There’s nothing quite like the warm, fuzzy feeling of nostalgia washing over you as you reminisce about the good times. But the negative feelings that accompany memories of bad experiences can be just as impactful – if not worse. So, when it comes to creating a memorable customer experience, you want to be sure your organisation is remembered for all the right reasons.

Upland’s Customer Experience Raveolution 2019 saw us taking a trip down memory lane with stories from some industry thought leaders and some of Rant & Rave and Adestra’s most successful clients.

CHECK OUT SOME OF THE HIGHLIGHTS FROM LAST YEAR'S RAVEOLUTION...

PROUD TO BE WORKING WITH

DAN PAPWORTH-SMYTH

HEAD OF DIGITAL ENGAGEMENT

Dan Papworth-Smyth is Head of Digital Engagement at Breast Cancer Now, the UK’s first comprehensive breast cancer charity formed from the merger of Breast Cancer Care and Breast Cancer Now earlier this year. The organisations united to create one charity for everyone affected by breast cancer, steered by world-class research and powered by life-changing care. Dan leads on the charity’s email, paid marketing, social media and Forum having been at the organisation for the past year and a half. Prior to this, he was Digital Manager at Teenage Cancer Trust.

DAN PAPWORTH-SMYTH

HEAD OF DIGITAL ENGAGEMENT

KARIN OSKAM & HERBERT VERSCHUREN

KNOWLEDGE MANAGEMENT & TRAINING MANAGER / VP CUSTOMER MARKETING

Karin is already working for more than 25 years in the travel industry in various international commercial and sales environments and positions. Since 11 years she is working for AirFrance –KLM, of which the last 4 years for the Customer Contact Division, where she is responsible for knowledge management and training. Making sure that all contact center assistants in more than 40 centers worldwide get the right knowledge at the right time is one of her daily challenges. Centralizing the knowledge and making it available through one global knowledge management tool, is what has kept her busy for the last few years. Besides the knowledge challenges, she also works on training centralization projects; making sure that trainings are developed by central teams for global use is one of it. Working with international teams and cultures is inspiring her and together with these teams she will make sure to reach her goals.

Besides her professional life, she has a family with two grown ups; together they regularly make wonderful memories at any of the AF –KLM destinations.

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Herbert has a vast experience in the international airline industry. After his economics studies at Erasmus University and supply chain management at TIAS Tilburg/Eindhoven University, he has worked in many positions in logistics, sales, operations, marketing, loyalty and now customer service. He is currently responsible for Customer Contact Services for both KLM and Air France. Driven by the vision to be ‘effortless’ and ‘memorable’, he is aiming at continuous improvement of customer service delivered by the thousands of service assistants in the contact centers around the world. ‘Real service comes from the heart’. Supported by the right tools and procedures.

Herbert is sharing his passion for travel with his wife and three children.

KARIN OSKAM

KNOWLEDGE MANAGEMENT & TRAINING MANAGER

HERBERT VERSCHUREN

VP CUSTOMER MARKETING

SCOTT BARKER

HEAD OF CUSTOMER SERVICE

A Contact Centre professional, Scott has over 21 years of hands on experience in Customer Service, Contact Centre and Operational Management, holding senior positions across a number of sectors including Telecoms and Retail. As the Head of Customer Service for Missguided, Scott has direct accountability for the customer journey across all territories, which includes managing the post sales Customer Experience. A key element of the Supply Chain team within Missguided, Scott’s team is well versed in taking the Voice of the Customer, and using this insight to shape amongst other things the returns and delivery strategy within the business. During his career Scott has successfully delivered Voice of the Customer/Customer Satisfaction improvements, Business and Digital change programs, and is currently leading a business wide Returns project that will deliver significant enhancements to Missguided customer experience.

SCOTT BARKER

HEAD OF CUSTOMER SERVICE

SUE CASHMORE-THORLEY

HEAD OF CUSTOMER EXPERIENCE

30 years of Customer Management & Leadership with a background in Customer Services, Strategic Account Management, Operations, Business Transformation and Customer Experience. A team player and committed to building trust, great communities where we work and lasting relationships. Married with 3 children and one golden retriever puppy named Henry. Proud life moment; being involved in an in a gender equality expedition and successfully completing a trek across the Arctic as part of an all-female team, battling temperatures as low as minus 45!

SUE CASHMORE-THORLEY

HEAD OF CUSTOMER EXPERIENCE

HEATHER STRAIN

DIGITAL MARKETING & LIFECYCLE MANAGER

HEATHER STRAIN

DIGITAL MARKETING & LIFECYCLE MANAGER

THOMAS ALLDER

CUSTOMER DIRECTOR

Tom is the Customer Director for Vanquis and has spent more than 20 years in consumer financial services marketing and product management with experience spanning credit cards, personal loans, mortgages and insurance. After 16 years at American Express where he led the UK lending business, as well as the European Insurance business, before joining Vanquis Tom was most recently been working in private equity backed mid-sized financial services companies Oakam and CMME where he held the role of CMO. A Canadian by birth who has lived in the UK since 2003, Tom holds an Honours Business Administration Degree from Ivey Business School and an MBA from the Schulich School of Business - both in his native Canada. Tom is married with three children who he says keeps him busy in his spare time. With the time he has left, Tom likes to spend it travelling, (trying) to stay fit, and keeping up to date with his favourite ice hockey team: the Toronto Maple Leafs.

THOMAS ALLDER

CUSTOMER DIRECTOR

For the first time ever, we took the Raveolution back to a venue we’d visited before…

Without sounding too nostalgic, this was a venue that many attendees from 2016 were raving about, so we wanted to provide them with another memorable experience at Hawker House, Canada Water!

For the first time ever, we took the Raveolution back to a venue we’d visited before…

Without sounding too nostalgic, this was a venue that many attendees from 2016 were raving about, so we wanted to provide them with another memorable experience at Hawker House, Canada Water!

Case Study

Future Publishing: Increasing revenue using conditional content

eBook

How to Build and Successfully Manage a Recovery Loop

Case Study

NakedWines.com: Highly personalized emails

Case Study

Sage: Customer insight doesn’t have to be taxing

Case Study

NSPCC: Boosting email engagement with automation

eBook

6 Ways to Shake Up Experiences in 2019

Case Study

Future Publishing: Increasing revenue using conditional content

eBook

How to Build and Successfully Manage a Recovery Loop

Case Study

NakedWines.com: Highly personalized emails

Case Study

Sage: Customer insight doesn’t have to be taxing

Case Study

NSPCC: Boosting email engagement with automation

eBook

6 Ways to Shake Up Experiences in 2019

Brilliantly organised day with inspiring speakers and case studies. A day well spent. Thank you!

British AirwaysCustomer Experience Integration Manager

Fantastic event, some great speakers and really well catered. Thank you for a lovely day.

HomeServeCustomer Analysis Manager

Interesting presentations, particularly showing the link between employee and customer satisfaction. Thanks for the invite!

Kia Motors (UK) LtdGeneral Manager - Customer Quality

Simon from Next was fantastic, what an inspiring presentation!

Cross Keys HomesCustomer Insights Manager

Brilliantly organised day with inspiring speakers and case studies. A day well spent. Thank you!

British AirwaysCustomer Experience Integration Manager

Fantastic event, some great speakers and really well catered. Thank you for a lovely day.

HomeServeCustomer Analysis Manager

Interesting presentations, particularly showing the link between employee and customer satisfaction. Thanks for the invite!

Kia Motors (UK) LtdGeneral Manager - Customer Quality

Simon from Next was fantastic, what an inspiring presentation!

Cross Keys HomesCustomer Insights Manager