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Agenda

 

Innovate Together: United Kingdom & Ireland promises to be an inspiring event. Across the event, we have a great line-up of sessions showcasing Trailblazers, stories of adaptation and learning, and innovative product demos. Explore the agenda below and build your morning, and check out our Trailmap to design your perfect journey.

 

Opening Keynote

Speakers:

  • Tiffani Bova, Global Customer Growth and Innovation Evangelist, Salesforce
  • Musidora Jorgensen, Area Vice President, Head of UK Energy & Utilities, Salesforce
  • Andy Butterfield, Principal Solution Engineer, Salesforce

If the world didn't fully understand the power of digital, the pandemic ensured we got the message. Forced out of our comfort zones, businesses across the UK and Ireland were forced to react fast - using the online world as the lifeline to conduct business.

But now we are living in the new normal, it’s time to be proactive and continue building on the new methods we’ve created to engage with our customers as we plan for growth in this digital age.

Join us for our keynote session where we’ll be discussing how to Deliver Growth in the Digital Imperative’ with special guest, Growth and Innovation Evangelist, Tiffani Bova.

We’ll discuss why digital transformation has never been more important, the new standards of customer engagement and why we won't be going back to 'normal' anytime soon.

You'll learn how to;

  • Leverage technology to engage with consumers, whilst building long-term digital relationships
  • Think about the entire customer journey and show up on every channel consistently
  • Drive employee initiatives that keep them engaged and fuel innovation

Channel 1

Speakers:

  • Tiffani Bova, Global Customer Growth and Innovation Evangelist, Salesforce
  • Musidora Jorgensen, Area Vice President, Head of UK Energy & Utilities, Salesforce
  • Andy Butterfield, Principal Solution Engineer, Salesforce

If the world didn't fully understand the power of digital, the pandemic ensured we got the message. Forced out of our comfort zones, businesses across the UK and Ireland were forced to react fast - using the online world as the lifeline to conduct business.

But now we are living in the new normal, it’s time to be proactive and continue building on the new methods we’ve created to engage with our customers as we plan for growth in this digital age.

Join us for our keynote session where we’ll be discussing how to Deliver Growth in the Digital Imperative’ with special guest, Growth and Innovation Evangelist, Tiffani Bova.

We’ll discuss why digital transformation has never been more important, the new standards of customer engagement and why we won't be going back to 'normal' anytime soon.

You'll learn how to;

  • Leverage technology to engage with consumers, whilst building long-term digital relationships
  • Think about the entire customer journey and show up on every channel consistently
  • Drive employee initiatives that keep them engaged and fuel innovation

Speakers:

  • Dave Exall, CIO and Transformation Director, Simplyhealth
  • Sean Catlin, RVP Financial Services, Salesforce


The dramatic acceleration of technology needs swept the Financial Services industry over the past 12 months. Years-long digital initiatives had to be executed in a matter of weeks as the pandemic shifted in-person interactions online. Digital became an instant relationship accelerant in an industry with flat growth and many undifferentiated experiences. Customer loyalty, while always a stated industry imperative, it is a fundamental priority.

This session focuses on how financial services providers, such as Simplyhealth, can deliver value beyond products and services through continuous digital experiences, and how this shift helps them meet customers’ needs, deliver against their objectives, and support their financial wellbeing all at the same time.

Join this session to learn how to: 

  • Power new customers experiences across all engagement channels
  • Cross-sell, upsell and serve in the moment of need using AI to empower the customer and colleague in an ethical manner
  • Do this at speed, building business impact and measurable value

Speakers:

  • Alison Hutchinson CBE, CEO, Pennies
  • Michael Broughton, Business Development and IT Director, Furniture Village
  • Michael Green, Senior Vice President and Head of Retail & TTH (Travel, Transport, Hospitality) at Salesforce

2020 massively disrupted the retail industry and the effects are still being felt, despite retailers cautiously re-opening physical stores. Many businesses who relied on in-person experiences, were forced to accelerate years of digital innovation into months to cope with the massive surge in online revenue growth - as high 200% YoY.

We watched customers experiment with new channels, order from social platforms and engage in new ways. Whilst today’s customer may be digital-first, there are still a number of advantages to in-store shopping that have yet to be duplicated in the digital space, the future is sure to be an omni-channel one.

Join us as we speak with Michael Broughton, Business Development and IT Director at Furniture Village and Alison Hutchinson CBE, CEO at Pennies on how the pandemic has accelerated the way they interact online. In this session you'll learn how to:

  • Use your e-commerce business as a platform for change and drive real impact in the Nonprofit world
  • Recreate your in-store experiences, online at speed
  • Bridge the gap between all touch-points to provide seamless customer service everywhere

Speakers: 

  • Arman Tahmassebi, COO, LendInvest
  • Mary Letson, Regional Sales Director - Service Cloud, Salesforce

Almost every industry has its own complicated version of traditionally complex processes and for regulated industries, such as Financial Services, Utilities and many others, this comes with an added layer of scrutiny and challenges. For many years, digital transformation has been hindered by a huge amount of legacy technology and processes, which have been impairing the ability to adapt and meet the rapidly evolving needs, requirements and expectations of customers. 2020 changed this narrative in the most dramatic way, as customers demanded more than ever convenience, efficiency, information, and a frictionless experience across multiple channels, at a time of their choice.

