2018 Customer Engagement Summit - Preview Guide

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WELCOME THE TEAM Steve Hurst Editorial Director steve.hurst@ebm.media T: 01932 506 304 Nick Rust Managing Director nick.rust@ebm.media T: 01932 506 301 Katie Donaldson Marketing Manager katie.donaldson@ebm.media T: 01932 506 302 James Cottee Sponsorship Sales Manager james.cottee@ebm.media T: 01932 506 309 James Major Sponsorship Sales james.major@ebm.media T: 01932 302 110 Kimberly Bishop Sponsorship Sales kim.bishop@ebm.media T: 01932 506 308 Dan Skinner Membership Sales dan.skinner@ebm.media T: 01932 506 307 Jamie Ross Membership Sales jamie.ross@ebm.media T: 01932 506 306 Hannah Mulea Marketing Executive hannah.mulea@ebm.media T: 01932 302 112 Sabrina Clarke Finance Department finance@ebm.media T: 01932 500 103

A very warm welcome to our 2018 Customer Engagement Summit preview, designed to whet your appetites for what is firmly established as Europe’s premier and most highly regarded customer and employee engagement conference.

This year’s flagship Summit is to be held over two days for the first time, on Monday 12th and Tuesday 13th November. Now in its seventh year, the Summit has gained an enviable reputation for delivering leading edge world class casestudy 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: People Come First’ highlighting that against a backcloth of continuing advances in technology, and the new business models that are being spawned, it is still the human touch that makes the difference in both customer and employee engagement.

This year’s Summit is being held once again at the iconic Westminster Bridge Park Plaza in Central London and again in tandem with our third annual Engage Awards Ceremony, the only customer and employee engagement Awards programme, being held on the evening of November 12th.

One of the benefits of attending the Summit is that you’ll have exclusive access to our event app, where you can see who else is attending and start networking straight away. As well as this, you can 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.

I hope you enjoy this Summit preview and it gives you a flavour of what to expect on November 12th and 13th. I look forward to seeing you there for what promises to be the most exciting day in the customer and employee engagement calendar.

CONTENTS 4-7

Keynote Speakers

8-11

2018 Speakers

12-24

Speakers in Focus

25-26

Engage Awards

27-30

Sponsors

31

Location and Tickets

32-33

Booking Form

Steve Hurst, Editorial Director

CustomerEngagementSummit.com @EngageCustomer #EngageSummits Customer Engagement Summit is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

KEYNOTE SPEAKERS GAVIN INGHAM, MOTIVATIONAL SPEAKER, GAVININGHAM.COM Are you looking for that extra edge in business and life, wanting to create a world-class organisation, or looking to build high-performance teams? If you are serious about you, your people, and your business, then I can help.

WHAT I DO: I help CEOs/MDs/Business Owners to grow their businesses, develop world-class leaders and highperformance teams.

HOW I DO IT: Based on my 'I am 10' methodology, I deliver motivational talks and structured coaching for leaders and teams. Using my powerful, blended approach, results come quickly and can last for the long term.

TIM ARTHUR, CREATIVE DIRECTOR, VIRGIN MONEY As Creative Director of Virgin Money I'm in charge of Marketing, Brand, Digital, Customer Experience and External Comms for one of the most exciting brands in the banking sector.

Our ambition is to make 'Everyone Better Off'. My ambition is to help us become one of the most successful, trusted, innovative and inspirational banks in the UK.

STEPHEN ROBERTSON, CEO, THE BIG ISSUE FOUNDATION 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.

SIMON SEPARGHAN, MANAGING DIRECTOR, GLOBAL CONTACT & DIGITAL CHANNELS, BARCLAYS UK Simon Separghan is Managing Director, Global Contact & Digital Channels Barclays UK and is responsible Leading the strategy, execution and delivery of Customer experience with a global leadership team across multiple locations in the UK and Asia; accountable for delighting over 60m Customers and Client interactions every year.

From high volume traditional Voice through to Social Media and the creation of the UK’s first On-Demand Mobile Video Banking capability, Simon leads a team helping over 4,000 Colleagues make a difference by building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation Having worked with some of the world’s most recognised brands, Simon has spent the last 10 years in Barclays and prior to this role was Global Contact Transformation Director where Simon transformed the virtual servicing capability and re-engineered the operating models to create a competitive advantage.

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KEYNOTE SPEAKERS

CUSTOMERS CHANGE YOUR LIFE STEPHEN ROBERTSON, CEO, THE BIG ISSUE FOUNDATION

OK S O B KET TIC

Buying and selling the Big Issue magazine offers vendor the opportunity to earn a legitimate income but it is their customers who help to change their lives.

Imagine, for a moment, the things you might lose in your journey to the street. The very things that helped you ‘hold it together’, that are precious & now but distant memories. These may be your home, your family, your very sense of yourself. Imagine then that you decide to start your own business, to trade your way back into the world, reclaim what you can of your past & start to build for a new future.

You approach us not because of your wider personal difficulties, you approach us because you want to earn a legitimate income, money from business not from begging or crime; the all too frequent available alternatives. Your personal timeline looking forward may be just a few short hours, “What am I going to eat?”, “How do I get out of the rain?”, “Where am I going to sleep tonight?”.

In the business of changing your life You begin by buying & selling the Big Issue. You receive a few free copies of your magazines’ and you are instantly up and running your own business. You return the next day with some money that you have saved. 24 hours have been added on to your personal timeline. You are thinking about tomorrow and your journey has begun. You have the personal and actual capital to move forward.

But your journey will not be easy. You buy your magazines for £1.25 and sell them on for £2.50, they are not ‘sale-or-return’, you have to budget, you have to plan, and you have to work hard. Selling the Big Issue is the hardest face-to-face job in the land.

When you put on the famous red tabard & hold up your copies of the current week’s magazine, some people do not see you for what you are; a newsagent without a shop. Some just see a ‘homeless’ person with a piece of A4 paper; a representative of the idle, the feckless, the worthless; worthy of contempt & general disdain. It is not uncommon for Big Issue vendors to be ignored or told to ‘get a job’, when they have one and it is their own business.

EVERYDAY ACTIVISM Big Issue vendors have to persuade people to overcome their prejudices and put their money into their homeless hands; to cross a social divide and trade. Vendors have to develop social skills to ensure that their business work and it is these very social skills that reinforce the business model, creating the confidence and resilience to move forward.

For all the challenges in running your start-up enterprise, it is the interaction between a vendor and their customers that really get things going. When some says something as simple as ‘no thank you’ it is an acknowledgement that you are there, that you exist.

The receipt of £2.50 for a copy of your product can seem as though someone has given you £2500’s worth of validation. Stopping for a chat is not something everyone does in their busy daily schedules, but it can count for even more. Engagement is everything!

So, when you see a Big Issue vendor remember that they are hard at work changing their lives. You can be an everyday activist, say ‘not today thank you’, make eye contact, have a conversation and show others that this is normal and good. And, if you can, put your money where your heart is and invest £2.50 into some goodness. You will be helping someone to change their life, that’s a big return for a few coins; it’s a great read and a great deed.

Stephen Robertson is CEO of The Big Issue Foundation. For more information please visit www.bigissue.org.uk

CUSTOMER ENGAGEMENT SUMMIT 2018 - 5

KEYNOTE SPEAKERS

PSSST! CAN I BE HONEST WITH YOU? GAVIN INGHAM, MOTIVATIONAL SPEAKER, GAVININGHAM.COM

OK S O B KET TIC

I’ve been a speaker, author, and coach on sales and mental toughness for many years now, and in my experience, most people are not honest.

They’re not honest with themselves. They don’t admit to themselves the truth of their situations. They don’t admit to themselves that they are where they are because of the decisions that they have made and the actions that they have taken.

They don’t accept that they and they alone are responsible for the sales that they have made and the sales that they have lost.

I meet business people every day who have lost sales, and they say things like “Well, the client was never really into us,” or “The client took us on a merry dance,” or “It was the economy,” or “We were too expensive.”

They very rarely say, “You know what, maybe I didn’t engage that client correctly. Maybe I didn’t ask the right questions. Perhaps I did not add enough value.” It sounds harsh, but most people are just not honest with themselves.

I meet people who say to me, “I’m snowed under. I just haven’t got the time to do the things that you’re talking about.” And the reality is, they’re lying to themselves because we all have the time. People say, “I haven’t got the time to get fit. I haven’t got the time to spend with my family. I haven’t got the time to study.” And yet other people manage to do it.

You need to be honest with yourself.

You decided not to make that time. You decided not to ask those questions of that client. You decided not to put time aside for prospecting. You decided not to spend time reading and improving your sales skills. You decided not to spend time preparing for that client presentation.

You decided to do something else with that time instead.

In my talks on mental toughness, many people come in wanting “the magic pixie dust.” They want a pill to take away their pain—a simple, unfailing strategy that will change their sales and their business.

They do not want the truth.

They don’t want to know that they are responsible for where they are and the results that they are getting. They don’t want to consider that they were not motivated enough, not persistent enough, not skilled enough, or not client focused enough. They don’t want to know that, despite all of those long client conversations and proposals, they never actually got to the root cause of their client’s situation, and they never touched them emotionally.

Many people cannot handle the truth. They’re not ready for the truth. They don’t have the mental toughness to be honest with themselves. They don’t have the mental toughness to critically think about what it is that they do and how they are responsible for their own results.

And, here’s the thing - that’s okay.

If you don’t want to improve your sales, you don’t have to ask yourself difficult questions. But if you want to get amazing results, if you want to be a sales rock star and drive yourself in the direction of your dreams, then you need to be more honest with yourself about how your beliefs, attitudes, and habitual behaviours con-tribute to your success or lack of it.

