Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
Let’s build better experiences for your customers
Attendees at the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have transformed their strategies to meet customer demands and are reaping the rewards of loyalty as a result.
You’ll be witness to 30 world class speakers delivering exclusive content surrounding trending topics. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.
Key facts
ONE-DAY EVENT
roundtable sessions
CASE STUDY PRESENTATIONS
400+ ATTENDEES
1-2-1 MEETINGS
30+ exclusive presentations
What to expect
TOPIC STREAMS
Customer Engagement Strategies for the Modern Customer
The 'modern customer' is more informed and empowered than ever before, and their preferences and needs are constantly evolving. In order to stay ahead of the curve, organisations need to rethink and reinvent their customer engagement strategies. This stream will delve into the various ways in which organisations are successfully adapting and transforming their customer experience strategies to cater to the needs of the modern customer. From leveraging the latest technologies to implementing innovative tactics, this stream will provide valuable insights and best practices that can help organisations thrive when it comes to their customer engagement goals.
Linking People with our Customers
As we explore new and innovative ways to delight and engage our customers, we'll also be examining the crucial role that employee experiences play in creating a truly exceptional customer experience. By fostering a culture of outstanding employee experiences, we believe that you can unlock the key to your future success. So come and join us, and let's explore the possibilities together.
Voice of the Customer
By tapping into the power of the customer's voice, you can unlock a wealth of unparalleled 360° insights that will revolutionise the way you connect with your customers. Join this stream to discover how to listen to your customers and gain a deeper understanding of their needs, preferences, and pain points. With the Voice of the Customer at your fingertips, you can make data-driven decisions that will enhance your customer experience, increase loyalty, and drive your business forward. Don't miss out on this opportunity to harness the power of customer feedback and take your organisation to the next level.
The Rise of the Customer Service Design
In today's competitive business landscape, creating a positive customer experience is more important than ever. However, many companies overlook the critical role that Service Design plays in achieving this goal. That's where this stream comes in - we offer a fresh perspective and a new toolset to help you actively design experiences that not only delight your customers but also boost profits and save costs. Our unique approach will set you apart from the competition and position your brand as a customer-centric leader in your industry. Don't miss out on the opportunity to transform your business with our Service Design expertise.
Unlocking Exceptional Customer Journeys
Mapping your customer journey strategy is the key to building lasting relationships with your customers. Delivering a seamless and personalised experience at every customer touchpoint is crucial in today's fast-paced world, where customers demand quick resolution times and exceptional service. This stream will look at how delivering exceptional customer journeys can transform customer retention and loyalty.
Personalisation of the Customer Experience
Personalisation of the Customer Experience is key to creating a lasting bond between your organisation and your customers. By catering to the specific needs and preferences of your customers, you can create a tailored experience that will leave a lasting impression. This can be achieved by implementing personalised touchpoints throughout the customer journey, from targeted communications to customised recommendations. This stream will look at how, by taking the time to truly understand your customers and their unique requirements, you can create a winning strategy that will drive loyalty in the long run.
Artificial Intelligence and Self-Service
Despite staffing concerns being a persistent issue for customer service teams, organisations must find innovative ways to overcome these challenges. By automating customer service, companies can reduce their reliance on humans without compromising on customer satisfaction. Self-service options are seeing a surge in popularity this year to help customers get answers at their convenience.
Harnessing Technology in Customer Engagement
With the rapid expansion of the variety of channels customers can choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a personal, contextual experience for each customer.
Innovation in Customer Engagement
What customers expect from an organisation is constantly changing, so it's crucial that organisations continually find new ways to serve customers and enhance their experience. Speakers in this stream will be at the forefront of forward-thinking and explorative ideas to delight customers and transform their experience.
Digital vs. Human - Striking the Right Balance for Customers
In today's fast-paced world, organisations have the opportunity to serve their customers through both digital and human channels. While digital technology offers convenience and efficiency, human interaction provides a personal touch that cannot be replicated by machines. Striking the right balance between these two approaches is crucial for ensuring customer satisfaction and loyalty. Companies must leverage the benefits of both digital and human channels to create a seamless and engaging customer experience. This stream will look at how organisations can utilise the right mix of digital and human touchpoints to deliver exceptional customer service.
