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10th year - Europe’s Largest Customer Engagement Event is back!

Customer Engagement Summit 2022

We’re living in the most transformational period that many of us will ever experience, where the voice of the customer and the experiential aspect of CX is more important than ever. Under the overarching theme of The Only Constant is Change: The Role of Human Experience and Technology in Transforming CX, the industry’s largest event promises a jam-packed day of diverse content covering all aspects of customer engagement.

  • In-Person Conference
  • Westminster Park Plaza, London
  • Tuesday 15th November 2022
Register
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Explore all ASPECTS OF CUSTOMER ENGAGEMENT

Explore the role of human experience and technology as CX becomes increasingly driven by holistic, predictive and precise data solutions, and examining how data and analytics are integral to the CX programmes of the future.

Hear from top-level speakers from world-class brands as they draw upon real-life case studies to showcase the latest innovations in the CX world, sharing valuable, take home, implementable ideas and strategies to enhance customer engagement. Join us live at the Westminster Park Plaza on the 15th November 2022 to become more attuned to your customers and deliver the service they expect in this ever-more digital world of human engagement. 

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Key facts

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4 X STAGES
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100+ PRESENTATIONS
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ONE-DAY EVENT
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ROUNDTABLE SESSIONS
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CASE STUDY PRESENTATIONS
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1-2-1 MEETINGS

WHAT TO EXPECT

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TOPIC STREAMS

Calculating the true ROI of Sales Enablement

Sales Enablement initiatives are a fantastic way of improving the buyer experience and increase the number of potential sales into closed deals. However, calculating the ROI of sales enablement initiatives is crucial in order to prove the worth of the programmes. Join this stream for practical tips on how to calculate the ROI of your sales enablement programmes.

Tracking Software and Going Beyond the Analytics

We’re able to track buyer journeys in ways that have never been possible before, with organisations who are using tracking methodologies seeing huge success in transforming their buyer journeys and conversion rates. Join this stream to discover how you can better track your customer journeys and enhance success as a result.

Sales Enablement Content Performance

Content is king when it comes to effective sales enablement techniques. This stream will look at the best ways to analyse how effective your current content strategies are, as well as ideas on how to create content that will enhance performance.

Importance of Experience in Selling

Customer Experience is widely recognised as a way to differentiate organisations from their competition and retain loyal customers. Join this stream to discover how you can improve your customer experience as part of your sales enablement strategy.

Sales Enablement Maturity Model

The process of optimising your sales process and equipping your reps with everything that they need to be effective and efficient doesn’t happen overnight. There are five stages that companies go through as they improve effectiveness: Ad-hoc, Reactive, Managed, Data-Driven and Optimised. Join this stream to discover how to become an ‘Optimised’ organisation when it comes to sales enablement maturity.

Accelerating Sales with Sales Engagement

Optimising your sales process and enabling your reps through enablement training will inevitably enable you to accelerate the buyer journey and close potential deals faster. Join us to find out how to accelerate your sales process through enablement.

Technology Investment, Choosing the Right Tools

With so much technology out there, we’ll be helping you optimise your technology stack and pick the best suited option for your organisation.

Evolution of Sales Enablement Solutions

With the acceleration in technology meaning that the possibilities are endless when it comes to available sales enablement solutions, we’ll be bringing you the best ideas to optimise your tech stack and fast track your success.

Sales Enablement Seller Readiness

Any modern business is typically deeply data-driven. Seller readiness looks at how to optimise your training investments and ensure that your team are equipped with everything that the need in order to be successful.

Importance of Experience in Selling

Customer Experience is widely recognised as a way to differentiate organisations from their competition and retain loyal customers. Join this stream to discover how you can improve your customer experience as part of your sales enablement strategy.

