Skip to content

Upcoming Event

Knowledge Management Conference

Knowledge management (KM) provides a means of improving organisational KPIs while delivering consistently better service across all channels, thereby gaining a competitive advantage and revolutionising the human experience. An effective KM strategy enables organisations to provide exceptional end-to-end customer experiences while lowering support costs, and has the ability to make a significant impact on the bottom line.

  • In-Person Conference
  • Victoria Park Plaza, London
  • Thursday 13th October 2022
Register

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.

Networking-1-1620x1080

Key facts

person-icon
ONE-DAY EVENT
top-level-icon
roundtable sessions
engagement-icon
Interactive Sessions
group-icon
15 Presentations
meeting-icon
Live Event
director-icon
Case Study Presentations

What to expect

Comedy-Reception-1-1620x1080-min
Networking-3-1-1621x1080
Networking-2-1621x1080
VR-1620x1080
ENGAGE-SUMMIT-59-of-309-min
Andrew-Mcguigan-Microsoft-2-1620x1080

TOPIC STREAMS

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.

Using Insights to Personalise the Customer Journey

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.

The Importance of Customer Relationship Management (CRM)

An effective CRM strategy can be a make or break when it comes to utilising data effectively. Join this stream to discover how to maximise the use of your CRM in unifying the customer journey.

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.
Rachael Birtwhistle

Rachael Birtwhistle

Charlotte Tilbury Beauty Learning, Development and Inclusion Partner
Sarah Andrews

Sarah Andrews

Treatwell Senior CRM Manager
Victoria Duxbury

Victoria Duxbury

Bryan Cave Leighton Paisner LLP Associate Director, Knowledge Development LawyerSCOTT

After a decade at the real estate transactional coalface Victoria transitioned to a knowledge development role having nurtured a particular interest in legal innovation, process, accessibility, strategy and communications. She now leads the core real estate knowledge development team at Bryan Cave Leighton Paisner LLP. Victoria comments: “As one of the world’s leading real estate practices, the wealth of real estate legal, commercial and market knowledge at BCLP is staggering – my team’s job is to nurture that and to ensure that it is accessible to all of our lawyers and all of our clients. A key part of what we do is about embracing cutting edge technology and outside the box process. In addition to selecting and imbedding new technology within the firm we have a keen eye on the wider Proptech world and the opportunities that presents for our clients. We feel that we have an important role to play in shaping not just real estate law but the future of the real estate sector”.

BCLP’s market-leading real estate practice combines key sector knowledge, unparalleled technical ability and a commercial focus, which ensures clients receive the best possible support and guidance. They are consistently ranked number one by the legal directories across all of real estate disciplines and their lawyers are recognised as experts in their fields. International capabilities mean that they are well-placed to advise clients from a number of jurisdictions. With over 60 partners and 300 lawyers, their dedicated real estate team has the resources and expertise to meet the requirements of their international client base.

Alex Pierre-Traves

Alex Pierre-Traves

Fidelity International Head of Email Marketing

Alex Pierre-Traves has nearly 20 years of marketing/advertising experience from TV to print and digital.  Alex had his start in advertising at a Y&R network agency in the late 1990s and has worked both agency and brand-side throughout his career. He has worked for a broad range of firms including KPMG, McDonald’s, Shell, GSK, Virgin Atlantic, and Visa. Describing himself as a T-shaped marketer, Alex’s specialty area is CRM marketing, in which he has over seven years’ experience. He is currently the head of email marketing at a global financial services company.

 

Alex has his B.A. International Studies from Loyola University Chicago, M.A. British and EU Politics from London Metropolitan University and LL.B. from The College of Law (London). 

Scott Hague

Scott Hague

Hertfordshire Constabulary Learning & Insights Manager
Scott is responsible for the Voice of the Customer (VoC) strategy and platform at Hertfordshire Police. 

Scott spent 23 years in sales and marketing before joining Hertfordshire Police in 2017, as a call handler answering life threatening 999 and non-emergency 101 calls from members of the public. This provided Scott with valuable learning on front-line pressures and the working environment, which would later feed into the VoC strategy.

Pioneered and launched in 2019, Scott and his team have digitised Hertfordshire Police’s capability to capture, analyse and act upon from feedback received. 