Creating a Customer-Centric Organisation
Those organisations succeeding in today's competitive market are those that truly understand their customers, anticipate their needs and deliver exceptional experiences that exceed their expectations. It's about building trust, loyalty and long-term relationships, rather than just a transaction. By utilising insight to focus on the needs and wants of your customers, you can create a culture of customer obsession and differentiate yourself from the competition. Join this stream to learn how to create an organisation that puts your customers first.
Andrew Woolliscroft
Jaguar Land Rover UK Client Care DirectorCharlotte Owen
Financial Times Head of Customer Planning & Customer RelationshipsSham Haque
The LEGO Group Senior Engineer - Contact Centre TechnologyHe's spent his career to date learning, and continues to enjoy being challenged with new problems to solve, and new skills to acquire. Sham loves meeting new people and learning from them, as well as hoping he can share back his experience and knowledge.
A proud husband of 20+ years, father of one near-teenage daughter, and when he gets the chance, loves the mindfulness brought from building a LEGO set.
A keen runner – though he discovered it quite late in life, and now heads up the running club at work and feels frustrated if he cannot get out for a run at least three times a week.
Chad Wilson
J.P. Morgan Head of Client Journey | Product & Design | Payments & CommerceVineeta Anuj
Mindful Chef Head of CustomerKevin Murphy
NatWest Integration & Partnerships Lead, Youth & FamiliesKevin Murphy now leads NatWest Youth Partnership team. His role is specifically to set, drive, and coordinate the Retail bank’s Youth Partnership and Supplier strategy, delivering industry and cross industry partnerships
Previously Kevin led the pioneering Green Mortgage Customer Journey team at NatWest. As part of that role Kevin led NatWest’s response and strategy on Climate Change which included overseeing the Customer Engagement, Product Offerings, Sectoral relationships and manging all risk and data elements that underpin the strategy. Kevin has also worked in Procurement for over 25 years spanning across many industries, such as Electronics, Bio Tech, Engineering, NHS, Computing and Finance. He is passionate about NatWest’s purpose and ensuring NatWest play their role in helping the UK’s business and families thrive.
Gemma Hulse
Evri Head of Customer ServiceGemma is the head of customer services at Evri. She has worked for Evri for 8 years, managing customer services for the past 3 years and previously led the operations team based in London. Gemma has been in the logistics sector for the past 16 years joining Evri from TNT Post and Whistl. Her experience ranges from being on the front line, setting up customer service teams to creating and developing the customer service strategy for the business.
Gemma’s passion is to ensure that there are always improvements in a customer’s journey and to bring the customers’ voice to any business. She is passionate about being a great leader and having the best team to deliver for customers by going the extra mile. She also sees the importance of coaching and developing people. Gemma is leading the step change in customer service reputation to make Evri more available for all customers and supporting the wider reputational change of the business.
Olive Perrins
Sky Head of TV ServiceOlly has worked at Sky in technology strategy for more than 10 years and is fiercely passionate about delivering frictionless customer experience. She spends her day obsessing about resilience, using data to measure every journey touchpoint to improve service at the best service economics.
Olly is a dedicated coach who dedicates much of her time to reaching back and helping others to climb through mentoring and coaching in Sky and across the broadcast industry.
Jason Fiddes
Sky Head of Tech FuturesWith a passion for technology and data; and using this to improve customer experience and operational efficiency, Jason has been working in technology strategy, change and delivery across multiple verticals in the UK for over 25 years. Working at Sky for over 7 years now, he is Head of Digital CX & Tech Futures looking at industry and technology advancement to produce recommendations that feed into key initiatives that ensure Sky is at the forefront of innovation. Always with a focus on ensuring the customers digital experiences are improved and simplified through data driven, technology solutions that also balance off against Service economics.
Divya Kerslake
Virgin Red Head of Customer StrategyBethan Lynch
Kingfisher plc Head of Customer Experience, B&Qand Media businesses as a Strategy Consultant. Over the last 10 years she has led the
development of customer propositions for some of the UK’s leading retail brands including John
Lewis, Waitrose and B&Q. Recently, she drove the transformation of the JL App putting it at the
heart of their experience. She has worked across Store Development, Digital Product, Marketing
Strategy and you can also ask her about being at Store Manager for Waitrose at
Christmas. Currently she is Head of Customer Experience at B&Q.
