Wednesday 14th May 2025

8:10 am - 8:55 am NETWORKING BREAKFAST

8:55 am - 9:00 am CHAIRPERSON’S OPENING REMARKS

9:00 am - 9:25 am PRESENTATION: CRAFT FLAWLESS CUSTOMER JOURNEYS THAT TRANSFORM DIGITAL INTERACTIONS INTO LIFELONG LOYALTY

Discover how London North Eastern Railway (LNER) turned the tide on digital customer experience, shifting from frustration to customer admiration. Learn how they disrupted industry norms and built a loyal following through thoughtful, customer-centric transformation. In this session, you’ll explore:

 

  • How LNER took full control of customer data to create meaningful, impactful loyalty programmes.
  • The meticulous approach Danny and his team took to refine every touchpoint across the customer journey - from initial interaction to post-purchase retention.
  • LNER’s journey to delivering scalable, real-time support by blending innovative AI tools with the irreplaceable human touch.

9:25 am - 9:50 am PANEL DISCUSSION: FRONTLINE INSIGHTS: UNMASKING THE REALITIES OF CUSTOMER SERVICE AGENTS

  • Hear firsthand stories from contact centre agents about the challenges and triumphs they face daily in their roles.
  • Discover how agents have adapted to the rapid changes in technology and customer expectations and how they contribute to customer satisfaction and loyalty through expertise, empathy, and innovative solutions.
  • Gain an insider’s perspective on the dynamics of handling customer interactions, from routine queries to complex problem-solving, and the emotional resilience required. 

9:50 am - 10:25 am PANEL DISCUSSION: HOW CROSS-FUNCTIONAL TEAMS ARE UNITING TO DRIVE EXCEPTIONAL END-TO-END CUSTOMER ENGAGEMENT

Customer engagement doesn’t happen in a silo - it’s the result of cohesive strategies across marketing, insight, CX, and contact centres working together. This session will bring together leaders from these functions to discuss how breaking down barriers and aligning efforts can create seamless, meaningful customer engagement at scale.

 

  • Learn how cross-functional teams can collaborate to create a unified customer experience and increase customer loyalty.
  • Understand how to practically share insights and customer data between functions for more effective engagement strategies and improved service delivery.
  • Explore a cross-functional approach to personalisation and driving customer satisfaction across marketing campaigns, customer service interactions, and digital journeys.
  • Hear real-world examples and solutions for overcoming the barriers that prevent teams from working together effectively.

10:25 am - 11:05 am REFRESHMENTS & NETWORKING

TRACK A: MAXIMISING STRATEGIC IMPACT

11:05 am - 11:45 am PANEL DISCUSSION: STAY AHEAD OF THE CURVE & ADAPT YOUR STRATEGY FOR THE FUTURE OF CUSTOMER EXPERIENCE
  • Discover the game-changing trends that are reshaping customer expectations and how you can stay one step ahead.
  • Learn how to build adaptable, future-proofed strategies and respond swiftly to shifting market dynamics and evolving customer demands.
  • Uncover how to inject innovation and agility into your long-term planning, ensuring your business is always ready for what’s next.

TRACK A: MAXIMISING STRATEGIC IMPACT

11:50 am - 12:15 pm PRESENTATION: A STEP-BY-STEP GUIDE TO BUILDING A BUSINESS CASE & SECURING BUY-IN FOR CUSTOMER-FOCUSED TRANSFORMATION
  • Learn how to build a robust business case that aligns customer experience transformation with company-wide objectives.
  • Discover strategies to engage key stakeholders and secure buy-in across departments for a customer-first strategy.
  • Explore real-world examples of how businesses successfully navigated the approval process to drive customer-centric change.

TRACK A: MAXIMISING STRATEGIC IMPACT

12:20 pm - 12:45 pm PRESENTATION: SET A NEW STANDARD FOR CUSTOMER SUCCESS BY MOVING BEYOND SHORT-TERM KPI’S TO HOLISTIC ENGAGEMENT METRICS
  • Learn how to identify or create new impactful metrics for evaluating customer engagement and loyalty.
  • Explore methods for moving beyond traditional KPIs to focus on long-term customer value.
  • Understand how to measure the emotional and experiential aspects of customer relationships.

TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS

11:05 am - 11:45 am PANEL DISCUSSION: DISMANTLE SILOS & EMPOWER TEAMS TO DRIVE EXCEPTIONAL CUSTOMER SUCCESS
  • Overcome the barriers of hiring, onboarding, and retention that often plague the service industry, and discover strategies for creating lasting employee engagement.
  • Develop clear, motivating career paths that inspire your employees to see themselves as integral, long-term contributors to your organisation’s success.
  • Empower both internal and outsourced teams with the autonomy to make impactful decisions, fostering a culture of ownership and accountability at every level.

TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS

11:50 am - 12:15 pm PRESENTATION: A SUCCESS STORY IN BUILDING SERVICE-OBSESSED TEAMS THAT PUT THE CUSTOMER AT THE HEART OF EVERYTHING
  • Learn how to instil a customer-focused mindset across every role in your organisation.
  • Discover techniques for training and incentivising teams to prioritise customer success.
  • Explore real-world examples of teams delivering exceptional results through customer-centric practices.

