2019 Customer Engagement Transformation Conference Preview Guide

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CUSTOMER ENGAGEMENT TRANSFORMATION 11 JULY 2019

RIVERBANK PARK PLAZA I LONDON

Understand How You Can Help to Shape and Evolve Your Business in the Growing Digital World

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CustomerEngagementTransformation.com

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION

What to Expect

Topic Streams

The Customer Engagement Transformation Conference comes as a growing number of organisations are realising the

• Transformation – Our People and Our Customers

business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep

• Transformation in Financial Services and Retail

pace, and engage more closely, with their customers.

• Personalisation of The Customer Experience • Robotics, AI and Customer Engagement

It can seem impossible to keep up with customer trends and implement a winning strategy, but those who attend the

• Technology and Customer Engagement

Customer Engagement Transformation Conference leave feeling equipped, with exclusive insights from organisations that have already transformed and are reaping the rewards of customer loyalty as a result.

This year’s conference will see over 40 speakers delivering exclusive content surrounding trending topics across 2 seminar halls. With world class case studies and networking opportunities with industry experts, delegates will leave armed with all the tools, techniques and insight they need to implement effective and successful long term customer engagement strategies.

You'll have access to

500+

2

DELEGATES

SEMINAR HALLS

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ROUNDTABLES

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10

30

TOPIC STREAMS

PRESENTATIONS

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CPD NETWORKING DRINKS PARTY

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ACCREDITED EVENT

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Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION

Unleash your Winning Strategy at the Customer Engagement Transformation Conference We are delighted to announce our brilliant line-up of speakers for our Customer Engagement Transformation Conference in London on 11th July. Representatives from iconic brands and organisations will be taking the stage, such as: Netflix, Google, The Telegraph, Booking.com, Virgin Holidays, Virgin Atlantic Airways, Direct Line Group, and the Radisson Hotel Group. Other brilliant companies being represented include: Beyond Philosophy, Henley Business School, Customer Lifeguard, Hanover Communications, The Inner Circle, National Grid, Changing Health, Southeastern Railway, Nectar Sleep, Catch London, Sands, and Maitland/AMO. Successful customer engagement is critical for businesses to survive and thrive in 2019, and the number of companies shifting their focus towards this area is everincreasing. Recent statistics published show that 72% of businesses now say that improving customer experience is their top priority, and with the accompanying statistics brought to light, it is easy to see why.

Research shows that customer engagement is driven by price, quality, and convenience, and customer loyalty is driven by likeability and trust. Almost half of customers (45%) are even willing to pay more for a better customer service experience.

It is also reported that 70% of buying experiences are based on how the customer feels they are being treated, with 91% of customers feeling unwilling to do business with a company again after a bad customer service experience, and 95% of consumers stating that they talk about their negative customer service experiences with others. As a result, it is easy to see how mistakes in this area can have a severe knock-on effect on profits. In 2017, it was reported that customers switching to competitors for better customer service cost US businesses $1.6 trillion.

Technology also plays a significant role in this, transforming the way in which customers interact with businesses. Customer service interactions on Twitter alone have increased by 250% over the past two years, and the entire customer service experience is increasingly

moving online, particularly on mobile devices (78% overall, and 90% for millennials). It is also reported that companies with the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, compared to 33% for companies with weak omni-channel strategies. Therefore, it is essential that businesses adapt to keep up with this changing and progressively technological area.

To help your company navigate and adapt to the evertransforming world of customer engagement, our speakers have some fantastic case studies for you to look forward to. Some examples are: Netflix's Head of Customer Service, Dekyi Boorsma, will be sharing how Netflix provides excellent customer experience across multiple sites and in multiple languages, enabling them to drive continuous optimisation and strategy to foster a nimble and effective service organisation which delights customers and is ready to sustain a course of rapid growth and change.

Wally Brill, Head of Conversation Design Advocacy and Education at Google, will be discussing how advancements in technology is progressing customer service and engagement, including Metabots, Chatbots, Intelligent Assistants and Personality.

Ian Naylor, Head of Customer Operations Excellence at Booking.com, will be sharing his expertise in digital

customer journey re-engineering and the creation of customer insight capability to eliminate failure, increase customer loyalty, and significantly reduce cost. Ian is also a judge for our International Engage Awards, our industry awards programme which is the only awards programme to celebrate excellence within both customer and employee engagement.

