15th March 2018

CX Marketing Summit 2018

Victoria Park Plaza, London
Register Sponsor

CX Marketing Summit 2018

The launch of our first CX Marketing Summit, to be held on March 15 2018 at the Victoria Park Plaza, London, follows on from the success of our flagship Customer Engagement Summit now in its seventh year, and firmly established as Europe’s premier customer and employee engagement event.

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.

2018 SEMINAR STREAMS

  1. CX Analytics for Marketing
  2. CX Marketing in Financial Services
  3. CX Marketing in Retail
  4. CX Strategy & Innovation
  5. The Customer Journey
  6. Digital Transformation
  7. Voice of the Customer
  8. Artificial Intelligence, IOT and Robotics
  9. Customer Loyalty and Personalisation
  10. Customer Data & Intelligence including GDPR

QUICK FACTS

PLENARY KEYNOTES
40+ SPEAKERS
300+ DELEGATES
ROUNDTABLES
2 SEMINAR HALLS
NETWORKING DRINKS PARTY
CPD ACCREDITED EVENT
EVENT NETWORKING APP

Interested in Sponsoring the CX Summit? Download the sponsorship pack

2018 Speakers

Nick Wilsdon

Vodafone

Guy Johnson

Marks & Spencer

Wally Brill

Adecco

Steve Kato-Spyrou

John Lewis

Savannah Sachs

Birchbox

Dylan Bourguignon

So-Sure

Gerry Brown

IDC

Rachel Carrell

KoruKids

Laurence Dunn

Bollfilter

Jeremy Nicholson

Allen Brothers

Nyasha Pitt

Living Content LTD

Jonathan George

RAC

Jonathan Armstrong

Cordery

Malcolm McDonald

Cranfield University School of Management

Darren George

Samsung

Denise Law

The Economist

Michel Koch

AMK Digital

Darrell Murphy

St Giles Hotel Group

Gustavo Inhof

Hermes

Tom Cridland

Tom Cridland

Richard Payne

ICS Cool Energy

Ansi Deniz

Turkcell

Manuela Pifani

Kingfisher

Adam Jeacock

Smith & Ouzman
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Nick Wilsdon

SEO Lead

Veteran digital marketer and strategist, who can deploy performance SEO and digital programmes across organisations and international markets. Strong technical understanding with the ability to clearly communicate issues. Wide-ranging experience across digital channels, content marketing and online marketing.

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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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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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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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Savannah Sachs

UK Managing Director

UK Managing Director at Birchbox

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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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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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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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Laurence Dunn

Marketing Manager

A highly skilled marketing professional with in-depth expertise and practical experience, covering many sectors. A marketing manager who knows a lot about websites and print.

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Jeremy Nicholson

Digital Marketing Specialist

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

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Nyasha Pitt

Commercial Strategic Manager

More than a decade of marketing, media relations and project management experience; commercially focused, results driven, dynamic and smart. Extremely strong copy-writer, speech-writer, columnist and online content creator.

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Jonathan George

Director of Sales and Service

Jonathan is an inclusive and motivational leader who thrives in challenging and diverse environments. He has a track record of creating a culture that delivers high performance across diverse sectors (retail, outsourcing, travel/concierge, financial services, Utilities and insurance) and for large PLC’s, Privately owned and VC owned businesses. His strong leadership and people development skills have led to delivering organisational success including leading 3 organisations to be recognised as being a Top 50 Customer Service Centre 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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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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Darren George

European CX NPS Insights Manager

Customer journey insights discovery a passion, within a number of different environments both in store and online. Sectors beyond these where I have had focus over the last decade include FMCG, Retail, Finance and anything related to Tech-Auto-Smart convergence. B2B and B2C. Direct involvement and analysis of Advanced Analytics including Optimisation, Segmentation, Conjoint (adaptive and choice), MaxDiff Scaling. Market Research experience broad covering Brand & Communications, New Product & Concept Development, Stakeholder Management (Employee, Customer & Supply Chain). Other skills, Business Development, International Market Research. Strategic Planning and Marketing and Loyalty/ Customer Experience.

