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Hurry! Will You Be Joining Us On Wednesday When 21 Customer Experience Directors Reveal Their Latest Strategies To Maximise Results – Join Them For One Day In Manchester!

Create Insight-Led, Customer-Centric Journeys Across The Multi-Channel Mix, Engage Customers & Win Staff Buy-In For Exceptional Customer Experiences With Measurable ROI

A One-Day, Practitioner-Led Conference & Networking Event, 20th September 2017, Radisson Blu Edwardian, Manchester. Download the brochure. Book Now!

Create Engaging, Outstanding Customer Experiences On Every Channel, Every Touchpoint & Every Journey For True Customer-Centricity & Demonstrable Bottom-Line Results

  1. Customer Engagement Which Lasts! Long-term customer strategies which foster loyalty, drive active interactions and increase customer lifetime value
  2. Measuring Experience, Measuring ROI: Determine the success of your customer strategies for value-adding customer engagement and bottom-line ROI
  3. Overcoming Internal Barriers To Customer Success: Strengthening ties between the customer and company to secure early stakeholder buy-in and influence business decision-making processes
  4. Seamless, Value-Adding, Engaging Omni-Channel Experiences & Journeys: Drive revenue with integrated cross-channel experiences, consistent brand messaging and engaging, tailored journeys throughout the lifecycle
  5. What’s Next? Capitalising On New Technologies & Innovations: Responding to evolving customer and business needs with cost-effective, experience-enhancing new technologies, social media and digital innovations
  6. Applying Customer Insights & Feedback In Practice: Close the loop to achieve continuous product and service improvement which exceeds customer expectations
  7. Transforming Data Into Actionable Insight: Boost customer engagement and retention with improved customer tracking and a single customer view
  8. Exceptional Digital Experiences: Easy-to-implement, easy-to-use digital innovations and systems which add value to the customer journey
  9. Innovating Customer Contact Centres: Deliver front-line tech updates and fresh agent protocols for quicker complaint resolutions and happier customers

PLUS! This Customer Engagement & Experience Conference Also Features:

  • 21 Senior Cross-Sector Customer Experience Professionals Speaking From The Front Line
  • 11 Advanced Sessions Focused On Your Hottest Engagement & Experience Challenges
  • 5 Peer-To-Peer Discussions On: Customer Experience Battle Scars, Digital Transformation, B2B Customer Excellence, Chatbots & AI, Customer Behaviour Analytics
  • Anonymous Industry Benchmarking
  • Tech & Innovation Q&A Panel
  • Customer Experience “Battle Scars”
  • Practical Takeaways
  • Speed Networking
  • 2 Conference Chairmen
  • Meet The Speakers Area
  • Central Manchester Venue
  • Open Q&A
  • 1 Unmissable Day

11 Advanced Sessions Including: Customer Engagement • Measuring The Experience • Measuring ROI • Omni-Channel Experiences • Customer Journey & Lifecycle • Internal Buy-In & Engagement • Technologies & Innovations • Actioning Customer Insights & Feedback • Harnessing Data • The Digital Experience • Customer Contact Centre Excellence

Book Now!

Can you help organisations deliver consistently excellent, engaging customer experiences? For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customerengagementconference.com

Book your exhibition stand and two delegate passes today for only £2,799 +VAT. Book your stand here. Please note that we have a limited amount of exhibition space available and stands will be issued on a first-come, first-served basis.

