2017 Internal Communications Conference by Engage Business Media

INTERNAL COMMUNICATIONS

OFFICIAL EVENT GUIDE

15 SEPTEMBER 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON

THE FAST CHANGING WORLD OF INTERNAL COMMUNICATIONS PLATINUM SPONSOR

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The all-in-one platform built speciďŹ cally for internal communicators. Poppulo equips communicators with the solutions needed to align and engage employees through better internal communications.

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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 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 Robert Cox Sponsorship Sales E: rob.cox@ebm.media T: 01932 506 308 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 James Major Sponsorship Sales E: james.major@ebm.media T: 01932 302 110 Alex Webb Sponsorship Sales E: alex.webb@ebm.media T: 01932 506 303 James Hitchinson Sponsorship Sales E: james.hitchinson@ebm.media T: 01932 506 305

WELCOME

A very warm welcome to our ﬁrst Internal Communications Conference. Following on from the success of our Directors Forums over the past two years, this new conference will take an in depth look at the rapidly evolving world of internal communications. The workplace is changing and the pace of that change is accelerating. Our people are becoming more mobile with access to more and more sophisticated technology. The way we communicate with our people must also change fundamentally and we will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work. Our CPD accredited case study driven conference - running alongside our ﬁrst Evolution of Work Conference - will shine a light on those organisations which are getting their internal communications strategies right. Delegates will hear from organisations as diverse as Mercedes Benz, Thomson Reuters, OVO Energy, Shopify, RNLI, Formica, Charles Stanley, CDK Global and Canford School. Delegates will learn how internal communications can deliver effective employee engagement across the enterprise and how to create a strategy for the entire employee journey. They will see how internal communications is increasingly taking centre stage in the quest for organisations to achieve higher and sustained levels of employee engagement. The virtuous circle formed by highly engaged, motivated and well directed colleagues interacting across the business with increasingly sophisticated and demanding customers is the only sustainable way forward, and will remain a focal point for our activities. Our aim is for our delegates to leave this conference armed with all the tools and techniques and insight they need to implement effective and successful long term employee engagement strategies. Have a great day. Steve Hurst, Editorial Director

Dan Skinner Membership Sales E: dan.skinner@ebm.media T: 01932 506 307 Dan Keen Membership Sales E: dan.keen@ebm.media T: 01932 506 306 Sabrina Clarke Finance Department E: ﬁnance@ebm.media T: 01932 500 103

InternalCommunicationsConference.com @EngageEmployee #EngageConferences EngageEmployee.com Internal Communications Conference is organised by Engage Business Media Ltd Join EngageEmployee.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

Help your staff ge et energy smart By becoming a Smart Energy Employ yer you can help your staff to get their energy use under control and save on n energy costs. Smart meters are being offered to every household at no additional costt as part of a national upgrade upgrade. They arre helping households across Great Brita ain to get energy smart by making energ gy use visible and by bringing an end to estimated bills. This is a once in a generation upgrade e and employers have an important role e to play in encouraging their staff to bene eﬁt from this new technology.

How you can get involved and become a Smart Energy Employer Get involved in the national movement and we will provide you with a badge you can use in corporate publications and on your organisation’s website. Some of the ways you can get involved: • provide information for staff about the benefits and how they can get one. We have a range of free posters, leaflets, and online resources for you to use • share video content on smart meters, how to use them and some energy saving tips. You can find lots of these on our website at smartenergyGB.org/ /s smartideas • offer your staff flexible working so they can be at home for the smart meter installation to take place • work with us to create an event or bespoke assets for your organisation

To ﬁnd out more come visit us at stan nd 2, or visit smartenergyGB.org/ /e employers

CONTENTS

Visitor Information

Speakers

6-7

Event App

SPONSORS

THANK YOU TO OUR SPONSORS PLATINUM SPONSOR

GOLD SPONSORS

BRONZE SPONSOR

The world in

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Experience the power of Culr. Learn how organisations are re-energising employee engagement and talent management. 14:50–15:15 Paul Hutchinson (Head of Product, Sparks Grove; Founder, Culr) Chris Lloyd (27partner‫ݙ‬, CTO & Founder)

