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Revitalise Your Customer Experience Strategies & Take Your CX Results To A New, Advanced Level! In Just 1 Week, Get Inspired By 28 CX Directors Including Sky, John Lewis & Virgin As They Reveal Insider Secrets To Craft Exceptional, Insight-Led Experiences Which Deliver Results

Inspire Internal Customer-Orientated Cultures, Apply The Latest Tech & AI In Practice, Conquer Soaring Customer Expectations At Every Point Of The Omni-Channel Journey, Leverage Savvy Digital, Social & Data Strategies, Harness The Customer Voice & Prove ROI: Exceptional, Insight-Led Customer Experiences Which Deliver Results

A One-Day Conference & Networking Event, 26th February 2019, One Great George Street, Central London | Download the brochure here 

Boost The Commercial Impact Of CX With Best-Practice Strategies Which Drive Customer-Centric Internal Cultures To Keep Up With Soaring Consumer Expectations; Discover The Latest Applicable Technologies & AI Available Which Enhance Every Point Of The Journey; Provide Actionable Insights & Feedback From Your Customers; Create Seamless, Omni-Channel Experiences Through Digital & Social:

  1. Unlock A Truly Customer-Centric Internal Culture: Drive a passion for CX across the business and put the customer at the heart of everything
  2. Game-Changing New Technologies & AI In Practice: Practical applications of the latest tech and AI for impressive customer experience and conversion rates that don’t lose the human touch
  3. Master Next-Level Customer Journey Mapping Strategies: Map and deliver outstanding experiences across all touchpoints, every time
  4. Conquer Soaring Consumer Expectations: Wow every time and stay ahead of the expectations game when customers want everything right now, 24/7
  5. Mission-Critical Customer Insights Through Expert Data Analysis: Drive business results and gain real insights with best-in-class data and trend analytics
  6. Listen To The Voice Of The Customer, Action Feedback: Measure and activate the customer voice with the best techniques, models and benchmarks available
  7. Embrace The Power Of Social Media! Tackle consumer feedback on social expertly and boost engagement to take full advantage of social channels
  8. Win Big With Exciting Digital Innovations: Transform your digital strategies and capitalise on the endless opportunities and innovations for future-facing, inspiring experiences
  9. Nail Holistic, Smooth Omni-Channel Customer Experiences: Transform your strategies from multi- to omni-channel for seamless, consistent journeys which boost engagement
  10. Prove Commercial Value, Win Buy-In: Secure senior backing with data and metrics which hammer home the impact of CX strategies

4 Years Of Insight, Inspiration & Innovation: What's New For 2019?

  • 28 Cross-Sector Customer Experience Leaders Speaking From The Front Line
  • 10 Advanced Sessions Focused On Your CX Challenges: Internal Customer-Centric Cultures ✓ Customer Expectations ✓ New Technology & AI ✓ Activating Customer Insight Through Data ✓ Customer Journey Mapping ✓ Measurable Customer Feedback & Voice ✓ Commercial Value & ROI ✓ Service Design ✓ Leverage Social Media ✓ Digital Experiences ✓ Holistic Channel Strategies
  • 6 Informal Discussions: Human Touch, Employee Engagement, User Centricity, Loyalty, Segmentation & Customer Choice
  • Advanced-Level & The Essentials of Journey Mapping Breakout Streams
  • 1 New Technology & AI Panel
  • Customer Expectations Experience Exchange
  • Cross-Sector Benchmarking Votes: What do customers really value and expect? Compare and contrast price vs. service, luxury vs. mass and your sector to see what works for others (and what doesn’t!)
  • NEW Interactive Agenda!
  • Practical Takeaways & Speed Networking
  • Central London Luxury Networking Venue
  • Open Q&A

10 Advanced Sessions Tackling Your Hottest CX Challenges: Internal Customer-Centric Cultures • Customer Expectations • New Technology & AI • Activating Customer Insight Through Data • Customer Journey Mapping • Measurable Customer Feedback & Voice • Commercial Value & ROI • Service Design • Leverage Social Media • Digital Experiences • Holistic Channel Strategies

See The Programme Outline Below For The Customer Experience Conference - Engaging Journeys, Real Results

Inspire Internal Customer-Orientated Cultures, Apply The Latest Tech & AI In Practice, Conquer Soaring Customer Expectations At Every Point Of The Omni-Channel Journey, Leverage Savvy Digital, Social & Data Strategies, Harness The Customer Voice & Prove ROI: Exceptional, Insight-Led Customer Experiences Which Deliver Results

08.30 Registration, Coffee & Morning Networking

09.00 GIC Welcome & Interactive Voting Introduction

To Participate In Live Polls & Q&A:

  • On your smartphone or tablet, visit
  • When asked for a Session ID, enter the word global

09.10 Morning Co-Chair’s Opening Remarks

Colin Rattigan, Marketing Director Europe, Lands' End

Internal Customer-Centric Cultures

09.15 Bring The Age-Old Saying ‘Happy Employees, Happy Customers’ To Life! Ensure Your Organisation Is Truly Customer-Centric & Drive A Passion For Customer Experience Throughout

Vicky Drummond | Director of Online Customer Experience - Academic | Cambridge University Press

Andrew Sykes | Customer First Programme Director | Cambridge University Press

09.35 Say Goodbye To Mediocrity & Hello To Excellence; Keep Up With & Manage Customers’ Rising Expectations For Experiences That Wow Every Time 

Customer Journey Mapping - Two Streams

09.55 A) The Essentials

Master The Essentials For Mapping Customer Journeys: Best-Practice Techniques For Mapping End-To-End Experiences

Nora Law | Head of Customer Experience | Nuffield Health

10.15 B) Advanced

Take Customer Journey Mapping To The Next-Level: Gain Control Of Excellent Experiences By Acquiring A Deeper Understanding Of Consumer Journeys & Driving Improvements

Marion Humeau | Corporate Head of Customer Journey & Digital Innovation | Groupe Renault

Your Customers Aren’t Listening (And Here’s Why)

10.35 Hear How We Help Our Clients Make Their Writing More Efficient & Empathetic In Order To Reduce Customer Effort & Drop-Out Rates, Boost NPS & Build Deeper Relationships & Loyalty

Emma Keens, Senior consultant, The Writer

10.50 Morning Refreshment Break With Informal Networking

New Technology & AI - Panel

11:20 Introduction From The Panel Host

Marcin Szymanski, CEO, XMReality~

11.25 Fresh, Practical Technology & AI Applications Which Don’t Lose The Human Touch & Increase Conversion Rates Whilst Meeting Growing Consumer Expectations

Greg Jenkins | Head of Digital Experience Products & Services | Three

Clare Willets | Brand Director & Head of Customer Experience | Virgin

Dawn Hemingway | Associate Head - Data Strategy | NSPCC

Tiffany Carpenter | UKI Head of Customer Intelligence Solutions | SAS Software

11.45 Bonus Case Study 

Liana Dinghile | Executive Strategy and Development Director, EMEA | Siegel+Gale

Activate Customer Insight Through Data

12.00 Expertly Harness Your Data To Deliver Exceptional Experiences & Gain Real, Actionable Insights Which Drive Business Improvements

Peter Mooney | Customer Insight Manager | Holiday Extras Ltd

Anneka Brazier | Customer Insight Analyst | Holiday Extras Ltd

12.20 Morning Round-Up & Lunchtime Notices

12.25 Lunch & Informal Networking for Speakers, Partners & Delegates

12.55 Informal Peer-To-Peer Discussion Zones

A) The Human Touch
Nicola Langley | Customer Experience Manager | Volvo Car UK Limited

B) Employee Engagement
Lindsay Mitchell | Consumer Engagement Director Personal Health | Philips UKI

C) User-Centricity
Chris Delaney | User Experience Lead | The Met Office

D) Loyalty & Retention
Rob Chandler | Head of Loyalty | Sky

E) Customer Segmentation

F) The Impact of Customer Choice on CX
Ross Irvine | Senior Product, Customer Experience & Commercials Manager Business Lending (VP) | Barclays UK

G) Customer Experience That Delivers Results
Charlotte Buckley | CX Manager | Musgrave


Tiffany Carpenter | UKI Head of Customer Intelligence Solutions | SAS Software

13.25 Afternoon Chair's Opening Remarks

Anthony Scammell, Strategic Service Development Director, Quilter

Measurable Customer Voice

13.40 Gather, Evaluate & Act On Valuable Feedback Using Best-Practice Techniques & Models For Measuring & Benchmarking Satisfaction Rates To Translate Into Your Strategies

Lisa Campbell | Head of Guest Experience | Las Iguanas

14:00 Bonus Case Study

Abdul Mullick, Head of Digital Transformation, Sky

Commercial Value

14.15 Prove The Worth & Commercial Value Of Excellent CX To Your Company By Harnessing Real Data & Analysis

Tony Crane | Director Customer Experience | Bank of Ireland

14.35 Delivering The Human Touch In CX Transformation Using Behavioural Science: How Can Behavioural Economics Help You Create Elegant & Effective CX?

Jez Groom | Chief Choice Architect | Cowry Consulting

14.50 Afternoon Drinks Reception With Informal Networking

15.20 Sky to announce the competition winner!

Service Design

15.25 John Lewis Case Study

Steve Kato-Spyrou | UX Manager | John Lewis

Social Media

15:45 Embrace The Power Of Social Media! Harness Social Platforms To Ensure You Are Engaging Customers & Responding Proactively

Chantelle Collins | Head of Consumer Engagement | Britvic


Transforming Customer Service From A Dusty Catalogue Business To A Modern Online Retail Giant

Mark Billingham, Financial Services Board Member & Group Customer Operations Director, Shop Direct

Digital Experiences

16.20 Where Is Digital Going? Exploit The New Opportunities Digital Will Bring & Skilfully Encourage Customers To Channel Shift Online While Retaining Your Personal, Human Touch

Emer Liston | Head of Customer Experience | Paddy Power Betfair

Holistic Channel Strategies

16.40 Increase Customer Engagement With Consistent, Seamless Experiences Across All Channels & Touchpoints

17:00 Co-Chair's Closing Remarks

17.10 Official Close Of Conference

Get Involved With The Customer Experience Conference - Engaging Journeys, Real Results:

Can you help customer experience professionals perfect their customers' journeys and experiences? For more information on on how to get involved please call +44 (0)20 3479 2299 or email

Book an exhibition stand and 2 delegate passes for only £2,799 +VAT. Please click here to book your stand. Alternatively call the team on +44 (0)20 3479 2299 or email

Press & Media Partners For The Customer Experience Conference - Engaging Journeys, Real Results:

CRMXchange is a premier website dedicated to providing information in an interactive environment for CRM/Contact Center professionals.  The site offers white papers, newsroom, monthly columns, a showcase for products and services for the industry, and free webinars on a variety of CRM and Contact Center issues.

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