CUSTOMER ENGAGEMENT SUMMIT 2016
OFFICIAL EVENT GUIDE
T U E S D AY, 8 N O V E M B E R 2 0 1 6 WESTMINSTER PARK PLAZA, LONDON
TECHNOLOGY THE GREAT ENABLER
CustomerEngagementSummit.com @EngageCustomer #EngageSummits
Find out more: www.verint.com/customer-engagement
THE TEAM Steve Hurst Editorial Director E: firstname.lastname@example.org T: 01932 506 304 Nick Rust Sales Director E: email@example.com T: 01932 506 301
James Cottee Sponsorship Sales E: firstname.lastname@example.org T: 01932 506 309 Claire O’Brien Sponsorship Sales E: email@example.com T: 01932 506 308 Robert Cox Sponsorship Sales E: firstname.lastname@example.org T: 01932 302 110 Katie Donaldson Marketing Executive E: email@example.com T: 01932 506 302 Claire Poole Conference Producer E: firstname.lastname@example.org T: 01932 506 300
A warm welcome to our ﬁfth Customer Engagement Summit, now ﬁrmly established as Europe’s premier and most highly regarded customer and employee engagement conference. Our ﬂagship Summit has gained a reputation for delivering leading-edge world class case-study led content in a business-like yet informal atmosphere which is conducive to delegate, speaker and sponsor networking. It’s a place both to learn and to do business. The overarching theme of this year’s Summit is ‘Technology the Great Enabler’ as we continue to recognise the critical role that new technologies and innovations are playing in the ﬁelds of customer and employee engagement.
Dan Keen Delegate Sales E: email@example.com T: 01932 506 306
We have several new elements to further improve this year’s Summit – not least our move to this new bigger venue, the iconic London Westminster Bridge Park Plaza Hotel following on from four hugely successful Summits at the London Victoria Park Plaza.
James Hitchinson Delegate Sales E: firstname.lastname@example.org T: 01932 506 305
Also new for this year is an algorithm based 1-2-1 Meetings Networking App. This technology gives you the visibility of everyone who has registered and the opportunity to reach out and connect with your peers, extend your network and pre-organise meetings in our brand new Networking Lounge.
Alex Webb Delegate Sales E: email@example.com T: 01932 506 303 Dan Skinner Delegate Sales E: firstname.lastname@example.org T: 01932 506 307 Sabrina Clarke Finance Department E: ﬁnance@ebm.media T: 01932 500 103
These additions and improvements are all designed to enhance the customer experience enjoyed by delegates, speakers and sponsors attending the Summit. Yet another ﬁrst is that this year’s Summit is being held on the same day and at the same venue as our inaugural Engage Awards – the only customer and employee engagement Awards programme. The chief aim of this Summit is for our delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful long term customer and employee engagement strategies to create and maintain sustainable competitive advantage. Have a great day. Steve Hurst, Editorial Director, Engage Business Media
@EngageCustomer #EngageSummits EngageCustomer.com
Customer Engagement Summit is organised by Engage Business Media Ltd Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, 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
REIMAGINE THE FUTURE OF CUSTOMER ENGAGEMENT Customer Engagement Summit 8th November 2016 Westminster Park Plaza Hotel, London
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CONTENTS Visitor Information Sponsors & Partners Whats On Agenda Summary Summit Speakers Floorplan
4 6-7 9 10-11 12-15 16-17
• • • • •
Chairs Introduction – ‘Technology The Great Enabler’ 19 Timpson Case Study – The Secret Behind Amazing Service 19 Teleperformance – Curating Your Customer Engagement Ecosystem 19 M&S Case Study - Making Every Moment Special for Colleagues & Customers 21 Domino’s Case Study - Staying Ahead in a Changing Marketplace 21
CONFERENCE PROGRAMME – HALL 1 Customer Engagement Transformation, Part One Linking Voice of The Employee and Voice of The Customer CX Strategies for The Customer Journey Evolution of Voice of The Customer Accross the Enterprise The Future of Work
22 23 25 26 27
• • • • •
CONFERENCE PROGRAMME – HALL 2 Customer Engagement in Financial Services, Part One Innovative and Disruptive Strategies in CX, Part One Customer Engagement in Financial Services, Part Two Customer Data Security & Privacy Artiﬁcial Intelligence & Robotics
30 31 33 34 35
• • • • •
CONFERENCE PROGRAMME – HALL 3 Customer Engagement in Retail, Part One Engaging with The Digital Customer Across the Enterprise Innovative & Disruptive Strategies in CX, Part Two Customer Engagement in Retail, Part Two Employee Recognition, Reward & Retention
38 39 41 43 44
• • • • •
CONFERENCE PROGRAMME – HALL 4
©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.
46 47 49 50 51
FOCUS GROUPS • Implementing a Voice of Customer Programme to Match Your Business Objectives • Customer Journeys, Loyalty and Neuroscience • Big Data — The Case for Customer Experience
54 55 56
Sponsors Exhibitors Partners
58-66 67-69 72
Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG
Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions.
Customer & Employee Engagement Future of The Contact Centre Customer Engagement Transformation, Part Two Learning & Development The Evolution of CX Service Design
• • • • •
SUMMIT HOURS: 08:15 – 09.00
Registration & Coffee
09:00 – 10.30
10.30 – 11.00
Networking & Coffee Break
11:00 – 13.00
13:00 – 14:00
14:00 – 15:00
15.00 – 15.30
Networking & Coffee Break
15:30 – 17:40
17:40 – 19.00
Drinks & Networking Party with Entertainment
Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. At the Drinks Networking Party at the end of the day a complimentary Beer and/or Glass of wine is provided on behalf of the Networking Party sponsor. • • • • •
Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break Drinks Networking Party with entertainment
Cloakroom: There are free cloakrooms available for delegates. These are located on the ground ﬂoor near the main entrance. Wi-Fi: There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network: Park Plaza Hotel Resorts and use the passcode: CES16
Join the Conversation: #EngageSummits @EngageCustomer
First Aid: Please visit the reception desk on the ground ﬂoor should you require assistance. Canvassers: The organisers reserve the right to remove anybody found distributing leaﬂets of any kind or unauthorised sales material at the show. Business Amenities: Amenities at Park Plaza Westminster Bridge Hotel London include: 31 meeting rooms; an Executive Lounge and free Wi-Fi throughout the hotel. Guests can invest in their well-being with a workout in the ﬁtness centre, featuring a 15-metre swimming pool, and a revitalising treatment from Europe's ﬁrst Mandara Spa. Travel: Waterloo and Westminster tube stations are a ﬁve-minute walk from the Westminster Park Plaza hotel.
THANKS TO OUR SPONSORS
THANKS TO OUR SPONSORS
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FOCUS GROUPS - JOIN IN ON THE DISCUSSION! Session 1:
11.00 – 12.00
14.00 – 15.00
BOOK YOUR PLACE: If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a ﬁrst come ﬁrst served basis and we advise you to book early as places are very limited. Implementing a Voice of Customer Programme to Match your Business Objectives
Customer Journeys, Loyalty and Neuroscience
Big Data — The Case for Customer Experience
Proven methodology and lessons learnt from 50+ implementations.
Neuroscience has increased our awareness and understanding of a state called cognitive overwhelm.
Come and discuss how organisations are striving to gain a better understanding of their customers, to provide an excellent customer journey, build brand loyalty, and remain competitive. Feedback is fuel to evolving the customer experience (CX).
• Structuring your VoC-related business objectives • Identifying the operational levers to be activated to reach them • Designing the most suitable VoC programme: • The survey approach: targets and volumes, media, questionnaires and indicators • How customer feedback should be communicated throughout the organisation • How customer feedback should lead to actual CX improvements and further customer engagements • Key implementation success factors • How to get fast results? • How to ensure sustainable value creation?
• Today we are bombarded with a huge amount of ‘data’ every second. There is no way anyone can process all of this. • The more that is required from us to do something, the less we are likely to engage. • So, how can you optimise customer engagement in this new world of cognitive overwhelm? • What channels seem more appropriate in different everyday situations and for different market segments?
But as those volumes swing between declining structured feedback and increasing unstructured social commentary, there is a an overwhelming pressure to utilise the vast amounts of customer data held across all business units. Harness big data and federate it into effective CX programmes and your organisation also moves to precise predictive modelling, understanding customers’ wishes, before they are even aware of it.
AFTER EVENT PARTY
NETWORKING PARTY SPONSORED BY
Introduced by Yiannis Maos, Rant & Rave Don’t miss out on a refreshing bottle of beer, chilled glass of wine and some excellent post-event entertainment, brought to you by Rant & Rave We’re delighted to announce that rounding off a day full of world-class case studies is none other than award-winning comedian Alun Cochrane. Alun’s no-nonsense style has landed him several television appearances, most recently Michael McIntyre’s Comedy Roadshow. He’s also often seen on Eight out of Ten Cats, Mock the Week, and has appeared on Soccer A.M and Live at the Comedy Store. Radio producers are also aware of Alun’s talents and he’s recently joined Frank Skinner’s Absolute Radio Show and can be heard every Saturday morning from 8am.
08:15 Registration & Coffee 09:00 Introduction from Summit Chair... ...Technology the Great Enabler Mike Havard, Director, Ember Services
09:10 Opening Keynote: Timpson Case Study – The Secret Behind Amazing Service John Timpson, Chairman, Timpson
09:30 Curating Your Customer Engagement Ecosystem Amit Shankardass, Global Marketing Executive, Teleperformance
Chair: Mike Havard, Director, Ember Services
Chair: Martin Hill-Wilson, Founder, Brainfood Consulting
CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE
CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE
11:00 02 Case Study: Surprise & Delight: What is it and why do we do it? Kal Durand, Social Engagement Specialist, O2
11:00 Zurich Case Study: Zurich FutureYou, Building a Consumer Business Emma Huntingdon, Managing Director – FutureYou, Zurich
11:20 1st Central Case Study: Using Knowledge to Help You Deliver an Outstanding Customer Experience. Gary Lucas, Head of Customer Experience, 1st Central
11:20 Atom Bank Case Study: The Future of Banking Michael Sherwood, Head of Customer Experience, Atom Bank
11:40 Virgin Care Case Study: It’s Not What We Say Or Do, it’s How We Make People Feel Michelle Hawkins, Head of Futures & Simon Lucas, Head of Communications and Marketing, Virgin Care
LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER 12:00 Heathrow Airport Case Study: A Great Place to Work – Our Colleagues Journey Jane Smith, Head of Performance & Engagement, Heathrow Airport 12:20 Evolution: The Convergence of Customer and Employee Engagement Claire Sporton, VP, Customer Experience Management, Conﬁrmit 12:40 ITV Case Study: How We Gave Everyone a Voice Alice Colarusso, Head of Internal Communications, ITV
11:40 Panel Discussion
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE 12:00 Case Study: Airbnb – Engagement by Design Adrian Swinscoe, Consultant, Rare Business 12:20 Three Case Study: The Transformation of Three Ireland to a Customer Centric Organisation Justin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland 12:40 Facebook Case Study: The Evolving Landscape of Marketing How Brands are Embracing Mobile Jonathan Herman, Head of eCommerce & Retail, Facebook
CX STRATEGIES FOR THE CUSTOMER JOURNEY 14:00 NHS24/Macmillan Trust Case Study: Delivering Personalised Online Health Information – The Movement from Paper to Digital Kevin Hutchison, Macmillan National Strategy Manager, NHS24 14:20 Delivering Flawless Customer Experience Every Time: Key Factors to a Successful CX Transformation Kenny Lang, Transformational Lead, Three & Nick Duggan, General Manager and Head of Sales EMEA, Cyara Solutions 14:40 Museum of London Case Study: Market Forces – How the Customer Journey Took a Museum Up a Different Street Antony Robbins, Director of Communications, Museum of London
CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO 14:00 Royal Bank of Scotland Case Study: Overlaying Data with Human Behaviour Sarah Perkins, Head of Customer Conversations, Royal Bank of Scotland 14:20 Travel Insurance Facilities Group Case Study: The Power of Being Your Own Passionate Customer Fiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group 14:40 Panel Discussion
15:00 Coffee & Networking Break
EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE
CUSTOMER DATA SECURITY & PRIVACY
15:30 Evolution of ‘Voice of the Customer’ – Are You at the Top of the Ladder? Helen Wilson, Managing Director-IPSOS Loyalty, IPSOS Mori
15:30 World Class Service, World Class Protection Mark Chaplin, Information Risk Management Leader, Information Security Forum
15:50 Building The Digital Contact Centre – Overcoming Digital Customer Engagement Challenges Matt Hooper, SVP Global Marketing, Imimobile
15:50 Taking The Offensive: Working Together to Disrupt Digital Crime Luke Beeson, Vice President, Security UK and Global Banking & Financial Markets, BT
16:10 Trafford Housing Trust Case Study: Community Problems, Community Solutions: How to Solve a Problem Like Poverty? Eve Blezard, Trafford Housing Trust
16:10 The New European Data Protection Regime – How General Data Protection Regulation (GDPR) Affects The World Of Customer Engagement Jonathan Armstrong, Partner, Cordery Compliance
THE FUTURE OF WORK 16:30 How to Manage People in Increasingly Demanding Times David MacLeod OBE, Co-Chair, Engage For Success 16:50 What Will the Future of Work Look Like for Businesses Operating Today? Leon Stafford, Regional Territory Manager, Interactive Intelligence 17:10 Unicef UK Case Study: Unlocking Potential–When a Disaster Strikes Vicky Johnson, Head of Supporter Care & Carine Barbara, Advisor For Supporter Care Team, Unicef UK 17:30 Chair’s Summary Mike Havard, Director, Ember Services
ARTIFICIAL INTELLIGENCE & ROBOTICS 16:30 Chat Bots: Revolution or Devolution? Jim Meadows, Head of Product, Myclever™ Lab 16:50 IBM Watson Case Study: Conversational Engagement Through AI Dale Lane, IBM Watson Developer 17:10 Panel Discussion 17:30 Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
17:40 Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave
PLENARY KEYNOTES 09:50 Opening Keynote: M&S Case Study – Making Every Moment Special for Colleagues and Customers Jo Moran, Head of Customer Experience, M&S
10:10 Opening Keynote: Domino’s Case Study: Staying Ahead in a Changing Marketplace With Disruptive Entrants David Wild, Chief Executive, Domino’s Pizza Group
10:30 Coffee & Networking Break
Chair: Andrew McMillan, Principal, Engaging Service
Chair: Cathy Brown, Executive Director, Engage For Success
CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:00 AO Case Study: Being Exceptional in the Moments that Matter Danny Emmett, Group Retail Operations Director, AO World 11:20 Digital Needs the Human Touch Sandra Galer, Consulting Director, Merchants 11:40 Tesco Case Study: Serving Britain’s Shoppers a Little Better Every Day Helen Gales, Customer Service Director, Tesco
ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 12:00 Three Case Study: Offers and Rewards Reinvented Danny Dixon, Director of Customer Strategy and Base Marketing, Three UK 12:20 Conversational Messaging Will Change the Way You Engage with Customers Forever Mark Oppermann, EVP Sales & Marketing, Webio 12:40 Making E-Retail Websites Truly Easy-To-Use: Applying Ease of Doing Business to Online Shopping Moira Clark, Professor of Strategic Marketing & Director of The Henley Centre for Customer Management, Henley Business School
