12th November 2018

12/13TH NOVEMBER 2018

Customer Engagement Summit 2018

Westminster Park Plaza Hotel, London
Register Sponsor

CUSTOMER ENGAGEMENT SUMMIT RETURNS FOR A SEVENTH YEAR

EUROPE’S LARGEST EVENT OF ITS KIND IS NOW TAKING PLACE OVER TWO DAYS

With a year that’s so far been filled with GDPR regulations changing the way that every organisation operates, as well as AI becoming more frequently used than ever before, it’s understandable to be at a crossroads in terms of where to go next with your customer engagement strategies.

The big news for 2018? Well, this year’s Summit is a two-day event for the first time ever, meaning that you get to enjoy more world class content than ever before.

Attending the Customer Engagement Summit provides a unique experience that can only be found at Europe’s largest event dedicated to customer and employee engagement professionals. With 90+ speakers across 4 topic halls and 24 topic streams, we’ll be delving deeper into the industry’s hottest trending topics, allowing you to head back to the office equipped to take your own customer experience to the next level.

The overarching theme of this year’s case-study led CPD accredited Summit relates to our people, and how coupling the potential of our workforce with new technology can lead to competitive gain.

So, don’t miss out – you can find out more about the day and secure your seat below.

The Customer Engagement Summit 2017 Highlights

2018 Headline Speakers

Gavin Ingham

GavinIngham.com

Tim Arthur

Virgin Money

Stephen Robertson

The Big Issue Foundation
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Gavin Ingham

Motivational Speaker

Are you looking for that extra edge in business and life, wanting to create a world-class organisation, or looking to build high-performance teams? If you are serious about you, your people, and your business, then I can help.

WHAT I DO: I help CEOs/MDs/Business Owners to grow their businesses, develop world-class leaders and high-performance teams.

HOW I DO IT: Based on my ‘I am 10’ methodology, I deliver motivational talks and structured coaching for leaders and teams. Using my powerful, blended approach, results come quickly and can last for the long term.

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Tim Arthur

Creative Director

As Creative Director of Virgin Money I’m in charge of Marketing, Brand, Digital, Customer Experience and External Comms for one of the most exciting brands in the banking sector.

Our ambition is to make ‘Everyone Better Off’. My ambition is to help us become one of the most successful, trusted, innovative and inspirational banks in the UK.

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Stephen Robertson

CEO

Stephen has been CEO at the Big Issue Foundation since July 2007. His previous role was Director of Commercial Operations at Shelter, where he had responsibility for a chain of 100 charity Stores, a mail-order business and a Training business primarily focusing on Housing professionals. Stephen was a member of the Senior Management Team with cross organisational responsibility for the strategic management of the Charity. Stephen was at Shelter for 13 years.

Stephen helped found and ultimately chaired the professional body that represents the majority of Charity Retailers in the UK, ‘The Association of Charity Shops’. Stephen is a Trustee of the homeless health care charity, London Pathway, a Trustee of TRAID, a charity committed to protecting the environment and reducing world poverty by recycling and campaigning at home and Chair of the Board of Trustees of Shoreditch Town Hall Trust.

2018 Speakers

Benjamin Rand

Olympus

Dan Hagen

Olympus

Darrell Murphy

St Giles Hotel Group

Gerry Brown

Customer Lifeguard

Peter Evia-Rhodes

News UK

Julia Barbosa

Save the Children

Sarah Davies

Oliver Bonas

Holly Devonald

LV=

Anna Wilcox

Bupa

Machaela Shepherd

Bupa

James Grimshaw

Vodafone

Moira Clark

Henley Business School

David Wales

Kent Fire and Rescue Service (FRS)

Kim Ratcliffe

Water Plus

Denise Law

The Economist

Sarah Sargent

Lowell

Charlie Adams

Ordnance Survey

Alex Walker

NHBC

Christine Smith

NHBC

Chris Newstead

Wellcome

Debbie Bennett-Jackson

Citi

Gemma Todd

Imperial London Hotels

Zane Rudovska

Fincap Group

Stella Creasey

Fidelity International

Tom Cleaver

Policy Expert

Francesca Rea

NewDay

Helen Wilson

Ipsos

Justine Manche

Tata Communications Ltd

Ramkumar Chandrasekaran

Tata Consultancy Services

Emma Perkins

Experian

Richard Rust

Ericcson

Angel Lozano Gragera

TASIS The American School in England

Graham Bowditch

NHS Blood and Transplant

Peter Mooney

Holiday Extras

Sandy Wilkie

Argyll & Bute HSCP

Rosie Bailey

CitySprint

Emma Dixon

Formica

Teresa Chandler

Zoological Society of London

Pauline Wilson

Virgin Holidays

Gerhard Fourie

Aston Martin Lagonda Ltd

Terence Sorrell

Business Solutions Manager

Claire Carroll

The Co-op

Darren George

Samsung

Amy Vetter

Samsung

Richard Spencer

Promoderation

Nick King

AutoTrader

Tony Vickers-Byrne

Public Health England

Nicky Astle

Rayburn Tours
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Benjamin Rand

General Manager - Customer Support

Benjamin greatest passion is trying to solve challenging problems. In his opinion, customers are often the most complex and least understood segment of running a business, so it’s easy to see how Customer Experience was a natural path to take.

