THE NEED FOR AGILITY IN THE AGE OF DISRUPTION€¦ · Hannah Mulea Marketing Executive...

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CUSTOMERENGAGEMENTSUMMIT 2017M O N D AY, 1 3 N O V E M B E R 2 0 1 7WESTMINSTER PARK PLAZA, LONDON

THE NEED FORAGILITY IN THE AGEOF DISRUPTION

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customer experiences with this cloud-ne communications and customer

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Nicholson House I 41 Thames Street I WCompany Registration No. 8636460

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Hannah MuleaMarketing Executive


Sabrina ClarkeFinance Department


A very warm weEngagement Suestablished as Ecustomer and e

The Summit has gaineclass case-study led chighly conducive to d

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Steve Hurst, Editoria

THE TEAM

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KEYNOTE STAG• Chair’s Intr• Putting Cus• Levi Strauss• Customer E

• Leon Resta

CONFERENCE • Customer E• Customer a• CX Strategi• Engaging w• The Future

CONFERENCE • Customer E• Innovative • Employee R• Customer E• Customer E

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,CONFERENCE • Customer E• Evolution o• Innovative • Customer E• Customer D

CONFERENCE • Customer a• Future of T• Customer E• The Evoluti• CX Strategi

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Travel:Waterloo and Westminster tube stationsare a five-minute walk from theWestminster Park Plaza hotel.

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FOCUS GROUPS- JOIN IN ON THE DISCUSSION!

The Importance of CX Governance

In an agile, realtime world, how do we balance the needto act both fast and smart?

• Where does CX responsibility now reside?• How do we empower the front line to take the initiative, yet at the same time maintain control.• What frameworks are there to ensure appropriate CX Governance?• These topics and more will be explored in this round table as we share best practice examples around CX Governance.

Session 1: 11.00 – 12.00Session 2: 14.00 – 15.00

BOYOUPLAC

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er Engagement Profitability Context

olm McDonald, former rketing, Cranfield ol of Management

09:30 Levi Strauss Case Study: Embracing Evolution for the Seamless Customer ExperienceSeth Ellison, Executive Vice Presidentand President, Europe, Levi Strauss

CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS

16:30 Amazon Case Study: Conversational AI with Amazon AlexaMax Amordeluso, Principal Evangelist, Amazon

16:50 Centrica Connected Home Case Study: Deliver an Exceptional Customer Experience with Intelligent, Connected ServiceNeil Procter, Global Head of CRM, Centrica Connected Home & Dave Thomson, Principal Solution Engineer-Service Cloud, Salesforce

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

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

CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE15:30 Allianz Global Case Study: Move Fast And Make A Big Impact

Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty & Michael Maicher, Global Head, Allianz Global Broker Management

15:50 Direct Line Group Case Study: Delivering Better, Smarter Communications to Our CustomersSatarupa Banerjee, Direct Marketing Manager, Direct Line Group

16:10 Let’s Not Neglect The Humans!Carolyn Blunt, Managing Director, Ember Real Results

EMPLOYEE REWARD RECOGNITION AND RETENTION

14:00 Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition JourneyPaula Stannett, Chief People Officer, Heathrow Airport

14:20 Employee Reward, Recognition & Retention – Make It Sensational!Kev Jefcoate, Director, Marketing Communications, Grass Roots Group

14:40 Donor Experience Case Study: The Value of a PromiseRichard Spencer, Director For The Commission, Donor Experience

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE12:00 The Digital Advantage – Disrupt the Disruptors

Brendan Dykes, Product Marketing Director, Genesys

12:20 NS&I Case Study: Innovation Through Experimentation– The Next Big Thing In BusinessSandra Schroeter, Product Marketing Manager, Optimizely &Ben Murphy, Head of Digital, Atos/NS&I

12:40 Disney Case Study: How Disney Uses Customer Value toInnovate Customer ExperienceChris Humphrey, Associate Partner & Andy Wilkins, CEO &Co-Founder, BE Advisory

HALL 2Helen Wilson, Managing Director, IPSOS Loyalty

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

10:10 Leon Restaurants‘In Conversation John Upton, ManRestaurants & MiEmber Services

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO

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

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

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

EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

12:00 Virgin Holidays Case Study: Using the Customer Journey toBuild Your BrandKate Burgess, Head of Customer Experience, Virgin Holidays

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

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

15:00 Coffee & Networking Break

13:00 Lunch

HALL 3Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

KEYNOTES PLENARY K

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

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

11:00 LEGO Case Study: Know, Nurture And Nudge Your CustomersMonika Lütke-Daldrup, Senior Director, Consumer Services,LEGO Group

11:20 Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data to Map Out their CX JourneyCary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead, InMoment

11:40 Waitrose Case Study: Saving £3.5 Million Through Partner IdeasStuart Eames, Operational Improvement Manager, Waitrose

CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL

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

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

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

CUSTOMER DATA AND PRIVACY INCLUDING GDPR16:30 Marks & Spencer Case Study: Will the General Data Protection

Regulation Enable a Data Aware Mindset?Guy Johnson, Head of Data Governance, Marks & Spencer

16:50 Cordery Compliance Case Study: GDPR Fake News Live– Separating the Fact From the FictionJonathan Armstrong, Partner, Cordery Compliance

17:10 Panel DiscussionGuy Johnson & Jonathan Armstrong

17:30 Chair’s Closing RemarksMartin Hill-Wilson, Founder, Brainfood Consulting

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES

11:00 Metro Bank Case Study: Fan-Atical Execution in a HighGrowth BusinessAndrew Richards, Head of Regional Retail Banking, Metro Bank

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

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

Kathryn BradburyJohnnie Johnson Housing

Stella CreaseyFidelity International

Mike HavardEmber Services

Vicky JohnsonUNICEF UK

Sophie DekkerseasyJet

Alyson FadilMissguided

Malcolm McDonaldformerly Cranfield University

School of Management

Tom GoodmansonCalabrio

Eric HaddadGoogle

Laure NoireauEurostar

Viktoría JensdóttirLandspitali Unversity Hospital,

Iceland

Darren GeorgeSamsung

Satarupa BanerjeeDirect Line Group

Minna OlesenTopdanmark Insurance

Guy JohnsonMarks & Spencer

Stuart EamesWaitrose

Hannah ShepherdVirgin Media

Paula StannettHeathrow

Anna WilcoxBupa

Michael MaicherAllianz Global Broker

Management

Llaura HughesMotability Operations

Professor Moira ClarkHenley Business School

Tim PritchardKantar TNS

Abby ThomasBT

Suzi CaesarDMG Media

Sean RisebrowBupa

Oonagh McBrideInisoft

Laurent GarnierKPAM

Brendan DykesGenesys

Rich DaviesBarclays

Sally EarnshawBlue Sky Performance

Improvement

Lorna CrowleyEngage Hub

Martin TaylorContent Guru

Dave ThomsonSalesforce

Ben MurphyATOS/NS&I

Katie Waldecksoh

Richard BurnsNICE Satmetrix

Dawn RobertsExpress Gifts

Xavier LegrandEngage Hub

Claire SportonConfirmit

ts and Expo Hall Lower Level 2 - Seminar Halls 1, 2, 3, 4

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Speaker lounge

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Staircase

Lifts

Lifts

StageHall 1

Focu

Hall 3

Focus Group SponsorsMaritz CXLithium

1

DOWNLOADAPP TONETWORK

KEYNRegistration & Coffee

Chair’s IntroductionMike Havard, Director, Ember Services

Mike has had 25+ years leading and growing businemanagement, HR leadership and then as a senior proand leadership roles with organisations including BTdirector of Ember, a business services group focused performance transformation, outsourcing and contrdetermine ‘what better is’. He has also held various Nfrom anti-fraud technologies to e-learning and emplhas authored management textbooks in customer mMike has also been an advisor to government departand global brands including John Lewis, M&S, Toyotdangerous things in the mountains occasionally. (Bu

Putting Customer Engagement StraProfessor Malcolm Mcdonald, former Professor

One of the major problems with the whole custowithout great care, suppliers might end up achievwhole market, given that in any market there wilbehaviours and needs. Even worse, if this is the c

This keynote will briefly summarise 120 pieces oshown to lead to long term profitability and will stheme. This involves the engagement of all stakeconstantly to revisit our business models and engchange. In particular, this keynote will spell out aand profit growth.

