Business Design Centre, London Shaping the future of the …€¦ · Williams from Boohoo; or a...

Book now to get the best rate atwww.terrapinn.com/customerfestival2015

8 - 9 September 2015Business Design Centre, London

Organised byPart of

Shaping the futureof the Customer journey

15thAnnuAl

it’s All aBout the customerConsistently delighting your customer at every touchpoint is hard.

A powerful combination of people and technology challenges often frustrates us. Yet some companies seem to manage better than

others. What’s their secret? What do they do differently?

Join us at Europe’s Customer Festival to get the ideas and make the connections that will help you tackle your challenges and more

effectively shape the future of your customer’s journey.

Book now on www.terrapinn.com/customerfestival2015 or contact Andrew Kerry on +44 (0) 207 092 1195 or [email protected]

customer festival

Build brand ambassadors

Use your data assets to deliver true value back to your customers

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Exceed expectations and create

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“I've enjoyed the variety of companies joining,

there's a very mixed group of technology providers,

retailers, banks.”Ivan Pintar, Google


Why AttenD?Why should you invest valuable time in attending this event?

1. Get new ideasKeeping up with customer expectations is an endless task. At Europe’s Customer Festival you will hear from the leading brands across Europe as they share insights which will help you stay one step ahead.

From customer loyalty to big data analytics, from innovative payment solutions to new omnichannel strategies, from customer engagement to customer experience, you will learn from the best and brightest marketing experts across Europe.

2. Form new relationshipsWhatever challenge you are facing in delighting your customers, you won’t be alone. At Europe’s Customer Festival you’ll meet new people; peers, industry gurus, new suppliers and new customers. This is a networking event.

3. From across Europe (and beyond)Unlike many events, our speaker faculty is truly international. With talks from Mercedes-Benz's German head office to the director of commercial operations at Vodafone in Italy. From Lego’s base of operations in Denmark to Coca-Cola’s USA operation. All speaking alongside some of the top marketers in the UK, this is an international event.

4. The best marketing talent pool in Europe This year’s show truly brings together the cream of the crop from the marketing world. If you want to hear serial success stories like Deborah Meaden from Dragons Den or Peter Williams from Boohoo; or a selection of the top chief marketing officers from the likes of Britvic, Telefonica, Direct Line, Thomas Cook then this is the event for you.

5. Not a trade showThis is not the largest gathering of marketers in Europe. This is a gathering of the best. This means that participants are high level and qualified. Whether you are a retailer or a solution provider, the people you meet will be at your level.

