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10th year - Europe’s Largest Customer Engagement Event is back!

Customer Engagement Summit 2022

We’re living in the most transformational period that many of us will ever experience, where the voice of the customer and the experiential aspect of CX is more important than ever. Under the overarching theme of The Only Constant is Change: The Role of Human Experience and Technology in Transforming CX, the industry’s largest event promises a jam-packed day of diverse content covering all aspects of customer engagement.

  • In-Person Conference
  • Westminster Park Plaza, London
  • Tuesday 15th November 2022
Register 

Explore all ASPECTS OF CUSTOMER ENGAGEMENT

Explore the role of human experience and technology as CX becomes increasingly driven by holistic, predictive and precise data solutions, and examining how data and analytics are integral to the CX programmes of the future.

Hear from top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement. Join us live at the Westminster Park Plaza on the 15th November 2022 to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement. 

HubSpot Video

Key facts

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4 x Stages
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100+ presentations
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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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1-2-1 MEETINGS

What to expect

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625A1500-min
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TOPIC STREAMS

Customer Engagement Transformation

With the digital revolution in full swing, organisations must consider their customers’ needs to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing inexorably.

CX Strategies for the Customer Journey

Customer behaviour and expectations are changing at a dramatic and accelerating pace. Organisations must keep up with their customers’ journey, or they will lose them. To do this, they must develop innovative strategies that keep abreast and indeed ahead of customer demands.

The Future of CX

The world of customer engagement and experience is evolving and evolving rapidly. The pace of change continues to accelerate. Delivery of the service and the experience is increasingly the responsibility of marketing, customer service and HR working in tandem.

Creating Value in the Contact Centre

Contact centres are ideally placed to become the beating heart of an organisation. With the contact centre space providing a significant, growing opportunity for customer experience, these touchpoints provide a powerful tool to transform the success of a brand in today’s digital world.

Evolution of VOC Across the Enterprise

Customers are playing an increasingly important strategic role in developing organisations’ services and products across channels, and the Voice of the Customer is critical to the development of customer engagement strategies. These are business-critical issues.

CX Strategies for the Customer Journey

This stream will look at how to take a truly customer-centric approach to your CX strategies, ensuring a seamless customer journey as a result. 

Combining CX Strategy with Culture

Organisational culture is a key ingredient to creating great customer experiences. Join this stream to discover how to embed a CX-orientated culture into your organisation.

The Evolution of CX Service Design

Service design is a hot topic picking up where the customer journey left off. Service by design is an increasing imperative in an age where digitally-savvy consumers have increasingly higher expectations of their service providers and expect a seamless experience every time.

Artificial Intelligence and Robotics

The burgeoning new technologies surrounding the world of AI and Robotics present many opportunities as organisations grapple with the challenges presented in improving relationships with both their customers and their employees.

Training, Learning and Development

With the relationships between our people and our customers becoming ever more critical, the development of our employees through training and career development is of paramount importance. Diversification and inclusivity are key areas where improvements are being applied.

Using Customer Insights to Personalise CX

With 91% of consumers saying that they are more likely to shop with a an organisation who make personalised recommendations to them, this really is the future of customer experience. 

The best way to find out exactly what your customers want is to utilise the insights we hold on them in order to create an experience that's right for them. This stream will teach you how to do just that.

Customer and Employee Engagement

The correlation between highly engaged employees and customers who are similarly engaged is irrefutable. Study after study has proven a clear path from engaged employees to engaged customers to improved performance and profitability.

Innovative and Disruptive Strategies in CX

This stream explores how listening to and implementing what your customers want, as well as personalising each touchpoint with your organisation, you can form a winning strategy that will ultimately allow you to gain a competitive advantage.

Linking Voice of the Employee and Voice of the Customer

The ever-closing links being forged between the Voice of the Customer and the Voice of the Employee are a major industry trend. Strategies evolving around VOC and VOE are some of the most dynamic in the customer and employee engagement space.

Engaging with the Digital Customer Across the Enterprise

The days of the silo mentality and the service and experience that too often goes with it are well and truly being consigned to the dustbin of history. In the digital age, every part of an organisation needs to be joined up with the customer at the heart of its thinking as it delivers on the cx.

Evolution of VOE Across the Enterprise

Employees are playing an increasingly important strategic role in developing organisations’ services and products across channels, and the Voice of the Employee is critical to the development of employee engagement strategies. These are business-critical issues.

CX Marketing

Research shows that the marketing function plays an increasingly important role in the CX as advances in technology enable greater customer understanding and insight, allowing organisations to tailor their strategies to ever more demanding and proactive customers.

Internal Communications

The workplace is changing, and the way we communicate with our people as they gain access to new technologies must also change fundamentally. As organisations grapple with these challenges, internal communications take centre stage in the quest for higher levels of engagement.

Tarv Nijjar

Tarv Nijjar

McDonald's Global Senior Director, Global Strategic Insights CX & AI
Experienced global executive with a demonstrated history of working in the consumer goods and restaurant industry. Skilled in Digital, Strategy, Finance, Business Planning, Sales, Big Data Analytics, Econometrics and AI using recursive neural networks and Data Science.
Vinay Parmar

Vinay Parmar

National Express Chief Customer Officer
As Chief Customer Experience Officer, I lead the work on our CX strategy supporting our purpose of leading modal shift from cars to mass transit.
Leon Ellerton

Leon Ellerton

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
Bruce Swan

Bruce Swan

Panasonic General Manager, Customer Care and Digital Service
Dynamic, results-driven customer service leader, that is both creatively entrepreneurial and scientifically meticulous. Extensive experience strategically directing global contact centre and customer service operations. Capable of turning innovative thinking into practical and profitable solutions, with the proven ability to assemble and retain world-class customer service teams.
Maria Vidler

Maria Vidler

Starling Bank Head of Resolution
An experienced senior manager with experience in the delivery of operational performance and customer experience improvements to support business strategic ambitions. I have a proven track record in leading large high performing teams in The Financial services sector and have an ability to work under pressure whilst ensuring that customer service is the focus for both my internal and external customers.
Angela Johnson De Wet

Angela Johnson De Wet

Lloyd's Banking Group Commercial Banking Technology Leader

Ange is responsible for Governance and Compliance for Lloyd Banking Group’s Cloud Enabled Business Transformation Programme. Before her current role, Ange was Head of Cloud and Technology Change Risk.

Prior to working at Lloyds, Ange led transformation teams and programmes at Deutsche Bank including: Cloud Security, Risk and Compliance, Anti-Financial Crime Analytics, Data Quality People Change and Money Markets Finance, Risk and Regulatory Reporting.  

Before joining Deutsche Bank, Ange worked as a Senior Manager at EY across Asia Pacific and EMEIA within the Financial Services Organisation focusing on Corporate Banking and Capital Markets transformation and business, technology and programme advisory. Ange started her career at IBM in Australia working as a developer, tester, designer and then business analyst and project manager.

Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.

Clare Pitts

Clare Pitts

Pilgrims Food Master Consumer Relations Manager
Forward thinking, dynamic Customer Service Manager with extensive experience within multi-national FMCG environments. Focused on providing excellent customer journey experience whilst keeping in mind business objectives to grow sales and protect reputation. Known as a trusted business partner, influencing and guiding global key stakeholders through use of data analysis and KPI’s to drive change and maximise performance.
Adam Lowe

Adam Lowe

Aston Villa FC Head of Marketing

Adam has worked for Aston Villa Football Club for almost 10 years, having worked his way up from Marketing Coordinator to Head of Marketing. 

Following a hugely successful fan engagement campaign, Aston Villa Football Club are finalists in the Engage Awards for Best Use of Voice of the Customer and Best Customer Centric Strategy.

William Agnew

William Agnew

Natwest Experience Lead - Video Banking
An experienced and capable operational leader, that can also deliver change at pace within the financial services industry. I particularly excel in leading teams through change, whilst also balancing multiple priorities.
Nathan Sanders

Nathan Sanders

Ford Head of European Contact Centres

Nathan is Head of European Contact Centres at Ford, having worked to improve their contact centre initiatives for over 16 years. Catch Nathan in our 'Creating Value in the Contact Centre' stream where he'll be part of a fireside chat that will inspire our audience to transform their own contact centre initiatives.

Cheryl Graham

Cheryl Graham

Sky Service Strategy Lead

I have over 20 years experience in a variety of disciplines, including service strategy, project management, business analysis and service management.

I've worked across a cariety of sectors such as telecommunications, Oil and Gas, conservation, Finance and Regulatory and now broadcast media.

My current role bridges the gap between technical functionality and customer experience, and provides me the platform to champion global solutions using data driven research.

Sarah Reeder

Sarah Reeder

Sky Service Performance Manager
Experienced people manager, passionate about service innovation, customer experience and driving operational efficiency within high-performing teams.

Sky Mental Health First Aider and Wellbeing Champion, empowering everyone to feel supported and comfortable to discuss mental health in the workplace.
Anna Wilcox

Anna Wilcox

Bupa Head of Customer Experience
Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care. Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres. Despite her passion for marketing, she found she really wanted to make a difference for the customer. So when the opportunity for a new challenge arose at the beginning of 2017,  she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa. This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.
John White

John White

Domestic & General Customer Experience Director
John has 19 years experience in Customer Experience roles across various industries (FS, Auto, Hospitality, and B2B). An experienced CX professional, John has worked within Consulting practices (Accenture Strategy and Kantar) as well as in industry (ex-Deliveroo, and now at Domestic & General).
Abdul Khaled

Abdul Khaled

E.ON Head of Digital Customer Experience
Abdul leads the digital and customer experience function at E.ON’s new challenger brand in the UK – E.ON Next. With extensive digital experience, Abdul has been involved in leading digital strategy, transformation and growth at global brands, most recently with Cisco and Subway, as well as driving innovation at several start-ups both nationally and internationally. At E.ON Next Abdul is currently building a new digital-first product and CX team tasked with disrupting and revolutionising the energy space. His focus is on high performance, innovative ways of working and culture building. He regularly shares his expertise through webinars, conferences and thought leadership pieces as well as coaching upcoming digital leaders.
Lance Hitchins

Lance Hitchins

Mitsubishi Electric Head of Customer Training
Mark Kemp

Mark Kemp

AT&T Head of Customer Experience

I am a highly experienced Head of Customer Experience / Head of Customer Success / Head of Customer Service leading full lifecycle strategy & target operating model design to transformational programme delivery.

I am an expert in Problem Solving and the use of big data to analyse and assess different ways to improve the customer journey and experience.

Sarah Lander-Scott

Sarah Lander-Scott

Barchester Healthcare Head of Customer Experience
Motivated, passionate individual experienced in the delivery of Customer Experience strategy and People Development.

Proven track record of improving customer satisfaction scores, transformation of contact centres, business processes and driving cultural change. Strong ability to report on overall brand experience, drive high employee engagement and identify opportunities strategically, delivering projects to time and cost improving customer satisfaction, loyalty and advocacy.

Engaging natural leader with clear direction and drive for results. Excellent stakeholder management skills and ability to work cross functionally. Tenacious with a great appetite for change, challenging the norm welcoming new ideas and diversity in teams. Great attention to detail with good financial awareness and overall business acumen and a balance of business vs. customer viewpoint.
“The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology”
Customer Experience Manager, Virgin Media
“Thanks to the conference, i felt more confident and encouraged after the day about implementing customer strategy into my work”
Serco MarksAndSpencer

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VENUE DETAILS

Westminster Park Plaza Hotel

200 Westminster Bridge Rd, London SE1 7UT

TICKET OPTIONS

SUPPLIER TICKET

  • For Suppliers 
  • Networking and Commercial Opportunities 
  • 5 Stages of Quality Content
  • Interviews
  • Panel Debates
  • Networking Opportunities 
  • Lunch Provided
  • After-Event Drinks
  • Registrations are subject to approval

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