2016 Employee Engagement Summit Guide

EVENT GUIDE

EMPLOYEE ENGAGEMENT SUMMIT 2016 THURSDAY 14 APRIL, 2016 VICTORIA PARK PLAZA HOTEL, LONDON

PUTTING THE EMPLOYEE AT THE HEART OF THE ORGANISATION AND FOCUSING ON KEY ISSUES, CHALLENGES AND OPPORTUNITIES AROUND ENGAGING OUR PEOPLE

EmployeeEngagementSummit.com PLATINUM SPONSOR

GOLD SPONSORS

EXHIBITORS

WELCOME A very warm welcome to our second Employee Engagement Summit. Building on the success of our inaugural Summit last year, today we will examine all aspects of engagement, highlighting the commercial and cultural benefits of organisations taking a holistic and joinedup view of their employee and customer engagement strategies.

The Summit will focus firmly on the key issues, challenges and opportunities around engaging our people and includes world class case studies, expert opinion, analysis and high-level networking opportunities.

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.

In addition to a mouth-watering line up of case study presentations from the likes of Coca-Cola Enterprises, LV=, John Lewis Partnership, Unilever, HSBC, Timpson, ITV and BP, there will also be presentations from a leading edge roster of experts in the field of employee engagement led by Alex Edmans, Professor of Finance at London Business School, who will deliver the opening keynote. Lead chair of the Summit this year is Dr. Melissa Hungerford, VP, Talent and Leadership at Coca-Cola Enterprises.

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

Research from the Financial Times reveals two of the most important business challenges identified by CEOs are around their people and their customer relationships. There is a growing and irrefutable body of evidence which proves that organisations with engaged and properly directed employees have lower attrition, 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.

CONTENTS 4 Floor Plan 5 Agenda Summary 6-16 Agenda 19-23 Sponsors 25-27 Exhibitors 29 Partners

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 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, techniques and insight they need to implement effective and successful long term employee engagement strategies. Enjoy.

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EmployeeEngagementSummit.com

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@EngageEmployee #EngageSummits EngageEmployee.com

Employee Engagement Summit is organised by Engage Business Media Ltd

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EMPLOYEE ENGAGEMENT SUMMIT 2016

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PLATINUM SPONSOR

FLOOR PLAN

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Qnnect GOLD SPONSORS

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Jive

13 Academie du Service UK

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SwarmWorks

14 Karian and Box

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Qualtrics

15 Cognadev

7

Grass Roots

16 Gallup

10 Instinctif

EXHIBITORS

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Mainframe

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6

Persona

11 Hear Our Feedback

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Brathay Trust

12 Happy or Not

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Fleet Evolution

PARTNERS 19

17 Ember Services

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Association for Business Psychology

18 Engage For Success

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Catering Station

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HALL 1

HALL 2

Catering Station

13 3 14 2 1 Catering Station

15 16 Entrance

Entrance

Registration Lifts

Information Desk

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Cloakroom Stairs to Reception

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EMPLOYEE ENGAGEMENT SUMMIT 2016

Restroom

Business Centre

AGENDA SUMMARY PLENARY KEYNOTES, HALL 1 & 2 09:00

COCA-COLA CASE STUDY: ENGAGEMENT IS A CHOICE – WHY AMBASSADORS MATTER Dr. Melissa K. Hungerford, VP, Talent & Leadership, Coca-Cola Enterprises

09:45

TIMPSON CASE STUDY: UPSIDE DOWN MANAGEMENT John Timpson, Chairman, Timpson

09:15

THE RETURNS TO EMPLOYEE ENGAGEMENT Alex Edmans, Professor of Finance, London Business School

10:15

THE PURPOSE OF HR: WORK IS KEY TO HOW WE EVALUATE AND EXPERIENCE OUR LIVES Peter Flade, Senior Advisor, Gallup

10:40 COFFEE 11:00

HALL 1 - CHAIR’S INTRODUCTION:

11:00

Dr. Melissa K. Hungerford, VP, Talent And Leadership, Coca-Cola Enterprises

James Rapinac, Business Solutions Consultant, Gallup

STRATEGY & LEADERSHIP

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY 11:10

JOINING THE DOTS TO PROVIDE INNOVATIVE EMPLOYEE INSIGHT Ghassan Karian, CEO and Founder, Karian And Box

11:30

SOFOLOGY CASE STUDY: AGILE HR STRATEGIES THAT ENGAGE SOFOLOGISTS & ACCELERATE BUSINESS GROWTH Alyson Fadil, People Director, Sofology

11:50

HALL 2 - CHAIR’S INTRODUCTION:

11:10

ENGAGING THE WORKFORCE THROUGH TEAM INITIATED JOB CRAFTING Giles McClelland, Division Leader of Business, Economics and International Business, University of Central Lancashire

11:30

INSPIRATIONAL PRESENCE: THE ART OF ENGAGEMENT Dr. Amanda Potter, Managing Director, Zircon Management Consulting

11:50

MEASURE YOUR SERVICE CULTURE TO IMPROVE CUSTOMER SATISFACTION AND EMPLOYEE ENGAGEMENT Claire Bonniol, Managing Director & Alexis Grabar, Founding Partner, Academie du Service UK

FACING UP TO SOME AWKWARD TRUTHS ABOUT EMPLOYEE ENGAGEMENT: AN EVIDENCE-BASED APPROACH Rob Briner, Professor of Organisational Psychology, University of Bath

TRANSFORMATION & CHANGE MANAGEMENT

INTERNAL COMMUNICATIONS & THE VOICE OF THE EMPLOYEE

12:15

ISOS HOUSING GROUP CASE STUDY: EINSTEIN RELOADED – THE PHYSICS OF EMPLOYEE ENGAGEMENT Jennifer Flint, Group Assistant Director, People, Isos Housing Limited

THE FUTURE OF ENGAGEMENT Cathy Brown, Executive Director, Engage For Success

12:35

SAY “YES” TO THE MESS – DE ‘THINGIFYING’ EMPLOYEE ENGAGEMENT Steve Chapman, Chief Adventurer, CSS Change & Creativity

DON’T BOTHER LISTENING IF YOU’RE NOT GOING TO ACT Francis Goss, Commercial Director, Grass Roots

12:55

GETTING THE BEST OUT OF A GLOBAL WORKFORCE Sarah Marrs, SME Employee Engagement, Qualtrics

12:15

ITV CASE STUDY: WHO OWNS ENGAGEMENT? WE ALL DO… Nicole Dempster, Internal Communications Director, ITV Plc

12:35 12:55

13:15 LUNCH

TALENT & RECRUITMENT, INCLUDING SOCIAL ENGAGEMENT

EMPLOYEE & CUSTOMER ENGAGEMENT

14:15

SOCIAL AND COLLABORATIVE COMMUNICATION Nupur Mallick, Director, HR, TCS UK & Ireland

14:15

BUILDING A BRAND FROM THE INSIDE OUT Victoria Lewis-Stephens, Managing Partner, Instinctif Partners

14:35

SEGMENT YOUR TALENT TO GET CLOSER TO THE CUSTOMER Lesley Uren, Partner, People and Talent, PA Consulting Group

14:35

14:55

HAS WORK LOST ITS MEANING? ADDRESSING INCONGRUITIES AT WORK TO INVIGORATE PEOPLE AND ORGANISATIONS Dr. Maretha Prinsloo, Managing Director, CognaDev

HSBC CASE STUDY: WISDOM OF THE CROWD – HARNESSING COLLECTIVE INTELLIGENCE ON A GLOBAL SCALE Dee Gosney, Senior Producer, Global Content & Employee Digital Platforms, HSBC

14:55

ONE SIZE DOES NOT FIT ALL - INSIGHTS FROM RYANAIR, PETS AT HOME & AVIVA AND THE DIFFERENT APPROACHES THEY HAVE TAKEN TO IMPROVE EMPLOYEE ENGAGEMENT Adrian Swinscoe, Consultant, Rare Business

LEARNING & DEVELOPMENT 15:20

HOMESERVE CASE STUDY: MAXIMISING TECHNOLOGY – DRIVING EMPLOYEE ENGAGEMENT Vatsana Gordon, Head of Workforce Management, Homeserve

TECHNOLOGY, INCLUDING A.I IoT & DIGITAL

15:40

UNILEVER CASE STUDY: COLLECTIVE INTELLIGENCE IN ORGANISATIONS Sumeet Verma, Global HR Director, Unilever & Michael Silverman, MD, Silverman Research

16:00

ADAPTIVE LEARNING – A WIN WIN FOR EVERYBODY Bill Parker, Business Development Manager, Qnnect

15:20

BP CASE STUDY: WHY DON’T YOU BUILD A SATNAV FOR ENGAGEMENT? Nick Shackleton-Jones, Director, Learning Innovation & Technology, BP

15:40

LV= CASE STUDY: EMBRACING THE CULTURE OF THE FUTURE Peter Sinden, Director of Sales & Service GI, LV=

16:00

THE POWER OF ACTIVE INVOLVEMENT IN MEETINGS AND EVENTS Hector Venegas, CEO, Swarmworks

16:20 COFFEE

FUTURE OF WORK

REWARD & WELLBEING

16:40

THE PSYCHOLOGY OF YOUR FUTURE EMPLOYEES Lucy Standing, Vice Chair, Association for Business Psychology

16:40

17:00

PANEL DISCUSSION: ENGAGING LEARNERS IN A DIGITALLY CONNECTED AGE Nicola Strong, Owner, CEO and Digital Thinker, Strong Enterprises Iain Trundle, Group Head of Learning Channels, Barclays Rory Lawson, Account Director, City & Guilds Kineo Perry Timms, Director – People & Learning, Media Zoo

JOHN LEWIS PARTNERSHIP CASE STUDY: CARE IN OUR COMMUNITY Jane Burgess, Partnerships’ Counsellor – Main Board Director, John Lewis Partnership

17:00

RECOGNITION – MORE THAN ONE WAY TO SLICE A CARROT Debra Corey, Group Reward Director, Reward Gateway

17:20

WHY ENGAGING YOUR WORKFORCE THROUGH SPORT IS HEALTHY FOR BUSINESS John Butcher, Corporate Manager, Business Solutions, Decathlon UK

17:20

MILLWARD BROWN CASE STUDY: HOW SHARING KNOWLEDGE HELPS TO WIN BUSINESS: ENGAGING YOUR EMPLOYEES & IMPROVING COMMUNICATION FOR BUSINESS RESULTS Deepa Ramesh, Global Community Manager, Millward Brown

17:40 DRINKS & NETWORKING PARTY

EMPLOYEE ENGAGEMENT SUMMIT 2016

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AGENDA PLENARY, HALL 1 & 2 09:00

Wharton in 2007 and was tenured in 2013 shortly before moving to LBS. Alex’s research interests are in corporate finance (corporate governance, executive compensation, investment/growth/innovation, and mergers and acquisitions), behavioural finance, corporate social responsibility, and practical investment strategies. He has published in the American Economic Review, Journal of Finance, Journal of Financial Economics, and Review of Financial Studies. He is Editor of the Review of Finance, a Faculty Research Fellow of the National Bureau of Economic Research, a Research Fellow of the Centre for Economic Policy Research, and a Research Associate of the European Corporate Governance Institute.

COCA-COLA CASE STUDY: ENGAGEMENT IS A CHOICE – WHY AMBASSADORS MATTER Dr. Melissa K. Hungerford, VP, Talent & Leadership, Coca-Cola Enterprises As part of the chair’s opening remarks, Melissa will set the tone for the Summit by sharing her experience linking employee and customer engagement through the lens of choice. Choice is at the heart of engagement. The more empowered and positive we feel about the choice, the stronger the engagement. As employees, we have a choice about our job, how we behave, the company in which we work and how we represent the company. From a customer and consumer perspective, we have a choice in terms of brands, products and services.

09:45

John Timpson, Chairman, Timpson

Dr. Melissa K. Hungerford is currently VP, Talent and Leadership Development for Coca-Cola Enterprises (CCE).

Melissa has 18+ years of experience and a proven track record in designing and leading end-to-end talent management strategies with a focus on strengthening the leadership and talent pipeline, creating an engaged and high performance culture and offering learning and OD solutions to support the business strategy.

Timpson now has over 1300 branches nationwide with a turnover of £195m and profits of over £15m. It is a private business wholly owned by John Timpson and his family.

Timpson is recognised for its innovative work helping exoffenders – it is the UK’s most active employer of people from prison.

John Timpson describes how his company has developed the UK’s biggest service retailer by putting the emphasis on the people who serve their customers. John prides himself on being a maverick and ignores most of the best practice adopted by other companies. It is a business with a caring culture that gives colleagues a wide range of benefits and operates with a social conscience. John describes how he came to develop this individual style of management and why it works.

John Timpson was educated at Oundle and Nottingham University. The Timpson family business was taken over in 1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business, which has diversified into engraving, watch repairs, dry cleaning and photo processing.

10:15

Melissa has worked in three other Fortune 500 companies, across a wide-range of industries including retail with The Home Depot, pharmaceuticals with Bristol-Myers Squibb and fast moving consumer goods with The Coca-Cola Company.

She has global work experience and has lived overseas, previously in Turkey with Coca-Cola’s Eurasia Africa Group and The Netherlands with Philips.

09:15

Gallup research reveals that productivity and engagement are tightly intertwined and have an immense impact on people’s wellbeing. Yet over the past decade productivity growth has slowed and less than a third of people around the world are fully engaged at work.

THE RETURNS TO EMPLOYEE ENGAGEMENT

This session will be a call to action for HR leaders: how they can increase the capability and impact of their function to improve organisational efficiency, employee involvement and contribute towards the betterment of society as a whole.

Does employee engagement improve firm performance, or instead reflect wasteful expenditure? Even if you could show a correlation between employee engagement and firm performance, how do we know what causes what?

Professor Alex Edmans will present the results of a study using 26 years of data to illustrate the business case for employee engagement.

Alex Edmans is a Professor of Finance at London Business School. Alex graduated from Oxford University and then worked for Morgan Stanley in investment banking (London) and fixed income sales and trading (New York). After a PhD in Finance from MIT Sloan as a Fulbright Scholar, he joined

EMPLOYEE ENGAGEMENT SUMMIT 2016

THE PURPOSE OF HR: WORK IS KEY TO HOW WE EVALUATE AND EXPERIENCE OUR LIVES Peter Flade, Senior Advisor, Gallup

Alex Edmans, Professor of Finance, London Business School

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TIMPSON CASE STUDY: UPSIDE DOWN MANAGEMENT

For many FMCG companies, employees and shoppers can be one in the same, creating an even closer connection between those who represent the brand and those who choose to consume the brand. Simply put, if employees don’t believe in their own company and products, then how can we expect customers and consumers to? At Coca‐ Cola Enterprises, our employees play a critical role in making, selling and distributing one of the world’s most well‐known brands. Therefore, it is natural that people, from customers and suppliers to family and friends, will ask questions. Having the facts easily accessible is so important. This need resulted in a programme called Ambassador, designed to equip employees with information about our brands and products, from the safety and quality of our ingredients to how we are engaging in the health and wellness debate to our commitment to sustainability and the communities in which we operate, creating a sense of continued pride and passion that is felt within and outside the company.

Peter Flade advises the executive teams of some of the world’s most influential companies on how to increase productivity and improve business results by unleashing the potential of their people. He has helped companies increase the engagement, well-being and productivity of hundreds of thousands of employees. A particular focus is helping companies grow organically through enduring customer relationships built by their employees.

10:40

COFFEE

AGENDA 11:00

HALL 1 - CHAIR'S INTRODUCTION Dr. Melissa K. Hungerford, VP, Talent And Leadership, Coca-Cola Enterprises The transformation has included rebranding a wellestablished retail business, leading cultural change to a service centred proposition, recruiting a full executive team to assist with external investment and preparing the business to become an Omni-channel retailer.

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY 11:10

JOINING THE DOTS TO PROVIDE INNOVATIVE EMPLOYEE INSIGHT

Alyson is a Fellow member of the CIPD with an MA in Strategic HR management. Currently studying with the OCM for the Advanced Diploma in Professional Coach Mentoring.

Ghassan Karian, CEO and Founder, Karian And Box Employee surveys can help identify the factors an organisation needs to address, but too often businesses fail to use this intelligence to its full advantage. New and innovative techniques are now being used to help businesses join the dots and obtain richer insights, enabling communications and HR leaders to surgically focus on the factors which will secure improvement employee engagement and performance.

She started her HR career in 2005 as a Divisional Business Partner for Luminar Leisure, before moving onto Selfridges PLC as a dual site Senior HR Manager. Her earlier career as a General Manager served her well to transit into a pragmatic, commercial HR professional.

Alyson is a trustee for the charity Dancesyndrome which is an inclusive arts organisation that enables learning disabled individuals to access high quality leadership and development opportunities in order to be more active and visible citizens.

By using dance as a vehicle for change, Dancesyndrome provides creative, cultural and social opportunities that increase physical health and personal well-being.

Ghassan Karian will…

• Set out the fundamental principles of a new way of sourcing and using employee insight in a way which helps internal, strategic communicators advise their stakeholders.

• Share the cutting‐edge techniques available to extract more significant value from employee engagement research.

• Demonstrate these key insights in practical terms by using live but anonymised case studies from multinational or US businesses such as BP, HSBC, Greyhound buses, Nordstrom and the Yellow student bus network.

Ghassan Karian is CEO and founding partner of Karian and Box and started his career in political campaigns for the UK Labour Party. Subsequently, and for 10 years, he led the engagement efforts as Director of Internal Communications for businesses such as British Gas and Rolls-Royce.

Ghassan is recognised as a leading professional in employee engagement, change communications and employee research. He advises business, HR and communication leadership teams on engagement strategy and on providing strategic, actionable insight from employee research.

11:30

SOFOLOGY CASE STUDY: AGILE HR STRATEGIES THAT ENGAGE SOFOLOGISTS & ACCELERATE BUSINESS GROWTH Alyson Fadil, People Director, Sofology From a traditional furniture bricks and mortar retailer, to a new, fresh, contemporary Omni‐channel shopping experience, that turns sofa retailing on its head. A flexible and agile People strategy is critical to its success.

Engagement is at the heart of the strategy building an engaged workforce that supports business growth. This engagement radiates through to our customers who are crucial to the measurement of a Sofologist’s success.

Measuring engagement through our Sofologists, our customers and our suppliers.

Alyson Fadil joined Sofaworks (formally CSL) in July 2012 as HR Director. Her role is responsible for leading its 1000 Sofaworkers through a transformational change programme that turns sofa retailing on its head.

Alyson has a keen interest in assisting young school leavers into the world of work and thus is a volunteer for Inspiring the Future which is an organisation that links schools and colleges with business ambassadors. She is an elite member of the North West Employee Engagement Group and a popular HR blogger.

11:50

FACING UP TO SOME AWKWARD TRUTHS ABOUT EMPLOYEE ENGAGEMENT: AN EVIDENCE-BASED APPROACH Rob Briner, Professor of Organisational Psychology, University of Bath Employee engagement is now well‐established as a central idea and technique for managing and motivating people.

Engagement is intuitively plausible and has created much excitement and activity. However, the answers to many key questions about engagement represent awkward truths which the HR community has been slow to address.

Here I will consider several of these questions and their implications for practice including: What does employee engagement mean? Can it be clearly defined and measured? Is it anything new or different? How good is the evidence linking engagement to performance? And what can we be doing to increase engagement?

Rob Briner was appointed Professor of Organisational Psychology at the School of Management, University of Bath in 2011 and previously worked at Birkbeck College, University of London for 19 years after completing his PhD at the MRC/ESRC Social and Applied Psychology Unit (now the Institute of Work Psychology). His research has focused on several topics including well-being, emotions, stress, ethnicity, the psychological contract, absence from work, motivation, work-nonwork and everyday work behaviour.

Beyond academic research and teaching Rob is passionate about helping practitioners and organisations make better use of evidence, including research evidence in decisionmaking as well as encouraging academics to make research more accessible. He has written for and presented to practitioners on many aspects of HR and organisational

EMPLOYEE ENGAGEMENT SUMMIT 2016

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AGENDA HALL 1 better places to work, that allow us, our businesses and our societies to thrive?

psychology. He is now involved in many initiatives aimed at developing and promoting Evidence-Based organisational psychology and management. He published some of the first papers on evidence-based organisational psychology and HR in 1998 and has since written many more including a contribution to the Oxford Handbook of Evidence-Based Management and the SIOP journal Industrial and Organisational Psychology. He frequently presents to practitioners and runs training courses on how practitioners can practice in a more evidence-based way through searching for, collecting and critically analysing evidence directly relevant to organisational problems and decisions. He is also a founding member, Scientific Director and on the Academic Board of the Center for Evidence-Based Management (http://www.cebma.org/). In 2015 he was named Second Most Influential Thinker by HR Magazine.

As the Executive Director for Engage for Success, I engage and energise audiences around business change, leadership and innovation. I passionately believe that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country.

Engage for Success is a social movement committed to releasing the capabilities of employees to improve performance, instigate growth and enhance wellbeing. It operates across the public, private and third sectors and enjoys significant Government support.

As director for Engage for Success, I have wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement.

With a background in delivering strategic transformation programmes for a FTSE 100 company, I recognise the importance of values, good management practices, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.

INTERNAL COMMUNICATIONS & THE VOICE OF THE EMPLOYEE 12:15

ITV CASE STUDY: WHO OWNS ENGAGEMENT? WE ALL DO… Nicole Dempster, Internal Communications Director, ITV Plc

12:55

There is often much debate about who owns engagement in an organisation. Nicole talks about how engagement is really a collective ownership and shows the levels of engagement that can be achieved when different functions work together towards a common goal.

Francis Goss, Commercial Director, Grass Roots Organisations that have high levels of employee engagement listen to their employees and act on their feedback. Employee voice is one of the key enablers of employee engagement, but it is also a potential cause of disengagement. Employees become increasingly cynical when they see no action taken as a result of their feedback, especially when leaders celebrate an “improvement in our engagement scores”.

Nicole Dempster started her career as a professional musician, before moving into the world of internal communications. She has set up or led the internal communications functions at three major media organisations: Channel 4 Television, Guardian News & Media and ITV, which she joined in 2013. She has also led the internal communications team for Europe, Middle East and Africa at the InterContinental Hotels Group.

Francis Goss, Director Trustee of Engage for Success and Commercial Director at Grass Roots will explore some of the common pitfalls of employee surveys and provide some tips on how to ensure that your employee voice strategy increases rather than decreases employee engagement.

Nicole’s expertise includes change management, crisis communication and employee engagement. She has a keen interest in the changing role of internal communications and its role in driving cultural change and bringing the strategy and brand to life. She is passionate about developing and coaching high performing teams who play a central strategic role in driving engagement in the workplace.

Francis Goss is Commercial Director at Grass Roots and a Director Trustee of the Engage for Success Foundation, the UK’s Taskforce on Employee Engagement. Francis works with organisations on the design and implementation of employee engagement strategies aligned to the four enablers of engagement. Francis holds an honours degree in Law and a Diploma in Motivation from the IPM and has addressed audiences on employee engagement best practice including The House of Commons HR Team and the Hellenic Institute of Customer Service in Athens.

She was named one of Melcrum’s top five ‘Communication Heroes’ for her work at Guardian News & Media and won a major internal team award for her role in crisis management during the Arab Spring at the InterContinental Hotels Group.

12:35

THE FUTURE OF ENGAGEMENT Cathy Brown, Executive Director, Engage For Success The world of work is changing, with demographics, technology, organisations and people themselves all evolving away from traditional patterns of work and employment. How do we harness these changes to build

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EMPLOYEE ENGAGEMENT SUMMIT 2016

DON’T BOTHER LISTENING IF YOU’RE NOT GOING TO ACT

13:15

LUNCH

AGENDA HALL 1 She has been a consultant for over fifteen years – four years as a senior consultant at Towers Perrin London where she led the Human Capital practice and specialised in human resources strategy and talent management, and latterly as co-founder and Chief Executive of specialist Talent Management consulting firm, Jackson Samuel. Prior to that Lesley held senior HR leadership roles with organisations such as PepsiCo.

TALENT & RECRUITMENT, INCLUDING SOCIAL ENGAGEMENT 14:15

SOCIAL AND COLLABORATIVE COMMUNICATION Nupur Mallick, Director, HR, TCS UK & Ireland Tata Consultancy Services’ Enterprise Social Network is a platform that connects over 340,000 employees around the world on one online forum.

Lesley has worked with clients across a wide range of sectors (financial services, retail, utilities, media, telecommunications and public sector), and geographies. She has led talent strategy and process projects in both the public and private sectors for clients such as NHS London, Sainsbury’s, Sony Ericsson and National Grid. She has developed leadership and talent criteria across an equally diverse set of clients including Anglo-American, Tate and Lyle and Time Warner.

It is designed to revolutionise the way in which employees communicate with one another, connect and share knowledge. It aims to make public communication the norm – through blog posts, communities and message boards – in place of private communications such as email to unleash innovation and creativity.

Over recent years, Lesley has led and co-authored six substantial pieces of research into talent management. This research has made a significant contribution to the understanding of what organisations need to do to truly embed enduring talent management processes and address the talent challenges they face in a volatile business environment.

It seeks to provide opportunities for discovering new information and ideas, and to create a community out of the global workforce and leverage wisdom of the crowd.

Since its launch, it has proved effective in communicating with employees, connecting them, identifying talent through user generated communities and crowd sourcing solutions to innovation challenges. With over 280,000 active users, 10,000 communities, and 1.2 million posts in 2015 alone, the network has transformed ways of communication and working for TCS and its employees.

Nupur Mallick has been with Tata Consultancy Services (TCS) for 19 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 11,000 employees from 39 nationalities.

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 and retained the Gold status for the second time and awarded Britain’s Top Employers for five consecutive years.

14:35

14:55

HAS WORK LOST ITS MEANING? ADDRESSING INCONGRUITIES AT WORK TO INVIGORATE PEOPLE AND ORGANISATIONS Dr. Maretha Prinsloo, Psychologist, Consultant, Managing Director, Cognadev The Human Resources industry faces many disruptors, all of which have resulted in incongruities at work.

These challenges require innovative responses to contextualise talent.

By leveraging new approaches to the assessment and development of people, work can become meaningful again.

Lesley Uren, Partner, People and Talent, PA Consulting Group

Dr. Maretha Prinsloo, Managing Director, is a registered psychologist who has worked extensively in the fields of psychotherapy, psychometric test development, people assessment and development, cognitive development, project management, research and development, organisational transformation, community development and business. She is the founder of Cognadev which she has led since 1994. The business has provided assessment and development solutions to approximately 1000 corporate clients and independent consulting groups globally.

We all know that highly engaged, talented individuals deliver real competitive advantage – but how do organisations ensure they focus their limited resource on those individuals who really make a difference? How do we go beyond defining talent as the “top 250” to identify, develop and engage the critical, value creating individuals?

Drawing on PA Consulting’s extensive body of talent research and client case studies, Lesley will explain how you segment your talent in order to get closer to the customer.

She has developed several assessment and development products including the Cognitive Process Profile (CPP), the Learning Orientation Index (LOI), the Motivational Profile (MP), the Value Orientations (VO), the Contextualised Competency Mapping (CCM) tool, the volume assessment system, Cliquidity and a range of corporate and educational development programmes focusing on cognition, emotional intelligence, creativity and values. She has published several articles in peer reviewed journals on the topics of consciousness, leadership assessment and cognition.

SEGMENT YOUR TALENT TO GET CLOSER TO THE CUSTOMER

Lesley Uren has had significant experience as both a leading consultant, operating with Boards and senior teams and as a top level HR professional.

EMPLOYEE ENGAGEMENT SUMMIT 2016

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AGENDA HALL 1 LEARNING & DEVELOPMENT

16:00

ADAPTIVE LEARNING – A WIN WIN FOR EVERYBODY Bill Parker, Business Development Manager, Qnnect

15:20

HOMESERVE CASE STUDY: MAXIMISING TECHNOLOGY – DRIVING EMPLOYEE ENGAGEMENT

As enterprises face new challenges in how to implement learning technologies, Bill Parker takes a look at the benefits of an adaptive learning environment.

Vatsana Gordon, Head of Workforce Management, Homeserve

Discover how the new generation of learning and connected employees are changing the landscape in people management, communications, learning and development.

The contact centre has historically been seen as a necessary expense to any organisation and for many years the objective was to make centres more cost efficient.

Many strategies have been adopted over the years, but more recently there has been a shift in perception of the contact centre and now it is clear that it is, in fact, the heart of the customer experience. At HomeServe there is an ongoing journey to nurture an innovation culture and drive employee engagement. Vatsana Gordon, Head of Workforce Management, will talk about how the business has gathered feedback from its employees. This process, driven by a clear strategy to cultivate a customer service culture, identified the need for a technology refresh.

Vatsana will show how maximising the use of the WFM will have a tangible effect on culture and employee engagement.

Step forward real‐life adaptive learning – where training and learning is flexible, engaging and progressive. Where employee engagement and active coaching are commonplace business values.

From beginning a new role to all‐of‐career training, and from knowledge retention with interactive learning to new in‐context training techniques using ‘any device’ technologies, learn how to embrace the new ways of learning and development with gamification, communication and peer‐to‐peer coaching.

Bill Parker believes that learning should never stop and should be adapted to how an individual learns best. As someone who went straight into work after school and has since spent 30 years working in executive roles in the US and Europe, always learning and developing, he believes technology has helped to pave the way to adaptive learning.

Vatsana Gordon, graduate of Liverpool John Moores University, has worked in the contact centre industry for over 15 years for organisations such as Vodafone, British Gas and Capita. In that time she has seen a number of changes in the industry and significantly, the drive towards employee engagement and how it leads to greater customer excellence.

Currently at HomeServe as Head of WFM for the Service Operations division, she oversees the Resource Planning for the claims call centre, back office, 3rd party contractor network, internal field engineers and the deployment centre.

15:40

Experience has taught him that in any role you have to adapt to your audience and learning is a key part of this, but interactive, progressive and relevant learning is vital.

UNILEVER CASE STUDY: COLLECTIVE INTELLIGENCE IN ORGANISATIONS Sumeet Verma, Global HR Director, Unilever & Michael Silverman, Managing Director, Silverman Research This session will provide an overview of the area of collective intelligence in organisations – what it is, how it is defined, the impact of social and digital technologies and how Unilever are developing and using collective intelligence tools to address a variety of business issues.

Relevant case studies will be provided to illustrate the various challenges to overcome in designing and implementing Collective Intelligence tools in an organisational context.

Sumeet Verma is Global HR Director at Unilever. He currently works in the HR expertise space focusing on Performance Management and Employee Insights. Over the 10+ years in HR, Sumeet has worked on various business partnering and expertise roles covering rewards, talent management, engagement and restructuring.

Michael Silverman is a psychologist and opinion research specialist, with a focus on social collective intelligence. He has worked in academia and commercial research as well as working in-house at Unilever as Head of Employee Insight before establishing Silverman Research in 2010.

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Bill recently returned to formal education to complete an MBA at Nottingham University Business School, taking a less traditional route to go back to learning when he felt it was best to do so with the opinion that it’s never too late.

EMPLOYEE ENGAGEMENT SUMMIT 2016

16:20

COFFEE

FUTURE OF WORK 16:40

THE PSYCHOLOGY OF YOUR FUTURE EMPLOYEES Lucy Standing, Vice Chair, Association For Business Psychology We hear a lot about the future of work – the technological advances which are coming on line and the jobs which will be threatened. Whilst technology evolves, can the same be said of the employees who will be affected? Will your employees adapt as quickly to the changes going on around them? As leaders who shape and influence how organisations engage with their employees, this session is going to consider the fundamentals – what are the basics which drive engagement and motivation at work and will this stay the same in the future?

I could tell you all the letters I have after my name or about the projects I’ve managed or clients I’ve had – but I don’t believe you care about any of that. If you are reading my profile (thank you) then I’d like this time to be more usefully employed.

AGENDA HALL 1 I’m a business psychologist (same as occupational, organisational or industrial) which means you’d work with me if you believe your organisation could achieve more through its people – but maybe you aren’t quite sure how.

17:00

the way learning is approached within Barclays through the use of a solution that sparks interest and curiosity of employees, a multi-channel, resource-based approach to learning.

I’m also a social entrepreneur. Ideas are worth very little – and rather than fantasise, I like and get huge reward from making things work.

Perry Timms has been described by CIPD CEO Peter Cheese as “The HR Futurist” Perry’s energy, passion and insight around people development and the world of work are his trademarks.

PANEL DISCUSSION: ENGAGING LEARNERS IN A DIGITALLY CONNECTED AGE

A Chartered CIPD Member; facilitator & coach, Perry has led technology-driven business change for over 20 years as a corporate Head of Learning, Talent & OD. Perry runs his own enterprise – PTHR – alongside that of being Director – People & Learning at fast-growing creative digital agency Media Zoo. Perry is aiming to transform learning and work through use of social technologies; innovation as usual; more soulful leadership; and being an always-on learner for a range of clients in all sectors.

Nicola Strong, Owner, CEO and Digital Thinker, Strong Enterprises (Chair) Iain Trundle, Group Head of Learning Channels, Barclays Rory Lawson, Account Director, City & Guilds Kineo Perry Timms, Director – People & Learning, Media Zoo Which digital trends are driving engagement in workplace learning in your organisations? In engaging learners, how do we ensure a balance between established learning practices and disruptive forward thinking?

Perry is an international and TEDx speaker on HR and the future of work, authored the e-book “HR 2025” and writes for a range of online HR and Work publications and journals and at the end of 2015 was asked to join IBM’s Future of Work programme.

How do you engage, connect and deliver learning to a global workforce?

Our Panellists include: Rory Lawson (Kineo) Solutions Consultant focused on digital and blended learning; Perry Timms (CIPD, Media Zoo) our resident HR Futurist who wants a balance between established learning practices and disruptive forward thinking; and Iain Trundle (Barclays) who has taken a fresh look at connecting 135,000 employees to 170 learning programmes in over 45 countries. Chaired by Nicola Strong, explorer of authentic conversations in digital spaces.

Perry is a social HR Practitioner; voted a top 10 blogger in International and UK magazines. Perry is Adviser to the CIPD on Social Media & Engagement, built the Institute’s first MOOC “Working Digitally: Social Media and HR” and was a Guide for the CIPD/MiX HR Hackathon.

17:20

Nicola Strong is fascinated in how we are human in digital spaces. Specifically, how different technologies can support, enhance or block authentic communication in our day-to-day working lives.

Deepa Ramesh, Global Community Manager, Millward Brown This presentation covers the thinking behind moving from a traditional intranet to a collaborative one, ways that we use the community to grow knowledge and share ideas, and how we continue to engage our community members via various initiatives.

As a mash-up researcher and lateral futurist she has been exploring the use of Augmented Reality (AR) in customer service, learning how gamification and serious games can help leaders improve the way they lead, debated the use of intelligent robots for expanding the human job market and, of course, how to engage the collective intelligence (hive mind) of large groups of individuals through online tools or social media.

As Global Community Manager, Deepa Ramesh is responsible for managing Millward Brown’s online community of 5500+ employees across North America, Latin America, UK, Europe, Australia, Asia and Africa. Deepa has been managing and promoting the use of the Social Business platform as a communication tool at global, regional, local and account team levels for four years. Prior to this role, she was the Regional Marketing Executive for Millward Brown based in Singapore after which she moved to an Employee Engagement role at Millward Brown North America, based in New York.

As Account Director at City & Guilds Kineo, Rory Lawson directs innovative learning solutions and strategies for Kineo’s key accounts. Rory has a passion for design and technology, delivering highly creative design concepts and solutions that are blended or purely digital, and provides consultancy to some of the world’s leading brands. He has a proven ability to manage and drive large scale, international, digital learning projects, from Needs Analysis through to media production to delivery and assessment of high impact learning.

She currently lives in London. Her role includes building the strategy for Greenhouse (Millward Brown’s Jive Community) including design & architecture, coaching and leading a team of champions globally, identifying opportunities to improve the user experience, engaging employees in the community and championing best practice across the community.

Iain Trundle has lived and breathed the digital world for over 15 years, spanning corporate learning technologies, business strategy, client management and production roles across many industries.

He’s successfully delivered many platforms, tools and programmes, but considers the latest initiative he’s been working on at Barclays the most exciting yet. It’s transforming

MILLWARD BROWN CASE STUDY: HOW SHARING KNOWLEDGE HELPS TO WIN BUSINESS: ENGAGING YOUR EMPLOYEES & IMPROVING COMMUNICATION FOR BUSINESS RESULTS

17:40

DRINKS & NETWORKING PARTY

EMPLOYEE ENGAGEMENT SUMMIT 2016

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AGENDA 11:00

CHAIR'S INTRODUCTION James Rapinac, Business Solutions Consultant, Gallup Dr. Amanda Potter is a Chartered Occupational Psychologist with over 20 years’ experience in Talent Management and Engagement. Amanda is an Associate Fellow of the Division of Occupational Psychology within the British Psychological Society (BPS) and is both a Chartered Scientist and a Chartered Occupational Psychologist. Amanda has international experience working at board level and has been involved with talent system design and implementation since 1993. Amanda founded Zircon, an award-winning Business Psychology Consultancy, in 2000 and in 2015 also founded an online Talent Management business, Talent Gene®.

STRATEGY & LEADERSHIP 11:10

ENGAGING THE WORKFORCE THROUGH TEAM INITIATED JOB CRAFTING Dr. Giles McClelland, Division Leader of Business, Economics and International Business, University of Central Lancashire Job crafting is a self‐initiated behaviour in which individuals or teams change aspects of the work to make the work more meaningful. Collaborative job crafting is associated with higher employee engagement and team performance. Call centre supervisors and managers need to be aware of the potential benefits of collaborative crafting to ensure it is not inhibited by their behaviours. As positive consequences are associated with collaborative crafting, organisations should consider ways to enhance the collaborative crafting capability of teams.

Dr. Giles McClelland is Division Leader of Business, Economics and International Business at the University of Central Lancashire. Previous to following a career in academia Giles coordinated the market intelligence and research strategy for the CallNorthWest project. Giles’ research interests are firmly located in the field of Industrial/Organisational Psychology. In particular, team effectiveness. His most recent study on how call centre teams proactively adjust aspects of their work to create more meaningful experiences was published in the Journal of Organisational and Occupational Psychology.

