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A day dedicated to exploring collaborative practices where shared insights, skills and mindsets are leading to better customer outcomes. Find out how brands are breaking down insight silos and embedding the voice of the consumer throughout their operations.

Book your place to discover how to: 

  • Blend multiple strands of CX, UX and MR to deliver seamless and holistic customer understanding and experiences
  • Use market research skills to build a robust UX research capability
  • Understand and deliver great, post pandemic, CX
  • Elevate the value of your insight data with a unified data strategy
  • Think sustainably in experiential research and design

Hear contributions from 13 brands:

Reckitt * Nissan * AXA UK&I * M&S * Sky Betting & Gaming * Springer Nature * Beam Suntory * TSB * Greene King * MusicMagpie * Asahi Europe & International * Blinkist * NS&I *

Venue

Radisson Blu Edwardian
9-13 Bloomsbury Street,London,WC1B 3QD

With special thanks to:

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Patrick Alcantara, Head of Insight, AXA 

Greg Alexander, Senior UX Researcher, MusicMagpie
Greg is currently a Senior UX Researcher at musicMagpie. He started out at Join the Dots (later InSites Consulting and Human8), a market research agency, before moving into the public sector as a User Researcher at the Department for Education. He currently uses what he has learnt so far to build out musicMagpie's research function as the business expands. 
Career highlights include ensuring patients voices' were represented on Covid treatment trials, working on systems to maximise funding to schools, and applying lessons from consumer psychology and behavioural science to improve musicMagpie's current 'fast checkout' journey.

Jane Bloomfield, Global CMO, Landor

Sam Burton, Research Manager, NS&I
Sam Burton is a Research Manager at NS&I and has been leading on the customer experience workstream for the last two years. Over this period, NS&I has been going through a transformation programme designed to significantly improve customers’ experience of NS&I, providing more flexibility and choice while also improving efficiency. As part of this transformation, NS&I have been using knowledge and insight to develop their digital accessibility maturity. Sam was previously a Research Director at BVA BDRC, having worked in insight since 2008.

Elspeth Bradley, Insight Director, Blue Yonder Research
Elspeth Bradley, Qualitative Insight Director at Blue Yonder Research, brings a wealth of experience to her role as a seasoned consumer insight professional. With a background in client-side roles in retail and FMCG, Elspeth offers a unique perspective that aligns seamlessly with client needs, ensuring a research project's output maintains a robust commercial focus.
Elspeth's commitment to delivering R&D superiority is evident in her role as a qualitative specialist at Blue Yonder, where she works closely with clients, guiding them to discover the 'edge' in their projects. Her expertise and dedication make her a valuable contributor to the evolving landscape of consumer-centric research.

Maria Dickson, Customer Strategy Lead, AXA UK&I

Jason Foster, CEO Cynozure

Matt Gibson, Co-Founder and Chief Commercial Officer, Cyber-Duck
Matt Gibson is Chief Commercial Officer and Associate Director at Cyber-Duck, a CACI Business - a user-centred digital transformation agency based out of the UK. With nearly 20 year’s background in Interaction Design, Matt helps oversee all aspects of Cyber-Duck’s production lifecycle including research, design, and delivery of inclusive products and services, for organisations like Sport England, Compare the Market and the Bank of England. As a BIMA Hot 100 top creative in the UK, Matt is a champion for sustainable design, and accessibility best practices – based on his firm belief in the universality of the web and the power sustainable research and design has in creating better customer experiences for everyone – levelling up Cyber-Duck’s team and clients’ awareness and knowledge to deliver this. Also speaking at SXSW, UXPA, UX London, and Business X Design on the topic.

Isobel Grad, Project Director, Sign Salad
Isobel is a Project Director at Sign Salad, a cultural consultancy specialising in semiotics and cultural insight to help make brands more meaningful and engaging. Using a combination of semiotic & language analysis, social listening tools, desk-based research and on the ground fieldwork, she delivers strategic guidance on a wide range of brand challenges and creative workstreams. She has worked on projects ranging from coffee culture and café design in the UK and US, visual identity and UX design for a large ecommerce platform, investigating consumer culture in South Korea, and developing a new retail and product strategy for a global drinks brand. She has previous experience as a creative strategist in a brand experience design studio, and is particularly excited about how brands can develop unique, outstanding customer experiences and drive engagement and brand loyalty by incorporating deep cultural thinking into UX and physical interior design.

Rosa Halford, Global Insights Manager, Asahi Europe & International

Chris Hall, VP, Client Development, Savanta

Melissa Hamdoun, Senior Market Researcher, Blinkist

Lucy Hobbs, Research Director, Boxclever
Lucy Hobbs is a Senior Research Director at Boxclever; with 25 years of experience in qualitative research. Her expertise has helped many brands gain a deeper understanding of their audiences. Lucy relishes unearthing unmet needs by exploring values, behaviours and beliefs and then sharing these with her clients in order to build their understanding, so that they can then go on to better meet customer needs.

Louise Hughes, Chief Customer Officer, Bulbshare

Kerry Jones, Insights Controller at Greencore

Benedict Kenney, Research Manager – Customer Insight, M&S
With 12 years’ experience in the research industry, spanning agency and client side, Benedict has worked within a number of sectors including Tech, Sport and most recently C&H Retail, for M&S. He leads a variety of continuous and ad hoc projects stretching across the M&S Clothing & Home business units, ensuring insight is actionable, and that the customer is firmly at the heart of decision making.

Hamish Kynoch, Director, Discovery Research
Hamish Kynoch is the Head of Qualitative Research at Discovery Research and has been working closely with NS&I over the past 3 or 4 years to help them deliver a digital transformation of their business, putting accessibility and vulnerable customers at the very heart of what they do. Understanding how best to reach and research the vulnerable people in our society, and how to describe to clients what this means for their UX and CX journeys is something that has become a focus for Discovery Research and Hamish in particular over the recent past.

Mike Lavigne, VP, Global Customer Experience, Nissan  

Nikki Lavoie, EVP Innovation & Strategy, Savanta

Risham Nadeem, Business Director, C Space 

Stephanie Marsh, UX Research Operations Lead, Springer Nature

Ryan Moriarty, Director of Data & Insight, Soho House & Co

Alexander Muir, Customer Research & Insight Lead, TSB

Neil Patel, Consumer Sensory Science Lead, Reckitt

Sandra Plakke, Senior Manager, Global Customer Experience, Nissan 

Grace Power, Account Director, C Space 

Oliver Taylor, Head of Insight (Consumer & Market), Greene King

Paul Thomas, International Insight Director and Global Head of Shopper Insight, Beam Suntory

Paul Samuels, Customer Research & Insight Manager, TSB

Katie Utley, Lead UX Researcher, Sky Betting & Gaming

09.00 Registration & coffee

 

09.30 Welcome from the Chair
Nikki Lavoie, EVP Innovation & Strategy, Savanta

  

9.40 Taking a truly holistic approach to customer experience
Reckitt wanted to grow market share in a consumer healthcare category in the US. They knew customer-centricity was key to developing a best-in-class proposition. Together, Reckitt and Blue Yonder sought to understand the consumers’ expectations and experiences across every touch-point including the competitor landscape, triggers and drivers to purchase, the experience in-store and the product experience.
This case study showcases how using an innovative experience mapping approach that drew on multiple methods, the team uncovered meaningful commercial insights to consolidate customer centricity in the product development and marketing teams.
Elspeth Bradley, Insight Director, Blue Yonder Research
Neil Patel, Consumer Sensory Science Lead, Reckitt

 

10.10 Scoring goals with data: elevating organisational insight through unified data strategies
All too often, data is fragmented and scattered across platforms, tools and departments making it difficult to get a joined-up view for making decisions. In this conversation, Jason Foster, the author of Data Means Business and CEO at Cynozure, along with Jane Bloomfield, Global CMO, Landor, share strategies, approaches and mindsets needed to pursue a joined up organisational data strategy to maximise the value of market research within the overall marketing ecosystem and unlock further consumer insight with other sources of organisational insight.
Jason Foster, CEO Cynozure
In conversation with
Jane Bloomfield, Global CMO, Landor
Ryan Moriarty, Director of Data & Insight, Soho House & Co

 

10.40 Morning refreshments

 

11.10 PANEL: Amping up customer centricity
Businesses are demanding seamlessness, speed, and value for money from their insights. In this discussion, you’ll hear examples of how teams are connecting, collaborating and co-creating to generate blended insight leading to better actions at the front-line.
Expect real-talk on breaking down barriers, opening communication channels, and gathering teams around a shared purpose. What are the tips and tricks that panellists have mastered over the years, how do you bring people with you on the journey, and how do you deal with setbacks, conservatism, apathy, and limited budgets?
Chair: Louise Hughes, Chief Customer Officer, Bulbshare
Panel
Oliver Taylor, Head of Insight (Consumer & Market), Greene King
Paul Thomas, International Insight Director and Global Head of Shopper Insight, Beam Suntory
Rosa Halford, Global Insights Manager, Asahi Europe & International
Kerry Jones, Insights Controller at Greencore

 

11.40 ‘Anything but ordinary’ store of the future CX research
In the wake of the pandemic, M&S has experienced remarkable growth. Integral to this has been its store transformation initiative, a response to evolving customer expectations. In 2022 M&S opened a new store on a retail park to trial ground-breaking customer experiences across touchpoints including interactive dressing rooms, innovative lighting, digital screens, story-based merchandising. The research challenge was clear - what is the impact on customers, is it worth the investment and what do we take forward to our future stores?
Hear the story of how a multi-layered approach combining traditional MR with CX, social listening and internal data provided a comprehensive evaluation of store performance.
Lucy Hobbs, Research Director, Boxclever
Benedict Kenney, Research Manager – Customer Insight, M&S

 

12.10 AXA: Demonstrating a ‘shamelessly customer’ approach to our strategy
Delivering the best customer outcomes and a cohesive, branded customer experience across 8.9 million UK&I customers is complex.  Join AXA UK&I to understand how customer voice is central to every team and hear how journey mapping, customer validation, customer led design thinking and a customer playbook are the four pillars to its customer strategy.
Explore how its customer playbook sits at the heart of the strategy, integrating customer experience, market research, and insight and providing methods, guardrails, and frameworks to create a cohesive and holistic approach to customers across AXA UK&I.
Harriet Brown, Head of Customer Strategy, AXA UK&I
Maria Dickson, Customer Strategy Lead, AXA UK&I

 

12.40 Lunch

 

13.40 Cultural resonance, cultural relevance: how semiotics can optimise UX and CX
Brand experiences only adds value if they are perceived as authentic. Brands need to ensure that their experiences are engaging but also assist in communicating brand values in a culturally relevant way.
Hear how integrating semiotics and cultural insight as a methodology into UX/CX design research and development workstreams can help develop intentionally designed experiences that are meaningful and engaging for customers, whilst also ensuring brands are communicating their offer and values in a meaningful and consistent way.
Isobel Grad, Project Director, Sign Salad

 

14.10 Panel: Using MR knowledge and skills to build a robust UXR function

  • Speaking a common language across MR and UXR to break down barriers
  • Determining best fit frameworks, methodologies and research tools
  • Educating key stakeholders on the value of UXR and relevant methodologies
  • Identifying your allies across organisations to build a UXR practice
  • Key considerations and factors when working with product and design teams that differ from working with marketing

Chair: Nikki Lavoie, EVP Innovation & Strategy, Savanta
Panel
Katie Utley, Lead UX Researcher, Sky Betting & Gaming
Stephanie Marsh, UX Research Operations Lead, Springer Nature
Greg Alexander, Senior UX Researcher, MusicMagpie
Melissa Hamdoun, Senior Market Researcher, Blinkist

 

14.40 Afternoon refreshments

 

15.10 Balancing digital advancement with the human touch in CX
Customer experience (CX) scores are on the decline. It appears that the post Covid digital transformation and implementation of advanced technologies like AI don’t always create better customer experiences. So as technology influenced experiences increase, how can brands deliver experiences to customers that resonate, building long term loyalty and spend and how important is the human touch in driving these stand-out experiences?
Join Savanta and TSB as they discuss the brand’s story around a tech and human based customer experience strategy – and how this impacts their business priorities to create stand out experiences that drive long term loyalty.
Chris Hall, VP, Client Development, Savanta
Alexander Muir, Customer Research & Insight Lead, TSB
Paul Samuels, Customer Research & Insight Manager, TSB

 

15.40 Putting accessibility & vulnerable customers at the heart of NS&Is new customer experience
In this session, Discovery Research and NS&I will show how multiple strands of customer and market research have been brought together to help NS&I create a blueprint for putting accessibility & vulnerable customers at the heart of its new Customer Experience. `Hear how NS&I has moved these customers to the heart of operations and how the voice of vulnerable customers are now built into the service design process from the outset.
Hamish Kynoch, Director, Discovery Research
Sam Burton, Research Manager, NS&I

 

16.10 CX for people and planet - an intersectional approach
Digital’s carbon footprint is now greater than the aviation industry. Consumer demand for energy-hungry video, audio, artificial intelligence, and immersive tech combined with business’ insatiable appetite for user data, often result in customer experiences (CX) bloated with digital pollution. Yet by taking an intersectional approach towards CX, we can deliver user-centric and accessible products and services that minimise their impact on the planet.
This practical talk based on best practice examples, will examine an inclusive approach to research and UX design which reduces the carbon impact of CX across end-to-end journeys.
Matt Gibson, Co-Founder and Chief Commercial Officer, Cyber-Duck

 

16.40 Closing comments from the Chair

 

16.50 End of conference

 


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