a jam-packed day of diverse content covering all aspects of customer engagement
Hear from top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement.
Join us live at the The Brewery, London on the 26th November 2024 to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement.
Key facts
1000+ ATTENDEES
100+ presentations
ONE-DAY EVENT
roundtable sessions
CASE STUDY PRESENTATIONS
1-2-1 MEETINGS
What to expect
TOPIC STREAMS
Customer Engagement Transformation
In today's fast-paced digital era, organisations are faced with the task of meeting their customers' ever-evolving needs to stay ahead of the game. The advancement of technology has provided a multitude of opportunities to revolutionise the way organisations interact with their customers. Join this stream to discover how to thrive and win customer loyalty in an increasingly competitive landscape.
Data & Insights
Data and insights have the power to revolutionise the customer experience. By leveraging the wealth of information available, organisations can gain valuable insights into customer preferences, behaviour patterns, and needs. As well as this, organisations can identify pain points in the customer journey and implement targeted strategies to address them. By analysing customer feedback, purchase history, and browsing patterns, organisations can also tailor their offerings, ensuring each customer feels valued and understood. This stream will the demonstrate the power of data and insights for those looking to enhance the customer experience.
Creating a Customer-Centric Culture
At the heart of a customer-centric culture lies the belief that every interaction with a customer is an opportunity to create a positive and memorable experience. This stream will provide practical tips on how to align every aspect of your organisation towards understanding and meeting the needs of your customers. By cultivating a customer-centric culture, you can establish a relationship-driven approach that not only attracts new customers but also fosters loyalty among your existing ones.
Strategies to Enhance the Customer Journey
Implementing a successful customer journey strategy is a complex task, as each organisation and customer is unique. With unpredictable customers and varying interaction patterns based on individual needs and industry, the key to a successful customer journey map is the data sources available to us - they help highlight common pain points, as well as opportunities that lie within touchpoints. This stream aims to uncover strategies that organisations can create a seamless and omnichannel experience that leaves a lasting impression.
Customer Service and Success
Customer service is the foundation upon which successful organisations thrive. It is not just about resolving customer issues, it is about creating exceptional experiences that leave a lasting impression. Join this stream to gain valuable insights from industry leaders who have successfully revolutionised customer service/success within their organisations. Discover practical and actionable techniques that can be implemented to transform service and drive unprecedented success within your own organisation.
Marketing's Role in Enhancing CX
Marketing's role in enhancing CX cannot be understated. From brand positioning and perception shaping to customer engagement and personalised experiences, marketing acts as a catalyst for creating exceptional customer journeys. Join this stream to learn how, by continuously adapting to evolving customer needs and expectations, marketers can drive customer satisfaction, loyalty, and ultimately, business growth.
The Future of CX
The world of customer engagement and experience is evolving and evolving rapidly. The pace of change continues to accelerate. Join this stream to ensure your CX strategies are fit for what the future holds.
Creating Value in the Contact Centre
Contact centres are ideally placed to become the beating heart of an organisation. With the contact centre space providing a significant, growing opportunity for customer experience, these touchpoints provide a powerful tool to transform the success of an organisation in today’s digital world.
Evolution of Voice of the Customer
The role of customers has become increasingly vital in shaping the development of services and products across various channels. The Voice of the Customer stands as a pivotal aspect in the formulation of effective customer engagement strategies. This stream will demonstrate how to implement a successful voice of the customer strategy.
The Evolution of CX Service Design
Service design is a rapidly evolving field that builds upon the concept of the customer journey. In today's digital age, service by design has become an absolute necessity. As consumers become more tech-savvy, their expectations have skyrocketed, demanding nothing less than a flawless and effortless experience every single time. This has led to an increased emphasis on service design, as organisations recognise the importance of meeting and exceeding these heightened expectations. This stream will demonstrate how, by prioritising service by design, organisations can ensure that they not only meet customer demands but also create a lasting impression that keeps them coming back for more.
Artificial Intelligence and Robotics
The rapidly advancing technologies in the field of AI and Robotics offer numerous possibilities for organisations to address the challenges they face in enhancing relationships with their customers. Join this stream as we demonstrate how leading organisations are utilising new technologies to transform success.
Using Customer Insights to Personalise CX
With 91% of consumers saying that they are more likely to shop with a an organisation who make personalised recommendations to them, this really is the future of customer experience.
The best way to find out exactly what your customers want is to utilise the insights we hold on them in order to create an experience that's right for them. This stream will teach you how to do just that.
Customer and Employee Engagement
The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven a clear path from engaged employees to engaged customers to improved performance and profitability.
Innovative and Disruptive Strategies in CX
In today's rapidly changing landscape, staying ahead of the competition requires more than just delivering exceptional products or services. It demands a deep understanding of the customer experience and the ability to harness innovation at its core. This stream delves into the power of innovation and how it can be leveraged to form a winning strategy that not only satisfies customers but also gives you a significant edge over your competition.
Linking Voice of the Employee and Voice of the Customer
The growing connection between the Voice of the Customer and the Voice of the Employee is a significant trend in the industry. Strategies centreed around VOC and VOE are among the most dynamic in the realm of customer and employee engagement. This stream is designed to assist you in unlocking the multitude of benefits for your organisation.
Engaging with the Digital Customer Across the Enterprise
Engaging with the digital customer across the enterprise is not just about technology - it's about building meaningful relationships and fostering customer loyalty. At our company, we believe that every customer interaction is an opportunity to build trust and create a lasting impression. By combining our expertise in digital strategy, data analytics, and customer experience design, we help businesses transform their customer relationships and drive sustainable growth.
In today's digital age, the customer is king, and successful businesses are the ones that prioritize engaging with the digital customer across the enterprise. With our comprehensive solutions and unwavering commitment to excellence, we empower businesses to embrace digital transformation and deliver unparalleled customer experiences. Together, let's unlock the true potential of your business and create a digital customer journey that sets you apart from the competition.
Alex Scott MBE
BBC Sport and Sky Sports Former professional footballer, pundit and presenterCommentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
Gail Emms MBE
Former World Champion Badminton playerWith Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
Matthew Harwood
Natwest Head of Customer CommunicationsLindsay Mitchell
Harrods Head of Customer Service ExperienceA Strategic Head of Customer Engagement & Experience who has a relentless passion to ensure customer centricity sits at the heart of the business. I have often been told I have Grit; positivity, perseverance, and passion towards achieving long term goals. I love to master new challenges and see problems as an opportunity to innovate. I have enjoyed a long career working across a variety of both B2C and B2B businesses and functions enabling broad vertical experiences and exposing me to the full spectrum of business models. My diverse background in sales, operations, customer experience, business marketing, digital marketing and eCommerce has delivered insights that allow me to successfully deliver value to different customer audiences. I continually strive for new assignments that not only stretch myself but build new perspectives on the customer. I am passionate about leading teams that love to test, design and explore programs that enrich and influence customer relationships and overall improve customer experience. I drive and lead change, am an effective communicator and draw energy from managing people and developing talent
Matt Roberts
Formula E VP Business IntelligenceMatt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
Isobel Mills
Bloom & Wild Director of Customer Delighta huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
Sanjay Luthra
Diageo Global Head of Digital & Technology - Consumer Data & ActivationRebecca Powell
Ella's Kitchen Head of Customer CareAn experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
Nathan Sanders
Ford Head of European Contact CentresHello - I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.
Rosie Bailey
CitySprint Customer and Commercial DirectorRosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
Mark Kerr
BNP Paribas Real Estate Head of Customer ExperienceLouise Walsh
Utilita Energy Chief Customer Contact OfficerGabriel Ross
Homeprotect Home Insurance Head of Customer StrategyJames Dolling
Arriva Rail London Head of Customer InformationRailway professional working within sector for 10 years working on Major Projects and Change. Currently reviewing the provision of information within Arriva Rail London and partnering with TfL on how we can better support all need around London both in usual running and the complexities which disruption causes. As a concession there are differing requirements with the wider industry piece which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My role is to harmonise both objectives and deliver for London. I have just finished a 5 year strategy has been written focusing on centralising our data, cross channel consistency collaborating with the industry and maximizing our colleagues. How we provide information has been a pain point for all industries and whilst legacy systems sometimes hold back process and change it is navigating a way to benefit London’s public.
