2021 Virtual Future of the Contact Centre Preview Guide

Your Guide To What’s On

10-11 FEB 2021

The evolution of customer contact in a rapidly changing environment 2021 Sponsors

ContactCentreConference.com @EngageCustomer #EngageConferences

ORGANISED BY:

Two Day Virtual Event

Welcome The Evolution of Customer Contact in a Rapidly Changing Environment

Networking with Peers

Virtual Round Table Sessions

Case Study Presentations

1-2-1 Meetings

In times of unprecedented and fast-moving changes in our customers’ and our colleagues’ preferences, priorities and behaviours, contact centres are more than ever the beating heart of an organisation’s customer engagement strategy. Our CPD accredited virtual Future of the Contact Centre conference will bring into sharp focus these profound changes in the world of customer contact, and highlight the evolving mix of technologies, processes and people in an uncertain business environment.

of case studies, panel discussions and in-depth interviews with industry leaders, a raft of world-class content in a virtual environment - where they will be able to log off with all the tools, strategies and techniques they need to deliver successful contact centre strategies for the future.

Our 2021 conference, presented live and exclusively from our own TV studio set-up, is designed to deliver to our delegates, through a mix

30 Presentations

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Future of the Contact Centre Conference is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

2 Esher Road, Hersham, Surrey, KT12 4JY Company Registration No. 8636460

Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage, and the changing face of the contact centre is at the sharp end when it comes to linking the voice of our colleagues to the voice of our customers. We look forward to having you tune in for the seventh Future of the Contact Centre conference in 2021.

2021 Speakers Include:

Paul Joesbury

Mark Billingham

Danni Rush

David Ashmore

Scott Brown

Colin Crowley

Commercial Operations Director Homeserve

Group Customer Operations Director Shop Direct

Chief Customer Officer Virgin Experience Days

Director Housing and Transformation Coventry City Council

Head of Worldwide GTM Productivity Applications Amazon Web Services

VP of Customer Experience Freshly Inc.

