CX & INSIGHT Leaders Forum

11th October 2018 | London


THANK YOU



Agenda

  • 08:15

    Registration | Coffee & Refreshments

  • 09:00

    Opening note from Conference Chair

    Cracking the ROI Code - Innovative Trends in Customer Experience

  • 09:20

    Beyond the Rationality of Product Features: The Psychological Influence of Non-Conscious Drivers on Customer Behaviour.

    We know from decision science and neuropsychology that customer awareness, engagement and value is hardly driven by the product itself. In fact, most of customer choices, decisions, actions and inactions are driven by the more hidden 'needs' in relation to control, social inclusion, ego enhancement etc. Here we will discuss how combining insights into these more non-conscious customer influencers can augment your more pragmatic product placements. We will use case studies to demonstrate the impact of considering a combined approach.

  • 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 - Voice of the Customer

      Discuss current best practice and approaches to drive continual improvement from listening to customers

    • 10:55

      Private Meetings 2

      1:1 Meetings with Agency Partners and Solution Providers 

    • 11:15

      What’s the Problem?

      Discover how Fidelity International is using service design principles and methods to nudge the culture and improve the customer experience. 

    • 11:15

      Private Meetings 3

      1:1 Meetings with Agency Partners and Solution Providers 

  • 11:40

    Customer Trust: How Can We Build It?

    The session will cover elements of the science of perception; why it's important to consider this when engaging our customers; what neuroscience tells us about trust and how we can use this all together to generate trust in our customer base.

  • 12:10

    Lunch & Networking

  • 12:50

    Private Meetings 4

    1:1 Meetings with Agency Partners and Solution Providers 

  • 13:05

    Concurrent Sessions

    • 13:10

      The New Tinder-like Approach to Idea Screening Everyone Should Be Using

      Examples of how to use Swipe to accelerate and innovate automated dashboarding & AI to fast-track deliverables and lower costs implicit & explicit insights ways to boost consumer engagement - with higher satisfaction, participation & richer responses in-the-moment, contextual reactions with consumer generated photos & videos

      Martin Oxley
      Martin Oxley
      Managing Director, BuzzBack
    • 13:10

      Private Meetings 5

      1:1 Meetings with Agency Partners and Solution Providers

    • 13:30

      Insight ‘in the blink of A.I.’ - How machine learning is helping global brands be more customer centric AND agile!

      Being customer centric is essential in an increasingly competitive world. But traditional research processes can often add unwanted time, process and cost, potentially hindering creativity and agility. This paper will showcase Discover.ai, a machine learning platform that accelerates human expertise (not replaces it) to help businesses and brands explore global growth opportunities quickly and cost effectively, by harnessing online and internal language based sources. We will share case studies of this platform in action from a range of client companies, industries and countries and demonstrate how being customer centric doesn’t have to mean surrendering agility and can be about so much more than just researching your customers.

    • 13:30

      Private Meetings 6

      1:1 Meetings with Agency Partners and Solution Providers 

    • 13:50

      Reverting to feedback conversations

      The latest technology enables brands to collect feedback in a conversational way that humans enjoy. This session will discuss the current state of chatbot technology, where it works best in the customer journey and where it fails. Finally we’ll discuss how Customer Journey Maps could be the hidden ingredient that brings all the pieces of the jigsaw together to make a truly customer concentric feedback experience.

    • 13:50

      Private Meetings 7

      1:1 Meetings with Agency Partners and Solution Providers

  • 14:15

    Great Brands are like Oranges

    Brands are not about advertising, logos and jingles but about experiences. Brand strategy agency Siegel+Gale’s Digital Experience Director Erik Mashkilleyson leads you down a fruity path of discovery with studies from Siegel+Gale and the Harvard Business Review on how simplicity can reveal the pithy truth to making an impact on your customers, your workplace and the behaviour that connects them

  • 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

    Driving Competitive Advantage with a Customer-Obsessed Culture

    What should the ideal organisation look like and what does this mean in terms of leadership priorities and the new behaviours decision makers need to adopt to ensure that digital transformation and cultural change deliver the right outcomes for the business? We will look at organisational maturity and development on eight disciplines behind a customer-obsessed culture.

  • 16:30

    Panel Discussion: How can Insight successfully drive improvements in Customer Experience?

    The panel members will discuss how best to get departments and teams to engage with customer insights and embed the customer at the heart the organisation.

    Rhea Fox
    Rhea Fox
    Head of Insight & Strategy, Aviva
    Debra Walmsley
    Debra Walmsley
    Head of Customer Research & Insight , British Gas
    John Mackie
    John Mackie
    Head of Insight , Dixons Carphone
  • 17:10
  • 17:15

    Conference End