Your Guide To What’s On
11-12 NOV I WESTMINSTER PARK PLAZA I LONDON
The Importance of Trust and Transparency Sponsors
CustomerEngagementSummit.com @EngageCustomer #EngageSummit
ORGANISED BY:
Four Seminar Halls
Welcome A very warm welcome to our 2019 Customer Engagement Summit preview, designed to whet your
models that are being spawned, trust and transparency are key to building long lasting successful relationships with customers and colleagues alike.
appetites for what is firmly established as Europe’s Round Table Sessions
premier and most highly regarded customer and employee engagement conference. This year’s
This year’s Summit is being held once again at the iconic Westminster Bridge Park Plaza in Central London and again in tandem with our fourth annual International Engage Awards Ceremony, the only customer and employee engagement Awards programme,
flagship Summit is to be held over
being held on the evening of November 11th.
two days for the second time, on 28 Topic Streams
One of the benefits of attending the Summit
Monday 11th and Tuesday 12th
is that you’ll have exclusive access to our
November.
1200+ Delegates
Networking Party
event app, where you can see who else is
Now in its ninth year, the Summit has gained
attending and start networking straight
an enviable reputation for delivering leading
away. As well as this, you can organise
edge world-class case study-led content in a
meetings in our 1-2-1 Networking Lounge,
business-like, yet informal, atmosphere
access all event information in real time,
which is highly conducive to delegate,
view the agenda and speakers, take part in
speaker, and sponsor networking. Our CPD accredited Summit is also
interactive polling and share your own updates and content via the event
recognised for its educational value. It’s a place both to learn and do
news feed.
business.
120 Presentations
I hope you enjoy this Summit preview and it gives you a flavour of what
The overarching theme of this year’s Summit is ‘The Importance of Trust
to expect in November. I look forward to seeing you there for what
in an Age of Uncertainty and Disruption’ highlighting that against a
promises to be the most exciting day in the customer and employee
backcloth of continuing advances in technology, and the new business
engagement calendar.
CustomerEngagementSummit.com
@EngageCustomer #EngageSummits
Customer Engagement Summit 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
2019
Network with over 1,000 Peers 24/7 • 20PLUS30 • 24VEND LTD • ABA • ABEL AND COLE • ABRS • ACANTHUS • ACCA • ACCENTURE IRELAND • ACCOR HOTELS • ACCOUNTAGILITY LTD • ACE • ACE EUROPEAN GROUP LTD • ACTICALL • ACTICALL GROUP • ACTIONAID • ADELPHI SERVICES HOME OFFICE • ADETIQ LIMITED • AFFINION INTERNATIONAL • AFFINITY WATER • AGEAS • AGEAS 50 • AIG • AIMIA • AIR FRANCE • AJ BIZ • AJK TECHNOLOGIES • AKTIV KAPITAL • AKZONOBEL • ALCATEL-LUCENT • ALDEBARAN • ALLAXA • ALL CLEAR TRAVEL INSURANCE • ALLIED HEALTHCARE • ALLINGTON • ALZHEIMER'S SOCIETY • AMAZON • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM/360DV • AMEX • AMEX COMMUNITY STADIUM • AMLIN • ANAYLIN • ANAYLIN LIMITED • ANGLIAN WATER • APPEREGDE • APPROACHES FOR PERFORMANCE EXCELLENCE LTD • APTEAN • ARBUTHNOT LATHAM • ARBUTHNOT LATHAN & CO LTD • ARGOS • ARIA INSURANCE SERVICES LTD • ARISTE HOLDING LIMITED • ARK-H HANDLING LIMITED • ARMSTRONG CONSULTING • ARQIVA • ARROW GLOBAL PLC • ARTHRITIS RESEARCH • ARUN DISTRICT COUNCIL • ARVAL UK • ARVATO UK • ASCENT SOFTWARE UK • ASK ITALIAN • ASP PR • ASPECT • ASPECT CAPITAL LIMITED • ASSURANT • ASTADIA • ASURION EMEA • AT & T • ATOS • ATOS WORLDLINE • ATS EUROMASTER LTD • AURA CORPORATION UK • AUTOTRADER • AVIAMEDIATECH LTD • AVIOS GROUP LTD • AVIVA PLC • AXA • AXA IM • AXA INSURANCE • AXA INSURANCE/SWIFTCOVER • AXA UK • AXIS EUROPE PLC • B&W GROUP LIMITED • BA • BAE SYSTEMS • BANHAM SECURITY • BANK OF AMERICA • BANK OF IRELAND • BANNER BUSINESS SERVICES LIMITED • BARCLAYCARD • BARCLAYCARD EUROPE • BARCLAYS BANK PLC • BARCLAYS PREMIER • BARCLAYS WEALTH AND INVESTMENT MANAGEMENT • BARNABY JONES • BARNFIELD COLLEGE • BARON MANAGED SERVICES • BARZ 8 EVENTS • BAUER MEDIA GROUP • BAZAARVOICE • BBC • BBD PERFECT STORM • BDO LLP • BEEHIVE RESEARCH • BELLFORTE GROUP LIMITED • BELMOND LE MANOIR AUX QUAT’SAISONS • BELMONT INTERNATIONAL LTD • BENSONS FOR BEDS • BERKELEY PR • BERKSHIRE HEALTHCARE NHS FOUNDATION TRUST • BERRY BROS. & RUDD LTD • BERRYWORLD • BESTINVEST • BEYOND 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STRATEGY.COM • DAVIES HICKMAN • DBSCHENKER • DCH LTD • DEBENHAMS • DELL • DELOITTE LLP • DELUXE LABORATORIES • DEVONSHIRE SQUARE • DEVONSHIRE SQUARE MANAGEMENT • DFS • DHL GLOBAL MAIL • DHP CONSULTING • DIGITAB • DIMELO • DIMENSION DATA • DIRECT LINE • DIRECT LINE GROUP • DIRECTOR • DLG • DMA • DMGT • DNV GL • DO ROSARIO DANCE STUDIO • DOCUMENT CAPTURE CO LTD • DOMESTIC AND GENERAL • DOMINO PRINTING SCIENCES • DOMINO'S PIZZA GROUP • DPG PLC • DS SMITH • DSV • DTZ • DUNELM • DUNKIN' DONUTS • DUNNHUMBY • DURHAM UNIVERSITY • DX (GROUP) PLC • E.ON UK PLC • E2V • EAST SUSSEX COUNTY COUNCIL • EAST THAMES GROUP • EASYROOMMATE • EBAY ENTERPRISE • EBUYER.COM • ECHO MANAGED SERVICES • ECHO MS • ECLERX • ECLIPSE MARKETING • EDF ENERGY • EDIGITAL • EDIGITALRESEARCH • EE • EISHTEC • ELECTROCOMPONENTS PLC • ELEXON • ELLIPSE • EMBER SERVICES • EMC EUROPE • EMIRATES • EMQC LIMITED • EMW LAW LLP • ENERGY SAVING TRUST • ENGAGE MUTUAL • ENGAGE MUTUAL ASSURANCE • ENHANCING LTD • ENVISAGE HIGH PERFORMANCE 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FUTURELABS • GALLUP • GAME RETAIL • GAMESYS • GAMMA • GATESTREET AFRICA LIMITED • GATEWAY TICKETING SYSTEMS UK • GAYNOR RACHAEL LIMITED • GAZPROM ENERGY • GENEEA ANALYTICS • GENESIS HOUSING • GENTOO GROUP LTD • GEOSOFT • G-ERA • GET HENCH LTD/EXCHANGE IQ • GET LIVING LONDON • GET MOMENTUM LTD • GIBBSCO PR & MARKETING • GIFFGAFF • GLOBAL PAYMENTS • GLOBAL SPORTS JOBS • GLOBALPAYMENTS UK • GMC • GOLDER • GOLFBREAKS • GOOGLE INC • GORESPONSE • GRAEME REDPATH • GRANGE HOTELS • GRANT THORNTON K LLP • GRASS GROUP GROUP • GRASSROOTS GROUP PLC • GREAT INTERACTIVE • GREAT WESTERN RAILWAY • GROUPE ACTICALL • GROW3 LIMITED • GTA / KUONI • GULLIVERS TRAVEL ASSOCIATES • HACKNEY COUNCIL • HALFORDS • HAMPSHIRE COUNTY COUNCIL • HAMWORTHY HEATING • HANDPICKED COLLECTION • HARDINGCONSULT • HARGREAVES LANSDOWN • HARROW COUNCIL • HASTINGS DIRECT • HASWISE LTD • HAVEN • HAY GROUP • HEART OF ENGLAND NHS FOUNDATION TRUST • HEART OF ENGLAND NHS FT • HEARTWOOD • HEATHROW EXPRESS • HEROTSC • HGS • HGS UK LTD • 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• NETWORK RAIL • NETWORK RESEARCH • NEW LOOK • NEWSUK • NEWVOICEMEDIA • NEXTTEN • NFA • NFU MUTUAL • NHBC • NHS • NHS BLOOD & TRANSPLANT • NHS BLOOD AND TRANSPLANT • NHS NSS • NICE SYSTEMS • NICOLL CURTIN TECHNOLOGY • NIT TECHNOLOGIES LONDON • NKD LEARNING • NMC • NOBLESYS • NOKIA • NOP • NORGREN • NORTHAMPTONSHIRE COUNTY COUNCIL • NORTHCLIFFE • NORTHUMBRIAN WATER LIMITED • NORTON ROSE FULBRIGHT • NOTTINGHAMSHIRE POLICE • NOVOGRAF • NOVULYS • NPOWER • NS&I • NSA • NSPCC • NUANCE COMMUNICATIONS • NUMERO • NUNWOOD CONSULTING LIMITED • NWG • O2 • O2 TELEFONICA • OBJECTIVE PEOPLE • OCR • OCSL (ORGANISED COMPUTER SYSTEMS LTD) • OKI EUROPE LTD • OLD MUTUAL WEALTH • OLDHAM COMMUNITY LEISURE • ONE HOUSE GROUP • ONE STOP • ONVA • OPEN MARKET • OPINSTA • OPM • OPSTALENT • OPTIMA PARNERS LIMITED • ORACLE UK LTD • ORANGE • ORANGE DIGITAL • ORBIT HOUSING • ORC INTERNATIONAL • ORCONSULTING LTD • OTIS • OVUM • P&G • PANASONIC • PARAGON • PARCELFORCE • PARKER CAR SERVICE • PARLIAMENTARY ICT • PARTNERS IN RETAIL • PARTNERSHIPS • PARTYRAMA.CO.UK • PATIENT EXPERIENCE NETWORK • PC-1 • PCSS • PEARSON • PEER 1 HOSTING • PEGASUS AIRLINES • PENNY BOUSFIELD & ASSOCIATES LTD • PENTAX RICOH IMAGING • PENTON • PEOPLE ESSENTIALS • PERSONAL GROUP • PERSPECTIVE FINANCIAL GROUP LIMITED • PFIZER • PHILIPS ELECTRONICS (UK) LTD • PHILIPS HEALTHCARE • PHILLIP G WITHERS • PINNACLEPLUS CONSULTING • PIONEER CAPITAL • PITNEY BOWES SOFTWARE • PKF INTERNATIONAL • PLEASE PRESS 1.COM • PLEASE PRESS ONE • PMX • POD • POD RESEARCH LIMITED • POST OFFICE • POST OFFICE LTD • PPG ARCHETECTURAL COATINGS • PPG INDUSTRIES • PREMIER CX • PREMIER FOODS • PRIMARY CAPITAL PARTNERS • PRINCIPALITY BUILDING SOCIETY • PRIORITY PASS • PRIORITY TRAVEL GROUP • PROCTER • PROCTER AND GAMBLE • PRODUCTCHAIN LIMITED • PROFUSION • PROFUSION MEDIA LTD • PROGRESO APS • PROTOCALL ONE • PROVENIR • PROXIMUS • PRUDENTAL • PSA PEUGEOT CITROEN • PSB MARKET SOLUTIONS LIMITED • PSS HELP • PWC • QUEEN MARY • QUESTBACK • QUETZEL - THE PLAN2WIN 