EVENT GUIDE
CUSTOMER ENGAGEMENT SUMMIT 2015 THURSDAY, 26 NOVEMBER 2015 VICTORIA PARK PLAZA, LONDON How Artificial Intelligence, the Internet of Things, Robotics and Automation will change the way we work and engage with our colleagues and customers
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WELCOME A very warm welcome to the fourth Customer Engagement Summit, the biggest event of its kind in Europe, and the only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer experience and retention, employee engagement, business performance and profitability The Summit this year draws on the success of our first three Summits and is bigger and better than ever, with more streams, more speakers, more thought leadership, more case studies and more opportunities for high level yet informal networking. Our world class programme includes case studies featuring more than 30 organisations such as British Airways, Jaguar Land Rover, Travelodge, Google, Amazon, Facebook, NHS, Mars, Virgin Media, AMEX, Barclays, News UK, Virgin Atlantic, Unilever, HSBC, Royal Yacht Britannia, Nationwide, Three, McDonald’s, Tesco, Lloyds, The 02, Yahoo, John Lewis Partnership and many more. New for 2015 is a third conference stream, thought leadership book launches, and an enhanced roundtable programme that will dig deep into the challenges and opportunities in the fast changing worlds of employee and customer engagement and experience. These new elements are all designed to add further dimensions to the Summit and to enhance our offering to delegates and sponsors alike. The Customer Engagement Summit has gained a reputation for delivering world class content over the past few years and once again, as you can see, we have a mouth-watering roster of case study presentations for delegates to enjoy alongside economic analysis, latest consumer research, high level panel debates, great
CONTENTS 4 Floor Plan 5 Agenda Summary 6-19 Agenda 21-25 Roundtables 26-36 Sponsors
networking opportunities, and of course a splash of entertainment to end the day. This year’s Summit will highlight the sheer pace of change in a world where technology is driving rapid changes in customer and employee behaviour and where organisations are having to transform themselves in order achieve sustainable success in this Brave New World of engagement. The backcloth to today’s Summit is a growing recognition at board level that our people and our customer relationships are the most critical areas for future business success. There is also increasing awareness that the old silo mentality is no longer fit for purpose as organisations need to communicate and co-operate across departments as they strive to keep up with the expectations and demands of their customers and people. The chief aim of this Summit is for our army of delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful customer and employee engagement strategies over the long term to create and maintain sustainable competitive advantage. Have a great day. Steve Hurst, Editorial Director Engage Customer
Steve Hurst - Editorial Director steve.hurst@ebm.media • T: 01932 506 304
Fiona Forbes - Event Organiser fiona.forbes@ebm.media
Nick Rust - Sales Director nick.rust@ebm.media • T: 01932 506 301
Dan Keen - Delegate Sales dan.keen@ebm.media • T: 01932 506 306
Chris Wood - Managing Director chris.wood@ebm.media • T: 01932 506 303
James Hitchinson - Delegate Sales james.hitchinson@ebm.media • T: 01932 506 305
Katie Donaldson - Marketing Executive katie.donaldson@ebm.media • T: 01932 506 302
Claire O’Brien - Sponsorship Sales claire.obrien@ebm.media • T: 01932 506 308
38-40 Exhibitors 42-44 Partners 44 Book Promotions 46 Volume 48 49 The Choir With No Name 50 Pepper Robot
customerengagementsummit.com @EngageCustomer #EngageSummits engagecustomer.com Customer Engagement Summit is organised by Engage Business Media Ltd Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460
CUSTOMER ENGAGEMENT SUMMIT 2015
3
FLOOR PLAN
LOWER LEVEL 1 9 8 7
Stage
10
Sponsors
Catering Station
Swarmworks Ember Services eDigital Research Sabio ConďŹ rmit InMoment Clicktools Nunwood Grassroots Interactive Intelligence Zendesk Xceed CC Dimension Data Creative Virtual
11 6 5
12
HALL 1 4 3
HALL 2
13 14
2 1
1 2 3 4 5 6 7 8 9 10 11 12 13 14
Partners
15 Entrance
Catering
CCMA C3 The Forum Peer Awards Professional Outsourcing Resources ABP IDM
Entrance
Registration Lifts
Help Desk
16
Business Centre
17
18
16 17 18 Lower Level 2 Lower Level 2 Lower Level 2 Lower Level 2
Cloakroom Stairs to Reception and Hall 3
Book Promotions
To Lift
Rewire My Steam Engine is Broken
Exhibitors Pitney Bowes Eptica Procter Bosch Communications iAdvize Sugar CRM Equiniti MaritzCX IDM Numero
LOWER LEVEL 2
To Lifts
Lobby
Roundtables Merchants Sabio Dimension Data Cyara Solutions iAdvize Cisco Equiniti MaritzCX
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CUSTOMER ENGAGEMENT SUMMIT 2015
Exhibitors and Catering
Stairs to Reception
ROUNDTABLES
HALL 3
Lower Level 2 Lower Level 2
PLENARY, HALL 1 & 2
AGENDA SUMMARY
09:00
CHAIRMAN’S WELCOME AND OPENING REMARKS Mike Havard, Ember Services
09:45
PLENARY CUSTOMER ENGAGEMENT OVERVIEW: A 20:20 vision for CX Mark Hillary, Carnaby Content,
09:15
PLENARY KEYNOTE: Rise of the machines: Artificial Intelligence, the Internet of Things, Robotics and you Spencer Kelly, Social Media and the Internet
10:15
PLENARY CASE STUDY: JOHN LEWIS PARTNERSHIP What drives the service ethos at the John Lewis Partnership? Is this the business model for the brave new customer world? Patrick Lewis, John Lewis Partnership
10:45 COFFEE 11:15
HALL 1 CHAIR: MIKE HAVARD, DIRECTOR, EMBER SERVICES
11:15
HALL 2 CHAIR: MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING
11:15
HALL 3 CHAIR: ANN-MARIE STAGG, CHIEF EXECUTIVE, CCMA
VOICE OF THE CUSTOMER, PART ONE
FINANCIAL SERVICES, PART ONE
RETAIL, PART ONE
11:20
BRITISH AIRWAYS CASE STUDY: Using customer voice to drive strategic decision making Debra Walmsley, British Airways and David Conway, KPMG Nunwood
11:20
HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS IN THE FINANCIAL SECTOR Miguel Ramos, Confirmit
11:20
McDONALD’S CASE STUDY: Transforming people practices for a workforce of 100,000 to meet new customer offering Janet Lenz, McDonald’s Restaurants
11:40
UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE Colin Shaw, Beyond Philosophy
LLOYDS BANKING GROUP CASE STUDY: Customer experience - The root of all complaints Russ Powles, Lloyds Banking Group
11:40
11:40 12:00
TRAVELODGE CASE STUDY: Customer experience as a competitive advantage Jon Hendry Pickup, Travelodge and Andrew Archibald, Travelodge
12:00
BARCLAYS CASE STUDY: Digital eagles – Engaging employees to drive customercentricity into the DNA of the organisation Dave Shepherd, Barclays UK Retail Bank
THREE CASE STUDY Business transformation achieved by listening to the customer Stuart Douglas, Three, Jessica Mustoo, Three
12:00
JUST LISTEN: Utilising customer stories to create the best experiences at every touchpoint Sue Hedaux, Inmoment
FUTURE OF WORK & EMPLOYEE ENGAGEMENT
DIGITAL CUSTOMER, PART 1
12:20
SURREY & SUSSEX COUNTY COUNCIL CASE STUDY: Delivering customer satisfaction and staff engagement through innovation at no cost Simon Pollock, Surrey and East Sussex County Councils
12:30
VIRTUALISING YOUR SALES FORCE – A NATIONWIDE CASE STUDY Simon Blissett and Brian Atkinson, Cisco
12:40
MY STEAM ENGINE IS BROKEN: The end of command and control Jonathan Gifford and Dr Mark Powell
12:50
WATCHFINDER CASE STUDY: Building a brand in the digital age Lloyd Amsdon, Watchfinder
13:00
SWARMWORKS INTERVIEW: The power of active involvement in meetings and events Héctor Venegas and Karin Krogh, Progreso Aps
13:10
Q&A
CUSTOMER ENGAGEMENT TRANSFORMATION 12:30
NEWSUK CASE STUDY: Winning the loyalty of employees, so you can win the loyalty of customers Sean Risebrow, NewsUK
12:50
VIRGIN MEDIA AND EDIGITAL CASE STUDY: The power of text; using smart technology to listen, interpret and delight your customers Anna Ritchie, Edigital Research and Chris Beeson, Virgin Media
13:10
Q&A
13:20 LUNCH 13:40
NEW BOOK LAUNCH: Rewire – The future for diversity and engagement Chris Yates, Caterpillar Inc and Pooja Sachdev - HALL 1
EMPLOYEE AND CUSTOMER ENGAGEMENT
OMNICHANNEL
EVOLUTION OF CONTACT CENTRES
14:20
CREATING FUSION… Adopting a joined-up approach to customer and employee engagement is easier than you might think… Jamie Thorpe and Francis Goss, Grass Roots
14:20
EMBRACING THE MILLENNIAL CHALLENGE: The convergence of customer engagement, communications and collaboration Martina Knappe, Interactive Intelligence
14:20
THE CUSTOMER EXPERIENCE – CAN OUR CONTACT CENTRES DELIVER? Findings from the 2015 global contact centre benchmarking report Paul Scott, Dimension Data
14:40
NHS CASE STUDY: A healthy engagement Mike Gibney, NHS Foundation Trust
YAHOO CASE STUDY: Smartphone dominance Patrick Hourihan, Yahoo
14:40
14:40
THE FUTURE FOR CUSTOMER TECHNOLOGY: Insights from Amazon, Facebook and Google Stuart Dorman, Sabio Ltd
15:00
MARS CHOCOLATE CASE STUDY: Employee engagement: The critical ingredient to win in today’s market Hugh Jaques, Mars Chocolate UK
15:00
OMNICHANNEL IN FINANCIAL SERVICES – A PENSIONS ADMINISTRATION CASE STUDY Jonathan Mindell, Former director at JLT and Mercer
15:00
IN CONVERSATION WITH: Rod Jones, Contact Centre Consulting, Peter Ryan, Ovum and Ian Naylor, Virgin Atlantic Airways
VOICE OF THE CUSTOMER, PART TWO
FINANCIAL SERVICES, PART TWO
RETAIL, PART TWO
15:30
AMERICAN EXPRESS COMMUNITY STADIUM CASE STUDY: An ethos-driven approach to creating innovative customer experiences Nick Brice, American Express Community Stadium
15:30
USING V-PERSON™ TECHNOLOGY FOR OMNICHANNEL CUSTOMER ENGAGEMENT Liam Ryan, Creative Virtual Ltd
15:20
TESCO CASE STUDY: Delivering our best service Glenn Reynolds and Sue Stoneman, NKD Learning
15:50
BOWEN CRAGGS & CO CASE STUDY: When data beats politics the customer wins Dan Drury, Bowen Craggs & Co
HSBC CASE STUDY: Putting customers at the heart of everything we do and empowering colleagues to become the bank of choice in the UK Francesca McDonagh, HSBC Bank Plc, UK
15:40
15:50
DUNKIN’ DONUTS CASE STUDY: Growing presence Jim Johnstone, Dunkin’ Donuts
16:00
XCEED CASE STUDY: Shaping the experience for a better customer engagement Tarek Al Shareif, Xceed
16:10
Q&A
16:10
Q&A 16:15 COFFEE
SOCIAL ENGAGEMENT
DIGITAL CUSTOMER, PART TWO
CUSTOMER JOURNEY
Chair: Justin Hunt, The Social Media Leadership Forum
16:40
HIVE (BRITISH GAS) – CONNECTED HOMES CASE STUDY: How staying close to customers has been pivotal in delivering unique, innovative customer solutions Kim Ratcliffe, Hive
16:40
THE 02 CASE STUDY: Encore – Giving the customer a reason to cheer Adam Wilson, The O2
17:00
UNILEVER CASE STUDY: The future of the future of service – Digital engagement innovation from IoT to emotion analytics to virtual assistants in your home Megan Neale, Unilever and Maximilian Doelle, Kazendi
17:00
PEGASUS AIRLINES CASE STUDY: Understanding context and consumer behaviour to enhance your offer throughout the customer journey Sibel Yaman Kavuklu, Pegasus Airlines
17:20
PANEL DEBATE: Internet of things Dom Graveson, Hominal Service Design Simon Foot, Ember Services Kim Ratcliffe, Hive - British Gas
17:20
JAGUAR LAND ROVER CASE STUDY: A day in the life of... Nina Jones, Jaguar Land Rover
17:40
CHAIRMAN’S SUMMARY
17:40
CHAIRMAN’S SUMMARY
16:40
EXPERT SPEAKER
17:00
ROYAL YACHT BRITANNIA CASE STUDY: How to become no.1 in the UK Bob Downie, Royal Yacht Britannia
17:20
PANEL DISCUSSION: SOCIAL CUSTOMER Daria Alexandrovna Taylor, Incredibly, Mark Hillary, Carnaby Content, Jon Morter, Social Media Hellraiser, Ollie Drackford, Youthnet and Nico Lutkins, Linkedin
17:40
CHAIRMAN’S SUMMARY
ROUNDTABLE PROGRAMME RUNNING ALONGSIDE MAIN CONFERENCE 11:20, 14:20, 15:30 See pages 21-25
NETWORKING PARTY: Drinks and canapés and special performance by ‘The Choir With No Name’, our official summit charity - See page 49
17:45
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AGENDA PLENARY, HALL 1 & 2 09:00
CHAIRMAN’S WELCOME AND OPENING REMARKS
09:45
Mike Havard, Director, Ember Services
PLENARY CUSTOMER ENGAGEMENT OVERVIEW: A 20:20 vision for CX Mark Hillary, CEO, Carnaby Content, Sao Paulo
Mike Havard 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 anti-fraud 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.
Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His research and analysis has a focus on customer service, technology, and globalisation. His most recent book ‘Customer Engagement Officer (CEO): Content Marketing and the Realities of Executive Blogging’ explores how even CEOs are interacting directly with customers today. Mark has worked with the UN and several governments on outsourcing strategies and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post. Mark is in the process of researching and writing a new book focused on his argument that ‘your next CEO is currently working in the contact centre’.
10:15
What drives the service ethos at the John Lewis Partnership? Is this the business model for the brave new customer world? Patrick Lewis, Managing Director, Partnership Services, John Lewis Partnership Patrick Lewis will give an insight into the John Lewis model and the way it drives a restless pursuit of customer service. With a career spanning leadership of retail, supply chain and finance in the company, Patrick has a unique perspective on the culture behind the John Lewis and Waitrose brands. He will look back on how they built their current strength and share the challenges of extending it in the the fast moving omni channel world of retail.
He is also likes to escape and do dangerous things in the mountains occasionally.
09:15
PLENARY KEYNOTE: Rise of the machines: Artificial Intelligence, the Internet of Things, Robotics and you
Patrick Lewis joined The John Lewis Partnership in 1994, spending 15 years in Operations running the Supply Chain and Retail teams. In 2009, he then took up the Board role of Partners’ Counsellor, representing Partners’ interests as owners of the Business. He is now currently the Managing Director of Partnership Services, the John Lewis Partnership’s newest division supplying business services to the two trading divisions.
Spencer Kelly, TV Presenter on Technology, Social Media and the Internet Technology tourist Spencer Kelly has journeyed the globe to see how tech is changing lives and changing the world. He believes we are about to hit some big milestones which will have repercussions for us all. Computers are starting to understand the world, and see it as we do. Robots can do DIY, chat bots can learn to deal with customers, and every tiny device is getting ready to get in on the act. So, when will the bots take over? Spencer Kelly is presenter of Click, the consumer technology show for BBC World and the BBC News Channel. Prior to this, he worked on Five’s The Gadget Show. Having studied Computer Science at Cambridge for three years, Spencer made the transition into broadcasting and presented the breakfast radio show for Ocean FM, part of the Capital Radio Group, for six years before joining the BBC. In this capacity, Spencer has interviewed a wide cross-section of celebrities from Sir David Attenborough to Phil Collins.
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CUSTOMER ENGAGEMENT SUMMIT 2015
PLENARY CASE STUDY: John Lewis Partnership
Prior to joining the Partnership, Patrick worked with Bain & Company and Procter & Gamble. He is also Mutual Ambassador supporting the Cabinet Office and Chair 3BM, the employee trust for the first local authority mutual spin out.
10:4511:15
COFFEE
AGENDA 11:15
HALL 1 - CHAIR: MIKE HAVARD, DIRECTOR, EMBER SERVICES Experience to the next level you need to embrace Customers emotional, subconscious and psychological experience through the new science of Behavioural economics. By doing so you will truly understand how Customers make decisions, why they behave in the way they do, be able to predict what they will do next and thus reduce costs and gain revenues. Colin will reveal a case study of an organisation who have increased their net promoter score by 40 point in 30 months by embracing this new approach. Everyone attending this session will be given a free book outlining these new concepts.
VOICE OF THE CUSTOMER, PART ONE 11:20
BRITISH AIRWAYS CASE STUDY: Using customer voice to drive strategic decision making Debra Walmsley, Head of Customer Research and Insight, British Airways and David Conway, Director, KPMG Nunwood At British Airways investment decisions can involve significant costs, £millions or even £billions if capital assets are involved. Increasingly, customer feedback is playing a much greater part in how and when these decisions are being made. Major investments are now considered with a deeper understanding of customer needs and wants that are identified by the BA customer voice programme. It hasn’t always been this way and it has taken a considerable effort to get to the point where customer feedback is both trusted and acted upon.
Colin Shaw is Founder & CEO of Beyond Philosophy. Colin has without question helped shape the whole Customer Experience industry. Under Colin’s leadership, his company, Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience. One client, Maersk Line, the world’s largest container shipping company, improved their Net Promoter Score by 40 points in 30 months.
In this presentation British Airways and their customer voice partner KPMG Nunwood outline the process they have been through and share some of the recent successes. Together they have developed a customer voice programme that: • Synthesises the research input from multiple agencies to develop a single version of the truth • Enables the prioritisation of projects and programmes • Links granular insights into a single picture of the customer journey and the impact on the higher level customer relationship • Integrates large quantities of operational data with primary customer research to create a “big data” view of the customer experience. Debra Walmsley began her career working as an agency researcher, before moving client side to Safeway, where she headed up a number of Marketing-lead change programmes including the retailer’s joint venture with Abbey National and its initial online shopping venture. She also worked in a number of marcomms roles including CRM and brand advertising before moving back into Customer Insight. She is currently Head of Customer Research & Insight at British Airways, where she puts her passion for the customer at the forefront of the business agenda. David Conway co-manages the company’s global customer experience management practice and oversees KPMG Nunwood’s Customer Experience Excellence Centre, an ongoing approach to systematically identifying global best practise. David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he was responsible for 3,500 staff charged with delivering world-class experiences to more than 6.5 million customers. He also led the design, set-up and launch of the group’s Smile brand. David is based out of the United Kingdom, but continues to work directly with clients around the world.
11:40
UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE Colin Shaw, CEO & Founder, Beyond Philosophy Customers are irrational, don’t fight it, embrace it! Colin Shaw will outline why in order to move your Customer
Follow Colin on Twitter @ColinShaw_CX
12:00
TRAVELODGE CASE STUDY: Customer experience as a competitive advantage Jon Hendry Pickup, Travelodge, COO, Travelodge and Andrew Archibald, Travelodge, Director of Customer Experience How focusing on customer experience has allowed Travelodge to regain their competitive edge and market position. 4 years ago they identified that a poor experience was at the heart of their financial troubles and so they put delivering a great customer experience at the centre of their turnaround strategy. This talk will outline how they have put this into practice and lessons learnt along the way. Jon Hendry Pickup is the Chief Operating Officer for Travelodge and has worked at the company since 2010. Jon’s background is primarily in retail, having spent seven years before joining Travelodge with Tesco, the world’s third largest food and general goods retailer. His time at Tesco was international and varied, having joined the UK Operations Development team, Tesco’s internal consulting function, followed by time in China, California, and Central Europe. His final role was as Operations Director in Czech Republic and Slovakia. Prior to completing an MBA at Warwick Business School, Jon worked for Aldi Stores Ltd in the UK for seven years. He held a variety of multi-site operating roles, finishing his time with Aldi as Finance and Administration Director. Outside work, Jon’s interests include Tennis, cycling and Skiing, and occasional charity-driven challenges, although most of his free time appears to be consumed standing on rugby touchlines in a range of UK locations following his children, Oscar and Hugo. Andrew Archibald is the leader of Travelodge’s Customer Experience Programme and has over 15 years of operations and customer care experience in the hospitality and healthcare sectors. As a central figure in the company’s recent turnaround he is accountable for developing the customer journey, customer insight and analytics and demonstrating you don’t need a big budget to deliver great customer service.
CUSTOMER ENGAGEMENT SUMMIT 2015
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AGENDA HALL 1 Dr Mark Powell is a writer, speaker, business transformation consultant and entrepreneur. He is an associate fellow of Oxford University’s Saïd Business School.
He has led efforts to implement new ways of working across the leadership and management teams – placing the voice of the customer at the heart of change projects and embedding it into the operating model across its 500 sites. During his 4 years with Travelodge their Net Promoter Score has risen by a chart topping 30 points and he is now set on leading them to a world class score.
Mark has more than ten years’ experience designing and presenting leadership development programmes and has undertaken a wide range of speaker and lecture engagements in the field of strategy development, leadership, power and influence, strategic relationship building and employee engagement.
FUTURE OF WORK & EMPLOYEE ENGAGEMENT 12:20
SURREY & SUSSEX COUNTY COUNCIL CASE STUDY: Delivering customer satisfaction and staff engagement through innovation at no cost
Mark has held senior executive positions and run several start-up businesses as well as being a former partner of global professional services firms, Accenture, KPMG and A.T. Kearney.
Simon Pollock, Director of Business Operations, Surrey and East Sussex County Councils This session will focus on how East Sussex and Surrey County Councils are using innovative no cost ideas to increase staff engagement, productivity and customer satisfaction. The session should give you some ideas to take away and implement within days.
12:40
13:00
Héctor Venegas, CEO, Swarmworks and Karin Krogh, Partner and Consultant, Progreso Aps Héctor A. Venegas is Chief Executive Officer and Partner of SwarmWorks Ltd., a company specialized in interactive involvement of large audiences by making use of the collective intelligence of the attendees. Therefore SwarmWorks has developed world unique methods. The company’s headquarter is based in Cologne (Germany) with offices in London (UK), Asheville and Boston (USA). Héctor graduated from law school at the University of Cologne. Besides his role at SwarmWorks, he is current President of the MPI Germany Chapter. He has been in leading roles within the events industry for more than 15 years.
MY STEAM ENGINE IS BROKEN: The end of command and control Jonathan Gifford, Business Author and Consultant and Dr Mark Powell, Writer, Business Transformation Consultant In their recent book, My Steam Engine is Broken: Taking the Organisation from the Industrial Era to the Age of Ideas, authors Dr Mark Powell and Jonathan Gifford argue that many modern organisations persist with a managerial approach that dates back to the industrial era. This approach is so familiar, and was so successful in its time, that we fail to notice that it is no longer working in the knowledge economy. The result is employee frustration and lost employee engagement, resulting in a dramatic waste of human energy and commitment. Powell and Gifford explore 10 outmoded organisational behaviours and demonstrate a diagnostic survey that reveals where most employee engagement is being lost. Changing just a few ingrained but counter-productive organisational behaviours, they argue, could free up significant amounts of available but wasted human energy. Who would say no to a free 10% increase in productivity? Jonathan Gifford is a business author, speaker and consultant. His published works include History Lessons; Blindsided; 100 Great Leadership Ideas; 100 More Great Leadership Ideas and 100 Great Business Leaders, published by Marshal Cavendish Business. Jonathan was previously a director of the digital advertising agency, Bluequest, and a publisher with BBC Magazines, where he was launch publisher of BBC History Magazine in 2000. Mark and Jonathan are co-authors of My Steam Engine is Broken, published in 2014 by LID publishing; their next book, Perform To Win, will be published in January 2016, also by LID.
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CUSTOMER ENGAGEMENT SUMMIT 2015
SWARMWORKS INTERVIEW: The power of active involvement in meetings and events
Karin Krogh is partner and consultant in Progreso ApS, a fast growing Danish consultant company. She works with personal power and leadership, and in all her speaking engagements and training situations she engages the audience. She is also President of MPI Denmark Chapter, and is passionate about active involvement.
13:20
LUNCH
13:40
NEW BOOK LAUNCH – Rewire – The future for diversity and engagement Chris Yates, Head of People and Organisational Development, Caterpillar Inc and Pooja Sachdev, Consultant Rewire: A Radical Approach to Tackling Diversity and Difference takes a fresh look at the issue of equality, diversity and inclusion at work. It critiques the current thinking and practices that are responsible for slow progress in this area, while providing readers with a new, holistic and tactical perspective that leverages what we know about influencing and changing people’s mind-sets. The issue of difference sits at the core of many of the world’s crises. Large corporations are a microcosm of the globalized world we live in, and hold significant power in shaping our societies and ideas.
AGENDA HALL 1 Despite decades of work in diversity and inclusion, little progress has been made because current approaches focus on specific contexts, short-term results and commercial returns rather than taking into account what we know about human behaviour and addressing the social and economic cultures in which we operate. This book argues that for sustainable positive change, we need to focus on how to create a culture of openness, empathy and inclusion – which in turn enables corporate strategy and drives innovation.
development and employee communications. He is also a Trustee of the Engage for Success Foundation, the UK’s Taskforce on Employee Engagement.
14:40
Mike Gibney, Director of Workforce at The Walton Centre, NHS Foundation Trust The NHS is the fourth largest organisation in the world. The Walton Centre is unique in the NHS as the only specialist neuroscience trust in the UK with a catchment area of 3.5 million. In 2011, the big workforce challenge was a sickness rate of over 7% that led to the development of a health and wellbeing strategy ‘Work Well the Walton Way’.
Chris Yates is the Chief Learning Officer and Head of People and Organisational Development for Caterpillar Inc. He is also the Founder and MD of Ethical Organisational Design. Previously, he worked as Group Head of Organisational Development for the HSBC Group, and Vice President for Organisational Capability & Talent at American Express Group of Companies. He has also worked at Canon, the Japanese FMCG group and the NHS. Chris specialises in organisational design, leadership development, articulation of competitive culture, and the management of significant change initiatives. He holds a Masters in Occupational and Organisational Psychology and has lived in four continents.
Health and wellbeing was the basis for a positive and constructive dialogue with management, staff and trade unions that has seen a programme of physical activity become embedded throughout the Walton Centre with staff participation levels as high as 20%. The sickness rate was reduced to around 4% in less than a year and has stayed at that level. We are now one of ten NHS organisations spearheading a new and major drive to improve health in NHS workplaces.
Pooja Sachdev worked as a consultant Organisational Development Specialist for the HSBC Group for several years. Prior to that, she worked at Towers Perrin (now Towers Watson) and at Taylor Nelson Sofres (TNS), and was appointed Senior Policy Officer at the Commission for Racial Equality. She has worked with a wide range of organisations in the public and private sectors, including Channel 4, London Borough of Newham, the Department for Trade and Industry (as was), Novartis and Royal Mail. Pooja specialises in unconscious bias (and decision-making), gender in the workplace, culture (organisational and other), employee engagement and wellbeing. She has lived in three countries, and is a qualified counsellor, coach and group moderator. Pooja holds an MSc in Occupational Psychology and is currently working as a consultant in London.
The Walton programme has underpinned an incredible number of positive engagement outcomes including Investors in People Gold and Health and Wellbeing accreditation (2014), Health Service Journal Top Ten NHS Employers (2015) and the Nursing Times Top Ten Trusts for Nursing (2015). Mike Gibney is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising. During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.
You can read more about Chris and Pooja’s recent book “Rewire: A Radical Approach to Tackling Diversity and Difference” on: www.bloomsbury.com/uk/rewire-9781472913999/
Mike joined the NHS in 2009 following a successful career in local government and the third sector. This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities. Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.
