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 CONFERENCE

Topic Streams

Personalisation of the customer experience
The rise of customer service design
Robotics, AI and customer engagement
Transformation – our people and our customers Part 1 and 2
Customer Engagement Transformation in Financial Services
Customer Engagement Transformation in Retail
Technology & Customer Engagement – Part 1 and 2
Digital Customer Engagement Transformation

Quick facts

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Previous Delegates Include:

● AA ● American Express ● American Express Community Stadium ● AMLIN ● Arbuthnot Latham ● Argos ● Art Fund ● Atom Bank ● Avantia Group ● Bauer Media ● Belron ● BGL Group ● Boots Walgreens ● Bourne Leisure ● BP Group ● BPI Recycled Products ● BrightHouse ● BT ●  BUPA ● Cabot Financial ● Camelot Group ● CANON ● Capita ● Carillion ● Certas Energy ● Channel Doctors ● CITI ● Covea Insurance ● Cushwake ● DAS LAW ● Direct Line ● Dobbies ● DTZ ● DX GROUP ● East Thames ● Ellipse ● Eurostar ● Explore Learning ● FCA  ● Financial Times ● First Ark ● First Great Western ● First Rate Exchange ● Flagship Homes ● Gartner ● GE Money ● Genesis Housing ● Geoffrey Insurance ● Global Payments ● GlobalGiving UK ● Golf Breaks ● Google ● Great Western Railway ● GSK ● Heathrow ● Homeserve ● Hood Group  ● Housing Solutions ● HSBC ● Hutchinson 3 UK ● IKEA ● ITV ● JD Sports Fashion PLC ● John Lewis ● Kano ● Kelkoo ● Kings Court Trust ● Legal and General ● Lego ● Lifeplus ● Linklaters ● Lloyds Banking Group ● London & Country Mortgages ● Lumleys ● LV= ● Macfarlane ● Manpower Group ● Marston’s Inns & Taverns ●McDonalds ● McNicholas ● Microsoft ● Morgan Sindall ● Nationwide ● NCFE ● Norgon ● North Hertfordshire Homes ● Northumbrian Water  ● Ovum ● Pfizer  ● Postcode lottery ● Prudential ● Prudential Assurance  ● QA  ● Rackspace ● Radian Group ● RBS ● Rental Cars ● Richmond and Barnes Solicitors ● RoMEC ● RS Components ● RWE npower ● Save the Children ● Scania ● Secret Escapes ● Signet ● Sky ● Sony ● South East Coast Ambulance NHS ● South Staffordshire Council ● Southern Water ● Southwark Council ● Tate Britain & Tate Modern ● Taylor Wimpey ●Tesco ● The First Word  ● The MDU ● The Post Office ● Three ● TMS ● TNT  ● Tom Cridland ● Trafford Housing Trust  ● Transport for London ● Tungsten Information Management ● Tusker Direct ● Virgin Money ● Welsh Water ● West Lindsey District Council ● WorldRemit ● Yorkshire Water

Speakers

Pauline Wilson

Virgin Holidays

Satarupa Banerjee

Direct Line Group

Derek Mitchell

Sky

Bob Stella

Legal & General

Jon Nasta

Xercise4Less

Gerald Bruce-Roberts

Lloyds Banking Group

Timo Tolonen

Giffgaff

Elaine Kelly

Lloyds Banking Group

Mike Gibney

THE WALTON CENTRE NHS FOUNDATION TRUST

Jonathan George

RAC

Harry Hugo

Goat Agency

Katy Minson

Alliance Healthcare

Rachel Haworth

Coventry Building Society

Alison Goodwin

Wolseley

Gareth Turpin

O2

Charmaine Vallance-Poole

Holland & Barrett

Abubakar Siddeeq

FirstGroup

Michael Anderson

MJA Customer Management Ltd

Nikhil Shah

SmartBill

Amanda Reynolds

Affinity Water

Chris Humphrey

Smith+Co Consultancy

Andy Wilkins

BE Advisory

Peter Massey

Budd

Darryl Beckford

KCOM

Neil Martin

The First Word

Scott Gould

Ampersand

Rod Butcher

Fidelity International

Adrian Swinscoe

Consultant

Martin Hill-Wilson

Brainfood Consulting

Terry Kincheloe

UMB Financial Corporation

Lizzie Greenstreet

Alliance Healthcare

Susie Dobing

Zendesk
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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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Bob Stella

Head of Business Implementation

The Legal & General Group, established in 1836, is one of the UK’s leading financial services companies. As at 30 June 2016, we had over nine million customers in the UK for our life assurance, pensions, investments and general insurance plans.

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Jon Nasta

Director of E Commerce & Marketing

Jon enjoys bringing the health club industries leading attrition defence systems (Listen360 & Perkville) to the European Health Club market. Services that now assist thousands of health clubs with engaging millions of members every week.

Jon is also Director of e-commerce and marketing at the EU’s third fastest growing chain of health clubs, Xercise4less.

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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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Timo Tolonen

Head of Community

I am a people and project manager from the video games industry who saw the light and made the very sensible leap into community some 6 years ago and I haven’t looked back since. I am currently the head of community at giffgaff, a UK mobile network where we believe that together with our members anything is possible.

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Elaine Kelly

Customer Experience Manager

Resourceful customer-oriented and highly-organised CX professional with proven experience of designing, delivering and implementing Customer Research & Improvement program strategies; with over 10 years’ experience in both Banking and Betting and Gaming; harnesses the ability to coordinate resources effectively to achieve targets within stringent constraints / deadlines. Relishes challenges and demonstrates creative thinking to find innovative solutions to challenges.

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Mike Gibney

Director of Workforce

Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising.  During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.

Michael joined the NHS in 2009 following a successful career in local government and the third sector.   This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities.  Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.

 

 

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Jonathan George

Director of Sales and Service

Jonathan is an inclusive and motivational leader who thrives in challenging and diverse environments. He has a track record of creating a culture that delivers high performance across diverse sectors (retail, outsourcing, travel/concierge, financial services, Utilities and insurance) and for large PLC’s, Privately owned and VC owned businesses. His strong leadership and people development skills have led to delivering organisational success including leading 3 organisations to be recognised as being a Top 50 Customer Service Centre in the UK.

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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

Katy Minson works at Alliance Healthcare where she is responsible for improving customer centricity through influencing  leadership and culture within the company. Recently Alliance Healthcare won three awards at the UK Employee Experience Awards for their customer focused culture change programme.

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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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Alison Goodwin

Customer Support Centre Manager

As part of Wolseley UK’s Multichannel team, Alison is a manager of two Customer Support Centre sites in Ripon and Marston Gate providing customers with order processing support, customer service and online support.

Alison has worked for Wolseley UK for 17 years, predominantly in the customer service arena, but also including time spent in sales & marketing.

Prior to joining Wolseley, Alison worked in both the banking and the travel industry and has more than 30 years experience in customer service.

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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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Charmaine Vallance-Poole

Head of Customer Experience

Charmaine is the Head of Customer Experience at Holland & Barrett International. Her role is to create and define the customer experience vision and strategy and be the voice of the customer for the business and the advocate of greater customer’s satisfaction.

Charmaine has worked in the Contact Centre industry for over 20 years, with extensive experience in Call Centre Operations, Customer Experience and Quality and she champions the cause of raising the profile of the Call Centre Industry and the professionals working within it.

Her passion is to create customer centric and highly performing teams; to inspire others to find their potential and act as a catalyst for individuals and team personal growth.

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Abubakar Siddeeq

Customer Contracts Manager

Abu joined FirstGroup plc (UK Rail Division) in 2013 as a Customer Contracts Manager, driving improvements across the outsourced contact centre team – changing how the team approached Quality Assurance and helping to evolve the relationship from a transactional one to a customer journey orientated one. Abu has also been involved in shaping the First Rail division customer experience strategy, working on several bids, benchmarking industry best practice and presenting best-in-class customer experiences to embed across the organisation.

In 2015 Abu moved across to Great Western Railway (GWR) as a Customer Experience Manager, working with the operations teams to deliver an excellent on-train experience, as well as focussing on the quality of information presented to customers at various key touchpoints.

Previously, Abu lead large customer service teams as a General Manager within the NHS and as a Regional Operations Manager with Transport for London.

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Michael Anderson

Director

Michael is the founder and owner of a niche consultancy focussed on transforming your customers experience, building loyalty for life

He has 35 years’ experience working in the Customer Management area, with the first 25 years in Industry, pioneering Contact Centres in organisations such as Thomas Cook, Cable & Wireless and General Motors, winning several awards along the way. The next phase took him into consulting in Capgemini, where he led a large team of consultants across many sectors, including Utilities, Telcos, Central Government and Financial Services, before moving back to industry where he joined BSKyB as Head of Marketing Operations.

He left Sky, to co-invest and set-up a Social Enterprise called Call Britannia, an outsourcing call centre business whose purpose was to only recruit the long-term unemployed (2 years or more) aged between 18-26 and re-establish them back into the workplace and skill them in customer management. They had a number of clients including Barnados, Easycar andToptable.com and one of his proudest achievements is that they managed to take on 100’s of people, many of whom have developed a whole new career path for themselves.

He has been building his business MJA Customer Management to work with organisations on understanding their ambitions for their customer experience, built on three pillars, Digital Transformation, Operational Excellence and Customer Journey improvements and co-creating solutions that shift the current reality into a modern digital world. Their clients have come from Financial Services, Gaming, Quad Play Telco/Media, Travel and Retail.

Based on this experience, he will be sharing two case studies today, a Digital Transformation for a global Travel operator and a global Customer Service Improvement programme in a major retailers Customer Service Centres.

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Nikhil Shah

CEO

Nikhil Shah is CEO and co-founder of SmartBill, an innovative expense management tool that enables consumers and businesses to streamline their costs. It helps user to identify, track & manage all their recurring expenses from one place, including unwanted subscriptions, which cost the UK £4bn per annum.

Nikhil and his co-founders decided to launch SmartBill after being stung by unwanted subscriptions and hating the hassle of shopping around for cheaper contracts on price comparison sites. The problem is finally being recognised by the UK government who recently made tackling the “subscription trap” a focus point in the Spring budget.

He was previously an equity Investment Analyst and Portfolio Manager who worked for a number of high profile, trusted firms including Knox D’Arcy, JP Morgan, & Bank of America Securities. He created the UK’s first fund to invest based on Director trading activity, which was a top UK performer within 12 months of launch. He has travelled 40 countries, enjoys Bourbon cocktails and is a certified Scuba Diver.

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Amanda Reynolds

Director of Customer Relations (Household)

Outstanding track record of creating award winning customer centric businesses, delivering an enviable and attractive return on investment. Extensive experience within the Customer Services Industry – over 20 years across all sectors and 11 countries primarily for FTSE 100 companies. Focused largely on transformational change  and in the last 7 years on digital service. An enthusiastic people focused leader with a strong drive for results and success.

Previous experience

Accenture Strategy, assignments incorporated: change lead of designing a new digital business for an energy company, lead for global digital service or a global bank, Customer Service Director at a FTSE 100 utility, Service transformation lead for a major UK bank separation including design for new digital footprint, Exec advisor for insourcing/outsourcing including a strategic review at a world-class investment company.

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Chris Humphrey

Associate Partner

Builds a customer value-led ecosystem in complex organisations. Skilled at leading change in turbulent trading conditions, exploiting hidden revenue opportunities and implementing Disney’s proven methodology for sustaining customer value. Wide-ranging commercial expertise underpins a tenacious but diplomatic leadership style, a preference for differentiated strategies, and empirical problem solving.

Visiting lecturer at Cranfield School of Management and Henley Business School, conference speaker, and author of articles and white papers.

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Andy Wilkins

CEO & Co-Founder

I currently undertake management consulting engagements to both companies as well as public sector organisations on a range of tactical and strategic projects relating to understanding and meeting emerging customer needs.

I am also a regular speaker on the international conference circuit where I have presented on a range of topics including re-inventing healthcare in a digital age, the centrality of understanding customer needs to drive strategy and Innovation and the centrality of customer experience in building sustainable brand relationships

A generalist (and proud of it!) I am looking for interesting projects either in leadership positions or as a strategic advisor/ consultant to assist organisations in their pursuit of business growth & success!

Specialties: Strategy Development, Innovation & Service Development, Customer Experience, Customer Needs Research, Product & Service Design, Branding strategy & Market Development, Partnering & Business Development, Business Start Up & Ecosystem Development

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Peter Massey

Managing Director

Peter is a serial entrepreneur who has built and run a series of 4 businesses in customer relationships, contact management, operations and programme management over the last 20 years, working with clients across all sectors. He describes Budd’s business model as “co-creation” with clients & their customers, with colleagues globally in LimeBridge. He facilitates the 10 year old Chief Customer Officer Forum in the UK. Budd’s focus is implementing “The Best Service Is No Service” processes, now a book written by his former Amazon colleague.

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Darryl Beckford

Head of Digital Experience

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers across multiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences for customers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

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Neil Martin

Co-founder and Creative Director

Over the last ten years Neil’s helped brands like British Airways, Sainsbury’s and EDF Energy to create a distinctive tone of voice. He’s also trained everyone from CEOs to customer service teams to banish blah, bull and bunkum from their writing and replace it with real personality.

Neil studied creative writing at UEA. He was lucky enough to be taught by novelists and poets like Andrew Motion and Ali Smith, and he went on to have some of his work published. If there’s anything Neil loves as much as words it’s bikes, whether he’s wheeling around his native Forest Hill or he’s watching the pros in the Tour de France.

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Scott Gould

Founder

Scott is a consultant, writer and speaker who helps socially-minded organisations get people highly engaged around their mission. He has consulted with organisations such as Microsoft, Finland Tourist Board, GAIN and various Local Councils.

A former church minister who grew his congregation by 500% by learning how to gather people around a powerful idea and cause, he has worked in a range of engagement contexts over the last 16 years. He has spent the last eight of those years developing the Ampersand model, a framework that demystifies how engagements works so that anyone can know how to get the person in front of them more engaged.

He previously founded the popular Like Minds series of conferences, which was one of the first Twitter hashtag communities and was later rated a top-10 event by The Guardian and Wired. Currently, his work with Ampersand is in training leaders in his engagement model, and bringing those same leaders together in a peer-mentoring community.

As someone who loves to meet new people and share ideas, Scott has carried out over 20,000 hours of community building, hosted over 400 events, and delivered over 500 talks and lectures.

Scott is an accredited consultant, and Fellow of the Royal Society of Arts.

Scott’s website: http://scottgould.me

Twitter: http://twitter.com/scottgould

LinkedIn: http://linkedin.com/in/scottagould/

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Rod Butcher

Client Experience Development

Rod joined Fidelity International in December last year as the Global Client Experience Development Lead, supporting the  business in experience design.

Prior to joining Fidelity, Rod worked as a CX consultant, at Mulberry consulting, where he contributed to and lead a variety of engagements spanning CX strategy, journey mapping, CE metrics and experience re-design.

Before Mulberry, Rod worked at the global insurer, Aviva for 25 years, where he established and embedded NPS and sponsored and delivered customer journey mapping across the business.

Rod is a founding member of the Customer Experience Professionals Association (CXPA) and a Certified Customer Experience Professional (CCXP).

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Adrian Swinscoe

Rare Business

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Outside of work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

You can learn more about Adrian at www.adrianswinscoe.com or on Twitter @adrianswinscoe

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Martin Hill-Wilson

Founder

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 clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone 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 of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number 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 and competitive responsiveness for the rest of the organisation.

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Terry Kincheloe

Senior Vice President - Interactive Marketing

Terry Kincheloe is currently Senior Vice President – Interactive Marketing at UMB Financial Corporation. Based in Kansas City, Missouri in the United States, Terry leads UMB’s public website strategy, digital marketing, marketing research and voice of the customer program for the online channel.    Prior to UMB, Terry was Director of E-commerce and Market Research for YRC Worldwide, a Fortune 500 global transportation company. He has also lead marketing initiatives in several other industries including education, internet publishing and health care information technology.

This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail.

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Lizzie Greenstreet

Employee Engagement Programme Manager

Lizzie Greenstreet is the award winning Employee Engagement Programme Manager at Alliance Healthcare. She is responsible for developing the culture of Alliance Healthcare, making sure we put colleagues and customers first.

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Susie Dobing

Partner Marketing Specialist

Marketing professional with 10+ years’ experience across B2B, B2C and B2E. 5 years channel marketing within the technology sphere for a Tier 1 Vendor, Reseller and Service Provider. Owning relationships for strategic partners including: VMware, Sitecore, Dell EMC, Microsoft, HP and Adobe. Experience across core marketing practices including digital & direct marketing, incentives, customer loyalty, events & PR. IDM Diploma accredited with strong business acumen, excellent organisational and relationship building skills. Proven success in managing multiple projects within tight deadlines, and producing quality marketing campaigns and events on brief and on budget.

Agenda

  • Hall 1
  • Hall 2
08:15-09:00

registration & coffee

09:00-09:10

chair’s introduction

martin hill-wilson, founder, brainfood consulting

Martin Hill-Wilson

Brainfood Consulting
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Martin Hill-Wilson

Founder

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 clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone 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 of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number 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 and competitive responsiveness for the rest of the organisation.

TECHNOLOGY AND CUSTOMER ENGAGEMENT – PART 1

09:10-09:35

O2 CASE STUDY: A DIGITAL WORLD OF CHOICE AND POSSIBILITIES – TRANSFORMING TO STAY AHEAD

GARETH TURPIN, DIRECTOR OF CUSTOMER SERVICE AND TRANSFORMATION, O2

O2 has over 25 million customers in the UK but is just one part of a huge global family in Telefonica. With a big presence in Spain and Latin America covering 25 countries in total. Other brands include Movistar, GiffGaff and Vivo (Brazil).

O2 is a powerful UK brand now recognised for far more than just mobile phones. From Priority, a digital loyalty scheme exclusively for our customers to O2’s sponsorship of the world’s most successful entertainment venue, The O2, and even Think Big, our award winning sustainability programme, it’s no longer just about phones.

Our customers rely on us for the technology they love and depend on every day.  If you ever leave your phone at home, you realise how important they are. They’re the remote control to your life.

At O2 we aim to use technology to enhance customers’ everyday lives and experiences, helping them understand, access, enjoy and make the most out of all that technology has to offer. It’s not just customer service that needs to change to embrace the digital world and the multichannel way of operating, but businesses as a whole.

So far, so good, our journey over the last 5/6 years has seen us shift from the more traditional voice contacts to greater focus on digital and self-service whilst continuing to give our customers choice. But this isn’t enough, we’re operating in a continually changing world, and we need to transform to stay relevant for our customers who have even greater expectations of us.

Hear all about our journey so far, and what’s coming next….

Gareth Turpin

O2
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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.

09:35-10:00

umb case study: Customer feedback – the ability to make or break your business

terry kincheloe, senior vice president – interactive marketing, UMB Financial Corporation

Honest, timely feedback on the issues that matter most to the engaged customer is key in the hyper-competitive financial services market.     You need to encourage your customers to continually provide you with this vital information but how do you ensure you respond to what they tell you quickly and efficiently.    In this session, Terry will explain how advanced analytics, data visualization and the ability to benchmark against competitor organisations  has helped UMB to identify key CX trends to support the unparalleled customer experience.

Terry Kincheloe

UMB Financial Corporation
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Terry Kincheloe

Senior Vice President - Interactive Marketing

Terry Kincheloe is currently Senior Vice President – Interactive Marketing at UMB Financial Corporation. Based in Kansas City, Missouri in the United States, Terry leads UMB’s public website strategy, digital marketing, marketing research and voice of the customer program for the online channel.    Prior to UMB, Terry was Director of E-commerce and Market Research for YRC Worldwide, a Fortune 500 global transportation company. He has also lead marketing initiatives in several other industries including education, internet publishing and health care information technology.

This electronic message may contain proprietary and confidential information of Verint Systems Inc., its affiliates and/or subsidiaries. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient (or authorized to receive this e-mail for the intended recipient), you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify us by replying to this e-mail.

10:00-10:25

How Influencers Are Changing The Game For Engagement – case studies with Apple, British Airways and Unibet

harry hugo, chief campaign office & co-founder, the goat agency

The world’s biggest brands are beginning to realise that influencer marketing is the way forward to engage customers across social media. But what metrics matter? How can you identify the right influencers for you brand? What platforms will work best for your brand/product?

See some case studies in action from the likes of Apple, British Airways and Unibet.

Harry Hugo

Goat Agency
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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.

10:25-10:55

coffee & networking break

CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES

10:55-11:20

Lloyds Banking Group case study: 1.4 billion ways of “getting personal” with customers

Gerald Bruce Roberts, senior manager customer experience & elaine kelly, customer experience manager, Lloyds Banking Group

Gerald and Elaine will share some of their 1.4 billion ways of “getting personal” with customers, using the latest in personalised video technology. They’ve merged big modern data with old-fashioned personal service to create videos that have replaced traditional bank communications, and in so doing, they’ve succeeded in creating better brand engagement at no incremental cost.

Gerald Bruce-Roberts

Lloyds Banking Group
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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.

Elaine Kelly

Lloyds Banking Group
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Elaine Kelly

Customer Experience Manager

Resourceful customer-oriented and highly-organised CX professional with proven experience of designing, delivering and implementing Customer Research & Improvement program strategies; with over 10 years’ experience in both Banking and Betting and Gaming; harnesses the ability to coordinate resources effectively to achieve targets within stringent constraints / deadlines. Relishes challenges and demonstrates creative thinking to find innovative solutions to challenges.

11:20-11:45

expert speaker: tbc

11:45-12:10

direct line group case study: Delivering better, smarter communications to our customers

Satarupa Banerjee, Direct Marketing Manager, Direct Line Group

Satarupa will walkthrough the journey of Direct Line and how our customer communications have evolved over time and improved engagement with our customers and built a long lasting relationship. This includes creation of an engagement programme with our customers and more innovative/engaging channels to talk to them identifying points of need that would deliver most value to them. This has improved our brand engagement, advocacy and contributed significantly to DLG’s sales numbers. We are constantly testing creative copy and design, propositions, new data sources, creative formats etc. in a test and learn environment to optimise communications to our customers.

Satarupa Banerjee

Direct Line Group
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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.

THE RISE OF CUSTOMER SERVICE DESIGN

12:10-12:35

Disney case study: The starring role of teamwork in Disney inspired experiences

chris humphrey, director, be advisory & andy wilkins, CEO & Co-Founder, BE Advisory

Companies put a lot of effort into improving customer experiences, but too often the changes are inconsistent, stagnate or don’t stick, because leaders fail to achieve organisational congruence.

We will show how a company like Disney has a global reputation for customer experience, because above all it ensures that its entire workforce has a common understanding of what customers consider value. We will show how an overarching Customer Value Framework, supported intentionally by human resources, hardwires customers into the heart of the organisation, and is one of the most powerful weapons to deploy in the competition for customer experience.

Chris Humphrey

Smith+Co Consultancy
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Chris Humphrey

Associate Partner

Builds a customer value-led ecosystem in complex organisations. Skilled at leading change in turbulent trading conditions, exploiting hidden revenue opportunities and implementing Disney’s proven methodology for sustaining customer value. Wide-ranging commercial expertise underpins a tenacious but diplomatic leadership style, a preference for differentiated strategies, and empirical problem solving.

Visiting lecturer at Cranfield School of Management and Henley Business School, conference speaker, and author of articles and white papers.

Andy Wilkins

BE Advisory
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Andy Wilkins

CEO & Co-Founder

I currently undertake management consulting engagements to both companies as well as public sector organisations on a range of tactical and strategic projects relating to understanding and meeting emerging customer needs.

I am also a regular speaker on the international conference circuit where I have presented on a range of topics including re-inventing healthcare in a digital age, the centrality of understanding customer needs to drive strategy and Innovation and the centrality of customer experience in building sustainable brand relationships

A generalist (and proud of it!) I am looking for interesting projects either in leadership positions or as a strategic advisor/ consultant to assist organisations in their pursuit of business growth & success!

Specialties: Strategy Development, Innovation & Service Development, Customer Experience, Customer Needs Research, Product & Service Design, Branding strategy & Market Development, Partnering & Business Development, Business Start Up & Ecosystem Development

12:35-13:00

Customer Episode 1: The Phantom Feedback Menace

darryl beckford, Head of Digital Acceleration, kcom

Given the competing pressures of digital transformation, delivering a better experience and reducing operating cost, what’s the best route to redesigning the service you offer your customers?

In this session we’ll look at how agile software development techniques explain why a complete “drains up” approach is not always the answer. We’ll also address the fact that feedback is not the same as insight, which may mean the answers were there all along and that you couldn’t see them. Finally, we’ll explore how these techniques allow you to drive out what you want from customer contact technology, and put you in the driving seat to manage your internal IT teams and external suppliers more effectively.

Darryl Beckford

KCOM
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Darryl Beckford

Head of Digital Experience

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers across multiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences for customers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

13:00-13:25

fidelity international case study: CULTURE HACKING THROUGH DESIGN THINKING AND DESIGN DOING

rod butcher, client experience development lead, fidelity international

What’s the problem? Business as usual is an oxymoron, customer-driven disruption is everywhere and yet we don’t like being disrupted. This is because the soft stuff- organisational culture and learned behaviours – is the hard stuff. And nudging the culture – and making it stick – is the hardest of all.

Rod will talk about the role and activities of the small CX design thinking team at Fidelity International. What is it, why bother and how to do it – the process, the discipline, the mindset and definitions of success and the outcomes.

Design thinking never stops – everything is a work in progress, so Rod will illustrate his talk with a variety of relevant examples.

Rod Butcher

Fidelity International
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Rod Butcher

Client Experience Development

Rod joined Fidelity International in December last year as the Global Client Experience Development Lead, supporting the  business in experience design.

Prior to joining Fidelity, Rod worked as a CX consultant, at Mulberry consulting, where he contributed to and lead a variety of engagements spanning CX strategy, journey mapping, CE metrics and experience re-design.

Before Mulberry, Rod worked at the global insurer, Aviva for 25 years, where he established and embedded NPS and sponsored and delivered customer journey mapping across the business.

Rod is a founding member of the Customer Experience Professionals Association (CXPA) and a Certified Customer Experience Professional (CCXP).

13:25-14:25

lunch

CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL

14:25-14:50

lego case study: How the power of habit created the world’s most powerful brand, and how you can harness it too

scott gould, founder, ampersand

Over the last 15-years LEGO has gone from being $800m in debt to becoming the world’s most powerful brand, recently overtaking Ferrari. How?

It’s success lies in returning to what really matters for the organisation, and that meant a renewed focus on the tactile act of building with bricks, and the habits and rituals which lie behind it.

This case study will focus on the stages of building habit, and how to tell a brand story that reinforces those habits. The result for LEGO is that they have found habit to be THE way that they connect with their customer and grow their business, even more than marketing or advertising.

We will also consider what building habits means for your organisation, and how even the most apparently simple of businesses can find ways to engage through habit.

Scott Gould

Ampersand
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Scott Gould

Founder

Scott is a consultant, writer and speaker who helps socially-minded organisations get people highly engaged around their mission. He has consulted with organisations such as Microsoft, Finland Tourist Board, GAIN and various Local Councils.

A former church minister who grew his congregation by 500% by learning how to gather people around a powerful idea and cause, he has worked in a range of engagement contexts over the last 16 years. He has spent the last eight of those years developing the Ampersand model, a framework that demystifies how engagements works so that anyone can know how to get the person in front of them more engaged.

He previously founded the popular Like Minds series of conferences, which was one of the first Twitter hashtag communities and was later rated a top-10 event by The Guardian and Wired. Currently, his work with Ampersand is in training leaders in his engagement model, and bringing those same leaders together in a peer-mentoring community.

As someone who loves to meet new people and share ideas, Scott has carried out over 20,000 hours of community building, hosted over 400 events, and delivered over 500 talks and lectures.

Scott is an accredited consultant, and Fellow of the Royal Society of Arts.

Scott’s website: http://scottgould.me

Twitter: http://twitter.com/scottgould

LinkedIn: http://linkedin.com/in/scottagould/

14:50-15:15

expert speaker: tbc

15:15-15:40

alliance healthcare CASE STUDY: ENGAGING EMPLOYEES TO DELIVER AN OUTSTANDING CUSTOMER EXPERIENCE

KATY MINSON, HEAD OF CUSTOMER EXPERIENCE TRANSFORMATION& lizzie greenstreet, employee engagement programme manager, alliance healthcare

Katy Minson and Lizzie Greenstreet will present about how Alliance Healthcare recently won three awards at the UK Employee Experience programme. It’s one of Alliance Healthcare’s strategic priorities to put the customer and colleague first, so We take care, personally was formed. Following the service profit chain, of happy colleagues delivering great customer service to customers, We take care, personally is transforming the culture of Alliance Healthcare, demonstrating significant improvements in employee engagement levels.

Katy Minson

Alliance Healthcare
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Katy Minson

Head of Customer Experience Transformation

Katy Minson works at Alliance Healthcare where she is responsible for improving customer centricity through influencing  leadership and culture within the company. Recently Alliance Healthcare won three awards at the UK Employee Experience Awards for their customer focused culture change programme.

Lizzie Greenstreet

Alliance Healthcare
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Lizzie Greenstreet

Employee Engagement Programme Manager

Lizzie Greenstreet is the award winning Employee Engagement Programme Manager at Alliance Healthcare. She is responsible for developing the culture of Alliance Healthcare, making sure we put colleagues and customers first.

15:40-16:10

Coffee and networking break

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2

16:10-16:35

rac case study: Optimising customer engagement through tapping into employee insight to deliver a sustainable world class customer experience

jonathan george, director of sales and service, rac

Jonathan will be sharing learnings from his experience of over 25 years in the Contact Centre Industry and the time spent working with major brands such as the RAC, Specsavers and Capital One to implement and deliver sustainable transformational change to make a real difference to both employees and customers.

The importance of high employee engagement has always been a critical factor to take advantage of the vast customer insight gained via the Contact Centre channels.  Having spent time in number of industries Jonathan will walk through the strategies that have delivered high engagement and how this has led to implementing change at a fast pace to give organisations a competitive advantage .  He will share the technology that has made this possible and his roadmap to sustain this strategy in the coming years.  He will also share his knowledge of the significance of organisational culture and authentic leadership has been the thread to enable change to be fully embraced.

Jonathan George

RAC
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Jonathan George

Director of Sales and Service

Jonathan is an inclusive and motivational leader who thrives in challenging and diverse environments. He has a track record of creating a culture that delivers high performance across diverse sectors (retail, outsourcing, travel/concierge, financial services, Utilities and insurance) and for large PLC’s, Privately owned and VC owned businesses. His strong leadership and people development skills have led to delivering organisational success including leading 3 organisations to be recognised as being a Top 50 Customer Service Centre in the UK.

16:35-17:00

Building A Great Multi Channel Experience

Susie Dobing, Partner Marketing Specialist, zendesk

Your customers are ready to connect with your business in more ways than ever before. In today’s digital world, the web, mobile app, e-mail, phone, and live chat are all engagement channels they expect you to deliver – seamlessly. Are you ready to meet your customers where they are and grow your business?

Join us for this presentation and discover how to improve the experience for your customers and build stronger relationships.

Susie Dobing

Zendesk
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Susie Dobing

Partner Marketing Specialist

Marketing professional with 10+ years’ experience across B2B, B2C and B2E. 5 years channel marketing within the technology sphere for a Tier 1 Vendor, Reseller and Service Provider. Owning relationships for strategic partners including: VMware, Sitecore, Dell EMC, Microsoft, HP and Adobe. Experience across core marketing practices including digital & direct marketing, incentives, customer loyalty, events & PR. IDM Diploma accredited with strong business acumen, excellent organisational and relationship building skills. Proven success in managing multiple projects within tight deadlines, and producing quality marketing campaigns and events on brief and on budget.

17:00-17:25

IKEA/TUI CASE STUDIES: TWO VERY DIFFERENT GLOBAL TRANSFORMATION PROGRAMMES

MICHAEL ANDERSON, DIRECTOR MJA CUSTOMER MANAGEMENT

Michael will be sharing his experiences of leading and delivering two large global transformation programmes. Both had the Customer at the vision for their respective programmes, but individually they came from two very different perspectives.

The first talks about a Digital Transformation Programme for a highly successful, Global Travel Group. This travel organisation has products across the globe which are distributed through Retail, On-Line and Travel Agents. Its products include Flights, Hotels, Cruise Ships and all the related holiday ancillaries that you would expect to find when booking a holiday. However, they recognised that the entire journey, from dreaming about a holiday, through sourcing and booking, to the anticipation, the holiday itself and going full circle back to dreaming, was something that could be enhanced through Digital in a way that hadn’t been thought of before. Given the many new digital first competitors new to the market, how to turnaround a traditional business with all the legacy structures and processes, to a deliver a Digital experience, was the challenge.

The second of Michaels experiences is that of another Global Transformation programme, which this time centres on its Contact Centres, of which there were 26 around the globe, of varying sizes, ranging from 70 seats in Austria to 700 seats in Germany, with the US, China and India on the cusp of huge growth. The challenge here was to get consistency in the way customers were served through the contact centres, who in turn, were trying to cope with the exponential sales growth of this retailer, who simultaneously was rolling out its new online platforms. This was causing huge uplifts in customer service demands to the contact centres and this example describes the challenges and the Transformation Programme design, putting the Customer and importantly, co-worker at the centre of the design.

Michael Anderson

MJA Customer Management Ltd
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Michael Anderson

Director

Michael is the founder and owner of a niche consultancy focussed on transforming your customers experience, building loyalty for life

He has 35 years’ experience working in the Customer Management area, with the first 25 years in Industry, pioneering Contact Centres in organisations such as Thomas Cook, Cable & Wireless and General Motors, winning several awards along the way. The next phase took him into consulting in Capgemini, where he led a large team of consultants across many sectors, including Utilities, Telcos, Central Government and Financial Services, before moving back to industry where he joined BSKyB as Head of Marketing Operations.

He left Sky, to co-invest and set-up a Social Enterprise called Call Britannia, an outsourcing call centre business whose purpose was to only recruit the long-term unemployed (2 years or more) aged between 18-26 and re-establish them back into the workplace and skill them in customer management. They had a number of clients including Barnados, Easycar andToptable.com and one of his proudest achievements is that they managed to take on 100’s of people, many of whom have developed a whole new career path for themselves.

He has been building his business MJA Customer Management to work with organisations on understanding their ambitions for their customer experience, built on three pillars, Digital Transformation, Operational Excellence and Customer Journey improvements and co-creating solutions that shift the current reality into a modern digital world. Their clients have come from Financial Services, Gaming, Quad Play Telco/Media, Travel and Retail.

Based on this experience, he will be sharing two case studies today, a Digital Transformation for a global Travel operator and a global Customer Service Improvement programme in a major retailers Customer Service Centres.

17:25-17:30

chair’s summary

martin hill-wilson, founder, brainfood consulting

Martin Hill-Wilson

Brainfood Consulting
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Martin Hill-Wilson

Founder

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 clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone 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 of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number 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 and competitive responsiveness for the rest of the organisation.

17:30

drinks & networking party

08:15-09:00

registration & coffee

09:00-09:10

chair’s introduction

adrian swinscoe, consultant, rare business

Adrian Swinscoe

Consultant
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Adrian Swinscoe

Rare Business

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Outside of work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

You can learn more about Adrian at www.adrianswinscoe.com or on Twitter @adrianswinscoe

PERSONALISATION OF THE CUSTOMER EXPERIENCE

09:10-09:35

Virgin Holidays case study: Using the Customer Journey to Build Your Brand

Pauline Wilson, operation  s director, Virgin Holidays

No matter your business, your customers now have more choice and higher standards than ever. If you’re a Virgin business, those standards only rise. So Pauline Wilson will share with you what Virgin Holidays has done to create and keep happy customers. In this insightful behind-the-scenes look at Virgin Holidays, she’ll communicate her findings from 10 years at the company, plus the latest thinking behind its radical overhaul of the customer journey, touchpoints and technology.

Pauline Wilson

Virgin Holidays
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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.

09:35-10:00

wolseley case study: How AI, the heart of our cognitive knowledge, is reducing customer effort and empowering customer support staff

alison goodwin, customer support centre manager, wolseley uk

Wolseley is transforming its Customer Support Centre. Alison Goodwin, Customer Support Centre Manager, will describe how the journey so far has resulted in a seriously positive impact on First Call Resolution, CSAT and NPS results – and agent training times, which have been slashed by a third. Joined by Sharon King-Livesey from Transversal, the presentation will feature a live interview based Q and A, that will reveal tremendous metrics to inspire everyone who is tasked with improving the customer experience.

Alison Goodwin

Wolseley
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Alison Goodwin

Customer Support Centre Manager

As part of Wolseley UK’s Multichannel team, Alison is a manager of two Customer Support Centre sites in Ripon and Marston Gate providing customers with order processing support, customer service and online support.

Alison has worked for Wolseley UK for 17 years, predominantly in the customer service arena, but also including time spent in sales & marketing.

Prior to joining Wolseley, Alison worked in both the banking and the travel industry and has more than 30 years experience in customer service.

10:00-10:25

Xercise4less case study: The Rise of Xercise4Less by engaging customer feedback

Jon Nasta, director ecommerce and marketing, xercise4less

Jon will show how an organisational shift in using member feedback and voice of the customer analyses allowed Xercise4Less to focus on their strengths, accelerate their growth to become one the EU’s biggest disruptive success stories in the Health Club market today.

Jon Nasta

Xercise4Less
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Jon Nasta

Director of E Commerce & Marketing

Jon enjoys bringing the health club industries leading attrition defence systems (Listen360 & Perkville) to the European Health Club market. Services that now assist thousands of health clubs with engaging millions of members every week.

Jon is also Director of e-commerce and marketing at the EU’s third fastest growing chain of health clubs, Xercise4less.

10:25-10:55

COFFEE & NETWORKING BREAK

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART ONE

10:55-11:20

affinity water case study: focusing on culture with the “you rock” initiative

amanda reynolds, customer service director, affinity water

Amanda will be discussing the “You Rock” initiative, which includes:

  • Which Way
  • Hefty Challenge
  • The Journey To Being The Best
  • Credibility, Faith, Freedom & Confidence
  • Let the good times roll….
  • One dream one team

Amanda Reynolds

Affinity Water
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Amanda Reynolds

Director of Customer Relations (Household)

Outstanding track record of creating award winning customer centric businesses, delivering an enviable and attractive return on investment. Extensive experience within the Customer Services Industry – over 20 years across all sectors and 11 countries primarily for FTSE 100 companies. Focused largely on transformational change  and in the last 7 years on digital service. An enthusiastic people focused leader with a strong drive for results and success.

Previous experience

Accenture Strategy, assignments incorporated: change lead of designing a new digital business for an energy company, lead for global digital service or a global bank, Customer Service Director at a FTSE 100 utility, Service transformation lead for a major UK bank separation including design for new digital footprint, Exec advisor for insourcing/outsourcing including a strategic review at a world-class investment company.

11:20-11:45

expert speaker: tbc

11:45-12:10

coventry building society case study: Why your customer facing staff aren’t the key to better customer engagement

rachel haworth, customer experience director, coventry building society

Organisations spend millions on front line systems and staff training, often to find little or no improvement in customer loyalty.  So what is it that really drives customer engagement?

Coventry Building Society has delivered enviable business performance and customer loyalty by putting customers first.  Winner of multiple customer experience, fairness and business awards, this relatively unknown business is leading the way on customer engagement.  Find out how in this case study.

Rachel Haworth

Coventry Building Society
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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’.

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

12:10-12:35

sky case study: Transformative conversations – our People and our Customers

derek mitchell, Senior Customer, Employee, and Operations Insight Leader. ‎Sky

Through using data captured at the point of customer contact, Derek will demonstrate that the use of language when engaging with our customers and staff is key in optimising business outcomes.

Derek Mitchell

Sky
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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.

12:35-13:00

giffgaff case study: Why customer loyalty and brand advocacy is key to increase revenue and scale your digital customer experience

Timo Tolonen, Head of Community, GiffGaff

Discover how GiffGaff has placed their customers at the centre of their overall strategy and how their community of members is driving change within their business.

  • What is the journey from being the owner of a sim-only and no-contract customer from engaged advocate and member?
  • How do you prove value from engagement and loyalty?

Timo Tolonen, Head of Community at GiffGaff will share examples of how their strategy has driven proven value both on the customer service and revenue side.

Timo Tolonen

Giffgaff
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Timo Tolonen

Head of Community

I am a people and project manager from the video games industry who saw the light and made the very sensible leap into community some 6 years ago and I haven’t looked back since. I am currently the head of community at giffgaff, a UK mobile network where we believe that together with our members anything is possible.

13:00-13:25

smartbill case study: Customer engagement lessons, through the lens of a start up

nikhil shah, ceo and co-founder, smartbill

A discussion of the lessons learned with respect to customer engagement when launching an innovative tech business. This includes an overview of the challenges faced, and perhaps surprisingly, some strategies on using these to your advantage to build a product or service that your customers love.

Nikhil Shah, CEO of SmartBill, a Fin-Tech startup created with the help of Y-Combinator, will talk through his experiences in customer engagement at SmartBill, and its importance in ensuring the survival of the company.

The discussion will draw on lessons learned in a challenging start up environment, where customer engagement is key to driving the business in the right direction. These lessons are likely to be applicable to any business, including more established ones, but particularly those looking to launch into new products or territories.

Nikhil Shah

SmartBill
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Nikhil Shah

CEO

Nikhil Shah is CEO and co-founder of SmartBill, an innovative expense management tool that enables consumers and businesses to streamline their costs. It helps user to identify, track & manage all their recurring expenses from one place, including unwanted subscriptions, which cost the UK £4bn per annum.

Nikhil and his co-founders decided to launch SmartBill after being stung by unwanted subscriptions and hating the hassle of shopping around for cheaper contracts on price comparison sites. The problem is finally being recognised by the UK government who recently made tackling the “subscription trap” a focus point in the Spring budget.

He was previously an equity Investment Analyst and Portfolio Manager who worked for a number of high profile, trusted firms including Knox D’Arcy, JP Morgan, & Bank of America Securities. He created the UK’s first fund to invest based on Director trading activity, which was a top UK performer within 12 months of launch. He has travelled 40 countries, enjoys Bourbon cocktails and is a certified Scuba Diver.

13:25-14:25

lunch

ROBOTICS, AI AND CUSTOMER ENGAGEMENT

14:25-14:50

expert speaker: budd

peter massey, founder, budd

Peter Massey

Budd
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Peter Massey

Managing Director

Peter is a serial entrepreneur who has built and run a series of 4 businesses in customer relationships, contact management, operations and programme management over the last 20 years, working with clients across all sectors. He describes Budd’s business model as “co-creation” with clients & their customers, with colleagues globally in LimeBridge. He facilitates the 10 year old Chief Customer Officer Forum in the UK. Budd’s focus is implementing “The Best Service Is No Service” processes, now a book written by his former Amazon colleague.

14:50-15:15

expert speaker: tbc

15:15-15:40

legal & general case study: Working with Robots

bob stella, head of business implementation, legal & general

Over the last 3 years L&G’S Insurance Customer Service has introduced 15 robots into the workforce. They are doing an equivalent of 55 people’s work with 100% accuracy, always within service level; yet, they only work if their human colleagues choose to support them. This presentation will explore how people engagement has been at the heart of L&G’s robotics success.

Bob Stella

Legal & General
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Bob Stella

Head of Business Implementation

The Legal & General Group, established in 1836, is one of the UK’s leading financial services companies. As at 30 June 2016, we had over nine million customers in the UK for our life assurance, pensions, investments and general insurance plans.

15:40-16:10

Coffee and networking break

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2

16:10-16:35

nhs case study: Innovation in the NHS – at the cutting edge?!?

mike gibney, director of workforce, nhs walton centre

Despite the much-publicised challenges facing the NHS, innovation is thriving across the NHS system.  However because the work moves at such a pace, much that is innovative and transformational remains hidden from external view and is rarely celebrated.

This presentation will cover some of the amazing applications occurring within the NHS in relation to virtual reality, 3D printing and now artificial intelligence.  It will also highlight some of the points at which the NHS is reaching out to the private sector and to SMEs in particular to improve services and to meet the innovation challenge.

It will then move from the broad national picture through to a transformational health and wellbeing programme at the Walton Centre NHS Foundation Trust – the only standalone Neuroscience Centre in the country covering a population of 3.5 million.  This case study will demonstrate how the challenge of engaging staff was addressed in an organisation where wage increases are set nationally and working conditions are getting more difficult year on year.  The Trust now enjoys the highest possible CQC quality rating (outstanding) and is in the top five nationally for staff engagement.

Mike Gibney

THE WALTON CENTRE NHS FOUNDATION TRUST
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Mike Gibney

Director of Workforce

Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising.  During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.

Michael joined the NHS in 2009 following a successful career in local government and the third sector.   This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities.  Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.

 

 

16:35-17:00

expert speaker: tbc

17:00-17:25

gwr case study

abubakar siddeeq, customer experience manager, great western railway & neil martin, director, the first word

Abu had always known that flattering quality scores didn’t necessarily mean GWR’s customers were getting a great experience.

Then last year a campaign to get rid of rail speak from GWR’s customer communications gave him the inspiration he needed. It changed his whole perspective on customer experience – and became the catalyst to improving every step of GWR’s customer journey.

This talk will take us from a project that began life in the contact centre to a philosophy that’s spread into all kinds of unexpected areas of the business.

Abu will give a frank account of the big decisions, difficult conversations and ultimately the benefits of modernising the communication style at a traditional engineering company.

He’ll also share his story on how the work has changed the way he sees his role in customer experience – and why he’s on a mission to put real pride, passion and personality into every message.

Abubakar Siddeeq

FirstGroup
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Abubakar Siddeeq

Customer Contracts Manager

Abu joined FirstGroup plc (UK Rail Division) in 2013 as a Customer Contracts Manager, driving improvements across the outsourced contact centre team – changing how the team approached Quality Assurance and helping to evolve the relationship from a transactional one to a customer journey orientated one. Abu has also been involved in shaping the First Rail division customer experience strategy, working on several bids, benchmarking industry best practice and presenting best-in-class customer experiences to embed across the organisation.

In 2015 Abu moved across to Great Western Railway (GWR) as a Customer Experience Manager, working with the operations teams to deliver an excellent on-train experience, as well as focussing on the quality of information presented to customers at various key touchpoints.

Previously, Abu lead large customer service teams as a General Manager within the NHS and as a Regional Operations Manager with Transport for London.

Neil Martin

The First Word
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Neil Martin

Co-founder and Creative Director

Over the last ten years Neil’s helped brands like British Airways, Sainsbury’s and EDF Energy to create a distinctive tone of voice. He’s also trained everyone from CEOs to customer service teams to banish blah, bull and bunkum from their writing and replace it with real personality.

Neil studied creative writing at UEA. He was lucky enough to be taught by novelists and poets like Andrew Motion and Ali Smith, and he went on to have some of his work published. If there’s anything Neil loves as much as words it’s bikes, whether he’s wheeling around his native Forest Hill or he’s watching the pros in the Tour de France.

17:25-17:30

chair’s closing remarks

adrian swinscoe, consultant, rare business

Adrian Swinscoe

Consultant
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Adrian Swinscoe

Rare Business

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Outside of work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

You can learn more about Adrian at www.adrianswinscoe.com or on Twitter @adrianswinscoe

17:30

drinks & networking party

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

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