2020 Customer Engagement Transformation Preview Guide by Engage Business Media

CUSTOMER ENGAGEMENT TRANSFORMATION

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

9 JULY 2020

VICTORIA PARK PLAZA I LONDON

Understand how you can help to shape and evolve your business in the growing digital world

CustomerEngagementTransformation.com @EngageConference #EngageConference

ORGANISED BY:

2 Seminar Halls

Round Table Sessions

10 Topic Streams

500+ Delegates

Networking Party

40 Presentations

Welcome Welcome to our 2020 Customer Engagement Transformation Conference Preview Guide, where you’ll find everything that you need to know about one of Europe’s largest conferences, designed specifically to help organisations transform their engagement strategies. This year’s CPD accredited case-study driven conference theme is ‘Transforming Engagement at a Time of Great Change’. Now in its third year, the Customer Engagement Transformation Conference, held on Thursday 9th July at the Victoria Park Plaza Hotel in London, has rapidly established itself as a must attend event as growing number of organisations realise the many business benefits of taking a forward-thinking approach, maximising the increasingly linked worlds of Customer Experience and Employee Experience. In these times of uncertainty and disruption it can sometimes be difficult to see a path to success. However, through learning from the world-class success stories shared by industry-leading brands paving the way forward, those who attend the Customer Engagement Transformation Conference will gain exclusive insights and expert knowledge to help them

CustomerEngagementTransformation.com

implement winning strategies in their own organisations to maximise customer loyalty and trust. This year’s conference will see more than 40 speakers delivering exclusive content on trending topics across two seminar halls. Featuring world-class case studies covering the rise of Customer Service Design, Digitalisation and Personalisation, AI and Robotics, Customer Engagement Strategy, linking the Customer Experience to the Employee Experience, Voice of the Customer, and much more. There will also be a forensic focus on technology-enabled networking opportunities with fellow delegates, industry experts, speakers and sponsors able to interact throughout the day. The aim is for our delegates to leave the conference armed with all the tools, techniques and insight they need to implement effective and successful longterm customer engagement strategies. We hope you enjoy this Preview Guide and it gives you a flavour of what to expect in July. We look forward to welcoming you to what promises to be one of the most exciting days in the 2020 Customer Engagement calendar.

