LSECC Conference Agenda

09:00am – 09:30am


Welcome coffees, teas & croissants


09:30am – 09:45am


Simon Foot 200x200Simon Foot, Group Development Director, Ember Services 
Welcome & Introduction 
Topic: Innovation, disruption, investment…. where to start?

    Simon will share Ember perspectives on what they see as exciting and innovative developments affecting customer engagements and what this means for contact centres in the future. As always you can rely on Ember to focus on the practical realities and considerations to help you evaluate and deliver the right changes for your organisations. Drawing on examples and case studies from those who have done it as well as recent research that Ember has undertaken Simon will provide some thinking on what organisations that successfully embrace disruption opportunities are doing and how these initiatives are capitalised on.

09:45am – 10:15am


RodneycutTony Mooney, Managing Director, Insight & Decision Science at Sky
Topic: ‘Decisioning’ – the core capability required in the new reality of the omni-channel customer experience

  • Organisations will increasingly compete and succeed based on the capability to realise and effective deploy a superior understanding of its customers and future customers
  • Understanding and connecting to customers in this environment has never been more daunting. It is increasingly difficult for businesses to identify, track, sell and service across this landscape
  • Whilst there is an unparalleled ability to collect, examine and exploit data to drive an agile, responsive and a mutually beneficial customer experience, most organisations fail to maximise investments in data and insight
  • This session outlines the biggest common pitfalls and how to avoid them

10:15am – 10:45am


RodneycutAlasdair Skeoch, Head of Collections, Brighthouse
Topic: Delivering personalised service in a digital world

    Gathering information about customers is a challenge for most organisations. Not so Brighthouse.  Its people talk to customers every week in store, gathering a huge amount of personal information – from favourite football teams, to names of family members, to personal preferences.
    As the company moves to digital channels and self-service, Alastair will explain how Brighthouse:

  • Looks to deliver comparable levels of personalised service to what customers experience in-store
  • Manages data protection challenges when storing personal information
  • Customises digital channels
  • Makes use of call analysis and real-time speech-to-text to gain customer insights

10:45am – 11:00am


Morning break


11:00am – 11:30am


RodneycutGreg Reed, Chief Marketing Officer, Homeserve Membership
Topic: Creating a culture of innovation

  • How do you create a culture of innovation that runs through your organisation?
  • What have we done on our journey to truly empower our People and give them ownership of our strategy and their future?
  • And what does that future look like?

11:30am – 12:30pm


Roundtable discussions (1)

An opportunity to participate in one of 10 discussions: Contact Centre Homeworking, Personalisation & Customer Insight, Recruitment and Retention, Employee Engagement, Customer Experience, Web Chat & Social Media, Omni-Channel, Data Security & Compliance, Performance and Quality, and Contact Centre of the Future.


12:30pm – 13:15pm


Networking Lunch


13:15pm – 13:45pm


Steve200x200Steve Messenbird, Global Call Centre Director, Merlin Entertainment Plc
Topic: Climb on Board the Merlin Entertainments’ Roller Coaster and Journey into the Mind of Today’s Customer 

Merlin is the second largest entertainment company in the world with 117 attractions in 24 countries across four continents.  Its attractions include Madam Tussauds, Legoland, Thorpe Park, Alton Towers and Chessington World of Adventure.
 
With a mission to ensure its customers have a brilliant time and the greatest fun, Merlin Entertainments has evolved its contact centre operation from a single 7-seat customer service centre to 5 global centres – with the team now exploring digital channels to deliver the next level of customer experience.
 
• Take a fun ride through Merlin Entertainments full cycle of customer contact 
• Discover how Merlin uses demographics to communicate personally to its customers 
• Learn how the company is moving from live agent call handling to web-based self service and digital channels 

13:45pm – 14:45pm


Roundtable discussions (2)


14:45pm – 15:00pm


Closing remarks


15:00pm


Conference session closes