Henley Centre for Customer Management 17th Annual Conference

09.00

Registration & Refreshments

09.30

Welcome and Introduction to the day

• Welcome to delegates and an introduction to the agenda for the day

09.45

The Future of Service is Here

• We need to think differently
• How to deliver better customer experience through automation
• The use of GenAI to revolutionise call resolution

Gadi Shamia
Replicant
CEO

10.30

Driving Customer Loyalty using Apps

• We know that building great native Apps leads to more seamless customer experiences and in retail results in higher conversation
• How can we build on this great foundations to drive a deeper engagement with customer resulting in increased loyalty
• Bethan will use real life examples from her time leading both the John Lewis and B&Q Apps teams

Bethan Lynch
B&Q
Head of Product, Customer Commerce

11.15

Coffee Break

11.45

How CX is a critical factor in driving Starbucks’ growth in the UK

• Explore why improving CX is seen as crucial to driving Starbucks’ growth in the UK
• Share the importance of data in driving performance improvement at all levels across Starbucks
• Understand how the Starbucks loyalty programme is instrumental in driving brand engagement

Ashley Fellows
Starbucks UK
Head of Operations

Raj Mistry
HGS
Head of Private Sector

12.30

Lunch

13.30

Great Service by Great People

• It’s all about the 9’s and 10’s
• A little bit of magic dust goes a long way
• Communication is everything

James Timpson
Timpson’s
CEO

14.15

CX. So What?

• Why Customer Experience is so important
• What is it that customers want and what are brands focussing on?
• Gaining the experience advantage, what CX leaders do

15.00

Coffee break

15.15

What does vulnerability really mean? How well do you actually know your customers?

• Stop demographics and start considering capability and needs to improve CX
• Using psychographic segmentation to embed inclusion as a service design principle
• The power of cross sector Collaboration

Mark Bailey
Collaboration Network
Director & Co-Founder

Naomi Sweeting
Grand Union Housing
Customer Experience Director

16.00

The Key Future Challenges Facing Customer Experience

• Adapting to changing demographics
• Technological advancement including hyper-personalisation and AI
• Omnichannel Integration
• Sustainability and Social responsibility
• Data Privacy and Security

Professor Moira Clark

16.30

Closing remarks and end of conference