2020 Future of the Contact Centre Conference Preview Guide by Engage Business Media

Your Guide To Whatâ&#x20AC;&#x2122;s On

13 FEBRUARY 2020

Now in its fifth year the conference returns for 2020 ContactCentreConference.com @EngageCustomer #EngageConference

ORGANISED BY:

Two Seminar Halls

Welcome organisations need to be adaptable, agile and proactive in the way that they handle customer enquiries on a 24/7 basis, otherwise they risk losing customers to the competition.

Welcome to our 2020 Future of the Contact Centre Conference Preview Guide, where you’ll find everything that you need to know about Europe’s largest conference Round Table Sessions

focusing on the latest initiatives that will help to transform your organisation’s contact centre. This conference is being held on Thursday 13th February, and

10 Topic Streams

600+ Delegates

Networking Party

40 Presentations

we’d love to have you there. Now in its fifth year, the conference has defined itself as the most reputable contact-centre focused event in Europe, known for its cutting-edge content delivered through world-class case studies from organisations who are truly at the forefront of change when it comes to the contact centre, which is often the first point of the customer journey.

A large part of our case study driven conference will focus on chatbots, webchat and Virtual Assistants, as these define the future and can handle year’s hundreds of thousands of calls a month, with zero call time queuing and 100% reliability, giving customers what they want and saving huge costs. We’ll be looking at the emerging technology in the market, and how this Official has aided organisations like your own, Highlights Video giving you a real-life insight into what you can implement on a realistic scale. One of the huge benefits of attending the conference is the networking opportunities available to you. As well as reaping the benefits of networking with 40+ speakers who are at the forefront of change, you’ll also be in attendance alongside 600 other delegates who are working in similar roles, and trying to achieve similar things to yourself.

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The overarching theme of this year’s Future of the Contact Centre Conference is how the changing demands of customers mean that we need to adapt the way that we communicate – gone are the days of traditional methods of customer contact during working hours only, and

ContactCentreConference.com

Contact Centres at the Crossroads

13 FEBRUARY 2019

SILVER SPONSOR

BRONZE SPONSORS

Future of the Contact Centre Conference is organised by Engage Business Media Ltd

We hope you enjoy this Preview Guide and it gives you a flavour of what to expect in February. We hope to see you there for what promises to be the most exciting day in the contact centre calendar.

@EngageCustomer #EngageConference

Future of the Contact Centre is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

Network with over 400 Peers Abel & Cole • Affinity Water • Ageas • Air France • Airsorted • Alfha Innovations • American Express • Amey • Amigo Loans • Auto Trader • Avios Group Limited • Avis Budget Group • AX Ltd • Bauer Media • Bauer Media Group • Belron • Belron® International • Bibby Financial Services (INS) Ltd • Blossom Tree Marketing • Bosch Thermotechnology • Bosch UK • Bought By Many • Boxnation • Brainfood Consulting • Breakfast • British Gas • British Gas Business • BSH Home Appliances Limited • BT • Business Butler • Buyer Brain • C&C • Cambridge City Council • Cambridge University Press • Cambridgeshire County Council • CAMC • Capita • Capital One • Caravan and Motorhome Club • Center Parcs • CENTRICA • Checkatrade • Checkatrade.com • CIPFA • Cisco • City West Homes • Cloudfm Group • Communities and Local Government • ContactBabel • CQI • Croda • Customer Devoted • Customer Lifeguard • Customer Services Centre Manager • Daimler Fleet Management • Dawleys • DHL • DHL Supply Chain • Dimension Data • Direct Line Group • Dixons Carphone • Dixons Carphone plc • Domino's • DST • East Herts Council • EDF Energy UK • Education and Skills Funding Agency • eGain • Electric Ireland • Empirix • Enate • Endava • Expedia Group • Festicket • FGX Europe Ltd • Fidelity International • Financial Ombudsman Service Limited • Findel Education • Fittleworth Medical • FlexyBeauty.com • FMG • Football Foundation • Fundraising Innovations Ltd • Gala Technology • Gala Tent Ltd • Gameseys • Gateway Housing Association • giosg • Golfbreaks • Grammarly • Guardian News & Media • Hamptons International • Hargreaves Lansdown • Harte Hanks • Hertfordshire Constabulary • Hexagon Housing Association • Hg • HG Capital • Highways England • Historic Royal Palaces • HMCTs • Hotel Chocolat • HSBC • Hyundai Motor UK Ltd • IAM Sold Limited • IDC • Information Services Group • Inspiring Learning • Integral • Interflora • ITV • Ivon Evlogieva • James Walker Group • John Lewis • Just Eat • Just Energy • Karcher UK • Karizmatic • Karndean Design Flooring • Kent College Pembury • Kiwi.com • Kriegspiel • Laithwaites Wine • LBG • Lifeplus Europe Ltd • Liverpool FC • Lloyds Banking Group • Logicalis • mahabis • Markerstudy • Markerstudy Direct • Marlin Equity Partners • McAfee • Metro Bank • Mice and Dice • Microsoft • Miele Company Ltd • Mira Showers • Miss • Missguided • Motability Operations • Mr N D Hudson • N Brown • National Accident Helpline • National Police Chiefs Council Digital Policing Portfolio • Nationwide Building Society • News UK • Next • Next Plc • NHS SBS • NHS Shared Business Services • NLNG • Northumbrian Water • Npower • o2 • Oakhouse Foods (Kerry Foods) • Oldham Community Leisure • Oliver Bonas • Olympus KeyMed • OneFamily • Onward Group • Orlo • Outsource-UK • Panasonic • Pascola Group • Paul Byford • Pentland Brands • Petra Meinlova • Philips • Phillip Morris Ltd • Photobox • Plusnet • Pole Star Space Applications • Premier Sports • Quilter • RAC • Racecourse Media • Radian • Rank Digital Ltd • Rank Group Plc. • RCI Financial Services • Reed Online • Renault UK • Riverford • RM Education • RSA • Saga Travel and Holidays • Saint Gobain • Scottish & Southern Electricity Networks • Seasalt Cornwall • Sentient Machines • SERCO • Severn Trent • Shop Direct • Simply Business • Sky UK • South East Water • Southeastern • Southwark Council • Spicerhaart Estate Agents • SSCL • SSE • Stanley Black & Decker • Sun Finance Group • Sussex Police • Swarovski AG • Taylor Vinters • TechStyle • Telecommantra Limited • Telefoncia • Telegraph Media Group • The Best of Wessex • The Challenge • The Co-Op • The CQI • The Entertainer • The Hyde Group • The London Borough of Hackney • The Service Desk Institute • The Times & The Sunday Times • Thomas Gomoluch • Three UK • TIF • TJX Europe • TNUK • Towergate Insurance • Translink • Transport for London • TUI UK & Ireland • TUI UK Limited • TVPlayer • Ubisoft CRC • Ulster University • Unatrac (Mantrac Group) • Unatrac Ltd • Uniqlo • Unite Students • United Utilities • University Hospital Southampton • University of Glasgow • Urban • Uttlesford District Council • Virgin Media • Vodafone Group • Waitrose • Warwickshire County Council • West Coast Partnership Limited • Westminster City Council • Westminster UNISON • Winkhaus UK • Worthing Homes • Wright Hassall • WWF • YO! • Yorkshire Water

A Feast of Case Study Content Big Data, Customer Insight and Analytics

Evolution of VOC & VOE in the Contact Centre

Customer insight is one of the most important aspects we can look at when

With the rapid expansion of the variety of channels customers choose to use, this

trying to improve our customer strategies. This topic stream will teach you how

stream will look at how you can enhance your technology offering whilst also

to utilise data to better understand your customers, helping you make better

linking interactions to ensure you’re providing a personal, contextual experience

decisions about how, when and what to sell them. These better decisions will

for each customer.

result in campaigns or strategies becoming more effective and more efficient, resulting in increased profitability.

CX Innovation and Transformation

The CX and the EX’ with the description This stream will focus on the importance of employees within the contact centre, as engaged and fully trained contact centre employees will positively enhance

This topic stream will help you understand what works when trying to innovate

the customer experience associated with your organisation.

your customer strategies in order to succeed.

Service Design in the Contact Centre The Contact Centre & the Customer Journey Service design thinking relates to improving and innovating the services Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ preferred journey or they will lose them. We’ll teach you how to develop innovative

customers use across different touchpoints and making a positive impact on them and the employee experience necessary for delivering it. We’ll show you how to create a new value that previously did not exist.

strategies that keep abreast and indeed ahead of customer demands.

AI Automation and Self Service Omnichannel Customer Engagement The burgeoning new technologies surrounding the world of AI and Robotics An omnichannel approach to CX leads to a seamless experience regardless of the channel a customer chooses to use. The case studies in this topic stream will demonstrate how to link each customer touchpoint to ensure a flawless CX.

present a plethora of opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees. Our case study presentations will come from those already thriving in this area.

2019 Event Feedback How useful to your company was the information presented at the event?

How did the event compare to what you expected?

Slightly Useful 50%

34%

22%

Extremely Useful

Moderately Useful

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Much Better

39%

Somewhat Better

About What is Expected

Not as Good as Expected

How would you rate theÂ Event Networking App?

Very Useful

Would you attend the conference again next year?

Can you summarise the event in one sentence?

19%

Above Average

Very Useful

Interesting and thought provoking

78% Yes

22% Maybe

The event was really insightful for someone who has not been in the industry long, it was really inspiring to be able to meet with other organisations and hear what leading companies are doing to meet the needs of customers now and in the future

19%

25%

Excellent

Average

Poor

For someone who is looking to evolve her business I found my attendance to be a real benefit to my company

How would you rate the organisation of the day?

A brilliant event packed full of engaging, useful presentations and excellent networking opportunities.

39% Good

Very insightful and helped us to validate our direction of travel.

61%

It would have been good if it was a 2 day event.

Excellent

How would you rate the live polling function used during some of our presentations?

The event was really useful to learn more about the contact centre evolution using technology. Excellent Above Average Average Below Average Poor I did not use the Live Polling Function

12% 12%

19% 26% 25%

Agenda Summary Hall 1 PLENARY 9:00-9:10

Chair's Opening Remarks

9:10-9:35

Opening Keynote: The

9:35-10:00

Expert Speaker: TBC

10:00-10:25 Virgin Atlantic Case Study:

Martin Hill-Wilson,

Autonomous Customer 2020

Transforming our Customer Centre

Brainfood Consulting

Dr Nicola Millard, BT

Luke Squires, Virgin Holidays

HALL 1 CX INNOVATION AND TRANSFORMATION- PART ONE 11:00-11:20

11:20-11:40

The Guardian Case Study: Insurgent CX: How to Champion your

CONTACT CENTRES: THE CX AND THE EX 14:00-14:20 Motability Operations Ltd. Case Study: Virtual vs. Human Interaction:

Organisations that are Not Customer-centric

Is Omnichannel really the right thing?

Ben Lappin, The Guardian

Llaura Hughes, Motability Operations Ltd

Move over Gen Z: How Gen Alpha will shape the Customer and Employee Experience

14:20-14:40 Expert Speaker: Talkdesk 14:40-15:00 Beauty Bay Case Study

David Evans, Calabrio 11:40-12:00

Gavin Scott, Beauty Bay

The DNA of Customer Experience: How to Culture Shift a Global Organisation James Elliot & Dean Arcan, BUPA Global

CX INNOVATION AND TRANSFORMATION- PART TWO 15:00-15:20 Marks & Spencer Case Study Bogdan Grigorescu, Marks and Spencer

CUSTOMER INSIGHT AND ANALYTICS

15:20-15:40 Expert Speaker: TBC 12:00-12:20 Vodafone Case Study: How can we Enable Customer Success in a Digital World?

15:40-16:00 Co-op Case Study: Transforming Business Services: It’s What We Do Adrian Morely, Co-op

Jason Hendrey, Vodafone Business 12:20-12:40 Expert Speaker: Callminer

16:00-16:30 Coffee & Networking

12:40-13:00 Liberty Mutual Insurance Case Study: Voice Enabled Virtual Assistants are

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

Transforming the Traditional Call Centre Laura McFarland & Chris Gormley, Liberty Mutual Insurance

16:30-16:50 KBC Bank Ireland Case Study: Developing our future colleagues Bob Stella, KBC Bank Ireland

13:00-14:00 Networking Lunch 16:50-17:10

“The best contact centre event I’ve ever been to. I’d recommend to anyone!” Head of Contact Centres, Dixons Carphone

Bought By Many Case Study: Listening to customers and colleagues alike to become the UK’s most Trusted Pet Insurer Alexander King, Bought By Many

17:10-17:15

Chairs Closing Remarks

17:15-17:45 Drinks & Networking

Agenda Summary Hall 2 PLENARY 9:00-9:10

Chair's Opening Remarks

9:10-9:35

Opening Keynote: The

9:35-10:00

Expert Speaker: TBC

10:00-10:25 Virgin Atlantic Case Study:

Martin Hill-Wilson,

Autonomous Customer 2020

Transforming our Customer Centre

Brainfood Consulting

Dr Nicola Millard, BT

Luke Squires, Virgin Holidays

HALL 2 AI AUTOMATION AND SELF SERVICE 11:00-11:20

EY Case Study: Seven Steps to Operations Heaven in the Contact Centre

SERVICE DESIGN IN THE CONTACT CENTRE 15:00-15:20 Centrica Case Study: Barriers and Opportunities to the Delivery of

Susanne Vanner, Ernst & Young LLP 11:20-11:40

AI and Agents: Transforming Customer Experience

11:40-12:00

Booking.com Case Study Ian Naylor, Booking.com

Customer Experience Patricia Sanchez-Diaz, Centrica 15:20-15:40 Expert Speaker tbc 15:40-16:00 Share UK Case Study: CX Excellence at the Share Centre Mary Cope & Gavin Morden, The Share Centre

CONTACT CENTRE AND THE CUSTOMER JOURNEY - PART ONE

16:00-16:30 Coffee & Networking

12:00-12:20 Census Life Case Study: Recognising Talent from ‘Behind the Walls’ Richard Rowley & Nicola Whitbread, Census Life 12:20-12:40 Expert Speaker: Odigo

OMNICHANNEL CUSTOMER ENGAGEMENT 16:30-16:50 Barnsley Council Case Study: Work is an Activity not a Location! Lisa Blackburn, Barnsley Council

12:40-13:00 RWE npower Case Study: Transforming Customer-focused Operations Chris Thewlis, npower 13:00-14:00 Networking Lunch

16:50-17:10

Expert Speaker: TBC

17:10-17:15

Chairs Closing Remarks

17:15-17:45 Drinks & Networking

CONTACT CENTRE AND THE CUSTOMER JOURNEY - PART TWO 14:00-14:20 Micro Scooters UK Case Study: Putting the Customer at the Centre – How Micro Scooters set out to Genuinely Help its Customers Ben Gibson, Micro Scooters UK 14:20-14:40 Expert Speaker tbc 14:40-15:00 Giftyenright.com Case Study: Why Diversity is Critical to the Success of a Contact Centre Gifty Enright, Giftyenright.com

“If I had to pick just one conference to attend each year, it would be this one! Always innovative case studies with take-home, implementable ideas” CX Director, Bupa

2020 Speakers Include:

Adrian Morley

Ben Lappin

Bob Stella

Bogdan Grigorescu

Chris Gormley

Chris Thewlis

Change and Implementation Manager Co-op

Head of Retention & CX The Guardian

Resource Planning Manager KBC Bank Ireland

AI Platform Marks & Spencer

Technologist Liberty IT

Director of Customer Service & Sales (Domestic) RWE npower

Jason Hendry

Llaura Hughes

Luke Squires

Mary Cope

Nicola Millard

Patricia Sanchez-Diaz

Global Head of Commercial & Service Management Vodafone Business

Communications & Development Manager Motability Operations Ltd

Head of Customer Centre & Trading Delivery Virgin Holidays

Head of HR, Learning & Development The Share Centre

Head of Customer Insight & Futures BT

Customer Experience Lead, Senior Manager Centrica

2020 Speakers Include:

Gavin Morden

Laura McFarland

Gifty Enright

Gavin Scott

Ben Gibson

Alexander King

Head of Customer Service The Share Centre

Communications & Marketing Manager Liberty IT

Author, Speaker, Women in the Workplace Expert Giftyenright.com

Head of Customer Service Beauty Bay

Managing Director Micro Scooters UK

Head of Customer Support Bought By Many

James Elliot

Susanne Vanner

Ian Naylor

Dean Arcan

David Evans

Head of Operations Support BUPA Global

Partner Ernst & Young LLP OTS, London

Head of Customer Operations Excellence Booking.com

Customer Experience Manager Bupa Global

Solutions Consultant Calabrio

Case studies include:

“

The Guardian Case study: Insurgent CX: How to champion the customer in organisations that are not customer centric Ben Lappin, Head of Retention & CX, The Guardian • Frustrated that your organisation says that it is customer centric, but then behaves in ways that are not? • Do your customer focused initiatives make the first draft of the budget but usually out by the final submission? • Discouraged because you can see the huge leaps forward your business could take if only they would prioritise customer experience? • While there are some ultra-visible companies that get customer experience right, most of us work in organisations where customer experience is often talked about as a priority, but rarely treated like one.

“

M&S Case Study: How we’ve delivered superior conversational experiences Bogdan Grigorescu, AI Platform, Marks & Spencer At Marks and Spencer we’ve delivered conversational experiences through Natural Language Processing to customers calling the retails stores and the contact centre. The platform achieved 100% uptime since go live and increased engagement rate by 38%. It contains 25% of calls through self serve functions and has reduced call transfers by 50%.

”

Adrian Morley, Change and Implementation Manager, Co-op Adrian will outline how Co-op implemented a global business services model to achieve the economies of scale and expertise it needed to support its “Stronger Co-op, Stronger Communities” ambition. The approach, which puts customers and colleagues at the heart of the transformation, was “Highly Commended” at the 2019 Engage Awards in which Coop also won Best Use of Voice of Employee.

”

The purpose of this session is to help customer experience professionals with playbook to champion their work and demonstrate the value they can add in organisations where they are not currently being heard.

”

Co-op Case Study: Scaling our award-winning global business services model

“

Motability Case Study: Virtual vs. Human Interaction: Is omnichannel actually the right thing for your employees and customers? Llaura Hughes, Communications & Development Manager Motability Operations Ltd Is it appropriate to push the customer to a virtual conversation before they can interact with a human being? With ever changing customer bases, expectations of first point resolution and a push to embrace technological changes, have you considered whether all of your front line employee are prepared for any customer contact that they may have? We’ll discuss the learns of synergising multi-channel communications, how best to interact with customers and how to utilise the findings from web chat, bot chat and speech analytics to ensure that any interaction with a customer focuses on emotional intelligence rather than concentrating solely on business process.

”

Case studies include:

“

Share UK Case Study: CX Excellence at The Share Centre Mary Cope, Head of HR, Learning & Development, The Share Centre How our ‘Good to Great’ strategy is driving continuous improvement through service design . How our approach to Leadership, Followership and Partnership in our customer facing teams (and the overall business) is driving increased service excellence for our customers.

