Events: Customer Engagement Summit
Customer Engagement Summit 2020 – Revised Date: Monday 7th December, Riverbank Park Plaza, London
Europe’s most prestigious customer experience event provides a unique experience
Covid-19 Event Update:
Our Live Events are at the core of our business and we deeply value the support of all those involved and have done over the last decade since when we began. As the situation has evolved we have listened to the concerns, from all our stakeholders. The wellbeing of our delegates, speakers, sponsors, partners and staff is of the utmost importance.
We have therefore made the very difficult decision to postpone the Customer Engagement Summit to Monday 7th December. Rest assured the moves ensures this UK leading fast growth business event will be better than ever. We would all like to thank you for your committed and continued support, and look forward to welcoming you on Monday 7th December.
Welcome to the industry’s largest customer engagement event, where you’ll join 800+ peers as you witness 70+ speakers from world-class brands presenting a realm of case study content relating to the latest innovations in the CX world, helping you to go back to the office armed with an array of new, exciting strategies to delight your customers.
Customer engagement is the key to exceeding your customers’ expectations – let us take you on your journey to success with exclusive content that will demonstrate how you can become more accurate, dependable and provide the service that your customers’ expect in this ever-more digital world of engagement.
For access to 3 halls covering 15 topic streams relating to the most cutting-edge topics in the industry, make sure you don’t miss out on the 2020 Customer Engagement Summit, confirmed to take place on the Monday 7th December.
Three Seminar Halls
Round Table Sessions
15 Topic Streams
800+ Delegates
Networking Party
70+ Presentations
Download the FREE Preview Guide
Download the preview guide to find out who’s speaking, ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill the details below to receive the preview guide.
2020 Topic Streams
2019 Hall Chairs
2019 Speakers
Louise Oliver
Anglian Water Project Manager & Customer Experience Business Lead Click to read more...
Afeef Hussain
LUX* Maldives Resorts and Hotels Regional Director of Training, Development and Quality Assurance Click to read more...
Susan Stockwell
The Hyde Group Group Director of Customer Services and Operations Click to read more...
Angel Lozano
TASIS The American School in England Director Of Institutional Advancement Click to read more...
Luke Adebiyi
Capital International Group Client Engagement Lead, Business Development Click to read more...
Interested in becoming a speaker?
What our Delegates Think
“
I can't commend you enough on the quality of speakers. Excellent as ever. Great venue which is central and easy to get to ”
Marks & Spencers
“
Easy to register and check in. Very well organised and chaired. Food spot on. Great real world case studies ”
HSBC Plc
“
A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation ”
VistaJet
“
The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology ”
Canada Life Ltd
“
Thanks to the conference, I felt more confident and encouraged after the day about implementing customer strategy into my work ”
Serco
2019 Customer Engagement Summit Highlights Video
2019 Delegates Included
● Ability Matters Group ● Affinity Water ● Air France ● American Golf ● Arnold Clark ● Arsenal ● Auto Trader ● AXA ● BGL Group ● Barclays ● BBC Studios ● British Heart Foundation ● BT ● BUPA ● CANON ● Checkatrade ● Chelsea FC ● CitySprint ● Direct Line ● Doctify ● Dominos ● Dragonfish UK ● EE ● Etihad Airways ● Eve ● Experian ● Explore Learning ● Fidelity International ● Ford ● Foxtons ● Fuller’s ● Google ● Great Western Railway ● Gartner ● H&M ● Hermes ● Hertz ● Hugo Boss ● ING ● John Lewis ● Just Eat ● Kent Fire and Rescue Service ● Kings Place Music Foundation ● Ladbrokes Coral ● Leon ● Lloyds Banking Group ● LV ● Marks and Spencer ● Mars Wrigley Confectionery ●McDonalds ● Metro Bank ● Monsoon Accessorize ● Morgan Sindall ● National Express ● National Grid ● News UK ● Oliver Bonas ● OneSource ● P&O Ferries ● Photobox ● Plusnet PLC ● Pret ● RHS ● RSA ● RBS ● Sainsburys ● Save the Children ● SCS ● Secret Escapes ● Serco ● Shell ● Southeastern Railway ● Tate Britain & Tate Modern ● TCS ● Telegraph ● Tesco ● The Body Shop ● Three ● Toyota ● TUI UK ● Urban Massage ● VideoSmart ● Virgin Media ● VistaJet ● Vitality Health ● Vodafone ● Volkswagen Group UK ● Waitrose ● Yorkshire Water ● Zurich Insurance
2019 Customer Engagement Summit photo gallery
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2019 Sponsors
Dot Digital
A business strategy to deliver on our ambitions
dotdigital Group plc is a leading provider of email marketing and omnichannel SaaS technology to empower digital marketing professionals. Our marketing automation platform is used by over 70,000 marketers in 156 countries worldwide, empowering global marketers to achieve outstanding results with superior tools and services.
