Customer Engagement Summit 2017
Europe's biggest customer and employee engagement event
2016 customer engagement summit saw records broken
More than 900 delegates – a new record – attended Engage Business Media’s fifth annual Customer Engagement Summit, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference, on Tuesday November 8 2016 in Central London.
So the scene is set for a fantastic day on November 13 2017 with our sixth Customer Engagement Summit and our Annual Engage Awards under the same roof and on the same day – it’s definitely one for your diary!
The Customer Engagement Summit 2016 Highlights
2016 Customer Engagement Summit Event Guide
The day in photos
Speaker Bitesize Insights
2016 Keynote Speakers
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.
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 1600 branches nationwide, including the Max Spielmann and Snappy Snaps brands and a successful Timpson Locksmiths business. The Group has a turnover of over £200m and profits of over £25m. It is a private business wholly owned by John Timpson and his family. Timpson is recognised for its creative approach to employee engagement and innovative work helping ex-offenders – it is the UK’s most active employer of people from prison.
Recently widowed, John Timpson was married to his wife Alex for 47 years. He has five children Victoria (47), James (45), Edward (42), together with Oliver (40) and Henry (29).
John and his wife were also foster carers for 31 years, during which time they fostered 90 children.
In 2000 he wrote ‘Dear James,’ which passes on to his son James, now Timpson’s CEO, the lessons learned in 25 years as a Chief Executive. A management maverick, he describes his business philosophy in ‘How to Ride a Giraffe’, ‘Upside Down Management’ and ‘Ask John’. His latest book ‘High Street Heroes’ was published in 2015.
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.
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.
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.
2016 Hall Chairs
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.
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
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!)
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.
Dr. Amanda Potter
David MacLeod OBE
Dr. Simon Moore
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.
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: email@example.com
Alice Colarusso has worked within internal communications and digital marketing for 10 years. She has been with ITV for over five years and has recently been promoted to head up the Internal Communications team.
Her experience includes change management, company rebrands, launching global intranets, B2B and B2C websites, emails, mobile apps and social media. A key focus has been developing the company’s tone of voice to one that resonates with colleagues and drives employee engagement.
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.
Justin Conry is currently Head of Transformation in Three Ireland, leading a team accountable for Change Delivery, Digital adoption, Customer Experience, Continuous Improvement and CRM Systems. Justin has 20 years industry experience in senior roles leading strategy, planning and programme management. Justin worked for Vodafone Ireland for 10 years latterly as Head of Strategy & Planning. Justin moved to Aviva Europe as European Head of Planning and Governance across 10 markets and then to Microsoft as Director of Channel and Programs for EMEA. Immediately prior to joining Three Justin worked in the Business, Strategy and Transformation practice with BearingPoint (Technology and Management Consulting), across the public and private sector.
Declan Boyle is Head of Customer Value Management at Three, Ireland – leading a team with overall responsibility for churn and up-selling the base. The Customer Value Management function consists of Customer Insight including Voice of the Customer, Advanced Analytics and Base Management.
Declan has 15 years industry experience in Online Gaming and Telecoms. Declan spent the first 7 years of his career at Sportingbet, starting in a Customer Support role before moving into CRM. After joining, Virgin Games, Declan became Product Manager of International Markets before becoming Head of CRM. Prior to joining Three, Declan was Head of Retention at Williams Interactive, the gaming division of lottery company Scientific Games.
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.
Carine has wide-ranging experience in supporter engagement with a special interest in Social Media Engagement. Carine has focused on communicating with different audiences throughout her career from initial experience at Bloomberg L.P in Global Data, then moving into building international partnerships via KfW before moving into the charity sector at the National Citizen’s Service, leading to her current role at Unicef UK where supporter engagement is central. Building on multi-channel engagement of supporters via social media, email, Live Chat, SMS and Telephone to anticipate and respond to supporter, using supporter stories to map the way the Supporter Care Team respond to supporters.
A lead in the ‘Voice of the Supporter’ working group to enhance and understand the voice of each different type of Supporter at Unicef UK.
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.
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.
Helen Gales has been the Customer Service Director for Tesco PLC since 2012 leading the service strategy. Prior to taking up this role, Helen joined the Tesco team in 1995 holding various management positions where she ran a number of convenience and large stores and then as a Store Director leading groups of Extra stores.
Helen has been responsible for Tesco’s improvement in customer experience satisfaction, ensuring that each of the 2000 stores not only operates from a functional service aspect; such as not queuing at checkouts; but bringing the strategy to life by emotionally connecting colleagues to customers. To do this, Helen was instrumental in the service culture change within the organisation. She created a programme that focussed on reshaping 6 key parts of the business with a brand new way of engaging colleagues.
Helen’s strategy has evolved more recently, helping the wider business; Tesco Bank, Tesco Mobile, Call Centres, Dotcom; to truly provide a consistently helpful and friendly multi-channel experience.
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 ….
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.
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.
Michael is a national awarding winning customer experience professional, with an 18 year track record leading front line service operations and customer experience functions for brands such as Orange, Tesco Bank & Virgin Money.
