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We Hope You Enjoyed The Winning Digital Marketing Financial Services Conference. Please Take A Look At Our Sister Event:

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

A One-Day, Practitioner-Led Conference & Networking Event, 20th September 2017, Radisson Blu Edwardian, Manchester. Download the brochure. Book today and save £150!

Create Engaging, Outstanding Customer Experiences On Every Channel, Every Touchpoint & Every Journey For True Customer-Centricity & Demonstrable Bottom-Line Results

  1. Customer Engagement Which Lasts! Long-term customer strategies which foster loyalty, drive active interactions and increase customer lifetime value
  2. Measuring Experience, Measuring ROI: Determine the success of your customer strategies for value-adding customer engagement and bottom-line ROI
  3. Overcoming Internal Barriers To Customer Success: Strengthening ties between the customer and company to secure early stakeholder buy-in and influence business decision-making processes
  4. Seamless, Value-Adding, Engaging Omni-Channel Experiences & Journeys: Drive revenue with integrated cross-channel experiences, consistent brand messaging and engaging, tailored journeys throughout the lifecycle
  5. What’s Next? Capitalising On New Technologies & Innovations: Responding to evolving customer and business needs with cost-effective, experience-enhancing new technologies, social media and digital innovations
  6. Applying Customer Insights & Feedback In Practice: Close the loop to achieve continuous product and service improvement which exceeds customer expectations
  7. Transforming Data Into Actionable Insight: Boost customer engagement and retention with improved customer tracking and a single customer view
  8. Exceptional Digital Experiences: Easy-to-implement, easy-to-use digital innovations and systems which add value to the customer journey
  9. Innovating Customer Contact Centres: Deliver front-line tech updates and fresh agent protocols for quicker complaint resolutions and happier customers

PLUS! This Customer Engagement & Experience Conference Also Features:

  • 21 Senior Cross-Sector Customer Experience Professionals Speaking From The Front Line
  • 11 Advanced Sessions Focused On Your Hottest Engagement & Experience Challenges
  • 5 Peer-To-Peer Discussions On: Customer Experience Battle Scars, Digital Transformation, B2B Customer Excellence, Chatbots & AI, Customer Behaviour Analytics
  • Anonymous Industry Benchmarking
  • Tech & Innovation Q&A Panel
  • Customer Experience “Battle Scars”
  • Practical Takeaways
  • Speed Networking
  • 2 Conference Chairmen
  • Meet The Speakers Area
  • Central Manchester Venue
  • Open Q&A
  • 1 Unmissable Day

11 Advanced Sessions Including: Customer Engagement • Measuring The Experience • Measuring ROI • Omni-Channel Experiences • Customer Journey & Lifecycle • Internal Buy-In & Engagement • Technologies & Innovations • Actioning Customer Insights & Feedback • Harnessing Data • The Digital Experience • Customer Contact Centre Excellence

Book Today & Save £150. Quote ‘EB150’ Under ID Code!

Can you help organisations deliver consistently excellent, engaging customer experiences? For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customerengagementconference.com

Book your exhibition stand and two delegate passes today for only £1,999 +VAT (Save £700). Book your stand here. Please note that we have a limited amount of exhibition space available and stands will be issued on a first-come, first-served basis.

The Customer Engagement & Experience Conference, Manchester Programme:

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

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

Michele Robinson, Head Of Customer Experience, National Grid Smart

MEASURING ROI

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

Simon Myers, Head of Customer Experience & Digital, RBS

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@customerengagementconference.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

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?
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?
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

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

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

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 OperationsJohn 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

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

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

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

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.