Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
Let’s build better experiences for your customers
Extensive research demonstrates that those responsible for customer contact feel like there has been no time to catch up. Few organisations have a contact mix that generates the capacity to care for vulnerable customers while meeting the inevitable demands of recessionary cost cutting.
The very best organisations are persistent, willing to innovate and discover what works by 'doing'. They collaborate and are willing to learn from others.
There's no better way to shape your future plans than by attending the Future of Customer Contact Conference in February. We've spent a lot of time researching industry pain points, as well as which organisations are excelling, in order to craft a day filled with content that we know will help you thrive.
Key facts
ONE-DAY EVENT
roundtable sessions
CASE STUDY PRESENTATIONS
400+ ATTENDEES
1-2-1 MEETINGS
30 exclusive presentations
What to expect
TOPIC STREAMS
Customer Contact Strategies
There is no silver bullet when it comes to customer contact strategies. Customers expect choice and back-to-back crises mean there is a heightened desire for human contact, as well as a lack of customer trust towards organisations.
A recent study by ContactBabel demonstrates that the majority of customers would prefer to speak to a person over using self-service, so those who've rushed into digital first strategies have experienced a negative impact on customer engagement.
This stream looks at when's best to offer self-service and how to balance your customer contact strategies across channels.
Customer Outcomes
We'll be looking at how organisations are overcoming operational challenges and implementing customer and employee engagement programmes that lead to a truly omni-channel experience for customers. Key factors in implementing new programmes include balancing self-service with customer demand for human contact, solutions to low customer trust in the value and ability of bots, how we recognise and respond to customer vulnerability and engaging customers in 3D worlds.
Customer Contact and Duty of Care - Responding to Vulnerability
Organisations have a responsibility to deliver appropriate customer service that responds flexibly to the needs of vulnerable customers. Join this stream to learn from organisations that are delivering a more inclusive customer service after putting systems and processes in place to enable vulnerable customers to disclose their needs.
Learning & Development
Agent learning & development is vital for honing the skills of customer service teams to ensure continuous development. Emphasis lies not only on initial onboarding but also on keeping agents updated on evolving products and industry trends. By joining this topic stream, you'll discover how to coach a workforce who are equipped to deliver exceptional customer service, resulting in higher satisfaction, increased employee engagement, and adaptability in the dynamic realm of customer care.
Making Omnichannel Work
This topic stream will focus on how organisations can create a unified, streamlined customer experience across several platforms. Creating a truly omnichannel experience increases loyalty, decreases customer churn and increases customer lifetime value. A recent study even found that a customer who connects with an organisation through three or more channels is likely to have an average order value 13% higher than single-channel organisations.
Customer Retention - Why Are Customers Leaving Brands?
3 in 5 consumers say they've switched brands due to a negative contact centre experience, with 44% of consumers only giving an organisation two chances before they switch. It's therefore clear that organisations get one second chance - but not much more. Join this stream to discover how best to retain customers and build brand loyalty.
How Hybrid Working Creates Benefit and Challenge in Equal Measure
Although it is now safe to return to the office, many companies have kept remote work as an option for their workers. The analyst firm ContactBabel predicts that hybrid working will likely remain a dominant strategy for contact centres in 2023, with just 19% of agents predicted to work only at the contact centre next year. This stream provides some top tips on how to maximise the benefits and overcome the challenges that remote working can cause.
End-to-End Service Redesign
Your channel choice will actually add cost and effort to your organisation without end-to-end redesign, which is often why organisations don't harness the true advantages of customer contact transformation.
This stream will demonstrate why it's important to not act too early when creating an end-to-end customer journey.
The Customer’s Desire for Human Contact
As a result of the pandemic and recession, customers are seeking reassurance from assisted contact channels and leaning toward human contact as their preferred channel. This topic stream will allow you to navigate average vs. appropriate handling time as we support society through difficult times.
Keeping Pace - Is the Level of Change Needed Incremental or Disruptive?
This topic stream will look at how a revolution is taking place in customer service and experience. According to the CCA, the speed and severity of change over the last two years has resulted in many business models facing unprecedented disruption. We'll be looking at how you can best lead the charge on developing service, CX, digital and people without causing too much disruption to your organisation.
Strategy & Leadership
This topic stream will look at the key decisions customer contact leaders will be required to make as we approach a recession. This may include new emerging models, service capabilities and strategic service transformation.
What are the metrics that matter in a fast-changing world?
This stream looks at which measures we should be focusing on as the customer engagement landscape transforms in front of our eyes. Recent research has shown a decline in the usefulness of metrics such as customer effort score and customer retention rate. On the flip side, customer satisfaction score and quality score are being found increasingly useful.
Data Privacy - Trust vs. Personalisation
Customers want to understand where their data is being used and be given the ability to make decisions about what happens with their data. Join this stream and discover how to put your customers first in all data-driven processes.
Combining Organisational Values with Growing Customer Expectations
Research shows that a growing number of customers would stop buying from an organisation if they did not agree with their values. The connection between good corporate ethics and consumer perception is clear as corporate ESG (environment, social and governance) is increasingly in the headlines. Join this stream to learn how to future-proof your organisation through making the right decision for both the customer and the planet.
Changing Customer Behaviour and Agent Conversational Skills
In line with supporting customers through difficult times, conversations have become more complex as we see a rise in difficult and emotional calls. As well as this, consumers are more aware and better educated so are more likely to have difficult questions for agents to handle. This stream will look at how we can equip our agents with the tools they need to feel at ease when dealing with complex scenarios, as well as how we can protect the wellbeing of employees.
Contact Centre Insights - A Source of Innovation
Creating a two-way interaction between customer-facing and product teams allows organisations to become truly customer-centric through utilising customer insight to fuel the product innovations that customers really want. This stream will look at the benefits of customer-driven innovation.
Colleagues & Culture
As we look at the future of the workplace, we know that organisations need to incorporate the benefits of hybrid working into the heart of their workplace culture if they're to remain competitive when it comes to recruitment.
However, it's about more than that - research shows that agent stress directly impacts customer engagement, so organisations need to improve employee wellbeing, mental health and resilience in order to target the cause of negative consumer experiences.
Organisations also need to deal with recruitment and retention challenges - reports show that it's both increasingly hard to hire and retain employees, meaning that organisations are facing a talent shortage that's hard to replenish.
This stream will combat the issues organisations are currently facing when it comes to embedding a customer-centric culture into fragmented workplaces.
AI-Driven Self-Service
With customer expectations soaring, AI-driven self-service demonstrates its value at several points in the customer journey. It allows organisations to scale customer service operations to deal with demand, whilst also generating better customer outcomes over time. This stream will look at the best ways to integrate AI self-service into your customer journey.
Using Data & Insight
To retain customers, companies must make use of data and insight. Put differently, they should track customer behaviour and understand the needs of their target market. In this way, they will be able to respond to the fast-changing needs of customers, take their vulnerabilities into account, and drive innovation. February’s event will expand on this topic, with numerous speakers expected to reveal how they have used data and insight to improve CX.
Abdul Khaled
E.ON Head of Digital Customer ExperienceJane Redgrave
Bupa Head of Consumer RetentionJane is an accomplished leader with a passion for delivering best in class customer service for customers. She has worked in a number of teams inside and outside of the contact centre for over 25 years, most recently leading the Loyalty & Retention teams that help Bupa maintain and grow its leading market position. Jane believes that you get your best results by helping people develop and grow to be their very best - in and out of work - and that this accelerates engagement and business growth.
Derek Mcwhinnie
Zurich Insurance Company Head of Customer CareDerek has worked at Zurich for over 17 years and is currently Head of Customer Care in the UK. His remit spans across several areas, covering customer feedback, communications, complaints handling, and their approach to customer wellbeing. In 2023 he led the roll out of the consumer duty and prior to his current role worked in transformational change. Derek started his career as a contact centre agent and prides himself on still being able to connect with customers on a meaningful level and drive a focus on the experiences they have with Zurich. Derek sees a clear pathway between the use of technology and the need to still have a human touch and how both elements can help deliver the best possible service to customers.
Sarah Reeder
Sky Service Strategy ManagerSarah is a Service Strategy Manager working in Technology within Sky Group Service Management, focused on Digital Service and CX Transformation. Her role provides thought leadership, insight, and strategy; supporting the business to deliver data-driven, measurable, effective transformation. She’s also the co-owner of the Sky Group Service Management Wellbeing pillar, creating team-wide activities and awareness to support our people and promote healthy work-life balance.
Jamie Carter
Belron Voice of the Customer ManagerMichelle Beeson
Forrester Senior AnalystMichelle is a senior analyst at Forrester. Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her time at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models.
