Knowledge - Insights: Presentation Slides

DAY 1 AVAILABLE PRESENTATIONS

Plenary KEYNOTES

09:05

I am 10 – Be More, Do More, Have More.
4 strategies that will give you the edge in business & in life
Gavin Ingham, Motivational Speaker, Author and Founder of ‘I am 10’
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09:25

Genesys Insights: How Artificial Intelligence powers CX and drives sales at Marks and Spencer
Tony Granite, Head of Operations, Marks & Spencer
Chris Woodward, CEO and Co-Founder, Anana. Ltd

09:45

State of CX 2018: 5 Habits of Highly Effective CX Professionals
Claire Sporton, SVP CX Innovation, Confirmit
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10:05

If You Want to Be Loved, Be Lovable
Tim Arthur, Creative Director, Virgin Money
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Yellow HALL AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT TRANSFORMATION Part One

11:00

Olympus Case Study: Transforming From Product-first to Customer-first
Benjamin Rand, General Manager – Customer Support, Olympus
Anna Hagen, Business Unit Manager, Olympus
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11:20

Defining the Human Age – A Reflection on Customer Service and Work in 2030
Marjie Gould, VP Marketing, Verint
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11:40

NHBC Case Study: Engaging builders to improve homeowner outcomes
Alex Walker, Claims Operations Manager, NHBC
Christine Smith, Claims and Commercial Director, NHBC
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One

12:05

Vodafone Case Study: Customer Data and Privacy – it’s people thing
Paul Somerville, Senior Manager Risk & Compliance, Vodafone
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12:25

Bupa Case Study: Poor measurement will destroy your customer experience programme
Tim Pritchard, Managing Director – Customer Experience, Kantar TNS
Anna Wilcox, Head of Customer Experience, Bupa UK
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12:45

The CX Trends You Cannot Afford to Ignore
Stephen Yap, Head of VOC Programmes, Ipsos Mori
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FUTURE OF THE CONTACT CENTRE Part One

14:05

Heal’s Case Study: Back in The Game
John Mihill, Interim Head Of Customer Service, Heal’s
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14:25

Shaping the Customer Centric Experiences of Tomorrow
Gregg Widdowson, Customer Engagement Solution Sales Leader – UK & Ireland, AVAYA
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14:45

City Sprint Case Study: Journey from an Operations-led Business to the start of Customer Centricity
Rosie Bailey, Director of Customer Management, CitySprint
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two

15:10

Sky Betting and Gaming Case Study: Risk of automation in Operations? What risk?
Nicholas Cockerill, Head of Product – Operational Technology, Sky Betting and Gaming

15:30

Kent College Pembury Case Study: Bringing immersive theatre to the customer journey
Sascha Evans, Director of External Relations, Kent College Pembury

LINKING VOE AND VOC

16:40

Farecla Case Study: Generating Amazing Value from a Simple End User Competition David Stokes, Marketing Manager, Farecla View presentation slides

17:00

Experian Case Study: Working together to improve Employee and Customer Engagement
Emma Perkins, Head of Customer Experience EMEA, Experian

 

Pink HALL AVAILABLE PRESENTATIONS

CUSTOMER AND EMPLOYEE ENGAGEMENT Part One

11:00

Kent Fire and Rescue Case Study: Applying a customer model to the Fire and Rescue Service
David Wales, Customer Experience Manager, Kent Fire and Rescue Service
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11:20

The Engagement Enigma: Connecting the Dots Between Employees, Customers and Making More Money
Ben Orme, Product Director, Blackhawk Network
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11:40

Commitment or engagement? The fable of the chicken and the pig
Deb Oxley, Chief Executive, Employee Ownership Association
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THE EVOLUTION OF CX SERVICE DESIGN Part One

12:05

TASIS Case Study: Storytelling to Attract your Customers
Angel Lozano, Director of Institutional Advancement, TASIS
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12:25

The New Era of Customer Empathy: Virgin Trains’ World-First RCS Journey
Oisin Lunny, Chief Evangelist, OpenMarket
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12:45

Centrica Hive Case Study: Creating the internet of YOUR things
Terence Sorrell, Global Business Design Manager, Centrica Hive
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ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

14:05

Monzo Bank Case Study: Employee Experience Means Business
Tara Mansfield, Head of People, Monzo Bank
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14:25

DWP Case Study: Engagement – How do we move from good to great?
Adetola, Orukotan, Operational Manager, DWP
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14:45

Metro Bank Case Study: Customer Choice & Emotional Engagement
Andrew Richards, Head of Organisational Development, Metro Bank
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ENGAGEMENT IN RETAIL AND MEDIA

15:10

The Times & The Sunday Times Case Study: How The Times & The Sunday Times with Data Science Delivered Record Growth
Peter Evia-Rhodes, Director of Customer Value, The Times & The Sunday Times
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15:30

RCS Messaging: The Next Generation of Mobile Engagement Has Arrived
Nick Millward, VP Europe, mGage
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15:50

Forrester: Online Sales to Drive Half of Retail Growth in Western Europe
Michael O’Grady, Principal Forecast Analyst, Forrester
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THE EVOLUTION OF CX SERVICE DESIGN Part Two

16:40

 

Samsung Case Study: Maximising the Use of Attitudinal Customer and Behavioural Data to Optimise Performance
Darren George, European Head of CX NPS Insights, Samsung
Amy Vetter, European Head of Digital Insights, Samsung

17:00

Promoderation Case Study: How to Get your Whole Organisation Behind Delivering Great Experiences
Richard Spencer, Director, Promoderation
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Orange HALL AVAILABLE PRESENTATIONS

ENGAGING WITH THE DIGITAL CUSTOMER Part One

11:00

Virgin Holidays Case Study: Our Customers Are Not Our First Priority
Pauline Wilson, Operations Director, Virgin Holidays
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11:20

The Disruptive Opportunity: Enhancing the Digital CX Through Social Messaging
Chris Venus, VP Professional Services, Conversocial
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11:40

Fidelity International Case Study: Building the ROI Case for VoC and Proving the Value of Closing the Loop
Stella Creasey, Global Voice of the Client Lead, Fidelity International

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One

12:05

Co-op Case Study: Relevance – How to Position the Contact Centre as a Strategic Asset
Claire Carroll, Head of Co-Op Customer & Membership Services, Co-Op Service Centre
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12:25

The reality of Voice of the Customer in the UK today: What are the current practices and how to get ready for a new area of customer intelligence that delivers?
Olivier Njamfa, CEO & Founder, Eptica
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12:45

Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; Creating a Culture of Excellence in Modern Construction
Jackie Ducker, Customer Experience Director, Kier
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ENGAGING WITH THE DIGITAL CUSTOMER Part Two

14:05

Autotrader Case Study: Digital Excellence – an easier more enjoyable journey
Nick King, Insight Director, Autotrader
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14:25

Demystifying AI for Customer Engagement
Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn
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14:45

Holiday Extras Case Study: The Challenge of Customer Insight
Peter Mooney, Customer Insight Manager, Holiday Extras
Anneka Brazier, Customer Insight Analyst, Holiday Extras
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MARKETING AND THE CX

15:10

ING Case Study: Building the bank of tomorrow
Marco Eijsackers, Head of Strategy & Business Development, ING

15:30

AI is the Key to Engaging Today’s Entitled Consumer
Nick Worth, CMO, Selligent Marketing Cloud

15:50

Telegraph Group Case Study: Driving Customer Demand Through a Content-First Acquisition Strategy
Katrina Broster, Head of Acquisition Strategy, Telegraph Group
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CX STRATEGIES FOR THE CUSTOMER JOURNEY Part Two

16:40

Water Plus Case Study: Creating Calm Following the Storm
Kim Ratcliffe, CCO, WaterPlus
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17:00

Imperial London Hotels Case Study: Building Engagement in the Workplace
Gemma Todd, Head of Human Resources, Imperial London Hotels
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Blue HALL AVAILABLE PRESENTATIONS

EVOLUTION OF VOE ACROSS THE ENTERPRISE

11:00

Formica Case Study: The Importance of Investment in The Future Capability of Leadership
Emma Dixon, People and Performance Manager UK, Formica
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11:20

Human Centred Transformation – Why Transformation is No Longer a Process But a Mindset
Moritz Dinger, Market Director, Capita
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11:40

St Andrews Healthcare Case Study: Engagement on The Edge
Martin Kersey, Executive Director Human Resources, St Andrew’s Healthcare
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COMBINING CX STRATEGY WITH CULTURE

12:05

Unicorns and Zebras
Peter Finding, Partner, Taylor Vinters
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12:25

The Culture Code
Sally Earnshaw, Managing Director, Blue Sky
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12:45

What Really Drives Best Business Performance From an Employee Perspective?
Moira Clark, Director, Henley Business School
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INTERNAL COMMUNICATIONS Part One

14:05

Making ‘Be the Best for Our Clients’ Meaningful for Your People
Debbie Bennett-Jackson, Marketing Consultant, Citi Bank

14:25

M&S Case Study: Leveraging Customer Feedback in Internal Communications to Inspire, Educate and Connect
John Hetherington, Retail Finance & Operations Manager, Marks and Spencer
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14:45

Energie Fitness Case Study: How to Become the Hero of Customer Engagement in Your Organisation
Peter Croney, General Manager, Energie Fitness
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ARTIFICIAL INTELLIGENCE AND ROBOTICS

15:10

kiwi.com Case Study: Imagining the impact of voice-enabled AI on CX
Eliska Dockalova, Head of CS Innovations, kiwi.com
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15:30

Agents & Automation: Enhanced Omni-Channel Customer Engagement
Martin Taylor, Deputy CEO, Content Guru
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15:50

Exposing the realities of Chatbots, Intelligent Assistants and Digital Agents…
Simon Foot, Sales Director UK&Ire, CX Company

TRAINING, LEARNING AND DEVELOPMENT

16:40

Food Standards Agency Case Study: Transforming Our Ways of Working
Adrienne Gault, Head of People Transformation and Organisational Change, Food Standards Agency
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17:00

