Future of the Contact Centre Conference Preview Guide 2018

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Our Future of the Contact Centre Conference is now in its fourth year and is regarded as the UK’s biggest and best event of its kind. With 2018 seeing 350 delegates set to be in attendance and case study presentations from the likes of Three, Samsung, DMG Media, Autotrader, BT, Dixons Carphone, Xercise4Less, Water Plus, West Sussex County Council, 4 Finance and more, you can see why this CPD accredited event is set to be truly world class.

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THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

WHAT TO EXPECT

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:

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Artificial Intelligence & Robotics in the Contact Centre

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Big Data, Customer Insight and Analytics

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A focus on the plethora of new technologies that are driving the contact centre forward including Robotics and AI

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CX Innovation and Transformation

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The key link between engaged employees, customers and performance

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The Contact Centre & The Customer Journey

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How insight and analytics can deliver consistent customer experience

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Omnichannel Customer Engagement – Part 1 and 2

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How the contact centre is pivotal to delivering – or not – on the brand promise

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Evolution of VOC & VOE in the Contact Centre Chatbots, Webchat and Virtual Assistants

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

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

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CX Service Design in the Contact Centre

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

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Multichannel Contact Centre of the Future

VIEW 2017 HIGHLIGHTS VIDEO

QUICK FACTS:

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01932 506 300 (press 1)

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TOPIC STREAMS

EngageCustomer.com

30 PRESENTATIONS

NETWORKING DRINKS PARTY

ACCREDITED

EVENT

ContactCentreConference.com

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

SPEAKERS

Greg Jenkins

Darren George

Suzi Caesar

Nick King

Aija Urbina

Justin Collinge

Nicholas Brice

Digital Business Partner Three

European CX Insight Manager Samsung

Head of Customer Service DMG Media

Insight Director Autotrader

Group Head of Customer Care 4ďŹ nance

Director TAO Leadership

Team Brighton Lead American Express Community Stadium

Sharon Davies

Jason Roberts

James Sandberg

Kim Ratcliffe

Julie Rendle-Eames

Sarah Metcalfe

Adam Taylor

Senior Talent, Leadership & Organisational Development Specialist TAO Leadership

Head of Contact Centre Operations Dixons Carphone

Founder Customer Devoted

CCO Water Plus

Head Of Customer Experience West Sussex County Council

Head of Customer Service Sure Petcare

Sales and Customer Services Director Portland Broadcasting

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

SPEAKERS

Dr Nicola Millard

Darryl Beckford

Kris Mckenzie

Orinta Gaucyte

Matt Smallman

Nicholas Cockerill

Kathryn Fox

Head of Customer Insight & Futures BT

Head of Digital Experience KCOM

Senior Vice President and General Manager Calabrio

Customer Experience Manager tails.com

Director Symnex Consulting

Head of Product Sky Gaming

Assistant Director Homes and Services Johnnie Johnson Housing

Llaura Hughes

Christoph Neut

Barry Webb

Darren Plimley

Martin Hill Wilson

Paul White

Training and Communications Manager Motability Operations

Vice President of EMEA Sparkcentral

Head of Digital Optimisation, Contact Centres BGL Group

Head of Site - Operations BGL Group

Founder Brainfood Consulting

Director of Customer Engagement IFS-Mplsystems

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

AGENDA Daily Mail Group Case Study: Gig Economy + Customer Service = Crowd Service™ (The Answer to Everything?)

Sure Petcare Case Study: Voice of the Customer in a Connected World

Suzi Caesar, Head of Customer Service, DMG Media

Sarah Metcalfe, Head of Customer Service, Sure Petcare

Are you hearing a lot about how Artificial Intelligence and Crowd Service™ can help you transform your service operation? Are you fed up of the hype? Just want to figure out what’s going and what will help you achieve your targets in the next 2 years?

As the leading provider of intelligent pet products, customer service has been a major focus for Sure Petcare since day one. They have experienced tremendous growth since being founded in 2008 and now sell in over 20 countries worldwide.

In this session Susan Caesar, Director of Customer Experience at DMG Media will share how, when faced with a seemingly impossible task of saving 30% of her annual budget AND a promise to deliver better service, she turned to a Crowd Service™ model. Provided by Limitless Technology the solution has been an overwhelming success and has been quickly embraced by the DMG Media board as innovative, scalable and future proof. If you would like to hear DMG’s Crowd Service™ story, including the challenges we overcame please join us.

The company pride themselves on having great products backed up by amazing customer service.

Sarah will share how Sure Petcare continue to use the voice of their employees to improve their company, their customer service. Focussing on how their employee voice has been used to develop their omnichannel service delivery as well as shaping the future of supporting their connected suite of products. She will discuss how giving employees the voice has helped Sure Petcare achieved their NPS score of over 90% and above.

BIOG Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UK publisher. Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, Customer Care Director for asos.com, a management consultant in private and public sector, and Customer Service Director at Orange, Sky and Microsoft. In particular Suzi specialises in transformation within disruptive markets, driving revenue, efficiencies and people engagement as a result. She is driven by the fact that businesses want profit and people want inclusion, collaboration and recognition. She believes to thrive it’s vital that organisations adapt to humankind, finding new ways to create and exchange value and to do so with care, empathy and authenticity. Suzi is a non-executive director of a social enterprise communityfirstuk.com that promotes digital skills for inclusion and employability. She recently won a Personal Achievement Award from DMGT for her work in helping the founders, Pauline & Carol, establish communityfirstuk.com. Suzi works globally and lives in London and Carnoustie. She also loves kayaking, offroading, photography and film making.

Spark Central Enables Effortless Customer Experiences at Scale!

Christoph Neut, Vice President at EMEA, Sparkcentral Customer-obsessed companies use Sparkcentral’s leading customer engagement platform to manage and resolve customer service interactions over messaging and social channels in a simple, streamlined and fun way. With the fastest customer routing and prioritization technology in the business and innovative workflow optimization and reporting tools, Sparkcentral helps global brands like Delta Air Lines, Goodbaby, Citizen M, Uber, Zappos, Engie, Emirates and more deliver effortless customer service experiences and drive brand loyalty. A recent CODiE Award winner for Best Customer Service Solution, Sparkcentral is headquartered in San Francisco and has its EMEA headquarters in Belgium. To learn more, visit http://www.sparkcentral.com and follow @Sparkcentral on Twitter.

BIOG Christoph Neut is VP of EMEA at Sparkcentral – a Silicon Valley based enterprise customer engagement software provider that enables customer-obsessed brands like Delta Airlines, Zappos, Uber, Citizen M, Engie, Goodbaby, Emirates to deliver engaging and effortless customer experiences on messaging & social channels at scale. Christoph brings more than 20 years experience in building innovative technology companies, combining visionary insight with a deep understanding of the current customer service and contact center trends.

BIOG Sarah joined Sure Petcare six years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all Sure Petcare customers around the world.

Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, Sure Petcare now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months. Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zappos and Happy Ltd, she wants to share her experience and the success of Sure Petcare with others including her strategy for supporting Sure Petcare ’s new connected suite of pet products within the Future of Intelligent Pet Care.

Portland Broadcast Case Study: Voce Driving The Contact Centre Back to The Future Adam Taylor, Sales And Customer Services Director, Portland Broadcasting With the rise of On Demand services in the broadcast space there has been a drive over recent years to move to digital self-service, from both content/platform providers and out-sourced contact centre suppliers looking to cut costs. But has this trend come at the expense of alienating the core demographic of paying users? Through employee feedback from the contact centre, organisations can better understand the customer and tailor the product and service operations to suit the many as well as the new.

BIOG Adam has 10 years’ experience managing outsourced service operations for Pay-TV operators, with a focus on creating solutions that marry the two key functions of delivering a great user experience whilst maximising revenue per contact. Adam specialises in implementing bespoke contact centre solutions for high volume events across multiple platforms and acquisition routes.

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

American Express Community Stadium Case Study: The Heart of Contact Centre Performance – How to Get People Really Living Your Values and Driving an Innovative Contact Centre Experience Nick Brice, Team Brighton Lead, American Express Community Stadium Research (by Daniel Goleman) has suggested that a positive and successful Contact Centre climate is often the outcome of leadership that inspires people, develops their contribution and builds a unified team, more than one based on authority.

In this session, Nicholas will draw from his experiences with leaders and teams as diverse as telecoms, motor retailers, distribution, financial services, 5 star hotels, airlines and even a premier league football club to explore the steps to fully engage people in living their values and delivering knock-out customer experiences.

BIOG Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of the Customer and Voice of the Employee-based development across all customer touchpoints.

He is ‘Team Brighton Lead’ for the American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customer experience, team culture and record revenue increases. His programme winning the first ever triple-gold National Training Journal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, his home club. He has helped lead a wide array of major blue-chip customer experience, culture change and transformation programmes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme for financial services, helping American Express achieve significant increases in profits through enhanced customer experiences. He also runs a multi-award winning theatre production company. A Professional Member of the Professional Speakers’ Association and a Speaker and Masterclass Facilitator with the Academy of Chief Executives.

Autotrader Case Study: Helping The Automotive Industry Keep Pace with the Digital Revolution Nick King, Insight Director, Autotrader For 37 years Autotrader was a weekly magazine, and at its peak the 3rd highest circulation in the UK. With 85% of the automotive market advertising within it. Growing our online presence slowly we stopped printing in 2013 and now have only an online presence. We’ve maintained our market share within automotive and have 11.5million unique visitors a month. The digital revolution has clearly arrived and now we are on a mission to help the automotive industry keep up the pace. Traffic breed data and of course data can give insights. Our challenge is to embed the data and insights into an industry that doesn’t always see the value in it. How do we break through this barrier and inspire our customers to embrace it? Nick will explain the tactics, tools and methods we employ.

BIOG 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 as Business Intelligence and Market research Director. Responsible for analysis and insights within the myriad of reporting tools

currently available for the internet. He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing. He also speaks regularly at conferences round the world.

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, helping to build the company from a start-up, to one of the top 3 Mobile content suppliers in the UK. 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.

Expert Speaker; TAO Leadership Sharon Davies, Senior Talent, Leadership & Organisational Development Specialist, TAO Leadership Justin Collinge, Director, TAO Leadership BIOG As a Senior Talent, Leadership & Organisational Development specialist, Sharon is often described as an innovative thinker and motivational leader. For the past 30 years she has been instrumental in driving change and transforming cultures across a range of business’s, from Sales & Service, Finance, Business Change, HR to Retail, Outsourcing, Utility’s and Media. She is incredibly passionate and curious about people and thrives on building sustainable change in People, Leaders & Culture within diverse organisations (the more diverse the better!)

BIOG Justin has had a very diverse career – starting as a school teacher, & then running a church for 10 years, a senior lecturer at a university, a firefighter & the last 15 years running his own consultancy. As a result he sees business challenges from multiple view-points & brings insight, energy & a new set of options to all. As a founding director of Tao Leadership Justin specialises in People Analytics & Behaviour Change, bringing hard data to soft solutions & enabling multiple award-winning programmes to create lasting change in contact centres.

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

Sky Gaming Case Study Nicholas Cockerill, Head of Product, Sky Gaming

Expert Speaker; 8×8 Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung

Walk into a contact centre in 2018 and the likelihood is that it will bear a striking resemblance to the very first ‘call centres’ of the 1960’s. Though the specific channels we use to talk to customers may have evolved over time, with live chat and instant messaging joining email and phone, the traditional goal of the contact centre has remained the same – to answer questions and resolve customer problems. But what if it could be more than that? What happens when you get put data technology at the heart of everything you do and what does the future hold for the millions of data points your contact centre is generating every single day?

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 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.

Waterplus Case Study Kim Ratcliffe, COO, Waterplus Having built a multi award winning operation with Hive (Centrica Connected Home), the next challenge is to bring low cost and exceptional performance to the newly formed water retail market.

This presentation will talk through success within the technology sector and how to plan for success at low cost and high level of digitalisation in an industry with large ranging customer requirements.

BIOG Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers. Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business. Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home. As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives. All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

In today’s Omni channel world, consumers have an almost infinite number of ways with which to interact with brands and they expect excellent service across every single one of them. In order to deliver the best possible experience, Samsung is constantly striving to better understand our customers, the things that affect them and be available to them at any time, wherever they maybe.

We also recognise that we need to support our customers over their lifetime with us more effectively, across a multitude of categories and very often, in fast-paced developing eco-systems, such as the smart home. We must ensure we are present and active on the right channels, in the right ways and are devoting the right level of resources to underpin best in class customer experience. Come and hear how consumer insights are at the forefront of understanding many of these challenges, in helping to guide decision making, in the ever changing and evolving world of the omnipresent experience.

BIOG As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading, designing, analysing and driving voice of the customer (VOC) programs. With over 26 years’ experience in market research and insight gained all over the world Darren now spends his career with Samsung, uncovering those hidden gems of customer feedback that help drive improvement in Samsung’s overall customer delivery. He has a passion for identifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude of touchpoints and product lifecycles, with strong focus on mobile devices.

Darren joined Samsung in 2016 after spending the past two decades in leading insight roles at Illuminas, TNS, Frost & Sullivan, 3Com, Gartner, UBM Plc (formerly Miller Freeman) and Nielsen. He has developed leading edge measurement programs for a wide range of Fortune 500 businesses, from traditional VOC to advanced analytics within mobility, automotive and IT sectors. His current focus is on strengthening customer loyalty and driving customer centricity within Samsung Europe and uses much of his day measuring the business impact of CX.

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

Motability Case Study: Values & Behaviours: How to Utilise Technology to Get the Basics Right Llaura Hughes, Training and Communications Manager, Motability 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 a virtual agent is actually a never ending marathon – which commences with taking a hard look at the workforce and the knowledge around them.

We’ll discuss the steps taken to improve overall employee engagement and customer satisfaction, by removing the day-to-day monotony within customer interactions and utilising emotional intelligence with the use of an up-to-date knowledge management base and an award winning employee facing virtual agent.

BIOG

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I LOVE EVENTS LIKE THIS WHERE YOU GET A CHANCE TO SHARE YOUR STORIES BUT ALSO GET THE OPPORTUNITY TO LISTEN TO OTHER PEOPLE’S STORIES. YOU LEARN FROM EACH OTHER AND ACCELERATE YOUR DEVELOPMENT.

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Llaura has 11 years of experience within the financial services sector and eight years as a Learning & Development professional. With an avid interest in occupational psychology, specifically how the empowerment of employees can improve both internal employee engagement and external customer satisfaction, Llaura manages a team of trainers and communication specialists who are responsible for the knowledge management within the Commercial Division of Motability via an internal facing virtual agent (Ask Mo). Motability utilise accelerated learning practices alongside the use of AskMo which has enabled the company to “devalue” knowledge and increase the importance of employee’s behaviours allowing each customer interaction to focus on emotional intelligence and be value led rather than process driven.

Philips Case Study: What Chatbots can Teach you About Yourself Laetitia Grammatico, Director of Strategy & Innovation, Philips Besides the known benefits of a (successful) bot handling consumer questions, the process of scoping, creating content and decision trees deliver a lot of useful insights for a company. I will explain how working on chatbots exposed a lot of internal improvement points and what these projects have led to in terms of processes, content and organisation.

BIOG Laetitia has spent 20 years listening to consumers and helping technology companies deliver insights-driven consumer experiences. She believes in harnessing technology to enable long-lasting relationships between consumers, employees and brands. She is currently Director of Strategy & Innovation within Philips Consumer Care.

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I THINK IT’S ABSOLUTELY CRUCIAL THAT BRANDS ARE ALL GETTING TOGETHER AND ATTENDING AN EVENT LIKE THIS TO ABSORB IDEAS FROM EACH OTHER.

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THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

AGENDA Three Uk Case Study: How do we Scratch That Itch of Today’s Connected Customer?

Greg Jenkins, Digital Business Partner, Three With the rapid growth of connected services, voice assistants, wearables and other technologies knowing how best to communicate to a customer to solve their problem is becoming increasingly complex…or is it? Greg will delve into the growth of these technologies and share some insights to how some companies and he is approaching the challenge.

BIOG Greg is Head of Digital Experience, Products and Services at Three where he owns the customer experience of new products to Three Customers. Formerly as Digital Business Partner at Three his role was been to embed new ways of working with the digital teams and digital products across Three’s functions primarily focusing on Marketing and Customer Strategy. In 2014, he was fundamental in setting up the first Agile development team at Three which has now grown to over 10 Agile teams that work across multiple areas.

He was currently heavily involved in the strategy and development of Three’s Data strategy, been researching the use of AI for future developments and kicked off the first phase a successful VoC strategy.

Prior to working with Three, Greg has been active in the digital field for over a decade, consulting companies such as the South Bank London, London Symphony Orchestra, Borough Market, PBS (Public Broadcasting Service), Lend Lease and a brief spell focusing on charities. He currently also takes time out of his day job to support as an advisor to various communities including Nimbus Ninety and the Technology for Marketing Show (TFM).

EMEA Calabrio Case Study: The Contact Centre & The Customer Journey Kris Mckenzie, Senior Vice President And General Manager, Calabrio Customer experience remains a top priority for businesses and is viewed as one of the most important ways of differentiating a brand. But, is the health of the contact centre—often the first customer touchpoint—really valued? Last summer UK and US business executives ranked customer experience above sales and revenue as the key focus in 2017, however, later in the year Calabrio also discovered that complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide the support needed.

In this session, SVP and GM for EMEA at Calabrio, Kris McKenzie will discuss why the well-being of contact centre employees continues to decline and, if not addressed, it can ultimately affect their ability to deliver the desired customer experience. In-turn, businesses are missing opportunities for successful growth, as well as negatively impacting revenue and sales targets. What will it mean in 2018 if agents are not confident in their ability to provide a successful customer journey and how will technology will dictate the future of the contact centre?

BIOG Kris McKenzie is responsible for Calabrio’s EMEA operations and go-to-market efforts. He oversees sales, operations, strategic partnerships and customer success. Kris joined Calabrio with more than 20 years’ experience in global enterprise SaaS technology and 14 years of management and sales leadership. Kris brings extensive expertise in helping companies implement solutions to develop a deep understanding of their customers. Most recently, Kris served as Global VP Market Development at SAP Hybris Cloud, where he drove revenue and customer success through long-term corporate alliances, partnerships and other collaborations. Prior to SAP Hybris, Kris was SVP Global Sales at Yieldify where he ran the global sales team across London, New York, Sydney and São Paulo. He also served as the EMEA Regional Vice President, Enterprise Sales for ExactTarget, which was acquired by Salesforce in 2014. Kris holds a B.Sc. degree in Business Information Systems from De Montfort University.

West Sussex County Council Case Study: Doing The Basics Brilliantly Julie Rendle-Eames, Head of Customer Experience, West Sussex County Council At a time of austerity West Sussex County Council, like other authorities, needs to find a different way to deliver its services. A key focus for us is delivering the right outcomes for our customers, where thinking about the service we provide them is at the heart of all we do – every decision, every action.

We often focus on transformation and the big changes within our organisations but I wonder if in doing so we take our focus away from continuous improvement. To continuously improve we must maximise on the people and systems we have, taking a pragmatic approach to deliver efficiencies at low cost.

We are taking the approach of ‘Doing the Basics Brilliantly’, redesigning the end to end customer journey, not just focusing on the front end or the broken part. We want to make it easier for our customers to get the help they need, when they need it.

By taking this approach we have made improvements within our Highways Service to reduce failure demand and cost, and removed high levels of demand impacting on our expensive front line services.

This has all created an improved customer experience. We have also applied this approach to other areas of our organisation and we have seen double digit call volumes reduce year on year.

BIOG My key focus is to enable West Sussex County Council to deliver excellent customer services which is consistent, modern, joined up, easy to find and use, to all customers.

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

JJ Housing Case Study Kathryn Fox, Head of Operations, JJ Housing

Tails.Com Case Study: How Tails.com Turned Customer Support Into Part of Their Product Orinta Gaucyte, Customer Experience Manager, Tails.Com

Kathryn will speak about Johnnie Johnson Housing’s journey to outstanding; the improvements made within their customer service hub and the impact this has had on performance and services delivered to customers. Kathryn will discuss how they are using satisfaction data from customers to drive improvements across the whole business and the challenges between taking advantage of the digital world we live in and balancing that with a customer demographic where 51% of customers are aged between 70 and 85+ and face to face contact is vital in the way services are delivered.

BIOG I am leading Neighbourhoods, Customer Services Hub, Asset Management and Repairs teams, providing strategic and operational direction throughout the service, empowering staff to deliver outstanding customer service and embrace JJH ‘one team’ approach.

Vodafone Case Study Jason Roberts, Head of Contact Centre Operations, Vodafone Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’ support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service. In this session we will look at the challenges of moving to Digital, balancing the expectations of efficiency and immediate take up with the reality of the need to understand the impact to legacy within your estate.

It is often more difficult to change the understanding and direction of your teams, than it is to introduce the technology, we look at how we engage with your teams and bring them with you as your business moves forwards We will talk through the many challenges of engaging and retaining great people, driving their engagement in careers as Customer experience influencers in the years ahead

Back in 2014 we set on an exciting mission to improve the lives of dogs and their owners, and our Customer Experience team has always been at the heart of it all. We built it as an extension of tails.com digital and physical product that has three main functions: support, research and improve.

Our strength lies in non-traditional ways of working with the rest of the business, fresh team structure and freedom to make things happen. We help launching new features, own a strong feedback loop and are loved by our customers.

Back in 2014 we set on an exciting mission to improve the lives of dogs and their owners, and our Customer Experience team has always been at the heart of it all. We built it as an extension of tails.com digital and physical product that has three main functions: support, research and improve.

Our strength lies in non-traditional ways of working with the rest of the business, fresh team structure and freedom to make things happen. We help launching new features, own a strong feedback loop and are loved by our customers.

BIOG With 10 years experience in customer focused roles, from large corporate teams to early stage startups, Orinta has been leading the Customer Experience Team at tails.com since its launch in 2014. Tails.com is on a mission to change the world of pet food for good by providing dogs across the country with food individually tailored to their unique nutritional needs. Part of Future Fifty, they have a long list of awards in their arsenal, including Silver for Team of the Year and Customer-Centric business at CXA. Customer Experience Team at tails.com is part of their unique product offering and at the very heart of the business.

Orinta has built the team from two people to an empowered part of the business with 20 Customer Experience Specialists coming from all walks of life. Their strengths lie in non-traditional ways of working with the rest of the business, fresh team structure and freedom to make things happen. Team help launching new features, own a strong feedback loop and are loved by their customers (reviews here). Orinta’s set to offer a truly personalised service with a human touch and do it at scale. In 2018, she’ll be driving even more growth and focusing on effective service with automations and expert knowledge in dog nutrition.

BIOG An engaging speaker who brings to life is knowledge and experience gathered from his long career in retail and the Contact Centre arena, with a real passion to drive change across the industry reflecting a positive outlook for the sector.

4finance Case Study: Self-Service With Benefits

Known for focusing on changing the language of the industry to no longer work in an average way, Jason is keen that we ensure we are delivering appropriate outcomes for our customers and building great opportunities to those who bring success to the industry, our colleagues.

Moving customer from contact centre service to self-service successfully is possible only with three key elements: 1) clear understanding of rout causes, 2) dedicated and open-minded team, 3) courage.

In 4Finance Group we are lucky to have all of these components, that’s why I will share our study case of transforming contact centre based customer service into self-service. When we started process, main goal was to keep (& increase) trust of both: customers and contact centre employees.

Our experience shows that it is possible only if you are open and all parties are involved in process. In my presentation I’ll show you how we succeeded in that.

A strong leader, who relishes the opportunity to drive engagement and change in challenging environments, supporting his colleagues to drive improvements in service. He has a clear understanding of the value of Customer insight and Colleague communication whilst balancing cost and the needs of business.

Jason also sits as a member of the CCA Standards Review board, influencing and developing future standards.

