2019 Future of the Contact Centre Pre Event Flyer

HEAR FROM:

13 FEBRUARY 2019

Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. 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.

ORGANISED BY

ContactCentreConference.com SPONSORS

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

WHAT'S HAPPENING IN 2019

2019 TOPIC STREAMS

Engage Customer will be examining the issues and challenges that face contact centres in our Future of the Contact Centre Conference. This will include:

Artificial Intelligence & Robotics in The Contact Centre

• A focus on the plethora of new technologies that are driving the contact centre forward including Robotics and AI • The key link between engaged employees, customers and performance

Big Data, Customer Insight and Analytics CX Innovation and Transformation The Contact Centre & The Customer Journey Omnichannel Customer Engagement – Part 1 and 2

• How insight and analytics can deliver consistent customer experience • How the contact centre is pivotal to delivering – or not – on the brand promise

Evolution of VOC & VOE in The Contact Centre

• The rapidly changing dynamics between self-service, social and voice contact

Chatbots, Webchat and Virtual Assistants

• The transformation of the role of contact centre agents in a digital world

VIEW 2018 HIGHLIGHTS VIDEO

Service Design in The Contact Centre Multichannel Contact Centre of The Future

• Where the contact centre fits into the customer journey and service design

QUICK FACTS:

2 400 HALLS SEMINAR

DELEGATES

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ROUNDTABLE

SESSIONS

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10

TOPIC STREAMS

EngageCustomer.com

30 PRESENTATIONS

NETWORKING DRINKS PARTY

ACCREDITED

EVENT

ContactCentreConference.com

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

SPEAKERS

Martin Hill-Wilson

Dr Nicola Millard

Steve Morrell

Louise Locke

Peter Finding

David Rowley

Founder Brainfood Consulting

Head of Customer Insight & Futures BT

Managing Director ContactBabel

Site Director of Customer Service Booking.Com

Partner Taylor Vinters

Artificial Intelligence Programme Manager Direct Line Group

Richard Atkins

Trish Roberts

Barry Shields

Llaura Hughes

Sean McMahon

Zane Rudovska

Head of Pension Services Fidelity International

UK Voice of The Client Manager Fidelity International

BPO Partner Manager Three UK

Training and Communications Manager Motability Operations

Customer Contact Innovation Manager Belron® International

Head of Customer Care & Sales Sun Finance Group

01932 506 300 (press 1)

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EngageCustomer.com

ContactCentreConference.com

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

SPEAKERS

Claire Carroll

Scarlett Bayes

John Mihill

Sascha Evans

Nick King

Mark Billingham

Head of Member and Customer Services The Co-Op

Industry Analyst The Service Desk Institute (SDI)

Interim Head of Customer Service Heals

Director of External Relations Kent College Pembury

Insight Director Autotrader

Group Customer Operations Director Shop Direct

Ian Webber-Rostron

Andrew McGuigan

David Craggs

Charlotte Forrest

Nicholas Cockerill

Matt Hooper

Head of Outsourcing and International N Brown Group

Worldwide Customer Service Strategy Leader Microsoft

Communications & Development Team Manager Metro Bank

Head of Supporter Experience Save The Children UK

Head of Product Sky Gaming

Svp Global Marketing IMImobile

01932 506 300 (press 1)

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EngageCustomer.com

ContactCentreConference.com

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels, including the Institute of Customer Service awards. When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT’s large global corporate clients including banks, travel companies and retailers, to name but a few

PLENARY 09:00 09:10

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

All themed around service innovation.

Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience.

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

09:10 09:35

09:35 10:00

10:00 10:25

BIOG

Steve Morrell, Managing Director, ContactBabel

This presentation by the analyst firm ContactBabel draws on primary research with thousands of UK business over the past 20 years to show how the UK contact centre industry has changed to be as it is today, and what this is likely to mean for the future.

BIOG Steve Morrell is the Managing Director of ContactBabel, which was founded in 2001 to provide high-quality research and analysis to the UK contact centre industry. He has written hundreds of research reports and his opinion on contact centres has been featured on the BBC, ITV, Sky, the Guardian. Forbes and the Financial Times.

He has recently become Managing Director of AboutMatch.co.uk, which helps UK contact centres find the right suppliers for them.

Nicola Millard, Head of Customer Insight & Futures, BT

Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT “firsts”, including the first application of intelligent systems into BT’s call centres and BT’s initial experimentation with home working.

The Past, Present and Future of The UK Contact Centre Industry “You have to know the past to understand the present.” Carl Sagan

Chat, Tap, Talk: How Customer Trends are Shaping The Future Contact Centre Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

Expert Speaker TBC

10:25 10:55

Coffee and Networking

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA front end. Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity. Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way. When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

HALL 1 OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE 11:00 11:20

Booking.Com Case Study Louise Locke, Site Director of Customer Service, Booking.com

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE

BIOG Louise Locke has been the Site Director of Customer Service at Booking.com for the past 3 years

11:20 11:40

How to Solve The Omnichannel Customer Engagement Conundrum

12:00 12:20

Matt Hooper, SVP Global Marketing, IMImobile

Direct Line Group Case Study: Their Journey to a Successful AI Implementation David Rowley, Artificial Intelligence Programme Manager, Direct Line Group Chatbots and Virtual Assistants are marketed as some of the biggest enablers for improving customer experience, but are they? What’s the right choice? How do you make them work for you?

Today’s Contact Centres are going through a period of transformation, rapidly evolving into ‘Interactive Response Centres’ supporting a range of communications channels – they are the customer engagement frontline of enterprise organisations. However, to deliver a differentiated customer service experience to today’s digital savvy consumers, Contact Centres must untangle a set of complex and siloed technologies. In this presentation Matt Hooper, SVP Global Marketing will outline how Contact Centres can solve the omnichannel conundrum and enable the path to a centralised and intelligent approach to enterprise customer communications, with minimal risk.

Learn from Direct Line Group’s artificial intelligence journey piloting both chatbots and virtual assistants, how they decided what worked for their customers and how they’ve achieved success.

BIOG David has been with Direct Line Group for 3 years and is the Artificial Intelligence Programme Manager with responsibility for owning the AI strategy, implementation and optimisation.

BIOG David has 10 years experience of Programme managing change within the Insurance and Utilities industries, specialising in business process re-engineering and the implementation of new technology, combining to improve customer experience and deliver tangible benefits.

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.

12:20 12:40 11:40 12:00

Sky Gaming Case Study Nicholas Cockerill, Head of Product, Sky Betting and Gaming BIOG Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products. Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the

Expert Speaker TBC

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA 12:40 13:00

Through 2019 we simplified all our commercial journeys in CC so customers only had to deal with one advisor to complete multiple transactions at 1st point of contact in their channel of choice. In doing this we have transformed our NPS performance, improved our commercial and efficiency outputs and increased our employee engagement by enhancing their empowerment.

Taylor Vinters Case Study: Zebras in The Contact Centre Peter Finding, Partner, Taylor Vinters Contact centres are about contact – connecting people with each other. So what role does AI have to play in a people centric business unit? How can you create a blended workforce – humans working with AI to augment customer experience, whilst being true to your business’ culture and values? Since its launch in January 2018, the Taylor Vinters Zebra Project has brought together a select group of business leaders, creative thinkers, academics and innovators to explore the future world of work. We are already seeing the reinvention of business and employment models enabled by significant technological advancement. For many, purpose and value are outplaying profit as business drivers. Crowds and platforms are emerging as new ways of resourcing fluctuating demands for products and services and the rate of AI adoption is impacting on the skills and quality of jobs for the workforce of the future. Our Zebra events have sparked ideas and stimulated debate about how organisations can succeed in this new environment. These issues are especially apposite in the contact centre environment. Peter Finding will be reflecting on what we’ve learned so far, where the future of work discussion is now heading and the opportunities it presents.

BIOG Barry has worked in the Contact Centre Industry since 2001, beginning his career as an Inbound Customer Service advisor for 121. His huge passion for everything mobile has resulted in him spending 15 of the last 18 years in various mobile networks. Having worked his way through the various Contact Centre management roles, Barry joined Three in 2012 to set up their Business Retention operation in Glasgow.

During this time Barry has witnessed many changes in customer behaviour and technology which have changed how Contact Centres operate, however the current transformation programme within the commercial teams in Three UK which puts customer effort at its core, is exciting and is expected to bring significant change. Outside of work life, Barry’s 2 main passions are travel and football which he tries to combine as much as possible, much to his wife’s annoyance.

BIOG I am an international employment lawyer – I support businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients tell me they appreciate my feel for managing sensitive reputational and commercial issues, not just the legal detail. I joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia.

14:20 14:40

I provide strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services, with a particular focus on:

14:40 15:00

• • • • • •

13:00 14:00

protecting businesses from harm by enforcing post-termination restrictions, and designing holistic retention strategies managing difficult exits managing domestic, cross-border and multi-jurisdictional restructuring projects and site closures/moves dealing with sensitive grievance, disciplinary and performance management issues employment litigation in the High Court and Employment Tribunal designing innovative employment models suitable for a workplace landscape in flux

Lunch and Networking

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS 14:40 14:20

Three UK Case Study Barry Shields, Partner Manager, Three UK People love their phones but hate phone companies and we are trusted less than banks. We want to change that perception and remove the key points of frustrations for our customers. Insight told us the main drivers in CC involved our upgrade and leave journey being complex and frustrating, customers not being able to transact in their channel of choice and multiple transfers between departments.

Expert Speaker TBC

Fidelity International Case Study Richard Atkins, Head of Pension Services & Trish Roberts, UK Voice of The Client Manager, Fidelity International At the Engage Contact Centre conference we will be speaking about the three critical success factors within our VOC programme and how that makes us a leader in Client Experience. Firstly the health of the programme – having a robust view of the customer journey across different customer segments and countries, ensuring that our customers are able to provide a detailed view of their experience. We’ll also talk about the successes of launching the programme and its adoption within the business.

Secondly we’ll focus on the communication and engagement that is being fostered to celebrate best practice, getting those customer stories and winning the hearts and minds of our customers and colleagues. An important aspect we’ll touch on is the ‘Stop, Challenge!’ initiative which brought forward many customer and employee ideas for improvement that didn’t require expensive tech spend. We’ve seen an increase in our NPS over the last year of c.20 points and we have communicated that with our wider clients. We’ll touch base on the importance of a common understanding of our goals and how each associate recognises the impact they have on the customer’s experience with us. We’ll also talk about how we celebrate the ‘wins’ and how we reward and recognise those who have contributed to that success. Finally, we discuss the ‘Close the Loop’ programme that was relaunched this year with specific targets and how we achieved against those targets. Topics include the difficulty of setting up an embedded close the loop programme and changing the minds of our stakeholders through storytelling, the training module we set up to encourage best practice and create a common understanding and goal, and the benefits we have seen not only to our continuous improvement programme but also for our customers.

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA BIOG Richard joined Fidelity International in January 2018, as Head of Pension Services. Richard overseas the inbound contact generated by all of Fidelity’s pension customers, across both its workplace and retail pension products and from all different mediums. A strong believer in continuous improvement and customer feedback, Richard is driven as much by Net Promoter Scores (NPS) as he is with traditional time bound SLA’s. Following the formation of a virtual ‘Close the Loop’ team, across the customer front line areas, a number of initiatives have been implemented – to the benefit of the customer as well as Fidelity.

15:20 15:40

Tbc One of the keys in lowering the Customer Effort Score, hence improving your customer retention, is to enhance your customer interactions by leveraging all data available in your company. Break the silos in your organisation by integrating your contact centre with all your systems, enabling smart routing and proactive customer interactions. Improve your agent’s productivity and efficiency by providing them with a unique, integrated view of your customers.

Prior to joining Fidelity Richard managed Legal & General’s Mastertrust Pension Scheme and Independent Governance Committee (IGC) boards. This required Richard to act as an intermediary between the NonExecutive Directors, the employers, pension scheme members and the Service Provider to ensure a scalable, well governed and value for money pension scheme. Richard reported to the independent Chairman of the Trustees and IGC. Richard has worked in the pensions industry since 2000 where he has held a variety of senior leadership roles in both the defined benefit and defined contribution environments.

15:40 16:00

BIOG Trish joined Fidelity International in November 2014, and is now the Voice of the Client Manager for the UK. Trish supports our End Investor and Workplace Investing Voice of the Client programme, and plays a lead operational role globally for the programme. In 2017, when Fidelity moved to a global Voice of the Client programme, Trish was a key contributor in the creation and roll out of VoC across the UK business.

Auto Trader Case Study: Digital Excellence – An Easier More Enjoyable Purchase Journey Nick King, Insight Director, Auto Trader How to win today – what do the best digital sites do today to win on customer service and contacting their customers? What are the five core needs in retail for the consumer today and how can we exploit these? All will be explained.

A strong believer in partnering with the business to achieve client centric initiatives, Trish has helped to increase the NPS of her respective areas over the last four years and continuously works to embed a world class voice of the client programme. She has created and supported a range of new programmes of work to provide a well-rounded view of the customer journey

BIOG A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars, He also makes short films to evangelise about data, insight and marketing and speaks regularly at conferences round the world.

Prior to joining Fidelity Trish worked on continuous improvement programmes and call centre initiatives at Westpac New Zealand, bringing change that supported the client being at the heart for Westpac.

After graduating from Loughborough, Nick spent 3 years in advertising and planning at Dorlands and Lintas, 3 years as a rock star with Great Northern Electrics, ran a music production company, was a publisher on High-end HiFi magazines at Petersen/EMAP for 7 years and a Marketing Manager at Superscape for 3 years. He then spent 4 years, as the Director of Research at Diffiniti / Carat Interactive, responsible for a team of researchers advising a range of Blue-chip clients (AOL, Auto Trader, Coco-Cola, Diageo, Disney, Kodak, Renault, Halifax, Aviva, and Orange) on the development of their marketing and communications strategies in the Digital arena. And from here, joined Auto Trader.

CX INNOVATION AND TRANSFORMATION

15:00 15:20

Augmented Customer Interaction: Data at The Heart of Your Contact Centre

Microsoft Case Study Andrew McGuigan, Worldwide Customer Service Strategy Leader, Microsoft BIOG A senior, strategic leader specialising in contact centre operations with an outstanding record of delivering demanding targets and significant change in challenging, complex and fast paced environments. Andrew has been working at Microsoft for the past 2 years.

16:00 16:30

Coffee and Networking

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO 16:30 16:50

HALL 2 THE CONTACT CENTRE AND CUSTOMER JOURNEY

Belron International Case Study Sean McMahon, Customer Contact Innovation Manager, Belron International BIOG Sean is a CRM specialist and thought-leader in the field of customer contact. His client portfolio includes RBS, ABN Amro, Barclays Capital and Coutts. He gained momentum at the height of the personal computing revolution and implemented solutions to create personalised services within traditional business models. As CRM systems became more commonplace, Sean headed projects in CRM Case Management and Property Maintenance systems for Victim Support, Witness Service and the RCFA. He is now back on the international trail with Belron, the brand owner for Autoglass, Safelite & Carglass.

11:00 11:20

17:10 17:30

Claire Carroll, Head of Member And Customer Services, Co-op BIOG Claire joined Coop as Head of Customer and Membership Services in 2015, within 2 years she had transformed a broken operation into an award-winning contact centre at the heart of a revitalised retail giant. She is currently delivering the next stage of the journey, which is to bring together customer facing contact centres across all of the Coop business units as a centre of excellence.

Sean’s work is driven by a passion for service perfection. With a new tool kit afforded by SaaS and of course, the smartphone explosion, he enjoys being at the cutting edge of service transformation. Customer engagement, enablement and ease of use are his primary focus. And if the old doctrines look like they may get in the way of customer service perfection, they are ripe for a shakeup. At present, Sean is driving a global connected-customer approach. He is forming strategies to keep customer conversations ‘front and centre’ and working with international business teams to raise their thought trajectory around voice, data and contact technologies.

16:50 17:10

Co-Op Case Study

She has worked in Contact Centres for over 20 years and is passionate about supporting and raising the profile of the Contact Centre Industry. She has been a Board Member of the Contact Centre Management Association (CCMA) for over 7 years. Claire has worked in the Finance, Insurance, Communications and retail sectors working for organisations such as GE Capital Bank, VirginMedia, HomeServe and BT.

Expert Speaker Tbc

11:20 11:40

Expert Speaker: Conversocial

Sun Finance Group Case Study

11:40 12:00

The Service Desk Institute Case Study: Happiness as a Service

Zane Rudovska, Head of Customer Care & Sales, Fintech BIOG Areas of expertise – Customer care, direct sales, telemarketing and operations in Fintech companies. Has been in Customer care over 10 years.

Cooperated with several markets to assure Customer care business goal achievement, improving processes for customers and agents, created standards and main KPIs. Launched operations in several markets across Europe, Asia and Latin America. Developed direct sales as a great channel to generate more money by using Customer care teams who can deliver millions across Group markets. Has always found a potential in existing customer portfolio and showed to markets how to utilize it in a smart way!

Believing that Customer care is the key for sustainable business. In love with new strategies, CX improvements and innovative technologies how to drive customer care and make it more effective.

Passionate about challenges ahead & being sure that openness and communication within the team is the best tool to make things happen!

Scarlett Bayes, Industry Analyst, The Service Desk Institute (SDI) SDI’s research shows that over half of service desk professionals rank Customer Experience as the most important measure for their service desk. Analysing the survey data, Scarlett will look at whether analysts’ and commentators’ focus on CX is reflected by the industry, how service desks monitor their CX, and how to report this to the business to demonstrate a service desk’s value.

BIOG Scarlett is dedicated to providing insightful and practical research to the service desk industry through investigating trends, analysing data, and engaging with the IT service community. You can find more of Scarlett’s work on the SDI blog and can follow her on Twitter @SDIScarlett.

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA We’ll discuss the journey taken to remove the day-to-day monotony within customer interactions by utilising emotional intelligence with the use of an up-to-date knowledge management base and an award winning employee facing virtual agent. We’ll also explore how by considering customer’s preferences to engage with an organisation, lessons can be learnt on how to adapt communication offerings despite already having high customer satisfaction and employee engagement scores.

MULTICHANNEL CONTACT CENTRE OF THE FUTURE 12:00 12:20

Mathys & Squire LLP Case Study

BIOG

Greg Birmingham, Head of Marketing, Mathys & Squire LLP

Llaura joined Motability Operations in October 2016 bringing with her over 11 years of experience within the financial services sector and eight years as a Learning & Development professional. She manages a team of trainers and communication specialists who are responsible for the knowledge management and communications within the organisation via an internal facing virtual agent (Ask Mo). Over the past 12 months her team have launched an external facing customer virtual assistant combining it with pre-existing live chat functionality and are utilising the findings from speech analytics to ensure that any interaction with a customer focuses on emotional intelligence rather than concentrating solely on business process. Llaura is currently undertaking an MSc in Occupational Psychology with an avid interest in building psychological capital and the prevalence of neurodiversity within the workplace. This has enabled her to consider how her teams can continue to support the organisation to maintain high levels of both customer service and high employee engagement.

BIOG I am a professionally-qualified marketer and business developer with many years’ experience in B2B and B2C environments. My current role demands efficient multi-tasking, effective communication and teamwork. My accomplishments in business development stem from business awareness, opportunism and pro-activity whilst my marketing successes are built on a commitment to defining the right messages and communications vehicle for key audiences.

12:20 12:40

Expert Speaker TBC

12:40 13:00

Metro Bank Case Study David Craggs, Director of Banking Operations, Metro Bank

14:20 14:40

Expert Speaker TBC

14:40 15:00

Shop Direct Case Study: Transforming Customer Service From a Dusty Catalogue Business to a Modern Online Retail Giant

BIOG Dave is the Director of Banking Operations at Metro Bank with responsibility for Contact Centres and a number of back office operations. He has over 20 years of Financial Services contact centre management experience starting with the launch of Barclays very first centres. He has directed centres servicing products including current account accounts, SME banking, mortgages, savings and specialist lending.

13:00 14:00

Lunch and Networking

CHATBOTS, WEBCHAT AND VIRTUAL ASSISTANTS 14:00 14:20

Motability Operations Case Study: A Virtual Workforce Developing Customer Interaction Through Technology

Mark Billingham, Group Customer Operations Director, Shop Direct Group We will showcase the journey which took us to Gold at the European contact centre awards by turning an out of date customer service function into a modern digital Customer focused organisation, reducing contact by 50% over 3 years, accelerating digital technology through AI and webchat and creating industry leading customer outcomes

BIOG Mark is currently a Financial Services Board member & Group Customer Operations Director at Shop Direct Group, the UK’s second largest online retailer which owns very.co.uk and littlewoods.com, he has had a varied career spanning 15+ years across Operational management, Transformation and Customer Experience. In 2018 Shop Direct were recognised as industry leading by the European Call Centre awards for their Customer transformation programmes which in just 12 months improved tnps by 70 points, first contact resolution by 22 points and reduced overall customer contact by 30%.

Llaura Hughes, Communications & Development Team Manager, Motability Operations Frequently the implementation of new technology within a business is treated like a project – something with a start, middle and ultimate finish line. However, Motability Operations’ case study demonstrates how rigorous implementation and maintenance of any virtual agent is actually a never ending marathon – which commences with taking a hard look at the workforce and the knowledge around them.

Previously, Mark has been responsible for major customer changes at British Gas and Vodafone, most notably as Customer Experience Director at Vodafone, improving TNPS by 70 points, first contact resolution by 20% points, reducing complaints by 60% and driving a 40% reduction in call volume. While at Vodafone Mark also led the implementation of AI (Tobi) and the growth of Digital Customer Service through web chat and messaging which now makes up over 40% of overall service.

WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

AGENDA SERVICE DESIGN IN THE CONTACT CENTRE 15:00 15:20

15:20 15:40

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

Save The Children UK Case Study Charlotte Forrest, Head of Supporter Experience, Save the Children UK

16:30 16:50

Heals Case Study John Mihill, Interim Head Of Customer Service, Save the Children UK

BIOG

BIOG

I have worked for good causes for over 13 years and gained a huge amount of experience in a variety of fundraising roles. Prior to taking on my current role at Save the Children, I worked as an innovation consultant at Good Innovation, and ran the Special Projects team at WaterAid where I delivered 2 DFID match funding appeals – the last of which raised £5m, £4m of which was matched by the UK Government.

Proven record of change management to improve online service operations, reduce costs and build award winning teams in online retail at Dixons Stores Group, The White Company, T.M. Lewin & Heal & Sons Experienced in managing high volume, multi-channel retail contact centres, particularly skilled in people management & identifying changes needed to improve performance and build award winning teams Obsessive and passionate in his belief only great teams can provide a consistent & an outstanding customer experience, Work has to be enjoyable if you want to get the best out of people.

Expert Speaker TBC

Also passionate that Customer Service must be seen to contribute to the bottom line and the overall success of any business

15:40 16:00

N Brown Case Study Ian Webber-Rostrom, Head of Outsourcing And International, N Brown Group BIOG

16:50 17:10

A tenacious leader with a strong track record in managing the end to end lifecycle of contact centre operations: in house and outsourced, onshore and offshore. Ian has been the Head of Outsourcing and International for N Brown Group for over 3 years

17:10 17:30 16:00 16:30

Coffee and Networking

Expert Speaker TBC

Kent College Pembury Case Study Sascha Evans, Director of External Relations, Kent College Pembury BIOG Sascha is a theatre producer and curator of immersive experiences. Sascha has worked with some of the UK’s leading theatres companies including Bristol Old Vic, Battersea Arts Centre, as well as leading West End producers. She has also worked as with immersive theatre companies and in pervasive gaming.

Sascha has raised over £1million for charities and advises charities on donor journeys and communications.

Sascha is currently working in education, bringing creativity and a highly personalised approach to the customer experience.

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THE FUTURE OF THE CONTACT CENTRE CONFERENCE HAD A WIDE RANGING SELECTION OF PRESENTATIONS THAT COVERED ALL ANGLES OF CUSTOMER ENGAGEMENT

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THE EVENT WAS USEFUL FOR GAINING INSIGHT INTO HOW MAJOR COMPANIES ARE APPROACHING THEIR MARKETING AND CUSTOMER ENGAGEMENT AND TRANSFERRING THAT BACK TO OUR BUSINESS

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THE DAY OPENED UP MY OPINION OF WHAT WE NEED TO BE DELIVERING TO OUR CUSTOMERS AND WHAT THEY EXPECT FROM US

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WEDNESDAY FEBRUARY 13TH 2019

FUTURE OF THE CONTACT CENTRE

2019 EVENTS INCLUDE 30 JAN 2019

10 MAY 2019

17 SEP 2019

DIGITAL WORKPLACE DIRECTORS FORUM WEDNESDAY 30 JANUARY 2019

EMPLOYEE ENGAGEMENT SUMMIT 2019 FRIDAY 10 MAY 2019

INTERNAL COMMUNICATIONS CONFERENCE TUESDAY 17 SEPTEMBER 2019

22

ENGAGE FOCUS GROUPS

MAR 2019

FRIDAY 22 MARCH 2019

13

CX MARKETING SUMMIT 2019

JUN 2019

26 SEP 2019

THURSDAY 13 JUNE 2019

ENGAGE FOCUS GROUPS THURSDAY 26 SEPTEMBER 2019

04 APR 2019

11 JUL 2019

CUSTOMER ROBOTICS AND AI DIRECTORS FORUM THURSDAY 4 APRIL 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 11 JULY 2019

11/12 NOV 2019

CUSTOMER ENGAGEMENT SUMMIT 2019 MONDAY 11 & TUESDAY 12 NOVEMBER 2019

ContactCentreConference.com

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

Email: Or post to:

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

STANDARD

BRONZE

SILVER

FESTIVAL PASS

(1 Ticket)

(2 Tickets)

(5 Tickets)

(Access all events for 12 months)

£595+VAT

£995+VAT

£1,995+VAT

£995+VAT

DELEGATE PACKAGE: ■ ■

■

End User Full Conference Pass

■

Access to all Seminar Halls Join Roundtable Sessions

■ ■

■

Lunch & Refreshments Networking App

■

■

Presentation Slides Access to Engage Hub

Networking Drinks Party

We believe that you may be interested in products/services that our commercial partners at this event offer. If you are happy for your details to be shared, please tick the box below: I am happy for my details to be shared

INDUSTRY: Financial Services Transport & Logistics

Retail

IT/Telecoms

Business Services

Public Sector

Utilities

Healthcare & Pharmaceutical

Leisure

Manufacturing

Leisure & Tourism

Vendor/Service Provider

Consultant

Other

I WISH TO ATTEND: SUMMITS:

CONFERENCES:

Employee Engagement Summit 2019 – 10th May

Digital Workplace Directors Forum –30th January 2019

CX Marketing Summit 2019 – 13th June

Future of the Contact Centre Conference – 13th February 2019

Customer Engagement Summit 2019 – 11th-12th November

Customer Robotics and AI Directors Forum – 4th April 2019

CONFIRMATION Whilst I may choose to withhold 3rd party consent, I understand that by choosing to allow my badge to be scanned by a sponsor, I am providing them with my personal data and in doing so I consent to being contacted by them after the event.

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

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

Other - Please specify = £

I have read and understood YES, I would like to attend the event(s) detailed on previous page.

Please send me an invoice which will be paid in full prior to the event(s) detailed.

REGISTRATION First name

Last name

Job title

Organisation

Signature

Address Date

Printed Name

Post code

County

Job Title

Tel

Mobile

Email

Finance Department Email For BACS payments please send to:

OTHER DELEGATE DETAILS First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

First name

Last name

Tel

Email

08/01/19

Job title

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

Bank transfer: If paying by bank transfer please ensure that remittance advice

Job title

is sent to tickets@ebm.media Please QUOTE INVOICE NUMBER, failure to do so may result in a delay in processing your delegate ticket.

Job title

EngageCustomer.com EngageEmployee.com Job title

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

REGISTRATION QUESTIONS

TERMS AND CONDITIONS

WHAT'S YOUR ANNUAL RELEVANT PURCHASING BUDGET?

WHERE DID YOU HEAR ABOUT THIS EVENT? Email

EVENT TICKETS These ticket terms and conditions as contained below and the abbreviated version found on the booking form are an acknowledgement of agreement (“the Contract”) and apply to all services (“the Services”) provided by Engage Business Media Ltd (“the Organisers”). By signing the booking form, the “Customer” accepts the following terms: In the event of any inconsistency, conflict or ambiguity between the Terms and Conditions and any terms and conditions stated on the Booking Form, the provisions of these Terms and Conditions shall apply.

£100,000 or less

Website

£100,001 - £250,000

Partner organisation

£250,001 - £500,000

Telephone call

£500,001 - £1 million

Google

£1 million - £5 million

Social media

£5 million - £10 million

Other (please specify)

Over £10 million

HOW MANY EMPLOYEES DOES YOUR ORGANISATION HAVE?

I am researching for a new project 1-24

For professional development, learning and knowledge 25-49

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

WHAT IS YOUR PURCHASING RESPONSIBILITY?

250-499

Make purchase

500-999

Authorise purchase

1000-4999

Influence purchase

5000+

Specify suppliers I have no purchasing responsibility

WHICH BEST DESCRIBES YOUR REGIONAL RESPONSIBILITY? UK

Middle East

Americas

Europe

Asia

EMEA

Global

TICKET TERMS • “End User” shall mean an individual who works for a company and benefits from the content at the event, they have no service, product or any offering that could be discussed, presented or of interest to another end user delegate at any Engage Business Media event.

• “Supplier/Vendor/Industry ticket” shall mean any person, company or partnership, their agents, or contractors who have a commercial service, product or any offering that could be discussed, presented or sold at any Engage Business Media event.

SUPPLIER / VENDOR / INDUSTRY TICKETS To protect the investment of our sponsors, we charge a ‘Supplier Ticket’ fee which is calculated and comparable to a sponsorship package. Discounted vendor passes are not available for the purpose of evaluating the event for future sponsorship. This policy has been in effect since Engage Business Media started and ensures the best outcome for both our sponsors and end user delegates.

Please Note: We will decline all registrations that do not meet the relevant criteria and Engage Business Media reserves the right to decline attendance at any event.

BOOKING AND PAYMENT To purchase a ticket for any of the Engage Business Media events a signed booking form specific to the event is required, this can be presented over email, post or by booking over the website in accordance with the instructions set out therein (“Booking Form”). You are responsible for the accuracy of your Booking Form, including in particular your contact details (which we will use to contact you from time to time and in accordance with these Terms and Conditions).

Submitting a Booking Form constitutes an offer by you to purchase a ticket for the event in accordance with these terms and conditions. The Ticket Terms and Conditions apply to the booking of all tickets to the exclusion of all other terms and conditions.

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

Any issues regarding the sale of a ticket, the terms and conditions or anything relevant to accessing the event should be presented in writing prior to signing the booking form to tickets@ebm.media.

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

TICKET RESALE Under no circumstances may your event booking be resold by you or on your behalf. If we have not charged you a Fee in order to attend the event and you are unable to attend or offer an alternative attendee from the same organisation you may be charged a cancellation fee if applicable and made clear at the time of booking.

AMENDMENTS AND CANCELLATION TO AN EVENT We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K. In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event.

LIABILITY Nothing in the ticket terms and conditions shall exclude or restrict our liability to you for death or personal injury resulting from our negligence, the negligence of our employees in the course of their employment, or any other liability which cannot be excluded by law.

Under no circumstances shall we be liable to you for any direct or indirect consequential costs or losses suffered by you, whether in contract or otherwise. Indirect costs and losses shall include (but not be limited to) any loss of anticipated profits, savings, business or opportunity and loss of publicity.

The views expressed speakers at the event are their own. We shall not be liable for the views, acts or omissions of any speaker or any other attendee at the event. Any information given or distributed at the event shall not constitute advice and should not be relied upon.

Our maximum liability in contract, tort, or otherwise (including any liability for any negligent act or omission) arising out of or in connection with our obligations under the ticket terms and conditions shall be limited to a sum equal to the amount of the ticket sale fee (if applicable).

You shall indemnify us and keep us indemnified from and against all claims, damage, losses, costs (including, without limitation, all reasonable legal costs), expenses, demands or liabilities arising out of or in connection with any breach by you of the ticket terms and conditions.

We will confirm receipt of your booking form by providing an electronic receipt and/or digital ticker, however the booking and/or event ticket is not confirmed or deemed accepted until a signed booking confirmation is received.

You and the organisation specified on the Booking Form (if applicable) are jointly liable for your obligations in accordance with the ticket terms and conditions, you confirm that you have all the necessary authority, consents and permissions to attend the event.

The Ticket Terms and Conditions will be binding by both Parties from that point.

Where there is a price to attending the event and payment has not been paid in full at the time of the booking, following confirmation of your booking we will issue an invoice for the full price of your Event ticket (as set out on your Booking Form, plus VAT as applicable) (the “Fee”).

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

The fee must be paid and funds received in accordance with the payment terms and instructions set out in the invoice or received prior to the event date, whichever is sooner. Unless otherwise stated therein, the fee covers your entry for the duration of the event only and is exclusive of all travel, accommodation, insurance and other costs (all of which must be arranged and met by you).

USE OF INFORMATION We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event.

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

Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes.

EVENT ATTENDANCE Compliance with instructions and regulations, by attending the Event you comply with all applicable law, including (but not limited to) all health and safety legislation and requirements. All instructions given by us or on our behalf, including (but not limited to) in relation to any security arrangements and the terms and conditions of the Event venue (a copy of which is available on request prior to the Event).

SAFETY AND SECURITY You are responsible for ensuring your own safety and security whilst attending the Event as set out in these terms and conditions, we shall not be liable for any loss or damage suffered by you.

FILMING AND PHOTOGRAPHY We may, at our discretion photograph, film, broadcast or record the Event for our own use and purpose. You grant us an irrevocable licence to use and sub-license the use of your name, voice, likeness, image, statements and any contribution made by you at or to the event in any and all media (whether now known or hereinafter invented) throughout the world and in perpetuity.

You are not allowed to photograph, film, broadcast or record the event without express prior approval from the organiser.We reserve the right to refuse entry to the event, or subsequently remove you from the event if you fail to comply with these ticket terms and Conditions.

DELEGATE BADGES Provided delegate badges must be worn at all times during the event. Badges are only valid for the registered delegate and cannot be passed on or shared by any other person than the name on the badge. Any misuse will result in delegates being denied access to the event or asked to leave at the organisers discretion.

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

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

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

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

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

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

All transfers are at the discretion of the event organiser.

We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon.

If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event).

We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/terms-conditions Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you.

ENTIRE AGREEMENT These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter.

THIRD PARTY RIGHTS These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same.

WAIVER No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy.

APPLICABLE LAW AND JURISDICTION These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any non-contractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.