THE CHANGING FACE OF CUSTOMER EXPERIENCE

THE POWER OF THE HUMAN TOUCH IN A DIGITAL WORLD
CONUNDRUM OR OPPORTUNITY?

CCA CONVENTION, GALA DINNER & AWARDS

15-16 November 2017 - Hilton Glasgow

Debating and learning from like-minded colleagues and peers is not only important but often invaluable in helping us make the best and most informed decisions for our businesses.

TESTIMONIALS CONTRIBUTORS AGENDA WHO WILL ATTEND REGISTER NOW SPONSORS VENUE

Delegate Testimonials

"I loved the Dragon's Den approach - allowed a sales pitch to the audience while not feeling like a sales pitch and giving some invaluable information."
Business Development Director, Arvato UK & Ireland
"It was great to have so many good speakers which connected to help me shape the direction for my organisation in the coming years."
Head of Contact, Sussex Police
"There was so much energy, passion and enthusiasm in the room for something we all do every day of our working lives - providing a great experience for our customers and our people."
Head of Contact Centre Service, Clydesdale & Yorkshire Banks
"Highly relevant topics and presenters who are experts in their subject matter and who could share in simple language their experience and learning and opportunities presented."
Head of Operations, CYBG
"It was a fast paced, interesting day sharing industry standards and updates, teamed with the opportunity to network with like-minded colleagues."
Customer Service Manager, HomeServe

2017 Contributors

Anne Marie Forsyth

Chief Executive, CCA

Ben Page

Chief Executive, Ipsos MORI

Kaye Adams

TV Presenter and Radio Host

Greg Reed

Chief Executive Officer, HomeServe Membership

Leon Smith

Captain of GB Davis Cup Team

Kate Mollinson

CBT Therapist, NHS 24

Maureen McIntosh

Head of Customer Experience, SGN

Dr Liberty Vittert

Mitchell Lecturer, University of Glasgow

Sally Fuller

Product Director, Vodafone Global Enterprise

Jules Collins

Head of Call Centres, Nationwide Building Society

William Montgomery

CEO, TEN

Chet Chauhan

VP Product Management, Salesforce

Pam Heslop

Head of Customer Support Operations, Lloyds Banking Group

Laura Irvine

Partner and Solicitor Advocate, BTO Solicitors LLP

Julie Howe

Quality Assurance Manager, Journeycall

Ola Clark & Carla Savelli

Customer Centric Design Analysts, Atos

Claire Davey

DIRECTOR DIRECT DISTRIBUTION, SKIPTON BUILDING SOCIETY

Daniel Liu Yin

SENIOR PRODUCT MANAGER, RING CENTRAL

Steve Benton

SALES DEVELOPMENT DIRECTOR, ORACLE

Simon West

Director of Alliances, Twilio

Prakash Arunachalam

Chief Information Officer, Servion

John Connors

Senior Director, Digital Transformation EMEA, eGain

Agenda

Download the programme (PDF)


2016 Speakers

Liz Barclay

Chair of CCA Standard Council

Matthew Poyiadgi

Vice President EMEA, Pearson VUE

Simon Separghan

MD, Global Contact & Digital Channels, Barclays

Danielle MacLeod

Customer Service Director, Sky

Chet Chauhan

VP Product Management, Salesforce

Darryl Beckford

Head of Digital Acceleration, KCOM

Toby Wickenden

Head of Customer Contact Consultancy, Vodafone

Sophie Dekkers

UK Country Director, Easyjet

Ben Page

CEO, Ipsos MORI

Ian O’Doherty

Chief Executive, MBNA

Louise Beardmore

Customer Service Director, United Utilities

Mike Barnard

Executive Director, Capita

Mark Gait

Head of Customer Service, O2

Amanda Craig

Head of Strategy Innovation and Development, Atos

Kevin McGuire

Senior Operations Manager, Scottish Widows

Richard Kenny

Head of Global Contact Centre and Alliance Marketing, Plantronics

Paula Kennedy

VP Global Account Management, Convergys

Joanne Webber

Partner Commercial Relationship Manager, Npower

Ken Wheeler

Vice President, EMEA, Arise Virtual Solutions

Matt Bateson

Customer Experience Director, Oracle

Darren Frost

Head of Service Development, Home Retail Group

Arceeb Moughal

Director of Commercial, Kura

Rick Sturge

Executive VP, Firstsource

Collette Flattery

Head of CSC, Orbit Housing

Steve Plummer

Head of Delivery, After Digital

Cat Leaver

Head of Strategy, After Digital

Helen Murray

Chief Customer Solutions Officer, Webhelp

Natalie O’Donnell

Operations Manager, Tesco Bank

Ros Taylor

Psychologist and Author, Ros Taylor Company

Gala Dinner and Awards

CCA Excellence Awards will be hosted at the CCA Gala Dinner in Glasgow on 16 November 2017.

It is the most prestigious awards ceremony in the customer service and contact centre profession. The coveted awards highlight the achievements of individuals and companies throughout the industry, and bring together peers in mutual celebration.
Winning can positively impact reputation and morale across the team and wider organisation - that's why CCA Excellence Awards is the No. 1 aspirational programme for many organisations


Who Will Attend

Previous delegates include;

Aberdeen City Council • ACCA • Adactus Housing Group • Advice Direct • After Digital • Agilisys • AIG Insurance • AproCS • Arise Virtual Solutions • Arvato UK and Ireland • Ascensos • Atos • ATOS (NS&I) • Barclays Bank • Barclays Retail Bank • Barclays Wealth • BBC • British Gas Smart Metering • Calmac Ferries • Capita Dixons Carphone • Capita BBC Audience Services • Capita Customer Management • Capita Life & Pensions Regulated Services • Capita O2 • Chelmer Housing Partnership • Cheshire East Council • City Facilities Management • Convergys • Co-operative Bank • Coventry Building Society • CPM UK • Custerian • CYBG • Dacarnie • Diageo • Dixons Carphone Group • DPD Ireland • DVLA Contact Centre • DWP • Easyjet • Ember Services • Equiniti • ESB Networks • Etihad Airways • FEXCO • Financial Conduct Authority • Findel Education • Firstsource • Gas Networks Ireland • GAVI Alliance • Glasgow Caledonian University • Glory Global Solutions • Halifax General Insurance • Harper Collins Publishing • HMRC • HomeServe • HRSC • ICON Communication Centres • Indigo Lighthouse Solutions Europe • Intradiem • Invest Northern Ireland • Irish Water • JB Global • Journeycall • Kcom • KNOWHOW • KURA • Legal & General Retirements • Liberata UK • Liverpool Victoria • Lloyds Banking Group • Marks & Spencer • MBNA • Merchants South Africa (A Dimension Data Company) • Nationwide Building Society • NFU Mutual • NHS 24 • nPower • NS&I • Open Text • Oracle • Orbit Group • Panviva Pty • Parseq • Pearson VUE • People's Postcode Lottery • Pindrop • Plantronics • Police Scotland • QPC • RAC • RBS • RBS Group • Sainsbury's Argos • Sainsburys Bank • Salesforce • SalesSense • Samsung • Santander • Scottish Power • Scottish Widows • Search Consultancy • Servion Global Solutions • SGN • Shop Direct Group • Sky UK • Standard Life • Stellar Europe LLC • Student Loans Company • Sussex Police • Sykes Europe -Telefonica UK • TeleTech • Ten • Tesco Bank • Tesco Mobile • The Pensions Regulator • This is Ape • United Utilities • Virgin Atlantic • Virgin Money • Vodafone Global Enterprises • Vodafone Ltd • Voxpro • Webhelp TSC • Wheatley Group • WorldPay

Book Now

IC/Accred Member Non Member Supplier
2 Day pass £699 +VAT £749 +VAT £999 +VAT £1495 +VAT
Gala Dinner - Individual £229 +VAT £229 +VAT £329 +VAT £499 +VAT
Corporate Table for 10 £2295 +VAT £2295 +VAT £3995 +VAT £4995 +VAT

There are preferential rates available for accommodation at the venue until 3rd October – Click here to book.

