EVENT GUIDE CUSTOMER ENGAGEMENT SUMMIT 2015 THURSDAY, 26 NOVEMBER 2015 VICTORIA PARK PLAZA, LONDON How Artificial Intelligence, the Internet of Things, Robotics and Automation will change the way we work and engage with our colleagues and customers customerengagementsummit.com @EngageCustomer @EngageEmployee #EngageSummits engagecustomer.com GOLD: PLATINUM: SILVER: CUSTOMER ENGAGEMENT COMMUNICATIONS COLLABORATION Deploy in the cloud or on premise WELCOME A very warm welcome to the fourth Customer Engagement Summit, the biggest event of its kind in Europe, and the only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer experience and retention, employee engagement, business performance and profitability The Summit this year draws on the success of our first three networking opportunities, and of course a splash of entertainment Summits and is bigger and better than ever, with more streams, to end the day. more speakers, more thought leadership, more case studies and more opportunities for high level yet informal networking. This year’s Summit will highlight the sheer pace of change in a world where technology is driving rapid changes in customer and Our world class programme includes case studies featuring more employee behaviour and where organisations are having to than 30 organisations such as British Airways, Jaguar Land Rover, transform themselves in order achieve sustainable success in this Travelodge, Google, Amazon, Facebook, NHS, Mars, Virgin Media, Brave New World of engagement. AMEX, Barclays, News UK, Virgin Atlantic, Unilever, HSBC, Royal Yacht Britannia, Nationwide, Three, McDonald’s, Tesco, Lloyds, The backcloth to today’s Summit is a growing recognition at board The 02, Yahoo, John Lewis Partnership and many more. level that our people and our customer relationships are the most critical areas for future business success. There is also increasing New for 2015 is a third conference stream, thought leadership awareness that the old silo mentality is no longer fit for purpose as book launches, and an enhanced roundtable programme that will organisations need to communicate and co-operate across dig deep into the challenges and opportunities in the fast changing departments as they strive to keep up with the expectations and worlds of employee and customer engagement and experience. demands of their customers and people. These new elements are all designed to add further dimensions to the Summit and to enhance our offering to delegates and The chief aim of this Summit is for our army of delegates to go back sponsors alike. to their organisations armed with all the tools, strategies and techniques they need to deliver successful customer and employee The Customer Engagement Summit has gained a reputation for engagement strategies over the long term to create and maintain delivering world class content over the past few years and once sustainable competitive advantage. Have a great day. again, as you can see, we have a mouth-watering roster of case study presentations for delegates to enjoy alongside economic Steve Hurst, Editorial Director analysis, latest consumer research, high level panel debates, great Engage Customer Steve Hurst - Editorial Director Fiona Forbes - Event Organiser CONTENTS [email protected] • T: 01932 506 304 fi[email protected] 4 Floor Plan Nick Rust - Sales Director Dan Keen - Delegate Sales [email protected] • T: 01932 506 301 [email protected] • T: 01932 506 306 5 Agenda Summary Chris Wood - Managing Director James Hitchinson - Delegate Sales 6-19 Agenda [email protected] • T: 01932 506 303 [email protected] • T: 01932 506 305 21-25 Roundtables Katie Donaldson - Marketing Executive Claire O’Brien - Sponsorship Sales 26-36 Sponsors [email protected] • T: 01932 506 302 [email protected] • T: 01932 506 308 38-40 Exhibitors 42-44 Partners customerengagementsummit.com 44 Book Promotions @EngageCustomer #EngageSummits engagecustomer.com 46 Volume 48 Customer Engagement Summit is organised by Engage Business Media Ltd 49 The Choir With No Name Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more. 50 Pepper Robot Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460 CUSTOMER ENGAGEMENT SUMMIT 2015 3 LOWER LEVEL 1 FLOOR PLAN 9 Stage 10 Sponsors Catering Station 8 Swarmworks 1 11 Ember Services 2 eDigital Research 3 7 6 Sabio 4 Confirmit 5 12 5 InMoment 6 Clicktools 7 HALL 1 HALL 2 Nunwood 8 13 Grassroots 9 4 Interactive Intelligence 10 Zendesk 11 3 14 Xceed CC 12 Dimension Data 13 Creative Virtual 14 2 Partners 1 15 CCMA 16 Entrance Entrance C3 17 The Forum 18 Peer Awards Lower Level 2 Catering Registration Professional Help Business Lifts Desk Centre Outsourcing Resources Lower Level 2 ABP Lower Level 2 16 17 18 IDM Lower Level 2 Cloakroom Stairs to Book Promotions Reception To Lift and Hall 3 Exhibitors Rewire Lower Level 2 My Steam Engine Pitney Bowes is Broken Lower Level 2 Eptica Procter Bosch Communications iAdvize Sugar CRM LOWER LEVEL 2 Equiniti MaritzCX IDM Exhibitors and Numero To Lifts Catering Roundtables Lobby Merchants Stairs to ROUNDTABLES HALL 3 Sabio Reception Dimension Data Cyara Solutions iAdvize Cisco Equiniti MaritzCX 4 CUSTOMER ENGAGEMENT SUMMIT 2015 PLENARY, HALL 1 & 2 AGENDA SUMMARY 09:00 CHAIRMAN’S WELCOME AND OPENING REMARKS 09:45 PLENARY CUSTOMER ENGAGEMENT OVERVIEW: A 20:20 vision for CX Mike Havard, Ember Services Mark Hillary, Carnaby Content, 09:15 PLENARY KEYNOTE: Rise of the machines: Artificial Intelligence, the Internet 10:15 PLENARY CASE STUDY: JOHN LEWIS PARTNERSHIP of Things, Robotics and you What drives the service ethos at the John Lewis Partnership? Is this the business Spencer Kelly, Social Media and the Internet model for the brave new customer world? Patrick Lewis, John Lewis Partnership 10:45 COFFEE 11:15 HALL 1 CHAIR: MIKE HAVARD, DIRECTOR, 11:15 HALL 2 CHAIR: MARTIN HILL-WILSON, 11:15 HALL 3 CHAIR: ANN-MARIE STAGG, EMBER SERVICES FOUNDER, BRAINFOOD CONSULTING CHIEF EXECUTIVE, CCMA VOICE OF THE CUSTOMER, PART ONE FINANCIAL SERVICES, PART ONE RETAIL, PART ONE 11:20 BRITISH AIRWAYS CASE STUDY: 11:20 HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS 11:20 McDONALD’S CASE STUDY: Using customer voice to drive strategic IN THE FINANCIAL SECTOR Transforming people practices for a workforce decision making Miguel Ramos, Confirmit of 100,000 to meet new customer offering Debra Walmsley, British Airways and Janet Lenz, McDonald’s Restaurants David Conway, KPMG Nunwood 11:40 LLOYDS BANKING GROUP CASE STUDY: 11:40 THREE CASE STUDY Customer experience - The root of all complaints 11:40 UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE Business transformation achieved by listening Russ Powles, Lloyds Banking Group Colin Shaw, Beyond Philosophy to the customer Stuart Douglas, Three, Jessica Mustoo, Three 12:00 TRAVELODGE CASE STUDY: 12:00 BARCLAYS CASE STUDY: Digital eagles – Customer experience as a competitive advantage Engaging employees to drive customer- 12:00 JUST LISTEN: Jon Hendry Pickup, Travelodge and centricity into the DNA of the organisation Utilising customer stories to create the best Andrew Archibald, Travelodge Dave Shepherd, Barclays UK Retail Bank experiences at every touchpoint Sue Hedaux, Inmoment FUTURE OF WORK & EMPLOYEE ENGAGEMENT DIGITAL CUSTOMER, PART 1 CUSTOMER ENGAGEMENT TRANSFORMATION 12:20 SURREY & SUSSEX COUNTY COUNCIL CASE STUDY: 12:30 VIRTUALISING YOUR SALES FORCE 12:30 NEWSUK CASE STUDY: Delivering customer satisfaction and staff – A NATIONWIDE CASE STUDY Winning the loyalty of employees, so you can engagement through innovation at no cost Simon Blissett and Brian Atkinson, Cisco win the loyalty of customers Simon Pollock, Surrey and East Sussex Sean Risebrow, NewsUK County Councils 12:50 WATCHFINDER CASE STUDY: 12:40 MY STEAM ENGINE IS BROKEN: 12:50 VIRGIN MEDIA AND EDIGITAL CASE STUDY: The end of command and control Building a brand in the digital age Lloyd Amsdon, Watchfinder The power of text; using smart technology to Jonathan Gifford and Dr Mark Powell listen, interpret and delight your customers 13:00 SWARMWORKS INTERVIEW: Anna Ritchie, Edigital Research and The power of active involvement in meetings Chris Beeson, Virgin Media and events 13:10 Q&A Héctor Venegas and Karin Krogh, Progreso Aps 13:10 Q&A 13:20 LUNCH 13:40 NEW BOOK LAUNCH: Rewire – The future for diversity and engagement Chris Yates, Caterpillar Inc and Pooja Sachdev - HALL 1 EMPLOYEE AND CUSTOMER ENGAGEMENT OMNICHANNEL EVOLUTION OF CONTACT CENTRES 14:20 CREATING FUSION… 14:20 EMBRACING THE MILLENNIAL CHALLENGE: 14:20 THE CUSTOMER EXPERIENCE – CAN OUR CONTACT Adopting a joined-up approach to customer The convergence of customer engagement, CENTRES DELIVER? Findings from the 2015 and employee engagement is easier than you communications and collaboration global contact centre benchmarking report might think… Martina Knappe, Interactive Intelligence Paul Scott, Dimension Data Jamie Thorpe and Francis Goss, Grass Roots 14:40 YAHOO CASE STUDY: Smartphone dominance 14:40 THE FUTURE FOR CUSTOMER TECHNOLOGY: 14:40 NHS CASE STUDY: A healthy engagement Patrick Hourihan, Yahoo Insights from Amazon, Facebook and Google Mike Gibney, NHS Foundation Trust Stuart Dorman, Sabio Ltd 15:00 OMNICHANNEL IN FINANCIAL SERVICES 15:00 MARS CHOCOLATE CASE STUDY: 15:00 IN CONVERSATION WITH: – A PENSIONS ADMINISTRATION CASE STUDY