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Introducing our Summit Speakers and the agenda for the 12th October 2021.

Make the most relevant decisions for you, your colleagues and your customers when you hear from this wonderful group of speakers

Dr. Daniel Goleman

The big decisions we face today and how emotional intelligence can influence them (16.00 GMT)
First Person Plural
Dr. Daniel Goleman
  • Dr. Daniel Goleman

    Hear what Dr. Daniel Goleman has to say about the opportunities presented to us today and how we can overcome the blocks presented by uncertainty.

    Daniel Goleman’s Emotional Intelligence was on The New York Times best sellers list for a year-and-a-half. Named one of the 25 "Most Influential Business Management Books" by TIME, it has been translated into 40 languages. 

    The Wall Street Journal ranked Goleman, psychologist and author as one of the 10 most influential business thinkers. His article “What Makes a Leader?” remains the most requested reprint in the history of Harvard Business Review. 

    In his book, A Force for Good: The Dalai Lama's Vision for Our World, Dr. Goleman — who was personally selected by the Dalai Lama — combines the Dalai Lama’s key teachings, empirical evidence, and true accounts of people putting his lessons into practice, offering readers practical applications for making the world a better place.

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Dr. Lisa Feldman Barrett

The Truth about Emotion - how understanding emotion can help you build emotional connections will colleagues and customers (14.50 BST)
Northeastern University
Dr. Lisa Feldman Barrett
  • Dr. Lisa Feldman Barrett

    Prepare to question your deeply held beliefs about emotion with neuroscientist Dr. Lisa Feldman Barrett.  She is a University Distinguished Professor of Psychology at Northeastern University, with appointments at Harvard Medical School and Massachusetts General Hospital. She is also Chief Science Officer for the Center for Law, Brain & Behavior at Harvard University.  Dr. Feldman Barrett is the author of “how emotions are made” and “7 lessons about the brain” [best book in 2020] and she will help us understand what it is to be human. Something all of us need right now!

     

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Adrian Swinscoe

Empathetic Musculature: It's quite hard to say (fast) and quite hard to do well but totally worth it (08.10 BST)
Punk CX
Adrian Swinscoe
  • Adrian Swinscoe

    The need for more empathy in customer service and experience was highlighted by the pandemic. However, the lack of empathy is not solved by just a training course, empathy is like a muscle. The question is ….how well exercised is your empathy muscle and how do you intend to keep it in shape? Author of Punk CX and How to Wow, Adrian Swinscoe will challenge organisations to think differently about empathy and how they use it in their organisations to better relate to their staff and their customers. He will make a case for leaders taking a consistent approach to exercising their empathetic musculature and invites front-line staff to challenge leaders who don’t.

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Jeremy Dean

The F-Word at Work: The intersection of emotions and culture (09.00 BST)
Founder & Director, riders&elephants
Jeremy Dean
  • Jeremy Dean

    Jeremy is the founder and Master Gamemaker at riders&elephants. R&E design games to help people connect through conversation. Jeremy is on a mission to humanise the workplace and shine a light on the power of the irrational economy.

    As a Gamemaker, Jeremy distils and simplifies complex concepts into beautifully simple card-based games. All R&E games unlock emotion-led conversations about workplace culture, customers and individual wellbeing.

    In 2018, after four years of development, R&E successfully launched The Emotional Culture Deck. The ECD is a card-based tool used in 40+ countries by over 100,000 people worldwide. Organisations including IBM, Netflix, IAG, Xero, Starbucks, Westpac, Air New Zealand, Panasonic, and New Zealand Rugby use R&E games. In 2019, R&E launched a new game called The Customer Experience Deck. R&E’s latest game, The Wellbeing Deck is now available for pre-order.

    When Jeremy’s not making games, he’s on the river with his wife and their beagle flyfishing, playing golf, or out on the cricket field pretending he’s still a professional cricketer.

     

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Clare Muscutt

The power of community (09.40 BST)
CEO, Women in CX
Clare Muscutt
  • Clare Muscutt

     

    With 22 years’ experience, Clare Muscutt is internationally recognised as ‘the thought leader who did the job’ and delivered award-winning commercial results.

     

    She worked her way up from the ‘shop floor’ to General Management in operations and went on to hold senior marketing roles leading the Customer Experience (CX) function for some of the world’s biggest companies in hospitality, retail, and B2B, including Whtibread, Sainsburys, and Compass Group.

     

    She subsequently became Founder and Director of CMXperience Ltd, a boutique CX design agency based in London, where she supports international clients to put people at the heart of design and to maximise return on investment by creating more value for customers, employees, and businesses.

     

    In 2020, Clare turned her hand to digital content and social media creation as the host of the Inspiring Women in CX podcast and guest host at UC and CX Today, roles in which she encourages and facilitates challenging conversations about technology, transformation, and humanising customer experience by design.

     

    Clare’s latest venture is leading an all-female team as the CEO of a start-up digital community for Women in Customer Experience, which launched on International Women’s Day, March 8th  2021 and is now uniting women across the globe to shape the future of CX together.

     

    ‘Building brilliant customer experience doesn’t happen by accident, it happens by design”

    - Clare Muscutt

     

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Azeem Saheer

How LEGO SERIOUS PLAY can increase employee engagement to build better business (10.30 BST)
Luminary Learning Solutions
Azeem Saheer
  • Azeem Saheer

    There are many benefits of having fun. It increases brain-activity of neurons, fuels divergent thinking capacity, creativity, problem solving & more importantly it increases engagement. These are the key traits all the leaders are expecting from their employees to grow their business, but how often do we have fun or play in our workplace?  LEGO SERIOUS PLAY® Facilitator & Emotional Intelligence practitioner Azeem Saheer describes the science behind the Thinking from Hands with LEGO Bricks & How it can help teams communicate more effectively, overcome hurdles and solve problem, build strategies & create more employee engagement by simply having a Serious PLAY.  How might you build better employee engagement to build better business?

     

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Alex Allwood

Customer Empath in Action (11.10 BST)
All Work Together
Alex Allwood
  • Alex Allwood

    Join the author of Customer Empathy, Alex Allwood, for a frank discussion on empathy in leadership and business. Understand the 3 ‘empathy enemies’, botox, biases and blindspots. Take a deep dive into what is perpetuating the ‘customer empathy deficit’ in organisations. And learn how to switch on empathy to improve your team's connection and engagement in building a customer-centric culture.

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Ian Golding

The experience dilemma (11.50 BST)
Customer Experience Consultancy
Ian Golding
  • Ian Golding

    Global Customer Experience Specialist, Ian will share his observations and his advice on how businesses should evolve as employee and customer expectations are forever changed.  In a talk entitled ‘The experience dilemma’ Ian Golding will help us navigate the tension between the need to invest in employee and customer experience against the backdrop of budget scarcity and where empathy and emotion fits with this.

     

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Tamara Sanderson

You're asking the wrong questions about remote work
Remote Works
Tamara Sanderson

Joshua Feast

Empathy in the contact center (13.40 BST)
Co-Founder and CEO Cogito Corporation
Joshua Feast
  • Joshua Feast

    CEO and entrepreneur Joshua Feast will describe how technology can help us relate to one another more effectively as humans in the contact centre.  He will share how his empathy-encouraging technology resulted in a 23% increase in customer satisfaction and a 66% increase in employee engagement within just three months of its introduction.

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Bill Staikos

How Ei powers employee engagement (14.10 BST)
Medallia
Bill Staikos

S. Michele Navarez

How Ei powers employee engagement (14.10 BST)
Chief Executive Officer at Goleman EI
S. Michele Navarez

Roberta Sawatzky

'Work from anywhere' advocate involved in focussed research around proximity equity. Business Professor, Coach, International Speaker, Trainer & Developer.
SAM Consulting
Roberta Sawatzky
  • Roberta Sawatzky

    Roberta is a creative business collaborator committed to meaningful research and effective  teaching both in remote (on-line) and co-located models. Armed with a Masters in Leadership and Management, Roberta's career has afforded her over 30 years of senior leadership and training roles in for-profit and not-for-profit organizations, as well as the world of academia. 

       

    As a Coach and Consultant since 2009, her area of specialty has morphed into supporting those working in remote and hybrid contexts. Roberta has published, and co-published research on various aspects of remote work; her current research is focused on effective leadership in hybrid teams, ensuring proximity equity for all. Over the recent past, she has presented internationally at several conferences, been interviewed on podcasts, and has been a speaker at multiple virtual events, all focusing on remote work. 

       

    In 2012, Roberta joined the world of academia to teach Management and Human Resource courses at Okanagan College School of Business in British Columbia, Canada. She also develops and facilitates on-line business courses. Roberta and her husband live in Kelowna, BC close to their daughter, son-in-law, and beautiful granddaughter; they also have a son, daughter-in-law, and six amazing grandchildren living in Finland. 

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Gustavo Razzetti

The Paradox of Psychological Safety (17.20 BST)
Fearless Culture
Gustavo Razzetti
  • Gustavo Razzetti

    People tend to confuse creating a safe space with avoiding friction. However, the real benefit of high Psychological Safety is to promote radical candor, positive friction, and healthy debates. Feeling safe is not about agreeing and getting along, it’s about the ability to bring your unique perspective to the table, debate with others, and raise the company bar when it comes to creativity and innovation.

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Corine Tan

The Paradox of Psychological Safety (17.20 BST)
Co-Founder, Kona.
Corine Tan
  • Corine Tan

    People tend to confuse creating a safe space with avoiding friction. However, the real benefit of high Psychological Safety is to promote radical candor, positive friction, and healthy debates. Feeling safe is not about agreeing and getting along, it’s about the ability to bring your unique perspective to the table, debate with others, and raise the company bar when it comes to creativity and innovation.

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