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Future of Customer Contact Conference

The Brewery, London – Thursday 6th February 2025

Register

LET’S BUILD BETTER EXPERIENCES FOR YOUR CUSTOMERS

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500+ ATTENDEES
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30+ PRESENTATIONS
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ONE-DAY EVENT
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ROUNDTABLE SESSIONS

Let’s build better experiences for your customers

Extensive research demonstrates that those responsible for customer contact feel like there has been no time to catch up. Few organisations have a contact mix that generates the capacity to care for vulnerable customers while meeting the inevitable demands of recessionary cost cutting.

The very best organisations are persistent, willing to innovate and discover what works by 'doing'. They collaborate and are willing to learn from others.

There's no better way to shape your future plans than by attending the Future of Customer Contact Conference in February. We've spent a lot of time researching industry pain points, as well as which organisations are excelling, in order to craft a day filled with content that we know will help you thrive.

Key facts

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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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400+ ATTENDEES
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1-2-1 MEETINGS
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30 exclusive presentations

What to expect

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TOPIC STREAMS

Customer Contact Strategies

There is no silver bullet when it comes to customer contact strategies. Customers expect choice and back-to-back crises mean there is a heightened desire for human contact, as well as a lack of customer trust towards organisations.

A recent study by ContactBabel demonstrates that the majority of customers would prefer to speak to a person over using self-service, so those who've rushed into digital first strategies have experienced a negative impact on customer engagement.

This stream looks at when's best to offer self-service and how to balance your customer contact strategies across channels.

Customer Outcomes

We'll be looking at how organisations are overcoming operational challenges and implementing customer and employee engagement programmes that lead to a truly omni-channel experience for customers. Key factors in implementing new programmes include balancing self-service with customer demand for human contact, solutions to low customer trust in the value and ability of bots, how we recognise and respond to customer vulnerability and engaging customers in 3D worlds.

Customer Contact and Duty of Care - Responding to Vulnerability

Organisations have a responsibility to deliver appropriate customer service that responds flexibly to the needs of vulnerable customers. Join this stream to learn from organisations that are delivering a more inclusive customer service after putting systems and processes in place to enable vulnerable customers to disclose their needs. 

Learning & Development

Agent learning & development is vital for honing the skills of customer service teams to ensure continuous development. Emphasis lies not only on initial onboarding but also on keeping agents updated on evolving products and industry trends. By joining this topic stream, you'll discover how to coach a workforce who are equipped to deliver exceptional customer service, resulting in higher satisfaction, increased employee engagement, and adaptability in the dynamic realm of customer care.





Making Omnichannel Work

This topic stream will focus on how organisations can create a unified, streamlined customer experience across several platforms. Creating a truly omnichannel experience increases loyalty, decreases customer churn and increases customer lifetime value. A recent study even found that a customer who connects with an organisation through three or more channels is likely to have an average order value 13% higher than single-channel organisations.

Customer Retention - Why Are Customers Leaving Brands?

3 in 5 consumers say they've switched brands due to a negative contact centre experience, with 44% of consumers only giving an organisation two chances before they switch. It's therefore clear that organisations get one second chance - but not much more. Join this stream to discover how best to retain customers and build brand loyalty.

How Hybrid Working Creates Benefit and Challenge in Equal Measure

Although it is now safe to return to the office, many companies have kept remote work as an option for their workers. The analyst firm ContactBabel predicts that hybrid working will likely remain a dominant strategy for contact centres in 2023, with just 19% of agents predicted to work only at the contact centre next year. This stream provides some top tips on how to maximise the benefits and overcome the challenges that remote working can cause.

End-to-End Service Redesign

Your channel choice will actually add cost and effort to your organisation without end-to-end redesign, which is often why organisations don't harness the true advantages of customer contact transformation.

This stream will demonstrate why it's important to not act too early when creating an end-to-end customer journey.

The Customer’s Desire for Human Contact

As a result of the pandemic and recession, customers are seeking reassurance from assisted contact channels and leaning toward human contact as their preferred channel. This topic stream will allow you to navigate average vs. appropriate handling time as we support society through difficult times.

Keeping Pace - Is the Level of Change Needed Incremental or Disruptive?

This topic stream will look at how a revolution is taking place in customer service and experience. According to the CCA, the speed and severity of change over the last two years has resulted in many business models facing unprecedented disruption. We'll be looking at how you can best lead the charge on developing service, CX, digital and people without causing too much disruption to your organisation.