AGENDA SUMMARY 09:00

Chair’s Introduction: Kate Jones, Chair, Institute of Internal Communications

HOW TECHNOLOGY IS CHANGING INTERNAL COMMUNICATIONS 09:10

09:35

Shopify Case Study: Do Things, Tell People Ibrahim Hasan, Internal Communications Specialist, Shopify

10:00

OVO Energy Case Study: From Nobody to Somebody: How Technology Makes You Feel Loved in Internal Comms Miriam Al-Sayed, Communications Lead & Rich Tucker, Enterprise IT Manager, OVO Energy

10:25

Coffee & Networking Break

INTERNAL COMMUNICATIONS, COLLEAGUES AND CUSTOMERS 10:55

RNLI Case Study: The Mars Bar, The Mouse and Some Penguins… And How they Helped Change the World at Work….

11:20

Centrica Case Study

Wayne Parsons, former Internal Communications Business Partner, RNLI Matt Scott, Digital Channels Specialist, Centrica & Eoin Cotter, Enterprise Solutions Specialist, Poppulo 11:45

MetLife Case Study: Engaging Colleagues in Times of Change Jonathan Bunn, Head of Communications Europe, Middle East & Africa, MetLife

INTERNAL COMMUNICATIONS – THE NEW HR 12:10

Charles Stanley Case Study: Growing the Gorilla Kate Grifﬁths-Lambert, Group HR Director & Joanne Higginson, Head of Communications, Charles Stanley

12:35

Dr Martens Case Study: Retaining an Independent Entrepreneurial Spirit and Identity at Times of Change

13:00

Formica Case Study: When Digital Solutions Don’t Work

Helen Verwoert, Group HR Director & Amanda Fishburn, Change, Communications and Culture Lead, Dr Martens Laura Barbour, European Engagement Manager, Formica 13:25

Lunch

360 DEGREE COMMUNICATIONS IN A FRAGMENTING WORKPLACE 14:25

RHP Case Study: Creating an Employee Brand to Engage and Inspire Amina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement & Communications, RHP

14:50

Canford School Case Study: Engaging a Diverse Workplace

15:15

Panel Debate

Philippa Scudds, Director of Marketing and Communications, Canford School Philippa Scudds, Amina Graham & Chloe Marsh 15:40

Coffee & Networking Break

COMMUNICATING TO A CHANGING/GLOBAL WORKFORCE 16:10

Thomson Reuters Case Study: Hatch The Match Victoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters

16:35

A Changing Workforce Requires a Change in How we Communicate to Them

17:00

CDK Global Case Study: Engaging Employees at all Levels

Susanne Kirlew, International Speaker & TV Presenter Sian Cargan, International Internal Communication Director & Gisela Velterop, Learning & Development Manager, CDK Global 17:25

Chair’s Closing Remarks Kate Jones, Chair, Institute of Internal Communications

17:30

Drinks & Networking

FLOORPLAN

Lower Level 2

Stage Stand 1

HALL 1

Stand 2

EXPO HALL

INTERNAL COMMUNICATIONS CONFERENCE

3 2

Stand 3

Catering

Stand 4

HALL 2

1 5

EVOLUTION OF WORK CONFERENCE

Stand 5

Registration To Lifts

Stand 6

Stage

Focus Group

FOCUS GROUP 14.25 - 15.25

Stairs to Reception

CONFERENCE PROGRAMME 09:0009:10

HALL 1

CHAIR’S INTRODUCTION: Kate Jones, Chair, Institute of Internal Communications

HOW TECHNOLOGY IS CHANGING INTERNAL COMMUNICATIONS 09:1009:35

Mercedes-Benz Case Study: Our Journey from Top-Down to Colleague-Led Communication Katherine Simpkins, Internal Communications Manager, Mercedes-Benz & Jen Majeed, Director of Client Operations, Words & Pictures Katherine and Jen share a fascinating insight into how new ways of communicating through the voice of colleagues at Mercedes-Benz is breathing new life into the organisation, shaping culture and enhancing the use of digital.

HALL 1

“We’re still in the early stages, and already our communications are feeling more authentic. We are enjoying giving our colleagues an opportunity to share the stories that matter to them. Moving away from a top-down approach, and towards colleague-led communications, is helping us to create stories that reﬂect our culture – because our stories are about our people, talking about what’s important to them.”

Katherine Simpkins is Internal Communications Manager for Mercedes-Benz in the UK. She has responsibility for the Internal Communications function across Mercedes-Benz and Mercedes-Benz Financial Services, which includes more than 1800 colleagues. Katherine joined Mercedes-Benz in 2014 as Internal Communications Coordinator, before moving in to her current role at the start of 2016. Her focus is on delivering a comprehensive Internal Communications service, partnering teams to translate the Mercedes-Benz business strategy into content that’s clear and engaging. On top of operational updates, the all-new channels Katherine has launched are helping to grow colleague culture, celebrate the brand and ignite conversation. It’s an approach that means Internal Communications plays a key role in enabling the business to focus on its priorities, while inspiring and empowering the people at the heart of the brand.

Jen Majeed is Director of Client Operations at award winning internal communications agency Words&Pictures. Jen is responsible for overseeing all client accounts and developing strategy, whilst maintaining quality and processes internally. Words&Pictures started in 1993 and now works globally to help large companies talk to their employees effectively and build better brands. Words&Pictures take a multi-channel approach to communications, with the products and services continually expanding to enhance employee experience. Jen joined Words&Pictures in 2011 and has been an integral part of the successful relationship between Mercedes-Benz and Words&Pictures. Over this time Jen has worked with a diverse set of organisations to help internal teams to increase employee engagement.

09:3510:00

Shopify Case Study: Do Things, Tell People Ibrahim Hasan, Internal Communications Specialist Shopify Shopify employees are consistently encouraged to share context around their work, successes, failures, and everything in between. But how does this play out at a company that has more-than-doubled its headcount in a year? When do things break in a highly connected workplace with a plethora of technologies? How can a fast growing organisation continue to share without creating too much noise? In his talk, Ibrahim will explore the ecosystem of internal technology applications that Shopify has adopted to enable an award-winning culture of high trust, engagement, and transparency.

Ibrahim is an Internal Communications Specialist at Shopify, a leading multi-channel commerce platform based in Canada. In his role, Ibrahim is responsible for supporting and implementing internal communications programmes and strategies at Shopify. He works closely with the Culture team, helping evolve Shopify’s culture, internal tooling, employee engagement, and employer brand at all levels. When not working, you can ﬁnd Ibrahim hunting the newest in art, music, and non-scripted TV.

HALL 1 10:0010:25

CONFERENCE PROGRAMME

OVO Energy Case Study: From Nobody to Somebody: How Technology Makes You Feel Loved in Internal Comms Miriam Al-Sayed, Communications Lead & Rich Tucker, Enterprise IT Manager, OVO Energy Miriam Al-Sayed, Internal Comms Manager, will be joined by Richard Tucker, OVO’s tech guru, to talk about how they’ve moved from a world of blanket emails to targeted tales. From a company with only a couple of hundred employees with a clunky old intranet, to a team of over 1,200 who only see or read the information that’s important to them. Join Miriam and Rich to ﬁnd out how they’re taking every opportunity technology brings to improve internal communications and engagement at OVO Energy. Miriam Al-Sayed, Internal Communications Manager at OVO Energy, has been responsible for launching a new intranet and starting the journey towards full digitisation of their internal communications. Miriam started her career at Lloyds Banking Group where she held a variety of roles in communications and engagement, working on industry-wide projects. Miriam has a degree in Italian Studies which sparked her love of language.

10:2510:55

Coffee & Networking Break

INTERNAL COMMUNICATIONS, COLLEAGUES AND CUSTOMERS 10:5511:20

RNLI Case Study: The Mars Bar, The Mouse and Some Penguins… And How they Helped Change the World at Work…. Wayne Parsons, former Internal Communications Business Partner, RNLI Provocative, real-life, stories that signalled real and lasting cultural change from inside high performing, complex organisations responding to continuous external challenges and far reaching transformational demands. • • •

How a simple everyday Mars bar helped leaders understand what TRUST really looks and feels is like in the everyday world of work How a small, single mouse helped crack the EMPOWERMENT conundrum Why every workplace needs a healthy ‘waddle’ (if you don’t believe me, Google it!) of penguins to put the HUMANITY back in to organisational thinking.

Wayne spent 23 years serving his community; from rooky firefighter to experienced people manager, leader and incident commander, never failing to spot or grab an opportunity to help others think differently to make things better in the workplace. Often, against organisational norms, he has had to find fresh ways to engage his sceptical peers and his sometimes, stubborn senior leaders, in conversations that help make real and meaningful change happen and stick. Un-phased by Organisational hierarchy and out dated protocols, Wayne fearlessly (yet gently) continues to pursue his relentless quest to create a different, better, more inspiring, happy and generous workplace for all – whatever sector, industry and profession. Wayne believes work can and should be fun, whether you’re on the frontline saving lives, working the reception desk, bar or café in a struggling, slightly shabby community centre or supporting a highly dedicated frontline of staff and volunteers saving lives at sea. From Summer 2017 Wayne will be harnessing his 25 years experience and collaborating with other truly extraordinary people in ways that have so far not been possible.

HALL 1

Richard joined OVO in March 2013 when the company had just over 200 employees and 100,000 customers. During the last four and a half years, where OVO has grown to some 1,300 employees and nearly 700,000 customers, Richard has been focused on delivering an excellent user experience to the OVO team. Richard’s mission as Enterprise IT Manager is to provide tooling and services that make the OVO team not just efﬁcient but also to delight our users every day. OVO’s Internal Communications and Tech teams have partnered up to form a close, symbiotic, relationship that can rapidly deploy new systems that maximise engagement. When not tinkering with tech or turning things off and on again, Richard can usually be found in the pub, cinema or at a gig.

HALL 1 11:2011:45

CONFERENCE PROGRAMME

Centrica Case Study Matt Scott, Digital Channels Specialist, Centrica & Eoin Cotter, Enterprise Solutions Specialist, Poppulo Join us for a case study from Centrica’s Matt Scott on how they have created a better employee experience, which is elevating the internal communications function and bringing it to the heart of the organisation Matt is a Digital Channels Specialist for Centrica, working across their various brands, which include British Gas, Direct Energy, Bord Gáis and many more. Before entering the world of internal communications, Matt spent a number of years working in B2B, B2C and event marketing roles (as well as some time as a freelance journalist prior to that). Having used all manner of social, communication, editing, analytics and management tools, he was brought into Centrica’s Digital Services team to change the way communicators utilised email as a channel and showcase the beneﬁts of analytics.

As Enterprise Solutions Specialist at Poppulo, Eoin works closely with internal communicators across Europe to understand their challenges and help them to leverage technology in order to increase the business value of the IC function.

HALL 1

Outside work, Eoin can usually be found playing or watching sports.

11:4512:10

MetLife Case Study: Engaging Colleagues in Times of Change Jonathan Bunn, Head of Communications Europe, Middle East & Africa, MetLife Jonathan will explore how MetLife has engaged with employees to build understanding of its refreshed strategy and ensure every employee knows how they can add value. Relying less on digital tools, Jonathan will share how MetLife has engaged directly with employees, actively seeking their input, ideas and feedback to create a virtuous circle of engagement.