CUSTOMER & EMPLOYEE ENGAGEMENT 11:00 Europe’s Changing Customer Experience Environment: 10 Illuminating Insights From a Multi-Country Study Ian McVey, Head of Enterprise Sales, Northern Europe, Qualtrics and Steve Hurst, Editorial Director, Engage Business Media 11:20 Customer Surveys – WTH! Jamie Thorpe, Commercial Director, Grass Roots 11:40 Barclays Case Study: Digital Inclusion and Empowerment – The Truth Behind the Digital Eagles Story Dave Shepherd, Director of Digital Eagles and Eagle Labs, Barclays
FUTURE OF THE CONTACT CENTRE Guest Chair: Peter Ryan, Principal, Ryan Strategic Advisory 12:00 BT Case Study: Engaging for Change Sarah Davies, Principal, Internal Communications, BT Consumer 12:20 Future of the Contact Centre – “It’s all About the Journey” Russell Attwood, Business Development Director, Unify Communications 12:40 Geoffrey Insurance Case Study Paul Baxter, Head of Direct, Geoffrey Insurance
INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO 14:00 Box Plus Network Case Study: Content for a Constantly Connected Consumer Matt Rennie, Managing Director, Box Plus Network 14:20 What’s Next? – The Really Big Stuff in Business Strategy Innovation Morris Pentel, Director, Customer Experience Foundation 14:40 Trentbarton Case Study: Talking With our Customers – Whatever Next! Jeff Counsell, Managing Director, Trentbarton
CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO 14:00 Disney, Premier Inn and Burberry Case Studies: Customer Excellence is the External Manifestation of Internal Alignment Dr. Simon Moore, Chartered Business and Consumer Psychologist, Innovationbubble 14:20 Humanising Customer Engagement in a Digital World Rachel Lane, Director of Customer Analytics, EMEA, Verint 14:40 Sureﬂap Case Study: Providing Purr-Fect Service in the Connected World Sarah Metcalfe, Head of Customer Service, Sureﬂap
15:00 Coffee & Networking Break
CUSTOMER ENGAGEMENT IN RETAIL, PART TWO 15:30 Kia Oval & American Express Community Stadium Case Study: The High Speed Customer Experience Nick Brice, L&D Partner, American Express Community Stadium 15:50 Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel Customer Service Strategy Leigh Janson, Customer Service Manager, Figleaves 16:10 Sofology Case Study: Co-Creating your Culture With Customers and Teams Alyson Fadil, People Director, Sofology
LEARNING & DEVELOPMENT 15:30 Innovative Approaches to Engagement: Today’s Leaders and Future Generations Nick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP 15:50 Getting The Balance Between User Experience and Customer Experience Right Adam Charlesworth, Leadership Consultant & Educator 16:10 Winning Attitudes: What Does it Take to be Successful? Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower
EMPLOYEE RECOGNITION, REWARD & RETENTION
THE EVOLUTION OF CX SERVICE DESIGN
16:30 Eau Palm Beach Resort Case Study: Values; The Secret Truth About Employee Engagement Simon Lewis, Owner, Eau Palm Beach Resort & Spa
16:30 Case Studies From Virgin, Fidelity and Bupa: When (and When Not) to Use Customer Experience Design Sean Risebrow, Director of Customer Experience, Bupa
16:50 The Connected Brand - Building Customer Experience from the Inside Out Louisa Moreton, Engagement Director, Instinctif Partners
16:50 Donor Experience Case Study: Using Disruption to Change the Behaviour of a Whole Industry Richard Spencer, Director for the Commission, Donor Experience
17:10 ESI Media Case Study: We Are Human (Resources) Kannan Ganga, Group HR Director, ESI Media
17:10 Panel Discussion
17:30 Chair’s Summary Andrew McMillan, Principal, Engaging Service
17:30 Chair’s Summary Cathy Brown, Executive Director, Engage For Success
17:40 Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave
Marks & Spencer
Engage For Success
Engage Business Media
Former UK Champion Javelin Thrower
Eau Palm Beach Resort & Spa
The Box Plus Network
Barclays UK Retail Bank
Royal Bank of Scotland
Dr. Amanda Potter
American Express Community Stadium
Zircon Management Consulting Ltd
David MacLeod OBE
Engage For Success
Travel Insurance Facilities Group
Trafford Housing Trust
Museum of London
Customer Experience Foundation
Ryan Strategic Advisory
Dr. Simon Moore
Information Security Forum
Leadership Consultant and Educator
Professor Moira Clark
Henley Business School
Diana Tyszkiewicz MaritzCX
Lower Level 1 - Sponsors and Expo Hall Sponsor lounge
Speaker lounge 36 35
Networking 1-2-1 meeting lounge
4 10 9
Sponsors Academie du Service ConďŹ rmit Customer Experience Foundation Cyara Grass Roots IMImobile Instinctif Partners Intelecom Interactive Intelligence Maritz CX Merchants mGage Qualtrics Rant & Rave Transversal Unify Communications Verint Webio
6 12 17 14 1 4 5 19 18 20 2 13 10 15 11 9 8 7
Exhibitors Accelerator Solutions Bosch Service Solutions Comarch Feedback Ferret Investors in Customers Living Lens Maru/edr Service Tick Wizu
16 27 21 28 31 32 23 22 26
Partners Association for Business Psychology Ember Services Engage for Success The Forum
33 34 35 36
Lower Level 2 - Seminar Halls 1, 2, 3, 4 and Focus Groups
Stage Hall 1
Focus Group Sponsors MediaTech mGage Maritz CX
1 2 3
Complimen ntary Multi-Channel Discovery Sessio S on During this half day session we will explore the following: • What are the key trends in the market affecting your channel strategy y? • Are you set up and ready to offer multiple channels for customer service e? • Which channels are right for your customers? At the end of the session you will receive a report with our recommendations to help you make critical decisions for yyour contact centre.
Email us to book your session today:
Terms: e Offer expires October 2017 and limited to 5 companies, on a ﬁrst come, ﬁrst serve basis. Other terms apply. Contact us for further details by emailing email@example.com m
KEYNOTE STAGE 08:1509:00 09:0009:10
Registration & Coffee Introduction from Summit Chair - ‘Technology the Great Enabler’ Mike Havard, Director, Ember Services Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do dangerous things in the mountains occasionally. (But likes it better when he comes back!)
Opening Keynote: Timpson Case Study – The Secret Behind Amazing Service John Timpson, Chairman, Timpson John Timpson is happy to be called a maverick, a description earned through his unconventional approach to management. But John runs his business in a unique way for very good reasons. In this session he will explain why he abandoned ordinary business principles to help give his customers an amazing service and create a company culture based on common sense. John Timpson was educated at Oundle and Nottingham University. The Timpson family business was taken over in 1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business, which has diversiﬁed into engraving, watch repairs, dry cleaning and photo processing. Timpson now has over 1600 branches nationwide, including the Max Spielmann and Snappy Snaps brands and a successful Timpson Locksmiths business. The Group has a turnover of over £200m and proﬁts of over £25m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its creative approach to employee engagement and innovative work helping ex-offenders – it is the UK’s most active employer of people from prison. Recently widowed, John Timpson was married to his wife Alex for 47 years. He has ﬁve children Victoria (47), James (45), Edward (42), together with Oliver (40) and Henry (29). John and his wife were also foster carers for 31 years, during which time they fostered 90 children. In 2000 he wrote ‘Dear James,’ which passes on to his son James, now Timpson’s CEO, the lessons learned in 25 years as a Chief Executive. A management maverick, he describes his business philosophy in ‘How to Ride a Giraffe’, ‘Upside Down Management’ and ‘Ask John’. His latest book ‘High Street Heroes’ was published in 2015.
Curating Your Customer Engagement Ecosystem Amit Shankardass, Global Marketing Executive, Teleperformance Our customers’ pace of adoption is driving critical changes to our customer engagement technologies, processes, and data management. The game is changing, and we have to change with it. In this session we will discuss how a service provider can be the enabler for brands on their journey to achieving true omnichannel customer experience and its beneﬁts. As curators of the necessary solutions, platforms and process methodologies required, they can offer ﬂexibility and scaleability underpinned by rigorous governance and resilient infrastructure. With a focus on thinking like a customer, Amit brings a tenured history in the Business Process Outsourcing (BPO) arena having served in multiple roles in strategic planning, marketing, sales, product development and operations with leading global service providers. In his current role of Executive Vice President of Marketing for Teleperformance, he is responsible for leading all aspects of marketing programmes and communications, product innovation, business intelligence, sales enablement, public relations and other associated go-to-market activities for the company’s English Speaking and Asia Paciﬁc Markets. His focus is on the understanding of customer experiences and the alignment of engagement strategies to meet these emerging needs. Most recently, he served as the Chief Marketing Ofﬁcer at leading BPO organisations Sitel and Alorica. Previously Amit served strategic planning, product development, and corporate marketing for the desktop support service product line of DecisionOne. He started his career serving in various business development and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certiﬁed Partner.
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KEYNOTE STAGE 09:5010:10
Opening Keynote: M&S Case Study – Making Every Moment Special For Colleagues and Customers Jo Moran, Head of Customer Experience, M&S We often hear about the importance of mobile technology in today’s customer experience, and here at M&S we have been working on how we bring mobile devices into the work place for our colleagues to help them do their job and deliver a better customer experience.
In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers. Jo attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which had been the previous approach. Until recently, Jo was also the Chair of Governors for a local primary school, where she took an active role in bringing her business skills to use in a different ﬁeld. She has more recently been appointed as a Non-Executive Director for a Housing Association based in Kent, where she is looking to bring her customer experience knowledge to bear in a different sector. In 2003 Jo graduated with Distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.
Opening Keynote: Domino’s Case Study: Staying Ahead in a Changing Marketplace With Disruptive Entrants David Wild, Chief Executive, Domino’s Pizza Group The Fast Food market is evolving rapidly. Customers’ quest for quality, convenience and value mean that there are good sales opportunities, but the choice of providers is vast. To make matters more challenging for incumbents, technology has enabled new web-based entrants to join the fray. More recently, delivery aggregator specialists have added to the roster of brands available to consumers. Through this transition, Domino’s Pizza has emerged a a winning player by investing and innovating. David’s presentation will review the story of the last few years and highlight some of the lessons learnt. David is currently Chief Executive of Domino’s Pizza Group plc. He is a Non-Executive Director of the multi-channel consultancy Practicology and also Bankers’ Investment Trust. Previously, David was Chief Executive Ofﬁcer of Halfords Group plc and held senior roles within Walmart Stores Inc., Tesco Stores plc and RHM Foods Limited.
Coffee & Networking Break
During her 25 years’ experience with M&S, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation.
HALL CHAIR: Mike Havard, Director, Ember Services
CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE 11:0011:20
02 Case Study: Surprise & Delight: What Is It and Why Do We Do It? Kal Durand, Social Engagement Specialist, O2 How and why O2 engage with customers in a way that is unexpected, creating memorable experiences that are worth sharing.
Having worked for O2 for the last decade I have been an integral part of the social media team for the past 4 years. I have been involved in everything from reputation management to proactive and reactive engagement. At O2 we try to take an innovative approach to improving the customer experience, something I feel all brands must strive to do in such a competitive and crowded space.
1st Central Case Study: Using Knowledge to Help You Deliver an Outstanding Customer Experience Gary Lucas, Head of Customer Experience, 1st Central Hear how 1st Central is using knowledge to differentiate the business in a crowded market place and deliver great service throughout the customer journey. Gary will be discussing why 1st Central selected a knowledgebase, how it was implemented, the beneﬁts that 1st Central are receiving as a result and further areas that use of the knowledgebase could be extended into. Born in Cyprus to British Forces parents, I spent 6 of my ﬁrst 11 years living in different countries, before settling in Surrey. I left school at 18 and like so many, sort of fell into insurance for what was then Sun Alliance, based in Croydon. At 21 I chose to become a Telesales agent for a new insurance start up (Royal Bank of Scotland Group Insurance Company Limited) which subsequently became Direct Line. Over the years I progressed to Assistant Motor Underwriting Manager, sitting on the ABI Group Rating Panel, before taking a 6-month secondment in 1997 based in Edinburgh with Tesco Personal Finance to help launch their Motor product. The 6 months lasted 4 years, before returning to Direct Line as the Online Sales Manager for Car Insurance. Over the next few years, online sales increased, as did my areas of responsibility and ultimately I looked after the entire online customer journey for Direct Line products. In 2008 I joined Allianz as part of a new team to help develop and deliver new Car & Home insurance products for their Direct business; these launched in 2010 & 2011 respectively. Not long after I was looking for a new challenge and so joined 1st CENTRAL in 2012 as Head of Customer Experience. And it’s been a rollercoaster of a ride ever since.
Virgin Care Case Study: It’s Not What We Say Or Do, It’s How We Make People Feel Michelle Hawkins, Head of Futures, & Simon Lucas, Head of Communications and Marketing, Virgin Care An insight into the culture of Virgin Care and how they engage colleagues and patients to deliver experiences where people feel the difference I’ve spent my career trying to understand people and what makes them happy. I’m constantly scouting the globe for examples and ideas of how to design better healthcare services and better lives. This journey has taken me to Virgin Care – a truly innovative organisation which delivers health and social care services that make a difference to peoples’ lives every day. As Head of Futures, I look for ways to solve the challenges of today and to meet the opportunities of tomorrow, focusing all the time on innovation that delivers high value and transforms services. I feel very lucky to be part of an organisation that is changing the face of healthcare in the UK and which recognises that great experiences are all about how you make people feel. After working in Parliament and policy, Simon worked in public affairs at a leading Westminster consultancy for clients across a range of service delivery sectors including Virgin Care. This experience, alongside a broader interest in customer service, lead to Simon joining Virgin Care full time where he has taken on increasing responsibility; ﬁrst for how the organisation communicates with stakeholders and, more recently, for customer service and experience.
LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER 12:0012:20
Heathrow Airport Case Study: A Great Place To Work – Our Colleagues Journey Jane Smith, Head of Performance & Engagement, Heathrow Airport As you would expect being an airport, Engagement for Heathrow is a Journey, an exciting, on-going direction of travel to make Heathrow great. Jane Smith, Head of Performance and Engagement, aims to explain this journey with their colleagues across Heathrow; Why and how they started to make a change, how their business priority of Mojo has made a massive inﬂuence on their culture, and although still on the journey, what a difference they are making already, both with their colleagues and how it’s inﬂuencing their passengers.
Jane’s working experience has been very diverse, working for FMCG, Support Services, Engineering, Public Sector, and Technology based organisations, both as an employee and as a consultant; having previously ran her own business in Organisational Development and Cultural Change. Organisations Jane has worked for include: Reckitt Benckiser, OFCOM, Serco, Halcrow /CH2M Hill and Xerox both in the UK and internationally. Jane is also a qualiﬁed Coach, and has a background in Psychology of Leadership.
Evolution: The Convergence of Customer and Employee Engagement Claire Sporton, VP, Customer Experience Management, Conﬁrmit Many organisations have a Voice of the Employee programme and a Voice of the Customer programme, each at different stages of maturity. However, it is rare to see organisations that have evolved their VoC and VoE into an aligned programme. Often these programmes will sit in different parts of the organisation and never the twain shall meet. In this session Conﬁrmit will predict that the Evolution of Voice of the Customer will be dependent on the convergence of these two separate programmes. We will also offer some guidance for those organisations ready to make the leap to the next level in VoC and VoE success. Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organisations in the development and implementation of programmes that not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is to ensure that Conﬁrmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.
ITV Case Study: How We Gave Everyone a Voice Alice Colarusso, Head of Internal Communications, ITV Even in a digital world, ITV colleagues still vote face-to-face their number one communication channel. Find out how we use both online and ofﬂine channels to engage colleagues and create two-way dialogue, including the launch of our company-wide Ambassadors programme – giving every team at ITV a voice. Alice Colarusso has worked within internal communications and digital marketing for 10 years. She has been with ITV for over ﬁve years and has recently been promoted to head up the Internal Communications team. Her experience includes change management, company rebrands, launching global intranets, B2B and B2C websites, emails, mobile apps and social media. A key focus has been developing the company’s tone of voice to one that resonates with colleagues and drives employee engagement.
Jane Smith has been Head of Performance and Engagement within Heathrow Airport Ltd for over 3 years, and loves it! Her role is to initiate and facilitate the successful implementation of the ‘Organisational Development’ agenda, in the areas of Employee Engagement, Performance Management, and Behaviour change. Speciﬁcally by developing and implementing an Employee Engagement strategy, and providing professional expertise, and coaching to leadership and management teams, to promote understanding and ownership of engagement activity known across Heathrow Airport as Mojo.
CX STRATEGIES FOR THE CUSTOMER JOURNEY 14:0014:20
NHS 24/Macmillan Trust Case Study: Delivering Personalised On-Line Health Information – The Movement From Paper To Digital Kevin Hutchison, Macmillan National Strategy Manager, NHS 24 Health information within the NHS has traditionally been disseminated via hard copy leaﬂets and booklets, with little done to track the movement towards “Digital First” approaches. NHS 24 and Macmillan Cancer Support have jointly developed a new web based tool which allows users to create a tailored online leaﬂet, which is personalised to their needs at that time and is adaptable as those needs change. Titled “Info For Me”, the product has offered an alternative to hard copy, and combined with translation software provides a unique approach to how health professionals and the public approach distribution of health and wellbeing information in their day to day lives. Fully developed around the needs of users, it represents a clear example of how engagement facilitates a continued improvement methodology for product development.
Delivering Flawless Customer Experience Every Time: Key Factors to a Successful CX Transformation Kenny Lang, Transformational Lead, Three & Nick Duggan, General Manager and Head of Sales EMEA, Cyara Solutions 80% of companies believe they provide a ‘superior experience’, but only 8% of their customers actually agree. A common mistake is basing your customer experience strategy on NPS scores from the 4% of customers who actually complete a survey at the end of the call. How do you really know what experience your customers are having when 96% don’t voice complaints? This panel will discuss the critical success factors in transforming customer experience. Find out where you really are on your CX journey, how you progress to the next level and how you can improve your CX in half the time and at half the cost with greater quality. Kenny is the Transformation Lead at Three. He is responsible for delivering innovative and successful change in order to make the operation efﬁcient and effective whilst delivering outstanding service on every customer contact. Nick is the General Manager of EMEA for Cyara. In this role, he is responsible for establishing and growing the business throughout that region. Nick is focused on ensuring success for Cyara’s European customers and in delivering business value to help them drive quality customer experiences. Prior to joining Cyara in 2011, Nick was responsible for Business Development and GTM strategy for Telstra’s Contact Centre Software as Service offerings to the Enterprise and Government sector throughout Australia. This role built upon a solid foundation in IT acquired in Project Management and Consulting roles with Computershare in Australia, and at ATOS in the UK.
Kevin Hutchison is National Macmillan Strategy and Development Manager for NHS 24. He is responsible for the planning and delivery of digital health and social care products and services across Scotland. This includes a strategic partnership with Macmillan Cancer Support which has seen the introduction of a new personalisation tool to support individuals access the help and support at a time when they need it most. Kevin has a background in strategy and leadership with a double masters in health promotion and strategic management. He has also published within the Journal of Integrated Care, focused on the emergence of health and social care within Scotland.
CONFERENCE PROGRAMME 14:4015:00
Museum of London Case Study: Market Forces – How The Customer Journey Took a Museum Up a Different Street Antony Robbins, Director of Communications, Museum of London
Director of Communications Antony Robbins will tell us how getting into the shoes of its customers made the museum re-consider its offer, sharpen its brand and develop its content. Thinking like a consumer brand and putting customers at the heart of everything made the museum look again at its very location. As a result, a brand new museum for London will open its doors in West Smithﬁeld in 2022. This will re-cast the museum’s entire relationship with London and Londoners. Antony Robbins, 52, is the Director of Communications at the Museum of London and Museum of London Docklands. He joined as the organisation opened its £22m Galleries of Modern London in 2010. The museum’s focus is on becoming better known and reaching more people and it has invested considerably in digital technology. Its awardwinning StreetMuseum app and ﬁlms on YouTube have helped connect it to a cooler, more contemporary London audience. This has both helped shape the museum’s brand and build its visitor numbers. The museum now has plans to leave its current site. By 2022 it will open up a state-of-the-art new museum just up the road in London’s nearby West Smithﬁeld. Much of Antony’s career has been in international relief and development. He worked at the UK government’s Department of International Development and for aid agency CARE International. His role took him across Latin America, Asia, the Balkans and sub-Saharan Africa. Antony was born in London – the city he still calls home.
Coffee & Networking Break
EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE 15:3015:50
Evolution of ‘Voice of The Customer’ – Are You at The Top of The Ladder? Helen Wilson, Managing Director - IPSOS Loyalty, IPSOS Mori • • •
100 slide presentation decks delivered at annual reviews to real time, enterprise-wide feedback inﬂuencing tactical and strategic decision making from front line to board room Paper/telephone survey responses to multi-mode feedback and bigger data providing a complete picture of the customer experience Measurement to management …
We’ve come a long, long way, but, clearly, there’s still a whole lot of work to do: too many company leaders are telling us that their own organisations could be doing more to act on their customers’ feedback and deliver high quality customer service; too many customers are agreeing that’s so. So what sits at the top of the VoC evolutionary ladder? Where are you on that ladder? What are some of the lessons we’ve forgotten from some of the lower rungs? The next rung – where do we go from here? I’m about: • • •
Creating and building great client relationships Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it what you will Helping clients build even better customer and employee relationships – by understanding what they need to focus on, the impact of so doing, with the ultimate goal of improving business performance
Building The Digital Contact Centre – Overcoming Digital Customer Engagement Challenges Matt Hooper, SVP Global Marketing, IMImobile This session will be looking at: • •
The true value of a digital customer experience – reality check Digital channels and the rise of interactive messaging
HALL 1 • • • •
Preparing the business case for digital and mobile customer engagement Success stories – how interactive mobile chat can improve contact centre KPI performance Overcoming technology challenges to bring digital interaction into the contact centre environment What does the future look like – Human versus AI based interaction
Matt is an experienced senior enterprise software marketer and general manager, with over 20 years of experience in international marketing, product management and business development. He joined IMImobile in 2015 from cloud compliance SaaS provider Cognia. Prior he has led triple digit business growth in companies such as Boston-based Lavastorm Analytics, MDS, Colibria and as a founding executive of service delivery platform pioneer Elata. Matt has also held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology.
Trafford Housing Trust Case Study: Community Problems, Community Solutions: How to Solve a Problem Like Poverty? Eve Blezard, Trafford Housing Trust
Eve is presently employed as the Customer Intelligence Ofﬁcer for Trafford Housing Trust. In this capacity she provides a wide range of intelligence products and data analysis to further understand the customer experience within Social Housing. She has a background in community development, recently winning 2015 TPAS Northern Region, Resident Involvement Ofﬁcer of the year for her work with City West Housing Trust in Salford. Whilst studying for her Post Graduate Diploma in Housing Practice at Salford University Eve was awarded ‘Best Academic Practice’ award by the Chartered Institute of Housing for the Northern Region. Eve has continued her research at Salford University to doctoral level within the School of the Built Environment. Her thesis will focus on a biographical narrative study to unravel the meaning of community for social housing customers in the north-west of England. The project will seek to provide a voice to social housing residents in the context of a new housing development.
THE FUTURE OF WORK 16:3016:50
How to Manage People in Increasingly Demanding Times David MacLeod OBE, Co-Chair, Engage For Success David will brieﬂy outline the external forces increasingly bearing down on work places and also describe the developing demands of people from their place of work. Some organisations are responding well to these forces for the beneﬁt of both the employees and their organisations but many are not. He will outline the four approaches that the successful organisations adopt in order to respond well to this changing context. David is co-Chair of the Employee Engagement Task Force launched by the Prime Minister at Number 10 in 2011. He is a visiting Professor of the Cass Business School, a Fellow of the Ashridge Business School, the Institute of Marketing and of the RSA. He co-authored the book entitled ‘The Extra Mile’ published by Pearson on the topic of Employee Engagement. David is co-author of the ‘Engaging for Success’ Report commissioned by the Department of Business, Innovation and Skills, described by the CMI as the deﬁnitive work on this subject. This follows an early career in marketing followed by becoming a CEO. David was awarded an OBE for services to Employee Engagement and Business in the Queen’s Birthday Honours in June 2013.
Utilising customer and community engagement to transform community investment for Trafford Housing Trust. Trafford Housing Trust are a registered social landlord with around 9,000 properties across Trafford in the North of England. The trust has been issuing grant funding to community projects for the last ten years and has recently embarked upon a project to transform their approach to community investment. The trust will now allocate a £2 million dividend annually into community investment, with a view to tackling poverty in an innovative, new approach. To ensure the success of the new approach customer and community engagement was vital and the trust employed a range of methods to understand the needs and expectations of a wide range of stakeholders. This presentation will cover the various challenges faced in customer engagement in a public sector setting as well as exploring the engagement methods utilised within the project and the ﬁndings that will now guide community investment across Trafford in the future as Trafford Housing Trust works on its missions statement of eradicating poverty across the borough.
CONFERENCE PROGRAMME 16:5017:10
What will the Future of Work Look Like for Businesses Operating Today? Leon Stafford, Regional Territory Manager, Interactive Intelligence The digital revolution has led to rapid change that no one could have foreseen. New technologies, data analytics and social networks are having a huge impact on how people communicate, collaborate and work. Companies must continue to explore technologies and remain ﬂexible and ready for anything. Join Leon Stafford of Interactive Intelligence to take a look into the future of work and how new emerging technologies will shape and change the way we work. At Interactive Intelligence we help our customers to turn customer service into competitive advantage.
I work with Financial Services organisations to deliver technology solutions cost-effectively to make an impact on their business. My strengths are in scoping and delivering Communications-enabled Process Automation and disruptive technologies for the contact centre. Specialties: Preparing and presenting Technology Transformation, CRM Integrations (Lync, SFDC, home-baked SQL), CAAS versus premise solutions, compliance, outbound strategy and blending, Workforce Management, Analytics. I really like helping. I have a great team and a lot of information available – so just ask me.
Unicef UK Case Study: Unlocking Potential – When A Disaster Strikes Vicky Johnson, Head of Supporter Care & Carine Barbara, Advisor for Supporter Care Team, Unicef UK Unicef’s global mission is ‘a world ﬁt for every child’, and it’s vital that every Unicef UK employee feels they can make a personal contribution to this, but like many charities and businesses, how do you truly unlock this potential? Through a combination of employee and supporter (customer) engagement, we foster an open table for innovation, immerse ourselves in our strategic direction, and tune into supporters’ interactions across multiple live channels. When it comes to an emergency – be that from a natural disaster (sudden onset) to the ever changing global landscape (long protracted) – we’re prepared, but through employee empowerment, using a supporter-centric approach we can constantly adapt and react to the voice of our supporters’. Vicky is an accomplished Supporter Experience Leader with extensive knowledge and practical delivery of high-quality services to supporters across fundraising activities, channels and products. Proven record of producing successful solutions and transforming operations to deliver change and improve performance, whilst creating cost efﬁciencies and maximising revenue. Practical delivery of Supporter Experience strategies, Voice of the Supporter Programmes, Supporter Journey Mapping and Touch-point Analysis to monitor, measure and review supporter engagement levels and identify gaps for future strategy development. Extensive experience in leading people with a passion to engage and motivate staff in a culture of supporter excellence. Carine has wide-ranging experience in supporter engagement with a special interest in Social Media Engagement. Carine has focused on communicating with different audiences throughout her career from initial experience at Bloomberg L.P in Global Data, then moving into building international partnerships via KfW before moving into the charity sector at the National Citizen’s Service, leading to her current role at Unicef UK where supporter engagement is central. Building on multi-channel engagement of supporters via social media, email, Live Chat, SMS and Telephone to anticipate and respond to supporter, using supporter stories to map the way the Supporter Care Team respond to supporters.
Chair’s Summary Mike Havard, Director, Ember Services Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM.