David Walker
OVO Head of Lifetime Customer ValueLynne Pitwood
Newcastle Building Society Head of Customer ExperienceLynne has an abundance of knowledge and 22 years of professional experience in marketing and customer service. Lynne is the Head of Customer Experience at Newcastle Building Society, having graduated from the University of Lincoln with a Bachelors degree in Business studies and a Masters degree in Strategic Leadership from Loughborough University.
Emma Cottle
Newcastle Building Society Digital Marketing ManagerEmma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Leon Ellerton
Experian Client Delivery and Customer Experience DirectorRozanna Short
GTR (Govia Thameslink Railway) Customer Experience Design Manager & Co-chair of The Women’s NetworkRozanna has been passionate about working with customers since her first job as a waitress at 15. After working in hospitality, she worked in Financial Technology for c.10 years before leaving her role as Customer Service Manager at what was then Spire Payments (formerly Hypercom – now Castle Payments), to join Govia Thameslink Railway in 2019. After working as Customer Relations Improvement Manager for 2 years she was promoted to Customer Experience Design Manager and is also proud to be the Co-chair of their Women’s Network.
Ian Hunt
Liberty London Customer Service DirectorCarl McCartney
Les Mills Customer Experience DirectorAnuradha Deshpande
GoCardless Director of Customer SupportKimberley Anthony
Tide Head of EngagementArianne Buhari
Utility Warehouse Operational Change ManagerChris Osborne
Messagebird Head of EMEA NorthChris Mounce
Evaluagent Quality and Coaching SpecialistChris Mounce is an award-winning Quality and Coaching Specialist who is passionate about sharing his expertise with the world. With a deep love of all things QA and coaching, Chris has dedicated his career to helping businesses, teams and individuals reach their full potential. Chris brings a wealth of knowledge and experience to the stage. His focus on digital training, technology and coaching sets him apart as a thought leader in the industry and his insight are invaluable for audiences of all backgrounds.
Leona Heymerdinguer
Blackhawk Network Head of Customer Engagement PropositionsWith 18 years of profound expertise in the enterprise market, particularly in the domains of consumer acquisition, retention, loyalty, engagement and compensation solutions, Leona emerges as a visionary and pioneering business leader. Her dedication to nurturing customer relationships throughout their entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive experience spanning diverse industries and exhibits a resilient commitment to infusing the market with innovation, achieved through the artful simulation of consumer behaviour and actions via ingenious, reward-centric solutions.
Dylan Bowman
Ada Customer Solutions Senior DirectorJoel Viotti
Swisscom Business OwnerMatthias Goehler
Zendesk Chief Technology Officer, EMEALisa Garthside
Medallia Director, Professional ServicesRyan Slade
SurveyMonkey Account ExecutiveNadine Edmondson
EvaluAgent Director of Product Marketing and GTMChristoph Borner
Cyara Senior Director, DigitalJack Gaylor
Freshworks CX Account LeadJamie Gamble
Freshworks CX Account LeadCallum Lewis Jones
Freshworks Head of UKI Field MarketingAdele Jolliffe
Kantar Head of Brand ConsultantsMike Stewart
Arvato Head of Intelligent AutomationAlex Bentley
XpertRule Chief Revenue OfficerAndy Walker
Medallia Strategic Sales DirectorJon Burg
Techsee Head of Strategy (Marketing)Dorothy Chong
Treasure Data Senior Marketing Manager EMEAIPeter Aitken
Kantar Head of Customer Strategy & InsightsSteve Brockway
Maru Chief Research officerSteve is a 30-year research veteran who drives client outcomes and relationships through advisory support on methods, platform capabilities and implementation, He has published thought leadership articles on CX metrics advising clients on best implementation for success and engagement. He has developed company IP through creating a new unique platform capability utilizing AI to classify unstructured text and automate driver analysis capabilities. He Increases quality of insight and actionability through launching and training new software capabilities, including system 1 capabilities to humanize data beyond the rational response.
Leon Widdicombe
MessageBird Business Development DirectorJean-Francios Damais
Ipsos Global Chief Research OfficerDamian Long
Ipsos DirectorBrian Weston
Institute of Customer Service Head of Research and insightBrian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers from consumers and small businesses to large, global corporates and government departments. He began his career in BT managing a busy customer service operation in the North East of England. Brian’s research for The Institute has examined Evolving Customer Behaviours, Employee Engagement and Customer Satisfaction, the People and Technology Interface in Customer Service, Service Productivity and the Relationship between Customer Satisfaction and Financial Performance. Brian holds a degree in Modern History and French from New College, Oxford and a Masters degree in European Policy and Management from Birkbeck College, University of London.
Akshay Jain
Freshworks Head of Solution Engineering, Freshworks UKIJohn Sills
The Foundation Managing PartnerJohn Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
Jonathan Myers
Uniphore Sales DirectorJames Livingston
JLR Global Customer Experience Insights ManagerGrigor Kotzev
Khoros Head of Business Value ConsultingJamie Thorpe
Ipsos Head of Experience Management (XM)Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
Krishna Raj Raja
SupportLogic CEOKrishna founded SupportLogic to help transform the role of customer support, bringing a depth of experience in the service and support industry. As the first hire for VMware India, Krishna built the company’s support organization into a multi-thousand headcount global organization. After VMware, Krishna founded a successful startup and then soon returned to his roots – noticing that the major shifts in the B2B model were creating critical gaps in the capabilities of support teams. SupportLogic was founded in 2016 and now helps some of the largest B2B technology companies in the world to optimize their support experience.
Toby Mankertz
Columbus Principal Business Transformation AdvisorCallum Whitton
Formula E Senior Fan Experience ManagerCallum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Steve Lyon
Columbus Customer Engagement SpecialistAndrew Jones
Watson-Marlow Head of Sales Excellence & GovernanceAndrew has over 20 years experience leading customer service and sales teams to deliver world class customer service, most recently leading a global project team to deliver a global CRM and change management program.
Keith Barrow
Verint Director, Solutions ConsultingMarcio Rodrigues
TechSee Vice President of Strategic SalesMarcio Rodrigues is a trailblazing visionary at the intersection of AI, innovation, and next-generation service. With a relentless passion for pushing the boundaries of technology and transforming the way we interact with the world; Marcio Rodrigues has become a driving force in shaping the future of our digital landscape. As a pioneer in artificial intelligence, Marcio Rodrigues has harnessed the power of AI to create ground-breaking solutions that not only enhance efficiency but also deliver unmatched experiences. With a relentless drive to push the boundaries of what's possible, Marcio Rodrigues is a true catalyst for change, not only shaping the future but also inspiring others to join the quest to unlock the immense potential of AI, foster innovation, and usher in the era of next-generation services that will redefine the way we live, work, and play.
Martin Hill-Wilson
Brainfood Consulting FounderGerry Brown
Customer Lifeguard Chief Customer OfficerBrandie Deignan
Pier Health Group Chief Executive OfficerIn early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.
Nicholas Brice
Soul Corporations CEODave D'Arcy
Laughing Leadership Founder & Managing DirectorAdditionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
9.00 - 9.10
Opening Remarks
Our Main stage Morning Host Martin Hill-Wilson sets the scene for a day discussing "The Pivotal Role of Human-Centricity in Cultivating Customer Belonging".
Speaker:
Martin Hill-Wilson
Brainfood ConsultingFounder
9.10 - 9.30
Opening Keynote: The UK CX Report 2023
For most of us, times are still challenging. While the immediate pandemic threat has receded (but not disappeared), many other factors – political, economic, social and environmental – continue to disrupt our lives. In today’s polycrisis world, lives are changing – often not for the better – and customers are adjusting their priorities, expectations and loyalties as a result.
More than ever, building strong relationships by delivering what customers really want and need is a business imperative for organisations wanting to secure and grow market share and revenue.
Join our Opening Keynote session where we reveal the findings from our joint ‘2023 Global Voices of Experience’ research with Ipsos.