Deborah MeadenInvestor & TV Dragon

Eamon FitzGeraldManaging Director

Naked Wines

Paul LyonChief Technology Officer

Go Outdoors

Yossi ErdmanHead of Brand & Social Media

ao.com

Gerhard FourieGlobal Brand Strategy

Nissan

Cristina AstorriMarketing Director

Kabbee

Brian StewartHead of Insight

British Gas

Brendan LeeceInternational Customer Experience Manager

Eon

Dan HawkesHead of Corporate Sales

PerformanceEuropcar

Matthew BarwellChief Marketing Officer

Britvic Plc

James BagleyMarketing Director

Naked Wines

Terry CordeiroHead of Proposition

Development for TransformationLloyds Banking

Danielle AndersonDirector of Digital Experience

Harris + Hoole

Jay KarsandasDigital Marketing Manager

Carphone Warehouse

Marco RyanChief Digital Officer

Thomas Cook

Rocky AtkinsDirector of Customer Service at Hutchison

3G

Natanael SijantaHead of Global Advertising,

Fairs and ExhibitionsMercedes Benz

Andrew GallagherSenior Marketing Director

Papa Johns

Sam ThomsonUK Marketing & Values Director

The Body Shop

Peter WilliamsChairman

Boohoo.com

Ellie KirkGroup Director of Loyalty

and RetentionOrange Group

Ed ChildHead of Customer Data & Marketing Effectiveness

ASDA

Annabel KilnerCountry Manager

MADE.COM

Philippe RondepierreHead of Marketing

SPAR

Nina BibbyMarketing and

Consumer DirectorTelefonica

Lucia HargasovaDirector of Branding

Swarovski

Ted RubinSocial Marketing Strategist,

Brand Evangelist & Acting CMOBrand Innovators

Luke GriffithsGeneral Manager

eBay

Anna DomingoMarketing Director

View from the Shard

Mark EvansChief Marketing Officer

Direct Line Group

Mary FlynnEuropean Director of

Customer ServiceNetflix

Jonathan ZatlandMultichannel Manager

Etsy

Debra WalmsleyHead of Customer Research &

InsightBritish Airways

Marc EllamHead of Passenger & Digital

CommunicationsHeathrow Airport

Manaaz AkhtarRegional Marketing Director

Subway

Bobby BrittainMarketing, Strategy and

Activation DirectorCoca Cola

Dominic GrounsellGlobal Digital

Marketing DirectorTravelex

Doug GlenwrightGeneral Manager, Retail

TransformationTUI Group

Martin AldenHead of B2B Partnerships

Wickes

Barbara CominelliDirector of Commercial

and OperationsVodafone

Dan SofferVice Presdient Business

Development, & GMVerifone

John MunnellyHead of Operations

John Lewis

Wander BruijelHead of Brand, Communications

& Digital UK & IrelandPhilips

Chris BrindleyManaging Director

Metro Bank

Jeremy CorenbloomMarketing Director

Match.com

James LeechDirector, Contact Centres and

Customer ServicesArgos

Nick AmesHead of Marketing

Swissport

Allan StewartVice President Digital

MarketingJagex

speakersclAss of 2015

sessions not to miss


deborah meadenInvestor & TV Dragon

Breathe fire into your customer service

Deborah Meaden refutes the idea that the customer is king, preferring to see them as respected friends and she uses this attitude to get closer to them.

Deborah will explain the importance of understanding what customers want, how to talk the same language as them and forge a lasting friendship.

Deborah believes: “We should certainly care about their opinions and deal with their problems, but also recognise the limits of the relationship.”

natanael sijantaHead of Global Advertising, Fairs and Exhibitions, Mercedes Benz

Connecting with your customers personal lifestyle environment

The market is changing and big brands such as Mercedes-Benz have recognised the need to make their image more approachable and integral – all with the view of

creating a brand fan base.

Natanael will reveal their latest efforts to create a world of Mercedes-Benz personal experiences and outlining just how you can transform your customers into fans and

in turn make them the most convincing brand messengers out there.

matthew barwellChief Marketing Officer, Britvic

Make your campaigns matter

Named in the Power 100 Marketers for 2014, Matthew Barwell, Chief Marketing Officer, Britvic is enjoying an exciting time for the business and he’ll be explaining the importance of mattering to more people and not simply targeting consumers.

mark evansMarketing Director, Direct Line Group

Help customers see the true value of your product beyond price

If you have ever struggled to get your customers to see the true value of your product beyond the price tag, then you need to hear from Mark Evans, Marketing Director, Direct Line. Mark will be explaining why Direct Line went back to basics and how it helped them to understand where the unmet needs of the market lay.

nina bibbyMarketing and Consumer Director, Telefónica

Defining your brand position: The O2 Story

Recently named in the Power 100 UK's top marketers, Nina believes that trust, respect and loyalty are key to forming long-standing relationships between people and brands.

She will be delivering a plenary session which will tell the audience of leading retail, telco, travel and leisure organisations from across Europe how they can build an engaging brand in the digital age.

chris brindleyManaging Director, Metro Bank

What’s the secret to happy customers? A journey to creating the ultimate customer experience

Metro Bank has designed an award-winning experience that has helped them win business from very established competitors.

Chris will share how through a blend of innovative customer engagement, a customer-focused culture

and the right metrics mix, Metro Bank has taken on the big boys in banking… and won.

“Experts from multiple industries covered an array of topics, from web chat to e-mail

marketing, on-line versus in-store shopping, aligning print and digital media and leveraging social intelligence to enhance the customer

experience. With a mixture of panel discussions, interviews, keynote presentations and interactive

workshops, the session tracks offered participants the opportunity to engage with both the featured speakers and their fellow

conference attendees.”

