Events: Customer Engagement Summit
Virtual Customer Engagement Summit
Europe’s Largest Customer Engagement Event is back for the 10th Year
We’re living in the most transformational period than many of us will ever experience, where the voice of the customer and the experiential aspect of CX is more important than ever. The industry’s largest event promises three jam-packed days of diverse content covering all aspects of customer engagement. Explore the role of human experience and technology as CX becomes increasingly driven by holistic, predictive and precise data solutions, and examining how data and analytics are integral to the CX programmes of the future.
Hear from 40+ top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement. We’ll be broadcasting exclusive content live from our newsroom style studio to a virtual audience of over 1,000 peers. Registration to the live event is free, with all case study content available post-event on our pay-per-view VOD platform.
Join us to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement.
LIVE UPDATE: With the world relying more than ever on technology and remote communications, our live events have pivoted to virtual and hybrid models. Our online digital audiences are growing at a rapid rate, attracting substantial traffic and unique visitors each month and making them indispensable resources of information within the industry.
3 Day Event
Virtual Roundtables
Interactive Sessions
Live Studio Event
1-2-1 Meetings
40+ Case Studies
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.
2020 Topic Streams
Live Studio Chairs
2020 Speakers
Anand Roy
The Walt Disney Company Regional Director, Music & Live Entertainment Click to read more...
Stanford Swinton
Deliveroo Vice President of Global Care and Customer Experience 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...
Deborah Prince
NHS Property Services Director of Customer Services, Marketing and Communications Click to read more...
Mathijs Leenhouts
Tottenham Hotspur FC Venue - Culture, Service & Performance Manager Click to read more...
Seb Reeve
Nuance Communications Director of International Go-To-Market, Intelligent Engagement Click to read more...
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
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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
2020 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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2021 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
ICUC
ICUC is on mission to remind the world there are humans behind brands. We provide safety, connection, and understanding by way of social media community management and digital customer service 24/7, 365-days a year. As a global, scalable, data-informed organization, our services ensure customer questions and feedback is always monitored and answered.
Snipp
Snipp is a global marketing and loyalty technology solutions company that brings together a modular SaaS technology suite with best-in-class marketing expertise to enable our clients to increase sales, retain customers and build proprietary data sets that enable intelligent decision making.
Our modular CUSTOMER ACQUISITION RETENTION & ENGAGEMENT platform enables brands to implement omni-channel, device agnostic programs that are ROI-driven and data-rich. Our engines capture unique zero party data in real time that learns behaviours, recognizes patterns and builds a single unified customer view, driving personalization and brand loyalty.
Our suite of technology solutions are designed to engage customers across the entire path to purchase in-store, at home and on-line. Clients can run one-off promotions to evergreen loyalty programs to meet objectives at a brand, shopper, category and portfolio level - customizable by region, language, channel, retailer and more. Solutions include instant-wins, gift-with-purchase, buy-X-get-Y, rewards programs, sweepstakes, rebates, gamification and ongoing loyalty programs.
For over a decade, we have worked with the world’s leading organizations in both B2C and B2B spaces, across industry verticals including consumer packaged goods, retail, pharma, utility, home and outdoor, alcohol, tobacco, lifestyle and more.
Mavenoid
Here at Mavenoid, we believe that customer service is the service. Customers now demand support on their own terms. They want expert help, around the clock, via any channel, without having to repeat themselves.
To meet these expectations, companies are using chatbots to create self-service experiences that are available anytime and everywhere. We think these chatbots need less chat, more troubleshooting.
That’s why we built Mavenoid. We’re helping companies automate technical support through virtual experts that actually work. It’s troubleshooting as a service.
We’re building the platform for making technology work. To put technical expertise at anyone’s fingertips. To repair more and replace less.
Working with some of the biggest brands in the world, today our platform is used to troubleshoot everything from robotic lawnmowers and digital cameras to trucks and cranes.
IBM Watson
IBM Watson Media provides a scalable, trusted and AI-driven video ecosystem designed to address today’s digital media challenges and power more engaging video experiences. From corporate communications to large scale video marketing, IBM Watson Media offers comprehensive solutions to execute complex video objectives for live or on-demand streaming. Our innovative AI-driven products and services have the power to reason, understand, and learn what’s inside a video — enabling content owners and service providers to optimize delivery across multiple platforms and devices, improve viewer engagement, increase accessibility and enhance video searchability.
Intercom
Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for Conversational Marketing, Conversational Customer Engagement and Conversational Support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic.
Momentive.ai
Momentive is an agile experience management company built for what’s next
We deliver intuitive, people-centric solutions that help industry leaders quickly and confidently make important decisions, take action, and achieve tangible results.
Our AI-powered platform is built with a purposeful balance of humanity and technology, weaving together over 20 years of experience with data derived from billions of real questions and responses. Today, we offer enterprise solutions for agile experience management and insights by our three product brands: Momentive, GetFeedback, and SurveyMonkey
Khoros
Khoros, formerly Spredfast + Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs, accelerating sales, loyalty, and innovation. With 2,000+ customers and 10 offices globally, Khoros powers approximately 500 million digital interactions every day. From social media to online communities and messaging to digital customer care, Khoros helps companies authentically connect with customers throughout their journey.