We’ll be revealing why the top three priorities for CX teams are:
- Focusing on strategic roadmaps
- Delivering personalised customer experiences
- Closing the gap between brand promise and CX delivery
Speakers:
Jean-Francios Damais
IpsosGlobal Chief Research Officer
Jamie Thorpe
IpsosHead of Experience Management (XM)
Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK (#3 in 2022). His in depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
9.30 - 9.50
The Intelligent Heart of Customer Experience: Harmonising AI and Human Empathy with Zendesk & Liberty London
Speakers:
Matthias Goehler
ZendeskChief Technology Officer, EMEA
Ian Hunt
Liberty LondonCustomer Service Director
9.50 - 10.10
Headliner: An Interview with Alex Scott MBE, Former Arsenal Captain, England Centurion and BBC & Sky Sport Presenter
Our exclusive Opening Keynote features an interview with Alex Scott MBE, hosted by Gail Emms MBE, Former World Badminton Champion and icon of British sporting success. We’ll be focusing on:
- High-Performance Team Mentalities
- Building Successful Teams
- Leadership and Becoming Your Best Self
- Overcoming Adversity
- Breaking Through Glass Ceilings as a Female in a Male-Dominated Industry
Speakers:
Alex Scott MBE
BBC Sport and Sky SportsFormer professional footballer, pundit and presenter
Commentary line up. Alex has been involved in co-presenting Match of the Day Kickabout most Saturday mornings as well as forming part of the presenting team for The Women’s Football Show on Sunday evenings. She also took to writing a weekly women’s football column in the Morning Star and is a regular face on Premier League Productions’ Fan Zones. Away from the world of football, Alex took part in and won Bear Grylls: Mission Survivor and the Sports Relief Strictly Come Dancing special in 2018. Along with her achievements in broadcast, Alex has undertaken some exciting commercial and ambassadorial opportunities. In 2018, Alex began her partnership with Cadbury’s alongside Jamie Redknapp and Ian Wright, which is to continue into this year. She has also begun an ambassadorial role with Nike and is continuing her relationship with Barclays as a key spokeswoman for their move into the world of Alongside this, Alex is an ambassador for Arsenal Football Club. Alex is also heavily involved in charitable projects, working with Premier League Communities and launching the Sky Ocean Rescue and Premier League Plastic Pollution Challenge. She also opened The Alex Scott Academy in 2012 in partnership with Kingston College and Puma, the first of its kind for women in the UK. Alex wanted to create an academy system that not only focused on training but also focused on working towards qualifications, providing players with an unrivalled calibre of training, skill development and match play all while promoting excellence in the class room as well.
Gail Emms MBE
Former World Champion Badminton player
With Team GB achieving unprecedented Olympic success and the whole of the United Kingdom fascinated by the sporting world, Gail Emms MBE is an icon of British sporting success. Former world champion and having won a silver medal at the 2004 Athens Olympic Games with mixed badminton doubles partner Nathan Robertson, the sporting star can now look back on a career that saw her reach the very top of her sport. As one of Britain’s inspiring Olympians, Gail represents the very best of the nation’s sporting offering. Playing badminton from the age of four, she has shaped her career around the sport and began representing her country in 1995. Her appearances in both women’s and mixed doubles tournaments have seen her awarded with gold, silver and bronze medals and she consistently achieved results that saw her reach the top of the world rankings. Inspired by her family’s love of sport, Gail was destined for a glittering career. Now retired from professional competition, she has turned her attentions to sharing the hugely positive impact that sport can have on life and well-being, working as an ambassador for sport and inspiring young people to be more active.
10.10 - 10.30
Great CX Through Empowered Agents – Self-Serve Agent Culture at Utility Warehouse
Learn how Utility Warehouse’s innovative strategy allowed them to reimagine their CX, drive engagement, and adapt to a competitive business environment. Arianne Buhari and her team’s award-winning approach empowers their agents, fosters an empowerment culture with an emphasis on agent self-serve, and, of course, helps customers and families save money. Hear Arianne’s inspiring story of how Utility Warehouse built a CX culture of growth with the agent and the customer at its heart – and you can too.
Speakers:
Keith Barrow
VerintDirector, Solutions Consulting
Arianne Buhari
Utility WarehouseOperational Change Manager
10.30 - 11.00
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
11.00 - 11.20
The Future of Customer Engagement is Conversational: How To Ensure Better Business Results with Conversational Engagement Strategies
It is clear that the digital age we are living in has increased consumer expectations of brands and how we engage with them. We know that consumers now want communication to be on their terms- on a channel and at a time that suits them. But with shrinking budgets, difficulty tracking consumers due to the death of the third-party cookie, and siloed teams and tech stacks, how can we ensure we continue to meet (and exceed) our consumer's engagement preferences?
In this session, we'll explore how businesses like yours are elevating their communications strategies to deliver exceptional customer experiences, through conversational engagement.
Speakers:
Chris Osborne
MessagebirdHead of EMEA North
Leon Widdicombe
MessageBirdBusiness Development Director
11:20 - 11:40
Fireside Chat with Matthew Harwood, Head of Customer Communications at NatWest
Matthew will be delving deeper into how NatWest have transformed customer experience through digital transformation.
Speaker:
Matthew Harwood
NatwestHead of Customer Communications
11.40 - 12.00
Everything You Thought You Knew About Traditional Chatbots
Speaker:
Dylan Bowman
AdaCustomer Solutions Senior Director
12.00 - 12.20
Panel Discussion: It’s a Journey: What Are the Current Challenges and Opportunities in Customer Engagement?
Speakers:
Gabriel Ross
Homeprotect Home InsuranceHead of Customer Strategy
Kimberley Anthony
TideHead of Engagement
Rozanna Short
GTR (Govia Thameslink Railway)Customer Experience Design Manager & Co-chair of The Women’s Network
Rozanna has been passionate about working with customers since her first job as a waitress at 15. After working in hospitality, she worked in Financial Technology for c.10 years before leaving her role as Customer Service Manager at what was then Spire Payments (formerly Hypercom – now Castle Payments), to join Govia Thameslink Railway in 2019. After working as Customer Relations Improvement Manager for 2 years she was promoted to Customer Experience Design Manager and is also proud to be the Co-chair of their Women’s Network.
12.20 - 12.40
Innovation in CX Insight: Understanding Emotion Unlocks Powerful New Insight to Deliver Premium Experiences
Knowing how people humanize their experiences inspires action in a way that CX scores alone simply cannot achieve. Understanding people’s deeper emotional response, as well as their stated attitudes and scores, opens a whole new dimension of understanding which allows organisations to transform insights into meaningful actions.
Speaker:
Steve Brockway
MaruChief Research officer
Steve is a 30-year research veteran who drives client outcomes and relationships through advisory support on methods, platform capabilities and implementation, He has published thought leadership articles on CX metrics advising clients on best implementation for success and engagement. He has developed company IP through creating a new unique platform capability utilizing AI to classify unstructured text and automate driver analysis capabilities. He Increases quality of insight and actionability through launching and training new software capabilities, including system 1 capabilities to humanize data beyond the rational response.
12.40 - 13.40
Lunch Break
Head to the Expo Hall to enjoy a delicious free lunch, chat with peers and meet our sponsors.
13.40 - 14.00
Meet our Industry Leaders: A Fireside Chat with Nathan Sanders, Head of European Contact Centres at Ford
New for our 2023 agenda, we're interviewing some of the industry's most successful and experienced professionals and talking about their careers, how they've become a senior leader within the industry and the highlights (and some of the challenges) they've faced.
This interview is with Nathan Sanders, Head of European Contact Centres at Ford. Nathan will be delving into detail about his 27 year career at Ford and sharing how he's worked his way through 13 different promotions in this time.
Speaker:
Nathan Sanders
FordHead of European Contact Centres
Hello - I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.
14.00 - 14.20
JLR: Reimagining the Voice of The Customer
Speakers:
Damian Long
IpsosDirector
Andy Walker
MedalliaStrategic Sales Director
James Livingston
JLRGlobal Customer Experience Insights Manager
14.20 - 14.40
Newcastle Building Society Case Study: An Inclusive Approach to Inclusion
Speakers:
Emma Cottle
Newcastle Building SocietyDigital Marketing Manager
Emma Cottle is an experienced marketing professional with over 13 years experience in leading award winning teams, digital transformation projects and marketing initiatives to deliver growth to organisations through marketing strategy, digital content, improved UX, quality communications, plans and processes designed with customers at the heart.
