Henley Centre for Customer Management 17th Annual Conference

The Art of Customer-Centricity: Elevating customer experiences for success

Event information
Date	23 November 2023
Time	9:00-16:30 (Timezone: Europe/London)
Price	£95
Venue	Henley Business School, Greenlands Campus
Event types: Conferences

Join us to explore new perspectives in customer experience, and how our organisations can harness customer loyalty, tackle rising vulnerability, and navigate changing priorities to continue to delight and excite with amazing customer experiences.

We’ll bring together expert guest speakers from a range of industries and academia, each with fascinating stories and perspectives on the changes facing customer service teams in the near future and innovative new ways of engaging with your customers, with facilitated discussions and networking throughout the day.

Who should attend?

All those with a focus on the customer and a responsibility for delivering excellent customer experiences – including directors and general/senior managers in customer service and marketing, as well as CRM professionals.

Register your place

Agenda

09.00	Registration & Refreshments
09.30	Welcome and Introduction to the day Welcome to delegates and an introduction to the agenda for the day	Professor Moira Clark HCCM Director
09.45	The Future of Service is Here We need to think differently How to deliver better customer experience through automation The use of GenAI to revolutionise call resolution	Gadi Shamia Replicant CEO
10.30	Driving Customer Loyalty using Apps We know that building great native Apps leads to more seamless customer experiences and in retail results in higher conversation How can we build on this great foundations to drive a deeper engagement with customer resulting in increased loyalty Bethan will use real life examples from her time leading both the John Lewis and B&Q Apps teams	Bethan Lynch B&Q Head of Product, Customer Commerce
11.15	Coffee Break
11.45	How CX is a critical factor in driving Starbucks’ growth in the UK Explore why improving CX is seen as crucial to driving Starbucks’ growth in the UK Share the importance of data in driving performance improvement at all levels across Starbucks Understand how the Starbucks loyalty programme is instrumental in driving brand engagement	Ashley Fellows Starbucks UK Head of Operations Raj Mistry HGS Head of Private Sector
12.30	Lunch
13.30	Great Service by Great People It’s all about the 9’s and 10’s A little bit of magic dust goes a long way Communication is everything	James Timpson Timpson’s CEO
14.15	CX. So What? Why Customer Experience is so important What is it that customers want and what are brands focussing on? Gaining the experience advantage, what CX leaders do	Helen Bywater-Smith Ipsos MORI Global CX Service Design Lead
15.00	Coffee break
15.15	What does vulnerability really mean? How well do you actually know your customers? Stop demographics and start considering capability and needs to improve CX Using psychographic segmentation to embed inclusion as a service design principle The power of cross sector Collaboration	Mark Bailey Collaboration Network Director & Co-Founder Naomi Sweeting Grand Union Housing Customer Experience Director
16.00	The Key Future Challenges Facing Customer Experience Adapting to changing demographics Technological advancement including hyper-personalisation and AI Omnichannel Integration Sustainability and Social responsibility Data Privacy and Security	Professor Moira Clark
16.30	Closing remarks and end of conference