Deliver Stand-Out CX That Converts, Retains & Delights:
Insight-Led Customer Experience Strategies Which Harness AI-Driven Innovation, Hyper-Personalisation & Seamless Journeys To Win Loyalty, Deepen Engagement & Accelerate Growth
A One-Day, Industry-Led Conference & Networking Exhibition, Manchester, 11th November 2025
08.30 Registration, Informal Networking & GIC Opening Remarks
OPENING REMARKS
09.00 Morning Chair’s Opening Remarks
Matt Lovell, Group Director Of Data & AI, JD Sports
REIMAGINING DIGITAL INNOVATION
09.10 Revolutionise The Future Of CX With Seamless, Smart & Standout Digital Experiences That Flex With Customer Expectations, Drive Loyalty & Deliver Tangible Business Impact
- Tap into the next wave of digital CX innovation from real-time personalisation to adaptive interfaces, crafting journeys that flex with every customer interaction
- Close the gap between digital and physical by unifying online convenience with in-store value, creating a frictionless brand experience across all channels
- Take a deep dive into the evolving expectations of digital-first consumers and explore how intuitive, responsive platforms can drive engagement and loyalty
- Discover how to test, scale and implement new digital touchpoints with speed, without compromising on brand integrity or customer trust
Ivanna Pliva, Vice President, Digital Client Experience, BNY Mellon
AI, AUTOMATION, & EMERGING TECH
PANEL Q&A
09.30 From Hype To Hands-On, Unlock Scalable, Strategic Value From AI, Automation & Tech Innovation Across The Customer Journey
- Explore how CX leaders are integrating AI and automation into live customer journeys to enhance responsiveness, efficiencies, and customer satisfaction
- Identify the real business value behind trending tools – what’s delivering clear ROI versus what’s just noise?
- Scale innovation responsibly with cost-effective use cases for both lean teams and enterprise-level CX strategies
- Hear how your peers are futureproofing CX by embedding emerging tech into their long-term strategy – not just their short-term fixes
Suraj Nagaraj, Head Of Product – Loyalty & Support, Tesco PLC
Derek Shanks, Head Of Digital Technology For Insurance, Pensions & Investments, Lloyds Banking Group
TURNING INSIGHT INTO ACTION
10.00 Transform Raw Data Into High-Impact CX Strategies That Drive Loyalty, Boost Performance & Deliver Real-World Business Outcomes
- Convert insight into impact by embedding data into every stage of the CX lifecycle, from strategy and design to execution and refinement
- Identify which insights truly move the needle and make sure you are focusing on the metrics that directly influence conversion, satisfaction, and long-term loyalty
- Activate insight in real time to anticipate customer needs, reduce friction and exceed expectations across channels
- Use behavioural, transactional and feedback data to fine-tune journeys and deliver hyper-relevant experiences at scale
Radharaman (Rad) Jha, Vice President Supply Chain, Flaconi
10.20 Bonus Session; Reserved For Exclusive Conference Partner
10.50 Morning Refreshment Break With Speed Networking & Peer Discussion Zones
QUANTIFYING THE CUSTOMER VOICE
11.20 Harness Real-Time Customer Feedback, Turning Insight Into Action & Prove The Value Of Voice-Of-Customer Across The End-To-End Journey
- Move beyond passive listening and implement closed-loop feedback systems that demonstrate real, measurable impact on customer satisfaction
- Quantify sentiment at scale using advanced analytics and AI to identify key trends, recurring pain points, and moments of delight
- Integrate VoC into strategic decision-making to ensure leadership is guided by the needs, expectations and behaviours of real customers
- Transform raw feedback into prioritised actions that reduce churn, improve retention and future-proof customer relationships
Sinéad Croke, Group Head Of Customer Experience, Halfords Group PLC
HYPER-PERSONALISATION & HUMAN TOUCHPOINTS
PANEL Q&A
11.40 Achieve Stand-Out CX With Smart Personalisation That Feels Authentic, Relevant & Human At Scale
- Push beyond generic automation to create experiences that are genuinely tailored, context-aware, and emotionally resonant
- Keep human empathy front and centre as you balance machine-driven insights with real-world customer nuance
- Avoid the personalisation pitfalls: what crosses the line from helpful to intrusive, and how can you maintain customer trust?