Strategy & Leadership

This topic stream will look at the key decisions customer contact leaders will be required to make as we approach a recession. This may include new emerging models, service capabilities and strategic service transformation.

What are the metrics that matter in a fast-changing world?

This stream looks at which measures we should be focusing on as the customer engagement landscape transforms in front of our eyes. Recent research has shown a decline in the usefulness of metrics such as customer effort score and customer retention rate. On the flip side, customer satisfaction score and quality score are being found increasingly useful.

Data Privacy - Trust vs. Personalisation

Customers want to understand where their data is being used and be given the ability to make decisions about what happens with their data. Join this stream and discover how to put your customers first in all data-driven processes.

Combining Organisational Values with Growing Customer Expectations

Research shows that a growing number of customers would stop buying from an organisation if they did not agree with their values. The connection between good corporate ethics and consumer perception is clear as corporate ESG (environment, social and governance) is increasingly in the headlines. Join this stream to learn how to future-proof your organisation through making the right decision for both the customer and the planet.

Changing Customer Behaviour and Agent Conversational Skills

In line with supporting customers through difficult times, conversations have become more complex as we see a rise in difficult and emotional calls. As well as this, consumers are more aware and better educated so are more likely to have difficult questions for agents to handle. This stream will look at how we can equip our agents with the tools they need to feel at ease when dealing with complex scenarios, as well as how we can protect the wellbeing of employees.

Contact Centre Insights - A Source of Innovation

Creating a two-way interaction between customer-facing and product teams allows organisations to become truly customer-centric through utilising customer insight to fuel the product innovations that customers really want. This stream will look at the benefits of customer-driven innovation.

Colleagues & Culture

As we look at the future of the workplace, we know that organisations need to incorporate the benefits of hybrid working into the heart of their workplace culture if they're to remain competitive when it comes to recruitment.

However, it's about more than that - research shows that agent stress directly impacts customer engagement, so organisations need to improve employee wellbeing, mental health and resilience in order to target the cause of negative consumer experiences.

Organisations also need to deal with recruitment and retention challenges - reports show that it's both increasingly hard to hire and retain employees, meaning that organisations are facing a talent shortage that's hard to replenish.

This stream will combat the issues organisations are currently facing when it comes to embedding a customer-centric culture into fragmented workplaces.

AI-Driven Self-Service

With customer expectations soaring, AI-driven self-service demonstrates its value at several points in the customer journey. It allows organisations to scale customer service operations to deal with demand, whilst also generating better customer outcomes over time. This stream will look at the best ways to integrate AI self-service into your customer journey.

Using Data & Insight

To retain customers, companies must make use of data and insight. Put differently, they should track customer behaviour and understand the needs of their target market. In this way, they will be able to respond to the fast-changing needs of customers, take their vulnerabilities into account, and drive innovation. February’s event will expand on this topic, with numerous speakers expected to reveal how they have used data and insight to improve CX. 

Abdul Khaled

Abdul Khaled

E.ON Head of Digital Customer Experience
Abdul leads the digital and customer experience function at E.ON’s new challenger brand in the UK – E.ON Next. With extensive digital experience, Abdul has been involved in leading digital strategy, transformation and growth at global brands, most recently with Cisco and Subway, as well as driving innovation at several start-ups both nationally and internationally. At E.ON Next Abdul is currently building a new digital-first product and CX team tasked with disrupting and revolutionising the energy space. His focus is on high performance, innovative ways of working and culture building. He regularly shares his expertise through webinars, conferences and thought leadership pieces as well as coaching upcoming digital leaders.
Jane Redgrave

Jane Redgrave

Bupa Head of Consumer Retention

Jane is an accomplished leader with a passion for delivering best in class customer service for customers. She has worked in a number of teams inside and outside of the contact centre for over 25 years, most recently leading the Loyalty & Retention teams that help Bupa maintain and grow its leading market position.  Jane believes that you get your best results by helping people develop and grow to be their very best - in and out of work - and that this accelerates engagement and business growth.

Derek Mcwhinnie

Derek Mcwhinnie

Zurich Insurance Company Head of Customer Care

Derek has worked at Zurich for over 17 years and is currently Head of Customer Care in the UK.  His remit spans across several areas, covering customer feedback, communications, complaints handling, and their approach to customer wellbeing. In 2023 he led the roll out of the consumer duty and prior to his current role worked in transformational change. Derek started his career as a contact centre agent and prides himself on still being able to connect with customers on a meaningful level and drive a focus on the experiences they have with Zurich. Derek sees a clear pathway between the use of technology and the need to still have a human touch and how both elements can help deliver the best possible service to customers.

Sarah Reeder

Sarah Reeder

Sky Service Strategy Manager

Sarah is a Service Strategy Manager working in Technology within Sky Group Service Management, focused on Digital Service and CX Transformation. Her role provides thought leadership, insight, and strategy; supporting the business to deliver data-driven, measurable, effective transformation. She’s also the co-owner of the Sky Group Service Management Wellbeing pillar, creating team-wide activities and awareness to support our people and promote healthy work-life balance.

Jamie Carter

Jamie Carter

Belron Voice of the Customer Manager
Jamie has worked across Autoglass UK and Belron International for 15 years, with experience in the contact centre, in the field and in the corporate centre, he has used his business knowledge, together with Voice of the Customer to develop a programme for Belron to maintain the world class NPS they have achieved for 10 years plus.
Michelle Beeson

Michelle Beeson

Forrester Senior Analyst

Michelle is a senior analyst at Forrester. Her research focuses on omnichannel customer experience, digital trends, and digital commerce strategies for consumer-facing brands, including luxury. During her time at Forrester, as a consultant and an analyst, Michelle has worked with a wide range of clients to help them understand how digital technology and changing consumer behavior and expectations are impacting organizations and transforming business models.

Áine Egan

Áine Egan

Halfords Training and Development Lead

I’m an award-winning Training and Development Lead, bagging a Silver Trainer of the Year at the 2023 CCMA Awards. From being an air hostess to a contact center team leader, I've been around the block. But here's the scoop: I'm all about injecting training with passion and personality, especially when it comes to customer service. Every customer, in my book, deserves nothing but the best. I've left my mark globally, teaming up with BPO’s in South Africa and India, crafting training magic that clicks with all kinds of learners. Currently studying a Level 5 Learning & Development apprenticeship, proving that continuous learning is really important. To sum it up, I'm on a journey driven by a love for training, a passion for top-tier customer service, and a constant hunger to level up in Learning & Development. 

Faye Bailey

Faye Bailey

Halfords Quality Lead
I hope the following gives you an idea of exactly how passionate I am, not only about Customer Service and Quality, but the development of others and helping everyone to be the best that they can be! I've spent the last 20 years evolving with customers to ensure I know what GREAT service looks like. The peak of my career so far is winning the Bronze Aware for Quality Manager at the 2023 CCMA Awards. From sales, high level complaint handling, training, to award winning quality management, I'm not just passionate about customers; I'm equally dedicated to creating a positive space for my colleagues. What sets me apart is my commitment to the human side of service. In a world obsessed with data, I believe in focusing on people. It's not just about numbers; it's about connecting and understanding. By prioritising the human element, I've seen how service transforms from a transaction to an unforgettable experience. I am also working toward my Level 5 Professional Coaching qualification. I truly believe in the power of happy colleagues to deliver exceptional service, and as Leaders it is through coaching and engagement that we can achieve this. 
Charlotte Owen

Charlotte Owen

Financial Times Head of Customer Planning & Customer Relationships
Fiercely passionate about devising creative solutions that put emphasis on achieving a best-in-class customer experience, whilst also achieving sustainable and long-lasting commercial growth. A Voice of the Customer expert with over 10 years of experience in companies ranging from bootstrapped high-growth start-ups to world-leading organisations. Committed to embedding qualitative and quantitative analytics into the everyday mindset of marketeers.
Anna Wilcox

Anna Wilcox

Bupa Head of Customer Experience

Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.

Rob Garlick

Rob Garlick

Citi Global Insights Head of Innovation, Technology & the Future of Work

Rob Garlick, Managing Director, is Head of Innovation, Technology, and the Future of Work at Citi Global Insights (CGI). CGI researches, publishes, and speaks on change topics to Citi’s corporate, investor, and public sector clients. Rob has spent 30 years researching and advising on innovation areas, including starting Citi’s Disruptive Innovation GPS series in 2013. Rob has been writing about the Future of Work since 2015 (9 reports). Other recent reports include Artificial Intelligence (>10 reports), Quantum Computing and Digital Policy. Rob joined Citi in 1996 and previous roles at the firm include: Head of Citi Research EMEA from 2016- 2021, leading the team’s (of c.200) rise in the Institutional Investor surveys, from: #7 to #1 in UK, #9 to #2 in Western European, #7 to #2 in CEEMEA, and #7 to #1 globally; Global Product Head at Citi Research, driving industry-leading thematic content (#1 rated by Extel), including founding Citi’s Global Theme Machine; running Citi's US Equity Sales desk in the UK to some of the world’s leading asset managers and hedge funds; and a No.1 rated (II) Global Specialist Salesperson, covering Media and Telecommunications. Other industry awards included: Best ETF Research providers by ETF Express; and Best Innovation paper by Savvy Investor. Rob started his career in Fund Management in 1993 at Singer & Friedlander, where he helped run the US equity fund. Rob passed the AIIMR (Associate of the Institute of Investment Management & Research) as a prize-winner in Interpretation of Accounts & Corporate Finance. Among other industry qualifications, Rob holds a BSc (Econ) degree in Accounting and Management, an MSc in Coaching and Behavioural Change and is a qualified Executive Coach.

Michael Peniket

Michael Peniket

Taylor Wimpey Customer Director
James Brindley-Raynes

James Brindley-Raynes

Maersk Head of Digital Customer Journey

James is currently Head of Digital Customer Journey at A.P. Moller-Maersk. Prior to joining the company, he was Director of Product Management at Jacobs where he spent two years leading product teams focused on environmental technology. James has previously worked for HSBC, BlackRock and Dunnhumby where he led portfolios of products and transformation programs. James is a mentor and product leader who loves to coach and develop high performing product teams.

Neil Gregory

Neil Gregory

Naked Wines Head of Customer Happiness

Neil joined Naked Wines all the way back in October 2013 as a member of the Customer Happiness Team, answering calls and emails in the run up to a busy Christmas. Since then, he’s moved through a number of roles at Naked, but always with a focus on customer experience. He now heads up the team he first joined, and firmly believes that his colleagues are also his customers, and that the best customer experience begins with the best team experience.  In a former life, Neil was a tennis coach – a job that taught him more than he first realised about teams, motivation and customer service.

Marcus Hickman

Marcus Hickman

Davies Hickman Managing Director

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.

Jo Davies

Jo Davies

Davies Hickman Global Director of Market Research

Jo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.

Grant Hartanov

Grant Hartanov

Sprinklr Associate Vice President

Grant Hartanov is an Associate Vice President and leader of Sprinklr’s CXM Best Practices Group.  In this role, he leads Sprinklr’s internal strategy consulting team of CX experts who advise our most strategic accounts and C-Suite level clients on CXM Best Practices and Digital Transformation.​ Prior to Sprinklr, Grant worked at Marriott International where he led Strategy and Innovation for its Loyalty program, Bonvoy.  He also spent several years at Deloitte Consulting’s Strategy Practice, Monitor, where he led large diverse teams and advised several Fortune 100 C-Suite executives on CX Strategy and Digital Transformation.​ Earlier in his career - Grant spent close to a decade working for the US Government where he worked in over 20 countries on international diplomacy, trade, and security.

 

Matt Bramley

Matt Bramley

Freshworks Senior Solutions Engineer
Matt is a seasoned Senior Solution Engineer at Freshworks, leveraging his expertise to enhance customer technology experiences. With over 5 years in the technology industry, he has consistently focused on improving customer experiences through innovative solutions. Matt's extensive knowledge and experience in sales engineering have positioned him as a trusted advisor, always striving to bridge the gap between customer needs and cutting-edge technology. His unwavering commitment to driving customer success continues to make a profound impact in the industry.
Adam Neale

Adam Neale

Panasonic Europe Head of CS Governance
Steve Barratt

Steve Barratt

Genesys AI specialist

Steve Barratt is an AI specialist at Genesys with 20 years experience within customer experience. Steve works with a number of global customers to help them identify where and how they can use AI to orchestrate personalised, end-to-end experiences within and beyond the contact center. Steve is passionate about helping organisations leverage Genesys AI to both improve the employee and customer experience and constantly innovate to help customers drive growth whilst delivering excellence every day.

Mark Lockyer

Mark Lockyer

CallMiner International Sales Director

With 20 years in the ever-changing contact centre and client engagement spaces, Mark has worked with some of the largest global entities on transformation projects ensuring technology delivers on expectation. Passionate about bringing agent and customer evaluation together through the power of speech and conversation analytics. Mark can draw on successful client projects that have delivered exceptional ROIs and Transformational change across entire organisations. Notable Brands – Dell, Orange, Ageas, Direct line, Teleperformance, HSBC, TeliaSonera, E.ON, BNP Paribas.

Ejieme Eromoele

Ejieme Eromoele

Quiq GM of EMEA

Ejieme Eromosele is an experienced customer advocate focused on enhancing customer experiences at top companies. As General Manager of EMEA at Quiq, she leads the region's go-to-market strategy, advising brands on using messaging and AI to improve customer interactions, increase sales, and reduce costs. With a strong background in management consulting at Accenture and PwC, and as former Managing Director of Customer Experience at The New York Times, Ejieme has a proven track record in boosting customer growth, retention, and loyalty.

Eric Jorgensen

Eric Jorgensen

Zendesk VP, EMEA Enterprise

Eric Jorgensen is VP of Enterprise for Europe, Middle East and Africa (EMEA) at Zendesk. In this role, he is responsible for driving the company’s growth in the region, working with larger customers and more complex projects as Zendesk continues to accelerate growth in the Enterprise segment. Eric was most recently at New Relic as Senior Director Enterprise Sales. Prior to that Eric was Director Telecoms Segment at Dell Technologies working with the largest CSP in EMEA, where he led the largest commercial relationship in EMEA. Eric has also held a range of sales and leadership roles at IBM and other smaller early stage software companies.

Eugen Majeri

Eugen Majeri

Panasonic Digital Services Manager
Eugen is an experienced Digital Customer Experience Manager at Panasonic, leveraging technology and creativity to facilitate a frictionless digital customer journey through content and innovative solutions.
Ditte Gjørup Larsen

Ditte Gjørup Larsen

Tryg Etnologist and Speech Analytics Specialist
With a background in anthropology and literature, Ditte works with agent and customer behavior, needs and motivation. She looks at, interpret and communicate insights from both qualitative and quantitative data to help Tryg provide the best customer experience, and meet quality, efficiency and sales KPIs.   
Jon Yarlett

Jon Yarlett

The Impact Sourcing Alliance Founder

Jonathan Yarlett is the founder and CEO of both Intelligent Sourcing and The Impact Sourcing Alliance.  Over the past 15 years Jon has been working with global sourcing vendors within BPO, CX and shared services, helping them identify and attract clients through range of promotional and marketing activity. In 2023 Jon launched the Impact Sourcing Alliance to shine a light on what is a massively important concept within BPO and CX.  The alliance works with strategic partners from all over the world and champions vendors who operate and enforce inclusive hiring as part of their ESG, CSR and DEI.

Callum Lewis Jones

Callum Lewis Jones

Freshworks Head of UKI Field Marketing
Callum is an ambitious and experienced marketing professional. Callum has experience in a range of different marketing teams and exposure to multiple marketing disciplines. He prides himself on his communication skills and helping his colleagues and team become successful. Callum knows how to plan, manage and execute strategies and deliver quantifiable business-impact to the team. He has also been recognised for his high energy and positive attitude and has ambitions to build culture and empower those around him to reach and exceed shared goals. Callum is also a former Sheffield Hallam University graduate with a First Class BA (Hons) in Marketing.
Dvir Hoffman

Dvir Hoffman

CommBox CEO

As the current CEO of one of the leading AI-based customer service and engagement solutions in our market, Dvir has over two decades of experience in technology innovation and product strategy. Dvir has pioneered several innovations in the realm of CX technologies, guiding them from their inception and transforming them into award-winning global CX and AI enterprise solutions. His original vision on autonomous agents catalyzing a revolution in the customer experience domain to ultimately create an Autonomous Enterprise is resonating around the world. Dvir is also a winemaker, his favorite being Petite Sirah, and he lives with his wife and three children in the suburbs of Tel Aviv.

 

John Sills

John Sills

The Foundation Managing Partner

John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today. 

Owain Service

Owain Service

Cogco CEO

Owain is the CEO of CogCo. His focus lies in helping organisations to build their internal capabilities relating to the behaviours of their customers and employees; and in the practical application of behavioural science. He is also an Honorary Professor of Behavioural Science at Warwick University. He was previously the co-founder and Managing Director of the UK Government’s Behavioural Insights Team and before that was a Deputy Director of the Prime Minister’s Strategy Unit. In his spare time, Owain enjoys cooking elaborate meals, and hanging out with his young family.

Stin Mattu

Stin Mattu

Upland Software Product Marketing Manager
Stin Mattu is a certified KCS Trainer and a passionate advocate for Knowledge Management. With a broad range of experience spanning over two decades in contact center operations and media, Stin has helped organizations successfully create knowledge management strategies in both frontline environments and back-office functions, focusing on creating a culture of knowledge sharing to improve user and customer experience. 
Alistair Neiderer

Alistair Neiderer

ESG Advisory Global Executive

Seasoned global executive specialising in ESG Advisory, Customer Experience Management, Business Process Outsourcing, IT, Telecom and Business Services. Regional Growth and Market Development including ESG Social Sustainability and Impact Sourcing, ESG management solutions, M&A, Strategic Advisory, Technology Leverage.

Andrew Scott

Andrew Scott

Upland Software , Principal Solutions Consultant

Andy Scott has spent the last dozen years working with organisations across many industries, to help them understand their customers better through effective customer feedback. In his role as Principal Solutions Consultant, he enables organisations to bring about positive change based on actionable insights driven from the customer's own words to ultimately improve their customer's experiences.

Sid Farmiloe

Sid Farmiloe

Dialpad Sales Architect & AI Advocate
Sid is an AI advocate with a passion for ever-evolving technologies. 9 years in the communications space helping organisations maximise growth and create a slicker customer journey. In his spare Sid is currently re-designing his garden, but unfortunately, AI cannot mix cement or plant trees… yet!
Alan Gibson

Alan Gibson

Sprinklr Service Specialist
An Information Communication Technology professional with a proven global track record on high value, high growth projects. Having exceptional understanding of the contribution that Data driven insights, Machine Learning and Artificial Intelligence, combined with creative strategy, services, and commercial acumen make in securing competitive advantage and delivering new sustainable client business. Extensive experience in client sales, consulting and delivering services, software and products whilst working at an Executive Level with System Integrators, Technology Vendors and Service Providers on the realisation of fast paced, leading edge Customer Experiences. Enthusiastic, highly motivated, analytical yet flexible in approach with a strong delivery ethos, always seeking out new transformative business challenges and opportunities.
Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder
I'm a 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 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.
Brian Manusama

Brian Manusama

Actionary Executive Partner
Throughout my career, I have been at the forefront of delivering impact at scale, leveraging cutting-edge technology to resolve today’s business challenges and prepare for tomorrow’s Environmental, Social and Governance (ESG) challenges. My passion for customer engagement, digital business, artificial intelligence and customer experience focused leadership have been a consistent theme in my career.
Vinay Parmar

Vinay Parmar

Druva Star Founder
My career trajectory has been a case study in the power of networking, embracing a growth mindset and broad vision. Moving through various departments, I honed my skills in understanding the bigger picture of business operations. My transformative time at Egg.com cemented my beliefs in leadership, change management, and the profound impact of customer experience.
09:00-09:10 Event Welcome
 
Speaker:

Martin Hill-Wilson
Martin Hill-Wilson
Brainfood Consulting
Founder
I'm a 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 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.
09:10-09:30 The Digital Dilemma: Keeping That Personal Touch in a Digital World

The pandemic accelerated the shift towards a digital world, where we tend to be living and doing more and more online each day. But have we gone too far in embracing technology at the cost of human interaction and understanding behaviour? Are we trying too hard to push people to our new contact tool when they just want to use their channel of choice?


To kick things off, Andrew will outline how organisations need to meet their customers where they want to be met as well as addressing the challenges most brands are currently facing or eventually will face. He will look at how to balances the benefits of digital-driven efficiency with the crucial role of personal connection for ultimate effectiveness.

Speaker:

Andrew Davis
Andrew Davis

Digital Transformation & Social Media Strategist
As one of Britain’s foremost social media and digitalisation experts, Andrew Davis has trained teams at organisations as diverse as Saatchi & Saatchi, KPMG, Barnardo’s, the London Fire Brigade and the Premier League. He helps businesses of all types transform, disrupt and prepare, through strategic advice and training around all aspect of how digital is changing everything we do as employees and consumers.

