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12/13th November 2018

Westminster Park Plaza, London
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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.

2017 Summit Event Highlights

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2018 Sponsors and Exhibitors

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Main Stage Headline Speakers

Gavin Ingham

GavinIngham.com

Tim Arthur

Virgin Money

Simon Separghan

Barclays

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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Simon Separghan

Director of Global Contact Centres & Digital Channels

Simon Separghan is Managing Director, Global Contact & Digital Channels Barclays UK and is responsible Leading the strategy, execution and delivery of Customer experience with a global leadership team across multiple locations in the UK and Asia; accountable for delighting over 60m Customers and Client interactions every year.

From high volume traditional Voice through to Social Media and the creation of the UK’s first On-Demand Mobile Video Banking capability, Simon leads a team helping over 4,000 Colleagues make a difference by building emotional engagement in a digitally savvy world through cultural, proposition and performance transformation

Having worked with some of the world’s most recognised brands, Simon has spent the last 10 years in Barclays and prior to this role was Global Contact Transformation Director where Simon transformed the virtual servicing capability and re-engineered the operating models to create a competitive advantage.

Since becoming MD, Global Contact & Digital Channels in 2016 Simon has been relentless around creating a culture of care and ownership within our Contact teams recognising that in the moment, empathy and knowledge are key to driving the best customer experience. This culture has reaped real rewards; over the past 2 years NPS has grown by over 50 points and colleague engagement has risen by 15% globally.

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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.

Hall Chair Speakers

Martin Hill-Wilson

Brainfood Consulting

Cathy Brown

Engage for Success

Gerry Brown

Customer Lifeguard

Nicholas Brice

American Express Community Stadium
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Martin Hill-Wilson

Founder

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker. Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed around service innovation.

Using customer hubs  as a milestone towards full digital competency
Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience.

Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path.

The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

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Cathy Brown

Executive Director

Currently the Operations Director for The Employee Ownership Association, Cathy has wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement through many different business models. With a background in delivering strategic transformation programmes for a FTSE 100 company, she recognises the importance of values, good management, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.

Cathy engages and energises audiences around business change, leadership and innovation. She passionately believes that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country

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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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Nicholas Brice

Team Brighton Lead

Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of the Customer and Voice of the Employee-based development across all customer touchpoints.

He is ‘Team Brighton Lead’ for the American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customer experience, team culture and record revenue increases.  His programme winning the first ever triple-gold National Training Journal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, his home club.

He has helped lead a wide array of major blue-chip customer experience, culture change and transformation programmes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme for financial services, helping American Express achieve significant increases in profits through enhanced customer experiences. He also runs a multi-award winning theatre production company.

A Professional Member of the Professional Speakers’ Association and a Speaker and Masterclass Facilitator with the Academy of Chief Executives.

2018 Speakers

Benjamin Rand

Olympus

Dan Hagen

Olympus

Peter Evia-Rhodes

News UK

Julia Barbosa

Save the Children

Sarah Davies

Oliver Bonas

James Grimshaw

Vodafone

Moira Clark

Henley Business School

David Wales

Kent Fire and Rescue Service (FRS)

