22nd February 2018

Future of the Contact Centre Conference

Victoria Park Plaza, London
Register Sponsor

2017 Highlights Video

Overview

Contact centres are ideally placed to become the beating heart of an organisation

OUR FUTURE OF THE CONTACT CENTRE CONFERENCE IS ATTENDED BY MORE THAN 350 DELEGATES – AND HAILED BY ALL AS A TRULY WORLD CLASS EVENT

Our Future of the Contact Centre Conference has been hailed as the UK’s biggest and best event of its kind – truly world class. And with case study presentations from the likes of Virgin Atlantic, Dixons Carphone, M&S, Sky, AMEX, BT and Bupa you can see why. For those of you who attended and want to relive the day you can enjoy a short highlights video that captures the essence of the day – and for those of you who did not then you can see exactly what you missed and ensure you register for next year!

Click to VIEW the Future of the Contact Centre Conference highlights video

For those who want a personalised take on the day here’s a blog from conference chair Martin Hill-Wilson.

Never one to rest on our laurels here at Engage Customer we are now turning our attention to the next conference, our Customer Engagement Transformation Conference on July 6. This case study driven CPD accredited conference will include stories of transformation from the likes of Virgin Holidays, Boots, Hive, O2, Lloyds Banking Group, Direct Line and NHS England. Look forward to seeing you there.

What to expect

Engage Customer will be examining the issues and challenges that face contact centres in our Future of the Contact Centre Conference. This will include:

  • A focus on the plethora of new technologies that are driving the contact centre forward including Robotics and AI
  • The key link between engaged employees, customers and performance
  • How insight and analytics can deliver consistent customer experience
  • How the contact centre is pivotal to delivering – or not – on the brand promise
  • The rapidly changing dynamics between self-service, social and voice contact
  • The transformation of the role of contact centre agents in a digital world
  • Where the contact centre fits into the customer journey and service design
Register Now for this Conference

Topic Streams

Artificial Intelligence & Robotics in the Contact Centre
Big Data, Customer Insight and Analytics
CX Innovation and Transformation
The Contact Centre & The Customer Journey
Omnichannel Customer Engagement – Part 1 and 2
Evolution of VOE & VOE in the Contact Centre
Chatbots, Webchat and Virtual Assistants
CX Service Design in the Contact Centre
Multichannel Contact Centre of the Future

Quick Facts

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Speakers

Abby Thomas

BT

Jason Roberts

Dixons Carphone

Ian Naylor

Virgin Atlantic Airways

Nick Muir

RBS

Jo Kirkham

M&S

David Neale

First Utility

Danielle Macleod

Sky

Michael Sherwood

Atom Bank

Danni Rush

Make It Cheaper

Sarah Metcalfe

Sureflap

Nick Brice

American Express Community Stadium

Carolyn Blunt

Ember Real Results

Colin Strong

Ipsos

Adrian Swinscoe

Consultant

Martin Hill-Wilson

Brainfood Consulting

Dawn Crewe

Elmbridge Borough Council

Tracey Shirtcliff

The Virtu Group

Peter Massey

Budd

Simon Foot

Ember Services

Mark Oppermann

Webio

Darryl Beckford

KCOM

Arceeb Moughal

Kura

Oonagh McBride

Inisoft

Neil Titcomb

Genesys

Trevor Geraghty

Difference Corporation

Dave Thomson

Salesforce

James Elliot

BUPA Global

Sam Reynolds

Make it Cheaper

Lisa Garthside

Confirmit

Wim Rampen

CX Company

Shakeel Khan

Barclays

Matt Hooper

IMIMobile

Joel Bailey

Livework London

Sarah Leff

Interact

Brian Pennington

Coalfire Systems

Tom Davies

Ultracomms

Tina Squire

Interact
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Abby Thomas

Director of Transformation and Change

Abby Thomas, Director of Transformation, is leading the transformation of customer experience across BT Consumer. She is responsible for improving the customer experience through new product development and launches, digital transformation, and operating model, process and systems innovation.

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Jason Roberts

Head of Knowhow Customer Contact Centre

An engaging speaker who brings to life is knowledge and experience gathered from his long career in retail and the Contact Centre arena, with a real passion to drive change across the industry reflecting a positive outlook for the sector.

