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…

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

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Knowledge - Insights: Presentation Slides

Download our presentation slides and reports to read and digest in your own time…

HALL 1 AVAILABLE PRESENTATIONS

Plenary

09:05

09:25

09:45

10:05

Transformation – Our People and Our Customers Part One

11:00

11:20

The Rise of Customer Service Design

12:00

12:40

Personalisation of the Customer Experience

14:00

14:20

Robotics, AI and Customer Engagement

15:40

Transformation – Our People and Our Customers Part Two

16:30

17:00

HALL 2 AVAILABLE PRESENTATIONS

Customer Engagement Transformation in Financial Service

11:20

11:40

technology and Customer Engagement – Part One

12:00

12:20

12:40

Customer Engagement Transformation in Retail and Logistics

14:00

14:40

Digital Customer Engagement Transformation

15:00

15:20

15:40

Technology and Customer Engagement – Part Two

16:30

17:10

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