OFFICIAL EVENT GUIDE

THE HUMAN FACE OF ENGAGEMENT: WHY PEOPLE COME FIRST

PLATINUM SPONSORS

GOLD SPONSORS

ORGANISED BY: CustomerEngagementSummit.com @EngageCustomer #EngageSummits Build better customer expperriences

Focus on the right technology

Customers expect low-effort, seamless experiennces. Connect every moment and deliver personalised journeys that build long-term relationships and great business outcomes. Start with the right customer experience platform.

Genesys™ powers 25 billion of the world’s best ccustomer experiences each year. We seamlessly connect eemployees and customers across channels, on premise and in the cloud. No matter what size your business, no one knowws more about creatingcreating experie nces that keep customerss coming back.

To see why over 10,000 companies in 100-plus countries trust their reelationships to our #1 customer expeerience platform, vissit www.genesys.com/uk

Genesys and the Genesys logo are registered trademarks of Genesys. © 2018 Genesys. All rights reserved. THE TEAM WELCOME CONTENT Steve Hurst Editorial Director [email protected] 01932 506 304

Katie Donaldson Marketing Manager [email protected] WELCOME 01932 506 302 Hannah Mulea A very warm welcome to our seventh flagship Customer Marketing Executive [email protected] Engagement Summit, a seminal event firmly established 01932 302 112 Claire Poole as Europe’s premier and most highly regarded customer Conference Producer and employee engagement conference, and which this [email protected] 01932 506 300 year is being held for the first time over two days. SPONSORSHIP The Summit has gained an enviable reputation for delivering leading edge world James Cottee class case-study led content in a business-like yet informal atmosphere which is Sponsorship Sales Manager [email protected] highly conducive to delegate, speaker and sponsor networking. Our CPD 01932 506 309 accredited Summit is also recognised for its educational value. It’s a place both Dominic Stone to learn and do business. Sponsorship Sales [email protected] The overarching theme of this year’s Summit is ‘The Human face of 01932 506 303 Engagement: Why People Come First’, as against a backcloth of continuing Kimberley Bishop advances in technology and the new business models that are being spawned, Sponsorship Sales [email protected] the recognition that it is people who really matter, the ‘human touch’ if you will, 01932 506 308 comes to the fore. Dan Moran Sponsorship Sales Delegates over the next two days will be treated to a mouth-watering line of [email protected] speakers from organisations as diverse as Aston Martin, Virgin Money, Just Eat, 01932 506 303 The Co-op, NHBC, Formica, The Telegraph Group, Save The Children, Monzo MEMBERSHIP Bank, Sky, Auto Trader, London Zoo, Belron, The Big Issue, Scania, Citi, Marks & Spencer, Metro Bank, News UK, NHS and many more. Dan Skinner Delegate Sales [email protected] Hosting our Summit once again is London’s iconic Westminster Bridge Park 01932 506 307 Plaza which on Monday evening is also the venue for our third annual Engage Jamie Ross Awards, the only customer and employee engagement Awards programme. Delegate Sales [email protected] Our Summit delegates will benefit from our exclusive Customer Engagement 01932 506 306 Summit app, where you can see who else is attending and start networking FINANCE straight away, organise meetings in our 1-2-1 Networking Lounge, access all event Sabrina Clarke information in real time, view the agenda and speakers, take part in interactive Finance Manager polling and share your own updates and content via the event news feed. fi[email protected] 01932 500 103 Attendees can also post comments and information on the event feed and Jenna Pollard provide feedback with the app survey. These are all designed to enhance the Accounts Executive customer experience enjoyed by delegates, speakers and sponsors at the [email protected] 01932 428 542 Summit. Have an enjoyable and productive day.