Áine Egan
Halfords Training and Development LeadI’m an award-winning Training and Development Lead, bagging a Silver Trainer of the Year at the 2023 CCMA Awards. From being an air hostess to a contact center team leader, I've been around the block. But here's the scoop: I'm all about injecting training with passion and personality, especially when it comes to customer service. Every customer, in my book, deserves nothing but the best. I've left my mark globally, teaming up with BPO’s in South Africa and India, crafting training magic that clicks with all kinds of learners. Currently studying a Level 5 Learning & Development apprenticeship, proving that continuous learning is really important. To sum it up, I'm on a journey driven by a love for training, a passion for top-tier customer service, and a constant hunger to level up in Learning & Development.
Faye Bailey
Halfords Quality LeadCharlotte Owen
Financial Times Head of Customer Planning & Customer RelationshipsAnna Wilcox
Bupa Head of Customer ExperienceRob Garlick
Citi Global Insights Head of Innovation, Technology & the Future of WorkRob Garlick, Managing Director, is Head of Innovation, Technology, and the Future of Work at Citi Global Insights (CGI). CGI researches, publishes, and speaks on change topics to Citi’s corporate, investor, and public sector clients. Rob has spent 30 years researching and advising on innovation areas, including starting Citi’s Disruptive Innovation GPS series in 2013. Rob has been writing about the Future of Work since 2015 (9 reports). Other recent reports include Artificial Intelligence (>10 reports), Quantum Computing and Digital Policy. Rob joined Citi in 1996 and previous roles at the firm include: Head of Citi Research EMEA from 2016- 2021, leading the team’s (of c.200) rise in the Institutional Investor surveys, from: #7 to #1 in UK, #9 to #2 in Western European, #7 to #2 in CEEMEA, and #7 to #1 globally; Global Product Head at Citi Research, driving industry-leading thematic content (#1 rated by Extel), including founding Citi’s Global Theme Machine; running Citi's US Equity Sales desk in the UK to some of the world’s leading asset managers and hedge funds; and a No.1 rated (II) Global Specialist Salesperson, covering Media and Telecommunications. Other industry awards included: Best ETF Research providers by ETF Express; and Best Innovation paper by Savvy Investor. Rob started his career in Fund Management in 1993 at Singer & Friedlander, where he helped run the US equity fund. Rob passed the AIIMR (Associate of the Institute of Investment Management & Research) as a prize-winner in Interpretation of Accounts & Corporate Finance. Among other industry qualifications, Rob holds a BSc (Econ) degree in Accounting and Management, an MSc in Coaching and Behavioural Change and is a qualified Executive Coach.
Michael Peniket
Taylor Wimpey Customer DirectorJames Brindley-Raynes
Maersk Head of Digital Customer JourneyJames is currently Head of Digital Customer Journey at A.P. Moller-Maersk. Prior to joining the company, he was Director of Product Management at Jacobs where he spent two years leading product teams focused on environmental technology. James has previously worked for HSBC, BlackRock and Dunnhumby where he led portfolios of products and transformation programs. James is a mentor and product leader who loves to coach and develop high performing product teams.
Neil Gregory
Naked Wines Head of Customer HappinessNeil joined Naked Wines all the way back in October 2013 as a member of the Customer Happiness Team, answering calls and emails in the run up to a busy Christmas. Since then, he’s moved through a number of roles at Naked, but always with a focus on customer experience. He now heads up the team he first joined, and firmly believes that his colleagues are also his customers, and that the best customer experience begins with the best team experience. In a former life, Neil was a tennis coach – a job that taught him more than he first realised about teams, motivation and customer service.
Marcus Hickman
Davies Hickman Managing DirectorJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Jo Davies
Davies Hickman Global Director of Market ResearchJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Grant Hartanov
Sprinklr Associate Vice PresidentGrant Hartanov is an Associate Vice President and leader of Sprinklr’s CXM Best Practices Group. In this role, he leads Sprinklr’s internal strategy consulting team of CX experts who advise our most strategic accounts and C-Suite level clients on CXM Best Practices and Digital Transformation. Prior to Sprinklr, Grant worked at Marriott International where he led Strategy and Innovation for its Loyalty program, Bonvoy. He also spent several years at Deloitte Consulting’s Strategy Practice, Monitor, where he led large diverse teams and advised several Fortune 100 C-Suite executives on CX Strategy and Digital Transformation. Earlier in his career - Grant spent close to a decade working for the US Government where he worked in over 20 countries on international diplomacy, trade, and security.
Matt Bramley
Freshworks Senior Solutions EngineerAdam Neale
Panasonic Europe Head of CS GovernanceSteve Barratt
Genesys AI specialistSteve Barratt is an AI specialist at Genesys with 20 years experience within customer experience. Steve works with a number of global customers to help them identify where and how they can use AI to orchestrate personalised, end-to-end experiences within and beyond the contact center. Steve is passionate about helping organisations leverage Genesys AI to both improve the employee and customer experience and constantly innovate to help customers drive growth whilst delivering excellence every day.
Mark Lockyer
CallMiner International Sales DirectorWith 20 years in the ever-changing contact centre and client engagement spaces, Mark has worked with some of the largest global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing agent and customer evaluation together through the power of speech and conversation analytics. Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.
Ejieme Eromoele
Quiq GM of EMEAEjieme Eromosele is an experienced customer advocate focused on enhancing customer experiences at top companies. As General Manager of EMEA at Quiq, she leads the region's go-to-market strategy, advising brands on using messaging and AI to improve customer interactions, increase sales, and reduce costs. With a strong background in management consulting at Accenture and PwC, and as former Managing Director of Customer Experience at The New York Times, Ejieme has a proven track record in boosting customer growth, retention, and loyalty.
Eric Jorgensen
Zendesk VP, EMEA EnterpriseEric Jorgensen is VP of Enterprise for Europe, Middle East and Africa (EMEA) at Zendesk. In this role, he is responsible for driving the company’s growth in the region, working with larger customers and more complex projects as Zendesk continues to accelerate growth in the Enterprise segment. Eric was most recently at New Relic as Senior Director Enterprise Sales. Prior to that Eric was Director Telecoms Segment at Dell Technologies working with the largest CSP in EMEA, where he led the largest commercial relationship in EMEA. Eric has also held a range of sales and leadership roles at IBM and other smaller early stage software companies.
Eugen Majeri
Panasonic Digital Services ManagerDitte Gjørup Larsen
Tryg Etnologist and Speech Analytics SpecialistJon Yarlett
The Impact Sourcing Alliance FounderJonathan Yarlett is the founder and CEO of both Intelligent Sourcing and The Impact Sourcing Alliance. Over the past 15 years Jon has been working with global sourcing vendors within BPO, CX and shared services, helping them identify and attract clients through range of promotional and marketing activity. In 2023 Jon launched the Impact Sourcing Alliance to shine a light on what is a massively important concept within BPO and CX. The alliance works with strategic partners from all over the world and champions vendors who operate and enforce inclusive hiring as part of their ESG, CSR and DEI.
Callum Lewis Jones
Freshworks Head of UKI Field MarketingDvir Hoffman
CommBox CEOAs the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and AI enterprise solutions. His original vision on autonomous agents catalyzing a revolution in the customer experience domain to ultimately create an Autonomous Enterprise is resonating around the world. Dvir is also a winemaker, his favorite being Petite Sirah, and he lives with his wife and three children in the suburbs of Tel Aviv.
John Sills
The Foundation Managing PartnerJohn Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
Owain Service
Cogco CEOOwain is the CEO of CogCo. His focus lies in helping organisations to build their internal capabilities relating to the behaviours of their customers and employees; and in the practical application of behavioural science. He is also an Honorary Professor of Behavioural Science at Warwick University. He was previously the co-founder and Managing Director of the UK Government’s Behavioural Insights Team and before that was a Deputy Director of the Prime Minister’s Strategy Unit. In his spare time, Owain enjoys cooking elaborate meals, and hanging out with his young family.
Stin Mattu
Upland Software Product Marketing ManagerAlistair Neiderer
ESG Advisory Global ExecutiveSeasoned global executive specialising in ESG Advisory, Customer Experience Management, Business Process Outsourcing, IT, Telecom and Business Services. Regional Growth and Market Development including ESG Social Sustainability and Impact Sourcing, ESG management solutions, M&A, Strategic Advisory, Technology Leverage.
Andrew Scott
Upland Software , Principal Solutions ConsultantAndy Scott has spent the last dozen years working with organisations across many industries, to help them understand their customers better through effective customer feedback. In his role as Principal Solutions Consultant, he enables organisations to bring about positive change based on actionable insights driven from the customer's own words to ultimately improve their customer's experiences.
Sid Farmiloe
Dialpad Sales Architect & AI AdvocateAlan Gibson
Sprinklr Service SpecialistMartin Hill-Wilson
Brainfood Consulting FounderBrian Manusama
Actionary Executive PartnerVinay Parmar
Druva Star Founder
09:00-09:10
Event Welcome
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder
09:10-09:30
The Digital Dilemma: Keeping That Personal Touch in a Digital World
The pandemic accelerated the shift towards a digital world, where we tend to be living and doing more and more online each day. But have we gone too far in embracing technology at the cost of human interaction and understanding behaviour? Are we trying too hard to push people to our new contact tool when they just want to use their channel of choice?
To kick things off, Andrew will outline how organisations need to meet their customers where they want to be met as well as addressing the challenges most brands are currently facing or eventually will face. He will look at how to balances the benefits of digital-driven efficiency with the crucial role of personal connection for ultimate effectiveness.
Speaker:
Andrew Davis
Digital Transformation & Social Media Strategist
In presentations and workshops Andrew explains how digital is evolving and what it means for business. From customers data and social media interaction to strategies for marketing, recruitment and leadership, digital platforms and online living has revolutionised how business is conducted. He underlines the need to make each aspect of your digital strategy work alongside traditional business strategies. He challenges businesses to see the digital world as an ever-changing tool that can help communication, improve products and services, and promote brands. He also considers how social media has changed perceptions of businesses and brands, looking at those that have succeeded and those that have failed to address public concerns and adapt to new business models.
Andrew started his career by running chat rooms for Pop Idol in the early days of reality TV talent shows. He also worked on Friends Reunited, before joining the BBC to help launch the digital urban music station, Radio 1Xtra. He then joined Myspace.com as a Marketing Manager and played a leading role in propelling the site from one to ten million UK users in under a year; Andrew was responsible for building the brand - including community development, content and digital marketing.
A visiting lecturer at Goldsmiths College, Andrew Davis also designed the first social media course linked to GCSE English. He sits on Ofcom’s Advisory committee and has featured in Media Week’s 30 Under 30 and The Guardian’s report on the top ethnic minority contributors to British media.
09:30-09:50
Customer Service in the Wild
Speaker:
Paul Herman
SprinklrSenior Vice President of Global Digital Transformation Services
Paul Herman, is the Senior Vice President of Global Digital Transformation Services. A Sprinklr customer for nearly five years, Paul joined the company from Nike, where he was Program Director of Global Brand Digital Platforms, responsible for enabling Nike’s digital content, dynamic audience targeting, asset management, omni-channel publishing, customer support, and reporting success. At Sprinklr, Paul’s focus is helping to shape and connect customer strategy to Sprinklr execution. Since joining Sprinklr, Paul has met with senior executives at over 300 of the world’s largest companies – consulting with them on the art-of-the-possible and the people, process, technology, and change management required to achieve it. Paul’s responsibilities also include overseeing Analyst Relations to establish Sprinklr’s leadership in the market across its product portfolio.
Paul has over 25 years of global experience helping companies drive innovation and implement significant change through digital products and services. In addition to holding a number of leadership roles at Nike, he’s also worked as a VP of marketing and solutions at Learning.com, and led corporate strategy, business leadership, and marketing activities at Xerox.
Paul received his Bachelor of Engineering from the University of Stellenbosch in South Africa and his Executive MBA from the Lundquist College of Business at the University of Oregon.
09:50-10:10
John Lewis Case Study: Supporting Colleague Wellbeing and Resilience
Speaker:
Ray Biggs
John Lewis & WaitroseHead of Customer Care
10:10-10:30
From Agent to Advocate: How to Support Your Frontline for Maximum Impact
What do you need to make your customer experience the best it’s ever been in 2023?
There are so many ways to answer this. It could be new tech. It could be upskilling. It could be
eradicating siloes between the contact centre and the rest of the business.
Regardless of the things you could do to achieve your customer experience goals, let’s start by
addressing the elephant in the room: merely sustaining a stable frontline operation is the
toughest it’s ever been for so many businesses.
In 2022, we witnessed a lot of disruption across industries, including high turnover rates. So, a
question on leaders’ lips right now is:
“What can I do to keep employees engaged?”
It’s a hard truth, but we need to be open and discuss possible answers. During this session, Dave will share insights and advice based on these questions:
- How can businesses restore morale and retain and empower their agents?
- What does creating a sustainable frontline operation look like?
- Which solutions can you rely on to improve the employee experience and keep customers
content?
- Are there contact centres we can look to for inspiration? How are they succeeding?
Speaker:
Dave D'Arcy
Laughing LeadershipFounder & Managing Director
Additionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
10:30-11:00
Coffee & Networking
Strategy & Leadership
11:00-11:20
One Workforce. The Future of Customer Contact?
Join this fascinating session as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility.
As peaks and valleys occur across your various interaction points in your different business units, learn how to take advantage of your people’s skills to give the right work to the right person at the right time – regardless of what "silo" they live in. Hear Capitec Bank’s story and discover how they unlocked their entire workforce with Verint technology to achieve the best service levels across branches, contact centre and other back-office teams.
Speakers:
Karl Senekal
CapitecSoftware Development Manager: Integrated Business Planning
Karl Senekal is the technology enabler at top South African retail bank, Capitec. – which has over 19 million clients, 853 branches and over 11,000 in-branch professionals.For the last 11 years Karl’s pivotal role across forecasting, scheduling, operations planning and integrated business planning, has ensured he has a unique perspective of the bank’s transformation of its in-branch and contact centre customer experience and innovative utilisation of colleagues’ skills across other customer engagement channels.
Huw Jones
VerintDirector, Solutions Consulting
11:20-11:40
Asda Case Study: Building a Customer First Culture in the Midst of Organisational Transformation
Asda is embarking on the biggest transformation it has ever seen, this is called Project Future.
It will convert over 22 years of Walmart systems and processes to a new independent way of operating post the separation. This is a huge opportunity for Asda, constructing the foundations to grow the business by building a new systems landscape that is flexible and sustainable. Future will transform the day-to-day operations of the business and enable Asda to execute its mission.
The Omnichannel Customer Support function plays a key role in Asda’s customer mission and has to maintain high levels of service throughout this significant transformation that will impact every colleague.
How can Omnichannel Customer Support maximise the opportunity that Future provides, continue to build a customer first culture and execute its own strategy all at the same time?
Bringing the strategy to life is vital for every single colleague to engage and deliver in a rapidly changing environment and ultimately ensure success.
Speaker:
Jo Garland
AsdaSenior Director Omnichannel Customer Support
An award winning inspirational leader with a proven track record of leading business transformation and large teams to improve the customer and employee experience.
Extensive experience of managing remote, multisite and matrix teams to deliver exceptional results in retail and contact centre environments.
An experienced Accredited Coach and qualified Learning and Development professional, who is passionate about developing others.
11:40-12:00
The Future of Customer Interaction: Harnessing the Potential of Virtual Agents
Speakers:
Tristan Scott
E.ON Digital Technology GmbH (EDT)Senior Service Delivery Manager
Tristan currently leads an Automation Program within E.ON, which delivers automated IT solutions for E.ON’s global business users via the use of user-facing Bots. These have the aim of transforming the IT user experience, whilst also driving operational efficiencies including moving contacts away from traditional IT Support contact channels.
Arbnor Feka
E.ON Digital Technology GmbH (EDT)IT Service Owner Conversational AI
12:00-12:20
Strategic Importance of the Contact Centre on Brand
Speaker:
Leigh Hopwood
CCMACEO
As Chartered Marketer and Honorary Fellow of the Chartered Institute of Marketing, Leigh joined the Board of the CIM in 2014, becoming Chair for three years in 2016 where she led a transformation of the organisation across culture, governance and customer experience, turning significant losses into three consecutive years of profit. She continues to give back to this community and is a Trustee on the CIM Benevolent Fund.
For the last 25 years Leigh has been helping organisations develop their marketing capability. Having led marketing functions for IT companies specialising in niche markets, she has spent time as a business advisor and a marketing coach supporting marketing professionals at all levels.
12:20-13:20
Lunch & Networking
Please join us for a free lunch prepared by ex-Nobu chef Tom Gore in the Expo Hall (King George).
Customer Outcomes
13:20-13:40
Using Speech Analytics to Track Vulnerability and Cost of Living Consumer Behaviours: A Fireside Chat With Ajay Mitha, Managing Director - Servicing and Daniel Killick, Customer Experience Manager at Tandem Bank
Speakers:
Ajay Mitha
Tandem BankManaging Director - Servicing
Daniel Killick
Tandem BankCustomer Experience Manager
Daniel Killick has been in financial services for over 15 years working for some of the largest banks in the prime and sub-prime market, with a solid background in analytics, operations, resource planning, and customer experience. As an innovative thinking Daniel is well versed in utilising cutting edge technology to maximise efficency and productivity with a passion for best in class customer experience.
