Martin Hill-Wilson

Brainfood Consulting

Gavin Ingham

GavinIngham.com

Tony Granite

Marks and Spencer

Chris Woodward

Anana Ltd

Claire Sporton

Confirmit

Tim Arthur

Virgin Money

Benjamin Rand

Olympus

Anna Hagen

Olympus

David Wales

Kent Fire and Rescue Service (FRS)

Pauline Wilson

Virgin Holidays

Emma Dixon

Formica

Moritz Dinger

Capita Transformation

Marije Gould

Verint

Alex Walker

NHBC

Christine Smith

NHBC

Deb Oxley

Employee Ownership Association

Stella Creasey

Fidelity International

Martin Kersey

St Andrew's Healthcare

Paul Somerville

Vodafone

Angel Lozano

TASIS The American School in England

Claire Carroll

The Co-op

Peter Finding

Taylor Vinters

Olivier Njamfa

Eptica

Stephen Yap

Ipsos MORI

Terence Sorrell

Connected Homes Hive (British Gas)

Jackie Ducker

Kier

Moira Clark

Henley Business School

Tara Mansfield

Monzo

Nick King

AutoTrader

Debbie Bennett-Jackson

Citi

Gregg Widdowson

Avaya

Rosie Bailey

CitySprint

Andrew Richards

Metro Bank

Peter Mooney

Holiday Extras Ltd.

Anneka Brazier

Holiday Extras Ltd.

Peter Croney

Energie Fitness

Nicholas Cockerill

Sky Gaming

Sascha Evans

Kent College Pembury

Michael O Grady

Forrester Research

Marco Eijsackers

ING-DiBa

Eliska Dockalova

Kiwi.com

Nick Millward

mGage

Martin Hill-Wilson

Brainfood Consulting

Pete Evia Rhodes

The Times & The Sunday Times

Katrina Broster

The Telegraph

Emma Perkins

Experian

Darren George

Samsung

Amy Vetter

Samsung

Adetola Orukotan

Watford Service Centre

Kim Ratcliffe

Water Plus

Tony Vickers-Byrne

HR Practice – Chartered Institute of Personnel and Development

David Stokes

Farécla

Richard Spencer

Promoderation

Gemma Todd

Imperial London Hotels

Steve Murphy

Zero Suicide Alliance/Mersey Care NHS Trust

Brendan Dykes

Genesys

Steve Nattress

Eptica

Ilay Rennert

KMS Lighthouse

Doron Gower

KMS Lighthouse

Nick Pegram

LogMeIn

Sathya Srinivasan

Appian

Sally Earnshaw

Blue Sky

Martin Taylor

Content Guru

Simon Foot

CX Company

Ben Orme

Hawk Incentives

Iain Banks

TTEC

Adrienne Gault

Food Standards Agency

John Heatherington

Marks & Spencer International

John Mihill

Heals

Anna Wilcox

Bupa

Tim Pritchard

Kantar TNS

Nick Worth

Selligent Marketing Cloud

Oisin Lunny

OpenMarket

Chris Venus

Conversocial
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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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Gavin Ingham

Motivational Speaker

My mission is to help my clients to use my “I am 10” approach to achieve that extra edge in business and life, to create world-class organisations, and to build high-performance teams.

I have given over 2,000 paid talks to over 250,000 delegates, spoken all over the world and have appeared on US TV networks ABC, CBS, NBC and Fox on the Brian Tracy TV Show. I am the author of three books and the founder of the ‘I am 10’ success philosophy and programmes.

My passion is to understand what makes high-performance teams and individuals tick. Is it positivity and mindset? Skills and techniques? Having the right people? The right leadership? The company and product? Is it persuasive pitches and personality? Structure? Adding value and customer engagement? Technology? Or is there another factor?

I believe that what truly differentiates top performers is mental toughness, or remaining confident and persevering with the right actions when others give up and go home. I have dedicated my life to discovering, unlocking and teaching these keys through my  simple yet powerful ‘I am 10’ approach, so that anyone can use them to be more successful in business and in life.

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Tony Granite

Head of Operations - Customer Sales & Service Centres

A sales, customer services and retail professional with a strong background in e-commerce, retail and relationship management. Closely aligned with M&S central teams, Tony is accountable for the operational delivery of all customer sales and services centre services to support M&S selling and fulfilment whilst developing a continuous improvement culture to improve customer shopping experiences.

Tony has many years of experience in delivering high quality, branded contact centre services across all channels, (voice, email, web chat, social media and whitemail) whilst concurrently managing costs effectively and increasing CSAT.

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Chris Woodward

Co-Founder and CEO

Chris is co-founder and CEO of Anana Ltd, a leading innovator in the delivery of cutting-edge Customer Experience solutions, with over 20 years industry experience. Besides his entrepreneurial flair, Chris has more skills than he lets on and as such keeps a close eye on business to technical mapping and organizational program delivery. Chris has instilled a company ethos of getting the job done in the Anana Way: “Exceed customer expectations through solid execution and delivery, then success will look after itself.”

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Claire Sporton

VP Customer Experience

Claire has specialized in customer feedback for well over 15 years. Claire has run programs in the Financial Services sector, and more recently supported a wide range of organizations in the development and implementation of programs that not only drive improvement in customer experience but deliver measurable business results.

Claire’s passion is to ensure that Confirmit’s clients’ programs help to build a truly customer centric culture, breaking down the silos and empowering individuals across the organization to do the right thing for both their customers and the business as a whole.

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Tim Arthur

Creative Director

Tim Arthur is Virgin Money’s Creative Director. Before joining VM he was Global CEO for Time Out and a presenter on BBC Radio London. In a varied career Tim has been CEO of homelessness charity Cardboard Citizens, Artistic Director of Derby Playhouse and Trinity Theatre in Tunbridge Wells and has worked as a journalist and playwright and theatre director. During his period as Editor-in-Chief of Time Out London he took the publication free and transformed their digital offering. He’s had two books published, has a daughter called Caitlin, a wife called Amber and a dog called Dusty.