Until 2003, Malcolm was Professor of Marketing anwith special responsibility for E-Business. He is a graBusiness Studies from Bradford University ManagemDoctorate from Bradford University and from the Plindustrial experience, including a number of years as2012, he spent seven years as Chairman of Brand Fi

He spends much of his time working with the operatIBM, Xerox, BP and the like, in most countries in the Australasia. He has written forty four books, includinthem”, which has sold over half a million copies worl

Levi Strauss Case Study: Embracing ESeth Ellison, Executive Vice President and Presid

As a brand that is 144 years old, has 50,000 retaito learn that LS&Co. attributes part of its undenito building a world-class omnichannel retail expesales and a profit increase of 27% in the first quaagainst the odds and continues to prove itself a tthe consumer. While the consumer is hunting fora consumer experience that is a perfect fit for alland President for Europe, has seen first-hand hoamazing consumer experience and commercial sinvestments to bring their iconic products to life

09:00-09:10

08:15-09:00

09:10-09:30

09:30-09:50

rkforce

s’

ress those

Engaged Workforce

ce

increase customer loyalty and engagement, enhance revenue,

KEYNfrom the ground up, encompassing a strategy of the consumers as the pivotal centre of everythinof growing customer expectations.

As Executive Vice President and President, Europe, Sand operations across all brands and channels in theleadership team, which sets the company’s global di

Seth joined the company in September 2012 to servbrands and a track record of success in large and smincluding president of the swimwear group at Perry Eof Hurley International at Nike Inc. Most recently, Sesuccessfully evolved a t-shirt blank supplier into a glBloomingdales, Nordstrom, Macy’s, Dillard’s, Urban Fitness Corp. as the director of menswear for Speedopresident of design and merchandising at Quicksilve

Customer Engagement Starts with EReveals “Health” of the Front LineTom Goodmanson, President and CEO, Calabrio

According to a recent Gallup poll, employees whrelationships, with a resulting 20% increase in sacustomer inquiries and issues, they’re vital assethigher attrition rates than other departments, anreveal the findings of Calabrio’s latest research wthe US and UK and highlights the challenges theycustomer experience is delivered and how to pre

Tom Goodmanson, President and CEO of Calabrio, hsoftware and technology companies. Since assumingcompany and its culture around a strategy to expandcustomer experiences. Addressing the market need fTom’s vision to redefine the standard for software eafastest growing companies in the industry. Prior to htechnology-based companies, including Gelco Informboard seat at Virteva. Tom has a B.S. degree in Accou

Leon Restaurants Leadership IntervJohn Upton, Managing Director, Leon Restauran

With extensive experience of multi-site consumer-fasenior leadership team at LEON, the fast growing narestaurants and looking for ways for LEON to acceleOver the past 12 months, John has led significant grlike delivery and entering into new UK & internation

Before LEON, John has enjoyed a broad-ranging carM&A lawyer in the late 1990s. Having joined McDohis career path completely so that he could get closeoperations as a crew member in a London Drive Thrusenior leadership roles. These roles included managiaccountability for £100m annual sales and 3,000 cJohn led the development and implementation of thsupport the role out of the new Experience of the Fu

Coffee & Networking Break

09:50-10:10

10:10-10:30

10:30-11:00

ENT TRANSFORMATION, PART ONE

ocks – Creating a Leadership Movement toransformationCitizenship, Barclays

ngaging, developing and inspiring our most junior but most reate great outcomes for customers and colleaguescoming increasingly complex with customer demands

ple this with a different level of colleague support now most organisations. #leadershiprocks is a concept which e, it’s not about new technology, process or training it’s e best they can bect centre environment, however Barclays now offer a truly listening to customer interactions and how ference in providing great service for customers –

d and connected colleagues can create new ways of athy…with real business results

perience working across industry sectors and disciplines includingrs, this broad commercial experience helps me to provide leadershipmy operational knowledge and attention to detail. I have been with

s from colleague transformation, to managing a £15M strategic siteColleague Wellbeing and Citizenship.

vative individual who is versatile and tireless in pursuit of solutions. Is looking for ways to improve the colleague experience and the serviceat every level, remaining authentic and committed throughout, this isto learn new skills, whether that is in a commercial or voluntarywhat has been important to me in my own personal development; I

oluntary context through sport, school and creating opportunities for

stomer Engagement Tech to Deliver Customerand Improve Contact Centre Responsivenessg Manager, Financial Services, Express Gifts

ice to around 1.5 million customers each year through ahe studio.co.uk and ace.co.uk websites. Shoppers may choose tovantage of a monthly credit programme. Its Operational

s, Dawn Roberts, will discuss how automated surveys, composeda free-text box, has helped the retailer build up a huge wealth of

gainst that brand promise. Dawn will also present on howement solutions in its collections processes, plus is trialling ap make it easier for customers to make a payment, with a 90%rsion rates amounting to a million pounds worth of revenue.

Financial Services, at home shopping service leader Express Gifts.l services and retail sector running collections and recoveryh senior leadership roles in organisations such as Home Retail Groupssionate about delivering deep customer satisfaction as well as

ces

11:40-12:00

UNICEF Case Study: Transforming tVicky Johnson, Head of Supporter Care & Carin

At UNICEF UK, we’ve read a lot of white papers, loads of case studies on how to get that all imporWe’ve explored all the metrics, NPS, Customer Sfind how we can understand our customers bettethrough a new graduate programme to set a creaWe developed and launched our Voice of the Cusbrand, customer journeys and experiences…as wto changing the future for children all over the wcustomer and how they want to make a differenc

I have a strong belief that our customer success it is that I work with. Working for the international childimpossible by empowering your front line teams andlean approach. By having a focus on the customer at

Our supporters are at the centre of all we do at Unicunderstand and improve our engagement with themwho operate over 5 different channels and our suppo

CUSTOMER AND EMP

Affinity Water Case Study: AutomaAmanda Reynolds, Director of Customer Relatio

Hear how the value of automation and digital canbusiness value in participation and a service focu

Outstanding track record of creating award winningreturn on investment. Extensive experience within th11 countries primarily for FTSE 100 companies. Focdigital service. An enthusiastic people focused leade

Previous experience

Accenture Strategy, assignments incorporated: chanlead for global digital service or a global bank, Custolead for a major UK bank separation including desigincluding a strategic review at a world-class investm

Window or Aisle? Why we Should LClaire Sporton, Vice President, Customer Exper

Why would you want to be in the middle? It’s OKthe middle can facilitate communication betwee

Your organisation’s middle managers are in the mperspective and enable positive change across thExperience Management, Confirmit as she discuchange – starting in the middle.

Claire has specialised in customer feedback for well osector, and more recently supported a wide range of othat not only drive improvement in customer experieensure that Confirmit’s clients’ programmes help to bempowering individuals across the organisation to do

12:00-12:20

12:20-12:40

N Brown Group Case Study: First foKeith Milum, Head of Customer Services, N Brow

A presentation looking at how putting customerscompany delivering enhanced experience and imN Brown have taken along their journey.

Experienced business leader in customer services, cuenergy/utilities and not for profit sectors, with high land operations, proactively driving change, exceedinwide spectrum of organisations. Focused on a customcoaching skills to deliver optimum performance. Excrelationships, engage all key stakeholders and transfCustomer Experience; Business turnaround; PerformAcquisitions; Coaching, leadership and developmentContractual and Union negotiation; Board level expe

Lunch & Networking Break

CX STRATEGIES FOR TH

easyJet Case Study: Putting the CusSophie Dekkers, UK Country Director, easyJet

The inception and evolution of easyJet, not just ihas been achieved by putting the customer at thedialogue with our customers, and been brave enomodel. Being a step-ahead in digital developmen

Sophie has led easyJet in the UK as UK Country Direairline’s commercial success and strategic direction ihas been with easyJet since 2007 in a variety of roleCarolyn McCall joined to review the company stratethe strategy. Following this she took on the role of Heattracting more business passengers to easyJet. Sopmoving on to be a Director at Cambridge Market ReseasyJet’s Women’s Network, mentors a number of wmore than they thought possible.