TRACK B: EMPOWERING CUSTOMER-CENTRIC TEAMS

12:20 pm - 12:45 pm PRESENTATION: SKYROCKET EMPLOYEE SATISFACTION ON A GLOBAL SCALE, WITH NO ADDITIONAL BUDGET

After a turbulent global system rollout, Ericsson employees were frustrated. Things needed to change, and Jason catalysed this change to ensure employees were heard.

 

Learn how Jason helped transform employee sentiment across a global organisation, with no additional budget.

 

By changing the nature of internal communication and fostering a strong culture within Ericsson, Jason and his team catapulted the system’s NPS from -82 to all-time highs, at a blistering pace.

TRACK C: ENGAGEMENT AND PERSONALISATION

11:05 am - 11:45 am PANEL DISCUSSION: DELIVERING LONG-TERM VALUE THROUGH ENGAGEMENT INITIATIVES
  • Explore how companies are tackling fragmented customer data and building engagement strategies that nurture leads, drive retention, and stand out in competitive markets.
  • Learn how to leverage AI, behavioural science and customer-centric insights to anticipate customer needs and deliver value at every touchpoint.
  • Discover successful engagement tactics such as personalised campaigns, tailored messaging, and other innovative touchpoints that drive meaningful connections and long-term loyalty.

TRACK C: ENGAGEMENT AND PERSONALISATION

11:50 am - 12:15 pm PRESENTATION: ONE SIZE FITS NONE: HOW TO DELIVER UNFORGETTABLE PERSONALISED EXPERIENCES
  • Explore how to go beyond algorithms to create truly delightful and unexpected customer moments.
  • Learn the art of crafting personalised surprises that foster loyalty and excitement.
  • Discover how to balance technology with a human touch to keep customers engaged and amazed.

TRACK C: ENGAGEMENT AND PERSONALISATION

12:20 pm - 12:45 pm PRESENTATION: HOW TARGETED MICRO-MOMENTS OF ENGAGEMENT CAN MAKE A MEGA-IMPACT ON CUSTOMER EXPERIENCE
  • Discover the power of personalising ‘micro-moments’ to drive meaningful customer connections.
  • Learn how small, targeted interactions can have outsized effects on loyalty and satisfaction.
  • Explore creative examples of brands using micro-engagement to make a big impression.

TRACK D: AI-ENHANCED CUSTOMER SERVICE

11:05 am - 11:45 am PANEL DISCUSSION: AI & HUMAN SYNERGY: THE NEW ERA OF CUSTOMER SERVICE EXCELLENCE
  • Explore the key steps to creating an AI-first contact centre that empowers both agents and customers. Learn how to integrate AI tools into your existing systems to enhance every interaction, from self-service to agent-assisted support.
  • Delve into how AI-powered tools support agents by offering real-time data, insights into customer preferences, and emotional intelligence, allowing agents to deliver more personalised and impactful service.
  • Understand the measurable benefits of AI in customer service, from reducing operational silos to streamlining workflows, and learn how to track the ROI of AI.

TRACK D: AI-ENHANCED CUSTOMER SERVICE

11:50 am - 12:15 pm PRESENTATION: AGENTIC AI: THE FUTURE OF CUSTOMER EXPERIENCE STARTS HERE
  • Dive into how Agentic AI is actively reshaping customer service today, setting the stage for long-term competitive advantage.
  • Discover how autonomous AI agents can work alongside humans to focus on complex, high-value interactions, fostering efficiency and improving customer satisfaction without sacrificing personal touch.
  • Learn how integrating Agentic AI can streamline operations, reduce costs, and improve ROI, positioning your business ahead of the curve.

TRACK D: AI-ENHANCED CUSTOMER SERVICE

12:20 pm - 12:45 pm PRESENTATION: ELEVATE SELF-SERVICE & ENHANCE CUSTOMER EXPERIENCE WITH HUMANISED AI

Leveraging superior, personalised CX to serve millions of customers while keeping pace with competitors who are rapidly evolving and differentiating through high-quality service is easier said than done. In this session, you will: 

 

  • Understand how to humanise AI in customer service, reduce cost-to-serve, and cut down wait times.
  • Discuss the current and future role of AI, as well as common challenges in its implementation.
  • Explore how to improve sub-standard service by providing proactive and personalised service seamlessly across channels.

12:45 pm - 1:45 pm NETWORKING LUNCH

1:45 pm - 2:10 pm HUMAN SPECTROGRAM: A LIVE CX DEBATE – WHERE DO YOU STAND?

In this dynamic and interactive session, the entire audience will become part of the conversation in a live human spectrogram activity. Led by an expert moderator, you'll be invited to position yourself along a spectrum of opinions - ranging from ‘strongly agree’ to ‘strongly disagree’ - in response to a series of thought-provoking statements about the state of CX.

 

As you choose your position, you'll have the chance to engage with your peers, share your perspective, and hear diverse viewpoints on what’s working and what’s not in customer management. It’s a unique opportunity to discuss real-world challenges, exchange ideas, and gain new insights from your colleagues.

 

Discussion topics will include some of the most pressing issues facing CX leaders today, such as data unification, personalisation, generative AI, employee experience, and more. The session will spark meaningful dialogue, uncover differing perspectives, and help shape your approach to customer experience strategies.

2:20 pm - 2:30 pm CHAIRPERSON’S CLOSING REMARKS

2:30 pm - 2:30 pm END OF SUMMIT