OFFICIAL EVENT GUIDE T H U R S D AY 1 5 M A R C H VICTORIA PARK PLAZA, LONDON
MARKETING IS PLAYING AN INCREASINGLY PIVOTAL ROLE IN CREATING THE CX
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ORGANISED BY:
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EXPERIENCE THE PLATFORM FOR YOURSELF: www.selligent.com 020 8004 6051
WELCOME
THE TEAM Steve Hurst Editorial Director steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director nick.rust@ebm.media T: 01932 506 301 Katie Donaldson Senior Marketing Executive katie.donaldson@ebm.media T: 01932 506 302 James Cottee Senior Sponsorship Sales james.cottee@ebm.media T: 01932 506 309
A warm welcome to our first CX Marketing Summit, which follows on from the success of our flagship Customer Engagement Summit, now in its seventh year, and firmly established as Europe’s premier customer engagement conference. Our aim is to develop this Summit into the same market leading position.
James Major Sponsorship Sales james.major@ebm.media T: 01932 302 110 Alex Webb Sponsorship Sales alex.webb@ebm.media T: 01932 506 303
Research shows that the marketing function is playing an increasingly important role in the CX as advances in technology enable greater customer understanding and insight, allowing organisations to tailor their strategies to ever more demanding and proactive customers.
Kimberly Bishop Sponsorship Sales kim.bishop@ebm.media T: 01932 506 308
Our case study driven CPD accredited Summit will examine in detail the key issues, challenges and opportunities facing the marketing community against this background of these new technologies – from Advanced Analytics and Biometrics through to Virtual and Augmented Reality, Robotics and Artificial Intelligence.
Dan Skinner Membership Sales dan.skinner@ebm.media T: 01932 506 307
These constantly evolving technologies are allowing organisations to take an increasingly holistic view of their customers across the enterprise while at the same time facilitating the delivery of personalised offerings and co-creation opportunities to further enhance the CX.
Dan Keen Membership Sales dan.keen@ebm.media T: 01932 506 306 Hannah Mulea Marketing Executive hannah.mulea@ebm.media T: 01932 302 112 Sabrina Clarke Finance Department finance@ebm.media T: 01932 500 103
WELCOME
Delegates attending today will learn about the CX strategies of brands as diverse as Secret Escapes, Bupa, John Lewis, The Economist, Samsung, Google, Hermes and Marks and Spencer. There will also be special sessions around the impact of GDPR which comes into effect just ten weeks from today’s Summit on May 25. The CX Marketing Summit will feature the latest networking and engagement technologies designed to allow delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver successful CX strategies over the long term for sustainable competitive advantage. Have a great day Steve Hurst, Editorial Director
CxMarketingSummit.com
@EbmCxMarketing #EngageSummits EngageCxMarketing.com
CX Marketing Summit 2018 is organised by Engage Business Media Ltd Join EngageCxMarketing.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460
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MAKING TECHNOLOGY THIN NK
Converrsational A Are you ready? Te eneo is the AI platfo orm built fo or enterprise. It enables trusted brands and g global household names to create advvanced, multi-modal conversational AI ap pplications across corporate applications, websites e , mobile devices, IoT and more, in 35 languagees.
See Teneo in action at the CX C Marketing Sum mmit Visit all day: Booth h5 Hear - 12:20 - 12:40pm: 12:40pm: “U Using Conversational AI to Deliver the Ultimate Experience� Participate - 11:00am and 2:00pm: Conversational AI Roundtables
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CONTENTS
Visitor Information
4
Speakers
6-8
Sponsors
9
What’s On
11
Agenda Summary
12-13
Floorplans
15 & 17
PLENARY 18 18 19 19
20 21 24 25 26
HALL 1
The Role of Marketing in the CX GDPR Fake News Live: Separating the Facts From the Fiction Loyalty Deciphered: How Emotions Drive Genuine Engagement Market Segmentation: The Bedrock of Profitable Customer Experience
PLENARY
• • • •
HALL 1 • • • • •
CX Analytics For Marketing The Multichannel Customer Journey Part One CX Strategy & Innovation Customer And Employee Experience Across The Enterprise The Multichannel Customer Journey Part Two
HALL 2 Digital Transformation Artificial Intelligence, IoT and Robotics Voice of the Customer Customer Loyalty and Personalisation Customer Data & Intelligence Including GDPR
28 29 32 33 36
Focus Groups
37
Loyalty deciphered – HOW EMOTIONS DRIVE CUSTOMER ENGAGEMENT
38-41
Platinum Sponsor Profiles
45
Gold Sponsor Profiles
47
Notes
48
Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions. ©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.
Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG
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FEATURE
FEATURE
HALL 2
• • • • •
VISITOR INFORMATION
CONFERENCE HOURS: 08:15 – 09.00
Registration & Coffee
09:00 – 10.25
Plenary Keynotes
10.25 – 10.55
Networking & Coffee Break
10:55 – 13.00
Presentations and Focus Group
13:00 – 14:00
Lunch
14:00 – 16:00
Presentations & Focus Group
16.00 – 16.30
Networking & Coffee Break
16:30 – 17:30
Presentations
17:30 – 18.30
Drinks & Networking Party
18:30
Event Close
Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 2 throughout the day. At the Drinks Networking Party at the end of the day a complimentary Beer/Glass of Wine is provided. • • • • •
Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break Drinks Networking Party
Cloakroom: There are free cloakrooms available for delegates. These are located on Lower Level 2.
Wi-Fi: There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network. No password is required.
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Join the Conversation: @EbmCxMarketing #EngageSummits
First Aid: Please visit the registration desk on Lower Level 2 should you require assistance. Canvassers: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show. Business Amenities: The Victoria Park Plaza hotel features all the services and amenities expected of top central London hotels. Guests enjoy a fitness centre, 24-hour room service, baggage storage, foreign currency exchange and an array of other first-class services. Travel: The venue is situated within walking distance of Victoria train, coach, bus and Underground stations.
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of consumers c talk about poor cusstomer service experiences with other people
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YOU CA CAN AN T THESE E TRE ENDS E S If you have a customerr experience challenge ge that you’d likke to explore with an award d winning CX agencyy, callll us to t enqu uire how our free Discovery Workshop p could help. hel
MAKING TH HE WORLD OF WORK BETTER Email: hello@nkd.co.uk
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nkd.co.uk
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Tel: 0203 470 0230 Te
SPEAKERS
Claire Sporton
Guy Johnson
Wally Brill
Confirmit
Marks & Spencer
Google Adecco
Stephanie Lee
Dylan Bourguignon
Gerry Brown
P C Henderson
So-Sure
IDC
Rachel Carrell
Sue Stoneman
Jeremy Nicholson
Koru Kids
NKD
Allen Brothers
Giuseppe Caltabiano
Malcolm McDonald
Rumyana Miteva
Scorch Agency
Cranfield University School of Management
Secret Escapes
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SPEAKERS
Gagandeep Gadri
Denise Law
Michel Koch
Capgemini Consulting
The Economist
AMK Digital
Anna Wilcox
Machaela Shepherd
Cameron Worth
Bupa
Bupa
SharpEnd: The Agency of Things
Chris Hall
Manuela Pifani
Adam Jeacock
Network Research
Kingfisher
Smith & Ouzman
Nick Worth
Jonathan Armstrong
Andy Peart
Selligent Marketing Cloud
Cordery
Artificial Solutions
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SPEAKERS
Steve Kato-Spyrou
Darrell Murphy
Gustavo Imhof
John Lewis
St Giles Hotel Group
Hermes
Julian Poulter
Ranjan Hasan
Jamie Thorpe
Gartner
Artificial Solutions
Kantar TNS
Nyasha Pitt
Chris Insall
Frank Burnett-Alleyne
AnchorCert
Virgin Holidays
Artificial Solutions
Darren George
Rob Janes
Rachel Lane
Samsung
Thunderhead
Medallia
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SPONSORS
THANK YOU TO OUR SPONSORS PLATINUM SPONSORS
GOLD SPONSORS
BRONZE SPONSOR
9
Richer Insights Smarter Decisions s Faster Reactions
With Confirmit’s Voice of the Cu C stomer solution you can:
Listen to the Voice of the Customer through a multi-channel solu ution
Integrate that voice with existing data to generate powerful insights
Take actions that deliver real and measurable business change e
Learn more at http://bit.ly/CXmarketing g or call us at +44 020 3053 9333 © 2018 Confirmit. All rights reserved. Other marks referenced herein are the property of their respective owners.
