08th November 2016

Customer Engagement Summit 2016

Westminster Park Plaza Hotel, London
Register Sponsor

Customer Engagement Summit 2016

Europe's biggest customer and employee engagement event

it’s back and bigger than ever – click here to claim your early-bird discount!

NEW VENUE | 900+ DELEGATES | 80+ SPEAKERS | CHIEF EXEC KEYNOTES | 4 SEMINAR HALLS | ROUNDTABLES

Our 2016 flagship Customer Engagement Summit is set to be our biggest and best yet – with more world class case studies than ever before, more delegates than ever before and a new, bigger venue.

And this year Europe’s largest event of its kind is being held on the same day as our inaugural Engage Awards – the only customer and employee engagement Awards.

This year’s Customer Engagement Summit is to be held on November 8 at the Park Plaza Westminster Hotel, one of the biggest and most iconic conference hotel venues in London and just across the river from the Houses of Parliament.

The  plenary presentations will be dominated by case studies from those at the very top of their organisations, and in keeping with the Engage Awards on the same evening, the theme will be one very close to our hearts – the business critical imperative of recognising that linking our people more closely to our customers is the key to world class customer experience, employee performance and profitability.

This marrying up of our people and our customers will be reflected in the fact that one of our four conference halls this year will be dedicated entirely to themes relating to Employee Engagement.

So the scene is set for a fantastic day on November 8 with our fifth Customer Engagement Summit and our inaugural Engage Awards under the same roof and on the same day.

VIEW 2015 PICTURE GALLERY                                      VIEW 2015 AGENDA SUMMARY

TECHNOLOGY THE GREAT ENABLER

The overarching theme for our flagship Customer Engagement Summit 2016 is how rapid advances in technology are transforming the customer and employee engagement landscape.

Building on our 2015 Summit theme focussing on the rise of Robotics, Automation, Internet of Things and Artificial Intelligence, this year we will be highlighting how existing and fast developing technologies across the spectrum are shaping relationships with our customers and our people.

We will focus on those organisations that are best using these new technologies to innovate and implement world class customer and employee engagement and experience strategies for competitive advantage.

Delegates this year will leave our Summit armed with all the tools they need to succeed in a world where this accelerating technology-led pace of change will leave those who do not innovate and transform behind.

Topic Streams

The following topic streams will be taking place across 4 seminar halls:

  • Evolution of Voice of the Customer
  • Strategies for the Customer Journey
  • Customer Engagement Transformation (Part 1 and 2)
  • Customer Engagement in FS (Part 1 and 2)
  • Customer Engagement in Retail (Part 1 and 2)
  • Internet of Things
  • Artificial Intelligence and Robotics
  • Customer Data Security and Privacy
  • Future of the Contact Centre
  • Engaging with the Digital Customer
  • Innovative and Disruptive Strategies in CX
  • The Rise of CX Service Design
  • Employee and Customer Engagement
  • Employee Recognition, Reward & Retention
  • Evolution of the Voice of the Employee
  • Future of Work
  • Learning and Development

Keynote Speakers

CES speakers

Meet your Hall Chairs

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
Cathy Brown

Cathy Brown

Engage for Success
Mike Havard 440x440

Mike Havard

Ember Services
Andrew McMillan

Andrew McMillan

Engaging Service
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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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Cathy Brown

Executive Director

Currently the Exec Director for Engage for Success, Cathy has wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, she recognises the importance of values, good management, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.

As a long time public speaker & spokesperson for Engage for Success, Cathy engages and energises audiences around business change, leadership and innovation. She passionately believes that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country.

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Mike Havard

Director

Mike has had 25+ years leading and growing businesses. Originally a cosmetic scientist he moved into operations management, HR leadership and then as a senior professional in customer management strategy, operational delivery and leadership roles with organisations including BT, The Decisions Group, Sitel, CM Insight and Verint. He is a founding director of Ember, a business services group focused on service strategies across channels (digital, voice and retail) and performance transformation, outsourcing and contract advice, analytics and recruitment – helping organisations to determine ‘what better is’. He has also held various Non-Executive Director and advisory roles in organisations ranging from anti-fraud technologies to e-learning and employee engagement tools. He is an Honorary Life Fellow of the IDM. He has authored management textbooks in customer management, and has had many thought leading papers published. Mike has also been an advisor to government departments, nationally and internationally, and has advised many UK and global brands including John Lewis, M&S, Toyota, Microsoft, Barclays, RSA and Virgin. He also likes to escape and do dangerous things in the mountains occasionally. (But likes it better when he comes back!)