Aija Urbiņa, Group Head of Customer Care, 4finance Group

BIOG Customer care professional with strong experience in building new industry standards for customer service.

Has opened new products and customised customer care strategies across Baltics, Scandinavian, Europe and South America markets. Believes that customer service is dynamic organism and key to success (and to customer hearts) is not only thinking two steps ahead, but actually working two steps ahead the industry.

THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

Symnex Consulting Case Study: Transforming the First Sixty Seconds Matt Smallman, Co-Founder, Symnex Consulting Customers will always have complex, urgent and important needs that can only be fully met through the reassurance and empathy another human being provides. The first sixty seconds of nearly every contact centre conversation, however, are often the most painful, un-empathetic and stressful for both customers and frontline colleagues and clearly don’t set these interactions up for success.

The technologies required to support a radically different experience have existed for a long time and are rapidly improving but organisations haven’t been very effective at deploying them. During this presentation, we will walk through the key elements of any welcome experience, how they can be better enabled by technology along with real life examples and top tips for success.

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IT’S THE FIRST TIME I’VE BEEN TO THE EVENT AND I’VE FOUND THAT ALL BRANDS, BIG AND SMALL HAVE BEEN REALLY ABLE TO UNDERSTAND WHAT’S HAPPENING IN YOUR INDUSTRY, IT’S BEEN FANTASTIC!

This presentation will be of interest to anyone charged with improving the experience, cost and security of contact centre interactions.

BIOG Matt has more than 15 years’ experience combining advanced technologies, people and processes to achieve breakthrough transformation. Initially as an Army officer specialising in countering improvised explosive devices but more recently in senior strategy, design and delivery roles for customer services at Barclays and Lloyds Banking Group.

He co-founded SymNex Consulting two years ago to help more organisations bridge the gap between advanced technologies and their applications in customer services. He works with some of the world’s most customer centric organisations, including Fidelity Investments and Lloyds Banking Group, to help them make the case, accelerate design and maximise the impact of Voice Biometrics. He led the ground-breaking implementation of Voice Biometrics for the Barclays Wealth division and his work has been featured by the BBC, FT and Wall Street Journal.

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BY FAR THE BEST CUSTOMER EVENT I’VE BEEN TO – I’LL BE BACK NEXT TIME AND WOULD RECOMMEND IT TO ANYONE!

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THURSDAY FEBRUARY 22ND 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

2018 EVENTS INCLUDE 22 FEB 2018

12 JUL 2018

01 OCT 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

15

CX MARKETING SUMMIT 2018

THURSDAY 22ND FEBRUARY 2018

MAR 2018

THURSDAY 15TH MARCH 2018

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

20

INTERNAL COMMUNICATIONS CONFERENCE

THURSDAY 12TH JULY 2018

CUSTOMER ROBOTICS AND AI CONFERENCE MONDAY 1ST OCTOBER 2018

SEP 2018

THURSDAY 20TH SEPTEMBER 2018

12/13 NOV 2018

CUSTOMER ENGAGEMENT SUMMIT MONDAY 12TH & TUESDAY 13TH NOVEMBER 2018

04 MAY 2018

EMPLOYEE ENGAGEMENT SUMMIT FRIDAY 4TH MAY 2018

20

EVOLUTION OF WORK CONFERENCE

SEP 2018

THURSDAY 20TH SEPTEMBER 2018

12

ENGAGE AWARDS 2018

NOV 2018

MONDAY 12TH NOVEMBER 2018

ContactCentreConference.com

EARLY BIRD TICKET OFFERS - SAVE 10% UNTIL 20TH FEBRUARY

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.

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Future of the Contact Centre Conference – 22nd February 2018

Employee Engagement Summit 2018 – 4th May

Engage Focus groups – 27th April 2018

Customer Engagement Transformation Conference – 12th July 2018

Customer Engagement Summit 2018 – 12th-13th November

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Evolution of Work Conference – 20th September 2018 Internal Communications Conference – 20th September 2018

CX Marketing Summit 2018 – 15th March

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Customer Robotics and AI Conference – 1st October 2018

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