2015 Employee Engagement Summit Guide

EVENT GUIDE

Employee Engagement Summit THURSDAY 16 APRIL 2015 VICTORIA PARK PLAZA HOTEL, LONDON The complete resource for leading edge thinking on the issues, challenges and opportunities relating to employee engagement and its impact on customer engagement, performance and profitability

Leadership Partner

Partners

www.engageemployee.com @EngageEmployee #EngageSummits

Sponsors

Drive user adoption of SharePoint By using Webtrends for SharePoint you can: • Monitor effectiveness of your SharePoint implementation by department, team or individual • Help drive and monitor employee engagement • Improve the distribution and consumption of corporate information • Understand and tailor the needs of your users

If you would like to know more about Webtrends Analytics & our integration with SharePoint then please visit us at Stand 3 where a member of our team will be happy to have a chat with you.

Contents

4

Floor Plan

5-12

Agenda Summary & Detail

Welcome A very warm welcome to our first Employee Engagement Summit.

This Summit will highlight the cultural and commercial benefits of organisations taking a holistic and joined-up view of their employee and customer engagement strategies It will focus firmly on the key issues, challenges and opportunities around engaging our people and include world class case studies, expert opinion, analysis, meet the speaker sessions and high level networking opportunities.

In addition to a mouth-watering line up of case study presentations from the likes of Mars, Coca Cola, Specsavers, Molson Coors, Affinity Water, AMEX and the RSPB, the Employee Engagement Summit also includes keynotes from Peter Flade managing partner at Gallup, David MacLeod and Nita Clarke co-chairs of Engage for Success and Clodagh O'Reilly, chair, Association for Business Psychology.

Research from the Financial Times reveals that the two most important business challenges identified by CEO’s are around their people and their customer relationships. There is an irrefutable body of evidence which proves that organisations with engaged employees have lower attrition, have more engaged customers and as a result gain long-term competitive advantage.

Of course the evidence is plain for all to see.

The improved business performance and market capitalisation of organisations who deliver great service through their people is now a given – and even those who improve their service from low to average see benefits go straight to their bottom line. Engaging and properly directing our people is a no-brainer in terms of the benefits it brings.

While CEOs are putting their people and their customer relationships at the top of their business agenda – still not enough of them are really drawing a causal link between the two, and making it part of an overarching business strategy.

The signs are that businesses are moving in the right direction, and those who do are enjoying a clear competitive advantage. The Employee Engagement Summit will put a spotlight on

Employee Engagement Summit

those organisations who are getting their employee engagement strategies right.

Latest Customer Experience Excellence research from Nunwood identifies as a unifying factor among the Top 10 of that Top 100, the best of the best, that they put their employees first. In doing so their people work within a culture that lends itself to delivering high level and consistent customer experience.

The virtuous circle formed by highly engaged, motivated and well directed employees interacting across departments with increasingly sophisticated and demanding digital age customers is the only sustainable way forward and will remain a focal point for our activities.

Our flagship Customer Engagement Summit, also chaired by today’s chair Mike Havard of Ember, is already recognised as the leading joined-up customer experience event of the year and our aim is to quickly establish the Employee Engagement Summit as the leader in its field.

When we launched Engage Customer six years ago our rationale was underpinned by a commitment to highlighting the importance of organisations taking a joined up approach to engaging our people and our customers.

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The State of the Global Workforce

15

Why NOW is the time to link the voices of your customers and employees

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Sponsors & Partners Steve Hurst - Editorial Director steve.hurst@ebm.media T: 01932 506 304 Nick Rust - Sales Director nick.rust@ebm.media T: 01932 506 301 Chris Wood - Managing Director chris.wood@ebm.media T: 01932 506 303 Rachel Blake - Marketing Executive rachel.blake@ebm.media T: 01932 506 302 Fiona Forbes - Event Manager fiona.forbes@ebm.media Dan Keen - Delegate Sales dan.keen@ebm.media T: 01932 506 306 James Hitchinson - Delegate Sales james.hitchinson@ebm.media T: 01932 506 305

www.engageemployee.com @EngageEmployee

The Employee Engagement Summit comes as a growing number of organisations are realising the business benefits that accrue when they forge a link between engagement of their employees and their customers – although there is still much work to be done.

Our aim is for our delegates to leave this Summit armed with all the tools and techniques and insight they need to implement effective and successful long term employee engagement strategies. Enjoy.

Steve Hurst, Editorial Director

#EngageSummits

The Employee Engagement Summit is organised by Engage Business Media Ltd. Join engageemployee.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Summits and more.

Nicholson House, 41 Thames Street Weybridge, Surrey, KT13 8JG

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Employee Engagement Summit Floor Plan

Lower Level 2

Stage

- Edward Lobby and Suites

Sponsors and partners

1 2

6

7

3

8

5

4

4

9 5

Catering

3 2

6

10

1

7 Registration

8

Lobby To Lifts

9 10

Roundtables

Stairs to Reception

4

Employee Engagement Summit

Employee Engagement Summit Agenda Summary 08:30

Registration and Coffee

09:00

Chairman's welcome and opening remarks Mike Havard, Director, Ember Services

09:10

Opening Keynote: Vinyl in a digital age – what great employers do that others don’t and how they use it to underpin a service culture Peter Flade, Managing Partner, Gallup

09:40

Keynote: Engage For Success David MacLeod, Co-Chair, Engage For Success Nita Clarke, Director, Involvement and Participation Association (IPA)

10:10

Keynote Case Study: The Mars Story, moving engagement from something we do to who we are Liz Clayton-Jones, Engagement Business Partner, Mars UK

10:40

Coffee

11:00

Mastering communication – how excellent internal communication drives engagement Linda Rolf, Director of Internal Communication and Employee Engagement, Specsavers

11:25

Is Cash always King? Francis Goss, Commercial Director, Grass Roots Group

11:45

The 6 D's Shaping the Future of Work (& what digital leaders need to do to adapt) Dr Nicola Millard, Head of Customer Insight & Futures, BT

12:05

How RSA transformed their engagement approach and delivered business-critical insights in a time of uncertainty. Kam Somal, Group Head of Organisational Development, RSA

12:25

Reed Smith LLP Case Study: "Engaging graduates with the need to build commercial, client skills as a way to help them transition effectively to the world of work" Nigel Spencer, Global Director of Learning & Development, Reed Smith LLP (Peer Awards Winner)

12:45

Using Internal Systems to Drive Employee Engagement – Webtrends with Coca-Cola Simon Bloom, Strategic Alliances & Partner Sales Director, Webtrends Saskia Hoppe, Communication Analytics, Coca-Cola Enterprises Ltd.