Rusty Warner, SDL

PersonaliSed LoyaLty Schemes at ScAle PersonaliSed experiences for the masses Driving Acquisition And LoyaLty

Conference Day 1 tuesDay 8 September 2015 1 of 3

10:00 MORNING REFRESHMENTS AND NETWORKING BREAK

CHAIR’S OPENING REMARKS

09:00Breathe fire into your customer service• Learn why Deborah Meaden refutes the idea that the customer is ‘king’ and prefers to see them as

respected friends• Understand how she has used this approach to recognise what customers want, how to talk the same

language and forge a lasting relationship • Find out how to care about their opinions and deal with their problems, but also recognise the limits of

the relationship

Deborah Meaden, Investor & TV Dragon

09:20Making your campaign matter more to consumers • Increase emotional loyalty by moving away from ‘targeting consumers’ to ‘mattering to consumers’• Engage your customers on an emotional level with a more ‘human’ campaign • Broaden your appeal to new wider audiences by adjusting your marketing strategy

Matthew Barwell, Chief Marketing Officer, Britvic

09:40Defining your brand position: The O2 Story• Drive brand value with a unique value proposition and brand promise• Give your brand a ‘personality’ your customers can follow• Forge consumer loyalty by creating a timeless narrative for your brand

Nina Bibby, Marketing and Consumer Director, Telefonica

Driving customer loyalty• Boost customer retention with a pan-european loyalty

card scheme • Increasing loyalty by entering a global brand

partnership, The Liverpool FC Story• Providing consistency in a brand’s tone of voice across

Europe’s diverse regions

The omni-channel approach: Nail that seamless experience to stay ahead of the competition• Deliver brand values and messages consistently across

all channels• Deliver a seamless transition from channel to channel

allowing the customer to pick up where they left off in the purchasing process

• Optimise your customer experience across all devices

Case study: What’s the secret to happy customers? A journey to creating the ultimate experience• Build a challenger brand using customer experience as

your USP• Win business from established competitors by blending

innovative customer engagement and customer-focused culture

• Ensure your business has the right people, processes and culture to deliver the ultimate customer experience

11:00

Manaaz Akhtar, Regional Marketing Director, Subway

Eamon FitzGerald, Managing Director, Naked Wines James Bagley, Marketing Director, Naked Wines

Chris Brindley, Managing Director, Metro Bank

Looking 5 years ahead: The future of customer loyalty • Discover the impact the voice of the customer will have

on future loyalty schemes• Understand why defining a set of operational “brand

values” is key to clearly defining multi-channel rational• See the “value” of customer experience to your brand

and its impact on loyalty

Creating a seamless multi-channel experience to give customer freedom• Maintain a unified experience for the customer across

all channels • Identify breaks in multi-channel communication by

mapping your customers’ journey • Ensure your business has the right people, processes

and culture to achieve multi-channel success

Personalising your customer experience • Achieve scale and grow in new markets while never

losing sight of the basics of great customer service• Embed a customer centric culture using empathy,

honesty and authenticity as the core for an outstanding service

• Manage personalised customer experience on a global stage

11:20

Ellie Kirk, Group Director of Loyalty and Retention, Orange Group

Barbara Cominelli, Director of Commercial and Operations, Vodafone

Mary Flynn, European Director of Customer Service, Netflix

Driving customer loyalty• Understand the challenges associated with encouraging

busy Londoners to stay loyal to one taxi firm • Combat increasing competition using data led loyalty

schemes • Use your loyalty data to create personalised loyalty

experiences for your customers

Better understanding the ROI from your marketing mix

• Evaluate the effectiveness of your marketing mix

• Invest in the best marketing channels by measuring

ROI with correct metrics

• Ensure your content reaches the right audience

Moving from personalization to individualization in

customer service

• Understand the importance of a data-driven CX design

• Structure experiences around customer journeys

• Ask how customer data can inform each interaction

11:40

Cristina Astorri, Marketing Director, Kabbee

Lucia Hargasova, Director of Branding, Swarovski

Rocky Atkins, Director of Customer Service at Hutchison, 3G

Conference Day 1 tuesDay 8 September 2015

roundtaBles

12:40 NETWORKING LUNCH

Building personalized loyalty programs

Can your brand ride the social storm?

How personal can personalisation be?

12:00

1 1 1

Can you buy customer loyalty?Infusing customer experience into product development

Adopting a mobile first mind-set2 2 2

Building loyalty through emotional engagement and positive positioning

Providing a personalised offering to the masses

Thinking outside the box: Gamification3 3 3

engaging online & in perSon CommerciaLisation of Big Data omni-channel Payment integration

Launching a new brand on a global scale: The Coke Life story • Launch a new brand at scale with creative and

innovative marketing campaigns globally • Create genuine brand love and attachment by

delivering unique and personalised marketing • Why marketers need an open dialogue with supporters

and detractors

14:00

Bobby Brittain, Marketing, Strategy and Activation Director, Coca Cola

Measuring the success of your sharable content • The importance of monitoring and measuring content

across all channels• What are the right methods of measurement and what

the KPIs could look like• How match.com is using its own KPIs to relate to

different parts of the customer journey

What will retail and E-commerce payments look like in the next 2 years?• What changes in the mobile landscape will retailers

focus on in the next 2 years?• How will the ‘Internet of Things’ impact retailers as its

popularity grows• How can you be sure to back a winning payment

technology?

Jeremy Corenbloom, Marketing Director, Match.com

Paul Lyon, Chief Technology Officer, Go Outdoors

Bringing the online, offline• How an online retailer entered the material world

launching a wholesale business • How to capture the magic of an interactive online

website, in-store• Bringing your online customer offline, while also

attracting new business

14:20

Jonathan Zatland, Multichannel Manager, Etsy

Big wins with big data: Building the right models to create more targeted messages • Improve your single customer view with big data

analytics and visualisation• Remain relevant to your customer base in your

messaging using big data visualisation • Integrating big data systems into your single customer

view goals

Transforming payments across all channels• How mobile players from across the ecosystem

are innovating to create a better consumer mobile experience

• A look at what the banks, operators, card issuers and payment service providers are doing within this space and what threat new entrants pose

• What does the ultimate mobile wallet look like?

Ed Child, Head of Customer Data & Marketing Effectiveness, ASDA

Terry Cordeiro, Head of Proposition Development for Transformation, Lloyds Banking

Connecting with your customers personal lifestyle

environment

• Get closer to customers by connecting with their

personal lifestyle

• Become more approachable and integral to your

customers

• Be a lasting part of your target group’s world by

personalising your offerings

14:40

Natanael Sijanta, Head of Global Advertising, Fairs and Exhibitions, Mercedes Benz

“Seeing the forest for the trees” Translating complex

data into valuable customer insight

• Achieve multichannel delivery of customer insight with

big data analytics

• Identify customer trends with real time big data

architecture

• Identify the right metrics to use for segmenting your

customers using big data visualisation

Mobile Retail: Delivering contextual experiences to drive loyalty and spend • Provide consumers with an intuitive and seamless

experience combining commerce and mobile • Drive the use of mobile payments using enabling

technologies such as NFC, QR codes and beacons • How the mobile ecosystem is innovating and disrupting

the retail landscape to offer an end-to-end retail experience

Brian Stewart, Head of Insight, British Gas

Dan Soffer, Vice Presdient Business Development, & GM, Verifone

2 of 3

Conference Day 1 tuesDay 8 September 2015

roundtaBles

15:40 AFTERNOON REFRESHMENTS AND NETWORKING BREAK

17:10 CHAIR’S CLOSING REMARKS AND NETWORKING EVENING DRINKS

Capturing the voice of your customer in your CRM

Customer analytics: Game changer for customer loyalty?

