20:20 Customer Experience Summit
Jul 05-06 2016

20:20 Customer Experience Summit

etc.venues St Paul's, London

250+ Senior Attendees, 30+ Hand-picked Speakers, 14 Focused Sessions, 6 Interactive roundtables


The 3rd annual 20:20 Customer Experience Summit brought together 250+ global customer experience leaders and innovators to share insights and ideas to inspire your CX transformation.

Over two days, delegates heard from thought leaders representing traditional players and new disruptors on key developments in the field, and what they view as the future of CX strategy. Presented with the opportunity to learn from expert speakers and fellow customer experience professionals, they took away fresh ideas on how to become a successful CX leaders.

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Highlights in 2016

  • Heard from the experts on how to ensure customer centricity remains at the heart of company strategy
  • Took part in discussions on how best to demonstrate return on investment
  • Explored the possibilities of personalisation
  • Discovered the best ways to maintain channel development as technology advances
  • Learned about developing emotional connections with your customers through surprise and delight
  • Discussed the most innovative developments in customer experience, including disruption, predicting the next big thing and real-time monitoring and decisioning

Speakers

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More than just a conference

Customer Experience Summit - Breakfast Roundtables, P2P Meetings, Breakout sessions, Evening Reception


Programme

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Tuesday, 5th July 2016

08:15
Breakfast roundtables

Sign up beforehand to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of coffee.

Exploring the future of data ownership

Does customer experience now define your brand?

Evaluating the importance of mobile

09:00
Welcome address by Juliet Knight, Director, Marketforce
09:10
Chair’s opening remarks
Declan Curry

Journalist and Broadcaster

Session One: Excellence in customer experience – keeping customers in the long term

09:15
Designing an experience that inspires loyalty
  • What are the key foundations to building loyalty?
  • Prioritising the focus of loyalty strategy
  • How can you identify the points at which you are losing a loyal customer?
  • What opportunities do new technologies create when attempting to stimulate loyalty?
Andrew Clayton

Global Brand and Customer Experience Director

Bupa

09:35
Understanding how to add more value for your customers
  • How can you develop your service in order to offer more value to customers?
  • Going above and beyond: how to create a mentality of doing more for customers
  • Designing based on a true understanding of customer needs: the benefits for profits
  • The evolution of CRM: can marketing be so effective it becomes a service?
Richard Taylor

Retail Operations Director

Doddle

09:55
Case study: Forming a customer-led organisation
Matt Hammerstein

Head of Customer and Client Experience

Barclays

10:15
Empowering Customers to Help Change Your Business for the Better

With 569 stores in the UK and more than 200 more locations across Europe, China and Asia, New Look is one of the top fast-fashion brands. For much of its history, the company successfully delivered on its promise of low prices, but often at the expense of other elements important to its customers. Amidst rising customer expectations as the megaphone of social media, New Look have undertaken a bold transformation with their customers in the driver’s seat. Chloe Sherriff, New Look’s Customer Service Manager, will discuss specific initiatives the company has instituted across all levels of the organisaiton to elevate customers to the role of co-creators of a reimagined experience.    

James Bolle

Head of Client Services, EMEA

InMoment

Chloe Sherriff

Customer Experience Manager

New Look

10:35
Panel Discussion

Taking customer experience to the next level: winning genuine customer loyalty

  • What are the key strategies for boosting customer loyalty and retention?
  • Why is understanding your customer vital to long-term loyalty? 
  • To what extent are your staff your most important asset for maintaining long-term relationships?
  • Finding the break points that are the easiest to fix and offer the biggest rewards 
  • In what ways can you maintain loyalty as customer needs change and your business model develops?
  • How can you ensure your organisation has the capacity and agility to react?
Richard Taylor

Retail Operations Director

Doddle

Andrew Clayton

Global Brand and Customer Experience Director

Bupa

Matt Hammerstein

Head of Customer and Client Experience

Barclays

James Bolle

Head of Client Services, EMEA

InMoment

Chloe Sherriff

Customer Experience Manager

New Look

11:05
Refreshments

Session Two

Stream A: Revolutionising channel strategy
11:35
Chair’s opening remarks
Declan Curry

Journalist and Broadcaster

11:40
Serving the social customer: how to look good on the social dancefloor

Nicola Millard

Customer Futurologist

BT

12:00
The death of the traditional bank has been greatly under exaggerated

This is the year of disruption, with incumbents from every industry affected, nowhere is this more unexpected than in banking. In this presentation, Darren Collins will share his experiences of working with some of the world’s largest banks and lay out five ways to protect and grow your customer base for 2020.

Darren Collins

Global Director, Financial Services & Insurance

Kofax from Lexmark

12:20
Panel Discussion and Mobile Voting

Predicting future channel innovations

Delegates will now have the opportunity to vote on a series of questions using their mobile devices. What is the main channel of choice for your customers today?

  • What do you expect to be the main channel of choice by 2020?
  • How can you prepare for an unknown?
  • How can you distinguish transformative technology from passing fad?
  • What developments are needed to keep pace with changing customer behaviour?
  • How can you design with the future in mind and avoid another systems overhaul?

Further panellist to be confirmed

Nicola Millard

Customer Futurologist

BT

Darren Collins

Global Director, Financial Services & Insurance

Kofax from Lexmark

Stream B: Nurturing customer engagement
11:35
Chair’s opening remarks
John Berry

Chief Executive Officer

Customer Buyology

11:40
Surprise and delight: developing long term connections
Chris Annetts

Director of Commercial Passenger Services

Heathrow

12:00
Becoming an Experience Business
Jamie Brighton

EMEA Product Marketing Manager

Adobe

12:20
Questions
12:25
Discussions Zones

Zone 1: Collaborating with customers through co-creation

Customers know what they want (most of the time) so involving them in the design process seems like a no-brainer. Join this zone to discuss the benefits of customer ideation and how to put their ideas into practice.

Chris Annetts, Director of Commercial Passenger Services, Heathrow

 

Zone 2: Cultivating brand evangelists

Customers are great but fans are better. They can spread the message about your brand quicker than other marketing tools and can help other customers through their experience. Join Zone 2 to find out more.

Jamie Brighton, EMEA Product Marketing Manager, Adobe

 

Zone 3: Encouraging customer bonding

Creating a sense of community among your customers can engage them more than anything you could do alone but how can you support such relationships without overpowering them? And how can you then use your customer community to benefit the brand? Join this discussion to find out.

James Leech, Head of Customer Services, Argos

Chris Annetts

Director of Commercial Passenger Services

Heathrow

James Leech

Head of Customer Services

Argos

Jamie Brighton

EMEA Product Marketing Manager

Adobe

Stream C: Overcoming the operational challenge
11:35
Chair’s opening remarks
Rodger Oates

Consulting Partner

TCS

11:40
Delivering superb customer experience: working with the systems you have
  • Striking the right balance between meeting customer needs and working within system restraints
  • How important is communication between customer experience and operations teams?
  • How can you ensure systems keep pace with ongoing rapid developments?  
Vittorio Allegranza

Head of Enterprise Operations

Vodafone

12:00
Enabling a 21st Century customer journey
  • Omnichannel operations: satisfying the need to interact with customers on every channel
  • Ensuring a consistent experience across channels
  • Leveraging new technologies to facilitate multi-channel operations
Alex Marsh

Managing Director

Close Brother Retail Finance

12:20
Panel Discussion

Designing a customer experience strategy that is deliverable

  • In what ways is good experience impossible without effective processes?
  • How can you use customer journey mapping to identify the operational break points?
  • How can the limitations of legacy systems best be managed?
  • How should customer experience inform future IT investment?
  • Which new technologies offer the greatest opportunities to revolutionise CX operations?
Vittorio Allegranza

Head of Enterprise Operations

Vodafone

Katy Taylor

Group Director of Customer Experience and Marketing

Go-Ahead Group

Will Beeson

Head of Innovation and Operations

CivilisedBank

Alex Marsh

Managing Director

Close Brother Retail Finance

12:50
Lunch hosted by Adobe

Session Three

Stream A: Anticipating customer experience innovation
14:05
Chair’s opening remarks
Declan Curry

Journalist and Broadcaster

14:10
Case study: how to pre-empt the next big thing

When TFL launched the Oyster Card in 2003 they were fulfilling a need no one had voiced. Now they have 43 million users and Oyster Card technology has not only revolutionised transport but has also changed card payments forever. In this presentation the Mike Tuckett will discuss how the Oyster Card and Contactless Payment Card acceptance has been rolled out.

Mike Tuckett

Head of Transformation Delivery

Transport for London

14:30
Cultivating an ideology of originality: a spotlight on the value of the little things
Daniel Knight

Chief Product Officer

Neos Insurance

14:50
Panel Discussion

Building a future-proofed customer experience strategy

  • How can you ensure the future is always a consideration when making decisions?
  • What changes are needed to make your strategy flexible enough to respond to change?
  • Can data and analytics be used to predict these developments?
  • To lead or to follow? – deciding when it is right to be a customer experience innovator
  • From Millennials to Generation A: should focus shift to the next cohort of customers?
Mike Tuckett

Head of Transformation Delivery

Transport for London

Carolina Vicente

Director of Digital Marketing

Google

Ed Rochfort

Product Director

Carrot Insurance

Daniel Knight

Chief Product Officer

Neos Insurance

Stream B: Maintaining control over customer relationships
14:05
Chair’s opening remarks
John Berry

Chief Executive Officer

Customer Buyology

14:10
How a greater focus on principles can help develop a customer-first industry
  • Understanding the case for change: risks to consumer outcomes in a fast-paced market
  • Where does the responsibility lie? Onus on suppliers and the role of the regulator
  • Voices from all sides: why are consumer groups such a vital component in a customer-first industry?
  • What are the key elements of success? Changing ways of working and engagement 
Neil Barnes

Associate Partner Consumer and Competition

Ofgem

14:30
‘Heard Mentality’: doing business in the age of the Connected Customer

Business dynamics have shifted and new economic norms are emerging. The digital, social and mobile customer is better informed and better connected than ever before. They are no longer concerned with just price and quality. They are complex, multi-dimensional, demanding and vocal. You may or may not believe that the customer is always right but, from this point onwards, they will always be heard. 

Dale Roberts

VP of Professional Services

Clarabridge

14:50
Case study: developing balanced and successful partnerships
Liz Lumley

Director of Global Ecosystem Development

Startupbootcamp

15:10
Questions
Stream C: The opportunities of real-time monitoring and decisioning
14:05
Chair’s opening remarks
Rodger Oates

Consulting Partner

TCS

14:10
Exploring the possibilities of real-time analytics
  • Fixing problems as they happen: why wait until tomorrow when you could do it today?
  • What opportunities lie in offering support and suggestions as customers move through their journey?
  • Avoiding CX catastrophes: how can major disasters be prevented using real-time monitoring?
Jo Mayes

Director of Customer Operations

Business Stream

14:30
20:20 Customer Insight - Navigating the New Data Ecosystem
Sajan Jacob

General Manager, Digital Enterprise Unit

TCS

14:50
Understanding the obstacles to actioning insights instantly
  • Finding relevant intelligence in the mass of available data
  • 24 hour customers: dealing with out-of-hours requirements
  • Ensuring due diligence: supervising real-time interactions
Georgina White

Head of Insight

British Gas

15:10
Questions
15:25
Refreshments and enhanced networking

Session Four: Personalising customer experience

16:05
Chair’s opening remarks
Declan Curry

Journalist and Broadcaster

16:10
Achieving the ultimate: total personalisation
  • To what extent will personalisation be the most important differentiator for customer experience?
  • Balancing personalisation and privacy: designing an experience that is relevant but not intrusive
  • Predictive analytics: the possibilities are endless
  • Do the benefits of total personalisation justify the level of investment required? 
Lennert de Jong

