26 June 2018, Etihad Stadium, Manchester

THE CHANGING FACE OF CUSTOMER EXPERIENCE

  • Inform on the latest award-winning innovations in our market;
  • Explore what ‘must have’ technologies you need to consider;
  • Share detail on a proven, flexible operating model for a truly digital environment;
  • Explain how you engage your current and future workforce to truly support your brand and customer experience

CONTRIBUTORS AGENDA TESTIMONIALS WHO WILL ATTEND REGISTER NOW SPONSORS VENUE

Speakers Announced

Nicola Collister

MD
Custerian

David Holmes

Head of Sales Operations
Sky

Ian Black

Head of Customer Service
Coventry Building Society

George Roberts

Vice President Sales
Servion Global Solutions

Lindsey Rigby

B Manager
CYBG

Luis Lemus

Director Customer Engagement
Plantronics

Neil Pridham

Director of Sales Strategy EMEA
Oracle

Ameer Badri

Director, EMEA Sales Engineering
Twilio

Keiron Sanders

Deputy Director PT Operations
HMRC

Stuart Balnaves

Head of Learner Experience
UCAS

Agenda

We know that technology is disrupting how we engage with customers and employees. We know that the pace of change will continue. Our job is to make sense of what the future might look like to best serve our customers and our organisations.

Many of our businesses are still set up for a more traditional and 20th century environment that is no longer fit for purpose. Innovation in how we relate to customers and employees will be critical for future success. How can we begin to make sense of it all? How can we understand what parts of our service offering to leverage and what parts need to be decommissioned? What balance do we need to strike between automation and use of smart technologies and the power of the human touch?

0915-1000 - Registration and coffee

1000-1010 - Opening remarks from event chair

Nicola Collister, MD, Custerian

1010-1040 - Session 1 - Setting the Scene - Industry Debate

Discussing the critical questions you need answers to, our leading panel of experts will explore customer expectations to 2020, what drivers for change will shape the technology we use and how can we ensure our teams are fully equipped for the challenges ahead.

1040-1100 - Session 2 - True Customer Service Innovation - a glimpse to the future

Lindsey Rigby, B Manager, CYBG
Described by one of CCA's Excellence Awards judges as, "... a blueprint for success that could be mapped to a digitally customer centric operation in any industry. Bottling Team B DNA to the rest of the bank is one thing, but bottling it into CX to wider organisations is a best practice that many will learn from."
Winning 'Innovation in Customer Service' at CCA Excellence Awards 2017, Lindsey Rigby who leads Team B at CYBG will share how they escaped from bank legacy and developed a truly transformational and innovative new concept that will potentially change the future of banking.

1100-1120 - Session 3 - Building an Award-Winning Team

David Holmes, Head of Sales Operations, Sky
Sky's Glasgow Contact Centre Team was described by one of CCA's Excellence Awards judges as, "A genuinely compelling story of how the leadership team, all working together with the absolute belief in doing their best for their people, which in turn benefits the customer."
The Glasgow operation is Sky's biggest contact centre for the 'Save' team, it is the most complex site in the Save Estate for call types and is a base for new customer and offer trials.
Winning 'Team of the Year' for their sector at CCA Excellence Awards 2017, the Sky team will take us on the journey they have travelled to increase engagement and transform their leadership approach and how they resulted in an award-winning centre.

1120-1130 - Q&A

1130-1200 - Coffee

1200-1300 - Round-Table Focus Groups

Formally facilitated round-table discussions will offer you the chance to explore the critical questions from the morning's presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

1300-1400 - Lunch, Exhibition and Networking

1400-1415 - Review of the round-table discussions

Feedback and review of the issues top of mind from delegate discussions from the Round-Table Focus Groups.

1415-1435 - Session 4 - Creating an environment for people to flourish

Ian Black, Head of Customer Service, Coventry BS
"A great demonstration of how putting colleagues at the heart of what you do makes a real difference to overall engagement. The contact centre has led the way for the organisation and is seen as a shining beacon of good practice across the organisation. It is evident that the organisation is doing its best to embed learning across all departments." CCA Excellence Awards Judging Panel 2017
Coventry Building Society are CCA Excellence Awards 2017's Great Places to Work winner. Having the right people who live and breathe their values is paramount to providing the ongoing success at the Society. In today's economic climate, it's becoming increasingly more difficult to hire great talent, which is why they have ensured they have a first-class recruitment and onboarding experience that engages a candidate from the outset and really sets us apart. In this session they will share the secrets of their success and how the wider organisation are adopting their principles for success.