13:05

Lunch & Meet the Speakers

14:00

Why we deliberately get rid of some of our best people Tim Morgan, CEO, Mint Digital

14:20

Different is Better than Better: how employee & volunteer engagement is driving sports club growth Mark Bradley, Founder, The Fan Experience Company

14:40

Connecting with customers – the importance of engagement in delivering great service Laura Lee, UK Customer Experience Director, Molson Coors

15:00

Developing an Ethos that Engages...

Nick Brice, L&D Partner, American Express Community Stadium

15:20

Coffee

15:40

RSPB Case Study: Protecting engagement during times of change Richard Spencer, Head of Supporter Development, RSPB

16:00

Case Study: Affinity Water Richard Brimble, Director of Organisation Development, Affinity Water

16:20

Holistic Employee Engagement the TCS Way - engaging the multiple selves that make the self Nupur Mallick, Director HR, Tata Consultancy Services (TCS)

16:40

Engaging the Workforce-of-Ones Clodagh O'Reilly, Chair, Association for Business Psychology

17:00

Drinks and Networking Party

Agenda details on pages 6-12

Employee Engagement Summit

5

Employee Engagement Summit Agenda 9:00

Mike Havard

Chairman's welcome and opening remarks Mike Havard, Director, Ember Services Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer and employee management strategy, operational delivery and leadership roles, with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint.

He is a founding director of Ember, a business services group focused on service strategies and performance transformation, outsourcing advice, analytics and recruitment - helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft and Virgin. He also likes to escape and do dangerous things in the mountains occasionally.

(But likes it better when he comes back!)

9:10

sapping. Despite employee engagement racing up the priority list of CEOs our research into UK workplaces reveals a sorry state of affairs: workers who are actively disengaged outnumber their engaged colleagues by an overwhelming factor of 1.5:1. The good news is that there are companies out there bucking the trend, and we’ve discovered how. Over a five-year timeframe, we studied 32 exemplary companies (collectively employing 600,000 people) across seven industries. At these companies, the engaged workers outnumber the actively disengaged ones by a 9:1 ratio. To understand what drives that tremendous advantage, we looked for contrasts between them and a much larger set of companies we know to be struggling to turn around bland and uninspiring workplaces. We found seven elements in place at the companies with spirited employees which are notably lacking in the others. These elements go a long way to explaining how companies can establish proper service cultures.

Peter Flade

Prior to joining Gallup in 1999, Peter worked in retail management for the Dixons Group. He holds relevant degrees from Kent, LSE and TRIUM.

Opening Keynote: Vinyl in a digital age – what great employers do that others don’t and how they use it to underpin a service culture Peter Flade, Managing Partner, Gallup 9:40 Many companies are seduced by the notion of digital channels as a way to bond with their customers – but customers aren’t feeling loved.

The hard truth is that if serving customers was not your company’s founding raison d’etre, then no amount of tinkering with a digital strategy will make your customers happier. If your company suddenly needs to take better care of customers in order to grow or survive, there’s no escaping the need to build a deep-seated service culture. However, for most people, paid work is unsettling and energy-

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Peter is a member of Gallup’s executive committee and oversees the European region. Peter works closely with client leadership teams to improve levels of employee and customer engagement. He has published articles in this arena and is regularly asked to facilitate sessions at leadership conferences. Peter is a visiting associate professor at HEC Paris.

Keynote: Engage For Success David MacLeod, Co-Chair, Engage For Success Nita Clarke, Director, Involvement and Participation Association (IPA) David will outline the forces which are shaping our workplaces in order that we should better understand what we must do to fully engage the full capabilities and potential all our employees. He will talk about growing transparency through social media and the four lens or enablers which lead to higher levels of employee engagement.

Employee Engagement Summit

Employee Engagement Summit: Agenda

David MacLeod

David is co-Chair of the Employee Engagement Task Force launched by the Prime Minister at Number 10 in 2011. He is a visiting Professor of the Cass Business School, a Fellow of the Ashridge Business School, the Institute of Marketing and of the RSA. He co-authored the book entitled ‘The Extra Mile’ published by Pearson on the topic of Employee Engagement. David is co-author of the ‘Engaging for Success’ Report commissioned by the Department of Business, Innovation and Skills, described by the CMI as the definitive work on this subject. This follows an early career where he was Head of Marketing for the Dulux brand before going on to be Managing Director of a European Business and then CEO of a Global business formed through the merger of an ICI and a Unilever business. He also spent a year and a half working in the Cabinet office and has been an NED of three government departments.

10:10

Despite being a family owned, highly values-driven business centred on building success through its people, the first formal engagement measure for Mars Incorporated ten years ago put the company firmly into the bottom quartile of Gallup’s Q12 database. The climb from that position has encountered steep slopes, ravines and the odd avalanche but focus and perseverance means the summit is in sight. Learn how robust strategy and intentionality, together with the affirmation of their company culture, is moving them from transactional to transformational engagement.

David was awarded an OBE for services to Employee Engagement and Business in the Queen’s Birthday Honours in June 2013.

Nita Clarke

Nita Clarke is the Director of the Involvement and Participation Association (IPA), Britain's leading organisation delivering workplace support for good employment and industrial relations. She was vice-chair of the MacLeod Review on employee engagement and continues to work with David MacLeod on the new national Employee Engagement task force, launched by Prime Minister David Cameron in March 2011.

She was appointed as Vice-President (employee relations) by the Chartered Institute of Personnel Development in January 2012, and is a visiting Fellow at Kingston University Business School.

She is also a member of the Mutuals Task Force established by Cabinet Office Minister Francis Maude in 2011.

She was formerly the adviser on trade unions to Prime Minister Tony Blair, working as assistant political secretary in the Political Office at 10 Downing Street from January 2001 to June 2007.

