THE NEED FOR AGILITY IN THE AGE OF DISRUPTION€¦ · Senior 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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WELCOME

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Steve HurstEditorial Director

[email protected]: 01932 506 304

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Katie DonaldsonSenior Marketing Executive


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Hannah MuleaMarketing Executive


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A very warm welcome to our sixth flagship CustomerEngagement Summit, a seminal event that is now firmlyestablished as Europe’s premier and most highly regardedcustomer and employee engagement conference.

The Summit has gained an enviable reputation for delivering leading edge worldclass case-study led content in a business-like yet informal atmosphere which ishighly conducive to delegate, speaker and sponsor networking.

Our CPD accredited Summit is also recognised for its educational value. It’s aplace both to learn and do business.

The overarching theme of this year’s Summit is ‘The Need for Agility in The Ageof Disruption’ as continuing advances in technology and the new businessmodels that are being spawned continue to forge fundamental changes in thefields of both customer and employee engagement.

Delegates will be treated to a mouth-watering line of speakers from organisationsas diverse as Uber, Amazon, easyJet, Levi Strauss, Leon, Waitrose, Heathrow,Samsung, Google, UNICEF, Daily Mail, Virgin Media, Metro Bank and Bupa.

Hosting our Summit once again is London’s iconic Westminster Bridge ParkPlaza which this evening is also the venue for our second annual EngageAwards, the only customer and employee engagement Awards programme.

New for this year we have our exclusive Customer Engagement Summit app,where you can see who else is attending and start networking straight away,organise meetings in our 1-2-1 Networking Lounge, access all event informationin real time, view the agenda and speakers, take part in interactive polling andshare your own updates and content via the event news feed.

Attendees can also post comments and information on the event feed andprovide feedback with the app survey. These additions and improvements are alldesigned to enhance the customer experience enjoyed by delegates, speakersand sponsors at the Summit. Have an enjoyable and productive day.

Steve Hurst, Editorial Director

THE TEAM

WELCOME

calabrio.com

KEYNOTE STAGE• Chair’s Introduction• Putting Customer Engagement Strategies into a Profitability Context • Levi Strauss Case Study • Customer Engagement Starts with Engaged Contact Centre Agents

• Leon Restaurants Leadership Interview

KEYNOTE STAGEHALL 1

HALL 2HALL 3

HALL 4

CONFERENCE PROGRAMME – HALL 1• Customer Engagement Transformation, Part One• Customer and Employee Engagement, Part Two• CX Strategies for The Customer Journey, Part One• Engaging with The Digital Customer Across The Enterprise• The Future of Work

CONFERENCE PROGRAMME – HALL 2• Customer Engagement in Utilities & Financial Services• Innovative and Disruptive Strategies in CX, Part One• Employee Reward Recognition and Retention• Customer Engagement Across the Enterprise• Customer Engagement in AI, IoT and Robotics

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made to ensureaccuracy in the compilation of this publication, the Publisherscannot be held liable for errors and omissions.

©COPYRIGHT Engage Business Media Ltd. All rightsreserved. No part of this publication may be reproduced,stored in a retrieval system, or transmitted, in any form or bymeans, electronic, mechanical, photocopying, recording orotherwise, without prior consent in writing to the publisher.

,CONFERENCE PROGRAMME – HALL 3• Customer Engagement in Retail, Part One• Evolution of VOC and VOE Across The Enterprise• Innovative and Disruptive Strategies in CX, Part Two• Customer Engagement in Transport, Financial Services and Retail• Customer Data and Privacy Including GDPR

CONFERENCE PROGRAMME – HALL 4• Customer and Employee Engagement, Part One• Future of The Contact Centre• Customer Engagement Transformation, Part Two• The Evolution of CX Service Design• CX Strategies for The Customer Journey, Part Two

FOCUS GROUPS• The Importance of CX Governance• What is The Evolving Role of Social in The Future of Digital

Customer Experience?

Platinum Sponsors 58-63

Gold Sponsors 65

Silver Sponsors 67

Bronze Exhibitors 69-72

Visitor Information 4

Sponsors 6-7

Whats On 9

Agenda Summary 10-11

Summit Speakers 12-15

Floorplan 16-17

FOCUS GROUP

CONTENTS

3

SUMMIT HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.30 Plenary Sessions

10.30 – 11.00 Networking & Coffee Break

11:00 – 13.00 Presentations & Focus Groups

13:00 – 14:00 Networking & Lunch

14:00 – 15:00 Presentations & Focus Groups

15.00 – 15.30 Networking & Coffee Break

15:30 – 17:40 Presentations

17:40 – 18.30 Drinks & Networking Party with Entertainment

18:30 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on the groundfloor near the main entrance.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resortsand use the passcode: CES17

Join the Conversation:#EngageSummits @EngageCustomer

First Aid:Please visit the reception desk on theground floor should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:Amenities at Park Plaza WestminsterBridge Hotel London include:31 meeting rooms; an Executive Loungeand free Wi-Fi throughout the hotel.Guests can invest in their well-being with aworkout in the fitness centre, featuring a15-metre swimming pool, and a revitalisingtreatment from Europe's first Mandara Spa.

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

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 1throughout the day.

At the Drinks Networking Party on LowerLevel 2 at the end of the day a complimentaryBeer and/or Glass of wine is provided.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party with

entertainment

VISITORINFORMATION

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At InMoment, we believe that customers’ experiences are created through a

series of moments with your products, services and people. That’s why

we’ve created a customer experience (CX) intelligence platform that

combines technology and human intelligence in order to make sense of

customer insights and help drive more informed business decisions.

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Want to learn more?

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WHAT’S ON

9

FOCUS GROUPS- JOIN IN ON THE DISCUSSION!

Don’t miss out on a refreshing bottle of beer,chilled glass of wine and some excellent post-event entertainment is none other than award-winning Tom Ward.

Tom Ward is an award-winning up-and-comingstandup. His stories andobservations, combining asense of the whimsical withthe deadpan, have madehim a hit on the live circuit.With a laid-back style thatoccasionally veerstowards the quirky, Tom’sroutines span hisappearance, frustrationswith the minutiae of life, likebeing let down byTupperware, and tales of hisevangelical parents andmanaging a charityshop.

AFTER EVENT PARTY

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

BOOKYOURPLACE

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• Access all event information in real time• View the agenda and speakers • View sponsor profiles • See who else is attending and start networking now - send them a message or save their profile• Share updates and content via our event news feed• Access exclusive content from our speakers & sponsors each day in the lead up to the event

To download:Using your smartphone or tablet search EngageBusiness Media in either the Google Play or theApp Store. Once you have downloaded the app,please enter the email address that you used toregister to the event with to gain access.

What is The Evolving Role of Social in TheFuture of Digital Customer Experience?

Social has fundamentally changed businesses andpromised a new kind of customer relationship. Brandsknow they need to be actively a part of the socialecosystem, but they aren’t sure if their social marketingefforts are paying off. Today, brands focus almostexclusively on big social networks like Facebook andTwitter where engagement is already low and dropping.Which is why they need to streamline and optimisetheir social efforts to become savvier at understandingwhat their customers want as well as when they arelikely to be receptive to brand messages.

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

08:15 Registration & Coffee

09:00 Chair’s IntroductionMike Havard, Director, Ember Services

09:10 Putting Customer Engagement Strategies into a Profitability ContextProfessor Malcolm McDonald, former Professor of Marketing, Cranfield University School of Management

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

15:00 Coffee & Networking Break

13:00 Lunch

HALL 1Chair: Mike Havard, Director, Ember Services

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

PLENARY KEYNOTESAGENDA

SUMMARY

1017:40 Drinks & Networking Party with Entertainment from Tom Ward

THE FUTURE OF WORK16:30 Uber Case Study: The Future of Urban Mobility

Erinn Collier, Head of UK, Uber For Business

16:50 LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive DifferentiatorHussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort

17:10 Landspitali University Hospital Iceland Case Study:Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The FieldViktoría Jensdóttir, Project Manager, Landspitali University Hospital

17:30 Chair’s SummaryMike Havard. Director, Ember Services

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

15:30 Technology-Enabled CreativityCameron Worth, Founder, Sharpend: The Agency Of Things

15:50 Topdanmark Insurance Case Study: How to use Speech Analytics to Improve The Digital Customer JourneyMinna Olesen, CX Analyst, Topdanmark Insurance

16:10 SmartBill Case Study: Lessons Learned from The Launch of a Start-UpNikhil Shah, CEO, SmartBill

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE

14:00 easyJet Case Study: Putting the Customer on the Flight DeckSophie Dekkers, UK Country Director, easyJet

14:20 AI For Customer Engagement: Chatbots, Guided Processes and MoreJohn Connors, Senior Director, Digital Transformation EMEA,eGain Worldwide

14:40 Johnnie Johnson Housing Case Study: Living Longer, Living BetterKathryn Bradbury, Assistant Director Homes and Services,Johnnie Johnson Housing

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART TWO

12:00 Affinity Water Case Study: Automation Versus ParticipationAmanda Reynolds, Director of Customer Relations (Household), Affinity Water

12:20 Window or Aisle? Why we Should Love the Middle SeatClaire Sporton, Vice President, Customer Experience Management, Confirmit

12:40 N Brown Group Case Study: First for Customers – Fit for the FutureKeith Milum, Head of Customer Services, N Brown Group

CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE11:00 Barclays Case Study: #Leadershiprocks – Creating a Leadership

Movement to Accelerate Customer Experience TransformationRich Davies, Head of Colleague Wellbeing and Citizenship, Barclays

11:20 Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre ResponsivenessDawn Roberts, Operational Strategy & Planning Manager,Financial Services, Express Gifts

11:40 UNICEF Case Study: Transforming the Customer Experience at UNICEFVicky Johnson, Head of Supporter Care & Carine Bambara,Advisor for Supporter Care Team, UNICEF UK

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

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 Leadership Interview: ‘In Conversation with’John Upton, Managing Director, Leon Restaurants & Mike Havard, Director, Ember 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


13:00 Lunch

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

THE EVOLUTION OF CX SERVICE DESIGN

15:30 Samsung Case Study: The Era of the Omnipresent ExperienceDarren George, European CX Insight Manager, Samsung

15:50 CX Service Design – Evolution or Revolution?Darryl Beckford, Head of Digital Acceleration, KCOM

16:10 Bupa Case Study: Getting the Experience Right, By DesignSean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience, Bupa

CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

14:00 Perceived Customer Value: The New Competitive BattlegroundProfessor Moira Clark, Director, Henley Business School

14:20 Crack the Code: Upgrade Your Customer Experience, One Conversation at a TimeSally Earnshaw, Managing Director, Blue Sky Performance

14:40 Daily Mail Group Case Study: HumankindSuzi Caesar, Head of Customer Services, DMG Media

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE

11:00 Corona Energy Case Study: Wow Customers Through myCEOMatthew Gray, CEO, Corona Energy

11:20 Inspiring Customer LoyaltyObi Abuchi, Consulting Director, NKD

11:40 Motability Operations Case Study: Values & Behaviours Vs. Process& Memory: How to Utilise Technology to Get the Basics RightLlaura Hughes, Training and Communications Manager,Motability Operations

FUTURE OF THE CONTACT CENTRE12:00 Are You a Customer Service Leader or Laggard?

Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

12:20 BT Case Study: BT’s Customer First TransformationAbby Thomas, Director of Transformation and Change, BT

12:40 The Digital Opportunity for Contact Centres — 5 Communication Habits That Drive SuccessKatie Waldeck, Customer Experience Director, soh

HALL 4Chair: Alyson Fadil, People Director, Missguided

PLENARY KEYNOTESAGENDA

SUMMARY

1117:40 Drinks & Networking Party with Entertainment from Tom Ward

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART TWO

16:30 Rail Delivery Group Case Study: All Change: The Customer Journeyin the Age of CloudAlastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO, Content Guru

16:50 EE The Forest for The Trees: Drive Customer Engagement Through Complete UnderstandingRichard Burns, Director of Strategic Sales, Nice Satmetrix

17:10 Raleigh International Case Study: Engaging with MillennialsJames Sutton, Business Development Strategist, Raleigh International

17:30 Chair’s Closing RemarksAlyson Fadil, People Director, Missguided

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

SPEAKERS

12

Martin Hill-WilsonBrainfood Consulting

Monika Lütke-DaldrupLEGO Group

Amanda ReynoldsAffinity Water

Helen WilsonIPSOS Loyalty

Erinn CollierUber

Keith MilumN Brown Group

Mike HavardEmber Services

Vicky JohnsonUNICEF UK

Sophie DekkerseasyJet

Alyson FadilMissguided

Seth EllisonLevi Strauss

John UptonLeon

Malcolm McDonaldformerly Cranfield University

School of Management

Tom GoodmansonCalabrio

Eric HaddadGoogle

Laure NoireauEurostar

Harry HugoGoat Agency

Paul ArmstrongDigital Marketer, Strategist and

Technology Advisor

Hannah ShepherdVirgin Media

Paula StannettHeathrow

SPEAKERS

13

Kathryn BradburyJohnnie Johnson Housing

Stella CreaseyFidelity International

James MuirNorthumbrian Water

Hussain AfeefLUX* Resorts & Hotels

Viktoría JensdóttirLandspitali Unversity Hospital,

Iceland

Darren GeorgeSamsung

Satarupa BanerjeeDirect Line Group

Minna OlesenTopdanmark Insurance

Guy JohnsonMarks & Spencer

Stuart EamesWaitrose

Alastair PageRail Delivery Group

Jonathan ArmstrongCordery Complience

Cameron WorthSharpend: The Agency of Things

Kev JefcoateGrass Roots Group

Obi AbuchiNKD

Nikhil ShahSmartBill

Anna WilcoxBupa

Michael MaicherAllianz Global Broker

Management

James SuttonRaleigh International

Carine BambaraUNICEF UK

SPEAKERS

14

Richard SpencerDonor Experience

Andrew RichardsMetro Bank

Chris HumphreyBE Advisory

Matthew GrayCorona Energy

Max AmordelusoAmazon Alexa Skills Kit (ASK)

