Day 2
8:00 - 8:30
Breakfast & Networking
8:30 - 8:40
Chair's Opening Remarks
8:40 - 9:10
Keynote Presentation | The Year of Handing Back Value to Customers: Adding Value in Return for Loyalty
Paul Wilkinson -
Customer Rewards and Loyalty Director,
Lloyd's Banking Group
Never has customer value been so important, since the cost of living has spiked to unprecedented levels, customers expect more value from their products & services than ever. So, how do companies give value back to their customers in an age of soaring customer expectations? Is the answer loyalty rewards, personalised offerings, discounts, or seamlessness across the customer journey?
• Learn how to create more value in your product & service offerings outside of discounts & price alterations for loyal customers without losing out commercially
• Glean which aspects of your service a customer wants the most value from by analysing data & real-time customer insights
• In a world dominated by companies offering extremely efficient & seamless customer service, discover how to be better than your customers' last best interaction
9:10 - 9:40
Keynote Presentation | Delivering More for Less: How AI Agents Help Businesses Increase Customer Value Without Increasing Cost
Laura Canellas - Director of Customer Service Group Strategy, Sky
When selling an essential product, it is challenging to stand out against competitors in the market & offer surplus value to customers external to the product. Explore how both consumer discretionary & necessary products establish their CX strategies.
• Learn the CX strategies from both sides of the coin to understand how their differentiating themselves in the market & what value can be added to improve customer acquisition & retention
• Listen to successful stories of customer value-adding through personalisation, loyalty programs, & utilizing data to adapt the customer
offering
• Decipher how both industries are implementing AI & technology to improve customer value & how this differs between companies with low & high margins
10:20 - 10:50
1:1 Business Meetings
Treating every customer the same is not always the way forward & it is essential to dissect what type of customer you're dealing with at each touchpoint & with every interaction.
• How can you use technology to determine the value of a customer, adapting offerings, pricings, & personalisation at scale accordingly
• Discovering which parts of the customer journey are key to distinguishing a 'high-value' from a 'low-value' customer & what returns this distinction can
give you as a company by listening to real world examples
• Crafting an engagement strategy that creates a high growth customer to strengthen customer retention rates & lowers drop off
11:30 - 12:05
Panel Discussion | Low vs High Margin Industries: Scaling Products & Diversifying Revenue Streams to Establish Loyalty
John McKinney -
SVP of Ecommerce,
SECRET SALES
Julian Lennertz - Chief Commercial Officer, E.On
Whether you're operating in a low-margin, high-volume environment or a high-margin, relationship-driven business, the pressure is the same: deliver exceptional customer experiences while improving efficiency & driving sustainable growth. Although the economics may differ, leading organisations across every industry are rethinking how they scale products & services, modernise operations, harness digital capabilities, & unlock new revenue opportunities without compromising customer loyalty.
• How can scale products or services while maintaining the quality of the customer experience to increase retention?
• What role do cross-selling, subscriptions, partnerships, digital services, & other revenue diversification strategies play in strengthening customer relationships & increasing lifetime value?
• Which customer experience, service, & digital transformation strategies translate successfully across low- & high-margin industries, & where do
sector-specific approaches still matter?
12:05 - 12:35
Keynote Presentation | Maintaining Customer Loyalty in an Ever-Evolving Landscape: How to Retain Customers with & without Loyalty Programs when Products & Services Change
Loyalty has been a mystery ever since the word 'customer' was invented. What is the key to making a customer stay? Although there doesn't appear to be a singular magic bullet, there are a combination of tactics that companies have successfully implemented to augment loyalty rates, particularly when products & services mutate in a rapidly evolving economy.
• Discover the ways along the journey that customers can be retained outside of standard loyalty programs since keeping customers saves & customer acquisition is expensive
• Learn which features are effective in stopping customers from switching to competitors when crafting loyalty programs
• Glean how an organisation can harness its brand identity to establish long-term loyalty in a world where products & services change rapidly
12:40 - 13:10
1:1 Business Meetings
13:10 - 14:00
Networking Lunch
The automotive customer journey is becoming increasingly complex, spanning multiple touchpoints. Yet behind the scenes, these points are often powered by different teams, systems, data sources, & commercial objectives. For automotive businesses operating across multiple customer groups, the challenge is no longer simply offering multiple channels but ensuring that every interaction feels like part of one connected experience.
• Explore how automotive organisations can connect digital, physical, dealer, & showroom-based touchpoints to create a consistent customer journey
• Identify how customer & vehicle data can create a single, actionable view of the customer, enabling organisations to understand intent, anticipate the next stage of the journey, & deliver more relevant experiences
• Glean how AI can enhance rather than fragment the omnichannel experience to connect interactions while retaining the human element where it matters most
14:40 - 15:10
Keynote Presentation | The Paradox of Choice: Cutting through the Noise & Making Tech Investments with the Customer at the Heart of the Decision
David Norris -
Chief Strategy and Growth Officer,
Holiday Extras
15:10 - 15:40
Panel Discussion | Passion Points vs Pain Points: Using Data about Customer Experiences to Choose the Right Investment
Andrew Mohammed -
Director, Data & AI,
OVO
Shruti Ahuja - Head of Data & Digital Transformation, Virgin Media O2
