11th July 2019

Customer Engagement Transformation Conference

Riverbank Park Plaza, London
Register Sponsor

Introduction

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 2 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.

2018 Highlights

2019 Speakers

Dekyi Boorsma

Netflix

Colin Shaw

Beyond Philosophy

Moira Clark

Henley Business School

Alexandra Da Silva Rodrigues

Radisson Hotel Group

Gerry Brown

Customer Lifeguard

Emma Laws

Hanover Communications

David Vermeulen

The Inner Circle

Katrina Broster

The Telegraph

Wally Brill

Google

Jarwal Shiven

National Grid

Harriet Rowe

National Grid

John Grumitt

Changing Health

Alvin Jackson

Southeastern Railway

Diane Burke

Southeastern Railway

Ruth Genelazo

Nectarsleep

Katrina King

Direct Line Group

Matthew Gardiner

Catch London

Martin Henderson

Virgin Holidays

Alina O Keeffe

Sands

Ian Naylor

Booking.com Ltd.

Ella Screene

Maitland/AMO
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Dekyi Boorsma

Head of Customer Service EMEA

Action oriented, level headed, versatile leader. Quick on the uptake and service oriented; passionate about operational effectiveness, customer centricity, continuous improvement, and leadership. Solid background in service delivery, people development, BPO, business process and project management, within a multi-national corporate environment. Strong lateral thinking capacity and a great ability to quickly identify key elements and defining concrete actions, direction, and strategy. Integer and open personality with a good sense of humor.

Expertise:
• Leadership
• Operations management
• Customer Experience and Customer Service management
• Subscription management
• People management and development
• Business Process management and improvement
• Project management / implementation management
• Client management
• Fulfilment
• Order to Cash processes
• International Publishing industry
• BPO
• Vendor management

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Colin Shaw

CEO & Founder

Colin has been recognized by LinkedIn as one of the world’s top 150 business influencers where he now has over 225,000 followers of his work. He has also been voted one of the ‘Top Marketing Thought Leaders over 50’ by Brand Quarterly.

Colin has written five bestselling books on Customer Experience. He is Founder & CEO of Beyond Philosophy, a consultancy, training and research company that helps organizations move their Customer Experience to the next level. Under Colin’s leadership Beyond Philosophy have helped many of the world’s most prestigious organizations improve their Customer Experience including American Express, FedEx, and Caterpillar. One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology.

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Moira Clark

Director

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

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Alexandra Da Silva Rodrigues

Strategic Advisor for Global Contact Centers

Bachelor in Law with more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

With a consolidated career as Director of Call Centers inbound & outbound Sales center ( medium and large call centes) with experience in different sectors and with an International career both in Europe and South America.
I am used to act with hight level of autonomy and I am very sales minded and a strong business generation focus.

Wide experience in international environments and in leading companies in their industries (NH Hotel Group, Telefonica, General Motors, Citibank, Zed …).
Outstanding activities as Customer Care speaker in well-known institutions.
Relevant language ability (English, French, Spanish, Portuguese…)
Awarded with Best Call Center Director in Spain ( 2012)

Market benchmark ( independent assessment made by EgonZehnder in July 2014)
Alexandra’s experience and technical skills , as well as her market knowledge is comparable or above the one of her counterparts in the market. She keeps herself updated of the new developments of her area of expertise and learns from external benchmarks.
Indicators of Potential ( independent assessment made by EgonZehnder in July 2014)
“Alexandra shows engagement, both with her team and with internal stakeholders. Her passion and influence helps her ability to promote change. Determined, pragmatic and driven, she makes sure that things get done with autonomy.”

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Gerry Brown

Chief Customer Rescue Officer

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.

Over that that time I’ve learned what works and what doesn’t. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community.

As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers’​ experiences with businesses. I’ve been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles. I’ve worked with some of the best customer experience “gurus” and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences.

I help customer service directors, customer experiences leaders and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in:

• Evaluating what customers really think of them & why
• Quantifying how much bad service really costs them
• Identifying & addressing areas for improvement
• Engaging, involving and inspiring their employees to find their inner customer
• Introducing & integrating the right technology at the right time for the right reasons
• Measuring what matters – to customers

By doing this successfully, and consistently, I hope to avoid undignified impoverishment in my later years and grow old gracefully and gratefully.

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Emma Laws

Account Executive

Experienced communications professional with a demonstrated history of working in marketing, public relations and business development. A skilled listener, I am passionate about the creative industries and smaller independent businesses. Emma has been at Hanover Communications for the past year.

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David Vermeulen

Founder

David Vermeulen is the Founder of The Inner Circle – www.theinnercircle.co – a global dating platform for inspiring singles with similar backgrounds and interests. He has been the founder for the last 7 years.

The Inner Circle is an international community where inspiring singles with similar backgrounds and interests meet. We are currently active in New York, London, Paris, Milan, Stockholm and Amsterdam.

