New event
The Connected Customer
Delivering better customer experiences through a modern digital ecosystem
- Date: 29 March 2023 from 09:00-13:00
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Location: The Institute of Chartered Accountants,
1 Moorgate Place, EC2R 6EA
“CX is about listening to your customers. When we understand our customers, we can create memorable moments for our brand. We believe customers deserve more than they expect.”
Maribel Linares, Project Manager, Partnership, Loyalty & CX at Baleària
When?
Wednesday 29 March 2023, from at 9:00 am to 1:00pm
Where?
Meet us at The Institute of Chartered Accountants, 1 Moorgate Place, EC2R 6EA
Why?
The future of Artificial Intelligence, digitalisation, and marketing technology is here!
HIGHLIGHTS
The event will present the annual report that redk has developed together with IDG / Foundry “The Connected Customer” for 2023, based on interviews and analysis of companies from across Europe to discover the state of digital maturity, the challenges, and the recommendations.
Digital Maturity of CX
Where are European companies in their digital transformation processes? Learn about the data, challenges, and best practices.
Customer Experience
Omnichannel means you can be where your customers want you to be. What's the next step and how can you prepare?
Digital Marketing in the Spotlight
This is the focus of technological investment. Discover where companies are going wrong and how this technology could be being wasted.
Intelligent Automation is Ready
Artificial intelligence, machine learning, and robotic process automation are changing the world. Do you know how to take advantage of these resources?
Presentation of:
"Towards the Connected Customer 2022-2023"
A study on the state of digital maturity of CRM and CX of companies in Europe.
AGENDA
09:00 – 09:15 · Registration
Registration and breakfast (tea, coffee, and breakfast rolls)
09:15-09:30 · Event Opening and Introduction
Opening remarks and order of the day.
- David Cowan, Managing Director, The Financial Services Forum
- Hideki Hashimura, CRM/CX Strategist and CMO, redk
09:30-09:50 · How Ready are you for The Connected Customer?
Introduction from redk’s CMO, Hideki Hashimura.
- Hideki Hashimura, CRM/CX Strategist and CMO, redk
- Alex Sword, Editor, The Financial Services Forum
09:50-10:10 · Using Intelligent Automation to Scale up Operations
How intelligent automation is changing the workplace forever.
- Jamie Bergmann, Solutions Consulting Sr. Manager, ADA
- Elly Tolervy-Suter, Enterprise Account Exec., ADA
- Hideki Hashimura, CRM/CX Strategist and CMO, redk
10:10-10:30 · Why Software is Not Enough for CRM Success?
Why implementing CRM successfully is much more than just software. Strategy and methodology are the keys to success.
- Tom Jeanes, UK Commercial Lead, redk
- Faye Williams, Internal Sales Director, Time Investments
10:30-10:50 · Challenges of Building an Effective CRM Digital Framework
The challenges of going from old to new technology in a fast-moving environment.
- Hideki Hashimura, CRM/CX Strategist and CMO, redk
- Tom Laidlaw, Chief Product Officer, Frieze
10:50 – 11:20 · Networking and Coffee Break
11:20 – 11:40 · Driving Resilience Through Good Data
The importance of data as a good foundation for CRM and growth.
- Deni Angelova, Regional Manager, redk
- Ann Shackleton, Membership Engagement and Data Specialist, Cochrane
- Lizzie Heywood, Customer Success Manager, SugarCRM
11:40 – 12:00 · Building Customer Experiences That Matter
Building fluid customer experiences that are personalised, fast, and effective.
- George Cox, Project Lead, redk
- Alicia Campbell, Enterprise Account Executive – Financial Services, Zendesk
- Sarah Stocks, Global Director of Customer Success & Customer Support, Merkle Science
12:00 – 12:20 · Employee Experience – Building Highly Collaborative Teams for the Modern Workplace
Why impacting the employee experience is more important than ever and how to create working environments that boost efficiency and output.
- George Graham, Enterprise Account Manager, monday.com
- Carla Bishop, Head of Client Relations, Eight Wealth Management Ltd
12:20 – 13:00 · CRM Predictions for 2023 Roundtable
A discussion based on Forrester Research and the Connected Customer report. Q&A opportunity at the end.
- Chair: Hideki Hashimura, CRM/CX Strategist and CMO, redk
- Tom Laidlaw, Chief Product Officer, Frieze
- Ann Shackleton, Membership Engagement and Data Specialist, Cochrane
- Sarah Stocks, Global Director of Customer Success & Customer Support, Merkle Science
- Faye Williams, Internal Sales Director, Time Investments
- Flagstone
13:00- 13:30 · Conference Close
SPEAKERS AND EXPERTS
Hideki Hashimura
CMO
redk
David Cowan
Managing Director
The Financial Services Forum
Tom Jeanes
UK Commercial Lead
redk
Faye Williams
Internal Sales Director
Time Investments
Sarah Stocks
Global Director of Customer Success & Customer Support
Merkle Science
Tom Laidlaw
Chief Product Officer
Frieze
Ann Shackleton
Membership Engagement and Data Specialist
Cochrane
Carla Bishop
Head of Client Relations
Eight Wealth Management Ltd
Alex Sword
Editor
The Financial Services Forum
George Graham
Enterprise Account Manager
monday.com
Alicia Campbell
Enterprise Account Executive
Financial Services Zendesk
George Cox
Project Lead
redk
Lizzie Heywood
Customer Success Manager
SugarCRM
Deni Angelova
Regional Manager
redk
Jamie Bergmann
Solutions Consulting Sr. Manager
ADA
Elly Tolervy-Suter
Enterprise Account Exec.
ADA
TECHNOLOGY PARTNERS
This event has the support of global companies such as:
