2017 Customer Engagement Summit Event Guide by Engage Business Media

CUSTOMER ENGAGEMENT SUMMIT 2017

OFFICIAL EVENT GUIDE

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

THE NEED FOR AGILITY IN THE AGE OF DISRUPTION

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THE TEAM

WELCOME

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

A very warm welcome to our sixth ﬂagship Customer Engagement Summit, a seminal event that is now ﬁrmly established as Europe’s premier and most highly regarded customer and employee engagement conference. The Summit has gained an enviable reputation for delivering leading edge world class case-study led content in a business-like yet informal atmosphere which is highly conducive to delegate, speaker and sponsor networking. Our CPD accredited Summit is also recognised for its educational value. It’s a place both to learn and do business.

James Hitchinson Sponsorship Sales james.hitchinson@ebm.media T: 01932 506 305 Dan Skinner Membership Sales dan.skinner@ebm.media T: 01932 506 307

The overarching theme of this year’s Summit is ‘The Need for Agility in The Age of Disruption’ as continuing advances in technology and the new business models that are being spawned continue to forge fundamental changes in the ﬁelds of both customer and employee engagement. Delegates will be treated to a mouth-watering line of speakers from organisations as diverse as Uber, Amazon, easyJet, Levi Strauss, Leon, Waitrose, Heathrow, Samsung, Google, UNICEF, Daily Mail, Virgin Media, Metro Bank and Bupa. Hosting our Summit once again is London’s iconic Westminster Bridge Park Plaza which this evening is also the venue for our second annual Engage Awards, the only customer and employee engagement Awards programme.

Dan Keen Membership Sales dan.keen@ebm.media T: 01932 506 306 Hannah Mulea Marketing Executive hannah.mulea@ebm.media T: 01932 302 112 Sabrina Clarke Finance Department ﬁnance@ebm.media T: 01932 500 103

WELCOME

New for this year we have our exclusive Customer Engagement Summit app, where you can see who else is attending and start networking straight away, organise meetings in our 1-2-1 Networking Lounge, access all event information in real time, view the agenda and speakers, take part in interactive polling and share your own updates and content via the event news feed. Attendees can also post comments and information on the event feed and provide feedback with the app survey. These additions and improvements are all designed to enhance the customer experience enjoyed by delegates, speakers and sponsors at the Summit. Have an enjoyable and productive day. Steve Hurst, Editorial Director

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, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

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CONTENTS Visitor Information Sponsors Whats On Agenda Summary Summit Speakers Floorplan

4 6-7 9 10-11 12-15 16-17

• • • • •

KEYNOTE STAGE

KEYNOTE STAGE Chair’s Introduction Putting Customer Engagement Strategies into a Proﬁtability Context Levi Strauss Case Study Customer Engagement Starts with Engaged Contact Centre Agents Leon Restaurants Leadership Interview

CONFERENCE PROGRAMME – HALL 1 Customer Engagement Transformation, Part One Customer and Employee Engagement, Part Two CX Strategies for The Customer Journey, Part One Engaging with The Digital Customer Across The Enterprise The Future of Work

HALL 1

• • • • •

CONFERENCE PROGRAMME – HALL 2 Customer Engagement in Utilities & Financial Services Innovative and Disruptive Strategies in CX, Part One Employee Reward Recognition and Retention Customer Engagement Across the Enterprise Customer Engagement in AI, IoT and Robotics

HALL 2

• • • • •

,CONFERENCE PROGRAMME – HALL 3 Customer Engagement in Retail, Part One Evolution of VOC and VOE Across The Enterprise Innovative and Disruptive Strategies in CX, Part Two Customer Engagement in Transport, Financial Services and Retail Customer Data and Privacy Including GDPR

HALL 3

• • • • •

CONFERENCE PROGRAMME – HALL 4

©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.

FOCUS GROUP

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions.

Customer and Employee Engagement, Part One Future of The Contact Centre Customer Engagement Transformation, Part Two The Evolution of CX Service Design CX Strategies for The Customer Journey, Part Two

HALL 4

• • • • •

FOCUS GROUPS • The Importance of CX Governance • What is The Evolving Role of Social in The Future of Digital Customer Experience?

Platinum Sponsors Gold Sponsors Silver Sponsors Bronze Exhibitors

58-63 65 67 69-72

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

VISITOR INFORMATION

SUMMIT HOURS: 08:15 – 09.00

Registration & Coffee

09:00 – 10.30

Plenary Sessions

10.30 – 11.00

Networking & Coffee Break

11:00 – 13.00

Presentations & Focus Groups

13:00 – 14:00

Networking & Lunch

14:00 – 15:00

Presentations & Focus Groups

15.00 – 15.30

Networking & Coffee Break

15:30 – 17:40

Presentations

17:40 – 18.30

Drinks & Networking Party with Entertainment

18:30

Event Close

Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. At the Drinks Networking Party on Lower Level 2 at the end of the day a complimentary Beer and/or Glass of wine is provided. • • • • •

Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break Drinks Networking Party with entertainment

Cloakroom: There are free cloakrooms available for delegates. These are located on the ground ﬂoor near the main entrance.

Wi-Fi: There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network: Park Plaza Hotel Resorts and use the passcode: CES17

Join the Conversation: #EngageSummits @EngageCustomer

First Aid: Please visit the reception desk on the ground floor should you require assistance. Canvassers: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show. Business Amenities: Amenities at Park Plaza Westminster Bridge Hotel London include: 31 meeting rooms; an Executive Lounge and free Wi-Fi throughout the hotel. Guests can invest in their well-being with a workout in the fitness centre, featuring a 15-metre swimming pool, and a revitalising treatment from Europe's first Mandara Spa. Travel: Waterloo and Westminster tube stations are a five-minute walk from the Westminster Park Plaza hotel.

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SPONSORS

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EXHIBITORS

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FOCUS GROUPS - JOIN IN ON THE DISCUSSION!

BOO YOU K PLA R CE

WHAT’S ON

The Importance of CX Governance

What is The Evolving Role of Social in The Future of Digital Customer Experience?

In an agile, realtime world, how do we balance the need to act both fast and smart?

Social has fundamentally changed businesses and promised a new kind of customer relationship. Brands know they need to be actively a part of the social ecosystem, but they aren’t sure if their social marketing efforts are paying off. Today, brands focus almost exclusively on big social networks like Facebook and Twitter where engagement is already low and dropping. Which is why they need to streamline and optimise their social efforts to become savvier at understanding what their customers want as well as when they are likely to be receptive to brand messages.

• Where does CX responsibility now reside? • How do we empower the front line to take the initiative, yet at the same time maintain control. • What frameworks are there to ensure appropriate CX Governance? • These topics and more will be explored in this round table as we share best practice examples around CX Governance.

Session 1: Session 2:

11.00 – 12.00 14.00 – 15.00

DOWNLOAD & NETWORK TODAY Download the ofﬁcial 'Customer Engagement Summit 2017' event app and begin networking today! • • • •

Access all event information in real time View the agenda and speakers View sponsor proﬁles See who else is attending and start networking now - send them a message or save their proﬁle • Share updates and content via our event news feed • Access exclusive content from our speakers & sponsors each day in the lead up to the event

To download: Using your smartphone or tablet search Engage Business Media in either the Google Play or the App Store. Once you have downloaded the app, please enter the email address that you used to register to the event with to gain access.

Session 1: Session 2:

11.00 – 12.00 14.00 – 15.00

AFTER EVENT PARTY Don’t miss out on a refreshing bottle of beer, chilled glass of wine and some excellent postevent entertainment is none other than awardwinning Tom Ward. Tom Ward is an award-winning up-and-coming standup. His stories and observations, combining a sense of the whimsical with the deadpan, have made him a hit on the live circuit. With a laid-back style that occasionally veers towards the quirky, Tom’s routines span his appearance, frustrations with the minutiae of life, like being let down by Tupperware, and tales of his evangelical parents and managing a charity shop.

AGENDA SUMMARY

PLENARY KEYNOTES

08:15 Registration & Coffee

09:00 Chair’s Introduction Mike Havard, Director, Ember Services

09:10 Putting Customer Engagement Strategies into a Proﬁtability Context Professor Malcolm McDonald, former Professor of Marketing, Cranﬁeld University School of Management

09:30 Levi Strauss Case Study: Embracing Evolution for the Seamless Customer Experience Seth Ellison, Executive Vice President and President, Europe, Levi Strauss

HALL 1

HALL 2

Chair: Mike Havard, Director, Ember Services

Helen Wilson, Managing Director, IPSOS Loyalty

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES

11:00 Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement to Accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays

11:00 Metro Bank Case Study: Fan-Atical Execution in a High Growth Business Andrew Richards, Head of Regional Retail Banking, Metro Bank

11:20 Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre Responsiveness Dawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts

11:20 Utility Warehouse Case Study: How Cognitive Knowledge is Enabling us to Have More Human Conversations and Become Emotionally Engaged with our Customers Charlie Ferris, Head of Customer Service, Utility Warehouse

11:40 UNICEF Case Study: Transforming the Customer Experience at UNICEF Vicky Johnson, Head of Supporter Care & Carine Bambara, Advisor for Supporter Care Team, UNICEF UK

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART TWO 12:00 Affinity Water Case Study: Automation Versus Participation Amanda Reynolds, Director of Customer Relations (Household), Affinity Water 12:20 Window or Aisle? Why we Should Love the Middle Seat Claire Sporton, Vice President, Customer Experience Management, Confirmit

11:40 Fidelity Case Study: Voice of the Client: Infusion or Transfusion Stella Creasey, Global Voice of The Client Lead, Fidelity International

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE 12:00

The Digital Advantage – Disrupt the Disruptors Brendan Dykes, Product Marketing Director, Genesys

12:20

NS&I Case Study: Innovation Through Experimentation – The Next Big Thing In Business Sandra Schroeter, Product Marketing Manager, Optimizely & Ben Murphy, Head of Digital, Atos/NS&I

12:40

Disney Case Study: How Disney Uses Customer Value to Innovate Customer Experience Chris Humphrey, Associate Partner & Andy Wilkins, CEO & Co-Founder, BE Advisory

12:40 N Brown Group Case Study: First for Customers – Fit for the Future Keith Milum, Head of Customer Services, N Brown Group 13:00 Lunch

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE 14:00 easyJet Case Study: Putting the Customer on the Flight Deck Sophie Dekkers, UK Country Director, easyJet

EMPLOYEE REWARD RECOGNITION AND RETENTION 14:00

14:20 AI For Customer Engagement: Chatbots, Guided Processes and More John Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide

Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition Journey Paula Stannett, Chief People Ofﬁcer, Heathrow Airport

14:20

14:40 Johnnie Johnson Housing Case Study: Living Longer, Living Better Kathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing

Employee Reward, Recognition & Retention – Make It Sensational! Kev Jefcoate, Director, Marketing Communications, Grass Roots Group

14:40

Donor Experience Case Study: The Value of a Promise Richard Spencer, Director For The Commission, Donor Experience

15:30

Allianz Global Case Study: Move Fast And Make A Big Impact Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty & Michael Maicher, Global Head, Allianz Global Broker Management Direct Line Group Case Study: Delivering Better, Smarter Communications to Our Customers Satarupa Banerjee, Direct Marketing Manager, Direct Line Group Let’s Not Neglect The Humans! Carolyn Blunt, Managing Director, Ember Real Results

15:00 Coffee & Networking Break

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 15:30 Technology-Enabled Creativity Cameron Worth, Founder, Sharpend: The Agency Of Things

CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE

15:50 Topdanmark Insurance Case Study: How to use Speech Analytics to Improve The Digital Customer Journey Minna Olesen, CX Analyst, Topdanmark Insurance

15:50

16:10 SmartBill Case Study: Lessons Learned from The Launch of a Start-Up Nikhil Shah, CEO, SmartBill

16:10

THE FUTURE OF WORK 16:30 Uber Case Study: The Future of Urban Mobility Erinn Collier, Head of UK, Uber For Business 16:50 LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive Differentiator Hussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort 17:10 Landspitali University Hospital Iceland Case Study: Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The Field Viktoría Jensdóttir, Project Manager, Landspitali University Hospital 17:30 Chair’s Summary Mike Havard. Director, Ember Services

CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS 16:30

Amazon Case Study: Conversational AI with Amazon Alexa Max Amordeluso, Principal Evangelist, Amazon

16:50

17:10

Google Case Study: Infuse Your Business with Machine Learning Eric Haddad, Director CSE (Central and Southern Europe), Google Cloud

17:30

Chair’s Closing Remarks Helen Wilson, Managing Director, IPSOS Loyalty

17:40 Drinks & Networking Party with Entertainment from Tom Ward

AGENDA SUMMARY

PLENARY KEYNOTES 09:50 Customer Engagement Starts with Engaged Contact Centre Agents – New Study Reveals “Health” of the Front Line Tom Goodmanson, President and CEO, Calabrio

10:10 Leon Restaurants Leadership Interview: ‘In Conversation with’ John Upton, Managing Director, Leon Restaurants & Mike Havard, Director, Ember Services

10:30 Coffee & Networking Break

HALL 3

HALL 4

Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

Chair: Alyson Fadil, People Director, Missguided

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:00 LEGO Case Study: Know, Nurture And Nudge Your Customers Monika Lütke-Daldrup, Senior Director, Consumer Services, LEGO Group 11:20 Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data to Map Out their CX Journey Cary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead, InMoment 11:40 Waitrose Case Study: Saving £3.5 Million Through Partner Ideas Stuart Eames, Operational Improvement Manager, Waitrose

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE 11:00 Corona Energy Case Study: Wow Customers Through myCEO Matthew Gray, CEO, Corona Energy 11:20 Inspiring Customer Loyalty Obi Abuchi, Consulting Director, NKD 11:40 Motability Operations Case Study: Values & Behaviours Vs. Process & Memory: How to Utilise Technology to Get the Basics Right Llaura Hughes, Training and Communications Manager, Motability Operations

EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

FUTURE OF THE CONTACT CENTRE

12:00 Virgin Holidays Case Study: Using the Customer Journey to Build Your Brand Kate Burgess, Head of Customer Experience, Virgin Holidays

12:00

Are You a Customer Service Leader or Laggard? Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

12:20 Are you Sitting Comfortably? You Shouldn’t be… Tim Pritchard, Managing Director, Customer Experience, Kantar TNS

12:20

BT Case Study: BT’s Customer First Transformation Abby Thomas, Director of Transformation and Change, BT

12:40 Northumbrian Water Case Study: Customer and Employee Engagement Through Cultural Transformation James Muir, Transformation Development Manager, Northumbrian Water

12:40

The Digital Opportunity for Contact Centres — 5 Communication Habits That Drive Success Katie Waldeck, Customer Experience Director, soh

13:00 Lunch

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

14:00 Why You’re Doing Inﬂuencer Marketing Wrong and How to Get it Right… Harry Hugo, Director, Goat Agency

14:00

Perceived Customer Value: The New Competitive Battleground Professor Moira Clark, Director, Henley Business School

14:20 How the Latest Technology Is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of Product, Engage Hub

14:20

Crack the Code: Upgrade Your Customer Experience, One Conversation at a Time Sally Earnshaw, Managing Director, Blue Sky Performance

14:40

Daily Mail Group Case Study: Humankind Suzi Caesar, Head of Customer Services, DMG Media

14:40 How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things) Paul Armstrong, Digital Marketer, Strategist & Technology Advisor 15:00 Coffee & Networking Break

CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL

THE EVOLUTION OF CX SERVICE DESIGN

15:30 If Insurance Case Study: How One of the Largest Scandinavian Insurance Companies Adapts to their Consumers Evolving Needs Thomas Rodseth, VP Product & Marketing, Puzzel

15:30 Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung

15:50 Virgin Media Case Study: Improving Staff and Customer Experience with Digital Innovation – How Can you Empower and Excite your Store Staff with Digital Tools to Improve Customer Experience? Hannah Shepherd, Head of Retail Experience, Virgin Media

15:50 CX Service Design – Evolution or Revolution? Darryl Beckford, Head of Digital Acceleration, KCOM

16:10 Eurostar Case Study: Mapping Customer Journeys From Your Customers’ Verbatim Comments Laure Noireau, Customer Insight Manager at Eurostar & Laurent Garnier, CEO, KPAM

16:10 Bupa Case Study: Getting the Experience Right, By Design Sean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience, Bupa

CUSTOMER DATA AND PRIVACY INCLUDING GDPR 16:30 Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART TWO 16:30

16:50 Cordery Compliance Case Study: GDPR Fake News Live – Separating the Fact From the Fiction Jonathan Armstrong, Partner, Cordery Compliance

16:50

17:10 Panel Discussion Guy Johnson & Jonathan Armstrong

17:10

17:30 Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

17:30

17:40 Drinks & Networking Party with Entertainment from Tom Ward

Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of Cloud Alastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO, Content Guru EE The Forest for The Trees: Drive Customer Engagement Through Complete Understanding Richard Burns, Director of Strategic Sales, Nice Satmetrix Raleigh International Case Study: Engaging with Millennials James Sutton, Business Development Strategist, Raleigh International Chair’s Closing Remarks Alyson Fadil, People Director, Missguided

SPEAKERS

Seth Ellison

John Upton

Malcolm McDonald

Tom Goodmanson

Levi Strauss

Leon

formerly Cranﬁeld University School of Management

Calabrio

Martin Hill-Wilson

Helen Wilson

Mike Havard

Alyson Fadil

Brainfood Consulting

IPSOS Loyalty

Ember Services

Missguided

Monika Lütke-Daldrup

Erinn Collier

Vicky Johnson

Eric Haddad

LEGO Group

Uber

UNICEF UK

Google

Amanda Reynolds

Keith Milum

Sophie Dekkers

Laure Noireau

Afﬁnity Water

N Brown Group

easyJet

Eurostar

Harry Hugo

Paul Armstrong

Hannah Shepherd

Paula Stannett

Goat Agency

Digital Marketer, Strategist and Technology Advisor

Virgin Media

Heathrow

SPEAKERS

Kathryn Bradbury

Stella Creasey

James Muir

Hussain Afeef

Johnnie Johnson Housing

Fidelity International

Northumbrian Water

LUX* Resorts & Hotels

Viktoría Jensdóttir

Minna Olesen

Alastair Page

Kev Jefcoate

Landspitali Unversity Hospital, Iceland

Topdanmark Insurance

Rail Delivery Group

Grass Roots Group

Darren George

Guy Johnson

Jonathan Armstrong

Obi Abuchi

Samsung

Marks & Spencer

Cordery Complience

NKD

Satarupa Banerjee

Stuart Eames

Cameron Worth

Nikhil Shah

Direct Line Group

Waitrose

Sharpend: The Agency of Things

SmartBill

Anna Wilcox

Michael Maicher

James Sutton

Carine Bambara

Bupa

Allianz Global Broker Management

Raleigh International

UNICEF UK

SPEAKERS

Richard Spencer

Matthew Gray

Llaura Hughes

Abby Thomas

Donor Experience

Corona Energy

Motability Operations

Andrew Richards

Max Amordeluso

Professor Moira Clark

Suzi Caesar

Metro Bank

Amazon Alexa Skills Kit (ASK)

Henley Business School

DMG Media

Chris Humphrey

Andy Wilkins

Tim Pritchard

Sean Risebrow

BE Advisory

Kantar TNS

Bupa

Darryl Beckford

Arceeb Moughal

Oonagh McBride

Laurent Garnier

KCOM

Kura

Inisoft

KPAM

Cary Lawton

Matt Trickett

Brendan Dykes

Rich Davies

Pizza Hut

InMoment

Genesys

Barclays

SPEAKERS

Sally Earnshaw

Dawn Roberts

John Connors

Allison Windon

Blue Sky Performance Improvement

Express Gifts

eGain Worldwide

Allianz Global Corporate & Specialty

Lorna Crowley

Xavier Legrand

Neil Procter

Kate Burgess

Engage Hub

Centrica Connected Home

Virgin Holidays

Martin Taylor

Claire Sporton

Carolyn Blunt

Charlie Ferris

Content Guru

ConďŹ rmit

Ember Real Results

Utility Warehouse

Dave Thomson

Ben Murphy

Sandra Schroeter

Thomas Rodseth

Salesforce

ATOS/NS&I

Optimizely

Puzzel

Katie Waldeck

Richard Burns

Derek Eccleston

Imi De Daranyi

soh

NICE Satmetrix

MaritzCX

Lithium

FLOORPLAN

Lower Level 1 - Sponsors, refreshments and Expo Hall Sponsor lounge

Speaker lounge

Networking 1-2-1 meeting lounge 32 26

Staircase

25 24

23 22

Catering

Bar

Lifts

20 18

Catering

1 2

15 3

14 13

12 11

Platinum Calabrio Conﬁrmit eGain Ember Group Engage Hub Genesys Grass Roots InMoment Kantar TNS KCOM Kura NICE Satmetrix NKD Puzzel Qualtrics Salesforce Transversal Verint VoiceSage

17 1 15 38 39 4 11 5 14 7 9 36 3 18 13 12 40 6 37

Gold Blue Sky Performance Improvement Content Guru KPAM soh

2 41 10 8

Bronze Accelerator Solutions Cirrus Response Eptica Inﬁnity Jacada Macro 4 Netcall Network Research Oplift Opus Trust Paragon ServiceTick

25 21 22 16 26 35 34 24 20 32 23 33

DOWNLO A APP TO D NETWOR K

FLOORPLAN

Lower Level 2 - Seminar Halls 1, 2, 3, 4, Focus Groups and Networking Party

Stage

Stage Hall 1

Hall 2

Hall 4

Hall 3

Lifts Staircase Focus Groups 1

DONâ&#x20AC;&#x2122;T NETWORMISS PARTY WKING ITH ENTERT AINMEN AT 5.40 T Focus Group Sponsors Maritz CX Lithium

1 2

LOWER L

EVEL 2

KEYNOTE STAGE 08:1509:00 09:0009:10

CONFERENCE PROGRAMME

Registration & Coffee Chair’s Introduction Mike Havard, Director, Ember Services

09:1009:30

Putting Customer Engagement Strategies into a Profitability Context Professor Malcolm Mcdonald, former Professor of Marketing, Cranfield University School of Management One of the major problems with the whole customer engagement and customer centricity movement is that, without great care, suppliers might end up achieving only an average level of customer satisfaction across the whole market, given that in any market there will always be at least ten segments exhibiting different attitudes, behaviours and needs. Even worse, if this is the case, reputation and profitability are also damaged. This keynote will briefly summarise 120 pieces of research that spell out the marketing factors that have been shown to lead to long term profitability and will set this firmly within the context of the overall conference theme. This involves the engagement of all stakeholders, particularly employees. It also spells out the need constantly to revisit our business models and engagement strategies in light of the technology-driven pace of change. In particular, this keynote will spell out a process for linking customer engagement strategies to sales and profit growth. Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc. He spends much of his time working with the operating boards of the world’s biggest multinational companies, such as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN and Australasia. He has written forty four books, including the best seller “Marketing Plans; how to prepare them; how to use them”, which has sold over half a million copies worldwide. Hundreds of his papers have been published.

09:3009:50

Levi Strauss Case Study: Embracing Evolution for the Seamless Customer Experience Seth Ellison, Executive Vice President and President, Europe, Levi Strauss As a brand that is 144 years old, has 50,000 retail doors and almost 3000 branded stores, it may surprise some to learn that LS&Co. attributes part of its undeniable success to maintaining a start-up mentality when it comes to building a world-class omnichannel retail experience. As a company that generated $301 million in European sales and a profit increase of 27% in the first quarter of this fiscal year, LS&Co has survived market disruption against the odds and continues to prove itself a timeless brand; evidence that they are succeeding in captivating the consumer. While the consumer is hunting for the perfect fitting pair of jeans, LS&Co. are focused on making a consumer experience that is a perfect fit for all. With over 30 years in the apparel industry, Seth Ellison, EVP and President for Europe, has seen first-hand how weaving product and innovation together can drive an amazing consumer experience and commercial success. He will highlight how LS&Co. are making strategic investments to bring their iconic products to life. In addition, it will detail the holistic attitude that LS&Co adopts

KEYNOTE STAGE

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do dangerous things in the mountains occasionally. (But likes it better when he comes back!)

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Engaged Workforce

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Engaged Workforce

KEYNOTE STAGE

CONFERENCE PROGRAMME

from the ground up, encompassing a strategy of putting the “best players on the ﬁeld at every position,” keeping the consumers as the pivotal centre of everything and staying true to their values in order to thrive in a market of growing customer expectations. As Executive Vice President and President, Europe, Seth Ellison is responsible for the company’s overall business strategy and operations across all brands and channels in the region. In addition, he is a member of the company’s worldwide leadership team, which sets the company’s global direction

09:5010:10

Customer Engagement Starts with Engaged Contact Centre Agents – New Study Reveals “Health” of the Front Line Tom Goodmanson, President and CEO, Calabrio According to a recent Gallup poll, employees who are engaged are more likely to improve customer relationships, with a resulting 20% increase in sales. Since contact centre agents are on the front lines of customer inquiries and issues, they’re vital assets to your organisation. Yet contact centres still experience higher attrition rates than other departments, and that comes at a significant cost. In this discussion, Tom will reveal the findings of Calabrio’s latest research which includes insights from over 1000 contact centre agents in the US and UK and highlights the challenges they face, the issues companies need to address to ensure the right customer experience is delivered and how to prepare your workforce for the contact centre of the future. Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamic software and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing the company and its culture around a strategy to expand value and reach through new, innovative products, and remarkable customer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges, Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of the fastest growing companies in the industry. Prior to his role at Calabrio, Tom was a senior leader in several successful technology-based companies, including Gelco Information Network and Magenic Technologies. Tom currently holds a board seat at Virteva. Tom has a B.S. degree in Accounting from St. Cloud State University.

10:1010:30

Leon Restaurants Leadership Interview: ‘In Conversation with’ John Upton, Managing Director, Leon Restaurants & Mike Havard, Director, Ember Services With extensive experience of multi-site consumer-facing retail, franchise and commercial activities, John is part of the senior leadership team at LEON, the fast growing naturally fast food chain. In his role, John divides his time between restaurants and looking for ways for LEON to accelerate its mission – to make it easier for everybody to eat and live well. Over the past 12 months, John has led signiﬁcant growth in LEON’s reach and scale through opening up new channels like delivery and entering into new UK & international partnerships. Before LEON, John has enjoyed a broad-ranging career spanning the past 20 years, starting out professional life as an M&A lawyer in the late 1990s. Having joined McDonald’s UK in 2002 as an in-house counsel, John decided to change his career path completely so that he could get closer to customers and the restaurant teams. He began a new life in operations as a crew member in a London Drive Thru and then moved through a variety of operational, franchise and senior leadership roles. These roles included managing a region of company-owned restaurants which included P&L accountability for £100m annual sales and 3,000 crew & managers. In his last role at McDonald’s, as a Senior Director, John led the development and implementation of the major people change programme (for 100,000 employees) to support the role out of the new Experience of the Future restaurants across the UK.

10:3011:00

Coffee & Networking Break

KEYNOTE STAGE

Seth joined the company in September 2012 to serve as president of the Dockers® brand. He has a passion for growing brands and a track record of success in large and small companies. He has more than 30 years of apparel experience – including president of the swimwear group at Perry Ellis, vice president general manager of EMEA Apparel and president of Hurley International at Nike Inc. Most recently, Seth was the chief commercial ofﬁcer at Alternative Apparel where he successfully evolved a t-shirt blank supplier into a global wholesale brand sold in key US accounts, including Bloomingdales, Nordstrom, Macy’s, Dillard’s, Urban Outﬁtters and in 120 countries. Seth also worked at Authentic Fitness Corp. as the director of menswear for Speedo and the president of the outerwear division, and served as the vice president of design and merchandising at Quicksilver, Inc. Seth attended Stanford University in Palo Alto, California.

CONFERENCE PROGRAMME

HALL 1

HALL CHAIR: Mike Havard, Director, Ember Services

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE 11:0011:20

Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement to Accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing And Citizenship, Barclays •

HALL 1

•

Hear from Rich, around how Barclays are engaging, developing and inspiring our most junior but most inﬂuential Leaders within our business to create great outcomes for customers and colleagues The Team Leader / Team Manager role is becoming increasingly complex with customer demands and expectations continually evolving. Couple this with a different level of colleague support now required and it’s a really tough role within most organisations. #leadershiprocks is a concept which looks to tackle the current reality of the role, it’s not about new technology, process or training it’s about how Barclays enable leaders to be the best they can be Call listening is nothing new within a contact centre environment, however Barclays now offer a different take on how to get the most from truly listening to customer interactions and how collaborative colleagues can make a real difference in providing great service for customers – Welcome to the #LIVE!lounge Take a look at how the power of empowered and connected colleagues can create new ways of working and a culture of true care and empathy…with real business results

Having enjoyed a diverse career gaining extensive experience working across industry sectors and disciplines including Retail, Financial, Utilities, Legal and Education sectors, this broad commercial experience helps me to provide leadership teams with valuable strategic insight complimenting my operational knowledge and attention to detail. I have been with Barclays for almost 5 years enjoying a variety of roles from colleague transformation, to managing a £15M strategic site transformation then onto my current role as Head of Colleague Wellbeing and Citizenship. I am described as an enthusiastic, insightful and innovative individual who is versatile and tireless in pursuit of solutions. I enjoy working in teams to bring about change, always looking for ways to improve the colleague experience and the service we deliver to customers. I ensure trust is maintained at every level, remaining authentic and committed throughout, this is very important to me. I always look for opportunities to learn new skills, whether that is in a commercial or voluntary context. I am committed to giving something back to what has been important to me in my own personal development; I am therefore very active in the community and in a voluntary context through sport, school and creating opportunities for young people to develop and achieve their potential.

