Focus Groups - 27th April 2018 by Engage Business Media

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CUSTOMER ENGAGEMENT SUMMIT 2018 MONDAY 12 & TUESDAY 13 NOVEMBER 2018 W E S T M I N S T E R PA R K P L A Z A , L O N D O N

“THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR”

EUROPE'S PREMIER CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT

Our sixth flagship Customer Engagement Summit held in London on 13th November broke a new attendance record of 1000, reconfirming its market leading position as Europe’s premier and most highly regarded customer and employee engagement conference. So the scene is set for a fantastic 2 day event on 12 & 13 November 2018 with our seventh Customer Engagement Summit and our Annual Engage Awards under the same roof once again – it’s definitely one for your diary!

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THE TEAM Steve Hurst, Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust, Sales Director E: nick.rust@ebm.media T: 01932 506 301 Katie Donaldson, Senior Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 James Cottee, Senior Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 James Major, Sponsorship Sales E: james.major@ebm.media T: 01932 302 110 Alex Webb, Sponsorship Sales E: alex.webb@ebm.media T: 01932 506 303 Kimberley Bishop, Sponsorship Sales E: kim.bishop@ebm.media T: 01932 506 308 Dan Skinner, Membership Sales E: dan.skinner@ebm.media T: 01932 506 307

WELCOME A very warm welcome to London’s iconic County Hall and our second Engage Focus Groups event, designed to offer a platform for like-minded professionals to engage in detailed discussion and ﬁnd solutions to some of the most pressing issues and challenges facing our industry. Our Engage Focus Groups will allow senior individuals working in customer and employee engagement to come together and voice their thoughts and share experiences in a structured professional environment across a wide range of topics. These dynamic and highly engaging think tanks are designed to stimulate thought leadership discussions and provide valuable ‘take-home’ implementable knowledge for our delegates. The Focus Groups are a series of three 90 minute roundtable sessions hosted by our vendor partners providing the perfect platform to share knowledge, collaborate and solve industry issues under Chatham house rules. In addition to the discussion sessions our delegates will enjoy several networking opportunities with their peers during a day designed to encourage and stimulate discourse and debate. There will also be an after lunch panel debate where all of our delegates will be in the same room at the same time together with our vendor partners. Today’s Focus Group topics include: Customer Engagement Transformation, How Employee Experience Drives Customer Experience, Customer Engagement in Financial Services, Future of The Contact Centre, Customer Engagement in Retail, Artiﬁcial Intelligence & Robotics, Evolution of Voice of the Customer and CX Strategies for The Customer Journey. The overarching aim of today’s event is for our delegates to go back to their organisations armed with all the tools, strategies and techniques they need to deliver long term customer and employee engagement strategies to create and maintain sustainable competitive advantage. Have a stimulating thought-provoking day. Steve Hurst, Editorial Director

Dan Keen, Membership Sales E: dan.keen@ebm.media T: 01932 506 306 Hannah Mulea, Marketing Executive E: hannah.mulea@ebm.media T: 01932 302 112 Sabrina Clarke, Finance Department E: ﬁnance@ebm.media T: 01932 500 103

EngageFocusGroups.com @EngageCustomer #EngageConferences EngageCustomer.com Engage Focus Groups is organised by Engage Business Media Ltd Join EngageCustomer.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

2 TICKE ONLY £9 TS 95 DON’T ALLOW YOUR CUSTOMERS TO FALL OUT OF TOUCH WITH YOUR ORGANISATION With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes.

TRANSFORMING TO SURVIVE IN THIS BRAVE NEW CUSTOMER WORLD

It can seem impossible to keep up with customer trends and implement a winning strategy, but by attending the Customer Engagement Transformation Conference you’ll leave equipped with exclusive insights from organisations who have already transformed and are reaping the rewards of customer loyalty as a result. We’re delighted to welcome world-class brands at the UK’s biggest event of its kind – you’ll learn from HSBC, Metro Bank, South East Water, Accent, KoruKids, Philips, Shell, Cambridge City Council, Rayburn Tours, LV=, American Express, AutoTrader, Samsung, LEGO, John Lewis, Bruntwood, News UK and more.

