2012 Customer Engagement Summit Guide

Customer

Engagement

Summit

27 November 2012

Park P

laza V

icto

ria,

London

SUMMIT PARTNERSSPONSORS

Event Guide

The only joined-up customer experience eventto drive customer and employee engagement

solutions, performance and profitability

Join the CustomerEngagement Networkwww.customerengagementnetwork.comFree membership with access to:• Latest News and Features• Weekly Alerts• Customer Engagement Magazine• Invitations to Directors Forums• Invitations to Customer Engagement Summits• Network with other Customer and Employee Engagement professionals

A warm welcome to the Customer Engagement Network’sinaugural Customer Engagement Summit, the first joined-up customer experience event to drive successful customerand employee engagement strategies for organisationslooking to improve customer retention, loyalty, and businessperformance and profitability.

The Summit includes world class case studies, presentations from leading practitioners andacademics from around the globe, panel discussions, breakout sessions, top notchopportunities for high level networking with peers and an evening drinks reception with adose of entertainment thrown in for good measure.

The Summit is effectively a ‘mash-up’ - and much, much more - of the content of our hugelysuccessful series of Directors Forums that have run over the past two years.

The changing dynamic of the relationship between organisations, their employees and more especially theircustomers is already well documented. The pace of that change is being accelerated further by the proliferation ofchannels our customers are operating across and the fact they are more likely to voice their opinions -increasingly to each other - on how we engage them across those channels than ever before.

Organisations must think long and hard about how their internal silos are impacting on their customerrelationships. We need to cut across those silos where possible to focus on the needs of our customers. We are now operating in a truly omnichannel business environment and we have to be where our customers areand offer them relevant and seamless service across those channels – otherwise believe you me they will find anorganisation that does!

The chief aim of our Summit is for delegates to go back to their organisations armed with all the tools, strategiesand techniques they need to deliver successful employee and customer engagement strategies over the longterm for sustainable competitive advantage. Have a great day.

Steve Hurst, Editorial Director, Customer Engagement Network #cesuk2012

The Customer Engagement Summit is organised by the Customer EngagementNetwork. To join the Network (free membership) and receive Latest News andFeatures, weekly Alerts, Customer Engagement Magazine, Invitations to DirectorsForums and Summits go to www.customerengagementnetwork.com

Editorial Director: Steve Hurst [email protected] Managing Director Chris Wood [email protected]

Event Operations: Fiona ParkerDesign: Jason ApplebyEditorial Advisory Board:Dr Guy Fielding, Richard Sedley,Rod Butcher, Hugh Griffiths,Marcus Hickman, Karine Del Moro,David Cottam, James Rapinac,Crispin Manners, Professor Moira Clarke,Professor Katie Truss, Mike Havard

Welcome to the firstCustomer Engagement Summit

Customer

Engagement

Summit

27 November 2012

Park P

laza V

icto

ria,

London

3

Customer Engagement Summit

Beatrice, Victoria & Victoria Lobby

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Victoria 2

Business

Centre

Victoria 1

Beatrice 1

Catering

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Stairs to

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Customer Engagement Summit - Floor Plan

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Satmetrix

Gallup

Seren

Pitney Bowes

Company Stand Numbers

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Confirmit

Interactive Intelligence

ClerksWell

Speakers Area

Ember Services

Professional Planning Forum

Questback

Thunderhead

08:00 Registration and Coffee

Plenary Welcome & Keynotes: Victoria 1

09:00 Welcome: Mike Havard, Director, Ember Services - Summit Chairman

09:10 Keynote: The Economic Outlook,Roger Martin-Fagg, Economist

09:40 Keynote: Practical Customer Experience:lessons from the real world,Qaalfa Dibeehi COO, Beyond Philosophy

10:10 Keynote, Fostering a Customer Centric Culture, First Direct,Andrew Lea, Head of Banking Services, First Direct

10:40 Coffee

Stream Options:

Mobile Engagement: Victoria 1

11:00 New Research Presentation:The Role of Tablets in the Consumer Sales Journey,James Fox, Head of Mobile Development &Pilar Barrio, Head of Social, Mobext

11:20 Mobile customer care, another silo or the key to your customer relationships,Conrad Simpson, Director, Interactive Intelligence

11:45 Connecting with the connected consumer - Unilever, Diageo, BBC and Sony Mobile,Chris Buckley, Director of Social Engagement, TMW

12:05 Case Study: giffgaff - run by youClaire Kavanagh, Head of CRM, giffgaff

12:30 Mobile Consumer - "Ensuring Mobile Engagement", Catriona Campbell, Behavioural Psychologist, Director, SerenQ&A

Social Media Engagement: Victoria 2

11:00 The Future of Social Customer Service,Justin Hunt, CEO, Social Media Leadership Forum

11:20 Social Customer Experience Management,Deborah Eastman, Head of Consulting on Social CEM, Satmetrix

11:45 Move People, Dara Nasr, Director, Twitter,former Head of YouTube

12:10 Is your social behaviour turning potential customers into ‘brand blockers’ ? Kieran Kilmartin,Marketing Director, Pitney Bowes Software

12:35 Case Study: EE, Socially enabling the organisation,Ben Kay, Head of Digital Strategy & Adoption, EE(Orange and T- Mobile)

Q&A Chaired by Dominic Graveson, Director, Spark Interactive

13:00 Lunch

Stream Options:

Employee & Customer Engagement: Victoria 1

14:00 Engage for Success, David MacLeod, Chairman, Employee Engagement Task Force

14:25 What great engagers do that others don’t, and the resulting impact on customers, Peter Flade,Senior Managing Partner, Gallup

14:50 Best practices in building a successful,multi-channel Voice of the Customer programme,Claire Sporton – Vice President, Customer Experience Management, Confirmit

Q&A Chaired Professor Katie Truss, Employee Engagement Specialist, University of Kent

Omni Channel Engagement: Victoria 2

14:00 Case Study: British Gas, “ The Aggregation of Marginal Improvements”,Charles Breslin, Head of Customer Service, British Gas

14:20 Thunderhead.com “The End of Multi-Channel Flirting; Time for a Real Relationship”,Tom Cannon, VP – Product Management, Thunderhead.com

14:40 'Digital Service: Keeping up with the customer'Jeremy Morris, Industry Head, Google

15:00 Case Study: Experian, Customer Centricity:How to make a global initiative work in local markets,Avis Easteal, Operations Director Experian

Q&A Chaired Richard Sedley, Director, Seren

15:30 Coffee

Stream Options:

Customer Engagement in Retail & FinancialServices: Victoria 1

15:45 Case Study:Lessons From John Lewis,Andrew McMillan, Former Head of Customer Service, John Lewis

16:05 Case Study: LV= Put People First... and Prosper,Peter Sinden, Director of Service, LV=

16:25 Engaging Customers in the Digital Age,James Mitton, Retail Operations Director, Shop Direct Group

16:45 Case Study: Lloyds Bank, Martin Dodd,Customer Services Director, Lloyds Banking Group

Q&A

Customer Engagement: Victoria 2

15:45 Case Study: Philips, A culture shift to reach Customer Centricity,Veronique Tordoff, Customer Experience Leader, Philips

16:05 Next generation approaches to improvingcustomer experience,Paul Smedley, Director, Planning Forum

16:25 Case Study: Premier Inn, Customer Insight into Action,Gerard Tempest, Director, Premier Inn & Andrew Gammage,Head of Insight, Whitbread Hotels & Restaurants

16:45 Engaging with Citizens vs Listening to Customers,Colin Adamson, Founder of SOCAP & Public Sector Engagement Specialist

Q&A Chaired Guy Fielding, Director, horizon2

Plenary Keynotes & Summary: Victoria 117:15 Keynote: What does it mean to adopt Customer

Experience as a business discipline?,Jonathan Browne, Senior Analyst, Forrester Research

17:40 Keynote: Clouds, Crowds and Autonomous Customers: Doing Business as Unusual,Dr. Nicola Millard, Futurologist, BT

Networking Party

18:15 – Drinks - Cobra beer, wine, soft drinks20:00 and canapes with Guest Speaker

Lord Bilimoria,Chairman, Cobra Beer Partnership

Customer Engagement Summit - Agenda Summary

5

08:00: Registration and Coffee

Plenary Welcome & Keynotes:

Victoria 1

09:00: Welcome: Mike Havard, Director, Ember Services - Summit Chairman

Mike HavardMike has had 25+ years in customer managementstrategy, operational delivery and leadership roles,with organisations including BT, TDG, Sitel, CMInsight and Verint. He is currently a director ofEmber Services, a strategic customer managementconsultancy focused on financial and performanceanalysis to support customer operations strategyand investment - helping organisations to

determine ‘what better is’ and being unashamedly financial inperspective. He also sits as Non-Executive Director on the Boards ofother companies in the customer management arena, coveringanti-fraud technologies (Semafone) and skills optimisationtechnologies (Silver Lining) as well as advising the Boards of majoroutsourcing and hosted platform providers.

He also sits on the CCA Standards Council, where as a foundingmember, he helped establish the Global Standard for ContactCentres with the CCA. He is an Honorary Life Fellow of the IDM,where he also works as an Executive Board member on theInstitute’s journal and on their Education Council. In addition tothese roles, Mike also sits on the Editorial Board of the Journal ofFinancial Services Marketing. He has authored managementtextbooks in this area, and has had many thought leading paperspublished. Mike has been a trusted and influential advisor to manygovernment departments in respect of customer managementdevelopments and their contribution to national economic healthand effectiveness.

He is also likes to escape and do dangerous things in the mountainsoccasionally.

09:10: Keynote: The Economic OutlookRoger Martin-Fagg, Economist

In the Summit opening keynote Roger will set the economicbackdrop both domestically and globally against whichorganisations across all sectors are operating. He will thenlook at the role customer engagement and service plays inthe value proposition and what organisations need to do togrow market share in difficult economic times.

Roger Martin-FaggRoger is a trained economist and strategy facilitator.He began his career with the New ZealandTreasury, then back in the UK as economist to theAir Transport ITB. He taught at the Bank of Englandand was at the Henley Management College for 21years. Roger is now an independent practitionerand is visiting faculty to Warwick and HenleyBusiness Schools and Ashridge Management College.

His book ‘Making Sense of the Economy’ is in its fourth reprint.

He has a reputation for clear, concise, and practical expositions ofhis subject and has been described as one of the few Economistswith a keen sense of humour.

09:40: Keynote: Practical Customer Experience: lessons from the real worldQaalfa Dibeehi, COO, Beyond Philosophy

Tired of the hearing about the “happy-clappy” side ofcustomer experience? Customer experience is a businessconcept. As such it should help you make the toughdecisions you face with allocating limited resources. In thislight, Qaalfa gives an overview of the state of customerexperience using non-Disney-esque examples. • What verifiable role does emotional engagement play

in metrics?• What are the key aspects of a successful customer

experience program

Qaalfa DibeehiQaalfa Dibeehi is chief operating and consultingofficer of Beyond Philosophy. Qaalfa is a customer-centric business transformation specialist withmore than 20 years of expertise in the customerexperience space, which have earned himnumerous industry accolades. He is a sought-afterconfidant of board level executives in a variety ofindustries ranging from pharmaceuticals,telecommunication to financial services, non-profits

to healthcare. He is particularly adept at the peculiarities ofcustomer strategy in developing markets and geographies. Inaddition, he helped develop an assessment tool that won the 2003CRM Innovation of the Year award.

Focusing on helping organizations balance their commercial andservice obligations, Qaalfa has held senior consumer and strategicconsulting roles with a variety of organizations, including FulcrumAnalytics, Schering-Plough Pharmaceuticals and Citibank. Qaalfahas been a university professor and a keynote speaker at variousconferences and industry events. Qaalfa holds an MBA ininternational business and management from New York Universityand Master’s Degrees in statistics, psychology and healthadministration from the City University of New York.

10:10: Keynote, Fostering a Customer Centric Culture, First DirectAndrew Lea, Head of Banking Services, First Direct

Customer engagement and service excellence are moreimportant than ever before in a Financial Services industrywrestling with a deep mistrust of Banks, increasedregulation and the impacts of a harsh economic climate.Andrew will outline the fundamental principles andunwavering customer focus that First Direct hold dear,highlighting the engagement and service strategies thathave helped to differentiate the business in such acompetitive marketplace. The session will also focus on theneed to respond to todays significant challenges andexamine what opportunities exist to retain or regaincustomer trust and loyalty.

Andrew LeaAndrew is one of the founding members of FirstDirect having joined in the summer of 1989 priorto launch on 1 October. He has extensiveknowledge of the business having held a numberof different roles and currently heading up adiverse range of Operational areas under theumbrella of Banking Services.

10:40 Coffee

Customer Engagement Summit - Agenda Itinerary

6

Mike Havard

QaalfaDibeehi

Roger Martin-Fagg

Andrew Lea

Stream Options

Mobile Engagement:

Victoria 1

11:00 'Engaging Customers Through Social Content' -New ResearchJames Fox, Head of Mobile Development &Pilar Barrio, Head of Social, Mobext(Mobext, World’s largest Mobile Agency)

Research Presentation:The Role of Tablets in the Consumer Sales JourneyMobext & Socialyse, the mobile and social media divisions ofMPG Media Contacts have just completed a global researchproject in conjunction with mobile network inMobi into therole of tablets in the consumer sales journey. The researchsets out to help planners distinguish the role of desktop,mobile and tablets within the purchase funnel and is thefirst global study of its type conducted using mobile devicesacross 10,000 respondents from six different territoriesincluding the UK; France; India; USA; Japan; and Australia.The results unearth some surprising findings including whythe UK is global market leader when it comes to dualscreening.