WHAT’S ON
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AGENDA SUMMARY
PLENARY KEYNOTES
09:00
Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting
09:05
The Role of Marketing in the CX Julian Poulter, Research Director, Gartner
09:25
GDPR Fake News Live: Separating the Facts from the Fiction Jonathan Armstrong, Partner, Cordery Compliance
09:45
Loyalty Deciphered: How Emotions Drive Genuine Engagement Gagandeep Gadri, Vice President, Capgemini Consulting
HALL 1 10:55
Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting
CX ANALYTICS FOR MARKETING 11:00
Secret Escapes Case Study: Digital Advertising in the Machine Age Rumyana Miteva, Head of Search, Secret Escapes
11:20
Disruption, Destruction or Indifference? Chris Hall, Commercial Director, Network Research
11:40
Is Marketing Adopting a CX Orientation? IDC Market Research with European Marketers Reveals Surprising Truths Gerry Brown, Research Director, IDC
THE MULTICHANNEL CUSTOMER JOURNEY PART ONE 12:00
Virgin Holidays Case Study: Helping Customers to Seize the Holiday Chris Insall, Customer Communications Manager, Virgin Holidays
12:20
Marketing Today: Why Does This all Seem so Hard? Nick Worth, CMO, Selligent Marketing Cloud
12:40
Bupa Case Study: Getting the Experience Right, by Design Anna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer Experience Senior Manager, Bupa
13:00
Lunch
CX STRATEGY & INNOVATION 14:00
Koru Kids Case Study: Childcare – The Last Frontier of Service Design Rachel Carrell, CEO, Koru Kids
14:20
Winning in the Age of Experience Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS
14:40
So-Sure Case Study: Technology and CX – Keeping it Human Dylan Bourguignon, CEO, So-Sure
CUSTOMER AND EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE 15:00
John Lewis Case Study: Using Service Design To Break Down Business Silos Steve Kato-Spyrou, UX Architect, John Lewis
15:20
Game Changing CX – Built from the Inside Out Sue Stoneman, CEO, NKD Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS
15:40
Panel Discussion Steve Kato-Spyrou, Sue Stoneman & Manuela Pifani, Group Director of Customer Experience, Kingfisher
16:00
Coffee & Networking Break
THE MULTICHANNEL CUSTOMER JOURNEY PART TWO 16:30
The Economist Case Study: The Evolution of Product Development Denise Law, Head of Strategic Product Development, The Economist
16:50
Stop Thinking Channels and Start Thinking Journeys Rob Janes, Sales Director, Thunderhead
17:10
AnchorCert Group Case Study: Changing Perceptions to Change Fortunes… Nyasha Pitt, Head of Communications, AnchorCert
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17:30
Drinks & Networking
AGENDA SUMMARY 10:05
10:25
Market Segmentation: The Bedrock of Profitable Customer Experience Malcolm McDonald, Professor of Marketing, Cranfield University School of Management
FOCUS GROUPS 11:00 12:00
Putting Conversational AI at The Heart of Your Digital Transformation Journey Ranjan Hasan, Artificial Solutions
Coffee and Networking
14:00 15:00
Delivering Frictionless Customer Engagement with Conversational AI Frank Burnett-Alleyne, Artificial Solutions
HALL 2 10:55
Chair’s Introduction: Helen Wilson, Chief Marketing and Communications Officer, IPSOS Loyalty
DIGITAL TRANSFORMATION 11:00
Growing Through Self-Disruption Michel Koch, Former CMO, Time Inc UK
11:20
Medallia Case Studies: How Eurostar and Electrolux Transformed Their Business with Digital Voice of Customer Rachel Lane, Digital Solutions Principal, Medallia
11:40
Smith & Ouzman Case Study: Digital Transformation – Why Hasn’t Paper Been Killed off and What Does our Digital Future Look Like Adam Jeacock, Head of Marketing and Business Development, Smith & Ouzman
ARTIFICIAL INTELLIGENCE, IOT AND ROBOTICS 12:00
Are Friends Electric? Marketing and Branding in the Age of Alexa, Siri, Cortana, and the Google Assistant Wally Brill, Senior Persona Designer, Google Adecco
12:20
Using Conversational AI to Deliver the Ultimate Experience Andy Peart, Chief Marketing & Strategy Officer, Artificial Solutions
12:40
How Consumer Brands are Embracing the Internet of Things… Cameron Worth, Founder, SharpEnd: The Agency of Things
13:00
Lunch
14:00
P C Henderson Case Study: Improving Customer Experience in a Complex Market Stephanie Lee, Marketing Manager, P C Henderson
14:20
The Survey is Dead… A Survival Guide for CX Claire Sporton, SVP – CX Innovation, Confirmit
14:40
Hermes Case Study: Harnessing The Real Power of Your VOC Gustavo Imhof, Customer Experience Manager, Hermes
VOICE OF THE CUSTOMER
CUSTOMER LOYALTY AND PERSONALISATION 15:00
Allen Brothers Case Study: Embrace Obstacles, Gild Your Lily Jeremy Nicholson, Digital Marketing Specialist, Allen Brothers
15:20
How Psychology Can Improve Design and Content Marketing Giuseppe Caltabiano, Chief Strategist, Scorch Agency
15:40
St Giles Hotel Group Case Study: Customer Engagement Through Employee Choice, Delivering The St Giles Experience Darrell Murphy, Director of Training and Health and Safety, St Giles Hotel Group
16:00
Coffee & Networking Break
16:30
Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer
16:50
Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung
17:10
Panel Discussion Guy Johnson & Darren George
17:30
Drinks & Networking
CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR
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Navigating and activating the CX moments that matter ...and avoiding those that don’t INSIGHT Emotional and functional led conversations ACTIVATION Creating true, sustainable CX cultures ANALYTICS Prioritise based on the ROI of CX PLATFORM Technology as an enabler
For further information please email the team at cx@kantartns.com
FLOORPLAN
Stage
Lower Level 2
HALL 1 • CX ANALYTICS FOR MARKETING • THE MULTICHANNEL CUSTOMER JOURNEY PART ONE
HALL 1
• CX STRATEGY & INNOVATION • CUSTOMER & EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE • THE MULTICHANNEL CUSTOMER JOURNEY PART TWO
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5
Catering
4
9
HALL 2 • DIGITAL TRANSFORMATION • ARTIFICIAL INTELLIGENCE, IOT AND ROBOTICS • VOICE OF THE CUSTOMER • CUSTOMER LOYALTY AND PERSONALISATION
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HALL 2
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• CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR
Registration FOCUS GROUPS
To Lifts
FOCUS GROUPS 11:00 12:00
Putting Conversational AI at The Heart of Your Digital Transformation Journey Ranjan Hasan, Artificial Solutions
14:00 15:00
Delivering Frictionless Customer Engagement with Conversational AI Frank Burnett-Alleyne, Artificial Solutions
Stage
Stairs to Reception
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Successful CX across billions of human moments and millions of individual journeys is really hard.
We can help you figure it out. Attend Rob Janes’ presentation at 16:50 in Hall 1 or visit the Thunderhead Booth for a chat.
FLOORPLAN
Expo Hall & Refreshments
Contact: E: tfarrow@medallia.com T: +44 203 6805 750 W: www.medallia.com/digital
Contact: Nab Kalsi E: nab@nkd.co.uk T: +44 (0) 203 4700 230 W: www.nkd.co.uk
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Contact: Frank Burnett-Alleyne T: +44 (0)1635 523267 W: www.artiďŹ cial-solutions.com
Catering
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9 Contact: T: +44 (0)20 3053 9333 W: www.conďŹ rmit.com
Contact: E: info@networkresearch.co.uk T: 0207 6805100 W: www.networkresearch.co.uk
Contact: E: Info.uk@selligent.com T: +44 (0) 208 004 6051 W: www.selligent.com
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Contact: Simon Neve E: simon@wizu.com W: wizu.com
10 Contact: W: www.thunderhead.com
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CONFERENCE PROGRAMME
PLENARY
09:0009:05
CHAIR’S INTRODUCTION:
09:0509:25
The Role of Marketing in the CX
Martin Hill-Wilson, Founder, Brainfood Consulting
Julian Poulter, Research Director, Gartner In this keynote Julian Poulter, Research Director at Gartner, looks at who is responsible for CX, is this marketing? If it is marketing, what are their responsibilities, what CX projects should they work on, what are the benefits that could result and what are some of the challenges facing them?
PLENARY
Julian’s keynote is based on recent research by Gartner surveying CMOs and other senior leaders about customer experience.
A sales and marketing professional with 30+ years of experience in IT sales & marketing, management and consulting. Extensive knowledge and experience of enterprise software sales in many sectors including business intelligence, data warehousing, CRM, content marketing and marketing automation. Involved in helping many startups and lean businesses get going in the UK.
09:2509:45
GDPR Fake News Live: Separating the Facts from the Fiction Jonathan Armstrong, Partner, Cordery GDPR is today’s hot topic. But among the facts there is plenty of GDPR fiction. GDPR fake news is sweeping the nation. In this talk Jonathan will continue the fight against a modern evil putting the sword to some of the most common items of GDPR fake news.
Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries. In addition to being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe. Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to assess their customer engagement strategy post-GDPR. Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their 2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 and has focused on technology, risk and governance matters for more than 20 years.
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PLENARY 09:4510:05
CONFERENCE PROGRAMME
Loyalty Deciphered: How Emotions Drive Genuine Engagement Gagandeep Gadri, Vice President, Capgemini Consulting Did you know that 70% of consumers with high emotional engagement are willing to spend up to two times or more on brands they are loyal to? Are your customers as loyal as you think they are? What do consumers really want from a brand? In this presentation, Gagandeep will explore what loyalty means today, how emotions drive loyalty and what you can do to build closer emotional connections with consumers.
Gagandeep is Vice President and Head of Capgemini Consulting’s UK Customer Experience and Analytics practice. He has over 20 years of multichannel consulting experience from around the world. He works with organisations to improve their customer experience through implementing analytics, improved customer service, compelling loyalty and marketing solutions driving higher sales and better service to customers.
