Virtual Customer Engagement Summit

In the unbridled hunger for data it’s easy to forget that, as a brand, we focus on people. Therefore, it is not data, but emotions that should be central to the customer experience. We talk so much about technology in today’s world that we soon might forget about the human aspect. It’s not about data, but about what you do with it – so that, in the end, you can make a better connection with people and improve lives. Anyone who understands that will conquer the hearts of their customers forever.

When your business is built around supporting some of the world’s largest airlines, what happens when air travel grinds to a halt overnight? You need to adapt…and fast. 15below needed agility to build new content and messaging quickly in order to turn challenge into opportunity. In this session we’ll explain exactly how Acquia and Coherence helped them achieve just that.

When our home markets went into lockdown we saw what companies could really do (or not do) for customers when their businesses were on the line. The contrast in the pace of change and adaptation highlighted how far many of us were from actively meeting customer expectations before lockdown, and for many of us we risk losing momentum while customer expectations continue to change.

Here are a few thoughts on what we are doing at Deliveroo to ensure we stay ahead of the curve with our customers and maintain a pace of change that will allow us to maintain trust with customers through turbulent times.

The presentation focuses on the journey Kiwi.com took to scale customer support by employing virtual assistants in our product. It explains the challenges we faced and the methods we used when designing the flows as well as how they impact our customers and will also tell a little bit about what’s ahead for Kiwi.com in this area.

Moving closer to client centricity is not only about putting the client in the center, but also to continuously design around the client’s pain points brings longer term value to all parties. How did one bank respond to new client needs during a pandemic? See how Standard Chartered created Signature Actions to quickly address these new pain points in the time of need.

According to our Survey of European Retailers, 91% said their Customer Journey has changed as a result of COVID-19. Retailers have certainly shown their ability to adapt during the pandemic and in this session we will reveal the full results of our latest survey looking at the reshaped retail landscape.

Socially distancing, mandatory masks, and acceleration in cashless payments, join Hazel Morton to find out which came out top of the adaptions, which changes are here to stay, and how big a part does customer feedback play when crafting out this new retail journey?

Pride of Britain is a national televised awards event that celebrates and rewards the extraordinary actions of everyday people right across the UK. With “people helping people” being a key part of their strategy, TSB’s partnership with Pride of Britain has been at the heart of its marketing strategy for over 5 years and has played a key role in driving brand health and consideration. From dedicated content programmes, to broadcast amplification and dedicated comms progammes, learn why this partnership continues to deliver year after year. Find out more on how the partnership has worked and what key lessons have led to this success.

Artificial intelligence offers an unprecedented opportunity to reshape your contact centre and customer experience strategy. Join Jay Gupta, Senior Product Manager at Talkdesk who will share real-life examples of how to use AI and virtual agents to: better resolve customer queries faster, optimize and scale operations without increasing costs, deflect security and data sovereignty risks, and more.

Easier is overtaking better in driving purchase intent – a customer expectation that is driven by disruption through new competitors and services. This adapt or die reality and the challenges involved requires innovation through technology, but also a cultural change to bring it to life. This session will look at the relationship between step-changing technology deployment and culture, in the journey of modernizing the delivery experience.

Emotions don’t just matter in customer experience – they are customer experience. A study by HBR showed that 74% of customers with positive emotions will advocate and 63% will be retained, whereas only 8% of customers with negative emotions will advocate, and only 13% will be retained. It does, therefore, literally pay to have emotionally connected customers – Customers who have positive emotional connections will come back time and again, be more loyal, spend more and are more likely to spread the word about your company on social media, review sites and more. Join Gregg Widdowson, Director, Sales Engineering EMEA at NICE inContact as he discusses: • How digital customer service has influenced customer expectations • The importance of emotion in Customer Experience and how to inspire positive emotions • Case Study: How a leading online retailer boosted agent productivity and dramatically improved CX

Two facts. COVID has changed the world and digital transformation hasn’t worked. Not a great combination given the new importance of the digital world in 2021. What should we do? The answer lies in the fusion between digital, behavioral science, and defining what really drives value for you. In this presentation, Colin Shaw, who has been recognized by LinkedIn as being one of the worlds top 150 business influencers will share with you his insights and tell you what you need to do. This is not to be missed!

