Events: Customer Engagement Summit
Customer Engagement Summit 2019
Attending Europe's largest customer experience event provides a unique experience
With GDPR regulations changing the way that every organisation operates, as well as automation technologies becoming more frequently used than ever before, it’s understandable to be at a crossroads in terms of where to go next with your customer engagement strategies.
The first 2 day Customer Engagement Summit, held in November 2018, was a huge success, with delegates being able to enjoy more world class content than ever before.
Attending the Customer Engagement Summit provides a unique experience that can only be found at Europe’s largest event dedicated to customer and employee engagement professionals. With 120+ speakers across 4 seminar halls and 28 topic streams, our industry experts will be delving even deeper in 2019 into the hottest trending topics, allowing 1,200+ delegates to head back to the office equipped to take their customer experiences to the next level.
The overarching theme of this year’s case-study led Summit will relate to trust, and how organisations that build great relationships with their customers will sustain competitive advantage against even the toughest competition in a disruptive business environment.
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
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2019 Topic Streams
2018 Hall Chair Speaker
2018 Plenary Keynote Speakers
2018 Speakers
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
Exponia
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
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
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
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
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:
2018 Sponsors
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
Service Tick
ServiceTick is one of the leading suppliers of post-transaction customer feedback surveys in the UK. We support the customer experience programmes of many of the UK’s top brands through a mixture of IVR, email, SMS and online surveys. Our approach is based on three distinct phases: Listen – we create a ‘listening platform’ for each client that allows them to gather real-time, multi-channel, ‘Voice of the Customer’ feedback via channels that are most appropriate. This framework is mapped to the customer journey and organisational hierarchy of each client Understand – online, customisable reporting exposes insight relevant to different roles and responsibilities. Act – we recognise that our service is only as valuable as the business benefit it drives. Our online reporting and consultancy services are focused on delivering return on investment for each client through a reporting programme that highlights and prioritises actions required to improve process and performance. We deliver actionable insight for many of the UK’s leading financial companies including Lloyds Bank, esure, Ageas, AXA, and NFU Mutual. Contact: Kate Burton T: 01603 618326 E: kate.burton@servicetick.com W:www.servicetick.com
Riva CRM
Riva is the leader in CRM and email integration. Riva helps companies improve CRM adoption and satisfaction, drive sales productivity, and bridge integration gaps between CRM, Line-of-Business, and email systems. Since 2008, Riva has helped customers change how they integrate CRM data with their email systems. Contact: T: +49 8192 99733 25 E: emea@rivacrmintegration.com W:www.rivacrmintegration.com
Network Research
Network Research is a full service insights agency, specialising in improving the customer experience. For over 30 years we’ve been helping our clients build deeper, more profitable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development, customer acquisition and communications through to satisfaction, loyalty and retention. We use our in-house visualisation and technology teams to work with clients to produce creative and compelling ways to communicate insight stories for maximum impact. Contact: Richard Gaze T: 20 7680 5100 E: r_gaze@networkresearch.co.uk W:www.networkresearch.co.uk
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
Enboarder
We are Enboarder, a technology company that helps employers create relevant, engaging and personalised onboarding experiences for all new hires. We believe that onboarding needs to be much more than simply form completion, task management and compliance, and we’ve built a tool that is helping to change onboarding for good. We empower HR to create and deliver super engaging, mobile ready content for new hires, whilst virtually coaching their hiring managers through the onboarding process. Since 2016 we have grown from a small Sydney based company to a global organisation with offices in Sydney, London and Austin, Texas. We are very proud to be supporting some world leading employers including McDonalds, Hugo Boss, Gucci, Danone, ING and many more in delivering employee experiences that WOW. Our customers have transformed their onboarding experience for strategic competitive advantage, and are successfully using Enboarder to engage new hires, reduce attrition, predict flight risks and even power referrals and social employee advocacy. Contact: T: 0203 608 7416 E: steve@enboarder.com
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
KMS Lighthouse
KMS Lighthouse is a leading provider of next-generation knowledge management solutions. The Lighthouse knowledge cloud enhances every engagement by empowering customers and agents with real-time access to accurate and consistent knowledge to improve customer and employee experience alike. Lighthouse’s powerful AI-enabled search functionality dramatically improves engagements across all service and sales channels, including easy integration to enhance existing and future self-service channels such as chat-bots, IVRs, and more. Lighthouse has earned a growing global customer base and positive industry and analyst review, which includes Gartner’s Cool Vendor list and KMWorld’s Trend Setting Product list. Contact: T: +44 20 7332 0300 E: stephen.ramsden@dbfs.co.uk W:www.kmslh.com
Accelerator Solutions
Accelerator Solutions helps organisations achieve positive business results and become recognised leaders through their culture and reputation. We do this through a range of solutions focused on Training, Development, Consultancy and Research. Our Training, Development and Consultancy team helps you to build attitudes, skills and behaviours that make the service difference. Our new Service Edge suite offers a unique and flexible range of service-focused training solutions, for those in service roles and also for managers or leaders delivering service through a team. Our Research team brings independence and objectivity to the process of finding out what will make a real, positive difference to your customers. We’re friendly, flexible and hands-on; working to make sure that our input has a direct and lasting impact. We help bring pace to change and take pride in delivering on our promises. Contact: T: 0845 260 6886 E: info@acceleratorsolutions.com W:www.acceleratorsolutions.com
Selligent
Selligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform. With 10 offices across the United States and Europe and more than 50 agency partners and resellers, Selligent Marketing Cloud serves over 30 countries with local, personalised service. Contact: T: +44 (0) 208 004 6051 E: Info.uk@selligent.com W:www.selligent.com
OpenMarket
OpenMarket helps the biggest brands in the world use mobile messaging to connect with their customers in the moments when it counts. When they need to be there and be responsive in real-time. When customer experience isn’t just a buzzword: it’s an obsession. By combining a powerful, scalable and reliable platform with a deep understanding of how text messaging can transform business processes, OpenMarket works with enterprises to roll out timely, useful and context-sensitive mobile messaging at massive scale. OpenMarket is an Amdocs company and is headquartered in Seattle, Washington, with regional offices in Detroit, London, Sydney, Guadalajara and Pune (India).