EMPLOYEE AND CUSTOMER ENGAGEMENT 14:20
CREATING FUSION…Adopting a joined-up approach to customer and employee engagement is easier than you might think… Jamie Thorpe, Commercial Director, Customer Engagement and Francis Goss, Commercial Director, Employee Solutions, Grass Roots Jamie Thorpe works with B2B and B2C brands across multiple sectors to create, measure and enhance their customer experience. He has spent all his working life within the Customer Experience Measurement industry, and is a member of the MRS, ESOMAR and the MSPA. Francis Goss works with organisations on the implementation of employee engagement strategies including reward and recognition schemes, management
NHS CASE STUDY: A healthy engagement
15:00
MARS CHOCOLATE CASE STUDY: Employee engagement: The critical ingredient to win in today’s market Hugh Jaques, Operations & Capabilities Director, Mars Chocolate UK Mars is a private, family-owned business with more than a century of history and some of the best-loved brands in the world. Two things lie at the heart of our success: • A unique culture that empowers our employees and teams to take control of their own engagement • A commitment to putting our customers at the heart of everything we do.
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AGENDA HALL 1 At first glance these two statements might seem unconnected, in reality they go hand in hand. When responding to the challenges of today’s market, we believe that highly engaged employees who think “customer first” can help your business grow faster.
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Dan Drury, Commercial Director, Bowen Craggs & Co Dan will use many case studies from the US and Europe from FMCG, Energy, Luxury, Industrial, Finance and Government. In each case you will find out how data – gathered via website visitor surveys – has changed stakeholder perceptions, shifted strategic direction, informed clear action and – most importantly – improved customer experiences.
At Mars we recognise a clear link between engagement and business results. In this session Hugh will outline the common attributes of highly engaged teams and explore how these can successfully drive customer engagement in your organisation. Hugh Jaques is Sales Operations & Capabilities Director for Mars Chocolate UK. Mars has been a committed UK manufacturer and employer since 1932, when we first started producing the Mars Bar in our Slough factory. Today Mars continues to make some of the most recognisable and popular brands in Britain across our Chocolate, Food, Petcare, Confectionery and Chewing Gum businesses, including Mars, Snickers, Galaxy, Uncle Ben’s, Dolmio, Pedigree, Whiskas, Royal Canin, Skittles and Extra. Hugh is passionate about working for a family business and the benefits this can bring for all stakeholders; employees and customers alike. Throughout his career, Hugh has sought out roles that give him the opportunity to develop and grow other Mars associates and to build collaborative, enduring relationships with key customers. Hugh joined Mars from university as a management trainee and through his 15 year career has worked across all Mars’ major business segments with roles in Manufacturing, Marketing, HR and most recently Sales. Hugh has a has a Masters Degree in Chemistry. He is a tennis enthusiast and competes at national level as well as acting as a policy advisor to Seniors Tennis GB.
Dan Drury joined Bowen Craggs & Co in 2005 as commercial director after 12 years as an internet entrepreneur. In 1993 he founded a software company that developed operational online risk management tools. Eight years later he founded a leading enterprise-class web analytics software company. Both companies had successful exits for Dan and his venture capital investors. At Bowen Craggs he has grown the Web Effectiveness Network to more than 500 members, expanded the company’s client base to include more than 50 Fortune Global 500 corporations and added audience research to the services portfolio.
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Q&A
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COFFEE
SOCIAL ENGAGEMENT Chair: Justin Hunt, Founder, The Social Media Leadership Forum Justin Hunt is the founder of The Social Media Leadership Forum which was set up in 2009 to help the world’s leading organisations collaborate to enhance their knowledge and understanding of social media issues (internal and external) and emerging disruptive technologies. The Social Media Leadership Forum was set up with the help of a small group of senior PR executives from leading brands.
VOICE OF THE CUSTOMER, PART TWO 15:30
AMERICAN EXPRESS COMMUNITY STADIUM CASE STUDY: An ethos-driven approach to creating innovative customer experiences Nick Brice, L&D, Partner, American Express Community Stadium
The Social Media Leadership Forum has more than 100 leading organisations as members ranging from Rolls Royce to IKEA and IBM who meet regularly- about three times a month – to share insights and experiences in collaborative working groups to help improve skills across industry sectors.
This presentation will explore some of the steps you can take to engage people more deeply in creating branded customer experiences across all touch points. Nick Brice is L&D Partner for the American Express Community Stadium – creating and leading a multi-award winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies! Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multi-nationals in San Francisco, Milan, Rome, Sofia. Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul.
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CUSTOMER ENGAGEMENT SUMMIT 2015
BOWEN CRAGGS & CO CASE STUDY: When data beats politics the customer wins
Justin previously worked as a new technology commentator, contributing to The Guardian and The Financial Times.
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EXPERT SPEAKER
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ROYAL YACHT BRITANNIA CASE STUDY: How to become no.1 in the UK Bob Downie, CEO, Royal Yacht Britannia In June 2014, Tripadvisor named The Royal Yacht Britannia as the UK’s No.1 Attraction, with an average Excellent score of 72%, and 23% Very Good. This success was the
AGENDA HALL 1 Jon Morter is best known for his gatecrashing of the music industry in 2009 with his phenomenal ‘Rage Against The X Factor’ campaign, sweeping Rap/Metal band Rage Against The Machine into the sought after UK Christmas No.1 spot. A Guinness record for downloads was broken plus Facebook gave him his own personal member of staff to assist with the 1.6 million group members. This success opened the door for Jon to work on campaigns for some big artists in the industry including Nirvana, Sex Pistols, Rod Stewart, David Essex, AC/DC (their 1st UK Top 10 single in 40 years), a No.1 album for The Rolling Stones, Rik Mayall’s 2010 World Cup single (which incidentally Jon campaigned for again after Rik’s death making the UK No.7 in 2014), the ‘Save 6Music’ Facebook group, and the 2012 Christmas No.1 campaign for The Justice Collective.
culmination of over 10 years commitment to delivering outstanding customer experiences, focussing on the importance of providing exceptional value for time and money. This journey to excellence started by appreciating that customer service is only the final action in what has to be a much more strategic focus on the whole customer experience, since this will determine what competitive advantage your business will have and, without which, it will struggle to fulfil its potential. Bob Downie has been Britannia’s Chief Executive since it first arrived in Edinburgh in May 1998, and he will share with you his vision for ‘getting the right things right’ in this increasingly challenging marketplace. At the heart of his philosophy is that your most important asset is the quality of the relationships that you have with your customers, success is the aggregation of marginal gains, and there are no excuses for it not being everyone’s responsibility to maximise recommendations.
Jon has also recently gained notoriety within the Social Media community for creating the ‘Condescending Corporate Brand’, a fake company (referred to as the ‘Spinal Tap’ of Social Media) that only exists within Facebook and Twitter cheekily lampooning large companies trying to ‘do’ social media, yet seem to get it spectacularly wrong. To date this ‘company’ has caused riotous debate, resignations, offers of purchase from foreign shores, walkouts, outed brands using fake followers, and given Jon the title of “Social Media Hellraiser” by FastCompany and the New York Times.
Bob Downie has been Chief Executive of The Royal Yacht Britannia since it first opened as visitor attraction and highend hospitality venue in 1998. Bob’s passion is delivering World Class visitor experiences, and in June 2014, Britannia was named as Tripadvisor’s No.1 UK Attraction, scoring 72% Excellent and 23% Very Good. For each of the last 9 years Britannia has also officially been Scotland’s Best Visitor Attraction, with a current tourist board Quality Assurance mark of 96%, the highest ever awarded to an attraction. In 2009 Britannia was also named as the UK’s Most Excellent Venue by Conde Nast Johansens.
Oliver Drackford joined YouthNet back in ’09. He has a passion for supporting young people, and his goal is to make YouthNet’s services the first place young people turn before they even need help. He has developed and built numerous digital marketing strategies and campaigns, to help increase the reach and engagement of YouthNet’s services – which current helps over 1.5million young people in the UK. YouthNet has also worked recently on a research project looking into young people’s complex relationship with social media – which Ollie with involved with.
In 2003 Bob founded what went on to become the UK Customer Experience Conference which was held annually in Edinburgh until 2011. In recognition of his commitment to improving quality standards, in 2005 he received the UK Hospitality & Tourism ‘Catey’ Award, becoming only the second Scotsman to receive this particular industry ‘Oscar’.
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Before YouthNet Ollie worked from a number of commercial organisations including Swatch, Pirelli and P&O). Ollie also loves a brew… in fact legend has it that he is more tea than man.
PANEL DISCUSSION: SOCIAL CUSTOMER Daria Alexandrovna Taylor, Incredibly, Mark Hillary, Carnaby Content, São Paulo, Jon Morter, Social Media Hellraiser, Ollie Drackford, Youthnet and Nico Lutkins, Marketing Director, LinkedIn
Nico Lutkins With more than 15 years’ B2B marketing experience, Nico recently joined LinkedIn’s Marketing Solutions business as Director of Marketing, EMEA. In this capacity she is responsible for helping drive the growth of LinkedIn’s Marketing Solutions business across the EMEA region, helping marketers and agencies identify, target and engage with the world’s most influential professionals. Prior to joining LinkedIn, Nico was Global Director of Enterprise Marketing and Customer Advocacy at Trustpilot, the leading online review-driven community that builds relationships between consumers and businesses.
Daria Alexandrovna Taylor, Incredibly Daria Taylor is Managing Director of Incredibly, a digital communications agency specialising in brand storytelling and digital transformation. Incredibly help companies to negotiate digital communications as it is today – building brands that are truly fit for 21st century consumers. When she’s not busy in her role as MD, Daria is a passionate evangelist of digital transformation and all things tech. While London’s home, Daria can be found at talks and conferences all over the world, speaking about how companies can adapt to the ever-changing business landscape to win in the new digital economy. Mark Hillary, Carnaby Content, São Paulo See bio on page 6
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CHAIRMAN’S SUMMARY
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Networking Party and Choir With No Name
CUSTOMER ENGAGEMENT SUMMIT 2015
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AGENDA HALL 2 - CHAIR: MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING Key skills and experience Prior to his current role, Russ has undertaken a range of senior leadership roles in Retail and Business Banking for both Lloyds Banking Group and previously Barclays. Russ is an Economics Graduate, ACIB qualified and holds an MBA with distinction from Warwick Business School.
FINANCIAL SERVICES, PART ONE 11:20
HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS IN THE FINANCIAL SECTOR Miguel Ramos, VOC, Subject Matter Expert, Confirmit Every interaction your business carries out with your customers bears the potential to strengthen client relationships – or damage them irrevocably.
Russ is also involved in two of the Group’s flagship corporate and social responsibility programmes. Through “Pilotlight” he provides expert input and coaching to the trustees of “Jigsaw 4 U” – a small charity which supports young children who have suffered trauma. Russ also represents the Group in “Business Class” – a Government/Business initiative where he (and his team) supports the leadership team and pupils of an underperforming school to drive up aspirations and levels of attainment.
Transactional surveys that collect your customers’ feedback are a good start, but that’s only one piece of the CX puzzle. For example, do you know: • How your employees’ customer interactions are impacting the overall customer experience? • What follow-up actions are driving additional business investments? • How each department is using the feedback to innovate on their service offerings? • The answers to these questions are critical for the retention of valuable customers as well as the success of your business.
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Dave Shepherd, Director, Frontline Help, Barclays UK Retail Bank Dave will give you the insight on the Barclays Digital Eagles, how it began and why it has become the biggest people movement the bank has ever seen.
In this session you will learn: • The importance of listening to the Voice of the Customer and the Voice of the Employee • How to empower your branch employees and call centre managers to take action with at-risk customers • How to increase executive engagement with real-time data that helps them discover the root causes of issues that are crucial to your customers.
In a nutshell: • How Barclays is delivering on its ambition in this Digital Revolution to Leave No One Behind • Showcase of the key engagement tools, including the industry leading colleague app MyZone • The Inside-Out colleague approach to customer-centricity
With more than 15 years’ experience in mobile technologies, quality assurance and technology strategy and implementation, Miguel leads Confirmit’s Mobile practice in the EMEA and Asia Pacific regions, developing mobile solutions for both Voice of the Customer (VoC) and Market Research. In this role, Miguel works with organisations to design, implement and deploy mobile feedback and research strategies that maximise response rates and generate ROI across a range of industries. He has extensive international experience in managing projects for the telecommunication and finance industries and has an excellent track record in delivering projects that drive results. Miguel holds an MBA from Durham University (UK).
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LLOYDS BANKING GROUP CASE STUDY: Customer experience - The root of all complaints Russ Powles, Customer Services Director, Lloyds Banking Group Russ will share his thoughts on: • Lloyds Banking Group’s evolution of complaint management over the last 5 years • How Lloyds Banking Group are using insight to improve customer experiences and avoid complaints in a fast changing environment Russ is Customer Services Director for Lloyds Banking Group where he has responsibility for the management of all Group complaints and Customer Rectification.
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CUSTOMER ENGAGEMENT SUMMIT 2015
BARCLAYS CASE STUDY: Digital eagles – Engaging employees to drive customer-centricity into the DNA of the organisation
Energetic in his delivery and passionate in his subject matter Dave is recognised across the Banking industry as an innovator who accepts no compromise. Now in his 27th year at Barclays, having began his career behind the counter, Dave is Head of Frontline Help responsible for all Colleague Intranets, Desktop and Mobile within Barclays Retail & Business Bank as a means to Engage, Ideate, Search and Collaborate. With a laser sharp focus on process excellence, Dave is a Black Belt Six Sigma with a passion for People Engagement.
DIGITAL CUSTOMER, PART 1 12:30
VIRTUALISING YOUR SALES FORCE – A NATIONWIDE CASE STUDY Simon Blissett, Head of Banking Solutions & Innovation EMEA, Cisco and Brian Atkinson, Head of Solutions, Customer Experience Business, UK & Ireland Today’s consumer expects to be able to do business with you when it’s convenient for them, rather than when you can ‘fit them in’. This means maximising the availability and the utilisation of expert resources while, at the same time, delivering exceptional customer experiences. Drawing on experience at Nationwide and other financial services organisations this presentation will speak to the opportunities offered by virtualisation including: • Why banks should consider virtualising their sales forces • How this fits into a wider digital strategy • How it increases business agility and future proofing · How you do this successfully
AGENDA HALL 2 Simon Blissett has over 25 years experience in financial services across a range of organisations and functions. He is a multi-channel distribution and strategy expert with a strong record of commercial success in financial services and an outstanding track record of change programme leadership. His previous roles include: Head of Channel Development for Nationwide Building Society – leading the strategy and implementation for all channel development including contact centre, digital, ATMs, face to face and branch design. Programme Director for Association of British Credit Unions – leading a government funded project to set up a central services business for credit unions including IT strategy, marketing strategy, HR, organisational design etc. Head of Distribution & Marketing for Bank of Ireland UK – leading the digital agenda for the UK Bank and its partnership with the Post Office.
