THE #1 UK EVENT FOR PROGRESSIVE CONTACT
CENTRE, CX, AND DIGITAL SERVICE LEADERS
13-15 May, 2024 | Novotel London West
Summit Day One: Tuesday 14th May 2024
7:30 am - 8:30 am
REGISTRATION & NETWORKING BREAKFAST
8:35 am - 8:40 am
CCW UK 2024: WELCOME FROM THE EVENT DIRECTOR
Kiera Martin, Event Director, CCW Europe
8:40 am - 8:50 am
CHAIRPERSON’S OPENING REMARKS
Vinay Parmar -
Founder,
Dhruva Star
8:50 am - 9:20 am
PUSHING THE LIMITS OF POSSIBLE: REDEFINING SERVICE & EXPERIENCE IN AN AI-EMPOWERED LANDSCAPE
Terence Mauri -
Speaker, Author, Futurist, AI and Leadership Expert,
Hack Future Lab, MIT and IE Business School
Get ready to unlock the secrets of future leadership and embrace the power of AI with Terence Mauri's electrifying keynote session, “Thrive with AI”. As a renowned speaker, author, and futurist, Terence delves into the essence of trust as the currency of future readiness and co-intelligence.
Join Terence as he navigates the realms of disruption, innovation, and change management, offering unparalleled insights into crafting robust business strategies in the age of artificial intelligence. Discover how leaders can reskill and empower their teams to thrive alongside AI while amplifying what makes us uniquely human.
Terence Mauri
Speaker, Author, Futurist, AI and Leadership ExpertHack Future Lab, MIT and IE Business School
9:20 am - 9:45 am
PRESENTATION: E.ON’S AI WORKFORCE: ELEVATING PERFORMANCE WITH AI AGENTS
Karyna Neumann -
Team Lead - Conversational AI,
E.ON Digital Technology GmbH
- E.ON's award-winning AI Agents powered by Cognigy manage millions of conversations annually, significantly easing the workload on IT support and contact centers
- These advancements lead to improved customer satisfaction, increased loyalty, 24/7 self-service options, and considerable cost reductions
- Discover actionable strategies for deploying and benefiting from your own AI workforce
9:45 am - 10:15 am
FIRESIDE CHAT WITH CCW EUROPE’S STAR SPEAKER: LORD SEBASTIAN COE CH, KBE
Lord Sebastian Coe CH, KBE -
British Olympic Track Athlete, Politician and President of the World Governing Body for Athletics,
World Athletics Association
David Cotterill - UK Country Director and European Marketing Director, Conduent
CCW Europe are delighted to welcome the UK’s most prolific world record setter and arguably the greatest runner to compete for his country, Lord Sebastian Coe CH, KBE. Ahead of the Paris 2024 Olympics, Coe will join us to discuss his political and strategic expertise in guiding large organisations on a global stage throughout his career as an Olympic athlete, an MP, his chairmanship of London 2012, his turnaround of the British Olympic Association and his presidency of World Athletics through troubled times.
Join us for a one in a million opportunity as we delve into business-critical topics including:
- Change, risk and handling uncertainty
- Teamwork, collaboration and breaking down silos
- Leadership and resilience
- Innovation and challenging the status quo
Lord Sebastian Coe CH, KBE
British Olympic Track Athlete, Politician and President of the World Governing Body for AthleticsWorld Athletics Association
10:15 am - 10:55 am
REFRESHMENTS & NETWORKING
10:15 am - 10:55 am
DEMO-DRIVE
TRACK A: OPTIMISING CUSTOMER OPERATIONS
11:15 am - 11:55 am PANEL DISCUSSION: TURNING INBOUND FROWNS UPSIDE DOWN: THE ART OF CONTACT REDUCTION & RESOLUTON THROUGH AUTOMATION Natalie Fuller - Head of Customer Marketing and Communications, Cashplus BankAmy Perring - Senior Optimisation Manager, NewDay
Tiffany Chesson - Customer Experience Director, YourParkingSpace
Vinay Parmar - Founder, Dhruva Star
- Design a customer contact strategy embedding automation that will streamline processes, minimise customer effort and proactively address issues
- The use of automated workflows to address customer queries, concerns, and issues with efficiency and accuracy
- Design automation processes with a customer-centric approach, ensuring that automated solutions align with customer expectations, preferences, and contribute to overall satisfaction
TRACK A: OPTIMISING CUSTOMER OPERATIONS
12:00 pm - 12:25 pm FIRESIDE CHAT: UNLOCKING THE POWER OF REMOTE VIDEO CUSTOMER SUPPORT FOR FIRST CONTACT RESOLUTION & DIGITAL INCLUSION Jen Brown - Senior Director, International Marketing, GoToDarren Bayney - Business Service Consultant, BT Business
- Explore the concept of remote video customer support and its effectiveness in achieving FCR, as well as the benefits for fostering accessibility, inclusivity, and engagement for both customers and agents
- Understand how this technology addresses various customer challenges and discover its current applications in the field
- Delve into how tools like Rescue are revolutionising agent engagement and support effectiveness in the remote customer service landscape
TRACK A: OPTIMISING CUSTOMER OPERATIONS
12:30 pm - 12:55 pm PRESENTATION: HOW ZURICH BECAME MULTI-AWARD WINNERS IN CUSTOMER CARE BY CHALLENGING INDUSTRY STANDARDS Graeme Mushet - Head of Express Motor Claims, Zurich Insurance- In an industry notorious in poor CX practices, Graeme and his team embarked on a 5-year transformation project to move the needle on their reputation as a means of differentiation
- Now, Zurich pay out 98% of claims in as little as 13 minutes through multiple channels, including WhatsApp
- Hear “what went wrong” within their project to avoid making similar errors during large transformations
TRACK B: CUSTOMER LOYALTY, RETENTION & ENGAGEMENT
11:00 am - 11:40 am PANEL DISCUSSION: CAN I GET AN ENCORE? LESSONS IN LOYALTY & ENGAGEMENT THAT WILL HAVE YOUR CUSTOMERS RETURNING TIME & TIME AGAIN Rebecca Powell - Head of Customer Care, Ella's KitchenFaye Bailey - Quality Lead, Halfords
Neil Gregory - Head of Customer Happiness, Naked Wines
Ben Fuggles - Director, Customer Experience UK, Conduent
- Create loyalty programmes that resonate with your audience, offering incentives and rewards that not only attract but also retain customers over the long-term
- Understand how tailoring interactions to individual preferences can create a sense of exclusivity, fostering stronger bonds with your brand
- Implement feedback loops that enable you to understand customer sentiment, address concerns promptly, and continuously improve your services to meet evolving expectations
TRACK B: CUSTOMER LOYALTY, RETENTION & ENGAGEMENT
11:45 am - 12:10 pm FIRESIDE CHAT: REIMAGINING CUSTOMER ENGAGEMENT THROUGH THE DIGITAL LENS AND MANAGE DISRUPTION Mark Plumley - Account Director, ConduentDiscover through the lens of one of the most innovative automotive manufacturers, how their customer engagement centres ensure personalized, predictive, and tailored customer service across multiple regions and languages.
Find out how they are delivering exceptional human-centric, connected, customer experiences within the entire customer life cycle
Learn how they are managing disruption!
TRACK B: CUSTOMER LOYALTY, RETENTION & ENGAGEMENT
12:15 pm - 12:40 pm PRESENTATION: TAILORING CUSTOMER JOURNEYS TO INDIVIDUALS ACROSS A VAST CUSTOMER BASE: HOW VIRGIN ATLANTIC TOOK THEIR CUSTOMER EXPERIENCE TO NEW HEIGHTS WITHIN THEIR CLUBHOUSES Rami El-Dahshan - Head of Clubhouses, Virgin Atlantic- Implement strategies to gain real-time insight on your customer and employee experiences
- Leverage practical advice on how to create tailored customer journeys for millions of customers
- Understand the benefits and results of customer segmentation and identifying specific customer profiles
12:45 pm - 1:45 pm
NETWORKING LUNCH
INTERACTIVE DISCUSSION GROUPS (IDG) SESSIONS
TRACK A: SERVICE OPERATIONS
1:45 pm - 3:35 pm IDG A: FROM FIRE-FIGHTING TO BEING ON THE FRONT FOOT: STREAMLINE & ADVANCE YOUR SERVICE OPERATIONS TO DELIVER CONSISTENT CX WHILST MAINTAINING A HUMAN TOUCH Rosie Hill - Head of eCommerce, GAILSJoanne Lotey - Senior Customer Experience Manager, GAILS
TRACK A: SERVICE OPERATIONS
1:45 pm - 3:35 pm IDG B: MASTERING THE ART OF VOC IMPLEMENTATION FOR UNRIVALED 360° CUSTOMER INSIGHTTRACK A: SERVICE OPERATIONS
1:45 pm - 3:35 pm IDG C: GLOBALISE YOUR SUPPORT OFFERING TO SERVE CUSTOMERS ANYWHERE AT ANY TIME Luke Butson - Vendor & Commercial Strategy Manager, Expedia Group
TRACK B: CUSTOMER EXPERIENCE
1:45 pm - 3:35 pm IDG D: HAPPY EMPLOYEES = HAPPY CUSTOMERS: CREATE AN EMPLOYEE-CENTRIC CULTURE TO ENRICH CXTRACK B: CUSTOMER EXPERIENCE
1:45 pm - 3:35 pm IDG E: THE BEST THING SINCE SLICED BREAD: BAKE BRILLIANT CX INTO YOUR STRATEGY ACROSS A VAST CUSTOMER BASE Fflur Huysmans - Head of Customer Experience, The Bread Factory
TRACK B: CUSTOMER EXPERIENCE
1:45 pm - 3:35 pm IDG F: ENSURE A SMOOTH-SAILING CUSTOMER JOURNEY THROUGH CREATIVE WORKFORCE ENGAGEMENT Abby Etoe - Contact Centre Director, Norwegian Cruise Line
TRACK C: DIGITAL SERVICE
1:45 pm - 3:35 pm IDG G: BALANCE HUMAN VS DIGITAL SERVICE IN PEAK TIMES TO MAINTAIN CUSTOMER HAPPINESSTRACK C: DIGITAL SERVICE
1:45 pm - 3:35 pm IDG G: BUILD AN AWARD-WINNING DIGITAL COMMUNITY ENGAGEMENT STRATEGY TO DRIVE NPS AND COLLABORATION WITH YOUR CUSTOMERS Tim Bamber - Social Community Lead, The FA Group
TRACK C: DIGITAL SERVICE
1:45 pm - 3:35 pm IDG I: INCREASE SPEED TO SERVE & REDUCE CUSTOMER EFFORT WITH GENERATIVE AI Sarah Williams - Chief Customer Experience Officer, Westminster City Council
TRACK D: ACQUISITION, RETENTION & GROWTH
1:45 pm - 3:35 pm IDG J: HARNESS LIFE-LONG LOYALTY THROUGH PERSONALISATION & EXEMPLERY CUSTOMER CARE Tiggy Thompson - Head of Supporter Experience, Tottenham Hotspur Football Club
TRACK D: ACQUISITION, RETENTION & GROWTH
1:45 pm - 3:35 pm IDG K: ENGINEERING CX GROWTH IN A B2B ENVIRONMENT: ACHIEVE BUY-IN, FOSTER CUSTOMER-CENTRICITY & DEVELOP MEANINGFUL CLIENT RELATIONSHIPS Leon Ellerton - Client Delivery & Customer Experience Director, Experian
3:35 pm - 4:15 pm
REFRESHMENTS & NETWORKING
4:15 pm - 4:50 pm
PANEL DISCUSSION: ILLUMINATING THE OVERLOOKED ASPECTS OF CUSTOMER VULNERABILITY: UNCOVER YOUR BLINDSPOTS TO EXTEND INCLUSIVE SUPPORT
Sarah Williams -
Chief Customer Experience Officer,
Westminster City Council
Vinay Parmar - Founder, Dhruva Star
o Discover strategies to better identify vulnerable customers who may not be self-identifying and disclosing their needs
o Explore the hidden challenges that vulnerable customers may face but often go unnoticed, such as digital literacy barriers, language complexities, or cultural nuances
o Learn how to customise support approaches to cater to diverse needs arising from different forms of vulnerability, rather than a one-size-fits-all approach
4:50 pm - 5:15 pm
PRESENTATION: THE WORLD’S FIRST KNOWLEDGE-BASED GENERATIVE AI USE CASE: HOW SIMPLYHEALTH ARE RESOLVING 30% OF CALLS THROUGH AI & MOVING MOUNTAINS IN SERVICE TRANSFORMATION
Claudia Nicholls-Magielsen -
Chief Customer Officer,
Simplyhealth & Denplan
Dan Eddie - Director of Customer Service, Simplyhealth & Denplan
When Generative AI first exploded onto the scene, the majority watched and waited in anticipation. Meanwhile, the SimplyHealth team were diving straight into the deep end.
Now, the purpose brand are reaping the first mover advantage rewards. In this session, we’ll hear about the remarkable service journey of SimplyHealth who, within a year, transitioned from an analogue business to adopting an omnichannel model, incorporating conversational AI, and exploring diverse areas of automation.
Join this session to hear the advice we’ve all been waiting for: the risks, transformative benefits and advice on overcoming challenges in your Gen AI and digital transformation journey, including stakeholder management, maintaining customer trust and addressing employee concerns.
5:15 pm - 5:35 pm
PRESENTATION: THE DISRUPTOR’S GUIDE TO ADDING CHARACTER TO YOUR SERVICE IN A MARKET FULL OF VANILLA & ESTABLISHING A CUSTOMER-SCORING BRAND IDENTITY
Robbie Watters -
Head of Category & Product Marketing,
Beavertown Brewery
- Develop strategies that contribute to establishing a brand identity with a distinct and memorable edge
- Learn the quantifiable business benefits of adopting a disruptor’s approach, including increased customer loyalty, brand recognition, and competitive edge in a saturated market
- Understand how disruptors strategically infuse character into every aspect of their service in a way that resonates with their customer base
