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	Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy	View Presentation Slides
09:35	Becoming Millennial – Transforming Customer Experience Expectations Across All Generations Andrew Hall, UK Evangelist, Odigo	View Presentation Slides
Transformation- our people and our customers- part one
11:20	CX Fixer-Upper: How a listening audit could hold the key to renovating your programme Phil Durand, Customer Experience Management Director, Confirmit	View Presentation Slides
11:40	O2 Case Study: Putting customers at the heart of our business Emma Postill, Head of Voice of the Customer & Measurement, O2	View Presentation Slides
Personalisation of the customer experience- part one
12:00	BBC Studios Case Study: Who really is the customer here? Andrew Moultrie, Managing Director, Consumer Products and Publishing, BBC Studios	View Presentation Slides
12:20	Virgin Holidays Case Study: From a sales first to a service first model – The role of the thoughtful expert Martin Henderson, Head of Overseas Operations, Virgin Holidays	View Presentation Slides
12:40	Transformation and growth at Vogue: An audience-first approach Sarah Marshall, Head of Audience Growth, Vogue International	View Presentation Slides
Transformation- our people and our customers- part two
14:40	Using Customer Engagement to Improve Lives for People Living with Sight Loss and a Range of Other Disabilities Louise Ferguson, PA to CEO, Henshaws	View Presentation Slides
The rise of customer service design
16:30	Membership Economics TM: How to make money from membership and subscriptions Sam Jordan, Executive Vice President, North America, Manifesto	View Presentation Slides
17:00	Southeastern Railway – The Best Design is No Design Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway	View Presentation Slides

HALL 2 AVAILABLE PRESENTATIONS
Customer engagement transformation in financial services media and retail
11:00	Nectarsleep Case Study: A journey of Transition: From small transactions for highly emotional occasions to High Value transactions by emotional consumers Ruth Genezalo, Head of CS & Experience, Nectar Sleep by Resident	View Presentation Slides
11:40	Making Direct Line Group’s Customer Ambition a Reality Katrina King, Head of Customer Value Strategy & Performance, Direct Line	View Presentation Slides
Technology and customer engagement- part one
12:00	The 2 A’s in AI: Artificial and Augmented Intelligence Sandra Schroeter, International Head, Customer Engagement Technologies, Bold 360	View Presentation Slides
12:20	Brompton Bicycles Case Study: From Manufacturer to Multichannel – how an iconic British brand is embracing the customer Harry Mann, Head of Customer Experience, Brompton Bicycles	View Presentation Slides
12:40	Delivering connected experiences that spark imagination, create conversation and drive pipeline Claire Carsberg, Managing Director, Think JPC	View Presentation Slides
Personalisation of the customer experience- part two
14:20	Inner Circle Case Study: Offering singles a refined dating experience Michael Krayenhoff, COO and Founder, The Inner Circle	View Presentation Slides
14:40	Insights about loyalty to help nurture your customer evangelists Richard Spencer, Director, About Loyalty	View Presentation Slides
Digital customer engagement transformation
15:00	The Mobile Network run by its Members David Caton, Head of Proposition, CRM & Loyalty, Giffgaff	View Presentation Slides
15:20	The Five Forces of Customer Experience – Ipsos’ CX experts reveal the science behind strong customer-brand relationships Murray Goodwin, Director, Customer Experience Advisory & Jean-Francois Damais, Global Chief Research Officer, Ipsos Mori	View Presentation Slides
15:40	How to create a shop floor employee advocacy platform for your shop floor colleagues to provide an exceptional customer service over Twitter Pete Doyle, Founder & CEO, Social Retail Group	View Presentation Slides
Technology and customer engagement- part two
16:30	Customer Experience & Digital Transformation – Separated at Birth, Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard	View Presentation Slides
16:50	Will SMART data take customer experience to the next level? Christopher Brooks, Customer Excellence, Enzen	View Presentation Slides
17:10	Can you create an insurance company that people love? Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many	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

09:35

Transformation- our people and our customers- part one

11:20

11:40

Personalisation of the customer experience- part one

12:00

12:20

12:40

Transformation- our people and our customers- part two

14:40

The rise of customer service design

16:30

17:00

HALL 2 AVAILABLE PRESENTATIONS

Customer engagement transformation in financial services media and retail

11:00

Technology and customer engagement- part one

12:00

12:20

12:40

Personalisation of the customer experience- part two

14:20

14:40

Digital customer engagement transformation

15:00

15:20

15:40

Technology and customer engagement- part two

16:30

16:50

17:10

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