Unlock Ever-Changing Insights Into Consumer Habits & Demographics To Power New AI & Tech Applications & Next-Gen, Hyper Personalised Customer Journeys
Refine Your Customer Experience Strategies For Maximum Engagement, Impact & Profit
08.15 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Andrew Fox, Head of Marketing, Aviva
Faye Bailey, CX Assurance Manager, Group Support Centre, Halfords
CUSTOMER EXPECTATIONS IN 2026 & BEYOND – PANEL
FUTURE-PROOF OR FALL BEHIND
09.10 Anticipate Tomorrow’s Customer Demands With Agile, Insight-Driven CX Strategies Today
- Are you ready for what’s next in CX? How are you anticipating evolving customer expectations, from shifting loyalty drivers to demands for seamless, cross-channel experiences?
- What emerging tech is worth your investment? Can you distinguish between hype and truly transformative tools like AI and predictive analytics to future-proof your CX strategy?
- How are leading brands building agile CX operations that not only withstand disruption but prove CX’s value as a strategic, revenue-generating force at board level?
Ron Sachs, Commercial Director Deliveroo Shopping, Deliveroo
Alexandra Barkshire, Director, CX Development & Insights, Mandarin Oriental Hotel Group
Louise Seston, Head of Marketing, Healthcare, Boots UK
Sam White, MD Head of SME Business Banking, Barclays
END-TO-END OMNICHANNEL
09.40 Build Seamless, Practical & Elevated Omnichannel Journeys That Truly Work For Your Target Customers
- Omnichannel doesn’t just mean digital! Leverage in-person experiences in your CX strategies to create consistency across demographics, build deeper brand loyalty and unlock a full omnichannel experience
- With so many channel options, what experiences are your customers having with your brand? How are you maximising strategic experience design across multiple touchpoints to ensure customers enjoy a smooth journey no matter their start point?
- Leverage UX insights to elevate omnichannel experience and uncover consistent seamless personalised experience across various touch points where your customer feels connected
- Equip yourself with practical strategies which bring true omnichannel to life, giving customers real convenience while improving operational efficiencies and satisfaction
Stuart McLay, Head of Retail, National Express
CUSTOMER JOURNEYS CASE STUDY
10.00 What Steps Can You Take Today To Elevate Your Customer Journeys Tomorrow?
- Deep dive into how to stay competitive through reimagining customer journey strategies to meet the needs of today’s customers
- Redesign critical moments that drive satisfaction, trust, and spend by combining behavioural data, customer feedback and tools like heatmapping
- Ensure a seamless, connected experience by mapping emotional touchpoints and streamlining handoffs across channels
Viviana Labianca, UX & CRO Lead, Furniture Village
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