We Hope You Enjoyed The Customer Experience Conference!

The Customer Experience Conference was produced by Global Insight Conferences. If you would like to purchase the speaker presentations, available for £199, please call +44 (0)20 3479 2299 or email info@thecustomerconference.com for more information.

Take A Look At Our Sister Event… The Financial Services Customer Experiences & Insights Conference

28 Finance Brands Including MasterCard, Allianz & Barclays Confirmed To Speak At The 3rd Annual Financial Services Customer Experiences & Insights Conference.

Actioning Customer Insights For Excellent Customer Experiences & Customer-Centric Financial Services: Embracing The Voice Of The Customer To Always Put The Customer First & Deliver Seamless Multi-Channel Journeys & Experiences For Results That Justify Investment.

A One-Day, Industry-Led Conference & Networking Event, 22nd June 2016, One America Square, Central London. Download the brochure here. Book Before 10th March & Save Between £150 & £373.

PLUS! 2 Separately-Bookable, Post-Conference, Half-Day Workshops, 23rd June 2016:
AM) Customer Journey Strategy
PM) Measuring Customer Experiences

Advanced Strategies For Capturing & Harnessing Customer Insight To Embed Truly Customer-Centric Cultures & Deliver Consistently Excellent Multi-Channel Customer Experiences For Measurable Bottom-Line Impact:

  1. Best-In-Class Customer Experience Showcase: Design and deliver outstanding customer experiences to exceed expectations and drive brand loyalty
  2. Putting The Customer At The Heart Of Your Organisation: Embedding a customer-centric culture by delivering valuable insight and engaging colleagues at all levels
  3. Measuring Experiences, Demonstrating ROI, Boosting Investment: Build a complete picture of the customer experience for results-focused investment across the business
  4. Harnessing Actionable Customer Insight: Proven and innovative approaches for real insight to deliver personal, engaging customer experiences
  5. Optimising Multi-Channel Customer Journeys: Map and create seamless multi-channel customer journeys for consistent, excellent experiences
  6. Customer Excellence In The Digital Age: Driving digital integration to meet customer demands and add true value to the digital customer experience
  7. Getting Closer To Customers With Social Media: Best-practice interaction on social media and how we can harness these interactions to deliver real customer value
  8. What’s Next For Financial Services? Creating adaptable insight and experience models to fit with upcoming trends, technologies and ever-changing regulatory requirements

PLUS! The Financial Services Experiences & Insights Conference Features:

  • 28 Heads & Directors Of Customer Experience, Insight & Marketing Speaking From Leading Financial Services Brands
  • 1 Compact Day
  • 3 Years At The Forefront Of The Market Uniquely Focused On Advanced Customer Experience & Insight Strategies For The Finance Sector
  • 98% Average Delegate Satisfaction Rating (based on previous marcomms events)
  • 83%+ Average Senior, Client-Side Audience (based on previous marcomms events)
  • 7 Topical Roundtable Discussions & Peer Brainstorming Exchanges: A) Email Consumer Journeys B) Embedding Customer Metrics In Front Line Targets & Incentives C) Trust In Financial Services D) Harnessing Big Data E) What’s Next For In-Branch Experiences? F) Effective Servicing In A Mobile Environment G) B2B Experiences In Financial Services
  • 1 Customer-Centric Cultures Interactive Panel Discussion 
  • 1 New Technologies & Trends Interactive Panel Discussion 
  • 2 Double Perspectives: ‘The Digital Experience’ and “Measuring Overall Customer Experience”
  • 13 In-Depth Sessions Focused On Your Toughest Customer Insight & Experience Topics Within Financial Services
  • 2 Conference Chairman
  • 1 ‘Meet The Speakers’ Area
  • Facilitated Networking Hosts
  • Interactive Voting
  • Open Q&A

Fresh, New Insights & Even More Finance Brands Speaking In 1 Inspiring Day: Measuring Experience & ROI ✔ Customer-Centric Cultures ✔ Customer Insight Strategy ✔ Customer Experience Showcase ✔ Multi-Channel Customer Journeys ✔ The Digital Experience ✔ Social Media ✔ Regulation ✔ New Technologies & Trends

Book Before 10th March & Save Between £150 – £373. Simply Quote ‘EB150′ Under ‘ID Code’ When Booking Online. Limited Places Available At This Low Rate.

Can you help financial services brands gain better customer insights and offer better customer experiences? For more information on how to get involved, please email partner@financialservicesconference.com or call +44(0)20 3479 2299.

Book your exhibition stand and two delegate passes before 10th March for just £2,200 +VAT (SAVE £550). 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.

The Financial Services Customer Experiences & Insights Conference: To view the full conference programme, click here.

08.30 Registration & Coffee, Objective Setting

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chair’s Opening Remarks
Georgios Kolovos, VP Marketing, GE


09.15 Harnessing The Voice Of The Customer & Translating The Latest Insights Into Customer Needs & Expectations To Design Outstanding, Personal Experiences
Stephen Ingledew, Managing Director, Customers & Marketing, Standard Life Plc


09.35 Put The Customer First! Getting The Whole Organisation On Board With Customer Programmes To Deliver Truly Excellent Customer-Centric Services & Cultures
Gary Hurry, Director of Marketing, ABN AMRO Commercial Finance Plc


09.55 Industry Panel & Delegate Debate

  • James Coburn, Customer Experience Manager, John Lewis Insurance (Subject To Availability)
  • Steve Knight, Chief Operating Officer Life & Pensions, LV=
  • Sue Willis, Managing Director Customer Experience & Complaints, Santander UK (Subject To Availability)
  • Jorge Mascarenhas, Head of Customer Experience, Telefónica UK LtdCross-Sector Perspective
  • Caroline Langridge, Head of Property Claims, UK, Hiscox
  • John Penberthy-Smith, Customer Director, Money Advice Service
  • Thomas Rebel, Customer Director, Homeserve

10.20 Bonus Session:Case Study SugarCRM

10.40 Refreshment Break With Informal, Facilitated Networking


11.10 Proven & Innovative Measurement Techniques Which Clearly Demonstrate The Value Of Customer-Focused Experience Programmes Per Channel, Per Customer
Speaker To Be Announced; Please Check The Website For Details


11.30 Cutting-Edge Measurement Methods Which Build A Complete Picture Of The Customer Experience & Highlight Where The Journey Can Be Improved

11.30 James Scutt, Head of Customer Value Management, Post Office Ltd
11.50 Caroline van den Bos, Head of Insight & Performance Measurement, Prudential


12.10 Swimming In The Data Lake: Nationwide’s Perspective
Barnaby Davis, Divisional Director - Group Retail Strategy, Nationwide Building Society


12.30 Collecting Valuable Customer Insight For Maximum Impact To Deliver Personal, Engaging Customer Experiences
Jono Hey, Head of User Experience, Nutmeg

12.50 Lunch & Informal Networking For Delegates, Speakers & Partners

13.20 Informal Peer-To-Peer Discussions & Brainstorming (20 minute discussions during lunch)

A) Email Consumer Journeys
Facilitated by Jennifer Smith, Director, Product Leader for CRMMasterCard

B) Embedding Customer Metrics In Front Line Targets & Incentives
Facilitated by Mike Smith, Head of Contact Centre MI & Insight, Domestic & General
Olga Potaptseva, Head of Customer & Market Insight, Domestic & General

C) Trust In Financial Services

D) Harnessing Big Data

E) What’s Next For In-Branch Experiences?

F) Effective Servicing In A Mobile Environment

G) B2B Experiences In Financial Services

13.50 Afternoon Chair’s Remarks
Sarah Eborall, Head of Customer Experience, Barclaycard


13.55 Creating Seamless, Customer-Centric Multi-Channel Journeys Which Drive Brand Loyalty & Deliver Excellent Customer Experiences
Luke Gee, Head of Analytics – Customer Experience, Royal Bank of Scotland


14.15 Customer Excellence In The Digital Age: Insights Into Driving Digital Integration For Compelling, Personal Customer Experiences
Iain Harper, Digital Director, ZugarZnap Group

14.55 Bonus Session: Reserved For Exclusive Conference Partner. To get involved in The Financial Services Experiences & Insights Conference, please call +44 (0)20 3479 2299 or email info@financialservicesconference.com for more details.

15.15 Afternoon Break With Informal, Facilitated Networking


15.45 Metro Bank: FANS Not Customers
Jonathan Kernkraut, Director of Retail & Business Proposition, Metro Bank


16.05 Leveraging Social Media As A Valuable Insight Tool & Best-Practice Interaction To Close The Gap & Bring You Closer To Your Customers
Sabrina Rodríguez, Global Social Media Manager, Travelex


16.25 Evolving Customer Trends, New Technologies & Future Innovations – What’s On The Horizon For Developing Next-Level Customer Insights & Experiences?

  • Mike Cowen, Head of Digital Payments, Europe, MasterCard
  • Clive Grinyer, Customer Experience Director, Barclays
  • Edward Rice, Head of Digital EMEA, AIG Europe Ltd
  • Paul Whitehead, Commercial Director, uSwitch.com


16.50 Anticipating & Preparing For Upcoming Regulation To Create Adaptable Insight & Experience Models Which Can Be Updated To Fit With Ever-Changing Regulatory Requirements
Stephanie Smith, Director – Operations, Retail, Allianz Insurance Plc

17.10 Chairman’s Closing Remarks & Official Close Of Conference Day

Consolidate your learning from the main conference day at these separately-bookable, post-conference, half-day workshops: 23rd June 2016

AM) Customer Journey Strategy: Designing, Implementing & Mapping Seamless, Engaging Multi-Channel Journeys For Improved Customer Experiences

08.45 Registration & Coffee

08.45 Morning Workshop Registration


09.00 “Outside-In” Approaches To The Customer Journey That Reflect Your Company’s Customer-Centricity & Align With Customer Demands


09.45 Connecting The Dots To Map Cross-Channel Customer Journeys For A Complete Picture Of The Customer Experience

10.30 Refreshment Break & Networking


11.00 Getting Digital To Work Alongside Other Channels For A Fully Integrated Customer Journey

11.45 Morning Workshop Closes

PM) Measuring Customer Experiences: Quantifying & Measuring The Value & ROI Of Your Customer Experience Strategies For Continued Investment In The Customer

13.45 Afternoon Workshop Registration


14.00 Assessing Your Measurement Needs


14.45 Fine-Tuning Your Measuring Strategy In Practice

15.30 Refreshment Break & Networking


14.00 Proving ROI & Securing Senior Stakeholder Buy-In

16.45 Afternoon Workshop Closes

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 Multi-Channel Journeys, please email info@thecustomerconference.com.

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