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:
- Unlock A Truly Customer-Centric Internal Culture: Drive a passion for CX across the business and put the customer at the heart of everything
- 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
- Master Next-Level Customer Journey Mapping Strategies: Map and deliver outstanding experiences across all touchpoints, every time
- Conquer Soaring Consumer Expectations: Wow every time and stay ahead of the expectations game when customers want everything right now, 24/7
- Mission-Critical Customer Insights Through Expert Data Analysis: Drive business results and gain real insights with best-in-class data and trend analytics
- Listen To The Voice Of The Customer, Action Feedback: Measure and activate the customer voice with the best techniques, models and benchmarks available
- Embrace The Power Of Social Media! Tackle consumer feedback on social expertly and boost engagement to take full advantage of social channels
- Win Big With Exciting Digital Innovations: Transform your digital strategies and capitalise on the endless opportunities and innovations for future-facing, inspiring experiences
- Nail Holistic, Smooth Omni-Channel Customer Experiences: Transform your strategies from multi- to omni-channel for seamless, consistent journeys which boost engagement
- 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 ra.ombea.com
- 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
Tal Pelta | Enterprise Sales Executive EMEA | Bold360 by LogMeIn
11.45 Bonus Case Study
Mitchell Kirkham-Cooper | Associate Director, Business Development, 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
H)
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
16.05 BONUS CASE STUDY
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 partner@thecustomerconference.com
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 partner@thecustomerconference.com
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 info@thecustomerconference.com. To see our full list of conferences, please visit www.globalinsightconferences.com.