Focus Groups - 22 March 2019

EVENT GUIDE F R I D AY 2 2 M A R C H 2 0 1 9 HILTON LONDON HEATHROW

A Platform Where Like-Minded Professionals Come Together

EngageFocusGroups.com @EngageCustomer

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Visitor Information Room One

Room Two

Focus Group Topics

Room Three

Room Four

Room One:

Engaging with the Digital Customer

Room Two:

CX Strategies for the Customer Journey

Room Three:

Future of the Contact Centre

Room Four:

How Employee Experience Drives Customer Experience

N RA TIO ST

NETWORKING DRINKS AND REFRESHMENTS

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CA TE

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Agenda

Q&A PANEL DEBATE

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 Close

Information Refreshments:

Cloakroom:

Join the Conversation:

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

There are free cloakrooms available for delegates at the entrance.

@EngageCustomer #EngageConferences

• Welcome and registration • Morning Networking coffee break • Lunch

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

Car Parking: For those of you who have parked at the venue, we have a discounted parking rate of £20 for the day. To redeem your discount, please enquire at the hotel reception desk on the Ground Floor.

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

Welcome

Hannah Mulea, Marketing Executive hannah.mulea@ebm.media 01932 302 112

Sponsorship James Cottee, Sponsorship Sales Manager james.cottee@ebm.media 01932 506 309 Dominic Stone, Sponsorship Sales dominic.stone@ebm.media 01932 506 305 Dale Ayliffe, Sponsorship Sales dale.ayliffe@ebm.media 01932 302 110 Pascal Van Huffel, Sponsorship Sales Pascal.vanhuffel@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

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, Managing Director nick.rust@ebm.media 01932 506 301

A warm welcome to our fourth Engage Focus Groups event, designed to offer a platform for likeminded 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 chaired by Gerry Brown from Customer Lifeguard 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: How Employee Experience Drives Customer Experience, CX Strategies for The Customer Journey, Future of The Contact Centre and Engaging With the Digital Customer.

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.

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

Room One Room One: Engaging with the Digital Customer Moderator: Matt Hooper, SVP Global Marketing, IMImobile

How to Create an Omnichannel Contact Centre Today’s Contact Centres are going through a period of transformation, rapidly evolving into ‘Interactive Response Centres’ that need to support a range of new two-way communications channels to enable real-time customer interactions.

However, to serve today’s digital savvy customers and transform the customer service experience (CSX) Contact Centres must overcome a set of complex challenges when combining automated and agent assisted customer interactions.

In this workshop, IMImobile will share insight and experience of working with the UK’s leading enterprise businesses and address five key questions: • • • • •

How to create an omnichannel contact centre and blend messaging and voice interactions.

How to enable new digital messaging channels such as Apple Business Chat, RCS and WhatsApp. How to overcome legacy IT infrastructure challenges through the adoption of a communication orchestration platform approach.

Practical benefits of AI-assisted chatbots and automation technologies.

How to achieve the highest levels of efficiency and productivity whilst improving CSX and Customer Satisfaction.

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing and customer experience spent in the UK, US and Australia. He joined IMImobile having spent the last 16 years helping to grow enterprise technology businesses that drive digital customer experience improvement. Matt has held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.

IMImobile is the leading cloud communications software and solutions provider that helps companies use mobile and digital messaging technologies to improve customer experience and real-time interactions with their customers. From the use of AI-powered chatbots, to enabling omnichannel live chat between Contact Centre agents and customers, and providing new digital messaging capabilities such as Apple Business Chat and RCS Business Messaging, IMImobile’s cloud communication platform helps businesses to digitally transform their CSX strategy. www.imimobile.com Contact: Andrew White, SVP Solution Sales, IMImobile E: contactus@imimobile.com

Room Two Room Two: CX Strategies for the Customer Journey Moderator: Teon Rosandic, Vice President, EMEA, Talkdesk

How to use Call Centre Benchmarks to Drive Success “You can’t manage what you can’t measure” is a popular management adage. In this Roundtable, Teon Rosandic will look at how you can use the right measures in your business and look at how you can benchmark yourself against internal and external measures.

Teon is an experienced Vice President with a demonstrated history of working in the computer software industry.Strong professional skilled in Enterprise Software, Sales, Entrepreneurship, Business Development, andSales Management.

Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com. www.talkdesk.com Contact: Chris Palmer, Senior Marketing Manager, Talkdesk T: +44 20 3322 6242

Room Three Room Three: Future of the Contact Centre Moderator: Keith Price, Sales Director, Sitel Group

The Future of the Contact Centre Despite the hype surrounding self-service technology, 64% of organisations believe customers should have easy access to a live agent and that artificial intelligence should compliment, rather than replace human agents.

When it comes to the future of the contact centre Keith believes that it is about making the right choices that fit for your business, your agents, your customers and your budget – these options will be unique to you and there are a vast range of options that can feed into a solution.

Discussing these options and how companies can remain agile in this modern environment is at the heart of these discussions. Come and join the debate!

