EVENT GUIDE The only joined-up customer experience event to drive customer and employee engagement solutions, performance and profitability #engageces www.engagecustomer.com SPONSORED BY: EXHIBITORS: 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 Customer Engagement Summit 2013 Welcome A warm welcome to the second Customer Engagement Summit, the only joined-up customer experience event to drive successful customer and employee engagement strategies for organisations looking to improve customer retention, loyalty, and business performance and profitability The Summit includes world class case studies, presentations from leading practitioners, economists and academics from around the globe, panel discussions and top notch Follow us on Linkedin opportunities for high level networking with peers including a networking party and dose of entertainment thrown in for good measure. The Summit is effectively a ‘mash-up’ - and much, much more - of the content of our hugely successful series of Directors Forums that have run over the past three years. The changing dynamic of the relationship between organisations, their employees and more @engagecustomer especially their customers is already well documented. The pace of that change is being accelerated further by the proliferation of channels our customers are operating across and the fact they are more likely to voice their opinions - increasingly to each other - on how we #engageces engage them across those channels than ever before. www.engagecustomer.com For the first time in history our customers and our employees have access to better technology than the organisations who serve them – the key question now is what do we do about it? Organisations must think long and hard about how their internal silos are impacting on their customer relationships. We need to cut across those silos where possible to focus on the Contents needs of our customers. Yes HR does indeed need to be talking to marketing. We are now operating in a truly omnichannel business environment and we have to be where 4 Floor Plan our customers are and offer them relevant and seamless service across those channels – 5 Agenda Summary otherwise believe you me they will find an organisation that does! 6 - 12 Itinerary Delegates today will enjoy a whole host of world class case studies from organisations who 13 -16 Sponsors/Exhibitors are getting their customer and employee engagement strategies right. The mouth-watering case study roster for today’s Summit includes Lego, Lloyds Banking Group, Argos, BT Retail, 18-19 Social business future Carnival UK, Nationwide, Lebara, Boots UK, O2, BSkyB, LV=, Siemens and Norfolk County 21 Wearables, tablets, M2M Council. 23, 25 TalkTalk outsourcing The chief aim of our Summit is for delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful employee and customer 27 Customer authenticity gap engagement strategies over the long term for sustainable competitive advantage. Have a 28, 29 The Peer Awards 2014 great day. 30 No insight - no customers! Steve Hurst, Editorial Director 31 Engage Customer in 2014 Engage Customer The Customer Engagement Summit is organised by Engage Customer. Join Event Operations: Fiona Parker Design: Jason Appleby engagecustomer.com (free membership) and receive Latest News and Features, Weekly Editorial Advisory Board: Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more. Dr Guy Fielding, Richard Sedley, Rod Butcher, Hugh Griffiths, Marcus Hickman, Karine Del Moro, Editorial Director: Steve Hurst: [email protected] David Cottam, James Rapinac, Managing Director Chris Wood: [email protected] Crispin Manners, Professor Moira Clarke, Sales Director Nick Rust: [email protected] Professor Katie Truss, Mike Havard 3 Customer Engagement Summit 2013 Floor plan Beatrice 1 Stage 12 11Closing Keynote 13 & Party Catering 10 14 Beatrice, Victoria & Victoria Lobby 9 8 Victoria 2 Victoria 1 7 15 6 Beatrice 2 5 4 3 Area Speakers Entrance Entrance Catering Registration Business Lifts Centre 2 1 Toilets Cloakroom Stairs to Reception To Lift Stand Numbers 1 Customer Engagement 5 Call Centre Management 10 ONVA Peer Awards Association 11 Nuance 2 Engage Customer 6 eDigitalResearch 12 Stage - Closing Keynote & Party 3 Professional Planning Forum 7 eGain 13 Interactive Intelligence 4 Brand Biology 8 Nunwood 14 Thunderhead.com 9 Confirmit 15 Ember Services 4 Agenda Summary Plenary Keynotes: Victoria 1 & 2 08:00 Registration and Coffee 09:00 Welcome - Mike Havard, Summit Chairman, Director, Ember Services 09:10 Economy Keynote - Anthony Hilton, Senior Business Commentator, Evening Standard & The Independent 