Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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Plenary |
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09:05 |
Does Customer Engagement drive superior business performance? Andrew Bryan, Executive Fellow and Programme Director, Henley Business School |
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09:25 |
Providing Game Changing CX by Mastering Social Media Jyllene Miller, SVP of Marketing and Client Engagement Strategy, Concentrix |
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09:45 |
Accelerating Growth at Dow Jones and the Wall Street Journal by focusing on Customer Experience, Data and Insight Steve Grycuk, Chief Experience Officer, Dow Jones Nick Varney, VP Customer Value and Engagement, Dow Jones |
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10:05 |
When a Customer Wins, Nobody Loses Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard |
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Transformation – Our People and Our Customers Part One |
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11:00 |
Metro Case Study: Ruthless Simplicity – Colleague Engagement & Customer Choice Andrew Richards, Head of Organisational Development, Metro Bank |
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11:20 |
People Power Sally Earnshaw, Managing Director, Blue Sky |
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The Rise of Customer Service Design |
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12:00 |
John Lewis Case Study Steve Kato-Spyrou, UX Manager, John Lewis |
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12:40 |
Bupa Case Study: Getting the People Right, by Design Anna Wilcox, Head of Customer Experience, Bupa Machaela Shepherd, Customer Experience Manager, Bupa |
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Personalisation of the Customer Experience |
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14:00 |
South East Water Case Study: Water, water everywhere – but will there be? Lee Dance, Head of Water Resources, South East Water Rob Sheldon, Managing Director, Accent |
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14:20 |
Power to The People – The Challenging Evolution of Customer Management Moritz Dinger, Market Director, Capita |
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Robotics, AI and Customer Engagement |
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15:40 |
Cambridge City Council Case Study: The Challenges of Channel Shift, Self-Service and Process Automation Jonathan James, Head of Customer Services, Cambridge City Council |
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Transformation – Our People and Our Customers Part Two |
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16:30 |
How AI Powered CX Reinvents How Customers & Colleagues Engage Martin Hill-Wilson, Founder, Brainfood Consulting |
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17:00 |
Sure Petcare Case Study: Enabling frontline staff through happiness at work – melting the iceberg of ignorance Sarah Metcalfe, Head of Customer Service, Sure Petcare |
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HALL 2 AVAILABLE PRESENTATIONS |
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Customer Engagement Transformation in Financial Service |
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11:20 |
Insurance Case Study: Are you Covered? How to Guarantee Premium Customer Engagement Martin Taylor, Deputy CEO, ContentGuru |
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11:40 |
Stuck in the Mud Claire Sporton, SVP CX Innovation, Confirmit |
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technology and Customer Engagement – Part One |
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12:00 |
Fuelling Customer Experience: How Shell Puts Customers At the Centre Of Everything They Do Mark Harrison, Former General Manager of Customer Excellence, Shell |
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12:20 |
Best Practice: Customer Experience, Digital Transformation and Calculating ROI Mark Grainger, VP Sales Europe, Engage Hub |
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12:40 |
Tails.com Case Study: How we Turned Customer Support Into Part of our Product Orinta Gaucyte, Customer Experience Manager, tails.com |
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Customer Engagement Transformation in Retail and Logistics |
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14:00 |
Do You Really Know That You’re Giving Customers What They Need? John Upton, Former Managing Director, LEON |
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14:40 |
Oliver Bonas Case Study: Cool Head, Warm Heart Sarah Davies, Customer Service Manager, Oliver Bonas |
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Digital Customer Engagement Transformation |
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15:00 |
Linguistic Modeling – A Universally Applicable Tool to Improve Engagement Toby Poulsom, Digitalisation Manager, Hager |
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15:20 |
Becoming Customer Centric with Digital Solutions Ross Lane, Head of Digital Contact Centre Solution, DOTS Depesh Nathwani, Director of Digital Services & Business Development, DOTS |
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15:40 |
How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation |
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Technology and Customer Engagement – Part Two |
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16:30 |
News UK Case Study: How We Use Customer Behaviour & Data Science to Increase Retention to Record Rates Peter Evia-Rhodes, Head of Engagement, Operations and Retention, News UK |
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17:10 |
Whirlpool Case Study: The Role of CX in a Traditional Manufacturing Industry Liam Page, Head of Marketing, Whirlpool |
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