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FOCUS GROUPS

VISITOR INFORMATION

FOCUS GROUPS

Registration

REFRESHMENTS & NETWORKING

FLOORPLAN County Hall, 3rd ﬂoor

AGENDA:

FOCUS GROUP TOPICS:

9:00-9:30 REGISTRATION, TEA & COFFEE

ROOM 1

CUSTOMER ENGAGEMENT TRANSFORMATION

09:30-11:00 FIRST DEBATE SESSIONS COMMENCE (90 MIN)

ROOM 2

EVOLUTION OF VOICE OF THE CUSTOMER

11:00-11:30 MORNING COFFEE & NETWORKING

ROOM 3

HOW EMPLOYEE EXPERIENCE DRIVES CUSTOMER EXPERIENCE

ROOM 4

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES

ROOM 5

CX STRATEGIES FOR THE CUSTOMER JOURNEY

11:30-13:00 SECOND DEBATE SESSIONS COMMENCE (90 MIN) 13:00-14:00 LUNCH & NETWORKING 14:00-14:45 PANEL DEBATE IN MAIN HALL Join your peers and all of our session hosts in the main hall for a debate covering all focus group topics. Chaired by Martin Hill-Wilson. 14:45-16:15 THIRD DEBATE SESSIONS COMMENCE (90 MIN)

PANEL DEBATE

INFORMATION: REFRESHMENTS: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Refreshments & Networking Hall throughout the day. • • • •

Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break

CLOAKROOM: There are free cloakrooms available for delegates at the entrance.

WI-FI: There is complimentary visitor Wi-Fi, please enquire at registration.

ROOM 6

CUSTOMER ENGAGEMENT IN RETAIL

JOIN THE CONVERSATION: @EngageCustomer #EngageConferences ROOM 7

FUTURE OF THE CONTACT CENTRE

CANVASSERS: 16:15-17:00 DRINKS & NETWORKING

ROOM 8

ARTIFICIAL INTELLIGENCE & ROBOTICS

The organisers reserve the right to remove anybody found distributing leaﬂets of any kind or unauthorised sales material at the show.

ROOM 1

CUSTOMER ENGAGEMENT TRANSFORMATION

THE END OF THE ADVERTISING ERA. HOW TO CONVERT YOUR MOST VALUABLE ONLINE VISITORS. Moderator: Marie Sagarzazu, Country Manager, iAdvize We are experiencing the end of the advertising model that we have known for years, with 81% of users now often closing a web page because of a pop-up ad or an autoplay video the average click rate has fallen to just 0.06%. Forrester has already termed this evolution as “The End of Advertising, The Beginning of Relationships.”

The Conversational Marketing Platform ‘‘Hi, I’m looking for a camera’

Imagine a scalable community of experts, passionate about your brand, and products. Now imagine a platform to connect these experts to your customers in real-time, via messaging, 24/7.

So how can brands provide the best customer experience possible and win the acquisition race? ‘‘Hi, I’m a high-tech expert, available to help you’’

During this roundtable we will discuss: • Why it's no longer about the tech but about the respondent! • How you can deploy a high quality, authentic experience online using independent experts • How leading brands have begun to bridge the gap between Ecommerce, Marketing and Customer Experience departments • How conversational marketing is being used to increase conversion rate and CLTV

Marie Sagarzazu is Country Manager at iAdvize. She has been with the company for almost three years, joining as Key Account Manager, overseeing brands such as Renault, TUI, Oui.SNCF, Monoprix, Decathlon, Christian Louboutin, Maisons du Monde, Canal + Overseas. Prior to iAdvize, Marie was Head of Development at content and inﬂuencer marketing agency Made in. She holds a MSc in Marketing Management from ESADE Business School.

