15 June 2017 - RBS Bishopsgate

The programme will profile excellence with winning presentations and keynotes from leading brands and challenge the supply market to tell us why their offering results in better customer experiences.


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John Hernandez COO & SVP Service Cloud, Salesforce

"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



Registration and refreshments


Welcome & Introductions – Louisa Preston

Louisa currently works on BBC London news, the Greater London regional news programme, as a newsreader/occasional reporter, mostly working the early morning bulletins on BBC Breakfast. Louisa will facilitate the day and offer her thoughts and views on the day’s content.


Disrupting with purpose – Mark Shayler

Mark Shayler presented at CCA Convention in November 2016 and argued that seismic change is an opportunity and that disruption can be used positively to create better quality lives, better businesses and a better planet.

Mark’s view is that there will only be two ways of making an impact in the future: being big or being fast. You can be big and succeed by size slows you down. Stay fast, operate in an agile way, and stay ahead of the others.

Join us for what will be another entertaining, dynamic and thought-provoking session.


Customer Service Excellence – Tammy Martin, Omni-Channel Director, Barclays

Why would customers want to use mobile chat? The team at Barclays understand why and offered secure live-chat to customers, receiving an overwhelming response. Tammy will outline the benefits, customer results, and how they agreed stakeholder buy-in and how this has impacted voice demand across the business.


Who's Responsibility is Digital Anyway? The dilemma of digital transformation - After Digital

Digital transformation seeks to revise how your business uses digital, identify the gaps and provide solutions. This involves your processes, systems, tools, proposition and communications but, most importantly, your people. Ultimately, digital transformation is all about analysis, planning and delivery. But, is digital transformation a bit short-sighted? In this session, Cat will explore the true potential of digital, the challenges and major pitfalls and how to implement effective practices that you can take actionable learnings from.


Do Customers Still Want to Talk to People? - Simon Hunt, Director of Products & Solutions, Capita

Organisations are seeking the holy grail of the ultimate customer journey that creates the brand advocacy they dream of yet what does that customer journey look like? Are customers really happy to self-serve and even talk to robots or does voice still have a role to play in the future of customer service provision? Customers are asking for simplification and personalisation in face-to-face, voice and email channels, yet companies continue to grow the number of channels they offer without being able to seamlessly integrate them. Simon Hunt from Capita will discuss what the current industry trends are telling us and what we see as the UK’s leading customer service provider.


Lunch & Networking


Customer Service Excellence – James Leech, Head of Digital Contact, Technology and Innovation - Customer Management Centres, Sainsbury’s Argos

The integration of all business processes and the smoothing of pricing or other typical channel ‘borders’ can often feel like a tall order. It is. Even if we share a common definition of channel integration, there are still many ways for a business to approach the challenge.


Customer Service Excellence – Conversational Service - Gary Stimson, Regional Sales Director, Salesforce

Today’s customers are more connected that ever before, and customer service is on the front lines of delivering on customer expectations. Whether you’re making your business operations more efficient or making service fast and easy, your customers expect you to deliver proactive service on every new channel as it emerges. Learn how you can deliver smarter, faster service for today’s mobile-first world.


The Dragon’s Den

Following on from a hugely successful session at our Annual Convention in November 2016, we have selected a few of today’s most innovative customer service partners to pitch to you about their unique technology or service with the aim of ‘securing investment’ from our panel of Dragons.

Pitch 1:

Differentiation is Built – Not Bought - Twilio

Companies who provide completely differentiated customer experience are obsessive about it, CSAT, NPS and app store ratings are not just given lip service. Twilio believes that this level of CX differentiation cannot be bought from a software company that is providing the same software to all the other companies in your market, truly great customer experiences are built by businesses themselves.

Pitch 2:


Digital transformation requires three ingredients - people, places and technology. Organisations have traditionally focused on just the technology aspect, however, without a successful approach in all three of these, you will not be able to deliver a customer experience that retains and wins customers.

Pitch 3:


The Customer Engagement Centre is all about enabling customer service that is convenient no matter the channel (text, visual or voice) anytime, anywhere (at home, on the go or at work).

To truly reimagine the customer experience, however, it is not simply enough to provide the capabilities mentioned above. Experts from Aspect will demonstrate how you can develop your organisation to deliver a complete customer engagement centre in the cloud.

Pitch 4:

Building a Great Multi Channel Experience - Zendesk

Your customers are ready to connect with your business in more ways than ever before. In today's digital world, the web, mobile app, e-mail, phone, and live chat are all engagement channels they expect you to deliver - seamlessly. Are you ready to meet your customers where they are and grow your business?

Join us for this presentation and discover how Zendesk can help you improve the experience for your customers and build stronger relationships.


Make your investment choice!


Building remarkable relationships - William Montgomery, CEO, Ten

Let us help you to identify the key steps you can take to be the best of which you are capable, to engage and influence others and build remarkable relationships in business and beyond.

Ultimately you will understand how to ritualize those transformational habits that enable you to feel calm, confident and empowered and to be clear about what to do and how to be to build remarkable relationships with others.


Drinks, canapes and networking

Join us as we celebrate the success of our CCA Global Standard Accredited Members with a short presentation of Awards followed by drinks, canapes and networking.




Louisa Preston


Mark Shayler

Founder, Ape and The Do Lectures

William Montgomery


Tammy Martin

Omni-Channel Director, Barclays

James Leech

Head of Digital Contact, Technology and Innovation - Customer Management Centres, Sainsbury's Argos

Chris Book

Marketing Manager, Twilio

Simon Hunt

Director of Products & Solutions at Capita

Richard Kenny

Head of Global Marketing, New Business Models, Plantronics

Jason Griffin

Solutions Consultant, Aspect Software

Dave Vernon

Senior Solutions Consultant, Aspect Software

Cat Leaver

Head of Strategy, After Digital

Seb Wagstaff

Strategic Account Executive, Zendesk

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


Lead Partners

Salesforce, the world’s #1 CRM company and Customer Success Platform, empowers companies to connect with their customers in a whole new way, run their business from their phones, create 1-to-1 customer journeys and make smarter, more predictive decisions from anywhere in real time.

The Customer Success Platform provides ground-breaking cloud services for sales, service, marketing, community, analytics, apps and the Internet of Things. Salesforce is the fastest growing top 10 software company in the world and has been ranked as one of the World’s Most Innovative Company by Forbes for five years in a row.

For more information, please visit

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

We are the UK's leading provider of outsourced customer management services. With contact centres based right across the UK and a mature offshore delivery model that spans South Africa, Poland and India, we offer pay-as-you-go flexibility alongside a robust track record of delivery. We've been a big player in the Customer Contact marketplace for a long time, so we're trusted by major brands with a reputation for great customer relations - including John Lewis, the National Trust, O2, Debenhams and Volkswagen.

For more information, please visit

Support Partners

Twilio powers the future of business communications. Enabling phones, VoIP, and messaging to be embedded into 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. As your app's usage scales up or down, Twilio automatically scales with you. You only pay for what you use - no contracts, no shenanigans.

For more information, please visit

For businesses, more than ever before, customer service is an enterprise-wide endeavour. Aspect provides the tools and services to coordinate customer-facing activities across the front and back office, optimizing business processes and managing personnel. And thanks to the smart use and preservation of CRM and interaction data across channels, when that human touch is needed to resolve an issue, the right people with the right skill are on hand, without missing a beat. It enables our customers to route questions to answers and deliver a truly re-imagined customer experience. It’s what Aspect does.

For more information, please visit

Zendesk builds software for better customer relationships. We empower organizations to improve their customer engagement and better understand their customers.

Zendesk was built upon a simple idea: make customer service software that’s easy to use and accessible to everyone. We have expanded on that idea, and now offer a growing family of products that work together to improve customer relationships, and can be embedded and extended through an open development platform.

Our products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. Zendesk makes software for better customer relationships.

For more information, please visit

Videlica is a high growth, innovative company dedicated to improving the customer experience of our partners. Videlica's customer engagement solutions help our partners serve their customers at whatever point in the contact center and digital spectrum that interactions need support. We help our partners meet their digital transformation and customer experience goals with innovative cloud and on-premise solutions. Our reach spans three continents where we deliver enhanced customer experiences for global brands across multiple verticals. Our expertise and successful partnerships have received industry recognition such as the CCA Excellence Awards 'Best Technology Partnership, 2013'.

For more information, please visit

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


The conference is scheduled to be held at the RBS 250 Bishopsgate office.

The office is a 2 minute walk from Liverpool Street mainline and underground station. Exit the station on to Bishopsgate and turn left. Walk for about 100 metres and RBS 250 Bishopsgate is a 12 storey glass building on the right.