Her role included liaison with individual unions and the TUC, developing national policy in areas such as the two-tier workforce and work-life balance, supporting ministers by trouble-shooting in industrial disputes. Nita was a senior official with public services union UNISON from 1992 -2001.

She is the author of the report, The way forward: trade unions and the third sector, commissioned by ACEVO. Nita was awarded the OBE for services to Employee Engagement and Business in the Queen's Birthday honours list 2013.

Keynote Case Study: The Mars Story, moving engagement from something we do to who we are Liz Clayton-Jones, Engagement Business Partner, Mars UK

Liz ClaytonJones

Liz joined Mars in 1989, where her career has spanned a number of functions and businesses, giving great insight into the people and challenges that make up this complex global organisation.

For the past nine years her focus has been driving engagement across the different Mars business concerns in the UK, alongside sitting on advisory groups for the European region and Global engagement team. She has a passionate belief in engagement as the key enabler for business success through great people. Her role involves partnering senior leaders in the creation and implementation of strategies to enable engagement, coaching and supporting managers and teams across the businesses and managing interventions at team or site level where more challenging issues arise.

Where possible she connects with outside organisations to ensure Mars learns from best practise and supports others with their ambitions.

10:40

Coffee

11:00

Mastering communication – how excellent internal communication drives engagement Linda Rolf, Director of Internal Communication and Employee Engagement, Specsavers The links between employee engagement and business success are well established. But the links between excellent internal communication and engagement are perhaps less well known. In this interactive presentation, Linda will look at these links and will describe the components of excellent internal communication: planning, channel management, impactful messages, and the different ways of enabling and acting on employee voice, including the part played by employee engagement surveys.

A highly experienced communications director and consultant, Linda has spent over 15 years with Specsavers, the world’s largest retail optical brand.

Since 2009 she has been responsible for the

Employee Engagement Summit

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Employee Engagement Summit: Agenda

Linda Rolf

development and delivery of internal communication and employee engagement strategies across the group and for corporate communication. For her first ten years with Specsavers she led international PR, managing new country launches and international campaigns, and providing strategic direction and guidance to country PR and communications managers.

11:45

Work is changing. It is becoming untethered, unbounded and unpredictable. How do we rethink our offices, the way that we collaborate and build a diverse workforce that may include both humans and robots?

Before Specsavers she spent five years running her own PR consultancy, where clients included the NHS Breast and Cervical Screening Programmes and the Special Hospitals Authority, and before that she was Regional PR Manager for an NHS region.

A Chartered Practitioner with the Chartered Institute of Public Relations, Linda has contributed a chapter on communication and engagement to ‘Chartered Public Relations: Lessons from Expert Practitioners’, which was published by the CIPR and Kogan Page in February 2015.

11:25

Dr Nicola Millard

Is Cash always King?

Francis Goss, Commercial Director, Grass Roots Group

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

She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in call centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers.

She has also appeared on the BBC (Radio and TV) and Channel 4 TV in the UK, Sky News in Australia, has done a TED talk and is a judge on a number of award panels, including the Institute of Customer Service awards.

Francis Goss started his career at British Airways in 1997 as a Business Analyst Graduate Trainee working on a number of customer and employee projects within the Information Technology department at LHR.

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When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few.

He then moved to Mphasis, an HP company, providing CRM consultancy to British Telecom on one the largest Siebel CRM implementations in Europe.

Francis joined Grass Roots in 2007 and is now Commercial Director for the Employee Solutions division. He advises organisations on the effective implementation of employee engagement solutions including reward and recognition, benefits and wellbeing, learning and development and communication and feedback. Francis holds an Honours Degree in Law and Diploma in Employee Motivation and is a Director Trustee of the Engage for Success Foundation.

Dr Nicola Millard heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team. 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).

Nicola has now worked for BT for 22 years (she started when she was 6!) She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting as well as writing, presenting and directing BT's annual school's lectures for 5 years.

With record low inflation rates, and wages moving up to their pre-recession levels, organisations are focused on retaining their people, and recruiting new talent in an increasingly competitive market. Francis will explore the impact of pay and bonus on employee engagement, and provide examples of where organisations have demonstrated that cash is not the only answer to achieving a highly engaged and motivated workforce. Francis will also share some research findings on why non-cash reward and recognition is effective, and provide a live example to illustrate that cash is not always king.

Francis Goss

The 6 D's Shaping the Future of Work (& what digital leaders need to do to adapt) Dr Nicola Millard, Head of Customer Insight & Futures, BT

In the little spare time she has she is writing a novel, enjoys going to the cinema and theatre and does a number of martial arts.

12:05

How RSA transformed their engagement approach and delivered business-critical insights in a time of uncertainty.

Kam Somal, Group Head of Organisational Development, RSA RSA is a 304 year old insurance company with over 18,000 employees globally and operating in 28 countries. At RSA we’ve always prided

Employee Engagement Summit

Employee Engagement Summit: Agenda

ourselves on our culture and engagement.

However in 2013, we had a shock like we’d never experienced before, and uncovered issues in our Irish business that led to a multi-million write down, three profits warnings and ultimately the resignation of our Group CEO. Amid this challenging business context and significant uncertainty and change for all of our people we decided to transform our employee engagement survey and approach to help re-engage our people and channel their ideas and energy. We moved away from focusing on quantitative data and a focus on “engagement scores” and with Questback’s feedback platform delivered our new YouRSAy survey. The many business benefits we derived include increased engagement, authentic feedback and insight, reduced costs, rich input into strategic projects and importantly cultural change.

Kam Somal

12:25

Kam Somal works in the Talent and Organisational Effectiveness team in the Group Centre at RSA – an international General Insurer employing around 18,000 people across four main regions. Her areas of focus in her current role include employee engagement, culture and people insights. Prior to RSA Kam worked for Barclays, Capgemini and London’s Metropolitan Police Service. She is a Chartered Occupational Psychologist with in-house and consultancy experience, largely in the public sector and financial services. Experience to date includes various aspects of Organisational Development from talent management and capability frameworks to employee engagement surveys and leadership assessment and development.

