2014 Outsourcing Customer Services Summit Guide

EVENT GUIDE www.engagecustomer.com @engagecustomer #outsourcesummit

n o s ces t h i ig v s r n i e g s n Int i r d e i v erna o m r p o t t i m t s i onal sum u c bus r o f n iness t o i t ransforma

ORGANISED BY

SPONSORS

INTRODUCTION www.engagecustomer.com @engegecustomer #outsourcesummit

Welcome A warm welcome to our first Outsourcing Customer Services Summit. This new event from the Engage Customer stable is designed for those of you considering outsourcing some or all of their customer service and engagement functions and wanting expert help and advice in making a final decision, and equally those of you who are looking to make the most of your current customer service outsourcing partnerships. his international Outsourcing Summit is aimed at providing advice and insights on how business transformation for customer services across all channels can drive performance and profitability.

Delegates will see examples of how outsourcing customer service functions can and should be done in an increasingly omnichannel customer environment, where the growth of non-voice internet based channels is transforming the contact centre environment across the globe.

This has provided an opportunity for contact centre outsourcers to strengthen their relationships with existing clients, as well as provide a point of entry into new prospects as consumers continue to evolve to non-voice channels.

The Summit offers a mix of world class local and international case studies, expert advice from leading independent industry experts, panel sessions and high level networking opportunities.

Have a great day.

T

Contents 4-5 Exclusive Feature A decade of evolution

6-9 Event Summary & Agenda

10 Sponsors & Partners

Our aim is for delegates to come away armed with all they need to know in terms of setting out on an outsourcing partnership relationship or making the most of their current outsourcing arrangements.

Steve Hurst Editorial Director Engage Customer steve@engagecustomer.com

The global outsourcing business is certainly undergoing a radical period of change and also impressive growth as the need for organisations to become more efficient and cut costs continues apace. There is also a growing recognition of the need for a stronger ‘partnership’ based relationship between those that outsource and the outsource providers themselves. All this and more will be discussed at today’s event.

As our opening keynote speaker Peter Ryan lead analyst BPO at Ovum says in his exclusive article in this event guide the ability to respond appropriately to non-voice interactions has been a major challenge for enterprises, who are strained with stagnant or shrinking budgets, and have no capacity to bring in new technologies and train agents appropriately.

OUTSOURCING CUSTOMER SERVICES SUMMIT

3

Contact centre outsourcing -

a decade of evolution As I prepare to speak at this Outsourcing Customer Services Summit I admit to being caught with a touch of sentimentality.

This is because I recall so vividly the first time I participated in one of these events, which was nearly 10 years ago in New Delhi. hat strikes me so much is the extent to which things have changed in the outsourced contact center space over the past decade.

Not only has the entire dynamic of the industry shifted massively, many of the players that were leaders in this space have dissipated, while the cheeky upstarts of 2004 are now frequently the ones that are driving forward the new agenda.

W

What hasn’t changed though is the need for enterprises to work with third-party contact center vendors (so as to drive high levels of customer satisfaction at lower costs) , as well as to access as much revenue potential from both interactions and analytics. In 2014 as most western economies move out of the recessionary period that lingered post global financial crisis, these goals are more important than ever.

Offshoring done smarter At the outset of the 21st century, the concept of offshoring contact center work was a fairly straightforward equation; enterprises mainly in the UK and US would work with outsourcing partners that would shift capacity to India (and maybe a bit to the Philippines in the case of American firms).

Peter Ryan, Lead Analyst BPO, Ovum and keynote speaker at the Customer Service Outsourcing Summit looks at how the huge changes of the last decade have transformed the sector

4

The cost was cheap, and generally quality was good in terms of customer interactions. But then something funny happened, in that executives from both the vendor and client sides decided that spending hours on airplanes, dealing with jet lag and being unable to catch up on work when they returned home were challenges they would prefer to

OUTSOURCING CUSTOMER SERVICES SUMMIT

avoid. The issue was how to maintain a low cost contact center delivery operation, which in Western Europe, North America and Australia New Zealand is just not feasible.

Today the contact center offshore landscape looks markedly different than it did a decade ago. Not only is India very much still a player in offshoring, the Philippines’ prominence as a delivery location has increased massively having earned an excellent reputation for servicing end-users from the US, Canada, the UK, and Australia/New Zealand.

It is now reasonable to assume that calls servicing the US (and even Spain) could also be handled from once-unthinkable countries including Nicaragua, Colombia and Honduras. From a European perspective, the growth in interest for North African French, Romanian-supported Italian and German delivered out of Turkey has led to a more competitive contact center nearshore market, benefitting both the enterprise client and the end consumer.

The virtual agent model gains traction in 2014 Another idea that once may have seemed unreasonable from many contact center observers is that of customer support services being delivered exclusively from an agent’s place of residence.

Admittedly, at first this business model led some firms to question data protection provisions, agent supervision and how to manage cohesion among team members that may be distributed across one city or even an entire country.

EXCLUSIVE FEATURE

However, outsourcers offering work-at-home services have worked diligently to develop the technologies that deliver robust security solutions, workforce monitoring and platforms that provide high quality training and team building. The results are palpable in that over the past several years this option has gone from the incubation stage to being a full-blown business model that employs over 75,000 people 20 hours a week or more globally.

A growing number of enterprises have been pushing their outsourcing partners to offer agents that work from home, due to the advantages that this business model offers, most notably an agent that tends to be highly educated, more work experience and less likely to switch jobs. Combined, this has led to a reputation for delivery high levels of end-user satisfaction, which is good for enterprises’ profit margins.

Welcome to the world of Omnichannel outsourcing A decade ago, it would be unthinkable to handle any interaction with a contact center client not using voice. However, things have truly evolved since then, and today’s consumer shows less willingness than ever to use a telephone to resolve customer service issues.

Rather, the growth of non-voice internet based channels has become extremely pervasive, with end-users choosing to resolve queries via channels such as email, web-chat, social media and text messaging (a phenomenon that has become even more pronounced with the rapid expansion of mobile applications, which provides the chance to use multiple channels from a single device).

The ability to respond appropriately to non-voice interactions has been a major challenge for enterprises, who are strained with stagnant (or in some cases even shrinking) budgets, and have no capacity to bring in new technologies and train agents appropriately.

This has proven to be an ideal way for contact center outsourcers to increase their relationships with existing clients, as well as a point of entry into new prospects; and, as consumers continue to evolve to non-voice channels, Ovum believes that the ideal role for the outsourcer is not only to deliver service on behalf of their enterprise clients, but to act as the trusted guide in helping them manage this transition.

Know thy customer… or perish I admit this sub-heading is melodramatic, but for many enterprises, it rings some degree of truth. End-user intelligence is one of the most important commodities for any company, as not only will it help to retain their base of end-users, but it is essential in predicting future consumption patterns.

But, for many enterprises with limited resources to invest in analytics technology (not to mention the expensive analysts that are needed to operate these platforms and interpret data points), taking on such a deployments will be a luxury some time away.

This is where enterprises must engage with their contact center partners, which are becoming more adept at offering the analytics solutions that mine, structure and interpret data that is collected during interactions handled within the outsourced contact center. For the enterprise, this provides customer market intelligence that may have been unaffordable to do in-house, and provides the outsourcer with a diversified, added-value offering that bolsters profitability – a win/win for both sides of the business equation.

2014 – A pivotal year and no room for mistakes Enterprise executives should be excited going into 2014 – the economy looks like it is gaining the traction that has been elusive since 2008, and consumer confidence is improving monthly.

However, in order to keep this momentum going at a company level, the ability to handle all matters CRM in a quality and cost effective fashion will mean the difference between growing the relationship with existing end-users and losing them.

By finding reliable and reasonably-priced business models with a third party outsourcing provider, high standards of customer care can be leveraged, without excessively large outlays of investment. And by working with a third-party contact center vendor to help understand the evolution of customers, executives can be confident about know what and what to sell to their base of consumers in the near and long terms.

What is clear is that enterprises need to focus on their core competencies, and in order to free up mindshare and resources to achieve this, leveraging the assistance of third party outsourcing vendors will be crucial in success.

OUTSOURCING CUSTOMER SERVICES SUMMIT

5

AGENDA EVENT SUMMARY 08:00 Registration and Coffee 09:00 Welcome Mike Havard, Summit Chairman, Director, Ember Services 09:05 Opening Keynote: The Evolution of Customer Service BPO – the path to the future Peter Ryan, Lead Analyst - BPO, Ovum 09:40 Moving from transactional to outcome-based outsourcing: is it right for you?

Luke Mills, MD, UK Communications, Media & Technology, Accenture 10:10 NHS Case Study: “Who knows that our Helpline is Outsourced?”

Ian Hamerton, Head of Donor Services, NHS Blood & Transplant Authority 10:40 Case Study: ‘A global consumer brand with a substantial European footprint’ Stephen West, Director, International Service Delivery Transformation Specialist, K2H Alan Graham, Director and Chief Commercial Officer, Mindpearl

12:30 A LatAm Perspective: Can Customer Service be Delivered In - House Today?

Rebeca Hassan, Executive Director, Nearshore Executive Alliance 13:00 Lunch 14:00 Shop Direct Case Study: Customer Contact Outsourcing – does the customer matter?

Tim Sunley, Outsource Services Director, Shop Direct 14:30 Choosing an outsourcing partner: Martin Leahy, CTO, ABTRAN Brian O’Brien, Business Development Lead , ABTRAN 15:00 Rank Interactive Case Study: ‘Experiences of contact centre outsourcing using a homeworking model’ Jennifer Kosmalski, Head of Customer Service, 15:30 Coffee

11:10 Coffee

15:50 Future Care: Key challenges of social customer care in 2014 Vit Horky, Founder, Future Care Initiative

11:30 Are you engaging your customers with social media or just ignoring them?

Mark Hillary, Outsourcing specialist, globalisation, author and blogger

16:20 Panel Debate Ask the Experts: Ovum, Accenture and Frost & Sullivan

08:00

Registration and Coffee

09:00

Welcome Mike Havard, Summit Chairman, Director, Ember Services

Mike has had 25+ years in customer management strategy, operational delivery and leadership roles, with organisations including BT, TDG, Sitel, CM Insight and Verint. He is currently a director of Ember Services, a strategic customer management consultancy focused on financial and performance analysis to support customer operations strategy and investment - helping organisations to determine ‘what better is’ and being unashamedly financial in perspective. He also sits as Non-Executive Director on the Boards of other companies in the customer management arena, covering antifraud technologies (Semafone) and skills optimisation technologies (Silver Lining) as well as advising the Boards of major outsourcing and hosted platform providers.

He also sits on the CCA Standards Council, where as a founding member, he helped establish the Global Standard for Contact Centres with the CCA. He is an Honorary Life Fellow of the IDM, where he also works as an Executive Board member on the Institute’s journal and on their Education Council. In addition to these roles, Mike also sits on the Editorial Board of the Journal of Financial Services Marketing. He has authored management textbooks in this area, and has had many thought leading papers published. Mike has been a trusted and influential advisor to many government departments in respect of customer management developments and their contribution to national economic health and effectiveness.

He is also likes to escape and do dangerous things in the mountains occasionally.

6

12:00 BBC Case Study: Outsourcing is not easy James Milner, former Head of Contracts & Programmes BBC, Director, Ember PS

OUTSOURCING CUSTOMER SERVICES SUMMIT

17:00 Chairman's summary followed by drinks and networking 09:05

Opening Keynote: The Evolution of Customer Service BPO – the path to the future Peter Ryan, Lead Analyst - BPO, Ovum

The provision of customer service business process outsourcing has changed significantly over the past decade, and no longer means contact center delivery. In this presentation, Lead Analyst - Ovum, Peter Ryan will outline the changes in how enterprises and outsourcers interact with each other, the ongoing shift in business models and how customer service BPO is likely to look over the next five to ten years.

Peter leads Ovum’s front office BPO research, having started at Datamonitor, (Ovum’s parent company), in 2003. Peter’s areas of research are wide-ranging within BPO/CRM and include company profiling, offshore & outsourcing, self-service technology & speech solutions, national & sectoral market segmentation/sizing, internal & external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centres in EMEA, Eastern Europe, North & South Africa and Canada, as well as on investment in voice applications and enterprise software market events.

Peter is a prolific speaker and is well known on the international conference circuit. He has presented at industry events in Johannesburg, San Francisco, Sydney, Singapore, New Delhi, Paris, Managua, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota and Buenos Aires among others. In 2013, he was named as the 18th most influential executive in Nearshore outsourcing by the leading news portal Nearshore Americas. Prior to joining Ovum and Datamonitor, Peter acquired an in-depth understanding of strategic marketing at Gateway Computers, NFO Prognostics and the Bank of Ireland.

Peter is fluent in both English and French.

AGENDA

09:40

Moving from transactional to outcome-based outsourcing: is it right for you?

Luke Mills, MD, UK Communications, Media & Technology, Accenture

Today’s customer management organisations are faced with an unprecedented set of challenges: budget austerity, consumer empowerment, pressure on switching and churn at record levels, and an everevolving and more complex set of channels to manage, in which the call centre still plays a hugely important role. However, despite all of this change and ways of outsourcing, resourcing, offshoring and re-shoring, the good old-fashioned call centre outsourcing contract has barely changed in twenty years – but the combination of customer and financial pressure and recent consolidation in the outsourcing industry has provoked a rethink. Today, COOs and CFOs have a number of different ways of contracting and paying for call centre outsourcing services – which range from the short term transactional options right through to the transformational outcome-based approach. These new approaches sound beguiling – but is it really as easy as all that? Or are there even more pitfalls to manage? Luke Mills, a Managing Director in Accenture’s Communications, Technology and Media practice, and with a background in outsourcing, will share his perspective on which of these options could be right for you, based on recent experience of advising clients who have gone down the outcomes-based approach, as well as those who chose not to.

Luke works with some of the largest media, entertainment and communications companies in the UK. He has a broad range of experience outside of management consulting before joining Accenture, and has been able to bring a lot of that operational experience to clients and programmes within Accenture to shape and deliver some significant programmes for clients.

Luke joined Accenture as a Senior Manager when he moved back to the UK in 2010. Prior to that, spent 3 years at TeleTech, launching the business in South Africa and launching/growing the largest customer care outsourcing program deployed into that geography.For 4 years prior I was the CEO of a government-funded organization that assisted a number of multinationals as they built and grew BPO operations in South Africa.

10:10

NHS Case Study: “Who knows that our Helpline is Outsourced?”

Ian Hamerton, Head of Donor Services, NHS Blood & Transplant Authority

“This case study will look at the history of how NHS Blood and Transplant has created a donor Helpline which has proven to be essential in the every day campaign to keep our Hospitals supplied with the correct blood at the right time and in sufficient quantity!

It will show how an initially sceptical NHSBT fell in love with Outsourcing.”

Ian created the National Contact Centre as an outsourced entity with Teleperformanced. This is one of the best and most cost effective Contact Centres in Government

10:40

Case Study: ‘A global consumer brand with a substantial European footprint’ Stephen West, Director, International Service Delivery Transformation Specialist, K2H Alan Graham, Director and Chief Commercial Officer, Mindpearl

This case study will be presented by a multilingual support expert that worked as a consultant for a global consumer brand during their outsourcing migration. He will delve into this 4 year outsourcing journey of developing a resilient multilingual contact centre. Key topics covered will include what led this client to outsource, the challenges along the way especially giving the multilingual requirements and the outcomes.

