WHO WILL ATTEND?Directors, Senior Executives,Management and Heads ofresponsible for customer andemployee engagement.

Delegate roles include:

• Customer Service• Customer Experience• Customer Insight• Customer Strategy• Digital Customer Experience• Customer Loyalty• Contact Centre• Social Media• CRM• Marketing• Direct Marketing• Digital Marketing Specialists• HR• Operational

QUICK FACTS:• 100+ Senior Delegates• 14+ Presenters• 1-Day Event• 30 Minute Presentations• Followed by Networking Drinks

Our customers, their expectations, their journey, and the ways in whichthey interact with organisations have changed almost beyondrecognition over the past few years. Organisations must also transformif they are to thrive in this Brave New Customer World.

Following on from the success of our inaugural Customer Engagement TransformationDirectors Forum last year, this year’s Forum will help delegates in their quest totransform the way they interact with customers in order to reap the rewards ofsuccessful engagement.

The need to transform our customer engagement strategies has never been moreimportant or more urgent and delegates at this Forum will be shown through world classcase studies the way forward so they can help deliver success through their ownorganisations.

HEAR SPEAKERS FROM....

...AND MORE

23SEP 2016LONDON

CUSTOMER ENGAGEMENTTRANSFORMATIONDIRECTORS FORUM

2‘END USER’

TICKETS£995

SPONSORS ORGANISED BY

CONFIRMED PRESENTATIONSTO DATE INCLUDE:

ERIC HADDADGOOGLE

SABINE VANINSONY

DAVID LITTLECHILDLLOYDS BANKING GROUP

MICHAEL SHERWOODATOM BANK

MIKE TUCKETTTRANSPORT FOR LONDON

PAULA MCKILLENRS COMPONENTS

TOM CRIDLANDTOM CRIDLAND

ED THOMPSONGARTNER

KATHY MCCALLUMRS COMPONENTS

MARTIN HILL-WILSONBRAINFOOD CONSULTING

CHRIS MCILDUFFEMBER SERVICES

JANNEKE DOBBENGREAT WESTERN RAILWAY

PHIL DURANDCONFIRMIT

NEIL MARTINTHE FIRST WORD

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

AGENDA:

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

08:15 REGISTRATION & COFFEE

09:00 CHAIR’S INTRODUCTION Martin Hill-Wilson, Founder, Brainfood Consulting

Martin is a leading customer engagement and digitalbusiness strategist. Also an author and internationalkeynote speaker. Working under my own brand,

Brainfood Consulting, I design masterclasses and transformationalchange helping clients evolve their social and digital capabilities.Current topics include omni-channel design, proactive, low effortcustomer experience, social customer service and customer hubs.All themed around service innovation.

09:10 OPENING KEYNOTE: FIVE STEPS TO CUSTOMER EXPERIENCE TRANSFORMATION Ed Thompson, VP & Analyst, Gartner Research

The customer experience is at the top of the CEO, CMO,CIO and sales and customer service agendas, yet only aminority of organisations have a chief customer officer to

coordinate the initiative. The range of projects that can be used toimprove customer satisfaction, loyalty and advocacy is wide andgetting wider. This session looks at the most common stepsGartner sees organisations taking to improve the customerexperience.

09:40 LLOYDS BANKING GROUP CASE STUDY: BUILDING THE BEST TEAM TO REVOLUTIONISE THE CUSTOMER EXPERIENCE David Littlechild, Head of Culture & Engagement, Lloyds Banking Group

The vision for Lloyds Banking Group is to be the bestbank for customers. The bank recognises that this willonly be achieved by building the best team; wherecolleagues are inspired, engaged and enabled to deliverfor their customers. The bank has made a step change in

the way leaders respond to engagement survey data and connectwith colleagues to support action planning and improvement tosupport Lloyds Banking Group’s vision.

In this session you will hear Lloyds Banking Group’s initiatives tooffer every colleague the opportunity to share their views and helpshape the future of their business, including:

• Evolving our approach to employee engagement from transactional to transformational.• Using information from their annual surveys to support team

conversations and inform action planning and follow-up.• Using the High Performance Engagement Model to improve colleague engagement, enablement to build the best team and achieve their vision to be the best bank for customers.

10:05 TRANSFORMATIONAL CHANGE… SERIOUSLY? Phil Durand, Director, Customer Experience Management, Confirmit

Transformational Change, a worthy goal indeed! Butwhat does it mean and how do you deliver on it based onfeedback from customers, employees and partners.

In this session, Phil Durand, Director, Customer ExperienceManagement at Confirmit, explains the 5 pillars oftransformational change, and some top tips of making it a reality.He also illustrates these points through some tried and testedexamples to help you increase your chances of making a positivedifference, and bring about long-lasting change in yourorganisation.

10:30 TRANSPORT FOR LONDON CUSTOMER EXPERIENCE CASE STUDY: OYSTER AND CONTACTLESS PAYMENT Mike Tuckett, Head of Transformation Delivery, Transport for London

Virtually every resident, worker or visitor to London is acustomer of TfL. Our role in London is broad and varied,which means we touch the lives of millions of people

every day in different ways. Unlike many companies who aim theirproducts and services at a particular type of person, TfL is a publicservice with a duty to meet the needs of everyone making a journeyin the diverse city of London. This includes all demographic groups,some of whom, like disabled people, face additional challengeswhen travelling in London. Mike will be talking about thecontactless and Oyster card payment system and how the initiativehas made life a whole lot easier for Londoners, with customersatisfaction rates reflecting this.

10:55 COFFEE & NETWORKING BREAK

11:15 THE FUNDAMENTAL STEPS TO TRANSFORMATION Chris Mcilduff, Managing Director, Ember Services

As customer management specialists we help leadingbrands develop strategies and find answers to difficultquestions with fresh insights; and then help define,

BIOG

SYNOPSIS

SYNOPSIS

SYNOPSIS

SYNOPSIS

SYNOPSIS

AGENDA:

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

prioritise and deliver the steps to answer these throughtransformation. Using real life examples, we will share with you thefundamental steps to transformation, and bring this to life with ourexperiences in delivering success for our clients.

11:40 SONY CASE STUDY: TRANSFORMING THE WAY THE PLAYSTATION BRAND INTERACTS WITH ITS CUSTOMERS Sabine Vanin, Senior Manager CRM and Digital Analytics, Sony Computer Entertainment Group

PlayStation’s vision for PS4 is to put the players at theheart of everything. Customer Centricity has been thedriving force for CRM at SONY Computer EntertainmentEurope.

In this session you will hear how SONY Computer EntertainmentEurope rose to the challenge to adapt to the expectations of ourplayers and to meet the demands of the business that hastransformed from being a manufacturer and distributor to one ofEurope’s leading digital gaming stores.

12:05 EXPERT SPEAKER: TBC

12:30 WHAT DOES CUSTOMER ENGAGEMENT ACTUALLY MEAN? Adrian Swinscoe, Consultant, Rare Business

Ask ten different people what customer engagementmeans and you’ll probably get ten different answers.Therefore, via a series of case studies featuring firms like

Ryanair, Carharrt, Siemens, HP and Swisscom, Adrian will explorewhat customer engagement means for them and provide clues as towhat how firms can get more out of their own engagement efforts.

12:55 LUNCH

14:00 PANEL DEBATE

14:35 GOOGLE CASE STUDY Eric Haddad, Managing Director, Google For Work, EMEA, Google

Eric Haddad joined Google on April 2011. Previously, hewas Solutions Cloud Computing and UnifiedCommunications Director at Microsoft. He also was

successively Strategic Alliances Director and Sales Director forTelecom and Media segment in France and Europe. He started hiscareer at IBM, and became Channel Sales Director at SunMicrosystems (Oracle) and Sales Director for Telecom, Media andHigh Tech sector at BEA Systems (Oracle).

Eric Haddad is an engineer, graduated from Polytech Orleans andN7 Toulouse. He entered EM Lyon, where he obtained an MBA. In2006, Eric followed the Kellogg School of Management AdvancedExecutive Program in Chicago.

15:00 ATOM BANK CASE STUDY: DISRUPTING UK CUSTOMER CONTACT WITH THE FIRST EVER BANKING APP Michael Sherwood, Head of Customer Experience, Atom Bank

Award winning business leader and change agent with 16years experience in the start up, expansion andstabilisation of large contact centre based organisations.

Extensive experience sponsoring and delivering tactical andstrategic change programmes to improve customer service,operational performance and business profitability.

15:25 RS COMPONENTS CASE STUDY: STRIVING TO CONSTANTLY IMPROVE OUR CUSTOMER OFFERING Paula McKillen, Head of Customer Experience, RS Components & Kathy McCallum, Customer Experience Lead, RS Components

Paula is the Head of Customer Experience Developmentat RS Components.

Responsible for leading the implementation of improvementinitiatives to the customer journey, embedding the brand experienceat every customer touchpoint and influencing a customer culturemind-set and attitude.

Prior to this Paula has spent many years in customer facingleadership roles in several organisations, both B2B & B2C.Her passion are Customer, People, Culture.

EdThompson,Gartner

DavidLittlechild,LloydsBankingGroup

MikeTuckett,TransportFor London

AdrianSwinscoe,Consultant

SabineVanin, Sony

BIOG

BIOG

BIOG

SYNOPSIS

SYNOPSIS

AGENDA:

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

Kathy is a CX Lead at RS Components. A change agentinside the company, using intelligence to drive a focus onmeeting the wants and needs of customers. Kathy’s

expertise is in delivering transformational change, influencing andcreating a persistent cultural focus on the customer and instilling acommon language and mind-set.

Kathy’s career experience is Project Management, Sales &Customer Service Leadership and Customer experience.

15:50 COFFEE & NETWORKING BREAK

16:10 TOM CRIDLAND: A CASE STUDY IN MARKETING WITH LITERALLY NO BUDGET Tom Cridland, CEO, Tom Cridland

How I got my fashion start-up, Tom Cridland, majorinternational press coverage in 6 months with zeromarketing budget and turned it into a well established

brand with customers on six continents. The Tom Cridland is bestknown as the designer of The 30 Year Sweatshirt and has beenfeatured in everything from the BBC to The Times to CBS to TheAtlantic.

16:35 GREAT WESTERN RAILWAY CASE STUDY: FROM RAIL SPEAK TO REAL SPEAK Janneke Dobben, Customer Experience Manager, Great Western Railway & Neil Martin, Co-Founder and Creative Director, The First Word

Janneke Dobben from Great Western Railway and NeilMartin from First Word will be sharing with you theirjourney to transform the way GWR speaks to theircustomers – from the old First Great Western days ofjargon-riddled rail speak to a new, more human, approachfit for GWR.

Starting with a complete rewrite of the materials at theircontact centre, the task soon ballooned across the whole customerjourney – eventually providing a catalyst to change the internalvoice and way the company spoke to its employees.

17:05 CHAIR’S CLOSING REMARKS Martin Hill-Wilson, Founder, Brainfood Consulting

17:10 DRINKS & NETWORKING PARTY

SYNOPSIS

SYNOPSIS

“ONE OF THE BEST EVENTS I HAVE BEENTO, GREAT SPEAKERS, ATMOSPHERE,

CONTENT/MIND SHARE - REALLY ENJOYEDIT AND WILL BE THERE NEXT YEAR. KEEP

ME INFORMED OF FUTURE EVENTS.”

“THERE WAS A GREAT VARIETY OFSPEAKERS AND TOPICS. IT WAS QUITE

HARD TO CHOOSE WHICH ONES TOATTEND. PLEASE DON'T THINK THAT'S

A CRITICISM THOUGH - IT'S ATESTAMENT TO THE QUALITY OF THEAGENDA THAT THERE WAS NEVER AMOMENT WHEN I THOUGHT THERE'S

NOTHING I WANT TO SEE.”

BIOG

2016 EVENTS

2017 EVENTS

INTERNAL COMMUNICATIONSDIRECTORS FORUMFRIDAY 21ST OCTOBER 2016

21OCT 2016

ENGAGE AWARDSTUESDAY 8TH NOVEMBER 201608

NOV 2016

CUSTOMER DATA SECURITYDIRECTORS FORUMFRIDAY 2ND DECEMBER 2016

02DEC 2016

CUSTOMER ENGAGEMENT SUMMITTUESDAY 8TH NOVEMBER 2016

08NOV 2016

CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 6TH JULY 2017

06JUL 2017

FUTURE OF THE CONTACTCENTRE CONFERENCETHURSDAY 23RD FEBRUARY 2017

23FEB 2017

BOOKYOURPLACE

Phone: 01932 506 300 (press 1)

Email: tickets@ebm.media

Online: EngageCustomer.com

EVOLUTION OF WORK CONFERENCEFRIDAY 15TH SEPTEMBER 201715

SEP 2017

INTERNAL COMMUNICATIONS CONFERENCEFRIDAY 15TH SEPTEMBER 201715

SEP 2017

EMPLOYEE ENGAGEMENT SUMMITTHURSDAY 20TH APRIL 201720

APR 2017

■ Access to all seminar streams

■ Lunch and refreshments

■ Drinks and Networking

■ Printed detailed agenda

■ Download of presentation slides

■ Networking Party

Email: nick.rust@ebm.media Phone: 01932 506 300

Or post to: Engage Business Media, Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Please sign and complete the form below - on receipt an invoice will be raised and issued. All invoices need to be paid in full prior to the event.Please reference your invoice number on payment.

First name Last name

Job title Organisation

Address

County Post code

Tel Mobile

Email

First name Last name Job title

Tel Email

First name Last name Job title

Tel Email

First name Last name Job title

Tel Email

First name Last name Job title

Tel Email

Financial Services Retail IT/Telecoms Public Sector Utilities Leisure Manufacturing Leisure & Tourism

Transport & Logistics Business Services Healthcare & Pharmaceutical Consultant Vendor/Service Provider Other

INDUSTRY:

DELEGATE PACKAGE: PRICE:

Terms & Conditions: All payments must be received before the conference date. We reserve the right to refuseadmission if payment is not received in advance of the event. Substitutions will be permitted at any time provided thedelegate fee has been paid in full.

Cancellation: All delegate fees are non-refundable, however are transferable to another Engage Business Media eventon a like for like basis, all transfers are at the discretion of the event organiser. All invoices are due for settlement within14 days from the invoice date unless agreed otherwise. Engage Business Media Ltd must be informed of any disputedinvoices in writing within 14 days from the date of the relevant invoice. If for any reason the event is postponed orcancelled Engage Business Media Ltd accept no responsibility for airfare, hotel or other travel costs incurred by clients.

We value our relationship with you, please check the box if you do not wish to receive information from third parties or would prefer we don’t share your details with our commercial partners.

Data Protection: Engage Business Media Ltd gathers and processes data inaccordance with the Data Protection Act 1998. The information contained aboutyou on this form may be used for future updates about our products and services.Occasionally, we may make your details available to carefully selected externalcompanies for marketing purposes. If you wish your details to be removed or notpassed on to external organisations, please write to Engage Business Media Ltd atthe address on this form.

For BACS payments please send to:Barclays Bank PLC, 3 Church Street, Weybridge, Surrey, KT13 8DD

Account Name: Engage Business Media Ltd

ACCOUNT No: 23232689 SORT CODE: 20-90-56

IBAN: GB50 BARC 209056 23232689 SWIFT CODE: BARC GB 22

Bank transfer:If paying by bank transfer please ensure that remittance advice is sent to

nick.rust@ebm.mediaPlease QUOTE INVOICE NUMBER, failure to do so may result in a delay in

processing your delegate ticket.

CONFIRMATION

www.EngagementCustomer.com@EngageCustomer #EngageForums

YES, I would like to attend the event(s) detailed above and have read the Terms & Conditions. Please send me an invoice which will be paid in full prior to the event(s) detailed.

Signature Date

Printed Name Job Title

REGISTRATION

OTHER DELEGATE DETAILS

CUSTOMER ENGAGEMENT TRANSFORMATION DIRECTORS FORUM

Other - Please specify = £

STANDARD(1 Ticket)

£595+VAT

23SEP 2016LONDON

BRONZE(2 Tickets)

£995+VAT

INDUSTRY/SERVICEPROVIDER£1,495+VAT

SILVER(5 Tickets)

£1,995+VAT

GOLD(10 Tickets)

£2,995+VAT

REGISTER YOUR PLACE