OFFICIAL EVENT ENGAGEMENT GUIDE SUMMIT 2017€¦ · Qualtrics Darryn Allcorn Northern Devon Healthcare NHS Trust Laura Stuart-Berry Grant Thornton UK LLP Chloe Marsh RHP Ross Parker

HOW TECHNOLOGY ISCHANGING THE FACE OFEMPLOYEE ENGAGEMENT

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EMPLOYEEENGAGEMENTSUMMIT 2017THURSDAY 20 APRIL, 2017VICTORIA PARK PLAZA HOTEL, LONDON

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EmployeeEngagementSummit.com @EngageEmployee #EngageSummits EngageEmployee.com

Employee Engagement Summit is organised by Engage Business Media LtdJoin EngageEmployee.com (free membership) and receive Latest News and Features, Weekly Newsletter,Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JGCompany Registration No. 8636460

Steve HurstEditorial Director

E: [email protected]: 01932 506 304

Nick RustSales Director


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James MajorSponsorship Sales


Katie DonaldsonMarketing Executive


Claire PooleConference Producer


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Sabrina ClarkeFinance Department


A very warm welcome to our third Employee Engagement Summit.Building on the success of our first two Summits, today we will examine allaspects of work under the overarching theme of how technology ischanging the face of employee engagement.

The Summit will focus firmly on the key issues, challenges and opportunities aroundengaging our people and includes world class case studies, expert opinion and analysis,round table focus group sessions and high level interactive networking and pollingtechnology.

In addition to a mouth-watering line up of case study presentations from the likes ofHarrods, Thomson Reuters, Heathrow, the NHS, The Co-op, Vodafone, LV= and the CivilService, there will also be presentations from a leading edge roster of experts in the fieldof employee engagement led by Jo Swinson, former employment relations minister whoseopening keynote will address the very purpose and nature of work.

New research from PwC points to major changes ahead in the world of work driven byadvances in technologies such as Artificial Intelligence (AI) and robotics. While up to athird of existing jobs could face automation by the early 2030s, new AI technologies couldboost production and generate more jobs, PwC says.

By boosting productivity, a key UK weakness over the past decade, and so generatingwealth, advances in robotics and AI should also create additional jobs in less automatableparts of the economy as this extra wealth is spent or invested according to PwC.

The virtuous circle formed by highly engaged, motivated and well directed employeesinteracting across the business with increasingly sophisticated and demanding digital agecustomers is the only sustainable way forward.

Our Employee Engagement Summit comes as a growing number of organisations arerealising the business benefits that accrue when they forge a link between engagement oftheir employees and their customers.

Our aim is for our delegates to leave this Summit armed with all the tools and techniquesand insight they need to implement effective and successful long term employeeengagement strategies. Enjoy.

Steve Hurst, Editorial Director

THE TEAM

WELCOME

WELCOME

KEYNOTE STAGE• Opening Keynote: The Purpose of Work 18• Keynote: Innovation: From Buzz Word to Bookmark 18• Keynote: The Second Class Internal Consumer 18• Keynote: Are Employee Relationship Management (ERM) and Customer

Relationship Management (CRM) Two Sides of The Same Coin? 19

KEYNOTE STAGEHALL 1

SUMMIT PROGRAMME – HALL 1• Employee & Customer Engagement, Links to Performance

& Profitability – Part 1 20• Internal Communications & Voice of The Employee – Part 1 21• Strategy & Leadership 23• Evolution of Work 24• Internal Communications & Voice of The Employee – Part 2 26

HALL 2

SUMMIT PROGRAMME – HALL 2• Employee Engagement Reward & Wellbeing 28• Employee & Customer Engagement, Links to Performance

& Profitability – Part 2 29• Transformation & Change Management 31• Future of Work 32• Learning & Development 34

FOCUS GROUPS

FOCUS GROUPS• Inclusive Innovation: Employee Engagement For Your Entire Workforce 36• Rethinking Intranets For Employee Engagement 37

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

Disclaimer. While every effort has been madeto ensure accuracy in the compilation of thispublication, the Publishers cannot be held liablefor errors and omissions.

©COPYRIGHT Engage Business Media Ltd. Allrights reserved. No part of this publication maybe reproduced, stored in a retrieval system, ortransmitted, in any form or by means,electronic, mechanical, photocopying, recordingor otherwise, without prior consent in writingto the publisher.

Platinum Sponsors 40-41

Gold Sponsors 43-44

Silver Sponsors 44

Bronze Sponsors 45-46

Partners 47

Notes 48

Visitor Information 4

Summit Speakers 6-8

Sponsors & Partners 9

What’s On 11

Agenda Summary 12-13

Floorplan 15 & 17

CONTENTS

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SUMMIT HOURS:08:15 – 09.00 Registration & Coffee

09:00 – 10.40 Keynote Stage

10.40 – 11.00 Networking & Coffee Break

11:00 – 13.10 Presentations & Focus Groups

13:10 – 14:10 Networking & Lunch

14:10 – 16:10 Presentations & Focus Groups

16.10 – 16.30 Networking & Coffee Break

16:30 – 17:30 Presentations

17:30 – 19.00 Drinks & Networking Party

19:00 Event Close

Cloakroom:There are free cloakrooms available fordelegates. These are located on LowerLevel 1 near the registration.

Wi-Fi:There is complimentary visitor Wi-Fi accessprovided throughout the show. Please jointhe Network: Park Plaza Hotel Resortsand use the passcode: EES17

Join the Conversation:#EngageSummits @EngageEmployee

First Aid:Please visit the reception desk on theground floor should you require assistance.

Canvassers:The organisers reserve the right to removeanybody found distributing leaflets of anykind or unauthorised sales material at the show.

Business Amenities:The Victoria Park Plaza hotel features allthe services and amenities expected of topcentral London hotels. Guests enjoy afitness centre, 24-hour room service,baggage storage, foreign currencyexchange and an array of other first-classservices.

Travel:The venue is situated within walkingdistance of Victoria train, coach, bus andUnderground stations.

Refreshments:Delegate tea/coffee breaks and buffet lunchare included and will be served in theConference Expo Hall on Lower Level 1throughout the day.

At the Drinks Networking Party at the end ofthe day a complimentary Beer and/or Glass ofwine is provided on behalf of the NetworkingParty sponsor.

• Welcome and registration• Morning Networking coffee break• Lunch• Afternoon Networking coffee break• Drinks Networking Party with

entertainment

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VISITORINFORMATION

From inboxes to outdated intranets, technology has inundated business leaders with more information than ever before. The key to success? Engaging in company conversations without getting overwhelmed. Find out how Jive can transform employee engagement, drive higher productivity and positively impact the bottom line.

Accelerating Employee Onboarding

Making Corporate Knowledge Accessible

Aligning People With Corporate Vision and Goals

Fostering Greater Collaboration & Teamwork

How Jive positive impacts your people

Embracing new technologies can be challenging, but

To view our infographic with more statistics,visit: www.jive.to/embracetech

Jive is the leading provider of modern communication and collaboration solutions for business. For more information, visit www.jivesoftware.com

Lack of Employee Engagementis Killing Your Bottom Line

How Jive helps organisations to transform collaboration and employee engagement.

The outcomes of using Jive:

90%95%43%28%

experience more job satisfaction

feel more connected to colleagues

report a reduction in employee turnover

average increase in productivity

Cathy BrownEngage For Success

Victoria SilvermanThomson Reuters

Jane BarrettThe Career Farm

Sharon KempThe Co-Operative Group

Nupur MallickTata Consultancy Services

Lucy StandingThe Assoc. For Business

Psychology

Niall Ryan-JonesHarrods

Louisa MellorDS Smith

Nicole FergusonWWL NHS

Rupert McNeilUK Civil Service

Jo SwinsonFormer Employment

Relations Minister

Paula StannettHeathrow

Robert LeesonVodafone

Clare MartinJardine Motors Group

Antony RobbinsMuseum Of London

SPEAKERS

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SPEAKERS

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Professor Moira ClarkThe Henley Centre For

Customer Management

Sonya RookeNI Water

David WalkerPersonal Group

Andrew DodmanUniversity of Sheffield

Denise WillettAchievers EMEA

Paul DickinsonConsultant, previously VirginAtlantic Sales and Marketing

Jodie PromodGrant Thornton UK LLP

Amina GrahamRHP

Gary ButterfieldEveryday Juice Limited

Sarah MarrsQualtrics

Darryn AllcornNorthern Devon Healthcare

NHS Trust

Laura Stuart-BerryGrant Thornton UK LLP

Chloe MarshRHP

Ross ParkerLV=

Adam CharlesworthAcademie du Service UK

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SPEAKERS

Steven ThurlowVerint

Lauren CampbellBeekeeper

James SuttonRaleigh International

Dr. Bonnie CheukEuroclear

Victoria Lewis-StephensInstinctif Partners

Derek TongCIPD

Rich MarshDale Carnegie

Ed JonesBeekeeper

David BowmanFresh Intranet

PLATINUM SPONSORS

SILVER SPONSORS

THANK YOU TO OUR SPONSORS

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SPONSORS

BRONZE SPONSORS

GOLD SPONSORS

Change the way the world works

Achievers corporate employee engagement and recognition platform is driving business performance.

Come and chat to us and see why our customers are experiencing 97% employee adoption and increased employee engagement of 22%.

Denise Willett, Senior Director, Achievers EMEA, will be sharing valuable insight into how recognition can be used to align employees with the corporate values and business goals that impact your bottom-line results.

See her on stage in Hall 1.

www.achievers.comT: +44 (0)20 7419 8128 M: +44 (0)77 9151 0037

WHAT’S ON

SESSION ONE 11.00 - 12.00 SESSION TWO 14.10 - 15.10

Employee Engagement. Every company strives for it. But in mostcompanies, there is a mix of both desktop and non-desktop workforce. Howcan we ensure that the entire workforce is engaged? Join our focus groupto discover the approach of inclusive innovation through a digital platformthat engages every single employee. We will cover four industry-specificcase studies and discuss how strategic digital engagement can help drive anorganisational transformation within your entire workforce.

Inclusive Innovation:Employee EngagementFor Your Entire Workforce

FOCUS GROUP 1

ENGAGE BUSINESS MEDIA EVENT APP:New for 2017 is our EBM event app which is packed with event information, networkingfunction, news feed, custom agenda and more.