Known for focusing on changing the language of the industry to no longer work in an average way, Jason is keen that we ensure we are delivering appropriate outcomes for our customers and building great opportunities to those who bring success to the industry, our colleagues.

A strong leader, who relishes the opportunity to drive engagement and change in challenging environments, supporting his colleagues to drive improvements in service. He has a clear understanding of the value of Customer insight and Colleague communication whilst balancing cost and the needs of business.

Jason also sits as a member of the CCA Standards Review board, influencing and developing future standards.

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Ian Naylor

Vice President Contact Centres

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

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Nick Muir

Senior Analytics Manager

▪ 11 years Managerial experience in global financial institution
▪ Strong senior leadership experience of managing and coaching highly skilled teams, delivering at a departmental and organisational level, and enhancing capability of others. RBS Leadership accreditation and established business coach for new Bank Graduates
▪ 8 years Incident and Crisis Management experience in global financial institution, including all aspects of response (IT, Operational, Risk, Regulatory, Communications)
▪ Experience in leading Senior Executive level incident response meetings
▪ Strong stakeholder management capability (internal and external) with success in developing key relationships that deliver financial and operational success
▪ Expereince in delivering commercial success through the use of data driven analysis and personalised customer engagements
▪ Extensive knowledge across the Banking sector with strong experience in Operations, Retail Banking, Corporate & Commercial Banking, and Payment Services / Schemes
▪ Experience working as part of strategic, industry, and regulatory led project implementations
▪ Ability to work successfully in a challenging and high pressure environment, simplifying complex issues and finding solutions
▪ Experienced in embedding and sustaining improvement, including operational experience in the deployment of LEAN methodologies
▪ Experience of delivering change using waterfall and agile methodologies
▪ Excellent communicator, oral and written, presenting to a wide range of audiences and organisational levels

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Jo Kirkham

Head of Customer Sales and Service Centre Experience

Jo brings 20 years of retail and hospitality experience to her current role improving experiences in M&S. With one eye on customer, digital and marketplace trends Jo works across teams in M&S to ensure that Customer Sales and Service Centres (CSSCs) will always be able to serve customers anywhere, anytime, in the way they want to interact. She and her team use the rich information available in CSSCs to influence changes to business process, policies and attitudes that detract from the customer experience.

Jo has always had a passion for all things ‘customer’.  Previous roles (amongst many) as a Store Manager, Regional Pub Manager, CSSC Operations Manager and a Transformation Manager have strengthened her belief that the only place for a customer is at the heart of the business.

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David Neale

Head of Contact Centres

David is a multi-award winning leader with over 15 years experience within a number of of FTSE 50 and challenger companies in both B2C and B2C environments, specialising in utilities. In 2016, awards and recognition have ranged from being crowned Customer Service of the Year, Silver Winner at the European Contact Centre and Service Awards for Social Customer Service, finalist for Utility of the Year and Team of the Year and Customer Engagement at the Utility Week Awards.

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Danielle Macleod

Customer Service Director

Danielle has been with Sky since 2006.  A passionate leader of people she has held roles in HR, Change and Project Management and latterly, as Director of Service Operations and Customer Service Director, responsible for over 8000 people in call centres in the UK, India and Bulgaria.  She wholeheartedly believes in a working environment where people are encouraged to fulfil their potential and has made it her mission to change the we lead and deliver in Customer Contact Centres.

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Michael Sherwood

Head of Customer Experience

Michael is a national awarding winning customer experience professional, with an 18 year track record leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank & Virgin Money.

Michael’s current role is Head of Customer Experience for digital only fintech start up, Atom Bank.

With a unique combination of insight, CX and operational positions, Michael has a 360 degree view of what it takes to design and deliver industry disrupting customer experiences.

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Danni Rush

Head of Service

I am passionate about customer experience – driving revenue and profit growth alongside NPS and eNPS  –  ensuring the culture and behaviours of the people in my teams strive for best in class.  With the customer being centric to any sustainable business strategy and the focus being on the specialist service as well as the products that businesses provide, the pressure is on for every touch point to deliver on all levels.

