official future of the contact centre guide · sales director [email protected] t: 01932 506 301...

ContactCentreConference.com@EngageCustomer #EngageConferences

ORGANISED BY:

FUTURE OF THECONTACT CENTRE22 FEBRUARY 2018VICTORIA PARK PLAZA I LONDON

OFFICIALEVENTGUIDE

GOLD SPONSORS SILVER SPONSORS BRONZE SPONSORS

RAPID ADVANCES IN CUSTOMERFACING DIGITAL TECHNOLOGIES MEAN

CONTACT CENTRES ARE NOW AT APIVOTAL POINT IN THEIR HISTORY

PLATINUM SPONSORS

CAAOUD CCLOLLABORTHE C

ONT T CENTRECTIVETRA

omeour custith 8x8, yWes wxperiencding earwer

ouor yy fe it ease makWomer ete cusEnhanc

soneach the right pers can rerontact.omer cery custvwith e

eer moro delivents tur agesxperienc

evest time, etin the shor

erful AnalyticwoP

ollaborModern C

ery time.

cs

ationr

Globa

erwoP

al Scal

rful Analytics

cale

isit uV tas at ssuss aanda o learn5 td 15 en mmomorm

omc8.8x8 ukum/ k

1

ContactCentreConference.com @EngageCustomer #EngageConferences EngageCustomer.com

Future of the Contact Centre Conference is organised by Engage Business Media LtdJoin EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter,Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Steve HurstEditorial Director

[email protected]: 01932 506 304

Nick RustSales Director


Katie DonaldsonSenior Marketing Executive


James CotteeSenior Sponsorship Sales


James MajorSponsorship Sales


Alex WebbSponsorship Sales


Kimberly BishopSponsorship Sales


Dan SkinnerMembership Sales


Dan KeenMembership Sales


Hannah MuleaMarketing Executive


Sabrina ClarkeFinance Department


A warm welcome to our flagship Future of the ContactCentre Conference, now in its fourth year, and firmlyestablished as the UK’s premier customer contact event.

Our CPD accredited conference has gained a worthy reputation for delivering leading-edgeworld class case-study led content in a business-like yet informal atmosphere which is conduciveto delegate, speaker and sponsor networking. It’s a place both to learn and to do business.

There is no doubt that contact centres are at a pivotal point in their history. Continuing rapidadvances in customer and employee facing technologies including Artificial Intelligence andRobotics have created a digital world in which contact centres have to adapt and change if theyare to successfully deliver a consistent and joined-up experience for our constantly connectedever more demanding customers.

Contact centres remain perfectly placed to become the beating heart of an organisation’scustomer engagement strategy. It is the contact centre that can deliver the customer insight thatis needed in a business environment where our customers are in control of how they choose tointeract with organisations and where the so called ‘customer journey’ is ever more complex.

Delivering great employee and customer experiences is recognised at board level globally as oneof the key business differentiators driving competitive advantage, and the changing face of thecontact centre is as the sharp end when it comes to linking the voice of our colleagues to the voiceof our customers.

The imperative for change and transformation is a key theme of this conference and delegateswill hear from a roster of world class organisations who are achieving just that. Yes the contactcentre is indeed at a pivotal moment and now is the time for organisations to capitalise on theirunique position.

The chief aim of this Future of the Contact Centre conference is for our delegates to go back totheir organisations armed with all the tools strategies and techniques they need to help deliversuccessful long term contact centre strategies in this brave new technology driven customercentric world. Have a great day.

Steve Hurst, Editorial Director

THE TEAM

WELCOME

WELCOME

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGCompany Registration No. 8636460

Moments connectedPowering the world’s best customer experiences

www.genesys.com/uk 020 3808 3999

Deliver better customer experiences with this cloud-based, all-in-one communications and customer

features that are easy to learn and use.

Deliver an exceptional customer experience, simplify administration, increase operational performance and reduce total cost of ownership with an all-in-one platform.

Take advantage of global high availability, unlimited scalability, customisation and integration capabilities in a true omnichannel engagement platform.

HALL 1

HALL 1• Multichannel Contact Centre of the Future 20• Artificial Intelligence & Robotics in the Contact Centre 21• Big Data, Customer Insight and Analytics 22• CX Innovation and Transformation 25• Evolution of VOC & VOE in the Contact Centre 26

PLENARY• Botman Vs. Superagent: The Epic Struggle to Save Customer Experience 18• What Makes a Multi Award Winning Contact Centre? 18• Putting Customer Emotion Back Into Marketing by Collaborating

with Contact Centres 19

HALL 2

HALL 2• Omnichannel Customer Engagement Part One 28• The Contact Centre & the Customer Journey 29• Service Design in the Contact Centre 32• Digital Transformation: Automation, Chatbots, Webchat and

Virtual Assistants 33• Omnichannel Customer Engagement Part Two 35

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publisherscannot be held liable for errors and omissions.

©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored ina retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise,without prior consent in writing to the publisher.

CONTENTS

3

Focus Groups 37

Platinum Sponsor Profiles 43-46

Gold Sponsor Profiles 47

Silver Sponsor Profiles 47

Bronze Sponsor Profiles 48

Visitor Information 4

Speakers 6-8

Sponsors 9

What’s On 11

Agenda Summary 12-13

Floorplans 15 & 17

PLENARY

CONFERENCE HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.25 Plenary Keynotes

10.25 – 10.55 Networking & Coffee Break

10:55 – 13.00 Presentations

13:00 – 14:00 Lunch

14:00 – 16:00 Presentations & Focus Group

16.00 – 16.30 Networking & Coffee Break

16:30 – 17:30 Presentations

17:30 – 18.30 Drinks & Networking Party

18:30 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on Lower Level 1.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resorts

Join the Conversation:@EngageCustomer #EngageConferences

First Aid:Please visit the registration desk on LowerLevel 1 should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:The Victoria Park Plaza hotel features allthe services and amenities expected of topcentral London hotels. Guests enjoy afitness centre, 24-hour room service,baggage storage, foreign currencyexchange and an array of other first-classservices.

Travel:The venue is situated within walkingdistance of Victoria train, coach, bus andUnderground stations.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 1throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary Beer/Glass of Wineis provided.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party

VISITORINFORMATION

4

We all know that designing the ‘perfect’ customer experience is an on-going task. But where do you start, when there are so many conflicting ideas?

> revolution vs evolution> people vs process change> technology vs outcomes

We understand these challenges and can provide you with the right knowledge, tools and metrics to help you make informed decisions and choose the best technology for your business.

Visit us on Stand 6 to find out more

Creating joined up experiences by putting the customer at the heart of your business

Greg JenkinsThree UK

Charlie SneddenCalabrio

Kim RatcliffeWater Plus

Dr Nicola MillardBT

Lisa Clark8x8

Jason RobertsDixons Carphone

Nick KingAuto Trader

David Rowlands8x8

Martin TaylorContent Guru

SPEAKERS

6

James SandbergCustomer Devoted

Aija Urbina4finance

Paul WhiteIFS-mplsystems

Suzi CaesarDMG Media

Kat Knockertails.com

Matt SmallmanSymNex Consulting

Barry WebbBGL Group

Llaura HughesMotability Operations

Darren PlimleyBGL Group

Christoph NeutSparkcentral

Justin CollingeTao Leadership

Kathryn FoxJohnnie Johnson Housing

SPEAKERS

7

Laetitia GrammaticoPhilips

Adam TaylorPortland Broadcasting

Sarah MetcalfeSure Petcare

SPEAKERS

8

Darryl BeckfordKCOM

Nicholas CockerillSky Gaming

Nicholas BriceAmerican Express

Community Stadium

Edmund OvingtonUnbabel

Julie Rendle-EamesWest Sussex County Council

Martin Hill WilsonBrainfood Consulting

David CraggsMetro Bank

Stuart MackieGenesys

Rich DaviesBarclays

Matt HooperIMImobile

Megan NealeLimitless Technology

Vasco PedroUnbabel

SPONSORS

9

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

THANK YOU TO OUR SPONSORS

DOWNLOAD & NETWORK TODAY

Download the official 'Future of the Contact

Centre Conference' event app and begin

networking today!

We're delighted to have launched our official 'Future of the

Contact Centre Conference event app which enables you to:

• Access all event information in real time

• View the agenda and speakers

• Create a custom schedule to plan your day

(Please note: Saving a session to your schedule does not

guarantee you a place)

• View sponsor profiles

• See who else is attending and start networking now

- send them a message or save their profile

• Share updates and content via our event news feed

• Access exclusive content from our speakers & sponsors

each day in the lead up to the event

To download:

Using your smartphone or tablet search Engage

Business Media in either the Google Play or the App

Store. Once you have downloaded the app, please

enter the email address that you used to register to

the event with to gain access.

WHAT’S ON

11

HALL 1

PLENARY KEYNOTES

17:30 Drinks & Networking

16:00 Coffee & Networking Break

13:00 Lunch

10:55 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

AGENDASUMMARY

12

MULTICHANNEL CONTACT CENTRE OF THE FUTURE11:00 Daily Mail Group Case Study: Gig Economy + Customer Service = Crowd Service™ (The Answer to Everything?)

