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The Customer Engagement Summit cemented its status as Europe’s premier employee and customer engagement event when more than 700 people – and a humanoid robot called Pepper – attended the event in London.

Leaders from many of the UK’s largest organisations attended the Summit, organised by Engage Business Media (EBM), where they heard more than 30 world class case study presentations involving organisations as diverse as Jaguar Land Rover, Amazon, Virgin Media, Unilever, Nationwide, Royal Yacht Britannia, HSBC, Facebook, John Lewis Partnership, Google, Lloyds, McDonald’s, NHS, News UK, Barclays, Travelodge and Mars.

Pepper took centre stage during the Summit’s opening keynote presentation from BBC TV’s technology presenter Spencer Kelly where she (yes Pepper is a she) answered questions about working as a contact centre agent and was on hand for the rest of the day to meet attendees.

Pepper was also interviewed by EBM’s editorial director Steve Hurst, who said afterwards: “Summit attendees were wowed when Pepper took the stage and was interviewed by Spencer Kelly. Research suggests that millions of UK jobs, many of them in customer service and including contact centres, will be taken over by robots such as Pepper over the coming years and her presence added another dimension to the event”

Pepper’s starring role was one of many highlights at the Summit held at The Park Plaza Victoria hotel on Thursday November 26, and hailed by delegates as the premier employee and customer engagement event of the year.

These included a keynote presentation from Patrick Lewis, great grandson of John Lewis Partnership founder John Lewis, who revealed secrets behind the employee and customer engagement ethos at the organisation.

Patrick Lewis is finance director at the partnership, and the only Lewis family member still working at the UK’s favourite retailer, which encompasses both John Lewis and Waitrose.

Not resting on its laurels, EBM’s plans are already under way for next year’s Customer Engagement Summit, to be held on December 2 2016 in tandem with the launch of the inaugural Engage Awards – the first and only Awards programme dedicated to employee and customer engagement.

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