13:40-14:00
London Borough of Barking and Dagenham Case Study: Supporting Front Line Teams Having Difficult Conversations
Speaker:
Sabina Onwuka
London Borough of Barking and DagenhamCustomer Services Manager
14:00-14:20
How Quiq helped IHG increase CSAT and lower costs with Conversational AI and Digital Messaging
Speakers:
Carter Calle
IHG Hotels & ResortsIHG Sr. Product Manager, AI & Messaging Strategy
Mike Myer
QuiqCEO and Founder
Mike has deep expertise in customer service software having previously built the RightNow Customer Experience solution used by many of the world’s largest consumer brands to deliver exceptional interactions. RightNow went public in 2004 and was acquired by Oracle for $1.5B in 2011. Mike led Engineering the entire time RightNow was a standalone company and later managed a team of nearly 500 at Oracle responsible for Service Cloud.
Before RightNow, Mike held various software development and architect roles at AT&T/Lucent/Bell Labs Research. Mike has earned BS and MS degrees in CS from Rutgers University.
14:20-14:40
Making AI Speak Human
Everybody wants to deploy conversational AI Assistant to drive value for both customers and the business. But how do you design these experiences? How do you create a chatbot or voice application that people actually want to talk to?
In this talk, Hans van Dam will share what all successful AI Assistants have in common. He’ll talk you through the design patterns that allow you to have transactional conversations that unlock the promise of conversational AI technology.
Some of the thigns that will be covered are:
-Maturity model for conversational AI operations based on automation and customer experience goals
-Proven workflow for creating human-centrric and inclusive AI Assistants that drive value for the business and the customer
-Design patterns and best practices that you can implement tomorrow
Speaker:
Hans van Dam
Conversational Design InstituteCEO
14:40-15:00
Optimising Contact Centre Performance: How to Align Employee Engagement and Customer Experience Using AI
Speaker:
Matt Jones
EvaluagentProduct Manager
15:00-15:30
Coffee & Networking
The Future of Customer Contact
15:30-15:45
The Future of Customer Contact: A Focus on the Science of Strong Relationships
Speaker:
Jamie Thorpe
IpsosHead of Experience Management (XM)
Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
15:45-16:00
Making the Changes to Make Hybrid Work: A Fireside Chat with Lucie Child, Strategy Lead, Customer Care at The Very Group
Speaker:
Lucie Child
The Very GroupStrategy Lead, Customer Care
16:00-16:15
BSL in an Omni-Channel World
Speaker:
Ron Moody
Connect AssistManaging Director
16:15-16:45
Panel Discussion: What's Next for Customer Contact?
Our expert panellists will be looking ahead to the future - with so many channels and contact strategies available, what's next for customer contact?
Just some of the topics we'll be discussing include:
- Using contact channels efficiently
- Creating and maintaining a successful 'always on' support strategy
- The effectiveness and benefits of customer loyalty programmes
- The role of automation and AI in customer contact
- The use of speech analytics, customer sentiment and text
- The use of WhatsApp as a support channel rather than traditional phone support
- Will TikTok play a part in customer contact of the future?
- Wellbeing programmes for agents
- Onboarding programmes and how to train new agents in the most effective way
Speakers:
Martin Hill-Wilson
Brainfood ConsultingFounder
Ingrid van Ruiswijk
PVH AmsterdamSenior Manager Customer Service E-commerce
I have been working in Customer Service for more than 20 years, focused on E-commerce and FMCG for European markets. My passion lies in improving business processes for CS and fulfilment, while enhancing the customer experience and driving website conversion. I look for innovative self-service solutions for the customers and digital tools to reward and incentivize loyal customers. For me, the perfect Customer Service operation is a balance between automatizing the first line questions, while freeing up agents for personal contact and product related interactions.
Chandni Bhatt
Beauty PieSenior Manager, Member Happiness (CX)
Specialising in subscription models, automation and digital transformations, retention, CX and developing high performing teams. Highly skilled in Vendor Management, Contact Centre Scaling, self-service and VOC. Digital Services such as Social Media, Community and consumer reviews.
Daniel House
New LookSenior Customer Engagement & Support Manager
Daniel has worked in retail for over 15 years, in brands such as Debenhams, Sainsburys and McDonalds.
As well as extensive customer service experience, he has also worked within Learning & Development and Communication & Press teams. He has worked at New Look for 6 years, supporting the launch of the retail customer survey ‘New Look Listens’, store service training and contact centre retention. Most recently, he has been co-heading up a team of over 70, delivering first line customer service to over 600,000 customers a year. In his current role, he has supported the in-housing of customer support from an external contact centre, helped switch New Look to a digital only Care team and built an extensive programme of training and development called ‘Steps to Success’.
Outside of Customer Care, Dan resides in Southampton, Hampshire with his husband Declan and 10 year old cat, Willow
16:45-17:00
Closing Remarks
13:20-13:40
E.ON Next Case Study: Steps Towards Digital Customer Engagement
Speaker:
Grigor Kotzev
KhorosHead of Business Value Consulting
13:40-14:00
FCA Case Study: Incorporating Duty of Care Into the FCA's Own Customer Contact
Speaker:
Emma Krygier
Financial Conduct AuthorityHead of Supervision Hub
14:00-14:20
Using Data and Insight to Inform Your CX Transformation Journey
Many businesses have invested in customer transformation programmes in recent years and according to our market research, many more will invest £millions in the coming years. However, some businesses fail as they do not have the right data to inform their programme and get carried away with implementing technology and delivering change but do not see the expected return on investment.
In this session, hear how Davies tackled CX transformation, using data and insight at the heart of the programme to deliver process automation and sustainable business change that delivered improvements in Customer Experience, Employee Experience and Operational efficiencies.
Speakers:
Lee Mostari
Davies GroupDirector of Insight and Analytics
Sean Keane
Davies GroupDirector of Consulting Services
14:20-14:40
Affinity Water Case Study: Building our Strategy for Customer Contact
Speaker:
Luke Sambridge
Affinity WaterHead of Business Excellence & Transformation
Luke is a passionate and successful senior change professional, with over 10 years’ experience in the management and deployment of large-scale customer change programmes in various Financial, Telecoms, Utilities and Retail Industries. Accredited in Lean Six Sigma and as a Managing Successful Programme Practitioner, Luke has previous worked in a number of Senior Management roles including Operations, Change Management, Continuous Improvement, Transformation and Consultancy.
14:40-15:00
Transformation is About Relationships; Make it Personal, Make it Painless
Companies are facing constant pressure to deliver the exceptional experiences customers demand – and improve business performance at the same time. 'Do more with less'.
However, most have little or no visibility into the entire customer journey, which leads to complex, disconnected experiences that frustrate customers and agents. Resulting in higher costs, lower customer satisfaction and higher employee turnover.
In this session you’ll learn how customer journey management can:
• Quantify the impact of customer experiences on business outcomes
• Identify the drivers of poor experiences and contact centre performance issues
• Deliver frictionless and connected omnichannel experiences
Speaker:
Carl Thompson
GenesysCustomer Journey Specialist
13:20-13:40
Making Customer Support the Topic of Conversation Across All Departments: How Crocus Makes ‘What Is the Customer Doing Right Now?’ the First Question for All Stakeholders
Crocus is the biggest gardening website in the UK. They offer the largest selection of plants of any retailer in the UK and also support some of the biggest brands in gardening, including the Royal Horticultural Society and Waitrose Garden.
In this session, you'll hear:
• How Crocus has positioned Customer Support as a pivotal strategic function in partnership with sales, marketing and business leadership - how to position your customer support as a more strategic function and to respond to economic and market challenges
• How Crocus has been able to consolidate their customer support services via one central team, but still speak the customer in the right tone of voice
• How Crocus deliver a service that is 'the best in the field', spotting trends and ways to improve the service, reporting it to the right stakeholders and changing it, quickly
Speaker:
Callum Lewis Jones
FreshworksCustomer Experience Lead
Callum is Freshworks' Customer Experience Lead.
13:40-14:00
Recruitment Challenges in a Shrinking Workforce: A Fireside Chat with Michelle Ansell, Managing Partner at Douglas Jackson
This is the question, or, for some, a prediction following some significant layoffs across the tech industry, recruitment freezes, and some talent teams being asked to stand down, but is the shift real?
If it is, I would suggest that it will be short lived and would caution any Board and Senior Leadership Team from basing future strategies with this thought in mind, especially if they are customer centric.
For years, many businesses have believed employees were lucky to work for them, lucky to have a job, lucky to have such a fabulous ping pong table in their break room.
Times have changed…
Speaker:
Michelle Ansell
Douglas JacksonManaging Partner
A high-end retained executive search recruitment firm exclusively focused on customer and digitally centric business, delivering high performance, diverse, impactful leadership across customer and operation functions.
I believe that recruitment is broken.
I believe that your recruitment process can be better.
