marketing is playing an increasingly pivotal role in … · 2019-06-17 · marketing is playing an...

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CX Marketing Summit 2018 is organised by Engage Business Media LtdJoin EngageCxMarketing.com (free membership) and receive Latest News and Features, Weekly Newsletter,Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Steve HurstEditorial Director

[email protected]: 01932 506 304

Nick RustSales Director


Katie DonaldsonSenior Marketing Executive


James CotteeSenior Sponsorship Sales


James MajorSponsorship Sales


Alex WebbSponsorship Sales


Kimberly BishopSponsorship Sales


Dan SkinnerMembership Sales


Dan KeenMembership Sales


Hannah MuleaMarketing Executive


Sabrina ClarkeFinance Department


A warm welcome to our first CX Marketing Summit,which follows on from the success of our flagshipCustomer Engagement Summit, now in its seventh year,and firmly established as Europe’s premier customerengagement conference. Our aim is to develop thisSummit into the same market leading position.

Research shows that the marketing function is playing an increasingly important role in the CX asadvances in technology enable greater customer understanding and insight, allowingorganisations to tailor their strategies to ever more demanding and proactive customers.

Our case study driven CPD accredited Summit will examine in detail the key issues, challengesand opportunities facing the marketing community against this background of these newtechnologies – from Advanced Analytics and Biometrics through to Virtual and AugmentedReality, Robotics and Artificial Intelligence.

These constantly evolving technologies are allowing organisations to take an increasingly holisticview of their customers across the enterprise while at the same time facilitating the delivery ofpersonalised offerings and co-creation opportunities to further enhance the CX.

Delegates attending today will learn about the CX strategies of brands as diverse as SecretEscapes, 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 tenweeks from today’s Summit on May 25.

The CX Marketing Summit will feature the latest networking and engagement technologiesdesigned to allow delegates to go back to their organisations armed with all the tools, strategiesand techniques they need to deliver successful CX strategies over the long term for sustainablecompetitive advantage. Have a great day

Steve Hurst, Editorial Director

THE TEAM

WELCOME

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HALL 1• CX Analytics For Marketing 20• The Multichannel Customer Journey Part One 21• CX Strategy & Innovation 24• Customer And Employee Experience Across The Enterprise 25• The Multichannel Customer Journey Part Two 26

PLENARY• The Role of Marketing in the CX 18• GDPR Fake News Live: Separating the Facts From the Fiction 18• Loyalty Deciphered: How Emotions Drive Genuine Engagement 19• Market Segmentation: The Bedrock of Profitable Customer Experience 19

HALL 2FEATURE

HALL 2• Digital Transformation 28• Artificial Intelligence, IoT and Robotics 29• Voice of the Customer 32• Customer Loyalty and Personalisation 33• Customer Data & Intelligence Including GDPR 36

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publisherscannot be held liable for errors and omissions.

©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored ina retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise,without prior consent in writing to the publisher.

CONTENTS

3

Platinum Sponsor Profiles 45

Gold Sponsor Profiles 47

Notes 48

Focus Groups 37

FEATURELoyalty deciphered – HOW EMOTIONS DRIVE CUSTOMER ENGAGEMENT 38-41

Visitor Information 4

Speakers 6-8

Sponsors 9

What’s On 11

Agenda Summary 12-13

Floorplans 15 & 17

PLENARY

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

Cloakroom:There are free cloakrooms available fordelegates. These are located on Lower Level 2.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network. No password is required.

Join the Conversation:@EbmCxMarketing #EngageSummits

First Aid:Please visit the registration desk on LowerLevel 2 should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:The Victoria Park Plaza hotel features allthe services and amenities expected of topcentral London hotels. Guests enjoy afitness centre, 24-hour room service,baggage storage, foreign currencyexchange and an array of other first-classservices.

Travel:The venue is situated within walkingdistance of Victoria train, coach, bus andUnderground stations.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 2throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary Beer/Glass of Wineis provided.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party

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BETTER

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Claire SportonConfirmit

Stephanie LeeP C Henderson

Sue StonemanNKD

Guy JohnsonMarks & Spencer

Dylan BourguignonSo-Sure

Jeremy NicholsonAllen Brothers

Wally BrillGoogle Adecco

Gerry BrownIDC

Rachel CarrellKoru Kids

SPEAKERS

6

Rumyana MitevaSecret Escapes

Malcolm McDonaldCranfield University School

of Management

Giuseppe CaltabianoScorch Agency

SPEAKERS

7

Gagandeep GadriCapgemini Consulting

Anna WilcoxBupa

Manuela PifaniKingfisher

Denise LawThe Economist

Machaela ShepherdBupa

Adam JeacockSmith & Ouzman

Michel KochAMK Digital

Cameron WorthSharpEnd: The Agency

of Things

Chris HallNetwork Research

Andy PeartArtificial Solutions

Jonathan ArmstrongCordery

Nick WorthSelligent Marketing Cloud

SPEAKERS

8

Nyasha PittAnchorCert

Steve Kato-SpyrouJohn Lewis

Julian PoulterGartner

Darren GeorgeSamsung

Rob JanesThunderhead

Rachel LaneMedallia

Chris InsallVirgin Holidays

Darrell MurphySt Giles Hotel Group

Ranjan HasanArtificial Solutions

Frank Burnett-AlleyneArtificial Solutions

Gustavo ImhofHermes

Jamie ThorpeKantar TNS

SPONSORS

9

PLATINUM SPONSORS

GOLD SPONSORS

THANK YOU TO OUR SPONSORS

BRONZE SPONSOR

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Learn more at http://bit.ly/CXmarketingor call us at +44 020 3053 9333© 2018 Confirmit. All rights reserved.Other marks referenced herein are the property of their respective owners.

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WHAT’S ON

11

HALL 1

PLENARY KEYNOTES

17:30 Drinks & Networking

16:00 Coffee & Networking Break

13:00 Lunch

10:55 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

AGENDASUMMARY

12

CX ANALYTICS FOR MARKETING11:00 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 ONE12:00 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

CX STRATEGY & INNOVATION14:00 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 ENTERPRISE15:00 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

THE MULTICHANNEL CUSTOMER JOURNEY PART TWO16:30 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

09:00 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting

09:05 The Role of Marketing in the CXJulian Poulter, Research Director, Gartner

09:25 GDPR Fake News Live: Separating the Facts fromthe FictionJonathan Armstrong, Partner, Cordery Compliance

09:45 Loyalty Deciphered: How Emotions Drive Genuine EngagementGagandeep Gadri, Vice President, Capgemini Consulting

HALL 2

17:30 Drinks & Networking

16:00 Coffee & Networking Break

13:00 Lunch

10:55 Chair’s Introduction: Helen Wilson, Chief Marketing and Communications Officer, IPSOS Loyalty

DIGITAL TRANSFORMATION11:00 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 ROBOTICS12:00 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

VOICE OF THE CUSTOMER14:00 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

CUSTOMER LOYALTY AND PERSONALISATION15:00 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

CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR16:30 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

AGENDASUMMARY

13

11:00 - Putting Conversational AI at The Heart of Your12:00 Digital Transformation Journey Ranjan Hasan, Artificial Solutions

14:00 - Delivering Frictionless Customer Engagement15:00 with Conversational AI Frank Burnett-Alleyne, Artificial Solutions

FOCUS GROUPS10:05 Market Segmentation: The Bedrock of Profitable Customer ExperienceMalcolm McDonald, Professor of Marketing, Cranfield University School of Management

10:25 Coffee and Networking

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

Navigating and activating the CX moments that matter ...and avoiding those that don’t

For further information please email the team at [email protected]

Lower Level 2

FLOORPLAN

15

HALL 1• CX ANALYTICS FOR MARKETING

• THE MULTICHANNEL CUSTOMER JOURNEY PART ONE

• CX STRATEGY & INNOVATION

• CUSTOMER & 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 ANDPERSONALISATION

• CUSTOMER DATA & INTELLIGENCEINCLUDING GDPR

5

Stage

Catering

Registration

To Lifts

Stairs toReception

9

2

4

3

6

1

10

Stage

HALL 1

HALL 2

11:00 - Putting Conversational AI at The Heart of Your12:00 Digital Transformation Journey Ranjan Hasan, Artificial Solutions

14:00 - Delivering Frictionless Customer Engagement15:00 with Conversational AI Frank Burnett-Alleyne, Artificial Solutions

FOCUS GROUPS

FOCUS GROUPS

Successful CX acrossbillions of human

moments and millionsof 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.

17

FLOORPLAN

Expo Hall & Refreshments

5

Catering

9

6

2

3

4

1

10

Contact: Frank Burnett-AlleyneT: +44 (0)1635 523267W: www.artificial-solutions.com

Contact: T: +44 (0)20 3053 9333 W: www.confirmit.com

Contact:E: [email protected]: 0207 6805100W: www.networkresearch.co.uk

Contact: Nab KalsiE: [email protected]: +44 (0) 203 4700 230W: www.nkd.co.uk

Contact:E: [email protected]: +44 (0) 208 004 6051W: www.selligent.com

Contact: Simon NeveE: [email protected]: wizu.com

Contact:W: www.thunderhead.com

Contact:E: [email protected]: +44 203 6805 750W: www.medallia.com/digital

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CONFERENCEPROGRAMME PLENARY

The Role of Marketing in the CXJulian 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 benefitsthat could result and what are some of the challenges facing them?

Julian’s keynote is based on recent research by Gartner surveying CMOs and other senior leaders aboutcustomer experience.

A sales and marketing professional with 30+ years of experience in IT sales & marketing, management andconsulting. Extensive knowledge and experience of enterprise software sales in many sectors including businessintelligence, data warehousing, CRM, content marketing and marketing automation. Involved in helping many start-ups and lean businesses get going in the UK.

GDPR Fake News Live: Separating the Facts from the FictionJonathan Armstrong, Partner, Cordery

GDPR is today’s hot topic. But among the facts there is plenty of GDPR fiction. GDPR fake news is sweepingthe nation. In this talk Jonathan will continue the fight against a modern evil putting the sword to some of themost common items of GDPR fake news.

Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, hispractice 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 tobeing a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences onthese issues in the USA, Brazil, China, Vietnam, Singapore and across Europe. Jonathan has counselled a range ofclients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising onthe introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after theSchrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPRNavigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals toassess their customer engagement strategy post-GDPR.

Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 andhas focused on technology, risk and governance matters for more than 20 years.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

09:00-09:05

09:05-09:25

09:25-09:45

PLEN

ARY

19

CONFERENCEPROGRAMMEPLENARY

Loyalty Deciphered: How Emotions Drive Genuine EngagementGagandeep Gadri, Vice President, Capgemini Consulting

Did you know that 70% of consumers with high emotional engagement are willing to spend up to two times ormore on brands they are loyal to? Are your customers as loyal as you think they are? What do consumers reallywant from a brand? In this presentation, Gagandeep will explore what loyalty means today, how emotionsdrive 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 organisationsto improve their customer experience through implementing analytics, improved customer service, compellingloyalty and marketing solutions driving higher sales and better service to customers.

Market Segmentation: The Bedrock of Profitable Customer ExperienceMalcolm 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 ofLBS 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, giventhat in any market there will always be at least ten needs‐based segments exhibiting different attitudes andbehaviours.

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 beenshown to lead to long term profitability and will set this firmly within the context of the overall conferencetheme. In particular, this keynote will spell out a process for linking customer experience strategies to salesand profit growth.

Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School ofManagement, with special responsibility for E-Business. He is a graduate in English Language and Literature fromOxford University, in Business Studies from Bradford University Management Centre, and has a PhD fromCranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University ofEconomics in Moscow. He has extensive industrial experience, including a number of years as Marketing and SalesDirector 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, suchas IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEANand 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 ofmarketing expenditure and global best practice key account management. He is an Emeritus Professor at Cranfieldand a Visiting Professor at Henley, Warwick, Aston and Bradford Business Schools. In 2006 he was listed in theUK’s Top Ten Business Consultants by the Times.

Coffee and Networking

09:45-10:05

10:25-10:55

10:05-10:25

PLENARY

CX ANALYTICS FOR MARKETING

Secret Escapes Case Study: Digital Advertising in the Machine AgeRumyana Miteva, Head of Search, Secret Escapes

Today’s empowered consumers are more demanding and impatient than ever before, and expect assistiveexperiences. Learn how machine learning is enabling travel businesses such as Secret Escapes to meet thoseexpectations, while saving time and improving performance.

As Head of Search at Secret Escapes, Rumyana has a deep understanding of the current Paid and Organic searchecosystem. With over 8 years of experience in Digital Marketing she has worked for various brands and managed aportfolio of over a billion keywords. She decided to pursue a career in Performance Marketing because it isconstantly evolving, which makes it equally appealing and challenging. Rumyana is a regular conference speakerand a judge at the UK Biddable Awards.

Disruption, Destruction or Indifference?Chris Hall, Commercial Director, Network Research

Disruptor brands are driving innovation in technology and customer value across various sectors. Newresearch from Network Research shares a new segmentation model that demonstrates that no brand, sector orbusiness 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 adisruptor brand.

Chris has over 20 years research experience in senior roles within agencies and clients. He’s worked across varioussectors, ranging from media and advertising, to retail and hospitality to financial services and healthcare. AtNetwork Research, Chris heads up a team of professionals who work with client partners to improve customerloyalty and profitability by measuring and improving the customer experience. With the ever increasing focus onlistening to customers and acting on feedback, Chris and his team work with brands such as TSB, Molson Coors andAllianz to deliver insights that make a real difference to business performance. Chris will be revealing newlypublished research on the appeal of Disrupter brands and the threat or opportunities this presents to moreestablished brands. Chris is a “Nonchalant Disrupter”. Attend his session to find out how disruptive he is!

Martin is a leading customer engagement and digital business strategist and also an author and internationalkeynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses andtransformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low effort customer experience, social customer service and customer hubs. All themedaround service innovation.

Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier ofinternal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.

CHAIR’S INTRODUCTION:Martin Hill-Wilson, Founder, Brainfood Consulting

10:55-11:00

11:00-11:20

11:20-11:40

HALL

1

CONFERENCEPROGRAMME

20

HALL 1

Is Marketing Adopting a CX Orientation? IDC Market Research withEuropean Marketers Reveals Surprising TruthsGerry Brown, Research Director, IDC

Marketing Departments traditionally have a branding, lead generation and conversion culture. Marketing’sswitch towards a more nurturing service‐driven CX orientation is much discussed, but what is the promise ofCX? And is this pivot happening in practice? If so, how quickly? Attend this session to benchmark yourmarketing operations’ sharing of CX data and digital tools with Sales and Service, CX measurement, digitaltransformation and more.

Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications andservices. His research coverage for IDC includes enterprise collaboration, digital transformation, customerexperience, customer communications and cross-channel engagement. Previously Gerry was a senior analyst forOvum, where he specialised in digital marketing technologies, and at Bloor Research where he focused onanalytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s CharteredInstitute of Marketing (CIM) on its Masters-level course in strategic marketing management. Earlier in his careerGerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agenciesadvising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and aBA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown

THE MULTICHANNEL CUSTOMER JOURNEY

Virgin Holidays Case Study: Helping Customers to Seize the HolidayChris Insall, Customer Communications Manager, Virgin Holidays

Understand how Virgin Holidays in 2016 began the journey to transform the experience that their customersreceived post purchase and the challenges raised when looking to implement this. Learn how Virgin Holidaysdeveloped a customer centric programme designed to increase anticipation whilst also decreasing anxiety…allwith that famous Virgin twist.

Chris is the Customer Communications Manager at Virgin Holidays with a strong background in customerexperience gained across the publishing and package holiday industries. With over 10 years’ experience in EmailMarketing, Analytics, and Customer Relationship Management, Chris is passionate about enhancing the customerexperience and has most recently led the overhaul of the Virgin Holidays Pre Departure customer journey.

11:40-12:00

12:00-12:20

CONFERENCEPROGRAMME

21

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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, itseemed like marketing would get easier, not harder. Hear from Nick Worth, CMO, Selligent Marketing Cloudon why the progress we’ve made has fallen short of consumer expectations and what marketers can do aboutit. 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 ayear later. In this position, he architects global go-to-market activities. Nick began his career in market research andthen moved to a global management consultancy, where he specialised in B2B marketing. Forsaking massivePowerPoint decks for entrepreneurship, Nick’s next role was as a founder and President of Schematic, aninteractive agency that grew from three people in a Santa Monica coffee shop to $100mm leader in digitalmarketing and multi-platform services design during his tenure. Schematic was acquired by WPP in 2007, and wasthe largest agency merged into POSSIBLE, WPP’s flagship digital agency.

Bupa Case Study: Getting the Experience Right, by DesignAnna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer ExperienceSenior Manager, Bupa

Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeingneeds. But how can thousands of employees deliver consistently the Bupa brand promise without a compellingvision of what, from the customers’ viewpoint, great looks like? Great customer experiences are designed closeto the customer, with customers, and with colleagues who are close to customers. Anna and Machaela haverecently worked with over 150 customers and employees to co‐create the target experience for the treatmentand renewals journeys. They will walk through a simple, practical, step by step guide of how to “get theexperience right by design”.

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from themotor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initiallymanaging the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to theBupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics andDental Centres. Despite her passion for marketing, she found she really wanted to make a difference for thecustomer.

So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newlyformed customer experience team within Bupa. This role really lends itself to her first love – which is to lead andinspire 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 BupaMachaela initially worked within the SME sales channel, but in 2010 she turned her attention to Corporate saleswhere she successful led a department with a portfolio of 980 clients and a net worth of 95 million. In 2017Machaela’s passion for the customer led her to take on a new challenge and move into the newly formed customerexperience team at Bupa. Machaela now uses her expertise with B2B clients and intermediaries to improve theBupa experience for these key customers.

Lunch and Networking

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CX STRATEGY & INNOVATION

Koru Kids Case Study: Childcare – The Last Frontier of Service DesignRachel Carrell, CEO, Koru Kids

Within product marketing in recent years there’s been a real emphasis on digital product, especially apps. Thiscan sometimes be over‐generalised so that there’s an assumption that the answer to everything is an app, andthat an app solves all market needs. But is an app really the most important element of a product roadmap? Inchildcare, the market is so broken and inefficient that a digital solution is insufficient to give customers whatthey want. We’ve had to shift from a ‘product design’ mentality to a ‘service design’ mentality. This hasn’talways been easy – our investors, employees and service providers have had to shift with us. However ourgrowth and success has all come from making this mindset change.

I am the CEO of KoruKids, building the world’s best childcare service. Previously I was CEO of DrThom, ahealthcare company which I grew to 1.3 million paying users in 3 countries.

Winning in the Age of ExperienceJamie 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 thegap between their brand promise and the experience they actually deliver to their customers. In this sessionKantar TNS will talk through trends in CX and a unique new approach to brand promise & customerexperience 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 withthem to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing needfor brands to be connected with customers and very aware of the customer realisation of their own value. Theseelements, when blended with the technologically advanced world in which we now live and the fickle, impatientcustomer of today, make the customer agenda more important than ever.

Technology and CX – Keeping it HumanDylan Bourguignon, CEO, So-Sure

Dylan will look at how CX should drive technology choices and the challenges of marketing technology to theconsumer.

Investor turned entrepreneur, Dylan was in strategy consulting and private equity before he left his job to rethinkinsurance for the consumers’ benefit. Frustrated by the insurance sector’s focus on profits rather than consumerneeds, Dylan launched so-sure to disrupt the stagnant insurance industry and provide customers with better andup to 80% cheaper insurance.

Dylan has an MBA from Harvard, and co-founded Growth 365 for Grant Thornton.

14:20-14:40

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CUSTOMER AND EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE

John Lewis Case Study: Using Service Design To Break DownBusiness SilosSteve Kato-Spyrou, UX Architect, John Lewis

My presentation will be about what service design is, where it can fit into organisations and the employee skillsets needed to execute service design to improve both employee engagement the cx. I will explore exactlywhy service design breaks down internal business silos across the enterprise, from a theoretical and practicalpoint 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 Iwill reveal all the pitfalls I have fallen into in my service design career, with specific focus on doing servicedesign 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 tocreate a consistent customer experience and drive production efficiencies. Steve’s current passion is creating waysto facilitate leadership level workshops, in order to push things forward and not just create circular debates.

Game Changing CX – Built from the Inside OutSue 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 theorganisation to understand it, own it, feel energised by it AND deliver it is a whole different ball game. Thattakes 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 matterfor their people and their customers.

In this session Sue Stoneman, CEO, NKD and Jamie Thorpe, Customer Experience Director, Kantar TNSoutline 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 improvementinitiatives in forward thinking, service orientated, global organisations. She has held Board and SVP positions inSales & Marketing, Customer Service and Human Resources in blue chip, global organisations including BritishAirways, RAC , Barclays Bank and Le Meridien Hotels. She combines a strong academic background with a provenability 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, brandinternalisation agency that designs bespoke brand engagement and customer experience initiatives for some of thelargest brands in the world.