From triggered two-way conversational SMS and localised community feedback web pages to an outreach program that has reached over 410,000 people in Hertfordshire, the VoC strategy has been heavily influenced from Scott’s private sector learning.

To date, the VoC strategy has delivered 171,000 insights across 212 feedback channels covering every customer touchpoint from callers of 999/101, victims of crime and ASB and residents. 

The VoC programme has helped to shape how local policing priorities are set from public feedback along with several new services being launched, such as real-time SMS updates when police attend an incident or when a call has been passed to another team for review. 
Nick King

Nick King

AutoTrader Insights 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.
Cat Harris

Cat Harris

Mediabrands UK Head of Learning & Development
An L&D lifer with experience in the entertainment, insurance, tech and media sectors. Driven by supporting others, developing communities and ensuring learning & development is accessible to all. Like all of us I’ve transitioned into the hybrid working environment and needed to learn new ways of working with technology, remote delivery and a different style of engaging with audiences – it’s been a journey for sure!

My current focus is ensuring accessibility and inclusivity for all, no matter your ability, neurodivergence or disability. I head up the Neurodiverse and Disability Network and work with others to ensure all employees have access to what they need in order to succeed.

I’m also a proud working parent (who has just survived the first summer holidays!)
Scott Parker

Scott Parker

Sinequa Product Marketing Director
Scott Parker is the Product Marketing Director at Sinequa. Scott believes that using modern technology to connect individual workers to the collective knowledge and expertise of an organization in order to do their jobs more effectively drastically improves the overall performance of the entire organization. Scott holds a graduate degree in Software
Engineering from Carnegie Mellon University and has worked in a variety of roles at companies including Bloomberg Industry Group, IBM Watson and NetBase before joining
Sinequa.
Steve Kennedy

Steve Kennedy

eGain Director of Solutions
Stephen Kennedy heads the EMEA solutions team for eGain.  Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits
08:55-09:00 Host 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.
09:00-09:30 The Importance of Customer Relationship Management in Knowledge Management: A Fireside Chat with Alex Pierre-Traves, Head of CRM at Fidelity International

Crucial to enhancing the knowledge we hold about our customers is the way we store customer data. Join this fireside chat to discover how Fidelity International are transforming their CRM operations in order to enhance the overall customer experience through the knowledge we hold.

Speaker:

Alex Pierre-Traves
Alex Pierre-Traves
Fidelity International
Head of Email Marketing

Alex Pierre-Traves has nearly 20 years of marketing/advertising experience from TV to print and digital.  Alex had his start in advertising at a Y&R network agency in the late 1990s and has worked both agency and brand-side throughout his career. He has worked for a broad range of firms including KPMG, McDonald’s, Shell, GSK, Virgin Atlantic, and Visa. Describing himself as a T-shaped marketer, Alex’s specialty area is CRM marketing, in which he has over seven years’ experience. He is currently the head of email marketing at a global financial services company.

 

Alex has his B.A. International Studies from Loyola University Chicago, M.A. British and EU Politics from London Metropolitan University and LL.B. from The College of Law (London). 

09:30-10:00 Knowledge Hub: The Missing Ingredient in Digital CX and EX Transformation

When the pandemic hit, many organizations rushed to add digital channels for customer engagement. However, the more touchpoints they added, the more their CSAT dove, stymieing their digital transformation initiatives. The reason? Ignoring knowledge management, according to leading analysts. They are recommending KM as the #1 technology to improve CX, EX (employee experience), and operating performance in 2022. However, legacy KM has failed to deliver the goods. You need it to modernize knowledge with a hub for success in the digital era.

Some Fortune 500 leaders are already doing it for transformational results.

Speaker:

Steve Kennedy
Steve Kennedy
eGain
Director of Solutions
Stephen Kennedy heads the EMEA solutions team for eGain.  Working with eGain’s customers and prospects, he helps clients understand the benefits that can be obtained with a successful eGain implementation. Stephen started his career with Sterling Software where he managed the Northern European support centre. Using effective knowledge during his tenure at Sterling software, he moved into a Pre-Sales role, working with prospects and customers to achieve some of the results he attained. For the last 20+ years, Stephen has been involved in many aspects of the implementation of successful Customer Service environments and ensuring that customers attain the expected benefits
10:00-10:30 E.ON Case Study: Using Knowledge Management to Drive a Customer Success Culture

How do you deliver exceptional customer experiences, consistently and efficiently? Well, it all starts with the type of culture you foster at your organisation.

