7 days until ECMW - Register

ICBI Event

Dates : 12-15 May 2020
Venue : Royal Lancaster Hotel, London

Highlights / Key themes

Our extensive market research to develop the ECMW programme, has highlighted customer experience as a particular area to focus on in addition to the main conference programme. So with this in mind, we have put together 2 fantastic customer experience-focused days:

Customer Experience Summit – 12th May

We have a fantastic one-day programme with the hottest companies and speakers in customer experience sharing their insights with you. Download the programme for further details.

As a special feature of the day, Cragrats will use some theatrical scenarios and short pieces of video to illustrate the characteristics of three customer experience mindsets. The session is highly interactive with the audience becoming ‘participants’ who are asked to consult with fellow attendees and to contribute thoughts and observations. The aim is to provoke ‘deep’ learning in all participants. This learning state is one where you apply your observations to your workplace. For some this will be an immediate light bulb moment while others who are more reflective learners will ponder the implications for their business. What is certain is that this unique insight into the concept of customer experience combined with the powerful learning environment will achieve an unforgettable session that will leave a lasting impression.

Customer Experience Workshop – 15th May

A brand new workshop day led by Lou Carbone, Experience Engineering & Chris Daffy. The Academy of Service Excellence. This hands-on workshop will provide you with a more intimate environment to learn from the gurus in customer experience together with 2 US focused and 2 UK focused case study speakers. The perfect mix of theory and practical learning.

In addition to the 2 above-mentioned experience focused days, the main conference programme is packed with the leading corporates giving in-depth sessions on the key skills and experiences to revolutionise your customer service, experience and loyalty. Just some of the companies confirmed include:

MARKS AND SPENCER – Learn from Marks and Spencer’s brilliant recovery plan which has focused on Better Product, Better Environment and Better Service and ensued in fantastic business results and improved customer service and satisfaction.

JOHN OLIVER OBE, Former CEO, LEYLAND TRUCKS & Chair, NORTHERN LEADERSHIP ACADEMY – John Oliver is a key figure in transforming and turning around organisations. He took Leyland Trucks from virtual bankruptcy through to a European top class competitor within 30 months. Since then it has gone on to be one of the few genuine world class automotive companies in the UK. Learn how John achieves such outstanding success.

FACEBOOK – This year’s phenomenon - Learn how Facebook connect with the Gen Y workforce and customers.

JOHN LEWIS – A great place to work and a great place to shop. You can learn how John Lewis ensures a unique ‘brand’ of John Lewis service every time.

THE GEEK SQUAD– Learn how Robert Stephens used brand and the customer experience to build his authentic brand currency and attract and retain the best talent.

DREAMS – Hear how Mike Clare built his business from one store to over 100 superstores by focusing on employees and customers to stand out from the competition.

GE CAPITAL SOLUTIONS - An exciting B2B focus on how to drive customer loyalty though NPS ‘Listen & Act’ and how to improve the customer experience with improved business results.