Kim Ratcliffe

Water Plus

Sarah Sargent

Lowell

Alex Walker

NHBC

Christine Smith

NHBC

Debbie Bennett-Jackson

Citi

Gemma Todd

Imperial London Hotels

Zane Rudovska

Fincap Group

Stella Creasey

Fidelity International

Tom Cleaver

Policy Expert

Helen Wilson

Ipsos

Ramkumar Chandrasekaran

Tata Consultancy Services

Emma Perkins

Experian

Richard Rust

Ericcson

Angel Lozano

TASIS The American School in England

Peter Mooney

Holiday Extras

Rosie Bailey

CitySprint

Emma Dixon

Formica

Nichola Stallwood

ZSL

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

Peter Finding

Taylor Vinters

Tara Mansfield

Monzo

Adetola Orukotan

Watford Service Centre

Michael O’Grady

Forrester Research

Jonathan Bunn

MetLife

Nicholas Cockerill

Sky Gaming

Marco Eijsackers

ING-DiBa

Alvin Jackson

Southeastern Railway

Joseph Lane

Homegroup

Eliška Dočkalová

Kiwi.com

Martin Kersey

St Andrew's Healthcare

Caroline Black

Business Stream

Jackie Ducker

Kier

Sandeep Kaul

OSBIndia Private Limited

Angela Johnson White

SunTrust Bank

Edmund Read

Just Eat

Arif Jafferji

Scania

Katrina Broster

The Telegraph

Diane Burke

South Eastern Railway

Natasha Traynor

Oxford International

Peter Croney

Energie Fitness

Deb Oxley

Employee Ownership Association

Sean McMahon

Belron® International

Andrew Richards

Metro Bank

Steve Murphy

Mersey Care NHS Trust

Chris McGrath

Marks and Spencer
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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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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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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 is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate about improving their customer experience. Moira helps members achieve this by:

> Identifying challenging issues that are inhibiting business performance
> Planning a research programme and a series of workshops to address these issues
> Leading the research programme and undertaking specific research projects
> Sharing insight and thought-leadership developed over 25 years of working with a wide variety of
industries

Moira consults for a number of leading UK and international companies and am a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.

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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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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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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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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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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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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

Director Of Institutional Advancement

Angel Lozano was born in Spain. He started his professional career working in the United States for the television industry as a producer. He moved to Spain and focused his career on corporate communications. In 2015, he moved to South Korea and worked as Brand Director for North London Collegiate School, a British international school on the island of Jeju. Currently, he is the Director of Institutional Advancement at TASIS The American School in England. He is passionate about technology and content and how these two tools can help to promote a business and capture the attention of the potential customers.

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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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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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Nichola Stallwood

Head of Organisational Development

Nichola has over 20 years’ experience in the OD arena in both public and commercial sectors.

Before joining ZSL, Nichola managed teams in an airline introducing values based performance frameworks, as a Management Consultant providing high level facilitation to complex programmes and as a senior manager in the Big Lottery Fund leading the operational training function and culture change programmes following the merger of 2 funding organisations. More recently Nichola worked at the Natural History Museum leading culture change and talent management programmes and at Catalyst Housing Group leading employee engagement and achieving a coveted place on the Times Top 100 Best Companies. Nichola with her team at ZSL  is responsible for the development of people, employee engagement, leadership development and performance management.  Nichola is a qualified coach with the University of Edinburgh Business School, a fellow of the Chartered Institute of Personnel and Development (CIPD) and has an MSc in organisational psychology.

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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.

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Peter Finding

Partner

I am an international employment lawyer – I support businesses in the UK and across the world with tricky (or potentially tricky) situations involving their people. Clients tell me they appreciate my feel for managing sensitive reputational and commercial issues, not just the legal detail.

I joined Taylor Vinters as a partner in 2018, having practiced employment law and industrial relations at leading firms in London and Melbourne, Australia.

I provide strategic advice to multinational and domestic clients in a range of sectors including technology, the creative world, sport and financial services, with a particular focus on:

  • protecting businesses from harm by enforcing post-termination restrictions, and designing holistic retention strategies
  • managing difficult exits
  • managing domestic, cross-border and multi-jurisdictional restructuring projects and site closures/moves
  • dealing with sensitive grievance, disciplinary and performance management issues
  • employment litigation in the High Court and Employment Tribunal
  • designing innovative employment models suitable for a workplace landscape in flux
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Tara Mansfield

Head of People

Tara Mansfield is the Head of People at Monzo Bank and has been at Monzo for just under two years, following career stints spanning across the fields of education, finance and social services. Having experienced first-hand how people engagement can have an impact on work morale and performance, she joined Monzo with a vision to put employee experience at the core of everything people in order to support a high performing team.

Tara has onboarded over two hundred and twenty people into Monzo and has worked on a variety of projects, from benefits strategy to a focus on mental health and wellbeing. Monzo bank is a rocket ship, and Tara is responsible for the experience of every Monzonaut who walks through the door.

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Adetola Orukotan

Operational Manager, Disability Services and Dispute Resolution Directorate

Adetola has over 15 years’ experience as an Operational Manager within various strands of the department such as the Disability and Carers Directorate, Customer Service Leader in the Working Age Directorate, Engagement lead and one of the Operational managers at the Dispute Resolution Directorate, Watford Service Centre. She is currently the communications leader for the National Colleague Engagement group for the Dispute Resolution Directorate. With her strong background in customer relationship, Operational management and her proven leadership skills, her main passion is to build fully functional people groups who are fully engaged and provide an exceptional customer experience to the people we service. This is closely linked to the overall wellbeing of all people involved. People/engagement skills comes naturally with her leadership style and she always seizes every opportunity to coach/mentor others in a bid to share her knowledge and skills.

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Michael O’Grady

Senior Forecast Analyst

Michael O’Grady has been the Senior Forecast Analyst at Forrester Research for over 7 years.

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Jonathan Bunn

Communications Director, Europe, Middle East & Africa

Jonathan joined MetLife as communications lead for EMEA in November 2012 and is a member of the regional executive.

Jonathan provides strategic advice and counsel on all aspects of internal and external communications across MetLife’s 26 EMEA markets. This includes media relations, employee & executive communications, CSR, social, product promotion, reputation management, crisis communications, M&A and communications related to the company’s public affairs activities.

Previously, Jonathan led UK-insurer Aviva’s European corporate affairs team across 13 markets building a highly-effective community of international communicators. Jonathan was a key strategic adviser to senior management, dealing with internal and external stakeholders across all key corporate communications disciplines including leading Aviva’s award-winning retirement savings thought-leadership campaign “Mind the Gap”. He also oversaw the launch of a single intranet across Aviva’s 13 European markets and delivered communications for Aviva Europe’s strategy refresh.

Jonathan, a former award-winning business journalist, has extensive cross-cultural, crisis and reputation management experience, particularly in Asia, the US and UK, having previously worked as PR Director for Prudential plc where a main focus was on building Prudential’s credentials as a player in Asia and as Director of Media Relations at the professional services firm PwC.

Jonathan holds a B.A in Politics from Durham University, UK. He is married to Kate and has two teenage sons, Oliver and Toby.

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Nicholas Cockerill

Head of Product

Nick joined Sky Betting and Gaming a little over 4 years ago as Product Manager for payments and customer data products.  Following the phenomenally rapid growth of the organisation over that time, Nick has recently created a new ‘OpTech’ (Operations Technology) team at SBG with the goal of delivering tools that transform how Operations achieve their goals through the use of technology, as well as better serve customers on the front end.

Nick has previously been responsible for the Northern European P+L for Performance Footwear at the Adidas Group and the online white label portfolio at Asda Walmart, including the multi-million-pound development and launch of Asda Tyres. Nick also has experience of founding his own business designing and manufacturing sports footwear and fitness equipment and has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as well as through private equity.

Outside of work, Nick is an endurance athlete, 2-time Ironman triathlete and more recently (very slowly) put a couple of ultramarathons under his belt in the Lake District and along the Calderdale Way.  When he’s not outside you can normally find him at a piano attempting to play a bit of jazz.

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Marco Eijsackers

Strategy and Business Development Manager

Experienced Director with a demonstrated history of working in the banking industry. Skilled in Banking,Strategy, Private Banking, Sales Management, Innovation, Financial Markets, and Structured Finance.Strong professional graduated from London Business School.

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Alvin Jackson

Customer Experience Advisor

Alvin has over 15 years’ experience in helping businesses to improve the customer experience. In a career that spans the public sector, the City, IBM, Mulberry Consulting and KPMG Nunwood, Alvin has worked in a variety of sectors and with brands as diverse as Emirates, Aviva, Axa, RBS, British Council, Orange and Great Western Railway. In all cases, Alvin has brought a passion for success through people and has sought to drive change by collaboration and celebrating success. Alvin is currently working with Southeastern Railway to help them to deliver their best ever customer experience, using customer insight to inspire people and drive change.

