23rd February 2017

Future of the Contact Centre Conference

Victoria Park Plaza, London
Register Sponsor

Introduction

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

Contact centres are at a tipping point. Rapid advances in customer and employee facing technology have created a digital world in which contact centres have to adapt and change if they are to successfully deliver a consistent and joined-up customer experience across the customer journey.

Contact centres are ideally placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of the channels they choose to interact with organisations and where the customer journey is ever more complex.

Delivering great employee and customer experiences is recognised at board level globally as one of the key business differentiators driving competitive advantage and the view of the contact centre as being a cost centre is now outdated. Yes the contact centre is indeed at a tipping point and now is the time for organisations to capitalise on their unique position.

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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
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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 organization, 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?

Platinum Sponsors

Gold Sponsors

Silver Sponsors

Bronze Sponsors

Agenda

  • Hall 1
  • Hall 2
  • Focus Groups
  • What's on?
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.

omnichannel customer engagement in the contact centre – Part 1

09:10-09:35

Dixons Carphone Case Study: digital ambitions

jason roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’ support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service.

In this session we will look at the challenges of moving to Digital, balancing the expectations of efficiency and immediate take up with the reality of the need to understand the impact to legacy within your estate.

It is often more difficult to change the understanding and direction of your teams, than it is to introduce the technology, we look at how we engage with your teams and bring them with you as your business moves forwards.

We will also look at the role of the Contact Centre as a Customer Hub for the business, for your teams to become relentless challengers in the support of improving operations, delivering appropriate solutions through empowered and engaged teams.

Jason Roberts

Dixons Carphone
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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.

09:35-10:00

OMNICHOICES ‘We want it all and we want it now

 trevor geraghty, customer contact director,  difference corp

This packed 20 minute session will provide food for thought and practical actions to take away in order to delight today’s demanding customer. I will take you on a journey where you should find parallels in your own businesses and opportunities to delight . We are all in the service business and the client decides how they contact you , when they contact you and what their expectations are. You are not in control any more, your service is measured daily against the best of your competition and how you perform is reported daily via applications such as TrustPilot , TRIP Advisor etc.

Trevor Geraghty

Difference Corporation
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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.

10:00-10:25

panel debate

10:25-10:55

coffee & networking break

evolution of voc and voe in the contact centre

10:55-11:20

Sureflap Case Study: The future of Purr-fect service

Sarah Metcalfe, Head of Customer Service, Sureflap

As the leading provider of intelligent pet products, customer service has been a major focus for SureFlap since day one. Founded in 2008 and now sell in over 20 countries worldwide. The company pride themselves on having a great product backed up by amazing customer service.

Sarah will share how SureFlap have managed their customer service utilising the newest technologies, and achieved their NPS score of 96% and above for 6 consecutive years.

Sarah will provide easy tips on how to provide outstanding customer service, proactive customer service, engaging your employees and share her strategy for supporting products in a connected world.

Sarah is passionate about employee happiness in the workplace and will discuss the positive impact this has on the customer experience.

Sarah Metcalfe

Sureflap
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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.

11:20-11:45

Contact Centres: Resistance is Futile. We are Omni-Channel. You Will Be Assimilated

mark oppermann, ‎EVP Sales & Marketing, webio

Customers are more demanding than ever.  Their engagement expectations have increased exponentially which contact centres are struggling to deal with. The gap between what customers want re engagement and the business capabilities has never been wider and it is time to bridge that gap.

The transition from the traditional contact centre to a digital contact centre hub, moving from voice and SMS to messaging and web chat, to letting AI chatbots work side by side with agents are can be daunting. But is doesn’t have to be.  In this new world of connected customers, the winners will be those who are brave enough to take the first steps and embrace all that technology has to offer.

Mark Oppermann

Webio
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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.

11:45-12:10

BT Case Study: our cx journey

abby thomas, director of transformation and change, BT 

Abby will share BT Consumer’s customer experience journey including how they are engaging and motivating their 10,000 workforce to deliver brilliant customer experiences.

