Not for the predictable

21 September 2020 | Business Design Centre, London

 

Part of

Novel Coronavirus Update.

Connected Customer Summit has been postponed. 

 

We recently made the difficult decision to postpone Connected Customer Summit, due to take place on 18 May. We reached this decision in response to the concerns over the increasing spread of Coronavirus (COVID-19).

We are now able to announce the new date for the conference. The event will take place on 21 September 2020, at the Business Design Centre in London.

Our primary focus continues to be creating opportunities for the CX industry to come together to learn, spark ideas, and critically, do business. We are looking forward to being able to do just that with the rescheduled Connected Customer Summit, which, with the extra time we will have to prepare, we hope will be stronger and more engaging than ever.

We’ve ripped up the rule book on what customer conferences should be. When Amazon revolutionised e-commerce, they were thinking about the next thirty years of business, not tomorrow’s problems – so why should you?

We’re not looking at today’s limitations and we’re not here to plaster the holes in your current CX; but show you how to reinvent your customer strategy to enact actual, fundamental change – not just for today, but for the next thirty years.

why attend?

Find out how to get personalisation right as a new wave of data analytics opens new doors to customer insights

Learn how to create authentic and immersive interactions that will place your brand at the forefront of the experience economy

Capitalise on a world of connection through the power of platforms and ecosystems

Discover how brands can go beyond transactional relationships and make the most of how they are identified by customers

speakers.

Cristina Constandache, Rakuten Viber, Connected Customer Summit

Cristina Constandache

Chief Revenue Officer, Viber

Thomasina Miers | Connected Customer

Thomasina Miers

Co-Founder, Wahaca

Patrick Stal, Uber, Connected Customer Summit

Patrick Stal

Senior Director, Head of Marketing EMEA, Uber

Graham Johnston, 3, Connected Customer summit

Graham Johnson

Head of Omnichannel and Digital First, Three

Navin Rizwi, Conde Nast | Connected Customer

Navin Rizwi

Head of Product, Condé Nast

Emilie Vanpoperinghe, ODDBOX | Connected Customer

Emilie Vanpoperinghe

Co-Founder, ODDBOX

Fergus Murphy, Virgin Money UK | Connected Customer

Fergus Murphy

Group Personal Banking Director, Virgin Money UK

Lee Shelton, Curzon Cinemas, Connected Customer Summit

Lee Shelton

Group Head of Digital Marketing, Curzon Cinemas

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agenda.

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Day 1

9.00

Welcome address and chair’s opening remarks

Session 1

A new age of connection emerges

9.10
Keynote address

Defining your strategy in an interconnected world


Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer , Viber

9.30
Keynote address

Embracing the next generation of customers


Thomasina Miers | Connected Customer
Thomasina Miers

Co-Founder , Wahaca

10.10
Keynote address

Voice assistants: entering a new paradigm of engagement


Wally Brill, Google, Connected Customer Summit
Wally Brill

Head of Conversation Design Advocacy and Education , Google

10.30
Panel discussion

Embracing the 4th Industrial Revolution: where technology and customer journeys meet

  • What are the impactful ways in which technology is transforming interactions with customers?
  • To what extent do IoT and advanced analytics hail a new era of connected convenience?
  • From AI to VR/AR: in a world of emerging technologies, where should organisations place their bets?
  • The customer perspective: are brands as digitally savvy as they think they are?
  • Will the customer of the future ultimately want more or less human interaction?
  • Exploring the strategies to achieve the right balance between the human and digital?

Cristina Constandache, Rakuten Viber, Connected Customer Summit
Cristina Constandache

Chief Revenue Officer , Viber

Graham Johnston, 3, Connected Customer summit
Graham Johnson

Head of Omnichannel and Digital First , Three

Patrick Stal, Uber, Connected Customer Summit
Patrick Stal

Senior Director, Head of Marketing EMEA , Uber

Mark Evans, Direct Line Group | Connected Customer
Mark Evans

Managing Director, Marketing & Digital , Direct Line

Neil Greathead, Smart Communications, Connected Customer Summit
Neil Greathead

Chief Customer Officer , Smart Communications

Session 2

The experience economy: exploring new paths to customer connection

11.30

My brand, my identity: deepening the brand-customer relationship

  • Capitalising on the increasing role brands play in personal identity
  • Riding the waves of opinion within demographics – picking your issue
  • Deepening brand buy-in: creating opportunities to allow customers to contribute
  • Converting influencers and micro-influencers into brand ambassadors

Navin Rizwi, Conde Nast | Connected Customer
Navin Rizwi

Head of Product , Condé Nast

12.10
Case Study | ODDBOX

Disrupting retail food one subscription at a time

Established as London’s first sustainable fruit and veg subscription company, ODDBOX envisions a world in which food waste becomes a thing of the past. Emilie will explain why a subscription model was chosen and the key benefits these models provide in capturing and engaging customers to the brand.


Emilie Vanpoperinghe, ODDBOX | Connected Customer
Emilie Vanpoperinghe

Co-Founder , ODDBOX

12.30
Panel discussion

Creating authentic and immersive experiences

  • How are new brand experiences transforming customer expectations?
  • Turning transactional interactions into meaningful relationships
  • From product design thinking to experience design thinking
  • What is the secret in convincing customers to spend time with your brand?
  • Creating a brand that taps into all five senses
  • To what extent can experiences encourage word of mouth and social media advocacy?

Navin Rizwi, Conde Nast | Connected Customer
Navin Rizwi

Head of Product , Condé Nast

Emilie Vanpoperinghe, ODDBOX | Connected Customer
Emilie Vanpoperinghe

Co-Founder , ODDBOX

Fergus Murphy, Virgin Money UK | Connected Customer
Fergus Murphy

Group Personal Banking Director , Virgin Money UK

Session 3

A new era of personalisation

14.15

Data-driven convenience: the secret weapon in the battle for the customer

  • How has digital connectivity made customers more likely to switch services?
  • Leveraging big data and advanced analytics to automate decision making for the customer
  • Taking a minimalistic approach to convenience: saving the customer time, effort and money at the click of a button
  • Identifying what customers determine to be convenient and ensuring pain points are eliminated

Lee Shelton, Curzon Cinemas, Connected Customer Summit
Lee Shelton

Group Head of Digital Marketing , Curzon Cinemas

14.35

The power of predictive analytics: getting one step ahead

  • Revealing customer needs before they even know it
  • Implementing real-time customer feedback to achieve better predictions
  • Avoiding punts: the art of getting predictions right?
  • What are the risks of predictive suggestions becoming ‘creepy’ to the customer?

Jason Maude, Starling Bank, Connected Customer Summit
Jason Maude

Chief Technology Advocate , Starling Bank

15.15
Panel discussion

Hyper-relevance: the next frontier in personalisation

  • Moving beyond traditional segmentation to recognising customers as the unique individuals they are
  • Why is segmentation no longer enough?
  • What are the best strategies for providing contextually-relevant experiences?
  • Unlocking the benefits of building intimate relationships with customers
  • Incorporating customer’s desire for choice in your hyper-relevant strategy
  • Avoiding the dangers of ‘over-personalisation’

Lee Shelton, Curzon Cinemas, Connected Customer Summit
Lee Shelton

Group Head of Digital Marketing , Curzon Cinemas

Gayathri Sudhakaran, Connected Customer Summit, LV=
Gayathri Sudhakaran

Former Director, Digital Product Innovation , LV=

Jason Maude, Starling Bank, Connected Customer Summit
Jason Maude

Chief Technology Advocate , Starling Bank

Pete Evia-Rhodes, The Times | Connected Customer
Pete Evia-Rhodes

Director of Customer Value , The Times

Session 4

The rise of platforms and ecosystems: disrupting traditional models

16.45
Keynote address

Customer experience in the platform economy: a vision of the future


17.25
Panel discussion

Triumphing in a partnership-driven era

  • A brave new world: how will partnership ecosystems evolve?
  • Capitalising on platform-based interactions to provide more personalised, data-driven experiences
  • Avoiding protectionism: encouraging an open business mentality in line with the expectations of the connected customer
  • What are the critical factors to consider in developing your API strategy?
  • What makes a healthy ecosystem? How to enable ecosystem components to shine?
  • Moving from push to pull: adapting to a new marketing paradigm

Ed Leon, Flock, Connected Customer Summit
Ed Leon Klinger

Chief Executive Officer , Flock

Thomas Ableman, Connected Customer Summit, Snap
Thomas Ableman

Founder and Chief Executive Officer , Snap

complimentary ticket.

 

Complimentary passes to Connected Customer Summit are only available to senior members of customer-facing companies and passes are awarded at the discretion of the event organiser whose decision is final. 

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Business Design Centre

Business Design Centre

52 Upper St, The Angel, London N1 0QH

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