2017 Future of the Contact Centre Conference by Engage Business Media

FUTURE OF THE CONTACT CENTRE

OFFICIAL EVENT GUIDE

23 FEBRUARY 2017 VICTORIA PARK PLAZA I LONDON

THE CONTACT CENTRE IS PERFECTLY PLACED TO BECOME THE BEATING CUSTOMER ENGAGEMENT HEART OF YOUR ORGANISATION

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ContactCentreConference.com @EngageCustomer #EngageConferences

We’re crea e ting new path h hs to custom mer success.

Learn how the h world o ld’s #1 CRM CRM helps h llp you connect w with i cust s omers om r in n a whol whole n new way.

www w w w.sales for o ce.com om/uk uk

WELCOME

THE TEAM Steve Hurst Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director E: nick.rust@ebm.media T: 01932 506 301 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 Jack Morgan Sponsorship Sales E: jack.morgan@ebm.media T: 01932 506 308 Robert Cox Sponsorship Sales E: rob.cox@ebm.media T: 01932 302 110 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 Dan Keen Training Sales E: dan.keen@ebm.media T: 01932 302 112 James Hitchinson Delegate Sales E: james.hitchinson@ebm.media T: 01932 506 305 Alex Webb Delegate Sales E: alex.webb@ebm.media T: 01932 506 303 Dan Skinner Delegate Sales E: dan.skinner@ebm.media T: 01932 506 307 Jack Eeles Delegate Sales E: jack.eeles@ebm.media T: 01932 506 306 Sabrina Clarke Finance Department E: ﬁnance@ebm.media T: 01932 500 103

WELCOME A warm welcome to our Future of the Contact Centre Conference, now ﬁrmly established as the UK’s premier customer contact event. This CPD accredited conference has gained a reputation for delivering leading-edge world class case-study led content in a business-like yet informal atmosphere which is conducive to delegate, speaker and sponsor networking. It’s a place both to learn and to do business. There is no doubt that contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up experience for our constantly connected customers. Contact centres are perfectly placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of how they choose to interact with organisations and where the so called customer journey is ever more complex. Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage, and the changing face of the contact centre is as the sharp end when it comes to linking the voice of our colleagues to the voice of our customers. The imperative for change and transformation is a key theme of this conference and delegates will hear from a roster of world class organisations who are achieving just that. Yes the contact centre is indeed at a tipping point and now is the time for organisations to capitalise on their unique position. The chief aim of the conference is for our delegates to go back to their organisations armed with all the tools strategies and techniques they need to help deliver successful long term contact centre strategies in this brave new customer centric world. Have a great day. Steve Hurst, Editorial Director

ContactCentreConference.com

@EngageCustomer #EngageConferences EngageCustomer.com

Future of the Contact Centre Conference is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, 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

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

Tel: e 020 358 243 60 www.voicesage.com

CONTENTS

Visitor Information

Speakers

6-8

SPONSORS

THANK YOU TO OUR SPONSORS PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

Complimen ntary Multi-Channel Discovery Sessio S on During this half day session we will explore the following: • What are the key trends in the market affecting your channel strategy y? • Are you set up and ready to offer multiple channels for customer service e? • Which channels are right for your customers? At the end of the session you will receive a report with our recommendations to help you make critical decisions for yyour contact centre.

Email us to book your session today:

sales@intele.com

Terms: e Offer expires October 2017 and limited to 5 companies, on a ﬁrst come, ﬁrst serve basis. Other terms apply. Contact us for further details by emailing sales@intele.com m

WHAT’S ON

FOCUS GROUP 1

Delivering Operational Excellence in Chat

Sarah Leff Interact

10.55 – 12.10 Tina Squire Setting up a chat operation can seem daunting and knowing what KPIs matter when you manage chat vs. voice activity is very different.

Interact

FOCUS GROUP 2

PCI Compliance – Everything You Ever Wanted to Know, But Were Afraid to Ask 12.10 – 13.25

Brian Pennington Coalﬁre Systems

Tom Davies Ultracomms

Paying for goods and services remotely today is the norm. How can customers be sure that their card data is completely safe?

FOCUS GROUP 3

The Evolution of the Contact Centre

Neil Titcomb Genesys

14.25 – 15.40 Consumer behaviour is rapidly changing in today’s always-on digital world, high-tech availability means your customer is interacting with your brand via a vast array of channels.

EVENT APP: 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 served basis and we advise you to book early as places are very limited.

USE THE EVENT APP TO BOOK YOUR PLACE

AGENDA SUMMARY 09:00

HALL 1

Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1 09:10

Dixons Carphone Case Study: Digital Ambitions

09:35

Omnichoices - 'We Want it All and We Want it Now'

Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group Trevor Geraghty, Customer Contact Director, Difference Corp 10:00

Question Time Jason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group Trevor Geraghty, Customer Contact Director, Difference Corp

10:25

Coffee & Networking Break

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE 10:55

SureFlap Case Study: The Future of Purr-Fect Service

11:20

Contact Centres: Resistance is Futile. We are Omni-Channel. You will be Assimilated

Sarah Metcalfe, Head of Customer Service, SureFlap Mark Oppermann, EVP Sales & Marketing, Webio 11:45

BT Case Study: Our CX Journey Abby Thomas, Director of Transformation and Change, BT

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY 12:10

Amex Community Stadium Case Study: An Ethos-Based Approach to 5 Star Experiences Across the Customer Journey. Nick Brice, Team Brighton Lead, AMEX Community Stadium

12:35

Proactively Transforming Customer Service at Elmbridge Borough Council

13:00

Q&A Panel Discussion

Dawn Crewe, Head of Customer Service, Elmbridge Borough Council Nick Brice, Team Brighton Lead, Amex Community Stadium & Dawn Crewe, Head of Customer Service, Elmbridge Council 13:25

Lunch

MULTICHANNEL CONTACT CENTRE OF THE FUTURE 14:25

First Utility Case Study: The Future Growth of Social Service and the Value it Brings

14:50

The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future

David Neale, Head of Contact Centres, First Utility Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft 15:15

Question Time David Neale, Head of Contact Centres, First Utility, Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

15:40

Coffee & Networking Break

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2 16:10

Sky Case Study: How Playing to Strengths can Change Everything in Contact Centres Danielle Macleod, Customer Service Director, Sky

16:35

Customer Experience Innovation – The Impact of Mobile and Social Messaging Channels on Customer Engagement Shakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile

17:00

Disrupting The Disrupters – How to Attract and Retain Contact Centre Talent of the Future

17:25

Chair’s Summary

Carolyn Blunt, Managing Director, Ember Real Results Martin Hill-Wilson, Founder, Brainfood Consulting 17:30

Drinks & Networking

HALL 2 09:00

AGENDA SUMMARY

Chair’s Introduction: Tracey Shirtcliff, Director, The Virtu Group

CX INNOVATION AND TRANSFORMATION 09:10

Virgin Atlantic Case Study: The Need for Speed

09:35

Alexa – Ask KCOM

Ian Naylor, VP Global Customer Service Centres, Virgin Atlantic Darryl Beckford, Head of Digital Acceleration, KCOM 10:00

Make It Cheaper Case Study: A Commitment to Making Our Customers Smile Danni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper

10:25

Coffee & Networking Break

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS 10:55

Atom Bank Case Study: Making What Matters Most Better… Michael Sherwood, Head of Customer Experience, Atom Bank

11:20

Innovation, Disruption, Investment…. Where to Start? Simon Foot, Director, Ember Services

CX SERVICE DESIGN IN THE CONTACT CENTRE 11:45

Using Voice of Customer to Drive Service Design James Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, Customer Experience Management, Conﬁrmit

12:10

Everyone Else is Becoming More Agile but Why isn’t the Contact Centre? Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework London

12:35

Building a Contact Centre Fit for 2020 and Beyond Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce

13:00

M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch to Non-Face to Face Service at M&S Jo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S

13:25

Lunch

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE 14:25

RBS Case Study: Call Centre Excellence: Listening to the Voice of Our Customers in the Data Age Nick Muir, Senior Analytics Manager, RBS

15:00

Implementing The Internet of Things in Practice and What Your Company Can Learn Immediately Peter Massey, Director, Budd

15:40

Coffee & Networking Break

CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS 16:10

Nudging Chatbots Colin Strong, Global Head of Behavioural Science, Ipsos

16:35

Talking Points Keynote: Chatbots!

17:00

Q&A Panel Discussion

17:25

Chair’s Summary

Wim Rampen, Chief Marketing Ofﬁcer, CX Company Colin Strong, Global Head of Behavioural Science, Ipsos & Wim Rampen, Chief Marketing Ofﬁcer, CX Company Tracey Shirtcliff, Director, The Virtu Group 17:30

Drinks & Networking

We provide award winning people and contact centre technology solutions that enable our clients to providee great service and grow theirr customer base.

Weâ&#x20AC;&#x2122;re prresenting! Visit our session in hall one at a 2.50pm, or visit our stand. www.inisoft.com

www.wearekura.com

FLOORPLAN

Lower Level 2

Stage

HALL 1 OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1

Platinum Sponsor Gold Sponsor

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

Bronze Sponsor

EXPO HALL 1

HALL 1

MULTICHANNEL CONTACT CENTRE OF THE FUTURE

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 2

16 Catering 5

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY

14 13

8 11 10

HALL 2 CX INNOVATION AND TRANSFORMATION

HALL 2

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS CX SERVICE DESIGN IN THE CONTACT CENTRE

Registration To Lifts

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE

Stage

CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS

Focus Groups

Stairs to Reception

FLOORPLAN

Expo Hall & Refreshments

Contact: Ellie Cornick E: Ellie.cornick@kcom.com W: www.kcom.com

Contact: T: +44 1425 614 070 E: hello@cxcompany.com W: www.cxcompany.com Contact: T: 0800 0921223 W: salesforce.com/uk

Contact: T: +44 203 355 9718 E: Info@webio.com W: www.webio.com

Contact: T: +44 (0) 333 300 0066 E: Colin.Hay@intele.com E: Oda.mo@intele.com W: www.intele.com

Catering

Contact: T: +44 (0) 20 3053 9333 E: info@conďŹ rmit.com W: www.conďŹ rmit.com

Contact: Noel Lavery T: +44 (0) 7811 146356

Contact: Michelle Jones T: 0141 272 1105 E: Michelle.Jones@wearekura.com MichelleJ@inisoft.com W: www.inisoft.com www.wearekura.com

Contact: Louise Wright T: 0330 333 6100 E: louise.wright@netcall.com W: netcall.com/multichannel

Contact: Neil Titcomb T: +44 (0)2038 083 999 T: 07919 173376 E: neil.titcomb@genesys.com W: www.genesys.com/uk

Contact: T: +44(0) 121 371 0896 E: info@voicesage.com W: www.voicesage.com

Contact: Frank Sherlock T: +44 115 906 1142 E: Frank.Sherlock@callminer.com W: www.callminer.com

Contact: Jonathan Munn E: jmunn@zendesk.com W: www.zendesk.com

10 Contact: Sue Rix M: +44 (0) 7494 559488 E: sue.rix@embergroup.co.uk W: www.embergroup.co.uk

CONFERENCE PROGRAMME

09:0009:10

HALL 1

CHAIR’S INTRODUCTION: Martin Hill-Wilson, Founder, Brainfood Consulting

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 1 09:1009:35

Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group

HALL 1

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’ support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service In this session we will look at the challenges of moving to Digital, balancing the expectations of efficiency and immediate take up with the reality of the need to understand the impact to legacy within your estate. As it is often more difficult to change the understanding and direction of your teams than it is to introduce the technology, we look at how we engage with your teams and bring them with you as your business moves forward. We will also look at the role of the Contact Centre as a Customer Hub for the business, for your teams to become relentless challengers in the support of improving operations, delivering appropriate solutions through empowered and engaged teams.

An engaging leader, I relish the opportunity to drive engagement and change in challenging environments, supporting our colleagues to drive improvements in service, with a great understanding of the value of Customer insight and Colleague communication. A customer focused operator, I am able to balance service delivery with the need to manage within operational budgets, using customer insight as a critical factor. A skilled negotiator, with experience of delivering high value contracts. I am able to create, define and lead the implementation of strategic change within customer journeys across multiple areas, measuring success throughout the customer journey. Operationally I lead my team to build performance in a simple way; focusing first on our Colleagues, building and driving critical measures and ensuring they have the support they need to develop; focusing on our Customers, providing the appropriate response consistently and finally through developing our processes and systems to support the Customer Experience we offer.

09:3510:00

Omnichoices ‘We Want it all and we Want it Now’ Trevor Geraghty, Customer Contact Director, Difference Corp This packed 25 minute session will provide food for thought and practical actions to take away in order to delight today’s demanding customer. I will take you on a journey where you should ﬁnd parallels in your own businesses and opportunities to delight . We are all in the service business and the client decides how they contact you , when they contact you and what their expectations are. You are not in control any more, your service is measured daily against the best of your competition and how you perform is reported daily via applications such as TrustPilot, TRIP Advisor etc.

Trevor Geraghty has a considerable commercial background with over 20 years’ experience in consulting and technology coupled with a fundamental understanding of the importance of open communication across successful organisations. He has worked internationally with some of the world’s leading players in the communications space. From their beginnings in 2002 Trevor has been an integral part of the team at Difference Corporation and has overseen the organisation evolve from being a boutique technology consulting ﬁrm to a leading service provider to the call centre and leisure sector. He is well networked in the technology and recruitment sectors, and Trevor has comprehensive commercial experience gained in the telecoms and information technology industries, working for organisations such as Cable & Wireless, Madge Networks, 02 and the US Department of Defence in several European countries. Trevor has provided consultancy services to some 80technology companies, including Vodafone, Cisco, and Reuters. He is an active member of International Round Table.

HALL 1 10:0010:25 10:2510:55

CONFERENCE PROGRAMME

Question Time Jason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group Trevor Geraghty, Customer Contact Director, Difference Corp

Coffee & Networking Break

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE 10:5511:20

SureFlap Case Study: The Future of Purr-Fect Service Sarah Metcalfe, Head of Customer Service, SureFlap As the leading provider of intelligent pet products, customer service has been a major focus for SureFlap since day one. Founded in 2008 and now sell in over 20 countries worldwide, the company pride themselves on having a great product backed up by amazing customer service. Sarah will share how SureFlap have managed their customer service utilising the newest technologies, and achieved their NPS score of 96% and above for 6 consecutive years.

Sarah joined SureFlap six years ago, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to all SureFlap customers around the world. Sarah is passionate about happiness in the workplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate and improve the customer journey, SureFlap now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months. Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background that includes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zappos and Happy Ltd, she wants to share her experience and the success of SureFlap with others including her strategy for supporting SureFlap’s new connected suite of pet products within the Future of Intelligent Pet Care.

11:2011:45

Contact Centres: Resistance is Futile. We are Omni-Channel. You will be Assimilated Mark Oppermann, EVP Sales & Marketing, Webio Customers are more demanding than ever. Their engagement expectations have increased exponentially which contact centres are struggling to deal with. The gap between what customers want re engagement and the business capabilities has never been wider and it is time to bridge that gap. The transition from the traditional contact centre to a digital contact centre hub, moving from voice and SMS to messaging and web chat, to letting AI chatbots work side by side with agents are can be daunting. But is doesn’t have to be. In this new world of connected customers, the winners will be those who are brave enough to take the ﬁrst steps and embrace all that technology has to offer. Mark has over 20 years’ experience in delivering transformational communication solutions for global brands in Retail, Banking & Finance and Utilities. A regular speaker at industry events, specialising in Enterprise Customer Engagement and how to maximise the value of customer communications today and into the future. His background includes Sales, Marketing and General Management roles at Pitney Bowes and Managing Director of Netcom Communications which rose to become market leader in just over 3 years. For over 12 years, Mark has worked with the Webio Executive Team in deploying cutting-edge Enterprise customer communication solutions.

