Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career. I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession. I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation. All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
A Day of World-Class Content
Hear from top-level speakers from world-class organisations as they share real-life case studies to showcase the latest innovations in the customer engagement world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement.
Join us at the The Brewery, London on the 26th November 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
roundtable sessions
CASE STUDIES, INTERVIEWS & PANEL DISCUSSIONS
1-2-1 MEETINGS
What to expect
TOPIC STREAMS
Emerging Trends in Customer Engagement
We’ll explore the latest strategies and technologies that organisations can use to enhance customer interactions. This topic stream covers personalisation, AI-driven insights, omnichannel experiences, and evolving customer expectations, providing insights into how companies can build deeper connections and drive loyalty in a competitive marketplace.
Proactive Customer Engagement
Proactive customer service is key to engagement as it anticipates and resolves needs before they become issues. We’ll look at how, by offering solutions and updates in advance, organisations can enhance satisfaction, reduce frustration, and build trust and loyalty.
Personalisation and Customer Segmentation
This topic stream examines how organisations can tailor experiences to individual customers by leveraging data-driven segmentation. We’ll delve into techniques for identifying distinct customer groups, crafting personalised marketing strategies, and utilising advanced analytics to improve customer satisfaction, engagement, and overall organisational performance.
Customer Journey Mapping
We’ll look at how customer journey mapping improves customer engagement by providing a clear understanding of the customer experience across all touchpoints. It helps organisations identify pain points, optimise interactions, and personalise experiences, leading to greater satisfaction and loyalty. By visualising the customer’s path, companies can better align their strategies with customer needs, enhancing overall engagement and driving better outcomes.
Omnichannel Engagement
An omnichannel it ensures a seamless, consistent interaction across all touchpoints, whether online, in-store, or through mobile devices. This topic streams looks at how integrating various channels allows customers to switch between them effortlessly, maintaining continuity in their experience. This approach meets the modern customer's expectation for convenience and flexibility, enhancing satisfaction and loyalty.
AI and Automation
Our AI and Automation stream explores how organisations leverage artificial intelligence and automation technologies to streamline operations, enhance decision-making, and improve customer experiences. This topic stream covers the latest advancements in AI, practical applications of automation, and the impact these technologies have on efficiency, innovation, and organisational growth.
Predictive Analytics and Customer Insights
Predictive Analytics and Customer Insights showcases those best-in-class organisations and how they’re using data to anticipate customer behaviours and trends. This topic stream explores techniques for analysing historical data, generating actionable insights, and applying predictive models to personalise marketing, enhance customer experiences, and drive strategic decision-making within organisations.
Voice of the Customer
We’ll delve into how organisations capture and utilise customer feedback to shape products, services, and experiences. This topic stream explores methods for gathering customer input, analysing sentiment, and integrating feedback into business strategies to enhance satisfaction, loyalty, and overall organisational success.
Proving the ROI of Customer Engagement Excellence
Understanding how organisations measure the financial impact of effective customer engagement strategies is crucial. This topic stream focuses on quantifying returns, linking engagement efforts to revenue growth, and demonstrating the value of customer-centric approaches to stakeholders, ensuring sustained investment in engagement initiatives.
Customer Acquisiton & Loyalty
Exploring the strategies organisations use to attract and retain customers, this topic stream delves into techniques for driving growth and building long-term relationships. We’ll cover approaches to acquiring new customers, enhancing loyalty through personalised experiences, and leveraging data to enhance customer retention and lifetime value.
The Self-Serve Customer
As customers increasingly seek independence and ‘always on’ service, we examine how organisations empower individuals to solve their own needs. This topic stream explores the rise of self-service technologies, strategies for enhancing user experience, and the impact of self-serve options on customer satisfaction, efficiency, and organisational cost savings.
Marketing’s Role in Customer Engagement
Highlighting the critical influence of marketing in building strong customer relationships, this stream explores how marketing strategies drive interaction, loyalty, and brand affinity. We’ll cover the integration of personalised content, omnichannel approaches, and data-driven insights to enhance customer experiences and engagement across all touchpoints.
