2019 CX Marketing Summit Preview Guide

MARKETING SUMMIT 2019 T H U R S DAY 1 3 J U N E VICTORIA PARK PLAZA, LONDON

Discover how the Marketing Function is Playing an Increasingly Important Role in CX

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CxMarketingSummit.com

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

What to Expect Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand.

For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy.

VIEW 2018 HIGHLIGHTS VIDEO

The 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, which leads to tailored, personalised offerings that attract and retain a loyal customer base.

The day will provide a survival guide for CX as we discuss topics such as how we can use service design to break down business silos, how we can build a better CX using an inside-out model, the new technologies that can transform engagement, how to master digital advertising in the machine age, how we need to stop thinking channels and start thinking journeys, the use of VOC in marketing, and what the era of omnipresent experience means for you.

The organisations sharing their stories at the Summit are seeing a more seamless CX being created as a result and, by joining them, you’ll be able to reap the same rewards.

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Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Plenery Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs.

All themed around service innovation. Using customer hubs as a milestone towards full digital competency. Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience.

Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

The Future of Marketing is Bright - A View by Professor Malcolm McDonald Professor Malcolm McDonald, Professor Of Marketing, Cranfield University This keynote will spell out the great future to be enjoyed by our profession, providing we know of the advancing tide of technology and how it will change the role of marketing. If we embrace this technology, however, we have a fantastic opportunity to understand our markets and our customers more intimately. Even more important than this is the need to use technology to help us create value for customers and other stakeholders. This keynote will spell out the great future to be enjoyed by our profession providing we know what we need to do to put ourselves firmly back in the boardroom as the driver of strategy.

Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc.

Unlocking Your Hidden Experience to Drive Value (£) Colin Shaw, CEO & Founder, Beyond Philosophy LLC There is a big difference between what Customers say and what they do. The irony of moving your Customer experience to the next level is that sometimes you should ignore your Customers and focus on your ‘hidden’ experience. In this presentation you will learn how this hidden experience drives most value (£) for you. Colin will inform you how to discover your hidden experience and your customers behaviour to enable you to focus on what drive most ROI.

Colin is acclaimed, by others, as being a world Thought Leader in Customer Experience and Marketing.

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LinkedIn names Colin as one of the world’s top 150 business influencers. As a result of his work Colin has now over 276,000 followers on LinkedIn. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Brand Quarterly readers voted him as one of the ‘top 50 Marketing Thought Leaders Over 50’ for two years in a row.

As a result of this and creating ROI in many of their clients, the Financial Times has recognized his company, Beyond Philosophy LLC, as ‘one of the best management consultancies in the UK’. Under Colin’s leadership Beyond Philosophy LLC has been engaged by many of the world’s most prestigious brands to help them move their Customer Experience to the next level. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology. Colin is a prolific blogger and has written six bestselling books on Customer Experience. He has appeared on CNN, BBC TV, Sky News & LBC to name a few. Colin co-hosts the highly successful podcast The Intuitive Customer. Outside of the office (and sometimes inside) Charlie takes on occasional web development projects, plays a lot of tennis, and is a singer and musician in a wedding/function band (but he promises not to start singing on stage at the conference).

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Hall 1

From “Rebuilding Trust” to “Managing Distrust” Lucian Camp, Principal, Lucian Camp Consulting

Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

Deltatre Case Study: Understanding the Customer – How Customer Insight can Drive Success in

Marketers in many fields – perhaps most of all in financial services – witter on endlessly about the need to “rebuild trust.” They couldn’t be more wrong. Lucian’s presentation will argue that rebuilding trust is a) impossible, b) unethical, c) unaffordable and d) unnecessary. Instead, he will say, we should be tackling a different challenge: managing relationships with suspicious, sceptical customers whose distrust can tip over at any moment into full-scale rejection.

Lucian has spent most of his working life as a copywriter and creative director in creative agencies, mostly in agencies specialising in financial services. He launched, chaired and eventually sold two agencies, departing from the second, Tangible, in 2012. He then launched his one-man consulting business Lucian Camp Consulting, which provides brand. marketing and communications consultancy again to clients in financial services. He speaks and writes frequently on these and related topics, and last year published his first book on the subject, No Small Change, co-written with exMetro Bank and Atom Bank chairman Anthony Thomson.