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ASSOCIATES LTD • SABIO • SAFFRON BUILDING SOCIETY • SAGE • SAGE UK LTD • SAINSBURY'S • SAINSBURYS BANK • SALESFORCE • MARRIOTT • SANTANDER • SANTORO LTD • SARAH CAMERON CONSULTING • SASKI CONSULTING LTD • SATMETRIX • SAVETHE CHILDREN • SAVILLS • SCREWFIX • SE WATER • SECOND SIGHT • SECRET ESCAPES • SEEKING EMPLOYMENT • SEEKING NEW OPPORTUNITTY • SEHA • SELF • SELF-EMPLOYED • SELFSERVICE COMPANY • SELLTOW • SERCO • SERCO GLOBAL SERVICES • SEREN • SERVICE INITIATIVES LTD • SERVION • SEVERN TRENT SERVICES • SG WORLD LTD • SHARE.CO.UK • SHONET SYSTEMS • SHOP DIRECT • SHORETEL • SHUTL • SIGNET • SILVERMAN RESEARCH • SIMPLESHOW UK LTD • SIMPLYHEALTH • SKOPOS • SKY • SKYPE • SKYPE/MICROSOFT • SNAPSPONSORSHIPS • SOCAPIE • SOCIAL MEDIA HELLRAISER • SOCIAL MEDIA LEADERSHIP FORUM • SOCIAL RETAIL GROUP • SOCIALYSE • SODEXO • SOH • SOMETHING SWEETER • SOMO • SOMO SOLUTIONS • SONY • SONY PROFESSIONAL SOLUTIONS EUROPE • SOUTH AFRICA DTI • SOUTH EAST WATER • SOUTH WALES POLICE • SOUTH WEST WATER • SOUTH YORKSHIRE POLICE • SOUTHWARK COUNCIL • SOVEREIGN HOUSING • SPA FUTURE THINKING • SPARK INTERACTIVE • SPEECH ENGINEERING LIMITED • SPONGE • SPONGE & WIFORIA LTD • SPORTING INDEX • SPRINKLR • SSC RCUK LTD • SSE • SSP • ST ALBANS CITY & DISTRICT COUNCIL • ST HELENS COUNCIL • STAFFTALK365 • STANDARD LIFE • STANLEY BLACK & DECKER • STANLEY BLACK AND DECKER • STELLAR EUROPE • STERIA • STEVE DRAKE • STORE SUPERVISOR • STRIDE LIMITED • STRONG ENTERPRISES LIMITED • STUDY GROUP • SUE HILL • SUFFOLK COUNTY COUNCIL • SUGARCRM UK LTD • SUMTOTAL • SUNERG SOLAR SRL • SUPERDRUG • SURE • SURREY & SUSSEX COUNTY COUNCIL • SURREY POLICE • SUSSEX COMMUNITY TRUST • SUTHERLAND GLOBAL SERVICES • SUTHERLAND STRATEGY LIMITED • SWANN CONNECT • SWARMWORKS • SWAYAM INFOLOGIC • SWINTON • SXSELONDON • SYDEX RECRUITMENT • SYDEX RECRUITMENT SOLUTIONS LIMITED • SYNTONICA LTD • SYRINIX • SYRINIX LIMITED • SYTNER GROUP LTD • TAKE ONE TV • TALK TALK • TALKTALK • TATA CONSULTANCY SERVICESW • TATE GALLERY • TAWA PLC • TAYBRIDGE ASSOCIATES • TAYLOR & FRANCIS • TAYLOR WIMPEY • TEAM HGS • TECH MAHINDRA • TELEFONICA EUROPE • TELEFONICA GERMANY • TELEFONICA UK • TELEGRAPH • TELEPERFORMANCE • TELETEXT HOLIDAYS • TELEWARE • TELLIGENT • TESCO • TESCO BANK • TFL • THE 02 • THE ACADEMY OF SERVICE EXCELLENCE • THE BIG WHEEL CONSULTANCY • THE BIO AGENCY • THE BODY SHOP • THE BUSINESS CAFE • THE CHOIR WITH NO NAME • THE CONTACT CENTRE • THE CONTACT COMPANY • THE CO-OPERATIVE GROUP • THE CUSTOMER • THE CUSTOMER LIFEGUARD • THE CUSTOMER SERVICE NETWORK • THE DANWOOD GROUP • THE DORCHESTER • THE EXCHANGE GROUP • THE FORUM • THE GYM GROUP • THE IDM • THE LONDON TAXI COMPANY • THE NATIONAL GALLERY COMPANY LTD • THE NET-A-PORTER GROUP • THE NHS STRATEGIC PROJECTS TEAM • THE ROYAL COLLEGE OF SURGEONS OF ENGLAND • THE SHARE CENTRE • THE SOCIAL MEDIA LEADERSHIP FORUM • THE STAIRWAY • THE TIMES AND THE SUNDAY TIMES • THE UK CONTACT CENTRE FORUM LTD • THE VALUE INNOVATOR • THE WESTBRIDGE • THECUSTOMERCO • THOMSON AIRWAYS • THOMSON REUTERS • THORNTON'S BUDGENS • THREE UK • THRESHER & GLENNY • THUNDERHEAD • TNS GLOBAL • TOBIAS & TOBIAS • TOTALJOBS GROUP • TOUCHPOINT CREATIVE • TOWERGATE FINANCIAL GROUP • TOWERS WATSON • TRANSLATEMEDIA • TRANSPORT FOR LONDON • TRAVEL • TRAVEL ZOO • TRAVELODGE • TRAVIS PERKINS • TRAVIS PERKINS PLC • TRB • TRICCA CONSULTING • TRIPUDIO • TRI-SYNERGY MARKETING • TRUSTED SHOPS • TRUSTMARQUE • TRUSTPILOT • TSB • TSB BANK PLC • TUI SHG • TUI TRAVEL • TUNBRIDGE WELLS BOROUGH COUNCIL • TUSKER • TUSKERDIRECT • TV PRESENTER ON TECHNOLOGY, SOCIAL MEDIA AND THE INTERNET • UBT EU LTD • UCAS • UK PARLIAMENT • UKASH • ULTRA COMMUNICATIONS LIMITED • ULTRA COMMUNICATONS • UNIBET • UNIBET PLC • UNICEF UK • UNILEVER • UNITE GROUP PLC • UNITED UTILITIES • UNIVERSITY OF BATH • UNIVERSITY OF BEDFORDSHIRE • UNIVERSITY OF KENT • UNIVERSITY OF PORTSMOUTH • UNIVERSITY OF YORK • UNUM LIMITED • UNUM LTD • UPB/UMONS • UPINION • UPS LTD • UTC BUILDING & INDUSTRIAL SYSTEMS • VENTANA RESEARCH • VERINT • VES LTD • VESTIAIRE COLLECTIVE • VICASTREET • VIELIFE • VIRGIN ATLANIC • VIRGIN ATLANTIC AIRWAYS LTD • VIRGIN HOLIDAYS • VIRGIN MEDIA • VIRGIN MONEY • VISTAJET • VISUALPLANET • VITALITYHEALTH • VODAFONE • VOLUME 48 • VOUCHERCODES.CO.UK • VOXGEN • VUE ENTERTAINMENT • W7 MARKETING COMMUNICATIONS • WAITROSE • WALES MILLENNIUM CENTRE • WALKER CRIPS • WARWICKSHIRE COUNTY COUNCIL • WATCHFINDER • WATERAID • WE BUY CARS TODAY • WEBHELP • WEBSTER MANAGEMENT SERVICES • WEBTRENDS • WELSH WATER • WESSEX WATER • WESTMINSTER KINGSWAY COLLEGE • WHICH? • WHITBREAD • WHITSON CONSULTING LTD • WILDBORE & GIBBONS LLP • WILKE GLOBAL • WILKINSON • WILKO • WILLIAM HILL • WILLIS • WINDFLOWER CHANGE • WNS • WNS GLOBAL SERVICES • WOLFSTAR PR • WORDZONE LTD • WRITER, BUSINESS TRANSFORMATION CONSULTANT • XCEED • XOSERVE • XPERIENCE ASSOCIATES • YAHOO • YAKARA • YBS • YBS GROUP • YELLOW BRICK ROAD CONSULTANCY LTD • YODEL • YORKSHIRE BUILDING SOCIETY GROUP • YOUCON GMBH • YOUR MEMBERSHIP MATTERS • YOUTHNET • YT MEDIA • ZENDESK • ZEST
A Feast of Case Study Content Customer Engagement Transformation
Training, Learning and Development
Engaging with the Digital Customer across the Enterprise
With the digital revolution in full swing, it’s imperative that
With the relationships between our people and our customers
The days of the silo mentality and the service and experience that
organisations start to consider their customers’ needs in order to
becoming ever more critical the development of our employees
too often goes with it are well and truly being consigned to the
meet changing expectations. Customer demands are increasing
through training and career development is of paramount
dustbin of history. In the digital age every part of an organisation
rapidly, and the technology available to improve customer
importance. Diversification and inclusivity are key areas where
needs to be joined up with the customer at the heart of its thinking
experience is advancing inexorably.
improvements are being applied.
as it delivers on the cx.
Innovation in the Contact Centre
Combining CX Strategy with Culture
Evolution of VOE across the Enterprise
Contact centres are ideally placed to become the beating heart of an
The culture within an organisation clearly has a direct impact on
Employees are playing an increasingly important strategic role in
organisation. With the contact centre space providing a significant,
the experience that it delivers to its customers. Culture really does
the development of organisations’ services and products across
growing opportunity for customer experience, it is these
eat strategy for breakfast and unless the culture is people focused
channels and the Voice of the Employee is critical to the
touchpoints that provide a powerful tool to transform the success of
then the cx strategy will simply not deliver on its promise.
development of employee engagement strategies. These are
a brand in today’s digital world.
business critical issues.
Customer and Employee Engagement The Evolution of CX Service Design
CX Marketing
The correlation between highly engaged employees and customers
Service design is a hot topic picking up where the customer journey
who are similarly engaged is irrefutable. Study after study has
Research shows that the marketing function is playing an
left off. Service by design is an increasing imperative in an age
proven there is a clear path from engaged employees to engaged
increasingly important role in the CX as advances in technology
where digitally savvy consumers have increasingly higher
customers to improved performance and profitability.
enable greater customer understanding and insight, allowing
expectations of their service providers and expect a seamless experience every time.
organisations to tailor their strategies to ever more demanding and
Innovative and Disruptive Strategies in CX
proactive customers.
This stream will be exploring how by listening to and implementing
CX Strategies for the Customer Journey
The Future of CX
what your customers want, as well as personalising each touchpoint
Customer behaviour and expectations are changing at a dramatic
with your organisation, you can form a winning strategy that will
The world of customer engagement and experience is evolving and
and accelerating pace. Organisations must keep up with their
ultimately allow you to gain competitive advantage.
evolving rapidly. The pace of change continues to accelerate.
customers’ journey or they will lose them. To do this they must develop innovative strategies that keep abreast and indeed ahead of customer demands.
