2014 Customer Engagement Summit Guide by Engage Business Media

FRIDAY 28 NOVEMBER 2014 VICTORIA PARK PLAZA, LONDON Inspiring change to drive customer and employee engagement, performance and proďŹ tability

EVENT GUIDE www.engagecustomer.com #EngageSummits DOWNLOAD MOBILE EVENT GUIDE

m.engagecustomer.com

Our Sponsors

CLICKTOOLS BOOTH #14 in Beatrice 2

www.engagecustomer.com #EngageSummits

WELCOME A very warm welcome to the third Customer Engagement Summit, the only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer experience and retention, employee engagement, business performance and proﬁtability The Summit this year draws on the success of our ﬁrst two Summits and is bigger and better than ever, with more streams, more speakers, more case studies and more opportunities for high level yet informal networking. Case study presentations and speakers at the Summit this year include British Airways, Ladbrokes, Yorkshire Water, M&S, Home Retail Group, Argos, Maplin, Air France, Engage Mutual, Charles Tyrwhitt, TCS, Barclays, Domino’s Pizza, Miele, O2, Fidelity, BT, Thresher and Glenny, Barclaycard, DFS, Nationwide and more.

This year’s Summit will reﬂect and highlight the sheer pace of change in our increasingly digital economy - where technology is driving rapid changes in customer behaviour and where organisations will need to transform themselves in order to engage successfully with our always connected customers.

New for 2014 are a series of roundtable discussions that will dig deep into the challenges and opportunities in the fast changing worlds of employee and customer engagement and experience. These roundtable discussions are designed to add another dimension to the Summit and to enhance our offering to delegates and sponsors alike.

There is also increasing awareness that the old silo mentality is no longer ﬁt for purpose as organisations need to communicate and co-operate across departments as they strive to keep up with the expectations and demands of their customers.

The Customer Engagement Summit has gained a reputation for delivering world class content over the past few years and once again as you can see we have a mouth - watering roster of case study presentations for delegates to enjoy alongside economic analysis, latest consumer research, high level panel debates, great networking opportunities, and a splash of entertainment to end the day.

This is underpinned by a growing recognition at board level that our people and our customer relationships are the most critical areas for future business success.

The chief aim of this Summit is for delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful employee and customer engagement strategies over the long term to create and maintain sustainable competitive advantage. Have a great day. Steve Hurst, Editorial Director Engage Customer

CONTENTS 4

Floor Plan

Agenda Summary

6-17

Agenda

18-19

Rountables

21-27

Sponsors

Exhibitors

Partners

37-38

Feature

Steve Hurst - Editorial Director steve@engagecustomer.com T: 01932 506 304 Nick Rust - Sales Director nick@engagecustomer.com T: 01932 506 301 Chris Wood - Managing Director chris@engagecustomer.com T: 01932 506 303 Rachel Blake - Marketing Executive rachel@engagecustomer.com T: 01932 506 302 Kelly Frazer - Conference Producer kelly@engagecustomer.com T: 01932 506 305 Fiona Forbes - Event Organiser ﬁona@engagecustomer.com Dan Keen - Delegate Sales daniel@engagecustomer.com Jason Appleby - Graphic Designer

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG The Customer Engagement Summit is organised by Engage Customer. Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more.

CUSTOMER ENGAGEMENT SUMMIT 2014

FLOOR PLAN Beatrice 1 Stage

9 8

Catering Station

11 LOWER LEVEL 1

6 5

EXHIBITORS

12 Victoria 2

Beatrice 2

Victoria 1

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

2 1

15 Entrance

Aspect Software eDigital Research Verint / KANA Ember Services Pitney Bowes Interactive Intelligence Trustpilot WNS NewVoiceMedia Grass Roots Nunwood NICE Systems Confirmit Clicktools Adetiq

Entrance Partners

Catering The Help Desk

Lifts

16 Cloakroom

Registration

Business Centre

20 17

Stairs to Reception

16 17 18 19 20

The Peer Awards Professional Planning Forum C3Partners UKCCF Call Centre Management Association

To Lift

LOWER LEVEL 2

ROUNDTABLES 1 2 3 4 5 6 7 8

The Peer Awards The Innovation Awards Aspect Software Zendesk Nunwood C3Partners NewVoiceMedia Merchants

To Lifts

Lobby Stairs to Reception

2 1

4 3

6 5

8 7

Edward Suites/Roundtables 4

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA SUMMARY 08:00

Registration and Coffee

PLENARY KEYNOTES: Victoria 1 & 2 09:00 09:10 09:40 10:10 10:40

Welcome and opening remarks: Mike Havard, Director, Ember Services Economy Keynote: Louise Cooper, Independent ﬁnancial analyst, writer, Times Financial Columnist and Broadcaster Keynote: The link between employee engagement, customer engagement, performance and proﬁtability: Richard Bandell, CEO, Grass Roots, Andrew Stephenson, HR Director, DFS Keynote: In search of customer experience excellence: International best practice in 2014 David Conway, Chief Strategy Officer, Nunwood Coffee

Victoria 1 (Chair - Mike Havard, Director, Ember Services)

Victoria 2 (Chair - Justin Hunt, Founder, Social Media Leadership Forum)

EVOLUTION OF VOICE OF THE CUSTOMER

EMPLOYEE ENGAGEMENT

11.00 11.20

11:00

11:40

Clicktools Case Study: David Jackson, CEO, Clicktools Customer Service Transformation at Home Retail Group: James Leech, Service Lead, Argos Customer Services, Home Retail Group Bringing a low effort customer experience to life: Tracy Sheldon, Head of Ops Support, Ageas Retail Direct

OUTSOURCING CUSTOMER SERVICES 12:00 Love My Brand! - How blurring the lines between you and your outsourced partner can deliver exceptional customer experiences: George Todd, Managing Director, Merchants 12:20 Business Case for Impact Sourcing: Gareth Pritchard, CEO, BpESA 12:40

13:00

PANEL DEBATE Customer Experience in Outsourcing: Peter Ryan, Principal Analyst - BPO, Ovum Mark Hillary, Outsourcing specialist, globalisation author and blogger

11:20 11:40

Voice of the Customer Programmes: Your Key to Employee Engagement Lee Mostari, Director, Transformation & Insights Consulting and Product Marketing, NICE Systems Joining the dots to have a 'Whole Person Approach' at work: Nupur Mallick, Director HR, Tata Consultancy Services (TCS) “The Difference is You” How Argos help their Colleagues & Customers prepare for the digital store: Lucy Crowther, Head of retail HR, Argos Stephen Hewett, Founding Partner & Director, C3

DIGITAL CUSTOMER ENGAGEMENT 12:00 Harnessing the power of digital to deliver a seamless and personalised customer experience: Megan Neale, Transformation Strategy & Operations, HGS Europe 12:20 Digital Customer Engagement - Think it, do it, be it: Vicky Godolphin, Head of Digital, Accenture Ireland 12:40

PANEL DEBATE Digital Customer Engagement Panel Debate: Ross Sleight, Chief Strategy Officer, Somo (Chair) Pratick Thakrar, Founder & Managing Director, Inspired Mobile Alex Meisl Chairman, Sponge & WiForia Ltd Paul Hughes, Head of Social Engagement, Telefonica O2 UK Edward Mason, Director, Thresher & Glenny Laura Birch, Social Media Manager, Barclaycard Europe

Lunch

MULTICHANNEL CUSTOMER ENGAGEMENT

CUSTOMER ENGAGEMENT

14:00 Top tips for building a successful multi-channel VoC programme: Claire Sporton, VP, Customer Experience Management, Conﬁrmit 14:20 Empowering Customer Service Personnel and Using Customer Feedback to Facilitate Change to Improve the Bottom-line: Mathis Wagner, Head of Customer Services, Charles Tyrwhitt 14:40 In the age of digital disruption, multi-channel gives our customers what they want: Laura Jamieson, Director, Head of Customer Experience Improvement, Barclays

14:00 Driving Customer Satisfaction through Employee Engagement: Peter Wilson, Consultant, Verint Warren Tait, Customer Services Director, Neopost 14:20 The London 2012 Customer Experience and beyond: Heather McGill, Director/Owner, Experience 360 14:40 Engage Mutual Case Study - Creating commercial value through customer beneﬁts: Peter Burrows, CEO, Engage Mutual

15:00

Coffee

RETAIL CUSTOMER ENGAGEMENT

FINANCIAL SERVICES CUSTOMER ENGAGEMENT

15:30

15:50 16:10

Building a customer feedback programme to deliver results - eDigitalResearch and Ladbrokes case study: Derek Eccleston, Commercial Director at eDigitalResearch Domino's Pizza Case Study: David Wild, Chief Executive, Domino's Pizza Group “You are what you do” – the importance of Value based customer experiences: Richard Stollery, Head of Customer Sales and Service Centre Transformation, Marks & Spencer

15:50

16:10

Bucking the Trend in the Finance Sector - how CaaS raises the bar in Customer Service Excellence Sharon Field, Managing Director and Founder, Fortalis How employee engagement impacts customer engagement, performance and proﬁtability Peter Sinden, Director of Sales & Service, LV= Connecting our people to the daily lives of our customers: Sean Risebrow, Director of Customer Experience, Fidelity

SOCIAL CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT IN CONTACT CENTRES 16:30

16:50

17:30

16:30

The ideal contact centre – the place where everything comes together: Gerhard Heide, Director Global Market Strategy, Pitney Bowes PANEL DEBATE Future of Contact Centres Panel Debate: Dr Nicola Millard, Head of Customer Insight & Futures, BT (Chair) Vanda Nena, Social Media Servicing Supervisor, Air France; Jo Storey, Head of Customer Performance, Barclays; Gerhard Heide, Director Global Market Strategy, Pitney Bowes; David Joel, Enterprise Business Development, Deluxe Laboratories

16:50

‘Social Retail Case Study- Maplin Electronics’ - Tweeting from the shop ﬂoor: Pete Doyle, Founder & CEO, Social Retail Group PANEL DEBATE 20th Century thinking is dead: why the information revolution means you need a new plan: Ben Stockman, Founder, SXSELondon (Chair) Jon Morter, Award-winning social media community specialist and speaker; Andrew Walker, Digital tech entrepreneur, creative director & data geek; Mevan Babakar, internet native, a talented content creator, and a digital activist, SXSELondon; David Angell, SEO & Wordsmith Digital Director

Entertainment and Networking Drinks Party - iPad Draw: Sponsored by HGS - Featuring Comedian, Simon Evans

Agenda details on pages 6-17 Roundtable Programme from 11:00am to 17:10. 8 tables, 40 minutes sessions. For details see pages 18-19

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA Victoria 1 & 2 Plenary 09:00

Welcome and opening remarks Mike Havard, Director, Ember Services

Mike has had 25+ years in customer management strategy, operational delivery and leadership roles, with organisations including BT, TDG, Sitel, CM Insight and Verint. He is currently a director of Ember Services, a strategic customer management consultancy focused on financial and performance analysis to support customer operations strategy and investment - helping organisations to determine ‘what better is’ and being unashamedly financial in perspective. He also sits as Non-Executive Director on the Boards of other companies in the customer management arena, covering anti-fraud technologies (Semafone) and skills optimisation technologies (Silver Lining) as well as advising the Boards of major outsourcing and hosted platform providers. He also sits on the CCA Standards Council, where as a founding member, he helped establish the Global Standard for Contact Centres with the CCA. He is an Honorary Life Fellow of the IDM, where he also works as an Executive Board member on the Institute’s journal and on their Education Council. In addition to these roles, Mike also sits on the Editorial Board of the Journal of Financial Services Marketing. He has authored management textbooks in this area, and has had many thought leading papers published. Mike has been a trusted and influential advisor to many government departments in respect of customer management developments and their contribution to national economic health and effectiveness. He is also likes to escape and do dangerous things in the mountains occasionally. 09:10

Economy Keynote Louise Cooper, Independent Financial Analyst, Times Financial Columnist, Writer and Broadcaster

Louise Cooper is a Chartered Financial Analyst, writer, Times ﬁnancial columnist, broadcaster and reporter on economics and market activity for senior economists and policy makers. She appears regularly on BBC news, ITV, CNBC, Sky News and BBC Radio plus many others and writes for national newspapers. Described as “well informed and lively” she offers “brilliant analysis of economics and ﬁnancial markets in a way which is insightful and easy to understand”. 09:40

Keynote: The link between employee engagement, customer engagement, performance and proﬁtability Richard Bandell, CEO, Grass Roots Andrew Stephenson, HR Director, DFS

This presentation explores the synergies between engaging employees to deliver outstanding customer engagement enabling market growth, customer retention, loyalty and advocacy. A case study given by DFS, will illustrate the beneﬁts of engaging employees to deliver a

great customer experience and the difference in performance and profitability that this brings. Richard Bandell is the Chief Executive Officer of Grass Roots Group PLC, the world's leading provider of employee and customer engagement solutions. Grass Roots was founded in 1980 and creates value for its clients by inspiring people to deliver outstanding results. Richard's career spans 30 years and he is recognised for his expertise in customer loyalty, employee engagement, market research, and meetings & events. Grass Roots has 1,100 people spread across 30 locations around the world and provides solutions to leading private and public sector companies in over 100 countries. Richard has lived and worked in the UK, France, Germany, the Netherlands, Russia, the Middle East, and Asia Pacific. Andrew is a results focussed HR professional with significant experience in organisational development, change programmes, reward, talent and performance management. He joined DFS in 2009 having previous retail operations and HR experience within Dixons Retail, B&Q, Virgin and Vodafone. Andrew's role includes the people agenda for 3500 employees across manufacturing, retail, supply chain and central operations in the UK and Europe. He is a Fellow of the Chartered Institute of Personnel and Development, a doctoral research candidate at Staffordshire University, a FA Licensed coach and a footballer who has not yet lost the belief that an England call up is possible. 10:10

Keynote: In search of customer experience excellence: International best practice in 2014 David Conway, Chief Strategy Officer, Nunwood

Nunwood’s Customer Experience Excellence Centre has been analysing the performance of the UK, Australian and US markets for ﬁve years. Its work focuses on understanding the distinctive characteristics of outstanding brands, then applying this best practice to other businesses and sectors. Drawing on over 1 million consumer evaluations of 800 brands, including recently released studies of Australia and the UK, this keynote focuses on establishing which kinds of customer experience investment create the most effective results. David co-manages the company’s global customer experience management practice and oversees Nunwood’s Customer Experience Excellence Centre, an on-going approach to systematically identifying global best practise David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Bank, where he was responsible for 3,500 staff charged with delivering world-class experiences to more than 6.5 million customers. He also led the design, set-up and launch of the group’s Smile brand. David is based out of the United Kingdom, but continues to work directly with clients around the world. 10:40 Coffee

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA Victoria 1 Chair: Mike Havard, Director, Ember Services

Evolution of Voice of the Customer 11.00

How smart companies turn feedback into action David Jackson, CEO, Clicktools

David's presentation will explore the ﬁve capabilities that smart companies use to drive improved business performance from their VoC programmes. David Jackson is one of the original founders and CEO of Clicktools, the world’s leader in the ﬁeld of customer feedback integrated with CRM. He developed the Excellence in Customer Experience assessment framework and is widely recognized as an expert in the area of customer focused organisations. Much of his time is spent with clients, working with senior managers to design and implement effective feedback measurement and management strategies to build organisations that can continually adapt to meet changing customer needs. David is a popular speaker around the world. He has had many articles published and is the author of several books, including “Dynamic Organizations: The Challenge of Change” and “Becoming Dynamic.” When not working, he enjoys listening to an eclectic selection of music and water colour painting, at which he needs much practice! 11.20

Customer Service Transformation at Home Retail Group James Leech, Service Lead, Argos Customer Services, Home Retail Group

Following a review of its set up and practices, HRG Customer Services undertook a huge programme of transformational change to deliver improved operational set up, ways of working and improved customer service. The program was titled “Contact Centre of the Future” Focusing on “making it easy for a customer to shop with us”, HRG Customer Services addressed key issues including the increasing complexity of propositions and it’s operating model whilst acknowledging that the role it plays is crucial to customers. With the majority of projects now complete, HRG is on its way to realising its aims of a contact centre armed with technology capable of change, with a flexible operation focused on resolving customer issues leading to reduced customer effort. I’m 31 years young, married to Lindsay, with 2 children Alfie and Lexie. I have worked for Argos (Home Retail Group) all of my career. After University (I studied Management Science and Computer Science) I worked my way up through the various management positions in stores, and then became an area manager. After briefly running a region for Argos I moved into Head Office and I became responsible for the development of customer service within stores. Whilst doing this role I became involved in creating the current strategic road map for Argos, specifically around multi-

CUSTOMER ENGAGEMENT SUMMIT 2014

channel customer service, and this then led to me undertaking my current position where I am responsible for the development and improvement of contact centre services for Argos, plus I lead the customer insight and recovery teams. Outside of work I love football, Formula1 and table tennis; I’m manager of a Saturday football team and have started a youth development programme for the same club on a Sunday. I also love taking my family abroad on caravan holidays and nothing relaxes me more than cooking on a Friday night with a glass of red in my hand. 11:40

Bringing a low effort customer experience to life Tracy Sheldon, Head of Ops Support, Ageas Retail Direct

This case study explores how you go about making it as easy as possible for customers to do business with you in a Financial Services world, exploring a range of tactics that have been employed in order to deliver tangible change in customer experience. Tracy Sheldon was appointed Head of Operations Support at Ageas Retail Direct (RIAS and Castle Cover brands) in September 2009. As Head of Operations Support, Tracy is responsible for operational customer experience, process improvement, the operational change agenda and a range of operational support activities. With over 25 years of ﬁnancial services experience in Retail Banking, Wealth Management and General Insurance, Tracy leverages her extensive skill set from sales, marketing, change management and operational roles in order to deliver customer�focused solutions, which generate strong commercial results. Tracy has a Marketing and Psychology degree and holds a range of other professional qualiﬁcations including Prince 2, CeFA, AFPC and is a Lean Six Sigma green belt. In her spare time, she is a keen gardener and enjoys travelling.

Outsourcing Customer Services 12:00

Love My Brand! - How blurring the lines between you and your outsourced partner can deliver exceptional customer experiences George Todd, Managing Director, Merchants

The world has a number of iconic brands that are held up as the holy grail of customer service. Merchants Managing Director George Todd will unpack what makes those organisations not just trailblazers but loved by their staff and customers alike. George will look at how these lessons have enabled Merchants to deliver exceptional customer experiences from outside the organisations they partner with. George Todd began his career in the contact centre industry as an agent selling insurance. He rapidly moved through the management ranks including training and development coupled with operational management including head of sales and customer service for RBS Insurance.

AGENDA In 2007 George joined Merchants UK as an International consultant where he embarked on numerous programs ranging from transitioning services from captive to outsource and onshore to offshore across multiple locations. Included in this George carried overall training and development responsibility for the establishment of one of the largest outsourced financial services customer management divisions with Nationwide. George spent a significant amount of time in the United States conducting process adoption for UK markets. George became the first non-Nationwide staff member to receive the Nationwide Gold Pride Award for value adoption, demonstrating his passion for getting absolute value alignment in BPO relationships. George moved to South Africa with Merchants to manage the CarPhone WareHouse offshore contact centre, and achieved significant performance results whilst being accountable for this service. George has held various positions within Merchants from leading the Training and Development division to Operations General Manager responsible for both local and international clients as well as Central Support Services including WFM, Quality/Customer Experience, MI, Business Improvement and Operational Training. George is currently responsible for the day-to-day operational delivery and ensuring future profitable growth as Merchants Managing Director. George is a certified Net Promoter Score Associate Professional and has successfully implemented one of the world’s leading NPS contact centres in Cape Town, South Africa. 12:20

Business case for impact sourcing Gareth Pritchard, CEO, BpESA

Impact sourcing is the socially responsible arm of the Business Process Outsourcing (BPO) sector that targets the employment of people who have limited opportunities for sustainable employment—often in low-income areas. It has the potential to transform the lives of disadvantaged people around the world. As a business it also offers significant commercial benefits making it a highly attractive option for global brands such as Amazon, Google and Microsoft with support from the Rockefeller Foundation. Gareth Pritchard has been involved in the BPO sector since 1998 working in Europe, India and South Africa. As Managing Director of Lufthansa Process Management GmbH the company organised the transfer of travel related processes offshore to South Africa in 1998, the first BPO investment into the country. The company was subsequently bought in 2007 by Teleperformance, one of the world’s largest operators of call centres. As Managing Director of Teleperformance (South Africa) he oversaw the expansion of the call centre to over 600 seats. In 2008 Pritchard became involved with BPeSA, the industry body for the BPO sector in South Africa, taking up a position on the board. In 2010 he took on the role of BPeSA Western Cape CEO and in 2012 the position of

national CEO. He is primarily responsible for engaging with the international community to explain the South African value proposition and to ensure that potential investors have the right information at hand to make informed decisions.

