Agenda Day 2

8:00 am - 8:30 am Registration

8:30 am - 8:35 am Welcome & Introduction from the Chair

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers

8:35 am - 9:20 am OPENING PANEL DISCUSSION: For Store and Shopfront: Enabling Your Loyalty Programme To Turn Customers Into Evangelists and Experiences Into Actionable Data

Jonathan George - Customer Operations & Loyalty Director, Holland & Barrett
Billy Cheng - Head of Consumer Data Activation, L'Oreal
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Jonathan George

Customer Operations & Loyalty Director
Holland & Barrett

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Billy Cheng

Head of Consumer Data Activation
L'Oreal

9:20 am - 9:50 am PLENARY PRESENTATION: CX: "From What to How"

Francescamaria Isoardi - Education Faculty Head of Retail, Essilorluxottica
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Francescamaria Isoardi

Education Faculty Head of Retail
Essilorluxottica

Networking Break

9:55 am - 10:25 am One-to-One Business Meetings

10:30 am - 11:00 am One-to-One Business Meetings

11:05 am - 11:35 am One-to-One Business Meetings

10:30 am - 11:00 am THINK TANK: Never Artificial, Always Personable: Staying Customer Centric in the Age of Automation
Carl McCartney - Global Sales Enablement Director, Les Mills
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Carl McCartney

Global Sales Enablement Director
Les Mills

11:40 am - 12:20 pm PANEL DISCUSSION: Making Contact: Best Practices for Flawless and Stress-free Customer Contact Experience

Ben O'Donnell - Head of Customer Service, Crocus.co.uk & Primrose
Naomi Rankin - Global Customer Care Manager, LUSH
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Ben O'Donnell

Head of Customer Service
Crocus.co.uk & Primrose

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Naomi Rankin

Global Customer Care Manager
LUSH

12:20 pm - 12:50 pm PLENARY PRESENTATION: Every Size Fits All: Using Artificial Intelligence to Personalise your Brand to Every Target Customer

Networking

12:25 pm - 12:55 pm One-to-One Business Meetings

1:25 pm - 2:10 pm Networking Lunch

2:15 pm - 2:45 pm One-to-One Business Meetings

2:15 pm - 2:45 pm THINK TANK: Getting The Green Light: Best Practices for Driving a Changing Experience from Generating Buy-In To Proving Out ROI
Tim Fairs - Brand & Digital Controller, SPAR UK
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Tim Fairs

Brand & Digital Controller
SPAR UK

2:50 pm - 3:20 pm Mastermind Discussion: Cyber Attacks & Customer Experience: The New Frontline

3:30 pm - 4:00 pm CLOSING FIRESIDE CHAT: If At First, You Don’t Transform… Reflecting on Past Shifts in the Retail Landscape to See the Changes of the Future

4:00 pm - 4:10 pm Chair's Closing Remarks & End of Exchange

Vinay Parmar - Managing Director, Customer Whisperers
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Vinay Parmar

Managing Director
Customer Whisperers