Join this session to learn how LendInvest has simplified deeply ingrained processes, such as onboarding and lending, or providing access to new suppliers to the national grid, to meet the demands of a remote digital world. 

In this session you’ll learn:

  • The need to- and the challenge of simplifying traditionally complex processes, and insights into some of the triggers that could be affecting organizations in regulated industries
  • The importance of data-driven decisions
  • How to successfully move from paper-based to digital-first in highly regulated industries

Speakers:

  • Mark Lewis, Finance Director, Logicalis
  • Sam Joyce, Senior Account Executive, makepositive
  • Scott Benson, Account Executive, Kimble

Discover how Salesforce, makepositive and Kimble have enabled Logicalis to automate and manage their entire Sales, Service and Marketing through one unified platform. You’ll hear from Logicalis Head of Finance, Mark Lewis, on the impact that Salesforce is having on their organization and the benefits they are seeing day to day.

Channel 2

Speakers:

  • Tiffani Bova, Global Customer Growth and Innovation Evangelist, Salesforce
  • Musidora Jorgensen, Area Vice President, Head of UK Energy & Utilities, Salesforce
  • Andy Butterfield, Principal Solution Engineer, Salesforce

If the world didn't fully understand the power of digital, the pandemic ensured we got the message. Forced out of our comfort zones, businesses across the UK and Ireland were forced to react fast - using the online world as the lifeline to conduct business.

But now we are living in the new normal, it’s time to be proactive and continue building on the new methods we’ve created to engage with our customers as we plan for growth in this digital age.

Join us for our keynote session where we’ll be discussing how to Deliver Growth in the Digital Imperative’ with special guest, Growth and Innovation Evangelist, Tiffani Bova.

We’ll discuss why digital transformation has never been more important, the new standards of customer engagement and why we won't be going back to 'normal' anytime soon.

You'll learn how to;

  • Leverage technology to engage with consumers, whilst building long-term digital relationships
  • Think about the entire customer journey and show up on every channel consistently
  • Drive employee initiatives that keep them engaged and fuel innovation

Speakers:

  • Joanne Shearer, Principle Success Manager, Salesforce
  • Zoe Jarvis, Senior Principal Success Manager, Salesforce

What can you do to get your team on board? Join us to learn the guiding principles to maximise CRM adoption, where we'll share specific examples of how to put these principles into action.

Join this session to learn:

  • How to prepare for success
  • How to bring users along on the journey
  • How to celebrate great adoption

Speakers:

  • Mike Pichler, Chief Sales Officer, Condeco 
  • Meghan Bourne, Senior Product Marketing Manager, Salesforce
  • Tom Gowers, Principal Retail Solution Engineer, Salesforce


The world has changed, and the workplace has fundamentally changed along with it. Whether employees are returning to the workplace or are working from anywhere, it’s critical for organizations to empower their employees to collaborate, stay informed, and get support in a decentralised work environment, all while prioritising employee wellbeing.

Learn how to use Salesforce to deliver a seamless, integrated, and intelligent suite of solutions to help organizations reimagine the employee experience in the new normal. We will hear how Condeco uses Salesforce as a catalyst for employee engagement and productivity. And we’ll show how you can improve overall employee experience at your organization.

Join us to learn how to:

  • Drive employee engagement with a central hub for company announcements, apps, support, and more
  • Enhance productivity with intelligent and intuitive employee service
  • Easily configure a tailored, mobile-friendly experience for every employee

Speakers:

  • Sarah Bendich, Senior Product Marketing Manager, MuleSoft

Every digital transformation, at its core, is a data transformation. Learn how you can power your business' transformations with data and insights, with help from MuleSoft, Tableau, and Salesforce Platform.

In this session you’ll learn:

  • Integrate all of your data - Unlock and unify from anywhere
  • Make better decisions, faster - Analyse and draw insights to inform critical decisions
  • Build data-driven experiences with ease - Act quickly with process automation and app dev
Speakers:
  • Chris Grimshaw, VP Salesforce Delivery, EMEA, PolSource
  • Devinder Chauhan, Senior Director, EMEA Alliances, OwnBackup

Salesforce is the backbone of PolSource’s business, connecting sales, professional service automation and finance. Whether caused by an incorrect integration, piece of code or human error, deleting or corrupting Salesforce data would be devastating. Find out how OwnBackup helped PolSource eliminate the risk of data loss during a critical migration programme, and how PolSource and OwnBackup have partnered to help other Salesforce customers with their data protection and governance strategy

Channel 3

Speakers:

  • Tiffani Bova, Global Customer Growth and Innovation Evangelist, Salesforce
  • Musidora Jorgensen, Area Vice President, Head of UK Energy & Utilities, Salesforce
  • Andy Butterfield, Principal Solution Engineer, Salesforce

If the world didn't fully understand the power of digital, the pandemic ensured we got the message. Forced out of our comfort zones, businesses across the UK and Ireland were forced to react fast - using the online world as the lifeline to conduct business.

