10th & 11th September 2019

Agenda


Event Agenda

08:30 - 08:40

Cristiano Braggion, Customer Experience and Service Director
Cristiano Braggion
Customer Experience and Service Director
Standard Life

Chair’s Opening Remarks

08:40 - 09:00

Maria Requeman, Head of Data Science and Innovation
Maria Requeman
Head of Data Science and Innovation
Credit Suisse
OPENING KEYNOTE

Performance Assessment, Predictive Analytics and Automation for Content Success

What is Content Marketing?

A strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and retain a clearly defined audience – and, ultimately, to drive profitable customer action.

How can we make sure we write what is relevant to our audiences and drive conversions?

To answer this question we should leverage data to understand content marketing performance, merging several sources and taking advantage of big data platforms. We also need to define a rating approach to easily monitor content performance and create a visual platform to provide insights for future content optimisation. To go even further, we can guide content creators towards content success by ensuring we provide relevant content to our audience whilst developing advanced analytics and predictive models using machine learning algorithms.

09:00 - 09:20

Nick Macfarlane, Head of Customer Service Operations - International
Nick Macfarlane
Head of Customer Service Operations - International
Sky

Bringing the Conversation Out of the Contact Centre – Voice of a Customer

Nick will speak about his journey from Customer Service Advisor to Head of Customer Experience. This gave him a unique insight when setting up a CX function & Voice of the Customer programme for Sky’s newest market in Spain. This session will focus on working in a foreign country and how language made him realise there is so much to learn for us all by “checking your assumptions at the door” and really listening to what your customers have to say.

09:20 - 09:40

Solution Provider Case Study

09:40 - 10:00

John Freer, Operations Director - Transport and Logistics
John Freer
Operations Director - Transport and Logistics
DS Smith

Valuing Your Customer - Using Data to Drive Innovation

Global supply chains require visibility and agility across divisions, modes and geographies. With 83 ERPs and a business awash with data in countless formats, DS Smith created a data analytics centre in Athens. The analytics team take this data, creating insights around volumes, costs and utilisation using Tableau as a dialogue enabler. Business Strategies and Continuous Improvement programmes across 36 countries and 200+ sites are driven from this data and change the way in which they work for their customers.

10:10 - 10:30

Solution Provider Case Study

10:35 - 10:55

Solution Provider Case Study STREAM 1/2/3

11:00 - 12:00

Business Meetings

Business Meetings

12:15 - 13:10

Group 1 - P2P Connect

Group 1 - P2P Connect

12:15 - 13:10

Taner Karacan, Vice President Customer Experience Operations Europe
Taner Karacan
Vice President Customer Experience Operations Europe
FedEx

Group 2 - Group Discussion How Do You Ensure Strong End to End Customer Experience?

Chaired by Taner Karacan, this interactive group discussion will give you the opportunity to discuss how you get the most from your customer strategy through to delivery.

  • How are you making customer experience unique and outstanding?
  • How are you keeping a strong relationship with the customer?
Group 2 - Group Discussion How Do You Ensure Strong End to End Customer Experience?

13:10 - 14:05

Networking Lunch

Networking Lunch

14:15 - 15:10

Group 2 - P2P Connect

Group 2 - P2P Connect

14:15 - 15:10

Taner Karacan, Vice President Customer Experience Operations Europe
Taner Karacan
Vice President Customer Experience Operations Europe
FedEx

Group 1 - Group Discussion How Do You Ensure Strong End to End Customer Experience?

Chaired by Taner Karacan, this interactive group discussion will give you the opportunity to discuss how you get the most from your customer strategy through to delivery.

  • How are you making customer experience unique and outstanding?
  • How are you keeping a strong relationship with the customer?
Group 1 - Group Discussion How Do You Ensure Strong End to End Customer Experience?

15:20 - 15:40

Jonathan Haywood, Group Head of Insight
Jonathan Haywood
Group Head of Insight
Holland & Barrett

The Digital Nervous System – delivering new insight to form long term strategic change

Jonathan and his insight team are fast evolving their internal insight capabilities with a firm focus on the customer. He will discuss how, at H&B, they are learning more about consumer’s health motivations that are helping to form new insight frameworks and customer strategies. Jonathan will discuss topics including machine learning and big data, new customer segmentation methodologies, voice of customer programs, architecture and stakeholder engagement.

15:40 - 16:00

David Walker, Head of Integrated Communications Planning
David Walker
Head of Integrated Communications Planning
SSE

Going Digital - Engaging our Customers Through Data

Over the last two years SSE have been on a journey of transforming their company from an analogue based direct marketing team to a digital-led team that uses data to build personalised customer retention journeys. The journey has been based around pillars of culture, data and the customer. Lessons have been learnt on each along the way, some of which were expected, some could never have been planned for. One constant in this journey however is why they’ve done this - to help deliver the best for the customer.

16:05 - 16:25

Solution Provider Case Study STREAM 1/2/3

16:30 - 17:30

Business Meetings

Business Meetings

17:30 - 17:50

Tim Carter, Director of Product Operations
Tim Carter
Director of Product Operations
Nationwide Building Society

Delivering Legendary Service

Delivering an experience for customers, in a world where expectations are forever increasing, means the emphasis is on how to take the friction out of the customer journey, with the key hygiene factors being speed, ease and certainty. For the majority, the solution is about how journeys become digitised, however, don’t forget the impact that the ‘human touch’ can have in delivering a legendary experience. Therefore, how do you create an environment where colleagues feel enabled and empowered to deliver the right outcome in an operation that is highly regulated?

17:50 - 18:10

Andrea Green, Customer Experience Director
Andrea Green
Customer Experience Director
Costain Group
CLOSING KEYNOTE

Customer Experience on our Nation’s Roads - How CX is Driving Improvement in Road Safety and Saving Lives

Andrea will discuss how by combining new data analytics technology available through
their customer experience offering, her team have been able to deliver a step change in our understanding of road safety and reduce the number of people affected by the most serious of accidents on the strategic road network.

Andrea’s presentation will explore:

  • The historical safety journey
  • What we need to do when performance stagnates
  • Cultural comparisons
  • Blame and Train
  • The customer and environment lenses
  • A new approach to customer safety

18:20 - 18:50

Lynne Pitwood, Head of Customer Experience
Lynne Pitwood
Head of Customer Experience
Newcastle Building Society

Winedown Workshop One - Who Needs The Human Touch?

In a world of AI, chat bots and self-service why focus on the human touch?

Surely it is too expensive a model in these days of ever decreasing margins and pressure from the top to reduce the cost to serve?

Stuart Miller is the Customer Director at the Newcastle Building Society and he will talk about how their strategy is to build authentic long-lasting relationships with their customers and how they will do this is through their key differentiator – their people.

Winedown Workshop One - Who Needs The Human Touch?

18:20 - 18:50

Craig Hammer, Head of Continuous Improvement
Craig Hammer
Head of Continuous Improvement
Saga Group

Winedown Workshop Two - What on Earth!

Join me to learn how Saga has leveraged the voice of our people through targeted forums and surveys to understand, prioritise and deliver customer orientated change and increase staff engagement at the same time. If your business improvement programme is giving you WOEs, then I want to hear about them!

Winedown Workshop Two - What on Earth!

18:20 - 18:50

John Freer, Operations Director - Transport and Logistics
John Freer
Operations Director - Transport and Logistics
DS Smith

Winedown Workshop Three - Do You Know Your Customer?

With clever analytics driving companies decision making, how can this be used if you don’t know who the customer is? John will share a real life example of a customer taking the supplier through their supply chain to ensure a more productive partnership based on the vision of our people to help you better understand your business.

18:20 - 18:50

Rob Lee, Chief Architect
Rob Lee
Chief Architect
Nationwide Building Society

Winedown Workshop Four - Data Architecture in an Agile World

Historically enterprise architecture has focused on looking at tech landscapes and deciding what products you need which can be very time consuming. Nationwide is moving away from this traditional method into a more agile way across the architecture to deliver a more strategic approach. As a result an organisation can move into a knowledge management culture where the information that people need to get hold of it at their fingertips. It’s about making a decision and allowing people to fail and to move with pace. Do you have a core direction? Have you become an expert in your topic to answer questions? What are your thoughts?

Winedown Workshop Four - Data Architecture in an Agile World

18:20 - 18:50

Duncan Macmillan, I.T. Director
Duncan Macmillan
I.T. Director
Elis

Winedown Workshop Five - CIOs Need to Interact With Peers

The digital journey is critical to the success of the modern enterprise, however many boards are still coming to terms with the concept and consequences. The opportunities for an organisation that successfully pivots to digital are great, the consequences of not doing so can be catastrophic. The CIO has the responsibility for explaining the journey to the board, but how best to do that? In this session we’ll swap notes on communication strategies that work, and maybe one or two that don’t.

Winedown Workshop Five - CIOs Need to Interact With Peers

18:20 - 18:50

Rob Gwatkin, Global Senior Service Delivery Manager
Rob Gwatkin
Global Senior Service Delivery Manager
Veolia

Winedown Workshop Six - Digital Sobriety

An opportunity to discuss how organisations should start to consider Digital Sobriety and think about simple measures they can take to reduce their carbon footprint in the digital workplace.

Winedown Workshop Six - Digital Sobriety

20:00 - 20:30

Drinks Reception

Drinks Reception

20:30 - 22:30

Networking Dinner

Networking Dinner