Suzi Caesar, Head of Customer Service, DMG Media & Megan Neale, Founder, Limitless Technology

11:20 Sparkcentral Enables Effortless Customer Experiences at Scale!Christoph Neut, Vice President EMEA, Sparkcentral

11:40 Sure Petcare Case Study: Voice of the Employee in a Connected WorldSarah Metcalfe, Head of Customer Service, Sure Petcare

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE12:00 Motability Operations Case Study: Values & Behaviours: How to Utilise Technology to Get the Basics Right

Llaura Hughes, Training and Communications Manager, Motability Operations

12:20 Robotics… A Brave New World?Darryl Beckford, Head of Digital Experience, KCOM

12:40 Philips Case Study: What Chatbots can Teach you About YourselfLaetitia Grammatico, Director of Strategy & Innovation, Philips

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS14:00 Auto Trader Case Study: Helping The Automotive Industry Keep Pace with the Digital Revolution

Nick King, Insight Director, Auto Trader

14:20 Behaviour Change is Broken – Let’s Fix it TogetherJustin Collinge, Director, Tao Leadership

14:40 Sky Gaming Case Study: Big Data – Be a Lover Not a HaterNicholas Cockerill, Head of Product, Sky Gaming

CX INNOVATION AND TRANSFORMATION15:00 Water Plus Case Study: Building an Award Winning Digital Service Proposition

Kim Ratcliffe, COO, Water Plus

15:20 How to Prepare for Seamless Unified Multilayer Customer EngagementDavid Rowlands, Director of Customer Success UK & EMEA & Lisa Clark, VP of PM For Contact Centre Products, 8×8

15:40 Why the Latest CX Research Spells Doom Unless These Burning Issues are Tackled Martin Hill-Wilson, Founder, Brainfood Consulting

EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE16:30 Portland Broadcast Case Study: VOCE Driving The Contact Centre Back to The Future

Adam Taylor, Sales and Customer Services Director, Portland Broadcasting

16:50 American Express Community Stadium Case Study: The Heart of Contact Centre Performance – How to Get People Really Living Your Values and Driving an Innovative Contact Centre ExperienceNick Brice, Team Brighton Lead, American Express Community Stadium

17:10 Panel DiscussionNick Brice & Adam Taylor

09:00 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

09:10 Botman Vs. Superagent: The Epic Struggle toSave Customer ExperienceDr. Nicola Millard, Head of Customer Insight & Futures, BT

09:35 What Makes a Multi Award Winning Contact Centre?Barry Webb, Head of Digital Optimisation, Contact Centres & Darren Plimley, Head of Site – Operations, BGL Group

HALL 2

PLENARY KEYNOTES

17:30 Drinks & Networking

13:00 Lunch

16:00 Coffee & Networking Break

10:55 Chair’s Introduction: Peter Massey, Managing Director, Budd

AGENDASUMMARY

13

OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE11:00 Metro Bank Case Study: Creating Fans Not Customers

David Craggs, Director of Banking Operations, Metro Bank

11:20 Where Does AI Sit in Your Omni-Channel Customer Journey?Paul White, Director of Customer Engagement, IFS-mplsystems

11:40 The Algorithm Will See You NowMartin Taylor, CMO, Content Guru

THE CONTACT CENTRE & THE CUSTOMER JOURNEY12:00 Three UK Case Study: How do we Scratch That Itch of Today’s Connected Customer?

Greg Jenkins, Digital Business Partner, Three UK

12:20 The Contact Centre & The Customer JourneyCharlie Snedden, Head of Pre-Sales, Calabrio

12:40 West Sussex County Council Case Study: Doing The Basics BrilliantlyJulie Rendle-Eames, Head of Customer Experience, West Sussex County Council

SERVICE DESIGN IN THE CONTACT CENTRE14:00 JJ Housing Case Study: Driving Improvements Through Customer Interaction

Kathryn Fox, Head of Operations, JJ Housing

14:20 Barclays Case Study: #LeadershipRocks – Creating a Leadership Movement to Accelerate Customer Experience TransformationRich Davies, Head of Colleague Wellbeing and Citizenship, Barclays

14:40 Panel DiscussionKathryn Fox & Rich Davies

DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS, WEBCHAT AND VIRTUAL ASSISTANTS15:00 Dixons Carphone Case Study: The Role of Customer Service Professionals in a Digitally Transformed Environment

Jason Roberts, Head of Contact Centre Operations, Dixons Carphone

15:20 Digital Transformation: Automate or Fail? Matt Hooper, SVP Global Marketing, IMImobile

15:40 tails.com Case Study: How we Turned Customer Support Into Part of our ProductKat Knocker, Head of Product and Customer Experience, tails.Com

OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO16:30 4Finance Case Study: Self-Service With Benefits

Aija Urbiņa, Group Head of Customer Care, 4Finance Group

16:50 Omnichannel Customer Engagement Trends and OpportunitiesStuart Mackie, Sales Director Partners & Strategic Solutions UK & IRE, Genesys

17:10 Customer Contact: Transforming the First Sixty SecondsMatt Smallman, Co-Founder, SymNex Consulting

10:00 Putting Customer Emotion Back Into Marketing by Collaborating with Contact CentresJames Sandberg, Founder, Customer Devoted

10:25 Coffee and Networking

FOCUS GROUP14:00 Optimising Global Multilingual-15:00 Customer Support

Lower Level 1

FLOORPLAN

BusinessCentre

CateringStation

CateringStation

CateringStation

2

3

4

5

6

12

13

14

15

16

17

18

19

Cloakroom

RegistrationLifts

Entrance Entrance

Stairs toReception Restroom

Help Desk

HALL 1 HALL 2

EXPO HALL

ROUNDTABLESESSIONS

15

HALL 1• MULTICHANNEL CONTACT CENTRE OF THE FUTURE• ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE• BIG DATA, CUSTOMER INSIGHT AND ANALYTICS• CX INNOVATION AND TRANSFORMATION• EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE

HALL 2• OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE• THE CONTACT CENTRE & THE CUSTOMER JOURNEY• SERVICE DESIGN IN THE CONTACT CENTRE• DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS,

WEBCHAT AND VIRTUAL ASSISTANTS• OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO

Omni-Channel Contact Centre, Unified Agent Desktop & AI technology in one simple solution providing a 360-degree view of

the customer, whilst managing voice; email; chat; social and mobile channels as a seamless omni-channel experience.

[email protected] | mplsystems.co.uk | 0800 0931 474

As a Visionary in Gartner’s Contact Centre as a Service Magic Quadrant for the last 3 consecutive years, we are trusted by many leading European organisations to manage their end-to-end Omni Channel

Customer journeys.

Making Customer Service,

Simple

17

FLOORPLAN

Expo Hall & Refreshments

CateringStation

CateringStation

CateringStation

2

3

4

5

6

14

15

16

17

18

19

13

12

Contact: W: www.calabrio.com

Contact:T: 01926 623 500E: [email protected]: www.mplsystems.co.uk

Contact: Andrew McMahonE: [email protected]: 07501 222 263W: www.genesys.com/uk

Contact: Lynda KershawT: +44 1293 872000E: [email protected]: www.macro4.com

Contact: Louise WrightT: 0330 333 6100E: [email protected]: www.netcall.com

Contact: Emilie DalyT: 02038246322E: emilie.daly@8×8.comW: www.8×8.com/uk

Contact: W: www.imimobile.com

Contact: Andrew WhiteT: +44 (0) 7780 706811E: [email protected]: [email protected]: www.contentguru.com

Contact: Ellie CornickE: [email protected]: www.kcom.com

Contact: Justin CollingeE: [email protected]: www.TaoLeadership.co.uk

Contact: Christoph NeutT: 0032 475 545464

Contact: Laurane PotiéT: 0032 468 198584

Contact: T: +44 1425 614 070T: +31 (0) 10 411 38 66W: www.cxcompany.com

Contact: W: www.boschservicesolutions.com/en

18

CONFERENCEPROGRAMMEPLENARY

Botman Vs. Superagent: The Epic Struggle to Save Customer ExperienceDr. Nicola Millard, Head of Customer Insight & Futures, BT

We’re currently witnessing a customer experience revolution. Will Botman or SuperAgent save the day? Dr. NicolaMillard shares insights from our latest global ‘Digital Customer’ research on how consumers are changing in theirattitudes towards digital service – especially as their smartphone becomes their window on the world – and thepressures that organisations face in delivering better customer experiences. How are their demands shaping thecontact centre of the future? Are ‘bots going to take over? If not, what is the role of the human in the evolution ofcustomer experience? Using a combination of research and practical experience, we will cut through the hype andexplore the realities of combining man and machine at the customer interface.

Dr Nicola Millard heads up Customer Insight & Futures in BT’s Global Innovation Team. Despite working for a technologycompany, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lyingaround the corner for both customers and organisations (sadly, her crystal ball is broken).

Nicola has worked for BT for 25 years. She has done a number of jobs around the BT business, including user interfacedesign, customer service and business consulting. She was involved with a number of BT “firsts”, including the firstapplication of intelligent systems into BT’s call centres and BT’s initial experimentation with home working.

Nicola got her PhD from Lancaster University in 2005 on motivational technologies in contact centres, published her firstbook in 2009 and now spends most of her time doing research, writing blogs, articles and white papers. Nicola hasappeared on both the BBC (Radio and TV) and Channel 4 in the UK, as well as TV and radio in Australia, South Africa,Turkey and Dubai. She has done a TED talk about why people accept or reject technologies and is also a judge on a numberof award panels.

When she’s not doing all that, Nicola travels around the world presenting at conferences and running workshops with anassortment of BT’s large global corporate clients including banks, travel companies and retailers, to name but a few.

What Makes a Multi Award Winning Contact Centre?Barry Webb, Head of Digital Optimisation, Contact Centres & Darren Plimley, Head ofSite – Operations, BGL Group

Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 peopleacross 6 locations and 2 countries. Today we are the UK’s leading digital distributor of insurance and householdfinancial services, to over 8 million customers.

BGL Customer Services provide award winning contact centre services to a number of iconic brands andbusinesses. Operating 3 sites and employing 1300 people, we were delighted to be recognised as the best largecontact centre in Europe at the ECCCSA 2017.

Evolving from traditional call centres into multi-channel contact centres over the past 5 years, we’re obsessiveabout delivering for our customers, with a relentless attitude in driving exceptional standards we’ve created aculture of positive and continuous change. Adopting an agile, test and learn approach to ensure we deliver to theexpectations of our customers and our people, ensuring we stay ahead of the competition. We try new things, failfast and apply our learnings.

We’re proud of our success, but we’re not standing still. With that in mind, what does the future hold? How do wecontinue to be the best? Our presentation will explore our views of the future state of the contact centre,considering our customers, our people and technology and how we will continue to succeed.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

09:00-09:10

09:10-09:35

09:35-10:00

PLEN

ARY

19

CONFERENCEPROGRAMMEPLENARY

Barry has worked for BGL group for over 20 years, in a range of specialist and leadership roles. As Head of DigitalOptimisation for BGL contact centres, Barry is responsible for defining and delivering customer service strategy across allchannels of engagement. Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 peopleto 3,000 people, today we are a leading digital distributor of insurance and household financial services, through our pricecomparison and insurance distribution and outsourcing divisions. Providing contact centre services to customers of ourportfolio of blue-chip brands, our customer vision is simple – consistent high quality, low effort and personalised customerexperiences across all channels. Barry is a customer experience specialist, with extensive knowledge of customer contactstrategy and technology – but is always looking to learn more!. Accreditations include CMI chartered manager status andqualifications in professional project management, business analysis and internal audit.

Darren has worked for BGL group for over 15 years, in a range of leadership roles. As Head of Site for BGL’s Contact Centre inPeterborough, Darren is responsible for delivering exceptional customer outcomes and commercial value for all of BGL’s affinitypartners. Founded in 1992, BGL Group has grown significantly both in size and capability. From 30 people to 3,000 people,today we are the leading digital distributor of insurance and household financial services, through our price comparison andinsurance distribution and outsourcing divisions. Providing contact centre services to customers of our portfolio of blue-chipbrands including Marks & Spencer, Lloyds Banking Group and RAC to name a few our customer vision is simple – consistenthigh quality, low effort and personalised customer experiences across all channels. Darren is a vastly experienced contactcentre professional, with a track record of delivering best in class customer service via highly engaged people.

Putting Customer Emotion Back into Marketing by Collaborating withContact CentresJames Sandberg, Founder, Customer Devoted

Marketing analytics can’t measure emotion – but customers share their emotion with contact centres. Customersbuy with their hearts and minds. In the attention economy, marketing needs to get emotional to get noticed. Duringthis session, James will outline a suggested framework for how contact centres and marketing can collaborate todevelop more effective marketing that pulls at the heart strings of customers.

• How can the contact centre be the emotional heart of marketing?• How can marketing planning be upgraded with this emotional insight?• How can brand teams build branded experiences into how the contact centre services customers?• How can marketing and contact centres break down data silos and work from the same single customer view?

James is the founder of Customer Devoted which is a customer success consultancy that delivers customer experience,marketing automation, CRM and loyalty strategies, enabling organisations to accelerate their growth and maximisecustomer profitability. James’s previous experience as Managing Director of customer engagement agency Ogilvy One inMumbai and Strategy Director for customer loyalty agency ICLP has given him an international perspective on data drivencustomer engagement which he has developed for brands such as Vodafone, HSBC, Royal Canin, Carlson Hotels, Vespa,Dove, Smirnoff and tech startups such as CoInvestor and The Villa Collective.

James believes that marketing needs a new paradigm. One where businesses partner with their customers and prospects ina long-term value exchange. To survive the next wave of disruption, organisations need to move beyond marketingoperations to become indispensable in the lives of customers whilst leveraging data and technology to drive operationalefficiency. Customers expect more and have more choices today than ever before. Delivering remarkable experiences,tailored services and being useful in the lives of customers means that brands need to create partnerships with theircustomers and look beyond the short-term transaction. James is a regular speaker and mentor for The School OfCommunication Arts, Capital Enterprise and Enterprise Nation.

Coffee and Networking

10:00-10:25

10:25-10:55

PLENARY

MULTICHANNEL CONTACT CENTRE OF THE FUTURE

Daily Mail Group Case Study: Gig Economy + Customer Service= Crowd Service™ (The Answer to Everything?)Suzi Caesar, Head of Customer Service, DMG Media & Megan Neale, Founder, LimitlessTechnology

Are you hearing a lot about how Artificial Intelligence and Crowd Service™ can help you transform your serviceoperation? Are you fed up of the hype? Just want to figure out what’s going and what will help you achieve yourtargets in the next 2 years? In this session Susan Caesar, Director of Customer Experience at DMG Media willshare how, when faced with a seemingly impossible task of saving 30% of her annual budget AND a promise todeliver better service, she turned to a Crowd Service™ model. Provided by Limitless Technology the solution hasbeen an overwhelming success and has been quickly embraced by the DMG Media board as innovative, scalableand future proof. If you would like to hear DMG’s Crowd Service™ story, including the challenges we overcamethen please join us.

Suzi Caesar is Head of Customer Services at Mail Newspapers, overseeing all customer operations for the leading UKpublisher. Prior to Mail Newspapers, Suzi was Chief Customer Officer for worldremit.com and illumina.com, Customer CareDirector for asos.com, a management consultant in private and public sector, and Customer Service Director at Orange, Skyand Microsoft. In particular Suzi specialises in transformation within disruptive markets, driving revenue, efficiencies andpeople engagement as a result. She is driven by the fact that businesses want profit and people want inclusion,collaboration and recognition. She believes to thrive it’s vital that organisations adapt to humankind, finding new ways tocreate and exchange value and to do so with care, empathy and authenticity. Suzi is a non-executive director of a socialenterprise communityfirstuk.com that promotes digital skills for inclusion and employability. She recently won a PersonalAchievement Award from DMGT for her work in helping the founders, Pauline & Carol, establish communityfirstuk.com.Suzi works globally and lives in London and Carnoustie. She also loves kayaking, off-roading, photography and film making.

Megan is passionate about digital innovation for customer experience. Megan co-founded Limitless in 2016, havingidentified customer service as the perfect place to combine 3 mega trends; the gig economy, consumer enthusiasm andartificial intelligence. Limitless is an AI powered Crowd Service™ app that enables organisations to turn their most loyal andpassionate customers into trusted Brand Ambassadors and rewards them for providing great service on-demand.

Sparkcentral Enables Effortless Customer Experiences at Scale!Christoph Neut, Vice President EMEA, Sparkcentral

Customer-obsessed companies use Sparkcentral’s leading customer engagement platform to manage and resolvecustomer service interactions over messaging and social channels in a simple, streamlined and fun way. With thefastest customer routing and prioritisation technology in the business and innovative workflow optimisation andreporting tools, Sparkcentral helps global brands like Delta Air Lines, Goodbaby, Citizen M, Uber, Zappos, Engie,Emirates and more deliver effortless customer service experiences and drive brand loyalty. A recent CODiE Awardwinner for Best Customer Service Solution, Sparkcentral is headquartered in San Francisco and has its EMEAheadquarters in Belgium.

Christoph Neut is VP of EMEA at Sparkcentral – a Silicon Valley based enterprise customer engagement software providerthat enables customer-obsessed brands like Delta Airlines, Zappos, Uber, Citizen M, Engie, Goodbaby and Emirates todeliver engaging and effortless customer experiences on messaging & social channels at scale. Christoph brings more than20 years experience in building innovative technology companies, combining visionary insight with a deep understanding ofthe current customer service and contact centre trends.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

10:55-11:00

11:00-11:20

11:20-11:40

HALL

1

CONFERENCEPROGRAMME

20

HALL 1

Sure Petcare Case Study: Voice of the Employee in a Connected WorldSarah Metcalfe, Head of Customer Service, Sure Petcare

As the leading provider of intelligent pet products, customer service has been a major focus for Sure Petcare sinceday one. They have experienced tremendous growth since being founded in 2008 and now sell in over 20 countriesworldwide.

The company pride themselves on having great products backed up by amazing customer service. Sarah will sharehow Sure Petcare continue to use the voice of their employees to improve their company, their customer service.Focussing on how their employee voice has been used to develop their omnichannel service delivery as well asshaping the future of supporting their connected suite of products. She will discuss how giving employees the voice

has helped Sure Petcare achieved their NPS score of over 90% and above.

Sarah joined Sure Petcare six years ago, taking responsibility for the company’s customer service and guiding it through anextraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstandingcustomer service and happiness to all Sure Petcare customers around the world. Sarah is passionate about happiness in theworkplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate andimprove the customer journey, Sure Petcare now has an amazing Net Promoter Score of 95+% with an increase in customercontact of over 50% over the last 12 months.

Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background thatincludes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zapposand Happy Ltd, she wants to share her experience and the success of Sure Petcare with others including her strategy forsupporting Sure Petcare ’s new connected suite of pet products within the Future of Intelligent Pet Care.

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE

Motability Operations Case Study: Values & Behaviours: How to UtiliseTechnology to Get the Basics RightLlaura Hughes, Training and Communications Manager, Motability Operations

Frequently the implementation of new technology within a business is treated like a project – something with astart, middle and ultimate finish line. However, Motability Operations’ case study demonstrates how rigorousimplementation and maintenance of a virtual agent is actually a never ending marathon – which commences withtaking a hard look at the workforce and the knowledge around them.

We’ll discuss the steps taken to improve overall employee engagement and customer satisfaction, by removing theday-to-day monotony within customer interactions and utilising emotional intelligence with the use of an up-to-

date knowledge management base and an award winning employee facing virtual agent.

Llaura has 11 years of experience within the financial services sector and eight years as a Learning & Developmentprofessional. With an avid interest in occupational psychology, specifically how the empowerment of employees canimprove both internal employee engagement and external customer satisfaction, Llaura manages a team of trainers andcommunication specialists who are responsible for the knowledge management within the Commercial Division ofMotability via an internal facing virtual agent (Ask Mo). Motability utilise accelerated learning practices alongside the use ofAskMo which has enabled the company to “devalue” knowledge and increase the importance of employee’s behavioursallowing each customer interaction to focus on emotional intelligence and be value led rather than process driven.

11:40-12:00

12:00-12:20

CONFERENCEPROGRAMME

21

HALL 1HALL 1

NHS 111

cesdata sourby consolidating

eferrals A&E reduction inr

EDF Energy

saved in one yearand agent time

days of customer

UK Power Networks

seamlesslylevels handlednormal contact1,000%

UK Power Networks

peak timesautomation at

NederlandStadsbank Oost

epeat callers reduction in r

teamstorm

y

service. eceiving consistent, high-quality r

on whichever device they choose, , whenever and ever wherstorm

engage with organisation using Consumers and colleagues

systems. d-party eds of thirwith hundr

capabilities and powerful integration e omni-channel cloud contact centr

d-winning, combines multi-awarplatform ®storms Content Guru’

by

CommunicationsCustomer

ouYo

Omni-Channel

The Algorithm Will See Y Get in touch with the

50%

93%

80%Over

12,000

Content GuruGlobal CMO

aylorTaMartin T

e agents.healthcarney for patients and seamless omni-channel jour

eating a oss the NHS, crcommunications acrDiscover how Content Guru has evolved

dless of the channel or device.egarrouted, triaged and personalised, ficiently rffi

hangs in the balance, all contact must be s health matter of life or death. When a patient’

Handling mission-critical contact can be a

11:40 - 12:00, Hall 2Now

ef

sales

0134

www

ent Guru Ltd

@contentguru.com

4 852 350

chirp

.contentguru.com

Conte

@cgc

Robotics… A Brave New World?Darryl Beckford, Head of Digital Acceleration, KCOM

Robotics is very topical in the news at the moment with a mix of both positive and negative stories depending onwhat you read… What is true is that businesses have turned their attentions towards robotic technology tounderstand how it can help drive efficiencies. In reality robotic technology has been working hand in hand withhumans over a number of years helping to increase performance in industry and to enable personalisation. In thissession, we will look into the way robots have shaped customer expectations and how, just like for Contact Centres,embracing this technology is a key component to delivering exceptional customer journeys

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers acrossmultiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences forcustomers. Now, as Head of Digital Acceleration for KCOM, Darryl is on a personal mission to make life easier and better forevery customer.

Philips Case Study: What Chatbots can Teach you About YourselfLaetitia Grammatico, Director of Strategy & Innovation, Philips

Besides the known benefits of a (successful) bot handling consumer questions, the process of scoping, creating contentand decision trees deliver a lot of useful insights for a company. I will explain how working on chatbots exposed a lot ofinternal improvement points and what these projects have led to in terms of processes, content and organisation.

Laetitia has spent 20 years listening to consumers and helping technology companies deliver insights-driven consumerexperiences. She believes in harnessing technology to enable long-lasting relationships between consumers, employees andbrands. She is currently Director of Strategy & Innovation within Philips Consumer Care.

Lunch and Networking

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

Auto Trader Case Study: Helping The Automotive Industry Keep Pace withthe Digital RevolutionNick King, Insight Director, Auto Trader

For 37 years Auto Trader was a weekly magazine, and at its peak the 3rd highest circulation in the UK. With 85% ofthe automotive market advertising within it. Growing our online presence slowly we stopped printing in 2013 andnow have only an online presence. We’ve maintained our market share within automotive and have 11.5millionunique visitors a month. The digital revolution has clearly arrived and now we are on a mission to help theautomotive industry keep up the pace. Traffic breed data and of course data can give insights. Our challenge is toembed the data and insights into an industry that doesn’t always see the value in it. How do we break through this

barrier and inspire our customers to embrace it? Nick will explain the tactics, tools and methods we employ.

Expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption oftechnology 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 andinsights within the myriad of reporting tools currently available for the internet. He built the retailer insight team at AutoTrader and regularly runs master classes, webinars and makes short films to evangelise about data, insight and marketing. Healso speaks regularly at conferences round the world. After graduating from Loughborough, Nick spent 3 years in advertisingand 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 3years, helping to build the company from a start-up, to one of the top 3 Mobile content suppliers in the UK. He then spent 4years, as the Director of Research at Diffiniti / Carat Interactive, responsible for a team of researchers advising a range ofBlue-chip clients (AOL, Auto Trader, Coco-Cola, Diageo, Disney, Kodak, Renault, Halifax, Aviva, and Orange) on thedevelopment of their marketing and communications strategies in the Digital arena. And from here, joined Auto Trader.

CONFERENCEPROGRAMME

23

HALL 1HALL 1

12:40-13:00

14:00-14:20

13:00-14:00

12:20-12:40

CONFERENCEPROGRAMME

24

HALL 1HA

LL 1

Behaviour Change is Broken – Let’s Fix it TogetherJustin Collinge, Director, Tao Leadership

Sky’s largest contact centre was failing & something had to happen – fast. Commercials & engagement were low,attrition & absence were high. This is the story of how a 1000-seat site turned around in just 6 weeks using a rangeof data-driven & innovative methods – including network analysis, empowering key influencers, & a differentapplication of Agile techniques.

The results?

In just 6 months the site saw a rise in NPS of 57 points, engagement rose by more than 300%, & they went fromlowest performing to highest performing in the estate. All this added up to an ROI of over 37,000%! The site hasgone on to win many awards including ‘Contact Centre of Team the Year 2017’. You’ll hear the secrets behind thisincredible transformation & how to replicate them. We’ll also have a senior Sky stakeholder present to answerquestions during & after the presentation.

Justin has had a very diverse career – starting as a school teacher, & then running a church for 10 years, a senior lecturer ata university, a firefighter & the last 15 years running his own consultancy. As a result he sees business challenges frommultiple view-points & brings insight, energy & a new set of options to all. As a founding director of Tao Leadership Justinspecialises in People Analytics & Behaviour Change, bringing hard data to soft solutions & enabling multiple award-winningprogrammes to create lasting change in contact centres.

Sky Gaming Case StudyNicholas Cockerill, Head of Product, Sky Gaming

Walk into a contact centre in 2018 and the likelihood is that it will bear a striking resemblance to the very first ‘callcentres’ of the 1960’s. Though the specific channels we use to talk to customers may have evolved over time, withlive chat and instant messaging joining email and phone, the traditional goal of the contact centre has remained thesame – to answer questions and resolve customer problems. But what if it could be more than that? What happenswhen you get put data technology at the heart of everything you do and what does the future hold for the millions

of data points your contact centre is generating every single day?

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 goalsthrough 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 andthe 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 equipmentand has previously had experience in working with external investors from the Russell Group and Yorkshire Forward as wellas through private equity.

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

14:20-14:40

14:40-15:00

CX INNOVATION AND TRANSFORMATION

Water Plus Case Study: Building an Award Winning Digital ServicePropositionKim Ratcliffe, COO, Water Plus

Having built a multi award winning operation with Hive (Centrica Connected Home), the next challenge is to bringlow cost and exceptional performance to the newly formed water retail market. This presentation will talk throughsuccess within the technology sector and how to plan for success at low cost and high level of digitalisation in anindustry with large ranging customer requirements.

Kim is the Chief Operating Officer for Water Plus – the largest water retailer in the UK. Water Plus are a joint venturebetween United Utilities and Severn Trent, two companies that have been in the water market for years. They are the largestwater retailer in the UK with over 400,000 customers. Kim oversees the Service, Planning, Complaints, IT, Change, MarketOperations, Billing and Collections functions within the business. Water Plus really spoke to Kim’s desire to create a uniqueand exciting experience within a new industry where service will absolutely be the route to success. The blend of a start-upenvironment supported by large corporates played to Kim’s most recent experience with Centrica’s Connected Home. AsWater Plus is located in Kim’s home town, it also supported Kim’s other desire to work with the local community in her ownarea and ensure that local businesses are contributing more widely to local initiatives and daily lives. All of Kim’s previousroles – within the Technology, Telecoms and Financial Services sectors have focused on her passion of delivering world classcustomer experience through unrivalled employee engagement and utilising unique approaches to achieve industryleading results.

How to Prepare for Seamless Unified Multilayer Customer EngagementDavid Rowlands, Director of Customer Success UK & EMEA & Lisa Clark, VP of PM forContact Centre Products, 8×8

What everyone wants:

1. Your customers now demand that you know why they are making contact.2. They expect a fast resolution to any question they might have across any media at any time.3. Your CEO has business expectations you must meet.4. Your agents needs one 360 view of the customer and tools to help them.5. You need management and BI tools.6. Everyone wants fast, effective low cost communications7. These needs will get more difficult to provide in the next 3 years.

8. You need a plan – come and find out how we can help you here at 8×8.

One of the best in this market and being responsible for the 8×8 Contact Centre solutions portfolios in the UK & Europeregion. With a passion for using technology to find solutions to business issues and with over 20 years’ experience in thecomplex IT world, David has been recognised as a leader in his field. David was the owner and founder of ICT Associates,winning the BT Voice and Data integrator of the year for his work in the design and deployment of Public Sector ContactCentres, and featured in the Open Universities Business School as an exemplar of business techniques.Extremely strong credentials, know for establishing strategies for growth and developing new business through targetedactivities and spotting trends.

• Currently serving as Product Director at 8×8 UK.• A product specialist overseeing efforts to deliver products and services suitable for organisation of any size, from SME to large organisations and business worldwide.• An experienced product director with over 15 years’ experience in the Contact Centre and Telecoms space with a solid background in operations and product management, from conception to delivery.

CONFERENCEPROGRAMMEHALL 1

HALL 1

25

15:00-15:20

15:20-15:40

CONFERENCEPROGRAMME

26

HALL 1HA

LL 1

Why The Latest CX Research Spells Doom Unless These Burning Issuesare Tackled Martin Hill-Wilson, Founder, Brainfood Consulting

Bob Thompson, CEO of customerthink.com, recently shared the results of primary research he had conducted intothe ROI on CX. This is how he titled the post “An Inconvenient Truth: 93% of Customer Experience Initiatives areFailing…” The resulting debate amongst CX experts was fascinating in terms of why this is happening and how tomove forward. Martin Hill-Wilson has distilled the key insights into where the points of failure exist and the new

thinking that is emerging to provide a rapid briefing on the state on CX effectiveness

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 clientsevolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customerexperience, 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 internalsilos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empoweredcustomers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime haveto adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the ideathat the service organisation was solely responsible for customer experience.

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


EVOLUTION OF VOC & VOE IN THE CONTACT CENTRE

Portland Broadcast Case Study: Voce Driving The Contact Centre Backto The FutureAdam Taylor, Sales and Customer Services Director, Portland Broadcasting

With the rise of On Demand services in the broadcast space there has been a drive over recent years to move todigital self-service, from both content/platform providers and out-sourced contact centre suppliers looking to cutcosts. But has this trend come at the expense of alienating the core demographic of paying users? Throughemployee feedback from the contact centre, organisations can better understand the customer and tailor theproduct and service operations to suit the many as well as the new.

Adam has 10 years’ experience managing outsourced service operations for Pay-TV operators, with a focus on creatingsolutions that marry the two key functions of delivering a great user experience whilst maximising revenue per contact.Adam specialises in implementing bespoke contact centre solutions for high volume events across multiple platforms andacquisition routes.

16:00-16:30

16:30-16:50

15:40-16:00

16:50-17:10

17:10-17:30

17:30

American Express Community Stadium Case Study: The Heart of ContactCentre Performance – How to Get People Really Living Your Values andDriving an Innovative Contact Centre ExperienceNick Brice, Team Brighton Lead, American Express Community Stadium

Research (by Daniel Goleman) has suggested that a positive and successful Contact Centre climate is often theoutcome of leadership that inspires people, develops their contribution and builds a unified team, more than onebased on authority.

In this session, Nicholas will draw from his experiences with leaders and teams as diverse as telecoms, motorretailers, distribution, financial services, 5 star hotels, airlines and even a premier league football club to explore the

steps to fully engage people in living their values and delivering knock-out customer experiences.

Nicholas helps all levels of leaders and staff achieve success by truly living their values, with a strong focus on Voice of theCustomer and Voice of the Employee-based development across all customer touchpoints. He is ‘Team Brighton Lead’ forthe American Express Community Stadium, since 2010 helping them develop a multi-award winning fan/customerexperience, team culture and record revenue increases. His programme winning the first ever triple-gold National TrainingJournal Award for change, leadership development and learning partnership for his work for Brighton & Hove Albion FC, hishome club. He has helped lead a wide array of major blue-chip customer experience, culture change and transformationprogrammes across 5 continents since 1983, when he adapted the British Airways ‘Putting People First’ Programme forfinancial 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.

Panel Discussion:Nick Brice & Adam Taylor

Drinks and Networking

CONFERENCEPROGRAMMEHALL 1

HALL 1

NOW OPEN2 0 1 8 E N G A G E A W A R D S

F O R E N T R I E S

OMNICHANNEL CUSTOMER ENGAGEMENT PART ONE

Metro Bank Case Study: Creating Fans Not CustomersDavid Craggs, Director of Banking Operations, Metro Bank

Metro Bank launched its first store in 2010, the first all new High Street Bank for over 100 years. They now haveover 1m customers and are growing fast. They are founded on the basis of creating FANS NOT CUSTOMERS andare passionate about bringing this to life. This session will explain how they bring this to life in their London basedcontact centres against the challenges their pace of growth brings.

Dave is the Director of Banking Operations at Metro Bank with responsibility for Contact Centres and a number of backoffice operations. He has over 20 years of Financial Services contact centre management experience starting with thelaunch of Barclays very first centres. He has directed centres servicing products including current account accounts, SMEbanking, mortgages, savings and specialist lending.

Where Does AI Sit in Your Omni-Channel Customer Journey?Paul White, Director of Customer Engagement, IFS-mplsystems

In today’s world, led by AI & robotics, where does the agent fit? While companies contemplate redesigning thecustomer experience to provide efficient service, agents continue to ponder their position in the new age of CX. Inthis talk, Paul White discusses what an omni-channel experience really means and where AI fits. Too many chatbotand AI deployments fail because they are conceived in isolation of the contact centre and agent assisted channels.

Join us, as Paul White talks through some real-life examples of businesses where AI is part of the overall omni-channel journey and used to compliment the agent rather than replace them.

Paul White, Director of Customer Engagement at IFS-mplsystems, joined mplsystems as CEO in May 2005. Paul has spentthe last 25 years working in the customer service industry and is one of the pioneers of the creation of affordable CRM andcontact centre solutions. Prior to joining mplsystems Paul was the founding CEO of BT Contact Central, which, over 4years, grew into a global business across UK, Europe and Asia Pacific. Whilst at BT, Paul was responsible for designing someof the largest CRM and Customer Service solutions in Europe and had major roles in systems architecture, productmanagement and sales.

The Algorithm Will See You NowMartin Taylor, CMO, Content Guru

Customer demands are evolving at an unprecedented rate. Contact centres must now be available 24/7/365 whilstproviding a seamless, omni-channel customer journey, and the NHS is no different. Handling mission-criticalcontact can be a matter of life or death, and when a patient’s health hangs in the balance, all contact must beefficiently routed, effectively triaged and accurately personalised, regardless of the channel or device.

10:55-11:00

11:00-11:20

11:20-11:40

11:40-12:00

HALL

2

CONFERENCEPROGRAMME

28

HALL 2

CHAIR’S INTRODUCTION:Peter Massey, Managing Director, Budd

12:00-12:20

Discover how Content Guru has evolved NHS patient care across the UK, intelligently routing and effectivelyhandling vital communications. Content Guru’s storm® solution for the NHS 111 in London reduced A&E referralsby 80% among some user groups, thanks to consolidating data sources, and won 2017 IT Europa, UK Cloud andComputing Digital Technology Leaders Awards for its innovative approach to patient communications. Meanwhile,storm’s integration with algorithm-driven decision support engines delivers a new and valuable self-service optionto mobile users in selected regions of England.

Martin Taylor is Co-Founder and CMO of the Redwood Technologies Group, comprising specialised communicationssystems and software manufacturer Redwood Technologies, and multi-channel cloud communications provider ContentGuru. Headquartered in Bracknell, Berkshire, the Group has operating companies or facilities in the USA, Netherlands,Ireland, Germany, Italy, Malaysia and Singapore, servicing household-name customers spanning utilities, travel, financialservices, retail and public sector. Significant industry recognition includes the 2017 IT Europa Award for ‘Best VerticalMarket Solution’, the UK IT Industry Awards ‘Best Use of Cloud Services’, and the Queen’s Award for Enterprise: Innovationin 2016, the highest accolade for business in the UK.

Since co-founding Redwood Technologies with his brother in his early twenties, Martin has remained at the forefront ofinnovation in communications technology. His role now centres on strategic market development and heading the Group’spublic sector practice. Martin is an elected member of the CBI South East Council, an Advisor to the Common SenseCollective socio-economic think-tank and a member of the Advisory Board of the School of Management at King’s College,London, where he lectures on strategy and entrepreneurship and presents the annual Content Guru Prize for StrategicManagement. Martin’s charitable activities include the British Red Cross, the Berkshire Community Foundation and thePeter Jones Enterprise Academy.

THE CONTACT CENTRE & THE CUSTOMER JOURNEY

Three UK Case Study: How do we Scratch That Itch of Today’sConnected Customer?Greg Jenkins, Digital Business Partner, Three UK

With the rapid growth of connected services, voice assistants, wearables and other technologies knowing how bestto communicate to a customer to solve their problem is becoming increasingly complex…or is it? Greg will delveinto the growth of these technologies and share some insights to how some companies and he is approaching thechallenge.

Greg is Head of Digital Experience, Products and Services at Three where he owns the customer experience of new productsto Three Customers. Formerly as Digital Business Partner at Three his role was been to embed new ways of working withthe digital teams and digital products across Three’s functions primarily focusing on Marketing and Customer Strategy. In2014, he was fundamental in setting up the first Agile development team at Three which has now grown to over 10 Agileteams that work across multiple areas. He was currently heavily involved in the strategy and development of Three’s Datastrategy, been researching the use of AI for future developments and kicked off the first phase a successful VoC strategy.

Prior to working with Three, Greg has been active in the digital field for over a decade, consulting companies such as theSouth Bank London, London Symphony Orchestra, Borough Market, PBS (Public Broadcasting Service), Lend Lease and abrief spell focusing on charities. He currently also takes time out of his day job to support as an advisor to variouscommunities including Nimbus Ninety and the Technology for Marketing Show (TFM).

HALL 2

CONFERENCEPROGRAMME

29

HALL 2

THE HARD FACTS IN 2018

70% of change efforts are still failing, hurting your bottom line to the tune of

$32.5 million per $1 billion in revenue

Only 26% of your employees adapt EFFECTIVELY to change

The number of change efforts has nearly doubled in the last five years - and

change-stressed employees perform 5% worse

BEHAVIOUR CHANGE IS BROKEN.

LET S FIX IT TOGETHER

COME TO HALL 1 @ 2.20PM TO HEAR A CASE STUDY OF THE

INTERNATIONALLY AWARD-WINNING ANALYSE. LISTEN.

SPRINT APPROACH WITH SKY PLC THAT: Brought an ROI of 37,000%

Helped raise NPS by 58 points

Helped treble engagement

Helped win Contact Centre Team of the Year at UKCCA.

in less than six months. All while laughing and smiling.

Dont believe us? Join us to find out how or visit us at STAND 6.

We re Tao. We love Contact Centres. And we re here to change change.

STAND 5

The Contact Centre & The Customer JourneyCharlie Snedden, Head of Pre-Sales, Calabrio

Customer experience remains a top priority for businesses and is viewed as one of the most important ways ofdifferentiating a brand. But, is the health of the contact centre—often the first customer touchpoint—really valued?Last summer UK and US business executives ranked customer experience above sales and revenue as the key focusin 2017, however, later in the year Calabrio also discovered that complicated customer issues are the number onechallenge facing contact centre employees, and brands are failing to provide the support needed.

In this session, head of pre -sales, Charlie Snedden will discuss why the well-being of contact centre employeescontinues to decline and, if not addressed, it can ultimately affect their ability to deliver the desired customerexperience. In-turn, businesses are missing opportunities for successful growth, as well as negatively impactingrevenue and sales targets. What will it mean in 2018 if agents are not confident in their ability to provide asuccessful customer journey and how will technology will dictate the future of the contact centre?

Charlie Snedden leads Sales Engineering in EMEA for Calabrio. Charlie joined Calabrio in 2015, bringing 20 years ofcontact centre experience and extensive knowledge of workforce management, quality management and analytics. Heoversees pre-sales engagements to help customer contact organisations define their planning and quality strategies todeliver great service and customer experience.

West Sussex County Council Case Study: Doing The Basics BrilliantlyJulie Rendle-Eames, Head of Customer Experience, West Sussex County Council

At a time of austerity West Sussex County Council, like other authorities, needs to find a different way to deliver itsservices. A key focus for us is delivering the right outcomes for our customers, where thinking about the service weprovide them is at the heart of all we do – every decision, every action.

We often focus on transformation and the big changes within our organisations but I wonder if in doing so we takeour focus away from continuous improvement. To continuously improve we must maximise on the people andsystems we have, taking a pragmatic approach to deliver efficiencies at low cost.

We are taking the approach of ‘Doing the Basics Brilliantly’, redesigning the end to end customer journey, not justfocusing on the front end or the broken part. We want to make it easier for our customers to get the help theyneed, when they need it.

By taking this approach we have made improvements within our Highways Service to reduce failure demand andcost, and removed high levels of demand impacting on our expensive front line services. This has all created animproved customer experience. We have also applied this approach to other areas of our organisation and we haveseen double digit call volumes reduce year on year.

