9.15 Registration and coffee

9.45 Opening comments from the Chair

Marc Brenner, Former editor, Research magazine

9.50 The ‘Don’t Label Me’ Generation

Durex has discovered that younger consumers are ever more sensitive to being labelled, in terms of relationship status, sexual preference, or even gender identity. They're also getting more liberated to express themselves sexually, which comes with upsides, but has also come with some risky behaviours. Importantly from a brand perspective, they’re also looking for brands that reflect a similar tonality that is in line with their views. It’s a presentation that exposes how youth consumers are looking for brands to respond to their needs and engage with them.

Adam Conley, Global Consumer & Market Insights Senior Manager, RB (Reckitt Benckiser)

10.20 Exclusive preview of major new research on ‘post-digital customers’ and how brands can respond

Featuring findings from brand new research being shared for the first time, this session will examine the expectations, attitudes and behaviours of ‘post-digital customers’; looking at how changes in the ‘rules’ of engagement’ have forever altered the basis on which customers want (and are willing) to build relationships with brands, and pointing to the ways in which brands can respond.

Ben Skelton, Managing Partner, Quadrangle

10.50 Morning Refreshments & networking

11.10 Pop goes the filter bubble: a fresh hunger for serendipity

Newsworks and the7stars have identified a desire for far more serendipity, for enjoyable and safe brand discovery online. It is the antithesis of the rush to personalisation and narrow targeting that has been encouraged by big data, programmatic and short-termism. They discovered the trend while researching the impact of cookies and algorithms on the consumer browsing experience. The majority of consumers are unaware of the algorithms, but rejection of narrow targeting is increasing. The challenge for brands is to re-define relevance from a consumer point of view and provide more serendipitous moments online.

Helen Rose, head of insight, the7stars & Rupert Medler, insight executive, Newsworks

11.40 Beyond London: A growing mistrust of brands

Through it's own independent research, Trinity Mirror discovered how an on-going shift in the nation’s mind-set is having big implications for brands and advertising. This new world view is contributing to brands and advertising losing relevance outside London, and they face a significant challenge to re-connect with and win back the trust of customers. Half the population consider brands to be part of the ‘Establishment’ – and the establishment isn’t very popular!

Andrew Tenzer, head of group insight, Trinity Mirror

12.10 Case study TBC

Speaker, TBC

12.40 Lunch & networking

13.50 A growing desire for robo-advice

Deloitte UK's financial services research team identified a trend for customers to increasingly use online sources of information and advice (‘robo-advice’) to make financial decisions. Through research and expert interviews, the team discovered that many customers would be willing to use such sources across a broad range of decisions – from picking a mortgage to deciding where to invest. What does this mean for the financial services business and beyond?

Peter Evans, financial services research, Deloitte UK

14.20 International social media trends

Around the world, growing numbers of people have access to the internet. In Nigeria, over half of people now use the internet, and in Myanmar, mobile phone usage has increased from 12% in 2013 to around 80% now, with the majority of people using smartphones. So what does this sudden access to internet and the use of social media mean? How are people using it and how do they trust it? BBC Media Action will present five trends in social media usage from around the world and show what this means for future work.

Sonia Whitehead, head of research programmes, BBC Media Action

14.50 The Rise of the ‘Me Time’ Commuter

Transport for London has identified a growing hunger for ‘me time’ among its customer base. Yes, customers want to get to places faster, but they also value the time they have to work, think and even dream. This truth is having a profound implication on the way that TfL positions its offering. It’s a presentation of value to anyone has a ‘captive audience’ for any amount of time.

Ian Pring, customer insight manager, TfL

15.20 Afternoon refreshments & networking

15.50 How low income families are budgeting differently and redefining the essentials

The Clarion Housing Group identified a polarisation in the way their residents are managing financially. In this fascinating study, we’ll discover how our preconceptions of the way in which lower income groups manage their money need to be revisited. It will also require an adjustment in the way that we survey and communicate with this socio-demographic group.

Kathy Ellis, customer insight manager, Clarion Housing Group

16.20 Debate: Customer change and strategic responses

Chair: Tim Phillips

Panel:

Alison Camps, Deputy Chairman, Quadrangle

Richard Ellwood, head of audience strategy, EMEA, The Walt Disney Company

Faye Banks, Senior Manager - Strategy - Group Brands & Marketing, Lloyds Banking Group

17.00 Closing remarks

17.10 Drinks reception