Events: Customer Engagement Summit
Customer Engagement Summit 2019 - Monday 11th and Tuesday 12th November
Attending Europe's largest customer experience event provides a unique experience
Customer Engagement is the connection between a brand and a customer. Therefore, it is vital in order for customers to buy more, promote more and demonstrate more loyalty. Providing a high level of customer service is an important factor in your customer engagement strategy.
The predominant theme of this year’s Summit will relate to trust, and how organisations that build solid relationships with their customers will hold competitive advantage against competition in a disruptive business environment.
By attending the Summit you will be joining over 1,200 delegates along with 120 speakers across four seminar halls and 28 topic streams. Our industry experts will be delving deeper into the most prominent trending topics to send you back to the office equipped to take your customer experiences to the next level.
Make sure you don’t miss out on the 2019 Customer Engagement Summit, confirmed to take place on the 11th and 12th November.
Four Seminar Halls
Round Table Sessions
28 Topic Streams
1200+ Delegates
Networking Party
120 Presentations
Download 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.
2019 Topic Streams
2019 Hall Chairs
2019 Speakers
Louise Oliver
Anglian Water Project Manager & Customer Experience Business Lead 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...
Oli Lewington
Cystic Fibrosis Trust Director of Marketing and Communications (Engagement) 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
2018 Customer Engagement Summit Highlights Video
2018 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
2018 Customer Engagement Summit photo gallery
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2019 Sponsors
Yakara
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 Launched as the first independent British Sign Language (BSL) Interpreting agency in 1998, Sign Solutions has established itself as Britain's leading provider of communication services for Deaf and Hard of Hearing people. Sign Solutions is a language and learning company, specialising in interpretation support for Deaf people, we provide BSL interpreting; face-to-face and via video, BSL translations, expert witness reports, BSL and CPD training and deaf awareness training via e-learning, 24/7/365 throughout the UK. T: 0121 447 9620 E: bookings@signsolutions.uk.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.
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 a real-time customer engagement and feedback management solution. We empower companies’ VoC programmes through cutting-edge collection, processing and analysis. Our solution enables millions of feedback interactions every month with any store manager in Europe. Critizr drives the customer experience transformation across the enterprise as we partner daily with local retail outlets through the organisation all the way up to the board room. Critizr, works with the largest French companies (Carrefour, Total, Flunch, Douglas …) and transforms customer relationship in source of differentiation and growth. Critizr, disrupting retail CX, putting humans first again.
Contact: Douglas Mancini, Vice President Sales EMEA T: 0203 911 7558 E: douglas.mancini@critizr.com W: critizr.com
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
Avaya
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. We enable the mission critical, real-time communication applications of the world’s most important operations. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Our professional planning, support and management services teams help optimize solutions for highly reliable and efficient deployments. Contact: T: 01483 308 000 W:www.avaya.com
Odigo
Odigo helps large organisations connect with individuals through world-class, cloud-based contact centre solutions. Our cutting-edge, proprietary technologies enable a seamless, efficient, omnichannel experience for your customers and a satisfying, engaging experience for your 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 350 clients around the world. Odigo is a Capgemini brand, which means we benefit from the scale and expertise of one of the world’s foremost providers of consulting, technology services and digital transformation. Contact: W: www.odigo.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
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.
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:
Appian
Appian provides a software development platform that combines intelligent automation and enterprise low-code development to rapidly deliver powerful business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk and compliance. Contact: T: +44 (0)20 3514 2838 E: info.uk@appian.com W:www.appian.com
InMoment
InMoment is a cloud based CX intelligence platform that helps businesses improve every customer experience by delivering insights and actions from feedback in real-time. See why Forrester named InMoment a leader in the Forrester Wave: Customer Feedback Management Platforms and why 450 leading brands across 95 countries choose InMoment - www.inmoment.com Contact: T: 0121 296 5245 E: info@inmoment.com W:www.inmoment.com
Hawk Incentives
View Company Website Hawk Incentives is part of Blackhawk Network Europe, helping companies to build, sustain and extend profitable relationships with employees and customers. We offer a wide choice of reward and incentive products, supported by easy-to-use platforms and APIs. And many of our salary sacrifice and lifestyle employee benefits are easy to implement, at low or no cost. Contact: T: 0207 419 8191 E: enquiries@bhnetwork.com W:www.hawkincentives.com
Inisoft
Inisoft is a dynamic and forward-thinking software provider, specialising in contact centre technology. Inisoft develops contact centre solutions which are sold globally and used by many leading brands. Our core products Syntelate and Syntelate XA were designed specifically with the agent in mind. Syntelate is our award-winning unified agent desktop used with Avaya POM. Syntelate XA is our omni-channel customer engagement suite that allows your agents to handle calls, emails, web chats, SMS messages, and social media interactions – all from the same easy-to-use interface. We’re backed by a number of partners across the globe which means that when you select us as your provider you’ll have cutting-edge technology at your fingertips. We are owned by the UK’s largest Independent Outsourcer, Kura (based in Glasgow) therefore our technology is designed specifically with the customer and agent experience in mind. Our unique proposition of combining great people with technology enables us to produce spectacular results for our clients. Contact: T: 0141 272 1105 E: info@inisoft.com W:www.inisoft.com
Bold 360
Simplifying how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all has helped LogMeIn grow to become one of the world’s top 10 SaaS companies with a leadership position in every one of our markets. With a platform that supports two million daily users, 200 million customer engagements and five billion voice minutes per year, we have not only capitalized on but helped invent the modern way of working – flexible, dispersed, mobile, efficient and productive. Our easy-to-use products are adopted by professionals and leveraged by small to medium-sized businesses the world over who are looking for increased insight into their customers’ journeys, simpler internal and external collaboration, and a more empowered workforce.
Contact: T: 0207 851 8490 W:www.bold360.com
PCI Pal
PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. We are the only true cloud provider able to deliver solutions globally. Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations. With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance. Contact: Tony Smith, Sales Director, EMEA E: info@pcipal.com W: www.pcipal.com
IFS
IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains. Make every customer your best customer, with intelligent, personalised service delivery and management.
Contact: Ros Lee, Marketing Manager, IFS Customer Engagement T: 01926 623 500 E: ros.lee@ifsworld.com W: www.ifsworld.com/CustomerEngagement
Diabolocom
Diabolocom offers an omnichannel augmented customer interaction management solution in the cloud for customer service and sales teams. Thanks to its fast-to-deploy, intuitive interface, and local business support, Diabolocom enables companies to offer superior customer experience and improve their operational efficiency.
Contact: Michael Savva E: michael.savva@diabolocom.com T: +44 7984 868 269 W: www.diabolocom.com
Conversocial
We help turn customer service into customer loyalty — by making it easy for customers to get help through social, mobile channels. Today’s consumers no longer require just resolution, but also meaningful conversations, on the most demanding digital channels. Conversocial applies the disciplines of contact center efficiency with the unique dynamics of social customer engagement. We continuously innovate to help our clients turn unstructured, chaotic signals into organized, meaningful channels. Contact: T: +44 (0) 20 7045 0970 E: socialfirst@conversocial.com W: www.conversocial.com
CX Company
CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, boost customer satisfaction and uplift conversion rate by leveraging chatbots, virtual assistants and in-app engagement. DigitalCX, CX Company’s customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers. With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.
T: +44 7770 888688 T: +44 7776 395578 W: www.cxcompany.com
Zoho
Software is our craft and our passion. At Zoho, we create beautiful software to solve business problems. We believe that software is the ultimate product of the mind and the hands, so our products are forged by craftsmen, rather than churned out by machines. But as much as we love building beautiful software, we think our people and company culture are our most important assets. Our engineers spend years mastering their craft, bringing together decades of engineering expertise to produce a real work of art. When you choose Zoho, you get more than just a single product or a tightly integrated suite. You get our commitment to continuous refinement and to improving your experience. And you get our relentless devotion to your satisfaction. Contact: T: 0203 564 7890 E: sales@zohocorp.com W:www.zoho.com
Verint
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.
Ttec
In the always on, omnichannel world in which we live designing, building and operating captivating experiences across every channel, every interaction, every day – that’s not so simple. We have built our business to strengthen the crucial relationship between brands and customers. Our integrated Humanify Customer Engagement as a Service offering combines talent and technology to help our clients unify the customer experience across the entire customer engagement value chain, delivering greater impact in terms of increased revenue, improved profitability, and deeper customer loyalty.