My key focus is to enable West Sussex County Council to deliver excellent customer services which is consistent, modern,joined up, easy to find and use, to all customers.

Lunch and Networking

HALL 2

CONFERENCEPROGRAMME

31

HALL 2

12:20-12:40

12:40-13:00

13:00-14:00

SERVICE DESIGN IN THE CONTACT CENTRE

JJ Housing Case Study: Driving Improvements Through Customer InteractionKathryn Fox, Head of Operations, JJ Housing

Kathryn will speak about Johnnie Johnson Housing’s journey to outstanding; the improvements made within theircustomer service hub and the impact this has had on performance and services delivered to customers. Kathrynwill discuss how they are using satisfaction data from customers to drive improvements across the whole businessand the challenges between taking advantage of the digital world we live in and balancing that with a customerdemographic where 51% of customers are aged between 70 and 85+ and face to face contact is vital in the wayservices are delivered.

I am leading Neighbourhoods, Customer Services Hub, Asset Management and Repairs teams, providing strategic andoperational direction throughout the service, empowering staff to deliver outstanding customer service and embrace JJH‘one team’ approach.

Barclays Case Study: #LeadershipRocks – Creating a LeadershipMovement to Accelerate Customer Experience TransformationRich Davies, Head of Colleague Wellbeing and Citizenship, Barclays

• Hear from Rich around how Barclays are engaging, developing and inspiring our most junior but most influential Leaders within our business to create great outcomes for customers and colleagues• The Team Leader / Team Manager role is becoming increasingly complex with customer demands and expectations continually evolving. Couple this with a different level of colleague support now required and it’s a really tough role within most organisations. #leadershiprocks is a concept which looks to tackle the current reality of the role, it’s not about new technology, process or training it’s about how Barclays enable leaders to be the best they can be• Call listening is nothing new within a contact centre environment, however Barclays now offer a different take on how to get the most from truly listening to customer interactions and how collaborative colleagues can make a real difference in providing great service for customers – Welcome to the #LIVE!lounge• Take a look at how the power of empowered and connected colleagues can create new ways of working and a culture of true care and empathy…with real business results

Having enjoyed a diverse career gaining extensive experience working across industry sectors and disciplines includingRetail, Financial, Utilities, Legal and Education sectors, this broad commercial experience helps me to provide leadershipteams with valuable strategic insight complimenting my operational knowledge and attention to detail. I have been withBarclays for almost 5 years enjoying a variety of roles from colleague transformation, to managing a £15M strategic sitetransformation then onto my current role as Head of Colleague Wellbeing and Citizenship. I am described as anenthusiastic, insightful and innovative individual who is versatile and tireless in pursuit of solutions. I enjoy working inteams to bring about change, always looking for ways to improve the colleague experience and the service we deliver tocustomers. I ensure trust is maintained at every level, remaining authentic and committed throughout, this is veryimportant to me. I always look for opportunities to learn new skills, whether that is in a commercial or voluntary context. Iam committed to giving something back to what has been important to me in my own personal development; I am thereforevery active in the community and in a voluntary context through sport, school and creating opportunities for young peopleto develop and achieve their potential.

Panel Discussion:Kathryn Fox & Rich Davies

HALL

2

CONFERENCEPROGRAMME

32

HALL 2

14:00-14:20

14:20-14:40

14:40-15:00

DIGITAL TRANSFORMATION: AUTOMATION, CHATBOTS,WEBCHAT AND VIRTUAL ASSISTANTS

Dixons Carphone Case Study: The Role of Customer Service Professionalsin a Digitally Transformed EnvironmentJason Roberts, Head of Contact Centre Operations, Dixons Carphone

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service In thissession we will look at the challenges of moving to Digital, balancing the expectations of efficiency and immediatetake up with the reality of the need to understand the impact to legacy within your estate.

It is often more difficult to change the understanding and direction of your teams, than it is to introduce thetechnology. We look at how we engage with your teams and bring them with you as your business moves forwardsWe will talk through the many challenges of engaging and retaining great people, driving their engagement incareers as Customer experience influencers in the years ahead.

An engaging speaker who brings to life is knowledge and experience gathered from his long career in retail and the ContactCentre arena, with a real passion to drive change across the industry reflecting a positive outlook for the sector.

Known for focusing on changing the language of the industry to no longer work in an average way, Jason is keen that weensure we are delivering appropriate outcomes for our customers and building great opportunities to those who bringsuccess to the industry, our colleagues.

A strong leader, who relishes the opportunity to drive engagement and change in challenging environments, supporting hiscolleagues to drive improvements in service. He has a clear understanding of the value of Customer insight and Colleaguecommunication whilst balancing cost and the needs of business.

Jason also sits as a member of the CCA Standards Review board, influencing and developing future standards.

Digital Transformation: Automate or Fail?Matt Hooper, SVP Global Marketing, IMImobile

Digital transformation and Omni-channel customer experience have dominated the world of customer service forthe last few years. However, in 2018, 30% of companies will see their customer experience decline. Why?Customers expect a company to respond within 30 seconds of them raising a complaint or service request.Automation of interactions and service inquiries is necessary to meet ever increasing customer expectations, butwhat are the practicalities and quick wins to automate customer interaction successfully?

In this session Matt Hooper from IMImobile will explore:

• Chatbot hype? – what role will Chatbots play in customer interaction over the coming years• We asked consumers what their appetite is for automation – find out what they said• Where are the quick wins in automation of the customer experience• What will happen to your business if you don’t deliver some sort of automation?

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in internationalmarketing, customer experience, product management and business development. He joined IMImobile having spent thelast 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles atQualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.

HALL 2

CONFERENCEPROGRAMME

33

HALL 2

15:00-15:20

15:20-15:40

Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement tocome together and voice their thoughts and share experiences in a structured professional environment.

These dynamic and highly engaging think tanks stimulate thought leadership discussions and provide valuable‘take-home’ implementable knowledge. Hosting a focus group forges meaningful relationships, positions you as amarket leader whilst providing powerful insights into the key issues within the enterprise.

The Focus Groups are a series or 90 minute roundtable sessions providing the perfect platform to shareknowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there areseveral networking opportunities with over 110 of your peers.

1 DAY EVENT • 11 SYNDICATE ROOMS • 33 ROUNDTABLE SESSIONS • 110+ SENIOR CUSTOMER PROFESSIONALS

QUICK FACTS

SPONSORS

WHAT TO EXPECT

1. Customer Engagement Transformation2. Linking Voice of The Employee and Voice of The Customer3. CX Strategies for The Customer Journey4. Evolution of Voice of The Customer

5. Innovative and Disruptive Strategies in CX6. Customer Data Security & Privacy7. Artificial Intelligence & Robotics8. Customer Engagement in Retail9. Engaging with The Digital Customer10. Future of The Contact Centre11. The Evolution of CX Service Design

FOCUS GROUP WORKSHOP TOPICS

APPLY FOR A PLACE NOW - [email protected]

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER

LIMITEDSPACESREGISTER

NOW

tails.Com Case Study: How we Turned Customer Support Into Part of ourProductKat Knocker, Head of Product and Customer Experience, tails.Com

Back in 2014 we set on an exciting mission to improve the lives of dogs and their owners, and our CustomerExperience team has always been at the heart of it all.

We built it as an extension of tails.com digital and physical product that has three main functions: support, researchand improve. Our strength lies in non-traditional ways of working with the rest of the business, fresh teamstructure and freedom to make things happen. We help launching new features, own a strong feedback loop andare loved by our customers.

Kat's Product and Customer Experience team sits firmly at the centre of tails.com, keeping the customer at the heart of thebusiness.

In 3 years, tails.com has grown rapidly, feeding millions of meals of tailored nutrition each month to the dogs of the UK. Theteam's passionate about changing the lives of dogs and their owners for the better, and are proud of their customeradvocacy including a 9.6 score on Trustpilot. Kat's passion is creating products and services that truly engage customers,and brings her skills and experience from innocent Drinks and graze.com to tails.com. She's one of Management Today's 35Under 35 2017 cohort.


OMNICHANNEL CUSTOMER ENGAGEMENT PART TWO

4Finance Case Study: Self-Service With BenefitsAija Urbina, Group Head of Customer Care, 4Finance Group

Moving customer from contact centre service to self-service successfully is possible only with three key elements:1) clear understanding of route causes, 2) dedicated and open-minded team, 3) courage. In 4Finance Group we arelucky to have all of these components, that’s why I will share our study case of transforming contact centre basedcustomer service into self-service. When we started process, main goal was to keep (& increase) trust of both:customers and contact centre employees. Our experience shows that it is possible only if you are open and allparties are involved in process. In my presentation I’ll show you how we succeeded in that.

Customer care professional with strong experience in building new industry standards for customer service. Has openednew products and customised customer care strategies across Baltics, Scandinavian, Europe and South America markets.Believes that customer service is dynamic organism and key to success (and to customer hearts) is not only thinking twosteps ahead, but actually working two steps ahead the industry.

CONFERENCEPROGRAMME

35

HALL 2HALL 2

16:30-16:50

16:00-16:30

15:40-16:00

Omnichannel Customer Engagement Trends and OpportunitiesStuart Mackie, Sales Director Partners & Strategic Solutions UK & IRE, Genesys

The customer service needs and expectations of consumers are ever increasing. New technologies are on one handdisrupting the customer experience on the other are providing an opportunity for competitive differentiation. Thecustodians, stakeholders and budget holders within your enterprise continue to evolve in relation to technology &CX. This presentation will look at some of the key trends in how consumers are engaging, some of the evolvingtechnology trends impacting customer experience and how the contact centre is at the core of this futuretransformation.

Stuart has been with Genesys for just over eleven years, and currently works as Sales Director Partners & Strategic Solutionsfor the UK and Ireland. Stuart has over 19 years experience in Customer Experience and Contact Centre solutions. Prior tojoining Genesys, Stuart was Contact Centre Applications Proposition Leader at Touchbase Communications. In 2003,Stuart was Solutions Architect Director at Avaya Enterprise Business Solutions EMEA, and was responsible for managingand developing a team of Solutions Architects and supporting complex solutions across the region.

