10th MAY 2016 | THE WALDORF HILTON, ALDWYCH, WC2B 4DD, LONDON

The 5th Annual Customer Focus Summit 2016

Future-proof your business: customer service strategies for 2020 and beyond


A 'new' generation of customers is here. Digitally-aware, fluent in social media, with revised levels of attention and patience, customers are now engaging with brands, products and organisations at a wholly different level. A tech-driven lifestyle has changed the nature & purpose of touch-points; customer-centricity is no longer just theory to aspire to, it is an absolute necessity.

Find the answers to current pressing issues including:

  • How do you achieve an outstanding customer experience within the limitations of your organisational structure?
  • How can you transform existing structures, from contact-centres through to social media platforms, to engage in a meaningful way with customers?
  • How do you stay ahead in a highly competitive environment and retain customer loyalty through excellence in service?
  • How do you implement new technologies, from Artificial Intelligence to Virtual/Augmented reality to automate processes, increase efficiency and drastically reduce costs?

Customer Focus Live is the only established international event that brings together the industry’s foremost innovators in Customer Experience. With a global footprint, the mandate of speakers at the CFL is to inspire, engage and challenge the audience to be better in a highly competitive marketplace.


The programme, carefully curated by the team of Business Reporter, highlights organisations that stand-out in their customer-centric approach, yet also features those trying to change perceptions, traditions and strategy to transform their organisation for a new customer-centric era.


The agenda features exclusive insights, case-studies and debates that decipher a constantly evolving sector. You will leave armed with actionable insights that you can implement in your organisation, ideas that will help your organisation thrive by engaging successfully with tomorrow’s customers.

Find the answers to current pressing issues including:


    Reserve your place now by registering on our website, calling Tracey on 0208 349 6475 or emailing tracey.m@business-reporter.co.uk

    Having attended two “Customer Focus Lives”, the variety of speakers, topics and peer to peer discussions are useful to share ideas, learn from others and take time out to identify where next to improve our Customers Experience
    ~ Lucy Lowrie, Head of Customer Experience, CollectPlus

Key topics

  • Building an effective employee engagement programme
  • Pre-empting the problem: cutting costs by cutting call centre traffic
  • Measuring service levels and customer satisfaction
  • Keeping the personal touch in omni channel services
  • People vs robots: the future of self-service
Paul Sands

Paul Sands

Director of Customer Experience, Bang and Olufsen
Dominic  Butterell

Dominic Butterell

Customer Operations Director, Quidco
Daniel Haden

Daniel Haden

Director of Customer Experience, American Express
Kathryn King

Kathryn King

Head of Strategic Operations, LV=
Graham Heald

Graham Heald

Director of Customer Experience, The Institute of Customer Service
Simon proule

Simon Sproule

Director of Global Marketing and Communications, Aston Martin

If you are interested in sponsoring Customer Focus Live 2016, please contact Grant Scheffer on
0208 349 6473 or via email at g.sheffer@business-reporter.co.uk.

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