Gabriele Masili

James Leech

Praveen Moturu

Andy Kingston

Kate Birtles

Kevin Morley

VP & Chief Technology Officer, Customer Experience & Success Microsoft

Head of Contact Centre Transformation Sainsburys

Vice President, Chief Enterprise Architect Mars

Head of Offshore Contact Centres and Conversational Banking HSBC

Customer Service Director Biffa

Deputy Director, Customer Service Crown Commercial Service

2021 Speakers Include:

Renzo Urzua

Claire Honeyman

Mark Adams

Michael McCarthy

Ashutosh Pandey

Ian Schmehl

Global Contact Center Training Manager Mastercard

Head of Customer Experience Virgin Experience Days

Member Services Director Pure Planet

Vice President Customer Virgin Media Ireland

Global Head of QBE and Process Reengineering Nokia

Vice President Customer and Enterprise Care AT&T Mexico

Gavin Morden

Lily Stein

Bob Stella

Moira Clark

Martin Hill-Wilson

Gerry Brown

Head Of Customer Service, Operations & Change The Share Centre

Operations Lead Octopus Energy

Operational Effectiveness Manager KBC Bank Ireland

Director of the Henley Centre for Customer Management Henley Business School

Founder Brainfood Consulting

Chief Customer Rescue Officer Customer Lifeguard

Network with over 300 peers A.F. Blakemore & Son Ltd • AAT • Aditus • AEG Europe/The O2 • Aesthisis • Air France KLM • Airbnb • Allianz • Ana Foster • AVIVA • Barclays • BCA Marketplace PLC • Beauty Bay • BGL Group • BMG Research • BMW Group • BNP Paribas Personal Finance • Booking.com • Bosch • Bosch Thermotechnology • Bought By Many • Brainfood Consulting • British Gas • British Heart Foundation • British telecommunications Plc. • British Transport Police • Bromford • bryan@getcoverly.com • BSH Home Appliances Ltd • BT • BT Consumer • Bupa Global • Bupa UK • Cabot Financial • Camelot UK Lotteries Ltd • Canada Life • Capgemini • Capital One • Capital One (Europe) PLC • Care UK • Catalyst • Catalyst Housing • Census Life • Centrica • Chester Zoo • Clarabridge • Click Travel • CNG ltd • Comdata • Comotion • Concentrix • Co-op • Costa Coffee • Costco Online • Costco.co.uk • Courthouse Hotel • Coverly • Crawley Borough Council • Crown Commerical Service • Customer Lifeguard • CXellence Consulting • Direct Line Group • Dixons Carphone • DKMS Foundation • Douglas Jackson • Dow Jones • Drover • DSX • Dwellant • East Midlands Shared Services • Easyjet • easyJet Airline Company Limited • EE/BT • eGain • Elavon • Electric Ireland • Endava • England & Wales Cricket Board • Enotria & Coe • Ernst & Young LLP • ESB • FFS Ltd • Fidelity International • Flatfair • Forrester Research • Friends of the Earth • Future Banking Group • Futures Housing Group • Gedling Borough Council • GES • Giant Group • GIC • Giftyenright.com • Global Water Intelligence • go-centric • H&F CCG NHS TRUST • Health in Check • Heathrow Airport Limited • HireRight • Historic Royal Palaces • HMCTS • HMRC • Holiday Extras • Honeycomb Group • Houst • HSBC • Igloo Energy • IKEA • Innov8tor • Innovations for Learning • IP Integration • James Walker Group • John Lewis • JustPark • KBC Bank Ireland • Knauf UK GmbH • Kruger Cowne • L F Engineering • LaunchPad Recruits • Leaders Romans Group • LexisNexis • Liberty Mutual Insurance • Lifeplus • Lifeplus Europe Ltd • London Borough of Barking • LV= • Lyst • Mac Cosmetics • MarketforceLive • Marks and Spencer, TCS • Mason Advisory • Mercedes Benz Financial Services • Merlin Entertainments • Metropolitan Police Service • MG Motor • MHA • Micro Scooters Ltd • Microsoft • Milton Keynes Council • Monese • Motability Operations • Mr • Naked Wines • National Police Chiefs Council • NBox • Newday • News UK • Next plc • NHS Shared Business Services • Northumbrian Water • npower • NSPCC • OBS • OneFamily • ONTV Ltd. • Operations Manager • Pall • Panasonic • ParkVia • Pertemps Recruitment • Pfizer • Philip Morris International • Places for People • Plusnet • PMI • Pobl • Policy Expert • PPG • Prolog Fuliflment • RCI Financial Services • Reach Plc • Reed Online • Renault • Rosebery Housing Association • Royal Opera House • RSA • Sainsbury's Argos • Salary Finance • Samsung Electronics • Santa Fe Relocation • Santander Consumer Finance • SAS ENERGY • Schuh • Scope • Seasalt Cornwall • Sedgwick • Severn Trent • Simply Business • Simplyhealth • Sky • Social Retail Group • Sopra Steria • Southwark Council • Sovereign Housing Assoc • SPD • Spicerhaart Group Services • SSCL • St Giles Hotels • Strategy Hand • Studio Retail • Sussex Community Foundation NHS Trust • tails.com • TeamUltra • Telefonica/O2 UK • The AA • The Coza Group • The Design Business • The Entertainer • The ESP Group • The Guardian • The LEGO Group • The PHA Group • The Share Centre • Thompsons Solicitors • Thrive • Translink • TUI • Twitter • Tyl By NatWest • Unicef UK • Unique and Inclusive Wellbeing • United Christian Broadcasters • Universal Smartcards • Usmaart • Verbio • Vinted UAB • Virgin Holidays • Virgin Media • Vita Health Group • VIVID • Vizolution • Vodafone Business • Volkswagen Group • Vue • Warwickshire County Council • Wayfair • Webhelp • Westminster City Council • WhatClinic • Window Ware • Worcester Bosch • Workwise Ergonomics • Worldpay • WorldRemit • Worthing Homes • Wright Hassall • Zoological Society of London • ZSL • Zuto

