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

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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 Employee engagement: The critical ingredient Rod Jones, Contact Centre Consulting, Jonathan Mindell, Former director at JLT to win in today’s market Peter Ryan, Ovum and Ian Naylor, Virgin and Mercer Hugh Jaques, Mars Chocolate UK Atlantic Airways VOICE OF THE CUSTOMER, PART TWO FINANCIAL SERVICES, PART TWO RETAIL, PART TWO 15:30 AMERICAN EXPRESS COMMUNITY STADIUM 15:30 USING V-PERSON™ TECHNOLOGY FOR 15:20 TESCO CASE STUDY: Delivering our best service CASE STUDY: An ethos-driven approach to OMNICHANNEL CUSTOMER ENGAGEMENT Glenn Reynolds and Sue Stoneman, NKD creating innovative customer experiences Liam Ryan, Creative Virtual Ltd Learning Nick Brice, American Express Community Stadium 15:50 HSBC CASE STUDY: 15:40 DUNKIN’ DONUTS CASE STUDY: Growing presence 15:50 BOWEN CRAGGS & CO CASE STUDY: Putting customers at the heart of everything Jim Johnstone, Dunkin’ Donuts When data beats politics the customer wins we do and empowering colleagues to become 16:00 XCEED CASE STUDY: Shaping the experience for Dan Drury, Bowen Craggs & Co the bank of choice in the UK Francesca McDonagh, HSBC Bank Plc, UK a better customer engagement 16:10 Q&A Tarek Al Shareif, Xceed 16:10 Q&A

16:15 COFFEE SOCIAL ENGAGEMENT DIGITAL CUSTOMER, PART TWO CUSTOMER JOURNEY Chair: Justin Hunt, The Social Media Leadership Forum 16:40 HIVE (BRITISH GAS) – CONNECTED HOMES 16:40 THE 02 CASE STUDY: CASE STUDY: How staying close to customers Encore – Giving the customer a reason to cheer 16:40 EXPERT SPEAKER has been pivotal in delivering unique, Adam Wilson, The O2 innovative customer solutions Kim Ratcliffe, Hive

17:00 ROYAL YACHT BRITANNIA CASE STUDY: 17:00 UNILEVER CASE STUDY: The future of the 17:00 PEGASUS AIRLINES CASE STUDY: How to become no.1 in the UK future of service – Digital engagement Understanding context and consumer Bob Downie, Royal Yacht Britannia innovation from IoT to emotion analytics to behaviour to enhance your offer throughout virtual assistants in your home the customer journey Megan Neale, Unilever and Maximilian Sibel Yaman Kavuklu, Pegasus Airlines Doelle, Kazendi 17:20 PANEL DISCUSSION: SOCIAL CUSTOMER 17:20 JAGUAR LAND ROVER CASE STUDY: Daria Alexandrovna Taylor, Incredibly, Mark 17:20 PANEL DEBATE: Internet of things A day in the life of... Hillary, Carnaby Content, Jon Morter, Social Dom Graveson, Hominal Service Design Nina Jones, Jaguar Land Rover Media Hellraiser, Ollie Drackford, Youthnet Simon Foot, Ember Services and Nico Lutkins, Linkedin Kim Ratcliffe, Hive - British Gas 17:40 CHAIRMAN’S SUMMARY 17:40 CHAIRMAN’S SUMMARY 17:40 CHAIRMAN’S SUMMARY

ROUNDTABLE PROGRAMME RUNNING ALONGSIDE 17:45 NETWORKING PARTY: Drinks and canapés and special performance MAIN CONFERENCE 11:20, 14:20, 15:30 See pages 21-25 by ‘The Choir With No Name’, our official summit charity - See page 49 5 AGENDA

PLENARY, HALL 1 & 2

09:00CHAIRMAN’S WELCOME AND OPENING REMARKS 09:45 PLENARY CUSTOMER ENGAGEMENT OVERVIEW: Mike Havard, Director, Ember Services A 20:20 vision for CX Mark Hillary, CEO, Carnaby Content, Sao Paulo Mike Havard has had 25+ years in customer management strategy, operational delivery and leadership roles, with Mark Hillary is a British writer and blogger based in São organisations including BT, TDG, Sitel, CM Insight and Verint. Paulo, Brazil. His research and analysis has a focus on He is currently a director of Ember Services, a strategic customer service, technology, and globalisation. His most customer management consultancy focused on financial and recent book ‘Customer Engagement Officer (CEO): Content performance analysis to support customer operations Marketing and the Realities of Executive Blogging’ explores strategy and investment – helping organisations to determine how even CEOs are interacting directly with customers ‘what better is’ and being unashamedly financial in today. Mark has worked with the UN and several perspective. He also sits as Non-Executive Director on the governments on outsourcing strategies and he is well-known Boards of other companies in the customer management as a live blogger of major events, including the 2010 UK arena, covering anti-fraud technologies (Semafone) and skills general election for Reuters and 2012 London Olympic optimisation technologies (Silver Lining) as well as advising Games as an official storyteller. Today his media work can the Boards of major outsourcing and hosted platform usually be found in the Huffington Post. Mark is in the providers. process of researching and writing a new book focused on his argument that ‘your next CEO is currently working in the He also sits on the CCA Standards Council, where as a contact centre’. founding member, he helped establish the Global Standard for Contact Centres with the CCA. He is an Honorary Life Fellow of the IDM, where he also works as an Executive 10:15 PLENARY CASE STUDY: John Lewis Partnership Board member on the Institute’s journal and on their What drives the service ethos at the John Lewis Partnership? Education Council. In addition to these roles, Mike also sits Is this the business model for the brave new customer world? on the Editorial Board of the Journal of Financial Services Patrick Lewis, Managing Director, Partnership Services, Marketing. He has authored management textbooks in this John Lewis Partnership area, and has had many thought leading papers published. Mike has been a trusted and influential advisor to many Patrick Lewis will give an insight into the John Lewis model government departments in respect of customer and the way it drives a restless pursuit of customer service. management developments and their contribution to With a career spanning leadership of retail, supply chain national economic health and effectiveness. and finance in the company, Patrick has a unique perspective on the culture behind the John Lewis and He is also likes to escape and do dangerous things in the Waitrose brands. He will look back on how they built their mountains occasionally. current strength and share the challenges of extending it in the the fast moving omni channel world of retail.

09:15 PLENARY KEYNOTE: Patrick Lewis joined The John Lewis Partnership in 1994, Rise of the machines: Artificial Intelligence, spending 15 years in Operations running the Supply Chain the Internet of Things, Robotics and you and Retail teams. In 2009, he then took up the Board role of Spencer Kelly, TV Presenter on Technology, Social Media Partners’ Counsellor, representing Partners’ interests as and the Internet owners of the Business. He is now currently the Managing Director of Partnership Services, the John Lewis Technology tourist Spencer Kelly has journeyed the globe Partnership’s newest division supplying business services to to see how tech is changing lives and changing the world. the two trading divisions. He believes we are about to hit some big milestones which will have repercussions for us all. Computers are starting to Prior to joining the Partnership, Patrick worked with Bain & understand the world, and see it as we do. Robots can do Company and Procter & Gamble. He is also Mutual Ambassador DIY, chat bots can learn to deal with customers, and every supporting the Cabinet Office and Chair 3BM, the employee tiny device is getting ready to get in on the act. So, when will trust for the first local authority mutual spin out. the bots take over?

Spencer Kelly is presenter of Click, the consumer technology 10:45- COFFEE show for BBC World and the BBC News Channel. Prior to 11:15 this, he worked on Five’s The Gadget Show.

Having studied Computer Science at Cambridge for three years, Spencer made the transition into broadcasting and presented the breakfast radio show for Ocean FM, part of the Capital Radio Group, for six years before joining the BBC. In this capacity, Spencer has interviewed a wide cross-section of celebrities from Sir David Attenborough to Phil Collins.

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11:15 HALL 1 - CHAIR: MIKE HAVARD, DIRECTOR, EMBER SERVICES

VOICE OF THE CUSTOMER, PART ONE Experience to the next level you need to embrace Customers emotional, subconscious and psychological experience through the new science of Behavioural 11:20 BRITISH AIRWAYS CASE STUDY: Using customer economics. By doing so you will truly understand how voice to drive strategic decision making Customers make decisions, why they behave in the way Debra Walmsley, Head of Customer Research and Insight, they do, be able to predict what they will do next and thus British Airways and David Conway, Director, KPMG Nunwood reduce costs and gain revenues. Colin will reveal a case study of an organisation who have increased their net At British Airways investment decisions can involve promoter score by 40 point in 30 months by embracing this significant costs, £millions or even £billions if capital assets new approach. Everyone attending this session will be given are involved. Increasingly, customer feedback is playing a a free book outlining these new concepts. much greater part in how and when these decisions are being made. Major investments are now considered with a Colin Shaw is Founder & CEO of Beyond Philosophy. Colin deeper understanding of customer needs and wants that has without question helped shape the whole Customer are identified by the BA customer voice programme. It Experience industry. Under Colin’s leadership, his company, hasn’t always been this way and it has taken a considerable Beyond Philosophy have helped many of the world’s most effort to get to the point where customer feedback is both prestigious organizations improve their Customer trusted and acted upon. Experience. One client, Maersk Line, the world’s largest In this presentation British Airways and their customer container shipping company, improved their Net Promoter voice partner KPMG Nunwood outline the process they Score by 40 points in 30 months. have been through and share some of the recent successes. Follow Colin on Twitter @ColinShaw_CX Together they have developed a customer voice programme that:

• Synthesises the research input from multiple agencies to 12:00 TRAVELODGE CASE STUDY: develop a single version of the truth Customer experience as a competitive advantage • Enables the prioritisation of projects and programmes Jon Hendry Pickup, Travelodge, COO, Travelodge and • Links granular insights into a single picture of the Andrew Archibald, Travelodge, Director of Customer customer journey and the impact on the higher level Experience customer relationship • Integrates large quantities of operational data with How focusing on customer experience has allowed primary customer research to create a “big data” view of Travelodge to regain their competitive edge and market the customer experience. position. 4 years ago they identified that a poor experience was at the heart of their financial troubles and so they put Debra Walmsley began her career working as an agency delivering a great customer experience at the centre of researcher, before moving client side to Safeway, where she their turnaround strategy. This talk will outline how they headed up a number of Marketing-lead change programmes have put this into practice and lessons learnt along the way. including the retailer’s joint venture with Abbey National and its initial online shopping venture. She also worked in a Jon Hendry Pickup is the Chief Operating Officer for Travelodge number of marcomms roles including CRM and brand and has worked at the company since 2010. Jon’s background advertising before moving back into Customer Insight. She is is primarily in retail, having spent seven years before joining currently Head of Customer Research & Insight at British Travelodge with Tesco, the world’s third largest food and Airways, where she puts her passion for the customer at the general goods retailer. His time at Tesco was international forefront of the business agenda. and varied, having joined the UK Operations Development team, Tesco’s internal consulting function, followed by time in David Conway co-manages the company’s global customer China, California, and Central Europe. His final role was as experience management practice and oversees KPMG Operations Director in Czech Republic and Slovakia. Nunwood’s Customer Experience Excellence Centre, an on- Prior to completing an MBA at Warwick Business School, Jon going approach to systematically identifying global best worked for Aldi Stores Ltd in the UK for seven years. He held practise. a variety of multi-site operating roles, finishing his time with Aldi as Finance and Administration Director. David is a former PLC board director of N&P Building Society, Liverpool Victoria Group and The Co-operative Outside work, Jon’s interests include Tennis, cycling and Bank, where he was responsible for 3,500 staff charged with Skiing, and occasional charity-driven challenges, although delivering world-class experiences to more than 6.5 million most of his free time appears to be consumed standing on customers. He also led the design, set-up and launch of the rugby touchlines in a range of UK locations following his group’s Smile brand. children, Oscar and Hugo. David is based out of the United Kingdom, but continues to Andrew Archibald is the leader of Travelodge’s Customer work directly with clients around the world. Experience Programme and has over 15 years of operations and customer care experience in the hospitality and 11:40 UNLOCKING THE HIDDEN CUSTOMER EXPERIENCE healthcare sectors. As a central figure in the company’s Colin Shaw, CEO & Founder, Beyond Philosophy recent turnaround he is accountable for developing the customer journey, customer insight and analytics and Customers are irrational, don’t fight it, embrace it! Colin demonstrating you don’t need a big budget to deliver great Shaw will outline why in order to move your Customer customer service.

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He has led efforts to implement new ways of working across Dr Mark Powell is a writer, speaker, business transformation the leadership and management teams – placing the voice of consultant and entrepreneur. He is an associate fellow of the customer at the heart of change projects and embedding Oxford University’s Saïd Business School. it into the operating model across its 500 sites. During his 4 years with Travelodge their Net Promoter Score has risen by Mark has more than ten years’ experience designing and a chart topping 30 points and he is now set on leading them presenting leadership development programmes and has to a world class score. undertaken a wide range of speaker and lecture engagements in the field of strategy development, leadership, power and influence, strategic relationship building and employee FUTURE OF WORK & EMPLOYEE ENGAGEMENT engagement.

12:20 SURREY & SUSSEX COUNTY COUNCIL CASE STUDY: Mark has held senior executive positions and run several Delivering customer satisfaction and staff start-up businesses as well as being a former partner of engagement through innovation at no cost global professional services firms, Accenture, KPMG and Simon Pollock, Director of Business Operations, Surrey and A.T. Kearney. East Sussex County Councils

This session will focus on how East Sussex and Surrey 13:00 SWARMWORKS INTERVIEW: County Councils are using innovative no cost ideas to The power of active involvement in meetings increase staff engagement, productivity and customer and events satisfaction. The session should give you some ideas to take Héctor Venegas, CEO, Swarmworks and Karin Krogh, away and implement within days. Partner and Consultant, Progreso Aps

Héctor A. Venegas is Chief Executive Officer and Partner of 12:40 MY STEAM ENGINE IS BROKEN: SwarmWorks Ltd., a company specialized in interactive The end of command and control involvement of large audiences by making use of the Jonathan Gifford, Business Author and Consultant and collective intelligence of the attendees. Therefore Dr Mark Powell, Writer, Business Transformation Consultant SwarmWorks has developed world unique methods. The company’s headquarter is based in Cologne (Germany) with In their recent book, My Steam Engine is Broken: Taking the offices in London (UK), Asheville and Boston (USA). Héctor Organisation from the Industrial Era to the Age of Ideas, graduated from law school at the University of Cologne. authors Dr Mark Powell and Jonathan Gifford argue that Besides his role at SwarmWorks, he is current President of many modern organisations persist with a managerial the MPI Germany Chapter. He has been in leading roles approach that dates back to the industrial era. This within the events industry for more than 15 years. approach is so familiar, and was so successful in its time, that we fail to notice that it is no longer working in the Karin Krogh is partner and consultant in Progreso ApS, a fast knowledge economy. The result is employee frustration and growing Danish consultant company. She works with lost employee engagement, resulting in a dramatic waste of personal power and leadership, and in all her speaking human energy and commitment. engagements and training situations she engages the audience. She is also President of MPI Denmark Chapter, and Powell and Gifford explore 10 outmoded organisational is passionate about active involvement. behaviours and demonstrate a diagnostic survey that reveals where most employee engagement is being lost. Changing just a few ingrained but counter-productive 13:20 LUNCH organisational behaviours, they argue, could free up significant amounts of available but wasted human energy. Who would say no to a free 10% increase in productivity? 13:40 NEW BOOK LAUNCH – Rewire – The future for diversity and engagement Jonathan Gifford is a business author, speaker and Chris Yates, Head of People and Organisational consultant. His published works include History Lessons; Development, Caterpillar Inc and Pooja Sachdev, Consultant Blindsided; 100 Great Leadership Ideas; 100 More Great Leadership Ideas and 100 Great Business Leaders, published Rewire: A Radical Approach to Tackling Diversity and by Marshal Cavendish Business. Difference takes a fresh look at the issue of equality, diversity and inclusion at work. It critiques the current Jonathan was previously a director of the digital advertising thinking and practices that are responsible for slow agency, Bluequest, and a publisher with BBC Magazines, progress in this area, while providing readers with a new, where he was launch publisher of BBC History Magazine holistic and tactical perspective that leverages what we in 2000. know about influencing and changing people’s mind-sets.

Mark and Jonathan are co-authors of My Steam Engine is The issue of difference sits at the core of many of the Broken, published in 2014 by LID publishing; their next book, world’s crises. Large corporations are a microcosm of the Perform To Win, will be published in January 2016, also by LID. globalized world we live in, and hold significant power in shaping our societies and ideas.

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Despite decades of work in diversity and inclusion, little development and employee communications. He is also a progress has been made because current approaches focus Trustee of the Engage for Success Foundation, the UK’s on specific contexts, short-term results and commercial Taskforce on Employee Engagement. returns rather than taking into account what we know about human behaviour and addressing the social and economic cultures in which we operate. This book argues 14:40 NHS CASE STUDY: A healthy engagement that for sustainable positive change, we need to focus on Mike Gibney, Director of Workforce at The Walton Centre, how to create a culture of openness, empathy and inclusion NHS Foundation Trust – which in turn enables corporate strategy and drives innovation. The NHS is the fourth largest organisation in the world. The Walton Centre is unique in the NHS as the only specialist Chris Yates is the Chief Learning Officer and Head of People neuroscience trust in the UK with a catchment area of 3.5 and Organisational Development for Caterpillar Inc. He is million. In 2011, the big workforce challenge was a sickness also the Founder and MD of Ethical Organisational Design. rate of over 7% that led to the development of a health and Previously, he worked as Group Head of Organisational wellbeing strategy ‘Work Well the Walton Way’. Development for the HSBC Group, and Vice President for Organisational Capability & Talent at American Express Health and wellbeing was the basis for a positive and Group of Companies. He has also worked at Canon, the constructive dialogue with management, staff and trade Japanese FMCG group and the NHS. Chris specialises in unions that has seen a programme of physical activity organisational design, leadership development, articulation become embedded throughout the Walton Centre with of competitive culture, and the management of significant staff participation levels as high as 20%. The sickness rate change initiatives. He holds a Masters in Occupational and was reduced to around 4% in less than a year and has Organisational Psychology and has lived in four continents. stayed at that level. We are now one of ten NHS organisations spearheading a new and major drive to Pooja Sachdev worked as a consultant Organisational improve health in NHS workplaces. Development Specialist for the HSBC Group for several The Walton programme has underpinned an incredible years. Prior to that, she worked at Towers Perrin (now number of positive engagement outcomes including Towers Watson) and at Taylor Nelson Sofres (TNS), and was Investors in People Gold and Health and Wellbeing appointed Senior Policy Officer at the Commission for Racial accreditation (2014), Health Service Journal Top Ten NHS Equality. She has worked with a wide range of organisations Employers (2015) and the Nursing Times Top Ten Trusts for in the public and private sectors, including Channel 4, London Nursing (2015). Borough of Newham, the Department for Trade and Industry (as was), Novartis and Royal Mail. Pooja specialises in Mike Gibney is currently Director of Workforce at the unconscious bias (and decision-making), gender in the Walton Centre NHS Foundation Trust where he has worked workplace, culture (organisational and other), employee since 2013. He is the Trust lead for HR, OD, Education, engagement and wellbeing. She has lived in three countries, Communication and Fundraising. During this period, the and is a qualified counsellor, coach and group moderator. organisation has achieved the Investors in People Gold Pooja holds an MSc in Occupational Psychology and is Standard Award, Investors in People Health and Wellbeing currently working as a consultant in London. Award and is currently within the HSJ Top Ten Best Places to Work. You can read more about Chris and Pooja’s recent book “Rewire: A Radical Approach to Tackling Diversity and Mike joined the NHS in 2009 following a successful career in Difference” on: local government and the third sector. This included www.bloomsbury.com/uk/rewire-9781472913999/ implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a EMPLOYEE AND CUSTOMER ENGAGEMENT regional level, across 10 local authorities. Throughout his career, he has placed a strong emphasis upon actively 14:20 CREATING FUSION…Adopting a joined-up approach engaging with all levels of the workforce as a fundamental to customer and employee engagement is easier building block to delivering change. than you might think… Jamie Thorpe, Commercial Director, Customer Engagement and Francis Goss, Commercial Director, Employee 15:00 MARS CHOCOLATE CASE STUDY: Solutions, Grass Roots Employee engagement: The critical ingredient to win in today’s market Jamie Thorpe works with B2B and B2C brands across Hugh Jaques, Operations & Capabilities Director, multiple sectors to create, measure and enhance their Mars Chocolate UK customer experience. He has spent all his working life within the Customer Experience Measurement industry, and is a Mars is a private, family-owned business with more than a member of the MRS, ESOMAR and the MSPA. century of history and some of the best-loved brands in the world. Two things lie at the heart of our success: Francis Goss works with organisations on the • A unique culture that empowers our employees and implementation of employee engagement strategies teams to take control of their own engagement including reward and recognition schemes, management • A commitment to putting our customers at the heart of everything we do.

CUSTOMER ENGAGEMENT SUMMIT 2015 9 AGENDA

HALL 1

At first glance these two statements might seem 15:50 BOWEN CRAGGS & CO CASE STUDY: unconnected, in reality they go hand in hand. When data beats politics the customer wins When responding to the challenges of today’s market, we Dan Drury, Commercial Director, Bowen Craggs & Co believe that highly engaged employees who think “customer first” can help your business grow faster. Dan will use many case studies from the US and Europe At Mars we recognise a clear link between engagement and from FMCG, Energy, Luxury, Industrial, Finance and business results. In this session Hugh will outline the Government. In each case you will find out how data – common attributes of highly engaged teams and explore gathered via website visitor surveys – has changed how these can successfully drive customer engagement in stakeholder perceptions, shifted strategic direction, your organisation. informed clear action and – most importantly – improved customer experiences. Hugh Jaques is Sales Operations & Capabilities Director for Mars Chocolate UK. Mars has been a committed UK Dan Drury joined Bowen Craggs & Co in 2005 as manufacturer and employer since 1932, when we first commercial director after 12 years as an internet started producing the Mars Bar in our Slough factory. Today entrepreneur. In 1993 he founded a software company that Mars continues to make some of the most recognisable and developed operational online risk management tools. Eight popular brands in Britain across our Chocolate, Food, years later he founded a leading enterprise-class web Petcare, Confectionery and Chewing Gum businesses, analytics software company. Both companies had successful including Mars, Snickers, Galaxy, Uncle Ben’s, Dolmio, exits for Dan and his venture capital investors. At Bowen Pedigree, Whiskas, Royal Canin, Skittles and Extra. Craggs he has grown the Web Effectiveness Network to more than 500 members, expanded the company’s client Hugh is passionate about working for a family business and base to include more than 50 Fortune Global 500 the benefits this can bring for all stakeholders; employees corporations and added audience research to the services and customers alike. Throughout his career, Hugh has sought portfolio. out roles that give him the opportunity to develop and grow other Mars associates and to build collaborative, enduring relationships with key customers. 16:10 Q&A Hugh joined Mars from university as a management trainee and through his 15 year career has worked across all Mars’ 16:15 COFFEE major business segments with roles in Manufacturing, Marketing, HR and most recently Sales. Hugh has a has a Masters Degree in Chemistry. He is a tennis enthusiast and SOCIAL ENGAGEMENT competes at national level as well as acting as a policy advisor Chair: Justin Hunt, Founder, The Social Media Leadership to Seniors Tennis GB. Forum

VOICE OF THE CUSTOMER, PART TWO Justin Hunt is the founder of The Social Media Leadership Forum which was set up in 2009 to help the world’s leading organisations collaborate to enhance their knowledge and 15:30 AMERICAN EXPRESS COMMUNITY STADIUM understanding of social media issues (internal and external) CASE STUDY: and emerging disruptive technologies. The Social Media An ethos-driven approach to creating innovative Leadership Forum was set up with the help of a small group of customer experiences senior PR executives from leading brands. Nick Brice, L&D, Partner, American Express Community Stadium The Social Media Leadership Forum has more than 100 leading organisations as members ranging from Rolls Royce This presentation will explore some of the steps you can to IKEA and IBM who meet regularly- about three times a take to engage people more deeply in creating branded month – to share insights and experiences in collaborative customer experiences across all touch points. working groups to help improve skills across industry sectors.

Nick Brice is L&D Partner for the American Express Justin previously worked as a new technology commentator, Community Stadium – creating and leading a multi-award contributing to The Guardian and The Financial Times. winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win 16:40 EXPERT SPEAKER premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety ROYAL YACHT BRITANNIA CASE STUDY: (global) – and even Best Pies! 17:00 How to become no.1 in the UK Bob Downie, CEO, Royal Yacht Britannia Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership In June 2014, Tripadvisor named The Royal Yacht Britannia and Professional Impact for multi-nationals in San Francisco, as the UK’s No.1 Attraction, with an average Excellent Milan, Rome, Sofia. Safety Leadership programmes in UK, score of 72%, and 23% Very Good. This success was the Sydney, Melbourne, Istanbul.

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HALL 1

culmination of over 10 years commitment to delivering Jon Morter is best known for his gatecrashing of the music outstanding customer experiences, focussing on the industry in 2009 with his phenomenal ‘Rage Against The X importance of providing exceptional value for time and Factor’ campaign, sweeping Rap/Metal band Rage Against money. This journey to excellence started by appreciating The Machine into the sought after UK Christmas No.1 spot. that customer service is only the final action in what has to A Guinness record for downloads was broken plus Facebook be a much more strategic focus on the whole customer gave him his own personal member of staff to assist with the experience, since this will determine what competitive 1.6 million group members. This success opened the door for advantage your business will have and, without which, it Jon to work on campaigns for some big artists in the industry will struggle to fulfil its potential. including Nirvana, Sex Pistols, Rod Stewart, David Essex, AC/DC (their 1st UK Top 10 single in 40 years), a No.1 album Bob Downie has been Britannia’s Chief Executive since it for The Rolling Stones, Rik Mayall’s 2010 World Cup single first arrived in Edinburgh in May 1998, and he will share (which incidentally Jon campaigned for again after Rik’s with you his vision for ‘getting the right things right’ in this death making the UK No.7 in 2014), the ‘Save 6Music’ increasingly challenging marketplace. At the heart of his Facebook group, and the 2012 Christmas No.1 campaign for philosophy is that your most important asset is the quality The Justice Collective. of the relationships that you have with your customers, success is the aggregation of marginal gains, and there are Jon has also recently gained notoriety within the Social no excuses for it not being everyone’s responsibility to Media community for creating the ‘Condescending maximise recommendations. Corporate Brand’, a fake company (referred to as the ‘Spinal Tap’ of Social Media) that only exists within Facebook and Bob Downie has been Chief Executive of The Royal Yacht Twitter cheekily lampooning large companies trying to ‘do’ Britannia since it first opened as visitor attraction and high- social media, yet seem to get it spectacularly wrong. To date end hospitality venue in 1998. this ‘company’ has caused riotous debate, resignations, offers of purchase from foreign shores, walkouts, outed brands Bob’s passion is delivering World Class visitor experiences, using fake followers, and given Jon the title of “Social Media and in June 2014, Britannia was named as Tripadvisor’s No.1 Hellraiser” by FastCompany and the New York Times. UK Attraction, scoring 72% Excellent and 23% Very Good. For each of the last 9 years Britannia has also officially been Scotland’s Best Visitor Attraction, with a current tourist Oliver Drackford joined YouthNet back in ’09. He has a board Quality Assurance mark of 96%, the highest ever passion for supporting young people, and his goal is to make awarded to an attraction. In 2009 Britannia was also named YouthNet’s services the first place young people turn before as the UK’s Most Excellent Venue by Conde Nast Johansens. they even need help. He has developed and built numerous digital marketing strategies and campaigns, to help increase In 2003 Bob founded what went on to become the UK the reach and engagement of YouthNet’s services – which Customer Experience Conference which was held annually in current helps over 1.5million young people in the UK. Edinburgh until 2011. In recognition of his commitment to YouthNet has also worked recently on a research project improving quality standards, in 2005 he received the UK looking into young people’s complex relationship with social Hospitality & Tourism ‘Catey’ Award, becoming only the media – which Ollie with involved with. second Scotsman to receive this particular industry ‘Oscar’. Before YouthNet Ollie worked from a number of commercial organisations including Swatch, Pirelli and P&O). Ollie also 17:20 PANEL DISCUSSION: SOCIAL CUSTOMER loves a brew… in fact legend has it that he is more tea than man. Daria Alexandrovna Taylor, Incredibly, Mark Hillary, Carnaby Content, São Paulo, Jon Morter, Social Media Hellraiser, Ollie Drackford, Youthnet and Nico Lutkins, Nico Lutkins Marketing Director, LinkedIn With more than 15 years’ B2B marketing experience, Nico recently joined LinkedIn’s Marketing Solutions business as Daria Alexandrovna Taylor, Incredibly Director of Marketing, EMEA. In this capacity she is Daria Taylor is Managing Director of Incredibly, a digital responsible for helping drive the growth of LinkedIn’s communications agency specialising in brand storytelling and Marketing Solutions business across the EMEA region, digital transformation. Incredibly help companies to helping marketers and agencies identify, target and engage negotiate digital communications as it is today – building with the world’s most influential professionals. Prior to brands that are truly fit for 21st century consumers. joining LinkedIn, Nico was Global Director of Enterprise Marketing and Customer Advocacy at Trustpilot, the leading When she’s not busy in her role as MD, Daria is a passionate online review-driven community that builds relationships evangelist of digital transformation and all things tech. While between consumers and businesses. London’s home, Daria can be found at talks and conferences all over the world, speaking about how companies can adapt to the ever-changing business landscape to win in the new 17:40 CHAIRMAN’S SUMMARY digital economy.

Mark Hillary, Carnaby Content, São Paulo 17:45 Networking Party and Choir With No Name See bio on page 6

CUSTOMER ENGAGEMENT SUMMIT 2015 11 AGENDA

HALL 2 - CHAIR: MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING

FINANCIAL SERVICES, PART ONE Key skills and experience Prior to his current role, Russ has undertaken a range of senior leadership roles in Retail and Business Banking for 11:20 HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS IN both Lloyds Banking Group and previously Barclays. Russ is THE FINANCIAL SECTOR an Economics Graduate, ACIB qualified and holds an MBA Miguel Ramos, VOC, Subject Matter Expert, Confirmit with distinction from Warwick Business School.

Every interaction your business carries out with your Russ is also involved in two of the Group’s flagship corporate customers bears the potential to strengthen client and social responsibility programmes. Through “Pilotlight” he relationships – or damage them irrevocably. provides expert input and coaching to the trustees of “Jigsaw 4 U” – a small charity which supports young children who Transactional surveys that collect your customers’ have suffered trauma. Russ also represents the Group in feedback are a good start, but that’s only one piece of the “Business Class” – a Government/Business initiative where CX puzzle. For example, do you know: he (and his team) supports the leadership team and pupils of an underperforming school to drive up aspirations and levels • How your employees’ customer interactions are of attainment. impacting the overall customer experience? • What follow-up actions are driving additional business 12:00 BARCLAYS CASE STUDY: Digital eagles – investments? Engaging employees to drive customer-centricity • How each department is using the feedback to innovate on their service offerings? into the DNA of the organisation • The answers to these questions are critical for the Dave Shepherd, Director, Frontline Help, Barclays UK retention of valuable customers as well as the success of Retail Bank your business. Dave will give you the insight on the Barclays Digital Eagles, In this session you will learn: how it began and why it has become the biggest people • The importance of listening to the Voice of the Customer movement the bank has ever seen. and the Voice of the Employee In a nutshell: • How to empower your branch employees and call centre • How Barclays is delivering on its ambition in this managers to take action with at-risk customers Digital Revolution to Leave No One Behind • How to increase executive engagement with real-time • Showcase of the key engagement tools, including the data that helps them discover the root causes of issues industry leading colleague app MyZone that are crucial to your customers. • The Inside-Out colleague approach to customer-centricity

With more than 15 years’ experience in mobile technologies, Energetic in his delivery and passionate in his subject matter quality assurance and technology strategy and implementation, Dave is recognised across the Banking industry as an innovator Miguel leads Confirmit’s Mobile practice in the EMEA and who accepts no compromise. Now in his 27th year at Barclays, Asia Pacific regions, developing mobile solutions for both having began his career behind the counter, Dave is Head of Voice of the Customer (VoC) and Market Research. Frontline Help responsible for all Colleague Intranets, Desktop and Mobile within Barclays Retail & Business Bank In this role, Miguel works with organisations to design, as a means to Engage, Ideate, Search and Collaborate. With a implement and deploy mobile feedback and research laser sharp focus on process excellence, Dave is a Black Belt strategies that maximise response rates and generate ROI Six Sigma with a passion for People Engagement. across a range of industries. He has extensive international experience in managing projects for the telecommunication and finance industries and has an excellent track record in DIGITAL CUSTOMER, PART 1 delivering projects that drive results. Miguel holds an MBA from Durham University (UK). 12:30 VIRTUALISING YOUR SALES FORCE – A NATIONWIDE CASE STUDY Simon Blissett, Head of Banking Solutions & Innovation 11:40 LLOYDS BANKING GROUP CASE STUDY: EMEA, Cisco and Brian Atkinson, Head of Solutions, Customer experience - The root of all complaints Customer Experience Business, UK & Ireland Russ Powles, Customer Services Director, Lloyds Banking Group Today’s consumer expects to be able to do business with you when it’s convenient for them, rather than when you Russ will share his thoughts on: can ‘fit them in’. This means maximising the availability and the utilisation of expert resources while, at the same time, • Lloyds Banking Group’s evolution of complaint delivering exceptional customer experiences. management over the last 5 years • How Lloyds Banking Group are using insight to improve Drawing on experience at Nationwide and other financial customer experiences and avoid complaints in a fast services organisations this presentation will speak to the changing environment opportunities offered by virtualisation including: • Why banks should consider virtualising their sales forces Russ is Customer Services Director for Lloyds Banking • How this fits into a wider digital strategy Group where he has responsibility for the management of all • How it increases business agility and future proofing Group complaints and Customer Rectification. · How you do this successfully

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HALL 2

Simon Blissett has over 25 years experience in financial He has been marketing online since 1997, specialising in services across a range of organisations and functions. He is a Search Engine Optimization, PPC, Affiliate, Email and multi-channel distribution and strategy expert with a strong Permission Marketing. He is a certified Search Engine record of commercial success in financial services and an specialist and a Google Advertising Professional. outstanding track record of change programme leadership. Lloyd is the co-founder of Watchfinder: The market place for His previous roles include: luxury watches in the UK. Founded 12 Years Ago Watchfinder Head of Channel Development for Nationwide Building remains at the leading edge of luxury ecommerce selling a Society – leading the strategy and implementation for all thousand timepieces a month at an average price point of channel development including contact centre, digital, ATMs, £4,5000 and annual turnover of £44milion. face to face and branch design. Programme Director for Association of British Credit Unions 13:10 Q&A – leading a government funded project to set up a central services business for credit unions including IT strategy, 13:20 LUNCH marketing strategy, HR, organisational design etc. Head of Distribution & Marketing for Bank of Ireland UK – OMNICHANNEL leading the digital agenda for the UK Bank and its partnership with the Post Office. 14:20 EMBRACING THE MILLENNIAL CHALLENGE: The convergence of customer engagement, His experience includes expertise in transforming customer communications and collaboration experience and leveraging technology to deliver increased Martina Knappe Interactive Intelligence growth and profitability across distribution channels. Simon , is married, has no children and loves travelling, reading and watching sport of all kinds. There is a new kid on the block: Enter your new employee and customer. The reality is that many businesses today Brian Atkinson is Head of Customer Experience Solutions struggle to manage the proliferation of communications for UK & Ireland. Mr. Atkinson is responsible for the sales, channels and devices that employees and customers now partner development and go to market strategy of Cisco’s have access to. While the connected digital workplace is Customer Experience solutions. He is passionate about running on multiple applications it often results in a poor Cisco’s ability to help companies realise the benefits of user and customer experience. This session offers an insight connecting the unconnected. If you truly can connect into new ways in which enterprises can collaborate and everything, and innovate everywhere, while designing a low communicate more efficiently and seamlessly inside and effort Customer Experience Strategy, businesses and outside their organisation to truly meet millennial organisations can forge deeper, proactive and more loyal employee and customer expectations and achieve better relationships with their customers. Additionally, Mr. Atkinson business outcomes. is closely involved with the Cisco Business Units helping shape and define Customer Care and Customer Experience Martina Knappe has 20 years’ experience in driving change solutions for the UK and Irish markets. and leading marketing teams in companies such as Siemens, Avaya and Interactive Intelligence, Martina is as passionate about creating and implementing innovative marketing 12:50 WATCHFINDER CASE STUDY: strategies as about leveraging cutting edge technologies for Building a brand in the digital age improved business communications and collaboration. For Lloyd Amsdon, Founder, Watchfinder the last 4 years Martina has been instrumental in growing the Interactive Intelligence brand in the European, Middle Lloyd will be covering the following: Eastern and African markets through the promotion of • How Watchfinder began and background to the company Customer Engagement propositions based on the belief that if • Digital strategy and moving a company forward with the organisations want to thrive in future it is key for them to put digital age customer experience at the heart of their corporate strategy. • Adding bricks and mortar stores to a pure-play company – overcoming obstacles and what gains can come out of being a multi-channel business 14:40 YAHOO CASE STUDY: Smartphone dominance • Offline marketing and how this ties in with digital Patrick Hourihan, Research Director EMEA, Yahoo • Digital content – how Watchfinder have used video content via YouTube and a digital magazine to increase Global study that looks at analytics + market research to brand awareness and drive footfall to watchfinder.co.uk, understand the drivers of mobile adoption, and dictate engaging customers where it is going. • Brand equity • What’s next for the future Experienced research professional with over 14 years of experience in digital media including Ad Effectiveness, Lloyd Amsdon has spent the last 14 years working in IT, Measurement Strategy, Thought Leadership, Consumer specialising in developing Web based applications & Insights, Ad Sales research, Marketing Effectiveness and businesses. As a shareholder and Key Manager of Analytics. Successful at building and managing high DMRI.co.uk he developed some of the UK’s largest websites performing teams that deliver impact for internal and in Automotive, Financial services, classifieds and competition external clients. Expert at finding insights in data and creating sectors. DMRI was sold to Daily Mail and General Trust compelling stories to communicate them. Experienced public group 2005. speaker and active participant in industry committees.

CUSTOMER ENGAGEMENT SUMMIT 2015 13 AGENDA

HALL 2

15:00 OMNICHANNEL IN FINANCIAL SERVICES Liam Ryan has over 25 years of sales experience, starting in – A PENSIONS ADMINISTRATION CASE STUDY FCMG Field Sales and finishing in National Accounts before he joined the dotcom revolution by starting his own online Jonathan Mindell, Former director at JLT and Mercer business in 1997. After selling the business in 2001, he When one thinks about customer engagement in Financial worked on a freelance basis with various companies within Services, most of the focus seems to be on the ‘high touch’ the Financial Services, Information and Retail industries frequent customer contact that goes with transactional helping them define and implement their internet strategy. services such as banking and credit cards. However most Liam joined Creative Virtual in November 2007 and people buy products and services where customer contact currently holds the position of Head of Sales. In this spare is nowhere near as frequent, but arguably even more time Liam enjoys playing 5-a-side football and a game of golf important when there is a need to get in touch. For but seems to spend most of his time acting as a referee insurance, investments and pensions it could be months, or between his two children! even years before a customer makes contact. So how should such organisations address and invest in improving 15:50 HSBC CASE STUDY: Putting customers at the heart their engagement with the customer and meet the trend of of everything we do and empowering colleagues to moving from single channel communication, through multi- channel to omni-channel connectivity. Jonathan Mindell, become the bank of choice in the UK with direct and relevant experience in both Mercer and JLT Francesca McDonagh, Group General Manager, Head of will use Pensions Administration to make his case. Retail Banking and Wealth Management, HSBC Bank Plc, UK

Jonathan Mindell has spent most of his career focusing on Responsible for all aspects of customer service, channels, work he finds deeply fascinating and immensely satisfying to products and segments of HSBC’s retail business for HSBC deliver: improving the customer experience. He started his plc, M&S Bank and first direct. Formerly the Regional Head of career by marketing service propositions, then moved on to Retail Banking and Wealth Management for HSBC in Middle deliver these propositions through large operational centres East and North Africa and Head of Personal Financial and, more recently, became responsible for entire service Services for HSBC in Hong Kong. Appointed Group General businesses. Manager in August 2014. Qualifications: Bachelor of Administration (Honours) from the University of Oxford in Jonathan’s sector experience is highly extensive and includes Philosophy, Politics and Economics. Member of Mastercard the financial services, business services and travel sectors, Advisory Board, Europe. Young Global Leader (Class of having worked for several well-known UK brands including 2014) of the World Economic Forum. Marks & Spencer, Prudential, BUPA (where he was Head of Member Services) and Airtours, as well as multi-national 16:10 Q&A organisations (Citibank and Wyndham Worldwide). Since 2007 Jonathan has been helping to transform pensions 16:15 COFFEE administration services across Europe, while Senior Partner at Mercer and also at JLT Employee Benefits. DIGITAL CUSTOMER, PART TWO Recently, Jonathan joined C3 Partners, where he continues to follow his passion for the ‘customer experience’ in helping 16:40 HIVE (BRITISH GAS) – CONNECTED HOMES organisations focus their energies, culture and processes on CASE STUDY: How staying close to customers delivering customer-centred business strategies and change. has been pivotal in delivering unique, innovative customer solutions FINANCIAL SERVICES, PART TWO Kim Ratcliffe, Head Of Customer Operations, Hive

15:30 USING V-PERSON™ TECHNOLOGY FOR Connected Homes were founded in 2012. They are a start up style business responsible for the innovation for British OMNICHANNEL CUSTOMER ENGAGEMENT Gas as well as direct to market connected products. Most Liam Ryan, Head of Salest, Creative Virtual Ltd notably, they have delivered Hive Active Heating, with a suite of new, connected products to launch soon. Providing customers with accurate, consistent and personalised information in an omnichannel environment This presentation will focus on how the business has grown must be a top priority for financial organisations in 2016. It is from c.60 people to c.400. It will explain the challenge more important than ever to enable customers to seamlessly around maintaining creativity, agility and a real focus on move from one service channel to another, with context designing beautiful products with a customer experience awareness and a full history of their conversation moving that epitomises the brand and compliments the product. with them. Liam will show a live demonstration and share user cases from organisations currently utilising Creative There will be content which demonstrates how staying Virtual’s V-Person technology to provide an enhanced close to customers is pivotal, forcing the need for more customer experience, including HSBC, TSB, JPMorgan instant and detailed methods of understanding how Chase and Commercial Bank of Dubai. He will explain how customers are feeling in a more qualitative way. It will also these and other financial organisations use advanced show how driving a culture where people truly feel like it is technologies in knowledge management, natural language their business and that they have the accountability for processing and virtual assistants to not only meet their change and improvement has also been one of the omnichannel customer engagement goals, but also reduce challenges with growing so rapidly. costs and build brand loyalty.

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HALL 2

Kim Ratcliffe leads the customer operation for Connected 17:20 PANEL DEBATE: INTERNET OF THINGS Homes, Hive. Connected Homes are a start up technology Dom Graveson, Partner, Hominal Service Design, Simon business focused on bringing innovative products to the UK Foot, Consulting Director, Ember Services and Kim Ratcliffe, to enable people to be truly connected with their home. Most Head of Customer Operations, Hive - British Gas notably, the business is responsible for the design, development and deployment of Hive Active Heating. Kim Dom Graveson, Partner, Hominal Service Design oversees the customer experience, customer service, Senior leader of digital and multichannel service design, business readiness, change and engagement functions. transformation and delivery. Deep experience across: government, education, travel/tourism, media, finance, Connected Homes really spoke to Kim’s passion for broadcast, publishing, technology and charity/NGO. delivering unique, innovative customer solutions whilst being Experienced in both the management theory and day to day able to adapt to customer needs dynamically and without reality of digital change, service development and delivery at lengthy change procedures. enterprise scale.

All of Kim’s previous roles – within telecoms and financial Particularly happy in environments encountering or needing services have focused on her passion of delivering world class change from old models of business to fully embrace the customer experience through unrivalled employee opportunities offered in the maturing digitally networked world. engagement and utilising unique approaches to achieve Transformation is built on both culture and process, and lot of industry leading results. my work reflects back into the core of organisations through customer and employee research, engagement and comms, knowledge management and intra-enterprise social 17:00 UNILEVER CASE STUDY: networking. I approach change from a foundation of The future of the future of service – Digital understanding of outcome and context, with passion and engagement innovation from IoT to emotion enthusiasm, and with a focus on tangible, measurable outcomes. analytics to virtual assistants in your home Megan Neale, Global Head of Consumer Engagement Simon Foot, Consulting Director, Ember Services Centres, Unilever and Maximillian Doelle, CEO, Kazendi Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous The face of retail is rapidly changing – with all-digital stores projects designing and implementing operating models at a and drones on the rise, e- commerce & in-store experiences strategic, operational and technological level. A particular area are having to excel to consistently wow the consumer. In of expertise is in channel optimisation and the implementation addition in-home consumer behaviour data is becoming of digital initiatives. Simon has held senior consulting roles with available offering businesses unique insight into the way in IBM, CM Insight and Verint Consulting. He was appointed which consumers interact with, use and enjoy their Director of Training, Consulting and Speech Analytics for products . In this session Megan Neale, Global Head of Verint in 2011. Simon’s client successes cover transformation Consumer Engagement Centres at Unilever will share: programmes for many of the UK’s top brands across multiple sector’s including BT, Tesco, British Airways and Camelot. • How interactive products and the Internet of Things is Earlier in his career, he spent several years working in the transforming service strategy water industry and later joined BBC TV Licensing, where he • How the rise of in-home virtual assistants like Amazon was responsible for customer experience delivery in the Echo will radically change consumers’ expectations for outsourced contact centre operation that managed the self service collection and enforcement of the TV licence fee. • How Artificial intelligence, Emotion Analytics and DigitalEmpathy™ can work together Kim Ratcliffe, Head of Customer Operations, Hive Kim leads the customer operation for Connected Homes, Hive. I’m fascinated by DigitalEmpathy™. In particular, how we Connected Homes are a start up technology business focused combine the power of artificial intelligence in the digital on bringing innovative products to the UK to enable people to be landscape with our desire for human contact within a truly connected with their home. Most notably, the business is supporting, sharing and collaborative eco system. I think responsible for the design, development and deployment of Hive Customer Experience Management is one of the most Active Heating. Kim oversees the customer experience, customer exciting areas in which to develop this thinking. If you’d like to service, business readiness, change and engagement functions. discuss more please get in touch. Connected Homes really spoke to Kim’s passion for delivering Maximilian Doelle is Chief Prototyper at Kazendi – a lean unique, innovative customer solutions whilst being able to adapt innovation studio that exists to challenge processes and to customer needs dynamically and without lengthy change enlighten minds for a changing world. For over 3 years, Max procedures. All of Kim’s previous roles – within telecoms and has worked to inspire companies towards better customer financial services have focused on her passion of delivering engagement by demonstrating the opportunities that come world class customer experience through unrivalled employee with emerging technologies. With Kazendi’s unique service to engagement and utilising unique approaches to achieve industry prototype any idea from concept to customer in just one leading results. week, Max is speeding up innovation and challenging the status quo through radical iteration. Kazendi’s previous 17:40 CHAIRMAN’S SUMMARY clients include Unilever, Pearson, Lloyds Banking Group and many more. 17:45 Networking Party and Choir With No Name

CUSTOMER ENGAGEMENT SUMMIT 2015 15 AGENDA

HALL 3 - CHAIR: ANN-MARIE STAGG, CHIEF EXECUTIVE, CCMA

RETAIL, PART ONE 12:00 JUST LISTEN: Utilising customer stories to create the best 11:20 McDONALD’S CASE STUDY: experiences at every touchpoint Transforming people practices for a workforce of Sue Hedaux, Customer Champion, Inmoment 100,000 to meet new customer offering Janet Lenz, Head of Customer Services, McDonald’s Restaurants Retail brands are investing heavily in improving customers’ experiences, hoping to out-perform their competitors on With a workforce of over 100k people, split across 1250 what the analyst firm Gartner Group recently dubbed “the sites, we knew we had a challenge on our hands as we set new competitive battlefield.” out to evolve our people practices to support the restaurant changes. And, importantly, how we would help our customers But what do “great” experiences entail? Today’s consumers as the changes impacted them. So, what we did we do? crave more interaction and personalisation than ever Hear more about how we sprinkled a few vital ingredients before. And with an omni-multitude of channels through on our plans as we designed and brought them to life. which they encounter different aspects of your brand’s promise, the challenge to deliver the right experience at the Janet Lenz is responsible for the Customer Services team at right time is increasingly challenging. McDonald’s. She was instrumental in both establishing and setting up the department which now handles all customer Where should you start? And once you’ve begun, how can feedback for the brand in UK and Ireland. She has 25 years’ you and your team understand the ever-evolving experience in this field and her enthusiastic and motivational expectations of your customers? The most powerful source leadership style has allowed her to inspire her team to deliver of intelligence regarding those expectations is inside excellent results. customer stories. Between social media, online forums and direct feedback, consumers are sharing in abundance. Sue Janet is a key contributor to the overall customer service Hedaux, Customer Champion at InMoment, will focus on strategy and shares key insights throughout the business to how to weave Voice of Customer data into each moment of ensure the customer’s voice is heard and acted upon. truth across the omnichannel journey to drive fierce loyalty Together with her team, Janet gets involved in customer and bottom line results. service and recovery training, helping to ensure that key customer messages are communicated to UK restaurant staff.

A passionate ambassador for the customer, she has been the Sue Hedaux served as a leader in the retail sector for more recipient of some key awards including McDonald’s most than 20 years and understands the challenges and prestigious recognition for outstanding employees, the opportunities of providing great customer experiences from President’s Award. Outside of work, Janet has a keen eye for the practitioner’s point of view. Sue is a master at helping fashion and enjoys music and going to the gym. She is married brands create the right customer listening and experience to Colin and has two children, Joshua and Nathan. strategies to both support business objectives, and grow customer loyalty.

11:40 THREE CASE STUDY: Business transformation achieved by listening to the customer CUSTOMER ENGAGEMENT TRANSFORMATION Stuart Douglas, Head of Customer Strategy and Jessica Mustoo, Market Research Manager, Three 12:30 NEWSUK CASE STUDY: Winning the loyalty of Stuart Douglas is the Head of Customer Strategy at Three employees, so you can win the loyalty of customers and he has worked at the company since 2010. It is Stuart’s Sean Risebrow, Director of Customer Experience, NewsUK role to ensure that Three deliver the most enjoyable experience for their customers. The four stages of Customer Experience Transformation – Fix, Deliver, Differentiate and Delight – are well Stuart’s background is primarily in telecommunication having documented and understood. But how do you bring your spent time at O2 and BT. He has held senior roles within employees with you on the journey? What are the practical customer experience, and proposition creation and his focus activities you need to do, and when should you do it? Using has always been to deliver a great experience for customers employee stories from Virgin Media, Fidelity and NewsUK by focusing on what matters most to them. we will walk the customer experience transformation journey in the shoes of the people who really matter – Jessica Mustoo is Market Research Manager at Three, and your employees. has worked at the company since 2001. Jessica works in the Strategy, Research and Insight team, managing ongoing and As Director of Customer Experience Sean Risebrow led the adhoc primary research to drive customer strategy and transformation of Virgin Media’s customer experience from measure the impact of initiatives amongst customers. its launch in 2007 until its acquisition by Liberty Global in 2013. The turnaround in the quality of experience has been Jessica has always been a researcher, specialising at by quoted by analysts as a key element in the $5 to $53 university and working agency side before moving to increase in share price, during which the customers’ view of Hutchison 3G. She’s been part of the evolution of Three from the experience changed from bottom quartile to industry the start, and played an integral role in the company’s focus lead. Sean is one of a few Senior Executives that has and understanding of NPS and customer centricity.

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HALL 3

successfully led an organisation through the four recognised • The irrelevant contact centre – the need for a new role stages to Customer Experience Maturity – Fix, Deliver, in a digital first world Differentiate and Delight. • The omni-channel challenge – imperative, pressing and far from being met Sean worked for Fidelity Worldwide Investment in February • The analytics opportunity – the best route to 2014, to shape and drive their customer centricity personalised powerful customer experiences that’s programme. In January of 2015 Sean joined NewsUK, the ignored by so many publishers of The Times, The Sunday Times and The Sun • Techno fear – how nearly 8 out of ten contact centres where he is responsible for the Customer Experience, believe their technology is failing and why they’re Member Service and Customer Event teams. probably right • Paul’s presentation take a frank look at the contact centre’s failings in order to plot a sure course to its 12:50 VIRGIN MEDIA AND EDIGITAL CASE STUDY: recovery, re-invention and ultimate success. The power of text; using smart technology to listen, interpret and delight your customers During a 25 year career with Dimension Data and in Anna Ritchie, Research Director at Edigital Research and management consultancy, Paul has delivered Chris Beeson, Head of Customer Experience Insight, transformational programmes for blue chip organisations in Virgin Media several industry sectors, specialising in the development of customer centric business strategies. Paul sits on the UK Anna Ritchie is one of the leading insight specialists at Contact Centre Association’s industry research council and eDigitalResearch and overseas a diverse team of both leads Dimension Data’s world-renowned Global Contact researchers and technical experts in delivering bespoke Centre Benchmarking Report. solutions and actionable insight to eDigitalResearch’s growing client base. Anna has over twenty years’ worth of experience in the commercial insight world. Before joining 14:40 THE FUTURE FOR CUSTOMER TECHNOLOGY: eDigitalResearch in 2011, she worked client-side in the Insights from Amazon, Facebook and Google financial services, FMCG and telecoms sectors and brings a Stuart Dorman, Head of Consultancy, Sabio Ltd wealth of strategic research experience to her first agency- side role. In this session, we are going to brief you in on the future of consumer technology and the impact this will have on your Chris Beeson is a strategic insight professional with a strong customer service operations over the next few years. reputation for conveying actionable insight in a compelling way to influence and engage senior stakeholders. In order to provide this unique insight we will be giving an Responsible for the Net Promoter® System within Virgin overview from a trip we went on in October at ‘Silicon Media, the largest Virgin company in the world, having Valley’ where we met with companies including Amazon, worked there for 11 years. Pioneered new fields of insight in Google and Facebook, to understand what they are marketing strategy, analysis of unstructured data, advocacy launching to consumers in next few years that will affect and demonstrating the commercial benefit of customer the way you deliver service. centricity. Winner of the 2013 UK Customer Experience Award for Insight & Feedback. Stuart Dorman has over thirteen years’ experience as a call centre consultant and is currently responsible for leading the consultancy practice at Sabio. Sabio’s consultancy team is 13:10 Q&A focussed on helping contact centres to improve sales, productivity, quality and customer service through better use of technology, process optimisation and a focus on people. 13:20 LUNCH Stuart is a recognised thought leader in the contact centre industry, regularly producing thought provoking white papers, speaking at industry events and judging top industry EVOLUTION OF CONTACT CENTRES awards in Europe.

14:20 THE CUSTOMER EXPERIENCE – CAN OUR CONTACT 15:00 IN CONVERSATION WITH: CENTRES DELIVER? Findings from the 2015 global Rod Jones, Owner, Contact Centre Consulting, Peter Ryan, contact centre benchmarking report Principal Analyst, Ovum and Ian Naylor, VP Contact Paul Scott, Senior Director, Contact Centre Consulting, Centres, Virgin Atlantic Airways Dimension Data Rod Jones 75% of companies recognise the customer experience as a As an independent consultant to the industry, Rod Jones is competitive differentiator but, across every industry, internationally recognised as a Thought Leader, Industry customer satisfaction levels have fallen for four years in a Analyst, Strategic Advisor and Subject Matter Expert in the row. Despite innovation, channel explosion, and a thousand extremely complex and specialised field of customer service new ways for customers to interact, there remains a delivery. disconnect between the customer experience organisations aspire to and the realities of front line delivery in their When it comes to the strategic issues of Call Centres, contact centres. Contact Centres, Customer Experience Management

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(Including CRM, CxM and CEM) and BPS&O (Business Glenn Reynolds has, for the past 15 years, been at the Process Services and Outsourcing), the professional services forefront of developing brand-based customer experience he offers to clients draw extensively on his wealth of programmes for the likes of British Airways and more experience, to provide relevant and logical solutions to this recently within Tesco.com. Within Tesco.com Glenn has been multifaceted subject. responsible for leading the strategy, design and implementation of a customer experience programme across Experience, however, is not enough on its own: he cites the Tesco.com estate. These initiatives have delivered a step passion as being a vital element in his success and he brings change in customer satisfaction and loyalty (NPS) during a this passion to his work in assessing and auditing call centres period of unprecedented change. and contact centres and in focusing on the strategic, planning and operational issues that impact upon them. In addition, he Sue Stoneman has over 25 years experience leading large- is widely recognised for his strategy development facilitation scale transformational change and performance skills when working with executives. improvement initiatives in forward thinking, service orientated, global organisations. She has held Board and SVP Peter Ryan is a Principal Analyst in Ovum’s global IT Services positions in Sales & Marketing, Customer Service and Human practice. His areas of research are wide-ranging within Resources in blue chip, global organisations including British BPO/CRM and include company profiling, offshore and Airways, RAC, Barclays Bank and Le Meridien Hotels. She outsourcing, self-service technology and speech solutions, combines a strong academic background with a proven ability national and sectoral market segmentation/sizing, internal to deliver sustainable commercial results through an and external customer satisfaction, commercial online obsession for employee and customer engagement. For the content analysis, and economic analysis. He has written last 11 years she has run three successful businesses, one of extensively on call centers in EMEA, Eastern Europe, North which is NKD – a creative, brand internalisation agency that and South Africa, and Canada, as well as on investment in designs bespoke brand engagement and customer experience voice applications and enterprise software market events. He initiatives for some of the largest brands in the world. was recently named the 18th most influential leader in the domain of outsourcing in the Americas by the industry publication Nearshore Americas. 15:40 DUNKIN’ DONUTS CASE STUDY: Growing presence Jim Johnstone, Managing Director UK and Ireland, Peter is a prolific speaker and is well known on the Dunkin’ Donuts international conference circuit. He has presented at industry events in San Francisco, Sydney, Singapore, New Find out more about the customer strategy behind the Delhi, Paris, Prague, Moscow, Cairo, Cape Town, Mexico City, successful launch of US established brands Dunkin’ Donuts Bogota, and Buenos Aires. and Baskin-Robbins in the UK.

Ian Naylor is a results oriented adaptable leader, with a track Jim Johnstone is the Managing Director of Dunkin Brands record of innovative and customer centric business UK & Ireland. He has been with Dunkin’ Brands for 4 years transformation in large scale, multi-site, multi-channel, and is responsible for both Dunkin’ Donuts and Baskin- complex contact centres, and across retail operations. Robbins. During his tenure, Jim has overseen the launch of Dunkin’ Donuts in the UK and the continued growth of Expertise in digital customer journey re-engineering & the Baskin-Robbins. Prior to Dunkin’, Jim was with Burger King creation of customer insight capability to eliminate failure, UK where he held the positions of Operations Director and increase customer loyalty & significantly reduce cost. then Business Development Director. Jim has worked in Retail & Hospitality all of his career and has held senior Defined strategy & led operational delivery through periods positions in Punch Taverns and Thresher Wine Shops. Jim is of high growth, business start-up, multiple new initiative from Portsmouth originally and now lives in Staffordshire launch & rapid business change. Step changed end to end with his Wife and two daughters. customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies. 16:00 XCEED CASE STUDY: Shaping the experience for a better customer engagement RETAIL, PART TWO Tarek Al Shareif, Head of Off-Shoring Business Unit, Xceed

15:20 TESCO CASE STUDY: Delivering our best service Main headlines: Glenn Reynolds, Head of Customer Experience • Customer experience dynamics in today’s business. Development, Tesco.com and Sue Stoneman, CEO, NKD • The customer experience Pulse. Learning • From Service Delivery to Engagement.

For the past two years Tesco’s online shopping arm has Tarek Al Shareif is Head of Offshoring business Unit for been on a mission to restore trust in its brand, and Xceed Egypt and Morocco. With 20 years hands on recognised that the most important people to achieving this experience gained from within the Client Relationships, goal were its many delivery drivers. Hear how Tesco.com Telecom and Information Technology industries, with specific has created an integrated curriculum to focus the whole skills in Operations, Services Delivery, Client Relationship team on putting the humanity back into the online shopping Management, Business and Stakeholder Performance and experience for customers. Analysis, Business Growth and Development.

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Tarek joined Xceed in September 2014. Prior to joining Turkey’s leading, and one of Europe’s fastest growing, low- Xceed, Tarek served as Site Director for Sykes Egypt, Tarek cost airlines to become a strong full-service travel brand also held multiple regional senior roles at Microsoft that provides a one-stop-shop to its passengers. Corporation, Etisalat, in addition to his long experience in the hospitality industry working for multinational hospitality Sibel Yaman Kavuklu graduated from Istanbul Technical organizations. University’s Department of Management Engineering.

Sibel Yaman Kavuklu started off her career at Garanti Bank’s 16:15 COFFEE Department of Customer Relations Management and Marketing. For five years she was involved in the fields of customer segmentation, segment management and CUSTOMER JOURNEY communications, customer experience management and customer insight. She then led Akbank’s sales and marketing automation project as its Business and Strategy 16:40 THE 02 CASE STUDY: Development Manager. This project took first prize at the Encore – Giving the customer a reason to cheer Gartner CRM Summit. She then went onto work as a Adam Wilson, Head of Customer Relations, The O2 business consultant in marketing strategies for Is Bank and its associated companies. After eight years in the financial • A look at how The O2 provides the tools and awareness sector, she moved across to the aviation sector by joining to deliver exceptional service to our guests. Pegasus as its Marketing Manager. Sibel is currently • Breaking down customer interactions to the basics to responsible for brand marketing, customer insight, allow us to reach higher. international communications, customer experience, loyalty • Examples of how using new service channels allow and CRM at Pegasus. The O2 to exceed expectations.

Adam Wilson started his career in the call centre at 17:20 JAGUAR LAND ROVER CASE STUDY Ticketmaster in the late 1990’s, from there he went on to A day in the life of... work at the London Arena Docklands where he quickly rose Nina Jones, Global Service Director, Jaguar Land Rover from assistant to the Box Office Manager. Once the London Arena closed Adam went on to become a freelance ticketing A day in the life of customer experience in Jaguar Land Rover. manager and then to work for some of the larger London promoters on specific UK tours as well as assisting on The Hectic and challenging, but through structures, processes Brit Awards. This freelance work then lead to Adam working and most importantly people, exciting change can emerge. for Live Nation Global Touring as the European Ticketing Co- ordinator for The Rolling Stones ‘Bigger Bang Tour’, This session will consist of real-life stories of how Jaguar Madonna’s ‘Confessions Tour’ and ‘Sticky and Sweet Tour’ as Land Rover are improving the Global customer and well as a host of other large acts (Barbra Streisand/Celine employee experience, one chapter at a time. Dion/The Police/U2) from The Solo Agency’s roster.

In 2010 Adam was pleased to start work for AEG at The O2 17:40 CHAIRMAN’S SUMMARY Arena as a Ticketing Manager. When the ticketing platform moved from Ticketmaster to AXS in October 2012 Adam 17:45 Networking Party and Choir With No Name took the opportunity to take on a new challenge setting up the call centre operations for AXS and the customer service hub for The O2. Adam is currently the Head of Customer Relations for The O2 with overall responsibility for leading the Customer Service Hub and Box Office Operations.

17:00 PEGASUS AIRLINES CASE STUDY: Understanding context and consumer behaviour to enhance your offer throughout the customer journey Sibel Yaman Kavuklu, Brand Marketing Manager, Pegasus Airlines

Turkey’s leading low-cost carrier Pegasus Airlines’ Marketing Director Onur Dedeköylü discusses how Pegasus leverages consumer insight and context to deliver relevant offers and products with a ‘feel good’ factor and how their focus on not only the product but also the consumer and the whole experience, enhanced their product offering and experience. Onur further discusses Pegasus’ strategy to build on its unrivalled position as

CUSTOMER ENGAGEMENT SUMMIT 2015 19 WhateverWhatteevveer ththee timtime...e... WhWhateverattteevveer ththee chchannel...annel...

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@TPmarketingUK TeleperformanceUK TeleperformanceUK www.teleperformance.com email: [email protected] ROUNDTABLES

TIMES: 11:20, 14:20, 15:30 IADVIZE: Real-Time Customer Engagement and Community Support, a Match Made in Heaven! Chaired By Johan Guérin, Head Of International Development, and Anne-Solène Biton, Key Account Manager

How can your business build on the complementary expertise of your professional agents and brand advocates to provide exceptional customer service?

Indeed, Gartner predicted that throughout 2015, one of the dominant themes in customer service and support would be collaborative customer service processes. With the combined growth of peer-to-peer and the sharing economy on the one hand and brand loyalty on the other, customers are increasingly willing to spend time contributing to a brand community.

Join us to discuss these trends and find out how you can involve and empower your online community of loyal customers with community chat. We will also focus on the ROI that can be generated when community chat is combined with proactive targeting live chat.

See page 34 for iAdvize profile

TIME: 11:20 PC-1: Automation Vs Human Interaction - What Model Should Digital Transformation Deliver? Chaired By: Megan Neale, Executive Director Digital Transformation, PC-1

This interactive session will challenge the approach to digital transformation and how you can keep the right balance between automation and human interaction. What Analytics should you be using? How can you take advantage of Big Data and turn data into information and knowledge to give you the wisdom of customer insight that will positively impact on the customer experience. Megan Neale with you, will explore how to use insight to determine which Digital Channels and build a model that suits your organisation and customer attributes – there is no one size fits all! To end with we will discuss the road to self service and intelligent systems to support customers and how you get the balance between automation and the human touch and speaking to a real person. What’s important to your customers and when do they want to speak to you?

TIME: 14:20, 15:30 CISCO: Virtualising Customer Experience – “It’s not about the technology but what it enables” Chaired By: phil hatton and Lee Phillips, Customer Experience Specialists at Cisco

We’ve heard about the success of the Remote Advisor solution in the world’s largest building society, but what are the key attributes of delivering a great experience?

In this session we will explore the key ingredients of delivering exceptional customer experiences.

• Personalisation • Customer effort • Resolution

See page 26 for Cisco profile

TIMES: 11:20, 14:20, 15:30 CYARA SOLUTIONS: How Successful is Your Customer’s Journey? Chaired By: Simon Foot, Director of Consulting, Ember Services

• Are you virtually guessing what your customers want instead of facing the reality? • How does your customer experience really measure up? • How do you test your customer experience?

See page 34 for Cyara profile

CUSTOMER ENGAGEMENT SUMMIT 2015 21 Actively listen to your customers, and they’ll tell you how to succeed.

Listen Understand Share

InMoment gives you the tools to listen to, understand, and share your customers’ stories—however, wherever, and in whatever form they choose to tell them. Because when you have the full story, you’re able to act wisely and decisively to drive positive business results.

See what we do for 300+ brands in more than 90 countries at www.inmoment.com ROUNDTABLES

TIMES: 11:20, 14:20, 15:30 DIMENSION DATA: The Digital Customer Experience – Marketing Moves into the Contact Centre? Chaired By: Tony Smith, Contact-Centre-as-a-Service, Dimension Data and Sam Wood, Marketing Leader, Dimension Data

The Dimension Data Global Contact Centre Report tells us that digital customer interactions will overtake voice by 2017 – signalling the biggest change for contact centres in the last 30 years. It’s a challenge for marketing too. If future success demands that organisations build cohesive omni-channel customer journeys across sales, service and brand interactions, then marketing and customer management directors must work together to manage customer experience delivery at scale. In this roundtable we’ll consider the implications for your business and the shape of coalition between these traditionally separate business functions.

• How close are you? Working together to create service excellence and brand loyalty • Who owns the brand? Where service experience and brand experience meet • Who owns delivery? Managing digital interactions at scale • Sharing insight? The power of analytics to shape service delivery and brand engagement

See page 28 for Dimension Data profile

TIMES: 11:20, 14:20, 15:30 EQUINITI: Improving the Customer Experience for Death Notification in the Financial Services Sector Chaired By: Spencer Lynch, Strategy and Business Development Director and Guy Brodie, Head of Bereavement Services at Equiniti

Spencer and Guy will lead discussion on the following areas:

• Private Sector equivalent to ‘Tell Us Once’ • Digitising the death certificate • HRMC probate guidance limits and implications

See page 34 for Equiniti profile

TIMES: 11:20, 14:20, 15:30 LOGMEIN: Technology and it’s Role in Customer Experience Chaired By: Adam Barley, EMEA Enterprise Executive, LogMeIn

Attend this session to discuss technology adoption for better customer experience. Technology is an enabler to a better customer experience, providing you with differentiation, higher retention and increased conversion from various touchpoints. LogMeIn – simply connected – brings people, process and technology together to provide excellent customer experience. Join LogMeIn’s EMEA Enterprise Executive Adam Barley to help your company take the first steps, while looking a little further at what impact the Internet of Things (IoT) will have on the way we will all connect in future.

See page 36 for LogMeIn profile

CUSTOMER ENGAGEMENT SUMMIT 2015 23 Better Customer Experience Is your Biggest Competitive Advantage

StayStay Ahead with Clicktools

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Request a Demo wwwwww.clicktools.com/demo.clicktools.com/demo

ABOUT CLICKTCLICKTOOLSOOLS Since 2001, Clicktools has developed cloud applications that integrate with CRM to help businesses better understand and serve their customers. Hundreds of companies rely US: 1-800-774-4065 | UK: 0800 0432587 PPO$MJDLUPPMTnBHTIJQPGGFSJOH $MJDLUPPMT UIFQSFNJVNTVSWFZO$MJDLUPPMT nBHTIJQ PGGFSJOH $MJDLUPPMT UIF QSFNJVN TVSWFZTPGUXBSFGPSCVTJOFTT TPGUXBSF GPS CVTJOFTT [email protected] | www.clicktools.com to integrate customer feedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent data loader, empowers non-technical users to centralize data from multiple cloud BBQQMJDBUJPOT5IFDPNQBOZJTIFBERVBSUFSFEJO1PPMF &OHMBOE 6QQMJDBUJPOT5IF DPNQBOZ JT IFBERVBSUFSFE JO 1PPMF &OHMBOE 6,,XJUI64PGmDFTXJUI 64 PGmDFT  in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software. ROUNDTABLES

TIMES: 11:20, 14:20, 15:30 MARITZCX: Five Steps to Uncovering the Real Customer Experience Journey Chaired By: Mark Barnett, Sales Executive, MaritzCX

The backbone for your successful customer experience programme is a thorough understanding of the customer and their experience with the organisation’s brand, people, product and service. This process, popularly known as customer journey mapping map is a visual representation of the customer journey. Not intended to replace quantitative planning for serving the customer, the map provides a good starting point or supplement to these by illustrating the multiple touchpoints from the customer’s point of view in a way that quantitative data alone can’t do.

Five key elements captured in the map include key moments for the customer as well as positive and negative components of the experience and the attitudes and emotions that may come into play. The five are:

Step One: Build the Company View of the Journey; Step Two: Build the Customer View of the Journey; Step Three: Review the Current State; Step Four: Create Customer Experience Design Criteria; Step Five: Ideate for a Better Customer Experience

As a result of conducting a thorough customer journey mapping process you will have a more comprehensive understanding of your customer’s experience and will glean insights into how to make the most effective and successful improvements for the benefit of both your customer and your business.

See page 36 for MaritzCX profile

TIMES: 11:20, 14:20, 15:30 MERCHANTS: You Are What You Measure Chaired By: Sandra Galer, Consulting Director at Merchants and Andrew Leach, Business Development Manager at Merchants

Many organisations are still measuring what they have typically measured, they are measuring time to answer, calls abandoned, first call resolution and some form of customer satisfaction. Of these the only one with any real relevance is customer satisfaction although this is frequently being replaced by NPS or customer effort. Although Customer Effort is becoming a buzz word it is still worth considering if it is the right measure for your business. And what else should you be measuring to ensure that everything is working optimally? What is also clear is that as the use of the telephone is declining so time to answer or abandonment rates are becoming less important and less useful to manage our agents. As for first call resolution, what does that even mean anymore? With multiple channels and the use of self-service we really don’t know if a call or mail is the first time that the customer has looked for help. Why not measure customer sentiment instead?

Join us as we discuss the fact that more and more of your customers are going online to talk about you, it’s not about good or bad anymore, there is a wealth of information in between. We should be measuring THAT to get a true reflection of our customers’ experience.

See page 36 for Merchants profile

TIMES: 11:20, 14:20, 15:30 SABIO: Learning from consumer technology companies to deliver low effort customer experiences Chaired By: Kenneth Hitchen and Adam Faulkner, Owners, and Stuart Dorman, Head Of Consultancy, Sabio Sabio will take a deeper dive on some of the themes raised in the presentation on how silicon valley is raising the bar for customer service expectations and what todays companies should do.

See page 30 for Sabio profile

CUSTOMER ENGAGEMENT SUMMIT 2015 25 SPONSORS

PLATINUM SPONSOR:

Interactive Intelligence provides software and cloud services for customer engagement, unified communications and collaboration to help businesses worldwide improve service, increase productivity and re-duce costs. Backed by a 21- year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability and security. Interactive has been among Software Magazine’s Top 500 Global Software and Services Suppliers for 14 consecutive years and has received Frost & Sullivan’s Company of the Year Award for five consecutive years. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide. For more information, visit www.inin.com.

Martina Knappe, Head EMEA Marketing T: + 44 1753 418 889 • M: +44 7773071901 • [email protected]

GOLD SPONSORS:

We as consumers are ‘always on’. We’re constantly mobile and as such we expect our demands to be met immediately. Because we’re all demanding a much better service, customer experience is truly playing at the front and centre across all walks of our lives.

The technologies we access as consumers have created challenges for the organisation trying to provide us with customer service and the organisations which do not rise to the challenge run the risk of losing ground to rivals. Cisco is now ideally placed to help you address these challenges by creating an analytics- driven omni-channel service infrastructure that will support your needs now and into the future.

Kirstie Neill, [email protected] • T: 020 8824 0880 • www.cisco.co.uk/cx 9-11 New Square, Bedfont Lakes, Feltham, Middlesex TW14 8HA

Since 2001, Clicktools solutions have helped organizations transform customer experience to consistently drive improvements and profits. The company’s flagship software, Clicktools, enables companies to collect, centralize, and act on customer feedback using surveys, call scripts, and web forms that integrate with CRM. Clicktools’ low-cost, intelligent data loader, Syncfrog, empowers non-technical users to centralize data from multiple cloud applications. The company is headquartered in Poole, England, UK with US offices in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software.

Samantha Lang, Marketing Communications Manager • [email protected] T: (800) 774-4065 • www.clicktools.com

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Our clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, to provide high Return on Investment. Our award-winning customer engagement model, Confirmit Voices® provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.

Joe Lenny • +44 20 3053 9376 • Joe.lenny@confirmit.com

26 CUSTOMER ENGAGEMENT SUMMIT 2015

SPONSORS

Creative Virtual is a world leader in self-service solutions that enable anywhere, anytime customer engagement. Leading organisations rely on our award-winning V-Person™ technology to improve their customer support experience, increase sales, reduce costs and build brand loyalty.

Backed by an experienced, expert team, our innovative virtual agent, knowledge management and business intelligence platform empowers organisations to provide customers with consistent, accurate, personalised and seamless omnichannel engagement. Delivering significant contact deflection and reductions in average call handling times, along with powerful customer analytics and outcome tracking, the V-Person Smart Help platform is the most compelling self-service product in the world today.

For the contact information E: [email protected] • T: +44 (0)20 7719 8332 • www.creativevirtual.com

Dimension Data is a global provider of technology and related services for advanced multi-channel customer engagement. Out solutions support more than seven billion customer and citizen interactions every year for clients the world over. Today we are leading the development of cloud-based solutions that give our clients valuable operational flexibility and economic freedom as they evolve their customer and citizen management operations to meet the demands of a multi-channel world.

Technology is only part of what we do. Through benchmarking and consultancy, and by running our own customer management and business process outsourcing business, we bring a unique insight to organisations eager to keep pace with evolving consumer expectations.

Tony Smith • 44 (0)7964 899 891 • tony.smith:@dimensiondata.com • www.dimensiondata.com/CCaaS

eDigitalResearch is the leading provider of SaaS Voice of the Customer programmes & empower businesses to make critical decisions through customer insight. By combining our proprietary technology with focused insight and thought leadership, we’re able to provide a truly unique solution – from real-time closed-loop customer feedback to Panels and Communities.

At eDigitalResearch, we believe it is crucial that technology and research expertise work and develop and-in-hand to keep ahead of the evolving needs of our clients. Only in this way can we maintain our leading position, reputation and track record of growth that we have enjoyed since we pioneered digital customer insight in 1999.

eDigitalResearch, Vanbrugh House, Grange Drive, Hedge End, Hampshire, SO30 2AF +44 (0) 1489 772920 • +44 (0) 1489 772922 • www.edigitalresearch.com

Ember Services is a customer management consulting and analytics services business with a deep understanding of what drives performance, and how to effect change. We deliver financially driven customer management strategies and operational delivery solutions that increase commercial value from customer operations. Recommendations are derived from robust analysis that validate investment decisions and help organisations to realise commercial value from their customer engagement activities and achieve tangible business benefits. Our advice is based upon years of first-hand experience as customer management practitioners. We offer wide-ranging and complementary skills and provide industry insight and independent viewpoints on best practice to create innovative and tailored solutions.

Sue Rix E: [email protected] • M: +44 (0) 7494 559488 • www.emberservices.com

Grass Roots helps brands connect with the people important to their business: customers, employees and channel partners. Our products and services are based on the fundamental principles of 'communicate, educate, measure and reward', to drive acquisition, retention, advocacy and business growth. We've been in business since 1980, and can also tick all the right boxes when it comes to technology, process, systems and support.

All over the world, we're inspiring people.

Sarah Wood, Client Director, Customer Engagement T: +44 1296 739990 • M: +44 7885 433020

28 CUSTOMER ENGAGEMENT SUMMIT 2015 The next wave of the Internet lets teams work without walls

cisco.co.uk/cxcisco.co.uk/cx SPONSORS

InMoment™ is a cloud-based customer experience (CX) optimisation platform that helps brands leverage customer stories to inform better business decisions and create more meaningful relationships with their customers. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to more than 350 brands in 95 countries. The company is the leading VoC vendor for the food services, hospitality, retail, and contact centre industries, with expertise in B2B, financial services, lodging, and numerous others. For more information, visit www.inmoment.com.

Duncan Ramm, Account Development Manager E: [email protected] • T: 07539176439 • www.inmoment.com

We help people fall in love with their brands and become the walking talking adverts for their organisation.

This is done by unleashing the power of emotion in your organisation, resulting in millions of engaged employees and customers. We help our clients go ‘somewhere new’ – to create the ‘missing ingredient’. So nothing we do is off the shelf. Ever. Instead we take the time to engage with your people and learn about your brand. We then craft a bespoke experience combining real science and creativity that brings your brand to life for both employees and customers.

Will Sargent, Director • [email protected] • 0203 4700 238 James Hynes, Client Services • [email protected] • 0203 4700 248

KPMG Nunwood provides an end-to-end approach to customer experience management: a platform to move organisations from the desire to excel, through change, to leading performance.

To do this, KPMG Nunwood combines voice of the customer / NPS Programmes, customer journey mapping & experience design and customer experience strategy, helping clients to tackle common customer experience problems more effectively.

KPMG Nunwood’s Excellence Centre provides the basis for this, as one of the largest international studies of best practice, it focuses on researching, analysing and applying customer experience best practice from around the world.

Tim Knight, Director, KPMG Nunwood T: 07812 022538 • E: [email protected]

Sabio, winner of the 2015 Avaya Technical Excellence Award, is a customer contact technology specialist focused on delivering exceptional customer service strategies and solutions, partnering with leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services working with many major organisations across the UK including Argos, Brewin Dolphin, Business Stream, Eurostar, Leeds City Council, Office Depot, Unibet, Yorkshire Building Society and multi-award winning Lebara Mobile. For more information, visit www.sabio.co.uk, follow us on Twitter at http://twitter.com/sabiosense, or contact:

E: [email protected] • T: 0330 0240 216

30 CUSTOMER ENGAGEMENT SUMMIT 2015 Contact CentreCentre as a Service is the new way to achieve best-in-class Find out how Contact Centre-as-Centre-as- multi-channel customer engagement. Pay only for the technology you use. a-Service No lazy assets. No wasted capacity.capacity. can securesecure your customer FreedomFreedom to flex: Scale capacity up or down to match peaks and troughstroughs management future.future. in customer demand. Email us at FreedomFreedom to experiment: Experiment with new functionality [email protected] and advanced applications to proveprove their value for your business. FreedomFreedom to plan: Look ahead with confidence, knowing we will maintain www.dimensiondata.com/CCaaSwww.dimensiondata.com/CCaaS CCaaS’ leading-edge status. A comprehensivecomprehensive suite of contact centrecentre technology deliverdelivereded via the cloud. SPONSORS

Founded in 2008 in Germany, our methods entice the participants from their passivity, involve them and give them lots of scope for active participation, networked interaction and creativity.

The result: live communication comes to life in the truest sense of the word. Real-time voting, the interactive and networked development of ideas, strategies and solutions and collective games are the very opposite of conventional, cognitively overloaded information events. With 4 offices worldwide and over 3500 meetings & events supported we are focused on turning the audience into participants

Héctor A. Venegas, Dipl. Jur., CEO. SwarmWorks Ltd. Langbaurghstr. 17, 53842 Troisdorf, Germany T: +49 2241 12352 25 • M: +49 151 24028571 • E: [email protected] www.swarmworks.com

Teleperformance is the worldwide leader in outsourced multichannel customer experience management with around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands 2014”. We help brands develop and evolve their customer experience strategies whatever the channel used to help clients optimise the value of their customer relationships at every stage of the customer lifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people, regardless of channel or device - to help them achieve their desired outcomes. Our business succeeds through our greatest asset - our people, to help brands succeed in theirs.

William Carson, Head of Market Engagement E: [email protected] • T: 07967 698 709

“Xceed is the leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of more than 2,200 web enabled multi channels stations. Xceed manages various outsourcing agreements with key government & commercial accounts in different European languages.

Xceed core objective is to deliver superior quality and value to its clients in every aspect of the CRM cycle. "Xceed currently operates from (4) sites within Cairo; two of the sites are operating full time. The other site is utilized as back up site for business continuity purposes. Capitalizing on its ground breaking success, Xceed has an additional contact center in the Morocco technology Park; “CasaNearshore Park. Xceed manages programs for clients covering (4) different continents, in (7) different languages”.

Hossam Nazmi, Sales and Marketing Director T: +202 3776 3000 • F: +202 3776 3001 • D: +202 3776 3014 • M: +2012 22120 007 [email protected] • www.xceedcc.com

Zendesk is a beautifully simple customer service platform. Using Zendesk, companies build upon and evolve through three pillars of the platform. At each stage of their progress, companies achieve greater engagement and form better relationships with their customers - the keys to maintaining a competitive advantage. Today more than 64,000 companies use Zendesk to provide service to millions of people worldwide. www.zendesk.com

Patricia Hyde, Field Marketing Manager • E: [email protected] • www.zendesk.com

32 CUSTOMER ENGAGEMENT SUMMIT 2015 FRIDAY 2ND DECEMBER 2016 VICTORIA PARK PLAZA, LONDON

The inaugural 2016 Engage Awards takes will be held on the same day as our flagship Customer Engagement Summit, now in its 5th year and recognised as the largest and most prestigious customer and employee engagement event in Europe. Our aim is to quickly establish the Engage Awards to the same pre-eminent position.

The Awards will showcase organisational excellence and also recognise individuals who have accomplished significant achievements within the customer and employee engagement market.

The Engage Awards generates a great return for all entrants. Entering the Awards offers access to our respected judges, networking events and business leaders at the awards night, entry includes a complimentary seat at the ceremony.

Our panel of impartial and highly recognised industry experts will judge this year’s inaugural Award categories which cover strategic areas of engagement capturing examples of excellence from organisations that are directly improving their customer and employee engagement strategies, improving retention, loyalty, productivity and bottom line performance.

Good luck and we look forward to receiving your entry!

Celebrating inspirational customer and employee engagement excellence www.EngageAwards.co.uk For sponsorship information contact Nick Rust: E: [email protected] • T: 01932 506 301 • M: 07968 416007 Engage Awards are organised by Engage Business Media Ltd. Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG SPONSORS

SILVER SPONSORS:

iAdvize is the leading real-time customer engagement platform in Europe. Its smart monitoring, filtering and targeting solution enables businesses to connect with the right online customers, on social media and on their website via Click to Chat, Click to Call and Click to Video. This approach helps transform visitors into customers and customers into brand ambassadors. With Community Messaging, loyal customers can join brand communities and take part in enhancing the online customer experience of the brands they support. The 150 key performance indicators within the platform enable businesses to monitor the impact on satisfaction and sales.

Thanks to iAdvize, leading companies worldwide, including House of Fraser, Air France, Monster Worldwide, Europcar and Lacoste, have boosted online sales, reduced contact costs and improved customer satisfaction. iAdvize is used by 2,500 websites in 40 different countries.

E: [email protected] • T: +44 (0) 203 445 0904

Cyara is the world’s fastest growing provider of an omnichannel customer experience testing and monitoring platform. Founded with a focus on making its customers successful, Cyara enables rapid innovation of the customer experience to achieve better customer outcomes, while dramatically reducing the cost of development and testing, and minimizing the risk of exposing customers to poor customer experiences. The Cyara Platform provides a foundation for organizations designing and testing the customer experience throughout the testing lifecycle, across all customer interaction media, and across the entire technical architecture.

Typically Cyara customers innovate 40% to 70% faster than their peers, and reduce the time and expense for testing their software by a third or more compared to manual testing, while providing better test coverage to identify and correct issues in their customer experience environment. In addition to testing, Cyara also provides active monitoring of the customer's environment. From self-service applications to voice biometrics, Cyara provides leading-edge solutions to some of the most recognizable brands in the world. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara Platform.

Chris Limm, Sales Director UK & Ireland, Cyara [email protected] • 07798 694767 • www.cyara.com

Smart solutions in a complex and changing world The world has never been more complex, daunting or exciting. Game-changing technologies. Greater choice. A constantly shifting environment. For those who rise to the challenges, the opportunities and rewards are limitless.

To stay ahead, you need the support of an intelligent provider and that's where we come in. Our activities are often mission-critical but not core to your business. We take care of these, leaving you free to focus on what matters most.

We provide sophisticated administration, processing and payments services powered by up-to-the- minute technology. We keep things running smoothly for some of the best-known brands and public sector organisations in the UK.

We are always looking to improve and extend the range of services we offer, because you can never be too ready for the future, whatever that future looks like.

Spencer Lynch, Director of Strategy and Business Development, Bereavement Services M: +44 (0) 7425 626 653 • www.equiniti.com

34 CUSTOMER ENGAGEMENT SUMMIT 2015 Fizz™: VoiceVVooice of the Customer SoftwareSoffttware Help colleagues create customer excellence.

ContactContact us to find out more about our services:services:

Customer Experience Design Strategic Insight NPSNPS,, Fizz™:Fizz™: VVoVoiceoice of Experience and JJourneyourney and InInvestmentvestment Measurement and the Customer Strategy Mapping Analytics VVoiceoiceifth of the SoftwareSoftware Customer

Tim Knight DavidDavid ConConwayway Director Director [email protected]@kpmg-nuwood.co.uk [email protected]@kpmg-nunwood.co.uk 0781207812 022538 wwwwww.nunwood.com.nunwood.com 0781207812 119124191241 SPONSORS

SILVER SPONSORS:

Simplifying how people connect to their colleagues, employees, devices and the world around them to solve some of the world’s most complex problems, LogMeIn has grown to become one of the world’s leading SaaS companies with over 800 employees in 8 offices around the world.

Having connected over 300 MM devices to a LogMeIn cloud service since 2003, we have not only capitalized on but fueled the modern way of working – remote, efficient, mobile, productive. And we’re continuing to transform business and lives by helping build the “Internet of Things”.

All of this is possible through our simple edifying belief that possibilities increase with connectivity.

Marie Kruger, EMEA Regional Marketing Manager 1-9 Hills Place, 5th Floor, 215/217 Oxford Street, London, W1F 7SA, United Kingdom E: LogMeIn.com • T: +44 20 7851 9701 • M: +44 798 4701 659

MaritzCX started with the simple idea that businesses need more than scores and reports to meet their customer experience (CX) challenges in the 21st century – and that idea drove us to combine the deep expertise of a proven research leader with the speed and innovation of a modern tech startup. The result is a faster, smarter approach to CX that gives businesses the power to see, sense, and act on the experiences of every individual customer – across every touchpoint-live.

E: [email protected] • DL: +44 (0)1494 590659 • www.maritzcx.co.uk

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards. We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors. We think, design and deliver integrated customer experiences. Follow us on Twitter @CCMerchBPO and LinkedIn Lisa Roos , Business Development Director, Merchants E: [email protected] • T: +27 83 3951309 • www.merchants.co.za

36 CUSTOMER ENGAGEMENT SUMMIT 2015 WWee uunleashnleash thethe ppowerower ooff ppeople-fuelledeople-fuelled bbrandsrands

75 Wells Street – 2nd Floor, London W1T 3QH United Kingdom T. +44 (0)203 4700 230 [email protected] EXHIBITORS

Customers are extremely important. If it is difficult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why shaping customer interaction by delivering a unique customer experience at every customer touchpoint is a key part of running a successful business.

From its global network of 26 sites and Building on Bosch’s reputation for high standards and excellent service; Bosch Service Solutions design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investments.

www.boschservicesolutions.com

Jackie Chapman, Head of Business Development E: [email protected] • T: 07971 069 497

Isobel Rogers, Business Development Manager E: [email protected] *• T: 07964 110 840

C3 Partners brings a radically different approach to transforming organisational performance, that is centred unambiguously on the customer.

Our Customer-Centred Framework is used by leading organisations in both Public and Private Sectors to put their customers at the heart of everything they do.

The framework builds a dialogue with customers that reveals the clearest possible view of performance. Using the customer as a compass we simplify complexity, inform strategic choices and guide implementation.

Our people are recognised leaders in the field of customer-centred transformation. Many have held senior roles in prominent businesses that have flourished by being customer centred.

E: [email protected] • T: 0207 101 0737 • www.c3-partners.com

Eptica is a leader in multichannel and multilingual customer interaction management software, covering the email, web, social media, chat and agent channels.

The Eptica customer engagement platform is designed around a central knowledge base, powerful workflow and Eptica Linguistic Services™, advanced linguistic capabilities that enable organisations to quickly understand the tone, sentiment and context of digital interactions and automatically deliver personalised service.

Available on premise or as a Software as a Service solution, the Eptica Customer Engagement suite enables organisations to improve engagement with customers, increase efficiency and drive sales by delivering fast, consistent and personalised responses to their queries, through their channel of choice.

Pauline Ashenden, Marketing Manager UK & Ireland E: [email protected] • T: +44 (0)118 949 7072 • www.eptica.com

For over a decade numero has helped organisations to deliver exceptional customer experiences and transformational change via our technology and consultative services.

numero solutions have been designed from the ground up to address the challenges of an omni-channel world where organisations need to effectively streamline complex customer journeys and maximise returns. numero ensures that communication with the customer is intelligently analysed, routed through the right business process and acted upon irrespective of the channel.

Our solutions include Customer Self Service, Contact Centre, Social Media, Intelligent Automation & Robotics, Unified Agent Desktop and Business Transformation & Consultative services.

Phil Capper, Account Director E: [email protected] • T: +44 161 475 0314 • M: +44 7921 749 785 www.thisisnumero.com

38 CUSTOMER ENGAGEMENT SUMMIT 2015

EXHIBITORS

Pitney Bowes (NYSE: PBI) is a global technology company offering innovative products and solutions that enable commerce in the areas of customer information management, location intelligence, customer engagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately 100 countries around the world rely on products, solutions and services from Pitney Bowes. For additional information, visit Pitney Bowes at www.pitneybowes.com/uk

Post-event inquiries: Marian Kennedy, Customer Engagement Specialist T +44 (0) 1491 416814 • M +44 (0) 7860 910857 • [email protected] • pitneybowes.com/uk Pitney Bowes, The Smiths Centre, Fairmile, Henley-on-Thames RG9 6AB

Transform the way your people engage with your customers The changing market place, enhanced customer expectations, and the capability to develop people when time and budgets are restricted are just a few challenges impacting on our clients businesses. These can be barriers preventing your people having consistently brilliant conversations – essential if you are looking to influence customers buying decisions, enhance your customer service or create a customer- centric culture that drives greater loyalty.

The power to influence and manage these customer experiences relies on ensuring your people are more skilled, motivated and customer focused than you thought possible. To make this happen deep connections between your people, your customers and your organisation are required. Procter will help you create a tailored development approach that changes mindsets, breaks existing habits, and enables your people to think and act in a fresh, different, and customer focused way.

Typically we work with clients to – • Inspire Customer Focused Mindsets – break existing habits and empower your people to think and act in a new, different and focused way. • Build courageous and connected leaders – we help them to see the impact of their actions and develop the skills to transform their team’s performance. • Deliver consistently brilliant conversations – we can give your people the vision, belief, skills and motivation to deliver consistently brilliant conversations. Want to know more? Contact us at [email protected].

Rebecca Grey-Smart, Head of Client Services E: [email protected] • T: 07976 749275 • www.procter.co.uk

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative and affordable customer relationship management (CRM) solution on the market. By placing the individual at the center of its solution, SugarCRM is putting the “i” in CRM and empowering people at all levels of an organisation to better understand and engage with customers. Based in Silicon Valley, SugarCRM is backed by Goldman Sachs, Draper Fisher Jurvetson, NEA and Walden International. More than 1.5M individuals in over 120 countries rely on SugarCRM.

Evi Richard, Marketing Manager, EMEA +49 89 1 89 17 22 55 • [email protected] • www.sugarcrm.com

40 CUSTOMER ENGAGEMENT SUMMIT 2015 Audience engagement is the key

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SwarmWorks Ltd. SwarmWorks, Inc.

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Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputation for openness and support amongst its members. Our events and our members’ interactions typically represent genuine knowledge sharing in the interest of furthering the study and practice of Business Psychology.

In this context, the ABP continues to encourage and facilitate networking amongst all academics and practitioners in our membership in order to share knowledge and professional experiences. We facilitate this networking through: • Online discussion forums • Regional speaker events • Local networks’ meetings • Annual Conference

Additional networking, coaching, peer-review and mentoring arrangements can also be initiated via our ABP Connections service.

E: [email protected]

Formed in 1994, the CCMA is the longest established association representing the call centre industry in the UK. We support contact centre managers through providing opportunities to network; to openly share best practice and to increase their skills and knowledge through specialist training.

Our aim is to offer timely and impartial advice to our members; to keep contact centre leaders in touch with changes in their industry; to provide credible benchmarking information and to help individuals maintain an awareness of the latest trends and developments.

The Associations board is made up of call centre professionals who work full time in the industry and give up their time voluntarily to support the association and its members.

T: +44 (0)844 8000623 • E: [email protected] www.ccma.org.uk • www.ukcontactcentreawards.co.uk @ccmatalk

The IDM is a modern, forward-looking institute, alert to new and emerging applications of technology in marketing. It is dedicated to keeping the profession abreast and skilled in new techniques, new media and new practices.

Our training portfolio includes over 40 short courses and a range of qualifications from Award level through to Postgraduate. Every training experience is devised by real-world practitioners with a proven track record of success, committed to developing your capability to do more, better, faster.

Over the last 25 years we’ve trained 70,000 professionals across 28 countries and have a rapidly growing alumni of IDM-accredited marketers.

Harsha McArdle, Head of Events E: [email protected] • T: 020 8977 5705

Purple Cow Media stands for editorial excellence, independent voices, high-quality research and clean, eye-catching design.

We love the internet, social media, blogs and platforms, but we are passionate about print: print confers value, exclusivity and a tactile relationship with the product. People turn to the Internet for news, opinion and chatter; people turn to magazines because they reflect something about the reader's life and aspirations back to them.

Any magazine carrying our logo means cutting-edge, challenging and hype-free content, coupled with hard-hitting, topical features. We promise to give a platform to emerging thinkers and strategists, not just the usual suspects.

Jon Yarlett • E: [email protected]

42 CUSTOMER ENGAGEMENT SUMMIT 2015 BRILLIANCE WITH CUSTOMERS ...requires consistently good delivery of customer basic needs, allowing you to inspire them with your innovation.

Getting the blend right transforms performance.

The C3 Partners Customer-Centred Framework Recovery ...enables you to deliver Innovation your customers this, using Basics as your compass.

Customer CentreCentredd Business TrTransformationansformation

w c3-partners.com t 0207 101 0737 PARTNERS

The Peer Awards celebrate innovative customer, employee and community engagement initiatives. They are unlike any other in that the selection of winners is transparent. This is because entries are judged by peers (other finalists) rather than by a preselected panel of ‘experts’. This open approach means that people have the opportunity to learn from one another and to connect with inspirational fellow professionals.

Winners are announced and celebrated at a special awards ceremony in a Central London hotel, and feature in the Independent newspaper and at The Times website. The Peer Awards are judged online and so are entirely global.

Stephen Citron E: [email protected] • T: 020 8395 8886

Raising Standards in Customer Operations As champions of best practice and professional development in customer contact, The Forum are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus.

Our team of independent experts offers advice and support, enabling members to make a tangible impact in their organisation and show how the capability of each support function is fundamental to the business, through specialist accreditation, qualifications and standards benchmarking.

Our four communities of continuous improvement, sharing best practice and developing new approaches are: • Professional Planning Forum • Quality & Customer Experience Forum • Data, Analytics and Insight Forum • Customer Strategy & Leadership

T: 0333 123 5960 • E: [email protected]

BOOK PROMOTIONS

Described by the Financial Times as "the most refreshing approach to diversity I have read", Rewire offer a new perspective on tackling diversity and difference in the workplace. It critiques current thinking and practices that are responsible for slow progress in this area, while offering a new, holistic and tactical perspective that leverages what we know about influencing and changing people’s mind-sets. The authors, who have worked in a number of leading organizations, including Caterpillar, American Express, HSBC, Towers Watson and the NHS, put forward a new approach, based on years of experience of achieving both individual and organizational change. They present a wide range of social, psychological and organizational factors that influence how we think and operate, as well as a practical method to create more inclusive, effective and innovative environments.

Pooja Sachdev E: [email protected] • T: 07957584492 Twitter: @poojasachdev77 • Facebook: https://www.facebook.com/RewireDiversity

My Steam Engine Is Broken/The Human Energy Organisation The Human Energy Organisation’s eGap diagnostic allows organisations to explore the ‘human energy gaps’ that exist in even the most forward-looking operations. The sophisticated but easy-to-use online diagnostic reveals the gaps between employees’ aspirations and their actual experience of the workplace across the ten core organisational dimensions explored in My Steam Engine Is Broken: Taking the organisation form the industrial era to the Age of Ideas. Each organisation’s unique profile reveals and quantifies the key dimensions (Control, Leadership, Communication etc.) where employee dissatisfaction is leading to disengagement and loss of energy.

The Human Energy Organisation www.humanenergy.org.uk Dr Mark Powell, Partner, [email protected] • T: 07920 835556 Jonatan Gifford, Partner, [email protected] T: 07720 884320

44 CUSTOMER ENGAGEMENT SUMMIT 2015 EmpoEmpowerwer businesbusinesss decisions thrthroughough cuscustomertomer insight A unique ccombinationombination of SaaS ttechnology,echnology, ffocusedocused insight and thought lleadershipeadership

+44 (0) 1489 772920 [email protected] edigitalresearch.comedigitalresearch.com twitter.com/eDRtweettwitterr..com/eDRtweet ENGAGING CUSTOMERS AND EMPLOYEES BY LOOKING GOOD

When thinking about your customers, and how they perceive your business as a market leader, trust remains a key issue, and should not just be left to the ‘CSR’ agenda in the organisation. You can make a real difference through the way that you engage with your employees and build on the commitment that they can have to you as a trusted and good employer and brand to work for. Who wouldn’t want their brand to have a soul, and to have a business filled with good people who care.

For employees to get better engaged, trying to find initiatives and food for the soul. They’re truly wonderful and unique, and need all activities that are valuable, meaningful, relevant and yet fun is the help they can get to keep going. And you can join in. Both today tough. Aligning with charities has long been a possibility but this and through employee events in the future that will make brings real challenges about how best to engage and to benefit all everyone just that little bit happier. concerned in the most meaningful way. It’s long since established that ‘painting rooms’ is actually not as useful or appreciated as Volume48 are delighted to present “Choir with No Name” at we’d like to think. A group of well-meaning accountants or call today’s conference, they are here today not just as the charity centre agents trying to build a shed or dig up weeds – while great partner of the Engage Summit, but as an example of the new style for team building - in most cases is doing little for the good causes of customer and employee engagement opportunities where they seek to help. Sometimes it is cheaper and better for the everyone benefits. As an example, one of the events we offer is a charity to get a professional in to do it. So what can you do that is singing workshop with the choir. You’ll be led by talented, good? committed people who had lost their voice in society, but are now part of something bigger, and have truly found themselves. The At today’s conference you can experience just a taster of how day is uplifting, empowering, and something never forgotten. And Volume48 can help bridge the gap between employee engagement you can do this for your staff. and effective charity initiatives for your business. All our events are carefully selected to be genuinely positive for you, your teams Volume48 support the choir and other charities by working with and the causes we work with. them to put on professionally managed employee engagement programmes to use as training, away days, team-bonding or Volume48 work with smaller charities who are usually less able to something a little out of the ordinary. Volume48 will work with you coordinate valuable engagement with businesses. One of our to find the best bespoke days and programmes to work on with charity partners, for example, is a choir: the ‘Choir with no name’ you and your teams. who are here today. This charity primarily support people who have experienced homelessness, by bringing them together to find We look forward to talking more about them with you, and hearing comfort and companionship through song. They ask for no about your interests and challenges for finding ways to get your auditions, and offer no judgement. Once a week they all sing staff fulfilled and engaged, as well as to find the soul of your brand together, offering those who attend both food for the body, and through your people.

www.volume48.co.uk 0208 953 4749 [email protected]

46 CUSTOMER ENGAGEMENT SUMMIT 2015

FUSIONCREATING

approachh to custom employee engagement is actio and rewardingng behaviours and resultsr can all be easier than you might think. achieved seamlessly through a single programme.ogramme. The end result is loyalty, advocacy and increased returns from the people important to your business, stronger and more developed customer relationships, passionate employees, and competitive advantage. It’s all about FusionFusion - come and pay us a visit Jamie Thorpe +44 (0)1442 829400 on STANDSTTAAND 9 or at the Employee & Customer wwww.grassrootsgroup.comww.grassrootsgroup.com Engagement session (2:20pm in Hall 1) and let us show you what we mean. OFFICIAL SUMMIT CHARITY

The Choir with No Name are delighted to be the official charity partner of the Engage Customer conference.

We run choirs primarily for people who have experienced homelessness with the aim of enabling members to make friends, build confidence and find their place in society. We have two choirs in London, one in Liverpool and one in Birmingham, with over 120 active members and counting!

For many of our choir members the support of family and friends is dedicated member of staff to work towards their aspirations, both absent. We provide a positive space where they can come together musically and in other areas of their lives. in trust, support each other’s endeavours, musical or otherwise, and offer an opportunity to learn new skills and forge lasting “People don’t realise that anybody can find themselves homeless relationships. We were founded on the premise that singing for all sorts of reasons: I was lost and didn’t know how to find any makes you feel good - it distracts from the negative things in life direction. Quite simply, The Choir with No Name has given me and is proven to be beneficial to both physical and mental health. something to live for." Bill, choir member. Ultimately, we want all our members, volunteers and audiences to The choir also offers support beyond singing. After each rehearsal enjoy themselves, so having a laugh in rehearsals and at we sit down together for a hot meal where staff and volunteers are performances is crucial. We’re an ambitious bunch, and have high on hand to offer support and a good chat! One of our most exciting hopes for the future so your support today can help us grow, and projects is our pilot ‘Moving On Up’ programme, in which members continue to provide hope and happiness to hundreds of people of our North London choir are offered one-to-one time with a affected by homelessness every year.

If you’ve enjoyed our performance here today, come and join us at our Big Christmas Singalong concert on December 11th at the Royal Festival Hall. Tickets £12 with 20% discount for group bookings of 10+. For details of where to buy tickets, visit www.choirwithnoname.org/come-gig or e-mail [email protected] for more information

Follow us on twitter: @choirwithnoname or Like us on Facebook: www.facebook.com/choirwithnoname

TO DONATE: https://www.justgiving.com/CES2015/ Text FAN to 70300 to give £5 a month or: www.choirwithnoname.org/get-involved/donate

CUSTOMER ENGAGEMENT SUMMIT 2015 49 Established in 2005, with offices in France, Japan, China and the United States, Aldebaran designs, produces and sells interactive and caring humanoid robots. Aldebaran currently has over 450 employees involved in the development and production of robots. Aldebaran believes in a future where interactive, communicating robots will accompany humans in their jobs and homes and assist them in their daily life. Our robot family today consists of three robots: NAO, Pepper and Romeo. With the exception of Romeo, who is today still a research platform, our robots are used in more than 70 countries in various sectors, such as research, education, retail, care, tourism, entertainment and much more. Aldebaran is a SoftBank Group company, holding 96% of its capital.

www.aldebaran.com [email protected]

50 CUSTOMER ENGAGEMENT SUMMIT 2015 +44 20 3053 9333 CUSTOMER ENGAGEMENT SUMMIT 2016 FRIDAY, 2 DECEMBER 2016 VICTORIA PARK PLAZA, LONDON

The only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer retention, loyalty and business performance and profitability.

ALSO COMING NEXT YEAR CUSTOMER ENGAGEMENT IN FINANCE 21 & RETAIL FORUM DIRECTORS FORUM FUTURE OF THE CONTACT OCT 2016 FRIDAY 21ST OCTOBER 2016 11 CENTRE LEADERS FORUM MAR 2016 FRIDAY 11TH MARCH 2016 INTERNAL COMMUNICATIONS 03 DIRECTORS FORUM NOV 2016 EMPLOYEE ENGAGEMENT THURSDAY 3RD NOVEMBER 2016 14 SUMMIT 2016 APR 2016 THURSDAY 14TH APRIL 2016 02 ENGAGE AWARDS FRIDAY 2ND DECEMBER 2016 DEC 2016 VOICE OF THE CUSTOMER 12 DIRECTORS FORUM MAY 2016 THURSDAY 12TH MAY 2016 For sponsorship information contact: Nick Rust - E: [email protected] • T: 01932 506 301 CUSTOMER EXPERIENCE STRATEGY Claire O’brien - E: [email protected] • T: 01932 506 308 23 AND INNOVATION LEADERS FORUM engagecustomer.com JUN 2016 THURSDAY 23RD JUNE 2016 engageemployee.com CUSTOMER ENGAGEMENT 23 TRANSFORMATION DIRECTORS FORUM engageawards.co.uk SEP 2016 FRIDAY 23RD SEPTEMBER 2016 @EngageCustomer @EngageEmployee #EngageSummits