MARKETING IS PLAYING AN INCREASINGLY PIVOTAL ROLE IN CREATING THE CX - EVENT GUIDE - Engage Customer
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OFFICIAL
EVENT
GUIDE
T H U R S D AY 1 5 M A R C H
VICTORIA PARK PLAZA, LONDON
MARKETING IS PLAYING AN
INCREASINGLY PIVOTAL ROLE
IN CREATING THE CX
PLATINUM SPONSORS
GOLD SPONSORS
ORGANISED BY:
CxMarketingSummit.com
@EbmCxMarketing #EngageSummits
The marketing automation platform that enables B2C brands
to engage consumers across all critical channels.
Built for the relationship marketer, Selligent Marketing Cloud is built on
a single code base, featuring artificial intelligence and a Customer Data
Platform with a universal consumer profile at the core of every action.
Universal Email, Website and Behavioral
Consumer Profile Mobile Personalization Retargeting
Omnichannel Reporting and AI & Machine
Execution Optimization Learning
EXPERIENCE THE PLATFORM FOR YOURSELF:
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020 8004 6051
THE TEAM WELCOME
Steve Hurst
Editorial Director
steve.hurst@ebm.media
T: 01932 506 304
Nick Rust
Sales Director
nick.rust@ebm.media
T: 01932 506 301
Katie Donaldson
Senior Marketing Executive
katie.donaldson@ebm.media
T: 01932 506 302
James Cottee
Senior Sponsorship Sales
james.cottee@ebm.media
WELCOME
T: 01932 506 309
A warm welcome to our first CX Marketing Summit,
James Major
Sponsorship Sales which follows on from the success of our flagship
james.major@ebm.media Customer Engagement Summit, now in its seventh year,
T: 01932 302 110
and firmly established as Europe’s premier customer
Alex Webb
Sponsorship Sales engagement conference. Our aim is to develop this
alex.webb@ebm.media Summit into the same market leading position.
T: 01932 506 303
Research shows that the marketing function is playing an increasingly important role in the CX as
Kimberly Bishop advances in technology enable greater customer understanding and insight, allowing
Sponsorship Sales organisations to tailor their strategies to ever more demanding and proactive customers.
kim.bishop@ebm.media
T: 01932 506 308 Our case study driven CPD accredited Summit will examine in detail the key issues, challenges
and opportunities facing the marketing community against this background of these new
Dan Skinner technologies – from Advanced Analytics and Biometrics through to Virtual and Augmented
Membership Sales Reality, Robotics and Artificial Intelligence.
dan.skinner@ebm.media
T: 01932 506 307
These constantly evolving technologies are allowing organisations to take an increasingly holistic
view of their customers across the enterprise while at the same time facilitating the delivery of
Dan Keen
personalised offerings and co-creation opportunities to further enhance the CX.
Membership Sales
dan.keen@ebm.media
T: 01932 506 306 Delegates attending today will learn about the CX strategies of brands as diverse as Secret
Escapes, Bupa, John Lewis, The Economist, Samsung, Google, Hermes and Marks and Spencer.
Hannah Mulea There will also be special sessions around the impact of GDPR which comes into effect just ten
Marketing Executive weeks from today’s Summit on May 25.
hannah.mulea@ebm.media
T: 01932 302 112 The CX Marketing Summit will feature the latest networking and engagement technologies
designed to allow delegates to go back to their organisations armed with all the tools, strategies
Sabrina Clarke and techniques they need to deliver successful CX strategies over the long term for sustainable
Finance Department competitive advantage. Have a great day
finance@ebm.media
T: 01932 500 103 Steve Hurst, Editorial Director
CxMarketingSummit.com @EbmCxMarketing #EngageSummits EngageCxMarketing.com
CX Marketing Summit 2018 is organised by Engage Business Media Ltd
Join EngageCxMarketing.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 8JG
Company Registration No. 8636460
1
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Visit all day: Booth
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Hear - 12:20 - 12:40pm:
12:40pm: “UUsing Conversational
AI to Deliver the Ultimate Experience”
Participate - 11:00am and 2:00pm:
Conversational AI Roundtables
CONTENTS
Visitor Information 4
Speakers 6-8
Sponsors 9
What’s On 11
Agenda Summary 12-13
Floorplans 15 & 17
PLENARY
• The Role of Marketing in the CX 18
PLENARY
• GDPR Fake News Live: Separating the Facts From the Fiction 18
• Loyalty Deciphered: How Emotions Drive Genuine Engagement 19
• Market Segmentation: The Bedrock of Profitable Customer Experience 19
HALL 1
• CX Analytics For Marketing 20
HALL 1
• The Multichannel Customer Journey Part One 21
• CX Strategy & Innovation 24
• Customer And Employee Experience Across The Enterprise 25
• The Multichannel Customer Journey Part Two 26
HALL 2
• Digital Transformation 28
HALL 2
• Artificial Intelligence, IoT and Robotics 29
• Voice of the Customer 32
• Customer Loyalty and Personalisation 33
• Customer Data & Intelligence Including GDPR 36
Focus Groups 37
FEATURE FEATURE
Loyalty deciphered – HOW EMOTIONS DRIVE CUSTOMER ENGAGEMENT 38-41
Platinum Sponsor Profiles 45
Gold Sponsor Profiles 47
Notes 48
Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers
cannot be held liable for errors and omissions.
©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in
a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise,
without prior consent in writing to the publisher.
Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG
3
VISITOR
INFORMATION
CONFERENCE HOURS:
08:15 – 09.00 Registration & Coffee
09:00 – 10.25 Plenary Keynotes
10.25 – 10.55 Networking & Coffee Break
10:55 – 13.00 Presentations and Focus Group
13:00 – 14:00 Lunch
14:00 – 16:00 Presentations & Focus Group
16.00 – 16.30 Networking & Coffee Break
16:30 – 17:30 Presentations
17:30 – 18.30 Drinks & Networking Party
18:30 Event Close
Refreshments: Join the Conversation:
Delegate tea/coffee breaks and buffet lunch @EbmCxMarketing #EngageSummits
are included and will be served in the
Conference Expo Hall on Lower Level 2
throughout the day. First Aid:
Please visit the registration desk on Lower
At the Drinks Networking Party at the end of Level 2 should you require assistance.
the day a complimentary Beer/Glass of Wine
is provided.