Reed Smith LLP Case Study: "Engaging graduates with the need to build commercial, client skills as a way to help them transition effectively to the world of work" Dr Nigel Spencer, Global Director of Learning & Development, Reed Smith LLP (Peer Awards Winner) The challenge of creating "business-ready" graduates for UK Plc is often discussed and debated, with business regularly demanding that more is done in the secondary and tertiary educational institutions to create the commercial skills which will add value to their customers from Day 1 in the workplace. This talk presents a case study from the legal sector of how a firm has engaged with its Generation Y graduate joiners to create these skills through a range of creative approaches. These included revising graduate qualifications to embed these client and commercial skills, and also creating early career stage leadership development experiences outside the classroom to build skills in practice as an extended on-boarding process. The case study will show how these approaches engaged with specific motivational drivers for Generation Y, enabling the graduates to enter the workplace more confident,

Employee Engagement Summit

with strong networks in the business and at its clients, and more able to deliver customer value from their first months in the office.

Nigel Spencer

Dr Nigel Spencer is the Global Head of Learning & Development at Reed Smith and is responsible for designing and implementing the firm’s learning and development strategy. An accredited executive coach, Nigel creates learning programmes to enhance the engagement and development of the lawyers and staff across the firm. Nigel also works to design and deliver client learning programmes as part of the Reed Smith University.

Over the last 5 years Nigel has created a number of innovative learning programmes at two different law firms to enhance the engagement of early career stage lawyers, and has incorporated practical learning experiences into these courses such as placements at clients. He has developed a number of programmes to focus on leadership development and won awards for various coaching and mentoring initiatives as part of these learning and engagement programmes.

Previously, Nigel was at PwC for 8 years and formerly was a Senior Research Fellow at Oxford where he carried out postdoctoral research into themes including hierarchy, cultural change and group dynamics.

12:45

Using Internal Systems to Drive Employee Engagement – Webtrends with Coca-Cola Simon Bloom, Strategic Alliances & Partner Sales Director, Webtrends Saskia Hoppe, Communication Analytics, CocaCola Enterprises Ltd. Many internal systems have evolved to focus on communication with and between employees through the inclusion of digital and social tools.

Despite the increased reliance, use and possibilities that exist on such internal systems, few companies see the value or potential use of these systems in being able to drive and measure employee engagement. Understanding what makes an engaged employee and what behaviours are associated with disengaged employees helps to uncover how an internal system can be used as a channel to enable, drive and measure employee engagement. During this presentation Webtrends will review a number of key methods for helping drive employee engagement through efficient and practical use of internal systems. The following methods can be used on a streamlined internal system in order to drive, enable and monitor employee engagement over time. Furthermore the use and value of measuring these internal systems will be illustrated with examples of how an efficient measurement approach can drive a deep and actionable understanding of employee behaviour and their level of engagement.

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Employee Engagement Summit: Agenda

Simon Bloom

Saskia Hoppe

Simon Bloom has been involved in the digital data field for over 10 years, 7 of those working at Webtrends. Simon’s current role sees him at the forefront of discussions with clients and Partners alike reviewing and discussing digital data needs and finding the optimal approach to provide a solution to deliver insight and action. Prior to Webtrends Simon spent time with Expedia, working with digital data to measure and optimise online performance across Expedia’s European points of sale.

Saskia Hoppe has nearly 5 years of experience working in communications in a matrixed, multinational environment with CCE’s Employee and Change Communications Team. As part of that team, she has played a key role in CCE’s digital agenda by leading the development of the information architecture, design, and user experience for the HR portal of CCE’s awardwinning intranet iConnect. In her current role, she is leading CCE’s journey on communication analytics, and is responsible for evaluating communication effectiveness and exploring how communications impacts business performance and engagement.

13:05

Lunch & Meet the Speakers

14:00

Why we deliberately get rid of some of our best people Tim Morgan, CEO, Mint Digital

present an experience that goes beyond the action on the field of play. Using examples from the Football League and beyond, Mark will explain how clubs are developing their own unique USPs and how employees & volunteers are at the heart of this strategy.

Mark Bradley is the founder of The Fan Experience Company: designed to help businesses grow through customer focus and engagement.

Mark Bradley

The Football League’s Family Excellence Awards, originally designed by Mark and aimed at helping clubs attract and retain more young families, has not only prompted a revolution in family engagement in UK football, but also produced an unprecedented 31% increase in junior attendance across the League in only 6 years (equating to nearly 5 million new young supporters).

Mark’s two books Inconvenience Stores and Retails of the Unexpected (the world’s first customer service travelogues) expose the failings of UK customer service through his own experiences. He is also Chair of Remade in Edinburgh (a reuse & repair social enterprise), a monthly columnist at FC Business Magazine, a relentless blogger via bradleyprojects.com, a keen tweeter (via @fanexperienceco) and a speaker at customer engagement events in the UK and Europe, Australia and the USA.

Mint Digital is a digital product development company based in London and New York. It has a client services business where it helps clients such as Benetton, Tesco and Universal Music develop new digital products or enhance existing ones. It also has a Ventures arm where it creates its own businesses including Boomf Sticky9 (sold to Photobox), Picklive (sold to Sports Millions), DeskBeers, Projecteo (featured at MoMA), WhiteAlbumApp and the Bathory (Tatler’s best bath soaks). Tim will talk about how Mint Digital evolved into a business that creates businesses and what that means for people that want to join Mint, those that leave and those that stay.

Tim Morgan is Co-founder and CEO, Mint Digital http://mintdigital.com/

Tim Morgan

14:20

Specialties: Startups, technology, business development, sales, customer development, contract negotiation, buying, mergers and acquisitions, writing

Different is Better than Better: how employee & volunteer engagement is driving sports club growth Mark Bradley, Founder, The Fan Experience Company If sports clubs are to grow sustainably they need to attract new audiences. To do this they need to

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A former lead assessor for the UK’s Unisys / Management Today Service Excellence Awards and Director of Best Practice at Customer Service Network, he now delivers strategic growth programmes for a range of sporting organisations including The FA, The Football League, the SPFL, the RFL and many individual clubs in football and rugby, at grass roots, amateur, professional and international levels.

Born and raised in County Durham, Mark has been a devoted follower of Sunderland AFC since his Dad first took him there in 1969 as a punishment for being naughty.

