Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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PLENARY KEYNOTES |
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09:10 |
Putting Customer Engagement Strategies into a Profitability Context Professor – Malcolm McDonald, former Professor of Marketing, Cranfield University School of Management |
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09:30 |
Levi Strauss Case Study: Embracing Evolution for the Seamless Customer Experience Seth Ellison, Executive Vice President and President, Europe, Levi Strauss |
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09:50 |
Customer Engagement Starts with Engaged Contact Centre Agents – New Study Reveals “Health” of the Front Line Tom Goodmanson, President and CEO, Calabrio |
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART ONE |
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11:00 |
Barclays Case Study: #Leadershiprocks – Creating a Leadership Movement to Accelerate Customer Experience Transformation Rich Davies, Head of Colleague Wellbeing and Citizenship, Barclays |
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11:20 |
Express Gifts Case Study: Using Customer Engagement Tech to Deliver Customer Intelligence, Resolve Credit Issues and Improve Contact Centre Responsiveness Dawn Roberts, Operational Strategy & Planning Manager, Financial Services, Express Gifts |
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11:40 |
UNICEF Case Study: Transforming the Customer Experience at UNICEF Vicky Johnson, Head of Supporter Care & Carine Bambara, Advisor for Supporter Care Team, UNICEFUK |
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Customer and employee engagement, Part two |
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12:00 |
Affinity Water Case Study: Automation Versus Participation Amanda Reynolds, Director of Customer Relations (Household), Affinity Water |
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12:20 |
Window or Aisle? Why we Should Love the Middle Seat Claire Sporton, Vice President, Customer Experience Management, Confirmit |
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12:40 |
N Brown Group Case Study: First for Customers – Fit for the Future Keith Milum, Head of Customer Services, N Brown Group |
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CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART ONE |
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14:00 |
easyJet Case Study: Putting the Customer on the Flight Deck Sophie Dekkers, UK Country Director, easyJet |
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14:20 |
AI For Customer Engagement: Chatbots, Guided Processes and More John Connors, Senior Director, Digital Transformation EMEA, eGain Worldwide |
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14:40 |
Johnnie Johnson Housing Case Study: Living Longer, Living Better Kathryn Bradbury, Assistant Director Homes and Services, Johnnie Johnson Housing |
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ENGAGING WITH THE DIGITAL CUSTOMER ACROSS THE ENTERPRISE |
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15:50 |
Topdanmark Insurance Case Study: How to use Speech Analytics to Improve The Digital Customer Journey Minna Olesen, CX Analyst, Topdanmark Insurance |
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16:10 |
SmartBill Case Study: Lessons Learned from The Launch of a Start-Up Nikhil Shah, CEO, SmartBill |
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THE FUTURE OF WORK |
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16:30 |
Uber Case Study: The Future of Urban Mobility Erinn Collier, Head of UK, Uber For Business |
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16:50 |
LUX* Maldives Resorts Case Study: Building a Sustainable Service Culture as Your Competitive Differentiator Hussain Afeef, Regional Director of Training, Development and Quality Assurance, LUX* Maldives Resort |
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17:10 |
Landspitali University Hospital Iceland Case Study: Getting Healthcare Employees Excited to Learn About CI and use The Knowledge in The Field Viktoría Jensdóttir, Project Manager, Landspitali University Hospital |
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17:30 |
Chair’s Summary Mike Havard. Director, Ember Services |
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HALL 2 AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT IN UTILITIES AND FINANCIAL SERVICES |
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11:00 |
Metro Bank Case Study: Fan-Atical Execution in a High Growth Business Andrew Richards, Head of Regional Retail Banking, Metro Bank |
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11:20 |
Utility Warehouse Case Study: How Cognitive Knowledge is Enabling us to Have More Human Conversations and Become Emotionally Engaged with our Customers Charlie Ferris, Head of Customer Service, Utility Warehouse |
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11:40 |
Fidelity Case Study: Voice of the Client: Infusion or Transfusion Stella Creasey, Global Voice of The Client Lead, Fidelity International |
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INNOVATIVE AND DISRUPTIVE STRATEGIES IN CX, PART ONE |
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12:00 |
The Digital Advantage – Disrupt the Disruptors Brendan Dykes, Product Marketing Director, Genesys |
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12:20 |
NS&I Case Study: Innovation Through Experimentation – The Next Big Thing In Business Sandra Schroeter, Product Marketing Man |
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12:40 |
Disney Case Study: How Disney Uses Customer Value to Innovate Customer Experience Chris Humphrey, Associate Partner & Andy Wilkins, CEO & Co-Founder, BE Advisory |
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EMPLOYEE REWARD RECOGNITION AND RETENTION |
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14:00 |
Heathrow Airport Case Study: The Magic of Mojo- Heathrow’s Reward and Recognition Journey Paula Stannett, Chief People Officer, Heathrow Airport |
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14:20 |
Employee Reward, Recognition & Retention – Make It Sensational! Kev Jefcoate, Director, Marketing Communications, Grass Roots Group |
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14:40 |
Donor Experience Case Study: The Value of a Promise Richard Spencer, Director For The Commission, Donor Experience |
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CUSTOMER ENGAGEMENT ACROSS THE ENTERPRISE |
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15:30 |
Allianz Global Case Study: Move Fast And Make A Big Impact Allison Windon, Global Director of Customer Experience, Allianz Global Corporate & Specialty & Michael Maicher, Global Head, Allianz Global Broker Management |
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15:50 |
Direct Line Group Case Study: Delivering Better, Smarter Communications to Our Customers Satarupa Banerjee, Direct Marketing Manager, Direct Line Group |
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16:10 |
Let’s Not Neglect The Humans! Carolyn Blunt, Managing Director, Ember Real Results |
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CUSTOMER ENGAGEMENT IN AI, IOT AND ROBOTICs |
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16:50
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Centrica Connected Home Case Study: Deliver an Exceptional Customer Experience with Intelligent, Connected Service Neil Procter, Global Head of CRM Centrica Connected Home & Dave Thomson, Principal Solution Engineer-Service Cloud, Salesforce |
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16:50 |
Chair’s Closing Remarks Helen Wilson, Managing Director, IPSOS Loyalty |
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HALL 3 AVAILABLE PRESENTATIONS |
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CUSTOMER ENGAGEMENT IN RETAIL, PART ONE |
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11:20 |
Pizza Hut Case Study: Making the Stories Come Alive – How Pizza Hut Restaurants Leverage Customer Feedback Data to Map Out their CX Journey Cary Lawton, UK Guest Experience Manager, Pizza Hut & Matt Trickett, Customer Success Manager – Hospitality Team Lead,InMoment |
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11:40 |
Waitrose Case Study: Saving £3.5 Million Through Partner Ideas Stuart Eames, Operational Improvement Manager, Waitrose |
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EVOLUTION OF VOC AND VOE ACROSS THE ENTERPRISE |
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12:00 |
Virgin Holidays Case Study: Using the Customer Journey to Build Your Brand Kate Burgess, Head of Customer Experience, Virgin Holidays |
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12:20 |
Are you Sitting Comfortably? You Shouldn’t be… Tim Pritchard, Managing Director, Customer Experience, Kantar TNS |
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12:40 |
Northumbrian Water Case Study: Customer and Employee Engagement Through Cultural Transformation James Muir, Transformation Development Manager, Northumbrian Water |
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INNOVATIVE & DISRUPTIVE STRATEGIES IN CX, PART TWO |
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14:00 |
Why You’re Doing Influencer Marketing Wrong and How to Get it Right… Harry Hugo, Director, Goat Agency |
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14:20 |
How the Latest Technology Is Responding to Customer-Led Disruption Lorna Crowley, Head of Marketing & Xavier Legrand, Head of Product, Engage Hub |
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14:40 |
How to Decide What to Spend Your Time/Money on (And How to Get People to do Big Things) Paul Armstrong, Digital Marketer, Strategist & Technology Advisor |
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CUSTOMER ENGAGEMENT IN TRANSPORT, FINANCIAL SERVICES AND RETAIL |
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15:30 |
If Insurance Case Study: How One of the Largest Scandinavian Insurance Companies Adapts to their Consumers Evolving Needs Thomas Rodseth, VP Product & Marketing, Puzzel |
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16:10 |
Eurostar Case Study: Mapping Customer Journeys From Your Customers’ Verbatim Comments Laure Noireau, Customer Insight Manager at Eurostar & Laurent Garnier, CEO, KPAM |
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CUSTOMER DATA AND PRIVACY INCLUDING GDPR |
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16:30 |
Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer |
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16:50 |
Cordery Compliance Case Study: GDPR Fake News Live – Separating the Fact From the Fiction Jonathan Armstrong, Partner, Cordery Compliance |
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17:10 |
Panel Discussion Guy Johnson & Jonathan Armstrong |
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17:30 |
Chair’s Closing Remarks Martin Hill-Wilson, Founder, Brainfood Consulting |
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HALL 4 AVAILABLE PRESENTATIONS |
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CUSTOMER AND EMPLOYEE ENGAGEMENT, PART ONE |
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11:20 |
Inspiring Customer Loyalty Obi Abuchi, Consulting Director, NKD |
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11:40 |
Motability Operations Case Study: Values & Behaviours Vs. Process & Memory: How to Utilise Technology to Get the Basics Right Laura Hughes, Training and Communications Manager, Motability Operation |
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FUTURE OF THE CONTACT CENTRE |
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12:00 |
Are You a Customer Service Leader or Laggard? Arceeb Moughal, Director of Commercial, Kura & Oonagh McBride, Head of Inisoft, Inisoft |
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12:20 |
BT Case Study: BT’s Customer First Transformation Abby Thomas, Director of Transformation and Change, BT |
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CUSTOMER ENGAGEMENT TRANSFORMATION, PART TWO |
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14:00 |
Perceived Customer Value: The New Competitive Battleground Professor Moira Clark, Director, Henley Business School |
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14:20 |
Crack the Code: Upgrade Your Customer Experience, One Conversation at a Time Sally Earnshaw, Managing Director, Blue Sky Performance |
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14:40 |
Daily Mail Group Case Study: Humankind Suzi Caesar, Head of Customer Services, DMG Media |
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THE EVOLUTION OF CX SERVICE DESIGN |
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15:30 |
Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung |
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15:50 |
CX Service Design – Evolution or Revolution? Darryl Beckford, Head of Digital Acceleration, KCOM |
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16:10 |
Bupa Case Study: Getting the Experience Right, By Design Sean Risebrow, Director of Customer Experience & Anna Wilcox, Head of Customer Experience, Bupa |
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CX STRATEGIES FOR THE CUSTOMER JOURNEY, PART TWO |
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16:30 |
Rail Delivery Group Case Study: All Change: The Customer Journey in the Age of Cloud Alastair Page, Senior Service Delivery Manager, Rail Delivery Group & Martin Taylor, Co-Founder & CMO, Content Guru |
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16:50 |
EE The Forest for The Trees: Drive Customer Engagement Through Complete Understanding Richard Burns, Director of Strategic Sales, Nice Satmetrix |
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17:10 |
Raleigh International Case Study: Engaging with Millennials James Sutton, Business Development Strategist, Raleigh International |
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17:30 |
Chair’s Closing Remarks Alyson Fadil, People Director, Missguided |
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