Commercial Director

citizenM hotels

16:30
Convincing and converting the social savvy: building advocates through personalised social media interactions that span the customer journey
  • Evolution of social
  • Reaching the socially savvy
  • Identifying social opportunities throughout the entire customer journey
  • Amplifying the value of social 
James Lewendon

Social Media Lead

Concentrix

16:50
What is personalisation?
Three key questions to ask when considering personalisation
Thomas Ableman

Entrepreneur

Commercial Director, Chiltern Railways

17:10
Questions
17:20
Chair’s closing remarks followed by a drinks reception
Declan Curry

Journalist and Broadcaster

Wednesday, 6th July 2016

08:45
Breakfast roundtables

Sign up beforehand to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of coffee.

The Internet of Things: connectivity in the modern world

Building trust through customer experience

Delighting the B2B Customer

09:30
Chair's opening remarks
Adrian Swinscoe

Customer Experience Strategist

Session Five: The return on investment of customer experience

09:35
Keynote Opening Address

The bottom-line value of customer-centricity

Elena Boisseuil

Global Brand Strategy Manager

Nissan Motors

09:55
Aligning the organisation behind the delivery of a great customer experience
  • Top down commitment: importance to achieve executive buy-in
  • How strong capabilities are essential to support delivery
  • Winning hearts and minds: from commitment to culture
Manuela Pifani

Head of Customer Strategy & Experience

Direct Line Group

10:15
Panel Discussion

Growing revenue and improving efficiency: the power of customer experience

  • Why are organisations now taking customer experience seriously?
  • What lessons can be learnt from industries that have achieved customer experience excellence?
  • Easy wins: how much benefit can you get from simply not upsetting customers
  • New revenue opportunities: where does customer experience come in?
  • The value of customers who like you: customer advocates as the new marketing channel
  • How do you integrate customer experience planning into overall organisational strategy?
  • The benefits of a fully-fledged customer strategy: how can you prove the benefits at the bottom line?
Elena Boisseuil

Global Brand Strategy Manager

Nissan Motors

Manuela Pifani

Head of Customer Strategy & Experience

Direct Line Group

Sarah Fussey

Head of Marketing

Best Western Hotels

11:00
Refreshments

Session Six

Stream A: Automating customer experience
11:30
Chair’s opening remarks
Adrian Swinscoe

Customer Experience Strategist

11:35
Can automated decisioning deliver the personal touch?
  • How will more sophisticated automation change and improve customer experience?
  • How can artificial intelligence make machines more responsive and empathetic?
  • Managing the risks: avoiding the calamity of a malfunctioning machine handling thousands of customers
Sarah Fussey

Head of Marketing

Best Western Hotels

11:55
Using analytics to enhance the power of digital automation
  • Understanding customer needs and how analytics can be used to enhance their experience
  • Developing customer engagement using real-time data
  • Using advanced analytics to automate customer interactions and advice
Will Siddall

Head of Data Science

RWE nPower

12:15
Questions
Stream B: Measuring the success of metrics
11:05
Chair’s opening remarks
John Berry

Chief Executive Officer

Customer Buyology

11:35
Interview

Forecasting the next steps in experience measurement

  • What new measurements are you most excited about?
  • Are metrics the be all and end all when judging the success of your customer experience?
  • What are the best methods to come up with new ways to measure experience?
  • Gaming of measurements: how to manage interference
Hannah Ngoma

Head of Customer Satisfaction

UK Power Networks

Jan Richards

Head of Insights and Planning

Dublin Airport Authority

12:00
Peer-to-Peer Discussion

Gaining a 360˚ view of experience

During this session delegates will have the opportunity to discuss the questions below at their tables.

