OFFICIAL EVENT GUIDE
THURSDAY 13 JUNE
VICTORIA PARK PLAZA LONDON •
Understanding the Customer the Key to CX Success
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CxMarketingSummit.com @EbmCxMarketing #EngageSummits
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The Team EDITORIAL Steve Hurst Editorial Director steve.hurst@ebm.media 01932 506 304 Elizabeth Akass Editor lizzie.akass@ebm.media 01932 302 113
MARKETING Katie Donaldson Marketing Manager katie.donaldson@ebm.media 01932 506 302 Sophie Smith Marketing Executive sophie.smith@ebm.media 01932 302 112
SPONSORSHIP Dominic Stone Sponsorship Sales dominic.stone@ebm.media 01932 506 303 Dale Ayliffe Sponsorship Sales dale.ayliffe@ebm.media 01932 302 110
Dan Moran Sponsorship Sales dan.moran@ebm.media 01932 506 303 Pascal Van Huffel Sponsorship Sales Pascal.vanhuffel@ebm.media 01932 506 308
MEMBERSHIP Dan Skinner Delegate Sales dan.skinner@ebm.media 01932 506 307 Jamie Ross Delegate Sales Jamie.ross@ebm.media 01932 506 306
FINANCE Sabrina Clarke Finance Manager finance@ebm.media 01932 500 103 Jenna Pollard Accounts Executive accounts@ebm.media 01932 428 542
MANAGING DIRECTOR
Welcome A warm welcome to our second CX Marketing Summit, which follows on from the success of our flagship Customer Engagement Summit, now in its ninth year, and firmly established as Europe’s premier customer engagement conference. Our aim is to develop our CX Marketing Summit into the same market leading position. Research shows that the marketing function is playing an increasingly important role in the CX as advances in technology enable greater customer understanding and insight, allowing organisations to tailor their strategies to ever more sophisticated, demanding and proactive customers. Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand. For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy. This case study driven CPD accredited CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are providing consistent messaging and further enhanced customer understanding and insights, which leads to tailored, personalised offerings that attract and retain a loyal customer base. Today will provide a survival guide for CX as we discuss topics such as how we can use service design to break down business silos, how we can build a better CX using an inside-out model, the new technologies that can transform engagement, how to master digital advertising in the machine age, how we need to stop thinking channels and start thinking journeys, the use of VOC in marketing, and what the era of omnipresent experience means for you. Our Summit will feature the latest networking and engagement technologies designed to allow delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful CX strategies over the long term for sustainable competitive advantage. Have a great day. Steve Hurst, Editorial Director
CxMarketingSummit.com @EbmCxMarketing #EngageSummits CX Marketing Summit is organised by Engage Business Media Ltd. Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.
Nick Rust nick.rust@ebm.media 01932 506 301
Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460
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Simplify.
We are a global brand strategy, design and experience ďŹ rm committed to building brands through elegantly simple, unexpectedly fresh strategies, stories and experiences. siegelgale.com
Contents Visitor Information
5
Sponsors
7
Speakers
8-10
Networking App Agenda Summary Floorplans
11 12-13 15 & 17
The Future of Marketing is Bright – A View by Professor Malcolm McDonald
18
How Trust and Transparency will Make your Brand Loved
18
Unlocking Your Hidden Experience to Drive Value (£)
19
Plenary
Plenary
Hall 1 20
Understanding the Customer - Part Two
23
Multichannel Customer Journey
23
Analytics for Marketing
25
Social Media and Influencer Marketing
26
Hall 1
Understanding the Customer - Part One
Hall 2 28
Future of Marketing Technology
30
Content Marketing
31
Trust and Transparency in a Digital Era
33
Customer Loyalty and Personalisation
34
Feature: The International Engage Awards: The Global Maker of Award-winning Brands
38-39
Feature: Why customer memories are more important to your CX
42-45
Sponsor Profiles
46-47
Notes
48
Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions. ©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.
Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG
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Hall 2
Future of Brand Marketing
Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 2 throughout the day. At the Drinks Networking Party at the end of the day a complimentary beer/glass of wine is provided. • • • • •
Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break Drinks Networking Party
Visitor Information
Cloakroom: There are free cloakrooms available for delegates. These are located on Lower Level 2.
Summit Hours:
Wi-Fi:
08:15 – 09.00
Registration & Coffee
09:00 – 10.25
Plenary Keynotes
10.25 – 10.55
Networking & Coffee Break
10:55 – 13.00
Presentations
13:00 – 14:00
Lunch
14:00 – 16:00
Presentations
16.00 – 16.30
Networking & Coffee Break
16:30 – 17:30
Presentations
17:30 – 18.30
Drinks & Networking Party
18.30
Event Closes
There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network: Park Plaza Hotel Resorts
Join the Conversation: @EngageCxMarketing #EngageSummits
First Aid: Please visit the registration desk on Lower Level 2 should you require assistance.
Canvassers: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show.
Business Amenities: The Victoria Park Plaza hotel features all the services and amenities expected of top central London hotels. Guests enjoy a fitness centre, 24-hour room service, baggage storage, foreign currency exchange and an array of other first-class services.
Travel: The venue is situated within walking distance of Victoria train, coach, bus and underground stations.
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Thank you to our Sponsors
Platinum
Gold
Bronze
7
Speakers Chairs
Martin HillWilson
Helen Wilson
Founder Brainfood Consulting
Global Chief Experience Officer Ipsos
Malcolm McDonald
Sophie Wilkinson
Abigail Tan-Giroud
Professor of Marketing Cranfield Uni School of Management
Head of Editorial Operations Hearst UK
CEO St Giles Hotel
Lucian Camp
Janis Thomas
Rob Curran
Principal Lucian Camp Consulting
B2C Marketing Director Deltatre
Chief Experience Officer Wunderman Thompson
Anna Fenten
Elaine Haines
Head of Brand, Marketing and Communications Searcys
Business Development & Marketing Director Harrison Clark Rickerbys Ltd
Hanifa Dungarwalla
Speakers
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Group Digital Marketing Manager Bauer Media
Speakers
Hayley Brooksbank
Tom Belt
Antony Antoni
Experience Lead Wunderman
Global Brand Lead World Animal Protection
James Sutton
Gerry Brown
Gerhard Fourie
Audience Planner Oxfam
Research Director IDC
Director of Global Marketing and Brand Strategy Aston Martin Lagonda Ltd
Josela Renardson
Steve Kato-Spyrou
Tom Rainsford
Marketing Manager Valpak Limited
UX Architect John Lewis and Partners
Director of Brand, Engagement and Culture giffgaff
Caroline Darnbrook
Colin Shaw
Joe Rice
CEO & Founder Beyond Philosophy LLC
Data & Enterprise Solutions Twitter
Head of Communications Osborne Clarke LLP
Director of Products and Marketing Darlington Building Society
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Speakers
Philippa Scudds Director of Marketing and Communications Canford School
Richard Leader Head of Digital Touch Financial
Douglas Mancini
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Tim Bond
Will Pickering
Group Head of Insight DMA
Digital Marketing Manager Funding Options
Katherine Brown
Charlie Clinton
Head of Marketing So-Sure
Data & Digital Innovation Manager Unilever
Jamie Thorpe
Phil Durand
Vice President Sales EMEA Critizr
Deputy Managing Director, Customer Experience Kantar
Director, Customer Experience Management Confirmit
Michael Hominick
Rana Brightman
Paras Fatnani
Marketing Manager – Retail UK Shell
Senior Strategy Director, Employee Engagement Siegel+Gale
Global Marketing & Communications Director QS Quacquarelli Symonds
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Plenary 09:00 Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
Hall 1
09:10 The Future of Marketing is Bright – A view by Professor Malcolm McDonald Malcolm McDonald, Professor of Marketing, Cranfield University School of Management
10:55 Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting
Understanding the Customer - Part One 11:00
Restoring Trust and Rewarding Customer Evangelism Katherine Brown, Head of Marketing, So-Sure
11:20
How do Retailers, from Printemps to Carrefour, Drive ROI from their CX and Voice of the Customer Programmes Douglas Mancini, Vice President Sales EMEA, Critizr
11:40
From “Rebuilding Trust” to “Managing Distrust” Lucian Camp, Principal, Lucian Camp Consulting
Understanding the Customer - Part Two 12:00
Cracking the CX Code Jamie Thorpe, Deputy Managing Director, Customer Experience, Kantar – Insights Division UK
12:20
What Happens when Customer First Design Takes a Backseat Steve Kato-Spyrou, UX Architect, John Lewis
12:40
CX Fixer-upper: How a Listening Audit could hold the Key to Renovating your Programme Phil Durand, Director, Customer Experience Management, Confirmit
13:00 Lunch and Networking
Multichannel Customer Journey 14:00
Reinventing Customer Loyalty at Shell Michael Hominick, Marketing Manager – Retail UK, Shell
14:20
IDC Case Study: Marketing’s Surprising New Role in Customer Journey Management Gerry Brown, Research Director, IDC
14:40
Oxfam Case Study: Go Multichannel…Or go Home James Sutton, Audience Planner, Oxfam
Analytics for Marketing 15:00
Harrison Clark Rickerbys Case Study: The Value of Using Technology Smartly, Not Smart Technology Elaine Haines, Business Development & Marketing Director, Harrison Clark Rickerbys Ltd
15:20
Funding Options Case Study: Neither Art nor Science: The Craft Behind an Effective Marketing Strategy Will Pickering, Digital Marketing Manager, Funding Options
