Let’s build better experiences for your customers
This conference will take a deep dive into how organisations are having to handle more information every day than ever before, as nearly 2.5 quintillion bytes of data are generated daily. This sheer amount of data can quickly become unwieldy on both a company and at employee level – by joining this event, you’ll learn how to manage data to improve your organisational offering.
As employees gain both knowledge and experience within their jobs they constantly develop know-how, skills and insight about the organisation and customer problems – this is built up over time and good knowledge management strategies also mean that this expertise is not lost forever when employees leave.
Case Study Presentations
What to expect
How KM Can Improve Customer Experience
Centralising customer information can help to transform CX and increase customer retention and loyalty as a result. Discover how to unify the customer journey using Knowledge Management by attending this stream.
Exploring User Intent by Looking at Customer Moments
Using Knowledge Management techniques to analyse customer moments allows organisations to segment and customise offerings based on what your customers really want. The more we know, the more we can serve up content and support techniques that marry up with the intent of our users.
Transforming Digital Customer Data into Knowledge About Customers
Data is the key to unlocking crucial insights about our customers. Those who dive into their digital customer data will be able to transform and thrive based on the key information hidden in customer data.
Internal & External Knowledge Management Benefits
Knowledge Management is key for both customer and employee engagement. From training and learning benefits internally, to creating great customer experiences externally, there are huge benefits for those adopting Knowledge Management techniques.
Engaging Customers Across Different Channels
Successful Knowledge Management allows us to create a truly omnichannel approach to our customers, providing a seamless experience whichever way they choose to reach us.
Personalising Customer Journeys
The data and insights that can be gained through centralising the information we hold about our customers allows us to personalise the customer journey in ways that has never been possible before. Don't miss this stream if you want to create a personalised, seamless experience for your customers.
What Will Knowledge Management Look Like In The Future
The future is bright when it comes to Knowledge Management - as a relatively new topic in Customer Experience, those organisations who have centralised their information in the right ways are already reaping the rewards, and this has only just begun...
Satisfying Customer Demand for Excellent Service
In the modern world, our customers demand more than ever. A key technique in going above and beyond to delight our customers is utilising the knowledge we hold internally. Join this stream to discover how to utilise Knowledge Management to surprise and delight your customers.
Brendan ThompsonFacebook Knowledge Management Lead
I’ve worked as a professional librarian for close to twenty years in both public and private settings. I started as a paraprofessional at North Carolina State's DH Hill Library and eventually transitioned to the US Environmental Protection Agency (EPA) and the National Institute of Environmental Health Science (NIEHS) while pursuing my Masters in Information and Library Science from UNC-Chapel Hill's School of Information and Library Science (SILS). After Graduate school I began my professional career at an environmental consulting agency in Boston and a clean energy think-tank, Rocky Mountain Institute (RMI) in Boulder, CO. My experience as a knowledge manager and Research Librarian at RMI help me jump into the tech world where I focused solely on knowledge management at Uber Technologies in San Francisco, CA. I now lead the strategy and conversation for our Global Marketing Solutions Learning team around Knowledge Management at Facebook. I focus on capturing institutional knowledge from around the globe using a content management tool and old school librarian organization. I have presented on using digital tools to connect and communicate to unique user groups in chapters of 21st Century Black Librarian in America: Issues and Challenges and at conference presentations including the Joint Conference of Librarians of Color, 2.0 and Beyond!: Helping seniors interact and Special Library Association, Chicago 2012, Suddenly Solo: What To Do When It’s Suddenly Just You and most recently at the 2017 Special Librarians Association Annual Conference's Dream Jobs Panel, held in Phoenix. I have had great opportunities and have gained a unique perspective into libraries and knowledge centers and look forward to the future of libraries and knowledge management.
Matthew KempFormula 1 Head of CRM & Customer Operations
Matt Kemp leads F1’s CRM, Marketing Technology and Customer Operations strategy, overseeing the implementation of CRM solutions across F1’s commercial teams, customer service & channel management. This is supported with L&D & Knowledge base tools through to defining the marketing tech stack; where ultimately, all areas converge to form one overall solution. Time really is a key factor with F1 fans, especially during races. When people see a complaint go unanswered, it looks like avoidance — or worse, indifference. Canned, unemotional and impersonal responses are not what we do so the content needs to be personal, emotional, urgent and practical. It’s what we expect and what our fans demand. We don’t need to emphasise with fans when we feel their pain; we give them the service we would expect ourselves. Knowledge Management is key to this success. Building up content that is useful, readily available and can be created and served dynamically is a critical element in creating a leading event driven support solution. Matt is still in the early stages of implementing Knowledge Management with clear plans and aspirations on what F1 needs to achieve over the next phase of their journey.
Bonnie CheukAstraZeneca Senior Director, Head of Business & Digital Transformation
A strategic, hands-on, business & results-driven professional with strong digital transformation, digital channel management, information & knowledge management, collaboration, social media and Enterprise 2.0 expertise. 20+ years of international working experience with multinational corporations in HK, Singapore, USA, UK and Europe. Ability to blend change management, communication/facilitation skills with deep understanding of the latest technologies to deliver business solutions and drive change. Based in Cambridge UK, currently partnering with C-Suite, business and technology leaders to establish a knowledge-driven strategy as part of a major business and digital transformation programme. Bonnie focusses on reimagine learning, in particular, building digital and data literacy and learning agility to prepare all employees for the future of work where digital/AI/Data is ubiquitous.
Kate JonesRoyal Mail Group Head of Knowledge Management
Kate Jones leads a team of 80 people in Royal Mail providing a centralised knowledge management service to the UK business. The team provide regular reporting, data provisioning, master data management and business partnering services. Kate has worked for Royal Mail for over 20 years, joining the company as a Mathematics graduate and has undertaken varied roles within the organisation during her career. Her roles have focussed on data and reporting since her involvement in the company’s IPO in 2013, where data accuracy was a key area of focus. Kate has a passion for people management and empowering her team to provide an excellent service. She has built a wealth of experience regarding Royal Mail’s datasets and KPIs and her team support the operational, financial, customer and HR/people functions within the organisation. She has been leading the transition from legacy reporting practices to the adoption of BI tools such as QlikView and Business Objects, to remove manual work and increase insight into large and complex datasets.
Kathy ShineFexco Training & Knowledge Specialist
Kathy is a Training and Knowledge Specialist with Fexco. This role champions the design and delivery of training initiatives. Kathy has a passion for knowledge sharing and talent development to support best practice training management and delivery in a dynamic, client-facing, technical environment. With over 30 years of experience in the contact centre industry, Kathy has in-depth knowledge of this environment through working with operations, training and building relationships with internal key stakeholders. She works with cross-functional teams to define the scope of training interventions and designs innovative training programmes. She delivers training to a range of stakeholders using digital and blended learning methods. Kathy is deeply committed to supporting and coaching staff so they can provide the best customer experience. She creates a learning environment that nurtures positive attitudinal qualities and delivers relevant knowledge underpinned by active learning methods. Kathy’s specialises in Communication, Sales and Leadership. She won the CCA Most Effective Training Programme 2015 and CCA Team of the Year BPO and Outsourcing 2019.
Dana TessierShopify Director of Knowledge Management
Dana Tessier is an accomplished knowledge management (KM) practitioner and has designed and implemented strategies for high tech companies in fast-paced and high growth environments receiving industry accolades. She earned a Master's in Library and Information Studies from McGill University where she specialized in KM. She has published and presented on e-learning, information architecture, information overload, information seeking behaviour, knowledge sharing, KM strategy, leadership, and user adoption. She is currently the Director of Knowledge Management at Shopify. She is the editor of Organizational Culture Strategies for Effective Knowledge Management and Performance which will be published by IGI Global in September 2021.