Delivery of the service and the experience is increasingly the
Linking Voice of the Employee and Voice of the Customer
responsibility of marketing, customer service and HR working in tandem.
The ever-closing links being forged between the Voice of the
Internal Communications
Customer and the Voice of the Employee are a major industry trend.
Evolution of VOC across the Enterprise
The workplace is changing and the way we communicate with our
Strategies that are evolving around VOC and VOE are some of the
Customers are playing an increasingly important strategic role in
people as they gain access to new technologies must also change
most dynamic in the customer and employee engagement space.
the development of organisations’ services and products across
fundamentally. As organisations grapple with these challenges internal communications is taking centre stage in the quest for higher levels of engagement.
channels and the Voice of the Customer is critical to the
Customer Engagement in Retail This stream will demonstrate how leading retailers are deploying
development of customer engagement strategies. These are business critical issues.
winning customer engagement strategies that are designed to
Artificial Intelligence and Robotics The burgeoning new technologies surrounding the world of AI and
engender consumer loyalty and greater wallet share in a hugely competitive and disruptive marketplace.
Customer Engagement in Financial Services The financial services sector is gradually bouncing back from the
Robotics present a plethora of opportunities as organisations
huge loss of customer trust. There is still much to be done however
grapple with the challenges presented in improving relationships
as financial services organisations need to do more to win back that
with both their customers and their employees.
trust from increasingly technically savvy and often wary customers.
2018 Event Feedback How would you rate the organisation of the day?
45 51 2
Which speakers were your favourite?
%
How useful to your company was the information presented at the event?
Excellent
76%
20%
4%
Extremely useful/ Very useful
Moderately useful
Slightly useful
%
Sascha Evans
63% 4%
Maybe
No
Gerhard Fourie
Kent College Pembury Aston Martin Lagonda Ltd
Which days of The Customer Engagement Summit did you attend?
27%
Stephen Robertson
Tim Arthur
Moira Clark
Andrew Richards
Blue Sky
The Big Issue Foundation
Virgin Money
Henley Business School
Metro Bank
%
Average
Good
Sally Earnshaw
33%
Katrina Broster
Nick King
David Wales
Gavin Ingham
Clare Carroll
Tara Mansfield
The Telegraph
Auto Trader
Kent Fire and Rescue Service (FRS)
GavinIngham.Com
The Co-op
Monzo
Can you describe your experience at the summit in one scentence?
I expected a very well organized event and was not disappointed.
Jam packed day with powerful engaging speakers and engaging knowledge sharing
Enlightening, inspiring and enjoyable
Opened up my opinion of what we need to be delivering to our customers and what they expect from us.
A wide ranging selection of presentations that covered all angle of customer and employee engagement
Good networking opportunities and an energetic agenda
Really engaging and fantastic range of speakers.
A great first experience of a large event on Customer Engagement
Useful, gaining insight into how major companies are approaching their marketing and customer engagement and transferring that back to our school
Very informative, lots to take away, and I was eager to share what I'd learnt with my team
Please rate the streams you attended:
Would you return to the Customer Engagement Summit next year
69% Yes
Tuesday 13th November (Day 2)
I attended both days
Monday 12th November (Day 1)
4%
Day 1 Plenary (Speakers inc. Gavin Ingham, Genesys, Confirmit, Virgin Money) Customer Engagement Transformation Part One (Speakers inc. Olympus, Verint, NHBC) Customer Engagement and Employee Engagement Part One (Speakers inc. Kent Fire and Rescue, Hawk Incentives, Employee Ownership Association) Engaging with the Digital Customer Part One (Speakers inc. Virgin Holidays, Conversocial, Fidelity International) Evolution of VOE across the Enterprise (Speakers inc. Formica, Capita Transformation, St Andrews Healthcare) Innovative and Disruptive Strategies in CX Part One (Speakers inc. Vodafone, Kantar TNS, IPSOS Mori) The Evolution of CX Service Design Part One (Speakers inc. Tasis, OpenMarket, Centrica Hive) CX Strategies for the Customer Journey Part One (Speakers inc. Co-Op, Eptica, Kier) Combining CX Strategy with Culture (Speakers inc. Taylor Vinters, Blue Sky, Henley Business School) Future of the Contact Centre Part One (Speakers inc. Heal's, Avaya, CitySprint) Engagement in Financial Services and The Public Sector (Speakers inc. Monzo, DWP, Metro Bank) Engaging with the Digital Customer Part Two (Speakers inc. Autotrader, Bold360, Holiday Extras) Internal Communications Part One (Speakers inc. Citi Bank, Marks and Spencer, Energie Fitness) Innovative and Disruptive Strategies in CX Part Two (Speakers inc. Sky Betting and Gaming, Kent College Pembury) Engagement in Retail and Media (Speakers inc. The Times & The Sunday Times, mGage, Forrester) Marketing and The CX (Speakers inc. ING, Selligent Marketing Cloud, Telegraph Group) Artificial Intelligence and Robotics (Speakers inc. Kiwi.com, Content Guru, CX Company) Linking VOE and VOC (Speakers inc. Farecla, Experian) The Evolution of CX Service Design Part Two (Speakers inc. Samsung, Promoderation) CX Strategies for the Customer Journey Part Two (Speakers inc. Water Plus, Imperial London Hotels) Training, Learning and Development (Speakers inc. Food Standards Agency, Zero Suicide Alliance)
Good
Excellent
48.00% 50.00% 40.00% 66.00% 55.00% 38.00% 33.00% 44.00% 50.00% 25.00% 23.00% 43.00% 36.00% 20.00% 75.00% 60.00% 25.00% 14.00% 25.00% 50.00% 33.00%
44.00% 25.00% 50.00% 33.00% 33.00% 54.00% 56.00% 33.00% 30.00% 13.00% 62.00% 57.00% 55.00% 60.00% 13.00% 40.00% 63.00% 43.00% 50.00% 25.00% 50.00%
33.00% 33.00% 38.00% 50.00% 29.00% 63.00% 38.00% 40.00% 20.00%
67.00% 67.00% 63.00% 38.00% 43.00% 38.00% 20.00% 60.00% 60.00%
Day 2
How did the event compare to what you expected?
40
%
Much better
18
%
Somewhat better
33
%
About what I expected
Plenary (Speakers inc. Barclays, Blue Sky, Bold360, The Big Issue Foundation) Future of the Contact Centre Part Two (Speakers inc. UCLAN, IFS World, PCI PAL) Evolution of VOC across the Enterprise (Speakers inc. Lowell, Critizr, Save the Children) Customer Engagement Transformation Part Two (Speakers inc. Customer Lifeguard, Limitless, Business Stream) Engagement in Retail and Leisure (Speakers inc. Just Eat, Marks and Spencer) The Future of CX (Speakers inc. Aston Martin, Sun Finance) Customer and Employee Engagement Part Two (Speakers inc. Southeastern Railways, Engage for Success, London Zoo) Internal Communications Part Two (Speakers inc. Laing O'Rourke, Anglian Water, Nationwide) Cross Sector Customer and Employee Engagement (Speakers inc. Belron, Policy Expert, Tata Consultancy Services)
Gallery
Network with your peers
Professionals attend
The New Attendee Experience
events for two primary
content, enabling you to create and build your own
reasons, to absorb
Dynamic Event Guide showcasing our case study driven custom agenda, adding sessions and networking events to your schedule.
Connecting with Peers
content and to network
Networking is one of the top reasons to attend a
A big reason for going to conferences is to meet
minded people, a painless way to introduce yourself to
with likeminded people and industry peers.
others, schedule appointments with exhibitors, sponsors
Conferences bring together people from all different geographical areas who share a
conference, enabling you to communicate with like-
or other attendees in advance of the event’ on the day and even after the event.
common discipline or field, they are a great way
Connecting with Content
to meet new people in your field. Our exciting
After all ‘Content is King’, making it simple to actively
NEW industry leading networking event app
participate in session discussions with real-time
powered by ‘Cvent Crowd Compass’ provides the
engagement features. Directly connect your social media
perfect platform to deliver interesting event content, effective face-to-face connections,
profiles to the event app for easy posting, sharing, and connecting with other attendees, displaying social updates in real-time.
digital interactive agenda, live polling enabling more involvement during presentations, Surveys
Gamification
providing feedback opportunities at the perfect
A fun way to connect and play, explore event content,
time and more.
complete challenges, earn points and badges, and win prizes! Application run by:
Speaker in focus Andrew McGuigan: Microsoft
Rosie Bailey: CitySprint
Andrew McGuigan, Director of Advocate and Engineer Engagement at
Rosie Bailer, Director of Customer Management at CitySprint and speaker at
Microsoft and speaker at our upcoming Customer Engagement Summit,
our upcoming Customer Engagement Summit, gives insight into her case
gives insight into his case study and role …
study and role …
Can you provide us with an insight into a ‘day in
Customers don’t just compare the experience a business
the life’ of your role?
offers to its market peers; I think we are compared to cross
Can you provide us with an insight into a ‘day in the
I still think there is a long way to go before any organisation
life’ of your role?
could say they have satisfied all their customer needs, and there
industry/product/channel experiences all the time – and that
I love my job. I feel like I can (and do) make difference both to
frees us to look around and share best practice with different
I’m sure anyone working with customers will say that no two
the colleague and the customer experience – and who doesn’t
people and to really think differently about how we chose to
days are the same, but it’s true. Over a few days I can pretty
want to do that every day?
engage. That’s a really positive place for our industry (CX) to be.
much guarantee I will be replying to far too many emails,
There are four key focus areas for my team and I, which are: •
Quality – how well are we set up as an organisation to deliver fan creating customer interactions (Macro Quality) and how well do we actually do it (Micro Quality)?
•
Enablement – getting information to our people when they need it (knowledge management), looking after our
What do you think the future looks like for Customer Engagement?
There are so many opportunities to improve via innovation in technology, things can easily become confusing so involving
performance, spending some 1-2-1 time with some of my direct
your customers in the business roadmap and listening to their
reports, reviewing departmental KPIs and progress, trying to
thoughts is even more important than ever.
who are committed to engaging with customers and
fire issue resolution that comes with working in an ‘on demand’
colleagues in positive ways.
service business.
business rules and our processes, and, really importantly
•
really helps us to capture our people’s ideas and driving
efficiency and saving with the customer experience;
great change from them and for our customers. Fraud Prevention – we have a team of super bright
This team also helps us find customer heroes and celebrate them (positive outliers). •
How we tie all of that activity together into a compelling environment for our colleagues to operate in as they interact with customers around the globe.
team I get to work with each day. Every single day is a
highly sophisticated business with lots of project resource
technology is enabling amazing changes at staggering speed
affecting Customer Engagement today?
available.
– and that makes for a fast paced and innovative environment.
For me it is increased expectation.
have delivered the biggest customer transformation project I
speed and quality in new and innovative ways all the time. We
could imagine, and I was trusted with a sizable investment in the
I’m going to talk through some of the Big Hairy Audacious
also have access to far more information and choice about our
shape of our business future. It certainly hasn’t all been easy,
Goals we are working on with my team and how we are trying
purchasing decisions both on a personal and business level. We
and I thought it may be helpful to share firstly what we achieved,
to drive a revolution with 12 months.
compare experience not just within the product or service we are
but probably more importantly what we learned.
buying at that moment, but also across sectors and types of I’ll share how a focus on the customer through quality can
purchase or relationship.
