Name: Engage Employee
Address: Engage Business Media Ltd, 2 Esher Road, Hersham, Surrey, KT12 4JY
Telephone: 01932 506 300

Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1
09:10	O2 Case Study: A Digital World of Choice and Possibilities – Transforming to Stay Ahead Gareth Turpin, Director of Customer Service and Transformation, O2	View presentation slides
09:35	UMB Case Study: Customer Feedback – The Ability to Make or Break Your Business Terry Kincheloe, Senior Vice President – Interactive Marketing, UMB Financial Corporation	View presentation slides
10:00	How Influencers are Changing the Game for Engagement – Case Studies with Apple, British Airways and Unibet Harry Hugo, Chief Campaign Office & Co-Founder, The Goat Agency	View presentation slides
CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES
10:55	Lloyds Banking Group Case Study: 1.4 Billion Ways of “Getting Personal” With Customers Gerald Bruce Roberts, Senior Manager Customer Experience & Elaine Kelly, Customer Experience Manager, Lloyds Banking Group	View presentation slides
DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION
12:10	Disruptive Customer Care: The Competitive Differentiator Martin Hill-Wilson, Founder, Brainfood Consulting	View presentation slides
13:00	SmartBill Case Study: Customer Engagement Lessons, Through the Lens of a Start Up Nikhil Shah, CEO and Co-Founder, SmartBill	View presentation slides
CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL
14:25	LEGO Case Study: How the Power of Habit Created the World’s Most Powerful Brand, and How You Can Harness it Too Scott Gould, Founder, Ampersand	View presentation slides
TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2
16:10	RAC Case Study: Optimising Customer Engagement Through Tapping into Employee Insight to Deliver a Sustainable World Class Customer Experience Jonathan George, Director of Sales and Service, RAC	View presentation slides

HALL 2 AVAILABLE PRESENTATIONS
PERSONALISATION OF THE CUSTOMER EXPERIENCE
10:00	Wolseley Case Study: How AI, the Heart of our Cognitive Knowledge, is Reducing Customer Effort and Empowering Customer Support Staff Alison Goodwin, Customer Support Centre Manager, Wolseley UK	View presentation slides
10:25	Xercise4Less Case Study: The Rise of Xercise4Less by Engaging Customer Feedback Jon Nasta, Director Ecommerce and Marketing, Xercise4Less	View presentation slides
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1
11:20	“Nudging” Your CX Programme Towards Transformational Change Phil Durand, Director, Customer Experience Management, Confirmit	View presentation slides
THE RISE OF CUSTOMER SERVICE DESIGN
12:10	Disney Case Study: The Starring Role of Teamwork In Disney Inspired Experiences Chris Humphrey, Director, BE Advisory & Andy Wilkins, CEO & Co-Founder, BE Advisory	View presentation slides
12:35	Customer Episode 1: The Phantom Feedback Menace Darryl Beckford, Head of Digital Acceleration, KCOM	View presentation slides
13:00	Fidelity International Case Study: Culture Hacking Through Design Thinking and Design Doing Rod Butcher, Client Experience Development Lead, Fidelity International	View presentation slides
ROBOTICS, AI AND CUSTOMER ENGAGEMENT
14:50	Legal & General Case Study: Working With Robots Bob Stella, Head of Business Implementation, Legal & General	View presentation slides
TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2
16:10	What are you Willing to Change to Achieve Transformation? Adrian Swinscoe, Consultant, Rare Business	View presentation slides
16:35	NHS Case Study: Innovation in the NHS – At The Cutting Edge?!? Mike Gibney, Director of Workforce, NHS Walton Centre	View presentation slides
17:00	GWR Case Study: Modernising Communication to Transform Engagement Abubakar Siddeeq, Customer Experience Manager, GWR& Neil Martin, Director, The First Word	View presentation slides

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Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 1

09:10

09:35

10:00

CUSTOMER ENGAGEMENT TRANSFORMATION IN FINANCIAL SERVICES

10:55

DIGITAL CUSTOMER ENGAGEMENT TRANSFORMATION

12:10

13:00

CUSTOMER ENGAGEMENT TRANSFORMATION IN RETAIL

14:25

TECHNOLOGY AND CUSTOMER ENGAGEMENT PART 2

16:10

HALL 2 AVAILABLE PRESENTATIONS

PERSONALISATION OF THE CUSTOMER EXPERIENCE

10:00

10:25

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 1

11:20

THE RISE OF CUSTOMER SERVICE DESIGN

12:10

12:35

13:00

ROBOTICS, AI AND CUSTOMER ENGAGEMENT

14:50

TRANSFORMATION: OUR PEOPLE AND OUR CUSTOMERS PART 2

16:10

16:35

17:00

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