13th June 2019

CX Marketing Summit 2019

Victoria Park Plaza, London
Register Sponsor

CX Marketing Summit 2019

After a hugely successful 2018 event, we are delighted to announce that the 2nd Annual CX Marketing Summit will be held on 13th June 2019. 

Our case study and high level networking driven CX Marketing Summit will examine in detail the key issues, challenges and opportunities facing the marketing community against a background of rapid advances in technologies – from Advanced Analytics and Biometrics through to Virtual and Augmented Reality, Robotics and Artificial Intelligence. These constantly evolving technologies are allowing organisations to take an increasingly holistic view of their customers across the enterprise while at the same time facilitating the delivery personalised offerings and co-creation opportunities to further enhance the CX.

Research shows that the marketing function is playing an increasingly important role in CX as advances in technology enable greater customer understanding and insight, allowing organisations to increasingly personalise and tailor their offering to ever more demanding and proactive customers.

The CX Marketing Summit will feature the latest networking and engagement technologies designed to allow delegates to back to their organisations armed with all the tools, strategies and techniques they need to deliver successful CX strategies over the long term for sustainable competitive advantage.

WANT TO KNOW MORE ABOUT ATTENDING? GET IN TOUCH WITH ONE OF OUR SALES TEAM TODAY

01932 506 300
TICKETS@EBM.MEDIA

Click below to view the 2018 CX Marketing Summit Event Guide and Survey Report

                                                

Check out the 2018 highlights

THE 2018 CX MARKETING SUMMIT IN PICTURES

CLICK HERE TO VIEW THE SUMMIT PHOTO GALLERY

 

2019 SEMINAR STREAMS

CX Analytics for Marketing
The Multichannel Customer Journey Part One
Strategy & Innovation
Customer and Employee Experience Across the Enterprise
The Multichannel Customer Journey Part Two
Digital Transformation
Artificial Intelligence, IOT and Robotics
Voice of the Customer
Customer Loyalty and Personalisation
Customer Data & Intelligence including GDPR

QUICK FACTS

Interested in Sponsoring the CX Summit? Download the sponsorship pack

2018 Speakers

Julian Poulter

Gartner

Jonathan Armstrong

Cordery

Gagandeep Gadri

Capgemini Consulting

Malcolm McDonald

Cranfield University School of Management

Rumyana Miteva

Secret Escapes

Chris Hall

Network Research

Gerry Brown

IDC

Chris Insall

Virgin Holidays

Nick Worth

Selligent Marketing Cloud

Anna Wilcox

Bupa

Machaela Shepherd

Bupa

Rachel Carrell

KoruKids

Jamie Thorpe

Kantar TNS

Dylan Bourguignon

So-Sure

Steve Kato-Spyrou

John Lewis

Sue Stoneman

NKD

Manuela Pifani

Kingfisher

Denise Law

The Economist

Rob Janes

Thunderhead

Nyasha Pitt

AnchorCert Group

Michel Koch

Time inc UK

Rachel Lane

Medallia

Adam Jeacock

Smith & Ouzman

Wally Brill

Adecco at Google

Andy Peart

Artificial Solutions

Cameron Worth

SharpEnd: The Agency of Things

Claire Sporton

Confirmit

Gustavo Imhof

Hermes

Jeremy Nicholson

Allen Brothers

Giuseppe Caltabiano

Scorch Agency

Darrell Murphy

St Giles Hotel Group

Guy Johnson

Marks & Spencer

Amy Vetter

Samsung

Frank Burnett-Alleyne

Artificial Solutions

Ranjan Hasan

Artificial Solutions
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Julian Poulter

Research Director

A sales and marketing professional with 30+ years of experience in IT sales & marketing, management and consulting. Extensive knowledge and experience of enterprise software sales in many sectors including business intelligence, data warehousing, CRM, content marketing and marketing automation. Involved in helping many start-ups and lean businesses get going in the UK.

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Jonathan Armstrong

Partner

Jonathan is a Partner with London based law firm Cordery. An acknowledged expert on data protection, his practice includes advising multinational companies and their lawyers on matters involving data, marketing, risk, compliance and technology across Europe. He has handled legal matters in more than 60 countries.

In addition to being a lawyer, Jonathan is a Fellow of The Chartered Institute of Marketing. He has spoken at conferences on these issues in the USA, Brazil, China, Vietnam, Singapore and across Europe.

Jonathan has counselled a range of clients on breach prevention, mitigation and response. The Cordery team have been at the forefront of advising on the introduction of the new General Data Protection Regulation (GDPR) and the issues with data transfer after the Schrems case, the collapse of Safe Harbor and the issues with Privacy Shield. They have designed Cordery’s GDPR Navigator tool to assist GDPR compliance and assessment – GDPR Navigator is used by leading multinationals to assess their customer engagement strategy post-GDPR.

Jonathan was recently ranked as the 14th most influential figure in data security worldwide by Onalytica in their 2016 Data Security Top 100 Influencers and Brands Survey. Jonathan qualified as a lawyer in the UK in 1991 and has focused on technology, risk and governance matters for more than 20 years.

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Gagandeep Gadri

Vice President

Gagandeep is Vice president and head of Capgemini Consulting’s UK Customer Experience and Analytics practice. He has over 20 years of multichannel consulting experience from around the world.  He works with organisations to improve their customer experience through implementing analytics, improved customer service, compelling loyalty and marketing solutions driving higher sales and better service to customers.

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Malcolm McDonald

Professor of Marketing

Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He is a graduate in English Language and Literature from Oxford University, in Business Studies from Bradford University Management Centre, and has a PhD from Cranfield University. He also has a Doctorate from Bradford University and from the Plekhanov University of Economics in Moscow. He has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry. Until the end of 2012, he spent seven years as Chairman of Brand Finance plc.

He spends much of his time working with the operating boards of the world’s biggest multinational companies, such as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN and Australasia.

He has written forty four books, including the best seller “Marketing Plans; how to prepare them; how to use them”, which has sold over half a million copies worldwide. Hundreds of his papers have been published.

Apart from market segmentation, his current interests centre around the measurement of the financial impact of marketing expenditure and global best practice key account management. He is an Emeritus Professor at Cranfield and a Visiting Professor at Henley, Warwick, Aston and Bradford Business Schools.

In 2006 he was listed in the UK’s Top Ten Business Consultants by the Times.

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Rumyana Miteva

Head of Search

As Head of Search at Secret Escapes, Rumyana has a deep understanding of the current Paid and Organic search ecosystem. With over 8 years of experience in the Digital Marketing she has worked for various brands and managed a portfolio of over a billion keywords. She decided to pursue a career in Performance Marketing because it is constantly evolving, which makes it equally appealing and challenging. Rumyana is a regular conference speaker – SMX, IAB Search, Hero Conf London and a judge at the UK Biddable Awards.

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Chris Hall

Commercial Director

Chris has over 20 years research experience in senior roles within agencies and clients. He’s worked across various sectors, ranging from media and advertising, to retail and hospitality to financial services and healthcare.

At Network Research, Chris heads up a team of professionals who work with client partners to improve customer loyalty and profitability by measuring and improving the customer experience. With the ever increasing focus on listening to customers and acting on feedback, Chris and his team work with brands such as TSB, Molson Coors and Allianz to deliver insights that make a real difference to business performance.

Chris will be revealing newly published research on the appeal of Disrupter brands and the threat or opportunities this presents to more established brands. Chris is a “Nonchalant Disrupter”. Attend his session to find out how disruptive he is!

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Gerry Brown

Research Director

Gerry has 10 years’ experience as a senior analyst and consultant in customer-oriented enterprise applications and services. His research coverage for IDC includes enterprise collaboration, digital transformation, customer experience, customer communications and cross-channel engagement.

Previously Gerry was a senior analyst for Ovum, where he specialised in digital marketing technologies, and at Bloor Research where he focused on analytics, performance management and CRM. For seven years Gerry was a lecturer for the UK’s Chartered Institute of Marketing (CIM) on its Masters-level course in strategic marketing management.

Earlier in his career Gerry was Marketing Director at Hyperion and MicroStrategy and founded three research and consulting agencies advising hi-tech companies. Gerry is a CIM Fellow, has a Diploma in Marketing post-graduate qualification, and a BA Hons Business Studies degree from Sheffield Hallam University. Follow him on Twitter: @gerrybrown

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Chris Insall

Customer Communications Manager

Chris is the Customer Communications Manager at Virgin Holidays with a strong background in customer experience gained across the publishing and package holiday industries. With over 10 years’ experience in Email Marketing, Analytics, and Customer Relationship Management. Chris is passionate about enhancing the customer experience and has most recently led the overhaul of the Virgin Holidays Pre Departure customer journey.

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Nick Worth

CMO

Nick Worth has more than two decades of experience as a marketing and strategy leader in the US and Europe. Nick joined the Selligent Executive Advisory Board in 2013, and became company’s first Chief Marketing Officer a year later. In this position, he architects global go-to-market activities. Nick began his career in market research and then moved to a global management consultancy, where he specialized in B2B marketing. Forsaking massive PowerPoint decks for entrepreneurship, Nick’s next role was as a founder and President of Schematic, an interactive agency that grew from three people in a Santa Monica coffee shop to $100mm leader in digital marketing and multi-platform services design during his tenure. Schematic was acquired by WPP in 2007, and was the largest agency merged into POSSIBLE, WPP’s flagship digital agency.

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Anna Wilcox

Head of Customer Experience

Anna is an established marketing professional with over 15 years’ experience in a wide range of sectors from the motor trade, pharmacy, and most recently within health care.

Anna has worked for Bupa since 2009, initially managing the marketing activity across the 300 Bupa care homes. Then in 2013 she turned her attention to the Bupa UK Health Insurance business and over time this responsibility widened to include their Health Clinics and Dental Centres.

Despite her passion for marketing, she found she really wanted to make a difference for the customer.

So when the opportunity for a new challenge arose she grabbed it with both hands. She now heads up the newly formed customer experience team within Bupa.  This role really lends itself to her first love – which is to lead and inspire people and teams to achieve their potential and deliver outstanding results for an organisation.

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Machaela Shepherd

Customer Experience Senior Manager

Machaela is an established business to business sales leader with over 16 experience years at Bupa.

At Bupa Machaela initially worked within the SME sales channel, but in 2010 she turned her attention to Corporate sales where she successful led a department with a portfolio of 980 clients and a net worth of 95 million.

In 2017 Machaela’s passion for the customer led her to take on a new challenge and move into the newly formed customer experience team at Bupa.

Machaela now uses her expertise with B2B clients and intermediaries to improve the Bupa experience for these key customers

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Rachel Carrell

CEO

I am the CEO of KoruKids, building the world’s best childcare service. Previously I was CEO of DrThom, a healthcare company which I grew to 1.3 million paying users in 3 countries.

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Jamie Thorpe

Commercial Director - Customer Experience

Jamie is a CX, Research and Engagement professional with over 22 years industry experience and expertise. Having worked directly with clients for the duration of his career he prides himself on developing solutions with them to meet their needs and drive actionable intelligence into the business. Jamie recognises the growing need for brands to be connected with customers and very aware of the customer realisation of their own value. These elements, when blended with the technologically advanced world in which we now live and the fickle, impatient customer of today, make the customer agenda more important than ever.

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Dylan Bourguignon

CEO

Investor turned entrepreneur, Dylan was in strategy consulting and private equity before he left his job to rethink insurance for the consumers’ benefit. Frustrated by the insurance sector’s focus on profits rather than consumer needs, Dylan launched so-sure to disrupt the stagnant insurance industry​ and provide customers ​with ​better and up to 80% cheaper insurance.

Dylan has an MBA from Harvard, ​and co-founded Growth 365 for Grant Thornton.

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Steve Kato-Spyrou

UX Architect

Steve is helping develop (and enabling the development of) a content strategy that will utilize John Lewis’s USP’s. He has also designed the components for the componentization the John Lewis and Sky.com sites, in order to create a consistent customer experience and drive production efficiencies. Steve’s current passion is creating ways to facilitate leadership level workshops, in order to push things forward and not just create circular debates.

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Sue Stoneman

CEO

Sue has over 25 years experience leading large-scale transformational change and performance improvement initiatives in forward thinking, service orientated, global organisations.  She has held Board and SVP positions in Sales & Marketing, Customer Service and Human Resources in blue chip, global organisations including British Airways, RAC , Barclays Bank and Le Meridien Hotels.  She combines a strong academic background with a proven ability to deliver sustainable commercial results through an obsession for employee and customer engagement.  For the last 11 years she has run three successful businesses, one of which is NKD – a creative, brand internalisation agency that designs bespoke brand engagement and customer experience initiatives for some of the largest brands in the world.