14:40

Connecting with customers– the importance of engagement in delivering great service Laura Lee, UK Customer Experience Director, Molson Coors Molson Coors, the largest family brewer in the world and owners of the UK’s No. 1 lager brand Carling talk about the launch of ‘Customers Inc.’ – an internal initiative designed to engage employees behind the company’s ambition to be ‘First Choice for Customers’ which is helping put their customers right at the very heart of their business.

I’ve worked in a number of sales and marketing roles, predominantly in the drinks business, over the last 15 years. I’ve been with Molson Coors for just over seven years and moved into my current

Employee Engagement Summit

Employee Engagement Summit: Agenda

role just over 18 months ago. Previously I ran the Southern based sales teams so I’ve seen first-hand the actions we take that can both delight and frustrate our customers so I’m relishing the opportunity to address the areas I know need fixing!

Laura Lee

15:00

My role keeps me close to customers and allows me to work right across our business – with over 70,000 Carling stockists nationwide I get to support customers across a number of different channels ranging from independent pubs, clubs, hotels and stadia through to large managed pub chains, major events and festivals, the multiple grocers and thousands of independent retail outlets. The number of touch-points each customer group has with us can vary significantly but the need to create consistency in our service is a constant theme.

Richard Spencer is an experienced business leader, providing strategic challenge and direction to a number of organisations.

Richard Spencer

He is a Trustee at Raleigh International, whose mission is to drive sustainable development through inspiring young people to be the agents of change. His specific responsibility is to support growth and diversification of funding to underpin and deliver the charity’s exciting and ambitious new strategy.

Developing an Ethos that Engages...

Nick Brice, L&D Partner, American Express Community Stadium

He is also part of the Fundraising and Communications Leadership Team at the RSPB, the UK member of Birdlife – an international partnership of 120 conservation organisations with more than 13m members worldwide. His executive responsibility at the RSPB is to double support and net income to £150m by 2020 to achieve its mission to inspire a world richer in nature. Prior to working in the Not-For-Profit sector he spent ten years in the commercial world, delivering growth strategies for companies in a range of sectors including retail financial services and technology.

Featuring my work as L&D Partner at American Express Community Stadium over the 3 years of their transition from an 8000 open air athletics stadium to what is now a multi-award winning, industry leading football, events and hospitality operation. I’ll also draw from previous work with Sun International in helping then develop the ethos that underpins the Atlantis and other top resorts.

Nick Brice

15:20 15:40

Nick is L&D Partner for the American Express Community Stadium – creating and leading a multiaward winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies!

16:00

RSPB Case Study: Protecting engagement during times of change Richard Spencer, Head of Supporter Development, RSPB

Employee Engagement Summit

Case Study: Affinity Water Richard Brimble, Director of Organisation Development, Affinity Water • How to design the company to unleash the potential of the people • What simple steps can be taken to value the contribution of individuals • How to create an environment where teams drive innovation and creativity • The importance of understanding, recognition and giving people a voice

Coffee

The RSPB is the UK’s largest nature conservation charity with over one million supporters, 18,000 volunteers and 2,000 members of staff. As a charity, it benefits from high levels of engagement with supporters, volunteers and employees. We live in a rapidly changing world in which nature is being displaced in favour of economic growth. The RSPB’s strategic response has been challenging both internally and externally – and as a result has seen its engagement score decline. To inspire a world richer in nature, the RSPB must keep employees, volunteers and supporters engaged as it evolves. This case study covers some recent history with examples that have been challenging and of course some successes.

He is Non-Executive Director, Goalball UK. Goalball is an inspiring and competitive sport for the visually impaired that has been part of the Paralympics since 1976. He provides strategic support and direction to ensure that resources are available to grow the sport at a grass-roots level around the UK and to help improve the elite performance and funding and secure participation at Paralymipcs games.

Richard Brimble

Richard Brimble, European contact centre lifetime achievement award winner in 2013, is Director of Organisation Development at Affinity Water with responsibility for HR, internal communications digital and social engagement. With a passion for designing companies to release the potential of people and a reputation for creating sustainable understanding and learning environments, Richard provides thought leadership on customer experience, people engagement, and organisational change. He is co-author of Keeping The Human Factor Alive In The Digital Age and works with Directors and their teams to bring about improved communication, customer experience, and results in an increasingly social world.

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Employee Engagement Summit: Agenda

16:20

Holistic Employee Engagement the TCS Way - engaging the multiple selves that make the self Nupur Mallick, Director HR, Tata Consultancy Services (TCS)

16:40

The retail revolution is fast raising the expectations of our workforces. Retail models that utilise data and analytics to offer individualised buyer experiences and products show that organisations have the capacity to treat individuals distinctly.

When these shoppers go to work they increasingly expect an individualised experience there too. With the majority of organisations facing skills gaps, those that respond effectively to this challenge are at a significant advantage as they distinguish themselves as employers of choice. Whilst technology can help employers to respond to these challenges, business psychology also has a significant part to play. Referencing examples from case studies from the Workforce Experiences Awards, the Chair of the Association for Business Psychology will look at practical models employers can use to better understand and engage with individual contributors, leaders and groups within their organisations.

At TCS we believe that the way to ensure that both the company and our people maximise their potential is by nurturing a culture where people are able to feel as 'whole' as possible. That means engaging the multiple personas that makes a person, not just the 'worker persona'. How do we achieve this for a global and highly mobile workforce of 318,000 people spanning four generations? Discover the policies, platforms and practices that allow us to make this idea real and tangible, and the positive impact on key metrics. Our 'whole person engagement approach' includes: • Creating space for creativity and problem solving at work • Projects, not roles or jobs - a continuous stream of new challenges • Enabling life long learning • Collaboration and knowledge sharing • Engaging with the wider community and the environment • Leisure, health and well-being Engaging families

Nupur has been with Tata Consultancy Services (TCS) for 17 years and in December 2005 she was appointed HR Director for UK & Ireland. In this role Nupur is responsible for the end to end HR function for over 10,000 employees from 39 nationalities.

Clodagh O'Reilly

Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence, retaining and developing talent and structuring compensation & benefits.

Her excellent people and change management skills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the ‘Investor in People’ certification with Gold status and awarded Britain's top employers by CRI for four consecutive years.

Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achieved the platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index.

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Clodagh is a specialist in applying behavioural science in organisations to predict and enable individuals’ and groups’ achievement of their potential. She is the Chair of the Association for Business Psychology, founder of the Workforce Experience Awards programme and editor of the book, "Delivering Excellent Workforce Experiences."

Clodagh has worked across numerous sectors, including banking and financial services, healthcare, hospitality, entertainment, fast moving consumer goods and engineering, with both national and international organisations. She uses her varied international project and people management experience to ensure delivery of consistent and sustainable results.

Nupur Mallick

Prior to this role, Nupur was HR Head for TCS Mumbai. She was responsible for driving performance oriented culture, establishing world class induction process, career and succession planning and employee engagement.

Engaging the Workforce-of-Ones Clodagh O'Reilly, Chair, Association for Business Psychology

Clodagh currently leads the Workforce Science & Analytics Practice for IBM’s Smarter Workforce Division in EMEA. Prior to joining IBM she spent many years as an internal consultant in global organisations specialising in assessment for selection, succession planning and talent development. She is a Guest Speaker for University College London’s MScs in Business Psychology and Strategic Projects Management and Regent’s University BA in International Business.

17:00

Drinks and Networking Party

Employee Engagement Summit

Employee Engagement Summit

The State of the Global Workforce The State of the Global Workplace: Employee Engagement Insights for Business Leaders Worldwide report highlights findings from Gallup’s ongoing study of workplaces in more than 140 countries from 2011 through 2012. This is a continuation of Gallup’s previous report on employee engagement worldwide, which covered data from 2009 through 2010. This latest report provides insights into what leaders can do to improve employee engagement and performance in their companies. It includes regional analyses of employee engagement data, country-level insights from Gallup consultants around the globe, a look at the impact of engagement on organisational and individual performance, and information about how companies can accelerate employee engagement.

Currently 13 per cent of employees across 142 countries worldwide are engaged in their jobs – that is, they are emotionally invested in and focused on creating value for their organisations every day.

need to more effectively understand and use their people’s talents, skills, and energy. In many countries, raising workers’ productivity levels is critical to business growth and badly needed job creation.

As in Gallup’s 2009- 2010 global study of employee engagement, actively disengaged workers – i.e., those who are negative and potentially hostile to their organisations – continue to outnumber engaged employees at a rate of nearly 2-1.

In countries that face talent shortages, companies that meet their employees’ needs are most likely to win in the competition for top talent. In each case, companies around the world will need to improve their ability to ensure that workers are in the right roles and are emotionally invested in their jobs.

Employee engagement will become an increasingly important concern for countries and organisations seeking to boost labour productivity as the global economy continues its rapid pace of change.

Even as unemployment rates remain high in many developed-world countries five years after the onset of the global economic crisis, growth rates in China and other large developing countries have been falling.

Around the world, demographic trends are having substantial economic consequences. In several regions – including southern Europe, South Asia, and the Middle East – a “youth bulge” continues to produce record unemployment among young people. Meanwhile, many large economies – including China, Japan, and the U.S. – face talent shortages as their workforces age and shrink.

One common factor among organisations worldwide is the

Employee Engagement Summit

In other words, the need to build highly engaged workplaces will become more important than ever. Through decades of research with hundreds of organisations and more than 25 million employees, Gallup has developed an unparalleled understanding of what the world’s strongest organisations do differently and how engagement affects productivity and employee well-being in any workplace.

DOWNLOAD REPORT HERE

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Get ahead with Questback.

Engaged emplo yees + Happy Happy customers employees customers = Bett er business business Better

Join the discussion with RSA at 12:05 to find out how they transformed their employee engagement approach and delivered business-critical insights in a time of uncertainty.

About us: With Questback’s engagement platform collect real-time and integrated feedback along the employee journey, to improve employee engagement, to gain business insights and shape future strategies.

www.questback.com w w w. ques tback. c om

Employee Engagement Summit

Why NOW is the time to link the voices of your customers and employees Paul Barnes looks at the critical business benefits of linking Voice of the Customer and Voice of the Employee and how early adopter organisations can gain competitive advantage

Voice of the Customer (VoC) research helps businesses to succeed by ensuring decisions always take into account the needs of customers. Organisations are now taking things a step further and combining VoC with Voice of the Employee (VoE) insights to get an even more granular understanding to inform decision-making. What are the benefits of jointly analysing VoC and VoE insights? And why is this kind of analysis starting to become more popular?

First it’s worth highlighting that much of the research that is carried out today in the name of VoC is very transactional. In other words it is to do with collecting feedback after specific interactions, such as following a support call or purchase.

Employee Engagement Summit

However, the more strategically useful VoC research – what I call Customer Insight – is not strictly related to specific interactions. It is about generating a wider, more sophisticated dialogue with customers to understand their opinions, likes, dislikes and expectations about the company and its products and services. This kind of detailed Customer Insight research can inform a variety of company decisions and it can be used, for example, to crowdsource new ideas for product and service delivery offerings.

Turning now to VoE research, it is generally true that apart from a few laggards, companies are moving away from simply running an annual employee survey. In some cases

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VoE research is becoming a dialogue that is managed via an online employee community consisting of online chat, blogs, forums and other tools that generate a continuous flow of employee feedback.

How online communities are supporting VoC and VoE Paul Barnes is UK country manager at Questback

For example, one employee focused online community that Questback has set up for a major brand allows staff to make suggestions about service improvements which are then commented on, reviewed and rated within the community by other employees.

Appropriate ideas are escalated to senior management for decision-making.

Online communities are also being used to collect VoC feedback. For instance, Questback’s platform is being used by GfK Automotive to manage a community for a world renowned car manufacturer, and has helped the company make decisions around areas such as reviewing and changing the opening hours for certain car dealerships to be better in line with what works for customers

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So both VoC and VoE are evolving and new online approaches for collecting feedback are playing an important role in how they are changing.

Why bother combining VoC with VoE? Going back to the question of why there is a move towards combining VoC and VoE research, the obvious benefit is that it allows companies to look at the same business issue from two different perspectives - to generate a more rounded understanding before making decisions.

Very often customer research can tell you what problems customers are experiencing, while talking to employees can reveal the possible internal reasons behind those problems and what needs to change. In other words, customer research identifies the symptoms and employee research points to the causes.

For example customers might say that they have to wait too long when visiting a store or branch. Feedback from employees might

Employee Engagement Summit

Employee Engagement Summit “Customer research can tell you what problems customers are experiencing, while talking to employees can reveal the possible internal reasons behind those problems and what needs to change. In other words, customer research identifies the symptoms and employee research points to the causes” reveal that the underlying problem is that staff rotas are not being managed effectively or perhaps a system issue at point of sale. Without employee insight such as this, it would take longer to uncover the root cause and to resolve the problem.

organisation’s overall performance: employee engagement, customer satisfaction, and cash flow.”

Hear the voice of the ‘non-responder’

And of course leaders in small businesses intuitively combine the insights they hear from employees with feedback they receive from customers to help make better decisions. It seems perfectly natural to do this.

Another reason for combining customer feedback with employee feedback is to hear the voice of the nonresponder. There are people who decline to answer surveys, either because they choose not to participate or because they have hit a point of survey fatigue. But employees are talking to customers all the time – in the contact centre, branches or via online chat – so by combining employee surveys with customer surveys you get a truer, more rounded picture of the customers’ views including the thoughts of people who don’t participate in customer surveys.

By combining customer and employee insights it is possible to spot trends or issues that would not register if you are looking at the two areas in isolation. For example, if 1% of customers flag an issue with the packaging of a product, then it might not rate as a major problem. But if employees are discussing that they are correcting packaging issues manually within an employee feedback community you will be more likely to pay attention.

From an employee training perspective, combining customer feedback with employee feedback can be beneficial because it allows customer facing staff to understand the customers’ perspective about how the company is managing customer interactions. And by linking customer feedback to specific employees, it enables companies to identify and reward staff who are performing well, as well as focusing resources on areas where additional support, training and development will be valuable.

Linking customer and employee insights is not new Overall then, tracking and linking employee insights with customer insights gives the business a better, more comprehensive awareness of what is happening in the organisation in order to support better decision making.

In fact the importance of connecting the two areas is not particularly new. For example, in the 1990s a group of Harvard University researchers developed The Service to Profit-Chain theory and business model which highlights the close relationship between profitability, customer loyalty, employee satisfaction, employee loyalty and employee productivity.

Similarly, business guru and ex-head of GE Jack Welch once famously said: “There are only three measurements that tell you nearly everything you need to know about your

Employee Engagement Summit

While Richard Branson has said “The way you treat your employees is the way they will treat your customers”.

Two reasons why VoE and VoC are managed in isolation However, as companies grow and become more formalised it is inevitable that the customer and employee feedback become isolated from each other. And there are probably two major reasons.

Firstly, from a structural perspective, in most organisations, the human resources department operates separately from the marketing function, so there is no inclination to combine research data and insights from the two areas - let alone synchronising their research programmes so that they are managed in an integrated fashion.

Secondly, regulations surrounding data protection, data security and anonymity have created legal and technical hurdles that have made companies reluctant to work with and integrate employee and customer data.

A growing impetus to link the two areas Today there does seem to be a growing awareness in many organisations that it is beneficial to tie together their VoC and VoE feedback. In Q4 2014 Questback conducted a survey of UK business executives responsible for Customer Experience and Employee Engagement. This found that 5% already fully integrate the two areas and 31% partly integrate them - while a further 26% plan to integrate them within 18 months.

The first step in bringing the two areas together probably starts with either HR reaching out to Marketing about the issue (or vice versa). The strategic driver is usually the desire to provide more value to the business and to influence decision making at a board level.

From there the next action is to develop an integrated approach to collecting employee and customer focused feedback, so that you are asking questions that are aligned and you are synchronising the timing of surveys. Feedback technology has advanced and it is possible to automate many aspects of employee and customer feedback collections and to manage them from a single platform. So for those early adopters who recognise the business value of doing it, it is now simpler than it has ever been to forge a close link between VoC and VoE.

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Employee Engagement Summit: Sponsors

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multichannel, multi-lingual feedback and research programmes 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, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.

Rebecca Woollard T: 00 44 (0)20 3053 9383 E: rebecca.woollard@confirmit.com www.confirmit.com

Ember is a strategic customer management consultancy using forensic benchmarking, financial analytics and operational performance reviews to meet the commercial, operational and marketing demands of its clients. In this respect we take an unashamedly financial approach to every aspect of customer management, seeking bottom line advantage for our clients in every engagement. 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.

Contact Paul Mackenzie, Ember Services.

T: +44 (0)20 7871 9797 E: info@emberservices.com www.emberservices.com

Grass Roots inspires people to achieve their full potential at work. Since 1981 we have helped organisations to attract, develop, retain and reward their people through Recognition and Incentives, Benefits and Wellbeing, Communication and Feedback and Learning and Development solutions. We have won industry awards for our outstanding client work, but our greatest achievement has been to inspire millions of employees around the world to enjoy work more, increasing their wellbeing whilst adding value to their organisations.

Contact a member of the Grass Roots Employee Solutions team T: 01442 829 273 E: engage@grg.com www.grassrootsgroup.com

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Employee Engagement Summit

CUSTOMER ENGAGEMENT SUMMIT 2015 THURSDAY, 26 NOVEMBER VICTORIA PARK PLAZA LONDON The UK’s leading event on how customer and employee engagement strategies and operations can drive performance and profitability

Learn and be inspired by over 60 expert speakers and world-class case studies on topics including, social customer engagement, multichannel, voice of the customer, employee and customer technology, employee engagement, business transformation and innovation.

EARLY BIRD REGISTRATION £195

Delivering the tools to help you transform the way you work with customers and employees.

NETWORK WITH OVER 600 OF YOUR PEERS To speak at our events contact: Steve Hurst steve.hurst@ebm.media or +44 (0) 1932 506 304

REGISTER

To sponsor our events contact: Nick Rust nick.rust@ebm.media or +44 (0) 1932 506 301

www.engagecustomer.com @engagecustomer #EngageSummits The Customer Engagement Summit is organised by Engage Business Media Limited

Employee Engagement Summit: Sponsors

"PageUp’s talent management software provides organisations with one unified solution for managing Recruitment, Performance Management, Compensation, Learning & Training, Career Planning, Succession Management and Advanced Workforce Analytics, via technology built for the mobile and social world.

Our SaaS-based technology platform helps global employers overcome the talent management challenges that are inherent in operating across multiple geographies. Through one simple, mobile-enabled system, large national and multinational employers can strategically align their people resources to execute corporate strategy across borders, business units, cultures and languages, whilst maximising employee value and business."

Nick Adams SVP Sales, EMEA T: +44 207 470 8727 M: +44 7736 804934 E: nicka@pageuppeople.com www.pageuppeople.com

Questback’s engagement technology enables valuable dialogues between organisations and their employees. Through surveys and communities the Employee Engagement Map brings all elements of employee engagement into a single user interface. The Questback Leadership Compass gives you the opportunity to improve your managers’ leadership skills and follow their development transparently and impartially. We help you to understand, engage and motivate employees and gain valuable integrated insight to influence business strategy.

Paul Barnes T: 0207 403 3900 E: post.uk@questback.com www.questback.com/uk

For over 20 years Webtrends has helped enterprise companies make sense of their customer & employee data to drive digital marketing success. By combining innovative technology with our team of trusted advisors, our solutions are designed to provide actionable insights, increase both customer & employee engagement and boost revenue.

We partner with companies at all levels of digital maturity and offer solutions in analytics, audience segmentation, streaming data delivery, remarketing, online testing and targeting, as well as multi-channel optimisation. We work with over 2,000 global brands including Microsoft, KLM, HSBC, Marks & Spencer, npower, BMW, The Telegraph and many more.

Calum Geraghty Marketing Manager, UK & APAC T: +44 01784 415 747 M: +44 0755 797 9505 E: Calum.geraghty@webtrends.com

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Employee Engagement Summit

Employee Engagement Summit: Partners

Leadership Partner

Gallup delivers analytics and advice to help leaders and organizations solve their most pressing problems. Combining more than 80 years of experience with its global reach, Gallup knows more about the attitudes and behaviors of employees, customers, students and citizens than any other organization in the world.

Gallup works with leaders and organizations to achieve breakthroughs in customer engagement, employee engagement, organizational culture and identity, leadership development, talent-based assessments, entrepreneurship and well-being. www.gallup.com

Partners The Association for Business Psychology is an inclusive not-for-profit organisation that seeks to establish, share and celebrate excellence in Business Psychology.

Business Psychology is the study and practice of improving working life. It combines an understanding of the science of human behaviour with experience of the world of work to attain effective and sustainable performance for both individuals and organisations.

We welcome as members all those interested in business psychology including students, academics and practitioners at all stages in their development. Our community is typified by professionals who share their knowledge and experiences freely at open forums, training courses, speaker events and conferences.

Engage for Success is a movement committed to the idea that there is a better way to work, a better way to enable personal growth, organisational growth and ultimately growth for Britain by releasing more of the capability and potential of people at work.

We want to grow awareness about the power and potential of employee engagement. We want to provoke people to think and to learn more about it. And above all we want individuals and organisations to take action, secure in the proof that it works and passionate about its importance. www.engageforsuccess.org E: info@engageforsuccess.org

www.theabp.org.uk E: admin@theabp.org.uk

theHRDIRECTOR is uniquely placed in the HR sector with a clearly defined focus on human resource management at the most senior and board level. It is the most respected independent resource for HR Directors and Senior HR Practitioners - in print, in person and online.

In print: Our monthly flagship publication delivers informative, strategic content, that is both unbiased and independent and of unparalleled editorial quality. Each issue features only strategic editorial content to support, guide and inform HR directors, providing an essential compendium on the many issues challenging HR in business today.

The publication consistently delivers insightful editorial covering the key issues, from employment law to engagement, outsourcing to policy making, and written by renowned experts and highly-regarded practitioners.

The 2014 Peer Awards for Excellence were judged at the June 2014 Awards final/conference, kindly hosted

by RBS at their Central London HQ. Each award (corporate responsibility, customer engagement and people & performance) had its own dedicated conference day with its own specialist audience.

There was no ‘panel of experts’ that sat in secret to judge between the entries of others. Instead everyone at the conference voted for the initiatives that they found had made the most impact, were the most innovative and inspired them the most. Even the finalists themselves were judges. www.thepeerawards.com

In person: Regular complimentary face to face debates with leaders in HR, discussing key issues effecting HR and business today.

Online: Our website and social media platforms provide reactive and instant strategic HR content. www.thehrdirector.com E: info@thehrdirector.com

Employee Engagement Summit

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ABOUT US Following the success of Engage Customer we have now launched Engage Employee to meet the growing demand by businesses to focus on implementing effective employee engagement strategies and operations as a number one business priority.

Recent surveys have shown that Employee Engagement is now the number one focus and challenge for CEOs having overtaken Customer Service.

Engage Employee will focus on best practice, insights and leading edge thinking on the issues, challenges and opportunities relating to employee engagement and its impact on customer engagement.

DIGITAL MEDIA

Join Engage Employee now and benefit from: • Latest news, features, interviews , opinions and blogs at www.engageemployee.com • Weekly newsletter • Invitations to Forums and Summits • Webinars • Invitations to Leadership Roundtables with leading industry experts • Access to www.engagecustomer.com

SUMMITS

DIRECTORS FORUMS

JOIN THE COMMUNITY www.EngageEmployee.com www.engageemployee.com and the Employee Engagement Summit is organised by Engage Business Media who also organise the very successful Customer Engagement Summit.

LEADERSHIP FORUMS

WEBINARS

30 SEP 2015

INTERNAL COMMUNICATIONS DIRECTORS FORUM WEDNESDAY, BLUE FIN VENUE, LONDON

We take a long hard look at the fast changing world of internal communications. The way we work is changing rapidly. Our people are becoming more mobile with access to more and more sophisticated technology. The way we communicate with our people must also change and this Directors Forum will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work and focus on those organisations that are driving towards competitive advantage by getting their employee communications strategies right.

REGISTER NOW www.EngageEmployee.com