2018 Future of the Contact Centre Conference by Engage Business Media

OFFICIAL EVENT GUIDE

FUTURE OF THE CONTACT CENTRE 22 FEBRUARY 2018 VICTORIA PARK PLAZA I LONDON

RAPID ADVANCES IN CUSTOMER FACING DIGITAL TECHNOLOGIES MEAN CONTACT CENTRES ARE NOW AT A PIVOTAL POINT IN THEIR HISTORY

PLATINUM SPONSORS

GOLD SPONSORS

ORGANISED BY:

SILVER SPONSORS

BRONZE SPONSORS

ContactCentreConference.com @EngageCustomer #EngageConferences

THE COLLABOR RATIVE T CLOUD CONTACT CENTRE Enhance customer experiences We make it easy for you ur agents to deliver more rewarding experiences with w every customer contact. With 8x8, your customeers can reach the right person in the shortest time, every e time.

Modern Collaborration Power erful rful Analytic Analytics cs Globaal Scal cale

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8x8 8.com m/uk uk

WELCOME

THE TEAM Steve Hurst Editorial Director steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director nick.rust@ebm.media T: 01932 506 301 Katie Donaldson Senior Marketing Executive katie.donaldson@ebm.media T: 01932 506 302 James Cottee Senior Sponsorship Sales james.cottee@ebm.media T: 01932 506 309

A warm welcome to our ﬂagship Future of the Contact Centre Conference, now in its fourth year, and ﬁrmly established as the UK’s premier customer contact event.

James Major Sponsorship Sales james.major@ebm.media T: 01932 302 110

Our CPD accredited conference has gained a worthy 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.

Alex Webb Sponsorship Sales alex.webb@ebm.media T: 01932 506 303

There is no doubt that contact centres are at a pivotal point in their history. Continuing rapid advances in customer and employee facing technologies including Artiﬁcial Intelligence and Robotics 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 ever more demanding customers.

Kimberly Bishop Sponsorship Sales kim.bishop@ebm.media T: 01932 506 308

Contact centres remain 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.

Dan Skinner Membership Sales dan.skinner@ebm.media T: 01932 506 307

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.

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

WELCOME

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 pivotal moment and now is the time for organisations to capitalise on their unique position. The chief aim of this Future of the Contact Centre 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 technology driven 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

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www.genesys.com/uk

020 3808 3999

CONTENTS

Visitor Information

Speakers

6-8

SPONSORS

THANK YOU TO OUR SPONSORS PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

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AGENDA SUMMARY

PLENARY KEYNOTES

09:00

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

09:10

Botman Vs. Superagent: The Epic Struggle to Save Customer Experience Dr. Nicola Millard, Head of Customer Insight & Futures, BT

09:35

What Makes a Multi Award Winning Contact Centre? Barry Webb, Head of Digital Optimisation, Contact Centres & Darren Plimley, Head of Site – Operations, BGL Group

HALL 1 10:55

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

MULTICHANNEL CONTACT CENTRE OF THE FUTURE 11:00

Daily Mail Group Case Study: Gig Economy + Customer Service = Crowd Service™ (The Answer to Everything?) Suzi Caesar, Head of Customer Service, DMG Media & Megan Neale, Founder, Limitless Technology

11:20

Sparkcentral Enables Effortless Customer Experiences at Scale! Christoph Neut, Vice President EMEA, Sparkcentral

11:40

Sure Petcare Case Study: Voice of the Employee in a Connected World Sarah Metcalfe, Head of Customer Service, Sure Petcare

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE 12:00

Motability Operations Case Study: Values & Behaviours: How to Utilise Technology to Get the Basics Right Llaura Hughes, Training and Communications Manager, Motability Operations

12:20

Robotics… A Brave New World? Darryl Beckford, Head of Digital Experience, KCOM

12:40

Philips Case Study: What Chatbots can Teach you About Yourself Laetitia Grammatico, Director of Strategy & Innovation, Philips

13:00

Lunch

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS 14:00

Auto Trader Case Study: Helping The Automotive Industry Keep Pace with the Digital Revolution Nick King, Insight Director, Auto Trader

14:20

Behaviour Change is Broken – Let’s Fix it Together Justin Collinge, Director, Tao Leadership

14:40

Sky Gaming Case Study: Big Data – Be a Lover Not a Hater Nicholas Cockerill, Head of Product, Sky Gaming

CX INNOVATION AND TRANSFORMATION 15:00

Water Plus Case Study: Building an Award Winning Digital Service Proposition Kim Ratcliffe, COO, Water Plus

15:20

How to Prepare for Seamless Uniﬁed Multilayer Customer Engagement David Rowlands, Director of Customer Success UK & EMEA & Lisa Clark, VP of PM For Contact Centre Products, 8×8

15:40

Why the Latest CX Research Spells Doom Unless These Burning Issues are Tackled Martin Hill-Wilson, Founder, Brainfood Consulting

16:00

Coffee & Networking Break

EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE 16:30

Portland Broadcast Case Study: VOCE Driving The Contact Centre Back to The Future Adam Taylor, Sales and Customer Services Director, Portland Broadcasting

16:50

17:10

Panel Discussion Nick Brice & Adam Taylor

17:30

Drinks & Networking

AGENDA SUMMARY

PLENARY KEYNOTES 10:00

10:25

Putting Customer Emotion Back Into Marketing by Collaborating with Contact Centres James Sandberg, Founder, Customer Devoted Coffee and Networking

FOCUS GROUP 14:00 -15:00

Optimising Global Multilingual Customer Support

HALL 2 10:55

Chair’s Introduction: Peter Massey, Managing Director, Budd

OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE 11:00

Metro Bank Case Study: Creating Fans Not Customers David Craggs, Director of Banking Operations, Metro Bank

11:20

Where Does AI Sit in Your Omni-Channel Customer Journey? Paul White, Director of Customer Engagement, IFS-mplsystems

11:40

The Algorithm Will See You Now Martin Taylor, CMO, Content Guru

THE CONTACT CENTRE & THE CUSTOMER JOURNEY 12:00

Three UK Case Study: How do we Scratch That Itch of Today’s Connected Customer? Greg Jenkins, Digital Business Partner, Three UK

12:20

The Contact Centre & The Customer Journey Charlie Snedden, Head of Pre-Sales, Calabrio

12:40

West Sussex County Council Case Study: Doing The Basics Brilliantly Julie Rendle-Eames, Head of Customer Experience, West Sussex County Council

13:00

Lunch

SERVICE DESIGN IN THE CONTACT CENTRE 14:00

JJ Housing Case Study: Driving Improvements Through Customer Interaction Kathryn Fox, Head of Operations, JJ Housing

14:20

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

14:40

Panel Discussion Kathryn Fox & Rich Davies

DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS, WEBCHAT AND VIRTUAL ASSISTANTS 15:00

Dixons Carphone Case Study: The Role of Customer Service Professionals in a Digitally Transformed Environment Jason Roberts, Head of Contact Centre Operations, Dixons Carphone

15:20

Digital Transformation: Automate or Fail? Matt Hooper, SVP Global Marketing, IMImobile

15:40

tails.com Case Study: How we Turned Customer Support Into Part of our Product Kat Knocker, Head of Product and Customer Experience, tails.Com

16:00

Coffee & Networking Break

OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO 16:30

4Finance Case Study: Self-Service With Beneﬁts Aija Urbiņa, Group Head of Customer Care, 4Finance Group

16:50

Omnichannel Customer Engagement Trends and Opportunities Stuart Mackie, Sales Director Partners & Strategic Solutions UK & IRE, Genesys

