Customer Engagement 2016 - The Insurance Network

Customer Engagement 2016

Achieving a customer centric, high interaction engagement model that drives up performance and builds competitive advantage
27th September 2016 | London

Across the sector organisations are striving to increase customer engagement to drive the repeat business you need to enhance market share and profitability – those that fail will be left behind. Following Brexit the race to engage has intensified as customers and clients tend to choose the most trusted brands in uncertain times.

The key challenge is HOW to enhance engagement in today’s fast paced, fast changing, omni-channel digital environment?

The customer engagement challenges are multifaceted and complex – there is no-one size fits all or one final end point – meaning organisations need to continually review their engagement strategy to ensure it is delivering ROI.

Critically, insurers and brokers still face operational and technological challenges - and cultural resistance - as they move from a low touch model to a high engagement model: successfully tackling these challenges is the priority

This conference explores how you overcome these key challenges in order to engage your customers in a way that is efficient for you and delightful for them – building a platform for growth and driving future competitive advantage and profitability… whilst still delivering positive bottom line results.

Topics to be covered this year include:

  • How to engage customers on a more frequent and sticky basis, without increasing costs or complexity within the organisation
  • Discover the nuts and bolts of creating a customer centric organisation
  • Delivering self-service to increase interactions and create new opportunities
  • Building the infrastructure and culture needed to deliver this organisational transformation

ce16 brochure-cover 2

Main sponsor:


Session sponsors:
visionware logoCommunisis_webREaD-webDock9-logoResponsetek-web-2016


Supported by: CII-2685-logo-18mm

To find out about the sponsorship options available please:
Submit your sponsorship enquiry here »
Or contact Phil Middleton, +44 (0)20 7631 0034,


08:00 Registration & Coffee


Overcoming the strategic, operational and cultural challenges to deliver a customer centric service
  • Defining what a good customer journey and experience looks like
  • Key operational challenges in realigning the organisation around the customer centric strategy
  • Dealing with cultural resistance in order to drive through change
  • The importance of diversity and leadership to deliver a high performance, customer focused culture
  • Key challenges organisations need to address to ensure they survive and prosper in a digital age


Q & A

Sponsored by: Hitachi_Solutions_Logo_stacked-transparent

10:45 Coffee & networking in exhibition area

11:25 Delegates choose from one of the following two streams


Data driven customer engagement

Sponsored by: REaD-web

Building up customer knowledge to engage more frequently and to improve the service and products we are providing for them

  • Achieving micro-segmentation through the use of data and transforming this into actionable marketing intelligence
  • Building a customer knowledge system and process to enable more frequent, better informed engagement
  • How have these initiatives transformed the customer experience and delivered ROI?


Gillian Tomlinson
Chief Data Officer

Exploiting new digital and social techniques to improve engagement in an omni-channel environment

  • Moving away from commoditisation to customer centric service
  • Overcoming the challenges of enabling customers to self-serve
  • The tension between using customer data innovatively to improve service whilst not being intrusive
  • Moving quickly and incorporating new insights to give customers better products and prices and/or simplifying the on boarding process


Round table discussion


Moving towards a customer centric, agile operating model

Sponsored by: Hitachi_Solutions_Logo_stacked-transparent

CASE STUDY: Using design thinking and co-creation to deliver engaging customer experiences and a customer centric organisation

  • Determining who your customers are and what are their needs?
  • Designing a digital business that empowers customers through interaction and personalisation
  • Earning the trust of your customers by being relevant and engaging
  • Co-creating with customer to transform the experience across all channels


Richard Pash
Director of Marketing

Aligning tech, people and culture to develop an operating model that drives successful customer engagement

  • Changing business processes to support the customer engagement strategy
  • Engaging the whole supply chain to ensure a constant experience
  • This is not an IT project - introducing technology to support core competencies in meeting the customer promise
  • How do you prepare both employees and customers for change?


Olga Potaptseva
Head of Customer Experience and Insight
Domestic and General

Round table discussion

13:00 Lunch & networking in the exhibition room

14.00 Delegates choose one of the following two discussions sessions


Transforming the Customer Journey

Sponsored by: Communisis_web

The key to driving customer expectations of how they should be treated, over what timescale and through which channels are continually changing. This discussion explores what a good customer journey is and how to achieve it efficiently

Topics to be discussed include:

  • Transforming interactions into positive, value add contact instead of just distress purchases, billing and renewals
  • Increasing customer retention & loyalty through authentic engagement
  • Dealing with both positive and negative digital word of mouth feedback
  • Driving innovation in all areas of the customer experience

Led by:

Jon Lott 120x84
Jon Lott
Customer Strategy and Experience Director
Swiss Re

Helene Gullen
Head of Customer Experience


Successfully migrating from a low interaction to a high engagement model

Sponsored by: Dock9-logo

Key to driving engagement is your ability to move from one-off, wide-net campaigns towards targeted continual interactions that drive long-term loyalty. However achieving this is easier said than done. This panel will explore the operational challenges and how you overcome them

Topics to be discussed include:

  • Centralising data storage in order to provide a seamless service
  • Improving contact centre service by ensuring those on the front line are equipped to deal with the new digitally savvy and knowledgeable customer
  • Self-service challenges - is building infrastructure that pools all products & interactions into one platform for the customer to access whatever they need the right approach?
  • Providing excellent customer experiences at every touch point in every channel – first time, every time

Led by:

Alan Hickman
Head of Personal Lines Operations

Ingrid Woodward
Formal Global Customer Operations

15:00 Coffee in the exhibition room

15:30 Delegates choose one of the following two workshops


Achieving a single view of the customer to drive customer insight and engagement

Sponsored by: visionware web

Integrating & leveraging new data sources

  • Using customer journey mapping to drive customer engagement
  • Leveraging data to improve customer engagement through personalisation
  • Working towards a more consistent and holistic representation of customer data within an organisation
  • Improving and maintaining the quality of data you already have


Round table discussion


Creating the operational capabilities to enable customer engagement

Sponsored by: Responsetek-web-2016

CASE STUDY: Developing a framework to align people, culture and process to deliver a consistent customer experience

  • Achieving segmentation to more accurately tailor the service to your customers
  • Shifting the culture and attitude of the organisation to drive good customer engagement
  • Creating an authentic, personalised service for your customers
  • Listening to what customers want and successfully using that data to improve the service
  • Accepting when strategies have not worked and learning from them fast


Round table discussion

16:30 Move to next session

16:40 Closing Panel Discussion

Can we change to survive?

Can insurance successfully achieve customer engagement in a digital world?

3 expert panelists will present their vision of how customer engagement management is changing, how they are responding and what the implications are for the insurance industry. The audience then joins the discussion through a facilitated Q&A before drinks are served.

Topics to be covered include:

  • How will what customers want from their insurers and brokers change?
  • How will the service offering need evolving to meet those expectations?
  • Do insurers have the skills and capabilities to succeed in the digital world?
  • What is the likelihood of new players with existing customer relationships offering ‘add-on’ insurance as part of their service? How big is the threat?
  • Will insurance companies just be the provider of capital rather than holding the key customer relationships?

Sponsored by: Hitachi_Solutions_Logo_stacked-transparent

17:10 Networking drinks reception

Still undecided?

See what others have said:

A genuinely thought provoking day that completely justifies time away from the office - highly recommended.
Iain Harper, Zurich

A very good balance between industry information, software availability and cultural behaviours.
Judi Hoal, Hiscox

An excellent conference showcasing how leading insurers are approaching customer engagement, and demonstrating thought leadership in this critical area.
Andrew Alcock, TH March & Co Limited

Interesting, informative, eye-opening.
Ronnie Simmons, Maiden Insurance Partnerships

Superbly organised event with expert speakers who provided real insight and lots of good food for thought.
Paul Handleigh, youTalk-insurance

The Customer Engagement in Insurance conference was truly engaging and such an enjoyable event. The presentations were all valuable and the people interactive sessions helped to facilitate lively discussion and strategic thinking. The cross section of senior representatives attending brought a wide range of expertise. The opportunity to interact with senior industry people provided to some really interesting views and useful debates. I’m looking forward to attending future events.
Barry Street, Covea Insurance

What your peers have said

Very informative, interesting speakers, very well organised

Excellent conference and very relevant

Everything was very professional

Good way to catch up on the latest industry trends

Professional well constructed conference with topics that would interest a broad range of roles within an organisation

Good speakers, good content, relevance

Good networking event, familiar themes and issues appeared within delegates businesses.