Drinks & Networking Party With Comedian Alun Cochrane Sponsored By Rant & Rave, introduced by Yiannis Maos
HALL CHAIR: Martin Hill-Wilson, Founder, Brainfood Consulting
CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE 11:0011:20
Zurich Case Study: Zurich FutureYou, Building a Consumer Business Emma Huntingdon, Managing Director – FutureYou, Zurich Emma will share her journey of creating a purpose around customers and capturing the wave of customer expectation to build a consumer business at Zurich Insurance. Emma will share the successes of using a service design thinking approach, developing a single customer data view, deploying customer management solutions and building an omni-channel environment. The real story is how this is being achieved within a large, intermediated, traditional corporate, with a legacy systems environment and in an organisation transitioning from a product to customer culture. Emma is about change with a purpose. In Zurich FutureYou, Emma is spearheading a digital consumer business that represents a new approach to ﬁnancial thinking for people who want to reach their ﬁnancial goals. Have you signed up yet? Since joining Zurich in September 2014 as Director of Marketing, Emma has helped design and introduce a customerled marketing strategy that will continue to evolve in 2017. The aim? To help Zurich become the most customercentric organisation in ﬁnancial services.
But what came before? Emma has been championing, designing and implementing customerled approaches across two decades, and across continents. Emma played a key role in transforming AMP – Australia’s largest wealth manager – from a productﬁrst to a customerﬁrst business. She also has experience working in Asia and the US. Most recently she ran her own consultancy business, where clients have included St James’s Place, AXA, AMP (who must have liked her) and Macquarie. What’s next? To power on with Zurich FutureYou ….
Atom Bank Case Study: The Future of Banking Michael Sherwood, Head Of Customer Experience, Atom Bank Atom is the UK’s ﬁrst truly digital bank. It’s innovative, low cost and customer obsessed. Michael will talk through the banks journey to date, its overall philosophy and the core ingredients required to deliver industry disrupting CX. Award winning business leader and change agent with 16 years experience in the start up, expansion and stabilisation of large contact centre based organisations. Extensive experience sponsoring and delivering tactical and strategic change programmes to improve customer service, operational performance and business proﬁtability.
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE 12:0012:20
Case Study: Airbnb – Engagement By Design Adrian Swinscoe, Consultant, Rare Business As one of the poster children for the sharing economy, Airbnb leads the way in how it engages its hosts and holiday-makers. In this talk, Adrian will unpick successful Airbnb’s engagement strategy, how they do engagement by design and will draw out a number of principles that attendees will be able to apply to their own business. Finally, Adrian will also explore some of the challenges ahead for Airbnb, and how they might use those same three strategies to overcome potential roadblocks. Adrian Swinscoe is a consultant and adviser to a number of ﬁrms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fastgrowing, entrepreneurial ﬁrms. He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a worldclass customer and employee experience. Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in. Outside of work, he’s a keen but distinctly average rockclimber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.
Three Case Study: The Transformation of Three Ireland to a Customer Centric Organisation Justin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland Join us to hear Three Ireland discuss how they have re-shaped their entire approach to customer experience to allow them to become a truly customer centric organisation. In 2015, the acquisition of O2 meant that Three Ireland had a lot to do to come together as one joined-up, cohesive organisation – an organisation with the customer at its centre. Prior to the merger, O2 and Three Ireland both had different approaches and programmes for Customer Experience. Through utilising Qualtrics technology and having a true “Focus on the Customer” approach, Three Ireland have been able to merge both approaches into one, and to introduce multiple Customer Journeys to help them to get a holistic view of their customers, from the point of ﬁrst interaction onwards. Justin Conry is currently Head of Transformation in Three Ireland, leading a team accountable for Change Delivery, Digital adoption, Customer Experience, Continuous Improvement and CRM Systems. Justin has 20 years industry experience in senior roles leading strategy, planning and programme management. Justin worked for Vodafone Ireland for 10 years latterly as Head of Strategy & Planning. Justin moved to Aviva Europe as European Head of Planning and Governance across 10 markets and then to Microsoft as Director of Channel and Programs for EMEA. Immediately prior to joining Three Justin worked in the Business, Strategy and Transformation practice with BearingPoint (Technology and Management Consulting), across the public and private sector. Declan Boyle is Head of Customer Value Management at Three, Ireland – leading a team with overall responsibility for churn and upselling the base. The Customer Value Management function consists of Customer Insight including Voice of the Customer, Advanced Analytics and Base Management. Declan has 15 years industry experience in Online Gaming and Telecoms. Declan spent the ﬁrst 7 years of his career at Sportingbet, starting in a Customer Support role before moving into CRM. After joining, Virgin Games, Declan became Product Manager of International Markets before becoming Head of CRM. Prior to joining Three, Declan was Head of Retention at Williams Interactive, the gaming division of lottery company Scientiﬁc Games.
HALL 2 12:4013:00
Facebook Case Study: The Evolving Landscape of Marketing - How Brands Are Embracing Mobile Jonathan Herman, Head of eCommerce & Retail, Facebook The mobile landscape and why paid social media is essential Conceptualising social strategy as an e-commerce driven effort Examining the right approach for success for e-commerce How instant messaging is changing the customer experience Jonathan Herman works on the UK Retail and eCommerce team at Facebook advising clients on how to eﬀectively use Facebook as a key performance marketing and branding tool. Jonathan has an extensive background in digital marketing across a number of disciplines including paid search, aﬃliate marketing and display advertising technologies. Prior to Facebook, Jonathan worked at Amazon, 118118 and Pigsback.com.
CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO 14:0014:20
Royal Bank of Scotland Case Study: Overlaying Data With Human Behaviour Sarah Perkins, Head of Customer Conversations, Royal Bank of Scotland
This talk will present two powerful case studies, the ﬁrst explores how data is changing the verbal conversations advisors have with our customers, the second will reveal how the use of Big Data has enabled us to use digital conversation to greater affect by bringing bank language into the 21st century, and how our use of language can positively affect NPS & Call Propensity. Sarah Perkins is a Senior Manager at Royal Bank of Scotland who has seen its transition from a business primarily focussed on Sales, to a business with customers best interests ﬁrmly at the heart of all we do. During her long and varied career Sarah has implemented the “Data Driven Conversation” programme into telephone banking at RBS which has seen customer advocacy and attached products increase, whilst reducing cost. Sarah is pioneering the use of Big Data to understand micro nuance within customer conversations, and how to translate this to business results. Sarah is passionate about using data to achieve positive outcomes for both Customers and Bank and is published externally through her work on understanding the aﬀect emoticon usage has on Customer trust and Advocacy.
Travel Insurance Facilities Group Case Study: The Power of Being Your Own Passionate Customer Fiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group When you start out as a passionate customer, you understand what the market needs better than anyone else. When you know what your customer needs, you just need to fulﬁl that gap and technology is helping more and more. Fiona Macrae of Travel Insurance Facilities Group realised there was a huge gap in the market. She will share with you her hear felt story about how her life changing diagnosis of cancer inspired her and her colleagues to harness technology to transform the travel insurance market forever. Fiona Macrae is the Head of Client Engagement at Travel Insurance Facilities Group. She joined TIFG in 2010 to develop a medical risk rating solution, Protectif that would challenge the travel insurance industry’s approach to customers with cancer and other medical conditions. Fiona’s engagement with medical charities and people with all types of medical conditions has given the understanding of what customers with medical conditions want and need from
Each time a customer has a touchpoint with an organisation, that organisation has an opportunity to deepen the relationship. Through the use of rich data, ‘dumb’ selling is fast being replaced by focussed value add messaging being positioned in the right place, at the right time, to the right audience. This messaging may not relate only to products, but also to enhanced service. Beyond observing the behaviour during and post interaction, the design of the messaging needs to be tailored to each recipient.
a travel insurance product. Which has enabled TIFG group to develop a medical risk rating tool which has the customer and their needs at the centre. This ensures the customer ﬁnds travel insurance cover for that much needed break after an illness such as cancer at an aﬀordable premium. Fiona’s background is insurance, she started her career at a high street broker, and from there she moved to Lloyd’s Broker Stirling Hamilton Wright as Head of VIP Client Services, where she worked with celebrity and high net worth clients. From 2006, she has been a leading ﬁgure in the travel insurance market, developing awardwinning specialist travel products for those with medical conditions such as cancer and genetic diseases.
Coffee & Networking Break
CUSTOMER DATA SECURITY & PRIVACY 15:3015:50
World Class Service, World Class Protection Mark Chaplin, Information Risk Management Leader, Information Security Forum
Providing a world class experience for customers is about people and relationships. Increasingly, the use of technology provides innovative ways to establish and maintain long-lasting customer relationships. However, with technology comes risk, which businesses must understand and manage. In this session Mark Chaplin will describe the cyber threat landscape; explain what it means for organisations and their customers; and present practical measures that ensure businesses can continue to deliver world class service and world class protection. Mark Chaplin is an information risk management leader with the Information Security Forum. With 25 years of experience in IT and information security, his role includes deﬁning the ISF’s strategy for tools, methodologies and frameworks. Mark is the principal author of the ISF’s Standard of Good Practice for Information Security, has been a key contributor to the development of ISACA’s COBIT 5 and represented the ISF in contributing to the development of several ISO standards covering information security.
Taking The Offensive: Working Together to Disrupt Digital Crime Luke Beeson, Vice President, Security UK and Global Banking & Financial Markets, BT Organisations around the world are more aware of cyber crime than ever. They know just how dangerous new and emerging cyber threats can be to their businesses. So why do so many of them feel helpless to prevent a major security breach? Luke Beeson takes the view that businesses must think about the psychology of cybercrime in order to best equip themselves to defend against and avoid being victims of cybercrime. The ﬁrst step is to understand the digital criminal in terms of motive, modus operandi and how they intend to proﬁt. The next step is to turn that understanding into a cohesive and effective response. Using ﬁve central themes Luke will explore the emerging landscape and provide recommendations on the best way to disrupt the digital criminals. His recommendations will be based on his experience of protecting BT, from the often forgotten ﬁrst principles of information security, to advanced capability in managed security services. Luke Beeson is Vice President of Security for BTs UK and Global Banking and Financial Markets customers. He is a Chartered Engineer and member of the Institute of Engineering and Technology. Prior to joining BT Luke worked for Honeywell on Industrial Security projects in the Oil and Gas sector, predominantly in the Middle East. Since joining BT ten years ago he has had a number of roles all with a focus on Service Delivery and more recently Security Service Delivery. Previously General Manager of BTs Cyber Defence Operations Luke spent two years in this role building and running a team of Security experts to counter the ever increasing cyber security threat.
HALL 2 16:1016:30
The New European Data Protection Regime – How General Data Protection Regulation (GDPR) Affects The World of Customer Engagement Jonathan Armstrong, Partner, Cordery Compliance Leading tech lawyer Jonathan Armstrong will discuss the new regime which will have a real impact on the way in which data is handled. Jonathan will discuss: • • •
What is this all about and why does it matter to my business? What are the key new rules on information security? What do I need to address now?
Jonathan will give real life examples of where things have gone wrong, and practical tips to make sure you don’t suffer. Jonathan is a Partner with London based law ﬁrm Cordery. An acknowledged expert on data protection, his practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries. In addition to being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe. Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to assess their customer engagement strategy postGDPR.
ARTIFICIAL INTELLIGENCE & ROBOTICS 16:3016:50
Chat Bots: Revolution Or Devolution? Jim Meadows, Head of Product, myclever™ Lab There are already over 30,000 chat bots deployed within Facebook’s Messenger platform. But what does the UK consumer really think about our new virtual assistants? Jim shares myclever™ Lab’s latest research and confronts the challenges brands and technology need to tackle for conversational commerce to win with conﬁdence. Jim is Head of Product from Startup myclever™ Lab, an innovations company based in Manchester. In his role, Jim heads up programs to build digital experiences and industryﬁrst innovations by utilising emerging technologies and forming tactical partnerships with brands. So far Jim’s had a busy year; since the company was founded in April 2016 myclever™ Lab have introduced new technology to a number of enterprise clients, launched Europe’s ﬁrst comprehensive events chat bot and completed research that caught the attention of The Times, The Spectator and Buzzfeed. And, when he’s not building for brands, he’s leading experiments for Lab’s own products and pitching to VCs. After studying journalism and screenwriting, Jim realised an aﬃnity for digital, eventually ﬁnding a wellplaced home at Virgin Media, where he produced awardwinning work at the heart of channel development across Social Media and Communities. Jim ﬁrmly believes ideas change the world and his role with myclever™ Lab allows him to work with many more brands to cultivate the sorts of innovations that do just that. Jim is a family man and lives with his wife and two sons in the town of Sandbach, Cheshire and right now he’s excited as the family are expecting twins to arrive just before Christmas.
CONFERENCE PROGRAMME 16:5017:10
IBM Watson Case Study: Conversational Engagement Through AI Dale Lane, IBM Watson Developer, IBM An introduction to the customer engagement possibilities enabled by artiﬁcial intelligence. Conversational UI is the next generation of user interface. When consumers talk to retailers, or their bank, or their airline, or their utility providers – they will expect their questions to be answered in a natural chat interface. Their questions will be answered through a combination of artiﬁcial intelligence, machine learning and analytics, and human agents when needed. The consumer will be able to choose the messaging app they use to interact with companies, rather than being tied to brand-speciﬁc apps. And their conversational interactions will be a crucial factor in how these companies and brands are perceived. I’m an engineer of IBM Watson, the questionanswering system that was unveiled in 2011 on the US TV quiz show Jeopardy! I’m a developer responsible for our approach to understanding why Watson generates the answers that it does, as we work to bring the Research achievement to industries from healthcare to ﬁnancial services.
Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omnichannel design, proactive, low eﬀort customer experience, social customer service and customer hubs. All themed around service innovation. Even service organisations that consider themselves advanced in their omnichannel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mindset and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front oﬃce (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.
Drinks & Networking Party With Comedian Alun Cochrane Sponsored By Rant & Rave, introduced by Yiannis Maos
watch the highlights get the content relive the magic Customer Engagement Raveolution returned for its third year on the 3rd of November, 2016, bringing together 300 CX leaders for a day of insightful presentations, thought leadership and networking.
watch the speakers on demand
Gold Medal Winning Paralympian
Marketing Director Dunelm
prof. moira clark
Director of CX Sage
Director of the Henley Centre for Customer Management
CEO The Big Issue Foundation
To access the content please visit:
HALL CHAIR: Andrew McMillan, Principal, Engaging Service
CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:0011:20
AO Case Study: Being Exceptional in The Moments That Matter Danny Emmett, Group Retail Operations Director, AO World Find out how AO are delivering exceptional moments that matter to their customers. From how they approach customer experience and how they engage their people, AO is one of the leading Customer Experience organisations in Europe. Danny is Group Retail Operations Director at AO World plc and is primarily responsible for Customer Experience, Contact Centres and Supply Chain. Since he joined in 2009, AO has grown rapidly and Danny has held roles across the business including in Commercial, Operations and Purchasing. Danny is an associate of the Institute of Chartered Accountants of England and Wales. He also holds a Masters in Management (MSc) and a degree in Economics BSc (Hons). AO is on a mission to become the best electrical retailer in Europe. It’s a destination we’ll reach simply because we care more about being exceptional in the moments that matter.
Digital Needs the Human Touch Sandra Galer, Consulting Director, Merchants All indicators are that digitalisation is on the increase and for a number of years there has been talk about how automation will change the face of customer management. Some people have already predicted that robots will take over and one on one human interaction will become a thing of the past, however, if we look at the landscape as a customer, which we all are, can you really visualise never needing to speak to a person to resolve all of your queries ever again? The answer is no, and that as much as customers and organisations want automation and self-service, there are points when only a human will do.
With that in mind, how do we retain the human touch and truly integrate digital into our service provision? There is a ﬁne balance between automation and making it impossible for one to one communication. The indicators are that it is a ﬁne balancing act that we as providers to customers need to master to ensure a seamless experience and ensure that customers keep coming back for more. As Consulting Director for Merchants, Sandra’s broad operational expertise combined with an analytical mind enables her to oﬀer unique insights and practical solutions to clients that need to optimise customer service to achieve their goals for growth. Since starting her career as a call centre agent 24 years ago, Sandra has held a wide range of operational customer management roles that include setting up and running contact centres for international clients around the globe. Leading a team of experienced consultants, she is responsible for consulting support and advice, sales and the delivery of high quality customer service management solutions that work in the real world. With over 20 years’ consulting and operational experience gained across a wide range of industries in the UK, Ireland, United States and South Africa, Sandra is passionate about customer service. Using a pragmatic approach, she is committed to showing businesses how they can beneﬁt from customer service excellence through credible best practice expertise, practical experience and operational insights.
Tesco Case Study: Serving Britain’s Shoppers a Little Better Every Day Helen Gales, Customer Service Director, Tesco An insight into how Tesco have reconnected and empowered colleagues through their Making Moments Matter programme to ‘Serve Britain’s shoppers a little better every day.’ Helen Gales has been the Customer Service Director for Tesco PLC since 2012 leading the service strategy. Prior to taking up this role, Helen joined the Tesco team in 1995 holding various management positions where she ran a number of convenience and large stores and then as a Store Director leading groups of Extra stores. Helen has been responsible for Tesco’s improvement in customer experience satisfaction, ensuring that each of the 2000 stores not only operates from a functional service aspect; such as not queuing at checkouts; but bringing the strategy to life by emotionally
connecting colleagues to customers. To do this, Helen was instrumental in the service culture change within the organisation. She created a programme that focussed on reshaping 6 key parts of the business with a brand new way of engaging colleagues. Helen’s strategy has evolved more recently, helping the wider business; Tesco Bank, Tesco Mobile, Call Centres, Dotcom; to truly provide a consistently helpful and friendly multi-channel experience.
ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 12:0012:20
Three Case Study: Offers and Rewards Reinvented Danny Dixon, Director of Customer Strategy and Base Marketing, Three UK Danny Dixon, Three’s Director of Customer Base, will share an exciting update on how Three will #makeitright in the area of Loyalty & Rewards by leveraging the powerful combination of their data, a strong brand, partner coalitions, and a great digital UX. He will share the insights that inspired the programme, the approach and how it was done, and also the importance of the ‘can do’ people culture when delivering a mass market product from high-level idea to useable customer product in less than one year. A senior telecoms industry leader, with 20 years of experience that covers strategy, marketing, commercial, customer service, operations and IT – working in the UK and EU. Passionate about my work; always professional and approachable. Driven by a desire to lead teams that can deliver lasting business change and positively inﬂuence the market, the company performance and the customer experience. Married, have 2 young sons, and live in Buckinghamshire (UK). Diverse interests outside of work that include cycling, reading and motor sport and keeping ﬁt. Completed the coasttocoast bike ride, the three peaks challenge (twice), the 365 a day pressup challenge. And in July 2008 I climbed Kilimanjaro (5895m) to raise a lot of money for Macmillian Nurses.
Conversational Messaging Will Change the Way You Engage With Customers Forever Mark Oppermann, EVP Sales & Marketing, Webio
Technology is leading the charge in bridging the gap, releasing business from the resource shackles that impede fast adoption. Hear how AI Agents are positively impacting customer engagement across all channels Messenger, WhatsApp, Telegram etc. by delivering highly personalised, interactive messages that offer superior customer experiences and outcomes for the business. In this fast paced environment, the winners will be those who embrace all that technology has to offer. With over 25 years’ experience, Mark has a wealth of experience in delivering transformational customer engagement solutions. His understanding of the key drivers of successful customer engagement strategies and outcomes based performance has helped businesses maximise the value of their customer communications. With this rich heritage to draw on, Mark has been instrumental in the development of the commercial strategy for Webio. Prior to Webio, Mark was Sales Director at VoiceSage, customer contact specialists. His background includes sales, marketing and general management at Pitney Bowes and managing director of Netcom which rose to become a market leader in its ﬁeld over just three years.
Customers are more demanding than ever. Their engagement expectations have increased exponentially which brands are struggling to deal with. The bridge between what customers want re engagement and the capabilities of business has never been wider and urgent action is required.
Richer Insights Smarter Decisions Faster Reactions
With Conﬁrmit’s Voice of the Customer solution you can:
Listen to the Voice of the Customer through a multi-channel solution Integrate that voice with existing data to generate powerful insights Take actions that deliver real and measurable business change
Learn more at conﬁrmit.com or call us at 44 (0)20 3053 9333 © 2016 Conﬁrmit. All rights reserved.
Other marks referenced herein are the property of their respective owne
HALL 3 12:4013:00
Making E-Retail Websites Truly Easy-To-Use: Applying Ease of Doing Business to Online Shopping Moira Clark, Professor of Strategic Marketing & Director of The Henley Centre for Customer Management, Henley Business School Our understanding of online shopping behaviour has received much attention, however less focus has been given to the formation of the customer experience (CE) that results from online shopper interactions with eretailers. This presentation outlines the relationship between antecedents and outcomes of online customer experience (OCE) within Internet shopping websites using an international research study. Speciﬁcally the presentation will focus on: Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also coauthor of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.
INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO Box Plus Network Case Study: Content for a Constantly Connected Consumer Matt Rennie, Managing Director, Box Plus Network • • •
Box Plus is the biggest music TV broadcaster in the UK serving up music and pop-culture content for a youth audience Technological and cultural changes are altering how audiences are consuming and engaging with content The way Box Plus is producing and delivering content is changing as a direct result in an attempt to keep pace with the rapidly changing consumption patterns of the key 16-24 demographic
Having worked in various roles across diﬀerent media sectors (music, radio, tv, online), I now run the largest music video network in the UK, The Box Plus Network. As Managing Director I oversee all facets of our market leading business (strategy, creative, commercial and operational) as well as sitting on the board and managing our two joint venture shareholders. Over the last few years we have increased market share (c. 50% of all music TV), doubled proﬁtability and set our strategic longterm plan developing in new growth areas for the business.
What’s Next? – The Really Big Stuff in Business Strategy Innovation Morris Pentel, Director, Customer Experience Foundation At the Customer Engagement Summit in 2013 Morris Pentel’s keynote speech ‘Bigger than the Internet’ talked about why Mobile & Social Media was changing the fundamental economic conditions that organisations would have to deal with – today we take those conditions for granted. He talked about the idea of Scan and Go which has been launch by Tescos and other retailers this year. Over the last 5 years he has successfully predicted some of the most signiﬁcant trends that impact business strategy today. From the rise of social mobile to the 30% reduction in UK Contact Centres he has been on the money every time. Now he’s back – In this session he will exclusively talk about the 5 disruptive innovations that he thinks will impact business strategy over the next 3 years. Find out What’s Next on your strategy agenda. A futurologist and designer of customer experience & customer contact strategy. A globally recognised professional public speaker and writer on the future of contact new technology & strategies running one of the most advanced business science organisations in the world. A leader in Customer Experience Design & Engineering delivering reduced cost and increased proﬁts together with improved process and experience to large organisations and governments around the world.
Trentbarton Case Study: Talking with our Customers – Whatever Next! Jeff Counsell, Managing Director, Trentbarton Following years of decline whilst in public ownership, the UK’s public transport system was privatised and deregulated in 1986. At this point, the management and employees at Trent Buses forged a buy-out of the Company to take it into private ownership and forward into the new, open, market. Just three years later a second company, Barton Buses, was purchased by the MBO. Today, these companies, operating across the East Midlands region and trading as trentbarton, are highly regarded in the UK transport sector for the quality of service provided and ﬁnancial performance.
Customer engagement together with an intense focus on customer service have been and continue to be at the heart of this transformation. My presentation will provide a case study of a bus companies approach to reversing consumer decline and achieving growth by listening to our users and using research based methods in identifying new markets and attracting new users. Entered the transport industry as an engineering apprentice in 1974. Career in passenger transport engineering progressed through a number of early supervisory and management appointments culminating in the appointment as Chief Engineer in Manchester in the early 1990’s. Personal development led to an MBA in 1995. Moved to the North East of England to take up the role as Engineering Director with North East Bus Ltd, (now Arriva North East) before moving to join trentbarton as Engineering Director in May 1999. In 2001 I took on the additional responsibility for the General Management Group’s Kinchbus business in Loughborough and two years’ later became Director of Service Delivery for all bus operations within trentbarton and Kinchbus. Appointed to the position as Managing Director for trentbarton & Kinchbus in March 2009. My enthusiasm and passion for our industry continues to grow. trentbarton is a customer focused, research led organisation with a passion for quality and service delivery and throughout my tenure as MD I have striven to maintain these principles above all else.
Coffee & Networking Break
CUSTOMER ENGAGEMENT IN RETAIL, PART TWO 15:3015:50
Kia Oval & American Express Community Stadium Case Study: The High Speed Customer Experience Nick Brice, L&D Partner, American Express Community Stadium In some retail environments, turning a transaction into a human interaction is a big challenge, given the operational time pressures, and often high staff turnover. Drawing on case study material from The Kia Oval and the American Express Community stadium, Nick will share some practical methods that have achieved measurable increases in revenue within minutes of being implemented. Nick is L&D Partner for the American Express Community Stadium – creating and leading a multiaward winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies! Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multinationals in San Francisco, Milan, Rome, Soﬁa. Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul.
Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel Customer Service Strategy Leigh Janson, Customer Service Manager, Figleaves Multi-channel customer service has long been an aspiration for contact centres however the practicalities of actually implementing this presents the biggest challenges. Join Figlevaes for this case study presentation where they will discuss: • • •
Leigh Janson has been with Figleaves for the last seven years as the Customer Service Manager and is responsible for managing over 10k customer contacts and increasing net promotor score. She has also held a variety of other positions prior to Figlevaes which included strategic management and IT lecturing.
Sofology Case Study: Co-Creating your Culture with Customers and Teams Alyson Fadil, People Director, Sofology Deﬁning your culture can be challenging, at Sofology we co created ours with the help of both our teams and our customers. Shaping our values and demonstrating our behaviours with our customers has enabled Sofology to enhance its brand and truly ensure our customers feel at home on a sofa they love. Alyson joined Sofology (formally CSL) in July 2012 as HR Director. Her role is responsible for leading its 1000 Sofologists through a transformational change programme that turns sofa retailing on its head. The transformation has included rebranding a wellestablished retail business twice, leading cultural change to a service centred proposition, recruiting a full executive team to assist with external investment and preparing the business to become an Omni channel retailer. Alyson is a Fellow member of the CIPD with an MA in Strategic HR management. Currently studying with the OCM for the Advanced Diploma in Professional Coach Mentoring. She started her HR career in 2005 as a Divisional Business Partner for Luminar Leisure, before moving onto Selfridges Ltd as a dual site Senior HR Manager. Her earlier career as a General Manager served her well to transit into a pragmatic, commercial HR professional. Alyson is a trustee for the charity Dancesyndrome which is an inclusive arts organisation that enables learning disabled individuals to access high quality leadership and development opportunities in order to be more active and visible citizens.
The challenges of managing disparate systems How to pick the right channels for your customers How to manage the transition from one channel through to multiple channels and the implications on agent management How to future proof your technology investment to accommodate new and emerging channels such as video
HALL 3 EMPLOYEE RECOGNITION, REWARD & RETENTION
Eau Palm Beach Resort Case Study: Values; The Secret Truth About Employee Engagement Simon Lewis, Owner, Eau Palm Beach Resort & Spa When a Ritz-Carlton in Palm Beach, Florida had to become an independent-minded newly-branded hotel, Simon and his team embarked on a journey to change and install a completely new set of values into a workforce once loyal to a different culture. Simon explains how values led leadership can transform your business, discussing what might happen if your employees become disengaged from your identity and revealing how they become your brand’s biggest asset when they become fully engaged employees. In this session you will learn: 1. 2. 3. 4. 5.
How to move your business from zero to hero less time than you imagine The missing ingredient most employers forget Strategies to guarantee training success How to manage and motivate staff to become an industry benchmark Why leadership accountability is your biggest challenge
Simon is an actively involved, handson business director, always in the midst of exciting new projects. Simon’s area of expertise is in global hospitality for LFH, the private family business behind River Island and a global real estate portfolio. Yet his key area of responsibility is in directing and consulting the creative people around him, sharing their success of failures by being a valuable critic of process in the commercial machine. Regularly challenging employees and colleagues beyond their normal comfort zones, Simon uses his relaxed manner to constantly stretch their knowledge, understanding and skills to boost performance and achievements. He combines 25 years experience in brand values, destination marketing and sales strategies associated with the travel, tourism and hospitality industries with his skills in Neuro Linguistic Programming to develop creative solutions which achieve consistently measurable often awardwinning results. In 2007 Simon Simon conceived, developed and opened a multiaward winning luxury Spa business in the US. In 2013 he was instrumental in creating and implementing a new cultural identity for one of the Group’s ﬂagship hotel properties, the 5 star Eau Palm Beach Resort in Florida.
The Connected Brand-Building Customer Experience from the Inside Out Louisa Moreton, Engagement Director, Instinctif Partners Employees hold the key to customer service. Trust not training powers differentiated customer experience and peer to peer advocacy is more trusted than advertising and marketing. How do you gain customer trust via your employees? First, you gain employee trust. How do you create a differentiated, authentic and memorable customer experience? By ﬁrst, creating the same for your employees. Hear how to take an employee-ﬁrst approach and join with HR and comms to deliver the customer experience you are aiming for, as well as case studies, hints and tips to accelerate this in your organisation. Louisa leads the EMEA consultancy team for Instinctif Partners’ Engagement Practice. Instinctif’s engagement clients include eBay, Thomson Reuters, Portsmouth University, Coach and Starwood Hotels and Resorts. Working across the customer and employee audiences, Instinctif helps its clients to develop compelling narratives and strategies that work from the insideout to ensure they become reality: people doing things because they want to. Louisa has worked for 16 years in employee engagement and employer branding across automotive, FMCG, travel, oil & gas, banking, retail and the public sector and has worked within Omnicom, Publicis and the UK Government. During her career she has led on employer brand and employee engagement for a wide range of companies including Unilever, Volvo Group, GSK, British Airways, NHS Blood and Transplant and Standard Life Investments.
HALL 3 17:1017:30
ESI Media Case Study: We are Human (Resources) Kannan Ganga, Group HR Director, ESI Media How to win hearts and minds when doing collective redundancies. Set within the context of the Independent during 2016 when the Independent became the ﬁrst UK news publisher to switched to a digital only offering. I’m an experienced HR executive working in the UK, but with broad international experience. I’ve led fast moving, organisations as well as those undergoing signiﬁcant transformation and change, including both mergers and acquisitions and divestment. Throughout my career I’ve delivered on both a strategic and operational level and had the opportunity to work in both specialist and generalist roles, My career has included time working in media and business services all in times of signiﬁcant change. This has built my expertise in compensation and beneﬁts, organisational development, talent management, strategic resourcing and employee relations. I’ve partnered with a range of CEOs and board colleagues and contributed to the broader business leadership and strategy. I like to innovate and ﬁnd creative, commercial solutions to business issues.
Chair’s Summary Andrew McMillan, Principal, Engaging Service Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and over the next eighteen years led a number of selling teams in diﬀerent branches. He next moved to the head oﬃce to take charge of the department stores’ customercentric Intelligence Team. Andrew was then asked to lead on customer service for the department store division. Over the next eight years the role saw him develop JLP’s marketleading culture and attitude towards customer service and sales. That customer driven culture is something that has now become synonymous with the John Lewis brand and during his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer oriented organisation.
Drinks & Networking Party with Comedian Alun Cochrane Sponsored By Rant & Rave, introduced by Yiannis Maos HALL 3
HALL CHAIR: Cathy Brown, Executive Director, Engage For Success
CUSTOMER & EMPLOYEE ENGAGEMENT 11:0011:20
Europe’s Changing Customer Experience Environment: 10 Illuminating Insights from a Multi-Country Study Ian Mcvey, Head of Enterprise Sales, Northern Europe, Qualtrics and Steve Hurst, Editorial Director, Engage Business Media What do European customers need and expect in today’s hyper competitive business environment? The insights we gained from customer research conducted by Engage Business Media and Qualtrics, for our European multicountry study will likely substantiate some of your existing beliefs about CX. However it will also illuminate a changing CX environment, brought on by the growth of new communication channels and business models. For example, you may be surprised at how quickly customers age 22 or younger expect to be contacted after they’ve provided feedback, or the portion of customers that wouldn’t blink an eye at the notion of working entirely with robot service agents (as long as the service met their expectations.) There’s no question that technology and customer expectations are evolving together, and during this presentation, Ian McVey of Qualtrics will dive into these insights and suggest ways that you can use the highlighted insights and technology to ensure that your customer experience isn’t lagging behind that of your competition. Ian McVey leads Quatrics’ enterprise team for Northern Europe. He set up the company’s London oﬃce in June 2015 and is responsible for driving go to market and sales strategies for Qualtrics in EMEA. Previously, Ian was Director of Marketing and Business Development, Enterprise and Systems Integrator Segment at Interxion. His responsibilities included developing and driving Interxion’s gotomarket proposition for the enterprise and systems integrator segments, including all aspects of sales and marketing. Ian has over 15 years of industry experience in a variety of strategy, sales and marketing roles at Microsoft, Cable & Wireless and LEK Consulting. Before joining Interxion in 2011 he was Director of Sales and Business Development for the Microsoft Practice at CSC. He holds an MBA from London Business School and a Masters in Engineering from the University of Oxford.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both oﬄine and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Steve is widely recognised as one of the world’s leading journalistic authorities in the ﬁelds of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.
Customer Surveys – WTF! Jamie Thorpe, Commercial Director, Grass Roots So you think you know your customers…you send them a survey and they tell you what they really think – right? You base business decisions on the results and measures like NPS which are sound, aren’t they? Well That’s Fantastic (WTF)…until you hear what customers really think about you, your surveys and how you use their data (or not). We will be revealing some real eye openers based on brand new research with a twist. Guaranteed to make you think twice, including how your customers are lying to you about NPS it’s fascinating insight – not to be missed! Jamie has spent over 22 years in the ﬁeld of Customer Experience (CX) helping brands connect with their customers. In addition to CX, his expertise in performance improvement enables him to help drive engagement through action embracing CRM, comms, loyalty, reward and employee engagement techniques. He is a regular speaker on CX and is engaged in the industry with MRS, ESOMAR and MSPA memberships.
HALL 4 11:4012:00
Barclays Case Study: Digital Inclusion and Empowerment – The Truth Behind the Digital Eagles Story Dave Shepherd, Director of Digital Eagles and Eagle Labs, Barclays Energetic in his delivery and passionate in his subject matter, Dave will give you the insight on the Barclays Digital Eagles, how it began and why it became the biggest people movement the Bank has ever seen. • •
How Barclays is delivering on its ambition in this Digital Revolution to Leave No One Behind Give you the inside track on Eagle Labs and how they will be a physical presence joining our communities together
The Inside-Out colleague approach to customer-centricity As director of Eagle Labs & Digital Eagles for Barclays Bank I have the great privilege of looking after our 17,000 Barclays Digital Eagles. I have operational and implementation responsibility for the delivery of the Barclays Eagles Labs programme nationally, we currently have 3 Labs situated in Bournemouth, Cambridge & Brighton with Birmingham, Bristol, Manchester, Oxford and Reading coming in the next 3 months. Barclays Eagle Labs provides maker space facilities, oﬃce & desk rental as well as business incubation for start ups and high growth entrepreneurs. Our Eagle Labs are built in coordination and consultation with the local community. I am also Chairman of the London Digital Security Centre, a not for proﬁt company who have a goal to protect and inform SME’s across London from Cyber Security and Online Fraud. Our Mission: “To Be The Most Digitally Savvy Workforce in UK Retail”
FUTURE OF THE CONTACT CENTRE Guest Chair Peter Ryan, Principal, Ryan Strategic Advisory Peter Ryan has been at the forefront of contact centre services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector. Over the course of his career, he has advised contact centre outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning. Peter Ryan’s expertise in outsourcing has been recognised multiple times. He was awarded callcentrehelper.com’s prestigious Best Respected Contact Centre Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 inﬂuencers listings, which identiﬁed the most important outsourcing executives in the Western Hemisphere.
Bt Case Study: Engaging For Change Sarah Davies, Principal, Internal Communications, BT Consumer BT Consumer is on a complex journey to transform customer experience. Sarah is currently leading an innovative internal communication programme across the UK to support this change and it’s creating real energy and focus across their 23 contact centres. She will share her approach and ways in which the programme has really connected with their most important audience, the frontline. A global Internal Communications professional with over 15 years’ experience across consumer, IT and ﬁnancial services organisations. Sarah specialises in leading complex internal communication programmes including M&A activity and large scale transformation programmes.
WALK A A MILE IN THEIR SHOES SO YOU THINK YOU KNOW YOUR CUSTOMERS? You o send them a survey and they tell you what they really think - right? Yoou base business decisions on the results and measures like NPS which are sound, aren't they? MA AY YBE YOU SHOULD TA AKE A CLOSER LOOK... Especially when you've heard more about what customers really think about you, your surveys and how you use their data (or even, how you don't). We've got some real eye-openers to share with you, based on brand new research - and guaranteed to make you think twice (especially a little gem relating to NPS). Not to be missed!
Come and reflect on this whilst you have your picture taken by our selfie mirror on Stand 1 or hear more about this in the Employee and Customer Engagement Session (Hall 4, 11.20am) and let us reveal all! Jamie Thorpe +44 1296 739983 / +44 7872 830032 WWW.GRASSROOTSGROUP P..COM
HALL 4 12:2012:40
Future Of The Contact Centre – “It’s All About The Journey” Russell Attwood, Business Development Director, Unify Communications The way consumers choose to engage with their suppliers is ever changing, expectations are sky high and the tolerance threshold for poor service is wafer thin… The key challenge the Contact Centre Industry faces is “How does it meet those expectations?”, whilst Contact Centre UK has a skilled & motivated workforce, the question is, does it have the “tools to do the job?”. Invariably the answer to the question is “we need a transformation project”, but wholesale change isn’t feasible or practical for many organisations and so the transformation journey begins. Customer Experience in 2025 will undoubtedly feel very different to how it does today, so how do you get there, what steps need to take place and in what order. Clearly technology will play its part and in many cases the technology landscape will need to change to support you on your journey. My presentation will give real life examples of organisations delivering an engaging customer experience today and with a roadmap to ensure they keep ahead of consumer demands. Russell is a contact centre industry veteran. He founded his former company, Call Centre Technology (CCT), in 1997 to oﬀer technology transformation as the world of the call centre transitioned into the contact centres we recognise today. Capita recognised the expertise represented by CCT’s 200 employees and acquired the company in 2011 to form a foundation stone of Capita IT Services. Refreshed and energised after a short break, Russell launched Unify Communications in 2013. He identiﬁed the emergence of cloudbased technologies (SaaS) and the innovations such software products bring to the contact centre in order to transform customer experience for all organisations, not just the larger brands. As the CEO of Unify Communications, he guides his experienced team on CX transformation projects for organisations both nationally and internationally. Russell is passionate about customer engagement, and enjoys providing his customers with industryleading innovation & support throughout their journey.
Geoffrey Insurance Case Study Paul Baxter, Head of Direct, Geoffrey Insurance What happens when a large proportion of customers have little contact with you? How can you engage with these people who transact on line? Paul will outline the solution Geoffrey Insurance came up with using personalised videos. Paul Baxter, Head of Direct Geoﬀrey Insurance, has a proven track record in online motor insurance, with over 20 years in the insurance market. He joined Geoﬀrey Insurance from Renaissance Insurance in Russia, where he was Vice President for Motor Insurance. Paul has extensive knowledge of the insurance industry and his previous roles include Head of Motor for Direct Line, Commercial Director at Tesco Compare and as Head of Insurance for Tesco Personal Finance.
CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO Disney, Premier Inn and Burberry Case Studies: Customer Excellence is the External Manifestation of Internal Alignment Dr. Simon Moore, Chartered Business And Consumer Psychologist, Innovationbubble A practical and transferable methodology for achieving customer excellence by aligning internal and external customers. Customers have hundreds of ﬂeeting interactions with your company, and brands that succeed, like Disney and Apple, focus on uncovering and delivering on the emotional needs of customers, as well as performing functionally. But, in increasingly complex organisations, it is vital to create consistency, but at the same time empower employees to be spontaneous, ﬂexible and personalised. We will use examples from companies like Disney, Premier Inn and Burberry to illustrate how giving employees freedom within a framework can be one of the most powerful weapons to deploy in the competition for customer experience. Dr. Simon Moore is a Chartered Business and Consumer Psychologist and partner with the award winning psychological insight and behaviour change consultancy, Innovationbubble. Simon and his team help wellknown global brands uncover the practical psychological inﬂuences on engagement, purchase, trust and loyalty. Simon is an author and regularly presents at international conferences on the psychology and behaviour of customer experience. He is an advisor to the UK and US governments, and frequently appears on the TV and radio and in the press discussing consumer psychology and behavioural intervention.
CONFERENCE PROGRAMME 14:2014:40
Humanising Customer Engagement in a Digital World Rachel Lane, Director of Customer Analytics, EMEA, Verint Rachel Lane will present Verint’s latest research ﬁndings on consumer preferences and expectations around digital and traditional customer engagement. This research, in association with Opinium Research LLP, was commissioned by Verint and 24,000 consumers from across 12 countries worldwide were interviewed. Join Rachel in this session to ﬁnd out which channels and methods of contact matter to consumers today and how to humanise your customer engagement regardless of channel. Rachel is an expert in customer analytics. She has over 10 years’ experience working within customer engagement technology and consulting on large scale Customer Experience projects across many vertical sectors. Rachel not only understands Customer Analytics technology but also the underlying methodology and best practices to make a project a success.
Sureﬂap Case Study: Providing Purr-Fect Service in the Connected World Sarah Metcalfe, Head of Customer Service, Sureﬂap As the leading provider of intelligent pet products, customer service has been a major focus for SureFlap since day one. Founded in 2008 and now sell in over 20 countries worldwide. The company pride themselves on having a great product backed up by amazing customer service. Sarah will share how SureFlap have managed their customer service utilising the newest technologies, and achieved their NPS score of 96% and above for 6 consecutive years. Sarah will provide easy tips on how to provide outstanding customer service, as well as how the business will be evolving in the future and share her strategy for supporting their new connected suite of products. Sarah is passionate about employee happiness in the workplace and will discuss the positive impact this has on the customer experience. Sarah joined SureFlap six years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multilingual team who deliver outstanding customer service and happiness to all SureFlap customers around the world. Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, SureFlap now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months. Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zappos and Happy Ltd, she wants to share her experience and the success of SureFlap with others including her strategy for supporting SureFlap’s new connected suite of pet products within the Future of Intelligent Pet Care.
Coffee & Networking Break
LEARNING & DEVELOPMENT 15:3015:50
Innovative Approaches to Engagement: Today’s Leaders and Future Generations Nick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP Where does engagement come from, and how can technology be used to drive engagement? In this session Nick will propose a model for employee engagement and suggest some practical steps that can be taken to build engagement, in innovative ways. Nick started his career as a psychology lecturer, developing an interest in technology which brought him into the world of corporate learning. Before joining BP in December 2010 as Director, Online & Informal Learning Nick worked for the BBC where he was also responsible for online & informal learning. Together with his team he is responsible for publication of the Learning Design Toolkit, The Aﬀective Context Model and the Learning Field Guide. He speaks regularly on topics including the future of learning, culture change, social media and learning innovation. He blogs sporadically at aconventional.com, and dreams of a time when working in learning will be a real job.
HALL 4 15:5016:10
Getting The Balance Between User Experience and Customer Experience Right Adam Charlesworth, Leadership Consultant & Educator There are no hard and fast rules that dictate how companies go about building world-class customer engagement nowadays. Some ﬁrms have invested in tech-heavy solutions that put power in the hands of a new generation of users, betting on the appeal of the user experience. Others have become recognised leaders in delivering excellence through the contact points that deﬁne high-touch customer experience. The great news is that there’s no need for trade-off between these two approaches – both are valid, both deliver great results when done properly by the best in the business. What is tricky for any organisation is getting the balance between user experience and customer experience right and keeping the customer engagement proposition fresh and compelling. To help meet this challenge, the Académie du Service has developed a model that adds a third critical component to the UX/CX mix. We believe this extra lever could be the silver bullet for those companies wanting to take their customer engagement performance to the next level. Adam Charlesworth is a leadership consultant and educator who for more than ﬁfteen years has been helping managers at all levels across a wide range of industries think more clearly and creatively about their service culture, their client orientation and what their organisations, their teams, and most importantly, their customers, really want from them. A longtime collaborator with the Academie du Service here in the UK and throughout the world, Adam has also built, developed and led Corporate Universities and leadership development initiatives for bluechip companies in Europe, the Americas and Asia.
Winning Attitudes: What Does it Take to be Successful? Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower Zircon Management Consulting have interviewed 42 high ﬂying CEO’s, Entrepreneurs, Media Personalities and Olympians, such a Sir Clive Woodward, Jacqueline Gold CBE and Mark Foster, to identify the critical ingredients for achieving unprecedented success. They discovered that it is more than luck or intelligence; it is about having a Winning Attitude. Dr Amanda Potter and Goldie Sayers, Javelin Olympian, invite you to explore the 10 characteristics that make up a Winning Attitude, such as Burning Ambition and Unwavering Belief, bringing them to life with key insights from the experiences of the interviewees. The session will also present how you can identify the winners within your team and organisation to ensure employee engagement and improve customer experience. Amanda is a Chartered Occupational Psychologist with over 20 years’ experience in Talent Management and Engagement. Amanda is an Associate Fellow of the Division of Occupational Psychology within the British Psychological Society (BPS) and is both a Chartered Scientist and a Chartered Occupational Psychologist. Amanda has international experience working at board level and has been involved with talent system design and implementation since 1993.
THE EVOLUTION OF CX SERVICE DESIGN 16:3016:50
Case Studies from Virgin, Fidelity and Bupa: When (And When Not) to Use Customer Experience Design Sean Risebrow, Director of Customer Experience, Bupa Great companies get the experience right by design and not by luck. But the secret to success isn’t in the development of great blueprints. The value to the customer, and the value to the business, comes when the designed experience is delivered consistently by the organisation for customers. So the session will focus on when (and when not!) to use customer experience design and how to ensure its adopted so that organisations really do make a difference in the daily lives of employees and customers.
Threetime Olympian, World and European Championship ﬁnalist and 11 time UK Champion, Goldie dominates her event and is one of athletics’ most popular ambassadors. In Athens in 2004 she was the youngest member of Team GB. In Beijing in 2008 she ﬁnished fourth, missing a podium place by just 38cm. In the runup to the London Olympics she conﬁrmed her position as a medal prospect when she broke her own British record at the Crystal Palace Grand Prix with an opening throw of 66.17m which put her in world leader position just three weeks before the start of the London Games. But elation turned to agony as an elbow injury, sustained during the Crystal Palace competition, destroyed her chance of reaching the 2012 Olympic ﬁnal.
As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Diﬀerentiate and Delight. Sean worked for Fidelity Worldwide Investment in February 2014, and in January of 2015 joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director of Customer Experience.
Donor Experience Case Study: Using Disruption to Change the Behaviour of a Whole Industry Richard Spencer, Director for the Commission, Donor Experience Have you ever crossed the street to avoid a charity fundraiser? Over the last year or so, there has been a number of news stories portraying charities as greedy and inefﬁcient. Much of the focus has been on aggressive or hard-sell fundraising techniques. These practices have emerged from charities struggling to meet the growing needs of a wide range of social and environmental crises. The current model is unsustainable and could result in a set of blunt regulatory interventions that frankly just make things worse. The Commission on the Donor Experience believes there is a different way and is building a movement of the enlightened and/or experienced to re-write together a new approach to charity supporter engagement. The goal is to transform fundraising, to change the culture to a supporter-based approach to raising money. Richard Spencer is director for the Commission on the Donor Experience and has held leadership roles in fundraising since 2003. He is passionate about and believes in the power of social capital to bring about change – through action and fundraising. He has worked in this space with a number of charities to bring supporters and their needs to the centre of thinking. He has been a trustee at Raleigh International, nonexec director (fundraising) for Goalball UK and was head of supporter development at the RSPB for over ten years.
Chair’s Summary Cathy Brown, Executive Director, Engage For Success
Currently the Director for Engage for Success, Cathy has wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, she recognises the importance of values, good management, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day. As a long time public speaker & spokesperson for Engage for Success, Cathy engages and energises audiences around business change, leadership and innovation. She passionately believes that helping people ﬁnd a better way to work can make a big diﬀerence to people’s lives, their organisations and ultimately to the country
Drinks & Networking Party with Comedian Alun Cochrane Sponsored By Rant & Rave, introduced by Yiannis Maos
Improve your customers’ c experiennce with digittal & mobile chat
IMIchat is a web-based cloud application n that enables contact centre agents to serve and a
• 100% Faster daily case resolution rates r • 75%
Cost-saving through messag ging
engage with customers through their preferr efferred mobile and digital channels, including SMS,
Facebook Messenger, Email, Twitter w and more
Lower inbound call volumes
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Ask us about our NEW Digital Contact Centre white paper to receive a free copy y. Meet IMImobile at Stand 4 at the Customer Engagement Summit
Your o event con ntact Darren Gracie Business Development Director 0)7415 115 824 Mobile Number: +44 (0 Email: firstname.lastname@example.org www.imimobile.com
Implementing a Voice of Customer Programme to Match Your Business Objectives
BOOK NOW Thierry Aubert MediaTech Solutions
JOIN THE GROUP AND DISCUSS.. Proven methodology and lessons learnt from 50+ implementations. •
Structuring your VoC-related business objectives
Identifying the operational levers to be activated to reach them - Designing the most suitable VoC programme: - The survey approach: targets and volumes, media, questionnaires and indicators - How customer feedback should be communicated throughout the organization - How customer feedback should lead to actual CX improvements and further customer engagements
Key implementation success factors - How to get fast results? - How to ensure sustainable value creation?
These focus groups will be held at: SESSION ONE
11.00 - 12.00
14.00 - 15.00
If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a ﬁrst come ﬁrst serve basis and we advise you to book early as places are very limited.
Customer Journeys, Loyalty and Neuroscience
JOIN THE GROUP AND DISCUSS.. Neuroscience has increased our awareness and understanding of a state called cognitive overwhelm. Today we are bombarded with a huge amount of ‘data’ every second. There is no way anyone can process all of this. The more that is required from us to do something, the less we are likely to engage.
So, how can you optimise customer engagement in this new world of cognitive overwhelm? What channels seem more appropriate in different everyday situations and for different market segments? In this session, we will be presenting our new 2016 primary research on customer channels of choice followed by the latest results in our loyalty programme case study with Vodafone. Join the discussion to discover the steps you need to put in place to make this a reality, by working with experts in this ﬁeld you can shine the spotlight of attention on the things that strengthen your brand and customer engagement. These focus groups will be held at: 11.00 - 12.00
14.00 - 15.00
If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a ﬁrst come ﬁrst serve basis and we advise you to book early as places are very limited.
Big Data — The Case for Customer Experience
BOOK NOW Andrew Smith
JOIN THE GROUP AND DISCUSS.. Proven methodology and lessons learnt from 50+ implementations. Come and discuss how organisations are striving to gain a better understanding of their customers, to provide an excellent customer journey, build brand loyalty, and remain competitive. Feedback is fuel to evolving the customer experience (CX). But as those volumes swing between declining structured feedback and increasing unstructured social commentary, there is a an overwhelming pressure to utilise the vast amounts of customer data held across all business units. Harness big data and federate it into effective CX programmes and your organisation also moves to precise predictive modelling, understanding customers’ wishes, before they are even aware of it.
These focus groups will be held at: SESSION ONE
11.00 - 12.00
14.00 - 15.00
If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a ﬁrst come ﬁrst serve basis and we advise you to book early as places are very limited.
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PLATINUM Conﬁrmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Conﬁrmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. t: f: e:
+44 (0) 20 3053 9333 +44 (0) 20 3053 9334 info@conﬁrmit.com
Blue Fin Building, 110 Southwark Street, London SE1 0SU, UK
Intelecom is a leading provider of contact management solutions. With nearly 20 years’ experience, Intelecom was one of the ﬁrst to develop a cloud-based contact centre. Highly ﬂexible and scalable, Intelecom can be adapted to accommodate thousands of agents using any device, in any location and integrates with multiple applications seamlessly. Intelecom is one of the few contact centre solutions that is completely multi-channel. Intelecom agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application. t: e: e:
+44 (0) 333 300 0066 Colin.Hay@intele.com Oda.email@example.com
Interactive Intelligence provides software and cloud services for customer engagement, uniﬁed communications and collaboration software to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry ﬁrsts, 100-plus patent applications and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organisations an alternative to unproven solutions from start-ups and inﬂexible solutions from legacy vendors. The company headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. Melissa Cowdry t: 01753 418800 e: Melissa.firstname.lastname@example.org w: www.inin.com/uk
Qualtrics is a rapidly growing software-as-a-service company and the leader in experience management. In Europe, more than 1,000 enterprises rely on Qualtrics technology, alongside half of Europe’s top universities. Globally, more than 8,500 enterprises worldwide, including two-thirds of the Fortune 100 and 99 of the top 100 business schools, count on Qualtrics. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit qualtrics.com For more information: Ian McVey, Head of Enterprise for Northern Europe t: +44 203 808 3310 e: email@example.com w: www.qualtrics.com
We believe there is a more innovative way for people to ﬁnd good help. Transversal is the pioneer in cognitive knowledge solutions and we are changing the way businesses connect people with knowledge. Our passion is to transform the way people ﬁnd, consume and share what they know. Transversal’s products connect people with the knowledge they need to make a difference with their customers, across every channel and through every interaction. Empowering the customer journey with knowledge ensures you are delivering those exceptional experiences and unforgettable customer service that make you stand out from the crowd. t +44 1223 488700
FUTURE OF THE CONTACT CENTRE
23 FEBRUARY 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.
Linking VOE to VOC Artiﬁcial Intelligence & Robotics in the contact centre Big Data, Customer Insight and Analytics CX Innovation and Transformation The Rise of Cloud Technology Omnichannel Customer Engagement Evolution of Homeworking Chatbots, Webchat and Virtual Assistants CX Service Design in the Contact Centre Future for Contact Centre Outsourcing People Engagement and Recruitment
£1495 +VAT £299
2 SEMINAR HALLS ROUNDTABLES 10 TOPIC STREAMS 30 PRESENTATIONS NETWORKING DRINKS PARTY CPD ACCREDITED EVENT
Unify Communications specialise in delivering next generation contact centre solutions. We work with organisations across the UK & internationally to transform their contact centres, through the replacement or enhancement of their existing contact centre technology using best of breed providers. Whether you are looking to implement an omni-channel soulution, lower your “cost to serve” or increase your contact centre performance, we can help. As a trusted partner, Unify can support you on the transformation journey, working with you to understand your business and the current technical landscape and then mapping out a “transformation journey” which meets your own business goals and ﬁnancial objectives. Russell Attwood t: 03330 110 400 e: firstname.lastname@example.org w: www.unifyus.com
Verint® is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries — including over 80 percent of the Fortune 100 — count on intelligence from Verint solutions to make more informed, effective and timely decisions. Verint Customer Analytics, Engagement Management and Workforce Optimisation solutions help organisations know, empower, and connect with customers and employees. Discover how our solutions can help your organisation to increase customer loyalty and engagement, enhance revenue, and better manage operational costs and risks. t: 01932 839500 e: info@email@example.com w: www.verint.com
Intelligent Customer Engagement Made Easy Webio’s intelligent customer engagement platform allows brands to effectively engage with their customers. Using the power of artiﬁcial intelligence to streamline and blend inbound and outbound customer engagement across new and existing channels – WhatsApp, Messenger, Telegram, SMS, E-mail etc., Webio AI Agents work alongside live agents to assist them in making decisive and effective outcomes based customer responses. Why Talk to Us Customers’ engagement expectations have increased exponentially and business is struggling to adapt. With Webio’s conversational interface, AI Agents and our experience in customer communications, adapting to this change couldn’t be easier. Let Webio will help you achieve the business outcomes you need and the experience your customers’ want. t: +44 (0) 203 355 9718 e: firstname.lastname@example.org w: www.webio.com
GOLD Academie du Service UK is the English subsidiary of Académie du Service, the consulting and training ﬁrm recognized as market leader in France and pioneer internationally in service culture, employee engagement and customer satisfaction. With more than 250 prestigious clients across various industries worldwide, London has been chosen to be the ﬁrst subsidiary of their international expansion. Their expertise includes: • Design the customer and employee experience • Train managers, in-house trainers, and associates to embody the appropriate attitudes to get customer satisfaction • Measure, communicate, and reinforce service culture in the company to succeed in the long-term t: 0033 (0) 6 19 99 42 21 e: Claire.email@example.com w: www. academieduservice.co.uk
Cyara was founded in 2006 with a mission: gather the best expertise in the industry to reinvent customer service. Today, Cyara has fulﬁlled that promise, as market-¬leading provider of an omnichannel discovery, testing and monitoring SaaS platform. Over 150 employees around the globe help the world’s most elite companies use Cyara’s platform to accelerate the delivery of seamless and frustration¬-free customer experiences across every channel. Thanks to Cyara, organizations with combined revenues of over $3 trillion deliver billions of ﬂawless customer interactions every day. Cyara was named a Gartner Cool Vendor in CRM Customer Service and Customer Support in 2015. Chris Limm Sales Director UK & Ireland t: 07798 694767 e: firstname.lastname@example.org
The Foundation provides expert advice, training, accreditation and builds the next generation organisational models & tools. Provides Design, Consulting, Workshops and Training for over 7,500 large global customers since 2008 Isobel Rogers, Director of Customer Engagement Customer Experience Foundation t: +44 (0) 207 993 8893 m: 07771 717281 e: email@example.com w: www.cxfo.org
Grass Roots is a Customer and Employee Engagement specialist connecting brands with people. Our products and services are based on the fundamental principles of Performance Improvement (Communication, Education, Measurement and Reward) to drive acquisition, retention, advocacy and business growth. We've been in business for over 35 years and tick all the right boxes when it comes to technology, process, systems and support. All over the world, we're inspiring people! Take a look at our website or give us a call to ﬁnd out more. Jamie Thorpe, Commercial Director t: +44 1296 739983 w: www.grassrootsgroup.com
We work with our clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward. So, whatever type of business you are leading, whether you need customer, employee, stakeholder, or brand engagement, we will help you bring your customers and employees with you on your journey. From crafting your communication strategy to telling your corporate story or building customer campaigns, we enable the behavioural change to create growth that helps you adapt to an ever-changing business environment. Working with businesses across all sectors – from global brands to regional start-ups – we thrive on getting to know each of our clients. We know that the key to our success – is yours. Sarah Harrison t: 0207 457 2020 e: firstname.lastname@example.org
IMImobile enables organisations of all sizes and sectors to maximise the potential of mobile technologies to improve customer engagement. We believe that mobile will sit at the heart of customer engagement strategies for years to come. By removing the barriers and complexities to create and deploy mobileled customer engagement solutions as part of a multi-channel framework, we provide software and services that helps organisations to improve customer experience, simplify business processes and enhance operational efﬁciency. Our products and solutions built upon the IMIcloud act as an intelligent layer between existing IT systems and business processes to create,manage and launch services across mobile, digital and social communication channels. Organisations that trust us to deliver smarter customer engagement include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom, Centrica, Universal Music, Tata, the AA, the BBC and major ﬁnancial institutions. IMImobile is headquartered in London with ofﬁces in Hyderabad, Atlanta and Dubai and has 700 employees worldwide. IMImobile is quoted on the London Stock Exchangeís AIM market with the TIDM code IMO. Darren Gracie, Business Development Director e: email@example.com m: +44 (0)7415 115 824
MISSION N: 100% COM MMITMENT TO SERVICE CULT TURE
DISCOVER OUR SERVICE CULT CUL TURE BAROMET TER A unique tool measurin ng the correlation between n employee and customer engagem ment Request a copy of our stu udy “The UK & Services” via our we ebsite
firstname.lastname@example.org www.academieduservice.com/ /en e @AcademieService Academie du Service UK
Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors. We think, design and deliver integrated customer experiences. Follow us on Twitter @CCMerchBPO and LinkedIn w: www.merchants.co.za
What We Do For The World Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates. What Makes Us Different Here at Rant & Rave we like to do things a little differently – from offering you the total package with our Rant & Rave Platform, to working in realtime and getting hands on with our technology. So we’re always on the lookout for like-minded brands that aren’t afraid to think outside the box and want to offer their customers a truly exceptional experience. Intrigued? Take a look at our Raving Difference to ﬁnd out why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!). e: email@example.com w: www.rantandrave.com
Teleperformance is the worldwide leader in outsourced multichannel customer experience management with around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands 2014”. We help brands develop and evolve their customer experience strategies whatever the channel used to help clients optimise the value of their customer relationships at every stage of the customer lifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people, regardless of channel or device - to help them achieve their desired outcomes. Our business succeeds through our greatest asset - our people, to help brands succeed in theirs. William Carson, Head of Market Engagement t: 07967 698 709 e: firstname.lastname@example.org
SILVER mGage offers a mobile engagement tool enabling businesses to communicate on a personal level with customers across multiple channels. As global mobile engagement specialists, mGage harnesses SMS, voice, push, social channels and a multitude of messaging apps, to build relationships with their valued customers. With over 15 years of CRM experience, mGage expertly uses cloud-based SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally. Contact details: Michael Braybrook, Head of Business Development, UK t: 020 7633 5000 e: sales@mGage.com w: www.mGage.com
MaritzCX started with the simple idea that businesses need more than scores and reports to meet their customer experience (CX) challenges in the 21st century – and that idea drove us to combine the deep expertise of a proven research leader with the speed and innovation of a modern tech startup. The result is a faster, smarter approach to CX that gives businesses the power to see, sense, and act on the experiences of every individual customer – across every touchpoint-live.
Real-time Feedback Management is an indispensable tool to manage the customer experience. Instant eXperience® drives users to maximize customer value and satisfaction, manage resources and optimize processes by implementing and industrializing a real-time customer feedback management solution. Russel Smart e: email@example.com m: +44 (0) 7598760176 Thierry Aubert e: firstname.lastname@example.org t: +33 (0) 1 77 37 18 64 Kevin Leonce e: Kleonce@mediatech-solutions.com t: +44 (0) 203 239 8060 m: +44 (0) 782 516 4865
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. t: e:
0845 260 6886 email@example.com
Customers are extremely important. If it is difﬁcult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why shaping customer interaction by delivering a unique customer experience at every customer touchpoint is a key part of running a successful business. From its global network of 25 sites and Building on Bosch’s reputation for high standards and excellent service; Bosch Service Solutions design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investments. Jackie Chapman, Head of Business Development e: Jacqueline.Chapman@uk.bosch.com t: 07971 069 497 w: www.boschservicesolutions.com
Comarch is a global powerhouse specialized in the design, implementation and integration of advanced IT and software. • • • •
Almost 23 years of industry experience Polish capital – headquarters located in Krakow References from across the world 5000 ﬁrst-class professionals (programmers, computer scientists and economists), graduates from the best Polish and foreign universities • Own R&D department made up of high-end IT engineers • High ranking IT analyst ratings: DiS, Gartner, IDC, Trufﬂe 100 • Custom Data Centers in Poland and Germany for the provision of services in many models, including SaaS and Managed Services t: 0207 4678 700 w: www.comarch.co.uk
BRONZE Using text analytics, Feedback Ferret transforms customer feedback comments into actionable insight. We make it easy for you to improve customer experience: • We consolidate all your Voice of Customer feedback comments from any source into a single analysis and reporting platform. • We automatically transform the customer comments into easy-tounderstand, actionable insight using our sophisticated text analysis engine. • We deliver the RIGHT information to the RIGHT people in the RIGHT format at the RIGHT time, so they can take action to improve customer experience and ﬁnancial performance. Feedback Ferret has ofﬁces in UK, USA, South Africa and Poland. Sonia Sparkes t: 01628 681088 or 07900 900584 e: Sonia.firstname.lastname@example.org w: www.feedbackferret.com
Investor in Customers (IIC)is dedicated to building better businesses. They work with clients to help them identify how to improve and develop one of the key drivers in any business: the customer experience. IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking. Sharon Clapp, Head of Customer Experience e: Sharon.email@example.com t: 07467 956343 Tony Barritt, Managing Director e: firstname.lastname@example.org t: 07805 440520
ServiceTick is an enterprise-level solution for gathering real-time, multi-channel ‘Voice of the Customer’ feedback. We specialise in posttransactional IVR, SMS, web and email surveys that produce measurable return on investment for many of Britain’s leading businesses. Our clients use ServiceTick to: gather objective feedback metrics that are used to manage and reward call agent performance; track and benchmark KPIs such as Customer Effort, NPS and Customer Satisfaction across the customer journey in order to improve the customer experience; re-engage in real time with disenchanted customers to improve brand advocacy and reduce complaints; fulﬁl regulatory and compliance obligations; and enhance brand and product propositions.
Wizu is a chat bot that gathers NPS and customer satisfaction feedback. Identify problems early or promote social sharing from your customers and improve the overall customer experience compared to traditional online surveys. Because everybody like to chat and nobody likes being surveyed. Simon Neve, CEO & Founder e: email@example.com w: wizu.com
LivingLens is a Software as a Service provider that puts the customer at the heart of decision making by leveraging the power of video. Putting the customer just one click away, LivingLens is redeﬁning how you can get closer to your customers’ emotions and behaviours through video. The technology enables you to better understand your customers by seeing and hearing them to enrich NPS and Customer Experience programs to understand why they feel the way they do about your brand/service. The technology, which evidences the many data layers present in video, includes many exciting features to enable brands and agencies to get the most out of this incredibly rich medium. LivingLens facilitates searching the spoken word, sentiment, activity and objects within video content. The technology operates in any language and also offers analytics capabilities, so that you can understand frequency of mention and therefore trends across all of your video. Clients can upload video to the platform from anywhere, including the LivingLens capture Apps and webcam capture. LivingLens is API ready so we can plug any functionality into your own technology. t: 0151 601 7383 e: firstname.lastname@example.org w: livinglens.tv Twitter @Livinglenstv
Maru/edr are world leaders in Voice of the Customer programs and a proud part of MARU Group – a technology enabled professional services ﬁrm delivering information and insight. As part of MARU, we’re pioneering technology focused feedback combined with deep thinking and an emphasis on actionable outputs, helping us to paint better pictures faster for our clients. t: +44(0)1489 772920 e: email@example.com w: www.maruedr.com The HUB, Berrywood Business Village, Southampton, SO30 2UN
2ND DECEMBER 2016
CUSTOMER DATA SECURITY DIRECTORS FORUM BLUE FIN VENUE, LONDON Cyber security is now the biggest single challenge facing organisations, with a plethora of high proﬁle customer security breaches placing the battle against cybercrime high on the corporate agenda. More than half of UK organisations say they expect to be the victim of cybercrime in the next two years, suggesting it will become the UK’s largest economic crime. This Customer Data Security Directors Forum will examine the key challenges organisations face when protecting their customers’ data against a backcloth of double-digit increases in cybercrime activity. It will investigate what actions are being taken to prevent attacks that are capable of bringing down entire organisations.
VP of Cyber and Chief Security Ofﬁcer BT
Principal Analyst Information Security Forum
Matthew Gardiner Founder Catchlondon.Com
Senior Manager Cyber Security PwC
Senior Analyst Ovum
Partner Pen Test Partners
Ciso & Exec in Post Canary Wharf
Working together to disrupt digital crime Global authority looks at the constant battle against cybercrime and how to ﬁght it including a look at new BT/KPMG report ‘Taking the offensive: Working together to disrupt digital crime’
The new challenges facing customer data security now relating to Cloud, mobile, remote working, business process outsourcing and the like Rik Turner, Senior Analyst, Ovum
Les Anderson, VP of Cyber and Chief, Security Ofﬁcer, BT
Customer care: Can we encourage customers to take better care of their data?
Overview of the Customer Data Security marketplace
Maxine Holt, Principal Analyst, Information Security Forum
The maxim that the customer is always right may have held sway when interactions involved little more than exchanging pleasantries over the cash till. But now that the customer is actively engaged in a digital relationship, does it still hold true? If the relationship has changed and the customer now has more control, shouldn’t they also have more responsibility?
Customer Data Security and Brand Reputation
Ken Munro, Partner, Pen Test Partners
Customer data at Talk Talk, Yahoo and many other brands have been compromised and the cyber attacks keep coming – what is the impact on brand reputation and what can be done to counter the threat?
General Data Protection Regulation - What does it all really mean’
The impact of the rise in cybercrime and fraud is having on our customers and our people
Matthew Gardiner, Founder, Catchlondon.Com
PwC has just taken on 1000 cyber security experts Cyber crime and customer data privacy – what can organisations do to protect themselves and their customers
Ray takes a look at the profound impact the upcoming EU GDPR legislation which gives consumers control over their own data is going to have on the Customer Data Security marketplace where its estimated UK companies faces ﬁnes of up to £122billion for non compliance with the new regulations Ray Stanton, Ciso & Exec in Post, Canary Wharf
Gareth Neal, Senior Manager Cyber Security, PwC
QUICK FACTS: 100+ SENIOR DELEGATES
30 MINUTE PRESENTATIONS
FOLLOWED BY NETWORKING DRINKS
01932 506 300 (press 1) firstname.lastname@example.org EngageInfoSec.com
Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputation for openness and support amongst its members. Our events and our members’ interactions typically represent genuine knowledge sharing in the interest of furthering the study and practice of Business Psychology. In this context, the ABP continues to encourage and facilitate networking amongst all academics and practitioners in our membership in order to share knowledge and professional experiences. We facilitate this networking through: • • • •
Online discussion forums Regional speaker events Local networks’ meetings Annual Conference
Additional networking, coaching, peer-review and mentoring arrangements can also be initiated via our ABP Connections service. e:
Ember Services is a customer management consulting. We deliver ﬁnancially driven customer management strategies and operational delivery solutions that increase commercial value from customer operations. We target opportunities for improved customer value, increased staff engagement, revenue enhancement and cost reduction all driven from a deep understanding of what drives performance and how to effect change. Founded in 2010, Ember is staffed by customer management strategists, training and people development practitioners, ﬁnance and commercial specialists, technologists and operational specialists. We work globally and across industries for organisations of all sizes including retail, ﬁnancial services, energy & utilities, government and media. Sue Rix, Ember Services e: email@example.com m: +44 (0) 7494 559488 w: www.emberservices.com
We are a growing, dynamic, voluntary movement promoting employee engagement as a better way to work that beneﬁts individual employees, teams, and whole organisations. Our vision: We want everyone working in the UK to want, and be able, to give their best each day, so that each day is a great day at work, and that workplaces in the UK are thriving, growing and developing through the commitment, energy, and creativity of the people that work in them. Our aims: We want to grow awareness about the power and potential of employee engagement, encourage people to think more about it, and to provoke them to take action where they work. Cathy Brown, Executive Director e: firstname.lastname@example.org w: www.engageforsuccess.org
As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualiﬁcations and standards benchmarking. Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership Janet Cunningham e: email@example.com t: 0333 123 5960
EBM GROUP EVENTS 23
FUTURE OF THE CONTACT CENTRE CONFERENCE
CUSTOMER DATA SECURITY DIRECTORS FORUM
FRIDAY 2ND DECEMBER 2016
THURSDAY 23RD FEBRUARY 2017
EMPLOYEE ENGAGEMENT SUMMIT
CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE
EVOLUTION OF WORK CONFERENCE
INTERNAL COMMUNICATIONS CONFERENCE
CUSTOMER ENGAGEMENT SUMMIT
THURSDAY 20TH APRIL 2017
FRIDAY 15TH SEPTEMBER 2017
WEDNESDAY 8TH NOVEMBER 2017
www.ebm.media Live events proudly organised by Engage Business Media Ltd
08 NOV 2017
THURSDAY 6TH JULY 2017
FRIDAY 15TH SEPTEMBER 2017
2017 ENGAGE AWARDS WEDNESDAY 8TH NOVEMBER 2017