The hottest user event in the Salesforce ecosystem!

  • DATE: Thursday 10th October, 2019
  • VENUE: etc.venues, 133 Houndsditch, Liverpool Street, London
  • TIME: 10am onwards
  • This event is FREE to attend

A really insightful day and the agenda was fantastic. A lot of these events are pure sales pitches, but yours was far from it!

- CloudFest London 2018

LEADING THROUGH CUSTOMER OBSESSION

Our line-up of industry experts, visionary thought leaders and successful customers, with great opportunities to network and engage, will leave you with real-life examples and hints and tips for how you can improve efficiency, reduce churn and create greater customer advocacy.

AGENDA OVERVIEW

ARRIVAL: 09:00-10:00
KEYNOTE: 10:00-13:00
LUNCH: 13:00-14:00
BREAKOUT SESSIONS: 14:00-16:00
TECHFEST: 16:00-17:00
NETWORKING RECEPTION: 17:00-18:00

KEYNOTE

WELCOME

WHY BE CUSTOMER-OBSESSED?

GERRY MCGOVERN

Customer Experience Consultant

This is the Age of the Consumer. Never before have customers had more power, more connectivity, more information, or more tools. The result is that customers are innovating faster than organisations. Customers have become the engine for sales and marketing because it is their opinions and experiences that prospects trust and seek most.

There are three characteristics of the customer-obsessed organisation: Humility, Agility, and Simplicity. Gerry McGovern will explain how to enhance the humility skills of listening, collaborating, and using evidence instead of gut instinct. He’ll explain why agility should be measured in relation to how quickly you can respond to customer feedback. And he’ll show why simplicity of use is such an essential metric for any organisation that wants to become customer-obsessed.

THE PSYCHOLOGY OF CUSTOMER INTERACTION

MARTIN HILL-WILSON

CX & AI Engagement Strategist - Brainfood Consulting

Given its importance to many corporate growth strategies, it is alarming that progress has flatlined for the last three years according to Nunwood and Forrester. Brand switching shows consumers are becoming less tolerant of poor service and despite growing sophistication of the technology, consumers remain critical of bot based self service and still demand access to human assistance.

So what is really going on? If we look at these issues through the lens of psychology and neuroscience, these customer behaviours start to make sense. In particular when we understand how emotion, feeling and the way we remember experiences influence our decisions and behaviour.

One year after launching Emotive CX for Customer Interaction, Martin Hill-Wilson returns the CloudFest stage to report how a pioneering group of brands have been planning to embed this new understanding into their contact centre operations and rejuvenate their CX strategies.

BREAK

Take a quick refreshment break and discover how to make every conversation great in our Engagement Zone.

CUSTOMER SPOTLIGHT

National Citizen Service

Hear from our successful customers on how they are leading through customer obsession

BREAKOUT SESSIONS

Choose a track to attend for the entire afternoon, or swap in between each session. Session announcements coming soon!

SALES THEATRE

Discover how to sell more from sessions by practised and successful Sales Leaders and influential thought leaders.

14:00-14:30 - Inside Marketing

14:40-15:10 - Ziba Goddard, Head of Core Consulting, Cowry Consulting

15:20-15:50 - Ebury

SERVICE THEATRE

Hear how to serve your customers better from experienced CX Leaders and knowledgeable thought leaders.

14:00-14:30 - Thought Leader

14:40-15:10 - Golfbreaks

15:20-15:50 - Customer Use Case

TECHFEST

16:00-17:00

More information coming soon!


NETWORKING RECEPTION

17:00-18:00

Stay for the networking reception to enjoy some drinks, food, network and see if you are lucky enought to win during the rpize draw!


ENGAGEMENT ZONES

Visit our Engagement Zone to network and meet a number of different NVM teams, our speakers, customers and other organisations during the day. Fill in your engagement card by visiting a number of pods to be entered into the prize draw, taking place during the networking reception

Sponsors

Platinum

Bluewolf Logo

Bluewolf, an IBM Company, is a leading global Salesforce practice committed to creating customer and employee experiences that drive a return on innovation. We enable companies of any size and industry to deliver deeper, personalised customer moments with Augmented Intelligence (AI) as a competitive advantage, now.

GOLD

PCIHelper logo

Our globally accessible cloud platform empowers organisations to take payments securely without bringing their environments into scope of PCI DSS and other relevant data security rules and regulations.

With the entire product portfolio served from PCI Pal’s cloud environment, integrations with existing telephony, payment and desktop environments is simple and light-touch, ensuring no degradation of service while achieving security and compliance.

ebsta logo

Media Partner

CCH Logo

Call Centre Helper is the leading contact centre magazine with over 200,000 readers. It is a free, weekly online magazine aimed at giving contact centre people advice on how to make their businesses work more effectively.

The site allows readers to navigate swiftly to the area that interests them most. There are many regular features including articles that ask experienced people to answer real-life contact centre problems faced by their peers. We aim to be the main source of content on the internet for specialist call centre areas.

FAQ

  • How much does it cost to attend?

    Free - as are all the best things in life!

  • How do I register?

    Simply fill in the form at the top of this page. You will receive a confirmation email shortly after.

  • Is the event catered?

    Yes! Breakfast, lunch and light refreshments will be available throughout the day. If you have any specific dietary requirements, please email cloudfest@vonage.com

  • What is the dress code?

    We would recommend business casual for this event.

  • Who can I talk to about becoming a potential sponsor?

    Please email cloudfest@vonage.com for sponsorship information.

  • How do I make a change to my existing registration?

    Please email cloudfest@vonage.com.

  • What can I do to prepare for the event?

    Keep up-to-date with the latest announcements by regularly checking this page, our social media channels and look out for emails coming over the coming weeks.

  • Is the event accessible by public transport?

    Yes, there are a number of tube stations close by, including Liverpool Street (6 minute walk), Aldgate (3 minute walk), Aldgate East (7 minute walk) and Bank (14 minute walk). For more information, see here.

Speakers

MARTIN HILL-WILSON

CUSTOMER SERVICE, CX & AI ENGAGEMENT STRATEGIST, BRAINFOOD CONSULTING

Martin is a well known international keynote speaker and chair for contact centre and customer engagement conferences. He is also a global authority on social customer service and co-author of ‘Delivering Effective Social Customer Service’. As the name Brainfood suggests, Martin enjoys stimulating people to see their worlds anew, then help them develop a better mousetrap. Over a career that has included CEO, trainer, consultant, strategist and facilitator, Martin has maintained his interest in the customer agenda.

Martin Hill-Wilson

Gerry Mcgovern

GERRY MCGOVERN

CUSTOMER EXPERIENCE CONSULTANT

Gerry has developed Top Tasks, a customer experience management model. Top Tasks has been used by organisations such as Microsoft, Cisco, NetApp, Toyota, Google, IBM, the European Union, US, UK, Dutch, Canadian, Norwegian, and Irish governments. Top Tasks helps organisations improve customer experience through identifying and optimising customer top tasks. It has developed over 15 years and has been used more than 400 times, with an estimated 300,000 customers participating. A highly-regarded speaker, Gerry has spoken on digital customer experience in more than 35 countries. He has written seven books. His latest is called Top Tasks, which is a detailed how-to implementation guide.

ZIBA GODDARD

HEAD OF CORE CONSULTING, COWRY CONSULTING

Following an undergraduate degree in Experimental Psychology and a Masters in Clinical Psychology, Ziba was drawn to business and spent time working in organisational effectiveness at Bank of New York Mellon. Ziba is the Head of Core Consulting at Cowry and leads the client 'Pilots and Programmes' within the business. Ziba spends the majority of her time identifying the cognitive friction in the current customer journeys to help inform the creative process within Cowry at the key Design stage.
 

Ziba Goddard