Abby Thomas

BT
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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.

the contact centre and the customer journey

12:10-12:35

amex community stadium case study: An ethos-based approach to 5 star experiences across the customer journey.

nick brice, team brighton lead, amex community stadium

The American Express Community Stadium is a multi-award winning sporting, hospitality and events venue – home to promotion-chasing Brighton & Hove Albion. Since their move from Withdean in 2011, the stadium has won a host of premier awards for most areas of the customer journey, this year already picking up a national award for the experience they give customers and fans living with disability, and in addition their ticket line/customer contact centre is shortlisted for a national award.

The ‘Team Brighton’ programme has been the vehicle by which a customer-driven & team ethos has been established since Day One and this presentation looks at how the stadium has set about engaging and equipping the board, leaders and staff to deliver 5 star experiences across their entire customer journey for the past 6 years.

 

Nick Brice

American Express Community Stadium
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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

12:35-13:00

Proactively Transforming Customer Service at Elmbridge Borough Council

dawn crewe, head of customer service, elmbridge borough council

Elmbridge Borough Council in Surrey is an exemplary public sector customer service case study about providing the highest quality service to the town’s residents. The project is seen as a unique take on Citizen Relationship Management (CRM), ensuring service users are measurably at the heart of everything it does.

Elmbridge started its CRM journey with a vision of a solution that would allow citizens to easily interact with its teams and complete transactions, freeing up staff time without driving up costs. To achieve this, it deployed CRM software, Microsoft Dynamics, and best-of-breed Citizen Relationship Management techniques supported by customer engagement technology provider, VoiceSage. Use of instant polling and on-going building of a database of customer reactions, together with benchmarking via customer metrics, is key to Elmbridge’s take on Citizen Relationship Management, for example.

The solution is the core of Elmbridge’s highly innovative ‘Brilliant Customer Service Every Time’ (BCSET) programme. BCSET, or just ‘Brilliant’, is all about finding out exactly what citizens need so as to make sure Elmbridge can continually monitor and improve services. Key to this project success was the close co-operation between senior management, IT and customer services who worked hand-in-hand to deliver this award-winning service.

Dawn Crewe

Elmbridge Borough Council
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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.

13:00-13:25

panel debate

13:25-14:25

lunch

multichannel contact centre of the future

14:25-14:50

first utility case study: The future growth of Social Service and the value it brings

david neale, Head of Contact Centres, first utility

This presentation will focus on the rise and evolution of social service and the changing contact expectations of customers. A review on why Social Service is important to invest in and what benefits can be expected.

David Neale

First Utility
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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.

14:50-15:15

The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future

arceeb moughal, director of commercial, kura & oonagh mcbride, head of inisoft, inisoft

Customers are increasingly informed about the products and services they have purchased and demand effortless, yet personalised service in real time, using the communication channel and touchpoint of their choice. There is increasing fragmentation in the customer-base and increasingly different demographics want to interact with the same organisation in different ways, but expect parity in the quality of service which is delivered. This session will present the top 5 service strategies identified in new, original research from the CCA in association with Kura and Inisoft.

  1. Personal, empathetic and complex  problem solving
  2. Setting-up people for success
  3. Measuring performance
  4. Be proactive, seize opportunities
  5. Lead from the top down

Arceeb Moughal

Kura
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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.

Oonagh McBride

Inisoft
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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.

15:15-15:40

panel debate

15:40-16:10

coffee & networking break

omnichannel customer engagement – part 2

16:10-16:35

Sky Case Study: How Playing to Strengths can change EVERYTHING in contact centres

danielle macleod, customer service director, sky

Back in 2015 Sky Customer Service decided to revolutionise the way roles are interpreted in their call centres. They introduced a Playing to Strengths model that offered everyone the opportunity to do more of what they shine at.  Two years on, it’s still evolving and changing and the results, in terms of engagement and performance, are enough to ensure that the rest of the organisation is sitting up and taking notice.

Danielle Macleod

Sky
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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.

16:35-17:00

Customer Experience Innovation – The impact of mobile and social messaging channels on customer engagement

shakeel khan, head of imcc alerts, barclays & matt hooper, svp global marketing, imimobile

Mobile and social messaging channels are changing the way consumers want to communicate with companies, which is driving the evolution of voice-centric contact centres into digital customer experience centres that support multiple interaction channels. Here the impact of mobile and social messaging channels on customer engagement is examined and how Barclays UK are using channels such as SMS, Facebook, amongst others across their business to innovate and enhance customer experience.

Shakeel Khan

Barclays
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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.

Matt Hooper

IMIMobile
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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.

17:00-17:25

Disrupting the disrupters – How to attract and retain contact centre talent of the future

carolyn blunt, managing director, ember real results

For some time now we have recognised the impact of generational differences in our workforce. We understood that the ‘job for life’ concept ended with Generation X and that Corporate Social Responsibility (CSR) was as important in attracting Generation Y graduates as pay.

But when it comes to front line contact centre staff do the rules still apply? Is it still the low paid, low skilled, low valued role it always was? Are the best routes to engagement still simply competitive pay and shift flexibility (for some that would be a start!). A decade or two from now will our grandchildren want to work in a contact centre? And if AI succeeds will they even be needed?

In this session contact centre expert Carolyn Blunt will discuss the priorities of our future contact centre colleagues when choosing an employer. Carolyn explores how to nurture the real value that humans will bring to customer experience in a world where change continues apace; and the successful organisations of tomorrow will be disrupting the disrupters of today.

Carolyn Blunt

Ember Real Results
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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.

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

  • What's on?
08:15-09:00

registration & coffee

09:00-09:10

chair’s introduction

tracey shirtcliff, director, the virtu group

Tracey Shirtcliff

The Virtu Group
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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.

CX Innovation and Transformation

09:10-09:35

Virgin Atlantic Case Study: The Need for Speed

Ian Naylor, Vp Global customer service Centres, Virgin Atlantic

This case study will be demonstrating how, by giving people a sense of purpose, and organising work so you can answer the phone quickly, you can drive a virtuous circle of customer, colleague and efficiency benefits.

Ian Naylor

Virgin Atlantic Airways
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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.

09:35-10:00

Alexa – Ask KCOM

darryl beckford, head of digital acceleration, kcom

Our desire for futuristic lives where we are always connected has led many to purchase voice controlled devices, such as the Amazon Echo, for their homes.  Whilst these may be seen as a new way to control home heating, clever light bulbs and everything connected to the “Internet of Things”, is there are wider customer service opportunity?

Darryl will explore how we can use these devices to offer new, low-effort, experiences for our customers, whilst avoiding the pitfalls of voice recognition of old. We will take a look at how you align and integrate these experiences with your other sales and service channels, and discuss what customers will really want to do with them. Finally, Darryl will provide a window into how this technology will expand into our everyday lives in ways that we can’t currently imagine.

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.

10:00-10:25

Make It Cheaper Case Study: a commitment to making our customers smile

Danni Rush, customer experience director & sam reynolds, marketing director, Make It Cheaper

In a world of big budget price comparison websites and new entrants into the intermediary market, how has Make It Cheaper – a voice led business – continued to stand out from the crowd? Simple, a commitment to making their customers smile at every step of the journey!

Their mission is to put a smile of the faces of British businesses by making switching and saving on utilities hassle free. Make It Cheaper will share their journey to making their customers smile and demonstrate how co-creation – customer centricity at its best – has defined its future contact centre strategy delivery through innovation, technology, culture change and much more!

Danni Rush

Make It Cheaper
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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!

Sam Reynolds

Make it Cheaper
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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.

 

10:25-10:55

coffee & networking break

Big Data, Customer Insight and Analytics

10:55-11:20

Atom Bank Case Study: Making What Matters Most Better…

Michael Sherwood, Head of Customer Experience, Atom Bank

Atom, the UK’s 1st mobile only Bank, went live in April 2016 with a Fixed Saver product and an APP experience that was to some, industry leading and to others, polarising.

Michael will talk through the Bank’s 1st 9 months and how Atom put in place a Voice of the Customer program, to understand what really mattered to customers and make what mattered most, better…

Michael Sherwood

Atom Bank
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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.

11:20-11:45

Innovation, disruption, investment…. where to start?

simon foot, director, ember services

Simon will share Ember perspectives on what they see as exciting and innovative developments affecting customer engagements and what this means for contact centres in the future. As always you can rely on Ember to focus on the practical realities and considerations to help you evaluate and deliver the right changes for your organisations.  Drawing on examples and case studies from those who have done it, as well as recent research that Ember has undertaken, Simon will provide some thinking on what organisations that successfully embrace disruption opportunities are doing and how these initiatives are capitalised on.

Simon has been involved in the customer management industry for over 20 years – as both an operations practitioner and an advisor to major brands globally. He is a regular presenter and trusted industry commentator, being voted amongst the industry’s most influential voices in 2015/16.  As an Ember Director, Simon has worked with some of the UK’s most significant brands to help them navigate through the complexity of defining and delivering technology led transformations to elevate the customer experience.  In his spare time Simon is a keen golfer, football fan and family man, all of which involve far too much shouting these days!

Simon Foot

Ember Services
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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 organization, Simon combines a solid technology understanding with a real world pragmatism which has the customer at its heart.

CX Service Design in the Contact Centre

 

11:45-12:10

Using Voice of Customer to Drive Service Design

james elliot, head of operations support, bupa global & lisa garthside, director, customer experience management, Confirmit

In this session, Lisa and James will discuss the actions taken to improve service in Bupa Global contact centres across Europe, the Middle East and Asia. They will talk about how the feedback from customers has enabled improved engagement from contact centre staff as well as providing a better experience for customers. They will also discuss best practices in surveying customers in a multi-national contact centre and the cultural change that has been driven by the customer feedback.

James Elliot

BUPA Global
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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.

Lisa Garthside

Confirmit
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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.

12:10-12:35

Everyone else is becoming more agile but why isn’t the contact centre?

adrian swinscoe, consultant, rare business & joel bailey, director, livework

Many organisations are going through a customer experience and digital transformation and are doing so by adopting more agile ways of working. However, most of the agile teams and initiatives seem to be digital and technology focused. Why hasn’t agile hit the contact centre yet? What could happen if contact centres become more agile in their approach? And, is it possible to make contact centres more agile whilst still moving the key metrics that matter to the business? This seminar will answer those questions, share some stories about ‘pockets’ of agile excellence in contact centres and show how contact contest can become more agile and deliver greater value to the customer throughout their journey through the use of approaches like agile, service design and systems thinking.

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

Joel Bailey

Livework London
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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.

12:35-13:00

Building a Contact Centre Fit for 2020 and Beyond

dave thomson, Principal Solution Engineer – Service Cloud, salesforce

In today’s digital world, service agents are more important than ever before. The contact centre plays an imperative role in a customers end-to-end journey with a brand, and it’s the service agents who hold the power to impact customer satisfaction. It is crucial to empower service agents with technology that enables the right mix of proactive, self, and assisted service. With the emergence of IoT and Artificial Intelligence, organisations can harness the power of proactive service, to create optimal customer experiences. Join this session and learn how to focus on ease, effectiveness and emotion to improve the IQ and EQ of your Contact Centre.

Dave Thomson

Salesforce
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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.

13:00-13:25

m&s case study: Simple changes add up!  Bringing the personal touch to non-face to face service at M&S

jo kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S

In an increasingly digital world where automation becomes more prevalent customers say they’d like a personal service.  This presents challenges to the way established contact centres operate and develop, particularly where legacy systems and processes underpin the way business is done.  Simply applying technology or training or asking people to think differently is not enough on its own – it needs a little magic. This a challenge that M&S is rising to; why not come along and see what they are doing and how they are getting on?

Jo Kirkham

M&S
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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.

13:25-14:25

lunch

Artificial Intelligence & Robotics in the contact centre

14:25-15:00

RBS Case Study: Call Centre Excellence: Listening to the voice of our customers in the data age

Nick Muir, Senior Analytics Manager, RBS

At RBS, our call centre environment is a finely tuned operation with an ever increasing focus on cost and efficiency, yet still delivering an exceptional level of service to customers that drives our organisation’s commercial ambitions.

You will hear how we employ innovative ways in which to overlay data with human behaviour to inform and shape our telephony operation and drive commercial value. We will also share some examples of where we are sourcing and integrating new tools to, not only improve our telephony service to customers, but to use the extensive volume of data captured through our 21m calls per annum, to improve our products, services, and customer journey’s in every aspect of our business.

