OFFICIAL FUTURE OF THE CONTACT CENTRE GUIDE · A warm welcome to our Future of the Contact Centre Conference, now ﬁrmly established as the UK’s premier customer contact event.

ContactCentreConference.com@EngageCustomer #EngageConferences

ORGANISED BY:

FUTURE OF THECONTACT CENTRE23 FEBRUARY 2017VICTORIA PARK PLAZA I LONDON

OFFICIALEVENTGUIDE

PLATINUM SPONSORS

GOLD SPONSORS SILVER SPONSORS BRONZE SPONSORS

THE CONTACT CENTRE ISPERFECTLY PLACED TO BECOME

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ContactCentreConference.com @EngageCustomer #EngageConferences EngageCustomer.com

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Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGCompany Registration No. 8636460

Steve HurstEditorial Director

E: [email protected]: 01932 506 304

Nick RustSales Director


James CotteeSponsorship Sales


Jack MorganSponsorship Sales


Robert CoxSponsorship Sales


Katie DonaldsonMarketing Executive


Dan KeenTraining Sales


James HitchinsonDelegate Sales


Alex WebbDelegate Sales


Dan SkinnerDelegate Sales


Jack EelesDelegate Sales


Sabrina ClarkeFinance Department


A warm welcome to our Future of the Contact CentreConference, now firmly established as the UK’s premiercustomer contact event.

This CPD accredited conference has gained a reputation for delivering leading-edge world classcase-study led content in a business-like yet informal atmosphere which is conducive to delegate,speaker and sponsor networking. It’s a place both to learn and to do business.

There is no doubt that contact centres are at a tipping point. Rapid advances in customer andemployee facing technology have created a digital world in which contact centres have to adaptand change if they are to successfully deliver a consistent and joined-up experience for ourconstantly connected customers.

Contact centres are perfectly placed to become the beating heart of an organisation’s customerengagement strategy. It is the contact centre that can deliver the customer insight that is neededin a business environment where our customers are in control of how they choose to interactwith organisations and where the so called customer journey is ever more complex.

Delivering great employee and customer experiences is recognised at board level globally as oneof the key business differentiators driving competitive advantage, and the changing face of thecontact centre is as the sharp end when it comes to linking the voice of our colleagues to the voiceof our customers.

The imperative for change and transformation is a key theme of this conference and delegateswill hear from a roster of world class organisations who are achieving just that. Yes the contactcentre is indeed at a tipping point and now is the time for organisations to capitalise on theirunique position.

The chief aim of the conference is for our delegates to go back to their organisations armed withall the tools strategies and techniques they need to help deliver successful long term contactcentre strategies in this brave new customer centric world. Have a great day.

Steve Hurst, Editorial Director

THE TEAM

WELCOME

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HALL 1

HALL 1• Omnichannel Customer Engagement in the Contact Centre – Part 1 18• Evolution of VoC and VoE in the Contact Centre 19• The Contact Centre and the Customer Journey 21• Multichannel Contact Centre of the Future 22• Omnichannel Customer Engagement in the Contact Centre – Part 2 23

HALL 2

HALL 2• CX Innovation and Transformation 26• Big Data, Customer Insight and Analytics 27• CX Service Design in the Contact Centre 29• Artificial Intelligence & Robotics in the Contact Centre 31• Chatbots, Webchat & Virtual Assistants 33

FOCUS GROUPS

FOCUS GROUPS• Delivering Operational Excellence in Chat 37• PCI Compliance – Everything You Ever Wanted to Know,

But Were Afraid to Ask 38• The Evolution of the Contact Centre 39

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made toensure accuracy in the compilation of this publication,the Publishers cannot be held liable for errors andomissions.

©COPYRIGHT Engage Business Media Ltd. All rightsreserved. No part of this publication may bereproduced, stored in a retrieval system, ortransmitted, in any form or by means, electronic,mechanical, photocopying, recording or otherwise,without prior consent in writing to the publisher.

CONTENTS

3

Platinum Sponsor Profiles 42-43

Gold Sponsor Profiles 45

Silver Sponsor Profiles 47

Bronze Sponsor Profiles 48

Visitor Information 4

Speakers 6-8

Sponsors 9

What’s On 11

Agenda Summary 12-13

Floorplans 15 & 17

CONFERENCE HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.25 Presentations

10.25 – 10.55 Networking & Coffee Break

10:55 – 13.25 Presentations & Focus Groups

13:25 – 14:25 Lunch

14:25 – 15:40 Presentations & Focus Groups

15.40 – 16.10 Networking & Coffee Break

16:10 – 17:30 Presentations

17:30 – 18.30 Drinks & Networking Party

18:30 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on Lower Level 2.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resortsand use the passcode: FOCC17

Join the Conversation:@EngageCustomer #EngageConferences

First Aid:Please visit the registration desk on LowerLevel 2 should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:The Victoria Park Plaza hotel features allthe services and amenities expected of topcentral London hotels. Guests enjoy afitness centre, 24-hour room service,baggage storage, foreign currencyexchange and an array of other first-classservices.

Travel:The venue is situated within walkingdistance of Victoria train, coach, bus andUnderground stations.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 2throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary Beer/Glass of Wineis provided.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party

VISITORINFORMATION

4

Martin Hill-WilsonBrainfood Consulting

Tina SquireInteract

Dawn CreweElmbridge Borough Council

Danielle MacleodSky

Jason RobertsDixons Carphone

Sarah MetcalfeSureFlap

David NealeFirst Utility

Trevor GeraghtyDifference Corporation

Mark OppermannWebio

Arceeb MoughalKura

Abby ThomasBT

Oonagh McBrideInisoft

SPEAKERS

6

Shakeel KhanBarclays

Carolyn BluntEmber Real Results

Tracey ShirtcliffThe Virtu Group

Danni RushMake It Cheaper

Adrian SwinscoeConsultant

Ian NaylorVirgin Atlantic Airways

Michael SherwoodAtom Bank

Dave ThomsonSalesforce

Darryl BeckfordKCOM

Simon FootEmber Services

Jo KirkhamM&S

James ElliotBupa Global

SPEAKERS

7

SPEAKERS

8

Lisa GarthsideConfirmit

Brian PenningtonCoalfire Systems

Sam ReynoldsMake It Cheaper

Tom DaviesUltracomms

Wim RampenCX Company

Nick BriceAmerican Express

Community Stadium

Matt HooperIMImobile

Joel BaileyLivework London

Neil TitcombGenesys

Peter MasseyBudd

Colin StrongIpsos

Sarah LeffInteract

Nick MuirRBS

SPONSORS

9

PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

THANK YOU TO OUR SPONSORS

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WHAT’S ON

11

10.55 – 12.10

12.10 – 13.25

14.25 – 15.40

Setting up a chat operation can seem daunting and knowing what KPIsmatter when you manage chat vs. voice activity is very different.

Delivering OperationalExcellence in Chat

FOCUS GROUP 1

FOCUS GROUP 2

Paying for goods and services remotely today is the norm. How cancustomers be sure that their card data is completely safe?

PCI Compliance – EverythingYou Ever Wanted to Know,But Were Afraid to Ask

FOCUS GROUP 3

Consumer behaviour is rapidly changing in today’s always-on digitalworld, high-tech availability means your customer is interacting withyour brand via a vast array of channels.

EVENT APP:If you haven’t already booked your place, you can do so using your NetworkingEvent App. Alternatively, please contact an EBM member of staff or arrive inplenty of time before the session starts. All places are on a first come first servedbasis and we advise you to book early as places are very limited.

The Evolution of theContact Centre

Sarah LeffInteract

Tina SquireInteract

Neil TitcombGenesys

BrianPenningtonCoalfire Systems


USE THEEVENT APP TO

BOOK YOURPLACE

HALL 1

17:30 Drinks & Networking

10:25 Coffee & Networking Break


13:25 Lunch

09:00 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

AGENDASUMMARY

12

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 109:10 Dixons Carphone Case Study: Digital Ambitions Jason Roberts, Head of KnowHow Customer Contact Centre, Dixons Carphone Group

09:35 Omnichoices - 'We Want it All and We Want it Now' Trevor Geraghty, Customer Contact Director, Difference Corp

10:00 Question Time Jason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group Trevor Geraghty, Customer Contact Director, Difference Corp

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE10:55 SureFlap Case Study: The Future of Purr-Fect Service Sarah Metcalfe, Head of Customer Service, SureFlap

11:20 Contact Centres: Resistance is Futile. We are Omni-Channel. You will be Assimilated Mark Oppermann, EVP Sales & Marketing, Webio

11:45 BT Case Study: Our CX Journey Abby Thomas, Director of Transformation and Change, BT

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY12:10 Amex Community Stadium Case Study: An Ethos-Based Approach to 5 Star Experiences Across the Customer Journey. Nick Brice, Team Brighton Lead, AMEX Community Stadium

12:35 Proactively Transforming Customer Service at Elmbridge Borough Council Dawn Crewe, Head of Customer Service, Elmbridge Borough Council

13:00 Q&A Panel Discussion Nick Brice, Team Brighton Lead, Amex Community Stadium & Dawn Crewe, Head of Customer Service, Elmbridge Council

MULTICHANNEL CONTACT CENTRE OF THE FUTURE14:25 First Utility Case Study: The Future Growth of Social Service and the Value it Brings David Neale, Head of Contact Centres, First Utility