Streaming Entertainment Janis Thomas, B2C Marketing Director, Deltatre

Valpak Case Study: Importance of Brand Identity

How to use a range of sources to understand your existing and potential customers

in Going Digital – A Corporate Responsibility Josela Renardson, Marketing Manager, Valpak

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Formal & informal Reported & observed Quantitative & qualitative How deep understanding of your customers’ needs helps you identify opportunities and understand how to capitalise on them How sharing that understanding of your customer throughout the organisation can drive business success

Janis joined Deltatre, a global leader in the sport business, at the beginning of 2019.

She is an expert in using digital marketing to deliver sales and revenue growth in subscription and ecommerce businesses. She has grown diverse brands from Birchbox to Playboy. She has held senior consumer marketing roles at digital media and entertainment businesses across film, TV and publishing. Janis will be responsible for leading Deltatre’s B2C marketing. This function will help Deltatre’s sport and entertainment clients grow their direct-to-consumer streaming subscription services.

To market today, one must become an expert juggler and delegate well. Unless you’re lucky enough to have an all singing and dancing marketing department, going digital is not just a job for marketeers; it is a job for the whole business. From picking the right software, being compliant with data protection regulations, content creation and real time responses – all hands on-deck is required. So, who do you really need to engage with to gain traction and how do you get your colleagues to respond? As marketeers we know it makes sense to go digital, but in doing so it is easy to get distracted as to why we’re actually doing it. Having your brand DNA embedded in your business and understanding your business objectives is now more important than ever, as it is the glue that binds everyone to action.

Josela Renardson, Marketing Manager at Valpak Limited, is responsible for conveying complex information about Producer Responsibility Regulations and the solutions to simplify it. She is often described as a visionary, creative in her approach and always adaptable to change. Over the past 12 years, her experience includes; team management and getting stakeholders to respond, database management and analysis, project management and more recently implementing change in a business.

Josela holds a Post Graduate Diploma in Applied Management from Warwick Business School and enjoys collecting lessons learned from on the job experiences, partners, and colleagues.

Thursday 13 June 2019

CX MARKETING SUMMIT 2019 St Giles Hotel Case Study: Inspired Joy - Enhancing

Oxfam Case Study: Go Multichannel…or go Home

Guest Experience with The Human Touch

James Sutton, Audience Planner, Oxfam

Abigail Tan-Giroud, CEO, St Giles Hotel

James will talk us through how to make the shift from a product push approach to an audience pull approach. How to use insight & analytics to shape your engagement and channel plans. A test plan which says you should test, then test it again, then again, then again. How to reach the masses, then have one to one conversations with them, serving content which entertains and inspires. What it means to plan like a sat nav with a Google like algorithm and how Oxfam has taken this approach to their summer activity across, digital, festivals, and shops. Products are no longer used in isolation but instead the organisation focuses on finding those emotive triggers to get their audience to know, think feel and do.

“Making the human connection central to the guest experience is a top priority at St Giles Hotels. Through careful observation and listening, we anticipate a guest’s needs by getting to the heart of what they really want in their experience…and it’s often the case that what’s not said is the most important, so we’ve made it our focus to fulfil guest requests in surprising ways that are personal, memorable and joyful.”

Abigail Tan-Giroud is not your average hotelier, because apart from being born into a renowned hospitality family and having deep roots and passion for the industry, in her spare time you may find her flying a helicopter, playing the electric guitar, boxing at 6am, or doing some form of sport, riding a motorcycle, completing Tough Mudder, or most likely, eating. Her youth, energy, and adventurous nature are what drive the uniqueness of the brand and company culture, as she believes that passion and excitement has to live in everything that we do, especially our work. Passion has to be nurtured, and hospitality needs to be a way of life and not simply a job. As she would put it, passion for people, and her team are her passion.

James is a marketing and branded content professional specialising in multichannel campaigns. Beginning his career in hospitality marketing before making the change to retail, James has over eight years’ experience in leading innovative campaigns.

Now managing the retail engagement plans for Oxfam’s high-street and online store’s, which has seen significant growth year on year. James will be sharing with us a few of the key elements and secrets to achieving a winning multichannel campaign.