Market Segmentation: The Bedrock of Profitable Customer Experience Malcolm McDonald, Professor of Marketing, Cranfield University School of Management Blockchain; augmented reality; predictive analytics; robotics; artificial intelligence; voice biometrics; technologies for GDPR etcetera will only ever deliver value if your segmentation is correct. As Mark Ritson of LBS said: “Marketers who mistake Millennials for segments need a new job” One of the major problems with the whole customer experience movement is that, without great care, suppliers often end up achieving only an average level of customer satisfaction across the whole market, given that in any market there will always be at least ten needs‐based segments exhibiting different attitudes and behaviours. Even worse, if this is the case, reputation and profitability are also damaged. This keynote will briefly summarise Cranfield research that spells out the marketing factors that have been shown to lead to long term profitability and will set this firmly within the context of the overall conference theme. In particular, this keynote will spell out a process for linking customer experience strategies to sales and profit growth.
Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc. He spends much of his time working with the operating boards of the world’s biggest multinational companies, such as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN and Australasia. He has written forty four books, including the best seller “Marketing Plans; how to prepare them; how to use them”, which has sold over half a million copies worldwide. Hundreds of his papers have been published. Apart from market segmentation, his current interests centre around the measurement of the financial impact of marketing expenditure and global best practice key account management. He is an Emeritus Professor at Cranfield and a Visiting Professor at Henley, Warwick, Aston and Bradford Business Schools. In 2006 he was listed in the UK’s Top Ten Business Consultants by the Times.
10:2510:55
Coffee and Networking
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PLENARY
10:0510:25
CONFERENCE PROGRAMME
10:5511:00
HALL 1
CHAIR’S INTRODUCTION: Martin Hill-Wilson, Founder, Brainfood Consulting
Martin is a leading customer engagement and digital business strategist and also 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 omnichannel 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.
HALL 1
CX ANALYTICS FOR MARKETING 11:0011:20
Secret Escapes Case Study: Digital Advertising in the Machine Age Rumyana Miteva, Head of Search, Secret Escapes Today’s empowered consumers are more demanding and impatient than ever before, and expect assistive experiences. Learn how machine learning is enabling travel businesses such as Secret Escapes to meet those expectations, while saving time and improving performance.
As Head of Search at Secret Escapes, Rumyana has a deep understanding of the current Paid and Organic search ecosystem. With over 8 years of experience in Digital Marketing she has worked for various brands and managed a portfolio of over a billion keywords. She decided to pursue a career in Performance Marketing because it is constantly evolving, which makes it equally appealing and challenging. Rumyana is a regular conference speaker and a judge at the UK Biddable Awards.
11:2011:40
Disruption, Destruction or Indifference? Chris Hall, Commercial Director, Network Research Disruptor brands are driving innovation in technology and customer value across various sectors. New research from Network Research shares a new segmentation model that demonstrates that no brand, sector or business model is safe from the threat of disruption. Yet by understanding attitudes as well as demographics, the right targeting strategies can be put in place to get maximum impact from marketing budgets to fight off a disruptor brand.
Chris has over 20 years research experience in senior roles within agencies and clients. He’s worked across various sectors, ranging from media and advertising, to retail and hospitality to financial services and healthcare. At Network Research, Chris heads up a team of professionals who work with client partners to improve customer loyalty and profitability by measuring and improving the customer experience. With the ever increasing focus on listening to customers and acting on feedback, Chris and his team work with brands such as TSB, Molson Coors and Allianz to deliver insights that make a real difference to business performance. Chris will be revealing newly published research on the appeal of Disrupter brands and the threat or opportunities this presents to more established brands. Chris is a “Nonchalant Disrupter”. Attend his session to find out how disruptive he is!
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HALL 1 11:4012:00
CONFERENCE PROGRAMME
Is Marketing Adopting a CX Orientation? IDC Market Research with European Marketers Reveals Surprising Truths Gerry Brown, Research Director, IDC Marketing Departments traditionally have a branding, lead generation and conversion culture. Marketing’s switch towards a more nurturing service‐driven CX orientation is much discussed, but what is the promise of CX? And is this pivot happening in practice? If so, how quickly? Attend this session to benchmark your marketing operations’ sharing of CX data and digital tools with Sales and Service, CX measurement, digital transformation and more.
Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer experience, customer communications and cross-channel engagement. Previously Gerry was a senior analyst for Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered Institute of Marketing (CIM) on its Masters-level course in strategic marketing management. Earlier in his career Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown
HALL 1
THE MULTICHANNEL CUSTOMER JOURNEY 12:0012:20
Virgin Holidays Case Study: Helping Customers to Seize the Holiday Chris Insall, Customer Communications Manager, Virgin Holidays Understand how Virgin Holidays in 2016 began the journey to transform the experience that their customers received post purchase and the challenges raised when looking to implement this. Learn how Virgin Holidays developed a customer centric programme designed to increase anticipation whilst also decreasing anxiety…all with that famous Virgin twist.
Chris is the Customer Communications Manager at Virgin Holidays with a strong background in customer experience gained across the publishing and package holiday industries. With over 10 years’ experience in Email Marketing, Analytics, and Customer Relationship Management, Chris is passionate about enhancing the customer experience and has most recently led the overhaul of the Virgin Holidays Pre Departure customer journey.
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HALL 1 12:2012:40
CONFERENCE PROGRAMME
Marketing Today: Why Does This all Seem so Hard? Nick Worth, CMO, Selligent Marketing Cloud 20 years ago, the future seemed bright for marketers. With new capabilities in technology and digital, it seemed like marketing would get easier, not harder. Hear from Nick Worth, CMO, Selligent Marketing Cloud on why the progress we’ve made has fallen short of consumer expectations and what marketers can do about it. With more data comes more responsibility, so which area of your CX should you be focusing on?
Nick Worth has more than two decades of experience as a marketing and strategy leader in the US and Europe. Nick joined the Selligent Executive Advisory Board in 2013, and became company’s first Chief Marketing Officer a year later. In this position, he architects global go-to-market activities. Nick began his career in market research and then moved to a global management consultancy, where he specialised in B2B marketing. Forsaking massive PowerPoint decks for entrepreneurship, Nick’s next role was as a founder and President of Schematic, an interactive agency that grew from three people in a Santa Monica coffee shop to $100mm leader in digital marketing and multi-platform services design during his tenure. Schematic was acquired by WPP in 2007, and was the largest agency merged into POSSIBLE, WPP’s flagship digital agency.
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Bupa Case Study: Getting the Experience Right, by Design Anna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer Experience Senior Manager, Bupa
Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despite her passion for marketing, she found she really wanted to make a difference for the customer. So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa. This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.
Machaela is an established business to business sales leader with over 16 experience years at Bupa. At Bupa Machaela initially worked within the SME sales channel, but in 2010 she turned her attention to Corporate sales where she successful led a department with a portfolio of 980 clients and a net worth of 95 million. In 2017 Machaela’s passion for the customer led her to take on a new challenge and move into the newly formed customer experience team at Bupa. Machaela now uses her expertise with B2B clients and intermediaries to improve the Bupa experience for these key customers.
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Lunch and Networking
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Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeing needs. But how can thousands of employees deliver consistently the Bupa brand promise without a compelling vision of what, from the customers’ viewpoint, great looks like? Great customer experiences are designed close to the customer, with customers, and with colleagues who are close to customers. Anna and Machaela have recently worked with over 150 customers and employees to co‐create the target experience for the treatment and renewals journeys. They will walk through a simple, practical, step by step guide of how to “get the experience right by design”.
CONFERENCE PROGRAMME
HALL 1 CX STRATEGY & INNOVATION
14:0014:20
Koru Kids Case Study: Childcare – The Last Frontier of Service Design Rachel Carrell, CEO, Koru Kids Within product marketing in recent years there’s been a real emphasis on digital product, especially apps. This can sometimes be over‐generalised so that there’s an assumption that the answer to everything is an app, and that an app solves all market needs. But is an app really the most important element of a product roadmap? In childcare, the market is so broken and inefficient that a digital solution is insufficient to give customers what they want. We’ve had to shift from a ‘product design’ mentality to a ‘service design’ mentality. This hasn’t always been easy – our investors, employees and service providers have had to shift with us. However our growth and success has all come from making this mindset change.
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I am the CEO of KoruKids, building the world’s best childcare service. Previously I was CEO of DrThom, a healthcare company which I grew to 1.3 million paying users in 3 countries.
14:2014:40
Winning in the Age of Experience Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS At a time when experiences are the key point of differentiation, companies that win are those that close the gap between their brand promise and the experience they actually deliver to their customers. In this session Kantar TNS will talk through trends in CX and a unique new approach to brand promise & customer experience benchmarking to stay ahead of the competition and achieve long‐term growth.
Jamie is a CX, Research and Engagement professional with over 22 years industry experience and expertise. Having worked directly with clients for the duration of his career he prides himself on developing solutions with them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need for brands to be connected with customers and very aware of the customer realisation of their own value. These elements, when blended with the technologically advanced world in which we now live and the fickle, impatient customer of today, make the customer agenda more important than ever.
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Technology and CX – Keeping it Human Dylan Bourguignon, CEO, So-Sure Dylan will look at how CX should drive technology choices and the challenges of marketing technology to the consumer.
Investor turned entrepreneur, Dylan was in strategy consulting and private equity before he left his job to rethink insurance for the consumers’ benefit. Frustrated by the insurance sector’s focus on profits rather than consumer needs, Dylan launched so-sure to disrupt the stagnant insurance industry and provide customers with better and up to 80% cheaper insurance. Dylan has an MBA from Harvard, and co-founded Growth 365 for Grant Thornton.