Keith Price has been a leader within the BPO industry for25 years and has been with Sitel Group for the last 7 years. Working within sales and business development leadership roles, Keith focuses on designing digital transformation customer experience and engagement solutions for his clients across the globe.

Sitel Group combines comprehensive customer care capabilities with unparalleled digital, training and technology expertise to help build brand loyalty and improve the customer experience. We partner with our clients to effectively harness our industry’s explosive digital transformation to ensure an innovative, end-to-end solution to managing and enhancing the customer experience. www.sitel.com Contact: Keith Price, Sales Director E: keith.price@sitel.com M: +44 785 282 6572

LET ’ S GE ET IN T OUCH!

Room Four Room Four:

How Employee Experience Drives Customer Experience

Moderator: Jason Shave, Consultant, Navaho Consultancy

The Hard Questions you Need to Ask Yourself We’ve seen technology pushing the boundaries, especially over the last 10 years. It gets smarter, it learns, it reduces costs - but does it always deliver?

Many companies are still faced with the same age-old problem. How do we communicate effectively at all levels within our organisation? How do we drive positive experiences to all our employees? Does this impact our customers behaviour the way we want? How do we improve employee engagement levels? And how do we deliver real-time information to influence a desired outcome?

X2O Media empowers organizat ions to be successful communicators with tools that allow anyon e to create m edia ric ch, highly visual content chann els that levera ge ȸ ƺƏ Ǽ ‫ ٮ‬Ɏ ǣ ȅ ƺ Ƴ Ə Ɏ Ə ِ áǣ Ɏ ǝ Ə Ǽ Ȓ ȇ Ǖ Ə ȇ Ƴ ȵ ȸ Ȓ ˡ Ƭ ǣ ƺ ȇ Ɏ histor y in visual stor y tellin g, X2O O un derstan ds that great commu nications inspires, m otivates an d drives bu usin ess oppor tunities. tunities From digital sign na ge, ge m obile an d desktop apps for internal communications, to dashboardss, Ǖ Ə ȅ ǣ ˡ Ƭ Ə Ɏ ǣ Ȓ ȇ ً ɯƏ ɵ ˡ ȇ Ƴ ǣ ȇ Ǖ Ə ȇ Ƴ Ƭ Ȓ Ǽ Ǽ Ə ƫ Ȓ ȸ Ə Ɏ ǣ Ȓ ȇ environm ents, X2O Media provid de our clients with full en d to en d soluttions that drive employee en ga gem ent an d produc tivity.

Communicatin g successfully ha s many rewards: drivin g en ga gem ent , clearly conveyin g corporate objec tives, sharin g vital busin ess information with team m embers. Effec tive communica tions is th e essen ce of any busin ess. It allows stakeh olders to be decisive. It sp peeds up processes. It h elps create a m ore aware an d attun ed workpla ce.

EMPO W ERING DIGIT TAL V ISU AL C OMMUNIC ATIONS

How do we use available technology to empower decisions, how do we bridge silos? The holy grail for any company is to drive their customer experience levels - a happy customer is often a repeat customer – so, what is your strategy?

With over 20 years of experience working across many market sectors including telecommunications & digital signage, Jason has provided technical consultative solution sales to some of the largest brands. A creative and innovative thinker who is always looking for new ways to solve problems. Enjoys a challenge, is one part geek, two parts creative and 3 parts dedicated. Believes logic will take you from A to B, but imagination will take you anywhere.

Communicating successfully has many rewards: driving engagement, clearly conveying corporate objectives, sharing vital business information with team members. Effective communications is the essence of any business. It allows stakeholders to be decisive. It speeds up processes. It helps create a more aware and attuned workplace. X2O Media empowers organizations to be successful communicators with tools that allow anyone to create media rich, highly visual content channels that leverage real-time data. With a long and proficient history in visual storytelling, X2O understands that great communications inspires, motivates and drives business opportunities. From digital signage, mobile and desktop apps for internal communications, to dashboards, gamification, wayfinding, meeting room display and collaboration environments, X2O Media provide our clients with full end to end solutions that drive employee engagement and productivity. www.x20media.com Contact: Rob Brinklow, X2o Media Europe E: rbrinklow@x2omedia.com T: +44 7751 063225

Following on from the success of Engage Business Media’s 2018 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2019 to the International Engage Awards.

The new moniker is an acknowledgement of the increasingly global spread of organisations wanting to enter what is now firmly recognised as the only customer and employee engagement Awards

INTERNATIONAL ENGAGE AWARDS 2019 MONDAY 11 NOVEMBER

programme.

The 2019 International Engage Awards will include a record number of 20 categories, nine of them brand new to the programme, and will cover every conceivable aspect of customer and employee engagement, and including for the first time a coveted Lifetime Achievement Award.

So, if you’ve achieved great things with your engagement initiatives, the Engage Awards are perfect for you. We’re open for entries until the 15th July, so don’t miss out on recognising your efforts.

We wish you the best of luck with your entries.

Find out more and start your entries at

EngageAwards.co.uk