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18 - 19 September, 2018|London, UK

Your Agenda: Join the movement towards delivering an unforgettable experience

Day One

Moderator: Guy Stephens
09:00 - 09:30
Customer Service and why it matters

Seth Ellison Jo Causon Chief Executive The Institute of Customer Service

09:30 - 10:00
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.

10:00 - 10:30
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

10:30 - 11:00
Break
11:00 - 11:30
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

11:30 - 12:00
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

12:00 - 12:45
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

Sure Petcare Sarah Metcalfe Head of Customer Service Sure Petcare

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

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

Snak Academy Guy Stephens Co-founder Snak Academy

Danske Bank Rob De Ridder EVP Customer Service Delivery Danske Bank

12:45 - 14:00
Lunch
Moderator: Paolo Fabrizio
14:00 - 14:30
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

14:30 - 15:00
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

15:00 - 15:30
Meeting Clients at THEIR Moments of Need - Personalised, Immediate and Channel-less Customer Engagement.

Embracing clients at their moments of need is critical... but how are leading organisations achieving this via digital transformation of their customer engagement? Join us as we examine how our clients provide meaningful business impact to win in the highly-competitive battleground of customer experience. Discover the digital tools - Personalised Video, Chatbot, Mobile First engagement and intuitive Self-Service – that are enabling customer-obsessed organisations to embrace new market opportunities and exceed customer expectations.

Pitney Bowes Dr. Gerhard Heide Director, Global Market Strategy Pitney Bowes

Pitney Bowes Shreya Friend Director, Customer Engagement Solutions, EMEA Pitney Bowes

15:30 - 16:00
Break
16:00 - 16:60
Accelerate your Digital Customer Care Strategy in a Regulated Industry

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

16:30 - 17:15
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

17:15 - 18:30
Networking Drinks

Day Two

Moderator: Billie Lou Sastre
09:30 - 10:00
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

10:00 - 10:30
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

10:30 - 11:00
Changing face of Omni-channel and support

zendesk Prelini Udayan-Chiechi VP Marketing, EMEA Zendesk

11:00 - 11:30
Break
11:30 - 12:00
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

12:00 - 12:30
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

12:30 - 13:00
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

Clearlink Jesse Himsworth Senior Vice President, Strategy and Integrated Solutions Clearlink

13:00 - 14:00
Lunch
Moderator: Billie Lou Sastre
14:00 - 14:30
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

14:30 - 15:00
How to delight your customers in any Language

Every channel, every time zone, every language. How do you delight demanding clients across multiple markets? Learn how Monese built a world-class customer experience in a challenging sector and how Unbabel is helping high-growth businesses steal a march on their competition..

Unbabel Mike Copinger Sales Director, UK & Ireland Unbabel

Monese Lauri Haav Head of Customer Loyalty Monese

15:00 - 15:45
PANEL: Use technology to better serve your customers
  • How consumers demand service through private channels such as messaging apps
  • How to anticipate your customers’ needs using AI
  • As consumers we demand answers from multiple channels and our challenge as brands is to deliver excellent customer experiences.

TRAM Marta Ballarín Garnica Customer Service TRAM

Toyota Jos De Boes Retired iToyota GM Customer Service Support Toyota

Moderator: Sastre Martin Billie Lou Sastre Co Founder / Social Customer Care Evangelist Sastre Martin

15:45 - 16:15
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

Moderator: Guy Stephens
09:00 - 09:30
Customer Service and why it matters

Seth Ellison Jo Causon Chief Executive The Institute of Customer Service

09:30 - 10:00
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.

10:00 - 10:30
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

10:30 - 11:00
Break
11:00 - 11:30
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

11:30 - 12:00
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

12:00 - 12:45
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

Sure Petcare Sarah Metcalfe Head of Customer Service Sure Petcare

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

SYKES Victoria Georgalakis Senior Vice President, EMEA Global SYKES

Snak Academy Guy Stephens Co-founder Snak Academy

Danske Bank Rob De Ridder EVP Customer Service Delivery Danske Bank

12:45 - 14:00
Lunch
Moderator: Paolo Fabrizio
14:00 - 14:30
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

14:30 - 15:00
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

15:00 - 15:30
Meeting Clients at THEIR Moments of Need - Personalised, Immediate and Channel-less Customer Engagement.

Embracing clients at their moments of need is critical... but how are leading organisations achieving this via digital transformation of their customer engagement? Join us as we examine how our clients provide meaningful business impact to win in the highly-competitive battleground of customer experience. Discover the digital tools - Personalised Video, Chatbot, Mobile First engagement and intuitive Self-Service – that are enabling customer-obsessed organisations to embrace new market opportunities and exceed customer expectations.

Pitney Bowes Dr. Gerhard Heide Director, Global Market Strategy Pitney Bowes

Pitney Bowes Shreya Friend Director, Customer Engagement Solutions, EMEA Pitney Bowes

15:30 - 16:00
Break
16:00 - 16:60
Accelerate your Digital Customer Care Strategy in a Regulated Industry

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

16:30 - 17:15
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

17:15 - 18:30
Networking Drinks

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

Day Two

Moderator: Billie Lou Sastre
09:30 - 10:00
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

10:00 - 10:30
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

10:30 - 11:00
Changing face of Omni-channel and support

zendesk Prelini Udayan-Chiechi VP Marketing, EMEA Zendesk

11:00 - 11:30
Break
11:30 - 12:00
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

12:00 - 12:30
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

12:30 - 13:00
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

Clearlink Jesse Himsworth Senior Vice President, Strategy and Integrated Solutions Clearlink

13:00 - 14:00
Lunch
Moderator: Billie Lou Sastre
14:00 - 14:30
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

14:30 - 15:00
How to delight your customers in any Language

Every channel, every time zone, every language. How do you delight demanding clients across multiple markets? Learn how Monese built a world-class customer experience in a challenging sector and how Unbabel is helping high-growth businesses steal a march on their competition..

Unbabel Mike Copinger Sales Director, UK & Ireland Unbabel

Monese Lauri Haav Head of Customer Loyalty Monese

15:00 - 15:45
PANEL: Use technology to better serve your customers
  • How consumers demand service through private channels such as messaging apps
  • How to anticipate your customers’ needs using AI
  • As consumers we demand answers from multiple channels and our challenge as brands is to deliver excellent customer experiences.

TRAM Marta Ballarín Garnica Customer Service TRAM

Toyota Jos De Boes Retired iToyota GM Customer Service Support Toyota

Moderator: Sastre Martin Billie Lou Sastre Co Founder / Social Customer Care Evangelist Sastre Martin

15:45 - 16:15
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

UK: +44 (0) 207 375 7236

Email: hayley@incite-group.com

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription