Events: Knowledge Management Conference
Knowledge Management Conference
Organisations are having to handle more information than ever before as 2.5 quintillion bytes of data are generated daily
Knowledge management (KM) provides a means of improving organisational KPIs while delivering consistently better service across all channels, thereby gaining a competitive advantage and revolutionising the human experience. An effective KM strategy enables organisations to provide exceptional end-to-end customer experiences while lowering support costs, and has the ability to make a significant impact on the bottom line.
This conference will take a deep dive into how organisations are having to handle more information every day than ever before, as nearly 2.5 quintillion bytes of data are generated daily. This sheer amount of data can quickly become unwieldy on both a company and at employee level – by joining this event, you’ll learn how to manage data to improve your organisational offering.
As employees gain both knowledge and experience within their jobs they constantly develop know-how, skills and insight about the organisation and customer problems – this is built up over time and good knowledge management strategies also mean that this expertise is not lost forever when employees leave.
1 Day Event
Roundtables
Interactive Sessions
15 Presentations
LIVE Event
Case Study Presentations
2022 Topic Streams
2021 Studio Host
2021 Speakers
Bonnie Cheuk
AstraZeneca Senior Director, Head of Business and Digital Transformation Click to read more...
Pete Poul-Graf
DHL VP, Global Service Desk, Service Now Dev-Ops, Transformation and Workspace, Customer Care Click to read more...
Cat-Dan Lai-Smith
World Vision International Knowledge Management and Capability Manager Click to read more...
Victoria Duxbury
Bryan Cave Leighton Paisner LLP Associate Director, Knowledge Development Lawyer Click to read more...
Rupert Lescott
PwC Middle East Director, Knowledge Management, Middle East Consulting 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 to hear from world class brands all in one place
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Marks & Spencers
“
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
2021 Delegates Included
• Abel And Cole • Actionaid • All Clear Insurance • Amex Community Stadium • Aviva • Bank Of Ireland • Barclays • British Gas • British Gas Residential Energy • BT • BUPA • Certas • Charles Trywhitt • Chaucer Direct • Compliance3 • Curium Solutions • DAS Legal • Deloitte • Devon and Cornwall Police • Digital Genius • Direct Line Group • DMG Media • Eishtec • Electricity North West • Engage For Success • Essex & Suffolk Water • Financial Conduct Authority • Financial Times • First Rate • Gamma • GLH Hotels • Global Freight Solutions • Golf Breaks • Homeserve • Icaew • Intercall Europe • JAYWING • JD Sports • London Borough of Enfield Council • LV= • Mail Newspapers • Make It Cheaper • Manx Telecom Plc • Maplin Electronics • Marks and Spencer • National Savings and Investments • NCFE • News UK • NFUM • NS&I • OpenContact • Pearson • Post Office • Severn Trent Water • Signet • Southern Water • Southwark Council • SPD Development Company Ltd • Staples • Sutherland Global Services • Thames Valley Police • The Co-Operative Bank • Three • Transport for London • Trusted Shops • Ulster University • Unilever • United Utilities • University of Central Lancashire • Walker Crips • Wessex Water • Which?
Who is Attending?
- Customer Service
- Customer Experience
- Customer Insight
- Customer Strategy
- Digital Customer Experience
- Customer Loyalty
- Contact Centre
- Social Media
- CRM
- Marketing
- Direct Marketing
- Digital Marketing Specialists
- Operational
We are pleased to advise that this course is fully CPD accredited
Ticket Options
Click a ticket type below to find out what’s included in our packages.
Register your place
Engage Customer Event Sponsors
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.
Sinequa
Sinequa serves both large and complex organizations with the most complete enterprise search, ever. Customers employ our intelligent search platform to connect all content (both text and data), derive meaning, learn from user interactions, and present information in context. This solves content chaos and informs employees through a single, secure interface. They get the knowledge, expertise, and insights needed to make informed decisions and do more, faster. These organizations accelerate innovation, reduce rework, foster collaboration, ensure compliance, and increase productivity. Become Information-Driven™ with Sinequa.
