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A One-Day, Brand-Led Conference & Networking Event, 25th February 2020, One Whitehall Place, Central London
Outstanding, Insight-Led Customer Experiences Which Deliver Results
[email protected] +44 (0) 20 3479 2299 www.thecustomerconference.com
BBC World Service
Catherine Blizzard, Director of Marketing & Audiences
Inspire Passionate Customer-Focused Cultures, Leverage Fresh Digital Strategies, Integrate New AI Technology & Effectively Journey-Map Across Multiple Channels With Insight-Led Decision Making Which Delivers Measurable ROI, Meets Soaring Expectations & Truly Embodies The Voice Of The Customer
Musgrave Retail Partners Ireland
Claire O'Grady, Customer Experience Designer
Post Office LtdJames Scutt, Head of Customer Experience
Three.
Nadia Ness, Head of Migration & Customer Readiness
M&S BankRebecca Hanson, Head of Customer Experience
PhilipsUla Robinson, Consumer Experience Manager UK&I
notonthehighstreet.com
Emilie Mouquot, Customer & Growth Director
Ministry of JusticeJulia Beresford, Head of Customer Services, Digital & Technology
Charities Aid Foundation
Richard McCarthy, Head of Customer Service & Experience
National Express Vinay Parmar, UK Customer & Digital Experience Director
BT ConsumerChristopher Howe, Change Director
DropboxIfah Sivak, Head of CX Online Strategy
Bloom & WildKirsty Macdonald, Head of Customer Experience
Volvo Car UKNicola Langley, Customer Experience Manager
Co-opClaire Carroll, Head of Sales & Service
Legal & GeneralJames Coburn, Group Head of Customer Experience Strategy
CentricaPatricia Sanchez-Diaz, Customer Experience Lead, Senior Manager
Sky Betting & Gaming
Sarah Simpson, Customer Experience Director
Sky Be�ng & Gaming logo
Admiral Group PlcClaire Charlton, Head of Customer & Conduct
Bupa GlobalJames Elliott, Head of Operational Excellence
Shop DirectMark Billingham, Customer Operations Director
The Times & The Sunday Times
Pete Evia-Rhodes, Director of Customer Value
TUISusanne Kennedy, Senior Customer Experience Manager
@CXConf
Book Before
17th October &
Save £150
LVFSLynzi Harrison, Customer Experience Director
O2 (Telefónica UK)Sandra Fazackerley, Director of Customer Experience
Reputation.comAnthony Gaskell, Managing Director - EMEA
HSBCJames Brindley-Raynes, Global Product Manager Staff Digitisation
O2 (Telefónica UK)Nicola Harris, Head of Customer Experience Programmes
LVFSChristina Dolding, Head of Customer Experience
5th Annual
Northumbria Police
Colin Christie, Head of People Services
Unilever
Varun Nagalia, Senior Manager Digital Employee Experience
1 Inspire Exceptional Customer-Centric Internal Cultures: Ignite customer-first mindsets organisation-wide to deliver stand-out experiences for both employee and customer
2 Conversion-Boosting Customer Journey Mapping: Create next-level journeys with innovative new strategies to constantly improve the customer experiences you provide
3 Reveal Fresh Insights From Customer Data: Unlock a deeper understanding of your customer base with the right data analytics to deliver meaningful, targeted experiences
4 Harness The Power Of New Tech & AI – In Practice: Realistically integrate new AI and automation technology for updated, personalised customer experiences
5 Measure & Action The Voice Of The Customer: Understand how satisfied customers really are and efficiently action feedback
6 Tap Into Customer Expectations, Trends & Behaviours: Exceed rising wants and needs with engaging, memorable and meaningful experiences
7 Prove Commercial Value & ROI: Effective measurement techniques that impress leadership and command financial backing
8 Balance Digital Experiences & The Human Touch: Retain the personal touch when innovating digital strategies to maintain effortless customer experiences and journeys
9 Integrate Journeys Across Multiple Channels: Connect multiple touchpoints with holistic channel strategies for seamless customer experiences
10 Exceptional Customer-Led Service Design: Ensure services meet customers wants, needs and expectations with accessible, insight-led service design
Organised By:
Separately- Bookable, Post-Conference Workshop Day - 26th February, Central London
28Brands
1Day
Employe
e
Enga
gem
ent F
or
Custom
er Ex
perien
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NEW!• 28 Brand Speakers • 98% Satisfaction Rate 2019• New Customer Expectations Panel
5 Years Of Fresh Insight, Inspiration & Innovation!• 2 New Practical Case Studies • 7 Informal Breakout Discussions
Ensuring CX Success Within The Feedback Economy11.10
Anthony Gaskell, Managing Director – EMEA
Reputation.com