15:40
Darlington Building Society Case Study: Influencing Business Performance by Refreshing a Traditional Brand Caroline Darnbrook, Director of Products and Marketing, Darlington Building Society
16:00 Coffee and Networking
Social Media and Influencer Marketing 16:30
Twitter Case Study: #WhatsHappening? Joe Rice, Data & Enterprise Solutions, Twitter
17:00
BT Group: Moving from Campaigns to Customer Journeys Tom Belt, CX Lead, Wunderman & Rob Curran, Chief Experience Officer, Wunderman Thompson
17:30 Drinks and Networking Party
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09:35 How Trust and Transparency will make your Brand Loved Tom Rainsford, Director of Brand, Engagement and Culture, giffgaff 10:00 Unlocking your Hidden Experience to Drive Value (£) Colin Shaw, CEO & Founder, Beyond Philosophy
Hall 2
10:25 Coffee and Networking
10:55 Chair’s Opening Remarks Helen Wilson, Global Chief Experience Officer, Ipsos
Future of Brand Marketing 11:00
Deltatre Case Study: Understanding the Customer: How Customer Insight can drive Success in Streaming Entertainment Janis Thomas, Marketing Director, Deltatre
11:20
Leading with Authenticity – Unifying the Experience for Customers and Employees Rana Brightman, Senior Strategy Director, Employee Engagement, Siegel+Gale
11:40
Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin Lagonda Ltd
Future of Marketing Technology 12:00
Unilever Case Study: The Future of Marketing is… Complicated Charlie Clinton, Data & Digital Innovation Manager, Unilever
12:20
Osborne Clarke Case Study: Lights, Camera, call to Action: How to Create an In-house TV Studio and the Unexpected Benefits it can Bring Hayley Brooksbank, Head of Communications and Brand, Osborne Clarke LLP
12:40
How Combining Martech and Human Intelligence can help Build a Winning Marketing Strategy in Today’s Competitive World Paras Fatnani, Global Marketing and Communications Director, QS Quacquarelli Symonds
13:00 Lunch and Networking
Content Marketing 14:00
Hearst UK Case Study – From Print to Media Sophie Wilkinson, Head of Editorial Operations, Hearst UK
14:20
World Animal Protection Case Study: Bold and Brave. How to Stand out and make a Difference Antony Antoni, Global Brand Lead, World Animal Protection
14:40
Bauer Media Case Study: Giving Consumers the Content they Want Hanifa Dungarwalla, Group Digital Marketing Manager, Bauer Media
15:00
Searcys Case Study: Marketing Guide to Survival in the High Street Jungle Anna Fenten, Head of Brand, Marketing and Communications, Searcys
15:20
Touch Financial Case Study: Putting Customer Experience at the Centre of your Brand Richard Leader, Head of Digital, Touch Financial
15:40
The Future of Customer Engagement Tim Bond, Head of Insight, DMA
Trust and Transparency in a Digital Era
16:00 Coffee and Networking
Customer Loyalty and Personalisation 16:30
Valpak Case Study: Importance of Brand Identity in Going Digital – A Corporate Responsibility Josela Renardson, Marketing Manager, Valpak
16:50
St Giles Hotel Case Study: Inspired Joy – Enhancing Guest Experience with the Human Touch Abigail Tan-Giroud, CEO, St Giles Hotel
17:10
Canford School Case Study: Daring to be Digitally Different Philippa Scudds, Director of Marketing and Communications, Canford School
17:30 Drinks and Networking Party
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Lower Level 2 Stage
Hall 1 Understanding the Customer - Part One
HALL 1
Understanding the Customer - Part Two Multichannel Customer Journey Analytics for Marketing
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Social Media and Influencer Marketing
3 Catering
Hall 2 Future of Brand Marketing
2
Future of Marketing Technology Content Marketing Trust and Transparency in a Digital Era Customer Loyalty and Personalisation
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HALL 2
Registration
Networking Drinks To Lifts
Stage
Powered by
Stairs to Reception
Expo Hall 17.30
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Expo Hall & Refreshments 1
Contact: T: 0203 911 7558 E: douglas.mancini@critizr.com W: www.critizr.com
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7
8
4
3
Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com
Catering
3
Contact: W: www.kantar.com
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T: 01244 537204 E: sales@textlocal.com W: www.textlocal.com
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Contact: W: www.uk.mgage.com
7 1 Contact: T: 0118 207 0660 E: marketing@eptica.com W: www.eptica.com
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Contact: E: hello@inkdesk.com W: www.inkdesk.com
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Plenary Chair’s Opening Remarks
09:0009:10
Martin Hill-Wilson, Founder, Brainfood Consulting
09:1009:35
The Future of Marketing is Bright – A view by Professor Malcolm McDonald Malcolm McDonald, Professor of Marketing, Cranfield University School of Management
Plenary
Every day of our business lives we are inundated with tales of the advancing tide of technology and how it will change the role of marketing. If we embrace this technology, however, we have a fantastic opportunity to understand our markets and our customers more intimately. Even more important than this is the need to use technology to help us create value for customers and other stakeholders. This keynote will spell out the great future to be enjoyed by our profession providing we know what we need to do to put ourselves firmly back in the boardroom as the driver of strategy. Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc. He spends much of his time working with the operating boards of the world’s biggest multinational companies, such as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN and Australasia. He has written 44 books, including the best seller ‘Marketing Plans; how to prepare them; how to use them’, which has sold over half a million copies worldwide. Hundreds of his papers have been published. Apart from market segmentation, his current interests centre around the measurement of the financial impact of marketing expenditure and global best practice key account management. He is an Emeritus Professor at Cranfield and a Visiting Professor at Henley, Warwick, Aston and Bradford Business Schools. In 2006 he was listed in the UK’s Top Ten Business Consultants by the Times.
09:3510:00
How Trust and Transparency will make your Brand Loved Tom Rainsford, Director of Brand, Engagement and Culture, giffgaff A look at the role of trust and transparency in marketing. How can trust and transparency drive sales, advocacy and word of mouth? In 2019 great products and wonderful marketing simply isn’t enough. People want to buy from brands that represent their value sets and from a business that displays integrity. Add to this the complex world of personal data, brands needs to be more accountable on multiple levels than ever before. I’ll touch on all these areas, giving examples and practical takeaways. Tom Rainsford is one of the founders of giffgaff which launched in 2009. Tom is a disruptive brand ambassador and passionate creative director, steering giffgaff’s creative output since it’s inception. His common sense and courage allow creativity within the brand to be fluid. Tom has an unwavering sense of direction whilst being committed to exploring both his teams and giffgaff’s member’s opinions. Tom’s only rules are integrity and his own accountability which has created a truly recognisable identity for this inclusive brand.
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Plenary 10:0010:25
Unlocking your Hidden Experience to Drive Value (£) Colin Shaw, CEO & Founder, Beyond Philosophy There is a big difference between what customers say and what they do. The irony of moving your customer experience to the next level is that sometimes you should ignore your customers and focus on your ‘hidden’ experience. In this presentation you will learn how this hidden experience drives most value (£) for you. Colin will inform you how to discover your hidden experience and your customers behaviour to enable you to focus on what drives most ROI. Colin is acclaimed, by others, as being a world Thought Leader in customer experience and marketing. • • •
LinkedIn names Colin as one of the world’s top 150 business influencers. As a result of his work Colin has now over 276,000 followers on LinkedIn. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world. Brand Quarterly readers voted him as one of the ‘Top 50 Marketing Thought Leaders Over 50’ for two years in a row.
10:2510:55
Coffee and Networking
Networking Drinks Powered by
To celebrate a day of learning, the International Engage Awards are delighted to refresh you with a complimentary drink whilst you continue to network.
Expo Hall 17.30
Interested in entering your success story? Then head to www.EngageAwards.co.uk and be sure to enter before 15th July.
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Plenary
As a result of this and creating ROI in many of their clients, the Financial Times has recognised his company, Beyond Philosophy LLC, as ‘one of the best management consultancies in the UK’. Under Colin’s leadership Beyond Philosophy LLC has been engaged by many of the world’s most prestigious brands to help them move their customer experience to the next level. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology. Colin is a prolific blogger and has written six bestselling books on customer experience. He has appeared on CNN, BBC TV, Sky News and LBC to name a few. Colin co-hosts the highly successful podcast The Intuitive Customer.
Hall 1 10:55 11:00
Chair’s Opening Remarks Martin Hill-Wilson, Founder, Brainfood Consulting Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as a milestone towards full digital competency Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mindset and leadership capabilities, but escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low-risk evolutionary path.
Hall 1
The hubs draw together a number of competencies into a new form of working relationship. This includes the front ofďŹ ce (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.
Understanding the Customer - Part One 11:0011:20
Restoring Trust and Rewarding Customer Evangelism Katherine Brown, Head of Marketing, So-Sure Our focus is taking Insurance back to basics. We are developing the latest technology to change consumer perception of an industry based on decades of distrust and claiming horror stories. That starts with challenging the core offering to consumers, removing the small print and then redefining how we present that across all channels. We have built an unmatched customer process and by redefining that step change in all touch points, the customers can rethink the way they look at our insurance which enables our business to deliver a more cost-effective service. With customers being the focus and maintaining elevated NPS scores that far exceed our competitors, this creates a service that customers want to talk about and are rewarded greatly for doing so. Simply put, so-sure is disrupting insurance to provide consumer-centric insurance: easy, painless experience when you claim and up to 80% money back when you don’t. Katherine is experienced in global brand, marketing and leadership consultancy. She has a proven track record of successfully launching and managing brands into new international territories. Previous projects include business turnarounds and rapid growth of mature companies and multinationals. Recently she has been working with business start-ups from concepting initial brand ideas and strategic planning through to international franchise agreements. Overall she assists organisations and individuals in improving their performance in a sustainable way.
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Hall 1 11:2011:40
How do Retailers, from Printemps to Carrefour, Drive ROI from their CX and Voice of the Customer Programmes Douglas Mancini, Vice President Sales EMEA, Critizr We now live in an experience-driven world. In order to deliver the ever-changing experience our customers really want, we must systematically do four things: Listen, Respond, Understand and Act. Those who are unable to do these four things are getting left behind, whilst companies like Amazon, Apple and Google have zoomed ahead to drive customer expectations, leaving many companies with struggling bottom lines and even empty storefronts. So where do you start? Investment. But how do we justify this investment? Discover how retailers such as Printemps, Flunch and Carrefour are disrupting the retail experience by empowering those that deliver the retail experiences and how they calculate their return on CX investment. Douglas Mancini has focussed his entire 30-year career on customer experience technology. His experience spans across the largest global technology organisations and included training as a GE SixSigma Blackbelt. Douglas has embraced the concept of ‘Voice of the Customer’ at the concept’s infancy and built global teams around this focus, maximising customer value using technology. “To me, it just makes good business sense to proactively listen to your customers, continuously improve service and adapt your business accordingly. Not only to delight your existing customers but also to adapt and innovate the customer experience for the future.” Douglas leads the EMEA Sales team at Critizr and ensures the company lives up to our motto of “Customer First”.
Hall 1
11:4012:00
From “Rebuilding Trust” to “Managing Distrust” Lucian Camp, Principal, Lucian Camp Consulting Marketers in many fields – perhaps most of all in financial services – witter on endlessly about the need to “rebuild trust.” They couldn’t be more wrong. Lucian’s presentation will argue that rebuilding trust is a) impossible, b) unethical, c) unaffordable and d) unnecessary. Instead, he will say that we should be tackling a different challenge: managing relationships with suspicious, sceptical customers whose distrust can tip over at any moment into fullscale rejection. Lucian has spent most of his working life as a copywriter and creative director in creative agencies, mostly in agencies specialising in financial services. He launched, chaired and eventually sold two agencies, departing from the second, Tangible, in 2012. He then launched his one-man consulting business Lucian Camp Consulting, which provides brand. marketing and communications consultancy again to clients in financial services. He speaks and writes frequently on these and related topics, and last year published his first book on the subject, ‘No Small Change’, co-written with ex-Metro Bank and Atom Bank chairman, Anthony Thomson.
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Hall 1 Understanding the Customer - Part Two 12:0012:20
Cracking the CX Code Jamie Thorpe, Deputy Managing Director, Customer Experience, Kantar – Insights Division UK In this session Jamie will focus on the tangible impact of CX in today’s challenging customer environment. The discussion will centre on how brands are winning in CX and what happens when it all comes together. As part of this, the much debated experience gap will be addressed with a reveal on how to understand and measure the gap between the brand promise (marketing messaging) and customer experience along with how much money is being left on the table!
Hall 1
Jamie is a CX, Research and Engagement professional with over 22 years industry experience and expertise. Having worked directly with clients for the duration of his career he prides himself on developing solutions with them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need for brands to be connected with customers and of the customer’s realisation of their own value. These elements, when blended with the technologically advanced world in which we now live and the fickle, impatient customer of today, make the customer agenda more important than ever.
12:2012:40
What Happens when Customer First Design Takes a Backseat Steve Kato-Spyrou, UX Architect, John Lewis Get a blow by blow account of what has been going on on John Lewis’s website. Find out about the pros and cons of high-level strategic decisions made about the John Lewis website. Dig in a little deeper into what customer first design is starting to look like for John Lewis. Steve is giving this talk so when leadership makes far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn’t web savvy. Steve is helping develop, test, and learn thinking (that has been persistent in digital for a long time) at an organisational level. He has also designed the components for the componentisation of the John Lewis and Partners and Sky.com sites, in order to create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership level workshops, in order to push things forward and not just create circular debates.
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Hall 1 12:4013:00
CX Fixer-upper: How a Listening Audit could hold the Key to Renovating your Programme Phil Durand, Director, Customer Experience Management, Confirmit A green field site for a customer experience programme is a rare thing these days. Almost every CX professional is dealing with some legacy elements. Some which give you a great foundation to build on. Some which, let’s be kind, have seen better days. In this session, Phil Durand, Customer Experience Management Director, Confirmit will help you to look at your CX programme like a great house. A fixer-upper with tremendous potential, but probably in need of some TLC. Phil will be discussing: • • •
Ways to conduct a listening inventory to help you establish exactly what you are asking customers, where you’re asking it, and how (the results will surprise you!) How to think differently about customer feedback, focusing on connecting data not constantly collecting more Different approaches to starting your programme renovation. Whether you just need a bit of window-dressing or a total re-modelling.
Join us to learn how you can be the architect of CX success!
13:0014:00
Lunch and Networking
Multichannel Customer Journey 14:0014:20
Reinventing Customer Loyalty at Shell Michael Hominick, Marketing Manager – Retail UK, Shell Consumers’ needs and expectations are constantly evolving, and their loyalty is becoming more and more challenging to win and retain. Today’s customers expect rewards programmes that give them individualised offers, and they expect much of this at the click of button at any point in their customer journey. In this session Michael Hominick, Marketing Manager for Shell Retail UK, will discuss the strategic development of Shell Go+, an exciting new rewards programme that Shell brought in to address some of these changing customer preferences. Michael will provide insight into how a multi-billion dollar brand is putting customer needs at the centre of its offering, and look at the decision to move away from a conventional points-based system and towards a programme of instant rewards. He’ll also explore Shell’s move into home energy with the recent purchase of Shell Energy, looking at how the company’s changing customer offer influenced Go+.
Michael Hominick, Marketing Manager for Shell Retail UK, leads the team responsible for marketing Shell’s network of over one thousand retail sites across the United Kingdom. Managing fuels marketing, convenience retail and payment and loyalty propositions, he recently delivered Shell UK’s new revolutionary rewards programme – Shell Go+. Michael has been at Shell for 21 years in a variety of roles. Prior to his current role, he was the Retail Implementation Lead for Shell UK and led the rebranding and integration of 250 acquired retail sites.
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Hall 1
Phil has worked in customer experience measurement for 20 years. In his role at Confirmit, he works closely with customers to help define and design global Voice of the Customer programmes that deliver business change. He firmly believes that insight is only important when a business focuses on what it means, why it matters – and crucially – what they’re going to do about it. His real enthusiasm has always been for the creation of engaging programmes that motivate a business to improve. This is about creating a competitive advantage while staying true to the customer voices heard. He has taken roles on both the agency and client-side, developing and managing large, multi-national programmes across a range of industries including travel & tourism, automotive, utilities, finance and telecoms.
Hall 1 14:2014:40
Marketing’s Surprising New Role in Customer Journey Management Gerry Brown, Research Director, IDC Leading marketing organisations are changing their go-to market. The performance of marketing and individual marketers is now being measured not only by traditional sales funnel metrics, but also for delivering superior customer experiences. But what is the impact on marketers? IDC research reveals new insights into marketers’ customer journey management activities and emerging best practices. Join IDC CX Research Director Gerry Brown for this illuminating short presentation to find out what European marketing leaders really think and do about customer journey management – and the pitfalls marketers need to avoid.