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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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Michel Koch

e-Commerce Director and Digital CMO

E-Commerce pioneer in Europe (1998) with a track record of building and operating eCommerce and digital strategies of B2B and B2C multi-channel retailers – Sony Music, Bertelsmann Book Club, Manutan International, Quelle, Conrad, Camaïeu and recently at Marks & Spencer, Maplin Electronics and Time inc in the UK.

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Darrell Murphy

Director of Human Training and Health and Safety

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

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Gustavo Inhof

Customer Experience Manager

A professional focused on understanding and harnessing the capabilities of the new field of Customer Experience, with both academic and professional experience.

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Tom Cridland

CEO

Tom has been the Chief Executive Officer at Tom Cridland Public Relations for the last 2 years

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Richard Payne

Group Marketing Director

20+ years hands-on B2B, B2C and FMCG marketing experience. CIM, MBA, Business Degree. Grew a drinks brand 10-fold over a decade. Established Stage Gate NPD, Customer Experience and IBP/S&OP processes in the UK for a $3bn global food manufacturer. Driven self-starter and leadership team player.

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Ansi Deniz

Senior Head of Digital Experience

Defining business model for digital and self-service channels, as follows: web, mobile web, app, SMS, e-mail, instant messaging, social media and other self-help channels
Developing new customer service models and channels to serve customers better
Adaptation of customer journeys into digital touchpoints
Delivering new technologies to increase operational efficiency and customer loyalty, such as bots, AI, AR, visualization, etc.

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Manuela Pifani

Group Director of Customer Experience

CEX Professional of the Year (UK Customer Experience Awards 2015) and multi-award-winning, results-oriented customer experience strategist, designer and transformational leader, with a strong track record in developing actionable customer insight, defining customer strategy and leading end-to-end customer journey design and improvement projects.

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Adam Jeacock

Head of Marketing and Business Development

With a degree in Chemistry and post graduate qualification in lean six sigma, I champion improvement in all business areas: marketing, sales, and product development. Traditionally viewed as a manufacturing improvement philosophy, lean six sigma is now being used in a broad range of commercial business disciplines to improve business performance. I am highly skilled at using lean six sigma to transform marketing activities, processes, insights and information management to improve communication, efficiency and market focus. I am also a strong advocate of using reliable data such as digital marketing data to support key market decisions and improve risk management/compliance. During my career I have used lean six sigma to improve: compliance, marketing, digital marketing, sales, PR, brand development, market insights, product development, product management, commercial operations, crisis management and manufacturing processes.

Agenda

John Lewis Case Study: Using service design to break down business silos

Steve Kato-Spyrou, UX Architect, John Lewis

Talk about what service design is, with a case study of John Lewis applying it. Explore exactly why service design breaks down business silos and finally all the pitfalls I have fallen into in my service design career, with specific focus on doing service design in big companies.

Steve Kato-Spyrou

John Lewis
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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.

Vodafone Case Study

Nick Wilsdon, SEO Lead, Vodafone

How Vodafone have transformed their digital marketing operations with CX at the forefront

Nick Wilsdon

Vodafone
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Nick Wilsdon

SEO Lead

Veteran digital marketer and strategist, who can deploy performance SEO and digital programmes across organisations and international markets. Strong technical understanding with the ability to clearly communicate issues. Wide-ranging experience across digital channels, content marketing and online marketing.

Marks & spencer case study: Will the General Data Protection Regulation enable a Data Aware Mindset?

guy johnson, head of data governance, marks & spencer

Data is enabling retailers to build stronger and more informed connections with their customers and colleagues. The success of these relationships are predicated on trust by the individual that the business will use their data responsibly.

The presentation explores if GDPR provides a useful framework for retailers to build the trust in how it uses personal data to build trust.

Guy Johnson

Marks & Spencer
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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.

CORDERY COMPLIANCE CASE STUDY: GDPR FAKE NEWS LIVE – SEPARATING THE FACT FROM THE FICTION

JONATHAN ARMSTRONG, PARTNER, CORDERY COMPLIANCE

GDPR is today’s hot topic. But amongst the fact there is plenty of GDPR fiction.  GDPR fake news is sweeping the nation. In this talk Jonathan will continue the fight against a modern evil putting the sword to some of the most common items of GDPR fake news.

Jonathan Armstrong

Cordery
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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.