What are you most looking forward to about
our focus on targets and what happens when you get 12k
This is a great challenge for all of us working in the customer
the event?
responses about Knowledge Management.
management community, it is pushing all organisations to raise
This is my favourite conference all year. I am always blown away
the bar and put the customer at the heart of our organisations
by the variety of information in the keynotes and case studies
more than we have ever done before.
from the speakers. I leave energised and with some interesting
learned. Each team helps the others advance with greater
Finally, I’ll share some examples of how we flipped the fraud
pace and impact.
model to uncover more heroes.
What do you think is the most important factor
What are you most looking forward to about
affecting Customer Engagement today?
the event?
The same one its always been – engaging with customers as
It’s such an amazing opportunity to learn and grow, hearing
Twenty years ago, businesses were almost entirely focussed on
individuals, recognising their needs, and finding innovative
how people are approaching challenges and think about how I
meeting their own needs, but now the customer is part of every
ways to meet them. Finding ways to enable the amazing
can use some of that best practice to help me move my dials.
conversation.
the customer and less on the rules and systems is what enables this.
As a mid-sized company, for the last twelve months my team
As a consumer, the best brands are meeting our demands for
Can you provide a sneak peek into your case study?
learning day for us as we share perspectives and lessons
people who interact with customers daily to focus more on
When I attend events, I hear many great success stories from organisations, but I have often felt that the speakers come from a
transform the outcomes delivered, how we have changed up All of the above is made possible by my work family – the
Can you provide a sneak peek into your case study?
What do you think is the most important factor
people who look for fraudulent behaviour and seek to close it down quickly and effectively (negative outliers).
remain a factor.
with my peers to discuss and plan the business strategy and
carve out some planning time and of course the inevitable quick
Conversations seem to be more balanced between driving
the rainbow because customers are all individual and cost must
supporting my team with a key client visit, involved in meetings
I think the future is bright. I meet people around the industry
looking after our closed loop feedback process. This
is a note of caution about chasing the pot of gold at the end of
I’m a little introverted and this time I’m going to challenge myself to meet more new people in the breaks and smaller sessions.
ideas to consider implementing at CitySprint.
What do you think the future looks like for Customer Engagement? I think it is such an exciting time to work with customers.
2019 Summit speakers
Riccardo Brenna
Gerry Wisniewski
Head of Insights, Intelligence, and Innovation Ferrero UK&I
Managing Director Edelman
Tanu Gupta
Dr Nicola Millard
Internal Head of Customer Change and Culture, Google Cloud Professional Services, Google
Richard Rowley Managing Director Census Life
Wally Brill Head of Conversation Design Advocacy & Education Google
Customer Insight & Futures BT
Greg Reed
Jo Moffatt
Will Travers
Dee Malone
CEO Home Serve
Strategy Director and Radio Show Host Engage for Success
President Born Free Foundation
Chief Customer Officer Yell
Nick Macfarlane
Anna Wilcox
James Leech
Head of Customer Experience Bupa
Home Retail Group
Eliška Dočkalová
Ben Lappin
Rosie Bailey
Adam Ford
Head of Retention and Customer Experience The Guardian
Director of Customer Management CitySprint
Director of Customer Service HM Land Registry
Stefan Elks
Afeef Hussain
General Manager – Whirlpool, Retention, Repair & Protect, and Regulated Domestic and General Insurance
Regional Director of Training, Development & Quality Assurance LUX* Resorts and Hotels – Maldives
James Lamon
Susan Stockwell
Stella Creasey
Group Director of Customer Services and Operations (Executive Director) The Hyde Group
Voice of the Client Lead Fidelity International
Head of Customer Experience Sky
Andrew McGuigan
Mark Billingham
Director of Worldwide Customer Service Strategy Microsoft
Financial Services Board member & Group Customer Operations Director Shop Direct
Richard Stollery Customer Experience Director Share UK
Lilia Dikova Head of Digital Make It Cheaper
Keith Gait
Paul Harvey
Luke Adebiyi
Customer Service Director Stagecoach
Head of Insight and Analysis WWF-UK
Client Engagement Lead, Business Development Capital International Group
Director of Customer Experience Kiwi.com
Head of Content BuzzFeed
Niall Cluley Managing Director Dragonfish
2019 Summit speakers
Sophia PilkingtonMiksa Head of Customer Experience Bought by Many
Jessica Poore Head of Customer Marketing Virgin Media
Angel Lozano Director of Institutional Advancement TASIS The American School in England
Neil Gregory Head of Customer Happiness Naked Wines
Matthew Gardiner
Louise Ferguson
CEO Catch London
Executive Assistant to the CEO Henshaws
Almir Muminovic Vice President Member Services Tide
Ben Kay
Nick Milne
Moira Clark
Director of Brand and Customer Engagement Thames Water
European Consumer and Marketing Analytics Director Samsung
Director Henley Business School
Angelica Reyes Froment
Joe Rice
Anna Fenten
Data and Enterprise Solutions Lead Twitter
Head of Brand, Marketing and Communications Searcys
Head of Marketing Freshworks Europe
David Caton Head of Proposition, CRM, and Loyalty giffgaff
Alan J Whitaker CEO Billion Child Foundation
Jozef Brodala
Lynne Cook
Matt Hale
Community Manager Forza Football
Head of Marketing Skipton
Head of Visitor Experience Southbank Centre
Andrew Richards Head of Organisational Development Metro Bank
Antony Antoni Global Head of Brand Marketing World Animal Protection
Martin Perry
Dana Zabet
Chief Executive Brighton & Hove Football Club
Senior UX Designer John Lewis
Nicola Whitbread
Daisy Donald
Operations Manager Census Life
Executive Assistant to the CEO Financial Times
2019 Summit speakers
Richard McCrossan
Bethany Hibbert
Global Digital Lead Genesys Digital
Customer Experience & Operational Lead Auto Trader Group plc
Marc Thornborough
Sally Earnshaw
Charlotte Tickle
Brand Director (Independent sector) Auto Trader Group plc
Managing Director Blue Sky
People Director Riverford
Head of Programme for Service Design Royal College of Art (RCA)
Rafael Espesani
Aimee Symonds
Richard Spencer
Herbert Verschuren
Head of Internal Communications Intellectual Property Office
Director About Loyalty
Customer Marketing KLM
Helen Wilson
Beth Jones
Harriet Rowe
Global Chief Experience Officer Ipsos
Group Head of Customer Experience Arnold Clark Automobiles Limited
UK Customer Transformation Programme Manager Nationalgrid
Senior Brand Manager, Gum & Candy Mondelēz International
Birgit Bucher International Marketing Manager MessengerPeople
Sandra Lynes Timbrell
Claire Sporton
Director of Visitor Experience Shakespeare's Globe
SVP, CX Innovation Confirmit
Clive Grinyer
Victoria Powell Customer Care Team Lead Lyst
Pete Doyle Founder & CEO Social Retail Group
John White Consulting Director, Customer Experience Kantar
Oli Lewington Director of Marketing and Communications (Engagement) Cystic Fibrosis Trust
Andrew Richards Head of Organisational Development Metro Bank
Case Study Presentations From Co-op Insurance Case Study: Tackling the ‘Cubicle Bob’ culture - Bringing a customer
Customer-centric business transformation:
perspective to insurance pricing
what we learnt from listening to our customers
Richard Astle, Co-op Insurance
Anna Fenten, Head of Brand, Marketing and Comms, Searcys
Financial services have a lot to do when it comes to regaining the trust lost over the last decade. Finance can be
Statistics reveal that over 96% of consumers consult reviews when making an out-of-home dining or entertainment
complicated but lack of transparency from companies is often the real issue that drives customer distrust.
purchase, which demonstrates the invaluable aspect of peer-to-peer recommendation as part of customer experience. However, many operators have been unable to effectively and efficiently engage with customers and create the perfect
Culturally insurers have fallen into the trap of seeing customer experience as the service interaction in the contact centre or
customer experience due to a lack of resources, time, data inefficiency, channel fragmentation and reputational risks.
during a claim and therefore are blind to the impact “Cubicle Bob” and his cronies have on the experience they deliver.
Searcys introduced an intuitive and visual real-time reporting platform for its varied business portfolio in December 2018.
Driven by technical statistics and loss ratios the pricing team often forgot that customers are more than lines of numbers in a spreadsheet. Discover Co-op’s approach to bringing customer experience to life in those hard to reach technical departments and how regaining customer trust starts with honesty and transparency internally.
It leverages the group dashboard in daily operations at each of their venues. The analysis of the results shows the weighting of each of the online channels in sentiment analysis, key drivers and their inter-dependencies in overall satisfaction. The brand will share its learnings in implementing the social media listening platform, key changes it has made to its online channel management and fundamental business improvements that led to the overall customer sentiment increased by 8.1% from December to July 2019.
The power of Like-minded people & big goals on the CX Andrew McGuigan, Director of Advocate & Engineer Engagement, Microsoft
Are your employees really the key to improving your customer experience? Beth Jones, Group Head of Customer Experience, Arnold Clark Automobiles Ltd
How growth mindset tied to the company vision helps guide the change message. Using BHAG’s (Big Hairy Audacious Goals) to re-imagine the possible and change our approach:
Voice of the employee! Employees at the heart of everything!...... What about the customer?
•
Quality sparks dramatic improvements to measuring and delivering CX
•
The impact of a customer first approach
Can your employees really be the key to improving your customer experience? In 2014 The Arnold Clark Group introduced
•
Knowledge Management – a critical priority re-imagined
an internal customer experience initiative which has since become the DNA of the organisation from the boardroom to the
•
Allowing teams to concentrate on the customer, not the process, rule or tool
showroom. From the start we challenged our employees to ask themselves every day, “is what I’m doing in the best
•
Fraud Prevention identifying customer heroes
interest of our customer?” if the answer was no, we empowered them to be able to make the changes required to turn that
•
Identifying positive outliers and learning from them
no into a yes. This presentation will explore the approach The Arnold Clark Group have taken to listen to the voices of over 12,500 employees, gained their trust and how their employees ideas have shaped the business and changed the internal culture into a customer centric one.
Billion Child Foundation: Winning the Hearts, Minds, and Money of Clients Alan J Whitaker, CEO, Billion Child Foundation
Google Case Study: Look Who’s Talking: Brand and Persona in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google
“I know you have never heard of me or my organisation. Please trust me. I will invest your £50,000 wisely and honestly in Africa. In six months, I will send you a report on what I have done with your money.” Persuading philanthropists and corporate donors to invest relatively large amounts of money in a charity they have never heard of requires courtship of a very high order. But persuading them to trust you year after year requires a very special relationship. Nothing substantial is achieved without a regular flow of money. Learn from the master how he courted BCFs first donors and how to build high quality customer relationships that last.”
In Wired For Speech, Stanford researchers Clifford Nass and Scott Brave wrote: “When people hear any voice they automatically and unconsciously assign a personality to it….” Within less than two seconds of hearing a voice, the listener automatically creates a mental image of who they’re listening to. They identify attributes like age, gender, education, where the speaker’s from and register, or their role in relation to the listener. Did you ever notice how people refer to The Google Assistant as ‘She’, ‘He’ or ‘They’ rather than ‘It’? ‘She told me a joke’, ‘I’ll ask Him for the weather.’ That’s because we can’t avoid creating a character in our imagination from those attributes.