He has been marketing online since 1997, specialising in Search Engine Optimization, PPC, Affiliate, Email and Permission Marketing. He is a certified Search Engine specialist and a Google Advertising Professional. Lloyd is the co-founder of Watchfinder: The market place for luxury watches in the UK. Founded 12 Years Ago Watchfinder remains at the leading edge of luxury ecommerce selling a thousand timepieces a month at an average price point of £4,5000 and annual turnover of £44milion.
13:10
Q&A
13:20
LUNCH
OMNICHANNEL 14:20
His experience includes expertise in transforming customer experience and leveraging technology to deliver increased growth and profitability across distribution channels. Simon is married, has no children and loves travelling, reading and watching sport of all kinds.
Martina Knappe, Interactive Intelligence There is a new kid on the block: Enter your new employee and customer. The reality is that many businesses today struggle to manage the proliferation of communications channels and devices that employees and customers now have access to. While the connected digital workplace is running on multiple applications it often results in a poor user and customer experience. This session offers an insight into new ways in which enterprises can collaborate and communicate more efficiently and seamlessly inside and outside their organisation to truly meet millennial employee and customer expectations and achieve better business outcomes.
Brian Atkinson is Head of Customer Experience Solutions for UK & Ireland. Mr. Atkinson is responsible for the sales, partner development and go to market strategy of Cisco’s Customer Experience solutions. He is passionate about Cisco’s ability to help companies realise the benefits of connecting the unconnected. If you truly can connect everything, and innovate everywhere, while designing a low effort Customer Experience Strategy, businesses and organisations can forge deeper, proactive and more loyal relationships with their customers. Additionally, Mr. Atkinson is closely involved with the Cisco Business Units helping shape and define Customer Care and Customer Experience solutions for the UK and Irish markets.
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Martina Knappe has 20 years’ experience in driving change and leading marketing teams in companies such as Siemens, Avaya and Interactive Intelligence, Martina is as passionate about creating and implementing innovative marketing strategies as about leveraging cutting edge technologies for improved business communications and collaboration. For the last 4 years Martina has been instrumental in growing the Interactive Intelligence brand in the European, Middle Eastern and African markets through the promotion of Customer Engagement propositions based on the belief that if organisations want to thrive in future it is key for them to put customer experience at the heart of their corporate strategy.
WATCHFINDER CASE STUDY: Building a brand in the digital age Lloyd Amsdon, Founder, Watchfinder Lloyd will be covering the following: • How Watchfinder began and background to the company • Digital strategy and moving a company forward with the digital age • Adding bricks and mortar stores to a pure-play company – overcoming obstacles and what gains can come out of being a multi-channel business • Offline marketing and how this ties in with digital • Digital content – how Watchfinder have used video content via YouTube and a digital magazine to increase brand awareness and drive footfall to watchfinder.co.uk, engaging customers • Brand equity • What’s next for the future Lloyd Amsdon has spent the last 14 years working in IT, specialising in developing Web based applications & businesses. As a shareholder and Key Manager of DMRI.co.uk he developed some of the UK’s largest websites in Automotive, Financial services, classifieds and competition sectors. DMRI was sold to Daily Mail and General Trust group 2005.
EMBRACING THE MILLENNIAL CHALLENGE: The convergence of customer engagement, communications and collaboration
14:40
YAHOO CASE STUDY: Smartphone dominance Patrick Hourihan, Research Director EMEA, Yahoo Global study that looks at analytics + market research to understand the drivers of mobile adoption, and dictate where it is going. Experienced research professional with over 14 years of experience in digital media including Ad Effectiveness, Measurement Strategy, Thought Leadership, Consumer Insights, Ad Sales research, Marketing Effectiveness and Analytics. Successful at building and managing high performing teams that deliver impact for internal and external clients. Expert at finding insights in data and creating compelling stories to communicate them. Experienced public speaker and active participant in industry committees.
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AGENDA HALL 2 15:00
Liam Ryan has over 25 years of sales experience, starting in FCMG Field Sales and finishing in National Accounts before he joined the dotcom revolution by starting his own online business in 1997. After selling the business in 2001, he worked on a freelance basis with various companies within the Financial Services, Information and Retail industries helping them define and implement their internet strategy. Liam joined Creative Virtual in November 2007 and currently holds the position of Head of Sales. In this spare time Liam enjoys playing 5-a-side football and a game of golf but seems to spend most of his time acting as a referee between his two children!
OMNICHANNEL IN FINANCIAL SERVICES – A PENSIONS ADMINISTRATION CASE STUDY Jonathan Mindell, Former director at JLT and Mercer When one thinks about customer engagement in Financial Services, most of the focus seems to be on the ‘high touch’ frequent customer contact that goes with transactional services such as banking and credit cards. However most people buy products and services where customer contact is nowhere near as frequent, but arguably even more important when there is a need to get in touch. For insurance, investments and pensions it could be months, or even years before a customer makes contact. So how should such organisations address and invest in improving their engagement with the customer and meet the trend of moving from single channel communication, through multichannel to omni-channel connectivity. Jonathan Mindell, with direct and relevant experience in both Mercer and JLT will use Pensions Administration to make his case.
15:50
Francesca McDonagh, Group General Manager, Head of Retail Banking and Wealth Management, HSBC Bank Plc, UK Responsible for all aspects of customer service, channels, products and segments of HSBC’s retail business for HSBC plc, M&S Bank and first direct. Formerly the Regional Head of Retail Banking and Wealth Management for HSBC in Middle East and North Africa and Head of Personal Financial Services for HSBC in Hong Kong. Appointed Group General Manager in August 2014. Qualifications: Bachelor of Administration (Honours) from the University of Oxford in Philosophy, Politics and Economics. Member of Mastercard Advisory Board, Europe. Young Global Leader (Class of 2014) of the World Economic Forum.
Jonathan Mindell has spent most of his career focusing on work he finds deeply fascinating and immensely satisfying to deliver: improving the customer experience. He started his career by marketing service propositions, then moved on to deliver these propositions through large operational centres and, more recently, became responsible for entire service businesses. Jonathan’s sector experience is highly extensive and includes the financial services, business services and travel sectors, having worked for several well-known UK brands including Marks & Spencer, Prudential, BUPA (where he was Head of Member Services) and Airtours, as well as multi-national organisations (Citibank and Wyndham Worldwide). Since 2007 Jonathan has been helping to transform pensions administration services across Europe, while Senior Partner at Mercer and also at JLT Employee Benefits. Recently, Jonathan joined C3 Partners, where he continues to follow his passion for the ‘customer experience’ in helping organisations focus their energies, culture and processes on delivering customer-centred business strategies and change.
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16:10
Q&A
16:15
COFFEE
DIGITAL CUSTOMER, PART TWO 16:40
HIVE (BRITISH GAS) – CONNECTED HOMES CASE STUDY: How staying close to customers has been pivotal in delivering unique, innovative customer solutions
FINANCIAL SERVICES, PART TWO
Kim Ratcliffe, Head Of Customer Operations, Hive
USING V-PERSON™ TECHNOLOGY FOR OMNICHANNEL CUSTOMER ENGAGEMENT
Connected Homes were founded in 2012. They are a start up style business responsible for the innovation for British Gas as well as direct to market connected products. Most notably, they have delivered Hive Active Heating, with a suite of new, connected products to launch soon.
Liam Ryan, Head of Salest, Creative Virtual Ltd Providing customers with accurate, consistent and personalised information in an omnichannel environment must be a top priority for financial organisations in 2016. It is more important than ever to enable customers to seamlessly move from one service channel to another, with context awareness and a full history of their conversation moving with them. Liam will show a live demonstration and share user cases from organisations currently utilising Creative Virtual’s V-Person technology to provide an enhanced customer experience, including HSBC, TSB, JPMorgan Chase and Commercial Bank of Dubai. He will explain how these and other financial organisations use advanced technologies in knowledge management, natural language processing and virtual assistants to not only meet their omnichannel customer engagement goals, but also reduce costs and build brand loyalty.
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HSBC CASE STUDY: Putting customers at the heart of everything we do and empowering colleagues to become the bank of choice in the UK
CUSTOMER ENGAGEMENT SUMMIT 2015
This presentation will focus on how the business has grown from c.60 people to c.400. It will explain the challenge around maintaining creativity, agility and a real focus on designing beautiful products with a customer experience that epitomises the brand and compliments the product. There will be content which demonstrates how staying close to customers is pivotal, forcing the need for more instant and detailed methods of understanding how customers are feeling in a more qualitative way. It will also show how driving a culture where people truly feel like it is their business and that they have the accountability for change and improvement has also been one of the challenges with growing so rapidly.
AGENDA HALL 2 Kim Ratcliffe leads the customer operation for Connected Homes, Hive. Connected Homes are a start up technology business focused on bringing innovative products to the UK to enable people to be truly connected with their home. Most notably, the business is responsible for the design, development and deployment of Hive Active Heating. Kim oversees the customer experience, customer service, business readiness, change and engagement functions.
17:20
Dom Graveson, Partner, Hominal Service Design, Simon Foot, Consulting Director, Ember Services and Kim Ratcliffe, Head of Customer Operations, Hive - British Gas Dom Graveson, Partner, Hominal Service Design Senior leader of digital and multichannel service design, transformation and delivery. Deep experience across: government, education, travel/tourism, media, finance, broadcast, publishing, technology and charity/NGO. Experienced in both the management theory and day to day reality of digital change, service development and delivery at enterprise scale.
Connected Homes really spoke to Kim’s passion for delivering unique, innovative customer solutions whilst being able to adapt to customer needs dynamically and without lengthy change procedures.
Particularly happy in environments encountering or needing change from old models of business to fully embrace the opportunities offered in the maturing digitally networked world. Transformation is built on both culture and process, and lot of my work reflects back into the core of organisations through customer and employee research, engagement and comms, knowledge management and intra-enterprise social networking. I approach change from a foundation of understanding of outcome and context, with passion and enthusiasm, and with a focus on tangible, measurable outcomes.
All of Kim’s previous roles – within telecoms and financial services have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.
17:00
UNILEVER CASE STUDY: The future of the future of service – Digital engagement innovation from IoT to emotion analytics to virtual assistants in your home
Simon Foot, Consulting Director, Ember Services Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous projects designing and implementing operating models at a strategic, operational and technological level. A particular area of expertise is in channel optimisation and the implementation of digital initiatives. Simon has held senior consulting roles with IBM, CM Insight and Verint Consulting. He was appointed Director of Training, Consulting and Speech Analytics for Verint in 2011. Simon’s client successes cover transformation programmes for many of the UK’s top brands across multiple sector’s including BT, Tesco, British Airways and Camelot.
Megan Neale, Global Head of Consumer Engagement Centres, Unilever and Maximillian Doelle, CEO, Kazendi The face of retail is rapidly changing – with all-digital stores and drones on the rise, e- commerce & in-store experiences are having to excel to consistently wow the consumer. In addition in-home consumer behaviour data is becoming available offering businesses unique insight into the way in which consumers interact with, use and enjoy their products . In this session Megan Neale, Global Head of Consumer Engagement Centres at Unilever will share: • How interactive products and the Internet of Things is transforming service strategy • How the rise of in-home virtual assistants like Amazon Echo will radically change consumers’ expectations for self service • How Artificial intelligence, Emotion Analytics and DigitalEmpathy™ can work together
Earlier in his career, he spent several years working in the water industry and later joined BBC TV Licensing, where he was responsible for customer experience delivery in the outsourced contact centre operation that managed the collection and enforcement of the TV licence fee. Kim Ratcliffe, Head of Customer Operations, Hive Kim leads the customer operation for Connected Homes, Hive. Connected Homes are a start up technology business focused on bringing innovative products to the UK to enable people to be truly connected with their home. Most notably, the business is responsible for the design, development and deployment of Hive Active Heating. Kim oversees the customer experience, customer service, business readiness, change and engagement functions.
I’m fascinated by DigitalEmpathy™. In particular, how we combine the power of artificial intelligence in the digital landscape with our desire for human contact within a supporting, sharing and collaborative eco system. I think Customer Experience Management is one of the most exciting areas in which to develop this thinking. If you’d like to discuss more please get in touch. Maximilian Doelle is Chief Prototyper at Kazendi – a lean innovation studio that exists to challenge processes and enlighten minds for a changing world. For over 3 years, Max has worked to inspire companies towards better customer engagement by demonstrating the opportunities that come with emerging technologies. With Kazendi’s unique service to prototype any idea from concept to customer in just one week, Max is speeding up innovation and challenging the status quo through radical iteration. Kazendi’s previous clients include Unilever, Pearson, Lloyds Banking Group and many more.
PANEL DEBATE: INTERNET OF THINGS
Connected Homes really spoke to Kim’s passion for delivering unique, innovative customer solutions whilst being able to adapt to customer needs dynamically and without lengthy change procedures. All of Kim’s previous roles – within telecoms and financial services have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.
17:40
CHAIRMAN’S SUMMARY
17:45
Networking Party and Choir With No Name
CUSTOMER ENGAGEMENT SUMMIT 2015
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AGENDA HALL 3 - CHAIR: ANN-MARIE STAGG, CHIEF EXECUTIVE, CCMA RETAIL, PART ONE 11:20
12:00
McDONALD’S CASE STUDY: Transforming people practices for a workforce of 100,000 to meet new customer offering
Sue Hedaux, Customer Champion, Inmoment
Janet Lenz, Head of Customer Services, McDonald’s Restaurants
Retail brands are investing heavily in improving customers’ experiences, hoping to out-perform their competitors on what the analyst firm Gartner Group recently dubbed “the new competitive battlefield.”
With a workforce of over 100k people, split across 1250 sites, we knew we had a challenge on our hands as we set out to evolve our people practices to support the restaurant changes. And, importantly, how we would help our customers as the changes impacted them. So, what we did we do? Hear more about how we sprinkled a few vital ingredients on our plans as we designed and brought them to life.
But what do “great” experiences entail? Today’s consumers crave more interaction and personalisation than ever before. And with an omni-multitude of channels through which they encounter different aspects of your brand’s promise, the challenge to deliver the right experience at the right time is increasingly challenging.
Janet Lenz is responsible for the Customer Services team at McDonald’s. She was instrumental in both establishing and setting up the department which now handles all customer feedback for the brand in UK and Ireland. She has 25 years’ experience in this field and her enthusiastic and motivational leadership style has allowed her to inspire her team to deliver excellent results.
Where should you start? And once you’ve begun, how can you and your team understand the ever-evolving expectations of your customers? The most powerful source of intelligence regarding those expectations is inside customer stories. Between social media, online forums and direct feedback, consumers are sharing in abundance. Sue Hedaux, Customer Champion at InMoment, will focus on how to weave Voice of Customer data into each moment of truth across the omnichannel journey to drive fierce loyalty and bottom line results.
Janet is a key contributor to the overall customer service strategy and shares key insights throughout the business to ensure the customer’s voice is heard and acted upon. Together with her team, Janet gets involved in customer service and recovery training, helping to ensure that key customer messages are communicated to UK restaurant staff.
Sue Hedaux served as a leader in the retail sector for more than 20 years and understands the challenges and opportunities of providing great customer experiences from the practitioner’s point of view. Sue is a master at helping brands create the right customer listening and experience strategies to both support business objectives, and grow customer loyalty.
A passionate ambassador for the customer, she has been the recipient of some key awards including McDonald’s most prestigious recognition for outstanding employees, the President’s Award. Outside of work, Janet has a keen eye for fashion and enjoys music and going to the gym. She is married to Colin and has two children, Joshua and Nathan.
11:40
THREE CASE STUDY: Business transformation achieved by listening to the customer Stuart Douglas, Head of Customer Strategy and Jessica Mustoo, Market Research Manager, Three Stuart Douglas is the Head of Customer Strategy at Three and he has worked at the company since 2010. It is Stuart’s role to ensure that Three deliver the most enjoyable experience for their customers. Stuart’s background is primarily in telecommunication having spent time at O2 and BT. He has held senior roles within customer experience, and proposition creation and his focus has always been to deliver a great experience for customers by focusing on what matters most to them. Jessica Mustoo is Market Research Manager at Three, and has worked at the company since 2001. Jessica works in the Strategy, Research and Insight team, managing ongoing and adhoc primary research to drive customer strategy and measure the impact of initiatives amongst customers. Jessica has always been a researcher, specialising at university and working agency side before moving to Hutchison 3G. She’s been part of the evolution of Three from the start, and played an integral role in the company’s focus and understanding of NPS and customer centricity.
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CUSTOMER ENGAGEMENT SUMMIT 2015
JUST LISTEN: Utilising customer stories to create the best experiences at every touchpoint
CUSTOMER ENGAGEMENT TRANSFORMATION 12:30
NEWSUK CASE STUDY: Winning the loyalty of employees, so you can win the loyalty of customers Sean Risebrow, Director of Customer Experience, NewsUK The four stages of Customer Experience Transformation – Fix, Deliver, Differentiate and Delight – are well documented and understood. But how do you bring your employees with you on the journey? What are the practical activities you need to do, and when should you do it? Using employee stories from Virgin Media, Fidelity and NewsUK we will walk the customer experience transformation journey in the shoes of the people who really matter – your employees. As Director of Customer Experience Sean Risebrow led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has
AGENDA HALL 3 • The irrelevant contact centre – the need for a new role in a digital first world • The omni-channel challenge – imperative, pressing and far from being met • The analytics opportunity – the best route to personalised powerful customer experiences that’s ignored by so many • Techno fear – how nearly 8 out of ten contact centres believe their technology is failing and why they’re probably right • Paul’s presentation take a frank look at the contact centre’s failings in order to plot a sure course to its recovery, re-invention and ultimate success.
successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight. Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme. In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he is responsible for the Customer Experience, Member Service and Customer Event teams.
12:50
VIRGIN MEDIA AND EDIGITAL CASE STUDY: The power of text; using smart technology to listen, interpret and delight your customers
During a 25 year career with Dimension Data and in management consultancy, Paul has delivered transformational programmes for blue chip organisations in several industry sectors, specialising in the development of customer centric business strategies. Paul sits on the UK Contact Centre Association’s industry research council and leads Dimension Data’s world-renowned Global Contact Centre Benchmarking Report.
Anna Ritchie, Research Director at Edigital Research and Chris Beeson, Head of Customer Experience Insight, Virgin Media Anna Ritchie is one of the leading insight specialists at eDigitalResearch and overseas a diverse team of both researchers and technical experts in delivering bespoke solutions and actionable insight to eDigitalResearch’s growing client base. Anna has over twenty years’ worth of experience in the commercial insight world. Before joining eDigitalResearch in 2011, she worked client-side in the financial services, FMCG and telecoms sectors and brings a wealth of strategic research experience to her first agencyside role.
14:40
Stuart Dorman, Head of Consultancy, Sabio Ltd In this session, we are going to brief you in on the future of consumer technology and the impact this will have on your customer service operations over the next few years.
Chris Beeson is a strategic insight professional with a strong reputation for conveying actionable insight in a compelling way to influence and engage senior stakeholders. Responsible for the Net Promoter® System within Virgin Media, the largest Virgin company in the world, having worked there for 11 years. Pioneered new fields of insight in marketing strategy, analysis of unstructured data, advocacy and demonstrating the commercial benefit of customer centricity. Winner of the 2013 UK Customer Experience Award for Insight & Feedback.
13:10
Q&A
13:20
LUNCH
In order to provide this unique insight we will be giving an overview from a trip we went on in October at ‘Silicon Valley’ where we met with companies including Amazon, Google and Facebook, to understand what they are launching to consumers in next few years that will affect the way you deliver service. Stuart Dorman has over thirteen years’ experience as a call centre consultant and is currently responsible for leading the consultancy practice at Sabio. Sabio’s consultancy team is focussed on helping contact centres to improve sales, productivity, quality and customer service through better use of technology, process optimisation and a focus on people. Stuart is a recognised thought leader in the contact centre industry, regularly producing thought provoking white papers, speaking at industry events and judging top industry awards in Europe.
EVOLUTION OF CONTACT CENTRES 14:20
THE CUSTOMER EXPERIENCE – CAN OUR CONTACT CENTRES DELIVER? Findings from the 2015 global contact centre benchmarking report Paul Scott, Senior Director, Contact Centre Consulting, Dimension Data 75% of companies recognise the customer experience as a competitive differentiator but, across every industry, customer satisfaction levels have fallen for four years in a row. Despite innovation, channel explosion, and a thousand new ways for customers to interact, there remains a disconnect between the customer experience organisations aspire to and the realities of front line delivery in their contact centres.
THE FUTURE FOR CUSTOMER TECHNOLOGY: Insights from Amazon, Facebook and Google
15:00
IN CONVERSATION WITH: Rod Jones, Owner, Contact Centre Consulting, Peter Ryan, Principal Analyst, Ovum and Ian Naylor, VP Contact Centres, Virgin Atlantic Airways Rod Jones As an independent consultant to the industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Advisor and Subject Matter Expert in the extremely complex and specialised field of customer service delivery. When it comes to the strategic issues of Call Centres, Contact Centres, Customer Experience Management
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AGENDA HALL 3 Glenn Reynolds has, for the past 15 years, been at the forefront of developing brand-based customer experience programmes for the likes of British Airways and more recently within Tesco.com. Within Tesco.com Glenn has been responsible for leading the strategy, design and implementation of a customer experience programme across the Tesco.com estate. These initiatives have delivered a step change in customer satisfaction and loyalty (NPS) during a period of unprecedented change.
(Including CRM, CxM and CEM) and BPS&O (Business Process Services and Outsourcing), the professional services he offers to clients draw extensively on his wealth of experience, to provide relevant and logical solutions to this multifaceted subject. Experience, however, is not enough on its own: he cites passion as being a vital element in his success and he brings this passion to his work in assessing and auditing call centres and contact centres and in focusing on the strategic, planning and operational issues that impact upon them. In addition, he is widely recognised for his strategy development facilitation skills when working with executives. Peter Ryan is a Principal Analyst in Ovum’s global IT Services practice. His areas of research are wide-ranging within BPO/CRM and include company profiling, offshore and outsourcing, self-service technology and speech solutions, national and sectoral market segmentation/sizing, internal and external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centers in EMEA, Eastern Europe, North and South Africa, and Canada, as well as on investment in voice applications and enterprise software market events. He was recently named the 18th most influential leader in the domain of outsourcing in the Americas by the industry publication Nearshore Americas.
Sue Stoneman has over 25 years experience leading largescale transformational change and performance improvement initiatives in forward thinking, service orientated, global organisations. She has held Board and SVP positions in Sales & Marketing, Customer Service and Human Resources in blue chip, global organisations including British Airways, RAC, Barclays Bank and Le Meridien Hotels. She combines a strong academic background with a proven ability to deliver sustainable commercial results through an obsession for employee and customer engagement. For the last 11 years she has run three successful businesses, one of which is NKD – a creative, brand internalisation agency that designs bespoke brand engagement and customer experience initiatives for some of the largest brands in the world.
15:40
Jim Johnstone, Managing Director UK and Ireland, Dunkin’ Donuts
Peter is a prolific speaker and is well known on the international conference circuit. He has presented at industry events in San Francisco, Sydney, Singapore, New Delhi, Paris, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota, and Buenos Aires.
Find out more about the customer strategy behind the successful launch of US established brands Dunkin’ Donuts and Baskin-Robbins in the UK. Jim Johnstone is the Managing Director of Dunkin Brands UK & Ireland. He has been with Dunkin’ Brands for 4 years and is responsible for both Dunkin’ Donuts and BaskinRobbins. During his tenure, Jim has overseen the launch of Dunkin’ Donuts in the UK and the continued growth of Baskin-Robbins. Prior to Dunkin’, Jim was with Burger King UK where he held the positions of Operations Director and then Business Development Director. Jim has worked in Retail & Hospitality all of his career and has held senior positions in Punch Taverns and Thresher Wine Shops. Jim is from Portsmouth originally and now lives in Staffordshire with his Wife and two daughters.
Ian Naylor is a results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations. Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost. Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.
RETAIL, PART TWO 15:20
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TESCO CASE STUDY: Delivering our best service
DUNKIN’ DONUTS CASE STUDY: Growing presence
16:00
XCEED CASE STUDY: Shaping the experience for a better customer engagement Tarek Al Shareif, Head of Off-Shoring Business Unit, Xceed
Glenn Reynolds, Head of Customer Experience Development, Tesco.com and Sue Stoneman, CEO, NKD Learning
Main headlines: • Customer experience dynamics in today’s business. • The customer experience Pulse. • From Service Delivery to Engagement.
For the past two years Tesco’s online shopping arm has been on a mission to restore trust in its brand, and recognised that the most important people to achieving this goal were its many delivery drivers. Hear how Tesco.com has created an integrated curriculum to focus the whole team on putting the humanity back into the online shopping experience for customers.
Tarek Al Shareif is Head of Offshoring business Unit for Xceed Egypt and Morocco. With 20 years hands on experience gained from within the Client Relationships, Telecom and Information Technology industries, with specific skills in Operations, Services Delivery, Client Relationship Management, Business and Stakeholder Performance and Analysis, Business Growth and Development.
CUSTOMER ENGAGEMENT SUMMIT 2015
AGENDA HALL 3 Turkey’s leading, and one of Europe’s fastest growing, lowcost airlines to become a strong full-service travel brand that provides a one-stop-shop to its passengers.
Tarek joined Xceed in September 2014. Prior to joining Xceed, Tarek served as Site Director for Sykes Egypt, Tarek also held multiple regional senior roles at Microsoft Corporation, Etisalat, in addition to his long experience in the hospitality industry working for multinational hospitality organizations.
16:15
Sibel Yaman Kavuklu graduated from Istanbul Technical University’s Department of Management Engineering. Sibel Yaman Kavuklu started off her career at Garanti Bank’s Department of Customer Relations Management and Marketing. For five years she was involved in the fields of customer segmentation, segment management and communications, customer experience management and customer insight. She then led Akbank’s sales and marketing automation project as its Business and Strategy Development Manager. This project took first prize at the Gartner CRM Summit. She then went onto work as a business consultant in marketing strategies for Is Bank and its associated companies. After eight years in the financial sector, she moved across to the aviation sector by joining Pegasus as its Marketing Manager. Sibel is currently responsible for brand marketing, customer insight, international communications, customer experience, loyalty and CRM at Pegasus.
COFFEE
CUSTOMER JOURNEY 16:40
THE 02 CASE STUDY: Encore – Giving the customer a reason to cheer Adam Wilson, Head of Customer Relations, The O2 • A look at how The O2 provides the tools and awareness to deliver exceptional service to our guests. • Breaking down customer interactions to the basics to allow us to reach higher. • Examples of how using new service channels allow The O2 to exceed expectations.
17:00
JAGUAR LAND ROVER CASE STUDY A day in the life of...
Adam Wilson started his career in the call centre at Ticketmaster in the late 1990’s, from there he went on to work at the London Arena Docklands where he quickly rose from assistant to the Box Office Manager. Once the London Arena closed Adam went on to become a freelance ticketing manager and then to work for some of the larger London promoters on specific UK tours as well as assisting on The Brit Awards. This freelance work then lead to Adam working for Live Nation Global Touring as the European Ticketing Coordinator for The Rolling Stones ‘Bigger Bang Tour’, Madonna’s ‘Confessions Tour’ and ‘Sticky and Sweet Tour’ as well as a host of other large acts (Barbra Streisand/Celine Dion/The Police/U2) from The Solo Agency’s roster.
17:20
In 2010 Adam was pleased to start work for AEG at The O2 Arena as a Ticketing Manager. When the ticketing platform moved from Ticketmaster to AXS in October 2012 Adam took the opportunity to take on a new challenge setting up the call centre operations for AXS and the customer service hub for The O2. Adam is currently the Head of Customer Relations for The O2 with overall responsibility for leading the Customer Service Hub and Box Office Operations.
17:40
CHAIRMAN’S SUMMARY
17:45
Networking Party and Choir With No Name
Nina Jones, Global Service Director, Jaguar Land Rover A day in the life of customer experience in Jaguar Land Rover. Hectic and challenging, but through structures, processes and most importantly people, exciting change can emerge. This session will consist of real-life stories of how Jaguar Land Rover are improving the Global customer and employee experience, one chapter at a time.
PEGASUS AIRLINES CASE STUDY: Understanding context and consumer behaviour to enhance your offer throughout the customer journey Sibel Yaman Kavuklu, Brand Marketing Manager, Pegasus Airlines Turkey’s leading low-cost carrier Pegasus Airlines’ Marketing Director Onur Dedeköylü discusses how Pegasus leverages consumer insight and context to deliver relevant offers and products with a ‘feel good’ factor and how their focus on not only the product but also the consumer and the whole experience, enhanced their product offering and experience. Onur further discusses Pegasus’ strategy to build on its unrivalled position as
CUSTOMER ENGAGEMENT SUMMIT 2015
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email: matt.sims@teleperformance.com
ROUNDTABLES TIMES: 11:20, 14:20, 15:30
IADVIZE: Real-Time Customer Engagement and Community Support, a Match Made in Heaven! Chaired By Johan Guérin, Head Of International Development, and Anne-Solène Biton, Key Account Manager How can your business build on the complementary expertise of your professional agents and brand advocates to provide exceptional customer service? Indeed, Gartner predicted that throughout 2015, one of the dominant themes in customer service and support would be collaborative customer service processes. With the combined growth of peer-to-peer and the sharing economy on the one hand and brand loyalty on the other, customers are increasingly willing to spend time contributing to a brand community. Join us to discuss these trends and find out how you can involve and empower your online community of loyal customers with community chat. We will also focus on the ROI that can be generated when community chat is combined with proactive targeting live chat. See page 34 for iAdvize profile
TIME: 11:20
PC-1: Automation Vs Human Interaction - What Model Should Digital Transformation Deliver? Chaired By: Megan Neale, Executive Director Digital Transformation, PC-1 This interactive session will challenge the approach to digital transformation and how you can keep the right balance between automation and human interaction. What Analytics should you be using? How can you take advantage of Big Data and turn data into information and knowledge to give you the wisdom of customer insight that will positively impact on the customer experience. Megan Neale with you, will explore how to use insight to determine which Digital Channels and build a model that suits your organisation and customer attributes – there is no one size fits all! To end with we will discuss the road to self service and intelligent systems to support customers and how you get the balance between automation and the human touch and speaking to a real person. What’s important to your customers and when do they want to speak to you?
TIME: 14:20, 15:30
CISCO: Virtualising Customer Experience – “It’s not about the technology but what it enables” Chaired By: phil hatton and Lee Phillips, Customer Experience Specialists at Cisco We’ve heard about the success of the Remote Advisor solution in the world’s largest building society, but what are the key attributes of delivering a great experience? In this session we will explore the key ingredients of delivering exceptional customer experiences. • Personalisation • Customer effort • Resolution See page 26 for Cisco profile
TIMES: 11:20, 14:20, 15:30
CYARA SOLUTIONS: How Successful is Your Customer’s Journey? Chaired By: Simon Foot, Director of Consulting, Ember Services • Are you virtually guessing what your customers want instead of facing the reality? • How does your customer experience really measure up? • How do you test your customer experience? See page 34 for Cyara profile
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Actively listen to your customers, and they’ll tell you how to succeed.
Listen
Understand
Share
InMoment gives you the tools to listen to, understand, and share your customers’ stories—however, wherever, and in whatever form they choose to tell them. Because when you have the full story, you’re able to act wisely and decisively to drive positive business results.
See what we do for 300+ brands in more than 90 countries at www.inmoment.com
ROUNDTABLES
TIMES: 11:20, 14:20, 15:30
DIMENSION DATA: The Digital Customer Experience – Marketing Moves into the Contact Centre? Chaired By: Tony Smith, Contact-Centre-as-a-Service, Dimension Data and Sam Wood, Marketing Leader, Dimension Data The Dimension Data Global Contact Centre Report tells us that digital customer interactions will overtake voice by 2017 – signalling the biggest change for contact centres in the last 30 years. It’s a challenge for marketing too. If future success demands that organisations build cohesive omni-channel customer journeys across sales, service and brand interactions, then marketing and customer management directors must work together to manage customer experience delivery at scale. In this roundtable we’ll consider the implications for your business and the shape of coalition between these traditionally separate business functions. • • • •
How close are you? Working together to create service excellence and brand loyalty Who owns the brand? Where service experience and brand experience meet Who owns delivery? Managing digital interactions at scale Sharing insight? The power of analytics to shape service delivery and brand engagement
See page 28 for Dimension Data profile
TIMES: 11:20, 14:20, 15:30
EQUINITI: Improving the Customer Experience for Death Notification in the Financial Services Sector Chaired By: Spencer Lynch, Strategy and Business Development Director and Guy Brodie, Head of Bereavement Services at Equiniti Spencer and Guy will lead discussion on the following areas: • Private Sector equivalent to ‘Tell Us Once’ • Digitising the death certificate • HRMC probate guidance limits and implications See page 34 for Equiniti profile
TIMES: 11:20, 14:20, 15:30
LOGMEIN: Technology and it’s Role in Customer Experience Chaired By: Adam Barley, EMEA Enterprise Executive, LogMeIn Attend this session to discuss technology adoption for better customer experience. Technology is an enabler to a better customer experience, providing you with differentiation, higher retention and increased conversion from various touchpoints. LogMeIn – simply connected – brings people, process and technology together to provide excellent customer experience. Join LogMeIn’s EMEA Enterprise Executive Adam Barley to help your company take the first steps, while looking a little further at what impact the Internet of Things (IoT) will have on the way we will all connect in future. See page 36 for LogMeIn profile
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www www.clicktools.com/demo .clicktools.com/demo CLICKTOOLS ABOUT CLICKT OOLS Since 2001, Clicktools has developed cloud applications that integrate with CRM to help businesses better understand and serve their customers. Hundreds of companies rely PO $MJDLUPPMT nBHTIJQ PGGFSJOH $MJDLUPPMT UIF QSFNJVN TVSWFZ TPGUXBSF GPS CVTJOFTT PO $MJDLUPPMT nBHTIJQ PGGFSJOH $MJDLUPPMT UIF QSFNJVN TVSWFZ TPGUXBSF GPS CVTJOFTT to integrate customer feedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent data loader, empowers non-technical users to centralize data from multiple cloud BQQMJDBUJPOT 5IF DPNQBOZ JT IFBERVBSUFSFE JO 1PPMF &OHMBOE 6, XJUI 64 PGmDFT B QQMJDBUJPOT 5IF DPNQBOZ JT IFBERVBSUFSFE JO 1PPMF &OHMBOE 6, XJUI 64 PGmmDFT in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloudŽ, the leading provider of sales and marketing effectiveness software.
US: 1-800-774-4065 | UK: 0800 0432587
sales@clicktools.com | www.clicktools.com
ROUNDTABLES
TIMES: 11:20, 14:20, 15:30
MARITZCX: Five Steps to Uncovering the Real Customer Experience Journey Chaired By: Mark Barnett, Sales Executive, MaritzCX The backbone for your successful customer experience programme is a thorough understanding of the customer and their experience with the organisation’s brand, people, product and service. This process, popularly known as customer journey mapping map is a visual representation of the customer journey. Not intended to replace quantitative planning for serving the customer, the map provides a good starting point or supplement to these by illustrating the multiple touchpoints from the customer’s point of view in a way that quantitative data alone can’t do. Five key elements captured in the map include key moments for the customer as well as positive and negative components of the experience and the attitudes and emotions that may come into play. The five are: Step One: Build the Company View of the Journey; Step Two: Build the Customer View of the Journey; Step Three: Review the Current State; Step Four: Create Customer Experience Design Criteria; Step Five: Ideate for a Better Customer Experience As a result of conducting a thorough customer journey mapping process you will have a more comprehensive understanding of your customer’s experience and will glean insights into how to make the most effective and successful improvements for the benefit of both your customer and your business. See page 36 for MaritzCX profile
TIMES: 11:20, 14:20, 15:30
MERCHANTS: You Are What You Measure Chaired By: Sandra Galer, Consulting Director at Merchants and Andrew Leach, Business Development Manager at Merchants Many organisations are still measuring what they have typically measured, they are measuring time to answer, calls abandoned, first call resolution and some form of customer satisfaction. Of these the only one with any real relevance is customer satisfaction although this is frequently being replaced by NPS or customer effort. Although Customer Effort is becoming a buzz word it is still worth considering if it is the right measure for your business. And what else should you be measuring to ensure that everything is working optimally? What is also clear is that as the use of the telephone is declining so time to answer or abandonment rates are becoming less important and less useful to manage our agents. As for first call resolution, what does that even mean anymore? With multiple channels and the use of self-service we really don’t know if a call or mail is the first time that the customer has looked for help. Why not measure customer sentiment instead? Join us as we discuss the fact that more and more of your customers are going online to talk about you, it’s not about good or bad anymore, there is a wealth of information in between. We should be measuring THAT to get a true reflection of our customers’ experience. See page 36 for Merchants profile
TIMES: 11:20, 14:20, 15:30
SABIO: Learning from consumer technology companies to deliver low effort customer experiences Chaired By: Kenneth Hitchen and Adam Faulkner, Owners, and Stuart Dorman, Head Of Consultancy, Sabio Sabio will take a deeper dive on some of the themes raised in the presentation on how silicon valley is raising the bar for customer service expectations and what todays companies should do. See page 30 for Sabio profile
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SPONSORS PLATINUM SPONSOR: Interactive Intelligence provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service, increase productivity and re-duce costs. Backed by a 21year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. Interactive has been among Software Magazine’s Top 500 Global Software and Services Suppliers for 14 consecutive years and has received Frost & Sullivan’s Company of the Year Award for five consecutive years. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com. Martina Knappe, Head EMEA Marketing T: + 44 1753 418 889 • M: +44 7773071901 • martina.knappe@inin.com
GOLD SPONSORS: We as consumers are ‘always on’. We’re constantly mobile and as such we expect our demands to be met immediately. Because we’re all demanding a much better service, customer experience is truly playing at the front and centre across all walks of our lives. The technologies we access as consumers have created challenges for the organisation trying to provide us with customer service and the organisations which do not rise to the challenge run the risk of losing ground to rivals. Cisco is now ideally placed to help you address these challenges by creating an analyticsdriven omni-channel service infrastructure that will support your needs now and into the future. Kirstie Neill, kneill@cisco.com • T: 020 8824 0880 • www.cisco.co.uk/cx 9-11 New Square, Bedfont Lakes, Feltham, Middlesex TW14 8HA
Since 2001, Clicktools solutions have helped organizations transform customer experience to consistently drive improvements and profits. The company’s flagship software, Clicktools, enables companies to collect, centralize, and act on customer feedback using surveys, call scripts, and web forms that integrate with CRM. Clicktools’ low-cost, intelligent data loader, Syncfrog, empowers non-technical users to centralize data from multiple cloud applications. The company is headquartered in Poole, England, UK with US offices in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software. Samantha Lang, Marketing Communications Manager • samantha.lang@clicktools.com T: (800) 774-4065 • www.clicktools.com
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Our clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, to provide high Return on Investment. Our award-winning customer engagement model, Confirmit Voices® provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Joe Lenny • +44 20 3053 9376 • Joe.lenny@confirmit.com
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SPONSORS
Creative Virtual is a world leader in self-service solutions that enable anywhere, anytime customer engagement. Leading organisations rely on our award-winning V-Person™ technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty. Backed by an experienced, expert team, our innovative virtual agent, knowledge management and business intelligence platform empowers organisations to provide customers with consistent, accurate, personalised and seamless omnichannel engagement. Delivering significant contact deflection and reductions in average call handling times, along with powerful customer analytics and outcome tracking, the V-Person Smart Help platform is the most compelling self-service product in the world today. For the contact information E: info@creativevirtual.com • T: +44 (0)20 7719 8332 • www.creativevirtual.com
Dimension Data is a global provider of technology and related services for advanced multi-channel customer engagement. Out solutions support more than seven billion customer and citizen interactions every year for clients the world over. Today we are leading the development of cloud-based solutions that give our clients valuable operational flexibility and economic freedom as they evolve their customer and citizen management operations to meet the demands of a multi-channel world. Technology is only part of what we do. Through benchmarking and consultancy, and by running our own customer management and business process outsourcing business, we bring a unique insight to organisations eager to keep pace with evolving consumer expectations. Tony Smith • 44 (0)7964 899 891 • tony.smith:@dimensiondata.com • www.dimensiondata.com/CCaaS
eDigitalResearch is the leading provider of SaaS Voice of the Customer programmes & empower businesses to make critical decisions through customer insight. By combining our proprietary technology with focused insight and thought leadership, we’re able to provide a truly unique solution – from real-time closed-loop customer feedback to Panels and Communities. At eDigitalResearch, we believe it is crucial that technology and research expertise work and develop and-in-hand to keep ahead of the evolving needs of our clients. Only in this way can we maintain our leading position, reputation and track record of growth that we have enjoyed since we pioneered digital customer insight in 1999. eDigitalResearch, Vanbrugh House, Grange Drive, Hedge End, Hampshire, SO30 2AF +44 (0) 1489 772920 • +44 (0) 1489 772922 • www.edigitalresearch.com
Ember Services is a customer management consulting and analytics services business with a deep understanding of what drives performance, and how to effect change. We deliver financially driven customer management strategies and operational delivery solutions that increase commercial value from customer operations. Recommendations are derived from robust analysis that validate investment decisions and help organisations to realise commercial value from their customer engagement activities and achieve tangible business benefits. Our advice is based upon years of first-hand experience as customer management practitioners. We offer wide-ranging and complementary skills and provide industry insight and independent viewpoints on best practice to create innovative and tailored solutions. Sue Rix E: sue.rix@emberservices.com • M: +44 (0) 7494 559488 • www.emberservices.com
Grass Roots helps brands connect with the people important to their business: customers, employees and channel partners. Our products and services are based on the fundamental principles of 'communicate, educate, measure and reward', to drive acquisition, retention, advocacy and business growth. We've been in business since 1980, and can also tick all the right boxes when it comes to technology, process, systems and support. All over the world, we're inspiring people. Sarah Wood, Client Director, Customer Engagement T: +44 1296 739990 • M: +44 7885 433020
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The next wave of the Internet lets teams work without walls cisco.co.uk/cx cisco.co.uk/ k/cx
SPONSORS
InMoment™ is a cloud-based customer experience (CX) optimisation platform that helps brands leverage customer stories to inform better business decisions and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to more than 350 brands in 95 countries. The company is the leading VoC vendor for the food services, hospitality, retail, and contact centre industries, with expertise in B2B, financial services, lodging, and numerous others. For more information, visit www.inmoment.com. Duncan Ramm, Account Development Manager E: dramm@inmoment.com • T: 07539176439 • www.inmoment.com
We help people fall in love with their brands and become the walking talking adverts for their organisation. This is done by unleashing the power of emotion in your organisation, resulting in millions of engaged employees and customers. We help our clients go ‘somewhere new’ – to create the ‘missing ingredient’. So nothing we do is off the shelf. Ever. Instead we take the time to engage with your people and learn about your brand. We then craft a bespoke experience combining real science and creativity that brings your brand to life for both employees and customers. Will Sargent, Director • will@nkd.co.uk • 0203 4700 238 James Hynes, Client Services • james@nkd.co.uk • 0203 4700 248
KPMG Nunwood provides an end-to-end approach to customer experience management: a platform to move organisations from the desire to excel, through change, to leading performance. To do this, KPMG Nunwood combines voice of the customer / NPS Programmes, customer journey mapping & experience design and customer experience strategy, helping clients to tackle common customer experience problems more effectively. KPMG Nunwood’s Excellence Centre provides the basis for this, as one of the largest international studies of best practice, it focuses on researching, analysing and applying customer experience best practice from around the world. Tim Knight, Director, KPMG Nunwood T: 07812 022538 • E: Tim.Knight@kpmg-nunwood.co.uk
Sabio, winner of the 2015 Avaya Technical Excellence Award, is a customer contact technology specialist focused on delivering exceptional customer service strategies and solutions, partnering with leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services working with many major organisations across the UK including Argos, Brewin Dolphin, Business Stream, Eurostar, Leeds City Council, Office Depot, Unibet, Yorkshire Building Society and multi-award winning Lebara Mobile. For more information, visit www.sabio.co.uk, follow us on Twitter at http://twitter.com/sabiosense, or contact: E: info@sabio.co.uk • T: 0330 0240 216
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Contact Centr Centree as a Service is the new way to achieve best-in-class multi-channel customer engagement. Pay only for the technology you use. No lazy assets. No wasted capacity capacity.. Freedom Freedom to flex: Scale capacity up or down to match peaks and tr troughs oughs in customer demand. Freedom Freedom to experiment: Experiment with new functionality and advanced applications to pr prove ove their value for your business. Fr Freedom eedom to plan: Look ahead with confidence, knowing we will maintain CCaaS’ leading-edge status. A compr comprehensive ehensive suite of contact centr centre e technology deliver delivered ed via the cloud.
Find out how Contact Centr Centre-ase-asa-Service can secur securee your customer management futur future. e. Email us at info.CCaaS@dimensiondata.com www.dimensiondata.com/CCaaS www.dimensiondata.com/CCaaS
SPONSORS
Founded in 2008 in Germany, our methods entice the participants from their passivity, involve them and give them lots of scope for active participation, networked interaction and creativity. The result: live communication comes to life in the truest sense of the word. Real-time voting, the interactive and networked development of ideas, strategies and solutions and collective games are the very opposite of conventional, cognitively overloaded information events. With 4 offices worldwide and over 3500 meetings & events supported we are focused on turning the audience into participants Héctor A. Venegas, Dipl. Jur., CEO. SwarmWorks Ltd. Langbaurghstr. 17, 53842 Troisdorf, Germany T: +49 2241 12352 25 • M: +49 151 24028571 • E: hector.venegas@swarmworks.com www.swarmworks.com
Teleperformance is the worldwide leader in outsourced multichannel customer experience management with around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands 2014”. We help brands develop and evolve their customer experience strategies whatever the channel used to help clients optimise the value of their customer relationships at every stage of the customer lifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people, regardless of channel or device - to help them achieve their desired outcomes. Our business succeeds through our greatest asset - our people, to help brands succeed in theirs. William Carson, Head of Market Engagement E: william.carson@teleperformance.com • T: 07967 698 709
“Xceed is the leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of more than 2,200 web enabled multi channels stations. Xceed manages various outsourcing agreements with key government & commercial accounts in different European languages. Xceed core objective is to deliver superior quality and value to its clients in every aspect of the CRM cycle. "Xceed currently operates from (4) sites within Cairo; two of the sites are operating full time. The other site is utilized as back up site for business continuity purposes. Capitalizing on its ground breaking success, Xceed has an additional contact center in the Morocco technology Park; “CasaNearshore Park. Xceed manages programs for clients covering (4) different continents, in (7) different languages”. Hossam Nazmi, Sales and Marketing Director T: +202 3776 3000 • F: +202 3776 3001 • D: +202 3776 3014 • M: +2012 22120 007 Hossam.Nazmi@xceedcc.com • www.xceedcc.com
Zendesk is a beautifully simple customer service platform. Using Zendesk, companies build upon and evolve through three pillars of the platform. At each stage of their progress, companies achieve greater engagement and form better relationships with their customers - the keys to maintaining a competitive advantage. Today more than 64,000 companies use Zendesk to provide service to millions of people worldwide. www.zendesk.com Patricia Hyde, Field Marketing Manager • E: patricia@zendesk.com • www.zendesk.com
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FRIDAY 2ND DECEMBER 2016 VICTORIA PARK PLAZA, LONDON The inaugural 2016 Engage Awards takes will be held on the same day as our flagship Customer Engagement Summit, now in its 5th year and recognised as the largest and most prestigious customer and employee engagement event in Europe. Our aim is to quickly establish the Engage Awards to the same pre-eminent position. The Awards will showcase organisational excellence and also recognise individuals who have accomplished significant achievements within the customer and employee engagement market. The Engage Awards generates a great return for all entrants. Entering the Awards offers access to our respected judges, networking events and business leaders at the awards night, entry includes a complimentary seat at the ceremony. Our panel of impartial and highly recognised industry experts will judge this year’s inaugural Award categories which cover strategic areas of engagement capturing examples of excellence from organisations that are directly improving their customer and employee engagement strategies, improving retention, loyalty, productivity and bottom line performance. Good luck and we look forward to receiving your entry!
Celebrating inspirational customer and employee engagement excellence
www.EngageAwards.co.uk For sponsorship information contact Nick Rust: E: nick.rust@ebm.media • T: 01932 506 301 • M: 07968 416007 Engage Awards are organised by Engage Business Media Ltd. Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG
SPONSORS SILVER SPONSORS: iAdvize is the leading real-time customer engagement platform in Europe. Its smart monitoring, filtering and targeting solution enables businesses to connect with the right online customers, on social media and on their website via Click to Chat, Click to Call and Click to Video. This approach helps transform visitors into customers and customers into brand ambassadors. With Community Messaging, loyal customers can join brand communities and take part in enhancing the online customer experience of the brands they support. The 150 key performance indicators within the platform enable businesses to monitor the impact on satisfaction and sales. Thanks to iAdvize, leading companies worldwide, including House of Fraser, Air France, Monster Worldwide, Europcar and Lacoste, have boosted online sales, reduced contact costs and improved customer satisfaction. iAdvize is used by 2,500 websites in 40 different countries. E: contact-uk@iadvize.com • T: +44 (0) 203 445 0904
Cyara is the world’s fastest growing provider of an omnichannel customer experience testing and monitoring platform. Founded with a focus on making its customers successful, Cyara enables rapid innovation of the customer experience to achieve better customer outcomes, while dramatically reducing the cost of development and testing, and minimizing the risk of exposing customers to poor customer experiences. The Cyara Platform provides a foundation for organizations designing and testing the customer experience throughout the testing lifecycle, across all customer interaction media, and across the entire technical architecture. Typically Cyara customers innovate 40% to 70% faster than their peers, and reduce the time and expense for testing their software by a third or more compared to manual testing, while providing better test coverage to identify and correct issues in their customer experience environment. In addition to testing, Cyara also provides active monitoring of the customer's environment. From self-service applications to voice biometrics, Cyara provides leading-edge solutions to some of the most recognizable brands in the world. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara Platform. Chris Limm, Sales Director UK & Ireland, Cyara Chris.limm@cyara.com • 07798 694767 • www.cyara.com
Smart solutions in a complex and changing world The world has never been more complex, daunting or exciting. Game-changing technologies. Greater choice. A constantly shifting environment. For those who rise to the challenges, the opportunities and rewards are limitless. To stay ahead, you need the support of an intelligent provider and that's where we come in. Our activities are often mission-critical but not core to your business. We take care of these, leaving you free to focus on what matters most. We provide sophisticated administration, processing and payments services powered by up-to-theminute technology. We keep things running smoothly for some of the best-known brands and public sector organisations in the UK. We are always looking to improve and extend the range of services we offer, because you can never be too ready for the future, whatever that future looks like. Spencer Lynch, Director of Strategy and Business Development, Bereavement Services M: +44 (0) 7425 626 653 • www.equiniti.com
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CUSTOMER ENGAGEMENT SUMMIT 2015
Fizz™: Voice Voice o of the Customer S Software offtw t are Help colleagues create customer excellence.
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Experience Design and Journey Journey Mapping
Tim Knight Director tim.knight@kpmg-nuwood.co.uk tim.knight@kpmg-nu wood.co.uk 0781 07812 2 022538
Strategic Insight and In Investment vestment Analytics
NPS,, NPS Measurement and Voice Voice i off the th Customer
www www.nunwood.com .nunwood.com
Fizz Fizz™: ™: V Voice o oice of the Customer Software Sof tware
David Da vid Con Conway way Director david.conway@kpmg-nunwood.co.uk da vid.conway@kpmg-nunwood.co.uk 07812 191241 0781 21 91241
SPONSORS SILVER SPONSORS: Simplifying how people connect to their colleagues, employees, devices and the world around them to solve some of the world’s most complex problems, LogMeIn has grown to become one of the world’s leading SaaS companies with over 800 employees in 8 offices around the world. Having connected over 300 MM devices to a LogMeIn cloud service since 2003, we have not only capitalized on but fueled the modern way of working – remote, efficient, mobile, productive. And we’re continuing to transform business and lives by helping build the “Internet of Things”. All of this is possible through our simple edifying belief that possibilities increase with connectivity. Marie Kruger, EMEA Regional Marketing Manager 1-9 Hills Place, 5th Floor, 215/217 Oxford Street, London, W1F 7SA, United Kingdom E: LogMeIn.com • T: +44 20 7851 9701 • M: +44 798 4701 659
MaritzCX started with the simple idea that businesses need more than scores and reports to meet their customer experience (CX) challenges in the 21st century – and that idea drove us to combine the deep expertise of a proven research leader with the speed and innovation of a modern tech startup. The result is a faster, smarter approach to CX that gives businesses the power to see, sense, and act on the experiences of every individual customer – across every touchpoint-live. E: ben.anderson@maritzcx.com • DL: +44 (0)1494 590659 • www.maritzcx.co.uk
Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors. We think, design and deliver integrated customer experiences. Follow us on Twitter @CCMerchBPO and LinkedIn Lisa Roos , Business Development Director, Merchants E: Lisa.Roos@merchants.co.za • T: +27 83 3951309 • www.merchants.co.za
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CUSTOMER ENGAGEMENT SUMMIT 2015
W We eu unleash nleash the t he p power ower o off p people-fuelled eople-fuelled b brands r a n ds
75 Wells Street – 2nd Floor, London W1T 3QH United Kingdom T. +44 (0)203 4700 230 hi@nkd.co.uk
EXHIBITORS
Customers are extremely important. If it is difficult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why shaping customer interaction by delivering a unique customer experience at every customer touchpoint is a key part of running a successful business. From its global network of 26 sites and Building on Bosch’s reputation for high standards and excellent service; Bosch Service Solutions design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investments. www.boschservicesolutions.com Jackie Chapman, Head of Business Development E: Jacqueline.Chapman@uk.bosch.com • T: 07971 069 497 Isobel Rogers, Business Development Manager E: Isobel.Rogers@uk.bosch.com *• T: 07964 110 840
C3 Partners brings a radically different approach to transforming organisational performance, that is centred unambiguously on the customer. Our Customer-Centred Framework is used by leading organisations in both Public and Private Sectors to put their customers at the heart of everything they do. The framework builds a dialogue with customers that reveals the clearest possible view of performance. Using the customer as a compass we simplify complexity, inform strategic choices and guide implementation. Our people are recognised leaders in the field of customer-centred transformation. Many have held senior roles in prominent businesses that have flourished by being customer centred. E: contact@c3-partners.com • T: 0207 101 0737 • www.c3-partners.com
Eptica is a leader in multichannel and multilingual customer interaction management software, covering the email, web, social media, chat and agent channels. The Eptica customer engagement platform is designed around a central knowledge base, powerful workflow and Eptica Linguistic Services™, advanced linguistic capabilities that enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service. Available on premise or as a Software as a Service solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice. Pauline Ashenden, Marketing Manager UK & Ireland E: pauline.ashenden@eptica.com • T: +44 (0)118 949 7072 • www.eptica.com
For over a decade numero has helped organisations to deliver exceptional customer experiences and transformational change via our technology and consultative services. numero solutions have been designed from the ground up to address the challenges of an omni-channel world where organisations need to effectively streamline complex customer journeys and maximise returns. numero ensures that communication with the customer is intelligently analysed, routed through the right business process and acted upon irrespective of the channel. Our solutions include Customer Self Service, Contact Centre, Social Media, Intelligent Automation & Robotics, Unified Agent Desktop and Business Transformation & Consultative services. Phil Capper, Account Director E: Phil.capper@thisisnumero.com • T: +44 161 475 0314 • M: +44 7921 749 785 www.thisisnumero.com
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EXHIBITORS
Pitney Bowes (NYSE: PBI) is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For additional information, visit Pitney Bowes at www.pitneybowes.com/uk Post-event inquiries: Marian Kennedy, Customer Engagement Specialist T +44 (0) 1491 416814 • M +44 (0) 7860 910857 • marian.kennedy@pb.com • pitneybowes.com/uk Pitney Bowes, The Smiths Centre, Fairmile, Henley-on-Thames RG9 6AB
Transform the way your people engage with your customers The changing market place, enhanced customer expectations, and the capability to develop people when time and budgets are restricted are just a few challenges impacting on our clients businesses. These can be barriers preventing your people having consistently brilliant conversations – essential if you are looking to influence customers buying decisions, enhance your customer service or create a customercentric culture that drives greater loyalty. The power to influence and manage these customer experiences relies on ensuring your people are more skilled, motivated and customer focused than you thought possible. To make this happen deep connections between your people, your customers and your organisation are required. Procter will help you create a tailored development approach that changes mindsets, breaks existing habits, and enables your people to think and act in a fresh, different, and customer focused way. Typically we work with clients to – • Inspire Customer Focused Mindsets – break existing habits and empower your people to think and act in a new, different and focused way. • Build courageous and connected leaders – we help them to see the impact of their actions and develop the skills to transform their team’s performance. • Deliver consistently brilliant conversations – we can give your people the vision, belief, skills and motivation to deliver consistently brilliant conversations. Want to know more? Contact us at hello@procter.co.uk. Rebecca Grey-Smart, Head of Client Services E: rgrey-smart@procter.co.uk • T: 07976 749275 • www.procter.co.uk
SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable customer relationship management (CRM) solution on the market. By placing the individual at the center of its solution, SugarCRM is putting the “i” in CRM and empowering people at all levels of an organisation to better understand and engage with customers. Based in Silicon Valley, SugarCRM is backed by Goldman Sachs, Draper Fisher Jurvetson, NEA and Walden International. More than 1.5M individuals in over 120 countries rely on SugarCRM. Evi Richard, Marketing Manager, EMEA +49 89 1 89 17 22 55 • erichard@sugarcrm.com • www.sugarcrm.com
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CUSTOMER ENGAGEMENT SUMMIT 2015
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PARTNERS
Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputation for openness and support amongst its members. Our events and our members’ interactions typically represent genuine knowledge sharing in the interest of furthering the study and practice of Business Psychology. In this context, the ABP continues to encourage and facilitate networking amongst all academics and practitioners in our membership in order to share knowledge and professional experiences. We facilitate this networking through: • Online discussion forums • Regional speaker events • Local networks’ meetings • Annual Conference Additional networking, coaching, peer-review and mentoring arrangements can also be initiated via our ABP Connections service. E: admin@theabp.org.uk
Formed in 1994, the CCMA is the longest established association representing the call centre industry in the UK. We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments. The Associations board is made up of call centre professionals who work full time in the industry and give up their time voluntarily to support the association and its members. T: +44 (0)844 8000623 • E: info@ccma.org.uk www.ccma.org.uk • www.ukcontactcentreawards.co.uk @ccmatalk
The IDM is a modern, forward-looking institute, alert to new and emerging applications of technology in marketing. It is dedicated to keeping the profession abreast and skilled in new techniques, new media and new practices. Our training portfolio includes over 40 short courses and a range of qualifications from Award level through to Postgraduate. Every training experience is devised by real-world practitioners with a proven track record of success, committed to developing your capability to do more, better, faster. Over the last 25 years we’ve trained 70,000 professionals across 28 countries and have a rapidly growing alumni of IDM-accredited marketers. Harsha McArdle, Head of Events E: harshamcardle@theidm.com • T: 020 8977 5705
Purple Cow Media stands for editorial excellence, independent voices, high-quality research and clean, eye-catching design. We love the internet, social media, blogs and platforms, but we are passionate about print: print confers value, exclusivity and a tactile relationship with the product. People turn to the Internet for news, opinion and chatter; people turn to magazines because they reflect something about the reader's life and aspirations back to them. Any magazine carrying our logo means cutting-edge, challenging and hype-free content, coupled with hard-hitting, topical features. We promise to give a platform to emerging thinkers and strategists, not just the usual suspects. Jon Yarlett • E: jony@purplecowmedia.net
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BRILLIANCE WITH CUSTOMERS ...requires consistently good delivery of customer basic needs, allowing you to inspire them with your innovation innovation. Getting the blend right transforms performance. The C3 Partners Customer-Centred Framework ...enables you to deliver this, using your customers as your compass.
Customer Centred Business Tr ansformation Transformation
w c3-partners.com t 0207 101 0737
Recovery Innovation Basics
PARTNERS The Peer Awards celebrate innovative customer, employee and community engagement initiatives. They are unlike any other in that the selection of winners is transparent. This is because entries are judged by peers (other finalists) rather than by a preselected panel of ‘experts’. This open approach means that people have the opportunity to learn from one another and to connect with inspirational fellow professionals. Winners are announced and celebrated at a special awards ceremony in a Central London hotel, and feature in the Independent newspaper and at The Times website. The Peer Awards are judged online and so are entirely global. Stephen Citron E: stephen.citron@ThePeerAwards.com • T: 020 8395 8886
Raising Standards in Customer Operations As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking. Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership T: 0333 123 5960 • E: info@theforum.social
BOOK PROMOTIONS Described by the Financial Times as "the most refreshing approach to diversity I have read", Rewire offer a new perspective on tackling diversity and difference in the workplace. It critiques current thinking and practices that are responsible for slow progress in this area, while offering a new, holistic and tactical perspective that leverages what we know about influencing and changing people’s mind-sets. The authors, who have worked in a number of leading organizations, including Caterpillar, American Express, HSBC, Towers Watson and the NHS, put forward a new approach, based on years of experience of achieving both individual and organizational change. They present a wide range of social, psychological and organizational factors that influence how we think and operate, as well as a practical method to create more inclusive, effective and innovative environments. Pooja Sachdev E: pooja_sachdev@hotmail.co.uk • T: 07957584492 Twitter: @poojasachdev77 • Facebook: https://www.facebook.com/RewireDiversity
My Steam Engine Is Broken/The Human Energy Organisation The Human Energy Organisation’s eGap diagnostic allows organisations to explore the ‘human energy gaps’ that exist in even the most forward-looking operations. The sophisticated but easy-to-use online diagnostic reveals the gaps between employees’ aspirations and their actual experience of the workplace across the ten core organisational dimensions explored in My Steam Engine Is Broken: Taking the organisation form the industrial era to the Age of Ideas. Each organisation’s unique profile reveals and quantifies the key dimensions (Control, Leadership, Communication etc.) where employee dissatisfaction is leading to disengagement and loss of energy. The Human Energy Organisation www.humanenergy.org.uk Dr Mark Powell, Partner, mark@humanenergy.org.uk • T: 07920 835556 Jonatan Gifford, Partner, jonathan@humanenergy.org.uk T: 07720 884320
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CUSTOMER ENGAGEMENT SUMMIT 2015
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+44 (0) 1489 772920 inf info@edigitalresearch.com o@edigitalresearch.com edigit edigitalresearch.com alresearch.com twitter.com/eDRtweet twitterr.c . om/eDRtweet
ENGAGING CUSTOMERS AND EMPLOYEES BY LOOKING GOOD When thinking about your customers, and how they perceive your business as a market leader, trust remains a key issue, and should not just be left to the ‘CSR’ agenda in the organisation. You can make a real difference through the way that you engage with your employees and build on the commitment that they can have to you as a trusted and good employer and brand to work for. Who wouldn’t want their brand to have a soul, and to have a business filled with good people who care. For employees to get better engaged, trying to find initiatives and activities that are valuable, meaningful, relevant and yet fun is tough. Aligning with charities has long been a possibility but this brings real challenges about how best to engage and to benefit all concerned in the most meaningful way. It’s long since established that ‘painting rooms’ is actually not as useful or appreciated as we’d like to think. A group of well-meaning accountants or call centre agents trying to build a shed or dig up weeds – while great for team building - in most cases is doing little for the good causes they seek to help. Sometimes it is cheaper and better for the charity to get a professional in to do it. So what can you do that is good? At today’s conference you can experience just a taster of how Volume48 can help bridge the gap between employee engagement and effective charity initiatives for your business. All our events are carefully selected to be genuinely positive for you, your teams and the causes we work with. Volume48 work with smaller charities who are usually less able to coordinate valuable engagement with businesses. One of our charity partners, for example, is a choir: the ‘Choir with no name’ who are here today. This charity primarily support people who have experienced homelessness, by bringing them together to find comfort and companionship through song. They ask for no auditions, and offer no judgement. Once a week they all sing together, offering those who attend both food for the body, and
food for the soul. They’re truly wonderful and unique, and need all the help they can get to keep going. And you can join in. Both today and through employee events in the future that will make everyone just that little bit happier. Volume48 are delighted to present “Choir with No Name” at today’s conference, they are here today not just as the charity partner of the Engage Summit, but as an example of the new style of customer and employee engagement opportunities where everyone benefits. As an example, one of the events we offer is a singing workshop with the choir. You’ll be led by talented, committed people who had lost their voice in society, but are now part of something bigger, and have truly found themselves. The day is uplifting, empowering, and something never forgotten. And you can do this for your staff. Volume48 support the choir and other charities by working with them to put on professionally managed employee engagement programmes to use as training, away days, team-bonding or something a little out of the ordinary. Volume48 will work with you to find the best bespoke days and programmes to work on with you and your teams. We look forward to talking more about them with you, and hearing about your interests and challenges for finding ways to get your staff fulfilled and engaged, as well as to find the soul of your brand through your people.
www.volume48.co.uk 0208 953 4749 info@volume48.co.uk 46
CUSTOMER ENGAGEMENT SUMMIT 2015
CREATING
FUSION approach h to custom employee engagement is easier than you might think.
actio and rewarding can all be ng behaviours and results r achieved seamlessly through a single programme. ogramme. The end result is loyalty, advocacy and increased returns from the people important to your business, stronger and more developed customer relationships, passionate employees, and competitive advantage.
Jamie Thorpe +44 (0)1442 829400 w www.grassrootsgroup.com ww.grassrootsgroup.com
It’s all about FFusion usion - come and pay us a visit on ST STAND TAND A 9 or at the Employee & Customer Engagement session (2:20pm in Hall 1) and let us show you what we mean.
OFFICIAL SUMMIT CHARITY The Choir with No Name are delighted to be the official charity partner of the Engage Customer conference. We run choirs primarily for people who have experienced homelessness with the aim of enabling members to make friends, build confidence and find their place in society. We have two choirs in London, one in Liverpool and one in Birmingham, with over 120 active members and counting! For many of our choir members the support of family and friends is absent. We provide a positive space where they can come together in trust, support each other’s endeavours, musical or otherwise, and offer an opportunity to learn new skills and forge lasting relationships. We were founded on the premise that singing makes you feel good - it distracts from the negative things in life and is proven to be beneficial to both physical and mental health. The choir also offers support beyond singing. After each rehearsal we sit down together for a hot meal where staff and volunteers are on hand to offer support and a good chat! One of our most exciting projects is our pilot ‘Moving On Up’ programme, in which members of our North London choir are offered one-to-one time with a
dedicated member of staff to work towards their aspirations, both musically and in other areas of their lives. “People don’t realise that anybody can find themselves homeless for all sorts of reasons: I was lost and didn’t know how to find any direction. Quite simply, The Choir with No Name has given me something to live for." Bill, choir member. Ultimately, we want all our members, volunteers and audiences to enjoy themselves, so having a laugh in rehearsals and at performances is crucial. We’re an ambitious bunch, and have high hopes for the future so your support today can help us grow, and continue to provide hope and happiness to hundreds of people affected by homelessness every year.
If you’ve enjoyed our performance here today, come and join us at our Big Christmas Singalong concert on December 11th at the Royal Festival Hall. Tickets £12 with 20% discount for group bookings of 10+. For details of where to buy tickets, visit www.choirwithnoname.org/come-gig or e-mail rachel@choirwithnoname.org for more information Follow us on twitter: @choirwithnoname or Like us on Facebook: www.facebook.com/choirwithnoname
TO DONATE:
https://www.justgiving.com/CES2015/ Text FAN to 70300 to give £5 a month or:
www.choirwithnoname.org/get-involved/donate CUSTOMER ENGAGEMENT SUMMIT 2015
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Established in 2005, with ofďŹ ces in France, Japan, China and the United States, Aldebaran designs, produces and sells interactive and caring humanoid robots. Aldebaran currently has over 450 employees involved in the development and production of robots. Aldebaran believes in a future where interactive, communicating robots will accompany humans in their jobs and homes and assist them in their daily life. Our robot family today consists of three robots: NAO, Pepper and Romeo. With the exception of Romeo, who is today still a research platform, our robots are used in more than 70 countries in various sectors, such as research, education, retail, care, tourism, entertainment and much more. Aldebaran is a SoftBank Group company, holding 96% of its capital.
www.aldebaran.com emea-sales@aldebaran.com
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+44 20 3053 9333
CUSTOMER ENGAGEMENT SUMMIT 2016 F R I D AY, 2 D E C E M B E R 2 0 1 6 VICTORIA PARK PLAZA, LONDON The only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer retention, loyalty and business performance and profitability.
ENGAGEMENT IN FINANCE ALSO COMING NEXT YEAR 21 CUSTOMER & RETAIL FORUM DIRECTORS FORUM FUTURE OF THE CONTACT 11 CENTRE LEADERS FORUM INTERNAL COMMUNICATIONS 03 DIRECTORS FORUM EMPLOYEE ENGAGEMENT 14 SUMMIT 2016 02 ENGAGE AWARDS VOICE OF THE CUSTOMER 12 DIRECTORS FORUM For sponsorship information contact: MAR 2016
APR 2016
OCT 2016
FRIDAY 21ST OCTOBER 2016
NOV 2016
THURSDAY 3RD NOVEMBER 2016
FRIDAY 11TH MARCH 2016
THURSDAY 14TH APRIL 2016
DEC 2016
MAY 2016
THURSDAY 12TH MAY 2016
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CUSTOMER EXPERIENCE STRATEGY AND INNOVATION LEADERS FORUM
JUN 2016
THURSDAY 23RD JUNE 2016
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CUSTOMER ENGAGEMENT TRANSFORMATION DIRECTORS FORUM
SEP 2016
FRIDAY 23RD SEPTEMBER 2016
FRIDAY 2ND DECEMBER 2016
Nick Rust - E: nick.rust@ebm.media • T: 01932 506 301 Claire O’brien - E: claire.obrien@ebm.media • T: 01932 506 308
engagecustomer.com engageemployee.com engageawards.co.uk @EngageCustomer @EngageEmployee #EngageSummits