OFFICIAL CUSTOMER EVENT ENGAGEMENT GUIDE SUMMIT 2017 MONDAY, 13 NOVEMBER 2017 WESTMINSTER PARK PLAZA, LONDON

THE NEED FOR AGILITY IN THE AGE OF DISRUPTION

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

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

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

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

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The Importance of CX Governance

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. our • 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 – 12.00 MERS Session 2: 14.00 – 15.00 ANS DOWNLOAD & NETWORK TODAY

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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. KEYNOTES PLENARY K er Engagement 09:30 Levi Strauss Case Study: Embracing 09:50 Customer Engagement Starts with 10:10 Leon Restaurants Profitability Context Evolution for the Seamless Customer Engaged Contact Centre Agents – New ‘In Conversation olm McDonald, former Experience Study Reveals “Health” of the Front Line John Upton, Man rketing, Cranfield Seth Ellison, Executive Vice President Tom Goodmanson, President and CEO, Restaurants & Mi ol of Management and President, Europe, Levi Strauss Calabrio Ember Services

HALL 2 HALL 3 Helen Wilson, Managing Director, IPSOS Loyalty Chair: Martin Hill-Wilson, Founder, Brainfood Consulting

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

11:00 Metro Bank Case Study: Fan-Atical Execution in a High 11:00 LEGO Case Study: Know, Nurture And Nudge Your Customers Growth Business Monika Lütke-Daldrup, Senior Director, Consumer Services, Andrew Richards, Head of Regional Retail Banking, Metro Bank LEGO Group 11:20 Utility Warehouse Case Study: How Cognitive Knowledge is 11:20 Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Enabling us to Have More Human Conversations and Become Hut Restaurants Leverage Customer Feedback Data to Map Out Emotionally Engaged with our Customers their CX Journey Charlie Ferris, Head of Customer Service, Utility Warehouse Cary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead, InMoment 11:40 Fidelity Case Study: Voice of the Client: Infusion or Transfusion 11:40 Waitrose Case Study: Saving £3.5 Million Through Partner Ideas Stella Creasey, Global Voice of The Client Lead, Fidelity International Stuart Eames, Operational Improvement Manager, Waitrose INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

12:00 The Digital Advantage – Disrupt the Disruptors 12:00 Virgin Holidays Case Study: Using the Customer Journey to Brendan Dykes, Product Marketing Director, Genesys Build Your Brand 12:20 NS&I Case Study: Innovation Through Experimentation Kate Burgess, Head of Customer Experience, Virgin Holidays – The Next Big Thing In Business 12:20 Are you Sitting Comfortably? You Shouldn’t be… Sandra Schroeter, Product Marketing Manager, Optimizely & Tim Pritchard, Managing Director, Customer Experience, Kantar TNS Ben Murphy, Head of Digital, Atos/NS&I 12:40 Northumbrian Water Case Study: Customer and Employee 12:40 Disney Case Study: How Disney Uses Customer Value to Engagement Through Cultural Transformation Innovate Customer Experience James Muir, Transformation Development Manager, Chris Humphrey, Associate Partner & Andy Wilkins, CEO & Northumbrian Water Co-Founder, BE Advisory

13:00 Lunch

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART TWO EMPLOYEE REWARD RECOGNITION AND RETENTION 14:00 Why You’re Doing Influencer Marketing Wrong and How to Get 14:00 Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s it Right… Reward and Recognition Journey Harry Hugo, Director, Goat Agency Paula Stannett, Chief People Officer, Heathrow Airport 14:20 How the Latest Technology Is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of 14:20 Employee Reward, Recognition & Retention – Make It Sensational! Product, Engage Hub Kev Jefcoate, Director, Marketing Communications, Grass Roots Group 14:40 How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things) 14:40 Donor Experience Case Study: The Value of a Promise Paul Armstrong, Digital Marketer, Strategist & Technology Advisor Richard Spencer, Director For The Commission, Donor Experience

15:00 Coffee & Networking Break

CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE 15:30 If Insurance Case Study: How One of the Largest Scandinavian 15:30 Allianz Global Case Study: Move Fast And Make A Big Impact Insurance Companies Adapts to their Consumers Evolving Needs Allison Windon, Global Director of Customer Experience, Allianz Thomas Rodseth, VP Product & Marketing, Puzzel Global Corporate & Specialty & Michael Maicher, Global Head, 15:50 Virgin Media Case Study: Improving Staff and Customer Experience Allianz Global Broker Management with Digital Innovation – How Can you Empower and Excite your 15:50 Direct Line Group Case Study: Delivering Better, Smarter Store Staff with Digital Tools to Improve Customer Experience? Communications to Our Customers Hannah Shepherd, Head of Retail Experience, Virgin Media Satarupa Banerjee, Direct Marketing Manager, Direct Line Group 16:10 Eurostar Case Study: Mapping Customer Journeys From Your 16:10 Let’s Not Neglect The Humans! Customers’ Verbatim Comments Carolyn Blunt, Managing Director, Ember Real Results Laure Noireau, Customer Insight Manager at Eurostar & CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICS Laurent Garnier, CEO, KPAM

16:30 Amazon Case Study: Conversational AI with Amazon Alexa CUSTOMER DATA AND PRIVACY INCLUDING GDPR Max Amordeluso, Principal Evangelist, Amazon 16:30 Marks & Spencer Case Study: Will the General Data Protection 16:50 Centrica Connected Home Case Study: Deliver an Exceptional Regulation Enable a Data Aware Mindset? Customer Experience with Intelligent, Connected Service Guy Johnson, Head of Data Governance, Marks & Spencer Neil Procter, Global Head of CRM, Centrica Connected Home & Cordery Compliance Case Study: GDPR Fake News Live Dave Thomson, Principal Solution Engineer-Service Cloud, Salesforce 16:50 – Separating the Fact From the Fiction 17:10 Google Case Study: Infuse Your Business with Machine Learning Jonathan Armstrong, Partner, Cordery Compliance Eric Haddad, Director CSE (Central and Southern Europe), Panel Discussion Google Cloud 17:10 Guy Johnson & Jonathan Armstrong 17:30 Chair’s Closing Remarks Helen Wilson, Managing Director, IPSOS Loyalty 17:30 Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting nment from Tom Ward 17:40 Drinks & Networking Party with Entertainment from Tom Ward Malcolm McDonald Tom Goodmanson Kathryn Bradbury Stella Creasey formerly Cranfield University Calabrio Johnnie Johnson Housing Fidelity International School of Management

Mike Havard Alyson Fadil Viktoría Jensdóttir Minna Olesen Ember Services Missguided Landspitali Unversity Hospital, Topdanmark Insurance Iceland

Vicky Johnson Eric Haddad Darren George Guy Johnson UNICEF UK Google Samsung Marks & Spencer

Sophie Dekkers Laure Noireau Satarupa Banerjee Stuart Eames easyJet Eurostar Direct Line Group Waitrose

Hannah Shepherd Paula Stannett Anna Wilcox Michael Maicher Virgin Media Heathrow Bupa Allianz Global Broker Management Llaura Hughes Abby Thomas Sally Earnshaw Dawn Roberts Motability Operations BT Blue Sky Performance Express Gifts Improvement

Professor Moira Clark Suzi Caesar Lorna Crowley Xavier Legrand Henley Business School DMG Media Engage Hub Engage Hub

Tim Pritchard Sean Risebrow Martin Taylor Claire Sporton Kantar TNS Bupa Content Guru Confirmit

Oonagh McBride Laurent Garnier Dave Thomson Ben Murphy Inisoft KPAM Salesforce ATOS/NS&I

Brendan Dykes Rich Davies Katie Waldeck Richard Burns Genesys Barclays soh NICE Satmetrix ts and Expo Hall Lower Level 2 - Seminar Halls 1, 2, 3, 4 or lounge

Stage Speaker lounge Hall 1

Networking 1-2-1 meeting lounge

Staircase

Lifts Hall 3

39 40 1 Catering ng 2

3 4 Lifts 11 10 9 8 7 6 5

Focu mance Improvement 2 41 1 10 8 tions 25 DOWNLOAD 21 22 16 APP TO 26 NETWORK 35 34 ch 24 20 Focus Group Sponsors 32 Maritz CX 23 Lithium 33 KEYN

08:15- 09:00 Registration & Coffee

09:00- Chair’s Introduction Mike Havard, Director, Ember Services 09:10 Mike has had 25+ years leading and growing busine management, HR leadership and then as a senior pro and leadership roles with organisations including BT director of Ember, a business services group focused performance transformation, outsourcing and contr determine ‘what better is’. He has also held various N from anti-fraud technologies to e-learning and empl has authored management textbooks in customer m Mike has also been an advisor to government depart and global brands including John Lewis, M&S, Toyot dangerous things in the mountains occasionally. (Bu

09:10- Putting Customer Engagement Stra 09:30 Professor Malcolm Mcdonald, former Professor

One of the major problems with the whole custo without great care, suppliers might end up achiev whole market, given that in any market there wil behaviours and needs. Even worse, if this is the c

This keynote will briefly summarise 120 pieces o shown to lead to long term profitability and will s theme. This involves the engagement of all stake constantly to revisit our business models and eng change. In particular, this keynote will spell out a and profit growth.

Until 2003, Malcolm was Professor of Marketing an with special responsibility for E-Business. He is a gra Business Studies from Bradford University Managem Doctorate from Bradford University and from the Pl industrial experience, including a number of years as 2012, he spent seven years as Chairman of Brand Fi He spends much of his time working with the operat IBM, Xerox, BP and the like, in most countries in the Australasia. He has written forty four books, includin them”, which has sold over half a million copies worl

09:30- Levi Strauss Case Study: Embracing E 09:50 Seth Ellison, Executive Vice President and Presid As a brand that is 144 years old, has 50,000 retai to learn that LS&Co. attributes part of its undeni to building a world-class omnichannel retail expe sales and a profit increase of 27% in the first qua against the odds and continues to prove itself a t the consumer. While the consumer is hunting for a consumer experience that is a perfect fit for all and President for Europe, has seen first-hand ho amazing consumer experience and commercial s investments to bring their iconic products to life KEYN

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

As Executive Vice President and President, Europe, S and operations across all brands and channels in the leadership team, which sets the company’s global di Seth joined the company in September 2012 to serv brands and a track record of success in large and sm including president of the swimwear group at Perry E of Hurley International at Nike Inc. Most recently, Se successfully evolved a t-shirt blank supplier into a gl Bloomingdales, Nordstrom, Macy’s, Dillard’s, Urban Fitness Corp. as the director of menswear for Speedo president of design and merchandising at Quicksilve

Customer Engagement Starts with E 09:50- Reveals “Health” of the Front Line 10:10 rkforce Engaged Workforce Tom Goodmanson, President and CEO, Calabrio rѴo‹;;v0-v;7 uoˆb7;|_;ub]_| According to a recent Gallup poll, employees wh s’ relationships, with a resulting 20% increase in sa |ooѴv|o-11olrѴbv_ customer inquiries and issues, they’re vital asset |;ѴѴb];m|Ѵ‹ |_;|-vhv|_-|bm1u;-v; higher attrition rates than other departments, an 7|u-bm 1†v|ol;u-m7;lrѴo‹;; reveal the findings of Calabrio’s latest research w the US and UK and highlights the challenges they ress those v-ঞv=-1ঞom|_uo†]_ customer experience is delivered and how to pre vĺ ;@ou|Ѵ;vv;m]-];l;m|ĺ Tom Goodmanson, President and CEO of Calabrio, h software and technology companies. Since assuming company and its culture around a strategy to expand customer experiences. Addressing the market need f bv1oˆ;u_o‰o†u Tom’s vision to redefine the standard for software ea fastest growing companies in the industry. Prior to h voѴ†ঞomv1-m_;Ѵr‹o† technology-based companies, including Gelco Inform ce increase customer loyalty and board seat at Virteva. Tom has a B.S. degree in Accou engagement, enhance revenue, 10:10- Leon Restaurants Leadership Interv -m70;‚;ul-m-];‹o†u 10:30 John Upton, Managing Director, Leon Restauran or;u-ঞom-Ѵ1ov|v-m7ubvhvĺ With extensive experience of multi-site consumer-fa senior leadership team at LEON, the fast growing na restaurants and looking for ways for LEON to accele Over the past 12 months, John has led significant gr like delivery and entering into new UK & internation bm7o†|lou;Ĺ Before LEON, John has enjoyed a broad-ranging car ‰‰‰ĺˆ;ubm|ĺ1olņ1†v|ol;uŊ;m]-];l;m| M&A lawyer in the late 1990s. Having joined McDo his career path completely so that he could get close operations as a crew member in a London Drive Thru senior leadership roles. These roles included managi accountability for £100m annual sales and 3,000 c John led the development and implementation of th support the role out of the new Experience of the Fu

10:30- Coffee & Networking Break 11:00 11:40- UNICEF Case Study: Transforming t Vicky Johnson, Head of Supporter Care & Carin ces 12:00 At UNICEF UK, we’ve read a lot of white papers, loads of case studies on how to get that all impor ENT TRANSFORMATION, PART ONE We’ve explored all the metrics, NPS, Customer S find how we can understand our customers bette through a new graduate programme to set a crea ocks – Creating a Leadership Movement to We developed and launched our Voice of the Cus ransformation brand, customer journeys and experiences…as w Citizenship, Barclays to changing the future for children all over the w customer and how they want to make a differenc ngaging, developing and inspiring our most junior but most reate great outcomes for customers and colleagues I have a strong belief that our customer success it is coming increasingly complex with customer demands that I work with. Working for the international child ple this with a different level of colleague support now impossible by empowering your front line teams and most organisations. #leadershiprocks is a concept which lean approach. By having a focus on the customer at e, it’s not about new technology, process or training it’s e best they can be Our supporters are at the centre of all we do at Unic ct centre environment, however Barclays now offer a understand and improve our engagement with them truly listening to customer interactions and how who operate over 5 different channels and our suppo ference in providing great service for customers – d and connected colleagues can create new ways of CUSTOMER AND EMP athy…with real business results perience working across industry sectors and disciplines including 12:00- Affinity Water Case Study: Automa rs, this broad commercial experience helps me to provide leadership Amanda Reynolds, Director of Customer Relatio my operational knowledge and attention to detail. I have been with 12:20 s from colleague transformation, to managing a £15M strategic site Hear how the value of automation and digital can Colleague Wellbeing and Citizenship. business value in participation and a service focu vative individual who is versatile and tireless in pursuit of solutions. I Outstanding track record of creating award winning s looking for ways to improve the colleague experience and the service return on investment. Extensive experience within th at every level, remaining authentic and committed throughout, this is 11 countries primarily for FTSE 100 companies. Foc to learn new skills, whether that is in a commercial or voluntary digital service. An enthusiastic people focused leade what has been important to me in my own personal development; I oluntary context through sport, school and creating opportunities for Previous experience Accenture Strategy, assignments incorporated: chan lead for global digital service or a global bank, Custo stomer Engagement Tech to Deliver Customer lead for a major UK bank separation including desig including a strategic review at a world-class investm and Improve Contact Centre Responsiveness g Manager, Financial Services, Express Gifts 12:20- Window or Aisle? Why we Should L ice to around 1.5 million customers each year through a 12:40 Claire Sporton, Vice President, Customer Exper he studio.co.uk and ace.co.uk websites. Shoppers may choose to vantage of a monthly credit programme. Its Operational Why would you want to be in the middle? It’s OK s, Dawn Roberts, will discuss how automated surveys, composed the middle can facilitate communication betwee a free-text box, has helped the retailer build up a huge wealth of gainst that brand promise. Dawn will also present on how Your organisation’s middle managers are in the m ement solutions in its collections processes, plus is trialling a perspective and enable positive change across th p make it easier for customers to make a payment, with a 90% Experience Management, Confirmit as she discu rsion rates amounting to a million pounds worth of revenue. change – starting in the middle.

Financial Services, at home shopping service leader Express Gifts. Claire has specialised in customer feedback for well o l services and retail sector running collections and recovery sector, and more recently supported a wide range of o h senior leadership roles in organisations such as Home Retail Group that not only drive improvement in customer experie ssionate about delivering deep customer satisfaction as well as ensure that Confirmit’s clients’ programmes help to b empowering individuals across the organisation to do 12:40- N Brown Group Case Study: First fo 13:00 Keith Milum, Head of Customer Services, N Brow A presentation looking at how putting customers company delivering enhanced experience and im N Brown have taken along their journey.

