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The Technological Evolution of Customer Contact in a Rapidly Changing Consumer Environment

Customer Engagement Transformation

The Customer Engagement Transformation Conference comes as a growing number of organisations are realising the business benefits that accrue when they work to transform and evolve their customer engagement strategies to keep pace and engage more closely with their customers.

  • Customer Engagement Conference
  • Victoria Park Plaza, London
  • Thursday 9th June 2022
Register

Let’s build better experiences for your customers

Attendees who attend the Customer Engagement Transformation Conference will leave feeling equipped with exclusive insights from organisations that have already transformed to suit the ‘new norm’ and are reaping the rewards of customer loyalty as a result.

You’ll be witness to 20 world class speakers delivering exclusive content surrounding trending topics. With world-class case studies and networking opportunities with industry experts, you’ll come away armed with all the tools, techniques and insight you need to implement effective and successful long-term customer engagement strategies.

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Key facts

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ONE-DAY EVENT
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roundtable sessions
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CASE STUDY PRESENTATIONS
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live event
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1-2-1 MEETINGS
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20 exclusive presentations

What to expect on conference day

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TOPIC STREAMS

Customer Experience Strategies for the Modern Customer

Organisations are, more than ever, needing to adapt and indeed reinvent their relationships with customers. This stream will look at how organisations are successfully addressing their CX strategies to meet the needs of the ‘modern customer.

Linking People with our Customers

This stream will delve into the changing perception of what makes a great customer experience, and how great employee experiences will allow you to thrive in the future.

Voice of the Customer

Join this stream to learn how to unlock exceptional 360° customer insights through simply listening to your customers.

The Rise of the Customer Service Design

Service Design is critical to customer experience, yet many of us give little thought to actively designing experiences in the first place. This stream will show you how to implement a new toolset that will ultimately drive profits, cost savings, and competitive differentiation.

Unlocking Exceptional Customer Journeys

An exceptional customer journey can transform retention and loyalty, so join this stream to lean how to deliver smooth, personalised customer journeys with quick resolution times.

Personalisation of the Customer Experience

This stream will explore how, by 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 competitive advantage.

Artificial Intelligence in Customer Experience

This stream will be drilling down into exciting new areas and examining how you can implement new technologies to ultimately transform customer engagement.

Harnessing Technology in Customer Engagement

With the rapid expansion of the variety of channels customers choose to use, this stream will look at how you can enhance your technology offering whilst also linking interactions to ensure you’re providing a
personal, contextual experience for each customer.

Engage-Speaker-Martin Hill-Wilson

Martin Hill-Wilson

Brainfood Consulting Founder

Martin is a leading customer engagement and digital business strategist and an author and international keynote speaker. Working under his own brand, Brainfood Consulting, he designs masterclasses and transformational change helping clients evolve their social and digital capabilities. Current topics include omni-channel design, proactive, low-effort customer experience, social customer service, and customer hubs. All themed around service innovation. Even service organisations that consider themselves advanced in their omni-channel capabilities face the barrier of internal silos and competing agendas. This remains a strategic weakness in terms of real time responsiveness. Digitally empowered customers have reset the bar on acceptable customer experience. Organisations that want to prosper in this new regime have to adopt a new mind-set and leadership capabilities. But how to escape the days of siloed customer engagement and the idea that the service organisation was solely responsible for customer experience. Today, market leadership means taking a fresh approach to continuous improvement and service innovation: re-energised through new partnerships with customers and employees. Customer hubs provide a low risk evolutionary path. The hubs draw together a number of competencies into a new form of working relationship. This includes the front office (sales, marketing, service), analytics, change management and collaboration. Together they become a hub of innovation, improvement and competitive responsiveness for the rest of the organisation.

Engage-Speaker-Gerry Brown

Gerry Brown

Customer Lifeguard Chief Customer Rescue Officer

Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. He helps businesses save customers at risk of expiring and breathes life into their customer service operations and customer experience strategy. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. These include East Sussex County Council, B3 Living, National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. Gerry is a Member of the Professional Speaking Association (PSA), the Global Speakers Federation (GSF), the Customer Experience Professionals Association, a Certified Customer Experience Professional (CCXP) and a Fellow of the Royal Society for Arts, Commerce & Manufacturing (RSA).

“The best bit for me was the wide range of companies and industries represented which gave insight in to how engagement affects all industries.”
Alice Smith, Head of Customer Experience, Virgin Media
“The day never lost momentum and i was truly inspired - I'll definitely be back next year!”
Alice Smith, Head of Customer Experience, Marks & Spencer MarksAndSpencer
Alice Smith, Head of Customer Experience, Virgin Media

WOULD YOU LIKE TO HEAR FROM THE PEOPLE WHO BUILT AMAZING CUSTOMER EXPERIENCES FOR THESE COMPANIES?

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Looking for speaker and sponsor opportunities?

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09:00 - 09:10 Hall Welcome

Speaker:

Martin Hill-Wilson - Brainfood Consulting

09:10 - 09:35 Opening Keynote: Missguided Case Study - Getting Buy in to Prioritise Customer Experience Initiatives

Remove the frustration of contact centre and customer experience roles. Ian explains how he uses the contact centre, technology, customer insights.

Speaker:

Ian Webber-Rostron - Missguided

10:00 - 10:25 TUI Case Study

Speaker:

Frans Leenaars - TUI

10:25 - 10:55 Coffee & Networking

VENUE DETAILS

Victoria Park Plaza Hotel

239 Vauxhall Bridge Road, London, SW1V 1EQ – Lower Level 1

HOW TO GET HERE

Ideally located in the West End within walking distance of the Victoria London train station, the stylish Park Plaza Victoria London provides guests with a convenient transportation link to Gatwick Airport. The hotel is also close to coach, bus and Underground stations.

Enjoy proximity to the capital’s primary tourist sites, such as Buckingham Palace, the Houses of Parliament, Theatreland and Big Ben. Business travellers can take advantage of on-site meeting facilities and an Executive Lounge.

Situated just two minutes from the Gatwick Express and National Rail service at London Victoria Station, Park Plaza gives you easy access to Central London, Gatwick Airport and the south side of England.

TICKET OPTIONS

STREAM LIVE

  • Stream Live - Free
  • Watch Event LIVE (only)
  • Full Day of Content
  • Watch LIVE Event Stream
  • End Users Only
  • No Travel Required
  • Join Roundtable Sessions
  • Live Q&A
  • Panel Debates
  • 1-2-1 Meetings
  • Multi-Device

Stream OnDemand

  • Full Day of Content
  • 12 Hours of Case Study Content
  • Interviews
  • Panel Debates
  • No Travel Required
  • 30 Day Viewing License
  • 24/7 Access
  • Multi-Device

STREAM LIVE

  • 12 Month Subscription
  • Full Access for 1 Person
  • Access ALL Content (Live and/or Virtual)
  • 100+ Hours of Event Videos
  • Case Study Content
  • Interviews
  • Panel Debates
  • 12 Month On Demand License
  • 24/7 Access
  • Multi-Device

Ready to build a better
customer experience?

Register to attend this event.

Register Now