Customer Insight Conference: Insight > Action > Change

Customer Insight Conference: Insight > Action > Change

Upcoming Events


November 7, 2018 09:30 - 15:45

Customer Insight Conference: Insight > Action > Change


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Join us to hear latest thinking in the world of customer experience with UK case studies 

With a packed schedule, including lunch and time for networking, the full day event focuses on how to turn customer insight in to action and drive change from your CX research.

We will cover a wide range of customer research topics; from planning, storytelling and journey mapping, to building trust, cultural change and the communication of key metrics.

The event will be hosted by our team of experts in CX research and guest speaker, Andrew Davis - social media expert and visiting lecturer at Goldsmiths College.

Why attend?
Actionability is what everyone wants from their customer insight, but what does that mean in practice? Come along to learn how to design your research, communication, and colleague engagement plans to help make a real difference to your customer experience.

Who should attend?
If you are responsible for measuring customer experience or taking action from survey results, this day is a must. You'll leave with hints and tips, real examples, case studies, and practical ideas to implement.


09:30 – 10:00

Registration (help yourself to continental breakfast, tea and coffee in the restaurant)


10:00 – 10:10

Introduction to the day

Greg Roche

10:10 – 10:40

Where does it all go wrong?
Surveys can lead to paralysis by analysis. Greg reminds us how to avoid missing the critical elements of communication and taking action on the results.

Greg Roche

10:40 - 11:15

Planning your research programme
Tips and advice on how forward planning can future-proofing your survey will alow you to avoid the pitfalls and gain more actionable insight.

Rachel Allen

11:15 - 11:30

Coffee Break


11:30 – 12:15

Finding the story
Finding the relevant messages in results to make sure everyone is responsible and accountable for improving the customers' experience. Practical ideas for engaging employees, stakeholders and customers with survey results.

Mark McCall

12:30 – 13:00

Insight, actionability,action
What, exactly makes an "actionable insight?"
Can insight ever deliver action in isolation? (No)
How important is the way insights are communicated? (Very)

Stephen Hampshire

13:00 – 13:45



13:45 - 14:45

Keynote speaker
Social Media is becoming a popular channel for customers to feedback on their experiences. Andrew shows how to keep online conversations going, but stresses the need to digital strategy always to complement traditional business building and marketing. A visiting lecturer at Goldsmiths College, Andrew also designed the first social media course linked to GCSE English.

Andrew Davis

14:45 - 15:30

Are we measuring the right things?
We need to ask ourselves "what are we measuring and why?" Tracking key metrics is useful, but don't neglect the benefits of deep dives to engage collegues and keep the research fresh.

Chris Elliott

15:30 – 15:45

Q&A and Close


etc Venues - Prospero House
241 Borough High Street

01484 517575
Taylor Hill Mill, Huddersfield HD4 6JA
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