Experienced business leader in customer services, cu energy/utilities and not for profit sectors, with high l and operations, proactively driving change, exceedin wide spectrum of organisations. Focused on a custom coaching skills to deliver optimum performance. Exc relationships, engage all key stakeholders and transf Customer Experience; Business turnaround; Perform Acquisitions; Coaching, leadership and development Contractual and Union negotiation; Board level expe

13:00- Lunch & Networking Break 14:00 CX STRATEGIES FOR TH

14:00- easyJet Case Study: Putting the Cus 14:20 Sophie Dekkers, UK Country Director, easyJet The inception and evolution of easyJet, not just i has been achieved by putting the customer at the dialogue with our customers, and been brave eno model. Being a step-ahead in digital developmen

Sophie has led easyJet in the UK as UK Country Dire airline’s commercial success and strategic direction i has been with easyJet since 2007 in a variety of role Carolyn McCall joined to review the company strate the strategy. Following this she took on the role of He omer attracting more business passengers to easyJet. Sop moving on to be a Director at Cambridge Market Res easyJet’s Women’s Network, mentors a number of w more than they thought possible.

AI for Customer Engagement – Cha er 14:20- 14:40 John Connors, Senior Director, Digital Transform Join us for a presentation that covers: • What is Artificial Intelligence? • Sentient, Learning and Taught Systems / Wh • AI that works / eGain AI successful custome • AI Capabilities for Customer Service/Experi s Learn more at • Harnessing eGain across the Customer Serv confirmit.com John Connors runs the Digital Transformation team or call us at prospects, John helps his clients use digital technolog +44 020 3053 9333 strategy. With a degree in Physics and Computer Sci Research before moving to Bull Information Systems has had pretty much every job in the company – Dep © 2017 Confirmit. All rights reserved. now Senior Director of Digital Transformation. Other marks referenced herein are the property of their respective owners. dy: Living Longer, Living Better 16:10- SmartBill Case Study: Lessons Learn nd Services, Johnnie Johnson Housing 16:30 Nikhil Shah, CEO, SmartBill fit housing association dedicated to offering quality homes for A discussion of customer engagement lessons le cused on “Living Longer, Living Better”. They want to help their start up. ain their quality of life for as long as possible. JJH have been ars. In 2014 the organisation was hit with downgrades in both Whilst technology is an effective facilitator of a s ommunities Agency (HCA) which left the business on a cliff edge so far. We discuss the benefits, challenges and le strategy based on human interaction, enabled by nd Services will talk about coming back from the brink, Whilst these insights have been gained in a start e heart of service delivery, becoming the only UK housing business, especially those looking to launch disru grade and their plans to build over 500 new homes within the Nikhil Shah is CEO and co-founder of SmartBill, an i businesses to streamline their costs. It helps user to i ub, Asset Management and Repairs teams, providing strategic and including unwanted subscriptions, which cost the UK wering staff to deliver outstanding customer service and embrace Nikhil and his co-founders decided to launch SmartB hassle of shopping around for cheaper contracts on p UK government who recently made tackling the “sub an equity Investment Analyst and Portfolio Manage Knox D’Arcy, JP Morgan, & Bank of America Securiti activity, which was a top UK performer within 12 m cocktails and is a certified Scuba Diver. L CUSTOMER ACROSS THE ENTERPRISE THE FU cy of Things 16:30- Uber Case Study: The Future of Urb Erinn Collier, Head of UK, Uber for Business s agency and will be discussing how they are using pioneering 16:50 ers. SharpEnd founder Cam will be sharing creative processes, ng through case studies from the likes of Malibu Rum, Jameson Erinn will talk about how the world we live in is c Erinn can share how Uber is partnering with bus affordable, seamless and efficient transportation d networks) around new tech opportunities. Combined both areas to Erinn joined the Uber for Business team earlier this y novation partner focused on the ‘Internet of Things’. President for the Salesforce Marketing Cloud, manag such as GlaxoSmithKline, Philips, Unilever and Reck Media in 2012, having opened up Buddy Media’s EM accounts and agency relationships teams at Buddy M How to use Speech Analytics to Improve the likes of WPP, Omnicom, Publics and Sapient to bring

ce Erinn graduated with honours from Parsons School o and also holds an MBA with honours from Politecnic ark Insurance is using Speech Analytics insights from customer y. Through case studies you will hear how the technology can be digital customer journey that impede smooth digital 16:50- LUX* Maldives Resorts Case Study: dressed by technical solutions and adequate agent training. 17:10 Competitive Differentiator Hussain Afeef, Regional Director of Training, De role in the CX team in Topdanmark, the second largest insurance ’s VoC programme and is responsible for customer feedback, surveys • Striving to the be an employer of choice in th mer service, communication, processes and products. In 2014, an easy feat. With over 112 resorts & hotels eech analytics technology as part of a more data-based approach to service culture enabled them to climb 54 ran or the company’s speech analytics setup, which is used for TripAdvisor (over 212 registered hospitality d behaviour into improved customer satisfaction, business efficiency • How can you cultivate a company culture th niversity with an MA in Danish language and literature, and she also customer and steps to take in building a rob y, U.K. nd competitive service culture for maximum guest and ed Customer Experience Management framework which o beyond and consistently deliver outstanding service at perience, quality management, talent, performance management and the hospitality industry for over 15 years. He has lived and worked in e Middle East. Currently at the leading LUX* Resorts and Hotels, TOLL, his expertise spans across areas such as quality and change e engagement, employee marketing, and branding. He has spoken in donesia, Dubai, Hong Kong and United Kingdom, India, Sri Lanka, er/Trainer and Coach from the John Maxwell Team. In February 2016, t Leadership Award at the 3rd (2016) & 4th (2017) Global Training 16 awarded him the title of “100 most influential Global HR by one of the founder of World HRD Congress and World CSR Day, Dr. iness School Executive Education Program Class of March 2016. and Case Study: Getting Healthcare CI and use The Knowledge in The Field li University Hospital opment and implementation of their 5 level training program ur workshop about basic tools with hands on exercises, Lean 02 with more advanced topics. Then its Lean 03 which is specifically s, but the hospital has 60 coaches currently. Lean 03 is 6 days 04 is aimed for managers and is 3 full days over a semester and Creating joined up exp ntly being developed. The hospital has over 5000 employees ist therefore it’s crucial to train and develop the employees so the customer at the he nd got her first experience working with CI at Alcoa in the eastern We all know that designing the ‘pe th great leaders and learning from the alcoa business system coaches. she moved to Össur as CI&Safety manager for Össur HF, she an on-going task. But where do you visual management and daily huddles, strategy deployment etc. minn, an icelandic telecommunication company where she conflicting ideas? w she works as a project manager for the kaizen promotion office at eaches lean and leads improvement projects. Viktoría has also taught kjavík. > revolution vs evolution > people vs process change > technology vs outcomes esses. Originally a cosmetic scientist he moved into operations Our experts understand these chal rofessional in customer management strategy, operational delivery T, The Decisions Group, Sitel, CM Insight and Verint. He is a founding the right knowledge, tools and me on service strategies across channels (digital, voice and retail) and ract advice, analytics and recruitment – helping organisations to decisions and choRse the best app Non-Executive Director and advisory roles in organisations ranging oyee engagement tools. He is an Honorary Life Fellow of the IDM. He Visit us at stand 7 and join the deb management, and has had many thought leading papers published. tments, nationally and internationally, and has advised many UK ta, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do ut likes it better when he comes back!)

kcom.com A seasoned senior executive in Research, Insight and transformation to drive business growth. Over 20 ye PSOS Loyalty media and entertainment sectors, telecommunicati President for Global Research and Insight at BBC W

N UTILITIES AND FINANCIAL SERVICES INNOVATIVE AND DISRUP Execution in a High Growth Business ing, Metro Bank 12:00- The Digital Advantage – Disrupt Th p to 100 by 2020, over 2,800 colleagues and more than a million Brendan Dykes, Product Marketing Director, Gene ng British banking. In this presentation, we will discuss how the 12:20 nce by focusing on culture, while growing at an exponential rate. Digital disruption has created a tough dichotomy digital age, the brand must embrace the digital ec d manage regional store growth with a concentrated focus on outweigh the benefits. Solving the challenge of “d etail banking and developing talent. He joined Metro Bank from TD simply staying relevant, into revenue growth as d ice President of Retail Banking. Andrew began his retail banking art of the achievable and the art of the possible; a a drive thru cashier. Over a 23 year career with Commerce Bank, real-world examples of those critical success fac n a number of prominent roles culminating with expanding and success as a digital business. Topics will include: both existing and new markets. • Artificial intelligence and automation: how t not burning cash to get it right. • Virtual/augmented reality: just a fad or does Cognitive Knowledge is Enabling us to Have • Internet of everything: what does it mean fo come Emotionally Engaged with our Customers connected to the business? y Warehouse • Mobile, social, web, contact centre: solving t

