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How Can You Really Profit From The Latest Customer Trends, Insights & Behaviours? 23 Customer Experts From RBS, Nestle & GSK Reveal All! Book Before Next Thursday To Save £200!

Translate Customer Behaviours, Expectations & Journeys Into Actionable & Profitable Customer Strategies: Deliver Real Behavioural Insights & Actionable, Customer-Centric Strategies To Influence Customer Journeys & Decision-Making With Digital & Tech Innovations, Data Deep Dives & Advanced Journey Tracking, Personalisation & Measurement For Ongoing Commercial Success.
A Brand-Led, One-Day Conference & Networking Event, 5th May 2020, One America Square, Central London.

23 Brand-Side Marketing, Customer Experience, Insights & Behaviours Professionals Share Eye-Opening Insights To Tap Into The Latest Consumer Trends, Customer Expectations & Journeys & New Technologies & Digital Channels To Successfully Influence & Predict Future Behaviours & Embed Human-Centred Strategies At The Heart Of The Brand


  1. Tap Into Customer Behaviours, Drivers & Expectations: Unlock the latest consumer trends and habits to stay relevant, competitive and cutting edge
  2. Track & Improve Customer Journeys: Determine changing and evolving preferences and drive improvements to customers’ overall experience
  3. Influencing Customer Behaviours: Uncover magic moments in customer journeys to interrupt, influence and generate brand engagement
  4. Leverage Tech, Tools & AI & Maintain Your Human Touch: Human-centric tech approaches to achieve greater commercial and customer success
  5. The Drive Towards High-Impact, Low-Budget Digital: Stand out from the crowd with insight-led digital strategies to suit your audience and deliver successful omni-channel experiences
  6. The Power Of Personalisation: Data-savvy techniques to achieve a personal customer journey and experience without data protection fallout
  7. Human-Centred Strategies: Affirm the human at the heart of the brand through customer-centric, behaviour-led strategies
  8. Actionable Data Insights: Close the loop and deliver customer-focused operational, product, marketing and strategic insights
  9. Measure The Customer Voice & Impact: Measure your customer voice, temperature-check performance and assess bottom-line impact
  10. Future Customer Behaviours: Confidently cater to the customer of tomorrow with forward-thinking insights into evolving behaviours and demographics

The Customer Behaviours Conference - Insights, Journeys, Expectations At A Glance

23+
Senior-Level Speakers

10
Advanced Topic Streams

100%
Satisfaction Rating Across All 2019 Events

10
Years Leading The Conference Market

1
Inspiring, Exciting Day

Why Attend This Customer Behaviours Conference?


  • 23 Customer Behaviour Leaders Take To The Stage In 1 Inspiring, Compact Day
  • 10 Advanced Sessions Tackling Customer Behaviours, Expectations & Journeys
  • 3 Interactive Panels & Open Q&As - Have Your Say! A) Customer Behaviours,  Drivers & Expectations B) Impactful Technologies C) Human-Centred Strategies D) Behavioural Trends Of Tomorrow
  • 4 Informal Peer-To-Peer Discussions Covering: A) Loyalty & Retention B) B2B C) Millennials & Gen Z D) GDPR
  • Cross-Sector Insights & Case Studies Not To Be Missed!

23 Customer Behaviour & Insight Directors From Industry-Leading Brands Tackle Your Toughest Challenges In 1 Affordable Day: Customer Behaviours • Tracking Journeys • Influencing Behaviours • Technology & AI • Driving Towards Digital • The Power Of Personalisation • Human-Centred Strategies • Actioning Data Insights • Measuring Voice & Impact • Future Customer Behaviour Trends

100% Delegate Satisfaction Rating Across All 2019 Events! Hear What Previous Conference Attendees Think:

'Informative and really useful to get information on what other companies are doing in the area of customer insight.'

‘Informative and engaging. Fantastic speakers and a great forum for networking with peers and industry experts.’

'Really beneficial and useful insight. Very positive and I'm looking forward to implementing some strategies discussed.'

Why Not Get Involved With The Customer Behaviours Conference?

Can You Help Organisations Better Understand Their Customers & Drive Customer Strategy? For more information on how speak, exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email partner@customerbehaviourconference.com

Book an exhibition stand and two delegate passes before next Thursday 12th December for just £1,949+VAT (SAVE £550). Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.

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Translate Customer Behaviours, Expectations & Journeys Into Actionable & Profitable Customer Strategies: Deliver Real Behavioural Insights & Actionable, Customer-Centric Strategies To Influence Customer Journeys & Decision-Making With Digital & Tech Innovations, Data Deep Dives & Advanced Journey Tracking, Personalisation & Measurement For Ongoing Commercial Success.

A Brand-Led, One-Day Conference & Networking Event, 5th May 2020, One America Square, Central London

Please See Below For The Customer Behaviours Conference Programme Outline. For The Full Agenda, Click Here >>

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chairs’ Opening Remarks
John Humphrey, Head of Group Insight, Nestlē UK & Ireland

Customer Behaviours, Drivers & Expectations - Q&A Panel

09.20 Deep Dive Insights Into The Latest Customer Behaviours, Drivers & Expectations For A Real-Life, Business- Applicable & Experience-Enhancing Understanding Of Customers Today

Catriona FerrisConsumer Insight Director, Unilever

Andy BurrellHead of Digital Operations MarketingNokia

Nora Law, Head of Customer ExperienceNuffield Health

Desi Reuben-SealeySenior UX/UI ManagerDebenhams

Alistair WelhamHead of Marketing & Communications, Aegon

Ross AntrobusHead of Behavioural Insights & Business AnalyticsThe Football Association

Tracking Journeys

09.50 Walk In Their Shoes! Gain Understanding Into Changing Customer Behaviours & Evolving Preferences To Improve Journeys & Boost Engagement

Jude NicolHead Of Customer Experience Retirement Solutions, LV=

Influencing Behaviours

10.10 Identify Crucial Intervention Points In The Customer Timeline To Interrupt & Influence Behaviours, Guide Purchasing Paths & Drive Conversions

Jessica SalmonHead of Customer Retention & Value MarketingTelefonica (O2 UK)

10.30 Morning Refreshment Break With Informal Networking

Impactful Technologies - Q&A Panel

11.00 Leverage Technologies, Tools & AI To Transform Our Understanding Of Behaviours & Insights & Exploit Opportunities For Greater Business Success Without Overlooking The Human Behind It All

Kevin ClarkeMarketing Director, UK Business, British Gas

Marek LacinaProgrammatic Marketing DirectorLastminute.com


11.30 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customerbehaviourconference.com


The Drive Towards Digital - Stand Out

12.00 Unlock The Digital World To Gain Clarity On New Shopper Behaviours

Abby ThomasGlobal Head of Customer Operations, Vodafone

12.20 Morning Round Up & Conference Announcements

12.30 Lunch & Informal Networking For Speakers, Delegates & Partners

13.00 Informal Peer-To-Peer Discussions

A) Loyalty & Retention
Jessica Salmon, Head of Customer Retention & Value Marketing, Telefonica (O2 UK)

B) B2B
Devina Thakkar, Head of Customer Experience & Segmentation, British Gas

C) Millennials & Gen Z
Catriona Ferris, Consumer Insight Director, Unilever

D) GDPR

13.30 Afternoon Chair’s Opening Remarks
James Coburn, Group Head of Customer Experience Strategy, Legal & General

The Power Of Personalisation - Data

13.40 Data-Savvy Strategies Which Deliver Effective Personalisation & Generate Positive Customer Experiences

Christina Finlay, Director, Insight & DataNational Trust


14.00 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email partner@customerbehaviourconference.com


Human-Centred Strategies - Q&A Panel

14.30 Ensure The Human Is At The Heart Of The Brand: Customer-Centric Strategies To Fulfil & Truly Align The Business With The Needs Of The Customer

Lynne Pitwood, Head Of Customer Experience, Newcastle Building Society

Greg DunnVice President of Customer Insight, Royal Bank of Scotland

Catherine Yardley, Director, Customer Management Product & Strategy - UK CardCapital One

Maurizio Pedrazzoli Grazioli, Director of Design & User Experience, Kingfisher Plc

15.00 Afternoon Refreshment Break With Informal Networking

Actioning Data Insights

15.30 Now What Do You Do With All That Data? Actionable Insights & Clear Methodologies To Embed Back Into The Business For Robust Operational, Product & Strategic Improvements

Grant BaillieHead of Customer Marketing, The Post Office

Measuring Voice & Impact

15.50 Surveys Are Out, So What’s In? How Best To Measure Your Customer Voice, Temperature-Check Performance & Visualise Company Impact

Fayoz RizvonovGlobal Customer 360 Advance Analytics DirectorGSK

Behavioural Trends Of Tomorrow - Q&A Panel

16.10 Forward-Thinking Insights To Confidently Cater To Customer Behaviour & Expectations In 2020 & Beyond

Mark AndersonHead of Commercial Innovation, The Go-Ahead Group plc

Dawn Spencer, Marketing & Category Director, Kerry Foods

 

16.40 Chair’s Closing Remarks

James Coburn, Group Head of Customer Experience Strategy, Legal & General

16.50 Official Close Of Conference

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Why Not Get Involved With The Customer Behaviours Conference?

Can You Help Organisations Better Understand Their Customers & Drive Customer Strategy? For more information on how speak, exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email partner@customerbehaviourconference.com

Book an exhibition stand and two delegate passes before 9th January for just £1,949+VAT (SAVE £550). Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.