Knowledge - Insights: Presentation Slides

 

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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