GetFeedback
GetFeedback is a powerful yet agile CX platform that empowers organizations to move at the speed of today’s customers. With GetFeedback, organizations can listen to customers across all channels, seamlessly connect feedback and customer data to uncover insights, and drive action across teams to improve the customer experience. Get up and running with GetFeedback in days, not months - without having to hire a team of consultants. Enable your team to focus less on technology and more on what matters most—your customers.
We’ve built GetFeedback to be both powerful and easy to use. We offer best practices, templates, and product guidance, so teams have the expertise and confidence to quickly launch and run their programs. We make it easy to automate action in the systems and tools your teams already use, including Salesforce, Jira, Slack, and more. Organizations can quickly close the loop and build stronger customer relationships.
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:
2020 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 CXone
NICE CXone is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE CXone combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE CXone’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE CXone is recognised as a market leader by the leading industry analyst firms.
About NICE 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 is the driving force behind the world’s most meaningful customer experiences, helping organisations deliver exceptional experiences by creating a nimble, effective, and unified customer communications infrastructure that spans the entire customer journey.
Specifically designed for highly regulated and customer centric industries, Quadient offers a range of leading solutions, including ‘Inspire’ Customer Communications Management (CCM), Customer Journey Mapping (CJM) and Customer Journey Orchestration (CJO), designed to help deliver a complete omnichannel customer experience. Quadient has recently been named an Overall Leader in the 2020 Aspire Leaderboard for customer communications management (CCM).
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: Hazel Morton, Head of Marketing T: 0203 911 7558 E: hazel.morton@critizr.com W: critizr.com
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
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
Mitto
Mitto is a leading provider of global, omnichannel communications solutions, supporting business growth with advanced customer engagement technology and messaging enablement. Offering easy-to-integrate SMS, Voice, and Chat App APIs, next-generation business messaging, and end-to-end phone number management, Mitto’s platform ensures the world’s largest brands and MNOs are ready for what’s next.
Lucidworks
Lucidworks offers the Connected Experience Cloud (CXC) that captures user signals from every user and applies them to omnichannel digital experiences everywhere. CXC combines the power of search and machine learning to personalize experiences that meet employees' and customers' unique intent. The world’s largest brands, including Lenovo, Morgan Stanley, Red Hat, and Reddit rely on Lucidworks’ suite of products to power product discovery, customer service, and knowledge management applications that delight customers and empower employees. Learn more at Lucidworks.com.
Usabilla
At Usabilla, we believe that by knowing exactly what customers value, companies can build thriving digital platforms that not only drive results but outlast change. We empower brands like KLM, Tommy Hilfiger, and Toyota to become truly customer-centric by improving digital experiences on websites, apps and emails. Through targeted surveys and embedded feedback options, enterprises acquire the ultimate solution to capture the voice of their customers, collect quantitative along with qualitative data, and turn insights into actions that drive success.
Our technology is designed in a way that encourages customers to share feedback at any point of the customer journey. By giving customers a voice, enterprises not only see what is happening through regular quantitative analytics, they also understand why. Strong integrations between Usabilla and existing systems give a full and actionable picture of the entire digital journey, while effortlessly combining different sources of data. As a result, companies are testing, measuring and optimizing continuously to improve the business impact of their customer experience programs.
T: +312 0261 6355 E: support@usabilla.com
Content Square
Contentsquare is the leading experience analytics platform empowering brands to deliver better digital experiences. We’re on a mission to give every team the ability to measure how their actions affect the user experience across website, mobile and app. Not just the analysts. Not just the IT team. Everyone. Armed with unique behavioural insights, an intuitive visual interface and a passion for democratising data, Contentsquare has given more than 700 enterprises a deeper understanding of customer behaviour online. Our platform features:
- Unique behavioural metrics show exactly which in-page elements are driving conversion, revenue and engagement.
- Comprehensive customer journey mapping reveals how visitors flow through your site — so you can compare ‘golden’ and broken journeys.
- Powerful session replay recreates individual sessions to validate your data-driven hypotheses.
- AI-powered alerts give you automatic insights and recommendations about the specific areas of your site.
- Intuitive data visualisation means your whole team can access the insight relevant to their role.
The Modular Analytics Company (TMAC)
The Modular Analytics Company (TMAC) is a rapidly expanding artificial intelligence and machine learning consultancy that helps people make better decisions faster. They deliver AI and ML solutions in customer engagement, customer service, coaching and marketing across a variety of sectors including retail, banking, financial services, media, retail and consultancy. The Modular Analytics Company was founded in 2018 to change the way data science is understood and applied. The philosophy of the company is to generate, accelerate and modulate results; they build, test, fail and learn fast to provide value faster than other bigger, more expensive players in the market. Find out more at www.tmac.ai/ces
Intercom
Intercom is a Conversational Relationship Platform (CRP) that helps businesses build better customer relationships through personalized, messenger-based experiences. It’s the only platform that delivers conversational experiences across the customer journey, with solutions for Conversational Marketing, Conversational Customer Engagement and Conversational Support. Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Atlassian, Sotheby’s and New Relic.
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
Ticket Options
Click a ticket type below to find out what’s included in our Customer Engagement Summit packages.
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