Anna Wilcox
Bupa Head of Customer ExperienceLouise Walsh
Utilita Energy Chief Customer Contact OfficerChandni Bhatt
Beauty Pie Senior Manager, Member Happiness (CX)Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.
Mark Anderson
Go Ahead Group Customer and Commercial DirectorHe has worked within Go-Ahead for seven years, having joined as head of marketing at the company’s Southeastern Railway subsidiary and spent time on secondment to Japan and Norway before taking a role as part of the group’s leadership team.
He works across diverse strategic areas from climate change and future mobility to capturing the voice of the customer and his initiatives have included leading the Billion Journey Project, one of the UKs largest transport innovation programmes. He is a non-executive director of Go To Places, a not-for-profit body in the tourism sector and Sustainability Ambassador for the Institute of Directors in Oxfordshire.
Prior to entering the transport industry, he worked in the retail, leisure and hospitality industries including holding senior roles at LEGOLAND Windsor and at Warwick Castle. He is passionate about developing growth strategies aligned to customer insight and challenging the status quo to deliver elevated customer experiences.
Caroline Graley
MANUAL Head of ServiceKaren Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantBringing external vulnerability experience from previous roles in the energy sector, Karen initially led the Vulnerable Customer Programme in 2022 before moving to create and lead the new Vulnerable Customer Centre of Excellence.
The Centre of Excellence purpose is to support noncustomer facing colleagues with practical application of principles and standards and to develop market & thought leadership through collaboration and best practice. Always striving to deliver excellence in vulnerability consideration, Karen also leads a team of 20+ senior leaders in a vulnerability champion capacity to ensure vulnerability is embedded into our DNA right across our business.
Karen plays an active part in external collaboration bodies including the CCA and Collaboration Network where she is also a member of the Vulnerability Champions working group as well as working with Cowry Consulting to achieve distinction in their Behavioural Science Masterclass.
Dave D'Arcy
Laughing Leadership Founder & Managing DirectorAdditionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
Gerry Wisniewski
Edelman Managing DirectorRussell Attwood
Route 101 Founder & Business Development DirectorHeading up the sales arm of the business, he guides his experienced team on CX transformation projects for organisations both nationally and internationally, supporting clients including Teleperformance UK, Shell Energy, Holland & Barrett, and NHS Professionals. Russell is passionate about customer engagement and enjoys providing his customers with industry-leading innovation & support throughout their journey.
Xena Lappin
Teleperformance UK and South Africa EVP, Transformation and InnovationXena is EVP, Transformation & Innovation at Teleperformance UK & South Africa. In her current role, she is responsible for leading the digital transformation team who support clients transform their operations through innovation and technology. She has extensive experience in outsourcing, operations and transformation and has had held senior roles with PwC, Serco, Sky and TalkTalk.
Richard Simpson
Route 101 Head of Solutions EngineeringBilyana Freye
Co-Founder & CEO OrbiitDominique Farrar
Director of Community Quantive (formerly Gtmhub)Phoebe Kent
Head of Behavioural Innovation Cowry ConsultingAs a Lead Behavioural Designer, Phoebe uses the latest academic insights as a foundation to design and implement behaviour change interventions to tackle a range of business challenges.
Following a degree in Psychology BSc, she worked as a Retail Transformation Recruitment Consultant, gaining an insight into the challenges and opportunities associated with behaviour change in the private sector. To pursue a career in behavioural science, Phoebe obtained a first-class Master’s degree in Applied Psychology and Economic Behaviour at the University of Bath.
Phoebe’s recent projects have included redesigning call centre scripts to increase the adoption of an online pension proposition and comprehension of contract terms and conditions, as well as designing an in-store experience to communicate a value proposition.
Jez Groom
Founder, CEO Cowry ConsultingWith over 10 years of experience of practically applying behavioural science in business, Jez has established himself as one of the world's leading practitioners in the field. As a pioneer, Jez has always been on the frontlines of behavioural science, from being instrumental in the team that used murals of babies faces to fight crime in Woolwich, to changing handwashing behaviour in a pig abattoir in Santiago to painting pink walls to reduce unsafe behaviour on a construction site for Shell on the South Bank of London.
