27 & 28 September 2022 | 30 Euston Square, London

Join the most experienced CX practitioners and thought leaders for two days of inspiring keynotes, hands-on workshops and networking opportunities. This all-in-one conference will help you ELEVATE experiences for customers and employees in 2022 and beyond.

Customer Expectations Are Changing Fast—Do You Have A Plan to Stay Ahead of Them?

Every successful company, no matter their industry, places a high value on providing customers and employees with better, more differentiated, and more personalised experiences.

In a world where digital and physical experiences converge, brands are tasked with creating cohesive, consistent experiences across channels and throughout the customer journey that link their online and offline strategies. Are you ready?

Join one of Europe’s largest event for CX professionals: XI Forum 2022. Spread over two days, you will learn how to achieve your goals and create measurable outcomes with your experience programme.

We’ll answer your most pressing questions to help you improve your customer and employee experience programmes, quickly and effectively.

Why Attend?

InMoment
200+ Guests
InMoment
12+ Hours of Practical Learning
InMoment
Interactive Demonstrations
InMoment
Award-Winning Speakers
InMoment
Hands-On Breakout Sessions
InMoment
COVID-Safe Conference

Which of These Best Describes Your CX Programme?

We will have the right content for you

01

Kicking Off
You’ll learn how to design a customer experience program from the ground up, with an emphasis on a strong foundation. This will ensure your program is pointing to ROI from the start.

02

Embedded, But Disconnected
Discover the “why” behind your customer data, which will help establish buy-in across the business. When people start seeing real customer improvements, momentum is inevitable.

03

Mature and Thriving
You’ll learn how to encourage a culture of action and prove the return on customer experience investment—whether that’s customer retention, customer acquisition, or reducing costs.

Who’s Joining Us?

Chief Customer Officers
Customer Experience Directors
Heads of Customer Experience
Customer Insights Managers
Customer Loyalty Program Managers
Customer Service
Voice of Customer Program Managers

What Are the Event Details?

Tuesday, 27th September & Wednesday, 28th September 2022
Searcy’s – 30 Euston Square London

Day 1 – Workshops: 12:00 pm – 5:00 pm
Day 2 – Conference: 9:00 am – 5:00 pm

You have the choice to either join us for both the workshop and conference days or just to pick the conference day.

On the 27th September you can choose two interactive and hands on workshops from a selection of eight, ranging from customer journey mapping, digital experience to measuring ROI and leveraging employees. These tickets are limited so book early.

BOOK YOUR TICKETS

Join us for a Colourful Evening Reception

On the first evening of the XI Forum – on the 27th September 2022 – we invite you to join us for our networking event for your chance to meet other delegates and speakers! And savour the amazing food and drinks at the Kibele Restaurant in London

Agenda:

27th September 2022

12:00pm

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Registration

12:30pm

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Workshop I

Actions Speak Louder Than Words: Get There First

Derek Eccleston, XI Consultant, InMoment

The ROI of a CX programme is determined by the actions that are taken and the outcomes that ensue. In this workshop, Derek will share best practices about how to operationalise and embed experience improvement through swift and decisive actions that deliver value, meaning that everyone in your organisation is able to see improvement and will be inspired to take action to drive positive change. He will also explore how to ‘get there first’ by anticipating and solving client problems early.

12:30pm

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Workshop II

A Master Class in building, deploying, and driving value from your ‘Single View of Customer’.

Stanford Swinton, CEO and Founder, NPSx by Bain and Company

Many companies are trying to build a ‘single view of customer’ but not many agree on what that means, and creating a customer database is only half the battle. This workshop will explore the critical components of a successful SVoC program from defining the SVoC taxonomy to powering use cases and predictive analytics.

12:30pm

Workshop III

Implementing Your Next-Gen CX Programme

Learn how to unlock what people are saying to truly understand their frustrations and moments of joy

2:30pm

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Coffee Break

3:00pm

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Workshop IV

Back To The Future: Learning From The Past To Change The Future

This workshop is an opportunity to discuss how experiences have developed over the last decade, including the trends, forces and concepts that have shaped our direction of travel, whilst looking ahead to consider what’s coming next. Simon will cover how to step back and consider the big macro forces that inform experience improvement and design. The workshop will also cover the key principles in Design, Listen, Understand, Transform, and Realise, sharing learnings on the key stories from the last 10 years. Interact with experts, including your CX peers, on where experiences are heading, and how best to stay ahead.

3:00pm

Workshop V

Customer Journey Management Pitfalls and Principles:

How to avoid common pitfalls and leverage best practices in setting up customer journey management

3:00pm

Workshop VI

Creating Accessible Experiences

Learn how to create proactive and reactive feedback loops in your business to build loyalty and increase and retain numbers of future customers with accessibility needs

7:00pm

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Colourful Networking Reception

September 28th

8:30am

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Registrations and Breakfast

9:00am

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Welcome Address

Stephan Thun, Managing Director, EMEA at InMoment

9:20am

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The FUTURE of Customer Experience: How You Should Think About It and What You Should Know

Kristi Knight, CMO at InMoment

Customer experience (CX) has made big promises to brands; Essentially, if you listen to customers and act on that feedback, you’ll see results like loyalty, retention and other positive business outcomes. This session was designed to shake up that perspective—CX leaders need a new paradigm of the total customer experience, not to mention connecting their programs to key business initiatives. And we're here to help! InMoment’s Global CMO, Kristi Knight, will show delegates how to move beyond collecting operational and customer feedback, toward building differentiation from competitors, and ultimately designing and innovating new revenue streams and customer segments for the future.

9:50am

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Market Expertise

Enriching the Lives of Your Customers vs the "Profit Imperative"

Stanford Swinton, CEO and Founder, NPSx by Bain and Company

Despite the commitment by many companies to some form of ‘customer obsession’, the ‘Profit Imperative’ continues to dominate most decision making. But CX doesn’t have to live in the shadows of next quarters results. The best companies are creating shareholder value, delighting customers, and energising employees through a strategy of enriching customer lives. During this session, Stan will share his thought-provoking ideas on why living quarter to quarter by the profit imperative is fraught with danger, and how to create a sustainable strategy in today’s experience economy. Join this session to find our how to set the correct key metrics and financial indicators for your organisation, such as, Total Active Customers, Customer Lifetime Value, Customer Referral Value, and Earned Growth.

10:20am

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Design & Listen

Developing a CX Mindset at Brakes

Jane Walker, Director Customer Experience, Brakes

How do you convince not only your management team but also your frontline employees of the benefits of your Customer Experience strategies and drive the engagement required to build internal advocates? Meet Jane Walker, Director of Customer Experience at Brakes, and discover what physical and digital initiatives have been created as part of Brakes’ experience improvement journey to change mindsets and perceptions of CX and to ensure it becomes part of the cultural DNA. Jane will take you on a journey of change, internal engagement, process improvement and governance, internal buy-in and, closed loop feedback training.

10:50am

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Coffee Break

11:20am

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Design & Listen

Creating a customer-focused B2B company with outstanding success

Indrajit Rana, Head of Sales Excellence + Customer Intelligence , TRUMPF GmbH + Co. KG

TRUMPF is the market and technology leader in machine tools and lasers for industrial manufacturing. Its software solutions pave the way for smart factory and Industry 4.0 solutions and high-tech processes in industrial electronics. Satisfied and loyal customers and employees are of the utmost importance to TRUMPF. For this reason, a programme was developed to further expand the company's customer orientation. The focus is less on collecting data and more on analysing and implementing customer feedback. TRUMPF developed a new approach with NPS+, which was introduced to complement the already implemented transactional measurements and an extensive strategic survey.

11:50am

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Design & Understand

Enabling a Global CX community

Charlie West, Voice of Customer Program Manager, Dyson

During this jam-packed session, Charlie will share great initiatives that will enable you to evolve your CX culture based on hear learnings on employee, and digital experiences. From her learnings at Dyson, Charlie will delve into key topics such as how to drive global team engagement and acknowledge cultural differences, as well as discussing ways to develop new listening channels that reflect the evolution of digital experiences and advice on how to set the right KPI’s that are relevant to your channels. You don’t want to miss out!

12:20pmm

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Understand & Transform

Turning CX strategy into award-Winning Action With Multi-Award Winner and Former CX Leader at Solus ARC

DeAnna Avis, Founder, Starfish CX (previously Solus ARC – Aviva)

Join DeAnna for this exciting session where she will be sharing her multi-award winning knowledge on how to design and implement an award winning end-to-end CX transformation and turn customer insight into a strategy and actionable customer change. Learn how to turn CX into a competency for everyone in your organisation and a movement that will light up your employees and transform your business. DeAnna will also guide you through how to centralise your brand in your CX efforts, and share the importance of why brand is the marrow that runs through your CX.

12:50pm

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Lunch + Meet The Partners

2:15pm

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Understand

True Customer Feedback and Driving Improvements Down to Individuals

Sara Naaktgeboren Lind, Associate Director, Customer Experience & Customer Success EMEA, BD Medical

2:45pm

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Transform & Realise

A Data Driven Approach to Customer Experience

Phil Clarke, Retail Analytics and Reporting Manager, Primark

Phil will discuss how Primark is using analytics and data driven decisions to make the best of use of the large volume of customer experience survey feedback. Join this session to hear how the team at Primark are shaping the strategic focus areas for the Primark, in-store experience. During this session, Phil will share how Primark is successfully using customer demographic data in their stores and central teams, as well as sharing how they are able to respond to their customers at scale to improve experiences and help stores improve their visit performance for tens of millions of customers.

3:15pm

Transform & Realise

AI in CX: Turning Blind Spots in Customer Data Into Transformative Business Insights

3:45pm

Transform & Realise

Getting Close to Customers at a Time When They’ve Never Been Further Away

4:15pm

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Closing Address

Stephan Thun, President & Managing Director EMEA, InMoment

4:30pm

Networking Drinks

Change Region

North America
United States/Canada (English)
Europe
DACH (Deutsch) United Kingdom (English) France (français) Italy (Italian)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)