AI for Customer Engagement – ChaJohn Connors, Senior Director, Digital Transform

Join us for a presentation that covers:

• What is Artificial Intelligence?• Sentient, Learning and Taught Systems / Wh• AI that works / eGain AI successful custome• AI Capabilities for Customer Service/Experi• Harnessing eGain across the Customer Serv

John Connors runs the Digital Transformation team prospects, John helps his clients use digital technologstrategy. With a degree in Physics and Computer SciResearch before moving to Bull Information Systemshas had pretty much every job in the company – Depnow Senior Director of Digital Transformation.

14:00-14:20

12:40-13:00

13:00-14:00

14:20-14:40

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SmartBill Case Study: Lessons LearnNikhil Shah, CEO, SmartBill

A discussion of customer engagement lessons lestart up.

Whilst technology is an effective facilitator of a sso far. We discuss the benefits, challenges and lestrategy based on human interaction, enabled by

Whilst these insights have been gained in a startbusiness, especially those looking to launch disru

Nikhil Shah is CEO and co-founder of SmartBill, an ibusinesses to streamline their costs. It helps user to iincluding unwanted subscriptions, which cost the UK

Nikhil and his co-founders decided to launch SmartBhassle of shopping around for cheaper contracts on pUK government who recently made tackling the “suban equity Investment Analyst and Portfolio ManageKnox D’Arcy, JP Morgan, & Bank of America Securitiactivity, which was a top UK performer within 12 mcocktails and is a certified Scuba Diver.

THE FU

Uber Case Study: The Future of UrbErinn Collier, Head of UK, Uber for Business

Erinn will talk about how the world we live in is cErinn can share how Uber is partnering with busaffordable, seamless and efficient transportation

Erinn joined the Uber for Business team earlier this yPresident for the Salesforce Marketing Cloud, managsuch as GlaxoSmithKline, Philips, Unilever and ReckMedia in 2012, having opened up Buddy Media’s EMaccounts and agency relationships teams at Buddy Mlikes of WPP, Omnicom, Publics and Sapient to bring

Erinn graduated with honours from Parsons School oand also holds an MBA with honours from Politecnic

LUX* Maldives Resorts Case Study:Competitive DifferentiatorHussain Afeef, Regional Director of Training, De

• Striving to the be an employer of choice in than easy feat. With over 112 resorts & hotelsservice culture enabled them to climb 54 ranTripAdvisor (over 212 registered hospitality

• How can you cultivate a company culture thcustomer and steps to take in building a rob

16:30-16:50

dy: Living Longer, Living Betternd Services, Johnnie Johnson Housing

fit housing association dedicated to offering quality homes forcused on “Living Longer, Living Better”. They want to help theirain their quality of life for as long as possible. JJH have been

ars. In 2014 the organisation was hit with downgrades in bothommunities Agency (HCA) which left the business on a cliff edge

nd Services will talk about coming back from the brink,e heart of service delivery, becoming the only UK housinggrade and their plans to build over 500 new homes within the

ub, Asset Management and Repairs teams, providing strategic andwering staff to deliver outstanding customer service and embrace

L CUSTOMER ACROSS THE ENTERPRISE

cy of Things

s agency and will be discussing how they are using pioneeringers. SharpEnd founder Cam will be sharing creative processes,ng through case studies from the likes of Malibu Rum, Jameson

d networks) around new tech opportunities. Combined both areas tonovation partner focused on the ‘Internet of Things’.

How to use Speech Analytics to Improve the

ce

ark Insurance is using Speech Analytics insights from customery. Through case studies you will hear how the technology can bedigital customer journey that impede smooth digitaldressed by technical solutions and adequate agent training.

role in the CX team in Topdanmark, the second largest insurance’s VoC programme and is responsible for customer feedback, surveysmer service, communication, processes and products. In 2014,eech analytics technology as part of a more data-based approach to

or the company’s speech analytics setup, which is used ford behaviour into improved customer satisfaction, business efficiencyniversity with an MA in Danish language and literature, and she alsoy, U.K.

16:10-16:30

16:50-17:10

nd competitive service culture for maximum guest and

ed Customer Experience Management framework which o beyond and consistently deliver outstanding service at

perience, quality management, talent, performance management and the hospitality industry for over 15 years. He has lived and worked ine Middle East. Currently at the leading LUX* Resorts and Hotels,TOLL, his expertise spans across areas such as quality and changee engagement, employee marketing, and branding. He has spoken indonesia, Dubai, Hong Kong and United Kingdom, India, Sri Lanka,

er/Trainer and Coach from the John Maxwell Team. In February 2016,t Leadership Award at the 3rd (2016) & 4th (2017) Global Training16 awarded him the title of “100 most influential Global HRby one of the founder of World HRD Congress and World CSR Day, Dr.iness School Executive Education Program Class of March 2016.

and Case Study: Getting HealthcareCI and use The Knowledge in The Fieldli University Hospital

opment and implementation of their 5 level training programur workshop about basic tools with hands on exercises, Lean 02

with more advanced topics. Then its Lean 03 which is specificallys, but the hospital has 60 coaches currently. Lean 03 is 6 days04 is aimed for managers and is 3 full days over a semester andntly being developed. The hospital has over 5000 employeesist therefore it’s crucial to train and develop the employees so

nd got her first experience working with CI at Alcoa in the easternth great leaders and learning from the alcoa business system coaches.she moved to Össur as CI&Safety manager for Össur HF, shevisual management and daily huddles, strategy deployment etc.

minn, an icelandic telecommunication company where shew she works as a project manager for the kaizen promotion office ateaches lean and leads improvement projects. Viktoría has also taughtkjavík.

esses. Originally a cosmetic scientist he moved into operationsrofessional in customer management strategy, operational deliveryT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding

on service strategies across channels (digital, voice and retail) andract advice, analytics and recruitment – helping organisations toNon-Executive Director and advisory roles in organisations rangingoyee engagement tools. He is an Honorary Life Fellow of the IDM. He

management, and has had many thought leading papers published.tments, nationally and internationally, and has advised many UK

ta, Microsoft, Barclays, RSA and Virgin. He also likes to escape and dout likes it better when he comes back!)

Creating joined up expthe customer at the he

We all know that designing the ‘pean on-going task. But where do youconflicting ideas?

> revolution vs evolution> people vs process change> technology vs outcomes

Our experts understand these chalthe right knowledge, tools and medecisions and cho se the best app

Visit us at stand 7 and join the deb

kcom.com

N UTILITIES AND FINANCIAL SERVICES

Execution in a High Growth Businessing, Metro Bank

p to 100 by 2020, over 2,800 colleagues and more than a millionng British banking. In this presentation, we will discuss how thence by focusing on culture, while growing at an exponential rate.

d manage regional store growth with a concentrated focus onetail banking and developing talent. He joined Metro Bank from TDice President of Retail Banking. Andrew began his retail banking

a drive thru cashier. Over a 23 year career with Commerce Bank,n a number of prominent roles culminating with expanding and

both existing and new markets.

Cognitive Knowledge is Enabling us to Havecome Emotionally Engaged with our Customersy Warehouse

Warehouse has transformed the relationship between itstomer Service, Charlie Ferris will describe how agents are ablend become emotionally engaged as a result of its cognitiveess transformation journey which has resulted in a positiveesults – and agent training times.

e. Thirteen years ago, he started on the phones at Utility Warehousefostered an award-winning customer service culture where 93% ofd. Charlie now spearheads a customer service call centre of 300.Warehouse’s mission: to become the nation’s most trusted utility

customer experience team from scratch four years ago tooduced pioneering new technology that improved results so much

perience 2015 award.

ient: Infusion or TransfusionFidelity International

the client at the heart of their organisation with the objective ofs this really mean, and how do you ensure that client voiceon?In this session, Stella Creasey, Global Voice of the Clienterience of what it takes to drive a truly transformational Voiceed to periodic infusions of client insight rather than living and

to discussjust a survey, it’s a client engagement tool

ccess factorsallenges and hurdles

idelity’s global business bringing client insight to the Clientleading global Investment Management business with clients in the

ess space.