Evolution of Lead Generation and Pipeline Marketing

The sales and marketing departments are working in sync more than ever before, breaking down internal silos and working on moving leads through the sales funnel to achieve success. As part of this, lead generation, pipeline and account based marketing are key. Join this stream to discover how to generate relevant leads and create engaging marketing techniques to accelerate leads through the sales pipeline.

Tarv Nijjar

Tarv Nijjar

McDonald's Global Senior Director, Global Strategic Insights CX & AI
Experienced global executive with a demonstrated history of working in the consumer goods and restaurant industry. Skilled in Digital, Strategy, Finance, Business Planning, Sales, Big Data Analytics, Econometrics and AI using recursive neural networks and Data Science.
Vinay Parmar

Vinay Parmar

National Express Chief Customer Officer

Recently appointed as Chief Customer Experience Officer, Vinay is tasked with developing the Customer Experience Strategy for National Express’s UK divisions. In his 7 years with National Express, Vinay has held positions as MD of their Accessible Transport and before that UK Customer and Digital Experience Director leading the Contact Centre and Digital Commerce teams to positively transform the perception of coach and bus travel through driving excellent service throughout the customer journey. Prior to joining National Express, Vinay spent over the last 23 years working with leading brands in the Financial Services, Telecom, Automotive and Travel sectors inspiring improvements in customer service and experience.

Leon Ellerton

Leon Ellerton

Experian Client Delivery and Customer Experience Director
I have a real passion for enabling and delivering Customer / Client Value and Experience driving satisfaction and revenue which has been developed over 16 years across multiple industries. Working for some of these industries most recognisable brands (Royal Bank Of Scotland, Kuoni GTA, Willis Towers Watson, Experian) I have worked end to end across the value chain to drive enhanced customer centricity and improvements that have a tangible impact to the Client utilising both digital and technology solutions but also leveraging process and engaging people.
Bruce Swan

Bruce Swan

Panasonic General Manager, Customer Care and Digital Service
I have worked in customer care for the majority of my 18-year career, specialising in business transformation and nurturing high performing teams. My various roles have afforded me opportunities to travel to a wide variety of destinations and experience rich and immersive cultures, which has helped me to appreciate the varying needs of customers and colleagues. I am passionate, both personally and professionally, about technology and how it impacts on the way we live our lives and do our jobs. When I’m not working, I’m a husband and a father to two energetic children.
Maria Vidler

Maria Vidler

Starling Bank Customer Outcome & Resolution Director
Maria is the Customer Outcome & Resolution Director for Starling Bank. She is an experienced senior leader, with a proven track record in the financial services sector which spans over 20 years. Maria cares passionately about customer centricity and has successfully delivered a number of operational performance and customer experience improvements at multiple financial services organisations in order to support business and strategic ambitions
Angela Johnson De Wet

Angela Johnson De Wet

Lloyd's Banking Group Commercial Banking Technology Leader

Ange is responsible for Governance and Compliance for Lloyd Banking Group’s Cloud Enabled Business Transformation Programme. Before her current role, Ange was Head of Cloud and Technology Change Risk.

Prior to working at Lloyds, Ange led transformation teams and programmes at Deutsche Bank including: Cloud Security, Risk and Compliance, Anti-Financial Crime Analytics, Data Quality People Change and Money Markets Finance, Risk and Regulatory Reporting.  

Before joining Deutsche Bank, Ange worked as a Senior Manager at EY across Asia Pacific and EMEIA within the Financial Services Organisation focusing on Corporate Banking and Capital Markets transformation and business, technology and programme advisory. Ange started her career at IBM in Australia working as a developer, tester, designer and then business analyst and project manager.

Ange has an honours degree in Mechanical Engineering (Mechatronics / Robotics) and Computer Science from the University of Melbourne, Australia.

Clare Pitts

Clare Pitts

Pilgrims Food Master Consumer Relations Manager
I am a Consumer Relations Manager at Pilgrim’s Food Masters (formerly Kerry Foods) My career began in what was then the Ministry of Agriculture, Fisheries and Food. I then took a break to study for a degree in English Literature at University. After graduating, I worked in Marketing at Penguin Books then moved to a Supply Chain role at Safeway which led to a position at Colgate Palmolive. Therefore my journey to date has been varied and diverse, working in the Ministry of Agriculture dealing with the foot and mouth crisis, to visiting abattoirs in North Yorkshire to see our cooked meats before they hit the supermarket shelves, to having a deep knowledge of possible shower gel allergens and to the current day, where I love working on the Pilgrims ready meals, sausages & snacks range. At the same time, I love engaging with the various Customer Service centres over the years in Barcelona, Luxembourg and Warrington to name but a few. This very squiggly career path has served me well in developing my skills into a forward-thinking Consumer Relations Manager. These different roles have enabled me to develop the customer experience to ensure we keep the customer at the heart of the business using our insights.
Adam Lowe

Adam Lowe

Aston Villa FC Head of Marketing
Adam is Head of Marketing at Aston Villa Football Club, leading the Marketing, Digital, Data & Insights, and Design teams. Adam has been at the club for 9 years, including a period as Interim-CCO, having previously worked at Mitchell's & Butlers - specialising in Marketing plus spending time across the Technology, Finance, Operations and HR departments.
 
Following a hugely successful fan engagement campaign, Aston Villa Football Club are finalists in the Engage Awards for Best Use of Voice of the Customer and Best Customer Centric Strategy.
Tom Kirby

Tom Kirby

Huel Senior Customer Experience Manager
With experience leading the customer experience for some of UK’s fastest-growing businesses, Tom is an award-winning CX manager with a track record of driving efficiency and customer satisfaction.
William Agnew

William Agnew

Natwest Experience Lead - Video Banking
An experienced and capable operational leader, that can also deliver change at pace within the financial services industry. I particularly excel in leading teams through change, whilst also balancing multiple priorities.
Nathan Sanders

Nathan Sanders

Ford Head of European Contact Centres

Hello -  I am Nathan Sanders and I am the Ford of Europe Customer Relationship Centre manager. Been at Ford 27 years holding 13 different positions within this time.
I am married with three children, 6, 15 and 17.
I enjoy watching all sports and play golf when time allows. Also enjoy DIY and gardening.
My experience covers finance, audit, dealer support for both sales and aftersales 
I have always been keen to learn about the customer and deliver a service that produces a response of ‘ that was excellent’
At Ford not only are vehicle preferences and uses evolving, so are customer expectation on support and feeling part of a family or community.
As the electric evolution continues, the relationship Ford has with its customers is changing and my team are seeing these changes every day.

Cheryl Graham

Cheryl Graham

Sky Service Strategy Manager

Cheryl Graham is a Service Strategy Manager in Sky, working in Group Service Management within the Centre of Excellence, Digital Service, CX & Tech Futures. She works across the business collaborating with cross functional teams, bringing those teams together to drive excellence in the customer experience and customer service space across all channels. With technology at the forefront of almost everything we do, there is also a focus on emerging technologies, incorporating service management wraparounds whilst maintaining service economics. Cheryl’s career in technology and customer experience spans nearly 20 years across several industries, including Oil and Gas, Finance and Regulatory and Telco. She is also co-Chair of the Sky volunteer network TECHWomen, a network which champions women in technology, both in inspiring the next generation but also attracting and developing women in technology roles.

Sarah Reeder

Sarah Reeder

Sky Service Strategy Manager

Service Strategy Manager working in Group Service Management (GSM), focused on Digital Service: CX & Tech Futures. Supporting with the launch of new products and systems, driving operational efficiency, and looking at how we harness technology to better serve our customers as we move into the digital age of Web3.0 and the Metaverse while balancing service economics.

Before moving to GSM, I worked as Operations Performance Manager at NOW (Sky’s app-based streaming service), delivering record high customer metrics through outsource partner contact centres.

Mental Health First Aider and Wellbeing Champion for Sky – running several initiatives to empower everyone to feel supported and comfortable to discuss mental health in the workplace.

Anna Wilcox

Anna Wilcox

Bupa Head of Customer Experience

Anna is an established customer experience and marketing professional with a proven track record of delivering excellent commercial performance over the 20 years of my career.

I started my career in marketing, planning and driving growth for large corporate organisations across industries such as the motor trade, pharmacy and IT. Over the years my passion for marketing sparked an interest in customer behaviour and 6 years ago I moved into the Customer Experience profession.

I now head up the Customer Experience function at Bupa Insurance, aiming to be the world’s most customer centric healthcare organisation.

All helping to achieve our purpose of helping people live longer, healthier and happier lives and making a better world.
John White

John White

Domestic & General Customer Experience Director
John has 19 years experience in Customer Experience roles across various industries (FS, Auto, Hospitality, and B2B). An experienced CX professional, John has worked within Consulting practices (Accenture Strategy and Kantar) as well as in industry (ex-Deliveroo, and now at Domestic & General).
Abdul Khaled

Abdul Khaled

E.ON Head of Digital Customer Experience
Abdul leads the digital and customer experience function at E.ON’s new challenger brand in the UK – E.ON Next. With extensive digital experience, Abdul has been involved in leading digital strategy, transformation and growth at global brands, most recently with Cisco and Subway, as well as driving innovation at several start-ups both nationally and internationally. At E.ON Next Abdul is currently building a new digital-first product and CX team tasked with disrupting and revolutionising the energy space. His focus is on high performance, innovative ways of working and culture building. He regularly shares his expertise through webinars, conferences and thought leadership pieces as well as coaching upcoming digital leaders.
Lance Hitchins

Lance Hitchins

Mitsubishi Electric Head of Customer Training

The Head of Customer Training for Mitsubishi Electric UK. 

Mitsubishi Electric has developed a proud reputation for excellence over its 100-year history, and today, they offer a pioneering range of cooling, heating, ventilation, and controls solutions that deliver reliable, accurate, energy efficient comfort for any building, all year round.

A multiple award-winning Learning and Development leader who’s passion is to help organisations enhance their Customer journey. 

Prior to joining Mitsubishi Electric Lance spent time in multiple industries such as Finance, Insurance and Technology undertaking several leadership roles in operations and training.

Mark Kemp

Mark Kemp

AT&T Head of Customer Experience

I am a highly experienced Head of Customer Experience / Head of Customer Success / Head of Customer Service leading full lifecycle strategy & target operating model design to transformational programme delivery.

I am an expert in Problem Solving and the use of big data to analyse and assess different ways to improve the customer journey and experience.

Sarah Lander-Scott

Sarah Lander-Scott

Barchester Healthcare Head of Customer Experience
Sarah is a passionate individual experienced in the delivery of Customer Experience strategy and People Development. With a proven track record of improving customer satisfaction and driving commercial performance, Sarah has experience in leading large CX teams as well contact centres, driving process change and overall brand experience. Currently heading up one of the largest healthcare providers CX team, Sarah has implemented a CX strategy and new team to drive improvements across the 250+ care home settings and mental health hospitals. A challenging environment, particularly during the pandemic gave plenty of opportunity to learn, adapt and deliver customer experiences for the 12,500 residents and patients Barchester care for and their loved ones (who are customers too!)

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VENUE DETAILS

Westminster Park Plaza Hotel

200 Westminster Bridge Rd, London SE1 7UT

TICKET OPTIONS

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  • For Suppliers
  • 2 Halls of Quality Content
  • Networking and Commercial Opportunities 

  • Event Networking
  • Interviews
  • Panel Debates
  • Lunch Provided
  • After-Event Drinks
  • Registrations are subject for approval 

READY TO BUILD A BETTER CUSTOMER EXPERIENCE?

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