Nick Muir

RBS
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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

15:00-15:40

Implementing the internet of things in practice and what your company can learn immediately

peter massey, director, budd

Peter will outline the following:

  • Using the internet of bitsnpieces
  • Buying, installing and using the internet of things – personal experiences
  • Lessons for the human-machine interface
  • What it takes to design human-machine interfaces that work and why it’s already vital

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.

15:40-16:10

coffee & networking break

chatbots, webchat & virtual assistants

16:10-16:35

Nudging chatbots

colin strong, global head of behavioural science, ipsos

An increasingly digital experience has a vast range of new opportunities for brands to optimise customer engagement.  But today we are on the cusp of what we are calling the ‘mind economy’. This reflects the way in which we are now able to personalise the customer experience by leveraging insights about consumers inner lives from their behavioural / transaction data. Chatbots will increasingly be used to  delivering psychological personalisation at scale with very direct benefits for brands and consumers alike.  We present our vision and ways in which brands can start making their first steps in this space.

 

Colin Strong

Ipsos
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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.

16:35-17:00

Talking points Keynote: Chatbots!

wim rampen, chief marketing officer, cx company

In his talk Wim Rampen will offer a fresh, down to earth perspective on the chatbot hype. He will make sense of the state of Artificial Intelligence and Machine learning and what it currently can and cannot do for companies that seek to automate (parts of) their customer journeys and optimize the online customer experience. Wim will dive into how to develop an effective Customer experience strategy that answers where, when and how to leverage chatbots, pro-active notifications and in-app engagement to drive reduction of cost-to-serve, self-service adoption and overall customer engagement. And of course, Wim will show use cases that prove this is not fiction, but reality.

Wim Rampen

CX Company
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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.

17:00-17:25

panel debate

17:25-17:30

chair’s summary

tracey shirtcliff, director, the virtu group

Tracey Shirtcliff

The Virtu Group
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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.

17:30

drinks & networking

10:55-12:10

Delivering Operational excellence in chat

sarah leff, operations director & tina squire, support director, interact

Setting up a chat operation can seem daunting and knowing what KPIs matter when you manage chat vs. voice activity is very different. Interact manage successful sales and service chat operations across brands like BT, Plusnet, The Times & The Sunday Times and Nintendo. In this session we will be looking at what you should think about to ensure that you utilise your chat channel optimally in relation to your KPIs. We’ll discuss best practice on chat and how they differ from voice and why.

  • What makes a great customer experience on chat
  • How can you use chat for sales and what is the ROI
  • Technology is key but what do you need to consider when choosing your technology partner
  • We will also touch on best practice around training, opening hours and language
  • Should you consider bots or AI, how do they fit in and wherein lies the future of chat

Sarah Leff

Interact
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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.

Tina Squire

Interact
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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

12:10-13:25

PCI Compliance – Everything you ever wanted to know, but were afraid to ask

Brian Pennington, regional sales director, coalfire systems & Tom Davies, director of development, ultracomms

Paying for goods and services remotely today is the norm. We’ve all given our payment card details over the phone, and have probably all wondered how safe it really was to do so.

Every contact centre that accepts credit and debit card payments over the telephone should be PCI DSS compliant. But what does that really mean? And how can customers be sure that their card data is completely safe?

Ultracomms gives some guidance on navigating the complex world of PCI compliance, from a customer’s point of view.

Brian Pennington

Coalfire Systems
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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

Tom Davies

Ultracomms
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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.

14:25-15:40

The Evolution of the Contact Centre

neil titcomb, commercial sales director uki, genesys

Consumer behaviour is rapidly changing in today’s always-on digital world. The proliferation of smart phones, social media, email, and high-tech availability means your customer is likely interacting with your brand on a number of different devices via a vast array of channels. But what your customers seek is a seamless brand experience across all channels so their questions get answered and issues get resolved – quickly and with unprecedented ease.

Join Neil Titcomb as he shares the latest developments in omnichannel customer engagement and real life experiences from successful customer organisations.

Neil Titcomb

Genesys
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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

Location

Website-location

23 February 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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