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Hear 15 award winning case studies of complaint management
including HSBC, United Utilities, Thomas Cook, Co-op
and featured guests Resolver and iCasework



Meet the Speakers presenting in the CITY SUITE 1


Senior Manager

Shine Prakash

Senior Manager

Shine Prakash

HSBC

Christina Liciaga

HSBC

Christina Liciaga

Ombudsman Service

Claire Churchill

Ombudsman Service

Claire Churchill

CitySprint

Rosie Bailey

CitySprint

Rosie Bailey

Henley Business School

Andrew Bryan

Henley Business School

Andrew Bryan

CO-OP

Ben Lyons

CO-OP

Ben Lyons

Thomas Cook

Susan Wilkinson

Thomas Cook

Susan Wilkinson

New Day

David Land

New Day

David Land


Meet the Speakers presenting in the CITY SUITE 3


Resolver

James Walker

Resolver

James Walker

United Utilities

Sally Ainsworth

United Utilities

Sally Ainsworth

HSBC

Christina Liciaga

HSBC

Christina Liciaga

Severn Trent Water

Paul Dowell

Severn Trent Water

Paul Dowell

Severn Trent Water

Neil Davies

Severn Trent Water

Neil Davies

BT

Amanda Redhead

BT

Amanda Redhead

August

Donna O’Toole

August

Donna O’Toole

Old Mutual Wealth

Christina Dolding

Old Mutual Wealth

Christina Dolding

Awards International

Neil Skehel

Awards International

Neil Skehel

FeeFo

Steph Heasman

FeeFo

Steph Heasman


WHY WOULD YOU WANT TO GO



Learn from the winners of the UK Complaint Handling Awards 2018 – HSBC, Co-op, United Utilities, Thomas Cook among other and from special guests Henley Business School and iCasework.


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WINNERS

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PRESENTATIONS


KEY DATES


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July 2018

Early Bird Offer Ends
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September 2018

Conference Date


Venue
Park Plaza, Riverbank City Suites, London




AGENDA


0830 – 0900

Registration


0900 – 0910

Intro: Neil Skehel



0915 – 0945


Resolver – James Walker, Group CEO


City Suite 1



HSBC – Christina Liciaga, Head of Service Recovery


City Suite 3



0950 – 1020


United Utilities – Sally Ainsworth, Head of Service Recovery


City Suite 1



iCaseWork – Shine Prakash, Senior Manager


City Suite 3



1020 – 1035

BREAK 15 minutes



1035 – 1120


Ombudsman Service – Claire Churchill, Customer Experience Lead


City Suite 1



HSBC – TBC


City Suite 3



1125 – 1210


CitySprint – Rosie Bailey, Director of Customer Management


City Suite 1



Severn Trent Water – Paul Dowell, Customer Resolution Leader & Neil Davies, Customer HUB Lead


City Suite 3



1210 – 1255

LUNCH 45 minutes



1255 – 1325


Henley Business School – Andrew Bryan, Programme Director, Executive Fellow & Digital Transformation Consultant


City Suite 1



BT – Amanda Redhead, General Manager


City Suite 3



1330 – 1400


CO-OP – Ben Lyons


City Suite 1



August – Donna O’Toole, CEO


City Suite 3



1405 – 1435


Thomas Cook – Susan Wilkinson, Head Of Customer Relations


City Suite 1



Old Mutual Wealth – Christina Dolding, Head of Customer Experience and Innovation & Awards International – Neil Skehel, Managing Director


City Suite 3



1435 – 1450

BREAK 15 Minutes



1450 – 1520


New Day – David Land, Head of Service Delivery


City Suite 1



FeeFo – Steph Heasman, Head of Customer Success


City Suite 3



1525 – 1550


South West Water – Helen Gibbs, Complaints Resolution Manager & Brett Coniber, Customer Experience Manager


City Suite 1



TBD


City Suite 3



1550 – 1600

WRAP


Please be seated in the room of your first presentation by 09:00 for the start of introductions and at the end of the day remain in your room for the wrap.



CONFERENCE CHAIRS


Manuela Pifani

Chair City Suite 1

Helping organisations achieve success through Customer Experience excellence; CCXP


Neil Skehel

Chair City Suite 3

Neil Skehel is the founder and CEO of Awards International, operating business awards and related B2B events in the UK, EU and the Gulf. He is also the founder and proprietor of Customer Experience Magazine.


EXHIBITION SPONSORS


Since being established in 1998, iCasework has been an agent for the transformation of case management as an organisational process and practice.
Across our team, iCasework is the fusion of a highly developed understanding of technology together with proficiency in meeting the challenges of managing casework.

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PRESENTERS


Ben Lyons

Operations Manager

David Land

Head of Service Delivery

Claire Churchill

Customer Relations Manager

Rosie Bailey

Director of Customer Management

Christina Liciaga

Head of Customer Service

Sally Ainsworth

Head of Service Recovery

James Walker

Founder and CEO

Paul Dowell

Risk & Planning Manager

Neil Davies

Customer hub lead

Amanda Redhead

General Manager

Susan Wilkinson

Head Of Customer Relations

Andrew Bryan

Programme Director

Donna O’Toole

CEO

Shine Prakash

Senior Manager

Steph Heasman

Head of Customer Success



TESTIMONIALS


“Awards programmes are a way to demonstrate good practice. Complaint handling is a space that gets negative feedback, but it can show that companies are improving and making a difference.”

Sally Ainsworth Head of Service Recovery, United Utilities


“I definitely advise companies to consider entering the awards, I think it’s been a fantastic experience, we were very nervous but the whole thing has put us at ease and it has been a really good team building exercise.”

Tracey Clough, Strategic Customer Complaints Manager, Hitachi Capital


“Take a chance, come and enter, come and benchmark yourselves against other businesses, complaints exist in every organisation, you’re doing more right than you think so why not pick up an award for it, take a chance, more knowledge other businesses, swap ideas, make new friends, really worthwhile”

Mandy Holford, Director of Customer Services, Echo-U


“It was fantastic to be part of the inaugural Complaints Handling Awards. It gave us a great opportunity to gain an external view on our revised complaints procedure and ethos. The Awards were really well run and a fantastic venue was used. The icing on the cake for us was that we won our sector award. This has given us not only wider recognition for our achievements both inside and outside our own sector, but also raised our team’s profile within our own business.”

Avis Rhodes, Head of Customer Service, East Thames ltd