Events: Customer Engagement Transformation Conference
Customer Engagement Transformation Conference
Live Conference - 9th June 2022
The Virtual Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers.
Attendees who attend the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have already transformed to suit the ‘new norm’ and are reaping the rewards of customer loyalty as a result.
You’ll be witness to 20 world class speakers delivering exclusive content surrounding trending topics across the three days. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.
LIVE UPDATE: Our 2022 events are planned as hybrid venue based conferences, providing both best in class live virtual access and an exciting totally revamped onsite experience, we believe this new format will ensure they will be the best events we’ve organised. The format is of course subject to government guidelines and social distancing at the time of the event. We will have comprehensive measures in place ensuring the safety of all those involved including our delegates, speakers and sponsors. We are more excited than ever and look forward to seeing you – whether that be virtually or in London in person.
One Day Event
Roundtables Sessions
Case Study Presentations
Network with Peers
1-2-1 Meetings
20 Exclusive Presentations
Welcome to Engage Customer TV
We’re introducing you to Engage Customer TV. We’re excited to announce that this year’s Customer Engagement Transformation Conference will be broadcasted as a TV studio style LIVE stream!
That means no more logging into Zoom and no more pre-recorded content – we’re bringing you a live streamed, fully interactive conference direct from our very own studio, meaning that you can sit back and watch the event just like you’d watch your favourite television show.
2022 Topic Streams
2021 Live Studio Chairs
2021 Speakers
Ayman Husain
Microsoft Corporation Director, Customer Success – Intelligent Cloud Click to read more...
Dmitry Schourov
Pfizer Commercial Quality Lead, International Developed Markets & China Click to read more...
Mercedes Clark-Smith
National Savings and Investments Head of Design and Validation Click to read more...
Danny Ruta
Guy's & St Thomas' NHS Foundation Trust Clinical Artificial Intelligence Lead Click to read more...
Mike Lavigne
Nissan Motor Corp. Director, Global Head of Experience Strategy & Design Click to read more...
Interested in becoming a speaker?
What our Delegates Think
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I can't commend you enough on the quality of speakers. Excellent to hear from world class brands all in one place
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Marks & Spencers
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Easy to register and access presentations. Very well organised and chaired. Great case studies focused on current affairs
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HSBC Plc
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A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation
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VistaJet
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The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology
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Canada Life Ltd
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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 Transformation Conference Highlights Video
2022 Sponsors
Playvox
Playvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Welcome to the digital era of WEM.
Callminer
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.
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:
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
Davies Group
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver operations, consulting and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation, customer experience, human capital, transformation & change management.
Our global team of more than 4,000 professionals operate across the UK, Ireland, the US, Canada & Bermuda.
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.
Freshworks
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world. For more information visit www.freshworks.com.
Callminer
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.
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
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
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
iProov
iProov is a fast-growing global technology provider and the world leader in delivering Genuine Presence Assurance to organizations around the world.
Genuine Presence Assurance is the only way to verify that an online user is the right person, a real person, and, critically, that they are authenticating right now – not an imposter or a criminal gang or a machine-driven cyber-attack. Established in 2012, iProov is head-quartered in London with offices in Maryland and Singapore.
Five9
Five9 is an industry-leading provider of cloud contact centre solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating more than six billion call minutes annually. The Five9 Intelligent Cloud Contact Centre provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to create more human customer experiences, to engage and empower agents, and deliver tangible business results. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps contact centres increase productivity, be agile, boost revenue, and create customer trust and loyalty.
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.
EvaluAgent
EvaluAgent is a Quality Assurance (QA) and Performance Improvement platform that helps Contact Centres Agents have better conversations with customers and make fewer mistakes.
Built by former QA leaders, EvaluAgent’s Smart Quality software blends AI with the best bits of traditional QA to improve the efficiency and effectiveness of Quality Assurance teams. Automating admin and streamlining workflows, this smarter approach empowers teams to evaluate more interactions, quickly identify areas for improvement and hold meaningful coaching conversations in a single platform.
As a result, Contact Centres such as Vitality Insurance and Made.com have saved thousands of pounds through measurable improvements in Average Handle Time and First Contact Resolution while at the same time increasing CSAT scores and successfully demonstrating the fair treatment of customers to industry regulators.
Trusted by businesses around the world, EvaluAgent is well placed to help Contact Centres of all sizes transform their approach to Quality Assurance for the good of their agents, their customers and their wallets.
UiPath
UiPath has a vision to deliver the Fully Automated Enterprise™, one where companies use automation to unlock their greatest potential. Only UiPath offers an end-to-end platform for automation, combining the leading Robotic Process Automation (RPA) solution with a full suite of capabilities that enable every organization to scale digital business operations at unprecedented speed.
Front App
Front is a hub for customer communication that allows companies to offer high-touch service at scale.
We combine the simplicity of the email inbox your team already knows with the automation and insights of a CRM.
Behind the scenes, teammates from all departments can work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch.
That's how teams of 5 and 5,000 alike use Front to scale their communication and never trade off quality for efficiency.
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
Medallia
Medallia (NYSE: MDLA) is the pioneer and market leader in customer, employee, citizen and patient experience. The company’s award-winning SaaS platform, Medallia Experience Cloud, is becoming the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IOT, social media and corporate messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities and drive revenue-impacting business decisions, providing clear and potent returns on investment.
Ticket Options
Click a ticket type below to find out what’s included in our packages.
Register for all ticket types using the form below
Venue Directions
9 June 2022 – 239 Vauxhall Bridge Road, London, SW1V 1EQ, United Kingdom – Lower Level 1
Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.
Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.
Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.
From King’s Cross & St. Pancras Railway Station (Eurostar):
– Take the Victoria Line Southbound towards Brixton on the London Underground
– Depart at London Victoria Station
– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will be on your left
From London Heathrow Airport:
– Take the London Underground, eastbound on the Piccadilly line
– Change at Hammersmith Station and take the District line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
From London Gatwick Airport:
– Take the Gatwick Express train to London Victoria Station
– From the station, take the exit by Platform 2
– Turn right and walk 100 metres
– Park Plaza Victoria London will be on your left
From London Stansted Airport:
– Take the Stansted Express train to Liverpool Street Station
– Change to London Underground and take the Circle line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
Have a question? Contact us or check our Frequently Asked Questions (FAQ) page
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