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Customer Engagement Transformation Conference is organised by Engage Business Media LtdJoin EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter,Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Steve HurstEditorial Director

[email protected]: 01932 506 304

Nick RustManaging Director


Katie DonaldsonMarketing Manager


James CotteeSponsorship Sales [email protected]

T: 01932 506 309

James MajorSponsorship Sales


Dan CookSponsorship Sales


Kimberly BishopSponsorship Sales


Dan SkinnerMembership Sales


Hannah MuleaMarketing Executive


Sabrina ClarkeFinance Department


Mark SmithCredit Controller


A very warm welcome to our fourth CustomerEngagement Transformation Conference. Today’s CPDaccredited case study driven conference brings intosharp focus the imperative for organisations toconstantly evolve their customer engagement strategies.

Our constantly connected customers, their expectations, their journey, and the ways in whichthey interact and work with organisations are continuing to evolve and organisations must alsotransform if they are to thrive in this Brave New Customer World.

If anything the pace of what is often technology-driven change is accelerating, and organisationsthat do nothing in terms of customer engagement transformation are effectively moving backwards.

Underpinning all of this is the fact that it is our people who deliver on the customer experienceand without the right people and culture in place all the technology in the world will noteffectively deliver on transformation.

We fall behind the expectations, preferences and needs of our customers at our peril. Nobody istoo big to fail. This conference will focus firmly on the key issues, challenges and opportunitiesaround engaging our customers - and our people - and includes world class case studies, expertopinion and analysis, panel discussions and high level interactive networking and innovativepolling technology.

Real life end user case studies of course take pride of place in dominating the agenda at today’sconference and our delegates will learn about the customer engagement transformationstrategies of organisations as diverse as Secret Escapes, Dow Jones, John Lewis, Bupa, Save theChildren. LV, Google and many more.

Our Customer Engagement Transformation Conference comes as a growing number oforganisations are realising the business benefits that accrue when they work to transform andevolve their customer engagement strategies to keep pace, and engage more closely, with theircustomers.

Our aim is for our delegates to leave this Conference armed with all the tools, techniques andinsight they need to implement effective and successful long term customer engagementstrategies. Enjoy.

Steve Hurst, Editorial Director

THE TEAM

WELCOME

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HALL 1

HALL 1• Transformation: Our People and Our Customers - Part One 20• The Rise of Customer Service Design 21• Personalisation of the Customer Experience 23• Robotics, AI and Customer Engagement 25• Transformation: Our People and Our Customers - Part Two 26

PLENARY• Does Customer Engagement Drive Superior Business Performance? 18• Providing Game Changing CX by Mastering Social Media 18• Accelerating Growth at Dow Jones and The Wall Street Journal 18

by Focusing on Customer Experience, Data, and Insight• When a Customer Wins, Nobody Loses 19

HALL 2

HALL 2• Customer Engagement Transformation in Financial Services and B2B 28• Technology and Customer Engagement - Part One 29• Customer Engagement Transformation in Retail and Logistics 32• Digital Customer Engagement Transformation 33• Technology and Customer Engagement - Part Two 35

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publisherscannot be held liable for errors and omissions.

©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored ina retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise,without prior consent in writing to the publisher.

CONTENTS

3

Platinum Sponsor Profiles 44-46

Gold Sponsor Profiles 47

Bronze Sponsor Profiles 48

FOCUS GROUPS 37• Artificial Intelligence Powered Chatbots:The Future of Customer Service• People Power

Visitor Information 4

Speakers 6-8

Sponsors 9

What’s On 11

Agenda Summary 12-13

Floorplans 15 & 17

PLENARYFOCUS

GROUPS

FEATURE 39-41• Loyalty Deciphered – How Emotions Drive Customer Engagement

FEATURE

CONFERENCE HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.25 Plenary Keynotes

10.25 – 10.55 Networking & Coffee Break

10:55 – 13.00 Presentations

13:00 – 14:00 Lunch

14:00 – 16:00 Presentations & Focus Groups

16.00 – 16.30 Networking & Coffee Break

16:30 – 17:30 Presentations

17:30 – 18.30 Drinks & Networking Party

18:30 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on Lower Level 1.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resorts

Join the Conversation:@EngageCustomer #EngageConferences

First Aid:Please visit the registration desk on LowerLevel 1 should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:The Victoria Park Plaza hotel features allthe services and amenities expected of topcentral London hotels. Guests enjoy afitness centre, 24-hour room service,baggage storage, foreign currencyexchange and an array of other first-classservices.

Travel:The venue is situated within walkingdistance of Victoria train, coach, bus andUnderground stations.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 1throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary beer/glass of wine isprovided.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party

VISITORINFORMATION

4

NETWORKINGBREAK SPONSOR

If you’re passionate about customer engagement, and are interested in exploring the concept of

intent-driven customer journeys, attend Wil Lynch’s presentation at 4:50pm in Hall 2 and discover

how some forward-thinking brands havealready fi gured it out.

StopThinkingChannels,

StartThinkingJourneys.

thunderhead.com

@ThunderheadONE

Holly DevonaldLV

Richard SpencerPromoderation

Jonathan JamesCambridge City Council

Mark GraingerEngage Hub

Steve Kato-SpyrouJohn Lewis

Ross LaneDOTS

Wally BrillGoogle

Sally EarnshawBlue Sky Performance

Improvement

SPEAKERS

6

Gerry BrownCustomer Lifeguard

Andrew BryanHenley Business School

Nicholas BriceAmerican Express

Community Stadium

John Uptonex Leon

Liam PageWhirlpool

Peter Evia-RhodesNews UK

SPEAKERS

7

Rumyana MitevaSecret Escapes

Nick VarneyDow Jones

Jyllene MillerConcentrix

Karim SidaouiAlliance Manchester

Business School

Machaela ShepherdBupa

Stephen GreenEquiniti

Moritz DingerCapita Transformation

Steve GrycukDow Jones

Toby Poulsomex Hager

Andrew RichardsMetro Bank

Martin Hill-WilsonBrainfood Consulting

Martin TaylorContent Guru

Sarah DaviesOliver Bonas

Julia BarbosaSave The Children

SPEAKERS

8

Rob SheldonAccent

Arkin SalihNKD

Joris WiggerSecret Escapes

Chris BarbourContent Guru

Wil LynchThunderhead

Depesh NathwaniDOTS

Orinta GaucyteTails.com

Claire SportonConfirmit

Lee DanceSouth East Water

Anna WilcoxBupa

Sarah MetcalfeSure Petcare

Mark Harrisonex Shell

SPONSORS

9

PLATINUM SPONSORS

GOLD SPONSORS

BRONZE SPONSORS

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WHAT’S ON

11

HALL 1

PLENARY KEYNOTES

17:30 Drinks & Networking

16:00 Coffee & Networking Break

13:00 Lunch

10:55 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

AGENDASUMMARY

12

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART ONE11:00 Metro Bank Case Study: Ruthless Simplicity – Colleague Engagement & Customer Choice Andrew Richards, Director of Regional Retail Banking, Metro Bank

11:20 People Power Sally Earnshaw, Managing Director, Blue Sky Performance Improvement

11:40 Save the Children Case Study: How to Engage Audiences Through Happiness Julia Barbosa, Special Projects Lead, Save the Children

THE RISE OF CUSTOMER SERVICE DESIGN12:00 John Lewis Case Study Steve Kato-Spyrou, UX Manager, John Lewis

12:20 How Knowledge Plays The Leading Role in Equiniti’s Digital Transformation Project Stephen Green, Head of Digital Strategy, Equiniti

12:40 Bupa Case Study: Getting The Experience Right, by Design Anna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer Experience Manager, Bupa

PERSONALISATION OF THE CUSTOMER EXPERIENCE14:00 South East Water Case Study: Water, Water Everywhere – But Will There Be? Lee Dance, Head of Water Resources, South East Water & Rob Sheldon, Managing Director, Accent

14:20 Power to The People – The Challenging Evolution of Customer Management Moritz Dinger, Market Director, Capita Transformation

14:40 Secret Escapes Case Study: Machine Learning – The Key to Digital Transformation Rumyana Miteva, Head of Search & Joris Wigger, PPC Manager, Secret Escapes

ROBOTICS, AI AND CUSTOMER ENGAGEMENT15:00 Look Who’s Talking: The Case for Branded Personas in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google

15:20 Understanding Holistic Customer Experience and Engagement in The Age of Artificial Intelligence Karim Sidaoui, Researcher, Alliance Manchester Business School, University of Manchester

15:40 The Challenges of Channel Shift, Self-Service and Process Automation Jonathan James, Head of Customer Services, Cambridge Council

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART TWO16:30 How AI Powered CX Reinvents How Customers & Colleagues Engage Martin Hill-Wilson, Founder, Brainfood Consulting

17:00 Sure Petcare Case Study: Enabling Frontline Staff Through Happiness at Work – Melting The Iceberg of Ignorance Sarah Metcalfe, Head of Customer Service, Sure Petcare

09:05 Does Customer Engagement Drive Superior Business Performance?Andrew Bryan, Executive Fellow and Programme Director, Henley Business School

09:25 Providing Game Changing CX by Mastering Social MediaJyllene Miller, SVP of Marketing and Client Engagement Strategy, Concentrix

HALL 2

PLENARY KEYNOTES

17:30 Drinks & Networking

13:00 Lunch


10:55 Chair’s Introduction: Nick Brice, Team Brighton Lead, AMEX Community Stadium

AGENDASUMMARY

13

CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES AND B2B11:00 LV Case Study: LV Culture and Customer Focus Holly Devonald, Head of Home, Travel & Landlord Operations, LV

11:20 Insurance Case Study: Are You Covered? How to Guarantee Premium Customer Engagement Martin Taylor, Deputy CEO, Content Guru

11:40 Stuck In The Mud Claire Sporton, SVP CC Innovation, Confirmit

TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART ONE12:00 Fuelling Customer Experience: How Shell Puts Customers at the Centre of Everything They Do Mark Harrison, Ex-General Manager of Customer Excellence, Shell

12:20 Best Practice: Customer Experience, Digital Transformation & Calculating ROI Mark Grainger, VP Sales Europe, Engage Hub

12:40 Tails.com Case Study: How We Turned Customer Support Into Part of Our Product Orinta Gaucyte, Customer Experience Manager, Tails.com

CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL AND LOGISTICS14:00 Do You Really Know That You’re Giving Customers What They Need? John Upton, Former Managing Director, LEON

14:20 Customer Experience Transformation on a Truly Global Scale Arkin Salih, Consulting Director, NKD

14:40 Oliver Bonas Case Study: Cool Head, Warm Heart Sarah Davies, Customer Service Manager, Oliver Bonas

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION15:00 Linguistic Modelling – A Universally Applicable Tool to Improve Engagement Toby Poulsom, ex Digitalisation Manager, Hager

15:20 Becoming Customer Centric With Digital Solutions Ross Lane, Head of Digital Contact Centre Solution & Depesh Nathwani, Director of Digital Services & Business Development, DOTS

15:40 How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation

TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART TWO16:30 News UK Case Study: How we use Customer Behaviour & Data Science in Marketing to Increase Retention to Record Rates Peter Evia-Rhodes, Head of Engagement, Operations and Retention, News UK

16:50 Stop Thinking Channels and Start Thinking Journeys Wil Lynch, VP Business Value Consultancy, Thunderhead

17:10 Whirlpool Case Study: The Role of CX in a Traditional Manufacturing Industry Liam Page, Head of Marketing (Service), Whirlpool

09:45 Accelerating Growth at Dow Jones and The Wall Street Journal by Focusing on Customer Experience, Data, and InsightSteve Grycuk, Chief Experience Officer & Nick Varney, VP Customer Value and Engagement, Dow Jones

10:05 When a Customer Wins, Nobody LosesGerry Brown, Chief Customer Rescue OfficerCustomer Lifeguard


94% of customers who have a

low-effort customer service

will buy from the same company again

Content Guru’s cloud communications platform, storm®, is usedby hundreds of the world’s largest organisations to deliver low-effort customer engagement, improving retention rates. By converging multiple communications systems into a single platform, storm enables customers to interact with your organisation through any device or channel, 24/7, even during periods of high contact volume.

- CEB Research

Lower Level 1

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Help Desk

6HALL 1 HALL 2

EXPO HALL

FOCUSGROUP

SESSIONS

15

HALL 1• TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART ONE• THE RISE OF CUSTOMER SERVICE DESIGN• PERSONALISATION OF THE CUSTOMER EXPERIENCE• ROBOTICS, AI AND CUSTOMER ENGAGEMENT• TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART TWO

HALL 2• CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL

SERVICES AND B2B• TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART ONE• CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL AND LOGISTICS• DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION• TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART TWO

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Contact:W: www.zendesk.co.uk/suite/

Contact: Moritz DingerT: 01483 739 400E: [email protected]: www.capita.com/transformation

Contact:E: [email protected]: +44 (0) 207 965 0207W: www.ultracomms.com

Contact: Martin PowtonE: [email protected]: www.wizu.com

Contact: Jackie ChapmanT: 01512 373 200W: www.boschservicesolutions.com

Contact: T: +44 7770 888688T: +44 7776 395578W: www.cxcompany.com

Contact: Nab Kalsi, BusinessDevelopment DirectorT: +44 (0) 203 4700 230M: +44 (0) 7768 045 609E: [email protected]: www.nkd.co.uk

Contact: Henry Finbow, BusinessDevelopment ManagerT: 01344 852 350E: [email protected]: www.contentguru.com

Contact:T: +44 1223 488700W: www.transversal.com

Contact: W: www.theengagehub.com

Contact:T: +44 (0)20 3053 9333W: www.confirmit.com

Contact:T: 01483 739 400W: www.blue-sky.co.uk

Contact: Derek WilliamsE: [email protected]: www.thewowawards.co.uk

Contact: Catherine TysonE: [email protected]: www.thunderhead.com

18

CONFERENCEPROGRAMME PLENARY

Does Customer Engagement Drive Superior Business Performance?Andrew Bryan, Executive Fellow and Programme Director, Henley Business School

With all the excitement surrounding the benefits of new technologies, digital transformation programmespromising great ROI and ever increasing customer expectations, what are the key things all organisation mustget right? Based on recent research and experience gained from working with companies at Henley BusinessSchool, Andy will turn the hype into help!

Andrew Bryan is an Executive Fellow and the Programme Director for the MSc and Post Graduate Certificate in StrategicMarketing Leadership at Henley Business School. He has had a successful career as a corporate executive, managementconsultant and business researcher. He is an experienced digital technology and strategy Director who has had senior roleswith a range of blue chip companies. He also acts as a consultant to companies on customer management issues, customercentric digital transformation and digital commerce in both B2C and B2B companies. Andrew’s experience covers severalsectors. His technology sector expertise includes executive leadership roles with system integrators, technology productdevelopment and technical consulting companies. In Logistics, he was responsible for delivering change programmes at Exeland DHL Logistics. His has pharmaceutical experience with GSK, Novartis and Roche and was responsible for developingtechnology products for IMS Health. In the retail sector he has experience with many well-known high street favouritesincluding Debenhams, Halfords, Boots, Argos, Jack Wills, Timberland and Dunelm Mills. He also has start-up experienceand has worked with several private equity funds.

Andrew has an MBA from Henley Business School and has worked with the Henley Centre for Customer Management for anumber of years where he undertakes research into customer experience topics on behalf of the members. He hascompleted a number of reports and papers on behalf of companies exploring customer management topics. These include awhite paper for BT titled “Customer Effort: Help or Hype?” and the 2014 UK Water Industry Research Report “AnAlternative Service Incentive Mechanism Implementation Plan”.

Providing Game Changing CX by Mastering Social MediaJyllene Miller, SVP of Marketing and Client Engagement Strategy, Concentrix

Business success is predicated on keeping up with the latest customer trends. That means delivering whatcustomers want, when and how they want it. Whether its in-store, or online, customers want reliability acrossmultiple markets and channels. When they don’t get it, social media is where most customers voice their frustration.Jyllene Miller, Concentrix SVP Marketing, explains how customer sentiment and emotional analysis from socialmedia can help businesses deliver a consistently brilliant customer service experience. The results for a majorEuropean retailer were decision-ready insights that improved customer engagement and business performance.

Jyllene Miller is a Brand and Marketing Strategist who collaborates with CEOs, executives and global business leaders tohelp them understand how to better connect with their customers and future-proof their business. As the SVP of Marketingand Client Engagement Strategy for Concentrix, Jyllene is the driving force behind the company’s Different by Design™brand. Jyllene is a veteran at creating and building relationships with organisations and individuals at all levels. With herunique communication style and passion for customer engagement, Jyllene has helped grow Concentrix into a Top-5 globalbrand in business services.

Accelerating Growth at Dow Jones and The Wall Street Journal byFocusing on Customer Experience, Data, and InsightSteve Grycuk, Chief Experience Officer & Nick Varney, VP Customer Value and Engagement,Dow Jones

Dow Jones publishes The Wall Street Journal, Barron’s and Marketwatch and has a suite of businessinformation tools like Factiva. In 2015 we set an aggressive target to accelerate our growth to achieve threemillion subscribers. To win we knew needed to pivot to a focus on the customer, so we undertook a fundamental

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

09:00-09:05

09:05-09:25

09:25-09:45

09:45-10:05

PLEN

ARY

19

CONFERENCEPROGRAMMEPLENARY

transformation in the way our business thinks. In just three years we restructured our global Customer Serviceorg, built a focused experience design team, reinvigorated our marketing approach by personalising everymember touchpoint and built new data platforms to underpin this new customer-focused philosophy.

Steve joined Dow Jones in September 2014. He currently leads the global Customer Service, Customer Operations,Experience Design, Insight & Intelligence, Analytics and Customer Data teams. Over the last 10 years, Steve has worked witha number of media, broadcasting and Financial Services businesses – including The Times of London, Sky, Deutsche Bank andthe BBC. Steve has a track record of delivering large-scale complex business transformation programmes. He started hiscareer at Deloitte Consulting. Steve holds a Bachelors degree in Economics and Management from the University of Oxford.

Nick started his career at Deloitte’s UK consulting practice specialising in transformation and organisation design for mediaclients such as the BBC, South African Broadcasting Corporation, and Thomson Reuters. In 2011 he joined News UK wherehe led the customer technology portfolio managing subscription platforms for The Sun, The Times and The Sunday Times.In 2014 he moved to sister company Dow Jones where he has led customer transformation initiatives including the launchof a customer experience design function, the transformation of member engagement for The Wall Street Journal and mostrecently leading the Customer Value team – using data to improve revenues across Dow Jones

When a Customer Wins, Nobody LosesGerry Brown, Chief Customer Rescue Officer, Customer Lifeguard

Most companies tell us how important we are and that “Customers are at the heart of everything they do.”Unfortunately, for many of us, that remains a slick, meaningless, marketing slogan, that is rarely delivered andthe outcome is a very different slogan; “They win, we lose.”

But a customer winning? How does that work?

Gerry Brown takes us through the key elements of customer experience and tells us why a customer “winning”is so critical in today’s connected world; and how you can adopt four simple principles that can be the differencebetween long term business success and ignominious failure.

• Culture: Going beyond mission statements to show how organisations must have ‘customer first’ into their DNA.• Commitment: Starts from the top down, demonstrating & expecting everyone to care about & ensure good CX is delivered.• Community: From public visibility, to community engagement & social care benefits.• Communication: Keeping the CX journey alive, so everyone can see progress & ideals.

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customerservice, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.Over that that time I’ve learned what works and what doesn’t. I take a unique approach that eschews the newest shiny toysas a starting point and focuses on four fundamental principles that must underpin and drive a successful customerexperience strategy: Culture, Commitment, Communication and Community.

