How to Innovate and Evolve your Operating Model to Succeed in a Digital World

About the Event

4 powerful talks delivered by award-winning customer engagement specialists. These talks are about spreading ideas on subjects that matter to the customer engagement community. They are designed to get you thinking out-of-the-box and inspire you.

Event Details

Date: November 28th 2018

Time: 1.30pm – 6pm

Location: Knowledge Centre, British Library, 96 Euston Road, London, NW1 2DB


Opening Keynote

Mike Havard, Chairman at Ember Group

The introduction of AI, robotics and automation is likely to disrupt business processes and your operating model will need to evolve to address the changing consumer demands. The day is set to explore the innovations and latest thinking from leading brands and help you design an optimal operating model. Mike will kick-start the afternoon with his opening keynote and talk through some of the key items on the agenda to help you get the most out of the afternoon.

Talk #1

Mike Massimi | Customer Experience Director at Photobox

Is being totally digital possible or even desirable? What does the journey look like for a digital only business?

Talk #2

Chris McGrath | TCS, previously at M&S

Pushing self-service and automation for a legacy brand and ensuring it works for the customer first.

Talk #3

Carolyn Blunt – Managing Director | Ember Real Results

Digital Skills Needed in your Target Operating Model.

Talk #4

Paul Baxter | CX Professional

Where Digital Does and Doesn’t add Value in Customer Journeys.


After the break, the audience will have the opportunity to vote for two of the below topics to be presented:

Option 1: Role of analytics in service-operation design.

Lee Mostari (Consulting Director | Ember Group)

Option 2: What’s the role of outsourcing in your digital operating model?

Chris Mcilduff (Director | Ember Group)

Option 3: What are the digital leaders investing in to improve their operating model?

Todd Bray (Senior Consultant | Ember Group):


Option 4: Using technology to reduce time to productivity and boost employee retention.

Carolyn Blunt  ( Director | Ember Real Results):

Drinks Reception

5pm onwards – drinks reception and networking.

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This is a free to attend event. We often receive a very large number of registrations for EmberTalks. You will receive a confirmation by email if your seat has been reserved.

If your organisation offers similar services to the Ember Group, your registration may be declined.

What Previous Delegates Thought:

“Really enjoyed the afternoon….great venue as well.”

“The presentations were top class and you would be hard pushed to find better quality content both in terms of the theory and practical application.”

“The presentations were top class and you would be hard pushed to find better quality content both in terms of the theory and practical application.”

“First time I’ve attended one of your events and found it very insightful.”

Previous Ember Talks: