FRIDAY 28 NOVEMBER 2014 VICTORIA PARK PLAZA, LONDON

Inspiring change to drive customer and employee engagement, performance and profitability

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WELCOME A very warm welcome to the third Customer Engagement Summit, 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 This year’s Summit will reflect and CONTENTS success of our first two Summits and is highlight the sheer pace of change in our bigger and better than ever, with more increasingly digital economy - where 4 Floor Plan streams, more speakers, more case technology is driving rapid changes in 5 Agenda Summary studies and more opportunities for high customer behaviour and where level yet informal networking. organisations will need to transform 6-17 Agenda Case study presentations and speakers at themselves in order to engage 18-19 Rountables the Summit this year include British successfully with our always connected Airways, Ladbrokes, Yorkshire Water, customers. 21-27 Sponsors M&S, Home Retail Group, Argos, Maplin, 29 Exhibitors Air France, Engage Mutual, Charles This is underpinned by a growing Tyrwhitt, TCS, Barclays, Domino’s Pizza, recognition at board level that our people 31 Partners Miele, O2, Fidelity, BT, Thresher and and our customer relationships are the 37-38 Feature Glenny, Barclaycard, DFS, Nationwide most critical areas for future business and more. success. There is also increasing awareness that Steve Hurst - Editorial Director New for 2014 are a series of roundtable [email protected] discussions that will dig deep into the the old silo mentality is no longer fit for T: 01932 506 304 challenges and opportunities in the fast purpose as organisations need to Nick Rust - Sales Director changing worlds of employee and communicate and co-operate across departments as they strive to keep up [email protected] customer engagement and experience. T: 01932 506 301 These roundtable discussions are with the expectations and demands of designed to add another dimension to their customers. Chris Wood - Managing Director [email protected] the Summit and to enhance our offering The chief aim of this Summit is for T: 01932 506 303 to delegates and sponsors alike. delegates to go back to their Rachel Blake - Marketing Executive The Customer Engagement Summit has organisations armed with all the tools, [email protected] gained a reputation for delivering world strategies and techniques they need to T: 01932 506 302 class content over the past few years and deliver successful employee and Kelly Frazer - Conference Producer once again as you can see we have a customer engagement strategies over [email protected] mouth - watering roster of case study the long term to create and maintain T: 01932 506 305 sustainable competitive advantage. Have presentations for delegates to enjoy Fiona Forbes - Event Organiser alongside economic analysis, latest a great day. fi[email protected] consumer research, high level panel Dan Keen - Delegate Sales debates, great networking opportunities, Steve Hurst, Editorial Director [email protected] and a splash of entertainment to end the day. Engage Customer Jason Appleby - Graphic Designer

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG The Customer Engagement Summit is organised by Engage Customer. Join engagecustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more.

CUSTOMER ENGAGEMENT SUMMIT 2014 3 FLOOR PLAN

Beatrice 1

910Stage

Catering Station 8 11

7 6 LOWER LEVEL 1 EXHIBITORS 5 12

Victoria 2 Victoria 1 1 Aspect Software 2 eDigital Research 3 Verint / KANA 4 13 4 Ember Services 5 Pitney Bowes 6 Interactive Intelligence 14 7 Trustpilot Beatrice 2 3 8 WNS 9 NewVoiceMedia 10 Grass Roots 2 11 Nunwood 12 NICE Systems 13 Confirmit 1 15 14 Clicktools 15 Adetiq

Entrance Entrance Partners 16 The Peer Awards 17 Professional Planning Forum Catering Registration 18 C3Partners The Business 19 UKCCF Lifts Help Centre 20 Call Centre Management Desk 20 Association 16 17 18 19

Cloakroom Stairs to Reception To Lift

LOWER LEVEL 2 ROUNDTABLES

1 The Peer Awards 2 The Innovation Awards To Lifts 3 Aspect Software 4 Zendesk Lobby 5 Nunwood 6 C3Partners 7 NewVoiceMedia Stairs to 8 Merchants Reception

2468 1357

Edward Suites/Roundtables

4 CUSTOMER ENGAGEMENT SUMMIT 2014 AGENDA SUMMARY 08:00 Registration and Coffee

PLENARY KEYNOTES: Victoria 1 & 2 09:00 Welcome and opening remarks: Mike Havard, Director, Ember Services 09:10 Economy Keynote: Louise Cooper, Independent financial analyst, writer, Times Financial Columnist and Broadcaster 09:40 Keynote: The link between employee engagement, customer engagement, performance and profitability: Richard Bandell, CEO, Grass Roots, Andrew Stephenson, HR Director, DFS 10:10 Keynote: In search of customer experience excellence: International best practice in 2014 David Conway, Chief Strategy Officer, Nunwood 10:40 Coffee

Victoria 1 (Chair - Mike Havard, Director, Ember Services) Victoria 2 (Chair - Justin Hunt, Founder, Social Media Leadership Forum) EVOLUTION OF VOICE OF THE CUSTOMER EMPLOYEE ENGAGEMENT 11.00 Clicktools Case Study: David Jackson, CEO, Clicktools 11:00 Voice of the Customer Programmes: Your Key to Employee 11.20 Customer Service Transformation at Home Retail Group: Engagement Lee Mostari, Director, Transformation & Insights James Leech, Service Lead, Argos Customer Services, Home Consulting and Product Marketing, NICE Systems Retail Group 11:20 Joining the dots to have a 'Whole Person Approach' at work: 11:40 Bringing a low effort customer experience to life: Nupur Mallick, Director HR, Tata Consultancy Services (TCS) Tracy Sheldon, Head of Ops Support, Ageas Retail Direct 11:40 “The Difference is You” How Argos help their Colleagues & Customers prepare for the digital store: Lucy Crowther, Head of retail HR, Argos Stephen Hewett, Founding Partner & Director, C3 OUTSOURCING CUSTOMER SERVICES 12:00 Love My Brand! - How blurring the lines between you DIGITAL CUSTOMER ENGAGEMENT and your outsourced partner can deliver exceptional 12:00 Harnessing the power of digital to deliver a seamless customer experiences: George Todd, Managing Director, and personalised customer experience: Merchants Megan Neale, Transformation Strategy & Operations, HGS Europe 12:20 Business Case for Impact Sourcing: 12:20 Digital Customer Engagement - Think it, do it, be it: Gareth Pritchard, CEO, BpESA Vicky Godolphin, Head of Digital, Accenture Ireland PANEL DEBATE PANEL DEBATE 12:40 Customer Experience in Outsourcing: 12:40 Digital Customer Engagement Panel Debate: Peter Ryan, Principal Analyst - BPO, Ovum Ross Sleight, Chief Strategy Officer, Somo (Chair) Mark Hillary, Outsourcing specialist, globalisation author Pratick Thakrar, Founder & Managing Director, Inspired Mobile and blogger Alex Meisl Chairman, Sponge & WiForia Ltd Paul Hughes, Head of Social Engagement, Telefonica O2 UK Edward Mason, Director, Thresher & Glenny Laura Birch, Social Media Manager, Barclaycard Europe 13:00 Lunch MULTICHANNEL CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT 14:00 Top tips for building a successful multi-channel VoC programme: 14:00 Driving Customer Satisfaction through Employee Engagement: Claire Sporton, VP, Customer Experience Management, C onfirmit Peter Wilson, Consultant, Verint 14:20 Empowering Cust omer Service Personnel and Using Customer Warren Tait, Customer Services Director, Neopost Feedback to Facilitate Change to Improve the Bottom-line: 14:20 The London 2012 Customer Experience and beyond: Mathis Wagner, Head of Customer Services, Charles Tyrwhitt Heather McGill, Director/Owner, Experience 360 14:40 In the age of digital disruption, multi-channel gives our 14:40 Engage Mutual Case Study - Creating commercial customers what they want: Laura Jamieson, Director, value through customer benefits: Peter Burrows, CEO, Head of Customer Experience Improvement, Barclays Engage Mutual

15:00 Coffee RETAIL CUSTOMER ENGAGEMENT FINANCIAL SERVICES CUSTOMER ENGAGEMENT 15:30 Building a customer feedback programme to deliver 15:30 Bucking the Trend in the Finance Sector - how CaaS raises the results - eDigitalResearch and Ladbrokes case study: bar in Customer Service Excellence Derek Eccleston, Commercial Director at eDigitalResearch Sharon Field, Managing Director and Founder, Fortalis 15:50 Domino's Pizza Case Study: 15:50 How employee engagement impacts customer engagement, David Wild, Chief Executive, Domino's Pizza Group performance and profitability 16:10 “You are what you do” – the importance of Value Peter Sinden, Director of Sales & Service, LV= based customer experiences: 16:10 Connecting our people to the daily lives of our customers: Richard Stollery, Head of Customer Sales and Sean Risebrow, Director of Customer Experience, Fidelity Service Centre Transformation, Marks & Spencer SOCIAL CUSTOMER ENGAGEMENT CUSTOMER ENGAGEMENT IN CONTACT CENTRES 16:30 ‘Social Retail Case Study- Maplin Electronics’ 16:30 The ideal contact centre – the place where everything - Tweeting from the shop floor: comes together: Gerhard Heide, Director Global Market Pete Doyle, Founder & CEO, Social Retail Group Strategy, Pitney Bowes PANEL DEBATE PANEL DEBATE 16:50 20th Century thinking is dead: why the information 16:50 Future of Contact Centres Panel Debate: Dr Nicola Millard, revolution means you need a new plan: Ben Stockman, Founder, Head of Customer Insight & Futures, BT (Chair) Vanda Nena, SXSELondon (Chair) Jon Morter, Award-winning social media Social Media Servicing Supervisor, Air France; Jo Storey, community specialist and speaker; Andrew Walker, Digital tech Head of Customer Performance, Barclays; Gerhard Heide, Director entrepreneur, creative director & data geek; Mevan Babakar, internet Global Market Strategy, Pitney Bowes; David Joel, Enterprise native, a talented content creator, and a digital activist, Business Development, Deluxe Laboratories SXSELondon; David Angell, SEO & Wordsmith Digital Director

17:30 Entertainment and Networking Drinks Party - iPad Draw: Sponsored by HGS - Featuring Comedian, Simon Evans

Agenda details on pages 6-17 Roundtable Programme from 11:00am to 17:10. 8 tables, 40 minutes sessions. For details see pages 18-19 CUSTOMER ENGAGEMENT SUMMIT 2014 5 AGENDA

great customer experience and the difference in Victoria 1 & 2 performance and profitability that this brings.

