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Insight-Led Customer Experiences Which Reconnect & Resonate With Consumers For Winning Results: Craft Outstanding Customer-Focused Strategies Which Evolve With Changing Customer Expectations & Insights, Optimise Digital Tools & Technology, Re-Engineer Automated Processes, Engage Internal Teams, Power Omnichannel Journeys In A Hybrid World & Improve Loyalty & ROI For Cutting-Edge Customer Experiences Distinctive To Your Brand.
A One-Day, Brand-Led Conference & Networking Event, 23rd February 2022, Central London.

08.30 Registration, Informal Networking & GIC Opening Remarks

09.00 Morning Co-Chairs’ Opening Remarks

Dr. Christian Velten, Global Head Medical Customer Experience, Roche

 

Inés Maíz Sevilla, EU Assoc. Director Digital Customer Solutions, Strategy, Coca Cola Europacific Partners

NEW CUSTOMER BEHAVIOURS & EXPECTATIONS - Q&A Panel

09.10 What Do Today’s Customers Expect Post-Pandemic? Navigate New Customer Behaviours In A New World To Deliver Extraordinary Experiences

  • What new buying patterns are shaping purchase decisions and how can you harness these trends to deliver customer-centric strategies which target your audience?
  • Will online shopping continue to dominate the market? How can you ensure your customer strategies are right for your customer base?
  • How do you ensure your customer engagement strategies are inclusive and accessible for all?

Donna Walker, Customer Experience Director, Aviva

 

Jamie Dormandy, Head of Customer Engagement & Experience, RNIB

 

Laura Welch, Digital Delivery Performance Leader In Customer Self Service, Home Group

 

Susan Connolly, Sales & Marketing Director, Connolly Spar

 

Nora Zukauskaite, Global Marketing Director, Ciaté London; Lottie London; Skin Proud

 

Milon Harman, Head of Product Design & UX, Tes

 

Manuela Pifani, Senior Director of Customer Experience, ASDA

 

Andrew Lawson, Head of HR, Shakespeare's Globe

DIGITAL INTEGRATION & INNOVATION

09.40 Power The Convergence Of AI, Collaboration & Digital Tools For Technology That Compliments Your Brand, Improves CX & Boosts Engagement

  • Understand what today’s customer expects from online for a dedicated, personalised online experience
  • Unlock new digital opportunities to design richer, more immersive and personalised customer experiences
  • Which robust digital engagement strategies encourage positive engagement for meaningful, long-term relationships?

Ilko Batakliev, Global Head of Experience Design, HSBC

REIMAGINE DIGITAL - Case Study

10.00 Reimagine Digital With Customer-Focused Programmes Which Engage Employees & Excite Consumers

  • Get to grips with digital strategies that have a positive impact on both internal and external culture
  • Design digital programmes which are inclusive to customers and encourage internal networking
  • Practical tips to overcome unexpected challenges when implementing digital strategies

Becky Franks, Head of UX & Optimisation, The Co-operative Bank plc

 

Sophie Palmer, Scrum Master, The Co-operative Bank plc

 

10.20 Bonus Session; Reserved For Exclusive Conference Partner

10.50 Morning Refreshment Break With Informal Networking

RE-ENGINEER AUTOMATION & TECHNOLOGY

11.20 AI & Machine Learning Can Identify Patterns In Customer Behaviours To Power Real-Time & Predictive Analytics, But How Can You Humanise Digital To Deliver More Meaningful CX?

  • What have customers come to expect from navigating businesses online, and how will this shape automation strategies?
  • Determine how to automate operations without losing the personal touch that distinguishes your brand and create lasting relationships with customers
  • Create a digital strategy that prioritises UX across all platforms and captures customer feedback to continuously improve CX
  • Develop a blueprint to use technology to elevate human connection with your customers and make complaint handling low stress

Speaker To Be Announced

METRICS & MEASUREMENT - Case Study

11.40 Gain A Deeper Understanding Of Your Customers With Bespoke Measurement Programmes

  • Close the gap between expectations set by your brand and the customer’s perceptions
  • Understand and measure your customer’s experiences throughout their journey, across each touchpoint to deliver exceptional CX
  • Uncover what impacts customer feedback for where you should be focussing your efforts for change
  • Maximise KPI’s to ensure everyone in your business knows what is expected of them in your organisations’ journey towards customer-centricity

Mark Tofte, Product Manager, Sales Finance & Durables, Santander Consumer Bank

BLENDED CUSTOMER JOURNEY

12.00 In The Light Of The Covid Era, The Customer Journey Needs Refreshing - What Are The Impacts On Different Ways Of Working?

  • How are brands using customer insights to reshape end-to-end customer experiences and differentiate customer journeys amongst competitors?
  • Pivots to integrate offline and online journeys for seamless transitions across contact channels
  • Customer service in a hybrid world – what does that mean in terms of CX delivery?
  • Innovative mapping ideas to take your customer journeys to the next level whilst preparing for the inevitable challenges when implementing new experiences

Sharon Millard, Head of Contact Center Operations, Halfords

EMPLOYEE BUY-IN & CHANGING CULTURES - Q&A Panel

12.20 Tap Into The Critical Link Between Employee Engagement & CX For Customer-Centric Internal Cultures That Drive Commercial Success

  • Customer-centric initiatives must be encouraged within the internal team to ensure a higher level of customer centricity!
  • Gain buy-in from the leadership to the sales floor for strategic and consistent execution of CX
  • Equip, prepare and support staff when managing complaints using new technologies to redeem customers and deliver successful customer experiences
  • Review the hybrid workspace to encourage experiences which consider the health and wellbeing of both employees and your customers
  • How have brands maintained their customer culture in a hybrid working world and involved customers in that journey to power customer loyalty?

Nicola Harris, Head of Customer Journey Management, Virgin Media O2

 

Amy Brettell, Head of Customer, UK Claims, Zurich Insurance

 

Charlotte Buckley, CX Manager, Musgrave Retail Partners Ireland

 

Andrew Clayton, Former Global Head of Customer Experience, E.ON

 

 

Jonathan Brady, Senior Interaction Designer, Virgin Media O2

 

Laurent Christoph, Design Strategist, Lloyd’s Banking Group

 

12.50 Lunch For Speakers, Delegates & Partners

INFORMAL BREAKOUT DISCUSSIONS

13.20 Informal Peer-To-Peer Breakout Discussions

A) Covid Lessons Learned

Camila Diaz, Head of Product Design & Research, Moonpig Group

 

B) B2B vs. B2C Customer Experience

Inés Maíz Sevilla, EU Assoc. Director Digital Customer Solutions Strategy, Coca Cola Europacific Partners

 

C) Employee & Customer Experience

Susan Connolly, Sales & Marketing Director, Connolly Spar

 

D) Diversity & Inclusion

Milon Harman, Head of Product Design & UX, Tes

 

E) Multichannel Complaint Handling

F) CX On A Budget

13.50 Afternoon Co-Chairs’ Opening Remarks

Andrew Clayton, Former Global Head of Customer, Experience, E.ON

 

Carrie Timms, Director of Global Customer Marketing, EMEA, Facebook

 

14.00 Bonus Session; Reserved For Exclusive Conference Partner

OMNICHANNEL SUCCESS - Q&A Panel

14.20 Increase Your Brand Presence & Differentiate Amongst Competitors With Winning Omnichannel Marketing Strategies

  • As customers spend more time online, they will expect more from businesses – how can you harness a consistent voice across all platforms?
  • Uncover ways to integrate your CRM into your CMS to view and manage your content and your customers from one central location
  • How are businesses maximising social platforms and leveraging data to connect consumers for seamless experiences?
  • Explore the best tools and technologies to understand and map your customer journeys and touchpoints to perfect smooth omnichannel journeys

Dr Christian Velten, Global Head Medical Customer Experience, Roche

ACTION CUSTOMER INSIGHTS - Double Perspective

14.50 Harness Customer Research, Analytics & Data For Actionable Insights Which Reflect The Voice Of The Customer & Drive Bottom-Line Results

  • Leverage and listen to consumer data to build accurate customer profiles which capture their needs
  • Useful data strategies which combine consumer insights across your channel mix and develop new experiences for shoppers
  • Explore new methodologies such as design thinking, agile and service design programmes which can benefit CX
  • Map the touchpoints of customer journeys and translate insights into creative and gratifying customer experiences

14.50 Perspective One

Charlotte Buckley, CX Manager, Musgrave Retail Partners Ireland

 

15.50 Perspective Two

Tamás Kovalcsik, Head of Customer Intelligence, E.ON Hungaria

 

15.30 Afternoon Refreshment Break With Informal Networking

THE FUTURE OF CX

16.00 Develop Flexible CX Approaches Which Can Be Adapted In Times Of Uncertainty

  • When dealing with volatility, uncertainty and change, what does that mean for your brand and CX?
  • Understand what the recent pandemic and resulting market downturn taught us for adaptive and agile customer strategies
  • Assess which customer-centred programmes are here to stay to drive commercial success all year round

Ronan Gay, Head of Digital, Black Tomato

 

16.20 Bonus Session; Reserved For Exclusive Conference Partner

LOYALTY & RETENTION

16.40 Looking Beyond Survival & Bringing Consumer Confidence Back To Encourage New Customers & Business

  • How have businesses adapted to the pandemic through online shopping whilst ensuring offline users were not forgotten?
  • Top tips to ensure high retention rates and encourage repeat business even in times of uncertainty
  • Determine ways to innovate traditional loyalty programmes to get ahead of competitors and appear at the top of customer searches

Claire O'Grady, Senior Customer Experience Manager, Musgrave Retail Partners Ireland

COMMERCIALISATION & ROI

17.00 Prove The Worth & Communicate The Commercial Value Of CX With Metrics & Analytics For Future Funding

  • Proactively measure insights and customer feedback to demonstrate the financial benefit of exceptional CX to the business
  • Showcase the impact of research to tap into customer demographics for continued investment
  • It’s not just about creating a purchase environment, but continuously improving the customer journey for long-term stability

Rhea Fox, Head Of Marketing, General Insurance, Aviva

 

17.20 Afternoon Co-Chairs’ Closing Remarks

17.30 Official Close Of Conference