14:50 The Top 5 Customer Service Strategies to Service the Contact Centre Customer of the Future Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

15:15 Question Time David Neale, Head of Contact Centres, First Utility, Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE – PART 216:10 Sky Case Study: How Playing to Strengths can Change Everything in Contact Centres Danielle Macleod, Customer Service Director, Sky

16:35 Customer Experience Innovation – The Impact of Mobile and Social Messaging Channels on Customer Engagement Shakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile

17:00 Disrupting The Disrupters – How to Attract and Retain Contact Centre Talent of the Future Carolyn Blunt, Managing Director, Ember Real Results

17:25 Chair’s Summary Martin Hill-Wilson, Founder, Brainfood Consulting

HALL 2

CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS

16:10 Nudging Chatbots Colin Strong, Global Head of Behavioural Science, Ipsos

16:35 Talking Points Keynote: Chatbots! Wim Rampen, Chief Marketing Officer, CX Company

17:00 Q&A Panel Discussion Colin Strong, Global Head of Behavioural Science, Ipsos & Wim Rampen, Chief Marketing Officer, CX Company

17:25 Chair’s Summary Tracey Shirtcliff, Director, The Virtu Group

17:30 Drinks & Networking



13:25 Lunch

09:00 Chair’s Introduction: Tracey Shirtcliff, Director, The Virtu Group

AGENDASUMMARY

13

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE

14:25 RBS Case Study: Call Centre Excellence: Listening to the Voice of Our Customers in the Data Age Nick Muir, Senior Analytics Manager, RBS

15:00 Implementing The Internet of Things in Practice and What Your Company Can Learn Immediately Peter Massey, Director, Budd

CX SERVICE DESIGN IN THE CONTACT CENTRE

11:45 Using Voice of Customer to Drive Service Design James Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, Customer Experience Management, Confirmit

12:10 Everyone Else is Becoming More Agile but Why isn’t the Contact Centre? Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework London

12:35 Building a Contact Centre Fit for 2020 and Beyond Dave Thomson, Principal Solution Engineer – Service Cloud, Salesforce

13:00 M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch to Non-Face to Face Service at M&S Jo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S

BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

10:55 Atom Bank Case Study: Making What Matters Most Better… Michael Sherwood, Head of Customer Experience, Atom Bank

11:20 Innovation, Disruption, Investment…. Where to Start? Simon Foot, Director, Ember Services

CX INNOVATION AND TRANSFORMATION

09:10 Virgin Atlantic Case Study: The Need for Speed Ian Naylor, VP Global Customer Service Centres, Virgin Atlantic

09:35 Alexa – Ask KCOM Darryl Beckford, Head of Digital Acceleration, KCOM

10:00 Make It Cheaper Case Study: A Commitment to Making Our Customers Smile Danni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper

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FLOORPLAN

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Stage

Catering

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To Lifts

Focus Groups

Stairs toReception

Stage

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HALL 1

HALL 2

Platinum Sponsor

Gold Sponsor

Bronze Sponsor

HALL 1OMNICHANNEL CUSTOMERENGAGEMENT IN THE CONTACTCENTRE – PART 1

EVOLUTION OF VOC AND VOE INTHE CONTACT CENTRE

THE CONTACT CENTRE AND THECUSTOMER JOURNEY

MULTICHANNEL CONTACTCENTRE OF THE FUTURE

OMNICHANNEL CUSTOMERENGAGEMENT IN THE CONTACTCENTRE – PART 2

EXPO HALL

HALL 2CX INNOVATION ANDTRANSFORMATION

BIG DATA, CUSTOMER INSIGHTAND ANALYTICS

CX SERVICE DESIGN IN THECONTACT CENTRE

ARTIFICIAL INTELLIGENCE &ROBOTICS IN THE CONTACTCENTRE

CHATBOTS, WEBCHAT &VIRTUAL ASSISTANTS

Catering

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FLOORPLAN

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Expo Hall & Refreshments

Contact:T: +44 (0) 20 3053 9333E: [email protected]: www.confirmit.com

Contact: Noel LaveryT: +44 (0) 7811 146356

Contact: Michelle JonesT: 0141 272 1105E: [email protected]

[email protected]: www.inisoft.com

www.wearekura.com

Contact:T: +44(0) 121 371 0896E: [email protected]: www.voicesage.com

Contact:T: +44 (0) 333 300 0066E: [email protected]: [email protected]: www.intele.com

Contact:T: +44 203 355 9718E: [email protected]: www.webio.com

Contact:T: 0800 0921223W: salesforce.com/uk

Contact:T: +44 1425 614 070E: [email protected]: www.cxcompany.com

Contact: Ellie CornickE: [email protected]: www.kcom.com

Contact: Sue RixM: +44 (0) 7494 559488E: [email protected]: www.embergroup.co.uk

Contact:Jonathan MunnE: [email protected]: www.zendesk.com

Contact: Neil TitcombT: +44 (0)2038 083 999T: 07919 173376E: [email protected]: www.genesys.com/uk

Contact: Louise WrightT: 0330 333 6100E: [email protected]: netcall.com/multichannel

Contact: Frank SherlockT: +44 115 906 1142E: [email protected]: www.callminer.com

OMNICHANNEL CUSTOMER ENGAGEMENT IN THE CONTACT CENTRE– PART 1

Dixons Carphone Case Study: Digital AmbitionsJason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone Group

Tackling the difficult balance between ever growing consumer expectations and the need to drive an ‘always on’support culture many businesses have driven the Digital Ambition, allowing for efficient and flexible service In this session we will look at the challenges of moving to Digital, balancing the expectations of efficiency andimmediate take up with the reality of the need to understand the impact to legacy within your estate. As it is often more difficult to change the understanding and direction of your teams than it is to introduce thetechnology, we look at how we engage with your teams and bring them with you as your business moves forward.We will also look at the role of the Contact Centre as a Customer Hub for the business, for your teams to becomerelentless challengers in the support of improving operations, delivering appropriate solutions through empoweredand engaged teams.

An engaging leader, I relish the opportunity to drive engagement and change in challenging environments, supporting ourcolleagues to drive improvements in service, with a great understanding of the value of Customer insight and Colleaguecommunication. A customer focused operator, I am able to balance service delivery with the need to manage withinoperational budgets, using customer insight as a critical factor. A skilled negotiator, with experience of delivering high valuecontracts. I am able to create, define and lead the implementation of strategic change within customer journeys acrossmultiple areas, measuring success throughout the customer journey.

Operationally I lead my team to build performance in a simple way; focusing first on our Colleagues, building and drivingcritical measures and ensuring they have the support they need to develop; focusing on our Customers, providing theappropriate response consistently and finally through developing our processes and systems to support the CustomerExperience we offer.

Omnichoices ‘We Want it all and we Want it Now’Trevor Geraghty, Customer Contact Director, Difference Corp

This packed 25 minute session will provide food for thought and practical actions to take away in order to delighttoday’s demanding customer. I will take you on a journey where you should find parallels in your own businessesand opportunities to delight . We are all in the service business and the client decides how they contact you , whenthey contact you and what their expectations are. You are not in control any more, your service is measured dailyagainst the best of your competition and how you perform is reported daily via applications such as TrustPilot,TRIP Advisor etc.

Trevor Geraghty has a considerable commercial background with over 20 years’ experience in consulting and technologycoupled with a fundamental understanding of the importance of open communication across successful organisations. Hehas worked internationally with some of the world’s leading players in the communications space. From their beginnings in2002 Trevor has been an integral part of the team at Difference Corporation and has overseen the organisation evolvefrom being a boutique technology consulting firm to a leading service provider to the call centre and leisure sector. He is wellnetworked in the technology and recruitment sectors, and Trevor has comprehensive commercial experience gained in thetelecoms and information technology industries, working for organisations such as Cable & Wireless, Madge Networks, 02and the US Department of Defence in several European countries. Trevor has provided consultancy services to some 80-technology companies, including Vodafone, Cisco, and Reuters. He is an active member of International Round Table.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

09:10-09:35

09:00-09:10

09:35-10:00

HALL

1

CONFERENCEPROGRAMME

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HALL 1

Question TimeJason Roberts, Head of Knowhow Customer Contact Centre, Dixons Carphone GroupTrevor Geraghty, Customer Contact Director, Difference Corp

Coffee & Networking Break

EVOLUTION OF VOC AND VOE IN THE CONTACT CENTRE

SureFlap Case Study: The Future of Purr-Fect ServiceSarah Metcalfe, Head of Customer Service, SureFlap

As the leading provider of intelligent pet products, customer service has been a major focus for SureFlap since dayone. Founded in 2008 and now sell in over 20 countries worldwide, the company pride themselves on having agreat product backed up by amazing customer service. Sarah will share how SureFlap have managed their customerservice utilising the newest technologies, and achieved their NPS score of 96% and above for 6 consecutive years.

Sarah will provide easy tips on how to provide outstanding customer service, proactive customer service, engagingyour employees and share her strategy for supporting products in a connected world. Sarah is passionate aboutemployee happiness in the workplace and will discuss the positive impact this has on the customer experience.

Sarah joined SureFlap six years ago, taking responsibility for the company’s customer service and guiding it through anextraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstandingcustomer service and happiness to all SureFlap customers around the world. Sarah is passionate about happiness in theworkplace, and she knows the positive impact this has on the customer experience. Through continuing to innovate andimprove the customer journey, SureFlap now has an amazing Net Promoter Score of 95+% with an increase in customercontact of over 50% over the last 12 months.

Originally from British Columbia, Canada, Sarah brings a wealth of customer service experience from a background thatincludes charities, logistics and manufacturing. Inspired by the teachings of great customer service companies like Zapposand Happy Ltd, she wants to share her experience and the success of SureFlap with others including her strategy forsupporting SureFlap’s new connected suite of pet products within the Future of Intelligent Pet Care.

Contact Centres: Resistance is Futile. We are Omni-Channel.You will be AssimilatedMark Oppermann, EVP Sales & Marketing, Webio

Customers are more demanding than ever. Their engagement expectations have increased exponentially whichcontact centres are struggling to deal with. The gap between what customers want re engagement and thebusiness capabilities has never been wider and it is time to bridge that gap.

The transition from the traditional contact centre to a digital contact centre hub, moving from voice and SMS tomessaging and web chat, to letting AI chatbots work side by side with agents are can be daunting. But is doesn’thave to be. In this new world of connected customers, the winners will be those who are brave enough to take thefirst steps and embrace all that technology has to offer.

Mark has over 20 years’ experience in delivering transformational communication solutions for global brands in Retail,Banking & Finance and Utilities. A regular speaker at industry events, specialising in Enterprise Customer Engagement andhow to maximise the value of customer communications today and into the future. His background includes Sales,Marketing and General Management roles at Pitney Bowes and Managing Director of Netcom Communications which roseto become market leader in just over 3 years. For over 12 years, Mark has worked with the Webio Executive Team indeploying cutting-edge Enterprise customer communication solutions.

10:00-10:25

10:55-11:20

10:25-10:55

CONFERENCEPROGRAMME

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HALL 1HALL 1

11:20-11:45

kcom.com

Reduce customer effort by re-imagining your businessWith the bar for contemporary customer experience constantly rising, organisations are aspiring to be more efficient and nimble so they can meet these increasing expectations. KCOM is an experience integrator, here to help you face today’s unpredictable world. We can help you re-imagine your business and re-architect your IT and communications

infrastructure to deliver frictionless experiences for your customers.

Through best in class consultancy, architecture, delivery and service management, we deliver on the promise of digital transformation and the public cloud to make life easier and

better for every customer.

Customer focus: Rail Delivery Group

Part of the Rail Delivery Group, National Rail Enquiries (NRE) is the definitive digital source of customer information for all passenger rail services on the National Rail network.

Challenge Overly complex technology environment

Customer demand constantly increasing

Solution Simplified the operating environment

Moved to a cloud-based solution for increased flexibility and scalability

Outcome 25% reduction in infrastructure costs

Fast, smooth and reliable ticketing experience for customers

To talk to us about how we helped customers like Bupa and HMRC re-imagine their customer

experience, and for your chance to win an Amazon Echo Dot, visit KCOM at stand number 3.

BT Case Study: Our CX JourneyAbby Thomas, Director of Transformation And Change, BT

Abby will share BT Consumer’s customer experience journey including how they are engaging and motivating their10,000 workforce to deliver brilliant customer experiences.

Abby Thomas, Director of Transformation, is leading the transformation of customer experience across BT Consumer. She isresponsible for improving the customer experience through new product development and launches, digital transformation,and operating model, process and systems innovation.

THE CONTACT CENTRE AND THE CUSTOMER JOURNEY

Amex Community Stadium Case Study: An Ethos-Based Approach to5 Star Experiences Across the Customer JourneyNick Brice, Team Brighton Lead, AMEX Community Stadium

The American Express Community Stadium is a multi-award winning sporting, hospitality and events venue – hometo promotion-chasing Brighton & Hove Albion. Since their move from Withdean in 2011, the stadium has won ahost of premier awards for most areas of the customer journey, this year already picking up a national award for theexperience they give customers and fans living with disability, and in addition their ticket line/customer contactcentre is shortlisted for a national award.

The ‘Team Brighton’ programme has been the vehicle by which a customer-driven & team ethos has beenestablished since Day One and this presentation looks at how the stadium has set about engaging and equippingthe board, leaders and staff to deliver 5 star experiences across their entire customer journey for the past 6 years.

Nick is Team Brighton Lead for the American Express Community Stadium – creating and leading a multi-award winningchange, leadership development and customer experience development programme since late 2010. This developmentprogramme has helped the stadium win premier national and international awards for every area of the customer journey –Best New Stadium (global), Family Excellence, Best Hospitality, Best Stewarding & Safety (global) – and even Best Pies!Guest Facilitator on International Excellence programmes on Emotional Intelligence & Mindfulness, Change Leadership andProfessional Impact for multi-nationals in San Francisco, Milan, Rome, Sofia. Safety Leadership programmes in UK, Sydney,Melbourne, Istanbul.

The Team Brighton programme is the first-ever development programme to win three Gold National Training JournalAwards for Change Management, Leadership Development & Learning Partnership

Proactively Transforming Customer Service at Elmbridge Borough CouncilDawn Crewe, Head of Customer Service, Elmbridge Borough Council

Elmbridge Borough Council in Surrey is an exemplary public sector customer service case study about providingthe highest quality service to the town’s residents. The project is seen as a unique take on Citizen RelationshipManagement (CRM), ensuring service users are measurably at the heart of everything it does.

Elmbridge started its CRM journey with a vision of a solution that would allow citizens to easily interact with itsteams and complete transactions, freeing up staff time without driving up costs. To achieve this, it deployed CRMsoftware, Microsoft Dynamics, and best-of-breed Citizen Relationship Management techniques supported bycustomer engagement technology provider, VoiceSage. Use of instant polling and on-going building of a database ofcustomer reactions, together with benchmarking via customer metrics, is key to Elmbridge’s take on CitizenRelationship Management, for example.

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HALL 1HALL 1

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12:10-12:35

12:35-13:00

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The solution is the core of Elmbridge’s highly innovative ‘Brilliant Customer Service Every Time’ (BCSET)programme. BCSET, or just ‘Brilliant’, is all about finding out exactly what citizens need so as to make sure Elmbridgecan continually monitor and improve services. Key to this project success was the close co-operation between seniormanagement, IT and customer services who worked hand-in-hand to deliver this award-winning service.

Dawn is Head of Customer Service at Elmbridge Borough Council where she is responsible for leading a customertransformation programme providing a centralised customer service function; re-designed business processes; increasingchannel shift and high customer satisfaction. Dawn is accountable for the customer service function which employs 30staff, handles customer contact activity of 150,000+ calls per year, 30,000 visitor enquiries and 65,000 transactions witha £1.5 million budget. Prior to Elmbridge, Dawn served for eight years as Head of Customer Service at London Borough ofRichmond Upon Thames.

Q&A Panel DiscussionNick Brice, Team Brighton Lead, Amex Community StadiumDawn Crewe, Head of Customer Service, Elmbridge Borough Council

Lunch

MULTICHANNEL CONTACT CENTRE OF THE FUTURE

First Utility Case Study: The Future Growth of Social Service and TheValue it BringsDavid Neale, Head of Contact Centres, First Utility

This presentation will focus on the rise and evolution of social service and the changing contact expectations ofcustomers. A review on why Social Service is important to invest in and what benefits can be expected.

David is a multi-award winning leader with over 15 years experience within a number of of FTSE 50 and challengercompanies in both B2C and B2C environments, specialising in utilities. In 2016, awards and recognition have ranged frombeing crowned Customer Service of the Year, Silver Winner at the European Contact Centre and Service Awards for SocialCustomer Service, finalist for Utility of the Year and Team of the Year and Customer Engagement at the Utility Week Awards.

The Top 5 Customer Service Strategies to Service the Contact CentreCustomer of the FutureArceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft

Customers are increasingly informed about the products and services they have purchased and demand effortless,yet personalised service in real time, using the communication channel and touchpoint of their choice. There isincreasing fragmentation in the customer-base and increasingly different demographics want to interact with thesame organisation in different ways, but expect parity in the quality of service which is delivered. This session willpresent the top 5 service strategies identified in new, original research from the CCA in association with Kura and Inisoft.

1. Personal, empathetic and complex problem solving2. Setting-up people for success3. Measuring performance4. Be proactive, seize opportunities5. Lead from the top down

13:00-13:25

13:25-14:25

14:25-14:50

14:50-15:15

Arceeb has 17 years experience in the Outsourcing industry working with varied clients across public, private and thirdsectors. Arceeb believes in straightforward relationships, and knows that through strong client partnerships we unleash thepotential of people to deliver outstanding results.

Oonagh joined Inisoft as a software developer in 1997 and worked in increasingly customer focussed roles until becominghead of the company in 2015. Oonagh believes in developing software that works for real people, with every featuredesigned to solve real problems. Inisoft’s agent desktop software, Syntelate presents a simple interface to the advisor whichallows them to concentrate on the customer rather than the technology.

Question TimeDavid Neale, Head of Contact Centres, First UtilityArceeb Moughal, Director of Commercial, KuraOonagh McBride, Head of Inisoft, Inisoft


OMNICHANNEL CUSTOMER ENGAGEMENT – PART 2

Sky Case Study: How Playing to Strengths can Change Everythingin Contact CentresDanielle Macleod, Customer Service Director, Sky

Back in 2015 Sky Customer Service decided to revolutionise the way roles are interpreted in their call centres.They introduced a Playing to Strengths model that offered everyone the opportunity to do more of what they shineat. Two years on, it’s still evolving and changing and the results, in terms of engagement and performance, areenough to ensure that the rest of the organisation is sitting up and taking notice.

Danielle has been with Sky since 2006. A passionate leader of people she has held roles in HR, Change and ProjectManagement and latterly, as Director of Service Operations and Customer Service Director, responsible for over 8000people in call centres in the UK, India and Bulgaria. She wholeheartedly believes in a working environment where people areencouraged to fulfil their potential and has made it her mission to change the we lead and deliver in Customer Contact Centres.

Customer Experience Innovation – The Impact of Mobile and SocialMessaging Channels on Customer EngagementShakeel Khan, Head of IMCC Alerts, Barclays & Matt Hooper, SVP Global Marketing, IMImobile

Mobile and social messaging channels are changing the way consumers want to communicate with companies,which is driving the evolution of voice-centric contact centres into digital customer experience centres thatsupport multiple interaction channels. Here the impact of mobile and social messaging channels on customerengagement is examined and how Barclays UK are using channels such as SMS, Facebook, amongst others acrosstheir business to innovate and enhance customer experience.

Shakeel has worked with Barclays for 12 years, primarily covering data and analytics. He is now leading on thedevelopment and delivery of mobile and digital communications for Barclays.

Matt is an experienced senior enterprise software marketer and general manager, with over 20 years in internationalmarketing, customer experience, product management and business development. He joined IMImobile having spent thelast 16 years working in the UK and US helping enterprise software businesses deliver growth. Matt has held senior roles atQualcomm, HP, BT Global, Orange and Parametric Technology. He is a chartered marketer and a certified RFU rugby coach.

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16:10-16:35

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Disrupting The Disrupters – How to Attract and Retain Contact CentreTalent of the FutureCarolyn Blunt, Managing Director, Ember Real Results

For some time now we have recognised the impact of generational differences in our workforce. We understoodthat the ‘job for life’ concept ended with Generation X and that Corporate Social Responsibility (CSR) was asimportant in attracting Generation Y graduates as pay. But when it comes to front line contact centre staff do therules still apply? Is it still the low paid, low skilled, low valued role it always was? Are the best routes to engagementstill simply competitive pay and shift flexibility (for some that would be a start!). A decade or two from now will ourgrandchildren want to work in a contact centre? And if AI succeeds will they even be needed? In this session contactcentre expert Carolyn Blunt will discuss the priorities of our future contact centre colleagues when choosing anemployer. Carolyn explores how to nurture the real value that humans will bring to customer experience in a worldwhere change continues apace; and the successful organisations of tomorrow will be disrupting the disrupters of today.

Carolyn Blunt is Managing Director of Real Results, a consultancy that works with contact centres to improve performance.Carolyn is especially renowned for identifying opportunities to improve customer experience and sales whilst creatingefficiencies. Her team creatively lead culture change through people. Projects include ‘Liber8 The Human’ for Shop Directwhich reached 1000 customer service and sales staff in 3 countries and Boots ‘The Balance’ a successful AHT reductionprogramme for over 300 Advisors in their Nottingham HQ. Carolyn is co-author (with Martin Hill-Wilson) of the book‘Delivering Effective Social Customer Service’ published by Wiley. As an industry writer and speaker Carolyn was votedMost Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine.

Chair’s SummaryMartin Hill-Wilson, Founder, Brainfood Consulting

Martin is a leading customer engagement and digital business strategist. Also an author and international keynote speaker.Working under my own brand, Brainfood Consulting, I design masterclasses and transformational change helping clientsevolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customerexperience, social customer service and customer hubs. All themed around service innovation.

Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internalsilos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empoweredcustomers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regimehave to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement andthe idea that the service organisation was solely responsible for customer experience.

Drinks & Networking

17:00-17:25

17:25-17:30

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CX INNOVATION AND TRANSFORMATION

Virgin Atlantic Case Study: The Need For SpeedIan Naylor, VP Global Service Centres, Virgin Atlantic

This case study will be demonstrating how, by giving people a sense of purpose, and organising work so you cananswer the phone quickly, you can drive a virtuous circle of customer, colleague and efficiency benefits.

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in largescale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure,increase customer loyalty & significantly reduce cost. Defined strategy & led operational delivery through periods of highgrowth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customerexperience and significantly improved profitability by creating new operating models and deploying innovative technologies& people strategies.

Alexa – Ask KCOMDarryl Beckford, Head of Digital Acceleration, KCOM

Our desire for futuristic lives where we are always connected has led many to purchase voice controlled devices,such as the Amazon Echo, for their homes. Whilst these may be seen as a new way to control home heating, cleverlight bulbs and everything connected to the “Internet of Things”, is there are wider customer service opportunity?

Darryl will explore how we can use these devices to offer new, low-effort, experiences for our customers, whilstavoiding the pitfalls of voice recognition of old. We will take a look at how you align and integrate these experienceswith your other sales and service channels, and discuss what customers will really want to do with them. Finally,Darryl will provide a window into how this technology will expand into our everyday lives in ways that we can’tcurrently imagine.

Darryl is customer contact professional who has mastered the art of delivering low effort experiences for customers acrossmultiple channels. Having helped many well-known brands create precise, meaningful and repeatable experiences forcustomers, he recently took the lead on the development of a customer strategy at Bupa. Now, as Head of DigitalAcceleration for KCOM, Darryl is on a personal mission to make life easier and better for every customer.

09:10-09:35

09:00-09:10

09:35-10:00

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CHAIR’S INTRODUCTION:Tracey Shirtcliff, Director, The Virtu Group

10:00-10:25

Make It Cheaper Case Study: A Commitment to Making our Customers SmileDanni Rush, Customer Experience Director & Sam Reynolds, Marketing Director, Make It Cheaper

In a world of big budget price comparison websites and new entrants into the intermediary market, how has MakeIt Cheaper – a voice led business – continued to stand out from the crowd? Simple, a commitment to making theircustomers smile at every step of the journey!

Their mission is to put a smile of the faces of British businesses by making switching and saving on utilities hasslefree. Make It Cheaper will share their journey to making their customers smile and demonstrate how co-creation –customer centricity at its best – has defined its future contact centre strategy delivery through innovation,technology, culture change and much more!

Danni is passionate about customer experience – driving revenue and profit growth alongside NPS and eNPS – ensuringthe culture and behaviours of the people in my teams strive for best in class. With the customer being centric to anysustainable business strategy and the focus being on the specialist service as well as the products that businesses provide,the pressure is on for every touch point to deliver on all levels. At Make it Cheaper we say we will put a smile on the face ofbusinesses, by helping them save time and money – hassle free! We are committed to making sure this is delivered, in allchannels, at all times, consistently – we are not there yet but we have our foot firmly on the gas!

Sam is an award-winning Marketing Director at Make It Cheaper; charged with putting a smile on the faces of UK SME’sthrough switching & saving on their business costs. His role bridges fast growth customer acquisition, increasing multi-product adoption and innovating through growing delegated authority services – all driven through investment in customerexperience excellence. Prior to Make It Cheaper, he spent 14 years working across large global businesses and fast-growthstart up’s alike in the UK, India & US. Having spent 3 years working as a VP of Product & Marketing in India, he lived throughsome spectacular (and sometimes not so spectacular) contact centre & customer engagement experiences.


BIG DATA, CUSTOMER INSIGHT AND ANALYTICS

Atom Bank Case Study: Making What Matters Most Better…Michael Sherwood, Head of Customer Experience, Atom Bank

Atom, the UK’s 1st mobile only Bank, went live in April 2016 with a Fixed Saver product and an APP experiencethat was to some, industry leading and to others, polarising.

Michael will talk through the Bank’s first 9 months and how Atom put in place a Voice of the Customer programme,to understand what really mattered to customers and make what mattered most, better…

Michael is a national awarding winning customer experience professional, with an 18 year track record leading front lineservice operations and customer experience functions for brands such as Orange, Tesco Bank & Virgin Money. Michael’scurrent role is Head of Customer Experience for digital only fintech start up, Atom Bank. With a unique combination ofinsight, CX and operational positions, Michael has a 360 degree view of what it takes to design and deliver industrydisrupting customer experiences.

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10:55-11:20

10:25-10:55

A BETTER FUTUREGUIDING YOU TOWARDS

TURNING CUSTOMER ENGAGEMENT INTO TANGIBLE BUSINESS BENEFITS

Ember is a business services group helping organisations to become market-relevant and business-ready for the future. Through four specialist and integrated businesses, we can help you define your priorities for change through the analysis of outcome and operational realities, identifying hidden risks and supporting the transition of delivery. Understanding the value of your processes, people and technology and their impacts on customer behaviours and loyalty will deliver long term success through better customer engagements.

• Realise value from your engagements

• Create opportunity from innovation

• Transform confidently, innovatively, successfully

• Drive value from technology, people and processes

Ember Group provides:• Specialist management consultancy

• Training

• Executive search & recruitment

• Contract legal services

www.embergroup.co.uk

COME TO STAND NO. 10 FOR A CHAT ABOUT HOW EMBER CAN HELP YOU SHAPE YOUR FUTURE!

Innovation, Disruption, Investment…. Where to Start?Simon Foot, Director, Ember Services

Simon will share Ember perspectives on what they see as exciting and innovative developments affecting customerengagements and what this means for contact centres in the future. As always you can rely on Ember to focus onthe practical realities and considerations to help you evaluate and deliver the right changes for your organisations.Drawing on examples and case studies from those who have done it, as well as recent research that Ember hasundertaken, Simon will provide some thinking on what organisations that successfully embrace disruptionopportunities are doing and how these initiatives are capitalised on.

Simon has been involved in the customer management industry for over 20 years – as both an operations practitioner andan advisor to major brands globally. He is a regular presenter and trusted industry commentator, being voted amongst theindustry’s most influential voices in 2015/16. As an Ember Director, Simon has worked with some of the UK’s mostsignificant brands to help them navigate through the complexity of defining and delivering technology led transformationsto elevate the customer experience. In his spare time Simon is a keen golfer, football fan and family man, all of which involvefar too much shouting these days!

CX SERVICE DESIGN IN THE CONTACT CENTRE

Using Voice of Customer to Drive Service DesignJames Elliot, Head of Operations Support, Bupa Global & Lisa Garthside, Director, CustomerExperience Management, Confirmit

In this session, Lisa and James will discuss the actions taken to improve service in Bupa Global contact centresacross Europe, the Middle East and Asia. They will talk about how the feedback from customers has enabledimproved engagement from contact centre staff as well as providing a better experience for customers. They willalso discuss best practices in surveying customers in a multi-national contact centre and the cultural change thathas been driven by the customer feedback.

James is an MI consultant with over 10 years’ experience in operational management, and the design of MI and analyticalsystems for some of the UK’s leading financial institutions. For the past 5 years, he has worked with various organisations tohelp combine and rationalise their complex data sources to enable an automated flow of succinct information to decisionmakers.

Lisa joined Confirmit in 2014, having spent over 20 years in Market Research, the last five of which have focused oncustomer experience. Lisa has worked across a range of sectors and has a good understanding of technology, finance andleisure as well as considerable experience of both B2C and B2B markets. Lisa has a focus on ensuring we ask the rightpeople the right questions to provide real, usable information. She enjoys working with clients to ensure that the data theyuse to make business decisions is not only trusted and reliable but also actionable.

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11:45-12:10

11:20-11:45

Everyone Else Is Becoming More Agile but Why isn’t the Contact Centre?Adrian Swinscoe, Consultant, Rare Business & Joel Bailey, Director, Livework

Many organisations are going through a customer experience and digital transformation and are doing so byadopting more agile ways of working. However, most of the agile teams and initiatives seem to be digital andtechnology focused. Why hasn’t agile hit the contact centre yet? What could happen if contact centres becomemore agile in their approach? And, is it possible to make contact centres more agile whilst still moving the keymetrics that matter to the business? This presentation will answer those questions, share some stories about‘pockets’ of agile excellence in contact centres and show how contact contest can become more agile and delivergreater value to the customer throughout their journey through the use of approaches like agile, service design andsystems thinking.

Adrian Swinscoe is a consultant and adviser to a number of firms helping them improve their customer and clientexperience. His clients range from large publicly quoted organisations to fast-growing, entrepreneurial firms.

He’s a huge fan of organisations that do great things for their customers and enjoys using research, stories and humaninsights to help create change and better results for his clients. He published a book: How To Wow with Pearson in Apr/May2016 that is full of practical tips, inspiring insights and interviews with a wide range of leaders and entrepreneurs on how todeliver a world-class customer and employee experience.

Overall, he’s a lover of simplicity and an advocate of the human touch with some really useful technology thrown in. Outsideof work, he’s a keen but distinctly average rock-climber and loves to develop and share via his blog and his column on theEntrepreneur section of Forbes.com.

Joel Bailey is an experienced Service Designer, with 15 years experience helping clients create customer experiences thatdrive sustainable profit. Joel is Director of Livework London, the independent pioneer of service design, and previously heldspent five years as Director of Service Design at Capita, working on multichannel design projects for the BBC, O2 andMinistry of Defence. He enjoys applying design creativity, practical customer-centred methods and business strategy to helporganisations make the most from the digital wave, and the next wave to come.

Building a Contact Centre Fit for 2020 and BeyondDave Thomson, Principal Solution Engineer – Service Cloud, Salesforce

In today’s digital world, service agents are more important than ever before. The contact centre plays an imperativerole in a customers end-to-end journey with a brand, and it’s the service agents who hold the power to impactcustomer satisfaction. It is crucial to empower service agents with technology that enables the right mix ofproactive, self, and assisted service. With the emergence of IoT and Artificial Intelligence, organisations can harnessthe power of proactive service, to create optimal customer experiences. Join this session and learn how to focus onease, effectiveness and emotion to improve the IQ and EQ of your Contact Centre.

Dave has worked for technology companies for the last 30 years – predominantly in the customer service space – and hehas spoken at over 300 events and visited over 500 contact centres in Europe, America, Africa and Asia.

Since joining Salesforce.com in January 2012, Dave has been helping companies build service solutions that meet theneeds of digital customers – who are increasingly multi-channel, multi-device, social and mobile. Dave’s most recentspeaking engagement was speaking on “The Future of Customer Service” at the Turkey Call Centre Expo in Istanbul inOctober. He has also led service design workshops recently in Scotland, Ukraine, South Africa, Swaziland and Zambia.

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12:35-13:00

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M&S Case Study: Simple Changes Add Up! Bringing the Personal Touch toNon-Face to Face Service at M&SJo Kirkham, Head of Customer Sales and Service Centre Experience Improvement, M&S

In an increasingly digital world where automation becomes more prevalent customers say they’d like a personalservice. This presents challenges to the way established contact centres operate and develop, particularly wherelegacy systems and processes underpin the way business is done. Simply applying technology or training or askingpeople to think differently is not enough on its own – it needs a little magic. This a challenge that M&S is rising to;why not come along and see what they are doing and how they are getting on?

Jo brings 20 years of retail and hospitality experience to her current role improving experiences in M&S. With one eye oncustomer, digital and marketplace trends Jo works across teams in M&S to ensure that Customer Sales and Service Centres(CSSCs) will always be able to serve customers anywhere, anytime, in the way they want to interact. She and her team usethe rich information available in CSSCs to influence changes to business process, policies and attitudes that detract fromthe customer experience.

Jo has always had a passion for all things ‘customer’. Previous roles (amongst many) as a Store Manager, Regional PubManager, CSSC Operations Manager and a Transformation Manager have strengthened her belief that the only place for acustomer is at the heart of the business.

Lunch

ARTIFICIAL INTELLIGENCE & ROBOTICS IN THE CONTACT CENTRE

RBS Case Study: Call Centre Excellence: Listening to the Voice of OurCustomers in the Data AgeNick Muir, Senior Analytics Manager, RBS

At RBS, our call centre environment is a finely tuned operation with an ever increasing focus on cost and efficiency,yet still delivering an exceptional level of service to customers that drives our organisation’s commercial ambitions.

You will hear how we employ innovative ways in which to overlay data with human behaviour to inform and shapeour telephony operation and drive commercial value. We will also share some examples of where we are sourcingand integrating new tools to, not only improve our telephony service to customers, but to use the extensive volumeof data captured through our 21m calls per annum, to improve our products, services, and customer journeys inevery aspect of our business.

• 11 years Managerial experience in global financial institution• Strong senior leadership experience of managing and coaching highly skilled teams, delivering at a departmental and organisational level, and enhancing capability of others. RBS Leadership accreditation and established business coach for new Bank Graduates• 8 years Incident and Crisis Management experience in global financial institution, including all aspects of response (IT, Operational, Risk, Regulatory, Communications)• Experience in leading Senior Executive level incident response meetings• Strong stakeholder management capability (internal and external) with success in developing key relationships that deliver financial and operational success

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13:00-13:25

13:25-14:25

14:25-15:00

Our customers, their expectations, their journey, and the ways in which theyinteract with organisations have changed almost beyond recognition overthe past few years and that pace of change is accelerating. Organisationsmust also transform if they are to thrive in this Brave New Customer World.

Following on from the success of our Customer Engagement TransformationDirectors Forums over the last two years this Conference will help delegates intheir quest to transform the way they interact with customers in order to reapthe rewards of successful engagement.

The need to innovate and transform our customer engagement strategies hasnever been more important or more urgent and delegates at this Conference willbe shown through world class case studies the way forward so they can helpdeliver success through their own organisations.

TOPIC STREAMS INCLUDE:• Personalisation of the customer experience• Digital transformation, Security and Internet of Things• The cloud and our customers• The rise of customer service design• How mobile is transforming customer engagement• Robotics, AI, VR, AR and customer engagement• Marrying technology to customer engagement • Transformation – our people and our customers• Customer Engagement Transformation in Financial Services• Customer Engagement Transformation in Retail

300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES

QUICK FACTS

• AA • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM • AMLIN • ARBUTHNOT LATHAM • ATOM BANK • BAUER MEDIA • BGL GROUP •BOSCH SERVICE SOLUTIONS • BP GROUP • BPI RECYCLED PRODUCTS • BRAINFOOD CONSULTING • BT • BUPA • CANON • CAPITA • CARILLION • CHANNELDOCTORS • CITI • COVEA INSURANCE • CUSTOMER ENGAGEMENT CONSULTING • CUSTOMER EXPERIENCE FOUNDATION • DIRECT LINE • DOBBIES • DTZ •DX GROUP • EAST THAMES • ELLIPSE • EXPLORE LEARNING • FINANCIAL TIMES • FIRST ARK • FIRST GREAT WESTERN • FIRST RATE EXCHANGE • FORRESTER• GENESIS HOUSING • GLOBAL PAYMENTS • GLOBALGIVING UK • GOLFBREAKS • GREAT WESTERN RAILWAY • GSK • HEATHROW • HOOD GROUP • HOUSINGSOLUTIONS • HSBC • HUTCHINSON • HUTCHINSON 3 UK • ITV • JOHN LEWIS • KANO • KINGS COURT TRUST • LIFEPLUS • LINKLATERS • LLOYDS BANKING• LLOYDS BANKING GROUP • LUMLEYS • LV= • MACFARLANE • MANPOWERGROUP • MARSTON’S INNS & TAVERNS • MCNICHOLAS • MORGAN SINDALL •NATIONWIDE • NCFE • NORGON • OVUM • PRUDENTIAL • PRUDENTIAL ASSURANCE • PRUDENTIAL FINANCIAL PLANNING • QA • RBS • RICHMOND ANDBARNES SOLICITORS • RWE NPOWER • SAVE THE CHILDREN • SCANIA • SOUTH EAST AMBULANCE • SOUTH EAST COAST AMBULANCE NHS • TATE • TATEBRITAIN & TATE MODERN • TESCO • TMS • TUNGSTEN INFORMATION MANAGEMENT • VIRGIN MONEY • WORLDREMIT • YORKSHIRE WATER

PREVIOUS DELEGATES

PLATINUM SPONSORS

REGISTER NOW [email protected]

VICTORIA PARK PLAZA, LONDON6 JULY 2017

CUSTOMERENGAGEMENTTRANSFORMATION

TRANSFORMINGTO SURVIVE IN

THIS BRAVE NEWCUSTOMER WORLD

• Expereince in delivering commercial success through the use of data driven analysis and personalised customer engagements• Extensive knowledge across the Banking sector with strong experience in Operations, Retail Banking, Corporate & Commercial Banking, and Payment Services / Schemes• Experience working as part of strategic, industry, and regulatory led project implementations• Ability to work successfully in a challenging and high pressure environment, simplifying complex issues and finding solutions• Experienced in embedding and sustaining improvement, including operational experience in the deployment of LEAN methodologies• Experience of delivering change using waterfall and agile methodologies• Excellent communicator, oral and written, presenting to a wide range of audiences and organisational levels

Implementing The Internet of Things in Practice and What Your CompanyCan Learn ImmediatelyPeter Massey, Director, Budd

Peter will outline the following:

• Using the internet of bitsnpieces• Buying, installing and using the internet of things – personal experiences• Lessons for the human-machine interface• What it takes to design human-machine interfaces that work and why it’s already vital

Peter is a serial entrepreneur who has built and run a series of four businesses in customer relationships, contactmanagement, operations and programme management over the last 20 years, working with clients across all sectors. Hedescribes Budd’s business model as “co-creation” with clients & their customers, with colleagues globally in LimeBridge. Hefacilitates the 10 year old Chief Customer Officer Forum in the UK. Budd’s focus is implementing “The Best Service Is NoService” processes, now a book written by his former Amazon colleague.


CHATBOTS, WEBCHAT & VIRTUAL ASSISTANTS

Nudging ChatbotsColin Strong, Global Head of Behavioural Science, Ipsos

An increasingly digital experience has a vast range of new opportunities for brands to optimise customerengagement. But today we are on the cusp of what we are calling the ‘mind economy’. This reflects the way in whichwe are now able to personalise the customer experience by leveraging insights about consumers inner lives fromtheir behavioural/transaction data. Chatbots will increasingly be used to deliver psychological personalisation atscale with very direct benefits for brands and consumers alike. We present our vision and ways in which brands canstart making their first steps in this space.

Colin Strong is the Global Head of Behavioural Science at Ipsos. He has a background in applying behavioural science toclient challenges across a range of market categories. He is well known for his work in technology and has taken an activeposition in the debate on Big Data and its potential for the market research industry. Colin’s book, “Humanizing Big Data”explores the opportunities that lie at the intersection of data, behavioural science and market research.

15:40-16:10

16:10-16:35

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HALL 2

MONDAY 13TH NOVEMBER 2017WESTMINSTER PARK PLAZA, LONDON

ENTERNOW

www.EngageAwards.co.uk

DATES FOR YOUR DIARYENTRIES OPENED – MONDAY 5TH DECEMBER 2016

ENTRIES SUBMISSION CLOSE – MONDAY 17TH JULY 2017JUDGES COMMENCE SHORTLISTING – MONDAY 24TH JULY 2017

FINALISTS ANNOUNCED – FRIDAY 15TH SEPTEMBERAWARDS CEREMONY – 13TH NOVEMBER 2017

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Talking Points Keynote: Chatbots!Wim Rampen, Chief Marketing Officer, CX Company

In his talk Wim Rampen will offer a fresh, down to earth perspective on the chatbot hype. He will make sense of thestate of Artificial Intelligence and Machine learning and what it currently can and cannot do for companies thatseek to automate (parts of) their customer journeys and optimise the online customer experience. Wim will diveinto how to develop an effective customer experience strategy that answers where, when and how to leveragechatbots, pro-active notifications and in-app engagement to drive reduction of cost-to-serve, self-service adoptionand overall customer engagement. And of course, Wim will show use cases that prove this is not fiction, but reality.

Wim Rampen is a seasoned Marketing Executive with 20 years’ experience in the field of Customer Service, CustomerExperience and Marketing for enterprises in Banking & Insurance, Energy, Telco and E-commerce. In the past six years,before joining CX Company last January, Wim has been responsible for digital customer experience transformationinitiatives and programs at Dutch Insurance companies OHRA and Delta Lloyd. Before that, Wim led large-scale CustomerExperience improvement projects in Health insurance, Telco and Banking as self-employed Consultant. At CX Company,Wim is responsible for marketing strategy, positioning and product roadmap development.

Q&A Panel DiscussionColin Strong, Global Head of Behavioural Science, IpsosWim Rampen, Chief Marketing Officer, CX Company

Chair’s SummaryTracey Shirtcliff, Director, The Virtu Group

Tracey is an entrepreneur and Technology driver. She has a first class master’s degree in Marketing, and is passionate aboutwhat technology can do for customers and businesses alike.

Tracey cut her teeth in technology, enabling Forte Hotels with their first generation web presence, as the head of Electronicmarketing. She went on to run a creative tech Agency working in content, well before the mantra of ‘content is king’ wascoined. She delivered content and digital strategies for the likes of loot.com, BskyB, Forte hotels, and BT. She has launchedtwo tech offerings for Royal Bank of Scotland, a B2B electronic Digital identity product, TrustAssured, and FastPay forNatWest. FastPay, was an online and mobile payment platform. These two offerings were undertaken well before it wasseen as key to engage customers with clever technology solutions to drive brand value.

Tracey founded, built and sold a software business that provided award winning software to the creative industry, to betterimprove process and delivery for clients. Traffic LIVE had offices in London, Sydney and New York, and were the chosenworkflow provider for WPP, Aegis and IPG, and supported iconic brands like McCann, Isobar, Wunderman, Y&R, and FITCH.The Secret to her success, in her own words, is to ‘surprise and delight the customer with clever technology engagement’.

Drinks & Networking

17:25-17:30

17:30

17:00-17:25

HALL 2

16:35-17:00

T U E S D A Y 2 6 T H S E P T E M B E R 2 0 1 7C O U N T Y H A L L L O N D O N

Our exclusive new Engage Focus groups allow senior individuals working in customer and employeeengagement to come together and voice their thoughts and share experiences in a structuredprofessional environment.

These dynamic and highly engaging think tanks stimulate thought leadership discussions and providevaluable ‘take-home’ implementable knowledge. Hosting a focus group forges meaningfulrelationships, positions you as a market leader whilst providing powerful insights into the key issueswithin the enterprise.

The Focus Groups are a series or 90 minute roundtable sessions providing the perfect platform to shareknowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there areseveral networking opportunities with over 120 of your peers.

1 DAY EVENT • 12 SYNDICATE ROOMS • 36 ROUNDTABLE SESSIONS • EXPO HALL • 120+ SENIOR CUSTOMER PROFESSIONALS

QUICK FACTS

WHAT TO EXPECT

1. Customer Engagement Transformation2. Linking Voice of The Employee and Voice of The Customer3. CX Strategies for The Customer Journey4. Evolution of Voice of The Customer5. Customer Engagement in Financial Services

6. Innovative and Disruptive Strategies in CX7. Customer Data Security & Privacy8. Artificial Intelligence & Robotics9. Customer Engagement in Retail10. Engaging with The Digital Customer11. Future of The Contact Centre12. The Evolution of CX Service Design

FOCUS GROUP WORKSHOP TOPICS

APPLY FOR A PLACE NOW - [email protected]

A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER

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FOCUSGROUPS

JOIN IN ON THEDISCUSSION!

SESSION 1: 10.55 – 12.10

Setting up a chat operation can seem daunting and knowing what KPIs matter when you manage chat vs.voice activity is very different. Interact manage successful sales and service chat operations acrossbrands like BT, Plusnet, The Times & The Sunday Times and Nintendo. In this session we will be lookingat what you should think about to ensure that you utilise your chat channel optimally in relation to yourKPIs. We’ll discuss best practice on chat and how they differ from voice and why.

• What makes a great customer experience on chat

• How can you use chat for sales and what is the ROI

• Technology is key but what do you need to consider when choosing your technology partner?

• We will also touch on best practice around training, opening hours and language

• Should you consider bots or AI, how do they fit in and where lies the future of chat?

Delivering OperationalExcellence in Chat

POWERED BY:

Sarah LeffInteract

Tina SquireInteract

BOOKYOUR PLACE:

If you haven’t alreadybooked your place, you can

do so using your NetworkingEvent App. Alternatively, please

contact an EBM member of staff orarrive in plenty of time before thesession starts. All places are on a

first come first served basis and weadvise you to book early as

places are very limited.

Sarah Leff, Operations Director, Interact

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FOCUSGROUPSJOIN IN ON THEDISCUSSION!

SESSION 2: 12.10 – 13.25

Paying for goods and services remotely today is the norm. We’ve all given our payment card details overthe phone, and have probably all wondered how safe it really was to do so.

Every contact centre that accepts credit and debit card payments over the telephone should be PCI DSScompliant. But what does that really mean? And how can customers be sure that their card data iscompletely safe?

Ultracomms gives some guidance on navigating the complex world of PCI compliance, from a customer’spoint of view.

PCI Compliance – EverythingYou Ever Wanted to Know,But Were Afraid to Ask

Brian Pennington, Regional Sales Director, Coalfire Systems & Tom Davies,Director of Development, Ultracomms

POWERED BY:

Brian PenningtonCoalfire Systems


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FOCUSGROUPS

JOIN IN ON THEDISCUSSION!

SESSION 3: 14.25 – 15.40

Consumer behaviour is rapidly changing in today’s always-on digital world. The proliferation of smartphones, social media, email, and high-tech availability means your customer is likely interacting withyour brand on a number of different devices via a vast array of channels. But what your customers seekis a seamless brand experience across all channels so their questions get answered and issues getresolved – quickly and with unprecedented ease.

Join Neil Titcomb as he shares the latest developments in omnichannel customer engagement and reallife experiences from successful customer organisations.

The Evolution ofthe Contact Centre

Neil Titcomb, Commercial Sales Director UKI, Genesys

Neil TitcombGenesys

POWERED BY:

CUSTOMERENGAGEMENTSUMMIT 2017M O N D AY, 1 3 N O V E M B E R 2 0 1 7WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOSTMOMENTUM AND IWAS TRULY INSPIRED– I’LL DEFINITELY BEBACK NEXT YEAR”CX DIRECTOR, MARKS & SPENCER

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More than 900 delegates – a new record – attended Engage Business Media’s fifthannual Customer Engagement Summit in 2016, now firmly established as Europe’spremier and most highly regarded customer and employee engagement conference.So the scene is set for a fantastic day on November 13 2017 with our sixthCustomer Engagement Summit and our Annual Engage Awards under the same roofand on the same day – it’s definitely one for your diary!

Confirmit enables organisations to develop and implement Voice of the Customer,Employee Engagement and Market Research programmes that deliver insight anddrive business change. Confirmit’s clients create multi-channel, multi-lingualfeedback and research programmes that engage customers, empower employees,deliver a compelling respondent experience, and provide high Return on Investment.Confirmit’s customer engagement model provides the power to listen to the Voice ofthe Customer, integrate it with financial, operational and free-form text data togenerate powerful insight, and take action that will deliver effective business changeand create competitive advantage.

Contact:T: +44 (0) 20 3053 9333E: [email protected]: www.confirmit.com

Intelecom is a leading provider of contact management solutions. With nearly 20years’ experience, Intelecom was one of the first to develop a cloud-based contactcentre. Highly flexible and scalable, Intelecom can be adapted to accommodatethousands of agents using any device, in any location and integrates with multipleapplications seamlessly. Intelecom is one of the few contact centre solutions that iscompletely multi-channel. Intelecom agents can respond to Phone, Email, Chat, SocialMedia and SMS enquiries all within the one application.

Contact:T: +44 (0) 333 300 0066E: [email protected] or [email protected]: www.intele.com

SPONSORS

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PLATINUM

IMImobile is a cloud communications software and solutions provider that enablescompanies to use mobile and digital technologies to communicate and engage withtheir customers. Organisations that trust us to deliver smarter digital customerengagement solutions include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL,AT&T, MTN, France Telecom, Centrica, Universal Music, Tata, the AA, the BBC andmajor financial institutions. IMImobile is headquartered in London with offices inHyderabad, Atlanta, Dubai and Johannesburg and has over 800 employeesworldwide. IMImobile is quoted on the London Stock Exchange's AIM market with theTIDM code IMO.

Contact: Noel Lavery, Business Development DirectorT: +44 (0) 7811 146356E: [email protected]

We’re a market leading provider of outsourced contact centre services and softwaresolutions for a number of the world’s most successful brands. At Kura, our philosophyis “to help people be the best they can be” and our vision is “to be recognised across allorganisations as unrivalled in developing people”.

Our software division, Inisoft, specialises in contact centre technology, designed byreal people to solve real issues. Syntelate Connect, our unified agent desktop,provides full Omni-channel capabilities, allowing your customers to engage on theirchannel of choice. Our solution provides a 360-degree view of the customer, offersseamless integration with existing technology, and allows the agent to identify therelevant customer information so they can deliver the best customer service. With awealth of experience, our customers range from SME to Multinationals and includeScottish Power, Scotiabank and Vodafone.

Contact: Michelle Jones, Head of MarketingT: 0141 272 1105E: [email protected]/[email protected]: www.inisoft.com – www.wearekura.com

SPONSORS

43

PLATINUM

Salesforce enables companies to connect to their customers in a whole new way,leveraging the combined power of cloud, social, mobile, data science, and IoTtechnologies. With its innovative Customer Success Platform, Salesforce sets theglobal standard for customer relationship management, engagement, and intelligenceby integrating sales, service, marketing, community, analytics, IoT, and appdevelopment in a trusted cloud for businesses of every size and industry.

Contact:T: 0800 0921223 (Freephone)W: www.salesforce.com/uk

Webio’s intelligent customer engagement platform allows contact centres toeffectively engage with their customers. Using the power of artificial intelligence tostreamline and blend inbound and outbound customer engagement across new andexisting channels –Messenger, WhatsApp Telegram, SMS, E-mail etc. Webio AIagents manage low value conversations whilst working alongside contact centreagents to assist them in making decisive and effective outcomes based customerresponses

Why Talk to UsCustomers are more demanding than ever. Their engagement expectations haveincreased exponentially and contact centres need to adapt. With Webio’sconversational interface, AI agents and intelligent engagement platform, adapting tothis change couldn’t be easier. Improve agent productivity, reduce costs and keepcustomers happy!

Webio's conversational platform uses the power of AI to streamline communicationacross new and traditional channels. Taking unstructured inbound and proactiveoutbound messaging and blending them into conversations - intelligentconversations that deliver better business outcomes and customer experiences.

Contact:E: [email protected]: +44 203 355 9718W: www.webio.com

VoiceSage makes customer engagement smarter, giving brands proactive, intelligentconversations with their customers.

Founded in 2003 and with offices in the UK and Ireland, VoiceSage delivers proactivecustomer engagement solutions that help companies streamline and add value totheir high-volume, outbound contact activities. Its blue chip customers include Argos(Home Retail Group), Capital One, Thames Water, AXA Insurance and Shop Direct.

For more about us and our work, don't miss VoiceSage customer Elmbridge Council’spresentation (Hall 1, 12.35-13.00) on deploying our proactive contact technology aspart of an innovative Citizen Relationship Management initiative that's aboutdelivering 'Brilliant Service Every Time’.

Contact:T: +44(0) 121 371 0896E: [email protected]: www.voicesage.com

In previous times omni-channel design was guided by the drive for ‘digital first’. As advice this is nolonger sufficient. For instance, how do you create the right balance between automated delivery and thehuman touch? How do figure out when a bot can augment or substitute live assistance? Can weanticipate when this improves or degrades a service experience?

Choices are increasingly complex. We can engage with customer by voice, text and video. We can do thisreactively or proactively. Engagement can be offered as a live service, automated service or a blendedservice. These service conversations can flow across devices and communications channels. So how do wedesign service experiences that work for both the customer and brand?

The answer lies in a complete overhaul of your design framework.