Barbara BitondoThe World Bank Group Designer, Knowledge Solutions
Barbara Bitondo is a senior specialist who leads strategic, transformational corporate initiatives and global knowledge-sharing experiences in partnership with learning, communications, information management and human resource teams at the World Bank Group. She has been recognized for designing replicable, scalable experiences that expedite tacit knowledge transfer and combine emerging/existing, synchronous/asynchronous technology in new ways. Barbara is passionate about connecting and engaging diverse groups, matching needs with know-how, and values elegant, memorable and impactful solutions with measurable results.
Martin HanleyMarks and Spencer Customer Experience Manager
Martin Hanley is there Customer Experience Manager at Marks and Spener. He has worked there for the past year.
Pete Poul-GrafDHL VP, Global Service Desk
Recognized as a direction-setter and transformational leader, my passions are customer service, continuous improvement, and helping others achieve goals. With a “no excuses” approach to IT operations, I earned rapid promotion through Avnet and DHL into increasing responsible executive roles for my ability to catalyze measurable high performance.
Cat-Dan Lai-SmithWorld Vision International Knowledge Management & Capability Manager
Cat-Dan Lai-Smith is the Knowledge Management and Capability Manager for the Global Livelihoods Sector. She oversees the WV Livelihoods Community of Practice of 1,000 practitioners and manages the sector’s knowledge management strategy. Her main priorities include identifying capacity-building needs and enabling technical practitioners to develop and share their best practices to enhance programme quality. Prior to this, Cat-Dan was part of Oxfam GB’s International Programme Quality Team where she supported technical programme advisors to develop and profile research publications promoting best practices. Cat-Dan also served as the chief consultant for a collaborative project with ECPAT International and Religions for Peace to equip faith leaders in protecting children from online sexual exploitation. Cat-Dan holds a double major Honours BA in Political Science and Religious Studies from Western University, and is based near Nottingham, UK.
Victoria DuxburyBryan Cave Leighton Paisner LLP Associate Director, Knowledge Development Lawyer
After a decade at the real estate transactional coalface Victoria transitioned to a knowledge development role having nurtured a particular interest in legal innovation, accessibility and communications. She now leads the core real estate knowledge development team at Bryan Cave Leighton Paisner. Victoria comments: “As one of the world’s leading real estate practices, the wealth of real estate knowledge at BCLP is staggering - my team’s job is to nurture that and ensure that it is accessible to all (including our clients), embracing cutting edge tech and outside the box process along the way."
Karina BattagliaMicrosoft Customer Success Manager
Rupert LescottPwC Middle East Director, Knowledge Management
Rupert has 12 years' experience of working in knowledge management (KM) across many sectors. He has a military background, serving for 10 years as a British Army officer before moving into banking. He returned to the military in 2008 to go to Afghanistan and then worked for 3 years as a lessons analyst in the British Army's Lessons Exploitation Centre (LXC). In this role he enhanced the LXC's analytical capabilities through the introduction of taxonomies, keyword, thematic and trend analysis. He was also the Senior Land User for the enhancement project of the Defence Lessons Management System (DLIMS). From the LXC, he was recruited into Knoco, a boutique firm of KM consultants, where he broadened his KM exposure to include capability assessments, KM strategy and framework development, implementation planning, lessons capture and quality control, Retention & Transfer and design/delivery of KM training. Rupert joined the Dubai Electricity & Water Authority (DEWA) in May 2018 as a KM Specialist, where he introduced or enhanced KM training, KM toolkits, KM pilot projects, lessons management, knowledge mapping and risk management, knowledge assets and Retention & Transfer, as well as providing KM advice to any initiatives as requested. Rupert joined PwC Middle East in March 2020, and has designed, and is leading, the KM function for the Consulting Line of Service. This includes the creation of a KM policy, KPIs, KM tools, portal development and online KM training modules.
Alana CentoSinequa Sr. Product Marketing Manager
Alana is a member of the Sinequa Product Marketing team, focused on helping enterprises unleash the power of AI and Intelligent Search. She has spent most of her career working with business leaders as they leverage the right technology to solve their most pressing challenges.
Tom LeatherPanopto Enterprise Account Executive
Since receiving his MBA in 2014, Tom’s career has been guided by technology’s ability to maximise human performance. Over several years, Tom has worked with a diverse portfolio of organisations, ranging across elite sport, military services and the Fortune 500. Currently an Enterprise Account Executive at Panopto, Tom helps organisations see value in providing engagement-focused strategies and SaaS applications, to maximise human performance across Learning & Development, Corporate Communications and Sales & Marketing initiatives.
John BousfieldVerint Solutions Consultant
Up to date knowledge of a wide range of IT technologies with depth in virtualisation, switching/routing and communication/collaboration tools.
Matthew YoungVerint Account Manager
Dynamic, proactive and results oriented leader, with specialism in the Contact Centre Industry. A proven track record of success in leadership, business development, sales growth, marketing and project Management. Experienced and skilled in developing high level strategy, ensuring its successful operational delivery through strong leadership, direction, focus and communication. A track record of achieving results beyond target.
Martin Hill-WilsonBrainfood Consulting Founder
Martin is a leading customer engagement and digital business strategist and an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low-effort customer experience, 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 internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.
Gerry BrownCustomer Lifeguard Chief Customer Rescue Officer
Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of expiring and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include East Sussex County Council, B3 Living, National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).
“A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation”VistaJet,
“Easy to register and access presentations. Very well organised and chaired. Great case studies focused on current affairs”HSBC Plc,
“I can't commend you enough on the quality of speakers. Excellent to hear from world class brands all in one place"Marks & Spencer,
“The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology.”Canada Life Ltd,
“Thanks to the conference, I felt more confident and encouraged after the day about implementing customer strategy into my work.”Serco,
Infused with AI, eGains knowledge-powered software automates digital-first experiences for enterprises and government agencies. Pre-connected with leading CRM & contact center systems, the eGain platform delivers quick value and easy innovation with virtual assistance, customer self-service, and modern agent desktop tools.
Sinequa serves both large and complex organizations with the most complete enterprise search, ever. Customers employ our intelligent search platform to connect all content (both text and data), derive meaning, learn from user interactions, and present information in context. This solves content chaos and informs employees through a single, secure interface. They get the knowledge, expertise, and insights needed to make informed decisions and do more, faster. These organizations accelerate innovation, reduce rework, foster collaboration, ensure compliance, and increase productivity. Become Information-Driven™ with Sinequa.
Twitter: SINEQUA (@sinequa) / Twitter
At Shelf, we take pride in providing our users with the absolute best experience by connecting them with the most intelligent KM platform on the market. We’re helping customer service departments and companies around the world solve their distributed workforce needs by ensuring knowledge workers quickly find the answers they need to solve everyday problems.
Victoria Park Plaza Hotel
239 Vauxhall Bridge Road, London, SW1V 1EQ – Lower Level 1
HOW TO GET HERE
Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.
Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.
Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.
– Take the Victoria Line Southbound towards Brixton on the London Underground
– Depart at London Victoria Station
– Walk south on Wilton Road for 100 metres and Park Plaza Victoria London will be on your left
– Take the London Underground, eastbound on the Piccadilly line
– Change at Hammersmith Station and take the District line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left
– Take the Gatwick Express train to London Victoria Station
– From the station, take the exit by Platform 2
– Turn right and walk 100 metres
– Park Plaza Victoria London will be on your left
– Take the Stansted Express train to Liverpool Street Station
– Change to London Underground and take the Circle line to London Victoria Station
– Walk south on Wilton Road for 100 metres
– Park Plaza Victoria London will be on your left