2018 CUSTOMER ENGAGEMENT SUMMIT HELD OVER TWO DAYS FOR THE FIRST TIME: AND HAILED AS THE BIGGEST AND BEST YET
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 first 2 day Customer Engagement Summit was a huge success, with delegates being able to enjoy more world class content than ever before. Attending the Customer Engagement Summit provided a unique experience that could 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, our industry experts delved deeper into the hottest trending topics, which allowed delegates to head back to the office equipped to take their customer experiences to the next level.
The overarching theme of this year’s case-study led CPD accredited Summit related to our people, and how coupling the potential of our workforce with new technology can lead to competitive gain.
Make sure you don’t miss out on the 2019 Customer Engagement Summit, confirmed to take place on the 11th and 12th November!
FIND OUT MORE ABOUT ATTENDING
GET IN TOUCH WITH OUR DELEGATE SALES TEAM!
+VAT - £119Buy A PASS
Date: Monday 11th
+VAT - £199Buy A PASS
Date: Monday 11th
+VAT - £399Buy A PASS
Date: Monday 11th
+VAT - £199Buy A PASS
Date: Monday 11th
+VAT - £299Buy A PASS
Date: Monday 11th
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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 organisations 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
Using our deep understanding of how people work, we help businesses to tell clearer stories, make stronger connections and have braver conversations – leading to a range of exceptional outcomes -from improved sales and service, to better employee engagement, to large scale transformation projects.
We create experiences that engage hearts and minds and 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. We rigidly track and measure the return on investment for every client programme, so we can say we will deliver an average ROI of around 300% +.
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
Critizr is a real-time customer engagement and feedback management solution. We empower companies’ VoC programmes through cutting-edge collection, processing and analysis. Our solution enables millions of feedback interactions every month with any store manager in Europe. Critizr drives the customer experience transformation across the enterprise as we partner daily with local retail outlets through the organisation all the way up to the board room. Critizr, works with the largest French companies (Carrefour, Total, Flunch, Douglas …) and transforms customer relationship in source of differentiation and growth. Critizr, disrupting retail CX, putting humans first again.
Douglas Mancini, Vice President Sales EMEA
Diabolocom is a cloud software vendor and telecommunications operator that offers an omnichannel 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. Diabolocom supports the digital transformation of more than 250 companies in 20 countries, including: Engie, Air Liquide, Saint Gobain, Essilor, Dekra, Mister Auto, Meetic Group, Coyote, PhotoBox, Moonpig, Smartbox, Wonderbox, Decathlon, Galeries Lafayette, Carrefour, Bonduelle, Webhelp, Tessi, Comdata… etc.
Contact: Mercedes Barbuti
We are Enboarder, a technology company that helps employers create relevant, engaging and personalised onboarding experiences for all new hires. We believe that onboarding needs to be much more than simply form completion, task management and compliance, and we’ve built a tool that is helping to change onboarding for good.
We empower HR to create and deliver super engaging, mobile ready content for new hires, whilst virtually coaching their hiring managers through the onboarding process. Since 2016 we have grown from a small Sydney based company to a global organisation with offices in Sydney, London and Austin, Texas. We are very proud to be supporting some world leading employers including McDonalds, Hugo Boss, Gucci, Danone, ING and many more in delivering employee experiences that WOW.
Our customers have transformed their onboarding experience for strategic competitive advantage, and are successfully using Enboarder to engage new hires, reduce attrition, predict flight risks and even power referrals and social employee advocacy.
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
Equiniti delivers intelligent end-to-end remediation solutions to the UK’s leading customer facing organisations. We enable our clients to optimise their delivery of remediation projects using both technical case management and workflow solutions as well as specialist resourcing capabilities.
By reviewing existing procedures, stripping away legacy processes and introducing automation, we can reduce internal resources and associated costs for our customers by up to 50%. As a strategic partner, we provide the people, processes and technology to help you manage customer contact programmes, meaning you don’t have to contract, engage and manage multiple suppliers.
T: 0118 951 3971
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 11,000 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 across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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/
T: +44 (0) 121 296 5245
Kantar TNS has over 10,000 experts working with some of the world’s most
recognisable and leading businesses in 90 countries. Our CX specialists deliver
programmes that build lasting relationships between brands and their customers by
helping them to navigate and activate the CX moments that matter most… avoiding
those that don’t. We are part of Kantar, the world’s leading data, insight and
Contact: Chantal Goodman, UK Marketing Director
T: +44 (0) 20 7656 5303
M: +44 (0) 7500 765 698
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
Limitless is disrupting the customer service industry by enabling organisations to crowd source customer support. Limitless helps brands find, manage and reward ‘Crowd Service® Ambassadors’. These are the brand’s own existing loyal customers and employees – who use a simple app to answer questions posed by other customers and receive a reward for resolving them. They can dip into the app at a time and place which suits them. They can answer as many, or as few, customer queries as they like. Limitless calls this Crowd Service®.
All over the world companies are seeing customer service costs spiral and the traditional customer service model is struggling to cope. Limitless addresses some of the biggest challenges faced by the contact centre industry – low pay, high attrition and access to new talent. Limitless’ Crowd Service® platform enables companies to attract and reward highly skilled freelancers, providing amazing service to others at a significantly reduced cost. For more details visit http://belimitless.io/x
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
OpenMarket helps the biggest brands in the world use mobile messaging to connect with their customers in the moments when it counts. When they need to be there and be responsive in real-time. When customer experience isn’t just a buzzword: it’s an obsession.
By combining a powerful, scalable and reliable platform with a deep understanding of how text messaging can transform business processes, OpenMarket works with enterprises to roll out timely, useful and context-sensitive mobile messaging at massive scale.
OpenMarket is an Amdocs company and is headquartered in Seattle, Washington, with regional offices in Detroit, London, Sydney, Guadalajara and Pune (India).
T: +44 7801 438 753
T: +44 20 3733 4579
PCI Pal provides secure payment solutions for contact centres and businesses taking Cardholder Not Present (CNP) payments. We are the only true cloud provider able to deliver solutions globally.
Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations.
With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance.
Tony Smith, Sales Director, EMEA
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 leading cloud contact centre and customer engagement provider operating across Europe, Asia-Pac and the US. The company’s multi-award-winning customer engagement platform, storm®, is used by hundreds of organisations, from finance through travel to utilities, customers including NHS 111 and UK Power Networks. storm combines unrivalled scalability, fully-blended, omni-channel contact processing (including SMS, web chat and social media) with integration to hundreds of third-party platforms, allowing customers to engage at any time, from any place and on any channel. With modular architecture, organisations can ‘unlock’ new capabilities, supporting phased migration to the cloud and evergreen technology.
T:+ (0) 1344 852 350
Mr Chris Barbour, Business Development Manager
T: 01344 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.
Neil Russell-Smith, Head of Marketing EMEA
T: 07548 272050
Verint is “The Customer Engagement Company.” We help organisations 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.