Book Before 5pm Today For Just £209* With Code ‘VIRTUAL’! What’s New & What’s Next For CX? How Are 31 Brands Overcoming 2021’s CX Challenges To Deliver Outstanding Experiences With Huge Results? 

Deliver Results With Future-Proofed, Insight-Led, New, Winning Customer Experience Strategies For Changed Customer Behaviours & Expectations
Navigate Changed Consumer Trends & Needs To Craft Outstanding Customer Journeys Which Clearly Deliver ROI • Translate Lessons Learnt From Accelerated Digital Transformation Into Future Customer Operations • Embed Customer-Focussed Cultures & Customer Feedback • Implement The Latest Tech Automation & AI • Cultivate Trust & Brand Reputation To Thrive In 2021 & Beyond. Follow Us @CXConf.

A One-Day Brand-Led Conference, 25th May 2021, Virtual Event. Group Discounts Available! Please call +44 (0)20 3479 2299 for more details.

Download Brochure Book A Virtual Pass Before 5pm Today For £209*! Quote ‘Virtual’ Under ID Code Deliver Results With Future-Proofed, Insight-Led, New, Winning Customer Experience Strategies For Changed Customer Behaviours & Expectations
Navigate Changed Consumer Trends & Needs To Craft Outstanding Customer Journeys Which Clearly Deliver ROI • Translate Lessons Learnt From Accelerated Digital Transformation Into Future Customer Operations • Embed Customer-Focussed Cultures & Customer Feedback • Implement The Latest Tech Automation & AI • Cultivate Trust & Brand Reputation To Thrive In 2021 & Beyond.
A One-Day, Brand-Led Conference & Networking Event, 4th March 2021, Central London OR Virtually. Follow Us @CXConf
Download Brochure Partner Brochure Book Here Today For Just £209!

31 Cross-Sector Customer Experience Professionals Share The Secrets Of Their Success In The ‘New Normal’: Tune Into Changed Customer Behaviours, Expectations & Feedback, Adapt To Digital Acceleration & New Tech Quickly, Build Customer-Centric Internal Cultures & Craft Insight-Led, Multi-Channel Customer Journeys Which Boost Customer Retention & Achieve Maximum ROI

  1. Mission-Critical Insights Into Changed Customer Behaviours & Expectations: Tap into changing customer trends for outstanding, engaging and memorable experiences
  2. Digital Experiences Accelerated: Deliver the latest virtual experiences and truly connect with customers without losing sight of the human touch
  3. Action The Voice Of The Customer: Tune into, measure and embed customer feedback and action customer research, data and analytics
  4. Build Trust, Loyalty & Reputation: Connect emotionally, reduce pain points and retain a long-term customer base which genuinely identifies with you
  5. Embed Internal Cultures Of Customer Centricity: Cement the importance of the customer throughout your organisation and engage employees to drive gold-standard CX
  6. Engaging Omnichannel Customer Journeys: Understand how customers really interact with your business today to create next-level, personalised experiences on all touchpoints
  7. Harness The Power Of AI, Tech & Tools: Generate bottom-line business results and impact with customers with the right tools and tech
  8. Prove ROI, Demonstrate The Strategic Value Of CX: Use the latest measurement techniques to win long-term buy-in into your customer strategies
  9. Future-Proofed CX Strategies To Drive Business Performance Through Uncertainty: As we move into a ‘new normal’, which CX and customer service innovations will endure into 2021 and beyond?

PLUS! What’s New At The 6th Annual Customer Experience Conference?

Go Virtual… It’s Easy! All you need is good internet access and a password which we will provide. No need to download any specific software or apps. Presentations and panels are live, and you can type in questions, take part in live polling and also comment on the social feed. For any breakout discussions, it’s just a normal zoom call. You can also direct message or request a meeting with attendees. Sessions will be recorded and will be available as on-demand content after the event.


Inspiring Speakers – Listen to market-leading, brand-side speakers as they share their hard-won insights and experiences with hot topic presentations and panels

Connect & Network – Networking is easy with the use of our discussion board, direct messaging facility, meeting request buttons, live polling and social media feed. Have your say and meet the other attendees

Live Chat – Pose your own questions and comment via the live chat function and interact with other delegates and speakers in real time

Virtual Roundtables & Peer Discussions – There will be breakout discussions during the day to discuss specific areas of interest with like-minded attendees to tailor your experience

Virtual Exhibition – Explore the ‘virtual exhibition stands’ and speak directly to our carefully-chosen exhibitors to help you tackle your business challenges directly

Virtual Face-To-Face Meetings – Start a conversation with fellow delegates or exhibitors and discuss your individual needs and challenges one-to-one

You’ll be in safe hands. Here’s what previous attendees of our Customer Experience Conferences have to say:

‘A great way to get you thinking again!’ 

‘Great insight into other businesses and how they deal with CX .’

‘Worthwhile and inspiring.’

This Is Your Unique Opportunity To Get Involved In Europe’s 6th Annual Customer Experience Conference!

Can You Help Brands Grow & Retain Their Customer Base With Exceptional Customer Experiences? For more information on how to speak, virtually exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email

Download The Partnership Brochure Here >>

“Well run conference. Good quality audience.”


“Excellent delegates, real discussions about upcoming projects.”


“Really interesting discussion topics, great delegate list.”


The Customer Experience Conference At A Glance


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Book A Virtual Pass Before 5pm Today For Just £209*! Limited Places Available

1 Inspiring Day. CX Directors From Industry-Leading Brands Address Your Toughest Challenges: Customer Behaviours & Expectations ✓ Digital Experiences ✓ Voice Of The Customer & Feedback ✓ Customer-Centric Internal Cultures ✓ Next-Level Customer Journeys ✓ Trust, Loyalty & Reputation ✓ Actioning Customer Insights & Research ✓ Tech & AI ✓ Measuring ROI ✓ Future Trends & CX Innovations  

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Co-Chairs’ Opening Remarks 

Danni Rush, Chief Customer Officer, Virgin Experience Days

Ravindra Rao, Senior Director Customer & Supplier Experience, Mondelēz International


09.10 What Do Customers Really Want Now? Tap Into The Latest Changes In Customer Behaviours, Trends & Habits To Consistently Exceed Expectations 

Jenny Whitehorn, International Director of Customer Experience, The Body Shop

Cliff Jones, Senior Product Manager, Customer Experience, Discovery

Rebecca Kemp, Head of Customer Journeys, Citizens Advice

Charlotte May, Group Head of Customer Research, Legal & General

OUR JOURNEY TO DIGITAL | Double Perspective

09.40 Real-Life Experience: As COVID-19 Forced Accelerated Digital Transformation, What Were The Challenges & Successes & What Have We Integrated Into Future Business?

09.40 Jonathan Brierley, Head of Digital, Design & Experience, Coutts

10.00 Diane Baynham, Head of Service Design, NHSX




10.15 Bonus Session Reserved For Cowry Consulting

Making Collections As Human As Humanly Possible: The Science Behind Exceptional Experiences

Jez Groom, Founder & CEO, Cowry Consulting

10.30 Morning Refreshment Break With Informal Networking

11.20 Informal Breakout Discussions

A) Personalisation

Claudia Adreani, Director of Customer Excellence, Boehringer Ingelheim

B) CX On A Budget

Cheryl Anderson, Head of Customer Engagement, Tata Steel Europe

C) How Can CX Drive Continuous Improvement?

Alison Lawrie, Head of Customer Experience, AkzoNobel

D) Negative CX & Complaints

Tobias Homolka, Head of Audit & Customer Service, Lidl GB

E) Digitalising Your Physical CX

Ian Copley, Director of Operations, Holiday Extras

F) Vulnerability & Accessibility

Kerri Ricketts, Head of Customer Experience, Govia Thameslink Railway


11.40 The Voice Of The Customer Has Never Been Louder: Make Sure You Are Tuning In, Measuring & Embedding Consumer Feedback In Your Strategy 

Michael Sherwood, Head of Customer Experience, Atom Bank

ENGAGING EMPLOYEES | Panel Discussion & Q&A

12.00 Ingrain Customer-Centricity Within Your Internal Culture For Gold-Standard CX Strategies To Drive Long-Term Business Performance 

Rhys Thomas, Customer Experience Director, Glide UK

Philippa Thomas, Customer Experience Director, L’Oréal

Gregory Henwood, Best For Customer Director, Direct Line Group

Cheryl Anderson, Head of Customer Engagement, Tata Steel Europe

Louise Evans, Head of Customer Experience, UCAS

12.30 Lunch For Delegates, Speakers & Partner

13.30 Afternoon Co-Chairs’ Remarks

Annette Hickey, VP Customer Solutions EMEA, PayPal

Clare Naunton, Programme Director Customer & Stakeholder Experience, National Grid


13.40 Build Effective Customer Journey Frameworks & Step-By-Step Guides On Delivering Seamless Multi-Channel Experiences 

Alistair Craxton, Head of CRM, William Hill


14.00 Build Trust & A Robust Brand Reputation To Retain Your Customer Base, Connect Emotionally & Ensure High Retention Rates Even Through Uncertainty

14.20 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email


14.40 Harness Customer Research, Analytics & Data For Actionable Insights Which Drive Customer-Centric Experiences & Boost Bottom-Line Results 

Elisabeth Fennell-Connell, Head of Customer Service, Moonpig


15.00 Best-Practice, Real-Life Examples Of How To Win Executive Buy-In, Implement Automated Tools & See Bottom-Line Business Improvement 

Simon Rennie, Head of Digital For Rolling Stock & Customer Services, Siemens Mobility

15.20 Afternoon Refreshment Break With Informal Networking


15.50 Utilise The Latest Measurement Techniques To Prove The True Value Of Your Customer Strategies & Win Long-Term Executive Buy-In

16.10 Bonus Session; Reserved For Exclusive Conference Partner

THE FUTURE OF CX | Panel Discussion & Q&A

16.30 Cement The Strategic Role Of CX & Customer Service To Prepare Your Business For The Unknown & Deliver The CX Trends & Innovations For 2021 & Beyond

Solomon Rose, Head of Customer Experience – Sales, Strategy & Support, Sky

Stanford Swinton, Vice President of Global Care & Customer Experience, Deliveroo

Linzi Hindle, Head of Customer Experience, DHL Supply Chain

Damian Coulton, Head of Customer Service, SSE Business Energy

17.00 Afternoon Co-Chairs’ Closing Remarks & Close Of Conference

Take A Look At Our Upcoming Sister Conferences Below:

Click Here For The Financial Services Customer Experience Conference Actionable Customer Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journey Strategies & Fuel Customer Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX.
A One-Day Conference & Networking Event, 24th June 2021 Click Here For The Customer-Focused Contact Centre Conference

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 23rd June 2021, Grand Connaught Rooms, Central London.

Global Insight Conferences is a rapidly-expanding and highly entrepreneurial conference company.  We only employ individuals who are passionate about conferences, passionate about their personal growth and performance and passionate about being the best.  Please send your CV with a covering letter to