With qualifications in strategic leadership, six sigma, and a Masters in biochemistry he is highly engaged in following consumer trends and in customer service management. In doing so, he has a track record in delivering award-winning strategic direction on customer service, consistent improvements in customer satisfaction at an operational level, and leading customer-centric programs and teams to design and optimise customer decision journeys.

His role, as part of the UKI’s Leadership Team at Olympus’ Medical and Surgical division, is focused on bringing about cultural focus on the customer, the implementation of innovation and design thinking, and leading the charge on NPS!

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Dan Hagen

Regional Business Head Service Contracts & Field Support Services

With a proven track record of developing successful teams through sound business strategy combined with leadership and coaching skills, Dan is driven by motivating people to deliver excellent customer service.

Having spent 10 years in capital sales; both as a Territory Manager and in Leadership roles, he recognises the importance of gaining a deep understanding of the challenges faced by customers before basing the business strategy around developing solutions that resolve these.

His role, as part of the UKI’s Leadership Team at Olympus, is focused on continuing to develop a powerful customer centric Service sales organisation that maximises customer equipment uptime by empowering people to deliver improved outcomes.

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Darrell Murphy

Director of Training and Health and Safety

Life and career coaching, personal growth and development, training and workshops

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Gerry Brown

Chief Customer Rescue Officer

Well seasoned, but not over cooked author, speaker, workshop facilitator and consultant with broad experience in customer service, customer experience, contact centre, & CRM, for a range of market segments in the UK, Canada, EMEA & the USA.

Over that that time I’ve learned what works and what doesn’t. I take a unique approach that eschews the newest shiny toys as a starting point and focuses on four fundamental principles that must underpin and drive a successful customer experience strategy, Culture, Commitment, Communication and Community.

As a vocal and demanding customer myself, I truly understand the frustration, anger and disappointment that characterize many customers’​ experiences with businesses. I’ve been involved in the customer service business in one form or another for over thirty years in strategic, operational and logistical roles. I’ve worked with some of the best customer experience “gurus” and some of the best and worst companies, all of whom have been vibrant, creative and life changing influences.

I help customer service directors, customer experiences leaders and MDs to develop actionable insights, drive value and improve profitable customer retention by focusing on Customer Inspired Thinking that will help them in:

• Evaluating what customers really think of them & why
• Quantifying how much bad service really costs them
• Identifying & addressing areas for improvement
• Engaging, involving and inspiring their employees to find their inner customer
• Introducing & integrating the right technology at the right time for the right reasons
• Measuring what matters – to customers

By doing this successfully, and consistently, I hope to avoid undignified impoverishment in my later years and grow old gracefully and gratefully.

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Peter Evia-Rhodes

Head of Engagement, Operations and Retention

Pete E-R is the Head of Engagement, Retention & Operation at The Times and The Sunday Times. His key responsibilities including engaging 500,000 subscribers through a programmatic customer lifecycle, exclusive content and award winning contact centre. They’re achieving their best ever retention rates and delivering record growth. His focus is on bringing together a customer centric approach with innovative solutions to new-age problems.

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Julia Barbosa

Special Projects Lead

Julia Barbosa is a marketing and business effectiveness specialist, with a consistent track-record of leading people and organisations through change, equipping others with tools and skills to thrive. She is currently Special Projects Lead at Save the Children, where she leads strategic projects, focusing on driving engagement, CRM and customer experience. Julia speaks and writes about personal development, the learning power of failure and happiness in the workplace.

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Sarah Davies

Customer Service Manager

As Customer Service Manager for Oliver Bonas I have led the Customer Service team through exciting changes and rapid growth in the last couple of years. Before joining Oliver Bonas I led teams providing great service in a variety of industries across private, government and charity sectors. I never stop asking questions of myself, the industry, suppliers and the teams I work with in every situation which helps us to keep evolving to fix the problems and answer the questions we receive every day

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Holly Devonald

Head of Home, Travel and Landlord Operations

Holly has been a part of the contact centre industry for the past 31 years; she is currently the Head of three products across Sales & Service – Home, Travel and Landlord at Liverpool Victoria. Holly has worked at Liverpool Victoria for 10 Years and prior to LV and previously worked at RSA for 21 years.

Holly ensures world class service is achieved across two main sites and overseas the performance of a headcount for over 300 employees. She has considerable experience of achieving demanding service levels, driving efficiency within the business.

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Anna Wilcox

Head of Customer Experience

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care.

Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres.

Despite her passion for marketing, she found she really wanted to make a difference for the customer.

So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa.  This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.

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Machaela Shepherd

Customer Experience Senior Manager

Machaela is an established business to business sales leader with over 16 experience years at Bupa.

At Bupa Machaela initially worked within the SME sales channel, but in 2010 she turned her attention to Corporate sales where she successful led a department with a portfolio of 980 clients and a net worth of 95 million.

In 2017 Machaela’s passion for the customer led her to take on a new challenge and move into the newly formed customer experience team at Bupa.

Machaela now uses her expertise with B2B clients and intermediaries to improve the Bupa experience for these key customers

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James Grimshaw

Head of Customer Security

James has over 20 years of security experience working with a variety of global customer across a wide range of sectors.  He started his career developing and reviewing code for security products before moving into professional services, providing security advice and guidance to large Enterprise customers as well as SME.  As one of the founding members of the UK Government security advisory scheme, he has worked extensively across UK Government and its suppliers to develop and promote security good practice.  More recently he has led the creation and development of a global Enterprise customer security team across Vodafone, running security on behalf of our customers, managing the introduction of GDPR compliance and enabling a positive end to end customer security experience.  He is passionate about enabling security for everyone.  Offering security capability which is easy to use, secure by default, informing and promotes security in a positive way so its embraced rather than forgotten.

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Moira Clark

Director

Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and international companies. Her major area of research and consulting is in Customer Management, Social Networking, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.

Moira has researched and published widely on the subject of Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.

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David Wales

Customer Experience Manager

David is the Customer Experience Manager for Kent Fire and Rescue Service (FRS), a new and possibly unique role within the UK Fire Service. He is an experienced fire officer, published author and has won awards for incident management (channel tunnel fire), research management (human behaviour studies) and as a presenter (improving burn care).

His research insights provide a new understating and perspective to the provision of prevention and emergency services. He now has responsibility for designing and managing the strategy to embed a customer focus within Kent Fire and Rescue Service. David advises a wide range of organisations/sectors and his thinking is influential in the UK and internationally.

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Kim Ratcliffe

CCO

Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venture between United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largest water retailer in the UK with over 400,000 customers.

Kim oversees the Service, Planning, Complaints, IT, Change, Market Operations, Billing and Collections functions within the business.

Water Plus really spoke to Kim’s desire to create a unique and exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-up environment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home.

As Water Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her own area and ensure that local businesses are contributing more widely to local initiatives and daily lives.

All of Kim’s previous roles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world class customer experience through unrivalled employee engagement and utilising unique approaches to achieve industry leading results.

 

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Denise Law

Head of Strategic Product Development

Denise Law is a journalist turned product development manager. She currently oversees a strategic initiative at The Economist aimed at accelerating the development of its website, apps and newsletters—with an eye towards turbocharging subscriptions growth.

She joined The Economist in 2015 to expand and manage its editorial social media department. Under her leadership, The Economist’s social media following increased 25%, with traffic via third-party channels up by more than 50%. The team’s efforts have been regularly cited in trade press as a prime example of how social media can be used effectively to increase awareness, build engagement and help drive subscriptions.

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Sarah Sargent

UK Director of Customer Experience

Award winning, dynamic and innovative customer service professional with a 15 year record across of achievement in large, complex, multi-site, multi-channel customer service & sales contact centres. Experienced in designing and developing strategies to drive improvements across customer experience, revenue, efficiency and employee engagement. Key Specialisms:

* Strategic Planning
* Customer centric culture change
* Inspirational leadership
* Process Improvement
* People Management – coaching and developing others

Experience gained in Financial Services & Telco industries

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Charlie Adams

Customer Service Operations Manager

Charlie Adams is a customer service professional with an astute understanding of the importance of customer experience.

Trained as a designer with a BA(Hons) to his name, Charlie has a unique background in operational management and leadership, spending the last 15 years working with a variety of companies from global brands to small enterprises. He is accustomed to working within the Senior Management team to develop strategic plans that drive effective business improvements, and with a keen eye for detail Charlie is skilled at analysing operations to find the changes that can make the big difference.

This has lead to Charlie building a talent for driving improvements in companies that realise a reduction in operational costs whilst at the same time increasing NPS. Whether being responsible for teams of over 100 people or working on small projects, Charlie has helped companies to exceed their customer offering resulting in award winning customer service.

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Alex Walker

Claims Operations Manager

Alex’s passion is driving and implementing change. With a background in HR, and a proven track record in creating behavioural and cultural change for tangible business benefits, she has worked with some great brands including Virgin Mobile Australia and GE Healthcare.

Alex’s most recent role was the Customer and Consumer Services Director at Miele, the worldwide leader in Premium home appliances.  During her 10 years with Miele, Alex inspired and led teams to deliver exceptional and award winning customer service. Her role within Miele was to develop and implement the customer experience strategy and this went hand in hand with a rise in employee engagement.

Alex founded Flint Change in 2014 and has been working with some great organisations including NHBC, The Open University and the NHS, supporting them to manage change, engage employees and increase performance.

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Christine Smith

Claims and Commercial Director

An energetic, motivational leader who thrives on problem solving, taking on new challenges, developing people and, above all, promoting continuous improvement and delivering great results.

Current role is Claims and Commercial Director at NHBC, the UK’s leading warranty and insurance provider for new homes.  NHBC’s ten-year Buildmark warranty covers around 80 per cent of new homes built in the UK, having covered nearly eight million homes since it began and currently protecting around 1.6 million homes.

Over the course of my career I have delivered significant change projects and undertaken many product, business and people development activities.   One recent project was the introduction of NHBC’s online reporting on Customer Satisfaction across the house-building industry. With more 45,000 responses and a response rate of >50%, it is one of the largest consumer surveys of a sector of its kind according to IPSOS MORI.  Over the past 3 years my focus has been on delivering a change programme across NHBC claims which has improved staff engagement levels and delivered a tremendous rise in NPS on claim completion from NPS 9 in 2014 to NPS 48 by March 2018.

