Knowledge - Insights: Presentation Slides
DAY 1 AVAILABLE PRESENTATIONSPlenary KEYNOTES |
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09:05 |
The Truth about Trust Helen Wilson, Global CXO of Customer Experience, Ipsos Mori |
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09:25 |
Where Brand Loyalty, Emotional Intelligence and Technology Coincide Andrew Hall, Strategy, Innovation & Engagement Leader, Odigo |
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09:45 |
Capitalising on Trust: How Transparency in a Relationship can drive Customer Value Jessica Poore, Head of Customer Marketing, Virgin Media |
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10:05 |
Time for a Revolution: How to Beat the CX Slump Claire Sporton, Senior Vice President, Customer Experience Innovation, Confirmit |
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Yellow HALL AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT TRANSFORMATION Part One |
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11:00 |
The Big Bite-size Breakfast Show: Driving Improvement Through Immersive Experiences Nicholas Brice, Keynote Speaker, Facilitator, and Consultant, 360 Degree Vision |
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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 |
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11:40 |
Trust is the New Black Moira Clark, Director, Henley Business School |
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One |
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12:05 |
Mining CX Gold in Spain Nick Macfarlane, Head of Customer Service Operations, Sky |
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12:25 |
WhatsApp and Co. in Customer Service: Five Success Stories and 10 Key Hacks Birgit Bucher, International Marketing Manager, MessengerPeople |
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12:45 |
The First and the Last Generation Paul Harvey, Head of Insight and Analysis, WWF-UK |
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FUTURE OF THE CONTACT CENTRE Part One |
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14:05 |
The Autonomous Customer – 2019 Nicola Millard, Head of Customer Insight & Futures, BT |
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14:25 |
People Love Working at Bupa and Love our Customers Anna Wilcox, Head of Customer Experience, Bupa |
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14:45 |
Breaking the Mould Richard Rowley, Managing Director, Census Life Nicola Whitbread, Operations Manager, Census Life |
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two |
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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 |
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15:30 |
It’s 2019 and your Brand needs to think like a Media Company James Lammon, Head of Content, Buzzfeed |
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15:50 |
Humanising Digital Futures Clive Grinyer, Head of Service Design, Royal College of Art |
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LINKING VOE AND VOC |
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16:40 |
Targeting Employee Experience to Improve Customer Experience Harriet Rowe, UK Customer Transformation Programme Manager, National Grid |
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17:00 |
Customer Care within an Affiliate Business Victoria Powell, Customer Care Team Lead, Lyst |
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Pink HALL AVAILABLE PRESENTATIONS |
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CUSTOMER AND EMPLOYEE ENGAGEMENT Part One |
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11:00 |
Creating a Culture of Caring Matt Hale, Head of Visitor Experience, Southbank Centre |
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11:20 |
Gamify your Operation Almir Muminovic, Vice President Member Services, Tide |
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11:40 |
The Power of Like-minded People and Big Goals in CX Andrew McGuigan, Director of Advocate & Engineer Engagement, Microsoft |
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THE EVOLUTION OF CX SERVICE DESIGN Part One |
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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 |
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12:25 |
Mass Brands and Customer Experience. Authenticity at the Core Riccardo Brenna, Head of Insights, Intelligence, and Innovation, Ferrero UK & I |
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12:45 |
The Evolution of CX Service Design Carly Gibbs, Head of Guest Experience, Enjoy-Work |
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ENGAGEMENT IN FS MEDIA AND THIRD SECTOR |
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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 |
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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 |
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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. |
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ENGAGEMENT IN RETAIL |
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15:10 |
AI with a Human Touch: Building a Digital-first Strategy Around the Customer Mark Billingham, Customer Operations Director, Shop Direct |
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15:30 |
Think Twice Tweet Once: The Art of Customer Engagement on Social Media Pete Doyle, Founder and CEO, Hobbycraft/ SocialRetail Group |
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15:50 |
Customer-centric Business Transformation: What we Learnt from Listening to our Customers Anna Fenten, Head of Brand, Marketing and Communications, Searcys |
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THE EVOLUTION OF CX SERVICE DESIGN Part Two |
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16:40
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Inclusive Design – Towards Supporting Difference Dana Zabet, Senior User Experience Designer, John Lewis |
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17:00 |
VOE & VOC: Separated at Birth – Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard |
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Orange HALL AVAILABLE PRESENTATIONS |
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ENGAGING WITH THE DIGITAL CUSTOMER Part One |
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11:00 |
Your Customers are Talking. Are you Ready to Listen? Joe Rice, Developer and Enterprise Solutions Sales Lead, Twitter |
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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 |
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CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One |
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12:05 |
Winning the Hearts, Minds, and Money of Clients Alan Whitaker, CEO and Chairman, Billion Child Foundation |
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12:25 |
Customer Trust – The Foundation of Better Customer Experience Sunny Singh, Field Marketing Manager – UKI, Freshworks Europe |
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12:45 |
View from the Boardroom Keith Gait, Customer Service Director, Stagecoach |
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ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE |
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14:05 |
Customer Experience Transformation within Kiwi.com Eliška Dočkalová, Director of Customer Experience, Kiwi.com |