Hall 1
Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer experience, customer communications and cross-channel engagement. Previously Gerry was a senior analyst for Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered Institute of Marketing (CIM) on its Masters-level course in strategic marketing management. Earlier in his career Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown
14:4015:00
Oxfam Case Study: Go Multichannel…Or go Home James Sutton, Audience Planner, Oxfam James will talk us through how to make the shift from a product push approach to an audience pull approach. How to use insight & analytics to shape your engagement and channel plans. A test plan which says you should test, then test it again, then again, then again. How to reach the masses, then have one to one conversations with them, serving content which entertains and inspires. What it means to plan like a sat nav with a Google-like algorithm and how Oxfam has taken this approach to their summer activity across, digital, festivals, and shops. Products are no longer used in isolation but instead the organisation focuses on finding those emotive triggers to get their audience to know, think, feel, and do. James is a marketing and branded content professional specialising in multichannel campaigns. Beginning his career in hospitality marketing before making the change to retail, James has over eight years’ experience in leading innovative campaigns. Now managing the retail engagement plans for Oxfam’s high-street and online store’s, which has seen significant growth year on year. James will be sharing with us a few of the key elements and secrets to achieving a winning multichannel campaign.
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Hall 1 Analytics for Marketing 15:0015:20
Harrison Clark Rickerbys Case Study: The Value of Using Technology Smartly, Not Smart Technology Elaine Haines, Business Development & Marketing Director, Harrison Clark Rickerbys Ltd At a time when the words trust, empathy and authenticity litter the pages of the latest leadership books and blogs how can technology continue to deliver value for marketers? As some businesses are only just beginning to adopt technologies to improve their customers’ experience and the high street retail sector continues to be challenged by retailers’ lack of adaptation to customers’ needs do we really need yet another technology challenge for business? This session will show participants how to shift market perception by focusing on the interface between human psychology, leadership and technology rather than the tech itself. Elaine will illustrate how giving people what they want and using technology smartly (not smart technology) can shift market perception, provide new customer insight and generate sales.
15:2015:40
Funding Options Case Study: Neither Art nor Science: The Craft Behind an Effective Marketing Strategy Will Pickering, Digital Marketing Manager, Funding Options Is successful marketing more ‘dark art’ or ‘exact science’? In the age of smart display, lookalike audiences and shady demographic filtering, busy marketers are seduced by appealing short-cuts to effective messaging. But our audiences – actual human beings — are less and less tolerant of chatbot grammar and poor segmentation, and bad messaging can do more harm than good. In this presentation Will offers insight into how Funding Options has reached more of the right customers through the craft of creating the right message, for the right audience, at the right time — in clear language that anyone can understand. Will is an enthusiastic generalist who doesn’t like jargon and avoids buzzwords at all costs. Over four years and four job titles at Funding Options, Will helped develop and execute an industry-leading content strategy, transforming organic search into the company’s most valuable acquisition channel. More recent expertise in PPC has seen overall acquisition cost reach record lows, while Funding Options helps more and more businesses find the right finance each month. Relentlessly inquisitive, Will is happiest where analytical meets creative, whether that’s exploring user data to optimise PPC spend, getting to grips with a new programming language, or writing music with his rock band.
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Hall 1
Entrepreneur, marketer and commercial director Elaine Haines is a passionate lifelong learner with a commitment to disruptive technology and high growth businesses. Whether bringing specialist marketing knowledge to her role as Marketing Director, acting as trustee on her charity boards or as mentor to founding entrepreneurs, she brings energy, experience and insight from many sources along with total commitment to the projects and teams she leads. A fellow of the Chartered Institute of Marketing, she started her career with Deloitte, Haskins & Sells, worked on the board of several Cambridge-based high technology companies, led Enterprise & Entrepreneurship at the University of Gloucestershire and since 2017 has been Business Development & Marketing Director for Top 100 UK Law firm, Harrison Clark Rickerbys.
Hall 1 15:4016:00
Darlington Building Society Case Study: Influencing Business Performance by Refreshing a Traditional Brand Caroline Darnbrook, Director of Products and Marketing, Darlington Building Society Find out how a traditional Building Society understood the future business challenges it faced and used the positioning of its brand to support a thriving future whilst remaining true to its values and ethos. Learn about the business outcomes following the repositioning and the plans for the future. Caroline is the Director of Products and Marketing at Darlington Building Society. Caroline joined the Society in 2014 after spending 16 years working for Clydesdale and Yorkshire Banks. Since starting at the Society Caroline has refreshed the brand and developed both a products and customer-insight function. Caroline is a member of the Chartered Institute of Marketing, is an Associate of the Chartered Institute of Bankers, and holds qualifications in Leadership and Management from Ashridge Business School.
16:0016:30
Coffee and Networking
Hall 1
Social Media and Influencer Marketing
16:3017:00
Twitter Case Study: #WhatsHappening? Joe Rice, Data & Enterprise Solutions, Twitter Twitter is the world’s largest focus group, a global, public conversation where anything and everything is discussed. Insights from the hundreds of millions of tweets sent every day can help you understand what’s happening in the world and learn about audiences important to you. Joe will discuss how to leverage this giant corpus of human thought to identify trends and changing consumer preferences and to augment customer feedback programs (VoC) and market research. Joe leads Twitter’s Data & Enterprise Solutions group based from their London office. His team helps organisations gain actionable insight from Twitter data and supports the ecosystem of partners that serve brands. Joe has been in the social world for eight years working with several social media related start-ups prior to joining Twitter. Past experiences include many years at Cisco and several years as a consultant, including a stint in international development where he tried to make the world a slightly better place. Joe mainly tweets about economics, politics and satire about economics and politics. Follow him @josephlrice
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Hall 1 17:0017:30
BT Group: Moving from Campaigns to Customer Journeys Tom Belt, CX Lead, Wunderman & Rob Curran, Chief Experience Officer, Wunderman Thompson Last year, Wunderman was appointed as the below the line agency for BT Group – the largest CRM account in the UK. Working across the BT consumer, BT Business and EE consumer businesses with a remit that covers direct mail, email and content creation, Wunderman focuses on working with BT to acquire, retain and grow its customer base. Today, we are on a journey towards transformation of all of BT’s communications by better understanding and supporting customer journeys. Wunderman Customer Experience experts, Tom Belt and Rob Curran, will share their approach that saw them analyse over 100,000 data variables, working with over 150 BT stakeholders in the process to generating over 40 actionable recommendations to improve the customer experience and build a blueprint to create the ideal customer experience.
Rob Curran is Chief Experience Officer at Wunderman Thompson advising clients such as Selfridges, BT and EY on how to design — and build — the best possible experiences for their customers and stakeholders. Rob has been building digital experiences for his entire career, first helping Groupon deal with being one of the fastest growing start-ups in history, and subsequently working in strategy and UX roles at top digital consultancies and digital agencies including RAPP and Reading Room, producing research, developing effective experiences and consulting on UX strategies. In these roles Rob has combined a background in strategy and consulting with a passion for building compelling and influential experiences for users.
17:30
Drinks and Networking Party
Entry Deadline: 15th July 27
Hall 1
Tom Belt is an Experience Lead within the Customer Experience at Wunderman, London. He oversees the CX output on BT & EE including BT Group. Tom led the ‘Early Life Revolution’ programme for BT where the first 60 days of being a BT customer was documented, analysed and solutions delivered to improve the customer experience. He has continued his work with BT by building a team of experience specialists who are working across projects from supporting BT to implement Ofcom regulations to digital transformation initiatives for BT’s Global Services arm. In his previous roles he has supported digital agency Dare to develop their experience focussed capabilities. This included defining the experience strategy for Vision Express, designing the digital experience for how EE customers upgrade their phone and working in South Africa to transform Investec’s digital real estate. After completing his Master’s Degree at Hyper Island, otherwise known as the ‘digital Harvard’, Tom has fostered an ongoing working collaboration with the school. He continues to mentor students and is an ‘Industry Leader’ within their Business Transformation module. Tom also lives an active lifestyle outside of work. He enjoys an annual pilgrimage to the Lake District in the North of England and helps to support his partner’s personal training business.
Hall 2 10:55 11:00
Chair’s Opening Remarks Helen Wilson, Global Chief Experience Officer, Ipsos
Helen re-joined Ipsos in 2013, having begun her research career there more years ago than she cares to remember. She is now Global Chief Experience Officer for Customer Experience and Mystery Shopping. Previous roles include Global Chief Marketing and Communications Officer for Ipsos Loyalty, and Managing Director of Ipsos Loyalty, UK. She has also led Ipsos’ CX Council, a forum for CX leaders to come together and ‘lead the industry debate’. Helen has significant CX research experience across a number of sectors, markets and customer types, but she ‘cut her teeth’ on b2b and that’s still where she most likes to roll up her sleeves. Helen is a frequent speaker, chair and judge at CX events. She is also one of the leaders of ‘Women in Ipsos’, a network aimed at supporting women to advance their careers and inspiring them to reach their full potential. Outside of work, Helen has four young daughters and a Fox Red Labrador – enough said! Ipsos Ipsos is a world leading market research company providing specialised services in 89 markets. They are a global leader in designing, measuring and delivering value from Customer Experience programmes. Ipsos helps organisations retain customers and recover those at risk, grow share of spend, increase advocacy and drive up operational efficiency; to ‘deliver a Return on Customer Experience Investment (ROCXI)’. Based across 50 countries, their expert CX teams help organisations at all stages of CX measurement and management, using a unique blend of research, technology, analytics and advisory solutions.