Registration, Morning Coffee & Objective Setting08.30
GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks
09.00
• Great customer experience doesn’t happen without great employee experience! Keep your employees happy with innovative strategies to deliver the best experience for both parties
• Convince employees across departments of the commercial benefits of CX to create and maintain a customer-first mindset centred from within the organisation
• Leverage customer and employee data for a holistic view of your CX department and strategies to continuously improve both experiences
Ignite Organisation-Wide Passion For Customer Experience With Engaged, Customer-Focused Employees
09.20
Internal Customer-Centric Cultures
Mark Billingham, Group Customer Operations Director
Shop DirectJames Coburn, Group Head of Customer Experience Strategy
Legal & General
Double
Perspective
Christopher HoweChange Director
BT Consumer
09.20
Christina Dolding, Head of Customer Experience
LVFS
09.40
• Get to grips with your journey mapping with best-practice techniques to engage the customer every step of the way
• Effectively blend your journeys across online and offline for seamless transitions across all contact channels
Master Next-Level Customer Journey Mapping With Both Best-Practice Advice & Innovative Strategies To Continually Improve End-To-End Experiences
10.00
Customer Journeys
Ifah Sivak, Head of CX Online Strategy
Dropbox
• Innovative mapping ideas to take your customer journeys to the next level whilst preparing for the inevitable challenges when implementing new experiences • Balance the shift to omnichannel: ensure you are mapping across all
the customer touchpoints for integrated experiences and journeys across multiple channels
Nicola Harris, Head of Customer Experience Programmes
O2 (Telefónica UK)
Advanced Customer Journeys10.20
Morning Refreshment Break With Informal Networking10.40
• Not all data is good data! Collect accurate insights into audience demographics, behaviours and purchasing drivers to really understand your customer base • Connect silos of information and drive insight through data – not just from NPS! • Tap into customer demographics to create personas, journeys and
experiences that suit their wants and needs
Proactively Collect & Analyse Data For Actionable Insights That Deliver Customer-Driven Experiences
11.25
Insight-Led Decision Making
Susanne Kennedy, Senior Customer Experience Manager
TUI
Leveraging The Contact Centre As A Source Of Value-Adding Insight
11.45
Claire CarrollHead of Sales & Service
Co-op
• How the millions of conversations taking place in your contact centre can be turned into insights to improve customer propositions
• Engaging stakeholders to ensure customer feedback is reviewed at the right level and acted upon• Closing the loop with dissatisfied customers through pro-active outreach
• Is NPS really the right measure of customer experience? What other options are there that suit your business needs and capture the right feedback?
• Complaints, compliments, suggestions: with so many voices and opinions, prove you care by demonstrating you are listening to every interaction
• Harness feedback from the most effective survey methods for satisfaction, loyalty and retention decisions that fully reflect the voice of the customer
Get To Know Your Customer Behind The Data With New Satisfaction Measurement Strategies That Capture The Customer Voice To Inform Business Decisions
12.20
Customer Voice & Feedback
Vinay Parmar, UK Customer & Digital Experience Director
National Express Ltd
Bonus Session Reserved For Exclusive Partner12.05
Lunch & Informal Networking For Speakers, Delegates & Partners12.40
Informal Breakout Discussions13.10
Claire Charlton, Head of Customer & Conduct
Admiral Group Plc
Complaints Resolution A)
Patricia Sanchez-Diaz, Customer Experience Lead, Senior Manager
Centrica
CX Emotions Management Framework B)
PersonalisationC) Retention & Loyalty D)
Culture Change E) Managing Social Media F)
B2B Customer ExperienceG)
Cross-Sector Customer Experience Leaders Share Fresh Insights & New Strategies To Meet Rising Customer Expectations, Drive Customer-Centric Cultures, Leverage New Technology & AI & Unlock Customer Feedback & Insight For Seamless Multi-Channel Journeys & Meaningful Customer Experiences That Deliver True Value & Commercial Results28
Co-Chair’s
Remarks
The Essentials
Advanced
The Essentials10.00
ActionData
CaseStudy
Separately- Bookable, Post-Conference Workshop Day 26th February, Central London
Winning Employee Engagement For Exceptional Customer Experience
Peer-To-Peer
P lus! Don’t Miss
Happy Employees = Happy Customers!
