As a newly appointed CX lead in a global company, your mission is to revitalise and expand the existing Voice of Customer Programme. While the Executive team supports your endeavors, you face the challenge of having just yourself and an analyst on the CX team. How can you effectively engage the entire organisation and ensure the success of your CX programme despite resource constraints? Join us for an insightful discussion where we explore strategies to gain traction across the business and maximise the potential of your CX programme with limited resources through a federated approach. Discover new approaches, practical tips, and proven techniques that will enable you to make a lasting impact on customer experience, even with a small team and a modest budget.

Step into the shoes of a customer in our interactive workshop as we explore a familiar customer journey. Through this immersive experience, you will gain valuable insights into a customer journey mapping methodology that will transform your staff's perspective and help them better understand the customer's point of view. Join us to unlock new ways of enhancing customer experiences by seeing your organisation through the lens of those you serve.

Discover how you can set up your CX programme as an engine for innovation, that helps activate the potential for improvements throughout your business network. Together we will look beyond the usual CX responsibilities. By the end of the session, you will be able to leverage a shared set of technologies, concepts and tool kits to understand and incorporate the opaque CX fringes that your customers have long known about and actively reshape your customer experience programme to welcome change.

Join us for an engaging workshop hosted by Simon Hedaux and Simon Fraser, designed to help you enhance both productivity and customer experience improvement. During this interactive session, we will delve into key topics such as identifying non-value-added activities and optimising time spent with customers in critical areas. Discover practical strategies and actionable insights that will enable you to drive efficiency while simultaneously delivering an exceptional customer experience.

This workshop offers you all you need to know about customer data management. Learn why customer data management is important and how you can apply the three lenses of customer data management – journey, lifecycle and value management – to offer better experiences, reduce churn and ultimately accelerate your company’s growth. Moreover, we will show you how to create a compelling business case for your Customer Experience (CX) initiative. By the end of this workshop, you will know how to determine the necessary data for informed decision-making, prioritise your CX initiatives, and effectively persuade your C-Suite to invest in CX improvements.

For the first time, Generative AI enables brands to use company and customer insights in a targeted manner and offer valuable and personalized solutions in seconds. Together, we will build an individual AI assistant showing you the capabilities and limits of the technology. Join our AI sprint to get deep insights into the current developments in Generative AI as well as hands-on examples that inspire and demonstrate best practices in application.

Online reviews are crucial for shaping customer perceptions and local SEO. Yet, many overlook their strategic potential. By integrating reviews into existing processes and multi-signal analysis, you gain valuable data from which to build and execute actions. This holistic view helps improve customer experiences and retention. Advanced strategies can include expanding to include competitor insights, local listing management, and enhance local search performance on platforms like Google Maps. This boosts online visibility, attracting more customers. In summary, a focused review strategy not only retains customers but also attracts new ones and enhances your business reputation. Join Erik Skurka as we walk real life examples, in a multi-phased approach, on how reputation management and review data can be captured, leveraged and integrated into your CX strategy.

Customer Experience is the JOB of everyone! CX is only successful if it is integrated into every employee's role. This interactive workshop will explore innovative best practices in linking CX and EX to create a lasting impact and make customer-centricity the core focus of the organisation. We will delve into a compelling scenario where a company is facing challenges due to losing focus on its customers. Collaboratively, we will employ both imaginative and pragmatic approaches to devise a Customer Festival that will reinvigorate, inspire, and galvanise the company towards a profitable future centered around its customers. By amalgamating the most effective practices and innovative ideas from all participants, we will infuse creativity to create a comprehensive template for the Customer Festival. The goal is to revolutionise the company's approach to customer-centricity and garner widespread recognition for the efforts of all involved. By engaging in various workshop tasks, participants will gain insights into how to effectively engage employees and place customers at the heart of everything they do. This approach ultimately aims to deliver tangible business results, as a customer-centric culture tends to lead to increased customer loyalty, satisfaction, and overall success.

During his keynote, Stanford Swinton, NPSx Founder and former Bain partner, will share his perspective on the essential backgrounds CX leaders must master to secure brand loyalty in what he refers to as the third wave of CX. With the accelerated digitisation, brands will need to adapt their products, services, and channels. The battlegrounds include next gen service and mastering three lenses of customer data management: customer journey, lifecycle, and value management to be able to predict and personalise individual customer experiences.