LinkedIn: https://www.linkedin.com/company/sinequa
Twitter: SINEQUA (@sinequa) / Twitter
Panopto
Panopto helps businesses create searchable video libraries of their institutional knowledge. Since 2007, the company has been a pioneer in video content management systems, video capture software, and inside-video search technology. Today, Panopto’s video platform is the largest repository of expert learning videos in the world. Panopto is headquartered in Seattle, with offices in Pittsburgh, Sydney, Hong Kong, and London.
NICE CXone
NICE CXone is the cloud contact centre software leader with the world’s #1 cloud customer experience platform. NICE CXone combines best-in-class Omnichannel Routing, Analytics, Workforce Optimisation, Automation and Artificial Intelligence on an Open Cloud Foundation.
NICE CXone’s solution empowers organisations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations.
NICE CXone is recognised as a market leader by the leading industry analyst firms.
About NICE CXone
CXone is the leading cloud customer experience platform. Only CXone unifies Omnichannel Routing, Analytics, Workforce Optimisation, and Automation and Artificial Intelligence – providing a seamless customer and agent experience – as part of one enterprise-grade, cloud native platform. CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Centre as a Service (CCaaS) market. With its Open Cloud Foundation, CXone powers rapid innovation via open APIs, leading scalability and reliability, and carrier-grade connectivity.
Contact: T: 1-866-965-7227
Odigo CX Solutions
Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world.
Calabrio
Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.
Calabrio ONE is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.
Contact: W: www.calabrio.com
Rescue by LogMeIn
Rescue by LogMeIn is optimized for customer care and large teams with complex workflows – requiring advanced features to centrally manage remote support. With Rescue’s rich feature set and banking-grade security, companies can safely deliver best-in-class customer support. It can be tailored and customized to any organization.
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.
Blue Prism
Blue Prism is the global leader in intelligent automation for the enterprise, transforming the way work is done. At Blue Prism, we have users in over 170 countries in more than 1,800 businesses, including Fortune 500 and public sector organizations, that are creating value with new ways of working, unlocking efficiencies, and returning millions of hours of work back into their businesses. Our intelligent digital workforce is smart, secure, scalable and accessible to all; freeing up humans to re-imagine work. To learn more visit www.blueprism.com and follow us on Twitter @blue_prism and on LinkedIn.
Nuance
Reinventing how people connect with technology and each other. Nuance AI empowers organisations to unlock value and meaning in the millions of interactions that happen every day.
Orlo
With a whole load of channels to toggle between and the public always watching, delivering social customer service and marketing content that knocks your customers' socks off is no easy feat. The Orlo platform empowers you to manage your digital conversations from one place, so you can focus on what really matters - managing reputation and improving customer experience. Though we're trusted by over 300 brands, including many global clients, we’re just as proud to be born and bred in blighty, with all of our servers are held on British soil too! Easy to implement, secure and scalable solutions powered by AI-led technology? Say hello to Orlo and start building trust with your customers through brilliant conversations!
Signavio
Today, many companies are facing the challenge of constant change or even reinvention, dictated by the requirements of the market. Whether it’s because of new technology, changing regulations, or even changes in institutional knowledge, many companies are considering what direction they need to go for long-term success. It’s the responsibility of business leaders who understand their company’s’ processes to find the right path forward. This is why Signavio was created; to serve as a signpost for workflows, processes, and decisions. Signavio Business Transformation Suite, a cloud-based software for intersectional collaborative process and decision management, offers companies a way to orient themselves in times of constant change.
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 Event 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 CX Solutions
Odigo is a leading Contact Centre as a Service (CCaaS) solutions provider. The company helps brands connect with customers anytime and anywhere with easy-to-integrate, cloud-based solutions that can be tailored to the needs of large organisations. A 30-year history of industry firsts makes Odigo the global partner of choice, with a growing presence across all markets and sectors. Thanks to its proprietary technology, Odigo delivers a smooth, channel-less experience for customers and a satisfying and secure experience for agents. Today, more than 400,000 end-users benefit from Odigo’s solutions in more than 250 companies around the world.
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.
Venue Directions
Victoria Park Plaza – 239 Vauxhall Bridge Road, London, SW1V 1EQ, UK – Lower Level 2
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
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