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Joseph Lane

Insight Analyst

Joseph has been the Insight Analysis at Homegroup for the last 2 years. Main skills – Data modelling Data Analysis Statistics SQL/T-SQL/SSRS Power BI Python VBA 

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Eliška Dočkalová

Head of CS Innovations

Eliška Dočkalová has been the Head of CS Innovations at kiwi.com for the last 2 years.

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Martin Kersey

Executive Director Human Resources & Charity Trustee

An experienced UK and International HRD with track record of delivering sales and profit growth, at global, european and national level. Powerful combination of successful strategic and operational leadership in large and small organisations.

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Caroline Black

Head of Customer Strategy & Experience Management

Passionate senior customer experience leader with strong people skills and an interest in helping businesses develop their customer strategy. Background in customer data and insight, customer experience management, multichannel service delivery and operations. Skilled at developing innovative and strategic customer experience improvement solutions based on data analytics and dedicated to putting the customer at the heart of business decision making.

Experience working across different industries building a keen understanding of internal and external customer needs and developing strategic customer experience solutions to deliver better outcomes and return on investment for both business and customer.

Dedicated senior leader who see’s coaching, mentoring and personal development as key to the success of the individual, the team and the business.

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Jackie Ducker

Customer Experience Director

Jackie joined Kier in 2011 and has a track record for delivering transformation in a range of business improvement and customer experience leadership roles, across the group.

Strangely drawn to hard hats, hi-viz and high-heels, Jackie is a firm believer that bringing people together within a collaborative culture to deliver authentic experiences, leads to profitable growth from long-term, loyal customers.

Great insight drives great action and is all part of the job of working with teams to design and deliver great service experiences that bring Kier’s brand promise to life for clients, customers and colleagues

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Sandeep Kaul

Sr. Manager - Training & Customer Experience Team

A dynamic professional with experience of over 11 years on managing Training & Customer Service functions for some of the leading global organizations. I am respected as a creative thinker who is known to deliver bottom-line impact and drive sustained performance improvements. Skilled at managing demanding assignments, with a proven track record of leading businesses to achieve & set new benchmarks.

Energized by devising innovative training strategies that generate business-oriented results. Uses systematic, root-cause approach to develop and engage in cross-departmental research and author future-forward training solutions. Have produced a continuous stream of profitable Quality & Training initiatives, cost-reducing measures and innovative solutions by implementing proper Quality & Training methodologies.

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Angela Johnson White

Group Vice President, Teammate Experience Leader

An experienced Human Resources Professional offering 24 years of superior accomplishments in performance and talent management, diversity and inclusion, organizational development, employee relations and executive coaching. Recognized for consistent success in developing strategies, policies and procedures to streamline corporate operations, improve processes, enhance organizational performance. A strategic thinker able to see both short-term and long-range business conditions, ramifications and results.

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Edmund Read

Group Operations Director

Edmund Read has been the Group Operations Director at Just Eat for over 5 years.

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Arif Jafferji

Business Development, IT and Marketing Director

Dr Arif Jafferji is Business Development, IT and Marketing Director at Scania (Great Britain) Limited. He is also Digital Transformation Lead and Member of the Executive Team and has been with the company for just over six years.

Overseeing a team of around 100 professionals within the business, Arif’s areas of responsibility include: marketing and brand strategy and execution, events, customer experience, CRM and business intelligence and the complete IT function of the business – with a strong focus on Digital Transformation, using technology for business advantage.

Highly strategic, extremely innovative and output orientated, Arif is passionate about the re-engineering of processes to increase efficiency as well as enhance the customer experience. He enjoys combining traditional and digital platforms for an integrated and effective approach.

In education, Arif graduated from the University of Oxford with a BA MA First Class honours degree in Chemistry and went on to gain his Doctorate in Biochemistry and Biophysics there too.

