CUSTOMER ENGAGEMENT SUMMIT 2015 - Engage Employee - How customer and employee ... · 2019. 10. 4. · employee behaviour and where organisations are having to ... Digital eagles –

PLATINUM:

GOLD:

SILVER:

CUSTOMERENGAGEMENT

SUMMIT 2015THURSDAY, 26 NOVEMBER 2015VICTORIA PARK PLAZA, LONDON

How Artificial Intelligence, the Internet ofThings, Robotics and Automation will change

the way we work and engage with ourcolleagues and customers

EVENT GUIDE

customerengagementsummit.com@EngageCustomer @EngageEmployee #EngageSummits

engagecustomer.com

CUSTOMERENGAGEMENT

COMMUNICATIONS

COLLABORATION

Deploy in the cloudor on premise

A very warm welcome to the fourth CustomerEngagement Summit, the biggest event of its kind inEurope, and the only joined-up customer experienceevent to drive successful customer and employeeengagement strategies for organisations looking to improvecustomer experience and retention, employee engagement,business performance and profitability

4 Floor Plan5 Agenda Summary

6-19 Agenda21-25 Roundtables26-36 Sponsors38-40 Exhibitors42-44 Partners

44 Book Promotions46 Volume 4849 The Choir With No Name50 Pepper Robot

WELCOME

CONTENTS

3CUSTOMER ENGAGEMENT SUMMIT 2015

Steve Hurst - Editorial [email protected] • T: 01932 506 304

Nick Rust - Sales [email protected] • T: 01932 506 301

Chris Wood - Managing [email protected] • T: 01932 506 303

Katie Donaldson - Marketing [email protected] • T: 01932 506 302

Fiona Forbes - Event [email protected]

Dan Keen - Delegate [email protected] • T: 01932 506 306

James Hitchinson - Delegate [email protected] • T: 01932 506 305

Claire O’Brien - Sponsorship [email protected] • T: 01932 506 308

customerengagementsummit.com@EngageCustomer #EngageSummits engagecustomer.com

Customer Engagement Summit is organised by Engage Business Media LtdJoin engagecustomer.com (free membership) and receive Latest News and Features,Weekly Newsletter, Engage Customer, Invitations to Directors Forums, Summits and more.

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGCompany Registration No. 8636460

The Summit this year draws on the success of our first threeSummits and is bigger and better than ever, with more streams,more speakers, more thought leadership, more case studies andmore opportunities for high level yet informal networking.

Our world class programme includes case studies featuring morethan 30 organisations such as British Airways, Jaguar Land Rover,Travelodge, Google, Amazon, Facebook, NHS, Mars, Virgin Media,AMEX, Barclays, News UK, Virgin Atlantic, Unilever, HSBC, RoyalYacht Britannia, Nationwide, Three, McDonald’s, Tesco, Lloyds,The 02, Yahoo, John Lewis Partnership and many more.

New for 2015 is a third conference stream, thought leadershipbook launches, and an enhanced roundtable programme that willdig deep into the challenges and opportunities in the fast changingworlds of employee and customer engagement and experience.These new elements are all designed to add further dimensions tothe Summit and to enhance our offering to delegates andsponsors alike.

The Customer Engagement Summit has gained a reputation fordelivering world class content over the past few years and onceagain, as you can see, we have a mouth-watering roster of casestudy presentations for delegates to enjoy alongside economicanalysis, latest consumer research, high level panel debates, great

networking opportunities, and of course a splash of entertainmentto end the day.

This year’s Summit will highlight the sheer pace of change in a worldwhere technology is driving rapid changes in customer andemployee behaviour and where organisations are having totransform themselves in order achieve sustainable success in thisBrave New World of engagement.

The backcloth to today’s Summit is a growing recognition at boardlevel that our people and our customer relationships are the mostcritical areas for future business success. There is also increasingawareness that the old silo mentality is no longer fit for purpose asorganisations need to communicate and co-operate acrossdepartments as they strive to keep up with the expectations anddemands of their customers and people.

The chief aim of this Summit is for our army of delegates to go backto their organisations armed with all the tools, strategies andtechniques they need to deliver successful customer and employeeengagement strategies over the long term to create and maintainsustainable competitive advantage. Have a great day.

Steve Hurst, Editorial DirectorEngage Customer

BusinessCentre

CateringStation

Catering

Cloakroom

RegistrationLifts

Entrance Entrance

Stairs toReceptionand Hall 3

To Lift

Stage

HelpDesk

8

7

5

4

3

2

1 15

13

12

14

6

11

109

1716 18

Lobby

Stairs toReception

To Lifts

FLOOR PLANLOWER LEVEL 1

LOWER LEVEL 2

Exhibitors

Pitney Bowes

Eptica

Procter

Bosch Communications

iAdvize

Sugar CRM

Equiniti

MaritzCX

IDM

Numero

Roundtables

Merchants

Sabio

Dimension Data

Cyara Solutions

iAdvize

Cisco

Equiniti

MaritzCX

HALL 1 HALL 2

HALL 3ROUNDTABLES

Exhibitors andCatering

Sponsors

Swarmworks 1

Ember Services 2

eDigital Research 3

Sabio 4

Confirmit 5

InMoment 6

Clicktools 7

Nunwood 8

Grassroots 9

Interactive Intelligence 10

Zendesk 11

Xceed CC 12

Dimension Data 13

Creative Virtual 14

Partners

CCMA 16

C3 17

The Forum 18

Peer Awards Lower Level 2

ProfessionalOutsourcing Resources Lower Level 2

ABP Lower Level 2

IDM Lower Level 2

Book Promotions

Rewire Lower Level 2

My Steam Engineis Broken Lower Level 2

CUSTOMER ENGAGEMENT SUMMIT 20154

17:45 NETWORKING PARTY: Drinks and canapés and special performanceby ‘The Choir With No Name’, our official summit charity - See page 49

SOCIAL ENGAGEMENTChair: Justin Hunt, The Social MediaLeadership Forum

16:40 EXPERT SPEAKER

17:00 ROYAL YACHT BRITANNIA CASE STUDY:How to become no.1 in the UKBob Downie, Royal Yacht Britannia

17:20 PANEL DISCUSSION: SOCIAL CUSTOMERDaria Alexandrovna Taylor, Incredibly, Mark Hillary, Carnaby Content, Jon Morter, Social Media Hellraiser, Ollie Drackford, Youthnetand Nico Lutkins, Linkedin

17:40 CHAIRMAN’S SUMMARY

VOICE OF THE CUSTOMER, PART ONE11:20 BRITISH AIRWAYS CASE STUDY:

Using customer voice to drive strategicdecision makingDebra Walmsley, British Airways andDavid Conway, KPMG Nunwood

11:40 UNLOCKING THE HIDDEN CUSTOMER EXPERIENCEColin Shaw, Beyond Philosophy

12:00 TRAVELODGE CASE STUDY:Customer experience as a competitive advantageJon Hendry Pickup, Travelodge andAndrew Archibald, Travelodge

FUTURE OF WORK & EMPLOYEE ENGAGEMENT12:20 SURREY & SUSSEX COUNTY COUNCIL CASE STUDY:

Delivering customer satisfaction and staff engagement through innovation at no costSimon Pollock, Surrey and East SussexCounty Councils

12:40 MY STEAM ENGINE IS BROKEN:The end of command and controlJonathan Gifford and Dr Mark Powell

13:00 SWARMWORKS INTERVIEW:The power of active involvement in meetingsand eventsHéctor Venegas and Karin Krogh, Progreso Aps

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

CUSTOMER JOURNEY16:40 THE 02 CASE STUDY:

Encore – Giving the customer a reason to cheerAdam Wilson, The O2

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

17:20 JAGUAR LAND ROVER CASE STUDY:A day in the life of...Nina Jones, Jaguar Land Rover


RETAIL, PART ONE11:20 McDONALD’S CASE STUDY:

Transforming people practices for a workforceof 100,000 to meet new customer offeringJanet Lenz, McDonald’s Restaurants

11:40 THREE CASE STUDYBusiness transformation achieved by listening to the customerStuart Douglas, Three, Jessica Mustoo, Three

12:00 JUST LISTEN:Utilising customer stories to create the best experiences at every touchpointSue Hedaux, Inmoment

CUSTOMER ENGAGEMENT TRANSFORMATION12:30 NEWSUK CASE STUDY:

Winning the loyalty of employees, so you can win the loyalty of customersSean Risebrow, NewsUK

12:50 VIRGIN MEDIA AND EDIGITAL CASE STUDY:The power of text; using smart technology to listen, interpret and delight your customersAnna Ritchie, Edigital Research andChris Beeson, Virgin Media

13:10 Q&A

11:15 HALL 3 CHAIR: ANN-MARIE STAGG,CHIEF EXECUTIVE, CCMA

DIGITAL CUSTOMER, PART TWO16:40 HIVE (BRITISH GAS) – CONNECTED HOMES

CASE STUDY: How staying close to customers has been pivotal in delivering unique, innovative customer solutionsKim Ratcliffe, Hive

17:00 UNILEVER CASE STUDY: The future of the future of service – Digital engagement innovation from IoT to emotion analytics to virtual assistants in your homeMegan Neale, Unilever and Maximilian Doelle, Kazendi

17:20 PANEL DEBATE: Internet of thingsDom Graveson, Hominal Service DesignSimon Foot, Ember ServicesKim Ratcliffe, Hive - British Gas


EMPLOYEE AND CUSTOMER ENGAGEMENT14:20 CREATING FUSION…

Adopting a joined-up approach to customer and employee engagement is easier than you might think…Jamie Thorpe and Francis Goss, Grass Roots

14:40 NHS CASE STUDY: A healthy engagementMike Gibney, NHS Foundation Trust

15:00 MARS CHOCOLATE CASE STUDY:Employee engagement: The critical ingredientto win in today’s marketHugh Jaques, Mars Chocolate UK

VOICE OF THE CUSTOMER, PART TWO15:30 AMERICAN EXPRESS COMMUNITY STADIUM

CASE STUDY: An ethos-driven approach to creating innovative customer experiencesNick Brice, American Express Community Stadium

15:50 BOWEN CRAGGS & CO CASE STUDY:When data beats politics the customer winsDan Drury, Bowen Craggs & Co

16:10 Q&A

EVOLUTION OF CONTACT CENTRES14:20 THE CUSTOMER EXPERIENCE – CAN OUR CONTACT

CENTRES DELIVER? Findings from the 2015 global contact centre benchmarking reportPaul Scott, Dimension Data

14:40 THE FUTURE FOR CUSTOMER TECHNOLOGY:Insights from Amazon, Facebook and GoogleStuart Dorman, Sabio Ltd

15:00 IN CONVERSATION WITH:Rod Jones, Contact Centre Consulting, Peter Ryan, Ovum and Ian Naylor, Virgin Atlantic Airways

RETAIL, PART TWO15:20 TESCO CASE STUDY: Delivering our best service

Glenn Reynolds and Sue Stoneman, NKD Learning

15:40 DUNKIN’ DONUTS CASE STUDY: Growing presenceJim Johnstone, Dunkin’ Donuts

16:00 XCEED CASE STUDY: Shaping the experience fora better customer engagementTarek Al Shareif, Xceed

FINANCIAL SERVICES, PART ONE11:20 HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS

IN THE FINANCIAL SECTORMiguel Ramos, Confirmit

11:40 LLOYDS BANKING GROUP CASE STUDY: Customer experience - The root of all complaintsRuss Powles, Lloyds Banking Group

12:00 BARCLAYS CASE STUDY: Digital eagles – Engaging employees to drive customercentricity into the DNA of the organisationDave Shepherd, Barclays UK Retail Bank

DIGITAL CUSTOMER, PART 112:30 VIRTUALISING YOUR SALES FORCE

– A NATIONWIDE CASE STUDYSimon Blissett and Brian Atkinson, Cisco

12:50 WATCHFINDER CASE STUDY:Building a brand in the digital ageLloyd Amsdon, Watchfinder

13:10 Q&A

11:15 HALL 2 CHAIR: MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING

09:00 CHAIRMAN’S WELCOME AND OPENING REMARKSMike Havard, Ember Services

09:15 PLENARY KEYNOTE: Rise of the machines: Artificial Intelligence, the Internetof Things, Robotics and youSpencer Kelly, Social Media and the Internet

09:45 PLENARY CUSTOMER ENGAGEMENT OVERVIEW: A 20:20 vision for CXMark Hillary, Carnaby Content,

10:15 PLENARY CASE STUDY: JOHN LEWIS PARTNERSHIPWhat drives the service ethos at the John Lewis Partnership? Is this the business model for the brave new customer world?Patrick Lewis, John Lewis Partnership

PLENARY, HALL 1 & 2 AGENDA SUMMARY

ROUNDTABLE PROGRAMME RUNNING ALONGSIDEMAIN CONFERENCE 11:20, 14:20, 15:30 See pages 21-25

13:20 LUNCH

10:45 COFFEE

16:15 COFFEE

13:40 NEW BOOK LAUNCH: Rewire – The future for diversity and engagement Chris Yates, Caterpillar Inc and Pooja Sachdev - HALL 1

5

OMNICHANNEL14:20 EMBRACING THE MILLENNIAL CHALLENGE:

The convergence of customer engagement, communications and collaborationMartina Knappe, Interactive Intelligence

14:40 YAHOO CASE STUDY: Smartphone dominancePatrick Hourihan, Yahoo

15:00 OMNICHANNEL IN FINANCIAL SERVICES– A PENSIONS ADMINISTRATION CASE STUDYJonathan Mindell, Former director at JLTand Mercer

FINANCIAL SERVICES, PART TWO15:30 USING V-PERSON™ TECHNOLOGY FOR

OMNICHANNEL CUSTOMER ENGAGEMENTLiam Ryan, Creative Virtual Ltd

15:50 HSBC CASE STUDY:Putting customers at the heart of everythingwe do and empowering colleagues to becomethe bank of choice in the UKFrancesca McDonagh, HSBC Bank Plc, UK

16:10 Q&A

CHAIRMAN’S WELCOME AND OPENING REMARKSMike Havard, Director, Ember Services

Mike Havard has had 25+ years in customer managementstrategy, operational delivery and leadership roles, withorganisations including BT, TDG, Sitel, CM Insight and Verint.He is currently a director of Ember Services, a strategiccustomer management consultancy focused on financial andperformance analysis to support customer operationsstrategy and investment – helping organisations to determine‘what better is’ and being unashamedly financial inperspective. He also sits as Non-Executive Director on theBoards of other companies in the customer managementarena, covering anti-fraud technologies (Semafone) and skillsoptimisation technologies (Silver Lining) as well as advisingthe Boards of major outsourcing and hosted platformproviders.

He also sits on the CCA Standards Council, where as afounding member, he helped establish the Global Standardfor Contact Centres with the CCA. He is an Honorary LifeFellow of the IDM, where he also works as an ExecutiveBoard member on the Institute’s journal and on theirEducation Council. In addition to these roles, Mike also sitson the Editorial Board of the Journal of Financial ServicesMarketing. He has authored management textbooks in thisarea, and has had many thought leading papers published.Mike has been a trusted and influential advisor to manygovernment departments in respect of customermanagement developments and their contribution tonational economic health and effectiveness.

He is also likes to escape and do dangerous things in themountains occasionally.

PLENARY KEYNOTE:Rise of the machines: Artificial Intelligence, the Internet of Things, Robotics and youSpencer Kelly, TV Presenter on Technology, Social Mediaand the Internet

Technology tourist Spencer Kelly has journeyed the globeto see how tech is changing lives and changing the world.He believes we are about to hit some big milestones whichwill have repercussions for us all. Computers are starting tounderstand the world, and see it as we do. Robots can doDIY, chat bots can learn to deal with customers, and everytiny device is getting ready to get in on the act. So, when willthe bots take over?

Spencer Kelly is presenter of Click, the consumer technologyshow for BBC World and the BBC News Channel. Prior tothis, he worked on Five’s The Gadget Show.

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

PLENARY CUSTOMER ENGAGEMENT OVERVIEW:A 20:20 vision for CXMark Hillary, CEO, Carnaby Content, Sao Paulo

Mark Hillary is a British writer and blogger based in SãoPaulo, Brazil. His research and analysis has a focus oncustomer service, technology, and globalisation. His mostrecent book ‘Customer Engagement Officer (CEO): ContentMarketing and the Realities of Executive Blogging’ exploreshow even CEOs are interacting directly with customerstoday. Mark has worked with the UN and severalgovernments on outsourcing strategies and he is well-knownas a live blogger of major events, including the 2010 UKgeneral election for Reuters and 2012 London OlympicGames as an official storyteller. Today his media work canusually be found in the Huffington Post. Mark is in theprocess of researching and writing a new book focused on hisargument that ‘your next CEO is currently working in thecontact centre’.

PLENARY CASE STUDY: John Lewis PartnershipWhat drives the service ethos at the John Lewis Partnership?Is this the business model for the brave new customer world?Patrick Lewis, Managing Director, Partnership Services,

John Lewis Partnership

Patrick Lewis will give an insight into the John Lewis modeland the way it drives a restless pursuit of customer service.With a career spanning leadership of retail, supply chainand finance in the company, Patrick has a uniqueperspective on the culture behind the John Lewis andWaitrose brands. He will look back on how they built theircurrent strength and share the challenges of extending it inthe the fast moving omni channel world of retail.

Patrick Lewis joined The John Lewis Partnership in 1994,spending 15 years in Operations running the Supply Chainand Retail teams. In 2009, he then took up the Board role ofPartners’ Counsellor, representing Partners’ interests asowners of the Business. He is now currently the ManagingDirector of Partnership Services, the John LewisPartnership’s newest division supplying business services tothe two trading divisions.

Prior to joining the Partnership, Patrick worked with Bain &Company and Procter & Gamble. He is also Mutual Ambassadorsupporting the Cabinet Office and Chair 3BM, the employeetrust for the first local authority mutual spin out.

COFFEE

09:00 09:45

10:15

10:45-11:15

09:15

PLENARY, HALL 1 & 2

AGENDA


Experience to the next level you need to embraceCustomers emotional, subconscious and psychologicalexperience through the new science of Behaviouraleconomics. By doing so you will truly understand howCustomers make decisions, why they behave in the waythey do, be able to predict what they will do next and thusreduce costs and gain revenues. Colin will reveal a casestudy of an organisation who have increased their netpromoter score by 40 point in 30 months by embracing thisnew approach. Everyone attending this session will be givena free book outlining these new concepts.

Colin Shaw is Founder & CEO of Beyond Philosophy. Colinhas without question helped shape the whole CustomerExperience industry. Under Colin’s leadership, his company,Beyond Philosophy have helped many of the world’s mostprestigious organizations improve their CustomerExperience. One client, Maersk Line, the world’s largestcontainer shipping company, improved their Net PromoterScore by 40 points in 30 months.

Follow Colin on Twitter @ColinShaw_CX

TRAVELODGE CASE STUDY:Customer experience as a competitive advantageJon Hendry Pickup, Travelodge, COO, Travelodge and

Andrew Archibald, Travelodge, Director of Customer

Experience

How focusing on customer experience has allowedTravelodge to regain their competitive edge and marketposition. 4 years ago they identified that a poor experiencewas at the heart of their financial troubles and so they putdelivering a great customer experience at the centre oftheir turnaround strategy. This talk will outline how theyhave put this into practice and lessons learnt along the way.

Jon Hendry Pickup is the Chief Operating Officer for Travelodgeand has worked at the company since 2010. Jon’s backgroundis primarily in retail, having spent seven years before joiningTravelodge with Tesco, the world’s third largest food andgeneral goods retailer. His time at Tesco was internationaland varied, having joined the UK Operations Developmentteam, Tesco’s internal consulting function, followed by time inChina, California, and Central Europe. His final role was asOperations Director in Czech Republic and Slovakia.Prior to completing an MBA at Warwick Business School, Jonworked for Aldi Stores Ltd in the UK for seven years. He helda variety of multi-site operating roles, finishing his time withAldi as Finance and Administration Director.

Outside work, Jon’s interests include Tennis, cycling andSkiing, and occasional charity-driven challenges, althoughmost of his free time appears to be consumed standing onrugby touchlines in a range of UK locations following hischildren, Oscar and Hugo.

Andrew Archibald is the leader of Travelodge’s CustomerExperience Programme and has over 15 years of operationsand customer care experience in the hospitality andhealthcare sectors. As a central figure in the company’srecent turnaround he is accountable for developing thecustomer journey, customer insight and analytics anddemonstrating you don’t need a big budget to deliver greatcustomer service.

11:20

11:40

12:00

VOICE OF THE CUSTOMER, PART ONE

BRITISH AIRWAYS CASE STUDY: Using customervoice to drive strategic decision makingDebra Walmsley, Head of Customer Research and Insight,

British Airways and David Conway, Director, KPMG Nunwood

At British Airways investment decisions can involvesignificant costs, £millions or even £billions if capital assetsare involved. Increasingly, customer feedback is playing amuch greater part in how and when these decisions arebeing made. Major investments are now considered with adeeper understanding of customer needs and wants thatare identified by the BA customer voice programme. Ithasn’t always been this way and it has taken a considerableeffort to get to the point where customer feedback is bothtrusted and acted upon.

In this presentation British Airways and their customervoice partner KPMG Nunwood outline the process theyhave been through and share some of the recent successes.Together they have developed a customer voiceprogramme that:

• Synthesises the research input from multiple agencies to develop a single version of the truth

• Enables the prioritisation of projects and programmes• Links granular insights into a single picture of the

customer journey and the impact on the higher level customer relationship

• Integrates large quantities of operational data with primary customer research to create a “big data” view of the customer experience.

Debra Walmsley began her career working as an agencyresearcher, before moving client side to Safeway, where sheheaded up a number of Marketing-lead change programmesincluding the retailer’s joint venture with Abbey National andits initial online shopping venture. She also worked in anumber of marcomms roles including CRM and brandadvertising before moving back into Customer Insight. She iscurrently Head of Customer Research & Insight at BritishAirways, where she puts her passion for the customer at theforefront of the business agenda.

David Conway co-manages the company’s global customerexperience management practice and oversees KPMGNunwood’s Customer Experience Excellence Centre, an on-going approach to systematically identifying global bestpractise.

David is a former PLC board director of N&P BuildingSociety, Liverpool Victoria Group and The Co-operativeBank, where he was responsible for 3,500 staff charged withdelivering world-class experiences to more than 6.5 millioncustomers. He also led the design, set-up and launch of thegroup’s Smile brand.

David is based out of the United Kingdom, but continues towork directly with clients around the world.

UNLOCKING THE HIDDEN CUSTOMER EXPERIENCEColin Shaw, CEO & Founder, Beyond Philosophy

Customers are irrational, don’t fight it, embrace it! ColinShaw will outline why in order to move your Customer

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

AGENDA

CUSTOMER ENGAGEMENT SUMMIT 2015 7


He has led efforts to implement new ways of working acrossthe leadership and management teams – placing the voice ofthe customer at the heart of change projects and embeddingit into the operating model across its 500 sites. During his 4years with Travelodge their Net Promoter Score has risen bya chart topping 30 points and he is now set on leading themto a world class score.

FUTURE OF WORK & EMPLOYEE ENGAGEMENT

SURREY & SUSSEX COUNTY COUNCIL CASE STUDY:Delivering customer satisfaction and staff engagement through innovation at no costSimon Pollock, Director of Business Operations, Surrey andEast Sussex County Councils

This session will focus on how East Sussex and SurreyCounty Councils are using innovative no cost ideas toincrease staff engagement, productivity and customersatisfaction. The session should give you some ideas to takeaway and implement within days.

MY STEAM ENGINE IS BROKEN:The end of command and controlJonathan Gifford, Business Author and Consultant and

Dr Mark Powell, Writer, Business Transformation Consultant

In their recent book, My Steam Engine is Broken: Taking theOrganisation from the Industrial Era to the Age of Ideas,authors Dr Mark Powell and Jonathan Gifford argue thatmany modern organisations persist with a managerialapproach that dates back to the industrial era. Thisapproach is so familiar, and was so successful in its time,that we fail to notice that it is no longer working in theknowledge economy. The result is employee frustration andlost employee engagement, resulting in a dramatic waste ofhuman energy and commitment.

Powell and Gifford explore 10 outmoded organisationalbehaviours and demonstrate a diagnostic survey thatreveals where most employee engagement is being lost.Changing just a few ingrained but counter-productiveorganisational behaviours, they argue, could free upsignificant amounts of available but wasted human energy.Who would say no to a free 10% increase in productivity?

Jonathan Gifford is a business author, speaker andconsultant. His published works include History Lessons;Blindsided; 100 Great Leadership Ideas; 100 More GreatLeadership Ideas and 100 Great Business Leaders, publishedby Marshal Cavendish Business.

Jonathan was previously a director of the digital advertisingagency, Bluequest, and a publisher with BBC Magazines,where he was launch publisher of BBC History Magazinein 2000.

Mark and Jonathan are co-authors of My Steam Engine isBroken, published in 2014 by LID publishing; their next book,Perform To Win, will be published in January 2016, also by LID.

Dr Mark Powell is a writer, speaker, business transformationconsultant and entrepreneur. He is an associate fellow ofOxford University’s Saïd Business School.

Mark has more than ten years’ experience designing andpresenting leadership development programmes and hasundertaken a wide range of speaker and lecture engagementsin the field of strategy development, leadership, power andinfluence, strategic relationship building and employeeengagement.

