2019 Customer Engagement Transformation Conference by Engage Business Media

OFFICIAL EVENT GUIDE

Why change is the new imperative

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ORGANISED BY:

The Team EDITORIAL Steve Hurst Editorial Director steve.hurst@ebm.media 01932 506 304 Elizabeth Akass Editor lizzie.akass@ebm.media 01932 302 113

MARKETING Katie Donaldson Marketing Manager katie.donaldson@ebm.media 01932 506 302 Sophie Smith Marketing Executive sophie.smith@ebm.media 01932 302 112

Welcome A very warm welcome to our Customer Engagement Transformation Conference. Today’s CPD accredited case study driven conference is now in its fifth year and brings into sharp focus the imperative for organisations to constantly evolve their customer engagement strategies. Our constantly connected customers, their expectations, their journey, and the ways in which they interact and work with organisations are continuing to change and organisations must also transform if they are to thrive in this Brave New Customer World.

SPONSORSHIP

The pace of what is often technology-driven change is accelerating, and organisations that do nothing in terms of customer engagement transformation are effectively moving backwards.

Dominic Stone Sponsorship Sales dominic.stone@ebm.media 01932 506 303

Underpinning all of this is the fact that it is our people who deliver on the customer experience and without the right people and culture in place all the technology in the world will not effectively deliver on transformation.

Dale Ayliffe Sponsorship Sales dale.ayliffe@ebm.media 01932 302 110

Dan Moran Sponsorship Sales dan.moran@ebm.media 01932 506 303 Pascal Van Huffel Sponsorship Sales pascal.vanhuffel@ebm.media 01932 506 308

MEMBERSHIP

We fall behind the expectations, preferences and needs of our customers at our peril. Nobody is too big to fail. This conference will focus firmly on the key issues, challenges and opportunities around engaging our customers – and our people – and includes world class case studies, expert opinion and analysis, panel discussions and high-level interactive networking and innovative polling technology. Real life end user case studies of course take pride of place in the agenda at today’s conference and our delegates will learn about the customer engagement transformation strategies of organisations as diverse as Netflix, O2, Virgin Holidays, Direct Line, Network Rail, Google, Brompton Bicycles, Bought By Many, BBC Studios, giffgaff, and many more.

Jamie Ross Delegate Sales jamie.ross@ebm.media 01932 506 306

Our Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace, and engage more closely, with their customers.

Michael Duckham Delegate Sales mike.duckham@ebm.media 01932 506 307

Our aim is for our delegates to leave this Conference armed with all the tools, techniques and insight they need to implement effective and successful long-term customer engagement strategies. Have a great day.

FINANCE Sabrina Clarke Finance Manager finance@ebm.media 01932 500 103 Jenna Pollard Accounts Executive accounts@ebm.media 01932 428 542

Steve Hurst, Editorial Director

CustomerEngagementTransformation.com @EngageCustomer #EngageConferences EngageCustomer.com Customer Engagement Transformation Conference is organised by Engage Business Media Ltd. Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

MANAGING DIRECTOR Nick Rust nick.rust@ebm.media 01932 506 301

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

Rich her Insights Sma arter Decisions Fastter Decisions s With Conﬁrmit’s Customer Experience solution you y can: Listen to the Vo oice of th he Customer wherever your customeers are Provide insights that em mpower people to change theirr world Ta ake actions that deliveer real and measurable business change c

Contents Visitor Information

Sponsored by

How to Assess your Customer Service Maturity - A Practical Approach to Improving Customer Service Operations. In this interactive workshop session, Ian will share on why customer service maturity matters and introduce how you can measure it using Forrester’s maturity model. He will guide you through a comprehensive self-assessment where you’ll be able to identify strengths and/or discover opportunities for improvement. Ultimately providing results that will help you build a roadmap of enhancements based on cost or opportunity. You will also learn about market leading organisations that have modernised and transformed their customer experience with ServiceNow.

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Session Time: 14:00 - 15:30

Ian Ashby, Customer Service Transformation Leader, ServiceNow

Sponsored by

Book your place: If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first served basis and we advise you to book early as places are very limited.

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Plenary 09:00 Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting 09:05 Translating Customer Behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy

09:25 Becoming Millennial - Transforming Customer Experience Expectations Across All Generations Andrew Hall, UK Evangelist, Odigo

Hall 1 10:55 Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

Transformation - Our People and our Customers - Part One 11:00

Vue Case Study: Contact Centre Transformation Julie Roberts, Customer Service Manager (UK&I), Vue Entertainment

11:20

CX Fixer-upper: How a Listening Audit could hold the Key to Renovating your Programme Phil Durand, Director, Customer Experience Management, Confirmit

11:40

O2 Case Study: Putting Customers at the Heart of our Business Emma Postill, Head of Voice of the Customer & Measurement - Customer Experience, O2

Personalisation of the Customer Experience - Part One 12:00 BBC Studios Case Study: Who Really is the Customer here? Andrew Moultrie, Managing Director, Consumer Products and Publishing, BBC Studios 12:20 Virgin Holidays Case Study: From a Sales-first to a Service-first Model – The role of the Thoughtful Expert Martin Henderson, Head of Overseas Operations, Virgin Holidays 12:40 Transformation and Growth at Vogue: An Audience-first Approach Sarah Marshall, Head of Audience Growth, Vogue International 13:00 Lunch and Networking

Transformation - Our People and our Customers - Part Two 14:00 Netflix Case Study: Connection as a Culture Dekyi Boorsma, Head of Customer Service EMEA, Netflix 14:20 The green dude, Pacman and an OBE (not mine)! Michael Hubbard, Operations Manager, Dwellant 14:40 Using Customer Engagement to Improve Lives for People Living with Sight Loss and a Range of Other Disabilities Louise Ferguson, PA to CEO, Henshaws

Robotics, AI and Digital Customer Engagement 15:00 Engaging Customers through the 5th Industrial Revolution Matthew Gardiner, CEO, Catch London 15:20 AI and Machine Learning in Loyalty Programmes Zuzanna Martin, Consultant, Comarch 15:40 Look who’s Talking: Persona in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google 16:00 Coffee and Networking

The Rise of Customer Service Design 16:30 Membership EconomicsTM: How to make Money from Membership and Subscriptions Sam Jordan, Executive Vice President, North America, Manifesto 17:00 Southeastern Railway - The Best Design is No Design Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway

17:30

Chair’s Closing Remarks

17:40

Drinks and Networking

09:45 Tottenham Hotspur F.C. Case Study: Transforming the Customer Experience ‘The Spurs Way’ Nick Brice, Keynote Speaker, Facilitator and Consultant, 360 Degree Vision

10:05 2030 Vision: Keying into the Future of Customer Experience Moira Clark, Professor of Strategic Marketing and Director, Henley Centre for Customer Management 10:25 Coffee and Networking

Hall 2 10:55 Chair’s Opening Remarks Manuela Pifani, Consultant, Facilitator & Blogger, CXellence Consulting

Customer Engagement Transformation in Financial Services and Retail 11:00

11:20

Feedback Culture: Making Better Informed Decisions with Voice of Customer Data Tom Thyroff-Kohl, Senior User Experience Consultant & Lukas Banys, Voice of Customer Consultant, Usabilla

11:40

Making Direct Line Group’s Customer Ambition a Reality Katrina King, Head of Customer Value Strategy & Performance, Direct Line

Technology and Customer Engagement - Part One 12:00 The two As in AI: Artificial and Augmented Intelligence Sandra Schroeter, International Head, Customer Engagement Technologies, Bold360 12:20

Brompton Bicycles Case Study: From Manufacturer to Multichannel – how an Iconic British brand is Embracing the Customer Harry Mann, Head of Customer Experience, Brompton Bicycles

12:40 Delivering Connected Experiences that spark Imagination, create Conversation, and drive Pipeline Claire Carsberg, Managing Director, JPC 13:00 Lunch and Networking

Personalisation of the Customer Experience - Part Two 14:00 NHS Case Study: Scaling Personalisation with Behavioural Science John Grumitt, CEO, Changing Health 14:20 Inner Circle Case Study - Offering Singles a Refined Dating Experience Michael Krayenhoff, COO and Founder, The Inner Circle 14:40 Insights about Loyalty to help Nurture your Customer Evangelists Richard Spencer, Director, About Loyalty

Digital Customer Engagement Transformation 15:00

The Mobile Network run by its Members David Caton, Head of Proposition, CRM & Loyalty, giffgaff

15:20

15:40

How to create a shop floor Employee Advocacy Platform for your shop floor Colleagues to Provide an Exceptional Customer Service over Twitter Pete Doyle, Founder & CEO, SocialRetail Group

16:00 Coffee and Networking

Technology and Customer Engagement - Part Two 16:30

Customer Experience & Digital Transformation – Separated at Birth, Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard

16:50

Will SMART data take Customer Experience to the next Level? Christopher Brooks, Customer Excellence, Enzen

17:10

Can you create an Insurance Company that People Love? Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many

17:30 Chair’s Closing Remarks 17:40 Drinks and Networking

Lower Level 2

STAIRS

HALL 1

HALL 2

Hall 1

Hall 2

Transformation - Our People and our Customers - Part One Personalisation of the Customer Experience - Part One Transformation - Our People and our Customers - Part Two Robotics, AI and Digital Customer Engagement The Rise of Customer Service Design

Customer Engagement Transformation in Financial Services and Retail Technology and Customer Engagement - Part One Personalisation of the Customer Experience - Part Two Digital Customer Engagement Transformation Technology and Customer Engagement - Part Two

Delivering loyalty innovation Comarch has more than 20 years of experience in designing and implementing state-of-the-art IT solutions. We support large enterprises by delivering an extensive set of IT solutions and professional services which helps create and manage unique, personalized loyalty programs. Not only can our products, which were specifically designed for all members of the loyalty value chain, improve the quality of business processes in a given company but also significantly reduce the time and cost of these operations. In the end, any enterprise can enhance its customer experience and establish an active form of communication with its clients. Comarch has gained its experience from working with some of the biggest brands and organizations in the world which include airline holding companies, large telecoms, financial institutions, retailers and others. Among the most recognizable names using Comarch’s solutions are JetBlue Airways, London Heathrow Airport, and BP. Our extensive offer also includes Data Analytics and Customer Engagement systems based on the gamification model which increases the overall profits and strengthens the relationships between customers, partners and the brand.