James FoxDigital media & mobile specialist: More than 7years Digital Planning in Top 3 Media Agencies, thelast 4 at Director level - encompassing Digitalstrategy & planning, with a specialized focus onMobile strategy, as MEC's agency lead.

Clients: Lloyds TSB, Bank of Scotland, Freeview,Nintendo, Paramount, Danone, Wilkinson Sword,

Energizer, Blockbuster, Chanel, Sony UK, Citroen UK, Vodafone,AXA, Eurotunnel, Reckitts Benckiser, Nielson Holidays, Diageo(Guinness), adidas, Maxxium,

Specialties: Mobile Marketing, Strategy, Planning & MediaDigital Strategy & Planning, Business Development

Pilar BarrioOver 7 years of experience in Communications,Strategy and Social Media. Proven record of leadingsocial media and communications teams, as well asintegrating social solutions within wider marketingplans. Portfolio of successful social mediacampaigns for global, European and UK brands.

• Understanding of wider marketing context,creative development and delivery process• Led teams of specialists across 3 different agencies• Proficiency using social monitoring technology, project

management platforms and web analytics• Setting up and growing a global network of researchers

and social media experts • Technical knowledge: Wordpress, CMS, social media

applications, plugins and basic Html, CSS etc

Specialties: Leadership, Social media, communications, strategy,creative development

11:20 Mobile customer care, another silo or thekey to your customer relationships,Conrad Simpson, Director, Interactive Intelligence

At the end of last year, there were an estimated 6 billionmobile subscribers in the world. That’s 87% of the world’spopulation. According to researchers, smart phone shipmentsgrew 58%, making up nearly a third of all mobile phonesshipped last year. This creates huge opportunities for companiesto develop new and more efficient ways to service theircustomers. Conrad Simpson from Interactive Intelligencewill show how some of Interactive's customers exploit thissignificant opportunity and keep away from the pitfalls.

Conrad SimpsonAs a veteran of the customer care industry Conradhas seen customer care evolve from its earliestbeginnings to the complex environment of today.Primarily focussed in the highly regulatedFinancial Services and Mobile sectors he hashelped many businesses (large and small) designand deliver their customer care strategies.Described as a practitioner rather than a theorist

his current role at Interactive Intelligence is primarily helping hiscustomers manage unnecessary complexity and cost as they facethe new challenges in customer care such as social networks,multimedia and cloud computing based approaches.

11:45 Connecting with the connected consumer - Unilever, Diageo, BBC and Sony Mobile,Chris Buckley, Director of Social Engagement, TMW

With the continued rise of mobile and connected devices inall aspects of our lives, how are brands and organisationsresponding to the opportunities presented by theconnected consumer? How is social, data and technologycoming together on mobile and devices to change the way abrand reaches and engages its audience, whether they beemployees, advocates, detractors or loyal customers.

Chris Buckley from London-based creative marketingcommunications agency TMW will be sharing hisexperience of how brands like Unilever, Diageo, the BBC andSony Mobile are changing their view of marketingcommunications. With some useful facts and figures alongthe way, this is a session for anyone keen to understandhow mobile and connected devices are positively andnegatively impacting brands today and what's worthlooking out for in the next 12 months.

Chris BuckleyChris is responsible for social engagement atLondon-based creative agency TMW. The agencyworks with some of the world’s leading companiesand brands including Unilever, Diageo, Nissan,Sainsbury’s, Nestle and the BBC. On a global level,TMW works with Sony Mobile, Infiniti across WesternEurope and Brother International across Europe.Whether it's managing the social profiles of Lynx

within the UK or advising the Sony mobile team on global socialengagement programmes, he has a wealth of knowledge to share onthe emerging areas of social, mobile, connected devices and data.

With 15 years of digital and brand building experience, he hasmanaged pan-European and global projects covering multipleaspects of engagement from employee communications tocustomer relationship marketing. His past clients have included IBM,Aviva, Sony and Activision. Before joining TMW, Chris ran the socialbrand agency Headstream which is an Alliance Partner to PwC inthe UK.


7

ConradSimpson

James Fox

Pilar Barrio

Chris Buckley

12:05 Case Study: giffgaff -run by youClaire Kavanagh, Head of CRM, giffgaff

An overview of giffgaff's unique business model and how itinvolves its members in all areas of its business. Touchingbriefly on 3 key challenges with social customer service theimportance of trust, changing expectations and measuringquality.

Claire KavanaghClaire has worked in the telecommunicationsindustry for over 10 years working in MarketingCampaign and Loyalty roles at T-Mobile UK, Adfunded MVNO Blyk, and currently Head of MemberExperience at giffgaff, responsible forcommunications, member get member acquisition,customer service, community, rewards andretention.

12:30 Mobile Consumer - "Ensuring Mobile Engagement"Catriona Campbell, Behavioural Psychologist, Director, Seren

The consumer and his mobile - best friends. But designingwith mobile in mind is often a second thought. Here's howthe consumer thinks, and how to deliver the perfect mobileexperience.

Catriona CampbellCatriona is a Behavioural Psychologist and Directorof Seren.

Catriona’s specialised skills include:• UX Research & Strategy• Accessibility• CX • CX Strategy

Catriona has been involved in UX for nearly half the Top 100 FTSE,and has been responsible for researching and improving solutionsfor Dell, Nokia, BskyB, Barclays, Tesco, John Lewis and others. Overthe last decade, she has been one of the most successful UXspecialists in the field. She has been commissioned to write a bookon the industry, and is hard at work on it.

She was voted one of the Top 50 most influential people in theInternet Industry by Internet Magazine (2002) and Top 100individuals to be recognised for contribution to the development ofthe internet over the last 10 years by NopWorld & E-Consultancy(2004). In 2007, Netimperative recognised her achievements benominating her for a lifetime achievement award. In 2012 Catrionawas Inducted as one of the 20 inaugural inductees to the UK DigitalHall of Fame for services to Digital Design, Accessibility and UX.

Q&A

Social Media Engagement:

Victoria 2

11:00 The Future of Social Customer ServiceJustin Hunt, CEO, Social Media Leadership Forum

How is social media impacting on traditional customerrelations? How can companies use social technologies todeliver better customer service? What are the besttechniques for creating powerful customer advocates?What new kinds of relationships are being forged withcustomers in social networks?

Justin HuntJustin is founder of The Social Media LeadershipForum (www.socialmedialeadershipforum.org) andIt’s Open (www.itsopen.co.uk), a leadingindependent social media consultancy focusing onexternal and internal social media communications.Justin has worked as a new media commentator forThe Guardian and has written about newtechnology for The Financial Times

11:20 Social Customer Experience ManagementDeborah Eastman, Head of Consulting onSocial CEM, Satmetrix

In the age of the internet and the boom of social media, thepower of word of mouth has become exponential. One poorcustomer experience can go viral in a minute and have long-term consequences on your brand. It also represents asignification opportunity to spread good news and activatepositive word of mouth. Most companies see social media asa new broadcast channel, creating a disconnect betweenyou and your customers. Fortunately, solutions exist tohelp you understand, manage and leverage social media.

In her presentation, Deborah Eastman – General Manager atSatmetrix – will talk about best and worst practices in SocialMedia and present innovative solutions to engage customer,build loyalty and activate word of mouth.

Deborah EastmanDeborah Eastman leads global consulting forSatmetrix and brings extensive experience inmarketing, sales and strategic businessdevelopment to the organisation. Deborah hasspent her career working with customers to deliversolutions that leverage new technology to driveimproved business development.

Prior to joining Satmetrix, Deborah was the Managing Principal ofWindward Solutions, providing advisory services to business-to-business marketing professionals. Previously, she was ExecutiveVice President of Sales & Marketing and Chief Marketing Officer forBiz360, an information services company that provides marketintelligence to marketing professionals. Before joining Biz360,Deborah served as Vice President and Managing Director atBearingPoint (formerly KPMG Consulting).

11:45 Move PeopleDara Nasr, Director, Twitter,former Head of YouTube

The presentation demonstrates how Twitter can drivecampaigns further and faster. It shows how advertisershave harnessed the platform in innovative ways to amplifytheir brand message and earn the love of their customers.

Dara NasrDara joined Twitter in November 2012 as Head ofAgency Sales. He previously worked at Google for 5years where he has most recently overseen keyagency relationships for YouTube and Displaywhich led to significant revenue growth. Prior toGoogle, Dara worked in in the TV media market,leading teams initially at Flextech Television andlater Eurosport.

He is married with two girls, lives in Beaconsfield, plays golf badly,cycles slowly and is addicted to TV boxsets.


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Justin Hunt

ClaireKavanagh

CatrionaCampbell

Dara Nasr

DeborahEastman

12:10 Is your social behaviour turning potential customers into ‘brand blockers’ ?Kieran Kilmartin, Marketing Director,Pitney Bowes Software

Organisations plan to spend 25% of their marketingbudgets on social media in 2013, but is this enthusiasmmatched by consumers’ view of social media marketing?Key findings from our research on marketing effectivenessshow that organisations are at risk of inadvertentlyconverting potential customers into ‘brand blockers’ as aresult of irritating online behaviour. Join our presentation tohear more key findings from this paper and what measuresyour organisation should take in order to create a positiveonline experience.

Kieran KilmartinKieran has accumulated a wealth of experience inover 20 years in the software industry. Havingworked in software development, consultancy andmarketing Kieran’s expertise stretches from datamanagement, analytics, business processmanagement through to CRM and marketingautomation. He joined Pitney Bowes in 2010through the acquisition of Portrait Software. TodayKieran heads up marketing for Pitney Bowes

Software in EMEA. Prior to 5 years with Portrait Software inproduct strategy and marketing roles Kieran has held seniormarketing roles at TIBCO software and Staffware in the field ofBPM. Kieran has also enjoyed successful roles at contentmanagement provider Mediasurface as well as database vendorsOracle and Sybase. He has a BSc in Geophysics and started hisworking life as a seismologist in the Middle East and Far East. He ismarried with 2 daughters and lives in Berkshire, England.

12:35 Case Study: EE, Socially enabling the organisationBen Kay, Head of Digital Strategy & Adoption,EE (Orange and T- Mobile)

Many people are still asking whether and how they shouldget involved with social media platforms, equally manyhave already taken the first few steps. In this session BenKay will share his experience in engaging customersthrough social, and how at EE he is taking the experienceforward. To socially enable the business.

Ben KayOrganisational leader with the ability to assimilatecomplex concepts, and translate them into creativeactionable, achievable activities• Ability to engender passion in others to achieve

organisational goals• Obsession to deliver commercial value whilst

relentlessly putting customers at the heart of everything we do

• Broad experience of operational, tactical and strategic delivery of marketing, customer experience, and customer service improvements balanced against organisational commercial objectives

• Demonstrable ability to influence at senior levels, build relationships across all operational functions and 3rd parties

• Creative and dynamic professional with a track record in rapidly adjusting to (and thriving in) changing markets to meet the needs of the organisation

Specialties: Customer Service, Customer Experience, Self Service

Q&A Chaired by Dominic Graveson, Director, Spark Interactive

13:00 Lunch

Stream Options

Employee & CustomerEngagement:

Victoria 1

14:00 Engage for SuccessDavid MacLeod, Chairman, Employee Engagement Task Force

David will outline the context for the topic of employeeengagement, talk about one issue to be conscious of whenaddressing it, remind us of the four enablers that the mosteffective companies are harnessing and finally update theconference on the work of the Employee Engagement TaskForce.

David MacLeodDavid has a portfolio of responsibilities. Thisincludes being a Non Executive Director of theMinistry of Justice. He is a visiting Professor of theCass Business School and a Fellow of the AshridgeBusiness School. He is also an associate of theInstitute for Government and a fellow of the Instituteof Marketing. He has co-authored a book called TheExtra Mile on the theme of how to engage your

people to win and is co-author of the MacLeod Report to Governmentcalled Engaging for Success. David is Chair of the Governmentsponsored, employer led Task Force on Employee Engagementlaunched by the Prime Minister at Number 10 in March 2011.

14:25 What great engagers do that others don’t, and the resulting impact on customersPeter Flade, Senior Managing Partner, Gallup

Organisations that manage the employee-customerencounter effectively can achieve meaningful andsustainable competitive advantage. Peter will reveal Gallup’sinsights about what companies that are great engagers dodifferently, and how this engagement is channelled tocreate powerful connections with customers.

Peter FladePeter Flade is a Senior Managing Partner withGallup and a member of the Executive Committee.Peter is based in London and oversees theEuropean region. Gallup is a global research-basedconsultancy in applied behavioural economics thathelps leaders at every level of business,government and society improve organisationalperformance by understanding the voice of theirconstituencies.

Peter works with executive teams to help deliver change. He haspublished articles in this arena and is a regular presenter at clientpartner meetings as well as conferences. Prior to joining Gallup,Peter worked in retail management for the Dixons Group (DSGi) andholds degrees from the University of Kent and LSE; he is currentlystudying at TRIUM. He is fluent in English, Dutch, and Greek andspeaks conversational French.-


9

DavidMacLeod

KieranKilmartin

Ben KayPeter Flade

14:50 Best practices in building a successful, multi-channel Voice of the Customer programmeClaire Sporton – Vice President, Customer Experience Management, Confirmit

• Find out best practices to help you design, launch and run your customer experience programme.

• Discover practical ways and insider tips to ensure ROI.• Learn about the latest research to support your internal

efforts.• Hear inspirational success stories from companies like

yours.

Claire SportonClaire is VP of Customer Experience Managementfor Confirmit. Having specialised in customerfeedback for over 15 years, Claire has run her ownprogrammes in the Financial Services sector, andmore recently with technology / consultingproviders supporting a wide range of Fortune 500companies in improving their customer experience.Claire is passionate about getting feedback into the

hands of people who can make a difference to the end customerand of course to the bottom line.

Q&A Chaired by Professor Katie Truss, EmployeeEngagement Specialist, University of Kent

Omni Channel Engagement:

Victoria 2

14:00 Case Study: British Gas, “ The Aggregation of Marginal Improvements”Charles Breslin, Head of Customer Service, British Gas

A look back at the journey British Gas has been on in termsof customer services and employee engagement and howthe two became inextricably linked. A review that showedsimplicity was key and how many of the problems are selfinflicted and it’s the ability to recognise this that allows youto change.

Charles BreslinCharles has worked in Banking for over 20 years aswell as being a key contributor in the early days ofthe contact centre Industry. Charles won a numberof Industry awards whilst at Churchill Insuranceand in his time at Capita helped set up the BBCInformation call centres. He won employer of theyear whilst M.D. in Scotland and recently has pickedup the Lifelong Learning award from LeedsUniversity as well as being recognised for his

innovative Charity work by Clarence House.In British Gas Charlesintroduced video agents as well as being the leading contributor tothe ground breaking Prospero project.

14:20 Thunderhead.com “The End of Multi-Channel Flirting; Time for a Real Relationship”Tom Cannon, VP – Product Management, Thunderhead.com

Relationships are core to businesses, yet the complexities ofmanaging interactions across a growing range of digitaltouchpoints drives disjointed and interrupted experiences,making it increasingly difficult to maintain qualityrelationships with customers.

• In the digital era, the way you build and manage customer relationships has changed

• Organisations need to think beyond the outdated models of channels and technologies and start thinking about the broader customer journeys and relationships

• A different technological approach is needed to manage customer journeys through different touchpoints and business processes, in order to maximise the relationship potential of each customer

Tom CannonTom has been working at the intersection oftechnology, UX and marketing for over 14 years.Early in his career he helped launch some of theUK's first and most innovative internet, TV andmobile banking services, including partnershipswith Yahoo, Sky and the BBC.

He held a wide range of global and domestic roles at HSBC,including leading the UK bank's next generation bankingprogramme, Head of Digital at HSBC Canada and Global Digital Lead,where he was focused on web, mobile and social strategy for theHSBC Group.

Tom joined Thunderhead.com in 2011, where, as VP of Product forCustomer Experience, he is able to fully indulge his healthyobsession with using data to improve customer experience andbuild relationships through digital touchpoints.

14:40 'Digital Service: Keeping up with the customer'Jeremy Morris, Industry Head, Google

Increasing customer demand for web self service, compoundedby escalating call volumes in some industries, is requiringbrands to provide an improved customer experience acrossdigital. This presentation will look at some of the optionsand case studies to deliver great digital service.

Jeremy MorrisLots of years spent working in the Telcoms industryacross mobile, internet and TV sectors. My first jobwas in a mobile start up in Panama and afterspending several years in Madrid I've been UK basedworking for Orange and Sky in marketing and salesroles. I joined Google in December to head up theTelecoms industry team. I also spend my timehappily chasing after 2 (not so) small children andmy most challenging job to date is learning how to

coach my son's U8 football team!

15:00 Case Study: Experian, Customer Centricity: How to make a global initiative work inlocal markets,Avis Easteal, Operations Director Experian

While Executive sponsorship is essential to deliveringimproved customer experience, local engagement is key todelivering real value.

This presentation will explore the challenges, culturaldifferences and tactical actions that are needed move anaspiration into sustainable valuable change.

Avis EastealAvis runs the Experian Digital Operations teams & has UK wideresponsibility for the Marketing Services Customer Experienceprogramme. This is part of the UK and Global Client Centricityprogrammes. She ensures that the technology, deployment,creative, service, account management, and support teams deliverto customers and consistently improve standards. Avis is a member


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Claire Sporton

Tom Cannon

Jeremy Morris

CharlesBreslin

of the Experian Marketing Services Leadershipteam and works closely with the other Experiancountry heads. Avis has been with Experian for 16years in a variety of roles including businessconsultancy, technical development, and sales. Shepreviously ran the Experian CheetahMail,Background Checking and Insurance business. Avishas over 25 years experience in the informationservices industry. Prior to joining Experian she

worked at Equifax and Infolink.

Q&A Chaired by Richard Sedley, Director, Seren

15:30 Coffee

Customer Engagement inRetail & Financial Services:

Victoria 1

15:45 Case Study:Lessons From John Lewis,Andrew McMillan, Former Head of Customer Service, John Lewis

Andrew McMillan spent 28 years working for thedepartment store group, the last eight of which he wasresponsible for the quality of customer service delivered inthe shops and call centres. Andrew will talk about customerengagement within the context of the whole customerexperience and reflect on the key elements that need to bein place in any business to deliver a consistent level ofcustomer engagement. He will illustrate his approach withexamples from his existing clients and from his time at JohnLewis.

Andrew McMillanAndrew started his career as a managementtrainee withthe John Lewis Partnership. He quickly moved upthrough the management ranks and led a numberof selling teams and then moved to the head officeto take charge of the department stores’ customer-centric Intelligence Team. They act as an internalbusiness consultancy reporting on competitive

strategy, product differentiation and value, catchment areademographics for new branches and customer service.

In 2000 Andrew was asked to lead on customer service for thedepartment store division. The role not only saw him managechain-wide customer complaints but develop JLP’s market-leadingculture and attitude towards customer service and sales with the20,000 customer-facing Partners.

16:05 Case Study: LV= Put People First... and Prosper,Peter Sinden, Director of Service, LV=

• Find out how LV = has achieved some amazing results by putting its people at the heart of the business

• Hear how to drive continuous improvement by listening to the people who are talking to your customers

• Learn how engaging with staff can pay huge dividends• Discover how to embed company values• Get tips on how to achieve all this while reducing cost

expenses

Peter SindenBefore joining LV= Peter worked for Lloyds TSB for25 years, his last role running their Insure Directbusiness for 5 successful years. He then followedhis enthusiasm for customer contact and took a rolerunning sales for LV= in 2005. This role expandedin 2007 and Peter is now the Director of Sales &Service, leading 1000 staff across 4 sites.

Peter has lead his team to many successes in the last 6 years, asLV= has grown to become the UK’s fourth largest car insurer.Among the high points have been winning the much prizedNational Customer Service award for ‘Customer Service ContactCentre of the Year’ two years running – the first time any companyhas won it twice. In addition, his trophy cabinet also hold 5 otherhigh profile industry awards from 2010, and 5 (so far!) this year.

On a personal note Peter remarried in 2009, has 2 teenage childrenand lives in Bournemouth. He’s a keen music and football fan,enjoying Soul, Jazz, Funk and Man Utd in equal measure!

16:25 Engaging Customers in the Digital AgeJames Mitton, Retail Operations Director,Shop Direct Group

• How is the growth of the digital age changing the way customers want to engage with businesses (and how is it not!)?

• What have we learned about some of the digital “dos” and digital “don’ts”?

• Where do the challenges lie ahead?

James MittonJames Mitton works at Shop Direct Group, the UK’sleading at home and online retailer, where he isresponsible for Retail Operations, including customerexperience, Business Planning, Brand Operationsand the relationship with some of our key suppliers.James has worked in SDG for 6 years in a variety ofroles that included leading a Group restructure,Director of Operations Planning and MI, Contact

Centre transformation, Group Complaints and Customer Service.

Prior to joining SDG, James worked at Capital One Bank for 5 years inCustomer Service, including heading up the outsourcing of contactcentre services. James started his career working for Boots Group, inBuying, before working in Africa for an NGO and then moving intofinancial services to run branches for Nationwide (DBS).

James holds a degree in Business from Leicester Business School

16:45 Case Study: Lloyds BankMartin Dodd, Customer Services Director,Lloyds Banking Group

Effective Root Cause Analysis for Businessand Regulatory SuccessUnderstanding what your customer wants is ultimately thekey to delivering a world class customer service as it allowsyou to build your business around your customer’s keymoments of truth. Effective Root Cause Analysis enables abusiness to pinpoint where customer expectations are notbeing met or where there is a business risk in order torectify these through a rolling programme of changedelivery and to make sure that the benefits are realised andsustained. This results in less complaints and ensures thatthe right outcome for the customer is achieved faster andcustomer experience is improved


11

Avis Easteal Peter Sinden

James Mitton

AndrewMcMillan

Martin DoddSince joining Lloyds Bank in 1987, Martin has held avariety of roles giving him a breadth of skills andexperience across Lloyds Banking Group.

He has had several roles in the Retail Network fromfrontline branch based up to Regional Director level,where he took Eastern Region from bottomnationally in Q3 2008 to top nationally on sales andincome measures by the end of 2009.

Martin led Operational Service Centres and then moved into HeadOffice to become the Head of Customer Service followed by theCustomer Service Director for UKRB. Martin then moved intoTelephone Banking as Operations Director and later StrategyDirector. Martin was appointed as Group Customer Services Directorin September 2010, where he is in the process of transformingComplaint handling across Lloyds Banking Group.

Q&A Chaired by Guy Fielding, Director, horizon2

Customer Engagement:

Victoria 2

15:45 Case Study: Philips, A culture shift to reach Customer CentricityVeronique Tordoff, Customer ExperienceLeader, Philips

Philips has engaged a company-wide transformationprogram Accelerate! last year and one of its central elementsis Customer Centricity. This holy grail will be reached byseveral step changes to our internal organization: 1) makingthe communication line between Global Product Divisionsand Country Organizations more effective, resulting in anincreased local relevance; 2) thoroughly following up andacting on customer feedback as part of our regularprocesses; 3) translating what it means to be consistentlycustomer-centric to all employees in their own languageand culture.

Veronique TordoffAfter several years working in the PharmaceuticalIndustry in various Marketing positions in France, Istarted my international career at Philips in theNetherlands, in the Healthcare sector as MarketIntelligence professional. I completed my knowledgeof the global Medical Devices industry in PhilipsJapan, before embracing the Customer Experiencediscipline. I joined Philips UK in October 2011 and I

am responsible to accelerate the change of Philips in the UK tobecome a more customer-centric company.

16:05 Next generation approaches to improving customer experiencePaul Smedley, Director, Planning Forum

Empowered consumers, captivated by Web 2.0 and socialmedia, need something radically different from a trulycustomer-focussed enterprise. Explore how we jump ageneration in planning end-to-end service and breakingdown organisational silos that get in the way of customerengagement. Pick up the new trends by understanding howearly adopters are shaping the future in award winningoperations at Scottish Widows, Motability, AppliancesOnline, Autoglass and Portsmouth Housing.

Paul SmedleyPaul Smedley is Founder and Chair of theProfessional Planning Forum, responsible for thestrategic development of our best practiceprogrammes, the popular annual conference andthe prestigious Innovation Awards. He is alsochampioning our work with the Public Sector, onCustomer Strategy and on Customer QualityManagement.

Paul established the training, best practice, membership andawards programmes of the Forum and is rated highly for creatingenjoyable, interactive training events and seminars. He haspresented at conferences and seminars nationally andinternationally and has tutored with Lancaster UniversityManagement School.

He is a member of the Institute of Directors, the Institute of DirectMarketing and the OR Society. In 2010 he was awarded theprestigious Lifetime Achievement Award at the European CallCentre and Customer Service Awards, following nomination by hisindustry peers.

16:25 Case Study: Premier Inn, Customer Insight into ActionGerard Tempest, Director, Premier InnAndrew Gammage, Head of Insight,Whitbread Hotels & Restaurants

In Whitbread our vision and belief is that the customer is atthe heart of everything we do, highly engaged teammembers deliver great customer engagement which resultsin improved shareholder value. In our session we will coverhow we have applied this in Premier Inn with some practicalexamples of improved performance as a result of applyingthis approach and belief.

Gerard TempestGerard has spend the last 16 years in the travelindustry in a number of senior marketing positionsincluding Director of Marketing for Thistle Hotels,where he established the brand as the leadingdomestic full service hotel brand in the UK. Gerardjoined Whitbread in 2003 as Director of Marketingresponsible for the UK & Ireland Marriott business,where one of his main achievements wasrepositioning Marriott in the UK as a leisure brand.

In November 2005, Gerard moved internally within Whitbreadtaking up the role of Marketing Director for Premier Inn, the UK’slargest hotel brand with currently 614 hotels.

Andrew GammageAndrew has worked for Whitbread for the last 10years and is currently the Head of Quality & Insightfor Whitbread Hotels & Restaurants;

The purpose of his role is to lead Whitbread’sCustomer & Team insight Strategy, keyresponsibilities include; ensuring that all Brandshave robust Brand Standards that are thoroughly

audited. Measuring Customer feedback through a Customersatisfaction programme that surveys over 90,000 Guests permonth, using this insight to influence business strategy andmanaging the Customer & Web relations Team. Managing Teamresearch programs to gather feedback from 40,000 employees thatdrive business strategy and maximise Team engagement.


12

AndrewGammage

GerardTempest

VeroniqueTordoff

Martin Dodd Paul Smedley

16:45 Engaging with Citizens vs Listeningto Customers,Colin Adamson, Founder of SOCAP & Public Sector Engagement Specialist

Is there a difference and does it matter?

Colin AdamsonColin Adamson is a leading European specialistconsultant in customer service, complaint handlingand consumer affairs. He has advised government,public sector organisations as well as majorcompanies and professional bodies in the UK andabroad.

Diversity and innovationAfter an initial marketing training with Lever

Brothers and Associates, he worked with Consumers’ Association,then in local government and the Office of Fair Trading. He becameinterested in the idea of representing the customer’s interest withina business and became Consumer Adviser to a multiple retailer –the first appointment of its kind in the UK.

He has undertaken projects to improve customer serviceand complaint handling with companies in the EC, EasternEurope, Australia and the Far East in the areas of customerresponse and service quality. In the UK he organised aseries of research studies for a number of Ombudsmanoffices. He is a founder member and past Chair of theSociety of Consumer Affairs Professionals (SOCAP). Hecurrently serves on the Board of SOCAP in Europe.

Q&A

Closing Keynotes/Chairman’s Summary:

Victoria 1

17:15 Keynote: What does it mean to adopt CustomerExperience as a business discipline?Jonathan Browne, Senior Analyst,Forrester Research

Customer experience leads to profits . . . but not because itmakes your customers feel warm and fuzzy, and not if it’sjust a slogan. Customer experience leads to profits . . . if youtreat it as a business discipline. This presentation willexplain:

• Why customer experience means billions to business— and yes, that’s billions with a “b.”

• How you can spark a customer experience transformation at your company

What you need to do to adopt Customer Experience as abusiness discipline

Jonathan BrowneJonathan serves Customer ExperienceProfessionals. He examines the best practices ofcompanies creating groundbreaking customerexperiences online, including the mobile Web andnew Social Computing channels. He leadsForrester's research in Europe on interactive designagencies and personas.

17:40 Keynote: Clouds, Crowds and Autonomous Customers: Doing Business as Unusual,Dr. Nicola Millard, Futurologist, BT

A perfect storm is forcing organisations to do business asunusual. Customers are often moving faster than theorganisations that both serve and employ them.Technology infrastructure is evolving to enableorganisations to go into 'the cloud' and virtualise. Thecontextually aware internet (enabled by smart devices) iscreating autonomous, omni-channel customers. Customersare sometimes shutting organisations out of theconversation as service becomes crowd sourced throughsocial networks.

Based on quantitative research from the UK, US, China,Hong Kong, Singapore, India and Australia, the session looksat how traditional models of customer experience designand delivery from the contact centre and website throughto the retail store and bank branch are being challenged bythese emerging future customer behaviours.

Dr. Nicola MillardDr Nicola Millard is a customer experiencefuturologist with BT. Despite working for atechnology company, Nicola isn't actually atechnologist and combines psychology withfuturology to try and anticipate what might belying around the corner for both customers andorganisations (sadly, her crystal ball is currentlybroken).

Nicola likes nothing better than to challenge conventional businessthinking; from how call centres are managed to the ways in whichpeople work.

Networking Party

18:15 – Networking Party, Cobra beer, wine, soft 20:00: drinks and canapes with Guest Speaker

Lord Bilimoria,Chairman, Cobra Beer Partnership

Lord BilimoriaKaran Bilimoria left India for his higher education inthe United Kingdom and founded Cobra Beer whenhe was a 27-year-old Cambridge law graduate with£20,000 in student debts. His mission: To brew thefinest-ever Indian beer and to make it a global beerbrand.

Today, Cobra Beer is one of the fastest-growing beer brands in theUK; it exports to nearly 50 countries around the world and has aretail-value turnover of £126 million.

Karan is Chairman of the UK India Business Council and Chancellorof Thames Valley University. He was awarded the CBE in 2004 andwas appointed The Lord Bilimoria, of Chelsea, in 2006


13

Dr. NicolaMillard

JonathanBrowne

Lord Bilimoria

ColinAdamson

Thunderhead.com is a leading provider ofenterprise solutions for customer experiencemanagement. The Thunderhead.com ONEEngagement Platform is a suite of SaaSsolutions that fundamentally change the waybusinesses engage with their customers,

employees and partners. ONE helps brands intelligently engagewith their customers across all touchpoints and manage theirjourneys, humanizing digital interactions, fostering deeperrelationships and increasing customer insight. Some of theworld’s biggest brands trust Thunderhead.com to help thembuild customer engagement and create enduring relationships.With Thunderhead.com, businesses have more power to driverevenue, brand strength, and differentiation through superiorcustomer experience. Thunderhead.com serves its globalcustomer base from offices located in North America, Europeand Asia Pacific. See: www.thunderhead.com.

Thunderhead.com; Remarkable software for business users.Memorable experiences for your customers.

www.thunderhead.com

Confirmit enables organizations todevelop and implement Voice of theCustomer, Employee Engagement andMarket Research programs thatdeliver insight and drive businesschange. Confirmit’s clients createmulti-channel, multi-lingual feedback

and research programs that engage customers, empoweremployees, deliver a compelling respondent experience, andprovide high Return on Investment.

Confirmit’s customer engagement model provides the power tolisten to the Voice of the Customer, integrate it with financialand operational data to generate powerful insight, and takeaction that will deliver effective business change and createcompetitive advantage. Confirmit has 350 employees and isheadquartered in Oslo, with offices around the world.

www.confirmit.com

Ember Services provides customermanagement consulting and analytics services.

Ember was founded on the principle that thebest business decisions are based on hard data.So, in every consulting project we will identifynot only how to make your business better, but

how much you stand to gain by doing so. We are unashamedlyfinancially focused in our support of customer strategy andoperational delivery.

This approach is complemented by our hands-on expertise andpractitioner experience in multi-channel customermanagement and a collective 100 + years experience inperformance-focused business consulting. Ember’s ManagedAnalytics Service provides comprehensive speech, text andsocial analytics on-demand. There is no expertise required orlicense fee to pay. It’s fast to deploy so we’ll quickly tell youwhat’s happening in your customer operations and what youactions you need to take.

Find out how Managed Analytics can provide a fast track toactionable customer insights. Call us today on 020 871 9797.Managed Analytics from Ember: Fast. Affordable. Insightful.

www.emberservices.com

Gallup delivers forward-thinkingresearch, analytics and advice to helpleaders solve their most pressing

problems. Combining more than 75 years of experience with itsglobal reach, Gallup knows more about the attitudes andbehaviours of the world's constituents, employees andcustomers than any other organisation. Gallup consultants helpprivate and public sector organisations boost organic growththrough measurement, strategic advice and education. Gallup's2,000 professionals deliver services at client organisations,through the Web and in more than 40 offices around the world.We are global in our presence and impact. Our focus on solvingthe world's foremost problems means our clients benefit fromworking with top experts - not just on a particular topic orsubject, but also in their particular country, region, industry andmarketplace. Combining our people's knowledge and ourcompany's science, we provide our clients with real solutions totheir most pressing problems.

James Rapinac: E: [email protected]/region/europe.aspx

Interactive IntelligenceGroup, Inc. is a global provider ofcontact centre automation,unified communications, andbusiness process automationsoftware and services for mid-

size to large organisations. Founded in 1994 and now backed bymore than 4,500 customers worldwide, Interactive Intelligenceis profitable and debt free with annual 2011 revenues of $209.5million. For the contact centre as well as the enterprise, ourstandards-based IP platform unifies every aspect of yourbusiness. Contact Centre - Cloud based, or on-premise, get everythingyour contact centre needs to offer consistent, world-classservice in a single pre-integrated application suite.

Unified Communications - Support your users with a single all-software, SIP-based IP PBX application suite that easily integrateswith your existing business applications. Business ProcessAutomation - A unique and cost-effective solution for processautomation and management running on a single platform.

www.inin.com E: [email protected] T: 01753 418845

Pitney Bowes Software isa wholly owned subsidiary ofPitney Bowes Inc. and is thesoftware division that

provides the technology and services that enable organisationsto have lifetime relationships withtheir customers. Our proven solutions enable organisations toengage with each of their customers as individuals and toconnect every customer communication ‐ outbound, inbound,marketing, sales or service ‐ into an ongoing dialogue wherecustomer insight and understanding forms the basis for eachand every interaction. We help organisations enhance thelifetime value of their customer relationships through a suite ofinnovative and compelling capabilities that integrate datamanagement, location intelligence, sophisticated predictiveanalytics, rules based decision making and cross‐channelcustomer interaction management. Together with PBS,organisations can achieve more valuable & long standingcustomer relationships built on trust, relevancy andoutstanding customer experiences as well as deliveringsignificant operational efficiencies for enhanced profitabilityand shareholder value.www.pbsoftware.eu/uk

Customer Engagement Summit - Sponsors Profile

14

QuestBack is the Europeanmarket leader for enterprisefeedback management and

offers survey and feedback software for online marketresearch, social CRM, customer experience management, andHR management. QuestBack’s software solutions providecompanies with reliable insights for making successful businessdecisions.

QuestBack has reported double-digit annual growth rates sinceit was founded in 2000. The company is headquartered in Oslo,Norway. QuestBack has subsidiaries in 17 countries and over4,000 customers across all industries.

Justyna SobkowiczE: [email protected]

Satmetrix is the leadingprovider of cloud-basedcustomer experience software

for companies worldwide. As co-developer of the industry-leading Net Promoter® methodology, our applications deliverfull process support to help companies reduce customer churn,mobilize loyal promoters, generate more powerful insights, anddrive customer obsession through accountability. For nearlyfifteen years we have focused on helping companies buildprofitable, sustainable growth through more loyal customerrelationships. Satmetrix offers the only cloud-basedapplications focused solely on Net Promoter success. Eachproduct offering helps you engage with your customers andtake action on their feedback to build stronger customerloyalty. No matter your industry or company size, you’ll find aproduct for your company’s needs.

Tom Viart, Marketing and OperationsT: +44 (0)845 371 1051 E: [email protected]

Seren is a new breed of multichannel customer engagement consultancy formed through the merger of Seren Partners and Foviancein August 2012.

We have built our services around three ways to help our clients. We RESEARCH and understand customers, ensuring our clients don’thave to guess, we blueprint and DESIGN interactions, creating experiences that are distinctive, and we MEASURE and optimise, toensure the customer experience is both valuable and continually improving. We are trusted by some of the world’s best brandsincluding: Barclays, Vodafone, ITV, Ladbrokes, Dell, Tesco, Everything Everywhere, Sky, John Lewis, De Beers, O2, Nokia, Samsung,Microsoft…

Seren: E: [email protected] T: 020 7749 2549

Professional Planning Forum is anindependent industry body established in 2000,we promote best practice and effective planningin customer contact operations. We work in allsectors to provide strategic advice and bestpractice support for managers and to offerspecialist training and accreditation for planning

and analysis.

Facilitating nine communities of best practice, which can beaccessed from the buttons to the left of this webpage, our aimsare to:-• Establish professionalism in planning and analysis across all

customer contact operations.• Promote best practice benchmarking as a planning

methodology that every manager needs to embrace.• Offer year-round advice and support for our members.• Provide specialist training, qualifications, standards and

accreditation.• Work with industry leaders to champion the needs of our

members and encourage innovation.

The Planning Forum run the Customer Strategy and Planningconference, attended by over 650 senior managers, plannersand analysts to be held in Warwickshire on 29 – 30 April.

T: 0333 123 5960 E: [email protected]

ClerksWell are a leadingSitecore specialist partner basedin London. They implement the

full range of Sitecore products and specialise in user experienceand engagement. ClerksWell are experts in technical planningand integration, offering a range of support, health checks andtroubleshooting services. They work collaboratively withbusinesses to maximise their investment and optimise digitalmarketing. We also offer simple implementation of intranets,with EasyShare, our business ready intranet solution based ofSharePoint 2010.

Nina AndersonE: [email protected] +44 (0) 20 7689 8800www.clerkswell.com

Customer Engagement Summit - Sponsors Profile

Summit Partners

15

The only joined-up customerexperience event to drive customerand employee engagement solutions,performance and profitability.

From the organisers of the hugelysuccessful Directors Forums series and theCustomer Engagement Network a Summitproviding customer engagement andemployee engagement insights andprofitable solutions across all channels

Customer

Engagement

Summit 2013

22-23 October

London

Customer Engagement Directors Forums and Summit are organised by

www.customerengagementnetwork.com

For Sponsorship opportunities contact: Chris WoodE: [email protected]: 01932 340367 M: 07775 604011

For Speaking opportunities contact: Steve HurstE: [email protected]: 07545 088407

The CustomerEngagementNetwork series ofDirectors Forums

are rapidlyestablishing

themselves as ‘mustattend’ events for senior executivesworking in the customer space who arelooking for winning customer andemployee engagement strategies.

• February 14th Customer Feedback

• March 20th Customer Engagement in Retail Sector

• April 24th B2B Customer Engagement

• May 23rd Mobile Customer Engagement

• June 13th Customer Engagement in Financial Services

• July 17th Customer Engagement in the Public Sector

• September 19th Employee & Customer Engagement

• November 7th Social Media Customer Engagement

• December 5th Omni Channel Customer Engagement

To be confirmed:Customer Engagement for Sales & Marketing

Directors Forums -Programme for 2013:

2012 Customer Engagement Summit Guide

Documents

Transcript of 2012 Customer Engagement Summit Guide