I care passionately about the job that I do, the businesses I support and the individuals I represent.
Every week I have so many conversations with clients concerned about the service, or failures they have received from their search firms.
Conversations with individuals who despair at the application process, the lack of communication and information available to them.
I help customer and digitally led boards, leaders and Directors improve the success and retention of your new hires. To deliver a better customer and employee experience. To drive profits, growth and exit values.
I help you make one of the most important decisions you will make. Who to hire.
Identify, attract and hire C-Suite, Board, Diverse impactful leadership appointments and skilled practitioner talent/NED talent that will differentiate your business and brand across customer and operations; customer service, customer experience, customer contact, customer strategy, customer success, customer insight, customer journey, operations, service delivery, resource planning, forecasting, CX/DX.
14:00-14:20
Peer Reviews: How to Access and Spread Individual Knowledge Without Formal Training Programs or Prescriptive Solutions
Speaker:
Valentina Thörner
KlausHead of Remote and Support Quality
14:20-14:40
NewDay Case Study: New Contact Mix Implies New Skills and Profile in Customer Facing Teams
Francesca Rea shares her story.
Speaker:
Francesca Rea
NewDayDirector of Contact Centre and Client Delivery
11:00-12:30
The Role of Personal Values and Wellness in creating Great Customer and Employee Contact Centre Experiences
Many of us are working in a new digital workplace. As we increase our reliance on technology, and for some of us hybrid and remote-working, a different experience of work is emerging for many of us. New practices come with new challenges: reduced human connection, higher volumes of screen-based information, the demands of multiple communications devices, are examples. There are potential side-effects from these new technologies: mental overload and distraction, stress, less in-person human contact – potentially leading to disengagement and burnout. We can’t tackle all of these challenges with generic organisation-wide initiatives. There is scope and the need for development and support for individual leaders and their people to help equip them to be best they can be individually and collectively.
Some leaders are opting for an assertive ‘get back to work’ approach. This may prove to have impacts when it comes to engagement, loyalty and retention. Being able to attract and retain good people with the right stuff is central to a successful Contact Centre operation.
Purpose:
This 90-minute breakout workshop will feature short, research-based inputs, practical tools and the opportunity for you to discuss and share your own experience. We will examine:
- how the ideas of being my best self and a mindful communicator can be powerful drivers for great customer and employee experiences.
- the vital role that personal values and wellness will play in optimising performance in the modern Contact Centre.
- how leaders will play a vital role in developing a positive people-centric work climate.
Content:
Developing the whole person: body, mind, heart and soul. What is your best self? What does it mean to be a mindful communicator? How do you work with the heart and soul of a team?
Case Studies: How leading brands such as British Airways, American Express and Unipart transformed their bottom-line performance in the 1980’s by putting people first; the ethos that helped take a lower division football club to history-making 2-year sales and attendance increases and ultimately on to 6th place in the Premier League in 2023. Delegate case-studies.
What research tells us about the importance of addressing the needs of the whole human being in creating a high-performing Contact Centre.
Seven key principles and a common language to unite leaders and their teams in driving success in the modern digital-hybrid workplace. What is whole-person leadership in action?
Speaker:
Nicholas Brice
Soul CorporationsCEO
11:00-12:00
Unified Customer Service: Learn, Serve, Know, Grow
• Listen to learn
• Connect to serve
• Personalize to know
• Value to grow
By unifying AI, governance and automation across channel-less self-service, peer-to-peer service, and agent-assisted customer support.
Speaker:
Paul Herman
SprinklrSenior Vice President of Global Digital Transformation Services
Paul Herman, is the Senior Vice President of Global Digital Transformation Services. A Sprinklr customer for nearly five years, Paul joined the company from Nike, where he was Program Director of Global Brand Digital Platforms, responsible for enabling Nike’s digital content, dynamic audience targeting, asset management, omni-channel publishing, customer support, and reporting success. At Sprinklr, Paul’s focus is helping to shape and connect customer strategy to Sprinklr execution. Since joining Sprinklr, Paul has met with senior executives at over 300 of the world’s largest companies – consulting with them on the art-of-the-possible and the people, process, technology, and change management required to achieve it. Paul’s responsibilities also include overseeing Analyst Relations to establish Sprinklr’s leadership in the market across its product portfolio.
Paul has over 25 years of global experience helping companies drive innovation and implement significant change through digital products and services. In addition to holding a number of leadership roles at Nike, he’s also worked as a VP of marketing and solutions at Learning.com, and led corporate strategy, business leadership, and marketing activities at Xerox.
Paul received his Bachelor of Engineering from the University of Stellenbosch in South Africa and his Executive MBA from the Lundquist College of Business at the University of Oregon.
11:00-12:00
How to Build a Successful CX Transformation Programme Informed by Data and Insight
During this workshop we will explore:
- The role of data to help inform your transformation journey
- What to do when you have lots of data but lack reliable insight to inform practical change
- How to obtain Exec buy-in to your programme (and secure funding)
- The role of technology and the power of new ‘digital twin’ capabilities
- Change management best practices
- Tracking of RoI (to help secure a self-funding initiative)
Speakers:
Lee Mostari
Davies GroupDirector of Insight and Analytics
Sean Keane
Davies GroupDirector of Consulting Services
11:00-12:00
Preparing Customer Support for Generative AI
Is your brand ready for generative AI? The recent advancements in this technology have made waves in the automation space, impacting customer support teams in three core areas: content generation guidance & quality, conversational design, and integration specialization.
During this workshop, we explore how CX leaders can prepare the people, strategy, and support technology components of their organizations.
13:20-14:20
Discussion on Driving Customer and Employee Experiences During Economic Uncertainty to Maintain Brand Loyalty
Join Vonage as we discuss how your contact centres can maintain customer loyalty whilst driving the necessary efficiency savings in the current climate. A chance to pool experiences and explore:
- Driving efficiencies with self-service and automation
- Digital 1st agendas - what’s working and what needs attention
- Brand loyalty - excuses customers no longer tolerate
Speaker:
Martin Harris
VonageHead of New Business Sales
13:20-14:20
The Future of Knowledge for Customer Contact
In this roundtable we want to discuss with you how Knowledge Management will support the future of Customer Service as well as the status quo, based on real life cases and experience.
• How can AI support Knowledge Management best?
• How do you realize Omnichannel KM support?
• If data is the new (s)oil, what data do you expect from your KM?
• How will new channels influence KM?
Speaker:
Martin Reichenbach
ShelfHuman API
11:00-12:00
Get the Digital Future Today
Speaker:
James Cockbill
GenesysPrincipal AI & Digital Solutions Consultant EMEA & APAC
14:00-15:00
Future-Proofing Your CX With Conversational Messaging
• Implement AI-powered chatbots to reduce your support volume
• Strategies for transitioning to a proactive customer service approach
• Rapidly scaling your customer support while spending responsibly
9.00 - 9.10
Chair's Opening Remarks
Our Main stage Morning Host Martin Hill-Wilson sets the scene for a day.
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder
9.10 - 9.30
Customer Contact: How Generation Z is Different
Davies Hickman, market research and customer experience experts based in Henley on Thames, collaborated with Engage Business Media to conduct research with 502 Gen Zs (born between 1996 and 2005), comparing their choices and preferences with a 501 UK nationally representative sample in January 2024.
Our research with 1,003 UK adults explores how Gen Z, as customers, want to use communication channels and interact with organisations. How they are already using generative AI, such as ChatGPT, to power their customer contact with UK organisations. Gen Z are much more likely than others to research products and practices of organisations. Many are using generative AI to understand their consumer rights and to access templates for making complaints. For those managing Customer Contact in organisations, this creates the prospect of a new generation that are more knowledgeable and empowered than any customers before them. The research also shows that Gen Z has sought customer service more than the national average. In the presentation we explore how Gen Z is different to others, we analyse their uses of channels when communicating with organisations – whether it be researching items that they want to buy or for customer service.
Speakers:
Jo Davies
Davies HickmanGlobal Director of Market Research
Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Marcus Hickman
Davies HickmanManaging Director
Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
9.30 - 9.50
Making Customer Contact a Catalyst for Disruption
Nearly every company makes disruption their goal. Most focus on finding the right innovation or idea but to achieve disruption its more about a strategy that meets the needs of your future customers, bold leadership, and a culture that embraces change.
The strategy, leadership, and culture of your contact centre can and should be a catalyst for achieving disruption. Contact centres must embrace the opportunity to lead the charge to meet the needs of your future customers by evolving from the status quo.
Grant will be breaking down the why, how and what for contact centres to go from siloed innovation to true industry disruption through strategy, tech and AI.
Speaker:
Grant Hartanov
SprinklrAssociate Vice President
Grant Hartanov is an Associate Vice President and leader of Sprinklr’s CXM Best Practices Group. In this role, he leads Sprinklr’s internal strategy consulting team of CX experts who advise our most strategic accounts and C-Suite level clients on CXM Best Practices and Digital Transformation. Prior to Sprinklr, Grant worked at Marriott International where he led Strategy and Innovation for its Loyalty program, Bonvoy. He also spent several years at Deloitte Consulting’s Strategy Practice, Monitor, where he led large diverse teams and advised several Fortune 100 C-Suite executives on CX Strategy and Digital Transformation. Earlier in his career - Grant spent close to a decade working for the US Government where he worked in over 20 countries on international diplomacy, trade, and security.
9.50 - 10.10
The State of Customer Obsession
Customer obsession, which involves putting customers at the centre of leadership, strategy and operations, is critical to business success. Customer-obsessed companies increase revenue, profitability, customer retention, and employee engagement faster than other firms. In Europe, firms are increasingly prioritising their customer obsession maturity with 42% of European firms claiming to be customer-committed or customer-obsessed in 2023, compared to just 28% in 2022.
To efficiently and consistently create value for customers, and therefore drive business value, firms must understand customer needs and create empathetic customer connections. Executives at customer-obsessed firms in Europe unanimously agree that their firms have a strong understanding of what their customers want from them. In addition, they believe that their firms will build and maintain stronger customer relationships and out-innovate their competitors.
In this presentation, Michelle will explain the benefits of a customer-obsessed strategy and the steps firms can take to improve their customer obsession maturity.
Speaker:
Michelle Beeson
ForresterSenior Analyst
Michelle is a senior analyst at Forrester. Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her time at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models.
10:10 - 10:30
Optimising high-performance customer culture with the power of Interaction Analytics
Speaker:
Ditte Gjørup Larsen
TrygEtnologist and Speech Analytics Specialist
10.30 - 11.00
Coffee Break
11.00 - 11.20
Quality in the Contact Centre: A Fireside Chat with Faye Bailey, Quality Lead at Halfords
Speaker:
Faye Bailey
HalfordsQuality Lead
11.20 - 11.40
Hyper-Personalisation in Customer Care: A Fireside Chat with Derek McWhinnie, Head of Customer Care at Zurich Insurance
Speaker:
Derek Mcwhinnie
Zurich Insurance CompanyHead of Customer Care
Derek has worked at Zurich for over 17 years and is currently Head of Customer Care in the UK. His remit spans across several areas, covering customer feedback, communications, complaints handling, and their approach to customer wellbeing. In 2023 he led the roll out of the consumer duty and prior to his current role worked in transformational change. Derek started his career as a contact centre agent and prides himself on still being able to connect with customers on a meaningful level and drive a focus on the experiences they have with Zurich. Derek sees a clear pathway between the use of technology and the need to still have a human touch and how both elements can help deliver the best possible service to customers.
11.40 - 12.00
How to get started with AI in 5 simple steps
The top challenge in 2024?
Businesses of all sizes and across all industries need to find the best way to leverage AI technology into their daily business operations, so they can reap the benefits of operational and agent efficiency, cost savings and more. Yet, the biggest deterrent of AI is strategic planning - in other words, knowing how to actually get started. Join this stream to learn the 5 simplified, concrete steps your organization needs to take in order to get started with AI - including a product capability checklist, top use cases and KPIs and more.
Speaker:
Dvir Hoffman
CommBoxCEO
As the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and AI enterprise solutions. His original vision on autonomous agents catalyzing a revolution in the customer experience domain to ultimately create an Autonomous Enterprise is resonating around the world. Dvir is also a winemaker, his favorite being Petite Sirah, and he lives with his wife and three children in the suburbs of Tel Aviv.
12.00 - 12.20
Belrons award winning VOC programme
This presentation will jump into the detail of how Belron have been on a journey to re design the Voice of the Customer programme. The why, the how and the what next in maintaining a world class NPS, improving the customer experience and understanding why customers might not choose the Belron brand…
Speaker:
Jamie Carter
BelronVoice of the Customer Manager
12.20 - 12.40
Unlock the power of intelligent CX
Speaker:
Eric Jorgensen
ZendeskVP, EMEA Enterprise
Eric Jorgensen is VP of Enterprise for Europe, Middle East and Africa (EMEA) at Zendesk. In this role, he is responsible for driving the company’s growth in the region, working with larger customers and more complex projects as Zendesk continues to accelerate growth in the Enterprise segment. Eric was most recently at New Relic as Senior Director Enterprise Sales. Prior to that Eric was Director Telecoms Segment at Dell Technologies working with the largest CSP in EMEA, where he led the largest commercial relationship in EMEA. Eric has also held a range of sales and leadership roles at IBM and other smaller early stage software companies.
12.40 - 13..40
Lunch Break
13.40 - 14.00
Navigating the Future: A Journey Through CX Transformation for Customer-Centric Excellence
Join us for an insightful talk that delves into the intricacies of Customer Experience (CX) transformation. In this session, we will explore a comprehensive CX transformation program designed to revolutionise our company into a customer-centric powerhouse. Discover the strategic initiatives, innovative approaches, and the technology-driven solutions that drive this transformative journey.
Speaker:
Abdul Khaled
E.ONHead of Digital Customer Experience
14.00 - 14.20
Turning Conversations into Business Intelligence: Unlocking Insights to Drive Better Customer Experiences and Business Outcomes
Organisations have more data than ever before, but unlocking its full potential isn't always easy. 43% of businesses lack clarity on how to act on data insights, and 84% of employees believe their boards’ use of CX data needs improvement.
This session will explore the important role of data-driven actionable insights, and how uncovering customer patterns, sentiments, preferences, and pain points from multiple sources are pivotal in delivering personalised experiences, refining products and services, and driving transformational changes enterprise wide.
Speaker:
Mark Lockyer
CallMinerInternational Sales Director
With 20 years in the ever-changing contact centre and client engagement spaces, Mark has worked with some of the largest global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing agent and customer evaluation together through the power of speech and conversation analytics. Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.
14.20 - 14.40
Naked Wines Case Study: Habits of Happiness
We were delighted to win Engage Customer’s ‘Best Customer Service Team’ award back in 2022. It was the seal of approval to complement the comments we see from customers each day, like this one:
“I always love the personal and human responses I get. They fully represent the naked wines brand - brilliant customer engagement - thank you. I’m involved in developing sales training and you guys are my case study of excellence.”
This talk breaks down the habits we’ve put in place, and keep at the forefront of our minds, to make sure that our team members and our customers stay happy, and to ensure we never lose sight of the human element that’s vital to increasing customer loyalty and advocacy for our brand.
Speaker:
Neil Gregory
Naked WinesHead of Customer Happiness
Neil joined Naked Wines all the way back in October 2013 as a member of the Customer Happiness Team, answering calls and emails in the run up to a busy Christmas. Since then, he’s moved through a number of roles at Naked, but always with a focus on customer experience. He now heads up the team he first joined, and firmly believes that his colleagues are also his customers, and that the best customer experience begins with the best team experience. In a former life, Neil was a tennis coach – a job that taught him more than he first realised about teams, motivation and customer service.
14.40 - 15.00
The Road to Innovation: Panasonic’s CX Evolution Through Messaging & Automation
Speakers:
Ejieme Eromoele
QuiqGM of EMEA
Ejieme Eromosele is an experienced customer advocate focused on enhancing customer experiences at top companies. As General Manager of EMEA at Quiq, she leads the region's go-to-market strategy, advising brands on using messaging and AI to improve customer interactions, increase sales, and reduce costs. With a strong background in management consulting at Accenture and PwC, and as former Managing Director of Customer Experience at The New York Times, Ejieme has a proven track record in boosting customer growth, retention, and loyalty.
Adam Neale
Panasonic EuropeHead of CS Governance
Eugen Majeri
PanasonicDigital Services Manager
15.00 - 15.30
Coffee Break
15.30 - 15.45
Artificial Intelligence & the Future of Work
This session will provide the answers to the following questions:
- Where is innovation in AI going next?
- What will this mean for the Future of Work and Customer Contact?
- How should employers and employees navigate an AI change period?