Case Study Presentations From Measuring the Quality of FT.com Daisy Donald, Head of CX Research, Financial Times
View from the Boardroom Keith Gait, Customer Service Director, Stagecoach
Any modern digital business knows that their customers can talk about their brand in many places. In order to find clarity
In this session, Keith will give a whistle stop run through of the key areas of engaging with your Exec. Keith will talk
in the confusion, the FT has devised a way to easily see what is being said about the digital experience it is providing to
through how to sell to Stagecoach if you're a potential partner or supplier, and the importance of trust: how you gain it,
their customers. By combining different sources of feedback – from meeting notes, to onsite feedback, to annual customer
how you can easily destroy it, and how you can circumvent the whole process, making you a trusted partner before we
surveys the FT’s Quality Experience (QX) score provides a clear way to prioritise customer pain points, and track the
have even met you! In the second part of the session, Keith will talk through what it's like to be an Exec, and give you
customer’s experience in real time. This talk details the process the FT went through to devise this score and what they
some top tips on how to get to that level, what you have to do and the things you have to forget when you get there. We
learned about the power and utility of different types of feedback.
will also look at how an Exec has to deal with competing demands, priorities and pressures, and how to look after yourself when it feels everyone wants you 24 hours a day.
Mondelēz International Case Study: Being Consumercentric in the Digital Universe: A Case Study Around Trebor’s Give Me Strength Digital Campaign
Getting with the Customer Experience Transformation Programme Louise Oliver, Project Manager & Customer Experience Business Lead, Anglian Water
Rafael Espesani, Senior Brand Manager, Gum & Candy, Mondelēz International Currently working as a CX Business Lead on a Customer Experience Transformation Programme, Louise acts as the key Trebor, the number one mint brand in the UK, launched the new ‘Give Me Strength’ social campaign showcasing the brand’s new, no-nonsense positioning calling out relatable but exasperating everyday situations using the well-known British phrase. The humorous campaign includes a series of short social films fully developed based on consumer insights and designed to be mobile-first. The objective was to drive brand awareness and make the audience think of Trebor in a different way. The campaign has been a great success delivering sales increase, brand metrics uplift and classified as best
collaborator between the programme and the Integrated Metering and Developer Services work stream alliance to assure customer and user journeys are aligned and, along with the right technology, will be first class. None of this is possible without active engagement of the people at the front line, and their input is crucial to understanding what the real world is like out there. Add to this that customer expectations are increasing, the business needs to evolve and there is a lot of Change in the air! How is this achieved when a million and one other things are going on?!
in class around digital creatives.
How Skipton Building Society used social
Engagement, experience, loyalty - does it matter? Jo Moffatt, Co-Strategy Director and Radio show host, Engage for Success Managing Director, Woodreed
media to help delivery their social purpose Lynne Cook, Head of Marketing & Claire Davey, Director of Direct Distribution, Skipton Building Society Skipton Building Society were set up in 1853 as a business with a purpose, that purpose being to bring communities together to help people into homes and save for a better future – this is still our driving commitment today We’re proud to be the UKs
Engagement is a much-bandied about word – whether talking about customers or employees. Has engagement had its day? Is it time to look for a shiny new toy? Should we ditch engagement and concentrate on experience instead? Jo will argue that what matters to commercial, organisational and individual success and wellbeing is not the label on the box. What matters is what we as individuals, people managers and senior leaders actually do. What matters is how we act and how we interact with colleagues and customers – and, most importantly, how we do that in a sustained and consistent way across the organisation to build trust. Jo will share a simple, proven model and insights gained from a wide range of business examples to help us all do just that and deliver a consistent brand at all touch points inside and out - whether we operate in the private, public or third sector.
4th largest Building Society behind Nationwide, Coventry and Yorkshire Building Society. And we don’t have shareholders so we’re a mutual organisation. We’re proud to be a building society allowing customers to truly be at the heart of our decisions – which has afforded us to win some incredibly customer experience awards of the years. In line with that purpose we had the opportunity to be the first to launch the cash lifetime ISA (LISA) a product specifically designed by the government to help 18 – 39 yr olds first time buyers into homes. We felt strongly this was something we should do. Our core demographic was 45 plus so this new audience brought about a whole new way of working. How they wanted to communicate, hear from us, buy from us was totally different and social media, something we had purposely avoided sat at the heart of this. In our session you will hear our social media journey and the highs and lows we experienced on the way!
Case Study Presentations From The mobile network run by its members Colleagues as customers
David Caton (DC), Head of Proposition, Loyalty & CRM, Giffgaff
Neil Gregory, Head of Customer Happiness, Naked Wines We take it as given that to engage and grow a base of loyal customers, we need to show them empathy, and to make their
In each room at giffgaff we have a hooter. You see, other mobile networks have customers. We don’t. We have members.
interactions with us as effortless and rewarding as possible. But can the same be said of our interactions with the people
Customers come and go. Members join, stay and pop in for tea biscuits (sometimes quite literally).
who make this possible – our colleagues? At Naked Wines, we already had an established and successful structure for our interactions with the people who buy wine from us - all the ingredients you'd expect: empathy, attention, promptness and
So to remind those folks who call our lovely members ‘customers’, we give them a hoot. Just the one. Well, sometimes two.
of course making things as effortless as possible. But to take our service to the next level, and to keep our high-performing
It works a treat and soon they start to call our members ‘members’ because that’s exactly what they are.
Customer Happiness Team motivated, we needed to bring this same approach inside the business. We now work on the principle that colleagues deserve, and benefit from, the same approach we give our customers. This has strengthened
Our members are at the heart of everything we do and we believe in a mutual and collaborative way to run a business.
communication between team members and teams, and promoted a service-led culture throughout the business – benefits
‘giffgaff’ is an old Scottish word meaning ‘mutual giving’ and that pretty much sums us up. Our decisions are made in
reflected in both our Sunday Times Best Companies ranking, and our year-on-year NPS.
conjunction with our members – they trust us and we trust them.
Building an approach for success: the Samsung Analytics story Nick Milne, European Customer & Marketing Analytics Director, Samsung Electronics
Helping drive customer centric culture: My Customer Connect - Fidelity's transformational Executive close loop programme
To understand how to be successful in Samsung, it is key to understand the significance of and contribution of Samsung to the South Korean economy and how this impacts company culture. In this presentation, Nick will detail the challenges
Stella Creasey, Global Voice of the Customer Director, Fidelity international
faced and opportunities taken in creating the European analytics function over the last three years, and suggest a transferable framework for success:
Fidelity is making a cultural shift to being a client centric business. Putting clients central to strategy needed a mechanism to break down silos and focus on the end-to-end customer experience. The Executive Level Close Loop
•
Build a vision and framework as a point of reference to bring the wider organisation round
programme sees senior leaders make outbound calls to 'close the loop' with customers based on issues raised in their NPS
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Clearly identify and communicate the building blocks which will deliver the end goal
survey feedback. This helped engage the business, demonstrated senior leadership commitment to client centricity,
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Find the right talent
helping drive cultural change.
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Negotiate, influence, and persevere
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Celebrate success
How do you create trust with customers Mass Brands and Customer Experience. Authenticity at the Core
in a regulated organisation Susan Stockwell, Chief Customer Officer, The Hyde Group
Riccardo Brenna, Head of Insights, Intelligence, and Innovation, Ferrero UK&I This presentation will explore the topic of trust with customers and the drivers of satisfaction. It will also explore the The aim of this presentation is to demonstrate that the world that brands are living in is: 1.
Very different than in the past
2.
In this new world, customer experience is an essential element for surviving and growing
3.
The key point of the presentation: ‘Authenticity’ is the ultimate expression of customer experience for brands, and how to achieve this.
challenges in a regulated organisation including social housing and utilities, and what organisations can do to drive a customer-led culture and achieve high levels of customer satisfaction. This presentation will provide some real examples of strategies and implementation plans that have been delivered successfully but will consider some of the challenges and lessons learnt.
Case Study Presentations From Building the organisation of the future:
The Service Profit Chain in Action – Engaging
7 insights from Google
your Customers and your Teams for Stella Results!
Tanu Gupta, Head of Customer Culture & Change, Google Cloud
Richard Stollery, Customer Experience Director, The Share Centre Ltd.
Organisations aren’t machines to be predicted and controlled. They are complex human systems, full of potential waiting to
It’s 25 years since Sasser, Schlesinger and Heskett published ’ The Service Profit Chain - How Leading Companies Link
be released. This talk will share a series of explicit organisational tenets which Google has evolved for creating an agile and
Profit and Growth to Loyalty, Satisfaction and Value’. Despite its age and how the World has changed so dramatically since,
dynamic organisation. These tenets explore deeply the mindset needed to build an organisation of the future: not through
their base proposition is as valid today as it was then.
top - down mandates, but through autonomy, trust and transparency. The difficult bit of course has been being that Leader to inspire your Teams to deliver the customer experience that achieves the desired business results. Richard’s presentation will show an innovative way he is going about this as Customer Experience Director at The Share Centre, the retail stockbroker helping more than 300,000 customers enjoy straightforward investing. He will show how he is putting the Service Profit Chain into action, an innovative survey tool
Inclusive design - towards supporting difference
that gains a wealth of customer insight whilst motivating Advisers by ‘catching them doing things right’.
Dana Zabet, Senior User Experience Designer, John Lewis & Partners There are many talks nowadays that promise to discuss inclusive design only to turn out that they focus solely on accessibility. While designing for accessibility is good and important, the legal considerations aside, the wider field of
The First and the Last Generation
inclusive design is most often forgotten. •
I'll start by offering a definition of inclusive design that focuses on diversity, whether that's ability, language, culture,
Paul Harvey, Head of Insight and Analysis, WWF-UK
gender, age or other forms of human difference. •
will touch upon Nithya Sambasivan (Senior User Experience Researcher, Google) and Jen Devins' (UX Lead, Google Accessibility) presentation, 'Building a culture to support inclusive design', and their key message that missing entire populations or contexts can lead to unintended consequences with disastrous effects and will argue that these effects can affect societies and businesses alike.
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will make a case for why do we need inclusive design practices
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identify some of the areas where an organisation could make a difference and and give examples on how organisations
To say that to solve the environmental crises that we face today will be tough is an understatement. To really solve these issues, and restore nature, will need the kind of shifts in the way that we as humans live, consume, manufacture and produce that are sudden and seismic, because we don’t have much time left before we’ve lost the window of opportunity in the next decade to minimize the long term impacts on the planet. While we’ve seen environmental issues become more front of mind for people in the UK, there is a long way to go. How do we nudge people to live more sustainably? This talk shares some of what we at WWF have learnt about engaging people on environmental issues.
could go about practicing inclusive design (for example, reviewing their research recruitment strategy to make sure it's inclusive) •
will finish by discussing on how businesses can establish a process or a framework for inclusive design.
Customer Engagement in the Education Industry Angel Lozano, Director of Institutional Advancement, TASIS The American School in England
The Autonomous Customer: 2019 Dr Nicola Millard, Head of Customer Insight & Futures, BT
How do we engage with those customers that are looking for an education experience for their children? How is such a traditional industry as education coping with technology to connect with their potential customers? Parents are willing to send their most valuable “asset,” their children, away to achieve a great education experience. Schools can use technology
Every other year from 2010, BT has tracked global customer trends. This presentation brings things bang up to date and
but they cannot forget the human/social approach. Twenty years ago, international schools did not need to compete to
investigates how customers are changing in the way that they use channels, what they expect from customer
attract students. The demand was very strong and the list of schools was short. Now, the competition is fierce. The demand
experiences, and whether chatbots are delivering on their promise.
for good schools is still high but the number of schools has grown significantly. How can schools differentiate from each other? In this presentation, we will review what parents are looking for and how we can engage with them. We also analyse how content and technology can help a school attract students.
Edelman’s Trust Barometer
Can Customer Trust Brands to do the Right Thing? Lessons in earning customer trust, from Edelman’s Trust Barometer Gerry Wisniewski, Managing Director of Technology Sector, Edelman UK Brands’ roles today in our lives and society are now so much more than the product or service they deliver. They’ve expanded their influence and reach into our lives, are embedded in culture and so it’s perhaps unsurprising that our own Edelman research has revealed that people’s expectations of brands have evolved and customers and consumers have strong expectations of what a brand should be and stand for. As always, brands must provide a reliable product and a good customer experience. But now, customers add many more reasons to their decision making when they buy a product. A key question today is how much do I trust this brand? Will it protect my data and privacy? Use automation responsibly? Tell the truth in this era of disinformation? In short: Can I as a customer trust brands to do the right thing? In a bid to answer these questions and understand how brands can earn trust with customers, we’ve produced the ‘Edelman Trust Barometer Special Report: In Brands We Trust?’. Surveying 16,000 people across eight markets in 2019, the headline findings show that: • •
•
A major consideration for brand purchase is now “I must be able to trust the brand to do what is right,” at 81%. More than 70% link purchase to considerations that historically were tied to trust in corporations, including the supply chain, its reputation, values, environmental impact and customer before profit. 53% of customers agree that every brand has a responsibility to get involved in at least one social issue that does not directly impact its business.
Today’s most trusted — and rewarded — brands set out to make an impact in customers’ lives and in society in a way that’s authentic to their brand and values. To earn the highest levels of customer trust, brands must of course have strong products and great customer experiences, but these must be combined with action that makes a difference in the world. Customers know that brands have the power to effect real change, and they will place their trust in brands that use that power on their behalf. Whether that looks like the Nike Colin Kaepernick ‘Believe in Something’ campaign or Iceland’s Save Rang-tan; End dirty palm oil campaign – the brands that stand for something that’s relevant to their business, their customer based, and sphere of influence, and take action in the way they operate and at all levels of their business are the ones that build the highest levels of trust with their key audiences. Despite customers’ call for advocacy and brands to reflect their personal beliefs, we’ve found that brands are largely failing the trust test…
•
• •
Shockingly, just one-in-three respondents said that they trust most of the brands they buy and use – suggesting brand loyalty is low and therefore brand preference is weak. Only 21% say they know from personal experience that the brands they use keep the best interests of society in mind. Down five points from last year, only 41% now agree that brands have better ideas for solving problems than the government. In addition, all talk, no action, is seen as ‘woke washing’. 56% said this year that ‘too many brands use societal issues as a marketing ploy to sell more of their product’.
So, where to start? The starting point, of course, is to imbue your brand with real purpose, that’s authentic to the product or service you produce. You should define it through the role your products and services provide back to society – being clear about ‘why’ you exist in the world and how you intend make a positive impact is critical. This isn’t necessarily about solving the world’s biggest societal issues (although contributing to making the world healthier, sustainable and fair is a great ambition), but about being clear why your product or service has an impact on your customers whether that’s to improve their productivity, make them more efficient, save money or time. Bake clear purpose into your brand values, behaviour and – ideally – even your business model.
Trust and the Customer Experience So, how does trust play out in customer experience? What are the defining factors that lead to a ‘trusted’ customer experience? And what are the rewards for those brands who can provide trusted experiences? We’ve identified three points to address:
1. Open the conversation on data and privacy In the UK, we saw 46% of respondents concerned with ‘the ever-increasing number of brands that have my personal information in their databases’. Are headlines on data breaches and misuse of data starting to influence public opinion? Has GDPR altered the way we think about our data? And are our concerns forcing change in buying behaviour? Interestingly, the UK has recorded the highest level of concern in any market in our sample, compared with Japan which sees just 20%, marking it as an important factor. Even within
the EU, where GDPR has also come into effect, we are much more likely to be concerned with our personal information. Germany and France concern sits at 37% and 33%, respectively. This is a chance to foster trust – especially if you operate within the UK market. When interacting with your customers, you need to be able to describe transparently, in clear and plain language, the nature of the personal data you’re collecting and why you’re collecting it – leaving no room for questions or doubt. Is it to improve your products and services, if so how? Is it so you can deliver better customer service, if so where will I as the customer see the benefit? Is it being shared with other third parties, if so why? And if a crisis does happen in the form of a data breach, you have at least put into place the framework for an open and honest conversation with your brand’s stakeholders.
2. Address advertising avoidance As brands possess an unprecedented ability to target and track their prospects, more customers are employing their own advertising avoidance strategies to fight back. Globally, 74% of customers now use one or more advertising avoidance strategies. This is an increase of 10 points from our survey last year, and the main methods of advertising avoidance include ‘using ad blocking technology’ (48%) and ‘changing media habits to see less advertising’ (47%). Whether this is on social media or on media websites, a growing number of customers are opting out of advertising where possible, making them harder to reach through paid channels. This is a warning for brands who are completely dependent on paid search and paid social. These channels are exceptionally effective at driving reach and acquiring new customers, but they are unlikely on their own to deliver long term trust in your brand. Instead, consider a range of communications techniques including earned, owned and paid and social to build trust with key audiences and customers and dial up and down your emphasis in each area more flexibly.
3. Engage trusted voices With widespread advertising avoidance, we
think it is more important than ever to work with trusted voices. These voices are peers (word of mouth, media coverage and reviews), owned (company assets, spokespersons and messaging), and social (influencers). There are two findings from this year’s study that support this claim. When asked about why customers trust brands, the second highest reason (after delivering a good quality product or service), is that a brand ‘gets good ratings and reviews’ (57%). Our survey backs up the rise of trusted influencers. In the UK, 57% of 18 to 34-year olds agree that ‘I trust what influencers say about brands much more than what brands say about themselves in their advertising’. And one in two (50%) say ‘Because of an influencer, I have brought a new product in the last 6 months.’ However, consumers are also now getting wiser paid influencer work (#sponcon #ad) and what is real and to be trusted and what may be untrustworthy/fake. Therefore, we recommend solid research and investment into understanding who trusted peers and voices might be for your brand. These may be third parties that have smaller but more relevant audiences but who are considered authentic, and highly trusted by your customers and whom also produce more trusted content.
Edelman @ Customer Engagement Summit The 2019 Edelman Trust Barometer revealed that public trust in technology remains strong, but vulnerable. After revelations of data breaches, aggressive personal data collection and political interference, the sector has taken its first hit in several markets. And these concerns are now beginning to influence consumer behaviour with the so called ‘techlash’. What can consumer brands learn from this shift in public opinion about technology and, importantly, what can they do to help rebuild trust? In the day two keynote session, Edelman’s Managing Director of Technology, Gerry Wisniewski, will explore the findings from our special report into trust and technology, and outline the five ways that consumer brands can stay ahead of the techlash.
About Edelman Edelman is a global communications firm that partners with businesses and organisations to evolve, promote and protect their brands and reputations. Our 6,000 people in more than 60 offices deliver communications strategies that give our clients the confidence to lead and act with certainty, earning the trust of their stakeholders. Our honours include the Cannes Lions Grand Prix for PR; Advertising Age’s 2019 A-List; the Holmes Report’s 2018 Global Digital Agency of the Year; and, five times, Glassdoor’s Best Places to Work. Since our founding in 1952, we have remained an independent, family-run business. Edelman owns specialty companies Edelman Intelligence (research) and United Entertainment Group (entertainment, sports, lifestyle).
Convince your Boss
Click here view the 2018 customer engagement summit highlights video
Dear [XXX], I would like to attend the Customer Engagement Summit, 11-12th November, in London, UK. I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here]. It’s great value for the level of intensive education. In 1 day, I’ll have access to: • Two days of case studies from world-class brands [List Notable] Speakers include: [add here] • 28 topic streams covering the latest trends. • Interactive focus group sessions • Networking opportunities with 1,200 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] There are a number of strategic and tactical “how-to” case study presentations on the day that I feel will allow us to transform engagement and save cost in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here]
Click here for the 2018 Summit Survey Report
I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C].
04
FEATURE
Engaging audiences through happiness
Bupa has recently undertaken a new study to help improve their customers’ health journey
Julia Barbosa on how a trip around the world changed Save the Children’s comms
C U S T O M E R
Please accept this proposal to attend as I’m confident in the significant return we will receive for the small investment.
08
FOCUS ON
Get the experience right by design
Customer engagement can mean different things to different people but everyone has “needs”
TRANSFORMATION
I’ll also be able to build new business relationships and share best practices with other attendees working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C]. Other staff members in our organisation will also be able to benefit as I will meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report.
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INTERVIEW
Are you giving customers what they need?
E N G A G E M E N T
T R A N S F O R M A T I O N
AUGUST 2018
I N D U S T R Y
R E P O R T
EngageCustomer.com
TRANSFORMING TO THRIVE THE BRAVE NEW CUSTOMER WORLD
Click here to read the Transformation 2018 Report
Thank you for your consideration. 16 & 18
VIEW FROM THE CHAIRS
10 MINS WITH
Martin Hill-Wilson
Nick Brice
Richard Spencer
Gives his take on some of the highlights from the Conference
Chair of Hall 2 provides us with some of the day’s highlights
Director of Promederation, is in the hot chair
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11-12 NOV I WESTMINSTER PARK PLAZA I LONDON
Our 2019 Summit will be held over two days for the second time, and is set to be the biggest and best yet The overarching theme of our flagship Summit this year is the critical importance of TRUST in an age of uncertainty and disruption. The Summit will examine TRUST from all possible angles relating to both our
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“The day never lost momentum and I was truly inspired – I’ll definitely be back next year” CX Director, Marks & Spencer
Introducing your Awards Host Hugh Dennis
Following on from the success of the 2018 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2019 to the International Engage Awards. The new moniker is an acknowledgement of the increasingly global spread of organisations wanting to enter what is now firmly recognised as the only
The Engage Awards ceremony takes place on 11th November 2019 at the Westminster Park Plaza.
customer and employee engagement Awards programme. The 2019 International Engage Awards are delighted to welome Hugh Dennis as the host, the ceremony will include a record number of 20 categories, nine of them brand new to the programme, and will cover every conceivable aspect of customer and employee engagement, and
Book your table now to the biggest party of the year! Tickets are sold on a
including for the first time a coveted Lifetime Achievement Award. So, if you’ve achieved great things with your engagement initiatives, the Engage Awards are perfect for you. We are delighted
first come first serve basis, and the awards bring together the very best
to announce an extended entry deadline until 23:59 BST on 31st July, so don’t miss out on
customer and employee engagement professionals, recognising both
recognising your efforts.
organisations and individuals for trail blazing excellence and defining the future of the industry.
www.EngageAwards.co.uk
Click to Book
your Table
Sponsors in Focus
Using our deep understanding of how people work, we help businesses to tell clearer stories, make stronger connections and have braver conversations – leading to a range of exceptional outcomes – from improved sales and service, to better employee engagement, to large scale transformation projects. We create experiences that engage hearts and minds and persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation. We rigidly track and measure the return on investment for every client programme, so we can say we will deliver an average ROI of around 300% +.
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. T: +44 (0)20 3053 9333 W: www.confirmit.com
Our team is a powerful and unique mix of consultants. HR directors, insight specialists, commercial marketers and customer strategy experts with an impressive track record of transformation and change management, building stronger connections between people, brands and customers to unlock potential and growth. We’re on a mission to make culture change more authentic, tangible and commercial for leaders wanting to understand the links between culture and performance in their organisation. Our approach has delivered outstanding results for brands such as Cunard, National Trust, Cloudreach, Fitness First, O2, Ann Summers, Avon and many more.
