Discover Transformational Strategies to Build Better Customer Experiences

The countdown is officially on before the Customer Engagement Transformation Conference doors open on 12^th June 2024 at 8:15 am. Taking place at The Brewery in London, 2024’s event will bring together more than 500 attendees and feature world-class case study presentations, roundtables sessions, and exclusive interviews.

The speakers you can look forward to hearing from include representatives from world-renowned organisations such as Monzo, Deliveroo, OVO, Sky, Virgin Media, Autotrader, AXA Health, NatWest, London Borough of Barking and Dagenham, DHL, Biffa, and more!

EXCLUSIVE INSIGHTS

Attendees at the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have transformed their strategies to meet customer demands and are reaping the rewards of loyalty as a result.

You’ll be witness to more than 30 world class speakers delivering exclusive content surrounding trending topics. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques, and insight you need to implement effective and successful long-term customer engagement strategies.

TRANSFORMATIONAL TOPICS COVERED

The conference will cover a wide range of topics, offering insight into transformation strategies that will enable you to offer better customer experiences – enhancing customer engagement in 2024. More specifically, our 3 content stages will explore:

• Data & Insights In The Customer Journey
• Innovation & Technology
• Customer Engagement Strategies For The Modern Customer
• Linking People With Our Customers
• Voice Of The Customer
• The Rise Of The Customer Service Design
• Unlocking Exceptional Customer Journeys
• Personalisation Of The Customer Experience
• Artificial Intelligence And Self-Service
• Harnessing Technology In Customer Engagement
• Digital Vs. Human - Striking The Right Balance For Customers
• Creating A Customer-Centric Organisation

ENGAGE CUSTOMER’S RESEARCH: BEGINNING THE TRANSFORMATION CONVERSATION

Setting the scene, host Martin Hill-Wilson will be joined by Jo Davies and Marcus Hickman - founders of Davies Hickman Partners to discuss Engage Customer’s new research about consumers, and the multiple expectations that they have when dealing with organisations.

Key to success is the engaging customers to drive competitive advantage and Jo and Marcus will discuss the role of transformational strategies and differentiation.

You’ll learn how and why organisations need a greater understanding of consumers’ expectations to have the right stakeholder conversations to spur customer engagement.

TRANSFORMATION: ELEVATING THE CUSTOMER EXPERIENCE

Over the course of the opening keynotes, the discussion will then turn to sessions on topics in the use of artificial intelligence to power customer service. Those featuring this include Sky’s case study: From Cost Centre To Benefit Centre, looking at how Sky are upskilling agents to join the department that focuses on technology giving advisors the chance to learn to code, build dashboards, run CICD and deliver £10m benefits back.

AI POWERED CUSTOMER SERVICE

The session, ‘Why Big Bus Tours Hopped-On To Ai-Powered Customer Service, Creating A Unique Approach To CX And An Experience Their Customers Love,’ discusses how globally recognised household name Big Bus Tours – which offers sightseeing experiences – is using Generative AI and Freshworks’ Freddy co-pilot technology to enhance customer support.

Get ready for an inspiring journey of innovation and success!

THE OMNI-CHANNEL CUSTOMER SERVICE SHIFT

‘Elevating The Customer Experience - The Imperative Shift To Real-Time Omni-Channel Customer Service’ considers the evolution of customer expectations, and the challenges businesses face. It’s all about customer delight, while making customer-centricity and customer engagement the core of a company’s strategy across each and every touchpoint.

Learn how technology can add real business value along the entire customer journey, and how it can work in practice and maintain high quality customer service.

DELIVEROO CASE STUDY: EXPLORING CONSUMER NEEDS IN AN EMERGENT CATEGORY

Over the last 11 years, Deliveroo has transformed the way people eat - and this is just the beginning. In a category still early in its maturity, keeping pace with consumer needs is vital if they are to capitalise on its strong growth potential.

This session will focus on Deliveroo Plus, a monthly subscription programme. Find out how the team leveraged the power of research to explore loyalty in an emergent category, and created a proposition that takes Plus to the next level.

NATWEST CASE STUDY: BUILDING OUR CUSTOMER ENGAGEMENT BUSINESS

NatWest’s case study offers insights into how to move from ‘recovery and restructure’ to sustainable growth. Achieve transformation with a customer-centric approach, and the key role that the acquisition of NatWest Rooster Money has played in engaging with the Youth and Families segment.

Join a spotlight session on our approach to families, the successes and insights from this fast-moving part of our business that is fostering sustainable growth.

EMPOWERING GROWTH BY EMPOWERING CUSTOMERS

The day’s fireside chat examines the importance of evolution, before revolution with Rebecca Brooks-Daw, Senior Customer Experience Strategy Manager at AXA Health. People often fear change, which should often be customer and market led. So, while a revolution sounds exciting, she explains why evolution plays a big role in transforming customer engagement.

Rebecca takes us through how AXA Health is embedding a customer-centric culture, empowering colleagues to listen to customers and take action to remove pain points, to develop more efficient and effective processes. The aim is to enable customers to do what they need to do, find what they want, and to comprehend their insurance plan. She reveals how to engage with customers in a way that creates appreciation for the value in their plan.

Find out about how to drive consistency for all audiences, across all channels and how this can be a great starting point for transformation.

It’s not too late! Register your free place here: Customer Engagement Transformation | Engage Customer