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Chris Newstead

Head of Internal Communications

Chris Newstead MCIPR has been Head of Internal Communications at Wellcome for the past 8 years. For the 15 years before he was in marketing and PR working in telecoms & broadcast.

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Debbie Bennett-Jackson

Marketing Consultant

Debbie is a Chartered Marketer with 20 years’ experience in marketing, engagement and change communications.

Skilled in the design, development and delivery of award winning strategies to support sustainable growth and transformation within highly competitive markets.  Debbie’s passion lies in supporting organisations to embrace change and recruit, retain and develop their people.

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Gemma Todd

Head of Human Resources

Gemma has over 20+ years senior leadership and management experience in the HR, OD, L&D space gained through roles held within regional, national and international organisations.

As the Head of HR for the Imperial London Hotels Group, she leads a team of six delivering high quality HR, ER, and L&D services and support to c.1100 employees across nine sites in Central London.

Gemma is a highly experienced employee relations and employment law specialist who saw the benefit of mediation as an alternative to the more ‘traditional’ routes for conflict resolution. In 2014 through the OCN, she achieved the National Certificate in Mediation, joining the Professional Mediators Association as a qualified and accredited mediator.

She is a Chartered Fellow of the CIPD, is a Six Sigma Green Belt, a trained executive coach, a certified management consultant and a Master NLP practitioner. She was recently appointed as a Non-Executive Director for HR to the Shadow Board for the newly formed All Saints Academy Trust in North Essex, where she lives.

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Zane Rudovska

Head of Customer Care & Sales

Areas of expertise – Customer care, direct sales, telemarketing and operations in Fintech companies. Has been in Customer care over 10 years.

Cooperated with several markets to assure Customer care business goal achievement, improving processes for customers and agents, created standards and main KPIs. Launched operations in several markets across Europe, Asia and Latin America. Developed direct sales as a great channel to generate more money by using Customer care teams who can deliver millions across Group markets. Has always found a potential in existing customer portfolio and showed to markets how to utilize it in a smart way!

Believing that Customer care is the key for sustainable business. In love with new strategies, CX improvements and innovative technologies how to drive customer care and make it more effective.

Passionate about challenges ahead & being sure that openness and communication within the team is the best tool to make things happen!

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Stella Creasey

Voice of the Client Lead

Stella leads the Voice of the Client programme for Fidelity’s global business bringing client insight to the Client Experience transformation programme. Fidelity is a leading global Investment Management business with clients in the direct end investor space and the business to business space.

A seasoned senior executive in Research, Insight and Voice of the Client programmes with a focus on data driven insight transformation to drive business growth. Over 20 years experience in commercial and public sector companies in the media and entertainment sectors,  telecommunications and asset management. Prior to Fidelity, Stella was Senior Vice President for Global Research and Insight at BBC Worldwide – the commercial arm of the BBC.

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Tom Cleaver

Customer Excellence Team Manager

Tom Cleaver – Tom has worked with Policy Expert for over 5 years and has reinvented the way the business thinks about how we engage with customers and view their experience. He is responsible for Policy Expert’s Customer Excellence, constantly looking at how we can improve the customer journey. A ‘Rising Star’ in the industry, he is bringing a strong passion and enthusiasm for Customer Experience.

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Francesca Rea

Director of Customer Service & Service Delivery

An experienced operational leader who has lead successful transformations and created award winning customer service experiences and teams. Proven track record for cost reduction in a Customer focused way. Diversification of roles has brought a rounded skill set including relationship management of major Corporates to operational leadership using lean process and change management leading teams of 3500+.

Customer and people engagement are a key strength. By using experience gained over diverse roles and sectors Fran uses a strategic approach combining future enabling technologies and lean process methodology. Other key strengths are Customer focus and insight, Leadership, Transformation across large resource/global multi site organisations and driving cost efficiencies through simplification, innovation, digitization and automation. Recent 2017/18 programmes include RPA, e servicing enhancements, natural voice IVR, speech analytics, customer issue resolution programme, Brand Ambassador programme, print consolidation and customer services operating model.

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Helen Wilson

Global Chief Experience Officer

Helen re-joined Ipsos in 2013, having begun her research career there more years ago than she cares to remember.  She is now Global Chief Experience Officer for Customer Experience and Mystery Shopping.  Previous roles include Global Chief Marketing and Communications Officer and Managing Director of Ipsos Loyalty, UK.  She has also led Ipsos’ CX Council, a forum for CX leaders to come together and ‘lead the industry debate’.  Helen has significant CX research experience across a number of sectors, markets and customer types, but she ‘cut her teeth’ on b2b and that’s still where she most likes to roll up her sleeves.

Before Ipsos, Helen was at CFI Group, the organisation behind the American Customer Satisfaction Index (ACSI), and advanced CX analytics specialists, where she spent most of her 10+ years in Programme/Account Director type roles, responsible for major CX research programmes. Prior to CFI, Helen headed up the Consumer Products, Trade and Retail Practice at ORC International, led the research team at Marketpower, a specialist food service agency and was an Area Director at Pharma Strategy Group, IMS, a provider of healthcare intelligence.

