2017 Customer Engagement Summit Preview by Engage Business Media

CUSTOMER ENGAGEMENT SUMMIT 2017

YOUR GUIDE TO WHATâ&#x20AC;&#x2122;S ON

M O N D AY, 1 3 N O V E M B E R 2 0 1 7 WESTMINSTER PARK PLAZA, LONDON

THE NEED FOR AGILITY IN THE AGE OF DISRUPTION PLATINUM

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WELCOME

THE TEAM Steve Hurst Editorial Director steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director nick.rust@ebm.media T: 01932 506 301 Katie Donaldson Marketing Executive katie.donaldson@ebm.media T: 01932 506 302 James Cottee Sponsorship Sales james.cottee@ebm.media T: 01932 506 309 James Major Sponsorship Sales james.major@ebm.media T: 01932 302 110 James Hitchinson Sponsorship Sales james.hitchinson@ebm.media T: 01932 506 305 Alex Webb Sponsorship Sales alex.webb@ebm.media T: 01932 506 303 Dan Skinner Membership Sales dan.skinner@ebm.media T: 01932 506 307 Dan Keen Membership Sales dan.keen@ebm.media T: 01932 506 306 Sabrina Clarke Finance Department ﬁnance@ebm.media T: 01932 500 103

WELCOME A very warm welcome to our Customer Engagement Summit preview, designed to whet your appetites for what is now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference. This year’s flagship Summit is to be held on Monday November 13. Now in its sixth year the Summit has gained an enviable reputation for delivering leading edge world class case-study led content in a business-like yet informal atmosphere which is highly conducive to delegate, speaker and sponsor networking. Our CPD accredited Summit is also recognised for its educational value. It’s a place both to learn and do business. The overarching theme of this year’s Summit is ‘The Need for Agility in The Age of Disruption’ as continuing advances in technology and the new business models that are being spawned continue to make fundamental changes in the fields of both customer and employee engagement. This year’s Summit is being held once again at the iconic Westminster Bridge Park Plaza in Central London and on also once again of the same day as our second annual Engage Awards, the only customer and employee engagement Awards programme. New for this year we have our exclusive Customer Engagement Summit app, where you can see who else is attending and start networking straight away, organise meetings in our 1-2-1 Networking Lounge, access all event information in real time, view the agenda and speakers, take part in interactive polling and share your own updates and content via the event news feed. Attendees can also post comments and information on the event feed and provide feedback with the app survey. These additions and improvements are all designed to enhance the customer experience enjoyed by delegates, speakers and sponsors at the Summit. I hope you enjoy this Summit preview and it gives you a flavour of what to look expect on November 13. I look forward to seeing you there for what promises to be the most exciting day in the customer and employee engagement calendar.

Steve Hurst, Editorial Director

CONTENTS 4-5

Keynote Speakers

6-9

2017 Speakers

10-13

Agenda Summary

Feature

14-17

Speakers in Focus

18-19

Speakers

21-26

Sponsors

Location and Tickets

2017/2018 Events

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

MALCOLM MCDONALD

KEYNOTE SPEAKER

CRANFIELD UNIVERSITY SCHOOL OF MANAGEMENT

WHY DISRUPTION IS ENGAGING THE BEST BRAINS IN THE WORLD

OK S O B KET TIC

Marketing guru Professor Malcolm McDonald from Cranfield University School of Management who is presenting the opening keynote at our sixth annual flagship Customer Engagement Summit sets the scene for his address It is impossible to have any kind of strategy, particularly a digital strategy, without a robust strategy that spells out clearly why customers should buy from you rather than from a competitor with similar products. Whenever I am privileged to have a big audience, I ask how many of them have crap products. The answer, of course, is none. But equally, on asking how many of them have excellent products, the answer is equally unanimous – all of them, of course. The point I am making is that today, all products are excellent, so it is unlikely that products will be the source of differential advantage. The reality today is that it is customer engagement that is the source of differential advantage and ultimately this is what leads to growth in sales and profits. Having said this, we must beware of the ridiculous policy, born of the relationship marketing mantra,( that happy clappy, weepy creepy, touchy feely school) that talks of delighting customers. The quickest way to go bankrupt is to delight your customers. Indeed, today there is an even quicker way of going bankrupt – you could actually “excite” them! I will explain during my keynote what I mean. DISRUPTION, DISRUPTION, DISRUPTION The truth is that trying to delight all your customers with all of your products will inevitably result in providing average service and delighting no-one. It is crucial to identify your core markets and customers and to delight them. Then you will have a resilient, profitable and abiding customer base. During my keynote, I will explain how you can do this. Then of course, there is the issue of disruption that has engaged some of the best brains in the world. But even here, we have to keep a sense of perspective and reality. Apple didn’t go out and ask stupid questions about what consumers wanted. People didn’t ask them to invent iPods, iPads, easy music downloads and the like. They just invented ways of making life easier and more enjoyable. So Apple didn’t crucify the music industry. Inter alia, it was being forced to buy full length albums. It wasn’t Netflix that killed Blockbusters. It was their ridiculous focus on retail to the virtual exclusion of on-line convenience. UBER, AMAZON, AIRBNB It wasn’t UBER that adversely affected the taxi business. It was fare control and the difficulty of ordering a taxi. Amazon didn’t kill retailers. It was bad customer service, limited stock, poor size ranging and so on. Airbnb didn’t deflate the hotel industry. Pricing strategies did. No, it is not technology, per se, that disrupts sectors. It is a lack of understanding of needs and poor customer engagement that leaves the door open to so called “disruptors”.

Then, with large organisations, there is the issue of high sunk costs, entrenched policies, a culture of complacency and demotivated employees, all of which leaves the door wide open to a more agile, customer-centric competitor. When they do react, it is often too late for existential challenges. This is not to say, however, that big organisations are dead. On the contrary, the marketing factors that cause long term success are well documented and I have 127 pieces of scholarly research that spell out what these are. One of the principal ones is proper, needs based market segmentation, not that stuff that is taught in so many of our Universities, such as socio-economics, demographics, geodemographics and the like. OZZY OSBORNE AND PRINCE CHARLES After all, Ozzy Osborne and Prince Charles, apart from belonging to socio-economic group A and being the same age, hardly behave the same. Nor do all females between the ages of 18-23. Nor does everyone in my street behave the same. These factors have very little to do with behaviour and to think this is market segmentation is as stupid as calling Millennials a segment. I will spell out what I mean during my keynote. Long term successful companies also have a deep understanding of how their markets work and, more importantly, how they evolve and change over time. They focus on the 20% of the market that gives them 80% of their revenue and proﬁts. They break these markets into segments and work tirelessly at understanding the real needs of the customers and consumers that belong to each segment. Only this way is it possible to delight them and this will always be enough to prevent so-called disruptors from taking your market. It most certainly is not all doom and gloom and I am heartened by the thousands of longstanding, very successful brand names and I don’t just mean 3M, General Electric, SKF, Procter and Gamble, Unilever and the like. Let’s remember that very rarely does one of the hundreds of thousands of start- ups become a disruptor and the factors for success are universal to all organisations, big or small: • • • • • •

Think in terms of customer needs, not products Carry out proper segmentation and understand the different needs of each segment Focus on the segments you think you can serve better than your competitors Develop irresistible offers that create advantage for them Remember the 80/20 rule. Set only a few priorities. Don’t try to be all things to everyone Involve your team. It is happy, motivated employees who deliver outstanding value

Finally, as Peter Drucker said, it must be clear to everyone that if you are doing today exactly what you did yesterday, you will not be around to do it tomorrow and as Charles Darwin said, it is not the strongest of the species that survive, but the ones that are most responsive to change.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 4

TOM GOODMANSON

KEYNOTE SPEAKER

CALABRIO

THE PATH TO ZERO: WHY CONTACT CENTRE ATTRITION IS THE KEY TO CUSTOMER EXPERIENCE Tom Goodmanson, President and CEO of Calabrio, who is presenting in the plenary session at this year’s Customer Engagement Summit looks at how CX disruption is impacting the contact centre The topic of customer experience is dominating headlines, and it’s disrupting how entire industries do business. For customers, it means that brands focus on delivering a seamless experience across communication channels while giving customers what they want and need. It’s a retooling of the entire process to meet the expectations of customers who are empowered to take their business elsewhere. To keep customers loyal, brands must implement the right tools and strategies to be even more agile in the coming year. The true customer experience lies at the intersection of brand promise and execution, and that execution happens through the contact centre staff who are interacting with customers every single day. By taking a fresh look at the contact centre and shifting the focus to agent engagement, brands can empower representatives to deliver on the promise of a great customer experience. Here are three ways companies can lay the groundwork and become nimbler in the coming year to deliver the ultimate customer experience.

