Autumn Term 2016
RETAIL TRENDS WEBINAR SERIES
Wednesday, November 30th
1pm – 2pm
Personalise Or Fail? Four Industry Insiders Debate The Future Of Personalisation In Retail
NATIONAL BUSINESS IMPROVEMENT SUMMIT 2016
Digital Customer Service & Support
Wednesday, November 23rd
DoubleTree by Hilton London Ealing
Directors’ Club Members & Invited Guests
LEADERSHIP WEBINAR SERIES
Wednesday, November 16th
1pm – 2pm
What does the future hold for person-to-person interaction between
organisations and their customers?
LONDON DINNER & DEBATE SERIES
Thursday, November 10th
6.30pm – 9.30pm
Roux At The Landau
The Langham Hotel
How Important Is The Human Touch?
BUSINESS SCHOOL FOUNDATION WEBINAR
Using Intelligent Assistance & Bots To Transform Self-service
Monday, September 19th
12pm – 1pm
Click here to view the brochure
DIRECTORS’ CLUB WEBINAR FESTIVAL: CHAMPIONS & INNOVATORS OF CUSTOMER EXPERIENCE
Day 1
Tuesday, September 20th 12pm – 1pm
Speaker 1
Should we stop doing customer feedback?
James Dodkins, SVP Customer Experience, BP Group
Speaker 2
Making CX the CEO’s number one priority by showing impact with the measures that matter to them most
Charles Bennett, Head of Service Delivery & Chief Customer Officer, The Next Ten Years
Day 2
Wednesday, September 21st 12pm – 1pm
Speaker 1
Feelings – The emotion of customer experience
Morris Pentel, Chairman, Customer Experience Foundation
Speaker 2
What ‘Mad Men’ can teach us about best practice in customer experience
Thomas Cowper Johnson, Insight Director, ServiceTick
Day 3
Thursday, September 22nd 12pm – 1pm
Speaker 1
Trends & Innovations in collecting customer feedback
James Scutt, Head of Customer Value Management, Post Office
Speaker 2
The power behind the phone – Reconnecting the front line, turning up their performance
Gerry Brown, Chief Customer Rescue Officer, The Customer Lifeguard
Day 4
Friday, September 23rd 12pm – 1pm
Speaker 1
Beyond Experience – Intuition
Stewart Bromley, Chief Operating Officer, Atom Bank
Speaker 2
Transforming customer experience – mapping the way to success
Adam Powers, Chief Experience Officer (CXO), BBH
Day 5
Monday, September 26th 12pm – 1pm
Speaker 1
Data, privacy, trust and the impact on customer experience
Adrian Swinscoe, Customer Experience & Service Strategy, Rare Business
Speaker 2
Using biometrics to improve customer experience through faster and simpler authentication
Peter Wilson, Strategic Consultant Customer Analytics EMEA, Verint
Day 6
Tuesday, September 27th 12pm – 1pm
Speaker 1
Why data scientists are not the answer to your customer insight gaps
Paul Laughlin, Founder & Managing Director, Laughlin Consultancy
Speaker 2
Omni CX Operating Model Uncovered
Zaheer Gilani, Independent CX & Digital Transformation Consultant
Day 7
Wednesday, September 28th 12pm – 1pm
Speaker 1
Digital Inclusion and Empowerment – The truth behind the Digital Eagles story
Dave Shepherd, Director, Eagle Labs & Digital Eagles, Barclays UK
Speaker 2
A fresh perspective on managing customer experience with lessons from world class decision makers
David Heneghan, CEO, CX Index
Day 8
Thursday, September 29th 12pm – 1pm
Speaker 1
Are you easy? Driving customer loyalty by making it easy for customers to do business
Gavin Scott, Director, Loaf Training
Speaker 2
How Liberty Global used Customer Journey Mapping to walk in our Customers Shoes
Rod Coleman, European Director of Customer Experience, Liberty Global
Day 9
Friday, September 30th 12pm – 1pm
Speaker 1
How being a passionate customer can make you an innovator
Fiona Macrae, Head of Client Engagement, Travel Insurance Facilities Group
Speaker 2
Competing for the future
Peter Massey, Managing Director, Budd
Day 10
Monday, October 3rd 12pm – 1pm
Speaker 1
Customer Experience Insight: From Research to Prediction
Ian Williams, Director, Jericho
Speaker 2
Accor Customer Experience & Brand Loyalty: Driving Customer Value
Mariana Machado, Customer Behaviour Specialist, Accor
Day 11
Tuesday, October 4th 12pm – 1pm
Speaker 1
Inspiring employees to put the “experience” in the customer journey
Dale Smith, Director of Creation, Bridge Training and Events
Speaker 2
The convergence of brand and customer experience
Stephen Yap, Head of Customer, Ipsos MORI
Day 12
Wednesday, October 5th 12pm – 1pm
Speaker 1
Delivering exceptional customer experiences through EveryDay innovation
Cris Beswick, Strategic Advisor on Innovation, Author & Keynote Speaker
Simon Hill, Founder & CEO, Wazoku – The UKs leading idea management company
Speaker 2
Building an Award Winning Customer Experience
Dan Moross, Director of Customer Experience, MOO