Customer Experience Management Live UK August Edition

Overview

COVID-19 has been a game-changer for companies worldwide, not because it demonstrated the importance of digitalisation but also because it revealed the crucial need for agility and resilience in disruptive times.

Customer experience will still be the key driver of future business models to provide the optimum consumer experience, but the rules and the landscape have accelerated. CX leaders must rethink their data strategy as they leverage the power of optimised processes and technology.

During this edition we will discuss:

-Strategies currently in place in leading organisations

-Where to start and what to aim for

-Outcomes and common mistakes

-Peer examples and solutions

Join us on on 19th August as we dive deep into a discussion that will benefit you with ready to implement actions to benefit every CX professional.

What to expect

• Attendees 200+
• Live Interactions 1:1
• Hours
• Sessions

What we will cover

• Taking a digital-first approach to customer engagement
• Respond and adapt to shifts in customer behaviour and expectations
• Lead digital transformation and drive innovation to evolve your brand strategy
• Deliver on your CX promise through an effective CX strategy

Agenda

• 0:00 pm Recipes for Winning in the Cookieless World(Plenary) Many marketing teams have had their results impacted by browser imposed cookie limitations. Where some companies looked for workarounds and hacks, others saw an opportunity. In this session, we will look at specific stories of companies from the second group who have successfully capitalized on the opportunities of the cookieless world by providing both an exceptional customer experience and respect for data privacy. We’ll cover answers for the following questions: Should we still care about “cookieless” with Google Chrome pushing back the death of third-party cookies? How should we think about building exceptional experiences that respect customer privacy? How do we attract new customers effectively with low quality pixel data? How can we gather more data about customers without invading their privacy? What skills do we need to build exceptional experiences in the cookieless world?
• 0:20 pm Keynote: Closing the Gap Between CX and Brand Promise(Plenary)
• 0:44 pm Keynote: 10 key pillars to enhance your CX strategy(Plenary)
• 1:02 pm Keynote: Creativity Within Communication(Plenary) Attend this session to gain insights into: Reflections across one global communications team Empathic leadership How to connecting with your people – and how that translates to customers Transformational journey insights
• 1:19 pm Panel: Will Your CX Strategy Drive Growth in a Post-COVID19 World?(Plenary)

Speakers

• Gareth Lewis · Content Creator, Factor Creatively driven, strategic thinker, with a passion for story-telling & story-doing. Working to helping business leaders connect through meaningful and engaging experiences.
• Loan Kiss · Portfolio Manager, Factor A strong conference/events and content management professional, with 11+ years experience in managing commercial conferences, content and event production teams. I have successfully launched and grown conference and content programs across a range of industries. I also have had 4 years experience as a journalist working across different media platforms including radio, newspapers and online magazines.
• Thomas Metzen · Group Vice President, MISTRAS EMEA Operations, Mistras Group Inc Thomas is an entrepreneurial, openminded and cosmopolitan CFO with more than twelve years on C-level, worked and lived over 10 years abroad in several countries, has a good financial and operational background based on his long experience in insurance and TIC sector
• Lynzi Ashworth · Head of Digital Marketing EMEA, AON Creating a global digital marketing program which supports the continual growth of £11bn professional services organisation. Leader of innovators and creators, helping our business connect with our clients through storytelling and immersive experiences. Fostering a culture of data lead decision making overlaid with marketing magic. Continually supporting colleagues by driving greater efficiency by focusing on system and process optimisation and investing in the development of teams.
• Martin Simo · Product Marketing Manager, Bloomreach Martin Simo is a product marketing manager with a deep understanding of marketing and marketing technologies. He's an expert in analytics, data privacy and personalization and has experience from various marketing roles including Head of Marketing for a multinational e-commerce brand. He's obsessed with asking the right questions that lead to achieving objectives.

Partners

• Bloomreach Exponea was acquired by Bloomreach, the leader in Commerce Experience, in 2020. Our Bloomreach Experience Platform (brX) competes in three core categories: Engagement (CDP and marketing automation), Content (headless content and experience management), and Discovery (e-commerce search, merchandising, recommendations, and SEO). We connect both customer data and product data to personalize all customer touch-points, leveraging our patented AI to recommend, predict and segment. This empowers the marketer to create individual experiences, increase revenue, strengthen customer loyalty, and improve efficiency. With a global footprint, Bloomreach powers over 25% of all e-commerce experiences across the US and UK, and supports 300+ global enterprises including Neiman Marcus, CapitalOne, Staples, NHS Digital, Bosch, Puma, and Marks & Spencer. Our global network of certified partners includes Accenture Interactive, WPP, and market-leading commerce platforms.

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