Lynne Pitwood
Newcastle Building SocietyHead of Customer Experience
Lynne has an abundance of knowledge and 22 years of professional experience in marketing and customer service. Lynne is the Head of Customer Experience at Newcastle Building Society, having graduated from the University of Lincoln with a Bachelors degree in Business studies and a Masters degree in Strategic Leadership from Loughborough University.
14.40 - 15.00
AI and Its Place in the Contact Centre
Speaker:
Nadine Edmondson
EvaluAgentDirector of Product Marketing and GTM
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
15.30 - 15.45
Meet Our Industry Leaders: A Fireside Chat with Lindsay Mitchell, Head of Customer Service Experience at Harrods
New for our 2023 agenda, we're interviewing some of the industry's most successful and experienced professionals and talking about their careers, how they've become a senior leader within the industry and the highlights (and some of the challenges) they've faced.
This interview is with Lindsay Mitchell, Head of Customer Service Experience at Harrods. Linday is passionate about linking CX and EX and is a people-orientated leader. She loves to master new challenges and sees problems as an opportunity to innovate.
After over 20 years at Phillips, Lindsay has recently moved into a key leadership role at Harrods and is responsible for the delivery of world class service and setting a culture of consumer obsession, ensuring Harrods is consistently seen as the world's greatest luxury shopping destination.
Speaker:
Lindsay Mitchell
HarrodsHead of Customer Service Experience
A Strategic Head of Customer Engagement & Experience who has a relentless passion to ensure customer centricity sits at the heart of the business. I have often been told I have Grit; positivity, perseverance, and passion towards achieving long term goals. I love to master new challenges and see problems as an opportunity to innovate. I have enjoyed a long career working across a variety of both B2C and B2B businesses and functions enabling broad vertical experiences and exposing me to the full spectrum of business models. My diverse background in sales, operations, customer experience, business marketing, digital marketing and eCommerce has delivered insights that allow me to successfully deliver value to different customer audiences. I continually strive for new assignments that not only stretch myself but build new perspectives on the customer. I am passionate about leading teams that love to test, design and explore programs that enrich and influence customer relationships and overall improve customer experience. I drive and lead change, am an effective communicator and draw energy from managing people and developing talent
15.45 - 16.00
Accelerate Bot Development & Customer Engagement with Strategic Use of LLMs
For organizations that are doubling down their focus on customer-centricity, leveraging the power of AI and LLMs to bolster their Bot-driven self-service channels and customer engagement offers game-changing potential. These amazing technologies can accelerate Bot design, development, testing and delivery, but only if implemented strategically.
In this session, Sr. Director of Digital at Cyara, founder of the leading conversational AI optimization platform, and LLM and Bot enthusiast Christoph Börner will present on the potential benefits and key strategies for utilizing LLMs to create human-like, goal-driven Bots that are ready to understand and respond to your customers’ chats, queries, and sentiment, and also provide guidance and solutions for managing the risks and challenges that LLM-built Bots may inevitably introduce if they are built without the right guardrails.
Speaker:
Christoph Borner
CyaraSenior Director, Digital
16.00 - 16.15
Defining the Future of Experience in Sport: A Fireside Chat with Callum Whitton, Senior Event Experience Manager and Matt Roberts, VP Business Intelligence at Formula E
Speakers:
Callum Whitton
Formula ESenior Fan Experience Manager
Callum has been working across major sporting events for the past 10 years with a focus on fan engagement, hospitality and brand activation. In his current role, Callum oversees the event experience across all Formula E races ensuring consistency, quality and innovation across the spectator journey whilst designing the Allianz Fan Festival across various international markets. Callum enjoys unlocking the potential in new markets and designing fan engagement programmes that entertain, educate and elevate the customer experience.
Matt Roberts
Formula EVP Business Intelligence
Matt have over 20 years experience in data and insight, working for a number of sports broadcasters ( Eurosport, ESPN, BT Sport and Sky Sports) before joining F1 as Global Research director in 2017 where he headed up the research and insight department, managing all BI reporting and strategic insight for the business. In 2021, he joined Formula E to set up their insight function and is currently VP of Business Intelligence.
16.15 - 16.30
How Generative and Predictive AI Are Revolutionizing the Customer Support Experience
In today's business landscape, the evolution of customer support and success has created both challenges and opportunities, necessitating innovative solutions to improve efficiency and effectiveness. Join us for a presentation by Krishna Raj Raja, the CEO of SupportLogic, as he delves into the possibilities for AI-driven observability over customer support and success. In this session, he will shed light on the key trends, technologies, and strategies that are reshaping the customer service landscape. Key Points:
- Convergence of Customer Support and Success: Hear how the traditional boundaries between customer support and success are blurring. Learn why this convergence is critical for delivering an exceptional customer experience and fostering long-term customer relationships.
- AI's Transformative Power: Explore the impact of predictive and generative AI on customer support and success. Understand how automation and prescriptive actions are changing the game, allowing businesses to stay ahead of the curve.
- The Role of Observability: Dive into the concept of observability and its significance in governing the various tools and data channels within the customer support and success ecosystem. Learn how observability enables businesses to gain deeper insights into customer interactions and address issues.
Speaker:
Krishna Raj Raja
SupportLogicCEO
Krishna founded SupportLogic to help transform the role of customer support, bringing a depth of experience in the service and support industry. As the first hire for VMware India, Krishna built the company’s support organization into a multi-thousand headcount global organization. After VMware, Krishna founded a successful startup and then soon returned to his roots – noticing that the major shifts in the B2B model were creating critical gaps in the capabilities of support teams. SupportLogic was founded in 2016 and now helps some of the largest B2B technology companies in the world to optimize their support experience.
16.30 - 17.00
Panel Discussion: Creating a Customer-Centric Culture
Every customer interaction is an opportunity to build a long-lasting relationship with a customer.
Creating a customer-centric culture is not just about providing an outstanding service - it's about empowering employees and creating a culture of customer obsession, as well as always striving to be better.
Join our industry experts for an exclusive panel discussion as they share how they're driving customer-centricity in their organisations.
Speakers:
James Dolling
Arriva Rail LondonHead of Customer Information
Railway professional working within sector for 10 years working on Major Projects and Change. Currently reviewing the provision of information within Arriva Rail London and partnering with TfL on how we can better support all need around London both in usual running and the complexities which disruption causes. As a concession there are differing requirements with the wider industry piece which is considering ‘Smarter Information, Smarter Journeys’ led by the RDG. My role is to harmonise both objectives and deliver for London. I have just finished a 5 year strategy has been written focusing on centralising our data, cross channel consistency collaborating with the industry and maximizing our colleagues. How we provide information has been a pain point for all industries and whilst legacy systems sometimes hold back process and change it is navigating a way to benefit London’s public.
Isobel Mills
Bloom & WildDirector of Customer Delight
a huge advocate both for Customer Service as a rewarding and vibrant career option, and for all businesses to give all teams opportunity and encouragement to engage directly with their customers and customer service teams. She leads the Customer Delight team across two brands, eight markets and multiple channels. She has over eight year’s experience of working with Bloom & Wild, growing the function from a start up team of 2 through to the 41 strong team working with three outsourced agencies that delights customers all over Europe.
