15.00 – 15.30 OPENING KEYNOTE ADDRESS: The Customer Experience Journey: A Road Worth Travelling

• Using Bruce’s latest research findings, examine the current state of customer experience
• Assess key competences that companies need to master to ensure their customer experience will position them as market leader
• Find out how you can accelerate your journey to success

Bruce Temkin
Customer Experience Transformist & Managing Partner, Temkin Group & Former VP & Principal Customer Experience Analyst
Forrester

15.30 – 16.00 Driving Customer Experience From The Top Down: The Only Way For Customer Experience To Succeed

• Why delivering a good customer service is never enough
• A CEO’s constraints: What are they and how you can help support them?
• Find out how LUSH positions the customer at the centre of everything they do

Andrew Gerrie
Co-Founder & CEO
LUSH

16.00 – 16.30 Mind The Gap: Achieving Customer Loyalty Across Generations

Mind the Gap is a humour-filled exploration of the different generational value systems. Understand why younger and older customers have such different expectations and approaches to life, and why loyalty means different things to people from different generations. Dean will show you how by tapping into people’s value systems you can improve customer relationships and build stronger connections with your customers. Apply the insights immediately and change your company forever.

• Develop a clear understanding of what drives loyalty and buying behaviours for different generations, and most importantly, why
• Find out how to connect more effectively to the underlying values that drive attitudes and behaviour of different generations
• Gain numerous practical ideas of how to improve inter-generational connections, specifically relating to people strategy, sales and marketing
• Have the ability and resources to take generational understanding back to the office and empower staff and leaders to understand and apply these insights

Dean van Leeuwen
Co-Founder
TomorrowToday International