  • What metrics do you use at your company?
  • How can experience be measured across multiple channels?
  • Should measurement take place after every interaction or should known pain points be prioritised?
  • How can customers be better encouraged to give feedback?
  • What role can independent review sites play in measurement?
12:30
Lunch hosted by Tata Consultancy Services

Session Seven: People who deliver – developing a customer-centric culture

13:45
Chair’s opening remarks
Adrian Swinscoe

Customer Experience Strategist

13:50
"CX in banking is lipstick on a pig"

Legacy banks offer the most basic transactions and data, leaving customers to manage the complex glide path from payday to payday on their own. New digital banks will provide intelligent services rather than fancier interfaces on commodity products: making personal finance simpler, improving customers’ lives, and changing what it means to be a bank.

Jason Bates

Co-founder

Mondo Bank

14:10
Questions

Session Eight: Exploring the effects of disruptors and differentiators

14:15
The challenger perspective: starting with a customer experience vision
  • How do you make customer experience the organisation’s number one priority?
  • What are the key factors of creating an authentic experience?
  • Why is the challenger mind-set so fundamental to delivering extraordinary customer experience?
  • How to instil a customer-led innovation ethos in your institution
Stewart Bromley

Chief Operating Officer

Atom Bank

14:35
Case study: differentiating as a CX leader
José Queirós de Almeida

Cross-Functional Marketing Director

EDP

14:55
Questions
15:00
Chair's closing remarks & end of conference
Adrian Swinscoe

Customer Experience Strategist

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Who attends?

20:20 Customer Experience Summit was attended by 250+ senior CX professionals from across a huge variety of industries including retail, transport, financial services, media, telecoms, utilities and many more. Companies in attendance this year included:

  • 3 UK
  • Adrian Swinscoe
  • Allianz Group
  • Argos
  • Asda Group
  • AT Kearney
  • Atom Bank
  • Banco Santander
  • Bank of Cyprus UK Limited
  • Bank of Ireland
  • Barclays Bank
  • Bawag PSK
  • Best Western Hotels
  • Bouvet
  • British Gas
  • BT
  • Budapest Gas Works Company
  • BUPA
  • Business Stream
  • CaixaBank
  • Carrot Insurance
  • Chiltern Railways
  • Cisco Systems
  • Citipost
  • citizenM hotels
  • CivilisedBank
  • Clarabridge
  • Coca Cola
  • Colmar Brunton
  • Comotion
  • Correos y Telegrafos
  • Coventry Building Society
  • Customer Buyology
  • Dilax
  • Direct Line Group
  • Direct Marketing Association
  • Doddle
  • Dublin Airport Authority
  • EDP Europe
  • Electricity North West
  • Equiniti
  • Erste Bank
  • First Group
  • GB Energy Supply
  • Geberit
  • Go Ahead Group
  • Google
  • Green Man Gaming
  • Greggs
  • GTR
  • Heathrow
  • HelloFresh
  • Hilton
  • Hiscox
  • House of Fraser
  • HSBC Bank
  • INDEVCO
  • InMoment
  • Investec
  • Investec Asset Management
  • John Lewis Partnership
  • Kofax
  • Lexmark International
  • LV=
  • Mando Group
  • Marks & Spencer
  • Matalan
  • Medallia
  • Mondo Bank
  • MotoNovo Finance
  • National Grid
  • New Look Group
  • Nisbets
  • Nissan Motors
  • Nordea Bank
  • Northumbrian Water
  • Ofgem
  • Permanent TSB
  • Phoenix Group
  • Pins
  • Post Office
  • Rabobank Group
  • RBS Cards
  • Renault
  • RWE npower
  • Sainsbury's
  • Santander
  • Scottish Water
  • Screwfix Direct
  • Shell
  • Southeastern
  • SpareBank 1 Forsikring
  • Startupbootcamp FinTech
  • STRATE
  • Synectics Solutions
  • The Caravan Club
  • The Co-operative Bank
  • The Co-operative Insurance
  • The Observer Effect
  • Transport for London
  • UK Power Networks
  • Vizolution
  • VocaLink
  • Vodafone Group

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Concentrix

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Kofax from Lexmark

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Venue Details

etc.venues St Paul's, London
200 Aldersgate, London, EC1A 4HD

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