As an author of his latest book : Ripple - The big effects of small behaviour changes in business, Jez has documented the insights, tips and toolkits that can help business people to activate behavioural science at scale within their organisation. He is also an Honorary Research Fellow at the Dept of Psychology at City University, London, working within the MSc programme and is helping bridge the gap between academia and business.
Matthias Goehler
Zendesk Chief Technology Officer, EMEAChris Stewart
Head of EMEA North MessageBirdDaniela Birnbaum
Meta Channel Partner Manager - WhatsApp PartnershipsDaniela Birnbaum works with WhatsApp Business Solution Providers across Europe, Middle East and Africa. Her knowledge and expertise in Business Messaging have helped hundreds of brands to connect and engage with their consumers. She is passionate about empowering businesses to leverage the power of WhatsApp Business Platform.
Rogier Beckers
VodafoneZiggo Lead Operational Analytics & InsightsRogier has been an innovative and driving force at VodafoneZiggo playing a key role in the implementation of state-of-the-art solutions like Speech & Text Analytics, Automated Quality Monitoring and Auto Machine Learning platforms.
Ben Pintilie
RingCentral CX Technical Enablement ManagerBen has spent most of his life working in the telecommunications industry and has seen many changes over the last 25 years. Having had experience installing and repairing telephone lines and systems, he understands the importance of a highly reliable communications system from a customer's perspective. Ben has also worked extensively in the contact center environment, understanding the needs of a business to leverage and optimize all the tools and personnel they have available to them currently. At RingCentral, Ben has worked in our Customer Experience organization, supporting national and global enterprise customers. His Can-Do attitude meant he could work across multiple teams and departments during the Covid 19 crisis to help bring on board and support the UK's NHS Covid19 Test and Trace contact center solution. Today, Ben is a Technical Enablement Manager for EMEA, Training, Supporting, and Mentoring the current as well as the next generation of RingCentral Support and TAM Teams.
Luc Roi
Freshworks Enterprise Account ManagerMatt Bramley
Freshworks Senior Solutions EngineerSean Keane
Davies Group Director of Consulting ServicesPhilip Mitchell
Davies Group Consulting DirectorSuzi Bentley-Tanner
PA Consulting Associate PartnerAlex Wright
PA Consulting PartnerRyan Slade
SurveyMonkey Account ExecutiveGerry Brown
Customer Lifeguard Chief Customer OfficerMartin Hill-Wilson
Brainfood Consulting Founder"Excellent Speakers, thought provoking case studies, general passion in the room for CX. Met lots of like minded people too!"Customer Proposition Manager, Cadent Gas
"Set up was seamless Great Venue & great content. App makes planning your day easier. Would definitely like to bring more from my business in 2024!"Senior Success & Operations Manager, Total Jobs Group
"Always a fantastic conference, great speakers and relevant topics!"Head of Business Services, SKY
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world.
For more information visit www.freshworks.com.
SurveyMonkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices. Learn more at surveymonkey.com.
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
Our solution:
• The platform is driven by a powerful combination of advanced AI, deep automation, intelligent MasterBotsTM, and unified, smart communications management
• For human-driven operations, it enables diverting 50% of communications to digital and automating 50% of repetitive inquiries and processes - also known as the CommBox 50-50™ Rule
• The platform empowers agents through a unified interface to manage all communications
• It delivers AI-driven insights and supports with bot-assisted actions, resolving customer needs quickly, accurately, and without any friction.
• It enables more and more customer communications to be automated, powering greater customer satisfaction, higher efficiency, faster and smarter outcomes, and business growth
We are committed to bringing brands and customers together in a natural, outcome-driven way, helping businesses to achieve their goals and exceed the expectations of their customers.
Contact centre and CX consultancy, cloud contact centre solutions, AI & Automation, Workforce Engagement and more - wherever you are in your technology journey, Route 101 can help.
At Columbus, we can help you strategically create the ideal experiences. One that can anticipate and exceed customer expectations. One that remains consistent throughout their customer journey. One that they’ll remember. We’ve been helping companies of different sizes and industries revamp their CX and boost engagement for over 30 years. And we’re ready to help yours.
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it all up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. To learn more, visit www.front.com.