Mark has held senior executive positions and run severalstart-up businesses as well as being a former partner ofglobal professional services firms, Accenture, KPMG andA.T. Kearney.

SWARMWORKS INTERVIEW:The power of active involvement in meetingsand eventsHéctor Venegas, CEO, Swarmworks and Karin Krogh,

Partner and Consultant, Progreso Aps

Héctor A. Venegas is Chief Executive Officer and Partner ofSwarmWorks Ltd., a company specialized in interactiveinvolvement of large audiences by making use of thecollective intelligence of the attendees. ThereforeSwarmWorks has developed world unique methods. Thecompany’s headquarter is based in Cologne (Germany) withoffices in London (UK), Asheville and Boston (USA). Héctorgraduated from law school at the University of Cologne.Besides his role at SwarmWorks, he is current President ofthe MPI Germany Chapter. He has been in leading roleswithin the events industry for more than 15 years.

Karin Krogh is partner and consultant in Progreso ApS, a fastgrowing Danish consultant company. She works withpersonal power and leadership, and in all her speakingengagements and training situations she engages theaudience. She is also President of MPI Denmark Chapter, andis passionate about active involvement.

LUNCH

NEW BOOK LAUNCH – Rewire – The future for diversity and engagementChris Yates, Head of People and Organisational

Development, Caterpillar Inc and Pooja Sachdev, Consultant

Rewire: A Radical Approach to Tackling Diversity andDifference takes a fresh look at the issue of equality,diversity and inclusion at work. It critiques the currentthinking and practices that are responsible for slowprogress in this area, while providing readers with a new,holistic and tactical perspective that leverages what weknow about influencing and changing people’s mind-sets.

The issue of difference sits at the core of many of theworld’s crises. Large corporations are a microcosm of theglobalized world we live in, and hold significant power inshaping our societies and ideas.

12:20

13:00

13:20

13:40

12:40

HALL 1

AGENDA


development and employee communications. He is also aTrustee of the Engage for Success Foundation, the UK’sTaskforce on Employee Engagement.

NHS CASE STUDY: A healthy engagementMike Gibney, Director of Workforce at The Walton Centre,

NHS Foundation Trust

The NHS is the fourth largest organisation in the world. TheWalton Centre is unique in the NHS as the only specialistneuroscience trust in the UK with a catchment area of 3.5million. In 2011, the big workforce challenge was a sicknessrate of over 7% that led to the development of a health andwellbeing strategy ‘Work Well the Walton Way’.

Health and wellbeing was the basis for a positive andconstructive dialogue with management, staff and tradeunions that has seen a programme of physical activitybecome embedded throughout the Walton Centre withstaff participation levels as high as 20%. The sickness ratewas reduced to around 4% in less than a year and hasstayed at that level. We are now one of ten NHSorganisations spearheading a new and major drive toimprove health in NHS workplaces.

The Walton programme has underpinned an incrediblenumber of positive engagement outcomes includingInvestors in People Gold and Health and Wellbeingaccreditation (2014), Health Service Journal Top Ten NHSEmployers (2015) and the Nursing Times Top Ten Trusts forNursing (2015).

Mike Gibney is currently Director of Workforce at theWalton Centre NHS Foundation Trust where he has workedsince 2013. He is the Trust lead for HR, OD, Education,Communication and Fundraising. During this period, theorganisation has achieved the Investors in People GoldStandard Award, Investors in People Health and WellbeingAward and is currently within the HSJ Top Ten Best Placesto Work.

Mike joined the NHS in 2009 following a successful career inlocal government and the third sector. This includedimplementing a service redesign programme within a localauthority that delivered efficiency savings of £10 million overa 3 year period and designed workforce interventions at aregional level, across 10 local authorities. Throughout hiscareer, he has placed a strong emphasis upon activelyengaging with all levels of the workforce as a fundamentalbuilding block to delivering change.

MARS CHOCOLATE CASE STUDY:Employee engagement: The critical ingredient towin in today’s marketHugh Jaques, Operations & Capabilities Director,

Mars Chocolate UK

Mars is a private, family-owned business with more than acentury of history and some of the best-loved brands in theworld. Two things lie at the heart of our success:• A unique culture that empowers our employees and

teams to take control of their own engagement• A commitment to putting our customers at the heart of

everything we do.

14:20

15:00

14:40

Despite decades of work in diversity and inclusion, littleprogress has been made because current approaches focuson specific contexts, short-term results and commercialreturns rather than taking into account what we knowabout human behaviour and addressing the social andeconomic cultures in which we operate. This book arguesthat for sustainable positive change, we need to focus onhow to create a culture of openness, empathy and inclusion– which in turn enables corporate strategy and drivesinnovation.

Chris Yates is the Chief Learning Officer and Head of Peopleand Organisational Development for Caterpillar Inc. He isalso the Founder and MD of Ethical Organisational Design.Previously, he worked as Group Head of OrganisationalDevelopment for the HSBC Group, and Vice President forOrganisational Capability & Talent at American ExpressGroup of Companies. He has also worked at Canon, theJapanese FMCG group and the NHS. Chris specialises inorganisational design, leadership development, articulationof competitive culture, and the management of significantchange initiatives. He holds a Masters in Occupational andOrganisational Psychology and has lived in four continents.

Pooja Sachdev worked as a consultant OrganisationalDevelopment Specialist for the HSBC Group for severalyears. Prior to that, she worked at Towers Perrin (nowTowers Watson) and at Taylor Nelson Sofres (TNS), and wasappointed Senior Policy Officer at the Commission for RacialEquality. She has worked with a wide range of organisationsin the public and private sectors, including Channel 4, LondonBorough of Newham, the Department for Trade and Industry(as was), Novartis and Royal Mail. Pooja specialises inunconscious bias (and decision-making), gender in theworkplace, culture (organisational and other), employeeengagement and wellbeing. She has lived in three countries,and is a qualified counsellor, coach and group moderator.Pooja holds an MSc in Occupational Psychology and iscurrently working as a consultant in London.

You can read more about Chris and Pooja’s recent book“Rewire: A Radical Approach to Tackling Diversity andDifference” on:www.bloomsbury.com/uk/rewire-9781472913999/

EMPLOYEE AND CUSTOMER ENGAGEMENT

CREATING FUSION…Adopting a joined-up approachto customer and employee engagement is easierthan you might think…Jamie Thorpe, Commercial Director, Customer Engagement

and Francis Goss, Commercial Director, Employee

Solutions, Grass Roots

Jamie Thorpe works with B2B and B2C brands acrossmultiple sectors to create, measure and enhance theircustomer experience. He has spent all his working life withinthe Customer Experience Measurement industry, and is amember of the MRS, ESOMAR and the MSPA.

Francis Goss works with organisations on theimplementation of employee engagement strategiesincluding reward and recognition schemes, management

HALL 1

AGENDA


At first glance these two statements might seemunconnected, in reality they go hand in hand.When responding to the challenges of today’s market, webelieve that highly engaged employees who think“customer first” can help your business grow faster.

At Mars we recognise a clear link between engagement andbusiness results. In this session Hugh will outline thecommon attributes of highly engaged teams and explorehow these can successfully drive customer engagement inyour organisation.

Hugh Jaques is Sales Operations & Capabilities Director forMars Chocolate UK. Mars has been a committed UKmanufacturer and employer since 1932, when we firststarted producing the Mars Bar in our Slough factory. TodayMars continues to make some of the most recognisable andpopular brands in Britain across our Chocolate, Food,Petcare, Confectionery and Chewing Gum businesses,including Mars, Snickers, Galaxy, Uncle Ben’s, Dolmio,Pedigree, Whiskas, Royal Canin, Skittles and Extra.

Hugh is passionate about working for a family business andthe benefits this can bring for all stakeholders; employeesand customers alike. Throughout his career, Hugh has soughtout roles that give him the opportunity to develop and growother Mars associates and to build collaborative, enduringrelationships with key customers.

Hugh joined Mars from university as a management traineeand through his 15 year career has worked across all Mars’major business segments with roles in Manufacturing,Marketing, HR and most recently Sales. Hugh has a has aMasters Degree in Chemistry. He is a tennis enthusiast andcompetes at national level as well as acting as a policy advisorto Seniors Tennis GB.

VOICE OF THE CUSTOMER, PART TWO

AMERICAN EXPRESS COMMUNITY STADIUMCASE STUDY:An ethos-driven approach to creating innovativecustomer experiencesNick Brice, L&D, Partner, American Express CommunityStadium

This presentation will explore some of the steps you cantake to engage people more deeply in creating brandedcustomer experiences across all touch points.

Nick Brice is L&D Partner for the American ExpressCommunity Stadium – creating and leading a multi-awardwinning change, leadership development and customerexperience development programme since late 2010. Thisdevelopment programme has helped the stadium winpremier national and international awards for every area ofthe customer journey – Best New Stadium (global), FamilyExcellence, Best Hospitality, Best Stewarding & Safety(global) – and even Best Pies!

Guest Facilitator on International Excellence programmes onEmotional Intelligence & Mindfulness, Change Leadershipand Professional Impact for multi-nationals in San Francisco,Milan, Rome, Sofia. Safety Leadership programmes in UK,Sydney, Melbourne, Istanbul.

BOWEN CRAGGS & CO CASE STUDY:When data beats politics the customer winsDan Drury, Commercial Director, Bowen Craggs & Co

Dan will use many case studies from the US and Europefrom FMCG, Energy, Luxury, Industrial, Finance andGovernment. In each case you will find out how data –gathered via website visitor surveys – has changedstakeholder perceptions, shifted strategic direction,informed clear action and – most importantly – improvedcustomer experiences.

Dan Drury joined Bowen Craggs & Co in 2005 ascommercial director after 12 years as an internetentrepreneur. In 1993 he founded a software company thatdeveloped operational online risk management tools. Eightyears later he founded a leading enterprise-class webanalytics software company. Both companies had successfulexits for Dan and his venture capital investors. At BowenCraggs he has grown the Web Effectiveness Network tomore than 500 members, expanded the company’s clientbase to include more than 50 Fortune Global 500corporations and added audience research to the servicesportfolio.

Q&A

COFFEE

SOCIAL ENGAGEMENTChair: Justin Hunt, Founder, The Social Media LeadershipForum

Justin Hunt is the founder of The Social Media LeadershipForum which was set up in 2009 to help the world’s leadingorganisations collaborate to enhance their knowledge andunderstanding of social media issues (internal and external)and emerging disruptive technologies. The Social MediaLeadership Forum was set up with the help of a small group ofsenior PR executives from leading brands.

The Social Media Leadership Forum has more than 100leading organisations as members ranging from Rolls Royceto IKEA and IBM who meet regularly- about three times amonth – to share insights and experiences in collaborativeworking groups to help improve skills across industry sectors.

Justin previously worked as a new technology commentator,contributing to The Guardian and The Financial Times.

EXPERT SPEAKER

ROYAL YACHT BRITANNIA CASE STUDY:How to become no.1 in the UKBob Downie, CEO, Royal Yacht Britannia

In June 2014, Tripadvisor named The Royal Yacht Britanniaas the UK’s No.1 Attraction, with an average Excellentscore of 72%, and 23% Very Good. This success was the

15:50

16:10

16:40

17:00

16:15

15:30

HALL 1

AGENDA


Jon Morter is best known for his gatecrashing of the musicindustry in 2009 with his phenomenal ‘Rage Against The XFactor’ campaign, sweeping Rap/Metal band Rage AgainstThe Machine into the sought after UK Christmas No.1 spot.A Guinness record for downloads was broken plus Facebookgave him his own personal member of staff to assist with the1.6 million group members. This success opened the door forJon to work on campaigns for some big artists in the industryincluding Nirvana, Sex Pistols, Rod Stewart, David Essex,AC/DC (their 1st UK Top 10 single in 40 years), a No.1 albumfor The Rolling Stones, Rik Mayall’s 2010 World Cup single(which incidentally Jon campaigned for again after Rik’sdeath making the UK No.7 in 2014), the ‘Save 6Music’Facebook group, and the 2012 Christmas No.1 campaign forThe Justice Collective.

Jon has also recently gained notoriety within the SocialMedia community for creating the ‘CondescendingCorporate Brand’, a fake company (referred to as the ‘SpinalTap’ of Social Media) that only exists within Facebook andTwitter cheekily lampooning large companies trying to ‘do’social media, yet seem to get it spectacularly wrong. To datethis ‘company’ has caused riotous debate, resignations, offersof purchase from foreign shores, walkouts, outed brandsusing fake followers, and given Jon the title of “Social MediaHellraiser” by FastCompany and the New York Times.

Oliver Drackford joined YouthNet back in ’09. He has apassion for supporting young people, and his goal is to makeYouthNet’s services the first place young people turn beforethey even need help. He has developed and built numerousdigital marketing strategies and campaigns, to help increasethe reach and engagement of YouthNet’s services – whichcurrent helps over 1.5million young people in the UK.YouthNet has also worked recently on a research projectlooking into young people’s complex relationship with socialmedia – which Ollie with involved with.