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Andrew McMillan

Principal

Andrew started his career as a management trainee with the John Lewis Partnership at Brent Cross. He quickly moved up through the management ranks and over the next eighteen years led a number of selling teams in different branches.

He next moved to the head office to take charge of the department stores’ customer-centric Intelligence Team.  Andrew was then asked to lead on customer service for the department store division. Over the next eight years the role saw him develop JLP’s market-leading culture and attitude towards customer service and sales.  That customer-driven culture is something that has now become synonymous with the John Lewis brand and during his tenure John Lewis won many awards for customer service and were frequently cited in the media as a leading customer oriented organisation.

In 2012 Andrew set up his own consultancy specialising in employee engagement and customer experience.  He is also in demand internationally as a conference speaker, facilitator and chair.

Speakers

Sean Risebrow 440x440

Sean Risebrow

BUPA
This photo may only be used in for editorial reporting purposes for the contemporaneous illustration of events, things or the people in the image or facts mentioned in the caption. Re-use of the picture may require further permission from the copyright holder. Photo credit should read: Oliver Dixon/Imagewise

Jo Moran

Marks & Spencer
Melissa Hungerfords

Melissa Hungerford

Coca-Cola Enterprises
Nick Shackleton-Jones

Nick Shackleton-Jones

BP
Danny Dixon

Danny Dixon

Three UK
Simon Separghan

Simon Separghan

Barclays
Carol Muldoon

Carol Muldoon

Starbucks
Facebook

Jonathan Herman

Facebook
Michael Sherwood

Michael Sherwood

Atom Bank
Ethiopian_Airlines_Logo

Mesfin Biru

Ethiopian Airlines
Ian Naylor

Ian Naylor

Virgin Atlantic Airways
Alyson Fadil

Alyson Fadil

Sofology
Nicole Dempster

Nicole Dempster

ITV
Matt Rennie

Matt Rennie

The BoxPlus Network
Alex Mead

Alex Mead

Golfbreaks.com
Manuela Pifani

Manuela Pifani

Direct Line Group
Dave Shepherd

Dave Shepherd

Barclays UK Retail Bank
Sarah Perkins

Sarah Perkins

Royal Bank of Scotland
Sarah Metcalfe

Sarah Metcalfe

Sureflap
Helen Wilson

Helen Wilson

Ipsos Loyalty
Amanda Potter New

Dr. Amanda Potter

Zircon Management Consulting Ltd
David macleod

David McLeod

Engage for Success
Rob Briner

Rob Briner

University of Bath
Malcolm Ross

Malcolm Ross

Smith+Co Consultancy
Eve Blezard

Eve Blezard

Trafford Housing Trust
Michelle Hawkins

Michelle Hawkins

Virgin Care
Antony Robbins

Antony Robbins

Museum of London
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Sean Risebrow

Director of Customer Experience

As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013.  The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead.  Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.

Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme.  In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean has recently joined BUPA as their Director of Customer Experience.

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Jo Moran

Head of Customer Service

During her 25 years’ experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation.

In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand’s service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers. Jo attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which had been the previous approach.

Until recently, Jo was also the Chair of Governors for a local primary school, where she took an active role in bringing her business skills to use in a different field. She has more recently been appointed as a Non-Executive Director for a Housing Association based in Kent, where she is looking to bring her customer experience knowledge to bear in a different sector. In 2003 Jo graduated with Distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.

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Melissa Hungerford

VP, Talent and Leadership Development

Dr. Melissa K. Hungerford is currently VP, Talent and Leadership Development for Coca-Cola Enterprises (CCE).  Melissa has 18+ years of experience and a proven track record in designing and leading end-to-end talent management strategies with a focus on strengthening the leadership and talent pipeline, creating an engaged and high performance culture and offering learning and OD solutions to support the business strategy.

Melissa has worked in three other Fortune 500 companies, across a wide-range of industries including retail with The Home Depot, pharmaceuticals with Bristol-Myers Squibb and fast moving consumer goods with The Coca-Cola Company.  She has global work experience and has lived overseas, previously in Turkey with Coca-Cola’s Eurasia Africa Group and The Netherlands with Philips.