Many of our businesses are facing the same challenges

Excellent insight into how larger insurance organisations are tackling customer engagement

Speaker biographies

Alison Meckiffe
Chief Operating Officer
AXA Insurance

Alison Meckiffe

Born 1975, Alison joined AXA in 2014 and is now Chief Operating Officer for the Direct & Retail Partnerships line of the AXA UK business. She heads up Customer & Marketing, Distribution and Operations functions across AXA Direct, Swiftcover, British Gas and Marks & Spencer, focused on delivering truly customer centric and data driven solutions throughout the journey. Under her leadership a Think Customer programme of change was established and is delivering notable increases in both customer satisfaction and profitable business growth.

Alison has extensive senior level global experience in multichannel and digital marketing gained at AXA and through previous roles at TUI Travel and Procter & Gamble, with proven success in leading strategic marketing and business transformation programmes delivering profitability and capability improvements.

Speaker for Panel Discussion 2 »

Andrew Clayton
Former Global Director of Brand and Customer Experience

Andrew Clayton

Andrew is Bupa’s Global Customer Experience & Brand Director with global responsibility for ensuring Bupa becomes the most trusted and recommended health and care company through the delivery of best in class customer experience and growing Bupa’s brand value.

Prior to joining Bupa, Andrew worked in the financial services industry for over 25 years and held a number of executive positions at a Global, Regional and Business Unit level covering the functions of: Marketing, Sales, Operations and Human Resources at both Allianz and GE Capital.

Speaker for Panel Discussion 1 »

Beatriz Montoya
Channels Marketing Director
Simply Business

Beatriz Montoya

Beatriz is a director-level marketer who’s committed to putting commercial marketing at the heart of a business.
Her strengths include a particular expertise in e-commerce and digital marketing, a keen eye for analysis, and a proven ability to develop and deliver cross-channel marketing strategies for growth.
Managing and motivating teams is another strong point. Beatriz has a direct and encouraging leadership style that inspires people to deliver. Bi-lingual in English and Spanish, she is a confident communicator at all levels.

Over the last couple of years, Beatriz has overseen the implementation of a single customer view database, a marketing automation tool, online personalisation tools and a cloud-based fulfilment and marketing system, which is transforming marketing at Time Inc UK.

Marketing leadership, digital marketing, e-commerce, customer data, geeky analysis, customer experience, CRM, mobile marketing, business strategy, business planning, loyalty marketing, agile product development, team management, coaching.

Speaker for Workshop 1 »

Hans Evers
Chief Operating Officer

Hans Evers

Hans has 30 years insurance experience in the UK and Asian markets. Before re-locating back to the UK in 2012 he was 12 years based in Asia working in Japan, Korea (AIG), Japan again (Hartford Life) and for 6 years as Global COO for Cigna in Singapore then Hong Kong. In his current role he is responsible for Claims, Customer Service, Sales Operations and IT for Cigna’s UK individual Health Life & Accident business line.

Speaker for Panel Discussion 2 »

Ingrid Woodward
Former Global Customer Operations
AIG Europe Limited

Ingrid Woodward

Success for organizations begins with unified teams that have a common purpose and work together to achieve the desired goals.

Ingrid is an accomplished leader noted for expertise in Claims, Operations, Change Management, Workflow and Productivity, Business strategy and financial regulatory compliance.
Noted for execution skills, innovative, entrepreneurial and creative approach in driving for results. In addition, Ingrid has a proven track record in creating a compelling vision, strategic planning and delivery of impactful customer experience initiatives. Ability to operate across diverse cultures and geographies.

Passionate about growth and development, delivering sustainable change, while transforming talent into high performance teams across multiple geographies.

Recognized as an effective leader and manager Ingrid has progressed into higher management positions where she have continued to drive for success and self- development.

Speaker for Opening Keynote Session »

Mark Cliff
Executive Chairman
Brightside Group

Mark Cliff

Mark Cliff is Executive Chairman at Brightside Group. He joined the company in May 2015.

Prior to Brightside, Mark held the position of Chief Executive of Retail and Distribution at Ageas Insurance Ltd where he was responsible for all Ageas UK's broker distribution and affinity relationships, as well as Ageas's owned distribution businesses comprising Kwik Fit Financial Services, Ageas Insurance Solutions, RIAS and Castle Cover.

Prior to Ageas, Mark worked at AXA Insurance, where he held the position of Markets, Managing Director, and was responsible for all distribution channels, commercial branch operations, as well as customer service and marketing.

In his early career, Mark worked at RSA in a variety of roles for 15 years.

Mark is also Deputy Chairman of BIBAs Large Broker Advisory Board and Vice President of the CII.

Speaker for Closing Panel Discussion »

Ruth Polyblank
Head of SME

Ruth Polyblank

Ruth Polyblank is an insurance manager and strategist with overall management responsibility for Chubb's SME portfolio in the region focussing on digital engagement, customer innovation and new technologies.
Ruth is B2B insurance marketing expert who holds a postgraduate degree in Marketing, is a Chartered Marketer (MCIM) and has over 16 years’ experience in the risk management and insurance industry, having held senior marketing roles at CLS, Ernst & Young, Fusion Insurance and Equity. She regularly speaks and writes about the need for customer centricity, engagement and innovation within the industry to ensure sustainability and growth.

Speaker for Workshop 2 »

Samantha Smithson-Biggs
UKGI Transformation Director

Samantha Smithson-Biggs

Sam is a qualified accountant with over 20 years experience in the Financial Services arena working in Finance, Capital and Risk as well as delivering large complex programmes. Sam has recently moved into the General Insurance space where she is the Transformation Director in the UK.

Personal Interests: Reading, Triathlons, Marathon running, travelling and spending time with friends and family.

Speaker for Panel Discussion 2 »

Simon Cooter
Commercial Lines & HNW Director
Covea Insurance

Simon Cooter

Simon was appointed Commercial Lines & High Net Worth Director in June 2015, having previously held the role of Commercial Lines Director for Covéa Insurance since January 2013. Simon has responsibility for the management, development and delivery of the Commercial Lines and HNW strategy.
Prior to joining Covéa Insurance, Simon’s most recent role was Director, Market Management and Regional Operations at QBE, the position he had previously held at Brit Insurance prior to QBE’s acquisition of Brit’s UK regional operations.
Before his time at Brit, where he had been a member of the UK Executive Team since 2007, Simon spent 19 years at RSA in a number of senior roles, including Director of Small Business, and set up and ran RSA's SME-focused Enterprise business from 1999 to 2006.
Simon is an ACII qualified Chartered Insurer.

Speaker for Closing Panel Discussion »

Tim Buchanan
Group Digital Director

Tim Buchanan

Replacing teletext with webpages, building ISA e-comm offers, launching online customer self-service and restructuring customer engagement in Latin America from off to online, Tim has been involved with digital since 1996. A First Tuesday survivor with 20 years of digital buzzwords to share, Tim has worked client and agency side across multiple sectors. Since Oct 2015 Tim has been focused on optimising the customer digital experiences across Hiscox.

Speaker for Stream 1 »

Confirmed attendees

UKGI Transformation Director, Aviva Plc

Chief Operating Officer, TH March & Co Ltd

Head of More Than Smart Wheels, RSA Insurance Group Plc

IT Development Manager, Global Aerospace

Operations Director, Aetna International (Europe) Limited

Claims Operations Manager, Claims Consortium Group Ltd

Marketing & Insight Director, Direct & Retail Partnerships, AXA Insurance Plc

Head of Technology, Regis Mutual Management Limited

Head of Operations and Customer Strategy, Chesnara Plc

CIO & Programme Manager, Tradex Insurance Co Ltd

Chief Operating Officer, Paymentshield Ltd

Operations and Networks Director, AXA Assistance (UK) Ltd

Head of Digital and Creative Marketing, Premium Choice Ltd.

Group Digital Director, Hiscox

Managing Director, Global Diversity & Inclusion lead, AXA Assistance (UK) Ltd

Operations Director, Aetna International (Europe) Limited

Marketing Manager, HSB Engineering Insurance Limited

Marketing Director, Hastings Direct

Global Director of Brand and Customer Experience, BUPA

Executive Chairman, Brightside Group plc

Primary Claims Team Manager, TSS Loss Adjusting

Head of Customer Strategy and Experience, Allianz Insurance Plc

Head of Marketing Communications, Zurich Insurance

Commercial Lines & HNW Director, Covéa Insurance Plc

Global Customer UK Development Manager, Zurich Insurance

Head of Direct Acquisition, AXA PPP Healthcare

Customer Experience Manager, Domestic & General Group PLC

Marketing Communications, Home & Legacy Insurance Services Ltd

Web Manager, Phoenix Group

Head of Marketing, Fish Insurance

Chief Operations Officer, Europe HL&A, Cigna Insurance Services

Claims Operations Manager, Claims Consortium Group Ltd

Managing Director, Fish Insurance

Head of Marketing, Phoenix Group

Marketing Executive, Call Assist Ltd

Marketing, Admiral Marine Limited

Product Manager - Buildmark, National House Building Council (NHBC)

Head of Customer Experience, Unum Ltd

Partnership Manager, HSB Engineering Insurance Limited

Chief Data Officer, RSA Insurance Group Plc

Chief Operating Officer, Underwriting & Distribution, Arthur J Gallagher (UK) Ltd

Existing Customer Communications Manager, Legal & General Group Plc

Marketing Manager, Markel International

Head of Customer Experience, Simply Business

Chief Marketing Officer, MS Amlin

CEO, Urban Jungle

Head of Insurance Product, Simply Business

e-Business Manager, MS Amlin

Global Customer Operations, AIG Europe Limited

Head of Operations, Brokerbility

Chief Operating Officer, HSB Engineering Insurance Limited

Head of Personal Lines Operations, LV=

Managing Director, Admiral Marine Limited

Chief Risk and Compliance Officer, AXA Assistance (UK) Ltd

Product Propositions and CRM Manager, Police Mutual Assurance Society Ltd

Managing Director of FutureYou, Zurich Insurance

Head of Operations and Business Improvement, Ryan Direct Group Limited

Commercial Operations, AIG Europe Limited

Customer Data & Analytics Director, RSA Insurance Group Plc

Head of IT, Saga Group Limited

Global Marketing Communications Manager, MicroEnsure

Group IT & Operations Director, Bluefin

Customer Strategy and Experience Director , Swiss Re

Head of Client Engagement, Travel Insurance Facilities Group

Operations Manager, Chesnara Plc

Head of Market Insight and Analytics, Unum Ltd

Operations Manager, RSA Insurance Group Plc

Marketing Manager, Ryan Direct Group Limited

Product Manager,

Associate Director - Consumer Marketing, Frontline, BGL Group Limited

Chief Operating Officer - Direct & Retail Partnerships, AXA Insurance Plc

Head of Sales & Operations, Fish Insurance

Customer Insight, Direct Line Group

Customer and Future Innovation Manager, AXA Insurance Plc

Head of Marketing Strategy, Proposition and Customer Experience, AXA PPP Healthcare

