Inspiration for insight driven organisations

AGENDA

19th October 2016

08:30 am - Registration & Refreshments

Opening Note from Conference Chair

Customer Experience 'The Elephant in the Boardroom': Why do senior executives consistently fail to engage with this increasingly critical part of their business strategy, and do so at their peril?

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    Alan Pennington Chairman, Customer Experience Advisor, Non Executive Director, Author

Plenary: Employee Culture

The Importance of Colleague Engagement and Employee Culture in Customer Experience

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    Katy Taylor Group Marketing and Customer Experience Director , The Go-Ahead Group PLC

Plenary: Customer Feedback

The Customer Feedback Conspiracy

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    James Dodkins Customer Experience | Customer Centricity | Author | Keynote Speaker, BP Group

Panel: Keeping Promises

Bridging the Gap between Marketing & Customer Experience by Making & Keeping Promises

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    Jonathan Webb Founder & Director, Brand Tourist
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    Rachel Haworth Customer Experience Director , Coventry Building Society
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    Rufus Weston Head of Insight, Just Eat
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    Brendan Hogan Customer Research & Insight Manager, Worldpay
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    Keith Bailey Senior Insight Advisor, Transport Focus

11:00 am - Coffee Break & Networking

What is Advocate Marketing and how can it help brands create better long-term customer experiences that engage and win new customers? This talk looks at the exciting and emerging area of social media advocate marketing. It will explore how brands can switch on their untapped influencers and harness satisfied customers online to build sustainable relationships, reach a new audience and deliver a big business impact.

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    Mark Henshall Head of Content, Qube Media

Ask ten different people what customer engagement means and you’ll probably get ten different answers. Therefore, via a series of case studies featuring firms like Carharrt, Siemens, HP and Swisscom, Adrian will explore what customer engagement means for them and provide clues as to what & how firms can get more out of their own engagement efforts.

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    Adrian Swinscoe Customer Engagement, Experience and Service Coach | Speaker | Author | Blogger & Forbes contributor, RARE Business

12:30 pm - Lunch Break & Networking

This talk  will share how the Global Marketing team worked with research insights to re-focus their marketing approach and messages following a disappointing initial launch for Mepilex® Border Post Op, especially how to talk to different HCP roles and to explain the WHY.

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    Jeff Deighton Managing Partner and Head of Consulting, insight engineers Ltd
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    Jesper Valdtun Customer Insight Manager , Mölnlycke Health Care (MHC)

An Academy Customer Experience Benchmark Observation

Join Erik as he discusses how the academy can effectively employ and measure customer experience based on what's important to students, faculty and staff. Understanding their personas and designing extraordinary experiences can lead to advocates with higher levels of continued scholarship interaction. Whether a school uses an open or competitive selection process, engagement must be purposeful and encourage camaraderie.

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    Dr. Erik Bean, Ed.D Associate Professor, American Public University, U.S.A.

Virgin Money’s Quest to make Banking Better

This talk will give you an overview of Voice of the Customer Programme that Virgin Money have implemented to improve their overall brand & customer experience.

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    Alex McDougall Customer Research Manager , Virgin Money
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    Chris Brown Customer Experience Management , Confirmit

Strategy + Culture

Connecting the dots to deliver an Authentic Experience

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    Garry Clamp Director Customer Experience EMEA , Ciena Corporation

15:35 pm - Coffee Break & Networking

The Launch of M&S Sparks Loyalty Scheme

An agile test and learn insight approach to shape product development. This talk will go through the insight programme that sat behind the launch of the M&S Sparks loyalty scheme – focusing on how a customer centric test and learn approach helped shape the programme through to launch and still today.

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    Hayley Ward Head of Research Insight , Marks & Spencer

Panel: Customer Journey

Laying Better Foundation for Customer Journey to deliver Great CX

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    Alan Pennington Chairman, Customer Experience Advisor, Non Executive Director, Author
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    Tim Pritchard Managing Director, Customer Experience, Kantar TNS
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    Claire Verdirame Head of Insight and Marketing Performance, HSBC
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    Adrian Swinscoe Customer Engagement, Experience and Service Coach | Speaker | Author | Blogger & Forbes contributor, RARE Business
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    Mark Gaylard Senior Manager Customer Strategy, Accenture

17:15 pm - Summing Up by Conference Chair

17:30 pm - Conference Close