Register now for the event:

Sponsors

Platinum Partner

Salesforce, the global CRM leader, enables companies to connect to their customers in a whole new way. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry.

For more information, visit www.salesforce.com


Gold Partners

Vodafone is one of the world's largest telecommunications companies and provides a range of services including voice, messaging, data and fixed communications. Vodafone has mobile operations in 26 countries, partners with mobile networks in 55 more, and fixed broadband operations in 17 markets. For more information please visit: www.vodafone.com.

Vodafone Global Enterprise, a subsidiary business unit of Vodafone Group, provides a comprehensive range of managed communications services to many of the world's leading global companies. It supports communications wherever its customers are present: Europe, the Middle East, Africa, Asia Pacific and the Americas. Please visit: www.enterprise.vodafone.com.

Servion enables business transformation for enterprises in the area of Customer Experience Management (CEM). Over the past two decades, Servion has evolved from being a single channel (voice) interaction expert to being an industry pioneer in omnichannel customer experience. Servion manages over 10 billion customer interactions annually across 60 countries in 6 continents. 3 out of the top 5 banks, 2 out of the top 5 insurance firms and 5 out of the top 10 telcos work with Servion to improve their customer experience.

For more information, visit www.servion.com


Silver Partners

Twilio's mission is to fuel the future of customer and business communications. Developers and businesses, such as ING, Airbnb, Coca-Cola, and EMC, use Twilio to make communications relevant and contextual by embedding messaging, voice, video, and authentication capabilities directly into their web, desktop, and mobile software.

We take care of the messy telecom hardware and expose a globally available cloud API that developers can interact with to build intelligent and complex communications systems. Twilio is reinventing the communications market, by migrating from its 150-year legacy in hardware to its future in software.

For more information, please visit https://www.twilio.com/

RingCentral, Inc. is a leading provider of global enterprise cloud communications and collaboration solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers today’s mobile and distributed workforce to communicate, collaborate, and connect from anywhere, on any device. RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact center solutions. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows.

For more information, please visit https://www.ringcentral.co.uk

With more than 420,000 customers - including 100 of the fortune 100 - and with deployments across a wide variety of industries in more than 145 countries, Oracle offers a comprehensive and fully integrated stack of cloud applications, platform services and engineered systems.

Customers worldwide rely on Oracle's complete, moder, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enteprise performance management, enterprise resource planning, human capital management, supply chain management, and more. Oracle's solutions supports organisations and companies of all sizes for all types of cloud-based scenarios, including public, private, and hybrid clouds.

For more information, please visit: https://www.oracle.com/.

Gamma is a tier 1 provider of business voice, data, mobile and cloud services, either fully converged or integrated and delivered in a transparent managed services relationship.

Unlike many providers, we’re not beholden to costly legacy assets. We are next generation in our thinking and our network.

We focus on availability, reliability and quality of our network and platforms that underpin our solutions, whatever the challenge. All designed to help remove cost and complexity from communications infrastructures.

Customers remain in control of their communications estates whilst relying on the Gamma network and support of knowledgeable and responsive customer advocates.

For more information, visit https://www.gamma.co.uk/.

Arise Virtual Solutions is a work-at-home, Business Process Outsourcing (BPO) company that uniquely blends crowdsourcing innovation, cloud-based technology and operational efficiencies to power its services and solutions. Recognised as a pioneer in the call centre industry, Arise has been delivering services in the cloud for nearly a decade through its network of tens of thousands of independent, home-based customer service, sales, and technical support providers in the UK, Ireland, Canada and the USA.

For more information, please visit http://www.ariseworkfromhome.co.uk/

eGain customer engagement solutions make digital transformation easy for leading brands. Based on a unified omnichannel platform for AI knowledge-powered customer engagement, our top-rated cloud applications for web, mobile, social and contact centers help deliver connected customer journeys across touchpoints, while enabling the business to optimize those journeys and contact center performance.

For more information, please visit http://www.egain.com/.


Exhibitors

Contact centres of all sizes, all over the world use injixo’s cloud workforce management solution every day to schedule their employees. injixo helps contact centres by automatically forecasting future workloads for all channels and calculating staffing requirements in the most efficient way taking into account all relevant KPI’s. injixo empowers employees to actively take part in the scheduling process, accessing shifts and managing leave on the move, via their mobile device. Conveniently connect your ACD and other external data sources to injixo and make decisions that impact your customers in real-time!

For more information, please visit https://www.injixo.com/uk

Noble Systems is a global leader in the customer communications industry, providing innovative solutions for Contact Centre, Workforce Management, and Analytics technologies. Tens of thousands of agents at 4,000+ client installations worldwide use Noble platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management and compliance tools for companies of all sizes. Our premise, cloud, and hybrid platforms include ACD, predictive dialling, blended processing, recording and monitoring, IVR, messaging, regulatory compliance, interaction analytics and workforce management.

For more information, please visit: http://noblesys.com/.

Kura provides award winning outsourced contact centre services from its four locations across the UK.  Our software subsidiary, Inisoft, develops omni-channel customer engagement solutions, including unified agent desktops, which are sold globally and used by many leading brands.   Kura is in business because we want to help people to develop and reach their full potential.  We’re building a culture that shifts the mind-set from focusing on "things and stuff" to "people and behaviour".  We call this process "Crossing the Bridge".  Our vision is, to one day, be recognised as "Unrivalled in Developing People".

To find out more, please visit www.wearekura.com or www.inisoft.com

EvaluAgent is on a mission to transform the world’s contact centres through a range of innovative software solutions that are cloud-based, proven in the field, and supported by experts.

This pioneering approach is exemplified by its best-of-breed Quality Monitoring software that guarantees you’ll never have to refer to a spreadsheet ever again!

For more information, please visit https://www.evaluagent.com/ .


Headline Gala Dinner Partner

Plantronics offer end-to-end services that help contact centres. We’re more than just hardware. What’s special is our expertise. We help deploy, manage and support your headset investment. Our services include site inspections and audits to ensure the right device. And after deployment, we offer training, reviews and 24/7 support. Making sure you’ve got what you need.

Our headsets are used in contact centres all across the world. They’ve even featured in numerous films and high profile events, including the historic “One small step for man” transmission from the moon in 1969.

For more information, please visit http://www.plantronics.com/uk/

Excellence Awards Headline Sponsor

Salesforce, the global CRM leader, enables companies to connect to their customers in a whole new way. With its innovative Customer Success Platform, Salesforce sets the global standard for customer relationship management, engagement, and intelligence by integrating sales, service, marketing, community, analytics, IoT, and app development in a trusted cloud for businesses of every size and industry.

For more information, visit www.salesforce.com

Digital Partner

After Digital is an award-winning digital agency with over 19 years’ experience in delivering innovative digital solutions including: strategy and transformation consultation; UX & responsive web design and development; content strategy; SEO management; social media; PPC and online display advertising. For more information, please visit www.afterdigital.co.uk.


Partner Testimonials

John Hernandez COO & SVP Service Cloud, Salesforce
PLATINUM PARTNER

Toby Wickenden, Head of Customer Contact Consultancy, Vodafone
PLATINUM PARTNER



Venue

The conference will held at the Glasgow Hilton. There are preferential rates available for accommodation at the venue until 3rd October – Click here to book.