The Connected Customer Summit 26th October 2016 OXO2 | Oxo Tower Wharf, London
ENHANCING CUSTOMER EXPERIENCE IN A DIGITAL REVOLUTION REGISTER NOW
SPEAKER & CHAIRMAN main stage
14:20
Rusty Warner
VP, Principal Analyst at Forrester
At Forrester, Rusty helps B2C marketing professionals align their marketing technology investments with strategies to meet shifting customer expectations. His research focuses on marketing technologies: customer analytics, cross-channel campaign management, digital customer experience. Rusty has over 25 years’ global experience in marketing, with a particular emphasis on EMEA.
Embrace context to fuel customer obsession Rusty will explore how businesses can overcome the challenges presented by today’s rapidly changing and increasingly competitive marketing landscape. He will share real life examples of how brands can build better relationships with their customers to fuel engagement and increase relevance in an “always on” environment. Rusty will address: • What are the key trends shaping the future of customer engagement? • How can brands keep up with customer expectations? • How can marketers use technology to build a deeper understanding of individual customers? • What is best practice for delivering contextually relevant marketing?
#1 ROUNDTABLE CHAIRMAN roundtables area
15.00 - 16.15
Building an enterprise marketing technology ecosystem This roundtable will explore the complexity of the enterprise marketing technology landscape, focusing on systems of insight and engagement, and aligning them to deliver relevant customer experiences. This roundtable will address: • Does your enterprise marketing technology system provide a unified customer experience? • How can systems of insight ease the customer data management burden? • How can systems of engagement enable more coherent marketing execution? • Does your customer strategy align processes with systems of insight and engagement? 8 REGISTER NOW
SPEAKER main stage
14:20
Dan Germain Group Head of Brand at innocent drinks Dan has been with innocent since its inception in 1999. He oversees creative and brand direction – covering everything from marketing, products and culture, to sustainability, innovation and ethics. Dan considers his proudest achievement to be creating innocent’s tone of voice and brand culture from scratch. In 2014 he was named Designer of the Year in the UK.
Growing a brand from zero When innocent launched in 1999, Dan had no idea it would grow into the company it is today. Along the way, he has learnt many lessons about the art of creating and nurturing a brand. Dan will share his experience, talking about the importance of staying true to values and a purpose to build one of today’s most loved brands. Questions to be addressed: • How do you build a brand from zero? • Where do good ideas come from? • How do you build a company-wide culture of creativity? • How do you use your brand values to inspire and engage new customers? • How do you keep your brand relevant to existing customers? • How do you grow your brand in different countries and cultures?
9 REGISTER NOW
SPEAKER main stage
14:20
David Rowan Editor-in-Chief of Wired Magazine David is Editor-in-Chief of the UK edition of WIRED magazine. He writes the monthly “Digital Life” column in GQ magazine, and the “Tech Traveller” column in Condé Nast Traveller. He has written for the Times and the Guardian, and has interviewed hundreds of the world’s most cutting-edge entrepreneurs.
The Connected Customer of the Future David will talk about the latest technology trends and what these mean for businesses today. He will explore how technology is redefining the relationship between businesses and consumers, and discuss what brands need to do to keep up with the rapid pace of change. Questions to be addressed: • What are the emerging technology trends that businesses need to be aware to effectively engage with their customers? • What does the changing way that consumers engage with products mean for digital marketing strategies? • Which wider disruptive tech trends, such as AI, can help brands differentiate themselves in the age of the connected customer?
10 REGISTER NOW
SPEAKER main stage
14:20
Scott Logie Managing Director, REaD Insights A highly experienced data-based marketer, Scott has worked across a range of sectors. Most recently, he set up and ran Red WigWam, an online recruitment hub for temporary workers, before joining REaD Group two years ago to manage the insight function. Scott served as Chair of the Direct Marketing Association for three years and now looks after the Customer Engagement Council.
Talking the consumer’s language Scott will introduce new research by the Direct Marketing Association exploring changes to the way consumers use new media. He will consider the fusion of data-driven technology with behavioural insights and the impact this can have on companies’ bottom line, along with what makes excellent customer engagement. Questions to be addressed: • How are new technologies and media affecting consumers’ purchase patterns? • What does best practice look like when it comes to customer engagement? • 40% of people habitually buy from their preferred brands but 76% are willing to spend time to get the best deal: what sense of loyalty do consumers have to brands today? • How do consumers really feel about customer engagement? • What can marketers learn from the consumer perspective to help improve their own customer interactions?
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SPEAKER conference / theatre area
14:20
Jim Clark Research Director at Econsultancy Jim joined Econsultancy in January 2015. With over 10 years’ experience in advertising and market research, he helps a broad range of organizations develop their marketing strategies. In addition to presenting at client events and conferences, Jim is a frequent contributor to Econsultancy’s industry-leading research briefings and best practice guides.
Making the most of mobile Jim will explore the mobile first approach and the impact of digital transformation on omnichannel marketing. The session will examine the relationship between data and creativity and how marketers can make the most of mobile, focusing on data as a tool to engage meaningfully with customers and provide audience insights. Questions to be addressed: • What does omnichannel mean and how can it change customer experience? • Are retailers taking full advantage of the opportunities presented by mobile? • What mobile innovations can help brands create a frictionless shopping experience? • How can data be used to connect meaningful creative across the customer journey? • Mastering the feedback loop: why is mobile more than just a mode to sell? • What are the challenges around omnichannel and how can we overcome them?
12 REGISTER NOW
PANEL conference / theatre area
14:20
Joining the dots: Building an award worthy integrated marketing campaign Shortlisted for a 2016 Database Marketing Award, British Gas will share expert insights on how to manage a diverse range of internal and external partners to deliver a best in class email programme - seamlessly integrating a complex landscape of technology and agency partners with internal business units. Against this background the panel will explore: • Fostering collaboration amongst business functions to create a truly customer centric campaign • Marrying business objectives and customer needs to build a meaningful data output • Prioritsing resource and managing competing agendas across teams • Optimising team structures to drive future marketing growth
PANELISTS Ruth Booth Principal Data Planner, British Gas Ruth has worked across various units at British Gas for 18 years. As a Principal Data planner, she is responsible for planning campaigns across five channels, including digital, to target the existing customer base. She’s been in this role for one year, having moved to the Customer Data and Insight team five years ago.
Daniel Jakubowicz Senior Marketing Manager, British Gas Dan has worked in email marketing for the past ten years, having gained over eight years’ experience in web design prior to this. He joined British Gas as Senior Email Marketing Manager last November, and is very passionate about data. Dan has previously held roles at Dixons Retail and Tui Travel.
Scott Logie Managing Director, REaD Insights A highly experienced data-based marketer, Scott has worked with businesses across the finance, charity, automotive, FMCG, government, online gaming and retail spaces. He joined REaD Group two years ago to manage the insight function, and is a current board member and ex-Chair of the Direct Marketing Association.
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