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
The Science Behind Exceptional Experiences
10.20 Bonus Session; Reserved For Exclusive Conference Partner
Ziba Goddard, Chief Consulting Officer, Cowry Consulting
Raphy March, Chief Design Officer, Cowry Consulting
10.35 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
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
Pierluigi Bosco, Global B2C CX Lead, Royal Dutch Shell
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