Monday, 15th May

Breakfast with Ti�any & Co.Jami Blake, Director, Voice of the Customer at Ti�any & Co.

8:00 — 9:00 am

7:30 — 9:00 am Registration

CX Elevated 2017 Kicko�James Bolle, UK Country Head

9:30 — 9:40 am

Toward CX IntelligenceAndrew Joiner, CEO & John Sperry, Chief Scientist

9:40 — 10:20 am

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

10:20 — 10:40 am

Product Strategy and InnovationJD Nyland, EVP of Product &Derek Newbold, CTO

11:00 — 11:35 am

Break10:40 — 11:00 am

THEME: Understanding Customers

Restaurant

Main Stage

Main Stage

Welcome Desk

Main Stage

Main Stage

Analyse. Act. Ascend.

Enjoy an interactive discsusion with head of Ti�any & Co.'s global customer listening programme, including how this iconic brand customises various elements for individual markets while mainteining a strong and consistent brand identity. Ask questions, and share your own best practices with colleagues.

The opportunity for customer experience leaders to impact their organizations has never been greater. InMoment's new CEO Andrew Joiner shares his vision of the evolving landscape, and the imperative for companies to move beyond simple insights and action, toward customer experience intelligence.

EVP of Product, JD Nyland, and CTO, Derek Newbold, discuss InMoment's technology strategy and vision. They will demonstrate how the newest features and functionality of the InMoment platform solve business problems.

Join Alexa Larson for a discussion of how The North Face is leveraging a range of data to gain a more comprehensive picture of its customer experience.

Analyse. Act. Ascend.

THEME: Understanding Colleagues

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

11:35 — 11:55 am

Consumer Panel Q&ARazor Research

11:55 — 12:40 pm

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

2:00 — 2:30 pm

Lunch12:40 — 2:00 pm

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

2:30 — 2:50 pm

Main Stage

Main Stage

Main Stage

Restaurant

Main Stage

Monday, 15th May continued...

Now, almost five years into its journey, Wilko will share the secrets behind how they continue to evolve their CX e�orts to remain e�ective and sustain momentum in line with customer needs.

See CX e�orts through the eyes of this live panel of consumers, and hear their views on the latest communication trends. This Q&A session includes a discussion on the "Would you recommend" question, and will address both the meaning of the question and customers' authentic reactions to the trend of personalised marketing.

How often have you heard that more engaged employees lead to happier customers? This philosophy still holds true, but there’s much more to the equation. When you combine the power of satisfied employees (employ-ee engagement) with the impact of their first-hand knowledge of the customer (voice of employee), you can complete the customer-employee profit loop to drive better business results.

Get a first-hand glimps into the impact of uniting customer feedback, employee engagement data, and with the voice of employee perspective from premium hospitality brand Revolution Bars.

A lively discussion of the pros and cons of timely CX topics.

Join your peers in a smaller group as you discuss topics specific to your industry.

Is More Technology Helping or Hinderingthe Experience for Customers?Alex Harrod, Technical Success Director

Head to Head2:50 — 3:15 pm

Do Incentives Drive Positive or Negative Behaviour in CX?Chris Sparling, Client Services Director

Are There Generational Di�erences Within Delivering a Great Customer Experience?Simon Fraser, Senior Director of Client Services

RetailEmma Hodgetts & Sue Hedaux

Industry Roundtables3:35 — 4:05 pm

International/ServicesChris Sparling & Nan Russell

HospitalityMatt Trickett & David Godfrey

Break3:15 — 3:35 pm

Invested

Human

Bold

Invested

Human

Bold

Analyse. Act. Ascend.

Monday, 15th May continued...

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

4:05 — 5:00 pm

Day One CloseJames Bolle, UK Country Head

5:00 pm

Pre-Dinner Drinks6:30 pm

Evening Dinner & Entertainment

7:30 pm

Main Stage

Main Stage

Bar

Glass Rooms

How do you tell your story in a way that generates enthusiasm and buy-in? What are the elements to a good story? How to make your internal communication appealing and brilliant?

An exquisite three-course dinner seasoned with friendly competition throughout. After dinner, stay for the chance to win there will be chances to win prizes such as a FitBit, GoPro, iPad, shopping vouchers, and more.

Meet InMoment's new CEO over breakfast with a small group of fellow executives. This is the perfect opportunity to get to know Andrew, hear his take on the industry, and ask questions.

CX ROI doesn't happen by accident. James Bolle, a veteran of CX measurement and customer listening, will share essential elements in building and proving value in CX initiatives.

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 in building successful, customer-centric organizations: the human factor.

When Steve Rowe took over as CEO of Marks & Spencer in April 2016, his first address to the media and his sta� was clear: "One of our main objectives this year is to put customers at the heart of our business." This presentation focuses on the company's natural progression from a basic CX programme to one powered by strong leadership and strategic collection, analysis, and integration of customer feedback.

Welcome to another great day of CX learning!

THEME: Understanding Executives

Tuesday, 16th May

Executive Breakfast:Meet Andrew Joiner

8:00 — 9:00 am

Day Two Kicko�James Bolle, UK Country Head

9:30 — 9:40 am

Proving the Value of CXJames Bolle, UK Country Head

9:40 — 10:10 am

Keynote:Red Shoes LivingLonnie Mayne, Founder & CEO at Red Shoes Living

10:10 — 10:40 am

Client Story: Marks & SpencerJohn Heatherington, International Operations Manager at Marks & Spencer

10:40 — 11:00 am

8:30 — 9:30 am Registration

Restaurant

Main Stage

Main Stage

Main Stage

Main Stage

Welcome Desk

Analyse. Act. Ascend.

Tuesday, 16th May continued...

Client Story: Ti�any & Co.Jami Blake, Director, Voice of the Customer at Ti�any & Co.

THEME: Actions and Impact

Keynote: Black Box ThinkingMatthew Syed

2:20 — 3:10 pm

3:10 pm

3:15 pm

Conference CloseJames Bolle, UK Country Head

Book SigningMatthew Syed

2:00 — 2:20 pm

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

11:25 — 12:15 pm

Product Strategy & InnovationJD Nyland, EVP of Product &Derek Newbold, CTO

12:15 — 1:00 pm

Break11:00 — 11:25 am

Lunch1:00 — 2:00 pm

Main Stage

Main Stage

Main Stage

Main Stage

Main Stage

Human

Restaurant

Hear the latest CX research for EMEA hot o� the press from The Institute of Customer Service (ICS).

Jami Blake takes you behind the scenes of Ti�any and Co., and how this world-class brand leverages the customer voice to multiply value.

Using compelling examples from healthcare, aviation, business, education, sport and the criminal justice system, Matthew Syed will highlight how to implement a growth culture and the di�erence that can have on performance and growth – both at an individual level and at an organisational level.

Please queue up to collect your free copy of Matthew's book, and receive a personalised note from him as well.

We bid you a farewell until CX Elevated 2018!

EVP of Product, JD Nyland, and CTO, Derek Newbold, discuss product strategy and vision. They will demonstrate how the newest features and functionality of the InMoment platform solve business problems.