Operations Manager,

Channels Marketing Director, Simply Business

Operations Support Manager, Covéa Insurance Plc

Director of Marketing, UK Life, Zurich Insurance

Medical Director, Aetna International (Europe) Limited

Deputy Underwriter, Admiral Marine Limited

Head of E-commerce, PolicyBee LLP

Head of Marketing & Customer Strategy, Chubb

Head of Customer Experience and Insight, Domestic & General Group PLC

Business Development Consultant, TSS Loss Adjusting

Customer Service & Sales Director, Alan & Thomas Insurance Brokers

Quality Assurance Lead – Claims Motor Engineers, Covéa Insurance Plc

Product Research and Development Manager, Chubb

Head of Retention, Columbus Direct

Strategy & Change Management Director, Jelf Group

Commercial & Strategy Director, Premium Choice Ltd.

Director of Sales and Distribution, Premium Choice Ltd.

Head of Consultancy, Armour Risk Management Ltd

Operations Manager, RSA Insurance Group Plc

Head of MI and Insight, Domestic & General Group PLC

Development Strategy Manager, Prudential Plc

Business Solutions Manager, MicroEnsure

Group Head of IT & CIO, National House Building Council (NHBC)

Marketing Communications Consultant, Legal & General Group Plc

UKGI Chief Digital Officer, Zurich Insurance

and many more...

etc. venues
43-44 Crutched Friars

Tel: 020 3735 2700

How to get there?

By Tube

» Tower Hill
» Aldgate

By Rail

» Fenchurch Street
» Liverpool Street
» London Bridge

Fenchurch Street is the nearest station.

Car Parking

» Local car park nearby


Main sponsor

Transform From a Policy-centric Organisation into a Customer Centred Enterprise

Customers are better informed than ever before making it harder for insurers to keep and grow their profitable ones. This new type of customer expects to engage with companies in whichever way suits them and for that engagement to be consistent, irrespective of their chosen channel. None of these emerging demands are served well by the legacy policy driven systems of most established insurers.

Hitachi Solutions works with insurance companies around the world to help them migrate to new technology solutions that put the customer and agent at the heart of the enterprise. Utilising Microsoft Dynamics CRM and Hitachi’s own insurance software, users of the system have a complete 360° view of their customers, agents and other third parties and can market, sell, and service more efficiently, and cost effectively.

Your marketing, sales and service teams access the same system providing holistic information on individual customers including policy details, renewal dates, claims history, preferences, etc. enabling superior customer engagement, providing the opportunity to cross-sell and up-sell and providing your organisation with the information it needs to put the customer at the heart of everything you do. Marketers are able to build real time journey based decisioning into all digital and personal channels to drive meaningful engagement in the manner and time most suited to your customers – whether they are end customers, agents or intermediaries.

Part of the highly respected Hitachi Group, Hitachi Solutions provides IT strategy and solutions based on Microsoft Dynamics and other Microsoft technologies to some of the world’s largest organisations. With 200+ consultants in the UK and over 1000 globally, we are ideally placed to help insurance companies take advantage of the latest business solutions from Microsoft.

Sponsor of:
Opening keynote »
Stream 2 »
Closing panel discussion »

Session sponsor

visionware logo
We help insurers across the globe to understand how they can turn their data assets into competitive advantage. Our Master Data Management (MDM) solution enables you to create a single and trusted view of the customer across the enterprise which is a critical enabler for any CRM or customer centricity strategy. By creating this golden view of the customer you can transform your business by: improving service levels, prioritizing the retention of VIP customers, identifying cross-sell and upsell opportunities, driving new product development, streamlining claims management and integrating newly acquired businesses at pace.

Our approach is centered on creating targeted outcomes for customers by translating MDM technology into industry specific use-cases. Recently recognized by independent IT analyst firm – The Information Difference – as having the ‘happiest customers’ in the customer MDM market, make VisionWare your partner of choice in unleashing the strategic and operational potential of your customer data insight.

For more information:
Email: Website:
VisionWare is headquartered in Glasgow, Scotland and has offices in Newton MA

Sponsor of Workshop 1 »

Communisis is an integrated marketing services company which improves communication between brands and their customers. We create engaging content and deliver it across multiple customer touch-points; in digital, broadcast and print channels.

With headquarters in the UK and offices throughout EMEA, Communisis is one of Europe's leading providers of customer communications for major brands across insurance, FS, Utilities and Retail.

Communisis has over 200 years of industry experience in marketing, transactional and regulatory customer communications. Expanding and diversifying our skills in response to rapid industry changes, we've built a service platform of unique strength and depth to become a tier one player in our sector, employing around 2,200 experts throughout Europe and beyond.

Communisis is creating a unique organisation that brings together marketing strategy, data and multi-channel production expertise to enable our clients to deliver a seamless customer experience across every touch point, throughout the lifecycle.
We have a proven methodology of : ‘Simplify, innovate, grow’. We help to Simplify – processes and communications; Innovate - communications, processes, deliver across omnichannel. Grow - from efficiencies and effectiveness gained, in order to improve customer experience in a digital world.

Sponsor of Panels Discussion 1 »

Our aim is simple – we help brands grow by communicating with their customers as individuals.

We proudly know more about the UK population than anyone else, and provide incomparable intelligence for all marketing activity.

As the UK's largest independent data driven communications company, we combine data, knowledge and insight to create more valuable consumer relationships, and champion the need to communicate with customers in a way that enhances relationships, not destroys them!

As with many things in life, it’s not what you’ve got, but what you do with it that counts. Our open, honest and transparent approach helps brands to build stronger, more robust relationships with their customers. Why? Because a consumer that wants to receive what you send them, is a responsive consumer.

Sponsor of Stream 1 »

Dock9 is a financial experience design agency.

We exist to help financial services companies adapt and achieve their full potential in an ever-changing digital world. By developing and harnessing the latest digital techniques, Dock9 enables clients to increase their online sales, improve their margins and, ultimately, avoid disruption from agile new entrants to the market.

Dock9 was founded in 2008 by Mark Lusted, who has since featured in the BIMA Hot 100 list of the most influential digital people in the UK for 2015. The company has won a number of awards for its client work, including Sitefinity’s Expertise Award for Financial Services Web Solutions and Site of the Year 2015.

Sponsor of Panel 2 »

ResponseTek is the global leader in action-based customer experience management (CEM) software with clients in over 60 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform™ collects and analyses real-time feedback and sentiment from customers interacting with a company’s website, contact centres, retail and branch locations, field operations, and social platforms. Insights are delivered to the entire organisation through role-based reporting, and concrete actions are triggered to frontline agents to help improve the brand experience, leading to increased revenue and reduced customer churn.

For more information, visit

Sponsor of Workshop 2 »


Capita is one of the UK’s leading providers of services to the Insurance industry with solid expertise in claims management services to large scale back-office administration and outsourced communications.
We help clients transform their customer experience by providing multi-channel communication solutions. We can receive and convert data into personalised communications and send them via traditional mail or digital channels (such as email, text or augmented reality) – leveraging existing and new touchpoints to enable organisations to engage with their customers in ways individuals choose.

As a partner Capita delivers insight, innovation and clarity in helping you to engage with your customers.

Pitney Bowes delivers accuracy and precision across the connected and borderless world of commerce by enabling billions of physical and digital transactions. So what does this mean?

It means identifying patterns within a client’s data to help them target customers in the best way possible.

It means providing the most comprehensive and accurate location data so our clients can make confident business decisions.
It means helping our clients connect the dots of their customers’ lives, so they can deliver the right messages through the right channels at the right time.

It means making sure the right policy, claim resolution, bank statement, invoice or credit card bill ends up in the right envelope—and the right mailbox—millions of times a day.

It means studying every detail of customs processes around the world, so sending a parcel from Los Angeles to Lisbon comes with known costs and no surprises.

Backed by a team of over 16,000 dedicated professionals internationally, we help our clients—from small businesses to 90% of the Fortune 500—create meaningful impact for their customers and their businesses. Big or small. Physical or digital. We deliver client-centric solutions to help businesses make the most out of every transaction and interaction—accurately and securely.


Join the conversation

Share This