Michael’s current role is Head of Customer Experience for digital only fintech start up, Atom Bank.
With a unique combination of insight, CX and operational positions, Michael has a 360 degree view of what it takes to design and deliver industry disrupting customer experiences.
Paul Baxter, Head of Direct – Markerstudy Group, joined Chaucer Insurance with a proven track record in online motor insurance, with over 20 years in the insurance market. He joined Chaucer Insurance from Renaissance Insurance in Russia, where he was Vice President for Motor Insurance. Paul has extensive knowledge of the insurance industry and his previous roles include Head of Motor for Direct Line, Commercial Director at Tesco Compare and as Head of Insurance for Tesco Personal Finance.
Born in Cyprus to British Forces parents, I spent 6 of my first 11 years living in different countries, before settling in Surrey. I left school at 18 and like so many, sort of fell into insurance for what was then Sun Alliance, based in Croydon.
At 21 I chose to become a Telesales agent for a new insurance start up (Royal Bank of Scotland Group Insurance Company Limited) which subsequently became Direct Line. Over the years I progressed to Assistant Motor Underwriting Manager, sitting on the ABI Group Rating Panel, before taking a 6-month secondment in 1997 based in Edinburgh with Tesco Personal Finance to help launch their Motor product.
The 6 months lasted 4 years, before returning to Direct Line as the Online Sales Manager for Car Insurance. Over the next few years, online sales increased, as did my areas of responsibility and ultimately I looked after the entire online customer journey for Direct Line products.
In 2008 I joined Allianz as part of a new team to help develop and deliver new Car & Home insurance products for their Direct business; these launched in 2010 & 2011 respectively.
Not long after I was looking for a new challenge and so joined 1st CENTRAL in 2012 as Head of Customer Experience. And it’s been a rollercoaster of a ride ever since.
Three-time Olympian, World and European Championship finalist and 11 time UK Champion, Goldie dominates her event and is one of athletics’ most popular ambassadors.
In Athens in 2004 she was the youngest member of Team GB. In Beijing in 2008 she finished fourth, missing a podium place by just 38cm. In the run-up to the London Olympics she confirmed her position as a medal prospect when she broke her own British record at the Crystal Palace Grand Prix with an opening throw of 66.17m which put her in world leader position just three weeks before the start of the London Games. But elation turned to agony as an elbow injury, sustained during the Crystal Palace competition, destroyed her chance of reaching the 2012 Olympic final.
As one of the most consistent senior members of the British athletics team and a former team captain, she is admired and respected for the commitment and dedication she has shown to her sport ever since she won her first English Schools’ Championship as a 14-year-old. She is proud to have been re-elected to serve a second term as a member of the British Olympic Association’s Athletes Commission.
Goldie first came to national attention as an under-11 National Table Tennis Champion. She has also represented her county at tennis, hockey and netball. She graduated from Loughborough University with a first class honours degree in sport and exercise science and is a classically trained violinist and pianist. An experienced motivational speaker, Goldie’s message of ‘attitude is a small thing that makes a big difference’ is delivered to audiences across the country from schools to blue chip companies.
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.
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.
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.
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).
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.
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.
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.
High Performance Coaching
Organisation design and development
Learning & Development design and delivery
Director of Eagle Labs & Digital Eagles for Barclays Bank I have the great privilege of looking after our 17,000 Barclays Digital Eagles. I have operational and implementation responsibility for the delivery of the Barclays Eagles Labs programme nationally, we currently have 3 Labs situated in Bournemouth, Cambridge & Brighton with Birmingham, Bristol, Manchester, Oxford and Reading coming in the next 3 months.
Barclays Eagle Labs provides maker space facilities, office & desk rental as well as business incubation for start ups and high growth entrepreneurs. Our Eagle Labs are built in co-ordination and consultation with the local community.
I am also Chairman of the London Digital Security Centre, a not for profit company who have a goal to protect and inform SME’s across London from Cyber Security and Online Fraud.
Our Mission: “To Be The Most Digitally Savvy Workforce in UK Retail”
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.
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.
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.
Nick is L&D Partner for the American Express Community Stadium – creating and leading a multi-award winning change, leadership development and customer experience development programme since late 2010. This development programme has helped the stadium win premier national and international awards for every area of the customer journey – Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies!
Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership and Professional Impact for multi-nationals in San Francisco, Milan, Rome, Sofia. Safety Leadership programmes in UK, Sydney, Melbourne, Istanbul.
The Team Brighton programme is the first-ever development programme to win three Gold National Training Journal Awards for Change Management, Leadership Development & Learning Partnership
– 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
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.
Dr. Amanda Potter
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.
David MacLeod OBE
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.
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.
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.
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
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. .
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.
After working in Parliament and policy, Simon worked in public affairs at a leading Westminster consultancy for clients across a range of service delivery sectors including Virgin Care. This experience, alongside a broader interest in customer service, lead to Simon joining Virgin Care full time where he has taken on increasing responsibility; first for how the organisation communicates with stakeholders and, more recently, for customer service and experience.
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.
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.
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.
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.
Jamie has spent over 22 years in the field of Customer Experience (CX) helping brands connect with their customers. In addition to CX, his expertise in performance improvement enables him to help drive engagement through action embracing CRM, comms, loyalty, reward and employee engagement techniques. He is a regular speaker on CX and is engaged in the industry with MRS, ESOMAR and MSPA memberships.
I’m an engineer of IBM Watson, the question-answering system that was unveiled in 2011 on the US TV quiz show Jeopardy! I’m a developer responsible for our approach to understanding why Watson generates the answers that it does, as we work to bring the Research achievement to industries from healthcare to financial services.
Peter Ryan has been at the forefront of contact center services market advisory for over a decade. Having began his career in London at Datamonitor in 2003, he quickly established himself as one of the foremost experts in the burgeoning CRM sector.
Over the course of his career, he has advised contact centre outsourcers, their clients, industry associations and governments on matters ranging from vertical market penetration and service delivery to best practices in offshore positioning.
Peter Ryan’s expertise in outsourcing has been recognized multiple times. He was awarded callcentrehelper.com’s prestigious Best Respected Contact Center Professional in 2015 and was included in Fonolo’s Top 16 Analysts Covering Customer Experience. He was also included in each iteration of the Nearshore Americas Power 50 influencers listings, which identified the most important outsourcing executives in the Western Hemisphere.
Mark Chaplin is an information risk management leader with the Information Security Forum. With 25 years of experience in IT and information security, his role includes defining the ISF’s strategy for tools, methodologies and frameworks. Mark is the principal author of the ISF’s Standard of Good Practice for Information Security, has been a key contributor to the development of ISACA’s COBIT 5 and represented the ISF in contributing to the development of several ISO standards covering information security.
Russell is a contact centre industry veteran. He founded his former company, Call Centre Technology (CCT), in 1997 to offer technology transformation as the world of the call centre transitioned into the contact centres we recognise today. Capita recognised the expertise represented by CCT’s 200 employees and acquired the company in 2011 to form a foundation stone of Capita IT Services. Refreshed and energised after a short break, Russell launched Unify Communications in 2013. He identified the emergence of cloud-based technologies (SaaS) and the innovations such software products bring to the contact centre in order to transform customer experience for all organisations, not just the larger brands. As the CEO of Unify Communications, he guides his experienced team on CX transformation projects for organisations both nationally and internationally. Russell is passionate about customer engagement, and enjoys providing his customers with industry-leading innovation & support throughout their journey.
Dr. Simon Moore
Dr. Simon Moore is a Chartered Business and Consumer Psychologist and partner with the award winning psychological insight and behaviour change consultancy, Innovationbubble (www.innovationbubble.eu). Simon and his team help well-known global brands uncover the practical psychological influences on engagement, purchase, trust and loyalty.
Innovationbubble has won multiple awards, including for work on employee and customer engagement, and has enhanced the customer excellence, strategic capability and commercial success of well known global brands in the financial services, pharmaceuticals, health, retail, leisure, food and fashion sectors.
Simon is an author and regularly presents at international conferences on the psychology and behaviour of customer experience. He is an advisor to the UK and US governments, and frequently appears on the TV and radio and in the press discussing consumer psychology and behavioural intervention.
Adam Charlesworth is a leadership consultant and educator who for more than fifteen years has been helping managers at all levels across a wide range of industries think more clearly and creatively about their service culture, their client orientation and what their organisations, their teams, and most importantly, their customers, really want from them.
A long-time collaborator with the Academie du Service here in the UK and throughout the world, Adam has also built, developed and led Corporate Universities and leadership development initiatives for blue-chip companies in Europe, the Americas and Asia.
Louisa leads the EMEA consultancy team for Instinctif Partners’ Engagement Practice. Instinctif’s engagement clients include eBay, Thomson Reuters, Portsmouth University, Coach and Starwood Hotels and Resorts. Working across the customer and employee audiences, Instinctif helps its clients to develop compelling narratives and strategies that work from the inside-out to ensure they become reality: people doing things because they want to.
Louisa has worked for 16 years in employee engagement and employer branding across automotive, FMCG, travel, oil & gas, banking, retail and the public sector and has worked within Omnicom, Publicis and the UK Government. During her career she has led on employer brand and employee engagement for a wide range of companies including Unilever, Volvo Group, GSK, British Airways, NHS Blood and Transplant and Standard Life Investments.
Claire has specialised in customer feedback for well over 15 years. Claire has run programmes in the Financial Services sector, and more recently supported a wide range of organisations in the development and implementation of programmes that not only drive improvement in customer experience but deliver measurable business results. Claire’s passion is to ensure that Confirmit’s clients’ programmes help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organisation to do the right thing for both their customers and the business as a whole.
Ian McVey leads Quatrics’ enterprise team for Northern Europe. He set up the company’s London office in June 2015 and is responsible for driving go to market and sales strategies for Qualtrics in EMEA.
Previously, Ian was Director of Marketing and Business Development, Enterprise and Systems Integrator Segment at Interxion. His responsibilities included developing and driving Interxion’s go-to-market proposition for the enterprise and systems integrator segments, including all aspects of sales and marketing.
Ian has over 15 years of industry experience in a variety of strategy, sales and marketing roles at Microsoft, Cable & Wireless and LEK Consulting. Before joining Interxion in 2011 he was Director of Sales and Business Development for the Microsoft Practice at CSC. He holds an MBA from London Business School and a Masters in Engineering from the University of Oxford.
Rachel is an expert in customer analytics. She has over 10 years’ experience working within customer engagement technology and consulting on large scale Customer Experience projects across many vertical sectors.
Rachel not only understands Customer Analytics technology but also the underlying methodology and best practices to make a project a success.
Responsible for the delivery of Customer Experience and Operational improvement projects for Verint customers and consulting with other organisations to offer thought leadership and project mapping. The practice enables customers to drive customer engagement optimisation from Speech Analytics, text analytics, Enterprise Feedback Management, Voice Biometrics and the single view solution called Engagement Analytics.
Rachel regularly presents at conferences and corporate events around Europe, Middle East and Africa and is a regular contributor across all media from TV to business press.
Rachel is passionate about making the voice of the customer shout louder from all customer touch points across multiple channels to drive action throughout the organisation, and her professionalism makes her a trusted advisor for many organisations.
Thierry Aubert is the Chief Operating Officer at MediaTech Solutions, a leading provider of Real-Time Feedback and Engagement Management solutions. Thierry leads MediaTech’s product strategy and development and oversees the services and expertise delivered by MediaTech to its clients.
Prior to joining MediaTech, Thierry worked for 15 years in the telecom industry, developing solid experience and expertise in the areas of CRM, Customer Experience Management and Business Intelligence. Thierry held numerous management positions at several telecom software vendors like Gemalto or Syniverse where he managed products and services and ensured tangible value creation for many telecom operators.
Mark has over 20 years’ experience in delivering transformational communication solutions for global brands in Retail, Banking & Finance and Utilities. A regular speaker at industry events, specialising in Enterprise Customer Engagement and how to maximise the value of customer communications today and into the future.
His background includes Sales, Marketing and General Management roles at Pitney Bowes and Managing Director of Netcom Communications which rose to become market leader in just over 3 years. For over 12 years, Mark has worked with the Webio Executive Team in deploying cutting-edge Enterprise customer communication solutions.
At Interactive Intelligence we help our customers to turn customer service into competitive advantage.
I work with Financial Services organisations to deliver technology solutions cost-effectively to make an impact on their business. My strengths are in scoping and delivering Communications-enabled Process Automation and disruptive technologies for the contact centre.
Specialties: Preparing and presenting Technology Transformation, CRM Integrations (Lync, SFDC, home-baked SQL), CAAS versus premise solutions, compliance, outbound strategy and blending, Workforce Management, Analytics.
I really like helping. I have a great team and a lot of information available – so just ask me.
Leigh Janson has been with Figleaves for the last 7 years as the Customer Service Manager and is responsible for managing over 10k customer contacts and increasing net promotor score. She has also held a variety of other positions prior to Figlevaes which included strategic management and IT lecturing.
Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in international marketing, customer experience, product management and business development. He joined IMImobile having spent the last 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.
Nick is the General Manager of EMEA for Cyara. In this role, he is responsible for establishing and growing the business throughout that region. Nick is focused on ensuring success for Cyara’s European customers and in delivering business value to help them drive quality customer experiences.
Prior to joining Cyara in 2011, Nick was responsible for Business Development and GTM strategy for Telstra’s Contact Centre Software as Service offerings to the Enterprise and Government sector throughout Australia. This role built upon a solid foundation in IT acquired in Project Management and Consulting roles with Computershare in Australia, and at ATOS in the UK.
Nick is married with 2 children, and is a keen rugby union supporter.
Mr. Patel leads the business in Western Europe and has over 20 years of experience in telecommunications. Prior to joining, Surash worked at KPMG delivering operational & business consulting projects for major telecommunications operators and private equity clients. Surash has also worked for Accenture, O2 and BT in various consulting and business development positions. Surash has an MBA from London Business School and a BEng (Hons) in Electrical & Electronic Engineering from Brunel University.
Making organisations better through game changing neuroscientific insights.
Equipping Coaches to ask superior questions by understanding neuroscience.
At Synaptic Potential we’re all about creating Engaged Brains. Reliably simple applications underpinned by neuroscience lead to game changing insights and results.
Since leaving medical school I have focused on practically applying the latest research around how the brain and mind work to help people achieve goals that are important to them.
According to the article by Lee, Butler & Senior “The brain in business” states that ‘There is no doubt that application of neuroscientific tools, and more importantly a neuroscienfitic way of thinking, to business problems will have a major impact on the way we understand marketing and business in the near future.’
My professional goal is to contribute to the fields that bridge the gap between neuroscience and business. We do this in part through collaborative research, case studies, training, writing books and speaking.
Neuroscience is making new levels of optimal performance possible and I am dedicated to enabling more people to realise more of their potential by understanding how their biggest resource works.
My aim with the book ‘Make Your Brain Work’ published in January 2013 is to support individuals and companies to increase their productivity, efficiency and effectiveness to achieve their objectives.
‘Neuroscience for Coaches’ published in 2014 is designed to equip anyone in a Coaching role to understand a little more of how the brain works specifically in the way they are working with others. We also run a public programme by the same name for people who want to deepen their understanding.
The third book, ‘Engaged: the neuroscience of creating productive people in successful organizations’ was written in response to our work with organizations. It includes bold ideas based on the neuroscientific research.
I am responsible for creating and managing the strategy for all CLM and CVM activities within PAYG. This includes cross-sell/up-sell, value management, engagement and retention campaigns to drive net revenue lift, top up lift and incremental active customers to the PAYG base.
Diana’s 12 years’ B2B and B2C marketing experience allows her to understand how important it is to utilise all feedback and customer data to personalise every touchpoint in the customer journey. This builds brand equity and loyalty to deliver customer experiences that delight.
A global Internal Communications professional with over 15 years’ experience across consumer, IT and financial services organisations. Sarah specialises in leading complex internal communication programmes including M&A activity and large scale transformation programmes.
Steve is a successful career journalist, thought leader and published author with a wealth of experience in all forms of media, both offline and online, including local and national press, trade and business publications, TV and radio, websites, social media and online web event broadcasting. Engage Business Media has rapidly established itself as beacon of thought leadership in a rapidly changing customer and employee environment. Steve is widely recognised as one of the world’s leading journalistic authorities in the fields of customer and employee engagement strategy and the increasingly important role of multichannel customer engagement strategies in business.
I got a lot from the day – you had some great speakers and there were some recurring themes through-out the day which was great to see as a pulse of what’s happening across the industry. I also loved that a lot of people weren’t trying to sell you their services but were in fact sharing their experiences. Head of Customer Relations, The 02
Presentations were a good length. The networking opportunity was great. All in all a really good day! Sales Operations Manager, Reed.co.uk
One of the best events I have been too! Great speakers, great atmosphere, great content/mind share. I'll be there next year!
Retail Specialist, AT&T
The customer engagement summit remains the one event throughout the year that I clear my diary for. In the three years it’s been running I have not attended a single presentation that hasn’t been both high quality content and delivered in a professional manner. Founder, Customer Champions
Engage Customer’s annual summit in London has to be one of the best contact center conferences that I have attended over the past 12 months. As a speaker, I was delighted at the engagement delegates had with the topics we discussed, and it was an honor to share the podium with the industry leaders that this event attracted. I would highly recommend it for any potential speaker in the future. Principal Analyst, Ovum
One of the best events I’ve attended for years. Inspiring, thought provoking speakers who were really happy to share their experience and expertise. I loved the format – we were spoilt for choice throughout the day, with roundtables, a great selection of sponsors and two streams of high quality presentations. Head of Engagement, The Co-operative Group
We found this to be a really well organised event and the presentations were both entertaining and insightful. With customer driven benefits and outstanding customer service – our mutual principles are evident throughout our business. But it is always good to see how others are facing these challenges and we have certainly come away with some gems to consider for our own business. Marketing Manager, Engage Mutual Assurance
2016 Platinum Sponsors
Visit Company Website
or call +44 (0)20 3053 9333 for more information
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.
Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.
With 20-plus years of experience developing customer engagement and UC&C solutions, and backed by more than 6,000 global customer deployments, Interactive Intelligence brings the global capacity and maturity required to satisfy the most diverse enterprise requirements, including those of the largest multi-national organizations.
Interactive Intelligence helps organsations of all types and sizes improve service, reduce costs and deliver successful business outcomes through its innovative cloud platform designed as a set of microservices running atop Amazon Web Services delivering customer engagement, communications and collaboration functionality.
Qualtrics is a rapidly growing software-as-a-service company and the provider of the world’s leading insight platform. Qualtrics’ Employee Insights technology combines organisational hierarchy management, role-based dashboards and reporting, driver analysis, and action planning with Qualtrics’ intuitive survey engine, empowering organisations to manage the entire employee lifecycle—from onboarding and engagement to leadership development and departure. With support from Qualtrics’ HR subject matter experts and I/O psychologists, thousands of Qualtrics customers worldwide are taking control of their employee insights programs and capturing real-time, holistic views of employee sentiment at every level of their organisations. To learn more visit: www.qualtrics.com/employee-insights
We believe there is a more innovative way for people to find good help. Transversal is the pioneer in cognitive knowledge solutions and we are changing the way businesses connect people with knowledge. Our passion is to transform the way people find, consume and share what they know.
Transversal’s products connect people with the knowledge they need to make a difference with their customers, across every channel and through every interaction. Empowering the customer journey with knowledge ensures you are delivering those exceptional experiences and unforgettable customer service that make you stand out from the crowd.
Tel: +44 1223 488700
Verint® (NASDAQ: VRNT) is a global leader in Actionable Intelligence®solutions with a focus on customer engagement optimisation, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in 180 countries count on intelligence from Verint solutions to make more informed, effective and timely decisions.