As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterisemany customers’ experiences with businesses. I’ve been involved in the customer service business in one form or another forover thirty years in strategic, operational and logistical roles. I’ve worked with some of the best customer experience “gurus”and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences. I helpcustomer service directors, customer experiences leaders and MDs to develop actionable insights, drive value and improveprofitable customer retention by focusing on Customer Inspired Thinking that will help them in:

• Evaluating what customers really think of them & why• Quantifying how much bad service really costs them• Identifying & addressing areas for improvement• Engaging, involving and inspiring their employees to find their inner customer• Introducing & integrating the right technology at the right time for the right reasons• Measuring what matters – to customers

Coffee & Networking Break10:25-10:55

10:05-10:25

PLENARY

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART ONE

Metro Bank Case Study: Ruthless Simplicity – Colleague Engagement& Customer ChoiceAndrew Richards, Director of Regional Retail Banking, Metro Bank

Since launching in 2010, Metro Bank continues to revolutionise British banking. We currently have 56 storesopen, with plans to have up to 100 by 2020. Additionally, over 1.3 million customer accounts are supported byover 3,300 colleagues. In this case study, we will discuss how Metro Bank passionately focuses on their formula:Model+Culture+FAN-atical execution.

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus on CustomerExperience. Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TD Bank inWashington DC, where he was the Senior Vice President of Retail Banking. Andrew began his retail banking career in 1985when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank, America’s MostConvenient Bank, Andrew worked in a number of prominent roles culminating with expanding and building therevolutionary, service-driven model in both existing and new markets.

People PowerSally Earnshaw, Managing Director, Blue Sky Performance Improvement

When you look at organisational strategy today, all we hear about is getting technology to do the work – AI, BigData, all of those brilliant things that in the future are going to help with channel shift and personalisation. Butwe need to be wary of leaving behind the people element. We are always going to require people to delivercustomer service. In the new world, every touch point a customer has with an organisation, across whateverchannel, is an opportunity to add value and to do good for the customer. It’s having the right people with theright skills and mindsets.

Today it’s about answering problems across a huge range of different channels. Wind forward to tomorrow andwe’re coming to terms with the fact that the workforce is evolving (it’s not just millennials) and the humanbeings we are dealing with are very complex!

With a 20 year track record working in senior positions, Sally has developed and executed sales and service transformationprogrammes in a wide range of operational environments. This lends a depth of understanding to all sorts of clientsituations with resultant gravitas to the messages she shares. She has recently published her first book. Crack the Code:Upgrade your Customer Experience, One Conversation at a Time about the human code, called conversation, that’sundergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing,it’s being neglected by all but the super-smart few.

Save the Children Case Study: How to Engage Audiences Through HappinessJulia Barbosa, Special Projects Lead, Save the Children

This inspiring and practical session will share thought-provoking ways to deliver and deepen customerengagement through happiness. Focusing on case studies from around the world, from a driver who carefullydecorated his tuk-tuk to a zen monk in Japan, this session shows that happiness is efficient and infectious – andis a powerful way to engage others.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

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Julia Barbosa is a marketing and business effectiveness specialist, with a consistent track-record of leading people andorganisations through change, equipping others with tools and skills to thrive. She is currently Special Projects Lead at Savethe Children, where she leads strategic projects, focusing on driving engagement, CRM and customer experience. Juliaspeaks and writes about personal development, the learning power of failure and happiness in the workplace.

THE RISE OF CUSTOMER SERVICE DESIGN

John Lewis Case StudySteve Kato-Spyrou, UX Manager, John Lewis

This is a case study talk about using design thinking, lean and agile methodologies to define John Lewis’s giftingstrategy in a collaborative way. It involved a 2 day workshop bringing all the SMEs of gifting, from all differentdepartments within John Lewis, together. This was a greenfield effort as John Lewis has never had a holisticgifting strategy. Then using those same methodologies, moving the problem spaces defined in the strategy into adelivery vehicle which put the customer at the heart and tried to use iterative thinking born out of digitalpractice.

Steve is helping develop (and enabling the development of) a content strategy that will utilise John Lewis’s USP’s. He hasalso designed the components for the componentisation of the John Lewis and Sky.com sites, in order to create a consistentcustomer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership levelworkshops, in order to push things forward and not just create circular debates.

How Knowledge Plays The Leading Role in Equiniti’s DigitalTransformation ProjectStephen Green, Head of Digital Strategy, Equiniti

Recognising that technology has a vital role to play in delivering an improved customer experience, Equiniti setabout building a business case for change. As a part of a larger digital transformation project, Equiniti wasdeveloping a new customer website. This presented the ideal opportunity to develop a more consumer-centricservice where the role of Knowledge played the leading role. Hear how Equiniti has successfully delivered aconsistent, intuitive experience for its customers across multiple platforms.

Experienced Digital Strategy professional. Specialising in developing strong, positive teams that go further to grow revenuesby applying focus, data and user centred design thinking. Passionate about people, system architecture and getting the mostfrom technology to enable colleagues to deliver great customer experiences at scale. Business-minded digital leader withbackground in delivering £m+ digital marketing, online strategy and optimisation work streams.

Specialisms include:

• Digital Strategy• C-Level stakeholder management• Change and Transformation• Data, Analytics and visualisation.• Conversion Optimisation / Continuous Improvement – Test/measure/learn processes• Digital Marketing – Inc. Group Structuring across PPC, CRM, Email, SEO, Display and Affiliates.• Business development

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Bupa Case Study: Getting The Experience Right, by DesignAnna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer ExperienceManager, Bupa

Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeingneeds. But how can thousands of employees deliver consistently the Bupa brand promise without a compellingvision of what, from the customers’ viewpoint, great looks like? Great customer experiences are designed closeto the customer, with customers, and with colleagues who are close to customers. Anna and Machaela haverecently worked with over 150 customers and employees to co-create the target experience for the treatmentand renewals journeys. They will walk through a simple, practical, step by step guide of how to “get theexperience right by design”.

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motortrade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing themarketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK HealthInsurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despite herpassion for marketing, she found she really wanted to make a difference for the customer. So when the opportunity for anew challenge arose she grabbed it with both hands. She now heads up the newly formed customer experience team withinBupa. This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potentialand deliver outstanding results for an organisation.

Machaela is an established business to business sales leader with over 16 experience years at Bupa. At Bupa, Machaelainitially worked within the SME sales channel, but in 2010 she turned her attention to Corporate sales where shesuccessfulyl led a department with a portfolio of 980 clients and a net worth of 95 million. In 2017, Machaela’s passion forthe customer led her to take on a new challenge and move into the newly formed customer experience team at Bupa.Machaela now uses her expertise with B2B clients and intermediaries to improve the Bupa experience for these key customers

Lunch and Networking

PERSONALISATION OF THE CUSTOMER EXPERIENCE

South East Water Case Study: Water, Water Everywhere– But Will There Be?Lee Dance, Head of Water Resources, South East Water & Rob Sheldon, Managing Director,Accent

The water sector is at a critical stage in its strategic development. Challenges, such as increased population andclimate change, lead to concerns over long term supply resilience. But also, opportunities exist due to thegrowing environmental conscience of customers and stakeholders.

SEW have an ongoing customer engagement programme to feed into its five-year business plan to understandand anticipate the constant sector evolution. This paper will take the audience through the extensive workprogramme which included a futurologist working with consumers, deliberative consumer research, marketsegmentation and behavioural science and machine learning to identify behaviour change.

Insights/learnings include:

• The complexity of the potential solutions to address resilience and how each customer relates to them differently.• The important role that customers could play when provided with enhanced water use information.• How best to use behaviour change techniques and ‘nudge’ messages with different customer segments.

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Lee Dance is Head of Water Resources, for South East Water, with 22 years of experience in managing water resources,demand management and strategic long term planning. In his role, he has recognised the important role that customerengagement can, and must, play to support the water industry’s long term planning and decision making.

Rob Sheldon is Accent’s MD. He has a postgraduate degree in econometrics and 35 years’ experience in market research.Rob is an internationally recognised expert in the field of stated preference and was instrumental in introducing thetechnique to the UK, for a project for British Rail in the 1970s. Since then he has developed many pioneering applications ofthe approach in a broad range of typically regulated sectors. He has a strong track record in utilities starting as a consultantto Midlands Electricity during development of their marketing strategy for the emerging privatised over 1MW sector. Hehas worked extensively in the water sector since PR99 and has been instrumental in defining the shape of this regulatoryengagement programme. He performs a similar role in other regulated sectors such as energy, transport, post, finance andhealth. He is a Fellow of the Market Research Society.

Power to The People – The Challenging Evolution of Customer ManagementMoritz Dinger, Market Director, Capita Transformation

Customer management strategy is currently embroiled in one of the most significant shifts of the last 30 to 40years, which is creating substantial challenges for businesses. Traditionally, engagement between businessesand customers has been very much a one-sided affair. To put it simply, the rules of engagement were set bybusinesses, and customers were expected to comply. This has meant that businesses could define what kind ofrelationship they wanted to have with their customers. Whether it was the local supermarket or packageholiday provider – products and services that customers received were designed by businesses for customers.This meant that customers were faced with little flexibility or direct influence when it came to the nature of thegoods they were offered, or the relationship they wanted to have with companies. These days are no more…

Moritz will outline the challenges this shifting paradigm is presenting for businesses and give an insight into howcompanies can get themselves organisationally ready to embrace these new relationships.

Moritz is currently Market Director at Capita Transformation, the consulting and advisory business of Capita plc. Prior tothis he spent over 10 years in creative and digital agencies in London where he lead the design and delivery of innovativedigital solutions and experiences. His work focusses on the optimisation of customer engagement and experience levels andthe impact this has on business performance. Moritz is a highly experienced digital strategist and service design expert withsignificant experience in how to maximise the opportunities and benefits that digital channels and solutions can bring. Aparticular emphasis for his work lies in transforming organisations by combining creativity, technology and insight to deliveroptimal experiences for customers and better outcomes for businesses.

Secret Escapes Case Study: Machine Learning – The Key to DigitalTransformationRumyana Miteva, Head of Search & Joris Wigger, PPC Manager, Secret Escapes

Today’s empowered consumers are more demanding and impatient than ever before, and expect assistiveexperiences. Learn how machine learning is enabling travel businesses, such as Secret Escapes, to meet thoseexpectations while saving time and improving performance!