Zero Suicide Alliance: Mass Market on a Micro Budget
Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance
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DAY 2 AVAILABLE PRESENTATIONS

PLENARY KEYNOTES

09:05

Barclays: Humans are Still at The Heart of Banking in The Digital Age
Richard Davies, Head of Colleague Wellbeing and Citizenship, Barclays
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09:35

People Power
Sally Earnshaw, Managing Director, Blue Sky
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10:05

Unlocking the Potential of Your Workforce Through AI
Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn
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10:35

Customers Change Your Life
Stephen Robertson, CEO, The Big Issue Foundation
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Yellow Hall AVAILABLE PRESENTATIONS

FUTURE OF THE CONTACT CENTRE Part Two 

11:40

UCLAN Case Study: The Importance of Being Physically Close in a World That is Becoming More Virtual
Giles McClelland, Principal Lecturer, UCLAN
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12:00

The Future is Conversational AI, Are You Ready?
Paul White, Director of Customer Engagement, IFS World

12:20

Disappoint the Hackers and Delight your Customers
Tony Smith, Sales Director, PCI PAL
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THE FUTURE OF CX

12:40

Aston Martin Case Study: The Power of Hyper Personalisation
Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin
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13:00

Question and Answer Session
Martin Hill-Wilson, Founder, Brainfood Consulting
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13:20

Sun Finance Case Study: Customer care – the new marketing!
Zane Rudovska, Head of Customer Care & Sales, Sun Finance
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Pink Hall AVAILABLE PRESENTATIONS

EVOLUTION OF VOC ACROSS THE ENTERPRISE

11:40

Lowell Case Study: Changing perceptions: engaging a reluctant audience
Sarah Sargent, UK Director of Customer Experience, Lowell
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12:00

Driving Customer Experience Where it Matters – At The Local Level
Douglas Mancini, Vice President Sales EMEA, Critizr
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12:20

Save the Children Case Study: How Failure Can Make You Better at Engaging Audiences
Julia Barbosa, Special Projects Lead, Save the Children
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CUSTOMER AND EMPLOYEE ENGAGEMENT Part Two

12:40

South Eastern Railways Case Study: Making the Difference
Alvin Jackson, Customer Experience Champion, South Eastern Railways
Diane Burke, Commercial/ Customer Experience Director, South Eastern Railways
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13:00

Engage For Success: It’s the People, Stupid
Jo Moffatt, Core Team Member and Radio Show Co-Host, Engage for Success
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13:20

London Zoo Case Study: Value Added OD (Organisational Development) on a Shoestring
Teresa Chandler, Senior HR & Training Business Partner, London Zoo
Nichola Stallwood, Head of Organisational Development, London Zoo

Orange Hall AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT TRANSFORMATION Part Two

11:20

Customer Lifeguard Case Study
Gerry Brown, Customer Lifeguard
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12:00

National Express & Limitless Case Study: Using Crowd Service® to Deliver On-Demand Customer Support
Vinay Parmer, CX & Digital Director, National Express
Roger Beadle, CEO & Co-Founder, Operational Improvement Manager, Waitrose
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12:20

Business Stream Case Study: Customer Engagement Transformation – ‘The Journey to Customer First’
Caroline Black, Head of Customer Service & Experience Management, Business Stream
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INTERNAL COMMUNICATIONS Part Two

12:40

Laing O’Rourke Case Study: Visible and Felt Leadership – Harnessing the Human Stories of Laing O’Rourke
Sam Bleazard, Head of Internal Comms, Laing O’Rourke

13:00

Anglian Water Case Study: Using the Customer’s Perspective to Drive a Successful Employee & Customer Engagement Campaign
Louise Oliver, Project Manager, Anglian Water
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13:20

Nationwide Building Society Case Study: Transforming Operational Communications
Heather Mustafa, Senior Project Manager, Nationwide
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Blue Hall AVAILABLE PRESENTATIONS

ENGAGEMENT IN RETAIL AND LEISURE

11:40

Just Eat Case Study: Customer Experience Starts with Your People
Iselin Lovold, Group Head of Restaurant Operations, Just Eat

12:00

Marks & Spencer Case Study: Natural Language Processing (NLP) Transformative Developments
Chris McGrath, IT Programme Manager , Marks & Spencer
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12:20

Panel Discussion
Iselin Lovold, Group Head of Restaurant Operations, Just Eat
Chris McGrath, IT Programme Manager , Marks & Spencer

CROSS SECTOR CUSTOMER AND EMPLOYEE ENGAGEMENT

12:40

Belron Case Study: Self Service & The Vanishing Customer
Sean McMahon, Customer Contact Innovation Manager, Belron
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13:00

Policy Expert Case Study: The Evolution of Customer Experience
Tom Cleaver, Customer Excellence Team Manager, Policy Expert
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13:20

How Employee Engagement in TCS is Helping the Organisation’s Business Transformation Journey
Ramkumar Chandrasekaran, HR Director,  Tata Consultancy Services
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