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Panel Discussion

Steve Kato-Spyrou, UX Architect, John LewisManuela Pifani, Group Customer Experience Director, KingfisherSue Stoneman, CEO, NKD

Manuela Pifani is a multi-award winning executive business leader in Customer Experience and Strategy, with astrong track record of transforming CX for the large international organisations she has worked for during hercorporate career, which include Kingfisher, Direct Line Group, Royal Bank of Scotland and Barclays. Now workingunder her own brand, CXellence Consulting, Manuela focuses on helping other companies and CX leaders achievesuccess through customer experience excellence. Having walked in their shoes, Manuela understands thechallenges and issues CX leaders face and the ups and downs of that journey, as well as the value opportunities andsuccess factors. Leveraging this hands-on business-side experience and know-how, as well as tested CXframeworks and solutions, Manuela offers a broad range of CX services specifically tailored to the needs andpriorities of her clients – spanning from strategic consulting to tactical projects, from executive mentoring toengagements at corporate or public events.


THE MULTICHANNEL CUSTOMER JOURNEY PART TWO

The Economist Case Study: The Evolution of Product DevelopmentDenise 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 itsconsumer‐facing digital products. Learn how the 175‐year‐old publication is using customer research, rapidprototyping 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 TheEconomist aimed at accelerating the development of its website, apps and newsletters—with an eye towardsturbocharging subscriptions growth. She joined The Economist in 2015 to expand and manage its editorial socialmedia department. Under her leadership, The Economist’s social media following increased 25%, with traffic via third-party channels up by more than 50%. The team’s efforts have been regularly cited in trade press as a prime example ofhow social media can be used effectively to increase awareness, build engagement and help drive subscriptions.

Stop Thinking Channels and Start Thinking JourneysRob Janes, Sales Director, Thunderhead

Customers don’t think in channels businesses do. They don’t think about how they are communicating with abrand; they talk to them how, when and wherever they see fit. Yet many businesses continue to focus onoptimising specific channels, falling short of expectations because they focus on the needs of the brand, notthe needs of the customer. It’s reached a crisis point as brands are being disrupted by digital‐nativecompetitors and customer expectations explode across multiplying touchpoints. Sound familiar? Only bythinking beyond channels and using actionable journey insight can you start to truly engage with yourcustomers 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, Robengages closely with Brands helping them to digitally transform their business to achieve improved customersatisfaction, retention and acquisition.

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 AssayOffices, in either London, Birmingham, Sheffield or Edinburgh. These institutions, either created through anAct of Statute or Parliament, are steeped in history and heritage. 250 years on from its creation, theAnchorCert 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 diverseand 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 ofCommunications, Nyasha Pitt, as she discusses the challenges of changing perceptions to positively challengecustomer interactions, touch points and journeys across five operating divisions and two continents.

Nyasha is a creative, commercial marketer with more than two decades marketing communications and PRexperience, across diverse industries and sectors. She has worked both in agency and in-house supporting well-known B2B and B2C brands including the AnchorCert Group (including Assay Office Birmingham), WestonBeamor – The Creative Jewellery Group, The London Taxi Company (now LEVC), Butlins, National Express andEnglish 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 deliveringsocial media training on behalf of AnchorCert Academy, Nyasha also provides digital training to entrepreneurs asan Adviser Member of Enterprise Nation and gives motivational talks to those in higher education. Nyasha is aGirls’ Network mentor, Midlands Ambassador for the Women’s Jewellery Network and Vice-Chair at WarwickStudents Union.

Drinks and Networking Party

17:10-17:30

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DIGITAL TRANSFORMATION

Growing Through Self-DisruptionMichel Koch, Former CMO, TIME Inc UK

How can your business grow when your core business model is disrupted? Where to start when it comes toexploring new revenue streams, leveraging data and digital to hack growth and extend brand engagement andreach? In this session, Michel Koch, former CMO at TIME Inc UK, will illustrate with real‐life examples how abusiness can challenge their own norms and start exploring adjacent markets and create new, sustainablebusiness models whilst keeping your brand DNA intact.

Michel is an e-commerce and multichannel expert with 25 years’ experience in digital. After having played apioneering role as head of new media at Sony Music Europe in the early 90’s, he has fulfilled several seniorexecutive 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 joinMarks & Spencer to develop their cross-border sales and capabilities, and supported the omni-channel strategy ofleading electronics retailer Maplin Electronics as eCommerce Director. More recently, he led the company widemarketing transformation of media giant TIME Inc in the UK as interim CMO. As an interim eCommerce and digitalCMO, Michel works with private equity firms, investors and retail organisations willing to undertake « Digital » and«Omnichannel» transformation projects.

Medallia Case Studies: How Eurostar and Electrolux Transformed TheirBusiness with Digital Voice of CustomerRachel Lane, Digital Solutions Principal, Medallia

Join Rachel Lane to find out how Digital Voice of Customer can drive business results and really make animpact. Rachel will demonstrate how you can better understand your customers and guide you in prioritisinginvestments 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‐speedrailway service & Electrolux, a leading global appliance company. Find out how they leveraged a Digital VoCprogram to discover previously unknown information about online visitors, get a definitive breakdown of theironline personas, identify the different needs for different users and leverage this intel to optimise conversionrates 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 thelast 10 years Rachel has worked on large scale omnichannel CX programmes across major banks, telco’s andfinancial services, helping companies evolve their CX strategies across the organisation in order to achieve success.

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

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HALL 2CHAIR’S INTRODUCTION:Helen Wilson, Chief Marketing and Communications Officer, IPSOs Loyalty

11:40-12:00

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Smith & Ouzman Case Study: Digital Transformation – Why Hasn’t PaperBeen Killed off and What Does our Digital Future Look LikeAdam 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, carefullytyping my ideas into my laptop, my paper train ticket and paper passport beside it, and it got me thinkingabout Digital Transformation – why was the train ticket still paper? I had just read about the latest digitalchallenges, flat smart phone sales, poor ROI on social media spend, online advert blocking technology, GDPRand 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, healthrecords, 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 apaper 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 anddigital as competing formats, are we entering a phase where we need to make it as easy as possible to integrateour physical and digital worlds? What does this mean for digital transformation strategies? What are the currentchallenges 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 counterfeitprevention technology for passports and banknotes. A qualified lean six sigma practitioner and technical projectmanager, he now specialises in software solutions for the management and verification of secure and sensitivedocuments, 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 AssistantWally Brill, Senior Persona Designer, Google Adecco

With Alexa, Cortana, SIRI, and The Google Assistant becoming mainstream, enterprises around the world areunderstanding that voice‐first technology is a big opportunity for customer contact. But how will my brand berepresented? What does my brand sound like? I’ve been embroiled in the debate about how much personality istoo 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 whobelieve, as I do, that whatever the voice, people will create a clear picture of who they’re speaking with within acouple of seconds and that they’ll be more successful in their interactions if the system is highly conversationaland very natural. Given that we ascribe a variety of attributes to the voice we hear, we need to accept that thevoices 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 NuanceCommunications 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-foundedthe first VUI consultancy, VoicePartners, in 2002 to deliver speech recognition systems designed around userneeds and brand values. As Director of Global Self Service for eBay, he led a team on three continents assistingmillions of eBay members daily. And now as Senior Persona Designer for Adecco at Google, he helps bring thefuture of persona for AI “home”.

