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How Are 24 CX Directors Creating Exceptional, Insight-Led Journeys & Customer Experiences Which Deliver?

Map End-To-End Customer Journeys, Analyse Consumer Data, Measure Feedback & ROI, Leverage Cutting-Edge Digital, Social & Technology Innovations & Drive Customer-Focused Cultures For Outstanding, Consistent Multi-Channel Strategies

A One-Day, Brand-Led Conference & Networking Event, 27th February 2018, Millennium Mayfair, London. Download The Brochure. Book Before 2nd November & Save £150.

Insightful, Multi-Channel Customer Journey Mapping & Transformation, Measuring The Customer Voice & Feedback, Customer-Centric Cultures & Harnessing Cutting-Edge Digital & Technology Innovations For Exceptional Experiences Which Deliver Bottom-Line Impact

  1. Conversion-Boosting Customer Journey Mapping & Transformation: Track and deliver outstanding, best-in-class customer experiences across all touchpoints, every time
  2. Mission-Critical Customer Insights Through Savvy Data Analysis: Expertly navigate customer trends with timely and cost-effective data analytics
  3. Reap The Rewards Of Digital Adoption: Transform your digital experiences and explore exciting upcoming innovations to drive engagement and profit
  4. Consistent, Integrated Multi-Channel Experiences: Drive engagement, retention and sales through seamlessly-aligned journeys
  5. Prove Bottom-Line Impact: Innovative metrics to effectively measure and present concrete ROI figures
  6. Leverage The Customer Voice & Feedback: Leading methods in measuring experience and gauging pain points to exceed customer expectations
  7. Win Big With Forward-Thinking Technology & Innovations: Explore how AI, automation and upcoming technologies are tipped to reshape and disrupt the customer experience landscape
  8. The Full Power Of Social Media! Gain crucial customer insight and feedback and provide real-time, exceptional customer service
  9. Power Retention, Drive Loyalty: Decrease drop-offs and maximise conversions to boost profits and customer satisfaction
  10. Excite & Engage Internal Teams For Customer-Centric Cultures: Advanced engagement and inter-department strategies to build exceptional customer experiences

Book Before 2nd November & Save £150

Quote 'EB150' Under 'ID Code' When Booking Online

Click Here To Book

3 Years Of Insight, Inspiration & Innovation...What's New For 2018?

  • 24 Cross-Sector Customer Experience Leaders Speaking From The Front Line
  • Advanced, Cross-Sector Focus Covering: Retail, Finance, Transport, Gambling, Public Sector, Utilities, Telecoms, Charities & Much More
  • 11 Advanced Sessions Focused On Your CX Challenges
  • 5 Peer-To-Peer Discussions On: Social Media Engagement, Convince The Board, Customer Insight, Customer Journeys & The Personal Touch
  • Practical Takeaways
  • Speed Networking
  • 2 Conference Chairmen
  • Meet The Speakers Area
  • Central London Networking Venue
  • Open Q&A
  • 1 Unmissable Day

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

Book your exhibition stand and two delegate passes before 2nd November for just £1,949 +VAT (SAVE £550). Click here to book a 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 Customer Experience Conference - Engaging Journeys, Real Results

A One-Day, Brand-Led Conference & Networking Event, 27th February 2018, Millennium Mayfair, London

08:30 Registration, Coffee & Objective Setting

09:00 GIC Welcome, Interactive Voting Introduction & Morning Chairperson’s Opening Remarks
Gemma Passant, Head of Customer Experience, LV=

LV=


CUSTOMER JOURNEY MAPPING - DOUBLE PERSPECTIVE

09:15 Mapping End-To-End Customer Journeys To Develop Exceptional Customer Experiences & Maximise Conversion Rates

09:15 Perspective One
Carole Walker, CEO, Hermes

Hermes

09:35 Perspective Two
Patricia Kane, Director of Customer Experience, Paddy Power Betfair

Paddy Power


CUSTOMER INSIGHT THROUGH DATA & ANALYTICS - DOUBLE PERSPECTIVE

09:55 Gain In-Depth Customer Insight With Optimised Data & Analytics For High-Impact Customer Experiences

09:55 Perspective One
Jan Richards, Head of Insights & Planning, Dublin Airport

Dublin Airp

10:15 Perspective Two
Sarah Clark, Head of Insight & Evaluation, Department of Health

Dept of H


CUSTOMER VOICE & FEEDBACK

10:35 Innovative Methods Of Measuring Customer Experience & Implementing Insights From Customer Feedback To Fulfil Customer Needs & Expectations & Ultimately Boost Satisfaction

Jackie Ducker, Group Customer Experience Director, Kier Group

Kier

10:55 Morning Refreshments With Informal Networking


MEASURING ROI

11:25 How To Convince Your Board: Prove The Crucial Business Value of Customer Experience & Investigate The Most Efficient & Effective Metrics Of Measuring Bottom-Line Impact

Rachel Haworth, Customer Experience Director, Coventry Building Society

Coventry


RETENTION & LOYALTY

11:45 Minimise Drop-Offs & Maximise Retention By Recognising Problematic Pain Points & Leveraging Loyalty Schemes To Make Your Consumers Feel Really Valued

Wioletta Bogus, Head of Operations & Customer Experience, Glossybox

Glossy

12:05 Bonus Session: Reserved For Exclusive Conference Partner. Can you help customer experience professionals to drive exceptional results? For more information on how to get involved please call +44 (0)20 3479 2299 or email partner@thecustomerconference.com.

12:25 Lunch & Informal Networking For Delegates, Partners & Speakers


INFORMAL FACILITATED PEER DISCUSSIONS

A) Social Media Engagement
Grant Baillie, Head of Brand, CRM & Social Media, TravelSupermarket

TravelSuper

B) The Personal Touch & Fan Engagement
Sian Jones, Head of Customer Experience, Leeds Rhinos & Yorkshire Carnegie

Leeds Rhino

C) Customer Journeys
Rachel Whitaker, Head of Customer Transformation, Aviva

Aviva

D) Customer Insight
Helen Devine, Senior Manager, Customer & Marketing Insight, Asda

Asda

E) Convince The Board
Keith Fletcher, Head of Customer Journey Change Programme, E.ON

E.On

 

13:25 Afternoon Chairperson’s Opening Remarks
Tony Crane, Customer Experience Director, Bank of Ireland

Boi


DIGITALISATION

13:40 Promote Digital Adoption & Exploit The Rewards Of Digitalisation By Fostering Consumer Confidence Online Whilst Exploring What’s Next On The Horizon

Liz Citron, Head of Digital Transformation, Ministry of Justice UK

Min of Just


INTEGRATED MULTI-CHANNEL STRATEGIES

14:00 Drive Consistent, Seamless Multi-Channel Experiences Across All Touchpoints & Devices For Increased Customer Engagement & Returns

Rob Mansfield, Digital & Content Strategy Expert, Age UK

Age


HARNESSING SOCIAL MEDIA

14:20 Leverage The Multi-Dimensional Power Of Social Media As A Tool To Provide Real-Time, Personalised Customer Service & Gain Customer Feedback

Greg Suligowski, Head of Customer Experience, Merseyrail

Merseyrail

15:10 Afternoon Refreshments With Informal Networking


TECHNOLOGY & INNOVATIONS Q&A PANEL

15:40 Forward-Thinking Technological Innovations: Explore How AI, Automation & New Technologies Are Exciting, Disrupting & Changing The Landscape Of Customer Experience

Richard Lewis, Head of UX, Sainsbury’s

SainsburysStuart Jackson, Head of Digital Customer & User Experience, TSB

TshEstelle Levacher, Head of Customer Experience, Tesco Mobile

TescoMatthew Webster, Senior Customer Experience Manager, Virgin Atlantic Airways

Virigin AirwayJamie Dormandy, Head of Customer Service, RNIB

RNIB


INTERNAL CUSTOMER-CENTRIC CULTURES

16:20 Excite & Engage Front-Line Staff & Wider Teams Alike With Customer Experience Strategies & Customer-Focused Cultures That Optimise Customer Journeys & Experience

Lynsay Collins, Head of Customer Services, Heathrow Express

Heathrow


CUSTOMER SERVICE DESIGN

16:40 Build Winning, Insight-Led Customer Service Designs That Optimise Customer Experiences & Promote An Exceptional Brand Image

Richard Shenton, Head of Customer Experience & Continuous Improvement, Virgin Media Business

Virgin Media

17:00 Official Close Of Conference & Chair's Closing Remarks

If you are interested in getting involved, please call us on +44 (0)20 3479 2299 or contact info@thecustomerconference.com. To see our full list of conferences, please visit www.globalinsightconferences.com.