Agenda

Morris Pentel is a Customer Experience and Contact Strategy Designer and runs one of the most respected private Customer Experience and Contact Strategy consulting businesses in the world. Based in the UK, he has a track record for successful work for some of the largest institutions and government organizations all over the world. He has delivered workshops over the last 18 months in 11 countries and his designs have influenced billions of the world’s Customer Experiences.

• Understanding customer empowerment and the need to evolve
• Exploring key trends and opportunities of the new landscape
• Staying ahead of the customer competition

Robert Sullivan is a well-respected international figure in the world of business and entrepreneurship. He is a respected academic having published in excess of 30 publications and having worked with a number of International Business Schools.  Robert is a Senior Assessor with HM Cabinet Office for the Customer Service Excellence award and visits around 3 organisations weekly to audit and assess their customer insight and satisfaction.

• Exploring customer demand and attitude towards personalization in customer service
• What is best practice? How should brands employ these key learnings when crafting strategy?
• Avoiding the potential stumbling blocks of personalization

Tania Seif is a digital marketing expert with over 10 years of experience in digital strategy and application. She was most recently the Head of Social Marketing for the sports and gambling brand Coral; leading the team named by The Drum as In-House Team of the Year 2015 at the Social Buzz Awards.

• Optimizing business processes and technologies to support a dedicated CRM system
• Organizing, automating, and synchronizing sales, marketing, customer service, and technical support
• Managing and analyzing customer interactions and data throughout the customer lifecycle

As Customer Insight Director at Getty Images, Alex helps everyone in marketing to generate and publicize insights from their channels. Her “built to grow” approach unites the whole team around the customer and their needs, democratizing the task of customer insight and amplifying the results of the marketing teams.

• Understanding the modern social customer
• Utilizing social as the fastest growing service channel
• Incorporating critical social channels into existing CRM systems
• What successful social customer care looks like

Speaker: Guy Stephens, UKI Comms Lead for Salesforce & Social Customer Care, IBM

Guy has focused on social customer care since 2008, when he set it up at The Carphone Warehouse. At that time he was seen as one of the early pioneers of social customer care in the UK. While social did not set out to disrupt the traditional service model, there is no doubt that it has been catalytic in forcing organisations to re-assess, re-imagine, and ultimately re-invent, not only the way they engage with their customers, but also how they organize themselves internally. It is how organisations are adapting at speed to this change that has fascinated him over the last few years.

As the Social Customer Care Lead at IBM, Guy helps organizations navigate through their own social journeys. He has been described as one of the world’s leading thinkers on social customer care, and to this end he does as much as he can to share the insights he has learnt through running workshops in the Middle East and South East Asia, writing about it, managing a community on it, tweeting about it, and speaking about it.

• Understanding the inbound customer queries as meaningful points of engagement
• Capturing customers’ expectations, preferences and aversions
• Harnessing VOC to drive change and innovation that delight your customers

Speaker: Elizabeth Stokoe, Professor of Social Interaction, Loughborough University

Elizabeth Stokoe is Professor of Social Interaction in the Department of Social Sciences at Loughborough University. She is one of thirteen WIRED 2015 Innovation Fellows; has given TEDx and Royal Institution lectures, and her research and biography were featured on the BBC Radio 4’s The Life Scientific.

• Capturing and analyzing customer data in real time to gain instant valuable customer insights
• Integrating all online and offline customer data sources in real time to support customer- centric strategies
• Anticipating and delighting your customers with instant products and services offerings

Speaker: Lynsey Sweales, Vice Chairman of the Social Media Council, Direct Marketing Association UK

Lynsey has been described as ‘Frighteningly Knowledgeable’ and ‘the best social media trainer ever’ by some of the world’s leading brands. With over 10 years experience, Lynsey and her team specialize in providing social media, digital marketing training and consultancy to all sizes of businesses. She also works alongside other key influencers as part of the Social Media Council at the DMA where she is Vice Chairperson.

• Looking beyond delivering reactive customer services
• Employing predictive analytics to anticipate your customers’ needs and wants before they do
• Ensuring solid customer service infrastructure and technology to support proactive customer care

Morris Pentel, Chairman, Customer Experience Foundation

Panelists:

Guy Stephens, UKI Comms Lead for Salesforce & Social Customer Care, IBM

Sabrina Rodriguez, Global Head of Social Media, Travelex

Tania Seif, Former Head of Social Marketing, Coral

Morris Pentel is a Customer Experience and Contact Strategy Designer and runs one of the most respected private Customer Experience and Contact Strategy consulting businesses in the world. Based in the UK, he has a track record for successful work for some of the largest institutions and government organizations all over the world. He has delivered workshops over the last 18 months in 11 countries and his designs have influenced billions of the world’s Customer Experiences.

• Deploying social media as a valuable customer support channel to complement the omnichannel contact center
• Amalgamating social media into the omnichannel customer support strategy through careful service-level planning
• Employing the right cross-functional structures to ensure consistent and excellent customer experience

Speaker: Martin Hill-Wilson, Founder, Brainfood Consulting

Martin is a customer engagement and post silo business strategist. He is also an author, international keynote speaker and chair.  He specializes in topics such as empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service.  All are targeted at delivering disruptive service innovation.

• Understanding the strength of ‘softer’ skills
• Why customer segmentation is only the start and it’s not enough to make a difference
• The magic of creating connections with your customers
• Emotional Intelligence + Insight + Opportunity – how this formula wins customer’s hearts and minds

Speakers

Alastair Boot, Customer Experience Lead, Waitrose

Alastair leads the delivery of customer experience in 20 Waitrose branches.  The area leads Waitrose in customer engagement and Alastair has influenced the company’s thinking on what it takes to attract customer loyalty.

After joining John Lewis Department Stores in 2001, Alastair worked in customer facing roles in Cheadle, Liverpool and Watford.  He has run two Waitrose branches and  still manages the Beaconsfield branch which won the company’s own customer service award in 2014.

Sandra Thompson, Founding Director, Exceed All Expectations

When she’s not attempting an Everest Base Camp ascent or borrowing a dog to take for a walk, Sandra and her team are mixing customer insight with business strategy and operational excellence for Arsenal FC, Vodafone, Aldermore Bank, the Open University and Network Rail, to name a few.

• The critical business challenges for modern IT platforms
• The cognitive bias that affects selection
• Making the right choice for cloud services

Speaker: Mike Bainbridge, Chief Digital Technologist, Rackspace, the #1 managed cloud company

As Chief Digital Technologist at Rackspace, Mike enables customers to navigate the complex world of digital technology partners, cloud platforms and industry trends. With an unrivaled enthusiasm, he helps businesses realize their digital potential and become more successful online. With a background in ecommerce architecture, he brings a strong focus on customer experience, performance and measurable success criteria.

• Understanding the breadth of opportunity for a Socially Mature Business
• Building the right social customer service infrastructure to enable real-time feedback
• Bringing the customer voice to the table when it comes to Testing, Feedback & Ideation

Speaker: Sabrina Rodriguez, Global Head of Social Media, Travelex

Sabrina is at Travelex as their Global Social Media Manager with the view to helping drive the digital transformation of the business and ultimately building more meaningful relationships with their customers. Sabrina is also a member of #IPASocialWorks, an initiative to identify good practice in social media effectiveness and measurement, as well as the New Entrepreneurs Foundation (Class of 2015) and the Conversocial Customer Advisory Board.

• Overcoming lack of technical, operational and interpersonal skills of customer service staff
• Providing agents with customer intent and business context so they can exceed customer expectations
• Empowering customer service staff to engage with customers and deliver customer-centric solutions

Chris Brindley is a prominent UK Business Leader and until recently was MD of Metro Bank, which has changed the face of retail banking in the UK. He is a leading authority on Customer Experience, Leading Teams, Employee Engagement, Performance Management and Sales Management particularly within organizations where change is on the agenda.

• Prioritizing relevant content for your visitors, making it easier for them to do business with you
• Providing rich customer information to your agents, improving their efficiency and personalization
• Generating customer insight to key stakeholders, helping them to prioritize issues and identify customer impacting problems

Dan Moross is Director of Customer Experience at moo.com – an online print provider, making it simple for companies of all sizes to create beautiful, expertly crafted business stationery and promotional materials that’ll help start conversations, open doors and strengthen relationships.

“We’d like customers to be satisfied of course, but we’d prefer it if they were absolutely thrilled with our products and services. We’ll move heaven and earth to make sure customers get exactly what they want, when they want it – or their money back” –  The MOO Promise

• The Omnichannel Evolution of the Customer Service and Experience
• Utilizing customer data and interactions generated from multiple touchpoints
• Presenting customers with information in one channel while offering assistance from another, all within a single interaction

Morris Pentel, Chairman, Customer Experience Foundation

Panelists:

Alastair Boot, Customer Experience Lead, Waitrose

Sandra Thompson, Founding Director, Exceed All Expectations

Sabrina Rodriguez, Global Head of Social Media, Travelex

2016 is the year when brand response rates and response times finally improve. The fact that only 40% of social media complaints are addressed at all, and the fact that average response time is 5 hours when consumers expect an hour or less – these simply won’t be acceptable in 2016. Customers will respond with their wallets and take their business elsewhere if companies don’t respond or engage on social media. Companies that can create a seamless experience that spans the showroom floor to the Facebook timeline will gain unprecedented edge over their competitors.

This workshop aims to provide participants with the knowledge and skills to create a social customer hub within the organization that provides social customer support in real time and addresses customer concerns and frustrations, thus increasing real time responsiveness and helpfulness, ensuring growing customer satisfaction and loyalty towards the organization.

Key Takeaways:

• Overcome departmental silos to create a unified social customer hub
• Develop competencies needed to operate aligned customer engagement; steered by real time analytics and leveraged through agile change management and stakeholder collaboration
• Integrate customer journey management, voice of the customer, customer insight and other customer-centric programs which can fail to provide either basic ROI or secondary benefits when acting alone
• Offer proactive and real-time social customer care

Workshop Leader: Martin Hill-Wilson, Founder, Brainfood Consulting

Martin is a customer engagement and post silo business strategist. He is also an author, international keynote speaker and chair. Working under his own brand, Brainfood Consulting, he delivers a range of master classes and interventions.

Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All are targeted at delivering disruptive service innovation.

Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.

Omni-channel customer experience is a complex proposition which few brands have mastered. Driven by customer expectation for low effort, real time, effective service, organizations face the challenge of delivering an integrated and aligned capability in response. To date there has been little solid advice into how this can be developed.

This workshop is designed for leaders who are facing any of the following challenges

• Need to increase customer adoption of new digital channels
• Need to find ways of reducing customer demand for more expensive channels
• Need to reduce cost to serve while increasing customer loyalty
• Need to find a way of prioritizing investments into the ‘best’ channels for their organization

Key Takeaways:

• Latest research on UK consumer omnichannel behavior
• How to track your customer’s digital profile to establish propensity to use new channels
• A unique omnichannel design framework used to increase user adoption
• Design principles that facilitate intelligent deployment of voice, video and text
• A detailed review of the latest voice, video and text service channels

Workshop Leader: Martin Hill-Wilson, Founder, Brainfood Consulting

Martin is a customer engagement and post silo business strategist. He is also an author, international keynote speaker and chair. Working under his own brand, Brainfood Consulting, he delivers a range of master classes and interventions.

Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All are targeted at delivering disruptive service innovation.

Martin is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.