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 book your place!

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.

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

CPD Certified Event

CPD-certified

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

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Quick Facts

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Keynote Speakers

David Wild 350x350

David Wild

Domino's Pizza
John Timpson

John Timpson

Timpson
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
Amit Shankardass

Amit Shankardass

Teleperformance
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David Wild

CEO

David is currently Chief Executive of Domino’s Pizza Group plc. He is a Non-Executive Director of the multi-channel consultancy Practicology and also Bankers’ Investment Trust. Previously, David was Chief Executive Officer of Halfords Group plc and held senior roles within Walmart Stores Inc., Tesco Stores plc and RHM Foods Limited.

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John Timpson

Chief Executive

John Timpson was educated at Oundle and Nottingham University.

The Timpson family business was taken over in 1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business, which has diversified into engraving, watch repairs, dry cleaning and photo processing.

Timpson now has over 1300 branches nationwide with a turnover of £195m and profits of over £15m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its innovative work helping ex-offenders – it is the UK’s most active employer of people from prison.

Mr Timpson has been married to his wife Alex for 47 years and they live in Cheshire. They have five children Victoria (46), James (43), Edward (41), together with Oliver (39) and Henry (27).

Mr & Mrs Timpson were foster carers for 31 years during which time they fostered 87 children.

In 2000 he wrote ‘Dear James,’ which passes on to his son the lessons learned in 25 years as a Chief Executive. He describes his business philosophy in ‘How to Ride a Giraffe’ and ‘Upside Down Management’, and his latest book ‘Ask John’ was published in 2014.

He has a weekly column in the Daily Telegraph.

In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector.

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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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Amit Shankardass

Executive Vice President of Marketing

With a focus on thinking like a customer, Amit brings a tenured history in the Business Process Outsourcing (BPO) arena having served in multiple roles in strategic planning, marketing, sales, product development and operations with leading global service providers.

In his current role of Executive Vice President of Marketing for Teleperformance, he is responsible for leading all aspects of marketing programs and communications, product innovation, business intelligence, sales enablement, public relations and other associated go-to-market activities for the company’s English Speaking and Asia Pacific Markets. His focus is on the understanding of customer experiences and the alignment of engagement strategies to meet these emerging needs.

Most recently, he served as the Chief Marketing Officer at leading BPO organizations Sitel and Alorica. Previously Amit served strategic planning, product development, and corporate marketing for the desktop support service product line of DecisionOne. He started his career serving in various business development and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certified Partner.

Amit has led several innovative customer engagement service/product development efforts in the BPO arena and is a frequent contributor to various prestigious international trade and business publications such as the Wall Street Journal, NY Times, and BusinessWeek. He is also a frequent keynote speaker at thought leadership seminars and conferences globally. Amit has a very global perspective having lived in, and being educated in, 3 continents. He earned a Bachelor’s degree in Chemistry from the University of Delhi, India, and a Masters of Business Administration from Northeast Louisiana University, LA.

Meet your Hall Chairs

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
Cathy_Brown-1

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 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
Nick Shackleton-Jones

Nick Shackleton-Jones

BP
Jane Smith

Jane Smith

Heathrow
Kal Durand

Kal Durand

O2
Simon Separghan

Simon Separghan

Barclays
Vicky Johnson

Vicky Johnson

UNICEF
Kevin Conf 1

Kevin Hutchison

NHS 24
Wednesday, March 23, 2016. Photographer: Jason Alden 

Photographer: Jason Alden
www.jasonalden.com
0781 063 1642

Danny Emmett

AO
helen-gales

Helen Gales

Tesco
Emma Huntington - pic2

Emma Huntington

Zurich
Carol Muldoon

Carol Muldoon

Starbucks
JonathanHerman-SC-4

Jonathan Herman

Facebook
Michael Sherwood

Michael Sherwood

Atom Bank
Ethiopian_Airlines_Logo

Mesfin Biru

Ethiopian Airlines
Simon_Lewis-24

Simon Lewis

Eau Palm Beach Resort & Spa
Alyson Fadil

Alyson Fadil

Sofology
Nicole Dempster

Nicole Dempster

ITV
Matt Rennie

Matt Rennie

The BoxPlus Network
Manuela Pifani

Manuela Pifani

Direct Line Group
Jeff Counsell 2647

Jeff Counsell

trentbarton
Kannan Ganga

Kannan Ganga

ESI Media
Dave Shepherd

Dave Shepherd

Barclays UK Retail Bank
Jim Meadows

Jim Meadows

MyCleverLab
Sarah Perkins

Sarah Perkins

Royal Bank of Scotland
Sarah Metcalfe

Sarah Metcalfe

Sureflap
Nick-Brice-440x440

Nick Brice

American Express Community Stadium
Helen Wilson

Helen Wilson

Ipsos Loyalty
jonathan-armstrong

Jonathan Armstrong

Cordery
Amanda Potter New

Dr. Amanda Potter

Zircon Management Consulting Ltd
David macleod

David MacLeod OBE

Engage for Success
SONY DSC

Fiona Macrae

Travel Insurance Facilities Group
Malcolm Ross

Malcolm Ross

Smith+Co Consultancy
Adrian Swinscoe, Consultant

Adrian Swinscoe

Consultant
Eve Blezard

Eve Blezard

Trafford Housing Trust
Michelle Hawkins

Michelle Hawkins

Virgin Care
Rod

Rod Jones

Rod Jones Contact Centre Consulting
Antony Robbins

Antony Robbins

Museum of London
morris-pentel

Morris Pentel

Customer Experience Foundation
sandra-galer

Sandra Galer

Merchants
Richard Spencer

Richard Spencer

Donor Experience
Peter Ryan 440x440

Peter Ryan

Ovum
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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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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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Jane Smith

Head of Performance and Engagement

Jane Smith has been Head of Performance and Engagement within Heathrow Airport Ltd for over 3 years, and loves it!

Her role is to initiate and facilitate the successful implementation of the ‘Organisational Development’ agenda, in the areas of Employee Engagement, Performance Management, and Behaviour change. Specifically by developing and implementing an Employee Engagement strategy, and providing professional expertise, and coaching to leadership and management teams, to promote understanding and ownership of engagement activity known across Heathrow Airport as Mojo.

Jane’s working experience has been very diverse, working for FMCG, Support Services, Engineering, Public Sector, and Technology based organisations, both as an employee and as a consultant; having previously ran her own business in Organisational Development and Cultural Change. Organisations Jane has worked for include: Reckitt Benckiser, OFCOM, Serco, Halcrow /CH2M Hill and Xerox both in the UK and internationally. Jane is also a qualified Coach, and has a background in Psychology of Leadership.

Contact Jane Smith: T: +44 (0) 7592 861884 E: jane-hr_smith@heathrow.com

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Kal Durand

Social Engagement Specialist

Having worked for O2 for the last decade I have been an integral part of the social media team for the past 4 years. I have been involved in everything from reputation management to proactive and reactive engagement. At O2 we try to take an innovative approach to improving the customer experience, something I feel all brands must strive to do in such a competitive and crowded space.

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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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Vicky Johnson

Head of Supporter Care

An accomplished Supporter Experience Leader with extensive knowledge and practical delivery of high-quality services to supporters across fundraising activities, channels and products. Proven record of producing successful solutions and transforming operations to deliver change and improve performance, whilst creating cost efficiencies and maximising revenue.

Practical delivery of Supporter Experience strategies, Voice of the Supporter Programmes, Supporter Journey Mapping and Touch-point Analysis to monitor, measure and review supporter engagement levels and identify gaps for future strategy development.

Extensive experience in leading people with a passion to engage and motivate staff in a culture of supporter excellence.

Specialties: Areas of expertise: Customer/Supporter Experience; Customer/Supporter Journey Mapping; CRM, Supporter Insight and Analysis, Live Chat, Social Media Engagement; SMS as a Service, Customer Service Management; Project Management; Team Leadership; Training; Change & Process Management; IT System Analysis & Implementation; Business Continuity; KPI Reporting; Gift Aid & PCI Compliance; Data Protection; PCI-DSS Compliance; Direct Debit and BAC’s Scheme Management; Supplier Management; Contract Negotiations; Mystery Shopping and Benchmarking; Innovation and Emerging Tech.

