Knowledge - Insights: Presentation Slides

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
View Presentation Slides

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

You may also like...

Keep Up To Date - Subscribe To Our Email Newsletter Today

Get the latest industry news direct to your inbox on all your devices.

We may use your information to send you details about goods and services which we feel may be of interest to you. We will process your data in accordance with our Privacy Policy as displayed on our parent website https://ebm.media