Knowledge - Insights: Presentation Slides
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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