At Make it Cheaper we say we will put a smile on the face of businesses, by helping them save time and money – hassle free! We are committed to making sure this is delivered, in all channels, at all times, consistently – we are not there yet but we have our foot firmly on the gas!

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Sarah Metcalfe

Head of Customer Service

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

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

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Nick Brice

Team Brighton Lead

Nick is L&D Partner for the American Express Community Stadium – creating and leading a multi-award winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies!

Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multi-nationals in San Francisco, Milan, Rome, Sofia.  Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul.

The Team Brighton programme is the first-ever development programme to win three Gold National Training Journal Awards for Change Management, Leadership Development & Learning Partnership

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Carolyn Blunt

Managing Director

Carolyn Blunt is Managing Director of Ember Real Results. At Real Results we are in the business of delivering lasting performance improvement through bespoke training and coaching. We design and deliver creative, award-winning solutions that generate measurable improvements. As part of the Ember Group we are immersed in contact centre expertise, and help our clients acquire the skills they need to grow – from agent performance to leadership and management solutions. We have over a decade of experience and ideas for you to tap into that guarantee real results with your investment. Visit www.emberrealresults.com for more information.

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Colin Strong

Global Head of Behavioural Science

Colin Strong is the Global Head of Behavioural Science at Ipsos. He has a background in applying behavioural science to client challenges across a range of market categories. He is well known for his work in technology and has taken an active position in the debate on Big Data and its potential for the market research industry. Colin’s book, “Humanizing Big Data” explores the opportunities that lie at the intersection of data, behavioural science and market research.

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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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Dawn Crewe

Head of Customer Service

Dawn is Head of Customer Service at Elmbridge Borough Council where she is responsible for leading a customer transformation programme providing a centralised customer service function; re-designed business processes; increasing channel shift and high customer satisfaction. Dawn is accountable for the customer service function which employs 30 staff,  handles customer contact activity of 150,000+ calls per year, 30,000 visitor enquiries and 65,000 transactions with a £1.5 million budget.  Prior to Elmbridge, Dawn served for eight years as  head of customer service at London Borough of Richmond Upon Thames.

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Tracey Shirtcliff

CEO AND FOUNDER

Tracey is an entrepreneur and Technology driver.  She has a first class master’s degree in Marketing, and is passionate about what technology can do for customers and businesses alike.

Tracey cut her teeth in technology, enabling Forte Hotels with their first generation web presence, as the head of Electronic marketing.  She went on to run a creative tech Agency working in content, well before the mantra of ‘content is king’ was coined.  She delivered content and digital strategies for the likes of loot.com, BskyB, Forte hotels, and BT.

She has launched two tech offerings for Royal Bank of Scotland, a B2B electronic Digital identity product, TrustAssured, and FastPay for NatWest.  FastPay, was an online and mobile payment platform.  These two offerings were undertaken well before, it was seen as key to engage customers with clever technology solutions, to drive brand value.

Tracey founded, built and sold a software business that provided award winning software to the creative industry, to better improve process and delivery for clients.   Traffic LIVE had offices in London, Sydney and New York, and were the chosen workflow provider for WPP, Aegis and IPG, and supported iconic brands like McCann, Isobar, Wunderman, Y&R, and FITCH.  The Secret to her success, in her own words is to ‘surprise and delight the customer with clever technology engagement’.

She has recently founded another software business, The Virtu Group, which focuses on Big-data metrics for Agencies.  Scope the first product user’s data from over a million and a half projects and jobs to allow the agency to better estimates on costing and scopes of work.   This process is currently done manually with tools like excel and email.

She is regularly a judge on Tech Accelerator programmes and has even been asked to run one.   Tracey understands the challenges of technology and engaging customers and loves writing about herself in the third person.

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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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Simon Foot

Consulting Director

Simon has spent 20 years working in Customer centric roles. He joined Ember in 2012 and has been involved in numerous projects designing and implementing operating models at a strategic, operational and technological level. A particular area of expertise is in channel optimisation and the implementation of digital initiatives.

Simon has held senior consulting roles with IBM, CM Insight and Verint Consulting. He was appointed Director of Training, Consulting and Speech Analytics for Verint in 2011. Simon’s client successes cover transformation programmes for many of the UK’s top brands across multiple sector’s including BT, Tesco, British Airways and Camelot.