Melissa has also worked in management consulting with Personnel Decisions International and across a diverse spectrum of counseling settings.  She received her masters and doctorate in Counseling Psychology from Georgia State University.  Melissa currently resides in London with her husband and two children.

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Nick Shackleton-Jones

Director, Learning Innovation & Technology

Nick started his career as a psychology lecturer, developing an interest in technology which brought him into the world of corporate learning. Before joining BP in December 2010 as Director, Online & Informal Learning Nick worked for the BBC where he was also responsible for online & informal learning. Together with his team he is responsible for publication of the Learning Design Toolkit, The Affective Context Model and the Learning Field Guide. He speaks regularly on topics including the future of learning, culture change, social media and learning innovation. He blogs sporadically at aconventional.com, and dreams of a time when working in learning will be a real job.

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Danny Dixon

Director of Customer Strategy and Base Marketing

A senior telecoms industry leader, with 20 years of experience that covers strategy, marketing, commercial, customer service, operations and IT – working in the UK and EU. Passionate about my work; always professional and approachable. Driven by a desire to lead teams that can deliver lasting business change and positively influence the market, the company performance and the customer experience.

Married, have 2 young sons, and live in Buckinghamshire (UK). Diverse interests outside of work that include cycling, reading and motor sport and keeping fit. Completed the coast-to-coast bike ride, the three peaks challenge (twice), the 365 a day press-up challenge. And in July 2008 I climbed Kilimanjaro (5895m) to raise a lot of money for Macmillian Nurses.

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Simon Separghan

Director of Global Contact Centres & Digital Channels

Simon Separghan is Head of Barclays Omni Channel and Direct capabilities in the UK, India and the Philippines. Ultimately responsible for ensuring that Barclays provide outstanding service and issue resolution for Retail Banking Customers through Telephony, Web Chat, Social Media, Messaging and Video Banking. Simon leads 3,500 Colleagues handling over 55m interactions a year – including the new Barclays Video Banking team. Previous to this role Simon was responsible for the Transformation of Barclays customer channels ensuring customers experience an outstanding journey however and wherever they connect with Barclays

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Carol Muldoon

Vice President, Partner Resources, Europe, Middle East and Africa

Carol Muldoon is passionate about developing people and engaging them to seek ways for continuous improvement. Now the vice president for partner resources EMEA, she joined Starbucks in December 2011 as the director of partner resources for Starbucks UK and Ireland. She moved into the EMEA vice president role in May 2013 and now has direct responsibility for our company owned store portfolio. She also plays an integral role in our business alliances and channel development for the region.

During her time in the EMEA role Carol led a reorganisation of the region that has removed layers and positioned leaders far closer to the partners and the customers, making us more efficient and effective. She has also created a streamlined HR structure that is enabling a one-way approach across the region building more capability, boosting engagement and improving performance management.

In her UK and Ireland role, she completed a re-organisation of the UK support centre (head office), reducing headcount and driving service and efficiency. Holding overall responsibility for the partner resources function she led the team that launched our acclaimed apprenticeship programme. She also drove forward a full review of partners terms and conditions in the UK and played a key role in the transition of the Republic of Ireland stores to a licensee.

Carol has extensive experience in retail HR, having spent many years at Sainsbury’s, most recently with their Convenience Division, where she was responsible for 12,500 people. While in that role she led a 3 year HR Transformation programme to support the divisions vigorous growth agenda. Carol is also qualified in coaching and psychometric facilitation and analysis.

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Jonathan Herman

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Michael Sherwood

Head of Customer Experience

Award winning business leader and change agent with 16 years experience in the start up, expansion and stabilisation of large contact centre based organisations. Extensive experience sponsoring and delivering tactical and strategic change programmes to improve customer service, operational performance and business profitability.

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Mesfin Biru

Director Global Corporate Sales

Award winning business leader and change agent with 16 years experience in the start up, expansion and stabilisation of large contact centre based organisations. Extensive experience sponsoring and delivering tactical and strategic change programmes to improve customer service, operational performance and business profitability.

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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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Alyson Fadil

People Director

Professional Experience

Alyson joined Sofaworks (formally CSL) in July 2012 as HR Director. Her role is responsible for leading its 1000 Sofaworkers through a transformational change programme that turns sofa retailing on its head.

The transformation has included rebranding a well-established retail business, leading cultural change to a service centred proposition, recruiting a full executive team to assist with external investment and preparing the business to become an Omni- channel retailer.

Education

Alyson is a Fellow member of the CIPD with an MA in Strategic HR management. Currently studying with the OCM for the Advanced Diploma in Professional Coach Mentoring.

Professional Profile

She started her HR career in 2005 as a Divisional Business Partner for Luminar Leisure, before moving onto Selfridges PLC as a dual site Senior HR Manager. Her earlier career as a General Manager served her well to transit into a pragmatic, commercial HR professional.

Other Professional Interests

Alyson is a trustee for the charity Dancesyndrome which is an inclusive arts organisation that enables learning disabled individuals to access high quality leadership and development opportunities in order to be more active and visible citizens. By using dance as a vehicle for change, Dancesyndrome provides creative, cultural and social opportunities that increase physical health and personal well-being.

Alyson has a keen interest in assisting young school leavers into the world of work and thus is a volunteer for Inspiring the future which is an organisation that links schools and colleges with business ambassadors. She is an elite member of the North West Employee Engagement Group and a popular HR blogger.

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Nicole Dempster

Director of Internal Communications

Nicole Dempster started her career as a professional musician, before moving into the world of internal communication. She has set up or led the internal communications functions at three major media organisations: Channel 4 Television, Guardian News & Media and ITV, which she joined in 2013. She has also led the internal communications team for Europe, Middle East and Africa at the InterContinental Hotels Group.

Nicole’s expertise includes change management, crisis communication and employee engagement. She has a keen interest in the changing role of internal communications and its role in driving cultural change and bringing the strategy and brand to life. She is passionate about developing and coaching high performing teams who play a central strategic role in driving engagement in the workplace.

She was named one of Melcrum’s top five ‘Communication Heroes’ for her work at Guardian News & Media and won an major internal team award for her role in crisis management during the Arab Spring at the InterContinental Hotels Group.

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Matt Rennie

Managing Director

Having worked in various roles across different media sectors (music, radio, tv, online), I now run the largest music video network in the UK, The Box Plus Network.

As Managing Director I oversee all facets of our market leading business (strategy, creative, commercial and operational) as well as sitting on the board and managing our two joint venture shareholders. Over the last few years we have increased market share (c. 50% of all music TV), doubled profitability and set our strategic long-term plan developing in new growth areas for the business.

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Alex Mead

Chief Customer Officer

Alex is a visionary, with proven transformation & leadership skills across all aspects of customer interaction. Always representing the customer perspective in his roles, he always pushes the boundaries of customer strategy, and has pioneered several new leading best practices, which aim to put customers at the heart of all interactions to deliver outstanding best class customer experience results.

He is a global Leader for Customer Experience strategy & design across all traditional & digital touchpoints, including implementing the operating strategies for best use of people, process, systems and culture across all Interaction & Fulfilment channels. He works both locally and internationally across a range of industries, cultures and company types.

Recipient of Frost & Sullivan’s Most Valuable Global Thought Leader award for Customer Experience best practice principles, and keynote speaker at several Global Customer conferences.

Experience of leading Operational teams across multiple sites working within several different Industries from large multi-nationals to small localised companies, within most Industry Sectors, and within large PLC corporate environments through to VC backed start-ups.

Specialties: Customer Service, Customer Experience, Telesales, Sales, SaaS, Contact Centres, CRM, Digital Media, E-Commerce, Social Media, Self-service, Shared Services, Outsourcing, Offshoring, Turnarounds, Start-ups, Strategic Partnerships, Business Transformation, Programme Management, Supplier Management, Operational delivery, Customer journey mapping, improving customer experience across entire companies, whilst increasing customer advocacy and bottom line sales performance.

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Manuela Pifani

Head of Customer Strategy & Experience

Manuela Pifani is the Head of Customer Strategy & Experience at Direct Line Group, which provides general insurance services through brands like Direct Line, Churchill, Privilege, Green Flag and a number of brand partners. She is accountable for setting the customer and omni-channel strategy for the group, measuring the Voice of the Customer and analysing customer insight, designing and improving the customer journeys for all brands and products and generally managing the customer experience.

