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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

    Excitement.  Apprehension.  Panic.  When asked how they felt about returning to the office, these are just a few words different people used.  What are you doing to understand how people feel about their return to work?  How might tools like the Emotional Culture Deck, curated by Jeremy help create meaningful, expressive conversations which help people describe how they feel? Jeremy shares his insights with us.

     

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Clare Muscutt

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

    How creating communities for your employees and customers can transform remote working relationships through authentic meaningful engagement.

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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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Emma Estrella Corrie

And breathe. The Wim Hof Technique (12.30 BST)
Emma Estrela BREATHE Coach
Emma Estrella Corrie
  • Emma Estrella Corrie

    And breathe.  Emma is a student of Wim Hof, The Ice Man and one of the few Wim Hof instructors on the planet.  We are truly excited to welcome Emma to the Summit.  Giving us all the opportunity to manage our wellbeing, Emma will introduce us to Everyday Breathing Awareness, Cellular Respiration and the Wim Hof Method.

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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

    We are living in an economy where a traditional view of work is being challenged. No longer can we assume that work will happen within the walls of an office space; rather, terms like ‘location independent’, ‘office not required’, or ‘hybrid teams’ have become part of our business language. While this is all positive, what does it mean for those working or leading in a remote context?

    At SAM Consulting, our committment is to work collaboratively with individuals, teams, or organizations as they endeavour to create workplaces where people are respected, have the opportunity to grow, and work from their areas of strengths.

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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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