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18 - 19 September, 2018|London, UK

Your Agenda: Join the movement towards delivering an unforgettable experience

Day One

08:30 - 09:00
Create Impactful and Meaningful Customer Experiences

With customer expectations continually changing, it is critical that brands can personalize customer interactions that are consistent across all touchpoints.

Levi’s share what CX means to them in a digital age and how customer support plays an important role in building customer loyalty. Hear Levi’s plans to accelerate their customer engagement across the organisation.

Seth Ellison Seth Ellison President Europe Levi Strauss & Co.

08:30 - 09:00
KLM Case Study: Embrace new technologies to advance 24/7 Social Support across multiple languages

Hear how KLM are integrating new technologies to scale their social support whilst maintaining human contact and points of need. Learn how KLM is advancing social support whilst ensure they stay personalised and relevant to the customer

KLM Royal Dutch Airlines Carolijn Hauwert Manager Social Media Hub KLM Royal Dutch Airlines

08:30 - 09:00
The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence
  • Harness the power of bots & AI without impacting customer experience
  • Break the CX equation through social messaging channels

Conversocial Joshua March Founder and CEO Conversocial

08:30 - 09:00
Transforming operations to customer delivery: How Danske Bank is delivering an exceptional customer service through new technology, platforms and strategy

In this session hear how Dankse Bank are repositioning their customer care delivery from workforce changes, to leveraging self-service and beyond. This session will share their journey to transforming a historic operations culture to one that is innovative and puts the customer at the centre.

Danske Bank Rob De Ridder EVP Customer Service Delivery Danske Bank

08:30 - 09:00
PANEL: Create a customer centric organization
  • How to change your organisation to one focused on customers through education, emotion, and customer interaction.
  • How to ensure customer voices are heard constantly, break down barriers with much leaner decentralized decision making
  • As consumers switch between channels ensure streamlined communication and the right answers no matter what channel

Orange Group France Heringer-Jallot Senior Vice President, Customer Experience and Sales Orange Group

First Utility Stuart Wheatcroft Digital Services & Social Media Operations Manager First Utility

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

Snak Academy Guy Stephens Co-founder Snak Academy

08:30 - 09:00
Enabling frontline staff through happiness at work: Melting the Iceberg of Ignorance travel

Sarah will discuss removing barriers in your business to giving great customer service by empowering your frontline agents to make meaningful changes. This will include innovative examples of how to motivate your teams, improving retention, and creating meaningful changes to engage employees in the long term.

Sarah will give real life examples and take home advice for implementing a happy workplace which enables great customer service. Highlighting the benefits this has to your entire organisation.

Sure Petcare Sarah Metcalfe Head of Customer Service Sure Petcare

08:30 - 09:00
Customer Service or Customer Experience?

With customer experience roles on the rise, we want to delve into how this is changing the customer service role – and how this fits within the broader experience strategy

Marks & Spencer Jo Moran Head of Customer Service Marks & Spencer

08:30 - 09:00
HP's Journey in Social Media
  • Shift to digital, how to change company behaviour and adjust to customer needs
  • Connecting the dots: Hear how HP collaborate effectively between Marketing, Sales & Support
  • Social Versus Digital: Understand where you should be spending your time
  • AI in customer care: Determine what you should be focusing on
  • Messaging Apps: Keep ahead of the latest social trends, deliver the better customer experience, be cost effective and measure success

HP Josef Bergman Social & Digital Customer Care Lead EMEA HP

08:30 - 09:00
PANEL: How to scale up your social support function

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

HP Josef Bergman Social & Digital Customer Care Lead EMEA HP

Airbnb Andrea Finnegan Global Service Manager, Social Media CX Airbnb

Company_Name Paolo Fabrizio Social Customer Service Trainer Social Media Scrum

Scottish & Southern Electricity Networks Troy Fisher Digital Manager Scottish & Southern Electricity Networks

Twitter Jonathon Taylor Head of Service Strategy, EMEA Twitter

08:30 - 09:00
Accelerate your Digital Customer Care Strategy in a Regulated Industry

AIB Emma Raben Contact Centre Management and Social Media Customer Support AIB

Day Two

08:30 - 09:00
Powering Great Customer Experience Through AI & Humans
  • Hear about how Barclays are utilising artificial and human intelligence to create great outcomes for customer and the organisation
  • Where do you start with AI? Simon will talk through how Barclays Global Contact Centres started with a small incubator and quickly scaled Chatbot capability across Barclays retail customer base
  • Hear about the challenges but also the great benefits to AI for your organisation and your customers

Barclays Simon Separghan Managing Director, Global Customer Operations & Digital Channels Barclays

08:30 - 09:00
Understand your team performance in more detail – How driving a culture of Customer Obsession and Empowerment drives results
  • Develop new tools to help monitor and report on staff performance, and identify gaps and opportunities for quicker resolution
  • Invest in feedback tools to understand employee satisfaction, knowledge and professional (soft) skills.
  • Set the right Key Performance Indicators (KPIs) for agents that encourage and enable personalized experiences for customers
  • Use coaching as a tool to help motivate employees to do more for your customers

Microsoft Mary McCarthy EMEA Customer Service Director Microsoft

08:30 - 09:00
Nokia’s journey to automation and how this is impacting customer care

Learn how Nokia is using AI to enhance response times and gain greater efficiencies. In this session Nokia will discuss how they are approaching automation to improve customer support.

Nokia Mairit Hollsten-Väinölä VP Customer Support, Mobile Network Nokia

08:30 - 09:00
Create a connected customer journey: restructure and align to put your customer at the centre

Hear how Volkswagen have undergone an internal restructure to best align across functions to work seamlessly across the same customer channels. In this session you will learn how to best map your customer journey and align internal structures to collaborate on the same customer goals.

Volkswagen AG Joachim Franz Head of Customer Experience Management Volkswagen AG

08:30 - 09:00
Delivering Digitally: Customer Care Content That’s Useful and Used

Customers want to self-serve online but digital content fails them. Taking to social media, email, chat and voice, they get help from your support team. So, job done, apparently - except that it can be done better. In this session, we’ll show how established digital marketing tools and methods improve digital customer care content to dramatically reduce the customer’s need to call and increase satisfaction.

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

08:30 - 09:00
Put your customer’s experience centre stage and become ‘daymakers’

Hear how Radisson Hotel Group are looking beyond responsive social customer care to pre-emptive social customer care. Radisson Hotel Group will share how they are listening across social to use Surprise and Delight tactics to catch their customers off guard and create positive brand experiences. This session will focus on engaging in positive experiences to take your customer care efforts to the next level.

Radisson Hotel Group Sophie Elizabeth Clarke Social Media Manager, EMEA Radisson Hotel Group

08:30 - 09:00
Educating the future Customer Service staff
  • How the rise of new technologies will affect learning methods, knowledge base and role of the CS staff
  • Meet the needs of the new generations in format and content
  • Develop soft skills and problem solving through training whilst maintaining the human factor

Toyota Jos De Boes Former General Manager Customer Service Support Toyota

Day One

08:30 - 09:00
Create Impactful and Meaningful Customer Experiences

With customer expectations continually changing, it is critical that brands can personalize customer interactions that are consistent across all touchpoints.

Levi’s share what CX means to them in a digital age and how customer support plays an important role in building customer loyalty. Hear Levi’s plans to accelerate their customer engagement across the organisation.

Seth Ellison Seth Ellison President Europe Levi Strauss & Co.

08:30 - 09:00
KLM Case Study: Embrace new technologies to advance 24/7 Social Support across multiple languages

Hear how KLM are integrating new technologies to scale their social support whilst maintaining human contact and points of need. Learn how KLM is advancing social support whilst ensure they stay personalised and relevant to the customer

KLM Royal Dutch Airlines Carolijn Hauwert Manager Social Media Hub KLM Royal Dutch Airlines

08:30 - 09:00
The Future of Customer Service in the Era of Social Messaging & Artificial Intelligence
  • Harness the power of bots & AI without impacting customer experience
  • Break the CX equation through social messaging channels

Conversocial Joshua March Founder and CEO Conversocial

08:30 - 09:00
Transforming operations to customer delivery: How Danske Bank is delivering an exceptional customer service through new technology, platforms and strategy

In this session hear how Dankse Bank are repositioning their customer care delivery from workforce changes, to leveraging self-service and beyond. This session will share their journey to transforming a historic operations culture to one that is innovative and puts the customer at the centre.

Danske Bank Rob De Ridder EVP Customer Service Delivery Danske Bank

08:30 - 09:00
PANEL: Create a customer centric organization
  • How to change your organisation to one focused on customers through education, emotion, and customer interaction.
  • How to ensure customer voices are heard constantly, break down barriers with much leaner decentralized decision making
  • As consumers switch between channels ensure streamlined communication and the right answers no matter what channel

Orange Group France Heringer-Jallot Senior Vice President, Customer Experience and Sales Orange Group

First Utility Stuart Wheatcroft Digital Services & Social Media Operations Manager First Utility

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

Snak Academy Guy Stephens Co-founder Snak Academy

08:30 - 09:00
Enabling frontline staff through happiness at work: Melting the Iceberg of Ignorance travel

Sarah will discuss removing barriers in your business to giving great customer service by empowering your frontline agents to make meaningful changes. This will include innovative examples of how to motivate your teams, improving retention, and creating meaningful changes to engage employees in the long term.

Sarah will give real life examples and take home advice for implementing a happy workplace which enables great customer service. Highlighting the benefits this has to your entire organisation.

Sure Petcare Sarah Metcalfe Head of Customer Service Sure Petcare

08:30 - 09:00
Customer Service or Customer Experience?

With customer experience roles on the rise, we want to delve into how this is changing the customer service role – and how this fits within the broader experience strategy

Marks & Spencer Jo Moran Head of Customer Service Marks & Spencer

08:30 - 09:00
HP's Journey in Social Media
  • Shift to digital, how to change company behaviour and adjust to customer needs
  • Connecting the dots: Hear how HP collaborate effectively between Marketing, Sales & Support
  • Social Versus Digital: Understand where you should be spending your time
  • AI in customer care: Determine what you should be focusing on
  • Messaging Apps: Keep ahead of the latest social trends, deliver the better customer experience, be cost effective and measure success

HP Josef Bergman Social & Digital Customer Care Lead EMEA HP

08:30 - 09:00
PANEL: How to scale up your social support function

As your social support team continues to grow, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows and fully embedding social into your contact center operations.

HP Josef Bergman Social & Digital Customer Care Lead EMEA HP

Airbnb Andrea Finnegan Global Service Manager, Social Media CX Airbnb

Company_Name Paolo Fabrizio Social Customer Service Trainer Social Media Scrum

Scottish & Southern Electricity Networks Troy Fisher Digital Manager Scottish & Southern Electricity Networks

Twitter Jonathon Taylor Head of Service Strategy, EMEA Twitter

08:30 - 09:00
Accelerate your Digital Customer Care Strategy in a Regulated Industry

AIB Emma Raben Contact Centre Management and Social Media Customer Support AIB

1 Week Extension - Use Code LCX to SAVE £100

There are only a limited number of passes left - Secure your place now!

Day Two

08:30 - 09:00
Powering Great Customer Experience Through AI & Humans
  • Hear about how Barclays are utilising artificial and human intelligence to create great outcomes for customer and the organisation
  • Where do you start with AI? Simon will talk through how Barclays Global Contact Centres started with a small incubator and quickly scaled Chatbot capability across Barclays retail customer base
  • Hear about the challenges but also the great benefits to AI for your organisation and your customers

Barclays Simon Separghan Managing Director, Global Customer Operations & Digital Channels Barclays

08:30 - 09:00
Understand your team performance in more detail – How driving a culture of Customer Obsession and Empowerment drives results
  • Develop new tools to help monitor and report on staff performance, and identify gaps and opportunities for quicker resolution
  • Invest in feedback tools to understand employee satisfaction, knowledge and professional (soft) skills.
  • Set the right Key Performance Indicators (KPIs) for agents that encourage and enable personalized experiences for customers
  • Use coaching as a tool to help motivate employees to do more for your customers

Microsoft Mary McCarthy EMEA Customer Service Director Microsoft

08:30 - 09:00
Nokia’s journey to automation and how this is impacting customer care

Learn how Nokia is using AI to enhance response times and gain greater efficiencies. In this session Nokia will discuss how they are approaching automation to improve customer support.

Nokia Mairit Hollsten-Väinölä VP Customer Support, Mobile Network Nokia

08:30 - 09:00
Create a connected customer journey: restructure and align to put your customer at the centre

Hear how Volkswagen have undergone an internal restructure to best align across functions to work seamlessly across the same customer channels. In this session you will learn how to best map your customer journey and align internal structures to collaborate on the same customer goals.

Volkswagen AG Joachim Franz Head of Customer Experience Management Volkswagen AG

08:30 - 09:00
Delivering Digitally: Customer Care Content That’s Useful and Used

Customers want to self-serve online but digital content fails them. Taking to social media, email, chat and voice, they get help from your support team. So, job done, apparently - except that it can be done better. In this session, we’ll show how established digital marketing tools and methods improve digital customer care content to dramatically reduce the customer’s need to call and increase satisfaction.

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

08:30 - 09:00
Put your customer’s experience centre stage and become ‘daymakers’

Hear how Radisson Hotel Group are looking beyond responsive social customer care to pre-emptive social customer care. Radisson Hotel Group will share how they are listening across social to use Surprise and Delight tactics to catch their customers off guard and create positive brand experiences. This session will focus on engaging in positive experiences to take your customer care efforts to the next level.

Radisson Hotel Group Sophie Elizabeth Clarke Social Media Manager, EMEA Radisson Hotel Group

08:30 - 09:00
Educating the future Customer Service staff
  • How the rise of new technologies will affect learning methods, knowledge base and role of the CS staff
  • Meet the needs of the new generations in format and content
  • Develop soft skills and problem solving through training whilst maintaining the human factor

Toyota Jos De Boes Former General Manager Customer Service Support Toyota

Hayley Dunn

Hayley Dunn

Head of Strategy
Incite Group

US: 1 800 814 3459 ex.7236

UK: +44 (0) 207 375 7236

Email: hayley@incite-group.com

1 Week Extension - Use Code LCX to SAVE £100

There are only a limited number of passes left - Secure your place now!