11:30

INSPIRATIONAL PRESENCE: THE ART OF ENGAGEMENT Dr. Amanda Potter, Managing Director, Zircon Management Consulting This session will look at the concept of Inspirational Leadership and Executive Presence and will start to uncover the critical elements of how Inspirational Presence impacts the leaders’ ability to engage their people. The concept of Inspirational Leadership is fascinating and has been a topic of interest for many years, with researchers suggesting that Inspirational Leaders have no need to impress or flex their power or position in order to gain control. Executive Presence is less well researched and until now, even less well defined. Most people agree that we ‘know’ when someone has Executive Presence but we can’t necessarily define it.

The Zircon team interviewed 196 leaders from a diverse mix of companies to understand how to define Executive Presence and Inspirational Leadership, asking whether they were linked and, most significantly, whether they are critical for leadership and business success. This research has been invaluable in defining the critical success factors for managers and leaders in a business environment.

This interactive session will delve into the engaging concept of Inspirational Presence. We ask for people’s opinions on which characteristics make up Executive Presence and Inspirational Leadership; examples of leaders who have it; and the value that they bring, if any, to engaging the modern organisation. We also examine the methods that could be used to assess the extent to which leaders are inspirational and have presence.

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EMPLOYEE ENGAGEMENT SUMMIT 2016

Amanda takes an innovative approach to talent strategy and has focused her time on the development and delivery of talent assessment and identification, team development and facilitation, succession planning, performance management programmes and events. Amanda designs and delivers individual, team and organisational level interventions to maximise corporate performance, employee satisfaction, engagement and fit. Amanda is also an executive coach and works with clients on a one-to-one and group basis.

11:50

MEASURE YOUR SERVICE CULTURE TO IMPROVE CUSTOMER SATISFACTION AND EMPLOYEE ENGAGEMENT Claire Bonniol, Managing Director, Academie du Service UK & Alexis Grabar, Founding Partner, Academie du Service UK The goal for a Business Owner or a Managing Director is to differentiate its business from its competitors and make sustainable profits on a long term basis. For employees, the challenge is to feel constantly motivated in their job and find rewards in the reaction of their internal and external customers. Therefore, developing a great service culture within an organisation will largely improve business results and increase employee engagement.

Academie du Service UK will deliver for the first time publicly the results of its unique National Barometer measuring the maturity of Service Culture in all major UK industries.

Claire Bonniol is Managing Director of Academie du Service UK, with 20 years of international experience in the field of marketing of services and managerial innovative approaches, as consultant, business developer and trainer.

After having joined the Accor Group in 2001, she relished the opportunity to develop entrepreneurial skills, first participating in the creation of Academie du Service as an Accor Subsidiary, then becoming co-owner of the company when it became independent, launching a unique bilingual magazine dedicated to service activities and co-founding the Service Lab Foundation.

She has an Executive MBA from CELSA-Sorbonne, 2 Masters Degrees (Communication & European Culture Management) and a postgraduate in HR policies from the College of Europe (Belgium).

Alexis Grabar is a Franco-American serial entrepreneur and Founding Partner of Academie du Service UK in charge of Business Development and Strategy. Alexis has more than 10 years of international corporate experience with Eurocopter, Airbus, Cap Gemini and NetJets.

AGENDA HALL 2 And she is passionate about…

• Continuous personal development to enable her to become a more effective internal change agent and HR leader.

• Coaching people to help them unlock their potential.

• Helping organisations to become more agile and resilient.

Since 2002 living in London, Alexis has founded and managed two UK companies with offices in France, Russia and US around service culture and employee engagement.

He is an expert in Transport, Media, Technology, Luxury, Retail and Cosmetics industries. Alexis holds an MSc from Grenoble School of Management, and a MBA from HEC Paris.

TRANSFORMATION & CHANGE MANAGEMENT

12:35

12:15

SAY “YES” TO THE MESS – DE ‘THINGIFYING’ EMPLOYEE ENGAGEMENT Steve Chapman, Chief Adventurer, CSS Change & Creativity

ISOS HOUSING GROUP CASE STUDY: EINSTEIN RELOADED – THE PHYSICS OF EMPLOYEE ENGAGEMENT

‘Thingification’ is the biggest threat to organisational transformation and employee engagement in modern organisations. It is only by treating our organisations less as things and more as complex patterns of human relating that we can truly begin to engage our employees in a way that is more lively, exciting and innovative. In this highly interactive session, Steve will explore what it means to engage our employees in a more spontaneous and creative way and the particular type of psychological and social permission that is required to enable cultures in which employee’s creative spirit can thrive.

Jennifer Flint, Group Assistant Director, People, Isos Housing Limited In 2010 Isos Housing underwent a transformational change programme to create a single, consolidated business and position the business for further growth, following a rapid series of mergers and acquisitions. Within five years Isos grew from £42 to £86 million turnover and staff engagement increased from 56% to 91%, with Isos becoming a Gold Investor In People and a Sunday Times Top 100 employer.

Steve Chapman is fascinated by human beings, how they interact, fall out, make up, change and create stuff together.

Before becoming an independent consultant, speaker, writer and coach he spent over 20 years in the corporate world, his last role being Director of Leadership and Organisation Development for a large global blue chip. It was during this time that he became intrigued by the difference between what is supposed to happen in organisations versus what actually happens. He started to notice how many of the unquestioned corporate traditions (such as strategy, structure, change management, governance, meetings etc.) actually constrained the very things that organisations need to survive and thrive in the future – imagination, creativity, spontaneity and innovation. He decided to dedicate his work to making sense of all of this and transformed his corporate career into creative adventure.

Key to this success was inspiring staff through a winning formula of igniting energy, momentum and connection. It began by creating an exciting new purpose and vision and gathered pace through an imaginative campaign that engaged everyone in helping to make Isos the North’s leading housing organisation. The result: staff engagement, squared.

Jennifer Flint is a chartered Member of the CIPD with nineteen years experience in a variety of HR, L&D and OD roles in different sectors. She is currently the Group Assistant Director People for Isos, a regional housing association that provides affordable homes for sale and rent.

She leads three teams – Organisation Development, Communications & Marketing and Health & Safety – who help to build the brand, make Isos a brilliant place to work and deliver the purpose of making people’s lives better every day.

Current projects • Engaging staff and managers in developing a revised set of corporate values to support the new Group following a period of growth.

• Delivering a five year Communications and Marketing strategy which aims to position Isos as a leader for social impact, regionally and nationally, and as an authentic voice for affordable housing.

• Developing a Reward and Recognition strategy to support Isos’s 2020 vision.

• Delivery of a five year Health, Safety and Wellbeing Strategy.

Jennifer is particularly interested in…

• The importance of stepping into vulnerability in order to become an inspirational leader.

• Nurturing an organisational culture of innovation by developing resilience and creativity.

• The link between internal organisational culture and external brand management.

• Using Myers Briggs as a tool for personal and team development.

Steve has worked with a wide variety of clients in a broad range of sectors helping them through times of change and developing their own creative and innovative spirit. He has worked with companies in various sectors, including airlines, telecoms, pharmaceuticals, energy, FMCG, engineering, retail, utilities, digital, financial services, design/creative agencies, academia, trade union, local government and charities. He holds an MSc with distinction in Organisational Change from Ashridge Business School where he returns as visiting faculty to talk about organisational change, creativity and innovation.

12:55

GETTING THE BEST OUT OF A GLOBAL WORKFORCE Sarah Marrs, SME Employee Engagement, Qualtrics A global workforce is the secret behind a world class company. But without getting to grips with its DNA, even the best employer can’t hope to bring out the best in its people or capitalise on the diversity of its talent base.

That’s why Qualtrics, the world’s leading insight platform, asked 6,500 employees in 14 countries what they thought about work. How happy they are in their professions and what motivates them most? How do they rate their work life balance, their personal productivity and that of their compatriots? From Sweden to Greece, Canada to the UK,

EMPLOYEE ENGAGEMENT SUMMIT 2016

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AGENDA HALL 2 the results challenge stereotypes and defy received wisdom with required reading for Business Leaders who want to bring out the best in their employers’ global workforces.

voice; introducing HSBC NOW Share, a ground‐breaking video crowdsourcing app launched to 260,000 employees across 72 countries. From business case to implementation in eight weeks, learn how we cut through bureaucracy to drive innovation at speed and gather valuable insight into cultural mindset.

Sarah Marrs has been specialising in designing and running Employee Engagement surveys for seven years. She joined Qualtrics in April 2015 after spending some time in-house at Tesco delivering their global employee survey. Prior to Tesco Sarah worked at the Hay Group for 4 years based in their Melbourne, Australia office. She led accounts for their largest clients in the region, designing and delivering impactful survey programs. Sarah has particular experience in delivering surveys to Financial Services and Retail organisations, and is a big believer in the power of listening to and acting on employee feedback. At Qualtrics she works with organisations looking to explore innovative ways of getting feedback from their employees, helping them find solutions that are both robust and innovative.

13:15

Dee Gosney is a senior producer for HSBC NOW TV, an award-winning global news channel aimed at an audience of 250,000 employees across 71 countries. Since its launch in 2011, the programme has attracted over 100,000 regular viewers and has picked up multiple awards: Best Web TV at the European Digital Awards 2012, Best Internal Communications at the Corporate Comms Awards 2012 and Best International Program at the CIPR Inside Awards 2013.

In 2014 HSBC NOW TV also won Bronze at the Cannes PR Lions (Internal Communications).

Since joining HSBC in 2008, Dee has field produced in Egypt, Turkey, China, Hong Kong, Dubai and Oman. She is currently responsible for developing long-form video content to support HSBC’s strategic business priorities including the development of the Renminbi and the company’s core values.

She has recently led the launch of HSBC’s first global staff video app.

LUNCH

EMPLOYEE & CUSTOMER ENGAGEMENT 14:15

BUILDING A BRAND FROM THE INSIDE OUT Victoria Lewis-Stephens, Managing Partner, Instinctif Partners Big brands make big promises but unless your people are aligned behind those promises your customers will be impacted. Whatever type of business you are part of, aligning your people behind where you are going is essential. In this session you will hear case studies highlighting how communicators from some of the world’s biggest brands have engaged their people to deliver growth, innovation and service.

In this session we will share: • Insights into how to build your brand from the inside out.

• How to align your people behind your vision and brand promise.

• How to tap into the real influencers within your business to inspire change.

As a passionate advocate for the impact employee and customer engagement can have on driving business growth and performance, Victoria is responsible for developing compelling engagement strategies for some of the world’s biggest brands. Victoria specialises in helping businesses engage their people during periods of significant change, turning them into growth drivers and brand advocates. She has worked with Direct Line Group, Starwood Hotels, HSBC, eBay, Lloyd’s Banking Group, Unilever, Royal Bank of Scotland, Wolseley plc, British Gas, and Specsavers.

14:35

HSBC CASE STUDY: WISDOM OF THE CROWD – HARNESSING COLLECTIVE INTELLIGENCE ON A GLOBAL SCALE Dee Gosney, Senior Producer, Global Content & Employee Digital Platforms, HSBC How we responded to employee demands for an authentic

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EMPLOYEE ENGAGEMENT SUMMIT 2016

14:55

ONE SIZE DOES NOT FIT ALL – INSIGHTS FROM RYANAIR, PETS AT HOME AND AVIVA AND THE DIFFERENT APPROACHES THEY HAVE TAKEN TO IMPROVE EMPLOYEE ENGAGEMENT Adrian Swinscoe, Consultant, Rare Business Featuring case studies and interviews from his new book (How To Wow), Adrian will share a number of stories about the different approaches that firms such as Ryanair, Pets At Home and Aviva (as well as others) have taken, how that has improved their employee engagement and what has been the impact on customer engagement, performance and profitability.

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Outside of work, he’s a keen but distinctly average rockclimber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

AGENDA HALL 2 business results achieved as LV= shot from the UK’s 12th to the 2nd largest car insurer, also being named as YouGov Most Recommended Insurer, Moneywise Most Trusted Insurer and to complete the hat trick the leading Insurer in the ICS Customer Satisfaction Index.

TECHNOLOGY, INCLUDING A.I, IOT & DIGITAL 15:20

BP CASE STUDY: WHY DON’T YOU BUILD A SATNAV FOR ENGAGEMENT? Nick Shackleton-Jones, Director, Learning Innovation & Technology, BP

16:00 •

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If education was never effective at knowledge transfer, and knowledge transfer was never the way to change behaviour – how would we go about improving performance?

Do we need to think harder about learning elimination? Did you get a manual with your last technology purchase? Did you read it?

What if we had SatNav for everything? Could technology build your organisational capability whilst simultaneously reducing the need for individual capability?

Could we do this for areas like leadership? Could we radically improve employee engagement through wearable leadership guidance systems?

Hector Venegas, CEO, Swarmworks The desired outcome of meetings and events can have different objectives. It might be learning, informing, motivating or networking or even all of those. What they all have in common though, is the fact that it is people gathering for a certain purpose. So how can we make sure to achieve those desired outcomes?

The Meetovation concept from VisitDenmark considers the active involvement of the delegates as one of the pillars of a successful meeting or event. SwarmWorks has developed different methods to do exactly that:

Nick Shackleton-Jones started his career as a psychology lecturer, developing an interest in technology which brought him into the world of corporate learning. Before joining BP in December 2010 as Director, Online & Informal Learning Nick worked for the BBC where he was also responsible for online & informal learning. Together with his team he is responsible for publication of the Learning Design Toolkit, The Affective Context Model and the Learning Field Guide.

He speaks regularly on topics including the future of learning, culture change, social media and learning innovation. He blogs sporadically at aconventional.com, and dreams of a time when working in learning will be a real job.

15:40

Turning the audience into participants.

Meet Héctor A. Venegas, CEO of SwarmWorks, for a dialogue on the power of active involvement in meetings and events.

Héctor A. Venegas is Chief Executive Officer and Partner of SwarmWorks Ltd, a company specialised in interactive involvement of large audiences by making use of the collective intelligence of the attendees. Therefore SwarmWorks has developed world unique methods. The company’s headquarter is based in Cologne (Germany) with offices in London (UK), Asheville and Boston (USA). Héctor graduated from law school at the University of Cologne.

Besides his role at SwarmWorks, he is current President of the MPI Germany Chapter. He has been in leading roles within the events industry for more than 15 years.

LV= CASE STUDY: EMBRACING THE CULTURE OF THE FUTURE Peter Sinden, Director of Sales & Service GI, LV= LV= have risen from the UK’s 12th to the 2nd largest car insurer and are on a mission to become Britain’s Best Loved insurer. A major focus being to nurture their ‘people first’ empowered and award winning culture, one that is achieving employee engagement scores way above the Financial Services industry norm, whilst also delivering exceptional service and customer satisfaction results.

Peter’s experience and passion, having spent 25 years with Lloyds TSB before moving to LV= in 2005, has helped to shape and deliver LV=’s excellent people, customer and business results throughout their growth and during a period of huge change in consumer behaviour and demands.

He is well placed to talk about the impacts of how these changes will continue, at a faster pace, driven by consumer tech, how this will impact colleagues and customers and what we should start thinking about now in order to remain competitive and relevant into the future.

Peter Sinden is passionate about his colleagues and customers. Having spent 25 years with Lloyds TSB, the last five running their Direct Insurance business, he then moved to LV= in 2005 relishing the challenge of helping to turn the company’s fortunes around. Here he has played a key role in shaping and delivering the excellent people, customer and

THE POWER OF ACTIVE INVOLVEMENT IN MEETINGS AND EVENTS

16:20

COFFEE

REWARD & WELLBEING 16:40

JOHN LEWIS PARTNERSHIP CASE STUDY: CARE IN OUR COMMUNITY Jane Burgess, Partnerships’ Counsellor – Main Board Director, John Lewis Partnership Health and wellbeing of employees is an important aspect for any company, and particularly so in a co‐owned business such as the Partnership. It is not only about programmes and policies but commitments at the heart of the business. The presentation will highlight the Partnership’s approach. Our Founder in setting up the Partnership said: ‘True happiness requires a sense of honest service to the general community, a sense of being some use in the world. But, subject to those claims of conscience, happiness depends upon quite other things. Work and fellow‐workers must be congenial. There must be peace of mind. Income must be sufficient and so on.

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AGENDA HALL 2 Those are the aims of a young man or woman starting life with a desire to be self‐supporting. The supreme purpose of the John Lewis Partnership is that its members shall feel that by their membership they are achieving those aims at least as well and in most cases better than otherwise they would.’

I have Main Board Level experience with operational leadership and human resources practice in a customer facing business. I have proven ability to help shape strategy; ensure robust, constructive and objective challenge, working as an internal senior independent director, a good understanding and application of governance arrangements, employee engagement and monitoring of performance in an environment where upholding values, standards and relationships are critical. I also have experience as a non executive director with Loch Fyne Oysters.

2015, Debra joined the global leader in employee engagement technology Reward Gateway as Group Reward Director.

In 2012, Debra was named Employee Benefits Professional of the Year by Employee Benefits magazine.

Debra’s new book “Effective HR Communication : A Framework for Communicating HR Programmes with Impact” was published by Kogan Page in March 2016.

17:20

WHY ENGAGING YOUR WORKFORCE THROUGH SPORT IS HEALTHY FOR BUSINESS John Butcher, Corporate Manager, Business Solutions, Decathlon UK

I have worked for over thirty years for the John Lewis Partnership, a food and non food £10bn retail business, employing 90,000 Partners, which has a successful history and an exciting future operating within the context of employee ownership. Since 2012 I have been a Main Board Director, reporting to the Chairman and with current experience of the Risk and Audit, Remuneration and CSR sub committees. As a board director, I spend time understanding the nature and context of the commercial world in which we operate and shaping business strategy accordingly.

Today 57% of the UK workforce are not engaged at work by their employers.

Companies across the UK are trying to find ways to increase productivity, reduce absenteeism and boost satisfaction as well as retain talent and lower stress.

Culture and engagement was rated as the number 1 issue for HR leaders not only in the UK but also across the globe – so the problem facing business owners is clear, but how can employers tackle this in an environment where costs are always challenged?

My current role is to assimilate information and insight, raise issues and facilitate debate to ensure the Board and the executive think holistically and practically across all aspects of the business from the perspective of all employees as coowners (employees are all effectively the shareholders), and successfully delivers agrees strategic initiatives in a manner that takes full account of the Partnership’s enduring seven principles.

This presentation will focus on: • • •

17:00

RECOGNITION – MORE THAN ONE WAY TO SLICE A CARROT

John Butcher has worked for Decathlon for 15 years, starting in retail where he opened companies 6th store, Lakeside in 2005.

Debra Corey, Group Reward Director, Reward Gateway We know a “one‐size‐fits‐all” approach doesn’t work for recognition, so how do you implement a programme to help drive employee engagement, performance or retention that will work at your company?

John took in 2006 responsibility at UK level management of Operations, before taking charge of Communications and Marketing in 2011.

In this session, Debra will share examples of how top UK businesses recognise their people.

Between 2011 and 2015 John took charge of the management of all marketing activity for the UK including the investments for the store opening programme. Over this period Decathlon doubled the number of stores in the UK from 10 to 20, there will be a further 8 stores openings in 2016.

She focusses on three key areas: • • •

Why these programmes were introduced.

What type of programme and awards were put in place to support these objectives.

How these companies achieved their objectives and became award winning programmes!

Debra Corey is an author and multi-award winning professional with more than 30 years’ experience in benefits, compensation, performance management, global mobility and recognition. Throughout her career, she has held senior reward roles at a number of well-known global organisations like Gap, Quintiles, Morrisons and Merlin Entertainments where she led award-winning communications campaigns. In

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The benefits of sport on health and wellbeing – the benefits for the employee and the business results.

How to organise collective sporting activity in work and encourage it outside work.

How to offer a solution to allow an employee’s family members to benefit from sport as well.

In July 2015 John launched a new business unit, Decathlon for business, which has as its goal to enable companies to engage their employees through sport as part of their rewards and recognition programmes.

17:40

DRINKS & NETWORKING PARTY

EMPLO OY YEE ENG GAG GEMENT SOLUTIONS JOY RECOGNITION

LEARNING

SUR RVEY V S

COMMUNICATION T

WELLBEING

BENEFITS

Grass Roots deliver innovative engagement solutions that make a more enjoyable work experience. By maximising engagement throughout the employee journey, we help our clients to inspire their people to realise their full potential and deliver results.

COME AND LISTEN TO FRANCIS GOSS AT 12.55 IN HALL 1

Francis, Director Trustee of Engage for Success and Commercial Director at Grass Roots, will explore common pitfalls of employee surveys and provide tips on how to ensure your employee voice strategy increases rather than decreases employee engagement.

CONT TACT US TO SEE OUR SOLUTIONS IN ACT TION engage@grg.com 01442 829273 www.grassrootsgroup.com

SPONSORS PLATINUM Qnnect provides an interactive and dynamic way for companies and employees to improve engagement through communication, information sharing, learning and team development.

Qnnect enables highly motivated employees to use secure chat for team communication, participate in active learning quizzes and monitor personal progress.

Integrated reporting allows managers and employees to track progress, identify knowledge gaps, and ensure understanding with sustainable team development.

Contact Details: Bill Parker, Business Development T: +44 7768 272792 E: bill.parker@qnnect.com W: www.qnnect.com

GOLD Academie du Service UK is the English subsidiary of Académie du Service, the consulting and training firm recognised as market leader in France and pioneer internationally in service culture, employee engagement and customer satisfaction. With more than 250 prestigious clients across various industries worldwide, London has been chosen to be the first subsidiary of their international expansion.

Their expertise includes: • Designing the customer and employee experience • Training managers, in-house trainers, and associates to embody the appropriate attitudes to get customer satisfaction • Measuring, communicating and reinforcing service culture in the company to succeed in the long-term Contact details: Claire Bonniol, Managing Director T: 0033 (0) 6 19 99 42 21 E: Claire.bonniol@academieduservice.co.uk W: www.academieduservice.com/en

Cognadev focuses on people assessment and development and has, since 1994, created innovative techniques to identify and leverage talent, manage people risks and empower business. We have, over the past two decades assisted approximately 1000 corporate and consulting clients, globally.

The Cognadev assessments involve unique, online systems measuring psychological constructs such as cognition, values, motivation and job-related competence. Our methodologies are based on a systems modelling approach which transcends traditional psychometrics. In terms of training and development, Cognadev introduces professionals to the powerful theoretical models which underlie our assessment products. In terms of consulting, we aim at leveraging assessment and development solutions to actualise human and organisational potential.

Cognadev offers the following assessment products: • The Cognitive Process Profile (CPP) • The Learning Orientation Index (LOI) • The Contextualised Competency Mapping (CCM) • The Motivational Profile (MP) • The Value Orientations (VO) Contact Details: E: info@cognadev.com W: www.cognadev.com

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MISSION N: 100% COM MMITMENT TO SERVICE CULT TURE

DISCOVER OUR SERVICE CULT CUL TURE BAROMET TER A unique tool measurin ng the correlation between n employee and customer engagem ment Request a copy of our stu udy “The UK & Services” via our we ebsite

contact@academieduservice.co.uk www.academieduservice.com/ /e en @AcademieService Academie du Service UK

SPONSORS GOLD Gallup delivers analytics and advice to help leaders and organisations 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 organisation in the world.

Contact details: Gallup, The Shard, 18th Floor, 32 London Bridge Street, SE1 9SG T: 020 7950 4400 W: www.gallup.com

Great organisations have engaged employees - achieving better performance and better productivity through the effort and commitment of their people. Grass Roots deliver innovative engagement solutions that make a more enjoyable work experience. By maximising engagement throughout the employee journey, we help our clients to inspire their people to realise their full potential and deliver results.

Our solutions include: Recognition, Learning, Surveys, Benefits, Wellbeing and Communication.

Key Products: Employee Engagement Solutions: Welcome On Board, Living Our Values, Working Together, Celebrating Success, Developing Yourself, Have Your Say, Benefits For Everyone.

Francis Goss, Commercial Director at Grass Roots and a Director Trustee of the Engage for Success Foundation will be speaking on Internal Communications and The Voice of the Employee at 12.55 – 13.15 in Hall 1.

Contact details: Francis Goss, Commercial Director, Grass Roots E: francis.goss@grg.com W: www.grg.com

Big Brands make big promises. We help to deliver them.

We work with our clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward. So, whatever type of business you are leading, whether you need customer, employee, stakeholder, or brand engagement, we will help you bring your customers and employees with you on your journey.

From crafting your communication strategy to telling your corporate story or building customer campaigns, we enable the behavioural change to create growth that helps you adapt to an ever-business environment.

Working with businesses across all sectors – from global brands to regional start-ups – we thrive on getting to know each of our clients.

Contact details: Sarah Harrison, New Business Manager T: 07581148550 E: Sarah.harrison@instinctif.com W: www.instinctif.com

Jive is the leading provider of modern communication and collaboration solutions for business. Our products apply powerful technology that helps employees, partners and customers work better together. Inside companies, Jive-n interactive intranets and collaborative hubs dramatically improve employee productivity, alignment and innovation. Externally, Jive-x customer and partner communities drive higher sales, better service and greater satisfaction. Millions of users and many of the world’s most successful companies rely on Jive day in and day out to get work done, delight their customers and stay ahead of their competitors. For more information please visit: www.jivesoftware.com Contact details: Lisa Grantham, Director International Marketing (EMEA & APAC) T: 0118 402 6900 E: lisa.g@jivesoftware.com W: www.jivesoftware.com

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We will be pleased to advise you Please contact us, we look forward to hearing from

SwarmWorks Ltd.

SwarmWorks, Inc.

Langbaurghstraße 17 ͲϱϯϴϰϮ dƌŽŝƐĚŽƌĨ Germany

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SPONSORS GOLD Karian and Box, established in 2006, has built a strong reputation as an employee engagement specialist. We are, first and foremost, experts in how to better communicate with, engage and mobilise employees behind business priorities.

We offer three core services, helping organisations to: • • •

Develop the right employee engagement strategy in support of an organisation’s business priorities.

Define and conduct innovative measurement of employee opinion and engagement to provide comprehensive and actionable insights.

Build and implement creative, high impact campaigns and communications that turn an organisation’s engagement strategy into tangible action.

With 40 in-house specialists, we are now one of the fastest growing companies in the engagement and employee research sectors with a reputation for innovative and unique approaches, and a flexible, trusted, high-quality service that exceeds client expectations. Since starting in 2006, we have continued to grow through the referral and advocacy of clients who have benefited from our services. We work in partnership with some of the biggest UK and international brands, including Aviva, HSBC, BP, Barclays, FirstGroup and The Co-operative Group to name only a few.

Contact Details: Ghassan Karian, CEO, Karian and Box T: 01904 654454 E: ghassan.karian@karianandbox.com W: www.karianandbox.com

Qualtrics is a rapidly growing software-as-a-service company and the provider of the world's leading insight platform. Qualtrics' Employee Insights technology combines organisational hierarchy management, rolebased dashboards and reporting, driver analysis, and action planning with Qualtrics’ intuitive survey engine, empowering organisations to manage the entire employee lifecycle—from onboarding and engagement to leadership development and departure. With support from Qualtrics’ HR subject matter experts and I/O psychologists, thousands of Qualtrics customers worldwide are taking control of their employee insights programs and capturing real-time, holistic views of employee sentiment at every level of their organisations.

To learn more visit: www.qualtrics.com/employee-insights Contact Details: Ian McVey, Head of Enterprise Sales, Northern Europe T: + 44 (0) 203 4437040 E: imcvey@qualtrics.com W: www.qualtrics.com

Reward Gateway is the world leader in employee engagement software and helps HR departments to attract, engage and retain the best talent. The company’s SmartHub® software is a cloud-based, easy to deploy and use, system that includes built-in employee benefits, recognition products and employee communications tools. Designed entirely around the needs of HR, SmartHub® puts full, real-time control in the hands of HR with an easy to use system backed by 24/7 support.

Contact Details: Oliver Munday, Engagement Consultancy Manager T: 0207 229 0349 E: oliver.munday@rewardgateway.com W: www.rewardgateway.com

Founded in 2008 in Germany, our methods entice the participants from their passivity, involve them and give them lots of scope for active participation, networked interaction and creativity.

