2016 Customer Engagement Summit - Preview by Engage Business Media

CUSTOMER ENGAGEMENT SUMMIT 2016

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

T U E S D AY, 8 N O V E M B E R 2 0 1 6 WESTMINSTER PARK PLAZA, LONDON

TECHNOLOGY THE GREAT ENABLER

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WELCOME A 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. Our flagship Summit, to be held on Tuesday November 8, is now in its fifth year and has gained a reputation for delivering leading-edge world class case-study led content in a business-like yet informal atmosphere which is conducive to delegate, speaker and sponsor networking.

Also new for this year is an algorithm based 1-2-1 Meetings Networking App. This technology gives you the visibility of everyone who has registered and the opportunity to reach out and connect with your peers, extend your network and pre-organise meetings in our brand new Networking Lounge.

And this year for the ﬁrst time the Summit has gained CPD accredititation in recognition of its educational value. It’s a place both to learn and to do business.

These additions and improvements are all designed to enhance the customer experience enjoyed by delegates, speakers and sponsors attending the Summit.

The overarching theme of this year’s Summit is ‘Technology the Great Enabler’ as we continue to recognise the critical role that new technologies and innovations are playing in the ﬁelds of customer and employee engagement.

Yet another ﬁrst is that this year’s Summit is being held on the same day and at the same venue as our inaugural Engage Awards – the only customer and employee engagement Awards programme.

Of course we have several new elements to further improve this year’s Summit – not least our move to a new bigger venue, the iconic London Westminster Bridge Park Plaza Hotel following on from four hugely successful Summits at the London Victoria Park Plaza.

I hope you enjoy this Summit preview and it gives you a ﬂavour of what to expect on November 8. Look forward to seeing you there for what promises to be the most exciting day in the customer and employee engagement calendar.

Our ﬁrst Customer Engagement Summit in 2012 was attended by around 300 delegates - for this year’s Summit we are expecting up to 1000.

Steve Hurst, Editorial Director, Engage Business Media

CONTENTS

THE TEAM

Editor’s Word

Welcome from the Chair

6-7

2016 Speakers

9-11

View from the Summit chair

Steve Hurst Nick Rust Claire O’Brien James Cottee Katie Donaldson Claire Poole Dan Keen James Hitchinson Alex Webb Dan Skinner Sabrina Clarke

13-15 Speakers in Focus 17-19 Feature 21-26 Sponsor Directory

CustomerEngagementSummit.com

Editorial Director Sales Director Sponsorship Sales Sponsorship Sales Marketing Executive Conference Producer Delegate Sales Delegate Sales Delegate Sales Delegate Sales Finance Department

@EngageCustomer #EngageSummits engagecustomer.com

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

steve.hurst@ebm.media nick.rust@ebm.media claire.obrien@ebm.media james.cottee@ebm.media katie.donaldson@ebm.media Claire.poole@ebm.media dan.keen@ebm.media james.hitchinson@ebm.media alex.webb@ebm.media dan.skinner@ebm.media ﬁnance@ebm.media

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EUROPE • CAPGEMINI • CAPITA • CAPITA CUSTOMER MANAGEMENT • CAPITA EMPLOYEE BENEFITS • CARILLION • CARNABY CONTENT • CARNIVAL UK • CARPETRIGHT • CARPETRIGHT PLC • CASHFLOW PROTECTOR LTD • CATALYST HOUSING GROUP • CATERPILLAR INC. • CATHERINE KENNEDY • CAXTON FX • CAXTON FX LIMITED • CBRE • CCA RECRUITMENT GROUP • CENTRAL LONDON COMMUNITY HEALTH NHS TRUST • CENTRAL SURREY HEALTH • CENTRICA • CERTAS ENERGY • CGA • CGI • CHARITIES AID FOUNDATION • CHARITIES TRUST • CHARLES TAYLOR INSURANCE SERVICES LIMITED • CHARLES TYRWHITT • CHAUCER DIRECT • CHECKATRADE • CHERRY LONDON • CHESTER&ALDGATE • CHIQUITA UK • CHRISTIE DIGITAL • CHRISTINA ADESINA • CHROUCH CONSULTING • CIENA • CIM • CINSIGHT • CIPFA • CIPS • CIRCLE HOUSING • CISCO • CITI GROUP • CITY & GUILDS • CITY PARK TECHNOLOGIES • CITY REFRIGERATION HOLDINGS • CLARKS INTERNATIONAL • CLEAR PATH CONSULTING • CLEARCAST • CLERKSWELL • CLICKTOOLS LTD • CLUSTRE • CO-OP • COALFACE • COFUNDS • COGNITA • COGNITION CONSULTING • COGNOSIS • COLEMAN 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DBSCHENKER • DCH LTD • DEBENHAMS • DELL • DELOITTE LLP • DELUXE LABORATORIES • DEVONSHIRE SQUARE • DEVONSHIRE SQUARE MANAGEMENT • DFS • DHL GLOBAL MAIL • DHP CONSULTING • DIGITAB • DIMELO • DIMENSION DATA • DIRECT LINE • DIRECT LINE GROUP • DIRECTOR • DLG • DMA • DMGT • DNV GL • DO ROSARIO DANCE STUDIO • DOCUMENT CAPTURE CO LTD • DOMESTIC AND GENERAL • DOMINO PRINTING SCIENCES • DOMINO'S PIZZA GROUP • DPG PLC • DS SMITH • DSV • DTZ • DUNELM • DUNKIN' DONUTS • DUNNHUMBY • DURHAM UNIVERSITY • DX (GROUP) PLC • E.ON UK PLC • E2V • EAST SUSSEX COUNTY COUNCIL • EAST THAMES GROUP • EASYROOMMATE • EBAY ENTERPRISE • EBUYER.COM • ECHO MANAGED SERVICES • ECHO MS • ECLERX • ECLIPSE MARKETING • EDF ENERGY • EDIGITAL • EDIGITALRESEARCH • EE • EISHTEC • ELECTROCOMPONENTS PLC • ELEXON • ELLIPSE • EMBER SERVICES • EMC EUROPE • EMIRATES • EMQC LIMITED • EMW LAW LLP • ENERGY SAVING TRUST • ENGAGE MUTUAL • ENGAGE MUTUAL ASSURANCE • ENHANCING LTD • ENVISAGE HIGH PERFORMANCE CONSULTING • ENVISAGE HPC LIMITED • EON • E-ON ENERGY • EPTICA • EPTICA LTD • EQUATOR WORLDWIDE LTD • EQUINITI • ERNST & YOUNG • ESCHMANN • ESRI • ESSEX COUNTY COUNCIL • ESSURE GROUP PLC • ETISALAT • ETJS LIMITED • EUROMONEY INSTITUTIONAL INVESTOR • EUROSTAR • EUROTUNNEL • EVERYTHING EVERYWHERE • EXECUTIVE DEVELOPMENT FORUM • EXETER FAMILY • EXPERIAN • EXPERIAN CHEETAHMAIL • EXPERIENCE BY DESIGN • EXPERIENCE ENGINEERS • EXPERIENCELAB • EXPERT EYE • EXPLORE LEARNING • EXPOSAE • FACEBANX • FAMOUS4 COMMUNICATIONS • FEDEX • FEEDBACK FERRET LTD • FEEDBACKIFY • FIDELITY INTERNATIONAL • FINANCIAL CONDUCT AUTHORITY • FINANCIAL TIMES • FIRM CONSULTING • FIRST ARK • FIRST ARK GROUP • FIRST DIRECT • FIRST GREAT WESTERN RAILWAY • FIRST HAMPSHIRE • FIRST RATE • FIRST RATE EXCHANGE • FIRSTSOURCE • FITS.ME • FLASH AVENUE STUDIO • FLEISHMANHILLARD • FLUXX • FLUXX UK