In this keynote, you will learn the practical steps and building blocks used by E.ON Next to disrupt an outdated and out of touch industry, using the Digital Customer Success Framework, which focuses on organisational design, a knowledge management system, a customer-centric operating model and a high performance culture.

To kick-off the knowledge management conference, this keynote will show real case studies of how E.ON Next used a very unique knowledge management system to craft targeted customer experiences and rapidly adapt to ever evolving customer needs and priorities.

Speaker:

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.
10:30-11:00 Coffee & Networking
Stream: Increasing Engagement Across Different Channels
11:00-11:20 Treatwell Case Study: Revamping our CRM to Improve the Customer Journey

Over the last year, Treatwell have changed the way their CRM operates, and they're seeing huge success when it comes to segmenting customer data and improving the overall customer journey. 

Speaker:

Sarah Andrews
Sarah Andrews
Treatwell
Senior CRM Manager
11:20-11:50 Retain and Deliver Knowledge across the Enterprise despite the Great Resignation

The Great Resignation is affecting organizations in many ways, including critical knowledge loss. As employees leave, much of their expertise leaves with them, resulting in knowledge gaps. Meanwhile, current employees don’t have the resources or past knowledge to do their best work and perform at the top of their profession. It becomes a vicious circle: as more employees become frustrated, more leave, and less knowledge is shared and so more frustration ensues.

Organizations face a chasm in what information is available and how to best deliver it to employees. IT professionals and business users tend to see these needs as different; although, both agree that having advanced search capabilities is crucial to the organization’s survival.

This presentation will address why search matters to four critical stakeholders:

• IT Professionals see the importance of advanced search across the enterprise;

• Business leaders see insights turn into the positive organizational impact of intelligent search;

• KM leaders learn what to consider when pursuing an intelligent search solution; and

• End-user employees become excited by the latest advancements in relevance by using neural search to work at the top of their game.

Speaker:

Scott Parker
Scott Parker
Sinequa
Product Marketing Director
Scott Parker is the Product Marketing Director at Sinequa. Scott believes that using modern technology to connect individual workers to the collective knowledge and expertise of an organization in order to do their jobs more effectively drastically improves the overall performance of the entire organization. Scott holds a graduate degree in Software
Engineering from Carnegie Mellon University and has worked in a variety of roles at companies including Bloomberg Industry Group, IBM Watson and NetBase before joining
Sinequa.
11:50-12:10 Fireside Chat with Pete Evia-Rhodes, Head of Customer Engagement at Simplyhealth
Speaker:

Pete Evia Rhodes
Pete Evia Rhodes
Simply Health
Head of Customer Engagement

Pete is a true customer champion, using insight with innovation to help successfully develop customer centric propositions. These have included BT Mobile, A.I led content recommendations at The Times, alongside award winning contact centres. He's currently Head of Customer Engagement at Simplyhealth, leading their omni-channel CRM Strategy & MarTech evolution. Additionally Pete's key noted at Engage, INMA, and CCW. He's been published in the Chartered Institute of Marketing, as well as The Harvard Business Review. Recognised by Customer Experience Magazine as one of the top 50 most influential professionals in customer experience.

12:10-12:30 Internal and External Benefits of Knowledge Management: A Fireside Chat with Victoria Duxbury, Knowledge Management Director at BCLP Law
Speaker:

Victoria Duxbury
Victoria Duxbury
Bryan Cave Leighton Paisner LLP
Associate Director, Knowledge Development LawyerSCOTT

After a decade at the real estate transactional coalface Victoria transitioned to a knowledge development role having nurtured a particular interest in legal innovation, process, accessibility, strategy and communications. She now leads the core real estate knowledge development team at Bryan Cave Leighton Paisner LLP. Victoria comments: “As one of the world’s leading real estate practices, the wealth of real estate legal, commercial and market knowledge at BCLP is staggering – my team’s job is to nurture that and to ensure that it is accessible to all of our lawyers and all of our clients. A key part of what we do is about embracing cutting edge technology and outside the box process. In addition to selecting and imbedding new technology within the firm we have a keen eye on the wider Proptech world and the opportunities that presents for our clients. We feel that we have an important role to play in shaping not just real estate law but the future of the real estate sector”.