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Katrina Broster

Head of Acquisition Strategy

Katrina is Head of Acquisition Strategy at The Telegraph. Katrina was promoted to this brand new role in early 2018, after tenures in both the Travel and media industries and she now oversees the performance marketing strategies for all of The Telegraph’s multiple diversified revenues namely Digital Subscriptions; Registration; Travel; Financial Solutions; Events and many other Commerce business offerings. She has implemented a brand new marketing approach, an award winning content marketing strategy that dynamically delivers the right content, at the right time in the right place, placing The Telegraph’s quality journalism at the heart of the strategy.

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Wally Brill

Head of Conversation Design Advocacy & Education

Previously a music producer in the US and UK, Wally Brill’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. Now as Head of Conversation Design Advocacy & Education at Google, he’s helping to create 21st century magic with the Google Assistant.

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Jarwal Shiven

Customer, User and Digital Experience Manager

I developed and lead customer journey across multiple business entities to embed an experience which starts and ends with customer in mind. Engaged and managed internal, external Customers and Stakeholders to ensure input and buy-in to make certain the customer journey is shaped with the customer at the forefront of the business’s thinking. Driven change management to ensure the new experience can be embedded into business as usual. As well as creating and embedding the customer journey, I have been leading on creating and embedding a coherent Digital Experience to ensure customers can access the latest content tailored to their needs as well as allowing the business to use data to enhance the customer digital experience by improving the content and platform.

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Harriet Rowe

Journey Design Manager

Accountable for managing and delivering Customer Journeys across multiple business entities in National Grid by aligning internal and external senior stakeholders behind a common delivery plan, developing and ensuring timely reporting of progress through the Journey Governance Framework to the Customer Sponsor (Exec Director).

Working with customers using Design Thinking tools, mapping journeys, developing persona’s, generating insights etc. I have led multiple business functions through a Journey Mapping process to establish Journey Change Plans, Journey Governance and Journey Dashboards. The highly engaged matrix team share a common understanding of the desired journey experience, share best practice and work collaboratively resulting in the delivery of customer experiences that exceed the customer expectations. I work with the leadership communities to transfer capability, embed and sustain a customer focused culture, whilst influencing the content and direction of broader company policies to support the delivery of the Customer Experience Strategy.

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John Grumitt

CEO

John Grumitt is CEO of Changing Health, Vice President of Diabetes UK and previously Vice President of the International Diabetes Federation (2010-2016). He is also trustee of C3 Collaborating for Health and a senior advisor to NHS England and a range of health stakeholders. Living with Type 1 diabetes for many years, John leads a highly active lifestyle embarking on numerous endurance challenges. He has built a number of consumer centric businesses across Europe.

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Alvin Jackson

Customer Experience Advisor

Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

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Diane Burke

Commercial Director

Diane is an experienced and successful driver of change, resulting in improved employee engagement, customer experience and commercial performance.  She has worked across a number of sectors including retail, media and transport.

Diane is able to engage and inspire colleagues through collaboration and building relationships across the organisation, in pursuit of a common vision.

She is currently working with Southeastern Railway to deliver their best customer experience.

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Ruth Genelazo

Head of CS & Experience

Ruth Genelazo has been the Head of CS & Experience at Nectarsleep for just under a year

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Katrina King

Head of Customer Value Strategy & Performance

Katrina joined Direct Line Group (DLG) in March 2012 and as Director of Customer Value & Experience is responsible for all direct to customer marketing, the delivery of all customer policy documentation and the delivery of DLG’s customer experience strategy and measurement.  A key focus for Katrina has been the development of DLG’s ability to use data to aim to meet the needs of a diverse customer base and ensure the best possible experience for customers.  Her current focus is on embedding DLG’s customer experience pillars as an “internal currency” to ensure that everyone across the organisation has customer top of mind and all focus on continuing DLG’s customer experience transformation.

Prior to joining DLG Katrina worked in Australia, consulting to numerous general insurers, across both strategy and operations. She has an MBA from Harvard Business School and Bachelor’s Degrees in Commerce and Engineering from the University of Melbourne.

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Matthew Gardiner

Founder

Matthew Gardiner advises corporations, Tier I banks, Fintechs & investors on digital assets & AI & driven CX innovation. Matthew previously worked in PwC’s Global Advisory practice. He has recently
spoken at Next Money EMEA, APAC & MENA, Google, Barclays, HSBC, 02, Samsung, Techstars,Transferwise, Money 2020 Europe & Asia, Bank of China, TenCent, Alipay, The Global Leaders Forum, Institutional Investor Geneva & Benelux, TEDX Roma, Gianni Origoni -Rome, Arendt – Luxembourg, KWM, Finnovasia, Wespac, Macquarie, Telstra, Wesfarmers, Quantas, AIM Abu Dhabi, ArabNet, GIF Kuwait, Diwan of Royal Court, Oman and The Turing Trust.

Matthew is visiting faculty at Cass Business School and The Asian Banking School and a core team member of Techfugees, a global financial inclusion charity.

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Martin Henderson

Head of Overseas

Martin is currently Head of Overseas at Virgin Holidays, where he has transformed the company’s in resort offering from a sales to a service centric model, where the customer is in control of how and when they interact with their resort Experts.

His key goal is to ensure that customers have the best holiday experience possible, in a way that is right for them as individuals.

As well as Virgin Holidays, he has previously held roles with Tui, Galileo, The Adventure Company and Travelbag, so you could say travel is in his blood. Strange, considering he set out to become a carpenter.

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Alina O Keeffe

Engagement Manager

Award-winning multidisciplinary professional with over 6 years of experience in marketing management and international communications. Alina’s career demonstrates an ability to identify and develop effective marketing strategies and to play an integral role in achieving company’s strategic goals. Alina is a published author on subjects of marketing, leadership, innovation with a focus on international development and sustainability.

Alina brings a strong analytical approach combined with creative insight in identifying added value strategic opportunities that optimise a brand’s competitive, long-term position in the marketplace.

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Ian Naylor

Head of Customer Operations Excellence

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

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Ella Screene

Analyst

Providing strategic, corporate and financial communications advice to UK listed, privately held and international clients across a variety of sectors including wealth management, private banking, retailand infrastructure.

Working with clients to coordinate and execute media engagement in reputation building, financial transactions, crisis and corporate communications.

2019 Topic Streams

Transformation – Our People and Our Customers Part One
Personalisation of the Customer Experience Part One
The Rise of Customer Service Design
Robotics, AI and Customer Engagement
Transformation – Our People and Our Customers Part Two
Customer Engagement Transformation in Financial Services and Retail
Technology and Customer Engagement – Part One
Personalisation of the Customer Experience Part Two
Digital Customer Engagement Transformation
Technology and Customer Engagement – Part Two

2018 Sponsors

Confirmit

Why sponsor one of our Conferences?

2018 CUSTOMER ENGAGEMENT TRANSFORMATION PHOTO GALLERY

View the 2018 Customer Engagement Transformation Photo Gallery here

2018 CUSTOMER ENGAGEMENT TRANSFORMATION EVENT GUIDE

Click here to read the 2018 Customer Engagement Transformation Event Guide

What's Happening in 2019

  • A focus on the new technologies including AI, VR and AR driving customer engagement transformation
  • The imperative to innovate through our customer engagement strategies
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • The importance of bringing our people with us and linking the voice of the colleague to the voice of the customer
  • A focus on the competitive advantage gained by organisations who transform and innovate
  • A look at what the future holds as the expectations of our customers and our people continue to evolve
  • A roster of world class case studies of innovative organisations getting their customer engagement transformation strategies right

Quick facts

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Testimonials

INTERESTED IN SPEAKER OPPORTUNITIES? GET IN TOUCH WITH YOUR PRESENTATION IDEA TODAY

01932 506 304
EDITOR.ENGAGECUSTOMER@EBM.MEDIA

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

Location

Website-location

11 July 2019
riverbank PARK PLAZA

18 ALBERT EMBANKMENT
LONDON
SE1 7TJ
UNITED KINGDOM

DIRECTIONS:

Park Plaza London Riverbank, a Central London hotel located on the south side of the River Thames. The hotel sits near many of London’s most legendary tourist attractions.

From King’s Cross & St. Pancras National Railway Station (approx 35 mins)*

  • Travel on the London Underground southbound on the Victoria line towards Brixton
  • Depart at Vauxhall via exit number 3
  • Walk east along Albert Embankment
  • Park Plaza London Riverbank will be on your right

From London Waterloo National Railway Station (approx 10 mins)*

  • Take bus 77 from Waterloo Station Towards Tooting Station
  • The bus will continue heading Southbound Towards St. Thomas Hospital, with the River Thames on it’s right hand side
  • From St. Thomas Hospital, the bus will contiue straight towards Vauxhall, taking you to Lambeth Bridge and at the Lambeth Palace roundabout, it will then take the second exit
  • After the roundabout, you will need to get off just after the bus passes the Fire Brigade station
  • The hotel is located to the left

Register Your Place

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  • After Event Drinks Party

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£595 +VAT - £119 Order now

Date: 11th July 2019

Bronze

2 TICKETS

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  • Download of presentation slides
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£995 +VAT - £199 Order now

Date: 11th July 2019

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5 TICKETS

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  • Download of presentation slides
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£1995 +VAT - £399 Order now

Date: 11th July 2019

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Annual Subscription providing access for 1 person to EVERY conference for 12 months.

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Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

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Date: 11th July 2019

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Date: 11th July 2019

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