating mission-critical customer services for blue-chip organisations. His passion is founded upon the impact of disruptive technologies such as AI and the IoT on the evolution of the contact centre industry.

If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

FOCUS

GROUPS

This focus group will be held on Day Two at: 11.40 - 12.40

POWERED BY

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SPONSOR

PLATINUM Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. We enable the mission critical, real-time communication applications of the world’s most important operations. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Our professional planning, support and management services teams help optimize solutions for highly reliable and efficient deployments. Contact: T: 01483 308 000 W: www.avaya.com

Blue Sky are experts in People Change that delivers improved business outcomes. Using our deep understanding of how people work, we help businesses to tell clearer stories, make stronger connections and have braver conversations – leading to a range of exceptional outcomes -from improved sales and service, to better employee engagement, to large scale transformation projects. We create experiences that engage hearts and minds and persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation. We rigidly track and measure the return on investment for every client programme, so we can say we will deliver an average ROI of around 300% +. Contact: T: 01483 739 400 W: www.blue-sky.co.uk

Simplifying how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all has helped LogMeIn grow to become one of the world’s top 10 SaaS companies with a leadership position in every one of our markets. With a platform that supports two million daily users, 200 million customer engagements and five billion voice minutes per year, we have not only capitalized on but helped invent the modern way of working – flexible, dispersed, mobile, efficient and productive. Our easy-to-use products are adopted by professionals and leveraged by small to medium-sized businesses the world over who are looking for increased insight into their customers’ journeys, simpler internal and external collaboration, and a more empowered workforce. Contact: T: 0207 851 8490 W: www.bold360.com

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PLATINUM

SPONSOR

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com

Content Guru is a leading cloud contact centre and customer engagement provider operating across Europe, Asia-Pac and the US. The company’s multi-award-winning customer engagement platform, storm®, is used by hundreds of organisations, from finance through travel to utilities, customers including NHS 111 and UK Power Networks. storm combines unrivalled scalability, fully-blended, omnichannel contact processing (including SMS, web chat and social media) with integration to hundreds of third-party platforms, allowing customers to engage at any time, from any place and on any channel. With modular architecture, organisations can ‘unlock’ new capabilities, supporting phased migration to the cloud and evergreen technology. Contact: Mr Chris Barbour, Business Development Manager T: 01344 852 350 E: CJB@contentguru.com E: info@contentguru.com W: www.genesys.com

Memorable customer experience doesn't just happen by itself. Who's helping you deliver it? At Eptica we are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving excellent customer experience and deeper insight to create value across all operations. Eptica is a leading European tech company providing intelligent CX solutions powered by AI that enable: • Automated Conversations: helping your customers to help themselves by automating simple queries and freeing up agents to handle more complex interactions. • Augmented Agents: bringing together technology and human emotional intelligence to deliver the most relevant and personalised responses. • Customer Intelligence: converting digital conversations into actionable insights that advance CX and adding value to your business. Contact: T: 0118 207 0660 E: marketing@eptica.com W: www.eptica.com

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2 TI

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£99

CUSTOMER ENGAGEMENT TRANSFORMATION 11 JULY 2019

VICTORIA PARK PLAZA I LONDON UNDERSTAND HOW YOU CAN HELP TO SHAPE AND EVOLVE YOUR BUSINESS IN THE GROWING DIGITAL WORLD With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes. It can seem impossible to keep up with customer trends and implement a winning strategy, but those who attend the Customer Engagement Transformation Conference left feeling equipped, with exclusive insights from organisations that have already transformed and are reaping the rewards of customer loyalty as a result. In previous years, we have welcomed world-class brands to the UK’s biggest event of its kind – they learned from HSBC, Metro Bank, South East Water, Accent, KoruKids, Philips, Shell, Cambridge City Council, Rayburn Tours, LV=, American Express, AutoTrader, Samsung, LEGO, John Lewis, Bruntwood, News UK and more.

2018 SPONSORS

CustomerEngagementTransformation.com

TS

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PLATINUM

SPONSOR

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 11,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering. Contact: T: 01276 457058 W: www.genesys.com

InMoment is a cloud based CX intelligence platform that helps businesses improve every customer experience by delivering insights and actions from feedback in real-time. See why Forrester named InMoment a leader in the Forrester Wave: Customer Feedback Management Platforms and why 450 leading brands across 95 countries choose InMoment - www.inmoment.com Contact: T: 0121 296 5245 E: info@inmoment.com W: www.inmoment.com

Kantar TNS has over 10,000 experts working with some of the world’s most recognisable and leading businesses in 90 countries. Our CX specialists deliver programmes that build lasting relationships between brands and their customers by helping them to navigate and activate the CX moments that matter most… avoiding those that don’t. We are part of Kantar, the world’s leading data, insight and consultancy company. Contact: Jamie Thorpe T: 020 7656 5303 M: 07557 587359. W: www.tnsglobal.com

Verint is “The Customer Engagement Company.” We help organizations simplify and modernize the way they engage customers through their contact center, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation. With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement. Together with our vast global partner network, we can help you evolve and modernize your entire customer engagement operation, while protecting your legacy investments. Together with our customers, we’re looking to the future— imagining, planning and developing innovative ways to take customer engagement to new heights. Contact: T: 01932 839500 E: info.emea@verint.com W: www.verint.com

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SPONSOR

GOLD Limitless is disrupting the customer service industry by enabling organisations to crowd source customer support. Limitless helps brands find, manage and reward ‘Crowd Service® Ambassadors’. These are the brand’s own existing loyal customers and employees – who use a simple app to answer questions posed by other customers and receive a reward for resolving them. They can dip into the app at a time and place which suits them. They can answer as many, or as few, customer queries as they like. Limitless calls this Crowd Service®. All over the world companies are seeing customer service costs spiral and the traditional customer service model is struggling to cope. Limitless addresses some of the biggest challenges faced by the contact centre industry – low pay, high attrition and access to new talent. Limitless’ Crowd Service® platform enables companies to attract and reward highly skilled freelancers, providing amazing service to others at a significantly reduced cost. Contact: W: www.belimitless.io Hawk Incentives is part of Blackhawk Network Europe, helping companies to build, sustain and extend profitable relationships with employees and customers. We offer a wide choice of reward and incentive products, supported by easy-to-use platforms and APIs. And many of our salary sacrifice and lifestyle employee benefits are easy to implement, at low or no cost. Contact: T: 0207 419 8191 E: enquiries@bhnetwork.com W: www.blackhawknetworkeurope.com

Capita manages over 100m customer conversations every year for Clients like O2, Npower, John Lewis, FSCS and the BBC. Capita transforms customer engagement to deliver market leading client satisfaction, increased product and services sales while simultaneously driving down operational costs. With over 40 years’ experience of customer management we are ranked No1 in the UK and have received 17 awards in the last 4 years alone Business Transformation We provide a relentless focus to transform our client’s businesses and make them more successful. We analyse, design and implement innovative digital technology solutions that look to optimise every part of your organisations. This can focus on a broad range of objectives from customer experience, operations, processes to technology, capabilities and people. But our team of specialists is not your typical consultancy practice, we work alongside you to solve your toughest problems and drive sustainable change. Contact: Moritz Dinger T: 07813 949645 E: moritz.dinger@capita.co.uk W: www.capita.com/transformation

We help turn customer service into customer loyalty — by making it easy for customers to get help through social, mobile channels. Today’s consumers no longer require just resolution, but also meaningful conversations, on the most demanding digital channels. Conversocial applies the disciplines of contact center efficiency with the unique dynamics of social customer engagement. We continuously innovate to help our clients turn unstructured, chaotic signals into organized, meaningful channels. Contact: T: +44 (0) 20 7045 0970 E: socialfirst@conversocial.com W: www.conversocial.com

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GOLD

SPONSOR

Critizr is a real-time customer engagement and feedback management solution. We empower companies’ VoC programmes through cutting-edge collection, processing and analysis. Our solution enables millions of feedback interactions every month with any store manager in Europe. Critizr drives the customer experience transformation across the enterprise as we partner daily with local retail outlets through the organisation all the way up to the board room. Critizr, works with the largest French companies (Carrefour, Total, Flunch, Douglas …) and transforms customer relationship in source of differentiation and growth. Critizr, disrupting retail CX, putting humans first again. Contact: Douglas Mancini, Vice President Sales EMEA T: 0203 911 7558 E: douglas.mancini@critizr.com W: critizr.com

CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, boost customer satisfaction and uplift conversion rate by leveraging chatbots, virtual assistants and in-app engagement. DigitalCX, CX Company’s customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers. With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation. Contact: T: +44 7770 888688 T: +44 7776 395578 W: www.cxcompany.com

IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains. Make every customer your best customer, with intelligent, personalised service delivery and management. Contact: Tina Ladd, Marketing Manager, IFS Customer Engagement T: 01926 623 500 E: Tina.ladd@ifsworld.com W: www.ifsworld.com/CustomerEngagement

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SPONSOR

GOLD mGage offers a mobile engagement tool enabling businesses to communicate on a personal level with customers across multiple channels. As global mobile engagement specialists, mGage harnesses SMS, voice, push, social channels and a multitude of messaging apps, to build relationships with their valued customers. With over 15 years of CRM experience, mGage expertly uses cloud-based SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally. Contact: E: sales@mGage.com W: www.mGage.com

OpenMarket helps the biggest brands in the world use mobile messaging to connect with their customers in the moments when it counts. When they need to be there and be responsive in real-time. When customer experience isn’t just a buzzword: it’s an obsession. By combining a powerful, scalable and reliable platform with a deep understanding of how text messaging can transform business processes, OpenMarket works with enterprises to roll out timely, useful and context-sensitive mobile messaging at massive scale. OpenMarket is an Amdocs company and is headquartered in Seattle, Washington, with regional offices in Detroit, London, Sydney, Guadalajara and Pune (India). Contact: Craig Rutherford T: 0801 438 753 T: 020 3733 4579 E: Craig.rutherford@openmarket.com W: www.openmarket.com

PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. We are the only true cloud provider able to deliver solutions globally. Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations. With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance. Contact: Tony Smith, Sales Director, EMEA E: info@pcipal.com W: www.pcipal.com

Selligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform. With 10 offices across the United States and Europe and more than 50 agency partners and resellers, Selligent Marketing Cloud serves over 30 countries with local, personalised service. Contact: T: +44 (0) 208 004 6051 E: Info.uk@selligent.com W: www.selligent.com

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SILVER

SPONSOR

Appian provides a software development platform that combines intelligent automation and enterprise low-code development to rapidly deliver powerful business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk and compliance. Contact: T: +44 (0)20 3514 2838 E: info.uk@appian.com W: www.appian.com

KMS Lighthouse is a leading provider of next-generation knowledge management solutions. The Lighthouse knowledge cloud enhances every engagement by empowering customers and agents with real-time access to accurate and consistent knowledge to improve customer and employee experience alike. Lighthouse’s powerful AI-enabled search functionality dramatically improves engagements across all service and sales channels, including easy integration to enhance existing and future self-service channels such as chat-bots, IVRs, and more. Lighthouse has earned a growing global customer base and positive industry and analyst review, which includes Gartner’s Cool Vendor list and KMWorld’s Trend Setting Product list. Contact: T: +44 20 7332 0300 E: stephen.ramsden@dbfs.co.uk W: www.kmslh.com

In the always on, omnichannel world in which we live designing, building and operating captivating experiences across every channel, every interaction, every day – that’s not so simple. We have built our business to strengthen the crucial relationship between brands and customers. Our integrated Humanify Customer Engagement as a Service offering combines talent and technology to help our clients unify the customer experience across the entire customer engagement value chain, delivering greater impact in terms of increased revenue, improved profitability, and deeper customer loyalty. Contact: Neil Russell-Smith, Head of Marketing EMEA T: 07548 272050 E: neil.russell-smith@ttec.com W: www.ttec.com/emea

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SPONSOR

BRONZE Accelerator Solutions helps organisations achieve positive business results and become recognised leaders through their culture and reputation. We do this through a range of solutions focused on Training, Development, Consultancy and Research. Our Training, Development and Consultancy team helps you to build attitudes, skills and behaviours that make the service difference. Our new Service Edge suite offers a unique and flexible range of service-focused training solutions, for those in service roles and also for managers or leaders delivering service through a team. Our Research team brings independence and objectivity to the process of 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 has a direct and lasting impact. We help bring pace to change and take pride in delivering on our promises. Contact: T: 0845 260 6886 E: info@acceleratorsolutions.com W: www.acceleratorsolutions.com

We transform your customers into genuine fans End customers expect to be dealt with promptly and in the easiest way possible, no matter which channel they use to make contact with your company. As a leading global supplier of Business Process Outsourcing, we support you in the CX Transformation and CX Delivery processes by combining innovative concepts, tools and technologies. With our tailored and perfectly integrated solutions, we provide unique and positive brand experiences to your customers, helping you to build lasting relationships with them. Bosch Service Solutions: Intelligent, engaging, transformative Contact: Jacqueline Chapman T: 0344 892 0115 W: www.boschservicesolutions.com/en

Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel solution for sales, customer service, and contact centres. Thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the market, and local business support, Diabolocom allows companies to offer benchmark customer experiences and improve their operational performance. Diabolocom supports the digital transformation of more than 250 companies in 20 countries, including: Engie, Air Liquide, Saint Gobain, Essilor, Dekra, Mister Auto, Meetic Group, Coyote, PhotoBox, Moonpig, Smartbox, Wonderbox, Decathlon, Galeries Lafayette, Carrefour, Bonduelle, Webhelp, Tessi, Comdata. Contact: Mercedes Barbuti T: 0203 9661561 W: www.diabolocom.com

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BRONZE

SPONSOR

We are Enboarder, a technology company that helps employers create relevant, engaging and personalised onboarding experiences for all new hires. We believe that onboarding needs to be much more than simply form completion, task management and compliance, and we’ve built a tool that is helping to change onboarding for good. We empower HR to create and deliver super engaging, mobile ready content for new hires, whilst virtually coaching their hiring managers through the onboarding process. Since 2016 we have grown from a small Sydney based company to a global organisation with offices in Sydney, London and Austin, Texas. We are very proud to be supporting some world leading employers including McDonalds, Hugo Boss, Gucci, Danone, ING and many more in delivering employee experiences that WOW. Our customers have transformed their onboarding experience for strategic competitive advantage, and are successfully using Enboarder to engage new hires, reduce attrition, predict flight risks and even power referrals and social employee advocacy. Contact: T: 0203 608 7416 E: steve@enboarder.com W: www.enboarder.com

Equiniti delivers intelligent end-to-end remediation solutions to the UK’s leading customer facing organisations. We enable our clients to optimise their delivery of remediation projects using both technical case management and workflow solutions as well as specialist resourcing capabilities. By reviewing existing procedures, stripping away legacy processes and introducing automation, we can reduce internal resources and associated costs for our customers by up to 50%. As a strategic partner, we provide the people, processes and technology to help you manage customer contact programmes, meaning you don’t have to contract, engage and manage multiple suppliers. Contact: Chris Murphy T: 0118 951 3971 E: chris.murphy@equiniti.com W: www.equiniti.com

Network Research is a full service insights agency, specialising in improving the customer experience. For over 30 years we’ve been helping our clients build deeper, more profitable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development, customer acquisition and communications through to satisfaction, loyalty and retention. We use our in-house visualisation and technology teams to work with clients to produce creative and compelling ways to communicate insight stories for maximum impact. Contact: Richard Gaze T: 20 7680 5100 E: r_gaze@networkresearch.co.uk W: www.networkresearch.co.uk

Riva is the leader in CRM and email integration. Riva helps companies improve CRM adoption and satisfaction, drive sales productivity, and bridge integration gaps between CRM, Line-of-Business, and email systems. Since 2008, Riva has helped customers change how they integrate CRM data with their email systems. Contact: T: +49 8192 99733 25 E: emea@rivacrmintegration.com W: www.rivacrmintegration.com

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BRONZE ServiceTick is one of the leading suppliers of post-transaction customer feedback surveys in the UK. We support the customer experience programmes of many of the UK’s top brands through a mixture of IVR, email, SMS and online surveys. Our approach is based on three distinct phases: Listen – we create a ‘listening platform’ for each client that allows them to gather real-time, multi-channel, ‘Voice of the Customer’ feedback via channels that are most appropriate. This framework is mapped to the customer journey and organisational hierarchy of each client Understand – online, customisable reporting exposes insight relevant to different roles and responsibilities. Act – we recognise that our service is only as valuable as the business benefit it drives. Our online reporting and consultancy services are focused on delivering return on investment for each client through a reporting programme that highlights and prioritises actions required to improve process and performance. We deliver actionable insight for many of the UK’s leading financial companies including Lloyds Bank, esure, Ageas, AXA, and NFU Mutual. Contact: Kate Burton T: 01603 618326 E: kate.burton@servicetick.com W: www.servicetick.com

Wizu is an AI chatbot for conversational surveys that increases response rates, improves customer experience and helps you gain more actionable insight. We combine artificial intelligence with customer experience metrics such as Net Promoter Score, Customer Effort Score or CSAT, to analyse responses in real time allowing you to route by sentiment, close the loop, and create truly personalised and engaging conversations. Contact: Martin Powton T: 0800 433 7075 E: martin@wizu.com W: www.wizu.com

Software is our craft and our passion. At Zoho, we create beautiful software to solve business problems. We believe that software is the ultimate product of the mind and the hands, so our products are forged by craftsmen, rather than churned out by machines. But as much as we love building beautiful software, we think our people and company culture are our most important assets. Our engineers spend years mastering their craft, bringing together decades of engineering expertise to produce a real work of art. When you choose Zoho, you get more than just a single product or a tightly integrated suite. You get our commitment to continuous refinement and to improving your experience. And you get our relentless devotion to your satisfaction. Contact: T: 0203 564 7890 E: sales@zohocorp.com W: www.zoho.com

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SPONSOR

Inisoft is a dynamic and forward-thinking software provider, specialising in contact centre technology. Inisoft develops contact centre solutions which are sold globally and used by many leading brands. Our core products Syntelate and Syntelate XA were designed specifically with the agent in mind. Syntelate is our award-winning unified agent desktop used with Avaya POM. Syntelate XA is our omni-channel customer engagement suite that allows your agents to handle calls, emails, web chats, SMS messages, and social media interactions – all from the same easy-to-use interface. We’re backed by a number of partners across the globe which means that when you select us as your provider you’ll have cutting-edge technology at your fingertips. We are owned by the UK’s largest Independent Outsourcer, Kura (based in Glasgow) therefore our technology is designed specifically with the customer and agent experience in mind. Our unique proposition of combining great people with technology enables us to produce spectacular results for our clients. Contact: T: 0141 272 1105 E: info@inisoft.com W: www.inisoft.com

What We Do For The World Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates. What Makes Us Different Here at Rant & Rave we like to do things a little differently – from offering you the total package with our Rant & Rave Platform, to working in realtime and getting hands on with our technology. So we’re always on the lookout for like-minded brands that aren’t afraid to think outside the box and want to offer their customers a truly exceptional experience. Intrigued? Take a look at our Raving Difference to find out why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!). Contact: T: 02476 011 911 E: hello@rantandrave.com W: www.rantandrave.com

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NOTES

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NAVIG V AT AND A THE CX .

BUILT ON OUR PROVEN FIVE PILLA ARS OF CX SUCCESS… DESIGN

PLAT ATFORM

SER RVICE

CX expertise: brand discovery, professional implementation, emotional and functional context.

Best-in-class so oftware delivering posittive UX and class-leading re eporting functionality.

Full service specialised account management to support, deliver and innovate in partnership with our clients.

ANAL LY TICS

ACTIV VA ATION N

Class-leading techniques with intuitive and practical applications including monetisation and prioritisation.

A suite of leadin ng techniques designed to drive sustained CX X action within the busin ness.

www.tnsglobal.co.uk

@KantarTNS

Ka antar TNS

“Delivering end-toend CX X programmes for a tangible return”

CX@kantartns.com


EBM LIVE EVENTS DIGITAL WORKPLACE DIRECTORS FORUM

28

ENGAGE FOCUS GROUPS

NOV 2018

WEDNESDAY 28 NOVEMBER 2018

30 JAN 2019

WEDNESDAY 30 JANUARY 2019

13

FUTURE OF THE CONTACT CENTRE CONFERENCE

22

ENGAGE FOCUS GROUPS

MAR 2018

FRIDAY 22 MARCH 2019

10

EMPLOYEE ENGAGEMENT SUMMIT 2019

FEB 2019

04

WEDNESDAY 13 FEBRUARY 2019

CUSTOMER ROBOTICS AND AI CONFERENCE

APR 2019

THURSDAY 4 APRIL 2019

13

CX MARKETING SUMMIT 2019 THURSDAY 13 JUNE 2019

11

26

INTERNAL COMMUNICATIONS CONFERENCE

11/12

JUN 2019

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THURSDAY 26 SEPTEMBER 2019

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MAY 2019

JUL 2019

FRIDAY 10 MAY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 11 JULY 2019

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CUSTOMER ENGAGEMENT SUMMIT 2019 11 & 12 NOVEMBER 2019

Profile for Engage Business Media

2018 Customer Engagement Summit Event Guide  

A very warm welcome to our seventh flagship Customer Engagement Summit, a seminal event firmly established as Europe’s premier and most high...

2018 Customer Engagement Summit Event Guide  

A very warm welcome to our seventh flagship Customer Engagement Summit, a seminal event firmly established as Europe’s premier and most high...

Profile for cenict