Achieving mobile payment success

15:00

1 1 1

Building a customer experience led CRM system

Real-Time retailing in the age of big data

How to win the digital wallet war2 2 2

Developing a winning Mobile CRM Application

Social data's pulling power: Build your brand

In store innovation: online innovation to bricks and mortar

3 3 3

16:10Build greater intimacy with clients and profit from ROR: Return on relationship

• Build greater intimacy with your customers naturally

• How to look your customers in the eyes ‘digitally’

• Methods to increase trust, loyalty and advocacy

Ted Rubin, Social Marketing Strategist, Brand Evangelist & Acting CMO, Brand Innovators

16:30Social media - is it a blessing, or a curse?

• How social media is allowing customers to deliver the naked truth about their experiences

• How to maintain strong customer relationships and establish consistent customer support through social media

• The trials and tribulations encountered when responding to negative customer feedback

James Leech, Director, Contact Centres and Customer Services, Argos

16:50Engaging social media content to life: Bringing a boring category to life

How AO.com have used social media to attract and engage 1.5m users with the ‘boring’ topic of washing machines

• Generating high engagement by using social media in a fun way to contribute to company brand and sales

• How to measure your success on social media and use this measure to improve future use

Yossi Erdman, Head of Brand & Social Media, ao.com

3 of 3


PersonaliSed LoyaLty Schemes on ScAle PersonaliSed experiences for the masses Driving Acquisition And LoyaLty

Conference Day 2 Wednesday 9 September 2015

10:00 MORNING REFRESHMENTS AND NETWORKING BREAK

CHAIR’S OPENING REMARKS

09:00Evolving and adapting in an omni-channel world• Shaping your omni-channel proposition around customer expectation• Predicting which technologies will act as the agent of change• How to deliver omni-channel enabled payments and retail

Peter Williams, Chairman, Boohoo.com

09:20Helping customers see the true value in a product beyond price• Stay competitive based on the value of your product or service to consumers• Leverage your products strengths and brand experience• Sharing the ‘value is long term, price is short term’ mantra with your customers

Mark Evans, Chief Marketing Officer, Direct Line Group

09:40Getting eye to eye with your customers • Taking a ‘high tech, high touch’ approach to multimedia marketing• Launching a successful omni-channel campaign with global reach• Creating personalised experiences by seeing through the eyes of your customer

Marco Ryan, Chief Digital Officer, Thomas Cook

Turning customers into brand advocates

• Engage your customers around their interests and

passion points

• Improve your content marketing tool kit

• Producing the right content and distributing it in the

best way

What will a typical omni-channel customer experience look like by 2017?• How will the role of the bricks and mortar store change

in the next two years?• What role will mobile play in the omni-channel journey

of 2017?• Which omni-channel technology innovations will offer

the best ROI in the next two years?

How British Airways successfully measure customer experience excellence• How BA developed an intelligent customer feedback

mechanism that allowed them to hear their customers • Interpret real events from feedback and delight

customers with real outcomes• Develop a real-time, closed loop customer feedback

programme that will help maintain a high level of service

11:00

Danielle Anderson, Director of Digital Experience, Harris + Hoole

Annabel Kilner, Country Manager, MADE.COM

Debra Walmsley, Head of Customer Research & Insight, British Airways

Loyalty case study: Getting closer to what your

customer really means

• Opening up the floodgates to customer feedback and

overcoming the fear factor

• Gaining customer feedback and using this information

to drive customer loyalty

• Timely and relevant proactive communication to

reduce customer effort and loyal fans

Automation in an omni-channel world: The John

Lewis automated national distribution centre

• Evaluating if automation can facilitate a smoother

transition to omni-channel operations

• Assessing how to build flexibility into an automated

operation

• Understanding if automation is suited to D2C growth

and the demands of individual orders

A systematic approach to help you keep all the customer experience plates spinning• Coping with the rising tide of customer expectation

when it comes to CX• An introduction to E.ON’s six programme pillars which

acts as a compass to their customer experience success

• How E.ON overcame its competition to improve its residential Net Promoter Score in every country in which it operates

