Knowledge - Insights: Presentation Slides
DAY 1 AVAILABLE PRESENTATIONSPlenary KEYNOTES |
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09:05 |
I am 10 – Be More, Do More, Have More. 4 strategies that will give you the edge in business & in life Gavin Ingham, Motivational Speaker, Author and Founder of ‘I am 10’ |
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09:25 |
Genesys Insights: How Artificial Intelligence powers CX and drives sales at Marks and Spencer Tony Granite, Head of Operations, Marks & Spencer Chris Woodward, CEO and Co-Founder, Anana. Ltd |
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09:45 |
State of CX 2018: 5 Habits of Highly Effective CX Professionals Claire Sporton, SVP CX Innovation, Confirmit |
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10:05 |
If You Want to Be Loved, Be Lovable Tim Arthur, Creative Director, Virgin Money |
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Yellow HALL AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT TRANSFORMATION Part One |
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11:00 |
Olympus Case Study: Transforming From Product-first to Customer-first Benjamin Rand, General Manager – Customer Support, Olympus Anna Hagen, Business Unit Manager, Olympus |
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11:20 |
Defining the Human Age – A Reflection on Customer Service and Work in 2030 Marjie Gould, VP Marketing, Verint |
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11:40 |
NHBC Case Study: Engaging builders to improve homeowner outcomes Alex Walker, Claims Operations Manager, NHBC Christine Smith, Claims and Commercial Director, NHBC |
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One |
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12:05 |
Vodafone Case Study: Customer Data and Privacy – it’s people thing Paul Somerville, Senior Manager Risk & Compliance, Vodafone |
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12:25 |
Bupa Case Study: Poor measurement will destroy your customer experience programme Tim Pritchard, Managing Director – Customer Experience, Kantar TNS Anna Wilcox, Head of Customer Experience, Bupa UK |
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12:45 |
The CX Trends You Cannot Afford to Ignore Stephen Yap, Head of VOC Programmes, Ipsos Mori |
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FUTURE OF THE CONTACT CENTRE Part One |
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14:05 |
Heal’s Case Study: Back in The Game John Mihill, Interim Head Of Customer Service, Heal’s |
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14:25 |
Shaping the Customer Centric Experiences of Tomorrow Gregg Widdowson, Customer Engagement Solution Sales Leader – UK & Ireland, AVAYA |
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14:45 |
City Sprint Case Study: Journey from an Operations-led Business to the start of Customer Centricity Rosie Bailey, Director of Customer Management, CitySprint |
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two |
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15:10 |
Sky Betting and Gaming Case Study: Risk of automation in Operations? What risk? Nicholas Cockerill, Head of Product – Operational Technology, Sky Betting and Gaming |
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15:30 |
Kent College Pembury Case Study: Bringing immersive theatre to the customer journey Sascha Evans, Director of External Relations, Kent College Pembury |
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LINKING VOE AND VOC |
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16:40 |
Farecla Case Study: Generating Amazing Value from a Simple End User Competition David Stokes, Marketing Manager, Farecla | View presentation slides | |
17:00 |
Experian Case Study: Working together to improve Employee and Customer Engagement Emma Perkins, Head of Customer Experience EMEA, Experian |
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Pink HALL AVAILABLE PRESENTATIONS |
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CUSTOMER AND EMPLOYEE ENGAGEMENT Part One |
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11:00 |
Kent Fire and Rescue Case Study: Applying a customer model to the Fire and Rescue Service David Wales, Customer Experience Manager, Kent Fire and Rescue Service |
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11:20 |
The Engagement Enigma: Connecting the Dots Between Employees, Customers and Making More Money Ben Orme, Product Director, Blackhawk Network |
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11:40 |
Commitment or engagement? The fable of the chicken and the pig Deb Oxley, Chief Executive, Employee Ownership Association |
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THE EVOLUTION OF CX SERVICE DESIGN Part One |
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12:05 |
TASIS Case Study: Storytelling to Attract your Customers Angel Lozano, Director of Institutional Advancement, TASIS |
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12:25 |
The New Era of Customer Empathy: Virgin Trains’ World-First RCS Journey Oisin Lunny, Chief Evangelist, OpenMarket |
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12:45 |
Centrica Hive Case Study: Creating the internet of YOUR things Terence Sorrell, Global Business Design Manager, Centrica Hive |
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ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR |
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14:05 |
Monzo Bank Case Study: Employee Experience Means Business Tara Mansfield, Head of People, Monzo Bank |
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14:25 |
DWP Case Study: Engagement – How do we move from good to great? Adetola, Orukotan, Operational Manager, DWP |
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14:45 |
Metro Bank Case Study: Customer Choice & Emotional Engagement Andrew Richards, Head of Organisational Development, Metro Bank |
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ENGAGEMENT IN RETAIL AND MEDIA |
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15:10 |
The Times & The Sunday Times Case Study: How The Times & The Sunday Times with Data Science Delivered Record Growth Peter Evia-Rhodes, Director of Customer Value, The Times & The Sunday Times |
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15:30 |
RCS Messaging: The Next Generation of Mobile Engagement Has Arrived Nick Millward, VP Europe, mGage |
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15:50 |
Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O’Grady, Principal Forecast Analyst, Forrester |
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THE EVOLUTION OF CX SERVICE DESIGN Part Two |
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16:40
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Samsung Case Study: Maximising the Use of Attitudinal Customer and Behavioural Data to Optimise Performance Darren George, European Head of CX NPS Insights, Samsung Amy Vetter, European Head of Digital Insights, Samsung |
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17:00 |
Promoderation Case Study: How to Get your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation |
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Orange HALL AVAILABLE PRESENTATIONS |
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ENGAGING WITH THE DIGITAL CUSTOMER Part One |
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11:00 |
Virgin Holidays Case Study: Our Customers Are Not Our First Priority Pauline Wilson, Operations Director, Virgin Holidays |
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11:20 |
The Disruptive Opportunity: Enhancing the Digital CX Through Social Messaging Chris Venus, VP Professional Services, Conversocial |
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11:40 |
Fidelity International Case Study: Building the ROI Case for VoC and Proving the Value of Closing the Loop Stella Creasey, Global Voice of the Client Lead, Fidelity International |
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CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One |
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12:05 |
Co-op Case Study: Relevance – How to Position the Contact Centre as a Strategic Asset Claire Carroll, Head of Co-Op Customer & Membership Services, Co-Op Service Centre |
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12:25 |
The reality of Voice of the Customer in the UK today: What are the current practices and how to get ready for a new area of customer intelligence that delivers? Olivier Njamfa, CEO & Founder, Eptica |
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12:45 |
Kier Case Study: Hi-Viz, Hi-Tech, Hi-Energy; Creating a Culture of Excellence in Modern Construction Jackie Ducker, Customer Experience Director, Kier |
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ENGAGING WITH THE DIGITAL CUSTOMER Part Two |
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14:05 |
Autotrader Case Study: Digital Excellence – an easier more enjoyable journey Nick King, Insight Director, Autotrader |
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14:25 |
Demystifying AI for Customer Engagement Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn |
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14:45 |
Holiday Extras Case Study: The Challenge of Customer Insight Peter Mooney, Customer Insight Manager, Holiday Extras Anneka Brazier, Customer Insight Analyst, Holiday Extras |
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MARKETING AND THE CX |
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15:10 |
ING Case Study: Building the bank of tomorrow Marco Eijsackers, Head of Strategy & Business Development, ING |
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15:30 |
AI is the Key to Engaging Today’s Entitled Consumer Nick Worth, CMO, Selligent Marketing Cloud |
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15:50 |
Telegraph Group Case Study: Driving Customer Demand Through a Content-First Acquisition Strategy Katrina Broster, Head of Acquisition Strategy, Telegraph Group |
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CX STRATEGIES FOR THE CUSTOMER JOURNEY Part Two |
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16:40 |
Water Plus Case Study: Creating Calm Following the Storm Kim Ratcliffe, CCO, WaterPlus |
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17:00 |
Imperial London Hotels Case Study: Building Engagement in the Workplace Gemma Todd, Head of Human Resources, Imperial London Hotels |
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Blue HALL AVAILABLE PRESENTATIONS |
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EVOLUTION OF VOE ACROSS THE ENTERPRISE |
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11:00 |
Formica Case Study: The Importance of Investment in The Future Capability of Leadership Emma Dixon, People and Performance Manager UK, Formica |
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11:20 |
Human Centred Transformation – Why Transformation is No Longer a Process But a Mindset Moritz Dinger, Market Director, Capita |
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11:40 |
St Andrews Healthcare Case Study: Engagement on The Edge Martin Kersey, Executive Director Human Resources, St Andrew’s Healthcare |
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COMBINING CX STRATEGY WITH CULTURE |
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12:05 |
Unicorns and Zebras Peter Finding, Partner, Taylor Vinters |
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12:25 |
The Culture Code Sally Earnshaw, Managing Director, Blue Sky |
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12:45 |
What Really Drives Best Business Performance From an Employee Perspective? Moira Clark, Director, Henley Business School |
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INTERNAL COMMUNICATIONS Part One |
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14:05 |
Making ‘Be the Best for Our Clients’ Meaningful for Your People Debbie Bennett-Jackson, Marketing Consultant, Citi Bank |
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14:25 |
M&S Case Study: Leveraging Customer Feedback in Internal Communications to Inspire, Educate and Connect John Hetherington, Retail Finance & Operations Manager, Marks and Spencer |
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14:45 |
Energie Fitness Case Study: How to Become the Hero of Customer Engagement in Your Organisation Peter Croney, General Manager, Energie Fitness |
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ARTIFICIAL INTELLIGENCE AND ROBOTICS |
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15:10 |
kiwi.com Case Study: Imagining the impact of voice-enabled AI on CX Eliska Dockalova, Head of CS Innovations, kiwi.com |
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15:30 |
Agents & Automation: Enhanced Omni-Channel Customer Engagement Martin Taylor, Deputy CEO, Content Guru |
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15:50 |
Exposing the realities of Chatbots, Intelligent Assistants and Digital Agents… Simon Foot, Sales Director UK&Ire, CX Company |
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TRAINING, LEARNING AND DEVELOPMENT |
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16:40 |
Food Standards Agency Case Study: Transforming Our Ways of Working Adrienne Gault, Head of People Transformation and Organisational Change, Food Standards Agency |
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17:00 |
Zero Suicide Alliance: Mass Market on a Micro Budget Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance |
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DAY 2 AVAILABLE PRESENTATIONS |
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PLENARY KEYNOTES |
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09:05 |
Barclays: Humans are Still at The Heart of Banking in The Digital Age Richard Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
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09:35 |
People Power Sally Earnshaw, Managing Director, Blue Sky |
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10:05 |
Unlocking the Potential of Your Workforce Through AI Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn |
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10:35 |
Customers Change Your Life Stephen Robertson, CEO, The Big Issue Foundation |
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Yellow Hall AVAILABLE PRESENTATIONS |
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FUTURE OF THE CONTACT CENTRE Part Two |
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11:40 |
UCLAN Case Study: The Importance of Being Physically Close in a World That is Becoming More Virtual Giles McClelland, Principal Lecturer, UCLAN |
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12:00 |
The Future is Conversational AI, Are You Ready? Paul White, Director of Customer Engagement, IFS World |
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12:20 |
Disappoint the Hackers and Delight your Customers Tony Smith, Sales Director, PCI PAL |
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THE FUTURE OF CX |
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12:40 |
Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin |
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13:00 |
Question and Answer Session Martin Hill-Wilson, Founder, Brainfood Consulting |
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13:20 |
Sun Finance Case Study: Customer care – the new marketing! Zane Rudovska, Head of Customer Care & Sales, Sun Finance |
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Pink Hall AVAILABLE PRESENTATIONS |
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EVOLUTION OF VOC ACROSS THE ENTERPRISE |
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11:40 |
Lowell Case Study: Changing perceptions: engaging a reluctant audience Sarah Sargent, UK Director of Customer Experience, Lowell |
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12:00 |
Driving Customer Experience Where it Matters – At The Local Level Douglas Mancini, Vice President Sales EMEA, Critizr |
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12:20 |
Save the Children Case Study: How Failure Can Make You Better at Engaging Audiences Julia Barbosa, Special Projects Lead, Save the Children |
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CUSTOMER AND EMPLOYEE ENGAGEMENT Part Two |
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12:40 |
South Eastern Railways Case Study: Making the Difference Alvin Jackson, Customer Experience Champion, South Eastern Railways Diane Burke, Commercial/ Customer Experience Director, South Eastern Railways |
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13:00 |
Engage For Success: It’s the People, Stupid Jo Moffatt, Core Team Member and Radio Show Co-Host, Engage for Success |
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13:20 |
London Zoo Case Study: Value Added OD (Organisational Development) on a Shoestring Teresa Chandler, Senior HR & Training Business Partner, London Zoo Nichola Stallwood, Head of Organisational Development, London Zoo |
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Orange Hall AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT TRANSFORMATION Part Two |
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11:20 |
Customer Lifeguard Case Study Gerry Brown, Customer Lifeguard |
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12:00 |
National Express & Limitless Case Study: Using Crowd Service® to Deliver On-Demand Customer Support Vinay Parmer, CX & Digital Director, National Express Roger Beadle, CEO & Co-Founder, Operational Improvement Manager, Waitrose |
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12:20 |
Business Stream Case Study: Customer Engagement Transformation – ‘The Journey to Customer First’ Caroline Black, Head of Customer Service & Experience Management, Business Stream |
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INTERNAL COMMUNICATIONS Part Two |
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12:40 |
Laing O’Rourke Case Study: Visible and Felt Leadership – Harnessing the Human Stories of Laing O’Rourke Sam Bleazard, Head of Internal Comms, Laing O’Rourke |
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13:00 |
Anglian Water Case Study: Using the Customer’s Perspective to Drive a Successful Employee & Customer Engagement Campaign Louise Oliver, Project Manager, Anglian Water |
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13:20 |
Nationwide Building Society Case Study: Transforming Operational Communications Heather Mustafa, Senior Project Manager, Nationwide |
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Blue Hall AVAILABLE PRESENTATIONS |
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ENGAGEMENT IN RETAIL AND LEISURE |
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11:40 |
Just Eat Case Study: Customer Experience Starts with Your People Iselin Lovold, Group Head of Restaurant Operations, Just Eat |
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12:00 |
Marks & Spencer Case Study: Natural Language Processing (NLP) Transformative Developments Chris McGrath, IT Programme Manager , Marks & Spencer |
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12:20 |
Panel Discussion Iselin Lovold, Group Head of Restaurant Operations, Just Eat Chris McGrath, IT Programme Manager , Marks & Spencer |
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CROSS SECTOR CUSTOMER AND EMPLOYEE ENGAGEMENT |
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12:40 |
Belron Case Study: Self Service & The Vanishing Customer Sean McMahon, Customer Contact Innovation Manager, Belron |
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13:00 |
Policy Expert Case Study: The Evolution of Customer Experience Tom Cleaver, Customer Excellence Team Manager, Policy Expert |
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13:20 |
How Employee Engagement in TCS is Helping the Organisation’s Business Transformation Journey Ramkumar Chandrasekaran, HR Director, Tata Consultancy Services |
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