Google adecco case study: ARE FRIENDS ELECTRIC: Metabots, Chatbots, Intelligent Assistants and Personality

Wally Brill, SENIOR PERSONA DESIGNER, GOOGLE ADECCO

How much personality is too much personality for systems and devices that speak and text with us? Given that we ascribe a variety of attributes to any voice we hear or text we read, we need to accept that the personas we interact with will simply become more and more natural and when driven by AI, surprisingly engaging. That raises a number of questions. How will we select the persona to be appropriate for a wide ranging demographic and a broad remit? Will the enterprise brand be diluted though Alexa or Google Home? How anthropomorphic is just too much? Is there really an “Uncanny Valley”? As AI matures to the level of the Turing test and beyond, and my Intelligent Assistant knows all there is to know about me, what social implications will there be? Will I feel my sense of personal space, life and who I am change? Let’s explore…

Wally Brill

Adecco
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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”.

samsung case study: The Era of the Omnipresent eXperience

darren george, EUROPEAN CX INSIGHT MANAGER, samsung

In today’s Omni channel world, consumers have an almost infinite number of ways with which to interact with brands and they expect excellent service across every single one of them. In order to deliver the best possible experience, Samsung is constantly striving to better understand our customers, the things that affect them and be available to them at any time, wherever they maybe.  We also recognise that we need to support our customers over their lifetime with us more effectively, across a multitude of categories and very often, in fast-paced developing eco-systems, such as the smart home.  We must ensure we are present and active on the right channels, in the right ways and are devoting the right level of resources to underpin best in class customer experience.  Come and hear how consumer insights are at the forefront of understanding many of these challenges, in helping to guide decision making, in the ever changing and evolving world of the omnipresent experience.

Darren George

Samsung
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Darren George

European CX NPS Insights Manager

Customer journey insights discovery a passion, within a number of different environments both in store and online. Sectors beyond these where I have had focus over the last decade include FMCG, Retail, Finance and anything related to Tech-Auto-Smart convergence. B2B and B2C. Direct involvement and analysis of Advanced Analytics including Optimisation, Segmentation, Conjoint (adaptive and choice), MaxDiff Scaling. Market Research experience broad covering Brand & Communications, New Product & Concept Development, Stakeholder Management (Employee, Customer & Supply Chain). Other skills, Business Development, International Market Research. Strategic Planning and Marketing and Loyalty/ Customer Experience.

The Economist Case Study: Digital Transformation/CX Strategy & Innovation

Denise Law, Head of Strategic Product Development, The Economist

 

Denise Law

The Economist
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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.

Hermes Case Study

Gustavo Imhof, Customer Experience Manager, Hermes

  • Defining a set of standard behaviours for our customer-facing service-providers to abide by –driven by customer feedback
  • Engaging colleagues in harnessing the power of the VoC data by creating a customer community within the business
  • Mystery Shopping for the community as well as the board to get them in the skin of customer and understand the importance of VoC (done through sending a treat to them through our network – this is by far the most commented element of my previous speech earlier this year at ForeSee’s European Conference)
  • Harnessing VoC to grow your online reputation

Gustavo Inhof

Hermes
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Gustavo Inhof

Customer Experience Manager

A professional focused on understanding and harnessing the capabilities of the new field of Customer Experience, with both academic and professional experience.

Tom Cridland Case Study

Tom Cridland, CEO, Tom Cridland

How you can succeed in marketing with no budget
New music charity initiative that has the backing of both Paul McCartney and Mick Jagger

Tom Cridland

Tom Cridland
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Tom Cridland

CEO

Tom has been the Chief Executive Officer at Tom Cridland Public Relations for the last 2 years

ICS Cool Energy Case Study

Richard Payne, Group Marketing Director, ICS Cool Energy

  • CX Analytics for Marketing
  • CX Strategy & Innovation
  • The Customer Journey
  • Digital Transformation
  • Voice of the Customer
  • Customer Loyalty and Personalisation

Richard Payne

ICS Cool Energy
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Richard Payne

Group Marketing Director

20+ years hands-on B2B, B2C and FMCG marketing experience. CIM, MBA, Business Degree. Grew a drinks brand 10-fold over a decade. Established Stage Gate NPD, Customer Experience and IBP/S&OP processes in the UK for a $3bn global food manufacturer. Driven self-starter and leadership team player.