RETHINK METRICS Contact centres are notorious for agent attrition. Recent reports indicate an annual turnover rate of 29 percent, while some brands experience even higher rates. This level of employee churn can wreak havoc on a brand, both ﬁnancially and in the eyes of the customer. Not only does it cost approximately six-to-nine months’ worth of salary to train a new employee, customers will question a brand’s credibility if the contact centre is inconsistent or always onboarding new staff. In addition, 82 percent of consumers would shop elsewhere after experiencing poor customer service, meaning that agents can have a profound impact on customer loyalty. However, many brands don’t view attrition metrics as a path to success, but it’s time for that to change. Traditional call centre metrics involve things such as average handle time and ﬁrst call resolution, but these static metrics do little to address the ever-changing needs of customers and stress agents out with a feeling that they’re operating on a timer. According to Dimension Data, in the next two years, customer interaction levels are projected to rise, which will increase stress levels. To be effective, brands must rethink stale metrics and focus squarely on implementing the right tools and hiring the right team to reduce employee turnover. When success is measured by employee longevity, customers can have a great experience–every single time.

FIND THE BOTTLENECKS Between spreadsheets and antiquated systems, many contact centres are missing the insights that will give agents the necessary information to make quick and informed decisions. Often, if customers can’t get quick answers using self-service tools, they

escalate their concerns to the contact centre, meaning agents are handing the complex problems. For many brands, customer communication channels are managed in silos so agents never gain a complete view of the customer. Without that information, it’s impossible to efficiently address customer concerns. When staff are feeling overwhelmed and illequipped to handle customer problems, customers get a disjointed experience and agents look for employment elsewhere. However, when brands take the time to figure out agent workflow and identify bottlenecks and frustrations, they can have open discussions to map out solutions and tools to break those bottlenecks. For example, by implementing speech analytics, brands can truly hear what their customers are saying in near-real time in order to quickly head off any customer issues. In addition, analytics give deep insights into agent performance, which can inform coaching and training strategies. All of these insights can then be shared with the rest of the organisation, which will finally allow brands to pull problems out by the roots and decrease agent call volume.

“

It’s a retooling of the entire process to meet the expectations of customers who are empowered to take their business elsewhere. To keep customers loyal, brands must implement the right tools and strategies to be even more agile’

EQUIP AND EMPOWER

”

Contact centre positions are not necessarily known for flexibility and employee empowerment, leaving many agents feeling disenfranchised from their company and their work. More often than not, those sentiments show up in conversations with customers. But, when agents are empowered and given the and feedback and training to succeed, something magical happens: agent turnover goes down and customer satisfaction goes up. Decreasing that turnover requires a more flexible working environment, better training, and data-driven feedback—and all of that starts with the right technology. Modern, cloud-based workforce optimisation platforms now give agents flexibility like never before, allowing them the freedom to work from home and access to things like self-scheduling and enhanced training thanks to readily-available customer and agent data. Through real-time feedback and peer-to-peer coaching, agents feel valued and empowered to make in-the-moment decisions to surprise and delight customers. Given the emphasis on customer experience, it’s important for brands to rethink their contact centre strategies and put the focus squarely on one thing: people. By focusing on people and mapping the path to zero attrition, brands can elevate the role of contact centre staff to quickly make informed decisions about customers and deliver on the brand promise that customers have come to expect.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 5

SPEAKERS

Seth Ellison

John Upton

Malcolm McDonald

Tom Goodmanson

Levi Strauss

Leon

formerly Cranﬁeld University School of Management

Calabrio

Martin Hill-Wilson

Helen Wilson

Mike Havard

Alyson Fadil

Brainfood Consulting

IPSOS Loyalty

Ember Services

Missguided

Monika Lütke-Daldrup

Erinn Collier

Vicky Johnson

Eric Haddad

LEGO Group

Uber

UNICEF UK

Google

Amanda Reynolds

Keith Milum

Sophie Dekkers

Laure Noireau

Afﬁnity Water

N Brown Group

easyJet

Eurostar

Harry Hugo

Paul Armstrong

Hannah Shepherd

Paula Stannett

Goat Agency

Digital Marketer, Strategist and Technology Advisor

Virgin Media

Heathrow

CUSTOMER ENGAGEMENT SUMMIT 2017 - 6

SPEAKERS

Kathryn Bradbury

Stella Creasey

James Muir

Hussain Afeef

Johnnie Johnson Housing

Fidelity International

Northumbrian Water

LUX* Resorts & Hotels

Viktoría Jensdóttir

Minna Olesen

Alastair Page

Kev Jefcoate

Landspitali Unversity Hospital, Iceland

Topdanmark Insurance

Rail Delivery Group

Grass Roots Group

Darren George

Guy Johnson

Jonathan Armstrong

Obi Abuchi

Samsung

Marks & Spencer

Cordery Complience

NKD

Satarupa Banerjee

Stuart Eames

Cameron Worth

Nikhil Shah

Direct Line Group

Waitrose

Sharpend: The Agency of Things

SmartBill

Anna Wilcox

Michael Maicher

James Sutton

Carine Bambara

Bupa

Allianz Global Broker Management

Raleigh International

UNICEF UK

CUSTOMER ENGAGEMENT SUMMIT 2017 - 7

SPEAKERS

Richard Spencer

Matthew Gray

Llaura Hughes

Abby Thomas

Donor Experience

Corona Energy

Motability Operations

Andrew Richards

Max Amordeluso

Professor Moira Clark

Suzi Caesar

Metro Bank

Amazon Alexa Skills Kit (ASK)

Henley Business School

DMG Media

Chris Humphrey

Andy Wilkins

Tim Pritchard

Sean Risebrow

BE Advisory

Kantar TNS

Bupa

Darryl Beckford

Arceeb Moughal

Oonagh McBride

Laurent Garnier

KCOM

Kura

Inisoft

KPAM

Cary Lawton

Matt Trickett

Brendan Dykes

Rich Davies

Pizza Hut

InMoment

Genesys

Barclays

CUSTOMER ENGAGEMENT SUMMIT 2017 - 8

SPEAKERS

Sally Earnshaw

Dawn Roberts

John Connors

Allison Windon

Blue Sky Performance Improvement

Express Gifts

eGain Worldwide

Allianz Global Corporate & Specialty

Lorna Crowley

Xavier Legrand

Neil Procter

Kate Burgess

Engage Hub

Centrica Connected Home

Virgin Holidays

Martin Taylor

Claire Sporton

Carolyn Blunt

Charlie Ferris

Content Guru

ConďŹ rmit

Ember Real Results

Utility Warehouse

Dave Thomson

Ben Murphy

Sandra Schroeter

Thomas Rodseth

Salesforce

ATOS/NS&I

Optimizely

Puzzel

Katie Waldeck

Richard Burns

Derek Eccleston

Imi De Daranyi

soh

NICE Satmetrix

MaritzCX

Lithium

CUSTOMER ENGAGEMENT SUMMIT 2017 - 9

AGENDA SUMMARY

PLENARY KEYNOTES

08:15 Registration & Coffee

09:00 Chair’s Introduction Mike Havard, Director, Ember Services

09:10 Putting Customer Engagement Strategies into a Proﬁtability Context Professor Malcolm McDonald, former Professor of Marketing, Cranﬁeld University School of Management

09:30 Levi Strauss Case Study: Embracing Evolution for the Seamless Customer Experience Seth Ellison, Executive Vice President and President, Europe, Levi Strauss

HALL 1

HALL 2

Chair: Mike Havard, Director, Ember Services

Helen Wilson, Managing Director, IPSOS Loyalty

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES

11:00 Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement to Accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays

11:00 Metro Bank Case Study: Fan-Atical Execution in a High Growth Business Andrew Richards, Head of Regional Retail Banking, Metro Bank

11:20 Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre Responsiveness Dawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts

11:20 Utility Warehouse Case Study: How Cognitive Knowledge is Enabling us to Have More Human Conversations and Become Emotionally Engaged with our Customers Charlie Ferris, Head of Customer Service, Utility Warehouse

11:40 UNICEF Case Study: Transforming the Customer Experience at UNICEF Vicky Johnson, Head of Supporter Care & Carine Bambara, Advisor for Supporter Care Team, UNICEF UK

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART TWO 12:00 Affinity Water Case Study: Automation Versus Participation Amanda Reynolds, Director of Customer Relations (Household), Affinity Water 12:20 Window or Aisle? Why we Should Love the Middle Seat Claire Sporton, Vice President, Customer Experience Management, Confirmit 12:40 N Brown Group Case Study: First for Customers – Fit for the Future Keith Milum, Head of Customer Services, N Brown Group

11:40 Fidelity Case Study: Voice of the Client: Infusion or Transfusion Stella Creasey, Global Voice of The Client Lead, Fidelity International

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE 12:00 The Digital Advantage – Disrupt the Disruptors Brendan Dykes, Product Marketing Director, Genesys 12:20 NS&I Case Study: Innovation Through Experimentation – The Next Big Thing In Business Sandra Schroeter, Product Marketing Manager, Optimizely & Ben Murphy, Head of Digital, Atos/NS&I 12:40 Disney Case Study: How Disney Uses Customer Value to Innovate Customer Experience Chris Humphrey, Associate Partner & Andy Wilkins, CEO & Co-Founder, BE Advisory

13:00 Lunch

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE 14:00 easyJet Case Study: Putting the Customer on the Flight Deck Sophie Dekkers, UK Country Director, easyJet 14:20 AI For Customer Engagement: Chatbots, Guided Processes and More John Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide 14:40 Johnnie Johnson Housing Case Study: Living Longer, Living Better Kathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing

EMPLOYEE REWARD RECOGNITION AND RETENTION 14:00 Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition Journey Paula Stannett, Chief People Ofﬁcer, Heathrow Airport 14:20 Employee Reward, Recognition & Retention – Make It Sensational! Kev Jefcoate, Director, Marketing Communications, Grass Roots Group 14:40 Donor Experience Case Study: The Value of a Promise Richard Spencer, Director For The Commission, Donor Experience

15:00 Coffee & Networking Break

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 15:30 Technology-Enabled Creativity Cameron Worth, Founder, Sharpend: The Agency Of Things 15:50 Topdanmark Insurance Case Study: How to use Speech Analytics to Improve The Digital Customer Journey Minna Olesen, CX Analyst, Topdanmark Insurance 16:10 SmartBill Case Study: Lessons Learned from The Launch of a Start-Up Nikhil Shah, CEO, SmartBill

THE FUTURE OF WORK

CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE 15:30 Allianz Global Case Study: Move Fast And Make A Big Impact Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty & Michael Maicher, Global Head, Allianz Global Broker Management 15:50 Direct Line Group Case Study: Delivering Better, Smarter Communications to Our Customers Satarupa Banerjee, Direct Marketing Manager, Direct Line Group 16:10 Let’s Not Neglect The Humans! Carolyn Blunt, Managing Director, Ember Real Results

CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS

16:30 Uber Case Study: The Future of Urban Mobility Erinn Collier, Head of UK, Uber For Business 16:50 LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive Differentiator Hussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort

16:30 Amazon Case Study: Conversational AI with Amazon Alexa Max Amordeluso, Principal Evangelist, Amazon 16:50 Centrica Connected Home Case Study: Deliver an Exceptional Customer Experience with Intelligent, Connected Service Neil Procter, Global Head of CRM, Centrica Connected Home & Dave Thomson, Principal Solution Engineer-Service Cloud, Salesforce

17:10 Landspitali University Hospital Iceland Case Study: Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The Field Viktoría Jensdóttir, Project Manager, Landspitali University Hospital

17:10 Google Case Study: Infuse Your Business with Machine Learning Eric Haddad, Director CSE (Central and Southern Europe), Google Cloud

17:30 Chair’s Summary Mike Havard. Director, Ember Services

17:30 Chair’s Closing Remarks Helen Wilson, Managing Director, IPSOS Loyalty

17:40 Drinks & Networking Party with Entertainment from Tom Ward

CUSTOMER ENGAGEMENT SUMMIT 2017 - 10

AGENDA SUMMARY

PLENARY KEYNOTES 09:50 Customer Engagement Starts with Engaged Contact Centre Agents – New Study Reveals “Health” of the Front Line Tom Goodmanson, President and CEO, Calabrio

10:10 Leon Restaurants Leadership Interview: ‘In Conversation with’ John Upton, Managing Director, Leon Restaurants & Mike Havard, Director, Ember Services

10:30 Coffee & Networking Break

HALL 3

HALL 4

Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

Chair: Alyson Fadil, People Director, Missguided

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:00 LEGO Case Study: Know, Nurture And Nudge Your Customers Monika Lütke-Daldrup, Senior Director, Consumer Services, LEGO Group 11:20 Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data to Map Out their CX Journey Cary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead, InMoment 11:40 Waitrose Case Study: Saving £3.5 Million Through Partner Ideas Stuart Eames, Operational Improvement Manager, Waitrose

EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE 11:00 Corona Energy Case Study: Wow Customers Through myCEO Matthew Gray, CEO, Corona Energy 11:20 Inspiring Customer Loyalty Obi Abuchi, Consulting Director, NKD 11:40 Motability Operations Case Study: Values & Behaviours Vs. Process & Memory: How to Utilise Technology to Get the Basics Right Llaura Hughes, Training and Communications Manager, Motability Operations

FUTURE OF THE CONTACT CENTRE

12:00 Virgin Holidays Case Study: Using the Customer Journey to Build Your Brand Kate Burgess, Head of Customer Experience, Virgin Holidays

12:00 Are You a Customer Service Leader or Laggard? Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

12:20 Are you Sitting Comfortably? You Shouldn’t be… Tim Pritchard, Managing Director, Customer Experience, Kantar TNS

12:20 BT Case Study: BT’s Customer First Transformation Abby Thomas, Director of Transformation and Change, BT

12:40 Northumbrian Water Case Study: Customer and Employee Engagement Through Cultural Transformation James Muir, Transformation Development Manager, Northumbrian Water

12:40 The Digital Opportunity for Contact Centres — 5 Communication Habits That Drive Success Katie Waldeck, Customer Experience Director, soh

13:00 Lunch

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

14:00 Why You’re Doing Inﬂuencer Marketing Wrong and How to Get it Right… Harry Hugo, Director, Goat Agency

14:00 Perceived Customer Value: The New Competitive Battleground Professor Moira Clark, Director, Henley Business School

14:20 How the Latest Technology Is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of Product, Engage Hub

14:20 Crack the Code: Upgrade Your Customer Experience, One Conversation at a Time Sally Earnshaw, Managing Director, Blue Sky Performance

14:40 How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things) Paul Armstrong, Digital Marketer, Strategist & Technology Advisor

14:40 Daily Mail Group Case Study: Humankind Suzi Caesar, Head of Customer Services, DMG Media

15:00 Coffee & Networking Break

CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL

THE EVOLUTION OF CX SERVICE DESIGN

15:30 If Insurance Case Study: How One of the Largest Scandinavian Insurance Companies Adapts to their Consumers Evolving Needs Thomas Rodseth, VP Product & Marketing, Puzzel

15:30 Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung

15:50 Virgin Media Case Study: Improving Staff and Customer Experience with Digital Innovation – How Can you Empower and Excite your Store Staff with Digital Tools to Improve Customer Experience? Hannah Shepherd, Head of Retail Experience, Virgin Media

15:50 CX Service Design – Evolution or Revolution? Darryl Beckford, Head of Digital Acceleration, KCOM

16:10 Eurostar Case Study: Mapping Customer Journeys From Your Customers’ Verbatim Comments Laure Noireau, Customer Insight Manager at Eurostar & Laurent Garnier, CEO, KPAM

CUSTOMER DATA AND PRIVACY INCLUDING GDPR 16:30 Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer 16:50 Cordery Compliance Case Study: GDPR Fake News Live – Separating the Fact From the Fiction Jonathan Armstrong, Partner, Cordery Compliance 17:10 Panel Discussion Guy Johnson & Jonathan Armstrong 17:30 Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

16:10 Bupa Case Study: Getting the Experience Right, By Design Sean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience, Bupa

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART TWO 16:30 Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of Cloud Alastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO, Content Guru 16:50 EE The Forest for The Trees: Drive Customer Engagement Through Complete Understanding Richard Burns, Director of Strategic Sales, Nice Satmetrix 17:10 Raleigh International Case Study: Engaging with Millennials James Sutton, Business Development Strategist, Raleigh International 17:30 Chair’s Closing Remarks Alyson Fadil, People Director, Missguided

17:40 Drinks & Networking Party with Entertainment from Tom Ward

CUSTOMER ENGAGEMENT SUMMIT 2017 - 11

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SIMON FOOT

FEATURE

EMBER

THE NEED FOR AGILITY IN THE AGE OF DISRUPTION Group Development Director at Ember Simon Foot deﬁnes and identiﬁes six key areas that businesses need to address to become more agile in our age of customer and employee engagement disruption agility

[uh-jil-i-tee ]

noun

1. the power of moving quickly and easily; nimbleness: 2. the ability to think and draw conclusions quickly; Considering this deﬁnition of agility, moving quickly or easily or being able to think and draw conclusions quickly, is generally not something associated with the contact centre industry. Being agile means being willing to accept a certain level of risk. Unfortunately CFO’s or directors who do this and fail are often considered maverick and are swiftly punished, losing their jobs for being careless custodians.

As a result there is generally a culture of conservatism in the contact centre industry, avoiding new technology that requires big change and maybe tinkering with a few ideas but never really attacking the fundamentals until it’s too late – when market share and customers have been lost to those organisations who do embrace change more swiftly. Agility has been the trump card of many an industry disruptor. It takes a certain type of thinking to get to the top. And being able to stay relevant to customers and retain market position in a dynamic economy takes just as much effort. Embracing technology and being agile is a big part of this. So how do the champion brands get it right? What can we learn from their successes… and failures? And more importantly what are the key factors to consider in becoming more agile?

1. KNOW YOUR BUSINESS AND YOUR CUSTOMERS Champion brands are fanatical in understanding their customers, their behaviors, and how to grow and retain their revenues. Many companies claim to have a vision, yet that vision could probably describe any number of businesses in their industry. Champion brands can identify a clear commercial beneﬁt from investing in customer experience. They understand the value and how to generate it from each and every contact they have with customers. They know where their customers are today and are keenly attuned to where they might be in future. They put strategies in place to ensure that customer connection stays intact. KLM Dutch Airlines recognised that being able to respond with a human touch to the more than 100 000 mentions received via social media would require an innovative approach and agile technology. By incorporating AI into their customer database they have been able to streamline and enhance how they respond to customers through all customer contact channels, without increasing their team size. Champion brands also know their people and their skills. The world’s largest toy manufacturer measures its operational success on one measure: employee engagement. They know that if they get employee engagement right, then it translates into positive customer experiences.

2. PREPARE FOR A CHANGING WORKFORCE Champion brands recognise that the workforce is changing, not just because tech is automating low skill level jobs, but also because employees have entirely different expectations for their careers. In the future companies are going to have to work much harder and invest more to attract and retain top talent.

3. HAVE A PLAN, BUT ENSURE IT’S AGILE Champion brands strategise for today and tomorrow and recognise that there may be grey areas in between. Currently mobile app

technology is on an upward trend, with organisations across all industry sectors – from restaurants to ﬁnancial institutions – seeking to engage with customers via mobile. But this could just as easily be disrupted by a new technological innovation. How would these organisations need to adapt to ensure they retain their customer engagement? At Apple, one of Steve Jobs’ strategies was to innovate ahead of the market. He considered what customers might want in the future and then set out to design according to that. It is this type of thinking that creates champion brands, not just implementing according to today’s technology, but encouraging innovation for tomorrow.

4. OUTSOURCING TO TAKE ADVANTAGE OF INNOVATION Champion brands recognise that customer experience (CX) is set to be the major differentiator when it comes to client loyalty and consider ways in which outsourced technology can help them be more agile, particularly if they don’t have the resources themselves. Tech vendors develop and maintain platforms designed to keep up with innovation as part of their core business, which makes them the ideal outsourcing partner. Additionally, outsourcing contracts will need to be ﬂexible, recognising that with technology changing at the pace it is, while the outcomes and objectives may remain the same, the design needs to be ﬂexible enough to respond to changing market demands, threats or opportunities.

5. INNOVATION INCUBATORS – TEST AND LEARN Champion brands understand that the best solution may not be the obvious one. Sometimes the ideal solutions come about by sheer accident through experimentation and are completely counterintuitive. Testing and experimentation may be required to establish what works for customers. Vodafone has recently collaborated with IBM, experimenting with their AI technology, Watson, to offer a virtual customer service channel. The project was implemented in response to customer demand for more accurate and instant access to information. The metrics generated enabled Vodafone to tweak their offering and optimise the use of the AI technology so that it enhanced the customer experience. Courier services in the UK are using technology to interact with customers, ensuring on-time, convenient delivery, and customer satisfaction is skyrocketing. What’s to stop the healthcare sector from implementing similar tactics for enhancing their customer experience?

6. USE ANALYTICS AND INSIGHTS Champion brands have clear goals and link all activities to analytics to measure their ROI. In customer contact centres, speech analytics, in particular, can provide valuable insights. Leading global ﬁnancial institutions are using speech analytics to pinpoint key phrases used by their most successful contact centre agents and then incorporating this into training to upskill other agents. In this age of disruption, success will be determined by the ability to move quickly and easily. It’s time to develop a culture of quick thinking and decision-making; because, if organisations delay implementation while they’re thinking about it, you can be sure someone else will already be doing it.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 13

SETH ELLISON

SPEAKERS IN FOCUS

LEVI STRAUSS

LEVI STRAUSS CASE STUDY: EMBRACING EVOLUTION FOR THE SEAMLESS CUSTOMER EXPERIENCE As a brand that is 144 years old, has 50,000 retail doors and almost 3000 branded stores, it may surprise some to learn that LS&Co. attributes part of its undeniable success to maintaining a start-up mentality when it comes to building a world-class omnichannel retail experience. As a company that generated $301 million in European sales and a profit increase of 27% in the first quarter of this fiscal year, LS&Co has survived market disruption against the odds and continues to prove itself a timeless brand; evidence that they are succeeding in captivating the consumer. While the consumer is hunting for the perfect fitting pair of jeans, LS&Co. are focused on making a consumer experience that is a perfect fit for all. With over 30 years in the apparel industry, Seth Ellison, EVP and President for Europe, has seen first-hand how weaving product and innovation together can drive an amazing consumer experience and commercial success. He will highlight how LS&Co. are making strategic investments to bring their iconic products to life. In addition, it will detail the holistic attitude that LS&Co adopts from the ground up, encompassing a strategy of putting the “best players on the field at every position,” keeping the consumers as the pivotal center of everything and staying true to their values in order to thrive in a market of growing customer expectations.

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As Executive Vice President and President, Europe, Seth Ellison is responsible for the company’s overall business strategy and operations across all brands and channels in the region. In addition, he is a member of the company’s worldwide leadership team, which sets the company’s global direction Seth joined the company in September 2012 to serve as president of the Dockers® brand. He has a passion for growing brands and a track record of success in large and small companies. He has more than 30 years of apparel experience – including president of the swimwear group at Perry Ellis, vice president general manager of EMEA Apparel and president of Hurley International at Nike Inc. Most recently, Seth was the chief commercial ofﬁcer at Alternative Apparel where he successfully evolved a t-shirt blank supplier into a global wholesale brand sold in key US accounts, including Bloomingdales, Nordstrom, Macy’s, Dillard’s, Urban Outﬁtters and in 120 countries. Seth also worked at Authentic Fitness Corp. as the director of menswear for Speedo and the president of the outerwear division, and served as the vice president of design and merchandising at Quicksilver, Inc. Seth attended Stanford University in Palo Alto, California.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 14

SIMON SEPARGHAN

SPEAKERS IN FOCUS

BARCLAYS

BARCLAYS CASE STUDY: #LEADERSHIPROCKS – CREATING A LEADERSHIP MOVEMENT TO ACCELERATE CUSTOMER EXPERIENCE TRANSFORMATION

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

Simon Separghan is Managing Director, Global Contact & Digital Channels Barclays UK and is responsible Leading the strategy, execution and delivery of Customer experience with a global leadership team across multiple locations in the UK and Asia; accountable for delighting over 60m Customers and Client interactions every year. From high volume traditional Voice through to Social Media and the creation of the UK’s ﬁrst On-Demand Mobile Video Banking capability, Simon leads a team helping over 4,000 Colleagues make a difference by building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation Having worked with some of the world’s most recognised brands, Simon has spent the last 10 years in Barclays and prior to this role was Global Contact Transformation Director where Simon transformed the virtual servicing capability and re-engineered the operating models to create a competitive advantage. Since becoming MD, Global Contact & Digital Channels in 2016 Simon has been relentless around creating a culture of care and ownership within our Contact teams recognising that in the moment, empathy and knowledge are key to driving the best customer experience. This culture has reaped real rewards; over the past 2 years NPS has grown by over 50 points and colleague engagement has risen by 15% globally.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 15

CHRIS CHABOT

SPEAKERS IN FOCUS

AMAZON

AMAZON CASE STUDY: CONVERSATIONAL AI WITH AMAZON ALEXA Advances in ML and AI have allowed for an entirely new way of building user experiences, by using Voice. Learn about the future of voice based experiences and how to to create your own using Amazon Alexa.

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Chris Chabot is Technical Evangelist in for the Alexa Skills Kit (ASK) team in the UK, working with developers to create new and innovative experiences around voice. During his career Chris has built and led both product and developer teams, working as Head of International Developer Relations at Twitter and a number of developerfocused leadership roles at Google. Chris is passionate about the potential for societal change through technological innovation, and has spent time advising numerous start-ups and shared his knowledge through keynote speaking at various industry events and conferences.

ERIC HADDAD

SPEAKERS IN FOCUS

GOOGLE

GOOGLE CASE STUDY: INFUSE YOUR BUSINESS WITH MACHINE LEARNING In this session, Eric Haddad will share an overview on how A.I. and Machine Learning are developed and used at Google and how your business can beneﬁt from it. To do so, he will walk you through real existing enterprise customer case studies such as real-time auction, images processing, insurance risk…..

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Eric Haddad joined Google on April 2011. Previously, he was Solutions Cloud Computing and Uniﬁed Communications Director at Microsoft. He also was successively Strategic Alliances Director and Sales Director for Telecom and Media segment in France and Europe. He started his career at IBM, and became Channel Sales Director at Sun Microsystems (Oracle) and Sales Director for Telecom, Media and High Tech sector at BEA Systems (Oracle). Eric Haddad is an engineer, graduated from Polytech Orleans and N7 Toulouse. He entered EM Lyon, where he obtained an MBA. In 2006, Eric followed the Kellogg School of Management Advanced Executive Program in Chicago.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 16

STUART EAMES

SPEAKERS IN FOCUS

WAITROSE

WAITROSE CASE STUDY: SAVING £3.5 MILLION THROUGH PARTNER IDEAS UK retailer Waitrose implemented an idea management platform to overhaul its long-established suggestions box and to better-engage Partners in driving the business forward. The Partner Ideas programme has delivered clear ROI multiple times over, and is gaining traction throughout Waitrose and its parent organisation, the John Lewis Partnership.

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Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British Grocer. Having spent 16 years running supermarkets and understanding first hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading Operational Improvement for Waitrose, having delivered over £3.5m savings to date. Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. Recently recognised through the Employee Engage Awards 2016. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

PAULINE WILSON

SPEAKERS IN FOCUS

VIRGIN HOLIDAYS

VIRGIN HOLIDAYS CASE STUDY: USING THE CUSTOMER JOURNEY TO BUILD YOUR BRAND No matter your business, your customers now have more choice and higher standards than ever. If you’re a Virgin business, those standards only rise. So Pauline Wilson will share with you what Virgin Holidays has done to create and keep happy customers. In this insightful behind-the-scenes look at Virgin Holidays, she’ll communicate her ﬁndings from 10 years at the company, plus the latest thinking behind its radical overhaul of the customer journey, touchpoints and technology.

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A collaborative leader with extensive leadership experience fostering strong team spirit and a proven track record of success. Over 20 years of operational and customer service experience in the travel industry. Building and developing high performing teams, I have an established reputation as a highly motivated and focused professional who is results orientated, disciplined and committed to providing an excellent customer experience and operational delivery at optimum cost.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 17

SUZI CAESAR

SPEAKER

DMG MEDIA

HUMANKIND – WHY HAPPY PEOPLE AND HAPPY CUSTOMERS EQUAL PROFITABLE BUSINESS Customer Engagement Summit presenter Suzi Caesar, head of customer services at Mail Newspapers recounts how a brief conversation with a taxi driver got her thinking In a taxi yesterday the driver asked me what do you do? I work in customer services, I said, keeping customers happy. You must be busy, he laughed. Well yes, I said, it’s amazing how easy it is for business to forget about the customer until it’s too late. His response both irritated me and got me thinking, he said - first things first; get the money in; ship the orders out or there’s no business. Simples. No business means no customers. I’m sure most of you reading this can empathise with the irritation I felt and like me, have experienced similar encounters over the years, in taxis and board rooms alike. So there it is – the perpetual chicken or egg conundrum. Business or customer – which comes first? To start answering this question let’s think about context, our current reality.

IT ALL STARTS WITH PEOPLE Businesses that succeed start with people. Their primary aim is to know their people, to understand their motivations, their behaviours and to enable them. For instance Facebook empowers people to work with anyone to solve the problems they care about. Businesses such as Facebook, AirBnB, Uber, Skype, and Netflix have redefined ‘how’ we do business. They spend no time on internal distractions such as hierarchy. The more people engage with organisations like this the more their expectations and experiences are changed. Life is faster, more uncertain, the gap between those with, and without, technology more exclusive and divisive. The first thing left out, in this squeeze, is people. Thoughtless careless acts are often not intentional but are the unintended consequences of working on autopilot, of doing what we’ve always done. We need to make definitive breaks with old habits. We won’t get new kinds of results doing stuff the same old way.

MAJOR DIGITAL DISRUPTION We have experienced a major digital disruption, a revolution that has changed our lives forever. The speed and openness of technology means customers are in, or can penetrate, organisations at any time. And not only customers. Technology has also opened the door to the unwelcome such as protest groups and hackers. But all visitors, all people, whether welcome or not give us invaluable feedback or insights that can help make our business better, stronger or safer if we gather the feedback and act on it.

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Businesses such as Facebook, AirBnB, Uber, Skype, and Netﬂix have redeﬁned ‘how’ we do business. They spend no time on internal distractions such as hierarchy. The more people engage with organisations like this the more their expectations and experiences are changed

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Insights fuel action. The concept of transactions, of business, employee, and customer are gone. In their place we have people, connections, community and value exchanges.

Let’s have the courage to be different. Seeing and knowing this means our focus needs to be beyond the mechanics of ‘how’ we do business and instead prioritise our effort on the ‘why’ and understanding ‘purpose’.

WHAT IT MEANS TO BE HUMAN For years I have worked to inﬂuence a paradigm shift in organisations to transform them from within towards ‘hearts’ rather than ‘minds’. More recently my quest has led me to understand more about being human, about our biology, about how we work. This has profoundly changed me and changed the way I view business. Business is deeply human – it is ideas, feelings and relationships. It’s not about the numbers; or what we sell or how we operate instead it is about what we believe and why we exist. In the words of Simon Sinek ‘inside-out-thinking’ - people don’t buy what you do they buy why you do it. The goal as a business is not to do business with everybody that needs what you have instead it is to do business with people that believe what you believe. Apple is a good example of a business that demonstrates inside out thinking. Feelings fuel decisions.

We are all one – an eco-system. The old linear way of doing business, starting with a chicken leading to an egg, has gone, replaced by the platform economy, an ecosystem where value can be generated and exchanged organically amongst the community – anytime, anyplace, anywhere. This challenges the traditional ways businesses are structured. The rise of the gig economy is evidence of this. Businesses have to adapt e.g. people working from home rather than travelling to a bricks and mortar facilities; being 24x7 365 means changes to the nature and patterns of work; distributed activity means less need for cities or geographical boundaries etc. Those of you working in global customer operations will already be adept at knowing what this means.

Let’s get personal. The simple fundamental truth is the more you know and enable your people the more successful your business. If you leave the human element out, ignore it or under play it in your thinking; your product design; your transformation you’ll end up with wasted opportunities and enormous commercial risk. In answer to the question, which comes ﬁrst the business or the customer? The answer is they are one and the same. Happy people + happy customers = proﬁtable business. This is your purpose. Human. Kind. Be both.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 18

PAUL ARMSTRONG

SPEAKER

AUTHOR

ROUTE TALK: SHOULD WATCHING ‘LOVE ISLAND’ BE YOUR DOWNTIME?

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Summit presenter Paul Armstrong author of the best-selling book 'Disruptive Technologies: Understand, Evaluate and Respond' gives his personal take on the world of disruption A word on time, your future and the acceptable amount of route talk. I am writing this in a foreign place I have never been before. Hundreds of new sights, smells and sounds are being received by my senses and the world spins on.

honest, you can't afford everything. Attention is a funny thing, you care when it's been stolen but don't think about it most of the time. If you want a brighter future - think about it more and ﬁght mental terrorism. Give your attention to a better standard of...everything and maybe, just maybe, we'll get a little more love and a little less 'Love Island' in our future.

I am sitting outside a cafe in Copenhagen about to ﬁnish a pretty decent coffee when something dawns on me. We have entered an era where we are misclassifying information all the time. 'Information overload' is now bandied about like a badge of honour and misinformation is rife.

I often ﬁnd podcasts hard to listen to but one did change my life a few years ago and here's why. The title of the podcast is 'The Seven Things You're Not Supposed To Talk About" (http://bit.ly/seventhingspodcast). The premise was simple. The mother of the presenter has seven 'rules' about things that she never talks about. The list of seven started out from four that were relayed to her from a French friend.

I should be a quivering wreck with all the new information I am getting. I should be paralysed beyond all recognition. New customs, cultural norms are being encoded by my brain. But I am not. We choose to process this information in a different way than information at work or what we see on the internet and through our many soul-sucking devices. The choice is the key here. Notiﬁcations, alerts, pings and ﬂashing ads are all attempts at communication and every one comes with a cost - your time. Slaves to devices

The Mother's list is impressive as it is broad. Period pains, health status (including medicines you are on), weather and sleeping patterns all make the no-no list. Reliving dreams, discussing money and ﬁnally (my favourite) route talk are forbidden.

Marketers have never had such powerful tools to get people to change their behaviour. Yet pick up any trade journal and read the industry woes. As individuals, it's worse. Broken, juddering messes of our former selves. Slaves to devices we never tamed, hooked on the drip, drip, drip of serotonin the next 'Like' or 'heart' gets us. The problem isn't the information, it is the attempted communication. We're hardwired to seek it out. Roughly speaking, your time on this wet, blue marble we call home will be somewhere around 80-100 years. For some these will be long, hard years, others will have an easier time. Some will not see their 50th birthday while others seem only to cling to life only to take joy in sapping yours in the ﬁfteenth meeting of the day. My point is this, you only have so much time and what you choose to do with it matters. What you choose to pay attention to matters. Giving your attention means giving time to information in the hopes you will understand it, encode it and store it for later use. Sometimes choices need strategies and sometimes they need rules. Here is one of each. Firstly, whenever you install an app or use software, automatically turn off all notiﬁcations that app can send you. Now go into the settings and make a conscious decision on whether you want to be alerted. This small act can shave off days of usage per month. Secondly, spend what time you do have on bigger and better things.

LOVE ISLAND AND ALL THAT Travelling more for work since writing (warning: book plug) 'Disruptive Technologies: Understand, Evaluate and Respond' has meant my time is often limited. Every choice I make has a cost. We all need downtime but should 'Love Island' be that downtime? Is there nothing better you want to ﬁll your noodle with? We all like junk food but as we get older we know we need a better diet - the same goes for notiﬁcations. Everything is a choice and everything comes with a price-tag. If that price-tag is not obvious then you paid with your time and let me be

THE SCOURGE OF SOCIAL MEDIA Route talk is the often meandering and intricate verbal recollection of the way you travelled to where you are. The roads, the delays, the people and the problems - often recalled with vivid detail and passion. Route talk is somewhat inevitable as cities get more populated but I refuse to let it invade my life further. I am taking a stand. Thanks to social media and other outlets, people can and do share their thoughts (and woes) more and more. No-one wants to see people suffer but these topics and inconveniences are parasites on your attention. I urge you to use cognitive bug spray. As with a lot of good podcasts, there is a twist. The podcast production crew must try to prove the rules wrong with interesting stories. Spoiler alert: it doesn't go well. Listening to a family overshare about medical conditions over dinner along with a dream group explaining their dreams is a poignant look at society today as it is a riot to listen to. These topics are pretty much filler and junk information (some are poorly timed). Each represents a falsity we have come to tolerate in society - you should share everything. These topics rarely add meaning to proceedings and often end up having the opposite desired effect. The podcast has a ruthless tone and may sound harsh but what if I told you this type of talks wastes a year of your life? Would you choose to spend your time on this blue, wet marble in new ways? What will make your seven things list? Everyone's seven will be different - yours might only have five. The key is to focus on what matters to you and begin making better choices. How will you have richer dialogues with people moving forward in a time when conflict and differences are so common? A tip I use when I am stuck for an answer is to use the Socratic method. Asking "how would that work exactly?" is a great way to understand and explore contrarian ideas. Recent events has shown us that few things are certain. One things is certain; your future will be determined as much by others as you. You can't change a lot of things out there but you can change your behaviour and decisions surrounding time. Make better choices now about how you spend your time and you'll have more options in the future. A future, I hope, with a little less route talk.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 19

JOIN THE BIGGEST 2017 INDUSTRY PARTY

BOOK YOUR TABLE YOUR HOST FOR THE EVENING JO CAULFIELD

WHY NOT JOIN THE FINALISTS AT THE INDUSTRY'S BIGGEST PARTY? The Engage Awards, now in their second year after a hugely successful launch in 2016, will be held on November 13, the same day as our ﬂagship Customer Engagement Summit. With a total of 14 categories – up from 12 categories in our launch year – the Engage Awards will showcase organisational excellence and also recognise individuals who have accomplished signiﬁcant achievements within the customer and employee engagement market. The Summit is now in its sixth year and recognised as the largest and most prestigious customer and employee engagement event in Europe. Our aim is to quickly establish the Engage Awards in the same pre-eminent position. Our panel of 21 judges presided over categories which cover strategic areas of engagement capturing examples of excellence from organisations that are directly improving their customer and employee engagement strategies, improving retention, loyalty, productivity and bottom line performance.

CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT

Jon Nasta, Xercise4Less Noel O’Hara, Softworks Alison Goodwin, Wolseley UK Jessica Lilley, Reward Gateway Harriet Truman, Reward Gateway

Everything Everywhere with NICE Deutsche Telekom Services Europe The University of Shefﬁeld NKD John Lewis Deutsche Bank Virgin Media and Oplift StrategyBlocks Seaboard Foods Nissan AppLearn Go Engage – Wrightington, Wigan and Leigh NHS Foundation Trust Anchor Launchﬁre

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR Jonathan Bunn, MetLife Andrew Worsdale, DCH Sallyann Coxon, Decision Tech Jayne Jones, Hafod Mary Kinsley, Reward Gateway

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT Canford School TalkTalk Dorchester Collection easyHotel Pattern Matched Technologies TalKTalk Novus Wolseley Aston Villa Football Club Merseyrail Sofology EE/Metricell Rail Delivery Group AO.com Aegon

ST USE OF INNOVATION IN CUSTOMER ENGAGEMENT 45 Park Lane NHS Blood and Transplant Xercise4Less Phillips & Cohen Associates Lloyds Banking Group Utility Warehouse Wolseley The Economist Aston Villa Football Club Northumbrian Water Thames Water

BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT London Midland Marks & Spencer Wiltshire Council Old Mutual Wealth Northumbrian Water Shared Services Connected Limited Vodafone Group Thomson Reuters BNP Paribas (Suisse) SA & Raleigh International Symantec Corporation

BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY London Midland The University of Shefﬁeld Stirling Council Kia Motors (UK) Ltd UK Power Networks

BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY

BEST USE OF SOCIAL MEDIA The Economist Western Power Distribution – Storm Doris Western Power Distribution – Apprentice Recruitment Xercise4Less Bat out of Hell (the Musical) Gruppo Iren Severn Trent SAS Post Ofﬁce Sixty K (60K)

GVS Royal United Hospital Bath (RUH), NHS Foundation Trust and ThanksBox Plusnet iQor EDF Energy

EngageAwards.co.uk

BEST USE OF VOICE OF THE CUSTOMER Thames Water Royal Cornwall Hospital NHS Trust Belron Unicef UK NHS England – Patient Online team Afﬁnity Water Royal London Wolseley UK & B2B International Travelzoo N Brown plc

BEST USE OF VOICE OF THE EMPLOYEE HMCTS NHS Blood and Transplant Tata Consultancy Services Network Rail Ltd Hafod Engage and Direct Line Group Compass Group Legal and General Skimlinks Crown Simmons Housing Imperial NHS

BEST CUSTOMER & EMPLOYEE ENGAGEMENT IN RETAIL John Lewis Marks & Spencer Nectar (Aimia) with soh Post Ofﬁce AO.com

BEST CUSTOMER & EMPLOYEE ENGAGEMENT IN FINANCE Allianz Global Corporate & Specialty (AGCS) Deutsche Bank Lloyds Banking Group Heineken Germany Thomson Reuters

BEST USE OF TRAINING Jardine Motors Group Highways England Wickes Tata Consultancy Services Nectar (Aimia) with soh Newcastle Strategic Solutions Virgin Media and Oplift LG Electronics iQor ROL Cruise Limited

PLATINUM SPONSORS

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

Engage Hub’s cross-channel customer engagement technology enables organisations to deliver better customer experiences through SMS, MMS, web, email, voice, push notiﬁcations, Facebook Messenger and more. From customer services to marketing, Engage Hub gives businesses centralised control over all channels of communication and data which, ultimately, results in improved operational efﬁciencies. W: www.theengagehub.com

W: www.calabrio.com

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

eGain customer engagement solutions make digital transformation easy for leading brands. Based on a uniﬁed omnichannel platform for AI knowledgepowered customer engagement, our top-rated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance. E: emeainfo@egain.com W: www.egain.com

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be ﬁrst, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Contact: Neil Titcomb T: 07919 173376 T: +44 (0)2038 083 999 E: neil.titcomb@genesys.com W: www.genesys.com/uk

Grass Roots is the incentive company with the widest range of rewards and benefits for your employees and customers. We work with organisations of all sizes, including some of the world’s biggest brands. Our products and solutions (many of them exclusive) enable businesses to connect with new customers, grow their market share, and enhance customer loyalty. We also help companies to become great places to work, with enviable employee benefits and innovative reward and recognition initiatives that change behaviours and generate results. Everything we do is about driving business performance, making things easy and delivering value. Get in touch and find out more: E: inspiration@grg.com W: www.grassrootsgroup.com T: 01442 829450

Ember is a business services group helping organisations to become marketrelevant and business-ready for the future. We provide specialist management consultancy, training and analytics, executive search and commercial and outsourcing contracting services, and address the customer management strategies, technical and operational capabilities that will help you deﬁne your priorities for change. With an unashamedly commercial focus we help to drive down costs, identify hidden risks and support the transition of delivery so that you can transform conﬁdently, innovatively and successfully to secure your future through better customer engagement. Contact: Simon Foot T: +(0)20 7871 9797 T: 07796 148709 E: simon.foot@embergroup.co.uk W: www.emberservices.com

InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer stories to inform better business decisions, and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries. W: www.inmoment.com

CUSTOMER ENGAGEMENT SUMMIT 2017 - 21

PLATINUM SPONSORS

KCOM is an “experience integrator” created for today’s unpredictable world. We help enterprises and public sector organisations to re-imagine and rearchitect their IT and communications infrastructure to deliver easier experiences for their customers. With “best in class” consultancy, architecture, delivery and service management, KCOM works with its customers to deliver on the promise of digital transformation and the public cloud. We help organisations transform their operations and experience to become more customer-centric, agile and efﬁcient. Contact: Ellie Cornick, Marketing Programme Manager. E: Ellie.cornick@kcom.com W: www.kcom.com

We’re a market leading provider of outsourced contact centre services and software solutions for a number of the world’s most successful brands. At Kura, our philosophy is “to help people be the best they can be” and our vision is “to be recognised across all organisations as unrivalled in developing people”. Our software division, Inisoft, specialises in contact centre technology, designed by real people to solve real issues. Syntelate Connect, our uniﬁed agent desktop, provides full Omni-channel capabilities, allowing your customers to engage on their channel of choice. With a wealth of experience, our customers range from SME to Multinationals and include Scottish Power, Scotiabank and Vodafone. Contact: Michelle Jones, Head of Marketing T: 0141 272 1105 E: Michelle.Jones@wearekura.com W: www.inisoft.com – www.wearekura.com

Puzzel builds on 20 years’ heritage. It was one of the ﬁrst pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a ﬂexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Puzzel can be adapted to accommodate from one to several thousand agents using any device, in any location and integrates with multiple applications seamlessly. Headquartered in Oslo, Norway, Puzzel employs over 140 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments. For more information please visit www.puzzel.com | +44 333 300 0066 Oda Mo – Marketing Manager T: +47 91 37 46 29 E: oda.mo@puzzel.com

We believe that employee engagement is as vital to company performance as external customer engagement. Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries. We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick. Contact: Nab Kalsi, Business Development Director E: nab@nkd.co.uk M: +44 (0) 7768 045 609 T: +44 (0) 203 4700 230