Warehouse has transformed the relationship between its tomer Service, Charlie Ferris will describe how agents are able Brendan has over 25 years’ experience in customer s nd become emotionally engaged as a result of its cognitive consultant. Experienced in the selection, deploymen ess transformation journey which has resulted in a positive technology, he is skilled at understanding the users’ esults – and agent training times. uses this experience to write and speaks on a broad r e. Thirteen years ago, he started on the phones at Utility Warehouse fostered an award-winning customer service culture where 93% of 12:20- NS&I Case Study: Innovation Throu d. Charlie now spearheads a customer service call centre of 300. 12:40 Business Warehouse’s mission: to become the nation’s most trusted utility Sandra Schroeter, Product Marketing Manager, customer experience team from scratch four years ago to oduced pioneering new technology that improved results so much When designing customer experiences in the dig perience 2015 award. obvious. Companies like Amazon, Google, and Ub of guessing, they take a data-driven approach to measuring everything from new functionality, to ient: Infusion or Transfusion their decisions set them up for success. Join this Fidelity International rapidly turn brilliant ideas into experiences custo the client at the heart of their organisation with the objective of Sandra is Product Marketing Manager at Optimizely s this really mean, and how do you ensure that client voice organisations to leverage testing and personalisation on?In this session, Stella Creasey, Global Voice of the Client software and marketing, she bridges the gap betwee erience of what it takes to drive a truly transformational Voice delivers product messaging and marketing strategy. ed to periodic infusions of client insight rather than living and passionate about working the EMEA market. Prior to supporting enterprises to master digital transformat and the human mind. to discuss just a survey, it’s a client engagement tool Ben is an Associate Partner within the Atos Consulti ccess factors successfully delivering organization and digital enab allenges and hurdles large scale, multi-workstream, transformations acro insight in digital business models, operations and sup idelity’s global business bringing client insight to the Client to deliver a successful digital transformation. Ben’s r leading global Investment Management business with clients in the function on the Atos account of National Savings an ess space. 12:40- Disney Case Study: How Disney Uses C 13:00 Chris Humphrey, Associate Partner & Andy Wil Companies put a lot of effort into improving cust their investment. Too often the changes are not a organisations that increasingly think and act in s company like Disney has a global reputation for c methodology to ensure that its entire workforce We will show how an overarching Customer Valu hardwires customers into the heart of the organ the competition for customer experience.

Builds a customer value-led ecosystem in complex o conditions, exploiting hidden revenue opportunities customer value. Wide-ranging commercial expertise for differentiated strategies, and empirical problem s Henley Business School, conference speaker, and aut

I currently undertake management consulting engag a range of tactical and strategic projects relating to u regular speaker on the international conference circu inventing healthcare in a digital age, the centrality o and the centrality of customer experience in building

13:00- Lunch & Networking Break 14:00

EMPLOYEE REWARD

Heathrow Airport Case Study: The 14:00- Recognition Journey 14:20 Paula Stannett, Chief People Officer, Heathrow Heathrow’s vision is “To give passengers the best its four corporate priorities. Mojo is one of these Work’ by delivering a strategy focused on colleag engagement across the business through our rew reward story and how it has contributed to Heath

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

14:20- Employee Reward, Recognition & R 14:40 Kev Jefcoate, Director, Marketing Communicati • The value of employee rewards and benefits • Options with impact – balancing your benefi • Creating memorable moments Discover easy ways to balance and enhance your relevancy and universal appeal – all at little or no

With over 25 years in international sales and marke highly experienced marketer who is passionate abou may be king, but context is queen!). His current focu enterprise and SME clients, enabling them to acquire Value Of A Promise advocacy and contributed significantly to DLG’s Donor Experience design, propositions, new data sources, creative communications to our customers. m the charity sector and the value of making a promise. You will blueprint for improving the supporter experience. Recently and Satarupa heads up Product strategy and Developme anaged to get fundraising wrong. Sometimes spectacularly so. In 15+ years of varied experience across consultancy, p ther to co-create a solution and put things right. In the process marketing. his session brings you some of the best. With our once once-revolutionary ‘come direct’ prop websites, Direct Line needed to reposition itself with he Donor Experience and has held leadership roles in fundraising our direct relationship with customers and deliver in the power of social capital to bring about change – through action through how Direct Line Group has repositioned itse number of charities to bring supporters and their needs to the centre that would constantly add value in the lives of their ational, non-exec director (fundraising) for Goalball UK and was head years.

16:10- Let’s Not Neglect the Humans! 16:30 Carolyn Blunt, Managing Director, Ember Real R

The power of the machine to support the custom support every single touchpoint in your custome MENT ACROSS THE ENTERPRISE Liberating your Advisors to deal with more comp interesting!) and for your customers, but the skil difference. Whilst well programmed machines ca st and Make a Big Impact they still struggle to recognise emotions, respond xperience, Allianz Global Corporate & Specialty & de-escalate complex human emotions. You may a roker Management supporting them to leverage their unique human their jobs in the age of robotics then the best com ckly. So when Allianz Global Corporate & Specialty (AGCS) with their heart in their hand. In this session Caro t spans 22 countries and covers $7.6 billion in premiums in just important skills in your Advisors for the Digital A CS’ Michael Maicher and 2017 CXPA Impact Award winner organisational and cultural change within the world’s largest Carolyn Blunt is Managing Director of Ember Real R value back to the bottom line. consultancy Ember Group and that works with cont coaching and learning. For the past decade Carolyn butor insights into meaningful actions and bringing about opportunities to improve customer experience and s ience of employees and customers around the globe. Allison is solutions deliver lasting real results. Advocate clients mer Centricity” programme for Allianz Global Corporate and Insurance to name just a few. Carolyn is co-author (w many, Allison realised this globally aligned programme, from ideation Customer Service’ published by Wiley. As an industr s. In addition to her CX responsibilities, Allison is responsible for the UK Contact Centre Industry 2012-2014 by read innovation initiatives for the global broker channel across Allianz SE. trusted speaker for ‘Customer Contact Expo’, ‘The Fo ward in the category of Outstanding Practitioners for driving e & Speciality. ment in Allianz SE and Allianz Global Corporate & Specialty SE (AGCS), CUSTOMER ENGAGEM s responsible in managing the global broker relationships and supporting egies through the Global Broker channel. In addition, Michael is the 015. Prior to these appointments, Michael headed the P&C operations e & Marine Insurance Japan Co. and Country Manager of AGCS for 5 16:30- Amazon Case Study: Conversationa Executive Management Team of Allianz and AGCS in Asia-Pacific. 16:50 Max Amordeluso, Principal Evangelist, Amazon Advances in ML and AI have allowed for an entir vering Better, Smarter Communications about the future of voice based experiences and

Direct Line Group Max Amordeluso is Chief Evangelist for Amazon Alex to European developers, and demonstrate how they Line and how our customer communications have evolved over Max has held several technical leadership roles durin mers and built a long lasting relationship. This includes creation the teams that brought Alexa Skills Kit to United Kin rs and more innovative/engaging channels to talk to them Solutions Architects team for Amazon Web Services st value to them. This has improved our brand engagement, Computer Interaction, the Internet of Things and the udy: Deliver an Exceptional Customer cted Service nnected Home & Dave Thomson, Principal Solution Engineer – Everything you nee

Home, gives people more control over their homes and their y. The Hive brand boasts impressive Net Promoter Scores (NPS) mmended the brand to their friends or family. Join this session channel contact ce mers in a smarter, more personalised way on one customer sts while increasing customer satisfaction. Learn how Service ve edge. nected Home which brings the Hive brand to market. Neil is r technology that drives Hive marketing, sales, fulfilment, billing and livery of high profile CRM projects for News UK, General Motors and Voice E-M last 30 years – predominantly in the customer service space – and he contact centres in Europe, America, Africa and Asia. Dave spent 10 y pioneers such as First Direct, Direct Line Insurance, British Airways Web Chat Soc ere he worked on the full Unified Communications and Collaboration entres, knowledge management, web self-service, video- siness with Machine Learning rope, Google Cloud ew on how A.I. and Machine Learning are developed and used at it. nterprise customer case studies such as real-time auction,

eads Google Cloud for Central and Southern Europe. Previously, he unications Director at Microsoft. He also was successively Strategic nd Media segment in France and Europe. He started his career at crosystems (Oracle) and Sales Director for Telecom, Media and High h Orleans and N7 Toulouse. He entered EM Lyon, where he obtained of Management Advanced Executive Program in Chicago.

y

s n, loyalty/employee relationship management, engagement … call it

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

puzzel.comm | 0 Waitrose Case Study: Saving £3.5 M 11:40- Stuart Eames, Operational Improvement Manag ood Consulting 12:00 UK retailer Waitrose implemented an idea mana box and to better-engage Partners in driving the clear ROI multiple times over, and is gaining tract GEMENT IN RETAIL, PART ONE Lewis Partnership.

Stuart is a passionate and enthusiastic leader in pro nd Nudge your Customers a tier one British Grocer. Having spent 16 years runn onsumer Services, LEGO Group and poor processes lead to employee frustration, Stu delivered over £3.5m savings to date. Stuart launch good enough”, the LEGO Group aims to inspire and develop the grass roots. Recently recognised through the Employe learning. It is this ambition and the unique LEGO brand values and has presented on both the subject of engagemen p’s award-winning Customer Service. proach to customer engagement: you will hear about how they a playful and creative approach to customer personas and EVOLUTION OF VOC AN ms nudge customers towards ever more immersive LEGO

Virgin Holidays Case Study: Using t degrees and an exceptional track record in leading international 12:00- Kate Burgess, Head of Customer Experience, Vir siness transformation, growth, diverse groups of people, project 12:20 No matter your business, your customers now ha Virgin business, those standards only rise. So Kat periences that act as a brand differentiator and deepen the level of create and keep happy customers. In this insightf mising operations. communicate the latest thinking behind its radic technology.

A bi-lingual, tenacious, highly-motivated, dedicated Stories Come Alive – How Pizza Hut commercial and operations field within the travel/le edback Data To Map Out Their CX Journey utilising my superb communication skills, I have forg zza Hut & Matt Trickett, Customer Success Manager – a broad range of people including PLC Board membe With a proven track record in managing multi-millio operational results, and a valuable and highly transf heart of their decision making, but at Pizza Hut Restaurants, bring immediate and strategic value to any role I pos e boardroom. By bringing in various sources of data—including —the company knows exactly where to focus its efforts to t-leading growth in the UK. Join Cary Lawton, Guest Experience 12:20- Are You Sitting Comfortably? You S tt Trickett, Hospitality Director for InMoment EMEA, to hear 12:40 Tim Pritchard, Managing Director, Customer Ex back to improve existing processes, vet proposed concepts and ences – and unforgettable pizza – each and every day. The CX community is operating in an increasingly expectation; where improvement action is almos success are non-negotiable. nal dedicated to giving customers a voice in the organisations he o improve the customer journey and the bottom line. Cary moved Anyone sitting comfortably in CX needs to think rs ago and is responsible for Customer Services, Guest Insights and eviously at ADT Fire and Security launching and developing their Disruption is rife. No category is standing still. Ti eld similar operational roles at E-on and British Gas. He is Many CX professionals are at a crossroads. With a and optimising the most important touchpoints in the customer scrutiny from the C-suite has never been higher. of work Cary is a competitive bodybuilder. Is it any wonder CX execs are exhausted? We’ll be sharing some of the challenges we comm ment EMEA, advising and overseeing a large set of clients across both employing to ensure their organisations continu Customer Experience and sector trends. Prior to joining InMoment nt background, working for brands including Next, Hotel Chocolat, Helping brands to define, track and activate their Cu solutions and product advancement whilst optimising client success moments that matter most to customers, establishin bjectives. customer engagement and deliver optimal ROI. Our measurement (relationship surveys, real-time transa the dots between survey, behavioural, CRM, social a platforms (Medallia and Qualtrics) to capture and re from all industry sectors, building on research and pl PLAATTINUM SPONSORS

12:40- Northumbrian Water Case Study: C 13:00 Through Cultural Transformation James Muir, Transformation Development Mana

Delivering great service is at the heart of most o an organisation great, or not so great when it com Water has the vision of delivering unrivalled cust recognised there was a need to develop a transfo employees, from the exec team to the person ans in the road. True customer engagement involves insights, neuroscience tools and emotional intell 5 years in order nurture an environment of conti

With 15 years experience within the water industry a environment, James has focused his career on enhanc delivering great service and a belief that great results w to deliver and complete customer focus, he has been working w nalised, programmes designed to ensure employees and custo 13:00- Lunch & Networking Break experience 14:00 ustomers. INNOVATIVE AND DISRUP or attend our presentation on the Disruptive Technologies 14:00- Why You’re Doing Influencer Marke at 2:20pm. 2:20pm 14:20 Harry Hugo, Director, Goat Agency Everyone is beginning to latch on to the fact influ Speakk to our CX but there’s a lot of misconceptions and false idea Harry has been working on influencer marketing Conssultants at Europe’s largest influencer marketing agency an companies like Apple, KFC, British Airways and G staand 39. own a piece of.

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

Since Harry founded Goat, the company has grown f like Coca-Cola, ESPN, Budweiser and British Airway hnology enables organisations to deeliver better customer e, push notifications, Facebook Messsenger and more. 14:20- How The Latest Technology is Resp ives businesses centralised control ovver all channels of Lorna Crowley, Head of Marketing & Xavier Leg , results in improved operational efficciencies. 14:40 Technological advancements have changed the w customers. And with every advancement, comes access to information and new disruptors to the e of the world’’ss most successful companies: increase. Established players have done great th adapt, not in spite of their legacy systems, but by

This presentation will showcase the latest custom advancements & award-winning case studies to simultaneously transforming their customer exp theengagehub.com | www.engagehub.comh nging with her a strong understanding of global B2B marketing Virgin Media Case Study: Improving th hacking expertise. Prior to joining Engage Hub, Lorna has held 15:50- es, telecommunications, and SaaS/cloud computing industries. Most Innovation – How Can you Empowe up and Group Content Marketing Manager at Emarsys, a B2C 16:10 to Improve Customer Experience? rna is responsible for devising and implementing the global marketing Hannah Shepherd, Head of Retail Experience, V arket penetration within the enterprise landscape. • Empowering Staff: What are the best appro sales team? for Engage Hub to ensure it not only meets the needs of the market, • Improving Customer Experience: How does engagement solutions. Prior to joining Engage Hub, Xavier was • Increasing Digital Adoption Rates: How to d ti-national enterprises and major retailers across Europe. Holding an can’t put it down! h extensive commercial experience, Xavier is well equipped to consult age Hub’s expanding corporate customer base. Hannah has over 14 years experience working for V responsible for internal communications and custom business for pioneering the use of new and innovativ r Time/Money on (And How to Get People environment.

Technology Advisor 16:10- Eurostar Case Study: Mapping Cust ming in the next five years and discuss how to make strategic 16:30 Verbatim Comments u through an exercise to get you and senior “roadblockers” to Laure Noireau, Customer Insight Manager at Eu

• How to assess the experience you offer to yo rking at Mindshare (Media), Myspace (in-house) and Burson- • How to map your customer journeys from th echnology advisory (HERE/FORTH). Featured in BBC, FT, Guardian, verbatim comments? chnologies’ (Pub. Kogan Page/2017) and regular contributor to • How to choose the 4 or 5 touchpoints on wh • How to identify isolated best pratices that d • How to spot weak signals, that is to say your • All these questions will be answered during • Laure Noireau, Customer Insight Manager a

