13th June 2019

CX Marketing Summit

Victoria Park Plaza, London
Register Sponsor

Combining channels to create a seamless CX

Discover how the marketing function is playing an increasingly important role in CX

Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand. For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy.

The CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights, which leads to tailored, personalised offerings that attract and retain a loyal customer base.

The day will provide a survival guide for CX as we discuss topics such as how we can use service design to break down business silos, how we can build a better CX using an inside-out model, the new technologies that can transform engagement, how to master digital advertising in the machine age, how we need to stop thinking channels and start thinking journeys, the use of VOC in marketing, and what the era of omnipresent experience means for you.

The organisations sharing their stories at the Summit are seeing a more seamless CX being created as a result and, by joining them, you’ll be able to reap the same rewards.

QUICK FACTS

View the exclusive Preview Guide

2019 Topic 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

View the 2018 highlights

Speakers

Helen Wilson

Ipsos

Malcolm McDonald

Cranfield University School of Management

Colin Shaw

Beyond Philosophy LLC

Sophie Wilkinson

Hearst UK

Gerhard Fourie

Aston Martin Lagonda LTD

Tom Rainsford

giffgaff

Steve Kato-Spyrou

John Lewis

Anna Fenten

Searcys

Paras Fanani

Quacquarelli Symonds

Gerry Brown

IDC

Tim Bond

DMA

Struan Wood

Wunderman

Rob Curran

Wunderman Thompson

Lucian Camp

Lucian Camp Consulting

Josela Renardson

Valpak Limited

Janis Thomas

Deltatre

Ceris Hymas

Partridge Muir & Warren

Elaine Haines

Harrison Clark Rickerbys Ltd

Caroline Darnbrook

Darlington Building Society

Dylan Bourguignon

So-Sure

Antony Antoni

World Animal Protection

James Sutton

Oxfam

Hanifa Dungarwalla

Bauer Media

Sam Reynolds

Make it Cheaper

Hayley Brooksbank

Osborne Clarke LLP
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Helen Wilson

Global Chief Experience Officer

Helen re-joined Ipsos in 2013, having begun her research career there more years ago than she cares to remember.  She is now Global Chief Experience Officer for Customer Experience and Mystery Shopping.  Previous roles include Global Chief Marketing and Communications Officer for Ipsos Loyalty and Managing Director of Ipsos Loyalty, UK.  She has also led Ipsos’ CX Council, a forum for CX leaders to come together and ‘lead the industry debate’.  Helen has significant CX research experience across a number of sectors, markets and customer types, but she ‘cut her teeth’ on b2b and that’s still where she most likes to roll up her sleeves.  Helen is a frequent speaker, chair and judge at CX events.  She is also one of the leaders of ‘Women in Ipsos’, a network aimed at supporting women to advance their careers and inspiring them to reach their full potential. Outside of work, Helen has four young daughters and a Fox Red Labrador – enough said!

Ipsos

Ipsos is a world leading market research company providing specialised services in 89 markets.  We are a global leader in designing, measuring and delivering value from Customer Experience programmes.  We help organisations retain customers and recover those at risk, grow share of spend, increase advocacy and drive up operational efficiency; to ‘deliver a Return on Customer Experience Investment (ROCXI)’.  Based across 50 countries, our expert CX teams help organisations at all stages of CX measurement and management, using a unique blend of research, technology, analytics and advisory solutions.

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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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Colin Shaw

CEO & Founder

Colin is acclaimed, by others, as being a world Thought Leader in  Customer Experience and Marketing.

  • LinkedIn names Colin as one of the world’s top 150 business influencers. As a result of his work Colin has now over 276,000 followers on LinkedIn.
  • A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.
  • Brand Quarterly readers voted him as one of the ‘top 50 Marketing Thought Leaders Over 50’ for two years in a row.

As a result of this and creating ROI in many of their clients, the Financial Times has recognized his company, Beyond Philosophy LLC, as ‘one of the best management consultancies in the UK’.

Under Colin’s leadership Beyond Philosophy LLC has been engaged by many of the world’s most prestigious brands to help them move their Customer Experience to the next level.  One client, Maersk Line, the world’s largest container shipping company, improved their net promoter score by 40 points in 30 months, which gave a 10% rise in shipping volumes using Beyond Philosophy’s methodology.

Colin is a prolific blogger and has written six bestselling books on Customer Experience and has been a commentator on CNN, BBC TV, NPR, LBC to name a few. Colin co-hosts the highly successful podcast The Intuitive Customer.

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Sophie Wilkinson

Head of Editorial Operations
  • Career began in retail (worked for Asda for 10 years in various management roles), moving into Human Resources
  • Moved into manufacturing as Area People Manager for 3 years
  • Moved to Hearst 6 years ago, working originally as a Senior HR Business Partner before expanding my role to cover all Editorial projects
  • Moved fully into Head of Editorial Operations in Jan 2018. Manage the Editorial workflow system, the CMS, and all functions linked to the creation of content within our business. The majority of our business already use censhare to manage and utilise content centrally, looking at integrating our digital platforms by the end of the year.
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Gerhard Fourie

Director of Global Marketing and Brand Strategy

Gerhard Fourie is the director of marketing and brand strategy for Aston Martin and is he responsible for global marketing, CRM and the definition and evolution of the Aston Martin and Lagonda brands.  Before joining Aston Martin in 2017, he was the general manager for global brand strategy at Nissan.

Gerhard joined Nissan in South Africa and worked in a number of marketing and communication roles, including a two-year secondment to TBWA.  He moved to Japan to work from Nissan Motor Corporation’s headquarters in 2007, heading up marketing and brand management in emerging markets.  In 2011, he took charge of global brand strategy and continued to work from Japan until moving to the UK in 2013 when a satellite office was opened in London.

Gerhard holds a masters degree in industrial and applied psychology from the University of Johannesburg.

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Tom Rainsford

Director of Brand, Engagement and Culture

One of the Founders of giffgaff. Brand Director. Creative Director. Video Director. Board member. Included in Creative Reviews ‘Top 50 Creative Leaders’. Marketing, Creative, Strategy, Social, PR, Creative, Production, Media, and Sponsorship. Keynote, Public, and Conference speaking. Consult and advise Start-Ups.

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Steve Kato-Spyrou

UX Architect

Steve is helping develop test and learn thinking (that has persistent in digital for a long time) at an organizational level. He has also designed the components for the componentization of the John
Lewis and Partners 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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Anna Fenten

Head of Brand, Marketing and Communications

As Searcys’ Head of Brand, Marketing and Communications, Anna looks after B2B and B2C proposition for one of the oldest hospitality and restaurant groups in the UK. She has a successful track record of developing and implementing brand strategy that achieves business and commercial objectives. She re-launched five leading brands, including Levy UK, Sodexo Prestige and Searcys.

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Paras Fanani

Global Marketing & Communications

Senior business strategy, operations and marketing professional with expertise in omni-channel marketing strategy including SEM and Social Media, new product development and budget & team management.

With a drive to innovate & grow businesses with new ideas, I’m always keen to explore and evaluate new opportunities.

Knowledge across various industries including Higher Education, FMCG, Entertainment and Digital Media.

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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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Tim Bond

Group Head of Insight

A social scientist by training and a communications professional by trade, Tim now combines these two fields in his role within the DMA group. He has an MA in Sociology from Aberdeen University and over the last decade, he has continued to utilise this social sciences background to develop research campaigns across a range of sectors. A key part of his role at the DMA is developing actionable insight for the data-driven marketing industry, which also supports the association’s core belief in putting the customer first and leading the business sector in creativity and innovation.

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Struan Wood

CX Lead

As customer experience lead at Wunderman, Struan constantly explores what customers are experiencing today as well as what they could be experiencing in the future.

He has a personal drive to improve even the most granular of experiences and since joining Wunderman, Struan has helped cultivate the experience team’s methodology across a full spectrum of sectors, regions and scales. As a multidisciplinary designer himself, he plays a key part in the team’s evolution that includes a remit and capability beyond the traditional marketing agency. Struan works closely with clients to help them expand their possibilities for creating truly remarkable end-to-end experiences including briefs that comprise global website redesigns, the complete restructuring of products or services, through to prototyping early-stage AI-powered experiences.

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Rob Curran

Chief Experience Officer

Rob Curran is Chief Experience Officer at Wunderman Thompson advising clients such as Selfridges, BT and EY on how to design — and build — the best possible experiences for their customers and stakeholders. Rob has been building digital experiences for his entire career, first helping Groupon deal with being one of the fastest growing start-ups in history, and subsequently working in strategy and UX roles at top digital consultancies and digital agencies including RAPP and Reading Room; producing research, developing effective experiences and consulting on UX strategies. In these roles Rob has combined a background in strategy and consulting with a passion for building compelling and influential experiences for users.

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Lucian Camp

Principal

Lucian has spent most of his working life as a copywriter and creative director in creative agencies, and most of that time in agencies specialising in financial services.  He launched, chaired and eventually sold two agencies, departing from the second, Tangible, in 2012.  He then founded his one-man consulting business Lucian Camp Consulting, which provides brand. marketing and communications consultancy again to clients in financial services.  He speaks and writes frequently on these and related topics, and last year published his first book on the subject, No Small Change, co-written with ex-Metro Bank and Atom Bank chairman Anthony Thomson.

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Josela Renardson

Marketing Manager

Josela Renardson, Marketing Manager at Valpak Limited, is responsible for conveying complex information about Producer Responsibility Regulations and the solutions to simplify it. She is often described as a visionary, creative in her approach and always adaptable to change.

Over the past 12 years, her experience includes; team management and getting stakeholders to respond, database management and analysis, project management and more recently implementing change in a business. Josela holds a Post Graduate Diploma in Applied Management from Warwick Business School and enjoys collecting lessons learned from on the job experiences, partners, and colleagues.

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Janis Thomas

B2C Marketing Director

Janis joined Deltatre, a global leader in the sport business, at the beginning of 2019. She is an expert in using digital marketing to deliver sales and revenue growth in subscription and ecommerce businesses. She has grown diverse brands from Birchbox to Playboy. She has held senior consumer marketing roles at digital media and entertainment businesses across film, TV and publishing. Janis will be responsible for leading Deltatre’s B2C marketing. This function will help Deltatre’s sport and entertainment clients grow their direct-to-consumer streaming subscription services.

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Ceris Hymas

Head of Marketing

Ceris joined Santander in 2008 where she worked in various Marketing and Events roles for 7 years. She currently works as Head of Marketing at Chartered Financial Planners Partridge Muir & Warren, working alongside the CEO and CFO to implement the Marketing strategy for the business. She holds the Diploma in Digital Marketing from the Institute of Digital and Direct Marketing and the CIM: Professional Certificate in Marketing. She has a passion for implementing strategic marketing plans that are consistent and integrated, demonstrated by her recent success at the Investment Marketing and Innovation Awards for Campaign Innovation.

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Elaine Haines

Business Development & Marketing Director

Entrepreneur, marketer and commercial director Elaine Haines is a passionate lifelong learner with a commitment to disruptive technology and high growth businesses.

Whether bringing specialist marketing knowledge to her role as Marketing Director, acting as trustee on her charity boards or as mentor to founding entrepreneurs, she brings energy, experience and insight from many sources along with total commitment to the projects and teams she leads.

A fellow of the Chartered Institute of Marketing, she started her career with Deloitte, Haskins & Sells, worked on the board of several Cambridge based high technology companies, led Enterprise & Entrepreneurship at the University of Gloucestershire and since 2017 has been Business Development & Marketing Director for Top 100 UK Law firm, Harrison Clark Rickerbys.

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Caroline Darnbrook

Director of Products and Marketing

Caroline is the Director of Products and Marketing at Darlington Building Society.  Caroline joined the Society in 2014 after spending 16 years working for Clydesdale and Yorkshire Banks.

Since starting at the Society Caroline as refreshed the brand and developed both a Products and Customer Insight function.

Caroline is a member of the Chartered Institute of Marketing, is an Associate of the Chartered Institute of Bankers and hold qualifications in Leadership and Management from Ashridge Business School.

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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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Antony Antoni

Global Head of Brand Marketing

Antony has over 20 years’ experience of working on some of the world’s most iconic brands. During this time, he has delivered a broad spectrum of brand related projects which have built awareness and consideration and helped to grow brand equity and corporate reputation.

Challenging perceptions through innovation and partnerships has always been key aspect of the strategic brand work he has led, whether it be tactical or more long term.

Hear about how World Animal Protection were able to challenge perceptions of their organisation, increase visibility for one of their global campaigns and reach new audiences through a partnership with a successful mobile games developer with more than 60 million downloads under its belt.

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James Sutton

Audience Planner

James is a marketing and branded content professional specialising in multichannel campaigns. Beginning his career in hospitality marketing before making the change to retail, James has over eight years’ experience in leading innovative campaigns. Now managing the retail engagement plans for Oxfam’s high-street and online store’s, which has seen significant growth year on year. James will be sharing with us a few of the key elements and secrets to achieving a winning multichannel campaign.

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Hanifa Dungarwalla

Group Digital Marketing Manager

I have worked within the field of marketing for the past twelve years, specifically for eCommerce retailers, consumer goods and FMCG brands where I have been heavily involved in the development of the short to long term strategic marketing goals of the company.

I am a hard working individual who uses creativity and initiative to solve problems and develop new ideas. I like to succeed in any challenge that I undertake. I like to see projects through to their end and am not afraid to take appropriate risks; I aim to learn from my mistakes while evaluating all my work.

Having worked full time since leaving school, as well as studying towards a Masters in Business Administration and Doctorate (in progress) has meant that I have developed a keen understanding of time management, as well as learning how to work under pressure and to deadlines.

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Sam Reynolds

Marketing Director

Sam is an award-winning Marketing Director at Make It Cheaper; charged with putting a smile on the faces of UK SME’s through switching & saving on their business costs. His role bridges fast growth acquisition, increasing multi-product adoption and innovating through growing delegated authority services – all driven through a customer-first approach across the business. Prior to Make It Cheaper, he spent 14 years working across large global businesses and fast-growth start up’s alike in the UK, India & US.

 

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Hayley Brooksbank

Head of Communications

Hayley has been developing brand communication programmes which deliver against business objectives for nearly 25 years. She started her career at some of the world’s premier brand strategy and design houses. After 12 years helping to develop and bring to life corporate brands for a wide range of clients including: Barclays, British Airways, Intercontinental Hotels Group, the Inland Revenue and British Heart Foundation; in 2006 she moved in-house. Since then she has been working mostly within Professional Services, with a stint at Network Rail. She has helped global business leaders and senior management teams to communicate their vision, engage employees and embed the organisational strategy. And has successfully led global marketing teams in devising and implementing multi-channel B2B brand programs.

2019 Sponsors

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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

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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