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…

DAY 1 AVAILABLE PRESENTATIONS Plenary KEYNOTES
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’	View presentation slides
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
09:45	State of CX 2018: 5 Habits of Highly Effective CX Professionals Claire Sporton, SVP CX Innovation, Confirmit	View presentation slides
10:05	If You Want to Be Loved, Be Lovable Tim Arthur, Creative Director, Virgin Money	View presentation slides
Yellow HALL AVAILABLE PRESENTATIONS
CUSTOMER ENGAGEMENT TRANSFORMATION Part One
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	View presentation slides
11:20	Defining the Human Age – A Reflection on Customer Service and Work in 2030 Marjie Gould, VP Marketing, Verint	View presentation slides
11:40	NHBC Case Study: Engaging builders to improve homeowner outcomes Alex Walker, Claims Operations Manager, NHBC Christine Smith, Claims and Commercial Director, NHBC	View presentation slides
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One
12:05	Vodafone Case Study: Customer Data and Privacy – it’s people thing Paul Somerville, Senior Manager Risk & Compliance, Vodafone	View presentation slides
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	View presentation slides
12:45	The CX Trends You Cannot Afford to Ignore Stephen Yap, Head of VOC Programmes, Ipsos Mori	View presentation slides
FUTURE OF THE CONTACT CENTRE Part One
14:05	Heal’s Case Study: Back in The Game John Mihill, Interim Head Of Customer Service, Heal’s	View presentation slides
14:25	Shaping the Customer Centric Experiences of Tomorrow Gregg Widdowson, Customer Engagement Solution Sales Leader – UK & Ireland, AVAYA	View presentation slides
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	View presentation slides
INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two
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
15:30	Kent College Pembury Case Study: Bringing immersive theatre to the customer journey Sascha Evans, Director of External Relations, Kent College Pembury
LINKING VOE AND VOC
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

Pink HALL AVAILABLE PRESENTATIONS
CUSTOMER AND EMPLOYEE ENGAGEMENT Part One
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	View presentation slides
11:20	The Engagement Enigma: Connecting the Dots Between Employees, Customers and Making More Money Ben Orme, Product Director, Blackhawk Network	View presentation slides
11:40	Commitment or engagement? The fable of the chicken and the pig Deb Oxley, Chief Executive, Employee Ownership Association	View presentation slides
THE EVOLUTION OF CX SERVICE DESIGN Part One
12:05	TASIS Case Study: Storytelling to Attract your Customers Angel Lozano, Director of Institutional Advancement, TASIS	View presentation slides
12:25	The New Era of Customer Empathy: Virgin Trains’ World-First RCS Journey Oisin Lunny, Chief Evangelist, OpenMarket	View presentation slides
12:45	Centrica Hive Case Study: Creating the internet of YOUR things Terence Sorrell, Global Business Design Manager, Centrica Hive	View presentation slides
ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR
14:05	Monzo Bank Case Study: Employee Experience Means Business Tara Mansfield, Head of People, Monzo Bank	View presentation slides
14:25	DWP Case Study: Engagement – How do we move from good to great? Adetola, Orukotan, Operational Manager, DWP	View presentation slides
14:45	Metro Bank Case Study: Customer Choice & Emotional Engagement Andrew Richards, Head of Organisational Development, Metro Bank	View presentation slides
ENGAGEMENT IN RETAIL AND MEDIA
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	View presentation slides
15:30	RCS Messaging: The Next Generation of Mobile Engagement Has Arrived Nick Millward, VP Europe, mGage	View presentation slides
15:50	Forrester: Online Sales to Drive Half of Retail Growth in Western Europe Michael O’Grady, Principal Forecast Analyst, Forrester	View presentation slides
THE EVOLUTION OF CX SERVICE DESIGN Part Two
16:40	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
17:00	Promoderation Case Study: How to Get your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation	View presentation slides

Orange HALL AVAILABLE PRESENTATIONS
ENGAGING WITH THE DIGITAL CUSTOMER Part One
11:00	Virgin Holidays Case Study: Our Customers Are Not Our First Priority Pauline Wilson, Operations Director, Virgin Holidays	View presentation slides
11:20	The Disruptive Opportunity: Enhancing the Digital CX Through Social Messaging Chris Venus, VP Professional Services, Conversocial	View presentation slides
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
CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One
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	View presentation slides
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	View presentation slides
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	View presentation slides
ENGAGING WITH THE DIGITAL CUSTOMER Part Two
14:05	Autotrader Case Study: Digital Excellence – an easier more enjoyable journey Nick King, Insight Director, Autotrader	View presentation slides
14:25	Demystifying AI for Customer Engagement Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn	View presentation slides
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	View presentation slides
MARKETING AND THE CX
15:10	ING Case Study: Building the bank of tomorrow Marco Eijsackers, Head of Strategy & Business Development, ING
15:30	AI is the Key to Engaging Today’s Entitled Consumer Nick Worth, CMO, Selligent Marketing Cloud
15:50	Telegraph Group Case Study: Driving Customer Demand Through a Content-First Acquisition Strategy Katrina Broster, Head of Acquisition Strategy, Telegraph Group	View presentation slides
CX STRATEGIES FOR THE CUSTOMER JOURNEY Part Two
16:40	Water Plus Case Study: Creating Calm Following the Storm Kim Ratcliffe, CCO, WaterPlus	View presentation slides
17:00	Imperial London Hotels Case Study: Building Engagement in the Workplace Gemma Todd, Head of Human Resources, Imperial London Hotels	View presentation slides

Blue HALL AVAILABLE PRESENTATIONS
EVOLUTION OF VOE ACROSS THE ENTERPRISE
11:00	Formica Case Study: The Importance of Investment in The Future Capability of Leadership Emma Dixon, People and Performance Manager UK, Formica	View presentation slides
11:20	Human Centred Transformation – Why Transformation is No Longer a Process But a Mindset Moritz Dinger, Market Director, Capita	View presentation slides
11:40	St Andrews Healthcare Case Study: Engagement on The Edge Martin Kersey, Executive Director Human Resources, St Andrew’s Healthcare	View presentation slides
COMBINING CX STRATEGY WITH CULTURE
12:05	Unicorns and Zebras Peter Finding, Partner, Taylor Vinters	View presentation slides
12:25	The Culture Code Sally Earnshaw, Managing Director, Blue Sky	View presentation slides
12:45	What Really Drives Best Business Performance From an Employee Perspective? Moira Clark, Director, Henley Business School	View presentation slides
INTERNAL COMMUNICATIONS Part One
14:05	Making ‘Be the Best for Our Clients’ Meaningful for Your People Debbie Bennett-Jackson, Marketing Consultant, Citi Bank
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	View presentation slides
14:45	Energie Fitness Case Study: How to Become the Hero of Customer Engagement in Your Organisation Peter Croney, General Manager, Energie Fitness	View presentation slides
ARTIFICIAL INTELLIGENCE AND ROBOTICS
15:10	kiwi.com Case Study: Imagining the impact of voice-enabled AI on CX Eliska Dockalova, Head of CS Innovations, kiwi.com	View presentation slides
15:30	Agents & Automation: Enhanced Omni-Channel Customer Engagement Martin Taylor, Deputy CEO, Content Guru	View presentation slides
15:50	Exposing the realities of Chatbots, Intelligent Assistants and Digital Agents… Simon Foot, Sales Director UK&Ire, CX Company
TRAINING, LEARNING AND DEVELOPMENT
16:40	Food Standards Agency Case Study: Transforming Our Ways of Working Adrienne Gault, Head of People Transformation and Organisational Change, Food Standards Agency	View presentation slides
17:00	Zero Suicide Alliance: Mass Market on a Micro Budget Steve Murphy, Head of Communications and Marketing, Zero Suicide Alliance	View presentation slides

DAY 2 AVAILABLE PRESENTATIONS
PLENARY KEYNOTES
09:05	Barclays: Humans are Still at The Heart of Banking in The Digital Age Richard Davies, Head of Colleague Wellbeing and Citizenship, Barclays	View presentation slides
09:35	People Power Sally Earnshaw, Managing Director, Blue Sky	View presentation slides
10:05	Unlocking the Potential of Your Workforce Through AI Nick Pegram, Bold360 Sales Director for EMEA, LogMeIn	View presentation slides
10:35	Customers Change Your Life Stephen Robertson, CEO, The Big Issue Foundation	View presentation slides
Yellow Hall AVAILABLE PRESENTATIONS
FUTURE OF THE CONTACT CENTRE Part Two
11:40	UCLAN Case Study: The Importance of Being Physically Close in a World That is Becoming More Virtual Giles McClelland, Principal Lecturer, UCLAN	View presentation slides
12:00	The Future is Conversational AI, Are You Ready? Paul White, Director of Customer Engagement, IFS World
12:20	Disappoint the Hackers and Delight your Customers Tony Smith, Sales Director, PCI PAL	View presentation slides
THE FUTURE OF CX
12:40	Aston Martin Case Study: The Power of Hyper Personalisation Gerhard Fourie, Director of Global Marketing and Brand Strategy, Aston Martin	View presentation slides
13:00	Question and Answer Session Martin Hill-Wilson, Founder, Brainfood Consulting	View presentation slides
13:20	Sun Finance Case Study: Customer care – the new marketing! Zane Rudovska, Head of Customer Care & Sales, Sun Finance	View presentation slides
Pink Hall AVAILABLE PRESENTATIONS
EVOLUTION OF VOC ACROSS THE ENTERPRISE
11:40	Lowell Case Study: Changing perceptions: engaging a reluctant audience Sarah Sargent, UK Director of Customer Experience, Lowell	View presentation slides
12:00	Driving Customer Experience Where it Matters – At The Local Level Douglas Mancini, Vice President Sales EMEA, Critizr	View presentation slides
12:20	Save the Children Case Study: How Failure Can Make You Better at Engaging Audiences Julia Barbosa, Special Projects Lead, Save the Children	View presentation slides
CUSTOMER AND EMPLOYEE ENGAGEMENT Part Two
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	View presentation slides
13:00	Engage For Success: It’s the People, Stupid Jo Moffatt, Core Team Member and Radio Show Co-Host, Engage for Success	View presentation slides
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
Orange Hall AVAILABLE PRESENTATIONS
CUSTOMER ENGAGEMENT TRANSFORMATION Part Two
11:20	Customer Lifeguard Case Study Gerry Brown, Customer Lifeguard	View presentation slides
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	View presentation slides
12:20	Business Stream Case Study: Customer Engagement Transformation – ‘The Journey to Customer First’ Caroline Black, Head of Customer Service & Experience Management, Business Stream	View presentation slides
INTERNAL COMMUNICATIONS Part Two
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
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	View presentation slides
13:20	Nationwide Building Society Case Study: Transforming Operational Communications Heather Mustafa, Senior Project Manager, Nationwide	View presentation slides
Blue Hall AVAILABLE PRESENTATIONS
ENGAGEMENT IN RETAIL AND LEISURE
11:40	Just Eat Case Study: Customer Experience Starts with Your People Iselin Lovold, Group Head of Restaurant Operations, Just Eat
12:00	Marks & Spencer Case Study: Natural Language Processing (NLP) Transformative Developments Chris McGrath, IT Programme Manager , Marks & Spencer	View presentation slides
12:20	Panel Discussion Iselin Lovold, Group Head of Restaurant Operations, Just Eat Chris McGrath, IT Programme Manager , Marks & Spencer
CROSS SECTOR CUSTOMER AND EMPLOYEE ENGAGEMENT
12:40	Belron Case Study: Self Service & The Vanishing Customer Sean McMahon, Customer Contact Innovation Manager, Belron	View presentation slides
13:00	Policy Expert Case Study: The Evolution of Customer Experience Tom Cleaver, Customer Excellence Team Manager, Policy Expert	View presentation slides
13:20	How Employee Engagement in TCS is Helping the Organisation’s Business Transformation Journey Ramkumar Chandrasekaran, HR Director, Tata Consultancy Services	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…

DAY 1 AVAILABLE PRESENTATIONS

Plenary KEYNOTES

09:05

09:25

09:45

10:05

Yellow HALL AVAILABLE PRESENTATIONS

CUSTOMER ENGAGEMENT TRANSFORMATION Part One

11:00

11:20

11:40

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part One

12:05

12:25

12:45

FUTURE OF THE CONTACT CENTRE Part One

14:05

14:25

14:45

INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX Part Two

15:10

15:30

LINKING VOE AND VOC

16:40

17:00

Pink HALL AVAILABLE PRESENTATIONS

CUSTOMER AND EMPLOYEE ENGAGEMENT Part One

11:00

11:20

11:40

THE EVOLUTION OF CX SERVICE DESIGN Part One

12:05

12:25

12:45

ENGAGEMENT IN FINANCIAL SERVICES AND THE PUBLIC SECTOR

14:05

14:25

14:45

ENGAGEMENT IN RETAIL AND MEDIA

15:10

15:30

15:50

THE EVOLUTION OF CX SERVICE DESIGN Part Two

16:40

17:00

Orange HALL AVAILABLE PRESENTATIONS

ENGAGING WITH THE DIGITAL CUSTOMER Part One

11:00

11:20

11:40

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part One

12:05

12:25

12:45

ENGAGING WITH THE DIGITAL CUSTOMER Part Two

14:05

14:25

14:45

MARKETING AND THE CX

15:10

15:30

15:50

CX STRATEGIES FOR THE CUSTOMER JOURNEY Part Two

16:40

17:00

Blue HALL AVAILABLE PRESENTATIONS

EVOLUTION OF VOE ACROSS THE ENTERPRISE

11:00

11:20

11:40

COMBINING CX STRATEGY WITH CULTURE

12:05

12:25

12:45

INTERNAL COMMUNICATIONS Part One

14:05

14:25

14:45