SAVE UP TO 35%

Hear 10 presentations from leading CX experts including
Microsoft, Ian Golding, Henley Business School
and 5 UK Customer Experience Awards winners



Ian Golding

Ian Golding

Business Stream

Jo Mayes

Business Stream

Jo Mayes

BlueSky

Sally Earnshaw

BlueSky

Sally Earnshaw

Business Stream

Karen Thompson

Business Stream

Karen Thompson

Microsoft

Andrew McGuigan

Microsoft

Andrew McGuigan

River Island

Mike Collins

River Island

Mike Collins

Forrester

Qaalfa Dibeehi

Forrester

Qaalfa Dibeehi


WHY WOULD YOU WANT TO GO



Taking place at Microsoft Headquarters in Reading, this inspiring event is essential for everyone involved in the world of customer experience. In this 1-day event, you will hear 10 presentations from CX experts including UK Customer Experience Awards winners, who will demonstrate the importance of being customer-centric in business. Discover the scope of CX in both B2B and B2C environments from a practitioner and consumer perspective, while looking at what innovation is on the horizon and why the Future is CX.


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WINNERS

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PRESENTATIONS


KEY DATES


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September 2018

Early Bird Offer Ends
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October 2018

Conference Date


Venue
Microsoft UK Headquarters, Thames Valley Park, Reading RG6 1WG




AGENDA


0830 – 0900

Registration


0900 – 0915

Intro: Ian Golding



0915 – 0945


Microsoft – Andrew McGuigan, Director of Worldwide Customer Service Strategy




0945 – 1015


Business Stream with Cap Gemini – Jo Mayes, Director of Customer Operations & Karen Thompson, Principal, Utilities & Operational Excellence




1030 – 1045

BREAK 15 minutes



1045 – 1130


Henley Business School – Moira Clark, Director The Henley Centre for Customer Management and Professor Strategic Marketing at Henley Business School




1130 – 1215


Let’s Get Healthy – Maria Bourke, Managing Director




1215 – 1315

LUNCH 60 minutes



1315 – 1345


River Island – Mike Collins, Sr. Digital Learning | LX | UX Specialist




1345 – 1415


BlueSky  – Sally Earnshaw, Managing Director




1415 – 1445


Sparks Grove – Emily Cullen, CX & Service Design Lead and




1445 – 1500

BREAK 15 Minutes



1500 – 1530


CXellence Consulting – Manuela Pifani – Founder and Managing Director




1530 – 1600



1600 – 1615

WRAP


Please be seated in the room of your first presentation by 09:00 for the start of introductions and at the end of the day remain in your room for the wrap.



CONFERENCE CHAIR


Ian Golding


“The Future is CX is an exciting new conference that will delve deep into the theories of Customer Experience success, from those who live and breathe it, and well-known organisations that are winning awards for their dedication to customer centricity.”
Ian Golding, Conference Chair.



PRESENTERS


Jo Mayes

Director of Customer
Operations

Sally Earnshaw

Managing
Director

Karen Thompson

Principal, Utilities
& Operational Excellence

Andrew McGuigan

Director of Worldwide Customer Service Strategy

Mike Collins

Sr. Digital Learning | LX | UX Specialist

Qaalfa Dibeehi

VP – Consulting & Innovation




TESTIMONIALS


“I am absolutely delighted for the team to win this award. Over the past couple of years there has been a tremendous amount of effort from many people and teams across British Gas to launch our program to enable us to deliver lots of great actionable insight. Ultimately, this has helped us improve the experience for our customers – and this is our number one priority”

Paul Lodwidge Insight Manager, British Gas


“After we won we barely had a chance to sit down again, as we were mobbed; we even had a number of academics coming up to us, keen to know more right away about what it is we do – in terms of networking this has been an invaluable experience for us”

Chris Dunn, COO, FoundIt!


“Being recognised at this level is a real honour. We take tremendous pride in what we do, and we like to think we’re doing a good job, but to hear it from our customers and now to be acknowledged by industry experts is a tremendous compliment. Our staff work tirelessly to make the crossing to and from the Isle of Wight a warm and memorable experience for our customers, so this award truly belongs to them. I could not be prouder of their achievement.”

Kevin George, CEO, Red Funnel