Jonathan joined MetLife as communications lead for EMEA in November 2012 and is a member of the regional executive. Jonathan provides strategic advice and counsel on all aspects of internal and external communications across MetLife’s 26 EMEA markets. This includes media relations, employee & executive communications, CSR, social, product promotion, reputation management, crisis communications, M&A and communications related to the company’s public affairs activities. Previously, Jonathan led UK-insurer Aviva’s European corporate affairs team across 13 markets building a highly-effective community of international communicators. Jonathan was a key strategic adviser to senior management, dealing with internal and external stakeholders across all key corporate communications disciplines including leading Aviva’s awardwinning retirement savings thought-leadership campaign “Mind the Gap”. He also oversaw the launch of a single intranet across Aviva’s 13 European markets and delivered communications for Aviva Europe’s strategy refresh. Jonathan, a former award-winning business journalist, has extensive cross-cultural, crisis and reputation management experience, particularly in Asia, the US and UK, having previously worked as PR Director for Prudential plc where a main focus was on building Prudential’s credentials as a player in Asia and as Director of Media Relations at the professional services ﬁrm PwC. Jonathan holds a B.A in Politics from Durham University, UK. He is married to Kate and has two teenage sons, Oliver and Toby.

CONFERENCE PROGRAMME

HALL 1 INTERNAL COMMUNICATIONS – THE NEW HR

12:1012:35

Charles Stanley Case Study: Growing the Gorilla Kate Grifﬁths-Lambert, Group HR Director & Joanne Higginson, Head of Communications, Charles Stanley This case study will focus on how a strong HR/Internal Communications partnership can enhance employee engagement to aid growth.

HALL 1

Kate joined Charles Stanley as Group HR Director in May 2016 and was appointed to the Executive Committee board in March 2017. Kate has substantial experience in leading HR teams and developing wealth and professional services businesses. Kate has held numerous senior roles within ﬁnancial services organisations, most recently as Head of Global HR and an Executive Director/Partner at Stonehage Fleming. Prior to this Kate was the HR Director at the law ﬁrm, White & Case. Earlier in her career she was one of the founders of Accucard/Create, where she was Head of Business Services, until the business was acquired by Lloyds TSB, resulting in Kate becoming Head of HR for Consumer Lending for the bank. Outside of work Kate is also a Governor for Guy’s and St Thomas’ NHS Foundation Trust.

Joanne joined Charles Stanley in June 2010 as a Public Relations Executive as part of the company’s in-house public relations team. Latterly she held the position of PR Manager before taking up the newly-created role of Business Manager for the group’s Distribution division. In October 2016 Joanne was appointed Head of Communications, widening her remit to encompass internal communications across the Group, with an emphasis on employee engagement. Joanne is a member of the Chartered Institute of Public Relations. In May 2017 Joanne was shortlisted for the Women in Finance Rising Star award.

12:3513:00

Dr Martens Case Study: Retaining an Independent Entrepreneurial Spirit and Identity at Times of Change Helen Verwoert, Group HR Director & Amanda Fishburn, Change, Communications and Culture Lead, Dr Martens In this session Helen Verwoert, Global HR Director and Amanda Fishburn, Global Change, Communication and Culture Lead at Dr Martens will reveal what they did to address the question of what it meant to work at the organisation following the move from family run to private equity ownership in 2013. With ambitious targets and a growing workforce, Helen and her team have spent a lot of time putting their brand literally ‘on the record’ through internal communication. Amanda, new to Dr Martens, having spent most of her career working across global media organisations, was brought in as a specialist to support, embed and bring this work to life.

Helen Verwoert has been with Dr Martens since March 2013 as their Group HR Director. This move saw her successfully supporting the sale of the business from a family owned to Private Equity ownership in 2013. To develop a solid foundation worldwide, Helen has brought new talent into the business, restructured the business from a global structure to a regional formation and helped develop a global HR team who truly support the brand mission, vision and essence of Dr. Martens. Most recently, Helen and her team have focused on articulating Dr. Martens unique culture and bringing it to life in authentic and creative ways.

Amanda is an experienced change and communications expert, having spent most of her career working in global media organisations. At the Guardian, Amanda was involved in developing and delivering key areas of their strategy – with ambitious targets to deliver in an unpredictable media landscape, they needed to completely change the way they work. At the BBC, Amanda had to hit the ground running with changes to commissioning, ways of working and culture happening right across the division. Amanda has now recently joined Dr Martens as their Global Change, Communication and Culture Lead where she is ensuring that rapid growth and change is managed across the business with effectiveness and pace.

HALL 1 13:0013:25

CONFERENCE PROGRAMME

Formica Case Study: When Digital Solutions Don’t Work Laura Barbour, European Engagement Manager, Formica In 2015 the Formica European business has seen engagement results drop below 40% and the business was facing the reality of a financial turnaround. After 100 years of being in business they created a role to focus on engagement. The questions was, how do you engage the hearts and minds of a shopfloor who think they are in profit and hiding it – when really they are losing money? This case study shows the steps the team took to build a relationship with manufacturing employees and improve their commercial knowledge of the business. By driving an understanding of the business and the market they operate in, will come an understanding of the change they needed to deliver. With no channels in place and digital solutions out of the question, Laura developed a model which is now rolled out in all Europe sites and being implemented wider across the globe – and delivering great results.

13:2514:25

Lunch

360 DEGREE COMMUNICATIONS IN A FRAGMENTING WORKPLACE 14:2514:50

RHP Case Study: Creating an Employee Brand to Engage and Inspire Amina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement & Communications, RHP RHP will share it’s approach to how they have created a strong employer brand and reputation for innovation leading them to being ranked No1 in the 2016 Great Place to Work list with exceptional levels of employee engagement. As a SME they consistently punch above their weight and this is reflected in a plethora of awards for their approach to creating the right environment for innovation to thrive during a time in which the sector they work in has undergone unprecedented changes. You’ll get to hear how internal comms working hand in hand with HR have made this happen and some practical ideas that you can take back to your business. Amina Graham joined RHP as the Executive Director of Corporate Services in 2008 after 22 years at Marks and Spencer. She has a wealth of business experience in customer service, people management, organisational development and complex change delivery. At M&S she led the successful delivery of a portfolio of strategic programmes which made a significant contribution to the group’s return to growth. Amina’s commercial acumen and expertise in customer service has helped RHP deliver sector leading digital services; achieve the gold standard in Investors for People; gain first place in the 2016 Great Place to Work list; win the 2015 CIPD overall award for best employer and employee engagement; RHP being recognised as the most innovation friendly organisation in the housing sector; and RHP becoming one of the top performing organisations in the sector with customer satisfaction at 85% and employee satisfaction at 95%. Amina’s innovative approach was recognised in the HR Most Influential 2016 list. Chloe’s experience in HR, L&D and Communications has driven forward award winning employee engagement initiatives and UK leading levels of employee satisfaction, that have in turn delivered better business results. She joined RHP in 2009 as an HR Generalist and in 2011 became their Learning and Development Manager. Chloe played a key role in developing and embedding their cultural change programme ‘iamrhp’, leading to a significant increase in employee engagement with satisfaction moving from 88% to 97% and RHP gaining a top five place in the Sunday Times Best Companies list for not-forprofit. Since becoming Head of Engagement 18 months ago, Chloe has helped RHP reach new heights in employee engagement. They gained Investors in People Gold at the very highest level and were named ‘Gold Investors in people employer of the year’ in the summer of 2015. To top it all, in September 2015, RHP won ‘Best employee engagement initiative’ at the CIPD People Management awards and were also crowned overall winners for ‘outstanding people practises’.

