Knowledge - Insights: Presentation Slides

HALL 1 AVAILABLE PRESENTATIONS

PLENARY KEYNOTES

09:10

Putting Customer Engagement Strategies into a Profitability Context Professor –
Malcolm McDonald, former Professor of Marketing, Cranfield University School of Management
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09:30

Levi Strauss Case Study: Embracing Evolution for the Seamless Customer Experience
Seth Ellison, Executive Vice President and President, Europe, Levi Strauss
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09:50

Customer Engagement Starts with Engaged Contact Centre Agents – New Study Reveals “Health” of the Front Line
Tom Goodmanson, President and CEO, Calabrio
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

11:00

Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement to Accelerate Customer Experience Transformation
Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays
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11:20

Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre Responsiveness
Dawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts
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11:40

UNICEF Case Study: Transforming the Customer Experience at UNICEF
Vicky Johnson, Head of Supporter Care &
Carine Bambara, Advisor for Supporter Care Team, UNICEFUK
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Customer and employee engagement, Part two

12:00

Affinity Water Case Study: Automation Versus Participation
Amanda Reynolds, Director of Customer Relations (Household), Affinity Water
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12:20

Window or Aisle? Why we Should Love the Middle Seat
Claire Sporton, Vice President, Customer Experience Management, Confirmit
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12:40

N Brown Group Case Study: First for Customers – Fit for the Future
Keith Milum, Head of Customer Services, N Brown Group
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CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE

14:00

easyJet Case Study: Putting the Customer on the Flight Deck
Sophie Dekkers, UK Country Director, easyJet
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14:20

AI For Customer Engagement: Chatbots, Guided Processes and More
John Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide
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14:40

Johnnie Johnson Housing Case Study: Living Longer, Living Better
Kathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing
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ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

15:50

Topdanmark Insurance Case Study: How to use Speech Analytics to Improve The Digital Customer Journey
Minna Olesen, CX Analyst, Topdanmark Insurance
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16:10

SmartBill Case Study: Lessons Learned from The Launch of a Start-Up
Nikhil Shah, CEO, SmartBill
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THE FUTURE OF WORK

16:30

Uber Case Study: The Future of Urban Mobility
Erinn Collier, Head of UK, Uber For Business
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16:50

LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive Differentiator
Hussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort
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17:10

Landspitali University Hospital Iceland Case Study: Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The Field
Viktoría Jensdóttir, Project Manager, Landspitali University Hospital
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17:30

Chair’s Summary
Mike Havard. Director, Ember Services

 

HALL 2 AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES

11:00

Metro Bank Case Study: Fan-Atical Execution in a High Growth Business
Andrew Richards, Head of Regional Retail Banking, Metro Bank
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11:20

Utility Warehouse Case Study: How Cognitive Knowledge is Enabling us to Have More Human Conversations and Become Emotionally Engaged with our Customers
Charlie Ferris, Head of Customer Service, Utility Warehouse
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11:40

Fidelity Case Study: Voice of the Client: Infusion or Transfusion
Stella Creasey, Global Voice of The Client Lead, Fidelity International
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE

12:00

The Digital Advantage – Disrupt the Disruptors
Brendan Dykes, Product Marketing Director, Genesys
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12:20

NS&I Case Study: Innovation Through Experimentation – The Next Big Thing In Business
Sandra Schroeter, Product Marketing Man
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12:40

Disney Case Study: How Disney Uses Customer Value to Innovate Customer Experience
Chris Humphrey, Associate Partner &
Andy Wilkins, CEO & Co-Founder, BE Advisory
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EMPLOYEE REWARD RECOGNITION AND RETENTION

14:00

Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition Journey
Paula Stannett, Chief People Officer, Heathrow Airport
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14:20

Employee Reward, Recognition & Retention – Make It Sensational!
Kev Jefcoate, Director, Marketing Communications, Grass Roots Group
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14:40

Donor Experience Case Study: The Value of a Promise
Richard Spencer, Director For The Commission, Donor Experience
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CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE

15:30

Allianz Global Case Study: Move Fast And Make A Big Impact
Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty &
Michael Maicher, Global Head, Allianz Global Broker Management
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15:50

Direct Line Group Case Study: Delivering Better, Smarter Communications to Our Customers
Satarupa Banerjee, Direct Marketing Manager, Direct Line Group
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16:10

Let’s Not Neglect The Humans!
Carolyn Blunt, Managing Director, Ember Real Results
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CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICs

16:50

 

Centrica Connected Home Case Study: Deliver an Exceptional Customer Experience with Intelligent, Connected Service
Neil Procter, Global Head of CRM Centrica Connected Home &
Dave Thomson, Principal Solution Engineer-Service Cloud, Salesforce
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16:50

Chair’s Closing Remarks
Helen Wilson, Managing Director, IPSOS Loyalty

 

HALL 3 AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

11:20

Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data to Map Out their CX Journey
Cary Lawton, UK Guest Experience Manager, Pizza Hut &
Matt Trickett, Customer Success Manager – Hospitality Team Lead,InMoment
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11:40

Waitrose Case Study: Saving £3.5 Million Through Partner Ideas
Stuart Eames, Operational Improvement Manager, Waitrose
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EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE

12:00

Virgin Holidays Case Study: Using the Customer Journey to Build Your Brand
Kate Burgess, Head of Customer Experience, Virgin Holidays
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12:20

Are you Sitting Comfortably? You Shouldn’t be…
Tim Pritchard, Managing Director, Customer Experience, Kantar TNS
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12:40

Northumbrian Water Case Study: Customer and Employee Engagement Through Cultural Transformation
James Muir, Transformation Development Manager, Northumbrian Water
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INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO

14:00

Why You’re Doing Influencer Marketing Wrong and How to Get it Right…
Harry Hugo, Director, Goat Agency
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14:20

How the Latest Technology Is Responding to Customer-Led Disruption
Lorna Crowley, Head of Marketing &
Xavier Legrand, Head of Product, Engage Hub
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14:40

How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things)
Paul Armstrong, Digital Marketer, Strategist & Technology Advisor
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CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL

15:30

If Insurance Case Study: How One of the Largest Scandinavian Insurance Companies Adapts to their Consumers Evolving Needs
Thomas Rodseth, VP Product & Marketing, Puzzel
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16:10

Eurostar Case Study: Mapping Customer Journeys From Your Customers’ Verbatim Comments
Laure Noireau, Customer Insight Manager at Eurostar &
Laurent Garnier, CEO, KPAM
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CUSTOMER DATA AND PRIVACY INCLUDING GDPR

16:30

Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset?
Guy Johnson, Head of Data Governance, Marks & Spencer
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16:50

Cordery Compliance Case Study: GDPR Fake News Live – Separating the Fact From the Fiction
Jonathan Armstrong, Partner, Cordery Compliance
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17:10

Panel Discussion
Guy Johnson & Jonathan Armstrong

17:30

Chair’s Closing Remarks
Martin Hill-Wilson, Founder, Brainfood Consulting

 

HALL 4 AVAILABLE PRESENTATIONS

CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE

11:20

Inspiring Customer Loyalty
Obi Abuchi, Consulting Director, NKD
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11:40

Motability Operations Case Study: Values & Behaviours Vs. Process & Memory: How to Utilise Technology to Get the Basics Right
Laura Hughes, Training and Communications Manager, Motability Operation
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FUTURE OF THE CONTACT CENTRE

12:00

Are You a Customer Service Leader or Laggard?
Arceeb Moughal, Director of Commercial,
Kura & Oonagh McBride, Head of Inisoft, Inisoft
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12:20

BT Case Study: BT’s Customer First Transformation
Abby Thomas, Director of Transformation and Change, BT
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

14:00

Perceived Customer Value: The New Competitive Battleground Professor
Moira Clark, Director, Henley Business School
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14:20

Crack the Code: Upgrade Your Customer Experience, One Conversation at a Time
Sally Earnshaw, Managing Director, Blue Sky Performance
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14:40

Daily Mail Group Case Study: Humankind
Suzi Caesar, Head of Customer Services, DMG Media
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THE EVOLUTION OF CX SERVICE DESIGN

15:30

Samsung Case Study: The Era of the Omnipresent Experience
Darren George, European CX Insight Manager, Samsung
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15:50

CX Service Design – Evolution or Revolution?
Darryl Beckford, Head of Digital Acceleration, KCOM

16:10

Bupa Case Study: Getting the Experience Right, By Design
Sean Risebrow, Director of Customer Experience &
Anna Wilcox, Head of Customer Experience, Bupa
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CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART TWO

16:30

Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of Cloud
Alastair Page, Senior Service Delivery Manager, Rail Delivery Group &
Martin Taylor, Co-Founder & CMO, Content Guru
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16:50

EE The Forest for The Trees: Drive Customer Engagement Through Complete Understanding
Richard Burns, Director of Strategic Sales, Nice Satmetrix
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17:10

Raleigh International Case Study: Engaging with Millennials
James Sutton, Business Development Strategist, Raleigh International
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17:30

Chair’s Closing Remarks
Alyson Fadil, People Director, Missguided