Customer-Centric Internal Cultures • Customer Journeys • Insight-Led Decision Making • Customer Voice & Feedback • Customer Expectations • Measuring ROI • New Technology & AI • Digitalisation • Multi-Channel Integration • Customer-Led Service Design
Afternoon Co-Chairs’ Opening Remarks13.40James Scutt, Head of Customer Experience
Post Office LtdRebecca Hanson, Head of Customer Experience
M&S Bank
Tap Into The Latest Consumer Trends, Expectations & Behaviours For Memorable & Meaningful Experiences That Meet Rising Wants & Needs
13.50
Customer Expectations P ANEL
Sandra Fazackerley, Director of Customer Experience
O2 (Telefónica UK)
Ula Robinson, Consumer Experience Manager UK&I
Philips
• Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want – today!
• With the current social and economic climate, how are others keeping up with changing demands and responsibilities to create a positive brand reputation?
• Personalisation, plastic-free, social media: effectively leverage the latest trends for ultimate customer engagement both online and offline
James Elliott, Head of Operational Excellence
Bupa GlobalRichard McCarthy, Head of Customer Service & Experience
Charities Aid FoundationJulia Beresford, Head of Customer Services, Digital & Technology
Ministry of Justice
Nicola Langley, Customer Experience Manager
Volvo Car UK
Lynzi Harrison. Customer Experience Director
LVFS
• Gain leadership buy-in with the right measurement techniques to prove the true value of great customer and brand experience
• Effectively measure return on marketing effectiveness to drive audience engagement
• Act on feedback, data and insight to build a true picture of your customer experience and its genuine impact across the business
Prove The ROI & Bottom-Line Impact Of Excellent Customer Experience For Continued Leadership Backing
14.20
Measuring ROI
Catherine Blizzard, Director of Marketing & Audiences
BBC World Service
Bonus Session Reserved For Exclusive Partner14.40
Realistically Harness The Latest Technology & AI Advances To Improve Your Customer Experience Strategy & Future Operations
15.10
New Technology & AI
Nadia Ness, Head of Migration & Customer Readiness
Three.
• Create meaningful change by implementing the right technology: what are the newest tools and tech available and how can you practically integrate them into existing operations?
• Personalise new AI tools across social media, chatbots and voice tech to ensure you don’t lose the human touch when automating processes
• How does AI actually affect customer experience? Prove its impact on the bottom line for leadership buy-in
Kirsty Macdonald, Head of Customer Experience
Bloom & WildJames Brindley-Raynes, Global Product Manager Staff Digitisation
HSBC
Afternoon Refreshment Break With Informal Networking15.40
Pete Evia-Rhodes, Director of Customer Value
The Times & The Sunday Times
How have Sky Betting & Gaming implemented a new chatbot in a 200 seat Customer Experience Centre? From business case to integration, hear the impact of the chatbot on advisor experience, customer experience and average handle time, and, of course, their lessons learnt!
16.30
Chatbot Implementation
Sarah Simpson, Customer Experience Director
Sky Betting & Gaming
Multi-Channel Integration
• Create a holistic service with consistent messages across contact channels for increased customer engagement in all interactions
• Don’t lose sight of face-to-face! With various demographics of customer still valuing the personal touch, how can you balance different channels for the optimum multi-channel mix?
• Tap into multiple channels across contact centres, social media and in-store to build a holistic view of your CX - and seek opportunities to improve it
Effectively Join Multiple Touchpoints Together With Holistic Channel Strategies To Create Seamless Experiences Across All Customer Journeys
16.50
Emilie Mouquot, Customer & Growth Director
notonthehighstreet.com
Consistently Hit Customers’ Needs & Expectations With Accessible, Insight-Driven Service Design
17.10
Service Design
Claire O'Grady, Customer Experience Designer
Musgrave Retail Partners Ireland
• Not one size fits all! How to deliver great experiences for different customer types within the same store
• Ensure your design caters to everyone: understand what is really needed for accessible, inclusive customer service and experience
• How to use design thinking methodologies to deliver great customer experiences for all
Co-Chairs’ Closing Remarks & Official Close Of Conference 17.30
Customer-Focused
• Innovate your digital strategy whilst balancing the need for human interaction for seamless transitions from offline to online
• Manage the shift away from traditional channels and track digital customers online to reap the benefits these newer channels bring
• How can you bring customers on board with your future digital journey without shoehorning them into a channel migration they don’t want?
Jump On The Channel Shift To Digital Whilst Retaining The All-Important Personal Touch For Exceptional Digital Journeys
16.10
Digitalisation
Sky Be�ng & Gaming logo
Co-Chair’s
Remarks
Q&A
Q&A
CaseStudy
P ANEL
5 Easy Ways To RegisterOnline @ www.thecustomerconference.com Phone +44 (0) 20 3479 2299
Fax this booking form to +44 (0) 20 7117 1777
Post this booking form to Global Insight Conferences, 5-11 Lavington Street, London, SE1 0NZ
Email [email protected]
Group Discounts: 4 delegates for the price of 3. Or send 3 and get your third place half price! (This applies to inhouse practitioners only, not agencies and suppliers, and cannot be used in conjunction with any other discounts, including earlybird offers).
• Speaker notes available to download one week after the conference, subject to speaker disclosure. • Only one discount can be used per registration. • Please note VAT will be charged at 20% and all registrations are subject to a 3% booking fee.
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SOLD SOLD
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Can You Help Brands Grow & Retain Their Customer Base With
Exceptional Customer Experiences?
For more information on how to get involved, please call
+44 (0)20 3479 2299 or email [email protected]
Book An Exhibition Stand & 2 Delegate Passes Before
17th October For Only £2,099
SAVE £700
Bank Transfer Bank transfer details will be provided in your invoice. (UK VAT is chargeable for all attending companies, regardless of country of origin.
All bank transfer charges must be carried by the company sending payment).
Cheque EnclosedPlease make cheques payable to Global Insight Conferences Ltd
Invoice PO Number:Please include your PO Number if applicable, otherwise this may delay your booking.
PAYMENT OPTIONS: Please choose one of the payment options below:
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REGISTRATION FORM
ATTENDEE DETAILS:
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Brochure Code:
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(Brochure code, email, advert etc)
Accounts Department:
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Please complete in capitals. Photocopy for multiple bookings.
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Organised By:
Programme Alterations: Conferences are organised many months in advance of the conference itself and sometimes we may need to make substitutions, alterations or cancellations of the speakers and/or topics. Whilst we make every effort to find a direct replacement if a speaker cancels, sometimes this is not always possible within the timeframes we are given. Any substitutions or alterations will be regularly updated on the conference website.
Book Before 17th October & Save £150 @www.thecustomerconference.com
TERMS & CONDITIONS
Inhouse/Brand £469 + VAT £619 + VAT
Price Book Before 17th October Standard Price
Save £150
One-Day Conference Only
Agency/ Supplier/All Other Companies Rate £749 + VAT £899 + VATSave
£150
£829 + VAT £1,019 + VATSave £239
Customer Experience Conference PLUS Employee Engagement For CX Workshop Day
£1,309 + VAT £1,499 + VATSave £239
£349 + VAT £449 + VATSave £100
Employee Engagement For CX Workshop Day Only
£549 + VAT £649 + VATSave £100
Both Days: CX Conference PLUS Employee Engagement For
Customer Experience Workshop£3,599 + VAT £4,498 + VATSave
£999
Exhibition Stand Packages + 2 Delegate Places
£2,099 + VAT £2,799 + VATSave £700
£1,599 + VAT £1,799 + VATSave £200
Inhouse/Brand
Agency/ Supplier/All Other Companies Rate
Inhouse/Brand
Agency/ Supplier/All Other Companies Rate
Save £49
Save £49
Customer Experience Conference Only: 25th February
Employee Engagement For Customer Experience Workshop
Day Only: 26th February
4For3
Save £100
A One-Day Industry-Led Conference & Networking Event, 25th February 2020, One Whitehall Place, Central LondonA Separately-Bookable, Employee Engagement For Customer Experience Workshop Day, 26th February 2020, Central London
Payment Procedure: Payment is due on submission of your booking and all registrations are subject to a 3% booking fee. All orders placed on our online booking pages, by email, on the brochure’s booking form or over the telephone will all be followed up with an official booking confirmation email. All such orders are legally-binding and carry a 100% liability immediately after receipt of order. Full payment is a requirement of entry into the event and you will be asked to guarantee your payment with a credit card to enter the conference rooms if you have not paid before the date of the conference. Should you fail to pay an invoice or do not attend the conference, you still remain liable for the sums due. Global Insight Conferences Ltd reserves the right to decline any booking and make any alteration to the speaker panel, programme, date and venue. Global Insight Conferences accepts no liability for the content of presentations or papers. UK VAT is still chargeable on foreign companies attending conferences in the UK and must be paid at the prevailing rate on UK events. All bank and transfer fees must be covered by the company attending the conference. Please note that all calls are recorded for training and monitoring purposes. Cancellation Process: Cancellations received in writing on or after 40 working days before the conference date cannot be refunded and full payment is still due, although a replacement delegate will always be welcome. This is due to the way in which we are charged by our suppliers as during this final month, the costs have already been incurred by the organisers. Cancellations received in writing at least 40 working days before the conference date will receive a full refund, minus an administration charge of £149 +VAT. If payment has not yet been made and cancellations are received in writing at least 40 working days before the conference date, the £149 +VAT administration charge is still due. GIC will not offer refunds to delegates should this event be cancelled, rescheduled or postponed due to a fortuitous event, Act of God/force majeure, unforeseen occurrence or any other event that makes this conference impracticable, illegal or impossible. This includes but is not limited to: war, terrorist al ert, civil commotion, fire, strike, extreme weather or other emergency. Please note all exhibitors, sponsors and event partners should refer to their signed contract for more information on their specific terms and conditions. Date & Venue: One Whitehall Place, London on the 25th February 2020 and Central London on the 26th February 2020. Please note that accommodation and transport fees are not included in the registration fee. Global Insight Conferences Ltd cannot reimburse any travel, accommodation or other expenses under any circumstances. Special Dietary, Access Or Speciality Requirements: We make every effort to ensure that all delegates are able to participate fully, but please do let us know if you have any ac cess, dietary (other than vegetarian) or any other particular requirements. Speaker & Programme Changes: Sometimes speakers are unable to attend for personal or business reasons and whilst we make every effort to find a direct replacement, occasionally this is not possible within the timeframes we are given. GIC reserves the right to alter or modify the advertised speakers and/or topics if necessary. Any substitutions or alterations will be regularly updated at www.thecustomerconference.com Data Protection: The delegate names, organisations and occasionally job titles will be shared with other attendees of the event for the purpose of facilitating networking only. Should you not wish your information to be shared in this way, please email: [email protected] or write to Data Protection Officer, Global Insight Conferences, 5 -11 Lavington Street, London, SE1 0NZ. When you register for the conference, GIC will provide you with information relating to your booking and other GIC related products or services via email, direct mail, fax or telephone. Should you wish to discontinue this service at any time please write to the Marketing Director at the address above or email or please email [email protected]. Admittance: We reserve the right to eject you without any prior notice or refund if your behaviour is disruptive, offensive, dangerous or illegal. Distribution of unauthorised materials and audio/visual recordings are not allowed without prior consent. GIC is not liable for damage to or loss of personal belongings at the conference venue and accepts no liability for the content of the papers and presentations given. Please note that photographs, video and audio footage, which may include speakers and delegates, may be taken at the event and used in future marketing material.