Events: Customer Engagement Transformation
Customer Engagement Transformation Conference
Understand how you can help to shape and evolve your business in the growing digital world
The 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.
It can seem impossible to keep up with customer trends and implement a winning strategy, but those who attend the Customer Engagement Transformation Conference leave feeling equipped with exclusive insights from organisations that have already transformed and are reaping the rewards of customer loyalty as a result.
This year’s conference will see over 40 speakers delivering exclusive content surrounding trending topics across two seminar halls. With world-class case studies and networking opportunities with industry experts, delegates will leave armed with all the tools, techniques and insight they need to implement effective and successful long-term customer engagement strategies.
Two Seminar Halls
Round Table Sessions
10 Topic Streams
500+ Delegates
Networking Party
40 Presentations
2020 Topic Streams
2019 Speakers
Andrew Moultrie
BBC Studios Managing Director - Consumer Products & Publishing | Board Member | Non-Executive Director Click to read more...
Emma Postill
O2 Head of Voice of the Customer & Measurement - Customer Experience Click to read more...
Moira Clark
Henley Business School Director of the Henley Centre for Customer Management 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 Transformation Conference Highlights Video
2018 Delegates Included
CHANGING THE FUTURE OF SOME OF THE WORLD'S LARGEST BRANDS
● 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 Transformation Conference photo gallery
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2019 Sponsors
Comarch
Comarch is a global provider of technologically advanced software designed to help large enterprises improve their business efficiency, reduce operational costs, and build strong relationships with all of their partners and clients. Incorporating various emerging technologies (AI, ML, etc.), our IT products allow companies to realize far-reaching marketing strategies with ease. Comarch has made its name by working with some of the most renowned brands and organizations in the world, including various airline holding companies, telecoms, financial institutions, retailers, and many others. Comarch’s clients include BP, Heathrow Airport, Dubai Airports, and SAS. T: +12 684 10 00 E: info@comarch.com W: www.comarch.com/trade-and-services/loyalty-marketing/loyalty-management/
JPC
We’re JPC, an award-winning B2B sales and marketing experience agency, with a single aim: to help businesses transform into customer-centric, sales-led organisations. Over the last 21 years we’ve helped our ambitious clients better target, engage, win and retain some of the most sought-after sales opportunities and in the world.Contact: Ryan McKenna T: 020 7326 5980 / 07825 413 674 E: hello@thinkjpc.com
Servicenow
ServiceNow delivers digital workflows that create great experiences and unlock productivity. ServiceNow® Customer Service Management goes beyond traditional customer service solutions to delight your customers—consumers or businesses—with proactive service from issue to resolution. You can resolve complex issues end to end, intelligently fix problems before customers know they have them, and drive action to instantly take care of common requests. The results: increased customer satisfaction and reduced case volume and costs. We make the world of work, work better for people. Discover more at servicenow.com Contact: Will Trotman T: +44(0)1784 221600 E: will.trotman@servicenow.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
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
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/
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
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
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:
2018 Sponsors
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
Zendesk
The best customer experiences are built with Zendesk. Zendesk’s powerful and flexible customer service and engagement platform scales to meet the needs of any business, from startups and small businesses to growth companies and enterprises. Zendesk serves businesses across a multitude of industries, with more than 125,000 paid customer accounts offering service and support in more than 30 languages. Headquartered in San Francisco, Zendesk operates worldwide with 15 offices in North America, Europe, Asia, Australia, and South America.
Contact: W: www.zendesk.co.uk/suite/
Thunder Head
Thunderhead is transforming customer engagement – empowering brands to understand each customer’s TRUE INTENT and continuously orchestrate individualised journeys for millions of customers across billions of touchpoints, seamlessly and in real time, driving topline growth, reducing cost-to-serve, and optimizing customer lifetime value. Our ONE Engagement Hub is an intelligent cloud-based customer engagement layer that works with, and across, your existing systems. ONE enables brands to understand, visualise, and optimise the customer journey in real time. It listens to a customer’s activity across all channels and touchpoints, building a view of what they look for: discovering interest, context and behaviour as they browse. Helping you understand each customer’s true intent and orchestrate individual journeys for every customer, across every touchpoint in real-time.
Contact: Catherine Tyson E: conversations@thunderhead.com W: www.thunderhead.com
Transversal
We believe there is a more innovative way for people to find good help. Transversal is the pioneer in cognitive knowledge solutions and we are changing the way businesses connect people with knowledge. Our passion is to transform the way people find, consume and share what they know. Transversal’s products connect people with the knowledge they need to make a difference with their customers, across every channel and through every interaction. Empowering the customer journey with knowledge ensures you are delivering those exceptional experiences and unforgettable customer service that make you stand out from the crowd.
Contact: T: +44 1223 488700 W: www.transversal.com
NKD
We believe that employee engagement is as vital to company performance as external customer engagement. Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries. We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick.
Contact: Nab Kalsi, Business Development Director T: +44 (0) 203 4700 230 M: +44 (0) 7768 045 609 E: nab@nkd.co.uk W: www.nkd.co.uk
Engage Hub
Engage Hub’s mission is to ensure businesses treat customers as individuals. Its advanced cross-channel customer engagement platform enables organisations to harness insights previously hidden in data stored across disparate legacy systems, empowering the world’s leading companies to deliver intelligently targeted, interactive digital experiences to their customer base.
Contact: W: www.theengagehub.com
Concentrix
Concentrix, a wholly-owned subsidiary of SYNNEX Corporation (NYSE: SNX), is a leading business services company. We focus on customer engagement and improving business outcomes for over 450 global clients across many continents. Our 100,000+ staff deliver technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions in 40+ languages from 125+ delivery centers. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients.
Contact: Tarun Arora E: tarun.arora@concentrix.com W: www.concentrix.com
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
Ultracomms Dots
Ultracomms is a leading provider of cloud based omni-channel customer contact management solutions and PCI DSS level 1 certified secure card payment technology. Our innovative omni-channel platform enables clients to drive contact centre performance by improving customer experience and productivity, reducing costs, and simplifying compliance processes. Simple to integrate with any telephony infrastructure, software or CRM system, our flexible, scalable and secure cloud platform provides a complete contact centre solution. Ultracomms’ PaySure portfolio of PCI DSS level 1 certified secure payment handling solutions enable organisations take card payments over the phone, removing any risk of card data fraud while ensuring a completely seamless experience for customers.
Contact: E: sales@ultracomms.com T: +44 (0) 207 965 0207 W: www.ultracomms.com
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
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
Interested in Sponsoring? - Free Info Pack Download
Engage Customer provides its community of over 48,000 leaders with a series of hugely successful live events, which include: industry-recognised Conferences, Director Forums, top-level Roundtable Focus Group Workshops, annual Customer Engagement Summit and Annual Engage Awards.
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
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
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
9th July 2020- Park Plaza Victoria, 239 Vauxhall Bridge Road, Pimlico, London SW1V 1EQ
Directions
Ideally located on 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.
Couples and families on a London getaway enjoy our proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben, as well as shopping hot spots like Oxford Street and Harrods. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.
Our sauna and steam room are ideal for a peaceful retreat after a hard-driving day of business or a long afternoon of sightseeing. Afterward, guests can savour a delicious dinner at our vibrant Italian restaurant TOZI, which specialises in Venetian cicchetti (small plates to share).
From London Victoria National Railway Station
Situated in lively Victoria, the hotel is a 2-minute walk from Victoria Station.
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