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EVENT GUIDE #Engagesummits FRIDAY 28 NOVEMBER 2014 VICTORIA PARK PLAZA, LONDON Inspiring change to drive customer and employee engagement, performance and profitability EVENT GUIDE www.engagecustomer.com #EngageSummits DOWNLOAD MOBILE EVENT GUIDE m.engagecustomer.com Our Sponsors CLICKTOOLS BOOTH #14 in Beatrice 2 www.engagecustomer.com #EngageSummits 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,
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