Idomoo’s fully open Next Generation Video Platform combines data with video to deliver an unparalleled customer experience. Brands can easily create millions of personalised and interactive videos in up to 100x real time, leveraging AI and automation tools to speed the process. This 1:1 communication is proven effective, sparking 5x engagement and 8x conversions across industries. Clients include global leaders like Vodafone, Standard Life, Mercer, Ubisoft, Oracle and JPMorgan Chase.
Take your CX to new heights with Fullview. Halve support times and optimize customer interactions by guiding users live in your product with screen control. Our cutting-edge cobrowsing and screen-sharing technology is designed for effortless integration and ease of use, embedding directly into your product with just a few clicks. Fullview also seamlessly synchronizes with leading support platforms like Intercom and Zendesk, making it simple to initiate cobrowsing sessions from the systems you already use to engage with customers.
Unlike horizontal CRMs, DevRev takes a blank canvas approach to collaboration, AI, and analytics, enabling SaaS companies to increase product velocity and reduce customer churn. DevRev is used by thousands of companies in search of low latency analytics and customizable LLMs to thrive in this era of GenAI.
DevRev was founded in October 2020 and raised over $85 million in seed money from investors such as Khosla Ventures and Mayfield, making it the largest seed in the history of Silicon Valley. It is led by its co-founder and CEO, Dheeraj Pandey, who was previously the co-founder and CEO of Nutanix, and by Manoj Agarwal, DevRev's co-founder and former SVP of Engineering at Nutanix. DevRev is headquartered in Palo Alto, California, and has offices in seven global locations.
In 2024, DevRev was also recognized as one of America’s best startup employers by Forbes.
Because our AI is able to understand customer conversations, Deepdesk’s Agent Assist presents the contact center agent with the best possible answer to any customer query, as well as links to related content that may live in their internal knowledge bases, public facing FAQ’s, or any other resource they use. This leads to higher customer satisfaction scores and happier customers. Increased happiness also extends to the agents: a direct result of using Deepdesk has been an increase in agent happiness and retention.
VENUE DETAILS
The Brewery
52 Chiswell Street, London, EC1Y 4SD
How to get here
HOW TO GET HERE
Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.
Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.
Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.
– Take the Victoria Line Southbound towards Brixton on the London Underground
– Depart at London Victoria Station
– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will be on your left
– Take the London Underground, eastbound on the Piccadilly line
– Change at Hammersmith Station and take the District line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
– Take the Gatwick Express train to London Victoria Station
– From the station, take the exit by Platform 2
– Turn right and walk 100 metres
– Park Plaza Victoria London will be on your left
– Take the Stansted Express train to Liverpool Street Station
– Change to London Underground and take the Circle line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
Take the Northern Line towards Morden on the London Underground
Depart at Moorgate Station
Walk north on Moorgate/A501 for 7 minutes
Turn left on to Chiswell St
The Brewery will be on your left
Take the Heathrow Express to Paddington Station
Take the Elizabeth Line on the London Underground towards Abbey Wood
Depart at Liverpool Street Station
Walk West on Liverpool Street
Turn left onto Eldon St
Continue straight on South Pl, Ropemaker St and Moor Ln
Turn left onto Chiswell St
The Brewery will be on your left
Take the Thames Link towards Cambridge
Depart at London Bridge
Take the Northern Line on the London Underground towards High Barnet
Depart at Moorgate
Walk North on Moorgate/A501
Turn left onto Chiswell St
The Brewery will be on your left
Take the Stansted Express to Liverpool Street Station
Head South toward Liverpool St
Turn right onto Liverpool St
Turn right onto Broad St
Turn left onto Eldon St
Continue onto South Pl, Ropemaker St and Moor Ln
Turn left onto Chiswell St
The Brewery will be on your left
TICKET OPTIONS
Most Popular
Single Ticket
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Single Ticket
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Free Ticket Applicable for Senior Individuals Working in Customer Engagement
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Not Relevant to Suppliers/Vendors to the Industry
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3 Halls of Case Study Content
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Event Networking
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Interviews
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Panel Debates
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1-2-1 Meetings
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Focus Group
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Lunch Provided
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After-Event Drinks
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Registrations are subject to approval
Free
Supplier Ticket
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For Suppliers
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Networking and Commercial Opportunities
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3 Halls of Case Study Content
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Event Networking
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Interviews
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Panel Debates
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Lunch Provided
-
After-Event Drinks
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Registrations are subject to approval