13th November 2017

Customer Engagement Summit 2017

Westminster Park Plaza Hotel, London
Register Sponsor

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

CLICK TO VIEW event guide

2016 Topic Streams

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2016 Keynote Speakers

David Wild 350x350

David Wild

Domino's Pizza
John Timpson

John Timpson

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

Jo Moran

Marks & Spencer
Amit Shankardass

Amit Shankardass

Teleperformance
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David Wild

CEO

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

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John Timpson

Chief Executive

John Timpson was educated at Oundle and Nottingham University.

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

Timpson now has over 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.

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Jo Moran

Head of Customer Service

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

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

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

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Amit Shankardass

Executive Vice President of Marketing

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

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

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

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

2016 Hall Chairs

Martin Hill-Wilson 440x440

Martin Hill-Wilson

Brainfood Consulting
Cathy_Brown-1

Cathy Brown

Engage for Success
Mike Havard 440x440

Mike Havard

Ember Services
Andrew McMillan

Andrew McMillan

Engaging Service
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Martin Hill-Wilson

Founder

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone towards full digital competency
Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

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Cathy Brown

Executive Director

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

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

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Mike Havard

Director

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

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Andrew McMillan

Principal

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

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

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

2016 Speakers

Sean Risebrow 440x440

Sean Risebrow

BUPA
Jane Smith

Jane Smith

Heathrow
alice-collaruso

Alice Colarusso

ITV
Kal Durand

Kal Durand

O2
justin-conry

Justin Conry

Three Ireland
declan-boyle-2

Declan Boyle

Three Ireland
Vicky Johnson

Vicky Johnson

UNICEF
carine-barbara

Carine Barbara

UNICEF UK
Kevin Conf 1

Kevin Hutchison

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

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

Danny Emmett

AO
helen-gales

Helen Gales

Tesco
Emma Huntington - pic2

Emma Huntington

Zurich
Nick Shackleton-Jones

Nick Shackleton-Jones

BP
JonathanHerman-SC-4

Jonathan Herman

Facebook
Michael Sherwood

Michael Sherwood

Atom Bank
Markerstudy

Paul Baxter

Chaucer Direct
gary-lucas

Gary Lucas

1st Central
goldie-sayers

Goldie Sayers

Former UK champion javelin thrower
Simon_Lewis-24

Simon Lewis

Eau Palm Beach Resort & Spa
Alyson Fadil

Alyson Fadil

Sofology
Matt Rennie

Matt Rennie

The BoxPlus Network
Jeff Counsell 2647

Jeff Counsell

trentbarton
Kannan Ganga

Kannan Ganga

ESI Media
Dave Shepherd

Dave Shepherd

Barclays UK Retail Bank
Jim Meadows

Jim Meadows

MyCleverLab
Sarah Perkins

Sarah Perkins

Royal Bank of Scotland
Sarah Metcalfe

Sarah Metcalfe

Sureflap
Nick-Brice-440x440

Nick Brice

American Express Community Stadium
Helen Wilson

Helen Wilson

Ipsos Loyalty
jonathan-armstrong

Jonathan Armstrong

Cordery
Amanda Potter New

Dr. Amanda Potter

Zircon Management Consulting Ltd
David macleod

David MacLeod OBE

Engage for Success
SONY DSC

Fiona Macrae

Travel Insurance Facilities Group
Malcolm Ross

Malcolm Ross

Smith+Co Consultancy
Adrian Swinscoe, Consultant

Adrian Swinscoe

Consultant
Eve Blezard

Eve Blezard

Trafford Housing Trust
Michelle Hawkins

Michelle Hawkins

Virgin Care
Simon Lucas

Simon Lucas

Virgin Care
Antony Robbins

Antony Robbins

Museum of London
morris-pentel

Morris Pentel

Customer Experience Foundation
sandra-galer

Sandra Galer

Merchants
Richard Spencer

Richard Spencer

Donor Experience
Jamie

Jamie Thorpe

Grass Roots
dale-lane

Dale Lane

IBM
profilepr-300x255

Peter Ryan

Ryan Strategic Advisory
mark-chaplin-photo

Mark Chaplin

Information Security Forum
russ

Russell Attwood

Unify Communications
dr-simon-moore

Dr. Simon Moore

Innovationbubble
adam-charlesworth

Adam Charlesworth

Leadership Consultant and Educator
louisa_moreton_8300bw

Louisa Moreton

Instinctif Partners
photo-claire-sporton

Claire Sporton

Confirmit
imcvey-2

Ian McVey

Qualtrics
rachel-photo

Rachel Lane

Verint
thierry-mediatech

Thierry Aubert

MediaTech Solutions
mark-oppermann

Mark Oppermann

Webio
Leon Stafford 440x440

Leon Stafford

Interactive Intelligence
leigh-johnson

Leigh Janson

Figleaves
matt-hooper

Matt Hooper

IMIMobile
kenny-lang-002

Kenny Lang

Three
nick-duggan-1-002

Nick Duggan

Cyara Solutions
surash-patel-002

Surash Patel

mGage
Amy Brann

Amy Brann

Synaptic Potential
barry-pollitt

Barry Pollitt

Vodafone
andrew-smith

Andrew Smith

MaritzCX
diana-maritz

Diana Tyszkiewicz

MaritzCX
sarah-davies

Sarah Davies

BT Consumer
Steve Hurst 440x440

Steve Hurst

Engage Customer
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Sean Risebrow

Director of Customer Experience

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

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

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Jane Smith

Head of Performance and Engagement

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

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

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

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

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Alice Colarusso

Head of Internal Communications

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.

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Kal Durand

Social Engagement Specialist

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

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Justin Conry

Head of Transformation

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.

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Declan Boyle

Head of Customer Value Management

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.

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Vicky Johnson

Head of Supporter Care

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

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

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

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

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Carine Barbara

Advisor for Supporter Care Team

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.

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Kevin Hutchison

Macmillan National Strategy Manager

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

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

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Danny Emmett

Group Retail Operations Director

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

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

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

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

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Helen Gales

Customer Service Director

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.

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Emma Huntington

Managing Director - FutureYou, UK Life

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

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

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

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

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

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Nick Shackleton-Jones

Director, Learning Innovation & Technology

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

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Jonathan Herman

Head of eCommerce and Retail

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

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Michael Sherwood

Head of Customer Experience

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

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Paul Baxter

Head of Chaucer Direct

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.

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Gary Lucas

Head of Customer Experience

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.

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Goldie Sayers

Former UK champion javelin thrower

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.

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Simon Lewis

Owner

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

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

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

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

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Alyson Fadil

People Director

Professional Experience

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

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

Education

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

Professional Profile

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

Other Professional Interests

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

Alyson has a keen interest in assisting young school leavers into the world of work and thus is a volunteer for Inspiring the future which is an organisation that links schools and colleges with business ambassadors. She is also a high school governor and an ambassador of the North West Employee Engagement Group (NWEEG).

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Matt Rennie

Managing Director

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

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

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Jeff Counsell

Managing Director

Entered the transport industry as an engineering apprentice in 1974.

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

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

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

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

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

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Kannan Ganga

Group HR Director

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

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

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

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

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

Specialties:

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

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Dave Shepherd

Director, Barclays Digital Eagles & Eagle Labs & Chairman of London Digital Security Centre

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”

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Jim Meadows

Head of Product

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

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

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

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

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

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

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Sarah Perkins

Head of Customer Conversations

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

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

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Sarah Metcalfe

Head of Customer Service

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

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

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Nick Brice

L&D PARTNER

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

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

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Helen Wilson

Managing Director

I’m about:

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

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Jonathan Armstrong

Partner

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

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

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

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

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Dr. Amanda Potter

CEO

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

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

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David MacLeod OBE

Co-Chair

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

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Fiona Macrae

Head of Client Engagement

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

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

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

 

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Malcolm Ross

Associate Partner

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

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

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Adrian Swinscoe

Rare Business

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and client experience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and human insights to help create change and better results for his clients. He will be publishing a book: How To Wow with Pearson in Apr/May 2016 that will be full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how to deliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.

Outside of work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on the Entrepreneur section of Forbes.com.

