• Argos • Aviva • Bank of Ireland • Boots • British Airways • Bupa Global

• Del • Deloitte LLP • DHL Global Mail • EE • Ernst & Young • Experian

• Eurostar • Financial Times • Heathrow • House of Fraser • HSBC

• Hutchinson 3 UK • J P Morgan • Jaguar Land Rover • Lloyds Banking Group

• Marks & Spencer • McDonald's • Mercedes-Benz • Nationwide • NHS

• O2 • PWC • Skype/Microsoft • Telegraph Media Group • Tesco • TfL

• Virgin Atlanic • Waitrose • Which? • William Hill

WHO WILL ATTEND?Directors, Senior Executives,Management and Heads ofresponsible for customer andemployee engagement.

Delegate roles include:

• Customer Service• Customer Experience• Customer Insight• Customer Strategy• Digital Customer Experience• Customer Loyalty• Contact Centre• Social Media• CRM• Marketing• Direct Marketing• Digital Marketing Specialists• HR• Operational• Employee Engagement • Internal Communications

QUICK FACTS:• 100+ Senior Delegates• 20+ Presenters• 1-Day Event• 30 Minute Presentations• Followed by Networking Drinks

This year’s Forum will focus on new developments such as the

ever closer links being forged between the Voice of the

Customer and the Voice of the Employee.

Strategies that are evolving around VOC and VOE are some of the most dynamic in thecustomer and employee engagement space and this Forum will feature a roster of casestudies to reflect this changing landscape.

Delegates will hear how successful VOC programmes are evolving and deliveringvaluable insights and driving employee and customer engagement, enabling them tohelp implement their own strategies for long term success.

NETWORK WITH SENIOR-LEVEL PEERS FROM:

Our Evolution of Voice of the Customer Directors Forum is one of our mostimportant events of the year as it gets to the very heart of engagement.

12MAY 2016LONDON

VOICE OF THE CUSTOMERDIRECTORS FORUM

2‘END USER’

TICKETS£995

SPONSORS ORGANISED BY

CONFIRMED SPEAKERSTO DATE INCLUDE:

JOANA VAN DENBRINK-QUINTANILHASenior Analyst ServingCustomer ExperienceProfessionals, Forrester

ANDREW RICHARDSDirector of Regional RetailBanking, Metro Bank

ANGELA LOMASSenior Manager CustomerJourney & Change,Nationwide

GREG JENKINSDigital Business Partner,Three

NICK BRICEL&D Partner, AmericanExpress Community Stadium

DR. KIT HAGEMANNSenior Director, Customer ExperienceStrategy & Insight

DAVID MACLEODCo-Chair, Engage for Success

MARK BRADLEYDirector, The Fan ExperienceCompany

JO REDMANMarketing Director, SACO Serviced Apartments

AMY BRANNAuthor, Synaptic Potential

LISA GARTHSIDEDirector, CustomerExperience Management,Confirmit

STEVE HURSTEditorial Director,Engage Customer

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

AGENDA SUMMARY:

08:15 REGISTRATION AND COFFEE

09:00 CHAIRMAN’S WELCOME Steve Hurst, Editorial Director, Engage Customer

09:10 HOW TO DELIVER SUPERIOR CUSTOMER EXPERIENCE THROUGH VOC AND VOE PROGRAMMES Joana Van Den Brink-Quintanilha, Senior Analyst Serving Customer Experience Professionals, Forrester

Joana will share best practices for becoming a more customer-obsessed company, addressing issues ranging from understanding emotional elements in your customers’ journeys – through voice of the customer and voice of the employee programs – to empowering employees with actionable metrics and creating the right employee environment for delivering customer-centric experiences.

09:40 METRO BANK: A CASE STUDY Andrew Richards, Director of Regional Retail Banking, Metro Bank

Metro Bank is Britain’s first new high street bank in over 100 years. With a unique, customer-focused retail business, Metro Bank is revolutionising the banking industry. In this case study, we will review how Metro Bank’s relentless focus on offering the very best in service and convenience centres on its unique model of creating ‘fans not customers’.

10:00 VOC SPRING CLEAN – IS IT TIME FOR A VOC SPRING CLEAN & HOW DO YOU PERFORM ONE? Lisa Garthside, Director, Customer Experience Management, Confirmit

We often describe a VoC programme as a journey, not a destination. The bad news is, it’s never finished! The good news? You always have a chance to improve it, and to ensure it’s driving the right business improvements. To perform a regular spring clean on essential aspects of your programme and to ensure it is fit for purpose, there are 5 questions you need to answer:

• Is your programme aligned with your business objectives? • Are you engaging the right stakeholders in your organisation? • Is your programme design robust enough to deliver valid results? • Are you driving the right actions based on customer feedback? • Fundamentally is the programme delivering value – what is your Return on Investment?

Once you have the answers to these questions, you can then

take your programme to the next stage. Many improvements and actions will derive from this spring clean, which will also give you a chance to re-assess your programme goals against your ever-changing corporate objectives.

In this session, Lisa Garthside, Director, Customer Experience Management, will give you some guidance when it comes to answering the key questions, and help you keep your VoC house clean!

10:20 AMERICAN EXPRESS COMMUNITY STADIUM CASE STUDY: VOICE OF THE CUSTOMER IMMERSIONS Nick Brice, L&D Partner, American Express Community Stadium

The American Express Community Stadium has won an unprecedented array of awards for a customer experience that has been built on the empathy and understanding of the needs, wants and opinions of key fan/customer segments, employees and the community as a whole. A feature of the multi-award winning ‘Team Brighton’ leader and staff change programme has been the use of immersive Verbatim Playback™ voice of the customer immersions. This method has also been used to help transform housing association and council services.

10:40 COFFEE & NETWORKING BREAK

11:10 EXPERT SPEAKER: KPMG NUNWOOD

11:30 IHS BUSINESS CARE: SERVICE AT THE SPEED OF GROWTH Dr. Kit Hagemann, Senior Director of Customer Experience Strategy & Insight, IHS

IHS is the leading source of insight, analytics and expertise in critical areas that shape today’s business landscape. The company is constantly growing, organically as well as through acquisitions and mergers which means that the customer service organisation continuously has to adapt and expand its capabilities to support more customers, platforms and products. In order to support the growth the service organisation went through a transformation process to ensure that people, process and technologies would be scalable and able to meet growing demands in the future. The transformation project was based on an “outside in” approach utilising customer insight, internal customer/partner insight, customer service employee feedback etc. As part of developing and implementing a new operating model we identified 50 improvement projects and converted 86% of all employee ideas into improvement initiatives ensuring ownership and increased colleague engagement. The transformation resulted in a leaner organisation working more effectively in proving 24/5 global service and meeting service levels that are based on IHS customers’ requirements instead of industry standard.

BOOKYOURPLACE

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Email: tickets@ebm.media

Online: EngageCustomer.com

AGENDA SUMMARY:

BOOKYOURPLACE

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Online: EngageCustomer.com

11:50 FAN ENGAGEMENT (IT’S NOT ABOUT THE FOOTBALL) Mark Bradley, Director, The Fan Experience Company

As the Football League’s Family Excellence Awards enters its 10th season, writer and consultant Mark Bradley returns to update us on possibly the least expected of all business transformations: how football is growing to love its fans. With a focus on values, identity, customer engagement and ‘niche marketing’, there’s learning for everyone, regardless of your views on our National Game.

12:10 SACO SERVICED APARTMENTS CASE STUDY: BEAPARTOFIT Jo Redman, Marketing Director, Saco Serviced Apartments

SACO The Serviced Apartment Company firmly believe that listening to its people and customers are key enablers to ensure the success and ambitious growth plans for its business. Focusing on one at the expense of the other or in isolation will not work.