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Manuela Pifani

Group Director of Customer Experience

Manuela Pifani is a multi-award winning executive business leader in Customer Experience and Strategy, with a strong track record of transforming CX for the large international organisations she has worked for during her corporate career, which include Kingfisher, Direct Line Group, Royal Bank of Scotland and Barclays. Now working under her own brand, CXellence Consulting, Manuela focuses on helping other companies and CX leaders achieve success through customer experience excellence. Having walked in their shoes, Manuela understands the challenges and issues CX leaders face and the ups and downs of that journey, as well as the value opportunities and success factors. Leveraging this hands-on business-side experience and know-how, as well as tested CX frameworks and solutions, Manuela offers a broad range of CX services specifically tailored to the needs and priorities of her clients – spanning from strategic consulting to tactical projects, from executive mentoring to engagements at corporate or public events.

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Denise Law

Head of Strategic Product Development

Denise Law is a journalist turned product development manager. She currently oversees a strategic initiative at The Economist aimed at accelerating the development of its website, apps and newsletters—with an eye towards turbocharging subscriptions growth.

She joined The Economist in 2015 to expand and manage its editorial social media department. Under her leadership, The Economist’s social media following increased 25%, with traffic via third-party channels up by more than 50%. The team’s efforts have been regularly cited in trade press as a prime example of how social media can be used effectively to increase awareness, build engagement and help drive subscriptions.

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Rob Janes

Sales Director

Rob Janes is Sales Director at Thunderhead, responsible for UK & Ireland.

With over 18 years of enterprise sales experience working for companies such as Salesforce, Symantec and HP, Rob engages closely with Brands helping them to digitally transform their business to achieve improved customer satisfaction, retention and acquisition.

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Nyasha Pitt

Head of Communications

Nyasha is a creative, commercial marketer with more than two decades marketing communications and PR experience, across diverse industries and sectors. She has worked both in agency and in-house supporting well-known B2B and B2C brands including the AnchorCert Group (including Assay Office Birmingham), Weston Beamor – The Creative Jewellery Group, The London Taxi Company (now LEVC), Butlins, National Express and English Heritage. She also provides content for trade magazines and blogs through her marketing consultancy, Living Content. Nyasha is passionate about self-development, mentoring and volunteering. As well as delivering social media training on behalf of AnchorCert Academy, Nyasha also provides digital training to entrepreneurs as an Adviser Member of Enterprise Nation and gives motivational talks to those in higher education. Nyasha is a Girls’ Network mentor, Midlands Ambassador for the Women’s Jewellery Network and Vice-Chair at Warwick Students Union.

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Michel Koch

Former CMO

Michel is an e-commerce and multichannel expert with 25 years’ experience in digital.

After having played a pioneering role as head of new media at Sony Music Europe in the early 90’s, he has fulfilled several senior executive positions in French and international B2C and B2B multichannel companies (including Bertelsmann, Manutan International, Quelle, Conrad Electronics, and Camaïeu).

Michel relocated to the UK in early 2013 to join Marks & Spencer to develop their cross-border sales and capabilities, and supported the omni-channel strategy of leading electronics retailer Maplin Electronics as eCommerce Director. More recently, he led the company wide marketing transformation of media giant TIME inc in the UK as interim CMO.

As an interim eCommerce and digital CMO, Michel works with private equity firms, investors and retail organisations willing to undertake « Digital » and «Omnichannel» transformation projects.

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Rachel Lane

Digital Solutions Principal

Rachel is a Digital Solutions Principal at Medallia, specializing in Digital Transformation Strategic Consulting, Customer Experience Management Strategic Consulting and Customer Retention and Sales Improvement. For the last 10 years has worked on large scale omnichannel CX programs across major banks, telco’s and financial services, helping companies evolve their CX strategies across the organization in order to achieve success.

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Adam Jeacock

Head of Marketing and Business Development

Adam is a document security expert, spending the majority of his early career working in fraud and counterfeit prevention technology for passports and banknotes. A qualified lean six sigma practitioner and technical project manager, he now specialises in software solutions for the management and verification of secure and sensitive documents, supporting; financial, legal, HR, education, retail and government markets.