Digital excellence has always been at the core of our business. Founded in 1999 as a web design agency, dotdigital has developed a globally compelling product suite. Our commitment to platform innovation and international growth makes it easy for serious marketers to start small, and scale quickly.
Yakara
Yakara is a leading technology company specialising in automating customer engagement. Our customers see significant cost reductions and faster payment collection with our easy-to-use cloud services, across a range of industry sectors including utilities, retail, healthcare, finance and public sector. We support agent-assisted and fully automated business processes, offering advanced payment options including collection cycle campaigns, deferred payments, settlements and plans. Our technology platform is scalable with global reach, supporting multi-media messaging to smartphones and landlines, with omni-channel voice, text, web and mobile transaction handling. We are committed to delivering on standards, maintaining our hosted services in ISO297001 environments, and we are PCI DSS certified.
Noble Systems
Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Engagement and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and omnichannel contact processing, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud and innovative premise/cloud hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, interaction analytics, robotic process automation, decisioning, workforce management and gamification. With a portfolio of 200 patents and growing, Noble leads the way in pioneering solutions for the contact centre market. Contact: Sian Ciabattoni, Marketing Director T: 0796738494 E: sciabattoni@noblesystems.com W: www.noblesystems.com
SignSolutions
Visit Company Website Sign Solutions are specialist providers of communication support for Deaf people across the UK and as British Sign Language is the first of preferred language of over 151,000 people in the UK, it is important that Deaf customers can communicate with the many call centres across the UK, to ensure equal access to products, services and support and therefore an enhanced customer experience. This is where Sign Solutions steps in, enabling instant communication for Deaf customers via their 24/7/365 Interpreterslive! video interpreting service. Easily accessed via a link on your website, it launches a live video call to a British Sign Language Interpreter, who makes an onward call to the call centre. Fully secure, PCI compliant and all your agents do is answer the call as they normally would! In turn it increases your website accessibility rating , see how others clients have simplified their customer engagement channels. W: https://www.interpreterslive.co.uk/Live!customers/
Giosg
Visit Company Website Giosg offers digital tools for diverse, personalised and creative ways for businesses to interact with their online visitors and customers. By combining data, AI technology and human engagement, we help our customers create meaningful interactions, serve more efficiently, and grow their business. Improve the efficiency of your customer service with the help of our AI-powered live chat and automate parts of your CX with interactive chatbots. Our software is easy to use and can be integrated into your existing CRM or contact centre system. Integrations with messenger apps such as Facebook Messenger and WhatsApp enable you to serve your customers across multiple channels seamlessly from a single giosg interface. Furthermore, our unique overflow feature makes redirecting chats to available agents across different teams or networks possible. Want to learn about how your business could benefit from giosg? Book a meeting or chat with us on giosg.com!
Davies Hickman
Why choose Davies Hickman Partners? We are a forward-edge insights consultancy using innovative research and analytical tools to support successful business strategies. Customer research- Innovative research using AI and machine learning, online surveys, social media and BE ensures the most effective data collection to support business decision-making.
- As MBAs, Economists and Statisticians we understand data analytics and use SPSS, R, Q, and Python to generate business-critical insights from research and big data.
- Since 2007, we have been innovating and supporting successful business strategies in B2C and B2B for new propositions, marketing, sales and customer experience delivery.
- We train managers and frontline teams to deliver the best customer experiences.
Dragonfish
Dragonfish is an award-winning culture consultancy, partnering with ambitious leaders to transform business performance through culture alignment, culture change and enhanced employee experiences.
About us
Our team is a powerful and unique mix of consultants. HR directors, insight specialists, commercial marketers and customer strategy experts with an impressive track record of transformation and change management, building stronger connections between people, brands and customers to unlock potential and growth.
We’re on a mission to make culture change more authentic, tangible and commercial for leaders wanting to understand the links between culture and performance in their organisation. Our approach has delivered outstanding results for brands such as Cunard, National Trust, Cloudreach, Fitness First, O2, Ann Summers, Avon and many more.