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Kevin Hutchison

Macmillan National Strategy Manager

Kevin Hutchison is National Macmillan Strategy and Development Manager for NHS 24. He is responsible for the planning and delivery of digital health and social care products and services across Scotland. This includes a strategic partnership with Macmillan Cancer Support which has seen the introduction of a new personalisation tool to support individuals access the help and support at a time when they need it most.

Kevin has a background in strategy and leadership with a double masters in health promotion and strategic management. He has also published within the Journal of Integrated Care, focused on the emergence of health and social care within Scotland.

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Danny Emmett

Group Retail Operations Director

Danny is Group Retail Operations Director at AO World plc and is primarily responsible for Customer Experience, Contact Centres and Supply Chain.

Since he joined in 2009, AO has grown rapidly and Danny has held roles across the business including in Commercial, Operations and Purchasing.

Danny is an associate of the Institute of Chartered Accountants of England and Wales. He also holds a Masters in Management (MSc) and a degree in Economics BSc (Hons).

AO is on a mission to become the best electrical retailer in Europe. It’s a destination we’ll reach simply because we care more about being exceptional in the moments that matter.

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Helen Gales

Customer Service Director
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Emma Huntington

Managing Director - FutureYou, UK Life

Emma is about change with a purpose. In Zurich FutureYou, Emma is spearheading a digital consumer business that represents a new approach to financial thinking for people who want to reach their financial goals. Have you signed up yet?

Since joining Zurich in September 2014 as Director of Marketing, Emma has helped design and introduce a customer-led marketing strategy that will continue to evolve in 2017. The aim? To help Zurich become the most customer-centric organisation in financial services.

But what came before? Emma has been championing, designing and implementing customer-led approaches across two decades, and across continents. Emma played a key role in transforming AMP – Australia’s largest wealth manager – from a product-first to a customer-first business. She also has experience working in Asia and the US.

Most recently she ran her own consultancy business, where clients have included St James’s Place, AXA, AMP (who must have liked her) and Macquarie.

What’s next? To power on with Zurich FutureYou ….

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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

Head of eCommerce and Retail

Jonathan Herman works on the UK Retail and eCommerce team at Facebook advising clients on how to effectively use Facebook as a key performance marketing and branding tool. Jonathan has an extensive background in digital marketing across a number of disciplines including paid search, affiliate marketing and display advertising technologies. Prior to Facebook, Jonathan worked at Amazon, 118118 and Pigsback.com.

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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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Simon Lewis

Owner

Simon is an actively involved, hands-on business director, always in the midst of exciting new projects. Simon’s area of expertise is in global hospitality for LFH, the private family business behind River Island and a global real estate portfolio. Yet his key area of responsibility is in directing and consulting the creative people around him, sharing their success of failures by being a valuable critic of process in the commercial machine.

Regularly challenging employees and colleagues beyond their normal comfort zones, Simon uses his relaxed manner to constantly stretch their knowledge, understanding and skills to boost performance and achievements. He combines 25 years experience in brand values, destination marketing and sales strategies associated with the travel, tourism and hospitality industries with his skills in Neuro Linguistic Programming to develop creative solutions which achieve consistently measurable often award-winning results.

In 2007 Simon Simon conceived, developed and opened a multi-award winning luxury Spa business in the US. In 2013 he was instrumental in creating and implementing a new cultural identity for one of the Group’s flagship hotel properties, the 5 star Eau Palm Beach Resort in Florida. Here his work encompasses the complete values set which underpins the core identity of the business from guest touchpoint to employee engagement.

Simon is constantly seeking new challenges and achievements and is presently studying for a degree in Photographic arts. As well as a keen photographer and drone pilot, Simon is an enthusiastic kite-boarder, scuba-diver and snow boarder. He holds a commercial pilot’s license and is a trainer of NLP.

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Alyson Fadil

People Director

Professional Experience

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

The transformation has included rebranding a well-established retail business twice, 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 Ltd 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 also a high school governor and an ambassador of the North West Employee Engagement Group (NWEEG).

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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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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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Jeff Counsell

Managing Director

Entered the transport industry as an engineering apprentice in 1974.

Career in passenger transport engineering progressed through a number of early supervisory and management appointments culminating in the appointment as Chief Engineer in Manchester in the early 1990’s. Personal development led to an MBA in 1995.

Moved to the North East of England to take up the role as Engineering Director with North East Bus Ltd, (now Arriva North East) before moving to join trentbarton as Engineering Director in May 1999.

In 2001 I took on the additional responsibility for the General Management Group’s Kinchbus business in Loughborough and two years’ later became Director of Service Delivery for all bus operations within trentbarton and Kinchbus.

Appointed to the position as Managing Director for trentbarton & Kinchbus in March 2009.

My enthusiasm and passion for our industry continues to grow. trentbarton is a customer focused, research led organisation with a passion for quality and service delivery and throughout my tenure as MD I have striven to maintain these principles above all else.

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Kannan Ganga

Group HR Director

I’m an experienced HR executive working in the UK, but with broad international experience. I’ve led fast moving, organisations as well as those undergoing significant transformation and change, including both mergers and acquisitions and divestment.

Throughout my career I’ve delivered on both a strategic and operational level and had the opportunity to work in both specialist and generalist roles, My career has included time working in media and business services all in times of significant change.

This has built my expertise in compensation and benefits, organisational development, talent management, strategic resourcing and employee relations. I’ve partnered with a range of CEOs and board colleagues and contributed to the broader business leadership and strategy. I like to innovate and find creative, commercial solutions to business issues.

I pride myself on my communication skills and broad business knowledge. I’m down to earth, calm and measured whilst still working at pace and focused on delivery. My range of experience means I’ve learnt to adapt and flex to different industries and cultures.

When I’m not working, I’m passionate about education, skills and the world of work in general. I’m a regular commentator on developments within the industry and have written for publications in the UK and US and spoken at conferences across the globe.

Specialties:

International HRM
Change Management
M&A
Leadership Development
Employee Engagement
High Performance Coaching
Organisation design and development
Learning & Development design and delivery

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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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Jim Meadows

Head of Product

Jim is Head of Product from Startup myclever™ Lab, an innovations company based in Manchester.

In his role, Jim heads up programs to build digital experiences and industry-first innovations by utilising emerging technologies and forming tactical partnerships with brands. So far Jim’s had a busy year; since the company was founded in April 2016 myclever™ Lab have introduced new technology to a number of enterprise clients, launched Europe’s first comprehensive events chat bot and completed research that caught the attention of The Times, The Spectator and Buzzfeed.

And, when he’s not building for brands, he’s leading experiments for Lab’s own products and pitching to VCs.

After studying journalism and screen-writing, Jim realised an affinity for digital, eventually finding a well-placed home at Virgin Media, where he produced award-winning work at the heart of channel development across Social Media and Communities.

Jim firmly believes ideas change the world and his role with myclever™ Lab allows him to work with many more brands to cultivate the sorts of innovations that do just that.

Jim is a family man and lives with his wife and two sons in the town of Sandbach, Cheshire and right now he’s excited as the family are expecting twins to arrive just before Christmas.

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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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Nick Brice

L&D PARTNER

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.

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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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Jonathan Armstrong

Partner

Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries.

In addition to being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe.

Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to assess their customer engagement strategy post-GDPR.

Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their 2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 and has focused on technology, risk and governance matters for more than 20 years.

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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 MacLeod OBE

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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Fiona Macrae

Head of Client Engagement

Fiona Macrae is the Head of Client Engagement at Travel Insurance Facilities Group.  She joined TIFG in 2010 to develop a medical risk rating solution, Protectif that would challenge the travel insurance industry’s approach to customers with cancer and other medical conditions.

Fiona’s engagement with medical charities and people with all types of medical conditions has given the understanding of what customers with medical conditions want and need from a travel insurance product.  Which has enabled TIFG group to develop a medical risk rating tool which has the customer and their needs at the centre. This ensures the customer finds travel insurance cover for that much needed break after an illness such as cancer at an affordable premium.

Fiona’s background is insurance, she started her career at a high street broker, and from there she moved to Lloyd’s Broker Stirling Hamilton Wright as Head of VIP Client Services, where she worked with celebrity and high net worth clients. From 2006, she has been a leading figure in the travel insurance market, developing award-winning specialist travel products for those with medical conditions such as cancer and genetic diseases.

 

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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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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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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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Rod Jones

Owner

As an independent consultant to the industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Advisor and Subject Matter Expert in the extremely complex and specialised field of customer service delivery.

When it comes to the strategic issues of Call Centres, Contact Centres, Customer Experience Management (Including CRM, CxM and CEM) and BPS&O (Business Process Services and Outsourcing), the professional services he offers to clients draw extensively on his wealth of experience, to provide relevant and logical solutions to this multifaceted subject.

Experience, however, is not enough on its own: he cites passion as being a vital element in his success and he brings this passion to his work in assessing and auditing call centres and contact centres and in focusing on the strategic, planning and operational issues that impact upon them. In addition, he is widely recognised for his strategy development facilitation skills when working with executives.

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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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Morris Pentel

Director

A futurologist and designer of customer experience & customer contact strategy.

A globally recognised professional public speaker and writer on the future of contact new technology & strategies running one of the most advanced business science organisations in the world.

A leader in Customer Experience Design & Engineering delivering reduced cost and increased profits together with improved process and experience to large organisations and governments around the world.

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Sandra Galer

Consulting Director

As Consulting Director for Merchants, Sandra’s broad operational expertise combined with an analytical mind enables her to offer unique insights and practical solutions to clients that need to optimise customer service to achieve their goals for growth.

Since starting her career as a call centre agent 24 years ago, Sandra has held a wide range of operational customer management roles that include setting up and running contact centres for international clients around the globe.  Leading a team of experienced consultants, she is responsible for consulting support and advice, sales and the delivery of high quality customer service management solutions that work in the real world.

With over 20 years’ consulting and operational experience gained across a wide range of industries in the UK, Ireland, United States and South Africa, Sandra is passionate about customer service. Using a pragmatic approach, she is committed to showing businesses how they can benefit from customer service excellence through credible best practice expertise, practical experience and operational insights.

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Richard Spencer

Director for the Commission

Richard Spencer is director for the Commission on the Donor Experience and has held leadership roles in fundraising since 2003. He is passionate about and believes in the power of social capital to bring about change – through action and fundraising. He has worked in this space with a number of charities to bring supporters and their needs to the centre of thinking. He has been a trustee at Raleigh International, non-exec director (fundraising) for Goalball UK and was head of supporter development at the RSPB for over ten years.

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Peter Ryan

Principal Analyst

Peter is a Principal Analyst in Ovum’s global IT Services practice.

His areas of research are wide-ranging within BPO/CRM and include company profiling, offshore and outsourcing, self-service technology and speech solutions, national and sectoral market segmentation/sizing, internal and external customer satisfaction, commercial online content analysis, and economic analysis. He has written extensively on call centers in EMEA, Eastern Europe, North and South Africa, and Canada, as well as on investment in voice applications and enterprise software market events. He was recently named the 18th most influential leader in the domain of outsourcing in the Americas by the industry publication Nearshore Americas.

Peter is a prolific speaker and is well known on the international conference circuit. He has presented at industry events in San Francisco, Sydney, Singapore, New Delhi, Paris, Prague, Moscow, Cairo, Cape Town, Mexico City, Bogota, and Buenos Aires.

Before joining Ovum, Peter worked for Datamonitor. Prior to that, he acquired an in-depth understanding of strategic marketing at Gateway Computers, NFO Prognostics, and the Bank of Ireland.

Originally from Canada, Peter holds a BA in Political Science and Economics from the University of Saskatchewan. He also has an MBA from Dalhousie University, where he specialized in International Business. His MBA incorporated a visiting studentship at the Royal Melbourne Institute of Technology, Australia.

Peter is fluent in both English and French.

Don't miss the ultimate post-event entertainment

alun-1180

We’re delighted to announce that rounding off a day full of world-class case studies is none other than award-winning comedian Alun Cochrane. Alun’s no-nonsense style has landed him several television appearances, most recently Michael McIntyre’s Comedy Roadshow. He’s also often seen on Eight out of Ten Cats, Mock the Week, and has appeared on Soccer A.M and Live at the Comedy Store.

Radio producers are also aware of Alun’s talents and he’s recently joined Frank Skinner’s Absolute Radio Show and can be heard every Saturday morning from 8am.

We’re already waiting in anticipation for what Alun has in store for us at the Summit!

Your guide to what's happening on the day

  • Agenda
  • Plenary Keynotes
  • Hall 1
  • Hall 2
  • Hall 3
  • Hall 4
08:15-09:00

REGISTRATION & COFFEE

09:00-09:10

INTRODUCTION

MIKE HAVARD, DIRECTOR, EMBER SERVICES

Mike Havard 440x440

Mike Havard

Ember Services
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Mike Havard 440x440

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!)

09:10-09:30

OPENING KEYNOTE: TIMPSON CASE STUDY – The secret behind amazing service

JOHN TIMPSON, CHAIRMAN, TIMPSON

John Timpson is happy to be called a maverick, a description earned through his unconventional approach to management. But John runs his business in a unique way for very good reasons. In this session he will explain why he abandoned ordinary business principles to help give his customers an amazing service and create a company culture based on common sense.

John Timpson

John Timpson

Timpson
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John Timpson

John Timpson

Chief Executive

John Timpson was educated at Oundle and Nottingham University.

The Timpson family business was taken over in 1973, but 10 years later John led a £42m management buyout. In 1987 he sold the shoe shops and concentrated on building the shoe repairing and key cutting business, which has diversified into engraving, watch repairs, dry cleaning and photo processing.

Timpson now has over 1300 branches nationwide with a turnover of £195m and profits of over £15m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its innovative work helping ex-offenders – it is the UK’s most active employer of people from prison.

Mr Timpson has been married to his wife Alex for 47 years and they live in Cheshire. They have five children Victoria (46), James (43), Edward (41), together with Oliver (39) and Henry (27).

Mr & Mrs Timpson were foster carers for 31 years during which time they fostered 87 children.

In 2000 he wrote ‘Dear James,’ which passes on to his son the lessons learned in 25 years as a Chief Executive. He describes his business philosophy in ‘How to Ride a Giraffe’ and ‘Upside Down Management’, and his latest book ‘Ask John’ was published in 2014.

He has a weekly column in the Daily Telegraph.

In 2004 he was awarded the CBE in the Birthday Honours List for Services to the Retail Sector.

09:30-09:50

OPENING KEYNOTE: TELEPERFORMANCE

AMIT SHANKARDASS, GLOBAL MARKETING EXECUTIVE, TELEPERFORMANCE

Amit Shankardass

Amit Shankardass

Teleperformance
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Amit Shankardass

Amit Shankardass

Executive Vice President of Marketing

With a focus on thinking like a customer, Amit brings a tenured history in the Business Process Outsourcing (BPO) arena having served in multiple roles in strategic planning, marketing, sales, product development and operations with leading global service providers.

In his current role of Executive Vice President of Marketing for Teleperformance, he is responsible for leading all aspects of marketing programs and communications, product innovation, business intelligence, sales enablement, public relations and other associated go-to-market activities for the company’s English Speaking and Asia Pacific Markets. His focus is on the understanding of customer experiences and the alignment of engagement strategies to meet these emerging needs.

Most recently, he served as the Chief Marketing Officer at leading BPO organizations Sitel and Alorica. Previously Amit served strategic planning, product development, and corporate marketing for the desktop support service product line of DecisionOne. He started his career serving in various business development and corporate marketing leadership roles for QuickStart Technologies, a Microsoft Certified Partner.

Amit has led several innovative customer engagement service/product development efforts in the BPO arena and is a frequent contributor to various prestigious international trade and business publications such as the Wall Street Journal, NY Times, and BusinessWeek. He is also a frequent keynote speaker at thought leadership seminars and conferences globally. Amit has a very global perspective having lived in, and being educated in, 3 continents. He earned a Bachelor’s degree in Chemistry from the University of Delhi, India, and a Masters of Business Administration from Northeast Louisiana University, LA.

09:50-10:10

opening keynote: m&s case study –  Making Every Moment Special – Colleagues and Customers

jo moran, head of customer experience, m&S

We often hear about the importance of mobile technology in today’s customer experience, and here at M& we have been working on how we bring mobile devices into the work place for our colleagues so help them to their job and deliver a better customer experience.

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
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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

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.

10:10-10:30

OPENING KEYNOTE: DOMINO’S CASE STUDY: Staying Ahead in a Changing Marketplace with Disruptive Entrants

DAVID WILD, CHIEF EXECUTIVE, DOMINO’S PIZZA GROUP

The Fast Food market is evolving rapidly. Customers’ quest for quality, convenience and value mean that there are good sales opportunities, but the choice of providers is vast. To make matters more challenging for incumbents, technology has enabled new web-based entrants to join the fray. More recently, delivery aggregator specialists have added to the roster of brands available to consumers. Through this transition, Domino’s Pizza has emerged a a winning player by investing and innovating. David’s presentation will review the story of the last few years and highlight some of the lessons learnt.

David Wild 350x350

David Wild

Domino's Pizza
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David Wild 350x350

David Wild

CEO

David is currently Chief Executive of Domino’s Pizza Group plc. He is a Non-Executive Director of the multi-channel consultancy Practicology and also Bankers’ Investment Trust. Previously, David was Chief Executive Officer of Halfords Group plc and held senior roles within Walmart Stores Inc., Tesco Stores plc and RHM Foods Limited.

10:30-11:00

COFFEE & NETWORKING BREAK

hall chair: mike havard, director, ember services

Mike Havard 440x440

Mike Havard

Ember Services
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Mike Havard 440x440

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!)

customer engagement transformation, part one

11:00-11:20

02 case study: Surprise & Delight: What is it and why do we do it?

kal durand, social engagement specialist, o2

Kal Durand

Kal Durand

O2
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Kal Durand

Kal Durand

Social Engagement Specialist

Having worked for O2 for the last decade I have been an integral part of the social media team for the past 4 years. I have been involved in everything from reputation management to proactive and reactive engagement. At O2 we try to take an innovative approach to improving the customer experience, something I feel all brands must strive to do in such a competitive and crowded space.

11:20-11:40

expert speaker: tbc

11:40-12:00

virgin care case study: It’s not what we say or do, it’s how we make people feel

michelle hawkins, head of futures, virgin care

An insight into the culture of Virgin Care and how they engage colleagues and patients to deliver experiences where people feel the difference

Michelle Hawkins

Michelle Hawkins

Virgin Care
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Michelle Hawkins

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.

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER

12:00-12:20

HEATHROW airport CASE STUDY: A great place to work – Our colleagues journey

JANE SMITH, HEAD OF PERFORMANCE & ENGAGEMENT, HEATHROW AIRPORT

As you would expect being an airport, Engagement for Heathrow  is a Journey, an exciting, on-going direction of travel to make Heathrow great.

Jane Smith, Head of Performance and Engagement, aims to explain this journey with their colleagues across Heathrow;

Why and how they started to make a change, how their business priority of Mojo has made a massive influence on their culture, and although still on the journey,

what a difference they are making already, both with their colleagues and how it’s  influencing their passengers.

Jane Smith

Jane Smith

Heathrow
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Jane Smith

Jane Smith

Head of Performance and Engagement

Jane Smith has been Head of Performance and Engagement within Heathrow Airport Ltd for over 3 years, and loves it!

Her role is to initiate and facilitate the successful implementation of the ‘Organisational Development’ agenda, in the areas of Employee Engagement, Performance Management, and Behaviour change. Specifically by developing and implementing an Employee Engagement strategy, and providing professional expertise, and coaching to leadership and management teams, to promote understanding and ownership of engagement activity known across Heathrow Airport as Mojo.

Jane’s working experience has been very diverse, working for FMCG, Support Services, Engineering, Public Sector, and Technology based organisations, both as an employee and as a consultant; having previously ran her own business in Organisational Development and Cultural Change. Organisations Jane has worked for include: Reckitt Benckiser, OFCOM, Serco, Halcrow /CH2M Hill and Xerox both in the UK and internationally. Jane is also a qualified Coach, and has a background in Psychology of Leadership.

Contact Jane Smith: T: +44 (0) 7592 861884 E: jane-hr_smith@heathrow.com

12:20-12:40

EXPERT SPEAKER: CONFIRMIT

12:40-13:00

ITV CASE STUDY

nicole dempster, director of internal communications, itv

Nicole Dempster

Nicole Dempster

ITV
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Nicole Dempster

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.

13:00-14:00

LUNCH

CX STRATEGIES FOR THE CUSTOMER JOURNEY

14:00-14:20

NHS24/MACMILLAN TRUST CASE STUDY: Delivering Personalised on-line Health Information – the movement from paper to digital

KEVIN HUTCHISON, MACMILLAN NATIONAL STRATEGY MANAGER, NHS24

Health information within the NHS has traditionally been disseminated via hard copy leaflets and booklets, with little done to track the movement towards “Digital First” approaches.  NHS 24 and Macmillan Cancer Support have jointly developed a new web based tool which allows users to create a tailored online leaflet, which is personalised to their needs at that time and is adaptable as those needs change.  Titled “Info For Me”, the product has offered an alternative to hard copy, and combined with translation software provides a unique approach to how health professionals and the public approach distribution of health and wellbeing information in their day to day lives.  Fully developed around the needs of users, it represents a clear example of how engagement facilitates a continued improvement methodology for product development.

Kevin Conf 1

Kevin Hutchison

NHS 24
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Kevin Conf 1

Kevin Hutchison

Macmillan National Strategy Manager

Kevin Hutchison is National Macmillan Strategy and Development Manager for NHS 24. He is responsible for the planning and delivery of digital health and social care products and services across Scotland. This includes a strategic partnership with Macmillan Cancer Support which has seen the introduction of a new personalisation tool to support individuals access the help and support at a time when they need it most.

Kevin has a background in strategy and leadership with a double masters in health promotion and strategic management. He has also published within the Journal of Integrated Care, focused on the emergence of health and social care within Scotland.

14:20-14:40

EXPERT SPEAKER: CYARA

14:40-15:00

MUSEUM OF LONDON CASE STUDY: Market Forces – how the customer journey took a museum up a different street

ANTONY ROBBINS, DIRECTOR OF COMMUNICATIONS, MUSEUM OF LONDON

Director of comms Antony Robbins will tell us how getting into the shoes of its customers made the museum re-consider its offer, sharpen its brand and develop its content. Thinking like a consumer brand and putting customers at the heart of everything made the museum look again at its very location. As a result, a brand new museum for London will open its doors in West Smithfield in 2022. This will re-cast the museum’s entire relationship with London and Londoners.

Antony Robbins

Antony Robbins

Museum of London
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Antony Robbins

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.

coffee & networking break

evolution of voice of the customer

15:30-15:50

Evolution of ‘Voice of the Customer’ – Are you at the top of the ladder?

helen wilson, managing director, ipsos mori

  • 100 slide presentation decks delivered at annual reviews to real time, enterprise-wide feedback influencing tactical and strategic decision making from front line to board room
  • Paper/telephone survey responses to multi-mode feedback and bigger data providing a complete picture of the customer experience
  • Measurement to management …

We’ve come a long, long way, but, clearly, there’s still a whole lot of work to do: too many company leaders are telling us that their own organisations could be doing more to act on their customers’ feedback and deliver high quality customer service; too many customers are agreeing that’s so.

So what sits at the top of the VoC evolutionary ladder?  Where are you on that ladder?  What are some of the lessons we’ve forgotten from some of the lower rungs? The next rung – where do we go from here?

Helen Wilson

Helen Wilson

Ipsos Loyalty
X
Helen Wilson

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

15:50-16:10

expert speaker: tbc

16:10-16:30

trafford housing trust case study: Community Problems, Community Solutions: How to solve a problem like Poverty?

eve blezard, trafford housing trust

Utilising customer and community engagement  to transform community investment for Trafford Housing Trust. Trafford Housing Trust are a registered social landlord with around 9,000 properties across Trafford in the North of England. The trust has been issuing grant funding to community projects for the last ten years and has recently embarked upon a project to transform their approach to community investment. The trust will now allocate a £2 million dividend annually into community investment, with a view to tackling poverty in an innovative, new approach. To ensure the success of the new approach customer and community engagement was vital and the trust employed a range of methods to understand the needs and expectations of a wide range of stakeholders.  This presentation will cover the various challenges faced in customer engagement in a public sector setting as well as exploring the engagement methods utilised within the project and the findings that will now guide community investment across Trafford in the future as Trafford Housing Trust works on its missions statement of eradicating poverty across the borough.

Eve Blezard

Eve Blezard

Trafford Housing Trust
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Eve Blezard

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. .

the future of work

16:30-16:50

How to manage people in increasingly demanding times

david macleod obe, co-chair, engage for success

David will briefly outline the external forces increasingly bearing down on work places and also describe the developing demands of people from their place of work. Some organisations are responding well to these forces for the benefit of both the employees and their organisations but many are not. He will outline the four approaches that the successful organisations adopt in order to respond well to this changing context.

David macleod

David MacLeod OBE

Engage for Success
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David macleod

David MacLeod OBE

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.

16:50-17:10

expert speaker: tbc

17:10-17:30

unicef uk case study: Unlocking potential – when a disaster strikes

vicky johnson, head of supporter care, unicef uk

Unicef’s global mission is ‘a world fit for every child’, and it’s vital that every Unicef UK employee feels they can make a personal contribution to this, but like many charities and businesses, how do you truly unlock this potential?

Through a combination of employee and supporter (customer) engagement, we foster an open table for innovation, immerse ourselves in our strategic direction, and tune into supporters’ interactions across multiple live channels. When it comes to an emergency – be that from a natural disaster (sudden onset) to the ever changing global landscape (long protracted) – we’re prepared, but through employee empowerment, using a supporter-centric approach we can constantly adapt and react to the voice of our supporters’.

Vicky Johnson

Vicky Johnson

UNICEF
X
Vicky Johnson

Vicky Johnson

Head of Supporter Care

An accomplished Supporter Experience Leader with extensive knowledge and practical delivery of high-quality services to supporters across fundraising activities, channels and products. Proven record of producing successful solutions and transforming operations to deliver change and improve performance, whilst creating cost efficiencies and maximising revenue.

Practical delivery of Supporter Experience strategies, Voice of the Supporter Programmes, Supporter Journey Mapping and Touch-point Analysis to monitor, measure and review supporter engagement levels and identify gaps for future strategy development.

Extensive experience in leading people with a passion to engage and motivate staff in a culture of supporter excellence.

Specialties: Areas of expertise: Customer/Supporter Experience; Customer/Supporter Journey Mapping; CRM, Supporter Insight and Analysis, Live Chat, Social Media Engagement; SMS as a Service, Customer Service Management; Project Management; Team Leadership; Training; Change & Process Management; IT System Analysis & Implementation; Business Continuity; KPI Reporting; Gift Aid & PCI Compliance; Data Protection; PCI-DSS Compliance; Direct Debit and BAC’s Scheme Management; Supplier Management; Contract Negotiations; Mystery Shopping and Benchmarking; Innovation and Emerging Tech.

17:30-17:40

chair’s summary

mike havard, director, ember services

Mike Havard 440x440

Mike Havard

Ember Services
X
Mike Havard 440x440

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!)

17:40

DRINKS & NETWORKING PARTY WITH COMEDIAN ALUN COCHRANE

SPONSORED BY RANT & RAVE

HALL CHAIR: MARTIN HILL-WILSON, founder, brainfood consulting

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
X
Martin Hill-Wilson 440x440

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.

customer engagement in financial services, part one

11:00-11:20

zurich case study

emma huntingdon, managing director – futureyou, zurich

Emma Huntington - pic2

Emma Huntington

Zurich
X
Emma Huntington - pic2

Emma Huntington

Managing Director - FutureYou, UK Life

Emma is about change with a purpose. In Zurich FutureYou, Emma is spearheading a digital consumer business that represents a new approach to financial thinking for people who want to reach their financial goals. Have you signed up yet?

Since joining Zurich in September 2014 as Director of Marketing, Emma has helped design and introduce a customer-led marketing strategy that will continue to evolve in 2017. The aim? To help Zurich become the most customer-centric organisation in financial services.

But what came before? Emma has been championing, designing and implementing customer-led approaches across two decades, and across continents. Emma played a key role in transforming AMP – Australia’s largest wealth manager – from a product-first to a customer-first business. She also has experience working in Asia and the US.

Most recently she ran her own consultancy business, where clients have included St James’s Place, AXA, AMP (who must have liked her) and Macquarie.

What’s next? To power on with Zurich FutureYou ….

11:20-11:40

expert speaker: tbc

11:40-12:00

atom bank case study: THE FUTURE OF BANKING

michael sherwood, head of customer experience, atom bank

Atom is the UK’s first truly digital bank.

It’s innovative, low cost and customer obsessed.

Michael will talk through the banks journey to date, its overall philosophy and the core ingredients required to deliver industry disrupting CX.

Michael Sherwood

Michael Sherwood

Atom Bank
X
Michael Sherwood

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.

innovative and disruptive strategies in cx, part one

12:00-12:20

boxplus network case study: Content for a constantly connected consumer

matt rennie, managing director, boxplus network

  • Box Plus is the biggest music TV broadcaster in the UK serving up music and pop-culture content for a youth audience
  • Technological and cultural changes are altering how audiences are consuming and engaging with content
  • The way Box is producing and delivering content is changing as a direct result in an attempt to keep pace with the rapidly changing consumption patterns of the key 16-24 demographic
Matt Rennie

Matt Rennie

The BoxPlus Network
X
Matt Rennie

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.

12:20-12:40

expert speaker: tbc

12:40-13:00

facebook case study

jonathan herman, head of ecommerce & retail, facebook

JonathanHerman-SC-4

Jonathan Herman

Facebook
X
JonathanHerman-SC-4

Jonathan Herman

Head of eCommerce and Retail

Jonathan Herman works on the UK Retail and eCommerce team at Facebook advising clients on how to effectively use Facebook as a key performance marketing and branding tool. Jonathan has an extensive background in digital marketing across a number of disciplines including paid search, affiliate marketing and display advertising technologies. Prior to Facebook, Jonathan worked at Amazon, 118118 and Pigsback.com.

13:00-14:00

lunch

customer engagement in financial services, part two

14:00-14:20

royal bank of scotland case study: Overlaying DATA with Human Behaviour

sarah perkins, head of customer conversations, royal bank of scotland

Each time a customer has a touchpoint with an organisation, that organisation has an opportunity to deepen the relationship. Through the use of rich data, ‘dumb’ selling is fast being replaced by focussed value add messaging being positioned in the right place, at the right time, to the right audience. This messaging may not relate only to products, but also to enhanced service. Beyond observing the behaviour during and post interaction, the design of the messaging needs to be tailored to each recipient.

This talk will present two powerful case studies,  the first explores how data is changing the verbal conversations advisors have with our customers, the second will reveal how the use of Big Data has enabled us to use digital conversation to greater affect by bringing bank language into the 21st century, and how our use of language  can positively affect NPS & Call Propensity.

Sarah Perkins

Sarah Perkins

Royal Bank of Scotland
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Sarah Perkins

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.

14:20-14:40

expert speaker: tbc

14:40-15:00

travel insurance facilities group case study: The power of being you own passionate customer

fiona macrae, head of client engagement, travel insurance facilities group

When you start out as a passionate customer, you understand what the market needs better than anyone else. When you know what your customer needs,  you just need to fulfil that gap and technology is helping more and more.

Fiona Macrae of Travel Insurance Facilities Group realised there was a huge gap in the market.  She will share with you her hear felt story about how her life changing diagnosis of cancer inspired her and her colleagues to harness technology to transform the travel insurance market forever.

SONY DSC

Fiona Macrae

Travel Insurance Facilities Group
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SONY DSC

Fiona Macrae

Head of Client Engagement

Fiona Macrae is the Head of Client Engagement at Travel Insurance Facilities Group.  She joined TIFG in 2010 to develop a medical risk rating solution, Protectif that would challenge the travel insurance industry’s approach to customers with cancer and other medical conditions.

Fiona’s engagement with medical charities and people with all types of medical conditions has given the understanding of what customers with medical conditions want and need from a travel insurance product.  Which has enabled TIFG group to develop a medical risk rating tool which has the customer and their needs at the centre. This ensures the customer finds travel insurance cover for that much needed break after an illness such as cancer at an affordable premium.

Fiona’s background is insurance, she started her career at a high street broker, and from there she moved to Lloyd’s Broker Stirling Hamilton Wright as Head of VIP Client Services, where she worked with celebrity and high net worth clients. From 2006, she has been a leading figure in the travel insurance market, developing award-winning specialist travel products for those with medical conditions such as cancer and genetic diseases.

 

15:00-15:30

coffee & networking break 

customer data security & privacy

15:30-15:50

cordery compliance case study

Jonathan Armstrong, Partner, Cordery Compliance

jonathan-armstrong

Jonathan Armstrong

Cordery
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jonathan-armstrong

Jonathan Armstrong

Partner

Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries.

In addition to being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe.

Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to assess their customer engagement strategy post-GDPR.

Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their 2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 and has focused on technology, risk and governance matters for more than 20 years.

15:50-16:10

EXPERT SPEAKER: TBC

16:10-16:30

EXPERT SPEAKER: TBC

ARTIFICIAL INTELLIGENCE & ROBOTICS

16:30-16:50

Chat bots: Revolution or devolution? 

JIM MEADOWS, HEAD OF PRODUCT, myclever™ Lab

There are already over 30,000 chat bots deployed within Facebook’s Messenger platform. But what does the UK consumer really think about our new virtual assistants?

Jim shares myclever™ Lab’s latest research and confronts the challenges brands and technology need to tackle for conversational commerce to win with confidence.

Jim Meadows

Jim Meadows

MyCleverLab
X
Jim Meadows

Jim Meadows

Head of Product

Jim is Head of Product from Startup myclever™ Lab, an innovations company based in Manchester.

In his role, Jim heads up programs to build digital experiences and industry-first innovations by utilising emerging technologies and forming tactical partnerships with brands. So far Jim’s had a busy year; since the company was founded in April 2016 myclever™ Lab have introduced new technology to a number of enterprise clients, launched Europe’s first comprehensive events chat bot and completed research that caught the attention of The Times, The Spectator and Buzzfeed.

And, when he’s not building for brands, he’s leading experiments for Lab’s own products and pitching to VCs.

After studying journalism and screen-writing, Jim realised an affinity for digital, eventually finding a well-placed home at Virgin Media, where he produced award-winning work at the heart of channel development across Social Media and Communities.

Jim firmly believes ideas change the world and his role with myclever™ Lab allows him to work with many more brands to cultivate the sorts of innovations that do just that.

Jim is a family man and lives with his wife and two sons in the town of Sandbach, Cheshire and right now he’s excited as the family are expecting twins to arrive just before Christmas.

16:50-17:10

EXPERT SPEAKER: TBC

17:10-17:30

EXPERT SPEAKER: TBC

17:30-17:40

CHAIR’S CLOSING REMARKS

MARTIN HILL-WILSON, FOUNDER, BRAINFOOD CONSULTING

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
X
Martin Hill-Wilson 440x440

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.

17:40

DRINKS & NETWORKING PARTY WITH COMEDIAN ALUN COCHRANE

SPONSORED BY RANT & RAVE

 

hall chair: andrew mcmillan, principal, engaging service

Andrew McMillan

Andrew McMillan

Engaging Service
X
Andrew McMillan

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.

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

11:00-11:20

AO.COM CASE STUDY: Being Exceptional In The Moments That Matter

DANNY EMMETT, GROUP RETAIL OPERATIONS DIRECTOR, AO.COM

Find out how AO are delivering exceptional moments that matter to their customers. From how they approach customer experience and how they engage their people, AO is one of the leading Customer Experience organisations in Europe.

Wednesday, March 23, 2016. Photographer: Jason Alden 

Photographer: Jason Alden
www.jasonalden.com
0781 063 1642

Danny Emmett

AO
X
Wednesday, March 23, 2016. Photographer: Jason Alden 

Photographer: Jason Alden
www.jasonalden.com
0781 063 1642

Danny Emmett

Group Retail Operations Director

Danny is Group Retail Operations Director at AO World plc and is primarily responsible for Customer Experience, Contact Centres and Supply Chain.

Since he joined in 2009, AO has grown rapidly and Danny has held roles across the business including in Commercial, Operations and Purchasing.

Danny is an associate of the Institute of Chartered Accountants of England and Wales. He also holds a Masters in Management (MSc) and a degree in Economics BSc (Hons).

AO is on a mission to become the best electrical retailer in Europe. It’s a destination we’ll reach simply because we care more about being exceptional in the moments that matter.

11:20-11:40

Digital needs the Human Touch

sandra galer, consulting director, merchants

All indicators are that digitalisation is on the increase and for a number of years there has been talk about how automation will change the face of customer management. Some people have already predicted that robots will take over and one on one human interaction will become a thing of the past, however, if we look at the landscape as a customer, which we all are, can you really visualise never needing to speak to a person to resolve all of your queries ever again?  The answer is no, and that as much as customers and organisations want automation and self-service, there are points when only a human will do.

With that in mind, how do we retain the human touch and truly integrate digital into our service provision?  There is a fine balance between automation and making it impossible for one to one communication. The indicators are that it is a fine balancing act that we as providers to customers need to master to ensure a seamless experience and ensure that customers keep coming back for more.

Join us for a presentation by Sandra Galer, Consulting Director at Merchants on 8 November for a closer look at ‘Why digital needs the human touch.’

sandra-galer

Sandra Galer

Merchants
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sandra-galer

Sandra Galer

Consulting Director

As Consulting Director for Merchants, Sandra’s broad operational expertise combined with an analytical mind enables her to offer unique insights and practical solutions to clients that need to optimise customer service to achieve their goals for growth.

Since starting her career as a call centre agent 24 years ago, Sandra has held a wide range of operational customer management roles that include setting up and running contact centres for international clients around the globe.  Leading a team of experienced consultants, she is responsible for consulting support and advice, sales and the delivery of high quality customer service management solutions that work in the real world.

With over 20 years’ consulting and operational experience gained across a wide range of industries in the UK, Ireland, United States and South Africa, Sandra is passionate about customer service. Using a pragmatic approach, she is committed to showing businesses how they can benefit from customer service excellence through credible best practice expertise, practical experience and operational insights.

11:40-12:00

TESCO CASE STUDY

helen gales, customer service director, tesco

helen-gales

Helen Gales

Tesco
X
helen-gales

Helen Gales

Customer Service Director

engaging with the digital customer

12:00-12:20

three case study: #makeitright

danny dixon, Director of Customer Strategy and Base Marketing, three uk

Danny Dixon, Three’s Director of Customer Base, will share an exciting update on how Three will #makeitright in the area of Loyalty & Rewards by leveraging the powerful combination of their data, a strong brand, partner coalitions, and a great digital UX.  His will share the insights that inspired the programme, the approach and how it was done, and also the importance of the ‘can do’ people culture when delivering a mass market product from high-level idea to useable customer product in less than 1 year.

Danny Dixon

Danny Dixon

Three UK
X
Danny Dixon

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.

12:20-12:40

expert speaker: tbc

12:40-13:00

barclays case study:

dave shepherd, head of frontline help, barclays

 

Dave Shepherd

Dave Shepherd

Barclays UK Retail Bank
X
Dave Shepherd

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.

13:00-14:00

LUNCH

innovative & disruptive strategies in cx, part two

14:00-14:20

airbnb case study

adrian swinscoe, consultant, rare business ltd

Adrian Swinscoe, Consultant

Adrian Swinscoe

Consultant
X
Adrian Swinscoe, Consultant

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

14:20-14:40

What’s Next? – The Really Big Stuff in Business Strategy Innovation

Morris Pentel, director, customer experience foundation

At the Engage Summit in 2013 Morris Pentel’s keynote speech Bigger than the internet talked about why Mobile & Social Media was changing the fundamental economic conditions that organisations would have to deal with – today we take those conditions for granted. He talked about the idea of Scan and Go which has been launch by Tescos and other retailers this year.

Over the last 5 years he has successfully predicted some of the most significant trends that impact business strategy today. From the rise of social mobile to the 30% reduction in UK Contact Centres he has been on the money every time.

Now he’s back – In this session he will exclusively talk about the 5 disruptive innovations that he thinks will impact business strategy over the next 3 years. Find out What’s Next on your strategy agenda.

morris-pentel

Morris Pentel

Customer Experience Foundation
X
morris-pentel

Morris Pentel

Director

A futurologist and designer of customer experience & customer contact strategy.

A globally recognised professional public speaker and writer on the future of contact new technology & strategies running one of the most advanced business science organisations in the world.

A leader in Customer Experience Design & Engineering delivering reduced cost and increased profits together with improved process and experience to large organisations and governments around the world.

14:40-15:00

trentbarton case study: Talking with our Customers – Whatever Next!

jeff counsell, managing director, trentbarton

Following years of decline whilst in public ownership, the UK’s public transport system was privatised and deregulated in 1986. At this point, the management and employees at Trent Buses forged a buy-out of the Company to take it into private ownership and forward into the new, open, market. Just three years later a second company, Barton Buses, was purchased by the MBO. Today, these companies, operating across the East Midlands region and trading as trentbarton, are highly regarded in the UK transport sector for the quality of service provided and financial performance.

Customer engagement together with an intense focus on customer service have been and continue to be at the heart of this transformation. My presentation will provide a case study of a bus companies approach to reversing consumer decline and achieving growth by listening to our users and using research based methods in identifying new markets and attracting new users.

Jeff Counsell 2647

Jeff Counsell

trentbarton
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Jeff Counsell 2647

Jeff Counsell

Managing Director

Entered the transport industry as an engineering apprentice in 1974.

Career in passenger transport engineering progressed through a number of early supervisory and management appointments culminating in the appointment as Chief Engineer in Manchester in the early 1990’s. Personal development led to an MBA in 1995.

Moved to the North East of England to take up the role as Engineering Director with North East Bus Ltd, (now Arriva North East) before moving to join trentbarton as Engineering Director in May 1999.

In 2001 I took on the additional responsibility for the General Management Group’s Kinchbus business in Loughborough and two years’ later became Director of Service Delivery for all bus operations within trentbarton and Kinchbus.

Appointed to the position as Managing Director for trentbarton & Kinchbus in March 2009.

My enthusiasm and passion for our industry continues to grow. trentbarton is a customer focused, research led organisation with a passion for quality and service delivery and throughout my tenure as MD I have striven to maintain these principles above all else.

15:00-15:30

coffee & networking break

customer engagement in retail, part two

15:30-15:50

sofology case study: Co-creating your culture with customers and teams

alyson fadil, people director, sofology

Defining your culture can be challenging, at Sofology we co created ours with the help of both our teams and our customers. Shaping our values and demonstrating our behaviours with our customers has enabled Sofology to enhance its brand and truly ensure our customers feel at home on a sofa they love.

Alyson Fadil

Alyson Fadil

Sofology
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Alyson Fadil

Alyson Fadil

People Director

Professional Experience

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

The transformation has included rebranding a well-established retail business twice, 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 Ltd 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 also a high school governor and an ambassador of the North West Employee Engagement Group (NWEEG).

15:50-16:10

figleaves case study: A practical guide to implementing a multi-channel customer service strategy

leigh janson, customer service manager, figleaves

Multi-channel customer service has long been an aspiration for contact centres however the practicalities of actually implementing this presents the biggest challenges. Join Figlevaes for this case study presentation where they will discuss:

–       The challenges of managing disparate systems
–       How to pick the right channels for your customers
–       How to manage the transition from one channel through to multiple channels and the implications on agent management
–       How to future proof your technology investment to accommodate new and emerging channels such as video

16:10-16:30

kia oval & american express community stadium case study: The High Speed Customer Experience

nick brice, l&d partner, american express community stadium

In some retail environments, turning a transaction into a human interaction is a big challenge, given the operational time pressures, and often high staff turnover. Drawing on case study material from The Kia Oval and the American Express Community stadium, Nick will share some practical methods that have achieved measurable increases in revenue within minutes of being implemented.

Nick-Brice-440x440

Nick Brice

American Express Community Stadium
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Nick-Brice-440x440

Nick Brice

L&D PARTNER

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.

employee recognition, reward & retention

16:30-16:50

starbucks case study: making it personal

carol muldoon, vp, partner resources, starbucks

The ability to attract, recruit and retain great talent is becoming more challenging by day. Great candidates, particularly millennials, expect more than just a fair wage and a great job, many want to be part of something that is bigger that they can be proud of. Carol will share a brief Starbucks case study on how they are facing into this challenge and how she has had to step back to ensure that the way they reward and recognise their partners is relevant and is helping to retain them on the organisation.

Carol Muldoon

Carol Muldoon

Starbucks
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Carol Muldoon

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.

16:50-17:10

expert speaker: tbc

17:10-17:30

esi media case study: WE ARE HUMAN(RESOURCES)

kannan ganga, group hr director, esi media

How to win hearts and minds when doing collective redundancies. Set within the context of the Independent during 2016 when the Independent became the first UK news publisher to switched to a digital only offering.

Kannan Ganga

Kannan Ganga

ESI Media
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Kannan Ganga

Kannan Ganga

Group HR Director

I’m an experienced HR executive working in the UK, but with broad international experience. I’ve led fast moving, organisations as well as those undergoing significant transformation and change, including both mergers and acquisitions and divestment.

Throughout my career I’ve delivered on both a strategic and operational level and had the opportunity to work in both specialist and generalist roles, My career has included time working in media and business services all in times of significant change.

This has built my expertise in compensation and benefits, organisational development, talent management, strategic resourcing and employee relations. I’ve partnered with a range of CEOs and board colleagues and contributed to the broader business leadership and strategy. I like to innovate and find creative, commercial solutions to business issues.

I pride myself on my communication skills and broad business knowledge. I’m down to earth, calm and measured whilst still working at pace and focused on delivery. My range of experience means I’ve learnt to adapt and flex to different industries and cultures.

When I’m not working, I’m passionate about education, skills and the world of work in general. I’m a regular commentator on developments within the industry and have written for publications in the UK and US and spoken at conferences across the globe.

Specialties:

International HRM
Change Management
M&A
Leadership Development
Employee Engagement
High Performance Coaching
Organisation design and development
Learning & Development design and delivery

17:30-17:40

chair’s summary

andrew mcmillan, principal, engaging service

Andrew McMillan

Andrew McMillan

Engaging Service
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Andrew McMillan

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.

17:40

drinks & networking party with comedian alun cochrane

sponsored by rant & rave

hall chair: cathy brown, executive director, engage for success

Cathy_Brown-1

Cathy Brown

Engage for Success
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Cathy_Brown-1

Cathy Brown

Executive Director

Currently the 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

customer & employee engagement

11:00-11:20

exclusive ebm 2016 cx survey results

powered by qualtrics

11:20-11:40

expert speaker: tbc

11:40-12:00

eau palm beach resort & spa case study: Values; the secret truth about employee engagement

simon lewis, owner, eau palm beach resort & spa

When a Ritz-Carlton in Palm Beach, Florida had to become an independent-minded newly-branded hotel, Simon and his team embarked on a journey to change and install a completely new set of values into a workforce once loyal to a different culture. Simon explains how values led leadership can transform your business, discussing what might happen if your employees become disengaged from your identity and revealing how they become your brand’s biggest asset when they become fully engaged employees.

In this session you will learn:

  1. How to move your business from zero to hero less time than you imagine
  2. The missing ingredient most employers forget
  3.  Strategies to guarantee training success
  4.  How to manage and motivate staff to become an industry benchmark
  5. Why leadership accountability is your biggest challenge
Simon_Lewis-24

Simon Lewis

Eau Palm Beach Resort & Spa
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Simon_Lewis-24

Simon Lewis

Owner

Simon is an actively involved, hands-on business director, always in the midst of exciting new projects. Simon’s area of expertise is in global hospitality for LFH, the private family business behind River Island and a global real estate portfolio. Yet his key area of responsibility is in directing and consulting the creative people around him, sharing their success of failures by being a valuable critic of process in the commercial machine.

