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Customers Exposed

Customers Exposed

30 October 2014 • London

In a nutshell


This event has taken place.

Customers Exposed is a new conference for every research buyer and practitioner who wants to get to grips with the challenging realities of business. This one-day event will offer ten provocative views of the modern consumer and offer guidance on how we can better understand them, and better exploit the opportunities.

Today’s consumers are sophisticated and connected. They are financially re-energised after a prolonged recession and their demand for quality and value has never been more exacting. In order to rise to this testing challenge, research, business and brands need a willingness to reassess their old assumptions and take a fresh look at the behaviour of consumers. This conference will help you to do that.

What you get:

  • Ten highly-respected and provocative industry speakers, with deep expertise in the area of consumer behaviour trends.
  • Full interactivity throughout the day, allowing you to challenge and question speakers.
  • No case studies or sales pitches.


Where is the event taking place?


92 Southampton Row 
0207 2422828

With thanks to:



9.00 Registration & Coffee

9.50 Customers Exposed - Chair's Welcome
Richard Young, Journalist

10.00 Global megatrends and consumers
The pace of change is arguably faster now than any other point in the history of the civilisation. In order to truly understand the impact on consumer we need to examine the mega trends that are shaping the future and how consumers perceive these trends in their different contexts around the globe. This talk will take you through those trends and how they are shaping the consumer of the present and future.
Rob Myers, managing director, Ipsos Marketing

10.25 The death of loyalty
There is increasing evidence that 'brand love' is a thing of the past. If customer loyalty really is dead – what does that mean for business? If consumers don't want a 'relationship' with your brand, then what do they want? We'll show you. 
Peter Dann, director, The Nursery

10.50 Refreshment Break

11.15 The changing face of friendship
From social media to sex, and embarrassment to education, we ask if it isn't time marketers adapted to seismic shifts in how friendships are made, and what they mean.
Becky Rowe, managing director, ESRO

11.40 The exposed human
In the last five years the behavioural sciences have revealed much of the blueprint of human behaviour. With this knowledge comes great power and responsibility.
Crawford Hollingworth, co-founder, The Behavioural Architects

12.05 Consumers, content and controversy in a low-attention media.

Tracking the ebb and flow of consumer taste has never been easy. But it's more complex than ever in a world where so much of pop culture exists below the line – as gifs, remixes, flamewars, fan works, and more. Cultural objects come with talking points baked in – and in a personalised world, neglected audiences demand that culture reflects their reality. This presentation is a quick field guide to the new culture wars. Want to be "content creators", brands? Hold on to your hats.
Tom Ewing, Content Director, BrainJuicer Labs

12.30 Closing Morning Debate
Chaired by Richard Young

13.00 Lunch

14.15 Curiosity, honesty & authenticity and managing the more/less paradox
In an uncertain future world of 'more' (people, data, disruption) and 'less' (time, trust, security) how can companies and brands develop propositions and positioning now to connect with consumers next?
 Joe Staton, director GfK Market Opportunities & Innovation (MOI)

14.40 Shifting targets - how to reach the improvising generation of twenty-somethings
What do the post credit crunch generation of young adults think about the future, careers, motivation and ambition? This presentation gives some clues about how businesses and brands need to connect with a new cohort of younger consumers.
Caroline Hayter, Strategist, Acacia Avenue

15.05 The multichannel consumer
With the continuing emergence and normalisation of technology in people's lives, retailers will face in to significant challenges as customers' expectations are continually set by factors outside their immediate control. However, with these headwinds, there are huge opportunities for those retailers who can become part of the group that sets rather than reacts to them. A combination of data, customer obsession and a keen eye for innovative propositions will be the ingredients to achieve this, which we will explore in this session.
Jason Nathan, global multi-channel capability director, dunnhumby

15.30 Refreshment Break

15.55 It's all an illusion. The new reality driving consumers' views on brands

Do customers care at all about what your brand purports to stand for, or does it all come down to what they can see, touch and smell? Consumers yearn for authenticity - and we uncover how this drive for greater integrity shapes how customers form their views.
Sinead Jefferies, managing director, Opinion Leader

16.20 Keynote: Dr Emma Macdonald, senior lecturer in marketing,
Cranfield Customer Management Forum
The cultural and organisational implications of facing up to the modern consumer.

16.45 End of Day Debate
Chaired by Richard Young

17.15 Closing remarks

17.30 Drinks Reception Sponsored by Respondi

This is the other tab

Please click on the photographs to view each speaker's biography.


The rates for Customers Exposed are:

Early bird rate – BOOK BEFORE 10 October 2014
MRS Member £335 + VAT
Non-Member £395 + VAT

Standard rate – AFTER 10 October 2014
MRS Member £435 + VAT
Non-Member £495 + VAT

MRS Company Partner* £300 + VAT or one x CPS ticket
If you would like to use your Company Partner tickets, please email or call +(0)20 7566 1853

Please note. Early Bird fees must be paid in full by 10.10.2014

Submit your details via 'click here to book now', above. Our team will return to you within 24 hours of receipt of your details (Mon-Fri) with confirmation of your reservation and an invoice for the fee applicable.

*By proceeding with a booking you are agreeing with our terms and conditions.

Emerging customer trends that every marketer and insight pro need to understand

Consultants, brand owners, futurologists and entrepreneurs reveal the new dynamics behind modern commerce. It's a one-day event that will change teh way you think about business.

Trends Revealed

The ten trends that every marketer and insight pro needs to understand

Desire Revealed

The new extreme demands that every customer will make of brands

Influenced Revealed

The changing nature of peer pressure and influence

Interactions Revealed

The social media realities of consumer ineractions with brands

Data Revealed

How are customers creating and using their own lifestyle data?

Investors Revealed

Meet the customers who want to buy a stake in your business

Rich intelligence for anyone who wants to have a more profitable and responsive relationship with their customers

Becky Rowe

Managing director, ESRO

Peter Dann

Director, The Nursery

Crawford Hollingworth

Co-founder, The Behavioural Architects

Show Panel Articles