11:2011:40

Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre Responsiveness Dawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts Express Gifts provides a personal shopping service to around 1.5 million customers each year through a combination of direct marketing and online via the studio.co.uk and ace.co.uk websites. Shoppers may choose to pay for their purchase within 28 days, or take advantage of a monthly credit programme. Its Operational Strategy & Planning Manager, Financial Services, Dawn Roberts, will discuss how automated surveys, composed of a combination of transactional questions and a free-text box, has helped the retailer build up a huge wealth of data on users and their preferences to deliver against that brand promise. Dawn will also present on how Express Gifts is using proactive customer engagement solutions in its collections processes, plus is trialling a new Visual Touch Message-based system to help make it easier for customers to make a payment, with a 90% retention rate but even better, an uplift in conversion rates amounting to a million pounds worth of revenue. Dawn is Operational Strategy & Planning Manager, Financial Services, at home shopping service leader Express Gifts. She has 20 years experience working in the ﬁnancial services and retail sector running collections and recovery operations and customer management strategy, with senior leadership roles in organisations such as Home Retail Group (Habitat and Argos), Barclays and M&S. Dawn is passionate about delivering deep customer satisfaction as well as multiple efﬁciencies and cost-savings.

HALL 1 11:4012:00

CONFERENCE PROGRAMME

UNICEF Case Study: Transforming the Customer Experience at UNICEF Vicky Johnson, Head of Supporter Care & Carine Bambara, Advisor for Supporter Care Team, UNICEF UK At UNICEF UK, we’ve read a lot of white papers, listened to webinars, attended lots of seminars and delved into loads of case studies on how to get that all important feedback from your customers….does this sound familiar? We’ve explored all the metrics, NPS, Customer Satisfaction and the evolving trend towards Customer Effort, to ﬁnd how we can understand our customers better. Being a charity with a zero budget, we had an opportunity through a new graduate programme to set a creative challenge that would transform our Customer Experience. We developed and launched our Voice of the Customer framework, where we able to track feedback on our brand, customer journeys and experiences…as well as doing the all-important bit ‘on how to relate this feedback to changing the future for children all over the world’. The UNICEF UK Case Study: takes the viewpoint of the customer and how they want to make a difference to the lives of children, but in their own way. I have a strong belief that our customer success it is through the hard work, dedication and sheer brilliance of the people that I work with. Working for the international children charity Unicef, has opened my eyes that you can achieve the impossible by empowering your front line teams and graduates to develop customer service strategies in a quick and lean approach. By having a focus on the customer at all times, you can develop services to your customers that matter.

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART TWO 12:0012:20

Afﬁnity Water Case Study: Automation Versus Participation Amanda Reynolds, Director of Customer Relations (Household), Afﬁnity Water Hear how the value of automation and digital can drive improved satisfaction and optimise costs, but is the real business value in participation and a service focus on a community level? Outstanding track record of creating award winning customer centric businesses, delivering an enviable and attractive return on investment. Extensive experience within the Customer Services Industry – over 20 years across all sectors and 11 countries primarily for FTSE 100 companies. Focused largely on transformational change and in the last 7 years on digital service. An enthusiastic people focused leader with a strong drive for results and success. Previous experience Accenture Strategy, assignments incorporated: change lead of designing a new digital business for an energy company, lead for global digital service or a global bank, Customer Service Director at a FTSE 100 utility, Service transformation lead for a major UK bank separation including design for new digital footprint, Exec advisor for insourcing/outsourcing including a strategic review at a world-class investment company.

12:2012:40

Window or Aisle? Why we Should Love the Middle Seat Claire Sporton, Vice President, Customer Experience Management, Confirmit Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No thanks. Yet the person in the middle can facilitate communication between the edges, share perspectives, join people together. Your organisation’s middle managers are in the middle seat. How can you get the most out of their unique perspective and enable positive change across the business? Join Claire Sporton, Vice President, Customer Experience Management, Confirmit as she discusses how Customer Experience managers can drive positive change – starting in the middle. Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organisations in the development and implementation of programmes that not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.

HALL 1

Our supporters are at the centre of all we do at Unicef UK and it is their passion that drives that helps us strive to understand and improve our engagement with them. We have a dynamic and interactive Customer Engagement Team who operate over 5 different channels and our supporters give us feedback on all these channels.

Richer Insights Smarter Decisions Faster Reactions

With Conﬁrmit’s Voice of the Cu ustomer solution you can:

Listen to the Voice of the Customer mer through a multi-channel solution on

Integrate that voice with existing ng data to generate powerful insights ghts

Ta T ake actions that deliver real and measurable business change

HALL 1 12:4013:00

CONFERENCE PROGRAMME

N Brown Group Case Study: First for Customers – Fit for the Future Keith Milum, Head of Customer Services, N Brown Group A presentation looking at how putting customers at the heart of your thinking can encourage changes in your company delivering enhanced experience and improving business performance. Keith will talk through the steps N Brown have taken along their journey. Experienced business leader in customer services, customer experience and logistics in the retail, distribution, energy/utilities and not for proﬁt sectors, with high levels of strategic and operational skills; aligning business strategy and operations, proactively driving change, exceeding cost and service goals and achieving commercial objectives for a wide spectrum of organisations. Focused on a customer connected approach, allied to exceptional leadership and coaching skills to deliver optimum performance. Excellent track record of working across businesses to build relationships, engage all key stakeholders and transform operational performance. Specialties: Change management; Customer Experience; Business turnaround; Performance management; Proﬁt and Service delivery; Mergers and Acquisitions; Coaching, leadership and development; Multi level relationship building; Transformation management; Contractual and Union negotiation; Board level experience.

HALL 1

13:0014:00

Lunch & Networking Break

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE 14:0014:20

easyJet Case Study: Putting the Customer on the Flight Deck Sophie Dekkers, UK Country Director, easyJet The inception and evolution of easyJet, not just innovation and technology, but how the success of the airline has been achieved by putting the customer at the heart of what we do. How we’ve developed an open two-way dialogue with our customers, and been brave enough to challenge (and break) the rules of the low-cost airline model. Being a step-ahead in digital development, and a sneak peek into the future of air travel. Sophie has led easyJet in the UK as UK Country Director for the last 3 years. In this role she is responsible for driving the airline’s commercial success and strategic direction in the UK, including over 140 aircraft and £2.8bn revenue. Sophie has been with easyJet since 2007 in a variety of roles including UK Commercial Manager, working alongside BCG when Carolyn McCall joined to review the company strategy, and then as Head of Change Management leading the delivery of the strategy. Following this she took on the role of Head of Business Proposition providing the strategic direction for attracting more business passengers to easyJet. Sophie started her career as a graduate at Millward Brown before moving on to be a Director at Cambridge Market Research, focusing on retail strategy. Sophie is a founding member of easyJet’s Women’s Network, mentors a number of women, and is passionate about inspiring school pupils to achieve more than they thought possible.

14:2014:40

AI for Customer Engagement – Chatbots, Guided Processes and More John Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide Join us for a presentation that covers: • • • • •

What is Artiﬁcial Intelligence? Sentient, Learning and Taught Systems / What AI does eGain have? AI that works / eGain AI successful customer deployments AI Capabilities for Customer Service/Experience Harnessing eGain across the Customer Service Cycle

John Connors runs the Digital Transformation team for eGain Worldwide. Working with eGain’s customers and prospects, John helps his clients use digital technology, knowledge management and applied AI to deliver their business strategy. With a degree in Physics and Computer Science from Brunel University, UK, John started his career with BP Research before moving to Bull Information Systems as an AI specialist. In over two decades of tenure with eGain, John has had pretty much every job in the company – Deployment Consultant, Consultancy Manager, Presales Director and now Senior Director of Digital Transformation.

CONFERENCE PROGRAMME 14:4015:00

HALL 1

Johnnie Johnson Housing Case Study: Living Longer, Living Better Kathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing Johnnie Johnson Housing (JJH) is a not-for-proﬁt housing association dedicated to offering quality homes for independent living. Their vision is simple, it is focused on “Living Longer, Living Better”. They want to help their residents age well, live independently and maintain their quality of life for as long as possible. JJH have been providing housing for over 55’s for nearly 50 years. In 2014 the organisation was hit with downgrades in both governance and viability from the Homes and Communities Agency (HCA) which left the business on a cliff edge and in a position of closure of facing a merger. Kathryn Bradbury, Assistant Director, Homes and Services will talk about coming back from the brink, rebuilding the organisation with customers at the heart of service delivery, becoming the only UK housing association to remain independent after a downgrade and their plans to build over 500 new homes within the next four years.

HALL 1

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

15:0015:30

Coffee & Networking Break

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 15:3015:50

Technology-Enabled Creativity Cameron Worth, Founder, Sharpend: The Agency of Things SharpEnd are the UK’s leading Internet of Things agency and will be discussing how they are using pioneering techniques and technologies to engage consumers. SharpEnd founder Cam will be sharing creative processes, ways of approaching ‘new tech’ and will be talking through case studies from the likes of Malibu Rum, Jameson Whiskey and Nestlé. Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined both areas to start SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.

15:5016:10

Topdanmark Insurance Case Study: How to use Speech Analytics to Improve the Digital Customer Journey Minna Olesen, CX Analyst, Topdanmark Insurance In this session, Minna will tell you how Topdanmark Insurance is using Speech Analytics insights from customer calls to help the digital transformation on its way. Through case studies you will hear how the technology can be used for identifying signiﬁcant obstacles on the digital customer journey that impede smooth digital transformation. These obstacles can then be addressed by technical solutions and adequate agent training. For more than 10 years, Minna has played a central role in the CX team in Topdanmark, the second largest insurance company in Denmark. The team leads the company’s VoC programme and is responsible for customer feedback, surveys and analytics. Insights are used for improving customer service, communication, processes and products. In 2014, Topdanmark implemented Verint’s recording and speech analytics technology as part of a more data-based approach to customer analytics, and Minna is now responsible for the company’s speech analytics setup, which is used for transforming insights from customer experience and behaviour into improved customer satisfaction, business efﬁciency and growth. Minna graduated from Copenhagen University with an MA in Danish language and literature, and she also holds an MA in Linguistics from Lancaster University, U.K.

HALL 1 16:1016:30

CONFERENCE PROGRAMME

SmartBill Case Study: Lessons Learned from the Launch of a Start-Up Nikhil Shah, CEO, SmartBill A discussion of customer engagement lessons learned through the process of launching an innovative Fin-Tech start up. Whilst technology is an effective facilitator of a successful customer engagement strategy, it can only take you so far. We discuss the beneﬁts, challenges and lessons learned from implementing an old-fashioned engagement strategy based on human interaction, enabled by the latest in customer analytics technology. Whilst these insights have been gained in a start-up environment, we hope they will be applicable to any business, especially those looking to launch disruptive products or enter new territories Nikhil Shah is CEO and co-founder of SmartBill, an innovative expense management tool that enables consumers and businesses to streamline their costs. It helps user to identify, track & manage all their recurring expenses from one place, including unwanted subscriptions, which cost the UK £4bn per annum.

THE FUTURE OF WORK 16:3016:50

Uber Case Study: The Future of Urban Mobility Erinn Collier, Head of UK, Uber for Business Erinn will talk about how the world we live in is changing, as the way people approach transportation evolves. Erinn can share how Uber is partnering with businesses, cities and even real estate developers to deliver affordable, seamless and efﬁcient transportation that’s accessible to your employees, customers and partners. Erinn joined the Uber for Business team earlier this year from Salesforce, where she was most recently Regional Vice President for the Salesforce Marketing Cloud, managing a team that sold multi-channel marketing software into clients such as GlaxoSmithKline, Philips, Unilever and Reckitt-Benckiser. Erinn joined Salesforce via their acquisition of Buddy Media in 2012, having opened up Buddy Media’s EMEA ofﬁce in London in late 2010. She ran both the strategic accounts and agency relationships teams at Buddy Media in New York prior to relocating to Europe, working with the likes of WPP, Omnicom, Publics and Sapient to bring scalable social media marketing solutions to shared global clients. Erinn graduated with honours from Parsons School of Design in New York City with a BBA in Design & Management, and also holds an MBA with honours from Politecnico di Milano in Milan, Italy.

16:5017:10

LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive Differentiator Hussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort •

•

Striving to the be an employer of choice in the world’s most competitive hospitality destination is not an easy feat. With over 112 resorts & hotels in the Maldives, discover how LUX* SOUTH ARI ATOLL service culture enabled them to climb 54 ranks to be the 10th most recommended resort on TripAdvisor (over 212 registered hospitality service providers) in a span of just two years. How can you cultivate a company culture that consistently drives towards creating a delighted customer and steps to take in building a robust service culture transformation.

HALL 1

Nikhil and his co-founders decided to launch SmartBill after being stung by unwanted subscriptions and hating the hassle of shopping around for cheaper contracts on price comparison sites. The problem is finally being recognised by the UK government who recently made tackling the “subscription trap” a focus point in the Spring budget. He was previously an equity Investment Analyst and Portfolio Manager who worked for a number of high profile, trusted firms including Knox D’Arcy, JP Morgan, & Bank of America Securities. He created the UK’s first fund to invest based on Director trading activity, which was a top UK performer within 12 months of launch. He has travelled 40 countries, enjoys Bourbon cocktails and is a certified Scuba Diver.

CONFERENCE PROGRAMME • •

HALL 1 Establishing and developing an innovative and competitive service culture for maximum guest and team engagement. Empowering employees: Creating a balanced Customer Experience Management framework which allows Team Members the opportunity to go beyond and consistently deliver outstanding service at LUX* Resorts and Hotels.

HALL 1

Experienced in the areas of HR strategy, customer experience, quality management, talent, performance management and learning and development, Afeef Hussain has been in the hospitality industry for over 15 years. He has lived and worked in diverse geographies including Malaysia, Singapore the Middle East. Currently at the leading LUX* Resorts and Hotels, based at their Maldives property LUX* SOUTH ARI ATOLL, his expertise spans across areas such as quality and change management and service strategy as well as employee engagement, employee marketing, and branding. He has spoken in HR Summits and various speaking engagements in Indonesia, Dubai, Hong Kong and United Kingdom, India, Sri Lanka, Maldives and Singapore and is also a Certiﬁed Speaker/Trainer and Coach from the John Maxwell Team. In February 2016, Afeef was awarded Global Training and Development Leadership Award at the 3rd (2016) & 4th (2017) Global Training Conference in Mumbai and World HRD Congress 2016 awarded him the title of “100 most inﬂuential Global HR Professionals”. This title was researched and granted by one of the founder of World HRD Congress and World CSR Day, Dr. R. L. Bahatia. Afeef is also a graduate of Harvard Business School Executive Education Program Class of March 2016.

