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…

DAY 1 AVAILABLE PRESENTATIONS Plenary KEYNOTES
09:05	The Truth about Trust Helen Wilson, Global CXO of Customer Experience, Ipsos Mori	View Presentation Slides
09:25	Where Brand Loyalty, Emotional Intelligence and Technology Coincide Andrew Hall, Strategy, Innovation & Engagement Leader, Odigo	View Presentation Slides
09:45	Capitalising on Trust: How Transparency in a Relationship can drive Customer Value Jessica Poore, Head of Customer Marketing, Virgin Media	View Presentation Slides
10:05	Time for a Revolution: How to Beat the CX Slump Claire Sporton, Senior Vice President, Customer Experience Innovation, Confirmit	View Presentation Slides
Yellow HALL AVAILABLE PRESENTATIONS
CUSTOMER ENGAGEMENT TRANSFORMATION Part One
11:00	The Big Bite-size Breakfast Show: Driving Improvement Through Immersive Experiences Nicholas Brice, Keynote Speaker, Facilitator, and Consultant, 360 Degree Vision	View Presentation Slides
11:20	We get it – CX Programmes are Important and Supposed to drive Change, but what if they Don’t? John White, Consulting Director, Customer Experience, Kantar	View Presentation Slides
11:40	Trust is the New Black Moira Clark, Director, Henley Business School	View Presentation Slides
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One
12:05	Mining CX Gold in Spain Nick Macfarlane, Head of Customer Service Operations, Sky	View Presentation Slides
12:25	WhatsApp and Co. in Customer Service: Five Success Stories and 10 Key Hacks Birgit Bucher, International Marketing Manager, MessengerPeople
12:45	The First and the Last Generation Paul Harvey, Head of Insight and Analysis, WWF-UK	View Presentation Slides
FUTURE OF THE CONTACT CENTRE Part One
14:05	The Autonomous Customer – 2019 Nicola Millard, Head of Customer Insight & Futures, BT
14:25	People Love Working at Bupa and Love our Customers Anna Wilcox, Head of Customer Experience, Bupa	View Presentation Slides
14:45	Breaking the Mould Richard Rowley, Managing Director, Census Life Nicola Whitbread, Operations Manager, Census Life	View Presentation Slides
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two
15:10	How Skipton Building Society used Social Media to help Deliver their Social Purpose Lynne Cook, Head of Marketing, Skipton Building Society Claire Davey, Director of Direct Distribution, Skipton Building Society	View Presentation Slides
15:30	It’s 2019 and your Brand needs to think like a Media Company James Lammon, Head of Content, Buzzfeed	View Presentation Slides
15:50	Humanising Digital Futures Clive Grinyer, Head of Service Design, Royal College of Art	View Presentation Slides
LINKING VOE AND VOC
16:40	Targeting Employee Experience to Improve Customer Experience Harriet Rowe, UK Customer Transformation Programme Manager, National Grid	View Presentation Slides
17:00	Customer Care within an Affiliate Business Victoria Powell, Customer Care Team Lead, Lyst	View Presentation Slides

Pink HALL AVAILABLE PRESENTATIONS
CUSTOMER AND EMPLOYEE ENGAGEMENT Part One
11:00	Creating a Culture of Caring Matt Hale, Head of Visitor Experience, Southbank Centre	View Presentation Slides
11:20	Gamify your Operation Almir Muminovic, Vice President Member Services, Tide	View Presentation Slides
11:40	The Power of Like-minded People and Big Goals in CX Andrew McGuigan, Director of Advocate & Engineer Engagement, Microsoft	View Presentation Slides
THE EVOLUTION OF CX SERVICE DESIGN Part One
12:05	Helping drive Customer-centric Culture: My Customer Connect – Fidelity’s Transformational Executive Close Loop Programme Stella Creasey, Global Voice of the Customer Director, Fidelity International
12:25	Mass Brands and Customer Experience. Authenticity at the Core Riccardo Brenna, Head of Insights, Intelligence, and Innovation, Ferrero UK & I	View Presentation Slides
12:45	The Evolution of CX Service Design Carly Gibbs, Head of Guest Experience, Enjoy-Work	View Presentation Slides
ENGAGEMENT IN FS MEDIA AND THIRD SECTOR
14:05	Car Dealers aren’t all like Matilda’s dad, you know? Bethany Hibbert, Customer Experience & Operational Lead, Auto Trader Group Marc Thornborough, Brand Director (Independent sector), Auto Trader Group	View Presentation Slides
14:25	The Power to Shock. Why we need to Control Social Media and not let it Control us in the Wildlife Space Will Travers, President, Born Free Foundation	View Presentation Slides
14:45	The Service Profit Chain in Action – Engaging your Customers and your Teams for Stellar Results! Richard Stollery, Customer Experience Director, The Share Centre Ltd.
ENGAGEMENT IN RETAIL
15:10	AI with a Human Touch: Building a Digital-first Strategy Around the Customer Mark Billingham, Customer Operations Director, Shop Direct	View Presentation Slides
15:30	Think Twice Tweet Once: The Art of Customer Engagement on Social Media Pete Doyle, Founder and CEO, Hobbycraft/ SocialRetail Group	View Presentation Slides
15:50	Customer-centric Business Transformation: What we Learnt from Listening to our Customers Anna Fenten, Head of Brand, Marketing and Communications, Searcys	View Presentation Slides
THE EVOLUTION OF CX SERVICE DESIGN Part Two
16:40	Inclusive Design – Towards Supporting Difference Dana Zabet, Senior User Experience Designer, John Lewis
17:00	VOE & VOC: Separated at Birth – Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard	View Presentation Slides

