Events: Virtual Customer Engagement Summit
Virtual Customer Engagement Summit
Europe’s Largest CX Event with New LIVE Interactive Experience
Welcome to the industry’s largest customer engagement event. This year has moved to an exciting interactive virtual conference boasting three days of case study presentations where you’ll virtually join 800+ peers. You’ll also witness 40+ speakers from world-class brands presenting a realm of case study content relating to the latest innovations in the CX world, helping you to arm yourself 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.
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. The wellbeing of our delegates, speakers, sponsors, partners, and staff is of the utmost importance. We would all like to thank you for your committed and continued support and look forward to welcoming you to the 2020 Virtual Customer Engagement Summit, taking place on the 1st, 2nd and 3rd December.
3 Day Event
Virtual Roundtables
Interactive Sessions
800+ Delegates
1-2-1 Meetings
40+ Presentations
Welcome to Engage Customer TV
We’re excited to announce that this year’s Customer Engagement Summit will be broadcasted LIVE from our very own ‘Newsroom Style Studio’, complete with film crew, event host and set that makes you think you’re watching your favourite television show.
We believe in this new approach and feel it’s a refreshing alternative to pre-recorded webinars and ‘Zoom call’ events. All part of our obsession with creating the very best events and making them as engaging and informative as our traditional venue-based conferences.
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
Live Studio Chairs
2020 Speakers
Thomas Reby
Google Head of Product Support - EMEA/LatAm Platforms & Ecosystems Click to read more...
Millie Gillon
Standard Chartered Global Head of Client Experience, MD Retail Banking Click to read more...
David Sturdee
Pizza Hut UK & Europe/Yum! Brands Chief Operating Officer and Chief Customer Officer Click to read more...
Mark Carter
NBCUniversal Media, LLC Head of Customer Retention & Marketing Technology at hayu (SVOD) Click to read more...
Mathijs Leenhouts
Tottenham Hotspur FC Venue - Culture, Service & Performance Manager Click to read more...
Interested in becoming a speaker?
What our Delegates Think
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I can't commend you enough on the quality of speakers. Excellent to hear from world class brands all in one place
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Marks & Spencers
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Easy to register and access presentations. Very well organised and chaired. Great case studies focused on current affairs
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HSBC Plc
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A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation
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VistaJet
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The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology
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Canada Life Ltd
“
Thanks to the conference, I felt more confident and encouraged after the day about implementing customer strategy into my work
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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
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Event Sponsors
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
NICE inContact
NICE inContact is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE inContact’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE inContact is recognised as a market leader by the leading industry analyst firms.
About NICE inContact CXone
CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimisation, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability, and carrier-grade connectivity.
Contact: T: 1-866-965-7227
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/
Nuance
Reinventing how people connect with technology and each other. Nuance AI empowers organisations to unlock value and meaning in the millions of interactions that happen every day.
Quadient
Quadient helps companies deliver meaningful interactions with current and future customers. Quadient portfolio of technology enables organizations to create better experiences for their customers through timely, optimised, contextual, highly individualised, and accurate communications for all channels. Our solutions bring together and activate the entire organisation in the name of customer experience, through better collaboration and visibility into the customer journey. Quadient supports thousands of clients and partners worldwide in the financial services, insurance and service provider industries in their quest to achieve customer experience excellence via mobile, digital, social media and print technologies
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
Moxtra
We help businesses deliver client experiences for the digital age. Moxtra is headquartered in Cupertino, California, with offices in New York, London, Singapore, Sydney, and Bengaluru.
Moxtra began its journey with a fundamental quest: reimagining business collaboration in the age of mobility. Observing people using consumer services for business conversations, our founders were inspired to provide a solution built for business from the ground-up. This led to providing organizations with solutions to build and manage high touch digital channels to their customers, under their own brand, to address the needs of today's digital age.
W: https://moxtra.com/
Acquia
Acquia Digital Experience Platform
Acquia’s software and services were built around Drupal to give enterprise companies the ability to build, operate, and optimize websites, apps, and other digital experiences. Our products include: Acquia Cloud, Dev Studio, Site Studio, Edge CDN, Site Factory, Acquia Lightning, Cloud IDE, Acquia DAM, Personalization, Customer Data Platform, Campaign Studio, Campaign Factory, and several others for the developer experience. Get the most out of Drupal and future-proof your digital strategy.
Learn More
Viegli
Viegli is a business filled with expertise. We are experts in the three areas that encompass our portfolio; Contact Centres, Networking, and Hosted Telephony. We make you three simple promises: 1) Absolutely no hidden or "made up" charges. 2) No self-renewing contracts. 3) Instant access to subject experts.
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
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:
2019 Sponsors
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
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/
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
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
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
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
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
Freshworks
At Freshworks, we believe that traditional customer support and experience software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. We believe that your customer support agent, your organisation and most importantly your customer deserves better. This is why we provide customer-for-life software that’s modern, mobile and affordable, enabling you to deliver wow moments to customers all over the world. We’re not alone in our belief, with the Software Report naming Freshworks in the Top 100 Software Organisations of 2020.
What’s more, hot on the heels of being named as the only Visionary within the Gartner Magic Quadrant for CRM-CEC, our customer support product Freshdesk is continuing to enable digital transformation by providing a unified view of customer interactions across all channels. The Freshdesk Omnichannel product drives both agent productivity and an effortless customer experience for more than 30,000 customers around the world. Meet with us and find out why you should be making the switch to Freshworks today.
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
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.
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
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
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
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.
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/
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
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.
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.
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
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
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.
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.
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 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.
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