Speaker:
Rob Garlick
Citi Global InsightsHead of Innovation, Technology & the Future of Work
Rob Garlick, Managing Director, is Head of Innovation, Technology, and the Future of Work at Citi Global Insights (CGI). CGI researches, publishes, and speaks on change topics to Citi’s corporate, investor, and public sector clients. Rob has spent 30 years researching and advising on innovation areas, including starting Citi’s Disruptive Innovation GPS series in 2013. Rob has been writing about the Future of Work since 2015 (9 reports). Other recent reports include Artificial Intelligence (>10 reports), Quantum Computing and Digital Policy. Rob joined Citi in 1996 and previous roles at the firm include: Head of Citi Research EMEA from 2016- 2021, leading the team’s (of c.200) rise in the Institutional Investor surveys, from: #7 to #1 in UK, #9 to #2 in Western European, #7 to #2 in CEEMEA, and #7 to #1 globally; Global Product Head at Citi Research, driving industry-leading thematic content (#1 rated by Extel), including founding Citi’s Global Theme Machine; running Citi's US Equity Sales desk in the UK to some of the world’s leading asset managers and hedge funds; and a No.1 rated (II) Global Specialist Salesperson, covering Media and Telecommunications. Other industry awards included: Best ETF Research providers by ETF Express; and Best Innovation paper by Savvy Investor. Rob started his career in Fund Management in 1993 at Singer & Friedlander, where he helped run the US equity fund. Rob passed the AIIMR (Associate of the Institute of Investment Management & Research) as a prize-winner in Interpretation of Accounts & Corporate Finance. Among other industry qualifications, Rob holds a BSc (Econ) degree in Accounting and Management, an MSc in Coaching and Behavioural Change and is a qualified Executive Coach.
15.45 - 16.15
Creating a Truly Empathetic Customer Experience
Speakers:
John Sills
The FoundationManaging Partner
John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
Owain Service
CogcoCEO
Owain is the CEO of CogCo. His focus lies in helping organisations to build their internal capabilities relating to the behaviours of their customers and employees; and in the practical application of behavioural science. He is also an Honorary Professor of Behavioural Science at Warwick University. He was previously the co-founder and Managing Director of the UK Government’s Behavioural Insights Team and before that was a Deputy Director of the Prime Minister’s Strategy Unit. In his spare time, Owain enjoys cooking elaborate meals, and hanging out with his young family.
16.15 - 16.30
The Importance of Service Strategy in CX: A Fireside Chat with Sarah Reeder, Service Strategy Manager at Sky
In this fireside chat, Sarah will share her thoughts and experience of Service Strategy. She’ll cover the role of data and analytics, storytelling and the importance of balancing service economics, to shape organisational decision-making in CX and transformation projects.
Speaker:
Sarah Reeder
SkyService Strategy Manager
Sarah is a Service Strategy Manager working in Technology within Sky Group Service Management, focused on Digital Service and CX Transformation. Her role provides thought leadership, insight, and strategy; supporting the business to deliver data-driven, measurable, effective transformation. She’s also the co-owner of the Sky Group Service Management Wellbeing pillar, creating team-wide activities and awareness to support our people and promote healthy work-life balance.
16.30 - 17.00
Panel Discussion: Current Challenges and Opportunities Shaping the Future of Customer Contact
Speakers:
Jane Redgrave
BupaHead of Consumer Retention
Jane is an accomplished leader with a passion for delivering best in class customer service for customers. She has worked in a number of teams inside and outside of the contact centre for over 25 years, most recently leading the Loyalty & Retention teams that help Bupa maintain and grow its leading market position. Jane believes that you get your best results by helping people develop and grow to be their very best - in and out of work - and that this accelerates engagement and business growth.
Faye Bailey
HalfordsQuality Lead
Charlotte Owen
Financial TimesHead of Customer Planning & Customer Relationships
13.35 - 13.40
Chair's Welcome
Vinay Parmar welcomes attendees to breakout room.
Speaker:
Vinay Parmar
Druva StarFounder
13.40 - 14.00
Empowering Teams: Strategies for Motivation, Culture, and Hybrid Training
Speaker:
Áine Egan
HalfordsTraining and Development Lead
I’m an award-winning Training and Development Lead, bagging a Silver Trainer of the Year at the 2023 CCMA Awards. From being an air hostess to a contact center team leader, I've been around the block. But here's the scoop: I'm all about injecting training with passion and personality, especially when it comes to customer service. Every customer, in my book, deserves nothing but the best. I've left my mark globally, teaming up with BPO’s in South Africa and India, crafting training magic that clicks with all kinds of learners. Currently studying a Level 5 Learning & Development apprenticeship, proving that continuous learning is really important. To sum it up, I'm on a journey driven by a love for training, a passion for top-tier customer service, and a constant hunger to level up in Learning & Development.
14.00 - 14.20
Empowering Change: Activating Impactful Sourcing Strategies
Join us for an insightful exploration of Impact Sourcing and its role in social sustainability with Alistair Niederer, CEO of NeedleRock, and Jon Yarlett, founder of the Impact Sourcing Alliance. Together, they will explain Impact Sourcing with the use of case studies between the UK and Africa.
Alistair has been building an ESG and sustainability business supporting service and technology companies. Joining forces is Jon Yarlett, founder of the Impact Sourcing Alliance, committed to promoting education and information sharing within the global BPO and CX community.
As Nelson Mandela wisely stated, "Education is the most powerful weapon you can use to change the world." Alistair and Jon will showcase a foundational literacy programme entitled 'One Agent One Child' which delivers social impact from an international charity and a local service provider. This hugely successful initiative has already made a tangible difference by supporting schools and providing literacy support to young children, positively impacting numerous families.
Speakers:
Jon Yarlett
The Impact Sourcing AllianceFounder
Jonathan Yarlett is the founder and CEO of both Intelligent Sourcing and The Impact Sourcing Alliance. Over the past 15 years Jon has been working with global sourcing vendors within BPO, CX and shared services, helping them identify and attract clients through range of promotional and marketing activity. In 2023 Jon launched the Impact Sourcing Alliance to shine a light on what is a massively important concept within BPO and CX. The alliance works with strategic partners from all over the world and champions vendors who operate and enforce inclusive hiring as part of their ESG, CSR and DEI.
Alistair Neiderer
ESG AdvisoryGlobal Executive
Seasoned global executive specialising in ESG Advisory, Customer Experience Management, Business Process Outsourcing, IT, Telecom and Business Services. Regional Growth and Market Development including ESG Social Sustainability and Impact Sourcing, ESG management solutions, M&A, Strategic Advisory, Technology Leverage.
14.20 - 14.40
How Organisations Can Use Insights to Improve the Overall Customer Contact at Every Touchpoint a fireside Chat with James Brindley-Raynes
James is currently Head of Digital Customer Journey at A.P. Moller-Maersk. Prior to joining the company, he was Director of Product Management at Jacobs where he spent two years leading product teams focused on environmental technology. James has previously worked for HSBC, BlackRock and Dunnhumby where he led portfolios of products and transformation programs. James is a mentor and product leader who loves to coach and develop high performing product teams.
Speaker:
James Brindley-Raynes
MaerskHead of Digital Customer Journey
James is currently Head of Digital Customer Journey at A.P. Moller-Maersk. Prior to joining the company, he was Director of Product Management at Jacobs where he spent two years leading product teams focused on environmental technology. James has previously worked for HSBC, BlackRock and Dunnhumby where he led portfolios of products and transformation programs. James is a mentor and product leader who loves to coach and develop high performing product teams.
14.40 - 15.00
Enhancing Customer Journey with an AI-powered Contact Centre
Speaker:
Sid Farmiloe
DialpadSales Architect & AI Advocate
15.00 - 15.30
Coffee Break
13:35 - 13.40
Chair's Welcome
Brian Manusama welcomes attendees to breakout room.
Speaker:
Brian Manusama
ActionaryExecutive Partner
13.40 - 14.00
Acts of Kindness on the Front-Line: A Fireside Chat with Anna Wilcox, Head of Customer Experience at Bupa
Speaker:
Anna Wilcox
BupaHead of Customer Experience
Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
14.00 - 14.20
From Hype to Reality - Designing a Winning CX Gen AI Strategy for 2024
Join Freshworks to dive into the forces driving adoption of generative AI in the world of customer experience, identify key use cases to maximise impact in 2024, and learn about how some of our largest customers are applying these strategies already. Reasons to Join:
- Insightful Exploration: Uncover why businesses worldwide are turning to GenAI to reshape their customer support strategies
- Efficiency Revolution: Learn how GenAI can drastically improve efficiency, automating and accelerating basic tasks to deliver delightful self-service experiences & free up your team to focus on the important stuff
- Out-of-the-Box Brilliance: Explore which strategies Freshworks customers are using to win in 2024 - from intelligent self-service to empowering agents. We'll also show how GenAI can help CX Leaders turn insights into action, fuelling business agility. Freshworks delivers simple AI-guided customer-service solutions to deliver delightful customer engagement and increase team productivity.
Join us as we demystify the GenAI hype and provide actionable insight for the year ahead.
Speaker:
Matt Bramley
FreshworksSenior Solutions Engineer
14.20 - 14.40
10 Dilemma’s For the Future of Customer Service in 2030
Speaker:
Brian Manusama
ActionaryExecutive Partner
14.40 - 15.00
Orchestrating the Future of Customer Experience (CX)
Speaker:
Steve Barratt
GenesysAI specialist
Steve Barratt is an AI specialist at Genesys with 20 years experience within customer experience. Steve works with a number of global customers to help them identify where and how they can use AI to orchestrate personalised, end-to-end experiences within and beyond the contact center. Steve is passionate about helping organisations leverage Genesys AI to both improve the employee and customer experience and constantly innovate to help customers drive growth whilst delivering excellence every day.