Lower Level 3 Expo Hall, Focus Groups & Refreshments

8 7

SPONSOR & EXPO HALL

FOCUS GROUPS

4 3

Contact: T: 0118 207 0660 W: www.eptica.com

Contact: George Xenoudakis T: 0118 951 3971 E: george.xenoudakis @equiniti.com W: www.equiniti.com

Contact: T: 0207 851 8490 W: www.bold360.com

Contact: T: +12 684 10 00 E: info@comarch.com W: www.comarch.com

Contact: W: www.odigo.com

Contact: T: +312 0261 6355 E: support@usabilla.com W: www.usabilla.com

Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com

Contact: Ryan McKenna T: 020 7326 5980 07825 413 674 E: hello@thinkjpc.com W: www.thinkjpc.com

Networking Drinks Expo Hall 17:40 17

Plenary Chair’s Opening Remarks

09:0009:05

Martin Hill-Wilson, Founder, Brainfood Consulting

09:0509:25

Colin Shaw, CEO & Founder, Beyond Philosophy

Translating Customer Behaviour into £££

Plenary

To move your Customer experience to the next level you need to move your thinking to the next level. Colin will reveal how behavioural science shows us the massive difference between what Customers say and what they do. He reveals why you should ignore what Customers tell you and instead look at what they do and then critically how to interpret this to gain most value (£) for your organisation. One thing for certain is Colin will stimulate your thinking and help you move your Customer Experience to the next level. Colin is acclaimed, by others, as being a world Thought Leader in Customer Experience and Marketing. LinkedIn names Colin as one of the world's top 150 business influencers. As a result of his work Colin has now over 276,000 followers on LinkedIn. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world. Brand Quarterly readers voted him as one of the 'top 50 Marketing Thought Leaders Over 50' for two years in a row. As a result of this and creating ROI in many of their clients, the Financial Times has recognised his company, Beyond Philosophy LLC, as ‘one of the best management consultancies in the UK’. Under Colin's leadership Beyond Philosophy LLC has been engaged by many of the world's most prestigious brands to help them move their Customer Experience to the next level. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology. Colin is a proliﬁc blogger and has written six bestselling books on Customer Experience and has been a commentator on CNN, BBC TV, NPR, LBC to name a few. Colin co-hosts the highly successful podcast The Intuitive Customer.

09:2509:45

Becoming Millennial - Transforming Customer Experience Expectations Across All Generations Andrew Hall, UK Evangelist, Odigo Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation. Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success. For long-standing businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity. Andrew leads Innovation and acts as the UK evangelist for Odigo UK, a leading omnichannel customer engagement SaaS solution. He has over 20 years of experience in helping organisations to transform and grow the way they engage and support their customers, whilst delivering measurable business outcomes. Working with some of the world’s most successful brands across multiple sectors including Financial Services, Insurance, Retail, Outsourcing, Technology, Energy and Utilities, has provided him insights into the challenges organisations face today and the journey many are on to deliver new innovation and disruptive customer engagement strategies.

09:4510:05

Tottenham Hotspur F.C. Case Study: Transforming the Customer Experience ‘The Spurs Way’ Nick Brice, Keynote Speaker, Facilitator and Consultant, 360 Degree Vision Doing things ‘The Spurs Way’ means being a person with real drive, who is daring, but also goes about their work with respect for other people. How critical are these qualities in designing, building and opening a state-of-the-art 62,060 stadium, costing around £850million…and setting a new benchmark for hi-tech stadium experience design?

Plenary The ‘old’ White Hart Lane stadium, whilst rich in history and character, was a very different environment. Somewhat old fashioned, relatively cramped, an aging hospitality offer. The new stadium, often referred to internally as ‘our new Spaceship’ was to be a flexible space for football, NFL, concerts and a range of conferences and other events, with two interchangeable pitches built in and an extraordinary range of innovative digitally enhanced customer experiences. History has shown us how easy it is to create a great building…but one with little or no life or soul as operational considerations take centre stage at the expense of people – or in this case, a team of astronauts! The new Tottenham Hotspur Stadium is so much more than bricks and mortar and some new technology. The vision? To create innovative 6-star experiences; for everyone, every time. How did the Spurs team manage this transformation in a single season and achieve record levels of performance across a range of key metrics?

10:0510:25

2030 Vision: Keying into the Future of Customer Experience Moira Clark, Professor of Strategic Marketing and Director, Henley Centre for Customer Management This session will utilise insights from Moira Clark’s latest research from the Henley Centre for Customer Management into how innovation and technology is significantly impacting the future of CX. Specifically, she will consider: • Who is the customer of the future? • The importance of transformative thinking • How are disruptive technologies shaping consumer behaviour? Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management (www.hccmsite.co.uk). Moira’s major area of research is in Customer Management, Relationship Marketing and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention. She has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. Moira is a sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

10:2510:55

Coffee and Networking

Plenary

Nicholas JS Brice is a keynote speaker, facilitator and consultant who has worked at the forefront of customer experience transformation since 1983, when as a young leader at American Express, he worked to study and adapt part of the British Airways customer experience transformation strategy for Amex Europe, Middle-East and Africa region – part of a business travel-related services strategy that produced record pre-tax proﬁts. Alongside Time Manager International, he helped the team responsible for the concepts and tools of moments of truth, touchpoints, internal customers and customer journey mapping with a wide array of blue-chip clients across all sectors. He has led and supported a wide range of major culture change and customer experience development programmes over three decades in a range of sectors including clients such as Unipart, American Express EMEA, Sun International Lost City and Atlantis, Toyota Europe, Japan and USA. Most recently, he has in recent years supported customer experience transformations at the American Express Community Stadium (Brighton and Hove Albion FC) and the new Tottenham Hotspur Stadium. Nicholas has received National Training Journal Gold awards for his work in change management, learning partnership and leadership development with his company 360 Degree Vision. He’s also an award-winning theatre producer/director with his own production company and has spent 15 years directing sell-out productions at the Edinburgh Festival. He is co-author of the marketing text ‘Brand Alchemy’ with S. Mitterer (Blackhall), a book about driving branded experiences through people.

Hall 1 10:55 11:00

Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

Hall 1

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omnichannel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front ofﬁce (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

Transformation – Our People and our Customers – Part One 11:0011:20

Vue Case Study: Contact Centre Transformation Julie Roberts, Customer Service Manager (UK&I), Vue Entertainment The presentation will cover the case study of how Vue Entertainment UK&I used data and insight from numerous sources including the My Trip to Vue guest satisfaction survey, to create a Customer Service strategy for the outsourced contact centre We will discuss the innovative technology roadmap which includes; • Omni channel CRM • Natural language IVR • Visual IVR • Live chat payments • Live chat optimisation • And how we used IVR insight to create a chatbot We will demonstrate how we improved service, reduced customer effort, increased first contact resolution and drove contact centre CSAT, whilst reducing contact centre volumes and channel shifting customers into the digital journey The last part of the case study will identify the key learning’s, from the project including some off our “ah ha” moments as well as challenges in the change and transformation. Julie Roberts has been Customer Services Manager at Vue UK&I since February 2017 where she is responsible for the overall customer service strategy and the deployment of new technology into the outsourced contact centre. She was previously Head of Customer Service at Picturehouse Cinemas, where she was part of the team that successfully implemented a transformation and technology upgrade at the in-house Picturehouse contact centre. Prior to beginning her career in customer services, Julie worked as an airframes aircraft engineer at London Heathrow for airlines including Saudi Arabian Airlines, BMI and Cathay Paciﬁc. This has given her a unique perspective on, and approach to, the issues faced in customer services and how to deliver meaningful and manageable change.

Hall 1 11:2011:40

CX Fixer-upper: How a Listening Audit could hold the Key to Renovating your Programme Phil Durand, Director, Customer Experience Management, Confirmit A green field site for a customer experience programme is a rare thing these days. Almost every CX professional is dealing with some legacy elements. Some which give you a great foundation to build on. Some which, let’s be kind, have seen better days. In this session, Phil Durand, Customer Experience Management Director, Confirmit will help you to look at your CX programme like a great house. A fixer-upper with tremendous potential, but probably in need of some TLC. Phil will be discussing: • • •

Ways to conduct a listening inventory to help you establish exactly what you are asking customers, where you’re asking it, and how (the results will surprise you!) How to think differently about customer feedback, focusing on connecting data not constantly collecting more Different approaches to starting your programme renovation. Whether you just need a bit of window-dressing or a total re-modelling.

Join us to learn how you can be the architect of CX success!

11:4012:00

O2 Case Study: Putting Customers at the Heart of our Business Emma Postill, Head of Voice of the Customer & Measurement - Customer Experience, O2 Against a backdrop of economic uncertainty and increasing competition, O2 stands laser-focused on one thing: the customer. This presentation covers the work the O2 Customer Experience team have done over the last 12 months to ensure that the customers stays at the very heart of the O2 business. It’s impossible for any Customer Experience team to drive a customer-led culture alone; it needs each and every person across the company to understand and empathise with customers, regardless of their role. It’s all about capturing your people’s hearts and minds, and giving them the tools they need to deliver an exceptional customer experience. Educating and engaging the business to ensure that customers are considered every single day in every area from product or process design to HR and finance right to advisors on the front-line who speak to customer every day. Come along to hear O2’s story. Emma is a passionate and driven Customer Experience Professional with 20 years’ experience in the Telco industry. She works for O2, heading up the Measurement and Voice of the Customer Team. She has led multiple Customer Experience programmes including cultural change, insight and analytics, root cause analysis, and embedding customer-led principles across organisations.

Hall 1

Phil has worked in customer experience measurement for 20 years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change. He firmly believes that insight is only important when a business focuses on what it means, why it matters – and crucially – what they’re going to do about it. His real enthusiasm has always been for the creation of engaging programmes that motivate a business to improve. This is about creating a competitive advantage while staying true to the customer voices heard. He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms.

Hall 1 Personalisation of the Customer Experience - Part One 12:0012:20

BBC Studios Case Study: Who Really is the Customer here? Andrew Moultrie, Managing Director, Consumer Products and Publishing, BBC Studios Anecdotes and experiences from a colourful career across the globe. 1. 2. 3. 4. 5.

If your own people aren’t engaged then how on earth can your customers be? Are you really listening? No really, are you listening? What are you going to do about it? Top five engagement blockers and hacks to deal with them. Staying engaged.

Hall 1

Originally from New Zealand, Andrew read Politics and Psychology before flipping degrees and entering into a world of commerce and advertising. Through a colourful career that has spanned the globe, Andrew has had the privilege to work with an impressive portfolio of companies including Nike, Goldman Sachs, Pepsi International, Warner Bros. and the BBC. Now at BBC Studios, Andrew oversees a portfolio of businesses including Home Entertainment, Interactive Gaming, Licensing, Publishing and Audio. Andrew also has marketing and creative teams that support his consumer products businesses and provide a vehicle to express the frustrated creative director in him. Andrew is passionate about culture, people, and developing emotional intelligence in leadership. He is constantly challenging ways to engage those that work with him in order to realise their full potential. Andrew, an avid surfer and adventure sports enthusiast, is married to Caroline and a proud father of Eva, six, and Jack, four.

12:2012:40

Virgin Holidays Case Study: From a Sales-first to a Service-first Model – The role of the Thoughtful Expert Martin Henderson, Head of Overseas Operations, Virgin Holidays Time spent on holiday is very precious indeed, that’s why at Virgin Holidays they set out to transform their in resort offering from a traditional sales driven model to one with customer service at its core, serving the customer on their terms, where the customer decides how and when they interact. Hear how they have responded to the changes in their customers’ behaviour to deliver an experience led service that better serves the needs of today’s holiday makers. Martin is currently Head of Overseas at Virgin Holidays, where he has transformed the company’s in resort offering from a sales to a service centric model, where the customer is in control of how and when they interact with their resort Experts. His key goal is to ensure that customers have the best holiday experience possible, in a way that is right for them as individuals. As well as Virgin Holidays, he has previously held roles with Tui, Galileo, The Adventure Company and Travelbag, so you could say travel is in his blood. Strange, considering he set out to become a carpenter.

Hall 1 12:4013:00

Transformation and Growth at Vogue: An Audience-first Approach Sarah Marshall, Head of Audience Growth, Vogue International How the global family of Vogue sites are growing audiences by studying why people are consuming stories as well as looking at the data behind what they are reading Sarah Marshall is Head of Audience Growth at Vogue International, responsible for the on-site and social growth of the 11 Vogue sites that are wholly owned by Condé Nast International. She is also a visiting lecturer on the Interactive Journalism MA at City University, London. Before joining Vogue in 2017 she was head of audience development, EMEA at The Wall Street Journal. Sarah is a director of Hacks/Hackers London. Hacks/Hackers is a global movement of journalists and technologists who get together with the aim of "rethinking the future of news and information". Sarah was technology editor at Journalism.co.uk where she reported on the news industry. Sarah has worked as a journalist in print, TV, online and radio. She has a BSc degree in Anthropology from University College London and a Postgraduate Diploma in Broadcast Journalism from City University, London.

13:0014:00

Lunch and Networking

14:0014:20

Netflix Case Study: Connection as a Culture Dekyi Boorsma, Head of Customer Service EMEA, Netflix Customer engagement – where do you start? In a space where we are all focused on creating meaningful conversations with our customers, the best starting point is usually to listen. What to listen for and how to then translate that into engagement is a process that requires focus, selectiveness, and empowerment to allow for a true connection to be established. In this case study, we will share some background into how that has looked for Netflix as it transformed itself as a business, and talk about how we try to bring this connection to life in the customer support environment as we discuss our testing rigor, measuring what is meaningful, and empowering both customer and agent. Currently: leading the Netflix Customer Support Operations for the EMEA region from an operational and strategic point of view, focused on optimising and expanding strategic partnerships and balancing a fairly process agnostic approach in a traditionally process heavy industry. Previously: various positions within the publishing industry under the Time Warner / Time Inc. umbrella, spanning from Key Account Management for some of the world’s greatest magazine brands to heading up international Order to Cash processing to leading the Customer Care team for EMEA. Through these various positions and this varied experience, continuous improvement and a solid belief in the human ability to learn have been a constant focus.

Hall 1

Transformation – Our People and our Customers - Part Two

Hall 1 14:2014:40

The green dude, Pacman and an OBE (not mine)! Michael Hubbard, Operations Manager, Dwellant A look back at how RHP went from providing social housing in Richmond to leading the way in the employee engagement and customer service. A whistle stop tour looking at five years at RHP and how they took their analog service and created a modern workplace fit for the future. This talk will cover the twists and turns faced by a company aiming to be the best the in the UK. It will tell a story covering how a vision was turned into reality and hurdles that had to be cleared. It will make you think about how you treat your employees and get the most from them and hopefully plant a seed oh how your can find clear blue water for you to take your organisation.

Hall 1

I'm a Customer Service Coach and Manager who worked for a leading customer service organisation for ﬁve years, I've also 10 years experience in the leisure and travel industry. I've managed an expert team in a small contact centre and I've previously managed residential adventure centres. My recent focus has been on channel switching and CRM continuity. I enjoy focusing on mentoring and coaching, problem identiﬁcation & resolution, service development, and data analysis. I've been part of a brilliant company who achieved 1st place in the Great Place To Work medium category. Being part of this has allowed me to see how important it is to get your people approach right. Get your people right and rest follows.

14:4015:00

Using Customer Engagement to Improve Lives for People Living with Sight Loss and a Range of Other Disabilities Louise Ferguson, PA to CEO, Henshaws Henshaws is a charity supporting people living with sight loss and a range of other disabilities to go beyond expectations. We believe that, wherever they are, everyone has the right to an independent and fulfilling life. Our support, advice and training enable people and their families to build skills, develop confidence, help each other and look forward to a more positive future. As well as face to face services, Henshaws has developed a Digital Knowledge Village which give people a place to access its knowledge and expertise through videos, blogs, resources and eBooks to learn about everything from apps and technology to our useful Life Hacks. The presentation will cover Henshaws journey on the route towards increased digital transformation and how positive engagement truly has the power to improve lives for those people living with sight loss, their caring networks and industry professionals to better support their client base. The use of customer engagement and models of support utilised will be covered including our award winning ‘Pathway to Independence’. Planned outcomes and quality assurance will be covered alongside the charity’s ambitions for commissioning services throughout the 10 Greater Manchester local authority areas through Devolution Manchester. Louise is the Executive Assistant to the CEO at Henshaws - A charity which helps people with visual impairment and a range of other disabilities to 'go beyond expectations'. Louise was instrumental in the development of the Henshaws First Step Service - a Matrix Accredited Information, Advice and Guidance Service for people with visual impairment (and or other disabilities), their caring networks and Professionals in the sector. Previously in positions which include Strategic Lead at a local Community Development Trust, Sponsorship Consultant for the Co-operative Group and a number of marketing roles. Through these various positions; governance, risk management, communication strategy, business planning and transformation, ensuring positive customer experience, quality assurance and driving continuous improvement have been key features.

Hall 1 Robotics, AI and Digital Customer Engagement 15:0015:20

Engaging Customers through the 5th Industrial Revolution Matthew Gardiner, CEO, Catch London The future is here in 2019. We’re living through a revolution in customer engagement infrastructure: AI driven predictive marketing, instant payment rails with facial recognition ID, real time insights across 512,000 transactions a second, and 360,000 hours of processing time cut right down to six seconds, all streaming through customers and robots devices. Step on a journey through rapidly shifting pools of gravity driven by leading AI CX from all corners of the globe.

Matthew Gardiner advises corporations, Tier I banks, Fintechs and investors on digital assets and AI and driven CX innovation.

Matthew is visiting faculty at Cass Business School and The Asian Banking School. He sits on the Financial Services Advisory Board of Yoti, an advanced ID application and is and a core team member of Techfugees, a global ﬁnancial inclusion charity.

