CX & INSIGHT Leaders 2019 forum focuses on how technology is influencing customer insight and experience strategies. The 4th annual forum will be held on 5th 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 offers a comprehensive guide to how you can grow your business through building a customer centric culture and more.
At this one-day forum delegates will hear from leading thought leaders as they share 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 joining us at the 2019 forum will be 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
CX & INSIGHT Leaders forum 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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Alan Pennington
Chairman, Customer Experience Advisor, Non Executive Director, Author
Alan is recognised as one of the global experts in the field of customer experience mapping and experience design and has been responsible for the design and deployment of customer experience programmes in large service and B2B organisations for over 25 years
His clients have included Citibank Cards, Emirates Airlines, UPS, Aon, Aviva, Reed Elsevier, British Council, Mazda, UPS and Merrill Lynch.
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.
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.
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.
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.
Mike Stevens
Founder
What Next Strategy & Planning
Mike is the founder of What Next Strategy & Planning. 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.
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.
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.