Exponea
We Are An Experience Cloud But With The “Exponea Effect”
Discover Experience Cloud - Exponea is a customer experience and customer data platform that not only boosts e‑commerce growth with AI powered engagement automation, but also helps improve our clients’ culture with better cross‑department collaboration and customer centricity. Increase Loyalty with Automated Campaigns
E: info@exponea.com
Messenger People
We are the Messenger Communication Experts! Our innovative platform and grounded expertise allow businesses to offer professional customer service through messaging. MessengerPeople is one of the pioneering companies in professional messenger services and is currently the leading Software-as-a-Service provider for messenger communication. With our products you can easily and securely use the most popular global messaging apps: WhatsApp, Facebook Messenger, Apple Business Chat, Telegram and Viber. We are a young Munich company, founded by Franz Buchenberger and Maximilian Tietz in 2015 as WhatsBroadcast GmbH. In mid-2018 we rebranded to MessengerPeople and currently have 65 employees from 12 countries. 1,800 companies, cities and communities, associations, institutions, political parties and influences from over 60 countries already use the MessengerPeople solution.
T: +49 89 416173-140 E: sales@messengerpeople.com
Critizr
Critizr is Europe’s leading customer feedback platform. Founded in France in 2012, the Critizr platform is today used in 25 countries by more than 80 of Europe’s biggest companies. It is transforming the way these businesses listen to and understand their customers, empowering their staff to take action and deliver a great customer experience every day.
Contact: Douglas Mancini, Vice President Sales EMEA T: 0203 911 7558 E: douglas.mancini@critizr.com W: https://business.critizr.com/en
Equiniti
Transforming Customer Management and Remediation Solutions
Equiniti delivers intelligent customer management and remediation solutions to the UK's leading customer facing organisations. We create end-to-end customer journeys that deliver seamless experiences, and unite previously separate silos within enterprise organisations worldwide. We enable our clients to optimise their customer service functions using both technical case management and workflow solutions as well as specialist resourcing capabilities. Our solutions solve operational and customer engagement challenges for a wide variety of regulated businesses and the flexibility of our solution lends itself to multiple practical applications. We work with our clients to help them to review, update, and unify multiple legacy processes and systems across the entire organisation to give businesses complete operational oversight of all their customer engagement touch points. As a strategic partner, we provide the people, processes and technology to help you manage wide ranging customer contact programmes and reduce costs for our customers by up to 50%. https://equiniti.com/uk/services/eq-digital/customer-complaints-management/ Contact: George Xenoudakis T: 0118 951 3971 E: george.xenoudakis@equiniti.com W: www.equiniti.com
Odigo
Odigo, a Capgemini brand formerly known as Prosodie-Capgemini, helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Its cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for its customers and a satisfying, engaging experience for service agents. Odigo serves more than 400,000 agents and business users globally. With a 25-year history of industry firsts, Odigo has more than 200 clients around the world. Visit us at www.odigo.com/en-gb/ or contact us at www.odigo.com/en-gb/contact-us/
X20media
Empowering digital visual communications - Communicating successfully has many rewards: driving engagement, clearly conveying corporate objectives, sharing vital business information with team members. Effective communications is the essence of any business. It allows stakeholders to be decisive. It speeds up processes. It helps create a more aware and attuned workplace. X2O Media empowers organizations to be successful communicators with tools that allow anyone to create media rich, highly visual content channels that leverage real-time data. With a long and proficient history in visual storytelling, X2O understands that great communications inspires, motivates and drives business opportunities. From digital signage, mobile and desktop apps for internal communications, to dashboards, gamification, wayfinding and collaboration environments, X2O Media provide our clients with full end to end solutions that drive employee engagement and productivity.
Contact: Rob Brinklow, X2o Media Europe T: +44 7751 063225 E: rbrinklow@x2omedia.com
Talkdesk
Talkdesk Enterprise Cloud Contact Centre empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including Discovery Education and Peloton, rely on Talkdesk to power their customer interactions.
Contact: Chris Palmer, Senior Marketing Manager, W: www.talkdesk.com
Freshworks
Freshworks provides customer engagement software to businesses of all sizes, making it easy for customer support, sales and marketing professionals to communicate more effectively with customers and deliver moments of wow. Freshworks offers a full suite of SaaS (Software as a Service) products that create compelling customer experiences and lets businesses share a 360 degree view of relevant customer information internally.
Contact: W: www.freshworks.com
Genesys
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: W: www.genesys.com/uk
Bosch
We transform your customers into genuine fans. End customers expect to be dealt with promptly and in the easiest way possible, no matter which channel they use to make contact with your company. As a leading global supplier of Business Process Outsourcing, we support you in the CX Transformation and CX Delivery processes by combining innovative concepts, tools and technologies. With our tailored and perfectly integrated solutions, we provide unique and positive brand experiences to your customers, helping you to build lasting relationships with them.
Bosch Service Solutions: Intelligent, engaging, transformative.
Contact: Jacqueline Chapman T: 0344 892 0115 W: www.boschservicesolutions.com/en
Confirmit
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.
Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.
Contact:
T: +44 (0)20 3053 9333
Blue Sky
Using our deep understanding of how people work, we help businesses to tell clearer stories, make stronger connections and have braver conversations – leading to a range of exceptional outcomes -from improved sales and service, to better employee engagement, to large scale transformation projects. We create experiences that engage hearts and minds and persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation. We rigidly track and measure the return on investment for every client programme, so we can say we will deliver an average ROI of around 300% +.
Contact: T: 01483 739 400 W: www.blue-sky.co.uk
Rant and Rave
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. Rant & Rave are also the only UK customer experience vendor to be ISO 27001 certified, the international standard that describes best practice for an Information Security Management System.
T: +44(0) 2476 011 911 W: www.rantandrave.com
Kantar
Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, Kantar’s 30,000 people help the world’s leading organisations succeed and grow. Contact: W: www.kantar.com
Eptica
Eptica is a leading European tech company specialising in intelligent platforms for digital customer experience, providing conversational and collaborative solutions powered by AI. Brands and organisations across all industries rely on our solutions on all digital channels, including self-service & knowledge base, email, chat and social media.
We are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving not only excellent customer experience and deeper insight but also creating value across all operations.
Capita
Capita manages over 100m customer conversations every year for Clients like O2, Npower, John Lewis, FSCS and the BBC. Capita transforms customer engagement to deliver market leading client satisfaction, increased product and services sales while simultaneously driving down operational costs. With over 40 years’ experience of customer management we are ranked No1 in the UK and have received 17 awards in the last 4 years alone
Contact:
Moritz Dinger E: moritz.dinger@capita.co.uk T: 07813 949645 W: https://www.capita.com/transformation
Why become a Sponsor?
Watch our short video here to see why our current partners continue to benefit from sponsoring our events.
For more information or to discuss becoming a sponsor, please contact our sponsorship team on:
Who is Attending?
- Customer Service
- Customer Experience
- Customer Insight
- Customer Strategy
- Digital Customer Experience
- Customer Loyalty
- Contact Centre
- Social Media
- CRM
- Marketing
- Direct Marketing
- Digital Marketing Specialists
- Operational
We are pleased to advise that this course is fully CPD accredited
Interested in Sponsoring? Download the Sponsorship Media Pack
Download the media preview guide to find out about the various sponsorship packages available. Engage with our senior audiences responsible for customer and employee engagement strategies. Fill the details below to receive the media information.
Interested in Attending? Download the FREE Preview Guide
Download the preview guide to find out who’s speaking, ‘convince your boss to attend’ letter template, decide which streams to attend and more. Fill the details below to receive the preview guide.
Register Your Place
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
Date: 7th December
Bronze
2 Tickets- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY
£995
+Vat
Date: 7th December
Silver
5 Tickets- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY
£1995
+Vat
Date: 7th December
Annual
Festival PassAnnual 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
Date: 7th December
Supplier
1 Ticket- Industry/Service Provider
- Lunch & refreshments
- Drinks & networking
- Presentation slides
- Access to video library
ONLY
£1495
+Vat
Date: 7th December
Location
Mon 7 December 2020 – Riverbank Park Plaza, 200 Westminster Bridge Rd, London SE1 7UT
DIRECTIONS:
With an enviable location on the South Bank of the River Thames, Park Plaza London Riverbank welcomes travellers from near and far to Central London. If you’re on a business trip you can take full advantage of our state-of-the-art business centre, while those travelling for leisure enjoy our closeness to Big Ben, the London Eye and other unmissable attractions.
From King’s Cross & St. Pancras International Railway Stations (approx 35 mins)*
• Travel Southbound on the Victoria line
• Depart at Vauxhall via exit number 3
• Walk east along Albert Embankment
• Park Plaza London Riverbank will be on your right
From London Heathrow Airport (APPROX 90 MINS)
• Take the London Underground eastbound on the Piccadilly line
• Change at Green Park Station for the southbound Victoria line towards Brixton
• Get off at Vauxhall via exit number 3
• Walk east along Albert Embankment
• Park Plaza London Riverbank will be on your right
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