Click on a topic to see an overview of relevant sessions. Click here for the full agenda.
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
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
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
‘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 email@example.com.
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.’