So my question to you is, can you be honest? Do you want to be honest? Are you ready to be honest?

Is it time that you made some changes in your life and got the results that you deserve? Is it time that you looked more closely at how your actions have got you where you are and what you can do to get you where you want and deserve to be? Is it time you committed to what you can do to get you where you want and deserve to be?

Here are 7 areas that I have found honesty can make a huge difference to your business and your sales:-

CUSTOMER ENGAGEMENT SUMMIT 2018 - 6

KEYNOTE SPEAKERS

1. Focus on your skills.

Improving your sales skills even slightly can make a massive difference to the results that you get.

2. Be an expert.

Put the time in to being the best, and it will pay dividends.

Transform yourself into a resource that your competition cannot compete with and that your clients cannot do without.

3. Take responsibility for your sales.

Stop abrogating responsibility and apportioning blame, and start asking what you can do to make more sales. Make yourself the captain of your own ship and set your own destination.

4. Add value.

Turn selling on its head. Stop worrying about persuading, influencing, and presenting, and start concentrating instead on understanding, caring, and adding value. The best salespeople care and it shows.

5. Be honest about the effort that you put in.

If you want to crush it, you need to get things moving. Step up, and put your back into it.

6. Activity is the real deal.

Everything you do defines you. Your consistent actions create your habits. And your habits define your results— good or bad. You need to measure and monitor your habitual activity.

7. Be entrepreneurial.

Banish the employee mindset. Focus on making things happen. Encourage your staff to treat their area of the business like they are running and small business and they are the CEO. And, finally, be your best. Be the best version of you and constantly seek to up your game.

Life is more complicated than it used to be. Business is more challenging. Reaching out to, connecting with, engaging and selling to clients is hard. Good enough is not good enough any more. If you want to succeed, you need to be the best that you can be. That is the ultimate differentiator.

What area of your business could you do with looking at more honestly?

For more from Gavin Ingham, visit www.GavinIngham.com.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 7

SPEAKERS KEYNOTE SPEAKERS

Gavin Ingham

Tim Arthur

Stephen Robertson

Gaviningham.com

Virgin Money

The Big Issue Foundation

Simon Separghan

Sally Earnshaw

Barclays

Managing Director

HALL CHAIRS

Martin Hill-Wilson

Cathy Brown

Nicholas Brice

Gerry Brown

Brainfood Consulting

Engage For Success

American Express Community Stadium

Customer Lifeguard

SPEAKERS

Benjamin Rand

Dan Hagen

Peter Croney

Adetola Orukotan

Olympus

Olympus

Energie Fitness

Watford Service Centre

CUSTOMER ENGAGEMENT SUMMIT 2018 - 8

SPEAKERS

Jonathan Bunn

Nicholas Cockerill

Iselin Lovold

Moira Clark

Metlife

Sky Gaming

Just Eat

Henley Business School

David Wales

Kim Ratcliffe

Marco Eijsackers

Sarah Sargent

Kent Fire and Rescue Service (FRS)

Water Plus

ING-DIBA

Lowell

Deb Oxley

Sean McMahon

Alex Walker

Christine Smith

Employee Ownership Association

Belron International

NHBC

NHBC

Debbie Bennett-Jackson

Andrew Richards

Gemma Todd

Zane Rudovska

CITI

Metro Bank

Imperial London Hotels

Sun Finance Group

CUSTOMER ENGAGEMENT SUMMIT 2018 - 9

SPEAKERS

Stella Creasey

Paul Somerville

Angel Lozano Gragera

Anneka Brazie

Fidelity International

Vodafone

Tasis The American School in England

Holiday Extras Ltd.

Emma Perkins

Natasha Traynor

Rosie Bailey

Emma Dixon

Experian

Oxford International

Citysprint

Formica

Peter Mooney

Teresa Chandler

Pauline Wilson

Gerhard Fourie

Holiday Extras

Zoological Society of London

Virgin Holidays

Aston Martin Lagonda Ltd

Nichola Stallwood

Alvin Jackson

Joseph Lane

Eliška Dočkalová

ZSL

South Eastern Railway

Homegroup

Kiwi.com

CUSTOMER ENGAGEMENT SUMMIT 2018 - 10

SPEAKERS

Richard Spencer

Nick King

Tony Vickers-Byrne

Amy Vetter

Promoderation

Auto Trader

CIPD

Samsung

Martin Kersey

Peter Finding

Tara Mansfield

Darren George

St Andrew's Healthcare

Taylor Vinters

Monzo

Samsung

Caroline Black

Jackie Ducker

Sandeep Kaul

Angela Johnson White

Business Stream

Kier

Osbindia Private Limited

Suntrust Bank

Diane Burke

Sam Bleazard

Arif Jafferji

Katrina Broster

South Eastern Railway

Laing O’Rourke

Scania

The Telegraph

CUSTOMER ENGAGEMENT SUMMIT 2018 - 11

SPEAKERS

Steve Murphy

Chris McGrath

Sascha Evans

David Stokes

Mersey Care NHS Trust

Marks and Spencer

Kent College Pembury

Farecla Products Ltd

Giles McClelland

Heather Mustafa

Terence Sorrell

Claire Carroll

University of Central Lancashire

Nationwide

Connected Homes Hive

The Co-Op

Peter Evia-Rhodes

Julia Barbosa

Sarah Davies

Michael O’Grady

News UK

Save The Children

Oliver Bonas

Forrester Research

CUSTOMER ENGAGEMENT SUMMIT 2018 - 12

SPEAKER IN FOCUS

JULIA BARBOSA SAVE THE CHILDREN

TAKE 5 WITH JULIA BARBOSA 1. Tell us more about the customer engagement approach Save the Children adopts?

I work in the Fundraising and Marketing division, so our customers are the people who support our cause. This could be donating money, campaigning or doing something to raise money or awareness.

We are very focused on ensuring that we’re giving our customers the best experience, so we make sure that we know what is relevant to them and we listen to what they tell us. We know that they want to hear about the impact of their donations and we make sure that we’re keeping them up to date.

2. How do you maintain that culture throughout the whole organisation?

We have a whole strategy about being customer centric, and each team is responsible for ensuring that this approach is embedded in their activity. We also focus a lot on audience insight, so that everyone knows their customer well.

3. Tell us more about your case study focus?

The charity sector has been through a lot of change recently, so I’m going to talk about what we’ve learned so far, from things that went well and also things that didn’t go according to plan. Trying new things and failing is part of the innovation process, but people tend to only highlight their successes. In fact, we often learn more when things don’t go so well.

4. What trends do you feel will be around for years to come in customer engagement?

For me the key is that customers are more demanding, and rightly so. People have high expectations about their experience, and I think this is a great opportunity for companies to stand out and deliver more. I think this will be the key for differentiation in the long term. And for the charity sector, this has a big impact – it’s a great time for us to learn from the private sector and vice-versa. Every industry is different but everyone needs to deliver the best experience and engagement to their customers.

5. How big of a role will technology play in the future of customer engagement?

It will play a huge role and will continue to improve how customers relate to brands. In many ways we’re in a transition: we talk about ‘omni channel’ but at the moment the customer experience is still very fragmented. Technology will help brands give customers easier ways to engage, and increasingly this will be seamless, and not only in terms of how the customer sees your brand. Brands that engage customers well will be the ones that really add value to their lives.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 13

SPEAKER IN FOCUS

PETER EVIA-RHODES NEWS UK

TAKE 5 WITH PETER EVIA-RHODES 1. Tell us more about the customer engagement approach The Times & The Sunday Times adopts?

We put the customer’s behaviour and preferences at the heart of everything we do at The Times & The Sunday Times. Within the subscription business we’re able to track our customers digital usage including the articles they read, frequency of their visits, comments they post, Times+ events they attend, and stories they share. These elements combined create a Customer Engagement Score and from this we can see a direct correlation with satisfaction and likelihood to remain a subscriber. Supported with verbatim from 10,000 customer contacts a week, we’re focusing on providing an easy to use service, which broadens our customer’s horizons and highly personalised.

which we track at a granular level, and although this is a lagindicator it correlates with voice of the customer and engagement data.

2. How do you maintain that culture throughout the whole organisation?

We’ve rallied the organisation behind a subscriber target to create a common goal. The Times is over 200 years old, so changing mind-sets have been challenging. Focusing on a subscriber target has seen us working in collaboration with editorial to understand what content is effective at converting and retaining subscribers. This has helped guide what we produce and how it’s marketed. We’ve also worked with the technology teams to prioritise a roadmap improving the subscriber experience, reviewing each activity objectively against our common aim. All departments regularly visit the contact centre, and with customer feedback given the upmost focus there’s a culture and desire to continually evolve with the times.

5. How big of a role will technology play in the future of customer engagement?

Technology enhancements in recent years have already revolutionised engagement and will further enable us to reach a cost-effective micro-level personalisation. Affordable machine learning is providing us with unimaginable customer segmentation, and artificial intelligence will take the human out of the execution loop enabling timely, highly targeted communications. These developments are however dependent on investment in the capabilities, integration with existing stacks and governance. These all enable us to reach customers at a time and in a format, which is convenient. I also see behavioural psychology also playing a key role through the contact centre as brands distinguish themselves through premium, personal conversations to demonstrate differentiated value, which builds rapport and loyalty.

3. How do you measure your customer experiences?

We incorporate ‘voice of the customer’ surveys into key moments of their lifecycle to gauge experience across a range of factors. In addition, we track print subscriber voucher redemption rates alongside an online dwell time to calculate a Customer Engagement Score. This metric enables us to identify happy customers and take action on behavioural changes to sustain habit and value. Ultimately, the true view of a customer’s experience is seen in our retention rates,

4. Tell us more about your case study focus?

My case study is centred around our journey from being the first newspaper to charge for it’s online content, to one, which has over 500,000 subscribers, an award winning customer lifecycle, and growing in a declining industry. I will take you through our learning’s, and demonstrate the value we’ve realised from investing in data sciences within a programmatic ‘always-on’ customer lifecycle. I want to help those who are on a similar journey and quantifiably show the impact of our various changes over the last 4 years.

