Let’s build better experiences for your customers
Attendees who attend the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have already transformed to suit the ‘new norm’ and are reaping the rewards of customer loyalty as a result.
You’ll be witness to 20 world class speakers delivering exclusive content surrounding trending topics. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.
CASE STUDY PRESENTATIONS
20 exclusive presentations
What to expect
Customer Experience Strategies for the Modern Customer
Organisations are, more than ever, needing to adapt and indeed reinvent their relationships with customers. This stream will look at how organisations are successfully addressing their CX strategies to meet the needs of the ‘modern customer.
Linking People with our Customers
This stream will delve into the changing perception of what makes a great customer experience, and how great employee experiences will allow you to thrive in the future.
Voice of the Customer
Join this stream to learn how to unlock exceptional 360° customer insights through simply listening to your customers.
The Rise of the Customer Service Design
Service Design is critical to customer experience, yet many of us give little thought to actively designing experiences in the first place. This stream will show you how to implement a new toolset that will ultimately drive profits, cost savings, and competitive differentiation.
Unlocking Exceptional Customer Journeys
An exceptional customer journey can transform retention and loyalty, so join this stream to lean how to deliver smooth, personalised customer journeys with quick resolution times.
Personalisation of the Customer Experience
This stream will explore how, by listening to and implementing what your customers want, as well as personalising each touchpoint with your organisation, you can form a winning strategy that will ultimately allow you to gain competitive advantage.
Artificial Intelligence in Customer Experience
This stream will be drilling down into exciting new areas and examining how you can implement new technologies to ultimately transform customer engagement.
Harnessing Technology in Customer Engagement
With the rapid expansion of the variety of channels customers choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a personal, contextual experience for each customer.
Allison CoucherSky Senior Service Strategy Manager
Allison has worked in the Telecommunications industry for 26 years and is currently working in Service Strategy in Sky Group Technology, focusing on TV Customer Experience and primarily the technology that underpins and supports that– a topic which she is extremely passionate about. Her focus is on ensuring that Sky customers are able to enjoy all of the great content and products that they love right now, as well as understanding their future requirements and defining strategies to accommodate customers growing and evolving needs in their connected life. Working across Sky group to ensure technology is scaled and supported; collaborating with external partners ensuring customers have access to the latest content to meet their work, education, home and health requirements in order to give a great customer experience while balancing the service economics to Sky.
Ian Webber-RostronMissguided Head of Customer Care
An experienced leader who has delivered impactful transformations for large organisations in customer service strategies, customer experience technology and contact centre operations. Specialises in customer journey design, UK, homeworking and overseas operations, supplier management, customer analytics and automation.
Martin HanleyMarks & Spencer Customer Experience Manager
Martin joined M&S just under two years ago, having previously worked in Customer Experience (CX) advisory and consulting roles, partnering with a diverse range of global organisations to define, activate and execute on their CX strategies. He now leads the Voice of the Customer programme across M&S, alongside wider measurement efforts within the Digital and Data function, helping to shape the design of products, services and experiences, ensuring they deliver value for customers. He is passionate about cultivating a culture of customer obsession in the business, empowering teams to take a data-driven approach to driving positive action and impact for customers, and connecting all of this back to tangible business outcomes.
Mark AndersonGo Ahead Group Head of Customer Experience
Mark Anderson is Customer and Commercial Director at global passenger transport operator Go-Ahead Group, with a remit spanning marketing, customer experience and innovation across bus and rail companies on three continents. He has worked within Go-Ahead for seven years, having joined as head of marketing at the company’s Southeastern Railway subsidiary and spent time on secondment to Japan and Norway before taking a role as part of the Group’s leadership team. He works across diverse strategic areas from climate change and future mobility to capturing the voice of the customer and his initiatives have included leading the Billion Journey Project, one of the UKs largest transport innovation programmes. He is a non-executive director of Go to Places, a not-for-profit body in the tourism sector and Sustainability Ambassador for IoD in Oxfordshire. Prior to entering the transport industry, he worked in the retail, leisure and hospitality industries including holding senior roles at LEGOLAND Windsor and at Warwick Castle. He is passionate about developing growth strategies aligned to customer insight and challenging the status quo to deliver elevated customer experiences.
