A record-breaking year

Engage Business Media’s 2018 Engage Awards programme broke records across the board with more categories, more finalists, and more entries deliberated over by more judges than ever before.

The Engage Awards winners were announced at a glittering ceremony at the Westminster Park Plaza on 12th November 2018.

The winners and highly commended organisations listed deserve a huge amount of credit for what they’ve achieved, as they drive the industry forward with their initiatives.

Feedback from our panel of judges is incredibly positive, which makes it clear that each of our Engage Awards entrants and finalists can be genuinely proud of their achievements.

The 2019 Engage Awards programme will be open for entries in 2019, so watch this space for more details..

Meet the 2018 finalists

Click on a category to view the finalists

CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT BEST USE OF SOCIAL MEDIA BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT BEST USE OF Voice of the customer BEST USE OF VOICE OF THE EMPLOYEE BEST ENGAGEMENT IN RETAIL & FINANCIAL SERVICES BEST EMPLOYEE CENTRIC STRATEGY BEST USE OF TRAINING BEST ENGAGEMENT IN UTILITIES & TELCOS TOMORROW’S LEADER BEST BUSINESS TRANSFORMATION STRATEGY BEST CONTACT CENTRE BEST USE OF WEBCHAT, AI OR ROBOTICS BEST ONLINE CUSTOMER EXPERIENCE BEST OUTSOURCING PARTNERSHIP

CUSTOMER ENGAGEMENT PROFESSIONAL OF THE YEAR

This Award will go to an individual who has proven to be a consistent role model for others to follow in the way they approach their customer engagement role and responsibilities. This individual is always prepared to go the extra mile when it comes to looking after the organisation’s customers and through making an example inspire those around him or her to improve.

2018 Finalists:

Bupa Global
Reward Gateway

EMPLOYEE ENGAGEMENT PROFESSIONAL OF THE YEAR

This Award will go to an individual who has proven to be a consistent role model for others to follow in the way they approach their employee engagement role and responsibilities. This individual is always prepared to go the extra mile when it comes to engaging people within the organisation and through making an example inspire those around him or her to improve.

2018 Finalists:

The Times & The Sunday Times
Tuskerdirect

BEST USE OF TECHNOLOGY IN CUSTOMER ENGAGEMENT

This Award will go to the organisation that can best demonstrate how its use of technology has been instrumental in making advances in the fields of customer engagement. The implementation of this technology must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.

2018 Finalists:

Autocab
BGL Customer Services
Capgemini and Transversal
Celtic Manor Resort
Concentrix
Engage Hub
eTeach
IM Group
Interactions
NHS Business Services Authority
Pulse
Schroders
Serco with Content Guru
Sonin App Development
Start Design/Barclays

BEST USE OF TECHNOLOGY IN EMPLOYEE ENGAGEMENT

This Award will go to the organisation that can best demonstrate how its use of technology has been instrumental in making advances in the field of employee engagement. The implementation of this technology must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.

2018 Finalists:

Virgin Pulse & AstraZeneca
Brillio Limited
BT
Everything Everywhere and Nice
Greenlight
Growth Engineering and Tusker
IBM
Leeds Teaching Hospitals NHS Trust
Nationwide Building Society
Nissan
Northumbrian Water Group
Royal Bank of Scotland and MaritzCX
TalkFreely for Seymour House
Tata Consultancy Services
The Reducing Reoffending Partnership

BEST USE OF SOCIAL MEDIA

This Award will go to the organisation that can best demonstrate how it has used social media strategies to help make advances in the fields of customer and/or employee engagement. The implementation of social media must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.

2018 Finalists:

Argos
CH&CO
Pulse
Schroders
Virgin Media

BEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT

This Award will go to the organisation that can demonstrate how it has introduced innovation to make advances in the field of customer engagement. This innovation can take the form of new technology new working practices or anything else that has made a positive difference to the organisation and the way it operates.

2018 Finalists:

Artificial Solutions
Atkins
Bray Leino CX on behalf of mfldirect
Buyer Brain
Capgemini and Transversal
First Bus
Kent College Pembury
Limitless & Daily Mail Partnership
Middlesex University
N Brown
The AA
The Times & The Sunday Times
Vizolution & O2
Wizu

BEST USE OF INNOVATION IN EMPLOYEE ENGAGEMENT

This Award will go to the organisation that can demonstrate how it has introduced innovation to make advances in the field of employee engagement. This innovation can take the form of new technology new working practices or anything else that has made a positive difference to the organisation and the way it operates.