A seasoned senior executive in Research, Insight andtransformation to drive business growth. Over 20 yemedia and entertainment sectors, telecommunicatiPresident for Global Research and Insight at BBC W

INNOVATIVE AND DISRUP

The Digital Advantage – Disrupt ThBrendan Dykes, Product Marketing Director, Gene

Digital disruption has created a tough dichotomydigital age, the brand must embrace the digital ecoutweigh the benefits. Solving the challenge of “dsimply staying relevant, into revenue growth as dart of the achievable and the art of the possible; areal-world examples of those critical success facsuccess as a digital business. Topics will include:

• Artificial intelligence and automation: how tnot burning cash to get it right.

• Virtual/augmented reality: just a fad or does• Internet of everything: what does it mean fo

connected to the business?• Mobile, social, web, contact centre: solving t

Brendan has over 25 years’ experience in customer sconsultant. Experienced in the selection, deploymentechnology, he is skilled at understanding the users’ uses this experience to write and speaks on a broad r

NS&I Case Study: Innovation ThrouBusinessSandra Schroeter, Product Marketing Manager,

When designing customer experiences in the digobvious. Companies like Amazon, Google, and Ubof guessing, they take a data-driven approach to measuring everything from new functionality, totheir decisions set them up for success. Join this rapidly turn brilliant ideas into experiences custo

Sandra is Product Marketing Manager at Optimizelyorganisations to leverage testing and personalisationsoftware and marketing, she bridges the gap betweedelivers product messaging and marketing strategy. passionate about working the EMEA market. Prior tosupporting enterprises to master digital transformatand the human mind.

Ben is an Associate Partner within the Atos Consultisuccessfully delivering organization and digital enablarge scale, multi-workstream, transformations acroinsight in digital business models, operations and supto deliver a successful digital transformation. Ben’s rfunction on the Atos account of National Savings an

12:00-12:20

12:20-12:40

PSOS Loyalty

Disney Case Study: How Disney Uses CChris Humphrey, Associate Partner & Andy Wil

Companies put a lot of effort into improving custtheir investment. Too often the changes are not aorganisations that increasingly think and act in scompany like Disney has a global reputation for cmethodology to ensure that its entire workforceWe will show how an overarching Customer Valuhardwires customers into the heart of the organthe competition for customer experience.

Builds a customer value-led ecosystem in complex oconditions, exploiting hidden revenue opportunities customer value. Wide-ranging commercial expertisefor differentiated strategies, and empirical problem sHenley Business School, conference speaker, and aut

I currently undertake management consulting engaga range of tactical and strategic projects relating to uregular speaker on the international conference circuinventing healthcare in a digital age, the centrality oand the centrality of customer experience in building


EMPLOYEE REWARD

Heathrow Airport Case Study: The Recognition JourneyPaula Stannett, Chief People Officer, Heathrow

Heathrow’s vision is “To give passengers the bestits four corporate priorities. Mojo is one of these Work’ by delivering a strategy focused on colleagengagement across the business through our rewreward story and how it has contributed to Heath

Paula was appointed to HR Director in January 2013Director for our Airports Division and Support ServiceResilience. Paula has a strong record of engaging staff

Employee Reward, Recognition & RKev Jefcoate, Director, Marketing Communicati

• The value of employee rewards and benefits• Options with impact – balancing your benefi• Creating memorable moments

Discover easy ways to balance and enhance yourrelevancy and universal appeal – all at little or no

With over 25 years in international sales and markehighly experienced marketer who is passionate aboumay be king, but context is queen!). His current focuenterprise and SME clients, enabling them to acquire

14:00-14:20

14:20-14:40

13:00-14:00

12:40-13:00

Value Of A PromiseDonor Experience

m the charity sector and the value of making a promise. You willblueprint for improving the supporter experience. Recently and

anaged to get fundraising wrong. Sometimes spectacularly so. Inther to co-create a solution and put things right. In the processhis session brings you some of the best.

he Donor Experience and has held leadership roles in fundraisingthe power of social capital to bring about change – through actionnumber of charities to bring supporters and their needs to the centre

ational, non-exec director (fundraising) for Goalball UK and was headyears.

MENT ACROSS THE ENTERPRISE

st and Make a Big Impactxperience, Allianz Global Corporate & Specialty &roker Management

ckly. So when Allianz Global Corporate & Specialty (AGCS)t spans 22 countries and covers $7.6 billion in premiums in just

CS’ Michael Maicher and 2017 CXPA Impact Award winnerorganisational and cultural change within the world’s largestvalue back to the bottom line.

butor insights into meaningful actions and bringing aboutience of employees and customers around the globe. Allison ismer Centricity” programme for Allianz Global Corporate and

many, Allison realised this globally aligned programme, from ideations. In addition to her CX responsibilities, Allison is responsible forinnovation initiatives for the global broker channel across Allianz SE.

ward in the category of Outstanding Practitioners for drivinge & Speciality.

ment in Allianz SE and Allianz Global Corporate & Specialty SE (AGCS),s responsible in managing the global broker relationships and supportingegies through the Global Broker channel. In addition, Michael is the015. Prior to these appointments, Michael headed the P&C operationse & Marine Insurance Japan Co. and Country Manager of AGCS for 5Executive Management Team of Allianz and AGCS in Asia-Pacific.

vering Better, Smarter Communications

Direct Line Group

Line and how our customer communications have evolved overmers and built a long lasting relationship. This includes creation

rs and more innovative/engaging channels to talk to themst value to them. This has improved our brand engagement,

advocacy and contributed significantly to DLG’s design, propositions, new data sources, creative communications to our customers.

Satarupa heads up Product strategy and Developme15+ years of varied experience across consultancy, pmarketing.

With our once once-revolutionary ‘come direct’ propwebsites, Direct Line needed to reposition itself withour direct relationship with customers and deliver inthrough how Direct Line Group has repositioned itsethat would constantly add value in the lives of their

Let’s Not Neglect the Humans!Carolyn Blunt, Managing Director, Ember Real R

The power of the machine to support the customsupport every single touchpoint in your customeLiberating your Advisors to deal with more compinteresting!) and for your customers, but the skildifference. Whilst well programmed machines cathey still struggle to recognise emotions, respondde-escalate complex human emotions. You may asupporting them to leverage their unique humantheir jobs in the age of robotics then the best comwith their heart in their hand. In this session Caroimportant skills in your Advisors for the Digital A

Carolyn Blunt is Managing Director of Ember Real Rconsultancy Ember Group and that works with contcoaching and learning. For the past decade Carolyn opportunities to improve customer experience and ssolutions deliver lasting real results. Advocate clientsInsurance to name just a few. Carolyn is co-author (wCustomer Service’ published by Wiley. As an industrthe UK Contact Centre Industry 2012-2014 by readtrusted speaker for ‘Customer Contact Expo’, ‘The Fo

CUSTOMER ENGAGEM

Amazon Case Study: ConversationaMax Amordeluso, Principal Evangelist, Amazon

Advances in ML and AI have allowed for an entirabout the future of voice based experiences and

Max Amordeluso is Chief Evangelist for Amazon Alexto European developers, and demonstrate how they Max has held several technical leadership roles durinthe teams that brought Alexa Skills Kit to United KinSolutions Architects team for Amazon Web ServicesComputer Interaction, the Internet of Things and the

16:10-16:30

16:30-16:50

E-M

Soceb ChatW

oiceV

channel contact ceou neeyerything vE

el.compuzz 0| m

udy: Deliver an Exceptional Customercted Servicennected Home & Dave Thomson, Principal Solution Engineer –

Home, gives people more control over their homes and theiry. The Hive brand boasts impressive Net Promoter Scores (NPS)mmended the brand to their friends or family. Join this sessionmers in a smarter, more personalised way on one customersts while increasing customer satisfaction. Learn how Serviceve edge.

nected Home which brings the Hive brand to market. Neil isr technology that drives Hive marketing, sales, fulfilment, billing andlivery of high profile CRM projects for News UK, General Motors and

last 30 years – predominantly in the customer service space – and hecontact centres in Europe, America, Africa and Asia. Dave spent 10

y pioneers such as First Direct, Direct Line Insurance, British Airwaysere he worked on the full Unified Communications and Collaborationentres, knowledge management, web self-service, video-

siness with Machine Learningrope, Google Cloud

ew on how A.I. and Machine Learning are developed and used atit.

nterprise customer case studies such as real-time auction,

eads Google Cloud for Central and Southern Europe. Previously, heunications Director at Microsoft. He also was successively Strategic

nd Media segment in France and Europe. He started his career atcrosystems (Oracle) and Sales Director for Telecom, Media and High

h Orleans and N7 Toulouse. He entered EM Lyon, where he obtainedof Management Advanced Executive Program in Chicago.

y

sn, loyalty/employee relationship management, engagement … call it

employee relationships – by understanding what they need to focus oal of improving business performance

GEMENT IN RETAIL, PART ONE

nd Nudge your Customersonsumer Services, LEGO Group

good enough”, the LEGO Group aims to inspire and develop thelearning. It is this ambition and the unique LEGO brand values

p’s award-winning Customer Service.

proach to customer engagement: you will hear about how theya playful and creative approach to customer personas andms nudge customers towards ever more immersive LEGO

degrees and an exceptional track record in leading internationalsiness transformation, growth, diverse groups of people, project

periences that act as a brand differentiator and deepen the level ofmising operations.