With the Engage Business Media app you’ll be able to:• Access all the information you need about the event in real time• Check out the agenda and speakers to plan your day• View sponsor profiles for exclusive marketing material & video content• See who else is attending and start networking before the event - send them a message or save their profile• Share updates and content via our event news feed• Access exclusive content from our speakers & sponsors each day in the lead up to the event

FOCUS GROUPS – booking a place.If you haven’t already booked your place, you can do so using the EBM event app. Alternatively, pleasecontact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a firstcome first served basis and we advise you to book early as places are very limited.

Ed JonesBeekeeper



The word intranet conjures up a mix of emotions for most people; good andbad… ok, mostly bad. We think that intranets play a fundamental role in themodern workplace in bringing together what’s become a tangled web ofdisconnected systems. In a cloud based world there are more opportunitiesthan ever to reshape the traditional intranet into a single, easy-to-useemployee platform. One that employees will be sure to engage with.

Rethinking IntranetsFor Employee Engagement

FOCUS GROUP 2


TODOWNLOAD:SEARCH THE APPLE AND GOOGLE PLAY STORES FOR‘ENGAGE BUSINESS

MEDIA’

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11.00 HALL CHAIR: Cathy Brown, Executive Director, Engage For Success

KEYNOTE STAGEAGENDA

SUMMARY

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EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 111.10 Heathrow Airport Case Study: The Magic of Mojo

Paula Stannett, HR Director, Heathrow Airport

11.30 Using Recognition to Drive Business PerformanceDenise Willett, Senior Director, Achievers EMEA

11.50 ‘It’s Not You, It’s Me’Jane Barrett, Author and Career Coach, The Career Farm

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 112.10 DS Smith Case Study: Accelerating Integration Through Employee Engagement

Louisa Mellor, Group Employee Communications Manager, DS Smith

12.30 The New World of Employee Feedback and Practical Tips on How to Get ThereSarah Marrs, Principal Consultant for Employee Experience, Qualtrics

12.50 The Co-Op Case Study: Engaging Colleagues Throughout The Rebuild of The Co-OpSharon Kemp, Colleague Engagement Business Partner, The Co-Op

13.10 Lunch

STRATEGY & LEADERSHIP14.10 WWL NHS Case Study: Healthcare and Employee Engagement – How Significant Improvements Were Achieved in

One of The Most Pressured Sectors in The UKNicole Ferguson, Director and Business Psychologist, WWL NHS

14.30 Building a Brand from The Inside Out Victoria Lewis-Stephens, Managing Partner, Instinctif Partners

14.50 Jardine Motors Case Study: Build Your Employer Brand to Drive Engagement with Real Commercial BenefitsClare Martin, Group HR Director, Jardine Motors

EVOLUTION OF WORK15.10 Tata Consultancy Services Case Study: Workplace Re-Imagination – The Journey at TCS

Nupur Mallick, Director HR, UK and Ireland, Tata Consultancy Services

15.30 Civil Service Case Study: Ensuring we Represent The Public we ServeRupert McNeil, Chief People Officer, Civil Service

15.50 Question Time

16.10 Coffee & Networking Break

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 216.30 Museum of London Case Study: Re-Inventing The Museum…. From The Inside Out

Antony Robbins, Communications Director, Museum of London

16.50 NHS Case Study: Using Technology to Enhance Engagement Within The Public SectorDarryn Allcorn, Director for Workforce and Organisational Development, Northern Devon Healthcare NHS Trust

17.10 Question Time

17.30 Drinks & Networking Party

08.15 Registration & Coffee

09.00 Opening Keynote: The Purpose of WorkJo Swinson, Former Employment Relations Minister

09.25 Keynote: Innovation: From Buzz Word to BookmarkVictoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters

KEYNOTE STAGEAGENDA

SUMMARY

13

11.00 HALL CHAIR: Lucy Standing, Vice Chair, Association For Business Psychology

EMPLOYEE ENGAGEMENT REWARD & WELLBEING11.10 LV= Case Study: Rethinking Recognition

Ross Parker, Claims People & Communication Manager, LV=

11.30 Euroclear Case Study: Engaging Employees to Define The Future of Work: Are You Serious?Dr. Bonnie Cheuk, Director, Global Head of Digital, Knowledge & Social Collaboration, Euroclear

11.50 Question Time

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 212.10 Organisational Climate Trumps Employee Engagement – That is if You Want Best Business Performance!

Professor Moira Clark, Director, Henley Business School

12.30 What If Great Customer Service Professionals Aren’t Just Born, But Can Also Be Made?Adam Charlesworth, Leadership Consultant & Educator, Academie Du Service

12.50 Grant Thornton LLP Case Study: Creating a Shared EnterpriseJodie Promod, Head of Internal Communications & Laura Stuart-Berry, Shared Enterprise Lead, Grant Thornton LLP

13.10 Lunch

TRANSFORMATION & CHANGE MANAGEMENT14.10 Transformation Journey to the Vodafone Digital Workplace – Digital Company, Digital People

Robert Leeson, Head of Global Office IT, Vodafone

14.30 Tools and Capabilites to Support Employee EngagementSteven Thurlow, VP and Global Practice Leader Engagement Management, Verint

14.50 NI Water Case Study: Delivering What MattersSonya Rooke, Head of Organisational Development, NI Water

FUTURE OF WORK15.10 The Future of Work is Human

Derek Tong, Editorial Manager, CIPD

15.30 The Future of Apps in The Delivery of Employee Engagement and HappinessDavid Walker, Chief Commercial Officer, Personal Group

15.50 RHP Case Study: Creating The Workplace of TomorrowAmina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement, RHP


LEARNING & DEVELOPMENT16.30 University of Sheffield Case Study: Creating a Remarkable Place to Work

Andrew Dodman, Chief Operating Officer, University of Sheffield & Gary Butterfield, Co-Founder and Executive Director, Everyday Juice Limited

16.50 Raleigh International Case Studies: BNP Paribas and GoogleJames Sutton, Business Development Strategist, Raleigh International

17.10 Critical Success Factors In Employee Engagement: Lessons from the CoalfaceRich Marsh, Consultant & Trainer, Dale Carnegie

17.30 Drinks And Networking Party

09.50 Keynote: The Second Class Internal ConsumerPaul Dickinson, Consultant, Previously Virgin Atlantic Sales and Marketing Director

10.15 Keynote: Are Employee Relationship Management (ERM) and Customer Relationship Management (CRM)Two Sides of The Same Coin?Niall Ryan-Jones, Head of Employee Experience, Harrods


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Lower Level 1 - Seminar Halls 1, 2 and Focus Groups

FLOORPLAN

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BusinessCentre

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Cloakroom

RegistrationLifts

Entrance Entrance

Stairs toReception Restroom

Help Desk

Platinum Sponsor

Gold Sponsor

Bronze Sponsor

Event partner

SUMMIT PROGRAMME – HALL 1• Employee & Customer Engagement, Links to Performance

& Profitability – Part 1• Internal Communications & Voice of The Employee – Part 1• Strategy & Leadership• Evolution of Work• Internal Communications & Voice of The Employee – Part 2

SUMMIT PROGRAMME – HALL 2• Employee Engagement Reward & Wellbeing• Employee & Customer Engagement, Links to Performance

& Profitability – Part 2• Transformation & Change Management• Future of Work• Learning & Development

HALL 1 HALL 2

Improve service culture in your companyIncrease employee and customer engagement

Consulting in service strategy

Training and ongoing support

Benchmarking, communications and capacity building for managers

R&D, conferences and publications

Our expertise:

[email protected]

www.academieduservice.com/en @UKandServices

Academie du Service UK

Lower Level 1 - Sponsors and Expo Hall

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Registration & Coffee

Opening Keynote: The Purpose of WorkJo Swinson, Former Employment Relations Minister

Work is an anchor in our lives, yet engagement levels vary wildly.

Jo Swinson will draw on her experience from Government and as Chair of the CIPD Policy Forum to placeemployee engagement in context of the business and societal challenges of our time. From colleaguerelationships to customer satisfaction, from productivity to trust, engagement is key. Jo will get you thinkingand set the scene for an idea-packed day.

In September 2012, Jo Swinson became Minister for Employment Relations and Consumer Affairs in the Departmentfor Business, Innovation and Skills and Women and Equalities Minister. She was elected as the Liberal Democrat MP forEast Dunbartonshire in 2005.

Keynote: Innovation: From Buzz Word to BookmarkVictoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters

How do you engage employees in the future success of your organisation? How do you help them fall in lovewith an activity that drives success and energises teams but has become something of a corporate cliché?

Thomson Reuters’ Director of Innovation Enablement, Victoria Silverman, will take you through her company’sreinvigoration of innovation as an activity, value and catalyst for change. She promises that you’ll put pen topaper or fingertip to gadget to capture tactics you can apply in your own role, and learnings from an ethos that’semotionally intelligent, creative and inclusive. Victoria will show how to engage millennials and other colleaguesalike by ensuring form and substance meet when it comes to applying an abstract concept that’s vital to anyorganisation’s success – and all without an agency.

Victoria Silverman is a global engagement specialist who gets results by using visuals, words and ideas to inspirecollaborative behaviours and to build the right culture for a business to succeed. Her background is in journalism,teaching and corporate storytelling. Until recently, Victoria led Thomson Reuters’ global employee engagement forDiversity & Inclusion and Corporate Responsibility, delivering record breaking, award-winning campaigns including:Women Who Rock! a celebration of women and the men who support them in the workplace; On Side With Pride, tosupport LGBTQ colleagues and programs; Steps to a Smaller Footprint, an energy efficiency drive that supported thereduction of $1 million in energy bills; and We4She – a month-long UN-related initiative to inspire male and femaleemployees to mentor, coach or sponsor a woman or girl – which drew 49k views, likes, comments and 1k pledges amongthe company’s 50k-strong workforce in 100 countries. Her most recent campaign #dare2disrupt dares employees to liveand love innovation at work.

She has also been communicator in chief for the London HR community, which was all about bringing people together,breaking down silos and sharing knowledge. Victoria has worked for Deloitte, ITV and the Government in editorial,corporate comms and change management roles. In her spare time, she is director of The Missing Manual Ltd andfounder of the parenting online community BeTeenUs.com.

Keynote: The Second Class Internal ConsumerPaul Dickinson, Consultant, Previously Virgin Atlantic Sales and Marketing Director

Why do world class service brands make huge investments in outsourcing external consumer engagement toadvertising, branding and PR agencies but only a fraction of that amount engaging their internal audience?

In this talk Paul Dickinson will compare the challenges of making award-winning advertising campaigns withthe complexity of creating an employee engagement culture. He draws from his experience of engaging theemployees of two very different brands, with two very different cultures and considers the interplay betweenexternal and internal messaging.

09:00-09:25

08:15-09:00

09:25-09:50

09:50-10:15

SUMMITPROGRAMME

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KEYNOTE STAGE

KEYNOTE STAGE

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KEYNOTE STAGEPaul shares the successes and pitfalls of his ‘inside-out’ and ‘outside-in’ engagement strategies. Exactly whatdoes it take to make sure employees are equipped and energised to deliver a big brand promise to customerswith huge expectations?

In a career spanning 30 years working for a variety of leading international service companies, Paul Dickinson has beenat the forefront of creating unique and distinctive customer service propositions. His most recent experience as a seniorexecutive spans both operational and sales and marketing roles. For Christie’s, the world’s leading art business, he wasGlobal Operations Director and then Chief Operating Officer Asia. Before that he spent 10 years at Virgin Atlantic asboth Director of Customer Service and Sales & Marketing Director. In the latter role he created award winning marketingcampaigns which included digital, print and TV elements and which built on Virgin’s service culture. During this periodVirgin Atlantic regularly topped the league tables measuring brand admiration and respect amongst consumers. Othercompanies he has worked for include British Airways, Visa International, Air Miles and the RAC.

Keynote: Are Employee Relationship Management (ERM) andCustomer Relationship Management (CRM) Two Sides of TheSame Coin?Niall Ryan-Jones, Head of Employee Experience, Harrods

Can employee engagement incorporate learning from the practices of Customer Relationship Management(CRM) the marketing art of increasing customer loyalty? Are Employee Relationship Management (ERM) andCRM two sides of the same coin?

Harrods Head of Employee Experience, Niall Ryan-Jones, will take you through how employee engagement isbeing shaped for the future through the lens of CRM. He will share how Harrods is developing employee datacapability and utilising insight from numerous employee touch points to develop a deeper understanding of howengagement is influencing performance. Niall will also discuss how engagement practise are being shaped todrive a great employee experience that is aligned to driving a great experience for Harrods customers.

Niall Ryan-Jones has worked in retail his entire career for various companies such as Primark, Debenhams, House ofFraser, Liberty and Harrods.

For the last 15 years Niall has worked specifically in the employee engagement space starting in internalcommunications, which later expanded to incorporate employee engagement and employer brand management. Inrecent years his career has taken a new direction, which now sees him working as Head of Employee Experience at theworld famous retailer, Harrods. His role encompasses many employee touch points such as internal communications,benefits and recognition, corporate responsibility, corporate health, employee engagement and employer brandmanagement.

Over the years Niall’s work has assisted transformation within the organisation to the point where Harrods has receivednumerous accreditations, such as being a ‘Best Company to Work For’, ‘Top Employer ’ six years in a row, Accredited byGlassdoor and LinkedIn. In addition to this employee turnover is the lowest amongst its peers and employee engagementis at a healthy 80%. This has undoubtedly gone some way to enabling Harrods to deliver industry leading levels ofservice, sales and profit, over the last 10 years.

Niall’s ongoing focus is to ensure employees are equipped and inspired to deliver an exceptional customer experience,which is underpinned by an exceptional employee experience. This will enable Harrods to maintain its desired position tobe the employer of choice within luxury retail.

Coffee & Networking Break10:40-11:00

10:15-10:40

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE& PROFITABILITY – PART 1

Heathrow Airport Case Study: The Magic of MojoPaula Stannett, HR Director, Heathrow Airport

Heathrow’s vision is “To give passengers the best airport service in the world” and will get there by deliveringon its four corporate priorities. Mojo is one of these priorities, where Heathrow is striving to be a “Great Placeto Work”. A further priority is to transform Customer Service. Hear what Heathrow has done to driveengagement across the business, the community and in its supply chain. Paula will also share how this strategywas applied to the opening and ongoing leadership of Terminal 2 (T2) and the impact this has had on passengerservice with T2 now being seen by passengers as delivering the best service in Europe.

Paula was appointed to HR Director in January 2013. She has worked at Heathrow for 13 years, most recently as HRDirector for our Airports Division and Support Services and previously as programme lead for Heathrow’s WinterResilience. Paula has a strong record of engaging staff to successfully put in place organisational change and improvement.

Using Recognition to Drive Business PerformanceDenise Willett, Senior Director, Achievers EMEA

According to Gallup, companies with highly engaged workplaces outperform their peers by 147% in earningsper share; so it’s no surprise that engaging employees and promoting positive workplace culture are both highpriorities for business leaders.

Denise will be looking at why employee engagement is more important – and harder to achieve – than everbefore, and demonstrate the powerful link between recognition and engagement. Using client examples, she’llbe sharing valuable insight into how recognition can be used to align employees with the corporate values andbusiness goals that impact your bottom-line results.

As Senior Director of Achievers EMEA, Denise is focused on helping our clients build successful recognition programmesthat align with strategic business objectives. Since 2012, she has had the opportunity to lead and develop a fantasticteam of Customer Success Managers and partner with many diverse, global organisations who share her passion forcreating a work environment committed to employee recognition and engagement. Denise has over 16 years ofexperience working with large enterprise, global organisations. Prior to joining Achievers, she spent 13 years at IBMCanada, where she specialised in technology services. Denise holds a Bachelor of Commerce degree from the SaintMary’s University in Halifax, Canada.

HALL CHAIR:Cathy Brown, Executive Director, Engage For Success

As the Exec Director for Engage for Success I engage and energise audiences around business change, leadership andinnovation. I passionately believe that helping people find a better way to work can make a big difference to people’slives, their organisations and ultimately to the country.

Engage for Success is a social movement committed to releasing the capabilities of employees to improve performance,instigate growth and enhance wellbeing. It operates across the public, private and third sectors and enjoys significantGovernment support.

As director for Engage for Success, I have wide ranging experience across the public, private and third sectors in raisingawareness and providing practical guidance to organisations looking to improve employee engagement. With abackground in delivering strategic transformation programmes for a FTSE 100 company, I recognise the importance ofvalues, good management practices, authentic leadership and the ability to listen in creating environments where peoplecan bring the best of themselves to work every day.

11:00-11:10

11:10-11:30

11:30-11:50

HALL

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HALL 1

‘It’s Not You, It’s Me’Jane Barrett, Author and Career Coach, The Career Farm

Despite some of your company’s best interventions, some people are disengaged. In other words – the classic,‘it’s not you, it’s me’! Some you may be happy to lose. Others you really want to keep, as they are the talent,which will drive your business forward. According to Wired Magazine, more people will be in gig employmentthan conventional employment by 2050. How can you hold on to talent, keep them engaged and get the bestfrom them?

I will share what I have learned from working with some of the most talented potential leaders from all over theworld and the method I use to help them work out what they want and what they have to offer. Marry this with acompany who can offer the kind of work they love to do and you go a long way to having an engaged andproductive workforce.

For 16 years I’ve worked with executives in corporates to help them proactively take charge of their career. My workhelps people be more engaged and productive at work, a win/win situation for employee and employer. I am a guestlecturer to exec MBAs, full-time MBAs and alumni at some of the leading business schools in Europe. In January 2017the 2nd edition of the book I co-authored ‘If not now, when? How to take charge of your career’ will be published byBloomsbury. I have been a guest on Radio 4, PM Programme and been featured in the Financial Times

Originally a Chartered Surveyor I changed career into recruitment where I recruited for a range of organisationsincluding banks, FMCG, blue chip, private and start up Ccompanies. My last corporate role was as a RecruitmentManager for PricewaterhouseCoopers. I am driven by a desire to help people grow their own career and have a popularpodcast on iTunes called ‘Grow Your Own Career’.

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 1

DS Smith Case Study: Accelerating Integration ThroughEmployee EngagementLouisa Mellor, Group Employee Communications Manager, DS Smith

Academics and HR practitioners alike are well aware of “people risk” in mergers and acquisitions. The ability of acompany to release the potential value of the combined companies is heavily reliant on the engagement ofthose involved in the process and the cultural integration of the businesses. DS Smith, a leading supplier ofsustainable packaging solutions, are proud to have grown significantly over the past five years, predominantlythrough acquisitions. This session will draw on our experience of integrating businesses ranging in size andcomplexity from small family-run operations to divested Divisions of large multinationals, highlighting some keylearnings that would apply in any significant reorganisation or change project, as well as M&A.

Louisa Mellor, Group Employee Communications Manager at DS Smith, qualified with an MSc in Human ResourceManagement and Organisational Analysis from King’s College London, specialising in work engagement andcommitment. Since then Louisa has continued to pursue this area of interest through a variety of HR roles, alwaysdriving to create a working environment that enables employees to thrive and perform against aligned goals. Mostrecently she has supported communication, culture change and employee engagement throughout acquisition andintegration processes on a global scale.

The New World of Employee Feedback and Practical Tipson How to Get ThereSarah Marrs, Principal Consultant for Employee Experience, Qualtrics

It’s a confusing time to be in HR and trying to figure out how to use employee surveys and feedback effectivelythrough an organisation. Technology has moved on at a pace, and there’s a proliferation of new toolsets to use.

Sarah Marrs is a Principal Consultant for Employee Experience at Qualtrics and works with brands like Adidas,HSBC and Sephora to implement new mechanisms to collect employee feedback. She’ll be sharing her insights andpractical guidelines on how to start taking steps towards different feedback mechanisms in your own organisation.

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Sarah has been specialising in designing and running Employee Engagement surveys for seven years. She joinedQualtrics in April 2015 after spending some time in-house at Tesco delivering their global employee survey. Prior toTesco Sarah worked at the Hay Group for 4 years based in their Melbourne, Australia office. She led accounts for theirlargest clients in the region, designing and delivering impactful survey programs. Sarah has particular experience indelivering surveys to Financial Services and Retail organisations, and is a big believer in the power of listening to andacting on employee feedback. At Qualtrics she works with organisations looking to explore innovative ways of gettingfeedback from their employees, helping them find solutions that are both robust and innovative.

The Co-Op Case Study: Engaging Colleagues Throughout TheRebuild of The Co-OpSharon Kemp, Colleague Engagement Business Partner, The Co-Op

2016 was a big year for the Co-op. The member owned group revitalised its brand, launched a new propositionand introduced a new set of values. After rescuing the business from the crisis of 2013/14 the group started ona journey to rebuild and renew the 173 year old organisation. At the heart of this was an engagement challenge.How do you engage colleagues and leaders in yet more change? More importantly, how do you sustain thechange and truly transform? Being Co-op began as a large-scale engagement programme, but has evolved into acolleague movement, a reaffirmation of the co-operative culture. It began by, informing, inspiring and equippingleaders and went onto help all 70,000 colleagues find an emotional connection with what the society stands for.Learn about the tools and techniques used to make the change happen and the tricky challenge of ensuringBeing Co-op is here to stay.

Driven, straight talking individual with a passion for realising both social and commercial benefits through creative andinnovative communications. I’m fascinated by human behaviour and love the challenge of taking people on a journeythrough change.

I enjoyed in house roles within the pharma and utilities sectors, developing communication programmes through severalmergers, acquisitions and JVs before joining the team at Corporate Culture. Since then I’ve been lucky enough to work onsome amazing transformation programmes that have made a real difference. I like getting to grips with a brief andhelping clients crystallise what it is they are trying to achieve then developing a tailored solution that will help themachieve it. Specialties: Culture Change, Change Management, Lean Sigma, Marketing Communications Strategy, SocialMarketing, Behaviour Change, Health Communications, Internal Communications, Employee Engagement, StakeholderEngagement, Business Development

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STRATEGY & LEADERSHIP

WWL NHS Case Study: Healthcare and Employee Engagement –How Significant Improvements Were Achieved in One of The MostPressured Sectors in The UKNicole Ferguson, Director and Business Psychologist, WWL NHS

In 2011, Wrightington Wigan and Leigh NHS Foundation Trust (WWL) had the some of the lowest levels ofmorale and employee engagement within the whole NHS. Over the last five years WWL embarked on a culturalchange programme and in 2013 designed and launched “Go Engage”, an evidence based framework that helpsturn employee engagement science into practice, implementing diagnostics and practical tools at bothorganisational and local levels. Led by Nicole Ferguson, Chartered Occupational Psychologist, Go Engagehelped WWL reach the top 10% most engaged NHS Trusts for two consecutive years in 2014 and 2015, andhelped deliver significant improvements in patient care. This led to them winning a number of national awardsfor their unique approach and share their programme more broadly across the NHS and beyond. In this session,Nicole shares WWL’s journey to drive improvements in employee engagement in one of the most pressuredsectors in the UK, how Go Engage provided the solution, and some of the lessons learnt along the way.

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Nicole is a Chartered Occupational Psychologist, and began her career within Organisational Development for theFacilities Management industry. She has also spent time working in consultancy, advising and supporting a number oforganisations including FTSE 100 companies and the NHS. In 2012 Nicole worked in occupational psychologyconsultancy specialising in employee engagement and psychological well-being. She then joined the NHS in 2013 asHead of Staff Engagement for Wrightington Wigan and Leigh (WWL) NHS Foundation Trust, bringing with her theknowledge and experience gained from working in the engagement/well-being field. She is responsible for embedding aculture of employee engagement through the national award winning “Go Engage” Programme and works in partnershipwith staff and senior leaders to enable sustainable employee engagement. As a result, in 2014 and 2015 WWL achievedits best national staff survey results to date, reaching the top 10% of NHS Trusts. The organisation also gained runner upin the Health Service Journal/Nursing Times top 100 Best NHS organisations to work for and is one of the topperforming hospitals in the North West.

Building a Brand From The Inside Out Victoria Lewis-Stephens, Managing Partner, Instinctif Partners

How do some of the world’s most iconic brands engage their people in their company strategy?Join InstinctifPartners to learn how to foster a connected global community, inspire brand fans and drive change across yourorganisation.

Key insights include:

• How to use gamification to engage a disparate global audience in your strategy• Techniques to help drive change during periods of business transformation• How to empower employees to turn strategy into action

Victoria is Managing Partner at instinctif Partners, a leading engagement and communications agency. As a passionateadvocate for the impact employee and customer engagement can have on driving business growth and performance sheis responsible for developing compelling engagement strategies for some of the worlds biggest brands. Victoriaspecialises in helping businesses engage their people during periods of significant change, turning them into growthdrivers and brand advocates. She has worked with Direct Line, Starwood Hotels, HSBC, eBay, Lloyds Banking Group, DeBeers, Thomson Reuters, Unilever, Royal Bank of Scotland, Wolseley plc, British Gas, and Specsavers.

Jardine Motors Case Study: Build Your Employer Brand to DriveEngagement with Real Commercial BenefitsClare Martin, Group HR Director, Jardine Motors

Jardine Motors Group is the fourth largest motor retailer in the UK, employing approx. 3000 employees andrepresenting 23 brands, including Audi, Mercedes-Benz, Porsche, Jaguar, Land Rover, Volvo, BMW and more.

Since 2015, the company’s people agenda has gone from strength to strength! Attrition has reduced by 10%,the latest annual employee survey gained a 90% engagement score, their career website see approx. 4,000applicants per month and direct hires account for 75% of all new joiners, to name just a few outstanding results.JMG’s HR team were also recognised by Jardine Matheson group in November 2016 and won both a Global HRTeam of the Year award and a Global Outstanding Employee Engagement Strategy award , which was a realaccolade given JMG is the smallest company in the wider group which globally employs 400,000 people.

Clare has more than 20 years’ senior management experience working across multiple industry sectors, but has alwaysworked in fast paced environments and with organisations undertaking transformation and change including M&Aactivity. Clare is recognised as a leading figure in retail HR and speaks regularly at a number of leading industry events.She is commercially astute and result driven, with a proven track record of success leading multiple complex projectssimultaneously. Her career also allows her to give an expert analysis of organisational development, change, strategicplanning and executing customer experience programmes.

Clare holds a post graduate diploma in HR Management, is a Fellow member of the CIPD and has a Masters certificatewith the Financial Times in Non-Executive Directorship. She is passionate about bringing a greater gender balance intothe UK workplace and is a key industry figure in leading this shift in perception. One of Clare’s chief objectives is to showthe UK that automotive retail is an enjoyable and satisfying career for talented people, regardless of their gender.

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EVOLUTION OF WORK

Tata Consultancy Services Case Study:Workplace Re-Imagination – The Journey at TCSNupur Mallick, Director HR, UK and Ireland, Tata Consultancy Services

Talent retention and organisational productivity have assumed a primary role in determining organisationalcompetitiveness, business agility, and customer experience.

Enterprises need to re-imagine human resource management along various dimensions such as employeeengagement, learning, idea crowdsourcing and co-innovation. Institutionalising contextual, role-basedcollaboration platforms for employee engagement and integrating these with transactional businessapplications help address this objective.

Tata Consultancy Services’ Workplace Re-imagination offering establishes a pan-enterprise social network thatleverages a mobile messaging tool to facilitate knowledge discovery and contextual employee interactions. Byenabling smooth integration of HR related business processes with the intra-enterprise social networkingplatform, we enhance workforce productivity and reduce talent attrition. The journey is on…

Nupur has been with Tata Consultancy Services (TCS) for 19 years and in December 2005 she was appointed HR Directorfor UK & Ireland. In this role Nupur is responsible for the end to end HR function for over 11,000 employees from 39nationalities. Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence,retaining and developing talent and structuring compensation & benefits. Her excellent people and change managementskills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the‘Investor in People’ certification and retained the Gold status for the second time and awarded Britain’s Top Employers forfive consecutive years. Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achievedthe platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index.

Prior to this role, Nupur was HR Head for TCS Mumbai with over 10,000 employees. She was responsible for drivingperformance oriented culture, establishing world class induction process, career and succession planning and employeeengagement. She has been with TCS since 1997 working in various strategic HR roles contributing to the growth of thecompany from few thousand to over 340 000+ employees across the globe.

Civil Service Case Study: Engagement – The Key to InclusivityRupert McNeil, Chief People Officer, Civil Service

As the Chief People Officer for the Civil Service, Rupert is responsible for issues affecting over 400,000 people.One of the key goals of the Civil Service’s Workforce Plan is to make the civil Service the most inclusiveemployer in the UK.

In this session, Rupert will be exploring how the Civil Service is engaging with staff across multiple locations anddepartments, to ensure that as a workforce we are representative of the public we serve.

Rupert was appointed as Government Chief People Officer on 1 January 2016, joining the Civil Service from LloydsBanking Group, where he was Group HR Director. Rupert began his career at the Confederation of British Industrybefore becoming a partner in Arthur Andersen and Deloitte. Since then he has worked for Barclays Bank plc, first asExecutive Management Director and then as the HR Director for Global, Retail and Commercial Banking, and at Avivawhere he was UK HR Director and then HR Centre of Expertise Director.

Question TimeNupur Mallick, Tata Consultancy ServicesRupert McNeil, Civil Service

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INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 2

Museum of London Case Study: Re-Inventing The Museum….From The Inside OutAntony Robbins, Communications Director, Museum of London

Museum of London Communications Director Antony Robbins takes us through a journey as he and hiscolleagues embark on plans to open up a brand new museum for London, in West Smithfield in 2022. This is allabout change: and it starts from within, among staff and volunteers. Leadership challenges lie ahead as themuseum appoints architects and applies for planning permission. But this is so much more than bricks andmortar. The aim is to challenge the very concept of a museum and at the heart of this transformation is makingsure the Museum of London has the right people to deliver its ambitions – and to re-caste the museum’srelationship with London and Londoners.

Antony Robbins, 52, is the Director of Communications at the Museum of London and Museum of London Docklands.He joined as the organisation opened its £22m Galleries of Modern London in 2010. The museum’s focus is onbecoming better known and reaching more people and it has invested considerably in digital technology. Its award-winning StreetMuseum app and films on YouTube have helped connect it to a cooler, more contemporary Londonaudience. This has both helped shape the museum’s brand and build its visitor numbers. The museum now has plans toleave its current site. By 2021 it will open up a state-of-the-art new museum just up the road in London’s nearby WestSmithfield. Much of Antony’s career has been in international relief and development. He worked at the UKgovernment’s Department of International Development and for aid agency CARE International. His role took himacross Latin America, Asia, the Balkans and sub-Saharan Africa. Antony was born in London – the city he still calls home.

NHS Case Study: Using Technology to Enhance EngagementWithin The Public SectorDarryn Allcorn, Director for Workforce and Organisational Development, Northern Devon HealthcareNHS Trust

This session will cover how Northern Devon Healthcare NHS Trust has used technology to enhanceengagement across a diverse and complex workforce that provides services across 1,500 square miles of ruralDevon. As in many other organisations, staff are the biggest cost for NHS Trusts, who are continuouslychallenged to balance quality and finance. By viewing staff as an asset, rather than an overhead, Darryn willexplain how better staff engagement programmes, accessible 24/7, can deliver benefits in areas such asproductivity, innovation, absence, employee retention and cost control.

Darryn qualified as a registered Nurse in 1995 and started his career in acute medical nursing, undertaking a variety ofnursing roles before developing an interest in Education and Organisational Development. Initially this transition was asa clinical educator both within the NHS and University arenas, the passion for Organisational Development continuedand he was appointed as Head of Education and staff development in 2005. In 2010, he was appointed AssistantDirector for Workforce at Northern Devon Healthcare NHS Trust. During this time he led a number of servicedevelopments and changes in processes that have enhanced staff experience and access to development, whilstsupporting a portfolio of Organisational Development and implementing a process that enabled detailed workforceplanning, and enhanced the cohesion of workforce systems. Darryn expanded his role in January 2014 to becomeinterim Director for Workforce and Organisational Development which includes a wide portfolio of Human Resources,Equality and Diversity, Occupational Health including health and wellbeing, staff development, workforce systems andplanning. He has established models that support staff engagement and enhanced key workforce systems andinfrastructure, key areas of success include apprenticeship models, widening access and engaging the young workforce,use of technological solutions.

Question TimeAntony Robbins, Museum of London

Darryn Allcorn, Northern Devon Healthcare NHS Trust

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EMPLOYEE ENGAGEMENT REWARD & WELLBEING

LV= Case Study: Rethinking RecognitionRoss Parker, Claims People & Communication Manager, LV=

Effective recognition is an essential tool to embed an organisations goals and values whilst making youremployees feel valued and appreciated. However in financially challenging times, employers have begun todeprioritise employee engagement and recognition in the expectation that it costs money.

It’s important to re-evaluate what drives motivation for your people and how you can reward employeeswithout hurting your bottom line.

Ross is an experienced People and Communication Manager with an impressive track record for implementing newengagement initiatives boasting industry leading results. Ross was instrumental in LV= winning Best EmployeeEngagement Strategy at the 2016 UK Customer Satisfaction Awards and now leads Engagement activities for a diverse3500 General Insurance workforce. His influence in shaping and embedding a people centric consciousness within theGI Claims arena in particular saw him recognised in the Young Achiever category at a number of industry awards. Ross isan advocate for engagement being operationally led and believes it to be critical to fully understanding context, rootcause and future engagement risks.

Euroclear Case Study: Engaging Employees to Define The Futureof Work: Are You Serious?Dr. Bonnie Cheuk, Director, Global Head of Digital, Knowledge & Social Collaboration, Euroclear

Communication and engagement is human nature. It is so natural that the assumptions around employeeengagement status quo are not questioned.

In the workplace context, it is common to accept that:

• face-to-face communication is more effective that online communication• online discussion and engagement is facebook-like, create too much noise and is a waste of time• employee engagement is about asking employees what they think (face-to-face or online), so interviews,

focus groups, surveys are considered effective engagement tools

Employees recognition does not always need to involve money. In the online world, employees like badges andbrownie points, and gamification is the new coolade. Employee engagement can be staged to create feel goodfactors, and increase employee engagement will lead to happiness, well-being, loyalty and satisfaction andpositive business outcomes.

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HALL CHAIR:Lucy Standing, Vice Chair, Association For Business Psychology

I could tell you all the letters I have after my name or about the projects I’ve managed or clients I’ve had – but I don’tbelieve you care about any of that. If you are reading my profile (thank you) then I’d like this time to be more usefullyemployed.

I’m a business psychologist (same as occupational, organisational or industrial) which means you’d work with me if youbelieve your organisation could achieve more through its people – but maybe you aren’t quite sure how.

I’m also a social entrepreneur. Ideas are worth very little – and rather than fantasize, I like and get huge reward frommaking things work.

As a passionate champion of digital to refine the future of work, informed by Dr Brenda Dervin and DavidSnowden’s research, Bonnie believes that it does not matter whether it is conducted online or face-to-face,employee engagement has to get down to the basics of being truly user-centric, i.e. engaging with theemployees through the eyes of the employees, getting under the skin what what employees needs, pains anddreams in the context of their day-to-day work, and in their business language. It is easier said than done. Cometo this session to reflect on the status quo.

Dr Bonnie Cheuk is a strategic, hands-on, business & results-driven executive with strong digital transformation,web/digital channel management, information & knowledge management, collaboration, social media and Enterprise2.0 expertise. Originally from Hong Kong, she has 20+ years of international work experience with multinationalcorporations in HK, Singapore, USA, UK and Europe. Her expertise lies in blending her deep understanding ofinformation/knowledge management, change management, communication/facilitation principles and practices withher knowledge of the latest technologies to deliver business solutions and drive change. She has led the successful rollout of social collaboration and knowledge sharing programmes for Euroclear, Citigroup and ERM. Currently, Bonnie ispartnering with the business and technology leaders to shape the future Digital Workplace experience for employees,and refreshing the web, social media, digital strategy to improve client experience for a global financial services company.

Question TimeRoss Parker, LV=Bonnie Cheuk, Euroclear

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE& PROFITABILITY – PART 2

Organisational Climate Trumps Employee Engagement– That is if You Want Best Business Performance!Professor Moira Clark, Director, Henley Business School

This session will look at how engaging people within the organisation can provide a customer-centric cultureand climate that provides real competitive advantage.

What is organisational climate and does it really matter?How to create the right kind of organisational climate in order to deliver great business resultsLatest research findings from the Henley Centre for Customer Management on driving business performance

Moira is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who arepassionate about improving their customer experience. Moira helps members achieve this by:

• Identifying challenging issues that are inhibiting business performance• Planning a research programme and a series of workshops to address these issues• Leading the research programme and undertaking specific research projects• Sharing insight and thought-leadership developed over 25 years of working with a wide variety of industries

Moira consults for a number of leading UK and international companies and am a frequent keynote speaker at manypublic and in-company seminars and conferences around the world. Major area of research and consulting is inCustomer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture andclimate and the critical linkages between employee behaviour and business performance.

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We look at the fast changing world of internalcommunications and how it is increasingly takingon the critical employee engagement role that hastoo often been neglected by those in HR. The waywe communicate with our people must alsochange and we will look at how organisations aregrappling with the challenges thrown up by theseismic changes in the way we work.

SPONSORED BYInternalCommunicationsConference.com

Contact: [email protected] ticket hotline 01932 506 300 (Press 1)

EVOLUTIONOF WORK

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TICKETS£595EACH

INTERNALCOMMUNICATIONSVICTORIA PARK PLAZA I LONDON

CONFERENCE15 SEPTEMBER 2017

What If Great Customer Service Professionals Aren’t Just Born,But Can Also Be Made?Adam Charlesworth, Leadership Consultant & Educator, Academie du Service

How developing customer relation talents can unlock the performance of your organisation... and lock in theengagement of your employees

Which organisations are the very best at satisfying their customers and keeping their staff happy, motivated andengaged? Most of us would probably come up with a pretty similar group of names. Figuring out what sets theseworld-leading, game-changing “usual suspects” apart is a lot trickier. So much so, that it’s sometimes tempting,even comfortable, to succumb to the belief that their success is down to factors that “ordinary” companies couldnever realistically hope to replicate. Factors such as no-compromise service culture, customer-centric mindsetand brand equity that customers value. In other words, stuff that’s pretty easy to conceptualise, and certainlyeasy to recognise when we see the best of the best doing it, but which most of us find really hard to execute onthe ground.

So have organisations with outstanding service cultures discovered some kind of mysterious alchemy? Havethey been blessed from the very top down with the kind of visionary CX Champions that are simply born togreatness? At Academie du Service, we don’t think so. As serial observers, analysers and documenters ofbenchmark customer experiences the world over for more than fifteen years, we have identified and codified aset of skills and behaviours that we firmly believe are the lynchpin to producing world-class customersatisfaction performance in any organisation. We call them “customer relation talents”. They can be measured,they can be analysed and, most importantly, they can be taught. It could be what takes the customerengagement performance of your organisation to the next level. Better still, in our experience, it’s exactly whatthe customer service professionals in your teams want.

Adam Charlesworth is a leadership consultant and educator who, despite being as English as they come, has been aFrancophile for as long as he can remember and Paris-based for over twenty-five years. For almost as long as that, he hasbeen helping managers at all levels across a wide range of industries reconnect with what their organisations, theirteams, and most importantly, their customers, really want from them. Educated in Virgil and Voltaire but (if he’s honest)just as passionate about Def Leppard, Ducatis, and Call Of Duty, Adam draws inspiration from the paradoxes andtensions that he believes lie behind all great companies and outstanding leaders.

He has built, developed and led Corporate Universities and leadership development initiatives for blue-chip companiesin Europe, the Americas and Asia. He has been working in close association with the Académie du Service since 2013.

Grant Thornton LLP Case Study: Creating a Shared EnterpriseJodie Promod, Head of Internal Communications & Laura Stuart-Berry, Shared Enterprise Lead, GrantThornton LLP

Two years ago, the partners at Grant Thornton UK voted boldly to implement a shared ownership culture,creating a new model called shared enterprise. In this session, we’ll explore what we mean by shared enterprise,describe where we’re at in our journey to embed it into our culture and share some lessons we’ve learned alongthe way.

Jodie works closely with senior leaders and colleagues to understand the engagement needs of the firm and thendevelop internal communications to meet these. She sets the strategic direction of internal communication and isresponsible for the development of communication vehicles. Prior to working at Grant Thornton, she managed internalcommunications at automotive supplier Delphi Corp., in the USA.

Laura is Grant Thornton UK’s top advocate for shared enterprise, working to accelerate the adoption of sharedenterprise behaviours across the firm and in everything we do. Prior to her role as Shared Enterprise Lead, she was Chiefof Staff to CEO Sacha Romanovitch. She also has 10 years’ experience of working in client-facing advisory roles.

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TRANSFORMATION & CHANGE MANAGEMENT

Transformation Journey to The Vodafone Digital Workplace– Digital Company, Digital PeopleRobert Leeson, Head of Global Office IT, Vodafone

Overview of the Vodafone journey to implement the Digital Workplace across the 20 markets where theCompany operates today. This case study covers the broad range of transformational activities that wererequired to accelerate and deliver the Digital workplace for Vodafone and focuses on the approach to thestrategic, technology and implementation aspects of the Vodafone Digital Workplace Programme.

Robert has a diverse International business background, leading Sales, Support and Customer Delivery functions for varioustechnology organizations, both in Europe and North America. After relocating from the USA in 2009, Robert joined theVodafone Group technology team where he directed global technology teams across Architecture, Service Design,Delivery and Operations disciplines. Robert has led has led the Vodafone Global Office IT function for the past 3 years.

Tools and Capabilites to Support Employee EngagementSteven Thurlow, VP and Global Practice Leader Engagement Management, Verint

Employee Engagement is all about people and is driven and surrounded by key elements of culture. Where doestechnology fit in? What tools and capabilities can support your employee engagement culture, programmes andprocesses. Verint is a leading supplier of tools to help engage employees in front and back office and toempower them to deliver transformational customer engagements. In this session Steven will consider, withcustomer examples, tools to support Voice of the Employee, internal communities, flexible working andempowering employees to serve customers.

Steven is VP and Global Practice Leader Engagement Management, and is responsible for Verint’s product strategyworking across many functions to find innovative solutions to the challenges in the CRM landscape. His main role is todrive strategy and support the execution of Verint’s Engagement Management Solutions. He works with organisations totransform their customer engagement and drive sustained and differentiated business success. Steven is an engagingand enigmatic speaker who often presents at industry events, webinars, and customer meetings guiding organsationsthrough the practical and obtainable business benefits of improving customer engagement. Steven joined GrahamTechnologies in 1997, when it was subsequently acquired by KANA Software and then Verint. Initially recruited asTechnology Director, he was then promoted to Head of Worldwide Product Strategy before moving into his current roleat Verint. Steven started his career at Scottish Power where he managed the Research and Development team for fiveyears.. He also holds a MEng in Microelectronics and Software engineering from Newcastle Upon Tyne University.

NI Water Case Study: Delivering What MattersSonya Rooke, Head of Organisational Development, NI Water

What “matters” is likely to differ from person to person and from one organisation to another. So how do youcreate a culture of strong engagement in a world of competing priorities, and how do you know yourengagement strategy is delivering what matters?

The water and wastewater services delivered by NI Water underpin the health, environment and economy ofNorthern Ireland. Operating as a designated Non-Departmental Public Body (NDPB), as a GoCo, and – as withall UK water and sewerage companies – in a regulated environment, NI Water’s journey to transform into amodern, high performing utility presents its challenges!

Sonya has worked with Siemens, the Co-Op Group, Eversheds Law Firm, and since 2008 as a freelance consultant.Moving to Northern Ireland in 2011 Sonya worked with the Department for Social Development supporting theExecutive Team on the implementation of Welfare Reforms. With a broad range of transformation experience gained infast-paced and challenging environments, Sonya understands the importance of engagement in delivering changesuccessfully. Joining NI Water in 2015, Sonya works closely with the Executive Leadership Team developing anEmployee Engagement strategy to support the delivery of a transformed organisation by 2021.

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FUTURE OF WORK

The Future of Work is HumanDerek Tong, Editorial Manager, CIPD

The world of work is complex and changing at an exponential pace. Increasing globalisation, rapid advances intechnology, corporate scandals, political and economic disruptions are just some of the factors contributing toan unpredictable future. Over past decades as well as in recent times we have witnessed the demise of once-great organisations, the shortening shelf-life of careers, an imbalance of opportunities and growing discord.How can we remodel work and the systems that govern it, to liberate people to return the best value tothemselves, their organisations and society as a whole?

Derek Tong is Editorial Manager on the Strategy, Brand and Communications team at the CIPD, the professional bodyfor HR and people development. Derek works with departments across the organisation and with external stakeholdersto develop and implement a content and engagement strategy to help the CIPD increase its voice and influence as achampion of better work and better working lives. He has a background in news and publishing, in addition to experiencein producing webinars and multimedia assets. The CIPD-sponsored Future of Work is Human initiative is one of Derek’spassions and core areas of focus — along with a newly formed taskforce he leads the program planning for the initiative,represents the CIPD in speaking engagements on the topic, and curates content on the futureworkishuman.org website.

The Future of Apps in The Delivery of Employee Engagement andHappinessDavid Walker, Chief Commercial Officer, Personal Group

This presentation will focus on:

• Exploring the link between employee engagement, happiness and productivity• How to harness the power of the most technologically advanced communications network you already

have in place• Harnessing the power of employee apps• How you can future-proof your employee engagement approach

David Walker joined Personal Group as Chief Commercial Officer in 2012. Having spent the early part of his careerworking for Barclays Bank in a variety of regional, commercial and International roles, David left to join BskyB and theirB2B operational in 200, becoming Head of Sales for all non-domestic subscribers. David was recruited by Dyson in2006 to help launch the Airblade hand dryer in the UK, and subsequently spent three years in Chicago as US ManagingDirector. Returning to the UK in 2012, David joined Personal in June of that year.

In addition to his role as Chief Commercial Officer, David also acted as Managing Director of Lets Connect, PersonalGroup’s salary sacrifice home technology offering, in 2015 and 2016, growing the business over 100% in this time.Throughout his career, David has specialised in leading high growth of new and turnaround organisations, using thepower of the individual to deliver performance beyond their expectation. A highly experienced speaker on the topic ofEmployee Engagement, David firmly believes that to achieve true employee engagement, you need to blend two criticalfactors – Technology and People. By creating highly effective strategies and programmes that blend these two aspects ofbusiness in the 21st Century, organisations can gain a competitive advantage in their marketplaces. David has deliveredmany presentations around the world on wide ranging topics, from reducing carbon footprints to how mobile phones aretransforming employee communication.

RHP Case Study: Creating The Workplace of TomorrowAmina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement, RHP

RHP Group are fast establishing a reputation for being the Uber of the Housing Sector, leading the way increating the right environment for innovation to thrive and where scale doesn’t limit their ambition. Hear moreabout why they were ranked number 1 in the 2016 Great Place to Work list, topped the Innovation Index for 2years running and were winners of the 2016 Personnel Today award for Employee Engagement. RHP Group willshare their approach to cultivating their innovative culture and how ‘bricks, bytes and behaviours’ are the keyelements of creating successful workplaces.

15:50-16:10

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Amina Graham joined RHP as the Executive Director of Corporate Services in 2008 after 22 years at Marks andSpencer. She has a wealth of business experience in customer service, people management, organisational developmentand complex change delivery. At M&S she led the successful delivery of a portfolio of strategic programmes which madea significant contribution to the group’s return to growth. Amina’s commercial acumen and expertise in customer servicehas helped RHP deliver sector leading digital services; achieve the gold standard in Investors for People; gain first placein the 2016 Great Place to Work list; win the 2015 CIPD overall award for best employer and employee engagement;RHP being recognised as the most innovation friendly organisation in the housing sector; and RHP becoming one of thetop performing organisations in the sector with customer satisfaction at 85% and employee satisfaction at 95%.Amina’s innovative approach was recognised in the HR Most Influential 2016 list.

Shaun Smith, author of critically acclaimed business books “Bold – how to be brave in business and win” and “OnPurpose” recently did a case study of RHP.

Chloe’s experience in HR, L&D and Communications has driven forward award winning employee engagementinitiatives and UK leading levels of employee satisfaction, that have in turn delivered better business results. She joinedRHP in 2009 as an HR Generalist and in 2011 became their Learning and Development Manager. Chloe played a keyrole in developing and embedding their cultural change programme ‘iamrhp’, leading to a significant increase inemployee engagement with satisfaction moving from 88% to 97% and RHP gaining a top five place in the Sunday TimesBest Companies list for not-for-profit. Since becoming Head of Engagement 18 months ago, Chloe has helped RHP reachnew heights in employee engagement. They gained Investors in People Gold at the very highest level and were named‘Gold Investors in people employer of the year’ in the summer of 2015. To top it all, in September 2015, RHP won ‘Bestemployee engagement initiative’ at the CIPD People Management awards and were also crowned overall winners for‘outstanding people practises’.

Coffee & Networking Break

LEARNING & DEVELOPMENT

University of Sheffield Case Study: Creating a RemarkablePlace to WorkAndrew Dodman, Chief Operating Officer, University of Sheffield & Gary Butterfield, Co-Founder andExecutive Director, Everyday Juice Limited

The University of Sheffield created a fresh, vibrant and innovative initiative called “Juice” – placing health,wellbeing and happiness of 8,000 staff at the very heart of the employment experience.

We will share our remarkable story by explaining:

• The underpinning values and principles of the initiative, and how these differ to the traditional approach to staff health and wellbeing

• How we deliver the programme through harnessing the talents of staff• How we seek to engage and inspire our workforce• What Juice offers to staff and its use of technology• How we measure our success and its impact on employee engagement.

Andrew Dodman is the Chief Operating Officer at The University of Sheffield, responsible for a range of services to its8,000 staff and 27,000 students. Under his leadership, Sheffield is the only University to appear in the Sunday TimesTop 100 Best Companies to Work For List.

Prior to becoming the COO, he was the HR Director at the University and undertook a range of national and sectoralroles, including the Chair of the Russell Group HR Directors Forum (representing the leading UK research-intensiveuniversities) and member of the Universities HR (UHR) national executive committee. Andy has been nominated as thenational HR Director of the Year a number of times and has appeared in the Top 10 of HR Magazine’s Most InfluentialHR Practitioners List in 2015 and 2016. Andy was educated at the University of Bath (BSc) and the University of Leeds(MBA) and is a Chartered Fellow of the Chartered Institute of Personnel & Development.

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16:10-16:30

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With a BSc (Hons) in Sport, Health, Exercise & Nutrition from the University of Leeds, Gary started his career coachingprofessional athletes. Later, Gary saw an opportunity to combine his boundless enthusiasm and expertise within thefitness and health industry with Andy Dodman’s desire to suggest workforce engagement and wellbeing. Since then, theyhave created Juice, an award winning staff wellbeing offer at The University of Sheffield and beyond. Following itssuccess, Everyday Juice Limited was created in 2015 as a subsidiary business of the University, and Gary now managesthe health and wellbeing provision for a range of organisations.

Raleigh International Case Study: Overseas Volunteering as anEmployee Engagement Proposition: How Partnering with RaleighInternational is Benefiting Employees of BNP Paribas (Suisse)and GoogleJames Sutton, Business Development Strategist, Raleigh International

As companies look to find newer ways to keep staff motivated, to get behind their values or CSR strategy, andindeed to actually retain their best talent as employees, James Sutton of sustainable development charityRaleigh International explores the power of corporate volunteering overseas – the multitude of benefits it canbring to employees, but also the benefits it can ultimately bring back to the company as well. James will bringthis to life through the lens of two case studies, the first with BNP Paribas (Suisse) as an official corporate-charity partnership, and the second as an informal relationship with employees of Google EMEA.

James has worked at Raleigh International as Business Development Strategist since January 2015; he previouslyvolunteered with Raleigh in Costa Rica and Nicaragua in 2002. James is also a Teaching Fellow in Marketing at theUniversity of Sussex. He is an Associate Member of the Institute of Corporate Responsibility & Sustainability, and aFellow of the Royal Geographical Society.

Critical Success Factors In Employee Engagement:Lessons from the CoalfaceRich Marsh, Consultant & Trainer, Dale Carnegie

Dale Carnegie have been delivering training in the workplace for over 100 years. If you want your company tothrive, fully engaged employees are the ultimate goal.

While many studies highlight the percentage of engaged and disengaged employees, few studies have looked atwhat drives employee engagement. Dale Carnegie Training surveyed over 4500 people globally, and 1600employees throughout Europe specifically. Whilst there are many factors that impact employee engagement,there are three key drivers:

• Relationship with immediate supervisor• Belief in senior leadership• Pride in working for the company

Drawing on his 25 years experience with Dale Carnegie Rich Marsh will talk about some of the pitfalls to avoid,and the keys to success, when maximising engagement in your organisation.

Rich is a trainer, speaker and coach working with Dale Carnegie offices across Europe. He is involved with diagnosingclient needs and configuring appropriate solutions with companies at all levels and delivering the resulting material.Prior to his current role, Rich worked full-time with Dale Carnegie (1992-2003 and 2007- 2011)

In the 1980s and early 1990s, he partnered in a recruitment company and pioneered the concept of online recruitment– prior to the internet as a commercial reality. (Later developed up by Monster.com and others.) He also ran the UKbusiness for Profiles International of the USA, gaining experience of 360-degree feedback systems and psychometricprofiling and benchmarking. He is currently also Managing Director of a fledgling healthcare company. As anentrepreneur, he has appeared in the Times, FT and dozens of national and specialist publications as well as appearingon TV, radio and being interviewed by Michael Parkinson.

Drinks And Networking Party

16:50-17:10

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If you haven’t already booked your place, you can do so using your NetworkingEvent App. Alternatively, please contact an EBM member of staff or arrive inplenty of time before the session starts. All places are on a first come first servebasis and we advise you to book early as places are very limited.

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Employee Engagement. Every company strives for it.But in most companies, there is a mix of both desktopand non-desktop workforce. How can we ensure thatthe entire workforce is engaged? Join our focus groupto discover the approach of inclusive innovationthrough a digital platform that engages every singleemployee. We will cover four industry-specific casestudies and discuss how strategic digital engagementcan help drive an organisational transformation withinyour entire workforce.

We will share insights from four different industriesand cover the following case studies from these globalcompanies:

FRHI – Discover how FRHI Hotel and Resorts havesuccessfully created a space for colleague engagementafter the merge of 3 leading hotel brands: FairmontHotels & Resorts, Raffles Hotels & Resorts and

Swisso ̂tel Hotels & Resorts.

Globus – Find out how one of Switzerland’s largestretailers improved the way they exchange informationand their company culture with 3,000 employeesdistributed amongst 13 locations.

Seaboard Foods – Learn how the American foodproduction company with 5,000 employees spreadover 500 locations went from reaching only 600employees to engaging their entire workforce.

2 Spice – How to efficiently inform and engage morethan 600 employees working in 22 differentrestaurants that don’t have access to email andintranet? Find out how the company 2 Spice haveembraced innovation and digitised traditionalprocedures.

The focus group will be hosted by Beekeeper, theemployee communication hub that enables you toreach and engage every single employee.

JOIN THE GROUP AND DISCUSS..

These focus groups will be held at:


POWERED BY

Inclusive Innovation:Employee EngagementFor Your Entire WorkforceEd Jones, Account Executive UK & Lauren Campbell, Business Development UK, Beekeeper

Ed JonesBeekeeper


BOOKNOW

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If you haven’t already booked your place, you can do so using your NetworkingEvent App. Alternatively, please contact an EBM member of staff or arrive inplenty of time before the session starts. All places are on a first come first servebasis and we advise you to book early as places are very limited.

The word intranet conjures up a mix of emotionsfor most people; good and bad… ok, mostly bad.We think that intranets play a fundamental role inthe modern workplace in bringing together what’sbecome a tangled web of disconnected systems.In a cloud based world there are moreopportunities than ever to reshape the traditionalintranet into a single, easy-to-use employeeplatform. One that employees will be sure toengage with.

Fresh intranet will be hosting an interactiveworkshop designed to promote discussions andprioritise objectives based on communication,collaboration and technology. Plus, contributorsget prizes! Small prizes but prizes nonetheless.

JOIN THE GROUP AND DISCUSS..

These focus groups will be held at:


POWERED BY

Rethinking IntranetsFor Employee EngagementDavid Bowman, Product Director, Fresh Intranet


BOOKNOW

FOCUS GROUP

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CUSTOMERENGAGEMENTSUMMIT 2017M O N D AY, 1 3 N O V E M B E R 2 0 1 7WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOSTMOMENTUM AND IWAS TRULY INSPIRED– I’LL DEFINITELY BEBACK NEXT YEAR”CX DIRECTOR, MARKS & SPENCER

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More than 900 delegates – a new record – attended Engage Business Media’s fifthannual Customer Engagement Summit in 2016, now firmly established as Europe’spremier and most highly regarded customer and employee engagement conference.So the scene is set for a fantastic day on November 13 2017 with our sixthCustomer Engagement Summit and our Annual Engage Awards under the same roofand on the same day – it’s definitely one for your diary!

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PLATINUMAchievers’ state mission is to: Change the Way the World Works, and we do that byoffering world class employee recognition and engagement solutions that help bringabout that change, one business at a time.

At Engage Employee Summit: you can discover how to quickly and effectively driveemployee engagement with frequent recognition, both monetary and social, atop ofcontinuous pulse monitoring and employee insight: with Achievers’ innovativebehaviour-driving engine that gets results.

Discover why businesses are adopting Achievers’ award-winning solution toeffectively increase employee engagement by an average of 22% resulting in betterperformance: 31% decrease in voluntary turnover, 93% increase in customersatisfaction and 93% increase in sales.

Contact: Mark Baldwin, Director, Enterprise Sales – EMEAT: +44 (0) 7791 510037E: [email protected]: www.achievers.com

Jive Software is the leading provider of modern communication and collaborationsolutions for business. Our products apply powerful technology that helpsemployees, partners and customers work better together.

Inside companies, Jive-powered enterprise networks dramatically improve employeeproductivity, alignment and innovation. Externally, Jive supports vibrant customerand partner communities that drive higher sales, better service and greatersatisfaction. Millions of users and many of the world’s most successful companies relyon Jive day in and day out to get work done, delight their customers and stay ahead oftheir competitors.

Contact: Peter Hammond Giles, Head of UKT: +44 (0) 07973 818 687E: [email protected]: www.jivesoftware.com

We believe that employee engagement is as vital to company performance asexternal customer engagement.

Over the last 12 years our solutions have impacted the performance of close to 1million people across 220 countries.

We specialise in helping you identify and solve your unique people challenges. Oursuccess is built on delivering practical and engaging people solutions that make adifference to the bottom line. Our solutions work because they are grounded inrigorous science using proven methodologies. Vitally, we wrap them up with anengaging communications story that inspires behaviour change and ensures theresults we deliver really stick.

Contact: Nab Kalsi, Business Development DirectorM: +44 (0) 7768 045 609T: +44 (0) 203 4700 230E: [email protected]

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PLATINUMQualtrics is a rapidly growing software-as-a-service company and the provider of theworld’s leading insight platform. Qualtrics’ Employee Insights technology combinesorganisational hierarchy management, role-based dashboards and reporting, driveranalysis, and action planning with Qualtrics’ intuitive survey engine, empoweringorganisations to manage the entire employee lifecycle—from onboarding andengagement to leadership development and departure. With support from Qualtrics’HR subject matter experts and I/O psychologists, thousands of Qualtrics customersworldwide are taking control of their employee insights programs and capturing real-time, holistic views of employee sentiment at every level of their organisations. Tolearn more visit: www.qualtrics.com/employee-insights

Contact: Ian McVey – Head of Enterprise Sales, Northern EuropeT: + 44 (0) 203 4437040E: [email protected]: www.qualtrics.com

Verint® is a global leader in Actionable Intelligence® solutions with a focus oncustomer engagement optimization, security intelligence, and fraud, risk andcompliance. Today, more than 10,000 organisations in 180 countries — including over80 percent of the Fortune 100 — count on intelligence from Verint solutions to makemore informed, effective and timely decisions. Verint Customer Analytics,Engagement Management and Workforce Optimisation solutions help organisationsknow, empower, and connect with customers and employees. Discover how oursolutions can help your organisation to increase customer loyalty and engagement,enhance revenue, and better manage operational costs and risks.

Contact: Verint EMEAT: 01932 839 500E: [email protected]: www.verint.com

VICTORIA PARK PLAZA I LONDON

CONFERENCE15 SEPTEMBER 2017

EVOLUTIONOF WORK

Learn how technology is having a profound impact on the way we work and also ourexpectations of what work has to offer – and new technologies impacting on our workingenvironment, such as robotics and Artificial Intelligence, are constantly evolving.

EvolutionOfWork.com

Contact: [email protected] ticket hotline 01932 506 300 (Press 1)

CONFERENCE

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TICKETS£595EACH

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GOLDAcademie du Service is a leading Franco-British consultancy in service culture andcustomer relations. The firm provides expertise in service marketing, design,management and behavioural pedagogy, and conducts its own applied research onservice through its Think Tank, the Service Lab Foundation. There are 4 coreofferings: consultancy in service strategy; training in management and customerrelations; management of operational projects to strengthen service culture and thequality of customer relations; support in creating or transforming corporateuniversities. Founded in 2004, the firm has over 300 prestigious clients in France andinternationally, in all sectors of business.

Contact details: Claire Bonniol, Managing DirectorT: 07981 920 579E: [email protected]: www.academieduservice.com/en

We work with our clients to help them meet the challenges of their business. We dothis by developing engagement strategies that innovate and inspire, but moreimportantly drive business forward. So, whatever type of business you are leading,whether you need customer, employee, stakeholder, or brand engagement, we willhelp you bring your customers and employees with you on your journey.

From crafting your communication strategy to telling your corporate story orbuilding customer campaigns, we enable the behavioural change to create growththat helps you adapt to an ever-changing business environment. Working withbusinesses across all sectors – from global brands to regional start-ups – we thrive ongetting to know each of our clients.

We know that the key to our success – is yours.

Contact: Sarah HarrisonE: [email protected]: www.instinctif.com

Our mission at Dale Carnegie Training is to deliver improved business results for ourclients by increasing the performance of a key asset, their people. Our proprietaryprocess concentrates on improving the core behaviours and performance habitswithin the team, that will power your organisation’s advancement. Dale Carnegie areleaders in Talent Management & Employee Engagement. We offer training tailored tothe needs of individual businesses as well as open programmes. Dale Carnegie hastrained more than 8 million people, operates in more than 70 countries and achievesa customer satisfaction rating of 99% from its programme participants. As a globalleader in business training and organisational development and with over 100 year’sexperience, we are highly qualified to help your business grow.

SpecialtiesLeadership Development, Presentation Effectiveness, Employee Engagement, TheSales Process, Change Management, Customer Service, Executive Training,Organisational Development, Team Building, Process Improvement, and SalesEffectiveness

Contact: Samuel Lessore, Managing DirectorT: 0207 379 4323E: [email protected]: www.dalecarnegie.co.uk

Beekeeper is an award-winning mobile communication platform for non-deskemployees. We believe that every employee deserves to be happy at work and happyemployees help their companies succeed. Beekeeper creates transparent and openmobile environments where people can educate, support and inspire each other. Ourmission is to connect the people disconnected from their company communication.We help clients from numerous industries including hospitality, manufacturing andretail in over 100 countries to reach, connect and engage people across teams anddifferent locations. Beekeeper helps your business improve the communication flow,increase employee engagement and reduce turnover.

Contact: Ed Jones, Account Executive UKM: +44 74 2322 9591E: [email protected]: www.beekeeper.io/

Using years of experience in successful SharePoint and Office 365 projects, Contentand Code bring you Fresh Intranet. Fresh offers a simplified communication andcollaboration solution that enables organisations to find a way to cut throughoptions, features and leverage the SharePoint platform and its core tools. ExtendingOffice 365 to make it the easy to use communications and collaboration platform.

Content and Code have become one of the most trusted Microsoft Office 365partners by working with our clients to help them realise measurable benefits fromtheir Microsoft investment and helping them put productivity, employee engagementand collaboration at the heart of what they do. That’s why we build products andservices that not only deliver on your organisation’s immediate goals, but helpelevate you into the future way of working.

Contact: Kerry Kular, Digital Content ManagerT: 077 0791 6616E: [email protected]: www.freshintranet.com

SILVER

Questback is a global leader in enterprise feedback management technology, helpingcompanies transform customer, employee and market research programmes. Morethan 5,000 companies worldwide, including one third of the Forbes Global 2000 suchas DHL, General Mills and Swiss rely on Questback’s platform to gather, analyse andact on feedback. Questback technology helps to improve customer and employeesatisfaction, drive better business decision making and improve financialperformance. Like Questback these customers believe that people and businessesneed feedback to learn and grow. Questback has offices in Europe and the UnitedStates, global partner organisations, and serves customers in 50 countries.

Contact: Susanne BrummerT: 0207 403 3900E: [email protected]: www.questback.com/uk/employee-insight

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GOLDOur goal is to make work happy, for everyone. Why? Because when people are happy,they’re more productive. And the key to happiness is engagement: when people feellike they make a difference, they do. From benefits and communications to a wholerange of engagement tools, our platform can be as comprehensive or as streamlinedas you need. And whatever services you offer, we make them simple to use. With theHapi app, everything your employees need is at their fingertips – wherever they are.

Personal Group. Work happy. Benefits. Communications. EngagementE: [email protected]: www.personalgroup.com

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BRONZEAn engaged workforce is at the heart of an engaged customer base. Engaging your workforce isabout more than retaining employees and reducing costs. You can drive smarter investments, boostcustomer loyalty, and increase revenue by understanding what makes employees tick.

Confirmit enables you to build a Voice of the Employee program that delivers real, actionableinsight and understand how your employees drive customer engagement at every point of thebusiness. You can create a program that meets your company’s needs, using whatever engagementmethodology works for you, and integrate data from employee feedback surveys with otherbusiness and employee information to create a 360 degree view of your employees.

T: +1 800-864-5266E: [email protected]: www.confirmit.com

Save up to 75% on Payroll Administration Costs, increase cashflow and at the same time increaseemployee engagement by allowing your employees to control and budget their income, their way.

Employee Benefits• Financial Wellness• Reduced Stress• Reduced Absenteeism• Improvement in overall health and wellbeing

Employer Benefits• Increase Engagement• Attract and Retain• Improved Cashflow• Consolidate frequency without impacting employees

Interfaces with all existing payroll systems so no costly re-implementation !

T: +353-1-697-8395E: [email protected]: www.flexiwage.com

Gympass provides its members unlimited access to 500+ activities in 20,000+ gyms, fitnessstudios, swimming centres and boot camps, covering 10 countries around the world.

Gympass is a digital platform that empowers companies and people to have a healthier life. Theyoffer corporate customers unlimited and flexible access to an array of physical activities at heavilydiscounted rates for all profiles and tastes.

Gympass work with some of the world’s best companies to prove, with data, that we are helping toreduce absenteeism, health insurance costs, increase employee engagement and wellbeing.

Contact: Luke Bullen, UK Head of CorporateT: 0203 868 7759E: [email protected]

O.C. Tanner, the global employee recognition and engagement leader, helps thousands of theworld’s most respected companies accomplish and appreciate great work. Every bit of technologywe develop, every award we design, everything we do helps people dream bigger and reach higher.Clients around the globe use our employee recognition solutions to attract and keep talent,improve employee engagement, drive performance goals, communicate values, increase wellbeingand create experiences that fuel the human spirit.

We’re on a mission to make people who do great work the most celebrated people in the world.Learn how to influence greatness at www.octanner.com/uk

Contact: Sam Purcell, Marketing ManagerT: 01908 533127E: [email protected]

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BRONZE

We’re a brand engagement agency helping the companies engage their employees and customerswith their brand through creative communications and campaigns. Brand engagement is all about apositive and seamless customer experience with your brand at every touchpoint.

Our inside out approach starts on the inside with inspiring and motivating employeecommunications that turn your people into brand ambassadors. Once we’re under the skin of yourbrand, we plan, design and produce brilliant creative campaigns that really get your customerstalking, fully supported and embraced by your people.

Contact: Chris GiddingsE: [email protected]

Willis Towers Watson Pulse Software allows you to quickly access employee opinions and reactionsto events, giving leaders insight to enhance the employee experience. The software empowers yourorganization to develop an agile employee listening strategy — one that enables you to drivechange and monitor its effects. Employee insight for a better employee experience

Contact: Jonathan MatthewsE: [email protected]: www.willistowerswatson.com

“We want people to feel proud of doing a great job! We do that by catching them doing thingsright!” Recognition is the most powerful driver of employee engagement. It’s also the hardest formost organisations to do well. We make it easy for customers to nominate an employee who hasgiven them great service. Our independent experts judge all the nominations. And we make it easyfor managers to give sincere recognition.

The WOW! Awards is helping great organisations around the world to create a great place to work,a great place to be a customer and generate great results.

Contact: Kim LeitchT: 01438 310191E: [email protected]

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PARTNERSThanks to the collaborative spirit of our Founding Members, the Association has long held areputation for openness and support amongst its members. Our events and our members’interactions typically represent genuine knowledge sharing in the interest of furthering the studyand practice of Business Psychology.

In this context, the ABP continues to encourage and facilitate networking amongst all academicsand practitioners in our membership in order to share knowledge and professional experiences.We facilitate this networking through:

• Online discussion forums• Regional speaker events• Local networks’ meetings• Annual Conference

Additional networking, coaching, peer-review and mentoring arrangements can also be initiatedvia our ABP Connections service.

E: [email protected]

We are a growing, dynamic, voluntary movement promoting employee engagement as a better wayto work that benefits individual employees, teams, and whole organisations.

Our vision: We want everyone working in the UK to want, and be able, to give their best each day,so that each day is a great day at work, and that workplaces in the UK are thriving, growing anddeveloping through the commitment, energy, and creativity of the people that work in them.

Our aims: We want to grow awareness about the power and potential of employee engagement,encourage people to think more about it, and to provoke them to take action where they work.

Contact: Cathy Brown, Executive DirectorE: [email protected]: www.engageforsuccess.org

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NOTES

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CUSTOMER ENGAGEMENTTRANSFORMATION CONFERENCETHURSDAY 6TH JULY 2017

06JUL 2017

FUTURE OF THE CONTACTCENTRE CONFERENCETHURSDAY 22ND FEBRUARY 2018

22FEB 2018

EVOLUTION OF WORK CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

ENGAGE FOCUS GROUPSTUESDAY 26TH SEPTEMBER 201726

SEP 2017

INTERNAL COMMUNICATIONS CONFERENCEFRIDAY 15TH SEPTEMBER 2017

15SEP 2017

CUSTOMER ENGAGEMENT SUMMITMONDAY 13TH NOVEMBER 2017

13NOV 2017

2017 ENGAGE AWARDSMONDAY 13TH NOVEMBER 201713

NOV 2017

EBM GROUP EVENTS

www.ebm.mediaLive events proudly organised by Engage Business Media Ltd

Documents

OFFICIAL EVENT ENGAGEMENT GUIDE SUMMIT 2017€¦ · Qualtrics Darryn Allcorn Northern Devon Healthcare NHS Trust Laura Stuart-Berry Grant Thornton UK LLP Chloe Marsh RHP Ross Parker