Canvassers:
• Welcome and registration The organisers reserve the right to remove
• Morning Networking coffee break anybody found distributing leaflets of any
• Lunch kind or unauthorised sales material at the show.
• Afternoon Networking coffee break
• Drinks Networking Party Business Amenities:
The Victoria Park Plaza hotel features all
the services and amenities expected of top
Cloakroom: central London hotels. Guests enjoy a
There are free cloakrooms available for fitness centre, 24-hour room service,
delegates. These are located on Lower Level 2. baggage storage, foreign currency
exchange and an array of other first-class
services.
Wi-Fi:
There is complimentary visitor Wi-Fi access Travel:
provided throughout the show. Please join The venue is situated within walking
the Network. No password is required. distance of Victoria train, coach, bus and
Underground stations.
4
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MAKING TH
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Email: hello@nkd.co.uk | nkd.co.uk | Tel: 0203 470 0230
Te
SPEAKERS
Claire Sporton Guy Johnson Wally Brill
Confirmit Marks & Spencer Google Adecco
Stephanie Lee Dylan Bourguignon Gerry Brown
P C Henderson So-Sure IDC
Rachel Carrell Sue Stoneman Jeremy Nicholson
Koru Kids NKD Allen Brothers
Giuseppe Caltabiano Malcolm McDonald Rumyana Miteva
Scorch Agency Cranfield University School Secret Escapes
of Management
6
SPEAKERS
Gagandeep Gadri Denise Law Michel Koch
Capgemini Consulting The Economist AMK Digital
Anna Wilcox Machaela Shepherd Cameron Worth
Bupa Bupa SharpEnd: The Agency
of Things
Chris Hall Manuela Pifani Adam Jeacock
Network Research Kingfisher Smith & Ouzman
Nick Worth Jonathan Armstrong Andy Peart
Selligent Marketing Cloud Cordery Artificial Solutions
7
SPEAKERS
Steve Kato-Spyrou Darrell Murphy Gustavo Imhof
John Lewis St Giles Hotel Group Hermes
Julian Poulter Ranjan Hasan Jamie Thorpe
Gartner Artificial Solutions Kantar TNS
Nyasha Pitt Chris Insall Frank Burnett-Alleyne
AnchorCert Virgin Holidays Artificial Solutions
Darren George Rob Janes Rachel Lane
Samsung Thunderhead Medallia
8SPONSORS
THANK YOU TO OUR SPONSORS
PLATINUM SPONSORS
GOLD SPONSORS
BRONZE SPONSOR
9Richer Insights
Smarter Decisionss
Faster Reactions
With Confirmit’s Voice of the Cu
C stomer
solution you can:
Listen to the Voice of the Customer
through a multi-channel solu ution
Integrate that voice with existing
data to generate powerful insights
Take actions that deliver real and
Learn more at http://bit.ly/CXmarketing
g
measurable business change e or call us at +44 020 3053 9333
© 2018 Confirmit. All rights reserved.
Other marks referenced herein are the property
of their respective owners.WHAT’S ON
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11AGENDA
SUMMARY
PLENARY KEYNOTES
09:00 Chair’s Introduction: Martin Hill-Wilson, Founder, 09:25 GDPR Fake News Live: Separating the Facts from
Brainfood Consulting the Fiction
Jonathan Armstrong, Partner, Cordery Compliance
09:05 The Role of Marketing in the CX
09:45 Loyalty Deciphered: How Emotions Drive Genuine
Julian Poulter, Research Director, Gartner
Engagement
Gagandeep Gadri, Vice President, Capgemini Consulting
HALL 1
10:55 Chair’s Introduction: Martin Hill-Wilson, Founder, Brainfood Consulting
CX ANALYTICS FOR MARKETING
11:00 Secret Escapes Case Study: Digital Advertising in the Machine Age
Rumyana Miteva, Head of Search, Secret Escapes
11:20 Disruption, Destruction or Indifference?
Chris Hall, Commercial Director, Network Research
11:40 Is Marketing Adopting a CX Orientation? IDC Market Research with European Marketers Reveals Surprising Truths
Gerry Brown, Research Director, IDC
THE MULTICHANNEL CUSTOMER JOURNEY PART ONE
12:00 Virgin Holidays Case Study: Helping Customers to Seize the Holiday
Chris Insall, Customer Communications Manager, Virgin Holidays
12:20 Marketing Today: Why Does This all Seem so Hard?
