20 - 21 June, 2017
London, UK

Conference Day One - Tuesday 20th June 2017

8:30 am - 9:20 am Registration and networking coffee

9:30 am - 9:40 am Chairperson's opening remarks and welcome

  • How important is the human element in customer interactions?
  • How can we provide a human touch along the digital customer journey?
  • Is it possible to blend digital experience with authentic, personalized human interaction?

Helene Gullen

Head of Customer Experience

Jenny Burns

Director of Brand and Customer Experience

Tina Dorrington

Customer Experience Manager
Domestic & General

Brigitte Small


10:10 am - 10:40 am Customer Experience: Where do I stand of the CX journey?

10:40 am - 11:00 am Speed networking

A structured networking exercise designed to break the ice and facilitate maximum face-to-face meetings at the event

11:00 am - 11:30 am Morning coffee

11:30 am - 12:00 pm Achieving excellent customer interactions online

Alan Jackson - Customer Experience Manager, AXA
  • How to improve the customer experience with digital automation
  • How to successfully implement online claims
  • Exploring the possibilities and pitfalls of webchat

Alan Jackson

Customer Experience Manager

1:00 pm - 2:00 pm Lunch and networking

2:00 pm - 2:30 pm Taking personalisation of the customer experience to the next level

Jimmy Williams - CEO, Urban Jungle
  • Designing a tailored experience for a specific customer group
  • Understanding how to contact customers through the channel of their choice
  • Moving away from generic messages and offerings
  • Recognising what your customers really want

Jimmy Williams

Urban Jungle

2:30 pm - 3:00 pm CX Cheat Sheet. How to start an effective and efficient multi-country universal CX program

3:00 pm - 3:30 pm Building customer trust in an untrusted industry

Jens Hartwig - Co-Founder, Insure A Thing
  • Creating a simple and modular customer offering that is easy to understand
  • Changing public perception of insurance
  • Using business model innovation to increase retention rates
  • Deploying state-of-the-art customer journey techniques
  • Creating a feel-good environment for customers and employees

Jens Hartwig

Insure A Thing

3:30 pm - 12:00 am Afternoon tea

4:00 pm - 12:00 am Artificial Intelligence: It's all about the customer experience

Mark Southern - Commercial Director, WPA Group

Mark Southern

Commercial Director
WPA Group

4:30 pm - 5:00 pm Using each touchpoint as an opportunity to inspire loyalty

Ingrid Woodward - Former Global Customer Operations Director, AIG
  • Leveraging the wealth of data insurance companies have to advance the customer experience at every touchpoint
  • Taking a proactive approach: Pre-empting customer needs before they arise
  • Identifying your customer segments and understanding how to approach each one differently
  • Taking personalization to the next level

Ingrid Woodward

Former Global Customer Operations Director

4:10 pm - 5:10 pm Roundtable 1: Capturing the voice of the customer to measure customer satisfaction

Alan Jackson - Customer Experience Manager, AXA
  • Capturing a 360 degree view of the customer to better understand their needs and expectations
  • Incorporating feedback into customer experience improvement
  • Measuring customer satisfaction rates to demonstrate the value of customer experience
  • Gaging the voice of the customer across multiple touch points
  • How to act upon voice of the customer feedback

Alan Jackson

Customer Experience Manager

4:10 pm - 5:10 pm Roundtable 2: Keeping the customer at the hear of digital transformation

  • Developing new tools to enhance customer satisfaction
  • Improving front-end customer care
  • Sharing data across multiple touch points
  • Onboarding brokers with digital transformation

4:10 pm - 5:10 pm Personalising the customer experience

  • Creating offers based on customer needs and wants
  • Sending messages that customers find relevant in the chanel of their choice
  • Understanding customer needs and behaviours and using that information to improve personalisation

5:10 pm - 6:40 pm Drinks reception