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We Look Forward To Welcoming You Next Tuesday!

Create Insight-Led, Customer-Centric Journeys Across The Multi-Channel Mix, Engage Customers & Win Staff Buy-In For Exceptional Customer Experiences With Measurable ROI

One-Day Conference & Networking Event, 21st February 2017, One America Square, Central London. Download The Brochure Here. Group Discounts Available! Send 4 For The Price Of 3.

21 Thought Leaders Explore Insight-Led, Measurable Customer Experiences With Real ROI, Winning Staff Buy-In For Customer-Centric Cultures & Experiences Which Engage Customers On Every Touchpoint & Journey:

  1. Create Experiences Which Drive Revenue By Harnessing The Customer View: Align your organisation to the needs of customers for meaningful experiences on every touchpoint
  2. Measure The Customer Experience Across Every Channel: Develop a clear and seamless picture of the customer experience for responsive, customer-centric strategies which deliver results
  3. Chart ROI & Show Bottom Line Value: Secure investment by clearly demonstrating customer experience ROI to the board to secure senior level buy-in
  4. Build Engaging Customer Journeys Which Grow The Business: Optimise your brand for consistent, positive experiences which excite, convert and engage on every customer journey
  5. Seamless, Impactful Multi-Channel Experiences: Cultivate real returns on every touchpoint with personal, consistent and engaging multi-channel experiences
  6. Win Over Staff & Convince The Board For Customer- Centric, Profit-Boosting Cultures: Shape and develop organisations where everyone goes the extra mile for customers
  7. Win Big Online With Forward-Facing Digital Experiences: Digitalise the business to maximise the benefits of every channel
  8. Tech Trends, Tools & Cutting-Edge Innovations: Stay ahead of the competition and expand the business with the latest insight on new technologies and innovation
  9. Deliver The WOW In Customer Service With New Thinking & Practical Tips: Go above and beyond with real, actionable lessons on designing winning and consistent customer service
  10. Best-Practice Social Media Engagement: Innovative, tailored social media strategy which delivers what the customer wants, for bottom line impact

Can you help create outstanding customer experiences? For more information on how to get involved, please call +44(0)20 3479 2299 or email partner@thecustomerconference.com.

Book your 3 x 2 metre exhibition stand and two delegate passes for just £2,499 +VAT. Click here to book your stand. Please note that we have a limited amount of exhibition stand space available and stands will be issued on a first-come, first-served basis.

PLUS! This Customer Experience Conference Features:

  • 21 Heads & Directors Of Customer Experience Speaking From The Frontline
  • 1 Inspiring Conference Day
  • 11 In-Depth Sessions Focused On Delivering Exceptional Customer Experiences
  • 5 Informal Peer-To-Peer Roundtable Discussions: A) B2B vs. B2C B) Netpromoter C) CRM & Loyalty D) Targeting E) Video
  • 3 Interactive Panels: Convince The Board, The Customer View & Innovations In CX
  • Customer Service – Practical Exercise!
  • 1 ‘Meet The Speakers’ Area
  • Question Time Format: Quiz The Speakers!
  • 98% Average Satisfaction Rate
  • Speed Networking
  • Facilitated Networking Hosts
  • Open Q&A

Group Discounts Available! Send 4 For The Price Of 3.  Limited Places.

21 Senior Cross-Sector Perspectives From UK’s Top Customer Experience Brands: Customer View • Measuring The Experience • Customer Journey • The Multi-Channel Experience • ROI & The Bottom Line • Customer-Centric Cultures • Convince The Board • The Digital Experience • Innovations • Customer Service Design • Social Media

The Customer Experience ConferenceEngaging Journeys, Real Results Agenda: Click here to view the complete conference programme.

08.30 Registration – Speed Networking Breakfast, Objectives Setting

09.00 GIC Welcome, Interactive Voting & Morning Chair’s Remarks
Chloe Sherriff, Customer Experience Manager, New Look

CUSTOMER VIEW

9.15 Aligning Your Organisation To The Wants & Needs Of Customers For Profit-Boosting, Future-Proofed, Customer-Centric Cross-Channel Experiences Which Drive Retention & Growth
Sarah Eborall, Head of Customer Experience, Barclaycard
James Scutt, Head of Customer Value Management, Post Office Ltd
Jan Richards, Head of Insights & Planning, daa (Dublin Airport)