@EngageConference #EngageConference

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

CUSTOMER ENGAGEMENT TRANSFORMATION

Network with over 500 Peers 11:FS • 1pm plc • AA • ABA research ltd • Abbeyfield • ABCAM • ACS • ACS Schools International • Actimo • Adecco Group • adidas • Adient • Affinity Water • Ageas • Agenda Consulting • Aggregate Industries • Air France • Airbus Operations Ltd • AKBank • Alexander Mann Solutions • Amey • Amido • Amigo Loans • Amnesty International • AMRI • Anglo American • Angus Soft Fruits • Antic London • Any3 • Arcadia • Arcadia Group • Arnold Clark Automobiles • Ascend Learning UK • Aspin Group Ltd • Aster Group • AstraZeneca • Aura Graphics Ltd • Autoglass • Avios • Aviva • Avolon Aerospace Leasing Ltd. • AWE • AXA • BAE Systems Inc • Baker mckenzie • Bank of England • Barclays • Baringa Partners • Barts Health NHS Trust • Bath & NE Somerset Council • Bauer Media Group • Bayer • BBA • BBC • Be At One • Beds and Bars • BEEM • Belron International Limited • Benugo • BKUK • BMW Group • Bolsover & NE Derbyshire District Council • Boundless • Bravissimo • Brighton and Hove Albion FC • Bristows LLP • British Airways • British Business Bank • British Gas • British Pipeline Agency • Brokerbility Holdings Limited • Brooklands Museum • Brookson • BSI • BT • Buckswood School • Bulk Powders • Burberry • BuroHappold Engineers Ltd • Butterfly Hospitality (UK) Ltd • BW • CABI • Cambridge Building Society • Camunda Services GmbH • Canadian Affair • Canopius • Capita plc • Capital Home Loans • Caravan and Motorhome Club • Caravan Restaurants • Care Quality Commission • Carnival UK • Carvill Creative • CDC Group • CDK Global • Central Japan Railway Company • Česká spořitelna • CFRS • CH & Co • Challengers • Chatham House • Churchill Group • CIPD • Cirrus Logic • Citi Bank • City & Guilds • City of London Corporation • City Year UK • CitySprint (UK) Ltd • Civica UK Ltd • Clear Review • Clearanswer Call Centres Ltd • Close Brothers • Cloud Direct • CMS • Colorminium London Ltd • Comparison Technologies • Computacenter • Concorde International • Co-op Group • Cornelius • Cotton Traders • Council of the European Union • CPP Group • CQC • Criteo GmbH • Crosslane Group • Crowhurst Park • Crown Worldwide • Culture Amp • Cushman & Wakefield • Customer Lifeguard • CYTI Limited • Davidsons Homes • Dazn • Deevnish Nutrition • Dentsply Sirona • Department for Work and Pensions • Deutsche Bank • Dimensions • Doncaster Council • dormakaba • Dorset Council • DPD Group UK • Dragon Argent • dragonfish UK • DSTL • Duncan & Toplis • DVSA • DWP Digital • Easr Sussex County Council • Eastleigh Borough Council • EBM • Edelman • Edwardian Hotels London • Ellacotts LLP • Emarsys • Emerald • Emperor • Endava • Engage For Success • Engage for Success / Exeter University • Engage Partners • English Institute of Sport • Ensono • Enterprise Rent-A-Car • Envision Pharma Group • ESB • Essentra • Essex Services Group Plc • European Commission • Experian • Explore Learning • EY • Farmdrop Limited • Fathom • FCA • FCB Health • Financial Times • Firstco • Five Acre Wood • Flight Directors • Flowbird • Food Standards Agency • Forest Holidays • Formica limited • FORWARD • Foxtons Plc • Frank Recruitment Group • Frasers Hospitality • Freeman • Fresh Direct UK • G4S • Gen2 Property • GFT Finance • GFT Financial Limited • GFT Financial Ltd • Global Water Intelligence • GlobalWebIndex • Globant • Go-Ahead Group • Grandparents Plus • Graysons Solicitors • Great Western Railway • GRIND • GSK • Haig Housing Trust • Hampshire Hospitals NHS Foundation Trust • Hanover • Harvey Water Softeners • Hayes Davidson • Healthcare Quality Improvement Partnership • Heathrow • Hella Fast Forward • Her Majesty's Court Service • Her Majesty's Courts & Tribunal Service • Herbert Smith Freehills • Herbert Smith Freehills LLP • Hermes UK • Hicom • Highways England • Hitachi Capital Consumer Finance • Hitachi Rail • HM Land Registry • Hoare Lea • Hogan Lovells • Holloywood Bowl • Horwich farrelly • Hotelbeds • Howard Kennedy • HR Manager • HRW • HS4LC • Huntswood • Huntwood • Hydrock Consultants Limited • IBM Watson Media • ICSA • IDC • Imperial London Hotels • Influencers.ltd • Infradata • ING • Innovyze • Interact • Interpet Ltd • invest northern ireland • Investors in People • IPG Mediabrands • ISHA • Islington Council • ITL Ltd • IWM • John Lewis Partnership • Johnson Controls • Just3Things • Karro • Kasey Brown Consulting Ltd • KCLSU • KCOM • Kent Community Health NHS Foundation Trust • KFH • Kiwi.com • Kleinwort Hambros • KP Snacks • lastminute.com • Law Business Research • LCIA • Leeds University • Legal & General • LEGOLAND Windsor • Lendlease • Lifeplus Europe • Linklaters • Lloyds