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Trusted By 600+ Businesses

2018

ROOM 2

EVOLUTION OF VOICE OF THE CUSTOMER

THE EVOLUTION OF CX: COMBINING THE CUSTOMER AND EMPLOYEE VOICES

Richer Insights Smarter Decisions s Faster Reactions

Moderator:

Claire Sporton, SVP – CX Innovation, Confirmit Is your company listening to the Voice of the Customer? Great. Taking action? Better still. What about employees? It may seem like employee feedback is a job for HR, but your teams have a huge amount of insight about the customer experience as well. And sharing those views can be a massive driver for change. In this hands-on session, Claire Sporton, SVP CX Innovation at Confirmit will share a model that will help you to understand ways in which you can combine the employee and customer voice to create a new level of insight. She will cover best practices and well as practical examples that will help you to understand how to use your managers to provide a vital link between the front line and your leadership. Join this roundtable to learn: • How to identify the employee groups you need to work with – and how to engage them • How to use nudge theory to make it easier for your teams, particularly those on the front line, to do the right thing for customers • Take the first steps towards integrating customer and employee feedback to create a clear view of the customer experience.

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 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

2018

ROOM 3

HOW EMPLOYEE EXPERIENCE DRIVES CUSTOMER EXPERIENCE

Making complex customer service simple.

Moderator: Dave Ormston, Director of Customer Success, IFS-mplsystems Every day, contact centre agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions. Yet, many brands still don’t value the people on the front line as critical assets of the customer experience. Organisations support an average of eight customer engagement channels per customer query, yet having to support these, often disparate, communication systems, along with accessing customer data from multiple different systems gives rise to many customer service challenges and leads to frustrated agents. At our table, we discuss: • • • • •

The impact of omni-channel on customer engagement Strategies for employee training and incentives The impact of the agent desktop on employee engagement levels & strategies to improve Measuring employee engagement in relation to agent feedback Company culture & the effects of this on employee performance

Dave is a veteran of the Customer Engagement wars who has experienced the evolution of both customer requirements and call agent development ﬁrst hand for two decades with service providers both large and small. Currently responsible for Customer Success at IFS-mplsystems, Dave knows all too well that agent morale and retention while managing costs is absolutely vital.

Delivering omni-channel experiences through the uniﬁed agent desktop.

2018

ROOM 4

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES

CUSTOMER ENGAGEMENT IN FINANCIAL SERVICES: NEXT GENERATION CONTACT CENTRES NOW

High availab v bility and pain free e transformation o n of business-criitical Contact Ceentre and UC ennvironments o

PLANNING YOUR DIGIT TA AL AN ND BUSINESS TR RANSFORMA AT TION N

Moderator:

Richard Brown, Head of Financial Services, Connect Surinder Singh, Head of Voice Bio-Metrics, Connect

WE KNO OW W HO OW W TO MAKE IT W WO ORK

Today the pressure is on for every executive in Financial Services to drive transformation in their organisation through the 'mineďŹ eld' of compliance and regulation. To deliver better customer experience, indeed 'delight' through both traditional and digital channels and to have a single customer view.

At Connect,, we under stand how to take cuustomer s through the diggital transffo ormation journeyy,, to t mitigate the risks and the co osts by blending our deep op perational and technical experrience across a broad range of o vendor s.

To achieve all this Connect Managed Services has a unique blend of proven Consultancy Expertise delivered with major UK & International Banks allied to unique technology insights for Next Generation Contact Centre Services. However, we do not just 'talk' about these capabilities we deliver the very latest 'best of breed' technologies and solutions i.e. Next Generation now, with compelling business cases and commercial models that ďŹ t your organisational needs and strategy.

Wee are also ab W ble to fully test and replicate legacy l and future solutionss in a lab environment. This is why we are unique and a tr usted advvisor to our customer s.

We have delivered not only in the ďŹ nancial sector, but in retail, energy and telecommunications to both large and medium sized UK and Global enterprises and all with Contact Centre Services and value for money solutions that create true long term, mutually beneďŹ cial Partnerships.

ealise tangible We ensure our customers rre FYWMRIWW FIRIÂ˝XW EX IZIV] WXIT SJ XLIMV customer ex xperience transformattion.

To discuss real insights into Next Generation Contact Centre Services, Next Generation Voice Biometrics and AI, Next Generation Remote Advisors/Lending please come and meet the Connect Team at our roundtables! Richard has been our Head of Financial Services at Connect for the last 8 years, with time spent previously at Unisys and Cisco. He has been involved in the communications industry for the last 25 years in a variety of sectors including manufacturing, insurance, and retail. The majority of his career has been spent in voice and uniďŹ ed communications for large enterprise ďŹ nancial services clients. Since joining Connect Richard, has been focused in ultimately developing the customer engagement strategy and technology environments to support them for potential customers to develop and enhance their customer experience offering. Focusing on large high street retail banking clients, he has been helping customers better engage with their customers both in terms of communication and security requirements. His speciďŹ c experience has ensured he is able to give his clients the correct strategy, needed to grow their businesses and mitigate the risks of transformation.

Surinder, sits as the Head of Voice Bio-Metrics in Connect and has a demonstrated history of working with clients customer engagement strategies in the ďŹ nancial, information technology and services industries. Prior, to joining Connect, Surinder held senior positions at BancTec and FileNet and MR Group, bringing innovative solutions at both companies and generating them substantial revenue growth. An experienced entrepreneur in setting up growing Fintech Companies, Surinder is an experienced Chief Executive OfďŹ cer, heading up Voice Secure for the last 6 years. He is a strong business development professional with a Bachelor of Science, in Electrical and Electronics Engineering from the University of Glasgow, and an MBA from the University of Strathclyde Business School.

2018

in association with

Connect Managed Ser vicces deliver s 24 x 7 high avvailability and a pain free tr transf ansfor o mation of bussiness-cr siness critical Contact Centre and U UC environments environments for o global businesses. Wee have developed a bespoke set of monnitoring and automation tools, whicch combined with our differentiated e d approach to ser vice management, ensure we deliver a consistent ser vice level peerfor o mance , typically over 25% above industr y standards. Our unique â&#x20AC;&#x2DC;SStabilise, Enhance , Transfor o mâ&#x20AC;&#x2122; programme enab e les a seamless journey from dissjointed, legacy technologies and sup ppliers to a unifor o m, modern enviro onment with consistent ser vice levels under a sinngle contract. We contin i ue to br b ing i inn i novation i to the h mar ket and d we are a Platin Pl i um Par tner off ZOOM a mar ket leader l d in i wor kfo orce optimizat i i tion i software f . The Th company has received wor ld-class customer satisfaction honnors - 86 NPS for o 2017, has 1600+ + customers, and 300+ par tner s acrross 90+ countries. ZOOMâ&#x20AC;&#x2122;s software helps contact center s improve the custo omer and agent experience - by cap pturing, analyzing, and improving thee quality of all LQWHUDFWLRQV ZKLOH DGGUHVVLQJ EDFN RIĂ&#x20AC;FH FRPSOLDQFH DQG ULVN =220ÂˇV VXLWH LQFOXGHV FDOO YLGHR DQG VFUHHQ UHFRUGLQJ ZLWK RPQLFKDQQHO TXDOLW\ management, advanced aanalytics, wor kforce o management, elearning, and more.

Learn more about Connect at www.connectm . managed.com and ZOOM a at www.z . oomint.com. Contact Connect on o +44 20 7950 3200 or via email at gordonr@connecttmanaged.com

ROOM 5

CX STRATEGIES FOR THE CUSTOMER JOURNEY

CX STRATEGIES FOR THE CUSTOMER JOURNEY Moderator: Mark Walton, Vice President Europe, Arise Virtual Solutions Perennial problems of the contact centre remain the same and don’t appear to have changed over the past twenty years despite all of the advances in technology. We’ll be looking at: • How do we recruit enough agents to support customers? If we can recruit, how to recruit agents of the right caliber to ensure the highest quality customer experience? And if we can recruit, how do we minimise attrition and absence? This appears to be as relevant as ever in an environment where individuals now have more career choice in an economy approaching full employment and where the ‘living wage’ is increasingly the norm. • In an environment where customers have increasing expectations of the brands that they interact with, are more demanding than ever, being quick to take to social media when things go wrong and the number of communication channels available continues to increase. • How do we keep up and evolve customer journeys to protect and maximise brand potential? • Do Home Working; AI or a different approach to recruitment and training practices provide the ‘Holy Grail’?

Mark has been involved in Customer Service all of his career and has specialised in the BPO & direct marketing sectors for the past 20 years, working with leading brands in the telecoms, mobile, utilities and financial services sectors. He was a Director at HEROtsc for six years and led its spectacular growth from regional player to market leader, recording a turnover of £100million, through two private equity sales leading to its eventual sale to Webhelp. Mark built and grew the Aquira Group of companies from 2008 which became a market leader in Sales through Service outsourcing and a pioneer of the intelligent data model and ‘Data Cyclone’ for marketing which helped many brands such as ‘3’ ‘Vodafone’ ‘Sky’ and ‘Scottish Power’ to grow significantly and compliantly. Mark was founder and Chairman of not for profit company Reviive which donates all of its profits to the homeless and oversaw its dramatic growth to eventual merger with the Wrekin Housing group. Mark has worked with or advised many of the largest BPO companies in Europe and in 2017 joined Arise Virtual Solutions to replicate the incredible success that Arise have had in the US Home Working sector, across the UK and Europe.

2018

ROOM 6

CUSTOMER ENGAGEMENT IN RETAIL

WHAT’S THE WINNING FORMULA FOR DRIVING ICONIC CUSTOMER EXPERIENCE? Moderator:

Arkin Salih, Learning Director, NKD If you’re working within the retail sector and looking to enhance customer experience, don’t miss this focus group session. We will explore the following themes: • The importance of defining your brand promise – who are you and what do you stand for? Does your customer experience reflect this? If not, what needs to change? What do you want the service interaction to actually look and feel like? • How you drive the customer experience through your people – how are you engaging your teams? How do your learning interventions drive service behaviour? What is in place to support the delivery of service excellence? • The role of the manager – what are they doing to embed and sustain your desired customer experience? Are they coaching the right behaviours, in order to drive genuine customer engagement? During this session participants will have the opportunity to explore if they truly have the right ingredients to deliver the customer experience they want for their brand, driving differentiation, customer loyalty and ultimately sustained profit and growth.

Arkin is a Learning Director at NKD. He has 20 years of experience working in retail, hospitality and talent development at some of the world’s most well-known brands. He was previously Head of Learning & Development at Harvey Nichols group, and Learning & Development Manager at Harrods, where he was responsible for sales and service training and developed the U.K.’s ﬁrst BA (Hons.) Degree in Sales exclusively for the luxury retailer.

HE ELLO, WE’R RE NK KD We’re passion nate about Emplo oyee Engagement, Customer Experiience and Brand Cultures. ' $31#-2' 3<8 '?6'8ধ9' -2 ;8!;'+-$ 329<£ধ2+T 8'!ধ=' 311<2-$!ধ329 !2& '!82-2+ !2& '='£361'2; ;3V

Shif t thinking Change behaviour Transform m per formance

nkd.co.uk +44 (0)203 4700 230 hello@nkd.co.uk

2018

ROOM 7

FUTURE OF THE CONTACT CENTRE

DEFINING THE HUMAN AGE - A REFLECTION ON CUSTOMER SERVICE AND WORK IN 2030

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Moderator: Graeme Gabriel, Strategic Back OfďŹ ce WFO Consultant EMEA, Verint Technology is changing the workplace. In this workshop we will outline the results of our global research study and explore 3 key areas: 1. Automation: Tasks and processes are increasingly being automated by technology; AI, algorithms and other automation technology (e.g. robots). How will this help people to do their job more effectively? 2. Robot concerns: Will robots or artiďŹ cial intelligence take over jobs in the next 10 years? 3. The workplace: As technology improves, how will workplaces need to adapt to suit employee preferences?

Since joining Verint in 2014 as a Strategic Back OfďŹ ce Workforce Optimisation Consultant, Graeme has worked with organisations to streamline and optimise Back OfďŹ ce processes with a speciďŹ c focus on Resource Planning and Contact Centre Training. Graemeâ&#x20AC;&#x2122;s experience in contact centres stretches back over 20 years, at nearly every level, ranging from working as an agent on the phone to providing strategic business consultancy at the senior management level. This unique insight gives Graeme the ability to identify inefďŹ ciencies; design, implement and reengineer workforce management processes and systems. Having worked across every level he has an understanding of the business issues from an agent up to senior management perspective.

Consumers demand that human contact remains part of customer service Despite all the new digital channels 76% want human contact to remain

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Consumers want a humanised customer experience tailored to them and their preferences But nĂ&#x17D;ÂŻ of consumers want to know organisations are keeping their personal information secure Consumers want the latest technology to be available at work as at home Â&#x153;Ă&#x20AC;i Ă&#x152;Â&#x2026;>Â&#x2DC; > Ă&#x152;Â&#x2026;Â&#x2C6;Ă&#x20AC;` iĂ?ÂŤiVĂ&#x152; Ă&#x153;Â&#x153;Ă&#x20AC;Â&#x17D;ÂŤÂ?>ViĂ&#x192; Ă&#x152;Â&#x153; Li Â&#x201C;Â&#x153;Ă&#x20AC;i y iĂ?Â&#x2C6;LÂ?i to suit employee preferences

Latest research from more than 36,000 consumers across 18 countries reveals the key challenges organisations face for engagement in the future info@verint.com +44(0) 1932 839500

2018

ROOM 8

ARTIFICIAL INTELLIGENCE & ROBOTICS

WILL AI WORK FOR YOU? Moderators:

Fran Fish , CEO, Mazaru Dr David Naylor, CEO, Humanotics This interactive focus group will cut through the Artificial Intelligence (AI) hype and help you explore practically how it will support your service organisation — reducing costs, boosting sales and improving service for customers. AI has the promise to support service in new ways that’ll benefit both your customers and business. But, with high profile failures at even the most tech savvy companies such as Microsoft and Facebook, the talk about what’s possible is running ahead of what’s practical.

ŝŐŝƚĂů ƐĞƌǀŝĐĞ ŵĂĚĞ ĞĂƐǇ

This session offers down-to-earth advice to help you find out whether AI is right for you and how. You’ll get the opportunity to talk to other service leaders, share your experiences and learn / talk about: • What all the jargon means — AI, Chatbots, RPA, Machine Learning etc. what it all means and why it’s important • The top ways AI can help — how organisations are using AI to support customer operations right now and what the benefits have been • How to make a big difference (without taking too much of a risk) — The risks and returns on investment for the different use cases • How AI can be used in your organisation — a chance for you to create your own use case priority list and discuss it • The golden rules for getting the most from your AI investment — including using conversational language / user experience design, creating content, selecting the most appropriate technology and developing your organisational capabilities. Known for her breadth of knowledge — and uncommon good service sense — Fran has lived and breathed contact centres and customer service for the best part of 25 years. Starting on the frontline at USAirways, she progressed quickly to help launch the first customer service focussed magazine within the UK as well as innovate in the area of contact centre and communication consulting. Fran is now CEO of service communication experts Mazaru. Here she helps public sector organisations and global brands — including Microsoft, Sky and Vodafone — talk to their customers better through digital service channels and retain customers, boost sales as well as reduce costs. David has over 25 years’ experience in customer operations, insight & analytics as well as experience design and has worked with many leading FTSE 100 companies including Vodafone, Lloyds Banking Group and Severn Trent Water. With a PhD for his pioneering research in AI, David’s mission now is to help demystify the area and enable organisations to realise the many benefits of its use in customer applications from chatbots to predictive sales analytics and contact handling.

^ƚƌĂƚĞŐǇ ͮ dƌĂŝŶŝŶŐ ͮ ŽŶƚĞŶƚ ͮ y ĞƐŝŐŶ ͮ ĞŶĐŚŵĂƌŬŝŶŐ We help leading brands — including Allianz, Sky and John >ĞǁŝƐ Ͷ ĐƌĞĂƚĞ ďĞƩĞƌ ĐƵƐƚŽŵĞƌ ĞǆƉĞƌŝĞŶĐĞƐ ƚŚĂƚ ƐĂǀĞ ŵŽŶĞǇ͕ ďŽŽƐƚ ĐƵƐƚŽŵĞƌ ƐĂƟƐĨĂĐƟŽŶ ĂŶĚ ŝŶĐƌĞĂƐĞ ƐĂůĞƐ͘ hƐŝŶŐ Ă ŵŝǆ ŽĨ ƐĐŝĞŶĐĞ͕ ĐƌĞĂƟǀŝƚǇ ĂŶĚ ƐĞƌǀŝĐĞ ŬŶŽǁͲŚŽǁ͕ ǁĞ͛ůů ŝŵƉƌŽǀĞ ŚŽǁ ǇŽƵ ĐŽŵŵƵŶŝĐĂƚĞ ǁŝƚŚ ǇŽƵƌ ĐƵƐƚŽŵĞƌƐ ƚŚƌŽƵŐŚ Ăůů ĐŚĂŶŶĞůƐ ĂŶĚ ŵĞĚŝĂ Ͷ ĨƌŽŵ /͕ ǁĞďĐŚĂƚ͕ ƐŽĐŝĂů ŵĞĚŝĂ ĂŶĚ ŽŶůŝŶĞ ĂŶƐǁĞƌƐ ĨŽƌ & YƐ ƚŽ ^D^͕ ůĞƩĞƌƐ ĂŶĚ ƚŚĞ ƉŚŽŶĞ͘ KƵƌ ĂǁĂƌĚͲǁŝŶŶŝŶŐ ǁŽƌŬ ŚĂƐ ƌĞĚƵĐĞĚ ĐŽƐƚƐ ďǇ ĐƵƫŶŐ ƌĞƉĞĂƚ ĐŽŶƚĂĐƚ ďǇ ϵϬй ĂƐ ǁĞůů ĂƐ ŵŽǀŝŶŐ ϰϳй ŽĨ ĐĂůůŝŶŐ ĐƵƐƚŽŵĞƌƐ ƚŽ ƐĞůĨͲƐĞƌǀŝĐĞ ĐŚĂŶŶĞůƐ͕ ŝŶĐƌĞĂƐĞĚ ^Ăƚ ďǇ ϯϳй ĂŶĚ ďŽŽƐƚĞĚ ƐĂůĞƐ ŽƉƉŽƌƚƵŶŝƟĞƐ ďǇ Ϯϰй͘ tĂŶƚ ƚŽ ŬŶŽǁ ŵŽƌĞ͍ ƌŽƉ ƵƐ Ă ůŝŶĞ͗ hello@mazaru.com w: mazaru.com t: 0330 123 9930 t: @mazaruspeaks

ƐĞƌǀŝĐĞ ĐŽŵŵƵŶŝĐĂƟŽŶ ĞǆƉĞƌƚƐ 2018

OUR SPONSORS

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based enablement platform connects companies seeking outsourced BPO solutions to a nationwide network of virtual service providers. Built to scale, Arise provides a superior solution for innovative enterprises from startups to Fortune 500 companies.

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 multi-channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

M: +44 (0)7876 641422 E: mwalton@arise.com W: www.arise.com

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. T: 020 3053 9333 E: info@confirmit.com W: www.confirmit.com

Connect Managed Services delivers 24 x 7 high availability and pain free transformation of business-critical Contact Centre and UC environments for global businesses. We have developed a bespoke set of monitoring and automation tools, which combined with our differentiated approach to service management, ensure we deliver a consistent service level performance, typically over 25% above industry standards. Our unique ‘Stabilise, Enhance, Transform’ programme enables a seamless journey from disjointed, legacy technologies and suppliers to a uniform, modern environment with consistent service levels under a single contract. We continue to bring innovation to the market and we are a Platinum Partner of ZOOM a market leader in workforce optimization software. The company has received worldclass customer satisfaction honors – 86 NPS for 2017, has 1600+ customers, and 300+ partners across 90+ countries. ZOOM’s software helps contact centers improve the customer and agent experience – by capturing, analyzing, and improving the quality of all interactions – while addressing back ofﬁce compliance and risk. ZOOM’s suite includes call, video, and screen recording with omnichannel quality management, advanced analytics, workforce management, elearning, and more T: 01628 610 000 E: gordonr@connectmanaged.com W: www.connectmanaged.com www.zoomint.com

We believe in conversations that spark curiosity, questions, reflexion and action. iAdvize’s first conversation was between founders Julien and Jon when they first chatted about how a chat solution could add a human touch to online customer service. Well that conversation never ended and now, there are 180 of us. We’re still conversing and the chat tool’s become a conversational marketing platform. Join the conversation is iAdvize’s rallying cry. It’s an invitation to hack the established, to design the unexpected, to ship the unsinkable, to delight the customer and to join the party. W: www.iadvize.com

OUR SPONSORS

At IFS – mplsystems our vision is ‘to make complex service simple’: we design and deliver Omni-Channel Contact Centre, CRM Customer Service desktop and AI enabled Virtual Assistance solutions. Our unique, configurable unified agent desktop solution has transformed customer engagement for many of Europe’s top businesses by providing a 360-degree view of the customer, whilst managing voice; email; chat; social and mobile channels as a seamless omni-channel experience. Our pioneering intelligent self-service solution is enabling customers to introduce Artificial Intelligence into customer service: automatically answering and processing email, chat and social media requests whilst also providing online virtual assistance. As a Visionary in Gartner’s Contact Centre as a Service Magic Quadrant for the last 3 consecutive years, we are trusted by many leading European organisations to manage their end-to-end Omni Channel Customer journeys. Contact: Tina Ladd T: 01926 623 500 E: tina.ladd@ifsworld.com W: www.mplsystems.co.uk

We help leading brands — including Allianz, Sky and John Lewis — create better customer experiences that save money, enhance service and increase sales. Using a mix of science, creativity and service know-how, we’ll improve how you communicate with your customers through all channels and media — from AI, webchat, social media and online answers for FAQs to SMS, letters and the phone.

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 T: +44 (0) 203 4700 230 M: +44 (0) 7768 045 609 E: nab@nkd.co.uk W: www.nkd.co.uk

Verint is “The Customer Engagement Company.” We help organizations simplify and modernize the way they engage customers through their contact center, branch, back ofﬁce and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artiﬁcial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.

Our award-winning work has reduced costs by cutting repeat contact by 90% as well as moving 47% of calling customers to self-service channels, increased CSat by 37% and boosted sales opportunities by 24%. We work with you to ﬁnd opportunities for improvement, create strategies to make the most of these and make it easy to maintain better communications as well as boost team performance.

With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement. Together with our vast global partner network, we can help you evolve and modernize your entire customer engagement operation, while protecting your legacy investments. Together with our customers, we’re looking to the future—imagining, planning and developing innovative ways to take customer engagement to new heights.

T: 0330 123 9930 E: fran.langham@iadvize.com W: www.mazaru.co.uk

T: 01932 839500 E: info.emea@verint.com W: www.verint.com

2018/19 EVENTS INCLUDE 12 JUL 2018

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 12TH JULY 2018

CUSTOMER ROBOTICS AND AI CONFERENCE

OCT 2018

MONDAY 1ST OCTOBER 2018

FUTURE OF THE CONTACT CENTRE CONFERENCE

FEB 2019

WEDNESDAY 13TH FEBRUARY 2019

20 SEP 2018

INTERNAL COMMUNICATIONS CONFERENCE THURSDAY 20TH SEPTEMBER 2018

12/13 NOV 2018

13 JUN 2019

CUSTOMER ENGAGEMENT SUMMIT MONDAY 12TH & TUESDAY 13TH NOVEMBER 2018

CX MARKETING SUMMIT 2019 THURSDAY 13TH JUNE 2019

EVOLUTION OF WORK CONFERENCE

SEP 2018

THURSDAY 20TH SEPTEMBER 2018

ENGAGE AWARDS 2018

NOV 2018

MONDAY 12TH NOVEMBER 2018

BOOK YOUR PLACE 01932 506 300 (press 1) tickets@ebm.media EngageCustomer.com