Orange HALL AVAILABLE PRESENTATIONS
ENGAGING WITH THE DIGITAL CUSTOMER Part One
11:00	Your Customers are Talking. Are you Ready to Listen? Joe Rice, Developer and Enterprise Solutions Sales Lead, Twitter
11:20	LIVE AUDIENCE POLLING: THE IMPORTANCE OF TRUST AND TRANSPARENCY	View Presentation Slides
11:40	Designing Learning Experiences for Professionals Matt Jenner, Learner Experience Lead, Futurelearn
CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One
12:05	Winning the Hearts, Minds, and Money of Clients Alan Whitaker, CEO and Chairman, Billion Child Foundation	View Presentation Slides
12:25	Customer Trust – The Foundation of Better Customer Experience Sunny Singh, Field Marketing Manager – UKI, Freshworks Europe	View Presentation Slides
12:45	View from the Boardroom Keith Gait, Customer Service Director, Stagecoach	View Presentation Slides
ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE
14:05	Customer Experience Transformation within Kiwi.com Eliška Dočkalová, Director of Customer Experience, Kiwi.com
14:25	Customer Retention: It’s a Team Game Jozef Brodala, Community Manager, Forza Football
14:45	The Mobile Network run by its Members David Caton, Head of Proposition, Loyalty & CRM, giffgaff

15:10	Don’t be fooled by a smile. The role of trust in marketing. Antony Antoni, Global Brand Lead, World Animal Protection
15:30	Being Consumer-centric in the Digital Universe – A Case Study Around Trebor’s Give Me Strength Digital Campaign Rafael Espesani, Senior Brand Manager, Gum & Candy, Mondelēz International
15:50	How to Harness Loyalty Richard Spencer, Director, About Loyalty	View Presentation Slides
MARKETING AND THE CX
16:40	Measuring the Quality of FT.com Daisy Donald, Head of CX Research, Financial Times	View Presentation Slides
17:00	Colleagues as Customers Neil Gregory, Head of Customer Happiness, Naked Wines

Blue HALL AVAILABLE PRESENTATIONS
EVOLUTION OF VOE ACROSS THE ENTERPRISE
11:00	Engagement, Experience, Loyalty – Does it Matter? Jo Moffatt, Co-Strategy Director and Radio show host, Engage for Success	View Presentation Slides
11:20	LIVE AUDIENCE POLLING: THE IMPORTANCE OF TRUST AND TRANSPARENCY	View Presentation Slides
11:40	Turning Engagement Into Action Kate Jones, Head of Communications and Corporate Affairs, Tarmac
EVOLUTION OF VOC ACROSS THE ENTERPRISE
12:05	A relationship? Engagement? Or a casual fling? What do customers really want from us, and how do we attempt to give it to them? Ben Kay, Director of Brand and Customer Engagement, Thames Water	View Presentation Slides
12:25	In a World where Stores are Consistently Closing, how do you Empower the Entire Organisation to take Action with Customer Feedback? Douglas Mancini, Vice President Sales EMEA, Critizr	View Presentation Slides
12:45	Audience-first – The Best Digital Marketing Strategy Lilia Dikova, Head of Digital, Make It Cheaper	View Presentation Slides
INTERNAL AND CUSTOMER COMMUNICATIONS Part One
14:05	How Yammer is changing the way we communicate at ZSL Clare Bowers, Internal Communications Manager, Zoological Society of London	View Presentation Slides
14:25	Building Culture: Is it the same on the Inside of the tent as the view on the Outside… Charlotte Tickle, People Director, Riverford
14:45	Customer Engagement in the Education Industry Angel Lozano, Director of Institutional Advancement, Tassis American School	View Presentation Slides
ARTIFICIAL INTELLIGENCE AND ROBOTICS
15:10	Look Who’s Talking: Brand and Persona in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google
15:30	Building an Approach for Success: The Samsung Analytics Story Nick Milne, Director, Customer & Marketing Analytics, Samsung Europe, Samsung Electronics	View Presentation Slides
15:50	Data: The World’s most Valuable Resource? Matthew Gardiner, CEO, Catch London
WELLNESS AND DEVELOPMENT
16:40	Building a Culture of Creativity and Engagement Through Trust Afeef Hussain, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resorts and Hotels
17:00	How Important are Staff Values in Improving the lives of those Living with Sight Loss? How have we Strategically Embedded these Values? Louise Ferguson, Executive Assistant to CEO, Henshaws	View Presentation Slides