After eight years in a number of commercial roles at she has been responsible for Customer Insight withi ANSPORT, FINANCIAL SERVICES AND RETAIL has managed a vast array of strategic research proje loyalty and customer segmentation) involving both q carried over 150 million passengers across the Engli f the Largest Scandinavian Insurance improving their quality of service. mers Evolving Needs zel Created 12 years ago, KPAM is a survey institute spe employees journey mapping. That’s how we help com surance companies with over 3 million private and 320,000 mented what is seen to be the largest public cloud contact We deliver for brands such as Nespresso, Axa, Orang nging expectations of their customers. Currently, the project is ATS Euromaster and Eurostar in the UK. Alongside, w than 3,400 agents. This represents more than half of If’s 6,400 Previously, Laurent had followed a 15 years career w where he worked for brands such as Pepsi, Audi, Me s meeting the brief to respond to the evolving customer meeting customers in new communication channels, task nment and common best practice across different geographies. king in the telecoms and software industry. He offers perspective as ent but also as an end user when managing a 1,000 agent contact nteractions and is involved in a range of customer projects, from tal in creating solutions that meet customer demands. During his nology projects in different parts of Europe. Since 2010, Thomas has ting. He oversees the development of the Puzzel Product portfolio, nnel, contact centre solutions. Thomas is currently engaged in several rience and wealth of knowledge when presenting at conferences. www.wearekura.com ND PRIVACY INCLUDING GDPR the General Data Protection Regulation Enable

& Spencer more informed connections with their customers and colleagues. d on trust by the individual that the business will use their data seful framework for retailers to build the trust in how they use h an excellent track record of delivering Information Strategy and Combines strong leadership with solid interpersonal skills and a both the Business and IT domains to identify where information and perience includes delivery of complex global programmes, leading an Information strategy for a major retailer. We prp ovide award-winning

DPR Fake News Live people and contact centre ion technology solutions that nce enable our clients to prp ovide there is plenty of GDPR fiction. GDPR fake news is sweeping e fight against a modern evil putting the sword to some of the great service and grow their customer base. the UK with a concentration on compliance and technology. His on matters involving risk, compliance and technology across Europe. tries involving things like data breach, reputation and global privacy experts on GDPR. He wrote an alert on the new legislation on the leading technology businesses in making representations about the changes, an extension of the security breach reporting window.

& Spencer & Jonathan Armstrong, Partner, Cordery

ing al business strategist. Also an author and international keynote onsulting, I design masterclasses and transformational change lities. Current topics include omni-channel design, proactive, low and customer hubs. All themed around service innovation. Using ompetency. Even service organisations that consider themselves e barrier of internal silos and competing agendas. This remains a ess.

Speak to our team today to Call – +44 (0)330 0441 2722 Em

www.wearekura.com @wearekuraKurra (CS) Ltd Llaura has 11 years of experience within the financia guided professional. With an avid interest in occupational ps improve both internal employee engagement and ext communication specialists who are responsible for th Motability via an internal facing virtual agent (Ask M of AskMo which has enabled the company to “devalu PLOYEE ENGAGEMENT, PART ONE allowing each customer interaction to focus on emot ustomers Through myCEO FUTURE OF rgy to now making a positive difference every day for its staff, sing the Corona Energy journey. See how you too could improve 12:00- Are You a Customer Service Leader CEO at the centre of everything. 12:20 Arceeb Moughal, Director of Commercial, Kura New research from ContactBabel has revealed th holly owned subsidiary of Macquarie) since March 2008, alongside as a key driver for organisational change. In this s Group. He began his career with a ten year appointment at Shell performance was only “fair” or “poor” – does this nt and business development roles in both Shell’s gas and power organisations canmost improve customer satisfac Corona Energy. Corona Energy is the leading Independent B2B Energy resolution. So how can organisations achieve this dium enterprise customers in the UK (www.coronaenergy.co.uk). The a great service? And how can they ensure they’re 11,000 customers and 80,000 sites. Products cover Gas, Electricity, To answer these very questions, Kura and Inisoft ding Access, Renewables and White Labelling. Association (CCA), to conduct new research, put advisors that deliver the service. Join this discus implement the recommendations in your organis

Arceeb has 17 years experience in the Outsourcing i sectors. Arceeb believes in straightforward relations the potential of people to deliver outstanding results y and growth are built on high levels of customer loyalty. lief that sustained customer loyalty is founded on the Oonagh joined Inisoft as a software developer in 19 During this presentation, you will hear how two global brands – becoming head of the company in 2015. Oonagh be in employee experience and reaped the rewards of high levels of feature designed to solve real problems. Inisoft’s age insights into what you could do to take your customer advisor which allows them to concentrate on the cus eople to deliver iconic service. te of Personnel and Development (CIPD), a Neuro-Linguistic Magic of Monday. He has spent most of his career enabling 12:20- BT Case Study: BT’s Customer First tsche Post DHL, Tesco and Transport for London, improve 12:40 Abby Thomas, Director of Transformation and C ing their employees, ensuring the culture of the organisation is rector at NKD, Obi leads various teams in designing and In 2013 BT embarked on a multi-year programm ng and engagement solutions for global clients. particularly in service. BT have moved from a fra sites with limited self-service, to a simpler, more ‘channel of choice’. This transformation has delive Values & Behaviours Vs. Process & Memory: he Basics Right As Director of Transformation I am responsible for de products (spanning BT’s online, contact centre and re anager, Motability Operations embedding change programmes for the benefit of our digital transformation (including app development) a gy within a business is treated like a project – something with a Motability’s case study demonstrates how rigorous ent is actually a never ending marathon – which commences knowledge around them. The Digital Opportunity for Contac employee engagement and customer satisfaction, by removing 12:40- that Drive Success actions and utilising emotional intelligence with the use of an 13:00 Katie Waldeck, Customer Experience Director, s award winning employee facing virtual agent. Engage Award finalists, and service communicat channels — such as web chat, social media, SMS a need to do to communicate with their customers the UK’s best-known companies you’ll learn: • What the service communications challenge support channels across sectors from Retail • The 5 service communication habits — what your customer service. • What the results have been — Research and Valley Water as well as other companies, sho sales opportunities.

Katie’s responsible for helping leading brands — incl increase sales by improving their service communica forward-thinking organisations to create brilliant cu Katie leads an interdisciplinary team whose expertis consumer research, quality assurance / governance, loves languages as well as travel. And, having trained of customers when it comes to service experiences.

13:00- Lunch & Networking Break 14:00

CUSTOMER ENGAGEME

14:00- Perceived Customer Value: The New 14:20 Professor Moira Clark, Director, Henley Busines This presentation will cover:

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

Moira Clark is Professor of Strategic Marketing at He Director of The Henley Centre for Customer Manage international companies. Her major area of research Customer Retention and Internal Marketing. She ha retention and loyalty and the critical linkages betwe researched and published widely on the subject of R Publications include for example, the Academy of M the Journal of Relationship Marketing. She is also co Winning and Keeping Customers and Relationship M ustomer engagement Success through Service Excellence’ examines the cru ing you proactive, 14:20- Crack the Code: Upgrade Your Cust conversations with your 14:40 Sally Earnshaw, Managing Director, Blue Sky Pe If you want to drive customer experience in your of the business. Research shows; Leaders need to good looks like and encourage it to show up ever different for the new economy. The conclusion is and without the right tone, climate, and behaviou

Sally has over 25 years’ experience at a senior level b customer service and sales results. Her passion for u development, where her enthusiasm and drive has le mission to make the world just a little more human a 60 www.voicesage.com and published her first book called: Crack the Code: ankind 15:50- right way every time can feel a little like trying to Media of everything – revolution and evolution? Proces 16:10 robotics and multichannel, play a part in that? on focusing on the key ingredients for a successful transformation. on shares valuable insights from a variety of organisations, Darryl is customer contact professional who has ma h major transformation, reviews what’s needed to make your across multiple channels. Having helped many well- why being humankind is essential. “Strategy and technology experiences for customers, he recently took the lead lts” of Digital Acceleration for KCOM, Darryl is on a pers ewspapers, overseeing all customer operations for the leading UK Customer Officer for worldremit.com and illumina.com, Customer 16:10- Bupa Case Study: Getting the Exper ant in private and public sector, and Customer Service Director at 16:30 Sean Risebrow, Director of Customer Experienc lises in transformation within disruptive markets, driving revenue, is driven by the fact that businesses want profit and people want Bupa UK has over 32,000 employees supporting es to thrive it’s vital that organisations adapt to humankind, finding needs. Our purpose is helping people live longer o with care, empathy and authenticity. Suzi is a non-executive deliver consistently the Brand promise without a m that promotes digital skills for inclusion and employability. She you have one how can you ensure all your colleag DMGT for her work in helping the founders, Pauline & Carol, establish Using immersion and research to understand the in London and Carnoustie. She also loves kayaking, off-roading, define the target experience, and onto planning t a practical step by step guide to “getting the expe

As Director of Customer Experience Sean led the tra in 2007 until its acquisition by Liberty Global in 201 by analysts as a key element in the $5 to $53 increa changed from bottom quartile to industry lead. Sean N OF CX SERVICE DESIGN organisation through the four recognised stages to C Delight. Sean worked for Fidelity Worldwide Investm programme. In January of 2015 Sean joined NewsU where he was responsible for the Customer Experien e Omnipresent Experience joined BUPA as their Director of Customer Experienc Samsung Anna is an established marketing professional with o n almost infinite number of ways with which to interact with trade, pharmacy, and most recently within health ca very single one of them. In order to deliver the best possible marketing activity across the 300 Bupa care homes. ter understand our customers, the things that affect them and be Insurance business and over time this responsibility be. We also recognise that we need to support our customers her passion for marketing, she found she really want s a multitude of categories and very often, in fast-paced for a new challenge arose she grabbed it with both h We must ensure we are present and active on the right channels, team within Bupa. This role really lends itself to her of resources to underpin best in class customer experience. Come their potential and deliver outstanding results for an ont of understanding many of these challenges, in helping to volving world of the omnipresent experience. eorge has spent the better part of the last decade managing, leading, CX STRATEGIES FOR TH mer (VOC) programs. With over 26 years’ experience in market n now spends his career with Samsung, uncovering those hidden ment in Samsung’s overall customer delivery. He has a passion for Rail Delivery Group Case Study: All Ch (CX), while identifying opportunities across Samsung’s multitude of 16:30- Alastair Page, Senior Service Delivery Manager, s on mobile devices. 16:50 Content Guru Rail Delivery Group’s Alastair Page and Content evolution? class customer engagement. They will describe t KCOM communications estate for the Rail Delivery Gro powerful real-time and historical Management In n new experiences with a blank sheet of paper – assuming that ability to deal with large spikes in enquiry volume overnight. However, in reality we know that this is not always they think are going to go full steam ahead, and w ritage, legacy infrastructure and hard baked ways of working. feel like trying to turn a huge tanker around, a big undertaking Alastair Page is part of the Customer Experience dire crements, i.e. as an evolution. But does this slow pace of change website, associated Apps and B2b services, ensuring oid change altogether? Does it mean they focus solely on people management, Stakeholder Relationship Managemen n truth, trying to create people who treat your customers the customer Journey. ood Technologies Group, comprising specialised communications nologies, and multi-channel cloud communications provider Content roup has operating companies or facilities in the USA, Netherlands, rvicing household-name customers spanning utilities, travel, financial y recognition includes the 2017 IT Europa Award for ‘Best Vertical Use of Cloud Services’, and the Queen’s Award for Enterprise: ss in the UK. Since co-founding Redwood Technologies with his t the forefront of innovation in communications technology. His role heading the Group’s public sector practice.

ustomer Engagement Through Complete

Satmetrix customers is a good thing, but watch out: An inadequate view s to reveal a useful view of the customer journey, and then hat drives powerful customer engagement. Find out how the virtuous cycle of insight and growth, and how to avoid stumbling

Satmetrix, based in our London office. He has 12 years of experience gram consultant, account manager and sales director, into his current build out and refine successful customer experience programs – older engagement. He holds a bachelor’s degree in politics from the ngaging with Millennials , Raleigh International s population. They therefore represent a significant or as consumers. James Sutton, Head of Corporate Partnerships aleigh International, explores the role of corporate social ring insights from the field, case studies, and his own research, er is the right time to be using CSR to turn the heads of this

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

Board Director with full accountability for the People proposition executive team, working tirelessly to ensure that the People strategy ountable for the overall HR/ People proposition, including Learning thin a fast paced, customer service, commercially driven business. A mplementation of a People strategy to deliver the corporate Warehousing and Logisitcs and specialist Head Office functions; handise, Finance, Customer Experience, Property, Field Service, senter/ speaker of HR/People Strategies, Talent Acquisition and The Importance of CX Governance

Derek Eccleston CX Consultant, Expert Services, MaritzCX JOIN THE GROUP AND DISCUSS.. In an agile, realtime world, how do we balance the need

Where does CX responsibility now reside?

How do we empower the front line to take the initiative

What frameworks are there to ensure appropriate CX G

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

These focus groups will be held at:

SESSION ONE 11.00 - 12.00 SESSION TWO 14.00 - 15.00

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

POWERED BY What is The Evolv Social in The Futu Customer Experie

Imi De Daranyi Charlotte Kubler Head of Strategic Accounts EMEA Marketing Manager Lithium Lithium JOIN THE GROUP AND DISCUSS.. Social has fundamentally changed businesses and p relationship. Brands know they need to be actively a aren’t sure if their social marketing efforts are payin

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

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

These focus groups will be held at:

SESSION ONE 11.00 - 12.00 SESSION TWO 14.00 - 15.00 If you haven’t already booked your place, you can do so us please contact an EBM member of staff or arrive in plenty on a first come first serve basis and we advise you to book

POWERED BY stomer engagement software company that provides analytic Engage Hub’s c lyze growth through customer service contact centers. organisations t ® is a unified suite—including call recording, quality web, email, voic workforce management and voice-of-the-customer customer servic records, captures and analyzes customer engagement center control over all improve the customer experience and drive top-line business results in impro ite can be deployed in the cloud, on-premises or via hybrid. brio.com W: www.thee

les organisations to develop and implement Voice of the Genesys® pow ployee Engagement and Market Research programmes that experiences ea and drive business change. Confirmit’s clients create multi- do and passiona lingual feedback and research programmes that engage business outco power employees, deliver a compelling respondent trust the indust d provide high Return on Investment. seamless omnic With a strong t tomer engagement model provides the power to listen to the first, Genesys is stomer, integrate it with financial, operational and free-form leader in both c nerate powerful insight, and take action that will deliver ess change and create competitive advantage. Contact: Neil T T: 07919 173 3053 9333 T: +44 (0)203 firmit.com E: neil.titcom W: www.gene

r engagement solutions make digital transformation easy for Based on a unified omnichannel platform for AI knowledge- mer engagement, our top-rated cloud applications for web, Grass Roots is t nd contact centers help deliver connected customer journeys benefits for you oints, while enabling the business to optimize those journeys all sizes, includi nter performance. solutions (many customers, grow @egain.com help companies n.com benefits and inn behaviours and performance, m Get in touch an ness services group helping organisations to become market- E: inspiration usiness-ready for the future. We provide specialist W: www.grass onsultancy, training and analytics, executive search and T: 01442 829 d outsourcing contracting services, and address the customer trategies, technical and operational capabilities that will help r priorities for change. With an unashamedly commercial o drive down costs, identify hidden risks and support the elivery so that you can transform confidently, innovatively and InMoment™ is a secure your future through better customer engagement. platform that h business decisio n Foot customers. Thr 71 9797 Customer (VoC 8709 solutions, as we [email protected] brands in 95 co erservices.com W: www.inmo A Blackhawk Network Business

KCOM is an “exper We help enterprise architect their IT an experiences for the delivery and service NE the promise of digit organisations trans T* customer-centric, a Contact: Ellie Corn E: Ellie.cornick@ W: www.kcom.co

Puzzel builds on 20 cloud-based contac and mobile paymen platform to meet th Puzzel can be adap using any device, in seamlessly. Headqu who are all passion solutions for contac For more informati Oda Mo – Marketin T: +47 91 37 46 2 AKE IT E: oda.mo@puzze

Kantar is home to s NSATIONAL brands. Individually Kantar Media, Kant are famous and hig RE • ENGAGE • REWARD offer the most com watch and tweet – our clients, Kantar , stimulating, money-saving, the wider WPP gro y-making, people-pleasing, W: www.kantar.co s-growing rewards + incentives

We’re a market lead software solutions our philosophy is “t recognised across a software division, I real people to solve provides full Omni- their channel of cho SME to Multination Contact: Michelle J T: 0141 272 1105 E: Michelle.Jones W: www.grassrootsgroup.com W: www.inisoft.co E: [email protected] T: 01442 829450 t employee engagement is as vital to company performance Salesforce enab tomer engagement. Over the last 12 years our solutions have way, leveraging erformance of close to 1 million people across 220 countries. and IoT techno n helping you identify and solve your unique people Salesforce sets r success is built on delivering practical and engaging people engagement, an make a difference to the bottom line. Our solutions work community, ana re grounded in rigorous science using proven methodologies. businesses of e p them up with an engaging communications story that T: 0800 0921 our change and ensures the results we deliver really stick. W: www.sales Kalsi, Business Development Director co.uk 68 045 609 3 4700 230 We believe the Transversal is t changing the w to transform th he world’s leading experimentation platform, enabling eliver continuous experimentation and personalisation Transversal’s pr s, mobile apps and connected devices. Optimizely enables make a differen xperiment deeply into their technology stack and broadly every interactio re customer experience. The platform’s ease of use and speed ensures you are empower organisations to create and run bold experiments customer servi make data-driven decisions and grow faster. T: +44 1223 4 mizely.com W: www.trans

x is the leading global provider of customer experience Verint® (NASD oftware for companies who know that customer experience Intelligence®so Our software delivers powerful, cost-effective customer security intellig nagement in a complete, always-on SaaS solution. The world’s 10,000 organis thinking companies choose NICE Satmetrix, the co-creators solutions to ma moter Score®, to help them build and manage customer grams that deliver bottom-line results. We are a part of NICE E: info.emea@ , whose cloud and on-premises enterprise software solutions T: 01932 839 ons of all sizes deliver better customer service, ensure W: www.verin mbat fraud, and safeguard citizens. rd Burns [email protected] VoiceSage deliv companies stre activities. Blue Group), Capital apidly growing software-as-a-service company and the leader customers rely management. Trusted by more than 1,200 brands across collections, del ualtrics Experience Management platform makes it easy for and other high- o measure, prioritise and optimise their customer experience. Messaging. Voi , Qualtrics’ predictive intelligence engine automatically plus interaction nsights and predicts the key drivers of customer experience, of the UK popu ns can focus on improvements that will have the biggest received a Voic r business. Visit www.qualtrics.com to see how it works and trial account. T: +44(0) 121 E: info@voice 083310 W: www.voice altrics.com trics.com/uk/ Established in 2004, Academie du Service is a consulting and training firm offering services in France, in the UK, and more than 25 other countries. All members of our team are driven by a passion for service-led professions, inspired by a vocation to share their expertise. To educate their clients in the service culture, they put people at the centre of their methods and apply the principle of consideration symmetry© (Symétrie des Attentions): the quality of the relationship between a firm and its customers is equal to the quality of the relationship between the firm and its employees.

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

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

Blue Sky are experts in behaviour change to deliver improved business outcomes.

Typically, you’ll engage with Blue Sky: If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition. If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales. If you’re looking to create a culture where people want to show up, are motivated and can deliver great customer outcomes. We create experiences that engage hearts and minds and that persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation and have rigidly tracked and measured the return on investment for every single client programme, so we can now categorically say, we will deliver an average ROI of around 300% plus.

T: 01483 739 400 W: www.blue-sky.co.uk Lithium delivers brilliant dig Platform enables brands to c digital moment. With the Lit the right content to the righ value. More than 400 global personally engage more cus

To find out how Lithium can power of social and commun

Contact: Richard Wright, EM E: Richard.wright@lithium T: 07825 689 187 T: +44 203-695-8750

We are the world’s full-servi provide businesses the strat feedback into a competitive

W: www.maritzcx.com

CUSTOMER ROBOTICS AND AI

29 NOVEMBER 2017 BLUE FIN VENUE I LONDON

ROBOTICS & ARTIFICIAL INTELLIGENCE WILL TRAN CUSTOMER ENGAGEMENT

Sponsored by Ticket h Accelerator Solutions are Cust positive business results throu of solutions focused on Trainin

Our Training and Developmen make the service difference. O of service-focused training sol leaders delivering service thro objectivity to the process of fin customers. We’re friendly, flex direct and lasting impact. We h promises.

T: 0845 260 6886 d Winners in E: info@acceleratorsolution Engagement roach to people development. Based on Cirrus is an award-winning pro (CCaaS) and IPT telephony, wit deliver business outcomes and VW´SJHIPMZIVMRKPIEHIVWLMTQEREKIQIRX best in class voice, SMS, webch Cirrus operates on a true real- IGYWXSQIVIRKEKIQIRX[IHIPMZIVER resilience and security. Cirrus’ 3-SJ  call centres and informs busine customer experiences. Cirrus’ customers benefit from the ab (including homeworkers), leve d like you to know about us… customer to name a few benefi Cirrus has a broad range of exp Clients include Virgin Trains, N ...and win Palace and Economy Energy. ;IKIX Peter Ashbridge; Business Dev results awards E: Peter.Ashbridge@cirrusr T: 0330-022-6063 Nick Nind; Sales Director E: Nick.Nind@cirrusrespon T: 0330-022-6365

Eptica is a leading European te customer experience. Eptica p by AI. Founded 16 years ago by the key link in the value chain, and across their business. Globally, more than 450 organ digital channels, including self customer engagement? enable millions of individuals t daily lives for everyone. e to help. Neil Titcomb, Regional Sales D T: +44 (0)1182 070659 n 01483 739400 E: [email protected] [email protected] e-sky.co.uk telligence platform. Providing transformational business tools Netcall helps you to engage e ery conversation with prospects and customers, and drive more software applications to sup nd streamline operations. Available in over 75 countries, customer engagement (CX) p you to measure which marketing channels generate calls giving seamless customer experien very touch point of your customer’s journey. view of each customer. anced Universal Analytics integration available, Infinity will Transform customer engagem oogle Analytics as well as custom dimensions about the call, operating costs and achieve t ng or your own custom dimensions passed through from your anywhere. Join 700 organisa w what a caller is interested in when you answer the phone, the Contact: Louise Wright makes this possible by providing real time information about T: 0330 333 6100 and say E: [email protected] m

Network Research is a full se ations to deliver effortless customer self-service and agent experience. For over 30 years plementing cutting-edge mobile, smart device, and web based relationships with their custo ed agent desktops, and business process optimization tools. stages of the customer journe m an improved customer experience at every touch point with communications through to s digitally on the website or mobile device, at the contact center, visualisation and technology Jacada deployments provide complete return on investment compelling ways to communi en months after deployment. Founded in 1990, Jacada es in Atlanta, USA; London, England; Munich, Germany; and Contact Richard Gaze T: 20 7680 5100 E: r_gaze@networkresearc ble at www.Jacada.com

Oplift is an award winning em OM Global, delivers software solutions which quickly, easily customer experience. We giv rm the way companies communicate and engage with their customer service possible an and manageable. The Oplift p Learn and Bespoke. They can transformation is best suited om paper to digital Virgin Media stores across th onalised communications -channel customer service Contact: y hello, and visit our website to find out more. Ed Moore e: [email protected] t: 01273 778289 !?#*@!

businesses communicate is changing so choosing the right ns partner is more important than ever. Sending 1000 of our customers every minute, we’re experts in delivering 89% 95 unications across a range of industries. From physical, printed ur specialists provide innovative, timely and flexible solutions of consummers have stopped of consumers t uding personal interactive content via text, video and voice doing business with a d critical documents. We understand cost pressures and service customer servi company after experiencing 001 certified. with othe poor cuustomer service please contact Mark Hetem, our Sales Director ? st.co.uk

nications make it easy for you to reach your customers with the ime – whether you need to send a single local leaflet campaign 69% 45 ni-channel, global communication platform. of organa isations don’t the need arrives for you to communicate quickly with your recognize and reward of customers c is delivering on time, accurately and to a high quality. employees for improving having a rece munication Service offers an end to end solution, incorporating the custtomer experience customer e winning print services to ensure you meet regulatory n the best interests of your customers. .com YOOU CAC ANAN xperience Toolkit TTHESSEE T ything you need to create, deliver and analyse your Voice of the ether you're measuring NPS, Effort or CSAT our surveys will your customers’ experience and identify where and how you can If you have a customer engagement ch k, esure, Zurich, Financial Ombudsman and Heathrow Airport all an awardd winningii CX aggency, call us y to give their brands an edge at the point where it matters most your brand and your customer. Whether your goal is improving Workshop could help to process bottlenecks, re-engaging with disgruntled customers or erviceTick will give you the tools you need. exxperience tra ick

MAKING THE WORL

Email: [email protected] | nkd.c E’RE’RE CREATINNG NEW PATHS CCUSTOMEE

Learn how you canc blaze a trail to happy customers and agents on the woorld’s #1 customer service platfoorm. VISIT THE SALESFORCE www.servicecloud.com STAND 12