Ola TaiwoLook Ahead Head of Customer Service
I have a passion for achieving a great customer experience and be fanatical about understanding the detail of the operation. Hands on management with strategic thinking and stakeholder influencing is as important to me as my analytical mind and a passion for hitting the numbers. A strong influencer / communicator with the ability to build effective relationships across the organisation at all levels Proven track record in recruiting, developing, coaching, mentoring and managing high performing teams of various sizes, focused on strategic improvements within the area of customer service and field operations across multiple sites.
Dave D'ArcyRingCentral Director of EMEA Customer Care and Customer Support
Dave is a vastly experienced and Industry recognised customer and contact centre expert. He has spent almost 30 years in customer oriented roles predominantly in the IT and Telecoms sector. Dave has spent the last 5 years shaping and delivering customer experience, and support in the communication SaaS (Software as a Service) area. Dave is highly awarded within his field, his recognitions include UK, European and Global Awards Dave is the Director of Customer Care EMEA for RingCentral leading a first class high delivery team of CX professional
Lynzi AshworthAon Head of Digital Marketing EMEA
Lynzi is a marketing leader who loves is fascinated by people and technology. Lynzi leads by fostering a culture of data lead decision making overlaid with marketing magic - driving commercial growth by connecting businesses and clients through storytelling and immersive experiences. Lynzi is currently leading a global digital marketing transformation program to support the continual growth of £11bn professional services organisation, as it merges with a similar sized organisation.
Mark HayesFSCS Head of Operational Support
Mark has worked in financial services for over 25 years with the last 18 spent at FSCS and is passionate about delivering the best outcomes for FSCS customers. Starting in a claims processing role under the original industry wide pension review, Mark then progressed to leading the single customer view project following the 2008 banking crisis. For the last 8 years, Mark has managed FSCS’ outsource partners, who provide the core claims processing and contact services for their customers.
Phil HobdenWolters Kluwer Tax & Accounting UK Head of Digital
With a background over 15 years in financial services & the Fintech accountancy sectors, Phil has worked for some of the largest and most innovative businesses in these industries, including Intuit, Natwest Banking Group, HSBC and now Wolters Kluwer. Phil is a contributor for Elite Business Magazine online, a serial podcast host, judge for UK Business Tech awards 2021/22 & the Global Tech awards 2022 , a public speaker (having spoken at Elite Business Live x3, Accountex x3, QuickBooks Get Connected and more) and guested on numerous industry podcasts and webinars including with industry bodies such as the ACCA. During his previous role at funding platform Capitalise as their Head of Customer Education he worked with over 1700 accountants, from Top 25 through to leading niche and boutique firms across the UK and South Africa, to help them implement funding as a service within their firms.
Frans LeenaarsTUI Group Customer Experience Director
Frans is CMO Western Region (Belgium, Netherlands, France) for the TUI Group since 7 years, overseeing all marketing & customer disciplines in the three countries. After a huge rebranding exercise towards TUI in the different markets, he worked with his teams on building a truly omnichannel brand, which resulted in several awards both for best website & best retail experience. Two years ago he has taken on the additional responsibility of Customer Experience Director for the TUI Group. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates. Frans has lived and worked in 10 countries, speaks several European languages and enjoys learning about and understanding cultural differences. He worked previously for Disney Parks & Resorts, based in Paris first as VP Sales & Distribution EMEA and later as VP Marketing & Sales Benelux & Germany, Switzerland & Austria. Frans started his career as a Management Trainee for KLM Royal Dutch Airlines and worked during 15 years for the Air France KLM Group in the Netherlands, Argentina, USA, Norway & the UK, in different commercial and general management positions. He has a strong passion around omnichannel & customer experience. He acquired his CCXP accreditation last year and is active in judging at International Customer Experience Awards. Frans holds a Bachelor in Hotel Management from Hotelschool The Hague and a Master of Science in Business Administration from Nyenrode University. He is married to his Norwegian Birgit and has three teenage sons, crazy about football.
Carl McCartneyLes Mills Customer Experience Director
It takes experience and expertise to build a successful group fitness program. Partnering with Les Mills, the world leader, makes everything simple. I understand the business challenge your gym or fitness facility is constantly facing. 50% of members cancelling every year, constantly trying to acquire new members and trying to retain quality staff. I help facilities like yours understand the untapped potential of group exercise.
Anuj AgarwalNatwest Data & AI Lead
I’m a dynamic Technology Executive and Product Manager who enjoys leveraging strong business and technical acumen to facilitate world-class customer centric products leveraging blockchain, AI, and fintech solutions. I maintain a proven track record of working effectively with clients, team members, vendors, and other key stakeholders to resolve complex business challenges. Further, I’ve earned respect as a motivational, forward-thinking leader, and collaborator who guides team members in successfully realizing company objectives while adhering to established budgets and timelines. As an out-of-the-box thinker, I remain fully committed to making continuous improvements in planning, process, and stakeholder engagement to enable long-term growth and profitability. In addition to my professional experience, I have exemplary educational qualifications in computer science and management, combined with numerous industry-related certifications.
Luke SambridgeAffinity Water Head of Business Excellence & Transformation
Luke is a passionate and successful senior change professional, with over 10 years’ experience in the management and deployment of large-scale customer change programmes in various Financial, Telecoms, Utilities and Retail Industries. Accredited in Lean Six Sigma and as a Managing Successful Programme Practitioner, Luke has previous worked in a number of Senior Management roles including Operations, Change Management, Continuous Improvement, Transformation and Consultancy.
Andrew RobertsonHM Land Registry Head of Customer Policy & Service Improvement
Andrew Robertson has been with HM Land Registry since 1986, and has worked in a variety of roles, starting out as a caseworker and then on to several Head Office roles. Also, for 8 years, he was out on secondment to the Independent Complaints Reviewer’s Office as her Senior Investigations Officer and Office Manager. For the last few years, he has worked in customer service and policy development roles, and is now HM Land Registry’s Head of Customer Policy & Service Improvement. In this role, he is responsible for customer handling policy and HM Land Registry’s complaints procedure, and he liaises extensively with customers from all sectors, regulators, professional bodies and other external stakeholders.
Nick KingAutoTrader Insight Director
A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels. Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars. He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America. Nick is also a visiting lecturer in consumer psychology at Anglia Ruskin University, Cambridge. After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti responsible for a team of researchers advising a range of Blue-chip clients on the development of their marketing and communications strategies in the Digital arena.
John WhiteDomestic & General Customer Experience Director
John has 19 years experience in Customer Experience roles across various industries (FS, Auto, Hospitality, and B2B). An experienced CX professional, John has worked within Consulting practices (Accenture Strategy and Kantar) as well as in industry (ex-Deliveroo, and now at Domestic & General).
David PoultonVerint Account Director
With over 25 years operational, tactical and strategic management capability David brings both breadth and depth of experience – and is Verint’s Back Office expert with an incredible reputation for transforming back-office silos and thus customer experience. Spanning public and private sectors and within a range of operating verticals, David understands the variety of challenges operational and customer experience managers face and the balancing act they seek between growing or transforming the business of tomorrow whilst managing the business of today. A renowned speaker, David offers fascinating insight on how to harness people, processes and technology solutions to drive desired customer experience and effective cost to serve
Satesh KumarCowry Consulting Senior Conversational AI Consultant
Satesh Kumar is a Conversational AI enthusiast and currently works as a consultant in the space of Digital Communications and Conversational AI. He plays an active role in contributing to the growth of Conversational AI business across E.ON group. He plays a dual role in the team as a Senior Delivery Manager of Strategic Conversational AI projects and Analytics lead for Conversational analytics. Previously, Satesh has led the Conversational AI practice at Cognizant where he consulted with DAX 30 German majors, leading multiple strategic pursuits and expanding the partner ecosystem. Recently Essent, a subsidiary of E.ON, was awarded the CogX Best Innovation Award in the category of Consumer Chatbot for their chatbot Robin. This award recognizes the company that is using the best chatbots to enhance customer experience, and Satesh was the responsible delivery manager and analytics lead for the project.
Nikki QuinnPlayvox Presales Solutions Consultant
Nikki is Presales Solutions Consultant at Playvox.
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).
“The best bit for me was the wide range of companies and industries represented which gave insight in to how engagement affects all industries.”Head of Customer Experience, Virgin Media
“The day never lost momentum and i was truly inspired - I'll definitely be back next year!”Head of Customer Experience, Marks & Spencer
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world.
For more information visit www.freshworks.com.
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 1,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well cross all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Contact: W: www.genesys.com/uk
Intercom’s modern customer communications platform enables businesses to build stronger customer relationships that drive growth and scale. Intercom offers next-generation solutions for sales, marketing and support teams to deliver in-context, real-time and personalized communications to their customers. More than 25,000 organizations, including Amazon, Atlassian and Lyft Business, rely on Intercom to deliver more personalized, conversational customer experiences.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
TalkdeskTalkdesk® is a global cloud contact centre leader for customer-obsessed companies. Our automation-first customer experience solutions optimise our customers’ most critical customer service processes. Our speed of innovation, vertical expertise, and global footprint reflect our commitment to ensuring that businesses can deliver better experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes.
VerintVerint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
AlvariaAlvaria is the world leader in enterprise-scale customer experience (CX) and workforce engagement management (WEM) solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy. ALVARIA™. Reshaping Customer Experience™. For more information, please visit www.alvaria.com.
UJETUJET is reimagining the contact center for modern consumers and brands. Our one-of-a-kind architecture delivers an entirely new foundation for security, reliability, and scale across customer service operations. A full voice and digital engagement suite is complemented by powerful AI and advanced analytics capabilities, and easy-to-use, intuitive design to make life easier for everyone involved - from customers and agents to supervisors and executives - all while driving meaningful operational efficiencies. Smart device capabilities like channel blending, photo and video sharing, and biometric authentication are available to deploy for full CX transformation when you’re ready. Innovative brands like Instacart, Turo, Wag!, and Atom Tickets trust UJET to deliver exceptional CX, no matter their size or location. So can you.
We work with our customers to reimagine the world of business communications and collaboration. This relentless passion to innovate has made us the #1 cloud communications provider worldwide, and we don’t plan on stopping there.
Combining the best in UCaaS and telecommunications, RingCentral Contact Centre meets the needs of modern businesses to embrace a future-fit technology stack, enable remote working, and exceed skyrocketing customer expectations.
Functionalities such as real-time reporting, extensive workforce management, and AI-based sentiment analysis give businesses the tools they need to vastly improve their contact centre performance. Skills-based omnichannel routing across voice and digital channels gives customers instant access to the best agent to meet their needs.
Based in the cloud, RingCentral Contact Centre allows you to easily scale your staffing up or down as needed. Agents can work from nearly anywhere, and automatic failover capabilities allow you to continue running if your primary data centre goes down.
RingCentral Contact Centre offers three base packages to help simplify your choice according to your business need. Each can be tailored with optional features, such as speech recognition, customer integrations, workforce optimisation, and more.
For more information, please visit ringcentral.co.uk or call UK 0800-098-8136.
Konversational is a new breed of specialist ServiceNow partner, with a core focus on Customer Workflow. Our approach merges our unique domain knowledge with our global consultancy experience to create an agile provider focused on relationship and response time to deliver solutions.
We partner with the worlds leading conversational platform provider LivePerson, to deliver high-impact, hyper-personalised customer experiences at scale, helping brands transform their customer service into customer experience and making life easier through conversational AI.
StonlyStonly is a new medium for help and how-to content; solving the universal need for businesses, publishers, teachers - everyone, really - to teach audiences and users more effectively. Stonly empowers content creators to make interactive, step-by-step guides that can be embedded anywhere.
Connect with your customers like never before
Offer a memorable conversational experience to your customers and employees, support your agents and save money with Inbenta’s customer interaction platform.
Offering 360º conversational experiences 24h a day across all channels becomes easy with its 4 modules that power search, chat, knowledge, and voice solutions.
Cognigy is an enterprise software provider for Conversational AI automation. Our platform, Cognigy.AI, automates customer and employee communications. Available in on-premises and SaaS environments, Cognigy.AI enables enterprises to have natural language conversations with their users on any channel – webchat, SMS, voice and mobile apps – and in any language.
Cognigy.AI powers intelligent voice and chatbots that communicate consistently and accurately beyond simple FAQ, resulting in reduced contact center costs and increased efficiency while improving user experiences. Cognigy’s worldwide client portfolio includes Daimler, Bosch, Lufthansa, Salzburg AG, and many more.
We are an award-winning, global, tech-enabled behavioural science consultancy, on a mission to make businesses as human as humanly possible.
Founded in 2015, we are a professionally qualified team of psychologists, economists and data scientists fascinated by behavioural science in business. We are an industry accredited large organisation member of the Global Association of Applied Behavioural Scientists, GAABS.org. Based in London, our work spans the UK and internationally and we are a founding member of the global Diversifi Applied BeSci Network.
PlayvoxPlayvox's powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction. Playvox powers the world's fastest-growing brands. Welcome to the digital era of WEM.
OrloWith a whole load of channels to toggle between and the public always watching, delivering social customer service and marketing content that knocks your customers' socks off is no easy feat. The Orlo platform empowers you to manage your digital conversations from one place, so you can focus on what really matters - managing reputation and improving customer experience. Though we're trusted by over 300 brands, including many global clients, we’re just as proud to be born and bred in blighty, with all of our servers are held on British soil too! Easy to implement, secure and scalable solutions powered by AI-led technology? Say hello to Orlo and start building trust with your customers through brilliant conversations!
CallMinerCallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.
09:00 - 09:10
Martin Hill-Wilson - Brainfood Consulting
09:10 - 09:35
Opening Keynote: Missguided Case Study - Getting Buy in to Prioritise Customer Experience Initiatives
Remove the frustration of contact centre and customer experience roles. Ian explains how he uses the contact centre, technology, customer insights.
Ian Webber-Rostron - Missguided
10:00 - 10:25
TUI Case Study
Frans Leenaars - TUI
10:25 - 10:55
Coffee & Networking
10:55 - 11:00
10:00 - 10:05
Studio Host Welcome
Speaker: Gerry Brown Customer Lifeguard
11:00 - 11:20
Domestic & General Case Study
Many CX professionals spend their time focused on strategies, winning over stakeholders, and reporting – and all that is relevant – but the most important thing is to experiment, fail, and try again.
John White - Domestic & General
11:40 - 12:00
Managing Different Customer Demographics: A Fireside chat with Allison Coucher, Senior Service Manager at Sky
Allison Coucher - Sky
12:00 - 12:20
Delivering Superior and Differentiated Customer Experience through Conversations - A case on "Botification" at E.ON.
In the Year 2020, E.ON undertook a conversational experience strategy initiative to offer state of the art conversational solutions, aiming at creating “One E.ON, One Experience” for their customers and employees. This was followed by re-modelling the service portfolio, engagement models and a platform centric delivery approach. Cognigy was selected as the preferred partner for the Conversational AI platform. The results are promising – greater awareness of Conversational AI solutions amongst the E.ON business community, and even more amazing, over 50% year-on-year new client addition, increased NPS, and award-winning projects with consumer facing bots. How did E.ON do it? Join this session to hear more!
Speaker: Satesh Kumar - Cowry Consulting
12:20 - 12:40
Fireside Chat with Phil Hobden, Head of Digital at Wolters Kluwer Tax & Accounting UK
13:00 - 14:00
Lunch & Networking
10:00 - 10:05
Affinity Water Case Study: An Award Winning Transformational Journey
Luke will present Affinity Waters transformation journey since 2019, which has won many awards
for its approach and delivery, both within the UK and Globally.
Luke will explain how the transformation started through the development of clear customer and
colleague insight, which lead to a journey of change which impacted their customer focus, colleague
processes and capability as well as the deployment of new systems to enhance experience.
Along the way Luke will share some of the lessons learnt, from creating a platform for change,
engaging with leadership and driving improvements through every layer of the organisation.
Speaker: Luke Sambridge - Affinity Water
10:00 - 10:05
Overcoming Challenges in a Digital-First World: A Fireside Chat with ANuj Agarwal, Data and AI Lead at Natwest
Anuj Agarwal - Natwest
15:40 - 16:10
Coffee & Networking
16:10 - 16:30
Innovation at Speed: A Fireside Chat with Lynzi Ashworth, Campaign Planning and Analytics Center of Excellence Leader - UK, EMEA and APAC at Aon
Lynzi Ashworth - Aon
16:30 - 17:00
Ask the Experts: How Great Service Can Lead to Competitive Advantage
Kevin Houghton - Sixt
Phil Hobden - Wolters Kluwer
Allison Coucher - Sky
Nick King - AutoTrader
Carl McCartney - Les Mills
17:00 - 17:05
Martin Hill-Wilson - Brainfood Consulting
10:55 - 11:00
Gerry Brown - Customer Lifeguard
11:00 - 11:20
Les Mills Case Study: How a Global Fitness Brand Switched from Offline to Online
Les Mills International has a 50+ year legacy in providing world class instructor led group fitness classes, partnering with over 20,000 fitness facilities around the globe. In early 2020 when the global pandemic hit many fitness facilities were forced to close their doors and lose vital revenue to stay afloat. This Case Study looks at how Les Mills made the pivot to a digital fitness solution to keep the clubs members active and connected with the fitness facilities to maintain income and ensure that when the doors were finally opened, the members came back. The session will examine the approach to connect with clubs, the enhancement of the technology platform and most vitally, how the business model was flipped overnight into the digital world.