Rosie Bailey
CitySprintCustomer and Commercial Director
Rosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
Anuradha Deshpande
GoCardlessDirector of Customer Support
17.00
Closing Remarks
13.30 - 13.40
Opening Remarks
Speaker:
Gerry Brown
Customer LifeguardChief Customer Officer
13.40 - 14.00
Keeping the Focus on Customers and Colleagues in the New World
The overall session will cover:
- The external market and CX trends
- Customer service in the external world (UKCSI results)
- How customer prioritises are changing
- Recommendation for organisations
Speakers:
Jo Causon
Institute of Customer ServiceCEO
Brian Weston
Institute of Customer ServiceHead of Research and insight
Brian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of senior marketing, commercial and strategic roles focusing on a broad range of customers from consumers and small businesses to large, global corporates and government departments. He began his career in BT managing a busy customer service operation in the North East of England. Brian’s research for The Institute has examined Evolving Customer Behaviours, Employee Engagement and Customer Satisfaction, the People and Technology Interface in Customer Service, Service Productivity and the Relationship between Customer Satisfaction and Financial Performance. Brian holds a degree in Modern History and French from New College, Oxford and a Masters degree in European Policy and Management from Birkbeck College, University of London.
14.00 - 14.20
The Myth of Customer Feedback
In this talk, John Sills shares the highlights from ‘The Leadership Book of the Year’, The Human Experience. The book argues that organisations are perfecting the functional experience at the expense of the human experience, leading to them being full of humans who aren’t allowed to act in a human way.
His talk will cover:
- How we escape from the epidemic of feedback surveys
- Why customer loyalty is a myth
- The pain of being on hold (unless you're with Octopus Energy)
- Why Swiss trains are so much better than UK ones
- The cultural ways of working leaders need to create truly pioneering customer experiences
The book has had endorsements from Rory Sutherland, the IMD Business School, and the CEOs of first direct, giffgaff, and Tesco. It’s been featured in the Financial Times and the Wall St. Journal, as well as selected as a book of the month by Malcom Gladwell’s Next Big Idea Club. And, in November 2023, it was names ‘Leadership Book of the Year’ by the Institute of Leadership.
Speaker:
John Sills
The FoundationManaging Partner
John Sills is Managing Partner at the customer-led growth company, The Foundation, and author of Leadership Book of the Year 2023, The Human Experience. 25 years ago, he started his career on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers. He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun). He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation. His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and his writing has been featured in The Guardian, The FT, and Management Today.
14.20 - 14.40
Fireside Chat with David Walker, Head of Lifetime Customer Value
Speaker:
David Walker
OVOHead of Lifetime Customer Value
14.40 - 15.00
Complexity, Trust and Unlocking Growth: Diageo's Global Customer Data Strategy with CDP
Join this session hosted by Treasure Data to explore how Diageo embarks on a journey to global expansion, while ensuring compliance in multiple regions across all brands. This session will also discuss how Diageo streamlines customer engagement through effective data governance, efficient marketing and activation. We will share tips on CDP success as well as embracing future technologies.
Speakers:
Sanjay Luthra
DiageoGlobal Head of Digital & Technology - Consumer Data & Activation
Dorothy Chong
Treasure DataSenior Marketing Manager EMEAI
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remarks
Speaker:
Nicholas Brice
Soul CorporationsCEO
13.40 - 14.00
Fireside Chat with Mark Kerr, Head of Customer Experience at BNP Paribas
CX- Customer experience more like Creative experience: Turning property people into Creatives!
The CX world is awash with superbly intelligent individuals creating methodologies for this customer transformation and frameworks for that implementation. Data scientists are unravelling us to our very core, and we have never had as much access to data on behaviours, sentiments, and emotions. But to be adept at using all that information to form a coherent customer strategy can be overwhelming.
Speaker:
Mark Kerr
BNP Paribas Real EstateHead of Customer Experience
14.00 - 14.20
How to Improve Customer Satisfaction Across All Channels
In this session, Ryan will discuss how to use SurveyMonkey’s ‘Ask, Listen & Act’ framework to boost customer satisfaction and improve CX across all key channels. Learn how to:
- Ask the right questions to find out what matters most to your customers
- Listen to your customers across all touchpoints to quickly resolve dissatisfaction
- Take action to to positively impact key KPIs such as NPS, CSAT, and retention
Speaker:
Ryan Slade
SurveyMonkeyAccount Executive
14.20 - 14.40
Fireside Chat on Building a Senior Career in CX with Leon Ellerton
With CX and customer expectations growing across all industries and sectors what do senior CX leaders need to be equipped with to deal with an ever changing sector?
For those starting out in their career in CX an opportunity to hear how many mistakes are made along the way (so you don’t repeat them!)
Speaker:
Leon Ellerton
ExperianClient Delivery and Customer Experience Director
14.40 - 15.00
A Digital-First Contact Centre for the CX Your Agents and Clients Expect
- Empower the customers to find self-service solutions and reduce the calls your agents handle
- Scale messaging, AI and automation capabilities to meet the needs of a new generation of digitally-enabled customers
- Get real time insights on the voice of the customer, no matter which channels it is coming from
Speakers:
Grigor Kotzev
KhorosHead of Business Value Consulting
Joel Viotti
SwisscomBusiness Owner
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remarks
Speaker:
Dave D'Arcy
Laughing LeadershipFounder & Managing Director
Additionally, Dave is a globally award recognised CX leader and a current member of the CXFO Power 100.
He has extensive experience in public speaking and hosting and is normally on standby with a humorous tale, there a reason why his business is Laughing Leadership
13.40 - 14.00
Ella's Kitchen Case Study: Creating an Engagement Strategy to Meet the Needs of Future Consumers
Ella’s Kitchen is a purpose lead, B Corp with a strong brand identity. Our customer care team (Keeping families happy) are a small team with a big ambition to increase engagement and build brand love. Our marketing team do an amazing job of making us stand out on social, bringing the joy, providing support and building hope, all with a kids first approach. But the customer journey only begins with the content, through engaging to meet the needs of our ever changing customer base we can build a community of brand advocates who feel connected, understood and will fly the flag for Ella’s Kitchen.
Speaker:
Rebecca Powell
Ella's KitchenHead of Customer Care
An experienced Customer Care Manager with over 12 years of expertise in the field of Customer Experience. With a passion for delivering exceptional service, Becky has successfully led teams in various industries, ensuring customer satisfaction and loyalty. Throughout Becky's career, she has consistently focused on developing and implementing strategies that enhance the overall customer journey. Adept at building and empowering cross-functional teams, focussing on exceeding customer expectations, increasing engagement and driving brand love on social media.
14.00 - 14.20
Growing from experience: Why meaningfully different customer experiences power superior brand growth
For the first time, we have applied Kantar’s market-leading brand growth measure to create a unique way of evaluating experience. The result is a simple yet game-changing way to understand how your experiences all contribute to growth and what you must focus on to be successful.
Speakers:
Adele Jolliffe
KantarHead of Brand Consultants
Peter Aitken
KantarHead of Customer Strategy & Insights
14.20 - 14.40
Fireside Chat with Carl McCartney, Customer Experience Director at Les Mills
Attracting Gen-Z As Consumers And Employees By Setting A New Standard Of Customer Excellence Customer demographics are changing, and if you have not already done so, the time has come to turn the focus to Gen-Z.
This generation will dominate the customer base, as well as the job market in years to come, and despite this, when it comes to building a strategy to attract them, they almost remain a mythical creature with different consumer behaviours as well as career aspirations and expectations compared to preceding generations. At a time when CX and EX go hand in hand, don’t miss this exciting exploration of how customer experience strategy must evolve to both futureproof the workplace as well as the service.
- Becoming a purpose-driven organisation to connect with a purpose-driven generation
- Exploring how emerging technologies are shaping the future employee experience as well as the customer experience
- Investing in and developing internal stakeholders to better bridge the growing skills and talent gap
Speaker:
Carl McCartney
Les MillsCustomer Experience Director
14.40 - 15.00
Harnessing the power of generative AI for Customer Service: Turning hype into reality
In this session we’ll take you through how you can leverage generative AI and see real value in your customer service function—from improved agent efficiency to better self-service deflection rates. Join us as we discuss:
• Critical challenges faced by CX leaders, including poor deflection rates, low agent productivity, and hidden support insights
• How generative AI can be used to automate self-service across channels, boost team efficiency and optimize support operations
• How to get started with generative AI in your organization • What the near-term future holds for AI in CX
Speaker:
Akshay Jain
FreshworksHead of Solution Engineering, Freshworks UKI
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
13.30 - 13.40
Opening Remark
Our Host Brandie Deignan sets the stage for a Customer Service & Success Breakout Room
Speaker:
Brandie Deignan
Pier Health GroupChief Executive Officer
In early 2021 Brandie joined primary care within NHS in general practice as Chief Executive Officer. Prior to this role, Brandie was Managing Director at Marco Pierre White Restaurants, cementing her c20 years’ experience in the consumer service delivery industry across hospitality, retail and aviation. Before her MD role, Brandie held senior leadership positions at British Airways Plc, Tesco Plc, Whitbread, Travelodge and Hilton Hotels, where she started her career as a graduate trainee and worked her way up.
A true trailblazer, Brandie was the first female MD to hold her MD role at MPW Restaurants. As of 2020, Brandie was the first black female MD within branded restaurant groups in the UK. Brandie was recently named as one of the top 15 BAME high fliers in travel and tourism industry, and was a finalist at the Black British Business Awards, Senior Leader, Consumer and Luxury 2020. Brandie was recently voted No 41 of the Top 50 listening leaders and also nominated in the National Diversity Awards for positive role model, gender diversity.
13.40 - 14.00
Utilita Energy Case Study: The Transformative Power of Technology
Speaker:
Louise Walsh
Utilita EnergyChief Customer Contact Officer
14.00 - 14.20
Watson Marlow Case Study: Delivering global success in customer engagement
This session, hosted by Steve Lyon, Customer Engagement Specialist at Columbus, and with participation from Andy Jones, Head of Sales Excellence & Governance at Watson Marlow, delves into the delivery and successful user adoption of a single, global, 650-user CRM platform across 38 countries for Watson Marlow, a world leader in niche fluid technologies. Steve will also be joined on stage by Toby Mankertz, Principal Business Transformation Advisor at Columbus. Toby and the Columbus team worked with Andy and stakeholders from Watson Marlow on identifying and prioritising the business value outcomes Watson Marlow was seeking for their global CRM project. Together, Columbus and Watson Marlow developed and delivered a successful change and engagement strategy focused on user adoption to deliver real value from the IT investment. Join us as we discuss:
- How focusing on business outcomes helped identify the organisational changes required to ensure successful adoption of the CRM system
- How early and deep engagement with stakeholders across Watson Marlow took the project out of IT and made it a ‘business’ project
- How building a business change network at all levels in Watson Marlow created excitement and anticipation about the benefits the CRM system would bring
- How mixed multi-media and innovative approaches to communication succeeded across cultures, teams and languages
- How the use of OKRs (Objectives and Key Results) ensured Watson Marlow focused on the right actions at the right time.
Join Steve, Toby and Andy to find out more!
Speakers:
Steve Lyon
ColumbusCustomer Engagement Specialist
Toby Mankertz
ColumbusPrincipal Business Transformation Advisor
Andrew Jones
Watson-MarlowHead of Sales Excellence & Governance
Andrew has over 20 years experience leading customer service and sales teams to deliver world class customer service, most recently leading a global project team to deliver a global CRM and change management program.
14.20 - 14.40
CitySprint Case Study: Best In-Class Customer Service
CitySprint is the country’s largest National Same Day pick-up and delivery company. We provide logistics solutions to various NHS Trusts, retailers, engineering companies and eCommerce partners that need critical support to transfer time-sensitive cargo. Our overall performance is built on excellent customer service with our competent and highly skilled individuals working as a team, to deliver first point resolution whatever the query. Within the last 12 months, we have invested heavily in training and upskilling our colleagues, integrating teams and undergoing more stringent complaint analysis, all to provide a more seamless customer service.
The business has also achieved the highest Trustpilot rating of any Same Day National Logistics business in the UK with a score of 4.8 out of 5 stars. This is also backed up with impressive progress made on service levels, quality of service, customer satisfaction, and employee satisfaction, and has resulted in CitySprint achieving a competitive advantage as a logistics solution provider with fantastic customer service. We have an active award entry programme because our customers value customer service excellence and we will showcase how we position our submissions and achieve award successes.
Speaker:
Rosie Bailey
CitySprintCustomer and Commercial Director
Rosie is responsible for CitySprint’s customer engagement strategy, focusing on attraction, acquisition, retention, and growth, and leading the Customer Experience programme including marketing, contact centres and the customer service organisation. Rosie also leads on pricing strategy, new business sales and the account management & development of CitySprint’s account customer base. Rosie is the sponsor for customer facing technology including the Salesforce CRM platform and has also led multiple change and business process improvement projects within the organisation. Rosie is part of the leadership team that in 2021 took CitySprint through a successful trade sale to Geopost Group, owners of DPD. With over 25 years’ logistics experience, Rosie led the strategic account management programme for the industrial and 3PL sectors at City Link before joining CitySprint in 2013.
14.40 - 15.00
Can you turn negative customer experiences into engaged customer relationships?
Service failures are an inevitable aspect of any business, yet when addressed with precision and finesse, present a golden opportunity to forge stronger connections with your customers and promote both brand advocacy and loyalty by managing and compensating them effectively.
Astonishingly, after voicing a complaint, 52% of customers hold a more favourable view of a business that adeptly manages their grievances. Moreover, a well-handled complaint elevates the chances of customers returning to a company or brand by a substantial 67%.
So, how can your business navigate these instances of dissatisfaction to fortify customer relationships? In this session, we’ll delve into how to effectively compensate unhappy customers to ensure your customers not only feel heard and respected – but also transition from consumers into steadfast advocates.
Speaker:
Leona Heymerdinguer
Blackhawk NetworkHead of Customer Engagement Propositions
With 18 years of profound expertise in the enterprise market, particularly in the domains of consumer acquisition, retention, loyalty, engagement and compensation solutions, Leona emerges as a visionary and pioneering business leader. Her dedication to nurturing customer relationships throughout their entire lifecycle is fuelled by an unwavering passion. Leona boasts extensive experience spanning diverse industries and exhibits a resilient commitment to infusing the market with innovation, achieved through the artful simulation of consumer behaviour and actions via ingenious, reward-centric solutions.
15.00 - 15.30
Coffee Break
Head to the Expo Hall to meet our sponsors, network with industry peers and enjoy a coffee with a delicious snack prepared by ex-Nobu chef Tom Gore.
11.00 - 12.00
XpertRule: Decisions, Decisions, Decisions! Getting them wrong is costing you time, money and customers but how can you get them right, every time?
In this one-hour roundtable, hosted by XpertRule we will explore how to deliver outstanding CX by harnessing the power of AI and human expertise.
Joined by partners Arvato, the interactive session will cover:
- The hype – what are the real opportunities and risks of using ChatGPT (or any other LLM) in your CX
- The agent experience – how to manage the impact of new technology on them, how to super-charge their expertise and how to manage the ‘humans vs the robots’ worry
- The customer experience – what’s currently wrong with customer interaction chains and how to fix them
- Managing internal stakeholders – how to successfully integrate with existing tech and how to measure positive impact and report back to the business
- Capitalising on existing assets – how to optimise your structured and unstructured data and use it intelligently to improve outcomes
- Success stories - how other businesses with lots of customers and complex customer interactions have successfully transformed their CX
Speakers:
Alex Bentley
XpertRuleChief Revenue Officer
Mike Stewart
ArvatoHead of Intelligent Automation
11.00 - 12.00
Win Big With Gen AI. From Buzzwords to Breakthroughs: Making Genai Work for Your Customer Service
In the ever-evolving customer service landscape, staying ahead of the curve is imperative for organizational success. Harnessing the power of generative AI has emerged as a game-changing strategy, promising to transform customer service from mere buzzwords to groundbreaking advancements. 55% of organizations reported increasing investment in GenAI since it surged into the public domain 10 months ago, Gartner reported in Oct 2023. In fact, Frances Karamouzis, Distinguished VP Analyst at Gartner, said: “Organizations are not just talking about generative AI – they’re investing time, money, and resources to move it forward and drive business outcomes…Generative AI is now on CEOs’ and boards’ agendas as they seek to take advantage of the transformative potential of this technology.” Join this Freshworks event as we explore how generative AI is disrupting the market, delivering impact, and revolutionizing the customer service industry. In this event, you’ll learn:
- Power and possibilities of GenAI in customer service
- Biggest challenges in adopting GenAI Freshworks’ approach to GenAI
- Introducing Freddy AI, Freshworks’ native AI engine
- Real-world customer stories
Speakers:
Callum Lewis Jones
FreshworksCustomer Experience Lead
Callum is Freshworks' Customer Experience Lead.