BCLP’s market-leading real estate practice combines key sector knowledge, unparalleled technical ability and a commercial focus, which ensures clients receive the best possible support and guidance. They are consistently ranked number one by the legal directories across all of real estate disciplines and their lawyers are recognised as experts in their fields. International capabilities mean that they are well-placed to advise clients from a number of jurisdictions. With over 60 partners and 300 lawyers, their dedicated real estate team has the resources and expertise to meet the requirements of their international client base.

12:30-13:00 The Age of Knowledge: How you can lay the Foundation of the Future of Work and Customer Engagement with Knowledge Automation

We are rapidly moving into the next phase of the information age - the age of knowledge! We will showcase companies that have realized this already and show you why having an integrated data, knowledge and AI strategy is a competitive advantage for you. Investing in the right knowledge architecture that can better support AI initiatives is critical to maximize technology investments, improve employee productivity and increase the engagement of your customers. Knowledge Infrastructure converts information into the bite sized answers that your customers are looking for and that both humans and machines need to operate effectively in the modern workplace and to provide the best customer experience ever.

Learn why investing in Knowledge Infrastructure is the most valuable investment that you can make to prepare your organization for the future - the age of knowledge!

13:00-14:00 Lunch & Networking
Stream: Enhancing Knowledge Within the Organisation
14:00-14:20 Creating a Successful L&D Strategy to Enhance Knowledge: A Fireside Chat with Cat Harris, Head of Learning & Development at Mediabrands UK

Crucial to Knowledge Management strategies is ensuring that our people have access to relevant programmes to allow them to learn and develop. Join our exclusive interview with Cat, where you'll discover:

  • How Learning and Development has evolved over the past few years
  • How the pandemic has impacted the culture of L&D
  • What organisations should be focusing on when it comes to helping their people learn and develop
  • Advice on how to set up a L&D strategy/team
Speaker:

Cat Harris
Cat Harris
Mediabrands UK
Head of Learning & Development
An L&D lifer with experience in the entertainment, insurance, tech and media sectors. Driven by supporting others, developing communities and ensuring learning & development is accessible to all. Like all of us I’ve transitioned into the hybrid working environment and needed to learn new ways of working with technology, remote delivery and a different style of engaging with audiences – it’s been a journey for sure!

My current focus is ensuring accessibility and inclusivity for all, no matter your ability, neurodivergence or disability. I head up the Neurodiverse and Disability Network and work with others to ensure all employees have access to what they need in order to succeed.

I’m also a proud working parent (who has just survived the first summer holidays!)
14:20-14:40 Charlotte Tilbury Case Study: People Centred: Leadership & Culture

At Charlotte Tilbury, even though internal, employees are treated as key customers, and it is important to us to create a seamless experience for them.

In this presentation we will discuss why nurturing and developing our dreams teams is at the heart of everything we do. We look at how we immerse them into the world of the brand, and our support from contract signing right through to their continuous personal and professional development.

Onboarding is just one of our initial mechanisms to do so but we have several programmes and opportunities in place to nurture our fabulous internal talent and our most exciting passion project soon to be launched, is our Manager Development Experience forming phase 2 of our Confidence Curriculum, which I will be excited to talk to you about.

Everything we offer to our dream teams at Charlotte Tilbury is always delivered through an inclusivity lens which is aligned to our overarching purpose, to ensure that everyone, everywhere feels the most beautiful and confident version themselves.

Speaker:

Rachael Birtwhistle
Rachael Birtwhistle
Charlotte Tilbury Beauty
Learning, Development and Inclusion Partner
Stream: The Importance of Customer Relationships
14:40-15:00 How We Turned Digital Data Into Customer Knowledge: A Fireside Chat with Scott Hague, Learning & Insights Manager at Hertsfordshire Constabulary

Engage Awards finalist status doesn't come easy, but the work that Scott and his team have done to utilise customer insight in order to truly deliver what their customers want has led to them becoming finalists in the 2022 Engage Awards. Join this session to discover exactly how Hertfordshire Constabulary fully met their callers' needs through knowledge management.

