Upcoming Event

Future of Work Conference

The conference will reimagine the workforce and workplace of the future through a variety of case study content from those doing it best. Blending the importance of technology alongside workplace communication, collaboration, and culture, we’ll be looking at how to unleash the energy and endless possibility of employees regardless of their physical location.

In-Person Conference
The Brewery, London
Wednesday 11th October 2023

Let’s build better experiences for your employees

Technology and recent times has had a profound impact on our working environment, accelerated by the increase in connectivity tools, demand for flexibility and also our expectations of what work has to offer. It’s official - the future of work is here. Against a backdrop of rapid technology-driven change in the workplace, the human condition remains and the culture of an organisation and the way it interacts with its people and its customers is more important now than ever before. The traditional workplace is fragmenting as technology savvy millennials and digital natives will soon make up the majority of the workforce.

Key facts

ONE-DAY EVENT

20 Exclusive Presentations

ROUNDTABLE SESSIONS

CASE STUDY PRESENTATIONS

500+ ATTENDEES

1-2-1 MEETINGS

WHAT TO EXPECT

Future of Customer Contact Conference 2023-019

Future of Work

With the advancements in technology, the modern workplace has undergone a significant transformation in the past three years. This stream looks at how organisations need to ensure that people thrive regardless of their physical location, and how it is imperative to provide a work environment that offers enriching experiences.

The Digital Workplace

Work is changing faster than ever and digital technologies have allowed organisations to reimagine the workplace and offer a virtual version of a physical office through cloud-based systems and digital applications. This stream will look at how organisations can migrate to a digital workplace and how this can help improve flexibility and productivity, reduce operational costs and improve employee wellbeing.

Collaboration and Value Creation

It's key that these elements are upheld as workplaces become more fragmented than ever before. According to a survey by McKinsey & Company, organisations that foster a culture of collaboration tend to be more innovative, efficient and have higher employee engagement levels compared to those that don't. Join this stream to discover how to create a high-performing team with collaboration at the heart.

The Evolution of New Workplace Technologies

Technology is only one component of the employee experience, but savvy deployment of technology makes a difference, especially in a modern workplace. This stream promises tools, tips and strategies for implementing technology into your future of work strategy.

Designing Modern Employee Experiences

Are the experiences you're providing your workforce truly driving value? Join this stream to learn how leading organisations are designing modern employee experiences that drive productivity, engagement and employee performance.

Internal Communications

More so now than ever before, effective internal communications strategies play a pivotal role in fostering a productive and engaged workforce. This translates into a more positive work environment, where employees are motivated to perform at their best and contribute to the success of the company. This stream will demonstrate what it takes to implement a winning communications strategy that meets the needs of the modern employee.

Remote and Hybrid Working

Remote and hybrid working are becoming increasingly prevalent in the modern workplace. Both options offer a range of benefits, including increased flexibility, improved work-life balance, and reduced commuting time and costs. However, it also comes with their own unique challenges, such as the need for strong communication and collaboration skills, and the potential for isolation and disconnection from the team. As the trend towards remote and hybrid working continues to grow, this stream will demonstrate how to develop your strategies to ensure success.

Improving the Employee Journey

Employee satisfaction and engagement are crucial to the success of any business, and reimagining the employee journey in a modern workplace is a key factor in achieving this. Join this stream to learn how to create a culture of trust, respect, and collaboration that fosters loyalty and productivity.

The New Employee Experience

A modern employee experience encompasses a range of factors, including a positive work culture, flexible work arrangements, opportunities for professional development, and a sense of purpose and meaning in one's work. It is not just about providing a paycheck and benefits, but rather creating an environment where employees feel valued, supported, and empowered to reach their full potential. Join this stream to learn how a modern employee experience is about creating a workplace that is not only productive and successful, but also fulfilling and enjoyable for every member of the team.

Succeeding in the Era of the Intelligent Workplace

The era of the intelligent workplace is upon us, and those who can harness its power will succeed. The intelligent workplace revolves around the integration of technology, data, and people to create a seamless and efficient work environment. This stream will provide you with the right tools and techniques to thrive in the era of the intelligent workplace and achieve unprecedented success.

Marelie Ehlers

Ericsson Vice President & Head of Employee Communications

Marelie has extensive experience working within various industries, countries and cultures, and within various disciplines ranging from change communication, internal communication, PR and stakeholder management, as well as channel management with topics spanning diversity & inclusion, wellbeing at work, hybrid working, mergers & acquisitions, compliance, cyber security and culture.

Elouise Leonard-Cross

Northumbrian Water Group Head of People Strategy & Experience

Dr Elouise Leonard-Cross is an Occupational Psychologist, Co-Chair of CIPD North East of England and Head of People Strategy & Experience for Northumbrian Water Limited. A ‚Äòcurious collaborator', Elouise thrives on asking and exploring the questions to help organisations be happy, healthy and productive places to work. A Chartered Fellow of the CIPD, she is passionate about the role that People Professionals play in making organisations human and creating the conditions for innovation and growth. Committed to skills and education, she holds governor and Board roles and is an Enterprise Advisor for the North East of England LEP.

Dawn Moore

Murphy Group Group People & Communications Director

An experienced executive and non-executive director. Currently part of the group executive committee at Murphy, responsible for the people strategy and communications activities across the U.K., Ireland and Canada. A Chartered Fellow of the CIPD, with over 27 years of experience in a range of organisations and sectors. Proud to be a winner of the HR Director of the Year 2019 (EMEA) Award from HRO Today. My additional extensive experience as a non-executive director has involved to date board level appointments in the private, public and third sectors.

David Manning

BBC Head of Internal Communications & Employee Engagement

David has been using effective internal communication strategies to deliver to business priorities and inspire change in exciting organisations such as the BBC, Travis Perkins plc and Associated British Foods for 17 years. He currently leads Internal Communications and Engagement for the BBC's Chief Operating Officer Group - the beating heart of the organisation that partners every part of the business to make all the magic happen. As a trusted advisor to senior leaders, David has transformed engagement in the division by setting leadership accessibility, tone and engagement touchpoints as a strategic priority.

Caroline Elgood

Direct Line Group Internal Communications Manager

Caroline Elgood is an Internal Communications (IC) Manager at Direct Line Group. She supports teams across the business with Group-wide communications – looking after a huge variety of projects. She holds a CIPR specialist diploma in IC and is an accredited member of the CIPR. She has a passion for measurement and aims to keep driving improvements based on her findings.

After a degree in English and Spanish Law, she started her career on the McDonald’s graduate scheme, working in a busy restaurant. When an opportunity to join the IC team came up, she went for it. After moving into a similar role at EDF UK and now into insurance, she’s still loving IC seven years later. You can follow her on Twitter – @Kaz_Elgood or connect with her on LinkedIn – Caroline Elgood

Jennifer Reischel-Berg

Euromoney Senior Manager Internal Communications

Jennifer Reischel-Berg is the Senior Internal Communications Manager for NextGen (Financial Professional Services) at Euromoney, where she joined in August 2021 to create a new internal communications presence. Jennifer has over twelve years internal communication experience in the Financial Services sector including creating and running internal communication functions and handling complex change programmes for AIG, Prudential/M&G and Legal & General as part of award-nominated teams. Previously, Jennifer worked in business development, events, as a journalist and theatre critic for The Stage Media Company, as well as in marketing and external communication roles for West End theatres and media groups. Originally trained as an actor at drama school, Jennifer started her career performing on stage and screen, and is the published author of award-nominated industry guidebook "So you want to tread the boards". Jennifer has extensive experience as a strategic advisor, business partner and coach for C-suite leaders, helping create purpose and business strategies, and then linking these to communication narratives and initiatives supporting business outcomes. An enthusiastic mentor, Jennifer has taken part in several mentoring schemes including City Parents and the Institute of Internal Communications. In her free time Jennifer enjoys training in ballet professionally, recording music (vocals) and exploring the world with her 4-year old son.

Jane Garnsey

TalkTalk People Operations & Internal Communications Director

Jane epitomises the term ‚Äòpeople person' and it's those skills, combined with her avid curiosity and growth mindset, that have seen her carve a unique career spanning HR and Internal Comms, predominantly in TalkTalk for the past 14 years and prior to that Peninsula UK, a leading employment law consultancy. With a HR degree (CIPD) and 17 years experience, she has quickly progressed to Director level. In seeking her next professional challenge, Jane's remit was expanded to include the Internal Communications function in 2020, a brand new opportunity, but with people at the heart, one that naturally piqued her interest and passions. She's had immense success leading both this and her operational function symbiotically, a highlight of which was directing the business through Covid-19. Her current role encompasses her passion for culture and engagement and improving the colleague experience across workplace, communications, people policy and query management, wellbeing and culture. Keen to help others develop the same insatiable thirst for growth that she exhibits, Jane's just completed her Level 5 Apprenticeship in Professional Coaching and likes to spend time outside of work with her husband and 2 young children.