HALL 1

Sarah will provide easy tips on how to provide outstanding customer service, proactive customer service, engaging your employees and share her strategy for supporting products in a connected world. Sarah is passionate about employee happiness in the workplace and will discuss the positive impact this has on the customer experience.

Reduce customer effort by re-imagining your business With the bar for contemporary customer experience constantly rising, organisations are aspiring to be more efficient and nimble so they can meet these increasing expectations. KCOM is an experience integrator, here to help you face todayâ&#x20AC;&#x2122;s unpredictable world. We can help you re-imagine your business and re-architect your IT and communications infrastructure to deliver frictionless experiences for your customers. Through best in class consultancy, architecture, delivery and service management, we deliver on the promise of digital transformation and the public cloud to make life easier and better for every customer.

Customer focus: Rail Delivery Group Part of the Rail Delivery Group, National Rail Enquiries (NRE) is the definitive digital source of customer information for all passenger rail services on the National Rail network. Challenge Overly complex technology environment Customer demand constantly increasing Solution Simplified the operating environment Moved to a cloud-based solution for increased flexibility and scalability Outcome 25% reduction in infrastructure costs Fast, smooth and reliable ticketing experience for customers

To talk to us about how we helped customers like Bupa and HMRC re-imagine their customer experience, and for your chance to win an Amazon Echo Dot, visit KCOM at stand number 3.

kcom.com

HALL 1 11:4512:10

CONFERENCE PROGRAMME

BT Case Study: Our CX Journey Abby Thomas, Director of Transformation And Change, BT Abby will share BT Consumer’s customer experience journey including how they are engaging and motivating their 10,000 workforce to deliver brilliant customer experiences. Abby Thomas, Director of Transformation, is leading the transformation of customer experience across BT Consumer. She is responsible for improving the customer experience through new product development and launches, digital transformation, and operating model, process and systems innovation.

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY 12:1012:35

Amex Community Stadium Case Study: An Ethos-Based Approach to 5 Star Experiences Across the Customer Journey Nick Brice, Team Brighton Lead, AMEX Community Stadium

The ‘Team Brighton’ programme has been the vehicle by which a customer-driven & team ethos has been established since Day One and this presentation looks at how the stadium has set about engaging and equipping the board, leaders and staff to deliver 5 star experiences across their entire customer journey for the past 6 years. Nick is Team Brighton Lead for the American Express Community Stadium – creating and leading a multi-award winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies! Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multi-nationals in San Francisco, Milan, Rome, Soﬁa. Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul. The Team Brighton programme is the ﬁrst-ever development programme to win three Gold National Training Journal Awards for Change Management, Leadership Development & Learning Partnership

12:3513:00

Proactively Transforming Customer Service at Elmbridge Borough Council Dawn Crewe, Head of Customer Service, Elmbridge Borough Council Elmbridge Borough Council in Surrey is an exemplary public sector customer service case study about providing the highest quality service to the town’s residents. The project is seen as a unique take on Citizen Relationship Management (CRM), ensuring service users are measurably at the heart of everything it does. Elmbridge started its CRM journey with a vision of a solution that would allow citizens to easily interact with its teams and complete transactions, freeing up staff time without driving up costs. To achieve this, it deployed CRM software, Microsoft Dynamics, and best-of-breed Citizen Relationship Management techniques supported by customer engagement technology provider, VoiceSage. Use of instant polling and on-going building of a database of customer reactions, together with benchmarking via customer metrics, is key to Elmbridge’s take on Citizen Relationship Management, for example.

HALL 1

The American Express Community Stadium is a multi-award winning sporting, hospitality and events venue – home to promotion-chasing Brighton & Hove Albion. Since their move from Withdean in 2011, the stadium has won a host of premier awards for most areas of the customer journey, this year already picking up a national award for the experience they give customers and fans living with disability, and in addition their ticket line/customer contact centre is shortlisted for a national award.

CONFERENCE PROGRAMME

HALL 1

The solution is the core of Elmbridge’s highly innovative ‘Brilliant Customer Service Every Time’ (BCSET) programme. BCSET, or just ‘Brilliant’, is all about ﬁnding out exactly what citizens need so as to make sure Elmbridge can continually monitor and improve services. Key to this project success was the close co-operation between senior management, IT and customer services who worked hand-in-hand to deliver this award-winning service.

Dawn is Head of Customer Service at Elmbridge Borough Council where she is responsible for leading a customer transformation programme providing a centralised customer service function; re-designed business processes; increasing channel shift and high customer satisfaction. Dawn is accountable for the customer service function which employs 30 staff, handles customer contact activity of 150,000+ calls per year, 30,000 visitor enquiries and 65,000 transactions with a £1.5 million budget. Prior to Elmbridge, Dawn served for eight years as Head of Customer Service at London Borough of Richmond Upon Thames.

13:0013:25

Q&A Panel Discussion

13:2514:25

Lunch

Nick Brice, Team Brighton Lead, Amex Community Stadium Dawn Crewe, Head of Customer Service, Elmbridge Borough Council

HALL 1

MULTICHANNEL CONTACT CENTRE OF THE FUTURE 14:2514:50

First Utility Case Study: The Future Growth of Social Service and The Value it Brings David Neale, Head of Contact Centres, First Utility This presentation will focus on the rise and evolution of social service and the changing contact expectations of customers. A review on why Social Service is important to invest in and what beneﬁts can be expected.

David is a multi-award winning leader with over 15 years experience within a number of of FTSE 50 and challenger companies in both B2C and B2C environments, specialising in utilities. In 2016, awards and recognition have ranged from being crowned Customer Service of the Year, Silver Winner at the European Contact Centre and Service Awards for Social Customer Service, ﬁnalist for Utility of the Year and Team of the Year and Customer Engagement at the Utility Week Awards.

14:5015:15

The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft Customers are increasingly informed about the products and services they have purchased and demand effortless, yet personalised service in real time, using the communication channel and touchpoint of their choice. There is increasing fragmentation in the customer-base and increasingly different demographics want to interact with the same organisation in different ways, but expect parity in the quality of service which is delivered. This session will present the top 5 service strategies identiﬁed in new, original research from the CCA in association with Kura and Inisoft. 1. 2. 3. 4. 5.

Personal, empathetic and complex problem solving Setting-up people for success Measuring performance Be proactive, seize opportunities Lead from the top down

HALL 1

CONFERENCE PROGRAMME

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.

15:1515:40 15:4016:10

Question Time David Neale, Head of Contact Centres, First Utility Arceeb Moughal, Director of Commercial, Kura Oonagh McBride, Head of Inisoft, Inisoft

Coffee & Networking Break

16:1016:35

HALL 1

OMNICHANNEL CUSTOMER ENGAGEMENT – PART 2 Sky Case Study: How Playing to Strengths can Change Everything in Contact Centres Danielle Macleod, Customer Service Director, Sky Back in 2015 Sky Customer Service decided to revolutionise the way roles are interpreted in their call centres. They introduced a Playing to Strengths model that offered everyone the opportunity to do more of what they shine at. Two years on, it’s still evolving and changing and the results, in terms of engagement and performance, are enough to ensure that the rest of the organisation is sitting up and taking notice. Danielle has been with Sky since 2006. A passionate leader of people she has held roles in HR, Change and Project Management and latterly, as Director of Service Operations and Customer Service Director, responsible for over 8000 people in call centres in the UK, India and Bulgaria. She wholeheartedly believes in a working environment where people are encouraged to fulﬁl their potential and has made it her mission to change the we lead and deliver in Customer Contact Centres.

16:3517:00

Customer Experience Innovation – The Impact of Mobile and Social Messaging Channels on Customer Engagement Shakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile Mobile and social messaging channels are changing the way consumers want to communicate with companies, which is driving the evolution of voice-centric contact centres into digital customer experience centres that support multiple interaction channels. Here the impact of mobile and social messaging channels on customer engagement is examined and how Barclays UK are using channels such as SMS, Facebook, amongst others across their business to innovate and enhance customer experience. Shakeel has worked with Barclays for 12 years, primarily covering data and analytics. He is now leading on the development and delivery of mobile and digital communications for Barclays. Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing, customer experience, product management and business development. He joined IMImobile having spent the last 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certiﬁed RFU rugby coach.

CONFERENCE PROGRAMME

17:0017:25

HALL 1

Disrupting The Disrupters – How to Attract and Retain Contact Centre Talent of the Future Carolyn Blunt, Managing Director, Ember Real Results For some time now we have recognised the impact of generational differences in our workforce. We understood that the ‘job for life’ concept ended with Generation X and that Corporate Social Responsibility (CSR) was as important in attracting Generation Y graduates as pay. But when it comes to front line contact centre staff do the rules still apply? Is it still the low paid, low skilled, low valued role it always was? Are the best routes to engagement still simply competitive pay and shift ﬂexibility (for some that would be a start!). A decade or two from now will our grandchildren want to work in a contact centre? And if AI succeeds will they even be needed? In this session contact centre expert Carolyn Blunt will discuss the priorities of our future contact centre colleagues when choosing an employer. Carolyn explores how to nurture the real value that humans will bring to customer experience in a world where change continues apace; and the successful organisations of tomorrow will be disrupting the disrupters of today.

HALL 1

Carolyn Blunt is Managing Director of Real Results, a consultancy that works with contact centres to improve performance. Carolyn is especially renowned for identifying opportunities to improve customer experience and sales whilst creating efﬁciencies. Her team creatively lead culture change through people. Projects include ‘Liber8 The Human’ for Shop Direct which reached 1000 customer service and sales staff in 3 countries and Boots ‘The Balance’ a successful AHT reduction programme for over 300 Advisors in their Nottingham HQ. 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.

17:2517:30

Chair’s Summary 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. 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. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

17:30

Drinks & Networking

CX Company automates the customer experience fo or the enterprise. Its solutions help clients rreduce service costs, increase self-service a and boost customer satisfa action by leveraging g chatbots, virtuall assistants and in-app engag gement.

DigitalCX, CX Companyâ&#x20AC;&#x2122;s customer experience platform, enables companies to manag ge Q&A, automate conversations, and proactively engage customers across a all your digital channels and touchpoints. The platffo orm can ea asily be integrated with your CRM and other third party applications lik ke Facebook Messenger. This enables you to make ever y customer inte eraction personal and relevant. CX Company combines bi AI with ith ea i b i l th l create value asy tto d design business rules thatt h help for o both your busine ess and your customers. With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.

Itâ&#x20AC;&#x2122;s time to get serious about automating the customer experience. Get in touch at hello@cxcompany.com +44 1425 614 070

CONFERENCE PROGRAMME

09:0009:10

HALL 2

CHAIR’S INTRODUCTION: Tracey Shirtcliff, Director, The Virtu Group

CX INNOVATION AND TRANSFORMATION 09:1009:35

Virgin Atlantic Case Study: The Need For Speed Ian Naylor, VP Global Service Centres, Virgin Atlantic This case study will be demonstrating how, by giving people a sense of purpose, and organising work so you can answer the phone quickly, you can drive a virtuous circle of customer, colleague and efficiency benefits. A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations. Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost. Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

HALL 2

09:3510:00

Alexa – Ask KCOM Darryl Beckford, Head of Digital Acceleration, KCOM Our desire for futuristic lives where we are always connected has led many to purchase voice controlled devices, such as the Amazon Echo, for their homes. Whilst these may be seen as a new way to control home heating, clever light bulbs and everything connected to the “Internet of Things”, is there are wider customer service opportunity? Darryl will explore how we can use these devices to offer new, low-effort, experiences for our customers, whilst avoiding the pitfalls of voice recognition of old. We will take a look at how you align and integrate these experiences with your other sales and service channels, and discuss what customers will really want to do with them. Finally, Darryl will provide a window into how this technology will expand into our everyday lives in ways that we can’t currently imagine. 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.

HALL 2 10:0010:25

CONFERENCE PROGRAMME

Make It Cheaper Case Study: A Commitment to Making our Customers Smile Danni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper In a world of big budget price comparison websites and new entrants into the intermediary market, how has Make It Cheaper – a voice led business – continued to stand out from the crowd? Simple, a commitment to making their customers smile at every step of the journey! Their mission is to put a smile of the faces of British businesses by making switching and saving on utilities hassle free. Make It Cheaper will share their journey to making their customers smile and demonstrate how co-creation – customer centricity at its best – has deﬁned its future contact centre strategy delivery through innovation, technology, culture change and much more!

Danni is passionate about customer experience – driving revenue and proﬁt growth alongside NPS and eNPS – ensuring the culture and behaviours of the people in my teams strive for best in class. With the customer being centric to any sustainable business strategy and the focus being on the specialist service as well as the products that businesses provide, the pressure is on for every touch point to deliver on all levels. At Make it Cheaper we say we will put a smile on the face of businesses, by helping them save time and money – hassle free! We are committed to making sure this is delivered, in all channels, at all times, consistently – we are not there yet but we have our foot ﬁrmly on the gas! Sam is an award-winning Marketing Director at Make It Cheaper; charged with putting a smile on the faces of UK SME’s through switching & saving on their business costs. His role bridges fast growth customer acquisition, increasing multiproduct adoption and innovating through growing delegated authority services – all driven through investment in customer experience excellence. Prior to Make It Cheaper, he spent 14 years working across large global businesses and fast-growth start up’s alike in the UK, India & US. Having spent 3 years working as a VP of Product & Marketing in India, he lived through some spectacular (and sometimes not so spectacular) contact centre & customer engagement experiences.

HALL 2

10:2510:55

Coffee & Networking Break

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS 10:5511:20

Atom Bank Case Study: Making What Matters Most Better… Michael Sherwood, Head of Customer Experience, Atom Bank Atom, the UK’s 1st mobile only Bank, went live in April 2016 with a Fixed Saver product and an APP experience that was to some, industry leading and to others, polarising. Michael will talk through the Bank’s ﬁrst 9 months and how Atom put in place a Voice of the Customer programme, to understand what really mattered to customers and make what mattered most, better…

Michael is a national awarding winning customer experience professional, with an 18 year track record leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank & Virgin Money. Michael’s current role is Head of Customer Experience for digital only ﬁntech start up, Atom Bank. With a unique combination of insight, CX and operational positions, Michael has a 360 degree view of what it takes to design and deliver industry disrupting customer experiences.

GUIDING YOU TOWARDS A BETTER FUTURE

TURNING CUSTOMER ENGAGEMENT INTO TANGIBLE BUSINESS BENEFITS Ember is a business services group helping organisations to become marketrelevant and business-ready for the future. Through four specialist and integrated businesses, we can help you deﬁne your priorities for change through the analysis of outcome and operational realities, identifying hidden risks and supporting the transition of delivery. Understanding the value of your processes, people and technology and their impacts on customer behaviours and loyalty will deliver long term success through better customer engagements.

• Realise value from your engagements • Create opportunity from innovation • Transform conﬁdently, innovatively, successfully • Drive value from technology, people and processes Ember Group provides: • Specialist management consultancy • Training • Executive search & recruitment • Contract legal services

www.embergroup.co.uk

COME TO STAND NO. 10 FOR A CHAT ABOUT HOW EMBER CAN HELP YOU SHAPE YOUR FUTURE!

HALL 2 11:2011:45

CONFERENCE PROGRAMME

Innovation, Disruption, Investment…. Where to Start? Simon Foot, Director, Ember Services Simon will share Ember perspectives on what they see as exciting and innovative developments affecting customer engagements and what this means for contact centres in the future. As always you can rely on Ember to focus on the practical realities and considerations to help you evaluate and deliver the right changes for your organisations. Drawing on examples and case studies from those who have done it, as well as recent research that Ember has undertaken, Simon will provide some thinking on what organisations that successfully embrace disruption opportunities are doing and how these initiatives are capitalised on.

Simon has been involved in the customer management industry for over 20 years – as both an operations practitioner and an advisor to major brands globally. He is a regular presenter and trusted industry commentator, being voted amongst the industry’s most influential voices in 2015/16. As an Ember Director, Simon has worked with some of the UK’s most significant brands to help them navigate through the complexity of defining and delivering technology led transformations to elevate the customer experience. In his spare time Simon is a keen golfer, football fan and family man, all of which involve far too much shouting these days!

CX SERVICE DESIGN IN THE CONTACT CENTRE 11:4512:10

Using Voice of Customer to Drive Service Design James Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, Customer Experience Management, Conﬁrmit

James is an MI consultant with over 10 years’ experience in operational management, and the design of MI and analytical systems for some of the UK’s leading financial institutions. For the past 5 years, he has worked with various organisations to help combine and rationalise their complex data sources to enable an automated flow of succinct information to decision makers. Lisa joined Confirmit in 2014, having spent over 20 years in Market Research, the last five of which have focused on customer experience. Lisa has worked across a range of sectors and has a good understanding of technology, finance and leisure as well as considerable experience of both B2C and B2B markets. Lisa has a focus on ensuring we ask the right people the right questions to provide real, usable information. She enjoys working with clients to ensure that the data they use to make business decisions is not only trusted and reliable but also actionable.

HALL 2

In this session, Lisa and James will discuss the actions taken to improve service in Bupa Global contact centres across Europe, the Middle East and Asia. They will talk about how the feedback from customers has enabled improved engagement from contact centre staff as well as providing a better experience for customers. They will also discuss best practices in surveying customers in a multi-national contact centre and the cultural change that has been driven by the customer feedback.

CONFERENCE PROGRAMME

12:1012:35

HALL 2

Everyone Else Is Becoming More Agile but Why isn’t the Contact Centre? Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework Many organisations are going through a customer experience and digital transformation and are doing so by adopting more agile ways of working. However, most of the agile teams and initiatives seem to be digital and technology focused. Why hasn’t agile hit the contact centre yet? What could happen if contact centres become more agile in their approach? And, is it possible to make contact centres more agile whilst still moving the key metrics that matter to the business? This presentation will answer those questions, share some stories about ‘pockets’ of agile excellence in contact centres and show how contact contest can become more agile and deliver greater value to the customer throughout their journey through the use of approaches like agile, service design and systems thinking.

Adrian Swinscoe is a consultant and adviser to a number of ﬁrms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial ﬁrms. He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He published a book: How To Wow with Pearson in Apr/May 2016 that is full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience. Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in. Outside of work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

HALL 2

Joel Bailey is an experienced Service Designer, with 15 years experience helping clients create customer experiences that drive sustainable proﬁt. Joel is Director of Livework London, the independent pioneer of service design, and previously held spent ﬁve years as Director of Service Design at Capita, working on multichannel design projects for the BBC, O2 and Ministry of Defence. He enjoys applying design creativity, practical customer-centred methods and business strategy to help organisations make the most from the digital wave, and the next wave to come.

12:3513:00

Building a Contact Centre Fit for 2020 and Beyond Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce In today’s digital world, service agents are more important than ever before. The contact centre plays an imperative role in a customers end-to-end journey with a brand, and it’s the service agents who hold the power to impact customer satisfaction. It is crucial to empower service agents with technology that enables the right mix of proactive, self, and assisted service. With the emergence of IoT and Artiﬁcial Intelligence, organisations can harness the power of proactive service, to create optimal customer experiences. Join this session and learn how to focus on ease, effectiveness and emotion to improve the IQ and EQ of your Contact Centre.

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. Since joining Salesforce.com in January 2012, Dave has been helping companies build service solutions that meet the needs of digital customers – who are increasingly multi-channel, multi-device, social and mobile. Dave’s most recent speaking engagement was speaking on “The Future of Customer Service” at the Turkey Call Centre Expo in Istanbul in October. He has also led service design workshops recently in Scotland, Ukraine, South Africa, Swaziland and Zambia.

HALL 2 13:0013:25

CONFERENCE PROGRAMME

M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch to Non-Face to Face Service at M&S Jo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S In an increasingly digital world where automation becomes more prevalent customers say they’d like a personal service. This presents challenges to the way established contact centres operate and develop, particularly where legacy systems and processes underpin the way business is done. Simply applying technology or training or asking people to think differently is not enough on its own – it needs a little magic. This a challenge that M&S is rising to; why not come along and see what they are doing and how they are getting on?

Jo brings 20 years of retail and hospitality experience to her current role improving experiences in M&S. With one eye on customer, digital and marketplace trends Jo works across teams in M&S to ensure that Customer Sales and Service Centres (CSSCs) will always be able to serve customers anywhere, anytime, in the way they want to interact. She and her team use the rich information available in CSSCs to inﬂuence changes to business process, policies and attitudes that detract from the customer experience. Jo has always had a passion for all things ‘customer’. Previous roles (amongst many) as a Store Manager, Regional Pub Manager, CSSC Operations Manager and a Transformation Manager have strengthened her belief that the only place for a customer is at the heart of the business.

13:2514:25

Lunch

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE RBS Case Study: Call Centre Excellence: Listening to the Voice of Our Customers in the Data Age Nick Muir, Senior Analytics Manager, RBS At RBS, our call centre environment is a ﬁnely tuned operation with an ever increasing focus on cost and efﬁciency, yet still delivering an exceptional level of service to customers that drives our organisation’s commercial ambitions. You will hear how we employ innovative ways in which to overlay data with human behaviour to inform and shape our telephony operation and drive commercial value. We will also share some examples of where we are sourcing and integrating new tools to, not only improve our telephony service to customers, but to use the extensive volume of data captured through our 21m calls per annum, to improve our products, services, and customer journeys in every aspect of our business.

• 11 years Managerial experience in global financial institution • Strong senior leadership experience of managing and coaching highly skilled teams, delivering at a departmental and organisational level, and enhancing capability of others. RBS Leadership accreditation and established business coach for new Bank Graduates • 8 years Incident and Crisis Management experience in global financial institution, including all aspects of response (IT, Operational, Risk, Regulatory, Communications) • Experience in leading Senior Executive level incident response meetings • Strong stakeholder management capability (internal and external) with success in developing key relationships that deliver financial and operational success

HALL 2

14:2515:00

TRA NSF TO S ORM THIS URV ING CUSTOMER CUST BRAV IVE IN OME ENGAGEMENT R W E NEW ORL D TRANSFORMATION 6 JULY 2017

VICTORIA PARK PLAZA, LONDON QUICK FACTS 300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES Our customers, their expectations, their journey, and the ways in which they interact with organisations have changed almost beyond recognition over the past few years and that pace of change is accelerating. Organisations must also transform if they are to thrive in this Brave New Customer World. Following on from the success of our Customer Engagement Transformation Directors Forums over the last two years this Conference will help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement. The need to innovate and transform our customer engagement strategies has never been more important or more urgent and delegates at this Conference will be shown through world class case studies the way forward so they can help deliver success through their own organisations.

TOPIC STREAMS INCLUDE: • Personalisation of the customer experience • Digital transformation, Security and Internet of Things • The cloud and our customers • The rise of customer service design • How mobile is transforming customer engagement • Robotics, AI, VR, AR and customer engagement • Marrying technology to customer engagement • Transformation – our people and our customers • Customer Engagement Transformation in Financial Services • Customer Engagement Transformation in Retail

PREVIOUS DELEGATES • AA • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM • AMLIN • ARBUTHNOT LATHAM • ATOM BANK • BAUER MEDIA • BGL GROUP • BOSCH SERVICE SOLUTIONS • BP GROUP • BPI RECYCLED PRODUCTS • BRAINFOOD CONSULTING • BT • BUPA • CANON • CAPITA • CARILLION • CHANNEL DOCTORS • CITI • COVEA INSURANCE • CUSTOMER ENGAGEMENT CONSULTING • CUSTOMER EXPERIENCE FOUNDATION • DIRECT LINE • DOBBIES • DTZ • DX GROUP • EAST THAMES • ELLIPSE • EXPLORE LEARNING • FINANCIAL TIMES • FIRST ARK • FIRST GREAT WESTERN • FIRST RATE EXCHANGE • FORRESTER • GENESIS HOUSING • GLOBAL PAYMENTS • GLOBALGIVING UK • GOLFBREAKS • GREAT WESTERN RAILWAY • GSK • HEATHROW • HOOD GROUP • HOUSING SOLUTIONS • HSBC • HUTCHINSON • HUTCHINSON 3 UK • ITV • JOHN LEWIS • KANO • KINGS COURT TRUST • LIFEPLUS • LINKLATERS • LLOYDS BANKING • LLOYDS BANKING GROUP • LUMLEYS • LV= • MACFARLANE • MANPOWERGROUP • MARSTON’S INNS & TAVERNS • MCNICHOLAS • MORGAN SINDALL • NATIONWIDE • NCFE • NORGON • OVUM • PRUDENTIAL • PRUDENTIAL ASSURANCE • PRUDENTIAL FINANCIAL PLANNING • QA • RBS • RICHMOND AND BARNES SOLICITORS • RWE NPOWER • SAVE THE CHILDREN • SCANIA • SOUTH EAST AMBULANCE • SOUTH EAST COAST AMBULANCE NHS • TATE • TATE BRITAIN & TATE MODERN • TESCO • TMS • TUNGSTEN INFORMATION MANAGEMENT • VIRGIN MONEY • WORLDREMIT • YORKSHIRE WATER

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HALL 2

CONFERENCE PROGRAMME

• Expereince in delivering commercial success through the use of data driven analysis and personalised customer engagements • Extensive knowledge across the Banking sector with strong experience in Operations, Retail Banking, Corporate & Commercial Banking, and Payment Services / Schemes • Experience working as part of strategic, industry, and regulatory led project implementations • Ability to work successfully in a challenging and high pressure environment, simplifying complex issues and ﬁnding solutions • Experienced in embedding and sustaining improvement, including operational experience in the deployment of LEAN methodologies • Experience of delivering change using waterfall and agile methodologies • Excellent communicator, oral and written, presenting to a wide range of audiences and organisational levels

15:0015:40

Implementing The Internet of Things in Practice and What Your Company Can Learn Immediately Peter Massey, Director, Budd Peter will outline the following: • • • •

Using the internet of bitsnpieces Buying, installing and using the internet of things – personal experiences Lessons for the human-machine interface What it takes to design human-machine interfaces that work and why it’s already vital

Peter is a serial entrepreneur who has built and run a series of four businesses in customer relationships, contact management, operations and programme management over the last 20 years, working with clients across all sectors. He describes Budd’s business model as “co-creation” with clients & their customers, with colleagues globally in LimeBridge. He facilitates the 10 year old Chief Customer Ofﬁcer Forum in the UK. Budd’s focus is implementing “The Best Service Is No Service” processes, now a book written by his former Amazon colleague.

HALL 2

15:4016:10

Coffee & Networking Break

CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS 16:1016:35

Nudging Chatbots Colin Strong, Global Head of Behavioural Science, Ipsos An increasingly digital experience has a vast range of new opportunities for brands to optimise customer engagement. But today we are on the cusp of what we are calling the ‘mind economy’. This reflects the way in which we are now able to personalise the customer experience by leveraging insights about consumers inner lives from their behavioural/transaction data. Chatbots will increasingly be used to deliver psychological personalisation at scale with very direct benefits for brands and consumers alike. We present our vision and ways in which brands can start making their first steps in this space.

Colin Strong is the Global Head of Behavioural Science at Ipsos. He has a background in applying behavioural science to client challenges across a range of market categories. He is well known for his work in technology and has taken an active position in the debate on Big Data and its potential for the market research industry. Colin’s book, “Humanizing Big Data” explores the opportunities that lie at the intersection of data, behavioural science and market research.

ENTER NOW

MONDAY 13TH NOVEMBER 2017

WESTMINSTER PARK PLAZA, LONDON

DATES FOR YOUR DIARY ENTRIES OPENED – MONDAY 5TH DECEMBER 2016 ENTRIES SUBMISSION CLOSE – MONDAY 17TH JULY 2017 JUDGES COMMENCE SHORTLISTING – MONDAY 24TH JULY 2017 FINALISTS ANNOUNCED – FRIDAY 15TH SEPTEMBER AWARDS CEREMONY – 13TH NOVEMBER 2017

www.EngageAwards.co.uk

HALL 2 16:3517:00

CONFERENCE PROGRAMME

Talking Points Keynote: Chatbots! Wim Rampen, Chief Marketing Officer, CX Company In his talk Wim Rampen will offer a fresh, down to earth perspective on the chatbot hype. He will make sense of the state of Artificial Intelligence and Machine learning and what it currently can and cannot do for companies that seek to automate (parts of) their customer journeys and optimise the online customer experience. Wim will dive into how to develop an effective customer experience strategy that answers where, when and how to leverage chatbots, pro-active notifications and in-app engagement to drive reduction of cost-to-serve, self-service adoption and overall customer engagement. And of course, Wim will show use cases that prove this is not fiction, but reality.

Wim Rampen is a seasoned Marketing Executive with 20 years’ experience in the ﬁeld of Customer Service, Customer Experience and Marketing for enterprises in Banking & Insurance, Energy, Telco and E-commerce. In the past six years, before joining CX Company last January, Wim has been responsible for digital customer experience transformation initiatives and programs at Dutch Insurance companies OHRA and Delta Lloyd. Before that, Wim led large-scale Customer Experience improvement projects in Health insurance, Telco and Banking as self-employed Consultant. At CX Company, Wim is responsible for marketing strategy, positioning and product roadmap development.

17:0017:25

Q&A Panel Discussion

17:2517:30

Chair’s Summary

Colin Strong, Global Head of Behavioural Science, Ipsos Wim Rampen, Chief Marketing Ofﬁcer, CX Company

Tracey Shirtcliff, Director, The Virtu Group

Tracey cut her teeth in technology, enabling Forte Hotels with their first generation web presence, as the head of Electronic marketing. She went on to run a creative tech Agency working in content, well before the mantra of ‘content is king’ was coined. She delivered content and digital strategies for the likes of loot.com, BskyB, Forte hotels, and BT. She has launched two tech offerings for Royal Bank of Scotland, a B2B electronic Digital identity product, TrustAssured, and FastPay for NatWest. FastPay, was an online and mobile payment platform. These two offerings were undertaken well before it was seen as key to engage customers with clever technology solutions to drive brand value. Tracey founded, built and sold a software business that provided award winning software to the creative industry, to better improve process and delivery for clients. Traffic LIVE had offices in London, Sydney and New York, and were the chosen workflow provider for WPP, Aegis and IPG, and supported iconic brands like McCann, Isobar, Wunderman, Y&R, and FITCH. The Secret to her success, in her own words, is to ‘surprise and delight the customer with clever technology engagement’.

17:30

Drinks & Networking

HALL 2

Tracey is an entrepreneur and Technology driver. She has a ﬁrst class master’s degree in Marketing, and is passionate about what technology can do for customers and businesses alike.

T U E S D AY 2 6 T H S E P T E M B E R 2 0 1 7 C O U N T Y H A L L L O N D O N

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER Our exclusive new Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences in a structured professional environment. These dynamic and highly engaging think tanks stimulate thought leadership discussions and provide valuable ‘take-home’ implementable knowledge. Hosting a focus group forges meaningful relationships, positions you as a market leader whilst providing powerful insights into the key issues within the enterprise.

QUICK FACTS 1 DAY EVENT • 12 SYNDICATE ROOMS • 36 ROUNDTABLE SESSIONS • EXPO HALL • 120+ SENIOR CUSTOMER PROFESSIONALS

WHAT TO EXPECT The Focus Groups are a series or 90 minute roundtable sessions providing the perfect platform to share knowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there are several networking opportunities with over 120 of your peers.

FOCUS GROUP WORKSHOP TOPICS 1. 2. 3. 4. 5.

Customer Engagement Transformation Linking Voice of The Employee and Voice of The Customer CX Strategies for The Customer Journey Evolution of Voice of The Customer Customer Engagement in Financial Services

Innovative and Disruptive Strategies in CX 7. Customer Data Security & Privacy 8. Artiﬁcial Intelligence & Robotics 9. Customer Engagement in Retail 10. Engaging with The Digital Customer 11. Future of The Contact Centre 12. The Evolution of CX Service Design

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FOCUS GROUPS JOIN IN ON THE DISCUSSION!

Delivering Operational Excellence in Chat SESSION 1: 10.55 – 12.10 Sarah Leff, Operations Director, Interact Setting up a chat operation can seem daunting and knowing what KPIs matter when you manage chat vs. voice activity is very different. Interact manage successful sales and service chat operations across brands like BT, Plusnet, The Times & The Sunday Times and Nintendo. In this session we will be looking at what you should think about to ensure that you utilise your chat channel optimally in relation to your KPIs. We’ll discuss best practice on chat and how they differ from voice and why. • What makes a great customer experience on chat • How can you use chat for sales and what is the ROI • Technology is key but what do you need to consider when choosing your technology partner? • We will also touch on best practice around training, opening hours and language • Should you consider bots or AI, how do they ﬁt in and where lies the future of chat?

Tina Squire

Interact

FOCUS GROUP

Sarah Leff

BOOK YOUR PLACE: 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 served basis and we advise you to book early as places are very limited.

FOCUS GROUPS JOIN IN ON THE DISCUSSION!

PCI Compliance – Everything You Ever Wanted to Know, But Were Afraid to Ask SESSION 2: 12.10 – 13.25 Brian Pennington, Regional Sales Director, Coalﬁre Systems & Tom Davies, Director of Development, Ultracomms Paying for goods and services remotely today is the norm. We’ve all given our payment card details over the phone, and have probably all wondered how safe it really was to do so. Every contact centre that accepts credit and debit card payments over the telephone should be PCI DSS compliant. But what does that really mean? And how can customers be sure that their card data is completely safe? Ultracomms gives some guidance on navigating the complex world of PCI compliance, from a customer’s point of view.

Brian Pennington

Tom Davies

Coalﬁre Systems

Ultracomms

FOCUS GROUPS JOIN IN ON THE DISCUSSION!

The Evolution of the Contact Centre SESSION 3: 14.25 – 15.40 Neil Titcomb, Commercial Sales Director UKI, Genesys Consumer behaviour is rapidly changing in today’s always-on digital world. The proliferation of smart phones, social media, email, and high-tech availability means your customer is likely interacting with your brand on a number of different devices via a vast array of channels. But what your customers seek is a seamless brand experience across all channels so their questions get answered and issues get resolved – quickly and with unprecedented ease. Join Neil Titcomb as he shares the latest developments in omnichannel customer engagement and real life experiences from successful customer organisations.

Neil Titcomb Genesys

CUSTOMER ENGAGEMENT SUMMIT 2017 M O N D AY, 1 3 N O V E M B E R 2 0 1 7 WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR” CX DIRECTOR, MARKS & SPENCER

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EUROPE'S BIGGEST CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT

More than 900 delegates – a new record – attended Engage Business Media’s fifth annual Customer Engagement Summit in 2016, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference. So the scene is set for a fantastic day on November 13 2017 with our sixth Customer Engagement Summit and our Annual Engage Awards under the same roof and on the same day – it’s definitely one for your diary!

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+VAT £299

SPONSORS

PLATINUM 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 multi-channel, 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. Contact: T: +44 (0) 20 3053 9333 E: info@confirmit.com W: www.confirmit.com

Intelecom is a leading provider of contact management solutions. With nearly 20 years’ experience, Intelecom was one of the ﬁrst to develop a cloud-based contact centre. Highly ﬂexible and scalable, Intelecom can be adapted to accommodate thousands of agents using any device, in any location and integrates with multiple applications seamlessly. Intelecom is one of the few contact centre solutions that is completely multi-channel. Intelecom agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application. Contact: T: +44 (0) 333 300 0066 E: Colin.Hay@intele.com or Oda.mo@intele.com W: www.intele.com

IMImobile is a cloud communications software and solutions provider that enables companies to use mobile and digital technologies to communicate and engage with their customers. Organisations that trust us to deliver smarter digital customer engagement solutions include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom, Centrica, Universal Music, Tata, the AA, the BBC and major ﬁnancial institutions. IMImobile is headquartered in London with ofﬁces in Hyderabad, Atlanta, Dubai and Johannesburg and has over 800 employees worldwide. IMImobile is quoted on the London Stock Exchange's AIM market with the TIDM code IMO. Contact: Noel Lavery, Business Development Director T: +44 (0) 7811 146356 E: noel.lavery@imimobile.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. Our solution provides a 360-degree view of the customer, offers seamless integration with existing technology, and allows the agent to identify the relevant customer information so they can deliver the best customer service. 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/MichelleJ@inisoft.com W: www.inisoft.com – www.wearekura.com

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. Contact: T: 0800 0921223 (Freephone) W: www.salesforce.com/uk

VoiceSage makes customer engagement smarter, giving brands proactive, intelligent conversations with their customers. Founded in 2003 and with ofﬁces in the UK and Ireland, VoiceSage delivers proactive customer engagement solutions that help companies streamline and add value to their high-volume, outbound contact activities. Its blue chip customers include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. For more about us and our work, don't miss VoiceSage customer Elmbridge Council’s presentation (Hall 1, 12.35-13.00) on deploying our proactive contact technology as part of an innovative Citizen Relationship Management initiative that's about delivering 'Brilliant Service Every Time’. Contact: T: +44(0) 121 371 0896 E: info@voicesage.com W: www.voicesage.com

Webio’s intelligent customer engagement platform allows contact centres to effectively engage with their customers. Using the power of artiﬁcial intelligence to streamline and blend inbound and outbound customer engagement across new and existing channels –Messenger, WhatsApp Telegram, SMS, E-mail etc. Webio AI agents manage low value conversations whilst working alongside contact centre agents to assist them in making decisive and effective outcomes based customer responses Why Talk to Us Customers are more demanding than ever. Their engagement expectations have increased exponentially and contact centres need to adapt. With Webio’s conversational interface, AI agents and intelligent engagement platform, adapting to this change couldn’t be easier. Improve agent productivity, reduce costs and keep customers happy! Webio's conversational platform uses the power of AI to streamline communication across new and traditional channels. Taking unstructured inbound and proactive outbound messaging and blending them into conversations - intelligent conversations that deliver better business outcomes and customer experiences. Contact: E: Info@webio.com T: +44 203 355 9718 W: www.webio.com

MASTERCLASSES

FROM GOOD TO GREAT IN OMNI-CHANNEL CUSTOMER SERVICE DESIGN “Increased my knowledge and awareness in this subject hugely. Actual cases where IA has been successfully implemented were really useful, particularly around ROI.” IREEN LOCK, HEAD OF SITE/OPERATIONS MANAGER, THE AA

In previous times omni-channel design was guided by the drive for ‘digital first’. As advice this is no longer sufficient. For instance, how do you create the right balance between automated delivery and the human touch? How do figure out when a bot can augment or substitute live assistance? Can we anticipate when this improves or degrades a service experience? Choices are increasingly complex. We can engage with customer by voice, text and video. We can do this reactively or proactively. Engagement can be offered as a live service, automated service or a blended service. These service conversations can flow across devices and communications channels. So how do we design service experiences that work for both the customer and brand? The answer lies in a complete overhaul of your design framework.

WHY ATTEND

COURSE DETAILS

• How to increase adoption of new digital channels • How to reduce demand for more expensive channels • How to prioritise new channel investments • Improving your omni-channel service design skills • Updating yourself on customer service engagement trends

• The principles of effective omni-channel service design • How to use the omni-channel design framework • How to set up a proﬁling programme to segment customers’ digital preferences • How to evolve customer journey mapping for omnichannel service design • How to select the right channel mix for assisted and self service • A detailed review of the latest voice, video and text service channels

COURSE FEATURES COST:

£595 + vat

COURSE DATES AND VENUES: - 12 April 2017 Blue Fin Venue, London

LED BY:

Martin Hill-Wilson

- 17 May 2017 The Studio, Riverside West, Leeds

DELIVERY:

DURATION:

Daniel Keen - Training Sales

1 day (8 hours)

AVAILABLE PLACES:

01932 302 112

Classroom

dan.keen@ebm.media

GOLD

SPONSORS

CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, increase self-service and boost customer satisfaction by leveraging chatbots, virtual assistants and in-app engagement. DigitalCX, CX Company's customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers. With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation. Contact: E: hello@cxcompany.com T: +44 1425 614 070 W: www.cxcompany.com

Ember is a business services group helping organisations to deliver commercial value from customer management strategies through four integrated business. Ember Services provides customer management consulting and analytics services including procurement and digital transformation strategies to optimise customer engagement. Ember Real Results delivers lasting performance improvement through specialist learning and skills development – from agent performance to leadership and management solutions. Ember Contract Solutions is a fully regulated law ﬁrm, providing specialist and integrated legal and commercial support for outsourcing and technology contracting. Mottram Search is a talent search and recruitment specialist sourcing professionals across operations and change management, outsourcing and technology, digital and marketing, and customer experience and insight. Contact: Sue Rix, Head of Marketing. Ember Group E: sue.rix@embergroup.co.uk M: +44 (0) 7494 559488 W: www.embergroup.co.uk

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

MASTERCLASSES

REDESIGNING YOUR MOBILE CUSTOMER SERVICE EXPERIENCE “Thanks for yesterday. The team enjoyed the training and learnt a lot.” BIAN SALINS, HEAD OF SOCIAL - DIGITAL AT TSB

Mobile customer service is not just a set of new devices to consider. It’s a whole new revolution in mindset and behaviour that’s been catalysed. Multiple UK research shows the breadth and depth of our always connected mobile lifestyles. Instant, low effort, real time, autonomous engagement characterise this new world. Even though whole sectors such as retail and travel are being rapidly transformed by these expectations, few service organisations are close to such capability or indeed have explicit plans to catch up. Yet mobile ﬁrst services such as WeChat have already demonstrated a whole new world of opportunity. In other words the ‘Swiss army knife’ level of functionality embedded in smart phones reinvents how customer and brand can help each other in service resolution. It’s time to re-imagine customer service.

WHY ATTEND

COURSE DETAILS

• Understanding how customer journeys change in a mobile context • A new framework to house the mobile customer service experience • Servicing more customers who engage by smart phone and tablet • Examples of how others are making the transition

• Latest research on UK consumer mobile behaviour • Designing for the mobile user experience • Next generation interfaces that work for mobile customer service • Understanding omni-channel expectations in a mobile context • Leveraging smart phone capability for unique service experiences • Designing effective mobile service experiences

COURSE FEATURES COST:

£595 + vat

COURSE DATES AND VENUES: - 11 April 2017 Blue Fin Venue, London

LED BY:

Martin Hill-Wilson

- 16 May 2017 The Studio, Riverside West, Leeds

DELIVERY:

DURATION:

Daniel Keen - Training Sales

1 day (8 hours)

AVAILABLE PLACES:

01932 302 112

Classroom

dan.keen@ebm.media

SILVER

SPONSORS

Interact is a medium sized outsourcer headed up by the ex-management team of one of the world’s largest outsourcers. Set up in 2010, the company has sites in Richmond and Wigan with approximately 300 seats working for clients such as EE, The Times, Nintendo, PayPal, eBay, Elavon and BT. Using our 100+ years of management experience in contact centres, our aim is to achieve operational excellence – through a combination of a focus on the working environment, deployment of the latest technology, and a 'ﬂat' management structure geared around the needs of the employees. Contact: Tina Squire, Strategic Contact Centre Operations Director, Interact E: tina.squire@inter-act.co.uk

Ultracomms was founded over a decade ago as Europe’s first cloud-based contact centre services provider. Today, the company is positioned as one of the UK’s most innovative contact centre platform providers, with both PCI DSS level 1 certified cloud and scope reducing on-site payment solutions. Its’ services help clients to achieve: better customer engagement and real-time responsiveness; reduced contact centre cost of ownership; simplified infrastructure; staff optimisation; compliance; and visibility of contact centre performance. Contact: Liz Rawlins, Head of Marketing, Ultracomms E: Liz.rawlins@ultracomms.com T: + 44 (0)7919 275070 W: www.ultracomms.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 W: www.genesys.com/uk T: +44 (0)2038 083 999 T: 07919 173376 E: neil.titcomb@genesys.com

SPONSORS

BRONZE CallMiner believes that resolution is the fundamental driver of positive customer experiences. With the tagline “Listen to Your Customers, Improve Your Business” our goal is to help companies automate the overwhelming process of extracting insight from phone calls, chats, emails and social media to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvement. Highlighted by multiple customer achievement awards, including six Speech Technology awards in the past four years, CallMiner has consistently ranked number one in customer satisfaction, including surveys conducted by DMG Consulting and Ovum. Contact: Frank Sherlock, General Manager UK T: +44 115 906 1142 E: Frank.Sherlock@callminer.com W: www.callminer.com

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. Visit us at stand 6 to learn more. Contact: Louise Wright T: 0330 333 6100 and say “Louise Wright” E: louise.wright@netcall.com W: www.netcall.com/multichannel

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the ﬂexibility to move quickly, focus on innovation, and scale with their growth. Contact: Jonathan Munn E: jmunn@zendesk.com W: www.zendesk.com

EBM GROUP EVENTS 20 APR 2017

06 JUL 2017

EMPLOYEE ENGAGEMENT SUMMIT THURSDAY 20TH APRIL 2017

MAY2017

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

THURSDAY 6TH JULY 2017

EVOLUTION OF WORK CONFERENCE

CUSTOMER ENGAGEMENT SUMMIT

SEP 2017

NOV 2017

FRIDAY 15TH SEPTEMBER 2017

MONDAY 13TH NOVEMBER 2017

www.ebm.media Live events proudly organised by Engage Business Media Ltd

CUSTOMER DATA SECURITY IN FINANCE AND RETAIL THURSDAY 18TH MAY 2017

INTERNAL COMMUNICATIONS CONFERENCE

SEP 2017

FRIDAY 15TH SEPTEMBER 2017

ENGAGE FOCUS GROUPS

SEP 2017

13 NOV 2017

TUESDAY 26TH SEPTEMBER 2017

2017 ENGAGE AWARDS MONDAY 13TH NOVEMBER 2017