Manuela has 17 years’ experience in financial services in the UK, including with Barclays and the Royal Bank of Scotland, having held senior roles in marketing, corporate strategy, operational excellence, with the last 8 years spent specialising in customer experience and service areas. She also worked 5 years as a consultant in a number of service industries across Europe, including comms and media.

Over the last 2 years, Manuela has secured 9 leading cross-industry awards, including 2015 Customer Experience Professional of the Year.

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Dave Shepherd

Head of Frontline Help

Energetic in his delivery and passionate in his subject matter Dave is recognized across the Banking industry as an innovator who accepts no compromise. Now in his 27th year at Barclays, having began his career behind the Counter, Dave is Head of Frontline Help responsible for all Colleague Intranets, Desktop and Mobile within Barclays Retail & Business Bank as a means to Engage, Ideate, Search and Collaborate. With a laser sharp focus on process excellence, Dave is a Black Belt Six Sigma with a passion for People Engagement.

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Sarah Perkins

Head of Customer Conversations

Sarah Perkins is a Senior Manager at Royal Bank of Scotland who has seen its transition from a business primarily focussed on Sales, to a business with customers best interests firmly at the heart of all we do. During her long and varied career Sarah has implemented the “Data Driven Conversation” programme into telephone banking at RBS which has seen customer advocacy and attached products increase, whilst reducing cost. Sarah is pioneering the use of Big Data to understand micro nuance within customer conversations, and how to translate this to business results.

Sarah is passionate about using data to achieve positive outcomes for both Customers and Bank and is published externally through her work on understanding the affect emoticon usage has on Customer trust and Advocacy.

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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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Helen Wilson

Managing Director

I’m about:

– Creating and building great client relationships
– Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it what you will
– Helping clients build even better customer and employee relationships – by understanding what they need to focus on, the impact of so doing, with the ultimate goal of improving business performance

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Dr. Amanda Potter

CEO

Amanda is a Chartered Occupational Psychologist with over 20 years’ experience in Talent Management and Engagement. Amanda is an Associate Fellow of the Division of Occupational Psychology within the British Psychological Society (BPS) and is both a Chartered Scientist and a Chartered Occupational Psychologist. Amanda has international experience working at board level and has been involved with talent system design and implementation since 1993. Amanda founded Zircon, an award-winning Business Psychology Consultancy, in 2000 and in 2015 also founded an online Talent Management business, Talent Gene®.

Amanda takes an innovative approach to talent strategy and has focused her time on the development and delivery of talent assessment and identification, team development and facilitation, succession planning, performance management programmes and events. Amanda designs and delivers individual, team and organisational level interventions to maximise corporate performance, employee satisfaction, engagement and fit. Amanda is also an executive coach and works with clients on a one-to-one and group basis.

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David McLeod

Co-Chair

David is co-Chair of the Employee Engagement Task Force launched by the Prime Minister at Number 10 in 2011.  He is a visiting Professor of the Cass Business School, a Fellow of the Ashridge Business School, the Institute of Marketing and of the RSA.  He co-authored the book entitled ‘The Extra Mile’ published by Pearson on the topic of Employee Engagement.  David is co-author of the ‘Engaging for Success’ Report  commissioned by the Department of Business, Innovation and Skills, described by the CMI as the definitive work on this subject.  This follows an early career in marketing followed by becoming a CEO.  David was awarded an OBE for services to Employee Engagement and Business in the Queen’s Birthday Honours in June 2013.

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Rob Briner

Professor of Organisational Psychology

Rob was appointed Professor of Organizational Psychology at the School of Management, University of Bath in 2011 and previously worked at Birkbeck College, University of London for 19 years after completing his PhD at the MRC/ESRC Social and Applied Psychology Unit (now the Institute of Work Psychology).  His research has focused on several topics including well-being, emotions, stress, ethnicity, the psychological contract, absence from work, motivation, work-nonwork and everyday work behaviour.