Andy WilkinsBE Advisory

Llaura HughesMotability Operations

Professor Moira ClarkHenley Business School

Tim PritchardKantar TNS

Abby ThomasBT

Suzi CaesarDMG Media

Sean RisebrowBupa

Darryl BeckfordKCOM

Arceeb MoughalKura

Oonagh McBrideInisoft

Laurent GarnierKPAM

Cary LawtonPizza Hut

Matt TrickettInMoment

Brendan DykesGenesys

Rich DaviesBarclays

SPEAKERS

15

Sally EarnshawBlue Sky Performance

Improvement

Lorna CrowleyEngage Hub

Martin TaylorContent Guru

Dave ThomsonSalesforce

Ben MurphyATOS/NS&I

Sandra SchroeterOptimizely

Thomas RodsethPuzzel

Katie Waldecksoh

Richard BurnsNICE Satmetrix

Derek EcclestonMaritzCX

Imi De DaranyiLithium

Dawn RobertsExpress Gifts

Xavier LegrandEngage Hub

Claire SportonConfirmit

John ConnorseGain Worldwide

Neil ProcterCentrica Connected Home

Carolyn BluntEmber Real Results

Allison WindonAllianz Global Corporate

& Specialty

Kate BurgessVirgin Holidays

Charlie FerrisUtility Warehouse

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PlatinumCalabrio 17Confirmit 1eGain 15Ember Group 38Engage Hub 39Genesys 4Grass Roots 11InMoment 5Kantar TNS 14KCOM 7Kura 9NICE Satmetrix 36NKD 3Puzzel 18Qualtrics 13Salesforce 12Transversal 40Verint 6VoiceSage 37

GoldBlue Sky Performance Improvement 2Content Guru 41KPAM 10soh 8

BronzeAccelerator Solutions 25Cirrus Response 21Eptica 22Infinity 16Jacada 26Macro 4 35Netcall 34Network Research 24Oplift 20Opus Trust 32Paragon 23ServiceTick 33

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DON’T MISSNETWORKINGPARTY WITHENTERTAINMENTAT 5.40LOWER LEVEL 2

KEYNOTE STAGE

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KEYNOTE STAGERegistration & Coffee

Chair’s IntroductionMike Havard, Director, Ember Services

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operationsmanagement, HR leadership and then as a senior professional in customer management strategy, operational deliveryand leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a foundingdirector of Ember, a business services group focused on service strategies across channels (digital, voice and retail) andperformance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations todetermine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations rangingfrom anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. Hehas authored management textbooks in customer management, and has had many thought leading papers published.Mike has also been an advisor to government departments, nationally and internationally, and has advised many UKand global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and dodangerous things in the mountains occasionally. (But likes it better when he comes back!)

Putting Customer Engagement Strategies into a Profitability ContextProfessor Malcolm Mcdonald, former Professor of Marketing, Cranfield University School of Management

One of the major problems with the whole customer engagement and customer centricity movement is that,without great care, suppliers might end up achieving only an average level of customer satisfaction across thewhole market, given that in any market there will always be at least ten segments exhibiting different attitudes,behaviours and needs. Even worse, if this is the case, reputation and profitability are also damaged.

This keynote will briefly summarise 120 pieces of research that spell out the marketing factors that have beenshown to lead to long term profitability and will set this firmly within the context of the overall conferencetheme. This involves the engagement of all stakeholders, particularly employees. It also spells out the needconstantly to revisit our business models and engagement strategies in light of the technology-driven pace ofchange. In particular, this keynote will spell out a process for linking customer engagement strategies to salesand profit growth.

Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management,with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, inBusiness Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has aDoctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensiveindustrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of2012, he spent seven years as Chairman of Brand Finance plc.

He spends much of his time working with the operating boards of the world’s biggest multinational companies, such asIBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN andAustralasia. He has written forty four books, including the best seller “Marketing Plans; how to prepare them; how to usethem”, which has sold over half a million copies worldwide. Hundreds of his papers have been published.

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

As a brand that is 144 years old, has 50,000 retail doors and almost 3000 branded stores, it may surprise someto learn that LS&Co. attributes part of its undeniable success to maintaining a start-up mentality when it comesto building a world-class omnichannel retail experience. As a company that generated $301 million in Europeansales and a profit increase of 27% in the first quarter of this fiscal year, LS&Co has survived market disruptionagainst the odds and continues to prove itself a timeless brand; evidence that they are succeeding in captivatingthe consumer. While the consumer is hunting for the perfect fitting pair of jeans, LS&Co. are focused on makinga consumer experience that is a perfect fit for all. With over 30 years in the apparel industry, Seth Ellison, EVPand President for Europe, has seen first-hand how weaving product and innovation together can drive anamazing consumer experience and commercial success. He will highlight how LS&Co. are making strategicinvestments to bring their iconic products to life. In addition, it will detail the holistic attitude that LS&Co adopts

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Smart MomentsUnderstand why

needs.

Smart Workforce

on customers’

them to address those

Engaged Workforce

SmartWorkforce

Smart Moments

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Engagement Management

Workforce

increase customer loyalty and engagement, enhance revenue,

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KEYNOTE STAGEfrom the ground up, encompassing a strategy of putting the “best players on the field at every position,” keepingthe consumers as the pivotal centre of everything and staying true to their values in order to thrive in a marketof growing customer expectations.

As Executive Vice President and President, Europe, Seth Ellison is responsible for the company’s overall business strategyand operations across all brands and channels in the region. In addition, he is a member of the company’s worldwideleadership team, which sets the company’s global direction

Seth joined the company in September 2012 to serve as president of the Dockers® brand. He has a passion for growingbrands and a track record of success in large and small companies. He has more than 30 years of apparel experience –including president of the swimwear group at Perry Ellis, vice president general manager of EMEA Apparel and presidentof Hurley International at Nike Inc. Most recently, Seth was the chief commercial officer at Alternative Apparel where hesuccessfully evolved a t-shirt blank supplier into a global wholesale brand sold in key US accounts, includingBloomingdales, Nordstrom, Macy’s, Dillard’s, Urban Outfitters and in 120 countries. Seth also worked at AuthenticFitness Corp. as the director of menswear for Speedo and the president of the outerwear division, and served as the vicepresident of design and merchandising at Quicksilver, Inc. Seth attended Stanford University in Palo Alto, California.

Customer Engagement Starts with Engaged Contact Centre Agents – New StudyReveals “Health” of the Front LineTom Goodmanson, President and CEO, Calabrio

According to a recent Gallup poll, employees who are engaged are more likely to improve customerrelationships, with a resulting 20% increase in sales. Since contact centre agents are on the front lines ofcustomer inquiries and issues, they’re vital assets to your organisation. Yet contact centres still experiencehigher attrition rates than other departments, and that comes at a significant cost. In this discussion, Tom willreveal the findings of Calabrio’s latest research which includes insights from over 1000 contact centre agents inthe US and UK and highlights the challenges they face, the issues companies need to address to ensure the rightcustomer experience is delivered and how to prepare your workforce for the contact centre of the future.

Tom Goodmanson, President and CEO of Calabrio, has more than 20 years of experience leading fast growing dynamicsoftware and technology companies. Since assuming the CEO position in 2009, Tom is credited with reinventing thecompany and its culture around a strategy to expand value and reach through new, innovative products, and remarkablecustomer experiences. Addressing the market need for simpler solutions to complex customer interaction challenges,Tom’s vision to redefine the standard for software ease-of-use has been instrumental in making Calabrio one of thefastest growing companies in the industry. Prior to his role at Calabrio, Tom was a senior leader in several successfultechnology-based companies, including Gelco Information Network and Magenic Technologies. Tom currently holds aboard seat at Virteva. Tom has a B.S. degree in Accounting from St. Cloud State University.

Leon Restaurants Leadership Interview: ‘In Conversation with’John Upton, Managing Director, Leon Restaurants & Mike Havard, Director, Ember Services

With extensive experience of multi-site consumer-facing retail, franchise and commercial activities, John is part of thesenior leadership team at LEON, the fast growing naturally fast food chain. In his role, John divides his time betweenrestaurants and looking for ways for LEON to accelerate its mission – to make it easier for everybody to eat and live well.Over the past 12 months, John has led significant growth in LEON’s reach and scale through opening up new channelslike delivery and entering into new UK & international partnerships.

Before LEON, John has enjoyed a broad-ranging career spanning the past 20 years, starting out professional life as anM&A lawyer in the late 1990s. Having joined McDonald’s UK in 2002 as an in-house counsel, John decided to changehis career path completely so that he could get closer to customers and the restaurant teams. He began a new life inoperations as a crew member in a London Drive Thru and then moved through a variety of operational, franchise andsenior leadership roles. These roles included managing a region of company-owned restaurants which included P&Laccountability for £100m annual sales and 3,000 crew & managers. In his last role at McDonald’s, as a Senior Director,John led the development and implementation of the major people change programme (for 100,000 employees) tosupport the role out of the new Experience of the Future restaurants across the UK.

Coffee & Networking Break

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CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement toAccelerate Customer Experience TransformationRich Davies, Head of Colleague Wellbeing And Citizenship, Barclays

• Hear from Rich, around how Barclays are engaging, developing and inspiring our most junior but most influential Leaders within our business to create great outcomes for customers and colleagues

• The Team Leader / Team Manager role is becoming increasingly complex with customer demands and expectations continually evolving. Couple this with a different level of colleague support now required and it’s a really tough role within most organisations. #leadershiprocks is a concept which looks to tackle the current reality of the role, it’s not about new technology, process or training it’s about how Barclays enable leaders to be the best they can be

• Call listening is nothing new within a contact centre environment, however Barclays now offer a different take on how to get the most from truly listening to customer interactions and how collaborative colleagues can make a real difference in providing great service for customers – Welcome to the #LIVE!lounge

• Take a look at how the power of empowered and connected colleagues can create new ways of working and a culture of true care and empathy…with real business results

Having enjoyed a diverse career gaining extensive experience working across industry sectors and disciplines includingRetail, Financial, Utilities, Legal and Education sectors, this broad commercial experience helps me to provide leadershipteams with valuable strategic insight complimenting my operational knowledge and attention to detail. I have been withBarclays for almost 5 years enjoying a variety of roles from colleague transformation, to managing a £15M strategic sitetransformation then onto my current role as Head of Colleague Wellbeing and Citizenship.

I am described as an enthusiastic, insightful and innovative individual who is versatile and tireless in pursuit of solutions. Ienjoy working in teams to bring about change, always looking for ways to improve the colleague experience and the servicewe deliver to customers. I ensure trust is maintained at every level, remaining authentic and committed throughout, this isvery important to me. I always look for opportunities to learn new skills, whether that is in a commercial or voluntarycontext. I am committed to giving something back to what has been important to me in my own personal development; Iam therefore very active in the community and in a voluntary context through sport, school and creating opportunities foryoung people to develop and achieve their potential.

Express Gifts Case Study: Using Customer Engagement Tech to Deliver CustomerIntelligence, Resolve Credit Issues and Improve Contact Centre ResponsivenessDawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts

Express Gifts provides a personal shopping service to around 1.5 million customers each year through acombination of direct marketing and online via the studio.co.uk and ace.co.uk websites. Shoppers may choose topay for their purchase within 28 days, or take advantage of a monthly credit programme. Its OperationalStrategy & Planning Manager, Financial Services, Dawn Roberts, will discuss how automated surveys, composedof a combination of transactional questions and a free-text box, has helped the retailer build up a huge wealth ofdata on users and their preferences to deliver against that brand promise. Dawn will also present on howExpress Gifts is using proactive customer engagement solutions in its collections processes, plus is trialling anew Visual Touch Message-based system to help make it easier for customers to make a payment, with a 90%retention rate but even better, an uplift in conversion rates amounting to a million pounds worth of revenue.

Dawn is Operational Strategy & Planning Manager, Financial Services, at home shopping service leader Express Gifts.She has 20 years experience working in the financial services and retail sector running collections and recoveryoperations and customer management strategy, with senior leadership roles in organisations such as Home Retail Group(Habitat and Argos), Barclays and M&S. Dawn is passionate about delivering deep customer satisfaction as well asmultiple efficiencies and cost-savings.

HALL CHAIR:Mike Havard, Director, Ember Services

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UNICEF Case Study: Transforming the Customer Experience at UNICEFVicky Johnson, Head of Supporter Care & Carine Bambara, Advisor for Supporter Care Team, UNICEF UK

At UNICEF UK, we’ve read a lot of white papers, listened to webinars, attended lots of seminars and delved intoloads of case studies on how to get that all important feedback from your customers….does this sound familiar?We’ve explored all the metrics, NPS, Customer Satisfaction and the evolving trend towards Customer Effort, tofind how we can understand our customers better. Being a charity with a zero budget, we had an opportunitythrough a new graduate programme to set a creative challenge that would transform our Customer Experience.We developed and launched our Voice of the Customer framework, where we able to track feedback on ourbrand, customer journeys and experiences…as well as doing the all-important bit ‘on how to relate this feedbackto changing the future for children all over the world’. The UNICEF UK Case Study: takes the viewpoint of thecustomer and how they want to make a difference to the lives of children, but in their own way.

I have a strong belief that our customer success it is through the hard work, dedication and sheer brilliance of the peoplethat I work with. Working for the international children charity Unicef, has opened my eyes that you can achieve theimpossible by empowering your front line teams and graduates to develop customer service strategies in a quick andlean approach. By having a focus on the customer at all times, you can develop services to your customers that matter.

Our supporters are at the centre of all we do at Unicef UK and it is their passion that drives that helps us strive tounderstand and improve our engagement with them. We have a dynamic and interactive Customer Engagement Teamwho operate over 5 different channels and our supporters give us feedback on all these channels.

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART TWO

Affinity Water Case Study: Automation Versus ParticipationAmanda Reynolds, Director of Customer Relations (Household), Affinity Water

Hear how the value of automation and digital can drive improved satisfaction and optimise costs, but is the realbusiness value in participation and a service focus on a community level?

Outstanding track record of creating award winning customer centric businesses, delivering an enviable and attractivereturn on investment. Extensive experience within the Customer Services Industry – over 20 years across all sectors and11 countries primarily for FTSE 100 companies. Focused largely on transformational change and in the last 7 years ondigital service. An enthusiastic people focused leader with a strong drive for results and success.

Previous experience

Accenture Strategy, assignments incorporated: change lead of designing a new digital business for an energy company,lead for global digital service or a global bank, Customer Service Director at a FTSE 100 utility, Service transformationlead for a major UK bank separation including design for new digital footprint, Exec advisor for insourcing/outsourcingincluding a strategic review at a world-class investment company.

Window or Aisle? Why we Should Love the Middle SeatClaire Sporton, Vice President, Customer Experience Management, Confirmit

Why would you want to be in the middle? It’s OK for an hour or two, but long haul? No thanks. Yet the person inthe middle can facilitate communication between the edges, share perspectives, join people together.

Your organisation’s middle managers are in the middle seat. How can you get the most out of their uniqueperspective and enable positive change across the business? Join Claire Sporton, Vice President, CustomerExperience Management, Confirmit as she discusses how Customer Experience managers can drive positivechange – starting in the middle.

Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Servicessector, and more recently supported a wide range of organisations in the development and implementation of programmesthat not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is toensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos andempowering individuals across the organisation to do the right thing for both their customers and the business as a whole.

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N Brown Group Case Study: First for Customers – Fit for the FutureKeith Milum, Head of Customer Services, N Brown Group

A presentation looking at how putting customers at the heart of your thinking can encourage changes in yourcompany delivering enhanced experience and improving business performance. Keith will talk through the stepsN Brown have taken along their journey.

Experienced business leader in customer services, customer experience and logistics in the retail, distribution,energy/utilities and not for profit sectors, with high levels of strategic and operational skills; aligning business strategyand operations, proactively driving change, exceeding cost and service goals and achieving commercial objectives for awide spectrum of organisations. Focused on a customer connected approach, allied to exceptional leadership andcoaching skills to deliver optimum performance. Excellent track record of working across businesses to buildrelationships, engage all key stakeholders and transform operational performance. Specialties: Change management;Customer Experience; Business turnaround; Performance management; Profit and Service delivery; Mergers andAcquisitions; Coaching, leadership and development; Multi level relationship building; Transformation management;Contractual and Union negotiation; Board level experience.

Lunch & Networking Break

CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE

easyJet Case Study: Putting the Customer on the Flight DeckSophie Dekkers, UK Country Director, easyJet

The inception and evolution of easyJet, not just innovation and technology, but how the success of the airlinehas been achieved by putting the customer at the heart of what we do. How we’ve developed an open two-waydialogue with our customers, and been brave enough to challenge (and break) the rules of the low-cost airlinemodel. Being a step-ahead in digital development, and a sneak peek into the future of air travel.

Sophie has led easyJet in the UK as UK Country Director for the last 3 years. In this role she is responsible for driving theairline’s commercial success and strategic direction in the UK, including over 140 aircraft and £2.8bn revenue. Sophiehas been with easyJet since 2007 in a variety of roles including UK Commercial Manager, working alongside BCG whenCarolyn McCall joined to review the company strategy, and then as Head of Change Management leading the delivery ofthe strategy. Following this she took on the role of Head of Business Proposition providing the strategic direction forattracting more business passengers to easyJet. Sophie started her career as a graduate at Millward Brown beforemoving on to be a Director at Cambridge Market Research, focusing on retail strategy. Sophie is a founding member ofeasyJet’s Women’s Network, mentors a number of women, and is passionate about inspiring school pupils to achievemore than they thought possible.

AI for Customer Engagement – Chatbots, Guided Processes and MoreJohn Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide

Join us for a presentation that covers:

• What is Artificial Intelligence?• Sentient, Learning and Taught Systems / What AI does eGain have?• AI that works / eGain AI successful customer deployments• AI Capabilities for Customer Service/Experience• Harnessing eGain across the Customer Service Cycle

John Connors runs the Digital Transformation team for eGain Worldwide. Working with eGain’s customers andprospects, John helps his clients use digital technology, knowledge management and applied AI to deliver their businessstrategy. With a degree in Physics and Computer Science from Brunel University, UK, John started his career with BPResearch before moving to Bull Information Systems as an AI specialist. In over two decades of tenure with eGain, Johnhas had pretty much every job in the company – Deployment Consultant, Consultancy Manager, Presales Director andnow Senior Director of Digital Transformation.

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Johnnie Johnson Housing Case Study: Living Longer, Living BetterKathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing

Johnnie Johnson Housing (JJH) is a not-for-profit housing association dedicated to offering quality homes forindependent living. Their vision is simple, it is focused on “Living Longer, Living Better”. They want to help theirresidents age well, live independently and maintain their quality of life for as long as possible. JJH have beenproviding housing for over 55’s for nearly 50 years. In 2014 the organisation was hit with downgrades in bothgovernance and viability from the Homes and Communities Agency (HCA) which left the business on a cliff edgeand in a position of closure of facing a merger.

Kathryn Bradbury, Assistant Director, Homes and Services will talk about coming back from the brink,rebuilding the organisation with customers at the heart of service delivery, becoming the only UK housingassociation to remain independent after a downgrade and their plans to build over 500 new homes within thenext four years.

I am leading Neighbourhoods, Customer Services Hub, Asset Management and Repairs teams, providing strategic andoperational direction throughout the service, empowering staff to deliver outstanding customer service and embraceJJH ‘one team’ approach.


ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

Technology-Enabled CreativityCameron Worth, Founder, Sharpend: The Agency of Things

SharpEnd are the UK’s leading Internet of Things agency and will be discussing how they are using pioneeringtechniques and technologies to engage consumers. SharpEnd founder Cam will be sharing creative processes,ways of approaching ‘new tech’ and will be talking through case studies from the likes of Malibu Rum, JamesonWhiskey and Nestlé.

Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined both areas tostart SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.

Topdanmark Insurance Case Study: How to use Speech Analytics to Improve theDigital Customer JourneyMinna Olesen, CX Analyst, Topdanmark Insurance

In this session, Minna will tell you how Topdanmark Insurance is using Speech Analytics insights from customercalls to help the digital transformation on its way. Through case studies you will hear how the technology can beused for identifying significant obstacles on the digital customer journey that impede smooth digitaltransformation. These obstacles can then be addressed by technical solutions and adequate agent training.

For more than 10 years, Minna has played a central role in the CX team in Topdanmark, the second largest insurancecompany in Denmark. The team leads the company’s VoC programme and is responsible for customer feedback, surveysand analytics. Insights are used for improving customer service, communication, processes and products. In 2014,Topdanmark implemented Verint’s recording and speech analytics technology as part of a more data-based approach tocustomer analytics, and Minna is now responsible for the company’s speech analytics setup, which is used fortransforming insights from customer experience and behaviour into improved customer satisfaction, business efficiencyand growth. Minna graduated from Copenhagen University with an MA in Danish language and literature, and she alsoholds an MA in Linguistics from Lancaster University, U.K.

15:30-15:50

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SmartBill Case Study: Lessons Learned from the Launch of a Start-UpNikhil Shah, CEO, SmartBill

A discussion of customer engagement lessons learned through the process of launching an innovative Fin-Techstart up.

Whilst technology is an effective facilitator of a successful customer engagement strategy, it can only take youso far. We discuss the benefits, challenges and lessons learned from implementing an old-fashioned engagementstrategy based on human interaction, enabled by the latest in customer analytics technology.

Whilst these insights have been gained in a start-up environment, we hope they will be applicable to anybusiness, especially those looking to launch disruptive products or enter new territories

Nikhil Shah is CEO and co-founder of SmartBill, an innovative expense management tool that enables consumers andbusinesses to streamline their costs. It helps user to identify, track & manage all their recurring expenses from one place,including unwanted subscriptions, which cost the UK £4bn per annum.

Nikhil and his co-founders decided to launch SmartBill after being stung by unwanted subscriptions and hating thehassle of shopping around for cheaper contracts on price comparison sites. The problem is finally being recognised by theUK government who recently made tackling the “subscription trap” a focus point in the Spring budget. He was previouslyan equity Investment Analyst and Portfolio Manager who worked for a number of high profile, trusted firms includingKnox D’Arcy, JP Morgan, & Bank of America Securities. He created the UK’s first fund to invest based on Director tradingactivity, which was a top UK performer within 12 months of launch. He has travelled 40 countries, enjoys Bourboncocktails and is a certified Scuba Diver.

THE FUTURE OF WORK

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

Erinn will talk about how the world we live in is changing, as the way people approach transportation evolves.Erinn can share how Uber is partnering with businesses, cities and even real estate developers to deliveraffordable, seamless and efficient transportation that’s accessible to your employees, customers and partners.

Erinn joined the Uber for Business team earlier this year from Salesforce, where she was most recently Regional VicePresident for the Salesforce Marketing Cloud, managing a team that sold multi-channel marketing software into clientssuch as GlaxoSmithKline, Philips, Unilever and Reckitt-Benckiser. Erinn joined Salesforce via their acquisition of BuddyMedia in 2012, having opened up Buddy Media’s EMEA office in London in late 2010. She ran both the strategicaccounts and agency relationships teams at Buddy Media in New York prior to relocating to Europe, working with thelikes of WPP, Omnicom, Publics and Sapient to bring scalable social media marketing solutions to shared global clients.

Erinn graduated with honours from Parsons School of Design in New York City with a BBA in Design & Management,and also holds an MBA with honours from Politecnico di Milano in Milan, Italy.

LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as YourCompetitive DifferentiatorHussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort

• Striving to the be an employer of choice in the world’s most competitive hospitality destination is not an easy feat. With over 112 resorts & hotels in the Maldives, discover how LUX* SOUTH ARI ATOLL service culture enabled them to climb 54 ranks to be the 10th most recommended resort on TripAdvisor (over 212 registered hospitality service providers) in a span of just two years.

• How can you cultivate a company culture that consistently drives towards creating a delighted customer and steps to take in building a robust service culture transformation.

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• Establishing and developing an innovative and competitive service culture for maximum guest and team engagement.

• Empowering employees: Creating a balanced Customer Experience Management framework which allows Team Members the opportunity to go beyond and consistently deliver outstanding service at LUX* Resorts and Hotels.

Experienced in the areas of HR strategy, customer experience, quality management, talent, performance management andlearning and development, Afeef Hussain has been in the hospitality industry for over 15 years. He has lived and worked indiverse geographies including Malaysia, Singapore the Middle East. Currently at the leading LUX* Resorts and Hotels,based at their Maldives property LUX* SOUTH ARI ATOLL, his expertise spans across areas such as quality and changemanagement and service strategy as well as employee engagement, employee marketing, and branding. He has spoken inHR Summits and various speaking engagements in Indonesia, Dubai, Hong Kong and United Kingdom, India, Sri Lanka,Maldives and Singapore and is also a Certified Speaker/Trainer and Coach from the John Maxwell Team. In February 2016,Afeef was awarded Global Training and Development Leadership Award at the 3rd (2016) & 4th (2017) Global TrainingConference in Mumbai and World HRD Congress 2016 awarded him the title of “100 most influential Global HRProfessionals”. This title was researched and granted by one of the founder of World HRD Congress and World CSR Day, Dr.R. L. Bahatia. Afeef is also a graduate of Harvard Business School Executive Education Program Class of March 2016.

Landspitali University Hospital Iceland Case Study: Getting HealthcareEmployees Excited to Learn About CI and use The Knowledge in The FieldViktoría Jensdóttir, Project Manager, Landspitali University Hospital

In this session Viktoría will go through the development and implementation of their 5 level training programthey developed for employees. Lean 01 is a 2 hour workshop about basic tools with hands on exercises, Lean 02which continues from Lean 01 and is 3,5 hours with more advanced topics. Then its Lean 03 which is specificallyfor employees who want to become lean coaches, but the hospital has 60 coaches currently. Lean 03 is 6 daysspread over a year with real time projects. Lean 04 is aimed for managers and is 3 full days over a semester andLean 05 is for top management and that is currently being developed. The hospital has over 5000 employeesand there are only handful of full time CI specialist therefore it’s crucial to train and develop the employees sothat CI will live and prosper.

Viktoria has got an M.Sc in Industrial engineering and got her first experience working with CI at Alcoa in the easternpart of Iceland. There she was fortunate to work with great leaders and learning from the alcoa business system coaches.After four years working as a process owner at Alcoa she moved to Össur as CI&Safety manager for Össur HF, sheimplemented 5s, suggestion system, the lean school, visual management and daily huddles, strategy deployment etc.After four years at Össur she started working for Síminn, an icelandic telecommunication company where sheimplemented lean in an office environment and now she works as a project manager for the kaizen promotion office atthe university hospital of iceland. In that roles she teaches lean and leads improvement projects. Viktoría has also taughtCI in the University of Iceland and University of Reykjavík.

Chair’s SummaryMike Havard. Director, Ember Services

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operationsmanagement, HR leadership and then as a senior professional in customer management strategy, operational deliveryand leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a foundingdirector of Ember, a business services group focused on service strategies across channels (digital, voice and retail) andperformance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations todetermine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations rangingfrom anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. Hehas authored management textbooks in customer management, and has had many thought leading papers published.Mike has also been an advisor to government departments, nationally and internationally, and has advised many UKand global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and dodangerous things in the mountains occasionally. (But likes it better when he comes back!)

Drinks & Networking Party

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Creating joined up experiences by putting the customer at the heart of your business

We all know that designing the ‘perfect’ customer experience is an on-going task. But where do you start, when there are so many conflicting ideas?

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

Our experts understand these challenges and can provide you with the right knowledge, tools and metrics to help you make informed decisions and cho se the best approach for your business.

Visit us at stand 7 and join the debate

kcom.com

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES

Metro Bank Case Study: Fan-Atical Execution in a High Growth BusinessAndrew Richards, Head of Regional Retail Banking, Metro Bank

With 51 stores already open and plans to have up to 100 by 2020, over 2,800 colleagues and more than a millioncustomer accounts, Metro Bank is revolutionising British banking. In this presentation, we will discuss how theorganisation builds a superior customer experience by focusing on culture, while growing at an exponential rate.

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus onCustomer Experience. Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TDBank in Washington DC, where he was the Senior Vice President of Retail Banking. Andrew began his retail bankingcareer in 1985 when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank,America’s Most Convenient Bank, Andrew worked in a number of prominent roles culminating with expanding andbuilding the revolutionary, service-driven model in both existing and new markets.

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

By delivering efficiencies in knowledge Utility Warehouse has transformed the relationship between itscustomers, agents and distributors. Head of Customer Service, Charlie Ferris will describe how agents are ableto provide a personalised service to customers and become emotionally engaged as a result of its cognitiveknowledge solution. He will talk about the business transformation journey which has resulted in a positiveimpact on First Call Resolution, CSAT and NPS results – and agent training times.