Day 1 - 10 February 10:00 - 10:05

Studio Host Welcome

10:05 - 10:25

Martin Hill-Wilson, Brainfood Consulting

Mastercard Case Study: The new kid on the contact centre block Renzo Urzua, Mastercard

LIVE! From the Engage Customer studio, Martin Hill-Wilson, Founder of Brainfood Consulting opens the Virtual Future of the Contact Centre Conference under the overarching title of ‘The evolution of customer contact in a rapidly changing environment’, which will be filled with a whole host of organisations ranging from Amazon to Nokia, to Sainsburys to The Very Group, describing among other things how they have dealt with the unprecedented times of the pandemic, with the literally overnight move from working in the office to working at home.

Martin is a leading customer engagement and digital business strategist and 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, loweffort customer experience, social customer service, and customer hubs.

All themed around service innovation. 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 mind-set and leadership capabilities. But how to 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. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (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.

Mastercard is new to the contact centre world as they have historically outsourced their cardholder programme services to 37 locations around the world. Just before the global pandemic impacted the world, Mastercard set up its first 24/7 consumer contact centre out of their technology hub. Renzo will be looking at the profound impact the pandemic has had and look to the future as the organisation anticipates a surge in demand with customers resuming travelling as vaccines kick in.

Renzo works currently in Training and Design Implementation for Mastercard Global Contact Centre organization. In this role, Renzo liaises with 37 different BPO’s globally, to ensure these contact centres are aligned with Mastercards global strategy. This includes implementation and alignment of universal resources and systems. Renzo has more than 18 years of experience in Management, Training and Quality across different call centers including commercial and consumer finance, sales, insurance, Direct TV and charities.

10:45 - 11:05

Pure Planet Case Study: Digital service design Mark Adams, Pure Planet Pure Planet is a renewable energy supplier, delivering a digital first service to its Members. In this session I’ll talk about our service design, including some of our learnings and how we’ve designed our contact centre to allow freedom, curiosity and no targets for our people.

Mark has extensive experience working in customer service environments and contact centres, always focused on service design, delivery and improvement, ensuring the optimum experience is consistently delivered.

He's worked with a diverse portfolio of companies in consultant and permanent roles including the BBC, the Financial Conduct Authority, OVO, Which?, Virgin Mobile and now as Member Services Director at Pure Planet where he's designed and delivered their service strategy.

Day 1 - 10 February 11:25 - 11:55

Coffee and Meet the Sponsors

11:55 - 12:15

The Very Group Case Study: Transforming Contact

Ashutosh Pandey is the Global head of QBE and Process Reengineering with Nokia, based in London UK. As a Transformation and Turnaround Leader, he has successfully delivered cost intensive projects bringing in more than 1 Billion Euro savings globally. He is a Certified Lean Six Sigma Master Black Belt from General Electric GE (CMBB), ASQ Certified Manager for Quality & Organizational Excellence (CMQ/OE), ASQ Certified Quality Auditor (CQA), Certified Business Excellence Assessor (CBEA) on EFQM model, a Master Project Manager (MPM) and a Fellow Chartered Manager (FCMI) Ashutosh is recognized as an expert in Business Transformation, Process Reengineering, Quality Management and Lean Six Sigma and has been a leading panelist and a key speaker at multiple international forums globally. As a trainer, he has trained more than 5000 experts in various continuous improvement methodologies (lean/ kaizen/ six sigma). By education, he is a Bachelor of Engineering and holds a double MBA degree.

Mark Billingham, The Very Group My presentation will focus on what I believe is the right operating model for Customer Care over the next 2-3 years. Mixing automation with AI and great people. Creating multiskilled teams for first contact resolution and investing in an agile model of homeworking and great spaces for collaboration. I will use examples we have delivered and are delivering here at the very group which have had huge impact on brand NPS, call and complaint reduction, customer outcomes and employee engagement.

