Knowledge - Insights: Presentation Slides

DES-Pepper-header-1470

HALL 1 AVAILABLE PRESENTATIONS

PLENARY KEYNOTES

09:45

A 20:20 vision for CX.
Mark Hillary, Carnaby Content.
View presentation slides Video unavailable

10:15

What drives the service ethos at the John Lewis Partnership? Is this the business model for the brave new customer world?
Patrick Lewis, John Lewis Partnerships.
View presentation slides Video unavailable

VOICE OF THE CUSTOMER, PART ONE

11:40

Unlocking the hidden customer experience.
Colin Shaw, Beyond Philosophy.
View presentation slides Video unavailable

12:00

Customer experience as a competitive advantage.
Jon Hendry Pickup & Andrew Archibald, Travelodge.
View presentation slides Video unavailable

FUTURE OF WORK & EMPLOYEE ENGAGEMENT

12:40

My Steam Engine is Broken: The end of command and control.
Jonathan Gifford & Dr. Mark Powell.
View presentation slides Video unavailable

13:00

The power of active involvement in meetings and events.
Hector Venegas, Swarmworks & Karin Krogh, Progreso APS.
Presentation coming soon Video unavailable

BOOK LAUNCH

13:40

Rewire: The future for diversity and engagement.
Chris Yates, Caterpillar Inc. & Pooja Sachdev, Consultant.
View presentation slides Video unavailable

EMPLOYEE AND CUSTOMER ENGAGEMENT

14:20

Creating fusion… Adopting a joined-up approach to customer and employee engagement is easier than you might think…
Jamie Thorpe & Francis Goss, Grass Roots.
View presentation slides View video

14:40

A healthy engagement.
Mike Gibney, NHS Foundation Trust.
View presentation slides View video

15:00

Employee engagement: The critical ingredient to win in today’s market.
Hugh Jaques, Mars Chocolate UK.
View presentation slides View video

VOICE OF THE CUSTOMER, PART TWO

15:30

An ethos-driven approach to creating innovative customer experiences.
Nick Brice, American Express Community Stadium.
View presentation slides View video

SOCIAL ENGAGEMENT

16:40

How to become no.1 in the UK.
Bob Downie, Royal Yacht Britannia.
View presentation slides View video

 

HALL 2 AVAILABLE PRESENTATIONS

FINANCIAL SERVICES, PART ONE

11:20

How to drive customer-centric actions in the financial sector.
Miguel Ramos, Confirmit.
View presentation slides Video unavailable

12:00

Digital eagles: Engaging employees to drive customer-centricity into the DNA of the organisation.
Dave Shepherd, Barclays UK Retail Bank.
View presentation slides Video unavailable

OMNICHANNEL

14:20

Embracing the millennial challenge: The convergence of customer engagement, communications and collaboration.
Martina Knappe, Interactive Intelligence.
View presentation slides View video

14:40

Smartphone dominance.
Patrick Hourihan, Yahoo.
View presentation slides Video unavailable

15:00

Omnichannel in financial services – a pensions administration case study.
Jonathan Mindell, Former Director at JLT and Mercer.
View presentation slides View video

DIGITAL CUSTOMER, PART TWO

16:40

How staying close to customers has been pivotal in delivering unique, innovative customer solutions.
Kim Ratcliffe, Hive (British Gas).
View presentation slides View video

17:00

The future of the future of service – Digital engagement innovation from IoT to emotion analytics to virtual assistants in your home.
Megan Neale, Unilever & Maximilian Doelle, Kazendi.
View presentation slides View video

 

HALL 3 AVAILABLE PRESENTATIONS

RETAIL, PART ONE

11:20

Transforming people practices for a workforce of 100,000 to meet new customer offering.
Janet Lenz, McDonald’s
View presentation slides Video unavailable

11:40

Business transformation achieved by listening to the customer.
Stuart Douglas & Jessica Mustoo, Three.
View presentation slides Video unavailable

12:00

Utilising customer stories to create the best experiences at every touchpoint.
Sue Hedaux, InMoment.
View presentation slides Video unavailable

CUSTOMER ENGAGEMENT TRANSFORMATION

12:30

Winning the loyalty of employees, so you can win the loyalty of customers.
Sean Risebrow, NewsUK.
View presentation slides Video unavailable

12:50

The power of text; using smart technology to listen, interpret and delight your customers.
Anna Ritchie, Edigital Research & Chris Beeson, Virgin Media.
View presentation slides Video unavailable

EVOLUTION OF CONTACT CENTRES

14:20

Can our contact centres deliver? Findings from the 2015 Global Contact Centre Benchmarking Report.
Paul Scott, Dimension Data.
View presentation slides View video

14:40

The future for customer technology: Insights from Amazon, Facebook and Google.
Stuart Dorman, Sabio Ltd.
View presentation slides Video unavailable

RETAIL, PART TWO

15:20

Delivering our best service.
Glenn Reynolds, Tesco & Sue Stoneman, NKD Learning.
View presentation slides Video unavailable

16:00

Shaping the experience for a better customer engagement.
Tarek Al Shareif, Xceed.
View presentation slides Video unavailable

CUSTOMER JOURNEY

17:00

Understanding context and consumer behaviour to enhance your offer throughout the customer journey.
Sibel Yaman Kavuklu, Pegasus Airlines.
View presentation slides Video unavailable