The Future of Customer Contact
This topic stream delves into emerging technologies and trends reshaping customer contact strategies. It covers advancements in AI, chatbots, omnichannel support, and personalised communication, as well as the all important topic of “humans vs. technology” in customer contact.
Customer Relationship Management (CRM)
Exploring how organisations manage interactions with customers, this topic stream covers the strategies and technologies involved in Customer Relationship Management (CRM). It examines how CRM systems help track customer data, personalise communication, streamline processes, and improve overall relationships, driving customer satisfaction and organisational success.
Customer Engagement Service Design
Exploring how organisations craft exceptional customer interactions, this topic stream covers the principles of service design in creating a winning customer engagement stragey. It explores methodologies for developing seamless and personalised service experiences, integrating customer feedback, and optimising touchpoints to boost satisfaction, loyalty, and overall effectiveness in customer engagement strategies.
Building a Customer-Centric Culture
Examining how organisations cultivate a focus on customer needs, this topic stream covers strategies for building a customer-centric culture. It explores methods for embedding customer orientation into every aspect of the organisation, from leadership and employee training to policies and practices, to enhance satisfaction and drive long-term loyalty.
Balancing Human vs. Automated Engagement
Exploring the interplay between human and automated interactions, this topic stream examines strategies for balancing personal touch with technological efficiency. It covers how organisations can integrate human and automated engagement to optimise customer engagement, enhance service quality, and achieve effective, scalable communication across various touchpoints.
Vulnerable Customer Engagement
We explore strategies for effectively interacting with customers who face unique challenges or disadvantages. This topics stream covers creating empathetic communication, ensuring accessibility, providing tailored support, and fostering trust. It highlights best practices for organisations to meet the needs of vulnerable customers while maintaining respectful and supportive relationships.
Content Stages
Main Stage
Welcome to our largest stage, where you can anticipate transformational case studies, exclusive fireside chats, and in-depth panel discussions. We will focus on every aspect of customer experience, offering you unparalleled insights and practical strategies to cultivate customer belonging. Join us to explore innovative approaches and gain valuable perspectives from industry leaders and experts.
Customer Growth & Loyalty
This stage will explore best practices on how to create a loyal customer base. Customer loyalty is increasingly crucial in customer engagement, driving repeat business, reducing churn, and enhancing brand advocacy. Loyal customers often spend more and promote the brand through positive word-of-mouth, ultimately contributing to sustained business growth and a competitive edge in the market.
This stage will explore:
- Strategies for Driving Acquisition & Retention
- Leveraging Data for a Personalised Experience
- The Role of Customer Feedback in Building Loyalty
- Creating Value Beyond the Transaction
- Measuring and Optimising Customer Lifetime Value
- Cultivating Brand Advocates
- Omnichannel Engagement for Sustained Growth
- Building Long-Term Customer Relationships
- Aligning Marketing Efforts with Customer Loyalty Goals
Contact Centre
Join the contact centre stage to learn take home tips and strategies from those paving the way to excellent customer contact. Contact centres are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.
This stage will explore:
- Balancing Human Touch with Technology in Customer Contact
- Data-Driven Insights for Optimising Customer Contact Performance
- Agent Empowerment and Training for Improved Customer Interactions
- Omnichannel Integration for Seamless Customer Support
- Managing Remote and Hybrid Customer Contact Teams
- Reducing Customer Contact Attrition Through Employee Engagement
- Personalisation and Customer Segmentation
- The Future of Customer Contact
- Building a Customer-Centric Culture
- Proactive Customer Engagement
- Vulnerable Customers
Data & Analytics
This stage will provide exclusive insight on how to effectively collect and utilise customer data and analytics. Data and analytics are essential in customer engagement, providing insights into customer behaviours, preferences, and needs. Enabling businesses to personalise interactions, predict trends, and make informed decisions, ultimately enhancing customer satisfaction, loyalty, business performance and greater operational efficiency.
This stage will explore:
- Building a Data-Driven Culture
- Leveraging Data for Strategic Decision Making
- Data Visualisation: Turning Insights into Action
- Ensuring Data Quality and Governance
- Customer Journey Mapping
- Voice of the Customer & Customer Feedback
- Predictive Analytics and Customer Insights
- Customer Data Security
- Customer Relationship Management (CRM)
Customer Experience Management
Customer Experience Management (CXM) is vital for organisations as it focuses on optimising every customer interaction to enhance satisfaction and loyalty. This stage will showcase how effective CXM strategies help build strong, lasting relationships, improve brand reputation, and drive growth by ensuring consistent, personalised, and positive experiences across all touchpoints.
This stage will explore:
- Implementing Technology for Enhanced Customer Engagement
- Creating a Unified Customer Experience Across All Channels
- Empowering Employees to Improve Customer Engagement
- Defining and Measuring Customer Experience
- Implementing Effective Customer Experience Metrics
- Training Teams for Consistent Customer Experience
- Handling Customer Complaints and Resolving Issues
- The Role of Emotional Intelligence in Customer Service
- Emerging Trends in Customer Engagement
- Proving the ROI of Customer Engagement Excellence
- Customer Engagement Service Design
Nicky Haddow
Victoria’s Secret UK Head of MarketingI am an enthusiastic Marketing Expert that is passionate about delivering integrated & impactful 360 marketing propositions & campaigns that are not only Brand & Customer focused but commercially driven & data led. With 20+ years experience in Fashion & Apparel omni channel retailing, I love developing marketing strategies that perfectly align with the overall business objectives and market relevance, whilst driving innovation and retaining brand integrity.
Marco Merkx
IKEA Global Customer Engagement Development LeaderOver 25 years of experience in marketing management and strategy, e-commerce , digital marketing and customer relationship management both in operational and in strategical management roles for mainly fashion, food and lifestyle consumer brands and retailers. On national and international level, in organizations varying from start-ups to multinational corporations.
My professional purpose is to support companies with transformation, innovation and development of organization design, technology and customer engagement. Always based on customer data and insights, leading to tangible results and growth. Specifically realizing customer centricity, digital transformation and omni channel proposition development are my fields of expertise. For this, my commercial and technical know-how are as much of value and importance as are my creativity and my sensitivity towards the human, cultural and organizational aspects.
Currently working for Inter IKEA Systems, the owner and developer of the IKEA concept, range and brand, as Global Customer Engagement Development Leader, working on topics as engagement, loyalty, personalization and crm in an omni channel context.
Joana de Quintanilha
Forrester VP, Principal AnalystJasmin Wheeler
John Lewis Customer Experience LeadI’m an innovative and energetic Product Lead, motivated by getting the best for the people around me – whether that’s the customers I design for or the teams I work in or lead. My expertise has been built through five years’ working in retail across shops and head office for the John Lewis Partnership, during a period of radical change.
Honest, supportive and aspirational, I enjoy working collaboratively with people to create tangible results with a clear purpose in mind. Through leadership roles on the shop floor and in experience design, I’ve developed an agility to deliver both operational success and strategic vision. I focus on the future while meeting the practical needs of today.
Last year I learned a lot from being part of John Lewis’s Restart programme, which saw the safe and successful reopening of our 38 shops following the first national Covid lockdown. My focus was to ensure we were well placed to adapt to the change in our customers’ needs, particularly those from vulnerable groups.
Progression? I really value it, for myself and the teams I lead. So I’m energised by opportunities through which I can broaden my experience and enable others to reach their full potential.
Rebecca Martin
John Lewis Senior Customer Experience ManagerRebecca is currently a Partner & Senior Customer Experience Manager at John Lewis & Partners. Rebecca started as Propositions Manager at John Lewis in 2021 and has since grown and developed her role into the Senior Customer Experience Manager position.
Prior to that, Rebecca was at Vodafone for 7 years starting as an Internal Communications Specialist and transitioned to a Propositions Manager.
Emma Perkins
Experian Head of CX Strategy EMEA & APACOver the past 5 years Emma has driven the Customer Experience agenda delivering change and CX improvements across the EMEA and APAC region delivering significant increases in Relationship NPS scores year after year. Leading the CX programme across 12 countries to deliver actionable insights and improvement activities, collaborating across multiple functions and levels within the organisation. Understanding the value of CX and the impact on business outcomes has been key to success.
Emma is committed to health and wellbeing and prior to joining Experian was fortunate to work in the fitness industry combining her love of being active outside with great Customer Experiences.
Specialties:
Customer Experience and Loyalty measurement
Market development
Driving change
Customer feedback mechanisms
Lean Six Sigma Black Belt
Shannon Hamer
Economist Global Head of Customer SuccessShannon is Head of Customer Success at The Economist but was an early adopter of Customer Success in the UK having launched and led Customer Success globally in large organisations including RELX Group, Financial Times and Zoopla. When not doing all things Customer Success, Shannon enjoys spending time with her husband, three daughters and is an avid puzzle and wine enthusiast!
Simon Birch
Hobbycraft Customer Service ManagerAlessandra Canavesi
AXA Investment Managers Head of Marketing and Customer ExperienceAlessandra Canavesi is an experienced international marketing and communications director with dual Italian and British citizenship, based in London. With over fifteen years in the industry, she has been leading marketing projects across globally, particularly within blue-chip financial organizations.
Currently, Alessandra is the Head of Marketing and Customer Experience at AXA IM Alts, a global leader in alternative investments. Since joining in 2016, she has driven significant results through innovative digital initiatives and strategic collaboration, leading to record capital-raising years, increased client engagement, and improved marketing ROI.
Her previous roles include Head of Marketing at LaSalle Investment Management, Senior Manager at M&G Asset Management, and marketing positions at Investec Private Bank and HSBC Group. Alessandra holds a Master’s degree in Classics and Philosophy from the University Statale of Milan and is fluent in Italian, English, and French.
Charlotte Burridge-Taylor
Volvo Head of Training for Global Customer CareStrategic, results-focused leader, driving commitment to excellence through learning development and delivery and expert management of teams and processes.
My motorsport background gives me a unique perspective when it comes to premium brands which I have been able to use in the classroom to really bring training programmes to life and drive forward excellent results. Experience with premium brands has also given me a clear understanding of corporate guidelines, KPI’s, processes and the importance of striving for the highest level of customer satisfaction.
Samantha Lewis-Williams
Financial Times Head of Marketing AutomationDina Hassan
LinkedIn Head of Customer Success, Global Accounts, Search and Staffing EMEALI currently lead a dynamic and diverse team of experienced global customer success professionals within LinkedIn Talent Solutions, focusing on the search and staffing vertical. Partnering with our largest global search and staffing customers headquartered in EMEA & LATAM, our approach centers on aligning technology, change management, and data to achieve diverse customer business objectives, from capturing market share to embedding Diversity, Equity & Inclusion.
Anna Wilcox
Bupa Head of Customer ExperienceChloe Rice
Shutterstock Director, Global Customer ExperienceVanessa Milan
Cambridge University Press & Assessment Head of Voice of the Customer, Global OperationsI am a passionate Voice of the Customer lead and a natural advocate for customers. I am skilled at engaging internal stakeholders to strategically improve the customer experience across Cambridge University Press and Assessment.
I am a self-starter and multi-disciplinary person who leads the development and execution of the Voice of the Customer programme, strategy and governance for Global Customer Service, Credit Management, Royalties, the English division Channel Partners and English and Education product platforms at Cambridge University Press & Assessment.
Russell Yeates
AWS Principal Sales Specialist for Amazon ConnectKaren Stewart
Standard Life Vulnerable Customer Centre of Excellence - Snr ConsultantJoining Standard Life in Q4 2021, Karen has previously supported customers in vulnerable circumstances throughout her career in both retail banking and energy services.
She supports colleagues in embedding Standard Life’s Principles and Standards, support with best practice, internal and external training and upskilling resources and supporting Standard Life Workplace client visits when looking at our vulnerability management.
Karen is active externally in focus groups and forums around vulnerability and is a Vulnerability Champion for the Collaboration Network.
Focused on providing good customer outcomes, Karen has a particular interest in inclusivity and accessibility for customers and colleagues and showcasing the work we do to support our members.
Having experienced vulnerability personally, Karen is passionate about working to remove barriers and helping people get on with living their lives.
Gemma Robertson
Standard life Senior Operations Design ManagerGemma has worked for Standard Life since 2000 and performed roles in direct customer sales, customer retention and growth, customer proposition and most recently as a Customer Operations Design Manager.
She uses high quality insight to design and deliver enhancements for customers that remove barriers and drive better customer experiences and outcomes. This is enhanced with the use of journey maps and journey performance insight. She has a deep understanding of customer experience through tools such as Voice of Customer, root cause analytics, complaints outcome testing and behavioural science which leads to customer led solutions that are performance tested.
Gemma is passionate about delivering the best possible outcomes for her customers, supporting them to live their dreams and go into later life with dignity and enjoyment.
Maria Mattos
Renault Group Customer Experience Transformation ManagerNatalia Tatar
Fuller Smith & Turner P.L.C Group Sales and Events ManagerGroup Sales and Events Manager for Fullers since 2019
17 years of experience in Hospitality Sales and Events
Worked for companies like Novus Leisure and Revolution Bars
Sales Executive Apprenticeship Level 4
Member of Institute of Sales Professionals
I am a competitive and driven individual with a proven record of developing advanced sales structures and achieving consistent, sustainable sales growth. I focus my teams on delivering exceptional guest experiences as the key to outperforming their targets.
In my current role I navigate complex business landscapes, through building a strong sales and events team concentrated on enhancing customer engagement and adapting traditional sales processes to the demands of the modern digital economy.
Outside of work, I am a highly active mum of toddler who loves travelling, and spending time with her family and friends!
Naomi Sweeting
Places for People Group Head of Research & InsightAshutosh Pandey
Eutelsat Group VP Project Management, Quality and ProcessAshutosh is a leading Global Executive in the New Economy sectors of Space Technology, Satellites and Telecommunications.
As a Transformation and Turnaround Leader, he has successfully delivered multi-dimensional cost intensive sustainable transformations bringing in more than 1 Billion Euro financial savings globally for multiple organisations.
As a Business Process Management (BPM) leader, he successfully led enterprise wide transformation of key end-to-end processes across the organisation, thereby unlocking multi-million cash and generate value via simplification, standardization and ERP consolidation (incl Digital Transformation)
As a Quality Management leader, he led successful end-to-end assessments for International standards like ISO 9001, TL 9000, CMMI, IS 27001, IS 18001, EFQM and set up Corporate ESG and Sustainability management metrics.
He has strong expertise in leading Operations and Program management (incl Global PMO), change management and executing customer transformation using continuous improvement methodologies like Lean, Kaizen, Six Sigma and Hybrid/Agile PM.
Deborah Winfield
Clinisupplies Chief Consumer OfficerDaniel Bunton
Cleo AI Head of Customer SupportLike most actors, I became a Barista and knew how to make your coffee just right. This unexpectedly led to a role selling coffee by the kilo for a roastery.
When I stepped into the SaaS universe to head up Sales for a fresh start-up, I quickly realized the need for a robust support system. So, naturally, I took up that mantle.
Being at Cleo has allowed me to build a dynamic and empathetic team of support agents spread across the globe. Together, we've scaled our operations and enhanced user experiences from Series A to Series C...and we're just getting warmed up!
A key to our success at Cleo AI has been leveraging AI to automate processes, making customer journeys smooth and enjoyable. I find the intersection of AI and customer support to be fascinating and full of potential.
While the stage isn't my daily backdrop anymore, I keep my acting skills sharp through voiceover work. This has led to a variety of roles, including a recent gig voicing the yellow M&M.
Rebecca Jones
Access Group Director of Customer SuccessCommercially minded, ROI-driven, People-obsessed.