Hall 2
Future of Brand Marketing 11:0011:20
Deltatre Case Study: Understanding the Customer: How Customer Insight can drive Success in Streaming Entertainment Janis Thomas, Marketing Director, Deltatre Janis will be covering the following: •
• •
How to use a range of sources to understand your existing and potential customers: - Formal & informal - Reported & observed - Quantitative & qualitative How deep understanding of your customers’ needs helps you identify opportunities and understand how to capitalise on them How sharing that understanding of your customer throughout the organisation can drive business success.
Janis joined Deltatre, a global leader in the sport business, at the beginning of 2019. She is an expert in using digital marketing to deliver sales and revenue growth in subscription and ecommerce businesses. She has grown diverse brands from Birchbox to Playboy. She has held senior consumer marketing roles at digital media and entertainment businesses across film, TV and publishing. Janis will be responsible for leading Deltatre’s B2C marketing. This function will help Deltatre’s sport and entertainment clients grow their direct-to-consumer streaming subscription services.
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Hall 2 11:2011:40
Leading with Authenticity – Unifying the Experience for Customers and Employees Rana Brightman, Senior Strategy Director, Employee Engagement, Siegel+Gale Organisations across every sector are reacting to fundamental changes in consumer behaviour and expectations, modes of operation and new outlets to engage with customers. But while many think the challenge just focuses on the customer experience, the employee experience must sit at the forefront. With consumers expecting greater transparency and authenticity from the brands they buy, ensuring the employee experience reflects the customer experience is more critical than ever. Heading up the Employee Engagement practice in London at global brand experience firm Siegel+Gale, Senior Strategy Director Rana Brightman shares insights on delivering simplicity in the workplace, revealing your brand champions, and what organisations can be doing to develop a holistic employer brand that can supercharge growth and deliver authentic experiences for customers across every touchpoint.
Rana began her career in the world of brands more than 15 years ago as a researcher. From translating consumer and business insights into compelling brand and communication strategies, today she brings a real-world perspective to the creative solutions she develops for clients. Rana leads some of our key client engagements with a view to transforming their business with simplicity – the philosophy that sits at the heart of our work at Siegel+Gale. In her eyes, a successful brand is one that is both built on and informs business, inspires people to be at their best and delivers true, tangible impact.
11:4012:00
Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin Lagonda Ltd
Gerhard Fourie is the director of marketing and brand strategy for Aston Martin and is he responsible for global marketing, CRM and the definition and evolution of the Aston Martin and Lagonda brands. Before joining Aston Martin in 2017, he was the general manager for global brand strategy at Nissan. Gerhard joined Nissan in South Africa and worked in a number of marketing and communication roles, including a two-year secondment to TBWA. He moved to Japan to work from Nissan Motor Corporation’s headquarters in 2007, heading up marketing and brand management in emerging markets. In 2011, he took charge of global brand strategy and continued to work from Japan until moving to the UK in 2013 when a satellite office was opened in London. Gerhard holds a master’s degree in industrial and applied psychology from the University of Johannesburg.
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Hall 2
Aston Martin prides itself in creating an individually crafted car to match each owner’s requirements. Gerhard Fourie explains how the brand is building an engagement plan that feels as bespoke as the brand’s hand built cars.
Hall 2 Future of Brand Marketing 12:0012:20
Unilever Case Study: The Future of Marketing is… Complicated Charlie Clinton, Data & Digital Innovation Manager, Unilever Data. Privacy. Sustainability. Veganism. Subscription models. Social Media. Technology. Fake News. Personalisation. These trends and many more besides all ladder together to generate one unalterable reality: marketing is not now, nor will it ever be, as simple as it once was. As a result our challenge as marketers today is two-fold: to accept that (terrifying?) fact and to embrace the opportunities that the new world provides. Charlie is a digital marketing professional with combined agency and client side experience of 11 years. After several years overhauling brand ecosystems & strategy to address the basics of digital marketing (search, social, ecommerce, MarTech, media, influencers etc) Charlie’s current role is now focused on how we use data and new technologies to drive the Unilever Hair Care forward. He is firm believer that digital marketing is not distinct from traditional marketing – but that the new world of technology has transformed how we should approach the job of effectively communicating with consumers. Outside of the office (and sometimes inside) Charlie takes on occasional web development projects, plays a lot of tennis, and is a singer and musician in a wedding/function band (but he promises not to start singing on stage at the conference).
12:2012:40
Osborne Clarke Case Study: Lights, Camera, call to Action: How to Create an In-house TV Studio and the Unexpected Benefits it can Bring Hayley Brooksbank, Head of Communications and Brand, Osborne Clarke LLP
Hall 2
Like many organisations you probably have to deal with the expense, complications and time it takes to bring in external film crews when you want to create corporate videos. However good the crew, you have to find a suitable location, set everything up, book time in the diaries of your ‘on-camera talent’ (which can change at the last minute) and fork out for the day even if you only need and hour. The solution that Hayley Brooksbank, Head of Communications and Brand at Osborne Clarke, had was to build a cost effective ‘always on’ in-house film studio – OC.TV. This valuable and popular resource has both and autocue enabled ‘direct to camera’ and a conversational ‘interview’ set, plus they have in-house editing capabilities. The session will explain the journey to launch and the multiple unexpected benefits. Hayley will share with you how both the internal Brand Team and the production company who set it all up, had to go on a steep and winding learning curve to get to the end result and realise her vision. The session will cover what they learned on the way and how that will help Osborne Clarke set up their second studio – OC.TV London. Hayley has been developing brand communication programmes which deliver against business objectives for nearly 25 years. She started her career at some of the world’s premier brand strategy and design houses. After 12 years helping to develop and bring to life corporate brands for a wide range of clients including: Barclays, British Airways, Intercontinental Hotels Group, the Inland Revenue and British Heart Foundation; in 2006 she moved in-house. Since then she has been working mostly within Professional Services, with a stint at Network Rail. She has helped global business leaders and senior management teams to communicate their vision, engage employees and embed the organisational strategy. And has successfully led global marketing teams in devising and implementing multi-channel B2B brand programs.
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Hall 2 12:4013:00
How Combining Martech and Human Intelligence can Help Build a Winning Marketing Strategy in Today’s Competitive World Paras Fatnani, Global Marketing and Communications Director, QS Quacquarelli Symonds In today’s competitive environment where consumers have an abundance of choice for the same product or service, businesses are constantly trying their best to get more share of attention and improve their marketing practices within limited budgets. In this session, you will hear about how QS, a leading higher education company aims to reach and help the next billion education learners around the world by using new marketing technologies along with human intelligence effectively and how you could do the same within your companies. Paras Fatnani is Global Marketing and Communications Director at QS Quacquarelli Symonds, an international company serving the higher education sector. In this role, Paras oversees global candidate acquisition, engagement, social media marketing, and event marketing for all of QS’ B2C products. Successfully leading a team of over 60 motivated individuals and responsible for the effective deployment of a multi-million pound budget, Paras controls operations that directly reach over 70 million aspiring students annually. Paras has also contributed business strategy and marketing expertise to several entrepreneurial and non-profit ventures over the years: in December 2014, he co-founded Honey Twigs, a brand that aims to help consumers adopt healthier lifestyles by making small changes in every day eating habits by offering easy to use healthier alternatives in convenient and innovative packing solutions. In this role, Paras oversees business vision and growth, while driving the company’s global marketing and new business strategy. Prior to this, Paras was Partner & Director for International Business at FoxyMoron Worldwide Media Solutions Pvt. Ltd., a leading digital agency that holds the digital mandate for some of the world’s largest consumer brands in key consumer markets. During his tenure, Paras utilised his marketing expertise to analyse new growth markets, build international business strategy, and explore new business opportunities across the world. Since 2011, he has served as both Global Ambassador for Project Chirag, an initiative providing solar lighting to rural households without any electricity; and as India Ambassador for One Young World, a non-profit often referred to as the ‘Junior Davos’ advocating for youth empowerment and equal access to opportunity for all.
Lunch and Networking Hall 2
13:0014:00
Content Marketing 14:0014:20
Hearst UK Case Study – From Print to Media Sophie Wilkinson, Head of Editorial Operations, Hearst UK Sophie will be discussing the shift from Hearst UK’s traditional print business to a media business and the focus on revenue diversification. She will explore the importance of understanding how consumers want to be engaged with – with a focus on its digital and events business as well as looking at how Hearst nurture the relationships with consumers to create new business areas whilst also maintaining the quality and integrity of our brands. • • • •
Career began in retail (worked for Asda for 10 years in various management roles), moving into Human Resources Moved into manufacturing as Area People Manager for three years Moved to Hearst six years ago, working originally as a Senior HR Business Partner before expanding my role to cover all Editorial projects Moved fully into Head of Editorial Operations in Jan 2018. Manage the Editorial workflow system, the CMS, and all functions linked to the creation of content within our business. The majority of our business already use censhare to manage and utilise content centrally, looking at integrating our digital platforms by the end of the year.
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Hall 2 14:2014:40
World Animal Protection Case Study: Bold and Brave. How to Stand out and make a Difference Antony Antoni, Global Brand Lead, World Animal Protection In today’s world what does it take for an NGO to be defined as bold and brave? In an ever-increasing crowded and undifferentiated sector, find out how World Animal Protection has built a global animal welfare brand that has meaning and relevance when often the things they are seeking to change are either not on people’s radar or constantly being redefined. Our long-term strategic approach to tackling global animal welfare issues has not only helped set the agenda for the sector but also created a brand that is punching well above its weight and delivering impact at scale. Based on analytical data, audience insights and a strong test and learn culture, discover how World Animal Protection embarked on a journey to move the world to make a difference for animals. Antony has over 20 years’ experience of working on some of the world’s most iconic brands. During this time, he has delivered a broad spectrum of brand related projects which have built awareness and consideration and helped to grow brand equity and corporate reputation. Challenging perceptions through innovation and partnerships has always been key aspect of the strategic brand work he has led, whether it be tactical or more long term. Hear about how World Animal Protection were able to challenge perceptions of their organisation, increase visibility for one of their global campaigns and reach new audiences through a partnership with a successful mobile games developer with more than 60 million downloads under its belt.
Hall 2
14:4015:00
Bauer Media Case Study: Giving Consumers the Content they Want Hanifa Dungarwalla, Group Digital Marketing Manager, Bauer Media Hanifa will be discussing how the right content has helped to transform that way that the Direct Marketing team engage with their consumers. Leveraging the incredible content of the iconic Bauer brands to make sure that we’re giving the consumer what they want rather than what we think they want. Hanifa has worked within the field of marketing for the past twelve years, specifically for eCommerce retailers, consumer goods and FMCG brands where she has been heavily involved in the development of the short to long term strategic marketing goals of the company. She is a hard working individual who uses creativity and initiative to solve problems and develop new ideas. Hanifa likes to succeed in any challenge that she undertakes. She likes to see projects through to their end and am not afraid to take appropriate risks; she aims to learn from her mistakes while evaluating all her work. Having worked full time since leaving school, as well as studying towards a Master’s in Business Administration and Doctorate (in progress) has meant that she has developed a keen understanding of time management, as well as learning how to work under pressure and to deadlines.
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Hall 2 Trust and Transparency in a Digital Era 15:0015:20
Searcys Case Study: Marketing Guide to Survival in the High Street Jungle Anna Fenten, Head of Brand, Marketing and Communications, Searcys The recent Searcys rebrand has been an opportunity to assert our sense of purpose and strategic intent, creating clarity in the marketplace. Our core values of never compromising on quality and focusing on provenance, expertise, craft and people go hand in hand with a series of new pledges across our restaurants, bars and event venues, ensuring sustainability is at the heart of our business. The brand proposition development was driven by an in-depth benchmarking study, developed in partnership with the research company Future Thinking. The insight focuses on out-of-home dining, leading us to articulate our brand and communications strategy, as well as the focus on customer loyalty key drivers. This has contributed to the business turnaround in a competitive high street and events markets. Recent case studies at St Pancras Brasserie and Champagne Bar, and the Gherkin show we are already making an impact, with sales growth up to 23% year-on-year. As Searcys’ Head of Brand, Marketing and Communications, Anna looks after B2B and B2C proposition for one of the oldest hospitality and restaurant groups in the UK. She has a successful track record of developing and implementing brand strategy that achieves business and commercial objectives. She re-launched five leading brands, including Levy UK, Sodexo Prestige and Searcys.
15:2015:40
Touch Financial Case Study: Putting Customer Experience at the Centre of your Brand Richard Leader, Head of Digital, Touch Financial
Richard is a highly experienced digital marketer, who has worked in both B2B and B2C industries. At online business finance broker Funding Options, Richard’s rebrand work won the Credit Strategy Award for Best Rebrand. Prior to that, Richard worked to improve overall customer experience and retention at TalkTalk. He has held a range of senior positions in financial services business and has led digital consulting projects in a number of government departments. Richard is now Head of Digital at the UK’s largest Invoice Finance specialist Touch Financial, where he is building a team to lead the business’ digital transformation.
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Hall 2
Good branding isn’t about who has the best logo, it’s about understanding the needs of your customer and using them to create an emotional connection. Whether B2B or B2C, your brand needs to speak to customers on an individual level.
Hall 2 15:4016:00
The Future of Customer Engagement Tim Bond, Head of Insight, DMA The most successful brands put excellent customer engagement at the heart of what they do. In an increasingly connected digital world, the ways and means for brands to contact customers has increased exponentially, but what does the future look like? In this presentation Tim will take you through the DMA’s ‘Future trends 2019’ research findings into the relationship between brands and customers. The findings reveal how consumers are starting to accept the technology that brands have been implementing in recent years, but marketers are feeling a measure of anxiety about how and which new applications to invest in – whether it’s chatbots, smart assistants, AR/VR or gamification – there is clear consumer interest. A social scientist by training and a communications professional by trade, Tim now combines these two fields in his role within the DMA group. He has an MA in Sociology from Aberdeen University and over the last decade, he has continued to utilise this social sciences background to develop research campaigns across a range of sectors. A key part of his role at the DMA is developing actionable insight for the data-driven marketing industry, which also supports the association’s core belief in putting the customer first and leading the business sector in creativity and innovation.
16:0016:30
Coffee and Networking
Hall 2
Customer Loyalty and Personalisation
16:3016:50
Valpak Case Study: Importance of Brand Identity in Going Digital – A Corporate Responsibility Josela Renardson, Marketing Manager, Valpak To market today, one must become an expert juggler and delegate well. Unless you’re lucky enough to have an all singing and dancing marketing department, going digital is not just a job for marketeers; it is a job for the whole business. From picking the right software, being compliant with data protection regulations, content creation and real time responses – all hands on-deck is required. So, who do you really need to engage with to gain traction and how do you get your colleagues to respond? As marketeers we know it makes sense to go digital, but in doing so it is easy to get distracted as to why we’re actually doing it. Having your brand DNA embedded in your business and understanding your business objectives is now more important than ever, as it is the glue that binds everyone to action. Josela Renardson, Marketing Manager at Valpak Limited, is responsible for conveying complex information about Producer Responsibility Regulations and the solutions to simplify it. She is often described as a visionary, creative in her approach and always adaptable to change. Over the past 12 years, her experience includes; team management and getting stakeholders to respond, database management and analysis, project management and more recently implementing change in a business. Josela holds a Post Graduate Diploma in Applied Management from Warwick Business School and enjoys collecting lessons learned from on the job experiences, partners, and colleagues.
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Hall 2 16:5017:10
St Giles Hotel Case Study: Inspired Joy – Enhancing Guest Experience with the Human Touch Abigail Tan-Giroud, CEO, St Giles Hotel “Making the human connection central to the guest experience is a top priority at St Giles Hotels. Through careful observation and listening, we anticipate a guest’s needs by getting to the heart of what they really want in their experience…and it’s often the case that what’s not said is the most important, so we’ve made it our focus to fulfil guest requests in surprising ways that are personal, memorable and joyful.” Abigail Tan-Giroud is not your average hotelier, because apart from being born into a renowned hospitality family and having deep roots and passion for the industry, in her spare time you may find her flying a helicopter, playing the electric guitar, boxing at 6am, or doing some form of sport, riding a motorcycle, completing Tough Mudder, or most likely, eating. Her youth, energy, and adventurous nature are what drive the uniqueness of the brand and company culture, as she believes that passion and excitement has to live in everything that we do, especially our work. Passion has to be nurtured, and hospitality needs to be a way of life and not simply a job. As she would put it, passion for people, and her team are her passion.
17:1017:30
Daring to be Digitally Different Philippa Scudds, Director of Marketing and Communications, Canford School School websites have historically been weighted in structure and content towards pupil recruitment – perhaps not surprising, in view of the nature of the business. But as a result, other core stakeholders such as current and former pupils and their families, community link groups and members of school facilities open to the general public such as a sports centre or golf club have been somewhat sidelined – an unthinkable concept in other industries.
Philippa Scudds has over two decades’ experience working in marketing and communications across a diverse spectrum of business and industry sectors. A Chartered Marketer, she established her career in the city, both in-house and agency side, and gained a reputation for delivering original and successful communications strategies for major PLCs and SMEs. Since 2003, she has specialised in the world of education, working with schools and colleges to develop effective marketing and communications campaigns which have increasingly focused on digital engagement, harnessing new technologies to reach potential customers and maximise on the user experience. For the past eight years Philippa has combined consultancy advice through her company Cathcart Communications www.cathcomms.co.uk with an in-house role as Director of Marketing and Communications at Canford www.canford.com, among the top co-educational boarding schools in the UK based in Dorset. The school is currently enjoying the highest pupil roll in its history and has a diverse stakeholder base to satisfy, comprising not only parents but also a wide range of customers making use of various commercial facilities and enterprises. Reflecting the rapidly changing nature of both customer needs and digital marketing techniques, she has launched three new websites for the school during her time there, alongside establishing a social media presence. As a result, Canford was a finalist in the Engage Business Awards last year for the quality of its innovative customer communications through use of technology.
17:30
Drinks and Networking Party
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Hall 2
In this presentation, Philippa will explain how Canford dared to be different and broke the mould with a website format now being replicated by some of its main competitors. Philippa will talk through the journey the school took to bring its new site from concept to reality, reflective of the brand and its values while satisfying the entire diverse stakeholder base.
Following on from the success of Engage Business Media’s 2018 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2019 to the International Engage Awards. The new moniker is an acknowledgement of the increasingly global spread of organisations wanting to enter what is now firmly recognised as the only customer and employee engagement Awards programme. The 2019 International Engage Awards will include a record number of 20 categories, nine of them brand new to the programme, and will cover every conceivable aspect of customer and employee engagement, and including for the first time a coveted Lifetime Achievement Award. So, if you’ve achieved great things with your engagement initiatives, the Engage Awards are perfect for you. We’re open for entries until the 15th July, so don’t miss out on recognising your efforts. We wish you the best of luck with your entries.
2018 Sponsors
Entry Deadli ne: 15th July Categories BEST USE OF TRAINING
BEST BUSINESS BEST EMPLOYEE TRANSFORMATION CENTRIC STRATEGY STRATEGY
BEST ENGAGEMENT IN UTILITIES AND TELCOS
BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT
BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT
BEST USE OF VOICE OF THE CUSTOMER
BEST USE OF VOICE OF THE EMPLOYEE
BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT
BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT
BEST INTERNAL COMMUNICATIONS STRATEGY
BEST OUTSOURCING PARTNERSHIP
BEST DIGITAL ENGAGEMENT STRATEGY
BEST ENGAGEMENT TEAM
BEST USE OF AUTOMATION
BEST CUSTOMER AND EMPLOYEE ENGAGEMENT PROGRAMME
BEST ENGAGEMENT IN CONSUMER RETAIL
BEST OMNICHANNEL CUSTOMER EXPERIENCE
LIFETIME CONTRIBUTION AWARD
BEST USE OF CUSTOMER INSIGHT
EngageAwards.co.uk
The International Engage Awards: The Global Maker of Award-winning Brands The annual International Engage Awards celebrates the successes of our community of industry-leaders across a variety of sectors. The 2019 event marks the fourth year of the awards, and will host a record number of 20 categories, covering all aspects of customer and employee engagement, including the new coveted Lifetime Achievement Award. This event presents entrants with the chance to gain esteemed recognition for their achievements, and end the night as award-winning companies.
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his will be the first year the event will be called the International Engage Awards, acknowledging the increasingly global spread of organisations submitting entries to the November event: the only customer and employee engagement awards programme.
Elizabeth Akass Editor Engage Business Media
This follows the 2018 Engage Awards which was a huge success, breaking records across the board, including in the number of submitted entries, the number of companies entering, the number of attendees, and more. There were 19 total winners in 2018, including Elon Woodman-Worrell from The Times and Sunday Times winning Employee Engagement Professional of the Year, Federica Silvi from Reward Gateway winning Customer Engagement Professional of the Year, Marks & Spencer International winning Best use of Voice of the Customer, Argos winning Best use of Social Media, Direct Line winning Best use of Voice of the Employee, Northumbrian Water Group winning Best use of Innovation in Employee Engagement and Best use of Technology in Employee Engagement, and many more. The utilities sector also proved particularly successful across several categories. Federica Silvi told us: ‘I’m feeling proud, and very excited’; Northumbrian Water Group said the experience was:
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‘Amazing. We’re ecstatic, this is just absolutely fantastic recognition for all of the hard work from everyone at our company’. Direct Line said: ‘It’s fantastic. We’re a company of 11,000 people with brilliant ideas, and this is absolutely proof of the worth of that’, and Marks & Spencer stated: ‘It’s a great honour to win an award for the amount of work that we’ve put in over the past four years’.
range of companies represented by the judges, from Stuart Eames at Waitrose, to Anna Wilcox at Bupa, Stephen Robertson at The Big Issue Foundation, Ramkumar Chandrasekaran from Tata Consultancy Services, Heather Mustafa from Nationwide Building Society, and more, with 21 judges overall. Their input and expertise during the judging process will be invaluable, and thereafter we will be honoured to award this year’s winners in November.
Categories relating to innovation and technology proved the most popular to enter in 2018, aligning with the overarching themes of all our events. For 2019, there will be nine new categories, which consist of: Best Employee Centric Strategy, Best Internal Communications Strategy, Best Digital Engagement Strategy, Best Engagement Team, Best use of Automation, Best Customer and Employee Engagement Programme, Best Omnichannel Customer Experience, Best use of Customer Insight, and the Lifetime Contribution Award. We are delighted to reward outstanding industry achievements in these areas for the first time.
There are numerous benefits to entering the International Engage Awards. There is the chance to become an award-winning company which will boost your brand’s status and marketability, associating your business and brand with industry-leading business excellence, aligning yourself with industry-wide recognition and association to these prestigious awards, and building and developing long-term relationships and networking with leading industry figures. In addition, supporting, celebrating, and recognising your workforce, being a part of the industry benchmarking and recognition programme, extensive exposure to the Engage CX Marketing, Engage Customer and Engage Employee communities, and long-term branding and association with fellow award winners. Finally, internally at your organisation, entering could build a team culture among staff, and enhance employee engagement, motivation, and boost morale.
These will join the already established categories from previous years. This includes: Best use of Training, Best Business Transformation Strategy, Best Engagement in Utilities and Telcos, Best use of Innovation in Customer Engagement, Best use of Innovation in Employee Engagement, Best use of Voice of the Customer, Best use of Voice of the Employee, Best use of Technology in Employee Engagement, Best use of Technology in Customer Engagement, Best Outsourcing Partnership, and Best Engagement in Customer Retail.
The International Engagement Awards take place on 11th November 2019. Entries close on 15th July. To find out more, visit www.EngageAwards.co.uk.
We are thrilled to announce our calibre of judges for 2019, many of whom have judged for us in previous years; the new judges joining us for the first time this year have also been identified as leaders and experts in their fields. There are a huge
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11-12 NOV I WESTMINSTER PARK PLAZA I LONDON
Our 2019 Summit will be held over two days for the second time, and is set to be the biggest and best yet The overarching theme of our flagship Summit this year is the critical importance of TRUST in an age of uncertainty and disruption. The Summit will examine TRUST from all possible angles relating to both our customers and our colleagues
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“The day never lost momentum and I was truly inspired – I’ll definitely be back next year” CX Director, Marks & Spencer
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Why customer memories are more important to your CX I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience.
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e discussed the importance of memory for a customer experience and the influences on how we remember things in our latest podcast. We don’t choose between experiences; we choose between the memories of experiences. That is why helping your customers have a wonderful memory of your experience is essential. Our memories are imperfect, and our brains favour certain types of information when making memories. Therefore, it’s not necessarily the case that a good experience translates into an equally good memory or vice versa. You can remember things as being better or worse than they are. Therefore, you must understand how memories work. If you don’t, you may be managing the wrong metrics in your customer experience.
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How Memory Works A significant reason Discount Tackle gets my business is the Peak-End Rule. Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorised that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. From a customer experience design perspective, you should know where the peak emotion occurs during your customer journey and how the experience ends. Also, you should ensure customers feel at these moments the emotion that delivers value for your organisation. The peak-end rule applies specifically to evaluative memory, which is a retrospective evaluation. In other words, you had an experience, and you’re looking back on it. The peak-end rule is how you decide whether an experience was good or bad. Research suggests that if you measure
people’s reactions to an experience second by second, like with a dial they can turn to indicate how they feel, then throw the peak and end emotion into a model, it is predictive of how people will evaluate the experience. However, that’s not the only way of evaluating and thinking about an experience. Episodic memory or self-referential memory, is autobiographical. In this type of memory, it’s not whether or not you liked it or if it was good or bad, it’s what you remember about the past experiences. For example, when I am talking about Discount Tackle, I remember that the store has what I need and could help me find it if I couldn’t find it myself. Also, I recall laughing and joking with the people who work there, other fishermen, like myself, bonding over our shared interest in catching fish on the open sea. These details are from different experiences, but together, they create my memory of the shop.
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It is like a fishing net. Episodic memory is a bunch of individual bits of data that are all tied together in a network like a fishing net. It helps if you picture the data points as being the knots in the net and then the network between them is all of the rope strands connecting the knots. When you remember something, it does not happen in isolation. Instead, that idea is pulled up to the surface, along with everything that’s closely connected to it.
