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OFFICIAL CUSTOMER EVENT ENGAGEMENT GUIDE SUMMIT 2016 TUESDAY, 8 NOVEMBER 2016 WESTMINSTER PARK PLAZA, LONDON TECHNOLOGY THE GREAT ENABLER PLATINUM GOLD ORGANISED BY: CustomerEngagementSummit.com @EngageCustomer #EngageSummits Find out more: www.verint.com/customer-engagement THE TEAM WELCOME Steve Hurst Editorial Director E: [email protected] T: 01932 506 304 Nick Rust WELCOME Sales Director E: [email protected] T: 01932 506 301 James Cottee Sponsorship Sales E: [email protected] T: 01932 506 309 Claire O’Brien Sponsorship Sales E: [email protected] T: 01932 506 308 Robert Cox A warm welcome to our fifth Customer Engagement Sponsorship Sales E: [email protected] Summit, now firmly established as Europe’s premier T: 01932 302 110 and most highly regarded customer and employee Katie Donaldson Marketing Executive engagement conference. E: [email protected] T: 01932 506 302 Our flagship Summit has gained a reputation for delivering leading-edge world class case-study led content in a business-like yet informal atmosphere which is conducive to delegate, speaker Claire Poole and sponsor networking. It’s a place both to learn and to do business. The overarching theme of Conference Producer this year’s Summit is ‘Technology the Great Enabler’ as we continue to recognise the critical E: [email protected] role that new technologies and innovations are playing in the fields of customer and employee T: 01932 506 300 engagement. Dan Keen We have several new elements to further improve this year’s Summit – not least our move to Delegate Sales E: [email protected] this new bigger venue, the iconic London Westminster Bridge Park Plaza Hotel following on T: 01932 506 306 from four hugely successful Summits at the London Victoria Park Plaza. James Hitchinson Also new for this year is an algorithm based 1-2-1 Meetings Networking App. This technology Delegate Sales gives you the visibility of everyone who has registered and the opportunity to reach out and E: [email protected] connect with your peers, extend your network and pre-organise meetings in our brand new T: 01932 506 305 Networking Lounge. Alex Webb These additions and improvements are all designed to enhance the customer experience Delegate Sales enjoyed by delegates, speakers and sponsors attending the Summit. E: [email protected] T: 01932 506 303 Yet another first is that this year’s Summit is being held on the same day and at the same venue as our inaugural Engage Awards – the only customer and employee engagement Awards Dan Skinner programme. Delegate Sales E: [email protected] The chief aim of this Summit is for our delegates to go back to their organisations armed with T: 01932 506 307 all the tools, strategies and techniques they need to deliver successful long term customer and Sabrina Clarke employee engagement strategies to create and maintain sustainable competitive advantage. Finance Department Have a great day. E: fi[email protected] T: 01932 500 103 Steve Hurst, Editorial Director, Engage Business Media CustomerEngagementSummit.com @EngageCustomer #EngageSummits EngageCustomer.com Customer Engagement Summit is organised by Engage Business Media Ltd Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460 1 REIMAGINE THE FUTURE OF CUSTOMER ENGAGEMENT Customer Engagement Summit 8th November 2016 Westminster Park Plaza Hotel, London ";;;om"|-@ou7ķ$;uub|ou-m-];uķ ]b;-(bu|-Ѵ!;-Ѵb|Ő(!ő7;lomv|u-ঞom om|_;=|u;o=1v|ol;u;m]-];l;m|ĺ Find out more at stand #18 b|_m|;u-1ঞ;m|;ѴѴb];m1;ĺ CONTENTS Visitor Information 4 Sponsors & Partners 6-7 Whats On 9 Agenda Summary 10-11 Summit Speakers 12-15 Floorplan 16-17 KEYNOTE STAGE KEYNOTE STAGE HALL 1 HALL 2 HALL 3 HALL 4 • Chairs Introduction – ‘Technology The Great Enabler’ 19 • Timpson Case Study – The Secret Behind Amazing Service 19 • Teleperformance – Curating Your Customer Engagement Ecosystem 19 • M&S Case Study - Making Every Moment Special for Colleagues & Customers 21 • Domino’s Case Study - Staying Ahead in a Changing Marketplace 21 CONFERENCE PROGRAMME – HALL 1 • Customer Engagement Transformation, Part One 22 • Linking Voice of The Employee and Voice of The Customer 23 • CX Strategies for The Customer Journey 25 • Evolution of Voice of The Customer Accross the Enterprise 26 • The Future of Work 27 CONFERENCE PROGRAMME – HALL 2 • Customer Engagement in Financial Services, Part One 30 • Innovative and Disruptive Strategies in CX, Part One 31 • Customer Engagement in Financial Services, Part Two 33 • Customer Data Security & Privacy 34 • Artificial Intelligence & Robotics 35 CONFERENCE PROGRAMME – HALL 3 • Customer Engagement in Retail, Part One 38 • Engaging with The Digital Customer Across the Enterprise 39 • Innovative & Disruptive Strategies in CX, Part Two 41 • Customer Engagement in Retail, Part Two 43 • Employee Recognition, Reward & Retention 44 CONFERENCE PROGRAMME – HALL 4 • Customer & Employee Engagement 46 • Future of The Contact Centre 47 • Customer Engagement Transformation, Part Two 49 • Learning & Development 50 • The Evolution of CX Service Design 51 Disclaimer. While every effort has been made to ensure FOCUS GROUP accuracy in the compilation of this publication, the Publishers FOCUS GROUPS cannot be held liable for errors and omissions. • Implementing a Voice of Customer Programme to Match Your ©COPYRIGHT Engage Business Media Ltd. All rights Business Objectives 54 reserved. No part of this publication may be reproduced, • Customer Journeys, Loyalty and Neuroscience 55 stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or • Big Data — The Case for Customer Experience 56 otherwise, without prior consent in writing to the publisher. Sponsors 58-66 Exhibitors 67-69 Partners 72 Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG 3 VISITOR INFORMATION SUMMIT HOURS: 08:15 – 09.00 Registration & Coffee 09:00 – 10.30 Plenary Sessions 10.30 – 11.00 Networking & Coffee Break 11:00 – 13.00 Presentations 13:00 – 14:00 Lunch 14:00 – 15:00 Presentations 15.00 – 15.30 Networking & Coffee Break 15:30 – 17:40 Presentations 17:40 – 19.00 Drinks & Networking Party with Entertainment 19:00 Event Close Refreshments: Join the Conversation: Delegate tea/coffee breaks and buffet lunch #EngageSummits @EngageCustomer are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. First Aid: Please visit the reception desk on the At the Drinks Networking Party at the end of ground floor should you require assistance. the day a complimentary Beer and/or Glass of wine is provided on behalf of the Networking Party sponsor. Canvassers: The organisers reserve the right to remove • Welcome and registration anybody found distributing leaflets of any • Morning Networking coffee break kind or unauthorised sales material at the show. • Lunch • Afternoon Networking coffee break Business Amenities: • Drinks Networking Party with Amenities at Park Plaza Westminster entertainment Bridge Hotel London include: 31 meeting rooms; an Executive Lounge Cloakroom: and free Wi-Fi throughout the hotel. There are free cloakrooms available for Guests can invest in their well-being with a delegates. These are located on the ground workout in the fitness centre, featuring a floor near the main entrance. 15-metre swimming pool, and a revitalising treatment from Europe's first Mandara Spa. Wi-Fi: There is complimentary visitor Wi-Fi access Travel: provided throughout the show. Please join Waterloo and Westminster tube stations the Network: Park Plaza Hotel Resorts are a five-minute walk from the and use the passcode: CES16 Westminster Park Plaza hotel. 4 SPONSORS THANKS TO OUR SPONSORS PLATINUM GOLD 6 THANKS TO OUR SPONSORS SPONSORS SILVER BRONZE PARTNERS 7 Contact centre |u-mv=oul-ঞomĵ Child’Child s play. Omnichannel Contact Centre Technoloe gy )ouh=ou1;rঞlbv-ঞom -l;m| "oѴঞomv "r;;1_m-Ѵঞ1v u;7b1ঞ; b-ѴѴ;u Enterprise Telephone y &mbC;7ollmb1-ঞomv Come and see us on stand 9ou -;m7 ou ru;v;m|-ঞombm ľ$_; |u; o= |_; om|-1| Centre” topic stream inn Hall 4 at 12.20pm. www.unifyus.com 03300 110 400 WHATS ON FOCUS GROUPS - JOIN IN ON THE DISCUSSION! Session 1: 11.00 – 12.00 Session 2: 14.00 – 15.00 BOOK YOUR PLACE: If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first served basis and we advise you to book early as places are very limited. Implementing a Voice of Customer Journeys, Loyalty and Big Data — The Case for Customer Programme to Match Neuroscience Customer Experience your Business Objectives Proven methodology and lessons Neuroscience has increased our Come and discuss how organisations are learnt from 50+ implementations. awareness and understanding of a striving to gain a better understanding state called cognitive overwhelm. of their customers, to provide an • Structuring your VoC-related excellent customer journey, build business objectives • Today we are bombarded with a brand loyalty, and remain competitive. • Identifying the operational levers huge amount of ‘data’ every Feedback is fuel to evolving the to be activated to reach them second. There is no way anyone customer experience (CX). • Designing the most suitable VoC can process all of this. programme: • The more that is required from us But as those volumes swing between • The survey approach: targets and to do something, the less we are declining structured feedback and volumes, media, questionnaires likely to engage. increasing unstructured social and indicators • So, how can you optimise customer commentary, there is a an • How customer feedback should be engagement in this new world of overwhelming pressure to utilise the communicated throughout the cognitive overwhelm? vast amounts of customer data held organisation • What channels seem more across all business units.
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