In association with

The Customer First Group logo

25 - 26 SEPTEMBER 2019  |  APEX ROOM, OLYMPIA

Conference Programme

Conference Programme

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25 Sep 2019
    • Keynote
    Learn about both the strategic building blocks required to drive lasting customer centricity as well as the basic fundamental levels of service and experience expected by consumers.
    • Keynote
    Disrupting within your own organisation and sector in order to build loyalty.
    • Panel
    Practical tips on how to deliver the joined up experience expected by consumers.
    • Interactive session
    Is there one really obvious thing that lots of companies do badly? That absolutely kills marketing and growth work? In this talk, Craig will share a valuable secret. In 12 years of optimising growth f ...
    • Keynote
    How to keep your existing customers happy while creating a proposition that attracts new customers.
    • Fireside chat
    How the UK's leading zoo has created a mission-focused culture across the organisation with empowered colleagues all pulling in the same direction to drive visitor satisfaction and engagement.
    • Keynote
    Learn about the building blocks required to deliver a brand with purpose and differentiation.
    • Keynote
    TBA
    • Keynote
    Understand the role of different social media channels and how to leverage each drive commercial outcomes and expected levels of service.
    • Fireside chat
    The drivers and process for successfully transforming your culture to one that drives customer centricity.
26 Sep 2019
    • Keynote
    No one size fits all. Learn how data has driven insight to create a competitive advantage within one of retail's most competitive categories.
    • Keynote
    • Panel
    How to effectively engage with staff on the front line and the ideas they can generate that can fundamentally improve the sales and profitability of a business.
    • Keynote
    How to transform existing teams and capabilities while focusing everyone on the metrics that matter.
    • Panel
    Understand where the key barriers are on the customers path to purchase and what can be done to remove these and deliver a frictionless experience for customers.
    • Fireside chat
    How to transform a legacy business with a lack of customer focus to one where customer insight and delivering first class customer experiences are at the heart of all we do.
    • Fireside chat
    Great customer experience doesn't require expensive technology solutions or over engineered processes. Learn how to deliver great service through great people and effective customer engagement.
    • Interactive session
    The biggest shift in consumer behaviour and expectations is around the environment and the impact of fast fashion, packaging and other elements. Learn how to create a socially responsible business.
  1. Findings from Clearpay's white paper on millenials.
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