17:10

Customer Contact: Transforming the First Sixty Seconds Matt Smallman, Co-Founder, SymNex Consulting

17:30

Drinks & Networking

FLOORPLAN

Lower Level 1 HALL 1

Catering Station

• • • • •

MULTICHANNEL CONTACT CENTRE OF THE FUTURE ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE BIG DATA, CUSTOMER INSIGHT AND ANALYTICS CX INNOVATION AND TRANSFORMATION EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE

HALL 2 • • • •

OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE THE CONTACT CENTRE & THE CUSTOMER JOURNEY SERVICE DESIGN IN THE CONTACT CENTRE DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS, WEBCHAT AND VIRTUAL ASSISTANTS • OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO

ROUNDTABLE SESSIONS

Catering Station 15

HALL 1

HALL 2

EXPO HALL

2 Catering 19 Station Entrance

Entrance

Registration Lifts

Help Desk

Business Centre

Cloakroom Stairs to Reception

Restroom

Omni-Channel Contact Centre, UniďŹ ed Agent Desktop & AI technology in one simple solution providing a 360-degree view of the customer, whilst managing voice; email; chat; social and mobile channels as a seamless omni-channel experience.

Making Customer Service, Simple

As a Visionary in Gartnerâ&#x20AC;&#x2122;s Contact Centre as a Service Magic Quadrant for the last 3 consecutive years, we are trusted by many leading European organisations to manage their end-to-end Omni Channel Customer journeys.

info@mplsystems.co.uk | mplsystems.co.uk | 0800 0931 474

FLOORPLAN

Expo Hall & Refreshments

Catering Station

Contact: W: www.boschservicesolutions.com/en

Contact: Lynda Kershaw T: +44 1293 872000 E: market@macro4.com W: www.macro4.com

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

Catering Station 15 Contact: Emilie Daly T: 02038246322 E: emilie.daly@8×8.com W: www.8×8.com/uk

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

16 Contact: Justin Collinge E: Justin@TaoLeadership.co.uk W: www.TaoLeadership.co.uk

Contact: W: www.imimobile.com

17 Contact: W: www.calabrio.com

4 3

Contact: Andrew McMahon E: andrew.mcmahon@genesys.com T: 07501 222 263 W: www.genesys.com/uk

Contact: Christoph Neut T: 0032 475 545464

2 Catering 19 Station Contact: T: 01926 623 500 E: info@mplsystems.co.uk W: www.mplsystems.co.uk

Contact: Andrew White T: +44 (0) 7780 706811 E: Andrew.white@imimobile.com E: sales@contentguru.com W: www.contentguru.com

Contact: Laurane Potié T: 0032 468 198584

Contact: T: +44 1425 614 070 T: +31 (0) 10 411 38 66 W: www.cxcompany.com

PLENARY

CONFERENCE PROGRAMME

09:0009:10

CHAIR’S INTRODUCTION:

09:1009:35

Botman Vs. Superagent: The Epic Struggle to Save Customer Experience

Martin Hill-Wilson, Founder, Brainfood Consulting

Dr. Nicola Millard, Head of Customer Insight & Futures, BT

PLENARY

We’re currently witnessing a customer experience revolution. Will Botman or SuperAgent save the day? Dr. Nicola Millard shares insights from our latest global ‘Digital Customer’ research on how consumers are changing in their attitudes towards digital service – especially as their smartphone becomes their window on the world – and the pressures that organisations face in delivering better customer experiences. How are their demands shaping the contact centre of the future? Are ‘bots going to take over? If not, what is the role of the human in the evolution of customer experience? Using a combination of research and practical experience, we will cut through the hype and explore the realities of combining man and machine at the customer interface. Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team. Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interface design, customer service and business consulting. She was involved with a number of BT “firsts”, including the first application of intelligent systems into BT’s call centres and BT’s initial experimentation with home working. Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her first book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola has appeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa, Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a number of award panels. When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of BT’s large global corporate clients including banks, travel companies and retailers, to name but a few.

09:3510:00

What Makes a Multi Award Winning Contact Centre? Barry Webb, Head of Digital Optimisation, Contact Centres & Darren Plimley, Head of Site – Operations, BGL Group Founded in 1992, BGL Group has grown signiﬁcantly both in size and capability. From 30 people to 3,000 people across 6 locations and 2 countries. Today we are the UK’s leading digital distributor of insurance and household ﬁnancial services, to over 8 million customers. BGL Customer Services provide award winning contact centre services to a number of iconic brands and businesses. Operating 3 sites and employing 1300 people, we were delighted to be recognised as the best large contact centre in Europe at the ECCCSA 2017. Evolving from traditional call centres into multi-channel contact centres over the past 5 years, we’re obsessive about delivering for our customers, with a relentless attitude in driving exceptional standards we’ve created a culture of positive and continuous change. Adopting an agile, test and learn approach to ensure we deliver to the expectations of our customers and our people, ensuring we stay ahead of the competition. We try new things, fail fast and apply our learnings. We’re proud of our success, but we’re not standing still. With that in mind, what does the future hold? How do we continue to be the best? Our presentation will explore our views of the future state of the contact centre, considering our customers, our people and technology and how we will continue to succeed.

PLENARY

CONFERENCE PROGRAMME

Barry has worked for BGL group for over 20 years, in a range of specialist and leadership roles. As Head of Digital Optimisation for BGL contact centres, Barry is responsible for defining and delivering customer service strategy across all channels of engagement. Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 people, today we are a leading digital distributor of insurance and household financial services, through our price comparison and insurance distribution and outsourcing divisions. Providing contact centre services to customers of our portfolio of blue-chip brands, our customer vision is simple – consistent high quality, low effort and personalised customer experiences across all channels. Barry is a customer experience specialist, with extensive knowledge of customer contact strategy and technology – but is always looking to learn more!. Accreditations include CMI chartered manager status and qualifications in professional project management, business analysis and internal audit.

10:0010:25

Putting Customer Emotion Back into Marketing by Collaborating with Contact Centres James Sandberg, Founder, Customer Devoted Marketing analytics can’t measure emotion – but customers share their emotion with contact centres. Customers buy with their hearts and minds. In the attention economy, marketing needs to get emotional to get noticed. During this session, James will outline a suggested framework for how contact centres and marketing can collaborate to develop more effective marketing that pulls at the heart strings of customers. • • • •

How can the contact centre be the emotional heart of marketing? How can marketing planning be upgraded with this emotional insight? How can brand teams build branded experiences into how the contact centre services customers? How can marketing and contact centres break down data silos and work from the same single customer view?

James is the founder of Customer Devoted which is a customer success consultancy that delivers customer experience, marketing automation, CRM and loyalty strategies, enabling organisations to accelerate their growth and maximise customer proﬁtability. James’s previous experience as Managing Director of customer engagement agency Ogilvy One in Mumbai and Strategy Director for customer loyalty agency ICLP has given him an international perspective on data driven customer engagement which he has developed for brands such as Vodafone, HSBC, Royal Canin, Carlson Hotels, Vespa, Dove, Smirnoff and tech startups such as CoInvestor and The Villa Collective. James believes that marketing needs a new paradigm. One where businesses partner with their customers and prospects in a long-term value exchange. To survive the next wave of disruption, organisations need to move beyond marketing operations to become indispensable in the lives of customers whilst leveraging data and technology to drive operational efﬁciency. Customers expect more and have more choices today than ever before. Delivering remarkable experiences, tailored services and being useful in the lives of customers means that brands need to create partnerships with their customers and look beyond the short-term transaction. James is a regular speaker and mentor for The School Of Communication Arts, Capital Enterprise and Enterprise Nation.

10:2510:55

Coffee and Networking

PLENARY

Darren has worked for BGL group for over 15 years, in a range of leadership roles. As Head of Site for BGL’s Contact Centre in Peterborough, Darren is responsible for delivering exceptional customer outcomes and commercial value for all of BGL’s affinity partners. Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 people, today we are the leading digital distributor of insurance and household financial services, through our price comparison and insurance distribution and outsourcing divisions. Providing contact centre services to customers of our portfolio of blue-chip brands including Marks & Spencer, Lloyds Banking Group and RAC to name a few our customer vision is simple – consistent high quality, low effort and personalised customer experiences across all channels. Darren is a vastly experienced contact centre professional, with a track record of delivering best in class customer service via highly engaged people.

CONFERENCE PROGRAMME

10:5511:00

HALL 1

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

MULTICHANNEL CONTACT CENTRE OF THE FUTURE 11:0011:20

HALL 1

Are you hearing a lot about how Artificial Intelligence and Crowd Service™ can help you transform your service operation? Are you fed up of the hype? Just want to figure out what’s going and what will help you achieve your targets in the next 2 years? In this session Susan Caesar, Director of Customer Experience at DMG Media will share how, when faced with a seemingly impossible task of saving 30% of her annual budget AND a promise to deliver better service, she turned to a Crowd Service™ model. Provided by Limitless Technology the solution has been an overwhelming success and has been quickly embraced by the DMG Media board as innovative, scalable and future proof. If you would like to hear DMG’s Crowd Service™ story, including the challenges we overcame then please join us. Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UK publisher. Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, Customer Care Director for asos.com, a management consultant in private and public sector, and Customer Service Director at Orange, Sky and Microsoft. In particular Suzi specialises in transformation within disruptive markets, driving revenue, efficiencies and people engagement as a result. She is driven by the fact that businesses want profit and people want inclusion, collaboration and recognition. She believes to thrive it’s vital that organisations adapt to humankind, finding new ways to create and exchange value and to do so with care, empathy and authenticity. Suzi is a non-executive director of a social enterprise communityfirstuk.com that promotes digital skills for inclusion and employability. She recently won a Personal Achievement Award from DMGT for her work in helping the founders, Pauline & Carol, establish communityfirstuk.com. Suzi works globally and lives in London and Carnoustie. She also loves kayaking, off-roading, photography and film making.

Megan is passionate about digital innovation for customer experience. Megan co-founded Limitless in 2016, having identiﬁed customer service as the perfect place to combine 3 mega trends; the gig economy, consumer enthusiasm and artiﬁcial intelligence. Limitless is an AI powered Crowd Service™ app that enables organisations to turn their most loyal and passionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand.

11:2011:40

Sparkcentral Enables Effortless Customer Experiences at Scale! Christoph Neut, Vice President EMEA, Sparkcentral Customer-obsessed companies use Sparkcentral’s leading customer engagement platform to manage and resolve customer service interactions over messaging and social channels in a simple, streamlined and fun way. With the fastest customer routing and prioritisation technology in the business and innovative workﬂow optimisation and reporting tools, Sparkcentral helps global brands like Delta Air Lines, Goodbaby, Citizen M, Uber, Zappos, Engie, Emirates and more deliver effortless customer service experiences and drive brand loyalty. A recent CODiE Award winner for Best Customer Service Solution, Sparkcentral is headquartered in San Francisco and has its EMEA headquarters in Belgium. Christoph Neut is VP of EMEA at Sparkcentral – a Silicon Valley based enterprise customer engagement software provider that enables customer-obsessed brands like Delta Airlines, Zappos, Uber, Citizen M, Engie, Goodbaby and Emirates to deliver engaging and effortless customer experiences on messaging & social channels at scale. Christoph brings more than 20 years experience in building innovative technology companies, combining visionary insight with a deep understanding of the current customer service and contact centre trends.

HALL 1 11:4012:00

CONFERENCE PROGRAMME

Sure Petcare Case Study: Voice of the Employee in a Connected World Sarah Metcalfe, Head of Customer Service, Sure Petcare As the leading provider of intelligent pet products, customer service has been a major focus for Sure Petcare since day one. They have experienced tremendous growth since being founded in 2008 and now sell in over 20 countries worldwide. The company pride themselves on having great products backed up by amazing customer service. Sarah will share how Sure Petcare continue to use the voice of their employees to improve their company, their customer service. Focussing on how their employee voice has been used to develop their omnichannel service delivery as well as shaping the future of supporting their connected suite of products. She will discuss how giving employees the voice has helped Sure Petcare achieved their NPS score of over 90% and above.

Sarah joined Sure Petcare 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 Sure Petcare 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, Sure Petcare now has an amazing Net Promoter Score of 95+% with an increase in customer contact of over 50% over the last 12 months.

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE 12:0012:20

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

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

HALL 1

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 Sure Petcare with others including her strategy for supporting Sure Petcare ’s new connected suite of pet products within the Future of Intelligent Pet Care.

Omni-Channel Customer Communications

50%

12,000 reduction in repeat callers days of customer Stadsbank Oost and agent time Nederland saved in one year y EDF Energy

Over 1,000% normal contact levels handled seamlessly UK Power Networks

80% reduction in A&E referrals by consolidating data sources

93%

Content Guru’s storm® platform combines multi-award-winning, omni-channel cloud contact centre capabilities and powerful integration with hundreds of third-party systems. Consumers and colleagues engage with organisation using storm wherever, whenever and on whichever device they choose, receiving consistent, high-quality service.

NHS 111

automation at peak times UK Power Networks

The Algorithm Will See Y Yo ou Now 11:40 - 12:00, Hall 2 Handling mission-critical contact can be a matter of life or death. When a patient’s health hangs in the balance, all contact must be effﬁﬁciently routed, triaged and personalised, regardless of the channel or device. Discover how Content Guru has evolved communications across the NHS, creating a seamless omni-channel journey for patients and healthcare agents.

Get in touch with the storm team www.contentguru.com sales@contentguru.com 01344 852 350 @cgc chirp

Martin T Ta aylor Global CMO Content Guru

Conte ent Guru Ltd

HALL 1 12:2012:40

CONFERENCE PROGRAMME

Robotics… A Brave New World? Darryl Beckford, Head of Digital Acceleration, KCOM Robotics is very topical in the news at the moment with a mix of both positive and negative stories depending on what you read… What is true is that businesses have turned their attentions towards robotic technology to understand how it can help drive efﬁciencies. In reality robotic technology has been working hand in hand with humans over a number of years helping to increase performance in industry and to enable personalisation. In this session, we will look into the way robots have shaped customer expectations and how, just like for Contact Centres, embracing this technology is a key component to delivering exceptional customer journeys

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. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

12:4013:00

Philips Case Study: What Chatbots can Teach you About Yourself Laetitia Grammatico, Director of Strategy & Innovation, Philips Besides the known beneﬁts of a (successful) bot handling consumer questions, the process of scoping, creating content and decision trees deliver a lot of useful insights for a company. I will explain how working on chatbots exposed a lot of internal improvement points and what these projects have led to in terms of processes, content and organisation.

