These Terms and Conditions of booking and the cancellation and refunds policy (together, the “Conditions”) shall apply to an event organised and administered by Software Acumen Ltd (“we”, “our” or “us”) and made available to the participant (“you” or “your”) as of 13/4/2016.
The Event
Upon payment of the booking fee in cleared funds, you shall be entitled to:
Participate fully in the event programme including evening social event(s) (if any) for the day(s) you have booked. Participation in some elements of an event programme may be subject to session capacity;
a buffet lunch on each day you are eligible to attend;
Tea / coffee on arrival, at scheduled breaks and throughout the day;
Free wi-fi at the event venue; and
a delegate pack
You acknowledge and agree that you are responsible for arranging and paying for your own accommodation, travel and other expenses connected with attending an Event.
Data Policy
We need to hold information you provide to us for administrative and operational purposes. Summary information, which may include personal information such as contact details, will be provided by us to all session leaders. Personal information you provide may also be made available to organisations involved in administering, organising, sponsoring or supporting the Event and this may include organisations outside the European Community.
You hereby consent to the processing, disclosure and transfer of your personal information for the purposes described above.
We will only use your personal information after the event for direct marketing purposes if you have provided your consent by ticking the relevant box within the ‘Other Information’ section when you registered for your ticket(s). You can at any time withdraw this consent by emailing us at Events@software-acumen.com.
Visa Required
We can only issue a letter of support once the ticket price has been received in cleared funds. Unfortunately this means that we can only issue letters of support for participants paying by invoice, not by credit card. If you need a letter of support then please request an invoice.
Warranties and Liability
Whilst we shall use reasonable skill and care with regards to organising and providing the event, we do not guarantee that you will receive any particular outcome or result in respect of your attendance at the event.
Under no circumstances shall our liability to you arising out of or in connection with these Conditions exceed the total amount payable by you to us in respect of the booking fee. For the avoidance of doubt, our liability to you shall not extend to any indirect or consequential loss or damage suffered or incurred by you.
Notwithstanding the above , we do not exclude or limit our liability for:
personal injury (including sickness and death) to the extent that such injury results from the negligence or wilful default of us or our employees; or
fraud or fraudulent misrepresentation; or
any breach of any obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or
any other liability to the extent the same cannot be excluded or limited by law.
General
We reserve the right to vary the event programme at any time.
Where a discounted booking fee is claimed we reserve the right to confirm eligibility.
We are not responsible for the views or opinions expressed by tutorial or session leaders, sponsors, or other participants.
If performance of our obligations as set out in these Conditions shall be delayed by a Force Majeure Event, then we shall have the right to suspend without liability further performance of our obligations until such time as the cause of delay shall no longer be present.
For the purposes of these Conditions, a Force Majeure Event shall mean an event beyond our reasonable control including but not limited to strikes, lock-outs or other industrial disputes (whether involving a parties workforce or any other party), failure of a subcontractor to perform, failure of a utility service or transport network, power failure, telecommunication failure or internet failure, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, fire, flood, storm.
Martin Dowson is Head of Service Design Strategy at Lloyds Banking Group. He jokes that after 15 years in the world of consulting (Accenture, Comotion) he has finally got a ‘proper job’ - client side.
Martin studied Computer Science, AI and Psychology at University (but only completed the Psych) before going on to design some of the UK’s very first large scale consumer digital experiences (Sainsburys To You, Barclays Banking) and support the transformation of major organisations like Virgin Media and Kodak into customer-led business.
He says he has grown into the moniker of Service Design - combining his skills in Psychology, Design, Insight, Organisational Design and Strategy. Most interestingly he has experience both being agency and client side which has led him to some unique insights into the state and value of Service Design in the UK.
Adrian Swinscoe is a customer experience consultant and advisor, and has been growing and helping develop customer-focused large and small businesses for 20 years. He has previously worked with Shell, FT and The Economist Group and has advised and consulted to numerous large and smaller businesses helping them engage with their customers, build their customer retention and improve their service and customer experience.
Adrian is a huge fan of organisations that do great things for their customers and their people. He enjoys using research, stories and human insights to help create change and better results for his clients. Overall, he's a lover of simplicity and an advocate of the human touch with some really useful technology thrown in.
Adrian has an MBA from Cass Business School, City University as well as an MA in Economics.
Annita holds a PhD in computer science with a particular focus on participatory design and learning through user-centric approaches. She is currently at Telenor Group, where she has held different leadership positions in service marketing and has been the driving force for building service design and design thinking as strategic capabilities.
Wim has over 15 years experience in leading Customer Service and Marketing projects, and Departments. He is currently leading the Customer Analytics, Customer Experience and Brand Management efforts for two major brands in the Dutch market: Delta Lloyd and OHRA.
Wim has over 10 years of experience in Marketing and Services in an international environment and 10+ years in leading (part of) a Business Unit/Division in both B2B and B2C environments. He speaks regularly at (International) conferences and is a guest teacher at several Post-MBA and MSc programmes on marketing, (service) design and Customer service. In 2012 he was awarded “Prof of the Year” by the Dutch School for Customer Management, a private Business School.