6. What are you most looking forward to about this year’s Customer Engagement Summit?

I’m really looking forward to hearing about other people’s engagement journeys. Knowledge sharing across industries is hugely valuable and I’m particular excited to hear where teams have revolutionised their business performance. We face similar challenges and I’m a huge believer of fixing them together as we’re also customers ourselves. So if you see me, come say hi.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 14

SPEAKER IN FOCUS

DAVID WALES KENT FIRE AND RESCUE SERVICE (FRS)

TAKE 5 WITH DAVID WALES With the flagship Customer Engagement Summit just over a month away, we sat down with some of this year’s speakers to hear more about their industry and what you can expect from their case studies. Today, we took five with David, Customer Experience Manager, Kent Fire and Rescue Service.

1. Tell us more about the customer engagement approach that Kent Fire and Rescue Service adopts?

The UK Fire and Rescue Service has a good record of actively engaging with our communities to deliver the services we provide, whether emergency, community safety or regulatory.

However, as part of a ground breaking research project studying human behaviour (in house fires), Kent Fire and Rescue Service learnt a lot by asking people to tell us their story in their words. As a result we wanted to use this perspective more widely across our business and found the ‘customer’ model compelling. It had a number of attractions including the ability to apply it across all relationships (internal and external customers), it was a well-established and familiar term, and it provided an ability for us to learn from the best customer organisations, regardless of sector.

So we will continue to develop our community links but will need to enhance the way we interact and what we ask, not just at point of delivery but by seeking to use co-creation and other methods to bring us closer to customers. Along with this we are also looking at how incorporate the customer model and mind-set across our own departments and with service delivery partners.

I still get a few quizzical looks when talking about our ‘customers’. I think some people initially struggle with the concept of that in the emergency environment they associate us with, although that is only one part of our work. And actually, as we talk through the insight and opportunities that a customer model gives us, then they appreciate how transformative it will be.

2. How do you maintain that culture throughout the whole organisation?

We are the first Fire and Rescue Service to commit to using a customer experience model, and are still at a relatively early stage of our journey. We have had many discussions about what a customer culture would look like for us and are already seeing encouraging signs of change.

We have had excellent advocacy at corporate level for this approach and it is now firmly embedded as our direction of travel. We have, and will continue, encouraging open and honest discussions and to promote our successes and acknowledge where we could do better. We recognise that we need to explain proposed changes to colleagues and that we are doing so because it is the right thing to do. We have found workshops have been a very successful approach for specific teams.

As part of our ‘Customer Focus’ project, we have also trained 33 Customer Advocates to provide a cross service team. They have been a great asset and are starting to introduce customer thinking and tools in their departments.

3. How do you measure your customer experiences?

We have traditionally asked customers whether they were satisfied with us and always achieve very high scores.

However, that may be due to how people feel about us in general and their gratitude at being helped, especially if it is in a moment of distress. It has obvious limitations as a means of underpinning service improvement. We want to move from the customer satisfaction space to providing the best possible customer experience and benefit.

Like other Fire and Rescue Services, we have a mixture of nationally determined and local Key Performance Indicators (KPI’s). However, none of these really give us a robust measure of customer experience. As such, we will undertaking some exciting and innovative research to understand what

CUSTOMER ENGAGEMENT SUMMIT 2018 - 15

matters to our customers (both internal and external) in two pilot areas. This is not an evaluation of existing products/services but aims to capture what immediate or longer term benefits people seek or are able to realise with our assistance. From this research we will develop a blue print to test other areas of our activity and to inform the development of customer informed KPI’s.

4. In your case study, you mention identifying research and insights needed to rethink your relationship with the public. Could you tell us more about this?

About 10 years ago, we wanted to understand why the public were not behaving the way we expected or we had advised them to prior to our arrival at house fires. In the absence of relevant current literature, we undertook a local survey which led to a national study, attracting international interest along the way. One outcome was the creation of the world’s first large scale database of human behaviour in dwelling fires.

The research resulted in 6 key insights, one of which was regarding the role of the public, and our relationship with them. It became very clear that we would need: to better at recognising and respecting their individual priorities and needs; to work with, rather than against, human behaviour (by not assuming we could just get them to follow our standard advice); to recognise the emotional experience of emergencies and to work differently with partner agencies to join up services around the entire customer journey. The research told us we had made a number of incorrect assumptions and did not entirely share the same aims as the public in terms of what they valued and would do to achieve their priorities.

Over the past six years, we have also worked with the burns sector which led last year to the production of a report titled ‘Saving Lives Is Not Enough’. This set out a new vision for how we could achieve a better experience and quality of life outcomes for people who receive a burn injury. Using a customer journey and end to end approach, quickly highlighted ways in which we could see something that was very familiar to us in an entirely different light. All the recommendations in the report are being taken forward and have gained a lot of support in the UK and internationally.

5. What do youprovide to your customers that will make them experts with your service?

This is a very interesting challenge. We are not a service that people will think about or use very often and, certainly for emergency events we do not want repeat custom. So customers may not ever have really thought about or know what to expect from us. They may even have an impression gained from different sources including television. So we are increasingly trying to introduce ways for customers to

understand what services we offer (which is much wider than most people are aware of) and the standard they should expect from us. A recent example is that we have recently published our Customer Promise (one for external and one for internal customers). But we want to go further and help customers have an ability to assess whether we met our commitments for individual services. Linked to this is ongoing work to ensure we make receiving feedback an easy and comfortable experience.

We appreciate that, increasingly, the best customer experience organisations will set the standard for all of us regardless of which sector we operate in. We welcome that.

So, we will keep on listening to customers, provide explicit information about what they should expect from us and find ways for them to work with us to create the services they need.

6. What trends do you feel will be around for years to come in customer engagement?

From my perspective, I hope that we will see more work to bring organisations together to deliver genuinely end to end and joined up services. There is already great scope to do this but it requires a different approach to partnerships and a willingness for public, private and third sectors to work together flexibly. Finding compelling business benefits and creating a shared aim for all partners may be a challenge. But, we know the public find it frustrating to have so many organisations to deal with when they have an event or issue involving multiple agencies/companies. Whilst we all have a strong sense of our particular organisations role and uniqueness, our customers do not always care so much and just want someone to take responsibility.

So, my hope is we maintain a relentless focus on the customer/human needs and opportunities and then look to technology and other tools to provide these.

7. What are you most looking forward to about this year’s Customer Engagement Summit?

The programme looks very varied and I always enjoy hearing from such an interesting range of speakers. Despite such differences in products or services, the challenges faced by most organisations in the customer experience arena seem to be similar. This means you can build great connections and really think about things from a different perspective. It also means we can learn from the best and take away some great case studies from brands that colleagues can relate to. This in itself is very motivating and reassuring as we develop our customer focus.

However, networking and the chance to meet such passionate and knowledgeable delegates is undoubtedly one of the highlights for me.

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• End User • Full Conference Pass • 4 Seminar Halls • Join Roundtable Sessions • Lunch & Refreshments • Networking App • Presentation Slides • Access to Video Library • Networking Drinks Party

• End User • Full Conference Pass • 4 Seminar Halls • Join Roundtable Sessions • Lunch & Refreshments • Networking App • Presentation Slides • Access to Video Library • Networking Drinks Party

• End User • Full Conference Pass • 4 Seminar Halls • Join Roundtable Sessions • Lunch & Refreshments • Networking App • Presentation Slides • Access to Video Library • Networking Drinks Party

• End User • Full Conference Pass • 4 Seminar Halls • Join Roundtable Sessions • Lunch & Refreshments • Networking App • Presentation Slides • Access to Video Library • Networking Drinks Party

• Industry/Service Provider • Full Conference Pass • 4 Seminar Halls • Lunch & Refreshments • Presentation Slides • Access to Video Library • Networking Drinks Party

INDUSTRY/VENDOR

£595

£995

£1995

£2995

£1495

+VAT £119

+VAT £199

+VAT £399

+VAT £599

+VAT £299

CustomerEngagementSummit.com @EngageCustomer #EngageSummits

DAY 1 PLENARY KEYNOTES Day One: Chair's Introduction Martin Hill-Wilson

9.00

9.05

I Am 10 – Be More, Do More, Have More.

4 Strategies That Will Give You The Edge in Business & in Life Gavin Ingham

HALL 1

HALL 2

Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

Cathy Brown

CUSTOMER ENGAGEMENT TRANSFORMATION PART ONE 11:00

Olympus Case Study: Transforming From Product-first to Customer-first Benjamin Rand, General Manager - Customer Support & Dan Hagen, Regional Business Head Service Contracts & Field Support Services, Olympus

11:20

Expert Case Study: TBC

11:40

NHBC Case Study: Engaging builders to improve homeowner outcomes Alex Walker, Claims Operations Manager & Christine, Claims and Commercial Director, NHBC

Vodafone Case Study: Customer Data and Privacy – it’s people thing James Grimshaw, Head of Customer Security, Vodafone

12:20

Expert Case Study: TBC

12:40

B2B CX: the building blocks to great relationships Helen Wilson, Global Chief Experience Officer – Customer Experience & Mystery Shopping, Ipsos Mori

Sponsor Presenation: Genesys with Marks & Spencers TBC

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER PART ONE 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

11:20

Expert Case Study: TBC

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 12:00

9.25

THE EVOLUTION OF CX SERVICE DESIGN PART ONE 12:00

TASIS Case Study: Storytelling to Attract your Customers Angel Lozano, Director of Institutional Advancement, Tassis (American School)

12:20

Expert Case Study: TBC

12:40

Hive Case Study: Creating the internet of YOUR things Terence Sorrell, Global Business Design Manager, Hive

13:00 Lunch and Networking

CUSTOMER AND EMPLOYEE ENGAGEMENT IN FINANCIAL SERVICES PART ONE

FUTURE OF THE CONTACT CENTRE PART ONE 14:00

DWP Case Study: "Engagement" How do we move from good to great?