13:0014:00

Lunch and Networking

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS 14:0014:20

Auto Trader Case Study: Helping The Automotive Industry Keep Pace with the Digital Revolution Nick King, Insight Director, Auto Trader For 37 years Auto Trader was a weekly magazine, and at its peak the 3rd highest circulation in the UK. With 85% of the automotive market advertising within it. Growing our online presence slowly we stopped printing in 2013 and now have only an online presence. We’ve maintained our market share within automotive and have 11.5million unique visitors a month. The digital revolution has clearly arrived and now we are on a mission to help the automotive industry keep up the pace. Traffic breed data and of course data can give insights. Our challenge is to embed the data and insights into an industry that doesn’t always see the value in it. How do we break through this barrier and inspire our customers to embrace it? Nick will explain the tactics, tools and methods we employ. Expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. Nick joined Auto Trader in January 2007 as Business Intelligence and Market research Director. Responsible for analysis and insights within the myriad of reporting tools currently available for the internet. He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing. He also speaks regularly at conferences round the world. After graduating from Loughborough, Nick spent 3 years in advertising and planning at Dorlands and Lintas, 3 years as a rock star with Great Northern Electrics, ran a music production company, was a publisher on High-end HiFi magazines at Petersen/EMAP for 7 years and a Marketing Manager at Superscape for 3 years, helping to build the company from a start-up, to one of the top 3 Mobile content suppliers in the UK. He then spent 4 years, as the Director of Research at Diffiniti / Carat Interactive, responsible for a team of researchers advising a range of Blue-chip clients (AOL, Auto Trader, Coco-Cola, Diageo, Disney, Kodak, Renault, Halifax, Aviva, and Orange) on the development of their marketing and communications strategies in the Digital arena. And from here, joined Auto Trader.

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Laetitia has spent 20 years listening to consumers and helping technology companies deliver insights-driven consumer experiences. She believes in harnessing technology to enable long-lasting relationships between consumers, employees and brands. She is currently Director of Strategy & Innovation within Philips Consumer Care.

CONFERENCE PROGRAMME

14:2014:40

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Behaviour Change is Broken – Let’s Fix it Together Justin Collinge, Director, Tao Leadership Sky’s largest contact centre was failing & something had to happen – fast. Commercials & engagement were low, attrition & absence were high. This is the story of how a 1000-seat site turned around in just 6 weeks using a range of data-driven & innovative methods – including network analysis, empowering key inﬂuencers, & a different application of Agile techniques. The results? In just 6 months the site saw a rise in NPS of 57 points, engagement rose by more than 300%, & they went from lowest performing to highest performing in the estate. All this added up to an ROI of over 37,000%! The site has gone on to win many awards including ‘Contact Centre of Team the Year 2017’. You’ll hear the secrets behind this incredible transformation & how to replicate them. We’ll also have a senior Sky stakeholder present to answer questions during & after the presentation.

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Justin has had a very diverse career – starting as a school teacher, & then running a church for 10 years, a senior lecturer at a university, a ﬁreﬁghter & the last 15 years running his own consultancy. As a result he sees business challenges from multiple view-points & brings insight, energy & a new set of options to all. As a founding director of Tao Leadership Justin specialises in People Analytics & Behaviour Change, bringing hard data to soft solutions & enabling multiple award-winning programmes to create lasting change in contact centres.

14:4015:00

Sky Gaming Case Study Nicholas Cockerill, Head of Product, Sky Gaming Walk into a contact centre in 2018 and the likelihood is that it will bear a striking resemblance to the very first ‘call centres’ of the 1960’s. Though the specific channels we use to talk to customers may have evolved over time, with live chat and instant messaging joining email and phone, the traditional goal of the contact centre has remained the same – to answer questions and resolve customer problems. But what if it could be more than that? What happens when you get put data technology at the heart of everything you do and what does the future hold for the millions of data points your contact centre is generating every single day? Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products. Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the front end. Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity. Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way. When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

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CONFERENCE PROGRAMME

CX INNOVATION AND TRANSFORMATION 15:0015:20

Water Plus Case Study: Building an Award Winning Digital Service Proposition Kim Ratcliffe, COO, Water Plus Having built a multi award winning operation with Hive (Centrica Connected Home), the next challenge is to bring low cost and exceptional performance to the newly formed water retail market. This presentation will talk through success within the technology sector and how to plan for success at low cost and high level of digitalisation in an industry with large ranging customer requirements.

15:2015:40

How to Prepare for Seamless Uniﬁed Multilayer Customer Engagement David Rowlands, Director of Customer Success UK & EMEA & Lisa Clark, VP of PM for Contact Centre Products, 8×8 What everyone wants: 1. 2. 3. 4. 5. 6. 7. 8.

Your customers now demand that you know why they are making contact. They expect a fast resolution to any question they might have across any media at any time. Your CEO has business expectations you must meet. Your agents needs one 360 view of the customer and tools to help them. You need management and BI tools. Everyone wants fast, effective low cost communications These needs will get more difﬁcult to provide in the next 3 years. You need a plan – come and ﬁnd out how we can help you here at 8×8.

One of the best in this market and being responsible for the 8×8 Contact Centre solutions portfolios in the UK & Europe region. With a passion for using technology to ﬁnd solutions to business issues and with over 20 years’ experience in the complex IT world, David has been recognised as a leader in his ﬁeld. David was the owner and founder of ICT Associates, winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector Contact Centres, and featured in the Open Universities Business School as an exemplar of business techniques. Extremely strong credentials, know for establishing strategies for growth and developing new business through targeted activities and spotting trends. • • •

Currently serving as Product Director at 8×8 UK. A product specialist overseeing efforts to deliver products and services suitable for organisation of any size, from SME to large organisations and business worldwide. An experienced product director with over 15 years’ experience in the Contact Centre and Telecoms space with a solid background in operations and product management, from conception to delivery.

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Kim is the Chief Operating Ofﬁcer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers. Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business. Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home. As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives. All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

CONFERENCE PROGRAMME

15:4016:00

HALL 1

Why The Latest CX Research Spells Doom Unless These Burning Issues are Tackled Martin Hill-Wilson, Founder, Brainfood Consulting Bob Thompson, CEO of customerthink.com, recently shared the results of primary research he had conducted into the ROI on CX. This is how he titled the post “An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…” The resulting debate amongst CX experts was fascinating in terms of why this is happening and how to move forward. Martin Hill-Wilson has distilled the key insights into where the points of failure exist and the new thinking that is emerging to provide a rapid brieﬁng on the state on CX effectiveness Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency

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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. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front ofﬁce (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

16:0016:30

Coffee and Networking

EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE 16:3016:50

Portland Broadcast Case Study: Voce Driving The Contact Centre Back to The Future Adam Taylor, Sales and Customer Services Director, Portland Broadcasting With the rise of On Demand services in the broadcast space there has been a drive over recent years to move to digital self-service, from both content/platform providers and out-sourced contact centre suppliers looking to cut costs. But has this trend come at the expense of alienating the core demographic of paying users? Through employee feedback from the contact centre, organisations can better understand the customer and tailor the product and service operations to suit the many as well as the new. Adam has 10 years’ experience managing outsourced service operations for Pay-TV operators, with a focus on creating solutions that marry the two key functions of delivering a great user experience whilst maximising revenue per contact. Adam specialises in implementing bespoke contact centre solutions for high volume events across multiple platforms and acquisition routes.

HALL 1 16:5017:10

CONFERENCE PROGRAMME

American Express Community Stadium Case Study: The Heart of Contact Centre Performance – How to Get People Really Living Your Values and Driving an Innovative Contact Centre Experience Nick Brice, Team Brighton Lead, American Express Community Stadium Research (by Daniel Goleman) has suggested that a positive and successful Contact Centre climate is often the outcome of leadership that inspires people, develops their contribution and builds a uniﬁed team, more than one based on authority. In this session, Nicholas will draw from his experiences with leaders and teams as diverse as telecoms, motor retailers, distribution, ﬁnancial services, 5 star hotels, airlines and even a premier league football club to explore the steps to fully engage people in living their values and delivering knock-out customer experiences.