You can learn more about Adrian at www.adrianswinscoe.com or on Twitter @adrianswinscoe

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Eve Blezard

Customer Intelligence Officer

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

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

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

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

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Michelle Hawkins

Head of Futures

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

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Simon Lucas

Head of Communications and Marketing

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.

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Antony Robbins

Director of Communications

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

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

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

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

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Morris Pentel

Director

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

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

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

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Sandra Galer

Consulting Director

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

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

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

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Richard Spencer

Director for the Commission

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

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Jamie Thorpe

Commercial Director

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.

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Dale Lane

IBM Watson Developer

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.

http://www.ibmwatson.com/

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Peter Ryan

Principal

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.

 

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Mark Chaplin

Information Risk Management Leader

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.

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Russell Attwood

Business Development Director

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.

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Dr. Simon Moore

Chartered Business and Consumer Psychologist

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.

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Adam Charlesworth

Leadership Consultant and Educator

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.

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Louisa Moreton

Engagement Director

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.

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Claire Sporton

VP, Customer Experience Management

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.

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Ian McVey

Head of Enterprise Sales, Northern Europe

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.

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Rachel Lane

Director of Customer Analytics, EMEA

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.

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Thierry Aubert

Chief Operating Officer

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.

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Mark Oppermann

EVP Sales & Marketing

With over 25 years’ experience, Mark has a wealth of experience in delivering transformational customer engagement solutions. His understanding of the key drivers of successful customer engagement strategies and outcomes based performance has helped businesses maximise the value of their customer communications. With this rich heritage to draw on, Mark has been instrumental in the development of the commercial strategy for Webio.

Prior to Webio, Mark was Sales Director at VoiceSage, customer contact specialists. His background includes sales, marketing and general management at Pitney Bowes and managing director of Netcom which rose to become a market leader in its field over just three years.

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Leon Stafford

Regional Territory Manager

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.

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Leigh Janson

Customer Service Manager

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.

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Matt Hooper

SVP Global Marketing

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years of experience in international marketing, product management and business development. He joined IMImobile in 2015 from cloud compliance SaaS provider Cognia. Prior he has led triple digit business growth in companies such as Boston-based Lavastorm Analytics, MDS, Colibria and as a founding executive of service delivery platform pioneer Elata. Matt has also held senior roles at Qualcomm, HP, BT Global, Orange and Parametric Technology.

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Kenny Lang

Transformation Lead

Kenny is the Transformation Lead at Three.  He is responsible for delivering innovative and successful change in order to make the operation efficient and effective whilst delivering outstanding service on every customer contact.

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Nick Duggan

General Manager & Head of Sales

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.

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Surash Patel

General Manager

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.

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Amy Brann

Author

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.

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Barry Pollitt

CVM

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.

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Andrew Smith

Director – EMEA Marketing

20 years’ IT and service management solutions marketing and two years at MaritzCX. He sees the data connection that is needed between departments and frontline staff so customers enjoy immediacy and heightened experience every time.

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Diana Tyszkiewicz

Manager – EMEA Marketing

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.

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Sarah Davies

Principal, Internal Communications

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.

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Steve Hurst

Editorial Director

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. Steve launched Engage Customer along with Chris Wood in 2009 which has rapidly established itself as beacon of thought leadership in a rapidly changing customer 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.

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Previous delegates include:

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

2016 Partners

Location

Park-Plaza-Westminster-Brid

Westminster-Plaza

 

13 november 2017
westminster Bridge park plaza, London

200 westminster bridge road,
London, se1 7ut

Directions:

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

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

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

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

From London Heathrow Airport (approx 90 mins)

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

From London Gatwick Airport (approx 90 mins)

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

From London Stansted Airport (approx 90 mins)

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

Register Your Place

Standard

1 TICKET

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  • 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

£795

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Offer Ends 20th January 2017

Bronze

2 TICKETS

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

£1195

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Offer Ends 20th January 2017

Silver

5 TICKETS

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  • 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

£2495

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Offer Ends 20th January 2017

Gold

10 TICKETS

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

£3495

NOW £2795 +VAT £559 Order now

Offer Ends 20th January 2017

Supplier

1 TICKET

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

Event Date: 13th November 2017

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