1435-1455 - Session 5 - How engagement and well-being supports the drive for global service excellence

Luis Lemus, Director Customer Engagement, Plantronics
Plantronics’ Customer Care team provide support to Plantronics’ B2B and B2C customers 24 hours a day, six days a week from four support centres in four locations worldwide, and increasingly by skilled homeworkers.
Having held CCA Global Standard© for many years, and most recently becoming the first company to achieve CCA Accreditation world-wide, Plantronics recognises that providing excellent customer service is key to converting customers into net promoters and loyal, brand ambassadors.
Luis will explain how employee engagement and well-being is critical to their success. He will discuss Plantronics’ Human Resources Strategy and how it has enabled colleagues to identify opportunities to save customers time, enhance the agent experience and improve business performance.

1455-1505 - Q&A

1505-1605 - Round-Table Focus Groups

Formally facilitated round-table discussions will offer you the chance to explore the critical questions from the morning's presentations with your peers and industry experts. Take the opportunity to table the questions you need answered to leave equipped with ideas and concepts for your own organisation.

1625 - Closing remarks

1630-1730 - Networking & drinks


Delegate testimonials and convention 2017 film

"I loved being part of this event. I met some really interesting people and the speakers were very engaging."
CEO, Ten
"Great topics, very focused and delivered by highly qualified and experienced presenters."
Business Development Director - Capita
"I enjoyed the keynote speakers and the wealth of information shared."
Business Partner - HR: People, Planning & Communication, Chartered Banker
"Highly relevant topics and presenters who were experts in their subject matter and who could share in simple language their experience, learning and opportunities presented."
Head of Operations, CYBG
"You really got an amazing attendee list and engagement. I loved the questions, the energy and the thoughtful and provocative discussion. Unstoppable CCA. Congratulations on a fabulous event and generating the best sort of conversations"
Director VGE Portfolio and Chairperson Vodafone Norway, Vodafone
"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

Previous Speakers

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

Prakash Arunachalam

Chief Information Officer, Servion

John Connors

Senior Director, Digital Transformation EMEA, eGain

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

Alex Ayers

Sales Director, Gamma Network Solutions

Mike Baker CBE

Director Personal Tax Operations, HMRC

Lesley Heaney

Head of Consumer Service, Telefónica UK

Christine Nunn

Head of Service Improvement, Student Loans Company

Mark Bloom

Sr. Director, Strategy and Operations, Salesforce

Rich Alvis

Director of Customer Service & Quality, HarperCollins

Paula Kennedy

Vice President, Global Account Management, Convergys

David Johnstone

Managing Director, After Digital

Chris Stroud

Director Customer Management, Sainsbury's Argos

James Leech

Head of Digital Contact, Technology & Innovation – Customer Management Centres, Sainsbury's Argos

Steve Fearon

Applications for Offices of Finance, Supply Chain & HR, Oracle

Mark Walton

Vice President – Europe, Arise Virtual Solutions

Paul Watson

Business Manager, Barclays Global Contact Centres, Barclays

Nicola Collister

CEO, Custerian

Luis Lemus

Global Customer Engagement Director, Plantronics

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

Platinum/Gold Members* Member Rate Non Member Rate Supplier Rate
One day pass - early bird rate until 31 Jan 2018 £279 +VAT £299 +VAT £399 +VAT £799 +VAT
One day pass - rate from 1 Feb 2018 £349 +VAT £379 +VAT £499 +VAT £899 +VAT
* Complimentary Entitlement
All Platinum/Gold Members 1 x comp place per organisation
Platinum/Gold Members who purchased Convention tickets 1 x additional complimentary place per organisation

Registration Form

Sponsors

Gold Sponsor

  • 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, modern, and secure portfolio of industry applications. Oracle offers maximum choice and flexibility, including SaaS applications for customer experience, enterprise 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/.

  • 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

  • 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/

Silver Sponsors

  • 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/

  • NewVoiceMedia is a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more. Its platform joins up all communications channels without expensive, disruptive hardware changes and plugs straight into Salesforce for full access to hard-won data. For more information, please visit: www.newvoicemedia.com.

  • 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/

  • TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates omnichannel customer experiences on behalf of leading brands across the world. The Company provides outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that creates human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery centre of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Founded in 1982, The Company's 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience

    visit www.ttec.com/emea


Venue

The conference will held at the Etihad Stadium – Manchester.