CX & INSIGHT Leaders 2019 forum (now called - Experience Leaders Summit) focused on how technology is influencing customer insight and experience strategies. The 4th annual forum was held on the 5th of November in London, featuring inspiring case-studies, panel discussions and round-tables all aimed at learning and sharing best practices to improve the way organisations drive business success through customer insight and intelligence. Featuring Customer Experience and Marketing Insight leaders from a wide range of organisations this event offered a comprehensive guide to how you can grow your business through building a customer centric culture and more.
At this one-day forum delegates were able to hear from leading thought leaders who shared their stories and solutions on customer experience strategies, machine learning, artificial intelligence, chatbots, next-generation technology, neuroscience, employee engagement, user experience and customer centricity
Delegates who joined us at the live 2019 forum in London were able to:
- Discover latest technological trends that are transforming CX programs
- Benefit from frank discussions alongside peers focused on key industry challenges
- Put ROI theory into practice and how to create a customer centric culture within their organisation
- Listen to thought leaders who will discuss the future of the industry - A.I, Machine Learning, Innovation and more
- Review the latest thinking through plenary presentations and gain new perspective on current issues
- Learn from real-world case studies of innovative customer experience strategies in action
- Develop an informed picture of the future for customer experience and employee engagement
Experience Leaders Summit is designed for leaders in
- Customer Experience, Employee Engagement, Customer Service – B2C and B2B organisations
- Voice of the Customer, Customer Loyalty, Shopper Insights, Brand Experience
- Marketing Directors, CMO’s, Brand Directors at both client-side and agency-side
- Insight and Research professionals at both client-side and agency-side
- Product Managers, Business Development Managers from technology companies and agencies
- Data Scientists, Innovation Heads, Brand Managers from both client-side and agency-side
- Agencies, Management Consultancies, HR professionals and Advisers working with clients on branding, advertising, marketing and understanding of customers & employees
Event Partners
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Mike Stevens
Founder
What Next & Insight Platforms
Mike is the founder of What Next Strategy & Planning and industry technology website - Insight Platforms. He advises insight teams, agencies and software companies on change, technology and growth strategy.
Mike has more than 20 years’ international leadership experience with insight, technology and consulting businesses. As EMEA Managing Director at Vision Critical, he established the company in the UK before driving its regional growth as the leading provider of insight community solutions. Whilst at Kantar-TNS, he led the global Vodafone account and several UK client service teams. He has also worked for several boutique marketing strategy consultancies.
Jonathan Winchester
Chief Executive
insight6
Jonathan is one of the UK's leading CX experts. For twenty five years he has developed feedback channels and team improvements across thousands of businesses worldwide. The unique insight6 business model consists of 25 CX Directors personally supporting high performing SME's to improve their CX. A passionate and engaging speaker, Jonathan will challenge and provoke debate around the CX issues of the day.
Katy Taylor
Commercial & Customer Director
The Go-Ahead Group PLC
Katy leads commercial development, customer experience, corporate affairs and strategy across Go-Ahead’s 12 bus and rail companies worldwide, working with brands including Southeastern, Thameslink, Brighton & Hove Buses and Go North East. She also leads the Future of Transport strategy at Go-Ahead, looking at Mobility as a Service, Demand Responsive Transport and active travel initiatives.
Prior to Go-Ahead, Katy spent over 20 years leading customer focussed transformation in financial services, media and leisure, including director level roles at Kroll, VTB Bank and IG Group.
Katy is a keen runner and the owner of a small tortoise called Flash.
Sarah Hudson
Marketing and Partnerships Manager, UKI
Equiem
As Equiem’s Marketing and Partnerships Manager for the UK and Ireland, Sarah is responsible for designing and scaling Equiem’s engagement and content strategies, to streamline client processes and ensure the success of all client tenant engagement strategies.
Personifying Equiem’s mission to change the world one square foot at a time, Sarah is passionate about seeing landlords transform their buildings from mere brick and mortar structures to thriving vertical villages. She works tirelessly to find the right solutions for her clients, helping them unlock new value in their assets, and attract and retain tenants.