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CUSTOMER AND EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE 15:0015:20
John Lewis Case Study: Using Service Design To Break Down Business Silos Steve Kato-Spyrou, UX Architect, John Lewis My presentation will be about what service design is, where it can fit into organisations and the employee skill sets needed to execute service design to improve both employee engagement the cx. I will explore exactly why service design breaks down internal business silos across the enterprise, from a theoretical and practical point of view. I will reveal how John Lewis have started to apply the practice, with a couple of case studies (primary focus on assisted employee/customer gifting), as no one service design project is the same. Finally I will reveal all the pitfalls I have fallen into in my service design career, with specific focus on doing service design for the benefit of both people and customers in large companies.
Steve is helping develop (and enabling the development of) a content strategy that will utilise John Lewis’s USP’s. He has also designed the components for the componentisation the John Lewis and Sky.com sites, in order to create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership level workshops, in order to push things forward and not just create circular debates.
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15:2015:40
Game Changing CX – Built from the Inside Out Sue Stoneman, CEO, NKD & Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS Creating a game‐changing CX strategy and programme is challenging enough. Getting everyone in the organisation to understand it, own it, feel energised by it AND deliver it is a whole different ball game. That takes an extraordinary employee experience. So, how do you find the vital fuel to turn your great CX intentions into great CX actions? This is just the challenge we love – fuelling organisations with the EX and CX to activate moments that matter for their people and their customers. In this session Sue Stoneman, CEO, NKD and Jamie Thorpe, Customer Experience Director, Kantar TNS outline their pioneering joined‐up approach. Want to find out how to join the CX and EX dots?
Sue has over 25 years experience leading large-scale transformational change and performance improvement initiatives in forward thinking, service orientated, global organisations. She has held Board and SVP positions in Sales & Marketing, Customer Service and Human Resources in blue chip, global organisations including British Airways, RAC , Barclays Bank and Le Meridien Hotels. She combines a strong academic background with a proven ability to deliver sustainable commercial results through an obsession for employee and customer engagement. For the last 11 years she has run three successful businesses, one of which is NKD – a creative, brand internalisation agency that designs bespoke brand engagement and customer experience initiatives for some of the largest brands in the world.
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15:4016:00
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Panel Discussion Steve Kato-Spyrou, UX Architect, John Lewis Manuela Pifani, Group Customer Experience Director, Kingfisher Sue Stoneman, CEO, NKD Manuela Pifani is a multi-award winning executive business leader in Customer Experience and Strategy, with a strong track record of transforming CX for the large international organisations she has worked for during her corporate career, which include Kingfisher, Direct Line Group, Royal Bank of Scotland and Barclays. Now working under her own brand, CXellence Consulting, Manuela focuses on helping other companies and CX leaders achieve success through customer experience excellence. Having walked in their shoes, Manuela understands the challenges and issues CX leaders face and the ups and downs of that journey, as well as the value opportunities and success factors. Leveraging this hands-on business-side experience and know-how, as well as tested CX frameworks and solutions, Manuela offers a broad range of CX services specifically tailored to the needs and priorities of her clients – spanning from strategic consulting to tactical projects, from executive mentoring to engagements at corporate or public events.
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16:0016:30
Coffee and Networking
THE MULTICHANNEL CUSTOMER JOURNEY PART TWO 16:3016:50
The Economist Case Study: The Evolution of Product Development Denise Law, Head of Strategic Product Development, The Economist As part of its mission to reach, acquire and retain more subscribers, The Economist is investing heavily in its consumer‐facing digital products. Learn how the 175‐year‐old publication is using customer research, rapid prototyping and lean techniques to help drive product development and innovation.
Denise Law is a journalist turned product development manager. She currently oversees a strategic initiative at The Economist aimed at accelerating the development of its website, apps and newsletters—with an eye towards turbocharging subscriptions growth. She joined The Economist in 2015 to expand and manage its editorial social media department. Under her leadership, The Economist’s social media following increased 25%, with traffic via thirdparty channels up by more than 50%. The team’s efforts have been regularly cited in trade press as a prime example of how social media can be used effectively to increase awareness, build engagement and help drive subscriptions.
16:5017:10
Stop Thinking Channels and Start Thinking Journeys Rob Janes, Sales Director, Thunderhead Customers don’t think in channels businesses do. They don’t think about how they are communicating with a brand; they talk to them how, when and wherever they see fit. Yet many businesses continue to focus on optimising specific channels, falling short of expectations because they focus on the needs of the brand, not the needs of the customer. It’s reached a crisis point as brands are being disrupted by digital‐native competitors and customer expectations explode across multiplying touchpoints. Sound familiar? Only by thinking beyond channels and using actionable journey insight can you start to truly engage with your customers and build stronger customer relationships that last a lifetime. Join Thunderhead as we uncover why current approaches are falling short and explore the concept of intent‐ driven customer journeys with some examples of how a few forward‐thinking brands have figured it out.
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Rob Janes is Sales Director at Thunderhead, responsible for UK & Ireland. With over 18 years of enterprise sales experience working for companies such as Salesforce, Symantec and HP, Rob engages closely with Brands helping them to digitally transform their business to achieve improved customer satisfaction, retention and acquisition.
17:1017:30
AnchorCert Group Case Study: Changing Perceptions to Change Fortunes… Nyasha Pitt, Head of Communications, AnchorCert All fine jewellery sold on the UK High Street must bear the hallmark of one of the four remaining Assay Offices, in either London, Birmingham, Sheffield or Edinburgh. These institutions, either created through an Act of Statute or Parliament, are steeped in history and heritage. 250 years on from its creation, the AnchorCert Group still hallmarks in Birmingham, as well as in 6 other UK sites and, since 2016, in Mumbai, India. Though still dedicated to the practice of testing the purity of precious metal, Birmingham is the most diverse and largest Assay Office. The Group now also includes a consumer product safety testing laboratory, gemmological laboratory, jewellery valuations and retail‐focused training academy. Join Head of Communications, Nyasha Pitt, as she discusses the challenges of changing perceptions to positively challenge customer interactions, touch points and journeys across five operating divisions and two continents.
17:30
Drinks and Networking Party
2 0 1 8 E N G AG E AWA R D S
NOW OPEN FOR ENTRIES
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Nyasha is a creative, commercial marketer with more than two decades marketing communications and PR experience, across diverse industries and sectors. She has worked both in agency and in-house supporting wellknown B2B and B2C brands including the AnchorCert Group (including Assay Office Birmingham), Weston Beamor – The Creative Jewellery Group, The London Taxi Company (now LEVC), Butlins, National Express and English Heritage. She also provides content for trade magazines and blogs through her marketing consultancy, Living Content. Nyasha is passionate about self-development, mentoring and volunteering. As well as delivering social media training on behalf of AnchorCert Academy, Nyasha also provides digital training to entrepreneurs as an Adviser Member of Enterprise Nation and gives motivational talks to those in higher education. Nyasha is a Girls’ Network mentor, Midlands Ambassador for the Women’s Jewellery Network and Vice-Chair at Warwick Students Union.
CONFERENCE PROGRAMME 10:5511:00
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CHAIR’S INTRODUCTION: Helen Wilson, Chief Marketing and Communications Officer, IPSOs Loyalty I’m about: • • •
Creating and building great client relationships Customer experience management, satisfaction, loyalty/employee relationship management, engagement … call it what you will Helping clients build even better customer and employee relationships – by understanding what they need to focus on, the impact of so doing, with the ultimate goal of improving business performance
DIGITAL TRANSFORMATION 11:0011:20
Growing Through Self-Disruption Michel Koch, Former CMO, TIME Inc UK How can your business grow when your core business model is disrupted? Where to start when it comes to exploring new revenue streams, leveraging data and digital to hack growth and extend brand engagement and reach? In this session, Michel Koch, former CMO at TIME Inc UK, will illustrate with real‐life examples how a business can challenge their own norms and start exploring adjacent markets and create new, sustainable business models whilst keeping your brand DNA intact.
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Michel is an e-commerce and multichannel expert with 25 years’ experience in digital. After having played a pioneering role as head of new media at Sony Music Europe in the early 90’s, he has fulfilled several senior executive positions in French and international B2C and B2B multichannel companies (including Bertelsmann, Manutan International, Quelle, Conrad Electronics, and Camaïeu). Michel relocated to the UK in early 2013 to join Marks & Spencer to develop their cross-border sales and capabilities, and supported the omni-channel strategy of leading electronics retailer Maplin Electronics as eCommerce Director. More recently, he led the company wide marketing transformation of media giant TIME Inc in the UK as interim CMO. As an interim eCommerce and digital CMO, Michel works with private equity firms, investors and retail organisations willing to undertake « Digital » and «Omnichannel» transformation projects.
11:2011:40
Medallia Case Studies: How Eurostar and Electrolux Transformed Their Business with Digital Voice of Customer Rachel Lane, Digital Solutions Principal, Medallia Join Rachel Lane to find out how Digital Voice of Customer can drive business results and really make an impact. Rachel will demonstrate how you can better understand your customers and guide you in prioritising investments towards transforming your company into a customer centric organisation. In this session, Rachel will take you through real life customer success stories from Eurostar, the high‐speed railway service & Electrolux, a leading global appliance company. Find out how they leveraged a Digital VoC program to discover previously unknown information about online visitors, get a definitive breakdown of their online personas, identify the different needs for different users and leverage this intel to optimise conversion rates and increase revenues
Rachel is a Digital Solutions Principal at Medallia, specialising in Digital Transformation Strategic Consulting, Customer Experience Management Strategic Consulting and Customer Retention and Sales Improvement. For the last 10 years Rachel has worked on large scale omnichannel CX programmes across major banks, telco’s and financial services, helping companies evolve their CX strategies across the organisation in order to achieve success.