Intelligent Customer Engagement Made Easy
Webio’s intelligent customer engagement platform allows brands to effectively engage with their customers. Using the power of artificial intelligence to streamline and blend inbound and outbound customer engagement across new and existing channels – WhatsApp, Messenger, Telegram, SMS, E-mail etc.,
Webio AI Agents work alongside live agents to assist them in making decisive and effective outcomes based customer responses.
Why Talk to Us
Customers’ engagement expectations have increased exponentially and business is struggling to adapt. With Webio’s conversational interface, AI Agents and our experience in customer communications, adapting to this change couldn’t be easier.
Let Webio will help you achieve the business outcomes you need and the experience your customers’ want.
Intelecom is a leading provider of contact management solutions. With nearly 20 years’ experience, Intelecom was one of the first to develop a cloud-based contact centre. Highly flexible and scalable, Intelecom can be adapted to accommodate thousands of agents using any device, in any location and integrates with multiple applications seamlessly.
Intelecom is one of the few contact centre solutions that is completely multi-channel. Intelecom agents can respond to Phone, Email, Chat, Social Media and SMS enquiries all within the one application.
Unify Communications specialise in delivering next generation contact centre solutions. We work with organisations across the UK & internationally to transform their contact centres, through the replacement or enhancement of their existing contact centre technology using best of breed providers. Whether you are looking to implement an omni-channel soulution, lower your “cost to serve” or increase your contact centre performance, we can help. As a trusted partner, Unify can support you on the transformation journey, working with you to understand your business and the current technical landscape and then mapping out a “transformation journey” which meets your own business goals and financial objectives.
2016 Gold Sponsors
academie du service uk
Academie du Service UK is the English subsidiary of Académie du Service, the consulting and training firm recognized as market leader in France and pioneer internationally in service culture, employee engagement and customer satisfaction. With more than 250 prestigious clients across various industries worldwide, London has been chosen to be the first subsidiary of their international expansion.
Their expertise includes:
– Design the customer and employee experience
– Train managers, in-house trainers, and associates to embody the appropriate attitudes to get customer satisfaction
– Measure, communicate, and reinforce service culture in the company to succeed in the long-term
T: 0033 (0) 6 19 99 42 21
Grass Roots help brands connect with the people important to their business: customers, employees and channel partners. Our products and services are based on the fundamental principles of ‘communicate, educate, measure and reward’, to drive acquisition, retention, advocacy and business growth. We’ve been in business since 1980, and can also tick all the right boxes when it comes to technology, process, systems and support.
All over the world, we’re inspiring people.
IMImobile enables organisations of all sizes and sectors to maximise the potential of mobile technologies to improve customer engagement. We believe that mobile will sit at the heart of customer engagement strategies for years to come.
By removing the barriers and complexities to create and deploy mobile-led customer engagement solutions as part of a multi-channel framework, we provide software and services that helps organisations to improve customer experience, simplify business processes and enhance operational efficiency.
Our products and solutions built upon the IMIcloud act as an intelligent layer between existing IT systems and business processes to create,manage and launch services across mobile, digital and social communication channels.
Organisations that trust us to deliver smarter customer engagement include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom, Centrica, Universal Music, Tata, the AA, the BBC and major financial institutions.
IMImobile is headquartered in London with offices in Hyderabad, Atlanta and Dubai and has 700 employees worldwide. IMImobile is quoted on the London Stock Exchange’s AIM market with the TIDM code IMO.
Big Brands make big promises. We help to deliver them.
We work with our clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward.
So, whatever type of business you are leading, whether you need customer, employee, stakeholder, or brand engagement, we will help you bring your customers and employees with you on your journey.
From crafting your communication strategy to telling your corporate story or building customer campaigns, we enable the behavioural change to create growth that helps you adapt to an ever-business environment.
Working with businesses across all sectors – from global brands to regional start-ups – we thrive on getting to know each of our clients.
Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.
We are passionate about people. Our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.
We think, design and deliver integrated customer experiences.
RANT & RAVE
What We Do For The World
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates.
What Makes Us Different
Here at Rant & Rave we like to do things a little differently – from offering you the total package with our Rant & Rave Platform, to working in real-time and getting hands on with our technology. So we’re always on the lookout for like-minded brands that aren’t afraid to think outside the box and want to offer their customers a truly exceptional experience. Intrigued? Take a look at our Raving Difference to find out why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!).
Teleperformance is the worldwide leader in outsourced multichannel customer experience management with around 182,000 people in 62 countries. Our clients include 50% of Interbrands “Best Global Brands 2014”. We help brands develop and evolve their customer experience strategies whatever the channel used to help clients optimise the value of their customer relationships at every stage of the customer lifecycle. Our model is simple, it’s the most human on earth. It’s about people talking with people, regardless of channel or device – to help them achieve their desired outcomes. Our business succeeds through our greatest asset – our people, to help brands succeed in theirs.
Cyara is the world’s fastest growing provider of an omnichannel customer experience testing and monitoring platform. Founded with a focus on making its customers successful, Cyara enables rapid innovation of the customer experience to achieve better customer outcomes, while dramatically reducing the cost of development and testing, and minimizing the risk of exposing customers to poor customer experiences. The Cyara Platform provides a foundation for organizations designing and testing the customer experience throughout the testing lifecycle, across all customer interaction media, and across the entire technical architecture.
Typically Cyara customers innovate 40% to 70% faster than their peers, and reduce the time and expense for testing their software by a third or more compared to manual testing, while providing better test coverage to identify and correct issues in their customer experience environment. In addition to testing, Cyara also provides active monitoring of the customer’s environment. From self-service applications to voice biometrics, Cyara provides leading-edge solutions to some of the most recognizable brands in the world. Every day, millions of flawless customer interactions are delivered by organizations utilizing the Cyara Platform. www.cyara.com
2016 Silver Sponsors
mGage is a global mobile engagement provider with more than 15 years of mobile CRM (mCRM) experience. Our SaaS, cloud-based technology enables brands to intelligently personalize mobile communications for the omni-channel consumer, across marketing and customer care interactions.
Through a single campaign management tool and a robust set of open APIs, our best-in-class platform powers billions of mobile messages monthly across channels including SMS, voice, push, social, and social messaging apps (OTT).
We serve 800+ enterprises and are a trusted connection for over 550 carriers across the globe.
MaritzCX started with the simple idea that businesses need more than scores and reports to meet their customer experience (CX) challenges in the 21st century – and that idea drove us to combine the deep expertise of a proven research leader with the speed and innovation of a modern tech startup. The result is a faster, smarter approach to CX that gives businesses the power to see, sense, and act on the experiences of every individual customer – across every touchpoint-live.
Real-time Feedback Management is an indispensable tool to manage the customer experience.
Instant eXperience® drives users to maximize customer value and satisfaction, manage resources and optimize processes by implementing and industrializing a real-time customer feedback management solution.
Accelerator helps your organisation achieve positive business results through customer service leadership.
Our Research team provides insight into changes that will have a positive impact. Our Training & Development team helps your people build attitudes, skills and behaviours that make the service difference.
bosch service solutions
Customers are extremely important. If it is difficult, complicated or even a point of frustration for your customers to interact with your company, you miss the opportunity to turn customers into active promoters of your brand – or even risk losing them altogether. That’s why shaping customer interaction by delivering a unique customer experience at every customer touchpoint is a key part of running a successful business.
Building on Bosch’s reputation for high standards and excellent service, Bosch Service Solutions has developed into a leading provider of BPO services. From our global network of 26 sites, we design Customer Interaction Services that not only meet your customers’ needs, but that also have the potential to create enthusiasm for your brand while assuring a positive return on your customer interaction investment.
Bosch Service Solutions is a wholly owned subsidiary of the Bosch Group.
Comarch is a global IT software provider offering a full portfolio of products and services including the design, implementation, launching and management of complete CRM, customer loyalty & engagement programmes. With over 20 years’ experience in the market, Comarch has realised over 3000 projects, helping clients to achieve greater profitability and advance in their specific sectors with a wide range of innovative products and services. Comarch’s clients include JetBlue Airways, London Heathrow Airport, BP, Heineken, Coca-Cola and Telefonica. Find out more at www.comarch.co.uk
T: 0207 4678 700
Using text analytics, Feedback Ferret transforms customer feedback comments into actionable insight. We make it easy for you to improve customer experience.
- We consolidate all your Voice of Customer feedback comments from any source into a single analysis and reporting platform.
- We automatically transform the customer comments into easy-to-understand, actionable insight using our sophisticated text analysis engine.
- We deliver the RIGHT information to the RIGHT people in the RIGHT format at the RIGHT time, so they can take action to improve customer experience and financial performance.
- Feedback Ferret has offices in UK, USA, South Africa and Poland.
investor in customers
Investor in Customers (IIC)is dedicated to building better businesses. They work with clients to help them identify how to improve and develop one of the key drivers in any business: the customer experience.
IIC is an independent assessment organisation that conducts rigorous benchmarking exercises. These exercises determine the quality of customer service and relationships across a number of dimensions, including how well a company understands its customers, how it meets their needs and how it engenders loyalty. IIC also compares and contrasts the views of staff and senior management to identify how embedded the customer is within the company’s thinking.
LivingLens captures & analyses video content via speech, actions & sentiment, translating human behaviour into insights. We make working with video efficient and scalable by breaking down video into a usable data asset that enables fast insights creation.
Take video from anywhere: LivingLens enables you to effortlessly capture content of any type and any kind and share it with the LivingLens platform.
Analyse the video: LivingLens uncovers insights from the spoken word, actions, objects & sentiment in any language, via the engaging and powerful video visualisation platform.
Create engaging stories: Create insight stories super-fast using our easy showreel creator to combine your favourite clips into one video.
Present to drive action: Publish and present video stories to your colleagues or clients for more informed business decisions.
Maru/edr are world leaders in Voice of the Customer programs and a proud part of MARU Group – a technology enabled professional services firm delivering information and insight. As part of MARU, we’re pioneering technology focused feedback combined with deep thinking and an emphasis on actionable outputs, helping us to paint better pictures faster for our clients.
ServiceTick is an enterprise-level solution for gathering real-time, multi-channel ‘Voice of the Customer’ feedback. We specialise in post-transactional IVR, SMS, web and email surveys that produce measurable return on investment for many of Britain’s leading businesses. Our clients use ServiceTick to: gather objective feedback metrics that are used to manage and reward call agent performance; track and benchmark KPIs such as Customer Effort, NPS and Customer Satisfaction across the customer journey in order to improve the customer experience; re-engage in real time with disenchanted customers to improve brand advocacy and reduce complaints; fulfil regulatory and compliance obligations; and enhance brand and product propositions.
Wizu is a chat bot that gathers NPS and customer satisfaction feedback. Identify problems early or promote social sharing from your customers and improve the overall customer experience compared to traditional online surveys.
Because everybody like to chat and nobody likes being surveyed.”
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
The Association of Business Psychology
“The Home and Voice of Business Psychology”
To be widely recognised as promoting professional excellence and a community of practice in business psychology, advocating and developing the informed application of its research, bodies of knowledge and methodologies by all those involved in improving business performance and the quality of working lives.
Our Mission (What we do, who for, how)
“We help members to improve relationships between people and the organisations they create, based on an evidence-based understanding of people’s behaviour. We do this everywhere.”
Knowing what better is
Better is… A vital currency
Ember Services was founded on the principle that the best results come from the best decisions which come from the best, most meaningful insight available − a hard and robust understanding of what drives optimum performance in customer service and sales operations.
This starts with servicing the need that business leaders have for bespoke, in−depth insight into the strategic and operational performance that their organisations can reasonably aspire to, based on a pragmatic view of your activities, comparators, investment and market. What we call forensic analysis and benchmarking.
This drives more effective strategy and performance at the best return for your operational investment. ‘Knowing what better is’ is a vital currency as organisations benefit from knowing how to achieve optimal performance as well as competitive and economic viability at acceptable risk.
Engage for Success
We are a growing, dynamic, voluntary movement promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations.
We want everyone working in the UK to want, and be able, to give their best each day, so that each day is a great day at work, and that workplaces in the UK are thriving, growing and developing through the commitment, energy, and creativity of the people that work in them.
We have lots of information we would like to share with you, and things we’d love you to get involved in. But you may be visiting our website just to find out more about employee engagement.
Raising Standards in Customer Operations
As champions of best practice and professional development in customer contact, we are widely recognised as an innovative, inclusive and independent community of professionals who stimulate collaboration, continual learning and customer focus. Find out more about our communities of continuous improvement and membership programmes by following the links below:
Professional Planning Forum
Quality & Customer Experience Forum
Data, Analytics and Insight Forum
Customer Strategy & Leadership Forum
As a member, you are not on your own but part of a community with others facing many similar challenges. Widely recognised as the ‘go-to place’ for support teams and business leaders, our team of independent experts offers advice, support and training. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each support function is fundamental to your business, through specialist accreditation, qualifications and standards benchmarking.
enterprise management 360
Keeping busy executives up to date with reports on the latest IT trends, presenting views from expert analysts and solution providers; EM360° offers specialist coverage surrounding Application, Business, Infrastructure, Information and Security Management; making it the comprehensive guide for all aspects of organisational IT. With an established medium for editorial and online resources, we serve a global audience of C-level executives, management and IT practitioners, informing them of the latest developments in their industries.
13 november 2017
westminster Bridge park plaza, London
200 westminster bridge road,
London, se1 7ut
Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.
Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.
From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins)
- Travel Westbound on the Piccadilly Line
- Change at Green Park Station for the southbound Jubilee Line service
- Depart at Waterloo and exit via the South Bank
- Walk up York Road to the roundabout
From London Heathrow Airport (approx 90 mins)
- Take the London Underground
- Take the Piccadilly Line towards Cockfosters Underground Station
- Change at Green Park Station for the southbound Jubilee Line service
- Depart at Westminster
- Walk Across Westminster Bridge, destination in front of you
From London Gatwick Airport (approx 90 mins)
- Take the Gatwick Express to London Victoria Railway Station
- Take the London Underground and travel eastbound via the Circle and District line
- Get off at Westminster
- Walk south across Westminster Bridge
- Cross the roundabout
- Walk Across Westminster Bridge, destination in front of you
From London Stansted Airport (approx 90 mins)
- Take the Gatwick Express to Victoria Station
- Change for the London Underground and take the District and Circle Line to Westminster
- Walk south across Westminster Bridge
- Cross the roundabout
- Park Plaza Westminster Bridge will be directly in front of you
Register Your Place
- End User Registration
- Access to all streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY:£795 +VAT £159 Order now
Date: 13th November
- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
SAVE: 25%£1195 +VAT £239 Order now
Date: 13th November
- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
SAVE: 38%£2495 +VAT £499 Order now
Date: 13th November
- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
SAVE: 57%£3495 +VAT £699 Order now
Date: 13th November
- Industry/Service Provider
- Lunch & refreshments
- Drinks & networking
- Presentation slides
- Access to video library
Date: 13th November