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Henley Centre for Customer Management 17th Annual Conference

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Event information
Date 23 November 2023
Time 9:00-16:30 (Timezone: Europe/London)
Price £95
Venue Henley Business School, Greenlands Campus
Event types:
Moira Workshop

Join us to explore new perspectives in customer experience, and how our organisations can harness customer loyalty, tackle rising vulnerability, and navigate changing priorities to continue to delight and excite with amazing customer experiences.

We’ll bring together expert guest speakers from a range of industries and academia, each with fascinating stories and perspectives on the changes facing customer service teams in the near future and innovative new ways of engaging with your customers, with facilitated discussions and networking throughout the day.

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Who should attend?

All those with a focus on the customer and a responsibility for delivering excellent customer experiences – including directors and general/senior managers in customer service and marketing, as well as CRM professionals.

Register your place

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Registration & Refreshments


Welcome and Introduction to the day

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

Professor Moira Clark


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


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
Head of Product, Customer Commerce


Coffee Break


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
Head of Private Sector




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


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

Helen Bywater-Smith
Ipsos MORI
Global CX Service Design Lead


Coffee break


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


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


Closing remarks and end of conference

Contact us

Aleena Raja, Client Relationship Executive (HCCM)

For more information, please

Telephone: +44 (0)118 378 5796
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