S U O I V E R P T I M SUM ES T A G E DEL

K O BO KETS TIC

PROGRAMME • NELSON HALL • NEOPOST LTD • NET-A-PORTER LTD • NETAPP • NETSZIE • NETWORK RAIL • NETWORK RESEARCH • NEW LOOK • NEWSUK • NEWVOICEMEDIA • NEXTTEN • NFA • NFU MUTUAL • NHBC • NHS • NHS BLOOD & TRANSPLANT • NHS BLOOD AND TRANSPLANT • NHS NSS • NICE SYSTEMS • NICOLL CURTIN TECHNOLOGY • NIT TECHNOLOGIES LONDON • NKD LEARNING • NMC • NOBLESYS • NOKIA • NOP • NORGREN • NORTHAMPTONSHIRE COUNTY COUNCIL • NORTHCLIFFE • NORTHUMBRIAN WATER LIMITED • NORTON ROSE FULBRIGHT • NOTTINGHAMSHIRE POLICE • NOVOGRAF • NOVULYS • NPOWER • NS&I • NSA • NSPCC • NUANCE COMMUNICATIONS • NUMERO • NUNWOOD CONSULTING LIMITED • NWG • O2 • O2 TELEFONICA • OBJECTIVE PEOPLE • OCR • OCSL (ORGANISED COMPUTER SYSTEMS LTD) • OKI EUROPE LTD • OLD MUTUAL WEALTH • OLDHAM COMMUNITY LEISURE • ONE HOUSE GROUP • ONE STOP • ONVA • OPEN MARKET • OPINSTA • OPM • OPSTALENT • OPTIMA PARNERS LIMITED • ORACLE UK LTD • ORANGE • ORANGE DIGITAL • ORBIT HOUSING • ORC INTERNATIONAL • ORCONSULTING LTD • OTIS • OVUM • P&G • PANASONIC • PARAGON • PARCELFORCE • PARKER CAR SERVICE • PARLIAMENTARY ICT • PARTNERS IN RETAIL • PARTNERSHIPS • PARTYRAMA.CO.UK • PATIENT EXPERIENCE NETWORK • PC-1 • PCSS • PEARSON • PEER 1 HOSTING • PEGASUS AIRLINES • PENNY BOUSFIELD & ASSOCIATES LTD • PENTAX RICOH IMAGING • PENTON • PEOPLE ESSENTIALS • PERSONAL GROUP • PERSPECTIVE FINANCIAL GROUP LIMITED • PFIZER • PHILIPS ELECTRONICS (UK) LTD • PHILIPS HEALTHCARE • PHILLIP G WITHERS • PINNACLEPLUS CONSULTING • PIONEER CAPITAL • PITNEY BOWES SOFTWARE • PKF INTERNATIONAL • PLEASE PRESS 1.COM • PLEASE PRESS ONE • PMX • POD • POD RESEARCH LIMITED • POST OFFICE • POST OFFICE LTD • PPG ARCHETECTURAL COATINGS • PPG INDUSTRIES • PREMIER CX • PREMIER FOODS • PRIMARY CAPITAL PARTNERS • PRINCIPALITY BUILDING SOCIETY • PRIORITY PASS • PRIORITY TRAVEL GROUP • PROCTER • PROCTER AND GAMBLE • PRODUCTCHAIN LIMITED • PROFUSION • PROFUSION MEDIA LTD • PROGRESO APS • PROTOCALL ONE • PROVENIR • PROXIMUS • PRUDENTAL • PSA PEUGEOT CITROEN • PSB MARKET SOLUTIONS LIMITED • PSS HELP • PWC • QUEEN MARY • QUESTBACK • QUETZEL - THE PLAN2WIN COMPANY • QVC • RACKSPACE • RACKSPACE HOSTING • RAKHA LTD. • RANT & RAVE • RAPIDE COMMUNICATION • RAWAA SHAMI • RBS GROUP • RBS PRIVATE BANKING • RCUK SSC LTD • REAL RESULTS CONSULTANCY • RECONSULTING • RED LETTER DAYS LTD • RED LORRY YELLOW LORRY • REDCLIFFE CAPITAL • REDD MARKETING • REDEYE INTERNATIONAL • REDMINT COMMUNICATIONS • REDROW HOMES LTD • REED ONLINE • REED.CO.UK • REEVOO • REGGIE LONDON • RELIANCE MUTUAL • RELIANCE MUTUAL INSURANCE SOCIETY LIMITED • RENTOKIL-INITIAL • REPUTATION.COM • REPUTATIONINC • RESPONDEZ • RESPONSETEK • RETAIL TRUST • RHP • RIBA BOOKSHOPS • RIBA ENTERPRISES • RICARDO-AEA • RICH INSIGHT • RICOH EUROPE • RICS • RIMES TECHNOLOGIES CORPORATION • RJO • RM EDUCATION • RNIB • ROBYNE HART • ROOST CONSULTING • ROUND • ROYAL BOROUGH OF KINGSTON • ROYAL HOSPITAL FOR NEURO-DISABILITY • ROYAL LONDON • ROYAL LONDON GROUP • ROYAL YACHT BRITANIA • RS COMPONENTS LTD • RSA • RSA INSURANCE GROUP • RSPB • RUGBUZ • RUSHMOOR BOROUGH COUNCIL • RUSSET HOMES • RWE ASSOCIATES LTD • SABIO • SAFFRON BUILDING SOCIETY • SAGE • SAGE UK LTD • SAINSBURY'S • SAINSBURYS BANK • SALESFORCE • MARRIOTT • SANTANDER • SANTORO LTD • SARAH CAMERON CONSULTING • SASKI CONSULTING LTD • SATMETRIX • SAVETHE CHILDREN • SAVILLS • SCREWFIX • SE WATER • SECOND SIGHT • SECRET ESCAPES • SEEKING EMPLOYMENT • SEEKING NEW OPPORTUNITTY • SEHA • SELF • SELF-EMPLOYED • SELFSERVICE COMPANY • SELLTOW • SERCO • SERCO GLOBAL SERVICES • SEREN • SERVICE INITIATIVES LTD • SERVION • SEVERN TRENT SERVICES • SG WORLD LTD • SHARE.CO.UK • SHONET SYSTEMS • SHOP DIRECT • SHORETEL • SHUTL • SIGNET • SILVERMAN RESEARCH • SIMPLESHOW UK LTD • SIMPLYHEALTH • SKOPOS • SKY • SKYPE • SKYPE/MICROSOFT • SNAPSPONSORSHIPS • SOCAPIE • SOCIAL MEDIA HELLRAISER • SOCIAL MEDIA LEADERSHIP FORUM • SOCIAL RETAIL GROUP • SOCIALYSE • SODEXO • SOH • SOMETHING SWEETER • SOMO • SOMO SOLUTIONS • SONY • SONY PROFESSIONAL SOLUTIONS EUROPE • SOUTH AFRICA DTI • SOUTH EAST WATER • SOUTH WALES POLICE • SOUTH WEST WATER • SOUTH YORKSHIRE POLICE • SOUTHWARK COUNCIL • SOVEREIGN HOUSING • SPA FUTURE THINKING • SPARK INTERACTIVE • SPEECH ENGINEERING LIMITED • SPONGE • SPONGE & WIFORIA LTD • SPORTING INDEX • SPRINKLR • SSC RCUK LTD • SSE • SSP • ST ALBANS CITY & DISTRICT COUNCIL • ST HELENS COUNCIL • STAFFTALK365 • STANDARD LIFE • STANLEY BLACK & DECKER • STANLEY BLACK AND DECKER • STELLAR EUROPE • STERIA • STEVE DRAKE • STORE SUPERVISOR • STRIDE LIMITED • STRONG ENTERPRISES LIMITED • STUDY GROUP • SUE HILL • SUFFOLK COUNTY COUNCIL • SUGARCRM UK LTD • SUMTOTAL • SUNERG SOLAR SRL • SUPERDRUG • SURE • SURREY & SUSSEX COUNTY COUNCIL • SURREY POLICE • SUSSEX COMMUNITY TRUST • SUTHERLAND GLOBAL SERVICES • SUTHERLAND STRATEGY LIMITED • SWANN CONNECT • SWARMWORKS • SWAYAM INFOLOGIC • SWINTON • SXSELONDON • SYDEX RECRUITMENT • SYDEX RECRUITMENT SOLUTIONS LIMITED • SYNTONICA LTD • SYRINIX • SYRINIX LIMITED • SYTNER GROUP LTD • TAKE ONE TV • TALK TALK • TALKTALK • TATA CONSULTANCY SERVICESW • TATE GALLERY • TAWA PLC • TAYBRIDGE ASSOCIATES • TAYLOR & FRANCIS • TAYLOR WIMPEY • TEAM HGS • TECH MAHINDRA • TELEFONICA EUROPE • TELEFONICA GERMANY • TELEFONICA UK • TELEGRAPH • TELEPERFORMANCE • TELETEXT HOLIDAYS • TELEWARE • TELLIGENT • TESCO • TESCO BANK • TFL • THE 02 • THE ACADEMY OF SERVICE EXCELLENCE • THE BIG WHEEL CONSULTANCY • THE BIO AGENCY • THE BODY SHOP • THE BUSINESS CAFE • THE CHOIR WITH NO NAME • THE CONTACT CENTRE • THE CONTACT COMPANY • THE CO-OPERATIVE GROUP • THE CUSTOMER • THE CUSTOMER LIFEGUARD • THE CUSTOMER SERVICE NETWORK • THE DANWOOD GROUP • THE DORCHESTER • THE EXCHANGE GROUP • THE FORUM • THE GYM GROUP • THE IDM • THE LONDON TAXI COMPANY • THE NATIONAL GALLERY COMPANY LTD • THE NET-A-PORTER GROUP • THE NHS STRATEGIC PROJECTS TEAM • THE ROYAL COLLEGE OF SURGEONS OF ENGLAND • THE SHARE CENTRE • THE SOCIAL MEDIA LEADERSHIP FORUM • THE STAIRWAY • THE TIMES AND THE SUNDAY TIMES • THE UK CONTACT CENTRE FORUM LTD • THE VALUE INNOVATOR • THE WESTBRIDGE • THECUSTOMERCO • THOMSON AIRWAYS • THOMSON REUTERS • THORNTON'S BUDGENS • THREE UK • THRESHER & GLENNY • THUNDERHEAD • TNS GLOBAL • TOBIAS & TOBIAS • TOTALJOBS GROUP • TOUCHPOINT CREATIVE • TOWERGATE FINANCIAL GROUP • TOWERS WATSON • TRANSLATEMEDIA • TRANSPORT FOR LONDON • TRAVEL • TRAVEL ZOO • TRAVELODGE • TRAVIS PERKINS • TRAVIS PERKINS PLC • TRB • TRICCA CONSULTING • TRIPUDIO • TRI-SYNERGY MARKETING • TRUSTED SHOPS • TRUSTMARQUE • TRUSTPILOT • TSB • TSB BANK PLC • TUI SHG • TUI TRAVEL • TUNBRIDGE WELLS BOROUGH COUNCIL • TUSKER • TUSKERDIRECT • TV PRESENTER ON TECHNOLOGY, SOCIAL MEDIA AND THE INTERNET • UBT EU LTD • UCAS • UK PARLIAMENT • UKASH • ULTRA COMMUNICATIONS LIMITED • ULTRA COMMUNICATONS • UNIBET • UNIBET PLC • UNICEF UK • UNILEVER • UNITE GROUP PLC • UNITED UTILITIES • UNIVERSITY OF BATH • UNIVERSITY OF BEDFORDSHIRE • UNIVERSITY OF KENT • UNIVERSITY OF PORTSMOUTH • UNIVERSITY OF YORK • UNUM LIMITED • UNUM LTD • UPB/UMONS • UPINION • UPS LTD • UTC BUILDING & INDUSTRIAL SYSTEMS • VENTANA RESEARCH • VERINT • VES LTD • VESTIAIRE COLLECTIVE • VICASTREET • VIELIFE • VIRGIN ATLANIC • VIRGIN ATLANTIC AIRWAYS LTD • VIRGIN HOLIDAYS • VIRGIN MEDIA • VIRGIN MONEY • VISTAJET • VISUALPLANET • VITALITYHEALTH • VODAFONE • VOLUME 48 • VOUCHERCODES.CO.UK • VOXGEN • VUE ENTERTAINMENT • W7 MARKETING COMMUNICATIONS • WAITROSE • WALES MILLENNIUM CENTRE • WALKER CRIPS • WARWICKSHIRE COUNTY COUNCIL • WATCHFINDER • WATERAID • WE BUY CARS TODAY • WEBHELP • WEBSTER MANAGEMENT SERVICES • WEBTRENDS • WELSH WATER • WESSEX WATER • WESTMINSTER KINGSWAY COLLEGE • WHICH? • WHITBREAD • WHITSON CONSULTING LTD • WILDBORE & GIBBONS LLP • WILKE GLOBAL • WILKINSON • WILKO • WILLIAM HILL • WILLIS • WINDFLOWER CHANGE • WNS • WNS GLOBAL SERVICES • WOLFSTAR PR • WORDZONE LTD • WRITER, BUSINESS TRANSFORMATION CONSULTANT • XCEED • XOSERVE • XPERIENCE ASSOCIATES • YAHOO • YAKARA • YBS • YBS GROUP • YELLOW BRICK ROAD CONSULTANCY LTD • YODEL • YORKSHIRE BUILDING SOCIETY GROUP • YOUCON GMBH • YOUR MEMBERSHIP MATTERS • YOUTHNET • YT MEDIA • ZENDESK • ZEST

MIKE HAVARD

VIEW FROM THE SUMMIT PLENARY CHAIR

EMBER SERVICES

WHY ENGAGEMENT IS ABOUT INNOVATION, INNOVATION AND INNOVATION As in previous years, this Summit brings a rich array of important perspectives from industry practitioners, vendors and commentators to the key issues and opportunities that we all face. And chief amongst these is innovation – how do we create new opportunities to better serve our customers and our stakeholders? What new developments can step change our service delivery or our cost to serve? I am involved with our clients at Ember every day on helping them address these questions and ensuring that their operations remain optimal in the highly dynamic and fast-moving world of customers, channels, devices, expectations and service propositions. But I often see two classic misconceptions and one key delivery challenge about innovation and what it means to organisations. Firstly, there is the misconception that innovation is about new tech developments and the enablement that new technology can have for transforming businesses alone. This may be true, and there are some good examples to be showcased at the Summit, but this is an idea usually promulgated by the technology vendors and mainstream large consultancies who all have a vested interest in positioning (expensive, new, complex) technology as the key to business growth and survival. But what often gets overlooked are the operational changes necessary to accommodate and optimise tech developments. What is the future, optimal operating model that your business needs to develop to best ensure that the technology innovations are landing most effectively? I can be blunt. You cannot effectively land new and innovative technology without ﬁrst considering the shape of your business, operations, customer journeys and desired service experience and what this will need to look like in the future. What is the operating model, organisational design and related skills, resources and processes that you need to have in place to be better placed to achieve the service goals in the future? And importantly to be clear on your guiding ‘North Star’ principles for your service proposition and delivery. The second misconception is that innovation and technology enablement is about transforming mere operational capability. This can often be true, and again there are some good examples being presented at this Summit. But there are many astounding examples where new, disruptive businesses have applied innovation at the business model level and challenged legacy players to the point of potential extinction. For example, innovation in distribution models like Uber and AirBnB; innovation in customer engagement and the use of innovative data analytics and its presentation by the likes of Carrot Insurance and Atom Bank. These are disrupting traditional industries and building rapidly growing, successful businesses not just through innovative tech but by reconsidering the opportunities presented by customer needs, as well as new and more relevant business and operating models to support them. They have the joy of being unconstrained by legacy systems and expensive, locked-in overheads. But they don’t often have the capital and brand assets of the traditional players, so the opportunity for you is how to think ‘innovation’ at a business level ﬁrst and work on rapid testing of ideas and concepts, whilst challenging the conventions and embedded structures of

your organisation. In all likelihood, if you don’t, someone else on the outside will be. And this just highlights that though we are here at this event in the guise of ‘customer (and employee) engagement’ we can’t divorce this context from other key business themes like brand, propositions and product. All are inextricably linked in any organisation. If you think your role is merely about choosing between self-service options, contact centres and digital channel engagements and how to make them better or more efficient then I suggest you might be missing the opportunity to challenge your leadership with really innovative, new ideas for the organisation, not just the operation. And there will be plenty of ideas to tap into at this Summit I suspect. Which then presents the final (delivery) challenge for innovation that I referenced above. How to execute and land the desired change. Innovative, enabling technology is nothing without it working well within the business. An obvious thing to say, but many of the deployments I see have been purely tech focused – is the software integrated, robust, load tested, ready on time, etc. There has often been minimal focus on what needs to change operationally or to the wider business to optimise the opportunity. Or it has come as an afterthought when the business case benefits are looking fragile and everyone is in reactive mode throwing resource at it to make it work. As Simon Foot mentions in his article on page XX, there are some key lessons to be learnt about making change land and we should remain alert to these. And as Jack Welch, revered former leader of GE, once said… “If the rate of change on the outside exceeds the rate of change on the inside, the end is near.” There should be no ‘target’ operating model, just an optimal one at a point in time that should be ready to adapt, innovate and change. And not just at an operational, customer journey or process level but at a business proposition level – how you can remain competitive in the face of major disruptive challenges will be increasingly critical. So this Summit, as in previous Summits, is a fantastic occasion to keep learning, find some inspiration hopefully, meet colleagues and peers to inform and shape your thinking, and ensure that innovation, technology and opportunity are all seen solidly in context for what they might do for you and your business and your operations. Enjoy, and I look forward to meeting as many of you as I can through the day and evening.