Charlie Ferris is a customer champion par excellence. Thirteen years ago, he started on the phones at Utility Warehouse– treating every customer as ‘Mum’. Since then, he’s fostered an award-winning customer service culture where 93% ofmembers would recommend the company to a friend. Charlie now spearheads a customer service call centre of 300.Every single member of his team is crucial to Utility Warehouse’s mission: to become the nation’s most trusted utilityprovider. Charlie’s initiatives include establishing a customer experience team from scratch four years ago tocontinuously drive excellence. In 2015, he also introduced pioneering new technology that improved results so muchthat Utility Warehouse won a CXA UK Customer Experience 2015 award.

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

Many companies talk about putting the voice of the client at the heart of their organisation with the objective ofimproving their client experience. But what does this really mean, and how do you ensure that client voicebecomes part of the lifeblood of your organisation?In this session, Stella Creasey, Global Voice of the ClientLead at Fidelity International, will share her experience of what it takes to drive a truly transformational Voiceof the Client programme in a business that is used to periodic infusions of client insight rather than living andbreathing it every day.

• Timing your chat – knowing what you want to discuss• Changing the conversation – It’s more than just a survey, it’s a client engagement tool• Maintaining a healthy dialogue – critical success factors• Dispelling common gossip – overcoming challenges and hurdles

Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the ClientExperience transformation programme. Fidelity is a leading global Investment Management business with clients in thedirect end investor space and the business to business space.

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HALL 2HALL CHAIR:Helen Wilson, Managing Director, IPSOS Loyalty

A seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insighttransformation to drive business growth. Over 20 years experience in commercial and public sector companies in themedia and entertainment sectors, telecommunications and asset management. Prior to Fidelity, Stella was Senior VicePresident for Global Research and Insight at BBC Worldwide – the commercial arm of the BBC.

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX PART ONE

The Digital Advantage – Disrupt The DisruptorsBrendan Dykes, Product Marketing Director, Genesys

Digital disruption has created a tough dichotomy for businesses to struggle with – to remain relevant in thedigital age, the brand must embrace the digital ecosystem; however, the cost of embracing it can often seem tooutweigh the benefits. Solving the challenge of “digital proliferation” in our businesses will turn the cost ofsimply staying relevant, into revenue growth as digital business leaders; recognising the distinction between theart of the achievable and the art of the possible; all while keeping the bottom line in check. Brendan will examinereal-world examples of those critical success factors, providing actionable steps that build the foundation forsuccess as a digital business. Topics will include:

• Artificial intelligence and automation: how to create brand differentiation and customer satisfaction while not burning cash to get it right.

• Virtual/augmented reality: just a fad or does it have application for business?• Internet of everything: what does it mean for customer experience when the “thing” is now directly

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

Brendan has over 25 years’ experience in customer services across many industry sectors as a client, customer orconsultant. Experienced in the selection, deployment and day-to-day use of customer experience managementtechnology, he is skilled at understanding the users’ business drivers and the needs of their customers. Today, Brendanuses this experience to write and speaks on a broad range of customer experience management topics.

NS&I Case Study: Innovation Through Experimentation – The Next Big Thing inBusinessSandra Schroeter, Product Marketing Manager, Optimizely & Ben Murphy, Head Of Digital, ATOS/NS&I

When designing customer experiences in the digital age your best options are not always the ones that seemobvious. Companies like Amazon, Google, and Uber have tackled this dilemma early on in their history. Insteadof guessing, they take a data-driven approach to develop and optimise their digital offerings. By testing andmeasuring everything from new functionality, to new messaging and new business models, they make sure thattheir decisions set them up for success. Join this session to learn how NS&I is using testing to innovate morerapidly turn brilliant ideas into experiences customers love.

Sandra is Product Marketing Manager at Optimizely, the world’s leading experimentation platform, that enablesorganisations to leverage testing and personalisation as a competitive advantage. With 15 years of experience insoftware and marketing, she bridges the gap between technology and the business. In her global marketing role, Sandradelivers product messaging and marketing strategy. As a German national living in the United Kingdom, she ispassionate about working the EMEA market. Prior to Optimisely, Sandra worked for Hewlett Packard and EnterpriseDBsupporting enterprises to master digital transformation. In her spare time, she enjoys reading about personality typesand the human mind.

Ben is an Associate Partner within the Atos Consulting’s Digital Transformation Practice. He has a proven track record insuccessfully delivering organization and digital enabled strategy formation and transformation. He has led teams inlarge scale, multi-workstream, transformations across the Europe and the Middle East. Ben brings strong experience andinsight in digital business models, operations and supply chain along with the business change requirements necessaryto deliver a successful digital transformation. Ben’s responsibilities include running the Head of Digital and Innovationfunction on the Atos account of National Savings and Investments.

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Disney Case Study: How Disney Uses Customer value to Innovate Customer ExperienceChris Humphrey, Associate Partner & Andy Wilkins, CEO & Co-Founder, BE Advisory

Companies put a lot of effort into improving customer experiences, but many are seeing a faltering return ontheir investment. Too often the changes are not aligned with what customers truly value or – in complexorganisations that increasingly think and act in siloes – are inconsistent or don’t stick. We will show how acompany like Disney has a global reputation for customer experience, because above all it has a transferablemethodology to ensure that its entire workforce has a common understanding of customer value expectations.We will show how an overarching Customer Value Framework, supported intentionally by human resources,hardwires customers into the heart of the organisation, and is one of the most powerful weapons to deploy inthe competition for customer experience.

Builds a customer value-led ecosystem in complex organisations. Skilled at leading change in turbulent tradingconditions, exploiting hidden revenue opportunities and implementing Disney’s proven methodology for sustainingcustomer value. Wide-ranging commercial expertise underpins a tenacious but diplomatic leadership style, a preferencefor differentiated strategies, and empirical problem solving. Visiting lecturer at Cranfield School of Management andHenley Business School, conference speaker, and author of articles and white papers.

I currently undertake management consulting engagements to both companies as well as public sector organisations ona range of tactical and strategic projects relating to understanding and meeting emerging customer needs. I am also aregular speaker on the international conference circuit where I have presented on a range of topics including re-inventing healthcare in a digital age, the centrality of understanding customer needs to drive strategy and Innovationand the centrality of customer experience in building sustainable brand relationships


EMPLOYEE REWARD RECOGNITION AND RETENTION

Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward andRecognition JourneyPaula Stannett, Chief People Officer, Heathrow Airport

Heathrow’s vision is “To give passengers the best airport service in the world” and will get there by delivering onits four corporate priorities. Mojo is one of these priorities, where Heathrow is striving to be a “Great Place toWork’ by delivering a strategy focused on colleague engagement. Hear what Heathrow has done to driveengagement across the business through our reward and recognition journey. Paula will share Heathrow’sreward story and how it has contributed to Heathrow becoming one of the top 30 best big companies to work for.

Paula was appointed to HR Director in January 2013. She has worked at Heathrow for 13 years, most recently as HRDirector for our Airports Division and Support Services and previously as programme lead for Heathrow’s WinterResilience. Paula has a strong record of engaging staff to successfully put in place organisational change and improvement.

Employee Reward, Recognition & Retention – Make it Sensational!Kev Jefcoate, Director, Marketing Communications, Grass Roots Group

• The value of employee rewards and benefits when times are tight• Options with impact – balancing your benefits programme• Creating memorable moments

Discover easy ways to balance and enhance your employee rewards and benefits offering by adding excitement,relevancy and universal appeal – all at little or no cost.

With over 25 years in international sales and marketing, largely working with big-name technology companies, Kev is ahighly experienced marketer who is passionate about keeping things real, and engaging the target audience (contentmay be king, but context is queen!). His current focus is marketing Grass Roots’ growing range of new products for bothenterprise and SME clients, enabling them to acquire, retain and develop the people important to their business.

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Donor Experience Case Study: The Value Of A PromiseRichard Spencer, Director For The Commission, Donor Experience

A selection of customer experience lessons from the charity sector and the value of making a promise. You willhear 12 lightbulb moments of illumination and a blueprint for improving the supporter experience. Recently andin a number of important ways, charities have managed to get fundraising wrong. Sometimes spectacularly so. Inresponse, nearly 2,000 professionals came together to co-create a solution and put things right. In the processthey produced hundreds of nuggets of insight. This session brings you some of the best.

Richard Spencer is director for the Commission on the Donor Experience and has held leadership roles in fundraisingsince 2003. He is passionate about and believes in the power of social capital to bring about change – through actionand fundraising. He has worked in this space with a number of charities to bring supporters and their needs to the centreof thinking. He has been a trustee at Raleigh International, non-exec director (fundraising) for Goalball UK and was headof supporter development at the RSPB for over ten years.


CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE

Allianz Global Case Study: Move Fast and Make a Big ImpactAllison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty &Michael Maicher, Global Head, Allianz Global Broker Management

Global giants in the B2B market rarely move quickly. So when Allianz Global Corporate & Specialty (AGCS)designed and implemented a CX programme that spans 22 countries and covers $7.6 billion in premiums in just3 months, they bucked the trend. Hear from AGCS’ Michael Maicher and 2017 CXPA Impact Award winnerAllison Windon on how they were able to drive organisational and cultural change within the world’s largestcorporate insurer by using insights to drive real value back to the bottom line.

Allison is passionate about turning client and distributor insights into meaningful actions and bringing aboutorganisational cultural change to improve the experience of employees and customers around the globe. Allison isresponsible for building and leading the “True Customer Centricity” programme for Allianz Global Corporate andSpecialty. From their headquarters in Munich, Germany, Allison realised this globally aligned programme, from ideationto execution across 22 countries in under 12 months. In addition to her CX responsibilities, Allison is responsible forspearheading thought leadership, distribution, and innovation initiatives for the global broker channel across Allianz SE.Allison was recently awarded a 2017 CX Impact Award in the category of Outstanding Practitioners for drivingtransformational change at Allianz Global Corporate & Speciality.

Michael Maicher is Head of Global Broker Management in Allianz SE and Allianz Global Corporate & Specialty SE (AGCS),the industrial insurance arm of Allianz. In this role he is responsible in managing the global broker relationships and supportingthe Allianz companies in building their growth strategies through the Global Broker channel. In addition, Michael is theGlobal Head of Customer Experience at AGCS since 2015. Prior to these appointments, Michael headed the P&C operationsof Allianz in Japan as President & CEO of Allianz Fire & Marine Insurance Japan Co. and Country Manager of AGCS for 5years. During this time, he was part of the Regional Executive Management Team of Allianz and AGCS in Asia-Pacific.

Direct Line Group Case Study: Delivering Better, Smarter Communicationsto our CustomersSatarupa Banerjee, Direct Marketing Manager, Direct Line Group

Satarupa will walkthrough the journey of Direct Line and how our customer communications have evolved overtime and improved engagement with our customers and built a long lasting relationship. This includes creationof an engagement programme with our customers and more innovative/engaging channels to talk to themidentifying points of need that would deliver most value to them. This has improved our brand engagement,

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advocacy and contributed significantly to DLG’s sales numbers. We are constantly testing creative copy anddesign, propositions, new data sources, creative formats etc. in a test and learn environment to optimisecommunications to our customers.

Satarupa heads up Product strategy and Development for Motor in Direct Line Group. Satarupa, a Cranfield MBA brings15+ years of varied experience across consultancy, product management, change management and customermarketing.

With our once once-revolutionary ‘come direct’ proposition suddenly drowning in a sea of price-focused comparisonwebsites, Direct Line needed to reposition itself within the insurance space – and fast. To do this, we planned to reframeour direct relationship with customers and deliver insurance as a value-driven product. Satarupa is going to walk usthrough how Direct Line Group has repositioned itself as a brand and how they have come up with products and servicesthat would constantly add value in the lives of their customers.

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

The power of the machine to support the customer experience is exciting, but they are unlikely to be able tosupport every single touchpoint in your customer journey, there are times when only a human will do!Liberating your Advisors to deal with more complex queries is a win:win for them (makes the job moreinteresting!) and for your customers, but the skills required to do so empathetically are what will make thedifference. Whilst well programmed machines can serve information easily and faster than any human brain,they still struggle to recognise emotions, respond with warmth (that other humans find sincere anyway!) andde-escalate complex human emotions. You may argue that some of your Advisors do too – so how are wesupporting them to leverage their unique human abilities in 2018? If front line contact centre workers fear fortheir jobs in the age of robotics then the best competitive advantage they can make is to come to the workplacewith their heart in their hand. In this session Carolyn Blunt will detail how to develop and train the mostimportant skills in your Advisors for the Digital Age.

Carolyn Blunt is Managing Director of Ember Real Results, an organisation within the expert customer managementconsultancy Ember Group and that works with contact centres to improve performance through world-class training,coaching and learning. For the past decade Carolyn and her team have become especially renowned for identifyingopportunities to improve customer experience and sales whilst creating efficiencies. The pragmatic and interactivesolutions deliver lasting real results. Advocate clients include Bupa, Boots, Autoglass, IKEA, Halfords, Three and Co-opInsurance to name just a few. Carolyn is co-author (with Martin Hill-Wilson) of the book ‘Delivering Effective SocialCustomer Service’ published by Wiley. As an industry writer and speaker Carolyn was voted Most Respected Person inthe UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine. Carolyn is an engaging andtrusted speaker for ‘Customer Contact Expo’, ‘The Forum’ and ‘Call Centre Helper’.

CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS

Amazon Case Study: Conversational AI with Amazon AlexaMax Amordeluso, Principal Evangelist, Amazon Alexa Skills Kit (ASK)

Advances in ML and AI have allowed for an entirely new way of building user experiences, by using Voice. Learnabout the future of voice based experiences and how to to create your own using Amazon Alexa.

Max Amordeluso is Chief Evangelist for Amazon Alexa Skills Kit (ASK) in Europe. His main mission is to introduce Alexato European developers, and demonstrate how they can build natural and delightful voice experiences for customers.Max has held several technical leadership roles during a career spanning over 15 years—prior to his current role he ledthe teams that brought Alexa Skills Kit to United Kingdom and Germany, and spent the previous two years leading theSolutions Architects team for Amazon Web Services in Europe. Max is passionate about topics including HumanComputer Interaction, the Internet of Things and the materialisation of science fiction predictions.

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Centrica Connected Home Case Study: Deliver an Exceptional CustomerExperience with Intelligent, Connected ServiceNeil Procter, Global Head of CRM, Centrica Connected Home & Dave Thomson, Principal Solution Engineer –Service Cloud, Salesforce

Hive, which is pioneered by Centrica Connected Home, gives people more control over their homes and theirlives through the power of connected technology. The Hive brand boasts impressive Net Promoter Scores (NPS)with 75% of its customers claiming to have recommended the brand to their friends or family. Join this sessionto learn how Centrica is engaging with its customers in a smarter, more personalised way on one customerservice platform that enables them to reduce costs while increasing customer satisfaction. Learn how Servicecan define your brand to give you that competitive edge.

