Knowledge - Insights: Presentation Slides
HALL 1 AVAILABLE PRESENTATIONS |
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Plenary |
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09:05 |
Translating customer behaviour into £££ Colin Shaw, CEO & Founder, Beyond Philosophy |
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09:35 |
Becoming Millennial – Transforming Customer Experience Expectations Across All Generations Andrew Hall, UK Evangelist, Odigo |
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Transformation- our people and our customers- part one |
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11:20 |
CX Fixer-Upper: How a listening audit could hold the key to renovating your programme Phil Durand, Customer Experience Management Director, Confirmit |
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11:40 |
O2 Case Study: Putting customers at the heart of our business Emma Postill, Head of Voice of the Customer & Measurement, O2 |
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Personalisation of the customer experience- part one |
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12:00 |
BBC Studios Case Study: Who really is the customer here? Andrew Moultrie, Managing Director, Consumer Products and Publishing, BBC Studios |
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12:20 |
Virgin Holidays Case Study: From a sales first to a service first model – The role of the thoughtful expert Martin Henderson, Head of Overseas Operations, Virgin Holidays |
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12:40 |
Transformation and growth at Vogue: An audience-first approach Sarah Marshall, Head of Audience Growth, Vogue International |
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Transformation- our people and our customers- part two |
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14:40 |
Using Customer Engagement to Improve Lives for People Living with Sight Loss and a Range of Other Disabilities Louise Ferguson, PA to CEO, Henshaws |
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The rise of customer service design |
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16:30 |
Membership Economics TM: How to make money from membership and subscriptions Sam Jordan, Executive Vice President, North America, Manifesto |
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17:00 |
Southeastern Railway – The Best Design is No Design Alvin Jackson, Customer Experience Champion & Diane Burke, Business Consultant, Southeastern Railway |
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HALL 2 AVAILABLE PRESENTATIONS |
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Customer engagement transformation in financial services media and retail |
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11:00 |
Nectarsleep Case Study: A journey of Transition: From small transactions for highly emotional occasions to High Value transactions by emotional consumers Ruth Genezalo, Head of CS & Experience, Nectar Sleep by Resident |
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| 11:40 | Making Direct Line Group’s Customer Ambition a Reality Katrina King, Head of Customer Value Strategy & Performance, Direct Line |
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Technology and customer engagement- part one |
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12:00 |
The 2 A’s in AI: Artificial and Augmented Intelligence Sandra Schroeter, International Head, Customer Engagement Technologies, Bold 360 |
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12:20 |
Brompton Bicycles Case Study: From Manufacturer to Multichannel – how an iconic British brand is embracing the customer Harry Mann, Head of Customer Experience, Brompton Bicycles |
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12:40 |
Delivering connected experiences that spark imagination, create conversation and drive pipeline Claire Carsberg, Managing Director, Think JPC |
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Personalisation of the customer experience- part two |
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14:20 |
Inner Circle Case Study: Offering singles a refined dating experience Michael Krayenhoff, COO and Founder, The Inner Circle |
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14:40 |
Insights about loyalty to help nurture your customer evangelists Richard Spencer, Director, About Loyalty |
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Digital customer engagement transformation |
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15:00 |
The Mobile Network run by its Members David Caton, Head of Proposition, CRM & Loyalty, Giffgaff |
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15:20 |
The Five Forces of Customer Experience – Ipsos’ CX experts reveal the science behind strong customer-brand relationships Murray Goodwin, Director, Customer Experience Advisory & Jean-Francois Damais, Global Chief Research Officer, Ipsos Mori |
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15:40 |
How to create a shop floor employee advocacy platform for your shop floor colleagues to provide an exceptional customer service over Twitter Pete Doyle, Founder & CEO, Social Retail Group |
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Technology and customer engagement- part two |
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16:30 |
Customer Experience & Digital Transformation – Separated at Birth, Reunited by a Common Purpose Gerry Brown, Chief Customer Rescue Officer, Customer Lifeguard |
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16:50 |
Will SMART data take customer experience to the next level? Christopher Brooks, Customer Excellence, Enzen |
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17:10 |
Can you create an insurance company that people love? Sophia Pilkington-Miksa, Head of Customer Experience, Bought By Many |
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