T: 01483 739 400 W: www.blue-sky.co.uk
We transform your customers into genuine fans. End customers expect to be dealt with promptly and in the easiest way possible, no matter which channel they use to make contact with your company. As a leading global supplier of Business Process Outsourcing, we support you in the CX Transformation and CX Delivery processes by combining innovative concepts, tools and technologies. With our tailored and perfectly integrated solutions, we provide unique and positive brand experiences to your customers, helping you to build lasting relationships with them. Bosch Service Solutions: Intelligent, engaging, transformative T: 0344 892 0115 W: www.boschservicesolutions.com/en
Critizr is a real-time customer engagement and feedback management solution. We empower companies’ VoC programmes through cutting-edge collection, processing and analysis. Our solution enables millions of feedback interactions every month with any store manager in Europe. Critizr drives the customer experience transformation across the enterprise as we partner daily with local retail outlets through the organisation all the way up to the board room. Critizr, works with the largest French companies (Carrefour, Total, Flunch, Douglas …) and transforms customer relationship in source of differentiation and growth. Critizr, disrupting retail CX, putting humans first again. T: 0203 911 7558 E: douglas.mancini@critizr.com W: www.critizr.com
Our purpose is to make a difference to our clients’ business success. Our innovative research and analysis tools, which drive client success in business strategy, marketing, sales, customer service and HR functions. We’ve worked with over 50 household brands on assignments in the UK and round the world, but we’re small enough that our highly experienced directors – Marcus Hickman and Jo Davies – manage the work. W: www.davieshickman.com
Sign Solutions are specialist providers of communication support for Deaf people across the UK and as British Sign Language is the first of preferred language of over 151,000 people in the UK, it is important that Deaf customers can communicate with the many call centres across the UK, to ensure equal access to products, services and support and therefore an enhanced customer experience. This is where Sign Solutions steps in, enabling instant communication for Deaf customers via their 24/7/365 Interpreterslive! video interpreting service. Easily accessed via a link on your website, it launches a live video call to a British Sign Language Interpreter, who makes an onward call to the call centre. Fully secure, PCI compliant and all your agents do is answer the call as they normally would! In turn it increases your website accessibility rating , see how others clients have simplified their customer engagement channels. W: www.interpreterslive.co.uk/Live!customers/
Equiniti delivers intelligent customer management and remediation solutions to the UK's leading customer facing organisations. We create end-to-end customer journeys that deliver seamless experiences, and unite previously separate silos within enterprise organisations worldwide. We enable our clients to optimise their customer service functions using both technical case management and workflow solutions as well as specialist resourcing capabilities. Our solutions solve operational and customer engagement challenges for a wide variety of regulated businesses and the flexibility of our solution lends itself to multiple practical applications. We work with our clients to help them to review, update, and unify multiple legacy processes and systems across the entire organisation to give businesses complete operational oversight of all their customer engagement touch points. As a strategic partner, we provide the people, processes and technology to help you manage wide ranging customer contact programmes and reduce costs for our customers by up to 50%. T: 0118 951 3971 E: george.xenoudakis@equiniti.com W: www.equiniti.com
Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360 degree view of relevant customer information internally. W: www.freshworks.com
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Our cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for your customers and a satisfying, engaging experience for your service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 350 clients around the world. Odigo is a Capgemini brand, which means we benefit from the scale and expertise of one of the world’s foremost providers of consulting, technology services and digital transformation. W: www.odigo.com
Established in 2011, giosg is a software company that combines data and artificial intelligence (AI) with feature-rich technology to provide intuitive solutions that deliver the right online trigger, to the right person at the right time - allowing your organisation to operate smarter. The result? A faster, more streamlined sale process with more sales, happier customers and a significant boost to your return on investment. W: www.giosg.com
Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and omnichannel contact processing, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics, robotic process automation, decisioning, workforce management and gamification. With a portfolio of 200 patents and growing, Noble leads the way in pioneering solutions for the contact centre market. Contact: Sian Ciabattoni, Marketing Director T: 0796738494 E: sciabattoni@noblesystems.com W: www.noblesystems.com
We Are An Experience Cloud But With The “Exponea Effect” Discover Experience Cloud Exponea is a customer experience and customer data platform that not only boosts e‑commerce growth with AI powered engagement automation, but also helps improve our clients’ culture with better cross‑department collaboration and customer centricity. Increase Loyalty with Automated Campaigns E: info@exponea.com W: www.exponea.com
Eptica is a leading European tech company specialising in intelligent platforms for digital customer experience, providing conversational and collaborative solutions powered by AI. Brands and organisations across all industries rely on our solutions on all digital channels, including selfservice & knowledge base, email, chat and social media. We are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving not only excellent customer experience and deeper insight but also creating value across all operations. W: www.eptica.com
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Our cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for your customers and a satisfying, engaging experience for your service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 350 clients around the world. Odigo is a Capgemini brand, which means we benefit from the scale and expertise of one of the world’s foremost providers of consulting, technology services and digital transformation.
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Our cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for your customers and a satisfying, engaging experience for your service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 350 clients around the world. Odigo is a Capgemini brand, which means we benefit from the scale and expertise of one of the world’s foremost providers of consulting, technology services and digital transformation.
W: www.odigo.com
W: www.odigo.com
We are the Messenger Communication Experts! Our innovative platform and grounded expertise allow businesses to offer professional customer service through messaging. MessengerPeople is one of the pioneering companies in professional messenger services and is currently the leading Software-as-aService provider for messenger communication. With our products you can easily and securely use the most popular global messaging apps: WhatsApp, Facebook Messenger, Apple Business Chat, Telegram and Viber. We are a young Munich company, founded by Franz Buchenberger and Maximilian Tietz in 2015 as WhatsBroadcast GmbH. In mid-2018 we rebranded to MessengerPeople and currently have 65 employees from 12 countries. 1,800 companies, cities and communities, associations, institutions, political parties and influences from over 60 countries already use the MessengerPeople solution. T: +49 89 416173-140 E: sales@messengerpeople.com W: www.messengerpeople.com
Empowering digital visual communications Communicating successfully has many rewards: driving engagement, clearly conveying corporate objectives, sharing vital business information with team members. Effective communications is the essence of any business. It allows stakeholders to be decisive. It speeds up processes. It helps create a more aware and attuned workplace. X2O Media empowers organizations to be successful communicators with tools that allow anyone to create media rich, highly visual content channels that leverage realtime data. With a long and proficient history in visual storytelling, X2O understands that great communications inspires, motivates and drives business opportunities. From digital signage, mobile and desktop apps for internal communications, to dashboards, gamification, wayfinding and collaboration environments, X2O Media provide our clients with full end to end solutions that drive employee engagement and productivity. Contact: Rob Brinklow, X2o Media Europe T: +44 7751 063225 E: rbrinklow@x2omedia.com W: www.x2omedia.com
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Contact: Chris Palmer, Senior Marketing Manager W: www.talkdesk.com
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. Rant & Rave are also the only UK customer experience vendor to be ISO 27001 certified, the international standard that describes best practice for an Information Security Management System. T: +44(0) 2476 011 911 W: www.rantandrave.com
Yakara is a leading technology company specialising in automating customer engagement. Our customers see significant cost reductions and faster payment collection with our easy-to-use cloud services, across a range of industry sectors including utilities, retail, healthcare, finance and public sector. We support agent-assisted and fully automated business processes, offering advanced payment options including collection cycle campaigns, deferred payments, settlements and plans. Our technology platform is scalable with global reach, supporting multi-media messaging to smartphones and landlines, with omni-channel voice, text, web and mobile transaction handling. We are committed to delivering on standards, maintaining our hosted services in ISO297001 environments, and we are PCI DSS certified.
Venue Information 11-12 November 2019
How to register Booking hotline: 01932 506 300 (Press 1)
Westminster Bridge Park Plaza, 200 Westminster Bridge Road, London, SEL 7UT
Online: www.CustomerEngagementSummit.com Directions: Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London. Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station. From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins) • • • •
Travel Westbound on the Piccadilly Line Change at Green Park Station for the southbound Jubilee Line service Depart at Waterloo and exit via the South Bank Walk up York Road to the roundabout
From London Heathrow Airport (approx 90 mins)
End User Tickets
Delegate Packages include:
•
Standard Single: £595 +VAT
•
Full Conference Pass
•
Bronze - 2 Tickets: £995 + VAT
•
Access to all 4 Seminar Halls
•
Silver - Up to 5 from same organisation:
•
Join Roundtable Sessions
£1995 +VAT
•
Lunch & Refreshments
Gold - Up to 10 from same organisation:
•
Networking App
£2995 +VAT
•
Presentation Slides
•
Access to Video Library
•
Networking Drinks Party
•
Service Provider & Vendor Tickets •
Single: £1495 +VAT
Terms & Conditions: All payments must be received before the conference date. We reserve the right to refuse admission if payment is not received in advance of the event. Substitutions will be permitted at any time provided the delegate fee has been paid in full. Cancellation: All delegate fees are non-refundable, however are transferable to another Engage Business Media event on a like for like basis, all transfers are at the discretion of the event organiser. All invoices are due for settlement within 14 days from the invoice date unless agreed otherwise. Engage Business Media Ltd must be informed of any disputed invoices in writing within 14 days from the date of the relevant invoice. If for any reason the event is postponed or cancelled Engage Business Media Ltd accept no responsibility for airfare, hotel or other travel costs incurred by clients. Data Protection: Engage Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be removed or not passed on to external organisations, please write to Engage Business Media Ltd at the address on this form.
• • • • •
Take the London Underground Take the Piccadilly Line towards Cockfosters Underground Station Change at Green Park Station for the southbound Jubilee Line service Depart at Westminster Walk Across Westminster Bridge, destination in front of you
From London Gatwick Airport (approx 90 mins) • • • • • •
Take the Gatwick Express to London Victoria Railway Station Take the London Underground and travel eastbound via the Circle and District line Get off at Westminster Walk south across Westminster Bridge Cross the roundabout Walk Across Westminster Bridge, destination in front of you
From London Stansted Airport (approx 90 mins) • Take the Gatwick Express to Victoria Station • Change for the London Underground and take the District and Circle Line to Westminster • Walk south across Westminster Bridge • Cross the roundabout • Park Plaza Westminster Bridge will be directly in front of you
October 2019
Booking Form
Standard (1 Ticket)
Bronze (2 Tickets)
Silver (5 Tickets)
Festival Pass (Access all events for 12 months)
Please sign and complete the form below, on receipt an invoice will be raised and issued. All invoices need to be paid in full prior to the event.
£595+VAT
£995+VAT
£1,995+VAT
£995+VAT
Please reference your invoice number on payment. tickets@ebm.media
Or post to:
Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG
Delegate Package:
Registration Questions
Phone: 01932 506 300
Email:
■
End User
■
Join Roundtable Sessions
■
Presentation Slides
■
Full Conference Pass
■
Lunch & Refreshments
■
Access to Engage Hub
■
Access to all Seminar Halls
■
Networking App
■
Networking Drinks Party
Industry: Financial Services
Retail
Transport & Logistics
IT/Telecoms
Business Services
Public Sector
Leisure
Utilities
Manufacturing
Consultant
Healthcare & Pharmaceutical
Leisure & Tourism
Where did you hear about this event?
