Name: Engage Customer
Address: Engage Business Media Ltd, 2 Esher Road, Hersham, Surrey, KT12 4JY
Telephone: 01932 506 300

Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1
09:10	O2 Case Study: A Digital World of Choice and Possibilities – Transforming to Stay Ahead Gareth Turpin, Director of Customer Service and Transformation, O2	View presentation slides
09:35	UMB Case Study: Customer Feedback – The Ability to Make or Break Your Business Terry Kincheloe, Senior Vice President – Interactive Marketing, UMB Financial Corporation	View presentation slides
10:00	How Influencers are Changing the Game for Engagement – Case Studies with Apple, British Airways and Unibet Harry Hugo, Chief Campaign Office & Co-Founder, The Goat Agency	View presentation slides
CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES
10:55	Lloyds Banking Group Case Study: 1.4 Billion Ways of “Getting Personal” With Customers Gerald Bruce Roberts, Senior Manager Customer Experience & Elaine Kelly, Customer Experience Manager, Lloyds Banking Group	View presentation slides
DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION
12:10	Disruptive Customer Care: The Competitive Differentiator Martin Hill-Wilson, Founder, Brainfood Consulting	View presentation slides
13:00	SmartBill Case Study: Customer Engagement Lessons, Through the Lens of a Start Up Nikhil Shah, CEO and Co-Founder, SmartBill	View presentation slides
CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL
14:25	LEGO Case Study: How the Power of Habit Created the World’s Most Powerful Brand, and How You Can Harness it Too Scott Gould, Founder, Ampersand	View presentation slides
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2
16:10	RAC Case Study: Optimising Customer Engagement Through Tapping into Employee Insight to Deliver a Sustainable World Class Customer Experience Jonathan George, Director of Sales and Service, RAC	View presentation slides

HALL 2 AVAILABLE PRESENTATIONS
PERSONALISATION OF THE CUSTOMER EXPERIENCE
10:00	Wolseley Case Study: How AI, the Heart of our Cognitive Knowledge, is Reducing Customer Effort and Empowering Customer Support Staff Alison Goodwin, Customer Support Centre Manager, Wolseley UK	View presentation slides
10:25	Xercise4Less Case Study: The Rise of Xercise4Less by Engaging Customer Feedback Jon Nasta, Director Ecommerce and Marketing, Xercise4Less	View presentation slides
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1
11:20	“Nudging” Your CX Programme Towards Transformational Change Phil Durand, Director, Customer Experience Management, Confirmit	View presentation slides
THE RISE OF CUSTOMER SERVICE DESIGN
12:10	Disney Case Study: The Starring Role of Teamwork In Disney Inspired Experiences Chris Humphrey, Director, BE Advisory & Andy Wilkins, CEO & Co-Founder, BE Advisory	View presentation slides
12:35	Customer Episode 1: The Phantom Feedback Menace Darryl Beckford, Head of Digital Acceleration, KCOM	View presentation slides
13:00	Fidelity International Case Study: Culture Hacking Through Design Thinking and Design Doing Rod Butcher, Client Experience Development Lead, Fidelity International	View presentation slides
ROBOTICS, AI AND CUSTOMER ENGAGEMENT
14:50	Legal & General Case Study: Working With Robots Bob Stella, Head of Business Implementation, Legal & General	View presentation slides
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2
16:10	What are you Willing to Change to Achieve Transformation? Adrian Swinscoe, Consultant, Rare Business	View presentation slides
16:35	NHS Case Study: Innovation in the NHS – At The Cutting Edge?!? Mike Gibney, Director of Workforce, NHS Walton Centre	View presentation slides
17:00	GWR Case Study: Modernising Communication to Transform Engagement Abubakar Siddeeq, Customer Experience Manager, GWR& Neil Martin, Director, The First Word	View presentation slides

Cookie	Provider	Info	Duration
contactId	Unknown		24 Hours
hubspotutk	Unknown		24 Hours
__hssrc	Unknown		24 Hours
__hstc	Unknown		24 Hours
__hssc	Unknown		24 Hours
messagesUtk	Unknown		24 Hours
wp-postpass_7e7d432be20593d6dc23ea391dfeaa86	Unknown		24 Hours
hs-messages-hide-welcome-message	Unknown		24 Hours
hs-messages-is-open	Unknown		24 Hours
wordpress_logged_in_%	WordPress	WordPress sets this cookie to indicates when you’re logged in, and who you are, for most interface use.	Session
wordpress_sec_%	WordPress	These cookies help us keep you logged in to our site.	Session
wordpress_test_cookie	WordPress	Set by WordPress to check if the cookies are enabled on the browser to provide appropriate user experience to the users	Session
wp-settings-%	WordPress	Used to customize your view of admin interface, and possibly also the main site interface	1 Year
wp-settings-time-%	WordPress	Used to customize your view of admin interface, and possibly also the main site interface	1 Year
bcookies_acceptance	b:cookies	Used to store your cookie preferences for this site	2 Years
bcookies_acceptance_updated	b:cookies	Indicates that the users cookie selection has been updated	Session
intercom-id-%	Intercom	Allows visitors to see any conversations they've had on Intercom websites.	9 Months
intercom-session-%	Intercom	Allows users to access their conversations and have data communicated on logged out pages for 1 week.	7 days (from each log in)
BMOD_COOKIE_CONSENT	b:mod Theme	Used to determine if the user has accepted the cookie consent. Provided by the b:mod theme	2 Years
wp-saving-post	WordPress	Used to help with the saving of content in the WP backend admin	24 Hours

Cookie	Provider	Info	Duration
lfuuid	Lead Forensics	Tracks the individual sessions on the website, allowing the website to compile statistical data from multiple visits. This data can also be used to create leads for marketing purposes.	10 Years
_ga	Google Analytics	Used to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.	2 Years
_gid	Google Analytics	Used to store a unique client identifier ID (randomly generated number) that is used to generate statistical data on how the visitor uses the website.	24 Hours
_gat_gtag_%	Google Analytics	Used to set and get tracking data	24 Hours

Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1

09:10

09:35

10:00

CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES

10:55

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

12:10

13:00

CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL

14:25

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2

16:10

HALL 2 AVAILABLE PRESENTATIONS

PERSONALISATION OF THE CUSTOMER EXPERIENCE

10:00

10:25

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1

11:20

THE RISE OF CUSTOMER SERVICE DESIGN

12:10

12:35

13:00

ROBOTICS, AI AND CUSTOMER ENGAGEMENT

14:50

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2

16:10

16:35

17:00

You may also like...

Change is the only Constant in the Contact Centre...

Virtual agents: why businesses are embracing AI...

Post-pandemic customer retention insights: Keeping the...

Virtual Future of the Contact Centre Case Study Preview:...

Virtual Future of the Contact Centre Case Study Preview:...

How Mobile is Transforming Customer Engagement with Koby...

Guidebook: How to create social media content that shines...

How to Create a Consumer App...

Enhancing Agent Engagement: 5 WEM Strategies to Drive...

Keep Up To Date - Subscribe To Our Email Newsletter Today