17:1017:30

Panel Discussion:

17:30

Drinks and Networking

Nick Brice & Adam Taylor

2 0 1 8 E N G AG E AWA R D S

NOW OPEN FOR ENTRIES

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Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of the Customer and Voice of the Employee-based development across all customer touchpoints. He is ‘Team Brighton Lead’ for the American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customer experience, team culture and record revenue increases. His programme winning the first ever triple-gold National Training Journal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, his home club. He has helped lead a wide array of major blue-chip customer experience, culture change and transformation programmes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme for financial services, helping American Express achieve significant increases in profits through enhanced customer experiences. He also runs a multi-award winning theatre production company. A Professional Member of the Professional Speakers’ Association and a Speaker and Masterclass Facilitator with the Academy of Chief Executives.

CONFERENCE PROGRAMME

10:5511:00

HALL 2

CHAIR’S INTRODUCTION: Peter Massey, Managing Director, Budd

OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE 11:0011:20

Metro Bank Case Study: Creating Fans Not Customers David Craggs, Director of Banking Operations, Metro Bank Metro Bank launched its ﬁrst store in 2010, the ﬁrst all new High Street Bank for over 100 years. They now have over 1m customers and are growing fast. They are founded on the basis of creating FANS NOT CUSTOMERS and are passionate about bringing this to life. This session will explain how they bring this to life in their London based contact centres against the challenges their pace of growth brings.

Dave is the Director of Banking Operations at Metro Bank with responsibility for Contact Centres and a number of back ofﬁce operations. He has over 20 years of Financial Services contact centre management experience starting with the launch of Barclays very ﬁrst centres. He has directed centres servicing products including current account accounts, SME banking, mortgages, savings and specialist lending.

HALL 2

11:2011:40

Where Does AI Sit in Your Omni-Channel Customer Journey? Paul White, Director of Customer Engagement, IFS-mplsystems In today’s world, led by AI & robotics, where does the agent fit? While companies contemplate redesigning the customer experience to provide efficient service, agents continue to ponder their position in the new age of CX. In this talk, Paul White discusses what an omni-channel experience really means and where AI fits. Too many chatbot and AI deployments fail because they are conceived in isolation of the contact centre and agent assisted channels. Join us, as Paul White talks through some real-life examples of businesses where AI is part of the overall omnichannel journey and used to compliment the agent rather than replace them.

Paul White, Director of Customer Engagement at IFS-mplsystems, joined mplsystems as CEO in May 2005. Paul has spent the last 25 years working in the customer service industry and is one of the pioneers of the creation of affordable CRM and contact centre solutions. Prior to joining mplsystems Paul was the founding CEO of BT Contact Central, which, over 4 years, grew into a global business across UK, Europe and Asia Paciﬁc. Whilst at BT, Paul was responsible for designing some of the largest CRM and Customer Service solutions in Europe and had major roles in systems architecture, product management and sales.

11:4012:00

The Algorithm Will See You Now Martin Taylor, CMO, Content Guru Customer demands are evolving at an unprecedented rate. Contact centres must now be available 24/7/365 whilst providing a seamless, omni-channel customer journey, and the NHS is no different. Handling mission-critical contact can be a matter of life or death, and when a patient’s health hangs in the balance, all contact must be efﬁciently routed, effectively triaged and accurately personalised, regardless of the channel or device.

HALL 2

CONFERENCE PROGRAMME

Discover how Content Guru has evolved NHS patient care across the UK, intelligently routing and effectively handling vital communications. Content Guru’s storm® solution for the NHS 111 in London reduced A&E referrals by 80% among some user groups, thanks to consolidating data sources, and won 2017 IT Europa, UK Cloud and Computing Digital Technology Leaders Awards for its innovative approach to patient communications. Meanwhile, storm’s integration with algorithm-driven decision support engines delivers a new and valuable self-service option to mobile users in selected regions of England.

Martin Taylor is Co-Founder and CMO of the Redwood Technologies Group, comprising specialised communications systems and software manufacturer Redwood Technologies, and multi-channel cloud communications provider Content Guru. Headquartered in Bracknell, Berkshire, the Group has operating companies or facilities in the USA, Netherlands, Ireland, Germany, Italy, Malaysia and Singapore, servicing household-name customers spanning utilities, travel, ﬁnancial services, retail and public sector. Signiﬁcant industry recognition includes the 2017 IT Europa Award for ‘Best Vertical Market Solution’, the UK IT Industry Awards ‘Best Use of Cloud Services’, and the Queen’s Award for Enterprise: Innovation in 2016, the highest accolade for business in the UK. Since co-founding Redwood Technologies with his brother in his early twenties, Martin has remained at the forefront of innovation in communications technology. His role now centres on strategic market development and heading the Group’s public sector practice. Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socio-economic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

THE CONTACT CENTRE & THE CUSTOMER JOURNEY HALL 2

12:0012:20

Three UK Case Study: How do we Scratch That Itch of Today’s Connected Customer? Greg Jenkins, Digital Business Partner, Three UK With the rapid growth of connected services, voice assistants, wearables and other technologies knowing how best to communicate to a customer to solve their problem is becoming increasingly complex…or is it? Greg will delve into the growth of these technologies and share some insights to how some companies and he is approaching the challenge.

Greg is Head of Digital Experience, Products and Services at Three where he owns the customer experience of new products to Three Customers. Formerly as Digital Business Partner at Three his role was been to embed new ways of working with the digital teams and digital products across Three’s functions primarily focusing on Marketing and Customer Strategy. In 2014, he was fundamental in setting up the first Agile development team at Three which has now grown to over 10 Agile teams that work across multiple areas. He was currently heavily involved in the strategy and development of Three’s Data strategy, been researching the use of AI for future developments and kicked off the first phase a successful VoC strategy. Prior to working with Three, Greg has been active in the digital field for over a decade, consulting companies such as the South Bank London, London Symphony Orchestra, Borough Market, PBS (Public Broadcasting Service), Lend Lease and a brief spell focusing on charities. He currently also takes time out of his day job to support as an advisor to various communities including Nimbus Ninety and the Technology for Marketing Show (TFM).

THE HARD FACTS IN 2018

70% of change efforts are still failing, hurting your bottom line to the tune of $32.5 million per $1 billion in revenue

Only 26% of your employees adapt EFFECTIVELY to change

The number of change efforts has nearly doubled in the last five years - and change-stressed employees perform 5% worseǥ

BEHAVIOUR CHANGE IS BROKEN. LETǯS FIX IT TOGETHERǥ COME TO HALL 1 @ 2.20PM TO HEAR A CASE STUDY OF THE INTERNATIONALLY AWARD-WINNING ǮANALYSE. LISTEN. SPRINTǯ APPROACH WITH SKY PLC THAT: Brought an ROI of 37,000% Helped raise NPS by 58 points Helped treble engagement Helped win ǮContact Centre Team of the Yearǯ at UKCCA. ǥin less than six months. All while laughing and smiling. Dont believe us? Join us to find out how or visit us at STAND 6 5.

Weǯre Tao. We love Contact Centres. And weǯre here to change Ǯchange.ǯ

HALL 2 12:2012:40

CONFERENCE PROGRAMME

The Contact Centre & The Customer Journey Charlie Snedden, Head of Pre-Sales, Calabrio Customer experience remains a top priority for businesses and is viewed as one of the most important ways of differentiating a brand. But, is the health of the contact centre—often the ﬁrst customer touchpoint—really valued? Last summer UK and US business executives ranked customer experience above sales and revenue as the key focus in 2017, however, later in the year Calabrio also discovered that complicated customer issues are the number one challenge facing contact centre employees, and brands are failing to provide the support needed. In this session, head of pre -sales, Charlie Snedden will discuss why the well-being of contact centre employees continues to decline and, if not addressed, it can ultimately affect their ability to deliver the desired customer experience. In-turn, businesses are missing opportunities for successful growth, as well as negatively impacting revenue and sales targets. What will it mean in 2018 if agents are not conﬁdent in their ability to provide a successful customer journey and how will technology will dictate the future of the contact centre?

Charlie Snedden leads Sales Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years of contact centre experience and extensive knowledge of workforce management, quality management and analytics. He oversees pre-sales engagements to help customer contact organisations deﬁne their planning and quality strategies to deliver great service and customer experience.

12:4013:00

West Sussex County Council Case Study: Doing The Basics Brilliantly Julie Rendle-Eames, Head of Customer Experience, West Sussex County Council At a time of austerity West Sussex County Council, like other authorities, needs to ﬁnd a different way to deliver its services. A key focus for us is delivering the right outcomes for our customers, where thinking about the service we provide them is at the heart of all we do – every decision, every action.

We are taking the approach of ‘Doing the Basics Brilliantly’, redesigning the end to end customer journey, not just focusing on the front end or the broken part. We want to make it easier for our customers to get the help they need, when they need it. By taking this approach we have made improvements within our Highways Service to reduce failure demand and cost, and removed high levels of demand impacting on our expensive front line services. This has all created an improved customer experience. We have also applied this approach to other areas of our organisation and we have seen double digit call volumes reduce year on year.

My key focus is to enable West Sussex County Council to deliver excellent customer services which is consistent, modern, joined up, easy to ﬁnd and use, to all customers.

13:0014:00

Lunch and Networking

HALL 2

We often focus on transformation and the big changes within our organisations but I wonder if in doing so we take our focus away from continuous improvement. To continuously improve we must maximise on the people and systems we have, taking a pragmatic approach to deliver efﬁciencies at low cost.

CONFERENCE PROGRAMME

HALL 2 SERVICE DESIGN IN THE CONTACT CENTRE

14:0014:20

JJ Housing Case Study: Driving Improvements Through Customer Interaction Kathryn Fox, Head of Operations, JJ Housing Kathryn will speak about Johnnie Johnson Housing’s journey to outstanding; the improvements made within their customer service hub and the impact this has had on performance and services delivered to customers. Kathryn will discuss how they are using satisfaction data from customers to drive improvements across the whole business and the challenges between taking advantage of the digital world we live in and balancing that with a customer demographic where 51% of customers are aged between 70 and 85+ and face to face contact is vital in the way services are delivered. I am leading Neighbourhoods, Customer Services Hub, Asset Management and Repairs teams, providing strategic and operational direction throughout the service, empowering staff to deliver outstanding customer service and embrace JJH ‘one team’ approach.

14:2014:40

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

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•

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

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

14:4015:00

Panel Discussion: Kathryn Fox & Rich Davies

HALL 2

CONFERENCE PROGRAMME

DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS, WEBCHAT AND VIRTUAL ASSISTANTS 15:0015:20

Dixons Carphone Case Study: The Role of Customer Service Professionals in a Digitally Transformed Environment Jason Roberts, Head of Contact Centre Operations, Dixons Carphone 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. 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 forwards We will talk through the many challenges of engaging and retaining great people, driving their engagement in careers as Customer experience influencers in the years ahead.

An engaging speaker who brings to life is knowledge and experience gathered from his long career in retail and the Contact Centre arena, with a real passion to drive change across the industry reﬂecting a positive outlook for the sector. Known for focusing on changing the language of the industry to no longer work in an average way, Jason is keen that we ensure we are delivering appropriate outcomes for our customers and building great opportunities to those who bring success to the industry, our colleagues.

Jason also sits as a member of the CCA Standards Review board, inﬂuencing and developing future standards.

15:2015:40

Digital Transformation: Automate or Fail? Matt Hooper, SVP Global Marketing, IMImobile Digital transformation and Omni-channel customer experience have dominated the world of customer service for the last few years. However, in 2018, 30% of companies will see their customer experience decline. Why? Customers expect a company to respond within 30 seconds of them raising a complaint or service request. Automation of interactions and service inquiries is necessary to meet ever increasing customer expectations, but what are the practicalities and quick wins to automate customer interaction successfully? In this session Matt Hooper from IMImobile will explore: • • • •

Chatbot hype? – what role will Chatbots play in customer interaction over the coming years We asked consumers what their appetite is for automation – ﬁnd out what they said Where are the quick wins in automation of the customer experience What will happen to your business if you don’t deliver some sort of automation?

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.

HALL 2

A strong leader, who relishes the opportunity to drive engagement and change in challenging environments, supporting his colleagues to drive improvements in service. He has a clear understanding of the value of Customer insight and Colleague communication whilst balancing cost and the needs of business.

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER Our exclusive 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 • 11 SYNDICATE ROOMS • 33 ROUNDTABLE SESSIONS • 110+ 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 110 of your peers.

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

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

Innovative and Disruptive Strategies in CX 6. Customer Data Security & Privacy 7. Artiﬁcial Intelligence & Robotics 8. Customer Engagement in Retail 9. Engaging with The Digital Customer 10. Future of The Contact Centre 11. The Evolution of CX Service Design

SPONSORS

APPLY FOR A PLACE NOW - tickets@ebm.media

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HALL 2 15:4016:00

CONFERENCE PROGRAMME

tails.Com Case Study: How we Turned Customer Support Into Part of our Product Kat Knocker, Head of Product and Customer Experience, tails.Com Back in 2014 we set on an exciting mission to improve the lives of dogs and their owners, and our Customer Experience team has always been at the heart of it all. We built it as an extension of tails.com digital and physical product that has three main functions: support, research and improve. Our strength lies in non-traditional ways of working with the rest of the business, fresh team structure and freedom to make things happen. We help launching new features, own a strong feedback loop and are loved by our customers.

Kat's Product and Customer Experience team sits ﬁrmly at the centre of tails.com, keeping the customer at the heart of the business. In 3 years, tails.com has grown rapidly, feeding millions of meals of tailored nutrition each month to the dogs of the UK. The team's passionate about changing the lives of dogs and their owners for the better, and are proud of their customer advocacy including a 9.6 score on Trustpilot. Kat's passion is creating products and services that truly engage customers, and brings her skills and experience from innocent Drinks and graze.com to tails.com. She's one of Management Today's 35 Under 35 2017 cohort.

16:0016:30

Coffee and Networking

16:3016:50

HALL 2

OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO 4Finance Case Study: Self-Service With Beneﬁts Aija Urbina, Group Head of Customer Care, 4Finance Group Moving customer from contact centre service to self-service successfully is possible only with three key elements: 1) clear understanding of route causes, 2) dedicated and open-minded team, 3) courage. In 4Finance Group we are lucky to have all of these components, that’s why I will share our study case of transforming contact centre based customer service into self-service. When we started process, main goal was to keep (& increase) trust of both: customers and contact centre employees. Our experience shows that it is possible only if you are open and all parties are involved in process. In my presentation I’ll show you how we succeeded in that.

Customer care professional with strong experience in building new industry standards for customer service. Has opened new products and customised customer care strategies across Baltics, Scandinavian, Europe and South America markets. Believes that customer service is dynamic organism and key to success (and to customer hearts) is not only thinking two steps ahead, but actually working two steps ahead the industry.

CONFERENCE PROGRAMME

16:5017:10

HALL 2

Omnichannel Customer Engagement Trends and Opportunities Stuart Mackie, Sales Director Partners & Strategic Solutions UK & IRE, Genesys The customer service needs and expectations of consumers are ever increasing. New technologies are on one hand disrupting the customer experience on the other are providing an opportunity for competitive differentiation. The custodians, stakeholders and budget holders within your enterprise continue to evolve in relation to technology & CX. This presentation will look at some of the key trends in how consumers are engaging, some of the evolving technology trends impacting customer experience and how the contact centre is at the core of this future transformation.

Stuart has been with Genesys for just over eleven years, and currently works as Sales Director Partners & Strategic Solutions for the UK and Ireland. Stuart has over 19 years experience in Customer Experience and Contact Centre solutions. Prior to joining Genesys, Stuart was Contact Centre Applications Proposition Leader at Touchbase Communications. In 2003, Stuart was Solutions Architect Director at Avaya Enterprise Business Solutions EMEA, and was responsible for managing and developing a team of Solutions Architects and supporting complex solutions across the region.

17:1017:30

Customer Contact: Transforming the First Sixty Seconds Matt Smallman, Co-Founder, SymNex Consulting Customers will always have complex, urgent and important needs that can only be fully met through the reassurance and empathy another human being provides. The ﬁrst sixty seconds of nearly every contact centre conversation, however, are often the most painful, un-empathetic and stressful for both customers and frontline colleagues and clearly don’t set these interactions up for success. The technologies required to support a radically different experience have existed for a long time and are rapidly improving but organisations haven’t been very effective at deploying them. During this presentation, we will walk through the key elements of any welcome experience, how they can be better enabled by technology along with real life examples and top tips for success. This presentation will be of interest to anyone charged with improving the experience, cost and security of contact centre interactions.

Matt has more than 15 years’ experience combining advanced technologies, people and processes to achieve breakthrough transformation. Initially as an Army ofﬁcer specialising in countering improvised explosive devices but more recently in senior strategy, design and delivery roles for customer services at Barclays and Lloyds Banking Group. He co-founded SymNex Consulting two years ago to help more organisations bridge the gap between advanced technologies and their applications in customer services. He works with some of the world’s most customer centric organisations, including Fidelity Investments and Lloyds Banking Group, to help them make the case, accelerate design and maximise the impact of Voice Biometrics. He led the ground-breaking implementation of Voice Biometrics for the Barclays Wealth division and his work has been featured by the BBC, FT and Wall Street Journal.

17:30

Drinks And Networking

FOCUS GROUP JOIN IN ON THE DISCUSSION!

SESSION TIME: 14.00 – 15.00 Optimising Global Multilingual Customer Support In a global market, balancing exceptional customer experience across all markets, with ever increasing cost pressures and operational realities is tough. This interactive workshop will explore how some of the world’s leading companies are using software plus humans to deliver exceptional customer experience, in all languages, at scale.

Vasco Pedro, CEO, Unbabel Vasco Pedro is the co-founder and CEO of Unbabel, with a mission of enabling everyone in the world to understand and be understood in any language. He has a PhD in Language Technologies from Carnegie Mellon and has served as a mentor at The Founder Institute and Beta-i, where he helps startups navigate the early stages of development, focusing on team building, technology challenges and building testable MVPs

Edmund Ovington, VP Global Alliances, Unbabel Edmund Ovington is the VP, Global Alliances at Unbabel. As well as running the Unbabel New York ofﬁce he drives value from Unbabel’s customer base through close relationships with key partners and investors like; Salesforce, Microsoft, Samsung, Google, Zendesk and Convergys. Edmund has 10 years experience scaling SaaS companies such as Yammer.

BOOK YOUR PLACE: If you haven’t already booked your place, 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.

MONDAY 12TH NOVEMBER 2018

WESTMINSTER PARK PLAZA, LONDON

The glittering 2018 Engage Awards ceremony, to be held on Monday November 12th at the iconic Westminster Bridge Park Plaza, will once again run in tandem with Engage Business Media’s ﬂagship Customer Engagement Summit, Europe’s premier customer and employee engagement conference.

ENTRIES

FINALIST

AWARDS

MONDAY 16TH JULY 2018

MONDAY 17TH SEPTEMBER 2018

MONDAY 12TH NOVEMBER 2018

SUBMISSION CLOSE

ANNOUNCEMENT

CEREMONY

CATEGORIES CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT

BEST USE OF SOCIAL MEDIA

BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT

BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT

BEST USE OF VOICE OF THE CUSTOMER

BEST USE OF VOICE OF THE EMPLOYEE

BEST ENGAGEMENT IN RETAIL & FINANCIAL SERVICES

BEST USE OF TRAINING

BEST ENGAGEMENT IN UTILITIES & TELCOS

BEST HOMEWORKING INITIATIVE

TOMORROWâ&#x20AC;&#x2122;S LEADER

BEST ONLINE CUSTOMER EXPERIENCE

BEST OUTSOURCING PARTNERSHIP

BEST EMPLOYEE CENTRIC STRATEGY

BEST BUSINESS TRANSFORMATION STRATEGY

BEST CONTACT CENTRE

BEST USE OF WEBCHAT, ARTIFICIAL INTELLIGENCE (AI) OR ROBOTICS

2 0 1 8 E N G AG E AWA R D S

NOW OPEN FOR ENTRIES

CUSTOMER ENGAGEMENT SUMMIT 2018 MON 12 & TUE 13 NOVEMBER 2018 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

CustomerEngagementSummit.com SPONSORS INCLUDE:

EUROPE'S BIGGEST CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT

More than 1000 delegates – a new record – attended Engage Business Media’s sixth annual Customer Engagement Summit in 2017, now ﬁrmly established as Europe’s premier and most highly regarded customer and employee engagement conference. The event has grown once again, now taking place over 2 days on November 12 & 13, 2018, and now in its seventh year – it’s deﬁnitely one for your diary!

BRONZE (2 TICKETS)

SILVER (5 TICKETS)

ANNUAL FESTIVAL PASS

£595

£995

£1995

£995

+VAT

ORDER NOW

+VAT

tickets@ebm.media

SUPPLIER

£1495 +VAT

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TRA NSF TO S ORM THIS URV ING CUS BRA IVE IN TOM V ER W E NEW ORL D

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 Conference over the last three 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

PLATINUM SPONSORS

tickets@ebm.media

PLATINUM

SPONSORS

8×8 provides Truly Uniﬁed Communications that radically empower over a million business users worldwide to drive exceptional customer experiences and business outcomes. 8×8 uniquely offers companies a single, seamless, easy-to-manage cloud communications, collaboration, and contact center solution with access to the organization’s most valuable data. 8×8 provides a single solution across voice, video, messaging, meetings and contact center together with actionable data that enables employees, partners and customers to work together more efﬁciently, innovate more regularly and solve problems more elegantly. Contact: Emilie Daly, Marketing & Events Coordinator T: 02038246322 E: emilie.daly@8×8.com W: www.8×8.com/uk

Calabrio is a customer engagement software company that provides analytic insights to catalyse growth through customer service contact centers. Calabrio ONE® is a uniﬁed suite—including call recording, quality management, workforce management and voice-of-the-customer analytics—that records, captures and analyzes customer engagement centre interactions to improve the customer experience and drive top-line business growth. The suite can be deployed in the cloud, on-premises or via hybrid. Contact: W: www.calabrio.com

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-awardwinning storm® platform. Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK’s National Health Service (NHS), the fifthlargest employer globally. These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multichannel communications, its flexibility in delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly international deployments. Storm supports hundreds of applications, including: • • •

Multi-channel Cloud Contact Centre & Uniﬁed Communications (email, video, voice, SMS, IM, web and social media from a single platform) Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate) AI and propensity modelling (interpreting data sources to deliver mass personalised messaging and unprecedented customer engagement)

Contact: Andrew White, SVP Enterprise T: +44 (0) 7780 706811 E: Andrew.white@imimobile.com E: sales@contentguru.com W: www.contentguru.com

L A I C I F I T R A & S C ROBOTIGENCE WILL R E I L M L O E T T S IN U C M R O TRANSF MENT ENGAGE

2 TICKETS ONLY £995

QUICK FACTS 300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES

HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTH The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artiﬁcial Intelligence (AI). Our Robotics and AI in Customer Engagement Conference will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers. Delegates at the Conference will hear from global experts, leading edge technology companies and also from organisations implementing robotics and AI strategies in the ﬁeld of customer engagement.

Contact: tickets@ebm.media Ticket hotline: 01932 506 300 (Press 1) CustomerRoboticsandAi.com

PLATINUM

SPONSORS

Deliver Next Generation Customer Experience Today Genesys powers more than 25 billion of the world’s best customer experiences each year and is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. We 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. Contact: Andrew McMahon E: andrew.mcmahon@genesys.com T: 07501 222 263 W: www.genesys.com/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

At IFS – mplsystems our vision is ‘to make complex service simple’: we design and deliver Omni-Channel Contact Centre, CRM Customer Service desktop and AI enabled Virtual Assistance solutions. Our unique, configurable unified agent desktop solution has transformed customer engagement for many of Europe’s top businesses by providing a 360-degree view of the customer, whilst managing voice; email; chat; social and mobile channels as a seamless omni-channel experience. Our pioneering intelligent self-service solution is enabling customers to introduce Artificial Intelligence into customer service: automatically answering and processing email, chat and social media requests whilst also providing online virtual assistance. As a Visionary in Gartner’s Contact Centre as a Service Magic Quadrant for the last 3 consecutive years, we are trusted by many leading European organisations to manage their end-to-end Omni Channel Customer journeys. Contact: T: 01926 623 500 E: info@mplsystems.co.uk W: www.mplsystems.co.uk

SPONSORS

PLATINUM IMImobile is a cloud communications software and solutions provider that helps companies use mobile and digital technologies to communicate and engage with their customers. From the use of AI-powered chatbots, to enabling agents to live chat with customers across mobile and digital channels, IMImobile helps businesses take the next steps in digitising their customer service strategy. IMImobile’s cloud communication platform enables the delivery of innovative omnichannel customer service experiences that bring beneﬁts to both customers and the contact centre. Clients include The AA, BBC, EE, Betfair, Centrica, Pizza Hut, O2, IKEA, Vodafone, SITA, government agencies and several major ﬁnancial institutions. Contact: W: www.imimobile.com

At Tao, we make our clients smarter, faster, kinder & more proﬁtable. Our multi-award-winning People Analytics & Behaviour Change programmes use network science, behavioural analytics, & psychology to transform insight, engagement, & commercial success. Our unique 3-step approach is: Analyse. Listen. Sprint. Using this approach we design people transformation programmes for contact centres. Our culture approach speaks to modern needs: it reduces change-resistance, shortens the transformation timeline, & guards performance through the change curve for our clients. That means shared savings in time, resource, energy, & ﬁnance, plus better optics for the brand. Contact: Justin Collinge, Director E: Justin@TaoLeadership.co.uk W: www.TaoLeadership.co.uk

GOLD

SPONSORS

Customer-obsessed companies use Sparkcentral’s leading customer engagement platform to manage and resolve customer service interactions over messaging and social channels in a simple, streamlined and fun way. With the fastest customer routing and prioritization technology in the business and innovative workﬂow optimization and reporting tools, Sparkcentral helps global brands like Delta Air Lines, Goodbaby, Citizen M, Uber, Zappos, Engie, Emirates and more deliver effortless customer service experiences and drive brand loyalty. A recent CODiE Award winner for Best Customer Service Solution, Sparkcentral is headquartered in San Francisco and has its EMEA headquarters in Belgium. To learn more, visit http://www.sparkcentral.com and follow @Sparkcentral on Twitter. Contact: Christoph Neut, VP EMEA T: 0032 475 545464 Laurane Potié, Marketing Manager EMEA T: 0032 468 198584

SILVER At Unbabel, AI and humans work together. We develop state-of-the-art technology which has a direct impact in our business, improving translation quality, the selection of translators and in predictive translation. We are at the forefront of innovation in Artiﬁcial Intelligence for Natural Language Processing, Machine Translation and Deep Learning. Contact: W: www.unbabel.com

SPONSORS

BRONZE Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the business unit develops integrated and innovative service solutions in the areas of Customer Experience, Mobility and Monitoring. Our 8,600 associates across 27 locations deliver high quality customer services and with each interaction, they create a positive brand experience for your customers. W: www.boschservicesolutions.com/en

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. T: +44 1425 614 070 T: +31 (0) 10 411 38 66 W: www.cxcompany.com

We can help you overcome your toughest legacy challenges and build a better picture of your customers. Our customer communications management solutions bring together all the data and documents you need from throughout your business to deliver world class frontline service. We create a single customer view that supports efﬁcient, personalised interaction and empowers your contact centre to make every call and online conversation count. Come and meet us on stand 13 to learn more – and while you are here you could win a £100 M&S voucher by completing our short customer experience survey. Contact: Lynda Kershaw T: +44 1293 872000 E: market@macro4.com W: www.macro4.com

Why do top tier brands use Netcall’s customer engagement solutions? After all, we’re not the biggest. But that’s why our customers love us. Our mission is to transform the way our clients interact with their customers. A ﬂexible, can-do attitude and powerful customer experience (CX) solutions provide a winning combination. So what makes Netcall different? A great portfolio mix. An innovative platform. Tried, tested and tailored solutions, that are easy to implement and simple to use. Discover how you can deliver ﬁrst-class CX and stand out from the crowd. Visit us at stand 14 to learn more. Contact: Louise Wright, Market Manager T: 0330 333 6100 E: louise.wright@netcall.com W: www.netcall.com

Meet us on Stand 16

Trransform customer service experiences through AI-assisted cross-channel customer journey automation •

AI-assisted Chatbots

•

Digital Messaging Solutions

•

Omni-channel Agent Messag ging g g

•

Cross-channel Customer Jou urney Automation

Let us he elp you optim mise e your y dig gital customer service exp perience per Providing digital conttact centre solutions to the UK’s U larrg gest enterprises and vvendor specialists

contactus@imim mobile.com

EBM GROUP EVENTS 15 MAR 2018

04 MAY 2018

20 SEP 2018

CX MARKETING SUMMIT 2018 THURSDAY 15TH MARCH 2018

EMPLOYEE ENGAGEMENT SUMMIT FRIDAY 4TH MAY 2018

INTERNAL COMMS & EVOLUTION OF WORK CONFERENCES THURSDAY 20TH SEPTEMBER 2018

12/13 NOV 2018

CUSTOMER ENGAGEMENT SUMMIT 2018 MONDAY 12TH & TUESDAY 13TH NOVEMBER 2018

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

FRIDAY 27TH APRIL 2018

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

APR 2018

JUL 2018

ENGAGE FOCUS GROUPS

THURSDAY 12TH JULY 2018

CUSTOMER ROBOTICS AND AI CONFERENCE

OCT 2018

MONDAY 1ST OCTOBER 2018

MONDAY 12TH NOVEMBER 2018

NOV 2018

2018 ENGAGE AWARDS