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The glittering 2018 Engage Awards ceremony, to be held on Monday November 12that the iconic Westminster Bridge Park Plaza, will once again run in tandem with EngageBusiness Media’s flagship Customer Engagement Summit, Europe’s premier customerand employee engagement conference.

MONDAY 12TH NOVEMBER 2018WESTMINSTER PARK PLAZA, LONDON

EngageAwards.co.uk

ENTRIESSUBMISSION CLOSE

MONDAY 16TH JULY 2018

FINALISTANNOUNCEMENT

MONDAY 17TH SEPTEMBER 2018

AWARDSCEREMONY

MONDAY 12TH NOVEMBER 2018

Using Conversational AI to Deliver the Ultimate ExperienceAndy Peart, Chief Marketing & Strategy Officer, Artificial Solutions

For too long, customer service has been relegated to a formulaic question‐and‐answer scenario that rarelyleaves the customer satisfied and often doesn’t solve the problem at hand. Conversational AI technology isabout to change this, allowing you to reimagine the engagement process, even in the most basic of customertransactions, and collect valuable data that can inform future interactions.

But building intelligent conversational applications isn’t easy. The subtle way we understand each otherregardless of how we express it, is extremely difficult to recreate artificially – but a fundamental buildingblock of AI.

This presentation looks at the problems in developing conversational applications including a lack of trainingdata, scarce developer resources and the complexities of multi‐lingual applications and looks at how severalglobal 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 thatpeople should be able to interact with technology intelligently, using their own voice, in their own terminology andacross whatever channel they choose. Using a form of AI called Natural Language Interaction (NLI), ArtificialSolutions allows people to talk to applications, websites and devices in a human like, intelligent and conversationalway. Its Teneo platform enables non-specialists to rapidly build and deploy enterprise strength, conversationalapplications and deliver customer insight and personalisation using conversational data. Andy has over 25 yearsmarketing experience within the IT and natural language industry, successfully helping build innovative, technologydriven 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 thehype and explores how IoT can re‐energise brands in new and innovative ways. SharpEnd works with some ofthe leading global brands including Pernod Ricard, Nestlé, Unilever and Estée Lauder.

Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined bothareas to start SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.

Lunch and Networking

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VOICE OF THE CUSTOMER

P C Henderson Case Study: Improving Customer Experience in aComplex MarketStephanie Lee, Marketing Manager, P C Henderson

Learn how a modern day manufacturer in a complex market overcame some major challenges in order totransform its digital marketing strategy with a customer centric approach. Faced with a broad set of targetmarkets and a multi‐layered product range with vast amounts of technical data, it was important that P CHenderson took on a strong inbound methodology approach. P C Henderson focused on the tools, resourcesand content needed in order to make customers lives easier and reduce difficulties faced in the buyingprocess. 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 onvideo content marketing.

Experienced marketing professional delivering online communications for a global manufacturer to both UK andinternational markets. Skilled in implementing a targeted approach to deliver marketing methods to effectivelyreach, engage and convert.

The Survey is Dead… A Survival Guide for CXClaire Sporton, SVP – CX Innovation, Confirmit

Everyone is sick of surveys – and for good reason. It’s hard to buy so much as a cup of coffee without receivinga survey about it, and customers just don’t believe you’re really listening. Honestly, are your surveys reallydriving change in your organisation? Exactly. CX teams need to look at the implications of this situation fortheir programmes. In this discussion, Claire Sporton, SVP CX Innovations at Confirmit will tackle this problemhead on. She’ll cover ways to identify sources of insight that don’t involve sending yet more surveys tocustomers, helping to overcome dwindling response rates. She will also look at the importance of textanalytics 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 survey2. Clear steps to ensure that your programme becomes a lean, mean change machine that triggers real business benefits3. 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 onensuring that Confirmit provides the technology and expertise that organisations need to build a truly customercentric culture, breaking down silos and empowering individuals to do the right thing for customers, internal teamsand of course, the bottom line. Claire has 20 years’ experience in working closely with organisations in listening tothe voice of their customers, employees and partners to drive business innovation and sustainable growth. She wasinstrumental in the development of Confirmit Voices, an engagement model which provides an end to endapproach to the Voice of the Customer.

With a background in Psychology and Systemic Management, Claire has specialised in the application of thesedisciplines within a business environment to drive a better understanding between organisations and theircustomers; drive process improvement; build customer centric cultures and fundamentally ensure sustainable longterm growth and profitability. Claire has 20 years’ experience in customer service and customer experiencedeveloping and implementing customer experience programmes within the financial services sector.

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Hermes Case Study: Harnessing The Real Power of Your VOCGustavo Imhof, Customer Experience Manager, Hermes

Businesses buy into VOC solutions to understand where they are with their Customer Experience. Howevermost programmes fail to hit the mark. Going beyond just the KPI you report to your stakeholders is key tomake the most of your programme and actually drive enhancements in your customer experience. Come andhear about some of the ways Hermes has been harnessing CX data to build momentum around CX by goingbeyond just monthly reporting and scores to functional leaders.

I specialise business transformation and growth through a customer experience-driven agenda, supportingoperational enhancements driven by customer feedback and experience design. I harness in my function skillsgained 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 Speakingand 1.5% for Market Research. (Klout, January 2nd 2018).

CUSTOMER LOYALTY AND PERSONALISATION

Allen Brothers Case Study: Embrace Obstacles, Gild Your LilyJeremy Nicholson, Digital Marketing Specialist, Allen Brothers

Digital marketing is particularly suited to iterative development in pursuit of marginal gains. However, there isa tendency to channel activity along linear, tech driven paths. It is easy to allow culture to override industryknowledge. Good marketing makes it easier for customers to buy, without the cost of overreaching marketexpectations and offering solutions no‐one has asked for. Sometimes industry knowledge sets what appear tobe barriers, but can become, in effect, a framework of lessons learned, which can be used to inform thedevelopment of an appropriate strategy and its tactical implementation. Recognising how to challengeobstacles and decide what should and should not be hard limits, then using those you decide to keep requirescreativity, fed by measurement and analysis. In his presentation, Jeremy Nicholson gives a real world casestudy of how a perceived obstacle was turned into a strategic benefit driving growth and profitability.

35 years in Sales, Marketing, Advertising, Account Management and Business Development. Specialist inDigitalMarketing, delivering ROI.

How Psychology Can Improve Design and Content MarketingGiuseppe Caltabiano, Chief Strategist, Scorch Agency

This session explores how to apply principles of psychology to design and content marketing and maximisevisitors’ attention. Why do content hub visitors behave the way they do? What can drive readers’ behaviourand facilitate content consumption? And what does it look like to design a content hub without consideringusers’ 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 andhow to apply them while you design your site, app or content hub. As a marketer or web designer, you want tounderstand psychological principles whether you work on an existing site to make it more intuitive or build adigital experience aligned with how users take decisions.