As Head of Search at Secret Escapes, Rumyana has a deep understanding of the current Paid and Organic searchecosystem. With over 8 years of experience in the Digital Marketing she has worked for various brands and managed aportfolio of over a billion keywords. She decided to pursue a career in Performance Marketing because it is constantlyevolving, which makes it equally appealing and challenging. Rumyana is a regular conference speaker – SMX, IAB Search,Hero Conf London and a judge at the UK Biddable Awards.

Joris has a degree in International Hospitality Management and he has been working in Digital Marketing for the past fewyears. He is currently PPC Manager at Secret Escapes and one of his main responsibilities is managing a large portfolio ofcampaigns across multiple markets. Joris has experience with complex data integrations such as Google Hotel Ads. Hisinterest in Performance Marketing mainly derives from the fact that results are based on data and that the digital landscapeis ever evolving, which makes it an exciting environment to work in.

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ROBOTICS, AI AND CUSTOMER ENGAGEMENT

Look Who’s Talking: The Case for Branded Personas in Connected DevicesWally Brill, Head of Conversation Design Advocacy & Education, Google

As speech enabled, connected devices like Alexa and The Google Assistant become ubiquitous and enterprisescreate their own “skills” and “actions”, how will they ensure brand identity and differentiation to separatethemselves from their direct competitors?

In this session we’ll explore how to create unique voice experiences to engage customers and reinforce brandloyalty.

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at NuanceCommunications where, as Director of Persona Design and Production, he created the process for designing, testing anddeveloping branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUIconsultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. AsDirector of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now asHead of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the GoogleAssistant.

Understanding Holistic Customer Experience and Engagement in The Ageof Artificial IntelligenceKarim Sidaoui, Researcher, Alliance Manchester Business School, University of Manchester

With buzzwords like artificial intelligence, deep and machine learning, chat bots, and big data, companies arescrambling to maximise their understanding and utilisation of these technologies to cut down on costs, improvethe bottom line, gain a competitive edge, and ultimately provide superior customer value. Customerengagement and experience are at the vanguard of these transformational cues; however, we still lack theholistic consensus of what they really are. Matters get more complicated with disparity between academicresearch and the professional understanding of these business constructs.

This presentation aims at bridging this understanding with a customer-centric focus on what elements of thecustomer experience could be engaged using innovative technology to build decision-making support systems.This in turn would enable customer experience managers and executives to pinpoint experience relatedfeatures within product and service design, marketing, customer support, servicescape and many otherorganisational facets.

Karim Sidaoui is currently a PhD researcher at the Alliance Manchester Business School in the Management Science &Marketing division within the University of Manchester. His educational background comprises a Bachelor in ComputerScience, and a Master’s in Business Administration.

His academic experience ranges between topics of customer experience and engagement, data mining and machinelearning, big data analytics, and social media.

He possesses multidisciplinary corporate and start-up professional experience ranging from software development and ITproject management to retail category management and business development. His involvement with international brandssuch as Samsung, LG, Philips, Toshiba and others in multinational settings enabled rapid and successful business expansionin the MENA region. From a customer perspective, Karim has managed customer retail strategies pertaining to productdesign, marketing, sales, cross-departmental liaison, and customer feedback & support in both online and brick-and-mortarsettings.

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The Challenges of Channel Shift, Self-Service and Process AutomationJonathan James, Head of Customer Services, Cambridge Council

Cambridge, along with hundreds of other councils, is trying to drive out efficiencies and deliver improvedcustomer services. There are simple and easy solutions that can be delivered quickly, but more complex issuesrequire greater thought and also result in greater resistance to change. There is no simple one fit solution soCambridge is delivering and developing a range of measures to process low value high volume transactions torelease resources to enable customer service staff to deal with the high value transactions. However, there havebeen successes, failures and challenges along the way.

Originally from an Environmental Health background, Jonathan has the unique experience of working within a cross sectionof public roles spanning a range of service areas and Councils, including strategy development, programme and projectmanagement, customer service and operational management. Over the past 14 years, Jonathan has successfully ledsignificant organisational and cultural change and developing and implementation channel shift strategies over the fullbreadth of public services.

Coffee and Networking

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS - PART TWO

How AI Powered CX Reinvents How Customers & Colleagues EngageMartin Hill-Wilson, Founder, Brainfood Consulting

Over the next 3-5 years, AI technologies will have reshaped how service outcomes are delivered. This willsharpen the focus on using person to person engagement intelligently when it matters most.

Those still charged with delivering the ‘human touch’ will need to be special. This session explores the new role,profile and culture that will be needed as AI powered journeys reinvent the way customers engage with brands.

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker.Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clientsevolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customerexperience, social customer service and customer hubs. All themed around service innovation. Using customer hubs as amilestone towards full digital competency. Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms ofreal time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosperin this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customerengagement and the idea that the service organisation was solely responsible for customer experience. Today, marketleadership means taking a fresh approach to continuous improvement and service innovation: re-energised through newpartnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together anumber of competencies into a new form of working relationship. This includes the front office (sales, marketing, service),analytics, change management and collaboration. Together they become a hub of innovation, improvement andcompetitive responsiveness for the rest of the organisation.

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Sure Petcare Case Study: Enabling Frontline Staff Through Happiness atWork – Melting The Iceberg of IgnoranceSarah Metcalfe, Head of Customer Service, Sure Petcare

Sarah Metcalfe is Head of Customer Services at Sure Petcare (previously SureFlap). Sure Petcare developintelligent, connected pet products that improve the way we care for our pets. Sarah will discuss removingbarriers in your business to giving great customer service by empowering your frontline agents to makemeaningful changes. This will include innovative examples of how to motivate your teams, improving retention,and creating meaningful changes to engage employees in the long term. Sarah will give real life examples andtake home advice for implementing a happy workplace which enables great customer service. Highlighting thebenefits this has to your entire organisation.

Sarah joined Sure Petcare six years ago, taking responsibility for the company’s customer service and guiding it through anextraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstandingcustomer service and happiness to all Sure Petcare customers around the world. Sarah is passionate about happiness in theworkplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate andimprove the customer journey, Sure Petcare now has an amazing Net Promoter Score of 95+% with an increase in customercontact of over 50% over the last 12 months.

Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background thatincludes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zapposand Happy Ltd, she wants to share her experience and the success of Sure Petcare with others, including her strategy forsupporting Sure Petcare ’s new connected suite of pet products within the Future of Intelligent Pet Care

Drinks & Networking Party

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WEDNESDAY 28TH NOVEMBER 2018C O U N T Y H A L L L O N D O N

Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement tocome together and voice their thoughts and share experiences in a structured professional environment.

These dynamic and highly engaging think tanks stimulate thought leadership discussions and provide valuable‘take-home’ implementable knowledge. Hosting a focus group forges meaningful relationships, positions you as amarket leader whilst providing powerful insights into the key issues within the enterprise.

1 DAY EVENT • 11 SYNDICATE ROOMS • 33 ROUNDTABLE SESSIONS • 110+ SENIOR CUSTOMER PROFESSIONALS

QUICK FACTS

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER

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CUSTOMER ENGAGEMENT TRANSFORMATIONIN FINANCIAL SERVICES AND B2B

LV Case Study: LV Culture and Customer FocusHolly Devonald, Head of Home, Travel & Landlord Operations, LV

Through a challenging time in insurance, Holly talks about how LV continues to strive, putting their people at theheart of what they do, exceeding customer expectations and driving change for the better.

LV the 3rd largest private motor insurer and the 5th largest personal insurer have experienced major transitionsfrom system changes, to company joint ventures. Holly will focus on how people, customers and future strategyis the key focus. How LV ensures to stay ahead of the curve, making sure they evolve on meeting theircustomers’ changing expectations, continue to maintain their culture and focus on strengthening foundations.

Holly has been a part of the contact centre industry for the past 31 years; she is currently the Head of three products acrossSales & Service – Home, Travel and Landlord at Liverpool Victoria. Holly has worked at Liverpool Victoria for 10 Years andprior to LV and previously worked at RSA for 21 years. Holly ensures world class service is achieved across two main sitesand overseas the performance of a headcount for over 300 employees. She has considerable experience of achievingdemanding service levels, driving efficiency within the business.

Insurance Case Study: Are You Covered? How to Guarantee PremiumCustomer EngagementMartin Taylor, Deputy CEO, Content Guru

Join Content Guru’s co-founder, Martin Taylor, to discover how a large international insurance organisationboosted agent efficiency and streamlined customer engagement, using one of the world’s premier contactcentre platforms, storm®. Financial organisations face innumerable customer engagement challenges.Increasingly, consumers expect to communicate with and make payments to companies through any channel, atany time. In turn, organisations accumulate vast amounts of data to improve customer knowledge andpersonalisation. This has resulted in enormous customer engagement advancement, as financial organisationsreplace their disparate, premise-based systems with omni-channel cloud communications solutions offeringintegration to WFO and CRM systems, as well as payment service providers.

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CHAIR’S INTRODUCTION:Nick Brice, Team Brighton Lead, AMEX Community Stadium

Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of theCustomer and Voice of the Employee-based development across all customer touchpoints. He is ‘Team Brighton Lead’ forthe American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customerexperience, team culture and record revenue increases. His programme won the first ever triple-gold National TrainingJournal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, hishome club. He has helped lead a wide array of major blue-chip customer experience, culture change and transformationprogrammes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme forfinancial services, helping American Express achieve significant increases in profits through enhanced customer experiences.He also runs a multi-award winning theatre production company. A Professional Member of the Professional Speakers’Association and a Speaker and Masterclass Facilitator with the Academy of Chief Executives.

