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CX Elevated EMEA

15–16 May, 2017

Aston University
Business School
Birmingham, England


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Each of us is on a journey. We have unique stories, experiences, ideas, and methods. But we all share a common goal: to elevate the customer experience.

You have the will, and we have the technology to guide you to new CX heights. Customer Experience Elevated 2017 is our chance to show you how to turn InMoment’s industry-leading analysis into business-elevating action.

Join us this May to learn from—and collaborate with—experts and innovators who are blazing the trail to the pinnacle of customer experience.

 

Speakers

 
 
Jo Causon

Jo Causon

CEO, The Institute of Customer Service

Alongside Jo's role as the Institute's CEO, she also holds the position of Executive Director on the board and is responsible for managing the Institute’s business in line with the strategic vision, mission, aims and values agreed by the board. Under Jo's leadership, The Institute has worked in partnership with its members and other stakeholders in realising the increased return on investment that excellent customer service can deliver and the role it can play as a motivator for those working within an organisation.

 
Jo Causon

Rachel Halsall

Executive Coach and Facilitator

Rachel will be hosting our roundtable sessions. Rachel Halsall is an Executive Coach and Facilitator who has gained a unique understanding of corporate life, across a range of cultures. After gaining a Masters Degree in International Relations, she started her career at the Japanese Embassy. Rachel has also worked in-house at Credit Suisse, Barclays and Waverton Investment Management in the financial sector. The majority of Rachel’s work focusses on career transition and enhancing management skills. She speaks regularly to groups on networking skills as well as how to communicate succinctly and sell Self. Rachel is an ICF accredited coach. She is certified in Myers-Briggs Step I and has a Certificate in Systemic Team Coaching from the Academy of Executive Coaching.

 
Jo Causon

Matthew Syed

Journalist, Author, and Broadcaster

Matthew Syed is a columnist for The Times, and the author of two acclaimed books on the science of high performance. Bounce, published in April 2010, has been described as “one of the most intelligent and thought-provoking books about sport ever written” and Black Box Thinking, published in 2015, is a UK bestseller, and has been translated into multiple languages.

Watch Matthew's Tedx Talk »

 
Jo Causon

Lonnie Mayne

Founder & CEO Red Shoes Living

Lonnie Mayne created Red Shoes Living while serving as president of InMoment. What began as an internal initiative to define and give structure to the distinctive InMoment culture, quickly grew into a vehicle through which Mayne and the company could provide support for a necessary, but often neglected factor so necessary in building successful, customer-centric organizations: the human factor.

John Heatherington

John
Heatherington

International Operations Manager, M&S International

Kate Eastwood

Kate
Eastwood

Sales Director, Revolution Bars

Fiona Regan

Fiona
Regan

People Development Director, Revolution Bars

Alexa Larsson

Alexa
Larsson

Senior Retail Operations Manager, The North Face

Christine Stoddart

Christine
Stoddart

Head of Customer Planning and Insight, Wilko

Jami Blake

Jami
Blake

Director, Voice of the Customer, Tiffany & Co

 

“The challenges that the Post Office face are very similar to other retailers and organisations. After attending the conference, we’ve realised that we need to look at merging customer experience with employee engagement.”

Bronwen Thomas

Post Office

Location

 

Aston University
Business School

Aston University’s Business School is based in the centre of Birmingham, home to over 65,000 students and one of Europe’s liveliest and most welcoming cities. The school understands that success in its primary mission in today’s environment requires extending its knowledge creation and working outside the traditional commercial disciplines.

Learn More
 

 

“It’s always interesting to see how different businesses are using their programmes. After today, I would like to work on how to improve the value of the comments we are seeing.”

Thomas Schmidl

Footlocker Europe

Room Reservations

 
 

Each room is ensuite, on location, and will cost £75. You will have full access to the vintage swimming pool, gym, and spa facilities. Click the button below to email InMoment’s EMEA Marketing Manager, Jodie Rock. She will happily help you arrange your stay.

Book a Room

 

“I particularly enjoy meeting up with other people and hearing how other hospitality providers and other retailers are using their programmes and learning from them about how they are improving their customer experience.”

Louise Fleming

Marstons

Monday 15th May

 

7:30am–9:00am

Registration

 

8:00am–9:00am

Breakfast with Tiffany & Co
Jami Blake, Director, Voice of the Customer, Tiffany & Co

 

9:30am–9:40am

CX Elevated 2017 Kickoff
James Bolle, UK Country Head

 

9:40am–10:20am

Toward CX Intelligence
Andrew Joiner, CEO, and John Sperry, Chief Scientist

 

10:20am–10:40am

Client Story: The North Face
Alexa Larsson, Senior Retail Operations Manager

 

10:40am–11:00am

Break

 

11:00am–11:35am

Product Strategy and Innovation
JD Nyland, EVP of Product & Derek Newbold, CTO

 

11:35am–11:55am

Client Story: Wilko
Christine Stoddart, Head of Customer Planning and Insight at Wilko

 

11:55am–12:40pm

Customer Panel Q&A
Razor Research

 

12:40pm–2:00pm

Lunch

 

2:00pm–2:30pm

Employee Engagement and the Voice of the Employee
Paul Warner, Ph.D. and James Bolle

 

2:30pm–2:50pm

Client Story: Revolution Bars
Fiona Regan, People Development Director, & Kate Eastwood, Sales Director

 

2:50pm–3:15pm

Head to Head: Is more technology helping or hindering the experience for customers?
Alex Harrod, Technical Success Director

 

2:50pm–3:15pm

Head to Head: Do incentives drive positive or negative behavior in CX?
Chris Sparling, Client Services Director

 

2:50pm–3:15pm

Head to Head: Are there generational differences within delivering a great customer experience?
Simon Fraser, Senior Director of Client Services

 

3:15pm–3:35pm

Break

 

3:35pm–4:05pm

Industry Roundtables

 

4:05pm–5:00pm

Keynote: Storytelling in Communication
Rachel Halsall, Executive Coach, Facilitator, The Results Centre

 

5:00pm

Day One Close
James Bolle, UK Country Head

 

6:30pm

Pre-Dinner Drinks

 

7:30pm

Evening Dinner & Entertainment

Tuesday 16th May

 

8:00am–9:00am

Executive Breakfast: Meet Andrew Joiner

 

9:30am–9:40am

Day Two Kickoff
James Bolle, UK Country Head

 

9:40am–10:10am

Proving the Value of CX
James Bolle, UK Country Head

 

10:10am–10:40am

Keynote: Red Shoes Living
Lonnie Mayne, Founder & CEO, Red Shoes Living

 

10:40am–11:00am

Client Story - Marks & Spencer
John Heatherington, International Operations Manager

 

11:00am–11:25am

Break

 

11:25am–12:15pm

Keynote: The Institute of Customer Service
Jo Causon, CEO, The Institute of Customer Service

 

12:15pm–1:00pm

Product Strategy and Innovation
JD Nyland, EVP of Product & Derek Newbold, CTO

 

1:00pm–2:00pm

Lunch

 

2:00pm–2:20pm

Client Story: Tiffany & Co.
Jami Blake, Director, Voice of the Customer

 

2:20pm–3:10pm

Keynote: Black Box Thinking
Matthew Syed

 

3:10pm

Conference Close
James Bolle, UK Country Head

 

3:15pm

Book Signing
Matthew Syed

 

“We tell our employees how we’re doing, so they can see the progress that we’re making and can see the impact that the changes we want to make can have on our customer experience—and ultimately our bottom line.”

Louise Moghaddam

New Look

Elevate your Customer Experience

 

Secure your spot now.

Register for the Conference