CUSTOMER ENGAGEMENT SUMMIT 2016 - 3

OK S O B KET TIC

SPEAKERS

David Wild

John Timpson

Jo Moran

Amit Shankardass

Domino's Pizza

Timpson

Marks & Spencer

Teleperformance

Martin Hill-Wilson

Cathy Brown

Mike Havard

Andrew McMillan

Brainfood Consulting

Engage For Success

Ember Services

Engaging Service

Sean Risebrow

Nick Shackleton-Jones

Jane Smith

Alice Colarusso

Bupa

Heathrow

ITV

Kal Durand

Justin Conry

Vicky Johnson

Carine Barbara

Three Ireland

Unicef UK

Kevin Hutchison

Danny Emmett

Helen Gales

Emma Huntington

NHS 24

Tesco

Zurich

CUSTOMER ENGAGEMENT SUMMIT 2016 - 4

SPEAKERS

Steve Hurst

Jonathan Herman

Michael Sherwood

Sarah Davies

Engage Business Media

Facebook

Atom Bank

BT Consumer

Paul Baxter

Gary Lucas

Goldie Sayers

Simon Lewis

Geoffrey Insurance

1st Central

Former UK Champion Javelin Thrower

Eau Palm Beach Resort & Spa

Alyson Fadil

Matt Rennie

Jeff Counsell

Kannan Ganga

Sofology

The Box Plus Network

Trentbarton

ESI Media

Dave Shepherd

Jim Meadows

Sarah Perkins

Sarah Metcalfe

Barclays UK Retail Bank

Mycleverlab

Royal Bank of Scotland

Sureï¬&#x201A;ap

Nick Brice

Helen Wilson

Jonathan Armstrong

Dr. Amanda Potter

American Express Community Stadium

IPSOS Mori

Cordery Compliance

Zircon Management Consulting Ltd

CUSTOMER ENGAGEMENT SUMMIT 2016 - 5

SPEAKERS

David MacLeod OBE

Fiona Macrae

Thierry Aubert

Adrian Swinscoe

Engage For Success

Travel Insurance Facilities Group

MediaTech Solutions

Rare Business

Eve Blezard

Michelle Hawkins

Antony Robbins

Morris Pentel

Trafford Housing Trust

Virgin Care

Museum of London

Customer Experience Foundation

Sandra Galer

Richard Spencer

Dale Lane

Peter Ryan

Merchants

Donor Experience

IBM

Ryan Strategic Advisory

Mark Chaplin

Russell Attwood

Dr. Simon Moore

Adam Charlesworth

Information Security Forum

Unify Communications

Innovationbubble

Leadership Consultant and Educator

Louisa Moreton

Claire Sporton

Ian Mcvey

Danny Dixon

Instinctif Partners

ConďŹ rmit

Qualtrics

Three UK

CUSTOMER ENGAGEMENT SUMMIT 2016 - 6

SPEAKERS

Leigh Janson

Jamie Thorpe

Professor Moira Clark

Surash Patel

Figleaves

Grass Roots

Henley Business School

MGage

Amy Brann

Declan Boyle

Luke Beeson

Barry Pollitt

Synaptic Potential

Three Ireland

Vodafone

Simon Lucas

Andrew Smith

Matt Hooper

Leon Stafford

Virgin Care

MaritzCX

IMImobile

Interactive Intelligence

Mark Oppermann

Rachel Lane

Kenny Lang

Nick Duggan

Webio

Verint

Three

Cyara Solutions

Diana Tyszkiewicz MaritzCX

CUSTOMER ENGAGEMENT SUMMIT 2016 - 7

SPEAKERS

PLENARY KEYNOTES

08:15 Registration & Coffee 09:00 Introduction from Summit Chair... ...Technology the Great Enabler Mike Havard, Director, Ember Services

09:10 Opening Keynote: Timpson Case Study – The Secret Behind Amazing Service John Timpson, Chairman, Timpson

09:30 Curating Your Customer Engagement Ecosystem Amit Shankardass, Global Marketing Executive, Teleperformance

HALL 1

HALL 2

Chair: Mike Havard, Director, Ember Services

Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE

11:00 02 Case Study: Surprise & Delight: What is it and why do we do it? Kal Durand, Social Engagement Specialist, O2

11:00 Zurich Case Study: Zurich FutureYou, Building a Consumer Business Emma Huntingdon, Managing Director – FutureYou, Zurich

11:20 1st Central Case Study: Using Knowledge to Help You Deliver an Outstanding Customer Experience. Gary Lucas, Head of Customer Experience, 1st Central

11:20 Atom Bank Case Study: The Future of Banking Michael Sherwood, Head of Customer Experience, Atom Bank

11:40 Virgin Care Case Study: It’s Not What We Say Or Do, it’s How We Make People Feel Michelle Hawkins, Head of Futures & Simon Lucas, Head of Communications and Marketing, Virgin Care

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER 12:00 Heathrow Airport Case Study: A Great Place to Work – Our Colleagues Journey Jane Smith, Head of Performance & Engagement, Heathrow Airport 12:20 Evolution: The Convergence of Customer and Employee Engagement Claire Sporton, VP, Customer Experience Management, Conﬁrmit 12:40 ITV Case Study: How We Gave Everyone a Voice Alice Colarusso, Head of Internal Communications, ITV

11:40 Panel Discussion

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE 12:00 Case Study: Airbnb – Engagement by Design Adrian Swinscoe, Consultant, Rare Business 12:20 Three Case Study: The Transformation of Three Ireland to a Customer Centric Organisation Justin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland 12:40 Facebook Case Study: The Evolving Landscape of Marketing How Brands are Embracing Mobile Jonathan Herman, Head of eCommerce & Retail, Facebook

13:00 Lunch

CX STRATEGIES FOR THE CUSTOMER JOURNEY 14:00 NHS24/Macmillan Trust Case Study: Delivering Personalised Online Health Information – The Movement from Paper to Digital Kevin Hutchison, Macmillan National Strategy Manager, NHS24 14:20 Delivering Flawless Customer Experience Every Time: Key Factors to a Successful CX Transformation Kenny Lang, Transformational Lead, Three & Nick Duggan, General Manager and Head of Sales EMEA, Cyara Solutions 14:40 Museum of London Case Study: Market Forces – How the Customer Journey Took a Museum Up a Different Street Antony Robbins, Director of Communications, Museum of London

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO 14:00 Royal Bank of Scotland Case Study: Overlaying Data with Human Behaviour Sarah Perkins, Head of Customer Conversations, Royal Bank of Scotland 14:20 Travel Insurance Facilities Group Case Study: The Power of Being Your Own Passionate Customer Fiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group 14:40 Panel Discussion

15:00 Coffee & Networking Break

EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE

CUSTOMER DATA SECURITY & PRIVACY

15:30 Evolution of ‘Voice of the Customer’ – Are You at the Top of the Ladder? Helen Wilson, Managing Director-IPSOS Loyalty, IPSOS Mori

15:30 World Class Service, World Class Protection Mark Chaplin, Information Risk Management Leader, Information Security Forum

15:50 Building The Digital Contact Centre – Overcoming Digital Customer Engagement Challenges Matt Hooper, SVP Global Marketing, Imimobile

15:50 Taking The Offensive: Working Together to Disrupt Digital Crime Luke Beeson, Vice President, Security UK and Global Banking & Financial Markets, BT

16:10 Trafford Housing Trust Case Study: Community Problems, Community Solutions: How to Solve a Problem Like Poverty? Eve Blezard, Trafford Housing Trust

16:10 The New European Data Protection Regime – How General Data Protection Regulation (GDPR) Affects The World Of Customer Engagement Jonathan Armstrong, Partner, Cordery Compliance

THE FUTURE OF WORK

ARTIFICIAL INTELLIGENCE & ROBOTICS

16:30 How to Manage People in Increasingly Demanding Times David MacLeod OBE, Co-Chair, Engage For Success 16:50 What Will the Future of Work Look Like for Businesses Operating Today? Leon Stafford, Regional Territory Manager, Interactive Intelligence 17:10 Unicef UK Case Study: Unlocking Potential–When a Disaster Strikes Vicky Johnson, Head of Supporter Care & Carine Barbara, Advisor For Supporter Care Team, Unicef UK 17:30 Chair’s Summary Mike Havard, Director, Ember Services

17:40

16:30 Chat Bots: Revolution or Devolution? Jim Meadows, Head of Product, Myclever™ Lab 16:50 IBM Watson Case Study: Conversational Engagement Through AI Dale Lane, IBM Watson Developer 17:10 Panel Discussion 17:30 Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting

Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave

CUSTOMER ENGAGEMENT SUMMIT 2016 - 8

SPEAKERS

PLENARY KEYNOTES 09:50 Opening Keynote: M&S Case Study – Making Every Moment Special for Colleagues and Customers Jo Moran, Head of Customer Experience, M&S

10:10 Opening Keynote: Domino’s Case Study: Staying Ahead in a Changing Marketplace With Disruptive Entrants David Wild, Chief Executive, Domino’s Pizza Group

10:30 Coffee & Networking Break

HALL 3

HALL 4

Chair: Andrew McMillan, Principal, Engaging Service

Chair: Cathy Brown, Executive Director, Engage For Success

CUSTOMER & EMPLOYEE ENGAGEMENT

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE 11:00 AO Case Study: Being Exceptional in the Moments that Matter Danny Emmett, Group Retail Operations Director, AO World 11:20 Digital Needs the Human Touch Sandra Galer, Consulting Director, Merchants 11:40 Tesco Case Study: Serving Britain’s Shoppers a Little Better Every Day Helen Gales, Customer Service Director, Tesco

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE 12:00 Three Case Study: Offers and Rewards Reinvented Danny Dixon, Director of Customer Strategy and Base Marketing, Three UK 12:20 Conversational Messaging Will Change the Way You Engage with Customers Forever Mark Oppermann, EVP Sales & Marketing, Webio 12:40 Making E-Retail Websites Truly Easy-To-Use: Applying Ease of Doing Business to Online Shopping Moira Clark, Professor of Strategic Marketing & Director of The Henley Centre for Customer Management, Henley Business School

11:00 Europe’s Changing Customer Experience Environment: 10 Illuminating Insights From a Multi-Country Study Ian McVey, Head of Enterprise Sales, Northern Europe, Qualtrics and Steve Hurst, Editorial Director, Engage Business Media 11:20 Customer Surveys – WTH! Jamie Thorpe, Commercial Director, Grass Roots 11:40 Barclays Case Study: Digital Inclusion and Empowerment – The Truth Behind the Digital Eagles Story Dave Shepherd, Director of Digital Eagles and Eagle Labs, Barclays

FUTURE OF THE CONTACT CENTRE Guest Chair: Peter Ryan, Principal, Ryan Strategic Advisory 12:00 BT Case Study: Engaging for Change Sarah Davies, Principal, Internal Communications, BT Consumer 12:20 Future of the Contact Centre – “It’s all About the Journey” Russell Attwood, Business Development Director, Unify Communications 12:40 Geoffrey Insurance Case Study Paul Baxter, Head of Direct, Geoffrey Insurance

13:00 Lunch

INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO 14:00 Box Plus Network Case Study: Content for a Constantly Connected Consumer Matt Rennie, Managing Director, Box Plus Network 14:20 What’s Next? – The Really Big Stuff in Business Strategy Innovation Morris Pentel, Director, Customer Experience Foundation 14:40 Trentbarton Case Study: Talking With our Customers – Whatever Next! Jeff Counsell, Managing Director, Trentbarton

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO 14:00 Disney, Premier Inn and Burberry Case Studies: Customer Excellence is the External Manifestation of Internal Alignment Dr. Simon Moore, Chartered Business and Consumer Psychologist, Innovationbubble 14:20 Humanising Customer Engagement in a Digital World Rachel Lane, Director of Customer Analytics, EMEA, Verint 14:40 Sureﬂap Case Study: Providing Purr-Fect Service in the Connected World Sarah Metcalfe, Head of Customer Service, Sureﬂap

15:00 Coffee & Networking Break

CUSTOMER ENGAGEMENT IN RETAIL, PART TWO 15:30 Kia Oval & American Express Community Stadium Case Study: The High Speed Customer Experience Nick Brice, L&D Partner, American Express Community Stadium 15:50 Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel Customer Service Strategy Leigh Janson, Customer Service Manager, Figleaves 16:10 Sofology Case Study: Co-Creating your Culture With Customers and Teams Alyson Fadil, People Director, Sofology

LEARNING & DEVELOPMENT 15:30 Innovative Approaches to Engagement: Today’s Leaders and Future Generations Nick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP 15:50 Getting The Balance Between User Experience and Customer Experience Right Adam Charlesworth, Leadership Consultant & Educator 16:10 Winning Attitudes: What Does it Take to be Successful? Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower

EMPLOYEE RECOGNITION, REWARD & RETENTION

THE EVOLUTION OF CX SERVICE DESIGN

16:30 Eau Palm Beach Resort Case Study: Values; The Secret Truth About Employee Engagement Simon Lewis, Owner, Eau Palm Beach Resort & Spa

16:30 Case Studies From Virgin, Fidelity and Bupa: When (and When Not) to Use Customer Experience Design Sean Risebrow, Director of Customer Experience, Bupa

16:50 The Connected Brand - Building Customer Experience from the Inside Out Louisa Moreton, Engagement Director, Instinctif Partners

16:50 Donor Experience Case Study: Using Disruption to Change the Behaviour of a Whole Industry Richard Spencer, Director for the Commission, Donor Experience

17:10 ESI Media Case Study: We Are Human (Resources) Kannan Ganga, Group HR Director, ESI Media

17:10 Panel Discussion

17:30 Chair’s Summary Andrew McMillan, Principal, Engaging Service

17:30 Chair’s Summary Cathy Brown, Executive Director, Engage For Success

17:40

Drinks & Networking Party with Comedian Alun Cochrane Sponsored by Rant & Rave

CUSTOMER ENGAGEMENT SUMMIT 2016 - 9

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CATHY BROWN

VIEW FROM THE SUMMIT CHAIR

ENGAGE FOR SUCCESS

WHY TECHNOLOGY IS ‘GOOD SCARY’ The world of work is changing, with demographics, technology, organisations and people themselves all evolving away from traditional patterns of work and employment. How do we harness these changes to build better places to work, that allow us, our businesses and our societies to thrive? It’s easy to look upon the march of technological change and consider it as a negative thing. We’ve all seen reports about how spending time online disconnects us from the world around us. I’m a geek, a tech enthusiast though. I choose to look at the positive aspects of technology. On the 25th anniversary of the internet, I can celebrate the changes in power dynamics in the workplace that are the result of information and knowledge at our finger tips. How much more engaging is it to have a focus on experience and expertise freely shared, than hoarded & used only for personal career enhancement? How many people have benefited from being able to work from home (or libraries, coffee shops and trains in my case) - adapting their jobs and working practices to suit their lives? I recently Skyped into a meeting, so nice to be able to see people rather than be on the end of a phone, and even better to not have had a 6 hour round trip to the capital! That’s an everyday activity these days - we’ve accepted a massive technological change in our practices and now it seems completely normal. Organisations and people who work will need to continue to embrace technology and not fear it - for me I think the huge changes we will see in the workplace over the next ten years will be driven by tech - Artificial Intelligence, robotics, wearable tech, nano & bio tech - these things are not science fiction any more, they are our reality and will change our working lives and those of our children beyond recognition.

“THE HUGE CHANGES WE WILL SEE IN THE WORKPLACE OVER THE NEXT TEN YEARS WILL BE DRIVEN BY TECH - ARTIFICIAL INTELLIGENCE, ROBOTICS, WEARABLE TECH, NANO & BIO TECH THESE THINGS ARE NOT SCIENCE FICTION ANY MORE, THEY ARE OUR REALITY AND WILL CHANGE OUR WORKING LIVES BEYOND RECOGNITION”

Technology is neutral, it’s our use of it and our reaction to it that produces ‘good’ or ‘bad results. Our perception of diversity in the workplace will necessarily need to expand to include robots and artiﬁcial intelligences as parts of our teams and cultures. Our understanding of what a ‘job’ looks like, how a career works, will be so different. In 5-10 years time, half the jobs available will be completely different to anything in the job market now. But as people, we still have fundamental needs about how we work - we need purpose, a vision; we need a voice; we need good management and leadership, and we need to be able to trust our organisation. Technology won’t change the need for humanity in our working cultures, in fact if anything, it will enhance it. I ﬁnd that exciting, ‘good scary’ (a family phrase!).

CUSTOMER ENGAGEMENT SUMMIT 2016 - 11

BO TIC OK KE TS

MARTIN HILL-WILSON

VIEW FROM THE SUMMIT CHAIR

BRAINFOOD CONSULTING

HOW TECHNOLOGY DEFINES OUR BOUNDARIES I cannot imagine there are many start-ups or incubator hubs that exist without being built around certain technology innovations. It’s what powers the world. If you hold to the view that the human race was disrupting through technology ever since the ﬁrst tool was hacked from stone, then I guess this is nothing new. But watching today’s versions unfold still holds our attention. We are almost at the point at which real world technologies are emerging faster than Hollywood can make up stories about them. Ford’s version of driverless cars will ship without steering wheels or pedals. They are now surplus to requirement within a controlled city grid system. I’ve just been exchanging tweets with the CCO of a news brand who is very upbeat about the opportunities that windscreen based news casting offers. Will this offer a new front to resist Facebook’s attempt to swallow the whole news sector? Who knows. But it’s what makes things so interesting with each fresh throw of the dice. The underlying technology building blocks are massive within their own category. Even more potent when mashed up. Just consider the impact that the cloud’s scalable processing plus AI is having on things. Already we have the advent of cognitive computing and neural networks. It makes driverless cars possible. It’s also why Uber is going for a grand slam and is now in the driverless trucking business as well as taxis.

“WE ARE ALMOST AT THE POINT AT WHICH REAL WORLD TECHNOLOGIES ARE EMERGING FASTER THAN HOLLYWOOD CAN MAKE UP STORIES ABOUT THEM” Growth in the number of driverless cars will probably be matched with the number of advisor less contact centres and retail stores. Part of the same trend. No doubt the technology will be ahead of our collective willingness to embrace these realities. But trade-offs are a fact of life. For instance, if you were a US consumer faced with having to pay in order to access live assistance (a sorry state we have

thankfully sidestepped so far in the UK), what would you accept? The status quo or a 24x7 conversational interface you can tap, type or talk to that’s already capable and continues to get smarter using AI pixie dust? I’ve been reading what Apple’s been up to on making Siri smarter. Try using it for dictation for instance. Very impressive. The people who sold Siri to Apple have just previewed their next iteration ViV. How about this for tough questions? “Is this a good lawn mower to buy based on the reviews? Is this the best price I can get, and can I return it easily if I don’t like it?” If that’s the complexity of questioning we can now expect to ﬁeld through intelligent assistance, what’s the new shape of the contact centre when all previously live responses are transferred across? Human support becomes additional rather than central in this new emerging operating model. Amazon’s Alexa already has over a 1,000 brands using it a voice gateway. It’s becoming a category killer allowing voice based self-service to be offered via much lower cost devices that smartphone and electronics. And of course what else marks out this new world is the speed of innovation. Open source forking allows new functionality to be build off the back of existing capability. Agile helps get that to market in the shortest possible time. So much opportunity! Where do you begin?

OK S O B KET TIC

CUSTOMER ENGAGEMENT SUMMIT 2016 - 12

ANDREW MACMILLAN

VIEW FROM THE SUMMIT CHAIR

ENGAGING SERVICE

WHY IT’S MORE THAN JUST ABOUT THE TECHNOLOGY ‘Technology the Great Enabler’ is the theme of this year’s summit and I feel rather guilty as one of the stream chairs in admitting that I only partly agree with it! Of course technology is a great enabler and the last ﬁve years in particular have seen unprecedented changes in the way it has positively impacted customer experience and engagement. It’s had some negative impacts too, and while as a business owner I appreciate the ability to manage my banking and tax in hours that suit me, there’s been many an evening spent booking hotels, travel tickets or arranging insurance policies where I have felt like an unpaid employee of the businesses that are supposed to be serving me, ﬁlling in endless forms that previously would have been done for me. And there, I think, lies the rub. Are organisations using the technology that is now available to provide a variety of channels blended to genuinely meet the width of their customers’ expectations, or are they forcing customers down a digital channel to reduce their headcount and therefore costs?

“THERE CAN BE ENORMOUS BENEFITS WHEN TECHNOLOGY IS DEPLOYED APPROPRIATELY AND IN A CUSTOMER ORIENTED WAY, BUT IT CAN ALSO BE HUGELY DETRIMENTAL WHEN DEPLOYED PRINCIPALLY FOR THE BENEFIT OF THE SHAREHOLDERS” Of course there are other technologies too such as parcel tracking which, on the face of it, looks fantastic. But do I really need to know where my parcel is at any given moment in time? Just tell me when it will be delivered and honour your commitment – I don’t care which distribution depots have handled it!! So, in summary, in my view there can be enormous beneﬁts when technology is deployed appropriately and in a customer

“ARE ORGANISATIONS USING THE TECHNOLOGY THAT IS NOW AVAILABLE TO PROVIDE A VARIETY OF CHANNELS BLENDED TO GENUINELY MEET THE WIDTH OF THEIR CUSTOMERS’ EXPECTATIONS, OR ARE THEY FORCING CUSTOMERS DOWN A DIGITAL CHANNEL TO REDUCE THEIR HEADCOUNT AND THEREFORE COSTS?” oriented way, but it can also be hugely detrimental when deployed principally for the beneﬁt of the shareholders. One last point. No matter how innovative your application of technology it will always be relativity easy to copy. In fact the more innovative it is, the more likely it will attract the attention of your competitors and be copied. Very ﬂattering in some respects, but it renders technology on its own as an unsustainable differentiator in the longer term. To create sustainable differentiation you still need something that can’t easily be copied - the very old technology of empathetic human contact, empowered to treat you as an individual and build a personal relationship on behalf of the organisation. Blend that effectively with the very latest innovations so the customer can choose how to engage with you at any given time and you have something truly unassailable in providing sustainable differentiation in terms of customer experience and engagement. First Direct and John Lewis are just two examples that serve to illustrate my point.

B TIC OOK KE TS

CUSTOMER ENGAGEMENT SUMMIT 2016 - 13

WHY NOT JOIN THE FINALISTS AT THE INDUSTRY'S BIGGEST PARTY? We'd love for you and your colleagues to join us at the Engage Awards Ceremony, where the very best customer and employee engagement professionals will be brought together to celebrate trail blazing excellence. The evening involves a champagne reception, networking opportunities with our ﬁnalists and our esteemed panel of judges, and a three-course meal and drinks package before BBC veteran Bill Turnbull takes to the stage to present the Engage Awards winners with their trophies!

JOIN THE BIGGEST 2016 INDUSTRY PARTY

BOOK YOUR TABLE CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR Ella Camps-Linney, Reward Gateway Elliot Lee, Marks and Spencer Michael Migliore, News UK Oliver Curtis, Conduit Global Olivia Bevan, Reward Gateway Paula McKillen, RS Components

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR Charlotte Rabin, Connected Home Victoria Lewis-Stephens, Instinctif Partners, Engagement Alex Edmans, London Business School Karen Boucher, Merchants Dr. Ghalib AL Hosni, Omantel Phil Challoner, Sandwell Council

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT Autoglym Barclays Aegon Feefo Flagship Group Inﬁnity Marks and Spencer Nationwide Building Society OpenMarket Titan Travel

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT Barclays MyZone Direct Line for Business Thomson Reuters Kier Group Konica Minolta LV= MetLife Mitie Total Security Management AstraZeneca Tata Consultancy Services

BEST USE OF SOCIAL MEDIA Immediate Future National Express O2 UK Sofology The Economist Xercise4Less

BEST USE OF INNOVATION Bank of Ireland Barclays - Eagle Labs Geoffrey Insurance Legal and General Marks and Spencer Microsoft My Home Move Nycomm Reed Smith LLP Registers of Scotland

BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY Cafcass Cambridge Assessment Gibbs & Dandy Merchants Merseyside Fire & Rescue

BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY Admiral Group Argos Center Parcs Barchester Healthcare Pertemps Network Group Shop Direct

HOSTED BY BILL TURNBULL

BEST USE OF VOICE OF THE CUSTOMER British Gas Connected Home Deutsche Telekom AG Exterion Media Global UK InSites Consulting Lloyds Banking Group Lowell GFKL RSA Insurance Virgin Money

BEST USE OF VOICE OF THE EMPLOYEE Care UK Heathrow Airport Direct Line Group Lincolnshire Community Health Services NHS Trust Lloyds Banking Group LV= SAS The Royal Institution of Chartered Surveyors University of Exeter Waitrose

BEST CUSTOMER ENGAGEMENT IN RETAIL Marks and Spencer OpenMarket Sofology Superdrug Tesco Shop Direct

BEST CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES Barclays Digital Eagles London and Country Mortgages Merchants Nationwide Building Society NatWest RBS

WE HOPE TO SEE YOU THERE AND CONGRATULATIONS ONCE AGAIN TO ALL OF OUR FINALISTS! To book your table contact Katie Donaldson on T: 01932 506 302 • E: katie.donaldson@ebm.media

JO MORAN, M&S

SPEAKERS IN FOCUS

EXCITING

NEW VENUE During her 25 years’ experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation. In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers. Jo attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which had been the previous approach. Until recently, Jo was also the Chair of Governors for a local primary school, where she took an active role in bringing her business skills to use in a different ﬁeld. She has more recently been appointed as a Non-Executive Director for a Housing Association based in Kent, where she is looking to bring her customer experience knowledge to bear in a different sector. In 2003 Jo graduated with Distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.

1) Please tell us more about the customer approach that Marks & Spencer adopt: We have a very clear approach lead by our CEO which is about putting the customer at the heart of the business. In reality this means we start every meeting with the voice of the customer, we hear their feedback and respond to it and we consistently challenge ourselves to improve the customer experience. Recent examples of where this has been put into practice has been the investment of more staff in our stores to help customers in key areas; changing the layout of our stores to more product lead which customers told us was that they wanted. 2) How do you maintain that culture throughout the whole organisation? It’s a challenge but you have to constantly talk about the customer and bring to life what they are saying. It’s also really important to recognise where colleague have really demonstrated customer ﬁrst – promoting these great stories engages others to do the same. 3) What are you most looking forward to about the Customer Engagement Summit this year? It’s always really useful to hear stories from other companies about what they have done – you can always learn something to take back to your own business. 4) What do you think the key trends are in customer & employee engagement and where do you think the industry is heading? I think that the link between positive colleague engagement and customer engagement will continue to strengthen – the number of customers who contact us with praise for a speciﬁc colleague is huge and it shows that the personal connection they make is critical.

OK S O B KET TIC CUSTOMER ENGAGEMENT SUMMIT 2016 - 15

JOHN TIMPSON, TIMPSON

SPEAKERS IN FOCUS

900 + SENIOR

DELEGATES John Timpson was educated at Oundle and Nottingham University. The Timpson family business was taken over in 1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business, which has diversiﬁed into engraving, watch repairs, dry cleaning and photo processing. Timpson now has over 1300 branches nationwide with a turnover of £195m and proﬁts of over £15m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its innovative work helping ex-offenders – it is the UK’s most active employer of people from prison.

Mr Timpson was married to his late wife Alex for 47 years and lives in Cheshire. He has ﬁve children Victoria (46), James (43), Edward (41), together with Oliver (39) and Henry (27). Mr & Mrs Timpson were foster carers for 31 years during which time they fostered 87 children. In 2000 he wrote ‘Dear James,’ which passes on to his son the lessons learned in 25 years as a Chief Executive. He describes his business philosophy in ‘How to Ride a Giraffe’ and ‘Upside Down Management’, and his latest book ‘Ask John’ was published in 2014. He has a weekly column in the Daily Telegraph. In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector.

1) Please tell us more about the upside-down management style that Timpson adopt Upside Down Management is my phrase for the way we run our business, because we trust all our colleagues to do their jobs in the way they think is best. Our bosses never issue orders, their job is to pick the right personalities then give them all the support they need. I believe that business is about people not process. 2) How do you maintain that culture throughout the whole organisation? It took 5 years to change our culture, which, by putting faith in Timpson colleagues, gets stronger every year. Our aim is to have a business full of people who get it and can be rated 9 or 10 out of 10. We are tough on poor performers but star players are loved to bits. 3) What are you most looking forward to about the Customer Engagement Summit this year? I hope that your conference will recognise that too many organisations rely on systems and processes instead of putting their people ﬁrst. Even in the digital age it is still the people who make your money.

OK S O B KET TIC CUSTOMER ENGAGEMENT SUMMIT 2016 - 16

SEAN RISEBROW, BUPA

SPEAKERS IN FOCUS

80+

SPEAKERS As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead. Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight. Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme. In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director of Customer Experience.