15:2015:40

AI and Machine Learning in Loyalty Programmes Zuzanna Martin, Consultant, Comarch From data quality to personalisation, to customer acquisition, retention and beyond. How AI and ML in loyalty and engagement programmes will anticipate the needs and desires of customers ahead and shape the customer experience of the future Passionate and results-oriented Comarch Consultant with global professional experience working in Australia, SE Asia and Europe with a track record in delivery of proﬁtable growth. Creative and inspirational individual focused on building strong relationships with diverse experience in technology, marketing and law.

Hall 1

Matthew previously worked in PwC’s Global Advisory practice. He has recently spoken at Next Money EMEA, APAC and MENA, Google, Barclays, HSBC, O2, Samsung, Techstars, Transferwise, Money 2020 Europe and Asia, Bank of China, TenCent, Alipay, The Global Leaders Forum, Institutional Investor Geneva and Benelux, TEDX Roma, Gianni Origoni – Rome, Arendt – Luxembourg, KWM, Finnovasia, Wespac, Macquarie, Telstra, Wesfarmers, Quantas, AIM Abu Dhabi, ArabNet, GIF Kuwait, Diwan of Royal Court, Oman and The Turing Trust.

Hall 1 15:4016:00

Look who’s Talking: Persona in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google 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 2 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. In this talk, Wally Brill, Google’s Head of Conversation Design Advocacy and Education, will explain • What persona is and why it’s important • How it relates to brand identity • How to design one to represent the brand in conversational interactions Conversational interfaces and intelligent, connected devices are new channels for brands to communicate with their customers. Learn how to maintain brand identity and help users succeed.

Hall 1

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the ﬁrst VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now as Head of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the Google Assistant.

16:0016:30

Coffee and Networking

The Rise of Customer Service Design 16:3017:00

Membership EconomicsTM: How to make Money from Membership and Subscriptions Sam Jordan, Executive Vice President, North America, Manifesto Membership Economics is a new look at the business model sitting at the heart of companies competing in the hotbed that is the Membership Economy. This phenomenon has emerged as new businesses have transformed industries by creating valuable relationships with customers, who are swapping ad-hoc transactions for an ongoing commitment with them. This often comes in the form of monthly subscription fees – think Netflix, Dollar Shave Club, Amazon (Prime), Salesforce and The Wall Street Journal. There are many ways to monetise these customer relationships in addition to subscriptions but the thing that’s common to all of them is the importance of engagement. Sam Jordan, the EVP of Manifesto Growth Architects, will take delegates through his Membership Economics equation, including each element of the revenue streams, customer experience creation and engagement necessities. A focal section will be on a key investment stream: customer engagement. Sam will discuss why membership and subscription businesses should dedicate time and budget to engage customers and giving them reasons to stay, not just trying to find ways to stop them leaving. There will also be in-depth information shared on what is driving the Membership Economy in the current climate, with results from the industry-wide survey undertaken by Manifesto Growth Architects on current adoptions and attitudes towards commercial growth using membership and subscription models.

Hall 1 Sam joined Manifesto in 2016 to lead the new US operations based in New York. He works with leading media, ﬁnancial services and B2B clients consulting on new business models, customer proposition development, marketing strategy and building membership businesses. His clients include The Wall Street Journal, Storyful, 21st Century Fox and UBS. Before joining Manifesto, Sam spent three years leading a specialist B2B consultancy, also in New York, working with Western Union Business Solutions, Merck, Juniper Networks and CenturyLink, winning record numbers of industry awards. Prior to this Sam was based in London, holding partner and managing director positions at agencies and consultancies owned by Engine and MSQ Partners. He worked extensively across business, brand and marketing strategy with companies including American Express, Unilever, Johnson and Johnson, Investec, Dixons Retail and Telia Sonera. Sam is a graduate of UMIST and Manchester School of Management.

17:0017:30

Southeastern Railway - The Best Design is No Design Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway

Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

Diane is an experienced and successful driver of change, resulting in improved employee engagement, customer experience and commercial performance. She has worked across a number of sectors including retail, media and transport. Diane is able to engage and inspire colleagues through collaboration and building relationships across the organisation, in pursuit of a common vision. She is currently working with Southeastern Railway to deliver their best customer experience.

17:30

Chair’s closing remarks

17:40

Drinks and Networking

Hall 1

Southeastern is one of the UK’s biggest and busiest commuter railways, carrying more than 640,000 passengers per day from Kent and East Sussex and South East London – that’s more than 170 million passenger journeys every year. We employ over 4,000 people to operate over 2,000 trains a day, serving 176 stations and covering 540miles of railway infrastructure. Southeastern’s approach to customer experience design has been grounded in understanding our customers’ wants and needs and our brand values, articulated through our customer journey map and some core design principles. One of our key success factors is to provide our front line teams with “freedom in a framework” to develop their own action plans based on their own expert knowledge of their area and their customers. Taking the approach even further, we developed our Ambassador role, where the design is not focused on the role but on the recruitment, empowerment and the toolkit we give them Diane and Alvin will talk about how we developed the programme, how we used journey mapping and customer insight to develop frameworks and how we built buy-in and engagement with front-line staff through co-creation. And they will also explain how the Ambassador Programme typifies the concept of the best design is no design.

Hall 2 10:55 11:00

Chair’s Opening Remarks Manuela Pifani, Consultant, Facilitator & Blogger, CXellence Consulting Manuela is a multi-award winner and CCXP certified executive-level consultant, facilitator and blogger with a strong track record of over 15 years experience as CX Director leading and transforming the customer experience for FTSE100 international organisations in Financial Services and Retail. Passionate, results-oriented and engaging at all levels, she has a reputation for creating strong CX capabilities, leading strategic and tactical CX transformation programmes and influencing Executive Boards to embed customer-centricity in the organisation’s DNA. These results were recognised through 18 prestigious cross-sector CX awards, including UK CX Professional of the Year 2015. In early 2018, Manuela launched her own consultancy, CXellence Consulting, to apply her passion for building customer-led businesses to helping a broader number of organisations in their CX transformation journey. Her consulting clients currently span from large corporates in the Financial Services and Retail sectors, to the Public sector, CX consultancies and solutions providers across several European countries. Before founding CXellence, Manuela worked for five years at Direct Line Group, where she set the overall customer strategic direction and created award-winning CX measurement and journey design capabilities, which informed extensive customercentric business and cultural transformation and generated notable customer and business value. Prior to that, she established new CX management and service improvement processes for Barclays and Royal Bank of Scotland, and more recently, Manuela led the development of the transformational GoodHome brand and customer strategy for the Kingfisher Group across nine countries and contributed to a strategic review of the online and offline customer journeys and a new strategy for the future retail stores for the European home improvement market.

Hall 2

Customer Engagement Transformation in Financial Services Media and Retail 11:0011:20

Nectar Sleep Case Study: A Journey of Transition: From small Transactions for Highly Emotional Occasions to High Value Transactions by Emotional Consumers Ruth Genelazo, Head of CS & Experience, Nectar Sleep Delving through the mind of the Moonpig customer who is purchasing for a highly emotional occasion vs the Nectar Sleep customer who is making an emotional purchase for themselves. Sharing the journey and learnings of transition from one customer base to the other. Examining the tools and techniques that proved to be effective and successful at engaging our customers. Looking forward to what it will take to keep up with technology and our customers as we look to achieve our growth ambitions. Mother to an 18 year old ﬁnishing A-Levels and a 13 year (who acts like she’s 16). Wife to a Chef, enjoys travelling and eating (may not necessarily be in that order!). In charge of making sure our customers have a frictionless journey are listened to and feel valued. A Customer Experience professional with over 15 years’ career history with strategic, operational and project management expertise. Customer champion and a proven track record of driving successful change and transformation. Was Head of Global Reservations for Marriott and Ritz Carlton Hotels for Europe for seven years, then Head of Customer Service for Moonpig for eight years and for the last year Head of Customer Service and Experience for Resident- UK/Europe. Steered through Data Breach, Product Recalls, Peak Seasonality (x5 daily volumes) and Crisis Management - Introduced outsourcing, gift expansion, and new technology for a customer base of over 5 million active customers - received over 23,000 contacts on one day (Valentines Day). Highest levels of NPS scores of over 65 and Call handling and CSAT over 90%.

Hall 2 11:2011:40

Feedback Culture: Making Better Informed Decisions with Voice of Customer Data Tom Thyroff-Kohl, Senior User Experience Consultant & Lukas Banys, Voice of Customer Consultant, Usabilla With over 10 years of experience fuelling top enterprises in the financial and retail sectors, we have a pretty great idea of what keeps teams up at night. Though we all seem to grasp the importance of embracing customer centricity within our day-to-day jobs, making this a reality as an organisation is another story. How can you discover exactly what your customers are looking for? In this session, we’ll explore exactly what we mean by customer engagement while showing you how and why to gather and analyse in-the-moment feedback. The result? A better understanding of what your customers really think so you can give them what they really want. Tom currently works with UX researchers and designers and product and ecommerce teams in the ﬁnance, retail and travel industries who utilise Usabilla’s Website, App and Email products to deliver customer-centric user journeys. Before joining Usabilla, Tom worked closely with the product team at Eve Sleep, launching the company's German and Swiss ecommerce shops. In this role, he ran A/B tests and conducted user research and daily data analysis to prime the business for its IPO in March 2017.

Lukas is currently a Voice of Customer Consultant at Usabilla. Having had extensive experience across the ﬁnancial services sectors in both the UK and Baltics, Lukas works with customer experience teams on incorporating in-the-moment feedback throughout the various parts of the digital user journey. Lukas holds a BA in Business Management from Glasgow Caledonian University.

