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
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
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
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
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
15.40 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