11:20

Andrew Gallagher, Senior Marketing Director, Papa Johns

John Munnelly, Head of Operations, John Lewis

Brendan Leece, International Customer Experience Manager, Eon

Personalised loyalty to improve customer experience

• Building a picture of customers and the most

appropriate services to offer

• Using data from LoungeMiles Loyalty Scheme to target

specific campaigns to specific people

• Personalising your offer to the mass consumer

Understanding online attribution in the multichannel retail landscape• Measuring engagement with brands on a range of

platforms across multiple devices• Measure marketing spend in each channel• Making decisions to scale up or down per-channel

spending

Driving more transactions through bringing the store into the 21st Century • Understand what customers expect of the bricks and

mortar experience in an omni-channel marketplace • How retailers can use the digital domain to drive

customers to their stores• Establishing best practices of integrating the digital

and physical selling environments

11:40

Nick Ames, Head of Marketing, Swissport

Luke Griffiths, General Manager, eBay

Doug Glenwright, General Manager, Retail Transformation, TUI Group

1 of 3

roundtaBles

12:40 NETWORKING LUNCH

Keep your consumers: Combating declining brand loyalty

Setting customer service trends, not simply following them

Integrating collaborative shopping carts and variable fulfilment

12:00

1 1 1

Converting passive loyalty into active loyalty

Morphing contact centres into relationship hubs

Ensuring social media initiative alignment across channels2 2 2

PersonaliSing Customer engagement CommerciaLisation of Big Data omni-channel Payment integration

The art of storytelling to engage consumers

• How Nissan shares brand values through engaging

stories

• How to take your customers on an emotional journey

with you

13:40

Gerhard Fourie, Global Brand Strategy, Nissan

When digital meets in-store: The future of shopping

• Carphone Warehouse’s revolutionary tablet based

customer experience, Pinpoint

• How this ground-breaking technology has enabled

them to bring together the best of human experience

and digital technology in retail

• Using technology to create positive impact on

customer satisfaction and sales

Engaging with generation C

• How to engage with an increasingly younger audience

and remain relevant in payments

• Evolving your offering to keep up with the latest

technology: digital vouchers, mobile centricity, website

improvements and social media etc

• Speaking the language of generation C without

alienating your existing customer base

Jay Karsandas, Digital Marketing Manager, Carphone Warehouse

Philippe Rondepierre, Head of Marketing, SPAR

How Philips is making its B2B communications

personal

• The switch from B2B to B2P

• The increasing scope of the public relations

department and the challenges that brings

• How to demonstrate the impact of PR on the sales

pipeline in business to business markets

14:00

Wander Bruijel, Head of Brand, Communications & Digital UK & Ireland, Philips

The effective use of social technologies

• Social Selling as the key to ramp up business revenue

and measure your ROI

• How to successfully use content, social media and

traditional marketing channels in a B2B environment to

increase sales

• What are useful tools and platforms for collaborative

selling: Social CRM, social monitoring, other tools

Where are payments going next in Europe?

• A closer look at the payments weather map to examine

innovation

• Looking at the technology and market drivers pushing

payments forward

• A critical look at how to integrate new payment

technologies into existing systems

Marc Ellam, Head of Passenger & Digital Communications, Heathrow Airport

Dominic Grounsell, Global Digital Marketing Director, Travelex

Strategies for humanising your content and your

brand via social media

• New technologies to form a personalised experience:

Beacons, Wearables, Social Cloud

• The top five tips, tricks and tools for social media

marketers in 2015 that help to gain trust and enhance

the customer experience

• Strategies for humanising the customer experience

14:20

Sam Thomson, UK Marketing & Values Director, The Body Shop

How to track content and act on the information

• How to identify content consumption trends at a

‘firmographic’ level and job function level

• Best practises for analysing this data to find useable

trends in interaction

• How to build a content delivery schedule that pushes

content based on this information

Driving new payment system adoption

• Whose responsibility is it to drive consumer adoption?

• How can all the players in the mobile payment

ecosystem work together to drive consumer adoption?