Contact: Craig Rutherford T: 0801 438 753 T: 020 3733 4579 E: Craig.rutherford@openmarket.com W:www.openmarket.com
mGage
mGage offers a mobile engagement tool enabling businesses to communicate on a personal level with customers across multiple channels. As global mobile engagement specialists, mGage harnesses SMS, voice, push, social channels and a multitude of messaging apps, to build relationships with their valued customers. With over 15 years of CRM experience, mGage expertly uses cloud-based SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally. Contact: E: sales@mGage.com W:www.mGage.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
Limitless
Limitless is disrupting the customer service industry by enabling organisations to crowd source customer support. Limitless helps brands find, manage and reward ‘Crowd Service® Ambassadors’. These are the brand’s own existing loyal customers and employees – who use a simple app to answer questions posed by other customers and receive a reward for resolving them. They can dip into the app at a time and place which suits them. They can answer as many, or as few, customer queries as they like. Limitless calls this Crowd Service®. All over the world companies are seeing customer service costs spiral and the traditional customer service model is struggling to cope. Limitless addresses some of the biggest challenges faced by the contact centre industry – low pay, high attrition and access to new talent. Limitless’ Crowd Service® platform enables companies to attract and reward highly skilled freelancers, providing amazing service to others at a significantly reduced cost. Contact: W:www.belimitless.io
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
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: Mercedes Barbuti T: 0203 9661561 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
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
Wizu
Wizu is an AI chatbot for conversational surveys that increases response rates, improves customer experience and helps you gain more actionable insight. We combine artificial intelligence with customer experience metrics such as Net Promoter Score, Customer Effort Score or CSAT, to analyse responses in real time allowing you to route by sentiment, close the loop, and create truly personalised and engaging conversations.
Contact:
Martin Powton E: martin@wizu.com W: www.wizu.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
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
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
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.
Content Guru
Content Guru is a leading cloud contact centre and customer engagement provider operating across Europe, Asia-Pac and the US. The company’s multi-award-winning customer engagement platform, storm®, is used by hundreds of organisations, from finance through travel to utilities, customers including G4S and Serco. storm combines unrivalled scalability, fully-blended, omni-channel contact processing (including SMS, web chat and social media) with integration to hundreds of thirdparty platforms. Customers can engage at any time, from any place and on any channel, with a consistent experience. storm’s modular architecture enables organisations to ‘unlock’ new capabilities, supporting phased migration to the cloud and evergreen technology.
Contact: Henry Finbow, Business Development Manager T: 01344 852 350 E: HGF@contentguru.com W: www.contentguru.com
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
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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
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Register Your Place
Standard
1 Ticket- End User Registration
- Access to all streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY
£595
+Vat
Date: 22nd March 2019
Bronze
2 Tickets- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY
£995
+Vat
Date: 22nd March 2019
Silver
5 Tickets- End User Registration
- Access to all seminar streams
- Access to 1-2-1 Meetings Networking App
- Lunch and refreshments
- Drinks and Networking
- Printed Event Guide
- Download of presentation slides
- After Event Drinks Party
ONLY
£1995
+Vat
Date: 22nd March 2019
Annual
Festival PassAnnual Subscription providing access for 1 person to EVERY conference for 12 months.
ANNUAL SUBSCRIPTION:
Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.
ONLY
£995
+Vat
Date: 22nd March 2019
Supplier
1 Ticket
- Industry/Service Provider
- Lunch & refreshments
- Drinks & networking
- Presentation slides
- Access to video library
ONLY
£1995
+Vat
Date: 22nd March 2019
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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