Ecew 2013


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Ecew 2013

  1. 1. ECEW 2013 Home Why you should attend Long gone are the days of talking at customers, occasionally listening to them, and occasionally acting on their feedback. Navigating the perfect storm has never been tougher, nor have the opportunities been greater: welcome to the brave new world of Customer Experience with new consumers, new channels, new challenges. Today, the customer is bigger than the company. In other words, great customer experience is an enterprise-wide endeavour that brings together and involves every part of the business in the delivery of a seamless and consistent experience. It's an experience with new and multiple contact points, operating constantly, concurrently, and cumulatively. Is this the nightmare scenario, an opportunity for leadership, or both? In 2013, European Customer Experience World (ECEW) will be exploring how to deliver great Customer Experiences in this brave new world. ECEW 2013 will explore delivery of the end-to-end holistic experience; a process that begins with the definition of the brand "promise", the identification of the customer journey and the customer contact points and then through to the continuous cycle of delivery and then measurement of the effectiveness of your Customer Experience strategy. Who should attend The experience economy requires that we all take on the responsibility for customer experience since we are all ambassadors of our brands. Customer experience is an enterprise-wide endeavour that starts with all of us.
  2. 2. If you want your customers to stay with you longer, to buy more from you and to tell their friends, and be your biggest fans, this is the event for you! Whether you are a brand leader or influencer, executive head of marketing, operations or client service or CEO, you will find value in not only attending the conference sessions but also engaging and networking with your industry peers and like minded individuals that like you, not only want to challenge the status quo but also want to know how to do so successfully! What you will learn ECEW is renowned for providing delegates with relevant, practical information and advice that will enable you to grow your business. The sessions will include topics such as: What exactly is the role of Social Media? What to do? Observe, monitor, pilot or embrace and jump right in? What does it mean to be Customer Centric? Can you be too customer centric? What works and what doesn't work? How to sell customer centricity internally? Who gets it, who doesn't, and why? How to carry out a Customer Service Makeover The role of 'Big Data' in identifying customer opportunities; hype, novelty, impossible dream or the oxygen for future success? How to engage your employees and provide leadership in tough economic times How to measure - and improve - current performance; making sense of metrics, and driving connections to the financial bottom
  3. 3. The benefits of attending ECEW 2013 ECEW, now in its fifth year, offers two days of Customer Experience expertise from leading brands and experts that you will not find elsewhere. Our speakers provide you with achievable, measurable techniques to improve Customer Experience, satisfaction, loyalty and profitability within your organisation. The programme is designed to balance speaker presentations with smaller, more interactive expert sessions, plus of course, time and space for informal networking. The content covers the latest hot topics with presentations on such issues as: Building a compelling brand promise....and making it real Customer Experience Design Multi-channel – navigating the new complexity Big Data – new hope or impossible dream? Employee Engagement in tough times Learning to live with and embrace Social and Mobile Listening to the VOC, and measurement If you want to get help in answering the following questions - attend ECEW 2013 - and see for yourself why the event has become the premier platform for the delivery of Customer Experience knowledge in Europe: How to deliver Customer Experience consistently, and with heart? How can I harness new ways of communicating with my customers ? Show me the money! Does Customer Experience deliver on Return on Investment? What is best practice? Who are my peers? What can we learn from them? How can I motivate my staff to deliver good Customer Experience? How can I measure how Customer Centric my organisation is?
  4. 4. SPEAKERS Click on any speaker name to see their full details Chair Winifred Robinson Chair: Winifred Robinson Winifred Robinson is an award winning journalist who presents You and Yours and reports from some of the most deprived communities in the UK in documentaries for BBC Radio 4. Sarah Vine writing in the Times described her as 'one of the best social affairs reporters working in the UK today'. She was born and brought up in Liverpool, one of six daughters, her father worked on the docks. Winifred's BBC career started in Manchester at North West Tonight, where she was Local Government and Social Affairs correspondent and later a reporter for File on Four. She left Manchester to report for the Today programme, where she covered armed gang warfare in Liverpool, riots in Brixton and the conflict in Northern Ireland. At Today she won a bronze Sony for Reporter of the Year and became a regular occasional presenter of the programme. She has also presented The World Today at the BBC World Service. Winifred joined You and Yours as a presenter in 2000, where she is known as an unflinching interviewer. You and Yours is Radio 4's daily consumer programme and Winifred has helped to build its reputation for investigative journalism, exposing the abuses in quiz television and the rise of identity theft and bogus share sales. The programme regularly features some of the most influential figures in the public and private sectors and Winifred has recently interviewed the founder of Starbucks Howard Schultz, the new head of the Care Quality Commission David Behan and the Energy Secretary Ed Davey. Keynote Mark MullenCEO, first direct Mark Mullen CEO, first direct Hitherto a career financial services Marketer, Mark was educated in Ireland and has an MBA from
  5. 5. Warwick Business School. He has worked in a variety of businesses in the UK including Asset Finance, Consumer Credit and Banking and was previously Head of Marketing at first direct. His most recent role prior to becoming CEO of first direct was as Regional Head of Marketing, HSBC Middle East. Mark is married with three children and lives in Yorkshire. Derek AllisonH/O Customer Centricity, Sony Derek Allison H/O Customer Centricity, Sony After holding several senior sales and marketing roles within the organisation, Derek began his role as Head of Customer Centricity at Sony UK in September 2009 with a specific responsibility to put the customer at the centre of the business. Today Sony not only has a clear understanding of the customer but the culture of the organisation globally has taken a substantial shift towards believing that understanding customer wants and needs is essential to success. This new approach to insight is now informing the whole end to end customer experience of the brand from product development to sustained customer engagement. In May 2011 Derek received recognition of his work at the CEO awards in Tokyo and since July of this year has been heading up the Sony Europe Customer Centricity Group. Keith SchorahCEO, SynGro Keith Schorah CEO, SynGro Keith Schorah founded SynGro, world leading Voice of the Customer (VoC) company in 2004, following a distinguished career in sales and marketing within the IT, telecommunications and industrial sectors, and a long consulting background of designing and implementing customer experience programmes
  6. 6. in companies around the world. Keith holds a B.Eng Electrical Engineering from the University of Salford and an MBA in Marketing, Research, Strategy and Entrepreneurship from Bond University. He is a Fellow of the Chartered Institute of Marketing and a longstanding member of the Institute of Directors (IoD). Jo MoranHead of Customer Service, Marks and Spencers Jo Moran Head of Customer Service, Marks and Spencers During her 23 years experience with Marks & Spencer, Jo has progressed through a varied range of roles including store management, franchise arrangements and overseas operations, change management programmes and, most latterly, customer service across all channels for the M&S UK operation. In her position as Head of Customer Service, she played a fundamental role in leading the recovery of the brand's service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo was able to achieve this transformation through strong stakeholder engagement and communication and a relentless approach to doing the right thing for customers. Jo attributes the success of this work in part to developing a clear plan and evolving this over time rather than trying too many different initiatives which has been the previous approach. Jo's current focus is on planning and executing the customer experience across the entire organisation as it seeks to become a truly multi channel international retailer. She has developed a strategic approach to the development of the customer agenda to support this objective through the use of customer journey mapping and bringing this to life across the business using innovative visualisation techniques. As a traditional 'store' based retailer, the journey into multi channel has been challenging for many in the business and Jo has seen success in engaging colleagues through bringing real customer stories to life as a way of driving change. Not only has this seen an improvement in customer experience, but more often than not, a reduction in operational costs for M&S. Jo is also the Chair of Governors for a local primary school, taking an active role in bringing her business skills to use in a different field. In 2003 Jo graduated with Distinction from a part time MBA course at Aston Business School and is regularly asked to speak about customer service at external events.
  7. 7. Tom AllasonFounder and CEO, Shutl Tom Allason Founder and CEO, Shutl Tom launched Shutl in '09 to solve delivery for ecommerce. Shutl is a branded fulfillment option offered within a retailer's online customer experience. Think of it like Paypal, but for awesome delivery… Prior to Shutl, Tom founded in '03, exiting in '08 when TNT Express acquired a majority stake in the business. Ryan CheynePeople Director, Pets at Home Ryan Cheyne People Director, Pets at Home Ryan Cheyne is People Director of Pets at Home, the UK's leading pet specialist retailer. In the seven years Ryan has been with Pets at Home it has become recognised as a retail employer of choice— making the Sunday Times Top places to work lists for the past three years and coming 2nd in the Top 25 Big Businesses category in 2012. In his role as People Director he finds innovative ways to bring Pets at Home's core values to life, as his team works to build the engagement levels of colleagues across the business. A recent engagement survey with a 98 percent participation rate of his 5,500 colleagues produced an engagement index of 92 percent. Prior to Pets at Home, Ryan was an HR Manager with Topshop/Topman and before that he spent 13 years at Argos in a variety of retail and HR roles. Lisa BurgerHead of Customer Experience, easyJet Lisa Burger Head of Customer Experience, easyJet
  8. 8. Lisa Burger, as Head of Customer Experience at easyJet has been championing and leading the customer transformation agenda for the last 2 years. Lisa has worked in the aviation sector for the majority of her career and held senior executive Operational and Customer positions within easyJet, Head of Ground Operations and Head of Customer Services. In 2007 Lisa transferred sector and joined the global coffee leader Starbucks as Director of Operations leading and inspiring store teams across London for 4 years within tough economic times and at the height of recession. Lisa began her career with Monarch airlines at the tender age of 16 at Luton Airport where she was able to learn her craft within airport and customers operations, equipping her well for the opportunity that arose to form part of the start team at easyJet in 1995. Lisa’s talents and professional success was recognised when she joined the elite female business women recognised in Management Today's 35 under 35 in 2009, she has recently completed her Masters at Ashridge Business School and has balanced her career with being a mum to her two children Jake and Sienna. Kip NickelVP, Sales and Marketing, Rexam Kip Nickel VP, Sales and Marketing, Rexam Kip has held senior sales and marketing positions with Rexam Beverage Can since 2009, prior to this he held positions as Managing Partner of the strategy firm Horizon Partners, Inc.; Vice President, Strategy at Textron Fastening Systems, and spent 14 years with GE Plastics in a variety of leadership roles including Director of European Commercial Operations and General Manager GE Plastics Automotive. Kip received his undergraduate degree in Mechanical Engineering from Michigan Technological University and his MBA from Wayne State University, Detroit. Rexam is a FTSE 100 company and a leading global consumer packaging group. We are a leading producer of aluminum beverage cans for the beer, energy soft drink, and tea industries with a market leading presence in Europe, North and South America.
  9. 9. Andrew DenisonPartner, The Customer Relationship Consultancy Andrew Denison Partner, The Customer Relationship Consultancy Andrew's career was spent in senior commercial and general management roles within the B2B manufacturing sector in both UK and abroad, before setting up The Customer Relationship Consultancy a few years ago. CRC has developed a proprietary customer feedback survey programme that is specifically tailored to the needs of the B2B sector, and our mission is to help organisations manage their key customers, and their key customer relationships, more effectively. Many of our customers are large and complex organisations, servicing large and structurally complex customers. Our simple survey methodology provides an easy way for them to get regular, high quality customer feedback, to bring the voice of the customer into the heart of the organisation, and as a result to stay truly focused on the customer. Rob BrownDirector of Systems Thinking, AVIVA Rob Brown Director of Systems Thinking, AVIVA Rob has responsibility for for embedding Systems Thinking across Aviva globally. A Certified accountant with experience in IT, Project Management, Operations, Risk, Finance, Marketing and Strategy. Rob has also been on the Board of the Aviva Health Business as well as working across Life and General Insurance. He has been in this position for four years, having initially introduced Systems Thinking to resolve service issues and inefficiencies in the Pensions area in 2008. Under his leadership, Customer Net Promoter scores in UK Life scale areas have improved from 10 to 34 (Customer Satisfaction from 75 to 86).
  10. 10. Lennert de JongDirector of Distribution, citizenM Lennert de Jong Director of Distribution, citizenM Lennert de Jong is Amsterdam based and heads up Distribution & Business Development for a new transformational chain of hotels, citizenM hotels. Currently 4 hotels in Amsterdam, Glasgow and London, citizenM is putting the customer at the forefront of development, and is building its entire organization around it. In 2013 and 2014 citizenM will open 3 additional hotels in London, 2 in NYC, 1 in Paris and Rotterdam. Before joining citizenM at its take off in 2006, Lennert headed up EMEA business development for Sabre Hospitality. Joanna MacleodVP EMEA, Service Delivery, American Express Global Business Travel Joanna Macleod Vice President, American Express Global Business Travel Joanna Macleod is Vice President Service Delivery for American Express Business Travel's EMEA Region. Joanna leads a pan-European team which services corporate clients across a wide range of sectors. In addition, Joanna is a Director on the Board of American Express Europe Limited. Joanna specialises in setting up, leading and transforming international service businesses and has experience across multiple sectors. Joanna's passion is the challenge of leading teams in companies or industries going through significant change and delivering sustainable customer value and superior customer service. Prior to joining American Express Joanna spent three years in the Business Process Outsourcing sector, first as Chief Operating Officer at Sitel EMEA leading service delivery and client management and then as a Consultant providing business transformation services in HR Outsourcing sector. She has also worked in Finance, Sales and Operations. While at Dell, she managed Customer Care operations for EMEA across all customer segments. In this role she led the transformation of Customer Care to a lower cost, high quality service model establishing teams in India, Morocco and Slovakia. Joanna has also held Corporate Finance and Corporate Development roles with KMPG and Telecom New Zealand. Joanna holds a Bachelor of Accountancy from Glasgow University and an MBA from Canterbury University. She is also a member of the Institute of Chartered Accountants of Scotland.
  11. 11. Track session facilitator: Derek Williams Derek Williams Founder, the WOW! Awards When Derek Williams set out to identify organisations that give outstanding customer service, he had little idea that his simple idea would take off around the world. The WOW! Awards is now inspiring and motivating people in some of the very best organisations across the UK, in Europe, USA and Australia. His experiences, his insight and his passion make him a hugely valuable contributor to ECEW 2013. Track session facilitator: Alan Woollam Alan Woollam Chief Xperience Officer , Xperience Associates I believe, If you create a memorable customer experience (CX), you’ll retain more of your customers and attract new business through word of mouth. This is by far the best strategy to grow any business. Alan founded Xperience Associates to help companies to define, measure and improve an intentional customer experience. Alan has advised some of the world's largest organisations including Shell, Nokia and Aviva and implemented CX programmes in over 30 countries. Xperience Associates is a founding corporate member of the Customer eXperience Professionals Association and Alan co-chairs CXPA European events. Alan has over 20 years experience of delivering CX programmes and has stood in client shoes. Prior to founding Xperience Associates Alan held senior country, region and global positions with Compaq, Hewlett Packard and led Global Customer Service Assurance for Shell International. Alan is a sought after contributor at conferences, in‐company events and is a regular judge for customer experience awards. Alan holds an MSc. from the Cranfield Institute.
  12. 12. Track session facilitator: Adrian Swinscoe Adrian Swinscoe Adrian Swinscoe is a huge fan of organisations that do great things for their customers. He's helped a few over the last 20 years via consulting, writing, speaking, and training. A former teacher, economist, manager of businesses and leader of teams. He's a lover of simplicity and an advocate of the human touch with a bit of really useful technology thrown in. What does that mean? Well, it means he consults and advises businesses on customer related business strategy, marketing and team performance issues. He's also a popular Blogger & Podcaster and has just set up a youth unemployment project @bldgthebridge. You can find out more about Adrian at CrisBeswick CrisBeswick Thought Leader & Strategic Advisor on Innovation CrisBeswick is an author, speaker, thought leader and strategic advisor on innovation. Specialising in working with senior teams on the strategy, leadership and culture required for innovation, Cris' thought-leadership, unique frameworks and proven methodologies enable clients to build structured approaches to innovation in order to create pragmatic, impactful and organisation-wide strategies for driving differentiation and growth. After gaining a degree in product and industrial design Cris spent over a decade as a successful entrepreneur & CEO building a group of companies including a multi award-winning design consultancy. Over that period Cris worked internationally as an advisor on design and retail strategy and has helped reposition products, brands and drive growth in market sectors for some of the world’s best-known brands. In 2008 Cris sold his companies but remains an investor in and Non- Executive Director and advisor to various organisations. As one of the UK's leading thinkers on innovation Cris sits on think-tanks for both public and private sector organisations. He is an executive faculty member at Henley Business School and a visiting lecturer for both CASS Executive Education and the Centre for Competitive Creative Design (C4D) at Cranfield University. He is also the author of 'The Road to Innovation' a back-to-basics guide to creating that illusive culture of innovation, is a regular guest expert on BBC radio, has appeared on TV and has authored articles for The Times, The Financial Times, The Independent, CEO Magazine,
  13. 13. Director Magazine and HR Magazine to name but a few. More about Cris can be found at his site: Derek BishopDirector, Culture Consultancy Derek Bishop Director, Culture Consultancy Derek has over twenty years experience in leadership roles and a proven track record of delivering business results in high volume and complex environments, whilst leading individuals and teams through change and creating performance based cultures. Formerly a Head of Customer Service at AXA, Derek has been responsible for the design and build of a number of new operations as well as the turnaround of several poorly performing business units. He has worked with the leadership teams of global organisations in the UK, Europe and Asia, assisting them in delivering sustainable performance improvements through achieving organisational culture change. Derek's unique skill set combination of a logical, process mind, high emotional intelligence, deep understanding of people and the ability to "create order out of chaos" make him a trusted advisor to a number of business leaders from SMEs to corporates. Derek has judged for the UK National Customer Service Awards and the European Contact Centre Awards. He is also a keynote speaker covering topics such as leadership excellence, high performing teams, organisational culture, service excellence and leveraging the value of outsourcing. Sophie PatrikiosSenior Director, Consumer Services, LEGO Sophie Patrikios Senior Director, Consumer Services, LEGO Sophie Patrikios has been Senior Director of LEGO Consumer Services for five years, running three contact centres in UK, US and South Korea, and has been with the company for thirteen years. She has previously worked for Mars Confectionery and The Walt Disney Company and is unashamed of picking her employer based on the appeal of the freebies.
  14. 14. Anthony Thomson Anthony Thomson Having left school at 16, Anthony founded his first business in 1987 and sold it in 1998. In 2000, he co-founded the Financial Services Forum, and in 2010 co-founded Metro Bank. He stepped down as Chairman in December 2012. Panelist on ITV's Business Club, member of the money panel on Sky News, Anthony is also Visitig Professor at London Metropolitan Business School. His interests include fine wine and antique guitars. Matthew KempH/O CS Operations, Lebara Matthew Kemp H/O CS Operations, Lebara Matt is the Director of Customer Services for Lebara, responsible for delivering exceptional experiences to over 3.5m customers in eight countries. By focusing on improving the loyalty and advocacy of both employees and customers he has led Lebara to win 13 prestigious customer service awards culminating in "Best Large Contact Centre" at the European Call Centre awards in 2012. Matt has over fifteen years experience in contact centre management across multiple industries, ranging in scale from 50 to 1000+ seats. During his four years at Lebara he has implemented a full transformation programme of both the culture and operation within Customer Services, successfully managing the integration of state-of-the-art Contact Centre technology and reporting suites. Brian StreichInternational Marketing Director, StubHub Brian Streich International Marketing Director, StubHub Brian Streich joined StubHub in 2004, prior to its acquisition by eBay in 2007. Since then he has worked across almost every marketing discipline helping to increase traffic, conversion and net promoter scores. Most recently he was the lead director across the customer buy flow. Brian has
  15. 15. broadened his marketing leadership role to become International Marketing Director and is now in charge of growing StubHub's business outside North America with the same relentless customer focus and strong integration between the North American business and the wider eBay Inc business. In his latest role, Brian brings his experience and expertise in building StubHub into the world's largest secondary ticketing marketplace to help recreate its success on a global basis. Brian leads planning, development and implementation of StubHub’s marketing across all international businesses to generate traffic, customer acquisition, retention and revenue. Susie RivettTraining Manager, ASDA Susie Rivett Training Manager, ASDA Susie joined Asda in 2010 working in the Customer Service Academy for their Contact Centres across the UK and in South Africa. With a background in Education, her focus and passion has always been around colleague development. She has spent the last two years implementing initiatives to improve personal development. She has introduced programmes centred on the values and beliefs of the business, ensuring that the passion for delivering world-class customer service is at the heart of everything we do. The programmes have a strong focus on empowering colleagues to take ownership of their own development. Susie has led Asda Home Office Contact Centre in achieving Investors In People Champion status and now works with other organisations on strategies to help them improve their colleague engagement. Andy MendsOperations Director, GAVI Alliance Andy Mends Operations Director, GAVI Alliance Over the last twenty years Andy has gained considerable experience leading large scale contact centre operations for both Sales and Service, he has also managed end to end Logistics teams, field based Sales organizations as well as developing Operational Strategies for the likes of Coca-Cola. His resume includes leadership roles at British Midland (Airline) ntl:home (telecommunications) and Coutts and Co (private banking). He recently worked for Elizabeth Arden International (Beauty) where he was a key player in successfully delivering their Global Operational Transformation Program during the last three years. He was now taken a new position at GAVI Alliance, a public-private partnership that increases
  16. 16. access to children's immunisation in the developing world. A visionary leader with outstanding interpersonal skills and a burning desire to make a difference and add value, he is the Chairman of the Excellence Awards panel of the Customer Contact Association and was recently awarded an 'Outstanding Contribution to the Industry Award' by the CCA. Hanne LindbladCEO Call Me Hanne Lindblad CEO Call Me Hanne Lindblad, CEO at Danish mobile phone operator, Call me, belongs to a core of new, courageous leaders in Denmark, who, with passion, social responsibility and insight leads based on trust between people. She has a unique ability to inspire, to mobilise her organisation and to gather good people around her. That way, Hanne has earned an enormous goodwill for her organisation from its stakeholders: genuine customer loyalty, media mention and engagement. The result is a series of remarkable results in a blood-red ocean. As the first mobile operator in Denmark Call me decided to make a positive difference within communications in Danish society. At Call me all employees lives a strong trust strategy every single day, with a focus on building powerful social capital - internally and externally. Their "Speak nicely" communications platform has really made the Danes reflect on and talk about the "hard tone" in the public space. Call me's ambition is to contribute to creating a change in attitude in Denmark, in which a higher degree of interpersonal respect and care will ensure a better tone among future generations. Ole KassowCo-Founder, Purpose Makers Ole Kassow Co-Founder, Purpose Makers Ole Kassow, Partner and Co-Founder at Purpose Makers, believes that the future belongs to purpose- driven individuals, companies and organisations. They will have strong cultures, engaged employees and enthusiastic customers, patients, citizens and users. Throughout a long career of entrepreneurship, advisory, public speaking and volunteering, Ole has
  17. 17. been an inspiration, a relentless challenger of conventional thinking and a game changer to leaders, organisations and whole industries in his pursuit to help create a better and happier world - bit by bit. Bob DunnH/O Customer Operations, BSkyB Bob Dunn H/O Customer Operations, BSkyB Bob has over 20 years experience in large scale customer operations in both both B2C and B2B environments in the utility, telco and media sectors. He is currently Group Customer Operations Director at BSkyB where he is responsible for Contact Centre Sales, Service and Technical Support of all group products in the UK and Republic of Ireland. He previously spent 5 years at Telefonica O2 where he had a variety of roles in Customer Experience, Sales and Service, latterly having responsibility for all Consumer, SME and Corporate sales and service operations. His expertise is in operational management and leadership, large-scale transformational change and the delivery of significant business value in an energetic and engaging style. Martin van KrimpenCEO, Business Value Coach Martin van Krimpen CEO, Business Value Coach (Buvalco) Through his teaching consultancy, Business Value Coach ( Martin van Krimpen inspires entrepreneurs to transform their business so much that customers become fans. In his own words, Martin’s collaborative and hands-on approach "Saves the world from bad customer service by delivering better customer experiences - on purpose and by design." Based on a robust, 14-year experience in customer relegoationship management, customer service, complaint management, and customer experience design, Martin knows multiple ways to help companies become more customer-focused. He believes that "delivering unique customer experiences means delivering more than just products and services. It requires organisations to deliver experiences so compelling that customers appreciate it and reward your brand with their ongoing loyalty and advocacy." In addition to his role as principal consultant at Buvalco, Martin is currently responsible for improving
  18. 18. the customer experience for LeasePlan drivers and fleet managers in 31 countries. Martin’s education includes the Intensive Doctorate Program of General Management (IDP) at Nyenrode Business University and he speaks English, German and Dutch proficiently. Sam EllisHead of Customer Experience and Loyalty, Atos Sam Ellis Head of Customer Experience and Loyalty, Atos Sam became Head of Customer Experience and Loyalty at Atos IT Services in 2009 - a position heading a new team. His prime objectives are to drive tactical and strategic initiatives to improve customer loyalty, reduce complaints, gain more customer references and win more incremental business. Atos now has access to consistent, credible customer insight across all levels within its IT Managed Services operation. Sam has driven the global standards used for both end user and customer stakeholder satisfaction management. His remit extends to the fields of organisational culture, company values and behaviour, staff training and recruitment. During his time at Atos, Sam has worked closely with such key IT customers as the Ministry of Justice, the BBC, the Highways Agency and NHS Scotland to drive consistently high levels of user experience at every touch point in the support process. Sam regularly presents and recently presented at the Institute of Directors, London, on "The Future of Customer Experience" alongside Forrester, the Warwick Business School at the Mobile Marketing Association, and was guest keynote speaker at last year's Service Desk Institute Annual Conference. Andy StreetMD, John Lewis Andy Street MD, John Lewis Andy has spent all his working life in the John Lewis Partnership, joining after graduating from Oxford with a degree in Politics, Philosophy and Economics in 1985. After initial postings in department stores, head office and manufacturing units, he became Managing Director, John Lewis Milton Keynes in 1993. He moved to Bluewater in 1998, and in 2000 to Head Office as Supply Chain Director, John Lewis. He was appointed to the Partnership Board as Director of Personnel in 2002. In that role he was responsible for all areas of personnel policy within the Partnership. In February 2007 Andy became Managing Director of the John Lewis Division, responsible for all activities within John Lewis.
  19. 19. Andy is also Vice Chairman of Performances Birmingham Limited, the Board of Trustees responsible for running the City's Symphony and Town Halls. He is also on the Board of London First, a member of the Prime Minister's Business Advisory Group and is Chair of the Greater Birmingham and Solihull Local Enterprise Partnership (LEP).
  20. 20. SPONSORS We carefully select sponsors for ECEW who can provide practical Customer Experience insights and solutions to our audience. We offer our sponsors an unrivalled opportunity to meet the Customer Experience professionals from major European brands who attend the event. If you are interested in sponsoring ECEW or any Focus Group event, please take a moment to view the feedback we received from some of the sponsors who supported ECEW 2012: ECEW 2013 Sponsors: Co Sponsors Media Partners Think Tank sponsors
  21. 21. CO SPONSORS Founded in 1997, Arise Virtual Solutions Inc. is one of the world’s leading providers of virtual business solutions for brands seeking to improve business results through their sales and service channels. Arise customises and delivers high quality voice, e-mail, and chat customer service, technical support, and sales by accessing a large number of home-based service providers through a network of 25,000 entrepreneurial, independent businesses in the United States, Canada, the United Kingdom and Ireland. Arise adds value for its clients through an unmatched combination of superior service and best cost. Through the guiding principle of Undisputed Top Performance™, the company's 100 percent virtual model is able to best match its resources to specific client needs, enabling unparalleled flexibility for companies to grow while improving customer satisfaction. No other company better understands how to bring the virtual solutions model to life for premium brands. Confirmit enables organisations to develop and implement Voice of the Customer, Employee Engagement and Market Research programmes that deliver insight and drive business change. Confirmit's clients create multi- channel, multi-lingual feedback and research programmes that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.
  22. 22. Confirmit's customer engagement model provides the power to listen to the Voice of the Customer, integrate it with financial and operational data to generate powerful insight, and take action that will deliver effective business change and create competitive advantage. Confirmit has 350 employees and is headquartered in Oslo, with offices around the world. Rapide provide customer engagement solutions that drive advocacy to half of the FTSE. Their proactive communication and fast feedback technology lets their clients increase revenue and reduce churn by listening and reacting to the voice of their customers in real-time. Introducing Rapide'sRant & Rave… because emotions run strongest straight after service delivery Rant & Rave is there to capture the pure, untainted opinions of customers at Moments of Truth. Whether they choose to share their views by SMS, MMS, email or even Voice Message Rant & Rave understands it all instantly. Transforming customer experience into business intelligence in real-time. SynGro is a world leader in enabling large organisations to increase their customer loyalty, retention and profitability by capturing, managing and driving action from a Voice of the Customer programme.
  23. 23. By capturing the Voice of the Customer whether it is direct, indirect or inferred across any channel and combining it with clients’ operational systems and data, SynGro enables clients to evolve their customer engagement and create a customer centric culture. Focused on the enterprise sector of the Voice of the Customer market, SynGro’s key clients include Stora Enso, OutoKumpu, Heineken and JP Morgan. SynGro’s clients capture real-time customer feedback across web, mobile, call centre and face to face channels in 61 countries and 40 languages. Crème Conferences is delighted to be working once again with ECEW. Crème Conferences has sourced the venue for ECEW for the past 3 years, we hope you enjoy being hosted at the Grange Tower Bridge Hotel this year. The team at Crème Conferences specialise in sourcing Hotels/venues worldwide for conferences, events, product launches, team building and training. We are totally diverse in terms of the way we source venues. We use a myriad of sourcing techniques that has been perfected over the years to ensure clients are offered a selection of well-matched venues to meet their brief. Hotels and venues are opening up each day throughout the UK and Worldwide, through using Crème Conferences you can be assured that our knowledge of venues is unbeatable and the choices you are offered will remain unbiased. For more information on Crème Conferences speak to Katie Allen who will be attending ECEW on 07888686912 or visit our web site.
  24. 24.
  25. 25. Media Partners is the leading online community for CRM professionals in the UK, serving over 70,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience. Customer Insight is the magazine for managers who are interested in using customer insight (i.e. really understanding what their customers think) to improve business performance. Recent issues have included articles on topics such as customer satisfaction and loyalty, customer experience, customer lifetime value, the UKCSI, consistency in service delivery and complaints management as well as case studies to show how companies use customer insight to improve customer loyalty, sales and profit. We keep readers abreast of the latest thinking in the customer insight world and cover relevant conferences and other events. The Leadership Factor are customer survey specialists. We conduct over 500 surveys each year, helping organisations improve their customers’ experience, satisfaction and loyalty. Our continued growth depends on the proven benefits we can demonstrate to our clients, including Direct Line Group, YHA, Network Housing Group,
  26. 26. LV=, Tata Steel Europe, Richmond Housing Partnership, Pace, Royal Bank of Scotland, Saint-Gobain, Care UK & The Institute of Customer Service, for whom we conduct the UK Customer Satisfaction Index. Our role is more than collecting data and delivering insight. We support our clients to translate survey results into actions that will improve their customer experience. The WOW! Awards – So simple! So effective! So easy to implement! So much impact on the bottom line! Customers love it! Employees love it! Chief Executives love it! Even your Finance director will love it! If you would like to know more then let us connect you with Cadbury, LOVEFiLM, Yorkshire Water, Durham Constabulary, Stoke on Trent Council, Jones Lang LaSalle, Glasgow Housing Association, United Utilities, City University London, MWB Business Exchange, NHS Medway, Family Mosaic, Cleveland Fire Brigade, Stevenage Leisure, Welsh Water, KCOM, Green Bay Police Department and many more. Don’t listen to us, listen to our customers! The Customer Experience Professionals Association (CXPA) is a global non- profit organization dedicated to the advancement of customer experience management practices. Our members are individuals who develop, manage, optimize, and envision how organizations interact with their customers. This community includes customer experience practitioners within companies,
  27. 27. vendors who support customer experience efforts, and other stakeholders in the industry. The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience. Individual membership is only $195. Become a part of the movement and join today.
  28. 28. THINK TANK SPONSORS eGain is the leading provider of cloud and on-site customer interaction hub software. For over a decade, eGain solutions have helped improve customer experience, optimise service process and grow sales—across the web, social, and phone channels. Hundreds of the world's largest companies rely on eGain to transform their fragmented sales engagement and customer service operations into unified Customer Interaction Hubs (CIHs). Headquartered in Sunnyvale, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit or call +44-(0)-1753-464646 (EMEA). Also, follow us on Twitter at and Facebook at The Customer Relationship Consultancy has developed a proprietary customer feedback survey programme that is specifically tailored to the needs of the B2B sector, and our mission is to help organisations manage their key customers, and their key customer relationships, more effectively. Many of our customers are large and complex organisations, servicing large and structurally complex customers. Our simple survey methodology provides an easy way for them to get regular, high quality customer feedback, to bring the voice of the customer into the heart of the organisation, and as a result to stay truly focused on the customer.
  29. 29. SERVICEBRAND GLOBAL is a specialist thought leader, consultant operator and change agent inspiring service for competitive advantage. We are experts in inspiring SERVICEBRAND development, particularly in face to face service environments like hospitality, facilities management and retail, and relationship based businesses such as professional services. Our focus is on the customer experience and translating strategy into outstanding employee behaviour using the SERVICEBRAND Equation (alignment of customer experience, employee engagement and brand DNA). The approach has been applied successfully on an individual business unit, national and global basis to deliver remarkable, sustained improvement across a range of business measures. The Customer Relationship Consultancy has developed a proprietary customer feedback survey programme that is specifically tailored to the needs of the B2B sector, and our mission is to help organisations manage their key customers, and their key customer relationships, more effectively. Many of our customers are large and complex organisations, servicing large and structurally complex customers. Our simple survey methodology provides an easy way for them to get regular, high quality customer feedback, to bring the voice of the customer into the heart of the organisation, and as a result to stay truly focused on the customer.
  30. 30. Day Three Workshop Maximise the impact of the two day event by booking your place on the day 3 workshop. This workshop, priced at only £250+VAT per attendee, offers a practical, hands-on approach to tackling specific Customer Experience issues, and enables you to go back to your organisation armed with the information you need to effect real change. Limited places available ! Click here to book now Please note, workshop entry is an additional price option and only available to delegates who attended ECEW 2013 Your First 100 Days - a toolkit for new CE Managers Martin van Krimpen CEO, Business Value Coach (Buvalco) Martin's mission is to save the world from bad customer service ! Mike Wittenstein CEO, Storyminers
  31. 31. Mike delivers customer experiences on purpose and by design ! If you are new to Customer Experience and you are responsible for developing and managing a customer experience program for your organisation, this exclusive and practical workshop will give you the solid foundation and needed grip! The workshop will give valuable insights with interesting tools, hands-on tips & tricks and practical information to get you started with your own Customer Experience Program. The following topics will be addressed during the workshop: How to get your organisation Customer Experience ready! How to get Management commitment and overcome resistance! How to set up a successful Customer Experience Program! How to keep the Customer Experience Initiative alive within your Organisation! Each delegate to the workshop will be given their own Toolkit to take away with them and help them to achieve the targets set within the workshop. The workshop will be presented by Mike Wittenstein (Storyminers) and Martin van Krimpen (Business Value Coach). Together Mike and Martin master 6 languages! They are both active members of the CPXA - the association of Customer Experience professionals.
  32. 32. Attendees are urged to attend Martin and Mike's Track session on day 2 of ECEW: Track C, Session 2 - as a useful introduction to the content to be covered in the workshop This workshop will be the perfect completion to your ECEW event! Please note - participants on the workshop will be invited nearer the time to a half-hour planning call with the facilitators, so they can discuss with you your background, level of CE knowledge and your requirements, to ensure that the workshop content is of maximum relevance to those who attend Click here to download the Workshop 1 programme Workshop details: Venue: Grange Tower Bridge Hotel, London Start time: 09:00 End time: 12:00 Cost: £250 + VAT Please note - the workshop is only available as an additional option for ECEW 2013 delegates.
  33. 33. VENUE ECEW 2013 takes place at the Grange Tower Bridge Hotel, London
  34. 34. Opened in June 2011, the brand new Grange Tower Bridge Hotel redefines luxury accommodation and events facilities within the famous Tower Bridge district. Signature facilities include an expansive Conference and Events Centre, together with a luxurious Wellness Centre offering an extensive range of beauty and holistic treatments. The Grange Tower Bridge incorporates renewable solar and photovoltaic panels, and has an on-site borehole to reduce water consumption – making it one of the most energy- efficient hotels to open in recent years. We have arranged for discounted accommodation to be available to ECEW delegates - please click here to see the rates on offer. Grange Tower Bridge Hotel, London 45 Prescot Street London E1 8GP Telephone: +44 (0) 20 7959 5000
  35. 35. CONTACT ECEW 2013 is run by the Focus Group, a UK-based company who have been running successful events for the business community for over a decade. If you wish to speak to us - please click on the "request callback" button at the top right of the screen, then we will call you back on the number you provide. Or you can call us directly on: +44 (0)121 709 3938 Alternatively, you can e-mail us at: and we will respond as quickly as possible. Media / press page - click here. Our business details are: The Focus Group Ltd PO Box 16569, Solihull West Midlands B91 9TT United Kingdom Fax: +44(0)845 384 7007 The Focus Group is a Limited Company Registered in the UK (company number 04318580) and registered for VAT (780 360 729).
  36. 36. ECEW 2013BIG SUCCESS Over 200 delegates and speakers gathered at the Tower Grange Bridge Hotel, London, this May for the fifth European Customer Experience World event. With two days of presentations, case studies, Think Tanks and streamed Track Sessions, there was a profusion of content on offer for the Customer Experience professionals who attended. Mark Mullen, the CEO of the award-winning bank first direct, opened the event with a hard-hitting talk - delivered without notes - on the realities of delivering leading Customer Experience. A bank which foregoes an automated telephone system, where the CEO himself contacts customers in person, statements such as "CRM is a wonderful idea - but I've been in the business for 24 years and I've not seen it yet" grabbed the audience's attention.
  37. 37. Derek Allison and Mark Mullen take questions from the floor. After the next speaker, Derek Allison of SONY, concluded his presentation, the first Q & A session of the event got under way, lead by the Chair of the event, the well-known BBC journalist and consumer affairs expert, Winifred Robinson.
  38. 38. Jo Moran, head of Customer Service for Marks and Spencer, addressed the audience on how M & S is delivering a fully multi-channel shopping experience to its customers across the globe.
  39. 39. During the breaks, the audience discussed the previous sessions, with Think Tanks during the lunch intervals on both days facilitating discussions between leading Customer Experience practitioners and the delegates. Sponsors of the event engaged with the audience. In both afternoons, delegates went into Track Sessions, selecting a speaker and theme of interest, with presentations from companies such as ASDA, BSkyB, Pets at Home, easyJet and Aviva.
  40. 40. Tom Allason, founder and CEO of Shutl, presented one of the Track Sessions on day 1.
  41. 41. Day 2 opened with the delegates preparing for another full day of Customer Experience lessons and learnings.
  42. 42. Sophie Patrikios, Senior Director at LEGO, touched the audience with her honest account of how over-reaching for success nearly ended in disaster. Delegates from across Europe, representing all sectors of business, listened to the content on offer.
  43. 43. Sam Ellis from Atos enlivened the afternoon session on day 2 by asking an obliging audience to make paper aeroplanes - one way of making ideas take flight !
  44. 44. Andy Street, Managing Director of John Lewis, a perennial high-scorer in Customer Satisfaction surveys, closed the event with his presentation on the importance of probity and ethics. These colourful characters - "Rant" and "Rave", featured with YiannisMaos of our sponsors Rapide, mingled with delegates during the event getting feedback. Comments on the event included: "I thought the event was fantastic, high quality, competent presentations from a diverse range of speakers. This certainly gave me food for thought!" "The event was fantastic. well organised, very informative and great to be involved in. It was the first event of its kind that i have attended and i feel that i have taken a lot from it from start to finish. looking forward to putting some of the shared knowledge into practice within my workplace."
  45. 45. "Excellent roster of speakers that enabled a different perspective on customer experience from many different industries. Essential for evolving my own customer experience strategy and thinking." We'd like to thank all the delegates and speakers for making ECEW 2013 such a success and look forward to welcoming everyone to ECEW 2014.
  46. 46. ECEW 2013 TESTIMONIALS We're delighted to bring you a selection of the feedback we received from this year's European Customer Experience World. The testimonials below were taken from the "Rant and Rave" feedback gathered during and after the event, thanks to our friends at Rapide. We've also had a very positive review from Customer Experience magazine, describing ECEW 2013 as an "inspirational event", which can be found here. For feedback from the 2012 Engaging for Good event, click here. For feedback from this year's International Customer Experience World in South Africa, click here. A truly great event! Really recommend any Customer Experience / Service professionals attend this event – great speakers, great insight and some very thought-provoking discussion. - Lee Osborn, Head of Customer Experience, SSP As always, the whole event was well managed and covers the CX spectrum, much better than other conferences. - Alan Woollam, Xperience Associates, Director ECEW 2013 was an excellent event – many of the insights and contacts we got and made in those two days are making a solid impact in the way we are working in marketing innovation at AstraZeneca - Daniel Arroyo, New Channels Lead Europe, AstraZeneca Excellent ECEW conference the past 2 days. I'm raving to everyone I speak to ... Loved the Lego, Asda and John Lewis presentations and have made some very valuable contacts for the future! Thankyou to Maggie for organising it all; very professional staff - Nicola Pollitt, Customer Experience Manager, Serco Excellent roster of speakers that enabled a different perspective on customer
  47. 47. experience from many different industries. Essential for evolving my own customer experience strategy and thinking. - Derek Allison, Head of Customer Centricity, Sony Has to be one of the best (probably the best) events I have attended. Exceptional presenters, authentic & entertaining. Passion & enthusiasm is everywhere .... Makes you want to follow, borrow ideas, and go back to lead your own! - Heidi Shute, Corporate Director, Medway Community Healthcare I thought the event was fantastic, high quality, competent presentations from a diverse range of speakers. This certainly gave me food for thought! - Rebecca Hartley, Quality and Experience Manager, Virgin Media It has been fantastic to not just listen but to hear the messages from all the presentations speakers.... - Dawn Stewart, Operational coach, RBS Bank The event was fantastic. well organised, very informative and great to be involved in. It was the first event of its kind that I have attended and I feel that I have taken a lot from it from start to finish. looking forward to putting some of the shared k - Mark Bennett, Northern Gas, Domestic CE Design The organisation was excellent, the speakers fantastic presenters, and the topics very relevant for my job. - Martina Schneider, OHIM, H/O Service The speaker list is impressive; heavy weight, credible and a genuine privilege to hear their insights...a thoroughly worthwhile event to see and hear what my customers are thinking so ever improve our value proposition. - Tobias Mills, Sector Director - Telcos and Media, Manpower Group Very thought provoking and interesting. First client experience event I have been to, has already given me lots of ideas and the motivation to take them back to the office and implement. - Kelly Honzek, Arbuthnot Latham, Banking Operations Manager