DAY 2 AVAILABLE PRESENTATIONS
PLENARY KEYNOTES
09:05	Trust and the Customer Experience: Insights from the Edelman Trust Barometer Gerry Wisniewski, Managing Director for Technology in the UK & Ireland, Edelman	View Presentation Slides
09:35	Trust at the Heart of Organisational Culture Steve Bent, Managing Director, Blue Sky	View Presentation Slides
10:05	To Build the Trust of your Customers, take a long, hard Look at Yourself Greg Reed, CEO, HomeServe	View Presentation Slides
10:35	Seven Steps to better CX: Your Customers are Talking. Are you Listening? Richard McCrossan, Global Digital Lead, Genesys Digital	View Presentation Slides
Yellow Hall AVAILABLE PRESENTATIONS
FUTURE OF THE CX Part One
11:35	Are your Employees Really the Key to Improving your Customer Experience? Beth Jones, Group Head of Customer Experience, Arnold Clark Motors	View Presentation Slides
12:00	Getting with the Customer Experience Transformation Programme Louise Oliver, Project Manager & Customer Experience Business Lead, Anglian Water
THE FUTURE OF CX Part Two
12:25	Sustaining Trust in Teams and Audiences. Sandra Lynes Timbrell, Director of Visitor Experience, Shakespeare’s Globe	View Presentation Slides
12:50	How we have Built, and Continue to Build, Trust with our Customers Dee Malone, Chief Customer Officer, Yell	View Presentation Slides
Pink Hall AVAILABLE PRESENTATIONS
CUSTOMER ENGAGEMENT TRANSFORMATION Part Two
11:35	Creating Trust with Customers Susan Stockwell, Group Director of Customer Services and Operations, Hyde Housing
12:00	Creating Effortless and Memorable Customer Interactions and the Contact Centres of KLM and Air France Herbert Vershuren, VP Customer Marketing, KLM
INTERNAL AND CUSTOMER COMMUNICATIONS Part Two
12:25	Creating an Organisation Built on Trust Aimee Symonds, Head of Internal Communications and Engagement, Intellectual Property Office	View Presentation Slides
12:50	The Power of People in the drive for Customer Experience Success Rosie Bailey, Director of Customer Management, City Sprint	View Presentation Slides
Orange Hall AVAILABLE PRESENTATIONS
COMBINING CX STRATEGY WITH CULTURE
11:35	Creating a Culture where both Customers and Colleagues feel as though their Voices are Heard and that they are Engaged through a Journey? Luke Adebiyi, Lead, Client Engagement, Capital International Group	View Presentation Slides
12:00	Panel discussion on CX strategy and culture: Exploring the links between Employee Experience and Customer Experience, a new Battleground for Competitive Advantage Niall Cluley, Managing Director, Dragonfish Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard David Wales, Founder, SharedAim Ian Naylor, Customer Experience Transformation Leader, Booking.com
CUSTOMER AND EMPLOYEE ENGAGEMENT Part Two
12:25	Building Lifetime Value: Insights from the UK’s most Trusted Pet Insurer Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many	View Presentation Slides
12:50	The Rolling out of Team Brighton Martin Perry, Executive Director, Brighton & Hove Albion Football Club	View Presentation Slides
Blue Hall AVAILABLE PRESENTATIONS
CLOSING PLENARY
13:15	Building the Organisation of the Future: Seven Insights from Google Tanu Gupta, Head of Customer Culture & Change, Google Cloud

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Knowledge - Insights: Presentation Slides

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

DAY 1 AVAILABLE PRESENTATIONS

Plenary KEYNOTES

09:05

09:25

09:45

10:05

Yellow HALL AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT TRANSFORMATION Part One

11:00

11:20

11:40

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One

12:05

12:25

12:45

FUTURE OF THE CONTACT CENTRE Part One

14:05

14:25

14:45

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two

15:10

15:30

15:50

LINKING VOE AND VOC

16:40

17:00

Pink HALL AVAILABLE PRESENTATIONS

CUSTOMER AND EMPLOYEE ENGAGEMENT Part One

11:00

11:20

11:40

THE EVOLUTION OF CX SERVICE DESIGN Part One

12:05

12:25

12:45

ENGAGEMENT IN FS MEDIA AND THIRD SECTOR

14:05

14:25

14:45

ENGAGEMENT IN RETAIL

15:10

15:30

15:50

THE EVOLUTION OF CX SERVICE DESIGN Part Two

16:40

17:00

Orange HALL AVAILABLE PRESENTATIONS

ENGAGING WITH THE DIGITAL CUSTOMER Part One

11:00

11:20

11:40

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One

12:05

12:25

12:45

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

14:05

14:25

14:45

15:10

15:30

15:50

MARKETING AND THE CX

16:40

17:00

Blue HALL AVAILABLE PRESENTATIONS

EVOLUTION OF VOE ACROSS THE ENTERPRISE

11:00

11:20

11:40

EVOLUTION OF VOC ACROSS THE ENTERPRISE

12:05

12:25

12:45

INTERNAL AND CUSTOMER COMMUNICATIONS Part One

14:05

14:25

14:45