Neil Procter is Global Head of CRM at Centrica Connected Home which brings the Hive brand to market. Neil isresponsible for selecting and delivering the customer technology that drives Hive marketing, sales, fulfilment, billing andcustomer service. Prior to Centrica, Neil lead the delivery of high profile CRM projects for News UK, General Motors andmany others.

Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and hehas spoken at over 300 events and visited over 500 contact centres in Europe, America, Africa and Asia. Dave spent 10years at Aspect, where he was involved with industry pioneers such as First Direct, Direct Line Insurance, British Airwaysand QVC. This was followed by 7 years at Cisco, where he worked on the full Unified Communications and Collaborationportfolio, but specialized in multi-channel contact centres, knowledge management, web self-service, video-communications, home-working and accessibility.

Google Case Study: Infuse Your Business with Machine LearningEric Haddad, Director Central and Southern Europe, Google Cloud

In this session, Eric Haddad will share an overview on how A.I. and Machine Learning are developed and used atGoogle and how your business can benefit from it.

To do so, he will walk you through real existing enterprise customer case studies such as real-time auction,images processing, insurance risk…..

Eric Haddad joined Google on April 2011 and now leads Google Cloud for Central and Southern Europe. Previously, hewas Solutions Cloud Computing and Unified Communications Director at Microsoft. He also was successively StrategicAlliances Director and Sales Director for Telecom and Media segment in France and Europe. He started his career atIBM, and became Channel Sales Director at Sun Microsystems (Oracle) and Sales Director for Telecom, Media and HighTech sector at BEA Systems (Oracle).

Eric Haddad is an engineer, graduated from Polytech Orleans and N7 Toulouse. He entered EM Lyon, where he obtainedan MBA. In 2006, Eric followed the Kellogg School of Management Advanced Executive Program in Chicago.

Chair’s Closing RemarksHelen Wilson, Managing Director, IPSOS Loyalty

I’m about:

• Creating and building great client relationships• Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it

what you will• Helping clients build even better customer and employee relationships – by understanding what they need to focus

on, the impact of so doing, with the ultimate goal of improving business performance


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CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

LEGO Case Study: Know, Nurture and Nudge your CustomersMonika Lütke-Daldrup, Senior Director, Lego Consumer Services, LEGO Group

Guided by the company spirit: “Only the best is good enough”, the LEGO Group aims to inspire and develop thebuilders of tomorrow through creative play and learning. It is this ambition and the unique LEGO brand valuesthat provide the foundation for the LEGO Group’s award-winning Customer Service.

Learn from LEGO Customer Service’s unique approach to customer engagement: you will hear about how theycreated a branded tone of voice and developed a playful and creative approach to customer personas andcustomer journeys, using these to help their teams nudge customers towards ever more immersive LEGOexperiences.

A Customer Engagement expert with two Master’s degrees and an exceptional track record in leading internationalContact Centres for a premium brand, managing business transformation, growth, diverse groups of people, projectportfolios and Lean process improvements.

I care deeply about delivering premium customer experiences that act as a brand differentiator and deepen the level ofengagement with a brand. I care equally about optimising operations.

Pizza Hut Case Study: Making The Stories Come Alive – How Pizza HutRestaurants 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

Many companies say their customers are at the heart of their decision making, but at Pizza Hut Restaurants,guest feedback truly shapes the discussion in the boardroom. By bringing in various sources of data—includingloyalty app ratings and social review verbatims—the company knows exactly where to focus its efforts toimprove ‘customer experience’ and drive market-leading growth in the UK. Join Cary Lawton, Guest ExperienceManager for Pizza Hut Restaurants UK, and Matt Trickett, Hospitality Director for InMoment EMEA, to hearhow Pizza Hut Restaurants leverage guest feedback to improve existing processes, vet proposed concepts andventures, and deliver unparalleled guests experiences – and unforgettable pizza – each and every day.

Cary is a customer service and experience professional dedicated to giving customers a voice in the organisations heworks for and creating customer centric strategies to improve the customer journey and the bottom line. Cary movedinto his current role at Pizza Hut Restaurants 3 years ago and is responsible for Customer Services, Guest Insights andService Development having spent the two years previously at ADT Fire and Security launching and developing theirCustomer Experience Programme. Prior to that he held similar operational roles at E-on and British Gas. He ispassionate about making informed decisions on data and optimising the most important touchpoints in the customerjourney both in and outside of restaurant. Outside of work Cary is a competitive bodybuilder.

Matt heads up the hospitality department at InMoment EMEA, advising and overseeing a large set of clients across boththe UK and Europe, by providing expertise on latest Customer Experience and sector trends. Prior to joining InMomentin 2014, Matt had a varied operational management background, working for brands including Next, Hotel Chocolat,Steinhoff and Aldi. He is passionate about technical solutions and product advancement whilst optimising client successthrough the ability to help businesses deliver their objectives.

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

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

UK retailer Waitrose implemented an idea management platform to overhaul its long-established suggestionsbox and to better-engage Partners in driving the business forward. The Partner Ideas programme has deliveredclear ROI multiple times over, and is gaining traction throughout Waitrose and its parent organisation, the JohnLewis Partnership.

Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose,a tier one British Grocer. Having spent 16 years running supermarkets and understanding first hand how inefficiencyand poor processes lead to employee frustration, Stuart is now leading Operational Improvement for Waitrose, havingdelivered over £3.5m savings to date. Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas fromgrass roots. Recently recognised through the Employee Engage Awards 2016. Stuart specialises in employee engagementand has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

Virgin Holidays Case Study: Using the Customer Journey to Build Your BrandKate Burgess, Head of Customer Experience, Virgin Holidays

No matter your business, your customers now have more choice and higher standards than ever. If you’re aVirgin business, those standards only rise. So Kate Burgess will share with you what Virgin Holidays has done tocreate and keep happy customers. In this insightful behind-the-scenes look at Virgin Holidays, she willcommunicate the latest thinking behind its radical overhaul of the customer journey, touchpoints andtechnology.

A bi-lingual, tenacious, highly-motivated, dedicated and results oriented leader with extensive experience in thecommercial and operations field within the travel/leisure industry. Demonstrating entrepreneurial and creative flair andutilising my superb communication skills, I have forged, developed and maintained successful working relationships witha broad range of people including PLC Board members and other high-profile individuals both internally and externally.With a proven track record in managing multi-million pound capex projects, delivering outstanding commercial andoperational results, and a valuable and highly transferable skill set, I am constantly seeking to broaden my skills andbring immediate and strategic value to any role I possess.

Are You Sitting Comfortably? You Shouldn’t Be…Tim Pritchard, Managing Director, Customer Experience, Kantar TNS

The CX community is operating in an increasingly tough environment. In a world of untold pressure andexpectation; where improvement action is almost a paradox of choice; yet where prioritisation and evidence ofsuccess are non-negotiable.

Anyone sitting comfortably in CX needs to think again.

Disruption is rife. No category is standing still. Times are changing. The rules are changing. Are you ready?

Many CX professionals are at a crossroads. With CX taking centre stage in many organisations, the level ofscrutiny 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 commonly hear from CX execs, as well as the strategies they’reemploying to ensure their organisations continue to thrive.

Helping brands to define, track and activate their Customer Experience (CX) strategies. We do this by identifying themoments that matter most to customers, establishing the priorities for improvement action and investment to drivecustomer engagement and deliver optimal ROI. Our CX offer blends advisory and consulting services, data capture andmeasurement (relationship surveys, real-time transactional feedback, social dialogue) and advanced analytics (joiningthe dots between survey, behavioural, CRM, social and operational data). We use best-of-breed operational CEMplatforms (Medallia and Qualtrics) to capture and report in-the-moment feedback. I lead CX engagements with clientsfrom all industry sectors, building on research and planning roles spanning 25 years.

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Northumbrian Water Case Study: Customer and Employee EngagementThrough Cultural TransformationJames Muir, Transformation Development Manager, Northumbrian Water

Delivering great service is at the heart of most organisations and it is often the defining factor as to what makesan organisation great, or not so great when it comes to customer and employee engagement. NorthumbrianWater has the vision of delivering unrivalled customer experiences at all times, to achieve this vision theyrecognised there was a need to develop a transformational change programme that would engage with allemployees, from the exec team to the person answering calls within the call centre or the person digging holesin the road. True customer engagement involves everyone at all times. James will share some of the learninginsights, neuroscience tools and emotional intelligence skills that they applied in an organic manner over the last5 years in order nurture an environment of continuous improvement.

With 15 years experience within the water industry and over 18 years leading teams within the customer serviceenvironment, James has focused his career on enhancing the customer and employee experience. With a passion fordelivering great service and a belief that great results are achieved through emotional intelligence, leadership role modellingand complete customer focus, he has been working with Northumbrian Water to develop cultural transformationprogrammes designed to ensure employees and customers are at the heart of everything they think, feel, say and do.


INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO

Why You’re Doing Influencer Marketing Wrong and How to Get it Right…Harry Hugo, Director, Goat Agency

Everyone is beginning to latch on to the fact influencer marketing is the ‘in’ thing to do in the advertising worldbut there’s a lot of misconceptions and false ideas around what it can and can’t do and ultimately how it works.Harry has been working on influencer marketing before the term influencer marketing was coined, he now ownsEurope’s largest influencer marketing agency and is here to share how influencer marketing is helpingcompanies like Apple, KFC, British Airways and Google infiltrate the social media world that we’re all trying toown a piece of.

Harry set up his first business when he was 16, a football fan site network with 60 websites and over 500 global writers.He was then invited to write for Liverpool’s official website as an influential blogger. He then became Head of Social atSportlobster by 18 and built relationships with every major influencer in the UK.

Since Harry founded Goat, the company has grown from 3 to 15 staff in 18 months and has worked with global brandslike Coca-Cola, ESPN, Budweiser and British Airways.

How The Latest Technology is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of Product, Engage Hub

Technological advancements have changed the way businesses, in every sector, communicate with theircustomers. And with every advancement, comes a new set of challenges. The proliferation of technology, easieraccess to information and new disruptors to the market has divided consumers’ attention as their optionsincrease. Established players have done great things for customers over the last decade but they now need toadapt, not in spite of their legacy systems, but by embracing them.

This presentation will showcase the latest customer-centric design strategies, recent technologicaladvancements & award-winning case studies to highlight how organisations can drive growth whilstsimultaneously transforming their customer experience.

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Lorna leads the marketing team at Engage Hub, bringing with her a strong understanding of global B2B marketingstrategies, in-depth market insight and digital growth hacking expertise. Prior to joining Engage Hub, Lorna has heldother marketing positions in the professional services, telecommunications, and SaaS/cloud computing industries. Mostnotably, Head of Group Marketing at Oxygen8 Group and Group Content Marketing Manager at Emarsys, a B2Cmarketing automation provider. At Engage Hub, Lorna is responsible for devising and implementing the global marketingstrategy to further increase brand awareness and market penetration within the enterprise landscape.

As Head of Product, Xavier spearheads the strategy for Engage Hub to ensure it not only meets the needs of the market,but also remains the leading innovator of customer engagement solutions. Prior to joining Engage Hub, Xavier wasresponsible for leading the product strategy for multi-national enterprises and major retailers across Europe. Holding anMBA from the London Business School coupled with extensive commercial experience, Xavier is well equipped to consulton emerging communication technologies with Engage Hub’s expanding corporate customer base.

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

Paul will take you through some key icebergs coming in the next five years and discuss how to make strategictechnology decisions. To finish, Paul will take you through an exercise to get you and senior “roadblockers” totake risks and do big things.

+14 years of global digital marketing experience working at Mindshare (Media), Myspace (in-house) and Burson-Marsteller (Comms) before founding the emerging technology advisory (HERE/FORTH). Featured in BBC, FT, Guardian,Times, ITV and Campaign. Author of ‘Disruptive Technologies’ (Pub. Kogan Page/2017) and regular contributor toForbes, Reuters, Cool Hunting and others.


CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL

If Insurance Case Study: How one of the Largest Scandinavian InsuranceCompanies Adapts to their Consumers Evolving NeedsThomas Rodseth, VP Product & Marketing, Puzzel

If Insurance is one of the largest Scandinavian insurance companies with over 3 million private and 320,000corporate customers. They have recently implemented what is seen to be the largest public cloud contactcentre in Europe, in an initiative to meet the changing expectations of their customers. Currently, the project ishalf way through completion of roll-out to more than 3,400 agents. This represents more than half of If’s 6,400staff across 4 different countries.

This presentation will examine how the project is meeting the brief to respond to the evolving customerrequirements. Highlights of the project include; meeting customers in new communication channels, taskrouting for the middle office, and improving alignment and common best practice across different geographies.

Thomas has 25 years of operational experience working in the telecoms and software industry. He offers perspective asa vendor, providing solutions for customer engagement but also as an end user when managing a 1,000 agent contactcentre. He has a great passion for solving customer interactions and is involved in a range of customer projects, frominitial concepts to implementation. He is instrumental in creating solutions that meet customer demands. During hiscareer, he has been involved in several exciting technology projects in different parts of Europe. Since 2010, Thomas hasbeen with Puzzel in the role of VP Product & Marketing. He oversees the development of the Puzzel Product portfolio,their core proposition being cloud-based, multi-channel, contact centre solutions. Thomas is currently engaged in severalmajor delivery projects and is keen to share his experience and wealth of knowledge when presenting at conferences.

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Virgin Media Case Study: Improving Staff and Customer Experience with DigitalInnovation – How Can you Empower and Excite your Store Staff with Digital Toolsto Improve Customer Experience? Hannah Shepherd, Head of Retail Experience, Virgin Media

• Empowering Staff: What are the best approaches to deliver a training programme to empower yoursales team?

• Improving Customer Experience: How does staff empowerment improve customer experience?• Increasing Digital Adoption Rates: How to develop an engaging tool which excites staff so much so, they

can’t put it down!

Hannah has over 14 years experience working for Virgin Media Retail in both front line sales and head office. Hannah isresponsible for internal communications and customer experience at Virgin Media Retail. She is well known in herbusiness for pioneering the use of new and innovative media tools that reflect and contribute to the modern businessenvironment.

Eurostar Case Study: Mapping Customer Journeys from your Customers’Verbatim CommentsLaure Noireau, Customer Insight Manager at Eurostar & Laurent Garnier, CEO, KPAM

• How to assess the experience you offer to your customers?• How to map your customer journeys from the most ‘experiential’ material, that is to say your customers’

verbatim comments?• How to choose the 4 or 5 touchpoints on which to focus?• How to identify isolated best pratices that deserve to be deployed?• How to spot weak signals, that is to say your customers’ emerging expectations?• All these questions will be answered during this presentation.• Laure Noireau, Customer Insight Manager at Eurostar, will provide feedback on her experience with KPAM.

After eight years in a number of commercial roles at BT (British Telecom), Laure Noireau joined Eurostar in 2006 andshe has been responsible for Customer Insight within the renowned high speed rail company for the last 10 years. Shehas managed a vast array of strategic research projects (ranging from brand, communications, CX, product development,loyalty and customer segmentation) involving both qualitative and quantitative methods. Since 1994, Eurostar hascarried over 150 million passengers across the English Channel, and this number keeps growing as they are constantlyimproving their quality of service.

Created 12 years ago, KPAM is a survey institute specialised in verbatim comments analysis and customers andemployees journey mapping. That’s how we help companies manage and improve the customers experience they offer.

We deliver for brands such as Nespresso, Axa, Orange, Ikea, Toyota, Accor, Air France, Mercedes and especially Peugeot,ATS Euromaster and Eurostar in the UK. Alongside, we have been holding many surveys on the issue of customer delight.

Previously, Laurent had followed a 15 years career within the advertising industry in France, Hong Kong and Singapore,where he worked for brands such as Pepsi, Audi, Mercedes, Danone, and Henkel for instance.

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CUSTOMER DATA AND PRIVACY INCLUDING GDPR

Marks & Spencer Case Study: Will the General Data Protection Regulation Enablea Data Aware Mindset?Guy Johnson, Head of Data Governance, Marks & Spencer

Data is enabling retailers to build stronger and more informed connections with their customers and colleagues.The success of these relationships are predicated on trust by the individual that the business will use their dataresponsibly.

The presentation explores if GDPR provides a useful framework for retailers to build the trust in how they usepersonal data to build trust.

Senior and experienced Business and IT Leader with an excellent track record of delivering Information Strategy andGlobal Programmes which drive commercial value. Combines strong leadership with solid interpersonal skills and acustomer focus. As a strategic thinker works across both the Business and IT domains to identify where information andtechnology enable the business strategy. Recent experience includes delivery of complex global programmes, leading anAnalytics Centre of Excellence and driving Business Information strategy for a major retailer.

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

GDPR is today’s hot topic. But amongst the fact there is plenty of GDPR fiction. GDPR fake news is sweepingthe nation. In this talk Jonathan will continue the fight against a modern evil putting the sword to some of themost common items of GDPR fake news.

Jonathan is an experienced lawyer with Cordery in the UK with a concentration on compliance and technology. Hispractice includes advising multinational companies on matters involving risk, compliance and technology across Europe.He has handled legal matters in more than 60 countries involving things like data breach, reputation and global privacypolicies. Jonathan is regarded as one of the leading experts on GDPR. He wrote an alert on the new legislation on theday it was first proposed and he led a consortium of leading technology businesses in making representations about theproposed new law which suggested, amongst other changes, an extension of the security breach reporting window.

Panel DiscussionGuy Johnson, Head of Data Governance, Marks & Spencer & Jonathan Armstrong, Partner, CorderyCompliance

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

Martin is a leading customer engagement and digital business strategist. Also an author and international keynotespeaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational changehelping 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. Usingcustomer hubs as a milestone towards full digital competency. Even service organisations that consider themselvesadvanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains astrategic weakness in terms of real time responsiveness.


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CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE

Corona Energy Case Study: Wow Customers Through myCEOMatthew Gray, CEO, Corona Energy

The myCEO vision has transformed Corona Energy to now making a positive difference every day for its staff,customers and bottom line. Matt Gray is showcasing the Corona Energy journey. See how you too could improveyour customers experience through putting myCEO at the centre of everything.

Matt Gray has been the CEO of Corona Energy (a wholly owned subsidiary of Macquarie) since March 2008, alongsidehis role as Senior Managing Director at Macquarie Group. He began his career with a ten year appointment at ShellInternational. His primary focus was on management and business development roles in both Shell’s gas and powerdivisions, equipping him with the skills for his role at Corona Energy. Corona Energy is the leading Independent B2B Energysupplier to Government, Corporate and Small to Medium enterprise customers in the UK (www.coronaenergy.co.uk). Thebusiness has over 200 staff, 10% market share with 11,000 customers and 80,000 sites. Products cover Gas, Electricity,Energy Savings, Asset Finance, Smart Metering, Trading Access, Renewables and White Labelling.

Inspiring Customer LoyaltyObi Abuchi, Consulting Director, NKD

Most organisations understand that profitability and growth are built on high levels of customer loyalty.However, few organisations demonstrate the belief that sustained customer loyalty is founded on theengagement and motivation of their employees. During this presentation, you will hear how two global brands –DHL and Tesco – went on a journey of investing in employee experience and reaped the rewards of high levels ofcustomer loyalty and engagement. You will gain insights into what you could do to take your customerengagement to the next level by inspiring your people to deliver iconic service.

Obi is a Chartered member of the Chartered Institute of Personnel and Development (CIPD), a Neuro-LinguisticProgramming (NLP) Practitioner, and author of The Magic of Monday. He has spent most of his career enablingorganisations across the globe, including Shell, Deutsche Post DHL, Tesco and Transport for London, improveperformance by engaging, energising, and empowering their employees, ensuring the culture of the organisation isaligned with the business strategy. As Consulting Director at NKD, Obi leads various teams in designing andimplementing digital, blended and facilitated learning and engagement solutions for global clients.

Motability Operations Case Study: Values & Behaviours Vs. Process & Memory:How to Utilise Technology to Get the Basics RightLlaura Hughes, Training and Communications Manager, Motability Operations

Frequently the implementation of new technology within a business is treated like a project – something with astart, middle and ultimate finish line. However, Motability’s case study demonstrates how rigorousimplementation and maintenance of a virtual agent is actually a never ending marathon – which commenceswith taking a hard look at the workforce and the knowledge around them.

We’ll discuss the steps taken to improve overall employee engagement and customer satisfaction, by removingthe day-to-day monotony within customer interactions and utilising emotional intelligence with the use of anup-to-date knowledge management base and an award winning employee facing virtual agent.

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HALL 4HALL CHAIR:Alyson Fadil, People Director, Missguided

Llaura has 11 years of experience within the financial services sector and eight years as a Learning & Developmentprofessional. With an avid interest in occupational psychology, specifically how the empowerment of employees canimprove both internal employee engagement and external customer satisfaction, Llaura manages a team of trainers andcommunication specialists who are responsible for the knowledge management within the Commercial Division ofMotability via an internal facing virtual agent (Ask Mo). Motability utilise accelerated learning practices alongside the useof AskMo which has enabled the company to “devalue” knowledge and increase the importance of employee’s behavioursallowing each customer interaction to focus on emotional intelligence and be value led rather than process driven.

FUTURE OF THE CONTACT CENTRE

Are You a Customer Service Leader or Laggard?Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

New research from ContactBabel has revealed that only 21% of customer service leaders view advisor attritionas a key driver for organisational change. In this same research, 35% of leaders believe their advisor’sperformance was only “fair” or “poor” – does this mean there’s a leadership problem? Finally, when asked howorganisations canmost improve customer satisfaction, the number one answer was to increase first callerresolution. So how can organisations achieve this? How can they improve and motivate their advisors to delivera great service? And how can they ensure they’re leading in customer service excellence and not lagging behind?To answer these very questions, Kura and Inisoft teamed up with ContactBabel and The Contact CentreAssociation (CCA), to conduct new research, putting questions directly to industry leaders and the front-endadvisors that deliver the service. Join this discussion as we reveal some of the key learnings and how you canimplement the recommendations in your organisation.

Arceeb has 17 years experience in the Outsourcing industry working with varied clients across public, private and thirdsectors. Arceeb believes in straightforward relationships, and knows that through strong client partnerships we unleashthe potential of people to deliver outstanding results.

Oonagh joined Inisoft as a software developer in 1997 and worked in increasingly customer focussed roles untilbecoming head of the company in 2015. Oonagh believes in developing software that works for real people, with everyfeature designed to solve real problems. Inisoft’s agent desktop software, Syntelate presents a simple interface to theadvisor which allows them to concentrate on the customer rather than the technology.

BT Case Study: BT’s Customer First TransformationAbby Thomas, Director of Transformation and Change, BT

In 2013 BT embarked on a multi-year programme to transform the way they interacted with customers,particularly in service. BT have moved from a fragmented model of service, spanning multiple on and offshoresites with limited self-service, to a simpler, more effective approach where customers can take advantage of‘channel of choice’. This transformation has delivered major benefits for our customers and for our people.

As Director of Transformation I am responsible for designing, trialling and deploying the customer experience for newproducts (spanning BT’s online, contact centre and retail channels for all of our consumer products), and developing andembedding change programmes for the benefit of our customers. I am focused on new product development and launches,digital transformation (including app development) and operating model / systems / process improvement and innovation.

The Digital Opportunity for Contact Centres — 5 Communication Habitsthat Drive SuccessKatie Waldeck, Customer Experience Director, soh

Engage Award finalists, and service communications experts, soh discuss how rapid growth in digital supportchannels — such as web chat, social media, SMS and online answers to FAQs — is challenging what organisationsneed to do to communicate with their customers successfully. From their experience of working with some ofthe UK’s best-known companies you’ll learn:

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Wee make customer engagement

TTeel: 020 358 243 60 www.voicesage.com

We make customer engagement smarter giving you proactive, intelligent conversations with your customers

• What the service communications challenges are — the latest industry data showing 100% growth in digital support channels across sectors from Retail to Financial services, and what this means for organisations.

• The 5 service communication habits — what they are and how you can use them to make a big difference to your customer service.

• What the results have been — Research and real-life examples from Engage Award Finalists Nectar, Dee Valley Water as well as other companies, showing how the 5 habits increase CSat, reduce costs and create sales opportunities.

Katie’s responsible for helping leading brands — including Allianz, John Lewis and Sky — cut costs, retain customers andincrease sales by improving their service communications. She has over 10 years’ experience of making it easy forforward-thinking organisations to create brilliant customer experiences across a wide range of customer touchpoints.Katie leads an interdisciplinary team whose expertise covers service strategy, UX / CX design, writing, linguistics,consumer research, quality assurance / governance, visual design and voice. With a degree in French and Spanish, sheloves languages as well as travel. And, having trained in legal defence, is never happier than when fighting for the rightsof customers when it comes to service experiences.


CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

Perceived Customer Value: The New Competitive BattlegroundProfessor Moira Clark, Director, Henley Business School

This presentation will cover:

• What is perceived customer value and are you providing it for your customers?• Understanding the key dimensions of value• Have you got a resonating focus?

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well asDirector of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK andinternational companies. Her major area of research and consulting is in Customer Management, Social Networking,Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact onretention and loyalty and the critical linkages between employee behaviour and customer retention. Moira hasresearched 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 andthe Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage,Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘BusinessSuccess through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

Crack the Code: Upgrade Your Customer Experience, One Conversation at a TimeSally Earnshaw, Managing Director, Blue Sky Performance

If you want to drive customer experience in your organisation, you’ve got to change conversations at every levelof the business. Research shows; Leaders need to be able to create the right climate; Managers to know whatgood looks like and encourage it to show up every day and front line teams have to have the core skills that aredifferent for the new economy. The conclusion is; it’s all about the way conversations happen in your businessand without the right tone, climate, and behaviours, it can all go horribly wrong.

Sally has over 25 years’ experience at a senior level building, managing and leading teams to deliver exceptionalcustomer service and sales results. Her passion for unlocking potential in people took her to the arena of learning anddevelopment, where her enthusiasm and drive has led her to be described as ‘a force of nature’. She’s on a one womanmission to make the world just a little more human and has recently delivered a TEDx Talk on ‘Stepping up to success’and published her first book called: Crack the Code: Upgrade your customer experience, one conversation at a time.

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HALL 4Daily Mail Group Case Study: HumankindSuzi Caesar, Head of Customer Services, DMG Media

Humankind – a dynamic, informative and fun session focusing on the key ingredients for a successful transformation.Hosted by Suzi Caesar of DMG Media this session shares valuable insights from a variety of organisations,navigates through the complexities involved with major transformation, reviews what’s needed to make yourown compelling case for change and illustrates why being humankind is essential. “Strategy and technologydeliver promise, people and process deliver results”

Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UKpublisher. Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, CustomerCare Director for asos.com, a management consultant in private and public sector, and Customer Service Director atOrange, Sky and Microsoft. In particular Suzi specialises in transformation within disruptive markets, driving revenue,efficiencies and people engagement as a result. She is driven by the fact that businesses want profit and people wantinclusion, collaboration and recognition. She believes to thrive it’s vital that organisations adapt to humankind, findingnew ways to create and exchange value and to do so with care, empathy and authenticity. Suzi is a non-executivedirector of a social enterprise communityfirstuk.com that promotes digital skills for inclusion and employability. Sherecently won a Personal Achievement Award from DMGT for her work in helping the founders, Pauline & Carol, establishcommunityfirstuk.com. Suzi works globally and lives in London and Carnoustie. She also loves kayaking, off-roading,photography and film making.


THE EVOLUTION OF CX SERVICE DESIGN

Samsung Case Study: The Era of the Omnipresent ExperienceDarren George, European CX Insight Manager, Samsung

In today’s Omni channel world, consumers have an almost infinite number of ways with which to interact withbrands and they expect excellent service across every single one of them. In order to deliver the best possibleexperience, Samsung is constantly striving to better understand our customers, the things that affect them and beavailable to them at any time, wherever they maybe. We also recognise that we need to support our customersover their lifetime with us more effectively, across a multitude of categories and very often, in fast-paceddeveloping eco-systems, such as the smart home. We must ensure we are present and active on the right channels,in the right ways and are devoting the right level of resources to underpin best in class customer experience. Comeand hear how consumer insights are at the forefront of understanding many of these challenges, in helping toguide decision making, in the ever changing and evolving world of the omnipresent experience.

