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
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

Michael Anderson

MJA Customer Management Ltd
X

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.

X

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.

X

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.

X

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.

X

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.

X

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.

X

Katy Minson

Head of Customer Experience Transformation

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

X

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’.

X

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.

X

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.

X

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.

 

X

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.

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
X

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

Hive Case Study

Kim Ratcliffe, head of customer operations, Hive

Kim Ratcliffe

British Gas Hive
X

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.

 

09:35-10:00

expert speaker: tbc

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
X

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.

CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES

10:55-11:20

Lloyds Banking Group case study

Gerald Bruce Roberts, senior manager customer experience, Lloyds Banking Group

Gerald Bruce-Roberts

Lloyds Banking Group
X

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.

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
X

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

chris humphrey, director, smith & co

12:35-13:00

expert speaker: tbc

13:00-13:25

fidelity international case study

rod butcher, client experience development lead, fidelity international

Rod Butcher

Fidelity International
X

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

Boots Case Study

Katy Minson, customer experience team, Alliance Healthcare

Katy Minson

Alliance Healthcare
X

Katy Minson

Head of Customer Experience Transformation

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

14:50-15:15

expert speaker: tbc

15:15-15:40

IKEA/TUI case studies

Michael Anderson, director MJA Customer Management

Michael Anderson

MJA Customer Management Ltd
X

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.

15:40-16:10

Coffee and networking break

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2

16:10-16:35

expert speaker: tbc

16:35-17:00

EXPERT SPEAKER: TBC

17:00

question time

17:25

chair’s summary

martin hill-wilson, founder, brainfood consulting

Martin Hill-Wilson

Brainfood Consulting
X

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.

drinks & networking party

08:15-09:00

registration & coffee

09:00-09:10

chair’s introduction

adrian swinscoe, consultant, rare business

Adrian Swinscoe

Consultant
X

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

Pauline Wilson, operations director, Virgin Holidays

Pauline Wilson

Virgin Holidays
X

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

expert speaker: tbc

10:00-10:25

Xercise4less case study

Jon Nasta, director ecommerce and marketing, xercise4less

Jon Nasta

Xercise4Less
X

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.

10:25-10:55

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

10:55-11:20

Sky case study

Derek Mitchell, senior customer insight lead, Sky

Derek Mitchell

Sky
X

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.

11:20-11:45

expert speaker: tbc

11:45-12:10

lego case study

steven lee, senior contact centre operations manager, Lego

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS

12:10-12:35

NHS England case study

Samantha Jones, director, New Care Models, NHS England

Samantha Jones

NHS England
X

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.

12:35-13:00

expert speaker: tbc

13:00-13:25

Coventry Building Society case study

rachel Haworth, customer services director, Coventry Building Society

Rachel Haworth

Coventry Building Society
X

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’.

13:25-14:25

lunch

14:25-14:50

o2 case study

Gareth Turpin, director of customer service and transformation, o2

Gareth Turpin

O2
X

Gareth Turpin

General Manager Customer and Commercial

A results and outcome focussed individual with significant experience in leadership roles across IT, Technology, Customer Service and Sales. I enjoy working in highly pressurised situations in an operational and strategic role utilising my stakeholder management skills and ability to communicate and inspire across all levels of an organisation in order to build successful direct and indirect teams who are motivated to deliver results.

14:50-15:15

expert speaker: tbc

15:15-15:40

TNT case study

Sarah Lander Scott, head of customer experience, TNT

Sarah Lander Scott

TNT UK
X

Sarah Lander Scott

Head of Customer Experience

Motivated, passionate individual experienced in the delivery of Customer Experience strategy.

Proven track record of improving customer satisfaction scores, transformation of business and driving cultural change. Strong ability to report on overall brand experience, drive high employee engagement and identify opportunities strategically, delivering projects to time and cost improving customer satisfaction, loyalty and advocacy.

Engaging natural leader with clear direction and drive for results. Excellent stakeholder management skills and ability to work cross functionally. Tenacious with a great appetite for change, challenging the norm welcoming new ideas and diversity in teams. Great attention to detail with good financial awareness and overall business acumen and a balance of business vs. customer viewpoint.

15:40-16:10

Coffee and networking break

ROBOTICS, ARTIFICIAL INTELLIGENCE AND CUSTOMER ENGAGEMENT

16:10-16:35

expert speaker: tbc

16:35-17:00

expert speaker: tbc

17:00-17:25

question time

17:25-17:30

chair’s closing remarks

adrian swinscoe, consultant, rare business

Adrian Swinscoe

Consultant
X

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

Platinum Sponsors

Bronze 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

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Date: 6th July 2017

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Date: 6th July 2017

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Date: 6th July 2017

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Date: 6th July 2017

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Date: 6th July 2017