Agenda – Chief Customer Experience Officer Summit
Tuesday 6 June @Shangri-La The Shard, London

12:30 - 13:30 | Arrival & Networking - Executive Lunch - meet with your Transformation peers!

13:30 - 13:40 | Chairperson Introduction & Overview

Sue Mountford

CEO, TeamITG

13:40 - 13:50 | Opening Speech - 10 minutes Focus Lightning Talk

Trends & Forecasts for CCXOs from Ipsos covering

– The experience economy and why it matters more than ever
– The stated intent of CX leaders for the coming period
– What end customers want and what client side CX teams are asking for right now

Jamie Thorpe

Head of Experience Management, Ipsos

13:50 - 14:30 | Interactive Panel

CX Insights: How to Drive Customer, Employee and Brand Experience Innovations

– Why should we care about customer experience?
– Next big disruptor around the corner for CX?
– How do we measure the commercial benefit of CX?

Hear the panel of speakers and then ask your questions!

Beatriz Montoya

Chief Operating Officer, Simply Business

Vanessa Leyshon

Chief Customer Experience Officer, Junior Adventures Group UK

Shane Rae

Director of Courses & Content, Oxford University Press

14:30 - 15:30 | Interactive Panel Leading to Roundtable Discussion

CX Challenges: The Key Obstacles Faced by Organisations in Providing a Smooth and Integrated Digital Customer Experience

– We are all a little bit of Phy-gital…
– How have we successfully brought silos together to maintain pace and stay connected?
– What does great look like from a customer experience perspective in your organisation?

A 20-minute panel to set the scene followed by a 40-minute roundtable discussion with both speakers & attendees participating.

Nefertiti Alfa

B2B CBDT Chief Insights & Experience Officer, Shell

Supratim Biswas

Chief Revenue Officer, WiredScore

Deborah Knight

Chief Customer Experience Officer, Doctify

Katya Denike

Chief Product Officer, Holland & Barrett

15:30 - 15:50 | Networking Coffee Break - in the Sky Lounge with views of London over The Thames!

15:50 - 16:50 | Interactive Panel Leading to Roundtable Discussion

CX Forecast: The Importance of Customer Lifetime Value for CX Leaders

– Why is Customer Lifetime Value of so much importance now?
– How do you deliver on CLV when most execs are not there for the lifetime of the company?
– How we are breaking down the silos and working collaboratively?

A 20-minute panel to set the scene followed by a 40-minute roundtable discussion with both speakers & attendees participating.

Zohaib Razvi

Head of Customer Experience, Colliers

Duncan McCombie

Group CEO, YES Energy Solutions CIC

Felipe Hillard

Chief Client & Product Officer, The Bank of London

Sophie Howard

Head of Customer Experience, Mitie

16:50 - 17:00 | Closing Remarks

End of Summit