Previous Events

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Internal Communications Conference 15th September 2017

This conference took an in depth look at the rapidly evolving world of internal communications.

Case studies included: Dr Martens, Mercedes-Benz, Thomson Reuters, RHP, Charles Stanley and more!

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Evolution of Work Conference 15th September 2017

This CPD accredited conference brought into sharp focus the challenges and opportunities facing our rapidly changing workforce in a fast evolving workplace environment.

Case studies included: Twitter, Missguided, Public Health England, Land Registry, University of London and more!

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Customer Engagement Transformation Conference 06th July 2017

This CPD accredited conference follows on from our two hugely successful Customer Engagement Transformation Directors Forums in 2015 and 2016 and is testament to the imperative for organisations to constantly evolve their customer engagement strategies.

Case studies included: Virgin Holidays, Direct Line Group, RAC, Lloyds Banking Group, O2, Alliance Healthcare, giffgaff, Affinity Water, AO.com and more…

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Future of the Contact Centre Conference 23rd February 2017

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

Case studies included: M&S, BT, Dixons Carphone, Sky, Barclays, SureFlap, Virgin Atlantic and more..

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Internal Communications Directors Forum 21st October 2016

Following on from the success of our inaugural Internal Communications Directors Forum last year we take an in depth look at the fast changing world of internal communications and how it is increasingly taking on the critical employee engagement role that has too often been neglected by those in HR.

Case studies included: Oxfam, ITV, The Co-Operative, Visa Europe, BT and more..

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Customer Engagement Transformation Directors Forum 23rd September 2016

Our customers, their expectations, their journey, and the ways in which they interact with organisations have changed almost beyond recognition over the past few years. Organisations must also transform if they are to thrive in this Brave New Customer World.

Case studies included: Google, RS Components, Great Western Railway, Lloyds Banking Group, Transport for London, Sony and more..

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Employee Recognition, Reward & Retention Directors Forum 14th July 2016

When it comes to our people then Reward, Recognition and Retention are most definitely the three R’s of engagement.

Case studies included: Starbucks, Barclays, Three, Anchor Trust, SNC-Lavalin Rail & Transit, The Association for Business Psychology, Engaging Service & Real Results.

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CX Strategy & Innovation Leaders Forum 23rd June 2016

This Forum looked at how customer behaviour and expectations are changing at a dramatic and accelerating pace. It is vital for organisations to keep up with their customers’ journey or they will lose them, and this Forum brought those at the forefront of the industry along to aid our delegates in developing innovative strategies that keep abreast and indeed ahead of customer demands.

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Evolution of the Voice of the Customer Directors Forum 11th May 2016

This year’s Forum focused 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 the customer and employee engagement space and this Forum featured a roster of case studies to reflect this changing landscape.

Delegates heard how successful VOC programmes are evolving and delivering valuable insights and driving employee and customer engagement, enabling them to help implement their own strategies for long term success.

Speakers included: Metro Bank, Three, Nationwide, IHS, SACO Serviced Apartments and more. 

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Future of the Contact Centre Leaders Forum 11th March 2016

The contact centre is perfectly placed to become the beating heart of an organisation’s customer engagement strategy, to become the Customer Engagement Hub of the future. The contact centre is where the brand lives or dies in the eyes of the customer.

It is the place where real, in-depth customer insight sits. It is the contact centre that can deliver on the entire customer experience. But this will only happen if organisations understand that customers are now in control of the channels they choose to interact with organisations. Our Future of the Contact Centre Leaders Forum looked at what the contact centre of the future should look like as our customers continue to change their behaviour in this digital age.

Speakers included: Barclays, BT, Unilever, Chaucer Direct, The Co-Operative Bank and more.

