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EMPLOYEE ENGAGEMENT SUMMIT 2018

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2018, being held on 4th May in Central London. We’re excited to welcome organisations who have not yet presented for us to the stage, such as Ministry of Justice, University of Bath, Spotify, Big Issue, Wellcome, European Commission, ESCP Europe Business School, Taylor Vinters and more.

FRIDAY 4 MAY, 2018 VICTORIA PARK PLAZA, LONDON

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FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

EMPLOYEE ENGAGEMENT SUMMIT

TOPIC STREAMS:

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2018, being held on 4th May in Central London. We’re excited to welcome organisations who have not yet presented for us to the stage, such as Ministry of Justice, University of Bath, Spotify, Big Issue, Wellcome, European Commission, ESCP Europe Business School, Taylor Vinters and more.

Employee & Customer Engagement, Links to Performance & Profitability – Part 1 and 2

Internal Communications and Voice of the Employee – Part 1 and 2

Learning & Development

Evolution of Work

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.

Future of Workplace

Strategy & Leadership

Transformation & Change Management

Reward & Wellbeing

VIEW 2017 HIGHLIGHTS VIDEO

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CHIEF EXEC PLENARY

KEYNOTES 01932 506 300 (press 1)

45+ SPEAKERS

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2 600 SEMINAR ROOMS DELEGATES

EngageEmployee.com

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CASE STUDIES

EmployeeEngagementSummit.com


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

SPEAKERS

Prof Bruce A. Rayton

Beth Toms

Gary Adey

Chris Newstead

Veronica Harth

Tony Vickers-Byrne

Karen Notaro

Academic Director for Postgraduate Taught Admissions University of Bath

People Operations Manager Monzo Bank

Commercial Operations Director Vodafone

Head of Internal Communications Wellcome

Internal Communications Lead for R & D Spotify

Chair of Health and Work Programme & Director of HR Public Health England

Head of Engagement Champions Network and Race Ambassador Ministry of Justice

Gorkan Ahmetoglu

Stephen Robertson

Glenn Grayson

Heather Mustafa

Stuart Eames

Lou Banks

David Callaghan

Lecturer of Business Psychology UCL

Chief Executive Officer The Big Issue Foundation

Internal Communications and Engagement Partner Missguided

Senior Project Manager Nationwide Building Society

Operational Improvement Manager Waitrose

Director Rising Vibe

Chief Executive Officer Centralus


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

SPEAKERS

Kim Atherton

Becca Riley

Elvin Eldic

Joanne Carlin

Gemma Lines

Kaitlin Norris

Ibrahim Hasan

Chief People OfďŹ cer OVO Energy

Head of Reward, Payroll and Human Resources Technology Travelex

Global Director Travelex

Director of People & Development Thwaites

Head Of Resourcing CITI

Culture Specialist Shopify

Internal Communications Specialist Shopify

Debbie BennettJackson

Professor Isaac Getz

Isabelle Krauss

Dace Kalnina

Dominic Holmes

Gemma Todd

Author/Speaker ESCP Europe Business School

Head of Unit "Customers, Communication and Governance" European Commission

Internal Communication Professional European Commission

Partner, Employment Law Taylor Vinters

Head of Human Resources Imperial London Hotels

Marketing Consultant CITI

Chris Oakes Director of HR and OD, Northamptonshire Healthcare NHS Foundation Trust


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EMPLOYEE ENGAGEMENT SUMMIT 2018

SPEAKERS

Jill King

Peter Clark

R. Swaminathan

Ant Monger

Eoin Cotter

Mavis Boniface

Director of International Markets Virgin Pulse

Co-Founder Qlearsite

Chief People OfďŹ cer Wns Global Services

Head of Sales and Marketing River Agency

Enterprise Solutions Specialist Poppulo

Campaign Director Instinctif

Neil Barnett

Catherine Garrod

Afeef Hussain

Sarah Marrs

Rick Jackson

Senior Digital Communications Manager Heathrow Airport

Inclusion Manager Sky

Regional Director of Training LUX Resorts Maldives

Principal Consultant of Employee Experience Qualtrics

Senior Vice President Dhl Express

Victoria LewisStephens Managing Partner Instinctif


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EMPLOYEE ENGAGEMENT SUMMIT 2018

AGENDA PLENARY 09:0009:05

Cathy Brown, Engage For Success BIOG Cathy has wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, she recognises the importance of values, good management, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day. As a long time public speaker & spokesperson for Engage for Success, Cathy engages and energises audiences around business change, leadership and innovation. She passionately believes that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country

09:0509:25

dotted line to CEO Deutsche Post DHL Group Frank Appel. DHL Express are a global organisation located in 220 countries with 100K employees, the parent organisation Deutsche Post DHL Group has more than 500K employees.

Chair’s Opening Remarks

09:4510:05

Professor Isaac Getz, Author/Speaker, ESCP Europe Business School

10:0510:25

Expert Speaker: DHL Express Rick Jackson, Senior Vice President, DHL Express BIOG Rick Jackson is the Senior Vice President Deutsche Post DHL Group Certified Initiative & Global Head of CIS for DHL Express. He is responsible for the Certified initiative which is a key part of the Deutsche Post DHL Group Strategy 2020 and the global Employee Engagement & Cultural Change initiative. Rick reports directly to CEO DHL Express Ken Allen, and has a

The Big Issue Case Study: Engaging & Changing Lives For Good Stephen Robertson, Chief Executive Officer, The Big Issue Foundation The Big Issue is a world renowned but often misunderstood brand. Stephen Robertson will discuss the history and philosophy behind the organisation, alongside the process of personal development and how working with the public helps change lives for good. BIOG 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.

BIOG Isaac Getz is a Professor at ESCP Europe Business School and author of books and articles, including the best-selling Freedom Inc. He has been instrumental for the corporate liberation movement involving hundreds of companies and institutions.

09:2509:45

Prof Bruce A. Rayton, Academic Director for Postgraduate Taught Admissions, University of Bath Models of employee engagement commonly argue that engaged employees enhance performance through the positive exercise of discretion on the job. Research suggests that “going the extra mile” – helping colleagues, going beyond the confines of a narrow job description, taking on extra responsibilities – can increase performance, improve job satisfaction and increase promotion prospects, but this doesn’t come without a cost. In particular, going the extra mile at work can lead to higher levels of emotional exhaustion and work‐family conflict. In his keynote, Prof. Rayton will argue that business models based on the creation of an engaged workforce need to prepare for the risks associated with these models. BIOG My research sits at the interface between strategic human resource management, corporate social responsibility and economics. My most recent work focuses on links between internal & external CSR, employee attitudes, HR practices and organizational performance. I am particularly interested in the key linking role engagement plays in the delivery of the performance benefits of organizational practices.

ESCP Europe Business School Case Study: Liberated Companies – How to Unleash Employee Initiative and Engagement Most employees don’t come to work because they want to, but because they must. Once at their workplace, few show initiative. Yet, once they leave their workplace, these same employees are extremely dynamic: in their hobbies, charities… Unfortunately, they prefer to share their innovative work ideas with friends and family, rather than directly with their company. Now imagine organisations in which employees are free to take any actions they themselves decide are best for their company. Imagine that these organisations stay at the top of their industries for decades, providing the highest quality customer service. Imagine employees who are not just engaged, creative and highly‐performing but also happy. Sound like a dream? In actual fact, hundreds of organisations just like this exist today, of all sizes, in all industries and sectors. Most have been transformed thanks to ‘corporate liberation,’ guided by their visionary leaders. In his keynote, Prof. Getz will present concrete examples he has studied and draw on key lessons organisations and their leaders can learn from corporate liberation, to unleash employee initiative and engagement.

University of Bath Case Study: New Research on Cost of Engagement

10:2510:55

Coffee and Networking


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EMPLOYEE ENGAGEMENT SUMMIT 2018

AGENDA HALL 1 10:5511:00

Chair’s Opening Remarks Cathy Brown, Engage For Success

11:2011:40

BIOG Cathy has wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, she recognises the importance of values, good management, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day. As a long time public speaker & spokesperson for Engage for Success, Cathy engages and energises audiences around business change, leadership and innovation. She passionately believes that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART ONE Vodafone Case Study: Creating a Successful Culture to Drive CX

The Science of Engagement: What We’ve Learnt Peter Clarke, Co-Founder, Qlearsite • How Digital Innovation is changing approaches to Engagement. • What a persona led approach means for designing better user experiences. • Why data science is able to create engagement measures that drive real value. BIOG A consultant for most of his career (Accenture, BCG, Marakon), Peter has worked with management teams in some of the world’s largest and most successful companies. Using this experience and expertise, Peter co-founded Qlearsite: – a workforce analytics company that helps organisations improve business performance through happier, better motivated and engaged people. Recently Qlearsite has pioneered new software to help us better understand and measure employee engagement.

11:4012:00

Missguided Case Study: Holla, Hot Goss and Happiness – Turning the Ordinary into Extraordinary Glenn Grayson, Internal Communications and Engagement Partner, Missguided

Gary Adey, Commercial Operations Director, Vodafone

11:0011:20

• • • •

Importance of investing in a culture What is The Red Line and why we created it Our internal results and external recognition Challenges and evolution of The Red Line

Gary Adey leads Vodafone Group Enterprise Operations, the front line division of Vodafone Group accountable for all operations that support Vodafone’s diverse Enterprise business. Gary believes that providing your customers with a constantly outstanding experience is the BIOG only sustainable way to differentiate. He leads a number of global cultural and digital transformation programmes to drive service excellence for our customers; ensuring our technology is future fit, we’re nurturing and investing in our success based culture and we have the right organisational blueprint in place to deliver on this. Gary is a member of the Vodafone Group Senior Leadership Team and holds a number of board positions within Vodafone Group. Since 1996 Gary has focused the majority of his career in the area of International B2B and large Enterprise. Prior to his current role Gary was Director of Commercial Marketing & Innovation at Vodafone Global Enterprise (VGE), the division dedicated to serving the world’s largest Multinational Corporate customers globally.

With people empowerment at the centre of the business, Missguided encourages its team members to be the best version of themselves; actively pushing boundaries, continually learning and working as part of a team to deliver epic results. Building an internal experience that mirrors the external brand, Glenn will share stories of how Missguided (guided by its Squad Members) has turned traditional comms into extraordinary engagement practices that disrupt, excite and connect with its generation Y/Z workforce. From ‘Holla at Us’ listening groups to ‘Pawsome’ pet shows, peer to peer recognition to Happiness Wheels and Celeb Bingo, Glenn will give you an insight into how the business has excited and inspired its Squad Members, helping them feel truly part of the brand. BIOG Glenn has a passion for engaging, motivating and developing individuals and teams through creative communication solutions – making the ordinary extraordinary! With a wealth of experience in retail management and learning & development, he creates memorable moments that surprise, amaze and inspire team members during their everyday working life, whilst working towards business objectives. Since joining Missguided in July 2017, his main focus is to develop an engagement strategy in line with the People Proposition to support recruiting, retaining and developing the best talent.


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EMPLOYEE ENGAGEMENT SUMMIT 2018

with a problem, our hospitality division was split in two and felt virtually no connection to Thwaites. To grow our business and create an amazing culture for all required radical thinking. A seismic shift began with the culture. What is important to us is we remain true to ourselves and create environments where people can be themselves – whatever that is.

TRANSFORMATION & CHANGE MANAGEMENT 12:0012:20

Spotify Case Study Veronica Harth, Internal Communications Lead for R&D, Spotify

BIOG A determined and resilient People Director, combining strong functional excellence with a thorough commercial understanding, resolving problems by getting to the heart of the issue and delivering solutions. Recognised for being fair and straight with people, influencing at all levels through understanding individual motivations and key pressure points.

BIOG Result driven and strategic communicator who works daily with senior leaders and executives in a multicultural environment. Experienced in digital communications spanning across external and internal. Specialized in leadership and strategy communications, Mergers & Acquisitions (M&A), change and crisis communications

12:2012:40

Unlocking the Power Within Victoria Lewis-Stephens, Managing Partner & Mavis Boniface, Campaign Director, Instinctif Companies that want to lead the way and blaze a trail, need to look within for the fearless founders who can help them to spark the next revolution. Find out how one of the world’s biggest drinks companies have unlocked the power from within. BIOG Victoria is a passionate advocate for the impact employee and customer engagement can have on driving business growth and performance. She is responsible for developing compelling engagement strategies for some of the world’s biggest brands. Victoria specialises in helping businesses engage their people during periods of significant change, turning them into growth drivers and brand advocates. She has worked with Bacardi, Amgen, GE Oil & Gas, Rolls-Royce, Direct Line Group, Starwood Hotels & Resorts, HSBC, eBay, Lloyds Banking Group, Thomson Reuters, Unilever, Royal Bank of Scotland, Wolseley plc, British Gas, and Coach. BIOG Mavis has 10 years’ experience in helping big brands engage their audiences. She has worked with multiple global clients including Bacardi, Starwood Hotels & Resorts, UK Power Networks, eBay, Givaudan, Thomson Reuters, Direct Line the University of Portsmouth and GE Oil and Gas.

12:4013:00

13:0014:00

Thwaites Case Study: Uniting a Culture of Many Strands ….. (And We’re Still Working on it!) Joanne Carlin, Director of People & Development, Thwaites Thwaites is a growing business fragmented by invisible divisions and 30 years of bad ‘people’ habits. It is also a business which is family owned, steeped in over 200 years worth of tradition and fiercely proud of its heritage. It is also innovative with an aggressive appetite for growth, scooping up properties which frankly no‐one else is even looking at – what we do has been described as ‘bonkers’. So it is a business of two‐parts, the first traditional, the second young and vibrant. Two years ago we set out on a huge journey. We sold a large part of the business (most of our beers), and focussed on the hospitality arm – this came

Lunch and Networking

INTERNAL COMMUNICATIONS AND VOICE OF THE EMPLOYEE – PART ONE 14:0014:20 14:2014:40

Expert Speaker: Willis Towers Watson Sky Case Study: Fuelled by Employee Feedback: Taking Action to Improve Engagement Year Round Catherine Garrod, Inclusion Manager, Sky The most challenging and crucial part of successful employee engagement — taking actions to improve the right areas, at the right time. Catherine Garrod at Sky, Europe’s leading entertainment company, will bring to life how managers and leaders are doing just that; utilising employee feedback to take the right actions for maintaining and improving engagement, all year round. In this session, Catherine will demonstrate the importance of listening to the employee voice and concrete steps to engage managers and leaders in the process. She will also share practical takeaways you can bring to your own organisation, to effectively communicate survey results, and tips for creating belief to make goals feel achievable. BIOG Catherine’s HR career spans across FMCG, Utility, Behavioural Healthcare and Entertainment. She’s inspired front line supervisors through to CEO’s to respond to what people are saying and take simple action with a lasting impact. At the Utility company Catherine drove a double digit increase on engagement in 2 years and they were published in the Sunday Times as a Top 25 Best Big Company To Work For a year ahead of target. Now at Sky, Europe’s leading Entertainment company, Catherine is promoting a culture of inclusion for best individual, team and business performance. Where people influence their own worlds, and make Sky an even better place for everyone.


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EMPLOYEE ENGAGEMENT SUMMIT 2018

14:4015:00

BIOG 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.

Travelex Case Study: More Than an Illusion – How Travelex Increased Revenue and Employee Engagements with Sales Incentives and Groundbreaking Gamification Becca Riley, Head of Reward, Payroll and Human Resources Technology & Elvin Eldic, Global Director, Travelex

BIOG A marketer by background, Gemma is currently Head of Resourcing for Citi in EMEA where she oversees the hiring of around 10,000 people across 54 countries. Passionate about leadership, inclusion and learning, Gemma is a senior executive coach and member of Citi’s leadership faculty and plays an active role in the firm’s inclusion, innovation and talent agendas. Gemma has been involved with people and learning based businesses for some years now including serving as Director of Marketing for the UK’s first for profit educational provider to have degree awarding powers – BPP College, part of BPP plc. Prior to BPP, Gemma was at Cass Business School in the role of Director of Marketing and Communications where she oversaw the rebrand of the school from City University Business School to Cass. Before going in-house Gemma was a marketing and communications consultant advising clients such as Microsoft, 3M and IBM.

Prepare to be mesmerized by the results Travelex have achieved just one year into their Travelex partnership on “RPM”. Learn how Travelex have simplified sales incentive administration, significantly reduced manual processes and opened up performance insights to their frontline teams through Anaplan dashboards and Workday integration. They will share with you how Travelex’s dedication to innovation, passion for people and combination of classic incentives with ground‐breaking gamification has transformed retail engagement. BIOG Becca Riley is the Head of Reward, Payroll, and Human Resources Technology for Travelex, the world’s leading independent foreign exchange business. Becca is a self-confessed nerd who is passionate about partnering engaging Reward propositions with innovative HR technology to boost employee engagement. BIOG Elvin Eldic is an executive business leader, driven by the desire to exceed targets, who blends old fashioned hard work with unorthodox methods, to lead and inspire large teams to pursue compelling visions. He is passionate about the possibilities that exist when innovation is at the heart of organisational culture.

REWARD AND WELLBEING 15:0015:20

CITI Case Study: The Future of Comms is HR Debbie Bennett-Jackson, Marketing Consultant & Gemma Lines, Head of Resourcing, CITI In a world where business success is reliant on human potential, our expectations of employees, managers and leaders are ever‐changing. The ‘tell’ of HR communications must evolve to the ‘push and pull’ of engagement – no mean feat in a global, matrixed organisation with over 200,000 employees. Post HR transformation at Citi, Gemma and Debbie will share some examples of moving away from traditional HR communications towards genuine engagement with the aims of: supporting a new HR model; empowering employees to take control of their own development; supporting managers to become better and embedding behaviours essential for delivering the business strategy. Marketers by background, Gemma and Debbie will also share their experiences of moving into HR and the value of marketing techniques in changing employee behaviour.

15:2015:40

The Keys to Developing & Implementing a Successful Wellbeing Strategy Jill King, Director of International Markets, Virgin Pulse Creating a true culture of health in your organisation can help drive greater employee engagement and wellbeing. But building this healthy culture requires a successful employee wellbeing strategy. The Virgin Pulse session will explore our best practices in developing and implementing a wellbeing strategy, as well as techniques to overcome the main challenges our clients have faced. BIOG After graduating with a Masters in Occupational Psychology, Jill went on to run her own businesses before joining the team at GCC. Her entrepreneurial experience and leadership, coupled with her passion for human behaviour, equipped her to significantly grow the International market and expand the company’s global footprint. Since GCC’s merger with Virgin Pulse to become the world’s leading supplier of Employee Engagement solutions, Jill has assumed a more global role, focussed on ensuring the suite of products available outside of the US is superseding the expectations of the International market. In doing so, she collaborates with many of the world’s largest global organisations, supporting their strategic goals to have high performing, fully engaged employees.


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EMPLOYEE ENGAGEMENT SUMMIT 2018

15:4016:00

Taylor Vinters Case Study: Employee Engagement and Innovation in the Workplace Dominic Holmes, Partner, Employment Law, Taylor Vinters Taylor Vinters is an international law firm supporting the businesses which drive the innovation economy, and the entrepreneurs and private wealth that underpin them. During his case study presentation, Dom Holmes will explain how Taylor Vinters is promoting strong levels of engagement across its workforce, by encouraging employees to embrace a mindset of innovation in their own work. In particular, he will speak about the following examples: • An annual Pitch Up campaign, showcasing innovation across the business. Open to everyone in the firm from support staff and trainees to partners, the competition challenges employees to form teams and present an innovation to the rest of the firm, with the winning ideas put into practice; • The Zebra Project – a year‐long series of events promoting debate on the future world of work, with engagement across the firm; and • Taylor Vinters’ incubation of legal tech businesses and the positive impact this has on staff. Dom will also share some observations on how some of the best HR Directors he works with promote engagement in their own organisations. BIOG Dom is joint head of the employment team at international law firm Taylor Vinters. He is highlyregarded for his wealth of expertise advising on complex and business-critical HR situations. He has particular experience in helping employers deal with sensitive workplace disputes, senior level exits and restructuring projects (often across multiple jurisdictions). Dom writes and broadcasts regularly on a wide range of employment and HR issues, with a specific focus on how businesses are preparing for the future world of work. He is also one of the partners responsible for Taylor Vinters’ graduate recruitment programme.

16:0016:30

LEARNING AND DEVELOPMENT

Coffee And Networking

16:3016:50

European Commission Case Study: A Story From the European Commission: Step by Step, Day by Day Isabelle Krauss, Head of Unit "Customers, Communication and Governance" & Dace Kalnina, Internal Communication Professional, European Commission What is more important: The process or the outcome? The final destination or the journey itself? In a large public organisation like the European Commission (36 000 people) there are several staff engagement initiatives happening at Directorate‐Generals level (there are 43 in total). Isabelle Krauss and Dace Kalnina will tell a story from the Directorate‐General for Informatics where a culture transformation process has been in place for the last 5 years. The presenters will share their observations and lessons learned. In addition, they will explain how the organisation needed to tap into internal talent to make the change possible with a very little budget available, mostly investing in good conversations and opening pathways for collaboration. BIOG Isabelle Krauss has worked for the European Commission as a public servant for over 20 years, in the Trade, Competition and IT departments. She has been instrumental in the transformation of the IT department into a more modern, collaborative and open organisation through staff engagement and organisational development actions. In addition to her management role in IT governance, customer relationship management and communication, she takes an active interest in how organisations can be transformed from the inside with the people at the centre. BIOG A civil servant in the European Commission. With a solid background in learning and development and expertise in internal communication, I have been working with staff engagement and cultural change questions since 2013. My role has been to connect the dots between the strategy and implementation, to create opportunities for real conversatioins to happen, to hear what has not been said and read what has not been written. I’m always curious to learn what makes the people to go an extra (s)mile.


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EMPLOYEE ENGAGEMENT SUMMIT 2018

16:5017:10

Feel Better To Do Better – How Using Emotion in the Workplace Enables High Performance

17:1017:30

Lou Banks, Director, Rising Vibe

Lou has brought her unique coaching philosophy to clients across a range of sectors from airlines, agencies and retail organisations to pharmaceutical, social housing and senior healthcare. When Lou isn’t shifting mindset and transforming organisations, she’s both a social butterfly and a full time Mum. In the evenings, you might find her out with the girls, pumping iron in a circuit class, or walking her puppy Arnold when she fancies a breath of fresh air.

Chris Newstead, Head of Internal Communications, Wellcome Wellcome has committed to a culture of empowerment for all staff members. Underwritten by wanting to improve the transparency of decision‐making within the organisation, the IC team focuses on pushing leadership communications whilst finding more ways to hear the true employee voice. Unfiltered and authentic feedback can be golden, but it’s not always easy to balance that with what’s in the organisation’s best interests. Chris will share examples of how the approach has been tested in practice around sharing staff survey results, presenting gender pay gap data and explaining changes to strategy.

Emotions are rarely encouraged in the workplace, and are usually only acceptable if they are ‘positive’ ones. Growth mindsets, positive mental attitudes and radiators (not mood hoovers!) are welcomed. What if I told you that by encouraging negative emotions to be shared in the workplace, performance would actually improve? Mindset = thoughts. Our thoughts drive our feelings. Feelings drive our vibration. Change the thought, change the feeling and lift the vibe. Simple right? Not if we feel unable to be truly honest about our emotional starting point. We have to acknowledge where we’re REALLY starting from, how we’re REALLY feeling, to move towards a more positive state. Using our feelings as a guide, we can get to grips with our thought patterns and start to raise our vibe; experience positive outcomes, see the opportunities, show up as the best version of ourselves and impact business performance. BIOG Lou Banks has nurtured business talent at all levels to drive real cultural change in the workplace. Her extensive experience in L&D from her previous roles within retail and senior care, as well as a real passion for self-development and learning, led to the birth of her first business Bolt from the You in 2009, before making the transition in 2017 to her new brand Rising Vibe. Lou supports the individual, team or entire organisation by working with the person not the sector or role. She’s a change enabler, challenging mindset to enhance performance, balancing soft skills with a heavy dose of reality.

Wellcome Trust Case Study: Transparency in Practice

BIOG Chris Newstead MCIPR has been Head of Internal Communications at Wellcome for the past 8 years. For the 15 years before he was in marketing and PR working in telecoms & broadcast.

17:30

Drinks and Networking Party

THE SUMMIT WAS AN EXCELLENT EVENT AND IT WAS GREAT TO HEAR THE CASE STUDIES ABOUT WHAT OTHER COMPANIES WERE DOING TO ENGAGE THEIR EMPLOYEES AVOLUTION


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EMPLOYEE ENGAGEMENT SUMMIT 2018

AGENDA HALL 2 10:5511:00

Chair’s Opening Remarks Kate Jones, Chair, Institute of Internal Communication

11:4012:00

BIOG Kate is an award-winning internal communications specialist with over 20 years’ experience, both agency and in-house, across a range of industries. She is elected Chair of the Institute of Internal Communication, an IoIC Fellow and was named IoIC Internal Communicator of the Year 2016.

BIOG Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British Grocer. Having spent 16 years running supermarkets and understanding first hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading Operational Improvement for Waitrose, having delivered over £3.5m savings to date. Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. Recently recognised through the Employee Engage Awards 2016. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

Monzo Bank Case Study Beth Toms, People Operations Manager, Monzo Bank Monzo is an exciting combination of bank and tech startup, started from scratch in February 2015 to build a bank you’d be proud to call your own. Over the last year, Monzo has grown their team from 50 to more than 300 globally, gained a full UK banking licence and has reached over half a million customers. In this talk Beth will explore why achieving balance in our working lives is crucial, especially when you’re building something that you care so deeply about. In order to understand what makes employees feel engaged, we need to start by trying to define what wellbeing is and then create an internal culture that supports work life harmony. BIOG Beth Toms is the People Operations Manager for Monzo Bank. She was their first dedicated recruiter who grew the team from 60 to 280 within seven months. Beth is now working on a variety of people projects across Monzo to maintain an inclusive, supportive and high performing team.

11:2011:40

Transforming Business Through Employee Engagement David Callaghan, Chief Executive Officer, Centralus The ultimate customer is the employee. When businesses focus on employee engagement, attracting and retaining talent becomes inevitable. We’ve discovered why engagement is so important and how it can be achieved to boost productivity and motivation, by reinventing the whole employee experience. BIOG David qualified as a Chartered Accountant with KPMG, a professional marketer for IBM and went on to qualify as a Chartered Manager (Fellow). For the last 20 years, he has led both large global and national entrepreneurial recruitment companies (RPOs and BPOs). Customer centricity and world-class delivery are passions that have come together at Centralus, providing solutions for the ultimate customer – the employee.

Stuart Eames, Operational Improvement Manager, Waitrose Engaging your employees and asking them for their ideas to solve your business problems is commonplace right? You may think so, but it’s often far from the truth, despite those workers seeing first hand what is right, and what is wrong. The key question is why would you not? Let’s explore both the pitfuls and potential of this subject, through an engaging case study by Waitrose.

FUTURE OF WORKPLACE 11:0011:20

Waitrose Case Study: How to Transform that Dusty Good Suggestion Box in the Corner of Your Office

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART TWO 12:0012:20

Shopify Case Study: Growing Global Keeping it Local Kaitlin Norris, Culture Specialist & Ibrahim Hasan, Internal Communications Specialist, Shopify Shopify, a Canadian tech company, is growing globally. Internal engagement and communications have been a mainstay to the success of their culture so far. But how does a company continue to engage its employees when they aren’t in the same office, country, or timezone? How can a fast growing organization ensure its employee experiences are consistent across roles and locations? In their talk, Kait and Ibrahim will explore the ways Shopify’s internal culture is evolving with their growth and all that they are learning along the way. BIOG Kaitlin is a Culture Specialist at Shopify, a leading multi-channel commerce platform based in Canada. She acts as an employee advocate, having a strong pulse on people’s beliefs, attitudes, behaviours, and values at Shopify. Within her role, she uses her knowledge and understanding of employees’ needs to help them align with the company’s vision and growth opportunities. Outside of work, you can find Kait exploring the outdoors, reading, cooking, or spending time with family.


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BIOG Ibrahim is an Internal Communications Specialist at Shopify, a leading multi-channel commerce platform based in Canada. In his role, Ibrahim is responsible for supporting and implementing internal communications programs and strategies at Shopify. He works closely with the Culture team, helping evolve Shopify’s culture, internal tooling, employee engagement, and employer brand at all levels. When not working, you can find Ibrahim hunting the newest in art, music, and non-scripted TV.

12:2012:40

12:4013:00

Afeef Hussain, Regional Director of Training, LUX Resorts Maldives Creating a Team Engegament within any organisation is a challenge. Through this presentation, participants will understand how to use a four‐pronged approach to establish, manage and sustain a service culture that will add value to both civil service employees and citizens.

Transitioning From Tactical Partner to Strategic Advisor – The Future for IC

• Four Pronged Approached based on your organisations (Vision, Mission and Values), Continous Learning/Education or Training, Innovation and Measurement. • Participants will also understand how to cultivate a learning culture within the Civil Service that consistently drives towards creating delighted customers. • Follow processes and systems to lead and motivate a service culture transformation within your organisation. • Establishing and developing an innovative and competitive learning culture for maximum civil service team engagement. BIOG Extensive experience in Human Resources Management, Training, and Development Initiatives for world-class luxury resorts and hotels. Experience in design and facilitating Brand Customer Service Training Programs to create world class service cultures. Developed Customer Service Brand Programs for Brands such as Atlantis Dubai, One&Only Resorts, and LUX* Resorts and Hotels.

Eoin Cotter, Internal Communication & Employee Engagement Advisor, Poppulo With a continuing recognition of the universal desire for IC to be treated as a strategic advisor within companies, Eoin Cotter will introduce some practical stories of how other companies have been able to leverage technology and data to elevate themselves and the IC function. Following on from well received presentations at the 2017 CEB IC Summit and IABM Internal Communications Conference in Copenhagen, along with a recent IC Communicators Forum in London, this talk will provide strategic takeaways, likely to provoke thought and offer benefit to the IC community in attendance. Central to this presentation is the value of leveraging technology. In the absence of data, Internal Communications will not have the power to influence Senior Leaders and Communications strategy. However, by channeling the data and insights available through technology and software, IC has the capability to attain increased levels of influence and power. Included will be some examples and learnings from the world of Marketing where technology has played a key role in driving the rise of the CMO. Re Participation – Eoin will also cover some best practice examples of how communications teams have coupled ‘push’ messages with complimentary ‘pull’ channels (i.e. enterprise social networks) to encourage employees to volunteer their sentiment, commentary to company leaders, the IC team but more importantly, to one another and to their peers. Through this pivot, companies have seen a marked shift in internal engagement levels, ultimately driving better alignment behind overarching company goals. BIOG As Enterprise Solutions Specialist at Poppulo, Eoin works closely with internal communicators across Europe to understand their challenges and help them to leverage technology in order to increase the business value of the IC function. Outside work, Eoin can usually be found playing or watching sports.

LUX Resorts Maldives Case Study: A Four-Pronged Approach – Creating A Culture Of Team Engagement And Excellence

13:0014:00

Lunch and Networking

STRATEGY & LEADERSHIP 14:0014:20

Ministry of Justice Case Study: Enabling a Continuous Conversation Karen Notaro, Head of Engagement Champions Network and Race Ambassador, Ministry of Justice • • • • •

Background to the MoJ Why and how the engagement champions network was formed What were the challenges we faced How we have continued to grow in an ever changing climate Tools for the job – will include a practical exercise if this is helpful

BIOG Civil servant for 17 years over two government departments. Highly experienced in customer service and Employee Engagement for over 9 years. Facilitator, Leader and Friend to over 1,000 Employee Engagement Champions as the head of the Engagement Champions Network in the Ministry of Justice


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

14:2014:40

Heathrow Airport Case Study: Creating a Transformational Digitally Connected Workplace Neil Barnett, Senior Communications Manager, Heathrow Airport Connecting the hearts and minds of over 7,000 employees at Heathrow Airport to allow them to work more flexibly and efficiently is not a simply task. The World’s second largest airport wanted to appeal to everyone in their diverse organisation to create a better workplace experience that would allow them to connect socially using a range of tools and technology in a single engagement platform helping them do their jobs on any device, anywhere, anytime. BIOG Neil Barnett is senior digital communications manager for Heathrow Airport. Responsible for digital channel engagement and digital workplace adoption. In 2009 Neil was leading the financial services sector into social media with one of the first corporate Twitter accounts and in 2013 launched the digital side of the Royal Mail IPO to shareholders and customers. With a BA Honours degree Neil started his career working on the very first Logica digital graphics computer called ‘Flair’ (developed by the BBC) creating animation sequences for TV and film. He then moved into financial services tacking 3D computer graphics into Skandia Life Assurance Group plc for engagement events with business partners. At Royal Sun Alliance (now RSA) Neil successfully introduced a variety of new internal communication channels including ‘Navigator’ a quarterly intranet, print and video magazine programme for worldwide distribution to 55,000 staff. Neil is a founding member of the Intranet Benchmarking Forum which now covers all aspects of the digital workplace and is also a fellow member of the Institute of Internal Communications (IoIC) Neil has also been a Judge for the IVCA annual awards for three years running and has recently won several awards for best use of digital for employee engagement.

