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 270+ 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 Hotels

Geraldine de Boisse, TechNOVA: Connected Customer, Bulb

Geraldine de Boisse

Chief Product Officer, Bulb

Anton Gourman, TechNOVA: Connected Customer, Deezer

Anton Gourman

Global Director of Communication, Deezer

Ben Askins, Verb Brands, TechNOVA: Connected Customer

Ben Askins

Director of Verb Brands, Verb

Lyz Swanton, TechNOVA: Connected Customer, Feedr

Lyz Swanton

Co-Founder, COO, Feedr

Gayathri Sudhakaran, TechNOVA: Connected Customer, LV=

Gayathri Sudhakaran

Director, Digital Product Innovation, LV=

Helen Baynes, Cult Beauty, TechNOVA: Connected Customer

Helen Baynes

Director, Customer Experience, Cult Beauty

Aygul Zagidullina, Google, TechNOVA: Connected Customer

Dr. Aygul Zagidullina

Google Developer Expert for Assistant, GDG London

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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
Keynote address

Enabling climate change heroes: using technology to cut carbon and lower bills


Geraldine de Boisse, TechNOVA: Connected Customer, Bulb
Geraldine de Boisse

Chief Product Officer , Bulb

09.55
Keynote address

Future customer: keeping loyalty programs relevant


Danelle Williams, Hilton, Connected Customer
Danelle Williams

Senior Director, Global Loyalty Platforms , Hilton Hotels

10.10
Keynote address

Personalisation to drive a better product and customer experience


Lyz Swanton, TechNOVA: Connected Customer, Feedr
Lyz Swanton

Co-Founder, COO , Feedr

10.25

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, LivePerson
Reuben White

VP Enterprise North EMEA , LivePerson

10.40
Keynote address

Voice Assistants: Thriving in a New Age of Brand Engagement


Aygul Zagidullina, Google, TechNOVA: Connected Customer
Dr. Aygul Zagidullina

Google Developer Expert for Assistant , GDG London

10.55

Questions


11.10

Refreshments


Session 2

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
11.45

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

12.05

Questions


12.10

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, 3, Connected Customer
Graham Johnston

Head of Omnichannel and Digital First , 3

12.30

Questions

 


12.35
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, 3, Connected Customer
Graham Johnston

Head of Omnichannel and Digital First , 3

Gayathri Sudhakaran, TechNOVA: Connected Customer, LV=
Gayathri Sudhakaran

Director, Digital Product Innovation , LV=

POGLIANO, Elisa, Marketforce Live, Mattel
Elisa Pogliano

Director, Digital and Omnichannel – Europe , Mattel

13.20

Lunch


11.45
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, TechNOVA: Connected Customer
Helen Baynes

Director, Customer Experience , Cult Beauty

12.05

Questions


12.10

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, Verb Brands, TechNOVA: Connected Customer
Ben Askins

Director of Verb Brands , Verb

12.30

Questions


12.35
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, Cult Beauty, TechNOVA: Connected Customer
Helen Baynes

Director, Customer Experience , Cult Beauty

Libby Andrews, Pho, MarketforceLive
Libby Andrews

Director, Marketing , Pho

Ben Askins, Verb Brands, TechNOVA: Connected Customer
Ben Askins

Director of Verb Brands , Verb

13.20

Lunch


11.45

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, TechNOVA: Connected Customer, Switchd
Morgan Young

Head of Growth , Switchd

12.05
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, TechNOVA: Connected Customer, Deezer
Anton Gourman

Global Director of Communication , Deezer

12.25

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, Engage Hub, TechNOVA: Connected Customer
Richard Hill

VP Sales, Europe , Engage Hub

12.40
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, Lumen, TechNOVA: Connected Customer
Edouard Daunizeau

Head of Growth , Lumen

Lee Shelton, Curzon Cinemas, TechNOVA: Connected Customer
Lee Shelton

Group Head of Digital Marketing , Curzon Cinemas

Tom Hanks, Drover, TechNOVA: Connected Customer
Tom Hanks

Head of Growth and Operations , Drover

13.20

Lunch


Session 3

New technologies | Future analytics

Unlocking the potential of new technologies: readying for the revolution
Exploring future analytics
14.35

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

Head of Customer Futures and Insights , BT

14.55

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, Genesys, TechNOVA: Connected Customer
Brendan Dykes

Senior Director, Solution and Product Marketing , Genesys

15.15

Questions


15.20

Refreshments


14.35

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

14.55

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

Chalyovska , Yana, TIBCO, TechNOVA: Connected Customer
Yana Chalyovska

UKI Marketing , TIBCO

Chris Lowe, Tibco, TechNOVA: Connected Customer
Chris Lowe

Senior Solutions Consultant , TIBCO

15.15

Questions


15.20

Refreshments


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
15.55

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

16.15
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, Southeastern, TechNOVA: Connected Customer
Diane Burke

Director, Commercial , Southeastern

16.35

Questions


15.55

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 – Data Sciences , Legal & General

16.15
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 – Data Sciences , Legal & General

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

15.55

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

 


Emma Lampert, Localz, TechNOVA: Connected Customer
Emma Lampert

Head of Customer Success , Localz

Pitch | Howazit

Shimi Azaria, TechNOVA: Connected Customer
Shimi Azaria

CEO , Howazit

Pitch | Figaroo

Marco Scotti, TechNOVA: Connected Customer
Marco Scotti

Founder , Figaroo

Pitch | RUUBY

Venetia Archer - RUUBY, TechNOVA: Connected Customer
Venetia Archer

Founder and Chief Executive Officer , Ruuby

17.00

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.

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

Group Discount

15% off

When you buy 3 or more tickets

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£495.00 + VAT

 

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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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