Welcome to the International Engage Awards - Now Open For Entries
Following on from the success of Engage Business Media’s 2018 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2019 to the International Engage Awards.
The new moniker is an acknowledgement of the increasingly global spread of organisations wanting to enter what is now firmly recognised as the only customer and employee engagement Awards programme.
The 2019 International Engage Awards will include a record number of 20 categories, nine of them brand new to the programme, and will cover every conceivable aspect of customer and employee engagement, and including for the first time a coveted Lifetime Achievement Award.
So, if you’ve achieved great things with your engagement initiatives, the Engage Awards are perfect for you. We’re open for entries until the 15th July, so don’t miss out on recognising your efforts.
We wish you the best of luck with your entries.
Wondering what you missed in 2018?
Previous Sponsors Include
What our entrants think
We were thrilled that our programme had been recognised as a finalist then to actually win was amazing. What a great way to celebrate success and to show that all the hard work has paid off! Wickes
There is always a great spread of well-considered categories that offered plenty of scope for entrants Barclays
Winning was well-deserved recognition for the whole team working on employee engagement initiatives at MetLife. It was great to return with the trophy and share the good news. MetLife
The online platform made it so easy to enter, as we could come back to our entry whenever we wanted to. M&S
The variety of categories covered all aspects of engagement and enabled us to enter a wide range of projects that we've been working on. BT
The Engage Awards offered us the chance to recognise our team and the hard work that they've put in to achieve success. Microsoft
Our 20 categories span all aspects of engagement
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.
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.
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.
Best Engagement in Utilities and 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.
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.
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.
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.
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 its people and their working lives and has used that programme to improve its employee engagement offering. The implementation of the VOE programme must be measurable and have made a positive contribution to the overall engagement levels of its employees.
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.
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 field of customer engagement. The implementation of this technology must be measurable, sustainable and have contributed to the performance and/or profitability of the organisation.
Best Internal Communications Strategy
This Award will go to the organisation that has introduced an effective , sustainable and successful Internal Communications strategy that has improved its understanding and insight of employee behaviour and needs, and has used that strategy to improve its employee experience offering. The implementation of the Internal Communications strategy must be measurable and have made a positive contribution to the overall employee experience offering.
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.
Best Digital Engagement Strategy
This Award will go to the organisation that has best demonstrated engagement excellence in a digital environment. This initiative will have attracted, retained and influenced customers/employees to gain increased loyalty and satisfaction. Results will be measurable and will have had a positive contribution to the performance and/or profitability of the organisation
Best Engagement Team
This Award will go to the team which has proven to achieve consistent excellence in the field of customer and/or employee engagement and are role models for other teams in the way they approach their engagement strategies and tactics. This team will be a coherent, organised and motivated group who are always prepared to go the extra mile when it comes to customer and/or employee engagement.
Best Use of Automation
This Award will go to the organisation that can best demonstrate the implementation and successful use of innovative new customer and/or employee automation technologies such as AI and Robotic Process Automation across the enterprise. The implementation of these automation technologies will have had a positive impact on customer/employee engagement levels and these will be mearurable.
Best Customer and Employee Engagement Programme
This Award will go to the organisation that has introduced an effective, sustainable and successful customer and employee engagement programme that has improved its understanding and insight of customer and employee behaviour and needs, and has used that strategy to improve both its customer and employee experience offering. The implementation of the programme must be measurable and have made a positive contribution to the overall customer and employee experience offering.
Best Engagement in Consumer Retail
This Award will go to the consumer retail 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.
Best Omnichannel Customer Experience
This Award will go to the organisation that has best demonstrated customer experience excellence in an omnichannel environment. This omnichannel customer engagement will have attracted, retained and influenced customers to gain increased customer loyalty and satisfaction. Results will be measurable and will have had a positive contribution to the performance and/or profitability of the organisation.
Lifetime Contribution Award
This Award is open to any long term high achieving individual and nominations for the Award will come either from colleagues or anybody else who works in the customer and employee engagement sector. The Award is deigned to recognise and reward a truly exceptional individual who has over a substantial period of time been an inspiration, as well as a role model for others to follow. The winner of this Award will be an outstanding person who has made a real difference.
Best Use of Customer Insight
This Award will go to the organisation that has best demonstrated an insight into the needs and behaviours of its customers. This demonstration of understanding will have attracted, retained and influenced customers to gain increased customer loyalty and satisfaction. Results will be measurable and will have had a positive contribution to the performance and/or profitability of the organisation
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 winners
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 Winner:
Reward Gateway
2018 Finalists:
Reward Gateway
Bupa Global
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 Winner:
The Times & Sunday Times
2018 Finalists:
The Times & 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 Winner:
Concentrix
2018 Highly Commended:
Autocab
Pulse
2018 Finalists:
Concentrix
Autocab
Pulse
BGL Customer Services
Capgemini and Transversal
Celtic Manor Resort
Engage Hub
eTeach
IM Group
Interactions
NHS Business Services Authority
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 Winner:
Northumbrian Water Group
2018 Highly Commended:
Brillio Limited
Tata Consultancy Services
2018 Finalists:
Northumbrian Water Group
Brillio Limited
Tata Consultancy Services
Virgin Pulse & AstraZeneca
BT
Everything Everywhere and Nice
Greenlight
Growth Engineering and Tusker
IBM
Leeds Teaching Hospitals NHS Trust
Nationwide Building Society
Nissan
Royal Bank of Scotland and MaritzCX
TalkFreely for Seymour House
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 Winner:
Argos
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 Winner:
Limitless & Daily Mail Partnership
2018 Highly Commended:
N Brown
The Times & The Sunday Times
2018 Finalists:
Limitless & Daily Mail Partnership
N Brown
The Times & The Sunday Times
Artificial Solutions
Atkins
Bray Leino CX on behalf of mfldirect
Buyer Brain
Capgemini and Transversal
First Bus
Kent College Pembury
Middlesex University
The AA
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 Winner:
Northumbrian Water Group
2018 Highly Commended:
Nissan
Skyscanner
2018 Finalists:
Northumbrian Water Group
Nissan
Skyscanner
Barclaycard
Blue Chip Marketing (UK) Ltd
Calabrio
CH&CO
Direct Line Group
Greenlight
Mersey Care NHS Foundation Trust
Novus
Sky
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 Winner:
Marks & Spencer International / InMoment
2018 Highly Commended:
Big Yellow Self Storage / InMoment
2018 Finalists:
Marks & Spencer International / InMoment
Big Yellow Self Storage / InMoment
Beehive and Aston Martin
Bupa Global with Confirmit
Fidelity International
Fortnum & Mason
Homeserve
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 Winner:
Direct Line Group
2018 Highly Commended:
Bacardi Ltd and Instinctif Partners
2018 Finalists:
Direct Line Group
Bacardi Ltd and Instinctif Partners
British Medical Association
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 Winner:
N Brown
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 Winner:
Corona Energy
2018 Highly Commended:
Bacardi Ltd and Instinctif Partners
2018 Finalists:
Corona Energy
Bacardi Ltd and Instinctif Partners
Calldorado
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 Winner:
Zero Suicide Alliance
2018 Finalists:
Zero Suicide Alliance
BT Business & Public Sector with Blue Sky Performance Improvement
Jardine Motors Group
Royal Bank of Scotland
Royal National Lifeboat Institution
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 Winner:
Corona Energy
2018 Finalists:
Corona Energy
Anglian Water Services Ltd
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 Winner:
SSE
2018 Finalists:
SSE
IBM iX
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 Winner:
Shared Services Connected Limited
2018 Highly Commended:
Corona Energy
2018 Finalists:
Shared Services Connected Limited
Corona Energy
Affinity Water
Alliance Manchester Business School
Aspen Healthcare
BT Business & Public Sector with Blue Sky Performance Improvement
Dow Jones – The Wall Street Journal
IM Group
Midcounties Co-Operative / InMoment
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 Winner:
GFM Clear Comms & The Times
2018 Finalists:
GFM Clear Comms & The Times
Anglian Water Services Ltd & Orbit Services
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 Winner:
Autocab
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 Winner:
Affinity Water
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 Winner:
Webhelp and Sky – Larbert Customer Experience Centre
2018 Finalists:
Webhelp and Sky – Larbert Customer Experience Centre
Capgemini and Transversal
Capita Customer Management – RSPCA Operation
Littlefish & the Parliamentary Digital Service
Portico – Chiswick Park Park Enjoy-Work
Click here to see the 2018 Engage Awards Photo Gallery
Meet the 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
Kate Jones
Stephen Robertson
Heather Mustafa
Lucy standing
Victoria Silverman
Ian Naylor
Cathy Brown
Paula Stannett
Sean Risebrow
Helen Wilson
Mark Hillary
Wally Brill
Dr. Melissa Hungerford
Prof Moira Clark
Tracey Shirtcliff
Kim Ratcliffe
Martin Hill-Wilson
Mike Gibney
Ramkumar Chandrasekaran
Katherine Bassey
Stuart Eames
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.
Kate Jones
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.
Stephen Robertson
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.
Lucy standing
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.
Victoria Silverman
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.
Ian Naylor
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.
Cathy Brown
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.
Paula Stannett
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.
Sean Risebrow
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.
Helen Wilson
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 …
Mark Hillary
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.
Wally Brill
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”.
Dr. Melissa Hungerford
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.
Prof Moira Clark
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.
Tracey Shirtcliff
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
Kim Ratcliffe
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.
Martin Hill-Wilson
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.
Mike Gibney
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.
Ramkumar Chandrasekaran
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.
Katherine Bassey
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