Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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PLENARY KEYNOTES |
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09:45 |
A 20:20 vision for CX. Mark Hillary, Carnaby Content. |
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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. |
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VOICE OF THE CUSTOMER, PART ONE |
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11:40 |
Unlocking the hidden customer experience. Colin Shaw, Beyond Philosophy. |
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12:00 |
Customer experience as a competitive advantage. Jon Hendry Pickup & Andrew Archibald, Travelodge. |
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FUTURE OF WORK & EMPLOYEE ENGAGEMENT |
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12:40 |
My Steam Engine is Broken: The end of command and control. Jonathan Gifford & Dr. Mark Powell. |
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13:00 |
The power of active involvement in meetings and events. Hector Venegas, Swarmworks & Karin Krogh, Progreso APS. |
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BOOK LAUNCH |
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13:40 |
Rewire: The future for diversity and engagement. Chris Yates, Caterpillar Inc. & Pooja Sachdev, Consultant. |
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EMPLOYEE AND CUSTOMER ENGAGEMENT |
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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. |
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14:40 |
A healthy engagement. Mike Gibney, NHS Foundation Trust. |
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15:00 |
Employee engagement: The critical ingredient to win in today’s market. Hugh Jaques, Mars Chocolate UK. |
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VOICE OF THE CUSTOMER, PART TWO |
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15:30 |
An ethos-driven approach to creating innovative customer experiences. Nick Brice, American Express Community Stadium. |
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SOCIAL ENGAGEMENT |
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16:40 |
How to become no.1 in the UK. Bob Downie, Royal Yacht Britannia. |
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HALL 2 AVAILABLE PRESENTATIONS |
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FINANCIAL SERVICES, PART ONE |
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11:20 |
How to drive customer-centric actions in the financial sector. Miguel Ramos, Confirmit. |
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12:00 |
Digital eagles: Engaging employees to drive customer-centricity into the DNA of the organisation. Dave Shepherd, Barclays UK Retail Bank. |
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OMNICHANNEL |
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14:20 |
Embracing the millennial challenge: The convergence of customer engagement, communications and collaboration. Martina Knappe, Interactive Intelligence. |
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14:40 |
Smartphone dominance. Patrick Hourihan, Yahoo. |
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15:00 |
Omnichannel in financial services – a pensions administration case study. Jonathan Mindell, Former Director at JLT and Mercer. |
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DIGITAL CUSTOMER, PART TWO |
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16:40 |
How staying close to customers has been pivotal in delivering unique, innovative customer solutions. Kim Ratcliffe, Hive (British Gas). |
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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. |
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HALL 3 AVAILABLE PRESENTATIONS |
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RETAIL, PART ONE |
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11:20 |
Transforming people practices for a workforce of 100,000 to meet new customer offering. Janet Lenz, McDonald’s |
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11:40 |
Business transformation achieved by listening to the customer. Stuart Douglas & Jessica Mustoo, Three. |
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12:00 |
Utilising customer stories to create the best experiences at every touchpoint. Sue Hedaux, InMoment. |
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CUSTOMER ENGAGEMENT TRANSFORMATION |
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12:30 |
Winning the loyalty of employees, so you can win the loyalty of customers. Sean Risebrow, NewsUK. |
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12:50 |
The power of text; using smart technology to listen, interpret and delight your customers. Anna Ritchie, Edigital Research & Chris Beeson, Virgin Media. |
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EVOLUTION OF CONTACT CENTRES |
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14:20 |
Can our contact centres deliver? Findings from the 2015 Global Contact Centre Benchmarking Report. Paul Scott, Dimension Data. |
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14:40 |
The future for customer technology: Insights from Amazon, Facebook and Google. Stuart Dorman, Sabio Ltd. |
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RETAIL, PART TWO |
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15:20 |
Delivering our best service. Glenn Reynolds, Tesco & Sue Stoneman, NKD Learning. |
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16:00 |
Shaping the experience for a better customer engagement. Tarek Al Shareif, Xceed. |
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CUSTOMER JOURNEY |
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17:00 |
Understanding context and consumer behaviour to enhance your offer throughout the customer journey. Sibel Yaman Kavuklu, Pegasus Airlines. |
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