Before YouthNet Ollie worked from a number of commercialorganisations including Swatch, Pirelli and P&O). Ollie alsoloves a brew… in fact legend has it that he is more tea than man.

Nico LutkinsWith more than 15 years’ B2B marketing experience, Nicorecently joined LinkedIn’s Marketing Solutions business asDirector of Marketing, EMEA. In this capacity she isresponsible for helping drive the growth of LinkedIn’sMarketing Solutions business across the EMEA region,helping marketers and agencies identify, target and engagewith the world’s most influential professionals. Prior tojoining LinkedIn, Nico was Global Director of EnterpriseMarketing and Customer Advocacy at Trustpilot, the leadingonline review-driven community that builds relationshipsbetween consumers and businesses.

CHAIRMAN’S SUMMARY

Networking Party and Choir With No Name

17:20

17:40

17:45

culmination of over 10 years commitment to deliveringoutstanding customer experiences, focussing on theimportance of providing exceptional value for time andmoney. This journey to excellence started by appreciatingthat customer service is only the final action in what has tobe a much more strategic focus on the whole customerexperience, since this will determine what competitiveadvantage your business will have and, without which, itwill struggle to fulfil its potential.

Bob Downie has been Britannia’s Chief Executive since itfirst arrived in Edinburgh in May 1998, and he will sharewith you his vision for ‘getting the right things right’ in thisincreasingly challenging marketplace. At the heart of hisphilosophy is that your most important asset is the qualityof the relationships that you have with your customers,success is the aggregation of marginal gains, and there areno excuses for it not being everyone’s responsibility tomaximise recommendations.

Bob Downie has been Chief Executive of The Royal YachtBritannia since it first opened as visitor attraction and high-end hospitality venue in 1998.

Bob’s passion is delivering World Class visitor experiences,and in June 2014, Britannia was named as Tripadvisor’s No.1UK Attraction, scoring 72% Excellent and 23% Very Good.For each of the last 9 years Britannia has also officially beenScotland’s Best Visitor Attraction, with a current touristboard Quality Assurance mark of 96%, the highest everawarded to an attraction. In 2009 Britannia was also namedas the UK’s Most Excellent Venue by Conde Nast Johansens.

In 2003 Bob founded what went on to become the UKCustomer Experience Conference which was held annually inEdinburgh until 2011. In recognition of his commitment toimproving quality standards, in 2005 he received the UKHospitality & Tourism ‘Catey’ Award, becoming only thesecond Scotsman to receive this particular industry ‘Oscar’.

PANEL DISCUSSION: SOCIAL CUSTOMERDaria Alexandrovna Taylor, Incredibly, Mark Hillary,

Carnaby Content, São Paulo, Jon Morter, Social Media

Hellraiser, Ollie Drackford, Youthnet and Nico Lutkins,

Marketing Director, LinkedIn

Daria Alexandrovna Taylor, IncrediblyDaria Taylor is Managing Director of Incredibly, a digitalcommunications agency specialising in brand storytelling anddigital transformation. Incredibly help companies tonegotiate digital communications as it is today – buildingbrands that are truly fit for 21st century consumers.

When she’s not busy in her role as MD, Daria is a passionateevangelist of digital transformation and all things tech. WhileLondon’s home, Daria can be found at talks and conferencesall over the world, speaking about how companies can adaptto the ever-changing business landscape to win in the newdigital economy.

Mark Hillary, Carnaby Content, São PauloSee bio on page 6

HALL 1

AGENDA

FINANCIAL SERVICES, PART ONE

HOW TO DRIVE CUSTOMER-CENTRIC ACTIONS INTHE FINANCIAL SECTORMiguel Ramos, VOC, Subject Matter Expert, Confirmit

Every interaction your business carries out with yourcustomers bears the potential to strengthen clientrelationships – or damage them irrevocably.

Transactional surveys that collect your customers’feedback are a good start, but that’s only one piece of theCX puzzle. For example, do you know:

• How your employees’ customer interactions are impacting the overall customer experience?

• What follow-up actions are driving additional business investments?

• How each department is using the feedback to innovate on their service offerings?

• The answers to these questions are critical for the retention of valuable customers as well as the success of your business.

In this session you will learn:• The importance of listening to the Voice of the Customer

and the Voice of the Employee• How to empower your branch employees and call centre

managers to take action with at-risk customers• How to increase executive engagement with real-time

data that helps them discover the root causes of issues that are crucial to your customers.

With more than 15 years’ experience in mobile technologies,quality assurance and technology strategy and implementation,Miguel leads Confirmit’s Mobile practice in the EMEA andAsia Pacific regions, developing mobile solutions for bothVoice of the Customer (VoC) and Market Research.

In this role, Miguel works with organisations to design,implement and deploy mobile feedback and researchstrategies that maximise response rates and generate ROIacross a range of industries. He has extensive internationalexperience in managing projects for the telecommunicationand finance industries and has an excellent track record indelivering projects that drive results. Miguel holds an MBAfrom Durham University (UK).

LLOYDS BANKING GROUP CASE STUDY: Customer experience - The root of all complaintsRuss Powles, Customer Services Director, Lloyds BankingGroup

Russ will share his thoughts on:

• Lloyds Banking Group’s evolution of complaint management over the last 5 years

• How Lloyds Banking Group are using insight to improve customer experiences and avoid complaints in a fast changing environment

Russ is Customer Services Director for Lloyds BankingGroup where he has responsibility for the management of allGroup complaints and Customer Rectification.

Key skills and experiencePrior to his current role, Russ has undertaken a range ofsenior leadership roles in Retail and Business Banking forboth Lloyds Banking Group and previously Barclays. Russ isan Economics Graduate, ACIB qualified and holds an MBAwith distinction from Warwick Business School.

Russ is also involved in two of the Group’s flagship corporateand social responsibility programmes. Through “Pilotlight” heprovides expert input and coaching to the trustees of “Jigsaw4 U” – a small charity which supports young children whohave suffered trauma. Russ also represents the Group in“Business Class” – a Government/Business initiative wherehe (and his team) supports the leadership team and pupils ofan underperforming school to drive up aspirations and levelsof attainment.

BARCLAYS CASE STUDY: Digital eagles – Engaging employees to drive customer-centricityinto the DNA of the organisationDave Shepherd, Director, Frontline Help, Barclays UKRetail Bank

Dave will give you the insight on the Barclays Digital Eagles,how it began and why it has become the biggest peoplemovement the bank has ever seen.

In a nutshell:• How Barclays is delivering on its ambition in this

Digital Revolution to Leave No One Behind• Showcase of the key engagement tools, including the

industry leading colleague app MyZone• The Inside-Out colleague approach to customer-centricity

Energetic in his delivery and passionate in his subject matterDave is recognised across the Banking industry as an innovatorwho accepts no compromise. Now in his 27th year at Barclays,having began his career behind the counter, Dave is Head ofFrontline Help responsible for all Colleague Intranets,Desktop and Mobile within Barclays Retail & Business Bankas a means to Engage, Ideate, Search and Collaborate. With alaser sharp focus on process excellence, Dave is a Black BeltSix Sigma with a passion for People Engagement.

DIGITAL CUSTOMER, PART 1

VIRTUALISING YOUR SALES FORCE– A NATIONWIDE CASE STUDYSimon Blissett, Head of Banking Solutions & Innovation

EMEA, Cisco and Brian Atkinson, Head of Solutions,

Customer Experience Business, UK & Ireland

Today’s consumer expects to be able to do business withyou when it’s convenient for them, rather than when youcan ‘fit them in’. This means maximising the availability andthe utilisation of expert resources while, at the same time,delivering exceptional customer experiences.

Drawing on experience at Nationwide and other financialservices organisations this presentation will speak to theopportunities offered by virtualisation including:• Why banks should consider virtualising their sales forces• How this fits into a wider digital strategy• How it increases business agility and future proofing· How you do this successfully

11:20

12:00

12:30

11:40

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

AGENDA


AGENDA


He has been marketing online since 1997, specialising inSearch Engine Optimization, PPC, Affiliate, Email andPermission Marketing. He is a certified Search Enginespecialist and a Google Advertising Professional.

Lloyd is the co-founder of Watchfinder: The market place forluxury watches in the UK. Founded 12 Years Ago Watchfinderremains at the leading edge of luxury ecommerce selling athousand timepieces a month at an average price point of£4,5000 and annual turnover of £44milion.

Q&A

LUNCH

OMNICHANNEL

EMBRACING THE MILLENNIAL CHALLENGE:The convergence of customer engagement, communications and collaborationMartina Knappe, Interactive Intelligence

There is a new kid on the block: Enter your new employeeand customer. The reality is that many businesses todaystruggle to manage the proliferation of communicationschannels and devices that employees and customers nowhave access to. While the connected digital workplace isrunning on multiple applications it often results in a pooruser and customer experience. This session offers an insightinto new ways in which enterprises can collaborate andcommunicate more efficiently and seamlessly inside andoutside their organisation to truly meet millennialemployee and customer expectations and achieve betterbusiness outcomes.

Martina Knappe has 20 years’ experience in driving changeand leading marketing teams in companies such as Siemens,Avaya and Interactive Intelligence, Martina is as passionateabout creating and implementing innovative marketingstrategies as about leveraging cutting edge technologies forimproved business communications and collaboration. Forthe last 4 years Martina has been instrumental in growing theInteractive Intelligence brand in the European, MiddleEastern and African markets through the promotion ofCustomer Engagement propositions based on the belief that iforganisations want to thrive in future it is key for them to putcustomer experience at the heart of their corporate strategy.

YAHOO CASE STUDY: Smartphone dominancePatrick Hourihan, Research Director EMEA, Yahoo

Global study that looks at analytics + market research tounderstand the drivers of mobile adoption, and dictatewhere it is going.

Experienced research professional with over 14 years ofexperience in digital media including Ad Effectiveness,Measurement Strategy, Thought Leadership, ConsumerInsights, Ad Sales research, Marketing Effectiveness andAnalytics. Successful at building and managing highperforming teams that deliver impact for internal andexternal clients. Expert at finding insights in data and creatingcompelling stories to communicate them. Experienced publicspeaker and active participant in industry committees.

12:50

14:20

13:20

13:10

14:40

Simon Blissett has over 25 years experience in financialservices across a range of organisations and functions. He is amulti-channel distribution and strategy expert with a strongrecord of commercial success in financial services and anoutstanding track record of change programme leadership.

His previous roles include:Head of Channel Development for Nationwide BuildingSociety – leading the strategy and implementation for allchannel development including contact centre, digital, ATMs,face to face and branch design.Programme Director for Association of British Credit Unions– leading a government funded project to set up a centralservices business for credit unions including IT strategy,marketing strategy, HR, organisational design etc.Head of Distribution & Marketing for Bank of Ireland UK –leading the digital agenda for the UK Bank and itspartnership with the Post Office.

His experience includes expertise in transforming customerexperience and leveraging technology to deliver increasedgrowth and profitability across distribution channels. Simonis married, has no children and loves travelling, reading andwatching sport of all kinds.

Brian Atkinson is Head of Customer Experience Solutionsfor UK & Ireland. Mr. Atkinson is responsible for the sales,partner development and go to market strategy of Cisco’sCustomer Experience solutions. He is passionate aboutCisco’s ability to help companies realise the benefits ofconnecting the unconnected. If you truly can connecteverything, and innovate everywhere, while designing a loweffort Customer Experience Strategy, businesses andorganisations can forge deeper, proactive and more loyalrelationships with their customers. Additionally, Mr. Atkinsonis closely involved with the Cisco Business Units helpingshape and define Customer Care and Customer Experiencesolutions for the UK and Irish markets.

WATCHFINDER CASE STUDY:Building a brand in the digital ageLloyd Amsdon, Founder, Watchfinder

Lloyd will be covering the following:• How Watchfinder began and background to the company• Digital strategy and moving a company forward with the

digital age• Adding bricks and mortar stores to a pure-play company

– overcoming obstacles and what gains can come out of being a multi-channel business

• Offline marketing and how this ties in with digital• Digital content – how Watchfinder have used video

content via YouTube and a digital magazine to increase brand awareness and drive footfall to watchfinder.co.uk, engaging customers

• Brand equity• What’s next for the future

Lloyd Amsdon has spent the last 14 years working in IT,specialising in developing Web based applications &businesses. As a shareholder and Key Manager ofDMRI.co.uk he developed some of the UK’s largest websitesin Automotive, Financial services, classifieds and competitionsectors. DMRI was sold to Daily Mail and General Trustgroup 2005.