Helen is a frequent speaker, chair and judge at CX events, most recently the CX Marketing Summit 2018.  Her favourite speaking engagement remains that for the UK National Contact Centre Conference a few years ago: Feedback included: “Awesome presentation from Helen Wilson at CCMA conference” and “If you want a lesson on how to make a data presentation interesting you have to see Helen Wilson”, based mostly on succeeding in returning the audience to their seats after the building had been evacuated due to a firm alarm in the middle of her presentation – no mean feat at the British Library in London!

Outside of work, Helen has four young daughters and a Fox Red Labrador puppy – enough said …

Ipsos

Ipsos is the global leader in designing, measuring and delivering value from Customer Experience programmes.  We help organisations retain customers and recover those at risk, grow share of spend, increase advocacy and drive up operational efficiency; to ‘deliver a Return on Customer Experience Investment (ROCXI)’.  Based across 40 countries, our expert CX teams help organisations at all stages of CX measurement and management, using a unique blend of research, technology, analytics and advisory solutions.

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Justine Manche

Global Director Brand Communications & Creative Services

Proven senior communications strategist, implementer and problem solver with extensive experience in leading communications teams and developing creative solutions to business challenges. In my 20 plus years in the industry, I have conceived, planned and directed a wide range of high-impact business-to-business and business-to-consumer campaigns.

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Ramkumar Chandrasekaran

HR Director UK & Ire

Head of Human Resources with a demonstrated history of working in the information technology and services industry. Strong human resources professional skilled in aligning HR strategy to Business. Talent Management, Employee Engagement, Staffing, HR Policies, and Compliance.

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Emma Perkins

Customer Experience Manager

I am a customer experience expert and proven leader of change with high-quality written and verbal communication skills. I help companies map their customer experience and understand how their people, systems and processes impact each customer touch point and how to use this information to develop sales and service propositions.

I am highly motivated with an excellent ability to build good business relationships and work across multiple functions at all levels. I have a track record of consistent delivery with high quality outputs to ensure effective communications, drive change and appropriately represent the organisation. I am experienced at managing both direct and indirect teams, setting direction to deliver clear goals and objectives.

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Richard Rust

Digital Engagement Director

Richard Rust is Director of Digital Engagement for Ericsson Europe and Latin America.

Richard brings 15+ years of agency and client-side experience to his role with Ericsson and has a passion for driving meaningful engagement between brands and their stakeholders.

Richard has broad sector experience has extensive experience of leading teams and complex digital work streams, from pan-regional social media marketing campaigns to digital transformation programmes.

Prior to joining Ericsson, Rich held senior roles with Ogilvy UAE, Edelman Middle East and Nissan, both in the Middle East & Europe.

Richard has a particular passion for driving digital innovation through rapid prototyping – he set up Jaguar Land Rover’s Digital Innovation Lab in 2014 and subsequently led a number of innovation projects for Nissan Middle East, notably leading to a Shorty Award winning, integrated campaign in 2015.

Having started his career in PR & Corporate Communications, Richard has specialist issues & crisis management experience within the context of digital & social engagement.

Outside of work Richard is a formation skydiving coach & competitor.

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Angel Lozano Gragera

Director Of Institutional Advancement

I grew up in a small city in Spain, Badajoz, and at that time, the society I was part of was very homogeneous. Without knowing, when I moved to Madrid to study in the university, I took my first step to becoming a global citizen. Later on, I lived in the United States and recently I moved to Jeju Island, South Korea. Living and working in three continents has helped me to become the professional I am today. Marketing and communications have been my field of expertise.

Currently, I work as a Brand Director for North London Collegiate School Jeju, one of the most prestigious international school in Asia, whose “sister” school in the UK is more tan 160 years old. Since NLCS Jeju is only five years old, part of my job is to reinforce and expand the brand of the school around Korea, rest of Asia and new markets.
I am also in charge of establishing partnerships with international corporations to promote our brand and to develop programs where students can benefit from. So far, NLCS Jeju has been affiliated with names like Cisco, Intel and Real Madrid, among others.

Like I have done in previous jobs, I design the internal and external communication strategy: website, social media, printed school magazine, teacher blogs, school brochures, mobile apps and audiovisual products.

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Graham Bowditch

Organisational Development Manager

A Master in Public Administration graduate with an interest in both public and private sectorAdministration, Human Resources, Policy Analysis and Project Management.

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Peter Mooney

Customer Data and Insight Manager

Peter into a new role of Customer Data and Insight Manager, for Holiday Extras,18 months ago, building on his existing expertise, gained from overseeing the customer facing teams for 20+ years.

In those past 18-month, he has created a complete framework from scratch, identifying each existing touch point, alongside creating new ones. The analysis of each verbatim comment was next on the list, creating ‘categories’ and using these consistently across each touch point of the customer journey.

The Business-wide awareness of this new creation was the next challenge and he has successfully got this imbedded into all levels of thought, up to CEO, to the point where frequent requests for insights come through. Those requests cover corrective actions, general improvements and also pre-design work on enhancing product look and feel.

This CI creation is what he has termed ‘The Stack of Needles’; the ongoing challenge is to liaise with the teams that exist across our Group (UK and Europe) and help select the correct ‘needle’ to feed into every project. The end aim here, being an improved customer experience. Great successes have been achieved to date, but there is much more to work on; a constantly evolving objective.

Working for Holiday Extras since 2001, previous industry experience also covers Insurance, Finance and Food Manufacturing. Significant contact with the customer has always been a key component, in varying guises, of his career.

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Sandy Wilkie

Head of People & Change

A geographer by background, I have over 20 years experience of HR & OD within private and public sector organisations. I strive to take a holistic view on workplace issues, one which links a number of different organisational disciplines. As Head of People & Change for Argyll & Bute HSCP, my team supports around 1,500 NHS professionals as we seek to build integrated teams & services with 800 Social Work/Care colleagues from Argyll & Bute Council. I work in a beautiful coastal landscape with 23 inhabited islands, but the challenges of providing a sustainable service in a remote & rural landscape cannot be underestimated.

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Rosie Bailey

Director of Customer Management

Rosie is responsible for CitySprint’s SME customer engagement strategy, focusing on retention and growth, and leading the Customer Experience Improvement programme. Rosie also manages commercial targeting and the relationship team looking after CitySprint’s key account customer base. Recognisable achievements already include, implementing both the key account management programme and the national Customer Care team in 2015 and winning Silver for the Most Improved Complaint Handling at the 2017 UKCHA Awards. With over 18 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.

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Emma Dixon

People and Performance Manager for UK

Efficient, focussed HR professional able to coach and support managers through policy and processes to maximise the effectiveness of teams and resources. Focussed on personal development through voluntary work and further education.

Effective communicator who can simplify the complex and create strong working relationships based on trust, delivery and honesty. Results driven and comfortable working across boundaries. Proactive and organised; dedicated to doing my best!

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Teresa Chandler

Senior HR & Training Business Partner

I love people and I am passionate about employee engagement and development. I am a practical and commercial OD and HR professional with a track record of international strategic and operational roles.

Over the years I have gained experience across a broad spectrum of HR disciplines including learning and development, business partnering, talent management, employee engagement, employment relations, change management, HR setup and management, resourcing, remuneration, global mobility and business expansion/restructuring. I have advised corporate and management teams, managed cross cultural/remote teams and have a proven record of achievement and delivery of complex and regional HR projects. I have also been a coach to external clients in fee earning roles across various sectors.

Strengths include strategic business partnering, project delivery within tight timescales and consistently exceeding demanding service standards, resilience to work in a demanding environment with the ability to manage and drive forward change, exceptional interpersonal and communication skills both verbal and written.

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Pauline Wilson

Operations Director

A collaborative leader with extensive leadership experience fostering strong team spirit and a proven track record of success. Over 20 years of operational and customer service experience in the travel industry. Building and developing high performing teams, I have an established reputation as a highly motivated and focused professional who is results orientated, disciplined and committed to providing an excellent customer experience and operational delivery at optimum cost.

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Gerhard Fourie

Director of Global Marketing and Brand Strategy

Gerhard Fourie is the director of marketing and brand strategy for Aston Martin and is he responsible for global marketing, CRM and the definition and evolution of the Aston Martin and Lagonda brands.  Before joining Aston Martin in 2017, he was the general manager for global brand strategy at Nissan.

Gerhard joined Nissan in South Africa and worked in a number of marketing and communication roles, including a two-year secondment to TBWA.  He moved to Japan to work from Nissan Motor Corporation’s headquarters in 2007, heading up marketing and brand management in emerging markets.  In 2011, he took charge of global brand strategy and continued to work from Japan until moving to the UK in 2013 when a satellite office was opened in London.

Gerhard holds a masters degree in industrial and applied psychology from the University of Johannesburg.

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Terence Sorrell

Connected Homes Hive (British Gas)

I have worked for 15 years in the technology and system development arena, having applied the skills I have developed to many different sectors spanning service based businesses to leading edge “Internet of things” technology with the Hive Brand. I bring a wealth of experience, passion and enthusiasm to any business.

I am very experienced in interpreting business needs and desires into deliverable outcomes and have taken a strong leadership role in recent years leading multiple teams to world class levels of delivery in fast paced agile environments.

My industry experience has been recognised with public speaking invitations and engagements within the sector.

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Claire Carroll

Head of Member and Customer Services

Claire joined Coop as Head of Customer and Membership Services in 2015, within 2 years she had transformed a broken operation into an award-winning contact centre at the heart of a revitalised retail giant. She is currently delivering the next stage of the journey, which is to bring together customer facing contact centres across all of the Coop business units as a centre of excellence.

She has worked in Contact Centres for over 20 years and is passionate about supporting and raising the profile of the Contact Centre Industry. She has been a Board Member of the Contact Centre Management Association (CCMA) for over 7 years. Claire has worked in the Finance, Insurance, Communications and retail sectors working for organisations such as GE Capital Bank, VirginMedia, HomeServe and BT.

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Darren George

European CX Insight Manager

As a seasoned consumer insight specialist Darren George has spent the better part of the last decade managing, leading, designing, analysing and driving voice of the customer (VOC) programs.

With over 26 years’ experience in market research and insight gained all over the world Darren now spends his career with Samsung, uncovering those hidden gems of customer feedback that help drive improvement in Samsung’s overall customer delivery.  He has a passion for identifying root causes of poor customer experience (CX), while identifying opportunities across Samsung’s multitude of touchpoints and product lifecycles, with strong focus on mobile devices.

Darren joined Samsung in 2016 after spending the past two decades in leading insight roles at Illuminas, TNS, Frost & Sullivan, 3Com, Gartner, UBM Plc (formerly Miller Freeman) and Nielsen.  He has developed leading edge measurement programs for a wide range of Fortune 500 businesses, from traditional VOC to advanced analytics within mobility, automotive and IT sectors.  His current focus is on strengthening customer loyalty and driving customer centricity within Samsung Europe and uses much of his day measuring the business impact of CX.

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Amy Vetter

Digital Insights Manager

Amy has worked in the digital space for the last 10 years across many brands including IBM, Johnson & Johnson and now Samsung. She has a passion for data which started at university where she set up and ran a successful PPC affiliate agency and then moved into the digital analytics space branching out into personalisation, email campaigns and social data once in the big world of work. At Samsung Electronics Europe she works to surface digital insights from data available across multiple platforms and tries to push change through in the markets across Europe in order to improve customer experience and overall sales in a hero, halo effect. She is a super keen baker and aims to increase the waist lines of all colleagues as well as the sales for the company!

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Richard Spencer

Director

Richard Spencer has been the Director of Promoderation for nearly 4 years.

Our role at Promoderation is to help open-minded and progressive organisations ‘do more, with less’ by transforming their approach and putting the supporter at the heart – as opposed to focusing solely on the money or the management.

Charities, public sector and social enterprises must deliver more impact and public benefit with fewer resources and increasing demand. Under these conditions, the familiarity and security of reporting tangible financial outcomes to managers is a seductive and reassuring habit. This really must change.

We have 20 years of experience developing and delivering practical approaches and techniques to make the shift and put the supporter at the heart.

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Nick King

Insight Director

A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and traditional offline channels. 

Nick joined Auto Trader in January 2007 as Business Intelligence and Market research Director.  Responsible for analysis and insights within the myriad of reporting tools currently available for the internet.  He built the retailer insight team at Auto Trader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing.  He also speaks regularly at conferences round the world.

After graduating from Loughborough, Nick spent 3 years in advertising and planning at Dorlands and Lintas, 3 years as a rock star with Great Northern Electrics, ran a music production company, was a publisher on High-end HiFi magazines at Petersen/EMAP for 7 years and a Marketing Manager at Superscape for 3 years, helping to build the company from a start-up, to one of the top 3 Mobile content suppliers in the UK.

He then spent 4 years, as the Director of Research at Diffiniti / Carat Interactive, responsible for a team of researchers advising a range of Blue-chip clients (AOL, Auto Trader, Coco-Cola, Diageo, Disney, Kodak, Renault, Halifax, Aviva, and Orange) on the development of their marketing and communications strategies in the Digital arena. And from here, joined Auto Trader.

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Tony Vickers-Byrne

Chair of Health and Work Programme & Director of HR

Tony has over 20 years’ experience at director level, primarily in the NHS, where he has also led on facilities and communications at the Royal Surrey County Hospital.

Tony was HR Director at the Health Protection Agency for five years prior to moving to PHE in April 2013.

Tony also chairs PHE’s Delivery Board on Health and Work, which has been set up to work with business, national and local government and the public sector to help employers improve the health of the 27 million adults in employment in England.

Tony is also a member of NHS England’s Equality and Diversity Council, a lead mentor in Race for Opportunity’s mentoring circles and a member of the Civil Service schools mentoring programme.

Tony is a Chartered Fellow of the CIPD and lives in Dorking in Surrey.

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Nicky Astle

Marketing Manager

Nicky openly talks about the early year’s debate and deliberation of her chosen career path – positive leadership, the ability to deliver the most negative of messages in a positive and engaging manner and possessing unrivalled powers of persuasion. No wonder there was a period of time where her choices straddled that of becoming a barrister, marketer – or dare we say it even a politician!

Having made her choice she has spent the last 17 years working in the travel industry, using her skills to establish, lead and develop internal marketing departments, the last 13 years working for midlands based company Rayburn Tours; a leading brand in the educational international group travel sector.

For Nicky, it’s been an exciting and varied career to date, working with a high quality brand, a ream of niche products and services, target markets who demand the very best, servicing markets with headstrong individuals who know their stuff, a plethora of business streams and internal stakeholders, sales teams with a dependence on marketing inbound lead generation, digital agencies attempting to bite you on the bum – she firmly believes it’s time for the internal marketing department to show what they’re made of and guide all involved on a memorable and engaging digital journey.

2018 Topic Streams

CUSTOMER ENGAGEMENT TRANSFORMATION PART ONE & TWO
LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER
CX STRATEGIES FOR THE CUSTOMER JOURNEY
EVOLUTION OF VOC ACROSS THE ENTERPRISE
THE FUTURE OF WORK
CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES PART ONE & TWO
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX PART ONE & TWO
CUSTOMER DATA AND PRIVACY INCLUDING GDPR
ARTIFICIAL INTELLIGENCE AND ROBOTICS
CUSTOMER ENGAGEMENT IN RETAIL PART ONE & TWO
eNGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE
EMPLOYEE RECOGNITION, REWARD AND RETENTION
CUSTOMER AND EMPLOYEE ENGAGEMENT
FUTURE OF THE CONTACT CENTRE
THE EVOLUTION OF CX SERVICE DESIGN
LEARNING AND DEVELOPMENT

2018 Platinum Sponsors

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Why Sponsor?

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The 2017 Customer Engagement Summit in Pictures

CLICK HERE TO VIEW THE SUMMIT PHOTO GALLERY

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Testimonials

Previous delegates include:

Accenture · Accor Hotels ·  Adetiq Limited · Affinion International · Affinity Water · Ageas · Aimia · Air France · American Express Community Stadium/360DV · Anglian Water · Argos · ASK Italian · AT & T · Atos · Autotrader · Aviva · Bank of Ireland · Barclaycard Europe · Barclays · Boohoo · Boots · Bosch · Bowen Craggs · British Airways · BT · Bupa Global · Cambridge University Press · Canon Europe · Capita · Carpetright · Centrica · Charles Tyrwhitt · Checkatrade · CIM · CPM · Crimestoppers · Dell · Deloitte LLP · DFS · DHL Global Mail · Domino’s Pizza Group · EE · Ernst & Young ·  Experian · Eurostar · Financial Times · First Great Western · First Rate Exchange · Fujitsu · GAME Retail · Hastings Direct · Heathrow · House of Fraser · HSBC · Hutchinson 3 UK · ITV · J P Morgan · Jaguar Land Rover · JD Sports Fashion plc · John Lewis · JUDY WU Ltd · Kier · Ladbrokes · Legal&General · Lloyds Banking Group · Lombard · LSE · LV= · Macmillan · Marks And Spencer · McDonalds · Mercedes-Benz · Mitchells & Butlers · Mitel · Molson Coors · Nationwide · Nectar · Nelson Hall · Network Rail ·  News UK · NHS · NSS · npower · NS&I · O2 ·Old Mutual Wealth · Philips Electronics (UK) Ltd · Post Office Ltd · Procter · PWC · Rant & Rave · RBS · Red Letter Days Ltd · Red Lorry Yellow Lorry · reed.co.uk · RSA · RSPB · Rushmoor Borough Council · Salesforce · Screwfix · Shutl ·Skype/Microsoft · Sony Professional Solutions Europe ·South East Water · tanley Black & Decker ·Stellar Europe · Sugar CRM ·Sure ·Surrey Police · TalkTalk · Tate · Taylor Wimpey · Telegraph Media Group · Tesco Bank · TfL · The Co-operative Group · The National Gallery Company Ltd · The NHS Strategic Projects Team · The Westbridge · Thresher & Glenny · TNS Global · TNT · Trustpilot · UCAS · Unicef UK · University of Bedfordshire · Unum Limited · UPS Ltd · Ventana Research · Virgin Atlanic · Virgin Money · Waitrose · Warwickshire County Council · Webtrends · Wessex Water · Which? · William Hill · Yorkshire Building Society

Interested in Speaker Opportunities? Get in touch with your presentation idea today

01932 506 304
editor.engagecustomer@ebm.media

Location

Park-Plaza-Westminster-Brid

Westminster-Plaza

 

12th – 13th november 2018
westminster Bridge park plaza, London

200 westminster bridge road,
London, se1 7ut

Directions:

Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.

Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.

From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins)

  • Travel Westbound on the Piccadilly Line
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Waterloo and exit via the South Bank
  • Walk up York Road to the roundabout

From London Heathrow Airport (approx 90 mins)

  • Take the London Underground
  • Take the Piccadilly Line towards Cockfosters Underground Station
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Westminster
  • Walk Across Westminster Bridge, destination in front of you

From London Gatwick Airport (approx 90 mins)

  • Take the Gatwick Express to London Victoria Railway Station
  • Take the London Underground and travel eastbound via the Circle and District line
  • Get off at Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Walk Across Westminster Bridge, destination in front of you

From London Stansted Airport (approx 90 mins)

  • Take the Gatwick Express to Victoria Station
  • Change for the London Underground and take the District and Circle Line to Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Park Plaza Westminster Bridge will be directly in front of you

Register Your Place

Standard

1 TICKET

  • End User Registration
  • Access to both days
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

Only:

£595 +VAT - £119.00 Order now

Date: 12th & 13th November

Bronze

2 TICKETS

  • End User Registration
  • Access to both days
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

Only:

£995 +VAT - £199.00 Order now

Date: 12th & 13th November

Silver

5 TICKETS

  • End User Registration
  • Access to both days
  • Access to 1-2-1 Meetings Networking App
  • Lunch and refreshments
  • Drinks and Networking
  • Printed Event Guide
  • Download of presentation slides
  • After Event Drinks Party

Only:

£1995 +VAT - £399.00 Order now

Date: 12th & 13th November

Annual

FESTIVAL PASS

Annual Subscription providing access for 1 person to EVERY conference for 12 months.

ANNUAL SUBSCRIPTION:

Extensive online hub of resources, case study presentations, 100+ hours of Webinar recordings, research, reports and more.

Only:

£995 +VAT - £199.00 Order now

12 month event pass

Supplier

1 TICKET

  • Industry/Service Provider
  • Lunch & refreshments
  • Drinks & networking
  • Presentation slides
  • Access to both days

Only:

£1495 +VAT - £299.00 Order now

Date: 12th & 13th November

Have a question? Contact us or check our Frequently Asked Questions page