Speaker:

Scott Hague
Scott Hague
Hertfordshire Constabulary
Learning & Insights Manager
Scott is responsible for the Voice of the Customer (VoC) strategy and platform at Hertfordshire Police. 

Scott spent 23 years in sales and marketing before joining Hertfordshire Police in 2017, as a call handler answering life threatening 999 and non-emergency 101 calls from members of the public. This provided Scott with valuable learning on front-line pressures and the working environment, which would later feed into the VoC strategy.

Pioneered and launched in 2019, Scott and his team have digitised Hertfordshire Police’s capability to capture, analyse and act upon from feedback received. 

From triggered two-way conversational SMS and localised community feedback web pages to an outreach program that has reached over 410,000 people in Hertfordshire, the VoC strategy has been heavily influenced from Scott’s private sector learning.

To date, the VoC strategy has delivered 171,000 insights across 212 feedback channels covering every customer touchpoint from callers of 999/101, victims of crime and ASB and residents. 

The VoC programme has helped to shape how local policing priorities are set from public feedback along with several new services being launched, such as real-time SMS updates when police attend an incident or when a call has been passed to another team for review. 
15:00-15:20 AutoTrader Case Study: Personalising the customer journey with Data and Insight

Car buying buying is not a linear process or journey but a series of jobs one has to complete.

Our new research establishes a series of jobs that must be accomplished by all buyers before they make their purchase. And these are varied and complicated. Creating pain points. If we can understand these pain points and help eradicate them before they visit the retailer, car buyers said they would buy more cars more often. I’ll examine these and learn how we can all make life easier for the car buyers, and hence sell more cars.

Join Nick to learn how one can alleviate these pain points with Data and Insight. These are real life example he has used for the automotive industry but ones that can be adopted by any other industry.

Speaker:

Nick King
Nick King
AutoTrader
Insights 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.
15:40-16:10 Coffee & Networking
16:10-16:45 Panel Discussion: Engaging Colleagues and Customers through Knowledge Across Different Channels

Join our panel to discover how our experts are achieving success with colleague and customer experience through knowledge management strategies that span different channels. One of the key aspects of a successful engagement strategy is that it flows seamlessly no matter which channel a colleague/customer uses, so don't miss out on joining this panel to discover how our experts are achieving success.

Speakers:

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.
Nick King
Nick King
AutoTrader
Insights 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.
Scott Hague
Scott Hague
Hertfordshire Constabulary
Learning & Insights Manager
Scott is responsible for the Voice of the Customer (VoC) strategy and platform at Hertfordshire Police. 

Scott spent 23 years in sales and marketing before joining Hertfordshire Police in 2017, as a call handler answering life threatening 999 and non-emergency 101 calls from members of the public. This provided Scott with valuable learning on front-line pressures and the working environment, which would later feed into the VoC strategy.

Pioneered and launched in 2019, Scott and his team have digitised Hertfordshire Police’s capability to capture, analyse and act upon from feedback received. 

From triggered two-way conversational SMS and localised community feedback web pages to an outreach program that has reached over 410,000 people in Hertfordshire, the VoC strategy has been heavily influenced from Scott’s private sector learning.

To date, the VoC strategy has delivered 171,000 insights across 212 feedback channels covering every customer touchpoint from callers of 999/101, victims of crime and ASB and residents. 

The VoC programme has helped to shape how local policing priorities are set from public feedback along with several new services being launched, such as real-time SMS updates when police attend an incident or when a call has been passed to another team for review. 
16:45 Event Close
“A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation”
VistaJet VistaJet-Logo
“Easy to register and access presentations. Very well organised and chaired. Great case studies focused on current affairs”
HSBC Plc HSBC-Logo
“I can't commend you enough on the quality of speakers. Excellent to hear from world class brands all in one place"
Marks & Spencer MarksAndSpencer
“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 2560px-Serco_logo.svg

HEADLINE SPONSOR

SPONSORS INCLUDE

Looking for sponsorship opportunities?

Find out more

VENUE DETAILS

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.

video-holding

Ready to build a better
customer experience?

Register to attend this event.

Find out more