Banking Group • London • London Borough of Lambeth • London Legacy • Lonely Planet • Loxam Powered Access • LQ Group • Lumapps • MAG • Malakoff Mederic Humanis • Marketing • Marriott International • Marsh • Mastek Ltd • Mayhew • MBNL • McCann • McColl's Retail Group • Mears Group • Mears Group PLC • Merkle • Metaswitch • Metropolitan Police • Microsoft • Millfield School • Mind in the City, Hackney and Waltham Forest • Ministry of Defence • miss • Mitie • Monsoon Accessorize • Morgan Hunt • Morgan Sindall • Moto Hosptality Ltd • Motor Fuel Group • Mount Anvil • Mr • Ms • Naked Wines • Nando's • Nationalgrid • Nationwide Platforms • Nestle Purina Petcare UK&I • Net World Sports • Network rail • NewDay • Nisbets • Nomad Foods • Northern Gas Networks • Norton Rose Fulbright • NSPCC • NTT Europe • ntte • Nuveen • NWTC • O2 • O2 Telefonica • Office Depot • Ofwat • OIC • OKA • Old Mill Accountancy & Financial Planning • Oliver Agency • One Housing • Ophir Energy plc • Oracle Netsuite • Orange • Orega Management Ltd • ORM • OVO Energy • Pai Skincare • Parkdean Resorts • Patty&Bun • PCML • Peabody • Peakon • Pepsi Lipton • Pfizer • PHASTAR • Photobox Group • Pinewood Group Limited • Pinewood Studios • Plymouth University • Polder • Police Scotland • poly • Poppulo • Prime Oak Ltd • Principality Building Society • Prostate Cancer UK • Proud Robinson • Publicis Worldwide UK • Purcell • PwC • Qlearsite • Questback • Rail Delivery Group • RBG Kew • ReAssure • Red Kite Community Housing • Refinitiv • Resonate Group Limited • Rexel UK • Reynolds • Reynolds Catering Supplies • Richmond & Towers • Rio Tinto • Riverford Organic Farmers • Riverside • RM • Roadchef • Rogers Stirk Harbour + Partners • Round Hill Capital • Royal College of Nursing • Royal College of Physicians • Royal Opera House • Rubix Group • RUSH HAIR • Rush Hair & Beauty • SA Law • Sainsbury's • Samaritans • Sanne • Santander • Sarah Harrison • Scott Bader • Sculpture Consulting Ltd • SDL • Seasalt Cornwall • Seasalt Ltd • Securitas • Sedgwick International UK • Sequel Group • SGS • Shaw Trust • Sheffield Hallam University • Shop Direct • SiSU Wellness • Skibo Ltd. • Smarp • SMITH & OUZMAN • Socomec U.K. limited • Sodexo • Sofology • Softonic International SA • Somerset Passenger Solutions • Sony • Sophos • Sorted Group • Southbank Centre • Southern Water • Sovereign Housing Association • Spektrix • Sponge • Spotify • Springboard Charity • Square One Resources • SSAFA • St Andrew's Healthcare • St Luke's Hospice • Staples Solutions UK • Stepstone • Stickyeyes • Sue Ryder • Summit • Suntory Beverage & Food Europe • Suntory Beverage and Food Europe • Sunvil • Supplier Assessment Services • Surrey County Council • T W White & Sons • Tank Museum • Tata Consultancy Services • Taybridge Associates • Taylor Vinters LLP • TCEG • Tech Mahindra • Technology Adoption and Change Manager • Teenage Cancer Trust • Telefonica UK • Temping through Agency • Ten health & fitness • Terry Jones Solicitors • Tesco • TfL • The AA • The Adecco Group • The Big Issue Foundation • The Body Shop • The British School in the Netherlands • The Council of the European Union • The Difference • The Esteė Lauder Companies • The National Film & Television School • The Ned • The Peabody Trust • The R S A • The Royal Ballet School • The Royal Household • The Royal Mint • The Runnymede Hotel • ThirdSpace • Thirteen • Time Out • TJX Europe • Tonik Energy Ltd • Torbay & South Devon NHS Foundation Trust • Tossed • Transform IT • Transport for London • Travelers • Travelodge • Travelport • Trinity Laban • Trinity Laban Conservatoire of Music and Dance • Tursa Employment & Training • Turtle Bay • Ubisoft • UBS • UCL • Ultra Electronics CIS • Unibail-Rodamco-Westfield • Unicef UK • unipart • Universal Music Group • University of Lincoln • University of Manchester • University of Portsmouth • Unlimited group • USS • UWL • Uxbridge College • Vanquis Bank PLC • Veolia • Vertas Group Limited • Viapath • Vicki Boyton • Vision Express • Visual Image • Vivienne Westwood • Vodafone • Volume • Vonage • VPS Group • Wahaca • Waitrose • Walgreens Boots Alliance • Walker Books • Walsh • Warwick District Council • Warwickshire County Council • Wave Utilities • Well • Wellcome • wentworth wooden jigsaws ltd • Wesleyan • West Ham United Football Club Ltd • WeWent.com • WEX Europe Services • Wex Photo Video • Whiteley Homes Trust • William Hill • Williams • Williams Lea Tag • Wilson James • Wiltshire Council • Wipro LtdwIIPRO.LTD • Wolverine Europe • WWF-UK • Wychavon District Council • xoServe • Yorkshire Water • Yougov • YUMM'EAT • Zara • Zellis • Zenith Technologies • Zmotywowani • Zmotywowani.pl sp. zo.o. • Zoho Cliq • Zoological Society of London • ZSL • Zuto

A Feast of Case Study Content Transformation â&#x20AC;&#x201C; Our People and Our Customers

Personalisation of the Customer Experience

This stream will delve into the changing perception of what makes a

This stream will be exploring how by listening to and implementing

great customer experience, and what you need to do in order to thrive in

what your customers want, as well as personalising each touchpoint

the future.

with your organisation, you can form a winning strategy that will ultimately allow you to gain competitive advantage.

The Rise of Customer Service Design Robotics, AI and Customer Engagement Service Design is critical to customer experience, yet many of us give little thought to actively designing experiences in the first place. This

This stream will be drilling down into exciting new areas and examining

stream will show you how to implement a new toolset that will

how you can implement new technologies to ultimately transform

ultimately drive profits, cost savings, and competitive differentiation.

customer engagement.

Transformation in Financial Services and Retail

Technology and Customer Engagement

Learn how to transform engagement and enhance customer experience

With the rapid expansion of the variety of channels customers choose to

in the financial services sector and retail businesses.

use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure youâ&#x20AC;&#x2122;re providing a personal, contextual experience for each customer.

What Our Customer Engagement Transformation Delegates Think How would you rate the organisation of the day?

Which speakers were your favourite?

% Average

Would you attend the Conference again next year?

How did the event compare to what you expected?

25% Good

66%

Colin Shaw

Katrina King

97% Yes

Excellent

9% Average

Sarah Marshall

Martin Henderson

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

Please describe your event experience in one sentence: "A well organised, professional and interesting event."

32%

Moira Clark

Dekyi Boorsma

Extremely Useful

"The event was really informative - it is great to have the options of what to attend and a great format of short presentations with networking opportunities as well." "I thoroughly enjoyed the day. Hearing from many large companies was very interesting and informative."

73%

24%

Better than I expected

About what I expected

Why did you decide to attend the Conference?

"I attended the conference because it provided the perfect opportunity to benchmark how we are doing in CX against other companies and learn from the best."

"An enlightening day of strategic customer engagement case studies."

53%

Harry Mann

Emma Postill

"An excellent event to share knowledge, gain industry insight and make new connections."

Very Useful "Inspiring and motivating and I'm definitely pinching some of the great staff engagement examples I heard in the presentations!"

12% Moderately Useful

John Grummitt

Julie Roberts

"I gained some really interesting insights and thought provoking ideas which I've been able to bring back to my business."

"Stakeholder engagement and transformation is a key focus of mine and the Conference presented an ideal opportunity to hear and learn from peers on how to approach this fundamental undertaking. Case studies and networking always inspire me with new ideas and energy to keep promoting the CX mandate."

Recently Confirmed 2020 Speakers

Adam Ford

Aime Oxley

Alice Tomkinson

Andrew Archibald

Andrew Richards

Deputy Director of Customer Services Land Registry

Supporter Contact Team Leader Zoological Society of London

Head of Customer Experience Instantprint

Customer Proposition & Product Director Co-op Health

Head of Retail and Business Experience Metro Bank

Berke Sunar

Shamas Aziz

James Askey

James Leech

Joe Rice

Lead CX Programme Manager Turkcell

Head of Customer Service Selfridges

Marketing Communications Campaign Team Manager Royal Mint

Head of Product Sainsbury's

Data and Enterprise Solutions Lead Twitter

Recently Confirmed 2020 Speakers

Kate Topham

Katie Legg

Kevin Young

Lilia Dikova

Nicky Barnett

Head of Friends & Visitor Experience Royal Academy of Arts

Director, Strategy and Partnerships Mental Health UK

Head of Social Media The Economist

Head of Digital Bionic

Director of CRM and Merchandising Time Out

Peter Staffell

Sanchai Srivastava

Katy Taylor

Bethany Sluman

Head of Retail Simplification Santander UK

General Manager - Human Resources Tata

Group Commercial and Customer Director Go Ahead

Competitor & Market Analyst S&P Global

Gallery

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

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

schedule.

A big reason for going to conferences is to meet

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

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

with like-minded people and industry peers.

CUSTOMER ENGAGEMENT TRANSFORMATION

Conferences bring together people from all

Connecting with Content

different geographical areas who share a

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

common discipline or field, they are a great way

participate in session discussions with real-time engagement

to meet new people in your field. Our exciting

features. Directly connect your social media profiles to the

NEW industry leading networking event app

event app for easy posting, sharing, and connecting with

other attendees, displaying social updates in real-time.

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

Gamification

digital interactive agenda, live polling enabling

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

more involvement during presentations,

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

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

Convince your Boss

Discover what to expect in 2020

Dear [XXX], I would like to attend the Customer Engagement Transformation Conference taking place on 9th July in London, UK. I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here]. It’s great value for the level of intensive education. In 1 day, I’ll have access to: • Case studies from world-class brands [List Notable] • Speakers include: [add here] • 10 topic streams covering the latest trends. • Interactive focus group sessions • Networking opportunities with 500 peers working in similar roles to myself • Access to the event networking app, where I can arrange meetings and chat with other delegates prior to the day • Live demos from industry leading vendors The full conference price* is £595+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned functions • Breakfast and luncheons Here is a complete breakdown of the conference costs: Airfare: £ [xxx] Transportation: £ [xxx] Hotel: £ [xxx] Meals: £ [xx] (breakfast, lunch and all refreshments are included in conference fee) Conference Fee: £ (insert based on option selected above) TOTAL: £ [xxxx] There are a number of strategic and tactical “how-to” case study presentations on the day that I feel will allow us to transform engagement and save cost in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here] I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C]. I’ll also be able to build new business relationships and share best practices with other attendees working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C]. Other staff members in our organisation will also be able to benefit as I will meet with the team when I return to relay recommendations and action items, and circulate a detailed an actionable report. Please accept this proposal to attend as I’m confident in the significant return we will receive for the small investment. Thank you for your consideration

Click here to read the Customer Engagement Transformation 2019 Report

CUSTOMER ENGAGEMENT TRANSFORMATION 9 JULY 2020

VICTORIA PARK PLAZA I LONDON

Understand how you can help to shape and evolve your business in the growing digital world The Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers. It can seem impossible to keep up with customer trends and implement a winning strategy, but those who attend the Customer Engagement Transformation Conference leave feeling equipped with exclusive insights from organisations that have already transformed and are reaping the rewards of customer loyalty as a result. This year’s conference will see over 40 speakers delivering exclusive content surrounding trending topics across two seminar halls. With world-class case studies and networking opportunities with industry experts, delegates will leave armed with all the tools, techniques and insight they need to implement effective and successful long-term customer engagement strategies.