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Internal Communications Directors Forum 30th September 2015

We take a long hard look at the fast changing world of internal communications. The way we work is changing rapidly. Our people are becoming more mobile with access to more and more sophisticated technology. The way we communicate with our people must also change and this Directors Forum will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work and focus on those organisations that are driving towards competitive advantage by getting their employee communications strategies right. Speakers: HSBC, Specsavers, Tata Consulting, Direct Line, Capital One, Oxfam, MetLife, RSA, LV=  

 

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Customer Engagement Transformation Directors Forum 24th September 2015

Over the past five years customers and the way they interact with organisations have changed almost beyond recognition. Organisations must also transform if they are to thrive in this Brave New Customer World. The old command and control way of thinking has to be consigned to the dustbin of history. Organisations need to ditch their siloed approach and re-organise themselves so that they mirror and enhance the omnichannel customer journey.

There is a growing need for a Customer Hub where people with complementary skills from all areas of the organisation, front, middle and back office, come together with the customer at the heart of the conversation. This means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees.

Case Studies included: Atom Bank, Nationwide, BP Group, Equiniti, BT. Expert Speakers include: Henley Business Centre, Forrester, Brainfood Consulting.

 

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4. Customer Engagement in Financial Services DF - 21st May 2015

Customer Engagement in Financial Services 21st May 2015

The financial services sector is beginning to bounce back from the huge loss of trust engendered by the global financial crisis and dubious business practices impacting negatively on their customers. There is still much to be done however as financial services organisations need to do more to win back that trust from increasingly technically savvy and often wary customers

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2. Customer Engagement in the Retail Sector DF – 26th March 2015

Customer Engagement in the Retail Sector 26th March 2015

The Forum will show how leading retailers are deploying winning customer engagement strategies that are designed to engender consumer loyalty and greater wallet share in a hugely competitive marketplace

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1. Evolution of Voice of the Customer DF – 24th February 2015 copy

Evolution of Voice of the Customer 24th February 2015

How successful voice of customer programmes are evolving and delivering valuable insights and driving customer engagement

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7. Customer Engagement in TelcosUtilities DF – 23rd October 2014

Customer Engagement in Telcos/Utilities 23rd October 2014

The Telco and Utility sectors are both facing a number of challenges when it comes to engaging customers across channels, with both sectors consistently scoring low across a raft of respected customer satisfaction surveys.
Both face challenges in the perception of where the customer lies within their organisations and much work needs to be done – particularly in the utilities sector where accusations that the Big Six utilities effectively run a cartel are ongoing – and where Government is stepping in to control pricing.
This Directors Forum will investigate the issues that face these troubled sectors in turbulent times in terms of their customer engagement strategies in an increasingly regulatory environment and shine a light on the best way
forward for sustainable success.

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6. Employee and Customer Engagement DF – 18th September 2014

Employee and Customer Engagement 18th September 2014

The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven there is a clear path from engaged employees to engaged customers to improved performance and profitability – and yet two in three employees remain disengaged.
This Directors Forum will lift the lid on the employee and customer engagement strategies that are making some organisations winners and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders to gain competitive advantage.

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5. Social Customer Engagement DF – 3rd July 2014

Social Customer Engagement 03rd July 2014

This high level Directors Forum will demonstrate how understanding that building relationships with customers through social/mobile networks rather than trying to take control is the key to your future successful Social Business strategies, delivering long term business benefits and sustained competitive advantage

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4. Customer Engagement in Financial Services DF – 22nd May 2014

Customer Engagement in Financial Services 22nd May 2014

The Financial Services sector is under continuing pressure to get its customer offering back on track.

That pressure comes from consumers, who have lost trust in the sector for a whole host of reasons,and also from regulatory bodies who are continuing to introduce a roster of changes that impact on the relationship between financial services providers and those who use their products and services.

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3. Customer Engagement in the Retail Sector DF – 24th April 2014

Customer Engagement in the Retail Sector 24th April 2014

The retail sector is in a state of major flux and there will continue to be winners and losers as consumer behaviour controls the sector. While the squeeze on consumer spending is having an often detrimental impact on the High Street, online retail sales are continuing to enjoy exponential growth as customers use their smartphones and tablets for shopping and savvy retailers market to these geographically sensitive devices.

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1. Evolution of Voice of the Customer DF – 6th February 2014

Evolution of Voice of the Customer 06th February 2014

This Forum will examine the key challenges and issues facing customer experience leaders in the evolution of their Voice of The Customer strategies as part of an overarching employee and customer engagement approach.

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7. Employee and Customer Engagement DF – 19th September 2013

Employee and Customer Engagement 19th September 2013

The relationship between employee and customer engagement performance and profitability becoming one of the hottest of all strategic business issues. The need for organisations to engage and properly direct their people in tough economic conditions is one of the biggest boardroom issues of our times and is being taken seriously at the very highest levels of business and government.

This Directors Forum will lift the lid on the employee and customer engagement strategies that are making some organisations winners and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders to  gain competitive advantage.

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6. Customer Engagement in the Public Sector DF – 17th July 2013

Customer Engagement in the Public Sector 17th July 2013

A recent report from KPMG suggests that the public sector is showing the private sector the way forward when it comes to use of social media both for its employees and its customers.

Indeed the public sector is proving to be increasingly innovative and imaginative in the ways in which it engages with its stakeholders in the light of tough economic conditions when budgets are being continually scrutinised and cost savings are high on the agenda.

This Directors Forum will take a close look at the public sector and how it is
engaging its internal and external stakeholders, and focus on some of the ground breaking best practice.

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5. Customer Engagement in Financial Services DF – 13th June 2013

Customer Engagement in Financial Services 13th June 2013

This Directors Forum will highlight the key issues and challenges facing the much maligned financial services sector and its relationships with customers against a backdrop of continued difficult economic conditions. It will offer practical solutions to these challenges for a troubled sector. It will drill down to the core of the problems and help delegates find the best way forward.

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4. Mobile Customer Engagement DF – 23rd May 2013

Mobile Customer Engagement 23rd May 2013

The rise and rise of mobile customer engagement has been instrumental in changing the whole face of customer relationships. Today’s customer has more power, a greater say in how an organisation designs its products and services and is more likely to take the opportunity to have their say.

This Directors Forum will examine the issues, challenges and opportunities around mobile customer engagement and how savvy organisations are working with this burgeoning channel to market to gain competitive advantage.

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3. B2B Customer Engagement DF – 24th April 2013

B2B Customer Engagement 24th April 2013

A major global research report shows that four out of five B2B organisations give overall responsibility for customer engagement initiatives to a vice president or director-level executive – and half of these organisations have increased investment in customer engagement and experience over the past five years.

This Directors Forum will examine the growing recognition of the business critical nature of B2B Customer Engagement and the key trends and challenges impacting this dynamic sector where the engagement stakes are higher than ever before and where insight and understanding within close-knit relationships are key to success.

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2. Customer Engagement in the Retail Sector DF – 20th March 2013

Customer Engagement in Retail Sector 20th March 2013

The retail sector is in a state of flux. While the squeeze on consumer spending is having a largely detrimental impact on the High Street, online retail sales are continuing to enjoy strong growth. And while a number of well known retail brands have disappeared over the past couple of years, others are not only surviving but thriving as they adopt winning customer engagement strategies.

This Directors Forum will take a look at the key issues, challenges and trends in this fast moving and volatile industry sector. It will spotlight the developing dynamic in relationships between retailers and their customers in an increasingly multichannel environment, and how fundamental changes in consumer behaviour are impacting on retailers as they strive for sustainable success.

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1. Voice of the Customer DF – 14th February 2013

Voice of the Customer 14th February 2013

Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice Of the Customer is critical to the development of customer engagement strategies. Strategies around customer feedback and feeding
back on feedback, closing the feedback loop, are business critical issues.

This Directors Forum will examine the key challenges and issues facing customer experience leaders that are impacting feedback, and Voice of The Customer strategies as customers increasingly become a central part of
the development of engagement strategies.

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8. Employee and Customer Engagement DF – 5th December 2012

Employee and Customer Engagement 05th December 2012

This Directors Forum will lift the lid on the employee engagement strategies that are making some organisations winners in the battle for customer loyalty, and where the links between employee and customer engagement are being leveraged to provide benefits to all stakeholders and to gain competitive advantage.

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