08:30 Registration and refreshments
08:45 Breakfast Briefing: Are you prepared to respond to a crisis?

This interactive breakfast briefing will explore the critical factors which determine your crisis preparedness. The session will give delegates the opportunity to:

  • Evaluate their organisation’s crisis readiness
  • Rehearse their own crisis skills through a short scenario-based exercise
  • Discuss crisis preparedness best practice – what plans and processes need to be in place?

Jonathan Hemus, Managing Director, Insignia

09:20 Chair’s opening remarks

Richard Scott, Executive Director, Corporate Affairs, Virgin Trains

09:30 The role of crisis communications: How have priorities changed in 2019?

Panel discussion

  • As crisis response changes and evolves, what does this mean for those in communications?
  • How does the communications function sit within the company now that people are becoming more aware of its importance?

Richard Scott, Executive Director, Corporate Affairs, Virgin Trains
Philip Allport, Director of Communications and Public Affairs UK & Ireland, Norwegian Airlines
Klare Kennett, Assistant Director, External Affairs Marketing and Communications, RSPCA
James Melville-Ross, Senior Managing Director, FTI Consulting

10:10 Social media: Dispatches from the digital front line

Case study presentation and Q&A

  • As a crisis unfolds and gathers speed in real time, across multiple geographies, how can it be managed and contained?  
  • How do you react to an entirely unexpected crisis? And how do you rebuild trust and reputation?
  • In this case study Natalie will share a recent example of hands-on crisis management and show where it fits into Avon’s bigger brand and corporate reputation management

Natalie Deacon, Executive Director of Corporate Affairs, CSR and Sustainability, Avon

10:35 RBS ten years on: The biggest turnaround in UK corporate history

Case study presentation and Q&A

  • Managing the inevitable interest in the anniversary and minimising its impact on the bank’s reputation
  • Turning a potentially negative moment into an opportunity to own the narrative
  • Pivoting away from the past to talk about the bank we are today

Chris Turner, Director of Corporate Affairs, Royal Bank of Scotland

11:00 Morning refreshments
11:30 UKTV through the blackout: The art of authentic communications

Case study presentation and Q&A

  • How to be sincere and create an authentic and human response
  • Managing a public that increasingly expects genuine, honest and transparent communications
  • Balancing legal, compliance and commercial considerations when communicating externally
  • Crafting a public response that doesn’t compromise your company but instead supports its objectives

Zoe Clapp, Chief Marketing & Communications Officer, UKTV

11:55 A view from both sides: Handling the media in the 21st Century

Case study presentation and Q&A

  • How has dealing with newspapers changed post Leveson?
  • How to protect your reputation while responding to the media during a crisis

Phil Hall, Chairman, PHA Group

11:30 - 12:20
How to use data-driven content insights in crisis communications

Workshop (optional)

  • How to use social media analytics and predictive data to identify a crisis before it unfolds, and manage the situation having confidence in a proven, robust dataset.
  • Understand the value media monitoring tools add to crisis preparedness

Chris Smith, Associate Director, Ketchum
12:20 Airport shutdown: Planning for the unplannable

Case study presentation and Q&A

  • Is it ever possible for your team to be ready for any potential crisis?
  • How can you respond to a crisis that starts quickly and develops relentlessly?
  • Looking out for your stakeholders and team when a crisis hits

Heather Griffiths, Head of Communications, Gatwick Airport

12:45 From corporate to caring: How being a socially responsible brand can make you more resilient to crisis

Case study presentation and Q&A

  • As communications becomes more integrated into wider business strategy, how can a socially responsible brand image help you in a crisis?
  • How to use your brand values during a crisis to minimise reputational damage

Joanna de Koning, Global Head of Corporate Communications, Just Eat

13:10 The Anatomy of a Crisis: The link between reputation and value in a crisis

Presentation and Q&A

  • In this age of round-the-clock company scrutiny, we see almost as much focus given to how a Company handles a crisis as the crisis itself
  • In this session, FTI Consulting's Crisis experts will discuss their research which looks at the historical trends to see whether patterns from the past can be used to inform approaches to crisis responses in the future

Adam Davidson, Senior Director, FTI Consulting
James Melville-Ross, Senior Managing Director, FTI Consulting

13:30 Networking lunch
14:30 Data breaches: Managing unpredictable cyber attacks

Case study presentation and Q&A

  • How to effectively use comms and PR to manage a data breach
  • Best practices for preventing and controlling the damage caused by a cyber attack
  • Examples of how big brands deal with data breaches before, during and after the attack

Andy Black, Senior Product Manager, Signal

14:55 Crisis? What Crisis? Learning the lessons from recent crises

Presentation and Q&A

  • Crisis metrics from Facebook, KFC, Ted Baker, Uber, Boeing, Netflix, British Airways and Pret
  • What to do in a real crisis to restore your reputation
  • When should your CEO speak up – and when they should shut up

Andrew Tucker, Vice President, Data Science Director, Reputation Institute

14:30 - 15:20
Interactive social media training - are you prepared?

Crisis simulation (optional)

  • Experience the pressure of managing a crisis as it breaks over social and digital media, and learn how to respond effectively and with empathy in order to minimise the damage to your brand.
  • This interactive, fast-paced workshop is as close as it gets to dealing with a real crisis.
  • Working with your peers, you’ll gain hands-on experience of communicating through a crisis, and share insights on the best way to tackle the threats posed by people attacking your brand on social media.

Kate Hartley, Co-founder, Polpeo

15:15 Afternoon refreshment break
15:50 UK network outage: Managing the crisis within

Case study presentation and Q&A

  • How to manage internal communications in a crisis
  • Understanding your role in a communications team
  • Communicating effective and informative messages
  • Key learnings from O2's day-long outage

Nicola Green, Corporate Affairs Director, Telefónica UK Limited

16:15 Rebuilding trust in challenging times

Case study presentation and Q&A

  • The trust landscape – why does it matter and how is it interlinked with your reputation?
  • The shifting operating landscape – know where you are to survive where you’re headed.
  • Pace and momentum – the next steps when crisis management becomes a long term project
  • Putting trust back in place – long-term actions that can be put in place to repair trust and minimise impact of the next challenge

Kirsten Walkom, Global Communications Director, Save The Children

16:40 Chair's closing remarks

Richard Scott, Executive Director, Corporate Affairs, Virgin Trains

16:45 Close of conference

Speaking opportunities
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Sponsorship and exhibition opportunities
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General enquires
Please call +44 (0)20 8267 4011 or email