Panel Debate 12:40

Customer Experience in Outsourcing Peter Ryan, Lead Analyst - BPO, Ovum Mark Hillary, Outsourcing specialist, globalisation author and blogger,

Peter Ryan leads Ovum’s front office BPO research, having started at Datamonitor, (Ovum’s parent company), in 2003. Peter’s areas of research are wide-ranging within BPO/CRM and include company profiling, offshore & outsourcing, selfservice technology & speech solutions, national & sectoral market segmentation/sizing, internal & external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centres in EMEA, Eastern Europe, North & South Africa and Canada, as well as on investment in voice applications and enterprise software market events. Peter is a prolific speaker and is well known on the international conference circuit. He has presented at industry events in Johannesburg, San Francisco, Sydney, Singapore, New Delhi, Paris, Managua, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota and Buenos Aires among others. In 2013, he was named as the 18th most influential executive in Nearshore outsourcing by the leading news portal Nearshore Americas. Prior to joining Ovum and Datamonitor, Peter acquired an in-depth understanding of strategic marketing at Gateway Computers, NFO Prognostics and the Bank of Ireland. Originally hailing from Canada, Peter holds a BA in Political Science and Economics from the University of Saskatchewan. He also has an MBA from Dalhousie University where he specialised in International Business. His MBA incorporated a visiting studentship at the Royal Melbourne Institute of Technology, Australia. Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His research and analysis has a focus on customer service, technology, and globalisation. His most recent book 'Customer Engagement Officer (CEO): Content Marketing and the Realities of Executive Blogging' explores how even CEOs are interacting directly with customers today. Mark has worked with the UN and several governments on outsourcing strategies and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post. Mark is in the process of researching and writing a new book focused on his argument that 'your next CEO is currently working in the contact centre'.

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA for the end to end HR function for over 10,000 employees from 39 nationalities.

Victoria 2 Chair: Justin Hunt, Founder, Social Media Leadership Forum Justin Hunt is a thought leader on the power of collaboration through social technologies to transform the way we live, work and consume. He is the founder of The Social Media Leadership Forum (www.socialmedialeadershipforum.org), a leading source of expertise for leading businesses and organisations that want to embrace the collaborative economy. His writings on disruptive technologies have appeared in The Financial Times, The Guardian and other publications. Justin has also presented at high proﬁle events with leading technology thinkers and FTSE100 companies.

Employee Engagement 11:00

Voice of the Customer Programmes: Your Key to Employee Engagement Lee Mostari, Director of Customer Success, NICE Systems

Customer engagement, customer satisfaction and customer experience are three topics that get a lot of airtime in the customer orientated service world we live in today. However, with most companies, a large part of the service that is being delivered to your customers is via people, ie your employees! Does having engaged employees help you deliver on your customer strategies? Lee Mostari, Director of Customer Success at NICE Systems will walk you through how he sees the impact Employee Engagement can have on your customer metrics. Lee Mostari is the Director of Customer Success for NICE Fizzback. Lee’s role is to identify best practices from his own practical application of using the voice of the customer in an Operational environment and learning how other Fizzback users get the best from their Customer Experience Programmes. From this extensive understanding of best practice, Lee is responsible for delivering truly transformational Voice of the Customer initiatives to all NICE VoC customers. 11:20

Joining the dots to have a 'Whole Person Approach' at work Nupur Mallick, Director HR, Tata Consultancy Services (TCS)

With over 300 000 people across 55 countries, four generations and a highly mobile workforce, how do TCS look at engagement and their philanthropic philosophies to ensure they get the absolute best from their people through their “whole person approach”? How does TCS engage their people with the community, and give them the skills and tools to create their own well-being and work life balance? Discover what impact this has had on retaining their best talent. Nupur has been with Tata Consultancy Services (TCS) for 17 years and in December 2005 she was appointed HR Director for UK & Ireland. In this role Nupur is responsible

CUSTOMER ENGAGEMENT SUMMIT 2014

Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence, retaining and developing talent and structuring compensation & beneﬁts. Her excellent people and change management skills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the ‘Investor in People’ certiﬁcation with Gold status and awarded Britain's top employers by CRI for four consecutive years. Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achieved the platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index. Prior to this role, Nupur was HR Head for TCS Mumbai. She was responsible for driving performance oriented culture, establishing world class induction process, career and succession planning and employee engagement. 11:40

“The Difference is You” How Argos help their Colleagues & Customers prepare for the digital store Stephen Hewett, Founding Partner & Director, C3 Partners Lucy Crowther, Head of Retail HR, Argos

Lucy will discuss the challenges that Argos has overcome and the solutions it has deployed to drive improved sales and customer engagement it in its new digital stores. The presentation will look in detail at how Argos has transformed the way Argos colleagues work and deal with customers and how trust and team-ship has been developed between management, colleagues and customer. Stephen Hewett is recognised as one of the world’s leading consultants, writers and practitioners in the ﬁeld of Customer Centricity. He is founder of the UK strategic consultancy C3 Partners, which brings new customer-focused strategies to both public sector and private sector organisations. C3 Partners has many bluechip clients. Stephen has published two books about Customer Centricity: The Customer-Centric You: Making Customers the Focus of Everything You Do and Customers Are The Agenda: A Practical Guide to Customer-Centric Management. These books are published by Management Books 2000, and are available on amazon and from all good bookshops. Lucy Crowther is currently Head of Retail HR at Argos where she has a very broad HR agenda including customer proposition training for 20,000 colleagues working in 750 stores UK and Ireland. She started her career in Tesco, both in stores and head office functions ranging from Commercial to International. Since leaving Tesco she held HR roles in Barclays and TUI Travel before joining Argos in 2011. (Argos is 18 months into its Transformation Strategy which has demanded a very different approach to engaging colleagues in the new customer propositions and journeys.)

AGENDA Digital Customer Engagement 12:00

Harnessing the power of digital to deliver a seamless and personalised customer experience Megan Neale, Executive Director - Transformation and Operations, HGS Europe

This focused presentation will explore the relevance of incorporating digital customer management tools to drive and enhance your interactions with customers. It will also identify ways to deliver a future proof digital customer management strategy in contact centres that reduce effort, provide targeted and personalised experience, while also driving down the cost of service. In this session, Megan will share thought leadership on digital customer management approaches for the contact centre and how to identify quick-win digital transformation opportunities that have the highest ROI and NPS impact for the organisation. Megan is an accomplished business executive, with more than 20 years of experience in the customer management and contact centre BPO industry in Europe. Currently, she heads up business transformation and operations for HGS Europe, a leading global Outsourcing Service Provider. Megan has an international track record with some of UK's most innovative high street retailers, and combines a keen understanding of the consumer decision making processes with a passion for customer service. She has worked with an array of reputed clients across Consumer Goods, Telecom, Government and Retail sectors – helping build customer engagement strategies which deliver transformational change for the business. Megan also maintains a strong focus on organisational development and has a keen interest in helping people develop leadership and operational skills for their personal evolvement. 12:20

Digital Customer Engagement: Think it, do it, be it Vicky Godolphin, Head of Digital, Accenture Ireland

Digital is disrupting not just what businesses do, but how they do it. Creating differentiated and compelling customer engagement requires companies to get digital – not just on the outside, but on the inside too. Vicky will discuss some of the key capabilities and actions that can help companies to deliver to today’s "always-on," connected consumers. Vicky Godolphin is Head of Digital at Accenture Ireland, with responsibility for helping clients across multiple industry sectors to develop and execute their digital strategies. Vicky specialises in helping clients to integrate digital technologies to improve business operations and processes, and deliver more efficient services across multiple platforms. Vicky has over 15 years’ experience leading large scale marketing, customer and channel transformation programmes. She specialises in organisational change management, and business operating model design. Vicky has extensive global experience, having lived and worked in Australia, New Zealand, Asia and Europe.

Panel Debate 12:40

Digital Customer Engagement Panel Debate Ross Sleight, Chief Strategy Officer, Somo (Chair) Pratick Thakrar, Founder & Managing Director, Inspired Mobile Alex Meisl, Chairman, Sponge & WiForia Ltd Paul Hughes, Head of Social Engagement, Telefonica O2 UK Edward Mason, Director, Thresher & Glenny Laura Birch, Social Media Manager, Barclaycard Europe

Ross Sleight Respected throughout the digital industry for the breadth of his experience, his foresight and vision, and the quality of his strategic thinking, Ross is without doubt the Professor of Mobile! He has over 20 years’ experience in digital media with 5 years focused on mobile. As Somo’s CSO, Ross advises global brands such as Red Bull, Audi and Universal Music on how to harness the potential of mobile technologies. He was one of the founders of Virgin Games and has been called upon to advise 10 Downing Street and the Department for Culture, Media and Sport on interactive media development. He has created award-winning digital strategies for clients including Reuters, Sony, British Airways and The Independent. Ross has been a founding member of six digital businesses throughout the last 15 years. Ross is an expert in consumer behaviour, mobile usage and changes in the market. He has been a judge in all the major creative and effectiveness awards in digital marketing and a frequent a keynote speaker at global industry conferences and events. Pratick Thakrar Pratick founded Imagine Mobile in 2010 to become a leading full service mobile activation company. Imagine has run global, and local, mobile branding campaigns for numerous global brands. In 2013, he launched Inspired Mobile, omnichannel campaign management platform with a single reporting interface. He is currently a Board Member of the Mobile Marketing Association http://mmaglobal.com/local-council/united-kingdom. He was the global lead at Mediaedge:cia for Sony Ericsson, where he helped bring Xperia to the world. He was also at Starcom MediaVest where he rebuilt UBS’s global digital Strategy. Prior to Starcom, Pratick had a number of roles within Asia Paciﬁc, including Australia’s leading radio group - Austereo, where he was accountable for all Digital platforms. Pratick also co-ran Turner Broadcastings Australia office, reporting into in Hong Kong, where he was Head of Research and Strategy. He also was an ASTRA committee member and worked at News Limited and began his career at ITV in the early 90’s. In a Digital career spanning nearly 20 years, across multiple channels and numerous markets, he offers invaluable experience and insight to clients who dare to differentiate their brand.