- Explore real-world examples of how leading brands are integrating data-driven personalisation with high-touch service to drive measurable impact
Mark Brayton, Branch Network Director, Nationwide
Suraj Nagaraj, Head Of Product – Loyalty & Support, Tesco PLC
Scott Brown, Group Director of Sales & Marketing – Hotels, Amante Capital
ELEVATING CUSTOMER JOURNEYS – A MOTORWAY CASE STUDY
12.10 Designing Smarter Journeys & Using AI To Reduce Effort & Cost, While Knowing When Only A Human Will Do
Uncover how Motorway are applying automation with intent and preserving empathy where it counts, through…
- Smart deployment of AI to solve difficult, high customer effort problems
- Embedding intelligence across journeys to understand friction and customer experience
- Experimentation culture, moving fast and being brave to see what works and what doesn’t
- Identifying key moments where human connection delivers the greatest impact
Nic Hartley, VP Of Seller Services, Motorway
12.30 Lunch & Informal Networking For Speakers, Delegates & Partners
13.35 Afternoon Chair’s Opening Remarks
Gan Zhang, Data Product Manager, National Grid
EMBEDDING CUSTOMER-CENTRICITY
13.45 Hardwire Customer-Led Thinking Across Your Organisation To Drive Loyalty, Align Teams & Deliver Exceptional End-To-End Experiences
- Operationalise customer centricity by embedding it into daily processes, KPIs and decision-making across every department
- Build a shared culture of CX ownership – from frontline staff to back-office teams – that keeps customer value at the heart of all actions
- Use real-time customer insight to inspire internal alignment, close experience gaps and continually evolve in line with changing expectations
- Break down silos between teams to drive cross-functional collaboration, unify CX vision, and reduce friction throughout the customer journey
Roseanne Baxter, Director Of Customer Resolutions, OVO
EXCEEDING SKY-HIGH EXPECTATIONS
PANEL Q&A
14.05 Stay Ahead Of Constantly Evolving Customer Demands To Deliver Stand-Out Experiences That Drive Loyalty, Trust & Competitive Edge
- Unpack what today’s customers really expect in 2025 – from instant gratification to ethical alignment – and how to meet those rising demands at every touchpoint
- Discover how top brands are proactively adapting to shifting economic pressures, tech innovation, and changing social values without compromising on CX quality
- Identify where to invest resources to exceed expectations across personalisation, speed, support, and consistency
- Hear what’s driving customer decision-making right now, and how to separate fleeting fads from long-term shifts that demand strategic response
Hannah Dove (née Hingston), Life Events Director – Customer Propositions, Lloyds Banking Group
Dave Robinson, Customer Strategy Director, Virgin Red
GENUINE CUSTOMER ENGAGEMENT
14.35 Spark Deeper Connections Across The Customer Journey With Tailored, Trust-Building Experiences That Inspire Loyalty, Boost Retention & Drive Lasting Value
- Create emotionally resonant moments at every touchpoint by moving beyond transactions and cultivating meaningful relationships
- Design frictionless, responsive journeys that adapt to each customer’s preferences, behaviours, and expectations across all channels
- Reignite loyalty with dynamic retention strategies, from exclusive experiences to personalised rewards that surprise and delight
- Turn passive customers into active advocates by building trust, encouraging feedback, and acting on what matters most to them
FEEDBACK & REFLECTION
14.55 Reflect On Key Insights Learned & Critical Takeaways From The Event So Far
Take a step back to reflect on the key insights from the day, share thoughts with peers, and discuss practical takeaways to drive real change. This interactive session offers a space to exchange ideas, ask questions, and leave feeling empowered with clear next steps for advancing customer experience in your organisation.
15.10 Bonus Session; Reserved For Exclusive Conference Partner
15.40 Afternoon Refreshment Break With Speed Networking & Peer Discussion Zones
NATIONWIDE CASE STUDY
16.10 Exclusive Case Study With Nationwide Building Society
Laura Cain, Head Of Customer Experience, Nationwide Building Society
PROVING CX ROI: METRICS THAT MATTER
16.30 Quantify The Value Of Great CX With Smarter KPIs, Executive-Ready Dashboards & Meaningful Metrics That Showcase Real Commercial Impact
- Build a compelling CX business case by linking customer experience improvements directly to revenue growth, retention, and reduced churn
- Equip stakeholders with executive-level dashboards that clearly visualise the performance and progress of CX investments
- Identify and track leading indicators of success – from customer lifetime value to digital engagement rates – that go beyond surface-level satisfaction scores
- Move from vanity metrics to outcome-driven measurement strategies that prioritise business impact over activity tracking
James Sandfield, Customer Service & Order-To-Cash Lead, Nestle Europe
SMARTER TECH, SMOOTHER JOURNEYS
16.50 Cut Through The Hype & Deliver Seamless, Human-Centric CX With Smart, Strategic Tech Implementation That Elevates Every Stage Of The Customer Journey
- Shift from pilot projects to full-scale implementation of AI and automation tools that actively reduce service wait times and improve resolution rates
- Tap into real-time sentiment analysis and behavioural data to trigger more responsive, adaptive journeys tailored to individual customer needs
- Free up frontline staff with intelligent automation that handles repetitive tasks, allowing teams to focus on high-value, relationship-building moments
- Integrate emerging tools like conversational AI, intelligent search, and predictive service routing to transform experience delivery across digital and voice channels
Derek Shanks, Head Of Digital Technology For Insurance, Pensions & Investments, Lloyds Banking Group
17.10 Afternoon Chair’s Closing Remarks & Official Close Of Conference
Gan Zhang, Data Product Manager, National Grid