14:4015:00

INTERNAL COMMUNICATIONS AND VOICE OF THE EMPLOYEE – PART 2

Northamptonshire Healthcare NHS Foundation Trust Case Study: Leadership Matters Chris Oakes, Director of HR and OD, Northamptonshire Healthcare NHS Foundation Trust A case study demonstrating how leadership behaviours can be agreed, adopted and embedded at every level of an organisation. The Leadership Matters Programme of work took the NHS Trust from ‘Requiring Improvement’ under the well led domain in 2015 to ‘Good’ in 2017. The inspection report by the Care Quality Commission in 2017 highlighted that staff felt they were given the opportunity to develop and had good role models in their managers. Inspectors also commented that the behaviours were clearly embedded in the practice of senior staff in the Trust. This learning and development programme has been highlighted and shared nationally by NHS Improvement as exemplary. BIOG Chris has more than 20 years of experience working at director level within healthcare both in the NHS and the independent sector. He has been involved in developing high quality human resources services and leading significant culture change and organisational development. Before joining Northamptonshire Healthcare NHS Foundation Trust, Chris was Director of Workforce and Organisational Development at the Black Country Partnership NHS Foundation Trust. Chris is a member of the Chartered Institute of Personnel and Development, has an MBA from Cass Business School (City University) and an MSc in Leadership from the University of Birmingham.

15:0015:20

Imperial London Hotel Case Study: “Resolution isn’t Revolution – it’s Evolution!” Gemma Todd, Head of Human Resources, Imperial London Hotels In 2015 when I joined Imperial London Hotels there were around 45 grievances ‘in flight’. Each grievance took approximately 5 days to manage; from the initial meeting through to appeal. That equates to c.7.5 months. Add in the time taken to manage 11 of those grievances that progressed to a formal disciplinary, an average of 4 days per case, that added another 1.5 months to the total. Well over half a year just managing grievances. Grievance had become part of the organisational ‘way of life’ and those on both sides of the issue were often expected to continue to work together but even more unhappily than before. With c.1150 employees from different countries, belief systems, values working in a 24/7 – 365 days a year environment across 8 locations it was inevitable that conflicts and disputes would arise. It was also obvious that spending well over half a year managing their grievances was untenable. We had to find another way to take the grief out of grievances. BIOG Gemma has over 20+ years senior leadership and management experience in the HR, OD, L&D space gained through roles held within regional, national and international organisations. As the Head of HR for the Imperial London Hotels Group, she leads a team of six delivering high quality HR, ER, and L&D services and support to c.1100 employees across nine sites in Central London. Gemma is a highly experienced employee relations and employment law specialist who saw the benefit of mediation as an alternative to the more ‘traditional’ routes for conflict resolution. In 2014 through the OCN, she achieved the National Certificate in Mediation, joining the Professional Mediators Association as a qualified and accredited mediator. She is a Chartered Fellow of the CIPD, is a Six Sigma Green Belt, a trained executive coach, a certified management consultant and a Master NLP practitioner. She was recently appointed as a NonExecutive Director for HR to the Shadow Board for the newly formed All Saints Academy Trust in North Essex, where she lives.


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

15:2015:40

4 Steps to Building a World Class Employee Experience Programme Sarah Marrs, Principal Consultant Of Employee Experience, Qualtrics Join Sarah Marrs, employee experience expert at Qualtrics as she walks you through the 4 steps you need to take to build a world class feedback program to help shape your employee experience.

EVOLUTION OF WORKFORCE 16:3016:50

BIOG

OVO Energy Case Study: The Future is Now; Why Organisations Need to Rethink Their Structures and Quickly Kim Atherton, Chief People Officer, OVO Energy Open any broadsheet newspaper and you will find at least one reference to the fact that we are in a productivity crisis. One of the key contributing factors is the organisational hierarchy; optimised for efficiency and internal factors, large organisations can be slow and less focused on the customer. And these organisations will lose market share as AI levels the playing field for efficiencies and economies of scale. So what are the alternatives? Kim will look at how some of the most successful companies of our time overcome these issues and how OVO Energy have empowered, aligned and engaged their distributed workforce via a software platform. BIOG OVO Energy are a EnTech challenger brand and one of the fastest growing organisations in the UK. Kim Atherton joined OVO 5 years ago, and is now Chief People Officer. She has and has overseen rapid employee growth from 100 – 1,600 employees and taken the business from 172nd to 20th in the Sunday Times Best Places to Work. Prior to OVO she was a Chartered Occupational Psychologist, consulting globally with organisations including HSBC, Virgin Atlantic and Novartis.

16:0016:30

Coffee and Networking

Dr Gorkan Ahmetoglu, Lecturer of Business Psychology, UCL Technology is changing the world of work in ways that signi cantly impact your ability to gain and maintain a competitive advantage. The pace of technological change has increased substantially, meaning that staying on top of it, and “at the top”, is becoming increasingly di cult. But whilst many people and organisations recognise the need to become more innovative and entrepreneurial, very few have a clear strategy for it. We will look at the latest evidence‐based insights into increasing innovation and developing an innovative mindset. The workshop will provide in‐depth understanding of the theoretical underpinnings of innovation, disruptive talent and entrepreneurial culture, and their measurement and management. The focus will be on using these tools to help you foster innovation.