But now we are living in the new normal, it’s time to be proactive and continue building on the new methods we’ve created to engage with our customers as we plan for growth in this digital age.

Join us for our keynote session where we’ll be discussing how to Deliver Growth in the Digital Imperative’ with special guest, Growth and Innovation Evangelist, Tiffani Bova.

We’ll discuss why digital transformation has never been more important, the new standards of customer engagement and why we won't be going back to 'normal' anytime soon.

You'll learn how to;

  • Leverage technology to engage with consumers, whilst building long-term digital relationships
  • Think about the entire customer journey and show up on every channel consistently
  • Drive employee initiatives that keep them engaged and fuel innovation

Speakers: 

  • Deepak Jose, Head of Business Strategy & Advanced Analytics, Mars
  • Adrian Smalley, Customer Transformation Senior Director, Consumer Goods, Salesforce

Consumer habits have changed, supply chains have been disrupted and organizations have had to pivot traditional methods. More than ever, companies need to be transparent, collaborative, connected, and ultimately more adaptive and resilient. An increasingly connected world offers organizations more and more data that can be used to predict and even pre-empt supply and demand shocks, so organizations can be ready to adapt and be prepared for potential issues. Hear how Mars are using data for a digital-first future and learn how advanced analytics, AI and automation can unlock a truly complete, cohesive and connected understanding across every aspect of your supply-chain.

Speakers:

  • Alex Mahon, CEO, Channel 4 
  • Vicky Nisbet, AVP Communications & Media, Salesforce

The forces of change over the past 12 months have dramatically accelerated company plans from all industries and none more so than Media. The battle for audience attention, the transition to new ways of production and the increasing opportunities for new revenue streams are top of the agenda for Media leaders over the next decade. In this session, Alex Mahon, CEO of Channel 4 will discuss both the enormous opportunities and risks the acceleration to a digital future has brought and how she is leading her teams through an ambitious transformation program that puts her customer at the heart of decision making, diversifying new revenue streams and prioritising digital growth. 


In this session you’ll learn:

  • The importance of putting your customer/your audience at the centre of your transformation
  • How to maximise the potential of new digital-first revenue streams
  • How to win the battle for audience engagement

Speakers:

  • Stephen Gee, Chief Revenue Officer, GDS Group
  • Edward Wall, Senior AVP Business Services UK and Ireland, Salesforce

Holistic. Connected. Digital. Client-centric. As business leaders embrace digital change, these are the attributes that organizations are needing to evolve. In an increasingly remote world, managing and fine-tuning a digital first model in your organization is essential to enabling employees to be more collaborative and efficient in their profession, achieving strategic growth targets and delivering market-leading client experiences.

Watch this episode to learn best practices from our special guest Stephen Gee, Chief Revenue Officer, GDS Group and Edward Wall, Senior Area Vice President, Business Services, Salesforce. 

In this session you’ll learn:

  • How Salesforce can help, providing data consistency, reinforcing trust, deploying innovative capabilities and better engaging the workforce with a client-centric performance platform.
  • How businesses in their digital transformation journey can create a personalized, customer-centric digital experience across the entire lifecycle.
  • How to retain, upskill and empower employees - enabling them to thrive, feel safe in the workplace and help your business grow.

Speakers:

  • Allan Walker, Director of Sales and Transformation. CALA Homes
  • Marcelle Braithwaite, Head of Solution Engineering, CloudShift
  • Ellie Barrett, Alliances Director, Natterbox

Learn how CALA Homes is leveraging the Salesforce Platform and AppExchange to digitally transform to offer a best in class customer experience. This session will take a deep dive into how CALA selected a CTI provider and led the change management process to take their agents from being on the ‘back foot’ to offering a more meaningful experience.

Take-aways from this session:

  • Leveraging the AppExchange allows customers to quickly ‘plug and play’.
  • You need to take Employees on the journey for change and articulate the ‘WIFM’.
  • Choosing the right partner both Systems Integrators and AppExchange Partner for both technical and culture is key.

Ask an Expert

Join this room if you are new to Salesforce looking for help, want an overview of Customer Success resources, best practices for adoption, or Salesforce professional services.
Ask questions around Service Cloud, Marketing Cloud, Commerce Cloud and how to create seamless customer experiences.
Chat with experts around using Tableau and MuleSoft to connect your systems and using data to make informed business decisions.