Matt Bramley
FreshworksSenior Solutions Engineer
11.00 - 12.00
From Survey to Signals: Increasing Response Rates & Other Signals
Speaker:
Lisa Garthside
MedalliaDirector, Professional Services
13.40 - 14.40
Harness the Power of Enterprise AI Today: Bringing Generative AI, Emotion AI, Knowledge AI and Conversational AI together into a platform to win
AI is being hailed as a trusted co-pilot when it comes to creating engaging customer and employee experiences, but what are the best-practices for building an effective roadmap that identifies, evaluates and prioritises high-value use-cases?
As this technology becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe AI should be invisible, immersive, and enabling—and that it should make the enterprise more human.
Join Uniphore as we demonstrate how to establish and build-out business use-cases, and how to leverage multi-modal AI to underpin and unlock the true value of your customer and employee experience initiatives.
Speaker:
Jonathan Myers
UniphoreSales Director
13.40 - 14.40
Navigating the Transformative Power of Genai for Customer Service
Join Freshworks as we delve into the transformative power of Artificial Intelligence (AI) for customer service. The world of customer organization center technology is rapidly evolving, where AI stands at the forefront of revolutionizing customer and employee experiences. These next generation solutions boast radical improvements in productivity, process standardization, and cost reduction. They will also have serious implications on how work gets done in the customer service organization and how leaders should plan for the future. Our panel of customer service and AI leads will go beyond the AI hype and will focus on a deep-dive into their real-world experiences, challenges met, strategies created, and best practices adopted. You will learn:
- Use cases where AI is transforming customer and employee experiences at scale
- Evolving perceptions of AI in building service excellence
- Practical steps to evaluate AI providers
- Best practices to get started with AI for customer service
Speakers:
Matt Bramley
FreshworksSenior Solutions Engineer
Jack Gaylor
FreshworksCX Account Lead
Jamie Gamble
FreshworksCX Account Lead
13.40 - 14.40
The Gamification Game: Happy Agents = Happy Customers = Happy Business
In this session, we're not just going to discuss gamification in contact centres, we'll experience it first hand through playing "The Gamification Game: Happy Agents = Happy Customers = Happy Business." Agents are the greatest asset in a Contact Center. A lot is demanded from them, both from the business and the customer. Are we really doing enough to motivate agents? Gamification is becoming more and more prevalent in today's world - get it wrong and it'll have the opposite effect. Get it right and you have an engaged, motivated, and inspired community of agents. Being a call centre agent is notoriously challenging. As a resource, they are tightly managed to ensure the business can meet contact demand. As a point of contact for the customer, they can often feel the brunt of customers' raw emotions. It's all in a day's work for an agent! There needs to be more to it though. Agents will burn out, resulting in high absence levels and high attrition rates. How can we make this fun? Gamification is often just a buzz word for giving someone a 'gold star' when they've performed well, but there's a real opportunity to use gamification theory to build a comprehensive reward and recognition program that truly invests in that greatest Contact Centre asset. In this session, we'll discuss gamification theory including:
- How to design a gamification program
- Implementing and Evaluating a gamification program
Speaker:
Chris Mounce
EvaluagentQuality and Coaching Specialist
Chris Mounce is an award-winning Quality and Coaching Specialist who is passionate about sharing his expertise with the world. With a deep love of all things QA and coaching, Chris has dedicated his career to helping businesses, teams and individuals reach their full potential. Chris brings a wealth of knowledge and experience to the stage. His focus on digital training, technology and coaching sets him apart as a thought leader in the industry and his insight are invaluable for audiences of all backgrounds.
13.40 - 14.40
Generative AI is still just chat. Let’s talk about true MultiSensory AI
This roundtable is great if you are supporting a customer base that has to interact with physical equipment or objects in the real world. Are you interested in having a chatbot that can see, or a generative AI solution that can give visual guidance?
Come join this session and learn how Fortune 100 companies are building interactive multisensory virtual agents. Are you interested in MultiSensory AI that can not only chat, but see, hear, talk, understand, guide & instruct?
This roundtable will provide first-party insights into consumer adoption and expectations of AI in service, an exploration of the challenges and opportunities of AI, and introduce Sophie AI, the world's first fully automated AI customer service agent that can interact with customers and agents, just like a human, but at a fraction of the cost. Attendees will gain insights into the state of the art in AI technology, specific use cases in customer service, customer readiness for AI-driven service, and how Fortune 100 companies are building interactive multisensory virtual agents today!
Are you interested in MultiSensory AI that can not only chat, but see, hear, talk, understand, guide & instruct?
Ideal for companies with digital transformation projects, companies looking to automate customer service to save costs, and anyone looking to use AI to improve customer satisfaction.
Speakers:
Jon Burg
TechseeHead of Strategy (Marketing)
Marcio Rodrigues
TechSeeVice President of Strategic Sales
Marcio Rodrigues is a trailblazing visionary at the intersection of AI, innovation, and next-generation service. With a relentless passion for pushing the boundaries of technology and transforming the way we interact with the world; Marcio Rodrigues has become a driving force in shaping the future of our digital landscape. As a pioneer in artificial intelligence, Marcio Rodrigues has harnessed the power of AI to create ground-breaking solutions that not only enhance efficiency but also deliver unmatched experiences. With a relentless drive to push the boundaries of what's possible, Marcio Rodrigues is a true catalyst for change, not only shaping the future but also inspiring others to join the quest to unlock the immense potential of AI, foster innovation, and usher in the era of next-generation services that will redefine the way we live, work, and play.
11.00 - 12.00
Decoding the intelligent heart of customer experience with AI
Embrace change with AI as we delve into its transformative role in customer experience.
The era of AI, with its dynamic problem-solving capabilities, is changing the game. From making interactions more efficient to reducing bottlenecks, its potential seems limitless.
Join a roundtable exploring AI's role in CX enhancement, the synergy of AI and human touch, and strategies to navigate rising customer expectations. Unveil the vast possibilities of an AI-integrated CX journey and elevate experiences.
Speaker:
Matthias Goehler
ZendeskChief Technology Officer, EMEA
“The event is great and produced to a very high standard. A wide range of organisations sharing best practice in a practical and accessible manner. A highly professional event”
Freshworks provides innovative customer engagement software for businesses of all sizes, making it easy for teams to acquire, close, and keep their customers for life. Freshworks SaaS products provide a 360-degree view of the customer, are ready to go, easy to use and offer quick return on investment. Headquartered in San Mateo, USA, Freshworks 3,000+ team members work in offices throughout the world.
For more information visit www.freshworks.com.
SurveyMonkey is a global leader in online surveys and forms that empowers people with the insights they need to make decisions with speed and confidence. Our fast, intuitive feedback management platform connects millions of users worldwide with real-time AI-powered insights that drive meaningful decisions. We provide answers to more than 20 million questions every day so that people and organizations can attract new audiences, delight customers, create advocates, and extend their competitive advantage in the marketplace. Our vision is to raise the bar for human experiences by amplifying individual voices. Learn more at surveymonkey.com.
Verint is “The Customer Engagement Company.” We help organisations simplify and modernise the way they engage customers through their contact centre, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation.
Surfboard is on a mission to make work more human.
We help customer service leaders achieve happier customers and happier teams by providing a simple, smart and fair way to schedule support teams.
World-class growth companies who care deeply about employee well-being and customer care adopt Surfboard to save hours on shift planning, increase team productivity and improve customer satisfaction. For more info, visit: https://teamsurfboard.com/
At Ipsos, we are passionately curious about Society, Markets and People. “Game Changers” – our tagline – summarises our ambition: to provide true understanding and make our changing world easier to navigate, so that our clients can make faster, smarter and bolder decisions.
Our solution:
• The platform is driven by a powerful combination of advanced AI, deep automation, intelligent MasterBotsTM, and unified, smart communications management
• For human-driven operations, it enables diverting 50% of communications to digital and automating 50% of repetitive inquiries and processes - also known as the CommBox 50-50™ Rule
• The platform empowers agents through a unified interface to manage all communications
• It delivers AI-driven insights and supports with bot-assisted actions, resolving customer needs quickly, accurately, and without any friction.
• It enables more and more customer communications to be automated, powering greater customer satisfaction, higher efficiency, faster and smarter outcomes, and business growth
We are committed to bringing brands and customers together in a natural, outcome-driven way, helping businesses to achieve their goals and exceed the expectations of their customers.
Application software and APIs to automate and personalize every touchpoint with your customer across SMS, Voice & WhatsApp.
At Columbus, we can help you strategically create the ideal experiences. One that can anticipate and exceed customer expectations. One that remains consistent throughout their customer journey. One that they’ll remember. We’ve been helping companies of different sizes and industries revamp their CX and boost engagement for over 30 years. And we’re ready to help yours.
Creatio is a global vendor of one platform to automate industry workflows and CRM with no-code and a maximum degree of freedom. Millions of workflows are launched on our platform daily in 100 countries by thousands of clients. Genuine care for our clients and partners is a defining part of Creatio’s DNA.
Creatio offerings include a no-code platform (Studio Creatio), CRM applications (marketing, sales and service), industry workflows for 20 verticals and marketplace add-ons. We help our customers digitize workflows, enhance customer and employee experiences, and boost the efficiency of commercial and operational teams. Creatio is recognized as a Leader and Strong Performer in multiple Gartner and Forrester reports. Creatio products receive raving end-user reviews on peer- to-peer portals.
Our customers enjoy the freedom to own their automation. Freedom is provided through unlimited customization, the ability to build apps without a line of code and a universe of ready-to-use templates and connectors. Our platform empowers knowledge workers to build applications with no-code while increasing organizational capacity.
We believe in genuine care. We build sincere relationships with our clients and partners by giving a hand first and then thinking about business, communicating transparently and openly, and listening, adjusting and bringing value.
Creatio is headquartered in Boston, MA. We have 700 employees in six offices and a local presence in 14 countries. Creatio has long-lasting relationships with some of the world’s most successful organizations including AMD, Bayer, Kraft Heinz, Visteon, Société Générale Group, BNP Paribas Group and many others. Creatio partners with 700 GSIs and local integrators.
Our culture is about genuine care for our clients and partners, passion, going the extra mile and staying positive.
Treasure Data is trusted by hundreds of Fortune 500 and Global 2000 companies, has won numerous awards, and has been named a strong performer and leader by top analyst firms. Headquartered in Mountain View, CA, Treasure Data has offices in Japan, South Korea, United Kingdom and France to help leading brands around the world make the connection. To learn more, visit www.treasuredata.com.
Cyara revolutionizes the way businesses transform and optimize their customer experiences.
Cyara’s award-winning AI-based CX Transformation Platform empowers enterprises to deliver flawless interactions across the widest array of customer communication channels, assuring voice, video, digital, and chatbot experiences. With coverage in over 80 countries and 200+ points of presence, Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, and production monitoring – eliminating time-consuming and error-prone manual testing of contact centers and unified communications platforms, and enabling businesses to improve customer journeys through continuous innovation while reducing cost and minimizing risk. With a 96% customer retention rate and world-class Net Promoter Score (NPS), today’s leading global brands trust Cyara every day to deliver customer smiles at scale.
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the No. 1 enterprise experience platform, Medallia Experience Cloud is the experience system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.
EXL (NASDAQ: EXLS) is a leading customer management, data, analytics and digital operations and solutions company that partners with clients to improve business outcomes and unlock growth. By bringing together deep industry knowledge and expertise with robust data, powerful analytics, cloud, artificial intelligence (“AI”) and machine learning (“ML”), we create agile, scalable solutions and execute complex operations for the world’s leading corporations. Focused on driving faster decision-making and transforming operating models, EXL was founded on the core values of innovation, collaboration, excellence, integrity, and respect. Our UK/Europe headquarters are in London, our team is over 43,100 strong, with more than 50 locations spanning six continents.
Predictive and Generative AI for Customer Support Protect your brand experience. Predict and prevent customer escalations. Observe and act on the voice of the customer in real time.
XpertRule is a software business, founded by AI and engineering pioneers, that creates exceptional technology, to solve the most complex process challenges. We create more sustainable businesses with improved performance against cost, quality, delivery and experience metrics by deploying our advanced decision intelligence solutions - Viabl.ai and XpertFactory.ai - allowing businesses to harness the power of their two most valuable assets – the expertise of their people and the predictive analytics in their data.
To learn more visit www.xpertrule.com
Assist Digital is a leading digital transformation company, specializing in helping organisations optimize Customer Experience and Digital Transformations. With a global presence, Assist Digital has over 4000 professionals and customer care agents. We are experts in Automation, AI, RPA Design and Development, System Integration, Data Management, Cloud Service Management, and Customer Operations. Assist Digital provides end-to-end services for the complete customer life cycle, leveraging a powerful blend of human and technical capabilities to create a seamless and engaging digital experience. Our client base is diverse across many sectors, including Energy, Telecommunications, Media, Insurance, Entertainment, Automotive, Finance, Retail, Travel, and Tourism. By partnering with Assist Digital, organisations can achieve digital transformation and streamline their customer interactions, resulting in enhanced efficiency, improved customer satisfaction, and increased revenue. Assist Digital’s innovative ideas and deep expertise in CX services make us a trusted partner for organisations looking to stay ahead of the curve in the digital age.
Website: www.webex.com
Webex by Cisco is a leading provider of cloud-based collaboration solutions which includes video meetings, calling, messaging, events, customer experience solutions like contact center and purpose-built collaboration devices. At Webex, our focus on delivering inclusive collaboration experiences fuels our innovation, which leverages AI and Machine Learning, to remove the barriers of geography, language, personality, and familiarity with technology. Learn more at webex.com
Helvia.ai is committed to transform communication for companies by harnessing the power of Language AI. At helvia.ai we believe that Artificial Intelligence is the key to unlocking the modern world of information. Leveraging Generative AI and Large Language Models (LLMs), such as GPT-4, our products help companies interact with their customers and employees in a more efficient and engaging way than ever before.
An independent growth consultancy that, since 1999, has helped brands and businesses pioneer on behalf of customers.
Being customer -led is not just doing what customers ask. It’s understanding the problems they need to solve or the outcomes they want, then finding new and better solutions.
This is the foundation of sustained success.
We work across three practice areas critical to becoming and remaining a successful Customer Pioneer:
• Customer Strategy
Understand what really matters to customers and make better strategic choices
• Customer Experience
Design and embed experiences that continually make things better for customers
• Customer-led Transformation
Set a whole organisation up, systematically and culturally, to become a customer-led success
Brainfish helps your customers answer their own questions instantly, using personalised AI search. Brainfish transforms your existing customer content into an intuitive AI-help center, and then shows you through smart analytics what your customers are really looking for. As a trailblazing Australian AI CX Company, Brainfish stands at the frontier of customer support innovation, helping businesses process more customer inquiries, with superior quality, and at an unmatched speed.
VENUE DETAILS
The Brewery
52 Chiswell Street, London, EC1Y 4SD
TICKET OPTIONS
Most Popular
Single Ticket
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Single Ticket
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Free Ticket Applicable for Senior Individuals Working in Customer Engagement
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Not Relevant to Suppliers/Vendors to the Industry
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3 Halls of Case Study Content
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Event Networking
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Interviews
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Panel Debates
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1-2-1 Meetings
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Focus Group
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Lunch Provided
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After-Event Drinks
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Registrations are subject to approval
Free
SUPPLIER TICKET
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For Suppliers
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3 Stages of Quality Content
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Networking and Commercial Opportunities
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Interviews
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Panel Debates
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Networking Opportunities
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Lunch Provided
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After-Event Drinks
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Registrations are subject to approval
£1,495
INTERESTED IN ATTENDING THE CUSTOMER ENGAGEMENT SUMMIT?
Download the event brochure.