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CONFERENCE PROGRAMME
Smith & Ouzman Case Study: Digital Transformation – Why Hasn’t Paper Been Killed off and What Does our Digital Future Look Like Adam Jeacock, Head of Marketing and Business Development, Smith & Ouzman After reading a paper marketing magazine, I sat on a train and proceeded to digitalise my thoughts, carefully typing my ideas into my laptop, my paper train ticket and paper passport beside it, and it got me thinking about Digital Transformation – why was the train ticket still paper? I had just read about the latest digital challenges, flat smart phone sales, poor ROI on social media spend, online advert blocking technology, GDPR and data breaches and back to the train ticket. Is it certain that digital will continue to displace the physical? Why is a passport still paper? What about education certificates, voting documents, legal case notes, health records, financial records, payslips, pension statements and embassy documents? I couldn’t access any of my own digital records on the train journey because my 4G kept dropping out, I read a paper magazine and typed digital ideas. Looking around the carriage, many others were acting in a similar way, writing ideas in a note book whilst adjusting a spreadsheet. Maybe, instead of thinking about physical and digital as competing formats, are we entering a phase where we need to make it as easy as possible to integrate our physical and digital worlds? What does this mean for digital transformation strategies? What are the current challenges with digital transformation? Why is digital more advantageous for some documents than others? How might the physical world and digital world integrate more in the future? This is the subject of my talk. Adam is a document security expert, spending the majority of his early career working in fraud and counterfeit prevention technology for passports and banknotes. A qualified lean six sigma practitioner and technical project manager, he now specialises in software solutions for the management and verification of secure and sensitive documents, supporting; financial, legal, HR, education, retail and government markets.
ARTIFICIAL INTELLIGENCE, IOT AND ROBOTICS Are Friends Electric? Marketing and Branding in the Age of Alexa, Siri, Cortana, and the Google Assistant Wally Brill, Senior Persona Designer, Google Adecco With Alexa, Cortana, SIRI, and The Google Assistant becoming mainstream, enterprises around the world are understanding that voice‐first technology is a big opportunity for customer contact. But how will my brand be represented? What does my brand sound like? I’ve been embroiled in the debate about how much personality is too much personality for systems and devices that speak to us for twenty years. There have long been two camps. On one side there are those who feel the machine should be… well, machine‐like. Then there are those who believe, as I do, that whatever the voice, people will create a clear picture of who they’re speaking with within a couple of seconds and that they’ll be more successful in their interactions if the system is highly conversational and very natural. Given that we ascribe a variety of attributes to the voice we hear, we need to accept that the voices we interact with will simply become more and more natural and, when driven by AI, surprisingly engaging. That raises a number of questions. • How will we select the voice to be appropriate for a wide ranging demographic and a broad remit? • How anthropomorphic is just too much? • Is there really an “Uncanny Valley”? Let’s explore… Previously a music producer in the US and UK, Wally’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded the first VUI consultancy, VoicePartners, in 2002 to deliver speech recognition systems designed around user needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. And now as Senior Persona Designer for Adecco at Google, he helps bring the future of persona for AI “home”.
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12:0012:20
MONDAY 12TH NOVEMBER 2018
WESTMINSTER PARK PLAZA, LONDON
The glittering 2018 Engage Awards ceremony, to be held on Monday November 12th at the iconic Westminster Bridge Park Plaza, will once again run in tandem with Engage Business Media’s flagship Customer Engagement Summit, Europe’s premier customer and employee engagement conference.
ENTRIES
FINALIST
AWARDS
MONDAY 16TH JULY 2018
MONDAY 17TH SEPTEMBER 2018
MONDAY 12TH NOVEMBER 2018
SUBMISSION CLOSE
ANNOUNCEMENT
EngageAwards.co.uk
CEREMONY
HALL 2 12:2012:40
CONFERENCE PROGRAMME
Using Conversational AI to Deliver the Ultimate Experience Andy Peart, Chief Marketing & Strategy Officer, Artificial Solutions For too long, customer service has been relegated to a formulaic question‐and‐answer scenario that rarely leaves the customer satisfied and often doesn’t solve the problem at hand. Conversational AI technology is about to change this, allowing you to reimagine the engagement process, even in the most basic of customer transactions, and collect valuable data that can inform future interactions. But building intelligent conversational applications isn’t easy. The subtle way we understand each other regardless of how we express it, is extremely difficult to recreate artificially – but a fundamental building block of AI. This presentation looks at the problems in developing conversational applications including a lack of training data, scarce developer resources and the complexities of multi‐lingual applications and looks at how several global enterprises have overcome them to deliver the online experience their customers’ desire.
Andy Peart is CMSO of Artificial Solutions, an international business that “Makes Technology Think,” believing that people should be able to interact with technology intelligently, using their own voice, in their own terminology and across whatever channel they choose. Using a form of AI called Natural Language Interaction (NLI), Artificial Solutions allows people to talk to applications, websites and devices in a human like, intelligent and conversational way. Its Teneo platform enables non-specialists to rapidly build and deploy enterprise strength, conversational applications and deliver customer insight and personalisation using conversational data. Andy has over 25 years marketing experience within the IT and natural language industry, successfully helping build innovative, technology driven organisations.
How Consumer Brands are Embracing the Internet of Things… Cameron Worth, Founder, SharpEnd: The Agency of Things Many brands are betting big on the IoT as they look to create new types of connections with their consumers. Hear from Cameron, founder of the first Internet of Things agency SharpEnd (io.tt), as he cuts through the hype and explores how IoT can re‐energise brands in new and innovative ways. SharpEnd works with some of the leading global brands including Pernod Ricard, Nestlé, Unilever and Estée Lauder.
Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined both areas to start SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.
13:0014:00
Lunch and Networking
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12:4013:00
CONFERENCE PROGRAMME
HALL 2 VOICE OF THE CUSTOMER
14:0014:20
P C Henderson Case Study: Improving Customer Experience in a Complex Market Stephanie Lee, Marketing Manager, P C Henderson Learn how a modern day manufacturer in a complex market overcame some major challenges in order to transform its digital marketing strategy with a customer centric approach. Faced with a broad set of target markets and a multi‐layered product range with vast amounts of technical data, it was important that P C Henderson took on a strong inbound methodology approach. P C Henderson focused on the tools, resources and content needed in order to make customers lives easier and reduce difficulties faced in the buying process. Stephanie Lee takes you through the manufacturer’s journey in a simple step by step approach – including a new e‐commerce website, a new product segmentation strategy, a rebrand and a strong focus on video content marketing.
Experienced marketing professional delivering online communications for a global manufacturer to both UK and international markets. Skilled in implementing a targeted approach to deliver marketing methods to effectively reach, engage and convert.
14:2014:40
The Survey is Dead… A Survival Guide for CX Claire Sporton, SVP – CX Innovation, Confirmit
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Everyone is sick of surveys – and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys really driving change in your organisation? Exactly. CX teams need to look at the implications of this situation for their programmes. In this discussion, Claire Sporton, SVP CX Innovations at Confirmit will tackle this problem head on. She’ll cover ways to identify sources of insight that don’t involve sending yet more surveys to customers, helping to overcome dwindling response rates. She will also look at the importance of text analytics category models that will help you make sense of unstructured feedback, whatever the source. In this discussion, you’ll learn: 1. How to ensure that your CX programme does not “die” along with the traditional survey 2. Clear steps to ensure that your programme becomes a lean, mean change machine that triggers real business benefits 3. Ways to kick‐start your thinking on feedback capture options which are more palatable for your customers but deliver the insight that you need
Claire Sporton is Senior Vice President, Customer Experience Innovation at Confirmit. In this role, she focuses on ensuring that Confirmit provides the technology and expertise that organisations need to build a truly customer centric culture, breaking down silos and empowering individuals to do the right thing for customers, internal teams and of course, the bottom line. Claire has 20 years’ experience in working closely with organisations in listening to the voice of their customers, employees and partners to drive business innovation and sustainable growth. She was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer. With a background in Psychology and Systemic Management, Claire has specialised in the application of these disciplines within a business environment to drive a better understanding between organisations and their customers; drive process improvement; build customer centric cultures and fundamentally ensure sustainable long term growth and profitability. Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector.
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CONFERENCE PROGRAMME
Hermes Case Study: Harnessing The Real Power of Your VOC Gustavo Imhof, Customer Experience Manager, Hermes Businesses buy into VOC solutions to understand where they are with their Customer Experience. However most programmes fail to hit the mark. Going beyond just the KPI you report to your stakeholders is key to make the most of your programme and actually drive enhancements in your customer experience. Come and hear about some of the ways Hermes has been harnessing CX data to build momentum around CX by going beyond just monthly reporting and scores to functional leaders.
I specialise business transformation and growth through a customer experience-driven agenda, supporting operational enhancements driven by customer feedback and experience design. I harness in my function skills gained through experiences in academia, content writing, agency and client-side roles. In the World’s Top 0.3% for Customer Experience, 0.5% for CRM and Customer Services, 0.8% for Public Speaking and 1.5% for Market Research. (Klout, January 2nd 2018).
CUSTOMER LOYALTY AND PERSONALISATION 15:0015:20
Allen Brothers Case Study: Embrace Obstacles, Gild Your Lily Jeremy Nicholson, Digital Marketing Specialist, Allen Brothers
35 years in Sales, Marketing, Advertising, Account Management and Business Development. Specialist in DigitalMarketing, delivering ROI.
15:2015:40
How Psychology Can Improve Design and Content Marketing Giuseppe Caltabiano, Chief Strategist, Scorch Agency This session explores how to apply principles of psychology to design and content marketing and maximise visitors’ attention. Why do content hub visitors behave the way they do? What can drive readers’ behaviour and facilitate content consumption? And what does it look like to design a content hub without considering users’ psychology? The session will explore some principles of psychology (Elaboration Likelihood Model, Fogg’s Behavioral Model, Cialdini’s principles of Persuasion) with practical examples and best practices and how to apply them while you design your site, app or content hub. As a marketer or web designer, you want to understand psychological principles whether you work on an existing site to make it more intuitive or build a digital experience aligned with how users take decisions.
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Digital marketing is particularly suited to iterative development in pursuit of marginal gains. However, there is a tendency to channel activity along linear, tech driven paths. It is easy to allow culture to override industry knowledge. Good marketing makes it easier for customers to buy, without the cost of overreaching market expectations and offering solutions no‐one has asked for. Sometimes industry knowledge sets what appear to be barriers, but can become, in effect, a framework of lessons learned, which can be used to inform the development of an appropriate strategy and its tactical implementation. Recognising how to challenge obstacles and decide what should and should not be hard limits, then using those you decide to keep requires creativity, fed by measurement and analysis. In his presentation, Jeremy Nicholson gives a real world case study of how a perceived obstacle was turned into a strategic benefit driving growth and profitability.
A PLATFORM WHERE LIKE-MINDED PROFESSIONALS COME TOGETHER Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences in a structured professional environment. These dynamic and highly engaging think tanks stimulate thought leadership discussions and provide valuable ‘take-home’ implementable knowledge. Hosting a focus group forges meaningful relationships, positions you as a market leader whilst providing powerful insights into the key issues within the enterprise.
QUICK FACTS 1 DAY EVENT • 11 SYNDICATE ROOMS • 33 ROUNDTABLE SESSIONS • 110+ SENIOR CUSTOMER PROFESSIONALS
WHAT TO EXPECT The Focus Groups are a series or 90 minute roundtable sessions providing the perfect platform to share knowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there are several networking opportunities with over 110 of your peers.
FOCUS GROUP WORKSHOP TOPICS 1. 2. 3. 4.
Customer Engagement Transformation Linking Voice of The Employee and Voice of The Customer CX Strategies for The Customer Journey Evolution of Voice of The Customer
5.
Innovative and Disruptive Strategies in CX 6. Customer Data Security & Privacy 7. Artificial Intelligence & Robotics 8. Customer Engagement in Retail 9. Engaging with The Digital Customer 10. Future of The Contact Centre 11. The Evolution of CX Service Design
LIMITED SPACES REGISTER NOW
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APPLY FOR A PLACE NOW - tickets@ebm.media
EngageFocusGroups.com
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CONFERENCE PROGRAMME
Giuseppe is a highly-talented Global Marketing exec with 20+ years’ success spearheading instrumental B2B & B2C operations. As a renowned Content Marketing Speaker and Writer, he has achieved an essential place among the 2017 Top 25 Masters of Multichannel Marketing and was voted as one of 2016’s most influential European B2B marketers by software company Traackr. Giuseppe is currently Chief Strategist at Scorch, the worldwide renowned content marketing agency. Furthermore, he is a creative strategist with a passion for advising top global brands to produce world-class content and digital marketing strategies, including Schneider Electric, Cisco, Generali, Virgin Media, Capgemini, Motability, Du and many more. Giuseppe has an MBA from Milan’s SDA Bocconi School of Management and is trained on Mergers & Acquisitions at the London Business School. He currently lives in London.
15:4016:00
St Giles Hotel Group Case Study: Customer Engagement Through Employee Choice, Delivering The St Giles Experience Darrell Murphy, Director of Training and Health and Safety, St Giles Hotel Group St Giles Hotels are fairly unique. Even though we are a global Hotel Group (albeit small) we retain a more personal, family type vibe which has grown to become one of our unique selling points. We are aware of our faults, yet our customers return time and time again, bringing friends and family with them. Family becomes our key word – all our guests, whatever the reason they choose to stay with us, are members of a family and when they stay at St Giles, they want this to be their home from home. They become a part of the St Giles Family, like we do through our chosen work. Being able to engage with our guests in a way that makes them feel a part of St Giles to us is like how we engage with our family and friends; we deliver service to staff first, so that they can deliver that to our guests. We operate individually so each Hotel has the independence to make the best decisions for it and its respective guests. By encouraging staff to be the very best version of themselves every day, it is they who inspire our guests creating memories that last far beyond check out.
Life and career coaching, personal growth and development, training and workshops.
16:0016:30
Coffee and Networking
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We are a part of community, local, national and global and we impact upon people’s lives every day. Whether that be through our Hotels with Heart initiative or through extending breakfast hours when the clocks go forward – we aim to have a positive effect. Sometimes we don’t get it right, but we have the integrity to hold our hands up, apologise and take the right action. We don’t want our guests to ‘stay at St Giles’, we want them to have a ‘St Giles Experience’. That is what my presentation is about today.
CONFERENCE PROGRAMME
HALL 2 CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR
16:3016:50
Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset? Guy Johnson, Head of Data Governance, Marks & Spencer Data is enabling retailers to build stronger and more informed connections with their customers and colleagues. The success of these relationships are predicated on trust by the individual that the business will use their data responsibly. The presentation explores if GDPR provides a useful framework for retailers to build the trust in how it uses personal data to build trust. Senior and experienced Business and IT Leader with an excellent track record of delivering Information Strategy and Global Programmes which drive commercial value. Combines strong leadership with solid interpersonal skills and a customer focus. As a strategic thinker works across both the Business and IT domains to identify where information and technology enable the business strategy. Recent experience includes delivery of complex global programmes, leading an Analytics Centre of Excellence and driving Business Information strategy for a major retailer.
16:5017:10
Samsung Case Study: The Era of the Omnipresent Experience Darren George, European CX Insight Manager, Samsung
HALL 2
In today’s omnichannel world, consumers have an almost infinite number of ways with which to interact with brands and they expect excellent service across every single one of them. In order to deliver the best possible experience, Samsung is constantly striving to better understand our customers, the things that affect them and to be available to them at any time, wherever they may be. We also recognise that we need to support our customers over their lifetime with us more effectively, across a multitude of categories and very often, in fast‐paced developing eco‐systems, such as the smart home. We must ensure we are present and active on the right channels, in the right ways and are devoting the right level of resources to underpin best in class customer experience. Come and hear how consumer insights are at the forefront of understanding many of these challenges, in helping to guide decision making in the ever changing and evolving world of the omnipresent experience. Customer journey insights discovery a passion, within a number of different environments both in store and online. Sectors beyond these where I have had focus over the last decade include FMCG, Retail, Finance and anything related to Tech-Auto-Smart convergence. B2B and B2C. Direct involvement and analysis of Advanced Analytics including Optimisation, Segmentation, Conjoint (adaptive and choice), MaxDiff Scaling. Market Research experience broad covering Brand & Communications, New Product & Concept Development, Stakeholder Management (Employee, Customer & Supply Chain). Other skills, Business Development, International Market Research. Strategic Planning and Marketing and Loyalty/ Customer Experience.
17:1017:30
Panel Discussion
17:30
Drinks and Networking Party
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Guy Johnson & Darren George
FOCUS GROUPS BOOK YOUR PLACE: If you haven’t already booked your place, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first served basis and we advise you to book early as places are very limited.
JOIN IN ON THE DISCUSSION!
SESSION TIME: 11.00 – 12.00
Putting Conversational AI at the Heart of Your Digital Transformation Journey Customer engagement is a key driver for digital transformation, yet it is a continuing struggle for many organisations. All too often, in an attempt to drive efficiencies, organisations turn to automated channels, but by ignoring a few simple rules, they end up delivering faceless environments that fail to impress and don’t connect with the customer. Many companies have implemented mobile apps, simple virtual assistants and chatbots in an attempt to resolve pain points, but these are frequently nothing more than FAQ systems with a speech enabled front-end. They don’t deliver the capable, conversational intelligence to develop a sense of loyalty in the customer, and the business learns nothing from the interaction. This roundtable will explore where conversational AI fits into your digital transformation strategy and discuss tactics to ensure it delivers the customer experience you, and your customers, demand.
Ranjan Hasan, Sales Director UK, Artificial Solutions Ranjan has spent 19+ years helping enterprise customers use technology to become more successful. At Artificial Solutions, he works with organisations to leverage the power of Natural language Interaction (NLI) using the Teneo Platform as part of their digital strategy. He is passionate about AI and how it’s transforming the way businesses communicate with their customers by listening to the ‘voice of the customer’ across platforms, channels, languages and geographies. The potential for next generation NLI is huge and will drive new revenue opportunities, whether it’s in banking, insurance, telecom, retail or energy – tapping into customer conversations with bots, IOTs or digital assistants provides opportunities to engage in a human like way with product and service offerings like never before.