Harrison Clark Rickerbys Case Study: The Value of IDC Case Study: Marketing’s Surprising New Role

Using Technology Smartly, Not Smart Technology

in Customer Journey Management

Elaine Haines, Business Development & Marketing Director,

Gerry Brown, Research Director, IDC

Harrison Clark Rickerbys Ltd

Leading marketing organizations are changing their go-to-market. The performance of marketing and individual marketers is now being measured not only by traditional sales funnel metrics, but also for delivering superior customer experiences. But what is the impact on marketers? IDC research reveals new insights into marketers’ customer journey management activities and emerging best practices. Join IDC CX Research Director Gerry Brown for this illuminating short presentation to find out what European marketing leaders really think and do about customer journey management – and the pitfalls marketers need to avoid.

At a time when the words trust, empathy and authenticity litter the pages of the latest leadership books and blogs how can technology continue to deliver value for marketers?

As some businesses are only just beginning to adopt technologies to improve their customers’ experience and the high street retail sector continues to be challenged by retailers’ lack of adaptation to customers’ needs do we really need yet another technology challenge for business? This session will show participants how to shift market perception by focusing on the interface between human psychology, leadership and technology rather than the tech itself. Elaine will illustrate how giving people what they want and using technology smartly (not smart technology) can shift market perception, provide new customer insight and generate sales.

Gerry has 10 years’ experience as a senior analyst and consultant in customeroriented enterprise applications and services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer experience, customer communications and cross-channel engagement. Previously Gerry was a senior analyst for Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered Institute of Marketing (CIM) on its Masters-level course in strategic marketing management. Earlier in his career Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown

Entrepreneur, marketer and commercial director Elaine Haines is a passionate lifelong learner with a commitment to disruptive technology and high growth businesses.

Whether bringing specialist marketing knowledge to her role as Marketing Director, acting as trustee on her charity boards or as mentor to founding entrepreneurs, she brings energy, experience and insight from many sources along with total commitment to the projects and teams she leads. A fellow of the Chartered Institute of Marketing, she started her career with Deloitte, Haskins & Sells, worked on the board of several Cambridge based high technology companies, led Enterprise & Entrepreneurship at the University of Gloucestershire and since 2017 has been Business Development & Marketing Director for Top 100 UK Law firm, Harrison Clark Rickerbys.

Thursday 13 June 2019

CX MARKETING SUMMIT 2019 Darlington Building Society Case Study:

BT Group: Moving from Campaigns to

Influencing Business Performance by Refreshing

Customer Journeys

a Traditional Brand

Tom Belt, CX Lead, Wunderman & Rob Curran, Chief Experience

Caroline Darnbrook, Director of Products and Marketing, Darlington Building Society Find out how a traditional Building Society understood the future business challenges it faced and used the positioning of its brand to support a thriving future whilst remaining true to its values and ethos. Learn about the business outcomes following the repositioning and the plans for the future.

Caroline is the Director of Products and Marketing at Darlington Building Society.

Caroline joined the Society in 2014 after spending 16 years working for Clydesdale and Yorkshire Banks. Since starting at the Society Caroline as refreshed the brand and developed both a Products and Customer Insight function. Caroline is a member of the Chartered Institute of Marketing, is an Associate of the Chartered Institute of Bankers and hold qualifications in Leadership and Management from Ashridge Business School.

Twitter Case Study: #Whatshappening?

Joe Rice, Data & Enterprise Solutions, Twitter Twitter is the world’s largest focus group, a global, public conversation where anything and everything is discussed. Insights from the hundreds of millions of Tweets sent every day can help you understand what’s happening in the world and learn about audiences important to you. Joe will discuss how to leverage this giant corpus of human thought to identify trends and changing consumer preferences and to augment customer feedback programs (VoC) and market research.

Joe leads Twitter’s Data & Enterprise Solutions group based from their London office.

His team helps organizations gain actionable insight from Twitter data and supports the ecosystem of partners that serve brands. Joe has been in the social world for eight years working with several social media related start-ups prior to joining Twitter. Past experiences include many years at Cisco and several years as a consultant, including a stint in international development where he tried to make the world a slightly better place. Joe mainly tweets about economics, politics and satire about economics and politics. Follow him @josephlrice

Officer, Wunderman Last year, Wunderman was appointed as the below the line agency for BT Group – the largest CRM account in the UK. Working across the BT consumer, BT Business and EE consumer businesses with a remit that covers direct mail, email and content creation; Wunderman focuses on working with BT to acquire, retain and grow its customer base.

Today, we are on a journey towards transformation of all of BT’s communications by better understanding and supporting customer journeys. Wunderman Customer Experience experts, Robert Curran and Struan Wood will share their approach that saw them analyse over 100,000 data variables, working with over 150 BT stakeholders in the process to generating over forty actionable recommendations to improve the customer experience and build a blueprint to create the ideal customer experience.

Tom Belt is an Experience Lead within the Customer Experience at Wunderman, London. He oversees the CX output on BT & EE including BT Group. Tom led the ‘Early Life Revolution’ program for BT where the first 60 days of being a BT customer was documented, analysed and solutions delivered to improve the customer experience.

He has continued his work with BT by building a team of experience specialists who are working across projects from supporting BT to implement Ofcom regulations to digital transformation initiatives for BT’s Global Services arm. In his previous roles he has supported digital agency Dare to develop their experience focussed capabilities.

This included defining the experience strategy for Vision Express, designing the digital experience for how EE customers upgrade their phone and working in South Africa to transform Investec’s digital real estate. After completing his Master’s Degree at Hyper Island, otherwise known as the ‘digital Harvard’, Tom has fostered an ongoing working collaboration with the school. He continues to mentor students and is an ‘Industry Leader’ within their Business Transformation module. Tom also lives an active lifestyle outside of work. He enjoys an annual pilgrimage to the Lake District in the North of England and helps to support his partner’s personal training business.

Rob Curran is Chief Experience Officer at Wunderman Thompson advising clients such as Selfridges, BT and EY on how to design — and build — the best possible experiences for their customers and stakeholders. Rob has been building digital experiences for his entire career, first helping Groupon deal with being one of the fastest growing start-ups in history, and subsequently working in strategy and UX roles at top digital consultancies and digital agencies including RAPP and Reading Room; producing research, developing effective experiences and consulting on UX strategies. In these roles Rob has combined a background in strategy and consulting with a passion for building compelling and influential experiences for users.

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Hall 2

Hearst UK Case Study – From Print to Media Sophie Wilkinson, Head of Editorial Operations, Hearst UK

Chair’s Opening Remarks Helen Wilson, Global Chief Experience Officer, Ipsos Helen re-joined Ipsos in 2013, having begun her research career there more years ago than she cares to remember. She is now Global Chief Experience Officer for Customer Experience and Mystery Shopping. Previous roles include Global Chief Marketing and Communications Officer for Ipsos Loyalty and Managing Director of Ipsos Loyalty, UK. She has also led Ipsos’ CX Council, a forum for CX leaders to come together and ‘lead the industry debate’. Helen has significant CX research experience across a number of sectors, markets and customer types, but she ‘cut her teeth’ on b2b and that’s still where she most likes to roll up her sleeves. Helen is a frequent speaker, chair and judge at CX events. She is also one of the leaders of ‘Women in Ipsos’, a network aimed at supporting women to advance their careers and inspiring them to reach their full potential. Outside of work, Helen has four young daughters and a Fox Red Labrador – enough said!

Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin Lagonda Ltd Aston Martin prides itself in creating an individually crafted car to match each owner’s requirements. Gerhard Fourie explains how the brand is building an engagement plan that feels as bespoke as the brand’s hand built cars.

Gerhard Fourie is the director of marketing and brand strategy for Aston Martin and is he responsible for global marketing, CRM and the definition and evolution of the Aston Martin and Lagonda brands. Before joining Aston Martin in 2017, he was the general manager for global brand strategy at Nissan. Gerhard joined Nissan in South Africa and worked in a number of marketing and communication roles, including a two-year secondment to TBWA. He moved to Japan to work from Nissan Motor Corporation’s headquarters in 2007, heading up marketing and brand management in emerging markets. In 2011, he took charge of global brand strategy and continued to work from Japan until moving to the UK in 2013 when a satellite office was opened in London. Gerhard holds a masters degree in industrial and applied psychology from the University of Johannesburg.

Sophie will be discussing the shift from Hearst UK’s traditional print business to a media business and the focus on revenue diversification. She will explore the importance of understanding how consumers want to be engaged with – with a focus on its digital and events business as well as looking at how Hearst nurture the relationships with consumers to create new business areas whilst also maintaining the quality and integrity of our brands.

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Career began in retail (worked for Asda for 10 years in various management roles), moving into Human Resources Moved into manufacturing as Area People Manager for 3 years Moved to Hearst 6 years ago, working originally as a Senior HR Business Partner before expanding my role to cover all Editorial projects Moved fully into Head of Editorial Operations in Jan 2018. Manage the Editorial workflow system, the CMS, and all functions linked to the creation of content within our business. The majority of our business already use censhare to manage and utilise content centrally, looking at integrating our digital platforms by the end of the year.

Searcys Case Study: Marketing Guide to Survival in the High Street Jungle Anna Fenten, Head of Brand, Marketing and Communications, Searcys As Searcys’ Head of Brand, Marketing and Communications, Anna looks after B2B and B2C proposition for one of the oldest hospitality and restaurant groups in the UK. She has a successful track record of developing and implementing brand strategy that achieves business and commercial objectives. She re-launched five leading brands, including Levy UK, Sodexo Prestige and Searcys.

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

What Happens When Customer First Design Takes a Backseat Steve Kato-Spyrou, UX Architect, John Lewis Get a blow by blow account of what has been going on on John Lewis’s website Find out about the pros and cons of high level strategic decisions made about the John Lewis website. Dig in a little deeper into what customer first design is starting to look like for John Lewis.

I’m giving this talk so when leadership makes far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn’t web savvy.

Steve is helping develop test and learn thinking (that has persistent in digital for a long time) at an organizational level. He has also designed the components for the componentization of the John Lewis and Partners and Sky.com sites, in order to create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership level workshops, in order to push things forward and not just create circular debates.

Osborne Clarke Case Study: Lights, Camera, Call to Action – How to Create an In-House TV Studio and The Unexpected Benefits it Can Bring Hayley Brooksbank, Head of Communications, Osborne Clarke Like many organisations you probably have to deal with the expense, complications and time it takes to bring in external film crews when you want to create corporate videos. However good the crew, you have to find a suitable location, set everything up, book time in the diaries of your ‘on camera talent’ (which can change at the last minute) and fork out for the day even if you only need and hour. The solution that Hayley Brooksbank, Head of Communications and Brand at Osborne Clarke, had was to build a cost effective ‘always on’ in-house film studio – OC.TV. This valuable and popular resource has both and autocue enabled ‘direct to camera’ and a conversational ‘interview’ set, plus they have in-house editing capabilities. The session will explain the journey to launch and the multiple unexpected benefits. Hayley will share with you how both the internal Brand Team and the production company who set it all up, had to go on a steep and winding learning curve to get to the end result and realise her vision. The session will cover what they learned on the way and how that will help Osborne Clarke set up their second studio – OC.TV London.

Hayley has been developing brand communication programmes which deliver against business objectives for nearly 25 years. She started her career at some of the world’s premier brand strategy and design houses. After 12 years helping to develop and bring to life corporate brands for a wide range of clients including: Barclays, British Airways, Intercontinental Hotels Group, the Inland Revenue and British Heart Foundation; in 2006 she moved in-house. Since then she has been working mostly within Professional Services, with a stint at Network Rail. She has helped global business leaders and senior management teams to communicate their vision, engage employees and embed the organisational strategy. And has successfully led global marketing teams in devising and implementing multi-channel B2B brand programs.

DMA Case Study: The Future of Customer Engagement Tim Bond, Head of Insight, DMA The most successful brands put excellent customer engagement at the heart of what they do. In an increasingly connected digital world, the ways and means for brands to contact customers has increased exponentially, but what does the future look like? In this presentation Tim will take you through the DMA’s ‘Future trends 2019’ research findings into the relationship between brands and customers. The findings reveal how consumers are starting to accept the technology that brands have been implementing in recent years, but marketers are feeling a measure of anxiety about how and which new applications to invest in – whether it’s chatbots, smart assistants, AR/VR or gamification – there is clear consumer interest.

A social scientist by training and a communications professional by trade, Tim now combines these two fields in his role within the DMA group. He has an MA in Sociology from Aberdeen University and over the last decade, he has continued to utilise this social sciences background to develop research campaigns across a range of sectors. A key part of his role at the DMA is developing actionable insight for the data-driven marketing industry, which also supports the association’s core belief in putting the customer first and leading the business sector in creativity and innovation.