Mindpearl is one of the preferred outsource contact centre providers for this consumer brand who operates globally, including the UK and 8 European countries. Today, Mindpearl’s market support for this client includes UK, Germany, France, the Netherlands, Belgium, Sweden, Denmark, and Spain. These markets are supported with fluency in English, German, French, Dutch, Swedish, and Spanish from Mindpearl’s centres in Spain, South Africa and Fiji.

Stephen has spent more than 30 years in leadership roles in the development and delivery of customer support and customer experience strategies with a range of international organisations including Mercury Communications, Equifax & CPP. He is a founding Director of K2H, a consultancy supporting the contact centre industry and the management of change in service delivery for international organisations.Stephen has a worldwide reputation for his advisory work in the contact centre industry. His areas of expertise encompasses outsourcing multi-lingual support, implementation of CRM capabilities, analysis, measurement and control, and the implementation of contact centre technology. Stephen is also Chairman of Aeriandi. Aeriandi provides Enterprise CRM solutions that underpin key transformation projects for leading banks and retail organisations; together with a PCI DSS compliance toolset.

Alan Graham is a Director and the Chief Commercial Officer for Mindpearl Group, a global BPO specialist focusing on international, high quality contact centre operations in Australia, Fiji, South Africa and Spain.

Mindpearl was recently recognised as the ‘Outsourcing Contact Centre Provider of the Year 2013’ at the National Outsourcing Association (NOA) Awards in the UK. Alan oversees the sales and corporate marketing functions for Mindpearl globally, including the alignment and implementation of a commercial strategy to drive sustainable growth and market share.

Alan joined Mindpearl in 2003 as Director of Global Sales and Marketing. Prior to joining Mindpearl, Alan held leadership roles in business development and marketing with a range of international companies including Kodak, Sykes Europe and ClientLogic (now Sitel).

Alan's 17 years' experience in call centre outsourcing and BPO transactions covers the Aviation, Technology, Travel, Retail, Finance, Weight Management and Telecommunications sectors. Alan's outsourcing experience combined with his strong marketing and business development skills has been the driving force behind Mindpearl’s successful diversification into multiple industry sectors and growing portfolio of international clients.

11:10

Coffee

OUTSOURCING CUSTOMER SERVICES SUMMIT

7

AGENDA

11:30

Are you engaging your customers with social media or just ignoring them?

Mark Hillary, Outsourcing specialist, globalisation author and blogger

Social media is not just another customer care channel. Your customers are talking about your brand whether you have a social strategy or not and if you are not engaging them then you are ignoring them. In this session, Mark Hillary will move beyond the argument that you need to be analysing social channels. He will explore why this is important and how you can start using social media to really engage with your customers as well as increasing the prominence of your brand.

Mark Hillary is a writer with ten books on technology and globalisation to his name. He was an official London 2012 blogger, has been twice shortlisted as the UK business blogger of the year, contributes regularly to the Huffington Post, and has advised the biggest companies in the world on how to more effectively manage their content marketing and customer engagement strategies using social media. www.markhillary.com 12:00

BBC Case Study: Outsourcing is not easy James Milner, former Head of Contracts & Programmes BBC, Director, Ember PS

Outsourcing is not easy. It requires an intelligent client function to get it right and deliver success. James has twenty years of experience as poacher and gamekeeper and believes outsourcing success can only be achieved through the rigorous application of some best practice techniques that he has honed over the years. James will share how he recently led a BBC team to deliver an award winning, ground breaking contract.

As Head of Contracts & Programmes at the BBC, James led this award winning procurement exercise. He has over 20 years’ experience working on high profile business transformation and outsourcing initiatives across multiple sectors. Today he advises public sector organisations on the procurement of complex outsourced services and their ongoing management 12:30

A LatAm Perspective: Can Customer Service be Delivered In-House Today?

Rebeca Hassan, Executive Director, Nearshore Executive Alliance

Latin America has become an increasingly popular destination for the customer management services (CMS) BPO industry in recent years, outperforming the global CMS market. Recent contract activity has highlighted the push for higher complexity, multi/omni channel contracts and as the region continues to mature, nearshored support will replicate that of Europe with emphasis on higher end delivery models increasingly driven by the need for improved customer experience as opposed to just cost reduction. 2013 saw a rapid evolution in the customer contact space, especially with the evolution of call centers into “omni-channel” customer experience experts. Omni-channel skills sets (chat, email, and social media) are becoming increasingly important in key sectors like telecom, BFSI (Banking, Finance, Securities & Insurance), healthcare and consumer goods across Latin America. Social media and other nonvoice channels are new and rapidly evolving modes of customer care.

Can customer service be delivered in-house today and in the future?

Let’s hear your opinion after we explore the most recent trends!

8

OUTSOURCING CUSTOMER SERVICES SUMMIT

Rebeca helps shape the overall strategic direction of the Nearshore Executive Alliance (NEA), the trade association that represents the IT/BPO industry in Latin America. She oversees the implementation of innovative programs and activities to aid in the development of business partnerships for the Nearshore member organizations. Prior to joining the NEA, Rebeca had over 6 years of experience working for BPO and ITO service providers in Latin America.

In her last role, she was a project manager for a global online technology and operations company where she successfully implemented several projects for Fortune 500 companies. A Fulbright Alumni, she holds a B.Sc. in Information Technology and a M.Sc. in Information Management from Syracuse University. She lives in Nicaragua and is passionate for practicing outdoors sports and enjoying nature.

13:00

Lunch

14:00

Shop Direct Case Study: Customer Contact Outsourcing – does the customer matter?

Tim Sunley, Outsource Services Director, Shop Direct

Why we took the decision at Shop Direct to outsource the vital activity of dealing with Customer contacts for a business that is focussed on becoming a World Class Digital Retailer, and how is the journey 18 months into the relationship with Serco?

Tim is the Outsource Services Director at Shop Direct.

He is responsible for the group’s approach to nonmerchandise suppliers. He also owns the delivery of the Customer Contact services through a contract with Serco and was responsible for initiating this outsourcing exercise and for the shaping of the deal and contract with Serco. Previously Tim was Production and Process Director, responsible for the Catalogue, Brochure and Web production activities within Shop Direct Group. This included managing the relationship with RR Donnelley who provide Print and pre-media and inbound mail services to the Group and has overseen the programme to contract for this service and migrate the delivery of these services from Transactis (a separate Group company).

Prior to joining Shop Direct Group Tim spent almost 20 years in the public sector at the Department for Work and Pensions where he: led the set up of a welfare reform programme; worked in policy, technology and operational change projects across various parts of the organisation. Latterly, Tim was responsible for establishing virtual Contact Centre operations in both The Pension Service and Jobcentre Plus, including the operational delivery.

14:30

Choosing an outsourcing partner: Martin Leahy, CTO, ABTRAN Brian O’Brien, Business Development Lead, ABTRAN

High level overview on choosing an Outsourcing Partner: • What to look for when choosing the partner • Pitfalls to avoid when selecting • View of the whole relationship between customer & outsourcer, how it is about more than SLA’s, its about the partnership

Martin is CTO at ABTRAN, a leading business process outsourcer, specialising in government, transport, finance and health services. He has significant understanding of both sides of the outsourcing experience – before his appointment as technology lead at ABTRAN he

AGENDA

spent fifteen years in the pharmaceutical industry where he built the case for and executed a number of largescale BPO programs within the United Kingdom, Western and Eastern Europe, India and Asia. At ABTRAN, Martin’s focus is on innovating, developing and supporting robust systems and processes that can readily deliver the customer experience that ABTRAN’s clients need. He has a degree in theoretical physics and a higher diploma in education from University College Dublin as well as a master’s degree in information technology from University College Cork Bob is Business Development Lead at ABTRAN, a leading business process outsourcer, focussed on Government Services, Utilities, Transport, Health and Financial Services. Bob has extensive BPO experience from a range of engagements across Ireland, the UK and Central & Eastern Europe. At ABTRAN, his focus is on New Business Development; Working with leaders across target sectors to match their requirements with ABTRAN’s expertise in customer experience and create partnership strategies which deliver value to the client, the client’s customers and ABTRAN. Prior to joining ABTRAN, Bob co-founded a multilingual Customer Support business based in Poland. In the role of Sales & Marketing Director, he had overall responsibility for the commercial development of the business, building the business from initial concept to a multi-site operation, offices in the UK, Ireland and Poland and clients in UK/Ireland, mainland Europe and North America. Bob has a degree in Commerce and a Master’s in Strategic Management from University College Cork.

15:00

Rank Interactive Case Study: ‘Experiences of contact centre outsourcing using a homeworking model’ Jennifer Kosmalski, Head of Customer Service, Rank Interactive

"Experiences of contact centre outsourcing using a homeworking model" What business challenges were Rank facing and how did it believe homeworking could address these? Were there barriers to making it a success? What benefits has homeworking delivered in terms of flexibility, cost, compliance, quality and customer experiences?

Jennifer is an accomplished Head of Contact Centre, with a proven track record of managing major change most recently for Rank Digital, supporting Mecca Bingo and Grosvenor Casino brands. Proven ability to lead, manage and motivate a strong management team, with a commitment to delivering excellent service within budget and headcount. Effective communicator at all levels, with the required skill and knowledge to balance service delivery and operational requirements, as well as maintaining required compliance standards within a regulated environment.

15:50

Future Care: Key challenges of social customer care in 2014 Vit Horky, Founder, Future Care Initiative

What are the biggest challenges coming in customer service? Future Care Initiative, a global invite-only community of senior customer service and social media executives from leading companies like IBM, HP, Citi, UPC, and Teleperformance, share its insights on the best in social media customer service.

In 2011, Vit co-founded Brand Embassy when he turned 25 due to his frustration with the agency world. Brand Embassy, a Red Herring awarded social media customer care technology firm, recently launched $1m seed round and opened up 6 world offices to complement Prague and London operations.

Vit is a founding member of Future Care Initiative, a global invite-only community of senior customer service and social media executives who want to drive innovation in customer service industry. Before Brand Embassy, Vit at the age of 17, founded his first company Inspiro Solutions, a Prague-based digital creative agency. Since then Inspiro became one of the leading social media agencies in CEE. He diversified his company portfolio by launching Inspiro Creative, a software distribution company, that became a Gold Partner of AVG Technologies and has served over 10,000 customers since that time.

16:20

Panel Debate

Mike Havard, Summit Chairman, Director, Ember Services

Peter Ryan, Lead Analyst BPO, Ovum

Luke Mills, MD, UK Communications, Media & Technology, Accenture

Stephen Loynd, Global Program Director, Customer Contact, Frost & Sullivan

Ask the Experts: Ovum, Accenture and Frost & Sullivan 17:00

Chairman's summary followed by drinks and networking

Specialties: Performance management, quarterly reviews, continuous improvement, operational management, communication and implementation of new initiatives, cost reduction using automation and enhanced efficiences, trend analysis, root cause analysis for service improvement, goal setting, meeting facilitation, recruiting, management of resource requirements, budget management.

15:30

Coffee

OUTSOURCING CUSTOMER SERVICES SUMMIT

9

SPONSORS

Mindpearl is a BPO specialist focusing on international, high quality contact centre operations. Mindpearl was recently recognised as the ‘Outsourcing Contact Centre Provider of the Year 2013’ at the National Outsourcing Association (NOA) Awards in the UK. With an emphasis on inbound customer support, through multiple communication channels encompassing phone, e-mail, web chat and social media, Mindpearl supports global brands in the aviation, leisure, telecommunications, retail and weight management industries. Mindpearl have a reputation for ‘spin on a dime’ flexibility and will challenge convention, improve your service offering and deliver a superior customer experience. Our success lies in our ability to offer cost effective, tailor made, intimate solutions focused on innovation, quality, and value-add. With our highly skilled, motivated multilingual workforce and our strategically located ‘Follow the Sun’ locations, in Brisbane, Barcelona, Cape Town and Suva, Fiji, we have the know-how, experience and resources to maximise business performance and profitability.

