Click on a topic to see an overview of relevant sessions. Click here for the full agenda.

NEW CUSTOMERS, NEW TECHNOLOGIES, NEW APPROACH A 2020 STRATEGY
State of the Nation Address 2016

Serving the Millennials in 2020 and beyond

Advanced analytics, machine intelligence and deep learning transforming customer service, CX and brand loyalty

Making it easy for the autonomous, omni-channel customer

WINNING THE CUSTOMER NEW GENERATION OF CUSTOMERS AND CUSTOMER CENTRICITY
Putting the customer at the heart: how to make customer-easy processes within your organisation, reducing costs and increasing satisfaction

Putting the customer at the centre of your omni-channel strategy

Interactive workshop: you ‘Next Generation’ of customers – are you ready for them?

The Business of One

Fireside chat: dealing with the citizen-customer – the public sector challenge

Developing the in-store customer promise across Bang and Olufsen stores around the world!

Great Expectations: the discerning, luxury market customer and the case of Grand National Hotels

Redesigning customer-led journey mapping at Standard Life

NEXT GENERATION TECHNOLOGY & ORGANISATIONAL TRANSFORMATION

Taking Automation in Customer Service to the next level: a case study from Cambridge City Council

Transforming the “call” centre: the trends, the successes, the failures!

Quidco: 6m+ loyal customers and 4400 engaged retailers beyond the high street – how does it work?

Beyond Facebook and Twitter?: making the most of the new wave of “instant” social media from Snapchat to Vine to Pinterest

Culture, ethos, vision and customer service: the trademarked approach of American Express to delighted customers

The ingredients for creating great customer experiences: culture change, technology and innovation

Don’t forget the process! Delivering effective, true digital change in a non-profit environment

Building a sustainable service culture across the organisation as your competitive differentiator

 Click here for the full agenda.

‘The 2017 agenda will be available from January 2017. If you would like to be notified when this becomes available, please contact Lace on 0208 349 6458 or emailing lace.b@business-reporter.co.uk.

The 6th Annual Customer Focus Summit 2017 will be co-located with the Digital Content Summit 2017, and delegates will have full access to both programmes. Click here to see the Digital Content Summit 2017 agenda.’