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Funding Options Case Study: Neither Art nor Science – The Craft Behind an Effective Marketing Strategy Will Pickering, Digital Marketing Manager, Funding Options Is successful marketing more “dark art” or “exact science”?

In the age of smart display, lookalike audiences and shady demographic filtering, busy marketers are seduced by appealing short-cuts to effective messaging. But our audiences – actual human beings — are less and less tolerant of chatbot grammar and poor segmentation, and bad messaging can do more harm than good.

In this presentation Will offers insight into how Funding Options has reached more of the right customers through the craft of creating the right message, for the right audience, at the right time — in clear language that anyone can understand.

Will is an enthusiastic generalist who doesn’t like jargon and avoids buzzwords at all costs. Over four years and four job titles at Funding Options, Will helped develop and execute an industry-leading content strategy, transforming organic search into the company’s most valuable acquisition channel. More recent expertise in PPC has seen overall acquisition cost reach record lows, while Funding Options helps more and more businesses find the right finance each month. Relentlessly inquisitive, Will is happiest where analytical meets creative, whether that’s exploring user data to optimise PPC spend, getting to grips with a new programming language, or writing music with his rock band.

Daring to be Digitally Different Philippa Scudds, Director of Marketing and Communications, Canford School School websites have historically been weighted in structure and content towards pupil recruitment – perhaps not surprising, in view of the nature of the business. But as a result, other core stakeholders such as current and former pupils and their families, community link groups and members of school facilities open to the general public such as a sports centre or golf club have been somewhat sidelined – an unthinkable concept in other industries.

In this presentation, Philippa will explain how Canford dared to be different and broke the mould with a website format now being replicated by some of its main competitors. Philippa will talk through the journey the school took to bring its new site from concept to reality, reflective of the brand and its values while satisfying the entire diverse stakeholder base.

Philippa Scudds has over two decades’ experience working in marketing and communications across a diverse spectrum of business and industry sectors. A Chartered Marketer, she established her career in the City, both in-house and agency side, and gained a reputation for delivering original and successful communications strategies for major PLCs and SMEs. Since 2003, she has specialised in the world of education, working with schools and colleges to develop effective marketing and communications campaigns which have increasingly focused on digital engagement, harnessing new technologies to reach potential customers and maximise on the user experience.

For the past eight years Philippa has combined consultancy advice through her company Cathcart Communications www.cathcomms.co.uk with an in-house role as Director of Marketing and Communications at Canford www.canford.com, among the top co-educational boarding schools in the UK based in Dorset. The school is currently enjoying the highest pupil roll in its history and has a diverse stakeholder base to satisfy, comprising not only parents but also a wide range of customers making use of various commercial facilities and enterprises. Reflecting the rapidly changing nature of both customer needs and digital marketing techniques, she has launched three new websites for the school during her time there, alongside establishing a social media presence. As a result, Canford was a finalist in the Engage Business Awards last year for the quality of its innovative customer communications through use of technology.

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Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Speakers Malcolm McDonald

Sophie Wilkinson

Abigail Tan-Giroud

Professor of Marketing Cranfield Uni School of Management

Head of Editorial Operations Hearst UK

CEO St Giles Hotel

Principal Lucian Camp Consulting

Janis Thomas

Rob Curran

Anna Fenten

Elaine Haines

B2C Marketing Director Deltatre

Chief Experience Officer Wunderman Thompson

Head of Brand, Marketing and Communications Searcys

Business Development & Marketing Director Harrison Clark Rickerbys Ltd

Hanifa Dungarwalla

Hayley Brooksbank

Tom Belt

Dylan Bourguignon

Group Digital Marketing Manager Bauer Media

Head of Communications Osborne Clarke LLP

Antony Antoni

James Sutton

Gerry Brown

Gerhard Fourie

Global Head of Brand Marketing World Animal Protection

Senior E-Commerce Marketing Manager Oxfam

Research Director IDC

Director of Global Marketing and Brand Strategy Aston Martin Lagonda Ltd

Experience Lead Wunderman

Lucian Camp

CEO So-Sure

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Speakers Josela Renardson

Steve Kato-Spyrou

Marketing Manager Valpak Limited

UX Architect John Lewis and Partners

Tom Rainsford Director of Brand, Engagement and Culture giffgaff

Caroline Darnbrook Director of Products and Marketing Darlington Building Society

Helen Wilson

Colin Shaw

Joe Rice

Will Pickering

Global Chief Experience Officer Ipsos

CEO & Founder Beyond Philosophy LLC

Data & Enterprise Solutions Twitter

Digital Marketing Manager Funding Options

Philippa Scudds Director of Marketing and Communications Canford School

Tim Bond Group Head of Insight DMA

"I can't commend you enough on the quality of speakers. Excellent as ever. Great venue which is central and easy to get to" - Marks and Spencer

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Topic Streams

Digital Transformation •

The digital era is transforming the way that we work, and the marketing department can utilise this technology more than any other. We’ll be looking at the best ways to integrate new technology and digital methods into your marketing strategies.

CX Analytics for Marketing •

We will explore how measuring the results of your CX efforts and using them to aid your marketing initiatives can enhance engagement and streamline activities.

Artificial Intelligence, Iot And Robotics •

We’ll be drilling down into these exciting new areas and examining how you can implement new technologies to ultimately transform customer engagement.

The Multichannel Customer Journey •

In this digital era, it’s more important than ever to align strategies across channels to ensure a consistent tone of voice and customer experience. In this stream, we’ll be looking at how getting your multichannel experiences right can lead to tailored, personalised offerings that attract and retain a loyal customer base.

Voice Of The Customer •

Organisations who capture customer’s expectations, preferences and aversions and implement new ways of doing things based on their findings are those who are the most successful within their customer strategies. Join us to explore how you can further enhance the way you listen to customers.

Strategy & Innovation •

This seminar stream will look at how, as the marketing function plays an everincreasingly important role in the CX, it’s important that the strategic and innovative functions within both departments unify in order to provide a more seamless CX.

Customer Loyalty And Personalisation •

75% of consumers agree that they are more engaged with brands who personalise messages and offers, so getting your strategies relating to this aspect right is more important than ever. Join this session to learn from those getting their personalisation strategies right, who are in turn increasing customer loyalty.

Customer and Employee Experience Across the Enterprise •

We’ll be exploring how by listening to and implementing what both your customers and employees want from their experiences with your organisation, you can form a winning strategy that will ultimately allow you to gain competitive advantage.

01932 506 300 (press 1)

tickets@ebm.media

EngageCxMarketing.com

Customer Data & Intelligence Including GDPR •

Following the implementation of GDPR regulations and the record numbers of data breaches being reported, join this session to learn how to be more responsible with your data, whilst in turn protecting your organisation.

CxMarketingSummit.com

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Convince your boss Dear XXX, I would like to attend the CX Marketing Summit, 13th June in London, UK. 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 1 day, I’ll have access to: • 10 hours of educational case studies from world-class brands Notable speakers include: [add here] • 10 topic streams covering the latest trends.

• Interactive focus group sessions • Networking opportunities with 300 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors

Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] 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 save cost 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 attendees 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 meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report.

The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons

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

Thank you for your consideration.

[Your standard close]

01932 506 300 (press 1)

tickets@ebm.media

EngageCxMarketing.com

CxMarketingSummit.com

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Upcoming Events 13 JUN 2019

26 SEP 2019

13 FEB 2020

CX MARKETING SUMMIT 2019 THURSDAY 13 JUNE 2019

JUL 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 11 JULY 2019

11/12

ENGAGE FOCUS GROUPS THURSDAY 26 SEPTEMBER 2019

NOV 2019

FUTURE OF THE CONTACT CENTRE CONFERENCE THURSDAY 13 FEBRUARY 2020

01932 506 300 (press 1)

11

tickets@ebm.media

12 MAR 2020

CUSTOMER ENGAGEMENT SUMMIT 2019 MONDAY 11 & TUESDAY 12 NOVEMBER 2019

DIGITAL WORKPLACE CONFERENCE THURSDAY 13 MARCH 2020

EngageCxMarketing.com

17

INTERNAL COMMUNICATIONS CONFERENCE

SEP 2019

TUESDAY 17 SEPTEMBER 2019

11

ENGAGE AWARDS 2019

12

EMPLOYEE WELLBEING CONFERENCE

NOV 2019

MAR 2020

MONDAY 11 NOVEMBER 2019

THURSDAY 13 MARCH 2020

CxMarketingSummit.com

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

Email: Or post to:

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

STANDARD

BRONZE

SILVER

FESTIVAL PASS

(1 Ticket)

(2 Tickets)

(5 Tickets)

(Access all events for 12 months)

£595+VAT

£995+VAT

£1,995+VAT

£995+VAT

DELEGATE PACKAGE: ■ ■

■

End User Full Conference Pass

■

Access to all Seminar Halls Join Roundtable Sessions

■ ■

■

Lunch & Refreshments Networking App

■

■

Presentation Slides Access to Engage Hub

Networking Drinks Party

INDUSTRY: Financial Services Transport & Logistics

Retail

IT/Telecoms

Business Services

Public Sector

Utilities

Healthcare & Pharmaceutical

Leisure

Manufacturing

Leisure & Tourism

Vendor/Service Provider

Consultant

Other

I WISH TO ATTEND: SUMMITS:

CONFERENCES:

Employee Engagement Summit 2019 – 10th May

Digital Workplace Directors Forum –30th January 2019

CX Marketing Summit 2019 – 13th June

Future of the Contact Centre Conference – 13th February 2019

Customer Engagement Summit 2019 – 11th-12th November

Customer Robotics and AI Directors Forum – 4th April 2019

Customer Engagement Transformation Conference – 11th July 2019 Internal Communications Conference – 17th September 2019

This event is being sponsored by the sponsors listed on the event page. We may make your registration details available to select sponsors, in both ours and the sponsors legitimate business interests, and they may contact you about their product/services.* I have read and understood Whilst I may choose to withhold 3rd party consent, if I attend a session given by a sponsor on the day or speak with a sponsor and my badge is scanned, this enables the sponsor to follow up with me regarding relevant information on products or services.*

Other - Please specify = £

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

REGISTRATION

I have read and understood

First name

Last name

Job title

Organisation Signature

Address

Date

Tel

Mobile

Email

Finance Department Email

Printed Name

Post code

County

Job Title

For BACS payments please send to:

OTHER DELEGATE DETAILS First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

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Tel

Email

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Tel

Email

Job title

Job title

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

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

Job title

EngageCustomer.com EngageEmployee.com Job title

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

REGISTRATION QUESTIONS

TERMS AND CONDITIONS

WHAT'S YOUR ANNUAL RELEVANT PURCHASING BUDGET?

WHERE DID YOU HEAR ABOUT THIS EVENT? Email

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.

£100,000 or less

Website

£100,001 - £250,000

Partner organisation

£250,001 - £500,000

Telephone call

£500,001 - £1 million

Google

£1 million - £5 million

Social media

£5 million - £10 million

Other (please specify)

Over £10 million

HOW MANY EMPLOYEES DOES YOUR ORGANISATION HAVE?

I am researching for a new project 1-24

For professional development, learning and knowledge 25-49

To find new suppliers, products and services 50-99 100-249

WHAT IS YOUR PURCHASING RESPONSIBILITY?

250-499

Make purchase

500-999

Authorise purchase

1000-4999

Influence purchase

5000+

Specify suppliers I have no purchasing responsibility

WHICH BEST DESCRIBES YOUR REGIONAL RESPONSIBILITY? UK

Middle East

Americas

Europe

Asia

EMEA

Global

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.

WHAT IS THE PRIMARY REASON FOR ATTENDING THIS EVENT? For networking purposes

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.

DO YOU CURRENTLY HAVE A LIVE PROJECT THAT YOU'RE WORKING ON? Yes No

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.

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.

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.

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”).

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

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).

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.

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

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.

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.

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.

When attending a live event you will be issued with an RFID (radio frequency identification) chipped badge at registration, if your badge is scanned at the event you are providing consent for your contact details to be shared, should you not wish to share these details you can request a nonchipped badge at registration.

If you attend a session given by a sponsor and your badge is scanned this enables the sponsor to follow up with you post presentation regarding relevant information on products or services.

You may also be asked by a sponsor when visiting their stand if they can scan your badge, if you agree you are providing consent for them to follow up with you regarding relevant information on products or services which you may have discussed with them or they believe may be of interest to you.

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

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

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

All transfers are at the discretion of the event organiser.

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.