09:40 Customer Engagement Keynote: Bigger than the Internet - Morris Pentel, CEO, Customer Experience Foundation 10:10 Keynote Case Study/Live Performance, Virgin Media “Grumpy tech meets grumpy customer: this can’t end well… or can it?” Jill Dean, CEO, Brand Biology. Suzie Carr, Head of Talent, Performance & Engagement, Virgin Media 10:40 Coffee Stream 1: Victoria 1 Stream 2: Victoria 2 Chaired by Mike Havard Chaired by Crispin Manners Evolution of the Voice of the Customer Customer Engagement in Retail & Financial Services 11:00 LV= Case Study: Put People First to Prosper 11:00 The VOC imperative and landscape Peter Sinden, Director of Sales and Service, LV= Jeremy Cox, Principal Analyst - Customer Engagement, Enterprise Solutions, Ovum 11:20 Argos Case Study Perry Price, Head of Customer Operations, Argos 11:20 BT Retail Case Study: From Service to Loyalty 11:40 Lloyds Bank Case Study: Effective Root Cause Joanna Howard, General Manager, BT Retail Analysis for Business and Regulatory Success 11:40 The DNA of Great Customer Experiences Martin Dodd, Customer Services Director, Lloyds Banking Group Phil Rushfirth, Managing Director, Nunwood 12:00 Easier said than done? Just how effortless can self-service become? 12:00 How to make big companies behave like little companies Sebastian Reeve, Director Product Management & Marketing Derek Eccleston, Commercial Director, eDigitalResearch EMEA , Nuance 12:20 Q&A 12:20 Q&A 12:30 Lunch 12:30 Lunch Workshop: Victoria 2 12:45 ‘Is aiming for superior service really worth it?’ ….Hear from the winners of the 2013 Contact Centre World Awards - 13:15 Mike Havard, Summit Chairman, Director, Ember Services Les Blacker, Site Director, HGS Preston (home to the award winning TalkTalk Retention and Loyalty Centre of Excellence) Customer Engagement in Contact Centres Employee & Customer Engagement 13:30 Lebara Case Study: European Call Centre of the Year, 13:30 Evidence of the Linkages Between Employee 2012 & 2013 Matt Kemp, Director of Customer Services Engagement and Performance Bruce Rayton, Author of & Anija Obmann, Head of Training, Lebara 'Nailing the Evidence', MBA Director, University of Bath 13:55 Carnival UK Case Study: Engaging Our People & 13:55 Nationwide Case Study: The View from Both Lenses Partners to Ridiculously Exceed Customer Expectations Amanda Reynolds, Head of Employee and Customer Gerard Tempest, Chief Commercial Officer & Engagement, Nationwide BS Jeremy Tait, Insight Director, Carnival UK 14:20 Customer Engagement – Getting the Technology 14:20 Lego Case Study, ‘The Learning Curve’ - The Evolution Foundations Right Conrad Simpson, Director, of LEGO Service from 2009-2013 Interactive Intelligence Sophie Patrikios, Senior Director Customer Service, Lego 14:45 Q&A Chaired by Paul Smedley, Founder and Chair, 14:45 Q&A Chaired by Duncan White, MD, Horizon2 Professional Planning Forum 15:00 Coffee 15:00 Coffee Omnichannel Customer Engagement Customer Engagement in Public Sector & Utilities 15:20 Super Agent 2020: The Future of the Contact Centre in 15:20 Norfolk County Council Case Study: How the an Age of Customer Autonomy continuous use of daily customer interactions helps Dr. Nicola Millard, Futurologist, BT drive service change and improvement and savings 15:40 How to achieve Excellence for Customers Joanna Hannam, Head of Customer Services and Joe Goasdoué, Chief Executive, The British Quality Foundation Communication, Norfolk County Council 16:00 BSkyB Case Study: Using mobile to drive better cross 15:50 ‘Voice of the Customer’ at Affinity Water channel engagement Morag Kent, Marketing Manager, Affinity Water Lyndal Newman, Head of Marketing for The Cloud, BskyB 16:20 Three Ways to Realise the Transformation Opportunity: Case Studies from the Utility and Public Sectors 16:20 A shift towards meaningful engagement Simon Foot, Principal Consultant, Ember Services Darren Loveday, Product owner, Thunderhead.com 16:45 Q&A 16:45 Q&A Chaired by Ben Stockman, Social Media Specialist Closing Keynote & Networking Party: Beatrice 1 - Stage 17:05 Closing Keynote - Ben Page, Chief Executive, Ipsos MORI 17:30 Networking Party and iPad Draw - Sponsored by HGS 5 Customer Engagement Summit 2013 Itinerary 08:00 Registration and Coffee innovations in technology over the last 25 years winning a number of prizes. he has managed projects valued in hundreds of millions and Plenary Keynotes - Victoria 1 & 2 been involved in a number of high profile service deliveries on a national scale. He has influenced technology design and best practice 09:00 Welcome for the delivery of contact technologies for nearly a quarter of a Mike