The only joined-up customer experience event to drive customer and employee engagement solutions, performance and proitability

From the organisers of the hugely successful Directors Forums series and the Customer Engagement
Network a senior level Summit providing customer engagement and employee engagement insights and
solutions across all channels.

The programme of leading speakers will help delegates gain first hand insight into finding the best solutions to challenges and opportunities around customer relationships in a rapidly changing, volatile business environment.

The Summit will focus on the need for organisations to take a holistic view of their customers in order to drive business performance and profitability.

Speakers todate include:

• Mike Havard, Director, Ember Services, Conference Chairman
• Roger Martin-Fagg, Economist
• Qaalfa Dibeehi, COO, Beyond Philosophy
• Andrew Lea, Head of Banking Services, First Direct
• Kieran Bourke – Managing Director, Mobext (World’s largest Mobile Agency)
• Ben Kay, Head of Digital Strategy & Adoption, EE (Orange and T- Mobile)
• Chris Buckley, Director of Social Engagement, TMW
• Claire Kavanagh, Head of CRM, giffgaff
• Justin Hunt, CEO, Social Media Leadership Forum
• Deborah Eastman, Head of Consulting on Social CEM, Satmetrix
• Dara Nasr, Director, Twitter, former Head of YouTube
• Kieran Kilmartin, Marketing Director, Pitney Bowes Software
• David MacLeod, Chairman at Employee Engagement Task Force
• Peter Flade, Senior Managing Partner, Gallup
• Tom Cannon, VP – Product Management, Thunderhead
• Jeremy Morris, Industry Head, Google
• Avis Easteal, Operations Director Experian
• Andrew McMillan, Former Customer Service Director, John Lewis
• Peter Sinden, Director of Service, LV=
• James Mitton, Retail Operations Director, Shop Direct Group
• Martin Dodd, Customer Services Director, Lloyds Banking Group
• Veronique Tordoff, Customer Experience Leader, Philips
• Paul Smedley, Director, Professional Planning Forum
• Gerard Tempest, Director, Premier Inn
• Colin Adamson, Founder of SOCAP & Public Sector Engagement Specialist
• Charles Breslin, Head of Customer Service, British Gas
• Jonathan Browne, Senior Analyst, Forrester Research
• Dr. Nicola Millard, Futurologist, BT
• Lord Bilimoria,Chairman, Cobra Beer Partnership
• Professor Katie Truss, Employee Engagement Specialist, University of Kent
• Dominic Graveson, Head of Digital, Action Aid UK
• Claire Sporton, VP, Customer Experience Management, Confirmit
• Conrad Simpson, Director, Interactive Intelligence

Content will include:

• Customer feedback, measurement and insight
• Voice Of the Customer strategies
• Employee and customer engagement
• Social, digital and mobile customer engagement
• Multi-channel engagement in contact centres
• Customer engagement across industry sectors
• Customer Engagement best practice from around the world
• The customer of the future

View Agenda Summary

Hotel Info Including special Summit rate

For more information contact:

Steve Hurst – Speakers and Agenda

M: 07545 088407

E: steve@ictcomms.com

Chris Wood – Sponsorship & Admin

T: 01932 340367

E: chris@ictcomms.com