Carl McCartney - Les Mills
11:40 - 12:00
FSCS Case Study: Transforming the FSCS' Customer Journey
The presentation shares who FSCS is and what they do. It then explores how FSCS has evolved its customer journey, including how instrumental language has been to this. The presentation covers how FSCS has used customer insights to improve the process and how customer service is measured, as well as what FSCS are doing to make themselves more accessible and known to consumers when they need them. The presentation ends with the work FSCS is doing to try to ensure more customers receive the full compensation they are due.
Mark Hayes - FSCS
12:20 - 12:40
Marks & Spencer Case Study: Cultivating a Culture of Customer Obsession
As Marks & Spencer continues to supercharge its digital transformation, understanding the needs, expectations, and desires of its customers has never been more important.
• Discover the crucial steps that the business has taken to transform its Voice of the Customer programme, ensuring that teams are measuring, analysing and acting on what’s most important to its customers.
• Understand the importance of cultivating the right customer culture in your business, empowering every colleague to make data-driven decisions that will drive positive change
• Learn exactly how this rich new insight is being used to help shape the design of products, services and experiences that deliver value to customers.
Martin Hanley - Marks & Spencer
12:40 - 13:00
Red Carpet Employee Engagement
• With only 34 percent of workers feeling engaged, enterprises face real problems with productivity, turnover, and a host of other factors that cost them dearly.
• In today’s high-pressure, digitised work environment, money is not enough to motivate individuals. While adequate pay is crucial, it doesn’t replace the pride of being challenged, rewarded, and recognised. While even a little acknowledgement can be motivational, its absence can be paralysing for a business.
• Companies spend 1,000 times less understanding and shaping the journeys of the people they depend on most, their own employees.
• What if companies directed some of that customer-centric energy at understanding and engaging their employees? What are the potential payoffs for a better motivated, more loyal and imaginatively innovative workforce?
Nikki Quinn - Playvox
13:00 - 14:00
Lunch & Networking
14:00 - 14:20
Embedding Customer Service Excellence: A Fireside Chat with Mark Anderson, Customer & Commercial Director at Go Ahead Group
Mark Anderson - Go Ahead Group
14:20 - 14:40
Navigating Through a Perfect Operational & Customer Service Storm
The post-pandemic fallout, a fiscal squeeze and the elephant in your back office
It’s never been tougher. As the cost of living spikes, in an already fragile pandemic world, customers and businesses alike are reassessing finances and looking at how to achieve best value. This is driving unprecedented interaction and demand within the back offices of every customer or citizen facing organisation. From requests to switch to cheaper utility tariffs, bank accounts or insurance policies to a readiness to complain and seek recompense – or high-anxiety worries about soaring energy costs and increased need for local & central government support, this is a real and present perfect storm.
Join this crucial, timely session and discover:
• Why your back office can no longer be ignored and why investment in customer engagement strategies MUST finally address this long-standing ‘elephant in the room’
• How to not only better cope with, but actively transform the management, measurement, improved productivity and visibility of your back office
David Poulton - Verint
• The solutions that other organisations are using to optimize their back-office and enhance customer experience which give them increased capacity, improved wait times and a 17% reduction in Front Office calls.
14:40 - 15:00
Fireside Chat with Ola Taiwo, Head of Customer Service at Look Ahead
Ola Taiwo - Look Ahead
15:20 - 15:40
Approaching Customer Complaint Handling: A Fireside Chat with Andrew Robertson, Head of Customer Policy & Service improvement at HM Land Registry
Andrew Robertson - HM Land Registry
15:40 - 15:45
52 Chiswell Street, London, EC1Y 4SD
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