≡ Menu

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

CUSTOMER ENGAGEMENT

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

MEASUREMENT – MEASURING THE EXPERIENCE

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

MEASURING ROI

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

    INTERNAL STRATEGIES & BUY-IN

    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

    Barbara de Labriffe
    Director of Customer Experience
    Bristol-Myers Squibb

    EMPLOYEE ENGAGEMENT

    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

    INTERNAL ENGAGEMENT

    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

    OMNI-CHANNEL CUSTOMER JOURNEY

    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

    CUSTOMER LIFECYCLE

    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
    Merseyrail

    TECHNOLOGY & INNOVATION – CROSS-SECTOR PANEL & LIVE Q&A

    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
    Barclays

    Duke Tanson
    Head of Digital Marketing
    boohoo.com

    Lanre Ibitoye
    Director Head of Digital Experience
    Teva Specialty Pharma

    Ray Biggs
    Head of Contact Centre Operations
    John Lewis

    ACTION CUSTOMER INSIGHTS – FEEDBACK

    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

    14.25 PERSPECTIVE ONE
    Rhea Fox
    Director of EU Research
    ebay

    14.45 PERSPECTIVE TWO
    Tina Dorrington
    Customer Experience Manager
    Domestic & General

    HARNESSING DATA

    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

    DIGITAL EXPERIENCES

    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

    CUSTOMER CONTACT CENTRES

    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.