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Upcoming Event

Knowledge Management Conference

Knowledge management (KM) provides a means of improving organisational KPIs while delivering consistently better service across all channels, thereby gaining a competitive advantage and revolutionising the human experience. An effective KM strategy enables organisations to provide exceptional end-to-end customer experiences while lowering support costs, and has the ability to make a significant impact on the bottom line.

  • In-Person Conference
  • Victoria Park Plaza, London
  • Thursday 13th October 2022

Let’s build better experiences for your customers

This conference will take a deep dive into how organisations are having to handle more information every day than ever before, as nearly 2.5 quintillion bytes of data are generated daily. This sheer amount of data can quickly become unwieldy on both a company and at employee level – by joining this event, you’ll learn how to manage data to improve your organisational offering.

As employees gain both knowledge and experience within their jobs they constantly develop know-how, skills and insight about the organisation and customer problems – this is built up over time and good knowledge management strategies also mean that this expertise is not lost forever when employees leave.


Key facts

roundtable sessions
Interactive Sessions
15 Presentations
Live Event
Case Study Presentations

What to expect



How KM Can Improve Customer Experience

Centralising customer information can help to transform CX and increase customer retention and loyalty as a result. Discover how to unify the customer journey using Knowledge Management by attending this stream.

Exploring User Intent by Looking at Customer Moments

Using Knowledge Management techniques to analyse customer moments allows organisations to segment and customise offerings based on what your customers really want. The more we know, the more we can serve up content and support techniques that marry up with the intent of our users.

Transforming Digital Customer Data into Knowledge About Customers

Data is the key to unlocking crucial insights about our customers. Those who dive into their digital customer data will be able to transform and thrive based on the key information hidden in customer data.

Internal & External Knowledge Management Benefits

Knowledge Management is key for both customer and employee engagement. From training and learning benefits internally, to creating great customer experiences externally, there are huge benefits for those adopting Knowledge Management techniques.

Engaging Customers Across Different Channels

Successful Knowledge Management allows us to create a truly omnichannel approach to our customers, providing a seamless experience whichever way they choose to reach us.

Using Insights to Personalise the Customer Journey

The data and insights that can be gained through centralising the information we hold about our customers allows us to personalise the customer journey in ways that has never been possible before. Don't miss this stream if you want to create a personalised, seamless experience for your customers.

What Will Knowledge Management Look Like In The Future?

The future is bright when it comes to Knowledge Management - as a relatively new topic in Customer Experience, those organisations who have centralised their information in the right ways are already reaping the rewards, and this has only just begun...

Satisfying Customer Demand for Excellent Service

In the modern world, our customers demand more than ever. A key technique in going above and beyond to delight our customers is utilising the knowledge we hold internally. Join this stream to discover how to utilise Knowledge Management to surprise and delight your customers.

The Importance of Customer Relationship Management (CRM)

An effective CRM strategy can be a make or break when it comes to utilising data effectively. Join this stream to discover how to maximise the use of your CRM in unifying the customer journey.

Gianfranco Cuzziol

Gianfranco Cuzziol

Natura & Co Group CRM and Personalisation Lead
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.
Rachael Birtwhistle

Rachael Birtwhistle

Charlotte Tilbury Beauty Learning, Development and Inclusion Partner
Sarah Andrews

Sarah Andrews

Treatwell Senior CRM Manager
Victoria Duxbury

Victoria Duxbury

Bryan Cave Leighton Paisner LLP Associate Director, Knowledge Development LawyerSCOTT
After a decade at the real estate transactional coalface Victoria transitioned to a knowledge development role having nurtured a particular interest in legal innovation, accessibility and communications. She now leads the core real estate knowledge development team at Bryan Cave Leighton Paisner. Victoria comments: "As one of the world's leading real estate practices, the wealth of real estate knowledge at BCLP is staggering - my team's job is to nurture that and ensure that it is accessible to all (including our clients), embracing cutting edge tech and outside the box process along the way."
Alex Pierre-Traves

Alex Pierre-Traves

Fidelity International Head of CRM
Scott Hague

Scott Hague

Hertfordshire Constabulary Learning & Insights Manager
Nick King

Nick King

AutoTrader Insights Director
A consumer psychologist and expert in digital media and marketing, possessing the experience to analyse and interpret trends in consumer adoption of technology and develop strategies for customer acquisition and retention through digital and offline channels.  

Nick joined Auto Trader in January 2007 running Business Intelligence and in 2010 built the retailer insight team running master classes and webinars.  He also makes short films to evangelise about data and Insight and speaks regularly at conferences in Europe, Canada and North America.

Nick is also a visiting lecturer  in consumer psychology at Anglia Ruskin University, Cambridge. 

After graduating from Loughborough in 1986 , Nick spent years in advertising and planning at Dorlands and Lintas, was a guitarist with Great Northern Electrics, a publisher on HiFi magazines at Petersen/EMAP and a research Director at Media agency Carat/Difiniti  responsible for a team of researchers advising a range of Blue-chip clients  on the development of their marketing and communications strategies in the Digital arena.
Cat Harris

Cat Harris

Mediabrands UK Head of Learning & Development
An L&D lifer with experience in the entertainment, insurance, tech and media sectors. Driven by supporting others, developing communities and ensuring learning & development is accessible to all. Like all of us I’ve transitioned into the hybrid working environment and needed to learn new ways of working with technology, remote delivery and a different style of engaging with audiences – it’s been a journey for sure!

My current focus is ensuring accessibility and inclusivity for all, no matter your ability, neurodivergence or disability. I head up the Neurodiverse and Disability Network and work with others to ensure all employees have access to what they need in order to succeed.

I’m also a proud working parent (who has just survived the first summer holidays!)
Scott Parker

Scott Parker

Sinequa Product Marketing Director
Scott Parker is the Product Marketing Director at Sinequa. Scott believes that using modern technology to connect individual workers to the collective knowledge and expertise of an organization in order to do their jobs more effectively drastically improves the overall performance of the entire organization. Scott holds a graduate degree in Software
Engineering from Carnegie Mellon University and has worked in a variety of roles at companies including Bloomberg Industry Group, IBM Watson and NetBase before joining
“A fabulous opportunity to learn and exchange ideas with diverse companies, I found it inspired me to bring about changes in my organisation”
VistaJet VistaJet-Logo
“Easy to register and access presentations. Very well organised and chaired. Great case studies focused on current affairs”
“I can't commend you enough on the quality of speakers. Excellent to hear from world class brands all in one place"
Marks & Spencer MarksAndSpencer
“The event was an enjoyable learning experience that celebrates Customer Engagement through people and technology.”
Canada Life Ltd
“Thanks to the conference, I felt more confident and encouraged after the day about implementing customer strategy into my work.”
Serco 2560px-Serco_logo.svg



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Victoria Park Plaza Hotel

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


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.


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customer experience?

Register to attend this event.

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