• Understanding drivers for consumer adoption and how

to integrate these into your strategy

Dan Hawkes, Head of Corporate Sales Performance, Europcar

2 of 3Conference Day 2 Wednesday 9 September 2015

Tim Linsell, IT Development Manager, John Lewis

roundtaBles

15:20 AFTERNOON REFRESHMENTS AND NETWORKING BREAK

16:40 CONFERENCE CLOSE

How to achieve strong sales force automation adoption

Integration of online and offline analytics

Seamless integration of multiple payment solutions

14:40

1 1 1

Who's sabotaging your information management, And what to do about it

Seeing is believing: Brand data visualisation

Achieving multi-tender loyalty2 2 2

15:40Marketing truly unique experiences

• Changing the conversation: Marketing experiences not destinations

• Creating truly unique experiences for the mass customer

• The art of storytelling to sell a moment, rather than a product

Anna Domingo, Marketing Director, View from the Shard

16:00Driving customer loyalty both in-store and online

• Exploring alternative loyalty measures: Moving beyond gift and loyalty cards

• Looking at store layout and format to attract causal consumers

• Attracting the ‘light’ browsers into making repeat purchases

Martin Alden, Head of B2B Partnerships, Wickes

16:20Keeping up to date with marketing metrics in the digital age

• The decline of the ‘click’ metric as technology makes digital marketing more complex

• Measuring new metrics such as uplift and establishing new standards

• How to measure true value from digital marketing

Allan Stewart, Vice President Digital Marketing, Jagex

3 of 3


Conference Day 2 Wednesday 9 September 2015

Workshop a:customer loyalty 101

Workshop c: an introduction to consumer neuroscience & neuromarketing

Workshop b: customer experience strategy & implementation

This workshop is designed to prepare for customer loyalty success through a personal, interactive and effective session in bringing your entire team along the loyalty-marketing journey. Need an update on industry trends? Want a sneak peek at the best practices in loyalty initiatives?

Bring your team together for a loyalty marketing workshop that ensures everyone knows what needs to be done to create a defensible, sustainable customer loyalty program. If you need an update on industry trends, a best practices overview or a “refresher course” this session is ideal for you and your team.

In this session you will:• Define loyalty marketing• Identify key trends within your industry and competitors

programs• Determine how a loyalty program can help you achieve your

business objectives• Know what works and what doesn’t — best practices give

you a competitive advantage

This workshop will introduce you to the multidisciplinary field of consumer neuroscience and neuromarketing. It will go through the basic concepts of the human brain, the elements of the consumer mind, how it is studied, and how its insights can be applied in commercial and societal understandings of consumer behaviour.

In this session you will: • Learn how consumers make decisions• What consumers pay attention to• Brain mechanisms in consumer choice• Basic methods neuromarketers use to influence customers

Your organisation is thinking about embarking on a customer experience programme but where to start? What resources are required? What are the pitfalls to watch out for? What does best-practice implementation look like? What return can we expect from our investment? What's the best strategy for us?

This workshop is a short, highly effective immersion into the latest thinking around customer experience and the simple, proven steps to implementing it successfully. By bringing together key stakeholders you will ensure that you have an aligned team behind your customer experience strategy from the very start.

In this session you will:

• Determine the best CEM strategy for your organisation

• Identify the values that drive customer loyalty for your business

• Identify the enablers and barriers to delivering great experience

• Develop an implementation plan to align your products and

processes - and how to get your people behind it

• Learn the pitfalls to avoid and how to measure your success

pre-conference workshops

post-conference workshop

mondAy 7th September – 9:00am - 12:00pm

thurSday 10th September – 9:00am - 12:00pm

mondAy 7th September – 1:00pm - 4:00pm

Book your workshop ticket now on www.terrapinn.com/customerfestival2015

Roger Dooley is the author of "Brainfluence" (John Wiley & Sons), the blog "Neuromarketing," as well as "Brainy Marketing" at Forbes.com.

He is the founder of Dooley Direct, a marketing consultancy, and co-founded College Confidential, the leading college-bound website. The site was acquired by Hobsons, a unit of UK-based DMGT, where Dooley served as VP Digital Marketing and continues in a consulting role.

Ted Rubin is a leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist, and Acting CMO of Brand Innovators. In March 2009 he started using and evangelizing the term ROR, Return on Relationship, hashtag #RonR.

Ted is the most followed CMO on Twitter according to Social Media Marketing Magazine and one of the most interesting CMOs on Twitter according to Say Media.