WHY ATTEND• How to increase adoption of new digital channels• How to reduce demand for more expensive channels• How to prioritise new channel investments• Improving your omni-channel service design skills• Updating yourself on customer service engagement trends

COURSE DETAILS• The principles of effective omni-channel service design• How to use the omni-channel design framework• How to set up a profiling programme to segment customers’ digital preferences• How to evolve customer journey mapping for omnichannel service design• How to select the right channel mix for assisted and self service• A detailed review of the latest voice, video and text service channels

COURSE FEATURESDURATION: 1 day (8 hours)

COURSE DATES AND VENUES:- 12 April 2017 Blue Fin Venue, London

- 17 May 2017 The Studio, Riverside West, Leeds

COST: £595 + vat

LED BY: Martin Hill-Wilson

AVAILABLE PLACES: 20

DELIVERY: Classroom

01932 302 112Daniel Keen - Training Sales [email protected]

FROM GOOD TO GREAT INOMNI-CHANNEL CUSTOMERSERVICE DESIGN“Increased my knowledge and awareness in this subject hugely.Actual cases where IA has been successfully implemented werereally useful, particularly around ROI.”

IREEN LOCK, HEAD OF SITE/OPERATIONS MANAGER, THE AA

MASTERCLASSES

44

SPONSORS

45

GOLDCX Company automates the customer experience for the enterprise. Its solutionshelp clients reduce service costs, increase self-service and boost customersatisfaction by leveraging chatbots, virtual assistants and in-app engagement.

DigitalCX, CX Company's customer experience platform, enables companies tomanage Q&A, automate conversations, and proactively engage customersacross all your digital channels and touchpoints. The platform can easily beintegrated with your CRM and other third party applications like FacebookMessenger. This enables you to make every customer interaction personal andrelevant. CX Company combines AI with easy to design business rules that helpcreate value for both your business and your customers.

With DigitalCX, CX Company has over 10 years of experience in helping majorcorporations all over Europe with their digital customer experiencetransformation.

Contact: E: [email protected]: +44 1425 614 070W: www.cxcompany.com

Ember is a business services group helping organisations to deliver commercialvalue from customer management strategies through four integrated business.Ember Services provides customer management consulting and analyticsservices including procurement and digital transformation strategies to optimisecustomer engagement.

Ember Real Results delivers lasting performance improvement throughspecialist learning and skills development – from agent performance toleadership and management solutions. Ember Contract Solutions is a fullyregulated law firm, providing specialist and integrated legal and commercialsupport for outsourcing and technology contracting.

Mottram Search is a talent search and recruitment specialist sourcingprofessionals across operations and change management, outsourcing andtechnology, digital and marketing, and customer experience and insight.

Contact: Sue Rix, Head of Marketing. Ember GroupE: [email protected]: +44 (0) 7494 559488W: www.embergroup.co.uk

KCOM is an “experience integrator” created for today’s unpredictable world.We help enterprises and public sector organisations to re-imagine and re-architect their IT and communications infrastructure to deliver easierexperiences for their customers.

With “best in class” consultancy, architecture, delivery and service management,KCOM works with its customers to deliver on the promise of digitaltransformation and the public cloud. We help organisations transform theiroperations and experience to become more customer-centric, agile and efficient.

Contact: Ellie Cornick, Marketing Programme ManagerE: [email protected]: www.kcom.com

Mobile customer service is not just a set of new devices to consider. It’s a whole new revolution inmindset and behaviour that’s been catalysed. Multiple UK research shows the breadth and depth of ouralways connected mobile lifestyles. Instant, low effort, real time, autonomous engagement characterisethis new world.

Even though whole sectors such as retail and travel are being rapidly transformed by these expectations,few service organisations are close to such capability or indeed have explicit plans to catch up. Yet mobilefirst services such as WeChat have already demonstrated a whole new world of opportunity. In otherwords the ‘Swiss army knife’ level of functionality embedded in smart phones reinvents how customer andbrand can help each other in service resolution.

It’s time to re-imagine customer service.

WHY ATTEND• Understanding how customer journeys change in a mobile context• A new framework to house the mobile customer service experience• Servicing more customers who engage by smart phone and tablet• Examples of how others are making the transition

COURSE DETAILS• Latest research on UK consumer mobile behaviour• Designing for the mobile user experience• Next generation interfaces that work for mobile customer service• Understanding omni-channel expectations in a mobile context• Leveraging smart phone capability for unique service experiences• Designing effective mobile service experiences

COURSE FEATURESDURATION: 1 day (8 hours)

COURSE DATES AND VENUES:- 11 April 2017 Blue Fin Venue, London

- 16 May 2017 The Studio, Riverside West, Leeds

COST: £595 + vat

LED BY: Martin Hill-Wilson

AVAILABLE PLACES: 20

DELIVERY: Classroom

01932 302 112Daniel Keen - Training Sales [email protected]

REDESIGNING YOURMOBILE CUSTOMERSERVICE EXPERIENCE

“Thanks for yesterday. The team enjoyed the trainingand learnt a lot.”

BIAN SALINS, HEAD OF SOCIAL - DIGITAL AT TSB

MASTERCLASSES

46

SPONSORS

47

SILVER

Interact is a medium sized outsourcer headed up by the ex-management team ofone of the world’s largest outsourcers. Set up in 2010, the company has sites inRichmond and Wigan with approximately 300 seats working for clients such asEE, The Times, Nintendo, PayPal, eBay, Elavon and BT. Using our 100+ years ofmanagement experience in contact centres, our aim is to achieve operationalexcellence – through a combination of a focus on the working environment,deployment of the latest technology, and a 'flat' management structure gearedaround the needs of the employees.

Contact: Tina Squire, Strategic Contact Centre Operations Director, InteractE: [email protected]

Ultracomms was founded over a decade ago as Europe’s first cloud-basedcontact centre services provider. Today, the company is positioned as one of theUK’s most innovative contact centre platform providers, with both PCI DSS level1 certified cloud and scope reducing on-site payment solutions. Its’ services helpclients to achieve: better customer engagement and real-time responsiveness;reduced contact centre cost of ownership; simplified infrastructure; staffoptimisation; compliance; and visibility of contact centre performance.

Contact: Liz Rawlins, Head of Marketing, UltracommsE: [email protected]: + 44 (0)7919 275070 W: www.ultracomms.com

Genesys® powers more than 25 billion of the world’s best customerexperiences each year. We put the customer at the centre of everything we doand passionately believe that great customer engagement drives great businessoutcomes. More than 10,000 companies in over 100 countries trust theindustry’s #1 customer experience platform to orchestrate seamlessomnichannel customer journeys and build lasting relationships. With a strongtrack record of innovation and a never-ending desire to be first, Genesys is theonly company recognised by top industry analysts as a leader in both cloud andon-premise customer engagement solutions.

Contact: Neil TitcombW: www.genesys.com/uk T: +44 (0)2038 083 999T: 07919 173376E: [email protected]

SPONSORS

48

BRONZE

CallMiner believes that resolution is the fundamental driver of positivecustomer experiences. With the tagline “Listen to Your Customers, ImproveYour Business” our goal is to help companies automate the overwhelmingprocess of extracting insight from phone calls, chats, emails and social media todramatically improve customer service and sales, reduce the cost of servicedelivery, mitigate risk, and identify areas for process and product improvement.Highlighted by multiple customer achievement awards, including six SpeechTechnology awards in the past four years, CallMiner has consistently rankednumber one in customer satisfaction, including surveys conducted by DMGConsulting and Ovum.

Contact: Frank Sherlock, General Manager UKT: +44 115 906 1142E: [email protected]: www.callminer.com

Netcall helps you to engage effectively with customers. We create, maintain andsupport software applications to support this goal. Manage contact from start tofinish with our customer engagement (CX) platform Liberty. Join up your frontand back office to deliver a seamless customer experience. Access data andcontent in one place, so agents have a full view of each customer.

Transform customer engagement. Work smarter, gain competitive advantage,lower operating costs and achieve targets. Deliver superior customer serviceany time, any place, anywhere. Join 700 organisations that already have. Visit us at stand 6 to learn more.

Contact: Louise WrightT: 0330 333 6100 and say “Louise Wright”E: [email protected]: www.netcall.com/multichannel

Zendesk builds software for better customer relationships. It empowersorganizations to improve customer engagement and better understand theircustomers. Zendesk products are easy to use and implement. They giveorganizations the flexibility to move quickly, focus on innovation, and scale withtheir growth.

Contact: Jonathan MunnE: [email protected]: www.zendesk.com

EMPLOYEE ENGAGEMENT SUMMITTHURSDAY 20TH APRIL 2017

20APR 2017

CUSTOMER DATA SECURITYIN FINANCE AND RETAILTHURSDAY 18TH MAY 2017

18MAY2017

CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 6TH JULY 2017

06JUL 2017

EVOLUTION OF WORK CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

ENGAGE FOCUS GROUPSTUESDAY 26TH SEPTEMBER 201726

SEP 2017

INTERNAL COMMUNICATIONS CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

CUSTOMER ENGAGEMENT SUMMITMONDAY 13TH NOVEMBER 2017

13NOV 2017

2017 ENGAGE AWARDSMONDAY 13TH NOVEMBER 201713

NOV 2017

EBM GROUP EVENTS

www.ebm.mediaLive events proudly organised by Engage Business Media Ltd

OFFICIAL FUTURE OF THE CONTACT CENTRE GUIDE · A warm welcome to our Future of the Contact Centre Conference, now ﬁrmly established as the UK’s premier customer contact event.

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