Customer Contact: Transforming the First Sixty SecondsMatt Smallman, Co-Founder, SymNex Consulting

Customers will always have complex, urgent and important needs that can only be fully met through thereassurance and empathy another human being provides. The first sixty seconds of nearly every contact centreconversation, however, are often the most painful, un-empathetic and stressful for both customers and frontlinecolleagues and clearly don’t set these interactions up for success.

The technologies required to support a radically different experience have existed for a long time and are rapidlyimproving but organisations haven’t been very effective at deploying them. During this presentation, we will walkthrough the key elements of any welcome experience, how they can be better enabled by technology along withreal life examples and top tips for success.

This presentation will be of interest to anyone charged with improving the experience, cost and security of contactcentre interactions.

Matt has more than 15 years’ experience combining advanced technologies, people and processes to achieve breakthroughtransformation. Initially as an Army officer specialising in countering improvised explosive devices but more recently insenior strategy, design and delivery roles for customer services at Barclays and Lloyds Banking Group.

He co-founded SymNex Consulting two years ago to help more organisations bridge the gap between advancedtechnologies and their applications in customer services. He works with some of the world’s most customer centricorganisations, including Fidelity Investments and Lloyds Banking Group, to help them make the case, accelerate design andmaximise the impact of Voice Biometrics. He led the ground-breaking implementation of Voice Biometrics for the BarclaysWealth division and his work has been featured by the BBC, FT and Wall Street Journal.

Drinks And Networking

CONFERENCEPROGRAMME

36

HALL 2

17:10-17:30

17:30

16:50-17:10

37

FOCUSGROUP

JOIN IN ON THEDISCUSSION!

SESSION TIME: 14.00 – 15.00

In a global market, balancing exceptional customer experience across all markets, with ever increasingcost pressures and operational realities is tough. This interactive workshop will explore how some of theworld’s leading companies are using software plus humans to deliver exceptional customer experience,in all languages, at scale.

Optimising Global MultilingualCustomer Support

Vasco Pedro, CEO, UnbabelVasco Pedro is the co-founder and CEO of Unbabel, with a mission ofenabling everyone in the world to understand and be understood in anylanguage. He has a PhD in Language Technologies from Carnegie Mellon andhas served as a mentor at The Founder Institute and Beta-i, where he helpsstartups navigate the early stages of development, focusing on team building,technology challenges and building testable MVPs

Edmund Ovington, VP Global Alliances, UnbabelEdmund Ovington is the VP, Global Alliances at Unbabel. As well as runningthe Unbabel New York office he drives value from Unbabel’s customer basethrough close relationships with key partners and investors like; Salesforce,Microsoft, Samsung, Google, Zendesk and Convergys. Edmund has 10 yearsexperience scaling SaaS companies such as Yammer.

POWERED BY:

BOOKYOUR PLACE:

If you haven’t alreadybooked your place, please

contact an EBM member of staff orarrive in plenty of time before thesession starts. All places are on a

first come first served basis and weadvise you to book early as

places are very limited.

The glittering 2018 Engage Awards ceremony, to be held on Monday November 12that the iconic Westminster Bridge Park Plaza, will once again run in tandem with EngageBusiness Media’s flagship Customer Engagement Summit, Europe’s premier customerand employee engagement conference.

38

MONDAY 12TH NOVEMBER 2018WESTMINSTER PARK PLAZA, LONDON

ENTRIESSUBMISSION CLOSE

MONDAY 16TH JULY 2018

FINALISTANNOUNCEMENT

MONDAY 17TH SEPTEMBER 2018

AWARDSCEREMONY

MONDAY 12TH NOVEMBER 2018

39

CATEGORIES

CUSTOMERENGAGEMENT

PROFESSIONALOF THE YEAR

EMPLOYEEENGAGEMENT

PROFESSIONALOF THE YEAR

BEST USE OFTECHNOLOGYIN CUSTOMERENGAGEMENT

BEST USE OFTECHNOLOGYIN EMPLOYEEENGAGEMENT

BEST USEOF SOCIAL

MEDIA

BEST USE OFINNOVATION

IN CUSTOMERENGAGEMENT

BEST USE OFINNOVATIONIN EMPLOYEEENGAGEMENT

BEST USE OFVOICE OF THECUSTOMER

BEST USE OFVOICE OF THE

EMPLOYEE

BESTENGAGEMENTIN RETAIL &FINANCIALSERVICES

BESTEMPLOYEECENTRIC

STRATEGY

BEST USE OFTRAINING

BESTENGAGEMENTIN UTILITIES

& TELCOS

BESTHOMEWORKING

INITIATIVE

TOMORROW’SLEADER

BESTBUSINESS

TRANSFORMATIONSTRATEGY

BEST CONTACTCENTRE

BEST USEOF WEBCHAT,ARTIFICIAL

INTELLIGENCE (AI)OR ROBOTICS

BEST ONLINECUSTOMEREXPERIENCE

BESTOUTSOURCINGPARTNERSHIP

NOW OPEN2 0 1 8 E N G A G E A W A R D S

F O R E N T R I E S

CUSTOMERENGAGEMENTSUMMIT 2018MON 12 & TUE 13 NOVEMBER 2018WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOSTMOMENTUM AND IWAS TRULY INSPIRED– I’LL DEFINITELY BEBACK NEXT YEAR”CX DIRECTOR, MARKS & SPENCER

CustomerEngagementSummit.com

SPONSORSINCLUDE:

STANDARD(1 TICKET)

£595+VAT

ORDER NOW

BRONZE(2 TICKETS)

£995+VAT

ORDER NOW

SILVER(5 TICKETS)

£1995+VAT

ORDER NOW

ANNUALFESTIVAL PASS

£995+VAT

ORDER NOW

SUPPLIER

£1495+VAT

ORDER NOW

EUROPE'S BIGGESTCUSTOMER AND EMPLOYEE

ENGAGEMENT EVENT

REGISTER NOW

[email protected]

More than 1000 delegates – a new record – attended Engage Business Media’s sixthannual Customer Engagement Summit in 2017, now firmly established as Europe’spremier and most highly regarded customer and employee engagement conference.The event has grown once again, now taking place over 2 days on November 12 &13, 2018, and now in its seventh year – it’s definitely one for your diary!

Our customers, their expectations, their journey, and the ways in which theyinteract with organisations have changed almost beyond recognition overthe past few years and that pace of change is accelerating. Organisationsmust also transform if they are to thrive in this Brave New Customer World.

Following on from the success of our Customer Engagement TransformationConference over the last three years this Conference will help delegates in theirquest to transform the way they interact with customers in order to reap therewards of successful engagement.

The need to innovate and transform our customer engagement strategies hasnever been more important or more urgent and delegates at this Conference willbe shown through world class case studies the way forward so they can helpdeliver success through their own organisations.

TOPIC STREAMS INCLUDE:• Personalisation of the customer experience• Digital transformation, Security and Internet of Things• The cloud and our customers• The rise of customer service design• How mobile is transforming customer engagement• Robotics, AI, VR, AR and customer engagement• Marrying technology to customer engagement • Transformation – our people and our customers• Customer Engagement Transformation in Financial Services• Customer Engagement Transformation in Retail

300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES

QUICK FACTS

• AA • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM • AMLIN • ARBUTHNOT LATHAM • ATOM BANK • BAUER MEDIA • BGL GROUP •BOSCH SERVICE SOLUTIONS • BP GROUP • BPI RECYCLED PRODUCTS • BRAINFOOD CONSULTING • BT • BUPA • CANON • CAPITA • CARILLION • CHANNELDOCTORS • CITI • COVEA INSURANCE • CUSTOMER ENGAGEMENT CONSULTING • CUSTOMER EXPERIENCE FOUNDATION • DIRECT LINE • DOBBIES • DTZ •DX GROUP • EAST THAMES • ELLIPSE • EXPLORE LEARNING • FINANCIAL TIMES • FIRST ARK • FIRST GREAT WESTERN • FIRST RATE EXCHANGE • FORRESTER• GENESIS HOUSING • GLOBAL PAYMENTS • GLOBALGIVING UK • GOLFBREAKS • GREAT WESTERN RAILWAY • GSK • HEATHROW • HOOD GROUP • HOUSINGSOLUTIONS • HSBC • HUTCHINSON • HUTCHINSON 3 UK • ITV • JOHN LEWIS • KANO • KINGS COURT TRUST • LIFEPLUS • LINKLATERS • LLOYDS BANKING• LLOYDS BANKING GROUP • LUMLEYS • LV= • MACFARLANE • MANPOWERGROUP • MARSTON’S INNS & TAVERNS • MCNICHOLAS • MORGAN SINDALL •NATIONWIDE • NCFE • NORGON • OVUM • PRUDENTIAL • PRUDENTIAL ASSURANCE • PRUDENTIAL FINANCIAL PLANNING • QA • RBS • RICHMOND ANDBARNES SOLICITORS • RWE NPOWER • SAVE THE CHILDREN • SCANIA • SOUTH EAST AMBULANCE • SOUTH EAST COAST AMBULANCE NHS • TATE • TATEBRITAIN & TATE MODERN • TESCO • TMS • TUNGSTEN INFORMATION MANAGEMENT • VIRGIN MONEY • WORLDREMIT • YORKSHIRE WATER

PREVIOUS DELEGATES

PLATINUM SPONSORS

REGISTER NOW [email protected]

TRANSFORMINGTO SURVIVE IN

THIS BRAVE NEWCUSTOMER WORLD

SPONSORS

43

PLATINUM

Calabrio is a customer engagement software company that provides analyticinsights to catalyse growth through customer service contact centers. CalabrioONE® is a unified suite—including call recording, quality management, workforcemanagement and voice-of-the-customer analytics—that records, captures andanalyzes customer engagement centre interactions to improve the customerexperience and drive top-line business growth. The suite can be deployed in thecloud, on-premises or via hybrid.

Contact:W: www.calabrio.com

8×8 provides Truly Unified Communications that radically empower over a millionbusiness users worldwide to drive exceptional customer experiences and businessoutcomes. 8×8 uniquely offers companies a single, seamless, easy-to-manage cloudcommunications, collaboration, and contact center solution with access to theorganization’s most valuable data. 8×8 provides a single solution across voice, video,messaging, meetings and contact center together with actionable data that enablesemployees, partners and customers to work together more efficiently, innovate moreregularly and solve problems more elegantly.

Contact: Emilie Daly, Marketing & Events CoordinatorT: 02038246322E: emilie.daly@8×8.comW: www.8×8.com/uk

Content Guru is a global leader in cloud-based communications solutions. It deliverscustomer engagement and Cloud Contact Centre services through the multi-award-winning storm® platform. Hundreds of the world’s largest organisations arepowered by storm, in sectors ranging from utilities and travel through to finance andgovernment, and include Chubb, Sodexo, and the UK’s National Health Service(NHS), the fifthlargest employer globally. These clients choose the platform for itsunparalleled scalability and reliability in handling enormous volumes of multi-channel communications, its flexibility in delivering best-in-class services anywhere,anyhow and at any time, and its scope for truly international deployments.

Storm supports hundreds of applications, including:

• Multi-channel Cloud Contact Centre & Unified Communications (email, video, voice, SMS, IM, web and social media from a single platform)

• Communications Integration™ (converging data and communications, and enabling disparate systems to interoperate)

• AI and propensity modelling (interpreting data sources to deliver mass -personalised messaging and unprecedented customer engagement)

Contact: Andrew White, SVP EnterpriseT: +44 (0) 7780 706811E: [email protected]: [email protected]: www.contentguru.com

HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTHThe use of new technologies is having a profound impact on how we interact with our customers andnowhere is this change more marked than developments in the world of Robotics and ArtificialIntelligence (AI). Our Robotics and AI in Customer Engagement Conference will drill down into theseexciting new areas and examine how organisations are grappling with the challenges and opportunitiesthey are presenting in relationships with their customers. Delegates at the Conference will hear fromglobal experts, leading edge technology companies and also from organisations implementing roboticsand AI strategies in the field of customer engagement.

Contact: [email protected] hotline: 01932 506 300 (Press 1)CustomerRoboticsandAi.com

ROBOTICS & ARTIFICIAL

INTELLIGENCE WILL

TRANSFORM CUSTOMER

ENGAGEMENT

2 TICKETSONLY £995

300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES

QUICK FACTS

SPONSORS

45

PLATINUM

KCOM is an “experience integrator” created for today’s unpredictable world. We helpenterprises and public sector organisations to re-imagine and rearchitect their IT andcommunications infrastructure to deliver easier experiences for their customers.With “best in class” consultancy, architecture, delivery and service management,KCOM works with its customers to deliver on the promise of digital transformationand the public cloud. We help organisations transform their operations andexperience to become more customer-centric, agile and efficient.

Contact: Ellie Cornick, Marketing Programme Manager.E: [email protected]: www.kcom.com

At IFS – mplsystems our vision is ‘to make complex service simple’: we design anddeliver Omni-Channel Contact Centre, CRM Customer Service desktop and AIenabled Virtual Assistance solutions. Our unique, configurable unified agent desktopsolution has transformed customer engagement for many of Europe’s top businessesby providing a 360-degree view of the customer, whilst managing voice; email; chat;social and mobile channels as a seamless omni-channel experience.

Our pioneering intelligent self-service solution is enabling customers to introduceArtificial Intelligence into customer service: automatically answering and processingemail, chat and social media requests whilst also providing online virtual assistance.As a Visionary in Gartner’s Contact Centre as a Service Magic Quadrant for the last 3consecutive years, we are trusted by many leading European organisations to managetheir end-to-end Omni Channel Customer journeys.

Contact:T: 01926 623 500E: [email protected]: www.mplsystems.co.uk

Deliver Next Generation Customer Experience Today

Genesys powers more than 25 billion of the world’s best customer experiences eachyear and is the only company recognised by top industry analysts as a leader in bothcloud and on-premise customer engagement solutions.

We passionately believe that great customer engagement drives great businessoutcomes. More than 10,000 companies in over 100 countries trust the industry’s #1customer experience platform to orchestrate seamless omnichannel customerjourneys and build lasting relationships.

Contact: Andrew McMahonE: [email protected]: 07501 222 263W: www.genesys.com/uk

SPONSORS

46

PLATINUM

At Tao, we make our clients smarter, faster, kinder & more profitable.

Our multi-award-winning People Analytics & Behaviour Change programmes usenetwork science, behavioural analytics, & psychology to transform insight,engagement, & commercial success.

Our unique 3-step approach is: Analyse. Listen. Sprint. Using this approach we designpeople transformation programmes for contact centres.

Our culture approach speaks to modern needs: it reduces change-resistance,shortens the transformation timeline, & guards performance through the changecurve for our clients. That means shared savings in time, resource, energy, & finance,plus better optics for the brand.

Contact: Justin Collinge, DirectorE: [email protected]: www.TaoLeadership.co.uk

IMImobile is a cloud communications software and solutions provider that helpscompanies use mobile and digital technologies to communicate and engage with theircustomers.

From the use of AI-powered chatbots, to enabling agents to live chat with customersacross mobile and digital channels, IMImobile helps businesses take the next steps indigitising their customer service strategy.

IMImobile’s cloud communication platform enables the delivery of innovativeomnichannel customer service experiences that bring benefits to both customers andthe contact centre.

Clients include The AA, BBC, EE, Betfair, Centrica, Pizza Hut, O2, IKEA, Vodafone,SITA, government agencies and several major financial institutions.

Contact:W: www.imimobile.com

47

SILVER

At Unbabel, AI and humans work together.

We develop state-of-the-art technology which has a direct impact in ourbusiness, improving translation quality, the selection of translators and inpredictive translation.

We are at the forefront of innovation in Artificial Intelligence for NaturalLanguage Processing, Machine Translation and Deep Learning.

Contact:W: www.unbabel.com

SPONSORS

47

GOLD

Customer-obsessed companies use Sparkcentral’s leading customerengagement platform to manage and resolve customer service interactions overmessaging and social channels in a simple, streamlined and fun way. With thefastest customer routing and prioritization technology in the business andinnovative workflow optimization and reporting tools, Sparkcentral helps globalbrands like Delta Air Lines, Goodbaby, Citizen M, Uber, Zappos, Engie, Emiratesand more deliver effortless customer service experiences and drive brandloyalty. A recent CODiE Award winner for Best Customer Service Solution,Sparkcentral is headquartered in San Francisco and has its EMEA headquartersin Belgium. To learn more, visit http://www.sparkcentral.com and follow@Sparkcentral on Twitter.

Contact: Christoph Neut, VP EMEAT: 0032 475 545464

Laurane Potié, Marketing Manager EMEAT: 0032 468 198584

SPONSORS

48

BRONZEBosch Service Solutions is a leading global supplier of Business ProcessOutsourcing for complex business processes and services. Using the latesttechnology and the Internet of Things, the business unit develops integrated andinnovative service solutions in the areas of Customer Experience, Mobility andMonitoring. Our 8,600 associates across 27 locations deliver high qualitycustomer services and with each interaction, they create a positive brandexperience for your customers.

W: www.boschservicesolutions.com/en

CX Company automates the customer experience for the enterprise. Itssolutions help clients reduce service costs, increase self-service and boostcustomer satisfaction by leveraging chatbots, virtual assistants and in-appengagement. DigitalCX, CX Company’s customer experience platform, enablescompanies to manage Q&A, automate conversations, and proactively engagecustomers across all your digital channels and touchpoints. The platform caneasily be integrated with your CRM and other third party applications likeFacebook Messenger. This enables you to make every customer interactionpersonal and relevant. CX Company combines AI with easy to design businessrules that help create value for both your business and your customers.

With DigitalCX, CX Company has over 10 years of experience in helping majorcorporations all over Europe with their digital customer experience transformation.

T: +44 1425 614 070T: +31 (0) 10 411 38 66W: www.cxcompany.com

We can help you overcome your toughest legacy challenges and build a betterpicture of your customers. Our customer communications managementsolutions bring together all the data and documents you need from throughoutyour business to deliver world class frontline service. We create a singlecustomer view that supports efficient, personalised interaction and empowersyour contact centre to make every call and online conversation count. Come andmeet us on stand 13 to learn more – and while you are here you could win a£100 M&S voucher by completing our short customer experience survey.

Contact: Lynda KershawT: +44 1293 872000E: [email protected]: www.macro4.com

Why do top tier brands use Netcall’s customer engagement solutions? After all,we’re not the biggest. But that’s why our customers love us. Our mission is totransform the way our clients interact with their customers. A flexible, can-doattitude and powerful customer experience (CX) solutions provide a winningcombination. So what makes Netcall different? A great portfolio mix. Aninnovative platform. Tried, tested and tailored solutions, that are easy toimplement and simple to use.

Discover how you can deliver first-class CX and stand out from the crowd.

Visit us at stand 14 to learn more.

Contact: Louise Wright, Market ManagerT: 0330 333 6100E: [email protected]: www.netcall.com

oss-channel custocrough AI-assisted thr

service experiencesransform customer rT

Meet us on Stand 16

ging

mer

oss-channel Customer JouCr•

Omni-channel Agent Messag•

Digital Messaging Solutions•

AI-assisted Chatbots•

ney automationjour

ney Automationur

g g

customeLet us he

oviding digital contPr

r service expelp you optim

e solutions to the Utact centr

perperiencemise your dige y

gest enterprises and vrgUK’s lar

gital

vendor specialists

contactus@imim

mobile.com

CX MARKETINGSUMMIT 2018THURSDAY 15TH MARCH 2018

15MAR 2018

EMPLOYEE ENGAGEMENT SUMMITFRIDAY 4TH MAY 2018

04MAY 2018

CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 12TH JULY 2018

12JUL 2018

ENGAGE FOCUS GROUPSFRIDAY 27TH APRIL 201827

APR 2018

CUSTOMER ROBOTICSAND AI CONFERENCEMONDAY 1ST OCTOBER 2018

01OCT 2018

INTERNAL COMMS & EVOLUTIONOF WORK CONFERENCESTHURSDAY 20TH SEPTEMBER 2018

20SEP 2018

CUSTOMER ENGAGEMENT SUMMIT 2018MONDAY 12TH & TUESDAY 13TH NOVEMBER 2018

12/13NOV 2018

2018 ENGAGE AWARDSMONDAY 12TH NOVEMBER 201812

NOV 2018

EBM GROUP EVENTS

www.ebm.mediaLive events proudly organised by Engage Business Media Ltd

official future of the contact centre guide · sales director [email protected] t: 01932 506 301...

Documents