Mark is currently Group Customer Operations Director & COO financial services at The Very Group, the UK’s largest integrated online retailer and financial services business which owns very.co.uk and littlewoods.com, he has had a varied career spanning 15+ years across Operational management, Transformation and Customer Experience. In both 2018 and 2019 the Very Group (Shop Direct) were recognised back to back as industry leading at the European Call Centre awards for their Customer transformation programmes which in just 12 months improved tnps by 70 points, first contact resolution by 22 points and reduced overall customer contact by 30%. Previously, Mark has been responsible for major customer changes at British Gas and Vodafone, most notably as Customer Experience Director at Vodafone, improving TNPS by 70 points, first contact resolution by 20% points, reducing complaints by 60% and driving a 40% reduction in call volume. While at Vodafone Mark also led the implementation of AI (Tobi) and the growth of Digital Customer Service through webchat and messaging which now makes up over 40% of overall service.

12:35 - 12:55

An exclusive interview with Ashutosh Pandey at Nokia Ashutosh Pandey, Nokia Ever wondered what it could be like to work for one of the global leaders in 5G, networks and phones? We are joined by Ashutosh Pandey, Head of QBE and Process Reengineering at Nokia for this exclusive interview as we get an insight into his role, recent projects and future plans.

12:55 - 13:40

Lunch and Meet the Sponsors

13:40 - 14:00

Homeserve Case Study: Transforming customer service in the contact centre Paul Joesbury, Homeserve Paul and Alison will give an overview of the contact centre operations at Homeserve a time of fundamental change and how we the organisation plans to transform service to customers both in the in the near and future term.

Paul spearheads ‘Project Merlin’ and has implemented far reaching system changes throughout Homeserve in the past 18 months. In particular he was responsible for the ‘triangle of change’ consisting of aligning systems, processes and behaviours, the success of which would not have been possible without his leadership and passion for transforming service operations. Fundamental differences in approach were required in order to implement their core strategy of ‘making customer lives effortless’ and bringing together multiple historical systems to create one streamlined delivery structure.

Day 1 - 10 February 14:20 - 14:40

linkages between employee behaviour and customer retention. She has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. Moira is a sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Sainsbury's Case Study: Digitisation of the contact centre James Leech, Sainsburys James will discuss how Sainsbury’s has adapted to the changes bought about by the pandemic in terms of digitisation within the contact centre environment and a focus on a conversational with customers whose priorities and preferences are continuing to evolve.

I am passionate and creative in the fields of leadership, digital, customer management centres, and technology. I have engaged and inspired teams to achieve stretching targets, and become an industry expert in digital customer service, retail and customer contact, including the creation and deployment of strategies.

15:30 - 15:50

An exclusive interview with Scott Brown at Amazon Scott Brown, Amazon Web Services

15:00 - 15:30

‘So What Is The Future For Customer Contact’ Ever wondered what it’s like to be working for a multinational, trillion dollar technology company? Join our exclusive interview with Scott Brown, Head of Worldwide GTM – Productivity Applications at Amazon, as he tells us more about his role, recent projects, and future plans.

Lily Stein, Octopus Energy & Moira Clark, Henley Business School Hear from some of the industry’s experts as they discuss and share their thoughts on the future of Customer Contact.

Joining us for today’s panel, we have Lily Stein, Operations Lead at Octopus Energy and Moira Clark, Director at Henley Business School.

Lily is one of the founding members of the operations team at Octopus Energy. Working as an Operations Lead at Octopus Energy for the past few years, Lily now works with clients across the world, migrating customers from their legacy platforms onto Octopus's industry-leading technology platform 'Kraken'. Lily holds a Bachelor (BSc) in Geography from the University of Nottingham.

Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management.

This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management (www.hccmsite.co.uk). Moira’s major area of research is in Customer Management, Relationship Marketing and the drivers of Customer Retention and Service Excellence. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical

Scott Brown has been working for Amazon Web Services for the last 4 years.