HALL 2


OMNICHANNEL IN FINANCIAL SERVICES– A PENSIONS ADMINISTRATION CASE STUDYJonathan Mindell, Former director at JLT and Mercer

When one thinks about customer engagement in FinancialServices, most of the focus seems to be on the ‘high touch’frequent customer contact that goes with transactionalservices such as banking and credit cards. However mostpeople buy products and services where customer contactis nowhere near as frequent, but arguably even moreimportant when there is a need to get in touch. Forinsurance, investments and pensions it could be months, oreven years before a customer makes contact. So howshould such organisations address and invest in improvingtheir engagement with the customer and meet the trend ofmoving from single channel communication, through multi-channel to omni-channel connectivity. Jonathan Mindell,with direct and relevant experience in both Mercer and JLTwill use Pensions Administration to make his case.

Jonathan Mindell has spent most of his career focusing onwork he finds deeply fascinating and immensely satisfying todeliver: improving the customer experience. He started hiscareer by marketing service propositions, then moved on todeliver these propositions through large operational centresand, more recently, became responsible for entire servicebusinesses.

Jonathan’s sector experience is highly extensive and includesthe financial services, business services and travel sectors,having worked for several well-known UK brands includingMarks & Spencer, Prudential, BUPA (where he was Head ofMember Services) and Airtours, as well as multi-nationalorganisations (Citibank and Wyndham Worldwide). Since2007 Jonathan has been helping to transform pensionsadministration services across Europe, while Senior Partnerat Mercer and also at JLT Employee Benefits.

Recently, Jonathan joined C3 Partners, where he continuesto follow his passion for the ‘customer experience’ in helpingorganisations focus their energies, culture and processes ondelivering customer-centred business strategies and change.

FINANCIAL SERVICES, PART TWO

USING V-PERSON™ TECHNOLOGY FOROMNICHANNEL CUSTOMER ENGAGEMENTLiam Ryan, Head of Salest, Creative Virtual Ltd

Providing customers with accurate, consistent andpersonalised information in an omnichannel environmentmust be a top priority for financial organisations in 2016. It ismore important than ever to enable customers to seamlesslymove from one service channel to another, with contextawareness and a full history of their conversation movingwith them. Liam will show a live demonstration and shareuser cases from organisations currently utilising CreativeVirtual’s V-Person technology to provide an enhancedcustomer experience, including HSBC, TSB, JPMorganChase and Commercial Bank of Dubai. He will explain howthese and other financial organisations use advancedtechnologies in knowledge management, natural languageprocessing and virtual assistants to not only meet theiromnichannel customer engagement goals, but also reducecosts and build brand loyalty.

Liam Ryan has over 25 years of sales experience, starting inFCMG Field Sales and finishing in National Accounts beforehe joined the dotcom revolution by starting his own onlinebusiness in 1997. After selling the business in 2001, heworked on a freelance basis with various companies withinthe Financial Services, Information and Retail industrieshelping them define and implement their internet strategy.Liam joined Creative Virtual in November 2007 andcurrently holds the position of Head of Sales. In this sparetime Liam enjoys playing 5-a-side football and a game of golfbut seems to spend most of his time acting as a refereebetween his two children!

HSBC CASE STUDY: Putting customers at the heartof everything we do and empowering colleagues tobecome the bank of choice in the UKFrancesca McDonagh, Group General Manager, Head of

Retail Banking and Wealth Management, HSBC Bank Plc, UK

Responsible for all aspects of customer service, channels,products and segments of HSBC’s retail business for HSBCplc, M&S Bank and first direct. Formerly the Regional Head ofRetail Banking and Wealth Management for HSBC in MiddleEast and North Africa and Head of Personal FinancialServices for HSBC in Hong Kong. Appointed Group GeneralManager in August 2014. Qualifications: Bachelor ofAdministration (Honours) from the University of Oxford inPhilosophy, Politics and Economics. Member of MastercardAdvisory Board, Europe. Young Global Leader (Class of2014) of the World Economic Forum.

Q&A

COFFEE

DIGITAL CUSTOMER, PART TWO

HIVE (BRITISH GAS) – CONNECTED HOMESCASE STUDY: How staying close to customers has been pivotal in delivering unique, innovative customer solutionsKim Ratcliffe, Head Of Customer Operations, Hive

Connected Homes were founded in 2012. They are a startup style business responsible for the innovation for BritishGas as well as direct to market connected products. Mostnotably, they have delivered Hive Active Heating, with asuite of new, connected products to launch soon.

This presentation will focus on how the business has grownfrom c.60 people to c.400. It will explain the challengearound maintaining creativity, agility and a real focus ondesigning beautiful products with a customer experiencethat epitomises the brand and compliments the product.

There will be content which demonstrates how stayingclose to customers is pivotal, forcing the need for moreinstant and detailed methods of understanding howcustomers are feeling in a more qualitative way. It will alsoshow how driving a culture where people truly feel like it istheir business and that they have the accountability forchange and improvement has also been one of thechallenges with growing so rapidly.

15:30

15:00

HALL 2

15:50

16:10

16:15

16:40

AGENDA


AGENDA

PANEL DEBATE: INTERNET OF THINGSDom Graveson, Partner, Hominal Service Design, SimonFoot, Consulting Director, Ember Services and Kim Ratcliffe,

Head of Customer Operations, Hive - British Gas

Dom Graveson, Partner, Hominal Service DesignSenior leader of digital and multichannel service design,transformation and delivery. Deep experience across:government, education, travel/tourism, media, finance,broadcast, publishing, technology and charity/NGO.Experienced in both the management theory and day to dayreality of digital change, service development and delivery atenterprise scale.

Particularly happy in environments encountering or needingchange from old models of business to fully embrace theopportunities offered in the maturing digitally networked world.Transformation is built on both culture and process, and lot ofmy work reflects back into the core of organisations throughcustomer and employee research, engagement and comms,knowledge management and intra-enterprise socialnetworking. I approach change from a foundation ofunderstanding of outcome and context, with passion andenthusiasm, and with a focus on tangible, measurable outcomes.

Simon Foot, Consulting Director, Ember ServicesSimon has spent 20 years working in Customer centric roles.He joined Ember in 2012 and has been involved in numerousprojects designing and implementing operating models at astrategic, operational and technological level. A particular areaof expertise is in channel optimisation and the implementationof digital initiatives. Simon has held senior consulting roles withIBM, CM Insight and Verint Consulting. He was appointedDirector of Training, Consulting and Speech Analytics forVerint in 2011. Simon’s client successes cover transformationprogrammes for many of the UK’s top brands across multiplesector’s including BT, Tesco, British Airways and Camelot.

Earlier in his career, he spent several years working in thewater industry and later joined BBC TV Licensing, where hewas responsible for customer experience delivery in theoutsourced contact centre operation that managed thecollection and enforcement of the TV licence fee.

Kim Ratcliffe, Head of Customer Operations, HiveKim leads the customer operation for Connected Homes, Hive.Connected Homes are a start up technology business focusedon bringing innovative products to the UK to enable people to betruly connected with their home. Most notably, the business isresponsible for the design, development and deployment of HiveActive Heating. Kim oversees the customer experience, customerservice, business readiness, change and engagement functions.

Connected Homes really spoke to Kim’s passion for deliveringunique, innovative customer solutions whilst being able to adaptto customer needs dynamically and without lengthy changeprocedures. All of Kim’s previous roles – within telecoms andfinancial services have focused on her passion of deliveringworld class customer experience through unrivalled employeeengagement and utilising unique approaches to achieve industryleading results.



17:20

17:40

17:45

17:00

Kim Ratcliffe leads the customer operation for ConnectedHomes, Hive. Connected Homes are a start up technologybusiness focused on bringing innovative products to the UKto enable people to be truly connected with their home. Mostnotably, the business is responsible for the design,development and deployment of Hive Active Heating. Kimoversees the customer experience, customer service,business readiness, change and engagement functions.

Connected Homes really spoke to Kim’s passion fordelivering unique, innovative customer solutions whilst beingable to adapt to customer needs dynamically and withoutlengthy change procedures.

All of Kim’s previous roles – within telecoms and financialservices have focused on her passion of delivering world classcustomer experience through unrivalled employeeengagement and utilising unique approaches to achieveindustry leading results.

UNILEVER CASE STUDY:The future of the future of service – Digitalengagement innovation from IoT to emotionanalytics to virtual assistants in your homeMegan Neale, Global Head of Consumer Engagement

Centres, Unilever and Maximillian Doelle, CEO, Kazendi

The face of retail is rapidly changing – with all-digital storesand drones on the rise, e- commerce & in-store experiencesare having to excel to consistently wow the consumer. Inaddition in-home consumer behaviour data is becomingavailable offering businesses unique insight into the way inwhich consumers interact with, use and enjoy theirproducts . In this session Megan Neale, Global Head ofConsumer Engagement Centres at Unilever will share:

• How interactive products and the Internet of Things is transforming service strategy

• How the rise of in-home virtual assistants like Amazon Echo will radically change consumers’ expectations for self service

• How Artificial intelligence, Emotion Analytics and DigitalEmpathy™ can work together

I’m fascinated by DigitalEmpathy™. In particular, how wecombine the power of artificial intelligence in the digitallandscape with our desire for human contact within asupporting, sharing and collaborative eco system. I thinkCustomer Experience Management is one of the mostexciting areas in which to develop this thinking. If you’d like todiscuss more please get in touch.

Maximilian Doelle is Chief Prototyper at Kazendi – a leaninnovation studio that exists to challenge processes andenlighten minds for a changing world. For over 3 years, Maxhas worked to inspire companies towards better customerengagement by demonstrating the opportunities that comewith emerging technologies. With Kazendi’s unique service toprototype any idea from concept to customer in just oneweek, Max is speeding up innovation and challenging thestatus quo through radical iteration. Kazendi’s previousclients include Unilever, Pearson, Lloyds Banking Group andmany more.

HALL 2

JUST LISTEN:Utilising customer stories to create the bestexperiences at every touchpointSue Hedaux, Customer Champion, Inmoment

Retail brands are investing heavily in improving customers’experiences, hoping to out-perform their competitors onwhat the analyst firm Gartner Group recently dubbed “thenew competitive battlefield.”

But what do “great” experiences entail? Today’s consumerscrave more interaction and personalisation than everbefore. And with an omni-multitude of channels throughwhich they encounter different aspects of your brand’spromise, the challenge to deliver the right experience at theright time is increasingly challenging.

Where should you start? And once you’ve begun, how canyou and your team understand the ever-evolvingexpectations of your customers? The most powerful sourceof intelligence regarding those expectations is insidecustomer stories. Between social media, online forums anddirect feedback, consumers are sharing in abundance. SueHedaux, Customer Champion at InMoment, will focus onhow to weave Voice of Customer data into each moment oftruth across the omnichannel journey to drive fierce loyaltyand bottom line results.

Sue Hedaux served as a leader in the retail sector for morethan 20 years and understands the challenges andopportunities of providing great customer experiences fromthe practitioner’s point of view. Sue is a master at helpingbrands create the right customer listening and experiencestrategies to both support business objectives, and growcustomer loyalty.

CUSTOMER ENGAGEMENT TRANSFORMATION

NEWSUK CASE STUDY: Winning the loyalty of employees, so you can win the loyalty of customersSean Risebrow, Director of Customer Experience, NewsUK

The four stages of Customer Experience Transformation –Fix, Deliver, Differentiate and Delight – are welldocumented and understood. But how do you bring youremployees with you on the journey? What are the practicalactivities you need to do, and when should you do it? Usingemployee stories from Virgin Media, Fidelity and NewsUKwe will walk the customer experience transformationjourney in the shoes of the people who really matter –your employees.

As Director of Customer Experience Sean Risebrow led thetransformation of Virgin Media’s customer experience fromits launch in 2007 until its acquisition by Liberty Global in2013. The turnaround in the quality of experience has beenby quoted by analysts as a key element in the $5 to $53increase in share price, during which the customers’ view ofthe experience changed from bottom quartile to industrylead. Sean is one of a few Senior Executives that has

11:40

11:20

12:00

12:30

RETAIL, PART ONE

McDONALD’S CASE STUDY:Transforming people practices for a workforce of 100,000 to meet new customer offeringJanet Lenz, Head of Customer Services, McDonald’s Restaurants

With a workforce of over 100k people, split across 1250sites, we knew we had a challenge on our hands as we setout to evolve our people practices to support the restaurantchanges. And, importantly, how we would help our customersas the changes impacted them. So, what we did we do?Hear more about how we sprinkled a few vital ingredientson our plans as we designed and brought them to life.

Janet Lenz is responsible for the Customer Services team atMcDonald’s. She was instrumental in both establishing andsetting up the department which now handles all customerfeedback for the brand in UK and Ireland. She has 25 years’experience in this field and her enthusiastic and motivationalleadership style has allowed her to inspire her team to deliverexcellent results.

Janet is a key contributor to the overall customer servicestrategy and shares key insights throughout the business toensure the customer’s voice is heard and acted upon.Together with her team, Janet gets involved in customerservice and recovery training, helping to ensure that keycustomer messages are communicated to UK restaurant staff.

A passionate ambassador for the customer, she has been therecipient of some key awards including McDonald’s mostprestigious recognition for outstanding employees, thePresident’s Award. Outside of work, Janet has a keen eye forfashion and enjoys music and going to the gym. She is marriedto Colin and has two children, Joshua and Nathan.

THREE CASE STUDY:Business transformation achieved by listening tothe customerStuart Douglas, Head of Customer Strategy andJessica Mustoo, Market Research Manager, Three

Stuart Douglas is the Head of Customer Strategy at Threeand he has worked at the company since 2010. It is Stuart’srole to ensure that Three deliver the most enjoyableexperience for their customers.

Stuart’s background is primarily in telecommunication havingspent time at O2 and BT. He has held senior roles withincustomer experience, and proposition creation and his focushas always been to deliver a great experience for customersby focusing on what matters most to them.

Jessica Mustoo is Market Research Manager at Three, andhas worked at the company since 2001. Jessica works in theStrategy, Research and Insight team, managing ongoing andadhoc primary research to drive customer strategy andmeasure the impact of initiatives amongst customers.

Jessica has always been a researcher, specialising atuniversity and working agency side before moving toHutchison 3G. She’s been part of the evolution of Three fromthe start, and played an integral role in the company’s focusand understanding of NPS and customer centricity.

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

AGENDA


AGENDA


successfully led an organisation through the four recognisedstages to Customer Experience Maturity – Fix, Deliver,Differentiate and Delight.

Sean worked for Fidelity Worldwide Investment in February2014, to shape and drive their customer centricityprogramme. In January of 2015 Sean joined NewsUK, thepublishers of The Times, The Sunday Times and The Sunwhere he is responsible for the Customer Experience,Member Service and Customer Event teams.

VIRGIN MEDIA AND EDIGITAL CASE STUDY:The power of text; using smart technology tolisten, interpret and delight your customersAnna Ritchie, Research Director at Edigital Research andChris Beeson, Head of Customer Experience Insight, Virgin Media

Anna Ritchie is one of the leading insight specialists ateDigitalResearch and overseas a diverse team of bothresearchers and technical experts in delivering bespokesolutions and actionable insight to eDigitalResearch’sgrowing client base. Anna has over twenty years’ worth ofexperience in the commercial insight world. Before joiningeDigitalResearch in 2011, she worked client-side in thefinancial services, FMCG and telecoms sectors and brings awealth of strategic research experience to her first agency-side role.

Chris Beeson is a strategic insight professional with a strongreputation for conveying actionable insight in a compellingway to influence and engage senior stakeholders.Responsible for the Net Promoter® System within VirginMedia, the largest Virgin company in the world, havingworked there for 11 years. Pioneered new fields of insight inmarketing strategy, analysis of unstructured data, advocacyand demonstrating the commercial benefit of customercentricity. Winner of the 2013 UK Customer ExperienceAward for Insight & Feedback.

Q&A

LUNCH

EVOLUTION OF CONTACT CENTRES

THE CUSTOMER EXPERIENCE – CAN OUR CONTACTCENTRES DELIVER? Findings from the 2015 globalcontact centre benchmarking reportPaul Scott, Senior Director, Contact Centre Consulting,

Dimension Data

75% of companies recognise the customer experience as acompetitive differentiator but, across every industry,customer satisfaction levels have fallen for four years in arow. Despite innovation, channel explosion, and a thousandnew ways for customers to interact, there remains adisconnect between the customer experience organisationsaspire to and the realities of front line delivery in theircontact centres.

• The irrelevant contact centre – the need for a new rolein a digital first world

• The omni-channel challenge – imperative, pressing and far from being met

• The analytics opportunity – the best route to personalised powerful customer experiences that’s ignored by so many

• Techno fear – how nearly 8 out of ten contact centres believe their technology is failing and why they’re probably right

• Paul’s presentation take a frank look at the contact centre’s failings in order to plot a sure course to its recovery, re-invention and ultimate success.

During a 25 year career with Dimension Data and inmanagement consultancy, Paul has deliveredtransformational programmes for blue chip organisations inseveral industry sectors, specialising in the development ofcustomer centric business strategies. Paul sits on the UKContact Centre Association’s industry research council andleads Dimension Data’s world-renowned Global ContactCentre Benchmarking Report.

THE FUTURE FOR CUSTOMER TECHNOLOGY:Insights from Amazon, Facebook and GoogleStuart Dorman, Head of Consultancy, Sabio Ltd

In this session, we are going to brief you in on the future ofconsumer technology and the impact this will have on yourcustomer service operations over the next few years.

In order to provide this unique insight we will be giving anoverview from a trip we went on in October at ‘SiliconValley’ where we met with companies including Amazon,Google and Facebook, to understand what they arelaunching to consumers in next few years that will affectthe way you deliver service.

Stuart Dorman has over thirteen years’ experience as a callcentre consultant and is currently responsible for leading theconsultancy practice at Sabio. Sabio’s consultancy team isfocussed on helping contact centres to improve sales,productivity, quality and customer service through better useof technology, process optimisation and a focus on people.Stuart is a recognised thought leader in the contact centreindustry, regularly producing thought provoking whitepapers, speaking at industry events and judging top industryawards in Europe.

IN CONVERSATION WITH:Rod Jones, Owner, Contact Centre Consulting, Peter Ryan,

Principal Analyst, Ovum and Ian Naylor, VP Contact

Centres, Virgin Atlantic Airways

Rod JonesAs an independent consultant to the industry, Rod Jones isinternationally recognised as a Thought Leader, IndustryAnalyst, Strategic Advisor and Subject Matter Expert in theextremely complex and specialised field of customer servicedelivery.

When it comes to the strategic issues of Call Centres,Contact Centres, Customer Experience Management

12:50

14:40

15:00

13:10

13:20

14:20

HALL 3

15:20

15:40

16:00

(Including CRM, CxM and CEM) and BPS&O (BusinessProcess Services and Outsourcing), the professional serviceshe offers to clients draw extensively on his wealth ofexperience, to provide relevant and logical solutions to thismultifaceted subject.

Experience, however, is not enough on its own: he citespassion as being a vital element in his success and he bringsthis passion to his work in assessing and auditing call centresand contact centres and in focusing on the strategic, planningand operational issues that impact upon them. In addition, heis widely recognised for his strategy development facilitationskills when working with executives.

Peter Ryan is a Principal Analyst in Ovum’s global IT Servicespractice. His areas of research are wide-ranging withinBPO/CRM and include company profiling, offshore andoutsourcing, self-service technology and speech solutions,national and sectoral market segmentation/sizing, internaland external customer satisfaction, commercial onlinecontent analysis, and economic analysis. He has writtenextensively on call centers in EMEA, Eastern Europe, Northand South Africa, and Canada, as well as on investment invoice applications and enterprise software market events. Hewas recently named the 18th most influential leader in thedomain of outsourcing in the Americas by the industrypublication Nearshore Americas.

Peter is a prolific speaker and is well known on theinternational conference circuit. He has presented atindustry events in San Francisco, Sydney, Singapore, NewDelhi, Paris, Prague, Moscow, Cairo, Cape Town, Mexico City,Bogota, and Buenos Aires.

Ian Naylor is a results oriented adaptable leader, with a trackrecord of innovative and customer centric businesstransformation in large scale, multi-site, multi-channel,complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & thecreation of customer insight capability to eliminate failure,increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periodsof high growth, business start-up, multiple new initiativelaunch & rapid business change. Step changed end to endcustomer experience and significantly improved profitabilityby creating new operating models and deploying innovativetechnologies & people strategies.

RETAIL, PART TWO

TESCO CASE STUDY: Delivering our best serviceGlenn Reynolds, Head of Customer Experience

Development, Tesco.com and Sue Stoneman, CEO, NKDLearning

For the past two years Tesco’s online shopping arm hasbeen on a mission to restore trust in its brand, andrecognised that the most important people to achieving thisgoal were its many delivery drivers. Hear how Tesco.comhas created an integrated curriculum to focus the wholeteam on putting the humanity back into the online shoppingexperience for customers.

HALL 3

Glenn Reynolds has, for the past 15 years, been at theforefront of developing brand-based customer experienceprogrammes for the likes of British Airways and morerecently within Tesco.com. Within Tesco.com Glenn has beenresponsible for leading the strategy, design andimplementation of a customer experience programme acrossthe Tesco.com estate. These initiatives have delivered a stepchange in customer satisfaction and loyalty (NPS) during aperiod of unprecedented change.

Sue Stoneman has over 25 years experience leading large-scale transformational change and performanceimprovement initiatives in forward thinking, serviceorientated, global organisations. She has held Board and SVPpositions in Sales & Marketing, Customer Service and HumanResources in blue chip, global organisations including BritishAirways, RAC, Barclays Bank and Le Meridien Hotels. Shecombines a strong academic background with a proven abilityto deliver sustainable commercial results through anobsession for employee and customer engagement. For thelast 11 years she has run three successful businesses, one ofwhich is NKD – a creative, brand internalisation agency thatdesigns bespoke brand engagement and customer experienceinitiatives for some of the largest brands in the world.

DUNKIN’ DONUTS CASE STUDY: Growing presenceJim Johnstone, Managing Director UK and Ireland,

Dunkin’ Donuts

Find out more about the customer strategy behind thesuccessful launch of US established brands Dunkin’ Donutsand Baskin-Robbins in the UK.

Jim Johnstone is the Managing Director of Dunkin BrandsUK & Ireland. He has been with Dunkin’ Brands for 4 yearsand is responsible for both Dunkin’ Donuts and Baskin-Robbins. During his tenure, Jim has overseen the launch ofDunkin’ Donuts in the UK and the continued growth ofBaskin-Robbins. Prior to Dunkin’, Jim was with Burger KingUK where he held the positions of Operations Director andthen Business Development Director. Jim has worked inRetail & Hospitality all of his career and has held seniorpositions in Punch Taverns and Thresher Wine Shops. Jim isfrom Portsmouth originally and now lives in Staffordshirewith his Wife and two daughters.

XCEED CASE STUDY:Shaping the experience for a better customerengagementTarek Al Shareif, Head of Off-Shoring Business Unit, Xceed

Main headlines:• Customer experience dynamics in today’s business.• The customer experience Pulse.• From Service Delivery to Engagement.

Tarek Al Shareif is Head of Offshoring business Unit forXceed Egypt and Morocco. With 20 years hands onexperience gained from within the Client Relationships,Telecom and Information Technology industries, with specificskills in Operations, Services Delivery, Client RelationshipManagement, Business and Stakeholder Performance andAnalysis, Business Growth and Development.


AGENDA


AGENDA

Tarek joined Xceed in September 2014. Prior to joiningXceed, Tarek served as Site Director for Sykes Egypt, Tarekalso held multiple regional senior roles at MicrosoftCorporation, Etisalat, in addition to his long experience in thehospitality industry working for multinational hospitalityorganizations.

COFFEE

CUSTOMER JOURNEY

THE 02 CASE STUDY:Encore – Giving the customer a reason to cheerAdam Wilson, Head of Customer Relations, The O2

• A look at how The O2 provides the tools and awareness to deliver exceptional service to our guests.

• Breaking down customer interactions to the basics to allow us to reach higher.

• Examples of how using new service channels allowThe O2 to exceed expectations.

Adam Wilson started his career in the call centre atTicketmaster in the late 1990’s, from there he went on towork at the London Arena Docklands where he quickly rosefrom assistant to the Box Office Manager. Once the LondonArena closed Adam went on to become a freelance ticketingmanager and then to work for some of the larger Londonpromoters on specific UK tours as well as assisting on TheBrit Awards. This freelance work then lead to Adam workingfor Live Nation Global Touring as the European Ticketing Co-ordinator for The Rolling Stones ‘Bigger Bang Tour’,Madonna’s ‘Confessions Tour’ and ‘Sticky and Sweet Tour’ aswell as a host of other large acts (Barbra Streisand/CelineDion/The Police/U2) from The Solo Agency’s roster.

In 2010 Adam was pleased to start work for AEG at The O2Arena as a Ticketing Manager. When the ticketing platformmoved from Ticketmaster to AXS in October 2012 Adamtook the opportunity to take on a new challenge setting upthe call centre operations for AXS and the customer servicehub for The O2. Adam is currently the Head of CustomerRelations for The O2 with overall responsibility for leadingthe Customer Service Hub and Box Office Operations.

PEGASUS AIRLINES CASE STUDY:Understanding context and consumer behaviour to enhance your offer throughout the customer journeySibel Yaman Kavuklu, Brand Marketing Manager,

Pegasus Airlines

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

Turkey’s leading, and one of Europe’s fastest growing, low-cost airlines to become a strong full-service travel brandthat provides a one-stop-shop to its passengers.

Sibel Yaman Kavuklu graduated from Istanbul TechnicalUniversity’s Department of Management Engineering.

Sibel Yaman Kavuklu started off her career at Garanti Bank’sDepartment of Customer Relations Management andMarketing. For five years she was involved in the fields ofcustomer segmentation, segment management andcommunications, customer experience management andcustomer insight. She then led Akbank’s sales and marketingautomation project as its Business and StrategyDevelopment Manager. This project took first prize at theGartner CRM Summit. She then went onto work as abusiness consultant in marketing strategies for Is Bank andits associated companies. After eight years in the financialsector, she moved across to the aviation sector by joiningPegasus as its Marketing Manager. Sibel is currentlyresponsible for brand marketing, customer insight,international communications, customer experience, loyaltyand CRM at Pegasus.

JAGUAR LAND ROVER CASE STUDYA day in the life of...Nina Jones, Global Service Director, Jaguar Land Rover

A day in the life of customer experience in Jaguar Land Rover.

Hectic and challenging, but through structures, processesand most importantly people, exciting change can emerge.

This session will consist of real-life stories of how JaguarLand Rover are improving the Global customer andemployee experience, one chapter at a time.



16:15

17:20

17:40

17:45

16:40

17:00

HALL 3

Whatever the time... Whatever the channel...

Flawless customer experience management

email: [email protected]

@TPmarketingUK TeleperformanceUK

TeleperformanceUK www.teleperformance.com

at WheatteWh

e chther evvettetime ther vve

el... anne che... tim

experiFl

ecceenexperiieess cuwlleaFlla

gemaagane mer omustto

entgem

IADVIZE: Real-Time Customer Engagement and CommunitySupport, a Match Made in Heaven!Chaired By Johan Guérin, Head Of International Development, and Anne-Solène Biton, Key Account Manager

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

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

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

See page 34 for iAdvize profile

See page 26 for Cisco profile

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

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

TIMES: 11:20, 14:20, 15:30

TIME: 11:20

CISCO: Virtualising Customer Experience – “It’s not about the technology butwhat it enables”Chaired By: phil hatton and Lee Phillips, Customer Experience Specialists at Cisco

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

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

• Personalisation• Customer effort• Resolution

TIME: 14:20, 15:30

ROUNDTABLES


CYARA SOLUTIONS: How Successful is Your Customer’s Journey?Chaired By: Simon Foot, Director of Consulting, Ember Services

• Are you virtually guessing what your customers want instead of facing the reality?

• How does your customer experience really measure up?• How do you test your customer experience?

See page 34 for Cyara profile

TIMES: 11:20, 14:20, 15:30

Listen Understand Share

Actively listen to your customers, and they’ll tell you how to succeed.

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

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

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

Dimension Data

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

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

See page 28 for Dimension Data profile

EQUINITI: Improving the Customer Experience for Death Notification in theFinancial Services SectorChaired By: Spencer Lynch, Strategy and Business Development Director and Guy Brodie, Head of

Bereavement Services at Equiniti

Spencer and Guy will lead discussion on the following areas:

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

See page 34 for Equiniti profile

TIMES: 11:20, 14:20, 15:30

TIMES: 11:20, 14:20, 15:30

LOGMEIN: Technology and it’s Role in Customer ExperienceChaired By: Adam Barley, EMEA Enterprise Executive, LogMeIn

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

See page 36 for LogMeIn profile

TIMES: 11:20, 14:20, 15:30

ROUNDTABLES


ABOUT CLICKTOOLSSince 2001, Clicktools has developed cloud applications that integrate with CRM to help businesses better understand and serve their customers. Hundreds of companies rely

to integrate customer feedback in CRM. Syncfrog, Clicktools’ low-cost, intelligent data loader, empowers non-technical users to centralize data from multiple cloud

in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing effectiveness software.

US: 1-800-774-4065 | UK: 0800 [email protected] | www.clicktools.com

BetterCustomer Experience

Is your Biggest Competitive Advantage

Stay Ahead with

Clicktools

Engage Customers

Power your feedback program with surveys, scripts, and forms across the

entire customer journey.

SharpenCustomer Focus

Build a better customer culture by making the voice of the customer

accessible to everyone.

DriveImprovements

Increase retention, upsell, and advocacy by streamlining customer interactions

across the organization.

Request a Demowww.clicktools.com/demo

Sta

Clicktools

y Ahead withSta

Clicktools

Clicktools

Clicktools

Clicktools

Engage omersCust

eedback prour fower yPys, scripts, and forms acrevsur

omer journee custentir

Engage omers

ogram with eedback pross the ys, scripts, and forms acr.yomer journe

Imprease rIncr

eamlining custy strbacr

eDrivementsvoImpr

ocacy etention, upsell, and advease romer interactions eamlining custganization.oss the oracr

Sharpenomer FCust

omer culturBuild a better custoice of the custmaking the v

o eaccessible t

ocacy omer interactions

Sharpenocusomer F

y e bomer culturomer oice of the cust

one.yervo e

OOLSABOUT CLICKT

Request a Demo.clicktwww

Request a Demoools.com/demo.clickt

ools.com/demo

Since 2001, Clicktools has developed cloud applications that integrate with CRM to help businesses better understand and serve their customers. Hundreds of companies rely


in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloudeffectiveness software.



in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), which operates as CallidusCloud®, the leading provider of sales and marketing



in Phoenix, Arizona. Clicktools is owned by Callidus Software Inc. (NASDAQ: CALD), , the leading provider of sales and marketing



MARITZCX: Five Steps to Uncovering the Real Customer Experience JourneyChaired By: Mark Barnett, Sales Executive, MaritzCX

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

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

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

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

See page 36 for MaritzCX profile

MERCHANTS: You Are What You MeasureChaired By: Sandra Galer, Consulting Director at Merchants and Andrew Leach, Business Development

Manager at Merchants

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

Join us as we discuss the fact that more and more of your customers are going online to talk about you, it’s notabout good or bad anymore, there is a wealth of information in between. We should be measuring THAT to geta true reflection of our customers’ experience.

See page 36 for Merchants profile

SABIO: Learning from consumer technology companies to deliver low effortcustomer experiencesChaired By: Kenneth Hitchen and Adam Faulkner, Owners, and Stuart Dorman, Head Of Consultancy, Sabio

Sabio will take a deeper dive on some of the themes raised in the presentation on how silicon valley is raisingthe bar for customer service expectations and what todays companies should do.

See page 30 for Sabio profile

TIMES: 11:20, 14:20, 15:30

TIMES: 11:20, 14:20, 15:30

TIMES: 11:20, 14:20, 15:30

ROUNDTABLES


SPONSORS


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

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

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

Joe Lenny • +44 20 3053 9376 • [email protected]

Interactive Intelligence provides software and cloud services for customer

engagement, unified communications and collaboration to help businesses

worldwide improve service, increase productivity and re-duce costs. Backed by a 21-

year history of industry firsts, 100-plus patent applications, and more than 6,000

global customer deployments, Interactive offers customers fast return on

investment, along with robust reliability and security. Interactive has been among

Software Magazine’s Top 500 Global Software and Services Suppliers for 14

consecutive years and has received Frost & Sullivan’s Company of the Year Award

for five consecutive years. The company is headquartered in Indianapolis, Indiana

and has more than 2,000 employees worldwide. For more information, visit

www.inin.com.

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

PLATINUM SPONSOR:

GOLD SPONSORS:

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

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

Kirstie Neill, [email protected] • T: 020 8824 0880 • www.cisco.co.uk/cx9-11 New Square, Bedfont Lakes, Feltham, Middlesex TW14 8HA


SPONSORS

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

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

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

All over the world, we're inspiring people.

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

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

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

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

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

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

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

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

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

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

cisco.co.uk/cx

The next wave of the Internet lets teams

work without walls

cisco.co.uk/k/cx


SPONSORS

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

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

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

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

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

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

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

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

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

This is done by unleashing the power of emotion in your organisation, resulting in millions of engagedemployees and customers. We help our clients go ‘somewhere new’ – to create the ‘missing ingredient’. Sonothing we do is off the shelf. Ever. Instead we take the time to engage with your people and learn aboutyour brand. We then craft a bespoke experience combining real science and creativity that brings yourbrand to life for both employees and customers.

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

Contact Centre as a Service is the new way to achieve best-in-class multi-channel customer engagement. Pay only for the technology you use. No lazy assets. No wasted capacity.

Freedom to flex: Scale capacity up or down to match peaks and troughs in customer demand.

Freedom to experiment: Experiment with new functionality and advanced applications to prove their value for your business.

Freedom to plan: Look ahead with confidence, knowing we will maintain CCaaS’ leading-edge status.

A comprehensive suite of contact centre technology delivered via the cloud.

Find out how Contact Centre-as-a-Service can secure your customer management future.

Email us at [email protected]/CCaaS

e as a Service is the new way to achieve best-in-class Contact Centrmulti-channel customer engagement. Pay only for the technology you use. No lazy assets. No wasted capacity

eedom to flex: Fr Scale capacity up or down to match peaks and trin customer demand.

eedom to experiment:Frand advanced applications to pr

e as a Service is the new way to achieve best-in-class multi-channel customer engagement. Pay only for the technology you use.

.No lazy assets. No wasted capacity

Scale capacity up or down to match peaks and trin customer demand.

eedom to experiment: Experiment with new functionality ove their value for your business.and advanced applications to pr

e as a Service is the new way to achieve best-in-class multi-channel customer engagement. Pay only for the technology you use.

oughs Scale capacity up or down to match peaks and tr

Experiment with new functionality ove their value for your business.

Find out how Contact Centra-Service can securmanagement futur

Email us at [email protected]

.dimensiondata.com/CCaaS

e-as-Contact Centre your customer can secur

e.management futur

[email protected]/CCaaS

eedom to plan:Fr Look ahead with confidence, knowing we will maintain CCaaS’ leading-edge status.

ehensive suite of contact centrA compr

Look ahead with confidence, knowing we will maintain CCaaS’ leading-edge status.

e technology deliverehensive suite of contact centr

Look ahead with confidence, knowing we will maintain

ed via the cloude technology deliver .

.dimensiondata.com/CCaaSwww

.dimensiondata.com/CCaaS


SPONSORS

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

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

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

Teleperformance is the worldwide leader in outsourced multichannel customer experience managementwith around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands2014”. We help brands develop and evolve their customer experience strategies whatever the channelused to help clients optimise the value of their customer relationships at every stage of the customerlifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people,regardless of channel or device - to help them achieve their desired outcomes. Our business succeedsthrough our greatest asset - our people, to help brands succeed in theirs.

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

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

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

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

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

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

FRIDAY 2ND DECEMBER 2016VICTORIA PARK PLAZA, LONDON

www.EngageAwards.co.ukFor sponsorship information contact Nick Rust:

E: [email protected] • T: 01932 506 301 • M: 07968 416007

Celebrating inspirational customer andemployee engagement excellence

The inaugural 2016 Engage Awards takes will be held on the same day as our

flagship Customer Engagement Summit, now in its 5th year and recognised as

the largest and most prestigious customer and employee engagement event

in Europe. Our aim is to quickly establish the Engage Awards to the same

pre-eminent position.

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

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

Our panel of impartial and highly recognised industry experts will judge this year’sinaugural Award categories which cover strategic areas of engagement capturingexamples of excellence from organisations that are directly improving their customerand employee engagement strategies, improving retention, loyalty, productivity andbottom line performance.

Good luck and we look forward to receiving your entry!

Engage Awards are organised by Engage Business Media Ltd.Engage Business Media, Nicholson House, 41 Thames Street,

Weybridge, Surrey, KT13 8JG

SPONSORS

SILVER SPONSORS:

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

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

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

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

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

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

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

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

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

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

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


Tim KnightDirector

[email protected] 022538

David ConwayDirector

[email protected] 191241www.nunwood.com

Contact us to find out more about our services:

Customer Experience

Strategy

Experience Design and Journey

Mapping

Strategic Insight and Investment

Analytics

NPS, Measurement and

Voice of the Customer

Fizz™: Voice of the Customer

Software

Fizz™: Voice of the Customer Software Help colleagues create customer excellence.

Fizz™:

oice ofVVoFizz™:

oice of the Customer S

twofftoice of the Customer S

are tw

Help colleagues create customer excellence.





