CCA ANNUAL CONVENTION 2018 · Ben Page, Ipsos Mori Ben will look at the mood of Britain in 2018 and...

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CCA ANNUAL

CONVENTION2018

14–15 NOVEMBERHILTON GLASGOW

#ccacon18

Digital Partner Networking Sponsors

Alison Varney Managing Director, Sales Operations

CCA CONVENTION 2018 OUR SPEAKERS

Jayne Secker Sky News

Alexa Collinson Customer Services

Director

Julie Tennant, Head of Client &

Colleague Experience

Nicola Collister Managing Director, Custerian

& CCA Special Adviser

Liz Barclay Broadcaster & CCA

Special Adviser

James Leech Head of Digital Contact,

Technology and Innovation

Matthew Vallance, Managing Director,

Capita Customer Management

Claire Cochrane Financial Support &

Recoveries Lead

Alison Hendry Acting Head of Sales

Operations

Louise Bennie, Head of Digital

Nigel Tilley Director

Greg Reed Chief Executive Officer

Craig Gibson Chief Commercial

Officer

Ian Craig Director of Member Contact & Support

Anne Marie Forsyth Chief Executive

Chris Fitch Research Fellow, University of

Bristol and Vulnerability Lead at Money Advice Trust

Ben Page

Angela Connor Channel Strategy

Programme Manager

Adam Shardlow Lead Journey

Manager

Stuart Concannon Customer Care

Director

Mark Abramowitz VP Product Marketing

Service Cloud

Shelley Kerr Manager of Scotland’s

National Women’s Football Team

Jill Waters Retail Director

Paula Kennedy VP Market Lead

EMEA CEU

Sarah Malpass Business &

Communications Manager

Chris Forrest Senior Director Enterprise

Sales and Industry

Natalie Calvert Managing Director &

co-founder

Simon West Director of Alliances

EMEA

David Rumble Managing Partner,

Go Beyond

CCA ANNUAL CONVENTION 14–15 NOVEMBER 2018 Hilton Glasgow #ccacon18

#ccacon18#ccacon18CCA ANNUAL CONVENTION 14–15 NOVEMBER 2018 Hilton Glasgow

DAY 1 WEDNESDAY 14 NOVEMBER

1300–1310 Chair introduction – Welcome & opening of event Jayne Secker, Sky News

CCA Convention 2018 will be hosted and facilitated by award-winning broadcaster Jayne Secker from Sky News.

As the Royal Television Society’s News Channel of the Year 2018, Sky News prides itself on delivering expert comment and analysis on the latest UK and global news. Jayne will bring her knowledge, expertise and opinion to explore the key challenges being faced by our market and add commentary to changing customer demands and expectations.

Jayne has been a presenter on Sky News since 2009 moving to the studio after almost 10 years on the road as a correspondent. She presents the weekday show from 11am to 3pm alongside Colin Brazier.

1310–1330 Keynote: State of the Nation – Customer experience reimagined Anne Marie Forsyth, CEO, CCA

Making the critical decisions about your future customer service and experience is essential for your brand’s success and survival. Senior customer service executives need to be armed with the latest thinking, information and insight to make the best decisions about technology investments, people programmes and strategies. This session from CCA CEO, Anne Marie Forsyth will talk about the latest trends, insight and intelligence from the CCA network and discuss where organisations need to focus in the next 12–18 months.

1330-1345 Industry Standards Re-imagined ‘In our opinion, CCA Standard© defines what is good in our industry. It validates

best practice and gives brands the confidence they are making the right decisions.’ CCA Accredited Member

A panel of CCA Accredited Members will talk about their personal experiences of CCA Accreditation, the value it brings to their organisations and why they are looking forward to 2019 and the introduction of the new CCA Standard.

