Delivering customer experience strategy... and beyond

21—22 May 2013. Lancaster Hotel, London, UK

Let us take you on a journey from initial assessment and planning, through implementation to analysis and continual improvement.

ASSESS
UNDERSTAND
CLARIFY

Stop for a moment and take a step back. Know where you stand and where you want to be. Be clear about what your aims are.

PLAN
IMPLEMENT
DELIVER

It's time to get started. Plan your strategy and implement the things you have planned. Then start building on your broader multichannel strategy.

MONITOR
ANALYSE
EVOLVE

Analyse your results so far. What ROI have you realized, in what timeframe? Now extend those results deeper into your enterprise.

Event Overview

  • Day one – featuring case studies and ROI stories from leaders of global brands and insight into industry excellence from thought leaders.
  • Day two – featuring ‘How To’ sessions when our expert practitioners deliver best practice guidance for deploying our own technologies.

You are invited to attend both days of this free event and join us for drinks and dinner on the evening of the 21st for further networking opportunities.

By attending this summit you will:

  • Hear tips on best practice from experienced professionals and industry peers.
  • Take away key strategies for successful customer experience management.
  • Meet fellow industry colleagues and make new contacts.

What you will learn

The summit combines presentations, group powwows and interactive discussions, which will cover all the channels involved in customer service including web self-service, contact centres, web chat, mobile and social media. Other relevant factors, such as search, reporting and analytics and continually improving the knowledgebase, will also be discussed.

Confirmed delegate list

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  • Sage Pay Head of Customer Services
  • Forrester Research Senior Analyst
  • P&O Ferries Customer Service Manager
  • Halfords Ltd Multichannel Innovation Manager
  • Santander Senior Online Customer Experience Manager
  • Marks & Spencer Business Solutions Manager
  • Adobe Systems Europe Industry Marketing Director
  • Quocirca Co-Founder and Service Director
  • British Gas Senior Manager Online Customer Service
  • American Express Digital Marketing Manager - Servicing
  • Monsoon Accessorize Web Operations Specialist
  • British Gas Digital Journey Manager
  • TalkTalk Head of Insight
  • Three UK Knowledge and Content Manager
  • Life LV= Chief Operating Officer
  • Thomas Cook Customer Experience Manager
  • Honda (UK) Customer Operations Manager
  • Boots Senior Digital Marketing Manager
  • Hotel Chocolat Ltd Workforce Resource, Systems & MI Manager
  • Bucks County Council Service Director
  • Symantec Director of Customer Experience
  • Atos e-Government Product Director
  • Nottingham Trent University CRM Marketing Executive
  • Lastminute.com Global Head of Site - Holiday Autos
  • Kia Motors UK Ltd Customer Service Manager
  • DFS Head of Customer Experience
  • Sharp Electronics UK Ltd Head of Service

Confirmed speakers include:

Mothercare, Carnival UK, CCA, Quocirca and Barclaycard.

Who should attend?

Day one is for Senior Managers/Directors of Customer Experience and those involved with Customer Intelligence, Customer Services, Contact Centres, eBusiness delivery and Technology Marketing.

Day two is for practitioners of Customer Experience deployments such as Knowledgebase Managers, CRM Managers and User Experience Architects. Extend your knowledge of our technology if you are already using it or see how easy it is to get started.

Hearing the views of the speakers confirmed my own views of how challenging customer expectations can be. I found their experiences and insight very useful.

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Agenda

Day 1 - Tuesday 21 May 2013

9.30am Registration opens.

10.00am Welcome.

10.15am Rob Bamforth, Quocirca. Smarter self-service - converged channels, lifestyles and communication.

10.45am Julie Warne, Carnival UK. How our multichannel strategy helped reduce our calls by almost 50% over four years.

11.15am Sharon Millard, Mothercare. Getting back to service.

11.40am Coffee.

11.55am Pow wow.

1.10pm Lunch.

2.10pm Afternoon opens. Results and summary of pow wows.

2.25pm Anne-Marie Forsyth, CCA. The Future of Customer Service.

2.55pm Gary Magenta, Root. Customer Experience: The Final Frontier

3.45pm Afternoon tea.

4pm Davin Yap, Transversal. Customer experience: Less is more.

4.30pm Adrian Rochford, Barclaycard. Delivering digital content at Barclaycard: a case study in challenges and solutions.

4.55pm Q&A with all speakers.

5.15pm Close.




Day 2 - Wednesday 22 May 2013

9am Registration opens.

9.30am Welcome.

9.45am Michael Aston, Transversal. What you can do with an algorithm.

10.15am Heather Richards, Transversal. Knowledge Syndication: Leveraging your knowledgebase investment through web technologies.

10.45am Brunch.

11.45am Tom Pelly, Transversal. How to manage a knowledgebase

12.15pm Stephen Sinclair, Transversal. Customer experience in finance

12.45pm Hanif Rahaman, Transversal. Best practice in social media monitoring

1.15pm Davin Yap, Transversal. Less is more.

1.30pm Summary

1.45pm Close.


Please note, all times are subject to change without notice.


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Speakers List

Some of the most spirited and engaging experts from retail, travel and finance have presented at our seminars and shared fundamental and indispensable knowledge. This seminar brings all those experts together over two days.

Day one

Davin Yap, CEO, Transversal.

"Customer experience: Less is more."

Davin Yap

Davin cofounded Transversal with Dr David MacKay, and has subsequently led the business through its early development stages. He is responsible for technology and future product development.
Davin holds a Ph.D. in Engineering from Cambridge University and an M.A.Sc.

If you would like to receive a copy of Davin's presentation please contact us and a member of our team will be happy to help.

Rob Bamforth, Principal Analyst, Business Communications, Quocirca.

"Smarter self-service - converged channels, lifestyles and communication."

Rob Bamforth is a Principal Analyst working with Quocirca Ltd, focusing on business communications, with particular emphasis on mobile, social and unified communications. His experience combines sales and marketing with an in-depth understanding of technology development and deployment.

Rob is regularly quoted in both technology and mainstream business media, is a regular contributor of analytical content to KnowYourMobile.com, IT-Director.com and TechRepublic.com, and regularly blogs on Computing.co.uk. During his career, he has actively promoted the business benefits of emerging technologies such as the Internet and Java, and has presented at innumerable industry events, as well as working closely with standards bodies.

He has written numerous articles and many reports encompassing the impact and management of mobile devices, the evolution of service providers, mobile email momentum, visual communications, VoIP and unified communications. Rob also presents at conferences, contributes in video interviews and webinars and provides market analysis support as a strategic adviser to the Mobile Data Association.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Anne Marie Forsyth, CEO, Customer Contact Association (CCA).

"The Future of Customer Service."

Anne Marie-Forsyth

Anne Marie Forsyth is Chief Executive of CCA, the leading independent authority on contact centre strategies and operations. She has developed CCA to represent almost 900 member organizations, equating to approximately 50% of the total UK agent population.

CCA membership supports practitioner and strategic influencer alike. At practitioner level the CCA Global Standard© has proved an invaluable tool in the quest for improvement.

At a strategic level, CCA created an industry think tank in March 2005 to challenge the status quo on how customer contact is managed and delivered. CCA Industry Council comprises more than 30 of the UK's most senior customer contact leaders tasked to inspire and innovate a change in approach to develop improved customer experience, and ensure the customer is placed at the heart of the organization.

Anne Marie is a regular speaker on customer experience – both in the UK and internationally. She is committed to improved professionalism, is passionate about customer service, and is convinced of the need for organizations to leverage their potential within their contact centres, to achieve competitor advantage and customer service excellence.

Sharon Millard, Head of Customer Services, Mothercare.

"Getting back to service."

Sharon Millard

Sharon is a forward-thinking Head of Customer Services who embraces web self-service technology and its role in improving contact centre performance and quality of customer service. Sharon clearly speaks from experience of leading projects that have greatly improved contact centre efficiency and service quality.

Sharon has worked for a number of leading retailers, in a career spanning over 20 years in retail. She has spent the last ten years at Mothercare and Early Learning Centre, prior to which she has worked for House of Fraser, Selfridges and Habitat. Sharon has worked in Retail Operations, Direct Channel Operations and is currently Head of Customer Services at Mothercare Group, which includes responsibility for in-house and outsourced contact centres for both Mothercare and Early Learning Centre, customer insight and VOC for the group.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Julie Warne, Head of Customer Contact Centre, Carnival UK.

"How our multichannel strategy helped reduce our calls by almost 50% over four years."

Julie Warne

Customer Service and Sales are passions of Julie's. Having worked at Carnival UK for 12 years she has had the opportunity to contribute to delivering excellence to customers, winning various awards including Best Leader - EMEA (2010), Best Contact Centre over 100 seats and recruitment campaign (2012) and Planning Hero. Julie joined Carnival in the training team and, after four years, joined the contact centre as an operational Manger. Carnival UK has been able to reduce its headcount whilst improving customer service and sales through individual development and customer self-service.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Gary Magenta, Senior Vice President, Root.

"Customer Experience: The Final Frontier"

Gary Magenta

Gary Magenta is committed to the development of leaders and managers by helping them recognize that leaders who want to change their businesses must change how they engage their people. As the Senior Vice President of Root, a consulting company that helps organizations execute on strategy through people, he is the architect and leader of the Root Compass™ Manager Development program, and he oversees Root's business development efforts throughout North America and Europe.

During his 11 years at Root, Gary has partnered with CEOs and executive teams across all industries to help them gain a holistic view of their businesses, their people, and the customers they serve. He has done this by helping them focus on practical ways to effectively deploy their strategy, increase employee engagement, and accelerate results by leveraging comprehensive solutions that connect strategy to people and results. Gary is a certified executive coach specializing in helping leaders connect with the people who have their hands on the levers of change and how they can impact that change.

Gary is the author of the forthcoming book, I'm Sorry for Yelling. I Didn't Know Any Better, which outlines 12 powerful questions to make you the best manager you can be at work and the best person you can be in life. Gary was also recently recognized with a bronze American Business Award (The Stevies) for Executive of the Year – Business Services.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Day two

Davin Yap, CEO, Transversal.
Davin Yap
Michael Aston, Product Manager, Transversal.

"What you can do with an algorithm."

Michael Aston

Michael Aston oversees the planning and realization of Transversal's product strategy.

Michael started his career with HP Autonomy, the recognized leader in enterprise search technology, and was directly responsible for the delivery of many of its most high-profile projects. After this he joined a small unified communications software-as-a-service technology company and over five years progressed to the role of CTO, building both an outstanding team and product along the way. This was followed by a tenure working as a lead architect for several systems integrators, including 2e2 in the UK and the global services giant Infosys, overseeing a succession of successful large-scale web projects for FTSE 100 and central government clients.

Michael holds a first-class honours degree in computer science from the University of Exeter and spends much of his free time scuba diving.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Heather Richards, VP Professional Services, Transversal.

"Knowledge Syndication: Leveraging your knowledgebase investment through web technologies."

Heather Richards

Heather oversees the Professional Services team of consultants, project managers, web developers and customer support executives. Heather began her career in the United States with Public Interest Communications, where she worked for eight years managing fundraising campaigns for high-value clients such as Amnesty International and Word Wildlife Fund. Here she was part of the management team that successfully led the company's contact centres through some major IT transformation projects.

After completing an M.Phil at Cambridge University, Heather joined Transversal in 2001. She has been instrumental in the company's growth – working very closely with key customers such as Barclays Group, the BBC and Mothercare. She has over 10 years' experience implementing knowledge management solutions, and is especially interested in facilitating the expansion of Transversal's knowledge management platform throughout an organization.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Tom Pelly, Professional Services Manager, Transversal.

"How to manage a knowledgebase"

Tom Pelly

Tom Pelly has extensive experience in designing, developing and deploying web self-service solutions across the financial, retail, utilities, education and gaming industries. He has led domestic and international projects on multichannel solutions encompassing web, mobile, email and chat.

A computer science graduate, Tom worked in several project and development roles at Cambridge University before joining Transversal. Initially working on Professor Stephen Hawking's communications systems, he later moved on to Cambridge Assessment as Systems Developer for its innovation team. Tom has been part of Transversal since early 2007.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Stephen Sinclair, Business Development Director, Transversal.

"Customer experience in finance"

Stephen Sinclair

For almost ten years Stephen has worked with the Barclays Group and Transversal to introduce some of the industry's most successful customer experience implementations.

As one of Transversal's visionaries and regular thought leadership presenters he has led the delivery of many large complex solutions and initiatives that have resulted in tremendous improvements across customer service departments. These have resulted in customer praise and endorsement internally as well as externally.

Stephen's track record in customer experience is bolstered by his work with many organizations including Barclaycard, AXA Group, Allianz, First Central Insurance, Mothercare, Carnival UK and Santander. His deep understanding of an organization's aim to deliver consistent efficiencies and to recognize return on investment enables organizations to work closely with him, from project inception to a broadening wealth of customer journey initiatives.

Stephen's team of Business Development Managers continues Transversal's successful delivery of consistent decision support and customer experience initiatives for organizations wanting to provide super service in an ever changing omnichannel environment.

Previous roles include Pan-European Director for Knowledge Management at Primus Knowledge Solutions and Quality Management and Customer Satisfaction Director EMEA at Comverse Infosys.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Hanif Rahaman, Professional Services Consultant, Transversal.

"Best practice in social media monitoring"

Hanif Rahaman

Hanif is a member of Transversal's Professional Services team. He has delivered varied and high-profile infrastructure and business system projects for small, large and global organizations in diverse markets including horse racing, retail, banking, football, charity, construction and property sectors.

Since joining Transversal, Hanif has been at the forefront of developing our social media platform, overseeing successful delivery of projects with high-profile charitable and private sector clients.

Hanif successfully graduated in Business Studies at the University of the West of England and can be found most weekends following one of his favourite West Country football or cricket teams.

If you would like to receive a copy of this presentation please contact us and a member of our team will be happy to help.

Agenda

Tuesday 21 May 2013

Full agenda to be added soon.


Wednesday 22 May 2013

Full agenda to be added soon.

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Speakers List

Our confirmed list of speakers will be announced very soon!

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Delegates List

A selection of confirmed delegates for this year's Summit:

Sage Pay

Head of Customer Services

Forrester Research

Senior Analyst

P&O Ferries

Customer Service Manager

Halfords Ltd

Multichannel Innovation Manager

Santander

Senior Online Customer Experience Manager

Marks & Spencer

Business Solutions Manager

Adobe Systems Europe

Industry Marketing Director

Quocirca

Co-Founder and Service Director

British Gas

Senior Manager Online Customer Service

American Express

Digital Marketing Manager - Servicing

Monsoon Accessorize

Web Operations Specialist

British Gas

Digital Journey Manager

TalkTalk

Head of Insight

Three UK

Knowledge and Content Manager

Life LV=

Chief Operating Officer

Thomas Cook

Customer Experience Manager

Honda (UK)

Customer Operations Manager

Boots

Senior Digital Marketing Manager

Hotel Chocolat Ltd

Workforce Resource, Systems & MI Manager

Bucks County Council

Service Director

Symantec

Director of Customer Experience

Atos

e-Government Product Director

Nottingham Trent University

CRM Marketing Executive

Lastminute.com

Global Head of Site - Holiday Autos

Kia Motors UK Ltd

Customer Service Manager

DFS

Head of Customer Experience

Sharp Electronics UK Ltd

Head of Service

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Location


Map of where the Lancaster Hotel is situated

With Hyde Park, the largest of the Royal Parks, directly to the south, and vistas east to the City of London, the Lancaster Hotel has arguably the best views in London.

Marble Arch and the plethora of Oxford Street shops are a five-minute stroll from the hotel with Knightsbridge and Harrods just 10 minutes by taxi.

The City of London‘s financial district is 15 minutes direct by London Underground. Even Heathrow Airport is a mere 20-minute ride on the Heathrow Express from the nearby Paddington Railway Station.

Find out more about where the hotel is located and how to get there.


Accommodation

We have negotiated special accommodation rates for all delegates of the Transversal Summit staying at the Lancaster Hotel on Tuesday 21 May and Wednesday 22 May. The rates include a buffet breakfast and are subject to availability so we encourage you to book early. Download a PDF for more information on the discounts available and how to book.


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