2020 Virtual Customer Engagement Transformation Conference Preview Guide

Your Guide To What’s On

Understand how you can help to shape and evolve your business in a fast changing world

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ORGANISED BY:

Digital Event

Virtual Seminar Halls

Welcome The Virtual Customer Engagement Transformation

from organisations that have already transformed to

Conference comes as a growing number of

suit the ‘new norm’ and are reaping the rewards of

organisations are realising the business benefits that

customer loyalty as a result.

accrue when they work to transform and evolve their Virtual Round

customer engagement strategies to keep pace and

This year’s virtual conference will allow you to enjoy the

engage more closely with their customers.

event from the convenience and safety of your own

Table Sessions

desk. You’ll be witness to over 40 speakers delivering With the unprecedented times that we’ve encountered

Case Study Presentations

1-2-1 Networking

exclusive content surrounding trending topics across

so far in 2020, it can seem

two days. With world-class case

impossible to keep up with

studies and networking

customer trends and

opportunities with industry

implement a winning strategy,

experts, you’ll log off armed with

but those who attend the

all the tools, techniques and

Customer Engagement

insight you need to implement

Transformation Conference

effective and successful long-

will leave feeling equipped

term customer engagement

with exclusive insights

strategies.

30 Presentations

EngageCustomer.com

@EngageCustomer #EngageConferences

Customer Engagement Transformation Virtual Event 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.

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CUSTOMER ENGAGEMENT TRANSFORMATION

Network with over 700 Peers 11:FS • 1pm plc • AA • ABA research ltd • Abbeyfield • ABCAM • ACS • ACS Schools International • Actimo • Adecco Group • adidas • Adient • Affinity Water • Ageas • Agenda Consulting • Aggregate Industries • Air France • Airbus Operations Ltd • AKBank • Alexander Mann Solutions • Amey • Amido • Amigo Loans • Amnesty International • AMRI • Anglo American • Angus Soft Fruits • Antic London • Any3 • Arcadia • Arcadia Group • Arnold Clark Automobiles • Ascend Learning UK • Aspin Group Ltd • Aster Group • AstraZeneca • Aura Graphics Ltd • Autoglass • Avios • Aviva • Avolon Aerospace Leasing Ltd. • AWE • AXA • BAE Systems Inc • Baker mckenzie • Bank of England • Barclays • Baringa Partners • Barts Health NHS Trust • Bath & NE Somerset Council • Bauer Media Group • Bayer • BBA • BBC • Be At One • Beds and Bars • BEEM • Belron International Limited • Benugo • BKUK • BMW Group • Bolsover & NE Derbyshire District Council • Boundless • Bravissimo • Brighton and Hove Albion FC • Bristows LLP • British Airways • British Business Bank • British Gas • British Pipeline Agency • Brokerbility Holdings Limited • Brooklands Museum • Brookson • BSI • BT • Buckswood School • Bulk Powders • Burberry • BuroHappold Engineers Ltd • Butterfly Hospitality (UK) Ltd • BW • CABI • Cambridge Building Society • Camunda Services GmbH • Canadian Affair • Canopius • Capita plc • Capital Home Loans • Caravan and Motorhome Club • Caravan Restaurants • Care Quality Commission • Carnival UK • Carvill Creative • CDC Group • CDK Global • Central Japan Railway Company • Česká spořitelna • CFRS • CH & Co • Challengers • Chatham House • Churchill Group • CIPD • Cirrus Logic • Citi Bank • City & Guilds • City of London Corporation • City Year UK • CitySprint (UK) Ltd • Civica UK Ltd • Clear Review • Clearanswer Call Centres Ltd • Close Brothers • Cloud Direct • CMS • Colorminium London Ltd • Comparison Technologies • Computacenter • Concorde International • Co-op Group • Cornelius • Cotton Traders • Council of the European Union • CPP Group • CQC • Criteo GmbH • Crosslane Group • Crowhurst Park • Crown Worldwide • Culture Amp • Cushman & Wakefield • Customer Lifeguard • CYTI Limited • Davidsons Homes • Dazn • Deevnish Nutrition • Dentsply Sirona • Department for Work and Pensions • Deutsche Bank • Dimensions • Doncaster Council • dormakaba • Dorset Council • DPD Group UK • Dragon Argent • dragonfish UK • DSTL • Duncan & Toplis • DVSA • DWP Digital • Easr Sussex County Council • Eastleigh Borough Council • EBM • Edelman • Edwardian Hotels London • Ellacotts LLP • Emarsys • Emerald • Emperor • Endava • Engage For Success • Engage for Success / Exeter University • Engage Partners • English Institute of Sport • Ensono • Enterprise Rent-A-Car • Envision Pharma Group • ESB • Essentra • Essex Services Group Plc • European Commission • Experian • Explore Learning • EY • Farmdrop Limited • Fathom • FCA • FCB Health • Financial Times • Firstco • Five Acre Wood • Flight Directors • Flowbird • Food Standards Agency • Forest Holidays • Formica limited • FORWARD • Foxtons Plc • Frank Recruitment Group • Frasers Hospitality • Freeman • Fresh Direct UK • G4S • Gen2 Property • GFT Finance • GFT Financial Limited • GFT Financial Ltd • Global Water Intelligence • GlobalWebIndex • Globant • Go-Ahead Group • Grandparents Plus • Graysons Solicitors • Great Western Railway • GRIND • GSK • Haig Housing Trust • Hampshire Hospitals NHS Foundation Trust • Hanover • Harvey Water Softeners • Hayes Davidson • Healthcare Quality Improvement Partnership • Heathrow • Hella Fast Forward • Her Majesty's Court Service • Her Majesty's Courts & Tribunal Service • Herbert Smith Freehills • Herbert Smith Freehills LLP • Hermes UK • Hicom • Highways England • Hitachi Capital Consumer Finance • Hitachi Rail • HM Land Registry • Hoare Lea • Hogan Lovells • Holloywood Bowl • Horwich farrelly • Hotelbeds • Howard Kennedy • HR Manager • HRW • HS4LC • Huntswood • Huntwood • Hydrock Consultants Limited • IBM Watson Media • ICSA • IDC • Imperial London Hotels • Influencers.ltd • Infradata • ING • Innovyze • Interact • Interpet Ltd • invest northern ireland • Investors in People • IPG Mediabrands • ISHA • Islington Council • ITL Ltd • IWM • John Lewis Partnership • Johnson Controls • Just3Things • Karro • Kasey Brown Consulting Ltd • KCLSU • KCOM • Kent Community Health NHS Foundation Trust • KFH • Kiwi.com • Kleinwort Hambros • KP Snacks • lastminute.com • Law Business Research • LCIA • Leeds University • Legal & General • LEGOLAND Windsor • Lendlease • Lifeplus Europe • Linklaters • Lloyds Banking Group • London • London Borough of Lambeth • London Legacy • Lonely Planet • Loxam Powered Access • LQ Group • Lumapps • MAG • Malakoff Mederic Humanis • Marketing • Marriott International • Marsh • Mastek Ltd • Mayhew • MBNL • McCann • McColl's Retail Group • Mears Group • Mears Group PLC • Merkle • Metaswitch • Metropolitan Police • Microsoft • Millfield School • Mind in the City, Hackney and Waltham Forest • Ministry of Defence • miss • Mitie • Monsoon Accessorize • Morgan Hunt • Morgan Sindall • Moto Hosptality Ltd • Motor Fuel Group • Mount Anvil • Mr • Ms • Naked Wines • Nando's • Nationalgrid • Nationwide Platforms • Nestle Purina Petcare UK&I • Net World Sports • Network rail • NewDay • Nisbets • Nomad Foods • Northern Gas Networks • Norton Rose Fulbright • NSPCC • NTT Europe • ntte • Nuveen • NWTC • O2 • O2 Telefonica • Office Depot • Ofwat • OIC • OKA • Old Mill Accountancy & Financial Planning • Oliver Agency • One Housing • Ophir Energy plc • Oracle Netsuite • Orange • Orega Management Ltd • ORM • OVO Energy • Pai Skincare • Parkdean Resorts • Patty&Bun • PCML • Peabody • Peakon • Pepsi Lipton • Pfizer • PHASTAR • Photobox Group • Pinewood Group Limited • Pinewood Studios • Plymouth University • Polder • Police Scotland • poly • Poppulo • Prime Oak Ltd • Principality Building Society • Prostate Cancer UK • Proud Robinson • Publicis Worldwide UK • Purcell • PwC • Qlearsite • Questback • Rail Delivery Group • RBG Kew • ReAssure • Red Kite Community Housing • Refinitiv • Resonate Group Limited • Rexel UK • Reynolds • Reynolds Catering Supplies • Richmond & Towers • Rio Tinto • Riverford Organic Farmers • Riverside • RM • Roadchef • Rogers Stirk Harbour + Partners • Round Hill Capital • Royal College of Nursing • Royal College of Physicians • Royal Opera House • Rubix Group • RUSH HAIR • Rush Hair & Beauty • SA Law • Sainsbury's • Samaritans • Sanne • Santander • Sarah Harrison • Scott Bader • Sculpture Consulting Ltd • SDL • Seasalt Cornwall • Seasalt Ltd • Securitas • Sedgwick International UK • Sequel Group • SGS • Shaw Trust • Sheffield Hallam University • Shop Direct • SiSU Wellness • Skibo Ltd. • Smarp • SMITH & OUZMAN • Socomec U.K. limited • Sodexo • Sofology • Softonic International SA • Somerset Passenger Solutions • Sony • Sophos • Sorted Group • Southbank Centre • Southern Water • Sovereign Housing Association • Spektrix • Sponge • Spotify • Springboard Charity • Square One Resources • SSAFA • St Andrew's Healthcare • St Luke's Hospice • Staples Solutions UK • Stepstone • Stickyeyes • Sue Ryder • Summit • Suntory Beverage & Food Europe • Suntory Beverage and Food Europe • Sunvil • Supplier Assessment Services • Surrey County Council • T W White & Sons • Tank Museum • Tata Consultancy Services • Taybridge Associates • Taylor Vinters LLP • TCEG • Tech Mahindra • Technology Adoption and Change Manager • Teenage Cancer Trust • Telefonica UK • Temping through Agency • Ten health & fitness • Terry Jones Solicitors • Tesco • TfL • The AA • The Adecco Group • The Big Issue Foundation • The Body Shop • The British School in the Netherlands • The Council of the European Union • The Difference • The Esteė Lauder Companies • The National Film & Television School • The Ned • The Peabody Trust • The R S A • The Royal Ballet School • The Royal Household • The Royal Mint • The Runnymede Hotel • ThirdSpace • Thirteen • Time Out • TJX Europe • Tonik Energy Ltd • Torbay & South Devon NHS Foundation Trust • Tossed • Transform IT • Transport for London • Travelers • Travelodge • Travelport • Trinity Laban • Trinity Laban Conservatoire of Music and Dance • Tursa Employment & Training • Turtle Bay • Ubisoft • UBS • UCL • Ultra Electronics CIS • Unibail-Rodamco-Westfield • Unicef UK • unipart • Universal Music Group • University of Lincoln • University of Manchester • University of Portsmouth • Unlimited group • USS • UWL • Uxbridge College • Vanquis Bank PLC • Veolia • Vertas Group Limited • Viapath • Vicki Boyton • Vision Express • Visual Image • Vivienne Westwood • Vodafone • Volume • Vonage • VPS Group • Wahaca • Waitrose • Walgreens Boots Alliance • Walker Books • Walsh • Warwick District Council • Warwickshire County Council • Wave Utilities • Well • Wellcome • wentworth wooden jigsaws ltd • Wesleyan • West Ham United Football Club Ltd • WeWent.com • WEX Europe Services • Wex Photo Video • Whiteley Homes Trust • William Hill • Williams • Williams Lea Tag • Wilson James • Wiltshire Council • Wipro LtdwIIPRO.LTD • Wolverine Europe • WWF-UK • Wychavon District Council • xoServe • Yorkshire Water • Yougov • YUMM'EAT • Zara • Zellis • Zenith Technologies • Zmotywowani • Zmotywowani.pl sp. zo.o. • Zoho Cliq • Zoological Society of London • ZSL • Zuto

A Feast of Case Study Content Transforming CX strategy through rapid change

The Rise of Customer Service Design

In these unprecedented times organisations are, more than ever, needing to

Service Design is critical to customer experience, yet many of us give little

adapt and indeed reinvent their relationships with customers. This stream will

thought to actively designing experiences in the first place. This stream will

look at how organisations are successfully addressing their CX strategies to meet

show you how to implement a new toolset that will ultimately drive profits, cost

customer needs.

savings, and competitive differentiation.

Transforming the CX for the ‘new normal’

Robotics, AI and Customer Engagement

Our customers’ behaviour has changed more rapidly during 2020 than at any

This stream will be drilling down into exciting new areas and examining how

other similar period, and those changes are continuing as we emerge into the so

you can implement new technologies to ultimately transform customer

called ‘new normal’. This stream will highlight how the pandemic has acted as a

engagement.

catalyst for change.

Transformation in Financial Services and Retail Transformation – Our People and Our Customers Learn how to transform engagement and enhance customer experience in the This stream will delve into the changing perception of what makes a great

financial services sector and retail businesses.

customer experience, and what you need to do in order to thrive in the future.

Technology and Customer Engagement Personalisation of The Customer Experience With the rapid expansion of the variety of channels customers choose to use, this This stream will be exploring how by listening to and implementing what your

stream will look at how you can enhance your technology offering whilst also

customers want, as well as personalising each touchpoint with your

linking interactions to ensure you’re providing a

organisation, you can form a winning strategy that will ultimately allow you to

personal, contextual experience for each customer.

gain competitive advantage.

What Our Customer Engagement Transformation Delegates Think How would you rate the organisation of the day?

Which speakers were your favourite?

Would you attend the Conference again next year?

How did the event compare to what you expected?

25% Good

66%

Colin Shaw

Katrina King

97% Yes

Excellent

9% Average

Sarah Marshall

Martin Henderson

How useful to your company was the information presented at the event?

Please describe your event experience in one sentence: "A well organised, professional and interesting event."

32%

Moira Clark

Dekyi Boorsma

Extremely Useful

"The event was really informative - it is great to have the options of what to attend and a great format of short presentations with networking opportunities as well."

"I thoroughly enjoyed the day. Hearing from many large companies was very interesting and informative."

73%

24%

Better than I expected

About what I expected

Why did you decide to attend the Conference?

"I attended the conference because it provided the perfect opportunity to benchmark how we are doing in CX against other companies and learn from the best."

"An enlightening day of strategic customer engagement case studies."

53%

Harry Mann

Emma Postill

"An excellent event to share knowledge, gain industry insight and make new connections."

Very Useful "Inspiring and motivating and I'm definitely pinching some of the great staff engagement examples I heard in the presentations!"

12% Moderately Useful

John Grummitt

Julie Roberts

"I gained some really interesting insights and thought provoking ideas which I've been able to bring back to my business."

"Stakeholder engagement and transformation is a key focus of mine and the Conference presented an ideal opportunity to hear and learn from peers on how to approach this fundamental undertaking. Case studies and networking always inspire me with new ideas and energy to keep promoting the CX mandate."

Recently Confirmed 2020 Speakers

Stefan Witteman

Paul Gallinin

Lynzi Harrison

Adam Ford

Melanie Fischer

Chris Thewlis

Global CX Lead GVC

Media Director Brighton & Hove Albion FC

Managing Director LV=

Director of Customer Services Land Registry

Partner – Customer Care Waitrose & Partners

COO NPOWER

James Askey

Nick Batt

Lilia Dikova

Colin Spence

Stefan Elks

Katy Taylor

Marketing and Communications Campaign Team Manager Royal Mint

Head of CX Transformation ENGIE

Head Of Digital Bionic Business

Senior Customer Success Manager LinkedIn

Director of Customer Operations L&G

Director Go Ahead

Recently Confirmed 2020 Speakers

Stefan Witteman

Anna Wilcox

Andrea Bargetzi

Beverley Hullock

Beverley Hullock

Global CX Lead GVC

Head of Customer Experience Bupa

Head of Digital Experience & Marketing Credit Suisse

Senior Manager, Service Improvement BT Openreach

Senior Manager, Service Improvement BT Openreach

Shamas Aziz

Ed Thompson

Natasha Tuke

Head of Customer Service Selfridges

Analyst Gartner

Head of Customer Anglian Water’s @one Alliance

Agenda Summary Npower Case Study: Transformation – Our People and our Customers

Openreach Case Study: Transform from the inside out

Chris Thewlis, npower

Beverley Hullock, BT Openreach All organisations look to transform how they work. Our customer bases and dynamics are forever evolving, often quicker than we anticipate; and with costs ever-reducing and customer brand loyalty at an all-time low, the real differentiator across almost every industry is customer experience. Specifically, how EASY it to deal with someone.

“

In my business, ‘ease’ was definitely not something that we were famous for! And ultimately, that was because life wasn’t easy for our people… Complex processes, procedures, and regulation makes things difficult. Add to that an ancient and highly complex system stack, and you’re asking for trouble!

In the space of just a few months, I brought a completely new way of working to a desk based organisation of c.500 people, designing and deploying a brand new, bespoke CRM which transformed not just the day to day working of our people but even more importantly, transformed the relationship between our Operational and Transformation teams.

Not only did we see a vast improvement in business efficiency and effectiveness, as well as improved customer satisfaction – our employee engagement is now at an all-time high, and we’ve never had a more involved, dedicated, accountable workforce.

”

They own this!

Go Ahead Group Case Study: How a bus driver saying hello can make your day

Highlights include :• How we quickly established a Crisis Team with senior managers, taking into consideration government advice and making decisions on the approach, enabling daily communications to our people • How we leveraged our Robotic Process Automation capability to continue to service our customers • How we moved from 29% of our workforce able to work at home, with just 19% in CS to 91% home working across all areas of Home and Business by 20th April:• Hardware diverted from refresh projects • Use of a Virtual Desktop (VDI) solution • Telephony platform and service management • Support for UK and overseas partners • How we used customer insight to shape our approach to customers, identifying 111 initiatives to support customers who were vulnerable, isolating and in financial difficulties • How we enabled channel shift to digital/self serve channels • Key learnings from these initiatives and how they are shaping the future

LV= Case Study: What it means to be a mutual and vulnerability

Katy Taylor, Go Ahead

“

“

Covid-19 presented a host of unprecedented challenges to businesses – in this presentation, find out how Npower were able to react quickly and effectively, implementing Customer, People and Process changes to ensure service continuity. Find out what we have learned and how this changes our future ways of working.

When a bus driver says hello – why your people are the only way to make your customers happy.

• culture change – the big things and the little things • empowering your people • why change is difficult, and how to make it easier • what makes customers smile

”

”

Lynzi Harrison, LV=

“

What is a mutual and what does it mean, and how does this differ from a plc. What does this mean in times of crisis such as Coronavirus to members/customers and colleagues.

In particular our responsibility to our vulnerable clients and colleagues. I will include real (anonymised) customer cases and examples

”

Agenda Summary Bionic Case Study: Transforming your brand in the digital age

They Royal Mint Case Study: The impact of gamification and interactive touch points

Lilia Dikova, Bionic

James Askey, Royal Mint

“

The use of interactive elements/gamification can be a very powerful element to any campaign or marketing activity. The opportunity to capture data and understand customer behaviour through these touch points can be invaluable in communicating to them effectively with the right content and also at the right time.

This talk demonstrates a range of ways that The Royal Mint have incorporated gamification and interactive touch points into their campaigns to engage with and reach new audiences and improve their marketing performance through the various stages of the customer funnel to drive Customer Lifetime Value.

Waitrose & Partners Case Study: Delivering a customer centric strategy through listening to your customers

”

Melanie Fischer, Waitrose & Partners Against the backdrop of a tough economy and ever changing customer expectations, retailers need to think differently to create value for their customers. This session will be about how to use a Voice of the Customer strategy to play a key role in driving a customer centric culture that puts the customer at the centre of everything an organisation does to drive lifetime loyalty.

”

“

How to transform your marketing efforts?

How to raise brand awareness without breaking the bank?

How to grow your brand and bring sales?

These are questions that need answering in our marketing world during these tough times.

Join the talk and let us tackle them together!

Anglian Water Case Study: How to make life better for your customers every single day

”

Natasha Tuke, Anglian Water’s @one Alliance

“

Against a backdrop of rising customer expectations and changing regulation, Anglian Water’s @one Alliance are stepping up their efforts to improve outcomes for customers; Providing what they need tomorrow, while minimising the disruption today.

This presentation covers the work the @one Alliance customer experience team have done over the last two years to bring customers to the very heart of the organisation.

Driving a customer-led culture, empowering every person across the company to make life better for customers, every single day.

Following 3 key principles: • Do the basics brilliantly • Go above and beyond • Think ahead Natasha will share the story so far; highlighting some of the change initiatives that have been delivered and how these have benefited our people and our customers.

”

Agenda Summary ENGIE UK Case Study: Adapting your tactics without comprising your Strategy Nick Batt, ENGIE

“

As with most plans, everyone’s 2020 CX roadmaps have been knocked severely off course by global events. But instead of throwing away all the previous insight and effort, Nick will talk through how adapting activity, and not stopping it, has helped keep customers and colleagues aligned on delivering the longer term CX vision.

By thinking outside of the box, using the available tools and resources to maximum effect, and focusing on the real customer priorities, you’ll hear how ENGIE has ensured Customer Insight has continued to drive the agenda.

