Customer Insight Conference 2019

Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019
Customer Insight Conference 2019

Upcoming Events


November 6, 2019 09:30 - 15:15

Customer Insight Conference 2019


Choose Event


After another successful event in 2018 our Customer Insight Conference is back for 2019! The full day event will be packed with engaging speakers covering the latest trends in CX and customer research. The day will focus around 4 key elements of an effective end to end research programme. You can find the full agenda for the day below.

The keynote speaker this year is renowned customer service specialist Chris Daffy. He has been developing and delivering excellent customer service and loyalty plans for over 20 years. He’s worked with businesses around the world to help then change the way they think about ‘the customer’.

Why attend?

Taking action is the most important thing when it comes to customer insight; of course having robust research is essential, but effectively communicating the results and driving change is the key. Come along to learn how to design your research, communication, and employee engagement plans to help make a real difference to your customer experience.

Who should attend?

If you are responsible for managing or measuring the customer experience this day is a must. Whether you’re looking to make improvements to existing customer research or develop a completely new programme, you'll leave the day inspired, with real examples, case studies and practical ideas to implement within your organisation.

Where is the conference?

We've got a fantastic venue for this year's event in London's iconic County Hall. Situated on London's Southbank it is in a great location with breath-taking views over The Houses of Parliament, Big Ben and the London Eye. Minutes away from Waterloo and Westminster stations, we're looking forward to a great day in the heart of London.


09:30 -10:00 Registration  
10:00 - 10:10 Introduction to the day Jude Nottingham
10:10 - 10:50 Understand & Explore - It’s all about understanding, not measurement. It’s the basis of good customer insight because it allows us to design research programmes that reflect how customers see the world. Stephen Hampshire
10:50 - 11:20 CX Trends - We can see the trends, but are we prepared for increasing customer expectations, organisational structures reflecting customer journeys, the digitalisation of experiences and the role of human interaction. We are all collecting this data, but we mustn’t forget that the management and transparency of data may well become a service differentiator. Andy Butler
11:20 - 11:40 Coffee  
11:40 - 12:15 Measure & Track - To understand if you’re meeting the needs of all customers, and how this contributes to their behaviour we need accurate strategic surveys but also cost effective tactical surveys to optimise the customer experience. Chris Elliott
12:15 - 13:15 Lunch & Networking
13:15 - 13:45 Case Study: Plastribution - Plastribution is the UK’s leading distributor of plastics raw materials that pride themselves on being sector experts and offering innovative solutions to customers’ problems. Mike will walk us through their 2019 project demonstrating the practical application of the morning’s theory.
Mike Boswell
13:45 14:00 Case Study: Co-op Insurance - The crucial part of building engagement with customer feedback is getting attention, and beginning the process of culture and behavioural change. Communication needs the right balance of information and emotional connection, in a consistent and compelling way, is essential if you want to make change happen.
Louisa Robinson
14:00 - 15:45 Plan & Act - Chris Daffy is an established author; speaker and writer with over 20 years helping organisations improve customer service, experience management and loyalty. Hear how you can implement strategies that can transform loyalty in to a habit; after all there is not point doing customer research unless you’re prepared to do something with the findings.

Chris Daffy

(Keynote speaker)

14:45 - 15:15 Interactive Q & A  
15:15 Close  


etc Venues Westminster Bridge

County Hall, Belvedere Road,

London. SE1 7PB.

Find out more about the venue here.

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
Twitter LinkedIn