Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
|||
Plenary |
|||
09:05 |
Does Customer Engagement drive superior business performance? Andrew Bryan, Executive Fellow and Programme Director, Henley Business School |
View presentation slides | |
09:25 |
Providing Game Changing CX by Mastering Social Media Jyllene Miller, SVP of Marketing and Client Engagement Strategy, Concentrix |
View presentation slides | |
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 |
View presentation slides | |
10:05 |
When a Customer Wins, Nobody Loses Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard |
View presentation slides | |
Transformation – Our People and Our Customers Part One |
|||
11:00 |
Metro Case Study: Ruthless Simplicity – Colleague Engagement & Customer Choice Andrew Richards, Head of Organisational Development, Metro Bank |
View presentation slides | |
11:20 |
People Power Sally Earnshaw, Managing Director, Blue Sky |
View presentation slides | |
The Rise of Customer Service Design |
|||
12:00 |
John Lewis Case Study Steve Kato-Spyrou, UX Manager, John Lewis |
View presentation slides | |
12:40 |
Bupa Case Study: Getting the People Right, by Design Anna Wilcox, Head of Customer Experience, Bupa Machaela Shepherd, Customer Experience Manager, Bupa |
View presentation slides | |
Personalisation of the Customer Experience |
|||
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 |
View presentation slides | |
14:20 |
Power to The People – The Challenging Evolution of Customer Management Moritz Dinger, Market Director, Capita |
View presentation slides | |
Robotics, AI and Customer Engagement |
|||
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 |
View presentation slides | |
Transformation – Our People and Our Customers Part Two |
|||
16:30 |
How AI Powered CX Reinvents How Customers & Colleagues Engage Martin Hill-Wilson, Founder, Brainfood Consulting |
View presentation slides | |
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 |
View presentation slides | |
HALL 2 AVAILABLE PRESENTATIONS |
|||
Customer Engagement Transformation in Financial Service |
|||
11:20 |
Insurance Case Study: Are you Covered? How to Guarantee Premium Customer Engagement Martin Taylor, Deputy CEO, ContentGuru |
View presentation slides | |
11:40 |
Stuck in the Mud Claire Sporton, SVP CX Innovation, Confirmit |
View presentation slides | |
technology and Customer Engagement – Part One |
|||
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 |
View presentation slides | |
12:20 |
Best Practice: Customer Experience, Digital Transformation and Calculating ROI Mark Grainger, VP Sales Europe, Engage Hub |
View presentation slides | |
12:40 |
Tails.com Case Study: How we Turned Customer Support Into Part of our Product Orinta Gaucyte, Customer Experience Manager, tails.com |
View presentation slides | |
Customer Engagement Transformation in Retail and Logistics |
|||
14:00 |
Do You Really Know That You’re Giving Customers What They Need? John Upton, Former Managing Director, LEON |
View presentation slides | |
14:40 |
Oliver Bonas Case Study: Cool Head, Warm Heart Sarah Davies, Customer Service Manager, Oliver Bonas |
View presentation slides | |
Digital Customer Engagement Transformation |
|||
15:00 |
Linguistic Modeling – A Universally Applicable Tool to Improve Engagement Toby Poulsom, Digitalisation Manager, Hager |
View presentation slides | |
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 |
View presentation slides | |
15:40 |
How to Get Your Whole Organisation Behind Delivering Great Experiences Richard Spencer, Director, Promoderation |
View presentation slides | |
Technology and Customer Engagement – Part Two |
|||
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 |
View presentation slides | |
17:10 |
Whirlpool Case Study: The Role of CX in a Traditional Manufacturing Industry Liam Page, Head of Marketing, Whirlpool |
View presentation slides | |
You may also like...
Understanding Diverse Employee Experiences: A...
06th October 2021
Mental Health at Work – Practical Actions to Support...
22nd September 2021
The Future of the Workforce: Linking Retention, Learning...
18th August 2021
Performance 2 0 - How to fix your Performance Management...
19th March 2021
A guide to Diversity, Equity and Inclusion Surveys...
17th February 2021
Cherish the Links: How to Sustain Caring Leadership in a...
26th November 2020
Keep Up To Date - Subscribe To Our Email Newsletter Today
Get the latest industry news direct to your inbox on all your devices.