17:1017:30

Landspitali University Hospital Iceland Case Study: Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The Field Viktoría Jensdóttir, Project Manager, Landspitali University Hospital In this session Viktoría will go through the development and implementation of their 5 level training program they developed for employees. Lean 01 is a 2 hour workshop about basic tools with hands on exercises, Lean 02 which continues from Lean 01 and is 3,5 hours with more advanced topics. Then its Lean 03 which is specifically for employees who want to become lean coaches, but the hospital has 60 coaches currently. Lean 03 is 6 days spread over a year with real time projects. Lean 04 is aimed for managers and is 3 full days over a semester and Lean 05 is for top management and that is currently being developed. The hospital has over 5000 employees and there are only handful of full time CI specialist therefore it’s crucial to train and develop the employees so that CI will live and prosper. Viktoria has got an M.Sc in Industrial engineering and got her first experience working with CI at Alcoa in the eastern part of Iceland. There she was fortunate to work with great leaders and learning from the alcoa business system coaches. After four years working as a process owner at Alcoa she moved to Össur as CI&Safety manager for Össur HF, she implemented 5s, suggestion system, the lean school, visual management and daily huddles, strategy deployment etc. After four years at Össur she started working for Síminn, an icelandic telecommunication company where she implemented lean in an office environment and now she works as a project manager for the kaizen promotion office at the university hospital of iceland. In that roles she teaches lean and leads improvement projects. Viktoría has also taught CI in the University of Iceland and University of Reykjavík.

17:3017:40

Chair’s Summary Mike Havard. Director, Ember Services Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do dangerous things in the mountains occasionally. (But likes it better when he comes back!)

17:40

Drinks & Networking Party

Creating joined up experiences by putting the customer at the heart of your business We all know that designing the â&#x20AC;&#x2DC;perfectâ&#x20AC;&#x2122; customer experience is an on-going task. But where do you start, when there are so many conflicting ideas? > revolution vs evolution > people vs process change > technology vs outcomes Our experts understand these challenges and can provide you with the right knowledge, tools and metrics to help you make informed decisions and choRse the best approach for your business. Visit us at stand 7 and join the debate

kcom.com

CONFERENCE PROGRAMME

HALL 2

HALL CHAIR: Helen Wilson, Managing Director, IPSOS Loyalty

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES 11:0011:20

Metro Bank Case Study: Fan-Atical Execution in a High Growth Business Andrew Richards, Head of Regional Retail Banking, Metro Bank With 51 stores already open and plans to have up to 100 by 2020, over 2,800 colleagues and more than a million customer accounts, Metro Bank is revolutionising British banking. In this presentation, we will discuss how the organisation builds a superior customer experience by focusing on culture, while growing at an exponential rate.

HALL 2

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus on Customer Experience. Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TD Bank in Washington DC, where he was the Senior Vice President of Retail Banking. Andrew began his retail banking career in 1985 when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank, America’s Most Convenient Bank, Andrew worked in a number of prominent roles culminating with expanding and building the revolutionary, service-driven model in both existing and new markets.

11:2011:40

Utility Warehouse Case Study: How Cognitive Knowledge is Enabling us to Have More Human Conversations and Become Emotionally Engaged with our Customers Charlie Ferris, Head of Customer Service, Utility Warehouse By delivering efﬁciencies in knowledge Utility Warehouse has transformed the relationship between its customers, agents and distributors. Head of Customer Service, Charlie Ferris will describe how agents are able to provide a personalised service to customers and become emotionally engaged as a result of its cognitive knowledge solution. He will talk about the business transformation journey which has resulted in a positive impact on First Call Resolution, CSAT and NPS results – and agent training times. Charlie Ferris is a customer champion par excellence. Thirteen years ago, he started on the phones at Utility Warehouse – treating every customer as ‘Mum’. Since then, he’s fostered an award-winning customer service culture where 93% of members would recommend the company to a friend. Charlie now spearheads a customer service call centre of 300. Every single member of his team is crucial to Utility Warehouse’s mission: to become the nation’s most trusted utility provider. Charlie’s initiatives include establishing a customer experience team from scratch four years ago to continuously drive excellence. In 2015, he also introduced pioneering new technology that improved results so much that Utility Warehouse won a CXA UK Customer Experience 2015 award.

11:4012:00

Fidelity Case Study: Voice of the Client: Infusion or Transfusion Stella Creasey, Global Voice of the Client Lead, Fidelity International Many companies talk about putting the voice of the client at the heart of their organisation with the objective of improving their client experience. But what does this really mean, and how do you ensure that client voice becomes part of the lifeblood of your organisation?In this session, Stella Creasey, Global Voice of the Client Lead at Fidelity International, will share her experience of what it takes to drive a truly transformational Voice of the Client programme in a business that is used to periodic infusions of client insight rather than living and breathing it every day. • • • •

Timing your chat – knowing what you want to discuss Changing the conversation – It’s more than just a survey, it’s a client engagement tool Maintaining a healthy dialogue – critical success factors Dispelling common gossip – overcoming challenges and hurdles

Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the Client Experience transformation programme. Fidelity is a leading global Investment Management business with clients in the direct end investor space and the business to business space.

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A seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insight transformation to drive business growth. Over 20 years experience in commercial and public sector companies in the media and entertainment sectors, telecommunications and asset management. Prior to Fidelity, Stella was Senior Vice President for Global Research and Insight at BBC Worldwide – the commercial arm of the BBC.

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX PART ONE 12:0012:20

The Digital Advantage – Disrupt The Disruptors Brendan Dykes, Product Marketing Director, Genesys Digital disruption has created a tough dichotomy for businesses to struggle with – to remain relevant in the digital age, the brand must embrace the digital ecosystem; however, the cost of embracing it can often seem to outweigh the beneﬁts. Solving the challenge of “digital proliferation” in our businesses will turn the cost of simply staying relevant, into revenue growth as digital business leaders; recognising the distinction between the art of the achievable and the art of the possible; all while keeping the bottom line in check. Brendan will examine real-world examples of those critical success factors, providing actionable steps that build the foundation for success as a digital business. Topics will include: • • •

Brendan has over 25 years’ experience in customer services across many industry sectors as a client, customer or consultant. Experienced in the selection, deployment and day-to-day use of customer experience management technology, he is skilled at understanding the users’ business drivers and the needs of their customers. Today, Brendan uses this experience to write and speaks on a broad range of customer experience management topics.

12:2012:40

NS&I Case Study: Innovation Through Experimentation – The Next Big Thing in Business Sandra Schroeter, Product Marketing Manager, Optimizely & Ben Murphy, Head Of Digital, ATOS/NS&I When designing customer experiences in the digital age your best options are not always the ones that seem obvious. Companies like Amazon, Google, and Uber have tackled this dilemma early on in their history. Instead of guessing, they take a data-driven approach to develop and optimise their digital offerings. By testing and measuring everything from new functionality, to new messaging and new business models, they make sure that their decisions set them up for success. Join this session to learn how NS&I is using testing to innovate more rapidly turn brilliant ideas into experiences customers love. Sandra is Product Marketing Manager at Optimizely, the world’s leading experimentation platform, that enables organisations to leverage testing and personalisation as a competitive advantage. With 15 years of experience in software and marketing, she bridges the gap between technology and the business. In her global marketing role, Sandra delivers product messaging and marketing strategy. As a German national living in the United Kingdom, she is passionate about working the EMEA market. Prior to Optimisely, Sandra worked for Hewlett Packard and EnterpriseDB supporting enterprises to master digital transformation. In her spare time, she enjoys reading about personality types and the human mind. Ben is an Associate Partner within the Atos Consulting’s Digital Transformation Practice. He has a proven track record in successfully delivering organization and digital enabled strategy formation and transformation. He has led teams in large scale, multi-workstream, transformations across the Europe and the Middle East. Ben brings strong experience and insight in digital business models, operations and supply chain along with the business change requirements necessary to deliver a successful digital transformation. Ben’s responsibilities include running the Head of Digital and Innovation function on the Atos account of National Savings and Investments.

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Artiﬁcial intelligence and automation: how to create brand differentiation and customer satisfaction while not burning cash to get it right. Virtual/augmented reality: just a fad or does it have application for business? Internet of everything: what does it mean for customer experience when the “thing” is now directly connected to the business? Mobile, social, web, contact centre: solving the omnichannel challenge

HALL 2 12:4013:00

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Disney Case Study: How Disney Uses Customer value to Innovate Customer Experience Chris Humphrey, Associate Partner & Andy Wilkins, CEO & Co-Founder, BE Advisory Companies put a lot of effort into improving customer experiences, but many are seeing a faltering return on their investment. Too often the changes are not aligned with what customers truly value or – in complex organisations that increasingly think and act in siloes – are inconsistent or don’t stick. We will show how a company like Disney has a global reputation for customer experience, because above all it has a transferable methodology to ensure that its entire workforce has a common understanding of customer value expectations. We will show how an overarching Customer Value Framework, supported intentionally by human resources, hardwires customers into the heart of the organisation, and is one of the most powerful weapons to deploy in the competition for customer experience. Builds a customer value-led ecosystem in complex organisations. Skilled at leading change in turbulent trading conditions, exploiting hidden revenue opportunities and implementing Disney’s proven methodology for sustaining customer value. Wide-ranging commercial expertise underpins a tenacious but diplomatic leadership style, a preference for differentiated strategies, and empirical problem solving. Visiting lecturer at Cranﬁeld School of Management and Henley Business School, conference speaker, and author of articles and white papers. I currently undertake management consulting engagements to both companies as well as public sector organisations on a range of tactical and strategic projects relating to understanding and meeting emerging customer needs. I am also a regular speaker on the international conference circuit where I have presented on a range of topics including reinventing healthcare in a digital age, the centrality of understanding customer needs to drive strategy and Innovation and the centrality of customer experience in building sustainable brand relationships

Lunch & Networking Break HALL 2

13:0014:00

EMPLOYEE REWARD RECOGNITION AND RETENTION 14:0014:20

Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition Journey Paula Stannett, Chief People Ofﬁcer, Heathrow Airport Heathrow’s vision is “To give passengers the best airport service in the world” and will get there by delivering on its four corporate priorities. Mojo is one of these priorities, where Heathrow is striving to be a “Great Place to Work’ by delivering a strategy focused on colleague engagement. Hear what Heathrow has done to drive engagement across the business through our reward and recognition journey. Paula will share Heathrow’s reward story and how it has contributed to Heathrow becoming one of the top 30 best big companies to work for. Paula was appointed to HR Director in January 2013. She has worked at Heathrow for 13 years, most recently as HR Director for our Airports Division and Support Services and previously as programme lead for Heathrow’s Winter Resilience. Paula has a strong record of engaging staff to successfully put in place organisational change and improvement.

14:2014:40

Employee Reward, Recognition & Retention – Make it Sensational! Kev Jefcoate, Director, Marketing Communications, Grass Roots Group • • •

The value of employee rewards and beneﬁts when times are tight Options with impact – balancing your beneﬁts programme Creating memorable moments

Discover easy ways to balance and enhance your employee rewards and beneﬁts offering by adding excitement, relevancy and universal appeal – all at little or no cost. With over 25 years in international sales and marketing, largely working with big-name technology companies, Kev is a highly experienced marketer who is passionate about keeping things real, and engaging the target audience (content may be king, but context is queen!). His current focus is marketing Grass Roots’ growing range of new products for both enterprise and SME clients, enabling them to acquire, retain and develop the people important to their business.

CONFERENCE PROGRAMME 14:4015:00

HALL 2

Donor Experience Case Study: The Value Of A Promise Richard Spencer, Director For The Commission, Donor Experience A selection of customer experience lessons from the charity sector and the value of making a promise. You will hear 12 lightbulb moments of illumination and a blueprint for improving the supporter experience. Recently and in a number of important ways, charities have managed to get fundraising wrong. Sometimes spectacularly so. In response, nearly 2,000 professionals came together to co-create a solution and put things right. In the process they produced hundreds of nuggets of insight. This session brings you some of the best. Richard Spencer is director for the Commission on the Donor Experience and has held leadership roles in fundraising since 2003. He is passionate about and believes in the power of social capital to bring about change – through action and fundraising. He has worked in this space with a number of charities to bring supporters and their needs to the centre of thinking. He has been a trustee at Raleigh International, non-exec director (fundraising) for Goalball UK and was head of supporter development at the RSPB for over ten years.

15:0015:30

Coffee & Networking Break

HALL 2

CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE 15:3015:50

Allianz Global Case Study: Move Fast and Make a Big Impact Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty & Michael Maicher, Global Head, Allianz Global Broker Management Global giants in the B2B market rarely move quickly. So when Allianz Global Corporate & Specialty (AGCS) designed and implemented a CX programme that spans 22 countries and covers $7.6 billion in premiums in just 3 months, they bucked the trend. Hear from AGCS’ Michael Maicher and 2017 CXPA Impact Award winner Allison Windon on how they were able to drive organisational and cultural change within the world’s largest corporate insurer by using insights to drive real value back to the bottom line. Allison is passionate about turning client and distributor insights into meaningful actions and bringing about organisational cultural change to improve the experience of employees and customers around the globe. Allison is responsible for building and leading the “True Customer Centricity” programme for Allianz Global Corporate and Specialty. From their headquarters in Munich, Germany, Allison realised this globally aligned programme, from ideation to execution across 22 countries in under 12 months. In addition to her CX responsibilities, Allison is responsible for spearheading thought leadership, distribution, and innovation initiatives for the global broker channel across Allianz SE. Allison was recently awarded a 2017 CX Impact Award in the category of Outstanding Practitioners for driving transformational change at Allianz Global Corporate & Speciality.

Michael Maicher is Head of Global Broker Management in Allianz SE and Allianz Global Corporate & Specialty SE (AGCS), the industrial insurance arm of Allianz. In this role he is responsible in managing the global broker relationships and supporting the Allianz companies in building their growth strategies through the Global Broker channel. In addition, Michael is the Global Head of Customer Experience at AGCS since 2015. Prior to these appointments, Michael headed the P&C operations of Allianz in Japan as President & CEO of Allianz Fire & Marine Insurance Japan Co. and Country Manager of AGCS for 5 years. During this time, he was part of the Regional Executive Management Team of Allianz and AGCS in Asia-Paciﬁc.

15:5016:10

Direct Line Group Case Study: Delivering Better, Smarter Communications to our Customers Satarupa Banerjee, Direct Marketing Manager, Direct Line Group Satarupa will walkthrough the journey of Direct Line and how our customer communications have evolved over time and improved engagement with our customers and built a long lasting relationship. This includes creation of an engagement programme with our customers and more innovative/engaging channels to talk to them identifying points of need that would deliver most value to them. This has improved our brand engagement,

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advocacy and contributed signiﬁcantly to DLG’s sales numbers. We are constantly testing creative copy and design, propositions, new data sources, creative formats etc. in a test and learn environment to optimise communications to our customers. Satarupa heads up Product strategy and Development for Motor in Direct Line Group. Satarupa, a Cranﬁeld MBA brings 15+ years of varied experience across consultancy, product management, change management and customer marketing. With our once once-revolutionary ‘come direct’ proposition suddenly drowning in a sea of price-focused comparison websites, Direct Line needed to reposition itself within the insurance space – and fast. To do this, we planned to reframe our direct relationship with customers and deliver insurance as a value-driven product. Satarupa is going to walk us through how Direct Line Group has repositioned itself as a brand and how they have come up with products and services that would constantly add value in the lives of their customers.

