06th July 2017

Customer Engagement Transformation Conference

Victoria Park Plaza, London
Register Sponsor

Introduction

Transforming to Survive in this Brave New Customer World

Our customers, their expectations, their journey, and the ways in which they interact with organisations have changed almost beyond recognition over the past few years and that pace of change is accelerating. Organisations must also transform if they are to thrive in this Brave New Customer World.

Following on from the success of our Customer Engagement Transformation Directors Forums over the last two years this Conference will help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement.

The need to innovate and transform our customer engagement strategies has never been more important or more urgent and delegates at this Conference will be shown through world class case studies the way forward so they can help deliver success through their own organisations.

What to expect

  • A focus on the new technologies including AI, VR and AR driving customer engagement transformation
  • The imperative to innovate through our customer engagement strategies
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • The importance of bringing our people with us and linking the voice of the colleague to the voice of the customer
  • A focus on the competitive advantage gained by organisations who transform and innovate
  • A look at what the future holds as the expectations of our customers and our people continue to evolve
  • A roster of world class case studies of innovative organisations getting their customer engagement transformation strategies right
REGISTER NOW FOR THE CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE

Topic Streams

Personalisation of the customer experience
Digital transformation, Security and Internet of Things
The cloud and our customers
The rise of customer service design
How mobile is transforming customer engagement
Robotics, AI, VR, AR and customer engagement
Marrying technology to customer engagement
Transformation – our people and our customers
Customer Engagement Transformation in Financial Services
Customer Engagement Transformation in Retail

Quick facts

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Speakers

Pauline Wilson

Virgin Holidays

Satarupa Banerjee

Direct Line Group

Derek Mitchell

Sky

Jon Nasta

Xercise4Less

Gerald Bruce-Roberts

Lloyds Banking Group

Harry Hugo

Goat Agency

Katy Minson

Alliance Healthcare

Rachel Haworth

Coventry Building Society

Gareth Turpin

O2

Samantha Jones

NHS England

Kim Ratcliffe

British Gas Hive
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Pauline Wilson

Operations Director

A collaborative leader with extensive leadership experience fostering strong team spirit and a proven track record of success. Over 20 years of operational and customer service experience in the travel industry. Building and developing high performing teams, I have an established reputation as a highly motivated and focused professional who is results orientated, disciplined and committed to providing an excellent customer experience and operational delivery at optimum cost.

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Satarupa Banerjee

Direct Marketing Manager

Satarupa heads up Direct Marketing team for all brands and products in Direct Line Group. Satarupa, a Cranfield MBA brings 15+ years of varied experience across consultancy, product management, change management and customer marketing.

With our once once-revolutionary ‘come direct’ proposition suddenly drowning in a sea of price-focused comparison websites, Direct Line needed to reposition itself within the insurance space – and fast. To do this, we planned to reframe our direct relationship with customers and deliver insurance as a value-driven product. Satarupa and her team has transformed the way targeted communications are being sent to our existing customers and prospect base utilising a multi-channel contact strategy. Satarupa has led the teams to change our approach to communications. The communications have been streamlined and focussed more on what customers want. For the first time we not only targeted our new business customers but delivered real value over price to our existing customers, highlighting new features and giving new propositions to customers mid-term, providing protection related content outside point of sales and renewals.

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Derek Mitchell

Senior Customer, Employee, and Operations Insight Leader

Derek leads the Learning Insights function for Sky and has responsibility for ensuring 17,000 Engineers and Contact Centre staff have the knowledge they need to make the customer experience, simply, awesome.

With 15 years experience of Analytics and Insight across Manufacturing, Financial services, and Media, he uses data to answer the questions that Operational stakeholders don’t always know to ask. How does the use of an emoticon in a webchat affect repeat contact rate?, and within a training environment, when does the positive effect of producing biscuits wear off (‘When is peak biscuit?’)

His current remit uses Predictive Modelling, Behavioral Economics, Data Science, and Population Testing to challenge the traditional measurement of employee learning experiences, following results through to customer impact, and is exploring how employee segmentation can be as powerful as customer segmentation.

His team are globally recognised and are evolving the existing Training Evaluation function from one of producing qualitative reports post training (‘Happy sheets’), to being a world class, proactive, Insights function with deep understanding of individual employee needs and delivery of the right resources, to the right people, at the right time, maximising ROI and improving customer experience.

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Jon Nasta

Director of E Commerce & Marketing

Jon has been responsible for helping to establish some of the fitness industries strongest member feedback and engagement services in the EU over the last ten years including Listen360 Perkville Retention Management and Retention Solutions. Jon is also Director of Ecommerce and Marketing for Xercise4less, helping to drive operational strategy at board level by insights into current technology trends married with his knowledge of member feedback and engagement. Jon will provide insight into how the fitness industry has collated member feedback from over 3 million members and used VOC analyses to show the key things that members value to help guide operational strategy.

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Gerald Bruce-Roberts

Senior Manager, Customer Experience

Responsible for establishing B2C and B2B customer experience programmes for vehicle financing in a newly created team. Inital focus is to reinvigorate the VOYC (Voice of your customer) research programme for our Black Horse brand and optimise customer journeys for an innovative new digital car financing product.

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Harry Hugo

Director

Harry set up his first business when he was 16, a football fan site network with 60 websites and over 500 global writers. He was then invited to write for Liverpool’s official website as an influential blogger. He then became Head of Social at Sportlobster by 18 and built relationships with every major influencer in the UK.

Since Harry founded Goat, the company has grown from 3 to 15 staff in 18 months and has worked with global brands like Coca-Cola, ESPN, Budweiser and British Airways.

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Katy Minson

Head of Customer Experience Transformation

Responsible for the leadership and direction of Customer Experience Transformation within Alliance Healthcare.

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Rachel Haworth

Customer Experience Director

Rachel has over 20 years’ experience of Marketing and Customer Experience leadership in Financial Services, having managed First Direct’s brand and innovation initiatives before joining Coventry Building Society.  Initially leading the Product & Marketing strategy, Rachel went on to set up a team dedicated to Customer Experience and Conduct Risk.  Coventry Building Society is now considered a leader in customer experience in the UK, ranking 11th in the recent KPMG Nunwood ‘top 100 UK companies for customer experience excellence’.

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Gareth Turpin

Director of Customer Service & Transformation

Gareth has been with O2/Telefonica since 2001. He has overall responsibility for Customer Service and companywide Transformation within the UK business, including O2’s key strategic partnership with Capita, Convergys and Intelling contracts.

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Samantha Jones

New Care Models Programme Director

Samantha Jones (@SamanthaJNHS) was appointed as NHS England’s New Care Models Programme Director in January 2015 leading the implementation of new models of care as outlined in the NHS Five Year Forward View.

She started her NHS career as a paediatric and general nurse and was a national management trainee. Having worked in a variety of operational management roles, and in the national clinical governance support team, she became the Chief Executive of Epsom and St Helier Hospitals NHS Trust.

Following this, Samantha worked in the independent sector before she was appointed Chief Executive of West Hertfordshire Hospitals NHS Trust in February 2013.

In 2014 she was awarded Health Service Journal Chief Executive of the Year and the trust’s “Onion” was highly commended in the patient safety award.

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Kim Ratcliffe

Head of Customer Operations

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

Connected Homes really spoke to Kim’s passion for delivering unique, innovative customer solutions whilst being able to adapt to customer needs dynamically and without lengthy change procedures.

All of Kim’s previous roles – within telecoms and financial services have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

 

Previous Delegates

Transforming some of the World's largest brands

• AA • American Express • American Express Community Stadium • AMLIN • Arbuthnot Latham • Atom Bank • Bauer Media • BGL Group • Bosch Service Solutions • BP Group • BPI Recycled Products • Brainfood Consulting • BT • BUPA • CANON • Capita • Carillion • Channel Doctors • CITI • Covea Insurance • Customer Engagement Consulting • Customer Experience Foundation • Direct Line • Dobbies • DTZ
• DX GROUP • East Thames • Ellipse • Explore Learning • Financial Times • First Ark • First Great Western • First Rate Exchange • Forrester
• Genesis Housing • Global Payments • GlobalGiving UK • GolfBreaks • Great Western Railway • GSK • Heathrow • Hood Group • Housing Solutions • HSBC • Hutchinson • Hutchinson 3 UK • ITV • John Lewis • Kano • Kings Court Trust • Lifeplus • Linklaters • Lloyds Banking • Lloyds Banking Group • Lumleys • LV= • Macfarlane • ManpowerGroup • Marston’s Inns & Taverns • McNicholas • Morgan Sindall • Nationwide • NCFE • Norgon • Ovum • Prudential • Prudential Assurance • Prudential Financial Planning • QA • RBS • Richmond and Barnes Solicitors • RWE npower • Save the Children • Scania • South East Ambulance • South East Coast Ambulance NHS • Tate • Tate Britain & Tate Modern • Tesco • TMS • Tungsten Information Management • Virgin Money • WorldRemit • Yorkshire Water

Platinum Sponsors

INTERESTED IN SPONSORING THE TRANSFORMATION CONFERENCE?

Location

Website-location

6 July 2017
VICTORIA PARK PLAZA

239 VAUXHALL BRIDGE ROAD,
LONDON, SW1V 1EQ

The four-star Park Plaza Victoria hotel in London, situated within walking distance of Victoria train, coach, bus and Underground stations, provides an excellent transportation link to London Heathrow and London Gatwick airports. The hotel is also centrally located to some of the city’s main tourist and shopping attractions, including Buckingham Palace, Harrods, the Houses of Parliament, Theatreland and Oxford Street.

On-site facilities include dining options, Amber Spa and an Executive Lounge, this Victoria Station hotel is thoughtfully designed to suit business, conference and leisure travellers alike. The Park Plaza Victoria London is also a non-smoking hotel.

DIRECTIONS:

From London Paddington National Railway Station (approx 25 mins)

  • Take London Underground
  • Travel via the southbound Bakerloo Line service to Oxford Circus
  • Change for the southbound Victoria Line service and depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left

From King’s Cross & St. Pancras National Railway Station (approx 15 mins)

  • Take the London Underground
  • Take the Victoria Line southbound towards Brixton
  • Depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left

Testimonials

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Date: 6th July 2017

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Date: 6th July 2017