Beyond academic research and teaching Rob is passionate about helping practitioners and organizations make better use of evidence, including research evidence, in decision-making as well as encouraging academics to make research more accessible.  He has written for and presented to practitioners on many aspects of HR and organizational psychology.  He is now involved in many initiatives aimed at developing and promoting Evidence-Based organizational psychology and management.  He published some of the first papers on evidence-based organizational psychology and HR in 1998 and has since written many more including a contribution to the Oxford Handbook of Evidence-Based Management and the SIOP journal Industrial and Organizational Psychology.  He frequently presents to practitioners and runs training courses on how practitioners can practice in a more evidence-based way through searching for, collecting and critically analysing evidence directly relevant to organizational problems and decisions.  He is also a founding member, Scientific Director and on the Academic Board of the Center for Evidence-Based Management (http://www.cebma.org/).  In 2015 he was named Second Most Influential Thinker by HR Magazine.

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Malcolm Ross

Associate Partner

Malcolm has extensive international experience in strategic operational planning, and opening and operating large mixed use developments in the resort/hotel, retail, hospitality, entertainment, sports and leisure sectors.

He has led several service business companies including The Olympic Park Legacy Company, Seven Tides Hotels in Dubai, Le Meridien Hotels in Europe, and is one of a small number of senior executives worldwide who has had direct responsibility for delivering The Walt Disney Company’s legendary customer excellence at Theme Parks and Resorts at Disneyland Paris and Walt Disney World in Florida.

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Eve Blezard

Customer Intelligence Officer

Eve is presently employed as the Customer Intelligence Officer for Trafford Housing Trust. In this capacity she provides a wide range of intelligence products and data analysis to further understand the customer experience within Social Housing. She has a background in community development, recently winning 2015 TPAS Northern Region, Resident Involvement Officer of the year for her work with City West Housing Trust in Salford.

Whilst studying for her Post Graduate Diploma in Housing Practice at Salford University Eve was awarded ‘Best Academic Practice’ award by the Chartered Institute of Housing for the Northern Region. Eve has continued her research at Salford University to doctoral level within the School of the Built Environment. Her thesis will focus on a biographical narrative study to unravel the meaning of community for social housing customers in the north-west of England. The project will seek to provide a voice to social housing residents in the context of a new housing development.

After working in a consultancy capacity for Edge Hill University, Eve was invited to assist in the development a new degree course; BSc Family and Community Wellbeing. She now works as a tutor on this programme in addition to her work at Trafford Housing Trust.

Eve has over 8 years’ experience in the housing sector after beginning her career in criminal justice. She has held positions in forensic science and also as a Police Constable for several years with Lancashire Constabulary. .

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Michelle Hawkins

Head of Futures

I’ve spent my career trying to understand people and what makes them happy. I’m constantly scouting the globe for examples and ideas of how to design better healthcare services and better lives. This journey has taken me to Virgin Care – a truly innovative organisation which delivers health and social care services that make a difference to peoples’ lives every day. As Head of Futures, I look for ways to solve the challenges of today and to meet the opportunities of tomorrow, focusing all the time on innovation that delivers high value and transforms services. I feel very lucky to be part of an organisation that is changing the face of healthcare in the UK and which recognises that great experiences are all about how you make people feel.

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Antony Robbins

Director of Communications

Antony Robbins, 52, is the Director of Communications at the Museum of London and Museum of London Docklands.  He joined as the organisation opened its £22m Galleries of Modern London in 2010.

The museum’s focus is on becoming better known and reaching more people and it has invested considerably in digital technology. Its award-winning StreetMuseum app and films on YouTube have helped connect it to a cooler, more contemporary London audience. This has both helped shape the museum’s brand and build its visitor numbers.

The museum now has plans to leave its current site. By 2021 it will open up a state-of-the-art new museum just up the road in London’s nearby West Smithfield.

Much of Antony’s career has been in international relief and development. He worked at the UK government’s Department of International Development and for aid agency CARE International. His role took him across Latin America, Asia, the Balkans and sub-Saharan Africa.  Antony was born in London – the city he still calls home.

