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How Are Just Eat, New Look, Orange & Santander Delivering Exceptional Customer Experiences & ROI?

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.

19 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:

  • 19 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.

19 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


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

  • Jorge Mascarenhas, Head of Customer Experience, O2 (Telefónica UK)
  • Sarah Eborall, Head of Customer Experience, Barclaycard
  • Chloe Sherriff, Customer Experience Manager, New Look
  • James Scutt, Head of Customer Value Management, Post Office Ltd
  • Tim Carter, Head of Complaints & Customer Insight, Nationwide Building Society
  • Jan Richards, Head of Insights & Planning, daa (Dublin Airport)


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, News UK


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

10.35 Informal Networking & Morning Refreshments


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


11.25 Develop Seamless, Impactful Multi-Channel Experiences Which Engage Customers & Grow The Brand At Every Touchpoint
Francois Blanc, Head of Customer Experience – Customer & Innovation, Santander UK


11.45 Clearly Demonstrate The Value Of Your Customer Experience On The Bottom Line
Penny Rolington, Head of Global eCRM, Just Eat


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

Olga Potaptseva, Head of Customer & Market Insight, Domestic & General

Rob Oerton, Head of Customer Experience Strategy, East Midlands Trains

12.45 Lunch & Informal Networking For Delegates, Partners & Speakers

13.15 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) Netpromoter
Best-in-class hints and tips to utilise netpromoter as one of your most valuable measurement tools
Jackie Ducker, Group Customer Experience Director, Kier Group

C) 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


13.55 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, Global Director of Brand & Customer Experience, Bupa
  • Rachel Haworth, Customer Experience Director, Coventry Building Society


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


14.45 Quiz the speakers!
Pose your burning questions to our assembled panel of expert speakers


15.00 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
  • Ian Gibbs, Head of Commercial Insight, Guardian News & Media
  • Sholto Mee, Head of Customer Service, TalkTalk

15.30 Informal Networking & Afternoon Refreshments

16.00 Bonus Session; Reserved For Exclusive Partner. To get involved in The Customer Experience Conference, please call +44 (0)20 3479 2299 or email partner@thecustomerconference.com for more details.


16.20 Going Above & Beyond With Winning Customer Service For Profitable Customer Experiences Across Every Touchpoint & Channel
Vicky Brookes, Head of Customer Experience & IT, Weleda UK


16.45 Deploying Innovative & Winning Social Techniques Which Tap Into Audience Expectations For Decisive Real-Time Customer Service Responses & Authentic Feedback
Louise Moghaddam, Head of Customer Service, New Look

17.10 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.