Day 1 - 25 June 2024

09:20AM

Martin Andersen

Digital Marketing Head

Sony

Associated Talks:

09:20AM - Day 1

View Chair’s Welcome – Customer Experience, Email & Automation

02:15PM - Day 2

View Panel: Discussing the era of seamless omnichannel strategy

View Full Info

Chair’s Welcome – Customer Experience, Email & Automation

. Martin Andersen, Digital Marketing Head, Sony
Hide Details
More Details

09:30AM

Carl McCartney

Customer Experience Director

Les Mills

Associated Talks:

04:40PM - Day 1

View Panel: The Customer Experience Era: Tools, Tech & Strategies

09:30AM - Day 1

View Attracting Gen-Z As Consumers And Employees By Setting A New Standard Of Customer Excellence

View Full Info

Attracting Gen-Z As Consumers And Employees By Setting A New Standard Of Customer Excellence

  • Customer demographics are changing, and if you have not already done so, the time has come to turn the focus to Gen-Z. This generation will dominate the customer base, as well as the job market in years to come, and despite this, when it comes to building a strategy to attract them, they almost remain a mythical creature with different consumer behaviours as well as career aspirations and expectations compared to preceding generations. At a time when CX and EX go hand in hand, don’t miss this exciting exploration of how customer experience strategy must evolve to both futureproof the workplace as well as the service.
    • Becoming a purpose-driven organisation to connect with a purpose-driven generation
    • Exploring how emerging technologies are shaping the future employee experience as well as the customer experience
    • Investing in and developing internal stakeholders to better bridge the growing skills and talent gap
. Carl McCartney, Customer Experience Director , Les Mills
Hide Details
More Details

10:00AM

Morning Partner Solo – Customer Experience, Email & Automation

Hide Details

10:30AM

Panel: Elevating Customer Journeys in 2024: Strategies for Success

  • Reviewing strategies to create seamless customer journeys across the digital experience
  • Deep diving into insights to create agile responses with two-way-conservations
  • Journey mapping and connecting those dots to success
  • How to foster a customer-centric culture
  • What and which cutting-edge tech do you incorporate to deliver your strategy
Hide Details
More Details

11:10AM

Morning Break

11:40AM

Mid-Morning Partner Solo – Customer Experience, Email & Automation

Hide Details

12:10PM

Case Study: Look, Feel Fabulous email & CRM strategy

Hide Details

12:40PM

Lunchtime Partner Solo – Customer Experience, Email & Automation

Hide Details

12:55PM

Lunch Break

02:00PM

Afternoon Partner Solo – Customer Experience, Email & Automation

Hide Details

02:15PM

Afternoon Partner Solo – Customer Experience, Email & Automation

Hide Details

02:30PM

James Dolling

Head of Customer Proposition

Arriva Rail London

Associated Talks:

02:30PM - Day 1

View Panel: The power of automation and personalisation

View Full Info

Panel: The power of automation and personalisation

  • How is automation transforming customer lifecycle
  • Reviewing the power data to create a truly personalised experiences
  • The AI edge- from tailored insights  & personalisation for effective and responsive campaigns
. James Dolling, Head of Customer Proposition, Arriva Rail London
Hide Details
More Details

03:10PM

Afternoon Partner Solo – Customer Experience, Email & Automation

Hide Details

03:40PM

Afternoon Break

03:55PM

Mid-Afternoon Partner Solo – Customer Experience, Email & Automation

Hide Details

04:10PM

2024 Email Bench Mark Report

Hide Details

04:40PM

Carl McCartney

Customer Experience Director

Les Mills

Associated Talks:

04:40PM - Day 1

View Panel: The Customer Experience Era: Tools, Tech & Strategies

09:30AM - Day 1

View Attracting Gen-Z As Consumers And Employees By Setting A New Standard Of Customer Excellence

View Full Info

Abdul Khaled

Head of Digital | Customer Experience & Digital Products

E.ON Next

Associated Talks:

05:20PM - Day 1

View Navigating the Future: A Journey Through CX Transformation for Customer-Centric Excellence

04:40PM - Day 1

View Panel: The Customer Experience Era: Tools, Tech & Strategies

View Full Info

Panel: The Customer Experience Era: Tools, Tech & Strategies

  • Reviewing customer experience platforms and the importance of data and insights and impact on campaigns
  • Exploring the trends in consumers in 2024 and how it translate within customer experience strategies
  • Using tools and tech to follow and improve the customer’s journey
  • The importance of automation and hyper personalisation in your customer experience strategy
. Carl McCartney, Customer Experience Director , Les Mills
. Abdul Khaled, Head of Digital | Customer Experience & Digital Products, E.ON Next
Hide Details
More Details

05:20PM

Abdul Khaled

Head of Digital | Customer Experience & Digital Products

E.ON Next

Associated Talks:

05:20PM - Day 1

View Navigating the Future: A Journey Through CX Transformation for Customer-Centric Excellence

04:40PM - Day 1

View Panel: The Customer Experience Era: Tools, Tech & Strategies

View Full Info

Navigating the Future: A Journey Through CX Transformation for Customer-Centric Excellence

  • Join us for an insightful talk that delves into the intricacies of Customer Experience (CX) transformation. In this session, we will explore a comprehensive CX transformation program designed to revolutionize our company into a customer-centric powerhouse. Discover the strategic initiatives, innovative approaches, and the technology-driven solutions that drive this transformative journey.
. Abdul Khaled, Head of Digital | Customer Experience & Digital Products, E.ON Next
Hide Details
More Details