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2015 Highlights Video

2015 Speaker's take-home messages

Testimonials

Platinum Sponsors

Gold Sponsors

Silver Sponsors

Exhibitors

Previous delegates include:

Accenture · Accor Hotels ·  Adetiq Limited · Affinion International · Affinity Water · Ageas · Aimia · Air France · American Express Community Stadium/360DV · Anglian Water · Argos · ASK Italian · AT & T · Atos · Autotrader · Aviva · Bank of Ireland · Barclaycard Europe · Barclays · Boohoo · Boots · Bosch · Bowen Craggs · British Airways · BT · Bupa Global · Cambridge University Press · Canon Europe · Capita · Carpetright · Centrica · Charles Tyrwhitt · Checkatrade · CIM · CPM · Crimestoppers · Dell · Deloitte LLP · DFS · DHL Global Mail · Domino’s Pizza Group · EE · Ernst & Young ·  Experian · Eurostar · Financial Times · First Great Western · First Rate Exchange · Fujitsu · GAME Retail · Hastings Direct · Heathrow · House of Fraser · HSBC · Hutchinson 3 UK · ITV · J P Morgan · Jaguar Land Rover · JD Sports Fashion plc · John Lewis · JUDY WU Ltd · Kier · Ladbrokes · Legal&General · Lloyds Banking Group · Lombard · LSE · LV= · Macmillan · Marks And Spencer · McDonalds · Mercedes-Benz · Mitchells & Butlers · Mitel · Molson Coors · Nationwide · Nectar · Nelson Hall · Network Rail ·  News UK · NHS · NSS · npower · NS&I · O2 ·Old Mutual Wealth · Philips Electronics (UK) Ltd · Post Office Ltd · Procter · PWC · Rant & Rave · RBS · Red Letter Days Ltd · Red Lorry Yellow Lorry · reed.co.uk · RSA · RSPB · Rushmoor Borough Council · Salesforce · Screwfix · Shutl ·Skype/Microsoft · Sony Professional Solutions Europe ·South East Water · tanley Black & Decker ·Stellar Europe · Sugar CRM ·Sure ·Surrey Police · TalkTalk · Tate · Taylor Wimpey · Telegraph Media Group · Tesco Bank · TfL · The Co-operative Group · The National Gallery Company Ltd · The NHS Strategic Projects Team · The Westbridge · Thresher & Glenny · TNS Global · TNT · Trustpilot · UCAS · Unicef UK · University of Bedfordshire · Unum Limited · UPS Ltd · Ventana Research · Virgin Atlanic · Virgin Money · Waitrose · Warwickshire County Council · Webtrends · Wessex Water · Which? · William Hill · Yorkshire Building Society

Partners

Location

Park-Plaza-Westminster-Brid

Westminster-Plaza

 

8 november 2016
westminster Bridge park plaza, London

200 westminster bridge road,
London, se1 7ut

Directions:

Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.

Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.

From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins)

  • Travel Westbound on the Piccadilly Line
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Waterloo and exit via the South Bank
  • Walk up York Road to the roundabout

From London Heathrow Airport (approx 90 mins)

  • Take the London Underground
  • Take the Piccadilly Line towards Cockfosters Underground Station
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Westminster
  • Walk Across Westminster Bridge, destination in front of you

From London Gatwick Airport (approx 90 mins)

  • Take the Gatwick Express to London Victoria Railway Station
  • Take the London Underground and travel eastbound via the Circle and District line
  • Get off at Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Walk Across Westminster Bridge, destination in front of you

From London Stansted Airport (approx 90 mins)

  • Take the Gatwick Express to Victoria Station
  • Change for the London Underground and take the District and Circle Line to Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Park Plaza Westminster Bridge will be directly in front of you

Register your place

Standard

1 TICKET

  • End user
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library
  • Full price £595 +VAT

EARLY BIRD DISCOUNT 20% OFF

£476 +VAT £95.20 Order now

Sales End 31st July 2016

Bronze

2 TICKETS

  • End user
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library
  • Full price £995 +VAT

EARLY BIRD DISCOUNT 20% OFF

£796 +VAT £159.20 Order now

Sales End 31st July 2016

Silver

5 TICKETS

  • End user
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library
  • Full price £1995 +VAT

EARLY BIRD DISCOUNT 20% OFF

£1596 +VAT £319.20 Order now

Sales End 31st July 2016

Gold

10 TICKETS

  • End user
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library
  • Full price £2995 +VAT

EARLY BIRD DISCOUNT 20% OFF

£2396 +VAT £479.20 Order now

Sales End 31st July 2016

Supplier

1 Ticket

  • Industry/Service Provider
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to video library

Industry/Service
Provider

£1495 +VAT £299.00 Order now

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