StrategyExperience Customer

act us to find out more about our serCont

Mappingy ourneand J

Experience Design

act us to find out more about our ser

Analyticsestment vand In

Strategic Insight

vices:act us to find out more about our ser

i f thVVMeasurement and

, NPS

tSofthe Customer

of oice : VVo™Fizz

Strategy

2 0225380781tim.knight@kpmg-nu

DirectorTim Knight

Mapping

www2 022538ood.co.ukwtim.knight@kpmg-nu

DirectorTim Knight

Analytics

ood.comw.nunwww

Customer

ood.com 2 [email protected]

Directorvid ConDa

oice of the VV

are

241912 1ood.co.ukwy@kpmg-nun

Directoryawvid Con

wtSof

SPONSORS

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

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

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

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

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

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

Merchants is a leading Customer Management Outsourcing solution provider specialising in deliveringexceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years ofexperience in designing, building and operating contact centres around the world on behalf of blue chipclients. Our services and solutions are built on tried and trusted models, systems and processes that arebased on best practice standards.

We are passionate about people. Our ability to attract the best talent, coupled with our rich history of successand innovation across different industries around the world, is what differentiates us from our competitors.

We think, design and deliver integrated customer experiences.Follow us on Twitter @CCMerchBPO and LinkedIn

Lisa Roos , Business Development Director, MerchantsE: [email protected] • T: +27 83 3951309 • www.merchants.co.za

SILVER SPONSORS:


We unleash the power of people-fuelled brands

elne uWpoe pfo

e phh tsaedleleuf-le

rewoe psdnarb

d Fnt – 2eerts Slle5 W70 h30 2073 402)04 (4. +T

H UQT 31don Won, Lorold Fku.oc.dkn@i0 h

domgnid Keitn


EXHIBITORS

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

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

www.boschservicesolutions.com

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

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

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

The Eptica customer engagement platform is designed around a central knowledge base, powerfulworkflow and Eptica Linguistic Services™, advanced linguistic capabilities that enable organisations toquickly understand the tone, sentiment and context of digital interactions and automatically deliverpersonalised service.

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

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

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

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

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

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

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

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

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

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

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

EXHIBITORS


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

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

Typically we work with clients to – • Inspire Customer Focused Mindsets – break existing habits and empower your people to think and

act in a new, different and focused way.• Build courageous and connected leaders – we help them to see the impact of their actions and

develop the skills to transform their team’s performance.• Deliver consistently brilliant conversations – we can give your people the vision, belief, skills and

motivation to deliver consistently brilliant conversations.

Want to know more? Contact us at [email protected].

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

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

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

Pitney Bowes (NYSE: PBI) is a global technology company offering innovative products and solutions thatenable commerce in the areas of customer information management, location intelligence, customerengagement, shipping and mailing, and global ecommerce. More than 1.5 million clients in approximately100 countries around the world rely on products, solutions and services from Pitney Bowes. Foradditional information, visit Pitney Bowes at www.pitneybowes.com/uk

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

Audience engagement is the keySwarmWorks

brainstorming sessions or to

ensures happy faces, shining

back or make decisions on the

reputated companies

We will be pleased to advise youPlease contact us, we look forward to hearing from

SwarmWorks Ltd. SwarmWorks, Inc.

Langbaurghstraße 17

Germany USA


PARTNERS

Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputationfor openness and support amongst its members. Our events and our members’ interactions typicallyrepresent genuine knowledge sharing in the interest of furthering the study and practice of BusinessPsychology.

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

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

E: [email protected]

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

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

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

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

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

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

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

Jon Yarlett • E: [email protected]

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

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

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

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

Customer CentredBusiness Transformation

BRILLIANCE WITH CUSTOMERS

w c3-partners.com t 0207 101 0737

The C3 Partners Customer-Centred Framework

BRILLIANCE WITH

BRILLIANCE WITH

BRILLIANCE WITH

CUSTOMERS...requires consistently good delivery of customer inspire them with your

Getting the blend righttransforms performance.

CUSTOMERS...requires consistently good delivery of customer basic needs, allowing you to inspire them with your innovation

Getting the blend righttransforms performance.

...requires consistently good delivery of needs, allowing you to

innovation.

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

The C3 Partners Customer-Centred Framework...enables you to deliver this, using your customers

your compass.

Recovery

tionInnovasicsBa

c3-partners.comwt 0207 101 0737

Customer CentredansformationTrBusiness

c3-partners.com0207 101 0737


PARTNERS

BOOK PROMOTIONS

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

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

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

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

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

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

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

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

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

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

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

Empower business decisionsthrough customer insight

+44 (0) 1489 772920

[email protected]

edigitalresearch.com

twitter.com/eDRtweet

A unique combination of SaaStechnology, focused insight

and thought leadership

wEmpothr

er busineswough cus

s decisionser businesomer insighttough cus

s decisionsomer insight

A unique cechnolt

and thought l

ombination of SaaSA unique cocused insightogy, fechnol

eaderand thought l

ombination of SaaSocused insight

shipeader

+44 (0) 1489 772920+44 (0) 1489 772920

oinf @ esearalredigit

esearalredigit

om/eDRtw.cerr.twitt

omch.cesear

omch.cesear

eetom/eDRtw

When thinking about your customers, and how they perceive your business as a market leader, trust remains a key

issue, and should not just be left to the ‘CSR’ agenda in the organisation. You can make a real difference through

the way that you engage with your employees and build on the commitment that they can have to you as a trusted

and good employer and brand to work for. Who wouldn’t want their brand to have a soul, and to have a business

filled with good people who care.

www.volume48.co.uk0208 953 [email protected]

For employees to get better engaged, trying to find initiatives andactivities that are valuable, meaningful, relevant and yet fun istough. Aligning with charities has long been a possibility but thisbrings real challenges about how best to engage and to benefit allconcerned in the most meaningful way. It’s long since establishedthat ‘painting rooms’ is actually not as useful or appreciated aswe’d like to think. A group of well-meaning accountants or callcentre agents trying to build a shed or dig up weeds – while greatfor team building - in most cases is doing little for the good causesthey seek to help. Sometimes it is cheaper and better for thecharity to get a professional in to do it. So what can you do that isgood?

At today’s conference you can experience just a taster of howVolume48 can help bridge the gap between employee engagementand effective charity initiatives for your business. All our eventsare carefully selected to be genuinely positive for you, your teamsand the causes we work with.

Volume48 work with smaller charities who are usually less able tocoordinate valuable engagement with businesses. One of ourcharity partners, for example, is a choir: the ‘Choir with no name’who are here today. This charity primarily support people whohave experienced homelessness, by bringing them together to findcomfort and companionship through song. They ask for noauditions, and offer no judgement. Once a week they all singtogether, offering those who attend both food for the body, and

food for the soul. They’re truly wonderful and unique, and need allthe help they can get to keep going. And you can join in. Both todayand through employee events in the future that will makeeveryone just that little bit happier.

Volume48 are delighted to present “Choir with No Name” attoday’s conference, they are here today not just as the charitypartner of the Engage Summit, but as an example of the new styleof customer and employee engagement opportunities whereeveryone benefits. As an example, one of the events we offer is asinging workshop with the choir. You’ll be led by talented,committed people who had lost their voice in society, but are nowpart of something bigger, and have truly found themselves. Theday is uplifting, empowering, and something never forgotten. Andyou can do this for your staff.

Volume48 support the choir and other charities by working withthem to put on professionally managed employee engagementprogrammes to use as training, away days, team-bonding orsomething a little out of the ordinary. Volume48 will work with youto find the best bespoke days and programmes to work on withyou and your teams.

We look forward to talking more about them with you, and hearingabout your interests and challenges for finding ways to get yourstaff fulfilled and engaged, as well as to find the soul of your brandthrough your people.

ENGAGING CUSTOMERS ANDEMPLOYEES BY LOOKING GOOD


FUSIONC R E A T I N G

It’s all about Fusion - come and pay us a visit on STAND 9 or at the Employee & Customer Engagement session (2:20pm in Hall 1) and let us show you what we mean.

Jamie Thorpe +44 (0)1442 829400www.grassrootsgroup.com

easier than you might think.employee engagement is approach

easier than you might think.employee engagement is

h to custom

passionate employees, and competitive advantage.

stronger and more developed customer relationships,

returns from the people important to your business,

The end result is loyalty

achieved seamlessly through a single programme.

and rewarding behaviours and results can all be

actio

easier than you might think.is




, advocacy and increased The end result is loyalty

achieved seamlessly through a single programme.

ng behaviours and r




, advocacy and increased

ogramme.

.grassrootsgroup.comwwwJamie Thorpe +44 (0)1442 829400

.grassrootsgroup.comJamie Thorpe +44 (0)1442 829400

let us show you what we mean.Engagement session (2:20pm in Hall 1) and

AND 9STTAon It’s all about F


let us show you what we mean.Engagement session (2:20pm in Hall 1) and

or at the Employee & Customer AND 9usion - come and pay us a visit It’s all about F


Engagement session (2:20pm in Hall 1) and or at the Employee & Customer

usion - come and pay us a visit


We run choirs primarily for people whohave experienced homelessness with theaim of enabling members to make friends,build confidence and find their place insociety. We have two choirs in London, onein Liverpool and one in Birmingham, withover 120 active members and counting!

For many of our choir members the support of family and friends isabsent. We provide a positive space where they can come togetherin trust, support each other’s endeavours, musical or otherwise,and offer an opportunity to learn new skills and forge lastingrelationships. We were founded on the premise that singingmakes you feel good - it distracts from the negative things in lifeand is proven to be beneficial to both physical and mental health.

The choir also offers support beyond singing. After each rehearsalwe sit down together for a hot meal where staff and volunteers areon hand to offer support and a good chat! One of our most excitingprojects is our pilot ‘Moving On Up’ programme, in which membersof our North London choir are offered one-to-one time with a

dedicated member of staff to work towards their aspirations, bothmusically and in other areas of their lives.

“People don’t realise that anybody can find themselves homelessfor all sorts of reasons: I was lost and didn’t know how to find anydirection. Quite simply, The Choir with No Name has given mesomething to live for." Bill, choir member.

Ultimately, we want all our members, volunteers and audiences toenjoy themselves, so having a laugh in rehearsals and atperformances is crucial. We’re an ambitious bunch, and have highhopes for the future so your support today can help us grow, andcontinue to provide hope and happiness to hundreds of peopleaffected by homelessness every year.

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

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

TO DONATE:

https://www.justgiving.com/CES2015/Text FAN to 70300 to give £5 a month or:

www.choirwithnoname.org/get-involved/donate

The Choir with No Name aredelighted to be the officialcharity partner of the EngageCustomer conference.

OFFICIAL SUMMIT CHARITY


Established in 2005, with offices inFrance, Japan, China and the UnitedStates, Aldebaran designs, producesand sells interactive and caringhumanoid robots. Aldebarancurrently has over 450 employeesinvolved in the development andproduction of robots. Aldebaranbelieves in a future where interactive,communicating robots willaccompany humans in their jobs andhomes and assist them in their dailylife. Our robot family today consistsof three robots: NAO, Pepper andRomeo. With the exception of Romeo,who is today still a research platform,our robots are used in more than 70countries in various sectors, such asresearch, education, retail, care,tourism, entertainment and muchmore. Aldebaran is a SoftBank Groupcompany, holding 96% of its capital.

[email protected]


+44 20 3053 9333

For sponsorship information contact:Nick Rust - E: [email protected] • T: 01932 506 301Claire O’brien - E: [email protected] • T: 01932 506 308

engagecustomer.comengageemployee.comengageawards.co.uk

@EngageCustomer @EngageEmployee #EngageSummits

The only joined-up customer experience event to drive successful customerand employee engagement strategies for organisations looking to improve

customer retention, loyalty and business performance and profitability.

CUSTOMERENGAGEMENT

SUMMIT 2016F R I DAY, 2 D E C E M B E R 2 0 1 6VICTORIA PARK PLAZA, LONDON

FUTURE OF THE CONTACTCENTRE LEADERS FORUMFRIDAY 11TH MARCH 2016

11MAR 2016

EMPLOYEE ENGAGEMENTSUMMIT 2016THURSDAY 14TH APRIL 2016

14APR 2016

VOICE OF THE CUSTOMERDIRECTORS FORUMTHURSDAY 12TH MAY 2016

12MAY 2016

CUSTOMER EXPERIENCE STRATEGYAND INNOVATION LEADERS FORUM THURSDAY 23RD JUNE 2016

23JUN 2016

CUSTOMER ENGAGEMENTTRANSFORMATION DIRECTORS FORUMFRIDAY 23RD SEPTEMBER 2016

23SEP 2016

CUSTOMER ENGAGEMENT IN FINANCE& RETAIL FORUM DIRECTORS FORUMFRIDAY 21ST OCTOBER 2016

21OCT 2016

ENGAGE AWARDSFRIDAY 2ND DECEMBER 201602

DEC 2016

INTERNAL COMMUNICATIONSDIRECTORS FORUMTHURSDAY 3RD NOVEMBER 2016

03NOV 2016

ALSO COMING NEXT YEAR

Documents

CUSTOMER ENGAGEMENT SUMMIT 2015 - Engage Employee - How customer and employee ... · 2019. 10. 4. · employee behaviour and where organisations are having to ... Digital eagles –