SESSION TIME: 14.00 – 15.00
Delivering Frictionless Customer Engagement with Conversational AI Personalised yet large-scale customer engagement has long been the thorn in the side of enterprise. Driven by the competitive need to offer a personal service to their entire customer base, but at the same time maintain bottom line budgets, many businesses are turning to Artificial Intelligence (AI) to achieve this. But where do you start..? Join us for an open roundtable discussion on how today’s conversational AI – in the form of bots, virtual agents, IoT apps and more – can deliver a frictionless, 1-2-1 user experience, while at the same time enhancing existing digital customer engagement strategies. We’ll share how Conversational AI is changing the face of user engagement with real-life examples at market-leading brands like Shell and Vodafone, and help you identify how it can work for your business’s needs and communication challenges.
Frank Burnett-Alleyne, Sales Director UK, Artificial Solutions Frank, Sales Director UK, has 30 years’ experience in the computer software and services industry. For the last 10 years he has specialised in omni-channel customer interaction and engagement solutions that facilitate successful enterprise business transformation. In his experience, customers are increasingly demanding a personalised service however, wherever and whenever they engage with an organisation. This makes delivery of next-generation customer service a strategic differentiator, regardless of industry sector.
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FEATURE
Loyalty deciphered – HOW EMOTIONS DRIVE CUSTOMER ENGAGEMENT
FEATURE
Gagandeep Gadri, Vice President and Head of Capgemini Consulting’s UK Customer Experience and Analytics practice, will be presenting around the findings of its global research report ‘Loyalty deciphered – how emotions drive customer engagement’, exploring what loyalty means today, how emotions drive loyalty and what organisations can do to build closer emotional connections with customers
What does loyalty even mean? In a personal life you probably think friends, families, communities and loved ones? Do you think the same when you think of loyalty in the lens of an organisation? Or does loyalty in the context of organisation mean programme, scheme, cards and points? One feels like it is centred around people and the other one doesn’t.
Current loyalty approaches are broken Brands spend billions on loyalty programmes but fail to increase customer engagement; indeed, our previous research showed that 90% of consumers have a negative perception of loyalty programmes. In addition, over half (54%) of loyalty memberships have fallen inactive and over a quarter of consumers (28%) abandon loyalty schemes without redeeming any points. Many of today’s loyalty programmes attempt to buy consumer loyalty through monetary rewards. The consumer might receive discounts or vouchers, and in return, organisations expect them to spend more or give up their data. Many organisations run these sorts of programmes and achieve what looks like loyalty, at least on the surface.
38
FEATURE
“
TO UNCOVER THE TRUE DRIVERS OF LOYALTY, WE UNDERTOOK A WORLDWIDE, CROSS SECTOR RESEARCH PROGRAMME
”
Correlation coefficients of emotions with loyalty 0.76
0.74
0.72
0.69
0.69
0.68
0.67
0.66 0.60
Honesty
Trust
Integrity
Belonging
Security
Familiarity
Joy
Gratitude
Compassion
0.57
Surprise
But what does it really mean for a consumer to be loyal to a brand? To uncover the true drivers of loyalty, we undertook a worldwide, cross sector research programme. We broadened our perspective – exploring beyond the mechanical and rational drivers associated with conventional loyalty programmes. We explored loyalty from an emotional perspective to identify the drivers that brands can harness to build meaningful loyalty with consumers. We surveyed over 9,000 consumers and 500 executives, and we spoke to leading academics in the field. We found that emotions play a far greater role in creating true loyalty than current approaches recognise. In the resulting ‘Loyalty Deciphered’ report and in this article, we:
FEATURE
1. 2. 3. 4.
Explore how emotions are the main driver of loyalty Understand who emotionally engaged consumers are and what motivates them Assess the size of the prize for organisations with emotionally engaged consumers Recommend strategies for how organisations can make better emotional connections with consumers
Honesty and trust have the greatest influence on loyalty Our research also reveals the specific emotions that have the most impact, by testing the correlation between emotions and loyalty. Honesty, trust, and integrity are the top three emotions. Surprise does not appear to be as influential on loyalty as the other emotions. Despite this, surprise is often the go-to emotion brands seek to evoke when trying to build a more loyal relationship and certainly it can be a successful tool in the right circumstance. Our findings suggest that “surpriseand-delight” loyalty initiatives only have long-term influence on a small segment of consumers. In fact, consumers who prioritise “surprise” over all other emotions are more likely to be in the 53–71 age group, male, single, and live in urban locations. Straightforward, simple, honest, predictable loyalty initiatives appeal to a broader audience—with honesty, trust, and integrity being the major emotions influencing loyalty for most demographic segments.
39
FEATURE
Who are emotionally engaged consumers and what motivates them?
Italy comprises the largest proportion of consumers with high emotional engagement Percentage of consumers with high emotional engagement by country
Our research also shows that emotionally engaged consumers:
65% 57%
56%
51%
47%
46%
44%
40% 33%
Italy
Brazil
USA
Spain
Germany Netherlands
UK
France
Sweden
Millennials comprises the largest proportion of consumers with high emotional engagement Percentage of consumers with high emotional engagement by age 58%
57% 46%
18-21
FEATURE
From our research, we identified a subset of consumers with high emotional engagement, as well as a subset of consumers with low emotional engagement to assess differences between the two groups. By understanding who emotionally engaged consumers are – and what they need – brands can better tailor their experiences. We found that emotionally engaged consumers are present across sectors. For example, 51% of consumers in financial services and 46% of consumers in retail can be described as emotionally engaged.
22.36
37-52
41%
40%
53-71
72+
Percentage of consumers who agree with the following statement
86%
Expect two-way interaction Have higher expectations for brands Seek real-time and varied interaction opportunities Want differentiated shopping experiences Associate specific emotions with brand interactions
City dwellers and millennials lead the rise of the emotionally engaged The report identified a new sub-set of consumers, those with a high emotional connection to the brands they use or visit frequently. Females and males are equally represented in this group, but millennials (58%, aged 18-36) and consumers in urban locations (53%) comprise the largest proportion. From the countries surveyed, Italy (65%) and Brazil (57%) comprise of the most highly emotionally engaged consumers, followed by US (56%) and Spain (51%).
Emotionally engaged consumers expect two-way interaction The majority of emotionally engaged consumers (86%) expect a brand to show how it is loyal to them, regardless of participation in a “formal” loyalty programme. This expectation drops, but remains significant at 54%, even in consumers with lower levels of emotional engagement. The clear message here is that consumers expect loyalty to be more than just a programme.
Emotionally engaged consumers seek realtime and varied interaction opportunities 54%
I expect a brand to reciprocate loyalty regardless of my participation in its loyalty programme
Consumers with high emotional engagement Consumers with low emotional engagement
40
• • • • •
Emotionally connected consumers expect a level of communication commensurate with the expectations they would have for a personal relationship—real-time access and flexibility. We found that nine in ten emotionally engaged consumers want real-time responses and speedy resolution compared to 65% of the less engaged. In addition, 83% of emotionally engaged consumers want multiple ways to interact with brands compared to 36% of the less engaged. And if they have a favourable interaction, there are positive results. We found that 83% of emotionally engaged consumers said their loyalty will increase following a positive interaction with aftersales support.
FEATURE
Emotionally engaged consumers spend more Seventy percent of emotionally engaged consumers say they spend up to two times or more on brands they are loyal to. In contrast, slightly less than half (49%) of consumers with low emotional engagement say the same. This data suggests that cultivating emotional connections with consumers could result in a significant lift in basket or transaction size. Augmenting loyalty initiatives with tactics that foster emotional connection to the brand (both within and beyond the loyalty programme itself) will generate additional lift and/or help retain the most valuable consumers.
The road ahead - how can organisations make better emotional connections with consumers? As this research demonstrates, consumers’ emotions play a critical role in determining which brands they are loyal to. As Colin Shaw, recognised by LinkedIn as one of the top 150 business influencers and an expert on customer experience, says:
“Most organisations think customers are rational and only make a decision based on product, but actually there is much more at play. The emotional side absolutely has greater influence on loyalty than the rational side. Only in recent years are organisations starting to recognise this. However, too many are still stuck in the past.” Organisations need a balanced approach of rational and emotional factors to drive customer engagement and loyalty with the emotionally engaged and to win the hearts and minds of the less engaged.
Percentage of consumers who agree with the following statements
90% 83%
79%
65% 46% 36%
I want real-time responses and speedy resolutions
I want multiple ways to interact with the brand to fulfill my requirements
I expect a differentiated shopping experience compared to someone who is not loyal when contacting customer service
Percentage of consumers who spend up to two times or more on brands they are loyal to
70%
Consumers with high emotional engagement
49%
Consumers with low emotional engagement
That is then overlaid with the emotional drivers – we call these the 4Rs, the key value drivers from the research: 1. Respect: Do what you say you will do to promote honesty, trust, and integrity 2. Recognition: Make the effort to truly know your consumers and understand what they care about to create meaningful experiences for them 3. Reciprocate: Build a two-way relationship 4. Reward: Provide timely, meaningful rewards that promote long-term relationships in exchange for loyalty The linking of rational and emotional drivers allows for engaging experiences across the journey by connecting the insights and becoming more relevant with each interaction. Building the capability which allows you to interact with your customers as individuals regardless of who they are and what they want, maturing to predicting what they will need before even they do, will set your organisation up for success.