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA Alex Meisl A seasoned entrepreneur, Alex has been in the digital industry for 20 years, initially as CEO of Legion - Europe’s largest IVR company. Alex co-founded Sponge in 2002. Sponge is the UK’s most successful and longest established mobile agency working across Europe and the Middle East and Africa. Clients include Adidas, Autotrader, Barclays, Coca Cola, Dyson, McDonalds, Orange and Unilever. Sponge currently supplies mobile solutions to over half of the top 20 digital and creative agencies in the UK. Sponge is a one stop shop helping deliver: • Mobile Strategy, Consultancy, Insight • Campaigns for fmcg, Retail and Finance • Mobile CRM • Mobile sites • Mobile applications • Mobile Media planning and buying Alex has amassed a wealth of experience in direct response, communications and mobile services for agencies/brands, media groups and mobile operators. Alex is also UK Chairman of the Mobile Marketing Association Paul Hughes Paul heads up the award winning social media engagement team for Telefonica in the UK. His role is to define and deliver the social media engagement strategy for the O2 UK brand. That responsibility stretches from general brand engagement to reputation management and customer service in social. Yes, all this while keeping O2’s core, fun brand ethos throughout. He's driven award wins such as the inaugural Twitter Flock award for outstanding use of the Twitter platform, PRCA Crisis and Issues Management best in-house team 2013 and many more. @PaulHughes Edward Mason Since leaving the brand and marketing industry where he was CEO of CHJM when it was sold to Omnicom, Edward has worked with leaders in businesses including Cushman & Wakefield, Coutts, Freeview, Hunters Solicitors, The Moller Centre, Cambridge University, Corbin & King Restaurants, Quilter Cheviot, Willis Insurance, Fortnum & Mason, Daily Mail General Trust, J O Hambro Investment Management and British Airways. He specialises in helping businesses, teams and individuals get their message over authentically: both thorough presentation coaching and also through the more fundamental exploration of what they actually want to say. This is fundamental to engagement with customers whether internal or external. He is a very active Non-Executive Director at Thresher & Glenny, Tailors and Outfitters dating back to the late 18th century and holders of a Royal Warrant continuously since 1783: and as a Judge and Mentor for the Walpole Crafted programme, he has worked with Cumbria Crystal, Method Studio, and now Geoffrey Preston Ltd, the decorative plaster specialists. Edward cut his teeth on the sales and marketing graduate programme with RHM, moving from

CUSTOMER ENGAGEMENT SUMMIT 2014

there into the brand and communications world where by the age of 27 he was a Director of IMP, the leading belowthe-line ad agency. He is an Economic History graduate of Durham University where he was President of the Debating Union, and is a Fellow of the RSA. He’s an old car enthusiast, and a sculptor. Laura Birch Laura Birch manages social media as part of the content and channels team in Barclaycard Europe. Her primary focus is strategy and planning of social media campaigns, aiming to deliver interesting and engaging content which builds an emotional connection with consumers. Successful campaigns driven by Laura include Altogether360 and Better London in addition to weekly engagement activity of Bespoke offers, Pre sales and Fee Free Friday. Laura is also responsible for auditing and implementing best practice across all social channels to improve customer’s digital experiences. 13:00 Lunch

Victoria 1 Multichannel Customer Engagement 14:00

Top tips for building a successful multi-channel VoC programme Claire Sporton, VP, Customer Experience Management, Conﬁrmit

In today’s world, customer expectations are changing rapidly and as a result we need to keep pace and constantly improve our quality of service. As our customers become more savvy and demanding, we find ourselves having to provide them with a myriad of channels for interaction and communication, but how can we be confident that we are providing a consistent high quality service across all of these channels aligned both with our brand and our customers’ expectations? Looking at the Voice of the Customer across multiple channels, Claire Sporton, VP, Customer Experience Management at Confirmit, will explore some of the key challenges we need to address and share her top tips to ensure we can all benefit from seeing a holistic view of the customer, and drive tangible business results. Claire is VP of Customer Experience Management for Confirmit. Having specialised in customer feedback for over 15 years, Claire has run her own programmes in the Financial Services sector, and more recently with technology / consulting providers supporting a wide range of Fortune 500 companies in improving their customer experience. Claire is passionate about getting feedback into the hands of people who can make a difference to the end customer and of course to the bottom line.

AGENDA 14:20

Empowering Customer Service Personnel and Using Customer Feedback to Facilitate Change to Improve the Bottom-line Mathis Wagner, Head of Customer Services, Charles Tyrwhitt

Selling classic menswear since 1986, Charles Tyrwhitt (pronounced "Tirrit") was founded by Nick Wheeler and his mission then remains the same today – to provide quality and value to the customer together with a passion for service that surpasses all competition. The multi-award winning Customer Service Team is an integral part of this full scale multi-channel retailer and leading menswear brand that has featured in the Sunday Times Fastest Growing companies for an incredible four years running. In this lively presentation, Mathis will give you an insight into how you can: Delight the customers at every interaction by empowering your advisors and applying a one contact cures all culture gain an insight into what customers think and feel, and most importantly, how you use this information across the entire business to continuously improve the service you deliver. Mathis heads up the multi-award winning customer service team at the leading British menswear brand Charles Tyrwhitt. With 12 years’ contact centre experience in the UK and abroad, he is an expert in developing innovative 24/7 customer services solutions that put the customer at the heart of the organisation. Prior to joining Charles Tyrwhitt he has worked for a BPO provider and developed and implemented customer service strategies on behalf of numerous blue chip clients. Mathis is a graduate from ESB Reutlingen, Germany’s top ranked business school.

14:40

Customer Engagement 14:00

Laura is a highly regarded Customer Experience and Operations specialist who passionately advocates customer centricity through operational and market insight to deliver E2E process and cultural transformation which pushes the industry standard to create and consistently deliver a 'world class' customer experience. Over 24 years experience of leadership, strategic transformation, operational, functional, 3rd Party relationship and contract management, portfolio/ programme management focused on ‘world class’ customer experience across market leading organisations and entrepreneurial start-ups within Retail Financial Services across UK, Spain and India. Outside of work, her passion is travelling and has notched up over 100 countries.

Driving Customer Satisfaction through Employee Engagement Peter Wilson, Consultant, Verint Warren Tait, Customer Services Director, Neopost

Warren Tait, Customer Services Director, Neopost, a Verint Systems customer, and Peter Wilson, Consultant at Verint Systems, will show you how they addressed customer issues and increased employee engagement to drive customer satisfaction. Peter is an experienced consultant; focused on establishing solutions that ensure the voice of the customer forms an important part of strategy development within organizations. Peter is a strategic thinker who enjoys problem solving and can articulate solutions to all levels of corporate personnel; he passionate about understanding the true Voice of the Customer and delivering cross functional solutions that facilitate this. Peter is a charismatic and entertaining speaker, focusing on audience participation and has delivered many keynote speeches and presentations at seminars and conferences across various industries. Prior to joining Verint, Peter has worked in the Analytics space for over 15 years, covering most verticals, with a particular penchant for Telcos and Financial services. Peter enjoys building long term relationships with the customers he engages. Warren has worked within the call centre industry for 25 years. During this time he has held many positions working initially as an agent through to and most recently Customer Service Director serving on the Executive board.

In the age of digital disruption, multi-channel gives our customers what they want Laura Jamieson, Director - Head of Customer Experience Improvement, Barclays Laura will focuss on what Barclays are doing in branch as well as video, web, mobile, social media, accessibility, digital eagles and so on, in order to touch on the importance of listening to the customer and engaging colleagues.

Victoria 2

He is passionate about customer service and immensely proud of his award winning team who have won many awards within the contact centre industry covering many aspects of operational excellence. Warren has enjoyed huge success driving innovation in the field of technology resulting in great customer experience and high levels of employee engagement. Married to Nicola and Father to five, yes five children and a keen Arsenal supporter too! 14:20

The London 2012 Customer Experience and beyond Heather McGill, Director/Owner, Experience 360

In 2009 the London Organising Committee for the Olympic and Paralympic Games started their planning for the 11 million customers/Spectators who would attend the Games in 2012. Heather McGill, the Head of the Spectator Experience department, will take you through those early years of planning from the ground up for the UK's largest event in a lifetime. How the customer was planned for, the challenges faced and the eventual success of the overall Games; an overview of the techniques and strategies that

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA were used to get to that great summer of sport. Heather will also touch on what happened next. Did London help inspire a new way of working for future Olympics and what will Rio feel like for a customer? Heather began her career in the music industry, working with International acts such as the Spice Girls, Roger Waters and Annie Lennox. As head of Touring for 19 Entertainment Heather produced events across the world that focused on the offering to ticket holders, from digital interaction, ticket sales, event based engagement and post-event fan bases. Her work connected to over 10 million customers. In 2008 Heather created 2Rock Ltd, working with large scale brands and companies such as Cadburys, Live Nation and Sony BMG, to create business and customer focused solutions for large-scale events, with particular emphasis on mass public events. It was during this period that Heather began her work with London 2012. After a period of consultancy at London 2012 Heather took up the position as Head of Spectator Experience for the Games, and was responsible for the delivery of the customer experience for the 11 million ticket holders. The role included the creation of the Spectator vision, implementing the customer strategy across the business, customer segmentation and research, journey mapping, risk and mitigation planning for Games time and transformation planning for all the customer facing departments (digital, on-site services, communications, transport, entertainment etc.). The focus on the spectator delivered the most successful Olympic & Paralympic Games to date, with the International Olympic Committee taking on the learnings and development from London 2012 for their future programs with host cities. Since 2013 Heather has created Experience360 Ltd, working with clients such as the IOC, the RFU, the Mayor of London, Harlequins, Sainsbury’s, and Rio 2016 to review and create world-class customer focused programs and events. 14:40

Engage Mutual Case Study: Creating commercial value through customer beneﬁts Peter Burrows, CEO, Engage Mutual

The Engage Foundation is a unique customer benefit that transcends advocacy and through peer to peer campaigning, creates salience with a wider audience of potential customers. The Engage Foundation is a way of re-distributing profits, by making a meaningful amount available to customers in a time of need for themselves or for the wider benefit of their community. Keeping our customers at the heart of this benefit means that they are empowered to make a difference in areas that matter to them. Creating benefits that are relevant ensures advocacy and involvement at every step of the process. The fact that the chief executive of a financial services mutual has been so instrumental in the development of its customer foundation indicates how central it is to the meaning and ambition of the organisation. It’s no surprise therefore that Peter is one of the guiding lights of the Engage Foundation. He had the vision to see

CUSTOMER ENGAGEMENT SUMMIT 2014

how a benefit based around mutual principles could be scaled to deliver tangible customer and commercial benefits. Working with his customer engagement team and people right across the Engage business, Peter helped to ensure that customers were not only part of the governance of their foundation, but were central to informing the decisions that created a benefit that resonates with them and a wide appeal to attract new customers. Peter is a chartered accountant and long serving member of the Financial Services sector. He has 20 years’ experience gained in a combination of executive management and consulting roles. Prior to Engage he held a number of senior positions with Aviva plc, and before that he worked at Ernst & Young, where he advised financial services businesses on risk management and governance. He is a Director of the Association of Financial Mutuals and a Governor of York College, where he chairs the Finance & General Purposes Committee. 15:00 Coffee

Victoria 1 Retail Customer Engagement 15:30

Building a customer feedback programme to deliver results: eDigitalResearch and Ladbrokes case study Derek Eccleston, Commercial Director, eDigitalResearch Elaine Kelly, Customer Experience Manager, Ladbrokes

• Listening to customers across a diverse and multichannel business • Using feedback to drive change and tangible results • Connecting with customers on an individual basis Derek Eccleston is a board member and Commercial Director at eDigitalResearch, joining ﬁve years ago from a large global agency where he worked as Research Director. Prior to that, Derek was client side with Sony Europe. An MBA and ﬂuent in French, Derek is a regular on the speaker circuit, presenting at both research and multichannel events on a broad range of customer experience based topics. Elaine Kelly joined Ladbrokes as a part time cashier in 2004 and has since worked through the ranks to the position of Customer Experience Manager for the group. She is responsible for owning and implementing the Ladbrokes Customer Experience Promise and Proposition across all touchpoints in the business. This includes managing the Voice of the Customer program, translating customer behaviour analysis and reporting actionable insight to key business stakeholders and developing and implementing Customer Improvement strategies across multiple business functions.