Mindpearl differentiators: • A management team with over 100 years combined contact centre/customer service experience • A passion for customer service excellence • A reputation for ‘spin on a dime’ flexibility • 24/7 customer service support in English and over 20 other languages Contact Person Candace Laubscher E: Candace.laubscher@mindpearl.com T: +27 (0) 21 440 6707 T: +27 (0)79 514 7006 W: www.mindpearl.com

Ember is a customer management consultancy that knows how to secure value for its clients. As part of our wider customer management strategy and operations consulting, our outsourcing engagement services will design and cost the optimum outsourcing model for you, identify and engage with the best delivery partner for your organisation and help you with effective governance or mediation of your partner relations. This is about enabling you to transform your balance sheet, drive your customer engagement and the resulting P&L performance as well as effectively managing the business risks of such change.

Contact Person Rob Sherwin E: rob.sherwin@emberservices.com M: +44(0) 7765 231023 W: www.emberservices.com

Sensée delivers co/outsourced services using a homeworking cloud based model that delivers:• Productivity -85% of Sensée advisor-contracted hours are accounted for by Talk Time/Wrap • Customer Experience scores exceed other client operations by an average of 16% • Reduced operating costs eradicating idle hours, wait time and physical infrastructure • Flexibility enhancements by scheduling multiple intra-day shifts for stints as shorts as 30 minutes • Widen catchment area, by demographic/age/geography.

• 500 fully employed mature experienced part-time resource dedicated to your brand • 100% real-time visibility control and security.

Sensée manages PCI DSS and FCA-compliant processes for clients including Argos, Aviva, PhotoBox and Rank Interactive.

Interactive Intelligence is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or onpremises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. The company’s standards-based all-in-one communications software suite was designed to eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 5,000 customers worldwide, Interactive Intelligence is an experienced leader in delivering customer value through its on-premise or cloudbased Communications as a Service (CaaS) solutions, both of which include software, hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do.

Contact Person Jamie Salmon E: Jamie.salmon@inin.com T: 01753 418852

10

OUTSOURCING CUSTOMER SERVICES SUMMIT

Contact details: Kelly Bains E: kelly.bains@sensee.co.uk T: 0208 995 5119 W: www.sensee.co.uk

PARTNERS

big interview

Now open for Entry All finalists speak at conference and feature in The Independent newspaper.

THE AWARDS VOTED FOR BY YOUR PEERS

The 2013 Peer Awards Ceremony at the Waldorf Hilton

Would you like acknowledgement and exposure for your success? The 2014 Customer Engagement Peer Awards categories are…

• • • • • •

B2B Customer Engagement Customer Service Mobile Customer Engagement Multichannel Customer Engagement Social Media Customer Engagement Voice of the Customer

How to enter http://thepeerawards.com/enter-now

Customer Engagement Sponsors

For Sponsorship opportunities please contact: Nick Rust E: nick@engagecustomer.com T: 01932 506500 M: 07968 416007

2014 Events Forums Customer Engagement in the Retail Sector - 24th April Customer Engagement in Financial Services - 22nd May Social Customer Engagement - 3rd July Employee and Customer Engagement - 18th September Mobile Customer Engagement - 9th October Customer Engagement in Telcos/Utilities - 23rd October

www.engagecustomer.com

Webinars 1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

Thursday May 1st Thursday 8th May Thursday 15th May Thursday 5th June Thursday 19th June Thursday 10th July Thursday 17th July Thursday 24th July Thursday 4th September Thursday 25th September Thursday 6th November Thursday 4th December

Register for forums now (Free for end-users) at www.customerengagement.com

Customer Engagement Peer Awards May – Finalists published in the Independent newspaper June 24, 25 & 26 – Finalist conference October – Awards Ceremony

For more information please contact: Nick Rust nick@engagecustomer.com T: 01932 506500 M: 07968 416007

Customer Engagement Summit 28th November, Victoria Park Plaza, London

Engage now at: www.engagecustomer.com @engagecustomer