Anne-Marie Griffiths

DHL Head of Internal Comms & Engagement UKI DSC

Multiple award winning Internal Communications Leader with responsibility for shaping the communications strategy and engaging 40,000 colleagues across the UK and Ireland. A proven talent for building a skilled and diverse communications team of professionals who ensure our colleagues are connected and emotionally engaged with our vision and purpose. Our team mission is to Inform, Involve and Inspire our colleagues. We bring this to life by empowering employee voice through multiple channels including our digital employee app employee to connect teams across our 400 sites. Named Communicator of the Year in 2021 at the IOIC Annual Awards and the Brilliance in IC Awards as well as Communication Team of the Year - so many other awards but personally these were the highlight of my career!

Lauren Vaux

British Heart Foundation Internal Communications Manager (Retail)

Currently Internal Communications Manager at the British Heart Foundation, responsible for all internal communications to our 4,000 Retail colleagues. I have a passion for internal communications, I love the creativity, the pace of change and the impact we can have on an employee's experience of an organisation. Having worked in the charity sector, I can see every day the influence we are having and the difference we can make, connecting people to a cause and driving engagement. I'm excited to see how the world of internal communications develops in the next five years and beyond. Technology is becoming ever more important, and employee's expectations are rising.

Nicole Dempster

Financial Ombudsman Service Head Of Internal Communication and Engagement

Nicole has led innovative internal communications and engagement strategies and campaigns for a number of high-profile media and consumer facing brands. Her experience includes leading the internal communications functions at Channel 4 Television, Guardian News & Media, ITV, InterContinental Hotel Group and Selfridges. She is currently Head of Internal Communication and Engagement at the Financial Ombudsman Service. A passionate writer, Nicole's expertise includes organisational change, leadership communication, employee engagement and crisis communication. She has a keen interest in the changing role of internal communication and the part it has to play in driving cultural change and bringing strategy and brand to life. An experienced coach and mentor, the most rewarding part of her role is in developing and coaching high performing teams who play a central, strategic role in driving engagement in the workplace.

Anaïs Nebel

The Body Shop Global Internal Engagement, Campaigns and Communications Specialist

Anaïs is part of The Body Shop’s Connections and Engagement team, providing the global employee communications strategy for over 80,000 people. She leads The Body Shop’s global internal engagement and communications strategy for Brand campaigns, Activism and Sustainability. Anaïs also part of The Body Shop’s Youth Collective, a group of 12 young people advising the CEO and executive leadership team on strategic business decisions. Anaïs is an expert in engagement and brand strategy, with a background in both internal and external communications. She’s previously worked in leadership development, learning, social media and marketing, from small-scale consultancies to Estée Lauder Companies. Her campaigns are disruptive, with a people-centric approach, with the philosophy that at the heart of any impactful campaign lies the need to create real and vibrant human connections.

Kirsty McEvoy

Affinity Water Internal Communications and Enagement Manager

Kirsty has worked in the water industry for over 15 years and understands how people make the success of the business and engagement is key to this success. With experience in engaging a range of unique audiences, who all love face to face communications, people focused stories and tailored messages.

Catherine Brooks

Affinity Water Head of Internal Communications & Engagement

Catherine is the Head of Internal Communications at Affinity Water. She thrives on understanding what makes people tick and using the best internal comms strategies to support and engage colleagues to improve culture and business performance.

Sarah Hood

Bupa Global Head of Engagement

People all around the world are rethinking how they work and why they work. It's never been a more important time to listen, learn and act on what your employees are sharing. Sarah has worked at Bupa for nearly 20 years, with a background in customer service and operations management in both health clinics and contact centres, before making the switch to HR in 2015. Sarah now leads Bupa's engagement strategy and vision, and the delivery of a global listening program connecting all employees. Bupa employs 85,000 people in a mixture of healthcare provision and healthcare funding businesses around the world. In her role Sarah has also been leading the launch and embedding of Bupa's refreshed values.

Belinda Vazquez

TUI Workspace Director

Having worked at TUI for over 23 years, it will come as no surprise I am passionate about travel! I started my career within the tour operator sector of our business, deciding what destinations and hotels we offer our customers. Working for such a large organisation gave me the opportunity to move around the business, taking on a number of roles within IT, Airline and Distribution divisions, as well as running our business in Ireland. My most recent role, Director of Retail within our UK and Ireland business, found me working with my other passion, people. With just over 600 stores and 4,500 travel experts pre Pandemic, it gave me the opportunity to work closely with an amazing, passionate group of individuals. Of course over the last 2 years the role looked very different, as we had to manage all the change that came with the pandemic. 10 months ago, we spotted an opportunity to redefine our ways of working within TUI. We wanted to ensure we built on the lessons learnt through the pandemic and adapt. We introduced the Workspace Director role, my current position and one that is ever evolving in today's world.