“

”

“

BT Opening Keynote: The Autonomous Customer 2020 Nicola Millard, Head of Customer Insight & Futures, BT It’s the 10th anniversary of BT’s “Autonomous Customer” research and this year we’ve surveyed 6000 customers across 12 countries (including the UK, US, Australia, China, South Africa and Germany) about their expectations from customer experience, their top channel choices and what role the contact centre plays in all this. This presentation will unpick some of the trends, surprises and themes of 2020, as well as reflecting on what we got right (and wrong) in the 10 years since we started this research. We will answer questions such as: • Is the phone dead? • Is AI relevant to customers? • Do customers still want to chat, tap and talk? • How does the contact centre need to respond to these trends?

Liberty Global Case Study: Chatbots, Webchat and Virtual Assistants Chris Gormley, Technologis t& Laura Mackin, Communications & Marketing Manager, Liberty IT Voice enabled Virtual Assistants in Liberty Mutual Insurance’s Call Centres are handling 160k+ calls per month with zero call time queueing and 100% reliability, saving the business millions of dollars. There are numerous categories of calls being deflected away from the traditional call centre. The Virtual Assistants are capable of fully answering an extensive list of caller queries, as well as being able to redirect the caller to the most appropriate team member or department. Laura McFarland and Chris Gormley from Liberty IT (Liberty Mutual’s technology arm), will inspire your audience to leverage emerging tech within their org. They will talk through their Virtual Assistants which use cloud-based Amazon Connect and Amazon Lex. They will share how their innovation is saving Liberty Mutual millions of dollars each year and has been named as a best in class example by Amazon.

”

“

”

Virgin Atlantic Opening Keynote: Transforming our Customer Centre Luke Squires, Head of Customer Centres and Sales Engagement, Virgin Holidays A look at who we are, where we were and how we plan to transform the way we connect with our customers in a seamless and effortless manner for both our customers and our staff, focussing on People, Technology, MI and CRM.

”

“The ideas I took back to the office gave me a fresh way of working and helped overcome organisational barriers – I’ll be back, thanks for a great day!” Head of Customer Services, TK Maxx

Case studies include:

“

Seven steps to operations heaven in the contact centre Susanne Vanner, Partner, Ernst & Young LLP OTS Everyone knows that contact centres are coming under ever increasing pressure to reduce costs, increase effectiveness and drive customer satisfaction. How do you drive transformation and maintain delivery, when everything around you is also changing? Susanne Vanner, Partner within Strategy and Operations (Operational Transaction Services) at EY will reveal seven ways to optimise operational effectiveness within contact centres, drawing on over 20 years’ experience of leading contact centre transformation projects.

“

”

“

Vodafone Case Study: How can we Enable Customer Success in a Digital World? Jason Hendry, Global Head of Commercial & Service Management, Vodafone Business The principle of Customer Success started in the SaaS (Software as a Service) Industry, it has slowly migrated to technology companies who are looking to shift towards outcome based commercial modelling. With the drive to Digital Channels how do we enable the scarce physical resources to maximise the benefit for both customer and business alike. The questions are: • How do we create the right insight through Digital Channels? • How do we enact on those insights? • What is the correct blend between digital and physical?

”

Move over Gen Z: How Gen Alpha will shape the Customer and Employee Experience David Evans, Solutions Consultant, Calabrio Gen Z’s expectations on experience – both in the workplace and as a consumer – have been top of mind across all industries for the past ten years. As Gen Alpha (children born between 2011 and 2025) starts to come of age, companies must now look to adapt their customer and employee experience strategies to meet the expectations of this youngest generation. Taking a look at today’s adolescent behaviours and daily experiences – like their reliance on technology and interactions with robots – will help brands create and plan for what this generation will expect and answer questions such as: What role will voice communications play? How important will interactions with humans versus bots be? In this presentation, Dave Evans, Sales Engineer at Calabrio will share the findings of a survey that looked at the perceived gap between what companies expect Gen Alpha consumers to want and what parents of these budding new consumers think they will actually want. David will also dig into which technologies, processes and strategies brands will need to adopt to ensure top notch experiences for this generation.

”

“

Motability Operations Ltd. Case Study: Virtual vs. Human Interaction: Is Omnichannel really the right thing? Llaura Hughes, Communications & Development Team Manager, Motability Operations Ltd Do you really understand how your customers want to interact with your organisation? Have you asked yourself whether it is appropriate to push your customers towards a virtual conversation before they can interact with a human being? Just because omnichannel has worked for some, is it really a one size fits all? With ever-changing customer bases, expectations of first point resolution and a push to embrace technological changes, have you considered whether all your front line employees are prepared for any customer contact that they may have? In this presentation we’ll discuss the learns of synergising multi-channel communications, how best to interact with customers and how to utilise the findings from web chat, bot chat and speech analytics to ensure that any interaction with a customer focuses on emotional intelligence rather than concentrating solely on business process.

”

Case studies include:

“

Census Life Case Study: Recognising Talent from ‘Behind the Walls’ Richard Rowle, Managing Director & Nicola Whitbread, Operations Manager, Census Life Richard is the Managing Director of social enterprise Census Life, part of Queen’s Award Winner and ECCCSA Gold Winner Census Group.

“

There are numerous categories of calls being deflected away from the traditional call centre. The Virtual Assistants are capable of fully answering an extensive list of caller queries, as well as being able to redirect the caller to the most appropriate team member or department.

Richard will share how Census Life decided to take a very unique and unusual approach, as their entire business ethos is to support those with criminal records back into society through meaningful employment and to educate and influence other businesses, decision-makers and policy-makers.

Laura McFarland and Chris Gormley from Liberty IT (Liberty Mutual’s technology arm), will inspire your audience to leverage emerging tech within their organisation. They will talk through their Virtual Assistants which use cloud-based Amazon Connect and Amazon Lex. They will share how their innovation is saving Liberty Mutual millions of dollars each year and has been named as a best in class example by Amazon.

There are 11.7 million people in the UK with a previous criminal conviction, over 17% of the population, this presents a huge talent pool of people that businesses can directly benefit from. Behind every conviction there is a story, one which you won’t normally hear. However, delegates will hear from Nicola, Operations Manager at Census Life, on her journey from custody to community.

“

Centrica Case Study: Barriers and Opportunities to the Delivery of Customer Experience Patricia Sanchez-Diaz, Customer Experience Lead, Senior Manager, Centrica How do colleagues become able, empowered, and informed so that they deliver the intended customer experience? What are the barriers and/or opportunities to the delivery of the intended customer experience in the contact centre?

”

Laura McFarland, Software Technologist & Chris Gormley, Software Technologist, Liberty Mutual Insurance Voice enabled Virtual Assistants in Liberty Mutual Insurance’s Call Centres are handling 160k+ calls per month with zero call time queueing and 100% reliability, saving the business millions of dollars.

It is widely reported that staff turnover in the call centre industry is around 26% annually, considerably above the national average of 15%. This has a commercial impact on every single business. Losing staff effects your bottom line and in some ways your business becomes a ‘short-term’ fix for employees as they begin their journey on the employment ladder.

”

Liberty Mutual Insurance Case Study: Voice Enabled Virtual Assistants are Transforming the Traditional Call Centre

”

“

Micro Scooters UK Case Study: Putting the Customer at the Centre – How Micro Scooters set out to Genuinely Help its Customers Ben Gibson, Managing Director, Micro Scooters UK Customer centricity has been the buzzword for years now. But what are the proven tactics and projects undertaken by SMEs that actually allow this to happen? The thoughts and projects that will make a positive difference to company performance and customer loyalty. Hear from Micro Scooters who have embraced their customers and have a story to tell.

”

Case studies include:

“

Why Diversity is Critical to the Success of a Contact Centre Gifty Enright, Author, Speaker, Women in the Workplace Expert, Giftyenright.com Failing to attract, retain and get the most from the available resource pool is like doing business with one hand tied behind your back. Contact centres suffer from high staff turnover which is expensive, inefficient and highly disruptive to performance. Contact centres will reap fast and long-term rewards by investing in diversity. Not investing in this valuable change, risks your business being left behind.

“

”

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Barnsley Council Case Study: Work is an Activity not a Location! Lisa Blackburn, Customer Experience Manager, Barnsley Council Barnsley Council’s Customer Service Centre has embarked on a journey to create a fully agile workforce who has the capabilities to work anywhere at any time, thanks to the adoption of new technology and a wider cultural change programme. Work is no longer seen as something you have to complete in a building – but is something you can do whilst in the comfort of your own home (perfect in the winter weather when travelling can be a challenge), in a library, partnership building and sometimes in your favourite coffee shop! The presentation will walk through why the change had to happen, the key drivers for change, an high-level guidance on how to deliver an agile workforce, along with detailing key considerations before embarking on a similar journey. Concluding with an outline of the short, medium and long terms impacts of agile working.

”

Bob Stella, Operational Effectiveness Manager, KBC Bank Ireland In this fast paced presentation, Bob Stella shares some of the key considerations behind his new department, what it means to work in the contact centre of the future, our role in preparing our colleagues for it and how KBC’s pioneering collaboration between Planning, MI and Training will help them achieve this.

”

This talk will show you why Contact Centres need to invest in diversity, and as a result: • Keep your best talent • Become a magnet for new and engaged talent • Reap the benefits of a diverse and dynamic workforce. It will also give you a fresh and innovative perspective on diversity as tool to grow and enhance your contact centre. You will learn from this thought-provoking session: • The business case for diversity • How you to develop and maintain a diverse workforce • The rewards you and your business will reap by investing this business change.

KBC Bank Ireland Case Study: Developing our future colleagues

“

Bought By Many Case Study: Listening to customers and colleagues alike to become the UK’s most Trusted Pet Insurer Alexander King, Head of Customer Support, Bought By Many I used to be a CSE, it is a challenging role. • Customer can get stressed – they are not in control. • Customers want to be heard – we must listen. • CSEs can get stressed – they are not in control. • CSEs want to be heard – are we listening? Back when I first started, wrap-codes, marketing codes & refund reasons represented the full extent of VOC capture. Fast forward to 2020 and many of us will be balancing multichannel contact centres, including social media & review site responses. At BBM we cover XXX channels. Working on various systems isn’t ideal. However, we have ensured that VOC is captured across channel – explain tech, explain CX journey. Crucially we have open channels for VOE to be capture, mirroring that of the VOC – explain process, explain tech Prioritisation of development request are taken from VOC & VOE. In Customer Support we can’t dictate the businesses next steps. However, we CAN ensure it hears and listens to not only it’s customer but employees alike – as we often find, they are asking for the same thing. By listening in this way, we continue to develop Better Insurance, For Everyone. And along the way we are achieving high NPS score from both customers and CSE alike.

”

Gallery

Network with your peers

The New Attendee Experience Dynamic Event Guide showcasing our case study driven content, enabling you to create and build your own custom agenda, adding sessions and networking events to your

Professionals attend events for two primary reasons, to absorb content and to network

schedule.

A big reason for going to conferences is to meet

advance of the event’ on the day and even after the event.

Connecting with Peers Networking is one of the top reasons to attend a conference, enabling you to communicate with like-minded people, a painless way to introduce yourself to others, schedule appointments with exhibitors, sponsors or other attendees in

with likeminded people and industry peers. Conferences bring together people from all

Connecting with Content

different geographical areas who share a

After all ‘Content is King’, making it simple to actively

common discipline or field, they are a great way

participate in session discussions with real-time engagement

to meet new people in your field. Our exciting

features. Directly connect your social media profiles to the

NEW industry leading networking event app

event app for easy posting, sharing, and connecting with

other attendees, displaying social updates in real-time.

perfect platform to deliver interesting event content, effective face-to-face connections,

Gamification

digital interactive agenda, live polling enabling

A fun way to connect and play, explore event content,

more involvement during presentations,

complete challenges, earn points and badges, and win prizes!

Surveys providing feedback opportunities at the perfect time and more. Application run by:

Convince your Boss

Discover what happened in 2019

Dear [XXX], I would like to attend the Future of the Contact Centre Conference, 13th February, in London, UK. Official Highlights Video

I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here]. It’s great value for the level of intensive education. In 1 day, I’ll have access to: • Case studies from world-class brands [List Notable] Speakers include: [add here] • 10 topic streams covering the latest trends. • Interactive focus group sessions • Networking opportunities with 400 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] There are a number of strategic and tactical “how-to” case study presentations on the day that I feel will allow us to transform engagement and save cost in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here] I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C].

Contact Centres at the Crossroads

13 FEBRUARY 2019

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSOR

BRONZE SPONSORS

ContactCentreConference.com @EngageCustomer #EngageConferences

Future of the Contact Centre Conference is organised by Engage Business Media Ltd

FOCUS ON

FEATURE

Ringing Up The Changes

Fit For The Future

When mobile phone operator Three wanted to improve its struggling customer perception scores its contact centre team dialled up the solution

Traditional ways of shopping from the high street to catalogues are being challenged by the rise of E-commerce

FOCUS ON

From the boardroom to the Contact Centre: growing with your customers Tech giant Microsoft explains how it has transferred a ‘growth mindset’ from the boardroom to the contact centre and gained a whole new set of customer ‘fans’

CONTACT CENTRE F U T U R E

O F

T H E

C O N T A C T

C E N T R E

SPRING 2019

R E P O R T

2 0 1 9

EngageCustomer.com

CONTACT CENTRES AT THE CROSSROADS

Click here to read the Contact Centre 2019 Report

I’ll also be able to build new business relationships and share best practices with other attendees working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C]. Other staff members in our organisation will also be able to benefit as I will meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report. Please accept this proposal to attend as I’m confident in the significant return we will receive for the small investment. Thank you for your consideration.

FEATURE

The Customer Philosophy Belron studied Chinese wisdom to help it build a new omnichannel engagement framework to the joyful benefit of both customers and employees

VIEW FROM THE SUMMIT CHAIRS 7 & 9 2019 Contact Centre Conference chairs report from their respective halls. Conference proclaimed that contact centres are at a crossroads

Published by

"The best contact centre focused event I've ever been to - I'd recommend it to anyone!" Head of Customer Experience, Bupa

13 FEBRUARY 2020

Now in its 5th year the conference returns for 2020 Contact centres remain well placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of how they choose to interact with organisations and where the so called ‘customer journey’ is ever more complex. The chief aim of the 2020 conference is for delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful contact centre strategies in this brave new technology driven customer centric world.

To Register Your Place Contact: Email: Tickets@Ebm.Media Hotline: 01932 506 300 (Press 1)

ContactCentreConference.com @EngageCustomer #EngageConference

Standard

Bronze

Silver

Gold

Supplier

1 Ticket

2 Tickets

5 Tickets

10 Tickets

1 Ticket

• End User

• Full Conference

Pass

• 2 Seminar Halls

• Join Roundtable

Sessions • Lunch &

Refreshments

• Networking App

• Presentation

Slides • Access to Video Library • Networking Drinks Party

Slides • Access to Video Library

• Industry/Service Provider • Full Conference Pass • 2 Seminar Halls • Lunch & Refreshments • Presentation Slides • Access to Video Library • Networking Drinks Party

• Networking Drinks Party

£595

£995

£1995 £2995 £1495

+VAT £119

+VAT £199

+VAT £399

+VAT £599

+VAT £299 ORGANISED BY:

Venue Information 13 February 2020

How to register Booking hotline: 01932 506 300 (Press 1) • Online: www.ContactCentreConference.com

Victoria Park Plaza 239 Vauxhall Bridge Road London SW1V 1EQ

Directions: The four-star Park Plaza Victoria hotel in London, situated within walking distance of Victoria train, coach, bus and Underground stations, provides an excellent transportation link to London Heathrow and London Gatwick airports. On-site facilities include dining options, Amber Spa and an Executive Lounge, this Victoria Station hotel is thoughtfully designed to suit business, conference and leisure travellers alike. The Park Plaza Victoria is a non-smoking hotel.

End User Tickets

Delegate Packages include:

•

Standard Single: £595 +VAT

•

Full Conference Pass

•

Bronze - 2 Tickets: £995 + VAT

•

Access to 2 Seminar Halls

•

Silver - Up to 5 from same organisation:

•

Join Roundtable Sessions

£1995 +VAT

•

Lunch & Refreshments

Gold - Up to 10 from same organisation:

•

Networking App

£2995 +VAT

•

Presentation Slides

•

Access to Video Library

•

Networking Drinks Party

•

Service Provider & Vendor Tickets •

From London Paddington National Railway Station • Take London Underground • Travel via the southbound Bakerloo Line service to Oxford Circus • Change for the southbound Victoria Line service and depart at Victoria • Walk south on Wilton Road for 100 metres • Park Plaza Victoria London will be on your left • Estimated travel time 25 mins From King’s Cross & St. Pancras National Railway Station

Single: £1495 +VAT • Take the London Underground

Terms & Conditions: All payments must be received before the conference date. We reserve the right to refuse admission if payment is not received in advance of the event. Substitutions will be permitted at any time provided the delegate fee has been paid in full. Cancellation: All delegate fees are non-refundable, however are transferable to another Engage Business Media event on a like for like basis, all transfers are at

• Take the Victoria Line southbound towards Brixton • Depart at Victoria

the discretion of the event organiser. All invoices are due for settlement within 14 days from the invoice date unless agreed otherwise. Engage Business Media

• Walk south on Wilton Road for 100 metres

Ltd must be informed of any disputed invoices in writing within 14 days from the date of the relevant invoice. If for any reason the event is postponed or

• Park Plaza Victoria London will be on your left

cancelled Engage Business Media Ltd accept no responsibility for airfare, hotel or other travel costs incurred by clients. Data Protection: Engage Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be removed or not passed on to external organisations, please write to Engage Business Media Ltd at the address on this form.

• Estimated travel time 15 mins

Booking Form

Standard

Bronze

Silver

Festival Pass

Please sign and complete the form below, on receipt an invoice will be raised and issued. All invoices

(1 Ticket)

(2 Tickets)

(5 Tickets)

(Access all events for 12 months)

need to be paid in full prior to the event. Please reference your invoice number on payment.

£595+VAT

Phone: 01932 506 300

Email:

tickets@ebm.media

Or post to:

Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

£995+VAT

£1,995+VAT

£995+VAT

Delegate Package: ■ Access to all Seminar Halls ■ Join Roundtable Sessions

■ End User ■ Full Conference Pass

■ Lunch & Refreshments ■ Networking App

■ Networking Drinks Party

■ Presentation Slides ■ Access to Engage Hub

Industry: Financial Services

Retail

Transport & Logistics

IT/Telecoms

Business Services

Public Sector

Utilities

Healthcare & Pharmaceutical

Manufacturing

Leisure

Leisure & Tourism

Vendor/Service Provider

Consultant

Other

I wish to attend: Summits:

Conferences:

Employee Engagement Summit – 15th May 2020

Future of the Contact Centre Conference – 13th February 2020

CX Marketing Summit – 19th June 2020

Digital Workplace Directors Conference –12th March 2020

Customer Engagement Summit – 9th November 2020

Employee Wellbeing Conference –12th March 2020

Customer Engagement Transformation Conference –9th July 2020 Internal Communications Conference – 18th September 2020

Confirmation Whilst I may choose to withhold 3rd party consent, I understand that by choosing to allow my badge to be scanned by a sponsor, I am providing them with my personal data and in doing so I consent to being contacted by them after the event. I understand I have read and understood Engage Business Media’s Terms and Conditions (http://ebm.media/terms-conditions/) and Privacy Policy (https://ebm.media/privacy-cookies/) I have read and understood YES, I would like to attend the event(s) detailed on previous page. Please send me an invoice which will be paid in full prior to the event(s) detailed.

Focus Groups: Engage Focus Groups – 3rd April & 25th September 2020 Other - Please specify = £

This event is being sponsored by the sponsors listed on the event page. We may make your registration details available to select sponsors, in both ours and the sponsors legitimate business interests, and they may contact you about their product/services. *(required)

Registration

I am happy for my details to be shared

First name

Last name

Job title

Organisation

Signature

Address

Date Printed Name Post code

County Tel

Mobile

Finance Department Email

Job Title

For BACS payments please send to: Barclays Bank PLC, 3 Church Street, Weybridge, Surrey, KT13 8DD

Other Delegate details

Account Name: Engage Business Media Ltd

First name

Last name

Tel

First name

Last name

Tel

First name

Last name

Tel

First name

Last name

Tel

Job title

SORT CODE: 20-90-56

ACCOUNT No:

23232689

IBAN:

GB50 BARC 209056 23232689 SWIFT CODE: BARC GB 22

Bank transfer: If paying by bank transfer please ensure that remittance advice is sent to tickets@ebm.media. Please QUOTE INVOICE NUMBER, failure to do so may result in a delay in processing your delegate ticket.

Job title

EngageCustomer.com • EngageEmployee.com Job title

EngageCxMarketing.com • EngageAwards.co.uk • EngageInfoSec.com @EngageCustomer

Registration Questions Where did you hear about this event? Email

Terms and Conditions

What's your annual relevant purchasing budget?

Telephone call

Website

Google

Partner organisation

Social media

£100,000 or less £100,001 - £250,000 £250,001 - £500,000

Other (please specify)

£500,001 - £1 million £1 million - £5 million

What is the primary reason for

£5 million - £10 million

attending this event?

Over £10 million

For networking purposes I am researching for a new project For professional development,

Do you currently have a live project that you're working on?

learning and knowledge To find new suppliers, products

Yes

and services

What is your purchasing responsibility?

How many employees does your organisation have?

Make purchase 1-24

Authorise purchase Influence purchase

25-49

Specify suppliers

50-99

I have no purchasing responsibility

Which best describes your regional responsibility?

EVENT TICKETS - These ticket terms and conditions as contained below and the abbreviated version found on the booking form are an acknowledgement of agreement (“the Contract”) and apply to all services (“the Services”) provided by Engage Business Media Ltd (“the Organisers”). By signing the booking form, the “Customer” accepts the following terms: In the event of any inconsistency, conflict or ambiguity between the Terms and Conditions and any terms and conditions stated on the Booking Form, the provisions of these Terms and Conditions shall apply. Any issues regarding the sale of a ticket, the terms and conditions or anything relevant to accessing the event should be presented in writing prior to signing the booking form to tickets@ebm.media.

100-249 250-499 500-999

TICKET TERMS - “End User” shall mean an individual who works for a company and benefits from the content at the event, they have no service, product or any offering that could be discussed, presented or of interest to another end user delegate at any Engage Business Media event. • “Supplier/Vendor/Industry ticket” shall mean any person, company or partnership, their agents, or contractors who have a commercial service, product or any offering that could be discussed, presented or sold at any Engage Business Media event. SUPPLIER / VENDOR / INDUSTRY TICKETS - To protect the investment of our sponsors, we charge a ‘Supplier Ticket’ fee which is calculated and comparable to a sponsorship package. Discounted vendor passes are not available for the purpose of evaluating the event for future sponsorship. This policy has been in effect since Engage Business Media started and ensures the best outcome for both our sponsors and end user delegates. Please Note: We will decline all registrations that do not meet the relevant criteria and Engage Business Media reserves the right to decline attendance at any event. BOOKING AND PAYMENT - To purchase a ticket for any of the Engage Business Media events a signed booking form specific to the event is required, this can be presented over email, post or by booking over the website in accordance with the instructions set out therein (“Booking Form”). You are responsible for the accuracy of your Booking Form, including in particular your contact details (which we will use to contact you from time to time and in accordance with these Terms and Conditions). Submitting a Booking Form constitutes an offer by you to purchase a ticket for the event in accordance with these terms and conditions. The Ticket Terms and Conditions apply to the booking of all tickets to the exclusion of all other terms and conditions. We will confirm receipt of your booking form by providing an electronic receipt and/or digital ticker, however the booking and/or event ticket is not confirmed or deemed accepted until a signed booking confirmation is received. The Ticket Terms and Conditions will be binding by both Parties from that point. Where there is a price to attending the event and payment has not been paid in full at the time of the booking, following confirmation of your booking we will issue an invoice for the full price of your Event ticket (as set out on your Booking Form, plus VAT as applicable) (the “Fee”). The fee must be paid and funds received in accordance with the payment terms and instructions set out in the invoice or received prior to the event date, whichever is sooner. Unless otherwise stated therein, the fee covers your entry for the duration of the event only and is exclusive of all travel, accommodation, insurance and other costs (all of which must be arranged and met by you). Fees are strictly non-refundable and all invoices are liable for payment regardless of attendance. EVENT ATTENDANCE - Compliance with instructions and regulations, by attending the Event you comply with all applicable law, including (but not limited to) all health and safety legislation and requirements. All instructions given by us or on our behalf, including (but not limited to) in relation to any security arrangements and the terms and conditions of the Event venue (a copy of which is available on request prior to the Event). SAFETY AND SECURITY - You are responsible for ensuring your own safety and security whilst attending the Event as set out in these terms and conditions, we shall not be liable for any loss or damage suffered by you. FILMING AND PHOTOGRAPHY - We may, at our discretion photograph, film, broadcast or record the Event for our own use and purpose. You grant us an irrevocable licence to use and sub-license the use of your name, voice, likeness, image, statements and any contribution made by you at or to the event in any and all media (whether now known or hereinafter invented) throughout the world and in perpetuity. You are not allowed to photograph, film, broadcast or record the event without express prior approval from the organiser.We reserve the right to refuse entry to the event, or subsequently remove you from the event if you fail to comply with these ticket terms and Conditions.

Americas

1000-4999

DELEGATE BADGES - Provided delegate badges must be worn at all times during the event. Badges are only valid for the registered delegate and cannot be passed on or shared by any other person than the name on the badge. Any misuse will result in delegates being denied access to the event or asked to leave at the organisers discretion.

Europe

EMEA

5000+

CANCELLATION OR NO SHOW - All delegate fees are non-refundable.

Middle East

Global

Asia

No refunds or credits will be given for non-attendance at any event. TRANSFERRING A TICKET - In the event that you are unable to attend the event you may transfer your booking to a colleague from the same organisation or another Engage Business Media event on a like for like basis (as specified in the Booking Form) without charge. All transfers are at the discretion of the event organiser.

TICKET RESALE - Under no circumstances may your event booking be resold by you or on your behalf. If we have not charged you a Fee in order to attend the event and you are unable to attend or offer an alternative attendee from the same organisation you may be charged a cancellation fee if applicable and made clear at the time of booking. AMENDMENTS AND CANCELLATION TO AN EVENT - We may, at our sole discretion and without liability to you, make changes to the event timings, date, event schedule or even location within the U.K. In the event that it is necessary to cancel or postpone the event as a result of any reason outside of our control (as decided by us in our sole discretion), we will endeavour to arrange or provide a replacement event and, in such circumstances, your booking and the ticket terms and conditions shall apply to such replacement Event. LIABILITY - Nothing in the ticket terms and conditions shall exclude or restrict our liability to you for death or personal injury resulting from our negligence, the negligence of our employees in the course of their employment, or any other liability which cannot be excluded by law. Under no circumstances shall we be liable to you for any direct or indirect consequential costs or losses suffered by you, whether in contract or otherwise. Indirect costs and losses shall include (but not be limited to) any loss of anticipated profits, savings, business or opportunity and loss of publicity. The views expressed speakers at the event are their own. We shall not be liable for the views, acts or omissions of any speaker or any other attendee at the event. Any information given or distributed at the event shall not constitute advice and should not be relied upon. Our maximum liability in contract, tort, or otherwise (including any liability for any negligent act or omission) arising out of or in connection with our obligations under the ticket terms and conditions shall be limited to a sum equal to the amount of the ticket sale fee (if applicable). You shall indemnify us and keep us indemnified from and against all claims, damage, losses, costs (including, without limitation, all reasonable legal costs), expenses, demands or liabilities arising out of or in connection with any breach by you of the ticket terms and conditions. You and the organisation specified on the Booking Form (if applicable) are jointly liable for your obligations in accordance with the ticket terms and conditions, you confirm that you have all the necessary authority, consents and permissions to attend the event. ANTI-BRIBERY - We comply with our anti-bribery and anti-corruption policies (available on request) and updated from time to time. USE OF INFORMATION - We may share the information provided by you to us on both the booking form and/or any other communication with our employees, officers, representatives, sub-contractors and commercial partners when applicable in connection with the administration, registration relevant to the event. Our registration requires information that includes (not in its entirety) your organisation, job title, email, phone number and when applicable postal address, this information may be included on a delegate list, event app and may be made available to attendees and some commercial partners and carefully selected external companies for marketing purposes. We believe that based on registration and current position you would be interested in other related events, business media opportunities and products/services our commercial partners offers. We will send you emails about our events, business media opportunities and you may also hear from specific commercial partners regarding their products and services, we look forward to working with you again soon. If you wish to not receive marketing from us then please click the link of the footer of all our marketing emails of contact us at optout@ebm.media and you will instantly be unsubscribed from our email database (please notify us at least 48 hours prior to the event). We have prepared a plain English and simple privacy policy that explains how we will use your personal data, this can be found at www.ebm.media/terms-conditions Please note: If you attend a session given by a sponsor and/or your badge is scanned by a sponsor at the event this enables them to follow up with you regarding relevant information on products or services which they believe may be of interest to you. ENTIRE AGREEMENT - These ticket terms and conditions constitute the entire agreement between both parties and supersede/override any other agreements, promises, assurances, warranties, representations and understandings between the parties, whether written or oral by any employee of Engage Business Media, relating to its subject matter. THIRD PARTY RIGHTS - These ticket terms and conditions are personal to the parties, and no third party shall have any rights, including under the contracts (Rights of Third Parties) Act 1999, to enforce the same. WAIVER - No failure or delay by us in exercising any right or remedy provided under this the Ticket Terms and Conditions or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict our further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict our further exercise of that or any other right or remedy. APPLICABLE LAW AND JURISDICTION - These ticket terms and conditions, their subject matter and their formation, are governed by English law. The courts of England and Wales shall have exclusive jurisdiction to settle any disputes arising in connection with these ticket terms and conditions, including any non-contractual terms. However, if you are a consumer and are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

EBM Group Events Future of the Contact Centre Conference

Focus Groups

Digital Workplace Conference Thursday 12 March 2020

Thursday 13 February 2020

Friday 3 April & Friday 25 September 2020

With the contact centre space providing a significant, growing opportunity for customer experience, it is these touch points that provide a powerful tool to transform the success of a brand in today’s digital world where customers expect responses 24x7x365.

Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences across a wide range of topics in a structured professional environment.

Employee Wellbeing Conference

Employee Engagement Summit 2020

Thursday 12 March 2020

Friday 15 May 2020

The challenges and opportunities relating to the mental, financial and physical health related wellbeing of our people are now firmly at the top of the business agenda, alongside increasing awareness and understanding of the myriad of issues involved.

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2020, being held on 10th May in Central London.

Customer Engagement Transformation Conference

Customer Engagement Summit 2020

Engage Awards 2020

Thursday 9 July 2020

Monday 9 November 2020

With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes.

Our flagship Customer Engagement Summit is back. Delegates will hear from 45+ speakers, and we’ll be covering the latest, hottest topics in the industry.

Following on from the success of the 2019 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2020 to the International Engage Awards.

01932 506 300 (press 1)

tickets@ebm.media

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

EngageCustomer.com

Our Digital Workplace Directors Forum will examine in detail how the needs of our people are changing and how and where we can equip them to cater for this workplace revolution. Failure to do this is not an option.

CX Marketing Summit 2020 Friday 19 June 2020 Our case study and high level networking driven CX Marketing Summit will examine in detail the key issues, challenges and opportunities facing the marketing community against a background of rapid advances in technologies

Monday 9 November 2020