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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

Gary Iddon
Customer Experience Director

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

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

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

Abstract – Learn what it takes to deliver delightful DX (digital experience) through improved AX (agent experience), BX (business experience) and CX (customer experience)

Lee Phillips
Strategic Partner Director, EMEAR & APJ

eGain Communications Ltd

10.35 Refreshment Break With Informal Facilitated Networking



11.05 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


11.25 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

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

Tim Nutman
Principal Architect



12.05 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

Perspective One

12.05 Karen Wyer
Deputy Director of Marketing
Sheffield Hallam University

Christine Daley
Head of Customer Insight
Sheffield Hallam University

Perspective Two

12.25 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


14.00 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?
  • James Allum
    European Partner Director
  • Kitewheel

  • 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

  • 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
  • 14.25 Perspective One
  • Rhea Fox
    Director of EU Research
  • 14.45 Perspective Two
    Tina Dorrington
    Customer Experience Manager
    Domestic & General
    15.05 Making It SensationalHow are customer needs changing and how will customer experience become a key differentiator between organisations? What should we be preparing for?
  • Chris Ford
  • Business Development Director
  • Grass Roots Group

    15.20 Translating Customer Data Into Actionable Insights Which Drive CX Improvement

  • 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
  • 15.40 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

  • 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


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

    Simple and easy-to-implement tips and tricks to improve the digital experience, secure greater click-throughs and minimise customer frustration

  • 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
  • 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.