1. In your new role at BUPA, what do you plan to do to get the new programme off the ground? There are always three immediate priorities when getting successful programmes off the ground. The first is to educate the leadership, the second is to listen to customers (and the front line) and understand from their point of view what needs fixing, the third is to begin to gather s a great team of people around you. 2. How do you find getting staff members at different levels of seniority on board with the new programme? Firstly you need to recognise that not everybody will come to the party straight away. Generally the Leadership team get it, but you need to make it really simple and easy for them to support. So it’s about education, not only about the long term benefits of significantly improving the customer experience but also about the journey you are going to take the business on. Give them the confidence to act. Get leaders personally close to customers, and broadcast them doing so, and the organisation will begin to mimic. Employees close to the customer will already know the day to day frustrations customers repeatedly experience so will be supporters from day one. Mobilise them to help you fix the single most important thing for the customers right now. Quite often it’s the middle tiers in organisations that are the slowest to come on board. You’ll find that once you start to make progress – actually fixing stuff for customers and improving the delivered experience - this layer will become advocates of the programme. Getting customer experience improvement targets into bonuses and objectives is critical for this group, so do this as early as possible. 3. What are you most looking forward to about this year’s Customer Engagement Summit and the themes it will present? The Summit is my favourite Conference every year. I learn new ideas every time on how to join the dots between great employees being connected to delighted customers being connected to fantastic business results.

B TIC OOK KE TS CUSTOMER ENGAGEMENT SUMMIT 2016 - 17

K O BO KETS TIC

• DAM DIGITAL • DATA HARVESTING • DATA2DASH • DATA CENTER DYNAMICS • DATATALK • DATATRIAL LIMITED • DATE HARVESTING • DAVENPORT STRATEGY.COM • DAVIES HICKMAN • DBSCHENKER • DCH LTD • DEBENHAMS • DELL • DELOITTE LLP • DELUXE LABORATORIES • DEVONSHIRE SQUARE • DEVONSHIRE SQUARE MANAGEMENT • DFS • DHL GLOBAL MAIL • DHP CONSULTING • DIGITAB • DIMELO • DIMENSION DATA • DIRECT LINE • DIRECT LINE GROUP • DIRECTOR • DLG • DMA • DMGT • DNV GL • DO ROSARIO DANCE STUDIO • DOCUMENT CAPTURE CO LTD • DOMESTIC AND GENERAL • DOMINO PRINTING SCIENCES • DOMINO'S PIZZA GROUP • DPG PLC • DS SMITH • DSV • DTZ • DUNELM • DUNKIN' DONUTS • DUNNHUMBY • DURHAM UNIVERSITY • DX (GROUP) PLC • E.ON UK PLC • E2V • EAST SUSSEX COUNTY COUNCIL • EAST THAMES GROUP • EASYROOMMATE • EBAY ENTERPRISE • EBUYER.COM • ECHO MANAGED SERVICES • ECHO MS • ECLERX • ECLIPSE MARKETING • EDF ENERGY • EDIGITAL • EDIGITALRESEARCH • EE • EISHTEC • ELECTROCOMPONENTS PLC • ELEXON • ELLIPSE • EMBER SERVICES • EMC EUROPE • EMIRATES • EMQC LIMITED • EMW LAW LLP • ENERGY SAVING TRUST • ENGAGE MUTUAL • ENGAGE MUTUAL ASSURANCE • ENHANCING LTD • ENVISAGE HIGH PERFORMANCE CONSULTING • ENVISAGE HPC LIMITED • EON • E-ON ENERGY • EPTICA • EPTICA LTD • EQUATOR WORLDWIDE LTD • EQUINITI • ERNST & YOUNG • ESCHMANN • ESRI • ESSEX COUNTY COUNCIL • ESSURE GROUP PLC • ETISALAT • ETJS LIMITED • EUROMONEY INSTITUTIONAL INVESTOR • EUROSTAR • EUROTUNNEL • EVERYTHING EVERYWHERE • EXECUTIVE DEVELOPMENT FORUM • EXETER FAMILY • EXPERIAN • EXPERIAN CHEETAHMAIL • EXPERIENCE BY DESIGN • EXPERIENCE ENGINEERS • EXPERIENCELAB • EXPERT EYE • EXPLORE LEARNING • EXPOSAE • FACEBANX • FAMOUS4 COMMUNICATIONS • FEDEX • FEEDBACK FERRET LTD • FEEDBACKIFY • FIDELITY INTERNATIONAL • FINANCIAL CONDUCT AUTHORITY • FINANCIAL TIMES • FIRM CONSULTING • FIRST ARK • FIRST ARK GROUP • FIRST DIRECT • FIRST GREAT WESTERN RAILWAY • FIRST HAMPSHIRE • FIRST RATE • FIRST RATE EXCHANGE • FIRSTSOURCE • FITS.ME • FLASH AVENUE STUDIO • FLEISHMANHILLARD • FLUXX • FLUXX UK

S U O I V E R P T I M SUM ES T A G E DEL

• FOOD SAFETY SERVICES INTERNATIONAL • FORD RETAIL • FORTALIS • FRANK HIRTH • FREELANCE • FRESHTIME • FRIENDS OF THE EARTH • FUJITSU • FUTURELABS • GALLUP • GAME RETAIL • GAMESYS • GAMMA • GATESTREET AFRICA LIMITED • GATEWAY TICKETING SYSTEMS UK • GAYNOR RACHAEL LIMITED • GAZPROM ENERGY • GENEEA ANALYTICS • GENESIS HOUSING • GENTOO GROUP LTD • GEOSOFT • G-ERA • GET HENCH LTD/EXCHANGE IQ • GET LIVING LONDON • GET MOMENTUM LTD • GIBBSCO PR & MARKETING • GIFFGAFF • GLOBAL PAYMENTS • GLOBAL SPORTS JOBS • GLOBALPAYMENTS UK • GMC • GOLDER • GOLFBREAKS • GOOGLE INC • GORESPONSE • GRAEME REDPATH • GRANGE HOTELS • GRANT THORNTON K LLP • GRASS GROUP GROUP • GRASSROOTS GROUP PLC • GREAT INTERACTIVE • GREAT WESTERN RAILWAY • GROUPE ACTICALL • GROW3 LIMITED • GTA / KUONI • GULLIVERS TRAVEL ASSOCIATES • HACKNEY COUNCIL • HALFORDS • HAMPSHIRE COUNTY COUNCIL • HAMWORTHY HEATING • HANDPICKED COLLECTION • HARDINGCONSULT • HARGREAVES LANSDOWN • HARROW COUNCIL • HASTINGS DIRECT • HASWISE LTD • HAVEN • HAY GROUP • HEART OF ENGLAND NHS FOUNDATION TRUST • HEART OF ENGLAND NHS FT • HEARTWOOD • HEATHROW EXPRESS • HEROTSC • HGS • HGS UK LTD • HIGHWAYS AGENCY • HIVEWORKS • HOLIDAY EXTRAS LTD • HOLIDAYBREAK • HOME OFFICE • HOME OFFICE ADELPHI SERVICES • HOME RETAIL GROUP PLC • HOMESERVE • HOMINAL SERVICE DESIGN • HONDA MOTOR EUROPE - UK • HORIZON • HOSTELBOOKERS.COM • HOTELS.COM • HOUSE OF FRASER • HOUSING SOLUTIONS • HOWARD SANDOM MARKETING • HR GPR • HRG PLC • HSBC • HSBC MERCHANT SERVICES • HSC LEADERSHIP CENTRE OBO SEHSCT • HTK LTD • HUGO JACOBS CONSULTANCY • HUTCHINSON 3 UK • I3 DIGITAL • IADVIZE • IAK UK • IAPPROOV • IAT LTD • IBM • IBM TEALEAF • IBUZCON • ICLP • IDH GROUP LIMITED • IDM • IG • IG GROUP • IH LONDON • IHG • IICON • ILM • IMAGE & TIME • IMAGINE MOBILE • IMI PRECISION ENGINEERING • IMPACT INTERNATIONAL • IMPACT RESULTS LTD • INCHCAPE FLEET SOLUTIONS • INCISIVE MEDIA • INCREDIBLY • INDEPENDENT • INDIGO RIVER • INET PROCESS • INFORMA • INFOSYS LIMITED • INFOSYS LODESTONE • INGENIOUS GROWTH • INMOMENT • INOVSHOP • INSIGHT 2 COMMUNICATION • INSIGHT TO IMPROVEMENT • INSIGHTNOW • INSTINCTIF PARTNERS • INSURE THE BOX LIMITED • INTEL • INTELECOM UK • INTELLIGENT FUTURES • INTERACT DIGITAL LTD • INTERACTIVE INTELLIGENCE INC • INTERCALL EUROPE • INTERCONTINENTAL HOTELS GROUP • INTERFLORA • INTERNATIONAL HOUSE LONDON • INVESCO PERPETUAL • IP SOLUTIONS • IPEX • IPSOS MORI • ITIDA, EGYPT • ITV • JAGUAR LAND ROVER • JAMES WALKER GROUP • JATO • JAYWING • JD SPORTS FASHION PLC • JEC • JERICHO CONSULTING LIMITED • JOHN LEWIS PARTNERSHIPS • JOHN SMITH & SON GROUP LTD. • JOHN WILEY & SONS • JOHNSON FLEMING • JOHO VENTURES • JUDY WU LTD • KAIZENCO LIMITED • KALLIDUS LTD • KANA • KAZENDI • KCOM • KENT COUNTY COUNCIL • KENT RELIANCE • KEOLIS UK • KESSLERS INTERNATIONAL • KESSLERS INTERNATIONAL LTD • KEY TRAVEL • KIA MOTORS UK • KIER • KING • KINGS COURT TRUST • KITSHOFFGLEAVES & CO • KNIGHTSBRIDGE PME LTD • KPMG • KPMG NUNWOOD • KRU TALENT • L F ENGINEERING • LABELUX GROUP • LADBROKES • LANCASTER LONDON • LANDMARK CONSULTING • LAW LEAGUE • LB HARROW • LBG • LE MANOIR AUX QUAT'SAISONS AND RAYMOND BLANC • LEAPFROGG • LEBARA LIMITED • LEEDS BUILDING SOCIETY • LEEDS CITY COUNCIL • LEGAL & GENERAL • LEMONLIME RESEARCH • LEXDEN • LIFEPLUS • LIFESTYLE SERVICES GROUP • LINKEDIN • LIZ EARLE • LLOYDS • LLOYDS BANKING GROUP • LLX GLOBAL BUSINESS SERVICES UK LTD • LOCAL DATA COMPANY • LOCKHEED • LOGMEIN • LOLA ROSE LTD • LOMBARD • LONDON & COUNTRY MORTGAGES • LONDON & PARTNERS • LONDON BOROUGH OF BARNET • LONDON BOROUGH OF CAMDEN • LONDON BUSINESS SCHOOL • LONDON SCHOOL OF ECONOMICS • LONDON THEATRE BOOKINGS • LOOKING • LOST MY NAME • LOVE HOME SWAP • LOVELL REPAIRS AND MAINTENANCE • LSE • LSG • LUMESSE • LUMLEY JACOBS • LUMLEYS.NET • LV= • LYCATEL SETVICE LTD • LYONSDOWN • LYONSDOWN LTD • LYST • MACFARLANE TELESYSTEMS • MACMILLAN • MAGINUS • MAIL NEWSPAPERS • MANCHESTER BUSINESS SCHOOL • MANNERS & MURPHY • MANX TELECOM • MARINE STEWARDSHIP COUNCIL • MARITZ CX • MARKERSTUDY • MARKET II • MARKETCULTURE • MARKETII • MARKETNAM • MARKETO • MARKS & SPENCER • MARKS AND SPENCER • MARNI ET TEHILA INT'T LIMITED • MARRIAGE CARE • MARS GLOBAL SERVICES • MARS INC • MARY GOBER INTERNATIONAL LTD • MAXPOINT • MAZARS LLP • MB CONSULTING • MB CONSULTING SERVICES • MBCONSULTING • MC&C • MCCOLL'S RETAIL GROUP • MCDONALD'S • MCORDIS • MERCEDES-BENZ • MERCHANTS • MERGERMARKET GROUP • MERKEZI KAYIT KURULUSU A.S. • MERLIN • METAIL • METAPACK • METRO SAFETY • MGAGE • MICROSOFT • MILLION TRAINING • MILLS DA • MINI UK • MITCHELLS & BUTLERS • MITEL • MMC LTD • MOLSON COORS • MORGAN SINDALL • MOTTRAM SEARCH • MOXIE SOFTWARE • MPG MEDIA CONTACTS • MPHASIS • MPL SYSTEMS • MULBERRY CONSULTING • MULLARD ASSOCIATES • MY DIGITAL CUSTOMER • MY HOME MOVE LTD • MYHOMEMOVE • NATIONAL ACCIDENT HELPLINE • NATIONAL EDUCATION INSTITUTE • NATIONAL GALLERY CO LTD • NATIONAL GRID • NATIONAL SAVINGS & INVESTMENTS • NATIONWIDE BUILDING SOCIETY • NATIONWIDE- CREDIT CARD OPERATIONS • NATURE PUBLISHING GROUP • NCFE • NCO EUROPE • NCT • NECTAR LOYALTY PROGRAMME • NELSON HALL • NEOPOST LTD • NET-A-PORTER LTD • NETAPP • NETSZIE • NETWORK RAIL • NETWORK RESEARCH • NEW LOOK • NEWSUK • NEWVOICEMEDIA • NEXTTEN • NFA • NFU MUTUAL • NHBC • NHS • NHS BLOOD & TRANSPLANT • NHS BLOOD AND TRANSPLANT • NHS NSS • NICE SYSTEMS • NICOLL CURTIN TECHNOLOGY • NIT TECHNOLOGIES LONDON • NKD LEARNING • NMC • NOBLESYS • NOKIA • NOP • NORGREN • NORTHAMPTONSHIRE COUNTY COUNCIL • NORTHCLIFFE • NORTHUMBRIAN WATER LIMITED • NORTON ROSE FULBRIGHT • NOTTINGHAMSHIRE POLICE • NOVOGRAF • NOVULYS • NPOWER • NS&I • NSA • NSPCC • NUANCE COMMUNICATIONS • NUMERO • NUNWOOD CONSULTING LIMITED • NWG • O2 • O2 TELEFONICA • OBJECTIVE PEOPLE • OCR • OCSL (ORGANISED COMPUTER SYSTEMS LTD) • OKI EUROPE LTD • OLD MUTUAL WEALTH • OLDHAM COMMUNITY LEISURE • ONE HOUSE GROUP • ONE STOP • ONVA • OPEN MARKET • OPINSTA • OPM • OPSTALENT • OPTIMA PARNERS LIMITED • ORACLE UK LTD • ORANGE • ORANGE DIGITAL • ORBIT HOUSING • ORC INTERNATIONAL • ORCONSULTING LTD • OTIS • OVUM • P&G • PANASONIC • PARAGON • PARCELFORCE • PARKER CAR SERVICE • PARLIAMENTARY ICT • PARTNERS IN RETAIL • PARTNERSHIPS • PARTYRAMA.CO.UK • PATIENT EXPERIENCE NETWORK • PC-1 • PCSS • PEARSON • PEER 1 HOSTING • PEGASUS AIRLINES • PENNY BOUSFIELD & ASSOCIATES LTD • PENTAX RICOH IMAGING • PENTON • PEOPLE ESSENTIALS • PERSONAL GROUP • PERSPECTIVE FINANCIAL GROUP LIMITED • PFIZER • PHILIPS ELECTRONICS (UK) LTD • PHILIPS HEALTHCARE • PHILLIP G WITHERS • PINNACLEPLUS CONSULTING • PIONEER CAPITAL • PITNEY BOWES SOFTWARE • PKF INTERNATIONAL • PLEASE PRESS 1.COM • PLEASE PRESS ONE • PMX • POD • POD RESEARCH LIMITED • POST OFFICE • POST OFFICE LTD • PPG ARCHETECTURAL COATINGS • PPG INDUSTRIES • PREMIER CX • PREMIER FOODS • PRIMARY CAPITAL PARTNERS • PRINCIPALITY BUILDING SOCIETY • PRIORITY PASS • PRIORITY TRAVEL GROUP • PROCTER • PROCTER AND GAMBLE • PRODUCTCHAIN LIMITED • PROFUSION • PROFUSION MEDIA LTD • PROGRESO APS • PROTOCALL ONE • PROVENIR • PROXIMUS • PRUDENTAL • PSA PEUGEOT CITROEN • PSB MARKET SOLUTIONS LIMITED • PSS HELP • PWC • QUEEN MARY • QUESTBACK • QUETZEL - THE PLAN2WIN COMPANY • QVC • RACKSPACE • RACKSPACE HOSTING • RAKHA LTD. • RANT & RAVE • RAPIDE COMMUNICATION • RAWAA SHAMI • RBS GROUP • RBS PRIVATE BANKING • RCUK SSC LTD • REAL RESULTS CONSULTANCY • RECONSULTING • RED LETTER DAYS LTD • RED LORRY YELLOW LORRY • REDCLIFFE CAPITAL • REDD MARKETING • REDEYE INTERNATIONAL • REDMINT COMMUNICATIONS • REDROW HOMES LTD • REED ONLINE • REED.CO.UK • REEVOO • REGGIE LONDON • RELIANCE MUTUAL • RELIANCE MUTUAL INSURANCE SOCIETY LIMITED • RENTOKIL-INITIAL • REPUTATION.COM • REPUTATIONINC • RESPONDEZ • RESPONSETEK • RETAIL TRUST • RHP • RIBA BOOKSHOPS • RIBA ENTERPRISES • RICARDO-AEA • RICH INSIGHT • RICOH EUROPE • RICS • RIMES TECHNOLOGIES CORPORATION • RJO • RM EDUCATION • RNIB • ROBYNE HART • ROOST CONSULTING • ROUND • ROYAL BOROUGH OF KINGSTON • ROYAL HOSPITAL FOR NEURO-DISABILITY • ROYAL LONDON • ROYAL LONDON GROUP • ROYAL YACHT BRITANIA • RS COMPONENTS LTD • RSA • RSA INSURANCE GROUP • RSPB • RUGBUZ • RUSHMOOR BOROUGH COUNCIL • RUSSET HOMES • RWE ASSOCIATES LTD • SABIO • SAFFRON BUILDING SOCIETY • SAGE • SAGE UK LTD • SAINSBURY'S • SAINSBURYS BANK • SALESFORCE • MARRIOTT • SANTANDER • SANTORO LTD • SARAH CAMERON CONSULTING • SASKI CONSULTING LTD • SATMETRIX • SAVETHE CHILDREN • SAVILLS • SCREWFIX • SE WATER • SECOND SIGHT • SECRET ESCAPES • SEEKING EMPLOYMENT • SEEKING NEW OPPORTUNITTY • SEHA • SELF • SELF-EMPLOYED • SELFSERVICE COMPANY • SELLTOW • SERCO • SERCO GLOBAL SERVICES • SEREN • SERVICE INITIATIVES LTD • SERVION • SEVERN TRENT SERVICES • SG WORLD LTD • SHARE.CO.UK • SHONET SYSTEMS • SHOP DIRECT • SHORETEL • SHUTL • SIGNET • SILVERMAN RESEARCH • SIMPLESHOW UK LTD • SIMPLYHEALTH • SKOPOS • SKY • SKYPE • SKYPE/MICROSOFT • SNAPSPONSORSHIPS • SOCAPIE • SOCIAL MEDIA HELLRAISER • SOCIAL MEDIA LEADERSHIP FORUM • SOCIAL RETAIL GROUP • SOCIALYSE • SODEXO • SOH • SOMETHING SWEETER • SOMO • SOMO SOLUTIONS • SONY • SONY PROFESSIONAL SOLUTIONS EUROPE • SOUTH AFRICA DTI • SOUTH EAST WATER • SOUTH WALES POLICE • SOUTH WEST WATER • SOUTH YORKSHIRE POLICE • SOUTHWARK COUNCIL • SOVEREIGN HOUSING • SPA FUTURE THINKING • SPARK INTERACTIVE • SPEECH ENGINEERING LIMITED • SPONGE • SPONGE & WIFORIA LTD • SPORTING INDEX • SPRINKLR • SSC RCUK LTD • SSE • SSP • ST ALBANS CITY & DISTRICT COUNCIL • ST HELENS COUNCIL • STAFFTALK365 • STANDARD LIFE • STANLEY BLACK & DECKER • STANLEY BLACK AND DECKER • STELLAR EUROPE • STERIA • STEVE DRAKE • STORE SUPERVISOR • STRIDE LIMITED • STRONG ENTERPRISES LIMITED • STUDY GROUP • SUE HILL • SUFFOLK COUNTY COUNCIL • SUGARCRM UK LTD • SUMTOTAL • SUNERG SOLAR SRL • SUPERDRUG • SURE • SURREY & SUSSEX COUNTY COUNCIL • SURREY POLICE • SUSSEX COMMUNITY TRUST • SUTHERLAND GLOBAL SERVICES • SUTHERLAND STRATEGY LIMITED • SWANN CONNECT • SWARMWORKS • SWAYAM INFOLOGIC • SWINTON • SXSELONDON • SYDEX RECRUITMENT • SYDEX RECRUITMENT SOLUTIONS LIMITED • SYNTONICA LTD • SYRINIX • SYRINIX LIMITED • SYTNER GROUP LTD • TAKE ONE TV • TALK TALK • TALKTALK • TATA CONSULTANCY SERVICESW • TATE GALLERY • TAWA PLC • TAYBRIDGE ASSOCIATES • TAYLOR & FRANCIS • TAYLOR WIMPEY • TEAM HGS • TECH MAHINDRA • TELEFONICA EUROPE • TELEFONICA GERMANY • TELEFONICA UK • TELEGRAPH • TELEPERFORMANCE • TELETEXT HOLIDAYS • TELEWARE • TELLIGENT • TESCO • TESCO BANK • TFL • THE 02 • THE ACADEMY OF SERVICE EXCELLENCE • THE BIG WHEEL CONSULTANCY • THE BIO AGENCY • THE BODY SHOP • THE BUSINESS CAFE • THE CHOIR WITH NO NAME • THE CONTACT CENTRE • THE CONTACT COMPANY • THE CO-OPERATIVE GROUP • THE CUSTOMER • THE CUSTOMER LIFEGUARD • THE CUSTOMER SERVICE NETWORK • THE DANWOOD GROUP • THE DORCHESTER • THE EXCHANGE GROUP • THE FORUM • THE GYM GROUP • THE IDM • THE LONDON TAXI COMPANY • THE NATIONAL GALLERY COMPANY LTD • THE NET-A-PORTER GROUP • THE NHS STRATEGIC PROJECTS TEAM • THE ROYAL COLLEGE OF SURGEONS OF ENGLAND • THE SHARE CENTRE • THE SOCIAL MEDIA LEADERSHIP FORUM • THE STAIRWAY • THE TIMES AND THE SUNDAY TIMES • THE UK CONTACT CENTRE FORUM LTD • THE VALUE INNOVATOR • THE WESTBRIDGE • THECUSTOMERCO • THOMSON AIRWAYS • THOMSON REUTERS • THORNTON'S BUDGENS • THREE UK • THRESHER & GLENNY • THUNDERHEAD • TNS GLOBAL • TOBIAS & TOBIAS • TOTALJOBS GROUP • TOUCHPOINT CREATIVE • TOWERGATE FINANCIAL GROUP • TOWERS WATSON • TRANSLATEMEDIA • TRANSPORT FOR LONDON • TRAVEL • TRAVEL ZOO • TRAVELODGE • TRAVIS PERKINS • TRAVIS PERKINS PLC • TRB • TRICCA CONSULTING • TRIPUDIO • TRI-SYNERGY MARKETING • TRUSTED SHOPS • TRUSTMARQUE • TRUSTPILOT • TSB • TSB BANK PLC • TUI SHG • TUI TRAVEL • TUNBRIDGE WELLS BOROUGH COUNCIL • TUSKER • TUSKERDIRECT • TV PRESENTER ON TECHNOLOGY, SOCIAL MEDIA AND THE INTERNET • UBT EU LTD • UCAS • UK PARLIAMENT • UKASH • ULTRA COMMUNICATIONS LIMITED • ULTRA COMMUNICATONS • UNIBET • UNIBET PLC • UNICEF UK • UNILEVER • UNITE GROUP PLC • UNITED UTILITIES • UNIVERSITY OF BATH • UNIVERSITY OF BEDFORDSHIRE • UNIVERSITY OF KENT • UNIVERSITY OF PORTSMOUTH • UNIVERSITY OF YORK • UNUM LIMITED • UNUM LTD • UPB/UMONS • UPINION • UPS LTD • UTC BUILDING & INDUSTRIAL SYSTEMS • VENTANA RESEARCH • VERINT • VES LTD • VESTIAIRE COLLECTIVE • VICASTREET • VIELIFE • VIRGIN ATLANIC • VIRGIN ATLANTIC AIRWAYS LTD • VIRGIN HOLIDAYS • VIRGIN MEDIA • VIRGIN MONEY • VISTAJET • VISUALPLANET • VITALITYHEALTH • VODAFONE • VOLUME 48 • VOUCHERCODES.CO.UK • VOXGEN • VUE ENTERTAINMENT • W7 MARKETING COMMUNICATIONS • WAITROSE • WALES MILLENNIUM CENTRE • WALKER CRIPS • WARWICKSHIRE COUNTY COUNCIL • WATCHFINDER • WATERAID • WE BUY CARS TODAY • WEBHELP • WEBSTER MANAGEMENT SERVICES • WEBTRENDS • WELSH WATER • WESSEX WATER • WESTMINSTER KINGSWAY COLLEGE • WHICH? • WHITBREAD • WHITSON CONSULTING LTD • WILDBORE & GIBBONS LLP • WILKE GLOBAL • WILKINSON • WILKO • WILLIAM HILL • WILLIS • WINDFLOWER CHANGE • WNS • WNS GLOBAL SERVICES • WOLFSTAR PR • WORDZONE LTD • WRITER, BUSINESS TRANSFORMATION CONSULTANT • XCEED • XOSERVE • XPERIENCE ASSOCIATES • YAHOO • YAKARA • YBS • YBS GROUP • YELLOW BRICK ROAD CONSULTANCY LTD • YODEL • YORKSHIRE BUILDING SOCIETY GROUP • YOUCON GMBH • YOUR MEMBERSHIP MATTERS • YOUTHNET • YT MEDIA • ZENDESK • ZEST

FEATURE

EXPO HALL,

WHY TECHNOLOGY REALLY IS THE GREAT ENABLER

EXCLUSIVE

PRODUCT

LAUNCHES

The overarching theme of this year’s Customer Engagement Summit is ‘Technology the Great Enabler’ and in this exclusive article Simon Foot investigates what it takes for organisations to successfully transform the customer experience using both technologies already available and those being developed Brian Solis amongst others talks about the concept of Digital Darwinism which is: “The phenomenon when technology and society evolve faster than an organisation can adapt.” This certainly feels like the experience shared by the Industry and many of Ember’s clients today. We are all seeking ideas and evidence to help us better adapt to, and manage, the way that customers engage with us. In truth, every time you open LinkedIn or read the industry press you are bombarded with the top 10 things you should know, or the 5 trends to watch that will impact you. As an industry I suspect its time that we now move on to delivery, we accept that things are changing, we accept we can’t know it all, we accept that the investment decisions we make will carry some uncertainty and risk, but we can no longer afford to wait. So what are the things we do know about customer engagement, innovation and how we can reduce the risks?

