Programme - Customer Experience - Engaging Journeys, Real Results

10th Annual Event, 18th March 2025. View The Full Programme Here

08.15 Registration, Informal Networking & GIC Welcome

09.00 Morning Co-Chairs’ Opening Remarks

Matt Lovell, Global Director of Data & Insight, Pret A Manger

Mandy Beech, Director of Retail Services, Nationwide Building Society

PANEL Q&A

09.10 Assess The Constantly Moving Goalposts Of Customer Expectations To Elevate Experiences, Avoid Mediocrity & Truly Stand Out From The Competitive Crowd

With the marketplace more crowded than ever before, customers are truly spoilt for choice – when only excellence is good enough, how can you ensure your CX strategies are hitting the mark every time?
COVID, inflation, the cost-of-living crisis, geopolitics; with the customer landscape changing in rapid and unpredictable ways, how can you keep up with customers’ latest needs?
Deep dive into both micro and macro-trends that are shaping consumer priorities, and separate the short-term from the long
Foster transparency, sustainability and brand responsibility to instil loyalty and trust in all generations of customer

Alessandra Canavesi, Head of Marketing & Customer Experience Alts, AXA Investment Managers

Adam Mills, Head of Insight, Loyalty & Strategy, The Wine Society

Tammy Martin, Head of Customer Experience & Contact, NatWest Group

Jade Kirk, Head of Customer Experience East, Cadent Gas Limited

Neil Gregory, People & Service Director, Naked Wines

Naomi Rankin, Global Customer Care Manager, Lush Fresh Handmade Cosmetics

09.40 Power Practical, Proven & Proactive AI & Automation & Strike The Perfect Balance Between Tech & Human Input With Time-Saving Processes Which Emphasise Empathetic Customer-Centric Experiences

With some consumers sceptical of AI-driven interactions, how can you maintain brand authenticity and prioritise strengthening customer relationships?
Utilise the potential of generative analytics and automation technologies while also keeping sight of its limitations to avoid generic, uninspiring content that can put off new and existing customers alike
From data research to customers with specific accessibility needs, explore the full range of tech applications which can enhance every area of your CX strategies
AI is drawing a lot of big headlines but what else is proving to optimise customer experiences in 2024 and 2025? Deep dive into other new technologies that can streamline back-end processes

Sabrina Godden-Tuma, Global Creative Director, Vodafone

10.00 Highlight Your Success Stories With Metrics & Measurements That Prove Bottom-Line ROI & Reflect The True Value Of Your CX Journeys

Explore the latest tools and metrics to demonstrate the hard-won effectiveness of your CX journeys in both financial and qualitative terms
Go beyond NPS to examine different approaches to measuring a customer experience and gathering useful and actionable feedback
What are the right metrics to showcase your brand with a clear success narrative that is easily digestible by senior management?
Translate financial metrics and ROI data into cost-efficiencies for your brand – how can you redistribute limited budgets to maximum effect?

Katya Denike, Chief Product Officer, Holland & Barrett

10.20 Bonus Session; Reserved For Exclusive Conference Partner

10.50 Morning Refreshment Break & Informal Networking

11.20 Revolutionise Your Digital Customer Journeys With Fresh & Exciting Innovations That Drive Revenue, Boost Engagement & Truly Set Your Brand Apart

Utilise pioneering software solutions and automation to craft truly immersive and personalised customer experiences that still retain a critical human touch
No customer left behind! With the rapid rise of digital commerce, how can you ensure that customers who prefer offline or in-person journeys are still catered for at the highest level?
Examine your omnichannel mix to make sure that whatever the customers’ preferred device or platform, your content is optimised, streamlined, and user-friendly
What do customers expect in 2025, and how can you exceed those expectations? What are the latest digital developments set to disrupt the CX landscape?

Oliver Bedford, Director of Ecommerce, Parking & Commercial Products, London Gatwick

PANEL Q&A

11.40 Cutting-Edge Personalisation Strategies Which Strengthen Relationships, Foster Loyalty & Add The Critical Personal Touch To Your Customer Journeys

Explore new opportunities and innovations in AI and automation that can drive truly effective personalisation
Don’t fall behind! More and more competitors are utilising the power of personalisation – how can you stay ahead of the curve and move beyond ‘first name’ personalisation’?
With some consumers increasingly wary of AI-generated content, how can you ensure that your personalisation strategies stay on the right side of the line?
The content is only as good as the data – ensure that you are using the right tools to sift truly valuable and relevant information for elevated results

Jo-Anne Chidley, Founder, Beauty Kitchen UK Ltd

Julian Beer, Store Director, Liberty London

Paulette Toynton, MD, Global Head of Channel Servicing & Customer Care Strategy, HSBC

Divya Kerslake, Head of Customer Strategy, formerly Virgin Red

Perspective One

12.10 Leverage The Wealth Of Available Data To Its Full Potential With A Holistic Approach That Synthesises Real Feedback Into Real Results

Translate raw data into actionable real-world insights that serve your strategy, eliminate pain points, and engage customers and stakeholders alike
Not just NPS; leverage the full range of available data, while understanding how to emphasise relevance and recognise what are truly valuable insights
Maintain continuous improvement by using refreshed data to health-check, adapt and course-correct your CX strategies
Purchasing patterns, consumer trends, shopper missions; refine your customer personas to create an accurate roadmap for customer journeys that reflects their true needs

Jemma Haley, Business Lead – Retail Media & Supplier Insights, John Lewis Partnership

12.30 Lunch & Informal Networking For Speakers, Delegates & Partners

13.00 Informal Breakout Discussions & Practical AI Demonstrations

13.35 Afternoon Co-Chairs’ Opening Remarks

Sabina Onwuka, Head of Customer Services, London Borough of Barking & Dagenham

James Dolling, Head of Customer Proposition, Arriva Rail London

Perspective Two

13.45 Leverage The Wealth Of Available Data To Its Full Potential With A Holistic Approach That Synthesises Real Feedback Into Real Results

Translate raw data into actionable real-world insights that serve your strategy, eliminate pain points, and engage customers and stakeholders alike
Not just NPS; leverage the full range of available data, while understanding how to emphasise relevance and recognise what are truly valuable insights
Maintain continuous improvement by using refreshed data to health-check, adapt and course-correct your CX strategies
Purchasing patterns, consumer trends, shopper missions; refine your customer personas to create an accurate roadmap for customer journeys that reflects their true needs

Vaibhav Verdhan, Senior Director Global, AstraZeneca

14.05 Amplify The Voice Of The Customer At The Heart Of Your Business Practices To Foster Loyalty & Maximise CX Satisfaction

Let your actions speak louder than words by demonstrating proactive steps taken to directly address customer feedback, both positive and negative, and instil loyalty by delivering on promises
Join the dots between customer-facing roles and decision-making leadership roles to make sure that direct feedback is acted upon and that employees and customers both feel heard
What do your customers truly think? Analyse opinion polls and social media content to eliminate any disconnect between your own brand perceptions and your customers’
What are the cutting-edge tools, techniques and platforms that can assist you in leveraging the maximum actionable insights from customer data?

Anuja Agarwal, Head of Customer Engagement & Transformation, General Medicines, Sanofi

PANEL Q&A

14.25 Harness The Power Of The Latest AI-Driven Technologies By Understanding The Opportunities To Boost Revenue & Customer Experience While Avoiding The Limitations & Pitfalls

Demystify the complex world of AI and cut through the jargon and what-ifs with concrete, practical examples of how new technologies can start to enhance your customer-focused business practices today
One size doesn’t fit all – how accessible is AI to smaller start-ups? How can it best be utilised within a limited budget?
Go beyond flashy gimmicks! It’s tempting to focus on what AI can do, but don’t lose sight of the key question – what do your customers actually need?
Demonstrate the opportunities of new technology across workload reduction, verifiable ROI and enhanced customer satisfaction, to secure senior buy-in and continued investment

Andy Hulse, CRM Operations Manager, BBC

Gan Zhang, Data Product Manager, National Grid

Bogdan Grigorescu, Senior Technical Lead, Engineering & Automation, Direct Line Group

Neal Silverstein, Head of Technology Customer Services, Specsavers

Abhineet Kesarwani, Regional Director – Customer Value & Experience Management, Lyca Mobile Group

Perspective One

14.55 Advance Customer Journey Mapping To The Next Level With Consumer-Centric Improvements For A Fully Streamlined Experience

Explore the latest tools and techniques for accurate, relevant, and future-proofed customer journey mapping
Leverage direct customer feedback to identify exactly what your consumer base wants from their journeys – where are the real pain points, and what is causing the most friction?
Optimise processes across multiple channels to maintain momentum, provide smooth customer experiences, and boost retention and loyalty
Foster a consumer-centric approach to prioritise front-end touchpoints over back-end processes for real results

Catriona Morse, Head of Customer & Adviser Experience, Royal London

15.15 Bonus Session; Reserved For Exclusive Conference Partner

15.45 Afternoon Refreshment Break, Informal Networking & Practical AI Demonstrations

Perspective Two

16.20 Advance Customer Journey Mapping To The Next Level With Consumer-Centric Improvements For A Fully Streamlined Experience

Explore the latest tools and techniques for accurate, relevant, and future-proofed customer journey mapping
Leverage direct customer feedback to identify exactly what your consumer base wants from their journeys – where are the real pain points, and what is causing the most friction?
Optimise processes across multiple channels to maintain momentum, provide smooth customer experiences, and boost retention and loyalty
Foster a consumer-centric approach to prioritise front-end touchpoints over back-end processes for real results

Clarisse Chapolard, Head of Sales – Contact Centre, Customer Care & Transport, Club Med UK & Nordics

16.40 Focus Your Internal Processes Around A Core Of Customer-Centricity To Boost Engagement & Loyalty For Employees & Consumers Alike

Happier employees lead to happier customers – keep your workforce engaged and motivated to ultimately deliver for your customers
Align internal values across all departments with a brand mentality that emphasises the highest level of customer satisfaction right from the first point of contact
Feed the voice of the customer back to the workforce to demonstrate the true impact of their work and instil passion and care for customer success
Promote organisation-wide buy-in to a customer focussed mindset, by inspiring advocacy across everyone from senior management to customer-facing employees

Vineeta Anuj, Chief Marketing Officer, Mindful Chef

17.00 Secure Long-Term Loyalty & Robust Retention Rates By Engaging & Exciting Customers At All Stages Of The Customer Journey

Don’t take your greatest assets for granted! Engage with your full range of consumers, from the brand new to the long-term, and make their CX experiences a pleasure rather than a chore
Strike the right omnichannel balance from the digitally-savvy to those who prioritise a phone call with a real person to ensure you cater to all customer needs
Go the extra mile with the latest innovations in personalisation, rewards, and attention-grabbing content to secure real and tangible improvements in engagement levels
Refine your customer journeys from acquisition to post-purchase to deliver gratifying results at all times

Emma Collins, Head of Digital Loyalty & Engagement, Poundland & Dealz

PANEL & Q&A

17.20 Forecasting The Future! Deep-Dive Into CX Trends For 2025 & Beyond To Instil Adaptability & Customer-Centricity At The Heart Of Your Business

With an uncertain future ahead, to what extent can CX strategies be future-proofed, and what can be done to build in adaptability and resilience?
Assess the up-to-date trends in consumer behaviour to forecast which patterns are short-term and which are here to stay
What are the current and imminent tech innovations set to disrupt and reshape CX in 2025 and beyond?
Combine data insights, revenue metrics and customer success stories to cement the role of CX as a crucial business driver in the years to come

Sarah Woodbridge, Director Customer Journey Management, Sainsbury’s