As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading,designing, analysing and driving voice of the customer (VOC) programs. With over 26 years’ experience in marketresearch and insight gained all over the world Darren now spends his career with Samsung, uncovering those hiddengems of customer feedback that help drive improvement in Samsung’s overall customer delivery. He has a passion foridentifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude oftouchpoints and product lifecycles, with strong focus on mobile devices.

CX Service Design – Evolution or Revolution?Darryl Beckford, Head Of Digital Acceleration, KCOM

We have all fallen into the trap of trying to design new experiences with a blank sheet of paper – assuming thatwe can create a customer experience revolution overnight. However, in reality we know that this is not alwayspossible for any number of reasons, not least heritage, legacy infrastructure and hard baked ways of working.Changing the direction of your organisation can feel like trying to turn a huge tanker around, a big undertakingand something that needs to be done in small increments, i.e. as an evolution. But does this slow pace of changecreate frustration and lead people to try and avoid change altogether? Does it mean they focus solely on peopleor culture change rather than process change? In truth, trying to create people who treat your customers the

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right way every time can feel a little like trying to breed unicorns. Is the answer then, that it’s possible to do a bitof everything – revolution and evolution? Process and culture change? And can technology solutions, such asrobotics and multichannel, play a part in that?

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customersacross multiple channels. Having helped many well-known brands create precise, meaningful and repeatableexperiences for customers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Headof Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

Bupa Case Study: Getting the Experience Right, By DesignSean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience. Bupa

Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeingneeds. Our purpose is helping people live longer, healthier, happier lives. But how can thousands of colleaguesdeliver consistently the Brand promise without a compelling vision of the target experience? And even whenyou have one how can you ensure all your colleagues and partners embrace it and deliver it on every occasion?Using immersion and research to understand the current experience, through concepting and blueprinting todefine the target experience, and onto planning the implementation approach, Sean and Anna will walk througha practical step by step guide to “getting the experience right, by design”.

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

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motortrade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing themarketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK HealthInsurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despiteher passion for marketing, she found she really wanted to make a difference for the customer. So when the opportunityfor a new challenge arose she grabbed it with both hands. She now heads up the newly formed customer experienceteam within Bupa. This role really lends itself to her first love – which is to lead and inspire people and teams to achievetheir potential and deliver outstanding results for an organisation.

CX STRATEGIES FOR THE CUSTOMER JOURNEY PART TWO

Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of CloudAlastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO,Content Guru

Rail Delivery Group’s Alastair Page and Content Guru’s Martin Taylor take you on a six-stop journey to first-class customer engagement. They will describe their voyage of joint collaboration to a fully-integratedcommunications estate for the Rail Delivery Group. Their solution provides customer self-service tools,powerful real-time and historical Management Information, personalised communications treatment and theability to deal with large spikes in enquiry volumes. They will then conduct the discussion towards which trendsthey think are going to go full steam ahead, and which are bound for cancellations, delays, and signal failures.

Alastair Page is part of the Customer Experience directorate, providing service management of the nationalrail.co.ukwebsite, associated Apps and B2b services, ensuring the smooth operational running of all online systems, suppliermanagement, Stakeholder Relationship Management and Problem Management, all with the view of improving thecustomer Journey.

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HALL 4Martin Taylor is Co-Founder and CMO of the Redwood Technologies Group, comprising specialised communicationssystems and software manufacturer Redwood Technologies, and multi-channel cloud communications provider ContentGuru. Headquartered in Bracknell, Berkshire, the Group has operating companies or facilities in the USA, Netherlands,Ireland, Germany, Italy, Malaysia and Singapore, servicing household-name customers spanning utilities, travel, financialservices, retail and public sector. Significant industry recognition includes the 2017 IT Europa Award for ‘Best VerticalMarket Solution’, the UK IT Industry Awards ‘Best Use of Cloud Services’, and the Queen’s Award for Enterprise:Innovation in 2016, the highest accolade for business in the UK. Since co-founding Redwood Technologies with hisbrother in his early twenties, Martin has remained at the forefront of innovation in communications technology. His rolenow centres on strategic market development and heading the Group’s public sector practice.

See the Forest for the Trees: Drive Customer Engagement Through CompleteUnderstandingRichard Burns, Director of Strategic Sales, NICE Satmetrix

You might think any amount of insight into your customers is a good thing, but watch out: An inadequate viewcan do more harm than good. Learn what it takes to reveal a useful view of the customer journey, and thentranslate that knowledge into strategic action that drives powerful customer engagement. Find out how thetwo elements of CX program maturity create a virtuous cycle of insight and growth, and how to avoid stumblingaround without a plan for success and progress.

Richard Burns is Director of Strategic Sales at NICE Satmetrix, based in our London office. He has 12 years of experiencein the customer experience space, working as a program consultant, account manager and sales director, into his currentrole. His passion is helping enterprise companies to build out and refine successful customer experience programs –delivering demonstrable value, and ensuring stakeholder engagement. He holds a bachelor’s degree in politics from theUniversity of Nottingham, UK.

Raleigh International Case Study: Engaging with MillennialsJames Sutton, Business Development Strategist, Raleigh International

Millennials now make up one quarter of the UK’s population. They therefore represent a significantdemographic to engage, whether as employees or as consumers. James Sutton, Head of Corporate Partnershipsat youth-led sustainable development charity Raleigh International, explores the role of corporate socialresponsibility (CSR) in engaging Millennials. Sharing insights from the field, case studies, and his own research,James will be setting out why now more than ever is the right time to be using CSR to turn the heads of thisincreasingly influential audience.

James has worked at Raleigh International as Business Development Strategist since January 2015; he previouslyvolunteered with Raleigh in Costa Rica and Nicaragua in 2002. James is also a Teaching Fellow in Marketing at theUniversity of Sussex. He is an Associate Member of the Institute of Corporate Responsibility & Sustainability, and aFellow of the Royal Geographical Society.

Chair’s Closing RemarksAlyson Fadil, People Director, Missguided

An influential, experienced and credible Executive Board Director with full accountability for the People propositionwithin the business. A true Business Partner to the executive team, working tirelessly to ensure that the People strategyis aligned to the commerciality of the business. Accountable for the overall HR/ People proposition, including Learningand Development and Internal Communcations, within a fast paced, customer service, commercially driven business. Ademonstrable record of achieving results through implementation of a People strategy to deliver the corporateobjectives. Operating within a Multi-channel Retail, Warehousing and Logisitcs and specialist Head Office functions;including IT & Digital, Marketing, Buying and Merchandise, Finance, Customer Experience, Property, Field Service,Creative, Brand and Ecommerce. Also a credible presenter/ speaker of HR/People Strategies, Talent Acquisition andEmployee Engagement.


Stand no.38

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

BOOKNOW

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively,please contact an EBM member of staff or arrive in plenty of time before the session starts. All places areon a first come first serve basis and we advise you to book early as places are very limited.

POWERED BY

JOIN THE GROUP AND DISCUSS..Social has fundamentally changed businesses and promised a new kind of customerrelationship. Brands know they need to be actively a part of the social ecosystem, but theyaren’t sure if their social marketing efforts are paying off.

Today, brands focus almost exclusively on big social networks like Facebook and Twitterwhere engagement is already low and dropping. Which is why they need to streamline andoptimise their social efforts to become savvier at understanding what their customers wantas well as when they are likely to be receptive to brand messages.

This roundtable will aim at discussing the following topics:

• How can social media serve customer experience when most social platforms have turned into pay-to-play broadcast channels?• How to move away from “likes” and “shares” metrics and focus on the real indicators of social marketing success?• How to leverage your brand community to its full potential by responding to their wants, needs and expectations in real-time?• Engaging across sales, marketing and service for a complete customer experience.• Scale – save time and effort, while mitigating security and risk

These focus groups will be held at:

SESSION ONE 11.00 - 12.00SESSION TWO 14.00 - 15.00

What is The Evolving Role ofSocial in The Future of DigitalCustomer Experience?

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively,please contact an EBM member of staff or arrive in plenty of time before the session starts. All places areon a first come first serve basis and we advise you to book early as places are very limited.

BOOKNOWImi De Daranyi

Head of Strategic AccountsLithium

Charlotte KublerEMEA Marketing Manager

Lithium

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SPONSORS

58

PLATINUM

Calabrio is a customer engagement software company that provides analyticinsights to catalyze growth through customer service contact centers.Calabrio ONE® is a unified suite—including call recording, qualitymanagement, workforce management and voice-of-the-customeranalytics—that records, captures and analyzes customer engagement centerinteractions to improve the customer experience and drive top-line businessgrowth. The suite can be deployed in the cloud, on-premises or via hybrid.

W: www.calabrio.com

Confirmit enables organisations to develop and implement Voice of theCustomer, Employee Engagement and Market Research programmes thatdeliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engagecustomers, empower employees, deliver a compelling respondentexperience, and provide high Return on Investment.

Confirmit’s customer engagement model provides the power to listen to theVoice of the Customer, integrate it with financial, operational and free-formtext data to generate powerful insight, and take action that will delivereffective business change and create competitive advantage.

T: +44 (0)20 3053 9333W: www.confirmit.com

eGain customer engagement solutions make digital transformation easy forleading brands. Based on a unified omnichannel platform for AI knowledge-powered customer engagement, our top-rated cloud applications for web,mobile, social and contact centers help deliver connected customer journeysacross touchpoints, while enabling the business to optimize those journeysand contact center performance.

E: [email protected]: www.egain.com

Ember is a business services group helping organisations to become market-relevant and business-ready for the future. We provide specialistmanagement consultancy, training and analytics, executive search andcommercial and outsourcing contracting services, and address the customermanagement strategies, technical and operational capabilities that will helpyou define your priorities for change. With an unashamedly commercialfocus we help to drive down costs, identify hidden risks and support thetransition of delivery so that you can transform confidently, innovatively andsuccessfully to secure your future through better customer engagement.

Contact: Simon FootT: +(0)20 7871 9797T: 07796 148709E: [email protected]: www.emberservices.com

SPONSORS

59

PLATINUM

Engage Hub’s cross-channel customer engagement technology enablesorganisations to deliver better customer experiences through SMS, MMS,web, email, voice, push notifications, Facebook Messenger and more. Fromcustomer services to marketing, Engage Hub gives businesses centralisedcontrol over all channels of communication and data which, ultimately,results in improved operational efficiencies.

W: www.theengagehub.com

Genesys® powers more than 25 billion of the world’s best customerexperiences each year. We put the customer at the centre of everything wedo and passionately believe that great customer engagement drives greatbusiness outcomes. More than 10,000 companies in over 100 countriestrust the industry’s #1 customer experience platform to orchestrateseamless omnichannel customer journeys and build lasting relationships.With a strong track record of innovation and a never-ending desire to befirst, Genesys is the only company recognised by top industry analysts as aleader in both cloud and on-premise customer engagement solutions.

Contact: Neil TitcombT: 07919 173376T: +44 (0)2038 083 999E: [email protected]: www.genesys.com/uk

Grass Roots is the incentive company with the widest range of rewards andbenefits for your employees and customers. We work with organisations ofall sizes, including some of the world’s biggest brands. Our products andsolutions (many of them exclusive) enable businesses to connect with newcustomers, grow their market share, and enhance customer loyalty. We alsohelp companies to become great places to work, with enviable employeebenefits and innovative reward and recognition initiatives that changebehaviours and generate results. Everything we do is about driving businessperformance, making things easy and delivering value.

Get in touch and find out more:E: [email protected]: www.grassrootsgroup.comT: 01442 829450

InMoment™ is a cloud-based customer experience (CX) optimizationplatform that helps brands leverage customer stories to inform betterbusiness decisions, and create more meaningful relationships with theircustomers. Through its Experience Hub™, InMoment provides Voice ofCustomer (VoC), Social Reviews & Advocacy, and Employee Engagementsolutions, as well as strategic guidance, support, and services to nearly 400brands in 95 countries.

W: www.inmoment.com

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SPONSORS

61

PLATINUMKCOM is an “experience integrator” created for today’s unpredictable world.We help enterprises and public sector organisations to re-imagine and re-architect their IT and communications infrastructure to deliver easierexperiences for their customers. With “best in class” consultancy, architecture,delivery and service management, KCOM works with its customers to deliver onthe promise of digital transformation and the public cloud. We helporganisations transform their operations and experience to become morecustomer-centric, agile and efficient.

Contact: Ellie Cornick, Marketing Programme Manager.E: [email protected]: www.kcom.com

Puzzel builds on 20 years’ heritage. It was one of the first pioneers to develop acloud-based contact centre. Puzzel also encompasses leading mobile messagingand mobile payments to deliver a flexible and customisable customer interactionplatform to meet the needs of today’s omni-channel and mobile environments.Puzzel can be adapted to accommodate from one to several thousand agentsusing any device, in any location and integrates with multiple applicationsseamlessly. Headquartered in Oslo, Norway, Puzzel employs over 140 peoplewho are all passionate about delivering innovative customer interactionsolutions for contact centres and mobile environments.

For more information please visit www.puzzel.com | +44 333 300 0066Oda Mo – Marketing ManagerT: +47 91 37 46 29E: [email protected]

Kantar is home to some of the world’s leading research, data and insightsbrands. Individually, brands such as Kantar Millward Brown, Kantar TNS,Kantar Media, Kantar Worldpanel, Kantar Added Value and Kantar Futuresare famous and highly respected experts in their fields. Collectively, theyoffer the most complete view of consumers – the way they live, shop, vote,watch and tweet – in over a hundred countries worldwide. For the benefit ofour clients, Kantar connects these specialists as well as providing access tothe wider WPP group of companies and other partners.

W: www.kantar.com

We’re a market leading provider of outsourced contact centre services andsoftware solutions for a number of the world’s most successful brands. At Kura,our philosophy is “to help people be the best they can be” and our vision is “to berecognised across all organisations as unrivalled in developing people”. Oursoftware division, Inisoft, specialises in contact centre technology, designed byreal people to solve real issues. Syntelate Connect, our unified agent desktop,provides full Omni-channel capabilities, allowing your customers to engage ontheir channel of choice. With a wealth of experience, our customers range fromSME to Multinationals and include Scottish Power, Scotiabank and Vodafone.

Contact: Michelle Jones, Head of MarketingT: 0141 272 1105E: [email protected]: www.inisoft.com – www.wearekura.com

SPONSORS

62

PLATINUMWe believe that employee engagement is as vital to company performanceas external customer engagement. Over the last 12 years our solutions haveimpacted the performance of close to 1 million people across 220 countries.We specialise in helping you identify and solve your unique peoplechallenges. Our success is built on delivering practical and engaging peoplesolutions that make a difference to the bottom line. Our solutions workbecause they are grounded in rigorous science using proven methodologies.Vitally, we wrap them up with an engaging communications story thatinspires behaviour change and ensures the results we deliver really stick.

Contact: Nab Kalsi, Business Development DirectorE: [email protected]: +44 (0) 7768 045 609T: +44 (0) 203 4700 230

Optimizely is the world’s leading experimentation platform, enablingbusinesses to deliver continuous experimentation and personalisationacross websites, mobile apps and connected devices. Optimizely enablesbusinesses to experiment deeply into their technology stack and broadlyacross the entire customer experience. The platform’s ease of use and speedof deployment empower organisations to create and run bold experimentsthat help them make data-driven decisions and grow faster.

W: www.optimizely.com

Qualtrics is a rapidly growing software-as-a-service company and the leaderin experience management. Trusted by more than 1,200 brands acrossEurope, The Qualtrics Experience Management platform makes it easy fororganisations to measure, prioritise and optimise their customer experience.Powered by iQ, Qualtrics’ predictive intelligence engine automaticallysurfaces deep insights and predicts the key drivers of customer experience,so orgainsations can focus on improvements that will have the biggestimpact on their business. Visit www.qualtrics.com to see how it works andopen your free trial account.

T: +44 203 8083310E: [email protected]: www.qualtrics.com/uk/

NICE Satmetrix is the leading global provider of customer experiencemanagement software for companies who know that customer experiencedrives success. Our software delivers powerful, cost-effective customerexperience management in a complete, always-on SaaS solution. The world’smost forward-thinking companies choose NICE Satmetrix, the co-creatorsof the Net Promoter Score®, to help them build and manage customerexperience programs that deliver bottom-line results. We are a part of NICE(Nasdaq:NICE), whose cloud and on-premises enterprise software solutionshelp organizations of all sizes deliver better customer service, ensurecompliance, combat fraud, and safeguard citizens.

Contact: Richard BurnsE: [email protected]

SPONSORS

63

PLATINUM

We believe there is a more innovative way for people to find good help.Transversal is the pioneer in cognitive knowledge solutions and we arechanging the way businesses connect people with knowledge. Our passion isto transform the way people find, consume and share what they know.

Transversal’s products connect people with the knowledge they need tomake a difference with their customers, across every channel and throughevery interaction. Empowering the customer journey with knowledgeensures you are delivering those exceptional experiences and unforgettablecustomer service that make you stand out from the crowd.

T: +44 1223 488700W: www.transversal.com

Salesforce enables companies to connect to their customers in a whole newway, leveraging the combined power of cloud, social, mobile, data science,and IoT technologies. With its innovative Customer Success Platform,Salesforce sets the global standard for customer relationship management,engagement, and intelligence by integrating sales, service, marketing,community, analytics, IoT, and app development in a trusted cloud forbusinesses of every size and industry.

T: 0800 0921223 (Freephone)W: www.salesforce.com/uk

Verint® (NASDAQ: VRNT) is a global leader in ActionableIntelligence®solutions with a focus on customer engagement optimisation,security intelligence, and fraud, risk and compliance. Today, more than10,000 organisations in 180 countries count on intelligence from Verintsolutions to make more informed, effective and timely decisions.

E: [email protected]: 01932 839500W: www.verint.com

VoiceSage delivers proactive customer service solutions that helpcompanies streamline and add value to their high-volume, outbound contactactivities. Blue chip customers for its solutions include Argos (Home RetailGroup), Capital One, Thames Water, AXA Insurance and Shop Direct. Ourcustomers rely on VoiceSage solutions to help them transform creditcollections, delivery and appointment confirmations, marketing campaignsand other high-volume business processes using SMS and Interactive VoiceMessaging. VoiceSage’s cloud-delivered messaging platform sends 2 million-plus interactions a day and is used by businesses that touch more than 75%of the UK population: over 44 million individual phones in the UK havereceived a VoiceSage communication.

T: +44(0) 121 371 0896E: [email protected]: www.voicesage.com

SPONSORS

65

GOLD

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

We help leading brands — including Allianz, Sky andJohn Lewis — create better customer experiences thatsave money, enhance service and increase sales. Using amix of science, creativity and service know-how, weimprove how organisations communicate with theircustomers through all channels and media — fromwebchat, social media and online answers for FAQs toSMS, letters and the phone.

Our results speak for themselves and our award-winningwork has reduced costs by cutting repeat contact by90% as well as moving 47% of calling customers to self-service channels, increased CSat by 37% and boostedsales opportunities by 24%. We work collaborativelywith our clients to find opportunities for improvement,create strategies to realise these and then make it easyto maintain better communications as well as boostteam performance.

T: 0330 123 9930E: [email protected]: www.soh.co.uk

Content Guru is a global leader in cloud-basedcommunications solutions. It delivers customerengagement and Cloud Contact Centre services throughthe multi-award-winning storm® platform. Hundreds ofthe world’s largest organisations are powered by storm,in sectors ranging from utilities and travel through tofinance and government, and include Chubb, Sodexo,and the UK’s National Health Service (NHS), the fifth-largest employer globally. These clients choose theplatform for its unparalleled scalability and reliability inhandling enormous volumes of multi-channelcommunications, its flexibility in delivering best-in-classservices anywhere, anyhow and at any time, and its scopefor truly international deployments.

Storm supports hundreds of applications, including:• Multi-channel Cloud Contact Centre & Unified

Communications (email, video, voice, SMS, IM, web and social media from a single platform)

• Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate)

• AI and propensity modelling (interpreting data sources to deliver mass -personalised messaging and unprecedented customer engagement)

W: www.contentguru.com

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

SPONSORSSILVER

We are the world’s full-service customer experience (CX) partner. Our mission is toprovide businesses the strategic guidance and software engine needed to turn customerfeedback into a competitive advantage.

W: www.maritzcx.com

Lithium delivers brilliant digital customer experiences at scale. The Lithium EngagementPlatform enables brands to connect customers, content and conversations at the rightdigital moment. With the Lithium Engagement Platform, digital marketers are deliveringthe right content to the right customer at the right time to increase revenue and brandvalue. More than 400 global brands leverage Lithium to drive integrated campaigns andpersonally engage more customers with trusted content.

To find out how Lithium can help you cultivate authentic customer relationships with thepower of social and community, visit www.lithium.com or follow us @LithiumTech.

Contact: Richard Wright, EMEA Field Marketing DirectorE: [email protected]: 07825 689 187T: +44 203-695-8750

ROBOTICS & ARTIFICIALINTELLIGENCE WILL TRANSFORMCUSTOMER 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 Contact: [email protected] hotline: 01932 506 300 (Press 1)

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Want to be no. 1 for customer engagement? We’d love to help.

Give us a call on 01483 739400Email us at [email protected]

www.blue-sky.co.uk

Multi Award Winners in Customer Engagement

We offer a radically common sense approach to people development. Based on

There are four things we would like you to know about us…

behaviourWe make

results...and win awards

EXHIBITORS

69

BRONZEAccelerator Solutions are Customer Service specialists and we help organisations achievepositive business results through Customer Service leadership. We do this through a rangeof solutions focused on Training, Development and Research.

Our Training and Development team helps you to build attitudes, skills and behaviours thatmake the service difference. Our new Service Edge suite offers a unique and flexible rangeof service-focused training solutions, for those in service roles and also for managers orleaders delivering service through a team. Our Research team brings independence andobjectivity to the process of finding out what will make a real, positive difference to yourcustomers. We’re friendly, flexible and hands-on; working to make sure that our input has adirect and lasting impact. We help bring pace to change and take pride in delivering on ourpromises.

T: 0845 260 6886E: [email protected]

Cirrus is an award-winning provider of multi-channel cloud Contact Centre Solutions(CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology todeliver business outcomes and effortless customer experiences. Cirrus solutions combinesbest in class voice, SMS, webchat, email and social media. With a true cloud infrastructure,Cirrus operates on a true real-time basis with unlimited scalability and the highest level ofresilience and security. Cirrus’ solutions activate the workforce, empowers businesses andcall centres and informs business leaders to drive exceptional business results andcustomer experiences. Cirrus’ deployments typically range from 5 – 1,000 users andcustomers benefit from the ability to unify resource across separate geographic locations(including homeworkers), leverage multichannel capability and move to a single view of thecustomer to name a few benefits.

Cirrus has a broad range of experience across both the public and the private sector.Clients include Virgin Trains, NHS, FCA, CAA, LAA, Cafcass, InsureTheBox, BuckinghamPalace and Economy Energy.

Peter Ashbridge; Business Development Manager:E: [email protected]: 0330-022-6063

Nick Nind; Sales DirectorE: [email protected]: 0330-022-6365

Eptica is a leading European tech company specializing in intelligent platforms for digitalcustomer experience. Eptica provides conversational and collaborative solutions poweredby AI. Founded 16 years ago by Olivier Njamfa, Eptica supports brands to make digital CXthe key link in the value chain, ensuring their customer service delivers value to consumersand across their business.

Globally, more than 450 organizations across all industries rely on our solutions on alldigital channels, including self service & knowledge base, email, chat and social media. Weenable millions of individuals to engage in meaningful conversations with brands improvingdaily lives for everyone.

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

EXHIBITORS

70

BRONZE

Jacada Inc. enables organizations to deliver effortless customer self-service and agentassisted interactions by implementing cutting-edge mobile, smart device, and web basedsolutions, as well as optimized agent desktops, and business process optimization tools.Customers can benefit from an improved customer experience at every touch point withthe organization, whether digitally on the website or mobile device, at the contact center,or at the retail store. Most Jacada deployments provide complete return on investmentwithin the first three to seven months after deployment. Founded in 1990, Jacadaoperates globally with offices in Atlanta, USA; London, England; Munich, Germany; andHerzliya, Israel.

More information is available at www.Jacada.com

Macro 4, a division of UNICOM Global, delivers software solutions which quickly, easilyand cost effectively transform the way companies communicate and engage with theircustomers.

We can help you to:• Transition smoothly from paper to digital• Create engaging, personalised communications• Deliver seamless, multi-channel customer service• Stop by our stand to say hello, and visit our website to find out more.

Contact: Naina GajjarE: [email protected]: 01293 872000w: www.macro4.com

Contact: Lynda KershawE: [email protected]

Infinity is the leading call intelligence platform. Providing transformational business toolsto gain intelligence from every conversation with prospects and customers, and drive moresales, optimise marketing and streamline operations. Available in over 75 countries,Infinity’s technology allows you to measure which marketing channels generate calls givingyou complete insight into every touch point of your customer’s journey.

Incorporating the most advanced Universal Analytics integration available, Infinity willsend phone call data into Google Analytics as well as custom dimensions about the call,such as call length, call rating or your own custom dimensions passed through from yourwebsite. If you want to know what a caller is interested in when you answer the phone, the‘Infinity Caller Insight App’ makes this possible by providing real time information aboutincoming callers.

W: www.infinitycloud.com

Network Research is a full service insights agency, specialising in improving the customerexperience. For over 30 years we’ve been helping our clients build deeper, more profitablerelationships with their customers. We use research to create actionable insight at allstages of the customer journey – from product development, customer acquisition andcommunications through to satisfaction, loyalty and retention. We use our in-housevisualisation and technology teams to work with clients to produce creative andcompelling ways to communicate insight stories for maximum impact.

Contact Richard Gaze T: 20 7680 5100E: [email protected]

Netcall helps you to engage effectively with customers. We create, maintain and supportsoftware applications to support this goal. Manage contact from start to finish with ourcustomer engagement (CX) platform Liberty. Join up your front and back office to deliver aseamless customer experience. Access data and content in one place, so agents have a fullview of each customer.

Transform customer engagement. Work smarter, gain competitive advantage, loweroperating costs and achieve targets. Deliver superior customer service any time, any place,anywhere. Join 700 organisations that already have.

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

Oplift is an award winning employee engagement tool which was designed to improvecustomer experience. We give your staff the digital tools they need to deliver the bestcustomer service possible and help make every aspect of your business, efficient, seamlessand manageable. The Oplift platform is comprised of 5 services: Engage, Review, Coach,Learn and Bespoke. They can be used collectively or standalone to ensure your digitaltransformation is best suited to your business requirements. Oplift is used throughout 150Virgin Media stores across the whole of the UK.

Contact:

Ed Mooree: [email protected]: 01273 778289

EXHIBITORS

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BRONZE

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The Complete Customer Experience ToolkitServiceTick gives you everything you need to create, deliver and analyse your Voice of theCustomer programme. Whether you're measuring NPS, Effort or CSAT our surveys willhelp you truly understand your customers’ experience and identify where and how you candeepen the relationship.

Clients such as Lloyds Bank, esure, Zurich, Financial Ombudsman and Heathrow Airport alluse ServiceTick technology to give their brands an edge at the point where it matters most– the interaction between your brand and your customer. Whether your goal is improvingagent performance, fixing process bottlenecks, re-engaging with disgruntled customers orbuilding a stronger brand ServiceTick will give you the tools you need.

Contact: Kate BurtonE: kate.burton@servicetickT: 01603 618326

Paragon Customer Communications make it easy for you to reach your customers with theright message at the right time – whether you need to send a single local leaflet campaignor an industry-leading, omni-channel, global communication platform.

We understand that when the need arrives for you to communicate quickly with yourclients, what matters most is delivering on time, accurately and to a high quality.

Our Rapid Response Communication Service offers an end to end solution, incorporatingour email, SMS and award-winning print services to ensure you meet regulatoryrequirements and can act in the best interests of your customers.

Contact:Phil Budd T: 07968 856 109E: [email protected]

We recognise that the way businesses communicate is changing so choosing the rightoutsourced communications partner is more important than ever. Sending 1000communications on behalf of our customers every minute, we’re experts in deliveringsecure, personalised communications across a range of industries. From physical, printeddocuments to e-delivery, our specialists provide innovative, timely and flexible solutionsthat drive engagement including personal interactive content via text, video and voicealongside transactional and critical documents. We understand cost pressures and servicedemands and we’re ISO 27001 certified.

For any business enquiries, please contact Mark Hetem, our Sales DirectorE: [email protected]: 07841 604037.

EXHIBITORS BRONZE

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