In presentations and workshops Andrew explains how digital is evolving and what it means for business. From customers data and social media interaction to strategies for marketing, recruitment and leadership, digital platforms and online living has revolutionised how business is conducted. He underlines the need to make each aspect of your digital strategy work alongside traditional business strategies. He challenges businesses to see the digital world as an ever-changing tool that can help communication, improve products and services, and promote brands. He also considers how social media has changed perceptions of businesses and brands, looking at those that have succeeded and those that have failed to address public concerns and adapt to new business models.

Andrew started his career by running chat rooms for Pop Idol in the early days of reality TV talent shows. He also worked on Friends Reunited, before joining the BBC to help launch the digital urban music station, Radio 1Xtra. He then joined Myspace.com as a Marketing Manager and played a leading role in propelling the site from one to ten million UK users in under a year; Andrew was responsible for building the brand - including community development, content and digital marketing.

A visiting lecturer at Goldsmiths College, Andrew Davis also designed the first social media course linked to GCSE English. He sits on Ofcom’s Advisory committee and has featured in Media Week’s 30 Under 30 and The Guardian’s report on the top ethnic minority contributors to British media.
09:30-09:50 Customer Service in the Wild
Delivering customer service can be a wild ride. Let's explore a guide to surviving and thriving in this uncertain landscape.
Speaker:

Paul Herman
Paul Herman
Sprinklr
Senior Vice President of Global Digital Transformation Services

Paul Herman, is the Senior Vice President of Global Digital Transformation Services. A Sprinklr customer for nearly five years, Paul joined the company from Nike, where he was Program Director of Global Brand Digital Platforms, responsible for enabling Nike’s digital content, dynamic audience targeting, asset management, omni-channel publishing, customer support, and reporting success. At Sprinklr, Paul’s focus is helping to shape and connect customer strategy to Sprinklr execution. Since joining Sprinklr, Paul has met with senior executives at over 300 of the world’s largest companies – consulting with them on the art-of-the-possible and the people, process, technology, and change management required to achieve it. Paul’s responsibilities also include overseeing Analyst Relations to establish Sprinklr’s leadership in the market across its product portfolio.

Paul has over 25 years of global experience helping companies drive innovation and implement significant change through digital products and services. In addition to holding a number of leadership roles at Nike, he’s also worked as a VP of marketing and solutions at Learning.com, and led corporate strategy, business leadership, and marketing activities at Xerox.

Paul received his Bachelor of Engineering from the University of Stellenbosch in South Africa and his Executive MBA from the Lundquist College of Business at the University of Oregon.

09:50-10:10 John Lewis Case Study: Supporting Colleague Wellbeing and Resilience
An overview of the well being journey from John Lewis Customer Care, what we did, how we did it and why, from pre covid to our latest thinking and shift towards ‘belonging’.
Speaker:

Ray Biggs
Ray Biggs
John Lewis & Waitrose
Head of Customer Care
Ray has worked in contact centres for over 25 years, and is one of the few senior leaders in our industry that started ‘on the phones’. Ray has a unique CV working across operations, strategy, transformation and technology. An authentic and passionate leader who enjoys being an agitator in the boardroom but happiest on the floor with his teams and his customers This is likely to be Rays last outing wearing his John Lewis badge before Joining Ventrica as Chief Operations Officer in May. 
10:10-10:30 From Agent to Advocate: How to Support Your Frontline for Maximum Impact

What do you need to make your customer experience the best it’s ever been in 2023?

There are so many ways to answer this. It could be new tech. It could be upskilling. It could be
eradicating siloes between the contact centre and the rest of the business.

Regardless of the things you could do to achieve your customer experience goals, let’s start by
addressing the elephant in the room: merely sustaining a stable frontline operation is the
toughest it’s ever been for so many businesses.

In 2022, we witnessed a lot of disruption across industries, including high turnover rates. So, a
question on leaders’ lips right now is:

“What can I do to keep employees engaged?”

It’s a hard truth, but we need to be open and discuss possible answers. During this session, Dave will share insights and advice based on these questions:

- How can businesses restore morale and retain and empower their agents?
- What does creating a sustainable frontline operation look like?
- Which solutions can you rely on to improve the employee experience and keep customers
content?
- Are there contact centres we can look to for inspiration? How are they succeeding?

