13th June 2019

CX Marketing Summit 2019

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

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

Malcolm McDonald

Cranfield University School of Management

Sophie Wilkinson

Hearst UK

Paras Fanani

Quacquarelli Symonds

Lucian Camp

Lucian Camp Consulting

Josela Renardson

Valpak Limited

Janis Thomas

Deltatre

Ceris Hymas

Partridge Muir & Warren

Anna Fenten

Searcys

Elaine Haines

Harrison Clark Rickerbys Ltd

Caroline Darnbrook

Darlington Building Society

Paul McCrudden

Twitter

Richard Williams

BPS World

Dylan Bourguignon

So-Sure

Antony Antoni

World Animal Protection

James Sutton

Oxfam

Richard Leader

Funding Options

Hanifa Dungarwalla

Bauer Media

Janine Albrecht Webb

Shell

Sam Reynolds

Make it Cheaper

Timothy Love

Pizza Express

Steve Kato-Spyrou

John Lewis

Hayley Brooksbank

Osborne Clarke LLP
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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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Sophie Wilkinson

Head of Editorial Operations

As Head of Editorial Operations I am responsible for delivering best practice across all our Print brands,whilst leading all current and future Editorial projects.

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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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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 2010.  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 this 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 11 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

I am a senior B2C marketing professional with an outstanding track record for delivering revenue and EBITDA growth as well as creative innovation. My extensive strategic experience includes delivering multi-million pound marketing and ecommerce projects. This ranges from leading performance marketing strategy across acquisition, retention and ecommerce at Birchbox; to worldwide marketing strategy at Lebara; to managing hundreds of partners and a high-profile multi-channel campaign for the creative industries.

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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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Anna Fenten

Head of Brand, Marketing and Communications

Experienced multichannel marketing director, specialist in developing brand proposition, building marketing function and delivering brand strategy in foodservice, hospitality, FM and event sectors. Successful track record of implementing change management through marketing that achieves business objectives.

I work in a complex B2B2C brand environment, executing marketing plans across multiple channels including public relations, digital, print and direct marketing, strategic partnerships and thought leadership events. I combine strategic vision with meticulous attention to detail, creative skills and tenacity in building new business opportunities across the company portfolio.

I am a frequent speaker at marketing forums as well as contributor to industry discussions for the Association of Leading Visitor Attractions (ALVA), International Congress and Convention Association (ICCA), Museum and Heritage Show, Marketing Week, Event Magazine and B2B Marketing.

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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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Paul McCrudden

Global Head of Live Marketing

Strategy, content and creative for Twitter’s global marketing.

Independent Non-Executive Director at Card Factory.

Industry spokesperson with appearances on ITV News, BBC1 News, BBC Radio 5 Live, LBC. Regular speaker at industry events.

Winner, WARC 2014 Best Social Strategy
Winner, D&AD 2013 Social Media
Winner, Content Marketing, Marketing Week Engage Awards 2013
Winner, Cyber Lion 2012 at Cannes Lions
Winner, Guardian Mega Innovation award 2010, for #sixweeks
Best Blog 2010, British Interactive Media Association awards, for #sixweeks

Created innovative consumer experiment successfully challenging companies via social media to pay me for being their customer.

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Richard Williams

Marketing Director

Richard is an experienced new business and marketing strategist with exposure to clients ranging from SME’s through to recognisable brands. He has founded and run his own digital consultancy, been responsible for the growth strategy of one of the top digital agencies in the country and is now responsible for brand, new business, marketing and in-house ‘Brand Performance‘ agency for BPS, a global RPO provider.

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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

Senior E-commerce Marketing Manager

James is a marketing and branded content professional specialising in ecommerce growth and digital campaigns. Beginning his career in hospitality marketing before making the change to e commerce, James has over seven years of leading and innovating in the digital space. Now managing the marketing and growth strategy for Oxfam’s Online Shop, who last year grew by 35%. James will be sharing with us a few of the key elements and secrets to achieving this growth.

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Richard Leader

Marketing Director

As an analytical, insight-driven marketing manager, I have a proven track record in delivering both acquisition and customer marketing programmes. Having worked in a number of industries including telecoms, financial services and publishing with experience of both B2B and B2C, I bring a wealth of knowledge and expertise gained from a number of business types.
A proven leader, I have created, developed and managed successful marketing and cross-functional teams.
My most recent experiences prove my ability to use customer marketing and sales operations to reduce churn and increase customer satisfaction and lifetime value.

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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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Janine Albrecht Webb

GM Digital & Technical Marketing Integration

Janine started her career at Shell in 2000, after three years at Glaxo SmithKline. She has many strings to her bow including a law degree and MBA in International Management from the University of Exeter. Shell has benefitted from Janine’s intimate knowledge of payments; a space she has played in for a number of years. She had a key role in the development of Shell’s global payments acceptance strategy as well as managing the relationship with schemes, international acquirers and other key players in the payments ecosystem.

More recently Janine has paved the way for innovative, market leading initiatives such as Shell’s connected car and connected customer digital experiences. Janine has lead the development of mobile payments and built the roadmap for Shell to roll this out to their 44,000 retail outlets, in more than 70 countries. With more than 30 million customers making payments every day, it is vital their experience at the forecourt is simple and fast. This required Janine to implement cloud connectivity and introduce cutting edge mobile capabilities to the forecourt. In simple terms she literally helps Shell make customer’s journeys better, through intuitive digital payment solutions.

In her current role Janine is responsible for leading the digital and technical integration for Shell’s marketing businesses. She is a guiding light through Shell’s continued journey through the digital transformation. As a result of her work, Janine and the team picked up the Gold prize for Best Mobile Payments Customer Experience in UK, awarded by the Mobile Marketing Awards (MMA).

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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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Timothy Love

Senior Marketing Manager | Lead on Digital and PR

Senior Marketing Manager with ten years of experience in digital and experiential marketing, specialising in digital strategy, implementation of martech, content creation and management, campaign management and proving ROI. Professional, creative, flexible and with track record of growing and monetising audiences.

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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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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.

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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

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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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