Customer-Centric Strategies, Journeys, Experiences & Marketing: Monetise Insights Into Changing Customer Behaviours, Needs & Expectations - Tap Into The Human Behind The Behaviours & The Tech!
A One-Day, Brand-Led Conference & Networking Event, 30th April 2019, One America Square, London
26 Cross-Sector Professionals Share Their Insights On How To Influence Customer Journeys, Harness The Customer Voice, Apply Savvy Digital & Data Approaches & The Latest Tech For Better Customer Experiences, Greater Conversions & Boosted Brand Engagement
- Tap Into The Human Behind The Behaviours: Uncover the truth behind consumer intent and behaviour, emotions and psychology, drivers and expectations
- Master Next-Level Journey Mapping: Drive brand engagement and interaction with sophisticated, smooth and personalised customer journeys
- Influence Your Customer Journeys & Drive Conversions: Interject and influence in the right places and ways to drive sales
- Future-Proof Your Digital Activities: Transform data into actionable insights which drive business objectives and exceed customers' soaring expectations on and offline
- Exploit Cutting-Edge Tech & AI: How is it shaping consumer behaviours and influencing ongoing customer interactions?
- Anticipate Customer Needs, Apply Advanced Data: Actionable insight modelling to drive business improvements now and in the future
- Measure The Customer Voice & Action Valuable Insights & Feedback: Exploit new, innovative research techniques which go beyond the survey to drive excellent customer experiences
- Mission-Critical Storytelling Results: Proven methods of selling your insight story internally to senior decision makers with engaging, compelling business cases
PLUS! Why Attend The Customer Behaviours Conference - Insights, Journey, Expectations?
- 26 Cross-Sector Speakers Take To The Stage To Unveil Fresh Thinking On Customer Behaviours, Needs & Expectations
- 2 Interactive Panels Focused On: 'Behaviours, Expectations & Drivers' and 'New Tech & AI'
- Data Case Studies
- 3 Facilitated Peer Discussions: 'Loyalty & Retention', 'Personalisation' and 'Communities'
- Customer Centricity & Voice Case Studies
- Five-Minute, Quick Fire Behaviours Intro
- Senior-Level Networking
- Open Q&A
Behaviours, Expectations & Drivers • Mapping Customer Journeys • Influencing Customer Journeys • Digital Channels • Customer Centricity • New Tech & AI • Advanced Data • Measuring The Customer Voice • Data Matchmaking • Storytelling Results
‘Really educational. Great to hear from such a diverse range of speakers representing different organisations and topics.’ InterContinental
'Really beneficial and useful insight. Very positive and I'm looking forward to implementing some strategies discussed.' Barclaycard
'Informative and really useful to get information on what other companies are doing in the area of customer insight.' NFU Mutual
Customer-Centric Strategies, Journeys, Experiences & Marketing: Monetise Insights Into Changing Customer Behaviours, Needs & Expectations
Tap Into The Human Behind The Behaviours & The Tech. A One-Day, Brand-Led Conference & Networking Event, 30th April 2019, One America Square, London
08.30 Registration, Coffee & Informal Networking
09.00 GIC Welcome & Morning Chairs’ Opening Remarks
Mark Billingham, Customer Operations Director, Shop Direct
Quick Fire Introduction - Customer Behaviours
9.20 ATTENTION!
In a world where attention spans are getting shorter, get ready to test yours in this powerful, thought- provoking and timed overview of customer behaviours which proves how much information you can absorb in just five minutes.
Enrico Nonino, Head Marketing UK, lastminute.com
Behaviours, Expectations & Drivers - Panel
9.30 Keep Up With Evolving Customer Behaviours, Needs & Expectations & Uncover The Hidden ‘Why’ Behind The Behaviour For A Truly Customer-Centric Customer Experience
Mike Johnstone, Director, Marketing Strategy, Volvo Car UK
Georgina Lewis, Head of Marketing, The Football Association
Karen Ehrlich, Global Brand Director Gin, Pernod Ricard
Ellie Mickleburgh, Marketing Director, Ageas
Case Study
10.10 Never Miss A Trend Again By Adopting An AI-Led Approach
Steve King, CEO and Co-Founder, Black Swan Data
Mapping Journeys
10.30 Sophisticated Strategies To Deliver Smooth & Personalised Customer Journeys Which Drive Brand Engagement & Interaction
Georgina Boyd, Head of Marketing, United Kingdom & Ireland, Schwarzkopf Professional
10.50 Morning Refreshment Break With Informal Networking
Influencing Journeys
11.20 Take Your Customer Journeys To The Next Level By Influencing Your Customers Along The Way & Driving Conversions
Nick King, Insight Director, Auto Trader
Is AI The Future Of Customer Experience?
11.45 Explore Common Challenges When Implementing AI Into Your Customer Experience Strategy & Learn How AI Can Really Meet Your Business Objectives & Enhance Your Customer Experiences
Tiffany Carpenter, UKI Head of Customer Intelligence Solutions, SAS
Digital Channels
12.00 Integrate Your Online & Offline Activity By Expertly Transforming Data Into Actionable Insights Which Drive Business Objectives & Meet Customer’s Soaring Expectations
Sarah Vigrass, Data & Insights Director, Treatwell
Customer Centricity - Case Study
12.20 Customer Behaviours Which Come To Life – Use Insights & Storytelling To Put The Customer At The Heart Of Your Business
Lisa Quinlan-Rahman, Executive Director of Customer Strategy & Experience, Scope
Julia Mazorodze, Head of Customer Attraction & Experience, Scope
12.40 Lunch For Delegates, Speakers & Partners
13.10 Informal Peer-To-Peer Discussions
A) Personalisation: Ellie Inman, Qualitative Research Manager, Strategic Insight, Sky
B) Loyalty & Retention: Alison O’Brien, Director of Insight & Customer, Rugby Football
C) Communities: Rob Hardy, Customer Insights Manager, Cambridge University Press
D) Search: Fabian Tiefenbacher, E-Commerce Manager UK Hotels, Dorchester Collection
E) Monetising Your Customer Journey With The Power Of Data And AI: Ollie Sheerin, Customer Experience Evangelist, SAS
13.40 Afternoon Chair’s Opening Remarks
Keith Fletcher, Head of Customer Journey Change Programme, E.ON
New Tech & AI - Q&A
13.50 Harness & Exploit New, Cutting-Edge Tools, Technologies & Strategies To Influence Customer Behaviours
Nick King, Insight Director, Auto Trader
Cynthia Vega, Global Product & Marketing Lead, Ai Toolkit (STAN), Kantar Analytics
Dr Nicola Millard, Head of Customer Insight & Futures, BT
Global Urban Mobility
14.30 Unpicking the Universal and the Esoteric Amongst Commuters in the World’s Biggest Cities
Bianca Abulafia, Insight Director, Kadence International
Rupert Sinclair, Insight Director, Kadence International
Measuring The Customer Voice - Case Study
14.45 Beyond The Survey – Harness The Customer Voice & Action Valuable Insights From Customer Feedback With New, Innovative Measurement Research Techniques
Maciej Partyka, Global Head of Customer Insights, Barclaycard
15.10 Afternoon Refreshment Break With Informal Networking
Data Matchmaking
15.40 Proactive, High-Impact & Innovative Approaches To Keep Up With Changing Needs & Expectations Of Customers By Actioning Insights To Deliver More Delight
Jan Richards, Head of Insights & Planning, Dublin Airport
Storytelling Results
16.05 Mission-Critical Methods On How To Sell Your Insight Story Internally By Successfully Conveying The Facts To Engage Senior Decision Makers
Enrico Nonino, Head Marketing UK, lastminute.com
16.30 Chair’s Closing Remarks
16.45 Official Close Of Conference
Book An Exhibition Stand & 2 Delegate Passes For Just £2,499. Click here to book your stand. Stand space is limited and will be issued on a first-come, first-served basis.
Can you help organisations monetise insights into customer behaviours? For more information on how to get involved, please call +44 (0) 20 3479 2299 or email partner@customerbehaviourconference.com