Nick will talk about how both proactive and reactive insight activity have been affected by the pandemic. In addition, he’ll detail how the built-in flexibility of their CX Framework has ensured recent events haven’t changed objectives, but instead enabled a slightly different journey to achieve them.

”

LinkedIn Case Study: Customer engagement and transformation in (very!) uncertain times Colin Spence, LinkedIn How has Covid-19 and recent racial incidents around the globe transformed conversations with our customers? What is value in the new ‘normal’? Colin will explore how he has adapted and driven conversations with his global customers during uncertain and challenging times – particularly around remote working, developing relationships and addressing diversity, inclusion and belonging.

“

Bupa Case Study: Our response to the impact of Covid-19

”

Anna Wilcox, Bupa

“

Anna Wilcox shares the way in Bupa responded to the impact of Covid-19

With Bupa’s purpose grounded in Helping People Live Longer Happier Lives, when Covid-19 hit the UK in early 2020 : the organisation immediately found themselves supporting our members be well and stay well during a time when it seemed some of our core services may have been impacted.

So how did we work to go above and beyond to deliver value to our members when they needed it most.

”

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 your schedule.

Professionals attend events for two primary reasons: to absorb content and to network A key reason for attending conferences is to connect with

CUSTOMER ENGAGEMENT TRANSFORMATION

likeminded people and industry peers. Our virtual conferences bring together people from different geographical areas and

Connecting with Peers Networking is one of the main reasons to attend a conference, enabling you to virtually communicate with like-minded 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.

industry sectors from the comfort of their own workspaces, who share a common discipline or interest.

Our exciting industry leading networking event app powered by ‘Cvent Crowd Compass’ provides the perfect platform to deliver interesting event content, 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.

Application run by:

Connecting with Content After all ‘Content is King’, making it simple to actively participate in session discussions with real-time engagement features. Directly connect your social media profiles to the event app for easy posting, sharing, and connecting with other attendees, displaying social updates in real-time.

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

Convince your Boss

Discover what to expect in 2020

I would like to attend the Virtual Customer Engagement Transformation Conference taking place on 24th & 25th September.

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 2 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.

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 onsite 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].

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.

Thank you for your consideration.

Click here to read the Customer Engagement Transformation 2019 Report

"A fabulous opportunity to learn and

Two Day Virtual Conference - 24th and 25th September

exchange ideas with diverse companies, I found it inspired me

The Virtual Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers.

to bring about change in my

With the unprecedented times that we’ve encountered so far in 2020, it can seem impossible to keep up with customer trends and implement a winning strategy, but those who attend the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have already transformed to suit the ‘new norm’ and are reaping the rewards of customer loyalty as a result.

Head of Customer Experience,

This year’s virtual conference will allow you to enjoy the event from the convenience and safety of your own desk. You’ll be witness to over 40 speakers delivering exclusive content surrounding trending topics across two days. With world-class case studies and networking opportunities with industry experts, you’ll log off armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.

organisation!"

Vistajet

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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 Group Events Virtual Internal Communications Conference

Virtual Customer Engagement Transformation Conference

CX Marketing Virtual Summit 2020

17-18 September 2020

24-25 September 2020

8-9 October 2020

Internal Communication focuses on promoting operative communications among employees within an organisation. It encompasses producing and distributing messages and campaigns on behalf of management, as well as easing any dialogue with those employees who make up the organisation.

With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes.

The Virtual CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights.

Employee Engagement Virtual Summit 2020

Engage Awards 2020

Customer Engagement Virtual Summit 2020

4-6 November 2020

Following on from the success of the 2019 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2020 to the International Engage Awards.

2-4 December 2020

Future of the Contact Centre Conference

Digital Workplace Conference

Employee Wellbeing Conference

12 February 2021

Our Digital Workplace Directors Forum will examine in detail how the needs of our people are changing and how and where we can equip them to cater for this workplace revolution. Failure to do this is not an option.

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2020, being held virtually from the 4th – 6th November

Contact centres remain well placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of how they choose to interact with organisations and where the so called ‘customer journey’ is ever more complex.

01932 506 300 (press 1)

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

9 November 2020

11 March 2021

tickets@ebm.media

Our flagship Customer Engagement Summit is back. Delegates will hear from 45+ speakers, and we’ll be covering the latest, hottest topics in the industry.

11 March 2021 The challenges and opportunities relating to the mental, financial and physical health related wellbeing of our people are now firmly at the top of the business agenda, alongside increasing awareness and understanding of the myriad of issues involved.

EngageCustomer.com