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Benjamin Rand

General Manager - Customer Support

Benjamin greatest passion is trying to solve challenging problems. In his opinion, customers are often the most complex and least understood segment of running a business, so it’s easy to see how Customer Experience was a natural path to take.

With qualifications in strategic leadership, six sigma, and a Masters in biochemistry he is highly engaged in following consumer trends and in customer service management. In doing so, he has a track record in delivering award-winning strategic direction on customer service, consistent improvements in customer satisfaction at an operational level, and leading customer-centric programs and teams to design and optimise customer decision journeys.

His role, as part of the UKI’s Leadership Team at Olympus’ Medical and Surgical division, is focused on bringing about cultural focus on the customer, the implementation of innovation and design thinking, and leading the charge on NPS!

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Anna Hagen

Business Unit Manager

Anna combines sound business strategy with leadership and coaching skills to build and develop successful sales teams who are focused on delivering an excellent customer experience

Anna’s career at Olympus has focused on consumables sales, and has seen her cover various roles, working with different areas of the business to understand the impact of Olympus’ processes on the customer experience. She enjoys the challenge of understanding customers needs and how to add value to the services delivered by the business.

Within Anna’s current role she’s involved in key projects to use customer feedback to drive change within the business to reduce customer effort and increase loyalty to the Olympus brand.

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David Wales

Customer Experience Manager

David is the Customer Experience Manager for Kent Fire and Rescue Service (KFRS) – a new and unique role within the UK Fire and Rescue Service (FRS). He has responsibility for designing and managing the strategy to embed a customer focus within KFRS. This ground breaking work is set to transform the work of the FRS, and delivery partners.

David is an experienced fire officer, published author and has won awards for incident management (the first major fire in the channel tunnel), research management (human behaviour studies) and as a presenter (improving burn care). He has presented extensively in the UK and abroad.

David has particular interests in decision making, the use of evidence (he is an Evidence Champion for the Alliance for Useful Evidence), innovation and new approaches to partnership working – to provide end to end customer focussed services. He is currently studying for an MSc with the University of Leicester.

David’s research insights provide a new understating and perspective to the provision of prevention and emergency services. As an influencer and thought leader across the UK and Internationally, David works with and advises a wide range of organisations/sectors.

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Pauline Wilson

Operations Director

A collaborative leader with extensive leadership experience fostering strong team spirit and a proven track record of success. Over 20 years of operational and customer service experience in the travel industry. Building and developing high performing teams, I have an established reputation as a highly motivated and focused professional who is results orientated, disciplined and committed to providing an excellent customer experience and operational delivery at optimum cost.

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Emma Dixon

People and Performance Manager for UK

Efficient, focussed HR professional able to coach and support managers through policy and processes to maximise the effectiveness of teams and resources. Focussed on personal development through voluntary work and further education.

Effective communicator who can simplify the complex and create strong working relationships based on trust, delivery and honesty. Results driven and comfortable working across boundaries. Proactive and organised; dedicated to doing my best!

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Moritz Dinger

Market Director

Moritz is currently Market Director at Capita Transformation, the consulting and advisory business of Capita plc. Prior to this he spent over 10 years in creative and digital agencies in London where he lead the design and delivery of innovative digital solutions and experiences. His work focusses on the optimisation of customer engagement and experience levels and the impact this has on business performance. Moritz is a highly experienced digital strategist and service design expert with significant experience in how to maximise the opportunities and benefits that digital channels and solutions can bring. A particular emphasis for his work lies in transforming organisations by combining creativity, technology and insight to deliver optimal experiences for customers and better outcomes for businesses.

LinkedIn: https://www.linkedin.com/in/moritzdinger

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Marije Gould

VP Marketing, EMEA

Marije Gould is the VP of Marketing, EMEA at Verint Systems. Marije joined the company in July 2012 to lead the EMEA marketing team with a focus on the following key areas: demand generation, customer experience, customer marketing and advocacy, partner marketing and brand awareness. She brings more than 20 years international B2B marketing experience to the role. Prior to joining Verint Systems, Marije was global VP of marketing at Tandberg Data and held various international marketing positions at Quantum, Matrox and Philips Business Communications. Marije lives in the UK, and has an BA in Public Administration and Organisational Science and an MA in Management and Organisation from Radboud University in the Netherlands.

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Alex Walker

Claims Operations Manager

Alex’s passion is driving and implementing change. With a background in HR, and a proven track record in creating behavioural and cultural change for tangible business benefits, she has worked with some great brands including Virgin Mobile Australia and GE Healthcare.

Alex’s most recent role was the Customer and Consumer Services Director at Miele, the worldwide leader in Premium home appliances.  During her 10 years with Miele, Alex inspired and led teams to deliver exceptional and award winning customer service. Her role within Miele was to develop and implement the customer experience strategy and this went hand in hand with a rise in employee engagement.

Alex founded Flint Change in 2014 and has been working with some great organisations including NHBC, The Open University and the NHS, supporting them to manage change, engage employees and increase performance.

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Christine Smith

Claims and Commercial Director

An energetic, motivational leader who thrives on problem solving, taking on new challenges, developing people and, above all, promoting continuous improvement and delivering great results.

Current role is Claims and Commercial Director at NHBC, the UK’s leading warranty and insurance provider for new homes.  NHBC’s ten-year Buildmark warranty covers around 80 per cent of new homes built in the UK, having covered nearly eight million homes since it began and currently protecting around 1.6 million homes.

Over the course of my career I have delivered significant change projects and undertaken many product, business and people development activities.   One recent project was the introduction of NHBC’s online reporting on Customer Satisfaction across the house-building industry. With more 45,000 responses and a response rate of >50%, it is one of the largest consumer surveys of a sector of its kind according to IPSOS MORI.  Over the past 3 years my focus has been on delivering a change programme across NHBC claims which has improved staff engagement levels and delivered a tremendous rise in NPS on claim completion from NPS 9 in 2014 to NPS 48 by March 2018.

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Deb Oxley

Chief Executive

Deb is the Chief Executive of the Employee Ownership Association – the leading membership organisation for UK businesses of private sector or public origin, that are wholly or partially owned by their employees. Representing an employee owned business sector that contributes between £30-40bn to UK GDP each year, the EOA champions, campaigns and influences for more employee ownership in the economy.