Richard Bandell is the Chief Executive Plenary Officer of Grass Roots Group PLC, the 09:00 Welcome and opening remarks world's leading provider of employee and Mike Havard, Director, Ember Services customer engagement solutions. Grass Roots was founded in 1980 and creates Mike has had 25+ years in customer value for its clients by inspiring people to management strategy, operational deliver outstanding results. Richard's career delivery and leadership roles, with spans 30 years and he is recognised for his organisations including BT, TDG, Sitel, expertise in customer loyalty, employee CM Insight and Verint. He is currently a engagement, market research, and meetings & events. director of Ember Services, a strategic Grass Roots has 1,100 people spread across 30 locations customer management consultancy around the world and provides solutions to leading private focused on financial and performance and public sector companies in over 100 countries. Richard analysis to support customer operations strategy has lived and worked in the UK, France, Germany, the and investment - helping organisations to determine ‘what Netherlands, Russia, the Middle East, and Asia Pacific. better is’ and being unashamedly financial in perspective. He also sits as Non-Executive Director on the Boards of other Andrew is a results focussed HR professional companies in the customer management arena, covering with significant experience in organisational anti-fraud technologies (Semafone) and skills optimisation development, change programmes, technologies (Silver Lining) as well as advising the Boards reward, talent and performance of major outsourcing and hosted platform providers. management. He joined DFS in 2009 having previous retail operations and HR He also sits on the CCA Standards Council, where as a experience within Dixons Retail, B&Q, founding member, he helped establish the Global Standard Virgin and Vodafone. Andrew's role includes for Contact Centres with the CCA. He is an Honorary Life the people agenda for 3500 employees Fellow of the IDM, where he also works as an Executive across manufacturing, retail, supply chain and Board member on the Institute’s journal and on their central operations in the UK and Europe. He is a Fellow of Education Council. In addition to these roles, Mike also sits the Chartered Institute of Personnel and Development, a on the Editorial Board of the Journal of Financial Services doctoral research candidate at Staffordshire University, a Marketing. He has authored management textbooks in this FA Licensed coach and a footballer who has not yet lost area, and has had many thought leading papers published. the belief that an England call up is possible. Mike has been a trusted and influential advisor to many government departments in respect of customer 10:10 Keynote: In search of customer experience management developments and their contribution to excellence: International best practice in 2014 national economic health and effectiveness. David Conway, Chief Strategy Officer, Nunwood He is also likes to escape and do dangerous things in the mountains occasionally. Nunwood’s Customer Experience Excellence Centre has been analysing the performance of the UK, Australian and 09:10 Economy Keynote US markets for five years. Its work focuses on Louise Cooper, Independent Financial Analyst, understanding the distinctive characteristics of Times Financial Columnist, Writer and Broadcaster outstanding brands, then applying this best practice to other businesses and sectors. Drawing on over 1 million Louise Cooper is a Chartered Financial consumer evaluations of 800 brands, including recently Analyst, writer, Times financial columnist, released studies of Australia and the UK, this keynote broadcaster and reporter on economics focuses on establishing which kinds of customer and market activity for senior economists experience investment create the most effective results. and policy makers. She appears regularly on BBC news, ITV, CNBC, Sky News and David co-manages the company’s global BBC Radio plus many others and writes customer experience management for national newspapers. Described as practice and oversees Nunwood’s “well informed and lively” she offers “brilliant Customer Experience Excellence Centre, analysis of economics and financial markets in a way an on-going approach to systematically which is insightful and easy to understand”. identifying global best practise

09:40 Keynote: The link between employee David is a former PLC board director of N&P engagement, customer engagement, Building Society, Liverpool Victoria Group and performance and profitability The Co-operative Bank, where he was responsible for Richard Bandell, CEO, Grass Roots 3,500 staff charged with delivering world-class Andrew Stephenson, HR Director, DFS experiences to more than 6.5 million customers. He also led the design, set-up and launch of the group’s Smile brand. This presentation explores the synergies between David is based out of the United Kingdom, but continues engaging employees to deliver outstanding customer to work directly with clients around the world. engagement enabling market growth, customer retention, loyalty and advocacy. A case study given by DFS, will 10:40 Coffee illustrate the benefits of engaging employees to deliver a

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channel customer service, and this then led to me Victoria 1 undertaking my current position where I am responsible Chair: Mike Havard, Director, Ember Services for the development and improvement of contact centre services for Argos, plus I lead the customer insight and recovery teams. Evolution of Voice of Outside of work I love football, Formula1 and table tennis; the Customer I’m manager of a Saturday football team and have started 11.00 How smart companies turn feedback into action a youth development programme for the same club on a David Jackson, CEO, Clicktools Sunday. I also love taking my family abroad on caravan holidays and nothing relaxes me more than cooking on a David's presentation will explore the five capabilities that Friday night with a glass of red in my hand. smart companies use to drive improved business performance from their VoC programmes. 11:40 Bringing a low effort customer experience to life David Jackson is one of the original Tracy Sheldon, Head of Ops Support, Ageas founders and CEO of Clicktools, the Retail Direct world’s leader in the field of customer feedback integrated with CRM. He This case study explores how you go about making it as developed the Excellence in Customer easy as possible for customers to do business with you in Experience assessment framework and is a Financial Services world, exploring a range of tactics widely recognized as an expert in the area that have been employed in order to deliver of customer focused organisations. Much of tangible change in customer experience. his time is spent with clients, working with senior managers to design and implement effective Tracy Sheldon was appointed Head of feedback measurement and management strategies to Operations Support at Ageas Retail build organisations that can continually adapt to meet Direct (RIAS and Castle Cover brands) in changing customer needs. David is a popular speaker September 2009. As Head of Operations around the world. He has had many articles published and Support, Tracy is responsible for is the author of several books, including “Dynamic operational customer experience, process Organizations: The Challenge of Change” and “Becoming improvement, the operational change agenda Dynamic.” When not working, he enjoys listening to an and a range of operational support activities. With over 25 eclectic selection of music and water colour painting, at years of financial services experience in Retail Banking, which he needs much practice! Wealth Management and General Insurance, Tracy leverages her extensive skill set from sales, marketing, 11.20 Customer Service Transformation at Home change management and operational roles in order to Retail Group deliver customer�focused solutions, which generate strong James Leech, Service Lead, Argos Customer commercial results. Services, Home Retail Group Tracy has a Marketing and Psychology degree and holds a Following a review of its set up and practices, HRG range of other professional qualifications including Prince Customer Services undertook a huge programme of 2, CeFA, AFPC and is a Lean Six Sigma green belt. In her transformational change to deliver improved operational spare time, she is a keen gardener and enjoys travelling. set up, ways of working and improved customer service. The program was titled “Contact Centre of the Future” Focusing on “making it easy for a customer to shop with us”, HRG Customer Services addressed key issues Outsourcing Customer including the increasing complexity of propositions and it’s operating model whilst acknowledging that the role it Services plays is crucial to customers. With the majority of projects 12:00 Love My Brand! - How blurring the lines now complete, HRG is on its way to realising its aims of a between you and your outsourced partner can contact centre armed with technology capable of change, deliver exceptional customer experiences with a flexible operation focused on resolving customer George Todd, Managing Director, Merchants issues leading to reduced customer effort. The world has a number of iconic brands that are held up I’m 31 years young, married to Lindsay, with 2 as the holy grail of customer service. Merchants Managing children Alfie and Lexie. I have worked for Director George Todd will unpack what makes those Argos (Home Retail Group) all of my organisations not just trailblazers but loved by their staff and career. After University (I studied customers alike. George will look at how these lessons Management Science and Computer have enabled Merchants to deliver exceptional customer Science) I worked my way up through the experiences from outside the organisations they partner with. various management positions in stores, and then became an area manager. After George Todd began his career in the contact centre briefly running a region for Argos I moved industry as an agent selling insurance. He rapidly moved into Head Office and I became responsible for the through the management ranks including training and development of customer service within stores. Whilst development coupled with operational management doing this role I became involved in creating the current including head of sales and customer service for RBS strategic road map for Argos, specifically around multi- Insurance.

CUSTOMER ENGAGEMENT SUMMIT 2014 7 AGENDA

In 2007 George joined Merchants UK as national CEO. He is primarily responsible for engaging an International consultant where he with the international community to explain the South embarked on numerous programs African value proposition and to ensure that potential ranging from transitioning services from investors have the right information at hand to make captive to outsource and onshore to informed decisions. offshore across multiple locations. Included in this George carried overall Panel Debate training and development responsibility for the 12:40 Customer Experience in Outsourcing establishment of one of the largest outsourced financial Peter Ryan, Lead Analyst - BPO, Ovum services customer management divisions with Nationwide. Mark Hillary, Outsourcing specialist, globalisation George spent a significant amount of time in the United author and blogger, States conducting process adoption for UK markets. George became the first non-Nationwide staff member to Peter Ryan leads Ovum’s front office BPO research, receive the Nationwide Gold Pride Award for value having started at Datamonitor, (Ovum’s parent company), adoption, demonstrating his passion for getting absolute in 2003. value alignment in BPO relationships. Peter’s areas of research are wide-ranging George moved to South Africa with Merchants to manage within BPO/CRM and include company the CarPhone WareHouse offshore contact centre, and profiling, offshore & outsourcing, self- achieved significant performance results whilst being service technology & speech solutions, accountable for this service. George has held various national & sectoral market positions within Merchants from leading the Training and segmentation/sizing, internal & external Development division to Operations General Manager customer satisfaction, commercial online responsible for both local and international clients as well content analysis, and economic analysis. He as Central Support Services including WFM, has written extensively on call centres in EMEA, Quality/Customer Experience, MI, Business Improvement Eastern Europe, North & South Africa and Canada, as well and Operational Training. George is currently responsible as on investment in voice applications and enterprise for the day-to-day operational delivery and ensuring future software market events. profitable growth as Merchants Managing Director. Peter is a prolific speaker and is well known on the George is a certified Net Promoter Score Associate international conference circuit. He has presented at Professional and has successfully implemented one of industry events in Johannesburg, San Francisco, Sydney, the world’s leading NPS contact centres in Cape Town, Singapore, New Delhi, Paris, Managua, Prague, Moscow, South Africa. Cairo, Cape Town, Mexico City, Bogota and Buenos Aires among others. In 2013, he was named as the 18th most 12:20 Business case for impact sourcing influential executive in Nearshore outsourcing by the Gareth Pritchard, CEO, BpESA leading news portal Nearshore Americas. Prior to joining Ovum and Datamonitor, Peter acquired an in-depth Impact sourcing is the socially responsible arm of the understanding of strategic marketing at Gateway Business Process Outsourcing (BPO) sector that targets Computers, NFO Prognostics and the Bank of Ireland. the employment of people who have limited opportunities for sustainable employment—often in low-income areas. It Originally hailing from Canada, Peter holds a BA in Political has the potential to transform the lives of disadvantaged Science and Economics from the University of people around the world. As a business it also offers Saskatchewan. He also has an MBA from Dalhousie significant commercial benefits making it a highly University where he specialised in International Business. attractive option for global brands such as Amazon, His MBA incorporated a visiting studentship at the Royal Google and Microsoft with support from the Rockefeller Melbourne Institute of Technology, Australia. Foundation. Mark Hillary is a British writer and blogger Gareth Pritchard has been involved in the based in São Paulo, Brazil. His research BPO sector since 1998 working in and analysis has a focus on customer Europe, India and South Africa. As service, technology, and globalisation. His Managing Director of Lufthansa Process most recent book 'Customer Management GmbH the company Engagement Officer (CEO): Content organised the transfer of travel related Marketing and the Realities of Executive processes offshore to South Africa in 1998, Blogging' explores how even CEOs are the first BPO investment into the country. interacting directly with customers today. Mark has worked with the UN and several governments on The company was subsequently bought in 2007 by outsourcing strategies and he is well-known as a live Teleperformance, one of the world’s largest operators of blogger of major events, including the 2010 UK general call centres. As Managing Director of Teleperformance election for Reuters and 2012 London Olympic Games as (South Africa) he oversaw the expansion of the call centre an official storyteller. Today his media work can usually be to over 600 seats. found in the Huffington Post. Mark is in the process of researching and writing a new book focused on his In 2008 Pritchard became involved with BPeSA, the argument that 'your next CEO is currently working in the industry body for the BPO sector in South Africa, taking contact centre'. up a position on the board. In 2010 he took on the role of BPeSA Western Cape CEO and in 2012 the position of

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for the end to end HR function for over Victoria 2 10,000 employees from 39 nationalities. Chair: Justin Hunt, Founder, Social Media Leadership Forum Her areas of expertise include integrating Justin Hunt is a thought leader on the teams in culturally diverse set-ups, power of collaboration through social driving operational excellence, retaining technologies to transform the way we and developing talent and structuring live, work and consume. He is the founder compensation & benefits. of The Social Media Leadership Forum (www.socialmedialeadershipforum.org), a Her excellent people and change management skills have leading source of expertise for leading helped TCS grow substantially in the geography. Under her businesses and organisations that want to leadership, TCS UK & Ireland has achieved the ‘Investor in embrace the collaborative economy. His People’ certification with Gold status and awarded Britain's writings on disruptive technologies have appeared in The top employers by CRI for four consecutive years. Nupur’s Financial Times, The Guardian and other publications. focus as HR Director extends beyond the work force to the Justin has also presented at high profile events with community. TCS in the UK achieved the platinum plus leading technology thinkers and FTSE100 companies. standard for its performance in Business in the Community (BitC) Corporate Responsibility Index.

Employee Engagement Prior to this role, Nupur was HR Head for TCS Mumbai. She was responsible for driving performance oriented culture, 11:00 Voice of the Customer establishing world class induction process, career and Programmes: Your Key to succession planning and employee engagement. Employee Engagement Lee Mostari, Director of Customer Success, 11:40 “The Difference is You” How Argos help their NICE Systems Colleagues & Customers prepare for the digital store Stephen Hewett, Founding Partner & Director, Customer engagement, customer satisfaction and C3 Partners customer experience are three topics that get a lot of Lucy Crowther, Head of Retail HR, Argos airtime in the customer orientated service world we live in today. However, with most companies, a large part of the Lucy will discuss the challenges that Argos has overcome service that is being delivered to your customers is via and the solutions it has deployed to drive improved sales people, ie your employees! Does having engaged and customer engagement it in its new digital stores. The employees help you deliver on your customer strategies? presentation will look in detail at how Argos has Lee Mostari, Director of Customer Success at NICE transformed the way Argos colleagues work and deal with Systems will walk you through how he sees the impact customers and how trust and team-ship has been developed Employee Engagement can have on your customer metrics. between management, colleagues and customer. Lee Mostari is the Director of Customer Stephen Hewett is recognised as one of the Success for NICE Fizzback. Lee’s role is to world’s leading consultants, writers and identify best practices from his own practitioners in the field of Customer practical application of using the voice Centricity. He is founder of the UK of the customer in an Operational strategic consultancy C3 Partners, which environment and learning how other brings new customer-focused strategies Fizzback users get the best from their to both public sector and private sector Customer Experience Programmes. From organisations. C3 Partners has many blue- this extensive understanding of best practice, chip clients. Stephen has published two books Lee is responsible for delivering truly transformational about Customer Centricity: The Customer-Centric You: Voice of the Customer initiatives to all NICE VoC customers. Making Customers the Focus of Everything You Do and Customers Are The Agenda: A Practical Guide to 11:20 Joining the dots to have a 'Whole Person Customer-Centric Management. These books are Approach' at work published by Management Books 2000, and are available Nupur Mallick, Director HR, Tata Consultancy on amazon and from all good bookshops. Services (TCS) Lucy Crowther is currently Head of Retail With over 300 000 people across 55 countries, four HR at Argos where she has a very broad generations and a highly mobile workforce, how do TCS HR agenda including customer look at engagement and their philanthropic philosophies proposition training for 20,000 to ensure they get the absolute best from their people colleagues working in 750 stores UK and through their “whole person approach”? How does TCS Ireland. She started her career in Tesco, engage their people with the community, and give them both in stores and head office functions the skills and tools to create their own well-being and ranging from Commercial to International. work life balance? Discover what impact this has had on Since leaving Tesco she held HR roles in Barclays retaining their best talent. and TUI Travel before joining Argos in 2011. (Argos is 18 months into its Transformation Strategy which has Nupur has been with Tata Consultancy Services (TCS) for demanded a very different approach to engaging 17 years and in December 2005 she was appointed HR colleagues in the new customer propositions and Director for UK & Ireland. In this role Nupur is responsible journeys.)

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Digital Customer Panel Debate Engagement 12:40 Digital Customer Engagement Panel Debate 12:00 Harnessing the power of digital to deliver a Ross Sleight, Chief Strategy Officer, Somo (Chair) seamless and personalised customer experience Pratick Thakrar, Founder & Managing Director, Megan Neale, Executive Director - Transformation Inspired Mobile and Operations, HGS Europe Alex Meisl, Chairman, Sponge & WiForia Ltd Paul Hughes, Head of Social Engagement, This focused presentation will explore the relevance of Telefonica O2 UK incorporating digital customer management tools to drive Edward Mason, Director, Thresher & Glenny and enhance your interactions with customers. It will also Laura Birch, Social Media Manager, Barclaycard identify ways to deliver a future proof digital customer Europe management strategy in contact centres that reduce effort, provide targeted and personalised experience, while Ross Sleight also driving down the cost of service. In this session, Megan Respected throughout the digital industry will share thought leadership on digital customer for the breadth of his experience, his management approaches for the contact centre and how to foresight and vision, and the quality of his identify quick-win digital transformation opportunities that strategic thinking, Ross is without doubt have the highest ROI and NPS impact for the organisation. the Professor of Mobile! He has over 20 years’ experience in digital media with 5 Megan is an accomplished business executive, years focused on mobile. As Somo’s CSO, with more than 20 years of experience in Ross advises global brands such as Red Bull, the customer management and contact Audi and Universal Music on how to harness the potential centre BPO industry in Europe. Currently, of mobile technologies. she heads up business transformation and operations for HGS Europe, a leading He was one of the founders of Virgin Games and has been global Outsourcing Service Provider. called upon to advise 10 Downing Street and the Department Megan has an international track record for Culture, Media and Sport on interactive media development. with some of UK's most innovative high He has created award-winning digital strategies for clients street retailers, and combines a keen including Reuters, Sony, British Airways and The understanding of the consumer decision making processes Independent. Ross has been a founding member of six with a passion for customer service. She has worked with an digital businesses throughout the last 15 years. array of reputed clients across Consumer Goods, Telecom, Government and Retail sectors – helping build customer Ross is an expert in consumer behaviour, mobile usage and engagement strategies which deliver transformational changes in the market. He has been a judge in all the change for the business. Megan also maintains a strong major creative and effectiveness awards in digital focus on organisational development and has a keen marketing and a frequent a keynote speaker at global interest in helping people develop leadership and industry conferences and events. operational skills for their personal evolvement. Pratick Thakrar 12:20 Digital Customer Engagement: Think it, Pratick founded Imagine Mobile in 2010 to do it, be it become a leading full service mobile Vicky Godolphin, Head of Digital, Accenture activation company. Imagine has run Ireland global, and local, mobile branding campaigns for numerous global brands. In Digital is disrupting not just what businesses do, but how 2013, he launched Inspired Mobile, omni- they do it. Creating differentiated and compelling channel campaign management platform customer engagement requires companies to get digital – with a single reporting interface. He is currently a not just on the outside, but on the inside too. Vicky will Board Member of the Mobile Marketing Association discuss some of the key capabilities and actions that can http://mmaglobal.com/local-council/united-kingdom. help companies to deliver to today’s "always-on," connected consumers. He was the global lead at Mediaedge:cia for Sony Ericsson, where he helped bring Xperia to the world. He was also at Vicky Godolphin is Head of Digital at Starcom MediaVest where he rebuilt UBS’s global digital Accenture Ireland, with responsibility for Strategy. Prior to Starcom, Pratick had a number of roles helping clients across multiple industry within Asia Pacific, including Australia’s leading radio sectors to develop and execute their group - Austereo, where he was accountable for all digital strategies. Vicky specialises in Digital platforms. helping clients to integrate digital technologies to improve business Pratick also co-ran Turner Broadcastings Australia office, operations and processes, and deliver more reporting into in Hong Kong, where he was Head of efficient services across multiple platforms. Vicky Research and Strategy. He also was an ASTRA committee has over 15 years’ experience leading large scale member and worked at News Limited and began his marketing, customer and channel transformation career at ITV in the early 90’s. In a Digital career spanning programmes. She specialises in organisational change nearly 20 years, across multiple channels and numerous management, and business operating model design. Vicky markets, he offers invaluable experience and insight to has extensive global experience, having lived and worked clients who dare to differentiate their brand. in Australia, New Zealand, Asia and Europe.

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Alex Meisl there into the brand and communications world where by A seasoned entrepreneur, Alex has been the age of 27 he was a Director of IMP, the leading below- in the digital industry for 20 years, the-line ad agency. He is an Economic History graduate of initially as CEO of Legion - Europe’s Durham University where he was President of the largest IVR company. Alex co-founded Debating Union, and is a Fellow of the RSA. He’s an old car Sponge in 2002. Sponge is the UK’s most enthusiast, and a sculptor. successful and longest established mobile agency working across Europe and the Middle Laura Birch East and Africa. Clients include Adidas, Autotrader, Laura Birch manages social media as part Barclays, Coca Cola, Dyson, McDonalds, Orange and Unilever. of the content and channels team in Sponge currently supplies mobile solutions to over half of Barclaycard Europe. Her primary focus is the top 20 digital and creative agencies in the UK. strategy and planning of social media campaigns, aiming to deliver interesting Sponge is a one stop shop helping deliver: and engaging content which builds an • Mobile Strategy, Consultancy, Insight emotional connection with consumers. • Campaigns for fmcg, Retail and Finance Successful campaigns driven by Laura include • Mobile CRM Altogether360 and Better London in addition to weekly • Mobile sites engagement activity of Bespoke offers, Pre sales and Fee • Mobile applications Free Friday. Laura is also responsible for auditing and • Mobile Media planning and buying implementing best practice across all social channels to improve customer’s digital experiences. Alex has amassed a wealth of experience in direct response, communications and mobile services for agencies/brands, 13:00 Lunch media groups and mobile operators. Alex is also UK Chairman of the Mobile Marketing Association

Paul Hughes Victoria 1 Paul heads up the award winning social media engagement team for Telefonica in the UK. His role is to define and Multichannel Customer deliver the social media engagement Engagement strategy for the O2 UK brand. That 14:00 Top tips for building a successful multi-channel responsibility stretches from general brand VoC programme engagement to reputation management and Claire Sporton, VP, Customer Experience customer service in social. Yes, all this while Management, Confirmit keeping O2’s core, fun brand ethos throughout. He's driven award wins such as the inaugural Twitter Flock In today’s world, customer expectations are changing award for outstanding use of the Twitter platform, PRCA rapidly and as a result we need to keep pace and Crisis and Issues Management best in-house team 2013 constantly improve our quality of service. As our and many more. @PaulHughes customers become more savvy and demanding, we find ourselves having to provide them with a myriad of Edward Mason channels for interaction and communication, but how can Since leaving the brand and marketing we be confident that we are providing a consistent high industry where he was CEO of CHJM quality service across all of these channels aligned both when it was sold to Omnicom, Edward with our brand and our customers’ expectations? Looking has worked with leaders in businesses at the Voice of the Customer across multiple channels, including Cushman & Wakefield, Coutts, Claire Sporton, VP, Customer Experience Management at Freeview, Hunters Solicitors, The Moller Confirmit, will explore some of the key challenges we need Centre, Cambridge University, Corbin & King to address and share her top tips to ensure we can all Restaurants, Quilter Cheviot, Willis Insurance, benefit from seeing a holistic view of the customer, and Fortnum & Mason, Daily Mail General Trust, J O Hambro drive tangible business results. Investment Management and British Airways. He specialises in helping businesses, teams and individuals Claire is VP of Customer Experience get their message over authentically: both thorough Management for Confirmit. Having presentation coaching and also through the more specialised in customer feedback for over fundamental exploration of what they actually want to 15 years, Claire has run her own say. This is fundamental to engagement with customers programmes in the Financial Services whether internal or external. sector, and more recently with technology / consulting providers supporting a wide He is a very active Non-Executive Director at Thresher & range of Fortune 500 companies in improving Glenny, Tailors and Outfitters dating back to the late 18th their customer experience. Claire is passionate century and holders of a Royal Warrant continuously since about getting feedback into the hands of people who can 1783: and as a Judge and Mentor for the Walpole Crafted make a difference to the end customer and of course to programme, he has worked with Cumbria Crystal, Method the bottom line. Studio, and now Geoffrey Preston Ltd, the decorative plaster specialists. Edward cut his teeth on the sales and marketing graduate programme with RHM, moving from

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14:20 Empowering Customer Service Personnel and Using Customer Feedback to Facilitate Change Victoria 2 to Improve the Bottom-line Mathis Wagner, Head of Customer Services, Customer Engagement Charles Tyrwhitt 14:00 Driving Customer Satisfaction through Employee Engagement Selling classic menswear since 1986, Charles Tyrwhitt Peter Wilson, Consultant, Verint (pronounced "Tirrit") was founded by Nick Wheeler and Warren Tait, Customer Services Director, Neopost his mission then remains the same today – to provide quality and value to the customer together with a passion Warren Tait, Customer Services Director, Neopost, a Verint for service that surpasses all competition. The multi-award Systems customer, and Peter Wilson, Consultant at Verint winning Customer Service Team is an integral part of this Systems, will show you how they addressed customer full scale multi-channel retailer and leading menswear issues and increased employee engagement to drive brand that has featured in the Sunday Times Fastest customer satisfaction. Growing companies for an incredible four years running. In this lively presentation, Mathis will give you an insight into Peter is an experienced consultant; focused how you can: Delight the customers at every on establishing solutions that ensure the interaction by empowering your advisors voice of the customer forms an important and applying a one contact cures all part of strategy development within culture gain an insight into what organizations. customers think and feel, and most Peter is a strategic thinker who enjoys importantly, how you use this problem solving and can articulate information across the entire business to solutions to all levels of corporate personnel; continuously improve the service you he passionate about understanding the true Voice deliver. of the Customer and delivering cross functional solutions that facilitate this. Mathis heads up the multi-award winning customer service team at the leading British menswear brand Charles Peter is a charismatic and entertaining speaker, focusing Tyrwhitt. With 12 years’ contact centre experience in the on audience participation and has delivered many keynote UK and abroad, he is an expert in developing innovative speeches and presentations at seminars and conferences 24/7 customer services solutions that put the customer at across various industries. Prior to joining Verint, Peter has the heart of the organisation. Prior to joining Charles worked in the Analytics space for over 15 years, covering Tyrwhitt he has worked for a BPO provider and developed most verticals, with a particular penchant for Telcos and and implemented customer service strategies on behalf of Financial services. Peter enjoys building long term numerous blue chip clients. Mathis is a graduate from ESB relationships with the customers he engages. Reutlingen, Germany’s top ranked business school. Warren has worked within the call centre industry for 25 years. During this time he 14:40 In the age of digital disruption, multi-channel has held many positions working initially gives our customers what they want as an agent through to and most Laura Jamieson, Director - Head of Customer recently Customer Service Director Experience Improvement, Barclays serving on the Executive board. Laura will focuss on what Barclays are He is passionate about customer service doing in branch as well as video, web, and immensely proud of his award winning mobile, social media, accessibility, digital team who have won many awards within the contact eagles and so on, in order to touch on centre industry covering many aspects of operational the importance of listening to the excellence. Warren has enjoyed huge success driving customer and engaging colleagues. innovation in the field of technology resulting in great customer experience and high levels of employee Laura is a highly regarded Customer engagement. Experience and Operations specialist who passionately advocates customer centricity through operational and Married to Nicola and Father to five, yes five children and a market insight to deliver E2E process and cultural keen Arsenal supporter too! transformation which pushes the industry standard to create and consistently deliver a 'world class' customer 14:20 The London 2012 Customer Experience experience. Over 24 years experience of leadership, and beyond strategic transformation, operational, functional, 3rd Party Heather McGill, Director/Owner, Experience 360 relationship and contract management, portfolio/ programme management focused on ‘world class’ In 2009 the London Organising Committee for the customer experience across market leading organisations Olympic and Paralympic Games started their planning for and entrepreneurial start-ups within Retail Financial the 11 million customers/Spectators who would attend the Services across UK, Spain and India. Games in 2012. Heather McGill, the Head of the Spectator Experience department, will take you through those early Outside of work, her passion is travelling and has notched years of planning from the ground up for the UK's largest up over 100 countries. event in a lifetime. How the customer was planned for, the challenges faced and the eventual success of the overall Games; an overview of the techniques and strategies that

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were used to get to that great summer of sport. Heather how a benefit based around mutual principles could be will also touch on what happened next. Did London help scaled to deliver tangible customer and commercial inspire a new way of working for future Olympics and benefits. Working with his customer engagement team what will Rio feel like for a customer? and people right across the Engage business, Peter helped to ensure that customers were not only part of the Heather began her career in the music governance of their foundation, but were central to industry, working with International acts informing the decisions that created a benefit that such as the Spice Girls, Roger Waters and resonates with them and a wide appeal to attract new Annie Lennox. As head of Touring for 19 customers. Entertainment Heather produced events across the world that focused on the Peter is a chartered accountant and long serving member offering to ticket holders, from digital of the Financial Services sector. He has 20 years’ interaction, ticket sales, event based experience gained in a combination of executive engagement and post-event fan bases. Her work management and consulting roles. Prior to Engage he connected to over 10 million customers. held a number of senior positions with Aviva plc, and before that he worked at Ernst & Young, where he advised In 2008 Heather created 2Rock Ltd, working with large financial services businesses on risk management and scale brands and companies such as Cadburys, Live Nation governance. He is a Director of the Association of and Sony BMG, to create business and customer focused Financial Mutuals and a Governor of York College, where solutions for large-scale events, with particular emphasis he chairs the Finance & General Purposes Committee. on mass public events. It was during this period that Heather began her work with London 2012. 15:00 Coffee

After a period of consultancy at London 2012 Heather took up the position as Head of Spectator Experience for the Games, and was responsible for the delivery of the Victoria 1 customer experience for the 11 million ticket holders. The role included the creation of the Spectator vision, implementing the customer strategy across the business, Retail Customer customer segmentation and research, journey mapping, Engagement risk and mitigation planning for Games time and 15:30 Building a customer feedback programme to transformation planning for all the customer facing deliver results: eDigitalResearch and Ladbrokes departments (digital, on-site services, communications, case study transport, entertainment etc.). The focus on the spectator Derek Eccleston, Commercial Director, delivered the most successful Olympic & Paralympic eDigitalResearch Games to date, with the International Olympic Committee Elaine Kelly, Customer Experience Manager, taking on the learnings and development from London Ladbrokes 2012 for their future programs with host cities. • Listening to customers across a diverse and Since 2013 Heather has created Experience360 Ltd, working multichannel business • Using feedback to drive change with clients such as the IOC, the RFU, the Mayor of London, and tangible results • Connecting with Harlequins, Sainsbury’s, and Rio 2016 to review and create customers on an individual basis world-class customer focused programs and events. Derek Eccleston is a board member and 14:40 Engage Mutual Case Study: Creating commercial Commercial Director at value through customer benefits eDigitalResearch, joining five years ago Peter Burrows, CEO, Engage Mutual from a large global agency where he worked as Research Director. Prior to The Engage Foundation is a unique customer benefit that that, Derek was client side with Sony transcends advocacy and through peer to peer Europe. An MBA and fluent in French, Derek campaigning, creates salience with a wider audience of is a regular on the speaker circuit, presenting at both potential customers. The Engage Foundation is a way of research and multichannel events on a broad re-distributing profits, by making a meaningful amount range of customer experience based topics. available to customers in a time of need for themselves or for the wider benefit of their community. Keeping our Elaine Kelly joined Ladbrokes as a part customers at the heart of this benefit means that they are time cashier in 2004 and has since empowered to make a difference in areas that matter to worked through the ranks to the them. Creating benefits that are relevant ensures position of Customer Experience advocacy and involvement at every step of the process. Manager for the group. She is responsible for owning and implementing the The fact that the chief executive of a Ladbrokes Customer Experience Promise and financial services mutual has been so Proposition across all touchpoints in the business. This instrumental in the development of its includes managing the Voice of the Customer program, customer foundation indicates how central translating customer behaviour analysis and reporting it is to the meaning and ambition of the actionable insight to key business stakeholders and organisation. It’s no surprise therefore that developing and implementing Customer Improvement Peter is one of the guiding lights of the strategies across multiple business functions. Engage Foundation. He had the vision to see

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15:50 Domino's Pizza Case Study Gerhard Heide has nearly 20 years of David Wild, Chief Executive, Domino's experience advising many of the major Pizza Group B2C companies across Europe and the US on a wide range of analytical Domino’s is the number 1 pizza delivery company in the methods and service delivery UK and has successfully transitioned from telephone technologies. He has delivered significant ordering to embrace new technology and be a leader in customer-centric solutions across many on-line ordering. The case study will explore the journey major industry sectors, including finance, and describe Domino’s plans to engage customers more communications, utility, retail and the public sector. His deeply, to exploit its success further. current focus is on CRM, business insight and social media. He has also worked in statistics and queuing theory in David is currently Interim Chief Executive of collaboration with scientists at CERN and a number of Domino's Pizza Group, he is also an NED leading universities. He holds an MSc and a PhD in of the multi-channel consultancy Mathematics from the University of East Anglia. Practicology and Senior Independent Director of Premier Foods plc. Previously, he was CEO of Halfords and held senior Panel Debate roles within Tesco and Wal-Mart. 16:50 Future of Contact Centres Panel Debate Dr Nicola Millard, Head of Customer Insight & Futures, BT (Chair) 16:10 “You are what you do” – the importance of Gerhard Heide, Director Global Market Strategy, Value based customer experiences Pitney Bowes Richard Stollery, Head of Customer Sales and David Joel, Enterprise Business Development, Service Centre Transformation, Marks & Spencer Deluxe Laboratories Vanda Nena, Social Media Servicing Supervisor, Marks and Spencer has just updated it’s Company Values Air France from Quality, Value, Innovation, Service and Trust to....? Jo Storey, Head of Customer Performance, Why is this so important and what does it mean for their Barclays employees and their customers? Dr Nicola Millard Richard Stollery has recently moved back Dr Nicola Millard heads up customer to the UK to become Head of Customer insight & futures with BT Technology, Sales and Service Centre Transformation Service & Operations' Global Innovation at Marks & Spencer. For the preceding team. Despite working for a technology two and a half years Richard was Global company, Nicola isn't actually a CRM Director at Adidas AG in Germany. technologist and combines psychology Before that he was Director of Consumer with futurology to try and anticipate what Experiences at LEGO. Richard joined the might be lying around the corner for both LEGO Company in 2001 as European Consumer customers and organisations (sadly, her crystal ball is Services Director. He designed, developed and currently broken). implemented the “Now to Wow!” strategy that brought greater focus on the consumer experience across multiple Nicola has now worked for BT for 22 years (she started LEGO touchpoints. Earlier, Richard was General Manager, when she was 6!) She has done a number of jobs around Direct Operations, Xerox Europe. the BT business, including research, user interface design, customer service and business consulting as well as writing, presenting and directing BT's annual school's lectures for 5 years. Nicola likes nothing better than to Victoria 1 challenge conventional business thinking; from how call centres are managed to the ways in which people work.

Customer Engagement She got her PhD from Lancaster University in 2005 on the psychology of motivation and technology acceptance in in Contact Centres call centres, published her first book in 2009 and now 16:30 The Ideal Contact Centre – The Place Where spends most of her time doing research, writing blogs, Everything Comes Together articles and white papers. She has also appeared on the Gerhard Heide, Director Global Market Strategy, BBC (Radio and TV) and Channel 4 TV in the UK, Sky Pitney Bowes News in Australia, has done a TED talk and is a judge on a number of award panels, including the Institute of • Taking the long view: The critical importance of the Customer Service awards. contact centre for engaging your customers • State of the Art: How Nationwide, TeliaSonera and Yorkshire Water are When she’s not doing all that, Nicola travels around the using the contact centre to deliver a consistent, highly world presenting at conferences and running workshops personalized, effective cross-channel experience ensuring with an assortment of organisations including banks, travel organizational alignment • What next: What is the need companies and retailers, to name but a few. In the little for a social and local contact centre? What does the spare time she has she is writing a novel, enjoys going to ultimate contact centre look like? the cinema and theatre and does a number of martial arts.

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David Joel David has spent over 25 years in the Victoria 2 Broadcast and Media industry at ITV and Deluxe. The advent of Digital technology has seen the greatest transformation of Financial Services customer expectations in recent years. As Customer Engagement Video on Demand has moved from the 15:30 Bucking the Trend in the Finance Sector computer to the main television, viewers - how CaaS raises the bar in Customer expectations are that they expect to be able to see Service Excellence everything and now. This is particularly relevant when they Sharon Field, Managing Director and Founder, subscribe. The reality is that that isn’t always achievable. Fortalis Aligned with that, internally traditional Broadcast companies have a traditional linear workflow and Why migrate from a ‘traditional’ contact centre to an ‘all- workforce. Educating staff to service customers in this new in-one’ cloud (CaaS or Communications as a Service)? The Digital age is almost as challenging as keeping pace with Car Finance Company with its innovative approach have the customer in the first place. realised benefits ranging from brand awareness, operational efficiency improvements and customer satisfaction perspectives built on a solution that is Vanda Nena sustainable yet scalable. Since joining Air France back in 1994, I have held a variety of roles that gave me Sharon Field is the Managing Director and skills and experience across the Air France Founder of Fortalis - a UK based contact Group. Most of my roles where frontline centre outsourcer using at-home agents and gave me the possibility to work to deliver front and back office balance to towards a better customer experience. For their customers across the UK and the past 10 years I have been working with Europe. One-such organisation is The Car multi-language teams that work directly with our Finance Company in Portsmouth. In customers. I am Portuguese and fluent in both Spanish addition to outsourced agent activity, Fortalis and English and I have working knowledge delivers Contact Centre Consultancy to The Car of French. Finance Company. In this capacity Sharon was central to the review and selection of Interactive Intelligence as a Two years ago I embraced a new project to set up a Social Cloud-based contact centre solution. Media servicing department for Air France. In this multi- channel team we handle twitter, Facebook and Instagram 15:50 How employee engagement impacts customer in 5 languages. Our main goal is to achieve excellence in engagement, performance and profitability… customer satisfaction & regain our customer loyalty. The the journey of LV= to be Best Loved by our team emotionally connects with customers and applies 5 people as part of our vision to be Britain’s Best service attitudes on their day to day: make others feel Loved Insurer. unique, take initiative, make details count, show you care and Peter Sinden, Director of Sales & Service, LV= Value. In 2014, our team has been awarded the European Best Social Media team in Customer Service and I was No matter how big or small your contact centre, how awarded the E-business/Social Media Manager of the year. many channels are included in it, or what your operating model is, these mean nothing without the engagement, drive and support of your people. Given they are closest Jo Storey to the customer and the ones that truly know what’s Jo is responsible for driving improvements going on in your business we’ll be kicking off the in customer satisfaction and complaints conference with a dissection of how LV= are making great performance within their contact centres. things happen, through the power of people. • Assessing She is a qualified quality and customer and driving employee engagement • Examining the improvement specialist and passionate correlative relationship between an engaged workforce about using customer feedback and insight and engaged customers to achieve the ultimate customer to shape the future experience for both experience and drive optimum profits • The need to customer and colleague. challenge complacency with a culture of relentless continuous improvement. Prior to joining Barclays Jo worked in the outsourcing contact centre industry for 20 years during which she built Peter is an experienced leader who is excellent skills in operational contact centre management passionate about his colleagues and and in establishing several new contact centres. customers. He spent 25 years with Lloyds TSB, the last five running their Direct When not obsessing about customers, she loves Insurance business, then followed his teaching people to ski, and hopes to reside in the enthusiasm for developing customer mountains one day. experience and moved to LV= in 2005. Here he has led his team to great success as LV= shot from the UK’s 12th to the 3rd largest car insurer.

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Among the high points have been winning the much accounts operated by each location using Social Retail’s prized European Call Centre and Customer Service award unique training and analytics programme. for Best Customer Service three years running and the Customer Contact Association Global Excellence award for Pete Doyle, Founder and MD of Social Retail Great Places to Work two years in a row. These Limited, provides specialist Social Media achievements undoubtedly helped LV win insurer of the and eCommerce Management Training & year at the British Insurance Times Awards last year. Analytics for the Retail Industry. Social Retail’s client portfolio ranges from stand Peter passionately believes in LV’s ‘virtuous circle’: that by alone stores to multi-national chains. putting colleagues first, customer satisfaction soars and with loyal customers-profits flow. This winning formula has Pete has worked in the retail industry for the collected 13 additions to his trophy cabinet in the last 12 last 20 years and has launched several months and the ‘sharp with a heart mutual’ has returned to eCommerce websites for retail brands including Waitrose, healthy profits. Peter was embarrassed recently as he was ToysRus, Hamleys of London and Direct Wines. He runs crowned as the CCA’s Director of the year in 2012 bespoke workshops, consultation and staff training programmes which are recognised by the Henley Business 16:10 Connecting our people to the daily lives of School, where he is also a guest lecturer. our customers Sean Risebrow, Director of Customer A published thought leader, Pete is also an active blogger Experience, Fidelity and an experienced public speaker. He has previously provided analysis and insights for the British Retail The path to customer experience maturity is Consortium, The Horticultural Trades Association, The well documented, well understood and Global Lottery Summit and the official Retail Expo. ultimately is a cultural one. All companies, across all sectors, have travelled the same Pete founded a local charity called Reading Rock journey. We are faced with a simple Academy teaching rock music and helping new bands in execution challenge, not a strategy one. his local town. By comparing and contrasting the customer experience learnings at Virgin Media and Fidelity Worldwide Investment Panel Debate the session will highlight the importance of 16:50 20th Century thinking is dead: why the creating an operating discipline that continuously information revolution means you need a connects all parts of the organisation to daily lives of new plan customers. Fundamentality giving both customers and Ben Stockman, Founder, SXSELondon (Chair) employees a voice is the secret to long term sustainable Jon Morter, Award-winning social media business growth. community specialist and speaker, Andrew Walker, Digital tech entrepreneur, As Director of Customer Experience, Sean led the creative director & data geek, transformation of Virgin Media’s customer experience from Mevan Babakar, internet native, a talented its launch in 2007 until its acquisition by Liberty Global in content creator, and a digital activist, 2013. The turnaround in the quality of experience has SXSELondon been by quoted by analysts as a key element in the $5 to David Angell, SEO & Wordsmith Digital Director, $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to Ben Stockman industry lead. Sean is one of a few Senior Executives that Ben is the founder of London's grassroots has successfully led an organisation through the four social media festival SXSELondon, a recognised stages to Customer Experience Maturity – Fix, charity event covering all things digital Deliver, Differentiate and Delight. Sean joined Fidelity that tries to answer the question "How is Worldwide Investment in February 2014, to shape and technology changing us?" Ben also drive the customer centricity programme and “put created the biggest political Facebook customers' at the heart of everything we do”. Sean has campaign in UK history, with membership held a number of senior sales, marketing, operations and of nearly 200,000 people, surpassing the business change roles. number of Facebook fans of all the political parties combined at the time and gaining national media coverage.

Social Customer Formerly from a B2B marketing background, in the last Engagement few years he has project-managed for the multiple award- 16:30 ‘Social Retail Case Study- Maplin Electronics’ winning Rabbit agency, where he ran several campaigns - Tweeting from the shop floor and events for national and global clients, winning PRCA's Pete Doyle, Founder & CEO, Social Retail Group "Best Campaign" award for AVG's Digital Diaries series. He also trained their team in community management - they Pete will talk about how they have transformed local went on to win Agency of the Year in 2012. More recently marketing using Twitter within retail store operations. He he was in charge of growing global online communities of will share with you exclusively a case study with Maplin nearly 2 million for AVG Antivirus, winning Useful Social Electronics and how they the retailer has moved from one Media's "most social business" award in the process. central twitter account into over 200 local twitter

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In addition to running social media events & campaigns, registered to vote, where she planned and executed the Ben has recently co-founded Wordsmith Digital Ltd, a first ever National Voter Registration Day. She now works TechHaus that consults on social media & SEO for at Full Fact - Britain's independent fact checking pharmaceutical, civic & government bodies. organisation and is gearing up for some exciting General Election plans. Mevan also creates digital (and real life) Jon Morter treasure hunts for brands and organisations for the Described as a “Social Media Hellraiser” purposes of training and team building... and occasionally by The New York Times, Jon Morter is just for the hell of it. best known for his gatecrashing of the music industry in 2009 with his David Angell phenomenal ‘Rage Against The X Factor' David has worked within digital campaign, sweeping Rap/Metal band Rage marketing and communications since Against The Machine into the sought after 2004, holding positions across the UK Christmas No.1 spot. His carefully executed disciplines of online advertising, SEO, plan not only outsold the previously unbeatable X Factor social media and marketing strategy. single, but broke a Guinness chart record in the process as Notably he worked for three years at well as raising over £150,000 for charity. This success Google’s EMEA Headquarters as an award opened the door for Jon to work on campaigns for some winning optimiser in their early AdWords team. big artists in the industry including Nirvana, Sex Pistols, He also launched and managed the Google Earth Rod Stewart, a No.1 album for The Rolling Stones, plus the Outreach and YouTube Non-profit programmes, gaining 2012 Christmas No.1 campaign for The Justice Collective. experience in the world of CSR as well as of the organisations his work benefited. Jon has won awards for his social media and charity work including the Metal Hammer Golden God award (the one He subsequently ran Digital Communications for UK he’s most proud of), and nominated for many others Deputy Prime Minister Nick Clegg from 2009 until his including the National Marketer of the Year award (losing election to the position following the 2010 election, he also to the Compare The Meerkat campaign). Aside from co-authored the Liberal Democrat’s Online General music-related projects, Jon has also worked with many Election strategy and advised on technology and digital large brands such as IKEA, Confused.com, and Hyundai. policy. He has since worked in business development for a Not only is Jon also infamous for creating the key London Creative agency, a mobile photography stock 'Condescending Corporate Brand’, a cheeky swipe at large agency and helped found two social media startups. He is companies trying to ‘do’ social media, but did you know he Associate Director of Brand Response, co-founder of ‘designed’ the 25th anniversary sandwich for Pret a Social Placement and Director of Wordsmith Digital. He Manger? …their ‘Bacon’ sandwich! also consults in SEO, analytics and digital communications for the British Medical Association. Andrew Walker Andrew Walker is a digital strategy 17:30 Entertainment and consultant, author and speaker. Over the Networking Drinks Party last eighteen years he’s co-founded three Featuring Comedian Simon Evans successful technology startups, was the plus free iPad Draw first person to interview senior UK politicians (including a UK Prime Minister & Networking Drinks sponsored by HGS deputy PM) on Twitter, created data mining systems, helped set-up the Child Exploitation and Online Protection Centre (CEOP), reported on elections for the BBC, been a guest technology expert on Sky News and radio (BBC R4 Today, PM, World at One, World Have Your Say) & written in newspapers (Independent, Guardian) and magazines (Linux User, .Net, WebUser) about digital technology, business and culture.

Mevan Babakar Mevan is an internet native, a talented content creator, and a digital activist. She first started working with SXSELondon in 2010, when she successfully roped in over 400 people to turn up to a noisy but terribly polite flash mob in Trafalgar square. She has since been finding ever newer and more unusual ways to engage people on and offline, using the kind of creativity not normally found outside of adventure games!

Mevan has spent the last few years working at Cancer Research UK and as the Head of Digital for Bite the Ballot, an organisation dedicated to getting young people

CUSTOMER ENGAGEMENT SUMMIT 2014 17 ROUNDTABLES

Table 1 hosted by The Peer Awards 16:30 British Airways: Case Study 11:00 DPG plc: Using Social Media for Customer Mark Neath, Lead Consultant, ORConsulting Ltd Engagement Mike Collins, Head of Learning Solutions ORConsulting is a psychology practice for business with 20 years’ experience of behaviour change programmes in How can organisations start to use social media to engage complex organisations. Mark is one of the team that effectively with their customers? What does this look and delivers the Peer Award winning 'Beyond the Flight Deck' feel like? What tools are available and how do you get programme for British Airways. He has worked with started? What do customers expect from organisations in hundreds of senior managers and leaders helping them to the 21st century? This roundtable topic will focus on using achieve change through the practical application of social media to create value for customers. Providing a psychology. social space for your customers to connect with each other or share things in public can be a scary thing to do but working in an open and transparent way helps develop longer lasting relationships and moves customers from being ‘just a customer’ to being brand ambassadors. Sharing insight across the silos – where Is this just another marketing tactic or something much operations meet customer experience deeper? The conversations will happen regardless, it is Table 2 hosted by The Innovation Awards your choice to be involved to help shape them. Paul Smedley, Founder & Chair, The Forum Nicola Callan, Head of Engagement & Learning, The Forum 12:00 British Airways: British Airways Personalising the Customer Experience 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 Miranda Mihkelson, Touchpoint Engagement 15:30 – 16:10 / 16:30 – 17:10 Executive Great innovation transforms the experience of customers The team at British Airways is gathering intelligent insights and colleagues, changing the way we work in the wider into the customer experience and it’s this data that the organisation or with partners. Take this opportunity for pilots (and others) use to keep them informed. The work round-table discussion on how we break down siloes, BA are doing is market leading - and central to the Peer share actionable insight and drive a better customer Award winning “Beyond the Flight Deck” approach. experience, looking across all channels and reflecting the entire customer journey. This is your chance for personal conversation with a small group of business leaders, 14:00 DPG plc: Creating Communities to Support including some of today’s speakers. Business Growth Mike Collins, Head of Learning Solutions These prestigious awards are organised by The Forum, the independent professional association focussed on With the rise of social technologies it has never been raising standards in customer contact. The round tables easier for organisations to create online communities are hosted by Paul Smedley, Founder & Chair at the around their products and services. From providing real Forum or Nicola Callan, Head of Engagement & Learning, time support to customers to rewarding loyalty with together with business leaders in organisations that have latest offers and discounts – all of this can be done in an been recent Innovation Award finalists and winners, open and collaborative way to create long lasting including Peter Sinden, Director of Sales & Service, LV=, relationships where customers can feel more valued than Warren Tait, Customer Services Director, Neopost, James ever before. In addition to this, the ability to create Leech, Service Lead, Argos – part of the Home Retail communities within organisations to share expertise and Group, Mathis Wagner, Head of Customer Services, knowledge quickly and effectively can also drive Charles Tyrwhitt. organisational success. This roundtable topic will focus on both these exciting opportunities.

15:30 Engage Mutual: Using Customer Feedback to Omni-channel Customer Engagement Shape Decisions Julie Stead-Connor, Communications Specialist at Table 3 hosted by Aspect Software Engage Mutual Jon Lingard, Client Success Manager, Aspect Software

The Engage Foundation is a way of re-distributing profits We will discuss the opportunities presented by the omni- in meaningful amounts to customers in a time of need for channel customer. How this impacts customer interactions themselves or for the wider benefit of their community. & what the new opportunities are to improve the customer Developed in consultation with customers, putting them experience, increase automation, lower engagement costs at the heart of the benefit, empowers them to make a and drive new opportunities for sales, marketing & service. difference in areas that matter to them. As part of this discussion we will explore how this engagement can not only inform decisions, but create exponential peer-to-peer campaigns that resonate with potential customers.

18 CUSTOMER ENGAGEMENT SUMMIT 2014 ROUNDTABLES

Next Generation Customer Engagement Omni-shambles to Omni-presence - Be Proactive Not Reactive Table 7 hosted by NewVoiceMedia Table 4 - hosted by Zendesk Maria McCann, Customer Engagement Leader, James Ireson, Director, Northern Europe, JoHo Ventures Zendesk UK Limited 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 15:30 – 16:10 / 16:30 – 17:10 Maria McCann (the digital and social customer supremo of James will chair a roundtable exploring the changing Aurora retail brands and Spotify fame), will be looking at dynamics of customer services. How moving from a practical steps towards delivering a consistent customer purely reactive cost centre to a fully engaged pro-active experience regardless of channel. resource that can drive business and turn customers into promoters.

Executing Consistent, Profitable, Excellent Why the conventional approach to training in Customer Experiences the contact centre kills customer experience: Table 5 hosted by Nunwood The operational perspective and changing the Chris Nutt, Business Development Director, Nunwood game plan Table 8 hosted by Merchants 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 Lisa Roos, Business Development Executive, Merchants 15:30 – 16:10 / 16:30 – 17:10 11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 Customer Experience is now firmly established as the 15:30 – 16:10 / 16:30 – 17:10 main competitive battleground for ambitious leaders. However the consistent delivery of excellence continues to Trainer led Traditional classroom training remains the be an elusive concept for many enterprises with complex mainstay of contact centre education. Organisations are portfolios of products and services, channels and using the likes of e-learning, knowledge tools and on- customer relationships to manage. At a conceptual level demand training to supplement knowledge, however we many businesses know and feel intuitively what good have yet to see the learner own their training. As the customer experiences look like. Executing them contact centre evolves, shifting from process bound to consistently and profitably is often more challenging, resolution focused, we have to keep pace with our training especially at a time when digitally aware consumers are methodology to ensure that we foster a culture of learning becoming more empowered by technology and regulatory and exploration rather than teach a culture of following driven change. The bar for customer expectations is rising. and dependency. We will explore whether learner driven learning is necessary, possible and effective and if It is, some practical approaches. Customer research - how not to miss the obvious Table 6 hosted by C3Partners Arjan Schimmel, Managing Consultant, C3 Partners

11:00 – 11:40 / 12:00 – 12:40 / 14:00 – 14:40 15:30 – 16:10 / 16:30 – 17:10 Sessions are pre-booked, some places may be available check We live in an amazing time. New technologies and digital innovations allow us to engage with consumers like never with the information desk before. Yet consumers feel that many businesses are out of touch. Aspects that they see as essential, even obvious, are often overlooked.

During this interactive round table session we will discuss Brand new for this year is a specially C3 Partners’ successful approach to understanding developed series of roundtable customer needs and walk through some of our recent discussions with leading industry findings. What do consumers love and what do they hate experts and consultants. when they shop? What obvious things can be done to improve the customer experience in 2015?

CUSTOMER ENGAGEMENT SUMMIT 2014 19 STRATEGYSTRARAATTEG Y Define youryour customercust omer vision SPONSORS

Clicktools

Clicktools develops cloud applications that integrate with CRM to help businesses better understand and serve their customers. Since 2001, companies have relied on Clicktools’ flagship offering, SURVE, the premium survey software for business, to integrate customer feedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent data loader, empowers non-technical users to centralize data from multiple cloud applications. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software.

Clicktools – a CallidusCloud company. David Jackson, CEO, Clicktools www.clicktools.com UK: 7 Branksome Park House, Bourne Valley Road, Poole, BH12 1ED. T: 0800 0432587 US: 1661 East Camelback Road, Suite 235 | Phoenix, Arizona 85016. T: 1.800.774.4065

Confirmit

Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Confirmit’s customer engagement model 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.

Visit www.confirmit.com or call T: +44 20 3053 9333 for more information.

eDigitalResearch

eDigitalResearch are insight specialists with an expertise in multichannel touch points. We help businesses to grow by providing bespoke insight programmes designed with passionate researchers, technical specialists and graphic designers all under one roof. We work closely with clients to deliver a range of insight solutions including Customer Experience Management, Voice of the Customer feedback and Multichannel consumer insight. eDigitalResearch not only offer digital research expertise and insight support, but innovative technology that works seamlessly with your data and systems, allowing us to offer flexible partnership options and creating an insight solution that fits your business needs.

www.edigitalresearch.com T: +44(0)1489 772920 E: [email protected]

CUSTOMER ENGAGEMENT SUMMIT 2014 21

SPONSORS Grass Roots Group The Grass Roots Group is the world’s leading provider of employee and customer engagement solutions with a mission to create value for our clients by inspiring people to deliver outstanding results. We are trusted by our clients with their three most valuable assets: their people, their customers and their brand. In short, their reputation. Founded in the UK in 1980, we operate in 15 countries throughout the world. Grass Roots Group companies have over 14,000 clients, including 41 of the FTSE 100, 104 of the FT Global 500. Grass Roots in the UK has been listed in the 2007, 2008, 2009, 2010, 2012 and 2014 Sunday Times list of Best 100 companies to work for.

To find out more visit www.grassrootsgroup.com or contact Natalie Beecroft at E: [email protected] or on T: 01296 739334.

HGS HGS part of the multi-billion dollar conglomerate Hinduja Group, is a world leader in transformational outsourcing providing businesses with unified customer engagement solutions to drive efficiency across their customer service operations. We have a global footprint across North America, Latin America, Europe, Asia and Africa, and work with some of the world’s most recognized brands. For over 3 decades, we have been helping businesses shape their customer engagement strategies, improve market share and hit all- important revenue bottom lines. In Europe, we conduct our daily business from 1000 seats, located in 3 contact centres in the UK and 4 in the European mainland. Within our centres, we handle in excess of 50,000 customer interactions a day across multiple channels and in 22 languages. Our European operations serve customers in 222 countries, for a multitude of clients. Several of which include UK’s most reputable brands such as Unilever, TalkTalk, Kimberly Clark, Virgin, the Department for Business Innovation & Skills and the Department for Energy & Climate Change. @teamhgsuk • [email protected] • www.teamhgs.com

UK Office: 266-270 Gunnersbury Avenue, London, W4 5QB T: 44 (0)845 194 9295

KANA Software KANA Software, A Verint Company, is a leading provider of cloud and on-premises customer service solutions. KANA helps global organisations – including many of the Fortune 500, mid-market businesses and public sector agencies – optimise their engagements with consistent and contextual customer journeys across agent, web, social and mobile experiences. Using KANA solutions, organisations can reduce costs, increase resolution rates and improve brand loyalty. Learn more at www.kana.com

Interactive Intelligence Interactive Intelligence is a global provider of contact centre, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on- premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. The company’s standards-based all-in-one communications software suite was designed to eliminate the cost and complexity of multi-point systems. Founded in 1994 and backed by more than 6,000 customers worldwide, Interactive Intelligence is an experienced leader in delivering customer value through its on- premise or cloud-based Communications as a Service (CaaS) solutions, both of which include software, hardware, consulting, support, education and implementation. At Interactive Intelligence, it’s what we do.

T: 01753 418800 • E: [email protected] • www.inin.com

CUSTOMER ENGAGEMENT SUMMIT 2014 23 [ know me ]

Customer engagement optimisation Each of youryour customers is unique – their needs, how theythey communicate, what theythey eexpect.xpect. Don’tDon’t just deliverdeliver experiences.experiences. WeWe can help youyou uncoveruncover those differences and deliverdeliver truly personalised engagement.

ForFor more information about customer engagement engage. optimisation, visit www.verint.com.wwww...vverint.com.

© 2014 VerintVVeerint Systems Inc. All Rights ReservedReserved Worldwide.Worldwide. SPONSORS

Merchants

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences.

We are pioneers in the contact centre industry with over 30 years experience in creating and managing contact centre operations around the world to 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.

For more information about Merchants, please visit www.merchants.co.za Follow us on Twitter @CCMerchBPO and LinkedIn

NewVoiceMedia

NewVoiceMedia powers customer connections that transform businesses globally. The leading vendor’s award-winning cloud customer contact platform connects organisations with their customers worldwide, enabling them to deliver a personalised and unique customer experience and drive a more effective sales and marketing team. With a true cloud environment and proven 99.999% platform availability, NewVoiceMedia ensures complete flexibility, scalability and reliability.

Spanning 116 countries and six continents, NewVoiceMedia’s 250+ customers include: Topcon, PhotoBox, DPD, Lumesse, QlikView and Wowcher. For more information visit www.newvoicemedia.com or follow NewVoiceMedia on Twitter @NewVoiceMedia.

Our contact info is: T: +44 207 206 8888 and Lee-Ann Bedford E: [email protected]

NICE Systems

NICE Systems (NASDAQ: NICE), the worldwide leader of intent- based solutions that capture and analyse interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time.

Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime and ensure compliance. They provide valuable insight about the business by applying real- time, cross-channel analytics to realize the intent of customers, or fraudsters, to enable proactive response for real-time impact.

The NICE Enterprise offering addresses the needs of customer- centric businesses with intent-based solutions. NICE provides solutions for increasing revenue, enhancing customer experience, improving regulatory compliance, and optimizing contact centre and back office operations. NICE Enterprise solutions are implemented by contact centres of all sizes, branches, trading floors and back offices.

NICE serves over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.

For more information: T: 0845 200 1000 • E: [email protected] • www.nice.com

CUSTOMER ENGAGEMENT SUMMIT 2014 25 We help businesses grow by providing bespoke Voice of the Customer programmes designed by passionate researchers, technical specialists and graphic designers all under one roof

01489 772920 [email protected] edigitalresearch.com twitter.com/eDRtweet SPONSORS

Nunwood We help businesses create consistently brilliant customer experiences. Nunwood is the world’s first ‘full-service’ customer experience management consultancy. This means we join customer experience strategy to experience measurement, customer journey mapping, feedback technology and frontline training. By connecting the dots, our clients delight their customers more frequently and achieve their commercial goals more easily.

To create brilliant results, we work hard to understand what ‘brilliant’ means. The Nunwood Customer Experience Excellence Centre is the world’s largest customer experience research centre. Its work ensures every Nunwood client is connected to the cutting- edge of international experience design and best practice. Our services span: • Strategy - Create your customer experience vision and roadmap • Insight - Evaluate progress, diagnose action and design improvements • Technology - Connect everyone to customer experience feedback and planning • Training - Show colleagues how every experience can be brilliant

[email protected] • [email protected] T: +44 (0) 845 372 0101 • www.nunwood.com

Pitney Bowes Pitney Bowes, a global technology company, powers billions of physical and digital transactions in the connected and borderless world of commerce. We enable data-driven marketing, parcel shipping & logistics, and statements, invoices & payments through our data management & engagement software, location intelligence offerings, and shipping & mailing solutions.

Helping clients achieve their greatest commerce potential are more than 16,000 passionate employees around the world, our relentless pursuit of innovation with over 2,300 active patents, and our focus on clients, who are at the centre of all that we do – from small businesses to 90% of the Fortune 500.

Europe/United Kingdom: The Smith Centre, The Fairmile, Henley-on-Thames, Oxfordshire, RG9 6AB T: 0800 840 0001 • E: [email protected] www.pitneybowes.co.uk

Verint Verint® Systems Inc. (NASDAQ: VRNT) is a global leader in Actionable Intelligence® solutions for customer engagement optimisation, security intelligence, and fraud, risk and compliance. Over 10,000 organizations in over 180 countries use Verint solutions to improve enterprise performance. For more information: W: www.verint.com • T: +44(0)1932 839500 E: [email protected]

Zendesk Zendesk provides a customer service platform designed to bring organizations and their customers closer together. With more than 45,000 customer accounts, Zendesk is used by organizations in 140 countries to provide support in more than 40 languages. Founded in 2007 and headquartered in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia and South America. Learn more at www.zendesk.com For more information: W: Zendesk www.zendesk.com • T: +44 20 3355 7960

CUSTOMER ENGAGEMENT SUMMIT 2014 27 Customer Customer Information Engagement Management Solutions

Deliver data you can trust

Enterprise data quality, Contact centre transformation integration, governance Customer lifecycle and analytics management Customer engaged billing Consolidate disparate information sources Digital self-service Connect to big data streams Build governance around business outcomes Cleanse and enrich with new data sources For more details please meet us at Customer Engagement Summit 2014 Gain new insight and understand customer context Exhibition Stand 75

www.pitneybowes.co.uk [email protected] (11/14) 14-MKTC-09083 EXHIBITORS Adetiq integrated to provide you with a consolidated view of your customer data. Our auto- “Adetiq is the UK based industry expert in generated email and SMS solutions act as an customer data capture. Our multi-channel immediate touch point with your customers, data capture solutions ensure that you can and our analytics team can provide valuable, collect, take action on and analyse customer actionable data insight. data and feedback quickly, and effectively. Adetiq offers a PCIDSS secure data processing environment and a combination of Our combination of offline, online and tablet over 45 years’ experience, advanced data capture solutions enable us to offer a technology and personalised service to truly integrated approach to your multi- deliver high quality, cost effective customer channel data collection. Experts in efficient, data processing solutions. accurate data capture from paper based forms, hosting online surveys and branded Lilah Walker, Head of Marketing and Sales tablet data capture solutions, we will ensure T: 01273 223995 that data from all channels is seamlessly E: [email protected]

Aspect Contact Centre into the leadership role for delivering an excellent experience to these Aspect is the only software company with a highly conversational consumers. Those fully-integrated interaction and workforce organisations that anticipate and adapt to optimisation platform for enterprise contact this "relationship revolution" will be better centres globally that need to profitably (and poised to build long-term customer loyalty seamlessly) orchestrate people, processes and and value. That Aspect has the only Contact touch points in an era when the contact centre Centre product suite that can work across all is the new centre of the customer experience. channels, in any environment and throughout the organisation to deliver remarkable We believe that today's consumers own the customer experiences. conversation, choosing when, where and how they communicate. That the emergence of For more information visit dynamic, web-based and very public consumer T: 0208 0188345 E: [email protected] communication channels is thrusting the www.aspect.com/uk

Ember is committed to achieving tangible business benefits. Its recommendations are backed by Ember is a new kind of customer management robust and detailed analysis as well as a clear consultancy focused on helping its clients to outline of the financial benefits the client can realise commercial value from their customer expect to gain through implementation. In management activities. It does so by this way Ember provides a clear business identifying and then exploiting opportunities case for change, innovation and restructure. for cost reduction, revenue enhancement and improved customer worth. In that respect T: +44 (0)20 7871 9797 Ember has an unashamedly financial focus and E: [email protected]

Trustpilot Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide Trustpilot is an online review-driven reviews of their experiences, allowing for a community and platform that builds more open conversation about business relationships between consumers and improvements based on personal feedback. businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, Learn more at: now providing over 85,000 businesses with www.business.trustpilot.co.uk TrustScores based on more than 7.5 million Trustpilot, 16 High Holborn, London, WC1V 6BX reviews. Trustpilot operates in 24 countries, E: business.trustpilot.co.uk/contact-us with offices in the UK, US and Denmark. T: +44 (0)203 630 0750

WNS and special service desk to the more advanced services such as loyalty program WNS is a leading global business process management, Web analytics and contact centre management company offering business analytics. Among WNS’s recent innovations in value to 200+ global clients across key contact centre are the WNS Sales Centre of industry verticals, including Banking & Excellence - an innovative approach that Financial Services, Insurance, Travel & Leisure, helps enhance revenue generation for clients Retail & Consumer Packaged Goods, and and ProGenie - WNS’s proprietary framework Utilities among others. for unified Web engagement aimed at real- time customer engagement, service and sales WNS has strong domain-expertise in the on the Website. WNS has 35 delivery centres contact centre space and delivers end-to-end spread across 10 countries. customer care services across multiple WNS Global services (UK) Limited channels and languages. The service Malta House, 36-38 Piccadilly, London, W1J 0DP spectrum ranges from conventional solutions T: +44 207 440 0800 such as customer service, customer F: +44 207 440 0808 complaint management, collections, technical www.wns.com

CUSTOMER ENGAGEMENT SUMMIT 2014 29 LET’S MAKE THINGS HAPPEN

Grass Roots is the world’s leading provider of employee and customer engagement solutions. You’ve probably encountered our work today without even knowing it. When you fi ll up your car or get on your bike, top up your phone, receive an award at work, do your grocery shop, claim an on-pack promotional offer, browse online, call your utility supplier, eat out and even switch off your low-energy lights at night… (phew!), the chances are that Grass Roots could have played a part in making it happen.

Employee Customer Promotions Meetings Solutions Engagement & Incentives & Events

100,000 1 IN 6 REWARD 500,000 LEARNING PEOPLE IN UK FULFILMENT EVENT COURSES TAKE PART IN IN 102 DELEGATES DELIVERED OUR LOYALTY COUNTRIES ANUALLY ANNUALLY SCHEMES

So how can we help you? T: +44 (0)1442 829400 www.grassrootsgroup.com PARTNERS

C3 Partners look straight to your customers for the clearest possible view of performance there C3 Partners brings a radically different can be. With this clear understanding of the approach to organisational change that is customer Voice we uncover the reality of the centred unambiguously on the customer. We Gap between actual customer needs and put customers at the heart of the change experience, and your organisation’s agenda to accelerate and maximise perception of them. This is the foundation for performance improvement – delivering a Change programme to deliver a customer- transformed results for the organisation, centred future - using the customer as a based on great outcomes for their customers. compass to simplify complexity and guide strategic investment choices. C3 Partners’ unlocks the full potential of customer-centred change through its widely- C3 Partners, 120 Pall Mall, London SW1Y 5EA proven Customer-Centred Framework. We T: 0207 101 0737

CCMA provide credible benchmarking information and to help individuals maintain an awareness Formed in 1994, the CCMA is the longest of the latest trends and developments. established association representing the call The Associations Strategy Board is made up of centre industry in the UK. We support call centre professionals who work full time in contact centre managers through providing the industry and give up their time voluntarily opportunities to network; to openly share to support the Association and its members. best practice and to increase their skills and knowledge through specialist training. T: +44 (0)844 8000623 E: [email protected] Our aim is to offer timely and impartial advice www.ccma.org.uk to our members; to keep contact centre leaders www.ukcontactcentreawards.co.uk in touch with changes in their industry; to Twitter: @ccmatalk

The Forum Our team of independent experts offers advice and support, enabling members to Raising Standards in Customer Operations make a tangible impact in their organisation As champions of best practice and and show how the capability of each support professional development in customer function is fundamental to the business, contact, The Forum is widely recognised as through specialist accreditation, qualifications an innovative, inclusive and independent and standards benchmarking. community of professionals who stimulate collaboration and continuous improvement Nicola Callan underpinned by four communities: Head of Engagement and Learning T: 0333 123 5960 • Professional Planning Forum E: [email protected] • Quality & Customer Experience Forum www.planningforum.co.uk • Data, Analytics and Insight Forum • Customer Strategy & Leadership

The Peer Awards partnering with the Peer Award for Excellence in Customer Engagement. The Peer Awards are an innovative business award that puts the ideas of the finalists Stephen Citron, Director centre-stage. Finalists present their entries at The Peer Awards for Excellence a special conference where they also uniquely www.ThePeerAwards.com participate in the judging, and they all feature [email protected] in The Independent newspaper and at The T: 020 8395 8886 Times website. Engage Customer is M: 07913 950289

UKCCF organise site visits to contact centres in the UK. We also run monthly webinars. The UK Contact Centre Forum is the regional contact centre user group for London, South For more information please contact: East, Midlands & Yorkshire. We host networking Trevor Butterworth events where we invite guest speakers in to T: 07932 669 299 deliver thought provoking presentations that E: [email protected] will stimulate debate and discussion. We run www.uk-ccf.co.uk workshops and present case studies and Twitter: @UKCCForum

CUSTOMER ENGAGEMENT SUMMIT 2014 31 CUSTOMER ENGAGEMENT MADE EASY EVERY CHANNEL. EVERY TOUCHPOINT.

The ‘always on’ customer can be tricky to do business with; they do their homework online before calling and have a voice via social media to tell everyone how happy or unhappy they are with you. Perhaps trickiest of all, they hop from channel to channel expecting you to be right alongside them for the whole journey. In today’s competitive landscape, it’s more important than ever that you get that customer journey right.

• Personalised routing and contact handling regardless of customer channel choice

• Enhanced by rich data in Salesforce to inform every conversation

• Effortless customer experience as contacts are routed on context rather than channel

• Boost agent productivity with a single integrated desktop for handling newvoicemedia.com all contact channels Events for 2015 www.engagecustomer.com

24th February 16th July Evolution of Voice of Big Data and Analytics the Customer Directors Forum Directors Forum

26th March 24th September Customer Engagement in Customer Engagement the Retail Sector Directors Transformation Directors Forum Forum 21st May Customer Engagement in 22nd October Financial Services Directors Digital Customer Forum Directors Forum

25th June Social Customer 25-26 November Engagement Directors Customer Engagement Forum Summit Transforming performance. Engaging with care.

Customer management outsourcing that delivers for your customers. And for your business.

We’ve got what it takes to transform your customer management performance across every channel; XSQEOIPMJIFIXXIVJSV]SYVGYWXSQIVWERHQSVITVS½XEFPIJSV]SY-X´WHS[RXSXLI[E][IIRKEKI[MXL our clients. With care. Care for their business results and their customers’ satisfaction. With 25,000 people across the UK and worldwide, we’re working with leading brands and public sector organisations to do things differently – and better. Get in touch to see how we can help you.

@teamhgsuk e. [email protected] www.teamhgs.com The1st Employee Engagement Summit will take place in London on 16th April 2015

16 APRIL 2015

The Employee Engagement Summit has been launched to meet the growing demand by businesses to focus on implementing effective employee engagement strategies and operations as a number one business priority.

Recent surveys have shown that Employee Engagement is now the number one focus and challenge for CEO's having overtaken Customer Service.

The Employee Engagement Summit is organised by the Engage team who organise the Employee and Customer Engagement Forum, now in its fourth year and the highly regarded Customer Engagement Summit.

For more information contact Nick Rust on: [email protected] T: 01932 506 301 www.engageemployee.com

FEATURE

16 APRIL 2015

First Employee Engagement Summit set for Spring 2015

Engage Customer, organiser of the highly respected Employee and Customer Engagement Forums for the past four years, is following up the launch of its upcoming new web offering engageemployee.com with the announcement of our first Engage Employee Summit to be held in London on April 16 2015

“There is an irrefutable The Employee Engagement Summit will Employee engagement top mirror our already hugely successful body of evidence Customer Engagement Summit held in of the business agenda which proves that the autumn and now in its third year. The Of course the evidence is plain for all to Summits will also share the same venue, see. The improved business performance organisations with the Park Plaza Victoria Hotel. and market capitalisation of organisations who deliver great service engaged employees Research from the Financial Times through their people is now a given – have lower attrition, reveals that the two most important and even those who improve their business challenges identified by CEO’s service from low to average see benefits have more engaged are around their people and their go straight to their bottom line. customers and as a customer relationships. There is an Engaging and properly directing our irrefutable body of evidence which people is a no-brainer in terms of the result gain long-term proves that organisations with engaged benefits it brings. competitive employees have lower attrition, have more engaged customers and as a result While CEOs are putting their people and their customer relationships at the top of

advantage” gain long-term competitive advantage. ▼

CUSTOMER ENGAGEMENT SUMMIT 2014 37 FEATURE

their business agenda – still not enough of Engage Employee them are really drawing a causal link between the two, and making it part of an Summit leading field overarching business strategy. The Customer Engagement Summit is The signs are that businesses are moving already recognised as the leading joined- in the right direction, and those who do up customer experience event of the year are enjoying a clear competitive and our aim is to quickly establish the advantage. Our Employee Engagement Employee Engagement Summit as the Summit will put a spotlight on those leader in its field. organisations who are getting their employee engagement strategies right. Engage Customer co-founder and editorial director Steve Hurst says: “When Employees and we launched Engage Customer five years ago our rationale was underpinned by a customers first commitment to highlighting the Latest Customer Experience Excellence importance of organisations taking a research from Nunwood identifies as a joined up approach to engaging our unifying factor among the Top 10 of that people and our customers. Top 100, the best of the best, that they put their employees first. In doing so their “Our Employee Engagement Summit and people work within a culture that lends engageemployee.com will continue this itself to delivering high level and commitment to helping organisations reap consistent customer experience. the benefits of taking this holistic approach” “The virtuous circle The virtuous circle formed by highly The Employee Engagement Summit comes formed by highly engaged, motivated and well directed as a growing number of organisations are employees interacting across realising the business benefits that accrue engaged, motivated departments with increasingly when they forge a link between and well directed sophisticated and demanding digital age engagement of their employees and their customers is the only sustainable way customers – although there is still much employees interacting forward and will remain a focal point for work to be done. our activities. across departments Chris Wood, Engage Customer managing with increasingly The Employee Engagement Summit will director adds: “Employee Engagement highlight the cultural and commercial has always been high on our agenda at sophisticated and benefits of organisations taking an holistic Engage Customer and the time is now right and joined-up view of their employee and for us to expand our portfolio of activities demanding digital age customer engagement strategies. and drill down into the challenges and customers is the only opportunities that come from effective It will focus firmly on the key issues, employee engagement strategies. sustainable way challenges and opportunities around engaging our people and include world “Delegates at our Spring 2015 Summit will forward and will class case studies, expert opinion, be armed with all the tools and remain a focal point analysis, panel debates, roundtable techniques and insight they need to discussions and high level networking implement effective and successful long for our activities” opportunities. term employee engagement strategies.”

38 CUSTOMER ENGAGEMENT SUMMIT 2014 There are a lot of good reasons to consider the cloud. Increased flexibility. Faster deployment time. Minimal upfront capital expenses. Reduced IT requirements. But selection of the best contact centre cloud-vendor is the make-or- break decision. The Communications-as-a-Service offering from Interactive Intelligence is used by some to the most well-respected companies around the world. Our cloud solution provides you the high levels of security you require, with the level of control you determine, and the ability to move to on-premise if your business needs ever change. Moreover, you have access to the broadest set of applications available, with the ability to move as rapidly as you’d like. Good reasons to trust the Interactive Intelligence cloud.

www.inin.com

&217$&7&(17(5‡81,),('&20081,&$7,216‡%86,1(66352&(66$8720$7,21 Cloud-based or On-premise 12