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The Customer Engagement & Experience Conference Programme

Create Integrated Omni-Channel Customer Journeys, Leverage Tech Innovations, Influence Internal Decision Making & Action Customer Insight, Feedback & Data For Outstanding Customer Experiences & Results-Boosting Customer Engagement Strategies

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

08.30 Registration, Morning Coffee & ‘Speed Dating’ Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chairman’s Opening Remarks
Lanre Ibitoye
Director Head of Digital Experience
Teva Specialty Pharma


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

  • Just what is it that customers want? How to establish activities which meet so many different expectations
  • What drives your customer to engage and how can you inspire your customer to begin interacting actively with your organisation?
  • How can brands determine the exact correlation between long-term customer engagement, loyalty and business success?
  • What are the barriers to customer retention when moving from transactional processes to longer-term customer relationships?
  • Cultivating messaging and content which boosts customer engagement and encourages a call to action or behavioural change
  • How to maintain positive customer engagement with your organisation in the face of reputational crises or negative sentiment

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

  • Is NPS still the best metric? What else is out there to determine a good customer experience?
  • What does success look like to your customer? Outlining the KPIs you need to be setting to determine if you are living up to your customers’ – and industry – expectations
  • Speaking the right language! How to attribute a concrete and universally-accepted value to customer experience which will be understood by any department
  • Moving away from traditional target-driven customer experience KPIs, how can we accurately quantify behavioural feedback and more intangible sentimental data?

Michele Robinson
Head Of Customer Experience
National Grid Smart


09.55 Are Exceptional Customer Experiences Actually Worth It On The Bottom Line?

    • It is all very well being market leaders in customer experience and achieving high NPS scores, but how can you tie customer success back to real, tangible ROI?
    • Reaching a balance between what is profiting the business and what is benefitting the customer
    • Establishing what works for your brand when measuring the value of your customer experience activities
    • How to inform future strategies and layer future proposals with results which justify investment?

10.15 Bonus Session; Reserved For Exclusive Partner. To get involved in The Customer Engagement & Experience Conference, please call +44 (0)20 3479 2299 or email partner@ucustomerengagementconference.com for more details.

10.35 Morning Refreshment Break With Informal Networking


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

      • Establishing a cross-departmental value for customer experience which translates business-wide and enables clear strategic discussions which meet the same objective
      • What can a customer experience team do to secure early buy-in with senior decision-makers or influencers and what can you do if that ship has already sailed?
      • Overcoming internal barriers to increase business readiness when responding to customer needs and updating processes or services


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

      • What do we mean by engagement and why is it so pivotal in driving great customer experience?
      • What do great organisations do that really make a difference and what difference will it make for your employees and your customers?

Louise Beardmore
Customer Service Director
United Utilities


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

      • We all know customer-centricity is important, but how can we realistically move away from silo mentalities to get the whole company following a strategic direction?
      • Moving away from top-down strategising, what can organisations do to empower colleagues from the front line to influence customer strategy processes?
      • But that’s not my job! Encouraging non-customer-facing departments to be more aligned with customer needs

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


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

      • Make their lives simple! Developing omni-channel customer strategies with integrated channels and consistent branding for seamless customer journeys
      • Innovative strategies to promote different or self-service channels tailored to your customer base which allows them to communicate on the channels they find easiest
      • Recognising the importance of engaged employees in enabling good customer experiences – how they can make or break an experience!
      • What actually works? Simple methods to implement a flexible cross-channel comms suite which caters to all
      • Inspire customers to take action with exciting messaging at certain touchpoints which spurs decision-making

Kirstey O’Toole
Digital Engagement Manager
British Gas UK Business


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

      • How can organisations identify customer pain points to make the experience as effortless as possible?
      • Capitalising on key moments in the customer journey and acquisition process to increase opportunities for customer success and conversion
      • Seizing opportunities to build lifetime value of the customer, manage relationships and maintain engagement with a loyal, expanding customer base
      • Methods to measuring the experience of the journey and not sentiment about the company

12.15 Karen Wyer
Deputy Director of Marketing
Sheffield Hallam University

Christine Daley
Head of Customer Insight
Sheffield Hallam University

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

12.55 Lunch & Informal Networking For Delegates, Partners & Speakers

13.25 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

13.55 Afternoon Chairman’s Opening Remarks
Greg Suligowski
Head of Customer Experience


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

      • How can services such as interactive chatbots, AI, Webchat, digital automation and self-service enable easier two-way communications and better customer experiences?
      • Anticipating and overcoming the hurdles to the smooth implementation of technology for agile innovation
      • How is the role of social media changing when it comes to delivering real-time customer service and instant feedback?
      • Looking to the future – which technologies are organisations choosing to invest in?
      • Most importantly – how can organisations innovate without losing sight of the customer need?

Clare Francis
Director: Head of Customer Engagement & Content Smart Investor

Duke Tanson
Head of Digital Marketing

Lanre Ibitoye
Director Head of Digital Experience
Teva Specialty Pharma

Ray Biggs
Head of Contact Centre Operations
John 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

      • How are customer needs changing and how will customer experience become a key differentiator between organisations? What should we be preparing for?
      • Distilling real insight from customer feedback: looking to different methods to understand the voice of the customer
      • What does it take to action customer insights and build insight-led products which place customer needs at the heart?
      • Working towards continuous improvement on customer experience by closing the loop with customer feedback and constantly refining offerings with test-and-learn approaches
      • Changing internal processes to work in more agile ways and respond faster to customer feedback

Rhea Fox
Director of EU Research

Tina Dorrington
Customer Experience Manager
Domestic & General


15.05 Translating Customer Data Into Actionable Insights Which Drive CX Improvement

      • Translating voice of the customer data into applicable insights which influence improvements to service, product and proposal design and result in improved customer satisfaction
      • Integrating cross-function data to form a single customer view and deliver better, more consistent customer experiences
      • Working towards continuous improvement on customer experience by closing the loop with customer feedback and constantly refining offerings with test-and-learn approaches
      • How can organisations achieve simple customer tracking and information capture and how can we bring about real business benefit from this information?

Michael Sherwood
Head of Customer Experience
Atom Bank

15.25 Bonus Session; Reserved For Exclusive Partner. To get involved in The Customer Engagement & Experience Conference, please call +44 (0)20 3479 2299 or email partner@Customerengagementconference.com for more details.

15.45 Afternoon Refreshment Break With Informal Networking


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

      • Simple and easy-to-implement tips and tricks to improve the digital experience, secure greater click-throughs and minimise customer frustration
      • Where is the appetite for digital coming from? Seeking the balance between a full digital offering versus omni-channel options
      • Taking the extra step to ensure that customer needs are at the centre of your digital process design and customers can use your services easily and intuitively

Oli Lewington
Director of Engagement
Cystic Fibrosis Trust


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

      • What are the secrets to achieving quicker complaint resolution or higher first-time resolutions?
      • How can contact centres innovate to make voice an exciting customer communication channel?
      • Does giving front-line agents more agency to go off script result in better customer experiences? How do you engender trust in your agents?
      • Seizing opportunities to integrate value-adding digital services into your contact centres in a time- and cost-effective way

Karen Dooley
Head of Customer Service Transformation
Shop Direct

16.45 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.