Customer expectations, needs and behaviours are changing faster than ever before, accelerated by the pandemic. Prior to COVID, digital interactions were already establishing a foothold as an alternative to voice. However, since the pandemic there has been a surge in the use of digital. This was in part down to increases in customer demand but also constraints on offline availability as physical premises closed and contact centres migrated advisors to work remotely .Join this session to learn the very latest about what your customers want and do, with advice on how contact centres should respond. The research, conducted by the CCMA and supported by Odigo, uncovered five discoveries for contact centre leaders. Join us live to learn more and to receive the full research report

As a leader in customer experience firstdirect has always had customers at the heart of it business. Understanding these needs and pivoting quickly to address these has become even more critical in our fast changing current environment.

Alison will share the outcome of recent research on money wellness and how COVID has affected all of our views on money; how customer demand has changed across a whole range of customer groups (or not) and how firstdirect are addressing these challenges at pace.

– How the new digital landscape and changing customer expectations have affected businesses over the last 10 years
– Understand the challenges organizations face in today’s world in building a customer-centric digital strategy
– Leveraging digital means to deliver a personalized, premier customer experience and build persistent customer relationships
– The benefits of embracing digital channels for increasing customer engagement, revenue, and loyalty
– Redefining brand value and reputation through digital presence

Case study of the 3 season journey The FA has been on to remove paper based administration from grassroots football, leading to the development of a digitised end to end customer journey for those administrating, officiating and playing the game. This presentation will highlight how The FA used insight and analytics throughout the ideation, development and deployment stages of it MatchDay app and how this has had a game changing impact on and off the field.

See how data, technology and empathy can manage the customer experience. TMAC demonstrates real-life examples of next best action, speech analytics and data-led team coaching working in tandem to drive revenue and create positive experiences for customers and agents alike.

The challenges of ever changing privacy requirements from regulators and platforms make first party data more important than ever. See how hayu use first party data to enhance the video on demand experience for reality TV fans.

How do we engage and stay relevant with customers in today’s world? Discover new ways of working to facilitate agility and customer thinking. As well as understand how new emerging technologies, regulations and new sources of value are transforming the customer experience.

Customer mindset has evolved rapidly during the pandemic and the successful brands are the ones who have adapted their approach accordingly. This year we witnessed an undeniable shift towards shopping online, alongside strengthened consumer consideration to brand values and affinity with brand purpose. During our session, we will assess how agility, a focus on emotional connection, and a connected omnichannel strategy can support long term customer trust and loyalty.

When going from a long questionnaire to a shorter with 5-star rating I realized that many stakeholders were frustrated. The frustration was related to “What do we need to improve to perform better?”. My idea to help out was to find a better way to analyse and present texts from customers. In Swedish. One important learning is the valuable combination of linguistics and high tech. Once again in local language.

Excellent customer service matters because it delivers better financial results, helps improve productivity and builds trust. In fact, research shows that organisations with high customer satisfaction also have high levels of trust, reputation and loyalty. Institute of Customer Service’s CEO, Jo Causon, will be taking us through the crucial role customer service plays in building trust and the ROI of service excellence. She will demonstrate the correlation between levels of customer satisfaction, productivity, customer loyalty/trust and profitability. Jo will also highlight the link between employee engagement, customer service strategies and organisational performance. It is proven that engaged employees are more likely to apply discretionary effort, generate business improvement ideas, deliver consistent performance and create memorable customer experiences. This session is ideal for C-suite executives looking to reach higher levels of customer satisfaction and improve their business performance. To find out more about Jo and The Institute of Customer Service, please go to www.instituteofcustomerservice.com

What is CCM (Customer Communications Management) and how can it help improve customer engagement, right across your broad customer base? What effect has digital transformation had on these communications and the resulting customer experiences? How does this influence the overall customer journey? Discover how British Gas have leveraged Customer Journey Mapping and Customer Communications to fully “re-imagine” their business and be truly customer-obsessed. Quadient’s Darren Collins, and guest speaker, Adam Firbank from British Gas will share the challenges that British Gas have faced in a very competitive industry, what they have achieved and some key lessons learned. Valuable insight for all; irrespective of your industry.

A modern football stadium is actually several businesses in one: football matches, yes, but add to that retail, hospitality, catering, transportation, conference & banqueting, leisure activities, and NFL (with their own separate retractable pitch). With the new Tottenham Hotspur stadium, the vision was to design and deliver “6-star digitally enhanced customer experiences”; a seamless integration of these businesses, including delivering branded experience through our employees and partners, with over 62,000 customers attending live and many millions more engaging digitally. Our mission: • To create a place that delivers more than just sport – creating world class experiences through people • To create the most digitally advanced stadium in the world • To develop a vibrant customer-centric culture to operate the new stadium experiences Part of our vision included a social vision. We also wanted to attract, develop, and retain great people, with a focus on the area of Tottenham. Our focus is to recruit people who have the values, attitudes and skills (SPURS WAY) necessary to do the job regardless of experience. “We can teach a qualification, we cannot teach people to be respectful” Achieving these outcomes required a comprehensive customer and employee engagement strategy. This requires a comprehensive customer and employee engagement strategy. In this keynote, Mathijs Leenhouts, Venue – Culture, Service and Performance Manager, and Nicholas Brice, CEO of Soul Corporations (‘The Business Soulman’) will talk about some of the key steps taken in delivering this vision.”

Already this year, many CX leaders across all industries have achieved things they would never have thought possible – including meeting sudden, unprecedented customer demand for digital engagement. This has meant increased pressure on implementing a on customer-centric transformation, redesigning digital journeys, and rapidly embracing new processes and technologies.

Unfortunately, in an attempt to respond to this new normal, many organisations are making the mistake of treating customers like components pushing them through siloed channels, depriving them of the opportunity of delivering an excellent customer experience across their digital platforms making it easier for their customers to engage. The current climate has underscored the need for more Intelligent Engagement where channels are not prisons, security is invisible, agents can be trusted advisors and simplicity creates loyalty.

The session will debate the most important strategies and trends—from deeper personalisation, to savvier call deflection, to digital engagement on messaging channels and explore how brands can nurture their newfound agility

– Customer centricity is not just a buzzword, but the leading principle of all our product innovations and communications. Our ultimate goal is make our customers feel more, do more and be more. – Before Covid caused even the very last business rethink customer engagement strategies, we already identified a strong shift to digital o We announced the closures of our owned stores before Covid o We shifted focus to digital and started to strongly optimize CX, from our back-end infrastructure, media to e-commerce. – But with that came a few challenges o How to be close to the consumer without a physical representation o How to communicate purely on a digital basis o How to generate trial – which is key to experience our premium quality sound across our product range – I will present how we started on the journey to improve CX and demonstrate a few selected tools that we have incorporated and are testing today o A few key results will be shared

Co-op launched its first new business, Co-op Health, in 14 years in July 2019. This is the story of building a new business, and the challenge of disrupting a traditional market where customers and patients are cautious about new innovations. In the vanguard of the digital pharmacy revolution Co-op Health have grown by 500% during 2020 and burst into the top 30 pharmacies in the country within 18 months. Learn how establishing trust and providing transparency has been the key to this phenomenal growth as the country grappled with the impact of a global pandemic.

In today’s world, engaging with customers and meeting them where they are is more critical than ever. This is why, at every stage of the customer journey–whether it’s acquisition, registration, verification, support or retention–Sean Whitley, Vice President of Sales, Americas, at Mitto, reinforces the value of A2P messaging. In his presentation, Sean will dive in to how now, more than ever, connecting with consumers via their mobile device is the way to stay ahead and stay top-of-mind. He will amplify this message to attendees by sharing a case study around how Mitto helped inDriver improve their customer communications and grow their users. Join in to learn more about the unmistakable customer experience benefits that come along with integrating A2P messaging into your customer journey

Virgin Money is on a mission to challenge the status quo in UK banking. Offering a full suite of personal and business banking products to over 6 million customers across the UK, through a variety of channels including branch, contact centre and digital services. The organisation is in the midst of launching a rebranded Virgin Money following the integration with Clydesdale Bank and Yorkshire Bank. Now the UK’s 6th largest bank, Virgin Money is uniquely placed to take advantage of a combined 180+years of experience with the entrepreneurial spirit of the Virgin brand, to bring our purpose of “Making you happier about money” to life. With emotion central to our purpose and behaviours, Virgin Money have developed a new CX Metric (The Smile Score) to understand its power in the experiences of customers. The short presentation will share the key lessons and learnings implementing the Smile Score and the benefits of being hooked on understanding customer feelings!

Karan Bilimoria is the founder of Cobra Beer, Chairman of the Cobra Beer Partnership Limited, a Joint Venture with Molson Coors, and Chairman of Molson Coors Cobra India. In the Monde Selection, one of the most prestigious quality awards in the world for beer, the Cobra range have collectively been awarded a total of 121 Gold and Grand Gold medals since 2001, making it one of the most awarded beers in the world. In June 2020, he was appointed President of the Confederation of British Industry (CBI). In September 2020, he was appointed as a Visiting Fellow at the University of Oxford based at the Centre for Corporate Reputation.