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.
FIND OUT MORE ABOUT ATTENDING
GET IN TOUCH WITH OUR DELEGATE SALES TEAM!
+VAT - £119Buy A PASS
Date: Monday 12th
+VAT - £199Buy A PASS
Date: Monday 12th
+VAT - £399Buy A PASS
Date: Monday 12th
+VAT - £199Buy A PASS
Date: Monday 12th
+VAT - £299Buy A PASS
Date: Monday 12th
2018 Sponsors and Exhibitors
Accelerator Solutions helps organisations achieve positive business results and become recognised leaders through their culture and reputation. We do this through a range of solutions focused on Training, Development, Consultancy and Research.
Our Training, Development and Consultancy team helps you to build attitudes, skills and behaviours that make the service difference. Our new Service Edge suite offers a unique and flexible range of service-focused training solutions, for those in service roles and also for managers or leaders delivering service through a team. Our Research team brings independence and objectivity to the process of finding out what will make a real, positive difference to your customers. We’re friendly, flexible and hands-on; working to make sure that our input has a direct and lasting impact. We help bring pace to change and take pride in delivering on our promises.
T: 0845 260 6886
Appian provides a software development platform that combines intelligent automation and enterprise low-code development to rapidly deliver powerful business applications. Many of the world’s largest organizations use Appian applications to improve customer experience, achieve operational excellence, and simplify global risk and compliance. For more information, visit www.appian.com.
+44 (0)20 3514 2838
Avaya is a global leader in digital communications software, services and devices for businesses of all sizes. We enable the mission critical, real-time communication applications of the world’s most important operations. Our open, intelligent and customizable solutions for contact centers and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments.
Our professional planning, support and management services teams help optimize solutions, for highly reliable and efficient deployments.x
Hawk Incentives is part of Blackhawk Network Europe, helping companies to build, sustain and extend profitable relationships with employees and customers.
We offer a wide choice of reward and incentive products, supported by easy-to-use platforms and APIs. And many of our salary sacrifice and lifestyle employee benefits are easy to implement, at low or no cost.
BOSCH SERVICE SOLUTIONS
We transform your customers into genuine fans
End customers expect to be dealt with promptly and in the easiest way possible, no matter which channel they use to make contact with your company.
As a leading global supplier of Business Process Outsourcing, we support you in the CX Transformation and CX Delivery processes by combining innovative concepts, tools and technologies. With our tailored and perfectly integrated solutions, we provide unique and positive brand experiences to your customers, helping you to build lasting relationships with them.
Bosch Service Solutions: Intelligent, engaging, transformative
T: 0344 892 0115
BLUE SKY PERFORMANCE IMPROVEMENT
Blue Sky are experts in people change to deliver improved business outcomes.
Typically, you’ll engage with Blue Sky:
• If you want to deliver a customer experience transformation that gives sizeable shifts in NPS, retention, reduced effort, FCR, cost to serve or an uplift in sales.
• If you are trying to drive culture change – our leadership development programmes deliver uplift in employee engagement, a customer focused culture and reduce attrition.
• If you’re looking to drive sales performance improvement
We create experiences that engage hearts and minds and that persuade, encourage, inspire and nudge people to want to behave differently in their role. We are hugely passionate about measuring successful outcomes as a result of a transformation and have rigidly tracked and measured the return on investment for every single client programme, so we can now categorically say, we will deliver an average ROI of around 300% plus.
T: 01483 739 400
CX Company automates the customer experience for the enterprise. Its solutions help clients reduce service costs, boost customer satisfaction and uplift conversion rate by leveraging chatbots, virtual assistants and in-app engagement.
DigitalCX, CX Company’s customer experience platform, enables companies to manage Q&A, automate conversations, and proactively engage customers across all your digital channels and touchpoints. The platform can easily be integrated with your CRM and other third party applications like Facebook Messenger. This enables you to make every customer interaction personal and relevant. CX Company combines AI with easy to design business rules that help create value for both your business and your customers.
With DigitalCX, CX Company has over 10 years of experience in helping major corporations all over Europe with their digital customer experience transformation.
T: +44 7770 888688
T: +44 7776 395578
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.
Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage.
T: +44 (0)20 3053 9333x
We help turn customer service into customer loyalty — by making it easy for customers to get help through social, mobile channels. Today’s consumers no longer require just resolution, but also meaningful conversations, on the most demanding digital channels.
Conversocial applies the disciplines of contact center efficiency with the unique dynamics of social customer engagement. We continuously innovate to help our clients turn unstructured, chaotic signals into organized, meaningful channels.
T: +44 (0) 20 7045 0970
Our beliefs on customer relationships
Far too many customers leave a store without leaving feedback, the main reason for this being the lack of time and trust. Critizr is a trusted and impartial third-party provider, here to bridge the gap between the customer and the brand in full transparency. Critizr relies on ten customer convictions, to bring a breath of fresh air to this all-important aspect of business.
Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel cloud solution for sales, customer service, and contact centres.
Thanks to its speed of implementation, its intuitive interface that is fully integrated in the main CRM on the market, and local business support, Diabolocom allows companies to offer benchmark customer experiences and improve their operational performance.x
Eptica is a leading European tech company specialising in intelligent platforms for digital customer experience, providing conversational and collaborative solutions powered by AI. Brands and organisations across all industries rely on our solutions on all digital channels, including self-service & knowledge base, email, chat and social media.
We are passionate about enabling companies to place digital customer engagement at the heart of their strategy, driving not only excellent customer experience and deeper insight but also creating value across all operations.x
Smart solutions in a complex and changing world Equiniti keeps things running smoothly for some of the world’s best known brands and public sector organisations. Our activities are often mission-critical to our clients but not core to their organisations. By taking care of these services, we free them to focus on what matters most.
We also provide services to millions of individuals, helping them manage their company benefits and putting them in control of their shares and pensions like never before.x
Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the centre of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in over 100 countries trust the industry’s #1 customer experience platform to orchestrate seamless omnichannel customer journeys and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognised by top industry analysts as a leader in both cloud and on-premise customer engagement solutions.
IFS Customer Engagement provides a complete solution to transform the contact centre: combining omni-channel contact technology with Customer Service CRM software in a single, uniquely configurable, AI-powered agent desktop. By bringing together disparate sources of data from multiple systems, our software solves complex customer service and support issues. Benefiting from a 360-degree view of the customer on one screen alongside all contact channels, your advisors can deliver customer engagement seamlessly, whilst simultaneously banking productivity gains.
Make every customer your best customer, with intelligent, personalised service delivery and management.x
Inisoft is a dynamic and forward-thinking software provider, specialising in contact centre technology. Inisoft develops contact centre solutions which are sold globally and used by many leading brands. Our core products Syntelate and Syntelate XA were designed specifically with the agent in mind. Syntelate is our award-winning unified agent desktop used with Avaya POM. Syntelate XA is our omni-channel customer engagement suite that allows your agents to handle calls, emails, web chats, SMS messages, and social media interactions – all from the same easy-to-use interface. We’re backed by a number of partners across the globe which means that when you select us as your provider you’ll have cutting-edge technology at your fingertips.
We are owned by the UK’s largest Independent Outsourcer, Kura (based in Glasgow) therefore our technology is designed specifically with the customer and agent experience in mind. Our unique proposition of combining great people with technology enables us to produce spectacular results for our clients.x
InMoment is a cloud based CX intelligence platform that helps businesses improve every customer experience by delivering insights and actions from feedback in real-time. See why Forrester named InMoment a leader in the Forrester Wave: Customer Feedback Management Platforms and why 450 leading brands across 95 countries choose InMoment: http://www.inmoment.com/
Kantar is home to some of the world’s leading research, data and insights brands. Individually, brands such as Kantar Millward Brown, Kantar TNS, Kantar Media, Kantar Worldpanel, Kantar Added Value and Kantar Futures are famous and highly respected experts in their fields. Collectively, they offer the most complete view of consumers – the way they live, shop, vote, watch and tweet – in over a hundred countries worldwide. For the benefit of our clients, Kantar connects these specialists as well as providing access to the wider WPP group of companies and other partners. Please go to Our Brands to find out more.