2018 Finalists:

Barclaycard
Blue Chip Marketing (UK) Ltd
Calabrio
CH&CO
Direct Line Group
Greenlight
Mersey Care NHS Foundation Trust
Nissan
Northumbrian Water Group
Novus
Sky
Skyscanner
TalkFreely for XPO
Taylor Vinters
Travelex

BEST USE OF Voice of the customer

This Award will go to the organisation that has introduced an effective, sustainable and successful VOC programme that has improved its understanding and insight of customer behaviour and needs and has used that programme to improve its customer experience offering. The implementation of the VOC programme must be measurable and have made a positive contribution to the overall customer experience offering.

2018 Finalists:

Beehive and Aston Martin
Big Yellow Self Storage / InMoment
Bupa Global with Confirmit
Fidelity International
Fortnum & Mason
Homeserve
Marks & Spencer International / InMoment
Microsoft
Orange Bus and Teachers’ Pension
Sage Software
Shepherds Friendly Society

BEST USE OF VOICE OF THE EMPLOYEE

This Award will go to the organisation that has introduced an effective, sustainable and successful VOE programme that has improved its understanding and insight of employee behaviour and needs and has used that programme to improve its employee experience offering. The implementation of the VOE programme must be measurable and have made a positive contribution to the overall employee experience offering.

2018 Finalists:

Bacardi Ltd and Instinctif Partners
British Medical Association
Direct Line Group
Food Standards Agency
London North West University Healthcare NHS Trust
Northumbrian Water Group
Reward Gateway
Sure Petcare
TalkFreely for XPO
Taylor Vinters
Virgin Media

BEST ENGAGEMENT IN RETAIL & FINANCIAL SERVICES

This Award will go to the retail or financial services organisation that can best demonstrate effective and successful implementation of customer and/or employee engagement strategies for the overall benefit of the organisation and its customers. These strategies must be measurable and show a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

N Brown
Nationwide Building Society
RBS & Synergy Creative
Start Design/Barclays
Travelex

BEST EMPLOYEE CENTRIC STRATEGY

This Award will go to the organisation that has introduced an organisation-wide strategy to put their employees at the heart of what they do. The environment that has been created will be one that values and takes care of employees, allowing them to then take care of your customers. As a result, your strategies will have allowed you to better engage and retain staff and must be measurable, showing a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Bacardi Ltd and Instinctif Partners
Calldorado
Corona Energy
DP World
Jardine Motors Group
Pitney Bowes
Shared Services Connected Limited
Touchwood Shopping Centre
Virgin Media
YHA (England & Wales)

BEST USE OF TRAINING

This Award will go to the organisation that can best demonstrate how it has used training to help make advances in the field of customer and/or employee engagement. The training strategy or programme implementation must be measurable, sustainable and have made a positive contribution to the performance and/or productivity of the organisation.

2018 Finalists:

BT Business & Public Sector with Blue Sky Performance Improvement
Jardine Motors Group
Royal Bank of Scotland
Royal National Lifeboat Institution
Zero Suicide Alliance

BEST ENGAGEMENT IN UTILITIES & TELCOS

This Award will go to the utilities/telcos organisation that can best demonstrate effective and successful implementation of customer and/or employee engagement strategies for the overall benefit of the organisation and its customers. These strategies must be measurable and show a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Anglian Water Services Ltd
Corona Energy
Northumbrian Water Group
Tata Communications
UK Power Networks

TOMORROW’S LEADER

This Award is open to any individual (under 30 years on 1 November 2018) with the potential to become an industry leader of the future.  Nominations for this award can be made by the individual or a colleague, and organisations can enter any number of entries. This Award is designed to recognise individuals who have demonstrated real leadership potential during the last 12 months and have made a difference in the areas of customer and/or employee engagement.

2018 Finalists:

IBM iX
SSE

BEST BUSINESS TRANSFORMATION STRATEGY

This Award will go to the organisation that has turned their customer/employee engagement strategies around and can now demonstrate a significant and measurable change in engagement levels. The organisation will have implemented new and innovative strategies and these will have had a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Affinity Water
Alliance Manchester Business School
Aspen Healthcare
BT Business & Public Sector with Blue Sky Performance Improvement
Corona Energy
Dow Jones – The Wall Street Journal
IM Group
Midcounties Co-Operative / InMoment
Shared Services Connected Limited
The Insurance Emporium

BEST CONTACT CENTRE

This Award will go to the contact centre that has implemented strategies that have markedly improved engagement levels. There will be a great team spirit among employees which have in turn created exceptionally positive experiences for customers at every touch point in an increasingly multi-channel customer environment. The increase in customer engagement achieved by the contact centre will be measurable and will have had a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Anglian Water Services Ltd & Orbit Services
GFM Clear Comms & The Times
Subfero Ltd
Sure Petcare
Webhelp and Sky – Larbert Customer Experience Centre

BEST USE OF WEBCHAT, AI OR ROBOTICS

This Award will go to the organisation that can best demonstrate the implementation and use of innovative new technologies including Webchat/AI/Robotics based customer /employee contact across the enterprise. The implementation of web chat/AI/Robotics will have had a positive impact on customer/employee engagement levels, and these will be demonstrable.

2018 Finalists:

Autocab
Greenlight
Interactions
Limitless & Daily Mail Partnership
Wizu

BEST ONLINE CUSTOMER EXPERIENCE

This Award will go to the organisation that has best demonstrated customer experience excellence in an online environment. Your online customer engagement will have attracted, retained and influenced online visitors to gain increased customer loyalty and repeat business. Results will be measurable and will have had a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Affinity Water
Equiniti – Transversal
Novus
Third Light
Three in Partnership with Tech Mahindra

BEST OUTSOURCING PARTNERSHIP

This Award will go to the organisation that has most effectively worked with an outsourcing partner to successfully leverage their client relationships to improve the customer experience. The partnership with the outsourcing organisation will have successfully transformed customer/employee engagement levels and these will be measurable in having had a positive contribution to the performance and/or profitability of the organisation.

2018 Finalists:

Capgemini and Transversal
Capita Customer Management – RSPCA Operation
Littlefish & the Parliamentary Digital Service
Portico – Chiswick Park Park Enjoy-Work
Webhelp and Sky – Larbert Customer Experience Centre

Click here to see the 2018 Engage Awards Photo Gallery

2018 Sponsors Included

2017 Highlights Video

An Awards programme you can trust

We're delighted to be the first UK Awards programme to earn the Awards Trust Mark

HOW THE JUDGES SCORE YOUR ENTRIES

Objectives
Provide clear evidence and well thought out understanding of the strategy and requirements
Innovation
Demonstrate innovation, uniqueness and a forward thinking approach
Execution
How was the strategy executed and what made it work so well
Success
Clearly demonstrate success with solid accountable evidence and ultimately why it should win

Meet the 2018 Judges

Our world class panel of 21 judges will preside over categories which cover strategic areas of engagement, capturing examples of excellence from organisations and individuals directly improving their customer and employee engagement strategies, improving retention, loyalty, productivity and bottom line performance.

Stuart Eames

Waitrose

Kate Jones

Tarmac

Stephen Robertson

The Big Issue Foundation

Heather Mustafa

Nationwide

Lucy standing

Association for Business Psychology

Victoria Silverman

Thomson Reuters

Ian Naylor

Virgin Atlantic

Cathy Brown

Engage For Success

Paula Stannett

Heathrow Airport

Sean Risebrow

BUPA

Helen Wilson

Ipsos

Mark Hillary

Carnaby Content

Wally Brill

Adecco at Google

Dr. Melissa Hungerford

Avon

Prof Moira Clark

The Henley Centre for Customer Management

Tracey Shirtcliff

The Virtu Group

Kim Ratcliffe

Water Plus

Martin Hill-Wilson

Brainfood Consulting

Mike Gibney

NHS

Ramkumar Chandrasekaran

Tata Consultancy Services

Katherine Bassey

UNISON
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Stuart Eames

Operational Improvement Manager

Stuart is a passionate and enthusiastic leader in process improvement and lean methodology, working within Waitrose, a tier one British Grocer.

Having spent 16 years running supermarkets and understanding first hand how inefficiency and poor processes lead to employee frustration, Stuart is now leading Retail innovation for Waitrose, having delivered over £5.5m savings to date.

Stuart launched the Waitrose Partner Ideas scheme in 2015, managing ideas from grass roots. Recently recognised through the Employee Engagement Alliance Awards 2017. Stuart specialises in employee engagement and has presented on both the subject of engagement and also how employee ideas bring benefits to an organisation.

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Kate Jones

Head of Communications and Corporate Affairs

Kate has been Head of Communications and Corporate Affairs at Tarmac for over two years and has over 20 years’ experience across various sectors, both in-house and agency side. She is passionate about professional development, benchmarking and measurement, helping her team demonstrate how creative, targeted communication campaigns and leadership support can drive business results.

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Stephen Robertson

CEO

Stephen has been CEO at the Big Issue Foundation since July 2007. His previous role was Director of Commercial Operations at Shelter, where he had responsibility for a chain of 100 charity Stores, a mail-order business and a Training business primarily focusing on Housing professionals. Stephen was a member of the Senior Management Team with cross organisational responsibility for the strategic management of the Charity. Stephen was at Shelter for 13 years.

Stephen helped found and ultimately chaired the professional body that represents the majority of Charity Retailers in the UK, ‘The Association of Charity Shops’. Stephen is a Trustee of the homeless health care charity, London Pathway, a Trustee of TRAID, a charity committed to protecting the environment and reducing world poverty by recycling and campaigning at home and Chair of the Board of Trustees of Shoreditch Town Hall Trust.

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Heather Mustafa

Senior Project Manager

My work focuses on the Distribution channels, specialising in projects that support delivery of the people plan, strategy and culture.

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Lucy standing

Chair

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’t believe you care about any of that. If you are reading my profile (thank you) then I’d like this time to be more usefully employed.

I’m a business psychologist (same as occupational, organisational or industrial) which means you’d work with me if you believe 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 from making things work.

– I am very pragmatic. I always think about things from the point of view of ‘will that work in reality’? I’m not precious over how things have to be done – different organisations require different approaches.
– I’m not motivated by money. I give back, run a not for profit site and do my job because I love it – not because I need to.
– I’m direct and I don’t beat around the bush. I probably need to exorcise a little more tact at times.
– I am cognisant of my role – I’m not superior or precious. I won’t get irritated or stroppy if you don’t adopt everything I say, but I will challenge you.
– I have lots of energy to get things done and never miss a deadline.
– I provide a service, but relationships I have with clients or other peers are reciprocal: I respect them and they respect me.
– I believe happiness is overrated. I’d much rather be engaged and excited about something. Whatever happens I’m never bored. I make the most of things.
– I’m forever an optimist and try to see the good and positives in a situation. I play to my strengths and encourage others to do the same.

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Victoria Silverman

Director of Innovation Enablement, Global

Victoria Silverman is a global engagement specialist who gets results by using visuals, words and ideas to inspire collaborative 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 for Diversity & 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, to support LGBTQ colleagues and programs; Steps to a Smaller Footprint, an energy efficiency drive that supported the reduction of $1 million in energy bills; and We4She – a month-long UN-related initiative to inspire male and female employees to mentor, coach or sponsor a woman or girl – which drew 49k views, likes, comments and 1k pledges among the company’s 50k-strong workforce in 100 countries. Her most recent campaign #dare2disrupt dares employees to live and 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 and founder of the parenting online community BeTeenUs.com.

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Ian Naylor

VP Global Service Centres

A results oriented adaptable leader, with a track record of innovative and customer centric business transformation in large scale, multi-site, multi-channel, complex contact centres, and across retail operations.

Expertise in digital customer journey re-engineering & the creation of customer insight capability to eliminate failure, increase customer loyalty & significantly reduce cost.

Defined strategy & led operational delivery through periods of high growth, business start-up, multiple new initiative launch & rapid business change. Step changed end to end customer experience and significantly improved profitability by creating new operating models and deploying innovative technologies & people strategies.

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Cathy Brown

Executive Director

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

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Paula Stannett

HR Director

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

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Sean Risebrow

Director of Customer Experience

As Director of Customer Experience Sean led the transformation of Virgin Media’s customer experience from its launch in 2007 until its acquisition by Liberty Global in 2013.  The turnaround in the quality of experience has been by quoted by analysts as a key element in the $5 to $53 increase in share price, during which the customers’ view of the experience changed from bottom quartile to industry lead.  Sean is one of a few Senior Executives that has successfully led an organisation through the four recognised stages to Customer Experience Maturity – Fix, Deliver, Differentiate and Delight.

Sean worked for Fidelity Worldwide Investment in February 2014, to shape and drive their customer centricity programme.  In January of 2015 Sean joined NewsUK, the publishers of The Times, The Sunday Times and The Sun where he was responsible for the Customer Experience, Member Service and Customer Event teams. Sean is now Director of Customer Experience at BUPA.

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Helen Wilson

Global Chief Experience Officer

Twitter: @HelenWilson_CX

Helen re-joined Ipsos in 2013, having begun her research career there more years ago than she cares to remember.  She is now Global Chief Experience Officer for Customer Experience and Mystery Shopping.  Previous roles include Global Chief Marketing and Communications Officer and Managing Director of Ipsos Loyalty, UK.  She has also led Ipsos’ CX Council, a forum for CX leaders to come together and ‘lead the industry debate’.  Helen has significant CX research experience across a number of sectors, markets and customer types, but she ‘cut her teeth’ on b2b and that’s still where she most likes to roll up her sleeves.

Before Ipsos, Helen was at CFI Group, the organisation behind the American Customer Satisfaction Index (ACSI), and advanced CX analytics specialists, where she spent most of her 10+ years in Programme/Account Director type roles, responsible for major CX research programmes. Prior to CFI, Helen headed up the Consumer Products, Trade and Retail Practice at ORC International, led the research team at Marketpower, a specialist foodservice agency and was an Area Director at Pharma Strategy Group, IMS, a provider of healthcare intelligence.

Helen is a frequent speaker, chair and judge at CX events, most recently the CX Marketing Summit 2018.  Her favourite speaking engagement remains that for the UK National Contact Centre Conference a few years ago: Feedback included: “Awesome presentation from Helen Wilson at CCMA conference” and “If you want a lesson on how to make a data presentation interesting you have to see Helen Wilson”, based mostly on succeeding in returning the audience to their seats after the building had been evacuated due to a firm alarm in the middle of her presentation – no mean feat at the British Library in London!

Outside of work, Helen has four young daughters and a Fox Red Labrador puppy – enough said …

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Mark Hillary

CEO

Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. In the past decade he published another dozen books exploring business strategies. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog.

www.markhillary.com

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Wally Brill

Senior Persona Designer, Adecco

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”.

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Dr. Melissa Hungerford

VP, TALENT AND LEADERSHIP DEVELOPMENT

Dr. Melissa K. Hungerford is VP, Global Talent Management and Inclusion for Avon Products, Inc. Melissa has over 18 years of experience and a proven track record in designing and leading end-to-end talent management strategies with a focus on strengthening the leadership pipeline, creating an engaged and high performance culture and offering learning and OD solutions to support the business strategy.

Melissa has worked across a wide range of industries including retail with The Home Depot, pharmaceuticals with Bristol-Myers Squibb, lighting with Philips and fast moving consumer goods with The Coca-Cola Company and most recently with Coca-Cola European Partners, the largest Coca-Cola bottler in the world. She is an American ex-pat with global work experience, having lived in Turkey, The Netherlands and the UK.

Early in her career, Melissa worked in management consulting with Personnel Decisions International (PDI) and across a diverse spectrum of counselling settings. She earned her Ph.D. in Psychology with a specialty in organisation development from Georgia State University. Melissa resides in London with her husband and two children.

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Prof Moira Clark

Director

Moira is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate 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 many public and in-company seminars and conferences around the world.

Major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.

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Tracey Shirtcliff

CEO and Founder

I’ve always been passionate about business and starting things. I’m entrepreneurial to my core. I’ve started my own creative agency, computer software company and now a data technology business.

I also love to help other people deliver on their visions. I’m a believer in a great idea and a creator of an action plan.

I’ve worked in a number of great businesses and enjoy the challenge of the journey. I think great products and award winning service is an invaluable combination for any business. It should be at the heart of what you strive for.

When I’m not working I like sunshine, Scuba Diving, and enjoying my Children. With them its never a dull day.

Specialties: Business Start-ups, Marketing, Running Creative businesses, Technology, Consulting, Investing, Idea development and Strategy, Agency Management, Benchmarking, Data.

Some of the Awards that I’m proud of:

2008: Queens Award for Enterprise & Innovation
2008: Business Driver of the Year in Europe
2006: Short-listed: MacWorld Editor’s Choice Award
2005: 5/5 review from MacWorld for Traffic
2004: MacWorld Developer of the Year Award
2004: 5/5 review from MacUser forTraffic Software

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Kim Ratcliffe

COO

Leading the end to end customer experience including strategic design and delivery and full customer journey operational ownership. Leading customer operations for Connected Home, responsible for delivering new home technology and innovation for the energy and smart home market. Heading up change management, business readiness, business engagement, customer experience and customer service.

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Martin Hill-Wilson

Founder

I’m a customer engagement and a ‘beyond silos’ strategist. I am also an author, international keynote speaker and chair. Working under my own brand, Brainfood Consulting, I deliver a range of master classes and interventions.

Current topics include empowered service cultures, omni-channel design, automation and self service, proactive service models, mobile and social customer service. All targeted at delivering disruptive service innovation.

I’m is also a founding member of Beyond Silos – a group of specialist practitioners offering design and delivery service for embedding customer hubs – next generation customer engagement.

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Mike Gibney

Director of Workforce at the Walton Centre NHS Foundation Trust

Michael is currently Director of Workforce at the Walton Centre NHS Foundation Trust where he has worked since 2013. He is the Trust lead for HR, OD, Education, Communication and Fundraising.  During this period, the organisation has achieved the Investors in People Gold Standard Award, Investors in People Health and Wellbeing Award and is currently within the HSJ Top Ten Best Places to Work.

Michael joined the NHS in 2009 following a successful career in local government and the third sector.   This included implementing a service redesign programme within a local authority that delivered efficiency savings of £10 million over a 3 year period and designed workforce interventions at a regional level, across 10 local authorities.  Throughout his career, he has placed a strong emphasis upon actively engaging with all levels of the workforce as a fundamental building block to delivering change.

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Ramkumar Chandrasekaran

HR Director UK & Ireland

Head of Human Resources with a demonstrated history of working in the information technology andservices industry. Strong human resources professional skilled in aligning HR strategy to Business. TalentManagement, Employee Engagement, Staffing, HR Policies, and Compliance.

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Katherine Bassey

Head of Staff Engagement and Innovation

Experienced organisational development practitioner with background in engagement, leadership and management development to improve organisational performance. Inclusive and astute, with the tenacity to drive sustainable change within large, multi-faceted organisations.

Fellow ILM, Chartered Fellow CIPD, affiliate European Mentoring & Coaching Council, MBTI licensed, judge – CIPD’s People Management Awards and NAS London Apprenticeship Awards – former Executive Chair for Greater London of National Training Awards, Chair of Trustees Relate London South East.

Location



11 NOVEMBER 2019
WESTMINSTER BRIDGE PARK PLAZA, LONDON

200 WESTMINSTER BRIDGE ROAD,
LONDON, SE1 7UT

DIRECTIONS:

Art meets design in the grand Park Plaza Westminster Bridge London. Boasting views across the river to the Houses of Parliament and Big Ben, Park Plaza Westminster Bridge London offers the perfect location for a conference, business event or a city break unmatched by any other hotel in London.

Park Plaza Westminster Bridge is situated in London’s South Bank, within walking distance to the city’s most iconic attractions. The hotel’s ideal location is within minutes away from Westminster and Waterloo London Underground stations and London Waterloo National Railway station.

From King’s Cross & St. Pancras Railway Station (Eurostar) (approx 35 mins)

  • Travel Westbound on the Piccadilly Line
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Waterloo and exit via the South Bank
  • Walk up York Road to the roundabout

From London Heathrow Airport (approx 90 mins)

  • Take the London Underground
  • Take the Piccadilly Line towards Cockfosters Underground Station
  • Change at Green Park Station for the southbound Jubilee Line service
  • Depart at Westminster
  • Walk Across Westminster Bridge, destination in front of you

From London Gatwick Airport (approx 90 mins)

  • Take the Gatwick Express to London Victoria Railway Station
  • Take the London Underground and travel eastbound via the Circle and District line
  • Get off at Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Walk Across Westminster Bridge, destination in front of you

From London Stansted Airport (approx 90 mins)

  • Take the Gatwick Express to Victoria Station
  • Change for the London Underground and take the District and Circle Line to Westminster
  • Walk south across Westminster Bridge
  • Cross the roundabout
  • Park Plaza Westminster Bridge will be directly in front of you