New event

The Connected Customer

Delivering better customer experiences through a modern digital ecosystem

“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


Wednesday 29 March 2023, from at 9:00 am to 1:00pm


Meet us at The Institute of Chartered Accountants, 1 Moorgate Place, EC2R 6EA


The future of Artificial Intelligence, digitalisation, and marketing technology is here!


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.


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,
  • 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


Hideki Hashimura



David Cowan

Managing Director

The Financial Services Forum

Tom Jeanes

UK Commercial Lead


Faye Williams

Internal Sales Director

Time Investments

Sarah Stocks

Global Director of Customer Success & Customer Support

Merkle Science

Tom Laidlaw

Chief Product Officer


Ann Shackleton

Membership Engagement and Data Specialist


Carla Bishop

Head of Client Relations

Eight Wealth Management Ltd

Alex Sword


The Financial Services Forum

George Graham

Enterprise Account Manager

Alicia Campbell

Enterprise Account Executive

Financial Services Zendesk

George Cox

Project Lead


Lizzie Heywood

Customer Success Manager


Deni Angelova

Regional Manager


Jamie Bergmann

Solutions Consulting Sr. Manager


Elly Tolervy-Suter

Enterprise Account Exec.



This event has the support of global companies such as:

The connected customer 2023

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