Alex is passionate about putting the customer at the heart of product & service design and brand strategy. Lauren is known for her passion in building and sustaining a culture within Metro Bank that creates FANS and not customers. As CX leaders, they are committed to delivering great experiences every step of the way – whether it's in person, over the phone, online, or via an app. In this session, Alex and Lauren will provide an overview of Metro Bank's mission to change the way Britain banks. Metro Bank's small but mighty CX team is reinventing the way their employees and call centre agents are gaining a deeper level of understanding of their customers, enabling them to provide a consistently excellent customer experience for all.

As Group Head of Customer Experience and Insight at Vue International, Ruth carries out research with customers and ensures their perspective is central when making changes with colleagues across Europe, to deliver amazing – and profitable – big screen experiences. During this session, Ruth will share how Vue is focusing on customer experience and ensuring retention with their cinemas through their 7 key measures, which are key drivers of repeat visits. Join Ruth to find out how the team at Vue are encouraging colleagues to think about the full customer journey, before, during and after their film, and to take pride in the role they play.

Join InMoment's Solutions Consultant, Tom Boylan, as he explores the dynamic evolution of customer experience (CX) and the pivotal role played by cutting-edge technologies. In this engaging session, we will delve into the intersection of emerging technologies and their profound implications for CX. Discover how companies like yours can leverage tools such as ChatGPT, predictive simulations, AI-based intent models, and more to infuse a human touch into customer experiences.

Ezgi is a certified Service Designer and the leading the global customer experience team at MediaMarkt Saturn Retail Group in Germany. Armed with 9 years of devoted expertise in market research and customer experience, she upholds her role as a CX trailblazer, focused on amplifying the customer voice and translating insights into actionable strategies. In her upcoming mainstage presentation, Ezgi will unveil how MediaMarkt Saturn seamlessly transforms customer feedback into impactful actions. This success is achieved by harnessing the dynamic principles of service design, underscoring MediaMarkt Saturn's commitment to customer-centric excellence.

Terry is a Certified Customer Experience Professional (CCXP) at Wealth Management company Quilter, who has over twenty years experience in the financial services industry. Dominic is a Customer Experience Analyst at Wealth Management company Quilter, focussed on developing their Adviser and Client Services insight framework. As part of this mainstage session, Terry and Dominic will discuss Quilter's use of customer data and how they are leveraging feedback to shape future strategic priorities and drive product and service improvements. During the session, the pair will also discuss how Quilter aligns their CX programme enhancements with the requirements of the Financial Conduct Authority’s Consumer Duty rules and guidance. This alignment has allowed the company to gain a deeper understanding of its customers' needs and emotions, leading to increased customer advocacy and loyalty.

Edward started out in marketing at P&G after consulting at Accenture. He caught the innovation bug developing Philips Design Thinking innovation program. Edward is passionate about change, growth and what really makes consumers and shoppers tick. Edward brings a special balance of applied creativity with business rigor to unlock growth and change for clients.

Alejandro has established a high reputation in the Retail industry. Working at Foot Locker for nearly 12 years, he has successfully managed and led teams in various retail environments, consistently exceeding Sales targets and fostering positive customer experiences now from a Global perspective. Hear directly from Alejandro as he delves into the inner workings of Foot Locker, a retail giant that has consistently redefined the industry across the globe. Discover the art of personalised customer experiences, the science of creating loyal customers, and the magic of turning a multitude of customer data into actionable steps that drive both growth and customer satisfaction. This session offers you the opportunity to step into the very shoes that have carried Foot Locker to the top of its game.

Are your customer journeys yielding the desired results? In this session, guest speaker, Maxie Schmidt, VP Principal Analyst at Forrester, will explore how adopting a journey measurement approach can provide a more robust foundation for your measurement programme. By shifting away from reliance on surveys and embracing a system of end-of-journey metrics and in-journey signals, you can effectively measure and predict journey performance. This approach allows you to better prioritise CX improvement initiatives and assess their effectiveness with greater accuracy.