16:1016:30

Let’s Not Neglect the Humans! Carolyn Blunt, Managing Director, Ember Real Results

Carolyn Blunt is Managing Director of Ember Real Results, an organisation within the expert customer management consultancy Ember Group and that works with contact centres to improve performance through world-class training, coaching and learning. For the past decade Carolyn and her team have become especially renowned for identifying opportunities to improve customer experience and sales whilst creating efﬁciencies. The pragmatic and interactive solutions deliver lasting real results. Advocate clients include Bupa, Boots, Autoglass, IKEA, Halfords, Three and Co-op Insurance to name just a few. Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective Social Customer Service’ published by Wiley. As an industry writer and speaker Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging and trusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’.

CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS 16:3016:50

Amazon Case Study: Conversational AI with Amazon Alexa Max Amordeluso, Principal Evangelist, Amazon Alexa Skills Kit (ASK) Advances in ML and AI have allowed for an entirely new way of building user experiences, by using Voice. Learn about the future of voice based experiences and how to to create your own using Amazon Alexa. Max Amordeluso is Chief Evangelist for Amazon Alexa Skills Kit (ASK) in Europe. His main mission is to introduce Alexa to European developers, and demonstrate how they can build natural and delightful voice experiences for customers. Max has held several technical leadership roles during a career spanning over 15 years—prior to his current role he led the teams that brought Alexa Skills Kit to United Kingdom and Germany, and spent the previous two years leading the Solutions Architects team for Amazon Web Services in Europe. Max is passionate about topics including Human Computer Interaction, the Internet of Things and the materialisation of science ﬁction predictions.

HALL 2

The power of the machine to support the customer experience is exciting, but they are unlikely to be able to support every single touchpoint in your customer journey, there are times when only a human will do! Liberating your Advisors to deal with more complex queries is a win:win for them (makes the job more interesting!) and for your customers, but the skills required to do so empathetically are what will make the difference. Whilst well programmed machines can serve information easily and faster than any human brain, they still struggle to recognise emotions, respond with warmth (that other humans ﬁnd sincere anyway!) and de-escalate complex human emotions. You may argue that some of your Advisors do too – so how are we supporting them to leverage their unique human abilities in 2018? If front line contact centre workers fear for their jobs in the age of robotics then the best competitive advantage they can make is to come to the workplace with their heart in their hand. In this session Carolyn Blunt will detail how to develop and train the most important skills in your Advisors for the Digital Age.

CONFERENCE PROGRAMME 16:5017:10

HALL 2

Centrica Connected Home Case Study: Deliver an Exceptional Customer Experience with Intelligent, Connected Service Neil Procter, Global Head of CRM, Centrica Connected Home & Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce Hive, which is pioneered by Centrica Connected Home, gives people more control over their homes and their lives through the power of connected technology. The Hive brand boasts impressive Net Promoter Scores (NPS) with 75% of its customers claiming to have recommended the brand to their friends or family. Join this session to learn how Centrica is engaging with its customers in a smarter, more personalised way on one customer service platform that enables them to reduce costs while increasing customer satisfaction. Learn how Service can define your brand to give you that competitive edge. Neil Procter is Global Head of CRM at Centrica Connected Home which brings the Hive brand to market. Neil is responsible for selecting and delivering the customer technology that drives Hive marketing, sales, fulfilment, billing and customer service. Prior to Centrica, Neil lead the delivery of high profile CRM projects for News UK, General Motors and many others.

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Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and he has spoken at over 300 events and visited over 500 contact centres in Europe, America, Africa and Asia. Dave spent 10 years at Aspect, where he was involved with industry pioneers such as First Direct, Direct Line Insurance, British Airways and QVC. This was followed by 7 years at Cisco, where he worked on the full Uniﬁed Communications and Collaboration portfolio, but specialized in multi-channel contact centres, knowledge management, web self-service, videocommunications, home-working and accessibility.

17:1017:30

Google Case Study: Infuse Your Business with Machine Learning Eric Haddad, Director Central and Southern Europe, Google Cloud In this session, Eric Haddad will share an overview on how A.I. and Machine Learning are developed and used at Google and how your business can beneﬁt from it. To do so, he will walk you through real existing enterprise customer case studies such as real-time auction, images processing, insurance risk….. Eric Haddad joined Google on April 2011 and now leads Google Cloud for Central and Southern Europe. Previously, he was Solutions Cloud Computing and Uniﬁed Communications Director at Microsoft. He also was successively Strategic Alliances Director and Sales Director for Telecom and Media segment in France and Europe. He started his career at IBM, and became Channel Sales Director at Sun Microsystems (Oracle) and Sales Director for Telecom, Media and High Tech sector at BEA Systems (Oracle). Eric Haddad is an engineer, graduated from Polytech Orleans and N7 Toulouse. He entered EM Lyon, where he obtained an MBA. In 2006, Eric followed the Kellogg School of Management Advanced Executive Program in Chicago.

17:3017:40

Chair’s Closing Remarks Helen Wilson, Managing Director, IPSOS Loyalty I’m about: • • •

17:40

Creating and building great client relationships Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it what you will Helping clients build even better customer and employee relationships – by understanding what they need to focus on, the impact of so doing, with the ultimate goal of improving business performance

Drinks & Networking Party

Everything you need to build a multichannel contact centre in the cloud Voice

E-Mail & Fax

SMS

Web Chat

Social Media

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puzzel.com m | 0333 300 0066

CONFERENCE PROGRAMME

HALL 3

HALL CHAIR: Martin Hill-Wilson, Founder, Brainfood Consulting

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:0011:20

LEGO Case Study: Know, Nurture and Nudge your Customers Monika Lütke-Daldrup, Senior Director, Lego Consumer Services, LEGO Group Guided by the company spirit: “Only the best is good enough”, the LEGO Group aims to inspire and develop the builders of tomorrow through creative play and learning. It is this ambition and the unique LEGO brand values that provide the foundation for the LEGO Group’s award-winning Customer Service. Learn from LEGO Customer Service’s unique approach to customer engagement: you will hear about how they created a branded tone of voice and developed a playful and creative approach to customer personas and customer journeys, using these to help their teams nudge customers towards ever more immersive LEGO experiences. A Customer Engagement expert with two Master’s degrees and an exceptional track record in leading international Contact Centres for a premium brand, managing business transformation, growth, diverse groups of people, project portfolios and Lean process improvements. I care deeply about delivering premium customer experiences that act as a brand differentiator and deepen the level of engagement with a brand. I care equally about optimising operations.

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11:2011:40

Pizza Hut Case Study: Making The Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data To Map Out Their CX Journey Cary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead, InMoment Many companies say their customers are at the heart of their decision making, but at Pizza Hut Restaurants, guest feedback truly shapes the discussion in the boardroom. By bringing in various sources of data—including loyalty app ratings and social review verbatims—the company knows exactly where to focus its efforts to improve ‘customer experience’ and drive market-leading growth in the UK. Join Cary Lawton, Guest Experience Manager for Pizza Hut Restaurants UK, and Matt Trickett, Hospitality Director for InMoment EMEA, to hear how Pizza Hut Restaurants leverage guest feedback to improve existing processes, vet proposed concepts and ventures, and deliver unparalleled guests experiences – and unforgettable pizza – each and every day.

Cary is a customer service and experience professional dedicated to giving customers a voice in the organisations he works for and creating customer centric strategies to improve the customer journey and the bottom line. Cary moved into his current role at Pizza Hut Restaurants 3 years ago and is responsible for Customer Services, Guest Insights and Service Development having spent the two years previously at ADT Fire and Security launching and developing their Customer Experience Programme. Prior to that he held similar operational roles at E-on and British Gas. He is passionate about making informed decisions on data and optimising the most important touchpoints in the customer journey both in and outside of restaurant. Outside of work Cary is a competitive bodybuilder.

Matt heads up the hospitality department at InMoment EMEA, advising and overseeing a large set of clients across both the UK and Europe, by providing expertise on latest Customer Experience and sector trends. Prior to joining InMoment in 2014, Matt had a varied operational management background, working for brands including Next, Hotel Chocolat, Steinhoff and Aldi. He is passionate about technical solutions and product advancement whilst optimising client success through the ability to help businesses deliver their objectives.

HALL 3 11:4012:00

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Waitrose Case Study: Saving £3.5 Million Through Partner Ideas Stuart Eames, Operational Improvement Manager, Waitrose UK retailer Waitrose implemented an idea management platform to overhaul its long-established suggestions box and to better-engage Partners in driving the business forward. The Partner Ideas programme has delivered clear ROI multiple times over, and is gaining traction throughout Waitrose and its parent organisation, the John Lewis Partnership. Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British Grocer. Having spent 16 years running supermarkets and understanding first hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading Operational Improvement for Waitrose, having delivered over £3.5m savings to date. Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. Recently recognised through the Employee Engage Awards 2016. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE 12:0012:20

Virgin Holidays Case Study: Using the Customer Journey to Build Your Brand Kate Burgess, Head of Customer Experience, Virgin Holidays No matter your business, your customers now have more choice and higher standards than ever. If you’re a Virgin business, those standards only rise. So Kate Burgess will share with you what Virgin Holidays has done to create and keep happy customers. In this insightful behind-the-scenes look at Virgin Holidays, she will communicate the latest thinking behind its radical overhaul of the customer journey, touchpoints and technology.

12:2012:40

Are You Sitting Comfortably? You Shouldn’t Be… Tim Pritchard, Managing Director, Customer Experience, Kantar TNS The CX community is operating in an increasingly tough environment. In a world of untold pressure and expectation; where improvement action is almost a paradox of choice; yet where prioritisation and evidence of success are non-negotiable. Anyone sitting comfortably in CX needs to think again. Disruption is rife. No category is standing still. Times are changing. The rules are changing. Are you ready? Many CX professionals are at a crossroads. With CX taking centre stage in many organisations, the level of scrutiny from the C-suite has never been higher. Is it any wonder CX execs are exhausted? We’ll be sharing some of the challenges we commonly hear from CX execs, as well as the strategies they’re employing to ensure their organisations continue to thrive. Helping brands to deﬁne, track and activate their Customer Experience (CX) strategies. We do this by identifying the moments that matter most to customers, establishing the priorities for improvement action and investment to drive customer engagement and deliver optimal ROI. Our CX offer blends advisory and consulting services, data capture and measurement (relationship surveys, real-time transactional feedback, social dialogue) and advanced analytics (joining the dots between survey, behavioural, CRM, social and operational data). We use best-of-breed operational CEM platforms (Medallia and Qualtrics) to capture and report in-the-moment feedback. I lead CX engagements with clients from all industry sectors, building on research and planning roles spanning 25 years.

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A bi-lingual, tenacious, highly-motivated, dedicated and results oriented leader with extensive experience in the commercial and operations field within the travel/leisure industry. Demonstrating entrepreneurial and creative flair and utilising my superb communication skills, I have forged, developed and maintained successful working relationships with a broad range of people including PLC Board members and other high-profile individuals both internally and externally. With a proven track record in managing multi-million pound capex projects, delivering outstanding commercial and operational results, and a valuable and highly transferable skill set, I am constantly seeking to broaden my skills and bring immediate and strategic value to any role I possess.

PLA ATTINUM SP ONSORS

Learn how to deliver a personalised, conne ected experience for your customers. Come and seee us at stand 39 or attend our presentation on the Latest In nnovative and Disruptive Technologies in Hall 3 at 2:20pm 2:20pm.

Speak k to our CX Consultants s at

sta and 39.

Engage Hub’s cross-channel customerr engagement technology enables organisations to deeliver better customer experiences through SMS, MMS, web, email, voice, push notiﬁcations, Facebook Messsenger and more. From customer services to marketing, Engage Hub gives businesses centralised control ovver all channels of communication and data which, ultimatelyy,, results in improved operational efﬁcciencies.

Engage Hub, proud to o be suppor ting some of the world’’ss most successful companies:

+ 44 (0) 20 7183 3860 | sales.enquiries@theengagehub.com | www.engagehhub.com

HALL 3 12:4013:00

CONFERENCE PROGRAMME

Northumbrian Water Case Study: Customer and Employee Engagement Through Cultural Transformation James Muir, Transformation Development Manager, Northumbrian Water Delivering great service is at the heart of most organisations and it is often the deﬁning factor as to what makes an organisation great, or not so great when it comes to customer and employee engagement. Northumbrian Water has the vision of delivering unrivalled customer experiences at all times, to achieve this vision they recognised there was a need to develop a transformational change programme that would engage with all employees, from the exec team to the person answering calls within the call centre or the person digging holes in the road. True customer engagement involves everyone at all times. James will share some of the learning insights, neuroscience tools and emotional intelligence skills that they applied in an organic manner over the last 5 years in order nurture an environment of continuous improvement. With 15 years experience within the water industry and over 18 years leading teams within the customer service environment, James has focused his career on enhancing the customer and employee experience. With a passion for delivering great service and a belief that great results are achieved through emotional intelligence, leadership role modelling and complete customer focus, he has been working with Northumbrian Water to develop cultural transformation programmes designed to ensure employees and customers are at the heart of everything they think, feel, say and do.

13:0014:00

Lunch & Networking Break

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO

14:0014:20

Why You’re Doing Inﬂuencer Marketing Wrong and How to Get it Right… Harry Hugo, Director, Goat Agency

Harry set up his first business when he was 16, a football fan site network with 60 websites and over 500 global writers. He was then invited to write for Liverpool’s official website as an influential blogger. He then became Head of Social at Sportlobster by 18 and built relationships with every major influencer in the UK. Since Harry founded Goat, the company has grown from 3 to 15 staff in 18 months and has worked with global brands like Coca-Cola, ESPN, Budweiser and British Airways.

14:2014:40

How The Latest Technology is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of Product, Engage Hub Technological advancements have changed the way businesses, in every sector, communicate with their customers. And with every advancement, comes a new set of challenges. The proliferation of technology, easier access to information and new disruptors to the market has divided consumers’ attention as their options increase. Established players have done great things for customers over the last decade but they now need to adapt, not in spite of their legacy systems, but by embracing them. This presentation will showcase the latest customer-centric design strategies, recent technological advancements & award-winning case studies to highlight how organisations can drive growth whilst simultaneously transforming their customer experience.

HALL 3

Everyone is beginning to latch on to the fact influencer marketing is the ‘in’ thing to do in the advertising world but there’s a lot of misconceptions and false ideas around what it can and can’t do and ultimately how it works. Harry has been working on influencer marketing before the term influencer marketing was coined, he now owns Europe’s largest influencer marketing agency and is here to share how influencer marketing is helping companies like Apple, KFC, British Airways and Google infiltrate the social media world that we’re all trying to own a piece of.

CONFERENCE PROGRAMME

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Lorna leads the marketing team at Engage Hub, bringing with her a strong understanding of global B2B marketing strategies, in-depth market insight and digital growth hacking expertise. Prior to joining Engage Hub, Lorna has held other marketing positions in the professional services, telecommunications, and SaaS/cloud computing industries. Most notably, Head of Group Marketing at Oxygen8 Group and Group Content Marketing Manager at Emarsys, a B2C marketing automation provider. At Engage Hub, Lorna is responsible for devising and implementing the global marketing strategy to further increase brand awareness and market penetration within the enterprise landscape. As Head of Product, Xavier spearheads the strategy for Engage Hub to ensure it not only meets the needs of the market, but also remains the leading innovator of customer engagement solutions. Prior to joining Engage Hub, Xavier was responsible for leading the product strategy for multi-national enterprises and major retailers across Europe. Holding an MBA from the London Business School coupled with extensive commercial experience, Xavier is well equipped to consult on emerging communication technologies with Engage Hub’s expanding corporate customer base.

14:4015:00

How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things) Paul Armstrong, Digital Marketer, Strategist & Technology Advisor Paul will take you through some key icebergs coming in the next ﬁve years and discuss how to make strategic technology decisions. To ﬁnish, Paul will take you through an exercise to get you and senior “roadblockers” to take risks and do big things. +14 years of global digital marketing experience working at Mindshare (Media), Myspace (in-house) and BursonMarsteller (Comms) before founding the emerging technology advisory (HERE/FORTH). Featured in BBC, FT, Guardian, Times, ITV and Campaign. Author of ‘Disruptive Technologies’ (Pub. Kogan Page/2017) and regular contributor to Forbes, Reuters, Cool Hunting and others.

15:0015:30

Coffee & Networking Break

HALL 3

CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL 15:3015:50

If Insurance Case Study: How one of the Largest Scandinavian Insurance Companies Adapts to their Consumers Evolving Needs Thomas Rodseth, VP Product & Marketing, Puzzel If Insurance is one of the largest Scandinavian insurance companies with over 3 million private and 320,000 corporate customers. They have recently implemented what is seen to be the largest public cloud contact centre in Europe, in an initiative to meet the changing expectations of their customers. Currently, the project is half way through completion of roll-out to more than 3,400 agents. This represents more than half of If’s 6,400 staff across 4 different countries. This presentation will examine how the project is meeting the brief to respond to the evolving customer requirements. Highlights of the project include; meeting customers in new communication channels, task routing for the middle ofﬁce, and improving alignment and common best practice across different geographies. Thomas has 25 years of operational experience working in the telecoms and software industry. He offers perspective as a vendor, providing solutions for customer engagement but also as an end user when managing a 1,000 agent contact centre. He has a great passion for solving customer interactions and is involved in a range of customer projects, from initial concepts to implementation. He is instrumental in creating solutions that meet customer demands. During his career, he has been involved in several exciting technology projects in different parts of Europe. Since 2010, Thomas has been with Puzzel in the role of VP Product & Marketing. He oversees the development of the Puzzel Product portfolio, their core proposition being cloud-based, multi-channel, contact centre solutions. Thomas is currently engaged in several major delivery projects and is keen to share his experience and wealth of knowledge when presenting at conferences.

HALL 3 15:5016:10

CONFERENCE PROGRAMME

Virgin Media Case Study: Improving Staff and Customer Experience with Digital Innovation – How Can you Empower and Excite your Store Staff with Digital Tools to Improve Customer Experience? Hannah Shepherd, Head of Retail Experience, Virgin Media • • •

Empowering Staff: What are the best approaches to deliver a training programme to empower your sales team? Improving Customer Experience: How does staff empowerment improve customer experience? Increasing Digital Adoption Rates: How to develop an engaging tool which excites staff so much so, they can’t put it down!

Hannah has over 14 years experience working for Virgin Media Retail in both front line sales and head ofﬁce. Hannah is responsible for internal communications and customer experience at Virgin Media Retail. She is well known in her business for pioneering the use of new and innovative media tools that reﬂect and contribute to the modern business environment.

16:1016:30

Eurostar Case Study: Mapping Customer Journeys from your Customers’ Verbatim Comments Laure Noireau, Customer Insight Manager at Eurostar & Laurent Garnier, CEO, KPAM • • • • • • •

How to assess the experience you offer to your customers? How to map your customer journeys from the most ‘experiential’ material, that is to say your customers’ verbatim comments? How to choose the 4 or 5 touchpoints on which to focus? How to identify isolated best pratices that deserve to be deployed? How to spot weak signals, that is to say your customers’ emerging expectations? All these questions will be answered during this presentation. Laure Noireau, Customer Insight Manager at Eurostar, will provide feedback on her experience with KPAM.

Created 12 years ago, KPAM is a survey institute specialised in verbatim comments analysis and customers and employees journey mapping. That’s how we help companies manage and improve the customers experience they offer. We deliver for brands such as Nespresso, Axa, Orange, Ikea, Toyota, Accor, Air France, Mercedes and especially Peugeot, ATS Euromaster and Eurostar in the UK. Alongside, we have been holding many surveys on the issue of customer delight. Previously, Laurent had followed a 15 years career within the advertising industry in France, Hong Kong and Singapore, where he worked for brands such as Pepsi, Audi, Mercedes, Danone, and Henkel for instance.

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After eight years in a number of commercial roles at BT (British Telecom), Laure Noireau joined Eurostar in 2006 and she has been responsible for Customer Insight within the renowned high speed rail company for the last 10 years. She has managed a vast array of strategic research projects (ranging from brand, communications, CX, product development, loyalty and customer segmentation) involving both qualitative and quantitative methods. Since 1994, Eurostar has carried over 150 million passengers across the English Channel, and this number keeps growing as they are constantly improving their quality of service.

CONFERENCE PROGRAMME

HALL 3 CUSTOMER DATA AND PRIVACY INCLUDING GDPR

16:3016:50

Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer Data is enabling retailers to build stronger and more informed connections with their customers and colleagues. The success of these relationships are predicated on trust by the individual that the business will use their data responsibly. The presentation explores if GDPR provides a useful framework for retailers to build the trust in how they use personal data to build trust. Senior and experienced Business and IT Leader with an excellent track record of delivering Information Strategy and Global Programmes which drive commercial value. Combines strong leadership with solid interpersonal skills and a customer focus. As a strategic thinker works across both the Business and IT domains to identify where information and technology enable the business strategy. Recent experience includes delivery of complex global programmes, leading an Analytics Centre of Excellence and driving Business Information strategy for a major retailer.

16:5017:10

Cordery Compliance Case Study: GDPR Fake News Live – Separating the Fact From the Fiction Jonathan Armstrong, Partner, Cordery Compliance GDPR is today’s hot topic. But amongst the fact there is plenty of GDPR ﬁction. GDPR fake news is sweeping the nation. In this talk Jonathan will continue the ﬁght against a modern evil putting the sword to some of the most common items of GDPR fake news.

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Jonathan is an experienced lawyer with Cordery in the UK with a concentration on compliance and technology. His practice includes advising multinational companies on matters involving risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries involving things like data breach, reputation and global privacy policies. Jonathan is regarded as one of the leading experts on GDPR. He wrote an alert on the new legislation on the day it was ﬁrst proposed and he led a consortium of leading technology businesses in making representations about the proposed new law which suggested, amongst other changes, an extension of the security breach reporting window.

17:1017:30 17:3017:40

Panel Discussion Guy Johnson, Head of Data Governance, Marks & Spencer & Jonathan Armstrong, Partner, Cordery Compliance

Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency. Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

17:40

Drinks & Networking Party

www.wearekura.com

www.inisoft.com

We p provide award-win nning people and contact ceentre technology solutions that enable our clients to p provide great service and grow their customer base.

Speak to our team m today to learn how we can help you. Call â&#x20AC;&#x201C; +44 (0)330 0441 2722 www.wearekura.com

@wearekura

Kurra (CS) Ltd

Email â&#x20AC;&#x201C; marketing@wearekura.com www.inisoft.com

@In nisoftLtd

Inisoft Ltd

CONFERENCE PROGRAMME

HALL 4

HALL CHAIR: Alyson Fadil, People Director, Missguided

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE 11:0011:20

Corona Energy Case Study: Wow Customers Through myCEO Matthew Gray, CEO, Corona Energy The myCEO vision has transformed Corona Energy to now making a positive difference every day for its staff, customers and bottom line. Matt Gray is showcasing the Corona Energy journey. See how you too could improve your customers experience through putting myCEO at the centre of everything.

Matt Gray has been the CEO of Corona Energy (a wholly owned subsidiary of Macquarie) since March 2008, alongside his role as Senior Managing Director at Macquarie Group. He began his career with a ten year appointment at Shell International. His primary focus was on management and business development roles in both Shell’s gas and power divisions, equipping him with the skills for his role at Corona Energy. Corona Energy is the leading Independent B2B Energy supplier to Government, Corporate and Small to Medium enterprise customers in the UK (www.coronaenergy.co.uk). The business has over 200 staff, 10% market share with 11,000 customers and 80,000 sites. Products cover Gas, Electricity, Energy Savings, Asset Finance, Smart Metering, Trading Access, Renewables and White Labelling.

11:2011:40

Inspiring Customer Loyalty Obi Abuchi, Consulting Director, NKD Most organisations understand that proﬁtability and growth are built on high levels of customer loyalty. However, few organisations demonstrate the belief that sustained customer loyalty is founded on the engagement and motivation of their employees. During this presentation, you will hear how two global brands – DHL and Tesco – went on a journey of investing in employee experience and reaped the rewards of high levels of customer loyalty and engagement. You will gain insights into what you could do to take your customer engagement to the next level by inspiring your people to deliver iconic service.

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Obi is a Chartered member of the Chartered Institute of Personnel and Development (CIPD), a Neuro-Linguistic Programming (NLP) Practitioner, and author of The Magic of Monday. He has spent most of his career enabling organisations across the globe, including Shell, Deutsche Post DHL, Tesco and Transport for London, improve performance by engaging, energising, and empowering their employees, ensuring the culture of the organisation is aligned with the business strategy. As Consulting Director at NKD, Obi leads various teams in designing and implementing digital, blended and facilitated learning and engagement solutions for global clients.

11:4012:00

Motability Operations Case Study: Values & Behaviours Vs. Process & Memory: How to Utilise Technology to Get the Basics Right Llaura Hughes, Training and Communications Manager, Motability Operations Frequently the implementation of new technology within a business is treated like a project – something with a start, middle and ultimate ﬁnish line. However, Motability’s case study demonstrates how rigorous implementation and maintenance of a virtual agent is actually a never ending marathon – which commences with taking a hard look at the workforce and the knowledge around them. We’ll discuss the steps taken to improve overall employee engagement and customer satisfaction, by removing the day-to-day monotony within customer interactions and utilising emotional intelligence with the use of an up-to-date knowledge management base and an award winning employee facing virtual agent.

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CONFERENCE PROGRAMME

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

FUTURE OF THE CONTACT CENTRE 12:0012:20

Are You a Customer Service Leader or Laggard? Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft New research from ContactBabel has revealed that only 21% of customer service leaders view advisor attrition as a key driver for organisational change. In this same research, 35% of leaders believe their advisor’s performance was only “fair” or “poor” – does this mean there’s a leadership problem? Finally, when asked how organisations canmost improve customer satisfaction, the number one answer was to increase ﬁrst caller resolution. So how can organisations achieve this? How can they improve and motivate their advisors to deliver a great service? And how can they ensure they’re leading in customer service excellence and not lagging behind? To answer these very questions, Kura and Inisoft teamed up with ContactBabel and The Contact Centre Association (CCA), to conduct new research, putting questions directly to industry leaders and the front-end advisors that deliver the service. Join this discussion as we reveal some of the key learnings and how you can implement the recommendations in your organisation. Arceeb has 17 years experience in the Outsourcing industry working with varied clients across public, private and third sectors. Arceeb believes in straightforward relationships, and knows that through strong client partnerships we unleash the potential of people to deliver outstanding results. Oonagh joined Inisoft as a software developer in 1997 and worked in increasingly customer focussed roles until becoming head of the company in 2015. Oonagh believes in developing software that works for real people, with every feature designed to solve real problems. Inisoft’s agent desktop software, Syntelate presents a simple interface to the advisor which allows them to concentrate on the customer rather than the technology.

12:2012:40

BT Case Study: BT’s Customer First Transformation Abby Thomas, Director of Transformation and Change, BT

As Director of Transformation I am responsible for designing, trialling and deploying the customer experience for new products (spanning BT’s online, contact centre and retail channels for all of our consumer products), and developing and embedding change programmes for the beneﬁt of our customers. I am focused on new product development and launches, digital transformation (including app development) and operating model / systems / process improvement and innovation.

12:4013:00

The Digital Opportunity for Contact Centres — 5 Communication Habits that Drive Success Katie Waldeck, Customer Experience Director, soh Engage Award ﬁnalists, and service communications experts, soh discuss how rapid growth in digital support channels — such as web chat, social media, SMS and online answers to FAQs — is challenging what organisations need to do to communicate with their customers successfully. From their experience of working with some of the UK’s best-known companies you’ll learn:

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In 2013 BT embarked on a multi-year programme to transform the way they interacted with customers, particularly in service. BT have moved from a fragmented model of service, spanning multiple on and offshore sites with limited self-service, to a simpler, more effective approach where customers can take advantage of ‘channel of choice’. This transformation has delivered major beneﬁts for our customers and for our people.

We e make customer engagement smarter giving you proactive, intelligent conversations with your customers

Tel: 020 358 243 60 www.voicesage.com

HALL 4 • • •

CONFERENCE PROGRAMME

What the service communications challenges are — the latest industry data showing 100% growth in digital support channels across sectors from Retail to Financial services, and what this means for organisations. The 5 service communication habits — what they are and how you can use them to make a big difference to your customer service. What the results have been — Research and real-life examples from Engage Award Finalists Nectar, Dee Valley Water as well as other companies, showing how the 5 habits increase CSat, reduce costs and create sales opportunities.

Katie’s responsible for helping leading brands — including Allianz, John Lewis and Sky — cut costs, retain customers and increase sales by improving their service communications. She has over 10 years’ experience of making it easy for forward-thinking organisations to create brilliant customer experiences across a wide range of customer touchpoints. Katie leads an interdisciplinary team whose expertise covers service strategy, UX / CX design, writing, linguistics, consumer research, quality assurance / governance, visual design and voice. With a degree in French and Spanish, she loves languages as well as travel. And, having trained in legal defence, is never happier than when ﬁghting for the rights of customers when it comes to service experiences.

13:0014:00

Lunch & Networking Break

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO 14:0014:20

Perceived Customer Value: The New Competitive Battleground Professor Moira Clark, Director, Henley Business School This presentation will cover: • • •

What is perceived customer value and are you providing it for your customers? Understanding the key dimensions of value Have you got a resonating focus?

14:2014:40

Crack the Code: Upgrade Your Customer Experience, One Conversation at a Time Sally Earnshaw, Managing Director, Blue Sky Performance If you want to drive customer experience in your organisation, you’ve got to change conversations at every level of the business. Research shows; Leaders need to be able to create the right climate; Managers to know what good looks like and encourage it to show up every day and front line teams have to have the core skills that are different for the new economy. The conclusion is; it’s all about the way conversations happen in your business and without the right tone, climate, and behaviours, it can all go horribly wrong. Sally has over 25 years’ experience at a senior level building, managing and leading teams to deliver exceptional customer service and sales results. Her passion for unlocking potential in people took her to the arena of learning and development, where her enthusiasm and drive has led her to be described as ‘a force of nature’. She’s on a one woman mission to make the world just a little more human and has recently delivered a TEDx Talk on ‘Stepping up to success’ and published her ﬁrst book called: Crack the Code: Upgrade your customer experience, one conversation at a time.

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Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

CONFERENCE PROGRAMME 14:4015:00

HALL 4

Daily Mail Group Case Study: Humankind Suzi Caesar, Head of Customer Services, DMG Media Humankind – a dynamic, informative and fun session focusing on the key ingredients for a successful transformation. Hosted by Suzi Caesar of DMG Media this session shares valuable insights from a variety of organisations, navigates through the complexities involved with major transformation, reviews what’s needed to make your own compelling case for change and illustrates why being humankind is essential. “Strategy and technology deliver promise, people and process deliver results” Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UK publisher. Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, Customer Care Director for asos.com, a management consultant in private and public sector, and Customer Service Director at Orange, Sky and Microsoft. In particular Suzi specialises in transformation within disruptive markets, driving revenue, efficiencies and people engagement as a result. She is driven by the fact that businesses want profit and people want inclusion, collaboration and recognition. She believes to thrive it’s vital that organisations adapt to humankind, finding new ways to create and exchange value and to do so with care, empathy and authenticity. Suzi is a non-executive director of a social enterprise communityfirstuk.com that promotes digital skills for inclusion and employability. She recently won a Personal Achievement Award from DMGT for her work in helping the founders, Pauline & Carol, establish communityfirstuk.com. Suzi works globally and lives in London and Carnoustie. She also loves kayaking, off-roading, photography and film making.

15:0015:30

Coffee & Networking Break

THE EVOLUTION OF CX SERVICE DESIGN 15:3015:50

Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung

HALL 4

In today’s Omni channel world, consumers have an almost inﬁnite number of ways with which to interact with brands and they expect excellent service across every single one of them. In order to deliver the best possible experience, Samsung is constantly striving to better understand our customers, the things that affect them and be available to them at any time, wherever they maybe. We also recognise that we need to support our customers over their lifetime with us more effectively, across a multitude of categories and very often, in fast-paced developing eco-systems, such as the smart home. We must ensure we are present and active on the right channels, in the right ways and are devoting the right level of resources to underpin best in class customer experience. Come and hear how consumer insights are at the forefront of understanding many of these challenges, in helping to guide decision making, in the ever changing and evolving world of the omnipresent experience. As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading, designing, analysing and driving voice of the customer (VOC) programs. With over 26 years’ experience in market research and insight gained all over the world Darren now spends his career with Samsung, uncovering those hidden gems of customer feedback that help drive improvement in Samsung’s overall customer delivery. He has a passion for identifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude of touchpoints and product lifecycles, with strong focus on mobile devices.

CX Service Design – Evolution or Revolution? Darryl Beckford, Head Of Digital Acceleration, KCOM We have all fallen into the trap of trying to design new experiences with a blank sheet of paper – assuming that we can create a customer experience revolution overnight. However, in reality we know that this is not always possible for any number of reasons, not least heritage, legacy infrastructure and hard baked ways of working. Changing the direction of your organisation can feel like trying to turn a huge tanker around, a big undertaking and something that needs to be done in small increments, i.e. as an evolution. But does this slow pace of change create frustration and lead people to try and avoid change altogether? Does it mean they focus solely on people or culture change rather than process change? In truth, trying to create people who treat your customers the

HALL 4 15:5016:10

CONFERENCE PROGRAMME

right way every time can feel a little like trying to breed unicorns. Is the answer then, that it’s possible to do a bit of everything – revolution and evolution? Process and culture change? And can technology solutions, such as robotics and multichannel, play a part in that? Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers across multiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences for customers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

16:1016:30

Bupa Case Study: Getting the Experience Right, By Design Sean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience. Bupa Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeing needs. Our purpose is helping people live longer, healthier, happier lives. But how can thousands of colleagues deliver consistently the Brand promise without a compelling vision of the target experience? And even when you have one how can you ensure all your colleagues and partners embrace it and deliver it on every occasion? Using immersion and research to understand the current experience, through concepting and blueprinting to deﬁne the target experience, and onto planning the implementation approach, Sean and Anna will walk through a practical step by step guide to “getting the experience right, by design”. As Director of Customer Experience Sean 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 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 was responsible for the Customer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director of Customer Experience. Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despite her passion for marketing, she found she really wanted to make a difference for the customer. So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa. This role really lends itself to her ﬁrst love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.

HALL 4

CX STRATEGIES FOR THE CUSTOMER JOURNEY PART TWO 16:3016:50

Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of Cloud Alastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO, Content Guru Rail Delivery Group’s Alastair Page and Content Guru’s Martin Taylor take you on a six-stop journey to ﬁrstclass customer engagement. They will describe their voyage of joint collaboration to a fully-integrated communications estate for the Rail Delivery Group. Their solution provides customer self-service tools, powerful real-time and historical Management Information, personalised communications treatment and the ability to deal with large spikes in enquiry volumes. They will then conduct the discussion towards which trends they think are going to go full steam ahead, and which are bound for cancellations, delays, and signal failures. Alastair Page is part of the Customer Experience directorate, providing service management of the nationalrail.co.uk website, associated Apps and B2b services, ensuring the smooth operational running of all online systems, supplier management, Stakeholder Relationship Management and Problem Management, all with the view of improving the customer Journey.

CONFERENCE PROGRAMME

HALL 4

Martin Taylor is Co-Founder and CMO of the Redwood Technologies Group, comprising specialised communications systems and software manufacturer Redwood Technologies, and multi-channel cloud communications provider Content Guru. Headquartered in Bracknell, Berkshire, the Group has operating companies or facilities in the USA, Netherlands, Ireland, Germany, Italy, Malaysia and Singapore, servicing household-name customers spanning utilities, travel, ﬁnancial services, retail and public sector. Signiﬁcant industry recognition includes the 2017 IT Europa Award for ‘Best Vertical Market Solution’, the UK IT Industry Awards ‘Best Use of Cloud Services’, and the Queen’s Award for Enterprise: Innovation in 2016, the highest accolade for business in the UK. Since co-founding Redwood Technologies with his brother in his early twenties, Martin has remained at the forefront of innovation in communications technology. His role now centres on strategic market development and heading the Group’s public sector practice.

16:5017:10

See the Forest for the Trees: Drive Customer Engagement Through Complete Understanding Richard Burns, Director of Strategic Sales, NICE Satmetrix You might think any amount of insight into your customers is a good thing, but watch out: An inadequate view can do more harm than good. Learn what it takes to reveal a useful view of the customer journey, and then translate that knowledge into strategic action that drives powerful customer engagement. Find out how the two elements of CX program maturity create a virtuous cycle of insight and growth, and how to avoid stumbling around without a plan for success and progress. Richard Burns is Director of Strategic Sales at NICE Satmetrix, based in our London ofﬁce. He has 12 years of experience in the customer experience space, working as a program consultant, account manager and sales director, into his current role. His passion is helping enterprise companies to build out and reﬁne successful customer experience programs – delivering demonstrable value, and ensuring stakeholder engagement. He holds a bachelor’s degree in politics from the University of Nottingham, UK.

17:1017:30

Raleigh International Case Study: Engaging with Millennials James Sutton, Business Development Strategist, Raleigh International Millennials now make up one quarter of the UK’s population. They therefore represent a significant demographic to engage, whether as employees or as consumers. James Sutton, Head of Corporate Partnerships at youth-led sustainable development charity Raleigh International, explores the role of corporate social responsibility (CSR) in engaging Millennials. Sharing insights from the field, case studies, and his own research, James will be setting out why now more than ever is the right time to be using CSR to turn the heads of this increasingly influential audience.

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James has worked at Raleigh International as Business Development Strategist since January 2015; he previously volunteered with Raleigh in Costa Rica and Nicaragua in 2002. James is also a Teaching Fellow in Marketing at the University of Sussex. He is an Associate Member of the Institute of Corporate Responsibility & Sustainability, and a Fellow of the Royal Geographical Society.

17:3017:40

Chair’s Closing Remarks Alyson Fadil, People Director, Missguided An inﬂuential, experienced and credible Executive Board Director with full accountability for the People proposition within the business. A true Business Partner to the executive team, working tirelessly to ensure that the People strategy is aligned to the commerciality of the business. Accountable for the overall HR/ People proposition, including Learning and Development and Internal Communcations, within a fast paced, customer service, commercially driven business. A demonstrable record of achieving results through implementation of a People strategy to deliver the corporate objectives. Operating within a Multi-channel Retail, Warehousing and Logisitcs and specialist Head Ofﬁce functions; including IT & Digital, Marketing, Buying and Merchandise, Finance, Customer Experience, Property, Field Service, Creative, Brand and Ecommerce. Also a credible presenter/ speaker of HR/People Strategies, Talent Acquisition and Employee Engagement.

17:40

Drinks & Networking Party

Stand no.38

FOCUS GROUPS

The Importance of CX Governance

BOOK NOW Derek Eccleston CX Consultant, Expert Services, MaritzCX

JOIN THE GROUP AND DISCUSS.. In an agile, realtime world, how do we balance the need to act both fast and smart? Where does CX responsibility now reside? How do we empower the front line to take the initiative, yet at the same time maintain control. What frameworks are there to ensure appropriate CX Governance? These topics and more will be explored in this round table as we share best practice examples around CX Governance.

These focus groups will be held at: 11.00 - 12.00

SESSION TWO

14.00 - 15.00

FOCUS GROUP

SESSION ONE

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a ﬁrst come ﬁrst serve basis and we advise you to book early as places are very limited.

FOCUS GROUPS

What is The Evolving Role of Social in The Future of Digital Customer Experience?

Imi De Daranyi

Charlotte Kubler

Head of Strategic Accounts Lithium

EMEA Marketing Manager Lithium

BOOK NOW

JOIN THE GROUP AND DISCUSS.. Social has fundamentally changed businesses and promised a new kind of customer relationship. Brands know they need to be actively a part of the social ecosystem, but they aren’t sure if their social marketing efforts are paying off. Today, brands focus almost exclusively on big social networks like Facebook and Twitter where engagement is already low and dropping. Which is why they need to streamline and optimise their social efforts to become savvier at understanding what their customers want as well as when they are likely to be receptive to brand messages. This roundtable will aim at discussing the following topics: • How can social media serve customer experience when most social platforms have turned into pay-to-play broadcast channels? • How to move away from “likes” and “shares” metrics and focus on the real indicators of social marketing success? • How to leverage your brand community to its full potential by responding to their wants, needs and expectations in real-time? • Engaging across sales, marketing and service for a complete customer experience. • Scale – save time and effort, while mitigating security and risk These focus groups will be held at: SESSION ONE

11.00 - 12.00

SESSION TWO

14.00 - 15.00

SPONSORS

PLATINUM Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. Calabrio ONE® is a uniﬁed suite—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures and analyzes customer engagement center interactions to improve the customer experience and drive top-line business growth. The suite can be deployed in the cloud, on-premises or via hybrid. W: www.calabrio.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. Confirmit’s clients create multichannel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s customer engagement model 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. T: +44 (0)20 3053 9333 W: www.confirmit.com

eGain customer engagement solutions make digital transformation easy for leading brands. Based on a uniﬁed omnichannel platform for AI knowledgepowered customer engagement, our top-rated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance. E: emeainfo@egain.com W: www.egain.com

Ember is a business services group helping organisations to become marketrelevant and business-ready for the future. We provide specialist management consultancy, training and analytics, executive search and commercial and outsourcing contracting services, and address the customer management strategies, technical and operational capabilities that will help you deﬁne your priorities for change. With an unashamedly commercial focus we help to drive down costs, identify hidden risks and support the transition of delivery so that you can transform conﬁdently, innovatively and successfully to secure your future through better customer engagement. Contact: Simon Foot T: +(0)20 7871 9797 T: 07796 148709 E: simon.foot@embergroup.co.uk W: www.emberservices.com

PLATINUM

SPONSORS

Engage Hub’s cross-channel customer engagement technology enables organisations to deliver better customer experiences through SMS, MMS, web, email, voice, push notiﬁcations, Facebook Messenger and more. From customer services to marketing, Engage Hub gives businesses centralised control over all channels of communication and data which, ultimately, results in improved operational efﬁciencies. W: www.theengagehub.com

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be ﬁrst, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Contact: Neil Titcomb T: 07919 173376 T: +44 (0)2038 083 999 E: neil.titcomb@genesys.com W: www.genesys.com/uk

Grass Roots is the incentive company with the widest range of rewards and benefits for your employees and customers. We work with organisations of all sizes, including some of the world’s biggest brands. Our products and solutions (many of them exclusive) enable businesses to connect with new customers, grow their market share, and enhance customer loyalty. We also help companies to become great places to work, with enviable employee benefits and innovative reward and recognition initiatives that change behaviours and generate results. Everything we do is about driving business performance, making things easy and delivering value. Get in touch and find out more: E: inspiration@grg.com W: www.grassrootsgroup.com T: 01442 829450

InMoment™ is a cloud-based customer experience (CX) optimization 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 nearly 400 brands in 95 countries. W: www.inmoment.com

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W: www.grassrootsgroup.com E: inspiration@grg.com T: 01442 829450

PLATINUM

SPONSORS

KCOM is an “experience integrator” created for today’s unpredictable world. We help enterprises and public sector organisations to re-imagine and rearchitect their IT and communications infrastructure to deliver easier experiences for their customers. With “best in class” consultancy, architecture, delivery and service management, KCOM works with its customers to deliver on the promise of digital transformation and the public cloud. We help organisations transform their operations and experience to become more customer-centric, agile and efﬁcient. Contact: Ellie Cornick, Marketing Programme Manager. E: Ellie.cornick@kcom.com W: www.kcom.com