DELIVERING CHANGE HAS BECOME MORE CHALLENGING Fact. The sheer volume of change happening in itself can be stiﬂing. I have seen a number of organisations looking actively at the way they deliver change, to in effect ‘get out of their own way’ and free up the organisation to make change. In other situations the sort of change under consideration needs new expertise and skills not available in their business. We would recommend that you learn from others who have delivered the change you are seeking, realise that you may need to bring in resources to plug a short term skills gap, but at the same time make sure that you upskill your organisations so you are self-sufﬁcient, as this is not a one-off change process you are creating. It is about managing business as usual in a better, more robust and accepting way.

TECHNOLOGY ENABLERS ARE DEVELOPING AT PACE Fact. Even within the past 5 years the stuff of dreams has become a reality. If only… I could deploy a cheap video solution; if only I could personalise my customer experiences; if only I

could present content so that customers can help themselves; imagine if I could get customers to support each other at the same time as enabling my teams; if only I could predict when a customer would need my services before they knew they needed them.

“KLM HAVE PREDICTED THAT THEY WILL NOT HAVE A WEBSITE IN 5 YEARS BUT WILL RELY ON FACEBOOK MESSENGER FOR MANAGING SALES AND SERVICE” All of this is now possible and in many cases happening and indeed moving already onto version 2’s. So whilst some of you will still be wondering how to handle social media, your competition may in all probability be charging ahead with other digital capabilities as well. KLM have predicted that they will not have a website in 5 years but will rely on Facebook Messenger for managing sales and service. Don’t delay: build your business case, agree the project and resource plan, evaluate the market (and products) and get cracking! Increasingly innovation and change in customer management is being driven by the Operations. The IT teams can understand the complexities and dependencies of the architecture and define the appropriate systems roadmaps and integration plans, but they need to know what we want to buy, how we want to use it and how it helps to shift the customer experience and cost to serve. So create your blueprint, or optimum operating model – recognising that this will need to evolve and change. Setting a ‘target’ operating model can be an erroneous and misleading concept that is too set in stone for the pace of today. Define your optimal customer journeys based on value, design as best you can the future customer engagement model, understand the commercial benefits and value, and get everyone on board behind a single aligning purpose or set of service principles, your own ‘North Star’.

B TIC OOK KE TS CUSTOMER ENGAGEMENT SUMMIT 2016 - 19

KEEPING PACE WITH THE SKILLS NEEDED TO DRIVE CHANGE AND DELIVER THE EXPERIENCES You will likely not have the skills or resource complement needed to deliver the projects, Fact. Very few organisations have people waiting for their opportunity to help you select and implement a new digital platform or deliver a new webchat solution. The sooner this is acknowledged the sooner you can establish your resource plan and prepare how you secure the right skills as and when needed.

“WE ARE PREPARED TO SPEND A SIGNIFICANT PART OF OUR BUDGET ON INVESTING IN NEW TECHNOLOGICAL CAPABILITIES OR EVEN JUST UPGRADING OLD VERSIONS AND WE THEN EXPECT THAT PROCESS TO ENHANCE AUTOMATICALLY WHAT THE CUSTOMER EXPERIENCES” We can also learn from the digital marketing agencies when thinking about how we deliver customer transformations. Think about a classic web project. You engage an agency to support you. Typically, they will mobilise a team which would include, architects, developers, designers, creatives, testers, producers, design authorities. These are specific roles, they have clear experience levels and skill sets (and costs). They deliver the key parts of the journey they are responsible for, they deliver a level of competence and they move up the ladder to become a senior, or lead within their role. Now think about how we typically deliver change in customer experience programmes. We get a team leader or capable operations managers to act as a ‘super-user’, and probably to learn a project management methodology; then ask them to work with IT to define the requirements and develop and agree the solution and make sure that the operation is trained and receives regular updates on progress. Now I know this is an extreme case, but this is often the reality. We are prepared to spend a significant part of our budget on investing in new technological capabilities or even just upgrading old versions and we then expect that process to enhance automatically what the customer experiences. We must be really clear on the skills and roles that we need in a project to make it successful. We must also realise that asking people to support change whilst doing their day job is

increasingly challenging and potentially compromises the advancements that you are seeking. Following a change methodology is important, but getting the right sustainable skills and project roles established is critical.

BUSINESS CASES ARE TOUGHER This is a big area and one for another day. But we are often struck by how hard we work to get the Executive to buy into an investment case. We consider the current detailed fully loaded operational costs today, we develop glidepaths that show the implications on the operating budget as the migration to digital services takes hold, we evidence the skills and recruitment costs, importantly we demonstrate the revenue uplift and cost savings and when they will land and we demonstrate the risk profiles and mitigations. All very worthwhile and essential. We then (hopefully) get sign off from the Executive, and the business case is filed away. No benefits realisation plan, and often no accountable stakeholder who will have their budget reduced once the anticipated benefits take hold. The business case must be a document that is reviewed and referenced against as the benefits materialise (or to use to contingency plan against when they don’t). It should guide us through delivery to implementation, considered at every project milestone, tracked against and communicated widely.

THE TECHNOLOGY TRENDS TO LOOK OUT FOR So we recognise these challenges, but clearly an article like this does still require some futurology! So what are the trends we at Ember are watching out for and helping our clients beneﬁt from? Messenger applications will become the norm. We already inhabit this ecosystem; WhatsApp is normal and habitual for millions, Facebook messenger equally so. If you are in any doubt how these will be used, watch KLM’s video ‘KLM on Messenger’. And then keep an eye out for the tick boxes appearing at the checkout for ‘Keep me informed by Messenger’. It is real and happening now. IBM Watson, remember the computer that won Jeopardy in the US back in 2011. It seems that Watson is now coming of age. Watson leverages a global data network, academic evidence and experiences coupled with personal information on us as

CUSTOMER ENGAGEMENT SUMMIT 2016 - 20

FEATURE

individuals (or those with similar characteristics to us) to suggest best next actions, solutions, diagnoses or information. This could be the start of an enormous shift in knowledge management which de-skills some roles but also opens up other industries. Still need to train 6 years to become a GP and read all the medical journals? Many system integrators are becoming Watson accredited partners, so they clearly are seeing that this will have an impact. This could mean a big change in the knowledge workers we employ and how we manage them.

NEW WAYS TO ENGAGE CUSTOMERS AND WIN LOYALTY Loyalty and innovative ways to engage with customers is a key theme we believe. The insurance market is waking up to the fact that on its own insurance is often not a lifestyle product and is typically a race to the bottom on price. But if I am rewarded for good and safe driving and my policy premium reduces, well that may just change the way I behave. But it’s not just reduced cost. One insurer is offering pizza vouchers, music credits and other rewards, perfect for its young, more social customer base, who, incidentally, are also those at the higher risk of an accident. But the data and rewards change this, so that the insurer can now prove to these new drivers (and to the often premium paying parents) that insuring with them means safer driving. Fundamentally this is about using data to recognise and reward (and retain) at an individual level, and to compete effectively using a disruptive proposition. I will leave you with these following thoughts… The iPad is 6 years old, which makes it a relatively old technology, but did you know you can get Siri to beatbox? Tesla recently downloaded an auto–pilot function to 40,000 cars in the US where the upgrade was sent via a wireless download, to a car. Skype has a live translate function so as you type in English to your Dutch colleague the message is translated, in real time. The technology is there, have we worked out how to deliver and use it yet?

ABOUT THE AUTHOR Simon Foot is a Director at Ember Group and is a regular presenter at Engage Business Media events @embersimon

“THE BUSINESS CASE MUST BE A DOCUMENT THAT IS REVIEWED AND REFERENCED AGAINST AS THE BENEFITS MATERIALISE … IT SHOULD GUIDE US THROUGH DELIVERY TO IMPLEMENTATION, CONSIDERED AT EVERY PROJECT MILESTONE, TRACKED AGAINST AND COMMUNICATED WIDELY”

IT’S IN THE DNA: WHAT ORGANISATIONS LEVERAGING TECHNOLOGY TO TRANSFORM CX HAVE IN COMMON Those organisations that are delivering step changes in their customer experiences and leveraging technology have similar characteristics • They have clarity on their ‘North Star’ service proposition • They understand what ‘customer value’ really means to them • They have a clear and compelling business case and are executing well on the right investments with a clear beneﬁts realisation approach

• They know what innovation is relevant to them and have become agile in design and delivery • They have sought independent and objective perspectives • They have ensured the strategy is integrated and aligned across the organisation

OK S O B KET TIC CUSTOMER ENGAGEMENT SUMMIT 2016 - 21

JOIN THE BIGGEST 2016 INDUSTRY PARTY

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT Autoglym Barclays Aegon Feefo Flagship Group Inﬁnity Marks and Spencer Nationwide Building Society OpenMarket Titan Travel

BEST USE OF SOCIAL MEDIA Immediate Future National Express O2 UK Sofology The Economist Xercise4Less

BEST USE OF INNOVATION Bank of Ireland Barclays - Eagle Labs Geoffrey Insurance Legal and General Marks and Spencer Microsoft My Home Move Nycomm Reed Smith LLP Registers of Scotland

BEST EMPLOYEE HEALTH AND WELLBEING STRATEGY Cafcass Cambridge Assessment Gibbs & Dandy Merchants Merseyside Fire & Rescue

BEST EMPLOYEE REWARD AND RECOGNITION STRATEGY Admiral Group Argos Center Parcs Barchester Healthcare Pertemps Network Group Shop Direct

HOSTED BY BILL TURNBULL

BEST USE OF VOICE OF THE CUSTOMER British Gas Connected Home Deutsche Telekom AG Exterion Media Global UK InSites Consulting Lloyds Banking Group Lowell GFKL RSA Insurance Virgin Money

BEST CUSTOMER ENGAGEMENT IN RETAIL Marks and Spencer OpenMarket Sofology Superdrug Tesco Shop Direct

BEST CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES Barclays Digital Eagles London and Country Mortgages Merchants Nationwide Building Society NatWest RBS

WE HOPE TO SEE YOU THERE AND CONGRATULATIONS ONCE AGAIN TO ALL OF OUR FINALISTS! To book your table contact Katie Donaldson on T: 01932 506 302 • E: katie.donaldson@ebm.media

PLATINUM SPONSORS Conﬁrmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Conﬁrmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. t: f: e:

+44 (0) 20 3053 9333 +44 (0) 20 3053 9334 info@conﬁrmit.com

Blue Fin Building, 110 Southwark Street, London SE1 0SU, UK

Qualtrics is a rapidly growing software-as-a-service company and the leader in experience management. In Europe, more than 1,000 enterprises rely on Qualtrics technology, alongside half of Europe’s top universities. Globally, more than 8,500 enterprises worldwide, including two-thirds of the Fortune 100 and 99 of the top 100 business schools, count on Qualtrics. Our solutions make it fast and easy to capture customer, employee, and market insights in one place. These insights help our clients make informed, data-driven business decisions. Global enterprises, academic institutions, and government agencies use Qualtrics to collect, analyze, and act on voice of the customer, customer satisfaction, employee engagement, 360-degree reviews, brand, market, product concept, and employee feedback. To learn more, and for a free account, please visit qualtrics.com For more information: Ian McVey, Head of Enterprise for Northern Europe t: +44 203 808 3310 e: imcvey@qualtrics.com w: www.qualtrics.com

Intelecom is a leading provider of contact management solutions. With nearly 20 years’ experience, Intelecom was one of the ﬁrst to develop a cloud-based contact centre. Highly ﬂexible and scalable, Intelecom can be adapted to accommodate thousands of agents using any device, in any location and integrates with multiple applications seamlessly. Intelecom is one of the few contact centre solutions that is completely multichannel. Intelecom agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application. t: e: e:

+44 (0) 333 300 0066 Colin.Hay@intele.com Oda.mo@intele.com

Interactive Intelligence provides software and cloud services for customer engagement, unified communications and collaboration software to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 21-year history of industry firsts, 100-plus patent applications and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. The company gives even the largest organisations an alternative to unproven solutions from start-ups and inflexible solutions from legacy vendors. The company headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. Melissa Cowdry t: 01753 418800 e: Melissa.cowdry@inin.com w: www.inin.com/uk

Whether you are looking to implement an omni-channel soulution, lower your “cost to serve” or increase your contact centre performance, we can help. As a trusted partner, Unify can support you on the transformation journey, working with you to understand your business and the current technical landscape and then mapping out a “transformation journey” which meets your own business goals and ﬁnancial objectives. Russell Attwood t: 03330 110 400 e: russell.attwood@unifyus.com w: www.unifyus.com

Verint® is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organizations in 180 countries — including over 80 percent of the Fortune 100 — count on intelligence from Verint solutions to make more informed, effective and timely decisions. Verint Customer Analytics, Engagement Management and Workforce Optimisation solutions help organisations know, empower, and connect with customers and employees. Discover how our solutions can help your organisation to increase customer loyalty and engagement, enhance revenue, and better manage operational costs and risks. t: 01932 839500 e: info@emea@verint.com w: www.verint.com

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. 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. t +44 1223 488700

Unify Communications specialise in delivering next generation contact centre solutions. We work with organisations across the UK & internationally to transform their contact centres, through the replacement or enhancement of their existing contact centre technology using best of breed providers.

Intelligent Customer Engagement Made Easy Webio’s intelligent customer engagement platform allows brands to effectively engage with their customers. Using the power of artiﬁcial intelligence to streamline and blend inbound and outbound customer engagement across new and existing channels – WhatsApp, Messenger, Telegram, SMS, E-mail etc., Webio AI Agents work alongside live agents to assist them in making decisive and effective outcomes based customer responses. Why Talk to Us Customers’ engagement expectations have increased exponentially and business is struggling to adapt. With Webio’s conversational interface, AI Agents and our experience in customer communications, adapting to this change couldn’t be easier. Let Webio will help you achieve the business outcomes you need and the experience your customers’ want. t: +44 (0) 203 355 9718 e: info@webio.com w: www.webio.com

CUSTOMER ENGAGEMENT SUMMIT 2016 - 23

CUSTOMER ENGAGEMENT SUMMIT 2016 T U E S D AY, 8 N O V E M B E R 2 0 1 6 WESTMINSTER PARK PLAZA, LONDON

TO REGISTER YOUR PLACE CONTACT: EMAIL: TICKETS@EBM.MEDIA HOTLINE: 01932 506 300 (PRESS 1) STANDARD

BRONZE

SILVER

GOLD

SUPPLIER

1 TICKET

2 TICKET

5 TICKET

10 TICKET

1 TICKET

• Industry/Service Provider • Full Conference Pass • 4 Seminar Halls • Lunch & Refreshments • Presentation Slides • Access to Video Library • Networking Drinks Party

INDUSTRY/VENDOR

£595

£995

£1995

£2995

£1495

+VAT £119

+VAT £199

+VAT £399

+VAT £599

+VAT £299

CustomerEngagementSummit.com @EngageCustomer #EngageSummits

GOLD SPONSORS Academie du Service UK is the English subsidiary of Académie du Service, the consulting and training ﬁrm recognized as market leader in France and pioneer internationally in service culture, employee engagement and customer satisfaction. With more than 250 prestigious clients across various industries worldwide, London has been chosen to be the ﬁrst subsidiary of their international expansion. Their expertise includes: • Design the customer and employee experience • Train managers, in-house trainers, and associates to embody the appropriate attitudes to get customer satisfaction • Measure, communicate, and reinforce service culture in the company to succeed in the long-term

We work with our clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward. So, whatever type of business you are leading, whether you need customer, employee, stakeholder, or brand engagement, we will help you bring your customers and employees with you on your journey. From crafting your communication strategy to telling your corporate story or building customer campaigns, we enable the behavioural change to create growth that helps you adapt to an ever-changing business environment. Working with businesses across all sectors – from global brands to regional start-ups – we thrive on getting to know each of our clients. We know that the key to our success – is yours.

t: 0033 (0) 6 19 99 42 21 e: Claire.bonniol@academieduservice.co.uk w: www. academieduservice.co.uk

Sarah Harrison t: 0207 457 2020 e: sarah.harrison@instinctif.com

Cyara was founded in 2006 with a mission: gather the best expertise in the industry to reinvent customer service. Today, Cyara has fulﬁlled that promise, as market¬leading provider of an omnichannel discovery, testing and monitoring SaaS platform. Over 150 employees around the globe help the world’s most elite companies use Cyara’s platform to accelerate the delivery of seamless and frustration¬-free customer experiences across every channel. Thanks to Cyara, organizations with combined revenues of over $3 trillion deliver billions of ﬂawless customer interactions every day. Cyara was named a Gartner Cool Vendor in CRM Customer Service and Customer Support in 2015.

IMImobile enables organisations of all sizes and sectors to maximise the potential of mobile technologies to improve customer engagement. We believe that mobile will sit at the heart of customer engagement strategies for years to come. By removing the barriers and complexities to create and deploy mobile-led customer engagement solutions as part of a multi-channel framework, we provide software and services that helps organisations to improve customer experience, simplify business processes and enhance operational efﬁciency.

Chris Limm Sales Director UK & Ireland t: 07798 694767 e: chris.limm@cyara.com

The Foundation provides expert advice, training, accreditation and builds the next generation organisational models & tools. Provides Design, Consulting, Workshops and Training for over 7,500 large global

Our products and solutions built upon the IMIcloud act as an intelligent layer between existing IT systems and business processes to create,manage and launch services across mobile, digital and social communication channels. Organisations that trust us to deliver smarter customer engagement include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom, Centrica, Universal Music, Tata, the AA, the BBC and major ﬁnancial institutions. IMImobile is headquartered in London with ofﬁces in Hyderabad, Atlanta and Dubai and has 700 employees worldwide. IMImobile is quoted on the London Stock Exchangeís AIM market with the TIDM code IMO. Darren Gracie, Business Development Director e: darren.gracie@imimobile.com m: +44 (0)7415 115 824

customers since 2008 Isobel Rogers, Director of Customer Engagement Customer Experience Foundation t: +44 (0) 207 993 8893 m: 07771 717281 e: isobel@cxfo.org w: www.cxfo.org

Grass Roots is a Customer and Employee Engagement specialist connecting brands with people. Our products and services are based on the fundamental principles of Performance Improvement (Communication, Education, Measurement and Reward) to drive acquisition, retention, advocacy and business growth. We've been in business for over 35 years and tick all the right boxes when it comes to technology, process, systems and support.

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors. We think, design and deliver integrated customer experiences. Follow us on Twitter @CCMerchBPO and LinkedIn w: www.merchants.co.za

All over the world, we're inspiring people! Take a look at our website or give us a call to ﬁnd out more. Jamie Thorpe, Commercial Director t: +44 1296 739983 w: www.grassrootsgroup.com

CUSTOMER ENGAGEMENT SUMMIT 2016 - 25

ntary Complimen Multi-Channel Discovery S Sessio on During this half day session we will explore the following: • What are the key trends in the market affecting your channel strategy y? • Are you set up and ready to offer multiple channels for customer service e? • Which channels are right for your customers? At the end of the session you will receive a report with our recommendations to help you y make critical decisions for your contact centre.

Email us to book your session today:

sales@intele.com

Terms: e Offer expires October 2017 and limited to 5 companies, on a ﬁrst come, ﬁrst serve basis. Other terms apply. Contact us for further details by emailing sales@intele.com m

GOLD SPONSORS What We Do For The World Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates. What Makes Us Different Here at Rant & Rave we like to do things a little differently – from offering you the total package with our Rant & Rave Platform, to working in real-time and getting hands on with our technology. So we’re always on the lookout for like-minded brands that aren’t afraid to think outside the box and want to offer their customers a truly exceptional experience. Intrigued? Take a look at our Raving Difference to ﬁnd out why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!).

Teleperformance is the worldwide leader in outsourced multichannel customer experience management with around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands 2014”. We help brands develop and evolve their customer experience strategies whatever the channel used to help clients optimise the value of their customer relationships at every stage of the customer lifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people, regardless of channel or device - to help them achieve their desired outcomes. Our business succeeds through our greatest asset - our people, to help brands succeed in theirs. William Carson, Head of Market Engagement t: 07967 698 709 e: william.carson@teleperformance.com

e: hello@rantandrave.com w: www.rantandrave.com

SILVER SPONSORS

mGage offers a mobile engagement tool enabling businesses to communicate on a personal level with customers across multiple channels. As global mobile engagement specialists, mGage harnesses SMS, voice, push, social channels and a multitude of messaging apps, to build relationships with their valued customers. With over 15 years of CRM experience, mGage expertly uses cloud-based SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally. Contact details: Michael Braybrook, Head of Business Development, UK t: 020 7633 5000 e: sales@mGage.com w: www.mGage.com

Real-time Feedback Management is an indispensable tool to manage the customer experience. Instant eXperience® drives users to maximize customer value and satisfaction, manage resources and optimize processes by implementing and industrializing a real-time customer feedback management solution. Russel Smart e: rsmart@mediatech-solutions.com m: +44 (0) 7598760176 Thierry Aubert e: taubert@mediatech-solutions.com t: +33 (0) 1 77 37 18 64 Kevin Leonce e: Kleonce@mediatech-solutions.com t: +44 (0) 203 239 8060 m: +44 (0) 782 516 4865

MaritzCX started with the simple idea that businesses need more than scores and reports to meet their customer experience (CX) challenges in the 21st century – and that idea drove us to combine the deep expertise of a proven research leader with the speed and innovation of a modern tech startup. The result is a faster, smarter approach to CX that gives businesses the power to see, sense, and act on the experiences of every individual customer – across every touchpoint-live.

CUSTOMER ENGAGEMENT SUMMIT 2016 - 27

2016 EVENTS

INTERNAL COMMUNICATIONS DIRECTORS FORUM

OCT 2016

FRIDAY 21ST OCTOBER 2016

CUSTOMER ENGAGEMENT SUMMIT

NOV 2016

CUSTOMER DATA SECURITY DIRECTORS FORUM

ENGAGE AWARDS

DEC 2016

TUESDAY 8TH NOVEMBER 2016

NOV 2016

FRIDAY 2ND DECEMBER 2016

TUESDAY 8TH NOVEMBER 2016

2017 EVENTS

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2017

THURSDAY 23RD FEBRUARY 2017

INTERNAL COMMUNICATIONS CONFERENCE

SEP 2017

20 APR 2017

JUL 2017

FRIDAY 15TH SEPTEMBER 2017

15 SEP 2017

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 6TH JULY 2017

EVOLUTION OF WORK CONFERENCE FRIDAY 15TH SEPTEMBER 2017

EMPLOYEE ENGAGEMENT SUMMIT THURSDAY 20TH APRIL 2017

BOOK YOUR PLACE

BO TIC OK KE TS Phone: 01932 506 300 (press 1) Email:

tickets@ebm.media

Online: EngageCustomer.com

BRONZE SPONSORS 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. t: e:

Investor in Customers (IIC)is dedicated to building better businesses. They work with clients to help them identify how to improve and develop one of the key drivers in any business: the customer experience. IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking. Sharon Clapp, Head of Customer Experience e: Sharon.clapp@investorincustomers.com t: 07467 956343 Tony Barritt, Managing Director e: tony.barritt@investorincustomers.com t: 07805 440520

0845 260 6886 info@acceleratorsolutions.com

Customers are extremely important. If it is difﬁcult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why shaping customer interaction by delivering a unique customer experience at every customer touchpoint is a key part of running a successful business.

LivingLens is a Software as a Service provider that puts the customer at the heart of decision making by leveraging the power of video. Putting the customer just one click away, LivingLens is redeﬁning how you can get closer to your customers’ emotions and behaviours through video. The technology enables you to better understand your customers by seeing and hearing them to enrich NPS and Customer Experience programs to understand why they feel the way they do about your brand/service.

From its global network of 25 sites and Building on Bosch’s reputation for high standards and excellent service; Bosch Service Solutions design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investments.

The technology, which evidences the many data layers present in video, includes many exciting features to enable brands and agencies to get the most out of this incredibly rich medium. LivingLens facilitates searching the spoken word, sentiment, activity and objects within video content. The technology operates in any language and also offers analytics capabilities, so that you can understand frequency of mention and therefore trends across all of your video.

Jackie Chapman, Head of Business Development e: Jacqueline.Chapman@uk.bosch.com t: 07971 069 497 w: www.boschservicesolutions.com

t: e: w:

Comarch is a global powerhouse specialized in the design, implementation and integration of advanced IT and software. • • • •

Almost 23 years of industry experience Polish capital – headquarters located in Krakow References from across the world 5000 ﬁrst-class professionals (programmers, computer scientists and economists), graduates from the best Polish and foreign universities • Own R&D department made up of high-end IT engineers • High ranking IT analyst ratings: DiS, Gartner, IDC, Trufﬂe 100 • Custom Data Centers in Poland and Germany for the provision of services in many models, including SaaS and Managed Services t: w:

0207 4678 700 www.comarch.co.uk

Using text analytics, Feedback Ferret transforms customer feedback comments into actionable insight. We make it easy for you to improve customer experience: • • •

0151 601 7383 info@livinglens.tv livinglens.tv Twitter @Livinglenstv

Maru/edr are world leaders in Voice of the Customer programs and a proud part of MARU Group – a technology enabled professional services ﬁrm delivering information and insight. As part of MARU, we’re pioneering technology focused feedback combined with deep thinking and an emphasis on actionable outputs, helping us to paint better pictures faster for our clients. t: e: w:

+44(0)1489 772920 info@maruedr.com www.maruedr.com

ServiceTick is an enterpriselevel solution for gathering realtime, multi-channel ‘Voice of the Customer’ feedback. We specialise in post-transactional IVR, SMS, web and email surveys that produce measurable return on investment for many of Britain’s leading businesses. Our clients use ServiceTick to: gather objective feedback metrics that are used to manage and reward call agent performance; track and benchmark KPIs such as Customer Effort, NPS and Customer Satisfaction across the customer journey in order to improve the customer experience; re-engage in real time with disenchanted customers to improve brand advocacy and reduce complaints; fulﬁl regulatory and compliance obligations; and enhance brand and product propositions.

We consolidate all your Voice of Customer feedback comments from any source into a single analysis and reporting platform. We automatically transform the customer comments into easy-to-understand, actionable insight using our sophisticated text analysis engine. We deliver the RIGHT information to the RIGHT people in the RIGHT format at the RIGHT time, so they can take action to improve customer experience and ﬁnancial performance.

Feedback Ferret has ofﬁces in UK, USA, South Africa and Poland. Sonia Sparkes t: 01628 681088 or 07900 900584 e: Sonia.sparkes@feedbackferret.com w: www.feedbackferret.com

Wizu is a chat bot that gathers NPS and customer satisfaction feedback. Identify problems early or promote social sharing from your customers and improve the overall customer experience compared to traditional online surveys. Because everybody like to chat and nobody likes being surveyed. Simon Neve, CEO & Founder e: simon@wizu.com w: wizu.com

CUSTOMER ENGAGEMENT SUMMIT 2016 - 29

LOCATION AND TICKETS 8TH NOVEMBER 2016

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 2016 - 30