Revolutionise Data Strategies, Balance Tech & AI, Demonstrate The Value Of Customer-Centric Strategies, Guarantee Lifetime Relationships & Loyalty To

Deliver Insight-Driven, Above & Beyond Customer Engagement & Experience Strategies & Innovations

A One-Day, Cross-Sector Conference & Networking Exhibition, central London, 25th September 2024

08.15 Registration, Informal Networking & GIC Opening Remarks

09.00 Morning Co-Chairs’ Opening Remarks

Becky Powell, Head of Customer Care, Ella’s Kitchen 

AI Implementation - Real-Life Execution

Real-Life Execution

09.10 How Will AI Actually Benefit Your Customer? Develop Strategic AI Implementation Throughout Your Customer Touchpoints & Channels With Insights Into Real-Time Challenges & Opportunities

  • Journeys as dynamic as your customer: harness generative AI to elevate and personalise customer interactions for adaptive relationship management and maximised loyalty
  • Cut through the jargon: discover AI’s real-life value through concrete examples of its transformative impact on daily customer interactions
  • Strike the human/digital balance: safeguarding brand identity by ensuring AI interactions still preserve authenticity and centre customer needs

 

Brit Haarmans, CX Innovation Lead, TUI

Customer Retention & Loyalty

Panel Discussion

09.30 Maximise The Potential Of Loyalty Programmes: Define What Keeps Customers Loyal, Enrich Customer Experiences & Cultivate Enduring Brand Connections

  • Unleash brand-new data insights! Harness actionable analytics to craft tailored loyalty schemes that captivate and engage customers to return again and again
  • Propel growth initiatives with meticulously measured retention KPIs and identify personalised upselling and cross-selling opportunities for loyal, engaged customers
  • Orchestrate dynamic engagement tactics such as compelling promotions, immersive gamification strategies and robust loyalty programmes to captivate audiences and amplify their lifetime value
  • Seamlessly integrate loyalty solutions across physical and digital landscapes to ensure a cohesive and immersive customer journey, regardless of channel

Max Fumagalli, UX Director, Beauty Pie

Ciaragh Hubert, Director of Accessibility, The Open University

Data & Targeting

10.00 Intelligent Customer Data Strategies To Achieve Targeted, Innovative & Value-Adding CX Strategies Which Enhance Engagement 

  • Unveil actionable insights from vast volumes of data by prioritising relevant information to empower targeted customer engagement initiatives
  • Maximise the potential of AI technologies to enhance data collection, assessment, and targeting efforts to optimise customer engagement strategies for unparalleled retention impact
  • Protect brand trust and foster unwavering customer confidence with watertight methods to safeguard the privacy and security of customer data on AI platforms
  • Align data collection with business objectives and implement robust data platforms to design targeted customer engagement strategies

Rebecca Vickery, Senior Leader of Customer Insight & Targeting, EDF

10.20 Bonus Session; Reserved For Exclusive Conference Partner

10.50 Morning Refreshment Break & Informal Networking

Measurement, Metrics & ROI

11.20 Develop A Dynamic Alignment Of Metrics, Feedback & Quantifying ROI To Assess Success & Inform Innovative Customer Strategies

  • Harness passive and active feedback mechanisms to meticulously assess the success of customer engagement strategies, capturing invaluable insights from customer pain-points and journey gaps
  • Align measurement strategies to accurately reflect and respond to ever-changing customer behaviour and needs, ensuring seamless alignment with overarching business priorities
  • Quantify customer engagement in tangible terms to establish measurable ROI metrics, providing a robust framework for evaluating the tangible impact
  • Utilise empowering AI strategies to drive data strategies by providing actionable insights while respecting customer privacy, enabling nuanced decision making

Rubem Barbosa-Hughes, Head of User Experience, Cambridge University Press & Assessment

Neha Anilkumar, Senior UX Design Lead, Cambridge University Press & Assessment

Customer Insights & Behaviours - Strategise Your Engagement

PANEL & Q&A

11.40 Apply Dynamic Customer Insights, Behaviours & Trends Analysis To Strategically Shape Customer Journeys & Fuel Customer Engagement

  • Use behaviour insights to nudge customers, streamline operations and positively influence their experiences
  • Establish clear links between innovative new product development and emerging trends, ensuring alignment with evolving customer needs and target behaviours
  • Explore how AI can assist in customer insight analysis, facilitate the collection and interpretation of customer data and uncover invaluable information and trends
  • Anticipate and adapt: proactively horizon scanning to extrapolate what you know into what you expect to happen and plan for the future

Natasha Millien-Keeling, Head of Customer Experience & Insights, Lloyds Banking Group

Neha Anilkumar, Senior UX, Design Lead, Cambridge University Press & Assessment

Max Fumagalli, UX Director, Beauty Pie

Gavin Morden, Head of Customer Experience, Improvement, Affinity Water

NatWest Group

CASE STUDY

12.20 Kevin Murphy, Integration & Programme Lead, Youth & Families, NatWest Group

Seamless Customer Journeys

DOUBLE PERSPECTIVE

12.30 Connect The Dots Across Complex Customer Touchpoints For Friction-Free & Engaging Customer Journeys

  • Achieve smooth customer journeys with seamless transitions between channels to prioritise efficiency and convenience for customers
  • Uncover key loyalty and engagement opportunities: methodically analyse key touchpoints in the customer journey to uncover opportunities to interject and add value, without overburdening customers
  • Empower customer service staff with customer journey mapping information and robust training to support them to provide the best servicing and amplify customer satisfaction

12.30 Perspective 1: Nick King, Market Research Director, Auto Trader

12.50 Perspective 2: Mandy Green, Salesforce Innovation Consultant, Vitality

13.20 Lunch & Informal Networking For Speakers, Delegates & Partners

Lunchtime Peer Discussions Session:

PEER-TO-PEER

13.40  Omnichannel Customer Engagement

 Automation

 CRM Tooling

 Keeping The Human Touch

14.10 Afternoon Co-Chairs’ Opening Remarks

Vineeta Anuj, Director of Customer Experience, Mindful Chef

Charlotte May, Group Head of Customer Research, Legal & General

Digital Customer Experiences

DOUBLE PERSPECTIVE

14.20 Create Organic Digital Transformation: Encourage Greater Digital Shifts With Excellent UX & Clearly Defined Digitalisation Goals & Benefits

  • Spearhead purposeful digital transformation with offerings designed around customer objectives for digital channels which enhance the holistic CX
  • Strategically navigating the delicate balance between human and digital touchpoints, discerning when customers seek efficiency and when they crave a personalised touch to meet diverse preferences and needs
  • Implementing innovative strategies to meticulously craft tangible and memorable customer experiences online and across apps, leveraging cutting-edge technology to deliver seamless, and captivating interactions

14.20 Perspective 1: Catriona Morse, Head of Customer & Adviser Experience, Royal London

14.40 Perspective 2: Mark Jenson, Director of Product, Compass Group

Perfecting Personalisation

DOUBLE PERSPECTIVE

15.00 Balance The Personalisation Scales: Develop In-Depth & Meaningful Customer Engagement With Data-Driven Insights Which Feed Personalised Touches

  • Striking the balance: scale up customer communications while preserving the personal touch and ensuring efficiencies without compromising a steadfast message with consistent brand identity
  • Explore the level of segmentation required to strike the perfect balance between amazing customer experiences and maintaining boundaries
  • Efficiently harness feedback data and leverage cutting-edge CRM technologies throughout the customer lifecycle to bolster retention strategies, optimise the customer journey and create enduring customer loyalty

15.00 Perspective 1: Milon Harman, Head of UX & Accessibility, Pearson

15.20 Perspective 2: Nico Drysdale, CRM Planner – Onboarding & Reactivation, ASDA

Bria Edwards-Joseph, CRM Manager, Asda

15.40 Bonus Session; Reserved For Exclusive Conference Partner

16.10 Afternoon Refreshment Break With Informal Networking

The Strategic Value of Customer Engagement

PANEL & Q&A

16.40 Showcase The Power Of Nurturing Customer Engagement To Long-Term Loyalty, Conversions & The Bottom Line To Shape The Organisational Strategies Of The Future

  • Evidence the paramount value of customer engagement operations to the organisation with clear ROI metrics, loyalty programme data and campaign performance
  • Bridge internal gaps between departments for consistent brand messaging and identity which resonate with customers at every touchpoint
  • Champion the strategic importance of CX by showcasing its commercial value in driving active customer experiences
  • Evaluate the success of customer lifetime value as a metric in demonstrating the importance of CX strategies and explore alternative routes to assess customer satisfaction

James Dolling, Head of Customer Proposition, Arriva Rail London

Sebastian Huschner, Product Strategy Lead, Customer Loyalty – AerClub, Aer Lingus

Checkatrade.com

CASE STUDY

17.10 Hema Mehta, Head of UX & Design, Checkatrade.com

Anisa Motala, Lead UX Researcher, Checkatrade.com

17.40 Afternoon Co-Chairs’ Closing Remarks

Vineeta Anuj, Director of Customer Experience, Mindful Chef

Charlotte May, Group Head of Customer Research, Legal & General

18.10 Official Close of Conference