HALL 1

With over 20 years in the Internal Communications field Laura has worked in an assortment of industries including water, oil, social housing and financial services. Laura is now European Employee Engagement Manager for Formica Group Europe which has 1000 employees based across Europe. Although a small number of employees – the challenge comes when they speak five different languages; operate across three shifts and 80% of them do not have computers or email. Moving from eight years in financial services into non-digital manufacturing world was a total culture change for Laura. Over the past two years Laura has developed an undying passion for communicating in the operational industry, especially when targeting engagement for non-wired/manufacturing employees.

HALL 1 14:5015:15

CONFERENCE PROGRAMME

Canford School Case Study: Engaging a Diverse Workplace Philippa Scudds, Director of Marketing and Communications, Canford School How do you empower employees to work together when their roles seem worlds apart? Historically schools employed teachers plus a Bursar and a small number of administrative staff. Those days are gone. With the increase in HR requirements, health and safety regulations, catering and housekeeping demands and campus maintenance, schools today generally employ many more support staff than teachers. How can this be harmonious, when the fundamental business remains educating pupils? What internal communications challenges has this shift brought? How have they been faced? Has there been a successful outcome? What transferable lessons can be learned relevant for all business sectors? In this case study, education communications expert Philippa Scudds will look at the ways in which Canford School has developed its internal communications methods to unite teaching and support staff employed across a 250 acre site – without the need for Harry Potter’s magic wand.

15:1515:40

Panel Debate

15:4016:10

Coffee & Networking Break

Philippa Scudds, Amina Graham & Chloe Marsh

COMMUNICATING TO A CHANGING/GLOBAL WORKFORCE 16:1016:35

Thomson Reuters Case Study: Hatch The Match Victoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters How can internal communication practitioners match the content their colleagues consume in the real world? Without the deployment of algorithms or cultures willing to ‘Buzzfeed’ their corporate content, what can we do to create communications that build cultures and foster competitive advantage? We’ll examine some examples from Thomson Reuters and look at employee reading patterns so you can start hatching a content strategy that resonates with your audiences and matches the needs of the increasingly ‘spoilt for choice’ digital reader. Victoria Silverman is a global engagement specialist who gets results by using visuals, words and ideas to inspire collaborative behaviours and to build the right culture for a business to succeed. Her background is in journalism, teaching and corporate storytelling. Until recently, Victoria led Thomson Reuters’ global employee engagement for Diversity & Inclusion and Corporate Responsibility, delivering record breaking, award-winning campaigns including: Women Who Rock! a celebration of women and the men who support them in the workplace; On Side With Pride, to support LGBTQ colleagues and programs; Steps to a Smaller Footprint, an energy efﬁciency drive that supported the reduction of $1 million in energy bills; and We4She – a month-long UN-related initiative to inspire male and female employees to mentor, coach or sponsor a woman or girl – which drew 49k views, likes, comments and 1k pledges among the company’s 50k-strong workforce in 100 countries. Her most recent campaign #dare2disrupt dares employees to live and love innovation at work. She has also been communicator in chief for the London HR community, which was all about bringing people together, breaking down silos and sharing knowledge. Victoria has worked for Deloitte, ITV and the Government in editorial, corporate comms and change management roles. In her spare time, she is director of The Missing Manual Ltd and founder of the parenting online community BeTeenUs.com.

HALL 1

Philippa joined Canford School in June 2010 as the Director of Marketing and Communications. She is responsible for both external and internal communications at this leading co-educational independent boarding school based in Dorset. Philippa combines her in-house role at Canford with communications advice through her consultancy Cathcart Communications focused on communications and marketing issues facing the education sector. Prior to Canford, Philippa spent a decade working in the City, in equity sales for Bear Stearns and institutional marketing for Robert Fleming, before moving into Financial Public Relations with Smithfield. CIM qualified, Philippa believes in a straight talking, clear thinking approach to communications. In a fast paced, ever demanding workplace, she is passionate about ensuring that all communications are effective and efficient. Implementing this approach in an educational setting, uniting teachers and non-teachers in a common purpose, presents some unique and interesting communications challenges.

EBM GROUP EVENTS 13

CUSTOMER ENGAGEMENT SUMMIT

MONDAY 13TH NOVEMBER 2017

CUSTOMER ROBOTICS AND AI DIRECTORS FORUM

FUTURE OF THE CONTACT CENTRE CONFERENCE

CX MARKETING SUMMIT 2018

EMPLOYEE ENGAGEMENT SUMMIT

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

ENGAGE FOCUS GROUPS

2017 ENGAGE AWARDS

NOV 2017

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TUESDAY 26TH SEPTEMBER 2017

THURSDAY 22ND FEBRUARY 2018

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HALL 1 16:3517:00

CONFERENCE PROGRAMME

A Changing Workforce Requires a Change in How we Communicate to Them Susanne Kirlew, International Speaker & TV Presenter Work forces have changed dramatically in past years. The traditional 9-5 hours and all staff under one roof model is becoming less and less common. Nowadays we have more ﬂexible workforce scenarios including: • Working from home • Hot desk environments • Remote workers • Job shares • Disperse workforce The way in which we communicate needs to catch up with these changes. This needs to include more two-way communication and using a more balanced mixture of verbal, written and visual communications. Susanne Kirlew has worked for many blue chip companies including Balfour Beatty, Network Rail, British Land, Kings College Hospital and will share some case studies on how she implemented various communication changes.

17:0017:25

CDK Global Case Study: Engaging Employees at all Levels Sian Cargan, International Internal Communication Director & Gisela Velterop, Learning & Development Manager, CDK Global In 2015 CDK Global launched an award winning campaign to communicate their new Engagement strategy to Associates in 27 countries worldwide. This was the first time the business had run a campaign of this scale, and through a mix of channels and styles the team achieved a 93% response rate to their new Engagement Survey which launched in February 2016. The success of this strategy and campaign have continued into 2017 and Sian Cargan, Internal Communications Director and Gisela Velterop, Learning & Development Manager are pleased to share their story with you. Sian joined CDK Global (then ADP) in 2014 as Internal Communications Manager. Responsible for building an international communications strategy that would engage Associates in 27 countries worldwide, Sian has established new channels, hosted global events, and worked closely with the Engagement team to launch a new survey and extend the reach of communications through a network of Champions. In January 2017 she was promoted to Internal Communications Director. Gisela joined CDK in 2013 after completing a Masters degree in Industrial and Organisational Psychology at Erasmus University, Rotterdam. Since then, Gisela has managed and implemented different networks of Engagement Champions across the globe, as well as creating CDK’s first engagement strategy, which included the launch of a new survey. In her current role as Learning & Development Manager, Gisela continues to embed engagement through management and leadership programmes, and finds new ways to drive forward CDK’s engagement strategy.

17:2517:30

Chair’s Closing Remarks Kate Jones, Chair, Institute of Internal Communications Kate is an award-winning internal communications specialist with over 20 years’ experience, both agency and inhouse, across a range of industries. She is elected Chair of the Institute of Internal Communication, an IoIC Fellow and was named IoIC Internal Communicator of the Year 2016.

17:30

Drinks & Networking Party

HALL 1

Susanne is a captivating International Speaker who has inspired and educated audiences throughout Europe, USA, Asia and the Middle East. With a solid background in Internal Communications and PR, Susanne has over 15 years experience working with corporate companies, public sector organisations and PR agencies (including Balfour Beatty, Network Rail, BBC Radio London and Kazoo Communications, to name a few). Her expertise has afforded her the opportunity to provide Senior Executive Support and Campaign Management to Blue Chip companies throughout the years. She has been instrumental in developing and implementing internal campaigns and communications channels that are effective and measureable. Susanne has taken her years of experience in the ﬁeld along with her own innovation and creativity to craft a unique message to business leaders, managers and CEOs that is centred on engaging and effectively communicating with employees so as to increase their productivity and commitment.