Nick Worth, CMO, Selligent Marketing Cloud
12:40 Bupa Case Study: Getting the Experience Right, by Design
Anna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer Experience Senior Manager, Bupa
13:00 Lunch
CX STRATEGY & INNOVATION
14:00 Koru Kids Case Study: Childcare – The Last Frontier of Service Design
Rachel Carrell, CEO, Koru Kids
14:20 Winning in the Age of Experience
Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS
14:40 So-Sure Case Study: Technology and CX – Keeping it Human
Dylan Bourguignon, CEO, So-Sure
CUSTOMER AND EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE
15:00 John Lewis Case Study: Using Service Design To Break Down Business Silos
Steve Kato-Spyrou, UX Architect, John Lewis
15:20 Game Changing CX – Built from the Inside Out
Sue Stoneman, CEO, NKD Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS
15:40 Panel Discussion
Steve Kato-Spyrou, Sue Stoneman & Manuela Pifani, Group Director of Customer Experience, Kingfisher
16:00 Coffee & Networking Break
THE MULTICHANNEL CUSTOMER JOURNEY PART TWO
16:30 The Economist Case Study: The Evolution of Product Development
Denise Law, Head of Strategic Product Development, The Economist
16:50 Stop Thinking Channels and Start Thinking Journeys
Rob Janes, Sales Director, Thunderhead
17:10 AnchorCert Group Case Study: Changing Perceptions to Change Fortunes…
Nyasha Pitt, Head of Communications, AnchorCert
17:30 Drinks & Networking
12AGENDA
SUMMARY
10:05 Market Segmentation: The Bedrock of Profitable FOCUS GROUPS
Customer Experience 11:00 - Putting Conversational AI at The Heart of Your
Malcolm McDonald, Professor of Marketing, Cranfield 12:00 Digital Transformation Journey
University School of Management Ranjan Hasan, Artificial Solutions
10:25 Coffee and Networking 14:00 - Delivering Frictionless Customer Engagement
15:00 with Conversational AI
Frank Burnett-Alleyne, Artificial Solutions
HALL 2
10:55 Chair’s Introduction: Helen Wilson, Chief Marketing and Communications Officer, IPSOS Loyalty
DIGITAL TRANSFORMATION
11:00 Growing Through Self-Disruption
Michel Koch, Former CMO, Time Inc UK
11:20 Medallia Case Studies: How Eurostar and Electrolux Transformed Their Business with Digital Voice of Customer
Rachel Lane, Digital Solutions Principal, Medallia
11:40 Smith & Ouzman Case Study: Digital Transformation – Why Hasn’t Paper Been Killed off and What Does our Digital
Future Look Like
Adam Jeacock, Head of Marketing and Business Development, Smith & Ouzman
ARTIFICIAL INTELLIGENCE, IOT AND ROBOTICS
12:00 Are Friends Electric? Marketing and Branding in the Age of Alexa, Siri, Cortana, and the Google Assistant
Wally Brill, Senior Persona Designer, Google Adecco
12:20 Using Conversational AI to Deliver the Ultimate Experience
Andy Peart, Chief Marketing & Strategy Officer, Artificial Solutions
12:40 How Consumer Brands are Embracing the Internet of Things…
Cameron Worth, Founder, SharpEnd: The Agency of Things
13:00 Lunch
VOICE OF THE CUSTOMER
14:00 P C Henderson Case Study: Improving Customer Experience in a Complex Market
Stephanie Lee, Marketing Manager, P C Henderson
14:20 The Survey is Dead… A Survival Guide for CX
Claire Sporton, SVP – CX Innovation, Confirmit
14:40 Hermes Case Study: Harnessing The Real Power of Your VOC
Gustavo Imhof, Customer Experience Manager, Hermes
CUSTOMER LOYALTY AND PERSONALISATION
15:00 Allen Brothers Case Study: Embrace Obstacles, Gild Your Lily
Jeremy Nicholson, Digital Marketing Specialist, Allen Brothers
15:20 How Psychology Can Improve Design and Content Marketing
Giuseppe Caltabiano, Chief Strategist, Scorch Agency
15:40 St Giles Hotel Group Case Study: Customer Engagement Through Employee Choice, Delivering The St Giles Experience
Darrell Murphy, Director of Training and Health and Safety, St Giles Hotel Group
16:00 Coffee & Networking Break
CUSTOMER DATA & INTELLIGENCE INCLUDING GDPR
16:30 Marks & Spencer Case Study: Will the General Data Protection Regulation Enable a Data Aware Mindset?
Guy Johnson, Head of Data Governance, Marks & Spencer
16:50 Samsung Case Study: The Era of the Omnipresent Experience
Darren George, European CX Insight Manager, Samsung
17:10 Panel Discussion
Guy Johnson & Darren George
17:30 Drinks & Networking
13Navigating and activating the CX moments that matter ...and avoiding those that don’t INSIGHT Emotional and functional led conversations ACTIVATION Creating true, sustainable CX cultures ANALYTICS Prioritise based on the ROI of CX PLATFORM Technology as an enabler For further information please email the team at cx@kantartns.com
FLOORPLAN
Lower Level 2 Stage
HALL 1
• CX ANALYTICS FOR MARKETING
• THE MULTICHANNEL CUSTOMER
JOURNEY PART ONE
HALL 1
• CX STRATEGY & INNOVATION
• CUSTOMER & EMPLOYEE EXPERIENCE
ACROSS THE ENTERPRISE 5 6
• THE MULTICHANNEL CUSTOMER
JOURNEY PART TWO Catering
4
9
HALL 2
• DIGITAL TRANSFORMATION 3
• ARTIFICIAL INTELLIGENCE,
IOT AND ROBOTICS
1 2
• VOICE OF THE CUSTOMER
HALL 2
• CUSTOMER LOYALTY AND
PERSONALISATION
10
• CUSTOMER DATA & INTELLIGENCE
INCLUDING GDPR
Registration
FOCUS GROUPS
To Lifts Stage
Stairs to
FOCUS GROUPS Reception
11:00 - Putting Conversational AI at The Heart of Your
12:00 Digital Transformation Journey
Ranjan Hasan, Artificial Solutions
14:00 - Delivering Frictionless Customer Engagement
15:00 with Conversational AI
Frank Burnett-Alleyne, Artificial Solutions
15Successful CX across
billions of human
moments and millions
of individual journeys
is really hard.
We can help you figure it out.
Attend Rob Janes’ presentation at 16:50 in Hall 1
or visit the Thunderhead Booth for a chat.FLOORPLAN
Expo Hall & Refreshments
Contact:
E: tfarrow@medallia.com
T: +44 203 6805 750
W: www.medallia.com/digital
6
Contact: Frank Burnett-Alleyne
T: +44 (0)1635 523267
5
W: www.artificial-solutions.com
Contact: Nab Kalsi
E: nab@nkd.co.uk 4 Catering
T: +44 (0) 203 4700 230
W: www.nkd.co.uk
9 Contact:
E: Info.uk@selligent.com
T: +44 (0) 208 004 6051
W: www.selligent.com
Contact:
T: +44 (0)20 3053 9333
3
W: www.confirmit.com
Contact:
E: info@networkresearch.co.uk 1 2 Contact: Simon Neve
E: simon@wizu.com
T: 0207 6805100 W: wizu.com
W: www.networkresearch.co.uk
10
Contact:
W: www.thunderhead.com
17CONFERENCE
PROGRAMME PLENARY
09:00- CHAIR’S INTRODUCTION:
09:05 Martin Hill-Wilson, Founder, Brainfood Consulting
09:05- The Role of Marketing in the CX
09:25 Julian Poulter, Research Director, Gartner
In this keynote Julian Poulter, Research Director at Gartner, looks at who is responsible for CX, is this marketing?
If it is marketing, what are their responsibilities, what CX projects should they work on, what are the benefits
that could result and what are some of the challenges facing them?
Julian’s keynote is based on recent research by Gartner surveying CMOs and other senior leaders about
PLENARY
customer experience.
A sales and marketing professional with 30+ years of experience in IT sales & marketing, management and
consulting. Extensive knowledge and experience of enterprise software sales in many sectors including business
intelligence, data warehousing, CRM, content marketing and marketing automation. Involved in helping many start-
ups and lean businesses get going in the UK.
GDPR Fake News Live: Separating the Facts from the Fiction
09:25- Jonathan Armstrong, Partner, Cordery
09:45
GDPR is today’s hot topic. But among the facts there is plenty of GDPR fiction. GDPR fake news is sweeping
the nation. In this talk Jonathan will continue the fight against a modern evil putting the sword to some of the
most common items of GDPR fake news.
Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his
practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk,
compliance and technology across Europe. He has handled legal matters in more than 60 countries. In addition to
being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on
these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe. Jonathan has counselled a range of
clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on
the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the
Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR
Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to
assess their customer engagement strategy post-GDPR.
Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their
2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 and
has focused on technology, risk and governance matters for more than 20 years.
18PLENARY CONFERENCE
PROGRAMME
09:45- Loyalty Deciphered: How Emotions Drive Genuine Engagement
10:05 Gagandeep Gadri, Vice President, Capgemini Consulting
Did you know that 70% of consumers with high emotional engagement are willing to spend up to two times or
more on brands they are loyal to? Are your customers as loyal as you think they are? What do consumers really
want from a brand? In this presentation, Gagandeep will explore what loyalty means today, how emotions
drive loyalty and what you can do to build closer emotional connections with consumers.
Gagandeep is Vice President and Head of Capgemini Consulting’s UK Customer Experience and Analytics practice.
He has over 20 years of multichannel consulting experience from around the world. He works with organisations
to improve their customer experience through implementing analytics, improved customer service, compelling
loyalty and marketing solutions driving higher sales and better service to customers.
PLENARY
Market Segmentation: The Bedrock of Profitable Customer Experience
10:05-
Malcolm McDonald, Professor of Marketing, Cranfield University School of Management
10:25
Blockchain; augmented reality; predictive analytics; robotics; artificial intelligence; voice biometrics;
technologies for GDPR etcetera will only ever deliver value if your segmentation is correct. As Mark Ritson of
LBS said: “Marketers who mistake Millennials for segments need a new job”
One of the major problems with the whole customer experience movement is that, without great care,
suppliers often end up achieving only an average level of customer satisfaction across the whole market, given
that in any market there will always be at least ten needs‐based segments exhibiting different attitudes and
behaviours.
Even worse, if this is the case, reputation and profitability are also damaged.
This keynote will briefly summarise Cranfield research that spells out the marketing factors that have been
shown to lead to long term profitability and will set this firmly within the context of the overall conference
theme. In particular, this keynote will spell out a process for linking customer experience strategies to sales
and profit growth.
Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of
Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from
Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from
Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of
Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales
Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc.
He spends much of his time working with the operating boards of the world’s biggest multinational companies, such
as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN
and Australasia. He has written forty four books, including the best seller “Marketing Plans; how to prepare them;
how to use them”, which has sold over half a million copies worldwide. Hundreds of his papers have been published.
Apart from market segmentation, his current interests centre around the measurement of the financial impact of
marketing expenditure and global best practice key account management. He is an Emeritus Professor at Cranfield
and a Visiting Professor at Henley, Warwick, Aston and Bradford Business Schools. In 2006 he was listed in the
UK’s Top Ten Business Consultants by the Times.
10:25- Coffee and Networking
10:55
19CONFERENCE
PROGRAMME HALL 1
10:55- CHAIR’S INTRODUCTION:
11:00 Martin Hill-Wilson, Founder, Brainfood Consulting
Martin is a leading customer engagement and digital business strategist and also an author and international
keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and
transformational change helping clients evolve their social and digital capabilities. Current topics include omni-
channel design, proactive, low effort customer experience, social customer service and customer hubs. All themed
around service innovation.
Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of
internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness.
CX ANALYTICS FOR MARKETING
11:00- Secret Escapes Case Study: Digital Advertising in the Machine Age
11:20 Rumyana Miteva, Head of Search, Secret Escapes
HALL 1
Today’s empowered consumers are more demanding and impatient than ever before, and expect assistive
experiences. Learn how machine learning is enabling travel businesses such as Secret Escapes to meet those
expectations, while saving time and improving performance.
As Head of Search at Secret Escapes, Rumyana has a deep understanding of the current Paid and Organic search
ecosystem. With over 8 years of experience in Digital Marketing she has worked for various brands and managed a
portfolio of over a billion keywords. She decided to pursue a career in Performance Marketing because it is
constantly evolving, which makes it equally appealing and challenging. Rumyana is a regular conference speaker
and a judge at the UK Biddable Awards.
11:20- Disruption, Destruction or Indifference?
11:40 Chris Hall, Commercial Director, Network Research
Disruptor brands are driving innovation in technology and customer value across various sectors. New
research from Network Research shares a new segmentation model that demonstrates that no brand, sector or
business model is safe from the threat of disruption. Yet by understanding attitudes as well as demographics,
the right targeting strategies can be put in place to get maximum impact from marketing budgets to fight off a
disruptor brand.