Colin Shaw CEO & Founder Beyond Philosophy LLC
To illustrate what I mean, imagine you have a fishing net on the floor, and you pick up one knot and pull it up two feet. That knot you are holding in your fingertips is the highest point, but the other knots that are connected to it are up in the air, too, dangling below it. In academia, this concept is called spreading activation. You’re initiating some central idea (the knot in your fingertips), and then there’s this activation that spreads out from that central idea (the knots that are dangling below it connected by the ropes). The data points in your customers fishing nets vary. To give you some examples, they could be: • • • •
An experience they had with you two weeks ago A billboard they saw on the freeway that made them laugh An email from the company in their inbox with a good offer Your name associated with a philanthropic news story they saw, scrolled past or streamed
Each of those knots is part of your customers’ fishing net. They influence how they think about the company or brand. We use this fishing net metaphor and the spreading activation model for a couple of reasons: 1. In our customer experience strategy, we need to know how this net is created. Since brands exist in the mind of your customer, what are the things they remember about yours? 2. When we are managing our brand, we need to control what’s in the fishing net. You must ensure the emotional parts of an experience are feelings that drive value, e.g., more revenue, increased Net Promoter Score, or whatever is valuable to your organization. Much of what makes up episodic memory exists in the subconscious, ‘under the water’ of your conscious mind. When you remember something, those bits of information are pulled above the surface.
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You might even be conscious of several of these data points as they’re all pulled up out of the subconscious with your initial memory. However, even the stuff you are not aware of is also more active as it is pulled closer to the surface. These subconscious memories have a significant influence on you. Memories tend to be multisensory, self-referential, and part of your autobiographical history. When you connect brands and customer experience, think about what goes into that fishing net, what contributes to your customers’ memories, and what gets remembered about your experience. You can have this slick branding strategy through integrated marketing communications, package design, and other details, but if your customer experience is different, you have blown your entire plan. Customer feelings are powerful and tend to dominate a fishing net of episodic memory. So, if you’re not managing your customer experience as part of your branding initiative, what are you doing?
Forming Properly-Branded Experience Memories Requires Consistency Memories are shaped by that automatic part of our brain that notices things co-occurring and ties them together. It is the result of repetition and reinforcement. When you are building a brand, you want to make a brand promise and repeat it over and over again. That’s why being consistent over time can be challenging for brand managers who are driven to try something new and like to ‘shake things up a bit.’ That’s not a winning strategy for memories.
memorise your part for the school play? You read it over and over and over again to get it stuck in your brain. That’s the way memory works. Your job is to write the customer experience script and memorise it. Then, put on your play every day with every customer. It would be wise to figure out what you want your customer experiences to mean to people, what you want them to remember about those experiences, and be consistent about that. Ensure that every time people have an encounter with your organisation or with your brand that those elements you want remembered are there and repeated consistently— because that’s how you win playing the memory game. There are some key questions that we always ask our clients at the beginning of any engagement with them: •
What’s the experience that you’re trying to deliver? Define it to have your entire team reading from the same script.
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What emotions are you trying to evoke? These emotions should occur at the peak moment in the experience and the end, and they should drive value for you.
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How will you deliver these emotions consistently? See what you’re doing in the moments of your experience today, learn how it feels to be a customer, and discover how you can improve.
We don’t choose between experiences; we choose between the memories of experiences. This fundamental concept is why it is vital to create a memory that makes your customers feel the way you want. Have them fill their net with good emotions, leaving you to reel them in with a customer experience that delivers time after time.
Remember elementary school when you needed to
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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. Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com
While most companies now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer. Current metrics and systems provide a rough guide to what customers are saying, but don’t give insight into why they are behaving in particular ways or deliver a true, real-time picture of their emotions. vecko, a new Customer Intelligence tool from Eptica, automatically converts digital conversations from both indirect and solicited feedback, into actionable insights that advance CX and add value to your business. Built on Eptica’s 18 years of experience in delivering multilingual customer engagement solutions, vecko’s advanced AI-powered innovation enables a deeper understanding of customer behaviour, emotions, risks of churn, intent and more. Designed to ‘democratise’ customer insight, vecko makes it easy to share customer experience intelligence across departments through intuitive, role-based dashboards, breaking down silos and enabling brands to make better business decisions, improve CX and generate immediate ROI. Contact: T: 0118 207 0660 E: marketing@eptica.com W: www.eptica.com
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Critizr helps retailers improve the Customer Experience they deliver, based on real-time feedback collected from over 20 different channels and at every point along the Customer Journey. Our Customer Experience Management platform has been rolled out to 30,000 establishments across 20 different industries. It enables them to analyse their strengths and areas for improvement, optimise their digital storefront, and start a conversation to personalise the Customer Relationship— all at both the local and HQ level. Our cloud-based platform supercharges your Voice of the Customer (VoC) initiative. Critizr is used by most of the biggest stores in France such as Carrefour, Credit Mutuel, Thomas Cook, Nocibe, Galeries Lafayette and Flunch. Contact: Douglas Mancini, Vice President Sales EMEA T: 0203 911 7558 E: douglas.mancini@critizr.com W: www.critizr.com
Inkdesk is a fully managed B2B prospecting service with a difference. We not only source and validate the data you need for a successful campaign, but also write letters by hand and mail them directly to your prospect. Unlike most direct mail marketing, your handwritten letter will never be ignored or end up straight in the bin. Inkdesk drastically boosts your response rates by providing the human touch that makes your prospect feel valued. We make sure every one of your bespoke handwritten letters are well-presented, working with you to craft your content for maximum impact, and verifying each prospect’s details by hand to ensure each letter lands on their desk Contact: E: hello@inkdesk.com W: www.inkdesk.com
Sponsors
Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, Kantar’s 30,000 people help the world’s leading organisations succeed and grow. Contact: W: www.kantar.com
Brands create powerful and interactive connections with their customers using mGage`s innovative messaging solutions. We are a tier-1 aggregator with direct connections to all major US and UK carriers and 600 connections delivering to 150 countries. We partner with enterprises to deliver high volume timesensitive, transactional and promotional messages across key messaging channels including SMS, RCS and Push. We also provide mobile payment solutions such as Direct Carrier Billing (DCB), allowing consumers to pay for digital content and services using their mobile phone. This is all backed by decades of experience, state-of-theart infrastructure and the most comprehensive support available. Contact: W: www.uk.mgage.com
We believe in the power of simplicity At Siegel+Gale, we own it, defend it and live by it. We’re a brand strategy, design and experience firm. With unlimited imagination and a dedication to the facts, we build brands that cut through the clutter—and unlock success for our clients. Contact: E: london@siegelgale.com W: www.siegelgale.com
Textlocal is the market leader of cloud SMS and digital messaging software for businesses looking to maximise on mobile channels, in a marketplace which is seeing exponential growth. Multichannel mobile messaging is the key to creating a seamless customer experience across online and in-store. Textlocal’s product suite meets the needs of communication via all mobile messaging channels through their SMS platform. The suite also includes IMIchat to support contact centre customer conversations and IMIconnect to streamline customer interaction automation. Contact: Natasha Deafffern T: 01244 537204 E: sales@textlocal.com W: www.textlocal.com
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Notes
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EBM Group events CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE
INTERNAL COMMUNICATIONS CONFERENCE
THURSDAY 11 JULY 2019 RIVERBANK PARK PLAZA, LONDON
TUESDAY 17 SEPTEMBER 2019 VICTORIA PARK PLAZA, LONDON
Understand how you can help to shape and evolve your business in the growing digital world
The critical employee engagement role too often neglected by HR
ENGAGE FOCUS GROUPS
CUSTOMER ENGAGEMENT SUMMIT 2019
THURSDAY 26 SEPTEMBER 2019 HILTON LONDON HEATHROW A platform where like-minded professionals come together
ENGAGE AWARDS 2019 MONDAY 11 NOVEMBER 2019 WESTMINSTER PARK PLAZA, LONDON International Engage Awards 2019
11 & 12 NOVEMBER 2019 WESTMINSTER PARK PLAZA, LONDON Held over two days, the Customer Engagement Summit will be the biggest and best yet
FUTURE OF THE CONTACT CENTRE CONFERENCE TUESDAY 13 FEBRUARY 2020 VICTORIA PARK PLAZA, LONDON Contact centres are ideally placed to become the beating heart of an organisation
DIGITAL WORKPLACE CONFERENCE
EMPLOYEE WELLBEING CONFERENCE
THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON
THURSDAY 12 MARCH 2020 VICTORIA PARK PLAZA, LONDON
Now is the time to equip your organisation for the digital workplace revolution
The critical importance of the wellbeing of our colleagues
EMPLOYEE ENGAGEMENT SUMMIT 2020 FRIDAY 15 MAY 2020 RIVERBANK PARK PLAZA, LONDON Europe's Biggest Employee Engagement Event has now moved to a larger venue
www.ebm.media Live events proudly organised by Engage Business Media Ltd
01932 506 300 (press 1) tickets@ebm.media EngageCxMarketing.com