CX & INSIGHT Leaders Forum

5th November 2019 | London



  • 08:15

    Registration | Coffee & Refreshments

  • 09:00

    Opening note from Conference Chair

    The Impact of Emerging Technology on Customer Experience Excellence

  • 09:20

    Can Technology on its own Change Team CX Behaviour?

    insight6 is the world's first CX franchise, which supports more than 1000 UK business to improve their CX. What role does tech play to improve behaviour in teams?  How has "people leadership and mentoring" been effected by the tech? Can you change behaviour purely with improved tech? Jonathan, with 25 years experience in the CX field, will explore and challenging balance between "people time" and tech.

  • 09:50

    The Best Customer Experiences Start With The Employee Experience

    A modern brand is defined by its customer experience, but that experience is delivered by its employees. Companies with highly engaged employees outperform their competitors by 147%. Director, Employee Wellbeing at Benefex and Best Selling Employee Experience author Gethin Nadin, will discuss how investing in the employee experience is the best tool you have to improve your customer experience.

  • 10:20

    Coffee Break & Networking

  • 10:35

    Private Meetings 1

    1:1 Meetings with Agency Partners and Solution Providers

  • 10:50

    Concurrent Sessions

    • 10:55

      Round-Table Discussion - How can Brands Strive to Meet Customer Expectations

      Customers’ purchase decisions are driven both by the characteristics of a product or service as well as the customer’s experience with the brand. Poor support experience, lack of consistency interacting with the brand across different channels, perception that a customer’s personal data is being misused can all lead to alienating the customer. Discuss best practice what brands need to do to overcome these issues.

    • 10:55

      Private Meetings 2

      1:1 Meetings with Agency Partners and Solution Providers 

    • 11:15

      Think Twice Tweet Once: The Art of Scoring Customer Engagement on Social Media

      Pete Doyle has trained over 3,000 shop floor workers and large consumer brand over the last 11 years in his company SocialRetail Group. He will share with delegates how best to respond to customers on social media and his unique SRG Response Scores having analysed over 1.2M social media conversations in retail sectors in the UK. 

    • 11:15

      Private Meetings 3

      1:1 Meetings with Agency Partners and Solution Providers 

  • 11:40

    The New Normal. How the Concept of “Normal” vs “Inclusive” Customer Experience Design is a Myth

    There is no normal as the only thing we all have in common is our difference. Bad design excludes people and damages brands. Good customer experience design offers alternatives for people with different needs and preferences. Great design considers these needs from the start and designs the core experience to meet them, triggering greater innovation and reducing overall costs. When this happens we all benefit, brand experiences measurably improve and consistency increases, protecting and growing revenues. Great design can happen when companies create open channels to listen to the customer experiences they are providing to people with disabilities or other strong, specific needs.

  • 12:10

    Lunch & Networking

  • 12:50

    Private Meetings 4

    1:1 Meetings with Agency Partners and Solution Providers 

  • 13:05

    Concurrent Sessions

    • 13:10

      How Technology is Transforming Customer Experience in Real Estate

      With increasing pressure on the commercial real estate market to provide more consumer-focused products, Sarah will explore how Equiem and other proptech solutions are helping traditional commercial property landlords transform from rent collectors to service providers. Highlighting the power of data, analytics, communication and creativity, Sarah will outline how Equiem's technology is helping raise the bar for customer experience across more than 60 million sq ft of real estate.

    • 13:10

      Private Meetings 5

      1:1 Meetings with Agency Partners and Solution Providers

    • 13:30

      Technology Meets Psychology – How a Robot is Surfacing Deeper Audience Insights

      Brands aren’t real. They live and die inside people’s heads. In this talk you’ll hear how deeper listening connects communications to psychological needs. You’ll hear how Linguabrand’s deep-listening robot, Bob, has delivered remarkable results for brands like Adidas, Cadbury and Samsung.  And you’ll leave as a better listener - in both your professional and personal lives.

    • 13:30

      Private Meetings 6

      1:1 Meetings with Agency Partners and Solution Providers 

    • 13:50

      What the Customer Doesn’t (or cannot) tell You. Using Video to Decode Customer Experience Design

      Huge amounts are invested in collecting and processing customer feedback at scale, but customers often do not (or cannot) give you the detail you need to make changes to how you design the experiences in the first place. Big Sofa will demonstrate how video can be used to decode experiences: Showing how real customer behaviour combined with sub-conscious measurement tools can be used to find opportunities hidden in plain sight.

    • 13:50

      Private Meetings 7

      1:1 Meetings with Agency Partners and Solution Providers

  • 14:15

    How can we Position our Insight teams to Drive Change?

    • What is the true purpose of a corporate Insight team?
    • Are our Insight teams currently in any position to drive change?
    • Which 5 pathways have the most successful Insight leaders chosen to improve the positioning of Insight?
  • 14:45

    Coffee Break & Networking

  • 15:05

    Private Meetings 8

    1:1 Meetings with Agency Partners and Solution Providers

  • 15:25

    Why the Future is Human

    More and more jobs and responsibilities are getting handed over to automated systems and this is no longer limited to dull, repetitive, labour-intensive tasks. A.I. is now taking on even creative roles like directing films and composing music - previously considered to be the sole domain of humans. Against this background, what is the future role of humans in the insight and innovation space? Are we too on our way out or are we, in fact, more important than ever before?

  • 15:55

    You had me at Hello! - Aligning Customer Expectations and AI Potential

    The appetite, budget and commitment to AI can be seen in even late adopting organisations. It's here and it's happening. But at whose request and whose benefit? What and who is driving the agenda? Is it the customer's boring platform, the inventors technological curiosity, the self serve cost saving suicide strategy? In a 'launch then learn' era where 'we can, so lets do' attitudes to corporate innovation often override a 'what's the problem we are trying to fix' progress model, where is value created? 70% of digital transformations are failing, so how do we ensure that technological advancements in customer experience create valued betterment for all?

  • 16:30

    Panel Discussion: The Influence of Technology on Customer Experience

    Panel members will discuss the importance of technology's role in extracting better insights to provide greater customer experience. The discussion will cover the following points -

    • The current state of technology and what to expect in the future.
    • Why it's critical for CX & INSIGHT leaders to be knowledgeable about what technology is available to improve customers’ experience?
    • What is the role for a human with the advent of AI and Machine Learning technologies?
    • How to get the most out of your technology and how to gauge success by defining your goals?
    • What is the most powerful combination of artificial and human intelligence?
    • Professionals rely on technology to provide the data and analysis of customer feedback, but it’s too easy to get stuck in the noise. How to avoid common mistakes when planning your technology strategy?
    Emilie Werrin
    Emilie Werrin
    Customer Experience Architect, Dow Jones
    Adam  Ginty
    Adam Ginty
    Head of Customer Experience, UBL, UK
  • 17:10
  • 17:15

    Conference End