2012 Customer Engagement Summit Guide

Event Guide

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The only joined-up customer experience event to drive customer and employee engagement solutions, performance and profitability

SUMMIT PARTNERS SPONSORS

Join the Customer Engagement Network www.customerengagementnetwork.com Free membership with access to: • • • • • •

Latest News and Features Weekly Alerts Customer Engagement Magazine Invitations to Directors Forums Invitations to Customer Engagement Summits Network with other Customer and Employee Engagement professionals

Customer Engagement Summit

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Welcome to the first Customer Engagement Summit A warm welcome to the Customer Engagement Network’s inaugural Customer Engagement Summit, the first joinedup customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer retention, loyalty, and business performance and profitability.

The Summit includes world class case studies, presentations from leading practitioners and academics from around the globe, panel discussions, breakout sessions, top notch opportunities for high level networking with peers and an evening drinks reception with a dose of entertainment thrown in for good measure.

The Summit is effectively a ‘mash-up’ - and much, much more - of the content of our hugely successful series of Directors Forums that have run over the past two years.

The changing dynamic of the relationship between organisations, their employees and more especially their customers is already well documented. The pace of that change is being accelerated further by the proliferation of channels our customers are operating across and the fact they are more likely to voice their opinions increasingly to each other - on how we engage them across those channels than ever before.

Organisations must think long and hard about how their internal silos are impacting on their customer relationships. We need to cut across those silos where possible to focus on the needs of our customers.

We are now operating in a truly omnichannel business environment and we have to be where our customers are and offer them relevant and seamless service across those channels – otherwise believe you me they will find an organisation that does!

The chief aim of our Summit is for delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful employee and customer engagement strategies over the long term for sustainable competitive advantage. Have a great day.

Steve Hurst, Editorial Director, Customer Engagement Network

The Customer Engagement Summit is organised by the Customer Engagement Network. To join the Network (free membership) and receive Latest News and Features, weekly Alerts, Customer Engagement Magazine, Invitations to Directors Forums and Summits go to www.customerengagementnetwork.com Editorial Director: Steve Hurst steve@ictcomms.com Managing Director Chris Wood chris@ictcomms.com

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#cesuk2012 Event Operations: Fiona Parker Design: Jason Appleby Editorial Advisory Board: Dr Guy Fielding, Richard Sedley, Rod Butcher, Hugh Griffiths, Marcus Hickman, Karine Del Moro, David Cottam, James Rapinac, Crispin Manners, Professor Moira Clarke, Professor Katie Truss, Mike Havard

Customer Engagement Summit - Floor Plan

Beatrice 1 4 3

5

Catering Station

Beatrice, Victoria & Victoria Lobby

6

2

Victoria 2

1

Victoria 1

7 13 Catering Station

Beatrice 2

12

11

8

10

Entrance Lifts

Business Centre

Registration

WC

9 Stairs to Reception

To Lift

Cloakroom

Company Stand Numbers 1

Satmetrix

5

Confirmit

9

2

Gallup

6

Interactive Intelligence

10

Professional Planning Forum

3

Seren

7

ClerksWell

11

Questback

4

Pitney Bowes

8

Speakers Area

12

Thunderhead

4

Ember Services

Customer Engagement Summit - Agenda Summary 08:00

Registration and Coffee

Q&A Chaired Professor Katie Truss, Employee Engagement Specialist, University of Kent

Plenary Welcome & Keynotes: Victoria 1 09:00

Welcome: Mike Havard, Director, Ember Services Summit Chairman

Omni Channel Engagement: Victoria 2

09:10

Keynote: The Economic Outlook, Roger Martin-Fagg, Economist

14:00

09:40

Keynote: Practical Customer Experience: lessons from the real world, Qaalfa Dibeehi COO, Beyond Philosophy

Case Study: British Gas, “ The Aggregation of Marginal Improvements”, Charles Breslin, Head of Customer Service, British Gas

14:20

Keynote, Fostering a Customer Centric Culture, First Direct, Andrew Lea, Head of Banking Services, First Direct

Thunderhead.com “The End of Multi-Channel Flirting; Time for a Real Relationship”, Tom Cannon, VP – Product Management, Thunderhead.com

14:40

'Digital Service: Keeping up with the customer' Jeremy Morris, Industry Head, Google

15:00

Case Study: Experian, Customer Centricity: How to make a global initiative work in local markets, Avis Easteal, Operations Director Experian

10:10

10:40

Coffee

Stream Options:

Q&A Chaired Richard Sedley, Director, Seren

Mobile Engagement: Victoria 1 11:00

11:20

11:45

Coffee

15:30

Stream Options:

New Research Presentation: The Role of Tablets in the Consumer Sales Journey, James Fox, Head of Mobile Development & Pilar Barrio, Head of Social, Mobext

Customer Engagement in Retail & Financial Services: Victoria 1

Mobile customer care, another silo or the key to your customer relationships, Conrad Simpson, Director, Interactive Intelligence

15:45

Connecting with the connected consumer Unilever, Diageo, BBC and Sony Mobile, Chris Buckley, Director of Social Engagement, TMW

Case Study:Lessons From John Lewis, Andrew McMillan, Former Head of Customer Service, John Lewis

16:05

Case Study: LV= Put People First... and Prosper, Peter Sinden, Director of Service, LV=

12:05

Case Study: giffgaff - run by you Claire Kavanagh, Head of CRM, giffgaff

16:25

Engaging Customers in the Digital Age, James Mitton, Retail Operations Director, Shop Direct Group

12:30

Mobile Consumer - "Ensuring Mobile Engagement", Catriona Campbell, Behavioural Psychologist, Director, Seren

16:45

Case Study: Lloyds Bank, Martin Dodd, Customer Services Director, Lloyds Banking Group

Q&A

Q&A

Social Media Engagement: Victoria 2

Customer Engagement: Victoria 2

11:00

The Future of Social Customer Service, Justin Hunt, CEO, Social Media Leadership Forum

15:45

11:20

Social Customer Experience Management, Deborah Eastman, Head of Consulting on Social CEM, Satmetrix

Case Study: Philips, A culture shift to reach Customer Centricity, Veronique Tordoff, Customer Experience Leader, Philips

16:05

Next generation approaches to improving customer experience, Paul Smedley, Director, Planning Forum

16:25

Case Study: Premier Inn, Customer Insight into Action, Gerard Tempest, Director, Premier Inn & Andrew Gammage, Head of Insight, Whitbread Hotels & Restaurants

16:45

Engaging with Citizens vs Listening to Customers, Colin Adamson, Founder of SOCAP & Public Sector Engagement Specialist

11:45

Move People, Dara Nasr, Director, Twitter, former Head of YouTube

12:10

Is your social behaviour turning potential customers into ‘brand blockers’ ? Kieran Kilmartin, Marketing Director, Pitney Bowes Software

12:35

Case Study: EE, Socially enabling the organisation, Ben Kay, Head of Digital Strategy & Adoption, EE (Orange and T- Mobile)

Q&A Chaired Guy Fielding, Director, horizon2

Q&A Chaired by Dominic Graveson, Director, Spark Interactive 13:00

Lunch

Plenary Keynotes & Summary: Victoria 1

Stream Options:

17:15

Keynote: What does it mean to adopt Customer Experience as a business discipline?, Jonathan Browne, Senior Analyst, Forrester Research

17:40

Keynote: Clouds, Crowds and Autonomous Customers: Doing Business as Unusual, Dr. Nicola Millard, Futurologist, BT

Employee & Customer Engagement: Victoria 1 14:00

Engage for Success, David MacLeod, Chairman, Employee Engagement Task Force

14:25

What great engagers do that others don’t, and the resulting impact on customers, Peter Flade, Senior Managing Partner, Gallup

14:50

Networking Party

Best practices in building a successful, multi-channel Voice of the Customer programme, Claire Sporton – Vice President, Customer Experience Management, Confirmit

18:15 – 20:00

5

Drinks - Cobra beer, wine, soft drinks and canapes with Guest Speaker Lord Bilimoria,Chairman, Cobra Beer Partnership

Customer Engagement Summit - Agenda Itinerary

08:00:

Registration and Coffee

09:40:

Plenary Welcome & Keynotes:

Tired of the hearing about the “happy-clappy” side of customer experience? Customer experience is a business concept. As such it should help you make the tough decisions you face with allocating limited resources. In this light, Qaalfa gives an overview of the state of customer experience using non-Disney-esque examples.

• What verifiable role does emotional engagement play in metrics?

• What are the key aspects of a successful customer experience program

Victoria 1 09:00:

Welcome: Mike Havard, Director, Ember Services - Summit Chairman

Mike Havard Mike has had 25+ years in customer management strategy, operational delivery and leadership roles, with organisations including BT, TDG, Sitel, CM Insight and Verint. He is currently a director of Ember Services, a strategic customer management consultancy focused on financial and performance Mike Havard analysis to support customer operations strategy and investment - helping organisations to determine ‘what better is’ and being unashamedly financial in perspective. He also sits as Non-Executive Director on the Boards of other companies in the customer management arena, covering anti-fraud technologies (Semafone) and skills optimisation technologies (Silver Lining) as well as advising the Boards of major outsourcing and hosted platform providers.

Qaalfa Dibeehi Qaalfa Dibeehi is chief operating and consulting officer of Beyond Philosophy. Qaalfa is a customercentric business transformation specialist with more than 20 years of expertise in the customer experience space, which have earned him numerous industry accolades. He is a sought-after Qaalfa confidant of board level executives in a variety of Dibeehi industries ranging from pharmaceuticals, telecommunication to financial services, non-profits to healthcare. He is particularly adept at the peculiarities of customer strategy in developing markets and geographies. In addition, he helped develop an assessment tool that won the 2003 CRM Innovation of the Year award.

He also sits on the CCA Standards Council, where as a founding member, he helped establish the Global Standard for Contact Centres with the CCA. He is an Honorary Life Fellow of the IDM, where he also works as an Executive Board member on the Institute’s journal and on their Education Council. In addition to these roles, Mike also sits on the Editorial Board of the Journal of Financial Services Marketing. He has authored management textbooks in this area, and has had many thought leading papers published. Mike has been a trusted and influential advisor to many government departments in respect of customer management developments and their contribution to national economic health and effectiveness.

Focusing on helping organizations balance their commercial and service obligations, Qaalfa has held senior consumer and strategic consulting roles with a variety of organizations, including Fulcrum Analytics, Schering-Plough Pharmaceuticals and Citibank. Qaalfa has been a university professor and a keynote speaker at various conferences and industry events. Qaalfa holds an MBA in international business and management from New York University and Master’s Degrees in statistics, psychology and health administration from the City University of New York.

He is also likes to escape and do dangerous things in the mountains occasionally.

10:10: 09:10:

Keynote: Practical Customer Experience: lessons from the real world Qaalfa Dibeehi, COO, Beyond Philosophy

Keynote: The Economic Outlook Roger Martin-Fagg, Economist

In the Summit opening keynote Roger will set the economic backdrop both domestically and globally against which organisations across all sectors are operating. He will then look at the role customer engagement and service plays in the value proposition and what organisations need to do to grow market share in difficult economic times.

Keynote, Fostering a Customer Centric Culture, First Direct Andrew Lea, Head of Banking Services, First Direct

Customer engagement and service excellence are more important than ever before in a Financial Services industry wrestling with a deep mistrust of Banks, increased regulation and the impacts of a harsh economic climate.

Andrew will outline the fundamental principles and unwavering customer focus that First Direct hold dear, highlighting the engagement and service strategies that have helped to differentiate the business in such a competitive marketplace. The session will also focus on the need to respond to todays significant challenges and examine what opportunities exist to retain or regain customer trust and loyalty.

Roger Martin-Fagg Roger is a trained economist and strategy facilitator.

He began his career with the New Zealand Treasury, then back in the UK as economist to the Air Transport ITB. He taught at the Bank of England and was at the Henley Management College for 21 years. Roger is now an independent practitioner Roger Martin and is visiting faculty to Warwick and Henley -Fagg Business Schools and Ashridge Management College.

His book ‘Making Sense of the Economy’ is in its fourth reprint.

He has a reputation for clear, concise, and practical expositions of his subject and has been described as one of the few Economists with a keen sense of humour.

Andrew Lea

10:40

6

Andrew Lea Andrew is one of the founding members of First Direct having joined in the summer of 1989 prior to launch on 1 October. He has extensive knowledge of the business having held a number of different roles and currently heading up a diverse range of Operational areas under the umbrella of Banking Services.

Coffee

Customer Engagement Summit - Agenda Itinerary

11:20

Stream Options

Mobile Engagement:

At the end of last year, there were an estimated 6 billion mobile subscribers in the world. That’s 87% of the world’s population. According to researchers, smart phone shipments grew 58%, making up nearly a third of all mobile phones shipped last year. This creates huge opportunities for companies to develop new and more efficient ways to service their customers. Conrad Simpson from Interactive Intelligence will show how some of Interactive's customers exploit this significant opportunity and keep away from the pitfalls.

Victoria 1 11:00

'Engaging Customers Through Social Content' -New Research James Fox, Head of Mobile Development & Pilar Barrio, Head of Social, Mobext (Mobext, World’s largest Mobile Agency)

Research Presentation: The Role of Tablets in the Consumer Sales Journey Mobext & Socialyse, the mobile and social media divisions of MPG Media Contacts have just completed a global research project in conjunction with mobile network inMobi into the role of tablets in the consumer sales journey. The research sets out to help planners distinguish the role of desktop, mobile and tablets within the purchase funnel and is the first global study of its type conducted using mobile devices across 10,000 respondents from six different territories including the UK; France; India; USA; Japan; and Australia.

The results unearth some surprising findings including why the UK is global market leader when it comes to dual screening.

Conrad Simpson As a veteran of the customer care industry Conrad has seen customer care evolve from its earliest beginnings to the complex environment of today.

Primarily focussed in the highly regulated Financial Services and Mobile sectors he has helped many businesses (large and small) design Conrad and deliver their customer care strategies.

Simpson Described as a practitioner rather than a theorist his current role at Interactive Intelligence is primarily helping his customers manage unnecessary complexity and cost as they face the new challenges in customer care such as social networks, multimedia and cloud computing based approaches.

11:45

James Fox Digital media & mobile specialist: More than 7 years Digital Planning in Top 3 Media Agencies, the last 4 at Director level - encompassing Digital strategy & planning, with a specialized focus on Mobile strategy, as MEC's agency lead.

Connecting with the connected consumer Unilever, Diageo, BBC and Sony Mobile, Chris Buckley, Director of Social Engagement, TMW

With the continued rise of mobile and connected devices in all aspects of our lives, how are brands and organisations responding to the opportunities presented by the connected consumer? How is social, data and technology coming together on mobile and devices to change the way a brand reaches and engages its audience, whether they be employees, advocates, detractors or loyal customers.

James Fox

Clients: Lloyds TSB, Bank of Scotland, Freeview, Nintendo, Paramount, Danone, Wilkinson Sword, Energizer, Blockbuster, Chanel, Sony UK, Citroen UK, Vodafone, AXA, Eurotunnel, Reckitts Benckiser, Nielson Holidays, Diageo (Guinness), adidas, Maxxium,

Chris Buckley from London-based creative marketing communications agency TMW will be sharing his experience of how brands like Unilever, Diageo, the BBC and Sony Mobile are changing their view of marketing communications. With some useful facts and figures along the way, this is a session for anyone keen to understand how mobile and connected devices are positively and negatively impacting brands today and what's worth looking out for in the next 12 months.

Specialties: Mobile Marketing, Strategy, Planning & Media Digital Strategy & Planning, Business Development

Pilar Barrio

Mobile customer care, another silo or the key to your customer relationships, Conrad Simpson, Director, Interactive Intelligence

Pilar Barrio Over 7 years of experience in Communications, Strategy and Social Media. Proven record of leading social media and communications teams, as well as integrating social solutions within wider marketing plans. Portfolio of successful social media campaigns for global, European and UK brands.

Chris Buckley Chris is responsible for social engagement at London-based creative agency TMW. The agency works with some of the world’s leading companies and brands including Unilever, Diageo, Nissan, Sainsbury’s, Nestle and the BBC. On a global level, TMW works with Sony Mobile, Infiniti across Western Chris Buckley Europe and Brother International across Europe.

Whether it's managing the social profiles of Lynx within the UK or advising the Sony mobile team on global social engagement programmes, he has a wealth of knowledge to share on the emerging areas of social, mobile, connected devices and data.

• Understanding of wider marketing context, creative development and delivery process • Led teams of specialists across 3 different agencies • Proficiency using social monitoring technology, project management platforms and web analytics • Setting up and growing a global network of researchers and social media experts • Technical knowledge: Wordpress, CMS, social media applications, plugins and basic Html, CSS etc Specialties: Leadership, Social media, communications, strategy, creative development

With 15 years of digital and brand building experience, he has managed pan-European and global projects covering multiple aspects of engagement from employee communications to customer relationship marketing. His past clients have included IBM, Aviva, Sony and Activision. Before joining TMW, Chris ran the social brand agency Headstream which is an Alliance Partner to PwC in the UK.

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Customer Engagement Summit - Agenda Itinerary Case Study: giffgaff -run by you Claire Kavanagh, Head of CRM, giffgaff

12:05

An overview of giffgaff's unique business model and how it involves its members in all areas of its business. Touching briefly on 3 key challenges with social customer service the importance of trust, changing expectations and measuring quality.

Justin Hunt

Claire Kavanagh Claire has worked in the telecommunications industry for over 10 years working in Marketing Campaign and Loyalty roles at T-Mobile UK, Ad funded MVNO Blyk, and currently Head of Member Experience at giffgaff, responsible for communications, member get member acquisition, customer service, community, rewards and retention.

Claire Kavanagh

11:20

The consumer and his mobile - best friends. But designing with mobile in mind is often a second thought. Here's how the consumer thinks, and how to deliver the perfect mobile experience.

In her presentation, Deborah Eastman – General Manager at Satmetrix – will talk about best and worst practices in Social Media and present innovative solutions to engage customer, build loyalty and activate word of mouth.

Catriona Campbell Catriona is a Behavioural Psychologist and Director of Seren.

Deborah Eastman

Catriona’s specialised skills include: • UX Research & Strategy • Accessibility • CX • CX Strategy

Catriona Campbell

Deborah Eastman

Catriona has been involved in UX for nearly half the Top 100 FTSE, and has been responsible for researching and improving solutions for Dell, Nokia, BskyB, Barclays, Tesco, John Lewis and others. Over the last decade, she has been one of the most successful UX specialists in the field. She has been commissioned to write a book on the industry, and is hard at work on it.

Deborah Eastman leads global consulting for Satmetrix and brings extensive experience in marketing, sales and strategic business development to the organisation. Deborah has spent her career working with customers to deliver solutions that leverage new technology to drive improved business development.

Prior to joining Satmetrix, Deborah was the Managing Principal of Windward Solutions, providing advisory services to business-tobusiness marketing professionals. Previously, she was Executive Vice President of Sales & Marketing and Chief Marketing Officer for Biz360, an information services company that provides market intelligence to marketing professionals. Before joining Biz360, Deborah served as Vice President and Managing Director at BearingPoint (formerly KPMG Consulting).

She was voted one of the Top 50 most influential people in the Internet Industry by Internet Magazine (2002) and Top 100 individuals to be recognised for contribution to the development of the internet over the last 10 years by NopWorld & E-Consultancy (2004). In 2007, Netimperative recognised her achievements be nominating her for a lifetime achievement award. In 2012 Catriona was Inducted as one of the 20 inaugural inductees to the UK Digital Hall of Fame for services to Digital Design, Accessibility and UX.

11:45

Move People Dara Nasr, Director, Twitter, former Head of YouTube

The presentation demonstrates how Twitter can drive campaigns further and faster. It shows how advertisers have harnessed the platform in innovative ways to amplify their brand message and earn the love of their customers.

Q&A

Social Media Engagement: Victoria 2 11:00

Social Customer Experience Management Deborah Eastman, Head of Consulting on Social CEM, Satmetrix

In the age of the internet and the boom of social media, the power of word of mouth has become exponential. One poor customer experience can go viral in a minute and have longterm consequences on your brand. It also represents a signification opportunity to spread good news and activate positive word of mouth. Most companies see social media as a new broadcast channel, creating a disconnect between you and your customers. Fortunately, solutions exist to help you understand, manage and leverage social media.

Mobile Consumer - "Ensuring Mobile Engagement" Catriona Campbell, Behavioural Psychologist, Director, Seren

12:30

Justin Hunt Justin is founder of The Social Media Leadership Forum (www.socialmedialeadershipforum.org) and It’s Open (www.itsopen.co.uk), a leading independent social media consultancy focusing on external and internal social media communications.

Justin has worked as a new media commentator for The Guardian and has written about new technology for The Financial Times

The Future of Social Customer Service Justin Hunt, CEO, Social Media Leadership Forum

How is social media impacting on traditional customer relations? How can companies use social technologies to deliver better customer service? What are the best techniques for creating powerful customer advocates?

What new kinds of relationships are being forged with customers in social networks?

Dara Nasr

Dara Nasr Dara joined Twitter in November 2012 as Head of Agency Sales. He previously worked at Google for 5 years where he has most recently overseen key agency relationships for YouTube and Display which led to significant revenue growth. Prior to Google, Dara worked in in the TV media market, leading teams initially at Flextech Television and later Eurosport.

He is married with two girls, lives in Beaconsfield, plays golf badly, cycles slowly and is addicted to TV boxsets.

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Customer Engagement Summit - Agenda Itinerary

12:10

Is your social behaviour turning potential customers into ‘brand blockers’ ?

Kieran Kilmartin, Marketing Director, Pitney Bowes Software

Stream Options

Employee & Customer Engagement:

Organisations plan to spend 25% of their marketing budgets on social media in 2013, but is this enthusiasm matched by consumers’ view of social media marketing?

Key findings from our research on marketing effectiveness show that organisations are at risk of inadvertently converting potential customers into ‘brand blockers’ as a result of irritating online behaviour. Join our presentation to hear more key findings from this paper and what measures your organisation should take in order to create a positive online experience.

Victoria 1 14:00

David will outline the context for the topic of employee engagement, talk about one issue to be conscious of when addressing it, remind us of the four enablers that the most effective companies are harnessing and finally update the conference on the work of the Employee Engagement Task Force.

Kieran Kilmartin Kieran has accumulated a wealth of experience in over 20 years in the software industry. Having worked in software development, consultancy and marketing Kieran’s expertise stretches from data management, analytics, business process management through to CRM and marketing Kieran automation. He joined Pitney Bowes in 2010 Kilmartin through the acquisition of Portrait Software. Today Kieran heads up marketing for Pitney Bowes Software in EMEA. Prior to 5 years with Portrait Software in product strategy and marketing roles Kieran has held senior marketing roles at TIBCO software and Staffware in the field of BPM. Kieran has also enjoyed successful roles at content management provider Mediasurface as well as database vendors Oracle and Sybase. He has a BSc in Geophysics and started his working life as a seismologist in the Middle East and Far East. He is married with 2 daughters and lives in Berkshire, England.

12:35

David MacLeod David has a portfolio of responsibilities. This includes being a Non Executive Director of the Ministry of Justice. He is a visiting Professor of the Cass Business School and a Fellow of the Ashridge Business School. He is also an associate of the Institute for Government and a fellow of the Institute David of Marketing. He has co-authored a book called The MacLeod Extra Mile on the theme of how to engage your people to win and is co-author of the MacLeod Report to Government called Engaging for Success. David is Chair of the Government sponsored, employer led Task Force on Employee Engagement launched by the Prime Minister at Number 10 in March 2011.

Case Study: EE, Socially enabling the organisation Ben Kay, Head of Digital Strategy & Adoption, EE (Orange and T- Mobile)

14:25

What great engagers do that others don’t, and the resulting impact on customers Peter Flade, Senior Managing Partner, Gallup

Organisations that manage the employee-customer encounter effectively can achieve meaningful and sustainable competitive advantage. Peter will reveal Gallup’s insights about what companies that are great engagers do differently, and how this engagement is channelled to create powerful connections with customers.

Many people are still asking whether and how they should get involved with social media platforms, equally many have already taken the first few steps. In this session Ben Kay will share his experience in engaging customers through social, and how at EE he is taking the experience forward. To socially enable the business.

Ben Kay Organisational leader with the ability to assimilate complex concepts, and translate them into creative actionable, achievable activities • Ability to engender passion in others to achieve organisational goals • Obsession to deliver commercial value whilst Ben Kay relentlessly putting customers at the heart of everything we do • Broad experience of operational, tactical and strategic delivery of marketing, customer experience, and customer service improvements balanced against organisational commercial objectives • Demonstrable ability to influence at senior levels, build relationships across all operational functions and 3rd parties • Creative and dynamic professional with a track record in rapidly adjusting to (and thriving in) changing markets to meet the needs of the organisation

Peter Flade

Peter Flade Peter Flade is a Senior Managing Partner with Gallup and a member of the Executive Committee.

Peter is based in London and oversees the European region. Gallup is a global research-based consultancy in applied behavioural economics that helps leaders at every level of business, government and society improve organisational performance by understanding the voice of their constituencies.

Peter works with executive teams to help deliver change. He has published articles in this arena and is a regular presenter at client partner meetings as well as conferences. Prior to joining Gallup, Peter worked in retail management for the Dixons Group (DSGi) and holds degrees from the University of Kent and LSE; he is currently studying at TRIUM. He is fluent in English, Dutch, and Greek and speaks conversational French.-

Specialties: Customer Service, Customer Experience, Self Service

Q&A Chaired by Dominic Graveson, Director, Spark Interactive 13:00

Engage for Success David MacLeod, Chairman, Employee Engagement Task Force

Lunch

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Customer Engagement Summit - Agenda Itinerary 14:50

• In the digital era, the way you build and manage customer relationships has changed • Organisations need to think beyond the outdated models of channels and technologies and start thinking about the broader customer journeys and relationships • A different technological approach is needed to manage customer journeys through different touchpoints and business processes, in order to maximise the relationship potential of each customer

Best practices in building a successful, multichannel Voice of the Customer programme Claire Sporton – Vice President, Customer Experience Management, Confirmit

• Find out best practices to help you design, launch and run your customer experience programme.

• Discover practical ways and insider tips to ensure ROI. • Learn about the latest research to support your internal efforts.

• Hear inspirational success stories from companies like yours.

Claire Sporton Claire is VP of Customer Experience Management for Confirmit. Having specialised in customer feedback for over 15 years, Claire has run her own programmes in the Financial Services sector, and more recently with technology / consulting providers supporting a wide range of Fortune 500 Claire Sporton companies in improving their customer experience.

Claire is passionate about getting feedback into the hands of people who can make a difference to the end customer and of course to the bottom line.

Tom Cannon

He held a wide range of global and domestic roles at HSBC, including leading the UK bank's next generation banking programme, Head of Digital at HSBC Canada and Global Digital Lead, where he was focused on web, mobile and social strategy for the HSBC Group.

Tom joined Thunderhead.com in 2011, where, as VP of Product for Customer Experience, he is able to fully indulge his healthy obsession with using data to improve customer experience and build relationships through digital touchpoints.

Q&A Chaired by Professor Katie Truss, Employee Engagement Specialist, University of Kent

Omni Channel Engagement:

14:40

Victoria 2 14:00

'Digital Service: Keeping up with the customer' Jeremy Morris, Industry Head, Google

Increasing customer demand for web self service, compounded by escalating call volumes in some industries, is requiring brands to provide an improved customer experience across digital. This presentation will look at some of the options and case studies to deliver great digital service.

Case Study: British Gas, “ The Aggregation of Marginal Improvements” Charles Breslin, Head of Customer Service, British Gas

Jeremy Morris Lots of years spent working in the Telcoms industry across mobile, internet and TV sectors. My first job was in a mobile start up in Panama and after spending several years in Madrid I've been UK based working for Orange and Sky in marketing and sales roles. I joined Google in December to head up the Jeremy Morris Telecoms industry team. I also spend my time happily chasing after 2 (not so) small children and my most challenging job to date is learning how to coach my son's U8 football team!

A look back at the journey British Gas has been on in terms of customer services and employee engagement and how the two became inextricably linked. A review that showed simplicity was key and how many of the problems are self inflicted and it’s the ability to recognise this that allows you to change.

Charles Breslin Charles has worked in Banking for over 20 years as well as being a key contributor in the early days of the contact centre Industry. Charles won a number of Industry awards whilst at Churchill Insurance and in his time at Capita helped set up the BBC Information call centres. He won employer of the Charles year whilst M.D. in Scotland and recently has picked Breslin up the Lifelong Learning award from Leeds University as well as being recognised for his innovative Charity work by Clarence House.In British Gas Charles introduced video agents as well as being the leading contributor to the ground breaking Prospero project.

14:20

Tom Cannon Tom has been working at the intersection of technology, UX and marketing for over 14 years.

Early in his career he helped launch some of the UK's first and most innovative internet, TV and mobile banking services, including partnerships with Yahoo, Sky and the BBC.

15:00

Case Study: Experian, Customer Centricity: How to make a global initiative work in local markets, Avis Easteal, Operations Director Experian

While Executive sponsorship is essential to delivering improved customer experience, local engagement is key to delivering real value.

This presentation will explore the challenges, cultural differences and tactical actions that are needed move an aspiration into sustainable valuable change.

Thunderhead.com “The End of Multi-Channel Flirting; Time for a Real Relationship” Tom Cannon, VP – Product Management, Thunderhead.com

Avis Easteal Avis runs the Experian Digital Operations teams & has UK wide responsibility for the Marketing Services Customer Experience programme. This is part of the UK and Global Client Centricity programmes. She ensures that the technology, deployment, creative, service, account management, and support teams deliver to customers and consistently improve standards. Avis is a member

Relationships are core to businesses, yet the complexities of managing interactions across a growing range of digital touchpoints drives disjointed and interrupted experiences, making it increasingly difficult to maintain quality relationships with customers.

10

Customer Engagement Summit - Agenda Itinerary of the Experian Marketing Services Leadership team and works closely with the other Experian country heads. Avis has been with Experian for 16 years in a variety of roles including business consultancy, technical development, and sales. She previously ran the Experian CheetahMail, Background Checking and Insurance business. Avis Avis Easteal has over 25 years experience in the information services industry. Prior to joining Experian she worked at Equifax and Infolink.

Peter Sinden

Peter has lead his team to many successes in the last 6 years, as LV= has grown to become the UK’s fourth largest car insurer.

Among the high points have been winning the much prized National Customer Service award for ‘Customer Service Contact Centre of the Year’ two years running – the first time any company has won it twice. In addition, his trophy cabinet also hold 5 other high profile industry awards from 2010, and 5 (so far!) this year.

Q&A Chaired by Richard Sedley, Director, Seren 15:30

Coffee

Customer Engagement in Retail & Financial Services:

On a personal note Peter remarried in 2009, has 2 teenage children and lives in Bournemouth. He’s a keen music and football fan, enjoying Soul, Jazz, Funk and Man Utd in equal measure!

Victoria 1 15:45

Peter Sinden Before joining LV= Peter worked for Lloyds TSB for 25 years, his last role running their Insure Direct business for 5 successful years. He then followed his enthusiasm for customer contact and took a role running sales for LV= in 2005. This role expanded in 2007 and Peter is now the Director of Sales & Service, leading 1000 staff across 4 sites.

16:25

Case Study:Lessons From John Lewis, Andrew McMillan, Former Head of Customer Service, John Lewis

Engaging Customers in the Digital Age James Mitton, Retail Operations Director, Shop Direct Group

• How is the growth of the digital age changing the way customers want to engage with businesses (and how is it not!)?

• What have we learned about some of the digital “dos” and digital “don’ts”?

• Where do the challenges lie ahead?

Andrew McMillan spent 28 years working for the department store group, the last eight of which he was responsible for the quality of customer service delivered in the shops and call centres. Andrew will talk about customer engagement within the context of the whole customer experience and reflect on the key elements that need to be in place in any business to deliver a consistent level of customer engagement. He will illustrate his approach with examples from his existing clients and from his time at John Lewis.

James Mitton James Mitton works at Shop Direct Group, the UK’s leading at home and online retailer, where he is responsible for Retail Operations, including customer experience, Business Planning, Brand Operations and the relationship with some of our key suppliers.

James has worked in SDG for 6 years in a variety of James Mitton roles that included leading a Group restructure, Director of Operations Planning and MI, Contact Centre transformation, Group Complaints and Customer Service.

Andrew McMillan Andrew started his career as a management trainee with the John Lewis Partnership. He quickly moved up through the management ranks and led a number of selling teams and then moved to the head office to take charge of the department stores’ customerAndrew centric Intelligence Team. They act as an internal McMillan business consultancy reporting on competitive strategy, product differentiation and value, catchment area demographics for new branches and customer service.

Prior to joining SDG, James worked at Capital One Bank for 5 years in Customer Service, including heading up the outsourcing of contact centre services. James started his career working for Boots Group, in Buying, before working in Africa for an NGO and then moving into financial services to run branches for Nationwide (DBS).

James holds a degree in Business from Leicester Business School

In 2000 Andrew was asked to lead on customer service for the department store division. The role not only saw him manage chain-wide customer complaints but develop JLP’s market-leading culture and attitude towards customer service and sales with the 20,000 customer-facing Partners.

16:05

16:45

Case Study: Lloyds Bank Martin Dodd, Customer Services Director, Lloyds Banking Group

Effective Root Cause Analysis for Business and Regulatory Success Understanding what your customer wants is ultimately the key to delivering a world class customer service as it allows you to build your business around your customer’s key moments of truth. Effective Root Cause Analysis enables a business to pinpoint where customer expectations are not being met or where there is a business risk in order to rectify these through a rolling programme of change delivery and to make sure that the benefits are realised and sustained. This results in less complaints and ensures that the right outcome for the customer is achieved faster and customer experience is improved

Case Study: LV= Put People First... and Prosper, Peter Sinden, Director of Service, LV=

• Find out how LV = has achieved some amazing results by putting its people at the heart of the business • Hear how to drive continuous improvement by listening to the people who are talking to your customers • Learn how engaging with staff can pay huge dividends • Discover how to embed company values • Get tips on how to achieve all this while reducing cost expenses

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Customer Engagement Summit - Agenda Itinerary

Martin Dodd Since joining Lloyds Bank in 1987, Martin has held a variety of roles giving him a breadth of skills and experience across Lloyds Banking Group.

Martin Dodd

He has had several roles in the Retail Network from frontline branch based up to Regional Director level, where he took Eastern Region from bottom nationally in Q3 2008 to top nationally on sales and income measures by the end of 2009.

Paul Smedley

Paul established the training, best practice, membership and awards programmes of the Forum and is rated highly for creating enjoyable, interactive training events and seminars. He has presented at conferences and seminars nationally and internationally and has tutored with Lancaster University Management School.

Martin led Operational Service Centres and then moved into Head Office to become the Head of Customer Service followed by the Customer Service Director for UKRB. Martin then moved into Telephone Banking as Operations Director and later Strategy Director. Martin was appointed as Group Customer Services Director in September 2010, where he is in the process of transforming Complaint handling across Lloyds Banking Group.

He is a member of the Institute of Directors, the Institute of Direct Marketing and the OR Society. In 2010 he was awarded the prestigious Lifetime Achievement Award at the European Call Centre and Customer Service Awards, following nomination by his industry peers.

Q&A Chaired by Guy Fielding, Director, horizon2

Customer Engagement:

16:25

Victoria 2 15:45

Case Study: Philips, A culture shift to reach Customer Centricity Veronique Tordoff, Customer Experience Leader, Philips

Case Study: Premier Inn, Customer Insight into Action Gerard Tempest, Director, Premier Inn Andrew Gammage, Head of Insight, Whitbread Hotels & Restaurants

In Whitbread our vision and belief is that the customer is at the heart of everything we do, highly engaged team members deliver great customer engagement which results in improved shareholder value. In our session we will cover how we have applied this in Premier Inn with some practical examples of improved performance as a result of applying this approach and belief.

Philips has engaged a company-wide transformation program Accelerate! last year and one of its central elements is Customer Centricity. This holy grail will be reached by several step changes to our internal organization: 1) making the communication line between Global Product Divisions and Country Organizations more effective, resulting in an increased local relevance; 2) thoroughly following up and acting on customer feedback as part of our regular processes; 3) translating what it means to be consistently customer-centric to all employees in their own language and culture.

Veronique Tordoff After several years working in the Pharmaceutical Industry in various Marketing positions in France, I started my international career at Philips in the Netherlands, in the Healthcare sector as Market Intelligence professional. I completed my knowledge of the global Medical Devices industry in Philips Veronique Japan, before embracing the Customer Experience Tordoff discipline. I joined Philips UK in October 2011 and I am responsible to accelerate the change of Philips in the UK to become a more customer-centric company.

16:05

Paul Smedley Paul Smedley is Founder and Chair of the Professional Planning Forum, responsible for the strategic development of our best practice programmes, the popular annual conference and the prestigious Innovation Awards. He is also championing our work with the Public Sector, on Customer Strategy and on Customer Quality Management.

Gerard Tempest

Gerard Tempest Gerard has spend the last 16 years in the travel industry in a number of senior marketing positions including Director of Marketing for Thistle Hotels, where he established the brand as the leading domestic full service hotel brand in the UK. Gerard joined Whitbread in 2003 as Director of Marketing responsible for the UK & Ireland Marriott business, where one of his main achievements was repositioning Marriott in the UK as a leisure brand.

In November 2005, Gerard moved internally within Whitbread taking up the role of Marketing Director for Premier Inn, the UK’s largest hotel brand with currently 614 hotels.

Andrew Gammage Andrew has worked for Whitbread for the last 10 years and is currently the Head of Quality & Insight for Whitbread Hotels & Restaurants;

Next generation approaches to improving customer experience Paul Smedley, Director, Planning Forum

The purpose of his role is to lead Whitbread’s Customer & Team insight Strategy, key responsibilities include; ensuring that all Brands have robust Brand Standards that are thoroughly audited. Measuring Customer feedback through a Customer satisfaction programme that surveys over 90,000 Guests per month, using this insight to influence business strategy and managing the Customer & Web relations Team. Managing Team research programs to gather feedback from 40,000 employees that drive business strategy and maximise Team engagement.

Andrew Gammage

Empowered consumers, captivated by Web 2.0 and social media, need something radically different from a truly customer-focussed enterprise. Explore how we jump a generation in planning end-to-end service and breaking down organisational silos that get in the way of customer engagement. Pick up the new trends by understanding how early adopters are shaping the future in award winning operations at Scottish Widows, Motability, Appliances Online, Autoglass and Portsmouth Housing.

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Customer Engagement Summit - Agenda Itinerary

16:45

Engaging with Citizens vs Listening to Customers, Colin Adamson, Founder of SOCAP & Public Sector Engagement Specialist

17:40

Keynote: Clouds, Crowds and Autonomous Customers: Doing Business as Unusual, Dr. Nicola Millard, Futurologist, BT

A perfect storm is forcing organisations to do business as unusual. Customers are often moving faster than the organisations that both serve and employ them.

Technology infrastructure is evolving to enable organisations to go into 'the cloud' and virtualise. The contextually aware internet (enabled by smart devices) is creating autonomous, omni-channel customers. Customers are sometimes shutting organisations out of the conversation as service becomes crowd sourced through social networks.

Is there a difference and does it matter?

Colin Adamson Colin Adamson is a leading European specialist consultant in customer service, complaint handling and consumer affairs. He has advised government, public sector organisations as well as major companies and professional bodies in the UK and abroad.

Colin Adamson

Diversity and innovation After an initial marketing training with Lever Brothers and Associates, he worked with Consumers’ Association, then in local government and the Office of Fair Trading. He became interested in the idea of representing the customer’s interest within a business and became Consumer Adviser to a multiple retailer – the first appointment of its kind in the UK.

Based on quantitative research from the UK, US, China, Hong Kong, Singapore, India and Australia, the session looks at how traditional models of customer experience design and delivery from the contact centre and website through to the retail store and bank branch are being challenged by these emerging future customer behaviours.

He has undertaken projects to improve customer service and complaint handling with companies in the EC, Eastern Europe, Australia and the Far East in the areas of customer response and service quality. In the UK he organised a series of research studies for a number of Ombudsman offices. He is a founder member and past Chair of the Society of Consumer Affairs Professionals (SOCAP). He currently serves on the Board of SOCAP in Europe.

Dr. Nicola Millard

Q&A

Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work.

Closing Keynotes/ Chairman’s Summary:

Networking Party

Victoria 1 17:15

18:15 – Networking Party, Cobra beer, wine, soft 20:00: drinks and canapes with Guest Speaker Lord Bilimoria,Chairman, Cobra Beer Partnership

Keynote: What does it mean to adopt Customer Experience as a business discipline?

Jonathan Browne, Senior Analyst, Forrester Research

Lord Bilimoria Karan Bilimoria left India for his higher education in the United Kingdom and founded Cobra Beer when he was a 27-year-old Cambridge law graduate with £20,000 in student debts. His mission: To brew the finest-ever Indian beer and to make it a global beer brand.

Customer experience leads to profits . . . but not because it makes your customers feel warm and fuzzy, and not if it’s just a slogan. Customer experience leads to profits . . . if you treat it as a business discipline. This presentation will explain:

Lord Bilimoria

• Why customer experience means billions to business — and yes, that’s billions with a “b.”

• How you can spark a customer experience transformation at your company

Today, Cobra Beer is one of the fastest-growing beer brands in the UK; it exports to nearly 50 countries around the world and has a retail-value turnover of £126 million.

Karan is Chairman of the UK India Business Council and Chancellor of Thames Valley University. He was awarded the CBE in 2004 and was appointed The Lord Bilimoria, of Chelsea, in 2006

What you need to do to adopt Customer Experience as a business discipline

Jonathan Browne

Dr. Nicola Millard Dr Nicola Millard is a customer experience futurologist with BT. Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken).

Jonathan Browne Jonathan serves Customer Experience Professionals. He examines the best practices of companies creating groundbreaking customer experiences online, including the mobile Web and new Social Computing channels. He leads Forrester's research in Europe on interactive design agencies and personas.

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Customer Engagement Summit - Sponsors Profile Thunderhead.com is a leading provider of enterprise solutions for customer experience management. The Thunderhead.com ONE Engagement Platform is a suite of SaaS solutions that fundamentally change the way businesses engage with their customers, employees and partners. ONE helps brands intelligently engage with their customers across all touchpoints and manage their journeys, humanizing digital interactions, fostering deeper relationships and increasing customer insight. Some of the world’s biggest brands trust Thunderhead.com to help them build customer engagement and create enduring relationships.

With Thunderhead.com, businesses have more power to drive revenue, brand strength, and differentiation through superior customer experience. Thunderhead.com serves its global customer base from offices located in North America, Europe and Asia Pacific. See: www.thunderhead.com.

Gallup delivers forward-thinking research, analytics and advice to help leaders solve their most pressing problems. Combining more than 75 years of experience with its global reach, Gallup knows more about the attitudes and behaviours of the world's constituents, employees and customers than any other organisation. Gallup consultants help private and public sector organisations boost organic growth through measurement, strategic advice and education. Gallup's 2,000 professionals deliver services at client organisations, through the Web and in more than 40 offices around the world.

We are global in our presence and impact. Our focus on solving the world's foremost problems means our clients benefit from working with top experts - not just on a particular topic or subject, but also in their particular country, region, industry and marketplace. Combining our people's knowledge and our company's science, we provide our clients with real solutions to their most pressing problems.

Thunderhead.com; Remarkable software for business users.

Memorable experiences for your customers.

James Rapinac: E: James_Rapinac@gallup.com www.gallup.com/region/europe.aspx

www.thunderhead.com Interactive Intelligence Group, Inc. is a global provider of contact centre automation, unified communications, and business process automation software and services for midsize to large organisations. Founded in 1994 and now backed by more than 4,500 customers worldwide, Interactive Intelligence is profitable and debt free with annual 2011 revenues of $209.5 million. For the contact centre as well as the enterprise, our standards-based IP platform unifies every aspect of your business.

Contact Centre - Cloud based, or on-premise, get everything your contact centre needs to offer consistent, world-class service in a single pre-integrated application suite.

Confirmit enables organizations to develop and implement Voice of the Customer, Employee Engagement and Market Research programs that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial and operational data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Confirmit has 350 employees and is headquartered in Oslo, with offices around the world.

Unified Communications - Support your users with a single allsoftware, SIP-based IP PBX application suite that easily integrates with your existing business applications. Business Process Automation - A unique and cost-effective solution for process automation and management running on a single platform.

www.confirmit.com

www.inin.com E: infor.uk@inin.com T: 01753 418845

Ember Services provides customer management consulting and analytics services.

Pitney Bowes Software is a wholly owned subsidiary of Pitney Bowes Inc. and is the software division that provides the technology and services that enable organisations to have lifetime relationships with their customers. Our proven solutions enable organisations to engage with each of their customers as individuals and to connect every customer communication ‐ outbound, inbound, marketing, sales or service ‐ into an ongoing dialogue where customer insight and understanding forms the basis for each and every interaction. We help organisations enhance the lifetime value of their customer relationships through a suite of innovative and compelling capabilities that integrate data management, location intelligence, sophisticated predictive analytics, rules based decision making and cross‐channel customer interaction management. Together with PBS, organisations can achieve more valuable & long standing customer relationships built on trust, relevancy and outstanding customer experiences as well as delivering significant operational efficiencies for enhanced profitability and shareholder value. www.pbsoftware.eu/uk

Ember was founded on the principle that the best business decisions are based on hard data.

So, in every consulting project we will identify not only how to make your business better, but how much you stand to gain by doing so. We are unashamedly financially focused in our support of customer strategy and operational delivery.

This approach is complemented by our hands-on expertise and practitioner experience in multi-channel customer management and a collective 100 + years experience in performance-focused business consulting. Ember’s Managed Analytics Service provides comprehensive speech, text and social analytics on-demand. There is no expertise required or license fee to pay. It’s fast to deploy so we’ll quickly tell you what’s happening in your customer operations and what you actions you need to take.

Find out how Managed Analytics can provide a fast track to actionable customer insights. Call us today on 020 871 9797.

Managed Analytics from Ember: Fast. Affordable. Insightful. www.emberservices.com

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Customer Engagement Summit - Sponsors Profile

QuestBack is the European market leader for enterprise feedback management and offers survey and feedback software for online market research, social CRM, customer experience management, and HR management. QuestBack’s software solutions provide companies with reliable insights for making successful business decisions.

Satmetrix is the leading provider of cloud-based customer experience software for companies worldwide. As co-developer of the industryleading Net Promoter® methodology, our applications deliver full process support to help companies reduce customer churn, mobilize loyal promoters, generate more powerful insights, and drive customer obsession through accountability. For nearly fifteen years we have focused on helping companies build profitable, sustainable growth through more loyal customer relationships. Satmetrix offers the only cloud-based applications focused solely on Net Promoter success. Each product offering helps you engage with your customers and take action on their feedback to build stronger customer loyalty. No matter your industry or company size, you’ll find a product for your company’s needs.

QuestBack has reported double-digit annual growth rates since it was founded in 2000. The company is headquartered in Oslo, Norway. QuestBack has subsidiaries in 17 countries and over 4,000 customers across all industries.

Justyna Sobkowicz E: Justyna.Sobkowicz@questback.com www.questback.co.uk

Tom Viart, Marketing and Operations T: +44 (0)845 371 1051 E: tom.viart@satmetrix.com www.satmetrix.com

Seren is a new breed of multichannel customer engagement consultancy formed through the merger of Seren Partners and Foviance in August 2012.

We have built our services around three ways to help our clients. We RESEARCH and understand customers, ensuring our clients don’t have to guess, we blueprint and DESIGN interactions, creating experiences that are distinctive, and we MEASURE and optimise, to ensure the customer experience is both valuable and continually improving. We are trusted by some of the world’s best brands including: Barclays, Vodafone, ITV, Ladbrokes, Dell, Tesco, Everything Everywhere, Sky, John Lewis, De Beers, O2, Nokia, Samsung, Microsoft…

Seren: E: richard.sedley@seren.com T: 020 7749 2549

Summit Partners ClerksWell are a leading Sitecore specialist partner based in London. They implement the full range of Sitecore products and specialise in user experience and engagement. ClerksWell are experts in technical planning and integration, offering a range of support, health checks and troubleshooting services. They work collaboratively with businesses to maximise their investment and optimise digital marketing. We also offer simple implementation of intranets, with EasyShare, our business ready intranet solution based of SharePoint 2010.

Professional Planning Forum is an independent industry body established in 2000, we promote best practice and effective planning in customer contact operations. We work in all sectors to provide strategic advice and best practice support for managers and to offer specialist training and accreditation for planning and analysis.

Facilitating nine communities of best practice, which can be accessed from the buttons to the left of this webpage, our aims are to:• Establish professionalism in planning and analysis across all customer contact operations.

• Promote best practice benchmarking as a planning methodology that every manager needs to embrace.

• Offer year-round advice and support for our members.

• Provide specialist training, qualifications, standards and accreditation.

• Work with industry leaders to champion the needs of our members and encourage innovation.

Nina Anderson E: n.anderson@clerkswell.com T +44 (0) 20 7689 8800 www.clerkswell.com

The Planning Forum run the Customer Strategy and Planning conference, attended by over 650 senior managers, planners and analysts to be held in Warwickshire on 29 – 30 April.

T: 0333 123 5960 E: paul.smedley@planningforum.co.uk www.planningforum.co.uk

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The only joined-up customer experience event to drive customer and employee engagement solutions, performance and profitability.

From the organisers of the hugely successful Directors Forums series and the Customer Engagement Network a Summit providing customer engagement and employee engagement insights and profitable solutions across all channels

r e nt m e 13 o t em 0 s r 2 g u e C ga it tob m Oc on n E m 23 nd Su 22- Lo

Directors Forums Programme for 2013: The Customer Engagement Network series of Directors Forums are rapidly establishing themselves as ‘must attend’ events for senior executives working in the customer space who are looking for winning customer and employee engagement strategies.

• February 14th Customer Feedback • March 20th Customer Engagement in Retail Sector • April 24th B2B Customer Engagement • May 23rd Mobile Customer Engagement • June 13th Customer Engagement in Financial Services • July 17th Customer Engagement in the Public Sector • September 19th Employee & Customer Engagement • November 7th Social Media Customer Engagement • December 5th Omni Channel Customer Engagement To be confirmed: Customer Engagement for Sales & Marketing

For Sponsorship opportunities contact: Chris Wood

For Speaking opportunities contact: Steve Hurst

E: chris@ictcomms.com

E: steve@ictcomms.com

Tel: 01932 340367 M: 07775 604011

M: 07545 088407

Customer Engagement Directors Forums and Summit are organised by

www.customerengagementnetwork.com