T: +44 207 656 5000
KMS Lighthouse is a leading provider of next-generation knowledge management solutions. The Lighthouse knowledge cloud enhances every engagement by empowering customers and agents with real-time access to accurate and consistent knowledge to improve customer and employee experience alike. Lighthouse’s powerful AI-enabled search functionality dramatically improves engagements across all service and sales channels, including easy integration to enhance existing and future self-service channels such as chat-bots, IVRs, and more.
Lighthouse has earned a growing global customer base and positive industry and analyst review, which includes Gartner’s Cool Vendor list and KMWorld’s Trend Setting Product list.
T: +44 20 7332 0300
Simplifying how people interact with each other and the world around them to drive meaningful insight, deeper relationships and better outcomes for all has helped LogMeIn grow to become one of the world’s top 10 SaaS companies with a leadership position in every one of our markets.
With a platform that supports two million daily users, 200 million customer engagements and five billion voice minutes per year, we have not only capitalized on but helped invent the modern way of working – flexible, dispersed, mobile, efficient and productive.
Our easy-to-use products are adopted by professionals and leveraged by small to medium-sized businesses the world over who are looking for increased insight into their customers’ journeys, simpler internal and external collaboration, and a more empowered workforce.x
mGage offers a mobile engagement tool enabling businesses to communicate on a personal level with customers across multiple channels. As global mobile engagement specialists, mGage harnesses SMS, voice, push, social channels and a multitude of messaging apps, to build relationships with their valued customers. With over 15 years of CRM experience, mGage expertly uses cloud-based SaaS systems to bring omnichannel communications to 800+ enterprises via 550 carriers globally.
Network Research is a full service insights agency, specialising in improving the customer experience. For over 30 years we’ve been helping our clients build deeper, more profitable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development, customer acquisition and communications through to satisfaction, loyalty and retention. We use our in-house visualisation and technology teams to work with clients to produce creative and compelling ways to communicate insight stories for maximum impact.
T: 20 7680 5100
Developing enduring, empathetic relationships with customers and employees is the goal of almost every modern brand. That’s why A2P text messaging has become such an important engagement channel in recent years. It allows brands to be there, be useful and be responsive – at any time and in any place.
But to roll out a successful, automated text messaging program to millions of people, you need a partner with a powerful, scalable and reliable platform – as well as a deep understanding of how text messaging can transform business processes.
At OpenMarket, we have unrivalled expertise, service flexibility, system performance and reliability. And we have a true global presence. That’s why the world’s leading brands put their trust in us to help them empathetically interact with their customers and employees across the world.
RANT & RAVE
What We Do For The World
Rant & Rave provides customer engagement solutions with a difference. Created with the belief that fundamentally brands and consumers want the same thing – to deliver and receive great service – half of the FTSE rely on the Rant & Rave platform to proactively communicate with and gather fast feedback from their customers. By reducing customer effort and taking real-time inspired action, brands are able to transform Ranters into Ravers and happy customers into engaged Ravers – lifelong advocates.
What Makes Us Different
Here at Rant & Rave we like to do things a little differently – from offering you the total package with our Rant & Rave Platform, to working in realtime and getting hands on with our technology. So we’re always on the lookout for like-minded brands that aren’t afraid to think outside the box and want to offer their customers a truly exceptional experience.
Intrigued? Take a look at our Raving Difference to find out why we’re not like every other Tom, Dick and Harry out there (and why we’ll be the perfect partner for you!).
Riva is the leader in CRM and email integration. Riva helps companies improve CRM adoption and satisfaction, drive sales productivity, and bridge integration gaps between CRM, Line-of-Business, and email systems.
Since 2008, Riva has helped customers change how they integrate CRM data with their email systems.
Selligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform. With 10 offices across the United States and Europe and more than 50 agency partners and resellers, Selligent Marketing Cloud serves over 30 countries with local, personalised service.
45 Folgate Street Spitalfields London E1 6GL
T: +44 (0) 208 004 6051
ServiceTick is one of the leading suppliers of post-transaction customer feedback surveys in the UK. We support the customer experience programmes of many of the UK’s top brands through a mixture of IVR, email, SMS and online surveys. Our approach is based on three distinct phases:
Listen – we create a ‘listening platform’ for each client that allows them to gather real-time, multi-channel, ‘Voice of the Customer’ feedback via channels that are most appropriate. This framework is mapped to the customer journey and organisational hierarchy of each client
Understand – online, customisable reporting exposes insight relevant to different roles and responsibilities.
Act – we recognise that our service is only as valuable as the business benefit it drives. Our online reporting and consultancy services are focused on delivering return on investment for each client through a reporting programme that highlights and prioritises actions required to improve process and performance.
We deliver actionable insight for many of the UK’s leading financial companies including Lloyds Bank, esure, Ageas, AXA, and NFU Mutual.
Contact: Kate Burton
T: 01603 618326
Content Guru is a global leader in cloud-based communications solutions. It delivers customer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform.
Hundreds of the world’s largest organisations are powered by storm, in sectors ranging from utilities and travel through to finance and government, and include EDF Energy, Rakuten, and the UK’s National Health Service (NHS), the fifth-largest employer globally.
These clients choose the platform for its unparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in delivering best-in-class service anywhere, through any channel and at any time, and its scope for large-scale, international deployments.
storm supports hundreds of applications, including:
- Multi-channel Cloud Contact Centre & Unified Communications (email, video, voice, SMS, IM, web and social media from a single platform)
- Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate)
- AI and propensity modelling (interpreting data sources to deliver mass-personalised messaging and unprecedented customer engagement)
T:+ (0) 1344 852 350
In the always on, omnichannel world in which we live designing, building and operating captivating experiences across every channel, every interaction, every day – that’s not so simple. We have built our business to strengthen the crucial relationship between brands and customers. Our integrated Humanify Customer Engagement as a Service offering combines talent and technology to help our clients unify the customer experience across the entire customer engagement value chain, delivering greater impact in terms of increased revenue, improved profitability, and deeper customer loyalty.
Verint is “The Customer Engagement Company.” We help organizations simplify and modernize the way they engage customers through their contact center, 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.
With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement. Together with our vast global partner network, we can help you evolve and modernize your entire customer engagement operation, while protecting your legacy investments. Together with our customers, we’re looking to the future—imagining, planning and developing innovative ways to take customer engagement to new heights.
T: 01932 839500
Wizu is an AI chatbot for conversational surveys that increases response rates, improves customer experience and helps you gain more actionable insight. We combine artificial intelligence with customer experience metrics such as Net Promoter Score, Customer Effort Score or CSAT, to analyse responses in real time allowing you to route by sentiment, close the loop, and create truly personalised and engaging conversations.
Software is our craft and our passion. At Zoho, we create beautiful software to solve business problems. We believe that software is the ultimate product of the mind and the hands, so our products are forged by craftsmen, rather than churned out by machines. But as much as we love building beautiful software, we think our people and company culture are our most important assets. Our engineers spend years mastering their craft, bringing together decades of engineering expertise to produce a real work of art. When you choose Zoho, you get more than just a single product or a tightly integrated suite. You get our commitment to continuous
refinement and to improving your experience. And you get our relentless devotion to your satisfaction.