a jam-packed day of diverse content covering all aspects of customer engagement
Explore the role of human experience and technology as CX becomes increasingly driven by holistic, predictive and precise data solutions, and examining how data and analytics are integral to the CX programmes of the future.
Hear from top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement. Join us live at the The Brewery, London on the 28th November 2023 to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement.
4 x Stages
CASE STUDY PRESENTATIONS
What to expect
Customer Engagement Transformation
With the digital revolution in full swing, organisations must consider their customers’ needs to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing inexorably.
CX Strategies for the Customer Journey
Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ journey, or they will lose them. To do this, they must develop innovative strategies that keep abreast and indeed ahead of customer demands.
The Future of CX
The world of customer engagement and experience is evolving and evolving rapidly. The pace of change continues to accelerate. Join this stream to ensure your CX strategies are fit for what the future holds.
Creating Value in the Contact Centre
Contact centres are ideally placed to become the beating heart of an organisation. With the contact centre space providing a significant, growing opportunity for customer experience, these touchpoints provide a powerful tool to transform the success of a brand in today’s digital world.
Evolution of VOC Across the Enterprise
Customers are playing an increasingly important strategic role in developing organisations’ services and products across channels, and the Voice of the Customer is critical to the development of customer engagement strategies. These are business-critical issues.
Combining CX Strategy with Culture
Organisational culture is a key ingredient to creating great customer experiences. Join this stream to discover how to embed a CX-orientated culture into your organisation.
The Evolution of CX Service Design
Service design is a hot topic picking up where the customer journey left off. Service by design is an increasing imperative in an age where digitally-savvy consumers have increasingly higher expectations of their service providers and expect a seamless experience every time.
Artificial Intelligence and Robotics
The burgeoning new technologies surrounding the world of AI and Robotics present many opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees.
Using Customer Insights to Personalise CX
With 91% of consumers saying that they are more likely to shop with a an organisation who make personalised recommendations to them, this really is the future of customer experience.
The best way to find out exactly what your customers want is to utilise the insights we hold on them in order to create an experience that's right for them. This stream will teach you how to do just that.
Customer and Employee Engagement
The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven a clear path from engaged employees to engaged customers to improved performance and profitability.
Innovative and Disruptive Strategies in CX
This stream explores how by harnessing innovation at the core of your organisation, you can form a winning strategy that will ultimately allow you to gain a competitive advantage.
Linking Voice of the Employee and Voice of the Customer
The ever-closing links being forged between the Voice of the Customer and the Voice of the Employee are a major industry trend. Strategies evolving around VOC and VOE are some of the most dynamic in the customer and employee engagement space.
Engaging with the Digital Customer Across the Enterprise
The days of the silo mentality and the service and experience that too often goes with it are well and truly being consigned to the dustbin of history. In the digital age, every part of an organisation needs to be joined up with the customer at the heart of its thinking as it delivers on the cx.
LJ RichBBC Click Presenter
Tarv NijjarMcDonald's Global Senior Director, Global Strategic Insights CX & AI
Maria VidlerStarling Bank Customer Outcome & Resolution Director
Nazir Ul-GhaniMeta Business Messaging Director EMEA & APAC
Alessio BagnaresiGoogle Cloud EMEA Head of AI & Advanced Analytics
solutions, strategy and Go-to-Market in the EMEA region. Alessio has been based in the UAE since 2010 and has 22 years of experience in the technology industry, with Microsoft over the past 5 years and before that with IBM for over 12 years. In his career, Alessio has had both Sales and Technical leadership roles in the technology sector and over the past 3 years has been helping customers in their Digital Transformation journey across EMEA with Microsoft and now with Google. During his tenure in the Middle East, Alessio has played an important role to advocate AI for regional startups and universities by conducting several seminars, panels and consultancy. Alessio has also been instrumental in helping Middle Eastern private and public companies to adopt AI and Analytics technologies at enterprise scale with a track record of successful deployments
Leon EllertonExperian Client Delivery and Customer Experience Director
Vinay ParmarNational Express Chief Customer Officer
Recently appointed as Chief Customer Experience Officer, Vinay is tasked with developing the Customer Experience Strategy for National Express’s UK divisions. In his 7 years with National Express, Vinay has held positions as MD of their Accessible Transport and before that UK Customer and Digital Experience Director leading the Contact Centre and Digital Commerce teams to positively transform the perception of coach and bus travel through driving excellent service throughout the customer journey. Prior to joining National Express, Vinay spent over the last 23 years working with leading brands in the Financial Services, Telecom, Automotive and Travel sectors inspiring improvements in customer service and experience.
Louise PhillipsVirgin Atlantic Holidays VP of Customer Centres
Karine Cardona-SmitsForrester Senior Analyst
Before joining Forrester, Karine was a service design lead at MOBGEN (Accenture Interactive), working with clients in a variety of industries including finance, insurance, energy, automotive, retail, and travel. Prior to that, she held senior roles in UX design and UX strategy at several firms and agencies in the Netherlands and France.
Ceri DaviesVirgin Atlantic Manager of Customer Centre - Digital Engagement Strategy
Bruce SwanPanasonic General Manager, Customer Care and Digital Service
Andy HarrisonFidelity International Vulnerable Consumers Lead
Angela Johnson De WetLloyd's Banking Group Commercial Banking Technology Leader
Ange is responsible for Governance and Compliance for Lloyd Banking Group’s Cloud Enabled Business Transformation Programme. Before her current role, Ange was Head of Cloud and Technology Change Risk.
Prior to working at Lloyds, Ange led transformation teams and programmes at Deutsche Bank including: Cloud Security, Risk and Compliance, Anti-Financial Crime Analytics, Data Quality People Change and Money Markets Finance, Risk and Regulatory Reporting.
Before joining Deutsche Bank, Ange worked as a Senior Manager at EY across Asia Pacific and EMEIA within the Financial Services Organisation focusing on Corporate Banking and Capital Markets transformation and business, technology and programme advisory. Ange started her career at IBM in Australia working as a developer, tester, designer and then business analyst and project manager.
Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.
Clare PittsPilgrims Food Master Consumer Relations Manager
Adam LoweAston Villa FC Head of Marketing
William AgnewNatwest Experience Lead - Video Banking
Nathan SandersFord Head of European Contact Centres
Hello - I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.
Sarah ReederSky Service Strategy Manager
Service Strategy Manager working in Group Service Management (GSM), focused on Digital Service: CX & Tech Futures. Supporting with the launch of new products and systems, driving operational efficiency, and looking at how we harness technology to better serve our customers as we move into the digital age of Web3.0 and the Metaverse while balancing service economics.
Before moving to GSM, I worked as Operations Performance Manager at NOW (Sky’s app-based streaming service), delivering record high customer metrics through outsource partner contact centres.
Mental Health First Aider and Wellbeing Champion for Sky – running several initiatives to empower everyone to feel supported and comfortable to discuss mental health in the workplace.
Cheryl GrahamSky Service Strategy Manager
Cheryl Graham is a Service Strategy Manager in Sky, working in Group Service Management within the Centre of Excellence, Digital Service, CX & Tech Futures. She works across the business collaborating with cross functional teams, bringing those teams together to drive excellence in the customer experience and customer service space across all channels. With technology at the forefront of almost everything we do, there is also a focus on emerging technologies, incorporating service management wraparounds whilst maintaining service economics. Cheryl’s career in technology and customer experience spans nearly 20 years across several industries, including Oil and Gas, Finance and Regulatory and Telco. She is also co-Chair of the Sky volunteer network TECHWomen, a network which champions women in technology, both in inspiring the next generation but also attracting and developing women in technology roles.