Focus Groups - 28th November 2018

EVENT GUIDE W E D N E S D AY 2 8 T H N O V E M B E R 2 0 1 8 H I LTO N LO N D O N H E AT H RO W

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER

EngageFocusGroups.com SPONSORED BY

22ND MARCH

HILTON LONDON HEATHROW Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences across a wide range of topics in a structured professional environment.

The Engage Focus Groups are designed to offer a platform for like-minded professionals to engage in detailed discussion and ďŹ nd solutions to some of the most pressing issues and challenges facing the industry.

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER

EngageFocusGroups.com

THE TEAM CONTENT Steve Hurst Editorial Director steve.hurst@ebm.media 01932 506 304 Katie Donaldson Marketing Manager katie.donaldson@ebm.media 01932 506 302 Hannah Mulea Marketing Executive hannah.mulea@ebm.media 01932 302 112 David Craik Features Editor david.craik@ebm.media 01932 506 300

SPONSORSHIP James Cottee Sponsorship Sales Manager james.cottee@ebm.media 01932 506 309 Dominic Stone Sponsorship Sales dominic.stone@ebm.media 01932 506 303 Kimberley Bishop Sponsorship Sales kim.bishop@ebm.media 01932 506 308 Dan Moran Sponsorship Sales dan.moran@ebm.media 01932 506 303

MEMBERSHIP Dan Skinner Delegate Sales dan.skinner@ebm.media 01932 506 307 Jamie Ross Delegate Sales Jamie.ross@ebm.media 01932 506 306

WELCOME A warm welcome to our third Engage Focus Groups event, designed to offer a platform for like-minded professionals to engage in detailed discussion and find solutions to some of the most pressing issues and challenges facing our industry.

Our Engage Focus Groups will allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences in a structured professional environment across a wide range of topics.

These dynamic and highly engaging think tanks are designed to stimulate thought leadership discussions and provide valuable ‘take-away’ implementable knowledge for our delegates.

The Focus Groups are a series of three 90 minute roundtable sessions hosted by our vendor partners providing the perfect platform to share knowledge, collaborate and solve industry issues under Chatham house rules.

In addition to the discussion sessions our delegates will enjoy several networking opportunities with their peers during a day designed to encourage and stimulate discourse and debate. There will also be an after lunch panel debate where all of our delegates will be in the same room at the same time together with our vendor partners Today’s Focus Group topics include: Customer Engagement Transformation; CX Strategies for The Customer Journey; Artificial Intelligence & Robotics; Future of The Contact Centre and The Evolution of CX Service Design.

The overarching aim of today’s event is for our delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver long term customer and employee engagement strategies to create and maintain sustainable competitive advantage. Have a stimulating thought-provoking day.

FINANCE Sabrina Clarke Finance Manager finance@ebm.media 01932 500 103 Jenna Pollard Accounts Executive accounts@ebm.media 01932 428 542

MANAGING DIRECTOR Nick Rust nick.rust@ebm.media 01932 506 301

Steve Hurst, Editorial Director

EngageFocusGroups.com @EngageCustomer #EngageConferences EngageCustomer.com Engage Focus Groups is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

FUTURE OF THE CONTACT CENTRE 13 FEBRUARY 2019 VICTORIA PARK PLAZA I LONDON

CONTACT CENTRES ARE IDEALLY PLACED TO BECOME THE BEATING HEART OF AN ORGANISATION DON’T MISS THE UK’S BIGGEST EVENT OF ITS KIND – BACK FOR ITS FIFTH YEAR IN 2019 With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365. For this reason, we’ve gathered experts in the field from an array of world-class organisations who have already successfully transformed engagement, and they’re excited to help you do the same.

Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.

ContactCentreConference.com 2018 SPONSORS

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VISITOR INFORMATION 2

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NETWORKING DRINKS AND REFRESHMENTS

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Q&A PANEL DEBATE

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STAIRS TO LOWER LEVEL 1

AGENDA:

FOCUS GROUP TOPICS:

9:00-9:30

REGISTRATION, TEA & COFFEE

09:30-11:00

FIRST DEBATE SESSIONS COMMENCE (90 MIN)

11:00-11:30

MORNING COFFEE & NETWORKING

11:30-13:00

SECOND DEBATE SESSIONS COMMENCE (90 MIN)

13:00-14:00

LUNCH & NETWORKING

14:00-14:45

PANEL DEBATE IN MAIN HALL Join your peers and all of our session hosts in the main hall for a debate covering all focus group topics.

