Join the digital customer revolution
ATTENDEES
BRANDS
In the midst of the customer-centric revolution, industries are being fundamentally disrupted.
At Connected Customer, 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’ve built an agenda alongside the change-makers who’ve disrupted their industries, and the organisations who’ve forged new paths in struggling sectors. With 500+ attendees from 270+ of the world’s biggest, most innovative brands – get your ticket and join the customer revolution.
Connected Customer takes inspiration from past visions of the future. We’re talking about those 60’s visions of flying cars, robot butlers and self-walking dog leashes – and we’re borrowing some of that 60’s optimism.
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.
The three stages explore the three questions every company will need address to keep pace with the digital age. Here’s a look at what they cover:
2019 Speakers
Danelle Williams
Senior Director, Global Loyalty Platforms, Hilton Hotels
Geraldine de Boisse
Chief Product Officer, Bulb
Anton Gourman
Global Director of Communication, Deezer
Ben Askins
Director of Verb Brands, Verb
Lyz Swanton
Co-Founder, COO, Feedr
Gayathri Sudhakaran
Director, Digital Product Innovation, LV=
Helen Baynes
Director, Customer Experience, Cult Beauty
Dr. Aygul Zagidullina
Google Developer Expert for Assistant, GDG London
Agenda
20 June 2019
Welcome address and Chair's opening remarks
Engagement strategies for the connected customer
Keynote address
Enabling climate change heroes: using technology to cut carbon and lower bills
Geraldine de Boisse
Chief Product Officer
Bulb
Keynote address
Future customer: keeping loyalty programs relevant
Danelle Williams
Senior Director, Global Loyalty Platforms
Hilton Hotels
Keynote address
Personalisation to drive a better product and customer experience
Lyz Swanton
Co-Founder, COO
Feedr
AI-powered conversational commerce: engaging your customers across the entire customer life cycle.
Reuben will discuss the latest developments in conversational commerce and share how the world’s largest brands are using new messaging, AI and automation capabilities to transform the way they communicate with their customers across the entire customer/brand life-cycle -from initial engagement through to purchase and delivery, after-sales support, up-sell and renewal.
Reuben White
VP Enterprise North EMEA
LivePerson
Keynote address
Voice Assistants: Thriving in a New Age of Brand Engagement
Dr. Aygul Zagidullina
Google Developer Expert for Assistant
GDG London
Customer Journeys | Brand | Personalisation
Preparing for a new paradigm in the business-customer relationship
Blowing the hype? Defining your tech strategy alongside customer needs
• What technologies do customers actually want from brands?
• Smoother and smoother: ensuring your touchpoints reduce friction and avoiding cumbersome technology
• Stimulating innovation: how can customer opinion drive your next steps?
Jason Maude
Head of Technology Advocacy
Starling Bank
Future contact: exploring the evolution of interactions
- How are the ways in which customers want to communicate with you changing?
- What can we learn from the past to help us shape the future?
- Bridging the gap between physical and digital
- Exploring new tech and connectivity to fuel the 4th Industrial Revolution
Graham Johnston
Head of Omnichannel and Digital First
3
Panel discussion
Preparing for the new customer journey
• Standing out in a crowd: strategies for grabbing the attention of your future customers
• Which channels will take dominance over the next five years?
• Will changing customer habits affect how purchases are made?
• How will changes in how customers search affect the way they discover your business?
• What will native websites look like amidst increasingly platformed services?
• Failing fast: how can customer feedback be rapidly understood and acted upon?
• What will the perfect business-customer relationship of 2030 look like?
Graham Johnston
Head of Omnichannel and Digital First
3
Gayathri Sudhakaran
Director, Digital Product Innovation
LV=
Elisa Pogliano
Director, Digital and Omnichannel – Europe
Mattel
Crafting a brand that resonates with today and tomorrow’s customer
Case Study | Cult Beauty
Placing the voice of the customer at the core of your brand
Before Cult Beauty was established, consumers found messaging in the beauty industry to be condescending and not reflective of the market it was trying to reach. As such, Cult Beauty created a brand that spoke to its audience with an understanding of the knowledge that its consumers possessed. Helen will discuss how to create a brand that values its customers and places their voice as the centre of its messaging and product.
Helen Baynes
Director, Customer Experience
Cult Beauty
Defining your behaviours and values
• How are changing customer expectations affecting the ways that organisations act?
• How can organisations curate an identity while also personalising individual interactions?
• Is taking a stand the poisoned chalice or holy grail?
• Achieving sincerity: how can you implement behaviours in a way that feels natural?
Ben Askins
Director of Verb Brands
Verb
Panel discussion
Delivering a service that chimes with your core identity
• Understanding your proposition: how can you focus your identity around your USP?
• Translating your identity into your service: locating the constants
• Embedding brand identity in everything you do: how far do you go?
• Striking a balance: maintaining brand identity in an increasingly bespoke world
• Ensuring a cohesive identity is established throughout your touchpoints
• Choosing your tribe: is it okay to walk away from some customers?
Helen Baynes
Director, Customer Experience
Cult Beauty
Libby Andrews
Director, Marketing
Pho
Ben Askins
Director of Verb Brands
Verb
Next-stage personalisation
Beyond recommendation: personalisation for surprise and delight
• Creating true intimacy with your customers: extracting data insights to provide true personalisation
• Experiences new: making traditional recommendation feel exciting
• Finding inspiration: who are the organisations to look to for excellent personalisation?
Morgan Young
Head of Growth
Switchd
Case study
Placing data at the heart of your campaigns
With data on our sides, we’re able to know more about customers than ever before – but how can you turn that knowledge into actual engagement with the customer? Our expert will be giving the low-down on how to create personalised e-mail campaigns and interactions to boost your conversions.
Anton Gourman
Global Director of Communication
Deezer
Activate, engage, retain: personalise your customer’s journey
- Discover how to treat every customer as the unique person they are
- Evolving from data silos and legacy systems to intelligent, intuitive and effective solutions
- How can customer experience processes be simplified?
- Find out how cross-channel communications are becoming a must in today’s day and age
Richard Hill
VP Sales, Europe
Engage Hub
Panel discussion
Delivering ultimate personalisation whilst maintaining choice and spontaneity
• What does the ultimate in personalisation look for the business and the customer?
• Market of one: strategies for making each interaction feel entirely individualised
• Delicate balance: ensuring the correct amount of personalisation and choice
• Does too much personalisation limit the potential for chance purchases?
• Avoiding the dangers of ‘creepy’ personalisation
• The future of personalisation: shaping spending habits
Edouard Daunizeau
Head of Growth
Lumen
Lee Shelton
Group Head of Digital Marketing
Curzon Cinemas
Tom Hanks
Head of Growth and Operations
Drover
New technologies | Future analytics
Unlocking the potential of new technologies: readying for the revolution
Reading the new connected journey
• Evolving with the technology: deciding what works for your customers
• What channels will become dominant over the next few years?
• Creating new experiences: how do you decide what is appropriate for each channel?
• Towards a seamless journey: creating consistency across devices
Nicola Millard
Head of Customer Futures and Insights
BT
Supercharging your CX strategy with artificial intelligence
- Identifying opportunity: knowing when you have found the right AI strategy for your business
- Leveraging AI to take your customer data to another level of understanding
- From customer satisfaction to employee retention: discover new forms of interaction
- Strategies for navigating the point of technology-human hand-over
Brendan Dykes
Senior Director, Solution and Product Marketing
Genesys
Exploring future analytics
The missing link: finding the human in your data analysis
• How can companies ensure that customers are placed at the centre of their analytic strategies?
• Cut to the feeling: reframing journeys around points of customer stress
• Emotive personalisation: the new frontier in customer experience?
• What are the emerging opportunities that data could unlock?
Janthana Kaenprakhamroy
Chief Executive Officer
Tapoly
CX reimagined: unleash the power of connected intelligence
- The hidden “me” : using advanced analytics to trigger emotion
- Discover how to measure your customer experience effectively
- How to embrace connectivity across the entire business?
- The secret to transforming data into action and profitability
Yana Chalyovska
UKI Marketing
TIBCO
Chris Lowe
Senior Solutions Consultant
TIBCO
Customer loyalty | Personal data economy | New Disruptors
Crafting a journey that inspires customer loyalty
Incentivising loyalty from the outset
• To what extent is the traditional loyalty scheme irrelevant for today’s customer?
• How loyal does a customer have to be before they are rewarded?
• Using analytics to find the perfect moment for rewards
• Several big rewards or many little perks: which works best?
Christine Mayston
Group Partner Director
Nectar Loyalty
Case study | Southeastern
Placing the customer at the core of your strategy: the key to true loyalty
From allowing customers to resell products on your own platforms, to creating campaigns that focus on issues central to your customers’ concerns – creating an identity for your brand is core to establishing loyalty – and our expert will tell you exactly how to do this.
Diane Burke
Director, Commercial
Southeastern
Risks and opportunities in data: strategies for success
Data security in the age of AI: understanding new threats
• How will AI change the current security landscape?
• Taking on the intelligent machine: understanding the dangers of AI-enabled cyber attacks
• Holding the line: what are the best safeguards for security threats?
• AI in your arsenal: understanding the need for an continuously optimising security system
Peter Jackson
Group Director , Data Sciences
Legal & General
Panel discussion
Diving into the personal data pool: what customers will expect and allow
• A year of GDPR: how has regulation changed the way customers view their data?
• What effect has Cambridge Analytica had on customers’ trust?
• How will the way customers’ safeguard their personal data evolve?
• Understanding the emergence of the personal data economy
• How will business-customer data trading be realised?
• Transparent data collection: the key to customer trust?
• What will customers want in exchange for their data?
• Is willingly shared customer data the most valuable?
• Personal data platforms: the next trillion dollar industry?
Peter Jackson
Group Director , Data Sciences
Legal & General
Benji Weber
Vice President, Engineering
Pockit
David Atkinson
Head of Product
Citizen
Julian Ranger
Chairman and Founder
digi.me
Looking to the next generation
Pitch | Pigzbe
Filippo Yacob
Chief Executive Officer
Pigzbe
Pitch | Localz
Emma Lampert
Head of Customer Success
Localz
Pitch | Howazit
Shimi Azaria
CEO
Howazit
Pitch | Figaroo
Marco Scotti
Founder
Figaroo
Pitch | RUUBY
Venetia Archer
Founder and Chief Executive Officer
Ruuby
Chair’s closing remarks and drinks reception
Partner with us
Connect with your audience
Our attendees tell us their aim is to make meaningful connections with solutions providers. With this in mind, we have created a range of sponsorship opportunities that can help you raise your profile and reach the right people.
DYNAMIC LONDON
We’ve hand-picked some of the best hotels, restaurants, and bars in London for you to explore during your stay.
NEXT GEN LOCATION
We’ve moved to the iconic venue, The Crystal, on Victoria Docks – one of the world’s most sustainable buildings.
2019 Sponsors
TechNOVA Leader
TechNOVA Innovator
Media Partners
Tickets
Tickets include:
1 day conference pass, lunch & refreshments and a drinks reception
Group Discount
15% off
When you buy 3 or more tickets
CX Professionals*
£495.00 + VAT
Standard
£1,495.00 + VAT