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Stella Creasey

Global Voice of the Client Lead

Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the Client Experience transformation programme. Fidelity is a leading global Investment Management business with clients in the direct end investor space and the business to business space.

A seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insight transformation to drive business growth. Over 20 years experience in commercial and public sector companies in the media and entertainment sectors,  telecommunications and asset management. Prior to Fidelity, Stella was Senior Vice President for Global Research and Insight at BBC Worldwide – the commercial arm of the BBC.

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Martin Kersey

Executive Director Human Resources & Charity Trustee

An experienced UK and International HRD with track record of delivering sales and profit growth, at global, european and national level. Powerful combination of successful strategic and operational leadership in large and small organisations.

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Paul Somerville

Senior Manager Risk & Compliance

Paul is an information and cyber security specialist with over 16 years’ experience within the industry – currently working as the Principal Manager for Security Risk & Compliance within Vodafone Group Enterprise. Previous roles in the field includes Senior Consultant, Security Manager, and Security Implementation. Paul’s key strengths are his professionalism, communication, pragmatism, stakeholder management and inter-personal skills. He has the ability to understand security in the enterprise, advising board and executive teams at the business level.

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Angel Lozano

Director Of Institutional Advancement

Angel Lozano was born in Spain. He started his professional career working in the United States for the television industry as a producer. He moved to Spain and focused his career on corporate communications. In 2015, he moved to South Korea and worked as Brand Director for North London Collegiate School, a British international school on the island of Jeju. Currently, he is the Director of Institutional Advancement at TASIS The American School in England. He is passionate about technology and content and how these two tools can help to promote a business and capture the attention of the potential customers.

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Claire Carroll

Head of Member and Customer Services

Claire joined Coop as Head of Customer and Membership Services in 2015, within 2 years she had transformed a broken operation into an award-winning contact centre at the heart of a revitalised retail giant. She is currently delivering the next stage of the journey, which is to bring together customer facing contact centres across all of the Coop business units as a centre of excellence.

She has worked in Contact Centres for over 20 years and is passionate about supporting and raising the profile of the Contact Centre Industry. She has been a Board Member of the Contact Centre Management Association (CCMA) for over 7 years. Claire has worked in the Finance, Insurance, Communications and retail sectors working for organisations such as GE Capital Bank, VirginMedia, HomeServe and BT.

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Peter Finding

Partner

I am an international employment lawyer – I support businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients tell me they appreciate my feel for managing sensitive reputational and commercial issues, not just the legal detail.

I joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia.

I provide strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services, with a particular focus on:

  • protecting businesses from harm by enforcing post-termination restrictions, and designing holistic retention strategies
  • managing difficult exits
  • managing domestic, cross-border and multi-jurisdictional restructuring projects and site closures/moves
  • dealing with sensitive grievance, disciplinary and performance management issues
  • employment litigation in the High Court and Employment Tribunal
  • designing innovative employment models suitable for a workplace landscape in flux
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Olivier Njamfa

CEO & Founder

Olivier has more than 25 years of experience in digital technologies & software industry all around the world. He is an expert in digital customer engagement solutions supported by linguistics and cognitive technologies. Prior to founding Eptica in 2001, Olivier Njamfa successively served as Managing Director, VP, and Chief Operating Officer in different international software companies (eCRM, business intelligence and data mining solution providers and accounting software companies).

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Stephen Yap

Head of VoC Programmes

Stephen Yap is the Head of VoC programmes for the CX practice at Ipsos MORI, which brings together technology, research and implementation expertise to help companies deliver exceptional customer experiences which lead to profitable growth.

More than 20 years working with some of the most recognisable brands in the UK and Europe, Asia Pacific and North America has endowed Stephen with the ability to both counsel at the highest level as well as deliver complex programmes through innovative, business-centric thinking and a hands-on style of leadership.

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Terence Sorrell

Business Solutions Manager

I have worked for 15 years in the technology and system development arena, having applied the skills I have developed to many different sectors spanning service based businesses to leading edge “Internet of things” technology with the Hive Brand. I bring a wealth of experience, passion and enthusiasm to any business.

I am very experienced in interpreting business needs and desires into deliverable outcomes and have taken a strong leadership role in recent years leading multiple teams to world class levels of delivery in fast paced agile environments.

My industry experience has been recognised with public speaking invitations and engagements within the sector.

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Jackie Ducker

Customer Experience Director

Jackie joined Kier in 2011 and has a track record for delivering transformation in a range of business improvement and customer experience leadership roles, across the group.

Strangely drawn to hard hats, hi-viz and high-heels, Jackie is a firm believer that bringing people together within a collaborative culture to deliver authentic experiences, leads to profitable growth from long-term, loyal customers.

Great insight drives great action and is all part of the job of working with teams to design and deliver great service experiences that bring Kier’s brand promise to life for clients, customers and colleagues.

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Moira Clark

Director

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

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Tara Mansfield

Head of People

Tara Mansfield is the Head of People at Monzo Bank and has been at Monzo for just under two years, following career stints spanning across the fields of education, finance and social services. Having experienced first-hand how people engagement can have an impact on work morale and performance, she joined Monzo with a vision to put employee experience at the core of everything people in order to support a high performing team.

Tara has on boarded over two hundred and twenty people into Monzo and has worked on a variety of projects, from benefits strategy to a focus on mental health and wellbeing. Monzo bank is a rocket ship, and Tara is responsible for the experience of every Monzonaut who walks through the door.

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Nick King

Insight Director

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. 

Nick joined Auto Trader in January 2007 as Business Intelligence and Market research Director.  Responsible for analysis and insights within the myriad of reporting tools currently available for the internet.  He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing.  He also speaks regularly at conferences round the world.

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Debbie Bennett-Jackson

Marketing Consultant

Debbie is a Chartered Marketer with 20 years’ experience in marketing, engagement and change communications.

Skilled in the design, development and delivery of award winning strategies to support sustainable growth and transformation within highly competitive markets.  Debbie’s passion lies in supporting organisations to embrace change and recruit, retain and develop their people.

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Gregg Widdowson

Customer Engagement Solution Sales Leader – UK & Ireland

Gregg Widdowson is the Customer Experience Solution Sales Leader for the UK and Ireland specialising in the area of Digital Customer Engagement strategy and solutions.  In this role Gregg is responsible for providing insight into key customer service trends and digital transformation for Avaya’s strategic customers and business partners.  Gregg has over 25 years of experience in the IT and Telecoms industry and has held a number of positions within Avaya including UK Enterprise Sales Engineering Manager, Contact Centre Consulting Systems Engineer and EMEA Contact Centre Practice Leader for Avaya Professional Services.

He holds a Bachelor of Science (Honours) from the University of Bristol.

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Rosie Bailey

Director of Customer Management

Rosie is responsible for CitySprint’s SME customer engagement strategy, focusing on retention and growth, and leading the Customer Experience Improvement programme. Rosie also manages commercial targeting and the relationship team looking after CitySprint’s key account customer base. Recognisable achievements already include, implementing both the key account management programme and the national Customer Care team in 2015 and winning Silver for the Most Improved Complaint Handling at the 2017 UKCHA Awards. With over 18 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.

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Andrew Richards

Head of Organisational Development

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus on Customer Experience.

Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TD Bank in Washington DC, where he was the Senior Vice President of Retail Banking.  Andrew began his retail banking career in 1985 when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank, America’s Most Convenient Bank, Andrew worked in a number of prominent roles culminating with expanding and building the revolutionary, service-driven model in both existing and new markets.

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Peter Mooney

Customer Insight Manager

Peter moved into a new role of Customer Data and Insight Manager, for Holiday Extras,18 months ago, building on his existing expertise in overseeing customer facing teams for 20+ years.

Createing a complete framework from scratch, identifying each existing touch point, alongside creating new ones. The analysis of each verbatim comment, creating ‘categories’ and using these consistently across each touch point of the customer journey.

Raising business-wide awareness of this new creation, successfully imbeddeding this into all levels of thought, up to CEO. Handling frequent requests for insights, which cover corrective actions, general improvements and also pre-design work on enhancing product look and feel. 

This CI creation is what he has termed ‘The Stack of Needles’; the on-going challenge is to liaise with the teams that exist across our Group (UK and Europe) and help select the correct ‘needle’ to feed into every project. The end-aim here is an improved customer experience.

Working for Holiday Extras since 2001, previous industry experience also covers Insurance, Finance and Food Manufacturing. Significant contact with the customer has always been a key component, in varying guises, of his career

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Anneka Brazier

Customer Insight Analyst

Moving on from a direct customer interaction role within our complaints team, Anneka moved into a new Customer Insight Analyst role to continue championing the voice of the customer.

Working alongside Peter to establish a framework and pinpointing exactly where in their booking journey customers gave feedback on their experiences.  Moving on to analysing each piece of feedback, identifying trends, using these consistently and raising awareness of this new insight from customers.

Joining the Holiday Extras team in 2003 and constantly interacting with customers on a one on one basis during this time, ignited a passion for being the voice of the customer.

Customer Insight is an on-going challenge we’re keen to unravel.  An improved customer experience is our end aim by recommending corrective actions, general improvements and providing pre-design analysis on the best way forward with product enhancements.

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Peter Croney

General Manager

Peter is General Manager and a shareholder at énergie fitness, specialising in low cost health clubs.

Over a 40 year period, having owned numerous businesses ranging from Insurance, property,  restaurants and health clubs, Peter has experienced both success and failure which has helped him understand the true value of customer engagement.

Peter uses his own unique but simple method for eliciting real customer insights which can be easily duplicated and implemented.

Over the last 12 years Peter has worked with énergie to help develop a whole new brand based on a real understanding of customers emotions for buying and maintaining their gym membership. This has led to an uplift in business of up to 14% in each health club where it has been introduced and helped secure énergie the coveted accolade of Health Club Operator of the year in the UK beating all other brands in the country.

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Nicholas Cockerill

Head of Product

Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products.  Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the front end.

Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity.

Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way.  When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

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Sascha Evans

Director of External Relations

Sascha is a theatre producer and curator of immersive experiences.  Sascha has worked with some of the UK’s leading theatres companies including Bristol Old Vic, Battersea Arts Centre, as well as leading West End producers.  She has also worked as with immersive theatre companies and in pervasive gaming.

Sascha has raised over £1million for charities and advises charities on donor journeys and communications.

Sascha is currently working in education, bringing creativity and a highly personalised approach to the customer experience.

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Michael O Grady

Senior Forecast Analyst

Michael is a principal forecast analyst within Forrester’s Marketing & Strategy analytics team. He focuses on eCommerce market sizing and five-year forecasting for Forrester’s syndicated ForecastView product. Some of his forecasts include online retail in Western and Eastern Europe, global luxury eCommerce, global cross-border eCommerce, global marketplaces, digital influence Europe, showrooming Europe, online insurance Europe, and online debt Europe.
Prior to joining Forrester, Michael was a portfolio analyst working within the life sciences industry. He was responsible for understanding trends within the portfolio to help calculate product launch likelihoods and portfolio sustainability.
Michael earned his undergraduate degree in mathematics from Leeds University. He also earned an M.Sc. in IT from University College London and an MBA from the Open University. He is an associate member of the Operational Research Society.

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Marco Eijsackers

Strategy and Business Development Manager

Experienced Director with a demonstrated history of working in the banking industry. Skilled in Banking,Strategy, Private Banking, Sales Management, Innovation, Financial Markets, and Structured Finance.Strong professional graduated from London Business School.

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Eliska Dockalova

Head of CS Innovations

Having spent over 10 years within the customer experience area of hospitality, travel and private aviation industries and with the recent overtake of the Kiwi.com’s Innovations & Business Transformation Unit departments, Eliska is now fully focusing on enhancing the customer experience side of business via processes & projects improvements. In cooperation with Engineering department and based on the data collected via the Complaints & Customer support departments, the main focus is now on driving the changes and follow the mission of Kiwi.com: making travel better!

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Nick Millward

VP Europe

Nick Millward oversees commercial, marketing and products across Europe, based in London UK. He has a strong background in technology, product and marketing within the digital and mobile space.