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Limited sponsorship opportunities are available. To sponsor call Parminder Gill

on +44 (0)20 7092 1138 or [email protected]

Pursue anD partner• 1500+ Customer centric

organisations from across Europe

• 1-2-1 meeting services

• Speed Networking sessions

• Engaging roundtable discussions

• Networking drinks

Why exhibit• Generate leads and make sales

• Debut new products

• Profile your brand

• Meet new business partners

• Develop key relationships

• Demo your technology

Who you Will meetEurope’s Customer Festival brings together the who’s who of retail, ecommerce, telecoms, leisure, tourism and banking where customer centric thinking will lead to new ground being broken.

You will meet senior executives from:

• Marketing, Loyalty

• Customer Experience, Service

• Omni-channel, Multi-channel, Mobile

• CEO, CTO, CIO

• Ecommerce, Payments

• Analysis, Insights, Data Science

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3 16

19

15

17

18

10

24

23

25

22

26

21

2827

20

29

cafe

30 31

theatre

theatre

sitting area

sitting area

entrance/exit

reServed avAilabLesoLd

32 33

4136

35

38

4037

39

34

* Correct as of 14 May 2015

42

“The speakers have been really good and the

networking opportunity has been really great.”

Sanjeevan Bala, Channel 4

A smAll sAmple of pAst attendees


the 598 attendees in 2014 cAme fromThese industries:

35% retail

15% banking and finance

10% telecoms and media

10% leisure and entertainment

10%transport and travel

20% solution providers

With these job functions: And with this geographic split:

40% marketing, loya

lty

15% customer

experience, service

10% cto

, cio, it

10% analysts, insight,

data scientist

15% omni-channel, multi-channel, mobile

10% ecommerce, payments

40% europe50% uk

10%roW


“I love the range of speakers and that it's 5 things in 1, so that you can personalise your own journey. I'd rather do that than go to different separate

events, it's really cool.” Ben Fricke, Subway EIPC

“Customer Festival combines customer experience with loyalty,

payments and big data - all looking at the customer point of view, which I think is a big advantage compared to other conferences! For me it is a

one-stop-shop.”Sondre Wassas, Statoil

reserve your pLace todayThe earlier you book the more you’ll save. It’s really easy to book your place online. And our online calculator will ensure you take advantage of the best deal.

Go to and book now onwww.terrapinn.com/customerfestival2015

Don’t forget to enter special code BD2015 to claim the Early Bird discount.

Book now and get the offer price - on your phone

Scan this QR pattern with the camera on your smartphone and

register with a discount code BD2015 at the special offer price.

Don’t have a QR reader app? You can download one for free

from App Store. Don’t have a smartphone? You can also

register and get the offer on our website www.terrapinn.com/

customerfestival2015

book noWGo to www.terrapinn.com/customerfestival2015 and book with a special discount code BD2015 or call +44 (0) 207 242 2324

bring your teamThere’s so much great content, you can’t possibly cover it all alone. Bring your team and get an extra discount. For more information please call +44(0) 207 242 2324 or go to www.terrapinn.com/customerfestival2015

DELEGATE BOOKING

Package

Retailer Pass*

Standard Pass

1x pre/post-conference workshop

£100

£395 SAVE £155

£850SAVE £250

£430SAVE £120

£910SAVE £190

£470SAVE £80

£970SAVE £130

£510SAVE £40

£1040SAVE £60

£550

£1100

Book before 19 Jun 2015

Book before 31 Jul 2015

Book before 10 Jul 2015

Book before 21 Aug 2015

Final Price

* The retailer pass is for professionals from the retail, ecommerce, telecoms, leisure, tourism & banking industries (subject to approval). If you are unsure as to which pass you qualify for, please contact us directly.

2015 SponSors


Platinum Sponsor

Gold Sponsors

Silver Sponsors

Exhibitors

Media Partners

Business Design Centre, London Shaping the future of the …€¦ · Williams from Boohoo; or a...

Documents

Transcript of Business Design Centre, London Shaping the future of the …€¦ · Williams from Boohoo; or a...