Stories Come Alive – How Pizza Hutedback Data To Map Out Their CX Journeyzza Hut & Matt Trickett, Customer Success Manager –

heart of their decision making, but at Pizza Hut Restaurants,e boardroom. By bringing in various sources of data—including

—the company knows exactly where to focus its efforts tot-leading growth in the UK. Join Cary Lawton, Guest Experiencett Trickett, Hospitality Director for InMoment EMEA, to hearback to improve existing processes, vet proposed concepts andences – and unforgettable pizza – each and every day.

nal dedicated to giving customers a voice in the organisations heo improve the customer journey and the bottom line. Cary movedrs ago and is responsible for Customer Services, Guest Insights andeviously at ADT Fire and Security launching and developing theireld similar operational roles at E-on and British Gas. He isa and optimising the most important touchpoints in the customer

of work Cary is a competitive bodybuilder.

ment EMEA, advising and overseeing a large set of clients across bothCustomer Experience and sector trends. Prior to joining InMoment

nt background, working for brands including Next, Hotel Chocolat,solutions and product advancement whilst optimising client successbjectives.

Waitrose Case Study: Saving £3.5 MStuart Eames, Operational Improvement Manag

UK retailer Waitrose implemented an idea manabox and to better-engage Partners in driving theclear ROI multiple times over, and is gaining tractLewis Partnership.

Stuart is a passionate and enthusiastic leader in proa tier one British Grocer. Having spent 16 years runnand poor processes lead to employee frustration, Studelivered over £3.5m savings to date. Stuart launchgrass roots. Recently recognised through the Employeand has presented on both the subject of engagemen

EVOLUTION OF VOC AN

Virgin Holidays Case Study: Using tKate Burgess, Head of Customer Experience, Vir

No matter your business, your customers now haVirgin business, those standards only rise. So Katcreate and keep happy customers. In this insightfcommunicate the latest thinking behind its radictechnology.

A bi-lingual, tenacious, highly-motivated, dedicated commercial and operations field within the travel/leutilising my superb communication skills, I have forga broad range of people including PLC Board membeWith a proven track record in managing multi-milliooperational results, and a valuable and highly transfbring immediate and strategic value to any role I pos

Are You Sitting Comfortably? You STim Pritchard, Managing Director, Customer Ex

The CX community is operating in an increasinglyexpectation; where improvement action is almossuccess are non-negotiable.

Anyone sitting comfortably in CX needs to think

Disruption is rife. No category is standing still. Ti

Many CX professionals are at a crossroads. Withscrutiny from the C-suite has never been higher.

Is it any wonder CX execs are exhausted?

We’ll be sharing some of the challenges we commemploying to ensure their organisations continu

Helping brands to define, track and activate their Cumoments that matter most to customers, establishincustomer engagement and deliver optimal ROI. Our measurement (relationship surveys, real-time transathe dots between survey, behavioural, CRM, social aplatforms (Medallia and Qualtrics) to capture and refrom all industry sectors, building on research and pl

11:40-12:00

12:00-12:20

12:20-12:40

ood Consulting

Northumbrian Water Case Study: CThrough Cultural TransformationJames Muir, Transformation Development Mana

Delivering great service is at the heart of most oan organisation great, or not so great when it comWater has the vision of delivering unrivalled custrecognised there was a need to develop a transfoemployees, from the exec team to the person ansin the road. True customer engagement involvesinsights, neuroscience tools and emotional intell5 years in order nurture an environment of conti

With 15 years experience within the water industry aenvironment, James has focused his career on enhancdelivering great service and a belief that great results and complete customer focus, he has been working wprogrammes designed to ensure employees and custo


INNOVATIVE AND DISRUP

Why You’re Doing Influencer MarkeHarry Hugo, Director, Goat Agency

Everyone is beginning to latch on to the fact influbut there’s a lot of misconceptions and false ideaHarry has been working on influencer marketingEurope’s largest influencer marketing agency ancompanies like Apple, KFC, British Airways and Gown a piece of.

Harry set up his first business when he was 16, a fooHe was then invited to write for Liverpool’s official wSportlobster by 18 and built relationships with every

Since Harry founded Goat, the company has grown flike Coca-Cola, ESPN, Budweiser and British Airway

How The Latest Technology is RespLorna Crowley, Head of Marketing & Xavier Leg

Technological advancements have changed the wcustomers. And with every advancement, comesaccess to information and new disruptors to the increase. Established players have done great thadapt, not in spite of their legacy systems, but by

This presentation will showcase the latest customadvancements & award-winning case studies to simultaneously transforming their customer exp

14:00-14:20

13:00-14:00

14:20-14:40

12:40-13:00

TINUMAATPLONSORSSP

er w to delivnalised,

experience ustomers.

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nging with her a strong understanding of global B2B marketingth hacking expertise. Prior to joining Engage Hub, Lorna has heldes, telecommunications, and SaaS/cloud computing industries. Mostup and Group Content Marketing Manager at Emarsys, a B2Crna is responsible for devising and implementing the global marketingarket penetration within the enterprise landscape.

for Engage Hub to ensure it not only meets the needs of the market,engagement solutions. Prior to joining Engage Hub, Xavier wasti-national enterprises and major retailers across Europe. Holding anh extensive commercial experience, Xavier is well equipped to consultage Hub’s expanding corporate customer base.

r Time/Money on (And How to Get People

Technology Advisor

ming in the next five years and discuss how to make strategicu through an exercise to get you and senior “roadblockers” to

rking at Mindshare (Media), Myspace (in-house) and Burson-echnology advisory (HERE/FORTH). Featured in BBC, FT, Guardian,

chnologies’ (Pub. Kogan Page/2017) and regular contributor to

ANSPORT, FINANCIAL SERVICES AND RETAIL

f the Largest Scandinavian Insurancemers Evolving Needs

zel

surance companies with over 3 million private and 320,000mented what is seen to be the largest public cloud contactnging expectations of their customers. Currently, the project isthan 3,400 agents. This represents more than half of If’s 6,400

s meeting the brief to respond to the evolving customermeeting customers in new communication channels, tasknment and common best practice across different geographies.

king in the telecoms and software industry. He offers perspective asent but also as an end user when managing a 1,000 agent contactnteractions and is involved in a range of customer projects, from

tal in creating solutions that meet customer demands. During hisnology projects in different parts of Europe. Since 2010, Thomas hasting. He oversees the development of the Puzzel Product portfolio,nnel, contact centre solutions. Thomas is currently engaged in severalrience and wealth of knowledge when presenting at conferences.

Virgin Media Case Study: ImprovingInnovation – How Can you Empoweto Improve Customer Experience? Hannah Shepherd, Head of Retail Experience, V

• Empowering Staff: What are the best approsales team?

• Improving Customer Experience: How does• Increasing Digital Adoption Rates: How to d

can’t put it down!

Hannah has over 14 years experience working for Vresponsible for internal communications and custombusiness for pioneering the use of new and innovativenvironment.

Eurostar Case Study: Mapping CustVerbatim CommentsLaure Noireau, Customer Insight Manager at Eu

• How to assess the experience you offer to yo• How to map your customer journeys from th

verbatim comments?• How to choose the 4 or 5 touchpoints on wh• How to identify isolated best pratices that d• How to spot weak signals, that is to say your• All these questions will be answered during • Laure Noireau, Customer Insight Manager a

After eight years in a number of commercial roles atshe has been responsible for Customer Insight withihas managed a vast array of strategic research projeloyalty and customer segmentation) involving both qcarried over 150 million passengers across the Engliimproving their quality of service.