The result: live communication comes to life in the truest sense of the word. Real-time voting, the interactive and networked development of ideas, strategies and solutions and collective games are the very opposite of conventional, cognitively overloaded information events. With 4 offices worldwide and over 3500 meetings & events supported we are focused on turning the audience into participants Contact Details: Héctor A. Venegas, Dipl. Jur. CEO T: +49 2241 12352 25 F: +49 2241 12352 30 M: +49 151 24028571 E: hector.venegas@swarmworks.com W: www.swarmworks.com

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Karian and Box Ltd, 1st floor, 22 Lendal, York, YO1 8A A

019 0 4 65 4 45 4 info@karianandbox.com

ww w.karianandbox.com twitter.com/ karianandbox

EXHIBITORS

Brathay is a specialist People and Organisation Development consultancy who believes in people and their ability to create extraordinary, positive change in their organisations. With high levels of expertise and a dynamic approach, we have been engaging employees and helping transform businesses for more than half a century.

We design and implement bespoke solutions that deliver significant bottom line impact through elevated employee engagement, enhanced development, improved retention and greater productivity.

Our consultants have the rare ability to bring out the best in people at all levels in an organisation, helping them to transform from simply doing to doing something brilliantly.

Contact details: Paul Wilkinson T: +44 (0) 844 225 3100 E: paul.wilkinson@brathay.org.uk W: www.brathay.org.uk/pod

Innovation Arts is a hybrid strategy consultancy and design agency. We help organisations to draw on their collective intellect and imagination to think differently, visualise ideas (our graphical recorders are hard at work here today), design solutions and make decisions - together. We know that through collaborative engagement, co-design and play, new possibilities can be created.

Our customisable values and behaviours game, Dilemma®, uses Games Science – combining play theory, organisational psychology and technology – to creatively engage and inspire employees. Dilemma® stimulates discussion and debate, promoting the translation of an organisation’s values into day-to-day behaviours. Dilemma® creates a way of measuring how well those values are understood and acted upon in the real world, to help inform organisational learning initiatives and interventions to their best effect.

Contact details: Nina Jankelson T: 020 7785 7080 E: nina.jankelson@innovation-arts.com W: www.innovation-arts.com

Fleet Evolution are revolutionising Car Salary Sacrifice provider giving employers of all sizes the ability to offer savings of up to 45% on new cars to their employees, all at virtually no risk and no cost to the company!

Fleet Evolution’s approach is inclusive, as a company built as a ‘benefits’ company rather than a lease company our first response to any enquiry is ‘how can we help’ rather than ‘is this worth our time’, we take care of the risk and most of the admin on our customers behalf meaning more employees can now access this valuable benefit. Visit us to learn about our award winning unique approach.

Contact details: Sian Phillips, Marketing Executive T: 0844 8483 455 E: marketing@fleetevolution.com W: www.fleetevolution.com

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S E E WHAT QUA LTR I C S CA N D O F O R Y OU AT B O O TH 3

EXHIBITORS Our Feedback is a unique, independent, transformative feedback service for businesses & organisations in all industries. We aim to bring business leaders closer to employees. Capturing the great ideas from the engine room of your business, maximising the value of all of the experience of your employees and giving them the means to express themselves in a confidential manner. Our Feedback provide a platform for your employees to voice their feedback to us, in confidence. We collect all the feedback, remove all personal information and pass all of the suggestions to you to enable you to bring about change.

Contact details: James Battison T: 0800 331 7300 E: james@hearourfeedback.com W: www.hearourfeedback.com

HappyOrNot® helps its clients to develop their productivity, service experience and sales through continuous monitoring and reporting on employee satisfaction and customer satisfaction levels.

We serve such sectors as retail, traveling and transportation, outsourcing services, healthcare and wellbeing, HoReCa, financial services, automotive, and public and governmental services. HappyOrNot has received several awards and recognition by major medias such as Daily Finance and USA Today, and featured on Fox Business, Bloomberg International, and CNBC. HappyOrNot is currently being used by over 2,000 companies across 70 countries, and to date has collected and reported on over a quarter billion feedbacks. Our clients include Nike, Linkedin, Heathrow Airport, Carrefour, IKEA, Ebay, Dixon's Carphone, DHL, Deutsche Bahn, Sodexo, Securitas.

Contact details: Jarkko Sitilainen W: jarkko.sitilainen@happy-or-not.com W: www.happy-or-not.com

Mainframe is a team communication tool for your employees.

A recent case study saw 70% of employees state that Mainframe increased transparency and office culture immediately and that overall productivity was increased by 35%! Quick instant chat with colleagues around subjects or channel threads. Unlimited file sharing. Clear assignments distributed through messages sent.

Decrease the amount of meetings you have. Decrease the amount of emails to your inbox.

Keep employees happy.

Contact details: Brad Hagen E: brad@mainframe.co T: 07426013055 W: www.mainframe.co

Persona was established in 1984 and is one of the most respected companies specialising in leadership and personality assessments in Sweden. As certified psychologists using scientific methods and a comprehensive understanding of business, we provide management boards, managers and human resource personnel with risk and potential assessments for employee selection, customised leadership development, enhanced group cooperation and human capital due diligence. We also educate managers and HR personnel in competency based interview technique and personality assessment to increase their assessment skills. Our customers include small to large international businesses within retail, banking & finance, consultancy, recruitment, automotive and tech industries.

Contact details: Lisa Brodin Ferraro, Partner T: 0788 494 7279 E: lisa.brodin@persona.se W: www.persona.se/en

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Relevan nt. Inspired. Real.

Cognadev aims to lead the field in the development of psychological assessments. We W have created innovative and sophistic cated methodologies which transcend the traditional psychometric approach.

Our assessments techniques are provided online and scored using algorithmic systems. The psychological constructs measured, include cognition, value u s, motivation and job related competencies. T The following products arre available:

This range of products is provided to HR practitioners, consulltants, employees and individuals and aimed at identifying and optimising talent, managing people risks and enha ancing business performance.

Cognadev is officially launching in the UK at an exclusive breakfast event on 1st June 2016.

Contact Bernett (bthornes@cog gnadev.com) for further details.

w www. cognadev.com info@cognadev.com +44 7980 922 552

PARTNERS

Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputation for openness and support amongst its members. Our events and our members’ interactions typically represent genuine knowledge sharing in the interest of furthering the study and practice of Business Psychology.

In this context, the ABP continues to encourage and facilitate networking amongst all academics and practitioners in our membership in order to share knowledge and professional experiences. We facilitate this networking through: • • • •

bestpayrollservices.com is the leading provider of reviews and ratings on payroll services. Our objective is to provide businesses a list of recommended services to assist them in handling their payroll, human resources and other important functions within their organisations.

Companies that apply to be reviewed undergo a meticulous evaluation process.

Contact details: E: info@bestpayrollservices.com W: www.bestpayrollservices.com

Online discussion forums Regional speaker events Local networks’ meetings Annual Conference

Additional networking, coaching, peer-review and mentoring arrangements can also be initiated via our ABP Connections service.

Contact details: T: 01625 664540 E: admin@theabp.org.uk W: www.theabp.org.uk

We are a growing, dynamic, voluntary movement promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations.

Our vision: We want everyone working in the UK to want, and be able, to give their best each day, so that each day is a great day at work, and that workplaces in the UK are thriving, growing and developing through the commitment, energy, and creativity of the people that work in them.

Our aims: We want to grow awareness about the power and potential of employee engagement, encourage people to think more about it, and to provoke them to take action where they work.

Ember Services is a customer management consultancy. We deliver financially driven customer management strategies and operational delivery solutions that increase commercial value from customer operations. We target opportunities for improved customer value, increased staff engagement, revenue enhancement and cost reduction all driven from a deep understanding of what drives performance and how to effect change.

Contact details: Cathy Brown, Executive Director E: cathy@engageforsuccess.org W: www.engageforsuccess.org

Founded in 2010, Ember is staffed by customer management strategists, training and people development practitioners, finance and commercial specialists, technologists and operational specialists.

We work globally and across industries for organisations of all sizes including retail, financial services, energy & utilities, government and media.

Contact details: Sue Rix, Ember Services M: +44 (0) 7494 559488 E: sue.rix@emberservices.com W: www.emberservices.com

Keeping busy executives up to date with reports on the latest IT trends, presenting views from expert analysts and solution providers; EM360∞ offers specialist coverage surrounding Application, Business, Infrastructure, Information and Security Management; making it the comprehensive guide for all aspects of organisational IT. With an established medium for editorial and online resources, we serve a global audience of C-level executives, management and IT practitioners, informing them of the latest developments in their industries.

Contact details: Hayden Fenn T: 020 7148 4444 E: hfenn@imipublishing.com W: www.enterprisemanagement360.com

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Big brand ds make big promisess.

We hellp to deliver them.

We work with our o clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward.

Contact sa arah.harrison@instinctif..com

2 TICKETS £995

CUSTOMER ENGAGEMENT SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016

•

ENTER NOW

WESTMINSTER PARK PLAZA, LONDON

OTHER 2016 EVENTS INCLUDE:

12 MAY 2016

EVOLUTION OF THE VOICE OF THE CUSTOMER DIRECTORS FORUM THURSDAY 12TH MAY 2016

23 SEP 2016

CUSTOMER ENGAGEMENT TRANSFORMATION DIRECTORS FORUM FRIDAY 23RD SEPTEMBER 2016

23 JUN 2016

14 JUL 2016

CX STRATEGY AND INNOVATION LEADERS FORUM THURSDAY 23RD JUNE 2016

EMPLOYEE RECOGNITION, REWARD & RETENTION DIRECTORS FORUM THURSDAY 14TH JULY 2016

21 OCT 2016

03 NOV 2016

CUSTOMER ENGAGEMENT IN FINANCE & RETAIL DIRECTORS FORUM FRIDAY 21ST OCTOBER 2016

INTERNAL COMMUNICATIONS DIRECTORS FORUM THURSDAY 3RD NOVEMBER 2016

FOR TICKET SALES AND FURTHER INFORMATION CONTACT: T: 01932 506 300 (press 1) E: tickets@ebm.media W: EngageCustomer.com I EngageEmployee.com I EngageAwards.co.uk