Previous positions held include Head of Strategy and Operations and Head of Customer Franchise and Marketing at Barclays Plc and positions at the Strategy group at PricewaterhouseCoopers.

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Katrina Broster

Head of Acquisition Strategy

Katrina is Head of Acquisition Strategy at The Telegraph. Katrina was promoted to this brand new role in early 2018, after tenures in both the Travel and media industries and she now oversees the performance marketing strategies for all of The Telegraph’s multiple diversified revenues namely Digital Subscriptions; Registration; Travel; Financial Solutions; Events and many other Commerce business offerings. She has implemented a brand new marketing approach, a content marketing strategy that dynamically delivers the right content, at the right time, in the right place for both new and existing customers. This approach ensures that The Telegraph’s quality journalism is at the heart of the strategy, forming strong foundations that the business can build from.

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Diane Burke

Commercial Director

Diane is the Commercial Director at South Eastern Railway

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Natasha Traynor

Group Marketing Director

Natasha Traynor is the Group Marketing Director of Oxford International Education Group. Natasha is responsible for brand and position, online and digital communications, digital lead generation, marketing support for departments, market and customer insight and public relations across the entire Oxford International product portfolio.

Originally from California, Natasha holds a Bachelors of Arts in Political Science from UCLA.  She sits on the Board of Governor’s at a local primary school and volunteers with the Junior League of London. She is passionate about education as a vehicle for social mobility and the local and global eradication of poverty. Natasha will begin MBA studies at CASS Business School in September 2018.

Whilst a member of the Junior League of London, Natasha co-created the Little Black Dress Initiative, a social media driven poverty awareness fundraising campaign, which has gone on to raise over £100,000 since it was established in 2014.

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Peter Croney

General Manager

Peter is General Manager and a shareholder at énergie fitness, specialising in low cost health clubs.

Over a 40 year period, having owned numerous businesses ranging from Insurance, property,  restaurants and health clubs, Peter has experienced both success and failure which has helped him understand the true value of customer engagement.

Peter uses his own unique but simple method for eliciting real customer insights which can be easily duplicated and implemented.

Over the last 12 years Peter has worked with énergie to help develop a whole new brand based on a real understanding of customers emotions for buying and maintaining their gym membership. This has led to an uplift in business of up to 14% in each health club where it has been introduced and helped secure énergie the coveted accolade of Health Club Operator of the year in the UK beating all other brands in the country.

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Deb Oxley

Chief Executive

Deb has been the Chief Executive for the Employee Ownership Association for the last 3 years.

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Sean McMahon

CRM Digital Solutions Manager

Business Analyst with over two decades experience in CRM, ERP and IT Security projects. Sean has been at Belron® International for over 2 years.

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Andrew Richards

Head of Organisational Development

Andrew joined Metro Bank in early 2013 to lead and manage regional store growth with a concentrated focus on Customer Experience.

Andrew is passionate about retail banking and developing talent. He joined Metro Bank from TD Bank in Washington DC, where he was the Senior Vice President of Retail Banking.  Andrew began his retail banking career in 1985 when he joined Commerce Bank as a drive thru cashier. Over a 23 year career with Commerce Bank, America’s Most Convenient Bank, Andrew worked in a number of prominent roles culminating with expanding and building the revolutionary, service-driven model in both existing and new markets.

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Steve Murphy

Head of Communications and Marketing

Steve has over 20 years senior management experience in communications and public relations. He has led on both internal and external communications for Government Departments, NHS Authorities and Trusts,private and voluntary sector organisations.

He is currently the Head of Communications and Marketing, at Mersey Care NHS Trust.

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Chris McGrath

IT Programme Manager

Chris has been the IT Programme Manager at Marks and Spencer for over 2 years.

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TOPIC STREAMS

CUSTOMER ENGAGEMENT TRANSFORMATION

With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing inexorably.

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX

The world of cx is changing and changing fast. Disruption of market sectors and innovation within those sectors continues apace as traditional methods of service delivery are continually challenged by both newcomers and established brands. Standing still effectively means going backwards

INNOVATION IN THE CONTACT CENTRE

Contact centres are ideally placed to become the beating heart of an organisation. With the contact centre space providing a significant, growing opportunity for customer experience, it is these touchpoints that provide a powerful tool to transform the success of a brand in today’s digital world.

LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER

The ever-closing links being forged between the Voice of the Customer and the Voice of the Employee are a major industry trend. Strategies that are evolving around VOC and VOE are some of the most dynamic in the customer and employee engagement space.

THE EVOLUTION OF CX SERVICE DESIGN

Service design is a hot topic picking up where the customer journey left off. Service by design is an increasing imperative in an age where digitally savvy consumers have increasingly higher expectations of their service providers and expect a seamless experience every time.

CUSTOMER ENGAGEMENT IN RETAIL

This stream will demonstrate how leading retailers are deploying winning customer engagement strategies that are designed to engender consumer loyalty and greater wallet share in a hugely competitive and disruptive marketplace.

CX STRATEGIES FOR THE CUSTOMER JOURNEY

Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ journey or they will lose them. To do this they must develop innovative strategies that keep abreast and indeed ahead of customer demands.

ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

The days of the silo mentality and the service and experience that too often goes with it are well and truly being consigned to the dustbin of history. In the digital age every part of an organisation needs to be joined up with the customer at the heart of its thinking as it delivers on the cx.

INTERNAL COMMUNICATIONS

The workplace is changing and the way we communicate with our people as they gain access to new technologies must also change fundamentally. As organisations grapple with these challenges internal communications is taking centre stage in the quest for higher levels of engagement

EVOLUTION OF VOE ACROSS THE ENTERPRISE

Employees are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice of the Employee is critical to the development of employee engagement strategies. These are business critical issues.

ARTIFICIAL INTELLIGENCE AND ROBOTICS

The burgeoning new technologies surrounding the world of AI and Robotics present a plethora of opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees.

CX MARKETING

Research shows that the marketing function is playing an increasingly important role in the CX as advances in technology enable greater customer understanding and insight, allowing organisations to tailor their strategies to ever more demanding and proactive customers.

TRAINING, LEARNING AND DEVELOPMENT

With the relationships between our people and our customers becoming ever more critical the development of our employees through training and career development is of paramount importance. Diversification and inclusivity are key areas where improvements are being applied.

THE FUTURE OF CX

The world of customer engagement and experience is evolving and evolving rapidly. The pace of change continues to accelerate. Delivery of the service and the experience is increasingly the responsibility of marketing, customer service and HR working in tandem.

COMBINING CX STRATEGY WITH CULTURE

The culture within an organisation clearly has a direct impact on the experience that it delivers to its customers. Culture really does eat strategy for breakfast and unless the culture is people focused then the cx strategy will simply not deliver on its promise.

EVOLUTION OF VOC ACROSS THE ENTERPRISE

Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice of the Customer is critical to the development of customer engagement strategies. These are business critical issues.

CUSTOMER AND EMPLOYEE ENGAGEMENT

The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven there is a clear path from engaged employees to engaged customers to improved performance and profitability.

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES

The financial services sector is gradually bouncing back from the huge loss of customer trust. There is still much to be done however as financial services organisations need to do more to win back that trust from increasingly technically savvy and often wary customers.

2018 LOCATION & DIRECTIONS

12TH – 13TH NOVEMBER 2018 – WESTMINSTER BRIDGE PARK PLAZA, 200 WESTMINSTER BRIDGE ROAD, LONDON, SE1 7UT

Location

Park-Plaza-Westminster-Brid

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 &
District
• 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 Circle & District Line
to Westminster
• Walk south across Westminster Bridge
• Cross the roundabout
• Park Plaza Westminster Bridge will be directly in front of you

2017 Event Testimonials

2017 Official Summit Survey Event Report


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Previous Delegates

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

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