Day 2
8:00 - 8:30
Breakfast & Networking
8:30 - 8:40
Chair's Opening Remarks
8:40 - 9:10
Keynote Presentation | Cutting Costs, Not Corners: Reinventing Investment In The Customer Experience
Louise Leavey -
Chief Information and Transformation Officer,
Metro Bank UK
In today’s economic climate, organisations face mounting pressure to reduce costs while still raising the bar on customer experience. Transformation expert, Louise Leavey, will share insight into how smarter applications of AI and data can unlock impactful customer journeys, even when budgets shrink.
- Why sustainable CX investment outperforms short-term cost cuts
- Tactics for optimising talent, tools, and processes without sacrificing service
- Explore innovative approaches to saving smarter while maintaining consistency, care, and connection
9:10 - 9:40
Presentation | Transforming Contact Centres: Overcoming Operational Challenges to Elevate Customer Experience
As organisations continue to navigate tighter budgets, the pressure to maintain high-quality customer service is greater than ever. Smart customer service solutions can be the catalyst for achieving efficiency, personalisation, and satisfaction without escalating costs.
- Explore how chatbots, self-service portals, and smart routing reduce operational strain while maintaining service quality
- Discover how real-time analytics help target pain points and optimise performance where it matters most
- Understand how integrated systems boost agent productivity and create seamless customer journeys from start to finish
Reserved for Event Partner: Enquire about Sponsoring this Session!
10:20 - 10:50
1:1 Business Meetings
How to take more of a customer-centred approach to designing service and driving end-to-end optimisation in the customer journey, making sure key learnings are leveraged through every single interaction to reduce friction.
11:30 - 12:05
Panel Discussion | Building Resilient Customer Service Frameworks That Balance Cost Pressures & Customer Demands
Bertie Murphy -
Group Chief Strategy Officer,
Fexco
Customer service leaders today face mounting pressure to do more with less, creating leaner models that scale without compromising quality. While year-on-year cost reduction may offer short-term relief, building long-term resilience means reimagining service frameworks that balance operational efficiency with customer expectations. Sustainable strategies, smart investment and the right human-tech synergy can drive lasting impact.
- Why does long-term investment in service infrastructure mean more than cost-cutting?
- How can we design customer service frameworks that deliver high-quality outcomes at lower operational costs?
- Where should human and technological elements intersect to maximise efficiency and elevate experience?
12:05 - 12:35
Panel Discussion | Strategies to Maintain Customer Engagement in a Digital Age
Maintaining digital engagement is especially challenging when customer interactions are infrequent. In such scenarios, traditional relationship-building models fall short, demanding a more strategic approach to stay relevant and top of mind.
- Build digital experiences that deliver high value in single interactions, ensuring they are seamless, memorable, and leave a lasting impression.
- Use data and insights to anticipate customer needs and trigger meaningful, timely outreach to maintain visibility and relevance
- Extend your brand's presence beyond transactional moments by offering content, tools, or services that customers can engage with periodically, even when they don't need direct support
13:10 - 14:05
Networking Lunch
14:05 - 14:35
1:1 Business Meetings
14:40 - 15:10
Presentation | Translating Brand Purpose into Real Experiences to Foster Connection & Trust at Every Touchpoint
Brand purpose and values now play a central role in shaping preference and loyalty. However, purpose without meaningful activation risks appearing hollow. Deeply understanding your brand perception, translating that identity into authentic experiences and building trust through consistency and emotional resonance across every touchpoint is key.
- Understand and evolve brand perception to build standout experiences and deeper customer connection
- Translate brand purpose into consistent, emotionally resonant customer journeys across segments and time
- How brands can foster trust by designing experiences that reflect their values, beyond messaging and in every interaction
15:10 - 15:40
Fireside Chat | Fuelling Customer-Centric Cultures by Aligning Teams, Leaders & Strategies Around Shared Priorities
Louise Walsh -
Chief Customer Contact Officer,
Utilita Energy
Ben Hick - Head of Customer Excellence, TUI Musement
Your CX approach is as good as the teams working to deliver it. By embedding customer-centricity at the core of your teams’ motivations, your leaders’ ethos and your strategies is essential for effectively and efficiently delivering CX which drives both customer satisfaction and commercial results.
- Where do you start to build customer-centricity? Employees, with the customer data, or elsewhere?
- How do you invest in people, hyperlocal or empowered, to make decisions with customer-centricity at the heart?
- How do you empower your key CX staff to ensure they are engaged and involved in your company’s culture, and how can this impact what they deliver?
15:40 - 16:10
Presentation | Scaling Customer Experience Through Strategic Simplification
In today’s customer-centric organisations, every function plays a role in shaping experience. However, with increasingly complex systems, tools, and team structures, delivering seamless service can be hindered by internal complexity. This session explores how simplifying processes and empowering teams can unlock scalable, high-impact experiences.
- How to refine and align processes for clarity, speed, and effectiveness
- Optimise technology and workflows to reduce friction and elevate service delivery
- Techniques for structuring teams and responsibilities to foster accountability and agility
