Main Conference Day Two

8:00 AM - 8:40 AM Registration and morning coffee

8:40 AM - 8:50 AM CCIQ Opening, Chairperson’s remarks and recap of previous day

8:50 AM - 9:30 AM Keynote case study A Roller Coaster Ride with Merlin Entertainments: Journey into the mind of today’s customer

Steve Messenbird, Global Call Centre Director, Merlin Entertainments
With a mission of ensuring all customers to have a brilliant time and the greatest fun, Steve and his global team have undergone a full cycle from a single 7-seat customer service centre to 5 centres globally, and are now exploring digital channels to provide the next level of customer experience. This keynote case study will bring you the roller coaster journey from the second largest entertainment company in the world.
•A fun ride through Merlin Entertainments full cycle of customer contact journey
•Diversity of demographics and what it means to the ways customers communicate today and 3 years on
•Raising self service: Moving away from telephone channels into web based and digital channels
•Questions for Steve and his Madame Tussauds celebrity support cast

Steve Messenbird

Global Call Centre Director
Merlin Entertainments
· Creating a horizontal organisational structure that supports a redefined customer centricity
· How customer service and marketing roles are blending in to create a world class customer journey
· Breaking down the departmental silo to work together on the common goal
· What can we learn from the disruptive companies?

Matthew Jones

Vice President, Customer Engagement, Life Capital
Swiss Re

Stephen Ingeldew

Former Managing Director, Marketing & Customer
Standard Life

Ryanne Van Der Eijk

Senior Vice President, Customer Experience

Vinay Parmar

Customer & Digital Experience Director
National Express

10:00 AM - 10:30 AM Customer engagement, the future of work, and the digital employee

Joe Gagnon, SVP, General Manager Cloud Solutions, Chief Customer Strategy Officer, Aspect Software
Are you ready? Are you ready for the seemingly impossible to be possible? When it comes to customer service, it’s about connecting questions to answers 24x7x365. It’s about agents and bots working together seamlessly to provide a complete and consumer-driven experience. And it’s about workforce management tools that provide a dynamic and analytically based foundation for how work gets performed. The digital future has given us an infinitely scalable workforce and an empowered consumer. Do you know how digital will impact customer service? your workforce? Think about this… is doing digital the same as being digital? Join me as I talk about real-life examples showing that the future of work is here today. This session will bring to life insights, experiences, thoughts and perspectives for how to leverage big ideas and strategic investments to get remarkable results when the engaged consumer and digital employee come together seamlessly in the future….see you there

Joe Gagnon

SVP, General Manager Cloud Solutions, Chief Customer Strategy Officer
Aspect Software

Sponsored by: Aspect

10:30 AM - 11:10 AM Morning refreshments and networking break in the exhibition hall

Interactive Discussion Group Q

11:20 AM - 12:10 PM Retail

•How the retail industry is transforming their customer engagement
•Engaging your employees to engage your customers
•Developing a value creation and problem solving culture

Interactive Discussion Group R

11:20 AM - 12:10 PM Finance

•How to transform service in a highly regulated industry
•How the finance industry is evolving in customer service and customer interaction
•How can you put innovations into practice and drive real business value

Interactive Discussion Group S

11:20 AM - 12:10 PM Utilities

•How are you finding and retaining the skilled rep that can handle strategic calls?
•What are the new requirements for your reps?
•Hiring the right people, not just people with the right skills
•Coping with the ageing workforce

Interactive Discussion Group T

11:20 AM - 12:10 PM Travel & Hospitality

Olga Quiros, Director, Lodging Support Services GSO, Expedia
•Surviving and thriving in the crowded travel and hospitality market
•How to personalise your customer engagement
•Is your brand and service resonating with your customers?

Olga Quiros

Director, Lodging Support Services GSO

Interactive Discussion Group U

11:20 AM - 12:10 PM Transport

•Providing an effortless experience in terms of reliability
•Delivering superior experience through omni-channel development
•Integrating contact centre, crew and management view to provide a smooth customer journey

Interactive Discussion Group V

11:20 AM - 12:10 PM Government & Public Services

•Outsource vs. BPO – what’s the best practice for government contact centres?
•Conducting performance management in an omni-channel government contract centre

Interactive Discussion Group W

11:20 AM - 12:10 PM Disruptive Camp

•What’s the best way to stay ahead of the innovation curve?
•Coping with the challenges through scaling up
•Aspiring to be the next Fortune 500 – where is the gap?

Interactive Discussion Group X

11:20 AM - 12:10 PM Telco

Gurpreet Gujral, Director of Contact Centres, Three UK
•What’s the best way to deliver optional CX across digital channels
•Reducing churn through CX transformation
•Is robotics a good option for Telco operators?

Gurpreet Gujral

Director of Contact Centres
Three UK

Interactive Discussion Group Y

11:20 AM - 12:10 PM Healthcare

•Incorporating the human component into your service design
•Providing personalised care
•Front end process excellence and innovation

12:10 PM - 1:20 PM Networking lunch in the exhibition hall

Digital Customer Journey

1:20 PM - 1:55 PM Case study: 100% satisfied: Simplifying customer processes to ensure an effortless and highly satisfied customer journey

Philip Purdy, Customer Services Director Europe, Travelzoo
•Ensuring high quality voice channel customer service through multi-skilled agents and partners
•Overcoming language challenges to serve customers from the European region
•Exploring Chat for service: Leveraging the experience from chat for sales pilot project
•Developing simplified web based and IVR self-service tools to reduce call rates
•Delivering an effortless customer experience throughout the customer journey and all touch points

Philip Purdy

Customer Services Director Europe


1:20 PM - 1:55 PM Vendor management dialogue: Set your BPO up for success!

Robert O’Malley, Head of Call Centres and F2F Service Delivery, Money Advice Service
•Are you switching your suppliers too often?
•Is your tight control preventing your outsourced contact centre from innovating?
•Yes you’ve innovated – how do you keep going? In this dialogue session, BPOs and companies will sit down and discuss how to remove frictions and make sure outsourced centres deliver optimised performance.
•Develop a true partnership not a buyer/supplier relationship
•Beyond contracts and process and enter a true partnership
•Setting up the top line strategy to extend your customer vision through your vendors
•Allocating responsibilities and accountabilities to drive results

Robert O’Malley

Head of Call Centres and F2F Service Delivery
Money Advice Service

Data-Driven Customer Insights

1:20 PM - 1:55 PM How much have you truly done to understand your customers and why is that important to your bottom line?

Liam Mulholland, Director of Customer Services, Northern Ireland Water
What has set Northern Ireland Water’s customer strategy apart from the others is the work they have done to establish the insights on their customers. 80% of the calls are from 20% of customers. Liam and his team know which person and business call them the most and exactly why they are calling. With that understanding, they have established a strong bonding with the customers to work with them through their problems. These customer insights have also enabled the customer centric process re-design to ensure customer needs are met better and quicker.
· What can you do to understand your customers: who is calling and why are they calling?
· Using NPS to truly understand your customers
· Work with your customers to enable customer-centric process redesign
· What do you do when the trust breaks down?

Liam Mulholland

Director of Customer Services
Northern Ireland Water

Digital Customer Journey

1:55 PM - 2:30 PM Case study: Shaping the digital customer journey to achieve effortless customer experience

Heike Posset, Director Customer Service, Audible GmbH Sascha Urban, Head, EU Customer Service Performance Controlling, Audible GmbH
In today’s customer age, brands and companies need to be proactive in designing the digital customer journey to achieve effortless customer experience.
Hear about how our digital media leader is boosting self service through new interfaces, funnelled support, direct to chat, video and lower effort channel guidance.

Heike Posset

Director Customer Service
Audible GmbH

Sascha Urban

Head, EU Customer Service Performance Controlling
Audible GmbH


1:55 PM - 2:30 PM Case study: Choosing the right partners for cost control and go beyond your customers expectations

•What are the fundamental consideration factors when choosing a BPO partner
•One size doesn’t fit all: choosing the right partners who can deliver both your customer vision and tactics
•What are the potential pitfalls to avoid

Data-Driven Customer Insights

1:55 PM - 2:30 PM Case study: Building customer experience capabilities across markets to deliver seamless customer experience

Olivier Mourrieras, Head of Customer Experience Centre of Competence, Vice President, E.ON
·EON Customer Advocacy programme: an integrated way in driving enterprise wide customer experience improvement
·Driving group level customer capabilities building
·A holistic approach to move beyond different channels

Olivier Mourrieras

Head of Customer Experience Centre of Competence, Vice President

Digital Customer Journey

2:30 PM - 3:00 PM Panel Discussion: Developing a digital strategy for your customer journey

Anne Marie Forsyth, Chief Executive Officer, CCA
•Map the end-to-end customer journey for different customer segment
•Prototype new digital touch points that reimagine the customer experience
•Build a digital roadmap for process, technology or organisational changes that communicate sequencing and priorities

Anne Marie Forsyth

Chief Executive Officer


2:30 PM - 3:00 PM How can outsourcing stay relevant in the age of self-service, AI and bots?

•How can outsourcing companies lead the innovation curve?
•An evolutionary journey of outsourcing and how can they continue to reinvent themselves in the digital age?
•Working collaboratively with the next generation stakeholders

Data-Driven Customer Insights

2:30 PM - 3:00 PM Driving your customer experience with data driven analytics

Nicola Millard, Head of Customer Insight & Futures, BT
Customer contact strategies are richer in data than ever before. The data collated gives access to everything from the customer’s real-time behaviour to demographic information, customer journey and more. Are customer strategies keeping up with their growing demands?
· Develop a single customer view
· Layer transactional and behavioural data with context to personalised services
· Create a single source of truth through different channels

Nicola Millard

Head of Customer Insight & Futures

3:00 PM - 3:30 PM Afternoon refreshments and networking break in the exhibition hall

3:30 PM - 4:10 PM Thought leadership session Competing in a digital world – success in the world of digital transformation

Vinay Parmar , Customer & Digital Experience Director, National Express
•What does digital transformation mean to the customer contact world
•How do you keep up your customer strategies in the fast paced digital world
•How is digital customer strategy contributing to the organisational level digital transformation?

Vinay Parmar

Customer & Digital Experience Director
National Express

4:10 PM - 4:50 PM Closing keynote session Designing a profitable customer experience In 2017 and beyond

Karen Lim, General Manager, Support Experience & CSS Strategy, Microsoft
•Defining and designing the futures customer support framework
•Having a deeper understanding of your customers through small data analysis
•Best practices and escalation and white glove compliant management
•What would future customer experience and customer contact look like?

Karen Lim

General Manager, Support Experience & CSS Strategy

4:50 PM - 4:55 PM End of CCW 2017