1345–1400 Keynote: Consumer Says… Ben Page, Ipsos Mori

Ben will look at the mood of Britain in 2018 and what it means for customer experience – and those trying to improve it. Recent research conducted by Ipsos reveals that customer experience is the number one reason consumers cite for choosing a particular brand when making a purchase. In this session Ben will share why for customers, experience is the tipping point, and without a strong plan to create and maintain a positive experience, businesses will lose out.

1400–1430 Keynote: Digital transformation and the culture change required to support it Chris Forrest, Senior Director Enterprise Sales and Industry, Microsoft

Like most companies, Microsoft has been on a journey of digital transformation as technology forces change in our everyday lives. In this session, Chris will share the 10 lessons learned by Microsoft as it implemented its own digital transformation programme, what cultural changes need to take place to make it most effective and how that is impacting on future jobs, skills and changing requirements.


DAY 1 WEDNESDAY 14 NOVEMBER

1430-1445 Keynote: How AI is Transforming Customer Service, the Agent Experience and your Business Mark Abramowitz, VP Product Marketing Service Cloud, Salesforce The need to reinvent customer experience is accelerating at a ground-breaking rate. In

a customer’s everyday life, they use apps and platforms that provide great experiences, from Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook creating new customer expectations. Your business must meet and exceed, or risk losing to competitors who are innovating customer service to match the consumer experience. Learn how AI is the key to begin that service transformation, delivers on metrics that matter and leads to better business for your company. And even becomes an agent’s new best friend!

1445–1515 COFFEE

1515–1555 Keynote Debate: Tech Talks Technology continues to disrupt how customers engage with our organisations. Knowing

where and what to invest in is a challenge.

Discussing the critical questions you need answers to, our leading panel of experts will explore customer expectations to 2020, what drivers for change will shape the technology we use and how can we ensure our teams are fully equipped for the challenges ahead to meet our service and customer experience ambitions.

Our panellists include:

1555–1635 Round-Table Discussions Formally facilitated round-table discussions will offer you the chance to explore the

critical questions from the afternoon’s presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

1635–1655 Review of the round-table discussions

1655–1710 ROUND-UP AND CLOSE

1710–1810 Drinks, Whisky Tasting & Networking An opportunity to continue the conversations with colleagues and fellow delegates

from the afternoon proceedings. Join our evening sponsors, Scottish Development International and Highlands and Islands Enterprise, in sampling the best that Scottish Whisky has to offer.

Mark Abramowitz, VP Product Marketing Service Cloud, Salesforce

David Rumble, Managing Partner, Go Beyond

Julie Tennant, Head of Client & Colleague Experience

Simon West, Director of Alliances, Twilio

James Leech, Head of Digital Contact, Technology and Innovation - Customer Management Centres, Sainsburys Argos

Sponsored by

#ccacon18CCA ANNUAL CONVENTION 14–15 NOVEMBER 2018 Hilton Glasgow

DAY 2 THURSDAY 15 NOVEMBER

0900–0915 Chair introduction – Welcome & opening of event Jayne Secker, Sky News Jayne will open the day’s proceedings and introduce the agenda for the day.

0915–1000 Keynote Debate: The C-Suite Conversation Customer loyalty is reducing as products become more homogenous to

consumers. Most leading brands understand that to differentiate, positive CX and service are paramount to thrive and survive.

On the other hand, one of the biggest challenges customer experience and service professionals face when trying to secure investment is to get buy-in and commitment from the Board. Understanding how to translate into ‘board speak’ is critical for success. Conversely, Boards need to know more about the impact of good and bad service and CX on brand, reputation and bottom line to be confident in that investment.

This session will bring together CEOs, MDs and other board directors from some of the leading UK and global brands in both private and public sector. The C-Suite Conversation will explore the main challenges organisations are facing, how different organisations are tackling the issues, what critical tactics should be used to ensure that the voice of the customer becomes the heart of any investment and change programmes and ultimately, what are the top tips for using CX and service for competitive advantage.


1000–1030 Keynote: Educating Cora – AI in Action at RBS Angela Connor, Channel Strategy Programme Manager & Adam Shardlow, Lead Journey Manager Understanding the impact of AI and seeing it in action are two different things. Cora

is RBS’ artificial intelligence-powered ‘digital human’ assisting customers online and through the mobile messaging app. Using a demo showing Cora interacting with a customer and agent, this presentation will explain the journey RBS has been on implementing this technology, how it is being used today to assist and support customers in a digital environment and how she will be used in the future to help free up time for human advisers.

Over time, Cora will be trained or ‘educated’ to handle more complicated questions, and answers will become increasingly accurate to allow human advisers to deal with more complex enquiries that require more critical thinking.

1030–1100 COFFEE

Anne Marie Forsyth CEO, CCA

Alison Varney Managing Director, Sales Operations, Sky

Ian Craig Director of Member Contact & Support, Nationwide

Jill Waters Retail Director, ns&i

Greg Reed CEO, Homeserve


1100–1130 Keynote: How to deliver agile and responsive service Stuart Concannon, Customer Care Director, ASOS ASOS is a brand that built themselves around the customer. With the original

intention of delivering outstanding service on digital and remote channels, ASOS is a clear example of how to be agile and responsive in an increasingly complex and demanding market place. In this session Stuart will discuss their journey to become one of the world’s leading online retailers with a reputation for smooth, intuitive and connected service and plans for continuing to meet their customers’ high expectations.

1130–1210 Round-Table Discussions Formally facilitated round-table discussions will offer you the chance to explore the

critical questions from the morning’s presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

1210–1230 Review of the round-table discussions

1230–1345 LUNCH

1345–1415 Keynote Debate: The importance of partnerships in driving industry standards Thriving in an era of change can seem like a tall mountain to climb. Having

confidence in buying in the right expertise to do the right job can be a critical step in meeting changing customer demands. Often partnering with other organisations that have the capability to deliver improved service is essential.

Never before has the BPO market offered so much innovation, better technology and smarter working practices to truly transform the experience offered to customers and plays a critical role in driving industry standards. This session will bring together the lead players in CCA’s BPO network to update on the recent consultation on CCA Global Standard©, the opportunities for new operating models and critically, a candid view of what works and what doesn’t when it comes to partnerships.


1415–1445 KEYNOTE: Delivering on brand promise Alexa Collinson, Customer Services Director, first direct first direct is a brand renowned for delivering outstanding service to customers. As

our world becomes increasingly digital, like all organisations, first direct needs to respond to changing customer expectations and demands on the service they receive.

In this session Alexa will explore the strategies first direct are employing to ensure they stay at the forefront of customer service and how they are pioneering amazing service in a digital environment to continue to deliver on their brand promise.

1445–1505 COFFEE


Craig Gibson, Chief Commercial Officer, Webhelp

Paula Kennedy, VP Market Lead EMEA CEU, Concentrix

Nigel Tilley, Director, Serco

Matthew Vallance, MD, Capita Customer Management

Magnus Schoeman, Client Executive Atos UK&I


1505–1535 KEYNOTE: Supporting staff, helping customers: what works for vulnerability and wellbeing? Chris Fitch, Research Fellow, University of Bristol and Vulnerability Lead at Money Advice Trust Drawing on the experience of helping over 200 firms, 16,000 staff, numerous

regulatory bodies, and ultimately thousands of customers, Chris Fitch will aim to answer the question ‘what works?’ when addressing vulnerability and wellbeing among both frontline staff and our customers.

Focusing on examples of challenging interactions, Chris will explain how these can make staff and customers vulnerable to detriment, and result in poorer wellbeing.

The session will incorporate real-life interactions covering mental health, suicide prevention, addiction, serious and terminal illness, gambling, and financial difficulty and indebtedness.

1535-1605 How to build a world-class team Shelley Kerr, Manager of Scotland’s National Women’s Football Team As the manager of Scotland’s first national football team to qualify for the World

Cup Finals this century, Shelley Kerr knows what it takes to build a world-class team. Not only that, they qualified top of their group.

With an ‘I’ll show you..’ attitude, Kerr has consistently beaten down barriers placed in her way resulting in a drive that’s taken her to the top of her game. However, as any true leader knows, it’s the hard work and determination of the players in your team that leads to the top. In this session Shelley will inspire you to become your best self and lead your team to success.

1605–1640 Let’s talk about…… Delegates will choose one option to attend a ‘Let’s talk about….’ conversation with

our keynote speakers and other invited experts. Offering participants the chance to probe deeper into the critical points covered during the day, these sessions are designed to offer access to key insights, expertise and top tips for taking back to your own organisation.

TALK 1: The future of CX – led by Managing Director, Custerian & CCA Special Adviser, Nicola Collister

For any business to remain relevant, viable and sustainable it has to deliver increasing levels of operating efficiency and enhance its customer experience. Getting that balance right can be the make or break for businesses. Nicola will lead the conversation on the future of CX where participants can put their questions directly to some of our expert contributors including:

Participants:


Greg Reed, CEO, Homeserve

Julie Tennant, Head of Client & Colleague Journey, Barclays

Alison Hendry, Acting Head of Sales Operations

James Leech, Head of Digital Contact, Technology and Innovation


TALK 2: People & HR – led by Broadcaster & CCA Special Adviser, Liz Barclay

According to a report published by the Institute for the Future, 85 per cent of the jobs that will exist in 2030 have yet to be invented. As we tackle the incredible pace of change in required skill sets, aligned with increasing vulnerability and wellbeing issues for both customers and colleagues, how can we create environments for our people to thrive?

Our expert contributors include:

TALK 3: Digital & Assisted Service – led by Managing Director & co-founder of CX High Performance, Natalie Calvert Digital technologies are transforming how we work, how we engage with customers

and how we manage our business processes. Digital strategy is really much more about business strategy. As we look to become more agile and responsive, how can we ensure we embrace the right transformation for our colleagues, customers and ultimately our business? Our expert contributors include:

1640 EVENT CLOSE


Angela Connor Channel Strategy Programme Manager &

Adam Shardlow Lead Journey Manager RBS

Stuart Concannon Customer Care Director, ASOS

Louise Bennie Head of Digital NHS 24

CELEBRATING EXCELLENCECCA Annual Convention will conclude with our prestigious gala dinner and awards ceremony on the evening of 15 November 2018.

CCA Excellence Awards programme sets the benchmark for service. It is the most prestigious awards ceremony in the customer service and contact centre profession and highlights the achievements of individuals and companies throughout the industry. For more information and to view the shortlist visit:

https://www.cca-global.com/content/awards-recognition/

Individual Category SponsorsOverall Awards Sponsor Gala Dinner Sponsor

Chris Fitch Research Fellow, University of Bristol

Sarah Malpass, Business & Communications Manager, Legal & General

Claire Cochrane, Financial Support & Recoveries Lead, The Co-operative Bank

Charity for 2018


TwilioTwilio’s mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their web, desktop, and mobile software.

We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software.

For more information, please visit https://www.twilio.com

Go Beyondgobeyond are a practioner led Digital and Transformation solutions service provider. We advise, design, test and deliver end-to-end services across all elements of Customer Experience Management. We support clients with CX Strategy, Journey Design, Operating Model, Service Improvement, Multi-channel Operations, Digital Solutions, and Artificial Intelligence. We have a unique and differentiated capability to explore all aspects of change through our Model Office and Lab environments. Using our proprietary Discovery Methodologies we can deliver balanced, pragmatic and scalable service improvement for customers and colleagues by getting the best out of the latest technology innovations.

For more information, please visit http://gobeyond.uk.com

SalesforceSalesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect with their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. The company is ranked #1 on Fortune’s World’s Best Workplaces list, and Forbes has ranked the company one of the world’s most innovative companies for seven years in a row.

For information, please visit www.salesforce.com.

PLATINUM SPONSOR

GOLD SPONSORS

SILVER SPONSORSAriseArise Virtual Solutions is a work-at-home, Business Process Outsourcing (BPO) company that uniquely blends crowdsourcing innovation, cloud-based technology and operational efficiencies to power its services and solutions. Recognised as a pioneer in the call centre industry, Arise has been delivering services in the cloud for nearly a decade through its network of tens of thousands of independent, home-based customer service, sales, and technical support providers in the UK, Ireland, Canada and the USA.

For more information, please visit http://www.ariseworkfromhome.co.uk

CoveoCoveo makes business personal. As the pioneers of cloud-based AI-powered search & recommendations, Coveo is dedicated to helping organizations deliver more personalized experiences at scale, by ensuring that every customer, partner and employee has contextually relevant information at every interaction.

Find out more at https://www.coveo.com/en

CyaraCyara is the world’s leading Customer Experience (CX) Assurance platform provider. Cyara helps enterprises proactively measure operational CX from the outside in, identify customer-impacting defects, and increase quality across digital and voice channels. With Cyara, enterprises accelerate CX development and assure customer journeys end-to-end. The Cyara Platform supports the broadest CX assurance needs design, through functional and regression testing to performance testing and production monitoring. Every day, the most recognizable brands in the world trust the Cyara Platform to deliver customer smiles at scale.

For more information, please visit www.cyara.com, or connect with Cyara on LinkedIn, Twitter, Facebook, YouTube, or Instagram.

FexcoFexco serves some of the world’s biggest brands across multiple industries, predominantly in the payments and foreign exchange sectors, through a wide range of innovative products and services including; Dynamic Currency Conversion (DCC), Multi Currency Pricing (MCP), Tax Free Shopping and Retail FX. Fexco also offers bespoke Managed Business Solutions and Outsourcing services as well as a full suite of payment management solutions through its Corporate Payments business.

For more information, please visit: www.fexco.com

NewVoiceMediaNewVoiceMedia is a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more. Its platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into Salesforce for full access to hard-won data.

For more information, please visit: www.newvoicemedia.com

PlantronicsPlantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, please visit http://www.plantronics.com/uk


SUPPORT SPONSOROracleWith more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

Customers worldwide rely on Oracle’s complete, modern, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enterprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle’s solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds.

For more information, please visit: https://www.oracle.com


WELLBEING SPONSORPURE Spa & Beauty is an award-winning spa and beauty group founded in Edinburgh. Our philosophy is simple; to combine essential spa and beauty treatments in convenient locations. Open 7 days and late throughout the week, our expert therapists are there for our clients even after their longest days! We can accommodate your treatment at a time to suit you; at the weekend, on bank holidays, before or after work – or even during your lunch break. Our client journey begins when you book your appointment – we have made it as simple as possible by offering a 24/7 website and app booking system.

For more information visit www.purespauk.com

DIGITAL PARTNERAfter Digital has almost two decades of experience working with Arts, Culture & Attraction organisations around the world and are considered globally as one of the leading agencies in that space. Our footprint is truly global, we are currently working with companies such as Honolulu Museum of Art, Milwaukee Zoo, Dulwich Picture and the Amber Gallery.

We have vast experience across the private sector which has allowed us to amass a wealth of transferable skills and knowledge that combined with our understanding of their sector can be an extremely effective mix, allowing us to deliver ROI.

For more information visit www.afterdigital.co.uk

NETWORKING PARTNERSAt Scottish Development International (SDI) we’re all about discovery: helping ambitious businesses like yours discover new business opportunities, markets and ventures in Scotland.

From technology and financial services to life sciences and renewables, we’ve helped over 5,000 inward investors realise their ambitions in Scotland.

We’ll connect you with the right people, in the right place and at the right time

For more information visit www.sdi.co.uk/

CCA ANNUAL CONVENTION 2018 · Ben Page, Ipsos Mori Ben will look at the mood of Britain in 2018 and...

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