Before joining mGage in 2014, Nick has held various senior positions at Vodafone, EE, Daily Mail and co-founded various small companies working on a global stage.

Nick holds a Bachelor of Engineering degree in Electronics from the University of Nottingham.

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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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Pete Evia Rhodes

Director of Customer Value

Pete Evia-Rhodes is the Direct of Customer Value at The Times and The Sunday Times. His key responsibilities including retaining, engaging and growing over 500,000 subscribers through a programmatic customer lifecycle, exclusive content and award winning contact centre. They’re achieving their best ever retention rates and delivering record growth. His focus is on bringing together a customer centric approach with innovative solutions to new-age problems.

Prior to The Times & The Sunday Times Pete was at BT for 8 years, helping BT Consumer successfully launch BT Sport & BT Mobile amongst other projects.

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Katrina Broster

Head of Acquisition Strategy

Katrina is Head of Acquisition Strategy at The Telegraph. Katrina was promoted to this brand new role in early 2018, after tenures in both the Travel and media industries and she now oversees the performance marketing strategies for all of The Telegraph’s multiple diversified revenues namely Digital Subscriptions; Registration; Travel; Financial Solutions; Events and many other Commerce business offerings. She has implemented a brand new marketing approach, an award winning content marketing strategy that dynamically delivers the right content, at the right time in the right place, placing The Telegraph’s quality journalism at the heart of the strategy.

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Emma Perkins

Customer Experience Manager

I am a customer experience expert and proven leader of change with high-quality written and verbal communication skills. I help companies map their customer experience and understand how their people, systems and processes impact each customer touch point and how to use this information to develop sales and service propositions.

I am highly motivated with an excellent ability to build good business relationships and work across multiple functions at all levels. I have a track record of consistent delivery with high quality outputs to ensure effective communications, drive change and appropriately represent the organisation. I am experienced at managing both direct and indirect teams, setting direction to deliver clear goals and objectives.

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Darren George

European CX Insight Manager

As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading, designing, analysing and driving voice of the customer (VOC) programs.

With over 26 years’ experience in market research and insight gained all over the world Darren now spends his career with Samsung, uncovering those hidden gems of customer feedback that help drive improvement in Samsung’s overall customer delivery.  He has a passion for identifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude of touchpoints and product lifecycles, with strong focus on mobile devices.

Darren joined Samsung in 2016 after spending the past two decades in leading insight roles at Illuminas, TNS, Frost & Sullivan, 3Com, Gartner, UBM Plc (formerly Miller Freeman) and Nielsen.  He has developed leading edge measurement programs for a wide range of Fortune 500 businesses, from traditional VOC to advanced analytics within mobility, automotive and IT sectors.  His current focus is on strengthening customer loyalty and driving customer centricity within Samsung Europe and uses much of his day measuring the business impact of CX.

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Amy Vetter

Digital Insights Manager

Amy has worked in the digital space for the last 10 years across many brands including IBM, Johnson & Johnson and now Samsung Electronics. She has a passion for data which started at university where she set up and ran a successful PPC affiliate agency and then moved into the digital analytics space branching out into personalisation, email campaigns and social data once in the big world of work. At Samsung Electronics Europe she works to surface digital insights from data available across multiple platforms and tries to push change through in the markets across Europe in order to improve customer experience across touchpoints and overall sales in a hero, halo effect. She is a super keen baker and aims to increase the waist lines of all colleagues as well as the sales for the company!

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Adetola Orukotan

Operational Manager, Disability Services and Dispute Resolution Directorate

Adetola has over 15 years’ experience as an Operational Manager within various strands of the department such as the Disability and Carers Directorate, Customer Service Leader in the Working Age Directorate, Engagement lead and one of the Operational managers at the Dispute Resolution Directorate, Watford Service Centre. She is currently the communications leader for the National Colleague Engagement group for the Dispute Resolution Directorate. With her strong background in customer relationship, Operational management and her proven leadership skills, her main passion is to build fully functional people groups who are fully engaged and provide an exceptional customer experience to the people we service. This is closely linked to the overall wellbeing of all people involved. People skills comes naturally with her leadership style and she always seizes every opportunity to coach/mentor other in a bid to share her knowledge and skills.

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Kim Ratcliffe

CCO

Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers.

Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business.

Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home.

As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives.

All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

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Tony Vickers-Byrne

Chief Adviser

Tony has over 25 years’ experience at HR director level, primarily in the NHS. This included roles at The Health Protection Agency, The Royal Brompton & Harefield NHS Trust and The Royal Surrey Hospitals NHS Trust, where he also led on facilities and communications. Tony was HR Director at Public Health England and its Chief Adviser for Diversity and Inclusion and Staff Wellbeing prior to taking up his latest role in October 2018.

Tony will be working with CIPD colleagues on a range of national initiatives across diversity and inclusion, employee wellbeing and employee engagement.

Tony set up a compassionate management social movement in late 2016.  Over 250 senior leaders across the public, private and charitable sectors, plus professional and academic organisations, trade unions and expert consultants, signed up to help make compassionate workplaces, where people can bring all of themselves, every day, to an environment which is fair, inclusive, safe and supportive, the default position across society.

Tony is also a member of Professor Sir Cary Cooper’s National Forum for Health and Wellbeing at Work and a Trustee at the Royal Society for Public Health.

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David Stokes

Marketing Manager

David has 30 years’ experience of B2B and B2C international marketing in the packaging, drinks, fine art & graphics, healthcare, marine and automotive sectors.
A degree in French & German lead him to a career in international commerce where post graduate qualifications in Marketing and later Business Administration followed.
Past employers have included all sizes of company from FTSE100 down to 4-person start-up.
His current employer, Farécla Products is a Hertfordshire-based manufacturer of surface finishing products which it sells to 120 countries worldwide, supplying professional markets in the automotive, marine, aerospace, composites and wood industries, as well as consumer car care.
David is an advocate of customer engagement saying: “It’s widely accepted that especially in B2B markets, ‘people buy from people’, so if you can get your customer to engage with you either on a personal level, or a brand personality level, they are more likely to buy from you, and to keep on buying from you.”

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Richard Spencer

Director

Richard Spencer is a supporter experience consultant who helps charities of all sizes build and implement supporter experience programmes and extract tangible value from them. In most cases, there’s a fair bit of change management involved.

Using a range of practical tools and approaches, he helps build supporter experience into objectives, strategy & plans, structure, culture and ways of working. By working out what to tackle first, he helps you keep it simple and achievable, and focused on quick wins and growing successes.

Richard was the director for the Commission on the Donor Experience and is on the Institute of Fundraising’s Donor Experience Project committee. He has worked with a wide number of UK and overseas charities on their supporter experience programmes.

Why ‘Promoderation’? It’s about being in favour of (Pro-) not overdoing stuff (-moderation) and achieving more with less! Which can only really be achieved by changing what we do and the way we do

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Gemma Todd

Head of Human Resources

Gemma has over 20 years of regional, national and international leadership and management experience in Human Resources; Organisational Development; Training; and Learning & Development. Her career history has spanned a variety of sectors including central banking, defence engineering, international consultancy, education, public sector, professional services, health/social care and, now, hospitality.

She has enjoyed Board level roles where she was instrumental in supporting business growth. She also was a Director of her own successful management consultancy business for three years with a portfolio that comprised private and public-sector clients from across the UK as well as overseas.

Gemma was appointed to the role of Head of Human Resources for the Imperial London Hotels Group Limited in January 2015. She has been instrumental in the development and implementation of the Human Resources strategy across the Group’s multiple sites and disciplines.  Through her team of six professionally qualified Human Resources team members, she manages and supports the employment, welfare, training and development needs of a c.1150 strong workforce.

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Steve Murphy

Head of Communications and Marketing

Steve has over 30 years senior management experience in communications and public relations. He has led on both internal and external communications for Government Departments, NHS Authorities and Trusts and private and voluntary sector organisations.

He is currently the Head of Communications and Marketing for the Zero Suicide Alliance and Mersey Care NHS Foundation Trust.

Launched in November 2017 The Zero Suicide Alliance (ZSA) is a coalition of over 100 NHS and other partners determined to help rid the UK of suicide.

Around 6,000 people a year die of suicide and the ZSA want to improve the support for those contemplating taking their own life by raising awareness of the importance of talking to those at risk, and promoting free on-line suicide prevention training, which is accessible to all. This training takes people through real life scenarios aiming to provide the skills which will help them deal with difficult conversations with loved ones, friends or colleagues.

Mersey Care serves more than 11 million people, offering specialist inpatient and community services that support mental health, learning disabilities, addictions, brain injuries and physical health. It is one of only three trusts in the UK that offer high secure mental health facilities.

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Brendan Dykes

Product Marketing Director

Brendan has over 25 years of experience in the customer service industry, in both business and technical roles. This broad experience has allowed him to see first-hand the importance of both customers and organisations of delivering consistent omnichannel customer experiences.

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Steve Nattress

Product Manager

Steve joined Eptica in 2012 and has 20 years’ experience in the software industry developing and deploying solutions for contact centres all over the world. During his career, he has held a wide range of roles from developer to support manager, to project manager and is currently Eptica’s Product Manager for their Engagement Suite of Products.

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Ilay Rennert

Vice President Sales

Ilay leads Lighthouse global expansion, channel partner development and business operations. He brings over a decade of experience leading SaaS product growth, driving revenue, introducing SaaS product to new markets and building channel program and OEMs. Prior to KMS Lighthouse, Ilay held various leadership positions in cyber security companies where he successfully built and scaled SaaS activities in Europe and Asia.

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Doron Gower

Chief Solution Architect

Doron has many years of experience in the field of customer experience serving our clients and global partners as our Chief Solution Architect. In this role he has visited large international enterprises around the world from Manila to Arizona, sharing insights, training, presentations and product demonstrations. Doron holds an MA in Land Economy from the University of Cambridge.

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Nick Pegram

Bold360 Sales Director for EMEA

Nick has a decade of experience advising large b2c and b2b organisations on the utilisation of early adaptor AI and self-service technology to vastly improve their customer’s value and satisfaction.

Emphatic belief that it’s superior customer experiences aligned with business outcomes which drive value and growth, technology is simply the enabler.

Nick’s specialties include; Building high-performance, multi-disciplined, global teams with a focus on Digital Strategy & Transformation (customer/contact centre centric); PaaS & SaaS technologies; specifically, digital customer experience; AI, NLP, IoT, Bots, Insight driven objectives to drive business value improvement.

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Sathya Srinivasan

Principal Solutions Architect

As a Principal Solutions Architect, Sathya is one of the most senior technical individual contributors within the Solutions Consulting team. Based in London, he is responsible for partnering with the Sales Vice Presidents and Solutions Consulting team to build relationships and develop deep architectural and technical solutions for customers and prospects.

Sathya has over 20 years of experience working with various IT technologies and organisations. In Appian, Sathya has been a Principal Architect for the Professional Services responsible for Architecting and delivering Appian solutions. He has worked on projects across the globe, including Europe, Middle East and Australia.

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Sally Earnshaw

Managing Director

With a 20 year track record working in senior positions, Sally has developed and executed sales and service transformation programmes in a wide range of operational environments. This lends a depth of understanding to all sorts of client situations with resultant gravitas to the messages she shares. She has recently published her first book. Crack the Code: Upgrade your customer experience, one conversation at a time about the human code, called conversation, that’s undergoing a revolution thanks to cutting-edge research in neuroscience. But because it’s a people, rather than a tech, thing it’s being neglected by all but the super-smart few.

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Martin Taylor

Deputy CEO

Martin Taylor is Deputy CEO of omni-channel cloud communications provider Content Guru. A forerunner of communications technology since his early twenties, when he co-founded Content Guru’s sister company, Redwood Technologies, Martin’s role now centres on strategic market development and analysing the future of digital engagement.

Martin is an elected member of the CBI South East Council, an Advisor to the Common Sense Collective socio-economic think-tank and a member of the Advisory Board of the School of Management at King’s College, London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for Strategic Management. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and the Peter Jones Enterprise Academy.

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Simon Foot

Sales Director UK&I

An established customer management Director with over 20 years experience of Customer Management working with some of the world most recognisable and influential brands

Recognised industry commentator and influencer. (Top 50 most influential people in the industry).

Simon is driving the Chatbot market in the UK as Director for the CX Company who undertake 4 million Chatbot interactions a day globally.

Simon combines his love for improving customer engagement with family, golf and football, all of which involves far too much shouting these days!

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Ben Orme

Product Director

With over 10 years of Product Management experience in digital technologies, Ben joined Blackhawk Network in January 2018 to lead the strategic development of the Reward & Incentive platforms –  helping brands to build, sustain and extend profitable relationships with employees and customers.

Bens passion for data, user experience & solving problems has seen him gain understanding across many industries including automotive, ecommerce & online marketplaces – working with some of the country’s most influential tech giants to create products & experiences that users love.

Thousands of brands trust Blackhawk Network to engage and grow loyalty, productivity and sales. Our gift cards, eGifts, and rebate, loyalty and employee benefits programmes have created rewarding experiences worldwide for over 17 years.

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Iain Banks

VP International Markets

I am responsible for developing and delivering TTEC’s European business plan for sales, marketing and solutions. With more than 18 years in the Global BPO/Contact Centre environment I have a proven track record in delivering business results including: new logo sales, organic account growth, strategic account directorship and strong operational relationships.  I specialise on bringing deep industry expertise and a thorough understanding of the evolving customer experience market. This enables me to fully understand our clients’ mission, vision and challenges.

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Adrienne Gault

Head of People Transformation and Organisational Change

Adrienne holds a senior role in the Food Standards Agency with direct responsibility for organisational transformation, development and change. She is a highly experienced People and Change practitioner having held many senior management roles spanning business transformation, organisation development and HR in both the public and private sector across the UK.

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John Heatherington

Retail Finance & Operations Manager

John Heatherington is Retail Finance & Operations Manager for Marks & Spencer International. Working for M&S for 12 years. During this time he has worked in a number of Finance and Operational roles in Scotland and the North of England, as Head of Finance and Operations for the Sourcing Office in Hong Kong managing the Asian Operation and most recently working worldwide with all of the groups’ Franchise partners and wholly owned businesses to improve internal efficiencies and store experiences.

John has led the introduction of the VOC programme in M&S International, across 35 markets, supported by 21 languages, in 374 stores. Receiving over 300,000 responses in the first full year of the programme, customer feedback now features as a key part in future store development planning, L&D programmes, as well as being a key topic on a day to day basis in stores around the world. The programme has been shortlisted for a number of industry awards, winning the ‘Best Customer Experience’ award at The Loyalty Magazine 2018 Awards.

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John Mihill

Interim Head of Customer Service

Proven record of change management to improve online service operations, reduce costs and build award winning teams in online retail at Dixons Stores Group, The White Company, T.M. Lewin & Heal & Sons

Experienced in managing high volume, multi-channel retail contact centres, particularly skilled in people management & identifying changes needed to improve performance and build award winning teams

Obsessive and passionate in his belief only great teams can provide a consistent & an outstanding customer experience, Work has to be enjoyable if you want to get the best out of people.

Also passionate that Customer Service must be seen to contribute to the bottom line and the overall success of any business

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Anna Wilcox

Head of Customer Experience

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care.

Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres.

Despite her passion for marketing, she found she really wanted to make a difference for the customer.

So when the opportunity for a new challenge arose at the beginning of 2017,  she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa.

This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.

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Tim Pritchard

Managing Director

Tim leads the CX practice at Kantar TNS UK, working with leading brands from a variety of sectors – from telecoms and financial services, to healthcare and automotive – to define, track and activate their CX strategies.

Kantar TNS identifies the moments that matter most to customers, establishing priorities for improvement action and investment, helping clients to drive customer engagement and deliver commercial ROI.

Tim’s expertise transcends CX activation (to help clients embed CX), data capture and measurement programmes (NPS relationship surveys, real-time transactional programmes, and social media dialogue) and advanced analytics (joining the dots between survey, behavioural, CRM, social and operational data).

He also has a wealth of experience managing CX programmes using best-of-breed operational CEM/CX platforms, Medallia and Qualtrics, to capture and report
in-the-moment VoC feedback.

Tim was promoted to the Kantar TNS UK Board in January 2018.

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Nick Worth

CMO - Selligent Marketing Cloud

Nick Worth is a marketing expert whose diverse career experience has given him unique insights into the rise of digital consumer engagement. As co- founder of Schematic, one of the world’s first and most successful digital agencies, Nick took the company from a small startup to an agency of more than 350 digital professionals service companies like NBC, Google, and Sony.

Currently the CMO of Selligent Marketing Cloud, Nick writes for more than a dozen trade publications and speaks to marketers about the impact of technology on marketing, strategies for engaging consumers, and the many challenges presented by omnichannel marketing. A graduate of Harvard College and Oxford University, Nick lives in London.

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Oisin Lunny

Chief Evangelist - OpenMarket

Oisin Lunny is Chief Evangelist at OpenMarket, the mobile messaging leader that helps the world’s largest companies connect with customers. Oisin has hosted, moderated and given keynote presentations at over 200 conferences across the world, including TEDx 2017 and six times at South by Southwest (SXSW).

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Chris Venus

VP Professional Services

Chris leads the Professional Services team at Conversocial, covering everything from in-depth strategic development, through to implementation, reporting and technical integrations to client systems.

Chris joined Conversocial in 2014 as head of PS in EMEA, stepping up to lead our Professional Services Team globally in 2016. Previously, Chris built out and led a professional services and support team for intranet company SORCE, specialising in internal communications and knowledge portals. Chris has a degree in Computer Science from Swansea University and is a proud father of his young daughter.

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SUMMIT RETURNS FOR A SEVENTH YEAR

2018 Customer Engagement Summit Agenda

With a year that’s so far been filled with GDPR regulations changing the way that every organisation operates, as well as AI becoming more frequently used than ever before, it’s understandable to be at a crossroads in terms of where to go next with your customer engagement strategies. The big news for 2018? Well, this year’s Summit is a two-day event for the first time ever, meaning that you get to enjoy more world class content than ever before. Attending the Customer Engagement Summit provides a unique experience that can only be found at Europe’s largest event dedicated to customer and employee engagement professionals.

With 90+ speakers across 4 topic halls and 24 topic streams, we’ll be delving deeper into the industry’s hottest trending topics, allowing you to head back to the office equipped to take your own customer experience to the next level. The overarching theme of this year’s case-study led CPD accredited Summit relates to our people, and how coupling the potential of our workforce with new technology can lead to competitive gain.

So, don’t miss out – you can find out more about the day and secure your seat below.

 

THEME:

The Human Face of Engagement: People Come First

The overarching theme of this year’s Summit is ‘The Human Face of Engagement: People Come First’ highlighting that against a backcloth of continuing advances in technology, and the new business models that are being spawned, it is still the human touch that makes the difference in both customer and employee engagement.

One of the benefits of attending the Summit is that you’ll have exclusive access to our event app, where you can see who else is attending and start networking straight away. As well as this, you can organise meetings in our 1-2-1 Networking Lounge, access all event information in real time, view the agenda and speakers, take part in interactive polling and share your own updates and content via the event news feed.

 

9.00 - 10.25

Plenary - Main Stage

duration of event
9.00 - 9.05

Day One: Chair's Introduction

Speaker(s):  Martin Hill-Wilson

Plenary - Main Stage

duration of event
10.05 - 10.25

If you want to be loved, be lovable

Speaker(s): Tim Arthur

10.25 - 10.55

duration of event
30 mins

Coffee and Networking

11.00 - 12.00

CUSTOMER ENGAGEMENT TRANSFORMATION Part One

duration of event
11.00 - 11.20

Olympus Case Study: Transforming From Product-first to Customer-first

CUSTOMER AND EMPLOYEE ENGAGEMENT Part One

duration of event
11.00 - 11.20

Kent Fire and Rescue Case Study: Applying a customer model to the Fire and Rescue Service

Speaker(s):

David Wales

ENGAGING WITH THE DIGITAL CUSTOMER Part One

duration of event
11.00 - 11.20

Virgin Holidays Case Study: Our customers are not our first priority

Speaker(s):

Pauline Wilson

EVOLUTION OF VOE ACROSS THE ENTERPRISE

duration of event
11.00 - 11.20

Formica Case Study: The importance of investment in the future capability of leadership

Speaker(s):

Emma Dixon

12.05 - 13.05

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One

duration of event
12.05 - 12.25

Vodafone Case Study: Customer Data and Privacy – it’s people thing

Speaker(s):

Paul Somerville

THE EVOLUTION OF CX SERVICE DESIGN Part One

duration of event
12.05 - 12.25

TASIS Case Study: Storytelling to Attract your Customers

Speaker(s):

Angel Lozano

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One

duration of event
12.05 - 12.25

Co-op Case Study: Relevance - How to position the contact centre as a strategic asset

Speaker(s):

Claire Carroll

COMBINING CX STRATEGY WITH CULTURE

duration of event
12.05 - 12.25

Taylor Vinters Case Study: Unicorns and Zebras

Speaker(s):

Peter Finding

13.05 - 14.05

duration of event
60 mins

Lunch and Networking

14.05 - 15.05

FUTURE OF THE CONTACT CENTRE Part One

duration of event
14.05 - 14.25

Heal's Case Study: Back in The Game

Speaker(s):

John Mihill

ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

duration of event
14.05 - 14.25

Monzo Bank Case Study: Employee Experience Means Business

Speaker(s):

Tara Mansfield

ENGAGING WITH THE DIGITAL CUSTOMER Part Two

duration of event
14.05 - 14.25

Autotrader Case Study: Digital Excellence – an easier more enjoyable journey

Speaker(s):

Nick King

15.10 - 16.10

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two

duration of event
15.10 - 15.30

Sky Betting and Gaming Case Study: Risk of automation in Operations? What risk?

Speaker(s):

Nicholas Cockerill

MARKETING AND THE CX

duration of event
15.10 - 15.30

ING Case Study: Building the bank of tomorrow

Speaker(s):

Marco Eijsackers

ARTIFICIAL INTELLIGENCE AND ROBOTICS

duration of event
15.10 - 15.30

kiwi.com Case Study: Imagining the impact of voice-enabled AI on CX

Speaker(s):

Eliška Dočkalová

16.10 - 16:40

duration of event
30 MINS

Coffee & Networking

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part Two

duration of event
16.40 - 17:00

Water Plus Case Study: Creating Calm Following the Storm

Speaker(s):

Kim Ratcliffe

 

TRAINING, LEARNING AND DEVELOPMENT

duration of event
16.40 - 17:00

Food Standards Agency Case Study: Transforming Our Ways of Working

Speaker(s):

Adrienne Gault

17.20

Drinks & Networking Party

duration of event
90 MINS

Sponsored by:

Rant & Rave

 

The Venue:

Westminster Park Plaza

This year’s Summit is being held once again at the iconic Westminster Bridge Park Plaza in Central London and again in tandem with our third annual Engage Awards Ceremony, the only customer and employee engagement Awards programme, being held on the evening of November 12th.

Location Details

 

Standard

1 Ticket

• 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:

£595

+VAT - £119

Buy A PASS
Date: Monday 12th

Bronze

1 Ticket

• 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

ONLY:

£995

+VAT - £199

Buy A PASS
Date: Monday 12th

Silver

5 Tickets

• 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:

£1995

+VAT - £399

Buy A PASS
Date: Monday 12th

Annual

Festival Pass

Annual Subscription providing access for 1 person to EVERY conference for 12 months.

ANNUAL SUBSCRIPTION:
Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

ONLY:

£995

+VAT - £199

Buy A PASS
Date: Monday 12th

Supplier

1 Ticket

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

ONLY:

£1495

+VAT - £299

Buy A PASS
Date: Monday 12th

WE LOOK FORWARD TO SEEING YOU THERE !

Tickets are limited so book yours today

Buy Your Pass