Date: Wednesday 15 October 2014 - Thursday 16 October 2014

Location: London, UK

Related categories: IT, Technology & Media »

Bridging the gap between good CX strategic intentions and actual performance in delivering valuable experiences in today’s multi channel environment

According to a global survey with 2,500 marketers and internet professionals carried out at the end of 2013, conducted by Adobe and Econsultancy, marketer’s are most excited about customer experience (20%), even beating one of the biggest areas we have been hearing about for the past couple of years; mobile (18%) followed by content marketing (15%).  It is important to also note, that the report also revealed that customer experience not only is the most exciting opportunity for 2014 but also in the next 5 years.

As digital channels and customer expectations evolve rapidly, refining and optimising your CX strategy to cater to the changes and delivering exceptional experiences becomes crucial in achieving customer loyalty in today’s market place.

ACI’s Customer Experience Management Summit taking place on 15th & 16th October 2014, is a two day event focussed on transforming your customer experience management (CXM) initiatives through identifying key challenges in CXM, utilising the latest developments across multiple platforms to your advantage, creating experiences that will resonate with your customers' desires in truly connecting with your customers whilst meeting business objectives.

Through cross sector case study presentations, panel discussions led by local and International industry experts and networking sessions, the event will provide you with an interactive peer-to-peer learning platform to address and overcome key industry challenges in CXM and help you take your CX strategy to the next level.

Key Topics


  • Voice of the Customer (VOC) data collection and analysis
  • Customer experience management in the rapidly evolving digital age
  • Developing creative and successful mobile experiences
  • Building brand loyalty the social way
  • Implementing an omnichannel CX strategy
  • Capitalising on Big Data to enhance the customer experience
  • Improving your employee engagement programmes to improve customer loyalty
  • Building the business case for an enhanced CX strategy
  • Best in class strategies and tools to measure acquisition, retention and efficiency
  • Going beyond Net Promoters Score (NPS)

Conference Chairmen:

  • Martin Dowson, Member of the Board of Ambassadors  & Director – CX Strategy,Customer Experience Professionals Association (CXPA) & Comotion
  • Crispin Beale, Chief Executive - Chime Insight & Engagement Group; CAA Consumer Panel; UK ESOMAR Representative & Board Director, MRS (Market Research Society)

Keynote Speaker:

  • Marc McNeil,Customer Experience Director, Auto Trader


  • Ian Golding, Customer Experience Specialist, UK Ambassador, Customer Experience Professionals Association (CXPA)
  • Janne Ohtonen, Chief Customer Experience Officer,
  • Caroline McKinley, Customer Experience Manager, Royal Bank of Scotland Group
  • Martin Dowson, Member of the Board of Ambassadors  & Director – CX Strategy, Customer Experience Professionals Association (CXPA) & Comotion
  • David Metcalf, Head of Customer Strategy and Customer Experience, Porsche Cars GB Ltd
  • Mark Squires,Managing Director, Watermelon Research
  • Dennis Fois, CEO, Rant & Rave
  • Morris Pentel, Chairman, Customer Experience Foundation
  • Tony Dobbs, CRM Consultant, E.ON
  • Steve Messenger, Director and Founder, RedRoute International Limited
  • Rebecca Jennings, Principal Client Advisor, Global Reviews
  • Dr. Remo Gerber, UK CEO, GetTaxi
  • Andrew Archibald, Director of Customer Experience, Travelodge Hotels Limited
  • Rod Grainger, Head of Customer Support, Marston’s Beer Company
  • Joseph Macleod, Global Design Director, ustwo™
  • Steve Haworth, CEO, TeleWare Group Plc
  • Saad Saraf, CEO, Mediareach Advertising/ThinkEthnic

Who Should Attend

Directors/Heads/Managers of:

  • Customer Experience
  • Customer Relationship Management
  • Consumer Engagement
  • Marketing
  • Loyalty
  • Customer Service
  • Customer Insights
  • Customer Analytics
  • Customer Retention


  • Retail
  • Banking, Finance and Insurance
  • Utilities
  • Travel
  • Government
  • FMCG
  • F&B
  • Pharmaceutical
  • Automotive
  • Education & Charities
  • Entertainment & Media & Leisure
  • Technology


For further information or to register your attendance contact:

Claire Taylor-Payne

Tel: +44 (0) 20 3141 0601


Commercial & Sponsorship Opportunities

For all sponsorship enquiries please contact:

Krisztina Szabo

Tel: +44 (0) 20 3141 0603


Speaking Opportunities

If you would like to be considered as a speaker for the event with a 20-30 minute presentation, please submit an abstract for consideration to:

Tia Akbari

Tel: +44 (0)20 3141 0643



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Conference Sponsors
Conference Venue

Danubius Hotel Regents Park
18 Lodge Rd, St John's Wood, NW8 7JT
London, UK


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