Knowledge - Insights: Presentation Slides

 

HALL 1 AVAILABLE PRESENTATIONS

Plenary

09:05

Translating customer behaviour into £££
Colin Shaw, CEO & Founder, Beyond Philosophy
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09:35

Becoming Millennial – Transforming Customer Experience Expectations Across All Generations
Andrew Hall, UK Evangelist, Odigo
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Transformation- our people and our customers- part one 

11:20

CX Fixer-Upper: How a listening audit could hold the key to renovating your programme
Phil Durand, Customer Experience Management Director, Confirmit
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11:40

O2 Case Study: Putting customers at the heart of our business
Emma Postill, Head of Voice of the Customer & Measurement, O2
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Personalisation of the customer experience- part one

12:00

BBC Studios Case Study: Who really is the customer here?
Andrew Moultrie, Managing Director, Consumer Products and Publishing, BBC Studios
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12:20

Virgin Holidays Case Study: From a sales first to a service first model – The role of the thoughtful expert
Martin Henderson, Head of Overseas Operations, Virgin Holidays
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12:40

Transformation and growth at Vogue: An audience-first approach
Sarah Marshall, Head of Audience Growth, Vogue International
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Transformation- our people and our customers- part two

14:40

Using Customer Engagement to Improve Lives for People Living with Sight Loss and a Range of Other Disabilities
Louise Ferguson, PA to CEO, Henshaws
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The rise of customer service design

16:30

Membership Economics TM: How to make money from membership and subscriptions
Sam Jordan, Executive Vice President, North America, Manifesto
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17:00

Southeastern Railway – The Best Design is No Design
Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway
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HALL 2 AVAILABLE PRESENTATIONS

Customer engagement transformation in financial services media and retail

11:00

Nectarsleep Case Study: A journey of Transition: From small transactions for highly emotional occasions to High Value transactions by emotional consumers
Ruth Genezalo, Head of CS & Experience, Nectar Sleep by Resident
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11:40 Making Direct Line Group’s Customer Ambition a Reality
Katrina King, Head of Customer Value Strategy & Performance, Direct Line
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Technology and customer engagement- part one

12:00

The 2 A’s in AI: Artificial and Augmented Intelligence
Sandra Schroeter, International Head, Customer Engagement Technologies, Bold 360
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12:20

Brompton Bicycles Case Study: From Manufacturer to Multichannel – how an iconic British brand is embracing the customer
Harry Mann, Head of Customer Experience, Brompton Bicycles
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12:40

Delivering connected experiences that spark imagination, create conversation and drive pipeline
Claire Carsberg, Managing Director, Think JPC
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Personalisation of the customer experience- part two

14:20

Inner Circle Case Study: Offering singles a refined dating experience
Michael Krayenhoff, COO and Founder, The Inner Circle
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14:40

Insights about loyalty to help nurture your customer evangelists
Richard Spencer, Director, About Loyalty
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Digital customer engagement transformation

15:00

The Mobile Network run by its Members
David Caton, Head of Proposition, CRM & Loyalty, Giffgaff
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15:20

The Five Forces of Customer Experience – Ipsos’ CX experts reveal the science behind strong customer-brand relationships
Murray Goodwin, Director, Customer Experience Advisory & Jean-Francois Damais, Global Chief Research Officer, Ipsos Mori
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15:40

How to create a shop floor employee advocacy platform for your shop floor colleagues to provide an exceptional customer service over Twitter
Pete Doyle, Founder & CEO, Social Retail Group
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Technology and customer engagement- part two

16:30

Customer Experience & Digital Transformation – Separated at Birth, Reunited by a Common Purpose
Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard
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16:50

Will SMART data take customer experience to the next level?
Christopher Brooks, Customer Excellence, Enzen
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17:10

Can you create an insurance company that people love?
Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many
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