Contact: Neil Russell-Smith, Head of Marketing EMEA T: 07548 272050 E: neil.russell-smith@ttec.com W:www.ttec.com/emea
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
Interested in Sponsoring? Download 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
Agenda
- Day 1- Monday
- Day 2- Tuesday
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART ONE
CUSTOMER AND EMPLOYEE ENGAGEMENT PART ONE
11:00-11:20
The Southbank Centre Case Study
CUSTOMER AND EMPLOYEE ENGAGEMENT - PART ONE
11:20-11:40
Expert Speaker Case Study
ENGAGING WITH THE DIGITAL CUSTOMER - PART ONE
11:20-11:40
Expert Speaker Case Study
EVOLUTION OF VOE ACROSS THE ENTERPRISE
11:20-11:40
Expert Speaker Case Study
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX - PART ONE
ENGAGING WITH THE DIGITAL CUSTOMER - PART ONE
THE EVOLUTION OF SERVICE DESIGN - PART ONE
CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART ONE
THE EVOLUTION OF SERVICE DESIGN PART ONE
12:25-12:45
Expert Speaker Case Study
THE EVOLUTION OF SERVICE DESIGN - PART ONE
12:25-12:45
Expert Speaker Case Study
CX STRATEGIES FOR THE CUSTOMER JOURNEY PART ONE
12:25-12:45
Freshworks Case Study
COMBINING CX STRATEGY WITH CULTURE
THE EVOLUTION OF SERVICE DESIGN - PART ONE
EVOLUTION OF VOC ACROSS THE ENTERPRISE
ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE
INTERNAL COMMUNICATIONS - PART ONE
ENGAGEMENT IN FS AND THE PUBLIC SECTOR
INTERNAL COMMUNICATIONS - PART ONE
ENGAGEMENT IN FS AND THE PUBLIC SECTOR
INTERNAL COMMUNICATIONS - PART ONE
INNOVATIVE AND DISRUTPIVE STRAGEGIES IN CX PART TWO
ENGAGEMENT IN RETAIL AND MEDIA
ENGAGEMENT IN RETAIL AND MEDIA
MARKETING AND THE CX
ARTIFICIAL INTELLIGENCE AND ROBOTICS
INNOVATIVE AND DISRUTPIVE STRAGEGIES IN CX PART TWO
ENGAGEMENT IN RETAIL AND MEDIA
LINKING VOC AND VOE
THE EVOLUTION OF SERVICE DESIGN - PART TWO
CX STRATEGIES FOR THE CUSTOMER JOURNEY - PART TWO
THE EVOLUTION OF SERVICE DESIGN - PART TWO
WELLNESS AND DEVELOPMENT
17:00-17:20
Henshaws Case Study: How important are staff values in helping us improve lives for those people living with sight loss? How have we strategically embedded these values?
COMBINING CX STRATEGY WITH CULTURE
11:35-11:55
Capital International Group Case Study: Creating a Culture where both Customers and Colleagues feel as though their Voices are Heard and that they are Engaged through a Journey?
COMBINING CX STRATEGY WITH CULTURE
11:55-12:15
Panel discussion on CX strategy and culture: Exploring the links between Employee Experience and Customer Experience, a new Battleground for Competitive Advantage
INTERNAL COMMUNICATIONS PART TWO
CUSTOMER AND EMPLOYEE ENGAGEMENT PART TWO
CUSTOMER AND EMPLOYEE ENGAGEMENT - PART TWO
Interested in Attending? Download 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
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2 Tickets- End User Registration
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Date: 11th & 12th November
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ANNUAL SUBSCRIPTION:
Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.
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Supplier
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£1995
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Date: 11th & 12th November
Location
Mon 11 and Tues 12 November 2019 – Westminster Park Plaza, 200 Westminster Bridge Rd, London SE1 7UT
DIRECTIONS:
Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.
Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.
From King’s Cross & St. Pancras National Railway Station (approx 35 mins)*
• Travel Westbound on the Piccadilly Line
• Change at Green Park Station for the southbound Jubilee Line service
• Depart at Waterloo and exit via the South Bank
• Walk up York Road to the roundabout
From London Heathrow Airport (APPROX 90 MINS)
• Take the London Underground
• Take the Piccadilly Line towards Cockfosters Underground Station
• Change at Green Park Station for the southbound Jubilee Line service
• Depart at Westminster
• Walk Across Westminster Bridge, destination in front of you
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