Adetola Orukotan, Operational Manager, Employment and Support Allowance Dispute Resolution Team, DWP

14:20

Expert Case Study: TBC

14:40

City Sprint Case Study Rosie Bailey, Director of Customer Management, CitySprint

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX PART TWO 15:00

Sky Betting and Gaming Case Study: Risk of automation in Operations? What risk?

Nicholas Cockerill, Head of Product – Operational Technology, Sky Betting and Gaming

15:20

Expert Case Study: TBC

15:40

KRBS Case Study Sandeep Kaul, Senior Manager – Customer Service Manager, KRBS

14:00

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

14:20

Expert Case Study: TBC

14:40

Metro Bank Case Study Andrew Richards, Head of Organisational Development, Metro Bank

CUSTOMER AND EMPLOYEE ENGAGEMENT IN RETAIL PART ON 15:00

Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O'Grady, Principal Forecast Analyst, Forrester

15:20

RCS Messaging: The Next Generation of Mobile Engagement Has Arrived Nick Millward, VP Europe, Mgage

15:40

The Co-op Case Study: Relevance: How to position the contact centre as a strategic asset Claire Carroll, Head of Sales and Service, The Co-Op

16:00 Coffee

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER PART TWO

THE EVOLUTION OF CX SERVICE DESIGN PART TWO 16:30

Samsung Case Study: Maximising the use of attitudinal customer and behavioural data to optimise performance Darren George, European Head of CX NPS Insights & Amy Vetter, European Head of Digital Insights, Samsung

16:30

Employee Engagement at TCS Ramkumar Chandrasekaran, HR Director, Tata

16:50

Expert Case Study: TBC

16:50

Expert Case Study: TBC

17:10

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

17:10

Promoderation Case Study: How to get your whole organisation behind delivering great experiences Richard Spencer, Director, Promoderation

17:30

Drinks & Networking Party

CUSTOMER ENGAGEMENT SUMMIT 2018 - 18

DAY 1 PLENARY KEYNOTES Opening Plenary Presentation: TBC

9.45

10.05

Opening Plenary Presentation: TBC

10.25

HALL 3

HALL 4

Chair: Gerry Brown

Chair: Nicholas Brice

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE PART ONE 11:00

Virgin Holidays Case Study: Our customers are not our first priority Pauline Wilson, Operations Director, Virgin Holidays

11:20

Expert Case Study: TBC

11:40

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

EVOLUTION OF VOE ACROSS THE ENTERPRISE 11:00

Formica Case Study: The importance of investment in the future capability of leadership Emma Dixon, People and Performance Manager – UK and Scandinavia, Formica

11:20

Expert Case Study: CAPITA Moritz Dinger, Market Director, Capita

11:40

St Andrews Healthcare Case Study: Engagement on The Edge Martin Kersey, Executive HR Director, St Andrews Healthcare

CX STRATEGIES FOR THE CUSTOMER JOURNEY PART ONE 12:00

Experian Case Study: Working together to improve Employee and Customer Engagement Emma Perkins, Head of Customer Experience EMEA, Experian

12:20

Expert Case Study: TBC

12:40

Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; creating a culture of excellence in modern construction Jackie Ducker, Customer Experience Director, Kier

Coffee

COMBINING CX STRATEGY WITH CULTURE 12:00

Taylor Vinters Case Study Peter Finding, Partner, Taylor Vinters

12:20

Expert Case Study: TBC

12:40

Henley Business School Moira Clark, Director, Henley Business School

13:00 Lunch and Networking

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE PART TWO

INTERNAL COMMUNICATIONS PART ONE 14:00

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

Expert Case Study: TBC

14:20

Inmoment

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

14:40

Energie Fitness Case Study: How to become the hero of customer engagement in your organisation Peter Croney, General Manager, Energie Fitness

14:00

Autotrader Case Study: Digital Excellence – an easier more enjoyable journey Nick King, Insight Director, Autotrader

14:20 14:40

ARTIFICIAL INTELLIGENCE AND ROBOTICS

CX STRATEGIES FOR THE CUSTOMER JOURNEY PART TWO 15:00

Water Plus Case Study Kim Ratcliffe, CCO, WaterPlus

15:00

kiwi.com Case Study: Imagining the impact of voice-enabled AI on CX Eliska Dockolova, Head of Innovations, kiwi.com

15:20

Expert Case Study: TBC

15:20

Expert Case Study: TBC

15:40

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

15:40

CX Company

16:00

Coffee

TRAINING, LEARNING AND DEVELOPMENT

MARKETING AND THE CX 16:30

ING Case Study: Building the bank of tomorrow Marco Eijsackers, Head of Strategy & Business Development, ING

16:50

Expert Case Study: TBC

17:10

Telegraph Group Case Study: Driving customer demand through a content-first acquisition strategy Katrina Broster, Head of Acquisition Strategy, Telegraph Group

17:30

16:30

CIPD: The power of employee diversity networks in developing diversity and inclusion and employee wellbeing work programmes Tony Vickers-Byrne, Chief Adviser for HR Practice, CIPD

16:50

Expert Case Study: TBC

17:10

Zero Suicide Alliance Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance

Drinks & Networking Party

CUSTOMER ENGAGEMENT SUMMIT 2018 - 19

DAY 2 PLENARY KEYNOTES 9.00

Day One: Chair's Introduction Martin Hill-Wilson

09:05

Barclays: Humans are still at the heart of banking in the digital age Simon Separghan, Barclays

09:25

Expert Case Study:

10:05

The Big Issue Foundation Stephen Robertson, CEO, Big Issue Foundation

10:25

Coffee

09:45

HALL 1

HALL 2

Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

Cathy Brown

THE FUTURE OF CX

EVOLUTION OF VOC ACROSS THE ENTERPRISE - PART 2

11:00

Aston Matin Case Study Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin

11:00

Lowell Case Study: Changing perceptions: engaging a reluctant audience Sarah Sargent, UK Director of Customer Experience, Lowell

11:20

Expert Case Study:

11:20

Expert Case Study:

11:40

Finecap Case Study: Customer care - the new marketing!

Zane Rudovska, Head of Customer Care & Sales, Fincap

11:40

Save the Children Case Study: How failure can make you better at engaging audiences Julia Barbosa, Special Projects Lead, Save the Children

FUTURE OF THE CONTACT CENTRE PART TWO

CUSTOMER AND EMPLOYEE ENGAGEMENT

12:00

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

12:00

South Eastern Railways Case Study: Making the Difference Alvin Jackson, Customer Experience Champion & Diane Burke, Commercial/ Customer Experience Director, South Eastern Railways

12:20

Expert Case Study:

12:20

Expert Case Study:

12:40

The Times & The Sunday Times Case Study: How The Times & The Sunday Times with Data Science delivered record growth Peter Evia-Rhodes, Director of Customer Value, The Times & The Sunday Times

12:40

London Zoo Case Study: Value added OD (Organisational Development) on a shoestring.

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

HALL 3

HALL 4

Chair: Gerry Brown

Chair: Nicholas Brice

CUSTOMER ENGAGEMENT TRANSFORMATION PART TWO

CUSTOMER AND EMPLOYEE ENGAGEMENT IN RETAIL PART TWO

11:00

Scania Case Study: Digital Transformation in the used truck market Arif Jafferji, Business Development, IT and Marketing Director, Scania

11:00

Just Eat Case Study Iselin Lovold, Group Head of Restaurant Operations, Just Eat

11:20

SPONSOR

11:20

Expert Case Study:

11:40

Kent College Case Study Sascha Evans, Director of External Relations, Kent College

11:40

Marks & Spencer Case Study: Natural Language Processing (NLP) transformative developments.

Chris McGrath, IT Programme Manager, Marks & Spencer

INTERNAL COMMUNICATIONS PART TWO 12:00

Citi Bank Case Study Debbie Bennett-Jackson, Marketing Consultant, Citi Bank

12:20

Expert Case Study:

12:40

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

CUSTOMER AND EMPLOYEE ENGAGEMENT IN FINANCIAL SERVICES PART TWO 12:00

Metlife Case Study: Employee Engagement - The Virtuous Circle Jonathan Bunn, Head of Communications, MetLife

12:20

Expert Case Study:

12:40

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

13:00 Lunch and Networking

CUSTOMER ENGAGEMENT SUMMIT 2018 - 20

WHAT TO EXPECT

ALEX WALKER AND CHRISTINE SMITH NHBC

NHBC CASE STUDY – ENGAGING BUILDERS TO IMPROVE HOMEOWNER OUTCOMES 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 their house-builder during construction of the home drives high levels of customer retention and engagement and consumer satisfaction 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.

BENJAMIN RAND AND DAN HAGEN OLYMPUS

OLYMPUS CASE STUDY: TRANSFORMING FROM PRODUCT-FIRST TO CUSTOMER-FIRST 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.

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.

NICK KING AUTO TRADER

DIGITAL EXCELLENCE – AN EASIER MORE ENJOYABLE JOURNEY 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, we can all apply to our own businesses.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 21

WHAT TO EXPECT

DARREN GEORGE AND AMY VETTER 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

DAVID WALES KENT FIRE AND RESCUE SERVICE (FRS)

HOW A ‘CUSTOMER FOCUS’ IS TRANSFORMING THE FIRE AND RESCUE SERVICE I will cover • a quick overview of the Fire and Rescue Service range of activities • describe the research and insights that identified the need to re-think our relationship with the public • Kent Fire and Rescue Service’s approach, and challenges to, adopting a customer focus • identify early results and planned changes resulting from a customer focus • use a case study of working with the burns sector to show how this translates in to an end to end customer experience

GEMMA TODD IMPERIAL LONDON HOTELS

BRINING POSITIVE ENGAGEMENT TO YOUR WORKPLACE 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 our skilled and talented staff members has become even sharper. To ensure we are retaining our best people, Imperial London Hotels has taken positive steps to introduce innovative approaches to improve the experience of all staff working at the Company. Reward and recognition, conflict resolution, career development and celebration are all part of the new way we ‘do business around here’.

TONY VICKERS-BYRNE CIPD

THE POWER OF STAFF NETWORKS Examining how harnessing the ideas and influence of staff networks across organisations can improve staff engagement and performance, as well as demonstrating to managers the effectiveness of real staff inclusion in strategic planning and decision making.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 22

WHAT TO EXPECT PETER FINDING TAYLOR VINTERS

TAYLOR VINTERS CASE STUDY 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.

PETER MOONEY AND ANNEKA BRAZIER HOLIDAY EXTRAS

HOLIDAY EXTRAS CASE STUDY An overview of how Holiday Extras has created their version of Customer Insight, from scratch. How they have taken that concept, iterated and evolved it to deliver against an increasing volume of demand for the ‘gold’ that lies within this new sphere.

• Identification – what do we have and where could it be found • Mapping – matching feedbacks to the customer journey • Categorisation – creating meaningful categories for the wider Business • Appetite and action – promote what we found, identify allies and action the issues Our journey is two years old and we have learned a lot in that time. Some key successes under our belts, that have helped establish this concept.

However, significant challenges still to overcome. Come along and listen to our journey and see if that will help you in yours

SARAH SARGENT LOWELL

CHANGING PERCEPTIONS: ENGAGING A RELUCTANT AUDIENCE 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. 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.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 23

REPORT

CLICK HERE VIEW THE 2017 CUSTOMER ENGAGEMENT SUMMIT HIGHLIGHTS VIDEO

CLICK HERE FOR THE 2017 SUMMIT SURVEY REPORT 04

06

INTERVIEW

08

FOCUS ON

FEATURE

Are you giving customers what they need?

Get the experience right by design

Engaging audiences through happiness

Customer engagement can mean different things to different people but everyone has “needs”

Bupa has recently undertaken a new study to help improve their customers’ health journey

Julia Barbosa on how a trip around the world changed Save the Children’s comms

TRANSFORMATION C U S T O M E R

E N G A G E M E N T

T R A N S F O R M A T I O N

AUGUST 2018

I N D U S T R Y

R E P O R T

EngageCustomer.com

TRANSFORMING TO THRIVE THE BRAVE NEW CUSTOMER WORLD

CLICK HERE TO READ THE TRANSFORMATION 2018 REPORT

16 & 18

VIEW FROM THE CHAIRS

10 MINS WITH

Martin Hill-Wilson

Nick Brice

Richard Spencer

Gives his take on some of the highlights from the Conference

Chair of Hall 2 provides us with some of the day’s highlights

Director of Promederation, is in the hot chair

CUSTOMER ENGAGEMENT SUMMIT 2018 - 24

Published by

WHAT TO EXPECT

RICHARD SPENCER PROMODERATION

HOW TO GET YOUR WHOLE ORGANISATION BEHIND DELIVERING GREAT EXPERIENCES 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. Roger and 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.

ADETOLA ORUKOTAN WATFORD SERVICE CENTRE

WATFORD SERVICE CENTRE CASE STUDY: “ENGAGEMENT” HOW DO WE MOVE FROM GOOD TO GREAT???

This session will simply explore practical steps of how to get Engagement from good to great in any organisation by looking practical ways to review historical engagement scores, strategic methods of how to change overall individual and team culture, identifying key areas to improve on and 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.

ANGEL LOZANO TASIS

TASIS CASE STUDY: STORYTELLING TO ATTRACT YOUR CUSTOMERS 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)

CUSTOMER ENGAGEMENT SUMMIT 2018 - 25

TESTIMONIALS

DON’T JUST TAKE OUR WORD FOR IT

94%

of 2017 attendees were interested in attending the 2018 Customer Engagement Summit

84% “Wow, thank you for the invite. Incredible speakers that you wouldn’t see elsewhere and the option to both witness case studies and get involved with smaller focus group discussions.

I’ll be back next year!”

– Virgin Holidays

of attendees felt the 2017 Customer Engagement Summit met or exceeded their expectations

of attendees rated the organisation of the 2017 Customer Engagement Summit Good or Excellent

64% 80%

64%

“As customer experience events go, this is by far the best I’ve ever been to. The variety of content coupled with fantastic networking opportunities with others in my sector meant I took initiatives back to the office that I’d never have thought of otherwise.”

– M&S

of attendees rated the 2017 Event Networking app Above Average

of attendees found the information delivered at the 2017 Customer Engagement Summit was either Very or Extremely Useful

CUSTOMER ENGAGEMENT SUMMIT 2018 - 26

“There really is something for everyone at this event. As well as insightful speaking sessions, I met a whole lot of delegates working in the same industry as me, and it was great to speak with them and share ideas.”

– Samsung

WHAT TO EXPECT STELLA CREASEY FIDELITY INTERNATIONAL

BUILDING THE ROI CASE FOR VOC AND PROVING THE VALUE OF CLOSING THE LOOP July was the 1st birthday of our new global VoC programme Medallia. In a year we have truly achieved an amazing amount and have 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.

We have launched a globally consistent programme across 4 business divisions, both relationship and touchpoint NPS, proven the ROI case, implemented new close loop practices and engaged 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. I’d like to share with you some of the high points of the year that have helped build the ROI case and have proved the value of close loop calls.

TARA MANSFIELD MONZO

EMPLOYEE EXPERIENCE MEANS BUSINESS 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.

ROSIE BAILEY CITYSPRINT

CITYSPRINT CASE STUDY 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.

TOM CLEAVER POLICY EXPERT

SIX KEY STEPS TO IMPROVE CUSTOMER ENGAGEMENT Tom will be sharing the story of Policy Expert, a start-up insurance broker who challenged the industry and brought to life Customer Experience.

Over the past two years, Tom and Policy Expert have brought Customer Engagement back to the forefront and delivered outstanding improvements across all areas of the business.

There are six key components to driving improvement in Customer Engagement and Tom will share his best practice tips to help you challenge the norm."

CUSTOMER ENGAGEMENT SUMMIT 2018 - 27

WHAT TO EXPECT

ZANE RUDOVSKA SUN FINANCE GROUP

CUSTOMER CARE - THE NEW MARKETING! • • • • •

Customers demand more from business. They expect something more than a good price; Operations & call centers are one of biggest departments/cost objects, so finding ways how to show clear added value of CC live support is more than needed!

Customer care & call centers are the key persons who can give valuable input about customer needs, inquiries, complaints which can lead to changing the company strategy towards customer centricity; Customer experience is playing the biggest role – customers want to make things easy, quick and effective; Even though self-service is expanding and in future there will be less and less human interactions, customer care will always remain and human touch will never be replaced fully with robots. If depends on the company type, customer segment, their age group, habits etc., but when it comes to money, seems that clients really need this direct communication! What always needs to be under control is number of contacts and how relevant they are – try to check FAQ in CC and think how they can be automatized, communications improved etc.

However, direct calls will stay. Just make sure that all of them are with sense and adds value to business/saves time to client.

ALVIN JACKSON AND DIANE BURKE SOUTHEASTERN RAILWAY

SOUTHEASTERN RAILWAY CASE STUDY: MAKING THE DIFFERENCE Southeastern 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.

ANDREW RICHARDS METRO BANK

METRO BANK CASE STUDY: CUSTOMER CHOICE & EMOTIONAL ENGAGEMENT 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.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 28

WHAT TO EXPECT ARIF JAFFERJI SCANIA

SCANIA CASE STUDY: DIGITAL TRANSFORMATION IN THE USED TRUCK MARKET 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.

CAROLINE BLACK BUSINESS STREAM

BUSINESS STREAM CASE STUDY: CUSTOMER ENGAGEMENT TRANSFORMATION – ‘THE JOURNEY TO CUSTOMER FIRST’ 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.

CHRIS MCGRATH MARKS AND SPENCER

MARKS AND SPENCER CASE STUDY: NATURAL LANGUAGE PROCESSING (NLP) TRANSFORMATIVE DEVELOPMENTS. 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.

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WHAT TO EXPECT

CLAIRE CARROLL THE CO-OP

THE CO-OP CASE STUDY: RELEVANCE - HOW TO POSITION THE CONTACT CENTRE AS A STRATEGIC ASSET 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 awardwinning team who are delivering critical outcomes for Co-op, and identifies the five key steps to achieving Relevance.

DAVID STOKES FARÉCLA PRODUCTS LTD

FARÉCLA CASE STUDY: GENERATING AMAZING VALUE FROM A SIMPLE END USER COMPETITION 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 forward-thinking 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 All for an outlay of <£5000

DEB OXLEY EMPLOYEE OWNERSHIP ASSOCIATION

COMMITMENT OR ENGAGEMENT? THE FABLE OF THE CHICKEN AND THE PIG 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.

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WHAT TO EXPECT ELISKA DOCKALOVA KIWI.COM

KIWI.COM CASE STUDY: IMAGINING THE IMPACT OF VOICE-ENABLED AI ON CX Start: video about Kiwi.com – will send soon for revision 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?

EMMA DIXON FORMICA

FORMICA CASE STUDY: THE IMPORTANCE OF INVESTMENT IN THE FUTURE CAPABILITY OF LEADERSHIP 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.

GILES MCCLELLAND UCLAN

UCLAN CASE STUDY: THE IMPORTANCE OF BEING PHYSICALLY CLOSE IN A WORLD THAT IS BECOMING MORE VIRTUAL 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.

In this presentation I will present the results of a training intervention that was designed to increase the degree to which teams engage in proactive 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.

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WHAT TO EXPECT

HEATHER MUFASA NATIONWIDE BUILDING SOCIETY

NATIONWIDE CASE STUDY: TRANSFORMING OPERATIONAL COMMUNICATIONS 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 At Nationwide Building Society, with our operational communications, this 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

HELEN WILSON IPSOS

B2B CX: THE BUILDING BLOCKS TO GREAT RELATIONSHIPS Managing key accounts is a critical activity for many B2B organisations. But what does a great ‘account experience’ look like from the customer’s point of view? Ipsos shares insights drawn from CX programmes conducted for leading global corporations that have explored what senior executives really want from their strategic partners. This session will cover the practical building blocks of customer-centric account management, as well as the emotional drivers that underpin great commercial relationships. Of course, understanding those functional and emotional drivers is also one of the key aspects of designing best practice B2B CX measurement programmes … Hear more from Helen who has significant CX research experience across many sectors, markets and customer types, but she ‘cut her teeth’ on B2B and that’s still where she most likes to ‘roll up her sleeves’.

ISELIN LOVOLD JUST EAT

JUST EAT CASE STUDY: CUSTOMER EXPERIENCE STARTS WITH YOUR PEOPLE 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 dialog and employee engagement in order to unlock brilliant customer service.

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WHAT TO EXPECT JACKIE DUCKER KIER

KIER CASE STUDY: HI-VIZ, HI-TECH, HI-ENERGY; CREATING A CULTURE OF EXCELLENCE IN MODERN CONSTRUCTION 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.

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.

JONATHAN BUNN METLIFE

METLIFE CASE STUDY: EMPLOYEE ENGAGEMENT - THE VIRTUOUS CIRCLE Jonathan will explore how building deep strategic engagement among employees is the foundation for success. Using case studies from his work at MetLife, Jonathan will discuss how he has worked to develop a virtuous circle of employee engagement – that starts and finishes with the voice of the employee.

JULIA BARBOSA SAVE THE CHILDREN

SAVE THE CHILDREN CASE STUDY: HOW FAILURE CAN MAKE YOU BETTER AT ENGAGING AUDIENCES 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.

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WHAT TO EXPECT

KATRINA BROSTER THE TELEGRAPH

THE TELEGRAPH CASE STUDY: DRIVING CUSTOMER DEMAND THROUGH A CONTENT-FIRST ACQUISITION STRATEGY 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.

MARCO EIJSACKERS ING

ING CASE STUDY: BUILDING THE BANK OF TOMORROW 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?

MARTIN KERSEY ST ANDREW’S HEALTHCARE

ST ANDREW’S HEALTHCARE CASE STUDY: ENGAGEMENT ON THE EDGE 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.

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WHAT TO EXPECT MICHAEL O’GRADY FORRESTER

FORRESTER: ONLINE SALES TO DRIVE HALF OF RETAIL GROWTH IN WESTERN EUROPE The 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 The presenter 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/

NATASHA TRAYNOR OXFORD INTERNATIONAL EDUCATION GROUP

OXFORD INTERNATIONAL EDUCATION GROUP CASE STUDY: OPPORTUNITIES TO INFLUENCE THE CUSTOMER EXPERIENCE IN A DIGITAL AGE 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.

NICHOLAS COCKERILL SKY BETTING AND GAMING

SKY BETTING AND GAMING CASE STUDY: RISK OF AUTOMATION IN OPERATIONS? WHAT RISK? 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.

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WHAT TO EXPECT

PAULINE WILSON VIRGIN HOLIDAYS

VIRGIN HOLIDAYS CASE STUDY: OUR CUSTOMERS ARE NOT OUR FIRST PRIORITY Pauline Wilson talks about how the founding father of the brand’s words continue to influence and shape the customer experience at Virgin Holidays

PETER EVIA-RHODES NEWS UK

THE TIMES & THE SUNDAY TIMES CASE STUDY: HOW THE TIMES & THE SUNDAY TIMES WITH DATA SCIENCE DELIVERED RECORD GROWTH 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

PETER CRONEY ENERGIE FITNESS

ENERGIE FITNESS CASE STUDY: HOW TO BECOME THE HERO OF CUSTOMER ENGAGEMENT IN YOUR ORGANISATION We know that there is a constant battle to understand our customers changing needs and deal with a range frustrations: Our 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 • And so on.

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.

I look forward to meeting you at the Customer Engagement Summit

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WHAT TO EXPECT RAMKUMAR CHANDRASEKARAN TATA CONSULTANCY SERVICES

EMPLOYEE ENGAGEMENT AT TCS 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.

SANDEEP KAUL OSBINDIA PRIVATE LIMITED

ONE SAVINGS BANK CASE STUDY • • • • • • • • • • •

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

STEVE MURPHY MERSEY CARE NHS TRUST

ZERO SUICIDE ALLIANCE CASE STUDY: MASS MARKET ON A MICRO BUDGET 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.

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WHAT TO EXPECT

SASCHA EVANS KENT COLLEGE PEMBURY

KENT COLLEGE PEMBURY CASE STUDY: BRINGING IMMERSIVE THEATRE TO THE CUSTOMER JOURNEY 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.

TERENCE SORRELL CENTRICA HIVE

CENTRICA HIVE CASE STUDY: CREATING THE INTERNET OF YOUR THINGS 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.

TERESA CHANDLER AND NICHOLA STALLWOOD ZSL

ZSL CASE STUDY: VALUE ADDED OD (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.

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MONDAY 12TH NOVEMBER 2018

WESTMINSTER PARK PLAZA, LONDON

The Engage Awards ceremony takes place on 12th November 2018 at the Westminster Park Plaza.

Book your table now to the biggest party of the year! Tickets are sold on a first come first serve basis, and the awards bring together the very best customer and employee engagement professionals, recognising both organisations and individuals for trail blazing excellence and defining the future of the industry.

www.EngageAwards.co.uk CUSTOMER ENGAGEMENT SUMMIT 2018 - 39

MEET YOUR AWARDS CEREMONY HOST INTRODUCING YOUR

AWARDS HOST Marcus Brigstocke Marcus Brigstocke is a major British comedy talent as a writer, actor, presenter and performer, and we’re delighted to announce that, this November, you’ll be able to find him on stage hosting the Engage Awards.

The Telegraph describe Marcus as ‘a rare stand-up who makes you laugh and think.’ After hanging up his crown as King Arthur in Spamalot he’s back on Radio 4 as the friendly questioner on I’ve Never Seen Star Wars and in Radio 4’s Brig Society. It’s said he is heard on Radio 4 more frequently than the shipping forecast.

On television Marcus launched The Late Edition, the late night BBC4 answer to The Daily Show with Jon Stewart. He has hosted and appeared as a panellist on Have I Got News For You, and played King Stupid in Stupid on CBBC. He also took the lead in We Are History, which brought him to the attention of the odd excitable archaeologist. He stretched himself further, joining various celebrities in learning French in Excuse My French and injuring himself in Channel 4’s ski-jump challenge, The Jump.

We’re counting down the days until 12th November, where Marcus will be entertaining our 600+ guests at the Engage Awards Ceremony, and we hope to have you join us on the evening. Not booked your seat yet?

AND THE DINNER ENTERTAINMENT WILL BE PROVIDED BY...

INTRODUCING YOUR

AWARDS ENTERTAINMENT The Bee’s Knees And to help us really get into character with our ‘Great Gatsby’ themed Ceremony, we’re excited to announce that dancers The Bee’s Knees will be providing the entertainment on the evening.

The Bee’s Knees kick the 1920’s into the thoroughly modern day with high energy Charleston dance full of humour, style and finesse, and we’re thrilled to have them join us on the 12th November. Not booked your seat yet?

Click to Book Your Table CUSTOMER ENGAGEMENT SUMMIT 2018 - 40

PLATINUM SPONSORS

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.

Eptica is a leading European tech company specialising in intelligent platforms for digital customer experience, providing conversational and collaborative solutions powered by AI. Brands and organisations across all industries rely on our solutions on all digital channels, including self-service & knowledge base, email, chat and social media.

We are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving not only excellent customer experience and deeper insight but also creating value across all operations.

Contact: W: www.eptica.com

Blue Sky are experts in people change to deliver improved business outcomes.

Typically, you’ll engage with Blue Sky: •

•

•

If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales.

If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition.

If you’re looking to drive sales performance improvement

We create experiences that engage hearts and minds and that 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 and have rigidly tracked and measured the return on investment for every single client programme, so we can now categorically say, we will deliver an average ROI of around 300% plus.

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

Contact: T: +1.888.436.3797 E: andrew.mcmahon@genesys.com W: www.genesys.com

Contact: T: +44 (0) 1483 739400 E: hello@blue-sky.co.uk W: www,blue-sky.co.uk

Kantar is home to some of the world’s leading research, data and insights brands. Individually, brands such as Kantar Millward Brown, Kantar TNS, Kantar Media, Kantar Worldpanel, Kantar Added Value and Kantar Futures are famous and highly respected experts in their fields. Collectively, they offer the most complete view of consumers – the way they live, shop, vote, watch and tweet – in over a hundred countries worldwide. For the benefit of our clients, Kantar connects these specialists as well as providing access to the wider WPP group of companies and other partners. Please go to Our Brands to find out more.

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 multichannel, 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 E: info@confirmit.com W: www.confirmit.com

Contact: T: +44 207 656 5000 E: info@tnsglobal.com W: www.tnsglobal.co.uk

InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries.

Contact: T: +1-800-530-4251 E: info@inmoment.com W: www.inmoment.com

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PLATINUM SPONSORS

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform. Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK’s National Health Service (NHS), the fifth-largest employer globally. These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly international deployments.

Storm supports hundreds of applications, including: Multi-channel Cloud Contact Centre & Unified Communications (email, video, voice, SMS, IM, web and social media from a single platform) Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate) AI and propensity modelling (interpreting data sources to deliver masspersonalised messaging and unprecedented customer engagement) Contact: T: +[44] (0) 1344 852 350 E: info@contentguru.com W: www.blue-sky.co.uk

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

NETWORKING SPONSORS

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: +44 (0)141 272 1105 E: info@inisoft.com W: www.inisoft.com

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 likeminded 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: +44(0) 2476 011 911 E: hello@rantandrave.com W: www.rantandrave.com

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GOLD SPONSORS

We offer a wide choice of reward and incentive products, supported by easy-touse platforms and APIs. And many of our salary sacrifice and lifestyle employee benefits are easy to implement, at low or no cost.

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 cloudbased SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally.

Contact: T: 0207 419 8191 E: enquiries@bhnetwork.com W: www.blackhawknetworkeurope.com

Contact: T: 020 7633 5000 E: sales@mGage.com W: www.mGage.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.

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.

Hawk Incentives is part of Blackhawk Network Europe, helping companies to build, sustain and extend profitable relationships with employees and customers.

With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.

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

Contact: T: +44 7770 888688 / +44 7776 395578 / +31 10 411 38 66 W: www.cxcompany.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. We’re not just thinkers, we’re doers, bridging the gap between creating a strategy and getting things done.

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: W: www.logmein.com

Our solutions are multidisciplinary, combining consulting rigour with creativity and a digital mindset and are resolutely outcome focussed to deliver optimal benefits for clients and their customers.

Contact: Moritz Dinger T: 07813 949645 E: moritz.dinger@capita.co.uk W: www.capita.com/transformation

CUSTOMER ENGAGEMENT SUMMIT 2018 - 43

SILVER SPONSORS

Far too many customers leave a store without leaving feedback, the main reason for this being the lack of time and trust. Critizr is a trusted and impartial thirdparty provider, here to bridge the gap between the customer and the brand in full transparency. Critizr relies on ten customer convictions, to bring a breath of fresh air to this all-important aspect of business.

Contact: W: www.business.critizr.com/en/

SILVER SPONSORS

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 @Appian

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: T: +1.303 397 8100 W: www.ttec.com

Our mission is to open a new world of customer experience by means of knowledge.

Lighthouse provides you with a state-of-the-art knowledge solution, where enterprise knowledge and customer experience are the heart of the business.

Your customers or your agents can access consistent and accurate information at the click of a button, in mere seconds.

Contact: W: /www.kmslh.com

CUSTOMER ENGAGEMENT SUMMIT 2018 - 44

BRONZE SPONSORS

Accelerator Solutions are Customer Service specialists and we help organisations achieve positive business results through Customer Service leadership. We do this through a range of solutions focused on Training, Development and Research. Our Training and Development 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.

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: 020 7680 5100 E: r_gaze@networkresearch.co.u W: www.networkresearch.co.uk

Contact: T: 0845 260 6886 E: info@acceleratorsolutions.com W: www.acceleratorsolutions.com

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.

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the business unit develops integrated and innovative service solutions in the areas of Customer Experience, Mobility and Monitoring. Our 8,600 associates across 27 locations deliver high quality customer services and with each interaction, they create a positive brand experience for your customers.

Since 2008, Riva has helped customers change how they integrate CRM data with their email systems.

Contact: Kate Burton T: +49.8192.99733.25 E: emea@rivacrmintegration.com W: www.rivacrmintegration.com

Contact: T: 0344 892 0115 W: www.boschservicesolutions.com

Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel cloud 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.

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 W: www.servicetick.com

Smart solutions in a complex and changing world Equiniti keeps things running smoothly for some of the world’s best known brands and public sector organisations. Our activities are often mission-critical to our clients but not core to their organisations. By taking care of these services, we free them to focus on what matters most.

We also provide services to millions of individuals, helping them manage their company benefits and putting them in control of their shares and pensions like never before.

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: W: www.zoho.com

CUSTOMER ENGAGEMENT SUMMIT 2018 - 45

LOCATION & TICKETS 12-13 NOVEMBER 2018

HOW TO REGISTER BOOKING HOTLINE: 01932 506 300 (PRESS 1) ONLINE: www.CustomerEngagementSummit.com

WESTMINSTER BRIDGE PARK PLAZA 200 WESTMINSTER BRIDGE ROAD LONDON, SE1 7UT DIRECTIONS: Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.

Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.

From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins) • • • •

END USER TICKETS • • • •

Standard Single: £595 +VAT Bronze - 2 Tickets: £995 + VAT Silver – Up to 5 from same organisation: £1995 +VAT Gold – Up to 10 from same organisation: £2995 +VAT

From London Heathrow Airport (approx 90 mins) • • •

SERVICE PROVIDER & VENDOR TICKETS •

Single: £1495 +VAT

DELEGATE PACKAGES INCLUDE: • • • • • • • •

Full Conference Pass Access to all 4 Seminar Halls Join Roundtable Sessions Lunch & Refreshments Networking App Presentation Slides Access to Video Library Networking Drinks Party

Travel Westbound on the Piccadilly Line Change at Green Park Station for the southbound Jubilee Line service Depart at Waterloo and exit via the South Bank Walk up York Road to the roundabout

• •

Take the London Underground Take the Piccadilly Line towards Cockfosters Underground Station Change at Green Park Station for the southbound Jubilee Line service Depart at Westminster Walk Across Westminster Bridge, destination in front of you

From London Gatwick Airport (approx 90 mins) • • • • • •

Take the Gatwick Express to London Victoria Railway Station Take the London Underground and travel eastbound via the Circle and District line Get off at Westminster Walk south across Westminster Bridge Cross the roundabout Walk Across Westminster Bridge, destination in front of you

From London Stansted Airport (approx 90 mins) • • • • •

Take the Gatwick Express to Victoria Station Change for the London Underground and take the District and Circle Line to Westminster Walk south across Westminster Bridge Cross the roundabout Park Plaza Westminster Bridge will be directly in front of you

Terms & Conditions: All payments must be received before the conference date. We reserve the right to refuse admission if payment is not received in advance of the event.

Substitutions will be permitted at any time provided the delegate fee has been paid in full.

Cancellation: All delegate fees are non-refundable, however are transferable to another Engage Business Media event on a like for like basis, all transfers are at the discretion of the event organiser. All invoices are due for settlement within 14 days from the invoice date unless agreed otherwise. Engage Business Media Ltd must be informed of any disputed invoices in writing within 14 days from the date of the relevant invoice. If for any reason the event is postponed or cancelled Engage Business Media Ltd accept no responsibility for airfare, hotel or other travel costs incurred by clients.

Data Protection: Engage Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be removed or not passed on to external organisations, please write to Engage Business Media Ltd at the address on this form.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 46

BOOKING FORM Please sign and complete the form below, on receipt an invoice will be raised and issued. All invoices need to be paid in full prior to the event. Please reference your invoice number on payment.

Email: Or post to:

tickets@ebm.media Phone: 01932 506 300 Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

STANDARD

BRONZE

SILVER

FESTIVAL PASS

(1 Ticket)

(2 Tickets)

(5 Tickets)

(Access all events for 12 months)

£595+VAT

£995+VAT

£1,995+VAT

£995+VAT

DELEGATE PACKAGE: ■ ■

■

End User Full Conference Pass

■

Access to all Seminar Halls Join Roundtable Sessions

■ ■

■

Lunch & Refreshments Networking App

■

■

Presentation Slides Access to Engage Hub

Networking Drinks Party

INDUSTRY: Financial Services Transport & Logistics

Retail

IT/Telecoms

Business Services

Public Sector

Leisure

Utilities

Leisure & Tourism

Manufacturing

Consultant

Healthcare & Pharmaceutical

Vendor/Service Provider

Other

I WISH TO ATTEND: SUMMITS: Customer Engagement Summit 2018 – 12th-13th November CX Marketing Summit 2019 – 13th June Employee Engagement Summit 2019 – 10th May

Customer Robotics and AI Directors Forum – 26th September 2019

CONFERENCES: Evolution of Work Conference – 20th September 2018 Future of the Contact Centre Conference – 13th February 2019

Internal Communications Conference – 26th September 2019

Other - Please specify = £

Customer Engagement Transformation Conference – 11th July 2019

REGISTRATION First name

Last name

Job title

Organisation

Address

Post code

County Tel

Mobile

Email

Finance Department Email

OTHER DELEGATE DETAILS First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

We believe that you may be interested in products/services that our commercial partners at this event offer. If you are happy for your details to be shared, please tick the box below:

Job title

Job title

Job title

Job title

Signature

I am happy for my details to be shared

Date

CONFIRMATION

Printed Name

Job Title

Whilst I may choose to withhold 3rd party consent, I understand that by choosing to allow my badge to be scanned by a sponsor, I am providing them with my personal data and in doing so I consent to being contacted by them after the event.

I understand I have read and understood Engage Business Media’s Terms and Conditions (http://ebm.media/terms-conditions/) and Privacy Policy (https://ebm.media/privacycookies/) I have read and understood YES, I would like to attend the event(s) detailed on previous page.

Please send me an invoice which will be paid in full prior to the event(s) detailed.

For BACS payments please send to: Barclays Bank PLC, 3 Church Street, Weybridge, Surrey, KT13 8DD Account Name: Engage Business Media Ltd ACCOUNT No: 23232689 SORT CODE: 20-90-56 GB50 BARC 209056 23232689 SWIFT CODE: BARC GB 22 IBAN:

Bank transfer: If paying by bank transfer please ensure that remittance advice is sent to tickets@ebm.media Please QUOTE INVOICE NUMBER, failure to do so may result in a delay in processing your delegate ticket.

EngageCustomer.com EngageEmployee.com EngageCxMarketing.com EngageAwards.co.uk EngageInfoSec.com @EngageCustomer

CUSTOMER ENGAGEMENT SUMMIT 2018 - 47

REGISTRATION QUESTIONS

TERMS AND CONDITIONS

WHERE DID YOU HEAR ABOUT THIS EVENT? EVENT TICKETS - These ticket terms and conditions as contained below and the abbreviated version found on the booking form are an acknowledgement of agreement (“the Contract”) and apply to all services (“the Services”) provided by Engage Business Media Ltd (“the Organisers”). By signing the booking form, the “Customer” accepts the following terms:

Google

Email

In the event of any inconsistency, conflict or ambiguity between the Terms and Conditions and any terms and conditions stated on the Booking Form, the provisions of these Terms and Conditions shall apply.

Website

Social media

Partner organisation

Other (please specify)

Any issues regarding the sale of a ticket, the terms and conditions or anything relevant to accessing the event should be presented in writing prior to signing the booking form to tickets@ebm.media.

Telephone call

TICKET TERMS - “End User” shall mean an individual who works for a company and benefits from the content at the event, they have no service, product or any offering that could be discussed, presented or of interest to another end user delegate at any Engage Business Media event.

• “Supplier/Vendor/Industry ticket” shall mean any person, company or partnership, their agents, or contractors who have a commercial service, product or any offering that could be discussed, presented or sold at any Engage Business Media event.

SUPPLIER / VENDOR / INDUSTRY TICKETS - To protect the investment of our sponsors, we charge a ‘Supplier Ticket’ fee which is calculated and comparable to a sponsorship package. Discounted vendor passes are not available for the purpose of evaluating the event for future sponsorship. This policy has been in effect since Engage Business Media started and ensures the best outcome for both our sponsors and end user delegates.

WHAT IS THE PRIMARY REASON FOR ATTENDING THIS EVENT?

Please Note: We will decline all registrations that do not meet the relevant criteria and Engage Business Media reserves the right to decline attendance at any event.

BOOKING AND PAYMENT - To purchase a ticket for any of the Engage Business Media events a signed booking form specific to the event is required, this can be presented over email, post or by booking over the website in accordance with the instructions set out therein (“Booking Form”). You are responsible for the accuracy of your Booking Form, including in particular your contact details (which we will use to contact you from time to time and in accordance with these Terms and Conditions).

For networking purposes

Submitting a Booking Form constitutes an offer by you to purchase a ticket for the event in accordance with these terms and conditions. The Ticket Terms and Conditions apply to the booking of all tickets to the exclusion of all other terms and conditions.

I am researching for a new project For professional development, learning and knowledge To find new suppliers, products and services

We will confirm receipt of your booking form by providing an electronic receipt and/or digital ticker, however the booking and/or event ticket is not confirmed or deemed accepted until a signed booking confirmation is received.

The Ticket Terms and Conditions will be binding by both Parties from that point.

Where there is a price to attending the event and payment has not been paid in full at the time of the booking, following confirmation of your booking we will issue an invoice for the full price of your Event ticket (as set out on your Booking Form, plus VAT as applicable) (the “Fee”).

The fee must be paid and funds received in accordance with the payment terms and instructions set out in the invoice or received prior to the event date, whichever is sooner. Unless otherwise stated therein, the fee covers your entry for the duration of the event only and is exclusive of all travel, accommodation, insurance and other costs (all of which must be arranged and met by you).

Fees are strictly non-refundable and all invoices are liable for payment regardless of attendance.

WHAT IS YOUR PURCHASING RESPONSIBILITY?

EVENT ATTENDANCE - Compliance with instructions and regulations, by attending the Event you comply with all applicable law, including (but not limited to) all health and safety legislation and requirements. All instructions given by us or on our behalf, including (but not limited to) in relation to any security arrangements and the terms and conditions of the Event venue (a copy of which is available on request prior to the Event).

Make purchase

SAFETY AND SECURITY - You are responsible for ensuring your own safety and security whilst attending the Event as set out in these terms and conditions, we shall not be liable for any loss or damage suffered by you.

Authorise purchase

FILMING AND PHOTOGRAPHY - We may, at our discretion photograph, film, broadcast or record the Event for our own use and purpose. You grant us an irrevocable licence to use and sub-license the use of your name, voice, likeness, image, statements and any contribution made by you at or to the event in any and all media (whether now known or hereinafter invented) throughout the world and in perpetuity.

Influence purchase

You are not allowed to photograph, film, broadcast or record the event without express prior approval from the organiser.We reserve the right to refuse entry to the event, or subsequently remove you from the event if you fail to comply with these ticket terms and Conditions.

Specify suppliers

DELEGATE BADGES - Provided delegate badges must be worn at all times during the event. Badges are only valid for the registered delegate and cannot be passed on or shared by any other person than the name on the badge. Any misuse will result in delegates being denied access to the event or asked to leave at the organisers discretion.

I have no purchasing responsibility

CANCELLATION OR NO SHOW - All delegate fees are non-refundable.

No refunds or credits will be given for non-attendance at any event.

TRANSFERRING A TICKET - In the event that you are unable to attend the event you may transfer your booking to a colleague from the same organisation or another Engage Business Media event on a like for like basis (as specified in the Booking Form) without charge.

WHICH BEST DESCRIBES YOUR REGIONAL RESPONSIBILITY? UK

Middle East

Americas

Global

All transfers are at the discretion of the event organiser.

TICKET RESALE - Under no circumstances may your event booking be resold by you or on your behalf. If we have not charged you a Fee in order to attend the event and you are unable to attend or offer an alternative attendee from the same organisation you may be charged a cancellation fee if applicable and made clear at the time of booking.

AMENDMENTS AND CANCELLATION TO AN EVENT - We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K.

Europe

Asia

EMEA

In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event.

WHAT'S YOUR ANNUAL RELEVANT PURCHASING BUDGET? £100,000 or less

£1 million - £5 million

£100,001 - £250,000

£5 million - £10 million

£250,001 - £500,000

Over £10 million

LIABILITY - Nothing in the ticket terms and conditions shall exclude or restrict our liability to you for death or personal injury resulting from our negligence, the negligence of our employees in the course of their employment, or any other liability which cannot be excluded by law.

Under no circumstances shall we be liable to you for any direct or indirect consequential costs or losses suffered by you, whether in contract or otherwise. Indirect costs and losses shall include (but not be limited to) any loss of anticipated profits, savings, business or opportunity and loss of publicity.

The views expressed speakers at the event are their own. We shall not be liable for the views, acts or omissions of any speaker or any other attendee at the event. Any information given or distributed at the event shall not constitute advice and should not be relied upon.

Our maximum liability in contract, tort, or otherwise (including any liability for any negligent act or omission) arising out of or in connection with our obligations under the ticket terms and conditions shall be limited to a sum equal to the amount of the ticket sale fee (if applicable).

You shall indemnify us and keep us indemnified from and against all claims, damage, losses, costs (including, without limitation, all reasonable legal costs), expenses, demands or liabilities arising out of or in connection with any breach by you of the ticket terms and conditions.

You and the organisation specified on the Booking Form (if applicable) are jointly liable for your obligations in accordance with the ticket terms and conditions, you confirm that you have all the necessary authority, consents and permissions to attend the event.

£500,001 - £1 million

ANTI-BRIBERY - We comply with our anti-bribery and anti-corruption policies (available on request) and updated from time to time.

DO YOU CURRENTLY HAVE A LIVE PROJECT THAT YOU'RE WORKING ON? Yes

No

USE OF INFORMATION - We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event.

Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes.

We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon.

If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event).

HOW MANY EMPLOYEES DOES YOUR ORGANISATION HAVE?

We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/terms-conditions Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you.

1-24

250-499

ENTIRE AGREEMENT - These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter.

25-49

500-999

THIRD PARTY RIGHTS - These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same.

50-99

1000-4999

WAIVER - No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy.

No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy.

100-249

5000+

APPLICABLE LAW AND JURISDICTION - These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any non-contractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

CUSTOMER ENGAGEMENT SUMMIT 2018 - 48

EBM GROUP EVENTS 12/13 NOV 2018

28

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

ENGAGE FOCUS GROUPS

NOV 2018

WEDNESDAY 28TH NOVEMBER 2018

10

EMPLOYEE ENGAGEMENT SUMMIT 2019

MAY 2019

11 JUL 2019

26 SEP 2019

FRIDAY 10TH MAY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 11TH JULY 2019

INTERNAL COMMUNICATIONS CONFERENCE THURSDAY 26TH SEPTEMBER 2019

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

12

ENGAGE AWARDS 2018

NOV 2018

MONDAY 12TH NOVEMBER 2018

13

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2019

13 JUN 2019

26 SEP 2019

WEDNESDAY 13TH FEBRUARY 2019

CX MARKETING SUMMIT 2019 THURSDAY 13TH JUNE 2019

CUSTOMER ROBOTICS AND AI CONFERENCE THURSDAY 26TH SEPTEMBER 2019