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Our exclusive Engage Focus groups allow senior individuals working in customer and employee engagement tocome 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 amarket leader whilst providing powerful insights into the key issues within the enterprise.

The Focus Groups are a series or 90 minute roundtable sessions providing the perfect platform to shareknowledge, collaborate and solve industry issues with Chatham house rules. In addition to the sessions there areseveral networking opportunities with over 110 of your peers.

1 DAY EVENT • 11 SYNDICATE ROOMS • 33 ROUNDTABLE SESSIONS • 110+ SENIOR CUSTOMER PROFESSIONALS

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1. Customer Engagement Transformation2. Linking Voice of The Employee and Voice of The Customer3. CX Strategies for The Customer Journey4. Evolution of Voice of The Customer

5. Innovative and Disruptive Strategies in CX6. Customer Data Security & Privacy7. Artificial Intelligence & Robotics8. Customer Engagement in Retail9. Engaging with The Digital Customer10. Future of The Contact Centre11. The Evolution of CX Service Design

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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 amongthe 2017 Top 25 Masters of Multichannel Marketing and was voted as one of 2016’s most influential EuropeanB2B 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 digitalmarketing strategies, including Schneider Electric, Cisco, Generali, Virgin Media, Capgemini, Motability, Du andmany 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.

St Giles Hotel Group Case Study: Customer Engagement ThroughEmployee Choice, Delivering The St Giles ExperienceDarrell 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 morepersonal, family type vibe which has grown to become one of our unique selling points. We are aware of ourfaults, yet our customers return time and time again, bringing friends and family with them. Family becomesour key word – all our guests, whatever the reason they choose to stay with us, are members of a family andwhen they stay at St Giles, they want this to be their home from home. They become a part of the St GilesFamily, 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 weengage 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 itsrespective guests. By encouraging staff to be the very best version of themselves every day, it is they whoinspire our guests creating memories that last far beyond check out.

We are a part of community, local, national and global and we impact upon people’s lives every day. Whetherthat be through our Hotels with Heart initiative or through extending breakfast hours when the clocks goforward – we aim to have a positive effect. Sometimes we don’t get it right, but we have the integrity to holdour hands up, apologise and take the right action. We don’t want our guests to ‘stay at St Giles’, we want themto have a ‘St Giles Experience’. That is what my presentation is about today.

Life and career coaching, personal growth and development, training and workshops.


CONFERENCEPROGRAMME

35

HALL 2HALL 2

16:00-16:30

15:40-16:00

CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR

Marks & Spencer Case Study: Will the General Data Protection RegulationEnable 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 andcolleagues. The success of these relationships are predicated on trust by the individual that the business willuse their data responsibly. The presentation explores if GDPR provides a useful framework for retailers tobuild 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 andGlobal Programmes which drive commercial value. Combines strong leadership with solid interpersonal skills and acustomer focus. As a strategic thinker works across both the Business and IT domains to identify where informationand 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.

Samsung Case Study: The Era of the Omnipresent ExperienceDarren George, European CX Insight Manager, Samsung

In today’s omnichannel world, consumers have an almost infinite number of ways with which to interact withbrands and they expect excellent service across every single one of them. In order to deliver the best possibleexperience, Samsung is constantly striving to better understand our customers, the things that affect them and tobe available to them at any time, wherever they may be. We also recognise that we need to support our customersover their lifetime with us more effectively, across a multitude of categories and very often, in fast‐paceddeveloping 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. Comeand hear how consumer insights are at the forefront of understanding many of these challenges, in helping to guidedecision 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 anythingrelated to Tech-Auto-Smart convergence. B2B and B2C. Direct involvement and analysis of Advanced Analyticsincluding Optimisation, Segmentation, Conjoint (adaptive and choice), MaxDiff Scaling. Market Researchexperience broad covering Brand & Communications, New Product & Concept Development, StakeholderManagement (Employee, Customer & Supply Chain). Other skills, Business Development, International MarketResearch. Strategic Planning and Marketing and Loyalty/ Customer Experience.

Panel DiscussionGuy Johnson & Darren George

Drinks and Networking Party

CONFERENCEPROGRAMME

36

HALL 2

17:10-17:30

16:50-17:10

17:30

16:30-16:50

HALL

2

Ranjan Hasan, Sales Director UK, Artificial SolutionsRanjan has spent 19+ years helping enterprise customers use technology to become more successful. AtArtificial 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’stransforming 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 newrevenue opportunities, whether it’s in banking, insurance, telecom, retail or energy – tapping into customer conversationswith bots, IOTs or digital assistants provides opportunities to engage in a human like way with product and service offeringslike never before.

37

FOCUSGROUPS

JOIN IN ON THEDISCUSSION!

SESSION TIME: 11.00 – 12.00

SESSION TIME: 14.00 – 15.00

Customer engagement is a key driver for digital transformation, yet it is a continuing struggle for many organisations. All toooften, in an attempt to drive efficiencies, organisations turn to automated channels, but by ignoring a few simple rules, theyend up delivering faceless environments that fail to impress and don’t connect with the customer. Many companies haveimplemented mobile apps, simple virtual assistants and chatbots in an attempt to resolve pain points, but these are frequentlynothing more than FAQ systems with a speech enabled front-end. They don’t deliver the capable, conversational intelligenceto develop a sense of loyalty in the customer, and the business learns nothing from the interaction. This roundtable willexplore where conversational AI fits into your digital transformation strategy and discuss tactics to ensure it delivers thecustomer experience you, and your customers, demand.

Putting Conversational AI at the Heart ofYour Digital Transformation Journey

Personalised yet large-scale customer engagement has long been the thorn in the side of enterprise. Driven by thecompetitive 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 openroundtable discussion on how today’s conversational AI – in the form of bots, virtual agents, IoT apps and more – can deliver africtionless, 1-2-1 user experience, while at the same time enhancing existing digital customer engagement strategies. We’llshare how Conversational AI is changing the face of user engagement with real-life examples at market-leading brands likeShell and Vodafone, and help you identify how it can work for your business’s needs and communication challenges.

Delivering Frictionless CustomerEngagement with Conversational AI

Frank Burnett-Alleyne, Sales Director UK, Artificial SolutionsFrank, Sales Director UK, has 30 years’ experience in the computer software and services industry. For thelast 10 years he has specialised in omni-channel customer interaction and engagement solutions thatfacilitate successful enterprise business transformation. In his experience, customers are increasinglydemanding a personalised service however, wherever and whenever they engage with an organisation. Thismakes delivery of next-generation customer service a strategic differentiator, regardless of industry sector.

POWERED BY:

BOOK YOUR PLACE:If you haven’t already booked your place, please contact an EBM member of staffor arrive in plenty of time before the session starts. All places are on a first comefirst served basis and we advise you to book early as places are very limited.

Gagandeep Gadri, Vice President and Head of Capgemini Consulting’s UKCustomer Experience and Analytics practice, will be presenting around the findingsof its global research report ‘Loyalty deciphered – how emotions drive customerengagement’, exploring what loyalty means today, how emotions drive loyalty andwhat 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 thinkthe same when you think of loyalty in the lens of an organisation? Or does loyalty in the contextof organisation mean programme, scheme, cards and points? One feels like it is centred aroundpeople and the other one doesn’t.

Current loyalty approaches are brokenBrands 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 loyaltyprogrammes. In addition, over half (54%) of loyalty memberships have fallen inactive and over aquarter of consumers (28%) abandon loyalty schemes without redeeming any points.

Many of today’s loyalty programmes attempt to buy consumer loyalty through monetaryrewards. The consumer might receive discounts or vouchers, and in return, organisations expectthem to spend more or give up their data. Many organisations run these sorts of programmes andachieve what looks like loyalty, at least on the surface.

Loyalty deciphered– HOW EMOTIONS DRIVECUSTOMER ENGAGEMENT

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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 associatedwith conventional loyalty programmes. We explored loyalty from an emotional perspective toidentify 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 thefield. We found that emotions play a far greater role in creating true loyalty than currentapproaches recognise. In the resulting ‘Loyalty Deciphered’ report and in this article, we:

1. Explore how emotions are the main driver of loyalty2. Understand who emotionally engaged consumers are and what motivates them3. Assess the size of the prize for organisations with emotionally engaged consumers4. Recommend strategies for how organisations can make better emotional connections

with consumers

Honesty and trust have the greatest influence on loyaltyOur research also reveals the specific emotions that have the most impact, by testing thecorrelation 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, surpriseis often the go-to emotion brands seek to evoke when trying to build a more loyal relationship andcertainly it can be a successful tool in the right circumstance. Our findings suggest that “surprise-and-delight” loyalty initiatives only have long-term influence on a small segment of consumers. Infact, consumers who prioritise “surprise” over all other emotions are more likely to be in the 53–71age group, male, single, and live in urban locations. Straightforward, simple, honest, predictableloyalty initiatives appeal to a broader audience—with honesty, trust, and integrity being the majoremotions influencing loyalty for most demographic segments.

Honesty Trust Integrity Belonging Security Familiarity Joy Gratitude Compassion Surprise

Correlation coefficients of emotions with loyalty

0.76 0.74 0.72 0.69

0.60 0.57

0.69 0.68 0.67 0.66

TO UNCOVER THE TRUE DRIVERS OFLOYALTY, WE UNDERTOOK A WORLDWIDE,CROSS SECTOR RESEARCH PROGRAMME“ ”

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FEATURE

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Who are emotionally engaged consumersand what motivates them?From our research, we identified a subset of consumers with highemotional engagement, as well as a subset of consumers with lowemotional engagement to assess differences between the two groups. Byunderstanding who emotionally engaged consumers are – and what theyneed – brands can better tailor their experiences. We found thatemotionally engaged consumers are present across sectors. For example,51% of consumers in financial services and 46% of consumers in retail canbe described as emotionally engaged.

Our research also shows that emotionally engaged consumers:

• 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 riseof the emotionally engaged The report identified a new sub-set of consumers, those with a highemotional connection to the brands they use or visit frequently. Femalesand males are equally represented in this group, but millennials (58%, aged18-36) and consumers in urban locations (53%) comprise the largestproportion. From the countries surveyed, Italy (65%) and Brazil (57%)comprise of the most highly emotionally engaged consumers, followed byUS (56%) and Spain (51%).

Emotionally engaged consumers expecttwo-way interactionThe majority of emotionally engaged consumers (86%) expect a brand toshow 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 clearmessage here is that consumers expect loyalty to be more than just aprogramme.

Emotionally engaged consumers seek real-time and varied interaction opportunities

Emotionally connected consumers expect a level of communicationcommensurate with the expectations they would have for a personalrelationship—real-time access and flexibility. We found that nine in tenemotionally engaged consumers want real-time responses and speedyresolution compared to 65% of the less engaged. In addition, 83% ofemotionally engaged consumers want multiple ways to interact withbrands compared to 36% of the less engaged. And if they have a favourableinteraction, there are positive results. We found that 83% of emotionallyengaged consumers said their loyalty will increase following a positiveinteraction with aftersales support.

Percentage of consumers who agreewith the following statement

Percentage of consumers with highemotional engagement by country

Percentage of consumers with highemotional engagement by age

Italy comprises the largest proportion of

consumers with high emotional engagement

Millennials comprises the largest proportion

of consumers with high emotional engagement

I expect a brand to reciprocate loyalty regardless ofmy participation in its loyalty programme

Consumers with high emotional engagement

Consumers with low emotional engagement

Italy

65%

58% 57%

40%46%

41%

57% 56%51%

47% 46% 44%40%

33%

18-21 22.36 37-52 53-71 72+

Brazil USA Spain Germany Nether-lands

UK France Sweden

86% 54%

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4741

Emotionally engaged consumersspend moreSeventy percent of emotionally engaged consumers say they spend up totwo times or more on brands they are loyal to. In contrast, slightly less thanhalf (49%) of consumers with low emotional engagement say the same.This data suggests that cultivating emotional connections with consumerscould result in a significant lift in basket or transaction size. Augmentingloyalty initiatives with tactics that foster emotional connection to thebrand (both within and beyond the loyalty programme itself) will generateadditional lift and/or help retain the most valuable consumers.

The road ahead - how can organisationsmake better emotional connectionswith consumers?As this research demonstrates, consumers’ emotions play a critical role indetermining which brands they are loyal to. As Colin Shaw, recognised byLinkedIn as one of the top 150 business influencers and an expert oncustomer experience, says:

Organisations need a balanced approach of rational and emotional factorsto drive customer engagement and loyalty with the emotionally engagedand to win the hearts and minds of the less engaged.

At Capgemini we have developed a methodology called Origamo –Progressive Human Loyalty. It starts with defining customer strategies andpropositions ensuring the rational drivers – price, offer, time, location andservice align to the overall brand strategy and to customers holistic needsand wants.

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 experiencesfor 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 engagingexperiences across the journey by connecting the insights and becomingmore relevant with each interaction. Building the capability which allowsyou to interact with your customers as individuals regardless of who theyare and what they want, maturing to predicting what they will need beforeeven they do, will set your organisation up for success.

Conclusion

As competition continues to increase and choiceproliferates, brands need to ensure they know theirconsumers at a more “human level” in order to fosterlasting connections. They need to create a contextualview of the consumer and their journeys with theirbrand to understand their evolving needs and desires.Brands must then design and execute compelling andengaging experiences that matter, where loyalty is thestrategic outcome. Doing this will help brands to shifta significant portion of their consumer base fromhaving a transactional relationship to one wheremeaningful experiences ultimately drive emotionalengagement and secure sustainable long-term loyalty.

“Most organisations think customers are rational and onlymake a decision based on product, but actually there ismuch more at play. The emotional side absolutely hasgreater influence on loyalty than the rational side. Only inrecent years are organisations starting to recognise this.However, too many are still stuck in the past.”

Percentage of consumers who spend up to twotimes or more on brands they are loyal to

Percentage of consumers who agree with thefollowing statements

Consumers with highemotional engagement

Consumers with lowemotional engagement

I want real-time responsesand speedy resolutions

I want multiple ways tointeract with the brand to

fulfill my requirements

I expect a differentiatedshopping experience

compared to someone whois not loyal when contacting

customer service

70% 49%

90%

65%

83%79%

36%46%

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CUSTOMERENGAGEMENTSUMMIT 2018MON 12 & TUE 13 NOVEMBER 2018WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOSTMOMENTUM AND IWAS TRULY INSPIRED– I’LL DEFINITELY BEBACK NEXT YEAR”CX DIRECTOR, MARKS & SPENCER

CustomerEngagementSummit.com

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More than 1000 delegates – a new record – attended Engage Business Media’s sixthannual Customer Engagement Summit in 2017, now firmly established as Europe’spremier 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!

HOW ORGANISATIONS ARE IMPLEMENTING TECHNOLOGY TO DRIVE ROI AND GROWTHThe use of new technologies is having a profound impact on how we interact with our customers andnowhere is this change more marked than developments in the world of Robotics and ArtificialIntelligence (AI). Our Robotics and AI in Customer Engagement Conference will drill down into theseexciting new areas and examine how organisations are grappling with the challenges and opportunitiesthey are presenting in relationships with their customers. Delegates at the Conference will hear fromglobal experts, leading edge technology companies and also from organisations implementing roboticsand AI strategies in the field of customer engagement.

Contact: [email protected] hotline: 01932 506 300 (Press 1)CustomerRoboticsandAi.com

ROBOTICS & ARTIFICIAL

INTELLIGENCE WILL

TRANSFORM CUSTOMER

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PLATINUM

We believe that employee engagement is as vital to company performance asexternal customer engagement. Over the last 12 years our solutions have impactedthe performance of close to 1 million people across 220 countries. We specialise inhelping you identify and solve your unique people challenges. Our success is built ondelivering practical and engaging people solutions that make a difference to thebottom line. Our solutions work because they are grounded in rigorous science usingproven methodologies. Vitally, we wrap them up with an engaging communicationsstory that inspires behaviour change and ensures the results we deliver really stick.

Contact: Nab Kalsi, Business Development DirectorE: [email protected]: +44 (0) 7768 045 609T: +44 (0) 203 4700 230W: www.nkd.co.uk

Selligent Marketing Cloud is a marketing automation platform that enables B2Cbrands to engage consumers across all critical channels. Built for the relationshipmarketer, Selligent Marketing Cloud is the only marketing cloud built on a single codebase, featuring artificial intelligence and a Customer Data Platform with a universalconsumer profile at the core of every action. More than 700 brands across retail,travel, automotive, publishing, and financial services rely on Selligent MarketingCloud’s proven platform. With 10 offices across the United States and Europe andmore than 50 agency partners and resellers, Selligent Marketing Cloud serves over30 countries with local, personalised service.

Contact:45 Folgate Street Spitalfields London E1 6GLE: [email protected]: +44 (0) 208 004 6051W: www.selligent.com

We’re a privately owned British-founded software company who set out to transformthe way brands engage with their customers. Since launching the ONE EngagementHub, 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 needsomething; they need it now and on the platform that suits them.

Contact:W: www.thunderhead.com

Medallia for Digital helps companies keep pace with customers’ constantly changingbehavior by capturing customer feedback through targeted, contextual andcompelling 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 mostpowerful digital CX solution in the market. Hundreds of the world’s best-loved brandstrust Medallia’s Software-as-a-Service application to help them capture customerfeedback everywhere the customer is (on the phone, in store, online, mobile),understand it in real-time, and deliver insights and

Contact:E: [email protected]: +44 203 6805 750W: www.medallia.com/digital

Our customers, their expectations, their journey, and the ways in which theyinteract with organisations have changed almost beyond recognition overthe past few years and that pace of change is accelerating. Organisationsmust also transform if they are to thrive in this Brave New Customer World.

Following on from the success of our Customer Engagement TransformationConference over the last three years this Conference will help delegates in theirquest to transform the way they interact with customers in order to reap therewards of successful engagement.

The need to innovate and transform our customer engagement strategies hasnever been more important or more urgent and delegates at this Conference willbe shown through world class case studies the way forward so they can helpdeliver 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

300 DELEGATES • 2 SEMINAR HALLS • 30 SPEAKERS • CASE STUDY PRESENTATIONS • EXPO HALL • FOCUS GROUP ROUNDTABLES

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• 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 • CHANNELDOCTORS • 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 • HOUSINGSOLUTIONS • 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 ANDBARNES SOLICITORS • RWE NPOWER • SAVE THE CHILDREN • SCANIA • SOUTH EAST AMBULANCE • SOUTH EAST COAST AMBULANCE NHS • TATE • TATEBRITAIN & TATE MODERN • TESCO • TMS • TUNGSTEN INFORMATION MANAGEMENT • VIRGIN MONEY • WORLDREMIT • YORKSHIRE WATER

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Confirmit enables organisations to develop and implement Voice of the Customer,Employee Engagement and Market Research programmes that deliver insight anddrive business change. Confirmit’s clients create multichannel, multi-lingual feedbackand research programmes that engage customers, empower employees, deliver acompelling respondent experience, and provide high Return on Investment.Confirmit’s customer engagement model provides the power to listen to the Voice ofthe Customer, integrate it with financial, operational and free-form text data togenerate powerful insight, and take action that will deliver effective business changeand 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 mostrecognisable and leading businesses in 90 countries. Our CX specialists deliverprogrammes that build lasting relationships between brands and their customers byhelping them to navigate and activate the CX moments that matter most… avoidingthose that don’t. We are part of Kantar, the world’s leading data, insight andconsultancy company.

Contact: Chantal Goodman, UK Marketing DirectorT: +44 (0) 20 7656 5303M: +44 (0) 7500 765 698W: www.tnsglobal.com

At Artificial Solutions, we Make Technology Think! We believe that people should beable to interact with technology intelligently. Using their language, their terminology,across whatever device or service they choose. Our technology uses a form of AI werefer to as Natural Language Interaction (NLI). Delivered through our Teneo platform,it allows non-specialists to rapidly develop enterprise strength, conversationalapplications that reason, analyze, and react—just like a human.

Contact: Frank Burnett-AlleyneT: +44 (0)1635 523267W: www.artificial-solutions.com

Network Research is a full-service insights agency, specialising in customerexperience research across the entire customer journey. For over 30 years we’ve beenhelping 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 tosatisfaction, loyalty and retention. We work with our clients to embed insights intotheir business and drive change and gain commercial advantage as a result. We useour in-house visualisation and technology teams to produce creative and compellingways to communicate insight stories for maximum impact. As one of the UK’s largestindependent agencies, we’re able to offer the best of both large and small agenciesalike: full service research but with the creativity, flexibility and responsiveness of asmaller company.

Contact:E: [email protected]: 0207 6805100W: www.networkresearch.co.uk

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Wizu is an AI chatbot for conversational surveys that increases response rates,improves customer experience and helps you gain more actionable insight.

We combine artificial intelligence with customer experience metrics such as NetPromoter Score, Customer Effort Score or CSAT, to analyse responses in real timeallowing you to route by sentiment, close the loop, and create truly personalized andengaging conversations.

Contact: Simon Neve, CEO & FounderE: [email protected]: www.wizu.com

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