Regularly challenging employees and colleagues beyond their normal comfort zones, Simon uses his relaxed manner to constantly stretch their knowledge, understanding and skills to boost performance and achievements. He combines 25 years experience in brand values, destination marketing and sales strategies associated with the travel, tourism and hospitality industries with his skills in Neuro Linguistic Programming to develop creative solutions which achieve consistently measurable often award-winning results.

In 2007 Simon Simon conceived, developed and opened a multi-award winning luxury Spa business in the US. In 2013 he was instrumental in creating and implementing a new cultural identity for one of the Group’s flagship hotel properties, the 5 star Eau Palm Beach Resort in Florida. Here his work encompasses the complete values set which underpins the core identity of the business from guest touchpoint to employee engagement.

Simon is constantly seeking new challenges and achievements and is presently studying for a degree in Photographic arts. As well as a keen photographer and drone pilot, Simon is an enthusiastic kite-boarder, scuba-diver and snow boarder. He holds a commercial pilot’s license and is a trainer of NLP.

future of the contact centre

12:00-12:20

ethiopian airlines case study

hailemelekot mamo, managing director, ethiopian airlines & rod jones, owner, contact centre consulting

Rod

Rod Jones

Rod Jones Contact Centre Consulting
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Rod

Rod Jones

Owner

As an independent consultant to the industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Advisor and Subject Matter Expert in the extremely complex and specialised field of customer service delivery.

When it comes to the strategic issues of Call Centres, Contact Centres, Customer Experience Management (Including CRM, CxM and CEM) and BPS&O (Business Process Services and Outsourcing), the professional services he offers to clients draw extensively on his wealth of experience, to provide relevant and logical solutions to this multifaceted subject.

Experience, however, is not enough on its own: he cites passion as being a vital element in his success and he brings this passion to his work in assessing and auditing call centres and contact centres and in focusing on the strategic, planning and operational issues that impact upon them. In addition, he is widely recognised for his strategy development facilitation skills when working with executives.

12:20-12:40

expert speaker: unify communications

12:40-13:00

barclays case study: STRIVING TOWARDS AN OMNICHANNEL CUSTOMER ENVIRONMENT

simon separghan, director of global contact centres & digital channels, barclays

Customers now expect more from their providers with rising expectations and demands. Customers no longer compare their providers against industry competition but right across everywhere they interact. Technology is moving at pace and there is an emphasis on businesses to ensure that their customers’ journey across all channels is completely seamless – and it can be tough! Barclays have invested in their technology, people and processes to strive towards creating an Omni Channel environment to provide the very best outcomes for customers. This presentation will take you through Barclays’ journey to Omni Channel with a focus around future proofing colleague experience and investments in new and exciting capabilities such as Barclays Video Banking (on demand, appointment based, branch based), secure live mobile chat and the integration of an award winning Social Media Team. We will also look at throughout this period of change we have future proofed colleague experience and ensured strong engagement.

Simon Separghan

Simon Separghan

Barclays
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Simon Separghan

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

13:00-14:00

lunch

customer engagement transformation, part two

14:00-14:20

disney case study: Customer Excellence is the External Manifestation of Internal Alignment

malcolm ross, associate partner, Smith+Co Consultancy

A practical and transferable methodology for achieving customer excellence by aligning internal and external customers.

We will use our operational expertise at The Walt Disney Company, and common themes from leading clients, such as Premier Inn and Burberry to illustrate our approach.  We will summarise how to use the emotional connection that customers want with an organisation to define the experience and create a mission for employees, how to enable and empower employees through a loose-tight framework, and how to embed change into the corporate fabric through HR.

Malcolm Ross

Malcolm Ross

Smith+Co Consultancy
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Malcolm Ross

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.

14:20-14:40

expert speaker: tbc

14:40-15:00

sureflap case study: Providing purr-fect service in the connected world

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, as well as how the business will be evolving in the future and share her strategy for supporting their new connected suite of products.

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

Sarah Metcalfe

Sarah Metcalfe

Sureflap
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Sarah Metcalfe

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.

15:00-15:30

coffee & networking break

learning & development

15:30-15:50

bp case study

nick shackleton-jones, director, learning innovation & technology, bp

Nick Shackleton-Jones

Nick Shackleton-Jones

BP
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Nick Shackleton-Jones

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.

15:50-16:10

EXPERT SPEAKER: TBC

16:10-16:30

Winning Attitudes: What does it take to be successful?

DR. AMANDA POTTER, CEO, ZIRCON MANAGEMENT CONSULTING LTD & GOLDIE SAYERS, RETIRED OLYMPIC ATHLETE

Zircon Management Consulting have interviewed 42 high flying CEO’s, Entrepreneurs, Media Personalities and Olympians, such a Sir Clive Woodward, Jacqueline Gold CBE and Mark Foster, to identify the critical ingredients for achieving unprecedented success. They discovered that it is more than luck or intelligence; it is about having a Winning Attitude.  Dr Amanda Potter and Goldie Sayers, Javelin Olympian, invite you to explore the 10 characteristics that make up a Winning Attitude, such as Burning Ambition and Unwavering Belief, bringing them to life with key insights from the experiences of the interviewees.  The session will also present how you can identify the winners within your team and organisation to ensure employee engagement and improve customer experience.

Amanda Potter New

Dr. Amanda Potter

Zircon Management Consulting Ltd
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Amanda Potter New

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.

THE EVOLUTION OF CX SERVICE DESIGN

16:30-16:50

case studies from virgin, fidelity and bupa: when (and when not) to use customer experience design

sean risebrow, director of customer EXPERIENCE, bupa

Great companies get the experience right by design and not by luck.  But the secret to success isn’t in the development of great blueprints.  The value to the customer, and the value to the business, comes when the designed experience is delivered consistently by the organization for customers.  So the session will focus on when (and when not!) to use customer experience design and how to ensure its adopted so that organizations really do make a difference in the daily lives  of employees and customers.

Sean Risebrow 440x440

Sean Risebrow

BUPA
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Sean Risebrow 440x440

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.

16:50-17:10

EXPERT SPEAKER: TBC

17:10-17:30

direct line case study: Designing the customer experience to drive value

manuela pifani, head of customer strategy & experience, direct line group

  • Getting under the skin of what customers really experience and expect
  • Generating actionable insights to improve the customer journey
  • Tackling the challenge of the omni-channel customer
Manuela Pifani

Manuela Pifani

Direct Line Group
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Manuela Pifani

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.

17:30-17:40

CHAIR’S SUMMARY

CATHY BROWN, EXECUTIVE DIRECTOR, ENGAGE FOR SUCCESS

Cathy_Brown-1

Cathy Brown

Engage for Success
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Cathy_Brown-1

Cathy Brown

Executive Director

Currently the 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

17:40

drinks & networking party with comedian alun cochrane

sponsored by rant & rave

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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

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Date: 8th November

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  • 4 Seminar Halls
  • Join Roundtable Sessions
  • Lunch & Refreshments
  • Networking App
  • Presentation Slides
  • Access to Video Library
  • Networking Drinks Party
£995 +VAT £199 Order now

Date: 8th November

Silver

5 TICKETS

  • End User
  • Full Conference Pass
  • 4 Seminar Halls
  • Join Roundtable Sessions
  • Lunch & Refreshments
  • Networking App
  • Presentation Slides
  • Access to Video Library
  • Networking Drinks Party
£1995 +VAT £399 Order now

Date: 8th November

Gold

10 TICKETS

  • End User
  • Full Conference Pass
  • 4 Seminar Halls
  • Join Roundtable Sessions
  • Lunch & Refreshments
  • Networking App
  • Presentation Slides
  • Access to Video Library
  • Networking Drinks Party
£2995 +VAT £599 Order now

Date: 8th November

Supplier

1 Ticket

  • Industry/Service Provider
  • Full Conference Pass
  • 4 Seminar Halls
  • Lunch & Refreshments
  • Presentation Slides
  • Access to Video Library
  • Networking Drinks Party

Industry/VENDOR

£1495 +VAT £299 Order now

Sponsorship Available