15:50 - 16:10

An exclusive interview with Gabriele Masili at Microsoft Gabriele Masili, Microsoft Ever wondered what it’s like to be working for the world renowned trillion dollar technology company Microsoft? Join our exclusive interview with Gabriele Masili, VP and Chief Technology Officer for Customer Experience & Success as he tells us more about his role, recent projects, and future plans.

Gabriele “G” Masili is the VP and Chief Technology Officer (CTO) of Customer Experience & Success at Microsoft. He is responsible for enhancing customer and employee connected experiences by driving innovative digital and data solutions at scale, and leads the Digital Customer Experience Council across Microsoft. G is passionate about building diverse teams and leveraging technology to ensure inclusion and accessibility. Throughout his career, he has been an innovator and change agent, focusing on continuously improving customer satisfaction and

Day 1 - 10 February digitally transforming the customer experience; and he has a deep understanding of AI, voice, mobile and web support technologies. G is on the advisory board for two of the major customer service industry organizations: IQPC Customer Contact Week and Frost & Sullivan Executive MindXchange. With more than 20 years of experience, G has a proven track record for designing, building, and delivering world-class customer experiences serving millions of customers in more than 200 countries. He joined Microsoft in 2017 and led the end-to-end customer support experience and worldwide technical support delivery for Windows, Xbox and Surface, which included 10,000 support engineers and advocates across 40 geographies, supporting 30 languages. Prior to joining Microsoft, G built Amazon’s Customer Support organizations for Italy, Spain and The Netherlands before moving to the U.S. to run Amazon’s Worldwide Customer Service and Technical Support business for their devices and digital services. He owned the end-to-end customer support experience, including the global technical support operations, as well as the design and product development of digital and web applications like Mayday Screen Sharing and Alexa’s ability to autonomously answer customer service queries.

16:10 - 16:20

“The Engage Virtual Events Are World-class The Studio Format Creates An Event That Is A Cut Above The Rest” – HSBC

Studio Host Closing Remarks

– Marks and Spencer

Martin Hill-Wilson, Brainfood Consulting What a day! Martin Hill-Wilson rounds up the key findings from what’s been a heady mix of live panel discussions, one on one interviews, effective networking and a plethora of case studies from leading household brands across industry sectors.

“The Day Never Lost Momentum And I Was Truly Inspired – I’ll Definitely Be Back Next Year!”

“The Best Bit For Me Was The Wide Range Of Companies/industries Represented Which Gave An Insight In To How Engagement Effects All Industries” – Virgin Media

Day 2 - 11 February 10:00 - 10:05

behaviours, we are very proud of our end-to-end business transformation that delivered both a deep cultural change and a customer service team fit for the future.

Studio Host Welcome Gerry Brown, Customer Lifeguard Join us for Day Two of the Virtual Future of the Contact Centre Conference LIVE! From the Engage Customer studio, Gerry Brown, Chief Customer Rescue Officer at Customer Lifeguard kicks off the final day under the overarching title of ‘The evolution of customer contact in a rapidly changing environment’, which will be filled with exclusive presentations from a whole host of organisations ranging from Virgin Media to Freshly, to HSBC to Crown Commercial Services.

Our vision had three objectives: • Have a Rockstar team who were empowered, loved us, and had an awesome toolkit.

• To be there when our customers needed us, in the right channel, with the correct info.

• Use technology to support us in ensuring seamless journeys and to maximize efficiency.

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry has provided organisational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).

10:05 - 10:25

Virgin Experience Days Case Study: Delivering extraordinary at pace Danni Rush, Chief Customer Officer & Claire Honeyman, Virgin Experience Days With a company purpose of “Making Every Experience Extraordinary’ and a timeline that dramatically changed due to the pandemic and customer

Danni is currently the Chief Customer Officer at Virgin Experience Days & Virgin Incentives. Her role spans many parts of the business with functional responsibility for Customer Service & Operations, People, Buying, Retail partnerships and the B2B arm of the business. She is passionate about customer experience - driving sales, revenue and profit growth through customer engagement whilst ensuring the culture and behaviours of her teams reflect a desire to be best in class. With the customer being central to any sustainable business strategy and the focus being on providing a specialist service alongside the product, she understands the pressure is on for each customer touch point to deliver on all levels and drives business change to achieve this. Danni has experience of delivering many transformation projects in a wide range of businesses from small, family run, start-ups, to large global brands.

Experienced Head of Customer Service / Experience with a demonstrated history of working in the retail industry. Skilled in Talent Management, Contact Centers, Operations Management, Management, and Customer Service.

10:45 - 11:05

HSBC Case Study: Blending technology with the power of our people Andy Kingston, HSBC At HSBC UK, we help customers get the outcome they’re looking for. Our focus has been on blending technology that enables effortless, quick and convenient customer contact, with the power of our people, to deliver a personalised service.

Day 2 - 11 February In a world in were customers have come to expect ‘on demand’ service, how they interact with us has evolved and customers are increasingly turning to digital channels for support. Underpinned by the ongoing adoption of technology in our lives – which has been accelerated by the global pandemic – the speed of delivery is also a critical factor in delivering great service.

11:55 - 12:15

Michael McCarthy, Virgin Media Ireland Ever wondered what it’s like to be working for one of the UK’s leading telecommunication companies? Join our exclusive interview with Michael McCarthy, Vice President Customer at Virgin Media, as he tells us more about his role, recent projects, and future plans.

At HSBC UK, we study customer conversations on our chat channels and identifying the common types of queries that chatbots could help with.

This enables us to create the chatbots and design the ‘journey’ to get our customers to the correct outcomes. In designing our bots, we aim to personalise them so customers don’t feel they’re talking to a robot. Using bots to help with basic queries gives our contact centre agents time to deal with more serious and complex issues. This presentation will explore how we are utilising the knowledge and passion of our frontline customer agents to build chatbots, reacting to the major events that drive never before seen demand, which has led to significant growth in customer chat interactions and presented new career opportunities for our people, which we believe is the future of Contact Centres.

Andy Kingston is Head of Offshore Contact Centres & Conversational Banking which is made up of over 2000 customer advocates working on voice, chat, email and social media channels in locations across Europe and Asia. Our purpose is to be there for our customers, helping them with their financial needs. Using the learns from the millions of interactions across the different channels each year, we develop the service proposition, enhancing the experience and improving the things that matter most to our customers. Starting life in HSBC as a management trainee, Andy’s career in the organisation spans more than 20 years with time spent in branch management and leading teams remotely across the wider network. In recent years, a strategic role in Head Office led to him finding his natural home back in customer service, developing and delivering the digital contact centre strategy for the UK. Andy is passionate about delivering fantastic service through highly engaged and motivated people, developing the use of technology and data to make it easier for customers and our people.

11:25 - 11:55

Coffee and Meet the Sponsors

An exclusive interview with Michael McCarthy at Virgin Media

Michael McCarthy, Vice President Customer for Virgin Media Ireland, serves as a customer advocate, partnering with leaders across all business units to transform the customer experience and ensures that customers are at the centre of every business decision. Michael leads a dynamic Customer Experience Services team that includes the National Contact Centres, Network Field and Technical Operations, to promote a consistent experience for customers across the company. Michael has a deep understanding of the cable industry in Ireland, having spent over three decades in a variety of senior leadership roles across management, technical operations, network, supply chain and logistics. His purpose of “Make it easy for our people to make it easy for our customers” puts a strong focus on team engagement to deliver market leading customer journeys and support. Virgin Media is Ireland’s leading ‘connected entertainment provider’ offering market-leading Broadband, TV, fixed and mobile phone services to the Irish consumer and B2B market. Virgin Media Ireland also incorporates Ireland’s leading commercial broadcaster Virgin Media Television which operates three free to air TV channels.

12:55 - 13:40

Lunch and Meet the Sponsors

13:40 - 14:00

Biffa Case Study: The pandemic’s impact on our customers and colleagues Kate Birtles, Biffa Kate will focus on the impact of Covid-19 pandemic on the contact centre at Biffa, how we operated the centre, the impact on our people and our customers and her personal story around coming into the role in the middle of the pandemic.

Day 2 - 11 February Kate has over 16 years’ experience leading in Utility and Construction organisations delivering operational customer success and CX strategies.

With a background in teaching dance Kate is very focused on developing and coaching people focusing energy on truly engaged teams. She is a qualified member of the CXPA and has previously held membership of Chartered Institute of Credit Management. She is also a fellow of The Society of Leadership Fellows at St George’s House.

Kentucky, Louisiana, California, Colorado, New York, Connecticut, Texas, and even the UK - including Off-Off-Broadway and Covent Garden. As an addendum to my playwriting career, I previously served as founder and president of the non-profit theatrical group Speerhead Theatricals, Inc, which I formed in March 2012 and which I led through two full-scale theatrical productions in Connecticut.

15:00 - 15:30

14:40 - 15:00

Freshly Case Study: The RPA Runway – Launching Yourself Into (Intelligent) AI Colin Crowley, Freshly Inc. As companies grapple with technological innovation and the adoption of AI technologies to streamline processes and procedures, it can be daunting to grapple with unknowns and justify the investment required in hi-tech, automotive solutions. Learn how Robotic Process Automaton (RPA) can be used as a springboard for success and an entry point into the AI space.

I am an experienced executive with a background in customer engagement, product management, communications, security studies/international relations, theater (playwriting especially), and notfor-profit fundraising and leadership. I studied history, political science, and national security at Northwestern University and Georgetown University and I have served as a researcher and editor at prestigious think-tanks in Washington DC. Transitioning to the business world, I spent six years working at the e-commerce giant TicketNetwork, finishing my career as AVP of Consumer Transactions, where I founded a department of 14 people whose purpose was to grow loyalty and retention among our key customers through specialized customer service. Currently, I am the VP of Customer Experience at the fast-growing food tech company Freshly, where I built a customer service department of 220+ people, creating structures and procedures where none existed and building quality control standards to ensure best-in-class service for our customers. On a more personal level, I am a produced playwright who has been recognized in over 50 national and international playwriting contests and whose plays have been performed/produced across the United States (including simultaneously on both coasts). Specifically, my plays have been performed in Washington (state), New Jersey, Massachusetts, Vermont,

A Year On How Has The Pandemic Changed The Contact Centre Landscape Kevin Morley, Crown Commercial Service, Bob Stella, KBC Bank Ireland & Gavin Morden, The Share Centre Hear from some of the industry’s experts as they discuss and share their thoughts on how the pandemic has changed the Contact Centre landscape a year on.

Joining us for today’s panel, we have Kevin Morley, Deputy Director at Crown Commercial Services, Bob Stella, Operational Effectiveness Manager at KBC Bank Ireland and Gavin Morden, Head Of Customer Service, Operations & Change at The Share Centre.

As an experienced operational, strategic and customer service Director, I have spent over 25 years achieving transformational change within complex organisation’s, leading effective business re-engineering and excellent customer service delivery. I have enjoyed opportunities working in the public, private, creative and media, ICT and digital, skills and training, financial services and business innovation and growth sectors, encompassing senior management roles in local, regional and national based organisation’s. Experienced and qualified executive coach (ILM Level 7). I have led my own successful private consultancy business, helping other organisation’s to benefit from my experience and delivering effective growth plans for small and medium sized organisation’s.

Bob Stella is a seasoned customer service professional with broad ranging experience across industries and organisational models. A previous Head of Planning, L&D, Change Implementation, Data and Insight, Bob has lead award winning business transformation teams and has been speaking at numerous events about RPA, Employee engagement and business transformation. He is currently managing KBC’s brand new Operational

Day 2 - 11 February Effectiveness team which is bringing together the planning, training, MI and coaching roles within the contact centre under a clear vision of fostering an efficient environment where engaged colleagues deliver superior service.

Ian Schmehl has responsibility for consumer and enterprise care for the AT&T Mexico portfolio spanning across both the call center and digital channels. In addition to his Care responsibilities, recently Ian and his team launched a commercial alliance with Rappi and UberEats further expanding the product distribution channels for key AT&T Mexico products. Ian is a results-driven leader with large team operations, product development, and strategy and business development experience across a diverse range of business units. He has a proven history of increasing operational efficiency, improving performance, and cultivating productivity in fast-paced environments. Prior to his current position, Ian was a member of the Finance Services leadership team. In his role as AVP – Call Center, Ian launched the first shared services call center in Mexico supporting various lines of business across the Consumer and Business organizations. He and his team were responsible for the planning, development, and build out of the call center that grew to 2000 employees under his leadership. In his 20-year career with AT&T, Ian has held various leadership positions supporting both the consumer and business segments. He was key in developing a contact center strategy and supporting the DIRECTV merger during his time on the Customer Contact Transformation team. He has also had roles in Business development and labor relations since joining the company in 2000. Ian holds a Bachelor of Arts degree from Willamette University, as well as a Master of Science and Master of Business Administration degrees from Texas A&M International University. A native of Sierra Vista, Arizona, Ian currently lives in Mexico City with his wife and two daughters.

Gavin has more than 20 years' experience in customer service, across a number of industry sectors including telecoms, energy and financial services. He has led continuous improvement functions, project management teams and front and back office operations, driving awardwinning performance and ensuring that the customer is at the heart of the business. An experienced coach, industry speaker and member of wider customer service groups who is keen to ensure that during these challenging times that we continue to share best practise and drive the ethos to 'be excellent to each other' and our customers at all times.

15:30 - 15:50

An exclusive interview with Praveen Moturu at Mars Praveen Moturu, Mars Ever wondered what it could be like to work for the world’s leading manufacturer of chocolate, chewing gum, mints and fruity confections?

We are joined by Praveen Moturu, Vice President, Chief Enterprise Architect at Mars for this exclusive interview as we get an insight into his role, recent projects and future plans Praveen Moturu is the Vice President and Chief Enterprise Architect with Mars Global Corporate at Mar Incorporated in Chicago, Illinois. In this role he works to drive Enterprise Digital Transformation. Innovative, accomplished business and technology leader, visionary with strategic leadership experience in transformation, technology and operations, promoting significant business and revenue growth within global and Fortune 500 multinational corporations

15:50 - 16:10

AT&T Case Study: The Contact Centre World in 2021 Ian Schmehl, AT&T Mexico Given the events of the past year there has been a tectonic shift in the call center space. Hard to know what is temporary versus permanent. There are implications from operating expenses to customer experience, personnel and culture that will see an impact.

16:10 - 16:20

Studio Host Closing Remarks Gerry Brown, Customer Lifeguard And that’s a wrap! Gerry Brown rounds up the key findings from what’s been a a heady mix of live panel discussions, one on one interviews, effective networking and a plethora of case studies from leading household brands across industry sectors.

Discover what happened in 2020

Click here to read the Contact Centre 2020 Report

EBM 2021 Calendar

10-11 FEB 2021

CUSTOMER ENGAGEMENT TRANSFORMATION

AUTOMATION, AI AND RPA

KNOWLEDGE MANAGEMENT

9-10 JUNE 2021

22 APRIL 2021

23 SEPT 2021 TUESDAY 9 - THURSDAY 11 NOVEMBER

DIVERSITY & INCLUSION 7-8 JULY 2021

10-11 MAR 2021

29 APRIL 2021

FUTURE OF MARTECH

13-14 OCTOBER

24 NOV 2021

25 NOV 2021

2021

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