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Chief Customer Officer, Europe

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Conference Day
October 9th
08:20

Registration, Coffee & Networking in the Exhibition Area

Registration, Coffee & Networking in the Exhibition Area

October 9 | 08:20 - 08:50

Speaking:

08:50

Chair’s Opening Remarks

Chair’s Opening Remarks

October 9 | 08:50 - 09:00

Speaking:

09:00

Keynote Presentation - Defining The Path Of The Next Generation Chief Customer Officer

  • Convincing the c-suite to buy into the position and showing the business case in a modern customer-centric business
  • What does “putting the customer first” mean to your business?
  • Why companies should...

Speaking:

Robert Bridge (1)

Robert Bridge

Chief Customer Officer, Telegraph Media Group

Keynote Presentation - Defining The Path Of The Next Generation Chief Customer Officer

October 9 | 09:00 - 09:20

  • Convincing the c-suite to buy into the position and showing the business case in a modern customer-centric business
  • What does “putting the customer first” mean to your business?
  • Why companies should adopt the CCO role to champion the customer?

Speaking:

Robert Bridge (1)

Robert Bridge

Telegraph Media Group

09:20

Keynote Presentation - Finding The Right Digital Balance In B2B Customer Experience

  • Transforming B2B Organisations to improve digital experience
  • Address the root causes of customer dissatisfaction to enable digital interaction
  • Create tracks to manage variability

Speaking:

Mari Rindal

Mari Rindal

SVP Customer Service and Product Corporate, Storebrand

Keynote Presentation - Finding The Right Digital Balance In B2B Customer Experience

October 9 | 09:20 - 09:40

  • Transforming B2B Organisations to improve digital experience
  • Address the root causes of customer dissatisfaction to enable digital interaction
  • Create tracks to manage variability

Speaking:

Mari Rindal

Mari Rindal

Storebrand

09:40

Keynote Presentation - The Future of Customer Experience Management – Digitizing the Entire Customer Journey

  • Digital transformation and its impact on customer experience
  • How digital drives your organization
  • What does the voice of the customer look like in the future of digital business?

Speaking:

Claire-Cardosi-230x230

Claire Cardosi

Head of Customer Experience Management, Virgin Trains East Coast

Keynote Presentation - The Future of Customer Experience Management – Digitizing the Entire Customer Journey

October 9 | 09:40 - 10:00

  • Digital transformation and its impact on customer experience
  • How digital drives your organization
  • What does the voice of the customer look like in the future of digital business?

Speaking:

Claire-Cardosi-230x230

Claire Cardosi

Virgin Trains East Coast

10:00

Morning Coffee & Networking in the Exhibition Area

Morning Coffee & Networking in the Exhibition Area

October 9 | 10:00 - 10:30

Speaking:

10:30

Keynote Presentation - How Delivery Hero Leverages NPS to Improve its Customer Experience

Speaking:

Sebastian McClintock

Sebastian McClintock

Customer Experience Director , Delivery Hero

Keynote Presentation - How Delivery Hero Leverages NPS to Improve its Customer Experience

October 9 | 10:30 - 10:50

Speaking:

Sebastian McClintock

Sebastian McClintock

Delivery Hero

10:50

Keynote Presentation - Managing the Customer Experience in a Long Duration/ High Intensity Customer Relationship

  • Lifetime customer value from the retirement housing sector perceptive
  • A closer look at the an industry where the relationship can last for many years and involve daily, sometimes intimate contact
  • ...

Speaking:

David Bridges

David Bridges

Group Sales & Marketing Director, McCarthy & Stone

Keynote Presentation - Managing the Customer Experience in a Long Duration/ High Intensity Customer Relationship

October 9 | 10:50 - 11:10

  • Lifetime customer value from the retirement housing sector perceptive
  • A closer look at the an industry where the relationship can last for many years and involve daily, sometimes intimate contact
  • Managing a relationship that spans generations and is fundamental to quality of life

Speaking:

David Bridges

David Bridges

McCarthy & Stone

11:10

Great CX is Getting Complicated. Does AI Hold the Secret to Success?

