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In One Inspiring Day, Discover Real-World Insights From 28 Leading Brands To Exceed Rapidly Rising Expectations & Ultimately.... Deliver Impressive ROI! Limited Seats Left - Book Now.

Drive Outstanding, Insight-Led Customer Experiences Which Deliver Results: Inspire Passionate Customer-Focused Cultures, Leverage Fresh Digital Strategies, Integrate New AI Technology & Effectively Journey-Map Across Multiple Channels With Insight-Led Decision Making Which Delivers Measurable ROI, Meets Soaring Expectations & Truly Embodies The Voice Of The Customer. A Brand-Led, One-Day Conference & Networking Event, 25th February 2020, The Law Society, Central London. PLUS! Don't Miss The Separately-Bookable, Post-Conference, Employee Engagement For Exceptional Customer Experiences Day, 26th February, London

5th Annual Event, Back By Popular Demand... 28 Cross-Sector Customer Experience Leaders Share Fresh Insights & New Strategies To Meet Rising Customer Expectations, Drive Customer-Centric Cultures, Leverage New Technology & AI & Unlock Customer Feedback & Insight For Seamless Multi-Channel Journeys & Meaningful Customer Experiences That Deliver True Value & Commercial Results:

  1. Inspire Exceptional Customer-Centric Internal Cultures: Ignite customer-first mindsets organisation-wide to deliver stand-out experiences for both employee and customer
  2. Conversion-Boosting Customer Journey Mapping: Create next-level journeys with innovative new strategies to constantly improve the customer experiences you provide
  3. Reveal Fresh Insights From Customer Data: Unlock a deeper understanding of your customer base with the right data analytics to deliver meaningful, targeted experiences
  4. Harness The Power Of New Tech & AI – In Practice: Realistically integrate new AI and automation technology for updated, personalised customer experiences
  5. Measure & Action The Voice Of The Customer: Understand how satisfied customers really are and efficiently action feedback
  6. Tap Into Customer Expectations, Trends & Behaviours: Exceed rising wants and needs with engaging, memorable and meaningful experiences
  7. Prove Commercial Value & ROI: Effective measurement techniques that impress leadership and command financial backing
  8. Balance Digital Experiences & The Human Touch: Retain the personal touch when innovating digital strategies to maintain effortless customer experiences and journeys
  9. Integrate Journeys Across Multiple Channels: Connect multiple touchpoints with holistic channel strategies for seamless customer experiences
  10. Exceptional Customer-Led Service Design: Ensure services meet customers wants, needs and expectations with accessible, insight-led service design

The Customer Experience Conference At A Glance


Senior-Level Speakers




Years Of
Insight & Inspiration


Satisfaction Rating In 2018


Advanced Topic Streams

Why This Customer Experience Conference? New Inspiration For 2020! Why 25th February Should Be The Date In Your Diary:

  • 28 Brand-Side Speakers In  Inspiring, Affordable Day
  • 98% Satisfaction Rate 2019!
  • New Customer Expectations Panel
  • 2 New Practical Case Studies: A) Leveraging The Contact Centre With Co-op B) Chatbot Implementation with Sky Betting & Gaming
  • 7 Informal Breakout Discussions: Complaints Resolution; CX Emotions Management Framework; Personalisation; Retention & Loyalty; Culture Change; Social Media; B2B

1 Inspiring Day. 28 Brands Address Your Toughest CX Challenges: Customer-Centric Internal Cultures ✓ Customer Journeys ✓ Insight-Led Decision Making ✓ Customer Voice & Feedback ✓ Customer Expectations ✓ Measuring ROI ✓ New Technology & AI ✓ Digitalisation ✓ Multi-Channel Integration ✓ Customer-Led Service Design

"One of the most useful conferences with some real takeaways!"

"Really valuable perspectives and a great day overall."

national grid

"Great opportunity to see how others are embedding customer experience in their way of working."


Drive Outstanding, Insight-Led Customer Experiences Which Deliver Results: Inspire Passionate Customer-Focused Cultures, Leverage Fresh Digital Strategies, Integrate New AI Technology & Effectively Journey-Map Across Multiple Channels With Insight-Led Decision Making Which Delivers Measurable ROI, Meets Soaring Expectations & Truly Embodies The Voice Of The Customer.

A Brand-Led, One-Day Conference & Networking Event, 25th February 2020, The Law Society, Central London

Please See Below For The Customer Experience Conference - Engaging Journeys, Real Results Programme Outline.
For The Full Agenda, Please Click Here >>

08.30 Registration, Morning Coffee & Objective Setting

09.00 GIC Welcome, Morning Co-Chairs’ Opening Remarks

Mark Billingham, Group Customer Operations Director, Shop Direct

James Coburn, Group Head of Customer Experience Strategy, Legal & General


09.20 Ignite Organisation-Wide Passion For Customer Experience With Engaged, Customer-Focused Employees

  • Great customer experience doesn’t happen without great employee experience! Keep your employees happy with innovative strategies to deliver the best experience for both parties
  • Convince employees across departments of the commercial benefits of CX to create and maintain a customer-first mindset centred from within the organisation
  • Leverage customer and employee data for a holistic view of your CX department and strategies to continuously improve both experiences


Christopher Howe, Change Director, BT Consumer


Christina Dolding, Head of Customer Experience, LVFS


Master Next-Level Customer Journey Mapping With Both Best-Practice Advice & Innovative Strategies To Continually Improve End-To-End Experiences

10.00 The Essentials

  • Get to grips with your journey mapping with best-practice techniques to engage the customer every step of the way
  • Effectively blend your journeys across online and offline for seamless transitions across all contact channel

Ifah Sivak, Head of CX Online Strategy, Dropbox

10.20 Advanced Customer Journeys

  • Innovative mapping ideas to take your customer journeys to the next level whilst preparing for the inevitable challenges when implementing new experiences
  • Balance the shift to omnichannel: ensure you are mapping across all the customer touchpoints for integrated experiences and journeys across multiple channels

Nicola Harris, Head of Customer Experience Programmes, O2 (Telefónica UK)

10.40 Morning Refreshment Break With Informal Networking

BONUS SESSION: Ensuring CX Success Within The Feedback Economy

11.10 Bonus Session From Our Conference Partner; Ensuring CX Success Within The Feedback Economy

  • How to listen to your customers in the new Feedback Economy and go beyond NPS
  • How to take actions efficiently based on omnichannel customer feedback
  • How to ensure that your brand and individual customer touch-points can rank higher in local search and be found more easily online
  • Why having a complete view of the comments and feedback your customers provide online is crucial to business success in the Feedback Economy

Bruce McKay, Director of Solution Engineering EMEA,


11.25 Proactively Collect & Analyse Data For Actionable Insights That Deliver Customer-Driven Experiences

  • Not all data is good data! Collect accurate insights into audience demographics, behaviours and purchasing drivers to really understand your customer base
  • Connect silos of information and drive insight through data – not just from NPS!
  • Tap into customer demographics to create personas, journeys and experiences that suit their wants and needs

Susanne Kennedy, Senior Customer Experience Manager, TUI


11.45 Leveraging The Contact Centre As A Source Of Value-Adding Insight

  • How the millions of conversations taking place in your contact centre can be turned into insights to improve customer propositions
  • Engaging stakeholders to ensure customer feedback is reviewed at the right level and acted upon
  • Closing the loop with dissatisfied customers through pro-active outreach

Claire Carroll, Head of Sales & Service, Co-op


12.05 Bonus Session Reserved For Exclusive Conference Partner

Jez Groom, Behavioural Economist, Cowry Consulting


12.20 Get To Know Your Customer Behind The Data With New Satisfaction Measurement Strategies That Capture The Customer Voice To Inform Business Decisions

  • Is NPS really the right measure of customer experience? What other options are there that suit your business needs and capture the right feedback?
  • Complaints, compliments, suggestions: with so many voices and opinions, prove you care by demonstrating you are listening to every interaction
  • Harness feedback from the most effective survey methods for satisfaction, loyalty and retention decisions that fully reflect the voice of the customer

Vinay Parmar, UK Customer & Digital Experience Director, National Express Ltd

12.40 Lunch & Informal Networking For Speakers, Delegates & Partners

Informal Peer-To-Peer Discussions

A) Complaints Resolution

Claire Charlton, Head of Customer & Conduct, Admiral Group Plc

B) CX Emotions Management Framework 

Patricia Sanchez-Diaz, Customer Experience Lead, Senior Manager, Centrica



C) Personalisation

D) Retention & Loyalty

E) Culture Change

F) Managing Social Media

G) B2B Customer Experiences

H) 5 Steps To Creating The Future Of Customer Experience

Manuel Tonz, Head of Customer Intelligence SAS Switzerland, SAS Software Ltd.

13.40 Afternoon Co-Chairs’ Opening Remarks

James Scutt, Head of Customer Experience, Post Office Ltd

Rebecca Hanson, Head of Customer Experience,
M&S Bank


Customer Experience 2030 – A Look Into The Crystal Ball

Manuel Tonz, Head of Customer Intelligence SAS Switzerland, SAS Software Ltd


,13.50 Tap Into The Latest Consumer Trends, Expectations & Behaviours For Memorable & Meaningful Experiences That Meet Rising Wants & Needs 

  • Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want – today!
  • With the current social and economic climate, how are others keeping up with changing demands and responsibilities to create a positive brand reputation?
  • Personalisation, plastic-free, social media: effectively leverage the latest trends for ultimate customer engagement both online and offline

Nicola Langley, Customer Experience Manager, Volvo Car UK

Ula Robinson, Consumer Experience Manager UK&I, Philips

James Elliott, Head of Operational Excellence, Bupa Global

Richard McCarthy, Head of Customer Service & Experience, Charities Aid Foundation

Julia Beresford, Head of Customer Services, Digital & Technology, Ministry of Justice

Sandra Fazackerley, Director of Customer Experience, Formerly O2 (Telefónica UK)

Lynzi Harrison, Customer Experience Director, LVFS


14.20 Prove The ROI & Bottom-Line Impact Of Excellent Customer Experience For Continued Leadership Backing

  • Gain leadership buy-in with the right measurement techniques to prove the true value of great customer and brand experience
  • Effectively measure return on marketing effectiveness to drive audience engagement
  • Act on feedback, data and insight to build a true picture of your customer experience and its genuine impact across the business

Catherine Blizzard, Director of Marketing & Audiences, BBC World Service


14.40 Seeing The World From The Outside-In

John Sills, Partner and Managing Director, The Foundation


15.10 Realistically Harness The Latest Technology & AI Advances To Improve Your Customer Experience Strategy & Future Operations

  • Create meaningful change by implementing the right technology: what are the newest tools and tech available and how can you practically integrate them into existing operations?
  • Personalise new AI tools across social media, chatbots and voice tech to ensure you don’t lose the human touch when automating processes
  • How does AI actually affect customer experience? Prove its impact on the bottom line for leadership buy-in

Nadia Ness, Head of Migration & Customer Readiness, Three.

Kirsty Macdonald, Head of Customer Experience, Bloom & Wild

James Brindley-Raynes, Global Product Manager Staff Digitisation, HSBC

Brad Young, Head of Customer Service Experience, Jaguar Land Rover

15.40 Afternoon Refreshment Break With Informal Networking


Bonus Session Reserved For Our Exclusive Conference Partner

Martin Taylor, Deputy CEO, Content Guru


16.10 Jump On The Channel Shift To Digital Whilst Retaining The All-Important Personal Touch For Exceptional Digital Journeys

  • Innovate your digital strategy whilst balancing the need for human interaction for seamless transitions from offline to online
  • Manage the shift away from traditional channels and track digital customers online to reap the benefits these newer channels bring
  • How can you bring customers on board with your future digital journey without shoehorning them into a channel migration they don’t want?

Pete Evia-Rhodes, Director of Customer Value, The Times & The Sunday Times


16.30 How have Sky Betting & Gaming implemented a new chatbot in a 200 seat Customer Experience Centre? From business case to integration, hear the impact of the chatbot on advisor experience, customer experience and average handle time, and, of course, their lessons learnt!

Sarah Simpson, Customer Experience Director, Sky Betting & Gaming


16.50 Effectively Join Multiple Touchpoints Together With Holistic Channel Strategies To Create Seamless Experiences Across All Customer Journeys 

  • Create a holistic service with consistent messages across contact channels for increased customer engagement in all interactions
  • Don’t lose sight of face-to-face! With various demographics of customer still valuing the personal touch, how can you balance different channels for the optimum multi-channel mix?
  • Tap into multiple channels across contact centres, social media and in-store to build a holistic view of your CX - and seek opportunities to improve it

Emilie Mouquot, Customer & Growth Director,


17.10 Consistently Hit Customers’ Needs & Expectations With Accessible, Insight-Driven Service Design

  • Not one size fits all! How to deliver great experiences for different customer types within the same store
  • Ensure your design caters to everyone: understand what is really needed for accessible, inclusive customer service and experience
  • How to use design thinking methodologies to deliver great customer experiences for all

Claire O'Grady, Customer Experience Designer, Musgrave Retail Partners Ireland

17.30 Co-Chairs’ Closing Remarks & Official Close Of Conference

PLUS! Join Us After The Conference For An In-Depth Practical Day On Winning Employee Engagement For Exceptional Customer Experiences: Drive A Culture Of Engaged, Motivated & Customer-Focused Staff & Leaders For Exceptional Customer Experiences Across Your Organisation
A Separately- Bookable, Post-Conference Workshop Day, 26th February 2020, Central London. 

Drive Culture Of Engaged, Motivated & Customer-Focused Staff & Leaders For Exceptional Customer Experiences Across Your Organisation

Please See Below For The Workshop Day Programme Outline

09.00 GIC Welcome & Chairs’ Opening Remarks

09.10 Meet & Greet
Get to know your fellow delegates – what are you hoping to get out of today’s sessions?

Customer-Centric Cultures

09.20 Create A Culture Of Engaged, Motivated & Customer-Focused Staff & Leaders For Exceptional Customer Experiences Across Your Organisation

  • Being customer-focused - it’s a buzzword! How can you truly bring this to life and include the customer in each and every strategic decision you make?
  • Overcome internal barriers and communicate your message effectively to drive people throughout the whole business towards customer-focused culture change
  • Engage employees during change and keep them aware of the commercial benefits of being customer-focused for long-term customer experience improvements

Sue Cashmore-Thorley
Head of Customer Experience, Vehicle Solutions
Hitachi Capital (UK) PLC

Employee Engagement

09.50 Happy Employees = Happy Customer! Ensure Your Front-Line Staff Are Satisfied To Continue Providing Enthusiastic, Efficient & Effective Customer Service

  • We know employee attrition affects the customer – so how do you keep your staff happy in order to continuously provide the best customer experience?
  • Trusting colleagues to make the right decisions for customers: giving customer-facing employees the agency to go above and beyond!
  • The days of flexible working are here! Treat your staff with an agile mindset – from hours to working location, can we build flexibility into our workplace?

Colin Christie
Head of People Services          
Northumbria Police

10.20 Morning Refreshment Break With Informal Networking

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

Winning Leadership Buy-In

11.20 Get Leadership On Board With A Customer-Focused Strategy For Financial Backing & Great CX

  • Winning buy in throughout the organisation for a fully customer-focused organisation
  • Chatbots, tools, tech, AI, webchat – these things don’t come without a price tag! Secure leadership buy-in with a clear business case for the commercial rewards of great customer experience
  • Go beyond paying lip service to ignite a real passion for CX from the top to create customer champions who support new processes and improvements

Would you like to join the speaker line-up? Please email for more information.

Employee Experience

11.50 Harness 360⁰ Insights Into People’s Drivers, Behaviours & Values To Inform Employee Strategies, Enhance Experiences & Further Benefit The Business

  • See the person behind the label: data-led strategies to develop human-centric customer and employee engagement approaches which address the individual
  • Reposition the business view to consider the employee your #1 customer
  • Not separate disciplines! Avoid siloed working to marry learnings and translate successes from one department to the other                                                          

Varun Nagalia  
Senior Manager Digital Employee Experience

12.20 Lunch For Delegates, Partners & Speakers

 13.20 Chairs’ Afternoon Remarks

Customer-Led Organisational Design

13.30 Create & Realistically Implement Organisational Design Improvements With A Genuine Customer-Centric Approach For A Truly Customer-Focused Business

  • Evaluating the customer journey, the experience and touchpoints to review organisational design and assess how it could be improved with the customer it’s the heart
  • Cutting waste, reducing frustrations, improving service… without compromising on results
  • The right people for the right experience: recruit and train the best talent for your CX team
  • Demonstrate the commercial benefits of designing your organisation around the customer to gain leadership and financial backing

Would you like to join the speaker line-up? Please email for more information.


14.00 Demonstrate The Tangible Impact Of Employee Engagement Investment

  • The age-old question – how do you actually quantify something as intangible as a good customer experience? Does NPS shed accurate light on your actual performance?
  • How customer-centric actually are you? What are the most practical yet effective methods to collect data on employee experience to inform your people strategy?
  • Quantify a tangible link between training, developing and trusting employees and an uplift in end-customer engagement

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

15.00 Afternoon Refreshment Break With Informal Networking

Rewards, Recognition & Retention

15.30 Reduce Turnover By Recognising & Rewarding Employees With Effective Incentives & Development Strategies

  • Implement innovative engagement, talent and L&D programmes to upskill and develop existing team members for reduced employee turnover
  • How can you incentivise and motivate your staff where their driver doesn’t come from within?
  • Not just money on the table! As employee values evolve, what do businesses need to do to demonstrate rewards and recognition?

Would you like to join the speaker line-up? Please email for more information.

Action Employee Insights To Drive CX

16.00 Experience-Sharing: How Have You Successfully Improved CX With Front-Line Employee Feedback?

  • What does it take to create a feedback culture where grassroots employees feel empowered to share suggestions for improvement?
  • Overcome internal hurdles to translate front-line staff insights and experiences into actionable change which improves the customer experience
  • What have the results been?

Practical Takeaways

16.30 Reflection & Breakout Group Discussions

Reflect on the day’s sessions with your peers: what key tools are you looking to explore further to advance your employee engagement strategy?

17:00 Close Of Workshop Day

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Founded in 2011, the Customer Experience Professionals Association is the premier global non-profit organization dedicated to the customer experience profession. CXPA supports the professional development of its members and advances the field by providing shared best practices and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.