MANAGING DIRECTOR Nick Rust Steve Hurst, Editorial Director [email protected] 01932 506 301

CustomerEngagementSummit.com @EngageCustomer #EngageSummits EngageCustomer.com

Customer Engagement Summit is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter and Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Nicholson House I 41 Thames Street Weybridge I Surrey I KT13 8JG Company Registration No. 8636460 1

DAY ONE CONTENTS Visitor Information 7 Sponsors 8-9 Event App 11 Agenda Summary 12-14 Focus Groups 16-17 Summit Speakers 19-23 Floorplan 24-25

Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting 26 A N A N A N A N A N FOCUS DAY ONE DAY ONE DAY ONE DAY ONE DAY ONE I am 10 – Be More, Do More, Have More. 4 Strategies That Will Give You The Edge in Business & in Life 26 Genesys Insights: How Artificial Intelligence Powers CX and Drives Sales at Marks and Spencer 27 State of CX 2018: 5 Habits of Highly Effective CX Professionals 27 If You Want to Be Loved, Be Lovable 27

Customer Engagement Transformation - Part One 29 Innovative and Disruptive Strategies in CX - Part One 30 Future of The Contact Centre - Part One 33 Innovative and Disruptive Strategies in CX - Part Two 34 Linking Voice of The Employee and Voice of The Customer 35

Customer and Employee Engagement - Part One 39 The Evolution of CX Service Design - Part One 40 Engagement in Financial Services and The Public Sector 41 Engagement in Retail and Media 43 The Evolution of CX Service Design - Part Two 45

Engaging With The Digital Customer - Part One 49 CX Strategies For The Customer Journey - Part One 50 Engaging With The Digital Customer - Part Two 51 Marketing and The CX 54 CX Strategies For The Customer Journey - Part Two 55

Evolution of VOE Across The Enterprise 59 Combining CX Strategy With Culture 60 Internal Communications - Part One 63 Artificial Intelligence and Robotics 64 Training, Learning and Development 67

Leveraging Artificial Intelligence, Robotics and IoT in Your

Customer Engagement Centre 86 GROUPS Retail Focus Group – 10 Ways to Improve Your Retail Contact Centre 87 Financial Services and Insurance Focus Group - 7 Steps to Better CX 87 Be Positively Disruptive by Uniting Humans With Automation 88 How Do You Ensure Your Customers Get The Answers They Need? 89

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions.

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

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG 3 Engage smarter. DAY TWO CONTENTS Visitor Information 7 Sponsors 8-9 Event App 11 Agenda Summary 12-14 Focus Groups 16-17 Summit Speakers 19-23 Floorplan 24-25

Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood FOCUS Consulting DAY TWO DAY TWO 68 DAY TWO DAY TWO DAY TWO Barclays: Humans Are Still at The Heart of Banking in The Digital Age 68 The Human Face of Engagement 69 Demystifying AI For Customer Engagement 69 The Big Issue Foundation: Customers Change Your Life 69

Future of The Contact Centre - Part Two 71 The Future of CX 72

Evolution of VOC Across The Enterprise 75 Customer and Employee Engagement - Part Two 76

Customer Engagement Transformation - Part Two 79 Internal Communications - Part Two 80

Engagement in Retail 83 Cross Sector Customer and Employee Engagement 84

The Reality of Voice of The Customer in The UK Today: What are The Current Challenges and Best Practices? 90 GROUPS

Artificial Intelligence Powered Chatbots: The Future of Customer Service 91

Platinum Sponsors 92-95 Gold Sponsors 96-98 Silver Sponsors 99 Bronze Sponsors 100-102 Network Sponsors 103 5 &GƂPKPIVJG *WOCP#IG č,iyiV̈œ˜œ˜ ÕÃ̜“iÀ-iÀۈVi ˆ˜ÓäÎä

Consumers demand that human contact remains part of customer service Despite all the new digital channels 76% want Փ>˜Vœ˜Ì>VÌ̜Ài“>ˆ˜

Consumers want a humanised customer experience tailored to them and their preferences ÕÌnίœvVœ˜ÃՓiÀÃÜ>˜Ì̜Ž˜œÜœÀ}>˜ˆÃ>̈œ˜Ã >ÀiŽii«ˆ˜}Ì iˆÀ«iÀܘ>ˆ˜vœÀ“>̈œ˜ÃiVÕÀi

Consumers want the latest technology to be available at work as at home More than a third expect workplaces to be more yi݈Li̜ÃՈÌi“«œÞii«ÀiviÀi˜ViÃ

Latest research from more than 36,000 consumers across 18 countries reveals the key challenges organisations face for engagement in the future

[email protected] +44(0) 1932 839500 XGTKPVEQO FGƂPKPIVJGJWOCPCIGWM

© 2018 Verint Systems Inc. All Rights Reserved Worldwide. VISITOR INFORMATION SUMMIT HOURS:

DAY ONE: MONDAY DAY TWO: TUESDAY

08:15 – 09.00 Registration & Coffee 08:15 – 09.00 Registration & Coffee 09:00 – 10.25 Main Stage Plenary Sessions 09:00 – 11.05 Main Stage Plenary Sessions 10.25 – 10.55 Networking & Coffee Break 11.05 – 11.35 Networking & Coffee Break 11:00 – 13.05 Presentations & Focus Groups 11:40 – 13.40 Presentations & Focus Groups 13:05 – 14:05 Networking & Lunch 13:40 – 14:40 Networking & Lunch 14:05 – 16:10 Presentations & Focus Groups 14:40 Event Close 16.10 – 16.40 Networking & Coffee Break 16:40 – 17:20 Presentations 17:20 – 18.20 Drinks & Networking Party with Entertainment 18:30 Event Close NETWORKING BREAKS SPONSORED BY

Refreshments: Join the Conversation: Delegate tea/coffee breaks and buffet lunch #EngageSummits @EngageCustomer are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. First Aid: Please visit the reception desk on the At the Drinks and Networking Party on Lower ground floor should you require assistance. Level 1 at the end of the day a complimentary Beer or Glass of wine is provided. Canvassers: • Welcome and Registration The organisers reserve the right to remove • Morning Networking Coffee Break anybody found distributing leaflets of any • Lunch kind or unauthorised sales material at the show. • Afternoon Networking Coffee Break • Drinks and Networking Party with Business Amenities: Entertainment Amenities at Park Plaza Westminster Bridge Hotel London include: Cloakroom: 31 meeting rooms; an Executive Lounge There are free cloakrooms available for and free Wi-Fi throughout the hotel. delegates. These are located on the ground Guests can invest in their well-being with a floor near the main entrance. workout in the fitness centre, featuring a 15-metre swimming pool, and a revitalising treatment from Europe's first Mandara Spa.

Wi-Fi: Travel: There is complimentary visitor Wi-Fi access Waterloo and Westminster tube stations provided throughout the show. Please join are a five-minute walk from the the Network: Park Plaza Hotel Resorts Westminster Park Plaza hotel.

7 SPONSORS

THANKS TO OUR SPONSORS

PLATINUM SPONSORS

GOLD SPONSORS

8 SPONSORS

THANKS TO OUR SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

NETWORKING SPONSORS

9

EVENT APP

DOWNLOAD & NETWORK TODAY

Download the official 'Customer Engagement Summit 2018' event app and begin networking today! • 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 IN-APP • Share updates and content 1-2-1 via our event news feed • Access exclusive content MESSAGING from our speakers & sponsors

TO DOWNLOAD: Using your smartphone or tablet search Engage Business Media in either the Google Play or the App Store. Once you have downloaded the app, please enter the email address that you used to register to the event with to gain access.

11 AGENDA SUMMARY DAY ONE: MONDAY MAIN STAGE - PLENARY KEYNOTES 08:15 Registration & Coffee 09:05 I am 10 – Be More, Do More, Have More. 09:25 Genesys Insights: How Artificial 4 Strategies That Will Give You The Intelligence Powers CX and Drives Sales 09:00 Chair’s Introduction Edge in Business & in Life at Marks and Spencer Martin Hill-Wilson, Founder, Gavin Ingham, Motivational Speaker, Tony Granite, Head of Operations - Brainfood Consulting GavinIngham.com Customer Sales & Service Centres, M&S & Chris Woodward, Co-Founder and CEO, Anana Ltd

Martin Hill-Wilson, Brainfood Consulting Cathy Brown, Employee Ownership Association

CUSTOMER ENGAGEMENT TRANSFORMATION - PART ONE CUSTOMER AND EMPLOYEE ENGAGEMENT PART ONE

11:00 Olympus Case Study: Transforming from Product-First to 11:00 Kent Fire And Rescue Case Study: Applying a Customer Model to Customer-First The Fire and Rescue Service Benjamin Rand, General Manager - Customer Support & David Wales, Customer Experience Manager, Kent Fire and Rescue Anna Hagen, Business Unit Manager, Olympus Service (KFRS) 11:20 Defining The Human Age - A Reflection on Customer Service 11:20 The Engagement Enigma: Connecting The Dots Between and Work in 2030 Employees, Customers and Making More Money Marije Gould, VP Marketing, EMEA, Verint Systems Ben Orme, Product Director, Blackhawk Network 11:40 NHBC Case Study: Engaging Builders to Improve Homeowner 11:40 Commitment or Engagement? The Fable of The Chicken and The Pig Outcomes Deb Oxley, Chief Executive, Employee Ownership Association Alex Walker, Claims Operations Manager & Christine Smith, Claims and Commercial Director, NHBC

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART ONE THE EVOLUTION OF CX SERVICE DESIGN - PART ONE

12:05 Vodafone Case Study: Customer Data and Privacy – It’s a People Thing 12:05 TASIS Case Study: Storytelling to Attract Your Customers Paul Somerville, Senior Manager Risk & Compliance, Vodafone Angel Lozano, Director of Institutional Advancement, TASIS Group Enterprise 12:25 The New Era of Customer Empathy: Virgin Trains’ World-First 12:25 BUPA Case Study: Poor Measurement Will Destroy Your RCS Journey Customer Experience Programme Oisin Lunny, Chief Evangelist, OpenMarket Anna Wilcox, Head of Customer Experience, BUPA & Tim Pritchard, Centrica Hive Case Study: Creating The Internet of Your Things Managing Director, Kantar TNS UK 12:45 Terence Sorrell, Business Solutions Manager, Connected Homes 12:45 The CX Trends You Cannot Afford to Ignore Hive (British Gas) Stephen Yap, Head of VoC Programmes, Ipsos MORI

13:05 Lunch

FUTURE OF THE CONTACT CENTRE - PART ONE ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

14:05 Heal's Case Study: Back in The Game 14:05 Monzo Bank Case Study: Employee Experience Means Business John Mihill, Interim Head of Customer Service, Heals Tara Mansfield, Head of People, Monzo Bank 14:25 Shaping The Customer Centric Experiences of Tomorrow 14:25 DWP Case Study: Engagement - How do we Move From Good Gregg Widdowson, Customer Engagement Solution Sales Leader to Great? – UK & Ireland, Avaya Adetola Orukotan, Operational Manager, Disability Services and Dispute Resolution Directorate, DWP 14:45 CitySprint Case Study: Journey From an Operations-Led Business to The Start of Customer Centricity 14:45 Metro Bank Case Study: Customer Choice and Emotional Engagement Rosie Bailey, Director of Customer Management, CitySprint Andrew Richards, Head of Organisational Development, Metro Bank

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART TWO ENGAGEMENT IN RETAIL AND MEDIA

15:10 Sky Betting and Gaming Case Study: Risk of Automation in 15:10 The Times & The Sunday Times Case Study: How The Times & Operations? What Risk? The Sunday Times With Data Science Delivered Record Growth Nicholas Cockerill, Head of Product, Sky Betting and Gaming Pete Evia-Rhodes, Director of Customer Value, The Times and The Sunday Times 15:30 Kent College Pembury Case Study: Bringing Immersive Theatre to The Customer Journey 15:30 RCS Messaging: The Next Generation of Mobile Engagement Sascha Evans, Director of External Relations, Kent College Pembury has Arrived Nick Millward, VP Europe, mGage 15:50 One Savings Bank Case Study Sandeep Kaul, Senior Customer Service Manager, One Savings Bank 15:50 Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O’Grady, Senior Forecast Analyst, Forrester Research

16:10 Coffee & Networking Break

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER THE EVOLUTION OF CX SERVICE DESIGN - PART TWO

16:40 Farécla Case Study: Generating Amazing Value From a Simple 16:40 Samsung Case Study: Maximising The Use of Attitudinal Customer End User Competition and Behavioural Data to Optimise Performance David Stokes, Marketing Manager, Farécla Darren George, European CX Insight Manager & Amy Vetter, Digital Insights Manager, Samsung 17:00 Experian Case Study: Working Together to Improve Employee and Customer Engagement 17:00 Promoderation Case Study: How to Get Your Whole Organisation Emma Perkins, Customer Experience Manager, Experian Behind Delivering Great Experiences Richard Spencer, Director, Promoderation

17:20 Drinks & Networking Party 12 AGENDA DAY ONE: MONDAY SUMMARY MAIN STAGE - PLENARY KEYNOTES 09:45 State of CX 2018: 5 Habits of Highly 10:05 If You Want to Be Loved, Be Lovable 10:25 Coffee & Networking Break Effective CX Professionals Tim Arthur, Creative Director, Virgin Claire Sporton, VP Customer Money Experience, Confirmit

Gerry Brown, Customer Lifeguard Nicholas Brice, American Express Community Stadium

ENGAGING WITH THE DIGITAL CUSTOMER - PART ONE EVOLUTION OF VOE ACROSS THE ENTERPRISE

11:00 Virgin Holidays Case Study: Our Customers are Not Our First Priority 11:00 Formica Case Study: The Importance of Investment in The Future Pauline Wilson, Operations Director, Virgin Holidays Capability of Leadership Emma Dixon, People and Performance Manager For UK, Formica 11:20 The Disruptive Opportunity: Enhancing The Digital CX Through Social Messaging 11:20 Human Centred Transformation – Why Transformation is no Chris Venus, VP Professional Services, Conversocial Longer a Process But a Mindset Moritz Dinger, Market Director, Capita Transformation 11:40 Fidelity International Case Study: Building The ROI Case for VoC and Proving The Value of Closing The Loop 11:40 St Andrews Healthcare Case Study: Engagement on The Edge Stella Creasey, Global Voice of The Client Lead, Fidelity International Martin Kersey, Executive Director Human Resources & Charity Trustee, St Andrews Healthcare CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART ONE 12:05 Co-Op Case Study: Relevance - How to Position The Contact COMBINING CX STRATEGY WITH CULTURE Centre as a Strategic Asset Claire Carroll, Head of Member and Customer Services, Co-Op 12:05 Taylor Vinters Case Study: Unicorns and Zebras Peter Finding, Partner, Taylor Vinters 12:25 The Reality of Voice of The Customer in The UK Today: What are The Current Practices and How to Get Ready For a New Area of 12:25 The Culture Code Customer Intelligence That Delivers? Sally Earnshaw, Managing Director, Blue Sky Olivier Njamfa, CEO & Founder, Eptica 12:45 Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; Creating a Culture of 12:45 What Really Drives Best Business Performance From an Excellence in Modern Construction Employee Perspective? Jackie Ducker, Customer Experience Director, Kier Moira Clark, Director, Henley Business School

13:05 Lunch

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE INTERNAL COMMUNICATIONS - PART ONE - PART TWO 14:05 Citibank Case Study: Making ‘Be The Best for Our Clients’