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14:25 |
Customer Retention: It’s a Team Game Jozef Brodala, Community Manager, Forza Football |
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14:45 |
The Mobile Network run by its Members David Caton, Head of Proposition, Loyalty & CRM, giffgaff |
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15:10 |
Don’t be fooled by a smile. The role of trust in marketing. Antony Antoni, Global Brand Lead, World Animal Protection |
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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 |
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15:50 |
How to Harness Loyalty Richard Spencer, Director, About Loyalty |
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MARKETING AND THE CX |
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16:40 |
Measuring the Quality of FT.com Daisy Donald, Head of CX Research, Financial Times |
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17:00 |
Colleagues as Customers Neil Gregory, Head of Customer Happiness, Naked Wines |
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Blue HALL AVAILABLE PRESENTATIONS |
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EVOLUTION OF VOE ACROSS THE ENTERPRISE |
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11:00 |
Engagement, Experience, Loyalty – Does it Matter? Jo Moffatt, Co-Strategy Director and Radio show host, Engage for Success |
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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 |
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EVOLUTION OF VOC ACROSS THE ENTERPRISE |
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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 |
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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 |
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12:45 |
Audience-first – The Best Digital Marketing Strategy Lilia Dikova, Head of Digital, Make It Cheaper |
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INTERNAL AND CUSTOMER COMMUNICATIONS Part One |
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14:05 |
How Yammer is changing the way we communicate at ZSL Clare Bowers, Internal Communications Manager, Zoological Society of London |
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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 |
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14:45 |
Customer Engagement in the Education Industry Angel Lozano, Director of Institutional Advancement, Tassis American School |
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ARTIFICIAL INTELLIGENCE AND ROBOTICS |
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15:10 |
Look Who’s Talking: Brand and Persona in Connected Devices Wally Brill, Head of Conversation Design Advocacy & Education, Google |
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15:30 |
Building an Approach for Success: The Samsung Analytics Story Nick Milne, Director, Customer & Marketing Analytics, Samsung Europe, Samsung Electronics |
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15:50 |
Data: The World’s most Valuable Resource? Matthew Gardiner, CEO, Catch London |
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WELLNESS AND DEVELOPMENT |
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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 |
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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 |
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DAY 2 AVAILABLE PRESENTATIONS |
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PLENARY KEYNOTES |
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09:05 |
Trust and the Customer Experience: Insights from the Edelman Trust Barometer Gerry Wisniewski, Managing Director for Technology in the UK & Ireland, Edelman |
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09:35 |
Trust at the Heart of Organisational Culture Steve Bent, Managing Director, Blue Sky |
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10:05 |
To Build the Trust of your Customers, take a long, hard Look at Yourself Greg Reed, CEO, HomeServe |
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10:35 |
Seven Steps to better CX: Your Customers are Talking. Are you Listening? Richard McCrossan, Global Digital Lead, Genesys Digital |
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Yellow Hall AVAILABLE PRESENTATIONS |
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FUTURE OF THE CX Part One |
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11:35 |
Are your Employees Really the Key to Improving your Customer Experience? Beth Jones, Group Head of Customer Experience, Arnold Clark Motors |
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12:00 |
Getting with the Customer Experience Transformation Programme Louise Oliver, Project Manager & Customer Experience Business Lead, Anglian Water |
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THE FUTURE OF CX Part Two |
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12:25 |
Sustaining Trust in Teams and Audiences. Sandra Lynes Timbrell, Director of Visitor Experience, Shakespeare’s Globe |
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12:50 |
How we have Built, and Continue to Build, Trust with our Customers Dee Malone, Chief Customer Officer, Yell |
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Pink Hall AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT TRANSFORMATION Part Two |
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11:35 |
Creating Trust with Customers Susan Stockwell, Group Director of Customer Services and Operations, Hyde Housing |
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12:00 |
Creating Effortless and Memorable Customer Interactions and the Contact Centres of KLM and Air France Herbert Vershuren, VP Customer Marketing, KLM |
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INTERNAL AND CUSTOMER COMMUNICATIONS Part Two |
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12:25 |
Creating an Organisation Built on Trust Aimee Symonds, Head of Internal Communications and Engagement, Intellectual Property Office |
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12:50 |
The Power of People in the drive for Customer Experience Success Rosie Bailey, Director of Customer Management, City Sprint |
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Orange Hall AVAILABLE PRESENTATIONS |
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COMBINING CX STRATEGY WITH CULTURE |
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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 |
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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 |
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CUSTOMER AND EMPLOYEE ENGAGEMENT Part Two |
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12:25 |
Building Lifetime Value: Insights from the UK’s most Trusted Pet Insurer Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many |
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12:50 |
The Rolling out of Team Brighton Martin Perry, Executive Director, Brighton & Hove Albion Football Club |
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Blue Hall AVAILABLE PRESENTATIONS |
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CLOSING PLENARY |
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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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