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Europe's Customer Festival 2016 - London

The premium conference at Europe's Customer Festival is where expert speakers from world-renowned organisations will share the secrets of their success. Choose from 6 difference conference streams and engage in 15+ hours of networking with top marketing professionals from the retail, ecommerce, telecoms, leisure, tourism and banking industries.

Europe's Customer Festival 2016 - London

Keeping up with the technology is no longer good enough, you need to keep up with customer expectations. The customer wants to have a personal experience, so how can you make it happen?

Customer Festival covers the whole customer journey from start to finish. Here you will find extraordinary people whose ideas, thoughts and dreams you can challenge, engage with, and become a part of.

If you are a specialist looking to get in depth in sight into your chosen field or a CMO who needs to get a complete overview of the customer journey, in 2016 you will be able to tailor your conference experience to meet your needs.

Join us to celebrate Europe’s Customer Festival and make connections that will help you shape the future of your customer’s journey.

Speakers Include:

Manaaz Akhtar, Head of Marketing, Subway 
Daniellie Anderson, Director of Digital Experience, Harris & Hoole 
Cristina Asttori, Marketing Director, Kabbee
James Bagely, Marketing Director, Naked Wines 
Matthew Barwell, Chief Marketing Officer, Britvic Plc 
Nina Bibby, Marketing & Consumer Director, Telefonica
Christian Blei, Head of Market and Corporate Development, EoN
Chris Brindley, Managing Director, Metro Bank plc 
Barbara Cominelli, Director of Commercial and Operations, Vodaphone 
Graham Cook, Group Head of Digital, Thomas Cook
Terry Cordeiro, Head of Mobile, Lloyds Banking Group 
Anna Domingo, Marketing Director, View from the Shard 
Gerhard Fourie, Global Brand Strategy, Nissan Europe 
Andrew Gallagher, Senior Marketing Director, Papa Johns International Inc
Luke Griffiths, General Manager, eBay Enterprise 
Annabel Kilner, Head of UK, Made.com 
Ellie Kirt, Group head of Loyalty and Retention, Orange UK Plc
Brendan Leece, International Customer Experience Manager, E.ON 
James Leech, Head of Customer Services, Argos 
Tim Linsell, Information Technology Development Manager, John Lewis
Deborah Meaden, Investor, Dragon's Den 
John Munnelly, Head of Operations for Magna Park Campus, John Lewis 
Dan Radley, Promotions Manager, Marks & Spencer 
Marco Ryan, Chief Digital Officer, Thomas Cook 
Adam Wilson, Head of Customer Relations, The O2 
Sam Thomson, UK Brand & Values Director, The Body Shop

Topics Include:


  • Defining a loyal customer outside of a membership scheme
  • Does loyalty exist? Are customers in fact more disloyal than loyal?
  • What’s the difference? Are all loyalty programmes the same?
  • Should companies strive for emotional over transactional loyalty?
  • Where does loyalty fit in the marketing mix?
  • Loyalty metrics; driving lifetime value
  • Glocalisation and gamification for loyalty programmes
  • Analytics versus excitement – does there need to be a choice?
  • Employee commitment and customer thinking
  • Have we got to the point of lifetime value?

Customer Engagement:

  • Finding and acquiring the right customers
  • Developing digital and social engagement strategies
  • Maximising engagement through content management
  • Contact rules for digital interaction – best practise contact strategy in digital environment
  • Real-time marketing and geo-location opportunities
  • The blurring lines between in-store, online and mobile, what next?

Payments and data security:

  • Safety and functionality of payment systems
  • Providing a seamless service experience
  • The upcoming General Data Protection Regulation

Customer Experience:

  • How much insight do you really have on your customers?
  • Successfully impacting and influencing customer relationships at every life cycle stage
  • Rethinking reward and recognition; engagement through experiences
  • Moving beyond offering more than product and price
  • Employee commitment and customer thinking
  • Building a service first approach
  • How can we measure end-to-end experience?


  • Using analytics and behavioural data to create personalised customer experiences
  • Identifying pain points in the omnichannel customer journey
  • Creating a seamless communication landscape - what is needed?
  • Successfully impacting and influencing customer relationships at every life cycle stage

Big data:

  • The value exchange: customer data mapping
  • Using analytics through all channels to map the customer experience journey
  • Can customer satisfaction metrics be tied to bottom line revenue?
  • Towards defining a business strategy from data trials
  • Playing the long game of predictive analytics

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