15.00 - 15.30
Coffee Break
11.00 - 12.00
Five emerging trends in Customer Support that you need to prioritise in 2024
Freshworks returns to deliver another interactive cinema session and this time they are bringing AWS for a session designed to help customer support leaders consider the priority investment areas and emerging trends in CX for the year ahead. In 2024, the stage is set for AI's unstoppable rise, promising productivity boosts and elevated customer engagement. But how will customer expectations change as they become familiar with the technology and where will you need to consider how the technology can benefit employee productivity and customer engagement?
Three reasons to join:
- Master the 5 key areas for CS success in 2024
- Harness the power of generative AI for real results
- Learn actionable strategies from top-notch CS leaders
Speakers:
Callum Lewis Jones
FreshworksHead of UKI Field Marketing
Matt Bramley
FreshworksSenior Solutions Engineer
13.40 - 14.40
Knowledge Management: the Secret Sauce for Customer Service Success
Speakers:
Stin Mattu
Upland SoftwareProduct Marketing Manager
Andrew Scott
Upland Software, Principal Solutions Consultant
Andy Scott has spent the last dozen years working with organisations across many industries, to help them understand their customers better through effective customer feedback. In his role as Principal Solutions Consultant, he enables organisations to bring about positive change based on actionable insights driven from the customer's own words to ultimately improve their customer's experiences.
11.00 - 12.00
Unified Customer Experience: Going from Innovation to Disruption
Growth Strategy Dynamics – Defining your CX North Star and turning this into an actionable strategy that meets the needs of your future customers
People Empowerment - How you can play a leadership role to make disruptive change, break silos and empower a unified team culture that embraces change
Responsible AI in CX – Go beyond the buzzword as we discuss best practices surrounding ethical AI integration to super charge your customer experience
Success Stories – Hear how Sprinklr have been working with their global customers to transform their customer experience strategy.
Speaker:
Alan Gibson
SprinklrService Specialist
“It was an insightful conference with a lot of opportunity to learn alongside connect with people from different backgrounds, all looking to enhance customer service in different ways”Senior MI Analyst
“The whole day from start to finish was excellent. The different presentations, fire side chats, opportunity to engage with suppliers and to network has really opened up some opportunities. Plus the food and drink was such a lovely surprise as wasn't expecting this :)”Customer Proposition Lead
“Extremely well set up. Individual sessions were punchy and to the point. Having multiple rooms meant you could ensure content watched was appropriate Venue was great"Customer Engagement Manager
“The information was great and enabled a better understanding of some topics that can often be hard to digest. The different sectors/speakers gave a wider perception on what was happening in both the public and private sectors and showcased many of the efforts taken to improve CX.”Business Innovation and Customer Experience
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world.
For more information visit www.freshworks.com.
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: www.genesys.com/uk
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com.
reduce costs and improve customer satisfaction.
Our solution:
• The platform is driven by a powerful combination of advanced AI, deep automation, intelligent MasterBotsTM, and unified, smart communications management
• For human-driven operations, it enables diverting 50% of communications to digital and automating 50% of repetitive inquiries and processes - also known as the CommBox 50-50™ Rule
• The platform empowers agents through a unified interface to manage all communications
• It delivers AI-driven insights and supports with bot-assisted actions, resolving customer needs quickly, accurately, and without any friction.
• It enables more and more customer communications to be automated, powering greater customer satisfaction, higher efficiency, faster and smarter outcomes, and business growth
We are committed to bringing brands and customers together in a natural, outcome-driven way, helping businesses to achieve their goals and exceed the expectations of their customers.
An independent growth consultancy that, since 1999, has helped brands and businesses pioneer on behalf of customers.
Being customer -led is not just doing what customers ask. It’s understanding the problems they need to solve or the outcomes they want, then finding new and better solutions.
This is the foundation of sustained success.
We work across three practice areas critical to becoming and remaining a successful Customer Pioneer:
• Customer Strategy
Understand what really matters to customers and make better strategic choices
• Customer Experience
Design and embed experiences that continually make things better for customers
• Customer-led Transformation
Set a whole organisation up, systematically and culturally, to become a customer-led success
Scorebuddy is a Cloud based Quality Assessment platform used to measure and improve staff performance by evaluating multi-channel customer interactions in contact centers. Scorebuddy helps improve agent consistency and increase agent engagement, which in-turn improves the overall customer experience. Scorebuddy is designed to collect data quickly and accurately, store it centrally for collaboration with agents, and generate instant analysis and reporting.
Cirrus provides you with an all-in-one AI-enabled contact centre solution. Imagine having a ChatGPT AI-copilot by your side, guiding and assisting in every single interaction. Our fully integrated omni-channel capabilities, purpose-built contact centre CRM, workforce optimisation, and intelligent quality management are at your fingertips on a single, easy-to-use platform. Cirrus is open and flexible, allowing you to easily integrate essential third-party apps.
Upland Software is a technology company specializing in Products, Services, and Solutions that promote exceptional customer experience, employee excellence, and increased profitability. Our products for contact centers are designed to make your agents’ lives easier so they can focus on solving your customers’ problems faster.
Upland InGenius - Integration of phone and CRM systems to ignite agent efficiency.
Upland RightAnswers - AI-powered knowledge that connects your agents and customers with answers across enterprise organizations.
Upland Panviva - Compliance-driven knowledge that contextually guides agents and customers through complex processes.
Upland Rant and Rave - Customer engagement software that turns insight into action.
8x8, Inc. (NASDAQ: EGHT) is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact center and enterprise-class API solutions powered by one global cloud communications platform. 8x8 empowers workforces worldwide to connect individuals and teams so they can collaborate faster and work smarter. Real-time business analytics and intelligence provide businesses unique insights across all interactions and channels so they can delight end-customers and accelerate their business.
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Our AI-powered Quality Assurance software platform, and flexible customer service outsourcing product, boost both customer service agent performance and customer satisfaction, whilst also reducing costs by up to 99%. Our innovative software allows agents to earn tips (£/$/€) and gather feedback, enhancing team accountability, customer insights, and supercharging positive customer outcomes. Designed to integrate seamlessly with your existing systems like Zendesk, Freshdesk, Salesforce etc.
VENUE DETAILS
The Brewery
52 Chiswell Street, London, EC1Y 4SD
How to get here
Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.
Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.
Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.
– Take the Victoria Line Southbound towards Brixton on the London Underground
– Depart at London Victoria Station
– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will be on your left
– Take the London Underground, eastbound on the Piccadilly line
– Change at Hammersmith Station and take the District line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
– Take the Gatwick Express train to London Victoria Station
– From the station, take the exit by Platform 2
– Turn right and walk 100 metres
– Park Plaza Victoria London will be on your left
– Take the Stansted Express train to Liverpool Street Station
– Change to London Underground and take the Circle line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
Take the Northern Line towards Morden on the London Underground
Depart at Moorgate Station
Walk north on Moorgate/A501 for 7 minutes
Turn left on to Chiswell St
The Brewery will be on your left
Take the Heathrow Express to Paddington Station
Take the Elizabeth Line on the London Underground towards Abbey Wood
Depart at Liverpool Street Station
Walk West on Liverpool Street
Turn left onto Eldon St
Continue straight on South Pl, Ropemaker St and Moor Ln
Turn left onto Chiswell St
The Brewery will be on your left
Take the Thames Link towards Cambridge
Depart at London Bridge
Take the Northern Line on the London Underground towards High Barnet
Depart at Moorgate
Walk North on Moorgate/A501
Turn left onto Chiswell St
The Brewery will be on your left
Take the Stansted Express to Liverpool Street Station
Head South toward Liverpool St
Turn right onto Liverpool St
Turn right onto Broad St
Turn left onto Eldon St
Continue onto South Pl, Ropemaker St and Moor Ln
Turn left onto Chiswell St
The Brewery will be on your left
Single Ticket
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Single Ticket
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Free Ticket Applicable for Senior Individuals Working in Customer Engagement
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Not Relevant to Suppliers/Vendors to the Industry
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3 Halls of Case Study Content
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Event Networking
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Interviews
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Panel Debates
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1-2-1 Meetings
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Focus Groups
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Lunch Provided
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After-Event Drinks
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Registrations are subject to approval
Free
SUPPLIER TICKET
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For Suppliers
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Networking and Commercial Opportunities
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3 Halls of Case Study Content
-
Event Networking
-
Interviews
-
Panel Debates
-
After-Event Drinks
-
Registrations are subject to approval