Prior to joining Equiem in 2014, Sarah worked in marketing for Westfield, helping manage the rollout of the company’s engagement strategy across its shopping centre portfolio.
Away from work, Sarah is a keen equestrienne but doesn’t discriminate when it comes to four legged animals and enjoys dog-walking too.
Christine Hemphill
Co-founder and Managing Director
Open Inclusion
Christine is co-founder and Managing Director of Open Inclusion (a London based accessibility research & experience design consultancy). Christine has a background of over 20 years designing and creating innovative products, services, teams or businesses, or making them better. The last 5 years have been solely focussed on customer and workplace inclusion, helping identify opportunities and develop creative solutions for inclusive brand experiences.
As an economist by trade she understands the scale and value of this very significant market segment and the mainstream value of universal design to businesses. However she is an innovator by nature and loves the power of human centred design, utilising current and emerging technologies and approaches to solve for significant unmet customer needs that exist today. Drawing on their user research panel of +450 people with lived experience of disability or who are over 65 years old, Open runs many forms of qualitative customer experience research and co-creation that ensures any proposed solutions is practical, valuable, usable and delightful. She is a regular speaker at conferences on innovation and emerging technologies, accessibility, research, customer experience design and value management from the perspective of developing environments (digital, physical and service) that are simply better for us all.
Simon Fraser
VP, Customer Experience Strategy
InMoment
Simon has designed groundbreaking customer experience strategies at InMoment for nearly 10 years. Prior to joining the company, Simon worked at GFK/NOP and Nielsen for over a decade, helping brands make sense of their customers and how to drive ROI on products and services. Simon’s decades of experience and consequent experience intelligence mastery make him a key strategist at InMoment, where he works as a Vice President of Customer Experience Strategy.
James Wycherley
CEO
Insight Management Academy
James Wycherley joined the Insight Management Academy as CEO in May 2015 after 10 years as Insight Director at Barclays Bank. He is an expert on insight strategy, analysis, and communication, and benefitted from 12 years as a client of the Insight Management Academy before joining it. He has delivered consultancy and keynote presentations in Europe, North America, Australia and the Middle East.
Alastair Herbert
Founder
Linguabrand
Alastair speaks around the world on better listening. As a marketing director he became uncomfortably aware of how misleading focus groups are. And he believed brands could be positioned by the way they persuade rather than on gut-feel alone. So he founded Linguabrand to make psychological insights faster, cheaper and more effective. Since then he’s loved working with brands like Johnson and Johnson, Beam Suntory and a host of smaller businesses.
Sabrina Qureshi
Business Development Director
Motif
Sabrina has a passion for helping clients build customer centric businesses to promote growth. She’s built up 10 years of insight experience working across methodology and industry, with particular focus on online communities. She brings this expertise to Motif, collaborating with new clients to design projects that will drive customer loyalty for business growth.
Christopher Brooks
Managing Director UK
Clientship
With over 20 years agency, client and consultancy experience working with companies across Europe helping them authentically and profitably transform to adopt customer experience as lead business model. As Managing Director of international CX specialists, Clientship, Christopher's experience by geography and sector is vast, including brands such as ASOS, Visa, Tesco, RSA, Checkatrade, British Gas, UCL, Sony, Ladbrokes and Park Inn among others.
Christopher often guest lectures, judges awards and speaks on Customer and Employee experience.
John Mulholland
Senior Innovation Director
Prophet
An experienced and passionate innovation catalyst, John is a sought-after international creative consultant and speaker. For the past 18 years, he has worked to inspire corporations and the people who run them to embrace change and fuel passion to generate new ideas. John designs and leads high-energy, interactive, story based programs that push participants to discover what's new.
He has worked as a thinking partner for clients like Atos, Electrolux, KPMG, Redbull, Samsung, UBS and VW. He is also a guest lecturer in brand, innovation, and cultural change at the University of Chicago Booth School of Business, London Business School, and You Can Now. A storyteller at heart, John is never far from new ideas or an audience.
Russ Budden
Director of Sales & Marketing
E-Tabs
Russ is Director of Sales for E-Tabs, global leaders in reporting automation and charting solutions. He has over 15 years’ experience in market research – specialising in strategic consultancy and data visualisation. Russ has two pet hates – manually creating research reports … and his football team losing. He advises companies around the world on improving their reporting efficiency – but sadly can’t do much about his team losing!
Siemon Scamell-Katz
Director of Development
Big Sofa Technologies
Siemon Scamell-Katz was the founder in 1991 of ID Magasin, the premier international shopper strategy consultancy, eventually selling to Kantar in 2006 and becoming Global Innovation Director of TNS Retail and Shopper. After 2010, he worked as a consultant, specialising in strategic development.
In 2019, he joined big sofa technologies. Recent projects have included a workshop programme to develop a complete sales and marketing strategy for an online FMCG brand, a workshop and design programme for a FMCG multinational to create a retail and merchandising vision for Global retail 2025 and an ideation programme for a FMCG multinational to create new high street retail brands.
Siemon established ID Magasin as a shopper consultancy in 1991, pioneering the use of many techniques such as shopper filming and was the first in the world to use eye tracking, Virtual Reality (VR) and eye tracking in VR in many hundreds of shopper behavioural research projects. Subsequently he worked using fMRI and eye tracking to further his research into vision and cognition. As a result he has unparalleled insight into shoppers and the shopping process and has worked with the world’s leading brands and retailers through a combination of shopper research, actionable global insights and strategic consultancy.
Siemon is much in demand as a speaker and commentator both on the international conference circuit and in broadcast and printed media. He wrote “The Art of Shopping” in 2012.
Pete Doyle
Founder & CEO
SocialRetail Group
Author ‘Think Twice Tweet Once’
I have worked in Retail for 32 years for large successful retailers such as Waitrose, Marks and Spencer and Hamleys of London.
Having been successful in many online projects for these companies, I founded Social Retail to empower my clients to use social media with their in house teams.
I have written and delivered Social Media workshops & courses from startup business through to MBA Executives at The Henley Business School, University of Reading. I am an experienced panelist and guest speaker at Retail & Mobile Technology conferences.
I am also an active participant in and builder of many twitter communities and train my clients to be self-sufficient with social media tools for their Retail businesses.
I successfully raised £1m venture capital for a start up business in 2006 and experienced in all aspects of commercial operations and making companies profitable. In 2008, Pete started his philanthropic work by founding a music educational charity, Reading Rock Academy in his home town of Reading, UK.
Emilie Werrin
Customer Experience Architect
Dow Jones
Emilie Werrin is a customer experience professional with experience leading CX programmes across both B2B and direct to consumer products, platforms and solutions. She currently leads CX efforts for Dow Jones Professional Information Business products, globally and international CX efforts for Dow Jones’ consumer products including The Wall Street Journal, Barrons Group and Financial News.
Prior to joining Dow Jones she worked in marketing across Pay TV, Radio and Retail but following taking on a strategic role at Dow Jones supporting their “Customer Group”, very quickly realised the value of the scalable and repeatable approach of customer experience design.
Adam Ginty
Head of Customer Experience
UBL, UK
Adam Ginty is Head of Customer Experience at UBL UK, responsible for the Bank’s Marketing, Customer Insight and Customer Experience departments.
Ben Glassock
Director
The Forge
Ben is one of the founders of the Forge, a director-only consultancy that specialises in using insight to efficiently and effectively develop strategies for profitable growth across a wide range of consumer-driven business challenges. Previously Head of Qualitative Insight at Clear, Ben has more than 20 years experience as a researcher, delivering insight and understanding to global businesses. He previously had a number of hobbies and interests but these have now been replaced by a 4 month old baby boy.
Sharad Khandelwal
Co-founder & CEO
Sentisum
Sharad is the Co-founder and CEO of London based startup SentiSum. SentiSum’s AI platform helps brands like BA, Blackcircles, DHL etc improve their customer experience by finding and quantifying their customer's pain points. As these companies interact with their customers, they accumulate huge silos of data. Hidden in this data lie powerful insights that would take human analysts years to sift through. SentiSum uses advanced machine learning to give companies the power of 1000 analysts, in real-time, and at a fraction of the cost.