The 6th Annual Customer Focus Summit 2017

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

Customers are increasingly digitally-aware, with revised levels of attention and patience. They engage with brands, products and organisations at a wholly different level and swiftly changing expectations. A tech-driven and mobile lifestyle has changed the nature and purpose of touch-points. Customer-centricity is no longer just a question of service – it is a crucial aspect of company brand.

The Customer Focus Summit is a must-attend event for all senior professionals interested in customer experience, brand management, social media, and service delivery.

Join panel discussions led by highly recognised brands. Join in with your peers on discussion groups and workshops. Enjoy case studies that will provide you with key takeaways on:

  • Anticipating changing customer expectations
  • Keeping brand loyalty alive
  • Developing service strategies to cater to changing consumer lifecycles
  • Building an effective multi-channel strategy
  • Designing customer-centricity into the organisation and product from the start
  • Delivering the right service in the right channel at the right time

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.

In 2017, this summit will be co-located with the Digital Content Summit giving you the opportunity to compare notes with digital marketing experts on how to communicate effectively with your audience, best practices in multi-channel communications, and using data to fully understand what the consumer wants.

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 Lace on 0208 349 6458 or emailing lace.b@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

2016 speakers

Click here for more information on the speakers at
Customer Focus Live 2016
Please check back in November for our 2017 speaker lineup

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.