Jo will outline two current initiative’s that underpin and link recent achievements and successes.

12:30 EXPERT SPEAKER: TBC

12:50 LUNCH

13:50 PANEL DEBATE Joana Van Den Brink-Quintanilha, Senior Analyst Serving Customer Experience Professionals, Forrester Andrew Richards, Director of Regional Retail Banking, Metro Bank Lisa Garthside, Director, Customer Experience Management, Confirmit Nick Brice, L&D Partner, American Express Community Stadium Dr. Kit Hagemann, Senior Director of Customer Experience Strategy & Insight, IHS Mark Bradley, Director, The Fan Experience Company Jo Redman, Marketing Director, Saco Serviced Apartments

14:50 THREE CASE STUDY Greg Jenkins, Digital Business Partner, Three

15:10 CUSTOMER AND EMPLOYEE EXPERIENCE MEETS NEUROSCIENCE Amy Brann, Author, Synaptic Potential

Neuroscience shares with us game changing insights for the world of work. The opportunity is to remember we are engaging with humans, and not robots. The evidence from many fields is building up to insist that we place the employee experience firmly at the heart of the workplace. This is hugely influential in the customer experience. Workplaces designed and developed with the employee experience in mind are being cited and referenced more often as not only great places to work, but also in many cases, they are increasingly the envy of many within their respective sectors. When you combine this with the compelling research from neuroscience you are shaping both the case for change and the new mechanisms that need to be foundational.

15:30 COFFEE & NETWORKING BREAK

15:50 NATIONWIDE CASE STUDY: CUSTOMER JOURNEY MAPPING Angela Lomas, Senior Manager Customer Journey & Change, Nationwide Building Society

How Nationwide Building Society uses Customer Journey mapping to bring the customer into the heart of strategic change. I will talk about tool development, how we rolled it out within the Customer Experience Division and how we use it every day within change programs.

16:10 HOW TO MANAGE PEOPLE IN INCREASINGLY DEMANDING TIMES David Macleod, Co-Chair, Engage For Success

David will identify the four external pressures bearing down on work places and at the same time four growing demands from people at work. Too often the typical responses to these pressures and demands are totally inappropriate since they lead to poor outcomes for both the organisation and the individuals who work there. However there are a range of workplaces that have responded more appropriately and more successfully to these pressures and demands. He will outline four enablers that these organisations adopt in order to achieve higher levels of employee engagement with the resultant enhanced organisational success.

16:35 CHAIR’S CLOSING REMARKS Steve Hurst, Editorial Director, Engage Customer

16:45 DRINKS & NETWORKING PARTY

2016 EVENTS CALENDAR @EngageCustomer @EngageForums #EngageForums

VOICE OF THE CUSTOMERDIRECTORS FORUMTHURSDAY 12TH MAY 2016

12MAY 2016

CUSTOMER EXPERIENCE STRATEGYAND INNOVATION LEADERS FORUM THURSDAY 23RD JUNE 2016

23JUN 2016

CUSTOMER ENGAGEMENTTRANSFORMATION DIRECTORS FORUMFRIDAY 23RD SEPTEMBER 2016

23SEP 2016

CUSTOMER ENGAGEMENT IN FINANCE& RETAIL DIRECTORS FORUMFRIDAY 21ST OCTOBER 2016

21OCT 2016

ENGAGE AWARDSTUESDAY 8TH NOVEMBER 201608

NOV 2016

CUSTOMER ENGAGEMENT SUMMITTUESDAY 8TH NOVEMBER 201608

NOV 2016

INTERNAL COMMUNICATIONSDIRECTORS FORUMTHURSDAY 3RD NOVEMBER 2016

03NOV 2016

EMPLOYEE RECOGNITION, REWARD &RETENTION DIRECTORS FORUMTHURSDAY 14TH JULY 2016

14JUL 2016

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Email: tickets@ebm.media

Online: EngageCustomer.com

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