The Customer Engagement & Experience Conference, Manchester Programme:

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chairman’s Opening Remarks

Ray Biggs, Head of Contact Centre Operations, John Lewis


09.15 Taking The Leap From Single Customer Interactions To Long-Term Consistent Customer Strategies Which Foster Engagement, Drive Customer Success & Deliver Results

Gary Iddon, Customer Experience Director, Virgin Trains – Award Winner


09.35 What Is A Good Customer Experience? Determining The Value Of Your Customer Experience Strategies To Benchmark Business Performance & Attribute Success

Michele Robinson, Head Of Customer Experience, National Grid Smart


09.55 Creating Seamless Omni-Channel Customer Engagement Strategies Which Match Consumer Journey Preferences & Consistently Engage Customers

Kirstey O’Toole, Digital Engagement Manager, British Gas UK Business

10.15 The Experience Triad— DX= AX+BX+CX

Lee Phillips, Strategic Director, EMEAR & APJ, eGain Communications Ltd

10.35 Morning Refreshment Break With Informal Networking



11.05 Strengthening The Ties Between Customer & Employee; How Can Organisations Engage Their Employees To Drive Improvements In Customer Service?

Louise Beardmore, Customer Service Director, United Utilities


11.25 Strengthening The Ties Between Customer & Company; How Can Organisations Operate With A Real Customer Focus & Consistently Deliver Customer Excellence?

Tori Brown, Customer Engagement Manager – Information Systems & Digital Services, Manchester Metropolitan University

11.45 It’s Not Your Journey It’s Theirs. Beyond The Map To Actionable Journey Insight

Tim Nutman, Principal Architect, Thunderhead


12.05 Building Value-Adding Customer Journeys Which Enable Easy User Experiences, Avoid Pain Points & Deliver Consistent Experiences Throughout The Customer Lifecycle

12.05 Perspective One

Karen Wyer, Deputy Director of Marketing, Sheffield Hallam University

Christine Daley, Head of Customer Insight, Sheffield Hallam University

12.25 Perspective Two

Sian Jones, Head of Customer Experience, Leeds Rhinos & Yorkshire Carnegie

12.45 Lunch & Informal Networking For Delegates, Partners & Speakers

13.15 Informal Peer-To-Peer Discussions & Networking

A) Customer Experience Battle Scars
Julie Thompson, Head of Customer Experience, Bauer Media

B) Digital Transformation
Oli Lewington, Director of Engagement, Cystic Fibrosis Trust

C) B2B Customer Excellence

D) Chatbots & AI

E) Customer Behaviour Analytics

13.45 Afternoon Chairman’s Opening Remarks
Greg Suligowski, Head of Customer Experience, Merseyrail


14.00 What’s Next?! Harnessing New Technology, Social Media & Digital Platforms For Cost-Effective Customer Servicing Created Around Customer & Business Needs

James Allum, European Partner Director, Kitewheel

Ray Biggs, Head of Contact Centre OperationsJohn Lewis


14.25 Taking The Next Step: Practically Applying Customer Insight & Feedback To Deliver Propositions & Services Which Close The Loop, Meet Customer Needs & Exceed Their Expectations

14.25 Perspective One
Rhea Fox, Director of EU Research, ebay

14.45 Perspective Two
Tina Dorrington, Customer Experience Manager, Domestic & General

15.05 Making It Sensational

Chris Ford, Business Development, Grass Roots Group


15.20 Translating Customer Data Into Actionable Insights Which Drive CX Improvement

Michael Sherwood, Head of Customer Experience, Atom Bank

15.40 Afternoon Refreshment Break With Informal Networking


16.05 Realising The Full Potential Value Of Your Customer Experience Activities By Engaging Key Stakeholders & Influencers For Collaborative Objective-Setting & Agile Working

Anthony Simpson, Customer Experience Manager, Allied Vehicles


16.20 Delivering Exceptional Digital Experiences With Easy-To-Implement, Easy-To-Use Innovations & Systems

Oli Lewington, Director of Engagement, Cystic Fibrosis Trust


16.40 Deliver Front-Line Innovations In The Contact Centre To Increase Customer Satisfaction

Karen Dooley, Head of Customer Service Transformation, Shop Direct

17.00 Chair’s Closing Remarks & Official Close Of Conference

Please check the website regularly for updates and newly confirmed speakers. For more information on how to get involved in The Customer Engagement & Experience Conference, Manchester, please email info@customerengagementconference.com or call us on +44 (0)20 3479 2299.