AGENDA 15:50

Domino's Pizza Case Study David Wild, Chief Executive, Domino's Pizza Group

Domino’s is the number 1 pizza delivery company in the UK and has successfully transitioned from telephone ordering to embrace new technology and be a leader in on-line ordering. The case study will explore the journey and describe Domino’s plans to engage customers more deeply, to exploit its success further. David is currently Interim Chief Executive of Domino's Pizza Group, he is also an NED of the multi-channel consultancy Practicology and Senior Independent Director of Premier Foods plc. Previously, he was CEO of Halfords and held senior roles within Tesco and Wal-Mart.

16:10

“You are what you do” – the importance of Value based customer experiences Richard Stollery, Head of Customer Sales and Service Centre Transformation, Marks & Spencer

Marks and Spencer has just updated it’s Company Values from Quality, Value, Innovation, Service and Trust to....? Why is this so important and what does it mean for their employees and their customers? Richard Stollery has recently moved back to the UK to become Head of Customer Sales and Service Centre Transformation at Marks & Spencer. For the preceding two and a half years Richard was Global CRM Director at Adidas AG in Germany. Before that he was Director of Consumer Experiences at LEGO. Richard joined the LEGO Company in 2001 as European Consumer Services Director. He designed, developed and implemented the “Now to Wow!” strategy that brought greater focus on the consumer experience across multiple LEGO touchpoints. Earlier, Richard was General Manager, Direct Operations, Xerox Europe.

Victoria 1 Customer Engagement in Contact Centres 16:30

The Ideal Contact Centre – The Place Where Everything Comes Together Gerhard Heide, Director Global Market Strategy, Pitney Bowes

• Taking the long view: The critical importance of the contact centre for engaging your customers • State of the Art: How Nationwide, TeliaSonera and Yorkshire Water are using the contact centre to deliver a consistent, highly personalized, effective cross-channel experience ensuring organizational alignment • What next: What is the need for a social and local contact centre? What does the ultimate contact centre look like?

Gerhard Heide has nearly 20 years of experience advising many of the major B2C companies across Europe and the US on a wide range of analytical methods and service delivery technologies. He has delivered signiﬁcant customer-centric solutions across many major industry sectors, including ﬁnance, communications, utility, retail and the public sector. His current focus is on CRM, business insight and social media. He has also worked in statistics and queuing theory in collaboration with scientists at CERN and a number of leading universities. He holds an MSc and a PhD in Mathematics from the University of East Anglia.

Panel Debate 16:50

Future of Contact Centres Panel Debate Dr Nicola Millard, Head of Customer Insight & Futures, BT (Chair) Gerhard Heide, Director Global Market Strategy, Pitney Bowes David Joel, Enterprise Business Development, Deluxe Laboratories Vanda Nena, Social Media Servicing Supervisor, Air France Jo Storey, Head of Customer Performance, Barclays

Dr Nicola Millard Dr Nicola Millard heads up customer insight & futures with BT Technology, Service & Operations' Global Innovation team. Despite working for a technology company, Nicola isn't actually a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is currently broken). Nicola has now worked for BT for 22 years (she started when she was 6!) She has done a number of jobs around the BT business, including research, user interface design, customer service and business consulting as well as writing, presenting and directing BT's annual school's lectures for 5 years. Nicola likes nothing better than to challenge conventional business thinking; from how call centres are managed to the ways in which people work. She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in call centres, published her ﬁrst book in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. She has also appeared on the BBC (Radio and TV) and Channel 4 TV in the UK, Sky News in Australia, has done a TED talk and is a judge on a number of award panels, including the Institute of Customer Service awards. When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with an assortment of organisations including banks, travel companies and retailers, to name but a few. In the little spare time she has she is writing a novel, enjoys going to the cinema and theatre and does a number of martial arts.

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA David Joel David has spent over 25 years in the Broadcast and Media industry at ITV and Deluxe. The advent of Digital technology has seen the greatest transformation of customer expectations in recent years. As Video on Demand has moved from the computer to the main television, viewers expectations are that they expect to be able to see everything and now. This is particularly relevant when they subscribe. The reality is that that isn’t always achievable. Aligned with that, internally traditional Broadcast companies have a traditional linear workﬂow and workforce. Educating staff to service customers in this new Digital age is almost as challenging as keeping pace with the customer in the ﬁrst place.

Vanda Nena Since joining Air France back in 1994, I have held a variety of roles that gave me skills and experience across the Air France Group. Most of my roles where frontline and gave me the possibility to work towards a better customer experience. For the past 10 years I have been working with multi-language teams that work directly with our customers. I am Portuguese and ﬂuent in both Spanish and English and I have working knowledge of French. Two years ago I embraced a new project to set up a Social Media servicing department for Air France. In this multichannel team we handle twitter, Facebook and Instagram in 5 languages. Our main goal is to achieve excellence in customer satisfaction & regain our customer loyalty. The team emotionally connects with customers and applies 5 service attitudes on their day to day: make others feel unique, take initiative, make details count, show you care and Value. In 2014, our team has been awarded the European Best Social Media team in Customer Service and I was awarded the E-business/Social Media Manager of the year.

Jo Storey Jo is responsible for driving improvements in customer satisfaction and complaints performance within their contact centres. She is a qualiﬁed quality and customer improvement specialist and passionate about using customer feedback and insight to shape the future experience for both customer and colleague. Prior to joining Barclays Jo worked in the outsourcing contact centre industry for 20 years during which she built excellent skills in operational contact centre management and in establishing several new contact centres. When not obsessing about customers, she loves teaching people to ski, and hopes to reside in the mountains one day.

CUSTOMER ENGAGEMENT SUMMIT 2014

Victoria 2 Financial Services Customer Engagement 15:30

Bucking the Trend in the Finance Sector - how CaaS raises the bar in Customer Service Excellence Sharon Field, Managing Director and Founder, Fortalis

Why migrate from a ‘traditional’ contact centre to an ‘allin-one’ cloud (CaaS or Communications as a Service)? The Car Finance Company with its innovative approach have realised beneﬁts ranging from brand awareness, operational efficiency improvements and customer satisfaction perspectives built on a solution that is sustainable yet scalable. Sharon Field is the Managing Director and Founder of Fortalis - a UK based contact centre outsourcer using at-home agents to deliver front and back office balance to their customers across the UK and Europe. One-such organisation is The Car Finance Company in Portsmouth. In addition to outsourced agent activity, Fortalis delivers Contact Centre Consultancy to The Car Finance Company. In this capacity Sharon was central to the review and selection of Interactive Intelligence as a Cloud-based contact centre solution. 15:50

How employee engagement impacts customer engagement, performance and proﬁtability… the journey of LV= to be Best Loved by our people as part of our vision to be Britain’s Best Loved Insurer. Peter Sinden, Director of Sales & Service, LV=

No matter how big or small your contact centre, how many channels are included in it, or what your operating model is, these mean nothing without the engagement, drive and support of your people. Given they are closest to the customer and the ones that truly know what’s going on in your business we’ll be kicking off the conference with a dissection of how LV= are making great things happen, through the power of people. • Assessing and driving employee engagement • Examining the correlative relationship between an engaged workforce and engaged customers to achieve the ultimate customer experience and drive optimum proﬁts • The need to challenge complacency with a culture of relentless continuous improvement. Peter is an experienced leader who is passionate about his colleagues and customers. He spent 25 years with Lloyds TSB, the last ﬁve running their Direct Insurance business, then followed his enthusiasm for developing customer experience and moved to LV= in 2005. Here he has led his team to great success as LV= shot from the UK’s 12th to the 3rd largest car insurer.

AGENDA Among the high points have been winning the much prized European Call Centre and Customer Service award for Best Customer Service three years running and the Customer Contact Association Global Excellence award for Great Places to Work two years in a row. These achievements undoubtedly helped LV win insurer of the year at the British Insurance Times Awards last year. Peter passionately believes in LV’s ‘virtuous circle’: that by putting colleagues first, customer satisfaction soars and with loyal customers-profits flow. This winning formula has collected 13 additions to his trophy cabinet in the last 12 months and the ‘sharp with a heart mutual’ has returned to healthy profits. Peter was embarrassed recently as he was crowned as the CCA’s Director of the year in 2012 16:10

Connecting our people to the daily lives of our customers Sean Risebrow, Director of Customer Experience, Fidelity

The path to customer experience maturity is well documented, well understood and ultimately is a cultural one. All companies, across all sectors, have travelled the same journey. We are faced with a simple execution challenge, not a strategy one. By comparing and contrasting the customer experience learnings at Virgin Media and Fidelity Worldwide Investment the session will highlight the importance of creating an operating discipline that continuously connects all parts of the organisation to daily lives of customers. Fundamentality giving both customers and employees a voice is the secret to long term sustainable business growth. As Director of Customer Experience, Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight. Sean joined Fidelity Worldwide Investment in February 2014, to shape and drive the customer centricity programme and “put customers' at the heart of everything we do”. Sean has held a number of senior sales, marketing, operations and business change roles.

Social Customer Engagement 16:30

‘Social Retail Case Study- Maplin Electronics’ - Tweeting from the shop ﬂoor Pete Doyle, Founder & CEO, Social Retail Group

Pete will talk about how they have transformed local marketing using Twitter within retail store operations. He will share with you exclusively a case study with Maplin Electronics and how they the retailer has moved from one central twitter account into over 200 local twitter

accounts operated by each location using Social Retail’s unique training and analytics programme. Pete Doyle, Founder and MD of Social Retail Limited, 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.

Panel Debate 16:50

20th Century thinking is dead: why the information revolution means you need a new plan Ben Stockman, Founder, SXSELondon (Chair) Jon Morter, Award-winning social media community specialist and speaker, Andrew Walker, Digital tech entrepreneur, creative director & data geek, Mevan Babakar, internet native, a talented content creator, and a digital activist, SXSELondon David Angell, SEO & Wordsmith Digital Director,

Ben Stockman Ben is the founder of London's grassroots social media festival SXSELondon, a charity event covering all things digital that tries to answer the question "How is technology changing us?" Ben also created the biggest political Facebook campaign in UK history, with membership of nearly 200,000 people, surpassing the number of Facebook fans of all the political parties combined at the time and gaining national media coverage. Formerly from a B2B marketing background, in the last few years he has project-managed for the multiple awardwinning Rabbit agency, where he ran several campaigns and events for national and global clients, winning PRCA's "Best Campaign" award for AVG's Digital Diaries series. He also trained their team in community management - they went on to win Agency of the Year in 2012. More recently he was in charge of growing global online communities of nearly 2 million for AVG Antivirus, winning Useful Social Media's "most social business" award in the process.

CUSTOMER ENGAGEMENT SUMMIT 2014

AGENDA In addition to running social media events & campaigns, Ben has recently co-founded Wordsmith Digital Ltd, a TechHaus that consults on social media & SEO for pharmaceutical, civic & government bodies. Jon Morter Described as a “Social Media Hellraiser” by The New York Times, Jon Morter is best known for his gatecrashing of the music industry in 2009 with his phenomenal ‘Rage Against The X Factor' campaign, sweeping Rap/Metal band Rage Against The Machine into the sought after UK Christmas No.1 spot. His carefully executed plan not only outsold the previously unbeatable X Factor single, but broke a Guinness chart record in the process as well as raising over £150,000 for charity. This success opened the door for Jon to work on campaigns for some big artists in the industry including Nirvana, Sex Pistols, Rod Stewart, a No.1 album for The Rolling Stones, plus the 2012 Christmas No.1 campaign for The Justice Collective. Jon has won awards for his social media and charity work including the Metal Hammer Golden God award (the one he’s most proud of), and nominated for many others including the National Marketer of the Year award (losing to the Compare The Meerkat campaign). Aside from music-related projects, Jon has also worked with many large brands such as IKEA, Confused.com, and Hyundai. Not only is Jon also infamous for creating the 'Condescending Corporate Brand’, a cheeky swipe at large companies trying to ‘do’ social media, but did you know he ‘designed’ the 25th anniversary sandwich for Pret a Manger? …their ‘Bacon’ sandwich! Andrew Walker Andrew Walker is a digital strategy consultant, author and speaker. Over the last eighteen years he’s co-founded three successful technology startups, was the ﬁrst person to interview senior UK politicians (including a UK Prime Minister & deputy PM) on Twitter, created data mining systems, helped set-up the Child Exploitation and Online Protection Centre (CEOP), reported on elections for the BBC, been a guest technology expert on Sky News and radio (BBC R4 Today, PM, World at One, World Have Your Say) & written in newspapers (Independent, Guardian) and magazines (Linux User, .Net, WebUser) about digital technology, business and culture.

registered to vote, where she planned and executed the first ever National Voter Registration Day. She now works at Full Fact - Britain's independent fact checking organisation and is gearing up for some exciting General Election plans. Mevan also creates digital (and real life) treasure hunts for brands and organisations for the purposes of training and team building... and occasionally just for the hell of it. David Angell David has worked within digital marketing and communications since 2004, holding positions across the disciplines of online advertising, SEO, social media and marketing strategy. Notably he worked for three years at Google’s EMEA Headquarters as an award winning optimiser in their early AdWords team. He also launched and managed the Google Earth Outreach and YouTube Non-profit programmes, gaining experience in the world of CSR as well as of the organisations his work benefited. He subsequently ran Digital Communications for UK Deputy Prime Minister Nick Clegg from 2009 until his election to the position following the 2010 election, he also co-authored the Liberal Democrat’s Online General Election strategy and advised on technology and digital policy. He has since worked in business development for a key London Creative agency, a mobile photography stock agency and helped found two social media startups. He is Associate Director of Brand Response, co-founder of Social Placement and Director of Wordsmith Digital. He also consults in SEO, analytics and digital communications for the British Medical Association. Entertainment and Networking Drinks Party Featuring Comedian Simon Evans plus free iPad Draw

17:30

Networking Drinks sponsored by HGS

Mevan Babakar Mevan is an internet native, a talented content creator, and a digital activist. She first started working with SXSELondon in 2010, when she successfully roped in over 400 people to turn up to a noisy but terribly polite flash mob in Trafalgar square. She has since been finding ever newer and more unusual ways to engage people on and offline, using the kind of creativity not normally found outside of adventure games! Mevan has spent the last few years working at Cancer Research UK and as the Head of Digital for Bite the Ballot, an organisation dedicated to getting young people

CUSTOMER ENGAGEMENT SUMMIT 2014

ROUNDTABLES Table 1 hosted by The Peer Awards 11:00 DPG plc: Using Social Media for Customer Engagement Mike Collins, Head of Learning Solutions How can organisations start to use social media to engage effectively with their customers? What does this look and feel like? What tools are available and how do you get started? What do customers expect from organisations in the 21st century? This roundtable topic will focus on using social media to create value for customers. Providing a social space for your customers to connect with each other or share things in public can be a scary thing to do but working in an open and transparent way helps develop longer lasting relationships and moves customers from being ‘just a customer’ to being brand ambassadors. Is this just another marketing tactic or something much deeper? The conversations will happen regardless, it is your choice to be involved to help shape them.

12:00 British Airways: British Airways Personalising the Customer Experience Miranda Mihkelson, Touchpoint Engagement Executive The team at British Airways is gathering intelligent insights into the customer experience and it’s this data that the pilots (and others) use to keep them informed. The work BA are doing is market leading - and central to the Peer Award winning “Beyond the Flight Deck” approach.

14:00 DPG plc: Creating Communities to Support Business Growth Mike Collins, Head of Learning Solutions With the rise of social technologies it has never been easier for organisations to create online communities around their products and services. From providing real time support to customers to rewarding loyalty with latest offers and discounts – all of this can be done in an open and collaborative way to create long lasting relationships where customers can feel more valued than ever before. In addition to this, the ability to create communities within organisations to share expertise and knowledge quickly and effectively can also drive organisational success. This roundtable topic will focus on both these exciting opportunities.

16:30 British Airways: Case Study Mark Neath, Lead Consultant, ORConsulting Ltd ORConsulting is a psychology practice for business with 20 years’ experience of behaviour change programmes in complex organisations. Mark is one of the team that delivers the Peer Award winning 'Beyond the Flight Deck' programme for British Airways. He has worked with hundreds of senior managers and leaders helping them to achieve change through the practical application of psychology.

Sharing insight across the silos – where operations meet customer experience Table 2 hosted by The Innovation Awards Paul Smedley, Founder & Chair, The Forum Nicola Callan, Head of Engagement & Learning, The Forum 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 Great innovation transforms the experience of customers and colleagues, changing the way we work in the wider organisation or with partners. Take this opportunity for round-table discussion on how we break down siloes, share actionable insight and drive a better customer experience, looking across all channels and reﬂecting the entire customer journey. This is your chance for personal conversation with a small group of business leaders, including some of today’s speakers. These prestigious awards are organised by The Forum, the independent professional association focussed on raising standards in customer contact. The round tables are hosted by Paul Smedley, Founder & Chair at the Forum or Nicola Callan, Head of Engagement & Learning, together with business leaders in organisations that have been recent Innovation Award ﬁnalists and winners, including Peter Sinden, Director of Sales & Service, LV=, Warren Tait, Customer Services Director, Neopost, James Leech, Service Lead, Argos – part of the Home Retail Group, Mathis Wagner, Head of Customer Services, Charles Tyrwhitt.

15:30 Engage Mutual: Using Customer Feedback to Shape Decisions Julie Stead-Connor, Communications Specialist at Engage Mutual

Omni-channel Customer Engagement Table 3 hosted by Aspect Software

The Engage Foundation is a way of re-distributing profits in meaningful amounts to customers in a time of need for themselves or for the wider benefit of their community. Developed in consultation with customers, putting them at the heart of the benefit, empowers them to make a difference in areas that matter to them. As part of this discussion we will explore how this engagement can not only inform decisions, but create exponential peer-to-peer campaigns that resonate with potential customers.

We will discuss the opportunities presented by the omnichannel customer. How this impacts customer interactions & what the new opportunities are to improve the customer experience, increase automation, lower engagement costs and drive new opportunities for sales, marketing & service.

Jon Lingard, Client Success Manager, Aspect Software

CUSTOMER ENGAGEMENT SUMMIT 2014

ROUNDTABLES Next Generation Customer Engagement - Be Proactive Not Reactive Table 4 - hosted by Zendesk James Ireson, Director, Northern Europe, Zendesk UK Limited 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 James will chair a roundtable exploring the changing dynamics of customer services. How moving from a purely reactive cost centre to a fully engaged pro-active resource that can drive business and turn customers into promoters.

Executing Consistent, Profitable, Excellent Customer Experiences Table 5 hosted by Nunwood Chris Nutt, Business Development Director, Nunwood 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 Customer Experience is now firmly established as the main competitive battleground for ambitious leaders. However the consistent delivery of excellence continues to be an elusive concept for many enterprises with complex portfolios of products and services, channels and customer relationships to manage. At a conceptual level many businesses know and feel intuitively what good customer experiences look like. Executing them consistently and profitably is often more challenging, especially at a time when digitally aware consumers are becoming more empowered by technology and regulatory driven change. The bar for customer expectations is rising.

Omni-shambles to Omni-presence Table 7 hosted by NewVoiceMedia Maria McCann, Customer Engagement Leader, JoHo Ventures 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 Maria McCann (the digital and social customer supremo of Aurora retail brands and Spotify fame), will be looking at practical steps towards delivering a consistent customer experience regardless of channel.

Why the conventional approach to training in the contact centre kills customer experience: The operational perspective and changing the game plan Table 8 hosted by Merchants Lisa Roos, Business Development Executive, Merchants 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 Trainer led Traditional classroom training remains the mainstay of contact centre education. Organisations are using the likes of e-learning, knowledge tools and ondemand training to supplement knowledge, however we have yet to see the learner own their training. As the contact centre evolves, shifting from process bound to resolution focused, we have to keep pace with our training methodology to ensure that we foster a culture of learning and exploration rather than teach a culture of following and dependency. We will explore whether learner driven learning is necessary, possible and effective and if It is, some practical approaches.

Customer research - how not to miss the obvious Table 6 hosted by C3Partners Arjan Schimmel, Managing Consultant, C3 Partners 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 We live in an amazing time. New technologies and digital innovations allow us to engage with consumers like never before. Yet consumers feel that many businesses are out of touch. Aspects that they see as essential, even obvious, are often overlooked. During this interactive round table session we will discuss C3 Partners’ successful approach to understanding customer needs and walk through some of our recent ﬁndings. What do consumers love and what do they hate when they shop? What obvious things can be done to improve the customer experience in 2015?

CUSTOMER ENGAGEMENT SUMMIT 2014

Sessions are pre-booked, some places may be available check with the information desk

Brand new for this year is a specially developed series of roundtable discussions with leading industry experts and consultants.

STRATEGY STRA RA ATEG T Y

DeďŹ ne your your customer customer vision

SPONSORS Clicktools Clicktools develops cloud applications that integrate with CRM to help businesses better understand and serve their customers. Since 2001, companies have relied on Clicktools’ ﬂagship offering, SURVE, the premium survey software for business, to integrate customer feedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent data loader, empowers non-technical users to centralize data from multiple cloud applications. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software. Clicktools – a CallidusCloud company. David Jackson, CEO, Clicktools www.clicktools.com UK: 7 Branksome Park House, Bourne Valley Road, Poole, BH12 1ED. T: 0800 0432587 US: 1661 East Camelback Road, Suite 235 | Phoenix, Arizona 85016. T: 1.800.774.4065

Confirmit 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. Visit www.confirmit.com or call T: +44 20 3053 9333 for more information.

eDigitalResearch eDigitalResearch are insight specialists with an expertise in multichannel touch points. We help businesses to grow by providing bespoke insight programmes designed with passionate researchers, technical specialists and graphic designers all under one roof. We work closely with clients to deliver a range of insight solutions including Customer Experience Management, Voice of the Customer feedback and Multichannel consumer insight. eDigitalResearch not only offer digital research expertise and insight support, but innovative technology that works seamlessly with your data and systems, allowing us to offer ﬂexible partnership options and creating an insight solution that ﬁts your business needs. www.edigitalresearch.com T: +44(0)1489 772920 E: info@edigitalresearch.com

CUSTOMER ENGAGEMENT SUMMIT 2014

SPONSORS Grass Roots Group The Grass Roots Group is the world’s leading provider of employee and customer engagement solutions with a mission to create value for our clients by inspiring people to deliver outstanding results. We are trusted by our clients with their three most valuable assets: their people, their customers and their brand. In short, their reputation. Founded in the UK in 1980, we operate in 15 countries throughout the world. Grass Roots Group companies have over 14,000 clients, including 41 of the FTSE 100, 104 of the FT Global 500. Grass Roots in the UK has been listed in the 2007, 2008, 2009, 2010, 2012 and 2014 Sunday Times list of Best 100 companies to work for. To ﬁnd out more visit www.grassrootsgroup.com or contact Natalie Beecroft at E: natalie.beecroft@grg.com or on T: 01296 739334.

HGS HGS part of the multi-billion dollar conglomerate Hinduja Group, is a world leader in transformational outsourcing providing businesses with uniﬁed customer engagement solutions to drive efficiency across their customer service operations. We have a global footprint across North America, Latin America, Europe, Asia and Africa, and work with some of the world’s most recognized brands. For over 3 decades, we have been helping businesses shape their customer engagement strategies, improve market share and hit allimportant revenue bottom lines. In Europe, we conduct our daily business from 1000 seats, located in 3 contact centres in the UK and 4 in the European mainland. Within our centres, we handle in excess of 50,000 customer interactions a day across multiple channels and in 22 languages. Our European operations serve customers in 222 countries, for a multitude of clients. Several of which include UK’s most reputable brands such as Unilever, TalkTalk, Kimberly Clark, Virgin, the Department for Business Innovation & Skills and the Department for Energy & Climate Change. @teamhgsuk • marketing@teamhgs.com • www.teamhgs.com UK Office: 266-270 Gunnersbury Avenue, London, W4 5QB T: 44 (0)845 194 9295

KANA Software KANA Software, A Verint Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organisations – including many of the Fortune 500, mid-market businesses and public sector agencies – optimise their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organisations can reduce costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com

Interactive Intelligence Interactive Intelligence is a global provider of contact centre, uniﬁed communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or onpremises, are ideal for industries such as ﬁnancial services, insurance, outsourcers, collections and utilities. The company’s standards-based all-in-one communications software suite was designed to eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 6,000 customers worldwide, Interactive Intelligence is an experienced leader in delivering customer value through its onpremise or cloud-based Communications as a Service (CaaS) solutions, both of which include software, hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do. T: 01753 418800 • E: info.uk@inin.com • www.inin.com

CUSTOMER ENGAGEMENT SUMMIT 2014

[ know me ]

Customer engagement optimisation

engage. Don’t Don’t just deliver deliver experiences. experiences.

Each of y your our customers is unique – their needs, how the they y communicate, what the they ye expect. xpect. We W e can help you you uncover uncover those differences and deliv deliver er truly personalised engagement. For F or more information about customer engagement optimisation, visit www.verint.com. www w.verint.com.

SPONSORS Merchants Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are pioneers in the contact centre industry with over 30 years experience in creating and managing contact centre operations around the world to blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors. For more information about Merchants, please visit www.merchants.co.za Follow us on Twitter @CCMerchBPO and LinkedIn

NewVoiceMedia NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor’s award-winning cloud customer contact platform connects organisations with their customers worldwide, enabling them to deliver a personalised and unique customer experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete ﬂexibility, scalability and reliability. Spanning 116 countries and six continents, NewVoiceMedia’s 250+ customers include: Topcon, PhotoBox, DPD, Lumesse, QlikView and Wowcher. For more information visit www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia. Our contact info is: T: +44 207 206 8888 and Lee-Ann Bedford E: marketing@newvoicemedia.com

NICE Systems NICE Systems (NASDAQ: NICE), the worldwide leader of intentbased solutions that capture and analyse interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent ﬁnancial crime and ensure compliance. They provide valuable insight about the business by applying realtime, cross-channel analytics to realize the intent of customers, or fraudsters, to enable proactive response for real-time impact. The NICE Enterprise offering addresses the needs of customercentric businesses with intent-based solutions. NICE provides solutions for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact centre and back office operations. NICE Enterprise solutions are implemented by contact centres of all sizes, branches, trading ﬂoors and back offices. NICE serves over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. For more information: T: 0845 200 1000 • E: nice.emea@nice.com • www.nice.com

CUSTOMER ENGAGEMENT SUMMIT 2014

We help businesses grow by providing bespoke Voice of the Customer programmes designed by passionate researchers, technical specialists and graphic designers all under one roof

01489 772920

info@edigitalresearch.com

edigitalresearch.com

twitter.com/eDRtweet

SPONSORS Nunwood We help businesses create consistently brilliant customer experiences. Nunwood is the world’s ﬁrst ‘full-service’ customer experience management consultancy. This means we join customer experience strategy to experience measurement, customer journey mapping, feedback technology and frontline training. By connecting the dots, our clients delight their customers more frequently and achieve their commercial goals more easily. To create brilliant results, we work hard to understand what ‘brilliant’ means. The Nunwood Customer Experience Excellence Centre is the world’s largest customer experience research centre. Its work ensures every Nunwood client is connected to the cuttingedge of international experience design and best practice. Our services span: • Strategy - Create your customer experience vision and roadmap • Insight - Evaluate progress, diagnose action and design improvements • Technology - Connect everyone to customer experience feedback and planning • Training - Show colleagues how every experience can be brilliant chrisnutt@nunwood.com • michaelcrow@nunwood.com T: +44 (0) 845 372 0101 • www.nunwood.com

Pitney Bowes Pitney Bowes, a global technology company, powers billions of physical and digital transactions in the connected and borderless world of commerce. We enable data-driven marketing, parcel shipping & logistics, and statements, invoices & payments through our data management & engagement software, location intelligence offerings, and shipping & mailing solutions. Helping clients achieve their greatest commerce potential are more than 16,000 passionate employees around the world, our relentless pursuit of innovation with over 2,300 active patents, and our focus on clients, who are at the centre of all that we do – from small businesses to 90% of the Fortune 500. Europe/United Kingdom: The Smith Centre, The Fairmile, Henley-on-Thames, Oxfordshire, RG9 6AB T: 0800 840 0001 • E: pbsoftware.emea@pb.com www.pitneybowes.co.uk

Verint Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimisation, security intelligence, and fraud, risk and compliance. Over 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance. For more information: W: www.verint.com • T: +44(0)1932 839500 E: info.emea@verint.com

Zendesk Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 45,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com For more information: W: Zendesk www.zendesk.com • T: +44 20 3355 7960

CUSTOMER ENGAGEMENT SUMMIT 2014

Customer Information Management

Customer Engagement Solutions

Deliver data you can trust

Enterprise data quality, integration, governance and analytics Consolidate disparate information sources

Contact centre transformation Customer lifecycle management Customer engaged billing Digital self-service

Connect to big data streams Build governance around business outcomes

Gain new insight and understand customer context

www.pitneybowes.co.uk

For more details please meet us at Customer Engagement Summit 2014

Exhibition Stand 75 pbsoftware.emea@pb.com

14-MKTC-09083 (11/14)

Cleanse and enrich with new data sources

EXHIBITORS Adetiq “Adetiq is the UK based industry expert in customer data capture. Our multi-channel data capture solutions ensure that you can collect, take action on and analyse customer data and feedback quickly, and effectively. Our combination of offline, online and tablet data capture solutions enable us to offer a truly integrated approach to your multichannel data collection. Experts in efficient, accurate data capture from paper based forms, hosting online surveys and branded tablet data capture solutions, we will ensure that data from all channels is seamlessly

Aspect Aspect is the only software company with a fully-integrated interaction and workforce optimisation platform for enterprise contact centres globally that need to proﬁtably (and seamlessly) orchestrate people, processes and touch points in an era when the contact centre is the new centre of the customer experience. We believe that today's consumers own the conversation, choosing when, where and how they communicate. That the emergence of dynamic, web-based and very public consumer communication channels is thrusting the

Ember Ember is a new kind of customer management consultancy focused on helping its clients to realise commercial value from their customer management activities. It does so by identifying and then exploiting opportunities for cost reduction, revenue enhancement and improved customer worth. In that respect Ember has an unashamedly ﬁnancial focus and

Trustpilot Trustpilot is an online review-driven community and platform that builds relationships between consumers and businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, now providing over 85,000 businesses with TrustScores based on more than 7.5 million reviews. Trustpilot operates in 24 countries, with offices in the UK, US and Denmark.

WNS WNS is a leading global business process management company offering business value to 200+ global clients across key industry verticals, including Banking & Financial Services, Insurance, Travel & Leisure, Retail & Consumer Packaged Goods, and Utilities among others. WNS has strong domain-expertise in the contact centre space and delivers end-to-end customer care services across multiple channels and languages. The service spectrum ranges from conventional solutions such as customer service, customer complaint management, collections, technical

CUSTOMER ENGAGEMENT SUMMIT 2014

integrated to provide you with a consolidated view of your customer data. Our autogenerated email and SMS solutions act as an immediate touch point with your customers, and our analytics team can provide valuable, actionable data insight. Adetiq offers a PCIDSS secure data processing environment and a combination of over 45 years’ experience, advanced technology and personalised service to deliver high quality, cost effective customer data processing solutions. Lilah Walker, Head of Marketing and Sales T: 01273 223995 E: Lilah.walker@adetiq.co.uk Contact Centre into the leadership role for delivering an excellent experience to these highly conversational consumers. Those organisations that anticipate and adapt to this "relationship revolution" will be better poised to build long-term customer loyalty and value. That Aspect has the only Contact Centre product suite that can work across all channels, in any environment and throughout the organisation to deliver remarkable customer experiences. For more information visit T: 0208 0188345 E: Julie.murray@aspect.com www.aspect.com/uk is committed to achieving tangible business benefits. Its recommendations are backed by robust and detailed analysis as well as a clear outline of the financial benefits the client can expect to gain through implementation. In this way Ember provides a clear business case for change, innovation and restructure. T: +44 (0)20 7871 9797 E: info@emberservices.com Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide reviews of their experiences, allowing for a more open conversation about business improvements based on personal feedback. Learn more at: www.business.trustpilot.co.uk Trustpilot, 16 High Holborn, London, WC1V 6BX E: business.trustpilot.co.uk/contact-us T: +44 (0)203 630 0750

and special service desk to the more advanced services such as loyalty program management, Web analytics and contact centre analytics. Among WNS’s recent innovations in contact centre are the WNS Sales Centre of Excellence - an innovative approach that helps enhance revenue generation for clients and ProGenie - WNS’s proprietary framework for uniﬁed Web engagement aimed at realtime customer engagement, service and sales on the Website. WNS has 35 delivery centres spread across 10 countries. WNS Global services (UK) Limited Malta House, 36-38 Piccadilly, London, W1J 0DP T: +44 207 440 0800 F: +44 207 440 0808 www.wns.com

LET’S MAKE THINGS HAPPEN Grass Roots is the world’s leading provider of employee and customer engagement solutions. You’ve probably encountered our work today without even knowing it. When you ﬁll up your car or get on your bike, top up your phone, receive an award at work, do your grocery shop, claim an on-pack promotional offer, browse online, call your utility supplier, eat out and even switch off your low-energy lights at night… (phew!), the chances are that Grass Roots could have played a part in making it happen.

Employee Solutions

Customer Engagement

Promotions & Incentives

100,000 LEARNING COURSES DELIVERED ANNUALLY

1 IN 6 PEOPLE IN UK TAKE PART IN OUR LOYALTY SCHEMES

REWARD FULFILMENT IN 102 COUNTRIES

So how can we help you? T: +44 (0)1442 829400 www.grassrootsgroup.com

Meetings & Events

500,000 EVENT DELEGATES ANUALLY

PARTNERS C3 Partners C3 Partners brings a radically different approach to organisational change that is centred unambiguously on the customer. We put customers at the heart of the change agenda to accelerate and maximise performance improvement – delivering transformed results for the organisation, based on great outcomes for their customers. C3 Partners’ unlocks the full potential of customer-centred change through its widelyproven Customer-Centred Framework. We

CCMA Formed in 1994, the CCMA is the longest established association representing the call centre industry in the UK. We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training. Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to

The Forum Raising Standards in Customer Operations As champions of best practice and professional development in customer contact, The Forum is widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration and continuous improvement underpinned by four communities: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership

look straight to your customers for the clearest possible view of performance there can be. With this clear understanding of the customer Voice we uncover the reality of the Gap between actual customer needs and experience, and your organisation’s perception of them. This is the foundation for a Change programme to deliver a customercentred future - using the customer as a compass to simplify complexity and guide strategic investment choices. C3 Partners, 120 Pall Mall, London SW1Y 5EA T: 0207 101 0737

provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments. The Associations Strategy Board is made up of call centre professionals who work full time in the industry and give up their time voluntarily to support the Association and its members. T: +44 (0)844 8000623 E: info@ccma.org.uk www.ccma.org.uk www.ukcontactcentreawards.co.uk Twitter: @ccmatalk

Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualiﬁcations and standards benchmarking. Nicola Callan Head of Engagement and Learning T: 0333 123 5960 E: Nicola.callan@theforum.social www.planningforum.co.uk

The Peer Awards

partnering with the Peer Award for Excellence in Customer Engagement.

The Peer Awards are an innovative business award that puts the ideas of the ﬁnalists centre-stage. Finalists present their entries at a special conference where they also uniquely participate in the judging, and they all feature in The Independent newspaper and at The Times website. Engage Customer is

Stephen Citron, Director The Peer Awards for Excellence www.ThePeerAwards.com stephen.citron@ThePeerAwards.com T: 020 8395 8886 M: 07913 950289

UKCCF

organise site visits to contact centres in the UK. We also run monthly webinars.

The UK Contact Centre Forum is the regional contact centre user group for London, South East, Midlands & Yorkshire. We host networking events where we invite guest speakers in to deliver thought provoking presentations that will stimulate debate and discussion. We run workshops and present case studies and

For more information please contact: Trevor Butterworth T: 07932 669 299 E: trevor@uk-ccf.co.uk www.uk-ccf.co.uk Twitter: @UKCCForum

CUSTOMER ENGAGEMENT SUMMIT 2014

CUSTOMER ENGAGEMENT MADE EASY EVERY CHANNEL. EVERY TOUCHPOINT.

The ‘always on’ customer can be tricky to do business with; they do their homework online before calling and have a voice via social media to tell everyone how happy or unhappy they are with you. Perhaps trickiest of all, they hop from channel to channel expecting you to be right alongside them for the whole journey. In today’s competitive landscape, it’s more important than ever that you get that customer journey right. • Personalised routing and contact handling regardless of customer channel choice • Enhanced by rich data in Salesforce to inform every conversation • Effortless customer experience as contacts are routed on context rather than channel • Boost agent productivity with a single integrated desktop for handling all contact channels

newvoicemedia.com

Events for 2015 www.engagecustomer.com

24th February Evolution of Voice of the Customer Directors Forum

16th July Big Data and Analytics Directors Forum

26th March Customer Engagement in the Retail Sector Directors Forum

24th September Customer Engagement Transformation Directors Forum

21st May Customer Engagement in Financial Services Directors Forum

22nd October Digital Customer Directors Forum

25th June Social Customer Engagement Directors Forum

25-26 November Customer Engagement Summit

Transforming performance. Engaging with care.

Customer management outsourcing that delivers for your customers. And for your business. We’ve got what it takes to transform your customer management performance across every channel; XS QEOI PMJI FIXXIV JSV ]SYV GYWXSQIVW ERH QSVI TVS½ XEFPI JSV ]SY -X´W HS[R XS XLI [E] [I IRKEKI [MXL our clients. With care. Care for their business results and their customers’ satisfaction. With 25,000 people across the UK and worldwide, we’re working with leading brands and public sector organisations to do things differently – and better. Get in touch to see how we can help you. @teamhgsuk

e. marketing@teamhgs.com

www.teamhgs.com

The 1st

Employee Engagement Summit will take place in London on 16th April 2015

16 APRIL 2015

The Employee Engagement Summit has been launched to meet the growing demand by businesses to focus on implementing effective employee engagement strategies and operations as a number one business priority. Recent surveys have shown that Employee Engagement is now the number one focus and challenge for CEO's having overtaken Customer Service. The Employee Engagement Summit is organised by the Engage team who organise the Employee and Customer Engagement Forum, now in its fourth year and the highly regarded Customer Engagement Summit.

For more information contact Nick Rust on: nick@engagecustomer.com T: 01932 506 301 www.engageemployee.com

FEATURE 16 APRIL 2015

First Employee Engagement Summit set for Spring 2015 Engage Customer, organiser of the highly respected Employee and Customer Engagement Forums for the past four years, is following up the launch of its upcoming new web offering engageemployee.com with the announcement of our ﬁrst Engage Employee Summit to be held in London on April 16 2015 The Employee Engagement Summit will mirror our already hugely successful Customer Engagement Summit held in the autumn and now in its third year. The Summits will also share the same venue, the Park Plaza Victoria Hotel. Research from the Financial Times reveals that the two most important business challenges identiﬁed by CEO’s are around their people and their customer relationships. There is an irrefutable body of evidence which proves that organisations with engaged employees have lower attrition, have more engaged customers and as a result gain long-term competitive advantage.

CUSTOMER ENGAGEMENT SUMMIT 2014

Employee engagement top of the business agenda Of course the evidence is plain for all to see. The improved business performance and market capitalisation of organisations who deliver great service through their people is now a given – and even those who improve their service from low to average see beneﬁts go straight to their bottom line. Engaging and properly directing our people is a no-brainer in terms of the beneﬁts it brings. While CEOs are putting their people and their customer relationships at the top of

▼

“There is an irrefutable body of evidence which proves that organisations with engaged employees have lower attrition, have more engaged customers and as a result gain long-term competitive advantage”

FEATURE

their business agenda – still not enough of them are really drawing a causal link between the two, and making it part of an overarching business strategy. The signs are that businesses are moving in the right direction, and those who do are enjoying a clear competitive advantage. Our Employee Engagement Summit will put a spotlight on those organisations who are getting their employee engagement strategies right.

Employees and customers first Latest Customer Experience Excellence research from Nunwood identifies as a unifying factor among the Top 10 of that Top 100, the best of the best, that they put their employees first. In doing so their people work within a culture that lends itself to delivering high level and consistent customer experience.

“The virtuous circle formed by highly engaged, motivated and well directed employees interacting across departments with increasingly sophisticated and demanding digital age customers is the only sustainable way forward and will remain a focal point for our activities” 38

The virtuous circle formed by highly engaged, motivated and well directed employees interacting across departments with increasingly sophisticated and demanding digital age customers is the only sustainable way forward and will remain a focal point for our activities. The Employee Engagement Summit will highlight the cultural and commercial beneﬁts of organisations taking an holistic and joined-up view of their employee and customer engagement strategies. It will focus ﬁrmly on the key issues, challenges and opportunities around engaging our people and include world class case studies, expert opinion, analysis, panel debates, roundtable discussions and high level networking opportunities.

Engage Employee Summit leading field The Customer Engagement Summit is already recognised as the leading joinedup customer experience event of the year and our aim is to quickly establish the Employee Engagement Summit as the leader in its field. Engage Customer co-founder and editorial director Steve Hurst says: “When we launched Engage Customer five years ago our rationale was underpinned by a commitment to highlighting the importance of organisations taking a joined up approach to engaging our people and our customers. “Our Employee Engagement Summit and engageemployee.com will continue this commitment to helping organisations reap the benefits of taking this holistic approach” The Employee Engagement Summit comes as a growing number of organisations are realising the business benefits that accrue when they forge a link between engagement of their employees and their customers – although there is still much work to be done. Chris Wood, Engage Customer managing director adds: “Employee Engagement has always been high on our agenda at Engage Customer and the time is now right for us to expand our portfolio of activities and drill down into the challenges and opportunities that come from effective employee engagement strategies. “Delegates at our Spring 2015 Summit will be armed with all the tools and techniques and insight they need to implement effective and successful long term employee engagement strategies.”

CUSTOMER ENGAGEMENT SUMMIT 2014

There are a lot of good reasons to consider the cloud. Increased flexibility. Faster deployment time. Minimal upfront capital expenses. Reduced IT requirements. But selection of the best contact centre cloud-vendor is the make-orbreak decision. The Communications-as-a-Service offering from Interactive Intelligence is used by some to the most well-respected companies around the world. Our cloud solution provides you the high levels of security you require, with the level of control you determine, and the ability to move to on-premise if your business needs ever change. Moreover, you have access to the broadest set of applications available, with the ability to move as rapidly as you’d like. Good reasons to trust the Interactive Intelligence cloud.

www.inin.com &217$&7 &(17(5 81,),(' &20081,&$7,216 %86,1(66 352&(66 $8720$7,21 Cloud-based or On-premise