EVENT TICKETS - These ticket terms and conditions as contained below and the abbreviated version found on the booking form are an acknowledgement of agreement (“the Contract”) and apply to all services (“the Services”) provided by Engage Business Media Ltd (“the Organisers”). By signing the booking form, the “Customer” accepts the following terms: In the event of any inconsistency, conflict or ambiguity between the Terms and Conditions and any terms and conditions stated on the Booking Form, the provisions of these Terms and Conditions shall apply.
Website
Social media
Partner organisation
Other (please specify)
Any issues regarding the sale of a ticket, the terms and conditions or anything relevant to accessing the event should be presented in writing prior to signing the booking form to tickets@ebm.media.
Other
Vendor/Service Provider
Telephone call
Summits:
Conferences:
Customer Engagement Summit 2019 – 11th-12th November
Internal Communications Conference – 17th September 2019
Employee Engagement Summit 2020 – 15th May
Future of the Contact Centre Conference – 13th February 2019
CX Marketing Summit 2020 – 19th June
Digital Workplace Directors Conference –12th March 2020
TICKET TERMS - “End User” shall mean an individual who works for a company and benefits from the content at the event, they have no service, product or any offering that could be discussed, presented or of interest to another end user delegate at any Engage Business Media event. • “Supplier/Vendor/Industry ticket” shall mean any person, company or partnership, their agents, or contractors who have a commercial service, product or any offering that could be discussed, presented or sold at any Engage Business Media event. SUPPLIER / VENDOR / INDUSTRY TICKETS - To protect the investment of our sponsors, we charge a ‘Supplier Ticket’ fee which is calculated and comparable to a sponsorship package. Discounted vendor passes are not available for the purpose of evaluating the event for future sponsorship. This policy has been in effect since Engage Business Media started and ensures the best outcome for both our sponsors and end user delegates.
I wish to attend: Employee Wellbeing Conference –12th March 2020
Terms and Conditions
What is the primary reason for attending this event?
Please Note: We will decline all registrations that do not meet the relevant criteria and Engage Business Media reserves the right to decline attendance at any event. BOOKING AND PAYMENT - To purchase a ticket for any of the Engage Business Media events a signed booking form specific to the event is required, this can be presented over email, post or by booking over the website in accordance with the instructions set out therein (“Booking Form”). You are responsible for the accuracy of your Booking Form, including in particular your contact details (which we will use to contact you from time to time and in accordance with these Terms and Conditions).
Automation AI and Robotics Conference – 30th April 2020
For networking purposes
Customer Engagement Transformation Conference –9th July 2020
I am researching for a new project
Other - Please specify = £
For professional development, learning and knowledge
The Ticket Terms and Conditions will be binding by both Parties from that point. Where there is a price to attending the event and payment has not been paid in full at the time of the booking, following confirmation of your booking we will issue an invoice for the full price of your Event ticket (as set out on your Booking Form, plus VAT as applicable) (the “Fee”).
To find new suppliers, products and services
The fee must be paid and funds received in accordance with the payment terms and instructions set out in the invoice or received prior to the event date, whichever is sooner. Unless otherwise stated therein, the fee covers your entry for the duration of the event only and is exclusive of all travel, accommodation, insurance and other costs (all of which must be arranged and met by you).
Submitting a Booking Form constitutes an offer by you to purchase a ticket for the event in accordance with these terms and conditions. The Ticket Terms and Conditions apply to the booking of all tickets to the exclusion of all other terms and conditions. We will confirm receipt of your booking form by providing an electronic receipt and/or digital ticker, however the booking and/or event ticket is not confirmed or deemed accepted until a signed booking confirmation is received.
Fees are strictly non-refundable and all invoices are liable for payment regardless of attendance.
Registration
What is your purchasing responsibility?
First name
Last name
Job title
Organisation
Address
EVENT ATTENDANCE - Compliance with instructions and regulations, by attending the Event you comply with all applicable law, including (but not limited to) all health and safety legislation and requirements. All instructions given by us or on our behalf, including (but not limited to) in relation to any security arrangements and the terms and conditions of the Event venue (a copy of which is available on request prior to the Event).
Make purchase
SAFETY AND SECURITY - You are responsible for ensuring your own safety and security whilst attending the Event as set out in these terms and conditions, we shall not be liable for any loss or damage suffered by you.
Authorise purchase
FILMING AND PHOTOGRAPHY - We may, at our discretion photograph, film, broadcast or record the Event for our own use and purpose. You grant us an irrevocable licence to use and sub-license the use of your name, voice, likeness, image, statements and any contribution made by you at or to the event in any and all media (whether now known or hereinafter invented) throughout the world and in perpetuity. You are not allowed to photograph, film, broadcast or record the event without express prior approval from the organiser.We reserve the right to refuse entry to the event, or subsequently remove you from the event if you fail to comply with these ticket terms and Conditions.
Influence purchase Post code
County
DELEGATE BADGES - Provided delegate badges must be worn at all times during the event. Badges are only valid for the registered delegate and cannot be passed on or shared by any other person than the name on the badge. Any misuse will result in delegates being denied access to the event or asked to leave at the organisers discretion.
Specify suppliers
CANCELLATION OR NO SHOW - All delegate fees are non-refundable.
Tel
Mobile
Finance Department Email
No refunds or credits will be given for non-attendance at any event.
I have no purchasing responsibility
TRANSFERRING A TICKET - In the event that you are unable to attend the event you may transfer your booking to a colleague from the same organisation or another Engage Business Media event on a like for like basis (as specified in the Booking Form) without charge. All transfers are at the discretion of the event organiser.
Which best describes your regional responsibility?
Other Delegate details First name
Last name
Tel
First name
Last name
Tel
First name
Last name
Tel
First name
Last name
Tel
Confirmation
Job title
UK
Middle
Asia
EMEA
AMENDMENTS AND CANCELLATION TO AN EVENT - We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K.
Europe
East
Americas
Global
In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event. LIABILITY - Nothing in the ticket terms and conditions shall exclude or restrict our liability to you for death or personal injury resulting from our negligence, the negligence of our employees in the course of their employment, or any other liability which cannot be excluded by law.
Job title
What's your annual relevant purchasing budget? £100,000 or less
£1 million - £5 million
£100,001 - £250,000
£5 million - £10 million
£250,001 - £500,000
Over £10 million
DatePrinted Name
Do you currently have a live project that you're working on?
Job Title
I have read and understood YES, I would like to attend the event(s) detailed on previous page. Please send me an invoice which will be paid in full prior to the event(s) detailed. This event is being sponsored by the sponsors listed on the event page. We may make your registration details available to select sponsors, in both ours and the sponsors legitimate business interests, and they may contact you about their product/services. *(required)
Yes For BACS payments please send to: Barclays Bank PLC, 3 Church Street, Weybridge, Surrey, KT13 8DD Account Name: Engage Business Media Ltd 23232689 SORT CODE: 20-90-56 ACCOUNT No: GB50 BARC 209056 23232689 SWIFT CODE: BARC GB 22 IBAN: If paying by bank transfer please ensure that remittance Bank transfer: advice is sent to tickets@ebm.media. Please QUOTE INVOICE NUMBER, failure to do so may result in a delay in processing your delegate ticket.
EngageCustomer.com • EngageEmployee.com EngageCxMarketing.com • EngageAwards.co.uk • EngageInfoSec.com
I am happy for my details to be shared
@EngageCustomer
ANTI-BRIBERY - We comply with our anti-bribery and anti-corruption policies (available on request) and updated from time to time.
Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes.
Signature
I understand
(http://ebm.media/terms-conditions/) and Privacy Policy (https://ebm.media/privacy-cookies/)
You shall indemnify us and keep us indemnified from and against all claims, damage, losses, costs (including, without limitation, all reasonable legal costs), expenses, demands or liabilities arising out of or in connection with any breach by you of the ticket terms and conditions.
USE OF INFORMATION - We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event.
£500,001 - £1 million
consent to being contacted by them after the event.
I have read and understood Engage Business Media’s Terms and Conditions
Our maximum liability in contract, tort, or otherwise (including any liability for any negligent act or omission) arising out of or in connection with our obligations under the ticket terms and conditions shall be limited to a sum equal to the amount of the ticket sale fee (if applicable).
You and the organisation specified on the Booking Form (if applicable) are jointly liable for your obligations in accordance with the ticket terms and conditions, you confirm that you have all the necessary authority, consents and permissions to attend the event.
Whilst I may choose to withhold 3rd party consent, I understand that by choosing to allow my badge to be scanned by a sponsor, I am providing them with my personal data and in doing so I
Under no circumstances shall we be liable to you for any direct or indirect consequential costs or losses suffered by you, whether in contract or otherwise. Indirect costs and losses shall include (but not be limited to) any loss of anticipated profits, savings, business or opportunity and loss of publicity. The views expressed speakers at the event are their own. We shall not be liable for the views, acts or omissions of any speaker or any other attendee at the event. Any information given or distributed at the event shall not constitute advice and should not be relied upon.
Job title
Job title
TICKET RESALE - Under no circumstances may your event booking be resold by you or on your behalf. If we have not charged you a Fee in order to attend the event and you are unable to attend or offer an alternative attendee from the same organisation you may be charged a cancellation fee if applicable and made clear at the time of booking.
No
How many employees does your organisation have? 1-24
250-499
25-49
500-999
50-99
1000-4999
100-249
5000+
We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon. If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event). We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/termsconditions
Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you. ENTIRE AGREEMENT - These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter. THIRD PARTY RIGHTS - These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same. WAIVER - No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy. APPLICABLE LAW AND JURISDICTION - These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any noncontractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
EBM Group Events CUSTOMER ENGAGEMENT SUMMIT 2019 11 & 12 NOVEMBER 2019 WESTMINSTER PARK PLAZA, LONDON Held over two days, the Customer Engagement Summit will be the biggest and best yet
ENGAGE AWARDS 2019 MONDAY 11 NOVEMBER 2019 WESTMINSTER PARK PLAZA, LONDON International Engage Awards 2019
FUTURE OF THE CONTACT CENTRE CONFERENCE THURSDAY 13 FEBRUARY 2020 VICTORIA PARK PLAZA, LONDON Contact centres are ideally placed to become the beating heart of an organisation
DIGITAL WORKPLACE CONFERENCE
EMPLOYEE WELLBEING CONFERENCE
EMPLOYEE ENGAGEMENT SUMMIT 2020
THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON
THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON
FRIDAY 15 MAY 2020 RIVERBANK PARK PLAZA, LONDON
Now is the time to equip your organisation for the digital workplace revolution
The critical importance of the wellbeing of our colleagues
Europe's biggest Employee Engagement Event has now moved to a larger venue
CX MARKETING SUMMIT 2020
CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE
INTERNAL COMMUNICATIONS CONFERENCE
THURSDAY 9 JULY 2020 VICTORIA PARK PLAZA, LONDON
FRIDAY 18 SEPTEMBER 2020 VICTORIA PARK PLAZA, LONDON
Understand how you can help to shape and evolve your business in the growing digital world
The critical employee engagement role too often neglected by HR
FRIDAY 19 JUNE 2020 VICTORIA PARK PLAZA, LONDON After a hugely successful 2019 event, we are delighted to announce the 3rd annual CX Marketing Summit
FOCUS GROUPS FRIDAY 25 SEPTEMBER2020 HILTON LONDON HEATHROW A Platform Where Like-Minded Professionals Come Together
01932 506 300 (press 1) tickets@ebm.media EngageCustomer.com
www.ebm.media Live events proudly organised by Engage Business Media Ltd