site visits observed
live chat engagements
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08:30 Coffee & Registration |
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09:30 Creating Meaningful Connections We like to be connected. Wherever we are – anywhere in the world. But more than this, we like to be engaged in conversation. At LivePerson, we define being connected as having meaningful conversations, ones that are timely, relevant and personalised. And that’s what LivePerson is all about – enabling you to have meaningful conversations with your customers that allow you to create real connections that result in long term business relationships, rapport and results. Rob will share his perspectives on the value of “connection” and how connection has driven both the strategic vision and corporate culture at LivePerson. |
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09:45 Transforming Customer Experience in the New Marketplace The New Marketplace - dominated by the Internet, a proliferation of intelligent mobile devices and customers weary of being forced to compromise - requires companies to rethink the way they connect with consumers. It requires a new focus on Connection and Content and a review of the enemies of engagement, that many of us have forgotten. Kevin Panozza will explore new customer expectations and the need for change and how low levels of engagement and poor corporate cultures lead to poor customer experience. He will discuss how customer encounters – people interacting - are fundamental to commerce and if a business wants to become and remain successful acquiring and retaining customers it must be ruthless in judging the quality of its own customer encounters. The only benchmark is excellence. |
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10:00 Introducing the LiveEngage Platform Engaging customers successfully is rooted in an ability to use all available intelligence to create a personalised and relevant conversation with your customer. The LiveEngage Platform captures information about prospects and customers from every touch point – and integrates this disparate data into a focused, comprehensive picture of customer and prospect needs and enables you to decide the best way to engage them to drive your desired business outcome. Shanthi will share the vision for the LiveEngage platform and how it will evolve to meet the changing needs of your customers. |
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10:15 Engaging Customers in New WaysRanking a list of your most appreciated items is no easy task but when the London Science Museum asked 3,000 British adults to do just that, the results were astonishing. Only four items ranked above Facebook in terms of appreciation – sunshine, the Internet, clean drinking water, and a fridge – and the mobile phone came in at number ten, ranking just below a flushing toilet! New social media, content on demand and mobile communications have certainly changed how we connect. In these next sessions you will learn how customer behaviour is changing, how you should adapt your customer engagement strategy and how you can take advantage of very latest collaboration technologies.
Keynote: The future of content on demand & TV everywhere and Building a World Class Customer Experience at BSkyB Wendy Schratz, eServices Director, BSkyB As TV and the internet converge and content providers offer location-agnostic services, mobile access and real-time interaction with content on a plethora of devices, we take a look at how this changing landscape will influence consumer behaviour. BSkyB will share their vision for content delivery, interaction and consumption and how access to content is changing Sky’s engagement strategy. Then... One year on from setting out her vision and strategy for online engagement at BSkyB, Wendy Schratz, eServices Director will share the results from their 2011 LivePerson implementation and share how their focus has now shifted from efficiency - reducing the number of inbound calls, deflecting emails and improving self service - to a joined up channel strategy focused on the complete Customer Experience.
Collaborating with customers to create lasting meaningful connections Amir Shub, Head of LP Chat LivePerson are continuously evolving our solutions in order to provide the best in online engagement experience. Amir will share how LP Chat is being extended to enable sharing of rich multi-media content, video, images, files and links resulting in a superior customer experience and more efficient use of agent time. Amir will also give a glimpse into the future of how you can connect with the right person at the right time in the most appropriate way.
11:15 |
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External Keynote Address
11:30 Break and Partner Showcase Ask the Experts: LivePerson product experts are on hand at our Expert Bars to answer the most technical or basic of questions. Meet the Partners: Visit the Partner stations to enhance your solution. Check in with the Aspire Smart app! Meeting Point Round Up: Find others in your vertical and connect with your peers.
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12:00 Breakouts I (*See topics below agenda) These small group sessions allow for discussion about specific issues important to your business. They are designed to be equal part interaction and discussion, to provide the opportunity to exchange ideas and get your questions answered, while learning about the latest trends in customer engagement. There are seven sessions to choose from during each breakout grouping, and several topics will be repeated to give you the chance to catch information you might have missed during an earlier session.
12:30 Breakouts II |
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13:00 Lunch |
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14:00 Keynote: Surprisingly helpful banking – great ideas come from great conversations Sarah Evans, Head of Webchat & New Contact Media, RBS NatWest The growth in internet banking is significant. Recent research reveals that in a survey of 1,500 UK consumers, 77% bank online, more than log on to Facebook and Twitter and other social media (58%). According to Deutsche Bank, Forrester and Eurostat the penetration of UK population is 45%, ahead of the EU average, ahead of US citizens where less than 40% bank online. RBS and NatWest are recognised for innovating and adapting to changes in customers’ banking behaviour and their new customer engagement strategy will allow them to 'break away on service'. Sarah Evans, Head of Webchat and New Contact Media at RBS NatWest, will share their vision for Virtual Banking and how they are meeting the changing needs of the consumer as we become more mobile and are constantly online. |
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14:15 Keynote: Developing a Brand Service Style Simon Smith, O2 We expect design to play an important role in engineering, product innovation and technology development. We recognise that when good design creates a solution which fits customer requirements it more often than not leads to commercial success. But what about designing the customer service experience – as if it were as important as the product itself – from the ground up? O2 have set out to do just that. In order that there is clear differentiation when either an employee or a customer experiences O2, Simon Smith is creating a branded ‘Service Style’ that dramatises the O2 brand and outlines how employees and customers should feel when they serve and are served by O2. Two years ahead of the market in his thinking, Simon will share his vision, describe the Five Sensations of the O2 experience and answer the question: 'How should O2 leave us feeling ?' |
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14:30 Intelligent Online Engagement
Conversation flows better when you start off on the right foot. That’s why it’s important to understand more about who you are talking to before you engage in conversation. And when you can’t afford to talk to everyone you need to be selective. In these sessions you will learn how leading organisations are intelligently targeting prospects and customers with more targeted communications.
Case study: Pioneering new customer service at Virgin Atlantic Fergus Boyd, Strategy Manager, eBusiness, Virgin Atlantic Virgin Atlantic continues to push innovation in all areas of customer service, holding true to their brand motto of ‘everyday pioneers’. Fergus Boyd will share how Virgin Atlantic are innovating in customer service and will discuss how Live Chat is being used to clear email backlogs, improve customer response times without increasing cost and deliver increases in online ticket sales 20% faster than on the phones.
Developing a customer engagement strategy at Parcel2Go to deal with explosive growth Martin Brown, General Manager, Parcel2Go Parcel2Go discovered that with Live Person, it is possible to drive down costs and drive up Customer Satisfaction! Parcel2Go handle more than two million parcels per annum for more than 850k customers and have grown more than >40% every year for the last 5 years. As the business was growing so fast, the cost of handling customer service queries was forecasted to outstrip margin so something had to change and fast. Martin Brown, General Manager, will discuss how he developed Parcel2Go’s customer engagement strategy to deal with explosive growth, resulting in customer contact moving from 0% to 97% of all contact online. He will highlight the importance of trying things out and taking risks - why removing the customer services telephone number from the website may or may not be a good idea - and the importance of engaging customers via mobile and social sites. Martin will also share how developing contact strategies to manage costs whilst growing fast has lead to the creation of a virtual chat centre and a whole new business opportunity.
Personalising content to drive conversion - Introducing LP Marketer Robert Deichart , Head of Data, LivePerson Using data and intelligence to effectively target customers with the right content is a critical step in staying on the leading edge of customer engagement, enabling you to deliver a personalised and compelling user experience that lifts yield while saving time, website resources and marketing dollars. In this session, Robert will outline the significant value businesses can achieve with real time, intelligent content delivery and will explain how personalised content is driving 18% increase in conversion at Newark Electronics and transforming online engagement at Sony Europe. |
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15:30 Break & Partner Showcase Ask the Experts: LivePerson product experts are on hand at our Expert Bars to answer the most technical or basic of questions. Meet the Partners: Visit the Partner stations to enhance your solution. Check in with the Aspire Smart app! Meeting Point Round Up: Find others in your vertical and connect with your peers. |
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16:00 Round Tables III |
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16:30 Building Connections with the Community and Naomi House Deborah Speirs, Corporate Fundraising Manager, Naomi House and Tina Starbuck, Corporate Fundraiser, Naomi House At LivePerson we believe in making deep connections not only with our colleagues and customers, but also within the community. LivePerson works in partnership with Naomi House Children’s Hospice and over the past year we have formed a strong relationship with them and we hope to continue to do so for the next few years. In addition to raising funds, we also help with IT, marketing and promotion, donations for their shops, Christmas presents for the children and giving of time where we help maintain their beautiful gardens. Our work with Naomi House is ongoing and we truly care about helping them support children less fortunate than ourselves. |
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16:45 Keynote: The Future of Mobile Engagement and What it Means for Your Business Sarah Evans, Head of Mobile Channels, O2 Our use of mobile technology is fundamentally changing the way we work, shop and play. ‘All you can eat’ bandwidth, always on 3G, location based services and tailored made mobile websites and apps are all continuing to blur the lines between online and offline and work and play. On mobile, we research, review, compare, locate, purchase and pay – anywhere, at any time. What do these shifts in our behaviour mean for sales and customer service and how can you take advantage of these changes? Sarah will present O2’s vision for how mobile communications will change our behaviour and what you should consider when developing your multi-channel engagement strategy. |
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17:00 LivePerson 2012 Awards 17:15 Connect through Music The similarities between a business and an orchestra are striking. In order to be successful you need communication, listening skills, timing, leadership, cooperation and creativity. This interactive workshop is not about learning how to play music. It’s about working together as a team, where everyone's contribution is appreciated. It’s about listening instead of talking; accepting and not judging; doing instead of analysing. Above all it’s about having fun and making some new connections! |
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17:45 Closing Remarks, Cocktail reception and the Aspire Party!
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