Puzzel builds on 20 years’ heritage. It was one of the ﬁrst pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a ﬂexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Puzzel can be adapted to accommodate from one to several thousand agents using any device, in any location and integrates with multiple applications seamlessly. Headquartered in Oslo, Norway, Puzzel employs over 140 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments. For more information please visit www.puzzel.com | +44 333 300 0066 Oda Mo – Marketing Manager T: +47 91 37 46 29 E: oda.mo@puzzel.com

Kantar is home to some of the world’s leading research, data and insights brands. Individually, brands such as Kantar Millward Brown, Kantar TNS, Kantar Media, Kantar Worldpanel, Kantar Added Value and Kantar Futures are famous and highly respected experts in their ﬁelds. Collectively, they offer the most complete view of consumers – the way they live, shop, vote, watch and tweet – in over a hundred countries worldwide. For the beneﬁt of our clients, Kantar connects these specialists as well as providing access to the wider WPP group of companies and other partners. W: www.kantar.com

We’re a market leading provider of outsourced contact centre services and software solutions for a number of the world’s most successful brands. At Kura, our philosophy is “to help people be the best they can be” and our vision is “to be recognised across all organisations as unrivalled in developing people”. Our software division, Inisoft, specialises in contact centre technology, designed by real people to solve real issues. Syntelate Connect, our uniﬁed agent desktop, provides full Omni-channel capabilities, allowing your customers to engage on their channel of choice. With a wealth of experience, our customers range from SME to Multinationals and include Scottish Power, Scotiabank and Vodafone. Contact: Michelle Jones, Head of Marketing T: 0141 272 1105 E: Michelle.Jones@wearekura.com W: www.inisoft.com – www.wearekura.com

SPONSORS

PLATINUM We believe that employee engagement is as vital to company performance as external customer engagement. Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries. We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick. Contact: Nab Kalsi, Business Development Director E: nab@nkd.co.uk M: +44 (0) 7768 045 609 T: +44 (0) 203 4700 230

Optimizely is the world’s leading experimentation platform, enabling businesses to deliver continuous experimentation and personalisation across websites, mobile apps and connected devices. Optimizely enables businesses to experiment deeply into their technology stack and broadly across the entire customer experience. The platform’s ease of use and speed of deployment empower organisations to create and run bold experiments that help them make data-driven decisions and grow faster. W: www.optimizely.com

NICE Satmetrix is the leading global provider of customer experience management software for companies who know that customer experience drives success. Our software delivers powerful, cost-effective customer experience management in a complete, always-on SaaS solution. The world’s most forward-thinking companies choose NICE Satmetrix, the co-creators of the Net Promoter Score®, to help them build and manage customer experience programs that deliver bottom-line results. We are a part of NICE (Nasdaq:NICE), whose cloud and on-premises enterprise software solutions help organizations of all sizes deliver better customer service, ensure compliance, combat fraud, and safeguard citizens. Contact: Richard Burns E: Richard.burns@satmetrix.com

Qualtrics is a rapidly growing software-as-a-service company and the leader in experience management. Trusted by more than 1,200 brands across Europe, The Qualtrics Experience Management platform makes it easy for organisations to measure, prioritise and optimise their customer experience. Powered by iQ, Qualtrics’ predictive intelligence engine automatically surfaces deep insights and predicts the key drivers of customer experience, so orgainsations can focus on improvements that will have the biggest impact on their business. Visit www.qualtrics.com to see how it works and open your free trial account. T: +44 203 8083310 E: sales@qualtrics.com W: www.qualtrics.com/uk/

PLATINUM

SPONSORS

Salesforce enables companies to connect to their customers in a whole new way, leveraging the combined power of cloud, social, mobile, data science, and IoT technologies. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry. T: 0800 0921223 (Freephone) W: www.salesforce.com/uk

We believe there is a more innovative way for people to ﬁnd good help. Transversal is the pioneer in cognitive knowledge solutions and we are changing the way businesses connect people with knowledge. Our passion is to transform the way people ﬁnd, consume and share what they know. Transversal’s products connect people with the knowledge they need to make a difference with their customers, across every channel and through every interaction. Empowering the customer journey with knowledge ensures you are delivering those exceptional experiences and unforgettable customer service that make you stand out from the crowd. T: +44 1223 488700 W: www.transversal.com

Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence®solutions with a focus on customer engagement optimisation, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in 180 countries count on intelligence from Verint solutions to make more informed, effective and timely decisions. E: info.emea@verint.com T: 01932 839500 W: www.verint.com

VoiceSage delivers proactive customer service solutions that help companies streamline and add value to their high-volume, outbound contact activities. Blue chip customers for its solutions include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. Our customers rely on VoiceSage solutions to help them transform credit collections, delivery and appointment conﬁrmations, marketing campaigns and other high-volume business processes using SMS and Interactive Voice Messaging. VoiceSage’s cloud-delivered messaging platform sends 2 millionplus interactions a day and is used by businesses that touch more than 75% of the UK population: over 44 million individual phones in the UK have received a VoiceSage communication. T: +44(0) 121 371 0896 E: info@voicesage.com W: www.voicesage.com

GOLD

Established in 2004, Academie du Service is a consulting and training firm offering services in France, in the UK, and more than 25 other countries. All members of our team are driven by a passion for service-led professions, inspired by a vocation to share their expertise. To educate their clients in the service culture, they put people at the centre of their methods and apply the principle of consideration symmetry© (Symétrie des Attentions): the quality of the relationship between a firm and its customers is equal to the quality of the relationship between the firm and its employees. Contact details: Thierry Spencer, Managing Director & Expert thierry.spencer@academieduservice.com T: +33 1 80 05 18 04 Laurent Garnier, CEO laurent.garnier@kpam.fr T: +33 6 23 07 19 34

Blue Sky are experts in behaviour change to deliver improved business outcomes. Typically, you’ll engage with Blue Sky: If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition. If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales. If you’re looking to create a culture where people want to show up, are motivated and can deliver great customer outcomes. We create experiences that engage hearts and minds and that persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation and have rigidly tracked and measured the return on investment for every single client programme, so we can now categorically say, we will deliver an average ROI of around 300% plus.

SPONSORS

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform. Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK’s National Health Service (NHS), the fifthlargest employer globally. These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly international deployments. Storm supports hundreds of applications, including: • Multi-channel Cloud Contact Centre & Unified Communications (email, video, voice, SMS, IM, web and social media from a single platform) • Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate) • AI and propensity modelling (interpreting data sources to deliver mass -personalised messaging and unprecedented customer engagement) W: www.contentguru.com

We help leading brands — including Allianz, Sky and John Lewis — create better customer experiences that save money, enhance service and increase sales. Using a mix of science, creativity and service know-how, we improve how organisations communicate with their customers through all channels and media — from webchat, social media and online answers for FAQs to SMS, letters and the phone. Our results speak for themselves and our award-winning work has reduced costs by cutting repeat contact by 90% as well as moving 47% of calling customers to selfservice channels, increased CSat by 37% and boosted sales opportunities by 24%. We work collaboratively with our clients to ﬁnd opportunities for improvement, create strategies to realise these and then make it easy to maintain better communications as well as boost team performance. T: 0330 123 9930 E: hello@soh.co.uk W: www.soh.co.uk

T: 01483 739 400 W: www.blue-sky.co.uk

SILVER

SPONSORS

Lithium delivers brilliant digital customer experiences at scale. The Lithium Engagement Platform enables brands to connect customers, content and conversations at the right digital moment. With the Lithium Engagement Platform, digital marketers are delivering the right content to the right customer at the right time to increase revenue and brand value. More than 400 global brands leverage Lithium to drive integrated campaigns and personally engage more customers with trusted content. To ﬁnd out how Lithium can help you cultivate authentic customer relationships with the power of social and community, visit www.lithium.com or follow us @LithiumTech. Contact: Richard Wright, EMEA Field Marketing Director E: Richard.wright@lithium.com T: 07825 689 187 T: +44 203-695-8750

We are the world’s full-service customer experience (CX) partner. Our mission is to provide businesses the strategic guidance and software engine needed to turn customer feedback into a competitive advantage. W: www.maritzcx.com

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BRONZE

EXHIBITORS

Accelerator Solutions are Customer Service specialists and we help organisations achieve positive business results through Customer Service leadership. We do this through a range of solutions focused on Training, Development and Research. Our Training and Development team helps you to build attitudes, skills and behaviours that make the service difference. Our new Service Edge suite offers a unique and flexible range of service-focused training solutions, for those in service roles and also for managers or leaders delivering service through a team. Our Research team brings independence and objectivity to the process of finding out what will make a real, positive difference to your customers. We’re friendly, flexible and hands-on; working to make sure that our input has a direct and lasting impact. We help bring pace to change and take pride in delivering on our promises. T: E:

0845 260 6886 info@acceleratorsolutions.com

Cirrus is an award-winning provider of multi-channel cloud Contact Centre Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Cirrus solutions combines best in class voice, SMS, webchat, email and social media. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. Cirrus’ solutions activate the workforce, empowers businesses and call centres and informs business leaders to drive exceptional business results and customer experiences. Cirrus’ deployments typically range from 5 – 1,000 users and customers beneﬁt from the ability to unify resource across separate geographic locations (including homeworkers), leverage multichannel capability and move to a single view of the customer to name a few beneﬁts. Cirrus has a broad range of experience across both the public and the private sector. Clients include Virgin Trains, NHS, FCA, CAA, LAA, Cafcass, InsureTheBox, Buckingham Palace and Economy Energy. Peter Ashbridge; Business Development Manager: E: Peter.Ashbridge@cirrusresponse.com T: 0330-022-6063 Nick Nind; Sales Director E: Nick.Nind@cirrusresponse.com T: 0330-022-6365

Eptica is a leading European tech company specializing in intelligent platforms for digital customer experience. Eptica provides conversational and collaborative solutions powered by AI. Founded 16 years ago by Olivier Njamfa, Eptica supports brands to make digital CX the key link in the value chain, ensuring their customer service delivers value to consumers and across their business. Globally, more than 450 organizations across all industries rely on our solutions on all digital channels, including self service & knowledge base, email, chat and social media. We enable millions of individuals to engage in meaningful conversations with brands improving daily lives for everyone. Neil Titcomb, Regional Sales Director Northern Europe T: +44 (0)1182 070659 E: neil.titcomb@eptica.com

EXHIBITORS

BRONZE Infinity is the leading call intelligence platform. Providing transformational business tools to gain intelligence from every conversation with prospects and customers, and drive more sales, optimise marketing and streamline operations. Available in over 75 countries, Infinity’s technology allows you to measure which marketing channels generate calls giving you complete insight into every touch point of your customer’s journey. Incorporating the most advanced Universal Analytics integration available, Infinity will send phone call data into Google Analytics as well as custom dimensions about the call, such as call length, call rating or your own custom dimensions passed through from your website. If you want to know what a caller is interested in when you answer the phone, the ‘Infinity Caller Insight App’ makes this possible by providing real time information about incoming callers. W: www.infinitycloud.com

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether digitally on the website or mobile device, at the contact center, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com

Macro 4, a division of UNICOM Global, delivers software solutions which quickly, easily and cost effectively transform the way companies communicate and engage with their customers. We can help you to: • Transition smoothly from paper to digital • Create engaging, personalised communications • Deliver seamless, multi-channel customer service • Stop by our stand to say hello, and visit our website to ﬁnd out more. Contact: Naina Gajjar E: market@macro4.com T: 01293 872000 w: www.macro4.com Contact: Lynda Kershaw E: market@macro4.com

BRONZE

EXHIBITORS

Netcall helps you to engage effectively with customers. We create, maintain and support software applications to support this goal. Manage contact from start to ﬁnish with our customer engagement (CX) platform Liberty. Join up your front and back ofﬁce to deliver a seamless customer experience. Access data and content in one place, so agents have a full view of each customer. Transform customer engagement. Work smarter, gain competitive advantage, lower operating costs and achieve targets. Deliver superior customer service any time, any place, anywhere. Join 700 organisations that already have. Contact: Louise Wright T: 0330 333 6100 and say “Louise Wright” E: louise.wright@netcall.com

Network Research is a full service insights agency, specialising in improving the customer experience. For over 30 years we’ve been helping our clients build deeper, more proﬁtable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development, customer acquisition and communications through to satisfaction, loyalty and retention. We use our in-house visualisation and technology teams to work with clients to produce creative and compelling ways to communicate insight stories for maximum impact. Contact Richard Gaze T: 20 7680 5100 E: r_gaze@networkresearch.co.uk

Oplift is an award winning employee engagement tool which was designed to improve customer experience. We give your staff the digital tools they need to deliver the best customer service possible and help make every aspect of your business, efﬁcient, seamless and manageable. The Oplift platform is comprised of 5 services: Engage, Review, Coach, Learn and Bespoke. They can be used collectively or standalone to ensure your digital transformation is best suited to your business requirements. Oplift is used throughout 150 Virgin Media stores across the whole of the UK. Contact: Ed Moore e: ed@ocasta.com t: 01273 778289

EXHIBITORS

BRONZE We recognise that the way businesses communicate is changing so choosing the right outsourced communications partner is more important than ever. Sending 1000 communications on behalf of our customers every minute, we’re experts in delivering secure, personalised communications across a range of industries. From physical, printed documents to e-delivery, our specialists provide innovative, timely and ﬂexible solutions that drive engagement including personal interactive content via text, video and voice alongside transactional and critical documents. We understand cost pressures and service demands and we’re ISO 27001 certiﬁed. For any business enquiries, please contact Mark Hetem, our Sales Director E: mark.hetem@opustrust.co.uk T: 07841 604037.

Paragon Customer Communications make it easy for you to reach your customers with the right message at the right time – whether you need to send a single local leaﬂet campaign or an industry-leading, omni-channel, global communication platform. We understand that when the need arrives for you to communicate quickly with your clients, what matters most is delivering on time, accurately and to a high quality. Our Rapid Response Communication Service offers an end to end solution, incorporating our email, SMS and award-winning print services to ensure you meet regulatory requirements and can act in the best interests of your customers. Contact:Phil Budd T: 07968 856 109 E: phil.budd@paragonuk.com

The Complete Customer Experience Toolkit ServiceTick gives you everything you need to create, deliver and analyse your Voice of the Customer programme. Whether you're measuring NPS, Effort or CSAT our surveys will help you truly understand your customers’ experience and identify where and how you can deepen the relationship. Clients such as Lloyds Bank, esure, Zurich, Financial Ombudsman and Heathrow Airport all use ServiceTick technology to give their brands an edge at the point where it matters most – the interaction between your brand and your customer. Whether your goal is improving agent performance, ﬁxing process bottlenecks, re-engaging with disgruntled customers or building a stronger brand ServiceTick will give you the tools you need. Contact: Kate Burton E: kate.burton@servicetick T: 01603 618326

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MAKING G THE WORLD OF WO ORK BETTER Email: hello@nkd.co.uk

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V IS IT TH E SALESFORCE S TA N D