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Martin Taylor is Deputy CEO of multi-channel cloud communications provider Content Guru. A forerunner ofcommunications technology since his early twenties, when he co-founded Content Guru’s sister company, RedwoodTechnologies, Martin’s role now centres on strategic market development and analysing the future of digital engagement.Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socio-economicthink-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures onstrategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitableactivities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

Stuck In The MudClaire Sporton, SVP CX Innovation, Confirmit

Moving forward requires the right approach. If you have a lovely smooth road ahead of you, hop on your racingbike and get moving. If you’ve got a more challenging route to face, you need the right tools for the job – or youface getting stuck in the mud. What does this have to do with Customer Experience in B2B, you ask? More thanyou think. The sheer complexity of the many-to-many relationships in B2B means that many CX programmesrisk getting bogged down before they even get started. Operational silos, tangled customer journeys and thechallenges in proving ROI only exacerbate the issues. In this presentation, Claire Sporton, SVP CX Innovation atConfirmit will discuss how to break down B2B complexity, define a CX programme that will help identify at-riskaccounts, and inspire every member of your team to make smarter decisions and take faster actions that willbenefit the entire business portfolio.

Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Servicessector, and more recently supported a wide range of organisations in the development and implementation of programmesthat not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is toensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos andempowering individuals across the organisation to do the right thing for both their customers and the business as a whole.

TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART ONE

Fuelling Customer Experience: How Shell Puts Customers at the Centreof Everything They DoMark Harrison, Ex-General Manager of Customer Excellence, Shell

Imagine a business that serves 25 million consumers every day and 500k B2B customers and channel partners.A business that has the world’s largest retail network across 50+ countries. A business that wasn’t regarded asbeing customer centric. For 5 years (through Nov/17), Mark Harrison led Customer Experience for Shell, havingglobal accountability for the CX capabilities, technology, data and processes across the entire organisation.Mark will share how Shell’s CX transformation focussed on 1) Developing a clear, compelling and focused vision+ strategy, 2) Listening to the voice of the customer, 3) Better CX governance that cut across the business lines,4) Prioritising across customer, operational and financial KPI, 5) Embedding customer centric design, and 6)Driving a Customer 1st culture. A transformation that delivered over 500m$ for Shell, moved NPS from 20 to60+ and Employee Engagement to 90+%. Mark will share his unique insights into how this was achieved withpractical examples and take-aways.

Proven ability in global business to deliver Change leadership, Customer experience, Leading diverse communities,Integrated customer operations, Value delivery and Agile technology. Keen endurance athlete undertaking a variety of longdistance triathlon/ running/ cycling events for charity.

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Support software that walks the walk.The best customer experiences are built with Zendesk.

Best Practice: Customer Experience, Digital Transformation& Calculating ROIMark Grainger, VP Sales Europe, Engage Hub

We’ve all heard the saying digital or die. Headlines serve as a constant reminder that technologies andconsumers are evolving at an unprecedented rate, emphasising the sheer importance of keeping up in an ever-changing, competitive environment. But when it comes to your business, how would you approach digitisingyour offering? With squeezed budgets and resources, digital transformation is never as straight forward as itseems. Yet, when undertaken successfully, companies can reap the rewards such as an enhanced customerexperience and therefore an increased ROI. During this presentation, Mark Grainger will discuss how he’scollaborated with one of the world’s leading organisations as they embark on digitising departments byimplementing the latest and most innovative technologies, as well as engaging the c-suite to manage buy-in.Throughout, he will look at the results they’ve seen so far and the key takeaways for others who hope to forgetheir path to digital transformation.

Mark Grainger is Vice President of sales in Europe at Engage Hub, the global technology provider of mobile, data-drivencustomer engagement solutions. He has a successful career in the marketing services industry, having held key decision-making roles within marketing agencies for over 12 years. As such, he is a highly qualified marketer with a particular focus ondigital marketing and customer relationship management solutions. At Engage Hub, he works with some of the world’s largestand most innovative companies such as Bank of Ireland, MBNA, KBC, and the AA, to deliver effective solutions that enablebusinesses to strengthen customer engagement and operational efficiency. With an academic background in both technologyand management studies, Mark has a wealth of knowledge on the technical details involved in digital transformation and,more specifically, providing mobile, data-driven customer engagement solutions to customers across retail, telecoms andfinancial sectors. This wisdom, coupled with his in-depth understanding around the requirements of client brands andproviding engaging customer experiences, expertly positions him to deliver on expectations and produce positive results.

Tails.com Case Study: How we Turned Customer Support Into Part ofOur ProductOrinta Gaucyte, Customer Experience Manager, tails.com

Back in 2014 we set on an exciting mission to improve the lives of dogs and their owners, and our CustomerExperience team has always been at the heart of it all. We built it as an extension of tails.com digital and physicalproduct that has three main functions: support, research and improve. Our strength lies in non-traditional waysof working with the rest of the business, fresh team structure and freedom to make things happen. We helplaunching new features, own a strong feedback loop and are loved by our customers. I’ll share my experienceand tips in building an empowered team that is a true driving force in shaping your product and customerexperience.

With 10 years experience in customer focused roles, from large corporate teams to early stage startups, Orinta has beenleading the Customer Experience Team at tails.com since its launch in 2014. Tails.com is on a mission to change the worldof pet food for good by providing dogs across the country with food individually tailored to their unique nutritional needs.Part of Future Fifty, they have a long list of awards in their arsenal, including:

Silver for Team of the Year and Customer-Centric business at CXA. Customer Experience Team at tails.com is part of theirunique product offering and at the very heart of the business.

Orinta has built the team from two people to an empowered part of the business with 20 Customer Experience Specialistscoming from all walks of life. Their strengths lie in non-traditional ways of working with the rest of the business, fresh teamstructure and freedom to make things happen. Team help launching new features, own a strong feedback loop and are lovedby their customers (reviews here).

Orinta’s set to offer a truly personalised service with a human touch and do it at scale. In 2018, she’ll be driving even moregrowth and focusing on effective service with automations and expert knowledge in dog nutrition.

Lunch and Networking

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CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL AND LOGISTICS

Do You Really Know That You’re Giving Customers What They Need?John Upton, Former Managing Director, LEON

In this age of big data, blockchain and other innovations, surely it’s never been easier to listen to customers, givethem what they need and grow your business….? Not necessarily so, it would seem… A variety of factors areincreasingly getting in the way including limited resources, lack of tech know-how and a widespread over-reliance on headline metrics. And it’s not just access to resources and big data that get in the way of customersgetting a better experience…. Many companies rely on their own approaches to deliver their customerexperience. In a global marketplace, this creates a highly fragmented and diverse experience for customers.

Some companies get it right time after time – think Disney and John Lewis. But thousands of companies don’tget it right, and that causes millions of customers to vote with their feet (or mouse) and go elsewhere with theirtrade. And that’s bad for business. In John’s session, building on his time with McDonald’s, LEON and mostrecently working with smart tech teams, he’ll explore how the fusion of Artificial Intelligence, CX nowse andlearnings from Harvard, can make a real difference to both customers and business performance. And that’sgood for customers, and good for business.

With extensive experience of multi-site consumer-facing retail, franchise and commercial activities, John was part of thesenior leadership team at LEON, the fast growing naturally fast food chain. In his role, John divided his time betweenrestaurants and looking for ways for LEON to accelerate its mission – to make it easier for everybody to eat and live well.Over the past 12 months, John led significant growth in LEON’s reach and scale through opening up new channels likedelivery and entering into new UK & international partnerships.

Before LEON, John enjoyed a broad-ranging career spanning the past 20 years, starting out professional life as an M&Alawyer in the late 1990s. Having joined McDonald’s UK in 2002 as an in-house counsel, John decided to change his careerpath completely so that he could get closer to customers and the restaurant teams. He began a new life in operations as acrew member in a London Drive Thru and then moved through a variety of operational, franchise and senior leadershiproles. These roles included managing a region of company-owned restaurants which included P&L accountability for£100m annual sales and 3,000 crew & managers. In his last role at McDonald’s, as a Senior Director, John led thedevelopment and implementation of the major people change programme (for 100,000 employees) to support the role outof the new Experience of the Future restaurants across the UK. John is a passionate developer of people and stronglybelieves in the value that humility, training and positive role modelling can make to an organisation. John’s first ever job, inhis school holidays, was a gardener and grave digger.

Customer Experience Transformation on a Truly Global ScaleArkin Salih, Consulting Director, NKD

Like many industries today, the global freight forwarding marketplace has been impacted by the continualerosion of margins due to customers increased expectations and their access to new market entrants able todeliver traditional products and services at reduced prices.

Faced with this threat to their future, DHL Global Forwarding (DGF) embarked on a journey of radical servicetransformation spanning 150 countries and 850 branches. In this case study, NKD describe the journey theysupported DGF along and detail some of the specific ingredients they applied to make the transformation anongoing reality.

Arkin is a Consulting Director at NKD. He has 20 years of experience working in retail, hospitality and talent development.During his time at NKD he has helped transform the customer experience for brands such as Tesco, DHL Global FreightForwarding and The Accor Hotel Group. He was previously Head of Learning & Development at Harvey Nichols group, andLearning & Development Manager at Harrods, where he was responsible for sales and service training and developed theU.K.’s first BA (Hons.) Degree in Sales exclusively for the luxury retailer.

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Oliver Bonas Case Study: Cool Head, Warm HeartSarah Davies, Customer Service Manager, Oliver Bonas

I’ll be very focused on how we approach customer service, looking at how we maintain the human element,treating each customer as unique and how we assess that and carry that through every interaction. I’ll touch onour reply times and how we manage these at busy times and peaks. I’ll look at how we keep the team motivatedand encourage proactivity. And finish with a little about where we see the team moving to in the next few years.

As Customer Service Manager for Oliver Bonas, I have led the Customer Service team through exciting changes and rapidgrowth in the last couple of years. Before joining Oliver Bonas, I led teams providing great service in a variety of industriesacross private, government and charity sectors. I never stop asking questions of myself, the industry, suppliers and the teams Iwork with in every situation, which helps us to keep evolving to fix the problems and answer the questions we receive every day.

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

Linguistic Modelling – A Universally Applicable Tool to ImproveEngagementToby Poulsom, ex Digitalisation Manager, Hager

Experienced sales and marketing professionals will offer valuable insights into influencing customers and newtechnologies are clearly changing the way we communicate. But if you want to engage customers – to hold theirattention as their lives get busier and busier – only one person can really reveal how and that’s the customerthemselves. In this presentation, Toby will demonstrate (with audience participation) how, using simplelinguistic models, you can elegantly – and even covertly – elicit the what and the how of effectivecommunication with your customers. The information gathered gives you a platform to structurecommunications that better fit your customer segments. He will offer numerous examples of how linguisticmodeling has been used to quickly fix engagement performance issues.

Linguistic modeling won’t replace what you’re already doing – but it can refine your communication process anddefinitely complements existing and emerging technologies. Language is a universal tool, so simple linguisticmodels can be implemented conversationally by anyone.

Toby started his career as a scientist but it wasn’t long before his passion for people (and the promise of a better salary)pulled him into the more engaging world of sales. He quickly established himself as a consistent top biller before starting hisown consultancy and using the freedom that offered to diversify his skill set into the realm of linguistic and behaviouralanalysis. Over the last 12 years Toby has coached, trained and consulted for a diverse range of blue chip, SME and start-uporganisations. His focus is on using the correlations between language, thinking and behaviour to develop very simplemodels business leaders can immediately use to enhance team performance and leverage superior engagement withcustomers.

HALL 2

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HALL 2

14:40-15:00

15:00-15:20

Becoming Customer Centric With Digital SolutionsRoss Lane, Head of Digital Contact Centre Solution & Depesh Nathwani, Director of DigitalServices & Business Development, DOTS

In an age where a plethora of digital technologies are transforming the world around us, it’s easy to get sweptaway with all the hype and buzzwords. But despite all these exciting developments, the core business challengeremains the same – how can you better serve your customers’ needs with a great brand experience, in a quickerand more quantifiable way?

“Pesh” and Ross will challenge some of the biggest misconceptions out there and provide thought-provokinginsight into how best to channel the right solutions for your customers.

A highly experienced manager with a successful track record of working in digital solutions, deployments, transformationand digital optimisation strategy. I have a proven work history of working within new projects and initiatives as anoperational lead, in a client services role or as a contributor to the business development opportunities. I enjoy working in afast paced environment and utilising my analytical, strategic and interpersonal skills to effect the growth and success of thebusiness and individuals involved. My communication skills are excellent in all forms and I am able to interact, and influenceon all levels with internal and external stakeholders.

A self- motivated, results driven individual with a track record in Sales, Operational, Project and Service managementexperience across a global environment. ITIL v3 accredited with proven project and service delivery of on shore and off-shore projects, on time and against budget. Possessing a high standard of written and oral communication, numerate anddetail conscious with the ability to analyse and draw conclusion from a variety of numerical/ business data. Capable ofusing own initiative whilst working alone or as part of a team and also whilst managing others. Good strategic appreciationand vision with a logical and methodical approach to achieving objectives. Self-sufficient with a get up and go attitude,always seeking to learn and grow. With good time management, works well under pressure and to tight deadlines and hasthe ability to influence & motivate others. Confident and assertive with excellent interpersonal skills and a strongbackground in relationship building. Adaptable and enthusiastic with a strong focus on customer service.

How to Get Your Whole Organisation Behind Delivering GreatExperiencesRichard Spencer, Director, Promoderation

A great experience is so much more than a supporter care programme, a newsletter, or a supporter journey. It’sabout the entirety of every interaction a supporter has with a charity. And, crucially, it’s about how this makesyour supporters feel about you. Richard will present the findings of research from the commercial and charitysectors about what makes a great experience and examples of how charities are putting these lessons into placeto inspire their supporters. They will also show that creating great experiences starts with having the right goalsand setting the right KPIs before sharing the results of a major new research project that measured theexperience across many UK charities.

Richard Spencer has been the Director of Promoderation for nearly 4 years. Our role at Promoderation is to helpopen-minded and progressive organisations ‘do more, with less’ by transforming their approach and putting thesupporter at the heart – as opposed to focusing solely on the money or the management. Charities, public sectorand social enterprises must deliver more impact and public benefit with fewer resources and increasing demand.Under these conditions, the familiarity and security of reporting tangible financial outcomes to managers is aseductive and reassuring habit. This really must change. We have 20 years of experience developing and deliveringpractical approaches and techniques to make the shift and put the supporter at the heart.

Coffee and Networking16:00-16:30

15:40-16:00

15:20-15:40

CONFERENCEPROGRAMME HALL 2

HALL

2

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CONFERENCEPROGRAMME

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HALL 2HALL 2

TECHNOLOGY AND CUSTOMER ENGAGEMENT - PART TWO

News UK Case Study: How we use Customer Behaviour & Data Science inMarketing to Increase Retention to Record RatesPeter Evia-Rhodes, Head of Engagement, Operations and Retention, News UK

With 90% of the world’s data coming in the last 2 years, the challenge is how to make sense of it & use iteffectively. Over recent years, we at The Times & The Sunday Times, aided by data science and machinelearning, have revolutionised our customer engagement. Building an award winning lifecycle which operates atan individual level for over 450,000 subscribers. Pete will share the changes his organisation has made, theirimpact, and lessons learnt along the way.

I pride myself on bringing together a customer centric approach, with a rounded skill set and strong stakeholdermanagement to deliver innovative solutions. I am an Accredited Six Sigma Green Belt, a competent Spanish speaker and aLondon Business Angel, support several start ups & high potential young professionals.

Stop Thinking Channels and Start Thinking JourneysWil Lynch, VP Business Value Consultancy, Thunderhead

Customers don’t think in channels, businesses do. Yet many continue to focus on optimising specific channels,falling short of expectations because they focus on the needs of the brand, not the needs of the customer. Onlyby thinking beyond channels and using actionable journey insight can you start to truly engage with yourcustomers and build stronger customer relationships that last a lifetime. Join Thunderhead as we uncover whycurrent approaches are falling short and explore the concept of intent-driven customer journeys with someexamples of how a few forward-thinking brands have figured it out.

Wil Lynch is VP, Business Value Consulting at Thunderhead where he leads the team responsible for client strategy, supportand service. With over 15 years of online experience, he has led international marketing teams charged with drivingcustomer acquisition and retention and headed product development teams focused on customer centric experiences. Wilengages closely with brands across many verticals helping them digitally transform their businesses to achieve greatercustomer acquisition, satisfaction and retention though the power of customer engagement.

Whirlpool Case Study: The Role of CX in a Traditional ManufacturingIndustryLiam Page, Head of Marketing (Service), Whirlpool

As a traditional appliance manufacturer, Whirlpool’s initial customer experience efforts have focused on thefinished product and supporting distributors (retailers) with good content and a consistent brand experience in-store, whilst the value in aftermarket offering had largely been overlooked. A recent 18 month CX improvementprogramme at Whirlpool’s Consumer Service division has demonstrated real business and customer value, withresults exceeding expectations. The primary objective wasn’t to differentiate ourselves from the competition (atthis stage), but to drive operational efficiency in order to provide a better service, improve CSAT/NPS and buildloyalty (retention) as a driver of commercial value.

Entrepreneurial and customer focussed leader with over 15 years experience in digital, ecommerce, business development,digital strategy & customer experience. Commercially minded with proven ability to drive growth across venture backedstartups, SMEs and large organisations – brands include BT, Waitrose, Electrolux and Hotpoint. Effective leadership skillsand a track record of setting digital strategy and direction; finding solutions to drive marketing, CRM, self-service, brand andcommercial goals. Full marketing budget responsibility, conducting analysis to measure online activities and return on investment.

Drinks and Networking Party

17:10-17:30

17:30

16:30-16:50

16:50-17:10

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Earlier this year, Google CEO Sundar Pichai stated that “AI is one of the most important things humanity is working on.” Today,Content Guru continues the discussion, seeking to answer one of the most contentious questions in the contact centre industry:How will Artificial Intelligence (AI) shape the future of customer service? Delegates will explore a range of topics, from AI in thepopular imagination, through to the rise in chatbots and workforce implications. For more information, please speak to a memberof the Content Guru team on stand 17.

Artificial Intelligence Powered Chatbots:The Future Of Customer Service

Chris Barbour, Business Development Manager, Content GuruChris Barbour is a Business Development Manager at Content Guru, a world-leading provider of cloudcommunications services. Responsible for managing the accounts of several global organisations, Chris isinvested in driving growth across Asia-Pac and the US. With a background in Geology and a Master’s inReservoir Engineering from the University of Aberdeen, Chris is now an expert in customer lifecyclemanagement, facilitating mission-critical customer services for blue-chip organisations. His passion is

founded upon the impact of disruptive technologies such as AI and the IoT on the evolution of the contactcentre industry.

SESSION TIME: 14.00 – 15.00

When you look at organisational strategy today, all we hear about is getting technology to do the work – AI, Big Data, all of thosebrilliant things that in the future are going to help with channel shift and personalisation. But we need to be wary of leaving behindthe people element. We are always going to require people to deliver customer service. In the new world, every touch point acustomer has with an organisation, across whatever channel, is an opportunity to add value and to do good for the customer. It’shaving the right people with the right skills and mindsets. Today it’s about answering problems across a huge range of differentchannels. Wind forward to tomorrow and we’re coming to terms with the fact that the workforce is evolving (it’s not just millennials)and the human beings we are dealing with are very complex!

People Power

Sally Earnshaw, Managing Director, Blue Sky Performance ImprovementWith a 20 year track record working in senior positions, Sally has developed and executed sales and servicetransformation programmes in a wide range of operational environments. This lends a depth ofunderstanding to all sorts of client situations with resultant gravitas to the messages she shares. She hasrecently published her first book. Crack the Code: Upgrade Your Customer Experience, One Conversation at

a Time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edgeresearch in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the

super-smart few.

POWERED BY:

POWERED BY:

BOOKYOUR PLACE:

If you haven’t alreadybooked your place, please

contact an EBM member of staff orarrive in plenty of time before thesession starts. All places are on a

first come first served basis and weadvise you to book early as

places are very limited.

37

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JOIN IN ON THEDISCUSSION!

FOCUSGROUPS

Want to be no. 1 for customer experience? We’d love to help.

Give us a call on 01483 739400 Email us at [email protected]

www.blue-sky.co.uk

Multi award winners in customer experience

We offer a radically common sense approach to people development. Based on the latest

There are four things we would like you to know about us...

behaviourWe make

results...and we

win awards

Gagandeep Gadri, Vice President and Head of Capgemini Consulting’s UK Customer Experience andAnalytics practice, discusses the findings of its global research report ‘Loyalty deciphered – how emotionsdrive customer engagement’, exploring what loyalty means today, how emotions drive loyalty and whatorganisations can do to build closer emotional connections with customers

What does loyalty even mean?In a personal life you probably think friends, families, communities and loved ones? Do you think thesame when you think of loyalty in the lens of an organisation? Or does loyalty in the context oforganisation mean programme, scheme, cards and points? One feels like it is centred around peopleand the other one doesn’t.

Current loyalty approaches are brokenBrands spend billions on loyalty programmes but fail to increase customer engagement; indeed, ourprevious research showed that 90% of consumers have a negative perception of loyalty programmes.In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter ofconsumers (28%) abandon loyalty schemes without redeeming any points.

Many of today’s loyalty programmes attempt to buy consumer loyalty through monetary rewards. Theconsumer might receive discounts or vouchers, and in return, organisations expect them to spend moreor give up their data. Many organisations run these sorts of programmes and achieve what looks likeloyalty, at least on the surface.

What does loyalty even mean?In a personal life you probably think friends, families, communities and loved ones? Do you think thesame when you think of loyalty in the lens of an organisation? Or does loyalty in the context oforganisation mean programme, scheme, cards and points? One feels like it is centred around peopleand the other one doesn’t.

Current loyalty approaches are brokenBrands spend billions on loyalty programmes but fail to increase customer engagement; indeed, ourprevious research showed that 90% of consumers have a negative perception of loyalty programmes.In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter ofconsumers (28%) abandon loyalty schemes without redeeming any points.

Many of today’s loyalty programmes attempt to buy consumer loyalty through monetary rewards. Theconsumer might receive discounts or vouchers, and in return, organisations expect them to spend moreor give up their data. Many organisations run these sorts of programmes and achieve what looks likeloyalty, at least on the surface.

But what does it really mean for a consumer to be loyal to a brand?To uncover the true drivers of loyalty, we undertook a worldwide, cross sector research programme. Webroadened our perspective – exploring beyond the mechanical and rational drivers associated withconventional loyalty programmes. We explored loyalty from an emotional perspective to identify thedrivers that brands can harness to build meaningful loyalty with consumers.

We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field.We found that emotions play a far greater role in creating true loyalty than current approachesrecognise. In the resulting ‘Loyalty Deciphered’ report and in this article, we:

1. Explore how emotions are the main driver of loyalty2. Understand who emotionally engaged consumers are and what motivates them3. Assess the size of the prize for organisations with emotionally engaged consumers4. Recommend strategies for how organisations can make better emotional connections with consumers

Loyalty deciphered– HOW EMOTIONS DRIVE CUSTOMER ENGAGEMENT

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FEATURE

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Honesty and trust have the greatest influenceon loyaltyOur research also reveals the specific emotions that have the most impact, bytesting the correlation between emotions and loyalty. Honesty, trust, andintegrity are the top three emotions. Surprise does not appear to be asinfluential on loyalty as the other emotions. Despite this, surprise is often thego-to emotion brands seek to evoke when trying to build a more loyalrelationship and certainly it can be a successful tool in the right circumstance.Our findings suggest that “surprise-and-delight” loyalty initiatives only havelong-term influence on a small segment of consumers. In fact, consumers whoprioritise “surprise” over all other emotions are more likely to be in the 53–71age group, male, single, and live in urban locations. Straightforward, simple,honest, predictable loyalty initiatives appeal to a broader audience—withhonesty, trust, and integrity being the major emotions influencing loyalty formost demographic segments.

Who are emotionally engaged consumers andwhat motivates them?From our research, we identified a subset of consumers with high emotionalengagement, as well as a subset of consumers with low emotionalengagement to assess differences between the two groups. By understandingwho emotionally engaged consumers are – and what they need – brands canbetter tailor their experiences. We found that emotionally engagedconsumers are present across sectors. For example, 51% of consumers infinancial services and 46% of consumers in retail can be described asemotionally engaged.

Our research also shows that emotionally engaged consumers:

• Expect two-way interaction• Have higher expectations for brands• Seek real-time and varied interaction opportunities• Want differentiated shopping experiences• Associate specific emotions with brand interactions

City dwellers and millennials lead the rise of theemotionally engaged The report identified a new sub-set of consumers, those with a high emotionalconnection to the brands they use or visit frequently. Females and males areequally represented in this group, but millennials (58%, aged 18-36) andconsumers in urban locations (53%) comprise the largest proportion. Fromthe countries surveyed, Italy (65%) and Brazil (57%) comprise of the mosthighly emotionally engaged consumers, followed by US (56%) and Spain(51%).

Emotionally engaged consumers expect two-way interactionThe majority of emotionally engaged consumers (86%) expect a brand toshow how it is loyal to them, regardless of participation in a “formal” loyaltyprogramme. This expectation drops, but remains significant at 54%, even inconsumers with lower levels of emotional engagement. The clear messagehere is that consumers expect loyalty to be more than just a programme.

Percentage of consumers who agreewith the following statement

Percentage of consumers with highemotional engagement by country

Percentage of consumers with highemotional engagement by age

Italy comprises the largest proportion of

consumers with high emotional engagement

Millennials comprises the largest proportion

of consumers with high emotional engagement

I expect a brand to reciprocate loyalty regardless ofmy participation in its loyalty programme

Consumers with high emotional engagement

Consumers with low emotional engagement

Italy

65%

58% 57%

40%46%

41%

57% 56%51%

47% 46% 44%40%

33%

18-21 22.36 37-52 53-71 72+

Brazil USA Spain Germany Nether-lands

UK France Sweden

86% 54%

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Emotionally engaged consumers seek real-time and varied interaction opportunitiesEmotionally connected consumers expect a level of communicationcommensurate with the expectations they would have for a personalrelationship—real-time access and flexibility. We found that nine in tenemotionally engaged consumers want real-time responses and speedyresolution compared to 65% of the less engaged. In addition, 83% ofemotionally engaged consumers want multiple ways to interact with brandscompared to 36% of the less engaged. And if they have a favourableinteraction, there are positive results. We found that 83% of emotionallyengaged consumers said their loyalty will increase following a positiveinteraction with aftersales support.

Emotionally engaged consumers spend moreSeventy percent of emotionally engaged consumers say they spend up to twotimes or more on brands they are loyal to. In contrast, slightly less than half(49%) of consumers with low emotional engagement say the same. This datasuggests that cultivating emotional connections with consumers could resultin a significant lift in basket or transaction size. Augmenting loyalty initiativeswith tactics that foster emotional connection to the brand (both within andbeyond the loyalty programme itself) will generate additional lift and/or helpretain the most valuable consumers.

The road ahead - how can organisations makebetter emotional connections with consumers?As this research demonstrates, consumers’ emotions play a critical role indetermining which brands they are loyal to. As Colin Shaw, recognised byLinkedIn as one of the top 150 business influencers and an expert oncustomer experience, says:

Organisations need a balanced approach of rational and emotional factors todrive customer engagement and loyalty with the emotionally engaged and towin the hearts and minds of the less engaged.

At Capgemini we have developed a methodology called Origamo – ProgressiveHuman Loyalty. It starts with defining customer strategies and propositionsensuring the rational drivers – price, offer, time, location and service align tothe overall brand strategy and to customers holistic needs and wants.

That is then overlaid with the emotional drivers – we call these the 4Rs, thekey value drivers from the research:1. Respect: Do what you say you will do to promote honesty, trust,

and integrity 2. Recognition: Make the effort to truly know your consumers and

understand what they care about to create meaningful experiencesfor them

3. Reciprocate: Build a two-way relationship 4. Reward: Provide timely, meaningful rewards that promote long-term

relationships in exchange for loyalty

The linking of rational and emotional drivers allows for engaging experiencesacross the journey by connecting the insights and becoming more relevantwith each interaction. Building the capability which allows you to interactwith your customers as individuals regardless of who they are and what theywant, maturing to predicting what they will need before even they do, will setyour organisation up for success.

Conclusion

As competition continues to increase and choiceproliferates, brands need to ensure they know theirconsumers at a more “human level” in order to fosterlasting connections. They need to create a contextualview of the consumer and their journeys with theirbrand to understand their evolving needs and desires.Brands must then design and execute compelling andengaging experiences that matter, where loyalty is thestrategic outcome. Doing this will help brands to shifta significant portion of their consumer base fromhaving a transactional relationship to one wheremeaningful experiences ultimately drive emotionalengagement and secure sustainable long-term loyalty.

“Most organisations think customers are rational and only make adecision based on product, but actually there is much more at play.The emotional side absolutely has greater influence on loyalty thanthe rational side. Only in recent years are organisations starting torecognise this. However, too many are still stuck in the past.”

Percentage of consumers who spend up to twotimes or more on brands they are loyal to

Percentage of consumers who agree with thefollowing statements

Consumers with highemotional engagement

Consumers with lowemotional engagement

I want real-time responsesand speedy resolutions

I want multiple ways tointeract with the brand to

fulfill my requirements

I expect a differentiatedshopping experience

compared to someone whois not loyal when contacting

customer service

70% 49%

90%

65%

83%79%

36%46%

FEATURE

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CUSTOMERENGAGEMENTSUMMIT 2018MON 12 & TUE 13 NOVEMBER 2018WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOSTMOMENTUM AND IWAS TRULY INSPIRED– I’LL DEFINITELY BEBACK NEXT YEAR”CX DIRECTOR, MARKS & SPENCER

CustomerEngagementSummit.com

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More than 1000 delegates – a new record – attended Engage Business Media’s sixthannual Customer Engagement Summit in 2017, now firmly established as Europe’spremier and most highly regarded customer and employee engagement conference.The event has grown once again, now taking place over 2 days on November 12 &13, 2018, and now in its seventh year – it’s definitely one for your diary!

Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is aleading business services company. We focus on customer engagement andimproving business outcomes for over 450 global clients across many continents.Our 100,000+ staff deliver technology-infused, omni-channel customer experiencemanagement, marketing optimization, digital, consulting, analytics and back officesolutions in 40+ languages from 125+ delivery centers. We serve automotive;banking and financial services; insurance; healthcare; technology; consumerelectronics; media and communications; retail and e-commerce; travel andtransportation; and energy and public sector clients.

Contact: Tarun AroraE: [email protected]: www.concentrix.com

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

Confirmit’s customer engagement model provides the power to listen to the Voice ofthe Customer, integrate it with financial, operational and free-form text data togenerate powerful insight, and take action that will deliver effective business changeand create competitive advantage.

Contact:T: +44 (0)20 3053 9333W: www.confirmit.com

Content Guru is a leading cloud contact centre and customer engagement provideroperating across Europe, Asia-Pac and the US. The company’s multi-award-winningcustomer engagement platform, storm®, is used by hundreds of organisations, fromfinance through travel to utilities, customers including G4S and Serco. stormcombines unrivalled scalability, fully-blended, omni-channel contact processing(including SMS, web chat and social media) with integration to hundreds of third-party platforms. Customers can engage at any time, from any place and on anychannel, with a consistent experience. storm’s modular architecture enablesorganisations to ‘unlock’ new capabilities, supporting phased migration to the cloudand evergreen technology.

Contact: Henry Finbow, Business Development ManagerT: 01344 852 350E: [email protected]: www.contentguru.com

SPONSORS

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PLATINUM

SPONSORS

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PLATINUM

We believe that employee engagement is as vital to company performance asexternal customer engagement.

Over the last 12 years our solutions have impacted the performance of close to 1million people across 220 countries.

We specialise in helping you identify and solve your unique people challenges. Oursuccess is built on delivering practical and engaging people solutions that make adifference to the bottom line. Our solutions work because they are grounded inrigorous science using proven methodologies. Vitally, we wrap them up with anengaging communications story that inspires behaviour change and ensures theresults we deliver really stick.

Contact: Nab Kalsi, Business Development DirectorT: +44 (0) 203 4700 230M: +44 (0) 7768 045 609E: [email protected]: www.nkd.co.uk

We believe there is a more innovative way for people to find good help. Transversal isthe pioneer in cognitive knowledge solutions and we are changing the way businessesconnect people with knowledge. Our passion is to transform the way people find,consume and share what they know.

Transversal’s products connect people with the knowledge they need to make adifference with their customers, across every channel and through every interaction.Empowering the customer journey with knowledge ensures you are delivering thoseexceptional experiences and unforgettable customer service that make you stand outfrom the crowd.

Contact:T: +44 1223 488700W: www.transversal.com

Engage Hub’s mission is to ensure businesses treat customers as individuals. Itsadvanced cross-channel customer engagement platform enables organisations toharness insights previously hidden in data stored across disparate legacy systems,empowering the world’s leading companies to deliver intelligently targeted,interactive digital experiences to their customer base.

Contact: W: www.theengagehub.com

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The best customer experiences are built with Zendesk. Zendesk’s powerful andflexible customer service and engagement platform scales to meet the needs of anybusiness, from startups and small businesses to growth companies and enterprises.Zendesk serves businesses across a multitude of industries, with more than 125,000paid customer accounts offering service and support in more than 30 languages.Headquartered in San Francisco, Zendesk operates worldwide with 15 offices inNorth America, Europe, Asia, Australia, and South America.

Contact:W: www.zendesk.co.uk/suite/

Thunderhead is transforming customer engagement – empowering brands tounderstand each customer’s TRUE INTENT and continuously orchestrateindividualised journeys for millions of customers across billions of touchpoints,seamlessly and in real time, driving topline growth, reducing cost-to-serve, andoptimizing customer lifetime value.

Our ONE Engagement Hub is an intelligent cloud-based customer engagement layerthat works with, and across, your existing systems. ONE enables brands tounderstand, visualise, and optimise the customer journey in real time. It listens to acustomer’s activity across all channels and touchpoints, building a view of what theylook for: discovering interest, context and behaviour as they browse. Helping youunderstand each customer’s true intent and orchestrate individual journeys for everycustomer, across every touchpoint in real-time.

Contact: Catherine TysonE: [email protected]: www.thunderhead.com

Ultracomms is a leading provider of cloud based omni-channel customer contactmanagement solutions and PCI DSS level 1 certified secure card payment technology.Our innovative omni-channel platform enables clients to drive contact centre performanceby improving customer experience and productivity, reducing costs, and simplifyingcompliance processes. Simple to integrate with any telephony infrastructure, software orCRM system, our flexible, scalable and secure cloud platform provides a complete contactcentre solution. Ultracomms’ PaySure portfolio of PCI DSS level 1 certified secure paymenthandling solutions enable organisations take card payments over the phone, removing anyrisk of card data fraud while ensuring a completely seamless experience for customers.

PaySure can be simply integrated with existing contact centre infrastructure and is soflexible it can be deployed in a variety of ways, either through Ultracomms’ secure cloud,hosted within the telephone network, through Skype for Business, or installed locally on aclient’s own premises. This means that PaySure provides complete security for businesses ofany size, removing the risk of card fraud for customers, and the potential impact of card databreaches for the organisation. Ultracomms will be partnering with client and digital contactcentre DOTS (a new division of the MBA Group) at the Customer EngagementTransformation Conference. DOTS will be talking about how they help clients move theircustomer contact seamlessly across digital channels to maximise business efficiency in apresentation, “Becoming Customer Centric with Digital Solutions” at 1520-1540 in Hall 2.

Contact:E: [email protected]: +44 (0) 207 965 0207W: www.ultracomms.com

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SPONSORS

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GOLDBlue Sky are experts in people change to deliver improved business outcomes.

Typically, you’ll engage with Blue Sky:

• If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales.

• If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition.

• If you’re looking to drive sales performance improvement

We create experiences that engage hearts and minds and that persuade, encourage, inspireand nudge people to want to behave differently in their role. We are hugely passionate aboutmeasuring successful outcomes as a result of a transformation and have rigidly tracked andmeasured the return on investment for every single client programme, so we can nowcategorically say, we will deliver an average ROI of around 300% plus.

Contact:T: 01483 739 400W: www.blue-sky.co.uk

Capita manages over 100m customer conversations every year for Clients like O2, Npower,John Lewis, FSCS and the BBC. Capita transforms customer engagement to deliver marketleading client satisfaction, increased product and services sales while simultaneously drivingdown operational costs. With over 40 years’ experience of customer management we areranked No1 in the UK and have received 17 awards in the last 4 years alone

Business TransformationWe provide a relentless focus to transform our client’s businesses and make them moresuccessful. We analyse, design and implement innovative digital technology solutions thatlook to optimise every part of your organisations. This can focus on a broad range ofobjectives from customer experience, operations, processes to technology, capabilities andpeople. But our team of specialists is not your typical consultancy practice, we workalongside you to solve your toughest problems and drive sustainable change. We’re not justthinkers, we’re doers, bridging the gap between creating a strategy and getting things done.

Contact: Moritz DingerT: 01483 739 400E: [email protected]: www.capita.com/transformation

SPONSORS

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BRONZEBosch Service Solutions is a leading global supplier of Business ProcessOutsourcing for complex business processes and services. Using the latesttechnology and the Internet of Things, the business unit develops integrated andinnovative service solutions in the areas of Customer Experience, Mobility andMonitoring. Our 8,600 associates across 27 locations deliver high qualitycustomer services and with each interaction, they create a positive brandexperience for your customers.

Contact: Jackie ChapmanT: 01512 373 200W: www.boschservicesolutions.com

CX Company automates the customer experience for the enterprise. Itssolutions help clients reduce service costs, increase self-service and boostcustomer satisfaction by leveraging chatbots, virtual assistants and in-appengagement. DigitalCX, CX Company’s customer experience platform, enablescompanies to manage Q&A, automate conversations, and proactively engagecustomers across all your digital channels and touchpoints. The platform caneasily be integrated with your CRM and other third party applications likeFacebook Messenger. This enables you to make every customer interactionpersonal and relevant. CX Company combines AI with easy to design businessrules that help create value for both your business and your customers.

With DigitalCX, CX Company has over 10 years of experience in helping majorcorporations all over Europe with their digital customer experience transformation.

Contact: T: +44 7770 888688 / +44 7776 395578W: www.cxcompany.com

Wizu is an AI chatbot for conversational surveys that increases response rates,improves customer experience and helps you gain more actionable insight.

We combine artificial intelligence with customer experience metrics such as NetPromoter Score, Customer Effort Score or CSAT, to analyse responses in realtime allowing you to route by sentiment, close the loop, and create trulypersonalized and engaging conversations.

Contact: Martin PowtonE: [email protected]: www.wizu.com

The only independent awards process for great customer service based purelyon customer compliments. We work with organisations across the world,helping them to engage with their customers in a positive way. We provide youwith the tools to make it easy for your customers to tell you when you havedelivered great service for them, and then to give positive recognition to theemployees in your organisation that are delivering that great service.

Instead of focusing on what employees do wrong, let your customers tell youwhat they are doing right. It is motivational, it is inspirational, and it willencourage your employees to deliver customer service to a consistently highstandard.

Contact: Derek WilliamsE: [email protected]: www.thewowawards.co.uk

Becoming Customer Centric with Digital SolutionsHall 2 15:20 - 15:40

Visit Stand 2for on the spot solutions

In an age where technology is constantly transforming the world around us, it’s easy to get swept away with all the hype and buzzwords. But despite all these exciting developments, the core business challenge remains the same – how can you better serve your customers’ needs with a great brand experience, in a

Ross and “Pesh” from DOTS will challenge some of the biggest perceptions out there and provide thought-provoking insight about how to channel the right solutions for your customers.

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INTERNAL COMMUNICATIONS CONFERENCETHURSDAY 20TH SEPTEMBER 2018

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EMPLOYEE ENGAGEMENTSUMMIT 2019FRIDAY 10TH MAY 2019

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TRANSFORMING CX IN A WORLD WHERE THE ONLY CONSTANT … · accredited case study driven conference...

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