Speaker:

Dave D'Arcy
Dave D'Arcy
Laughing Leadership
Founder & Managing Director
With over 35 years in Customer Experience environments and 20 plus years in Senior Leadership, there are few people better placed than Dave D’Arcy to shape thought leadership. Having spent the last 7 years leading customer operations for two world leading SaaS businesses, Dave recently took the step to Launch his own business Laughing Leadership. This is a CX and Leadership consultancy with a difference. Focused on how employee engagement first can drive highest levels of customer experience.
Additionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100. 
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
10:30-11:00 Coffee & Networking
Please join us for a coffee and luxury refreshments prepared by ex-Nobu chef Tom Gore in the Expo Hall (King George).
Strategy & Leadership
To retain customers, companies must make use of data and insight. Put differently, they should track customer behaviour and understand the needs of their target market. In this way, they will be able to respond to the fast-changing needs of customers, take their vulnerabilities into account, and drive innovation. February’s event will expand on this topic, with numerous speakers expected to reveal how they have used data and insight to improve CX. 
11:00-11:20 One Workforce. The Future of Customer Contact?

Join this fascinating session as we explore how to engage customers in the right way at the right time by removing role and people silos to increase capacity, flexibility, and agility.

As peaks and valleys occur across your various interaction points in your different business units, learn how to take advantage of your people’s skills to give the right work to the right person at the right time – regardless of what "silo" they live in.  Hear Capitec Bank’s story and discover how they unlocked their entire workforce with Verint technology to achieve the best service levels across branches, contact centre and other back-office teams.

Speakers:

Karl Senekal
Karl Senekal
Capitec
Software Development Manager: Integrated Business Planning

Karl Senekal is the technology enabler at top South African retail bank, Capitec. – which has over 19 million clients, 853 branches and over 11,000 in-branch professionals.For the last 11 years Karl’s pivotal role across forecasting, scheduling, operations planning and integrated business planning, has ensured he has a unique perspective of the bank’s transformation of its in-branch and contact centre customer experience and innovative utilisation of colleagues’ skills across other customer engagement channels.

Huw Jones
Huw Jones
Verint
Director, Solutions Consulting
Huw leads Verint’s specialist consulting team in EMEA – ensuring customers select and secure the most from Verint workforce management (WFM) solutions. Huw educates and inspires, having enjoyed over 20 years in tech. His customers credit him on his robust understanding of how customer behaviour drives new and innovative approaches to staffing across contact centre and back-office operations. An expert in the impact of digital contact, robotics and self-service, Huw is an advocate for using tech and the human touch to close the Engagement Capacity Gap.
11:20-11:40 Asda Case Study: Building a Customer First Culture in the Midst of Organisational Transformation

Asda is embarking on the biggest transformation it has ever seen, this is called Project Future.

It will convert over 22 years of Walmart systems and processes to a new independent way of operating post the separation. This is a huge opportunity for Asda, constructing the foundations to grow the business by building a new systems landscape that is flexible and sustainable. Future will transform the day-to-day operations of the business and enable Asda to execute its mission. 


The Omnichannel Customer Support function plays a key role in Asda’s customer mission and has to maintain high levels of service throughout this significant transformation that will impact every colleague.


How can Omnichannel Customer Support maximise the opportunity that Future provides, continue to build a customer first culture and execute its own strategy all at the same time? 


Bringing the strategy to life is vital for every single colleague to engage and deliver in a rapidly changing environment and ultimately ensure success.

Speaker:

Jo Garland
Jo Garland
Asda
Senior Director Omnichannel Customer Support
Featuring 12th in The Customer Experience Foundation (CXFO) Power 100 2022. The CXFO Power 100 recognises the top 100 rising stars and key contributors within the CX and Contact Centre community.

An award winning inspirational leader with a proven track record of leading business transformation and large teams to improve the customer and employee experience.

Extensive experience of managing remote, multisite and matrix teams to deliver exceptional results in retail and contact centre environments.

An experienced Accredited Coach and qualified Learning and Development professional, who is passionate about developing others.
11:40-12:00 The Future of Customer Interaction: Harnessing the Potential of Virtual Agents
E.ON, one of the world's largest electric utility service providers, recognized the potential of Conversational AI early on. By leveraging the power of a dedicated Center of Excellence and partnering with Cognigy, a leading provider of enterprise Conversational AI platforms, E.ON has successfully deployed over 30 internal and external bots for voice and chat. These bots have conducted millions of automated conversations, resulting in improved customer and agent satisfaction. In this keynote, E.ON will share the steps they took to integrate a voice bot into their service desk, the challenges they faced, and the results achieved.
Speakers: