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26 Speakers Including BT, Sky & Monetise Insights & Tap Into The Human Behind The Changing Customer Behaviours, Needs, Expectations & Tech!

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

  1. Tap Into The Human Behind The Behaviours: Uncover the truth behind consumer intent and behaviour, emotions and psychology, drivers and expectations
  2. Master Next-Level Journey Mapping: Drive brand engagement and interaction with sophisticated, smooth and personalised customer journeys
  3. Influence Your Customer Journeys & Drive Conversions: Interject and influence in the right places and ways to drive sales
  4. Future-Proof Your Digital Activities: Transform data into actionable insights which drive business objectives and exceed customers' soaring expectations on and offline
  5. Exploit Cutting-Edge Tech & AI: How is it shaping consumer behaviours and influencing ongoing customer interactions?
  6. Anticipate Customer Needs, Apply Advanced Data: Actionable insight modelling to drive business improvements now and in the future
  7. Measure The Customer Voice & Action Valuable Insights & Feedback: Exploit new, innovative research techniques which go beyond the survey to drive excellent customer experiences
  8. 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
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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


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,

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

Carlos Cantu, Director of Marketing EMEA, Twitter

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,

16.30 Chair’s Closing Remarks

16.45 Official Close Of Conference

Book An Exhibition Stand & 2 Delegate Passes For Just £2,499Click 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

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