2017 Engage Focus Groups

EVENT GUIDE

T U E S D AY 2 6 T H S E P T E M B E R 2 0 1 7 C O U N T Y H A L L L O N D O N

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER Our exclusive new Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences in a structured professional environment.

These dynamic and highly engaging think tanks stimulate thought leadership discussions and provide valuable ‘take-home’ implementable knowledge. Hosting a focus group forges meaningful relationships, positions you as a market leader whilst providing powerful insights into the key issues within the enterprise.

EngageFocusGroups.com SPONSORED BY

CUSTOMER ENGAGEMENT SUMMIT 2017 M O N D AY, 1 3 N O V E M B E R 2 0 1 7 WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR”

EUROPE'S PREMIER CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT

More than 900 delegates – a new record – attended Engage Business Media’s fifth annual Customer Engagement Summit in 2016, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference.

So the scene is set for a fantastic day on November 13 2017 with our sixth Customer Engagement Summit and our Annual Engage Awards under the same roof and on the same day – it’s definitely one for your diary!

CX DIRECTOR, MARKS & SPENCER

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THE TEAM Steve Hurst Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director E: nick.rust@ebm.media T: 01932 506 301 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 James Major Sponsorship Sales E: james.major@ebm.media T: 01932 302 110 Alex Webb Sponsorship Sales E: alex.webb@ebm.media T: 01932 506 303 James Hitchinson Sponsorship Sales E: james.hitchinson@ebm.media T: 01932 506 305

WELCOME A warm welcome to London’s iconic County Hall and our inaugural 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.

The launch of 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-home’ implementable knowledge for our delegates.

The Focus Groups are a series of 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.

Today’s Focus Group topics include: Customer Engagement Transformation; How Employee Experience Drives Customer Experience; CX Strategies for The Customer Journey; Innovative and Disruptive Strategies in CX; Artificial Intelligence & Robotics; Engaging with The Digital Customer; 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.

Steve Hurst, Editorial Director

Dan Skinner Membership Sales E: dan.skinner@ebm.media T: 01932 506 307 Dan Keen Membership Sales E: dan.keen@ebm.media T: 01932 506 306 Sabrina Clarke Finance Department E: finance@ebm.media T: 01932 500 103

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

CUSTOMER ROBOTICS AND AI

2 TICKE ONLY £9 TS 95

29 NOVEMBER 2017 B L U E F I N V E N U E I LO N D O N

ROBOTICS & ARTIFICIAL INTELLIGENCE WILL TRANSFORM CUSTOMER ENGAGEMENT HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTH The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI). Our Robotics and AI in Customer Engagement Directors Forum will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers. Delegates at the Forum will hear from global experts, leading edge technology companies and also from organisations implementing robotics and AI strategies in the field of customer engagement.

Sponsored by

Contact: tickets@ebm.media Ticket hotline: 01932 506 300 (Press 1) CustomerRoboticsandAi.com

VISITOR INFORMATION FLOORPLAN

8

County Hall, 3rd floor 7

AGENDA: 9:00‐9:30 REGISTRATION & COFFEE 09:30‐11:00 FIRST DEBATE SESSIONS COMMENCE (90 MIN) 11:00‐11:30 MORNING COFFEE & EXHIBITION

Focus Groups

REFRESHMENTS:

• • • •

5

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

4

13:00‐14:00 LUNCH & EXHIBITION

6

Expo Hall 2 & Refreshments 1

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

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

JOIN THE CONVERSATION: Registration

@EngageCustomer #EngageConferences

14:00‐14:30 PRESENTATIONS

FIRST AID:

14:30‐16:00 THIRD DEBATE SESSIONS COMMENCE (90 MIN)

CANVASSERS:

16:00‐16:30 AFTERNOON COFFEE & EXHIBITION

5

3

WI-FI: 11:30‐13:00 SECOND DEBATE SESSIONS COMMENCE (90 MIN)

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Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall throughout the day.

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Please visit the registration desk should you require assistance.

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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TRAVEL: The venue is situated within walking distance of Waterloo station.

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Focus Groups

1

MAKING TECHNOLOGY THINK

ENGAGING WITH THE DIGITAL CUSTOMER THROUGH NATURAL LANGUAGE AND AI Moderators: Frank Brunett-Alleyne, Sales Director UK, Artificial Solutions Peter Roost, Chief Operating Officer UK, Artificial Solutions

There are many misconceptions around AI. For example, the idea that only the technology giants can deal with the problem of delivering artificially intelligent solutions; and that attempting to address it yourself is an unrealistic fantasy. Yet customers and consumers are already becoming immersed in artificial intelligence in their personal lives, from their smartphones to their smart homes, and are fast coming to expect intelligent and capable AI-based solutions in their business dealings as well. How will enterprises solve this catch-22 and enable themselves to survive and thrive in the AI economy?

In this 90-minute session we will discuss new ways to engage with the digital customer. Conversational solutions bring a new opportunity for enterprises to innovate and create new channels to interact with consumers and customers. Join our discussion and find out how natural language and AI can help you engaging differently with your customers across channels.

CLARA-BOT Good afternoon Eva. Yo our order is due to be delivered between 10-11am today.

EVA II’m m not home till lunchtim me, can you reschedule it?

CLARA-BOT Of course, I’ve changed the delivery slot to 3-4pm.

Have a great day!

Frank, Sales Director UK, has 30 years’ experience in the computer software and services industry. For the last 10 years he has specialised in omni-channel customer interaction and engagement solutions that facilitate successful enterprise business transformation. In his experience, customers are increasingly demanding a personalised service however, wherever and whenever they engage with an organisation. This makes delivery of next-generation customer service a strategic differentiator, regardless of industry sector.

Peter has successfully worked in senior leadership roles within the European IT industry for 25 years, ranging from an ERP software and professional services business, a tier 1 System Integrator and a public company providing CAD/CAM solutions to global manufacturing. As Chief Operating Officer at Artificial Solutions he is responsible for all post-sales functions including Customer implementations, Professional Services, Support & Maintenance, Hosting & IT, Education & Training, Best Practices plus Legal and Commercial support for the entire business.

At Artificial Solutions we Make Technolog e gy Think!

We believe that people should be able to interact with technology intelligently.

Using their language, their terminologyy, across whaatever device or service they choose. Our technology usess a for o m of AI we reffeer to as Natural Language Interaction (NLI). Delivered through our Teneo e platffor o m, it allows non-specialistts to rapidly develop enterprise strength ength, conversational applicaations that reason, analyze, and react — just like a human.

For more inffo ormation vissit www.artificial-solutions.com or email us at info@artificial-solutions.com

AGENDA 2017

WHAT’S YOUR BEST USE CASE FOR INTELLIGENT ASSISTANCE? CX Company enables yourr organisation to delive er automated, intelligent and personaliised conversations in each step of the cus stomer journey. Across every digitall ch hannel and device.

Moderator: Martin Hill-Wilson, Founder, Brainfood Consulting

Making Your First Intelligent Assistant a Success This session is part of a thought leadership series co-designed and delivered by customer engagement expert Martin Hill-Wilson under the sponsorship of CX Company.

These conversa ations drive an improved customer experience, increased

Now that claims for AI inspired customer service are reaching their peak of over stated capability, it’s time to get real and focus on rapid ROI for the increasing number of brands coming into this space for the first time.

self-service rate es and higher conversions.

Whether you wa ant an intelligent chatbot on Facebook messenger, a vir-

This session looks at making your first intelligent assistant a success. Which use cases should you avoid?

Where is the sweet spot that gets you going and sets you up for long term success?

tual agent on your o website or a conversational digital assistant in your app, our SaaS-cconversation platfform o DigitalCX makes it easy to turn

Topics we are going to tackle include: • Where’s the evidence that customers want intelligent assistance?

• From digital assistants to bots. Why so many names? Any real differences?

• How does self service fit in with live assistance? How do we plan for that?

• Use cases you should resist first time around.

• The use case with the lowest risk and best ROI. • A useful checklist to get you focussed on being successful.

your needs, crea ativity and knowledge into automated conversations.

DigitalCX comb bines over a decade of experience with the best Natural Language Processing, e supervised machine learning techniques and powerful knowlledge management.

Together with our o 50+ international clients, we’ve made our soffttware

And of course throughout the session we are looking for debate and plenty of Q&A. If you are serious about making self service a really attractive and successful customer experience, this session will help you prioritise what really matters.

very easy to work with. You o and your employees can work with this $UWLˋFLDO ,QWHOOLJHQFH ZLWKRXW WKH QHHG WR FRGH CX Company - Automated A conversations to get the job done.

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.

It’s time to get serious about xperience. automating the customerr experience Get in touch at hello@cxcompany.com +44 1256 799 756

AGENDA 2017

GUIDING YOU TOWARDS A BETTER FUTURE HOW DO CONTACT CENTRES STAY RELEVANT INTO THE FUTURE? Moderator: Simon Foot, Group Development Director, Ember

Ember will be discussing the innovation opportunities in customer management and what this could mean for contact centres and the evolution of customer journeys, the service experience as a differentiator and how the operating models of organisations will need to be regularly reviewed and refreshed as a result. Is there a place for deeper customer engagement where speed and ease are the new watchwords, and digital developments in customer interaction are rapidly changing the way that consumers are thinking about engagement and responsiveness. Don’t be left wondering about innovation – be part of the story. Simon has long been a respected practitioner, advisor and commentator on customer management strategies and operations, working with many of the world’s leading brands, and will share some of his, and Ember’s, latest insights in this roundtable session.

Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous projects designing and implementing operating models at a strategic, operational and technological level. A particular area of expertise is in channel optimisation and the implementation of digital initiatives.

TURNING CUSTOMER ENGAGEMENT INTO TANGIBLE BUSINESS BENEFITS ͻ Realise value from your engagements

Simon has held senior consulting roles with IBM, CM Insight and Verint Consulting. He was appointed Director of Training, Consulting and Speech Analytics for Verint in 2011. Simon’s client successes cover transformation programmes for many of the UK’s top brands across multiple sector’s including BT, Tesco, British Airways and Camelot.

ͻ Create opportunity from innovation ͻ Transform confidently, innovatively, successfully

Earlier in his career, he spent several years working in the water industry and later joined BBC TV Licensing, where he was responsible for customer experience delivery in the outsourced contact centre operation that managed the collection and enforcement of the TV licence fee.

ͻ Drive value from technology, people and processes

Whilst with IBM, Simon was lead Solution Architect for a number of multi-million pound outsourcing contracts working with a global toolkit of multi-channel technology and outsourcing model’s.

Passionate about understanding and enhancing the customer experience whilst driving commercial benefit for the organisation, Simon combines a solid technology understanding with a real world pragmatism which has the customer at its heart.

SPEAK TO EMBER FOR A CHAT ABOUT HOW WE CAN HELP YOU SHAPE YOUR FUTURE!

Ember is a business services group helping organisations to become market- relevant and business-ready for the future. Through three specialist and integrated businesses, we can help you define your priorities for change through the analysis of outcome and operational realities, identifying hidden risks and supporting the transition of delivery.

Understanding the value of your processes, people and technology and their impacts on customer behaviours and loyalty will deliver long term success through better customer engagements.

Ember Group provides:

ͻ Specialist management consultancy ͻ Training ͻ Executive search & recruitment ͻ Commercial contract advice

AGENDA 2017

www.embergroup.co.uk info@embergroup.co.uk 0207 871 9797

DELIVERING GREAT CUSTOMER EXPERIENCE THROUGHOUT YOUR ENTIRE ORGANISATION Moderator: Chris Madge, Accounts Executive, Genesys

Delivering great customer experiences requires a strategic approach across multiple departments and lines of business within the entire company – not just the contact centre.

Moments connected Powering the world’s best customer experiences

Learn how you can: •

Deliver consistent, seamless and personalised customer experiences.

•

Increase customer satisfaction and lower your cost to serve.

•

Drive revenue growth.

Chris helps businesses turn customer service into a competitive advantage. He works with organisations to deliver technology solutions that positively impact their business and customer service. His approach is consultative and he brings experience of over 20 years in solution sales in both the UK and US. Chris’s specialties include OmniChannel Engagement, Customer Service Strategy, CallBack solutions, Unified Agent Desktop, PCI Compliance, Workforce Optimisation, Analytics, Process Automation, ITSM, CAAS versus Premise technology comparison. He has lots of resources available and experience to share.

Deliver better customer experiences with this cloudbased, all-in-one communications and customer I\TIVMIRGI TPEXJSVQ [MXL E ƽI\MFPI EVGLMXIGXYVI ERH features that are easy to learn and use.

Deliver an exceptional customer experience, simplify administration, increase operational performance and reduce total cost of ownership with an all-in-one platform.

Take advantage of global high availability, unlimited scalability, customisation and integration capabilities in a true omnichannel engagement platform.

www.genesys.com/uk AGENDA 2017

020 3808 3999

ACCELERATING CUSTOMER EXPERIENCE UTILISING DIGITAL ADOPTION Moderators: Edo Soroka, Director of Sales, UK, Jacada Rich Garrett, Pre Sales Director, UK, Jacada

Organisations are investing millions in digital self-service solutions. Despite this digital investment, customers are bypassing self-service and still picking up the phone. The result? Low digital adoption and high call volume. In fact, statistics show that up to 82% of interactions still end up in the contact centre.

Join us to learn why and how you need to drive digital adoption across your entire customer base and finally realize the benefits of your self-service investment while improving the customer experience.

In this roundtable we will be discussing how voice callers can be diverted to a personalized and digital self-service experience, resulting in call reduction by at least 10%.

Key discussion points include: • • •

Channel pivoting voice callers to the digital channel while improving customer experience.

Providing a conversational experience blended with a traditional flow driven approach.

Eliminating the customer’s reluctance to self-serve.

Edo has over 16 years of experience, mostly focusing on sales and business development across EMEA, Americas & APAC. Executive sales experience selling enterprise solutions to Contact Centers across various verticals such as: Telco, Financial Services, and Insurance while focusing on customer experience digital solutions Management background of leading sales teams and managing commercial policy (pricing and profitability control) • C Level Contacts • Successful track record of building new regions and wining new customers • Previous companies includes: Nice systems, Alvarion, ECI

Rich has spent the last 15 years of his career with a focus on customer experience. From designing and developing transformation speech natural language IVR systems, to creating and delivering industry-leading digital concierge sales and service experiences for global Fortune 100 brands, Rich’s passion is to help enterprises realise the business value inherent in giving consumers positive brand interactions with simple and efficient outcomes.

AGENDA 2017

CX SERVICE DESIGN – EVOLUTION OR REVOLUTION Moderator: Darryl Beckford, Head of Digital Acceleration, KCOM

Many organisations have similar objectives when it comes to driving digital transformation, delivering a better experience and reducing operating cost. With these objectives often competing for your attention, what is the best customer experience service design technique to get all three birds with one stone?

With so many people across the business involved in delivery of customer experience, what’s happening where you are? Are customer experience service design techniques employed by different teams becoming more converged, or are they getting further apart? Is there anything we can learn from “agile” software development techniques? Is a complete “drains up” approach the answer, or do we risk throwing the baby out with the bathwater?

We’ll be sharing our ideas from our own experience working with customers, but we want to know what you think!

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers across multiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences for customers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

Re-imagine your customer experience The bar for contemporary customer experience is constantly rising. If you’re striving to balance meeting these increasing expectations with the need to increase revenue and reduce cost, talk to us to find out how we could help.

> > > >

Strategy and principles Customer experience dashboard Episodic journey planning Continuous experience improvement

Visit our stand to find out more about our consultancy offers.

kcom.com

AGENDA 2017

THE SOCIAL MARKETING PARADOX – WHY BRANDS FAIL TO CREATE CUSTOMER RELATIONSHIPS ONLINE Moderator: Ulrika Haug, Senior Director of Product Marketing, Lithium

Social has fundamentally changed marketing and promised a new kind of customer relationship. Brands know they need to be actively a part of the social ecosystem, but they aren’t sure if their social marketing efforts are paying off. Hence, the paradox.

Today, brands focus almost exclusively on big social networks like Facebook and Twitter where engagement is already low and dropping. Which is why they need to streamline and optimise their social efforts to become savvier at understanding what their customers want as well as when they are likely to be receptive to brand messages.

This roundtable will aim at discussing the following topics: • The post and pray days when brands could simply throw something up on their social channels in hopes of more organic trafďŹ c, are over.

Use social to accelerate your business b Brands like Barclaycard, d Sephora and om;‹ u-l u;-r lÂ†Ń´ŕŚžĹŠlbŃ´Ń´bomv r;u ‹;-u bm 0;m;C|v =uol vo1b-Ń´Äş )_-| Ä˝v ‹o†u 0u-m7 ];মm] o†| o= b|Äľ

• Data-driven content recommendations lead to better brand performance, driving loyalty and more purchases. • Leverage your brand community to its full potential by responding to their wants, needs and expectations in real-time. • Move away from “likesâ€? and “sharesâ€? metrics and focus on “clicksâ€? and “conversionsâ€? – the real indicators of social marketing success. • Engage across sales, marketing and service for a complete customer experience. • Scale - save time and effort, while mitigating security and risk.

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Community users spend 2.5x more than the averrage customer

10x 93 25% 10 9 % more for super users.

Ulrika is the Senior Director of Product Marketing at Lithium where she is responsible for Lithium’s retail strategy and product positioning, particularly for Lithium’s analytics and community products. Ulrika brings both extensive commercial experience from her career in management consulting and product management in the high tech industry, alongside a deep technical background in engineering that gives her insights into opportunities for developing the next generation of market-leading products and solutions.

Reinvent the way you connect with customers Find out more lithium.com/why-lithium | Visit our community community.lithium.com

AGENDA 2017

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HOW EMPLOYEE EXPERIENCE DRIVES CUSTOMER EXPERIENCE (A LIFELINE FOR YOUR FRONTLINE) Moderator: Michael Faulkner, Director of Customer Experience and Consulting Director, NKD •

Hear the story of two global brands who went on the journey of investing in employee experience and reaped the rewards.

•

Have the opportunity to take part in a diagnostic of your own organisation.

•

Leave with some insights into what could take your employee experience to the next level.

Michael Faulkner is Director of Customer Experience and Consulting Director at NKD. He has spent more than a decade working with organisations across the globe, including Virgin Atlantic, Deutsche Post DHL, Tesco, Intercontinental Hotels and the Walt Disney Company improving employee experience and engagement in order to create internal brand ambassadors who deliver exceptional Customer Experiences that drive Customer Loyalty.

THIS S IS NOT A MET TA APHO OR They are not acrrobats.

They are everyda d y people, focused on a vission, bound by a common purposse, working togetherr to achieve some ething remarkable.

They do it be ecause they wan nt to.

Why shouldn’t your people come to work with the same passion p and dedicatio on? elop peo ople strategies that: THINK KING GE BEH HAV VIOUR SFORM M PERFORMANCE k

+44 (0)203 4700 23 30 hello@nkd.co.uk

AGENDA 2017

OUR SPONSORS

At Artificial Solutions, we Make Technology Think! We believe that people should be able to interact with technology intelligently. Using their language, their terminology, across whatever device or service they choose. Our technology uses a form of AI we refer to as Natural Language Interaction (NLI). Delivered through our Teneo platform, it allows nonspecialists to rapidly develop enterprise strength, conversational applications that reason, analyze, and react—just like a human.

T: +44 (0)1635 523267

CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, increase self-service and boost customer satisfaction by leveraging chatbots, virtual assistants and in-app engagement.

DigitalCX, CX Company’s customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers.

With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.

T: +44 1425 614 070 T: +31 (0) 10 411 38 66 W: www.cxcompany.com

Ember is a business services group helping organisations to become market-relevant and business-ready for the future. We provide specialist management consultancy, training and analytics, executive search and commercial and outsourcing contracting services, and address the customer management strategies, technical and operational capabilities that will help you define your priorities for change. With an unashamedly commercial focus we help to drive down costs, identify hidden risks and support the transition of delivery so that you can transform confidently, innovatively and successfully to secure your future through better customer engagement.

Genesys® powers more than 25 billion of the world’s best customer experiences each year.

We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.

Contact: Simon Foot T: +(0)20 7871 9797 T: 07796 148709 E: simon.foot@embergroup.co.uk W: www.emberservices.com

T: +44 (0)2038 083 999 W: www.genesys.com/uk

OUR SPONSORS

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based solutions, as well as optimized agent desktops, and business process optimization tools.

Customers can benefit from an improved customer experience at every touch point with the organization, whether digitally on the website or mobile device, at the contact center, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel.

KCOM is an “experience integrator” created for today’s unpredictable world. We help enterprises and public sector organisations to re-imagine and re-architect their IT and communications infrastructure to deliver easier experiences for their customers.

With “best in class” consultancy, architecture, delivery and service management, KCOM works with its customers to deliver on the promise of digital transformation and the public cloud. We help organisations transform their operations and experience to become more customer-centric, agile and efficient.

Contact: Ellie Cornick, Marketing Programme Manager.

More information is available at www.Jacada.com.

E: Ellie.cornick@kcom.com W: www.kcom.com

Lithium delivers brilliant digital customer experiences at scale. The Lithium Engagement Platform enables brands to connect customers, content and conversations at the right digital moment.

We believe that employee engagement is as vital to company performance as external customer engagement.

With the Lithium Engagement Platform, digital marketers are delivering the right content to the right customer at the right time to increase revenue and brand value. More than 400 global brands leverage Lithium to drive integrated campaigns and personally engage more customers with trusted content.

Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries.

To find out how Lithium can help you cultivate authentic customer relationships with the power of social and community, visit www.lithium.com or follow us @LithiumTech.

We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick.

Contact: Richard Wright, EMEA Field Marketing Director E: Richard.wright@lithium.com T: 07825 689 187 T: +44 203-695-8750

Contact: Nab Kalsi, Business Development Director E: nab@nkd.co.uk M: +44 (0) 7768 045 609 T: +44 (0) 203 4700 230

2017/18 EVENTS INCLUDE 13 NOV 2017

22 FEB 2017

12 JUL 2018

CUSTOMER ENGAGEMENT SUMMIT MONDAY 13TH NOVEMBER 2017

FUTURE OF THE CONTACT CENTRE CONFERENCE THURSDAY 22ND FEBRUARY 2018

13 NOV 2017

15 MAR 2017

ENGAGE AWARDS 2017 MONDAY 13TH NOVEMBER 2017

CX MARKETING SUMMIT 2018 THURSDAY 15TH MARCH 2018

29 NOV 2017

03 MAY 2018

CUSTOMER ROBOTICS AND AI DIRECTORS FORUM WEDNESDAY 29TH NOVEMBER 2017

EMPLOYEE ENGAGEMENT SUMMIT THURSDAY 3RD MAY 2018

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 12TH JULY 2018

BOOK YOUR PLACE 01932 506 300 (press 1)

tickets@ebm.media

EngageCustomer.com