Chaired by Gerry Brown of Customer Lifeguard.

14:45-16:15

THIRD DEBATE SESSIONS COMMENCE (90 MIN)

16:15

EVENT CLOSED

ROOM 1

CUSTOMER ENGAGEMENT TRANSFORMATION

ROOM 2

FUTURE OF THE CONTACT CENTRE

ROOM 3

AI AND ROBOTICS

ROOM 4

CX STRATEGIES FOR THE CUSTOMER JOURNEY

ROOM 5

EVOLUTION OF CX SERVICE DESIGN

INFORMATION: REFRESHMENTS:

WI-FI:

Delegate tea/coffee breaks and buffet lunch are included and will be served in the Refreshments & Networking area throughout the day.

There is complimentary visitor Wi-Fi, please enquire at registration.

• • • •

JOIN THE CONVERSATION:

Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break

CLOAKROOM: There are free cloakrooms available for delegates at the entrance.

@EngageCustomer #EngageConferences

CANVASSERS: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show.

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2018

ROOM 1

CUSTOMER ENGAGEMENT TRANSFORMATION

THE CHANGING LANDSCAPE OF CUSTOMER ENGAGEMENT Moderator: Richard Farrell, Chief Technology Officer, Netcall

Hosted by Netcall’s CTO Richard Farrell, this session will explore the changing expectations of customers. Plus how organisations need to adapt to stay competitive and stand out from the crowd.

We’ll start with a discussion around today’s challenges and obstacles for customer engagement transformation, looking specifically at the steps businesses can take to overcome common barriers to change.

Next we’ll dive into the future of CX. Using analyst insights plus input from the group we’ll consider the factors which are shaping the customer journey of the future. How will channel preferences change and the contact centre evolve? What technology is needed to support this changing landscape? And what’s the business case versus the cost of doing nothing?

Join this stream to find out.

Richard began his career in contact centres in the mid-1990s working in contact centre management.

Creating operational procedures, opening new sites, closing old sites, specifying solutions, and managing procurements and deployments.

Over the past 16 years at Netcall, Richard has further developed a deep understanding of the challenges clients face, Netcall’s suite of solutions and deployment and integration at client environments, and technologies and trends.

NETCALL Why do top tier brands use Netcall’s customer engagement solutions? After all, we’re not the biggest. But that’s why our customers love us.

Our purpose is to empower organisations to connect customer journeys and deliver exceptional customer experiences to gain competitive advantage.

With a flexible, can-do attitude and powerful solutions we simplify digital transformation, helping businesses to achieve their goals faster and more efficiently.

So what makes Netcall different? Easy to use, functional, smartly designed tech, which lives on our Low-code platform MATS and integrated customer engagement platform, Liberty. Discover how you can deliver first-class CX and stand out from the crowd.

Contact: Louise Wright, Market Manager, Netcall T: 0330 333 6100 E: louise.wright@netcall.com W: www.netcall.com

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2018

ROOM 2

FUTURE OF THE CONTACT CENTRE

THE CONTACT CENTRE OF THE FUTURE WILL BE… Moderator: Nick Sellers, Senior Director, Strategy and Marketing, Sykes Enterprises, Inc

Unnecessary, or essential? In a building, or virtual? A prime source of customer insight, or a key component of the best customer experience? A technology wilderness, or where machine learning, AI and data science is best applied?

Contact centres perform a key customer engagement role that few companies can live without. Through cost-cutting, performance improvement, contact avoidance, omnichannel, revenue-generating and many more initiatives contact centres have morphed and changed to serve customers and deliver against company objectives. Looking ahead, technology, regulation, data and behavioural science, and access to information are just a few of the key contributors to the contact centre of the future.

In this session we will: • Identify with common contact centre aspirations and needs • Discuss currently available options with peers, and what else looks promising • Debate what the contact centre of the future must, and must not, be • Share what will help shape the contact centre of the future to deliver great things The contact centre is with us, but what will it become over time? Join us to find out, and contribute!

Nick Sellers is Senior Director, Strategy & Marketing for Sykes Enterprises, Inc., a global provider of outsourced contact centre and digital solutions to major companies. During the last 30 years, Nick’s broad knowledge of outsourcing, customer service, support channel technologies, and strategy execution has helped many high-profile brands to improve their after-sales service provision and customer experience performance. A passionate advocate for simpler processes and clear customer communication, Nick helps companies to achieve big step improvements in cost, speed and accuracy.

SYKES

SYKES is a digital marketing and customer service global outsourcer, providing customer-engagement services to Global 2000 companies. With global headquarters in Tampa, Florida, SYKES’ sophisticated solutions satisfy the needs of major companies around the world, primarily in the retail, communications, financial services, technology and healthcare industries. SYKES’ differentiated end-to-end service platform effectively engages consumers at every touch point in their customer lifecycle, starting from digital marketing and acquisition to customer support, technical support, up-sell/cross-sell and retention. We provide services through multiple communication channels encompassing phone, e-mail, web, chat, social media and digital self-service.

Contact: W: www.sykes.com

Fea aturing presen ntations by:

Join the AI Revolution Prof Jim Al-Khalili OBE President of the ence Association British Scie

Thursday 24th Januarry y 2019 | 13:00 - 17:00

Dr Peter Cochrane OBE Forme er CTO at BT

Flett Events Theatre, Natural History Museum Cromwell Road, Kensington, London, SW7 5BD

Join us at the Natural History Museum to explore the evolution of AI. Discover how technologies such as chatbots and natural language processing are improving operational effďŹ ďŹ ciencyy and customer engagement. g g

Register your interest: www w..contentguru.com/evolve/register

Inma a Martinez ght Brain Futurre CIO at Rig

Alan Coad Managing Director, UK & Ireland, Google Cloud at Google

2018

ROOM 3

AI AND ROBOTICS

THE FUTURE OF CUSTOMER SERVICE: APPLICATIONS OF ARTIFICIAL INTELLIGENCE Moderator: Chris Barbour, Business Development Manager, Content Guru

Earlier this year, Google CEO Sundar Pichai stated that “AI is one of the most important things humanity is working on.”

Today, Content Guru continues the discussion, seeking to answer one of the most contentious questions in the contact centre industry: How will Artificial Intelligence (AI) shape the future of customer service? Delegates will explore a range of topics, from AI in the popular imagination, through to the rise in chatbots and workforce implications.

Chris Barbour is a Business Development Manager at Content Guru, a world-leading provider of cloud communications services. Responsible for managing the accounts of several global organisations, Chris is invested in driving growth across Asia-Pac and the US. With a background in Geology and a Masters in Reservoir Engineering from the University of Aberdeen, Chris is now an expert in customer lifecycle management, facilitating mission-critical customer services for blue-chip organisations. His passion is founded upon the impact of disruptive technologies such as AI and the IoT on the evolution of the contact centre industry.

CONTENTGURU

Content Guru is a leading cloud contact centre and customer engagement provider operating across Europe, Asia-Pac and the US. The company’s multi-award-winning customer engagement platform, storm®, is used by hundreds of organisations, from finance through travel to utilities, customers including NHS 111 and UK Power Networks. storm combines unrivalled scalability, fully-blended, omni-channel contact processing (including SMS, web chat and social media) with integration to hundreds of third-party platforms, allowing customers to engage at any time, from any place and on any channel. With modular architecture, organisations can ‘unlock’ new capabilities, supporting phased migration to the cloud and evergreen technology.

Contact: T: 01344 852 350 E: CJB@contentguru.com W: www.contentguru.com

2018

ROOM 4

CX STRATEGIES FOR THE CUSTOMER JOURNEY

KEYS TO EFFORTLESS CUSTOMER EXPERIENCE Moderator: Mercedes Barbuti, Sales Director for the UK and Ireland , Diabolocom

The customer service department plays an integral role in the relationship between a brand and its customer. The customer advisor is tasked with assistance, whether that is answering a query or resolving a product complaint, requiring skill and sensitivity.

The handling of this interaction will directly impact the customerâ&#x20AC;&#x2122;s perception of the brand yet often organisations ďŹ nd poor customer service experiences affecting customer retention and acquisition. Therefore, it is important to cultivate the customer relationship carefully. We have outlined key tips to help businesses resolve the most common customer service complaints.

Providing great experiences at every touchpoint in the customer journey is what wins loyal customers. Join this session to discover innovative ways to do just that.

Mercedes Barbuti is Sales Director for the UK and Ireland at Diabolocom.

Experienced in SaaS and Customer Experience platforms, she helps Diabolocom's customers improve their customer experience thanks to its innovative contact centre solution.

DIABOLOCOM

Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel solution for sales, customer service, and contact centres. Thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the market, and local business support, Diabolocom allows companies to offer benchmark customer experiences and improve their operational performance. Diabolocom supports the digital transformation of more than 250 companies in 20 countries, including: Engie, Air Liquide, Saint Gobain, Essilor, Dekra, Mister Auto, Meetic Group, Coyote, PhotoBox, Moonpig, Smartbox, Wonderbox, Decathlon, Galeries Lafayette, Carrefour, Bonduelle, Webhelp, Tessi, Comdata.

Contact: Mercedes Barbuti T: 0203 9661561 W: www.diabolocom.com

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2018

ROOM 5

EVOLUTION OF CX SERVICE DESIGN

CX SERVICE DESIGN: EVOLUTION OR REVOLUTION – HOW WILL YOUR BUSINESS ACHIEVE IT? Moderator: Victor van Baal, Managing Director, Qelp Modern customers have high expectations. Their always-on access to information and services, and incredible competition for their attention (and money), is creating a gap between brand promises and service delivery, and this is a problem for CX professionals. Strapped-for-cash Customer Service might publish some online content for customer self-service and provide a range of agent-assisted service channels, but insights into each customer’s service journey are limited and change is slow while the gap keeps getting bigger.

There is, however, hope as expertise and technology combine to create actionable insights. Where these will take CX service design will be the subject of this session as we look at the methods that exist, but are not much used in customer service, and evaluate the new applications and emerging technologies that will change how CX needs are identified, developed and delivered.

Join us to: • Identify with common CX challenges • Debate and compare CX goals and aspirations with peers • Learn what is available, and what comes next in service design CX is a commonly sought goal that is now the new battleground in customer service.

Victor van Baal (33) is Managing Director of Qelp, a SYKES company, and has held senior Sales and Marketing and other leadership roles at both Qelp and Meltwater, a fast-growing SaaS company. During his time at Qelp, the company has become the global leader in online self-service support, working for over 70 clients in 28 countries, and serving the needs of over 350m customers every year. Victor enjoys helping others achieve their career goals, driving results, creativity, and innovation.

SYKES

SYKES is a digital marketing and customer service global outsourcer, providing customer-engagement services to Global 2000 companies. With global headquarters in Tampa, Florida, SYKES’ sophisticated solutions satisfy the needs of major companies around the world, primarily in the retail, communications, financial services, technology and healthcare industries. SYKES’ differentiated end-to-end service platform effectively engages consumers at every touch point in their customer lifecycle, starting from digital marketing and acquisition to customer support, technical support, up-sell/cross-sell and retention. We provide services through multiple communication channels encompassing phone, e-mail, web, chat, social media and digital self-service.

Contact: W: www.sykes.com

2019 EVENTS INCLUDE 13

WEDNESDAY 30 JANUARY 2019

FEB 2019

FUTURE OF THE CONTACT CENTRE CONFERENCE

22

ENGAGE FOCUS GROUPS FRIDAY 22 MARCH 2019

04

CUSTOMER ROBOTICS AND AI CONFERENCE

APR 2019

THURSDAY 4 APRIL 2019

10

EMPLOYEE ENGAGEMENT SUMMIT 2019

13

CX MARKETING SUMMIT 2019

JUN 2019

THURSDAY 13 JUNE 2019

11

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

26

INTERNAL COMMUNICATIONS CONFERENCE

30

DIGITAL WORKPLACE DIRECTORS FORUM

JAN 2019

MAR 2019

MAY 2018

JUL 2019

FRIDAY 10 MAY 2019

THURSDAY 11 JULY 2019

11/12 NOV 2019

CUSTOMER ENGAGEMENT SUMMIT 2019 11 & 12 NOVEMBER 2019

SEP 2019

WEDNESDAY 13 FEBRUARY 2019

THURSDAY 26 SEPTEMBER 2019

BOOK YOUR PLACE 01932 506 300 (press 1) tickets@ebm.media EngageCustomer.com

EngageFocusGroups.com @EngageCustomer #EngageConferences EngageCustomer.com