Kantar is home to some of the world’s leading research, data and insights brands. Individually, brands such as Kantar Millward Brown, Kantar TNS, Kantar Media, Kantar Worldpanel, Kantar Added Value and Kantar Futures are famous and highly respected experts in their ﬁelds. Collectively, they offer the most complete view of consumers – the way they live, shop, vote, watch and tweet – in over a hundred countries worldwide. For the beneﬁt of our clients, Kantar connects these specialists as well as providing access to the wider WPP group of companies and other partners. W: www.kantar.com

Optimizely is the world’s leading experimentation platform, enabling businesses to deliver continuous experimentation and personalisation across websites, mobile apps and connected devices. Optimizely enables businesses to experiment deeply into their technology stack and broadly across the entire customer experience. The platform’s ease of use and speed of deployment empower organisations to create and run bold experiments that help them make data-driven decisions and grow faster. W: www.optimizely.com

CUSTOMER ENGAGEMENT SUMMIT 2017 - 22

PLATINUM SPONSORS

NICE Satmetrix is the leading global provider of customer experience management software for companies who know that customer experience drives success. Our software delivers powerful, cost-effective customer experience management in a complete, always-on SaaS solution. The world’s most forward-thinking companies choose NICE Satmetrix, the co-creators of the Net Promoter Score®, to help them build and manage customer experience programs that deliver bottom-line results. We are a part of NICE (Nasdaq:NICE), whose cloud and on-premises enterprise software solutions help organizations of all sizes deliver better customer service, ensure compliance, combat fraud, and safeguard citizens.

We believe there is a more innovative way for people to ﬁnd good help. Transversal is the pioneer in cognitive knowledge solutions and we are changing the way businesses connect people with knowledge. Our passion is to transform the way people ﬁnd, consume and share what they know.

Contact: Richard Burns E: Richard.burns@satmetrix.com

T: +44 1223 488700 W: www.transversal.com

Qualtrics is a rapidly growing software-as-a-service company and the leader in experience management. Trusted by more than 1,200 brands across Europe, The Qualtrics Experience Management platform makes it easy for organisations to measure, prioritise and optimise their customer experience. Powered by iQ, Qualtrics’ predictive intelligence engine automatically surfaces deep insights and predicts the key drivers of customer experience, so orgainsations can focus on improvements that will have the biggest impact on their business. Visit www.qualtrics.com to see how it works and open your free trial account.

Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence®solutions with a focus on customer engagement optimisation, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in 180 countries count on intelligence from Verint solutions to make more informed, effective and timely decisions. E: info.emea@verint.com T: 01932 839500 W: www.verint.com

T: +44 203 8083310 E: sales@qualtrics.com W: www.qualtrics.com/uk/

Salesforce enables companies to connect to their customers in a whole new way, leveraging the combined power of cloud, social, mobile, data science, and IoT technologies. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry. T: 0800 0921223 (Freephone) W: www.salesforce.com/uk

Transversal’s products connect people with the knowledge they need to make a difference with their customers, across every channel and through every interaction. Empowering the customer journey with knowledge ensures you are delivering those exceptional experiences and unforgettable customer service that make you stand out from the crowd.

VoiceSage delivers proactive customer service solutions that help companies streamline and add value to their high-volume, outbound contact activities. Blue chip customers for its solutions include Argos (Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct. Our customers rely on VoiceSage solutions to help them transform credit collections, delivery and appointment conﬁrmations, marketing campaigns and other high-volume business processes using SMS and Interactive Voice Messaging. VoiceSage’s cloud-delivered messaging platform sends 2 million-plus interactions a day and is used by businesses that touch more than 75% of the UK population: over 44 million individual phones in the UK have received a VoiceSage communication. T: +44(0) 121 371 0896 E: info@voicesage.com W: www.voicesage.com

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GOLD SPONSORS

Established in 2004, Academie du Service is a consulting and training firm offering services in France, in the UK, and more than 25 other countries. All members of our team are driven by a passion for service-led professions, inspired by a vocation to share their expertise. To educate their clients in the service culture, they put people at the centre of their methods and apply the principle of consideration symmetry© (Symétrie des Attentions): the quality of the relationship between a firm and its customers is equal to the quality of the relationship between the firm and its employees. Contact details: Thierry Spencer, Managing Director & Expert thierry.spencer@academieduservice.com T: +33 1 80 05 18 04 Laurent Garnier, CEO laurent.garnier@kpam.fr T: +33 6 23 07 19 34

Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform. Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include Chubb, Sodexo, and the UK’s National Health Service (NHS), the fifth-largest employer globally. These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in delivering best-in-class services anywhere, anyhow and at any time, and its scope for truly international deployments. Storm supports hundreds of applications, including: • Multi-channel Cloud Contact Centre & Unified Communications (email, video, voice, SMS, IM, web and social media from a single platform) • Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate) • AI and propensity modelling (interpreting data sources to deliver mass personalised messaging and unprecedented customer engagement) W: www.contentguru.com

Blue Sky are experts in behaviour change to deliver improved business outcomes. Typically, you’ll engage with Blue Sky: If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition. If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales. If you’re looking to create a culture where people want to show up, are motivated and can deliver great customer outcomes. We create experiences that engage hearts and minds and that persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation and have rigidly tracked and measured the return on investment for every single client programme, so we can now categorically say, we will deliver an average ROI of around 300% plus. T: 01483 739 400 W: www.blue-sky.co.uk

We help leading brands — including Allianz, Sky and John Lewis — create better customer experiences that save money, enhance service and increase sales. Using a mix of science, creativity and service know-how, we improve how organisations communicate with their customers through all channels and media — from webchat, social media and online answers for FAQs to SMS, letters and the phone. Our results speak for themselves and our award-winning work has reduced costs by cutting repeat contact by 90% as well as moving 47% of calling customers to self-service channels, increased CSat by 37% and boosted sales opportunities by 24%. We work collaboratively with our clients to ﬁnd opportunities for improvement, create strategies to realise these and then make it easy to maintain better communications as well as boost team performance. T: 0330 123 9930 E: hello@soh.co.uk W: www.soh.co.uk

SILVER SPONSORS

Lithium delivers brilliant digital customer experiences at scale. The Lithium Engagement Platform enables brands to connect customers, content and conversations at the right digital moment. With the Lithium Engagement Platform, digital marketers are delivering the right content to the right customer at the right time to increase revenue and brand value. More than 400 global brands leverage Lithium to drive integrated campaigns and personally engage more customers with trusted content.

We are the world’s full-service customer experience (CX) partner. Our mission is to provide businesses the strategic guidance and software engine needed to turn customer feedback into a competitive advantage. W: www.maritzcx.com

To ﬁnd out how Lithium can help you cultivate authentic customer relationships with the power of social and community, visit www.lithium.com or follow us @LithiumTech. Contact: Richard Wright, EMEA Field Marketing Director E: Richard.wright@lithium.com T: 07825 689 187 T: +44 203-695-8750

CUSTOMER ENGAGEMENT SUMMIT 2017 - 24

EXHIBITORS

Accelerator Solutions are Customer Service specialists and we help organisations achieve positive business results through Customer Service leadership. We do this through a range of solutions focused on Training, Development and Research. Our Training and Development team helps you to build attitudes, skills and behaviours that make the service difference. Our new Service Edge suite offers a unique and flexible range of service-focused training solutions, for those in service roles and also for managers or leaders delivering service through a team. Our Research team brings independence and objectivity to the process of finding out what will make a real, positive difference to your customers. We’re friendly, flexible and hands-on; working to make sure that our input has a direct and lasting impact. We help bring pace to change and take pride in delivering on our promises.

Infinity is the leading call intelligence platform. Providing transformational business tools to gain intelligence from every conversation with prospects and customers, and drive more sales, optimise marketing and streamline operations. Available in over 75 countries, Infinity’s technology allows you to measure which marketing channels generate calls giving you complete insight into every touch point of your customer’s journey. Incorporating the most advanced Universal Analytics integration available, Infinity will send phone call data into Google Analytics as well as custom dimensions about the call, such as call length, call rating or your own custom dimensions passed through from your website. If you want to know what a caller is interested in when you answer the phone, the ‘Infinity Caller Insight App’ makes this possible by providing real time information about incoming callers. W: www.infinitycloud.com

T: E:

0845 260 6886 info@acceleratorsolutions.com

Cirrus is an award-winning provider of multi-channel cloud Contact Centre Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Cirrus solutions combines best in class voice, SMS, webchat, email and social media. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. Cirrus’ solutions activate the workforce, empowers businesses and call centres and informs business leaders to drive exceptional business results and customer experiences. Cirrus’ deployments typically range from 5 – 1,000 users and customers beneﬁt from the ability to unify resource across separate geographic locations (including homeworkers), leverage multichannel capability and move to a single view of the customer to name a few beneﬁts.

Jacada Inc. enables organizations to deliver effortless customer self-service and agent assisted interactions by implementing cutting-edge mobile, smart device, and web based solutions, as well as optimized agent desktops, and business process optimization tools. Customers can benefit from an improved customer experience at every touch point with the organization, whether digitally on the website or mobile device, at the contact center, or at the retail store. Most Jacada deployments provide complete return on investment within the first three to seven months after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com

Cirrus has a broad range of experience across both the public and the private sector. Clients include Virgin Trains, NHS, FCA, CAA, LAA, Cafcass, InsureTheBox, Buckingham Palace and Economy Energy. Peter Ashbridge; Business Development Manager: E: Peter.Ashbridge@cirrusresponse.com T: 0330-022-6063 Macro 4, a division of UNICOM Global, delivers software solutions which quickly, easily and cost effectively transform the way companies communicate and engage with their customers.

Nick Nind; Sales Director E: Nick.Nind@cirrusresponse.com T: 0330-022-6365

We can help you to: • Transition smoothly from paper to digital • Create engaging, personalised communications • Deliver seamless, multi-channel customer service • Stop by our stand to say hello, and visit our website to ﬁnd out more.

Eptica is a leading European tech company specializing in intelligent platforms for digital customer experience. Eptica provides conversational and collaborative solutions powered by AI. Founded 16 years ago by Olivier Njamfa, Eptica supports brands to make digital CX the key link in the value chain, ensuring their customer service delivers value to consumers and across their business.

Contact: Naina Gajjar E: market@macro4.com T: 01293 872000 w: www.macro4.com Contact: Lynda Kershaw E: market@macro4.com

Globally, more than 450 organizations across all industries rely on our solutions on all digital channels, including self service & knowledge base, email, chat and social media. We enable millions of individuals to engage in meaningful conversations with brands improving daily lives for everyone. Neil Titcomb, Regional Sales Director Northern Europe T: +44 (0)1182 070659 E: neil.titcomb@eptica.com

CUSTOMER ENGAGEMENT SUMMIT 2017 - 25

EXHIBITORS

Netcall helps you to engage effectively with customers. We create, maintain and support software applications to support this goal. Manage contact from start to ﬁnish with our customer engagement (CX) platform Liberty. Join up your front and back ofﬁce to deliver a seamless customer experience. Access data and content in one place, so agents have a full view of each customer. Transform customer engagement. Work smarter, gain competitive advantage, lower operating costs and achieve targets. Deliver superior customer service any time, any place, anywhere. Join 700 organisations that already have.

We recognise that the way businesses communicate is changing so choosing the right outsourced communications partner is more important than ever. Sending 1000 communications on behalf of our customers every minute, we’re experts in delivering secure, personalised communications across a range of industries. From physical, printed documents to e-delivery, our specialists provide innovative, timely and ﬂexible solutions that drive engagement including personal interactive content via text, video and voice alongside transactional and critical documents. We understand cost pressures and service demands and we’re ISO 27001 certiﬁed.

Contact: Louise Wright T: 0330 333 6100 and say “Louise Wright” E: louise.wright@netcall.com

For any business enquiries, please contact Mark Hetem, our Sales Director E: mark.hetem@opustrust.co.uk T: 07841 604037.

Network Research is a full service insights agency, specialising in improving the customer experience. For over 30 years we’ve been helping our clients build deeper, more proﬁtable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development, customer acquisition and communications through to satisfaction, loyalty and retention. We use our in-house visualisation and technology teams to work with clients to produce creative and compelling ways to communicate insight stories for maximum impact. Contact Richard Gaze T: 20 7680 5100 E: r_gaze@networkresearch.co.uk

Paragon Customer Communications make it easy for you to reach your customers with the right message at the right time – whether you need to send a single local leaﬂet campaign or an industry-leading, omni-channel, global communication platform. We understand that when the need arrives for you to communicate quickly with your clients, what matters most is delivering on time, accurately and to a high quality. Our Rapid Response Communication Service offers an end to end solution, incorporating our email, SMS and award-winning print services to ensure you meet regulatory requirements and can act in the best interests of your customers. Contact:Phil Budd T: 07968 856 109 E: phil.budd@paragonuk.com

Oplift is an award winning employee engagement tool which was designed to improve customer experience. We give your staff the digital tools they need to deliver the best customer service possible and help make every aspect of your business, efﬁcient, seamless and manageable. The Oplift platform is comprised of 5 services: Engage, Review, Coach, Learn and Bespoke. They can be used collectively or standalone to ensure your digital transformation is best suited to your business requirements. Oplift is used throughout 150 Virgin Media stores across the whole of the UK. Contact: Ed Moore e: ed@ocasta.com t: 01273 778289

The Complete Customer Experience Toolkit ServiceTick gives you everything you need to create, deliver and analyse your Voice of the Customer programme. Whether you're measuring NPS, Effort or CSAT our surveys will help you truly understand your customers’ experience and identify where and how you can deepen the relationship. Clients such as Lloyds Bank, esure, Zurich, Financial Ombudsman and Heathrow Airport all use ServiceTick technology to give their brands an edge at the point where it matters most – the interaction between your brand and your customer. Whether your goal is improving agent performance, ﬁxing process bottlenecks, re-engaging with disgruntled customers or building a stronger brand ServiceTick will give you the tools you need. Contact: Kate Burton E: kate.burton@servicetick T: 01603 618326

CUSTOMER ENGAGEMENT SUMMIT 2017 - 26

LOCATION AND TICKETS 13TH NOVEMBER 2017

HOW TO REGISTER BOOKING HOTLINE: 01932 506 300 (PRESS 1) ONLINE: www.CustomerEngagementSummit.com

WESTMINSTER BRIDGE PARK PLAZA 200 WESTMINSTER BRIDGE ROAD LONDON, SE1 7UT DIRECTIONS: Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London. Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station. From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins) • •

END USER TICKETS • • • •

Standard Single: £595 +VAT Bronze - 2 Tickets: £995 + VAT Silver – Up to 5 from same organisation: £1995 +VAT Gold – Up to 10 from same organisation: £2995 +VAT

SERVICE PROVIDER & VENDOR TICKETS •

• • • • • • •

From London Heathrow Airport (approx 90 mins) • • •

Single: £1495 +VAT

DELEGATE PACKAGES INCLUDE: •

• •

Full Conference Pass Access to all 4 Seminar Halls Join Roundtable Sessions Lunch & Refreshments Networking App Presentation Slides Access to Video Library Networking Drinks Party

Travel Westbound on the Piccadilly Line Change at Green Park Station for the southbound Jubilee Line service Depart at Waterloo and exit via the South Bank Walk up York Road to the roundabout

• •

Take the London Underground Take the Piccadilly Line towards Cockfosters Underground Station Change at Green Park Station for the southbound Jubilee Line service Depart at Westminster Walk Across Westminster Bridge, destination in front of you

From London Gatwick Airport (approx 90 mins) • • • • • •

Take the Gatwick Express to London Victoria Railway Station Take the London Underground and travel eastbound via the Circle and District line Get off at Westminster Walk south across Westminster Bridge Cross the roundabout Walk Across Westminster Bridge, destination in front of you

From London Stansted Airport (approx 90 mins) • • • • •

Take the Gatwick Express to Victoria Station Change for the London Underground and take the District and Circle Line to Westminster Walk south across Westminster Bridge Cross the roundabout Park Plaza Westminster Bridge will be directly in front of you

Terms & Conditions: All payments must be received before the conference date. We reserve the right to refuse admission if payment is not received in advance of the event. Substitutions will be permitted at any time provided the delegate fee has been paid in full. Cancellation: All delegate fees are non-refundable, however are transferable to another Engage Business Media event on a like for like basis, all transfers are at the discretion of the event organiser. All invoices are due for settlement within 14 days from the invoice date unless agreed otherwise. Engage Business Media Ltd must be informed of any disputed invoices in writing within 14 days from the date of the relevant invoice. If for any reason the event is postponed or cancelled Engage Business Media Ltd accept no responsibility for airfare, hotel or other travel costs incurred by clients. Data Protection: Engage Business Media Ltd gathers and processes data in accordance with the Data Protection Act 1998. The information contained about you on this form may be used for future updates about our products and services. Occasionally, we may make your details available to carefully selected external companies for marketing purposes. If you wish your details to be removed or not passed on to external organisations, please write to Engage Business Media Ltd at the address on this form.

CUSTOMER ENGAGEMENT SUMMIT 2017 - 27

2017/18 EVENTS INCLUDE 29

CUSTOMER ROBOTICS AND AI DIRECTORS FORUM

NOV 2017

WEDNESDAY 29TH NOVEMBER 2017

CX MARKETING SUMMIT 2018

MAR 2018

12 JUL 2018

20 SEP 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2018

THURSDAY 22ND FEBRUARY 2018

EMPLOYEE ENGAGEMENT SUMMIT

THURSDAY 12TH JULY 2018

EVOLUTION OF WORK CONFERENCE

INTERNAL COMMUNICATIONS CONFERENCE

ENGAGE FOCUS GROUPS 2018

THURSDAY 15TH MARCH 2018

MAY 2018

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

THURSDAY 20TH SEPTEMBER 2018

SEP 2018

OCT 2018

THURSDAY 3RD MAY 2018

THURSDAY 20TH SEPTEMBER 2018

FRIDAY 12TH OCTOBER 2018

BOOK YOUR PLACE 01932 506 300 (press 1)

tickets@ebm.media

EngageCustomer.com