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 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, Bulb, MarketforceLive

Matthew Trott

Chief Technology Officer, Bulb

Megan Caywood photo

Megan Caywood

Managing Director, Head of Barclays Consumer Strategy, Barclays

Cristina Constandache, Rakuten Viber, TechNOVA Voice

Cristina Constandache

Chief Revenue Officer, Rakuten Viber

Merel Goedknegt, Match.com, MarketforceLive

Merel Goedknegt

Programmatic Lead, EMEA, Match Group

Programmatic Lead, EMEA

Dan Moross

Director, Customer Experience, MOO

POGLIANO, Elisa, Marketforce Live, Mattel

Elisa Pogliano

Director, Digital and Omnichannel – Europe, Mattel

Peter Jackson Legal & General, TechNOVA Speaker

Peter Jackson

Director – Group Data Scientist, Legal & General

Kate Gerova, MarketforceLive, Curzon Cinemas

Kate Gerova

Director, Digital Marketing – Exhibition, Curzon Cinemas

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Agenda

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20 June 2019 Thursday, 20 June 2019

09.00

Welcome address and Chair's opening remarks

Session 1

09.40-11.10: Engagement strategies for the connected customer

4th industrial evolution: an outlook on the customer of tomorrow

As technology becomes ever more intrinsically linked with the life of the modern customer, what they expect and how they interact with organisations is rapidly changing. Our expert will give insight into what tomorrow’s customer will expect from tomorrow’s organization.


Cristina Constandache, Rakuten Viber, TechNOVA Voice
Cristina Constandache

Chief Revenue Officer , Rakuten Viber

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, Bulb, MarketforceLive
Matthew Trott

Chief Technology Officer , Bulb

Jonathan Gartside, Bulb, Marketforce Live
Jonathan Gartside

Chief Innovation Officer , Bulb

Creating a tribe: the evolution of lifestyle marketing

In offering 100% renewable energy and 10% green gas, Bulb provides an alternative to the faceless energy supplier. Matthew and Jonathan will discuss how new technology has allowed for innovative, alternative propositions that appeal to a changing customer base.


Understanding and navigating the future of the platform economy

Through reducing customers’ effort cost and whilst still providing them with the maximum choice, the platform economy has the potential to revolutionise how customers spend their money. Our expert will discuss how platforms will evolve and how organisations can best prepare.


Megan Caywood photo
Megan Caywood

Managing Director, Head of Barclays Consumer Strategy , Barclays

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, Connected Customer
Aygul Zagidullina

Google Developer Expert for Assistant , Google

Session 2

11.40 -13.10: Customer Journeys | Brand | Personalisation

Preparing for a new paradigm in the business-customer relationship
Crafting a brand that resonates with today and tomorrow’s customer
Next-stage personalisation

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, First Direct, Connected Customer
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, 3, Connected Customer
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?


Programmatic Lead, EMEA
Dan Moross

Director, Customer Experience , MOO

POGLIANO, Elisa, Marketforce Live, Mattel
Elisa Pogliano

Director, Digital and Omnichannel – Europe , Mattel

Alison Jaap, First Direct, Connected Customer
Alison Jaap

Head of Change , First Direct

Graham Johnston, 3, Connected Customer
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, Cult Beauty, Connected Customer
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, Gaucho, Connected Customer
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, Bulb, Marketforce Live
Jonathan Gartside

Chief Innovation Officer , Bulb

Helen Baynes, Cult Beauty, Connected Customer
Helen Baynes

Director, Customer Experience , Cult Beauty

Libby Andrews, Pho, MarketforceLive
Libby Andrews

Director, Marketing , Pho

Jenna Bromage, Gaucho, Connected Customer
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, Match.com, MarketforceLive
Merel Goedknegt

Programmatic Lead, EMEA , Match Group

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.

 


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, Match.com, MarketforceLive
Merel Goedknegt

Programmatic Lead, EMEA , Match Group

Kate Gerova, MarketforceLive, Curzon Cinemas
Kate Gerova

Director, Digital Marketing – Exhibition , Curzon Cinemas

Oliver Davies UKTV
Oliver Davies

Head of Digital Products , UKTV

Session 3

14:15 - 15.40: New technologies | Customer engagement | Future analytics

Unlocking the potential of new technologies: readying for the revolution
New strategies in customer engagement
Exploring future analytics

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-BT-photo
Nicola Millard

Customer Experience Futurologist , BT

Technology Spotlights

In a rapidly changing technological landscape, new disruptive technologies are not only giving organisations the power to gain new insight from the customer and provide them new opportunities but also affecting customer habits. In this session, our four presenters will give a snapshot into how emerging technologies will disrupt the current market.

Spotlight | Connected Home
How the connected home will become the ultimate touchpoint

Spotlight | Augmented Reality
How AR will change customer-spending habits

Spotlight | AI
How AI will enable customer self-service

Spotlight | Voice
How voice will create a more emotive business-customer relationship


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, Comic Relief, MarketforceLive
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, Patch Founder, MarketforceLive
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, Santander, TechNOVA speaker
Angel Serrano

Head of AI , Santander

Advanced sentiment analysis: the next evolution for customer care

• Assessing the technological state of play: how far away is advanced sentiment analysis?
• What new data sources will make sentiment analysis more feasible?
• Cut to the feeling: reframing journeys around points of customer stress
• Emotive personalisation: the new frontier in customer experience?


Session 4

15.45- 17.10: Customer loyalty | | Personal data economy

Crafting a journey that inspires customer loyalty
Risks and opportunities in data: strategies for success

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?

 


Case study

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, Southeaster, Connected Customer
Diane Burke

Director, Commercial , Southeastern

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, Comic Relief, MarketforceLive
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 Legal & General, TechNOVA Speaker
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 Legal & General, TechNOVA Speaker
Peter Jackson

Director – Group Data Scientist , Legal & General

Angel Serrano, Santander, TechNOVA speaker
Angel Serrano

Head of AI , Santander

18.05

Chair’s closing remarks and drinks reception

“Very informative, thought-provoking event providing an opportunity to learn across industries”

British Airways

“This is without question the best customer experience event. Well worth taking two days out of the office to hear from experts across sectors. I have come away with lots of useful, practical ideas that I can build directly into our strategy”

Best Western

“A wonderful opportunity to gain insight into the future and how best to equip yourself as an organisation to embrace it for the benefit of your customers’ experiences. Great platform for making genuinely useful contacts”

British Gas

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

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ATTENDEES

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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

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Venue

The Crystal London

The Crystal, London

Royal Victoria Dock, One Siemens Brothers Way, London E16 1GB

Get Directions Venue Website

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