Join the digital customer revolution
20 June 2019
The Crystal, London
In the midst of the customer-centric revolution, industries are being fundamentally disrupted.
At Connected Customer 2019, 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 with these same change-makers who’ve disrupted their industries, and the organisations who’ve forged new paths in struggling sectors. While we’re putting the finishing touches to this year’s line-up, check out our preview brochure and see some of what’s in store.
Connected Customer 2019 is taking 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:
Hoverboard
How will you interact with your customer?
Hologram
How will your customer view you?
Jetpack
How will you understand your customer?
2019 Speakers
Matthew Trott
Chief Technology Officer, Bulb
Merel Goedknegt
Programmatic Lead, EMEA, Match.com
Dan Moross
Director, Customer Experience, MOO
Elisa Pogliano
Director, Digital and Omnichannel – Europe, Mattel
Peter Jackson
Director – Group Data Scientist, Legal & General
Kate Gerova
Director, Digital Marketing – Exhibition, Curzon Cinemas
Libby Andrews
Director, Marketing, Pho
Oliver Davies
Head of Digital Products, UKTV
Agenda
- All Topics
20 June 2019 Thursday, 20 June 2019
Welcome address and Chair's opening remarks
09.40-11.10: Engagement strategies for the connected customer
Enabling climate change heroes: using technology to cut carbon and cut bills
Our expert will outline how placing problem-solving for the benefit of the customer at the heart of your proposition is the key to satisfying the modern customer.
Matthew Trott
Chief Technology Officer , Bulb
Jonathan Gartside
Chief Innovation Officer , Bulb
Evolution of the personal assistant: the center of next-gen interactions
As technology becomes ever more artificially-intelligent, customers are expecting their devices to predict and cater to their every action. Andrea will discuss the emergence of the personal assistant and how virtual assistants are the ultimate goal for the connected customer.
Aygul Zagidullina
Google Developer Expert for Assistant , Google
11.40 -13.10: Hoverboard | Hologram | Jetpack
A revolution in customer expectation: dealing with fundamental disruption
• How are customer expectations changing the way services are delivered?
• From the high street to hotels: charting how customer-centric propositions have disrupted ‘unsinkable’ industries
• A mile in a customer’s shoes: identifying your industry’s effort cost
• What is the future of service provision in the on-demand economy?
Alison Jaap
Head of Change , First Direct
Future contact: exploring the evolution of interactions
• How are the ways in which customers want to communicate with you changing?
• From the connected car to the voice assistant: an assessment of new channels
• Do not disturb: achieving an non-invasive notification strategy
• Service as a passive process: will frequency of customer contact continue to decrease?
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?
Dan Moross
Director, Customer Experience , MOO
Elisa Pogliano
Director, Digital and Omnichannel – Europe , Mattel
Alison Jaap
Head of Change , First Direct
Graham Johnston
Head of Omnichannel and Digital First , 3
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?
Martin Williams
Chief Executive Officer , Gaucho
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?
Jonathan Gartside
Chief Innovation Officer , Bulb
Helen Baynes
Director, Customer Experience , Cult Beauty
Libby Andrews
Director, Marketing , Pho
Jenna Bromage
Director, Brand and Marketing , Gaucho
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?
Merel Goedknegt
Programmatic Lead, EMEA , Match.com
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
Merel Goedknegt
Programmatic Lead, EMEA , Match.com
Kate Gerova
Director, Digital Marketing – Exhibition , Curzon Cinemas
Oliver Davies
Head of Digital Products , UKTV
14:15 - 15.40: Hoverboard | Hologram | Jetpack
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
Customer Experience Futurologist , BT
Defining a content strategy for sustained engagement
• Developing a persona: crafting a voice that resonates with your customers
• Outside voices: are influencers your secret weapon?
• Listening to your data: adapting and evolving based on what works
• Demonstrating ROI on your content strategy
Tom Shennan
Head of Social Media , Comic Relief
Case study |Patch
Creating continuous interaction: engaging before, during and after purchase
To grow their plant business, Patch has embarked on dynamic marketing campaigns that are aimed at exciting new customers and engaging veterans. [Speaker name] will show how Patch provides resources for new customers to pick the best plant for their environments and then maintains the contact through purchase, delivering Plant Parenting Courses via e-mail to keep engagement constant.
Freddie Blackett
Chief Executive Officer , Patch
New insights from new channels: unlocking the potential of emerging data sources
• Getting to grips with unstructured data sources: voice, audio and beyond
• What can we learn that we didn’t know before?
• Ensuring data excellence: dealing with an onslaught of new information
• How can data strategy be futureproofed to handle an ever evolving technological landscape?
Angel Serrano
Head of AI , Santander
15.45- 17.10: Hoverboard | Hologram | Jetpack
Mouths on the ground: brand advocacy as the ultimate goal in loyalty
• Is brand advocacy more valuable than traditional paid online advertising?
• How can satisfied customers be successfully directed towards online advocacy?
• Show of thanks: rewarding your most vocal customers
Tom Shennan
Head of Social Media , Comic Relief
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
Director – Group Data Scientist , 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
Director – Group Data Scientist , Legal & General
Angel Serrano
Head of AI , Santander
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.
We can tailor any of the following to your needs:
Thought-leadership sessions
Hospitality packages
On-site event branding
One-to-one meetings
Exhibition space
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
Who attends
ATTENDEES
%
C-SUITE/DIRECTOR LEVEL
COMPANIES
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*
save £200 Early Bird Until 12 April
£295.00 + VAT
Full Price £495.00 + VAT
Standard
£1,495.00 + VAT
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