1st March 2023, One Great George Street, Central London
08.30 Registration, Informal Networking & GIC Welcome
09.10 Morning Chair’s Opening Remark
Charlotte May, Group Head of Customer Research, Legal & General
09.10 What Are Customers Really Looking For Today? Keep Pace With Rapidly Changing Consumer Expectations To Consistently Deliver Tailored & Meaningful Experiences For Your Consumer Base
Nikki Saveker, Head of UX/UI, Holland & Barrett
Eifion Lloyd, Senior Manager, Customer Service Strategy, Transformation & Optimisation, Openreach
Stuart Balnaves, Deputy Director Customer Experience, Department for Education
Mark Anderson, Group Customer & Commercial Director, Go Ahead
Adam Bray, Director of Customer & Place Strategy, Savills
09.30 SPONSOR SPEAKER – Verint
09.45 Drive Forward Digital Innovation & Integration To Deliver Rich, Tailored & Personalised Customer Experiences Which Skyrocket Interaction & Engagement
Rebecca Trebble, Head of Customer, The Very Group
10.00 2023 – Will It Really Be Any Different? Yes, Yes It Will
Mike Turner, Principal Business Advisor – CI Global Practice, SAS
10.15 Morning Refreshment Break With Informal Networking
11.00 Power Data-Centric Personalisation Strategies Certain To Deliver Real & Long-Lasting Results
· Market research, demographic data, surveys and more – deep dive into your customer segmentation to personalise content and deliver top-notch customer experiences every time
· From passive to proactive personalisation… move beyond the basics to capture and utilise all available data to fuel personalised content and create a tailored experience for all customers
· What key advancements within AI and machine learning can be leveraged to maximise personalisation and boost customer engagement for your organisation?
· Engage with your customers anytime, anywhere, across
channels and in multiple languages, with complete journey control and campaign
automation. Conversational AI boosts revenue using impactful customer
engagement.
Courteney Sheppard, Head of Customer Contact, UCAS
Gianfranco Cuzziol, Group CRM & Personalisation Head, Natura & Co
Andy Hulse, CRM Operations Manager, BBC
Amanda Ramsahai, Customer Engagement Manager, DFDS
Neil Barman, Chief Growth Officer, Yellow.ai
11.30 Balance The Latest AI & Automation Advances With The Human Touch To Deliver Seamless Yet Meaningful Customer Experience Strategies Across Your Business
Daniel House, Senior Customer Engagement & Support Manager, New Look
Sam Ashton, Senior Customer Operations Manager, New Look
11.50 Refresh & Reimagine To Develop Successful Customer Journey Mapping Frameworks Which Captures Attention & Improves End-To-End Experiences
SPONSOR SPEAKER – Cowry
12.25 Reposition The Voice Of The Customer At The Centre Of Your Business, Harness Customer Research & Deliver Insight-Driven Customer Experiences
Lynne Pitwood, Head of Customer Experience, Newcastle Building Society
14.00 Successfully Navigate The Changing Customer Landscape & Stand Out From Competition With Sky-High Engagement Rates
Hannah Claytor-Scott, Head of Experience & Product Development, Parkdean Resorts
SPONSOR SPEAKER – OpenText
14.35 Reignite The Crucial Link Between Happy Employees & Happy Customers! Ingrain Customer-Centricity Within Your Internal Culture To Deliver Exceptional Customer Experiences
Claudia Adreani, Director of Customer Excellence, Boehringer Ingelheim Ltd
Suzanne Picciano, Business Excellence Manager, Marketing, Boehringer Ingelheim Ltd
14.55 Cam Wilson, Lead Customer Insights Executive, Huel
SPONSOR SPEAKER – Nshift
15.30 Afternoon Refreshment Break With Informal Networking
16.00 Develop Insight-Driven & Customer-Centric Loyalty & Retention Programmes Guaranteed To Build Deeper Relationships With Customers & Power Acquisition Rates
Piers Watson, Head of Customer Experience, NFU Mutual
Emma Headland, Global Ecommerce Specialist, Vodafone
Lara Alexander, Customer Experience Lead, Close Brothers
Dimitri Kyprianou, Managing Director – Go Inspire CX
Mike Williams, CRM Director, Vitality
16.40 Afternoon Chairs’ Closing Remarks & Official Close of The Conference
Nikki Saveker, Head of UX/UI, Holland & Barrett