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Wally Brill

Senior Persona Designer

Previously a music producer in the US and UK, Wally’s fascination with voice interaction began in 1999 at Nuance Communications where, as Director of Persona Design and Production he created the process for designing, testing and developing branded, humanlike personas for enterprises and governments worldwide.

He co-founded the first VUI consultancy, VoicePartners in 2002 to deliver speech recognition systems designed around user needs and brand values.  As Director of Global Self Service for eBay, he led a team on three continents assisting millions of eBay members daily. And now as Senior Persona Designer for Adecco at Google, he helps bring the future of persona for AI “home”.

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Andy Peart

Chief Marketing & Strategy Officer

Andy Peart is CMSO of Artificial Solutions, an international business that “Makes Technology Think,” believing that people should be able to interact with technology intelligently, using their own voice, in their own terminology and across whatever channel they choose.  Using a form of AI called Natural Language Interaction (NLI), Artificial Solutions allows people to talk to applications, websites and devices in a human like, intelligent and conversational way. Its Teneo platform enables non-specialists to rapidly build and deploy enterprise strength, conversational applications and deliver customer insight and personalization using conversational data. Andy has over 25 years marketing experience within the IT and natural language industry, successfully helping build innovative, technology driven organizations.

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Cameron Worth

Founder

Have built startups. Have repositioned agencies (and networks) around new tech opportunities. Combined both areas to start SharpEnd and provide brands with a useful innovation partner focused on the ‘Internet of Things’.

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Claire Sporton

SVP - CX Innovation

Claire Sporton is Senior Vice President, Customer Experience Innovation at Confirmit. In this role, she focuses on ensuring that Confirmit provides the technology and expertise that organisations need to build a truly customer centric culture, breaking down silos and empowering individuals to do the right thing for customers, internal teams and of course, the bottom line.

Claire has 20 years’ experience in working closely with organisations in listening to the voice of their customers, employees and partners to drive business innovation and sustainable growth. She was instrumental in the development of Confirmit Voices, an engagement model which provides an end to end approach to the Voice of the Customer.

With a background in Psychology and Systemic Management, Claire has specialised in the application of these disciplines within a business environment to drive a better understanding between organisations and their customers; drive process improvement; build customer centric cultures and fundamentally ensure sustainable long term growth and profitability.

Claire has 20 years’ experience in customer service and customer experience developing and implementing customer experience programmes within the financial services sector.

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Gustavo Imhof

Customer Experience Manager

I specialise business transformation and growth through a customer experience-driven agenda, supporting operational enhancements driven by customer feedback and experience design. I harness in my function skills gained through experiences in academia, content writing, agency and client-side roles.

In the World’s Top 0.3% for Customer Experience, 0.5% for CRM and Customer Services, 0.8% for Public Speaking and 1.5% for Market Research. (Klout, January 2nd 2018).

 

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Jeremy Nicholson

Digital Marketing Specialist

35 years in Sales, Marketing, Advertising, Account Management and Business Development. Specialist in Digital Marketing, delivering ROI

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Giuseppe Caltabiano

Content Marketing Executive, Keynote Speaker & Writer Chief Strategist

Giuseppe is a highly-talented Global Marketing exec with 20+ years’ success spearheading instrumental B2B & B2C operations.

As a renowned Content Marketing Speaker and Writer, he has achieved an essential place among the 2017 Top 25 Masters of Multichannel Marketing and was voted as one of 2016’s most influential European B2B marketers by software company Traackr.

Giuseppe is currently Chief Strategist at Scorch, the worldwide renowned content marketing agency. Furthermore, he is a creative strategist with a passion for advising top global brands to produce world-class content and digital marketing strategies, including Schneider Electric, Cisco, Generali, Virgin Media, Capgemini, Motability, Du and many more.

Giuseppe has an MBA from Milan’s SDA Bocconi School of Management and is trained on Mergers & Acquisitions at the London Business School. He currently lives in London.

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Darrell Murphy

Director of Training and Health and Safety

Life and career coaching, personal growth and development, training and workshops

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Guy Johnson

Head of Data Governance

Senior and experienced Business and IT Leader with an excellent track record of delivering Information Strategy and Global Programmes which drive commercial value. Combines strong leadership with solid interpersonal skills and a customer focus.

As a strategic thinker works across both the Business and IT domains to identify where information and technology enable the business strategy.

Recent experience includes delivery of complex global programmes, leading an Analytics Centre of Excellence and driving Business Information strategy for a major retailer.

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Amy Vetter

Digital Insights Manager

Amy has worked in the digital space for the last 10 years across many brands including IBM, Johnson & Johnson and now Samsung. She has a passion for data which started at university where she set up and ran a successful PPC affiliate agency and then moved into the digital analytics space branching out into personalisation, email campaigns and social data once in the big world of work. At Samsung Electronics Europe she works to surface digital insights from data available across multiple platforms and tries to push change through in the markets across Europe in order to improve customer experience and overall sales in a hero, halo effect. She is a super keen baker and aims to increase the waist lines of all colleagues as well as the sales for the company!

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Frank Burnett-Alleyne

Sales Director UK

Frank, Sales Director UK, has 30 years’ experience in the computer software and services industry. For the last 10 years he has specialised in omni-channel customer interaction and engagement solutions that facilitate successful enterprise business transformation.

In his experience, customers are increasingly demanding a personalised service however, wherever and whenever they engage with an organisation. This makes delivery of next-generation customer service a strategic differentiator, regardless of industry sector.

Frank’s really excited by the role AI can play in delivering next-generation customer service and believes the Teneo Natural Language Interaction platform will be a critical component in the journey towards next-generation engagement. Teneo supports the entire development lifecycle of natural language applications capable of intelligent, human-like conversation that is personalised, relevant, and timely. The effortless deployment of Teneo applications across all digital channels makes customer and colleague engagement easier; Teneo’s capture of the entire verbatim conversation helps the business work smarter and realise maximum value from the relationship.

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Ranjan Hasan

Sales Director UK

Ranjan has spent 19+ years helping enterprise customers use technology to become more successful. At Artificial Solutions, he works with organizations to leverage the power of Natural language Interaction (NLI) using the Teneo Platform as part of their digital strategy.

He is passionate about AI and how it’s transforming the way businesses communicate with their customers by listening to the ‘voice of the customer’ across platforms, channels, languages and geographies.

The potential for next generation NLI is huge and will drive new revenue opportunities, whether it’s in banking, insurance, telecom, retail or energy – tapping into customer conversations with bots, IOTs or digital assistants provides opportunities to engage in a human like way with product and service offerings like never before.

Why Sponsor the CX Marketing Summit?

2018 Platinum Sponsors

2018 Gold Sponsors

2018 Bronze Sponsors

Delegate Roles Include

• Marketing • Customer Experience • Communications • Content • Customer Insight  • Products  • SEO / Paid Marketing  • Research • Strategy
• Digital • Customer Loyalty • Social Media / Community • Direct Marketing  • Public Relations • Consultants

Testimonials

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01932 506 304
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Location

Website-location

13 June 2019
VICTORIA PARK PLAZA

239 VAUXHALL BRIDGE ROAD,
LONDON, SW1V 1EQ

The four-star Park Plaza Victoria hotel in London, situated within walking distance of Victoria train, coach, bus and Underground stations, provides an excellent transportation link to London Heathrow and London Gatwick airports. The hotel is also centrally located to some of the city’s main tourist and shopping attractions, including Buckingham Palace, Harrods, the Houses of Parliament, Theatreland and Oxford Street.

On-site facilities include dining options, Amber Spa and an Executive Lounge, this Victoria Station hotel is thoughtfully designed to suit business, conference and leisure travellers alike. The Park Plaza Victoria London is also a non-smoking hotel.

DIRECTIONS:

From London Paddington National Railway Station (approx 25 mins)

  • Take London Underground
  • Travel via the southbound Bakerloo Line service to Oxford Circus
  • Change for the southbound Victoria Line service and depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left

From King’s Cross & St. Pancras National Railway Station (approx 15 mins)

  • Take the London Underground
  • Take the Victoria Line southbound towards Brixton
  • Depart at Victoria
  • Walk south on Wilton Road for 100 metres
  • Park Plaza Victoria London will be on your left

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