"Attending your events really does allow me to take back real-life, implementable strategies to apply to my own organisation - we've seen a huge increase in employee engagement as a result, so thank you!" Head of Employee Engagement, Bupa

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CustomerEngagementTransformation.com @EngageConference #EngageConference

ORGANISED BY:

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Booking hotline: 01932 506 300 (Press 1) Online: www.CustomerEngagementTransformation.com

9 July 2020 Victoria Park Plaza 239 Vauxhall Bridge Road London SW1V 1EQ

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

End User Tickets

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Join Roundtable Sessions

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Networking App

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Networking Drinks Party

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Service Provider & Vendor Tickets •

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

Single: £1495 +VAT • Take the London Underground

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

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

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• Walk south on Wilton Road for 100 metres

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• Park Plaza Victoria London will be on your left

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• Estimated travel time 15 mins

Sponsors in Focus

NICE inContact is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines bestin-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact is recognised as a market leader by the leading industry analyst firms. About NICE inContact CXone CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimisation, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability, and carrier-grade connectivity. www.niceincontact.com

Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloudbased contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. www.odigo.com

Quadient helps companies deliver meaningful interactions with current and future customers. Quadient portfolio of technology enables organizations to create better experiences for their customers through timely, optimised, contextual, highly individualised, and accurate communications for all channels. Our solutions bring together and activate the entire organisation in the name of customer experience, through better collaboration and visibility into the customer journey. Quadient supports thousands of clients and partners worldwide in the financial services, insurance and service provider industries in their quest to achieve customer experience excellence via mobile, digital, social media and print technologies www.quadient.com

Service that never sleeps. Show your customers you really care. Our chatbot automates your repetitive requests so your team can do their best work. Take control of your service experience. www.solvemate.com

Viegli is a business filled with expertise. We are experts in the three areas that encompass our portfolio; Contact Centres, Networking, and Hosted Telephony. We make you three simple promises: Absolutely no hidden or "made up" charges. No self-renewing contracts. Instant access to subject experts. www.viegli.com

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£995+VAT

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

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Industry: Financial Services

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I wish to attend: Summits:

Conferences:

CX Marketing Summit – 2nd October 2020

Customer Engagement Transformation Conference –9th July 2020

Employee Engagement Summit – 9th November 2020 Customer Engagement Summit – 7th December 2020

Employee Wellbeing Conference –11th March 2021

Future of the Contact Centre Conference – 12th February 2021

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Digital Workplace Conference –11th March 2021

Internal Communications Conference – 18th September 2020

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Focus Groups: Engage Focus Groups – 25th September 2020

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25-49

Specify suppliers

50-99

I have no purchasing responsibility

Which best describes your regional responsibility?

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

100-249 250-499 500-999

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

Americas

1000-4999

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

Europe

EMEA

5000+

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

Middle East

Global

Asia

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

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

EBM Group Events Customer Engagement Transformation Conference Thursday 9 July 2020

Internal Communication Conference Friday 18 September 2020

Focus Groups Friday 25 September 2020 Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences across a wide range of topics in a structured professional environment.

With the digital revolution in full swing, itâ&#x20AC;&#x2122;s imperative that organisations start to consider their customersâ&#x20AC;&#x2122; needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes.

Internal Communication focuses on promoting operative communications among employees within an organisation. It encompasses producing and distributing messages and campaigns on behalf of management, as well as easing any dialogue with those employees who make up the organisation.

CX Marketing Summit 2020

Employee Engagement Summit 2020

Engage Awards 2020

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

Monday 9 November 2020

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

Customer Engagement Summit 2020

Digital Workplace Conference

Monday 7 December 2020

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

Friday 2 October 2020

Thursday 11 March 2021

Our flagship Customer Engagement Summit is back. Delegates will hear from 45+ speakers, and weâ&#x20AC;&#x2122;ll be covering the latest, hottest topics in the industry.

01932 506 300 (press 1)

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2020, being held on 9th November in Central London.

tickets@ebm.media

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

EngageCustomer.com

Monday 9 November 2020

Employee Wellbeing Conference Thursday 11 March 2021 The challenges and opportunities relating to the mental, financial and physical health related wellbeing of our people are now firmly at the top of the business agenda, alongside increasing awareness and understanding of the myriad of issues involved.