Earlier in his career, he spent several years working in the water industry and later joined BBC TV Licensing, where he was responsible for customer experience delivery in the outsourced contact centre operation that managed the collection and enforcement of the TV licence fee.

Whilst with IBM, Simon was lead Solution Architect for a number of multi-million pound outsourcing contracts working with a global toolkit of multi-channel technology and outsourcing model’s.

Passionate about understanding and enhancing the customer experience whilst driving commercial benefit for the organisation, Simon combines a solid technology understanding with a real world pragmatism which has the customer at its heart.

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Mark Oppermann

EVP Sales & Marketing

Mark has over 20 years’ experience in delivering transformational communication solutions for global brands in Retail, Banking & Finance and Utilities.  A regular speaker at industry events, specialising in Enterprise Customer Engagement and how to maximise the value of customer communications today and into the future.

His background includes Sales, Marketing and General Management roles at Pitney Bowes and Managing Director of Netcom Communications which rose to become market leader in just over 3 years.  For over 12 years, Mark has worked with the Webio Executive Team in deploying cutting-edge Enterprise customer communication solutions.

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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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Arceeb Moughal

Director of Commercial

Arceeb has 17 years experience in the Outsourcing industry working with varied clients across public, private and third sectors. Arceeb believes in straightforward relationships, and knows that through strong client partnerships we unleash the potential of people to deliver outstanding results.

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Oonagh McBride

Head of Inisoft

Oonagh joined Inisoft as a software developer in 1997 and worked in increasingly customer focussed roles until becoming head of the company in 2015. Oonagh believes in developing software that works for real people, with every feature designed to solve real problems. Inisoft’s agent desktop software, Syntelate presents a simple interface to the advisor which allows them to concentrate on the customer rather than the technology.

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Neil Titcomb

Commercial Account Director UKI

A passionate evangelist in the pursuit of exceptional Customer Experiences, Neil brings over 18 years of experience in the Contact Centre, Shared Services and Customer Experience environment to Genesys. As the Account Director for UK & Ireland, Neil is responsible driving revenue through all channels for Genesys across the three core solutions; PureCloud, PureConnect and PureEngage. Neil is passionate about creating great customer experiences and works very closely with clients to ensure they put our solutions to the best use to transform their own customer experiences and differentiate. Neil is uniquely placed having worked for both Interactive Intelligence and Genesys over the last 10 years.

Read more at: https://uk.linkedin.com/in/neiltitcomb

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Trevor Geraghty

Owner

Trevor Geraghty has a considerable commercial background with over 20 years’ experience in consulting and technology  coupled with a fundamental understanding of the importance of open communication across successful organisations, he has worked internationally with some of the world’s leading players in the communications space.   From their beginnings in 2002  Trevor has been an integral part of the team at Difference Corporation and has overseen the organisation evolve from being a boutique technology consulting firm to a leading service provider to the call centre and leisure sector.  He is well networked in the technology and recruitment sectors  ,Trevor has comprehensive commercial experience gained in the telecoms and information technology industries, working for organisations such as Cable & Wireless , Madge Networks, 02 and the US Department of Defence in several European countries.Trevor has provided consultancy services to some 80-technology companies, including Vodafone, Cisco, and Reuters. He  is an active member of International Round Table.

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Dave Thomson

Principal Solution Engineer – Service Cloud

Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and he has spoken at over 300 events and visited over 500 contact centres in Europe, America, Africa and Asia.

Since joining Salesforce.com in January 2012, Dave has been helping companies build service solutions that meet the needs of digital customers – who are increasingly multi-channel, multi-device, social and mobile. Dave’s most recent speaking engagement was speaking on “The Future of Customer Service” at the Turkey Call Centre Expo in Istanbul in October. He has also led service design workshops recently in Scotland, Ukraine, South Africa, Swaziland and Zambia.

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James Elliot

Head of Operations Support

James is an MI consultant with over 10 years’ experience in operational management, and the design of MI and analytical systems for some of the UK’s leading financial institutions. For the past 5 years, he has worked with various organisations to help combine and rationalise their complex data sources to enable an automated flow of succinct information to decision makers.

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Sam Reynolds

Marketing Director

Sam is an award-winning Marketing Director at Make It Cheaper; charged with putting a smile on the faces of UK SME’s through switching & saving on their business costs. His role bridges fast growth customer acquisition, increasing multi-product adoption and innovating through growing delegated authority services – all driven through investment in customer experience excellence.

Prior to Make It Cheaper, he spent 14 years working across large global businesses and fast-growth start up’s alike in the UK, India & US. Having spent 3 years working as a VP of Product & Marketing in India, he lived through some spectacular (and sometimes not so spectacular) contact centre & customer engagement experiences.

 

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Lisa Garthside

Director, Customer Experience Management

Lisa joined Confirmit in 2014, having spent over 20 years in Market Research, the last five of which have focused on customer experience. Lisa has worked across a range of sectors and has a good understanding of technology, finance and leisure as well as considerable experience of both B2C and B2B markets. Lisa has a focus on ensuring we ask the right people the right questions to provide real, usable information. She enjoys working with clients to ensure that the data they use to make business decisions is not only trusted and reliable but also actionable.

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Wim Rampen

Chief Marketing Officer

Wim Rampen is a seasoned marketing executive with 20 years’ experience in the field of Customer Service, Customer Experience and Marketing for enterprises in Banking & Insurance, Energy, Telco and E-commerce. In the past six years, before joining CX Company last January, Wim has been responsible for digital customer experience transformation initiatives and programs at Dutch Insurance companies OHRA and Delta Lloyd. Before that, Wim lead large-scale Customer Experience improvement projects in Health insurance, Telco and Banking as self-employed Consultant. At CX Company, Wim is responsible for marketing strategy, positioning and product roadmap development.

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Shakeel Khan

Head of IMCC Alerts

Shakeel has worked with Barclays for 12 years, primarily covering data and analytics. He is now leading on the development and delivery of mobile and digital communications for Barclays.

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Matt Hooper

SVP Global Marketing

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing, customer experience, product management and business development. He joined IMImobile having spent the last 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.

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Joel Bailey

Director

Joel Bailey is an experienced Service Designer, with 15 years experience helping clients create customer experiences that drive sustainable profit. Joel is Director of Livework London, the independent pioneer of service design, and previously held spent five years as Director of Service Design at Capita, working on multichannel design projects for the BBC, O2 and Ministry of Defence. He enjoys applying design creativity, practical customer-centred methods and business strategy to help organisations make the most from the digital wave, and the next wave to come.

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Sarah Leff

Operations Director

Sarah Leff, co-founder and Operations Director at Interact, has twelve years’ experience in the contact centre industry. She is responsible for the day-to-day leadership and general management of omni-channel inbound and outbound sales and customer service campaigns. Prior to joining Interact, Sarah served primarily in account management and operations at BPS, the UK subsidiary of Teleperformance, managing large multi-site campaigns both on and off-shore. Sarah’s experience has involved running webchat campaigns in conjunction with phone and e-mail channels improving customer acquisition, retention and loyalty while developing customer insight for Interact’s blue chip clients.

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Brian Pennington

Regional Sales Director

A highly successful Sales and Business Development professional with over 30 years’ experience in the IT Industry.

A wealth of sales, marketing and commercial experience.

A self-motivated and results orientated individual with an extensive knowledge of the UK IT Market.

Skills and experiences include:-
• Sales from cold call to invoice and then repeat invoices through professional management
• Marketing campaigns, design, implementation, follow through and results management
• IT Security – all aspects including content, mobile and voice
• Vendor & Alliance management, solution and proposition management inc. contracts
• P&L responsibility and management including Cash flow management
• Compliance, e.g. Data Protection Act, PCI, PA DSS, P2Pe, HIPAA, SOC, extensive knowledge of what it takes a to achieve and maintain compliance
• Cloud Integration, Migration & Mgt of a variety of cloud based solutions inc Security, SaaS, etc.
• Security and Compliance Policy, Procedure and Process development & management
• Risk mitigation and reduction solutions. Extensive knowledge of the Cyber Insurance industry and what is needed to ensure that the right policy is offered to the right people.

Specialties: Thought leadership round tables/discussions and presentations on IT security, compliance and the cloud. Extensive knowledge of IT Security and Network solutions and services from the leading vendors, including dozens of certificates. Sales Director, Business Development Director, BDM, BDD, technical and business risk assessments, marketing, seminar & webinar management and presentations.

Governance, Risk and Compliance, for example;: PCI Data Security Standard (PCI DSS), PCI PA DSS, P2PE, ISO27001, Gramm-Leach-Bliley Act (GLBA), HIPAA, HITRUST, NERC CIP, Sarbanes-Oxley, FedRAMP 3PAO, FISMA, etc

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Tom Davies

Head of Development

Tom heads up Research and Development at Ultracomms. With a background in Electronic and Software Engineering, Tom co-founded Ultracomms in 2004, building the first cloud contact centre service offering in Europe. In 2007, Tom lead the team that developed the Ultracomms PCI ProTM; product portfolio in response to the emerging PCI standards, and has since worked with Ultracomms customers and QSA partners to secure their contact centre payment processes. Tom helped Ultracomms achieve their own PCI DSS Level 1 Service Provider status for delivering contact centre services from the cloud in 2016. Tom has accumulated a wealth of experience across both the Contact Centre and PCI DSS spectrum.

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Tina Squire

Support Director

Tina Squire, Support Director at Interact, is passionate about delivering great customer journeys through digital channels. She has 17 years of operational management and contact centre experience focusing primarily on delivering an excellent digital customer experience journey. Working with brands such as BT and Plusnet Tina has driven unprecedented improvements in both quantitative and qualitative performance. Running dedicated, multilingual social media teams for Philips has given her extensive experience in chat, social media and social listening through both customer service and sales across both B2C and B2B.

A true operational whizz, Tina enjoys applying all of her accumulated experience to the latest trends in contact centres to lead the next wave in contact centre evolution.

https://uk.linkedin.com/in/tinasquire

Previous delegates

CHANGING THE FUTURE OF SOME OF THE WORLD'S LARGEST BRANDS

• Abel And Cole • Actionaid • All Clear Insurance • Amex Community Stadium • Aviva • Bank Of Ireland • Barclays • British Gas • British Gas Residential Energy • BT • BUPA • Certas • Charles Trywhitt • Chaucer Direct • Compliance3 • Curium Solutions • DAS Legal • Deloitte
• Devon and Cornwall Police • Digital Genius • Direct Line Group • DMG Media • Eishtec • Electricity North West • Engage For Success
• Essex & Suffolk Water • Financial Conduct Authority • Financial Times • First Rate • Gamma • GLH Hotels • Global Freight Solutions • Golf Breaks • Homeserve  • Icaew • Intercall Europe • JAYWING • JD Sports • London Borough of Enfield Council • LV= • Mail Newspapers
• Make It Cheaper • Manx Telecom Plc • Maplin Electronics • Marks and Spencer • National Savings and Investments • NCFE • News UK
• NFUM • NS&I • OpenContact • Pearson • Post Office • Severn Trent Water • Signet • Southern Water • Southwark Council • SPD Development Company Ltd • Staples • Sutherland Global Services • Thames Valley Police • The Co-Operative Bank • Three • Transport for London  • Trusted Shops • Ulster University • Unilever • United Utilities • University of Central Lancashire • Walker Crips • Wessex Water
• Which?

2017 Platinum Sponsors

2017 Gold Sponsors

2017 Silver Sponsors

2017 Bronze Sponsors

Location

Website-location

22 February 2018
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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2 TICKETS

  • End User Registration
  • Access to all seminar streams
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

SAVE: 16%

£995 +VAT £199 Order now

Date: 22nd February 2018

Silver

5 TICKETS

  • End User Registration
  • Access to all seminar streams
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

SAVE: 33%

£1995 +VAT £399 Order now

Date: 22nd February 2018

Annual

FESTIVAL PASS

Annual Subscription providing access for 1 person to EVERY conference for 12 months.

ANNUAL SUBSCRIPTION:

Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

EACH:

£995 +VAT £199 Order now

Date: 22nd February 2018

Supplier

1 TICKET

  • Industry/Service Provider
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library
£1495 +VAT £299.00 Order now

Date: 22nd February 2018