Knowledge - Insights: Presentation Slides

HALL 1 AVAILABLE PRESENTATIONS

PLENARY KEYNOTES

09:10

Opening Keynote: Timpson Case Study – The Secret Behind Amazing Service
John Timpson, Chairman, Timpson
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09:30

Curating Your Customer Engagement Ecosystem
Amit Shankardass, Global Marketing Executive, Teleperformance
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09:50

Opening Keynote: M&S Case Study – Making Every Moment Special for Colleagues and Customers
Jo Moran, Head of Customer
Experience, M&S
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10:10

Opening Keynote: Domino’s Case Study: Staying Ahead in a Changing Marketplace With Disruptive Entrants
David Wild, Chief Executive, Domino’s
Pizza Group
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE

11:00

02 Case Study: Surprise & Delight: What is it and why do we do it?
Kal Durand, Social Engagement Specialist, O2
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11:20

1st Central Case Study: Using Knowledge to Help You Deliver an Outstanding Customer Experience
Gary Lucas, Head of Customer Experience, 1st Central
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11:40

Virgin Care Case Study: It’s Not What We Say Or Do, it’s How We Make People Feel
Michelle Hawkins, Head of Futures, Virgin Care
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LINKING VOICE OF THE EMPLOYEE AND VOICE OF THE CUSTOMER

12:00

Heathrow Airport Case Study: A Great Place to Work – Our Colleagues Journey
Jane Smith, Head of Performance & Engagement, Heathrow Airport
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12:20

Evolution: The Convergence of Customer and Employee Engagement
Claire Sporton, VP, Customer Experience Management, Confirmit
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CX STRATEGIES FOR THE CUSTOMER JOURNEY

14:40

Museum of London Case Study: Market Forces – How the Customer Journey Took a Museum Up a Different Street
Antony Robbins, Director of Communications, Museum of London
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EVOLUTION OF VOICE OF THE CUSTOMER ACROSS THE ENTERPRISE

15:30

Evolution of ‘Voice of the Customer’ – Are You at the Top of the Ladder?
Helen Wilson, Managing Director-IPSOS Loyalty, IPSOS Mori
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15:50

Building The Digital Contact Centre – Overcoming Digital Customer Engagement Challenges
Matt Hooper, SVP Global Marketing, IMIMobile
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16:10

Trafford Housing Trust Case Study: Community Problems, Community Solutions: How to Solve a Problem Like Poverty?
Eve Blezard, Trafford Housing Trust
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THE FUTURE OF WORK

16:30

How to Manage People in Increasingly Demanding Times
David MacLeod OBE, Co-Chair, Engage For Success
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16:50

What Will the Future of Work Look Like for Businesses Operating Today?
Leon Stafford, Regional Territory Manager, Interactive Intelligence
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17:10

Unicef UK Case Study: Unlocking Potential–When a Disaster Strikes
Vicky Johnson, Head of Supporter Care & Carine Barbara, Advisor For Supporter Care Team, Unicef UK
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HALL 2 AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART ONE

11:00

Zurich Case Study: Zurich FutureYou, Building a Consumer Business
Russell Fisher, Zurich Life
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE

12:00

Case Study: Airbnb – Engagement by Design
Adrian Swinscoe, Consultant, Rare Business
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12:20

Three Case Study: The Transformation of Three Ireland to a Customer Centric Organisation
Justin Conry, Head of Transformation & Declan Boyle, Head of Customer Value Management, Three Ireland
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12:40

Facebook Case Study: The Evolving Landscape of Marketing How Brands are Embracing Mobile
Jonathan Herman, Head of eCommerce & Retail, Facebook
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CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO

14:00

Royal Bank of Scotland Case Study: Overlaying Data with Human Behaviour
Sarah Perkins, Head of Customer Conversations, Royal Bank of Scotland
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14:20

Travel Insurance Facilities Group Case Study: The Power of Being Your Own Passionate Customer
Fiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group
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CUSTOMER DATA SECURITY & PRIVACY

15:30

World Class Service, World Class Protection
Mark Chaplin, Information Risk Management Leader, Information Security Forum
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15:50

Taking The Offensive: Working Together to Disrupt Digital Crime
Luke Beeson, Vice President, Security UK and Global Banking & Financial Markets, BT
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16:10

The New European Data Protection Regime – How General Data Protection Regulation (GDPR) Affects The World Of Customer Engagement
Jonathan Armstrong, Partner, Cordery Compliance
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CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES, PART TWO

16:30

Chat Bots: Revolution or Devolution?
Jim Meadows, Head of Product, Myclever™ Lab
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16:50

IBM Watson Case Study: Conversational Engagement Through AI
Dale Lane, IBM Watson Developer
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HALL 3 AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT IN RETAIL, PART ONE

11:00

AO Case Study: Being Exceptional in the Moments that Matter
Danny Emmett, Group Retail Operations Director, AO World
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11:20

Digital Needs the Human Touch
Sandra Galer, Consulting Director, Merchants
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11:40

Tesco Case Study: Serving Britain’s Shoppers a Little Better Every Day
Helen Gales, Customer Service Director, Tesco
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ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE

12:20

Conversational Messaging Will Change the Way You Engage with Customers Forever Mark Oppermann, EVP Sales & Marketing, Webio View presentation slides

12:40

Making E-Retail Websites Truly Easy-To-Use: Applying Ease of Doing Business to Online Shopping
Moira Clark, Professor of Strategic Marketing & Director of The Henley Centre for Customer Management, Henley Business School
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INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO

14:00

Box Plus Network Case Study: Content for a Constantly Connected Consumer
Matt Rennie, Managing Director, Box Plus Network
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14:40

Trentbarton Case Study: Talking With our Customers – Whatever Next!
Jeff Counsell, Managing Director, Trentbarton
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CUSTOMER ENGAGEMENT IN RETAIL, PART TWO

15:50

Figleaves Case Study: A Practical Guide to Implementing a Multi-Channel Customer Service Strategy
Leigh Janson, Customer Service Manager, Figleaves
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16:10

Sofology Case Study: Co-Creating your Culture With Customers and Teams
Alyson Fadil, People Director, Sofology
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EMPLOYEE RECOGNITION, REWARD & RETENTION

16:30

Eau Palm Beach Resort Case Study: Values; The Secret Truth About Employee Engagement Simon Lewis, Owner, Eau Palm Beach Resort & Spa View presentation slides

16:50

The Connected Brand – Building Customer Experience from the Inside Out
Louisa Moreton, Engagement Director, Instinctif Partners
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HALL 4 AVAILABLE PRESENTATIONS

CUSTOMER & EMPLOYEE ENGAGEMENT

11:00

Europe’s Changing Customer Experience Environment: 10 Illuminating Insights From a Multi-Country Study
Ian McVey, Head of Enterprise Sales, Northern Europe, Qualtrics and Steve Hurst, Editorial Director, Engage Business Media
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11:20

Customer Surveys – WTH!
Jamie Thorpe, Commercial Director, Grass Roots
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FUTURE OF THE CONTACT CENTRE

12:00

BT Case Study: Engaging for Change
Sarah Davies, Principal, Internal Communications, BT Consumer
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12:20

Future of the Contact Centre – “It’s all About the Journey”
Russell Attwood, Business Development Director, Unify Communications
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12:40

Geoffrey Insurance Case Study
Paul Baxter, Head of Direct, Geoffrey Insurance
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO

14:00

Disney, Premier Inn and Burberry Case Studies: Customer Excellence is the External Manifestation of Internal Alignment
Dr. Simon Moore, Chartered Business and Consumer Psychologist, Innovationbubble
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14:20

Humanising Customer Engagement in a Digital World
Rachel Lane, Director of Customer Analytics, EMEA, Verint
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14:40

Sureflap Case Study: Providing Purr-Fect Service in the Connected World
Sarah Metcalfe, Head of Customer Service, Sureflap
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LEARNING & DEVELOPMENT

15:30

Innovative Approaches to Engagement: Today’s Leaders and Future Generations
Nick Shackleton-Jones, Former Director, Learning Innovation & Technology, BP
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15:50

Getting The Balance Between User Experience and Customer Experience Right
Adam Charlesworth, Leadership Consultant & Educator
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16:10

Winning Attitudes: What Does it Take to be Successful?
Dr. Amanda Potter, CEO, Zircon Management Consulting Ltd & Goldie Sayers, Former UK Champion Javelin Thrower
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THE EVOLUTION OF CX SERVICE DESIGN

16:30

Case Studies From Virgin, Fidelity and Bupa: When (and When Not) to Use Customer Experience Design
Sean Risebrow, Director of Customer Experience, Bupa
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16:50

Donor Experience Case Study: Using Disruption to Change the Behaviour of a Whole Industry
Richard Spencer, Director for the Commission, Donor Experience
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