Customer Engagement Summit, 9th October 2025, London
Thursday, October 9, 2025, 0815 - 1930
#1 CUSTOMER ENGAGEMENT CONFERENCE
Engaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth. Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers.
This isn’t just an improvement, it’s a leap into a customer centric future. Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. This isn’t just another conference - it’s a premier opportunity to forge new business relationships with 2,000 attendees, engage in face-to-face meetings, and ensure you stay up to date with the latest information and knowledge to help transform your business. The conference agenda will take you on a journey of innovation and collaboration. Prepare to be inspired and challenged as we explore six meticulously curated stages, each offering a deep dive into customer engagement strategies through compelling case studies.
FUTURE OF THE CONTACT CENTRE
Contact centers are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.
Enhancing Service Quality and Efficiency
Multi-Channel Support Strategies
Employee Training and Motivation in Customer Service
Proactive Customer Service Strategies
Using Technology for Service Improvement
Best Practices in Customer Service
CUSTOMER CONTACT
Customer engagement is evolving to dynamic, AI powered multichannel interactions. Businesses are adopting omnichannel strategies that seamlessly integrate voice, chat, social media, and self-service options. This transformation is driven by AI-enabled personalisation, predictive analytics, and automated solutions that provide faster, more tailored customer experiences across all touchpoints.
Ai-powered Personalised Interactions
Seamless Omnichannel Experience Delivery
Real-time Adaptive Customer Support
Virtual Shopping Assistance Integration
Automated Cross-channel Marketing Solutions
Mobile-first Engagement Strategies
DATA AND ANALYTICS
Empowering businesses to gather and analyse huge amounts of information from diverse sources, revealing patterns and trends in customer behavior and identify friction points. Understanding individual preferences helps create personalised experiences boosting satisfaction and loyalty and help anticipate future actions, allowing proactive strategies to reduce churn. Using real-time insights to refine messaging, product offerings, and marketing campaigns for targeted engagement.
Integrating Data from All Customer Touchpoints
Predictive Modelling for Customer Insights
Real-time Data Analytics in Customer Engagement
Ethical Use of Customer Data
Data Visualization Techniques for Customer Insights
Using Personalisation in Customer Engagement
CUSTOMER EXPERIENCE MANAGEMENT (CXM)
A holistic strategy integrating methodologies, processes, and technologies ensuring positive customer interactions across all touchpoints throughout the customer lifecycle, relying on gaining deep insights into customers’ needs, preferences and behaviors through tools such as customer surveys, feedback analysis, and customer journey mapping. Effective CXM requires collaboration across various organisational functions, including marketing, sales, service and operations, to create seamless and memorable experiences.
Implementing Customer-Centric Culture and Practices
Designing and Optimising Customer Journeys
Measuring and Improving Customer Outcomes
ENGAGEMENT MARKETING
Fostering two-way conversations between brands and customers to forge meaningful connections through digital channels like email, social media, and push notifications. Delivering timely, personalised content to boost customer engagement, focusing on tailored experiences that align with customers’ interests, encouraging active participation. Placing customers at the center of the strategy, brands can build emotional connections, enhance satisfaction, ultimately strengthening brand-customer relationships.
Integrating Email and Social Campaigns
Creating Valuable, Relevant Content
Fostering Two-way Dialogue With Customers
Setting Measurable Goals and KPI’s
Building Emotional Connections Through Storytelling
Analysing Cross-channel Engagement Metrics
LOYALTY, RETENTION AND GROWTH
Customer engagement drives loyalty and retention by fostering emotional connections that lead to repeat purchases, increased spending and ultimately growth. Engaged customers become brand advocates and provide valuable feedback. Sales teams can leverage these strong relationships to cross-sell and upsell more effectively.
URLs:
Website: https://go.evvnt.com/2936326-0?pid=2874
Sponsor: https://go.evvnt.com/2936326-3?pid=2874
Brochure: https://go.evvnt.com/2936326-4?pid=2874
Category: Conferences | Business & Economics | Management | Call Centre & Customer Management
Speakers: Marco Merkx IKEA Global Customer Engagement Development Leader, Joana de Quintanilha Forrester VP, Principal Analyst, Jasmin Wheeler John Lewis Customer Experience Lead, Rebecca Martin John Lewis Senior Customer Experience Manager, Shannon Hamer Economist Global Head of Customer Success, Simon Birch Hobbycraft Customer Service Manager, Charlotte Burridge-Taylor Volvo Head of Training for Global Customer Care, Deborah Woods Costa Coffee Contact Centre Manager, Samantha Lewis-Williams Financial Times Head of Marketing Automation, Dina Hassan LinkedIn Head of Customer Success - Global Clients, Search and Staffing - EMEAL, Anna Wilcox Bupa Head of Customer Experience, Chloe Rice Shutterstock Director, Global Customer Experience, Melanie Fischer Xero Director, Customer Experience - UK AND EMEA, Rebecca Gordon Westminster City Council Head of Online Customer Experience, Vanessa Milan Cambridge University Press and Assessment Head of Voice of the Customer, Global Operations
Engaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth. Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers.
This isn’t just an improvement, it’s a leap into a customer centric future. Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. This isn’t just another conference - it’s a premier opportunity to forge new business relationships with 2,000 attendees, engage in face-to-face meetings, and ensure you stay up to date with the latest information and knowledge to help transform your business. The conference agenda will take you on a journey of innovation and collaboration. Prepare to be inspired and challenged as we explore six meticulously curated stages, each offering a deep dive into customer engagement strategies through compelling case studies.
FUTURE OF THE CONTACT CENTRE
Contact centers are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience.
Enhancing Service Quality and Efficiency
Multi-Channel Support Strategies
Employee Training and Motivation in Customer Service
Proactive Customer Service Strategies
Using Technology for Service Improvement
Best Practices in Customer Service
CUSTOMER CONTACT
Customer engagement is evolving to dynamic, AI powered multichannel interactions. Businesses are adopting omnichannel strategies that seamlessly integrate voice, chat, social media, and self-service options. This transformation is driven by AI-enabled personalisation, predictive analytics, and automated solutions that provide faster, more tailored customer experiences across all touchpoints.
Ai-powered Personalised Interactions
Seamless Omnichannel Experience Delivery
Real-time Adaptive Customer Support
Virtual Shopping Assistance Integration
Automated Cross-channel Marketing Solutions
Mobile-first Engagement Strategies
DATA AND ANALYTICS
Empowering businesses to gather and analyse huge amounts of information from diverse sources, revealing patterns and trends in customer behavior and identify friction points. Understanding individual preferences helps create personalised experiences boosting satisfaction and loyalty and help anticipate future actions, allowing proactive strategies to reduce churn. Using real-time insights to refine messaging, product offerings, and marketing campaigns for targeted engagement.
Integrating Data from All Customer Touchpoints
Predictive Modelling for Customer Insights
Real-time Data Analytics in Customer Engagement
Ethical Use of Customer Data
Data Visualization Techniques for Customer Insights
Using Personalisation in Customer Engagement
CUSTOMER EXPERIENCE MANAGEMENT (CXM)
A holistic strategy integrating methodologies, processes, and technologies ensuring positive customer interactions across all touchpoints throughout the customer lifecycle, relying on gaining deep insights into customers’ needs, preferences and behaviors through tools such as customer surveys, feedback analysis, and customer journey mapping. Effective CXM requires collaboration across various organisational functions, including marketing, sales, service and operations, to create seamless and memorable experiences.
Implementing Customer-Centric Culture and Practices
Designing and Optimising Customer Journeys
Measuring and Improving Customer Outcomes
ENGAGEMENT MARKETING
Fostering two-way conversations between brands and customers to forge meaningful connections through digital channels like email, social media, and push notifications. Delivering timely, personalised content to boost customer engagement, focusing on tailored experiences that align with customers’ interests, encouraging active participation. Placing customers at the center of the strategy, brands can build emotional connections, enhance satisfaction, ultimately strengthening brand-customer relationships.
Integrating Email and Social Campaigns
Creating Valuable, Relevant Content
Fostering Two-way Dialogue With Customers
Setting Measurable Goals and KPI’s
Building Emotional Connections Through Storytelling
Analysing Cross-channel Engagement Metrics
LOYALTY, RETENTION AND GROWTH
Customer engagement drives loyalty and retention by fostering emotional connections that lead to repeat purchases, increased spending and ultimately growth. Engaged customers become brand advocates and provide valuable feedback. Sales teams can leverage these strong relationships to cross-sell and upsell more effectively.
URLs:
Website: https://go.evvnt.com/2936326-0?pid=2874
Sponsor: https://go.evvnt.com/2936326-3?pid=2874
Brochure: https://go.evvnt.com/2936326-4?pid=2874
Category: Conferences | Business & Economics | Management | Call Centre & Customer Management
Speakers: Marco Merkx IKEA Global Customer Engagement Development Leader, Joana de Quintanilha Forrester VP, Principal Analyst, Jasmin Wheeler John Lewis Customer Experience Lead, Rebecca Martin John Lewis Senior Customer Experience Manager, Shannon Hamer Economist Global Head of Customer Success, Simon Birch Hobbycraft Customer Service Manager, Charlotte Burridge-Taylor Volvo Head of Training for Global Customer Care, Deborah Woods Costa Coffee Contact Centre Manager, Samantha Lewis-Williams Financial Times Head of Marketing Automation, Dina Hassan LinkedIn Head of Customer Success - Global Clients, Search and Staffing - EMEAL, Anna Wilcox Bupa Head of Customer Experience, Chloe Rice Shutterstock Director, Global Customer Experience, Melanie Fischer Xero Director, Customer Experience - UK AND EMEA, Rebecca Gordon Westminster City Council Head of Online Customer Experience, Vanessa Milan Cambridge University Press and Assessment Head of Voice of the Customer, Global Operations
Starting Price Per Person
Free
Other Information
Where
Evolution London
Chelsea Bridge
London England SW11 4NJ
United Kingdom
( Multi-Purpose Events Venue )
Chelsea Bridge
London England SW11 4NJ
United Kingdom
( Multi-Purpose Events Venue )
Event Organizer Contact
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Event ID: 248407
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