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…

AVAILABLE PRESENTATIONS Plenary KEYNOTES
09:10	BT Case Study: Opening Keynote: The Autonomous Customer 2020 Nicola Millard, Head of Customer Insight & Futures, BT	View Presentation Slides
09:35	RWE npower Case Study: Transforming Customer-focused Operations Chris Thewlis, Chief Operating Officer, npower	View Presentation Slides
10:00	Virgin Holidays Case Study: Transforming our Customer Centre Luke Squires, Head of Customer Centre & Sales Engagement, Virgin Holidays	View Presentation Slides

HALL 1 AVAILABLE PRESENTATIONS
HALL 1: AI AUTOMATION AND SELF SERVICE
11:00	AI and Agents: Transforming Customer Experience Koby Ademume, EMEA Marketing Director, NICE inContact
11:20	Motability Operations Ltd. Case Study: Virtual vs. Human Interaction: Is Omnichannel really the right thing? Llaura Hughes, Communications & Development Team Manager, Motability Operations	View Presentation Slides
11:40	Chatbots: Why They Fail, Best Practices, and At-Scale Success Stories Stephen Kennedy, Head of EMEA Pre-Sales, eGain
HALL 1: CUSTOMER INSIGHT AND ANALYTICS
12:00	Vodafone Case Study: How can we Enable Customer Success in a Digital World? Jason Hendrey, Global Head of Commercial & Service Management, Vodafone Business	View Presentation Slides
12:20	Real Stories, Real Customer Success and How They Got There with AI Fueled Speech Analytics Mark Lockyer, Sales Director UK & EMEA, CallMiner	View Presentation Slides
12:40	Sky Case Study: No Bots, No Cost – The Contact Centre as a CX Hub Nick Macfarlane, Head of Customer Experience, Sky Spain	View Presentation Slides
HALL 1: CONTACT CENTRES: THE CX AND THE EX
14:00	Employee Engagement: The Secret Ingredient Your CX is Missing Garry Ovenell, Head of Solution Consulting, Talkdesk	View Presentation Slides
14:20	Co-op Case Study: Transforming Business Services: It’s What We Do Adrian Morely, Change Manager, Co-op	View Presentation Slides
14:40	From Contact Centre to Experience Centre – Reaping the Benefits Jagrit Malhotra, Managing Director, Clarabridge	View Presentation Slides
HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO
15:00	Marks & Spencer Case Study: Ava: Conversational Experiences Delivered Bogdan Grigorescu, AI Platform Manager, Marks and Spencer	View Presentation Slides
15:20	How Cloud Telephony is Enabling the Future Contact Centre Workforce Justin Powell, Development Director, NFON
15:40	Beauty Bay Case Study: Tech first strategy for Customer Service whilst retaining the importance of a personal customer journey. Gavin Scott, Head of Customer Service, Beauty Bay
HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO
16:30	Liberty Mutual Insurance Case Study: Voice Enabled Virtual Assistants are Transforming the Traditional Call Centre Laura Macfarland, Software Technologist, Liberty Mutual Insurance Chris Gormley, Software Technologist, Liberty Mutual Insurance	View Presentation Slides
16:50	Bought By Many Case Study: Listening to customers and colleagues alike to become the UK’s most Trusted Pet Insurer Alexander King, Head of Customer Service, Bought By Many	View Presentation Slides

HALL 2 AVAILABLE PRESENTATIONS
HALL 2: CX INNOVATION AND TRANSFORMATION – PART ONE
11:00	The Guardian Case Study: Insurgent CX: how to champion your customers in organisations that are not customer centric Ben Lappin, Director, Retention & Customer Experience, Guardian News & Media	View Presentation Slides
11:20	How putting employees first will save the (Customer Service) world Ed Creasey, Director of Presales, Calabrio	View Presentation Slides
11:40	Share UK Case Study: CX Excellence at the Share Centre Mary Cope, Head of HR, Learning and Development, The Share Centre Gavin Morden, Head of Customer Services, The Share Centre	View Presentation Slides
HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART ONE
12:00	Where Brand Loyalty, Emotional Intelligence & Technology Coincide Neil Titcomb, Managing Director UKI, Odigo	View Presentation Slides
12:20	Microsoft Case Study: Technology, Customers and Colleagues Andrew McGuigan, Director of Advocate & Engineer Engagement, Microsoft	View Presentation Slides
12:40	Agents of Change and the Multilingual Hub Edmund Ovington, VP Global Channel & Alliances, Unbabel Paula Kennedy-Garcia, Vice President, Concentrix
HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART TWO
14:00	Micro Scooters UK Case Study: Putting the Customer at the Centre – How Micro Scooters set out to Genuinely Help its Customers Ben Gibson, Managing Director, Micro Scooters UK
14:20	KBC Bank Ireland Case Study: Developing our future colleagues Bob Stella, Operational Effectiveness Manager, KBC Bank Ireland	View Presentation Slides
14:40	Ernst & Young Case Study: Seven steps to operations heaven in the contact centre Susanne Vanner, Partner, Ernst & Young LLP
HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE
15:00	Centrica Case Study: Barriers and Opportunities to the Delivery of Customer Experience Patricia Sanchez-Diaz, Customer Experience Lead, Senior Manager, Centrica	View Presentation Slides
15:20	Booking.com Case Study: Collaborating with our Supply Partners to improve CX Ian Naylor, Head of Customer Operations Excellence, Booking.com
15:40	Bupa Global Case Study: The DNA of Customer Experience – How to Culture Shift a Global Organisation Adam Corfield, MI Manager, Operational Excellence, Bupa Global	View Presentation Slides
HALL 2: CUSTOMER AND EMPLOYEE ENGAGEMENT
16:30	Census Life Case Study: Recognising talent from ‘behind the walls’ Richard Rowley, Managing Director, Census Life Nicola Whitbread, Operations Manager, Census Life
16:50	Trouble at t’ mill Gerry Brown, Chief Customer Rescue Officer, The Customer Lifeguard	View Presentation Slides

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Knowledge - Insights: Presentation Slides

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

AVAILABLE PRESENTATIONS

Plenary KEYNOTES

09:10

09:35

10:00

HALL 1 AVAILABLE PRESENTATIONS

HALL 1: AI AUTOMATION AND SELF SERVICE

11:00

11:20

11:40

HALL 1: CUSTOMER INSIGHT AND ANALYTICS

12:00

12:20

12:40

HALL 1: CONTACT CENTRES: THE CX AND THE EX

14:00

14:20

14:40

HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO

15:00

15:20

15:40

HALL 1: CX INNOVATION AND TRANSFORMATION – PART TWO

16:30

16:50

HALL 2 AVAILABLE PRESENTATIONS

HALL 2: CX INNOVATION AND TRANSFORMATION – PART ONE

11:00

11:20

11:40

HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART ONE

12:00

12:20

12:40

HALL 2: CONTACT CENTRE AND THE CUSTOMER/EMPLOYEE JOURNEY – PART TWO

14:00

14:20

14:40

HALL 2: SERVICE DESIGN IN THE CONTACT CENTRE

15:00

15:20

15:40

HALL 2: CUSTOMER AND EMPLOYEE ENGAGEMENT

16:30

16:50

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