Outstanding, Results-Boosting Customer Experiences & Insight-Led Journeys: Harness The Latest Tools, Technologies & Digital Innovations, Leverage Insight & The Voice Of The Customer From Your Data, Empower Your Employees To Drive A Customer-Centric Culture, Deliver Excellent Frontline Customer Service & Demonstrably Impact The Bottom Line

A Brand-Led, One-Day Conference & Networking Event, 3rd October 2018, Museum of Science & Industry, Central Manchester.
Download Brochure Here | Register Before Thursday 26th July & Save £100!

Download Brochure | Book Before Thursday 26th July & Save £100

Why Attend The 2018 Edition Of The Customer Experience Manchester Conference?

• Real-World, Best-Practice Advice From 21 Customer Experience Leaders In 1 Day
• Convenient, One-Day Interactive Conference Format
• 10 Advanced Sessions Focused On Your Hottest Customer Experience Challenges
• 5 Peer-To-Peer Discussions: Coaching & Upskilling | Vulnerable Customers | Personalisation | B2B | Employee Engagement
• Practical Case Studies & Real Experiences
• 2 Panel Discussions & Q&As: New Technologies & Innovations & Culture
• 1 Double Perspective: Customer Expectations, Voice & Feedback
• 1 Unmissable Day

Download The Full Agenda Here

21 Cross-Sector Thought Leaders Share Their Strategies On Harnessing The Optimal Tools & Technologies To Create Outstanding Customer Journeys, Leverage The Voice Of The Customer With Clever Data Management, Empower Employees To Drive A Customer-Centric Culture & Excellent Frontline Customer Service & Impact The Bottom Line:

1. Guarantee First-Rate, Seamless Customer Journeys: Maximise brand presence, exposure, engagement and consistency across multiple customer touchpoints
2. Exploit Cutting-Edge Tools, Technologies & Innovations: Extract real value from the latest technologies set to disrupt the customer experience landscape
3. Leverage The Customer Voice, Exceed Expectations: Tap into consumer feedback to align your organisation with customer demands
4. Extract Actionable Insights From Customer Data: Mission-critical customer insights through savvy data analysis – what makes your customers tick?
5. Empower Employees To Live & Breathe A Culture Of Customer-Centricity: Drive an ethos of customer satisfaction and upskill staff to deliver optimal experiences
6. Streamlined, Optimised Digital Touchpoints: Quick and easy wins to minimise customer and employee pain points across social and digital channels
7. Measure Engagement, Impact & ROI: Drive continuous improvement and convince senior stakeholders of the bottom-line impact
8. Deliver Exceptional Frontline Customer Service: Minimise discontent and boost loyalty with authentic and efficient frontline customer experiences

10 Advanced Sessions Focusing on Your Toughest Challenges: Customer Journeys • New Technologies & Innovations • Customer Expectations, Voice & Feedback • Data & Insight • Employee Engagement & Internal Culture • Digital Experiences • Measuring Impact & ROI • Customer Service & Frontline Contact • Best-In-Class Customer Engagement • Social Media

Download Brochure | Book Before Thursday 26th July & Save £100

Can you help customer experience professionals optimise customer journeys and experiences? For more information on how to get involved, please call: +44 (0)20 3479 2299 or email partner@customerengagementconference.com

Book An Exhibition Stand + 2 Delegate Places Before 21st June For Only £2,099 +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.

Download The Full Agenda Here

The Customer Experience Manchester Conference Programme:

08.30 Registration – Morning Coffee, Interactive Voting & Objective Setting

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chair’s Opening Remarks

Mark Billingham, Group Customer Service Director, Shop Direct

CUSTOMER JOURNEYS

09.20 Maximise Brand Presence, Exposure & Consistency Across Multiple Touchpoints For A Seamless, Reliable, Cross-Channel Experience

Anthony Scammell, Strategic Service Development Director, Old Mutual Wealth

NEW TECH & INNOVATIONS – Q&A

09.40 Harness & Exploit Cutting-Edge Tools & Technologies To Demonstrably Impact The Business Bottom Line & Empower Staff To Deliver Optimal Customer Service & Engagement

Dionne Baker, Senior Customer Marketing Manager, Diageo

Jo Kirkham, Head of Fan Experience, Liverpool Football Club

Robert Chandler, Head of Customer Loyalty, Sky

CUSTOMER EXPECTATIONS, VOICE & FEEDBACK – Double Perspective

10.10 Tap Into Feedback & The Voice Of The Consumer To Align Your Organisation With The Customer Demands Of Tomorrow & Exceed Expectations At Every Touchpoint

Philip Purdy, Customer Service Manager Europe, Travelzoo

Gavin Holland, Design Manager, Capital One UK

10.50 Informal Networking Break & Morning Refreshments

DATA & INSIGHT

11.20 Develop An Increased Understanding Of Your Customers & Their Needs With Effective & Cohesive Data & Insight Strategies

Dionne Baker, Senior Customer Marketing Manager, Diageo

11.40 Bonus Session; Reserved For Exclusive Partner

DIGITAL EXPERIENCES

12.10 Simplify Your Digital Touchpoints With Easy & Efficient Systems & Innovations To Optimise Consumer Experiences

Paul Kerrison, Enterprise Architect, Travis Perkins

12.30 Lunch & Informal Networking For Delegates, Partners & Speakers

Informal Peer-To-Peer Discussions

13.10 Informal Peer-To-Peer Discussions

A) Coaching & Upskilling

Nick Batt, Head of Customer Experience, MoneySuperMarket

B) Personalisation

Isobel Murray, Senior Customer Delight Manager, Bloom & Wild

C) Employee Engagement

Orkid Russell, Social Researcher (Customer Insight), Department for Business, Energy & Industrial Strategy

D) Vulnerable Customers

E) B2B

13.30 Afternoon Chair’s Opening Remarks

Alan Smith, Head of Customer Experience, AQA

EMPLOYEE ENGAGEMENT & INTERNAL CULTURE

13.50 Drive A Positive, Customer-Centric Culture & Empower Employees To Buy Into & Deliver Excellent Customer Experiences

Chris Larmer, Customer Experience Director, Omni-Channel & Customer Experience, Barclays UK

INTERACTIVE CULTURE PANEL DISCUSSION – Q&A

14.10 Facilitated By:

Louise Locke, Site Leader London Customer Services, Booking.com

Katy Taylor, Group Commercial & Customer Director, The Go-Ahead Group plc

Rachel Collier, Senior Manager – Customer Engagement, Barclaycard

Katie Colombus, Assistant Director of Digital, Brand & Engagement, Samaritans

Fiona Nicholls, Customer Capability Manager, National Grid

MEASURING IMPACT

14.40 Measuring Customer Engagement, Impact & ROI To Drive Continuous Improvement & Prove Departmental Value

Ruth Frost, Voice of the Customer – Digital, Virgin Holidays

15.00 Bonus Session; Reserved For Exclusive Partner

15.30 Informal Networking Break & Afternoon Refreshments

CUSTOMER SERVICE & FRONTLINE CONTACT

16.00 Deliver Exceptional & Authentic Customer Service Across All Contact Points To Minimise Discontent & Boost Loyalty

Anthony Scammell, Strategic Service Development Director, Old Mutual Wealth

CUSTOMER ENGAGEMENT

16.20 Jocelyn McConnachie, Director of Customer Experience, National Grid

SOCIAL MEDIA – Case Study

16.40 Richard Lawrence, Deputy Head of Customer Service Operations, easyJet

17.00 Chair’s Closing Remarks & Official Close Of Conference

Please check the website regularly for updates and newly confirmed speakers. Are you interested in getting involved with The Customer Experience Manchester Conference? For more information, please call +44 (0)20 3479 2299 or email info@customerengagementconference.com.