Banking, Payments, and Fintech.
I am a team building alchemist: blending acquired customers, products, and teams into far more than the sum of their parts.
Bonus: I'm active in the London FinTech and Payments ecosystem; I'm a mentor and a speaker.
Mark Nichols
Flagstone Head of OperationsMark has extensive experience in client success, experience and operations and is now the Director of Operations at Flagstone.
Harriet Lack
Oxford Languages Head of Customer SuccessMarcus Hickman
Davies Hickman Managing DirectorJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Jo Davies
Davies Hickman Global Director of Market ResearchJo and Marcus are founders of Davies Hickman Partners, set up in 2007. Responsible for one of the longest-running tracker studies of customer contact – The Autonomous Customer – they are market research advisers to the customer experience and contact centre industry, that includes some of the leading customer service associations. In 2023, Davies Hickman Partners were finalists in the Content Marketing Institute awards for research on AI for CX. Jo is on the BSI and ISO committee responsible for developing Contact centre, Customer service excellence and Complaint handling standards.
Frank Sherlock
CallMiner VP of InternationalLuke Atkins
Front Senior Customer Support SpecialistSubrahmanya Siddaarth Turaga
Freshworks Senior Customer Success ManagerAt Freshworks, I am currently empowering businesses to optimally leverage our product suite thereby helping them achieve their desired business outcomes.
Steve Baxter
Zoho Enterprise Marketing Manager UK'Steve has worked in B2B marketing for over 30 years. He joined Zoho in March 2022. During his career, Steve has worked for a wide variety of company types: big multinationals like Kyocera and Zoho, SMEs in the West Midlands and even for himself.
When he's not working, he's drumming in his rock band, following F1 or being dragged into equine activities by his wife and daughter.
Jim Miller
Medallia Senior CX ConsultantLisa Garthside
Medallia Director, Professional ServicesKathryn Simons-Porter
Local Measure EMEA Sales VPAs a seasoned professional in the Contact Centre industry for over 25 years, I'm driven by a passion to revolutionise customer experiences through innovative strategies and advanced technologies.
My journey includes certifying as a Customer Experience (CX) Specialist, successfully owning and selling a business to a renowned UK telco, and frequently speaking at CX events around the Europe.
With a Post Graduate qualification in Artificial Intelligence and the Emotional Intelligent Workforce, I blend cutting-edge technology with human empathy to elevate the customer journey. I have been recently approached to co-author a book on GenAI, my chapter being around GenAI, Emotional Intelligence and Greater Business Outcomes - so thats my Summer activity this year!
Pete Aitken
Kantar UK Head of Customer StrategyAs Kantar's UK Head of Customer Strategy, Peter supports an award-winning team of CX professionals. His team deliver platform-based experience measurement programmes across sectors, using this data to shape the customer strategy and inform experience innovation. In 2024 the Kantar CX team were awarded Best Use of Customer Insight by the Institute for Customer Service for their work with Virgin Atlantic, using Medallia’s experience management tech to identify where to improve their customer experience.
Peter leads the development of Kantar’s latest methods for CX strategy and insight, bringing a unique perspective for how customer experience is a critical enabler of brand growth. He draws from 16 years’ experience in research and consulting, with nearly 10 years in financial services, incl. HSBC, NatWest, LBG and Nationwide, plus experience across telco, energy, retail, auto and tech manufacturing.
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.
Vinay Parmar
Druva Star FounderBrian Manusama
Actionary Executive Partner
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 Proposition
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:
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
Carl McCartney is Customer Experience Director for Les Mills. Carl started his Les Mills career as a National Trainer/ Presenter 20 years ago and has held a number of key roles within both the global and UK business, including working in both the German and Nordics markets and also working centrally as Global Performance Development Director.
This breadth of industry experience has allowed Carl to build unparalleled expertise in the Health and Fitness industry. He is dedicated to helping club partners build healthier businesses, working with them to achieve their business goals and supporting member retention and recruitment challenges.
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
Key Details
Key Details
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Registration opens at 8:15am
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Your badge will be printed on arrival
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Sessions begin at 9am and run until 5pm
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Our Breakout Stages are first-come-first-serve and are open from 1:40pm-3pm
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Our Focus Groups and Cinema Sessions are from 11am-12pm
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Lunch and refreshments throughout the day are included with your ticket
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The Networking Drinks Party is from 5pm-6:30pm
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.
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.
Founded in 2005, Inbenta has been at the forefront of helping companies optimize customer experience using Conversational AI. Inbenta’s Conversational AI platform improves customer experience by resolving user questions and tasks automatically, in a way that feels personal. Using a proprietary set of Conversational AI tools, Inbenta’s services excel at understanding language and the true intent and meaning behind user inquiries and responding accurately. Importantly, Inbenta’s Conversational AI platform prioritizes safety and compliance as a key measure of its success. Today, Inbenta offers Chat, Search, Knowledge, Benti and Digital Instructor services that are used by over 1,000 companies globally in over 100 languages.
CallMiner is the global leader in conversation intelligence to drive business performance improvement. CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI technology and machine learning. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality. To learn more, visit CallMiner.com.
A business strategy to deliver on our ambitions
dotdigital Group plc is a leading provider of email marketing and omnichannel SaaS technology to empower digital marketing professionals. Our marketing automation platform is used by over 70,000 marketers in 156 countries worldwide, empowering global marketers to achieve outstanding results with superior tools and services.
Digital excellence has always been at the core of our business. Founded in 1999 as a web design agency, dotdigital has developed a globally compelling product suite. Our commitment to platform innovation and international growth makes it easy for serious marketers to start small, and scale quickly.
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.
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.
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.
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
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it all up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life. To learn more, visit www.front.com.
Take your CX to new heights with Fullview. Halve support times and optimize customer interactions by guiding users live in your product with screen control. Our cutting-edge cobrowsing and screen-sharing technology is designed for effortless integration and ease of use, embedding directly into your product with just a few clicks. Fullview also seamlessly synchronizes with leading support platforms like Intercom and Zendesk, making it simple to initiate cobrowsing sessions from the systems you already use to engage with customers.
A data and insights market research company for UK and global, B2B and B2C, organisations that specialises in UX and CX, digital and emerging technologies.
Since 2007, advising large enterprises/SMEs in financial services, energy, housing, technology, telecoms, and payments sectors.
CUSTOMER, EMPLOYEE, COMPETITOR AND MARKET RESEARCH
Innovative market research is essential for the best business decisions. Using a combination of proven qualitative and quantitative methods, as well as new behavioural and digital research to source the best insights for B2B and B2C clients.
DATA ANALYSIS
Data comes in many forms and we are applying analytical tools for building, synthesizing and visualising customer and market insight. Our passion is creating impactful recommendations that shape our clients’ business decisions and success.
BUSINESS DECISIONS
Across technology and telecoms, financial services, housing and payments sectors, we enable our clients to make the best business decisions in product and proposition development, technology investment, CX innovation and marketing communications.
CX TRAINING
We equip our clients so they can respond to and meet their B2C and B2B customers’ needs. Our training programmes, for managers and their teams, use employee and customer analysis to build a vibrant customer-focused culture and business success.
Designed with total flexibility and enhanced with AI, Deskpro intuitively adapts to your business’s unique needs. Deskpro's flexibility extends to hosting options, allowing you to choose between our Cloud, your Cloud, or an On-Premise solution.
Our business is people-driven – we continue to use their feedback to develop our culture and shape the future for them, our customers, and the wider planet. Our culture drives meaningful change by giving employees a voice and building a robust and accountable approach to how we engage with them.
At its core, our fundamental purpose is to build customer loyalty for some of the world’s biggest brands and UK public sector organisations. We work with our clients to redesign the customer experience they deliver, to achieve better outcomes for their business, and ours.
Based in Zurich, Switzerland, we serve companies around the world. From global market research institutes to agile start-ups, Caplena empowers market research teams, increasing efficiency through automation and boosting quality with deep tech.