Making Direct Line Group’s Customer Ambition a Reality

Hall 2

11:4012:00

Katrina King, Head of Customer Value Strategy & Performance, Direct Line Insurance can often be considered a highly commoditised industry, with customers perceiving little difference between companies. Direct Line’s ambition is to stand for something different, our customer experience. Direct Line believes an excellent customer experience doesn’t depend on a single element, but rather on a carefully designed system of activity. The past five years have been spent ensuring these parts integrate to deliver a customer ambition and single mission, from the board to the front line. Most importantly, customers are experiencing the change and Direct Line is well on the way to achieving its customer ambition……come and hear how! Katrina joined Direct Line Group (DLG) in March 2012 and as Director of Customer Value & Experience is responsible for all direct to customer marketing, the delivery of all customer policy documentation and the delivery of DLG's customer experience strategy and measurement. A key focus for Katrina has been the development of DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers. Her current focus is on embedding DLG’s customer experience pillars as an “internal currency” to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation. Prior to joining DLG Katrina worked in Australia, consulting to numerous general insurers, across both strategy and operations. She has an MBA from Harvard Business School and Bachelor's Degrees in Commerce and Engineering from the University of Melbourne.

Hall 2 12:0012:20

Technology and Customer Engagement – Part One The two As in AI: Artificial and Augmented Intelligence Sandra Schroeter, International Head, Customer Engagement Technologies, Bold360 Technology and especially Artificial Intelligence is changing the way we live our lives. We can observe its impact on consumers, employees and businesses today, with technology often being the enabler of newer and better experiences. In times of an abundance of choice for consumers, tuning in on the Voice of the Customer is no longer an opportunity, but a necessity to win their business. Consumers want personalised experiences delivering immediate value throughout their entire journey – online and in-person. Technology is giving businesses the ability to meet these demands at scale, so customer expectations aren’t just met but exceeded. In this presentation, we will share our global Customer Experience report, look into the role of AI in customer engagement, and paint a vision of the triangular collaboration of customers, agents and AI. We will shine a light on how AI will support and augment your people encouraging them to embrace a culture of AI. Sandra Schroeter is International Head, Customer Engagement Technologies at LogMeIn. She is responsible for Bold360, LogMeIn’s AI-powered digital engagement solution that allows companies to engage smarter with customers and employees. Sandra is an ambassador for this technology, which is helping businesses like Zalando, RBS, and Thomas Cook to create better customer experiences and to unlock the potential of the modern workforce. With more than 15 years of experience in technical and non-technical roles, she bridges the gap between technology and the business. In her role, Sandra delivers product messaging and marketing strategy. As a German national living in the United Kingdom, she is passionate about working internationally. Prior to LogMeIn, Sandra worked for Optimizely, EnterpriseDB and Hewlett Packard supporting enterprises to master digital transformation and innovation. In her spare time, she enjoys reading about the workings of the human mind, especially when it comes to decision making and happiness.

12:2012:40

Brompton Bicycles Case Study: From Manufacturer to Multichannel – How an Iconic British brand is Embracing the Customer Harry Mann, Head of Customer Experience, Brompton Bicycles Moving a 40 year old manufacturing company to become a B2C brand. Brompton – best known for their handmade folding bikes is on a mission to change the way people move around cities. Adopting a customer centric approach has been critical to the success of this British manufacturer and their continued growth around the world. Discover how Brompton started from scratch on their customer transformation and what they have learned during the process of becoming a customer focussed, vertically integrated brand and retailer. With a history of using digital to challenge established organisations to embrace change, Harry's most recent achievements have been at 40 year old iconic British brand Brompton Bicycle. He has made it his mission to deliver a customer experience as exciting and high quality as the folding bikes Brompton produces. Transforming a manufacturing organisation to be consumer centric is not without its challenges, but his ability to break down technical concepts into business goals has enabled him to deliver some exciting results and appointment as the company’s ﬁrst Head of Customer Experience. Winning a DADI award for the Brompton Website in 2015, was an early victory but his drive to raise the bar has helped Brompton to growth to £45M in sales. Key to this has been a complete transformation from B2B to B2C with a successful global launch of ecommerce and omnichannel customer experience. In 2017 Harry was recognised by his peers in the annual as a BIMA awards as an “Agent of Change”.

Hall 2 12:4013:00

Delivering Connected Experiences that spark Imagination, create Conversation, and drive Pipeline Claire Carsberg, Managing Director, JPC Today’s buyer has changed. Savvy, digital and self-obsessed. Blurring the lines between B2B and B2C. It’s a customer obsessive era, where every digital touchpoint is scrutinised to deliver the right content at exactly the right moment. Where technology is targeted to be ever more personal. But, also where the physical experience can often be overlooked – and the disconnect couldn’t be more obvious. In this vital session, JPC will draw on knowledge, experience and perspectives from inside and outside of the industry to help reconnect and align the internal discussion between sales, marketing and the rest of the organisation, to deliver a truly human, laser-focused - and most importantly - connected customer experience. Welcome to the era of B21. The session will: • Disrupt the way you approach physical customer experiences through an evidence-based, proven formula • Educate, inspire and challenge anyone involved with customer experience to reconsider the physical customer experience • Help you better synchronise efforts across the customer journey to drive a more aligned experience • Better leverage technology, data and content to bridge the gap between digital and face-to-face • Improve your chances of increasing pipeline and winning key contracts Brand strategist, creative, business-leader and ﬁrm believer in the power of 'so what?' Claire has spent the last 22+ years building brands, cutting through complexity and devising imaginative strategies and creative ways to help clients more effectively engage and convert. Against a constantly changing landscape, at the helm of JPC, she has kept clients including BT, Experian, Addison Lee, Dimension Data and Lendlease at the top of their game with a relentless focus on imaginative yet compellingly simple customer-centric sales and marketing experiences. This has led to multiple awards, exceptional sales successes and constant creative innovation to better influence, connect and engage ever more complex and demanding customers.

Hall 2

13:0014:00

Lunch and Networking

Personalisation of the Customer Experience - Part Two 14:0014:20

NHS Case Study: Scaling Personalisation with Behavioural Science John Grumitt, CEO, Changing Health This presentation will share insights from the UK's leading provider of behaviour change solutions to the NHS. Through a case study deep dive, attendees will learn how and why the NHS is about to launch the world's largest digital Type 2 diabetes support programme. How the behavioural model, 'Health Action Process Approach' (HAPA), is the most effective approach to deliver personalised support that leads to lasting behaviour change. And, how agile technology and methodologies can deliver personalisation at scale in a highly regulated environment. John Grumitt is CEO of Changing Health, Vice President of Diabetes UK, and previously Vice President of the International Diabetes Federation (2010-2016). He is also trustee of C3 Collaborating for Health and a senior advisor to NHS England and a range of health stakeholders. Living with Type 1 diabetes for many years, John leads a highly active lifestyle embarking on numerous endurance challenges. He has built a number of consumer centric businesses across Europe.

Hall 2 14:2014:40

Inner Circle Case Study - Offering Singles a Refined Dating Experience Michael Krayenhoff, COO and Founder, The Inner Circle In a modern world of transactional dating and flippant swiping, The Inner Circle set itself apart from traditional dating apps like Bumble and Tinder, by offering singles a refined dating experience. Creating a community based platform, that exists on and off line. Hear from one of the founders, Michael Krayenhoff, how they responded to the needs of 1.8 million singles across 49 cities globally in just seven years. Michael Krayenhoff is the COO and co-founder of dating app The Inner Circle. Founded in 2012 and crowned winner of the Deloitte Technology Fast 50 2018, The Inner Circle has grown to 1.6 million members in just six years and is now active in 49 cities, including Dubai, Sydney, London, Berlin, Los Angeles and Hong Kong. Before founding The Inner Circle, Michael worked for a consultancy in Singapore. Michael studied Industrial Engineering and Management in The Netherlands, followed by an MSc in Entrepreneurship at Royal Holloway University of London.

14:4015:00

Insights about Loyalty to help Nurture your Customer Evangelists Richard Spencer, Director, About Loyalty With so much information and choice readily available, we are all now competing for customer attention. And we know more than ever, that people look to their networks, friends and families for recommendations and advice on products, services to buy and even which charities to support. That's why organisations with a strong force of customer evangelists do better on most performance measures. Our insights and research show which elements of loyalty track through to build evangelism. This session will share some of the key insights into what drives loyalty and in turn how to measure what matters when looking to build and grow your evangelists. This session focuses on â&#x20AC;&#x2DC;customers with a conscienceâ&#x20AC;&#x2122; and specifically how charities can tap into this to become more effective at winning attention.

Hall 2

Richard Spencer is a supporter experience consultant who helps charities grow supporter loyalty. Charities recognise the value of giving amazing experiences, but many struggle to implement new approaches across teams, structures and processes. Richard equips charities, membership organisations and social enterprises with the relevant tools and approaches to grow loyalty. Organisations he has worked with include Barnardo's, Blind Veteran's UK, British Horse Society, British Red Cross, Cats Protection, Compassion UK, Cystic Fibrosis Trust, Diabetes UK, Greenpeace, MS Society, National Deaf Children's Society, Plantlife International, Practical Action, The Prince's Trust, Prostate Cancer UK, RSPB, Scope, Shelter, Stroke Association, The Children's Society and The Wildlife Trusts.

Digital Customer Engagement Transformation 15:0015:20

The Mobile Network run by its Members David Caton, Head of Proposition, CRM & Loyalty, giffgaff Delving through the mind of the Moonpig customer who is purchasing for a highly emotional occasion vs the Nectar Sleep customer who is making an emotional purchase for themselves. Sharing the journey and learnings of transition from one customer base to the other. Examining the tools and techniques that proved to be effective and successful at engaging our customers. Looking forward to what it will take to keep up with technology and our customers as we look to achieve our growth ambitions. I've worked in Marketing in the UK's top mobile network operators for the last 20 years - O2, giffgaff, Tesco Mobile, Vodafone, Lycamobile. Over that time I've worked across the disciplines of customer loyalty and retention, CRM and communications, commercial/P&L and acquisition, pricing and propositions. Now I'm the Head of Proposition, CRM & Loyalty at giffgaff, the mobile network run by its members.

Hall 2 15:2015:40

The Five Forces of Customer Experience – Ipsos’ CX Experts Reveal the Science Behind Strong Customer-brand Relationships Murray Goodwin, Director, Customer Experience Advisory & Jean-Francois Damais, Global Chief Research Officer, Ipsos MORI Learn how to leverage the Five Forces of Customer Experience to drive a stronger emotional relationship with your customers and gain a lasting competitive advantage. Customers make decisions about brands that directly impact the bottom line: share of spend, retention and advocacy and are all crucial outcomes that you need to enhance to create sustained revenue growth or brand loyalty. Leading research agency, Ipsos previously demonstrated that beyond the commonly-cited functional elements of customer experience (ease, speed, simplicity etc.), emotional attachment was key to driving customers’ brand choice and therefore an organisation’s financial performance. Now, Ipsos’ CX experts reveal the findings of their latest ground-breaking research, conducted across nine sectors that identifies the five building blocks of an emotional customer-brand connection and how they vary in importance by sector. Learn how to engage your customers around the ‘Five Forces of CX – the science of strong relationships’ to design and deliver customer experiences that drive a true return. Murray leads the Customer Experience (CX) Advisory practice for Ipsos in the UK and has over 10 years of diverse experience, having worked both on client and agency sides. He is fascinated by the latest trends impacting CX decision making and is a strong proponent for the enduring value of human/brand interaction in a world of relentless digitisation. Prior to joining Ipsos, Murray worked for Virgin Media where, among other things, he designed and launched a successful Voice of the Customer programme serving 650+ employees across 150+ retail stores. He also previously spent three plus years at Accenture, working on projects for clients including Barclaycard, Santander, Carphone Warehouse and Skype. Murray’s broad experience gives him a unique perspective and understanding of the CX challenges facing multiple sectors and the need to strike a careful balance between ‘doing what’s best for the customer’ and ‘doing what’s right for the business’.

15:4016:00

How to create a shop floor Employee Advocacy Platform for your shop floor Colleagues to Provide an Exceptional Customer Service over Twitter Pete Doyle, Founder & CEO, SocialRetail Group Pete will draw reference to Hobbycraft and the 250,000 shop floor tweets and conversations they have been having with customers since June 2015. I have trained over 1,000 Hobbycraft shop floor colleagues over the last four years, in our unique method and developed an app called Shopfloor Engage. Pete Doyle, Founder and CEO of SocialRetail Group, provides specialist Social Media and eCommerce Management Training & Analytics for the Retail Industry. Social Retail’s client portfolio ranges from stand alone stores to multi-national chains. Pete has worked in the retail industry for the last 20 years and has launched several eCommerce websites for retail brands including Waitrose, ToysRus, Hamleys of London and Direct Wines. He runs bespoke workshops, consultation and staff training programmes which are recognised by the Henley Business School, where he is also a guest lecturer. A published thought leader, Pete is also an active blogger and an experienced public speaker. He has previously provided analysis and insights for the British Retail Consortium, The Horticultural Trades Association, The Global Lottery Summit and the ofﬁcial Retail Expo. Pete founded a local charity called Reading Rock Academy teaching rock music and helping new bands in his local town.

16:0016:30

Coffee and Networking

Hall 2

Jean-Francois is Chief Research Ofﬁcer at Ipsos, for Customer Experience. He has 15 years of experience in understanding and measuring service brands and customer relationships across a wide range of sectors and geographies. Jean-Francois has led the development and global roll-out of several innovative solutions in the CX area, authored several papers, and regularly speaks at conferences. He heads up an international team specialized in the modelling of both structured and unstructured data.

Hall 2 Technology and Customer Engagement – Part Two 16:3016:50

Customer Experience & Digital Transformation – Separated at Birth, Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard Customer Experience and Digital Transformation continue to be hot topics despite the reported death of the former, and the apparent wide-scale failure of the latter. IDC’s recent Digital Transformation report suggests that 70% of Digital Transformation initiatives will ultimately fail because of insufficient collaboration, integration, sourcing or project management. For many businesses digital capabilities seems to be developed in isolation, in a dark room and without input from customers or front- line colleagues. As with any serious customer focused initiative, Digital Transformation requires cultural, behavioural and procedural changes. Organisations must adopt a digital experience framework and integration mind-set and capability totally aligned, and inextricably linked, to the CX strategy, otherwise ignominious failure will ensue. This starts and ends with the customer, their desired outcomes and with the ongoing involvement and key contributions from colleagues. This session will look at what bad things can happen when these two are separated, why reuniting them is non-negotiable and unavoidable and key strategies to drive the reunification programme.

Hall 2

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA. Over that that time I've learned what works and what doesn't. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community. As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers' experiences with businesses. I've been involved in the customer service business in one form or another for over 30 years in strategic, operational and logistical roles. I've worked with some of the best customer experience "gurus" and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences. I help customer service directors, customer experiences leaders and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in: • Evaluating what customers really think of them & why • Quantifying how much bad service really costs them • Identifying & addressing areas for improvement • Engaging, involving and inspiring their employees to find their inner customer • Introducing & integrating the right technology at the right time for the right reasons • Measuring what matters – to customers By doing this successfully, and consistently, I hope to avoid undignified impoverishment in my later years and grow old gracefully and gratefully.

16:5017:10

Will SMART data take Customer Experience to the next Level? Christopher Brooks, Customer Excellence, Enzen With the improved capability of SMART data capture and optimisation, the potential to improve customer experiences both through preemptive resolution and in time management is significant. The utility sector is well placed to lead the way with significant investment happening. However, the greater opportunity for customers lies beyond but is reliant of cross-sector collaborations with competing agendas. We will unpack the advancements in the sector and discuss how the future success is dependent on a new type of shared economy. Enzen is a global energy and water consultancy transforming utility companies to be a best performers and designing enabling frameworks for interaction of various players of UK Energy industry. There are several centres of excellence in Enzen including the UK Centre of Customer Excellence,operating in the UK and advising across global contracts. Christopher has been by specialising in customer experience for over 20 years. With as much consultancy experience outside utilities as within. He has worked in the sector with companies such as SSE, British Gas, Northumbrian Water and Smartest Energy, as well as brands such as PlayStation, Park Inn, UCL, Tesco Bank, ASOS and More Th>n in other sectors. His remit is developing customer experience strategies which enable all stakeholders to be satisﬁed; customers, employees, companies and partners, communities, regulators and shareholders. Christopher also lectures, writes for the CX press and judges at Customer Awards.

Hall 2 17:1017:30

Can you create an Insurance Company that People Love? Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many Summary of topics: • Making the business case for engagement • Are engagement and personalisation the same thing? • Moving beyond traditional segmentation: engaging to understand • Delivering insurance people love: questions and lessons along the way Sophia is Head of Customer Experience at Bought By Many, a multi award-winning insurtech whose mission is to create “Better insurance. For everyone.” A former magic circle lawyer with a firm grounding in the regulatory and commercial reality in which businesses operate, she has since worked on a variety of growth challenges across sectors, defining new market strategies, innovative propositions and experiences. In that time she has observed a simple consistent pattern: it’s really hard to be customer-led, but those who genuinely achieve it do better. These are the teams she loves to work with, finding new and better ways to deliver what customers value.

17:30

Chair’s Closing Remarks

17:40

Drinks and Networking

Hall 2

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Expo Hall 17.40

Interested in entering your success story? Then head to www.EngageAwards.co.uk and be sure to enter before 15th July.

Focus Groups Session Time: 10:55 - 11:55

Becoming Millennial - Transforming Customer Experience Expectations Across all Generations Millennials and increasingly Gen-Zs are early adopters of innovative and disruptive services delivered or facilitated by mobile apps. They are also the next consumer powerhouse generation. Customer experience is the battleground as rivals seek the rapid scaling required to dominate a sector. As a result, the bar is being continuously raised and CX innovation is determining success. For longstanding businesses, the fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity. We view it as an opportunity.

Andrew Hall, UK Evangelist, Odigo

Focus Groups

Andrew leads Innovation and acts as the UK evangelist for Odigo UK, a leading omnichannel customer engagement SaaS solution. He has over 20 years of experience in helping organisations to transform and grow the way they engage and support their customers, whilst delivering measurable business outcomes. Working with some of the worldâ&#x20AC;&#x2122;s most successful brands across multiple sectors including Financial Services, Insurance, Retail, Outsourcing, Technology, Energy and Utilities, has provided him insights into the challenges organisations face today and the journey many are on to deliver new innovation and disruptive customer engagement strategies.

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Focus Groups Session Time: 14:00 - 15:30

How to Assess Your Customer Service Maturity - A Practical Approach to Improving Customer Service Operations In this interactive workshop session, Ian will share on why customer service maturity matters and introduce how you can measure it using Forrester’s maturity model. He will guide you through a comprehensive self-assessment where you’ll be able to identify strengths and/or discover opportunities for improvement. Ultimately providing results that will help you build a roadmap of enhancements based on cost or opportunity. You will also learn about market leading organisations that have modernised and transformed their customer experience with ServiceNow.

Ian Ashby, Customer Service Transformation Leader, ServiceNow

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Focus Groups

Helping organisations to successfully transform their Customer Service operations and organisations through: - My experience of the highly successful EpicCare Customer Service & Digital Transformation program at Epicor Software Corp, which resulted in 'Stevie' Awards in both 2017 and 2018 for 'Customer Service Department of the Year'. The Epicor project team replaced 15+ legacy CRM-based support systems and 50+ customer portals over seven implementation 'waves' with a single, global customer service platform for all customers, all products, world-wide. My background of customer interaction software at Exony/eGain, of becoming the number one provider of contact centre solutions in EMEA at Lucent/Avaya, and of contact centre implementations at NextiraOne and Cable & Wireless, to help organisations transform their Customer Service operations to drive improvements in: Customer Satisfaction, Key Operational Metrics, Employee Satisfaction, Customer Retention/Loyalty, and Overall Financial Performance.

The future for customer management and experience Moira Clark Professor of Strategic Marketing and Director of the Henley Centre for Customer Management (HCCM) who is delivering a keynote on the Future of Customer Experience at today’s conference reports on some brand new global research into key customer management issues and challenges that will impact on the future of the CX The HCCM developed a short survey focusing on issues in customer management that are presenting a challenge to individuals in their role currently, and also their likely impact in the future. The survey asked the three following questions: 1. Thinking about your current role, what presents you with the greatest challenge or keeps you awake at night? 2. From the following list (see Figure 1 for detail), please select up to 3 others that you feel are also a challenge. 3. Finally, can you rate the future impact of the following issues (see Figure 2 for detail) on your organisation (1=low, 5=high)? The survey was initially distributed to HCCM contacts, members attending workshops at Henley, as well as being featured on the Huntswood LinkedIn page. The survey was also distributed to Henley Business School alumni who are located worldwide. In total, 407 responses were received and here is a summary of the findings

The Greatest Challenge Faced in Current Role Respondents were asked to rate a set of issues and identify which ones were most important in terms of the future impact on their business. The top five challenges in rank order (and summarized in Figure 2) are: • • • • • • • • •

Data issues – data transparency; data security; joining up data and information effectively Resource issues – not having enough staff; working with reduced budgets to deliver (putting customer service at risk) People issues – employee engagement; having the quality/skilled staff to effectively deliver Cultural issues – a customer-centric approach; capability to adapt/change and gain buy-in to a culture in a changing world Business issues - making the necessary improvements to enhance the customer experience; responding to change Financial issues – securing revenues; winning new business; growth Customer issues – keeping customers happy; turning feedback and data insights into realistic actions Technology/innovation issues – the development of; adoption; keeping up with the pace of change; impact on the service offering Regulatory issues – keeping abreast of changes/new regulations; compliance with; implementation of regulations.

Challenges Currently Being Faced in Customer Management From a set list of challenges, respondents were asked which ones were most important for their business. The top five challenges in rank order (and summarized in Figure 1) are: 1. Changing/enhancing the culture and climate of the organisation to improve business performance (42.5% of responses) 2. Understanding what customers really value (34.4%) 3. Exploiting advantage through innovation and technology (26.3%) 4. Improving employee engagement in the organization (22.9%) 5. Enhancing the digital experience for customers (21.9%).

Figure 1: Challenges in Rank Order

N = 407

Changing/enhancing the culture and climate of the organisation to improve business performance

42.5 34.4

Understanding what customers really value 26.3

Exploiting advantage through innovation and technology Improving employee engagement in the organisation

22.9 21.9

Enhancing the digital experience for customers Gaining customer insight from data

16.5

Developing and implementing a multi-channel strategy

16.0 15.7

Actioning insight from customer data Reducing customer effort to improve the customer self-service strategy

13.5 11.8

Developing a customer self-service strategy Measuring customer satisfaction

10.8

Mapping the customer journey

10.8

Ensuring a seamless customer experience through the use of third parties/intermediaries

10.8 9.3

Understanding and implementing a customer segmentation strategy Measuring the emotional aspect of the customer journey

7.6

Managing service recovery through effective complaint handling

6.9

Using social media to enhance the customer experience

6.6

Having an effective corporate social responsibility and reputation strategy

5.4 0

Moira Clark Professor, Strategic Marketing and Director, Henley Centre

The responses were also broken down by Region (see Tables 1a and 1b). ‘Changing/enhancing the culture and climate of the organization to improve business performance’ consistently scores high across the regions, along with ‘Understanding what customers really value’. ‘Reducing customer effort to improve the customer experience’ is ranked higher in Africa & Middle East compared to other regions, and ‘Developing and implementing a multi-channel strategy’ would seem to be less important in North America compared to the other regions.

This new research from HCCM throws into sharp focus the issues and challenges faced by customer management and experience leaders and points the way forward as the impact of new technologies such as AI and Robotics, digitilisation, data security and analytics and increased regulation such as GDPR top their list

Future Issues in Customer Management Respondents were asked to rate a set of issues which ones were most important in terms of the future impact on their business. The top five challenges in rank order (and summarized in Figure 2) are: 1. 2. 3. 4. 5.

Data security Data analytics Digitization Increased regulation (e.g. GDPR) Artificial intelligence / robotics.

Figure 2: Future Issues in Rank Order (%)

30.2

Data security Data anailtics

39.6

33.7

30.6

Digitisation

37.8

30.7

Increased regulation (e.g. GDPR)

27.0

29.0

Artificial intelligence/robotics Internationalisation

23.6

26.0

Britain’s exit from the EU

16.7

18.2

The sharing economy

21.4

Social proliferation

24.1

The data is also presented in the form of averages (see Figure 3), with Data security, Data analytics and Digitization all scoring high in terms of potential impact. These are then followed by Increased regulation such as GDPR and the rise of Artificial intelligence/robotics. Interestingly, Britain’s exit from the EU comes well down the list.

43.0

18.7 10.6

Fairly high

13.8

Augmented reality 0

High

7.9 4.7

Percentage

Based on a 1-5 scale (ranging from 1=Low impact to 5=High impact)

Challenges Currently Being Faced in Customer Management By Region Table 1a: Challenges by Region (%) Challenges (%)

N = 407 UK (n=198)

EU (n=198)

North America (n=32)

Africa & Middle East (n=35)

Asia Pacific (n=24)

Other (n=14)

Global (n=407)

Actioning insight from customer data

16.7

8.7

21.9

17.1

33.3

7.1

15.7

Changing/enhancing the culture and climate of the organization to improve business performance

42.5

37.9

47.1

53.1

45.7

33.3

57.1

Developing a customer self-service strategy

11.6

13.5

12.5

8.6

8.3

14.3

11.8

Developing and implementing a multi-channel strategy

15.7

17.3

6.3

17.1

29.2

7.1

16.0

Enhancing the digital experience for customers

22.2

18.3

15.6

25.7

25.0

42.9

21.9

Ensuring a seamless customer experience through the use of third parties/intermediaries

7.6

13.5

15.6

8.6

12.5

28.6

10.8

Exploiting advantage through innovation and technology

25.8

31.7

25.0

8.6

33.3

28.6

26.3

Gaining customer insight from data

18.7

17.3

15.6

17.1

4.2

0.0

16.5

Having an effective corporate social responsibility and reputation strategy Improving employee engagement in the organization Managing service recovery through effective complaint handling

4.5

3.8

6.3

8.6

12.5

7.1

5.4

19.7

28.8

28.1

25.7

16.7

14.3

22.9

8.1

2.9

9.4

11.4

8.3

0.0

6.9

Mapping the customer journey

12.6

12.5

3.1

2.9

12.5

7.1

10.8

Measuring customer satisfaction

11.6

9.6

9.4

14.3

12.5

0.0

10.8

9.1

5.8

9.4

5.7

4.2

7.1

7.6

15.7

10.6

6.3

17.1

12.5

14.3

13.5

Measuring the emotional aspect of the customer journey Reducing customer effort to improve the customer experience Understanding and implementing a customer segmentation strategy

10.1

9.6

3.1

8.6

4.2

21.4

9.3

Understanding what customers really value

32.3

33.7

40.6

40.0

41.7

28.6

34.4

5.1

6.7

9.4

8.6

8.3

14.3

6.6

Using social media to enhance the customer experience

Challenges Currently Being Faced in Customer Management By Region N = 407

Table 1b: Challenges by Region (Rank Order) Challenges (Rank Order)

Actioning insight from customer data Changing/enhancing the culture and climate of the organization to improve business performance

UK (n=198)

EU (n=198)

North America (n=32)

Africa & Middle East (n=35)

Asia Pacific (n=24)

Other (n=14)

Global (n=407)

11=

Developing a customer self-service strategy

11=

13=

Developing and implementing a multi-channel strategy

14=

11=

5 11=

Enhancing the digital experience for customers Ensuring a seamless customer experience through the use of third parties/intermediaries

11=

Exploiting advantage through innovation and technology

11=

Gaining customer insight from data

16=

Having an effective corporate social responsibility and reputation strategy

14=

11=

Improving employee engagement in the organization

10=

13=

16=

Managing service recovery through effective complaint handling Mapping the customer journey

17=

11=

12=

10=

16=

11=

Measuring the emotional aspect of the customer journey

10=

16=

11=

Reducing customer effort to improve the customer experience

14=

Understanding and implementing a customer segmentation strategy

12=

17=

11=

16=

10=

11=

13=

Measuring customer satisfaction

Understanding what customers really value Using social media to enhance the customer experience

Figure 3: Future Issues in Rank Order (Average) N = 407 4.07

Data security

3.96

Data anailtics

3.94

Digitisation

3.66

Increased regulation (e.g. GDPR) Artificial intelligence/robotics

3.37

Internationalisation

3.21

Social proliferation

3.02

The sharing economy

2.97

Britain’s exit from the EU

2.84

Augmented reality

2.55

Based on average scores on a 1-5 scale (ranging from 1=Low impact to 5=High impact)

The responses were also broken down by Region (see Tables 2a and 2b) with some interesting variations, for example: • Data analytics is more important in North America • Digitization is more important in the EU (excluding the United Kingdom) • Britain’s exit from the EU, while seen as moderately important in the United Kingdom, is viewed as a relatively minor issue in other parts of the world.

Future Issues in Customer Management By Region Table 2a: Future Issues by Region (Average)

Future Impacts (Average)

N = 407 UK

North America

Africa & Middle

Asia Pacific

Other

Global

(n=198)

(n=104)

(n=32)

East (n=35)

(n=24)

(n=14)

(n=407)

Artificial intelligence / robotics

3.39

3.54

2.58

3.11

3.58

3.93

3.37

Augmented reality

2.52

2.62

2.21

2.24

2.91

3.21

2.55

Britain's exit from the EU

3.37

2.59

2.00

2.06

2.35

1.79

2.84

Data analytics

3.76

4.11

3.97

4.34

4.39

4.07

3.96

Data security

3.97

4.06

3.87

4.54

4.46

4.00

4.07

Increased regulation (e.g. GDPR)

3.56

3.84

3.23

3.71

4.21

3.64

3.66

Internationalization

2.86

3.39

3.53

3.43

4.25

3.57

3.21

Social proliferation

2.83

2.98

3.23

3.49

3.78

2.86

3.02

The sharing economy

2.85

2.88

2.97

3.41

3.70

3.00

2.97

Digitization

3.83

4.12

3.70

3.79

4.13

4.36

3.94

Based on average scores on a 1-5 scale (ranging from 1=Low impact to 5=High impact) N = 407

Table 2b: Future Issues by Region (Rank Order) UK

North America

Africa & Middle

Asia Pacific

Other

Global

(n=198)

(n=104)

(n=32)

East (n=35)

(n=24)

(n=14)

(n=407)

Britain's exit from the EU

Data analytics

Future Impacts (Rank Order) Artificial intelligence / robotics Augmented reality

Data security

Increased regulation (e.g. GDPR)

Internationalization

Social proliferation

The sharing economy

Digitization

Based on average scores on a 1-5 scale (ranging from 1=Low impact to 5=High impact)

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 customers and our colleagues

CustomerEngagementSummit.com

“The day never lost momentum and I was truly inspired – I’ll definitely be back next year” CX Director, Marks & Spencer

BRONZE (2 TICKETS)

SILVER (5 TICKETS)

ANNUAL FESTIVAL PASS

+VAT

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£595

tickets@ebm.media

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Platinum

Comarch is a global provider of technologically advanced software designed to help large enterprises improve their business efficiency, reduce operational costs, and build strong relationships with all of their partners and clients. Incorporating various emerging technologies (AI, ML, etc.), our IT products allow companies to realize far-reaching marketing strategies with ease. Comarch has made its name by working with some of the most renowned brands and organizations in the world, including various airline holding companies, telecoms, financial institutions, retailers, and many others. Comarch’s clients include BP, Heathrow Airport, Dubai Airports, and SAS. Contact: T: +12 684 10 00 E: info@comarch.com W: www.comarch.com/trade-and-services/loyaltymarketing/loyalty-management/

We’re JPC, an award-winning B2B sales and marketing experience agency, with a single aim: to help businesses transform into customer-centric, sales-led organisations. Over the last 21 years we’ve helped our ambitious clients better target, engage, win and retain some of the most sought-after sales opportunities and in the world. Contact: Ryan McKenna T: 020 7326 5980 / 07825 413 674 E: hello@thinkjpc.com W: www.thinkjpc.com

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Contact: T: +44 (0)20 3053 9333 W: www.confirmit.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. Contact: W: www.odigo.com

Platinum

At Usabilla, we believe that by knowing exactly what customers value, companies can build thriving digital platforms that not only drive results but outlast change. We empower brands like KLM, Tommy Hilfiger, and Toyota to become truly customer-centric by improving digital experiences on websites, apps and emails. Through targeted surveys and embedded feedback options, enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success. Our technology is designed in a way that encourages customers to share feedback at any point of the customer journey. By giving customers a voice, enterprises not only see what is happening through regular quantitative analytics, they also understand why. Strong integrations between Usabilla and existing systems give a full and actionable picture of the entire digital journey, while effortlessly combining different sources of data. As a result, companies are testing, measuring and optimising continuously to improve the business impact of their customer experience programs.

Gold

Simplifying how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all has helped LogMeIn grow to become one of the world’s top 10 SaaS companies with a leadership position in every one of our markets. With a platform that supports two million daily users, 200 million customer engagements and five billion voice minutes per year, we have not only capitalised on but helped invent the modern way of working – flexible, dispersed, mobile, efficient and productive. Our easy-to-use products are adopted by professionals and leveraged by small to medium-sized businesses the world over who are looking for increased insight into their customers’ journeys, simpler internal and external collaboration, and a more empowered workforce. Contact: T: 0207 851 8490 W: www.bold360.com

Contact: T: +312 0261 6355 E: support@usabilla.com W: www.usabilla.com

Entry Deadli ne:

15 July

Following on from the success of Engage Business Media’s 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 customer and employee engagement Awards programme. The 2019 International Engage Awards 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 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’re open for entries until the 15th July, so don’t miss out on recognising your efforts. We wish you the best of luck with your entries.

EngageAwards.co.uk

Silver

ServiceNow delivers digital workflows that create great experiences and unlock productivity. ServiceNow® Customer Service Management goes beyond traditional customer service solutions to delight your customers— consumers or businesses—with proactive service from issue to resolution. You can resolve complex issues end to end, intelligently fix problems before customers know they have them, and drive action to instantly take care of common requests. The results: increased customer satisfaction and reduced case volume and costs. We make the world of work, work better for people. Discover more at servicenow.com. Contact: Will Trotman T: +44(0)1784 221600 E: will.trotman@servicenow.com W: www.servicenow.com

Bronze

Transforming Customer Management and Remediation Solutions Memorable customer experience doesn't just happen by itself. So, who is helping you deliver it? At Eptica we are passionate about enabling companies like yours to place digital customer engagement at the heart of their strategy, driving excellent customer experience and deeper insight to create value across all operations. Eptica is a leading European tech company providing intelligent CX solutions powered by AI that enable greater loyalty, higher revenues, stronger brand reputation through: • Automated Conversations: helping your customers to help themselves by automating simple queries and freeing up agents to handle more complex interactions. • Augmented Agents: bringing together technology and human emotional intelligence to deliver the most relevant and personalised responses. • Customer Intelligence: converting digital conversations into actionable insights that advance CX and provide a deeper understanding of customer behaviour, emotions, churn risk and more Contact: T: 0118 207 0660 W: www.eptica.com

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%. Contact: George Xenoudakis T: 0118 951 3971 E: george.xenoudakis@equiniti.com W: www.equiniti.com

Notes

EBM Group events ENGAGE FOCUS GROUPS

INTERNAL COMMUNICATIONS CONFERENCE

THURSDAY 26 SEPTEMBER 2019 HILTON LONDON HEATHROW

TUESDAY 17 SEPTEMBER 2019 VICTORIA PARK PLAZA, LONDON

A platform where like-minded professionals come together

The critical employee engagement role too often neglected by HR

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

FUTURE OF THE CONTACT CENTRE CONFERENCE

ENGAGE AWARDS 2019 MONDAY 11 NOVEMBER 2019 WESTMINSTER PARK PLAZA, LONDON International Engage Awards 2019

DIGITAL WORKPLACE CONFERENCE

THURSDAY 13 FEBRUARY 2020 VICTORIA PARK PLAZA, LONDON

THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON

Contact centres are ideally placed to become the beating heart of an organisation

Now is the time to equip your organisation for the digital workplace revolution

EMPLOYEE WELLBEING CONFERENCE

AUTOMATION AI AND ROBOTICS FORUM

THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON

THURSDAY 30 APRIL 2020 VICTORIA PARK PLAZA, LONDON

The critical importance of the wellbeing of our colleagues

How Organisations are Implementing Technology to Drive ROI and Growth

EMPLOYEE ENGAGEMENT SUMMIT 2020

CX MARKETING SUMMIT 2020

FRIDAY 15 MAY 2020 RIVERBANK PARK PLAZA, LONDON

FRIDAY 19 JUNE 2020 VICTORIA PARK PLAZA, LONDON

Europe's Biggest Employee Engagement Event has now moved to a larger venue

After a hugely successful 2019 event, we are delighted to announce the 3rd annual CX Marketing Summit

01932 506 300 (press 1)

tickets@ebm.media

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

EngageCustomer.com