Join the digital customer revolution

20 June 2019

The Crystal, London

ATTENDEES

BRANDS

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 alongside the change-makers who’ve disrupted their industries, and the organisations who’ve forged new paths in struggling sectors. With 400+ attendees from 230+ of the world’s biggest, most innovative brands – get your ticket and join the customer revolution.   

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

Danelle Williams, Hilton, Connected Customer

Danelle Williams

Senior Director, Global Loyalty Platforms, Hilton

Nigel Harding, Connected Customer

Nigel Harding

Vice President, Artist Marketing, Deezer

Libby Andrews, Pho, MarketforceLive

Libby Andrews

Director, Marketing, Pho

Aygul Zagidullina, Google, TechNOVA: Connected Customer

Aygul Zagidullina

Google Developer Expert for Assistant, Google Developers

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

David Rosen, TIBCO, Connected Customer

David Rosen

Digital Innovation Leader, TIBCO

Nicola-Millard-BT-photo

Nicola Millard

Customer Experience Futurologist, BT

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Agenda

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20 June 2019 Thursday, 20 June 2019

09.30

Welcome address and Chair's opening remarks

Session 1

Engagement strategies for the connected customer | 09.40-11.10

Opening keynote address

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.


Keynote address

The sustainable evolution: using technology to spearhead the next-generation of services

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


speaker-placeholder
Geraldine de Boisse

Chief Product Officer , Bulb

Keynote address

Future customer: keeping loyalty programs relevant


Danelle Williams, Hilton, Connected Customer
Danelle Williams

Senior Director, Global Loyalty Platforms , Hilton

Keynote address

Personalisation to drive a better product and customer experience


Riya Grover, Feedr, TechNOVA Connected Customer
Riya Grover

Chief Executive Officer , Feedr

Keynote address

Senior representative, LivePerson


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, TechNOVA: Connected Customer
Aygul Zagidullina

Google Developer Expert for Assistant , Google Developers

Session 2

Customer Journeys | Brand | Personalisation | 11.40 -13.10

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

Gayathri Sudhakaran, Connected Customer
Gayathri Sudhakaran

Director, Digital Product Innovation , LV=

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

Martin Williams, Gaucho, Connected Customer
Martin Williams

Chief Executive Officer , 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?


Edouard Daunizeau, Lumen, TechNOVA: Connected Customer
Edouard Daunizeau

Head of Growth , Lumen

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.


Nigel Harding, Connected Customer
Nigel Harding

Vice President, Artist Marketing , Deezer

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

 


Kate Gerova, MarketforceLive, Curzon Cinemas
Kate Gerova

Director, Digital Marketing – Exhibition , Curzon Cinemas

Chris Parker, Connected Customer
Chris Parker

Associate Director, Data Insights , comparethemarket.com

Oliver Broom, Connected Customer
Oliver Broom

Director, Programme, Artificial Intelligence, Data and Analytics , Virgin Media

Edouard Daunizeau, Lumen, TechNOVA: Connected Customer
Edouard Daunizeau

Head of Growth , Lumen

Session 3

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

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

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

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


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

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?


Janathana Kaenprakhamroy
Janthana Kaenprakhamroy

Chief Executive Officer , Tapoly

Taking your data usage to the next level

• Defining a progressive view of intelligent customer experience
• Laying the framework for building the required capabilities
• Understanding the organisational and technical dependencies
• Looking to industry best practices for inspiration and emulation


David Rosen, TIBCO, Connected Customer
David Rosen

Digital Innovation Leader , TIBCO

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

Session 4

Customer loyalty | Personal data economy | New Disruptors

Crafting a journey that inspires customer loyalty
Risks and opportunities in data: strategies for success
Looking to the next generation

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, Connected Customer
Christine Mayston

Group Partner Director , Nectar Loyalty

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, Southeastern, TechNOVA: 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

Benji Weber, Connected Customer
Benji Weber

Vice President, Engineering , Pockit

David Atkinson, Citizen, TechNOVA: Connected Customer
David Atkinson

Head of Product , Citizen

Jualian Ranger, TechNOVA: Connected Customer
Julian Ranger

Chairman and Founder , digi.me

In this session, some of the most innovative and disruptive start-ups from across the globe will be taking the stage.


Pitch | Pigzbe

Filippo Yacob, TechNOVA, Connected Customer
Filippo Yacob

Chief Executive Officer , Pigzbe

Pitch | Localz

Senior representative, Localz


Pitch | Howazit

Roy Weiner, TechNOVA: Connected Customer
Roy Weiner

Vice President, Global Sales , Howazit

Pitch | MedicSpot

Adam Thornhill, TechNOVA: Connected Customer
Adam Thornhill

Head of Marketing , MedicSpot

Pitch | Figaroo

Marco Scotti, TechNOVA: Connected Customer
Marco Scotti

Founder , Figaroo

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

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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

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Tickets

Tickets include:

1 day conference pass, lunch & refreshments and a drinks reception

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Venue

The Crystal London

The Crystal, London

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

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