Knowledge - Insights: Presentation Slides

 

HALL 1 AVAILABLE PRESENTATIONS

Plenary

09:05

 Translating customer behaviour into £££
Colin Shaw, CEO & Founder, Beyond Philosophy		 View Presentation Slides

09:35

 Becoming Millennial – Transforming Customer Experience Expectations Across All Generations
Andrew Hall, UK Evangelist, Odigo		 View Presentation Slides

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		 View Presentation Slides

11:40

 O2 Case Study: Putting customers at the heart of our business
Emma Postill, Head of Voice of the Customer & Measurement, O2		 View Presentation Slides

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		 View Presentation Slides

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		 View Presentation Slides

12:40

 Transformation and growth at Vogue: An audience-first approach
Sarah Marshall, Head of Audience Growth, Vogue International		 View Presentation Slides

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		 View Presentation Slides

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		 View Presentation Slides

17:00

 Southeastern Railway – The Best Design is No Design
Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway		 View Presentation Slides

 

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		 View Presentation Slides
11:40 Making Direct Line Group’s Customer Ambition a Reality
Katrina King, Head of Customer Value Strategy & Performance, Direct Line		 View Presentation Slides

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		 View Presentation Slides

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		 View Presentation Slides

12:40

 Delivering connected experiences that spark imagination, create conversation and drive pipeline
Claire Carsberg, Managing Director, Think JPC		 View Presentation Slides

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		 View Presentation Slides

14:40

 Insights about loyalty to help nurture your customer evangelists
Richard Spencer, Director, About Loyalty		 View Presentation Slides

Digital customer engagement transformation

15:00

 The Mobile Network run by its Members
David Caton, Head of Proposition, CRM & Loyalty, Giffgaff		 View Presentation Slides

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		 View Presentation Slides

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		 View Presentation Slides

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		 View Presentation Slides

16:50

 Will SMART data take customer experience to the next level?
Christopher Brooks, Customer Excellence, Enzen		 View Presentation Slides

17:10

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