‘best customer and agement event’ of 2013 Agenda Summary 08:15
Registration and Coffee
Stream Options: 13:30 – 15:00
Plenary and Keynotes – Victoria 1 09:00 Welcome: Mike Havard, Summit Chairman, Director Ember Services 09:10
Economy and Business Keynote: Anthony Hilton, Senior Business Commentator, Evening Standard & The Independent
09:40
Customer Engagement Keynote: Morris Pentel, Customer Experience Foundation
10:10
Keynote: Virgin Media Case Study/ 'live performance'
10:40
Coffee
Q&A 13:30 – 15:00
12:30
Coffee
Stream Options:
Evolution of Voice of the Customer – Victoria 1 • BT Retail Case Study • Jeremy Cox, Ovum • Voice of the football fan Case Study
15:30 – 17:00
Omnichannel Customer Engagement – Victoria 1 • Nicola Millard, Futurologist, BT • British Gas Case Study • Starbucks, Case Study • Barclaycard Case Study Q&A
Q&A 11:00 – 12:30
Employee & Customer Engagement – Victoria 2 • Nationwide Case Study • Essex CC Case Study • Lego Case Study • Bruce Rayton, 'Nailing the Evidence' Q&A
15:00
Stream Options: 11:00 – 12:30
Customer Engagement in Contact Centres – Victoria 1 • Carnival UK Case Study • Guy Fielding, horizon2 • Lebara Case Study
Customer Engagement in Public Sector & Utilities - Victoria 2 • Norfolk CC Case Study • British Quality Foundation Case Study • eon Case Study
Customer Engagement in Retail & Financial Services – Victoria 2 • ASOS Case Study • LV= Case Study • Argos Case Study • Lloyds Bank - Case Study
15:30 – 17:00
Q&A
17:00
Closing Keynote: Ben Page, Chief Executive, IpsosMORI
17:20 - 19:00
Chairman’s Summary & Networking Party
Q&A
Lunch
Dominic Graveson will Chair Streams in Victoria 2
“If you only go to one Customer Management Event each year, go to this one! The best line up of topics and speakers I've come across.” Merchants
Who will attend: Senior executives responsible for customer service and customer and employee engagement
• CRM Directors/
• Customer Service
• Marketing Directors/
Directors/Management • Customer Loyalty
Directors/Management
• Contact Centre
Directors/Management • Social Media
Directors/Management
Management
Management • Direct Marketing
Directors/Management
• Digital Marketing
Specialists • HR Directors/
Management • Operational Directors/
Management