Created 12 years ago, KPAM is a survey institute speemployees journey mapping. That’s how we help com

We deliver for brands such as Nespresso, Axa, OrangATS Euromaster and Eurostar in the UK. Alongside, w

Previously, Laurent had followed a 15 years career wwhere he worked for brands such as Pepsi, Audi, Me

15:50-16:10

16:10-16:30

ND PRIVACY INCLUDING GDPR

the General Data Protection Regulation Enable

& Spencer

more informed connections with their customers and colleagues.d on trust by the individual that the business will use their data

seful framework for retailers to build the trust in how they use

h an excellent track record of delivering Information Strategy andCombines strong leadership with solid interpersonal skills and aboth the Business and IT domains to identify where information and

perience includes delivery of complex global programmes, leading anInformation strategy for a major retailer.

DPR Fake News Liveionnce

there is plenty of GDPR fiction. GDPR fake news is sweepinge fight against a modern evil putting the sword to some of the

the UK with a concentration on compliance and technology. Hison matters involving risk, compliance and technology across Europe.

tries involving things like data breach, reputation and global privacyexperts on GDPR. He wrote an alert on the new legislation on theleading technology businesses in making representations about the

changes, an extension of the security breach reporting window.

& Spencer & Jonathan Armstrong, Partner, Cordery

ing

al business strategist. Also an author and international keynoteonsulting, I design masterclasses and transformational changelities. Current topics include omni-channel design, proactive, lowand customer hubs. All themed around service innovation. Using

ompetency. Even service organisations that consider themselvese barrier of internal silos and competing agendas. This remains aess.

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PLOYEE ENGAGEMENT, PART ONE

ustomers Through myCEO

rgy to now making a positive difference every day for its staff,sing the Corona Energy journey. See how you too could improve

CEO at the centre of everything.

holly owned subsidiary of Macquarie) since March 2008, alongsideGroup. He began his career with a ten year appointment at Shellnt and business development roles in both Shell’s gas and power

Corona Energy. Corona Energy is the leading Independent B2B Energydium enterprise customers in the UK (www.coronaenergy.co.uk). The11,000 customers and 80,000 sites. Products cover Gas, Electricity,

ding Access, Renewables and White Labelling.

y and growth are built on high levels of customer loyalty.lief that sustained customer loyalty is founded on theDuring this presentation, you will hear how two global brands –

in employee experience and reaped the rewards of high levels ofinsights into what you could do to take your customereople to deliver iconic service.

te of Personnel and Development (CIPD), a Neuro-LinguisticMagic of Monday. He has spent most of his career enabling

tsche Post DHL, Tesco and Transport for London, improveing their employees, ensuring the culture of the organisation isrector at NKD, Obi leads various teams in designing andng and engagement solutions for global clients.

Values & Behaviours Vs. Process & Memory:he Basics Right

anager, Motability Operations

gy within a business is treated like a project – something with aMotability’s case study demonstrates how rigorousent is actually a never ending marathon – which commencesknowledge around them.

employee engagement and customer satisfaction, by removingactions and utilising emotional intelligence with the use of an award winning employee facing virtual agent.

Llaura has 11 years of experience within the financiaprofessional. With an avid interest in occupational psimprove both internal employee engagement and extcommunication specialists who are responsible for thMotability via an internal facing virtual agent (Ask Mof AskMo which has enabled the company to “devaluallowing each customer interaction to focus on emot

FUTURE OF

Are You a Customer Service LeaderArceeb Moughal, Director of Commercial, Kura

New research from ContactBabel has revealed thas a key driver for organisational change. In this sperformance was only “fair” or “poor” – does this organisations canmost improve customer satisfacresolution. So how can organisations achieve thisa great service? And how can they ensure they’reTo answer these very questions, Kura and InisoftAssociation (CCA), to conduct new research, putadvisors that deliver the service. Join this discusimplement the recommendations in your organis

Arceeb has 17 years experience in the Outsourcing isectors. Arceeb believes in straightforward relationsthe potential of people to deliver outstanding results

Oonagh joined Inisoft as a software developer in 19becoming head of the company in 2015. Oonagh befeature designed to solve real problems. Inisoft’s ageadvisor which allows them to concentrate on the cus

BT Case Study: BT’s Customer FirstAbby Thomas, Director of Transformation and C

In 2013 BT embarked on a multi-year programmparticularly in service. BT have moved from a frasites with limited self-service, to a simpler, more ‘channel of choice’. This transformation has delive

As Director of Transformation I am responsible for deproducts (spanning BT’s online, contact centre and reembedding change programmes for the benefit of ourdigital transformation (including app development) a

The Digital Opportunity for Contacthat Drive SuccessKatie Waldeck, Customer Experience Director, s

Engage Award finalists, and service communicatchannels — such as web chat, social media, SMS aneed to do to communicate with their customersthe UK’s best-known companies you’ll learn:

12:00-12:20

guided

12:20-12:40

12:40-13:00

• What the service communications challengesupport channels across sectors from Retail

• The 5 service communication habits — whatyour customer service.

• What the results have been — Research andValley Water as well as other companies, shosales opportunities.

Katie’s responsible for helping leading brands — inclincrease sales by improving their service communicaforward-thinking organisations to create brilliant cuKatie leads an interdisciplinary team whose expertisconsumer research, quality assurance / governance, loves languages as well as travel. And, having trainedof customers when it comes to service experiences.


CUSTOMER ENGAGEME

Perceived Customer Value: The NewProfessor Moira Clark, Director, Henley Busines

This presentation will cover:

• What is perceived customer value and are y• Understanding the key dimensions of value• Have you got a resonating focus?

Moira Clark is Professor of Strategic Marketing at HeDirector of The Henley Centre for Customer Manageinternational companies. Her major area of researchCustomer Retention and Internal Marketing. She haretention and loyalty and the critical linkages betweresearched and published widely on the subject of RPublications include for example, the Academy of Mthe Journal of Relationship Marketing. She is also coWinning and Keeping Customers and Relationship MSuccess through Service Excellence’ examines the cru

Crack the Code: Upgrade Your CustSally Earnshaw, Managing Director, Blue Sky Pe

If you want to drive customer experience in yourof the business. Research shows; Leaders need togood looks like and encourage it to show up everdifferent for the new economy. The conclusion isand without the right tone, climate, and behaviou

Sally has over 25 years’ experience at a senior level bcustomer service and sales results. Her passion for udevelopment, where her enthusiasm and drive has lemission to make the world just a little more human aand published her first book called: Crack the Code:

13:00-14:00

14:00-14:20

14:20-14:40

ustomer engagement

conversations with your proactive, ing you

ustomer engagement

.voicesage.com60 www

right way every time can feel a little like trying toof everything – revolution and evolution? Procesrobotics and multichannel, play a part in that?

Darryl is customer contact professional who has maacross multiple channels. Having helped many well-experiences for customers, he recently took the leadof Digital Acceleration for KCOM, Darryl is on a pers

Bupa Case Study: Getting the ExperSean Risebrow, Director of Customer Experienc

Bupa UK has over 32,000 employees supportingneeds. Our purpose is helping people live longerdeliver consistently the Brand promise without ayou have one how can you ensure all your colleagUsing immersion and research to understand thedefine the target experience, and onto planning ta practical step by step guide to “getting the expe

As Director of Customer Experience Sean led the train 2007 until its acquisition by Liberty Global in 201by analysts as a key element in the $5 to $53 increachanged from bottom quartile to industry lead. Seanorganisation through the four recognised stages to CDelight. Sean worked for Fidelity Worldwide Investmprogramme. In January of 2015 Sean joined NewsUwhere he was responsible for the Customer Experienjoined BUPA as their Director of Customer Experienc

Anna is an established marketing professional with otrade, pharmacy, and most recently within health camarketing activity across the 300 Bupa care homes.Insurance business and over time this responsibility her passion for marketing, she found she really wantfor a new challenge arose she grabbed it with both hteam within Bupa. This role really lends itself to her their potential and deliver outstanding results for an

CX STRATEGIES FOR TH

Rail Delivery Group Case Study: All ChAlastair Page, Senior Service Delivery Manager, Content Guru

Rail Delivery Group’s Alastair Page and Content class customer engagement. They will describe tcommunications estate for the Rail Delivery Gropowerful real-time and historical Management Inability to deal with large spikes in enquiry volumethey think are going to go full steam ahead, and w

Alastair Page is part of the Customer Experience direwebsite, associated Apps and B2b services, ensuringmanagement, Stakeholder Relationship Managemencustomer Journey.