Our Story
It all began when one of the co- founders, Maurice, won the prestigious SemEval competition for his Master Thesis. He began to explore ideas in the Natural Language Processing (NLP) field with his colleague Pascal, a Machine Learning Engineer specializing in the field of Natural Language and Computer Vision.
They soon realized a gap in the industry when LINK and SKOPOS - two Market Research firms - inquired if the same technology could help them with open-ended survey coding. As it turned out, almost all firms that handle customer feedback face the same issue: too many open ends and not enough time to accurately analyze them all.
Four months later, Pascal and Maurice had completed the first prototype - and things began to take off quickly. Since its inception in the spring of 2018, Caplena has doubled the number of text responses it processes every six months, with over 50M verbatims processed to date. Today Caplena serves companies in more than 15 countries.
From small businesses to blue chip companies, over 2 million end users contacted Onepilot over the past year, getting a qualitative, instant and 24/7 answer across all channels: mail, chat, phone, or social networks.
Privately held and profitable with over 15k employees, Zoho is headquartered in Chennai, India with European offices in The Netherlands, UK, France, Germany, Spain, and many others worldwide.
Zoho strictly respects user privacy and has no ad-revenue model. Over 100 million users globally use Zoho to run their businesses, including Zoho.
We pride ourselves on offering a secure, user-friendly platform. SmartSurvey is ISO27001 and Cyber Essentials Plus accredited, ensuring that all data is safely stored and compliant with GDPR regulations. Unlike many competitors, we offer transparent, predictable pricing with no additional costs based on response volumes—whether you receive 1,000 or 1,000,000 responses, your cost remains the same.
Trusted by global brands, SmartSurvey’s award-winning platform delivers the tools and insights you need to optimise customer experience and build lasting relationships.
With state-of-the-art AI-driven segmentation, insightful behavioural analysis, and real-time data tracking, D•engage elevates customer experiences, boosts conversions, and forges unwavering loyalty. Get ready to supercharge your marketing strategies and captivate like never before!
With a team across Oceania, Asia Pacific, North America, Europe, and Africa, Local Measure's clientele includes the world's largest travel, hospitality, retail, financial services, and telecommunications businesses.
Awards won include Best New Technology Solution at the ICMI Awards, AWS Software Partner of The Year, and AWS Marketplace-APJ Partner of the Year.
For more information about Local Measure and its innovative customer service solutions, please visit www.localmeasure.com and follow us on LinkedIn.
As the pace-setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to break down data silos. Analysts call out InMoment’s unique technology combined with in-house industry experts that empower brands to gain ROI from their CX programmes in half the time as its competitors. Unlock the true potential of every piece of customer data with InMoment.
The Coveo platform is certified ISO 27001, HIPAA compliant, SOC2 compliant, and 99.999% SLA resilient. We are a Salesforce Summit ISV Partner, an SAPⓇ Endorsed App, and an Adobe Gold Partner.
Coveo is a trademark of Coveo Solutions Inc.
“Great event, good presentations and discussions, well prepared and organised.”Senior VoC Programme Manager , TUI
“It was very well organised, in a beautiful building/easy to get to, the networking opportunties were fab and the sessions were informative and inspiring. The shorter session length was great too!”Head of Community, Wolf & Badger
“First time at the event, content and speakers were excellent.”Head of Conduct, Governance & CX , Chubb
“I thoroughly enjoyed attending this event. Really insightful agenda topics and was great to hear from so many leaders in Customer Engagement & CX.”Customer Delivery Manager, Correla
“The lead into the event was really welcoming and encouraging - I liked seeing relevant and interesting topics on the agenda, being facilitated to view & connect with other attendees, and the regular reminders to attend. The speakers were really on-topic for customer engagement and provided lots of ideas that I can take back and apply in my own organisation and use to motivate my teams for success.”VP Customer Ops, OneAdvanced
“I found a lot of interesting insights and inspiration for my future plans at work and how to face challenges.”Customer Success Manager, Milkrite
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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5 Stages of Quality 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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5 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