Katrina King, Director of Customer Value and Expertise at Direct Line Group (DLG), will be sharing her insight on developing DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers. Her current focus is on embedding DLG’s customer experience pillars as an ‘internal currency’ to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation.

This is just a snippet of what you can expect from this year’s Customer Engagement Transformation Conference, creating a platform for knowledge and innovative ideas to be shared between industry leaders across multiple sectors. To book your place, visit: www.CustomerEngagementTransformation.com.

We look forward to seeing you there!

Elizabeth Akass Editor │ Engage Business Media

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Profiles Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard

Dekyi Boorsma, EMEA, Netflix

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA. Over that that time I’ve learned what works and what doesn’t. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community. As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers’ experiences with businesses. I’ve been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles. I’ve worked with some of the best customer experience “gurus” and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences

Currently: leading the Netflix Customer Support Operations for the EMEA region from an operational and strategic point of view, focused on optimizing and expanding strategic partnerships and balancing a fairly process agnostic approach in a traditionally process heavy industry. Previously: various positions within the publishing industry under the Time Warner / Time Inc. umbrella, spanning from Key Account Management for some of the world’s greatest magazine brands to heading up international Order to Cash processing to leading the Customer Care team for EMEA. Through these various positions and this varied experience, continuous improvement and a solid belief in the human ability to learn have been a constant focus.

Colin Shaw, CEO & Founder, Beyond Philosophy Colin is acclaimed, by others, as being a world Thought Leader in Customer Experience and Marketing.

• LinkedIn names Colin as one of the world's top 150 business influencers. As a result of his work Colin has now over 276,000 followers on LinkedIn. • A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

• Brand Quarterly readers voted him as one of the 'top 50 Marketing Thought Leaders Over 50' for two years in a row.

As a result of this and creating ROI in many of their clients, the Financial Times has recognized his company, Beyond Philosophy LLC, as ‘one of the best management consultancies in the UK’. Under Colin's leadership Beyond Philosophy LLC has been engaged by many of the world's most prestigious brands to help them move their Customer Experience to the next level. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology. Colin is a prolific blogger and has written six bestselling books on Customer Experience and has been a commentator on CNN, BBC TV, NPR, LBC to name a few. Colin co-hosts the highly successful podcast The Intuitive Customer.

Julie Roberts, Customer Services Manager, Vue Entertainment Julie Roberts has been Customer Services Manager at Vue UK&I since February 2017 where she is responsible for the overall customer service strategy and the deployment of new technology into the outsourced contact centre. She was previously Head of Customer Service at Picturehouse Cinemas, where she was part of the team that successfully implemented a transformation and technology upgrade at the in-house Picturehouse contact centre. Prior to beginning her career in customer services, Julie worked as an airframes aircraft engineer at London Heathrow for airlines including Saudi Arabian Airlines, BMI and Cathay Pacific. This has given her a unique perspective on, and approach to, the issues faced in customer services and how to deliver meaningful and manageable change.

David Caton, Head of Proposition, CRM & Loyalty , giffgaff I've worked in Marketing in the UK's top mobile network operators for the last 20 years - O2, giffgaff, Tesco Mobile, Vodafone, Lycamobile. Over that time I've worked across the disciplines of customer loyalty and retention, CRM and communications, commercial/P&L and acquisition, pricing and propositions. Now I'm the Head of Proposition, CRM & Loyalty at giffgaff, the mobile network run by its members.

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION Andrew Moultrie, Managing Director - Consumer Products & Publishing | Board Member | Non-Executive Director, BBC Studios

Wally Brill, Head of Conversation Design Advocacy & Education, Google

A global business leader and seasoned board member with significant experience operating at a senior level across geographies and culture. I possess a powerful ability to think strategically, act tactically and have the strength of character to motivate others to buy into new ideas, concepts and values. I am an empowering, highly emotionally intelligent and energetic leader with a passion for supporting individuals, teams and organisations in achieving their full potential. I cultivate cohesive and collaborative working environments and ensure individuals across all levels of seniority feel listened to. Unafraid of challenging the status quo to influence innovative change and encourage growth, I understand and promote the importance of accountability and integrity in a business environment. Areas of Expertise: Sales & Marketing | International Business | Strategic Planning | Stakeholder Management & Engagement | Change Management | Board Engagement | Business Development | Brand Management & Development | Board Representation | Non-Executive Director

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He cofounded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now as Head of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the Google Assistant.

Emma Postill, Marketing Manager, O2 Experienced marketing manager with a background in the fast-paced telecoms market. Enthusiastic team-player with extensive experience of leading cross functional teams and managing a large and varied workload. Excellent interpersonal skills – communicating with people at all levels within an organisation. Exceptional attention to detail and strong work ethic. Shortlisted for B2B Marketer of the Year in the B2B Marketing Awards 2013.

John Grumitt, CEO, Changing Health John Grumitt is CEO of Changing Health, Vice President of Diabetes UK and previously Vice President of the International Diabetes Federation (2010-2016). He is also trustee of C3 Collaborating for Health and a senior advisor to NHS England and a range of health stakeholders. Living with Type 1 diabetes for many years, John leads a highly active lifestyle embarking on numerous endurance challenges. He has built a number of consumer centric businesses across Europe.

Moira Clark, Professor of Strategic Marketing, Henley Business School

Alvin Jackson, Customer Experience Advisor, Southeastern Railway Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management (www.hccmsite.co.uk). Moira’s major area of research is in Customer Management, Relationship Marketing and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. She has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence.

Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. Moira is a sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION Diane Burke, Commercial Director, South Eastern Railway

Matthew Gardiner, Founder, Catch London

Diane is an experienced and successful driver of change, resulting in improved employee engagement, customer experience and commercial performance. She has worked across a number of sectors including retail, media and transport. Diane is able to engage and inspire colleagues through collaboration and building relationships across the organisation, in pursuit of a common vision. She is currently working with Southeastern Railway to deliver their best customer experience.

Matthew Gardiner advises corporations, Tier I banks, Fintechs & investors on digital assets & AI & driven CX innovation. Matthew previously worked in PwC’s Global Advisory practice. He has recently spoken at Next Money EMEA, APAC & MENA, Google, Barclays, HSBC, 02, Samsung, Techstars,Transferwise, Money 2020 Europe & Asia, Bank of China, TenCent, Alipay, The Global Leaders Forum, Institutional Investor Geneva & Benelux, TEDX Roma, Gianni Origoni -Rome, Arendt - Luxembourg, KWM, Finnovasia, Wespac, Macquarie, Telstra, Wesfarmers, Quantas, AIM Abu Dhabi, ArabNet, GIF Kuwait, Diwan of Royal Court, Oman and The Turing Trust. Matthew is visiting faculty at Cass Business School and The Asian Banking School and a core team member of Techfugees, a global financial inclusion charity.

Ruth Genelazo, Head of CS & Experience, Nectarsleep Ruth Genelazo has been the Head of CS & Experience at Nectarsleep for just under a year

Martin Henderson, Head of Overseas, Virgin Holidays

Katrina King, Director of Customer Value & Experience, Direct Line Group Katrina joined Direct Line Group (DLG) in March 2012 and as Director of Customer Value & Experience is responsible for all direct to customer marketing, the delivery of all customer policy documentation and the delivery of DLG's customer experience strategy and measurement. A key focus for Katrina has been the development of DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers. Her current focus is on embedding DLG’s customer experience pillars as an “internal currency” to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation. Prior to joining DLG Katrina worked in Australia, consulting to numerous general insurers, across both strategy and operations. She has an MBA from Harvard Business School and Bachelor's Degrees in Commerce and Engineering from the University of Melbourne.

Jean-Francois Damais, Global Chief Research Officer, Ipsos Loyalty Jean-Francois has worked at Ipsos since 2004, holding roles within research and client solutions.

Martin is currently Head of Overseas at Virgin Holidays, where he has transformed the company’s in resort offering from a sales to a service centric model, where the customer is in control of how and when they interact with their resort Experts. His key goal is to ensure that customers have the best holiday experience possible, in a way that is right for them as individuals. As well as Virgin Holidays, he has previously held roles with Tui, Galileo, The Adventure Company and Travelbag, so you could say travel is in his blood. Strange, considering he set out to become a carpenter.

Harry Mann, Head of Customer Experience, Brompton Bicycles Globally experienced ecommerce and digital marketing professional. With a wide foundation of responsibilities from strategic planning to creation and implementation of successful growth plans. My passion for digital marketing took me into ecommerce, with commercial responsibility for multiple P&Ls and delivering challenging sales targets using an international portfolio of commerce channels. I have extensive experience of working across international markets and brands, especially the USA and China, where I have spent a significant amount of time. I am constantly researching and implementing creative, conversion-driving campaigns and love experimenting with innovative new technologies; analysing the impact they have on CX and digital commerce KPIs across global markets. Very fortunate to be recognised in the 2017 BIMA Top 100 Digital Marketers as a Change Agent. Specialties: Customer Experience. Digital Marketing. Ecommerce. Search Engine Marketing. Interactive Marketing. Email Marketing. Integrated Campaign Management. Marketing Planning and Strategy. CRM, Database Marketing and Marketing Metrics. CRO and UX design and testing. International.

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION Louise Ferguson, Executive Assistant, Henshaws Louise is the Executive Assistant to the CEO at Henshaws - A charity which helps people with visual impairment and a range of other disabilities to 'go beyond expectations'. Louise was instrumental in the development of the Henshaws First Step Service - a Matrix Accredited Information, Advice and Guidance Service for people with visual impairment (and or other disabilities), their caring networks and Professionals in the sector. Previously in positions which include Strategic Lead at a local Community Development Trust, Sponsorship Consultant for the Co-operative Group and a number of marketing roles. Through these various positions; governance, risk management, communication strategy, business planning and transformation, ensuring positive customer experience, quality assurance and driving continuous improvement have been key features.

Mike Hubbard, Customer Service Coach and Manager, Dwellant I'm a Customer Service Coach and Manager who worked for a leading customer service organisation for 5 years, I've also 10 years experience in the leisure and travel industry.

I've managed an expert team in a small contact centre and I've previously managed residential adventure centres. My recent focus has been on channel switching and CRM continuity. I enjoy focusing on mentoring and coaching, problem identification & resolution, service development, and data analysis. I've been part of a brilliant company who achieved 1st place in the Great Place To Work medium category. Being part of this has allowed me to see how important it is to get your people approach right.

Get your people right and rest follows.

Sam Jordan, Customer Proposition Development, Manifesto I'm a specialist in customer proposition development and commercialization strategies with extensive expertise with membership, media, technology, B2B and financial services businesses. Originally from Oxford but now generally found in London or New York, or flying between them.

Murray Goodwin, Director, Customer Experience Advisory, Ipsos MORI Adaptable CX professional with diverse experience across telecommunications, media, retail and financial services, bothin industry and consulting.

Sanjeev Kumar, Head of Business Transformation, Enzen Global Limited Managing business change – Driving complex business transformation programs to enable superior customer experience. • Practice development - Led the Telco Consulting Practice (Europe) at Infosys Consulting. Responsible for business development, practice growth and developing new service offerings for communication, media and entertainment service providers. He also led delivery of large transformation projects. • Domain leadership – Proven expertise in operations transformation, process re-engineering and defining operating models for telecom service providers. Conceptualized solutions for customer services operations, and have a patent pending in this area. Experience of speaking at a number of industry forums on customer experience and business change, including at TMForum. • MBA from London Business School • Electronics engineer from Punjab Engineering College, India • Specialties: Customer Experience Transformation, Business Transformation Business Development, Practice Development, Business Process Re-engineering, eTOM / ITIL, Six Sigma, IT strategy

Sophia Pilkington-Miksa, Head of Customer Experience, Bought

by Many Sophia is Head of Customer Experience at Bought By Many, a multi award-winning insurtech whose mission is to create “Better insurance. For everyone.” A former magic circle lawyer with a firm grounding in the regulatory and commercial reality in which businesses operate, she has since worked on a variety of growth challenges across sectors, defining new market strategies, innovative propositions and experiences. In that time she has observed a simple consistent pattern: it’s really hard to be customerled, but those who genuinely achieve it do better. These are the teams she loves to work with, finding new and better ways to deliver what customers value.

Richard Spencer, Supporter Experience Consultant, About Loyalty Richard Spencer is a supporter experience consultant who helps charities grow supporter loyalty. Charities recognise the value of giving amazing experiences, but many struggle to implement new approaches across teams, structures and processes.

Richard equips charities, membership organisations and social enterprises with the relevant tools and approaches to grow loyalty. Organisations he has worked with include Barnardo's, Blind Veteran's UK, British Horse Society, British Red Cross, Cats Protection, Compassion UK, Cystic Fibrosis Trust, Diabetes UK, Greenpeace, MS Society, National Deaf Children's Society, Plantlife International, Practical Action, The Prince's Trust, Prostate Cancer UK, RSPB, Scope, Shelter, Stroke Association, The Children's Society and The Wildlife Trusts.

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION

Speakers

Gerry Brown

Colin Shaw

Chief Customer Rescue Officer Customer Lifeguard

CEO & Founder Beyond Philosophy

Sophia PilkingtonMiksa

Richard Spencer

Head of Customer Experience Bought by Many

Supporter Experience Consultant About Loyalty

Matthew Gardiner

Martin Henderson

Founder Catch London

Head of Overseas Virgin Holidays

Wally Brill

Moira Clark

Head of Conversation Design Advocacy & Education Google

Director Henley Business School

Alvin Jackson

Diane Burke

Ruth Genelazo

Katrina King

Customer Experience Advisor Southeastern Railway

Commercial Director Southeastern Railway

Head of CS & Experience Nectarsleep

Head of Customer Value Strategy & Performance Direct Line Group

Harry Mann Head of customer experience Brompton Bicycles

David Caton Head of Proposition, CRM & Loyalty giffgaff

Andrew Moultrie Managing Director - Consumer Products & Publishing | Board Member | Non-Executive Director, BBC Studios

Thursday 11 JuLY 2019

CUSTOMER ENGAGEMENT TRANSFORMATION

Speakers

Emma Postill

John Grumitt

Marketing Manager O2

CEO Changing Health

Louise Ferguson Executive Assistant Henshaws

Jean-Francois Damais

Murray Goodwin

Dekyi Boorsma

Global Chief Research Officer Ipsos Loyalty

Director, Customer Experience Advisory Ipsos MORI

EMEA Netflix

Mike Hubbard

Sam Jordan Customer Proposition Development Manifesto

Sanjeev Kumar

Julie Roberts

Customer Service Coach and Manager Dwellant

Head of Business Transformation Enzen Global Limited

Customer Services Manager Vue Entertainment

Thursday 13 June 2019

CX MARKETING SUMMIT 2019

Topic Streams Transformation – Our People and Our Customers

Robotics, AI and Customer Engagement

This stream will delve into the changing perception of what makes a

This stream will be drilling down into exciting new areas and examining

great customer experience, and what you need to do in order to thrive in

how you can implement new technologies to ultimately transform

the future.

customer engagement.

Personalisation of The Customer Experience

Customer Engagement Transformation in Financial

This stream will be exploring how by listening to and implementing

Services and Retail

what your customers want, as well as personalising each touchpoint with your organisation, you can form a winning strategy that will ultimately allow you to gain competitive advantage.

Service Design is critical to customer experience, yet many of us give little thought to actively designing experiences in the first place. This stream will show you how to implement a new toolset that will ultimately drive profits, cost savings, and competitive differentiation.

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in the financial services sector and retail businesses.

Technology and Customer Engagement

The Rise of Customer Service Design

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Learn how to transform engagement and enhance customer experience

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With the rapid expansion of the variety of channels customers choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a personal, contextual experience for each customer.

CustomerEngagementTransformation.com

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Convince your boss Dear XXX, I would like to attend the Customer Engagement Transformation Conference, 11th July, in London, UK. I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here].

It’s great value for the level of intensive education. In 1 day, I’ll have access to: • 10 hours of educational case studies from world-class brands Notable speakers include: [add here] • 10 topic streams covering the latest trends.

• Interactive focus group sessions • Networking opportunities with 400 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors

Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] There are a number of strategic and tactical “how-to” case study presentations on the day that I feel will allow us to transform engagement and save cost in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here] I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C].

I’ll also be able to build new business relationships and share best practices with other attendees working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C].

Other staff members in our organisation will also be able to benefit as I will meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report.

The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons

Please accept this proposal to attend as I’m confident in the significant return we will receive for the small investment.

Thank you for your consideration.

[Your standard close]

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Upcoming Events 11 JUL 2019

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 11 JULY 2019

11/12 NOV 2019

12 MAR 2020

CUSTOMER ENGAGEMENT SUMMIT 2019 MONDAY 11 & TUESDAY 12 NOVEMBER 2019

DIGITAL WORKPLACE CONFERENCE

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FUTURE OF THE CONTACT CENTRE CONFERENCE

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FEB 2020

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THURSDAY 13 FEBRUARY 2020

EMPLOYEE WELLBEING CONFERENCE THURSDAY 13 MARCH 2020

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WHICH BEST DESCRIBES YOUR REGIONAL RESPONSIBILITY? UK

Middle East

Americas

Europe

Asia

EMEA

Global

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

All transfers are at the discretion of the event organiser.

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

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

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

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

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

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

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