15:50-16:10

16:10-16:30

ankindMedia

on focusing on the key ingredients for a successful transformation.on shares valuable insights from a variety of organisations,h major transformation, reviews what’s needed to make your

why being humankind is essential. “Strategy and technologylts”

ewspapers, overseeing all customer operations for the leading UKCustomer Officer for worldremit.com and illumina.com, Customer

ant in private and public sector, and Customer Service Director atlises in transformation within disruptive markets, driving revenue,is driven by the fact that businesses want profit and people want

es to thrive it’s vital that organisations adapt to humankind, findingo with care, empathy and authenticity. Suzi is a non-executivem that promotes digital skills for inclusion and employability. SheDMGT for her work in helping the founders, Pauline & Carol, establish

in London and Carnoustie. She also loves kayaking, off-roading,

N OF CX SERVICE DESIGN

e Omnipresent ExperienceSamsung

n almost infinite number of ways with which to interact withvery single one of them. In order to deliver the best possibleter understand our customers, the things that affect them and bebe. We also recognise that we need to support our customerss a multitude of categories and very often, in fast-paced We must ensure we are present and active on the right channels,

of resources to underpin best in class customer experience. Comeont of understanding many of these challenges, in helping tovolving world of the omnipresent experience.

eorge has spent the better part of the last decade managing, leading,mer (VOC) programs. With over 26 years’ experience in market

n now spends his career with Samsung, uncovering those hiddenment in Samsung’s overall customer delivery. He has a passion for(CX), while identifying opportunities across Samsung’s multitude ofs on mobile devices.

evolution?KCOM

n new experiences with a blank sheet of paper – assuming thatovernight. However, in reality we know that this is not always

ritage, legacy infrastructure and hard baked ways of working.feel like trying to turn a huge tanker around, a big undertaking

crements, i.e. as an evolution. But does this slow pace of changeoid change altogether? Does it mean they focus solely on peoplen truth, trying to create people who treat your customers the

16:30-16:50

ood Technologies Group, comprising specialised communicationsnologies, and multi-channel cloud communications provider Contentroup has operating companies or facilities in the USA, Netherlands,rvicing household-name customers spanning utilities, travel, financialy recognition includes the 2017 IT Europa Award for ‘Best Vertical

Use of Cloud Services’, and the Queen’s Award for Enterprise:ss in the UK. Since co-founding Redwood Technologies with hist the forefront of innovation in communications technology. His role

heading the Group’s public sector practice.

ustomer Engagement Through Complete

Satmetrix

customers is a good thing, but watch out: An inadequate views to reveal a useful view of the customer journey, and then

hat drives powerful customer engagement. Find out how thevirtuous cycle of insight and growth, and how to avoid stumbling

Satmetrix, based in our London office. He has 12 years of experiencegram consultant, account manager and sales director, into his currentbuild out and refine successful customer experience programs –older engagement. He holds a bachelor’s degree in politics from the

ngaging with Millennials, Raleigh International

s population. They therefore represent a significantor as consumers. James Sutton, Head of Corporate Partnershipsaleigh International, explores the role of corporate socialring insights from the field, case studies, and his own research,er is the right time to be using CSR to turn the heads of this

ess Development Strategist since January 2015; he previouslyua in 2002. James is also a Teaching Fellow in Marketing at thethe Institute of Corporate Responsibility & Sustainability, and a

Board Director with full accountability for the People propositionexecutive team, working tirelessly to ensure that the People strategyountable for the overall HR/ People proposition, including Learningthin a fast paced, customer service, commercially driven business. A

mplementation of a People strategy to deliver the corporate Warehousing and Logisitcs and specialist Head Office functions;

handise, Finance, Customer Experience, Property, Field Service,senter/ speaker of HR/People Strategies, Talent Acquisition and

JOIN THE GROUP AND DISCUSS..In an agile, realtime world, how do we balance the need

Where does CX responsibility now reside?

How do we empower the front line to take the initiative

What frameworks are there to ensure appropriate CX G

These topics and more will be explored in this round tabaround CX Governance.

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

POWERED BY

The Importanceof CX Governance

Derek EcclestonCX Consultant, Expert Services,

MaritzCX

If you haven’t already booked your place, you can do so using yplease contact an EBM member of staff or arrive in plenty of ton a first come first serve basis and we advise you to book ear

POWERED BY

JOIN THE GROUP AND DISCUSS..Social has fundamentally changed businesses and prelationship. Brands know they need to be actively aaren’t sure if their social marketing efforts are payin

Today, brands focus almost exclusively on big social where engagement is already low and dropping. Whoptimise their social efforts to become savvier at unas well as when they are likely to be receptive to bra

This roundtable will aim at discussing the following

• How can social media serve customer experienc into pay-to-play broadcast channels?• How to move away from “likes” and “shares” met social marketing success?• How to leverage your brand community to its fu needs and expectations in real-time?• Engaging across sales, marketing and service for• Scale – save time and effort, while mitigating sec

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

What is The EvolvSocial in The FutuCustomer Experie

If you haven’t already booked your place, you can do so usplease contact an EBM member of staff or arrive in plentyon a first come first serve basis and we advise you to book

Imi De DaranyiHead of Strategic Accounts

Lithium

Charlotte KublerEMEA Marketing Manager

Lithium

stomer engagement software company that provides analyticlyze growth through customer service contact centers.

® is a unified suite—including call recording, qualityworkforce management and voice-of-the-customer

records, captures and analyzes customer engagement centerimprove the customer experience and drive top-line businessite can be deployed in the cloud, on-premises or via hybrid.

brio.com

les organisations to develop and implement Voice of theployee Engagement and Market Research programmes thatand drive business change. Confirmit’s clients create multi-lingual feedback and research programmes that engagepower employees, deliver a compelling respondentd provide high Return on Investment.

tomer engagement model provides the power to listen to thestomer, integrate it with financial, operational and free-form

nerate powerful insight, and take action that will deliveress change and create competitive advantage.

3053 9333firmit.com

r engagement solutions make digital transformation easy for Based on a unified omnichannel platform for AI knowledge-mer engagement, our top-rated cloud applications for web,nd contact centers help deliver connected customer journeys

oints, while enabling the business to optimize those journeysnter performance.

@egain.comn.com

ness services group helping organisations to become market-usiness-ready for the future. We provide specialistonsultancy, training and analytics, executive search andd outsourcing contracting services, and address the customertrategies, technical and operational capabilities that will helpr priorities for change. With an unashamedly commercialo drive down costs, identify hidden risks and support the

elivery so that you can transform confidently, innovatively andsecure your future through better customer engagement.

n Foot71 [email protected]

Engage Hub’s corganisations tweb, email, voiccustomer serviccontrol over allresults in impro

W: www.thee

Genesys® powexperiences eado and passionabusiness outcotrust the industseamless omnicWith a strong tfirst, Genesys isleader in both c

Contact: Neil TT: 07919 173T: +44 (0)203E: neil.titcomW: www.gene

Grass Roots is tbenefits for youall sizes, includisolutions (manycustomers, growhelp companiesbenefits and innbehaviours andperformance, m

Get in touch anE: inspirationW: www.grassT: 01442 829

InMoment™ is aplatform that hbusiness decisiocustomers. ThrCustomer (VoCsolutions, as webrands in 95 co

W: www.inmo

KCOM is an “experWe help enterprisearchitect their IT anexperiences for thedelivery and servicethe promise of digitorganisations transcustomer-centric, a

Contact: Ellie CornE: Ellie.cornick@W: www.kcom.co

Puzzel builds on 20cloud-based contacand mobile paymenplatform to meet thPuzzel can be adapusing any device, inseamlessly. Headquwho are all passionsolutions for contac

For more informatiOda Mo – MarketinT: +47 91 37 46 2E: oda.mo@puzze

Kantar is home to sbrands. IndividuallyKantar Media, Kantare famous and higoffer the most comwatch and tweet – our clients, Kantar the wider WPP gro

W: www.kantar.co

We’re a market leadsoftware solutions our philosophy is “trecognised across asoftware division, Ireal people to solveprovides full Omni-their channel of choSME to Multination

Contact: Michelle JT: 0141 272 1105E: Michelle.JonesW: www.inisoft.co

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t employee engagement is as vital to company performancetomer engagement. Over the last 12 years our solutions haveerformance of close to 1 million people across 220 countries.n helping you identify and solve your unique peopler success is built on delivering practical and engaging peoplemake a difference to the bottom line. Our solutions workre grounded in rigorous science using proven methodologies.p them up with an engaging communications story thatour change and ensures the results we deliver really stick.

Kalsi, Business Development Directorco.uk68 045 6093 4700 230

he world’s leading experimentation platform, enablingeliver continuous experimentation and personalisations, mobile apps and connected devices. Optimizely enablesxperiment deeply into their technology stack and broadly

re customer experience. The platform’s ease of use and speedempower organisations to create and run bold experimentsmake data-driven decisions and grow faster.

mizely.com

apidly growing software-as-a-service company and the leadermanagement. Trusted by more than 1,200 brands acrossualtrics Experience Management platform makes it easy foro measure, prioritise and optimise their customer experience., Qualtrics’ predictive intelligence engine automaticallynsights and predicts the key drivers of customer experience,

ns can focus on improvements that will have the biggestr business. Visit www.qualtrics.com to see how it works andtrial account.

083310altrics.comtrics.com/uk/

x is the leading global provider of customer experienceoftware for companies who know that customer experienceOur software delivers powerful, cost-effective customer

nagement in a complete, always-on SaaS solution. The world’sthinking companies choose NICE Satmetrix, the co-creatorsmoter Score®, to help them build and manage customergrams that deliver bottom-line results. We are a part of NICE, whose cloud and on-premises enterprise software solutionsons of all sizes deliver better customer service, ensurembat fraud, and safeguard citizens.

rd [email protected]

We believe theTransversal is tchanging the wto transform th

Transversal’s prmake a differenevery interactioensures you arecustomer servi

T: +44 1223 4W: www.trans

Salesforce enabway, leveragingand IoT technoSalesforce setsengagement, ancommunity, anabusinesses of e

T: 0800 0921W: www.sales

Verint® (NASDIntelligence®sosecurity intellig10,000 organissolutions to ma

E: info.emea@T: 01932 839W: www.verin

VoiceSage delivcompanies streactivities. Blue Group), Capitalcustomers rely collections, deland other high-Messaging. Voiplus interactionof the UK popureceived a Voic

T: +44(0) 121E: info@voiceW: www.voice

Blue Sky are experts in behaviour change to deliverimproved business outcomes.

Typically, you’ll engage with Blue Sky:If you are trying to drive culture change – our leadershipdevelopment programmes deliver uplift in employeeengagement, a customer focused culture and reduceattrition. If you want to deliver a customer experiencetransformation that gives sizeable shifts in NPS, retention,reduced effort, FCR, cost to serve or an uplift in sales. Ifyou’re looking to create a culture where people want toshow up, are motivated and can deliver great customeroutcomes. We create experiences that engage hearts andminds and that persuade, encourage, inspire and nudgepeople to want to behave differently in their role.

We are hugely passionate about measuring successfuloutcomes as a result of a transformation and have rigidlytracked and measured the return on investment for everysingle client programme, so we can now categorically say,we will deliver an average ROI of around 300% plus.

T: 01483 739 400W: www.blue-sky.co.uk

Established in 2004, Academie du Service is a consultingand training firm offering services in France, in the UK,and more than 25 other countries. All members of ourteam are driven by a passion for service-led professions,inspired by a vocation to share their expertise. Toeducate their clients in the service culture, they putpeople at the centre of their methods and apply theprinciple of consideration symmetry© (Symétrie desAttentions): the quality of the relationship between afirm and its customers is equal to the quality of therelationship between the firm and its employees.

Contact details:Thierry Spencer, Managing Director & [email protected]: +33 1 80 05 18 04

Laurent Garnier, [email protected]: +33 6 23 07 19 34

We are the world’s full-serviprovide businesses the stratfeedback into a competitive

W: www.maritzcx.com

Lithium delivers brilliant digPlatform enables brands to cdigital moment. With the Litthe right content to the righvalue. More than 400 globalpersonally engage more cus

To find out how Lithium can power of social and commun

Contact: Richard Wright, EME: Richard.wright@lithiumT: 07825 689 187T: +44 203-695-8750

ROBOTICS & ARTIFICIALINTELLIGENCE WILL TRANCUSTOMER ENGAGEMENT

CUSTOMERROBOTICS AND AI29 NOVEMBER 2017B L U E F I N V E N U E I L O N D O N

Sponsored by

Ticket h

customer engagement? e to help.n 01483 [email protected]

d Winners in Engagementroach to people development. Based on

d like you to know about us…

results...and win awards

Accelerator Solutions are Custpositive business results throuof solutions focused on Trainin

Our Training and Developmenmake the service difference. Oof service-focused training solleaders delivering service throobjectivity to the process of fincustomers. We’re friendly, flexdirect and lasting impact. We hpromises.

T: 0845 260 6886E: info@acceleratorsolution

Cirrus is an award-winning pro(CCaaS) and IPT telephony, witdeliver business outcomes andbest in class voice, SMS, webchCirrus operates on a true real-resilience and security. Cirrus’call centres and informs businecustomer experiences. Cirrus’ customers benefit from the ab(including homeworkers), levecustomer to name a few benefi

Cirrus has a broad range of expClients include Virgin Trains, NPalace and Economy Energy.

Peter Ashbridge; Business DevE: Peter.Ashbridge@cirrusrT: 0330-022-6063

Nick Nind; Sales DirectorE: Nick.Nind@cirrusresponT: 0330-022-6365

Eptica is a leading European tecustomer experience. Eptica pby AI. Founded 16 years ago bythe key link in the value chain, and across their business.

Globally, more than 450 organdigital channels, including self enable millions of individuals tdaily lives for everyone.

Neil Titcomb, Regional Sales DT: +44 (0)1182 070659E: [email protected]

Network Research is a full seexperience. For over 30 yearsrelationships with their custostages of the customer journecommunications through to svisualisation and technology compelling ways to communi

Contact Richard Gaze T: 20 7680 5100E: r_gaze@networkresearc

Netcall helps you to engage esoftware applications to supcustomer engagement (CX) pseamless customer experienview of each customer.

Transform customer engagemoperating costs and achieve tanywhere. Join 700 organisa

Contact: Louise WrightT: 0330 333 6100 and say E: [email protected]

Oplift is an award winning emcustomer experience. We givcustomer service possible anand manageable. The Oplift pLearn and Bespoke. They cantransformation is best suitedVirgin Media stores across th

Contact:

Ed Mooree: [email protected]: 01273 778289

ations to deliver effortless customer self-service and agentplementing cutting-edge mobile, smart device, and web based

ed agent desktops, and business process optimization tools.m an improved customer experience at every touch point withdigitally on the website or mobile device, at the contact center,Jacada deployments provide complete return on investmenten months after deployment. Founded in 1990, Jacadaes in Atlanta, USA; London, England; Munich, Germany; and

ble at www.Jacada.com

OM Global, delivers software solutions which quickly, easilyrm the way companies communicate and engage with their

om paper to digitalonalised communications

-channel customer servicey hello, and visit our website to find out more.

telligence platform. Providing transformational business toolsery conversation with prospects and customers, and drive morend streamline operations. Available in over 75 countries,you to measure which marketing channels generate calls giving

very touch point of your customer’s journey.

anced Universal Analytics integration available, Infinity willoogle Analytics as well as custom dimensions about the call,

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k, esure, Zurich, Financial Ombudsman and Heathrow Airport ally to give their brands an edge at the point where it matters mostyour brand and your customer. Whether your goal is improvingprocess bottlenecks, re-engaging with disgruntled customers orerviceTick will give you the tools you need.

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businesses communicate is changing so choosing the rightns partner is more important than ever. Sending 1000of our customers every minute, we’re experts in deliveringunications across a range of industries. From physical, printed

ur specialists provide innovative, timely and flexible solutionsuding personal interactive content via text, video and voice

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