Sarah Marrs is a Principal Consultant of Employee Experience at Qualtrics, and has dedicated her career to designing and running employee experience programs. She joined Qualtrics in April 2015, after working in-house at the global retailer Tesco overseeing their global colleague feedback program. At Qualtrics, Sarah works with clients to design employee experience programs that fit their business and drive value–through program and item design through to results interpretation. She specializes in helping organizations take the first step from running annual engagement surveys to more agile feedback types, such as Pulse, Adhoc and Lifecycle surveys. Prior to Tesco, Sarah was at the Hay Group, where she designed and delivered feedback surveys to many different types of organisations – banks, logistics companies, energy companies and more. Sarah’s a big believer in the power of listening to and acting on employee feedback, and always energised to talk about new and innovative ways to collect and act on that information.

15:4016:00

UCL Case Study: The Psychology of Innovation

BIOG Dr Gorkan Ahmetoglu is a Lecturer of Business Psychology at University College London (UCL) and the co-founder of Meta Profiling Ltd. He has previously held the positions of Director of Management and Entrepreneurship, Director of Digital Entrepreneurship, and Director of Consumer Behaviour at Goldsmiths, University of London. He has also taught at London’s City University and Heythrop University. Gorkan is the author of Personality 101, the editor of the Wiley Handbook of Entrepreneurship, and has published numerous articles and reviews in leading academic journals as well as authored in Harvard Business Review and Management Today.

16:5017:10

Nationwide Building Society Case Study: Engaging an Agile workforce Heather Mustafa, Senior Project Manager, Nationwide Building Society Effectively engaging with colleagues in our UK based Branch Network has required fresh thinking as we have embraced a more agile working environment in line with the needs of members. The speed of change has also increased, meaning we’ve had to look closely at the communications methodologies we use and deepen our understanding to be more effective. Although still on our journey, communications have already played a vital role in taking our frontline colleague on the journey from understanding, to inspiring belief to then driving the right actions and behaviours enabling us to consistently deliver a great service to our members. BIOG My passion and belief in Nationwide has meant I have worked there for over 20+ years. Predominantly my experience has been centred around supporting the frontline channels and I’ve had a variety of roles giving me a wide breadth of experience from strategy to employee engagement. I am currently Channel Enablement Lead Manager, where my 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. We are continually looking to ensure our communication methodology compliments the agile working environment of our people and is an enabler to them delivering an excellent member (i.e. customer) experience


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

17:1017:30

Public Health England Case Study: Protecting And Improving The Nation’s Health Tony Vickers-Byrne, Chair of Health and Work Programme & Director of HR, Public House England Tony will present the ‘Compassion at Work’ toolkit, developed by Professor Sir Cary Cooper’s National Forum for Health and Wellbeing at Work, as well as Public Health England’s ‘Pathways to Work’ programme, offering work opportunities for people from under served communities across the country. BIOG Tony has over 20 years’ experience at director level, primarily in the NHS, where he has also led on facilities and communications at the Royal Surrey County Hospital. Tony was HR Director at the Health Protection Agency for five years prior to moving to PHE in April 2013. Tony also chairs PHE’s Delivery Board on Health and Work, which has been set up to work with business, national and local government and the public sector to help employers improve the health of the 27 million adults in employment in England. Tony is also a member of NHS England’s Equality and Diversity Council, a lead mentor in Race for Opportunity’s mentoring circles and a member of the Civil Service schools mentoring programme. Tony is a Chartered Fellow of the CIPD and lives in Dorking in Surrey.

17:30

Drinks and Networking Party

I GOT HUGE VALUE FROM THE EMPLOYEE ENGAGEMENT SUMMIT THROUGH NEW CONNECTIONS AND GREAT TALKS

HARRODS

THE EVENT HAS BEEN GREAT FROM A LEAD GENERATION POINT OF VIEW, AS A SUPPLIER INTO THIS INDUSTRY THE FORMAT HAS BEEN VERY GOOD HAVING A SMALL ENVIRONMENT WHERE WE ARE ABLE TO TAKE TIME TO NETWORK AND ENGAGE


FRIDAY MAY 4TH 2018

EMPLOYEE ENGAGEMENT SUMMIT 2018

2018 EVENTS INCLUDE 04 MAY 2018

EMPLOYEE ENGAGEMENT SUMMIT FRIDAY 4TH MAY 2018

12 JUL 2018

20

EVOLUTION OF WORK CONFERENCE

SEP 2018

THURSDAY 20TH SEPTEMBER 2018

OCT 2018

12

ENGAGE AWARDS 2018

13

NOV 2018

MONDAY 12TH NOVEMBER 2018

01

FEB 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 12TH JULY 2018

CUSTOMER ROBOTICS AND AI CONFERENCE MONDAY 1ST OCTOBER 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE WEDNESDAY 13TH FEBRUARY 2019

20 SEP 2018

INTERNAL COMMUNICATIONS CONFERENCE THURSDAY 20TH SEPTEMBER 2018

12/13 NOV 2018

13 JUN 2019

CUSTOMER ENGAGEMENT SUMMIT MONDAY 12TH & TUESDAY 13TH NOVEMBER 2018

CX MARKETING SUMMIT 2019 THURSDAY 13TH JUNE 2019

EmployeeEngagementSummit.com


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Customer Engagement Summit 2018 – 12th-13th November

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2018 Employee Engagement Summit Preview Guide  

Discover what Europe's largest event of its kind has to offer.

2018 Employee Engagement Summit Preview Guide  

Discover what Europe's largest event of its kind has to offer.