Chris has over 20 years research experience in senior roles within agencies and clients. He’s worked across various
sectors, ranging from media and advertising, to retail and hospitality to financial services and healthcare. At
Network Research, Chris heads up a team of professionals who work with client partners to improve customer
loyalty and profitability by measuring and improving the customer experience. With the ever increasing focus on
listening to customers and acting on feedback, Chris and his team work with brands such as TSB, Molson Coors and
Allianz to deliver insights that make a real difference to business performance. Chris will be revealing newly
published research on the appeal of Disrupter brands and the threat or opportunities this presents to more
established brands. Chris is a “Nonchalant Disrupter”. Attend his session to find out how disruptive he is!
20HALL 1 CONFERENCE
PROGRAMME
Is Marketing Adopting a CX Orientation? IDC Market Research with
11:40-
12:00 European Marketers Reveals Surprising Truths
Gerry Brown, Research Director, IDC
Marketing Departments traditionally have a branding, lead generation and conversion culture. Marketing’s
switch towards a more nurturing service‐driven CX orientation is much discussed, but what is the promise of
CX? And is this pivot happening in practice? If so, how quickly? Attend this session to benchmark your
marketing operations’ sharing of CX data and digital tools with Sales and Service, CX measurement, digital
transformation and more.
Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and
services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer
experience, customer communications and cross-channel engagement. Previously Gerry was a senior analyst for
Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on
analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered
Institute of Marketing (CIM) on its Masters-level course in strategic marketing management. Earlier in his career
Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies
advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a
BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown
HALL 1
THE MULTICHANNEL CUSTOMER JOURNEY
12:00- Virgin Holidays Case Study: Helping Customers to Seize the Holiday
12:20 Chris Insall, Customer Communications Manager, Virgin Holidays
Understand how Virgin Holidays in 2016 began the journey to transform the experience that their customers
received post purchase and the challenges raised when looking to implement this. Learn how Virgin Holidays
developed a customer centric programme designed to increase anticipation whilst also decreasing anxiety…all
with that famous Virgin twist.
Chris is the Customer Communications Manager at Virgin Holidays with a strong background in customer
experience gained across the publishing and package holiday industries. With over 10 years’ experience in Email
Marketing, Analytics, and Customer Relationship Management, Chris is passionate about enhancing the customer
experience and has most recently led the overhaul of the Virgin Holidays Pre Departure customer journey.
21HALL 1 CONFERENCE
PROGRAMME
12:20- Marketing Today: Why Does This all Seem so Hard?
12:40 Nick Worth, CMO, Selligent Marketing Cloud
20 years ago, the future seemed bright for marketers. With new capabilities in technology and digital, it
seemed like marketing would get easier, not harder. Hear from Nick Worth, CMO, Selligent Marketing Cloud
on why the progress we’ve made has fallen short of consumer expectations and what marketers can do about
it. With more data comes more responsibility, so which area of your CX should you be focusing on?
Nick Worth has more than two decades of experience as a marketing and strategy leader in the US and Europe.
Nick joined the Selligent Executive Advisory Board in 2013, and became company’s first Chief Marketing Officer a
year later. In this position, he architects global go-to-market activities. Nick began his career in market research and
then moved to a global management consultancy, where he specialised in B2B marketing. Forsaking massive
PowerPoint decks for entrepreneurship, Nick’s next role was as a founder and President of Schematic, an
interactive agency that grew from three people in a Santa Monica coffee shop to $100mm leader in digital
marketing and multi-platform services design during his tenure. Schematic was acquired by WPP in 2007, and was
the largest agency merged into POSSIBLE, WPP’s flagship digital agency.
Bupa Case Study: Getting the Experience Right, by Design
12:40- Anna Wilcox, Head of Customer Experience & Machaela Shepherd, Customer Experience
13:00 Senior Manager, Bupa
HALL 1
Bupa UK has over 32,000 employees supporting over 5 million customers with their health, care and wellbeing
needs. But how can thousands of employees deliver consistently the Bupa brand promise without a compelling
vision of what, from the customers’ viewpoint, great looks like? Great customer experiences are designed close
to the customer, with customers, and with colleagues who are close to customers. Anna and Machaela have
recently worked with over 150 customers and employees to co‐create the target experience for the treatment
and renewals journeys. They will walk through a simple, practical, step by step guide of how to “get the
experience right by design”.
Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the
motor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially
managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the
Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and
Dental Centres. Despite her passion for marketing, she found she really wanted to make a difference for the
customer.
So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newly
formed customer experience team within Bupa. This role really lends itself to her first love – which is to lead and
inspire people and teams to achieve their potential and deliver outstanding results for an organisation.
Machaela is an established business to business sales leader with over 16 experience years at Bupa. At Bupa
Machaela initially worked within the SME sales channel, but in 2010 she turned her attention to Corporate sales
where she successful led a department with a portfolio of 980 clients and a net worth of 95 million. In 2017
Machaela’s passion for the customer led her to take on a new challenge and move into the newly formed customer
experience team at Bupa. Machaela now uses her expertise with B2B clients and intermediaries to improve the
Bupa experience for these key customers.
13:00- Lunch and Networking
14:00
23CONFERENCE
PROGRAMME HALL 1
CX STRATEGY & INNOVATION
14:00- Koru Kids Case Study: Childcare – The Last Frontier of Service Design
Rachel Carrell, CEO, Koru Kids
14:20
Within product marketing in recent years there’s been a real emphasis on digital product, especially apps. This
can sometimes be over‐generalised so that there’s an assumption that the answer to everything is an app, and
that an app solves all market needs. But is an app really the most important element of a product roadmap? In
childcare, the market is so broken and inefficient that a digital solution is insufficient to give customers what
they want. We’ve had to shift from a ‘product design’ mentality to a ‘service design’ mentality. This hasn’t
always been easy – our investors, employees and service providers have had to shift with us. However our
growth and success has all come from making this mindset change.
I am the CEO of KoruKids, building the world’s best childcare service. Previously I was CEO of DrThom, a
healthcare company which I grew to 1.3 million paying users in 3 countries.
