Programme | Customer Experience Conference

Customer Experience Conference - 31 Speakers 1 Day!

Skyrocket Customer Interaction & Engagement With Fresh Digital & Personalised Customer Journey Innovations: Exceptional, Insight-Led Customer Experience Strategies Which Drive Commercial Success & Lasting Results

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

CUSTOMER EXPECTATIONS

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

Avoid over-promising and underdelivering! How can you realistically meet customers ever-changing priorities and expectations?
Stay ahead of the digital curve and deliver the updates and experiences that customers want tomorrow – today
Gen Z, millennials and over-75s… how can you keep up with the extensive and idly differing scope of customer expectations to deliver a seamless experience for all?

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

DIGITAL INNOVATION

09.45 Drive Forward Digital Innovation & Integration To Deliver Rich, Tailored & Personalised Customer Experiences Which Skyrocket Interaction & Engagement

Unlock new digital advancements which maximise automation and AI to guarantee a more immersive and personalised experience for your consumers
Deliver winning digital strategies which compliment your brand by understanding exactly what today’s customers expect and want from your digital strategies
Explore the brand new, digital innovations on the horizon that have the potential to revolutionise your CX

Rebecca Trebble, Head of Customer, The Very Group

10.00 2023 – Will It Really Be Any Different? Yes, Yes It Will

Sustainability becomes mainstream – changing demand from customers means that its no longer possible to pay lip service to ecologically friendly products and service. What challenges do we face as we try to include the green agenda in our marketing communications
Digital & Real World Merger – as marketers we are challenged by automation, artificial intelligence and scalability on a daily basis. Add to that new environments such as the metaverse and the challenges as digital and real worlds start to accelerate towards the inevitable collision what opportunities does this present
The Dawn of Data Realization – for years we have pursued that perfect customer record. To know all that can be known about a single customer but it now seems that this is not enough. With the intelligence we can now generate using our collective knowledge of customer how do you address the demands that this puts on your organization
Next Best Engagement – We understand the need to identify and act on the next best action in order to drive the sale of a product or the delivery of a service. But what of we turn it on its head and look at the next best engagement instead?

Mike Turner, Principal Business Advisor – CI Global Practice, SAS

10.15 Morning Refreshment Break With Informal Networking

NEXT-LEVEL PERSONALISATION

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

AUTOMATION & TECHNOLOGY

11.30 Balance The Latest AI & Automation Advances With The Human Touch To Deliver Seamless Yet Meaningful Customer Experience Strategies Across Your Business

Seal the deal with AI! What crucial developments within AI and automation can be employed to identify patterns in customer behaviour to power real-time and predictive analytics
Strike the right balance by humanising your digital strategies to ensure more meaningful experiences without losing the personal human touch which creates lasting relationships with customers
Chatbots, apps, virtual assistants, and voice recognition… what are the most effective tools that fit best with your customer profile?

Daniel House, Senior Customer Engagement & Support Manager, New Look

Sam Ashton, Senior Customer Operations Manager, New Look

CUSTOMER JOURNEYS

11.50 Refresh & Reimagine To Develop Successful Customer Journey Mapping Frameworks Which Captures Attention & Improves End-To-End Experiences

From acquisition to purchase point, get to grips with best-practice techniques that engage customers every step of the way
Learn from your mistakes by tackling customers’ pain points across their journeys to deliver painless, seamless, and next-level customer experiences
Build and implement a voice of the customer mechanism that is guaranteed to enhance customer experiences both online and offline
Grapple with the omnichannel momentum to ensure that all customer touchpoints are successfully mapped to provide integrated experiences and seamless journeys

Nicola Harris, Head of Customer Journey Management, Virgin Media 02

SPONSOR SPEAKER – Cowry

THE VOICE OF THE CUSTOMER

12.25 Reposition The Voice Of The Customer At The Centre Of Your Business, Harness Customer Research & Deliver Insight-Driven Customer Experiences

Re-energise your complaints culture and maximise customer feedback to really understand customer expectations today and deliver gold-standard customer experiences
Explore the latest new tools and technologies which can capture, measure and action VOC, and how to translate these insights and embed them firmly into your CX strategies
Leverage and truly listen to your customers at every stage of their journey to accurately build a snapshot of your customer base and match their needs
Social listening is vital! Utilise messages and notifications across social media platforms to authentically understand your customer relationships and perceptions of your brand

Lynne Pitwood, Head of Customer Experience, Newcastle Building Society

Natalie Mortimer, Head of Customer Outcomes, Newcastle Building Society

The Human Experience

12.45 How to make life better for customers and create a more successful organisation

John Sills, Managing Partner, The Foundation

13.00 Lunch & Informal Networking For Speakers, Delegates & Partners

13.30 Peer-To-Peer Discussion

Chris Hood, Sales Manager, Glassbox

13.30 Afternoon Chair’s Opening Remarks

Lynne Pitwood, Head of Customer Experience, Newcastle Building Society

CUSTOMER ENGAGEMENT

14.00 Successfully Navigate The Changing Customer Landscape & Stand Out From Competition With Sky-High Engagement Rates

Revamp your customer engagement strategies from acquisition to post-purchase to differentiate from competitors and secure long-term customer loyalty
Harness the power of the personal touch! Refresh your strategies to attract and engage existing and new customers for creative, tailored and gratifying experiences
What new infrastructure, tools, and technologies are rising to the top to help maximise customer engagement, and how can you make sure you implement them ahead of the curve?

Hannah Claytor-Scott, Head of Experience & Product Development, Parkdean Resorts

SPONSOR SPEAKER – OpenText

INTERNAL CUSTOMER-CENTRIC CULTURES - DOUBLE PERSPECTIVE!

14.35 Reignite The Crucial Link Between Happy Employees & Happy Customers! Ingrain Customer-Centricity Within Your Internal Culture To Deliver Exceptional Customer Experiences

Customer experience and employee experience – two sides of the same coin: explore innovative strategies to engage and create winning experiences for both parties
Your people are your greatest assets, so how can you ensure your employees feel valued, listened to, and supported in order to deliver exceptional customer experiences
Position customer-centric initiatives at the centre of your internal teams to create a customer-first mindset surrounding CX and drive commercial success

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

LOYALTY, RETENTION & ACQUISITION - Panel & Q&A

16.00 Develop Insight-Driven & Customer-Centric Loyalty & Retention Programmes Guaranteed To Build Deeper Relationships With Customers & Power Acquisition Rates

How can loyalty drive customer engagement? Determine exactly how customers want to be rewarded today, and tune in to ever-changing customer expectations to ensure you retain your consumer base
One size doesn’t fill all! Effectively capture and handle data around CX to drive improvements, retain your current customer base, and boost acquisition rates
Always leave them wanting more… determine innovative methods of retaining consumer’s post-purchase to uphold customer relationships boost retention

Piers Watson, Head of Customer Experience, NFU Mutual