MEASURING THE EXPERIENCE

09.45 Building A Clear Picture & Hearing The Voice Of The Customer For Responsive, Customer-Centric Business Strategies
Priya Khullar, Head of Customer Experience & Digital, Pfizer

CUSTOMER JOURNEY

10.05 Charting & Optimising A Customer Journey Which Delivers Great Experiences End-To-End
Jackie Ducker, Group Customer Experience Director, Kier Group

10.25 Informal Networking & Morning Refreshments

BONUS SESSION

10.55 Why Customer Loyalty & Brand Advocacy Is Key To Increase Revenue & Scale Your Digital Customer Experience
Ulrika Haug, Senior Director, Product Marketing, Lithium
Timo Tolonen, Head of Community, GiffGaff

THE MULTI-CHANNEL EXPERIENCE

11.10 Develop Seamless, Impactful Multi-Channel Experiences Which Engage Customers & Grow The Brand At Every Touchpoint
Andrew Clayton, Former Global Director of Brand & Customer Experience, Bupa

BONUS SESSION

11.30 Alexa – Ask KCOM
Darryl Beckford, Head of Digital Acceleration, KCOM

CUSTOMER CENTRIC CULTURES – DOUBLE PERSPECTIVE

11.50 Developing & Implementing A Customer-Focused Culture For Great Customer Experiences Which Win Support From Staff & The Board

11.50 PERSPECTIVE ONE
Olga Potaptseva, Head of Customer & Market Insight, Domestic & General

12.10 PERSPECTIVE TWO
Emma Davis, Customer Experience Manager, East Midlands Trains

12.30 Lunch & Informal Networking For Delegates, Partners & Speakers

13.00 Informal Discussions & Peer Brainstorming

A) B2B vs. B2C
Capitalise on the differences and similarities of these different business types to deliver winning customer experiences
Tatiana Chamis-Brown, Head of B2B Customer Transformation, Orange

B) CRM & Loyalty
Turn customers into supportive advocates for your brand from your first transaction!

D) Targeting
Harness lessons learned in creating targeted, personal and relevant customer experiences

E) Video
Generate and incorporate profitable, powerful video content into your customer experience

13.45 Afternoon Chairman’s Remarks
Jan Richards, Head of Insights & Planning, daa (Dublin Airport)

BONUS SESSION

13.40 Making Multi-Channel Support Simple And Successful
Richard Bassett, Strategic Account Director, Zendesk

CONVINCE THE BOARD

14.00 Practical Techniques For Securing Buy-In From The Board To Position Customer Experience At The Heart Of Business Strategy
Claire Verdirame, Head of Insight & Marketing Performance, HSBC
Andrew Clayton, Former Global Director of Brand & Customer Experience, Bupa
Rachel Haworth, Customer Experience Director, Coventry Building Society

THE BOTTOM LINE!

14.30 Clearly Demonstrate The Value Of Your Customer Experience On The Bottom Line

14:30 PERSPECTIVE ONE:
Matt Webster, Senior Customer Experience Manager, Virgin Atlanic Airways

14:50 PERSPECTIVE TWO: An Inside-Out Approach To CX
Jon Shalowitz, General Manager, Callidus Cloud CX

DIGITAL EXPERIENCE

15.05 Crafting Digital Customer Experiences Which Advance Your Brand & Deliver Measurable Success
Keith Bohanna, Head of Digital Customer Experience, Bank of Ireland

15.25 Informal Networking & Afternoon Refreshments

INNOVATIONS PANEL DISCUSSION

15.55 What’s Next? Harness The Power Of Technology With Future Insights & Cutting-Edge Developments To Stay Ahead Of The Competition & Expand Your Business
Rufus Weston, Head of Insight, Just Eat
Sholto Mee, Head of Customer Service, TalkTalk

SPEAKER QUESTION TIME

16.20 Quiz the speakers!
Pose your burning questions to our assembled panel of expert speakers
Olga Potaptseva, Head of Customer & Market Insight, Domestic & General
Emma Davis, Customer Experience Manager, East Midlands Trains
Jan Richards, Head of Insights & Planning, daa (Dublin Airport)

16.50 Chair’s Closing Remarks & Official Close Of Conference

Please check the website regularly for updates and newly confirmed speakers. For more information on how to get involved in The Customer Experience Conference – Engaging Journeys, Real Results, please email info@thecustomerconference.com or call +44 (0)20 3479 2299.

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For more information, please download the brochure or email info@thecustomerconference.com.