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Get Inspired By 28 Customer Experience Innovators As They Reveal Their Advanced Strategies For Exceptional, Insight-Led Customer 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 agenda here >>

08:30 Registration, Coffee & Objective Setting

09:00 GIC Welcome, Interactive Voting Introduction & Morning Chairperson’s Opening Remarks

Anthony Flack | Head of Digital Delivery | Santander

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

  • Drill home the commercial value of satisfied customers for increased conversion rates to secure organisation-wide buy-in
  • Discover what genuine customer-centricity looks like to enable your company to put the customer at the heart of everything
  • Successfully play the voice of the customer back to the business to activate change through feedback and drive active, passionate customer experience strategies
  • Inspire employees to become organisation advocates with innovative engagement strategies which motivate them to deliver exceptional experiences

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

Andrew Sykes | Customer First Programme Director | Cambridge University Press

Customer Expectations - Double Perspective

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

  • With satisfactory no longer cutting it, expertly manage and meet the demands of customers who want 24/7 service to achieve excellence throughout
  • With more information at their fingertips and power than ever before, keep up with evolving consumer habits and expectations
  • Stay ahead of the technology curve so you can meet rising expectations around speed of service and ease of access

Darren George | European Head CX NPS Insights | Samsung Electronics

10.15 Cross-Sector Benchmarking & Delegate Debates

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!).


Customer Journey Mapping - Two Streams

10.35 A) The Essentials

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

Customer journey mapping is the bread and butter of great customer experience, so how can you ensure you are doing it outstandingly from start to end?

Nora Law | Head of Customer Experience | Nuffield Health


10.35 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

Bring journey mapping to life! Implement the hard work you’ve done to bring about real change and influence journeys for greater conversions

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

10.55 Morning Refreshment Break With Informal Networking

New Technology & AI - Panel

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

  • Harness AI in clever ways and avoid the gimmicks to generate sales and increase conversion rates
  • What new technology is available for communicating with customers and developing superb experiences?
  • Discover what customers really think about tech and AI, are you meeting expectations at every touchpoint?
  • Avoid getting lost in the buzz of robotics and the latest flashy tech to deliver genuine, empathetic ‘human’ experiences

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

Richard Clarke | Director of Customer Experience & Contact Transformation | Paddy Power Betfair

Activate Customer Insight Through Data

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

  • Top methods to harness data for actual evidence about consumer trends and purchasing decisions
  • Drive customer experience and business improvements by activating real insights drawn out from your data
  • Harness the best tools and software to handle big data and gain useful insight

Peter Mooney | Customer Insight Manager | Holiday Extras Ltd

Anneka Brazier | Customer Insight Analyst | Holiday Extras Ltd

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

12.45 Lunch & Informal Networking for Speakers, Partners & Delegates

13.15 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

Measurable Customer Voice

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

  • Gain insightful, valuable feedback with excellent response rates without bombarding customers with the same old surveys
  • Don’t say you care, prove it! Action feedback to demonstrate to customers that their voice is valued
  • Measure satisfaction accurately with best-practice techniques and benchmarks to gauge how successful your CX strategies are against the competition

Lisa Campbell | Head of Guest Experience | Las Iguanas

Commercial Value

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

  • Tried-and-tested measurements and metrics to prove the ROI and commercial value of customer satisfaction to secure senior buy-in
  • Harness NPS and CSAT scores to illustrate the correlation between happy customers and ROI
  • Don’t forget the fundamentals: go back to the basics to drive real business improvement and increased ROI

Tony Crane | Director Customer Experience | Bank of Ireland

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

  • All humans, including your customers, have behavioural biases and mental shortcuts
  • Learn about how these learnings from Behavioural Economics have been applied in real-world businesses to improve customer and employee experience
  • After hearing about pinks walls to improve safety on construction sites, to doubling first contact fix rates in the Probation Service, to delivering ROIs of £37:1 in some of the largest pension companies in the UK, you’ll leave feeling inspired to try out ‘nudging’ to improve your CX

Jez Groom | Chief Choice Architect | Cowry Consulting

14.55 Afternoon Refreshment Break With Informal Networking

15.25 Bonus Session Reserved For Exclusive Conference Partner | 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

Service Design

15.40 John Lewis Case Study

Discover what service design really means and where it fits in your organisation by harnessing design thinking, agile and lean methodologies. A case study by John Lewis illustrating the skillsets needed to execute service design effectively and improve employee engagement for customer experience

Steve Kato-Spyrou | UX Manager | John Lewis

Social Media

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

  • Overcome the social media fear: best-practice advice to deal with negativity and complaints, avoid bad press and take advantage of positive comments
  • Harness social media potential; what can you do differently to engage and attract customers?
  • In the always-on-digital era, discover how best you can harness social media to cope with expectations of 24/7 availability and quick response rates

Chantelle Collins | Head of Consumer Engagement | Britvic

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

  • How can you successfully encourage your customers to adopt digital channels and capitalise on the benefits?
  • Build the human touch into your digital strategies to ensure your customers still feel valued
  • A look into the future: what’s on the horizon for digital? What should we look at adopting into strategies now?

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

  • Move from multi-channel to omni-channel by creating consistent, holistic experiences across the whole customer journey
  • Harness the right channels for the right service for optimised engagement and reduced frustrations
  • Implement new channels into your strategies successfully and seamlessly to engage a wider range of customers

Michele Swaine | Head of Customer Experience & Product | Camelot

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

If you are interested in getting involved, please email or call +44 (0)20 3479 2299. Please visit to see our full list of conferences.