Inspiration for insight driven organisations

CX & INSIGHT Leaders - 11th October 2017

"Building Customer Centricity"

AGENDA 

11th October 2017

08:15 am - Registration & Refreshments

Opening note from Conference Chair

Cracking the ROI Code - Creative Experiences

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

The Challenge & The Way

Achieving customer centricity and customer experience excellence.

The fight to achieve a market-leading customer experience is increasingly feeling like a maelstrom and firms are struggling to keep up. Competition, disruption, artificial intelligence, automation, big data, omni-channel, personalisation, behavioural science, privacy…. these are only some of the issues that firms are wrestling with. In this session, Adrian will explore some of these challenges businesses face, what they can do to surmount them, how they should approach these challenges as they look to grow and what they should be focusing on to help them develop and deliver the market leading customer experience that they desire.

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

Panel Discussion: Technology Game-Changers

How can "CUSTOMER" remain the focus in a world where technology is being increasingly influenced by Artificial Intelligence, Internet of Things, Blockchain and Virtual Reality? 

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    Mike Stevens Founder, What Next Strategy & Planning
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    Julia Ayling Head of Research & Insights , MINDSHARE UK
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    Charlotte Putnam Global Insight & Analytics Director, Dentsu Aegis Network
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    Jon Cohen Managing Partner, Kindling Strategy

10:35 am - Coffee Break & Networking

Private Meetings 1

1-2-1 Meetings with Agency Partners and Solution Providers 

Panel Discussion: Cracking the Code

How to build a customer centric culture? How to shift the culture from business/product focused to customer focused? How do we get employees to buy-in?

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    Adrian Swinscoe Customer Engagement, Experience and Service Coach | Speaker | Author | Blogger & Forbes contributor, RARE Business
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    Katy Taylor Communications, Marketing & Customer Experience Director, The Go-Ahead Group PLC
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    Rachel Moriarty Head of Insight, Winterbotham Darby
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    Alan Pennington Chairman, Customer Experience Advisor, Non Executive Director, Author

12:40 pm - Lunch Break & Networking

Private Meetings 4

1-2-1 Meetings with Agency Partners and Solution Providers 

Entrepreneurial Growth

Embedding entrepreneurship in businesses to accelerate growth.

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    Conrad Persons Co-Founder & CEO, Mash Strategy Studio
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    Charlotte White Global Marketing Controller, Britvic Soft Drinks Plc

14:50 pm - Coffee Break & Networking

Private Meetings 8

1-2-1 Meetings with Agency Partners and Solution Providers 

Top 5 Marketing and Communication Trends for Customer Centricity in 2018

This session explores the trends on the horizon that will enable brands to become truly customer centric in 2018. 

Developments in areas such as conversational commerce, in-store and mobile marketing, AI and data management will mean more relevant and personalised experiences. But what do consumers think about all of this and what should businesses be focusing on in particular?

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    Sophie Harding Research and Insights Director, Mindshare

“Do you [really] know who I am?”

Andrew will share a very colourful personal journey, which highlights the use of data and its impact on customer loyalty, intended to stimulate thinking around what future customer experiences could look like for you.

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    Andrew Vorster Technologist | Innovator | Catalyst

Beyond System 1

Why behavioural science is starting to move beyond the familiar to offer a wide range of new methods to enhance customer centricity

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    Colin Strong Head of Behavioural Science , Ipsos

Developing an insight driven culture in your organisation.

Killer customer insights should lead to killer value propositions and innovations. But too often these insights are unable to penetrate through departments and teams. The result? A lack of joined up strategy within organisations on how to action insights. 

This talk will show how to get departments and teams to engage with customer insights and embed the customer at the heart the organisation.

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    John Curran Founder & Director, JC Innovation & Strategy

17:20 pm Summing Up by Conference Chair

17:30 pm - Conference Close