FEATURE
At Capgemini we have developed a methodology called Origamo – Progressive Human Loyalty. It starts with defining customer strategies and propositions ensuring the rational drivers – price, offer, time, location and service align to the overall brand strategy and to customers holistic needs and wants.
Conclusion As competition continues to increase and choice proliferates, brands need to ensure they know their consumers at a more “human level” in order to foster lasting connections. They need to create a contextual view of the consumer and their journeys with their brand to understand their evolving needs and desires. Brands must then design and execute compelling and engaging experiences that matter, where loyalty is the strategic outcome. Doing this will help brands to shift a significant portion of their consumer base from having a transactional relationship to one where meaningful experiences ultimately drive emotional engagement and secure sustainable long-term loyalty.
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CUSTOMER ENGAGEMENT SUMMIT 2018 MON 12 & TUE 13 NOVEMBER 2018 WESTMINSTER PARK PLAZA, LONDON
“THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR” CX DIRECTOR, MARKS & SPENCER
CustomerEngagementSummit.com SPONSORS INCLUDE:
EUROPE'S BIGGEST CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT
More than 1000 delegates – a new record – attended Engage Business Media’s sixth annual Customer Engagement Summit in 2017, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference. The event has grown once again, now taking place over 2 days on November 12 & 13, 2018, and now in its seventh year – it’s definitely one for your diary!
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QUICK FACTS 300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES
HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTH The use of new technologies is having a profound impact on how we interact with our customers and nowhere is this change more marked than developments in the world of Robotics and Artificial Intelligence (AI). Our Robotics and AI in Customer Engagement Conference will drill down into these exciting new areas and examine how organisations are grappling with the challenges and opportunities they are presenting in relationships with their customers. Delegates at the Conference will hear from global experts, leading edge technology companies and also from organisations implementing robotics and AI strategies in the field of customer engagement.
Contact: tickets@ebm.media Ticket hotline: 01932 506 300 (Press 1) CustomerRoboticsandAi.com
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Medallia for Digital helps companies keep pace with customers’ constantly changing behavior by capturing customer feedback through targeted, contextual and compelling surveys across all digital channels, including web, mobile and in-app. Medallia for Digital is the full power of Medallia Experience Cloud to deliver the most powerful digital CX solution in the market. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and Contact: E: tfarrow@medallia.com T: +44 203 6805 750 W: www.medallia.com/digital
We believe that employee engagement is as vital to company performance as external customer engagement. Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries. We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick. Contact: Nab Kalsi, Business Development Director E: nab@nkd.co.uk M: +44 (0) 7768 045 609 T: +44 (0) 203 4700 230 W: www.nkd.co.uk
Selligent Marketing Cloud is a marketing automation platform that enables B2C brands to engage consumers across all critical channels. Built for the relationship marketer, Selligent Marketing Cloud is the only marketing cloud built on a single code base, featuring artificial intelligence and a Customer Data Platform with a universal consumer profile at the core of every action. More than 700 brands across retail, travel, automotive, publishing, and financial services rely on Selligent Marketing Cloud’s proven platform. With 10 offices across the United States and Europe and more than 50 agency partners and resellers, Selligent Marketing Cloud serves over 30 countries with local, personalised service. Contact: 45 Folgate Street Spitalfields London E1 6GL E: Info.uk@selligent.com T: +44 (0) 208 004 6051 W: www.selligent.com
We’re a privately owned British-founded software company who set out to transform the way brands engage with their customers. Since launching the ONE Engagement Hub, we have become a recognised global leader in the customer engagement market. Thunderhead is headquartered in London and has a development HQ in Boston. Customers don’t talk to you because they like you, they talk to you because they need something; they need it now and on the platform that suits them. Contact: W: www.thunderhead.com
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TRA NSF TO S ORM THIS URV ING CUS BRA IVE IN TOM V ER W E NEW ORL D
QUICK FACTS 300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES Our customers, their expectations, their journey, and the ways in which they interact with organisations have changed almost beyond recognition over the past few years and that pace of change is accelerating. Organisations must also transform if they are to thrive in this Brave New Customer World. Following on from the success of our Customer Engagement Transformation Conference over the last three years this Conference will help delegates in their quest to transform the way they interact with customers in order to reap the rewards of successful engagement. The need to innovate and transform our customer engagement strategies has never been more important or more urgent and delegates at this Conference will be shown through world class case studies the way forward so they can help deliver success through their own organisations.
TOPIC STREAMS INCLUDE: • Personalisation of the customer experience • Digital transformation, Security and Internet of Things • The cloud and our customers • The rise of customer service design • How mobile is transforming customer engagement • Robotics, AI, VR, AR and customer engagement • Marrying technology to customer engagement • Transformation – our people and our customers • Customer Engagement Transformation in Financial Services • Customer Engagement Transformation in Retail
PREVIOUS DELEGATES • AA • AMERICAN EXPRESS • AMERICAN EXPRESS COMMUNITY STADIUM • AMLIN • ARBUTHNOT LATHAM • ATOM BANK • BAUER MEDIA • BGL GROUP • BOSCH SERVICE SOLUTIONS • BP GROUP • BPI RECYCLED PRODUCTS • BRAINFOOD CONSULTING • BT • BUPA • CANON • CAPITA • CARILLION • CHANNEL DOCTORS • CITI • COVEA INSURANCE • CUSTOMER ENGAGEMENT CONSULTING • CUSTOMER EXPERIENCE FOUNDATION • DIRECT LINE • DOBBIES • DTZ • DX GROUP • EAST THAMES • ELLIPSE • EXPLORE LEARNING • FINANCIAL TIMES • FIRST ARK • FIRST GREAT WESTERN • FIRST RATE EXCHANGE • FORRESTER • GENESIS HOUSING • GLOBAL PAYMENTS • GLOBALGIVING UK • GOLFBREAKS • GREAT WESTERN RAILWAY • GSK • HEATHROW • HOOD GROUP • HOUSING SOLUTIONS • HSBC • HUTCHINSON • HUTCHINSON 3 UK • ITV • JOHN LEWIS • KANO • KINGS COURT TRUST • LIFEPLUS • LINKLATERS • LLOYDS BANKING • LLOYDS BANKING GROUP • LUMLEYS • LV= • MACFARLANE • MANPOWERGROUP • MARSTON’S INNS & TAVERNS • MCNICHOLAS • MORGAN SINDALL • NATIONWIDE • NCFE • NORGON • OVUM • PRUDENTIAL • PRUDENTIAL ASSURANCE • PRUDENTIAL FINANCIAL PLANNING • QA • RBS • RICHMOND AND BARNES SOLICITORS • RWE NPOWER • SAVE THE CHILDREN • SCANIA • SOUTH EAST AMBULANCE • SOUTH EAST COAST AMBULANCE NHS • TATE • TATE BRITAIN & TATE MODERN • TESCO • TMS • TUNGSTEN INFORMATION MANAGEMENT • VIRGIN MONEY • WORLDREMIT • YORKSHIRE WATER
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GOLD AND SILVER SPONSOR At Artificial Solutions, we Make Technology Think! We believe that people should be able to interact with technology intelligently. Using their language, their terminology, across whatever device or service they choose. Our technology uses a form of AI we refer to as Natural Language Interaction (NLI). Delivered through our Teneo platform, it allows non-specialists to rapidly develop enterprise strength, conversational applications that reason, analyze, and react—just like a human. Contact: Frank Burnett-Alleyne T: +44 (0)1635 523267 W: www.artificial-solutions.com
Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit’s clients create multichannel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment. Confirmit’s customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial, operational and free-form text data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com
Kantar TNS has over 10,000 experts working with some of the world’s most recognisable and leading businesses in 90 countries. Our CX specialists deliver programmes that build lasting relationships between brands and their customers by helping them to navigate and activate the CX moments that matter most… avoiding those that don’t. We are part of Kantar, the world’s leading data, insight and consultancy company. Contact: Chantal Goodman, UK Marketing Director T: +44 (0) 20 7656 5303 M: +44 (0) 7500 765 698 W: www.tnsglobal.com
Network Research is a full-service insights agency, specialising in customer experience research across the entire customer journey. For over 30 years we’ve been helping our clients build deeper, more profitable relationships with their customers. We use research to create actionable insight at all stages of the customer journey – from product development and customer acquisition and communications through to satisfaction, loyalty and retention. We work with our clients to embed insights into their business and drive change and gain commercial advantage as a result. We use our in-house visualisation and technology teams to produce creative and compelling ways to communicate insight stories for maximum impact. As one of the UK’s largest independent agencies, we’re able to offer the best of both large and small agencies alike: full service research but with the creativity, flexibility and responsiveness of a smaller company. Contact: E: info@networkresearch.co.uk T: 0207 6805100 W: www.networkresearch.co.uk
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BRONZE Wizu is an AI chatbot for conversational surveys that increases response rates, improves customer experience and helps you gain more actionable insight. We combine artiďŹ cial intelligence with customer experience metrics such as Net Promoter Score, Customer Effort Score or CSAT, to analyse responses in real time allowing you to route by sentiment, close the loop, and create truly personalized and engaging conversations. Contact: Simon Neve, CEO & Founder E: simon@wizu.com W: www.wizu.com
NOTES
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Get your copy: go.medallia.com/voc-toolkit
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