14:20- Winning in the Age of Experience
14:40 Jamie Thorpe, Commercial Director – Customer Experience, Kantar TNS
HALL 1
At a time when experiences are the key point of differentiation, companies that win are those that close the
gap between their brand promise and the experience they actually deliver to their customers. In this session
Kantar TNS will talk through trends in CX and a unique new approach to brand promise & customer
experience benchmarking to stay ahead of the competition and achieve long‐term growth.
Jamie is a CX, Research and Engagement professional with over 22 years industry experience and expertise.
Having worked directly with clients for the duration of his career he prides himself on developing solutions with
them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need
for brands to be connected with customers and very aware of the customer realisation of their own value. These
elements, when blended with the technologically advanced world in which we now live and the fickle, impatient
customer of today, make the customer agenda more important than ever.
14:40- Technology and CX – Keeping it Human
15:00 Dylan Bourguignon, CEO, So-Sure
Dylan will look at how CX should drive technology choices and the challenges of marketing technology to the
consumer.
Investor turned entrepreneur, Dylan was in strategy consulting and private equity before he left his job to rethink
insurance for the consumers’ benefit. Frustrated by the insurance sector’s focus on profits rather than consumer
needs, Dylan launched so-sure to disrupt the stagnant insurance industry and provide customers with better and
up to 80% cheaper insurance.
Dylan has an MBA from Harvard, and co-founded Growth 365 for Grant Thornton.
24HALL 1 CONFERENCE
PROGRAMME
CUSTOMER AND EMPLOYEE EXPERIENCE ACROSS THE ENTERPRISE
15:00- John Lewis Case Study: Using Service Design To Break Down
15:20 Business Silos
Steve Kato-Spyrou, UX Architect, John Lewis
My presentation will be about what service design is, where it can fit into organisations and the employee skill
sets needed to execute service design to improve both employee engagement the cx. I will explore exactly
why service design breaks down internal business silos across the enterprise, from a theoretical and practical
point of view. I will reveal how John Lewis have started to apply the practice, with a couple of case studies
(primary focus on assisted employee/customer gifting), as no one service design project is the same. Finally I
will reveal all the pitfalls I have fallen into in my service design career, with specific focus on doing service
design for the benefit of both people and customers in large companies.
Steve is helping develop (and enabling the development of) a content strategy that will utilise John Lewis’s USP’s.
He has also designed the components for the componentisation the John Lewis and Sky.com sites, in order to
create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways
to facilitate leadership level workshops, in order to push things forward and not just create circular debates.
HALL 1
Game Changing CX – Built from the Inside Out
15:20- Sue Stoneman, CEO, NKD & Jamie Thorpe, Commercial Director – Customer Experience,
15:40 Kantar TNS
Creating a game‐changing CX strategy and programme is challenging enough. Getting everyone in the
organisation to understand it, own it, feel energised by it AND deliver it is a whole different ball game. That
takes an extraordinary employee experience.
So, how do you find the vital fuel to turn your great CX intentions into great CX actions?
This is just the challenge we love – fuelling organisations with the EX and CX to activate moments that matter
for their people and their customers.
In this session Sue Stoneman, CEO, NKD and Jamie Thorpe, Customer Experience Director, Kantar TNS
outline their pioneering joined‐up approach. Want to find out how to join the CX and EX dots?
Sue has over 25 years experience leading large-scale transformational change and performance improvement
initiatives in forward thinking, service orientated, global organisations. She has held Board and SVP positions in
Sales & Marketing, Customer Service and Human Resources in blue chip, global organisations including British
Airways, RAC , Barclays Bank and Le Meridien Hotels. She combines a strong academic background with a proven
ability to deliver sustainable commercial results through an obsession for employee and customer engagement.
For the last 11 years she has run three successful businesses, one of which is NKD – a creative, brand
internalisation agency that designs bespoke brand engagement and customer experience initiatives for some of the
largest brands in the world.
25CONFERENCE
PROGRAMME HALL 1
15:40- Panel Discussion
16:00
Steve Kato-Spyrou, UX Architect, John Lewis
Manuela Pifani, Group Customer Experience Director, Kingfisher
Sue Stoneman, CEO, NKD
Manuela Pifani is a multi-award winning executive business leader in Customer Experience and Strategy, with a
strong track record of transforming CX for the large international organisations she has worked for during her
corporate career, which include Kingfisher, Direct Line Group, Royal Bank of Scotland and Barclays. Now working
under her own brand, CXellence Consulting, Manuela focuses on helping other companies and CX leaders achieve
success through customer experience excellence. Having walked in their shoes, Manuela understands the
challenges and issues CX leaders face and the ups and downs of that journey, as well as the value opportunities and
success factors. Leveraging this hands-on business-side experience and know-how, as well as tested CX
frameworks and solutions, Manuela offers a broad range of CX services specifically tailored to the needs and
priorities of her clients – spanning from strategic consulting to tactical projects, from executive mentoring to
engagements at corporate or public events.
16:00- Coffee and Networking
16:30
HALL 1
THE MULTICHANNEL CUSTOMER JOURNEY PART TWO
16:30- The Economist Case Study: The Evolution of Product Development
16:50 Denise Law, Head of Strategic Product Development, The Economist
As part of its mission to reach, acquire and retain more subscribers, The Economist is investing heavily in its
consumer‐facing digital products. Learn how the 175‐year‐old publication is using customer research, rapid
prototyping and lean techniques to help drive product development and innovation.
Denise Law is a journalist turned product development manager. She currently oversees a strategic initiative at The
Economist aimed at accelerating the development of its website, apps and newsletters—with an eye towards
turbocharging subscriptions growth. She joined The Economist in 2015 to expand and manage its editorial social
media department. Under her leadership, The Economist’s social media following increased 25%, with traffic via third-
party channels up by more than 50%. The team’s efforts have been regularly cited in trade press as a prime example of
how social media can be used effectively to increase awareness, build engagement and help drive subscriptions.
16:50- Stop Thinking Channels and Start Thinking Journeys
17:10 Rob Janes, Sales Director, Thunderhead
Customers don’t think in channels businesses do. They don’t think about how they are communicating with a
brand; they talk to them how, when and wherever they see fit. Yet many businesses continue to focus on
optimising specific channels, falling short of expectations because they focus on the needs of the brand, not
the needs of the customer. It’s reached a crisis point as brands are being disrupted by digital‐native
competitors and customer expectations explode across multiplying touchpoints. Sound familiar? Only by
thinking beyond channels and using actionable journey insight can you start to truly engage with your
customers and build stronger customer relationships that last a lifetime.
Join Thunderhead as we uncover why current approaches are falling short and explore the concept of intent‐
driven customer journeys with some examples of how a few forward‐thinking brands have figured it out.
26HALL 1 CONFERENCE
PROGRAMME
Rob Janes is Sales Director at Thunderhead, responsible for UK & Ireland.
With over 18 years of enterprise sales experience working for companies such as Salesforce, Symantec and HP, Rob
engages closely with Brands helping them to digitally transform their business to achieve improved customer
satisfaction, retention and acquisition.
AnchorCert Group Case Study:
17:10-
17:30 Changing Perceptions to Change Fortunes…
Nyasha Pitt, Head of Communications, AnchorCert
All fine jewellery sold on the UK High Street must bear the hallmark of one of the four remaining Assay
Offices, in either London, Birmingham, Sheffield or Edinburgh. These institutions, either created through an
Act of Statute or Parliament, are steeped in history and heritage. 250 years on from its creation, the
AnchorCert Group still hallmarks in Birmingham, as well as in 6 other UK sites and, since 2016, in Mumbai,
India.
Though still dedicated to the practice of testing the purity of precious metal, Birmingham is the most diverse
and largest Assay Office. The Group now also includes a consumer product safety testing laboratory,
gemmological laboratory, jewellery valuations and retail‐focused training academy. Join Head of
Communications, Nyasha Pitt, as she discusses the challenges of changing perceptions to positively challenge
customer interactions, touch points and journeys across five operating divisions and two continents.
HALL 1
Nyasha is a creative, commercial marketer with more than two decades marketing communications and PR
experience, across diverse industries and sectors. She has worked both in agency and in-house supporting well-
known B2B and B2C brands including the AnchorCert Group (including Assay Office Birmingham), Weston
Beamor – The Creative Jewellery Group, The London Taxi Company (now LEVC), Butlins, National Express and
English Heritage. She also provides content for trade magazines and blogs through her marketing consultancy,
Living Content. Nyasha is passionate about self-development, mentoring and volunteering. As well as delivering
social media training on behalf of AnchorCert Academy, Nyasha also provides digital training to entrepreneurs as
an Adviser Member of Enterprise Nation and gives motivational talks to those in higher education. Nyasha is a
Girls’ Network mentor, Midlands Ambassador for the Women’s Jewellery Network and Vice-Chair at Warwick
Students Union.
17:30 Drinks and Networking Party
2 0 1 8 E N G AG E AWA R D S
NOW OPENFOR ENTRIES
27CONFERENCE
PROGRAMME HALL 2
10:55- CHAIR’S INTRODUCTION:
11:00 Helen Wilson, Chief Marketing and Communications Officer, IPSOs Loyalty
I’m about:
• Creating and building great client relationships
• Customer experience management, satisfaction, loyalty/employee relationship management, engagement …
call it what you will
• Helping clients build even better customer and employee relationships – by understanding what they need to
focus on, the impact of so doing, with the ultimate goal of improving business performance
DIGITAL TRANSFORMATION
11:00- Growing Through Self-Disruption
11:20 Michel Koch, Former CMO, TIME Inc UK
How can your business grow when your core business model is disrupted? Where to start when it comes to
exploring new revenue streams, leveraging data and digital to hack growth and extend brand engagement and
reach? In this session, Michel Koch, former CMO at TIME Inc UK, will illustrate with real‐life examples how a
business can challenge their own norms and start exploring adjacent markets and create new, sustainable
business models whilst keeping your brand DNA intact.
Michel is an e-commerce and multichannel expert with 25 years’ experience in digital. After having played a
pioneering role as head of new media at Sony Music Europe in the early 90’s, he has fulfilled several senior
executive positions in French and international B2C and B2B multichannel companies (including Bertelsmann,
Manutan International, Quelle, Conrad Electronics, and Camaïeu). Michel relocated to the UK in early 2013 to join
Marks & Spencer to develop their cross-border sales and capabilities, and supported the omni-channel strategy of
leading electronics retailer Maplin Electronics as eCommerce Director. More recently, he led the company wide
HALL 2
marketing transformation of media giant TIME Inc in the UK as interim CMO. As an interim eCommerce and digital
CMO, Michel works with private equity firms, investors and retail organisations willing to undertake « Digital » and
«Omnichannel» transformation projects.
11:20- Medallia Case Studies: How Eurostar and Electrolux Transformed Their
11:40 Business with Digital Voice of Customer
Rachel Lane, Digital Solutions Principal, Medallia
Join Rachel Lane to find out how Digital Voice of Customer can drive business results and really make an
impact. Rachel will demonstrate how you can better understand your customers and guide you in prioritising
investments towards transforming your company into a customer centric organisation.
In this session, Rachel will take you through real life customer success stories from Eurostar, the high‐speed
railway service & Electrolux, a leading global appliance company. Find out how they leveraged a Digital VoC
program to discover previously unknown information about online visitors, get a definitive breakdown of their
online personas, identify the different needs for different users and leverage this intel to optimise conversion
rates and increase revenues
Rachel is a Digital Solutions Principal at Medallia, specialising in Digital Transformation Strategic Consulting,
Customer Experience Management Strategic Consulting and Customer Retention and Sales Improvement. For the
last 10 years Rachel has worked on large scale omnichannel CX programmes across major banks, telco’s and
financial services, helping companies evolve their CX strategies across the organisation in order to achieve success.
28HALL 2 CONFERENCE
PROGRAMME
Smith & Ouzman Case Study: Digital Transformation – Why Hasn’t Paper
11:40- Been Killed off and What Does our Digital Future Look Like
12:00 Adam Jeacock, Head of Marketing and Business Development, Smith & Ouzman
After reading a paper marketing magazine, I sat on a train and proceeded to digitalise my thoughts, carefully
typing my ideas into my laptop, my paper train ticket and paper passport beside it, and it got me thinking
about Digital Transformation – why was the train ticket still paper? I had just read about the latest digital
challenges, flat smart phone sales, poor ROI on social media spend, online advert blocking technology, GDPR
and data breaches and back to the train ticket. Is it certain that digital will continue to displace the physical?
Why is a passport still paper? What about education certificates, voting documents, legal case notes, health
records, financial records, payslips, pension statements and embassy documents?
I couldn’t access any of my own digital records on the train journey because my 4G kept dropping out, I read a
paper magazine and typed digital ideas. Looking around the carriage, many others were acting in a similar way,
writing ideas in a note book whilst adjusting a spreadsheet. Maybe, instead of thinking about physical and
digital as competing formats, are we entering a phase where we need to make it as easy as possible to integrate
our physical and digital worlds? What does this mean for digital transformation strategies? What are the current
challenges with digital transformation? Why is digital more advantageous for some documents than others?
How might the physical world and digital world integrate more in the future? This is the subject of my talk.
Adam is a document security expert, spending the majority of his early career working in fraud and counterfeit
prevention technology for passports and banknotes. A qualified lean six sigma practitioner and technical project
manager, he now specialises in software solutions for the management and verification of secure and sensitive
documents, supporting; financial, legal, HR, education, retail and government markets.
ARTIFICIAL INTELLIGENCE, IOT AND ROBOTICS
Are Friends Electric? Marketing and Branding in the Age of Alexa, Siri,
12:00- Cortana, and the Google Assistant
12:20
HALL 2
Wally Brill, Senior Persona Designer, Google Adecco
With Alexa, Cortana, SIRI, and The Google Assistant becoming mainstream, enterprises around the world are
understanding that voice‐first technology is a big opportunity for customer contact. But how will my brand be
represented? What does my brand sound like? I’ve been embroiled in the debate about how much personality is
too much personality for systems and devices that speak to us for twenty years. There have long been two camps.
On one side there are those who feel the machine should be… well, machine‐like. Then there are those who
believe, as I do, that whatever the voice, people will create a clear picture of who they’re speaking with within a
couple of seconds and that they’ll be more successful in their interactions if the system is highly conversational
and very natural. Given that we ascribe a variety of attributes to the voice we hear, we need to accept that the
voices we interact with will simply become more and more natural and, when driven by AI, surprisingly engaging.
That raises a number of questions.
• How will we select the voice to be appropriate for a wide ranging demographic and a broad remit?
• How anthropomorphic is just too much?
• Is there really an “Uncanny Valley”?
Let’s explore…
Previously a music producer in the US and UK, Wally’s fascination with voice interaction began in 1999 at Nuance
Communications where, as Director of Persona Design and Production he created the process for designing,
testing and developing branded, humanlike personas for enterprises and governments worldwide. He co-founded
the first VUI consultancy, VoicePartners, in 2002 to deliver speech recognition systems designed around user
needs and brand values. As Director of Global Self Service for eBay, he led a team on three continents assisting
millions of eBay members daily. And now as Senior Persona Designer for Adecco at Google, he helps bring the
future of persona for AI “home”.
29MONDAY 12TH NOVEMBER 2018
WESTMINSTER PARK PLAZA, LONDON
The glittering 2018 Engage Awards ceremony, to be held on Monday November 12th
at the iconic Westminster Bridge Park Plaza, will once again run in tandem with Engage
Business Media’s flagship Customer Engagement Summit, Europe’s premier customer
and employee engagement conference.
ENTRIES FINALIST AWARDS
SUBMISSION CLOSE ANNOUNCEMENT CEREMONY
MONDAY 16TH JULY 2018 MONDAY 17TH SEPTEMBER 2018 MONDAY 12TH NOVEMBER 2018
EngageAwards.co.ukHALL 2 CONFERENCE
PROGRAMME
12:20- Using Conversational AI to Deliver the Ultimate Experience
12:40 Andy Peart, Chief Marketing & Strategy Officer, Artificial Solutions
For too long, customer service has been relegated to a formulaic question‐and‐answer scenario that rarely
leaves the customer satisfied and often doesn’t solve the problem at hand. Conversational AI technology is
about to change this, allowing you to reimagine the engagement process, even in the most basic of customer
transactions, and collect valuable data that can inform future interactions.
But building intelligent conversational applications isn’t easy. The subtle way we understand each other
regardless of how we express it, is extremely difficult to recreate artificially – but a fundamental building
block of AI.
This presentation looks at the problems in developing conversational applications including a lack of training
data, scarce developer resources and the complexities of multi‐lingual applications and looks at how several
global enterprises have overcome them to deliver the online experience their customers’ desire.
Andy Peart is CMSO of Artificial Solutions, an international business that “Makes Technology Think,” believing that
people should be able to interact with technology intelligently, using their own voice, in their own terminology and
across whatever channel they choose. Using a form of AI called Natural Language Interaction (NLI), Artificial
Solutions allows people to talk to applications, websites and devices in a human like, intelligent and conversational
way. Its Teneo platform enables non-specialists to rapidly build and deploy enterprise strength, conversational
applications and deliver customer insight and personalisation using conversational data. Andy has over 25 years
marketing experience within the IT and natural language industry, successfully helping build innovative, technology
driven organisations.
How Consumer Brands are Embracing the Internet of Things…
12:40- Cameron Worth, Founder, SharpEnd: The Agency of Things
13:00
HALL 2
Many brands are betting big on the IoT as they look to create new types of connections with their consumers.
Hear from Cameron, founder of the first Internet of Things agency SharpEnd (io.tt), as he cuts through the
hype and explores how IoT can re‐energise brands in new and innovative ways. SharpEnd works with some of
the leading global brands including Pernod Ricard, Nestlé, Unilever and Estée Lauder.
Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined both
areas to start SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.
13:00- Lunch and Networking
14:00
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