Speaking:

Phil Durand

Phil Durand

Director, Customer Experience Management Confirmit

Great CX is Getting Complicated. Does AI Hold the Secret to Success?

October 9 | 11:10 - 11:40

Speaking:

Phil Durand

Phil Durand

Customer Experience Management Confirmit

11:40

Keynote Presentation - Engaging Employees to Cultivate a Strong Customer Culture and Ensure Outstanding Customer Experience

  • Building customers’ needs in the core of employees’ DNA
  • Creating a “WOW” effect in your service delivery
  • Linking employee motivation with the organisation’s customer experience delivery

Speaking:

Ludovic

Ludovic Beaudoux

Customer Service Director, Edenred

Keynote Presentation - Engaging Employees to Cultivate a Strong Customer Culture and Ensure Outstanding Customer Experience

October 9 | 11:40 - 12:00

  • Building customers’ needs in the core of employees’ DNA
  • Creating a “WOW” effect in your service delivery
  • Linking employee motivation with the organisation’s customer experience delivery

Speaking:

Ludovic

Ludovic Beaudoux

Edenred

12:00

Lunch & Networking in the Exhibition Area

Lunch & Networking in the Exhibition Area

October 9 | 12:00 - 13:00

Speaking:

Discussion Group A - B2B Customer Experience

1:00

1A: Mapping And Enhancing The B2B Customer Journey

  • What does the B2B environment look like – the complexities of B2B
  • How do you balance dual priorities of customer experience and operational excellence to stay competitive and achieve goals?
  • B2B v B2C:...

Speaking:

Eleanor O'Neil

Eleanor O'Neil

Customer Experience Officer , Workshare

Yiannis Maos

Yiannis Maos

UK Ambassador, CXPA

1A: Mapping And Enhancing The B2B Customer Journey

October 9 | 13:00 - 13:30

  • What does the B2B environment look like – the complexities of B2B
  • How do you balance dual priorities of customer experience and operational excellence to stay competitive and achieve goals?
  • B2B v B2C: how do customers differ?

Speaking:

Eleanor O'Neil

Eleanor O'Neil

Workshare

Yiannis Maos

Yiannis Maos

CXPA

Discussion Group C - Customer Feedback

1:00

1C: Utilising Customer Feedback to Measure and Improve Customer Experience

  • How to use customer feedback to improve performance
  • Taking actions based on customer feedback and designing a CX strategy around it
  • Get final buy-in from all stakeholders within the business to allow...

Speaking:

Maria Sayans

Maria Sayans

Chief Customer Officer, CCP

Cheryl Hinton

Cheryl Hinton

Head Customer Operations - Sales and Service , Legal & General

1C: Utilising Customer Feedback to Measure and Improve Customer Experience

October 9 | 13:00 - 13:30

  • How to use customer feedback to improve performance
  • Taking actions based on customer feedback and designing a CX strategy around it
  • Get final buy-in from all stakeholders within the business to allow implementation

Speaking:

Maria Sayans

Maria Sayans

CCP

Cheryl Hinton

Cheryl Hinton

Legal & General

Discussion Group A - B2B Customer Experience

1:30

2A: Putting The Customer First: B2B Success And Experience Initiatives

  • Noting  the differences between B2B customer experience and customer success
  • Managing and defining critical relationships on a personal and business level
  • How to generate an emotional connection with...

Speaking:

Mari Rindal

Mari Rindal

SVP Customer Service and Product Corporate, Storebrand

Teija

Teija Kuustonen

Director Customer Relationship Development, LähiTapiola

2A: Putting The Customer First: B2B Success And Experience Initiatives

October 9 | 13:30 - 14:00

  • Noting  the differences between B2B customer experience and customer success
  • Managing and defining critical relationships on a personal and business level
  • How to generate an emotional connection with the client and build rapport with them and their clients

Speaking:

Mari Rindal

Mari Rindal

Storebrand

Teija

Teija Kuustonen

LähiTapiola

Discussion Group B - Organisational Structure

1:30

1B: How To Create A Customer Obsessed Ethos Throughout Your Organisation?

  • Designing and starting customer experience transformation
  • Deciding which organisational structure will best serve your customer and your business
  • The big question: will changing your organisational...

Speaking:

Fiona-McSwein-230x230

Fiona McSwein

Chief Customer & Chief Marketing Officer, Simply Business

Ludovic

Ludovic Beaudoux

Customer Service Director, Edenred

Sebastian McClintock

Sebastian McClintock

Customer Experience Director , Delivery Hero

1B: How To Create A Customer Obsessed Ethos Throughout Your Organisation?

October 9 | 13:30 - 14:00

  • Designing and starting customer experience transformation
  • Deciding which organisational structure will best serve your customer and your business
  • The big question: will changing your organisational structure improve your customers’ experience?

Speaking:

Sebastian McClintock

Sebastian McClintock

Delivery Hero

Fiona-McSwein-230x230

Fiona McSwein

Simply Business

Ludovic

Ludovic Beaudoux

Edenred

Discussion Group B - Organisational Structure

1:30

2B: Breaking Down Corporate Silos

  • Getting operations, production, sales, marketing and customer services to work together
  • Creating CX champion across the value chain
  • Foster a learning culture to strengthen product knowledge and derive...

Speaking:

Abdullatif-Awadh-150x150

Abdullatif Awadh

Senior Director, Jumeirah Group

Gwenn-Rio--230x230

Gwenn Rio

Customer Contact Center Director, Raja

2B: Breaking Down Corporate Silos

October 9 | 13:30 - 14:00

  • Getting operations, production, sales, marketing and customer services to work together
  • Creating CX champion across the value chain
  • Foster a learning culture to strengthen product knowledge and derive empathy from employees to customers

Speaking:

Abdullatif-Awadh-150x150

Abdullatif Awadh

Jumeirah Group

Gwenn-Rio--230x230

Gwenn Rio

Raja

Discussion Group C - Customer Feedback

1:30

2C: Creating A Customer Feedback Loop That Has Real Meaning To Both Customer And Business

  • Identifying the root cause of the problem 
  • Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials
  • Reporting and taking action at...

Speaking:

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky PLC

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky Plc

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky Plc

Tony-Crane-230x230

Tony Crane

Customer Experience Director, Bank of Ireland

2C: Creating A Customer Feedback Loop That Has Real Meaning To Both Customer And Business

October 9 | 13:30 - 14:00

  • Identifying the root cause of the problem 
  • Rethinking customer data collection: getting more out of surveys, self-service, feedback forms, reviews and testimonials
  • Reporting and taking action at executive level

Speaking:

Tony-Crane-230x230

Tony Crane

Bank of Ireland

Priya Khullar

Priya Khullar

Sky PLC

Priya Khullar

Priya Khullar

Sky Plc

Priya Khullar

Priya Khullar

Sky Plc

Discussion Group A - B2B Customer Experience

2:00

3A: How To Design The Perfect Customer Journey Mapping?

  • Success and experience initiatives
  • What are Common challenges of journey mapping?
  • Involving the customer in the process

Speaking:

Abdullatif-Awadh-150x150

Abdullatif Awadh

Senior Director, Jumeirah Group

3A: How To Design The Perfect Customer Journey Mapping?

October 9 | 14:00 - 14:30

  • Success and experience initiatives
  • What are Common challenges of journey mapping?
  • Involving the customer in the process

Speaking:

Abdullatif-Awadh-150x150

Abdullatif Awadh

Jumeirah Group

Discussion Group B - Organisational Structure

2:00

3B Employee Engagement – Developing The Right Team To Meet Your Customer Experience Objectives

  • Recruitment, training and talent development
  • Aligning people, process and performance to drive customer success and satisfaction
  • The future of customer experience is establishing a long-lasting...

Speaking:

Gwenn-Rio--230x230

Gwenn Rio

Customer Contact Center Director, Raja

3B Employee Engagement – Developing The Right Team To Meet Your Customer Experience Objectives

October 9 | 14:00 - 14:30

  • Recruitment, training and talent development
  • Aligning people, process and performance to drive customer success and satisfaction
  • The future of customer experience is establishing a long-lasting emotive and personal connection with customers

Speaking:

Gwenn-Rio--230x230

Gwenn Rio

Raja

Discussion Group C - Customer Feedback

2:10

3C: Mastering the Digital Advantage in Transforming Customer Experience

  • Why you need a comprehensive digital strategy
  • Digital transformation is not governed by internal factors but by external customer expectation
  • Integrated IT systems are the present not the future

Speaking:

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky PLC

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky Plc

Priya Khullar

Priya Khullar

Customer Experience, Insights and Data Analytics Business Lead, Sky Plc

Tony-Crane-230x230

Tony Crane

Customer Experience Director, Bank of Ireland

Claire-Cardosi-230x230

Claire Cardosi

Head of Customer Experience Management, Virgin Trains East Coast

3C: Mastering the Digital Advantage in Transforming Customer Experience

October 9 | 14:10 - 14:30

  • Why you need a comprehensive digital strategy
  • Digital transformation is not governed by internal factors but by external customer expectation
  • Integrated IT systems are the present not the future

Speaking:

Claire-Cardosi-230x230

Claire Cardosi

Virgin Trains East Coast

Tony-Crane-230x230

Tony Crane

Bank of Ireland

Priya Khullar

Priya Khullar

Sky PLC

Priya Khullar

Priya Khullar

Sky Plc

Priya Khullar

Priya Khullar

Sky Plc

2:30

Comfort Break

Comfort Break

October 9 | 14:30 - 14:45

Speaking:

2:45

Conversocial Panel Discussion

Conversocial Panel Discussion

October 9 | 14:45 - 15:15

Speaking:

3:15

Keynote Presentation - Closing the Gap Between Customer Experience Investment and Measurable Revenue Growth

  • Keeping up with forever evolving customer demands and understanding it effect on your bottom line
  • Understanding the correlation between an improved customer experience and business results and...

Speaking:

Eleanor O'Neil

Eleanor O'Neil

Customer Experience Officer , Workshare

Keynote Presentation - Closing the Gap Between Customer Experience Investment and Measurable Revenue Growth

October 9 | 15:15 - 15:55

  • Keeping up with forever evolving customer demands and understanding it effect on your bottom line
  • Understanding the correlation between an improved customer experience and business results and profitability
  • Accessing funding for customer experience transformation – how to present your business case?

Speaking:

Eleanor O'Neil

Eleanor O'Neil

Workshare

3:35

Afternoon Tea & Networking in the Exhibition Area

Afternoon Tea & Networking in the Exhibition Area

October 9 | 15:35 - 15:55

Speaking:

3:55

Panel Discussion – Driving Service And Product Innovation Through Co-Creation

  • How can brands and customers work together for an improved products and excellent service?
  • Learning from the customer via multi-channel engagements
  • Leveraging technology for surveys, testing, focus...

Speaking:

Dan Moross

Dan Moross

Director of Customer Experience, Moo

Eleanor O'Neil

Eleanor O'Neil

Customer Experience Officer , Workshare

Cheryl Hinton

Cheryl Hinton

Head Customer Operations - Sales and Service , Legal & General

Panel Discussion – Driving Service And Product Innovation Through Co-Creation

October 9 | 15:55 - 16:25

  • How can brands and customers work together for an improved products and excellent service?
  • Learning from the customer via multi-channel engagements
  • Leveraging technology for surveys, testing, focus groups and prototype/beta-testing

Speaking:

Dan Moross

Dan Moross

Moo

Eleanor O'Neil

Eleanor O'Neil

Workshare

Cheryl Hinton

Cheryl Hinton

Legal & General

4:25

Chair’s Closing Remarks

Chair’s Closing Remarks

October 9 | 16:25 - 16:30

Speaking:

4:30

CCO Europe Drinks Reception & Networking in the Exhibition Area

CCO Europe Drinks Reception & Networking in the Exhibition Area

October 9 | 16:30 - 17:30

Speaking: