2020 Virtual Customer Engagement Summit Preview Guide

Your Guide To What’s On

Europe’s most prestigious customer engagement event provides a unique experience

CustomerEngagementSummit.com @EngageCustomer #EngageSummits

ORGANISED BY:

Three Day Virtual Event

15 Topic Streams

Virtual Round Table

Welcome Welcome to the industry’s largest customer engagement

that your customers expect in this ever-more digital world of

event, where you’ll virtually join 1000+ peers across the 3 days,

engagement.

witnessing 70+ speakers from world-class brands presenting a realm of case study content relating to the latest innovations

Our Live Events are at the core of our business and we deeply

in the CX world, helping you to arm yourself with an array of

value the support of all those involved and have done over the

new, exciting strategies to delight your customers.

last decade since when we began. The wellbeing of our delegates, speakers,

Sessions

Case Study Presentations

1-2-1 Networking

Customer engagement

sponsors, partners, and staff

is the key to exceeding

is of the utmost importance.

your customers’

We would all like to thank

expectations – let us

you for your committed and

take you on your journey

continued support and look

to success with

forward to welcoming you to

exclusive content that

the 2020 Virtual Customer

will demonstrate how

Engagement Summit, taking

you can become more

place on the 1st, 2nd and 3rd

accurate, dependable

December.

and provide the service 45+ Presentations

CustomerEngagementSummit.com

@EngageCustomer #EngageSummits

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

2 Esher Road, Hersham, Surrey, KT12 4JY Company Registration No. 8636460

Recently Confirmed 2020 Speakers

Alice Tomkinson Head of Customer Experience instantprintuk

Emilie Vanpoperinge Co-Founder ODDBOX

Alison Jaap Customer Director First Direct

Andrew Archibald Health Director of Products, Propositions & Growth Co-op

Andy Hancock Chief Customer Officer Moneysupermarket Group

Ashutosh Pandey

Brandie Deignan

Carina Ahlberg

David Sturdee

Head of Customer

Global Head of QBE and Process Reengineering Nokia

Restaurants Managing Director Marco Pierre White

Experience Volkswagen Group

Chief Operating Officer and Chief Customer Officer Pizza Hut UK & Europe/Yum! Brands

Madeleine Linden

Marcus Arthur

Mark Carter

CEO of UKTV and President of BBC Studios UK & Ireland UKTV

Head of Customer Retention & Marketing Technology at hayu (SVOD) NBCUniversal Media, LLC

Isabella West

James Leech

Jorma Kremser

Kevin Young

CEO Hirestreet

Head of Contact Centre Transformation Sainsburys

Media Manager Bose Global

Head of Audience The Economist

Senior Manager, CX Insight Virgin Money UK

Recently Confirmed 2020 Speakers

Emilie Mouquot Customer and Growth Director Notonthehighstreet

Mark de Bruijn Marketing Director for EMEA Smartly.io

Mathijs Leenhouts

Millie Gillon

Global Head of Client Venue - Culture, Service Experience, MD Retail Banking & Performance Manager Standard Chartered Tottenham Hotspur FC

Ramy Nassar

Ross Antrobus

Rui Chaves

Director, Retail Innovation Lab Mattel

Head of the Behavioural Insights & Business Analytics The FA

Head of Customer Loyalty Monese

Nicholas Brice Customer Experience and Culture Advisor Tottenham Hotspur FC

Stephanie Waismann Chief Customer Officer Barclays

Nicola Crowther

Peter Markey

Raj Kumar

CMO TSB

Brand and Reputation Director Aviva Group

Head of Public Engagement BBC

Thomas Reby

Martin

Head of Product Support Hill-Wilson - EMEA/LatAm Founder Platforms & Ecosystems Brainfood Consulting Google

Gerry Brown Chief Customer Rescue Officer Customer Lifeguard

Network with over 1,000 Peers 24/7 • 20plus30 • 24vend Ltd • aba • Abel And Cole • ABRS • Acanthus • ACCA • Accenture Ireland • Accor Hotels • Accountagility Ltd • ACE • ACE European Group Ltd • Acticall • Acticall Group • ActionAid • Adelphi Services Home Office • Adetiq Limited • Affinion International • Affinity Water • Ageas • Ageas 50 • AIG • Aimia • Air France • AJ Biz • AJK Technologies • Aktiv Kapital • Akzonobel • Alcatel-Lucent • Aldebaran • Allaxa • All Clear Travel Insurance • Allied Healthcare • Allington • Alzheimer's Society • Amazon • American Express • American Express Community Stadium/360DV • AMEX • AMEX Community Stadium • Amlin • Anaylin • Anaylin Limited • Anglian Water • Apperegde • Approaches for Performance Excellence Ltd • Aptean • Arbuthnot Latham • Arbuthnot Lathan & Co Ltd • Argos • Aria Insurance Services ltd • Ariste Holding Limited • Ark-H Handling Limited • Armstrong Consulting • Arqiva • Arrow Global PLC • Arthritis Research • Arun District Council • Arval UK • arvato UK • Ascent Software UK • ASK Italian • ASP PR • Aspect • Aspect Capital Limited • Assurant • Astadia • Asurion EMEA • AT & T • Atos • Atos Worldline • ATS Euromaster Ltd • Aura Corporation UK • Autotrader • AviaMediaTech Ltd • Avios Group LTD • Aviva plc • AXA • AXA IM • AXA Insurance • AXA Insurance/Swiftcover • AXA UK • Axis Europe Plc • B&W Group Limited • BA • BAE Systems • Banham Security • Bank oF America • Bank of Ireland • Banner Business Services Limited • Barclaycard • Barclaycard Europe • Barclays Bank PLC • Barclays Premier • Barclays Wealth and Investment Management • Barnaby Jones • Barnfield College • Baron Managed Services • Barz 8 Events • Bauer Media Group • Bazaarvoice • BBC • BBD Perfect Storm • BDO LLP • Beehive Research • Bellforte Group Limited • Belmond Le Manoir aux Quat’Saisons • Belmont International ltd • Bensons for Beds • Berkeley PR • Berkshire Healthcare NHS Foundation Trust • Berry Bros. & Rudd Ltd • BerryWorld • Bestinvest • Beyond Philosophy • Beyond Reason Consulting • BGL Group • Big Ears • Birmingham City Council • Blind Veterans UK • Blue Coat Systems • Blue Cross • Blue Provident • BMB Ltd • BMC Software • BMW UK Limited • BOC Limited • Boohoo.com • Boots • Bosch • Bosch Service Solutions • Bottomline Technologies • Bowen Cragg & Co • Box Legal • Boxclever • BP • BpESA • BPI • BQF • Brainfood Consulting • Brainloop AG • Brand Audio • Brand Biology • Breakfast • Breakthrough Breast Cancer • Bridge Training & Events • Bright UK • BrightHosue • Brighton & Hove City Council • BrightTALK • British Airways • British Council • British Gas • British Philippine Outsourcing Council • British Quality Foundation • British Red Cross • Bromford • Bruntwood • BSI Group • BSkyB • Bsquared • BSS • bss digital • BT • BTC drugs and alcohol / bereavement • Buckinghamshire CC • Bupa Global • Bupa International until October 2013 • Burberry • C3 Partners • Call Credit • Cambridge Building Society • Cambridge University Press • Cancer Research UK • Canon Europe • Capgemini • Capita • Capita Customer Management • Capita Employee Benefits • Carillion • Carnaby Content • Carnival UK • Carpetright • Carpetright plc • Cashflow Protector Ltd • Catalyst Housing Group • Caterpillar Inc. • Catherine Kennedy • Caxton FX • Caxton FX Limited • CBRE • CCA Recruitment Group • Central London Community Health NHS Trust • Central Surrey Health • Centrica • Certas Energy • CGA • CGI • Charities Aid Foundation • Charities Trust • Charles Taylor Insurance Services Limited • Charles Tyrwhitt • Chaucer Direct • Checkatrade • Cherry London • Chester&Aldgate • Chiquita UK • Christie Digital • Christina Adesina • Chrouch Consulting • Ciena • CIM • Cinsight • CIPFA • CIPS • Circle Housing • Cisco • CITI Group • City & Guilds • City Park Technologies • City Refrigeration Holdings • Clarks International • Clear Path Consulting • Clearcast • ClerksWell • Clicktools Ltd • Clustre • Co-Op • Coalface • Cofunds • Cognita • Cognition Consulting • Cognosis • Coleman Woodhouse • Collect Plus • Colt Technology Services • Comarch SA • Commenwealth • Communisis PDM • Community Integrated Care • Companies House • Compass Group PLC • ComputaCentre • Conduit • Confirmit • Conflux • Conformit • Connect2go limited • Connexions PR & Marketing Ltd • Contact Center Global • Contact Centre Consulting • Convergys • Conversocial • Cornelius Ltd • Countrywide • Covea Insurance • Coventry Building Society • Coventry City Council • CPM International • Crab Creative • Creative Virtual • Crimestoppers Trust • Croydon Council • Crystal Holidays Ltd • cScape • CSN • CSTN • Curhams Ltd • Cushwake • Customer Champions • Customer Consulting Ltd • Customer Experience Foundation • customerimpact • CustomerJourney Consultancy • Cuthbert Consulting • CX Company • CXPA • Cyara • D M M C Ltd • Da Vinci Public Relations • Dam Digital • Data Harvesting • Data2Dash • Data Center Dynamics • DataTalk • Datatrial Limited • Date Harvesting • Davenport Strategy.com • Davies Hickman • DBSCHENKER • DCH Ltd • Debenhams • Dell • Deloitte LLP • Deluxe Laboratories • Devonshire Square • Devonshire Square Management • DFS • DHL Global Mail • dhp consulting • Digitab • Dimelo • Dimension Data • Direct Line • Direct Line Group • Director • DLG • DMA • DMGT • DNV GL • Do Rosario Dance Studio • Document Capture Co Ltd • Domestic And General • Domino Printing Sciences • Domino's Pizza Group • DPG plc • DS SMITH • DSV • DTZ • Dunelm • Dunkin' Donuts • Dunnhumby • Durham University • DX (Group) plc • E.ON UK Plc • E2V • East Sussex County Council • East Thames Group • Easyroommate • Ebay Enterprise • Ebuyer.com • Echo Managed Services • Echo MS • eClerx • Eclipse Marketing • EDF Energy • Edigital • eDigitalResearch • EE • Eishtec • Electrocomponents plc • Elexon • Ellipse • Ember Services • emc europe • Emirates • emqc limited • EMW Law LLP • Energy Saving Trust • Engage Mutual • Engage Mutual Assurance • Enhancing Ltd • Envisage High Performance Consulting • Envisage HPC Limited • EON • E-On Energy • Eptica • Eptica Ltd • Equator Worldwide Ltd • Equiniti • Ernst & Young • Eschmann • Esri • Essex County Council • eSsure Group PLC • Etisalat • ETJS Limited • Euromoney Institutional Investor • Eurostar • Eurotunnel • Everything Everywhere • Executive Development Forum • Exeter Family • Experian • Experian CheetahMail • Experience by Design • Experience Engineers • ExperienceLab • Expert Eye • Explore Learning • Exposae • facebanx • Famous4 Communications • FedEx • Feedback Ferret Ltd • Feedbackify • Fidelity International • Financial Conduct Authority • Financial Times • FIRM Consulting • First Ark • First Ark Group • First Direct • First Great Western Railway • First Hampshire • First Rate • First Rate Exchange • Firstsource • Fits.me • Flash Avenue Studio • FleishmanHillard • Fluxx • Fluxx UK • Food Safety Services International • Ford Retail • Fortalis • Frank Hirth • Freelance • Freshtime • Friends of the Earth • Fujitsu • FutureLabs • Gallup • GAME Retail • Gamesys • Gamma • Gatestreet Africa Limited • Gateway Ticketing Systems UK • Gaynor Rachael Limited • Gazprom Energy • Geneea Analytics • Genesis Housing • Gentoo Group Ltd • Geosoft • GEra • GET HENCH Ltd/Exchange IQ • Get Living London • Get Momentum Ltd • Gibbsco PR & Marketing • Giffgaff • Global Payments • Global Sports Jobs • Globalpayments UK • GMC • Golder • Golfbreaks • Google Inc • GoResponse • Graeme Redpath • Grange Hotels • Grant Thornton K LLP • Grass Group Group • GrassRoots Group PLC • Great Interactive • Great Western Railway • Groupe Acticall • Grow3 Limited • GTA / Kuoni • Gullivers Travel Associates • Hackney Council • Halfords • Hampshire County Council • Hamworthy Heating • Handpicked Collection • HardingConsult • Hargreaves Lansdown • Harrow Council • Hastings Direct • Haswise ltd • Haven • Hay Group • Heart of England NHS Foundation Trust • Heart of England NHS FT • Heartwood • Heathrow Express • HEROtsc • HGS • HGS UK Ltd • Highways Agency • Hiveworks • Holiday Extras Ltd • Holidaybreak • Home Office • Home Office Adelphi Services • Home Retail Group PLC • Homeserve • Hominal Service Design • Honda Motor Europe - UK • Horizon • HostelBookers.com • Hotels.com • House of Fraser • Housing Solutions • Howard Sandom Marketing • HR GPR • HRG PLC • HSBC • HSBC Merchant Services • HSC Leadership Centre obo SEHSCT • HTK Ltd • Hugo Jacobs Consultancy • Hutchinson 3 UK • i3 Digital • iAdvize • IAK UK • iApproov • IAT Ltd • IBM • IBM Tealeaf • iBuzcon • ICLP • Idh group limited • IDM • IG • IG Group • IH London • IHG • Iicon • ILM • Image & Time • Imagine Mobile • IMI Precision Engineering • Impact International • Impact results Ltd • Inchcape Fleet Solutions • Incisive Media • Incredibly • Independent • Indigo River • iNet Process • Informa • Infosys Limited • Infosys Lodestone • Ingenious Growth • InMoment • Inovshop • Insight 2 Communication • Insight to Improvement • InsightNow • Instinctif Partners • Insure The Box Limited • Intel • Intelecom UK • Intelligent Futures • Interact Digital Ltd • Interactive Intelligence Inc • Intercall Europe • InterContinental Hotels Group • Interflora • International House London • Invesco Perpetual • IP Solutions • IPEX • Ipsos MORI • ITIDA, Egypt • ITV • Jaguar Land Rover • James Walker Group • JATO • Jaywing • JD SPorts Fashion plc • JEC • Jericho Consulting Limited • John Lewis Partnerships • John Smith & Son Group Ltd. • John Wiley & Sons • Johnson Fleming • Joho Ventures • JUDY WU Ltd • Kaizenco Limited • Kallidus Ltd • Kana • Kazendi • Kcom • Kent County Council • Kent Reliance • Keolis UK • Kesslers International • Kesslers International Ltd • Key Travel • Kia Motors UK • Kier • King • Kings Court Trust • KitshoffGleaves & Co • Knightsbridge PME Ltd • KPMG • KPMG Nunwood • Kru Talent • L F Engineering • Labelux Group • Ladbrokes • Lancaster London • Landmark Consulting • Law League • LB Harrow • LBG • Le Manoir aux Quat'Saisons and Raymond Blanc • Leapfrogg • Lebara Limited • Leeds Building Society • Leeds City Council • Legal & General • lemonlime research • Lexden • Lifeplus • Lifestyle Services Group • LinkedIn • Liz Earle • Lloyds • Lloyds Banking Group • LLX Global Business Services UK Ltd • Local Data Company • Lockheed • LogMeIn • Lola Rose Ltd • Lombard • London & Country Mortgages • London & Partners • London Borough of Barnet • London Borough of Camden • London Business School • London School of Economics • London Theatre Bookings • looking • Lost My Name • Love Home Swap • Lovell repairs and maintenance • LSE • LSG • Lumesse • Lumley Jacobs • Lumleys.net • LV= • Lycatel Setvice Ltd • Lyonsdown • Lyonsdown Ltd • Lyst • Macfarlane Telesystems • Macmillan • Maginus • Mail Newspapers • Manchester Business School • Manners & Murphy • Manx Telecom • Marine Stewardship Council • Maritz CX • Markerstudy • Market ii • MarketCulture • Marketii • MarketNam • Marketo • Marks & Spencer • Marks and Spencer • Marni Et tehila int't limited • Marriage Care • Mars Global Services • Mars Inc • Mary Gober International Ltd • MaxPoint • Mazars LLP • MB Consulting • MB Consulting Services • MBConsulting • MC&C • McColl's Retail Group • McDonald's • mCordis • Mercedes-Benz • Merchants • Mergermarket Group • Merkezi Kayit Kurulusu A.S. • Merlin • Metail • MetaPack • Metro Safety • mGage • Microsoft • Million Training • Mills DA • MINI UK • Mitchells & Butlers • Mitel • MMC Ltd • Molson Coors • Morgan Sindall • Mottram Search • Moxie Software • MPG Media Contacts • MPhasis • MPL Systems • Mulberry Consulting • Mullard Associates • My Digital Customer • My Home Move Ltd • myhomemove • National Accident Helpline • National Education Institute • National Gallery Co Ltd • National Grid • National Savings & Investments • Nationwide Building Society • Nationwide- Credit Card Operations • Nature Publishing Group • NCFE • NCO Europe • NCT • Nectar Loyalty Programme • Nelson Hall • Neopost Ltd • NET-A-PORTER LTD • NetApp • Netszie • Network Rail • Network Research • New Look • NewsUK • NewVoiceMedia • NextTen • NFA • NFU Mutual • NHBC • NHS • NHS Blood & Transplant • NHS Blood and Transplant • NHS NSS • NICE Systems • Nicoll Curtin Technology • NIT Technologies London • NKD Learning • NMC • Noblesys • Nokia • NOP • Norgren • Northamptonshire County Council • Northcliffe • Northumbrian Water Limited • Norton Rose Fulbright • Nottinghamshire Police • Novograf • Novulys • npower • NS&I • NSA • NSPCC • Nuance Communications • Numero • Nunwood Consulting Limited • NWG • O2 • O2 telefonica • Objective People • OCR • OCSL (Organised Computer Systems Ltd) • Oki Europe Ltd • Old Mutual Wealth • Oldham Community Leisure • One House Group • One Stop • Onva • Open Market • Opinsta • OPM • OpsTalent • Optima Parners Limited • Oracle UK Ltd • Orange • orange digital • Orbit Housing • ORC International • ORConsulting Ltd • OTIS • Ovum • P&G • Panasonic • Paragon • ParcelForce • Parker Car Service • Parliamentary ICT • Partners in Retail • Partnerships • Partyrama.co.uk • Patient Experience Network • PC-1 • PCSS • Pearson • Peer 1 Hosting • Pegasus Airlines • Penny Bousfield & Associates Ltd • PENTAX RICOH Imaging • Penton • People Essentials • Personal Group • Perspective Financial Group Limited • Pfizer • Philips Electronics (UK) Ltd • Philips Healthcare • Phillip G Withers • Pinnacleplus Consulting • Pioneer Capital • Pitney Bowes Software • PKF International • Please Press 1.com • Please Press One • pmX • POD • POD Research Limited • Post Office • Post Office Ltd • PPG Archetectural Coatings • PPG Industries • Premier CX • Premier Foods • Primary Capital Partners • Principality Building Society • Priority Pass • Priority Travel group • Procter • Procter And Gamble • ProductChain Limited • Profusion • Profusion Media Ltd • Progreso APS • ProtoCall One • Provenir • Proximus • Prudental • psa peugeot citroen • PSB Market Solutions Limited • PSS Help • PWC • Queen Mary • QuestBack • Quetzel - the Plan2Win Company • QVC • rackspace • Rackspace Hosting • Rakha Ltd. • Rant & Rave • Rapide Communication • Rawaa Shami • RBS Group • RBS PRIVATE BANKING • RCUK SSC Ltd • Real Results Consultancy • ReConsulting • Red Letter Days Ltd • Red Lorry Yellow Lorry • Redcliffe capital • Redd Marketing • RedEye International • Redmint Communications • Redrow Homes Ltd • Reed Online • reed.co.uk • Reevoo • Reggie London • Reliance Mutual • Reliance Mutual Insurance Society Limited • Rentokil-Initial • Reputation.com • ReputationInc • Respondez • Responsetek • Retail Trust • RHP • RIBA Bookshops • RIBA Enterprises • Ricardo-AEA • Rich Insight • Ricoh Europe • RICS • RIMES Technologies Corporation • RJO • RM Education • RNIB • Robyne Hart • Roost Consulting • Round • Royal Borough of Kingston • Royal Hospital for Neuro-Disability • Royal London • Royal London Group • Royal Yacht Britania • RS Components Ltd • RSA • RSA Insurance Group • RSPB • Rugbuz • Rushmoor Borough Council • Russet Homes • RWE Associates Ltd • Sabio • Saffron Building Society • Sage • Sage UK Ltd • Sainsbury's • Sainsburys Bank • Salesforce • Marriott • Santander • Santoro Ltd • Sarah Cameron Consulting • Saski Consulting Ltd • Satmetrix • SaveThe Children • Savills • Screwfix • SE Water • Second Sight • Secret Escapes • Seeking employment • Seeking New Opportunitty • seha • Self • self-employed • SelfService Company • SELLTOW • Serco • Serco Global Services • Seren • Service Initiatives Ltd • Servion • Severn Trent Services • SG World Ltd • Share.co.uk • ShoNet Systems • Shop Direct • ShoreTel • Shutl • Signet • Silverman Research • simpleshow UK Ltd • Simplyhealth • SKOPOS • SKY • SKYPE • Skype/Microsoft • Snapsponsorships • SOCAPiE • Social Media Hellraiser • Social Media Leadership Forum • Social Retail Group • Socialyse • Sodexo • soh • Something Sweeter • Somo • Somo Solutions • Sony • Sony Professional Solutions Europe • south africa dti • South East Water • South wales Police • South West Water • South Yorkshire Police • Southwark Council • Sovereign Housing • SPA Future Thinking • Spark Interactive • Speech Engineering Limited • Sponge • Sponge & WiForia Ltd • Sporting Index • Sprinklr • SSC RCUK Ltd • SSE • SSP • St Albans City & District Council • St Helens Council • Stafftalk365 • Standard Life • Stanley Black & Decker • Stanley Black And Decker • Stellar Europe • Steria • Steve Drake • Store Supervisor • Stride Limited • Strong Enterprises Limited • Study Group • Sue Hill • Suffolk County Council • SugarCRM UK Ltd • Sumtotal • Sunerg Solar SrL • Superdrug • Sure • Surrey & Sussex County Council • Surrey Police • Sussex Community Trust • Sutherland Global Services • Sutherland Strategy Limited • Swann Connect • Swarmworks • Swayam Infologic • Swinton • SXSELondon • Sydex Recruitment • Sydex Recruitment Solutions Limited • Syntonica Ltd • Syrinix • Syrinix Limited • Sytner Group Ltd • Take One TV • Talk Talk • TalkTalk • Tata Consultancy Servicesw • Tate Gallery • Tawa plc • Taybridge Associates • Taylor & Francis • Taylor Wimpey • Team HGS • Tech Mahindra • Telefonica Europe • Telefonica Germany • Telefonica UK • Telegraph • Teleperformance • Teletext Holidays • Teleware • Telligent • Tesco • Tesco Bank • TfL • The 02 • The Academy of Service Excellence • The Big Wheel Consultancy • The BIO Agency • The Body Shop • The Business Cafe • The Choir with No Name • The Contact Centre • The Contact Company • The Co-operative Group • The Customer • The Customer Lifeguard • The Customer Service Network • The Danwood Group • The Dorchester • The Exchange Group • The Forum • The Gym Group • The IDM • The London Taxi Company • The National Gallery Company Ltd • The NET-A-PORTER Group • The NHS Strategic Projects Team • The Royal College of Surgeons of England • The Share Centre • The Social Media Leadership Forum • The Stairway • The Times and The Sunday Times • The UK Contact Centre Forum Ltd • The Value Innovator • The Westbridge • TheCustomerCo • Thomson Airways • Thomson Reuters • Thornton's Budgens • Three UK • Thresher & Glenny • Thunderhead • TNS Global • Tobias & Tobias • Totaljobs Group • Touchpoint Creative • Towergate Financial Group • Towers Watson • TranslateMedia • Transport for London • Travel • Travel Zoo • Travelodge • Travis Perkins • Travis Perkins plc • TRB • Tricca Consulting • TRIPUDIO • Tri-Synergy Marketing • Trusted Shops • Trustmarque • Trustpilot • TSB • TSB Bank Plc • TUI SHG • TUI Travel • Tunbridge Wells Borough Council • Tusker • Tuskerdirect • TV presenter on Technology, Social Media and the Internet • UBT EU LTD • UCAS • UK Parliament • UKASH • Ultra Communications Limited • Ultra Communicatons • Unibet • Unibet PLC • Unicef UK • Unilever • Unite Group Plc • United Utilities • University of Bath • University of Bedfordshire • University of Kent • University of Portsmouth • University of York • Unum Limited • Unum Ltd • UPB/UMONS • Upinion • UPS Ltd • UTC Building & Industrial Systems • Ventana Research • Verint • VES Ltd • Vestiaire Collective • Vicastreet • vielife • Virgin Atlanic • Virgin Atlantic Airways Ltd • Virgin Holidays • Virgin Media • Virgin Money • VISTAJET • Visualplanet • VitalityHealth • Vodafone • Volume 48 • Vouchercodes.co.uk • Voxgen • Vue Entertainment • W7 Marketing Communications • Waitrose • Wales Millennium Centre • Walker Crips • Warwickshire County Council • Watchfinder • WaterAid • We Buy Cars Today • Webhelp • Webster Management Services • Webtrends • Welsh Water • Wessex Water • Westminster Kingsway College • Which? • Whitbread • Whitson Consulting Ltd • Wildbore & Gibbons LLP • Wilke Global • Wilkinson • Wilko • William Hill • Willis • Windflower Change • WNS • WNS Global Services • Wolfstar PR • WordZone Ltd • Writer, Business Transformation Consultant • Xceed • Xoserve • Xperience Associates • Yahoo • Yakara • YBS • YBS Group • Yellow Brick Road Consultancy Ltd • Yodel • Yorkshire Building Society Group • YouCon GmbH • Your Membership Matters • YouthNet • YT media • Zendesk • Zest

A Feast of Case Study Content Customer Engagement Transformation

Training, Learning and Development

Engaging with the Digital Customer across the Enterprise

With the digital revolution in full swing, it’s imperative that

With the relationships between our people and our customers

The days of the silo mentality and the service and experience that

organisations start to consider their customers’ needs in order to

becoming ever more critical the development of our employees

too often goes with it are well and truly being consigned to the

meet changing expectations. Customer demands are increasing

through training and career development is of paramount

dustbin of history. In the digital age every part of an organisation

rapidly, and the technology available to improve customer

importance. Diversification and inclusivity are key areas where

needs to be joined up with the customer at the heart of its thinking

experience is advancing inexorably.

improvements are being applied.

as it delivers on the cx.

Innovation in the Contact Centre

Combining CX Strategy with Culture

Evolution of VOE across the Enterprise

Contact centres are ideally placed to become the beating heart of an

The culture within an organisation clearly has a direct impact on

Employees are playing an increasingly important strategic role in

organisation. With the contact centre space providing a significant,

the experience that it delivers to its customers. Culture really does

the development of organisations’ services and products across

growing opportunity for customer experience, it is these

eat strategy for breakfast and unless the culture is people focused

channels and the Voice of the Employee is critical to the

touchpoints that provide a powerful tool to transform the success of

then the cx strategy will simply not deliver on its promise.

development of employee engagement strategies. These are

a brand in today’s digital world.

business critical issues.

Customer and Employee Engagement The Evolution of CX Service Design

CX Marketing

The correlation between highly engaged employees and customers

Service design is a hot topic picking up where the customer journey

who are similarly engaged is irrefutable. Study after study has

Research shows that the marketing function is playing an

left off. Service by design is an increasing imperative in an age

proven there is a clear path from engaged employees to engaged

increasingly important role in the CX as advances in technology

where digitally savvy consumers have increasingly higher

customers to improved performance and profitability.

enable greater customer understanding and insight, allowing

expectations of their service providers and expect a seamless experience every time.

organisations to tailor their strategies to ever more demanding and

Innovative and Disruptive Strategies in CX

proactive customers.

This stream will be exploring how by listening to and implementing

CX Strategies for the Customer Journey

The Future of CX

what your customers want, as well as personalising each touchpoint

Customer behaviour and expectations are changing at a dramatic

with your organisation, you can form a winning strategy that will

The world of customer engagement and experience is evolving and

and accelerating pace. Organisations must keep up with their

ultimately allow you to gain competitive advantage.

evolving rapidly. The pace of change continues to accelerate.

customers’ journey or they will lose them. To do this they must develop innovative strategies that keep abreast and indeed ahead of customer demands.

Delivery of the service and the experience is increasingly the

Linking Voice of the Employee and Voice of the Customer

responsibility of marketing, customer service and HR working in tandem.

The ever-closing links being forged between the Voice of the

Internal Communications

Customer and the Voice of the Employee are a major industry trend.

Evolution of VOC across the Enterprise

The workplace is changing and the way we communicate with our

Strategies that are evolving around VOC and VOE are some of the

Customers are playing an increasingly important strategic role in

people as they gain access to new technologies must also change

most dynamic in the customer and employee engagement space.

the development of organisations’ services and products across

fundamentally. As organisations grapple with these challenges internal communications is taking centre stage in the quest for higher levels of engagement.

channels and the Voice of the Customer is critical to the

Customer Engagement in Retail This stream will demonstrate how leading retailers are deploying

development of customer engagement strategies. These are business critical issues.

winning customer engagement strategies that are designed to

Artificial Intelligence and Robotics The burgeoning new technologies surrounding the world of AI and

engender consumer loyalty and greater wallet share in a hugely competitive and disruptive marketplace.

Customer Engagement in Financial Services The financial services sector is gradually bouncing back from the

Robotics present a plethora of opportunities as organisations

huge loss of customer trust. There is still much to be done however

grapple with the challenges presented in improving relationships

as financial services organisations need to do more to win back that

with both their customers and their employees.

trust from increasingly technically savvy and often wary customers.

What Our 2019 Delegates Thought How useful to your company was the information presented at the event?

Which speakers were your favourite?

28% Useful

Would you attend the conference again next year?

Marc Thornborough

Bethany Hibbert

Tanu Gupta

Moira Clark

Greg Reed

Google

Henley Business School

HomeServe

Keith Gait

Mark Billingham

Aimee Symonds

Joe Rice

Dr Nicola Millard

Stagecoach

Shop Direct

Intellectual Property Office

Twitter

BT

Auto Trader Group plc

80% Yes

68% Extremely/Very useful

20%

How would you rate the organisation of the day?

How did the event compare with what you expected?

Maybe

Please describe your event experience in one sentence:

Amazing day with lots of different talks and information.

Great opportunity to share and get best practise from across a wide range of sectors.

Very informative and thought provoking.

A great place to learn and network.

It was inspiring to hear what organisations are doing to build trust with their customers.

Very useful to understand the CX direction of other organisations.

The Summit was a wonderful experience, delivering a blend of relevant themes and case studies.

The event gave useful insights into the current state of CX and the chance to meet leading practitioners.

Focussed and succinct presentations by a really good range of organisations giving great insight into how they manage CX.

100% Excellent/Good

51% 49% Much better than expected

Met my high expectations

Network with your Peers

The New Attendee Experience Dynamic Event Guide showcasing our case study driven content, enabling you to create and build your own custom agenda, adding sessions and networking appointments to

Professionals attend events for two primary reasons: to absorb content and to network A key reason for attending conferences is to connect with likeminded people and industry peers. Our virtual conferences bring together people from

your schedule.

Connecting with Peers Networking is one of the main reasons to attend a conference, enabling you to virtually communicate with likeminded people, a painless and productive way to introduce yourself to others, schedule appointments with exhibitors, sponsors or other attendees in advance of the event on the day and even after the event.

different geographical areas and industry sectors from the comfort of their own workspaces, who share a

Connecting with Content

common discipline or interest.

After all ‘Content is King’, making it simple to actively participate in session discussions with real-time engagement

Our exciting industry leading networking event app

features. Directly connect your social media profiles to the

powered by ‘Cvent Crowd Compass’ provides the

event app for easy posting, sharing, and connecting with

perfect platform to deliver interesting event content,

other attendees, displaying social updates in real-time.

effective virtual face-to-face connections, digital interactive agendas, question and answer sessions enabling more involvement during presentations, surveys providing feedback opportunities at the perfect time, and more.

Gamification A fun way to connect and play, explore event content, complete challenges, earn points and badges, and win prizes!

Application run by:

Convince your Boss I would like to attend the Customer Engagement Virtual Summit taking place on 1-3 December.

Discover what to expect in 2020

I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here].

It’s great value for the level of intensive education, in 3 days, I’ll have access to: • Case studies from world-class brands [List Notable] • Speakers include: [add here] • 10 topic streams covering the latest trends.

• Interactive focus group sessions • Networking opportunities with 500 peers working in similar roles to myself • Access to the event networking app, where I can arrange virtual meetings and chat with other delegates prior to the day • Live demos from industry leading vendors.

The full conference price* is £395+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned events.

18

There are a number of strategic and tactical ‘how-to’ case study presentations on the day that I feel will allow us to transform engagement, and at the same time make savings in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here].

I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings with [Vendor A, Vendor B, Vendor C].

I’ll also be able to build new business relationships and share best practices with other delegates working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C].

16

INTERVIEW

Edelman: The importance of customer trust Gerry Wisniewski explores the insights the Trust Barometer provides in how different sectors are trusted.

FEATURE

Samsung: The six characteristics needed to thrive in a complex work environment Nick Milne explains how Samsung navigates consumer engagement in a large, global organisation.

E N G A G E M E N T

Click here to read the Engage Customer Report

S U M M I T

R E P O R T EngageCustomer.com

SPRING 2020

THE IMPORTANCE OF TRUST AND TRANSPARENCY

VIEW FROM THE CHAIRS

04-11

Our Hall Chairs share their highlights from across the Summit’s four halls.

Thank you for your consideration.

20

ENGAGE CUSTOMER C U S T O M E R

Other staff members in our organisation will also be able to benefit as I will liaise with the team after the conference to relay recommendations and action items, and circulate a detailed an actionable report.

Please accept this proposal to register as I’m confident in the significant return we will receive for this small investment.

FOCUS ON

BuzzFeed: The digital marketing revolution James Lamon shares how BuzzFeed effectively utilises social media to engage, market, and sell.

With an overview of all 80 presentations over the two-day Summit, Martin Hill-Wilson, Gerry Brown, Manuela Pifani, and Jo Moffatt provide their key takeaways and insights from the event.

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Booking Form

Single

Bronze

Silver

Festival Pass

Please sign and complete the form below, on receipt an invoice will be raised and issued. All invoices

(1 Ticket)

(2 Tickets)

(Virtual Team Ticket)

(Access all events for 12 months)

need to be paid in full prior to the event. Please reference your invoice number on payment.

£395+VAT

Phone: 01932 506 300

Email:

tickets@ebm.media

Or post to:

Engage Business Media, N2 Esher Road, Hersham, Surrey, KT12 4JY

£699+VAT

£995+VAT

Confirmation

Delegate Package: ■ Access to all Presentations ■ Access to Virtual Roundtable Sessions

■ End User Registration ■ No Travel Required

■ Access to 1-2-1 Meetings Networking App ■ Download of presentation slides

■ OnDemand Available post event

Industry: Financial Services

£1,295+VAT

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

I understand

Retail

Transport & Logistics

Public Sector

IT/Telecoms

Business Services

Utilities

Healthcare & Pharmaceutical

Leisure Consultant

Manufacturing

Leisure & Tourism

Vendor/Service Provider

Other

I have read and understood Engage Business Media’s Terms and Conditions (http://ebm.media/terms-conditions/) and Privacy Policy (https://ebm.media/privacy-cookies/) I have read and understood

I wish to attend:

YES, I would like to attend the event(s) detailed on previous page.

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

Customer Engagement Virtual Summit 2020 – 1st, 2nd & 3rd December 2020

This event is being sponsored by the sponsors listed on the event page.

We may make your registration details available to select sponsors, in both ours and the sponsors legitimate business interests, and they may contact you about their product/services. *(required)

Registration First name

Last name

Job title

Organisation

I am happy for my details to be shared

Address

Signature

Post code

County Tel

Mobile

Email

Finance Department Email

Date Printed Name Job Title

For BACS payments please send to: Barclays Bank PLC, 3 Church Street, Weybridge, Surrey, KT13 8DD

Other Delegate details

Account Name: Engage Business Media Ltd First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

Job title

Job title

Job title

SORT CODE: 20-90-56

ACCOUNT No:

23232689

IBAN:

GB50 BARC 209056 23232689 SWIFT CODE: BARC GB 22

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

EngageCustomer.com • EngageEmployee.com Job title

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

Registration Questions Where did you hear about this event?

Email

Terms and Conditions

What's your annual relevant purchasing budget?

Telephone call

Website

Google

Partner organisation

Social media

£100,000 or less £100,001 - £250,000 £250,001 - £500,000

Other (please specify)

£500,001 - £1 million £1 million - £5 million

What is the primary reason for

£5 million - £10 million

attending this event?

Over £10 million

For networking purposes I am researching for a new project For professional development,

Do you currently have a live project that you're working on?

learning and knowledge To find new suppliers, products

Yes

No

and services

What is your purchasing responsibility?

How many employees does your organisation have?

Make purchase 1-24

Authorise purchase Influence purchase

25-49

Specify suppliers

50-99

I have no purchasing responsibility

Which best describes your regional responsibility?

EVENT TICKETS - These ticket terms and conditions as contained below and the abbreviated version found on the booking form are an acknowledgement of agreement (“the Contract”) and apply to all services (“the Services”) provided by Engage Business Media Ltd (“the Organisers”). By signing the booking form, the “Customer” accepts the following terms: In the event of any inconsistency, conflict or ambiguity between the Terms and Conditions and any terms and conditions stated on the Booking Form, the provisions of these Terms and Conditions shall apply.

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

100-249 250-499 500-999

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

UK

Americas

1000-4999

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

Europe

EMEA

5000+

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

Middle East

Global

Asia

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

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

All transfers are at the discretion of the event organiser.

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

AMENDMENTS AND CANCELLATION TO AN EVENT - We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K. In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

EBM 2021 Calendar

10-11 FEB 2021

CUSTOMER ENGAGEMENT TRANSFORMATION

AUTOMATION, AI AND RPA

KNOWLEDGE MANAGEMENT

9-10 JUNE 2021

22 APRIL 2021

23 SEPT 2021

11-13 MAY

10-11 MAR 2021

13-14 OCTOBER

2021

29 APRIL 2021

9-11 NOVEMBER

DIVERSITY & INCLUSION 8 JULY 2021

15-16 SEP 2021

23 NOV 2021

FUTURE OF MARTECH

EngageCustomer.com Engage Customer is part of Engage Business Media Ltd. Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG Mainline: 01932 506 300 Website: www.ebm.media

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