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Previous Agenda – The MarTech Summit Customer Experience London
Wednesday 15 May 2024

08:15 - 09:10 | Registration & Networking Breakfast

09:10 - 09:20

Chairperson Introduction & Overview

Chris Gold

Former Director, Acquisition Marketing, American Express

09:20 - 09:35

⚡️ [Lightning Talk] Trends for CX Marketers by Forrester – An Overview of Latest Trends, Global Market Stats & Insights

Rusty Warner

Vice President & Principal Analyst, Forrester

09:35 - 10:00

Fireside Chat | [Marketing Automation] Revolutionising Engagement & Mastering Customer Interactions with Dynamic Marketing Automation

1️⃣ Looking into the transformative impact of marketing automation tools in streamlining and personalising customer interactions.
2️⃣ Discover how automation not only tackles repetitive tasks but also nurtures leads seamlessly through the sales funnel, creating a more dynamic and efficient marketing strategy.
3️⃣ Dive into the world of marketing content automation and its role in streamlining customer interactions.
4️⃣ Understand how these tools not only automate tasks but also create personalised experiences, fostering lead nurturing and optimising the journey through the sales funnel.

Deon Pillay

Head of Marketing Technology, Enablement, and Governance, Legal & General Investments Management

Taha Baba

Digital Marketing Automation Officer, UNHCR, the UN Refugee Agency

10:00 - 10:20

Keynote Presentation | [Customer Data Platforms] The Rising Role of Data: How the Best Brands Make Every Byte Count with a Customer Data Platform (CDP)

1️⃣ What is a CDP, why is it important and how to know if you need one?
2️⃣ A deep dive look into how MongoDB supercharged their growth through improved customer retention.

Peter Bell

VP, Marketing, EMEA, Twilio Segment

David Delbridge

Director, MarTech, CACI

10:20 - 11:30

Panel Discussion | [Consumer Intelligence] Mastering Customer Insights through Feedback, Journey Mapping, & Loyalty Triumphs

1️⃣ Explore the art of implementing effective feedback mechanisms, surveys, and reviews.
Gather valuable insights into customer satisfaction, preferences, and areas for improvement, laying the foundation for an enhanced customer experience.
2️⃣ Dive into the meticulous process of analysing and mapping the entire customer journey.
3️⃣ Understand how identifying touchpoints, pain points, and improvement opportunities ensures a seamless and positive customer experience.
4️⃣ Discover the strategies behind developing and optimising loyalty programs. Explore how these programs encourage repeat business, reward customer loyalty, and elevate overall customer satisfaction.

Robin Kurth

Head of CX, Hilti Northern Europe, Hilti Great Britain

Alessandra Canavesi

Head of Digital Marketing & Customer Experience, AXA Investment Managers Alts

Kasper Wigen

Director, Global Performance Marketing, Yugo [Lead Panelist]

11:30 - 12:00 | Networking Coffee Break

12:00 - 12:25

Fireside Chat | [AI + CX] Revolutionising CX with Cutting-Edge Technologies and Hyper-Personalisation

1️⃣ Delve into the groundbreaking influence of artificial intelligence (AI) on customer interactions and its potential to transform businesses’ connections with their customers.
2️⃣ Uncover insights into pioneering AI technologies throughout the years, such as natural language processing and machine learning, which are already reshaping customer support and delivering tailor-made product recommendations.
3️⃣ Highlight AI’s pivotal role in propelling hyper-personalisation and emotional intelligence within customer experiences, all while addressing crucial best practices.

12:00 - 13:00

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey

Shane O'Rourke

Head of Performance Marketing, Diageo

Marni Allen

Chief Marketing Officer, Bioniq

12:25 - 13:10

Panel Discussion | [Omnichannel Marketing] Unveiling the Secrets to Omnichannel Consistency Excellence for CX

1️⃣ Learn more on the challenges in achieving omnichannel consistency as customer expectations for seamless experiences across channels continue to rise.
2️⃣ Understand the imperative for executives to align strategies, ensuring a unified brand experience at every touchpoint, and identify industry leaders to close the omnichannel gap.
3️⃣ Discover strategies for providing customers with a cohesive and consistent experience, regardless of whether their interaction point is online or offline.

12:00 - 13:00

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey

Davina Moore

Head of Digital Marketing, NXP Semiconductors

Vaibhav Verdhan

Analytics Leader, Global Advanced Analytics, AstraZeneca

Victoria Perea-Usher

Vice President, Marketing Communications, JCB International Europe

Saurabh Bahadur

Head of Insight & Customer Experience, LRQA [Lead Panelist]

13:10 - 14:15 | Networking Buffet Lunch

14:15 - 15:15

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey: The Symbiotic Relationship for Enhanced Loyalty, Retention, and Profitability

14:15 - 15:00

Panel Discussion | [Data-Driven Marketing] The Power of Data-driven Decision Making for Customer Delight

1️⃣ Hear more on the transformative impact of data-driven decision-making on enhancing customer satisfaction drawing in Customer Lifetime Value as a relevant metric in understanding the long-term value of customers.
2️⃣ Explore how leveraging data analytics and customer insights empowers businesses to make informed decisions, refine targeting, and craft delightful customer experiences.
3️⃣ Gain insights into the strategies that leverage data analytics to inform decisions, elevate targeting precision, and ultimately enhance overall customer satisfaction.

12:00 - 13:00

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey

Viviane Williams

Brand & Communications Manager, Knauf

Patrick Zinga

Digital Media, Data & MarTech Lead, Heineken

Holly Curry

Head of Product, Startups, Etc. at BT Group

Xenthe Bang

Head, Global Demand Generation & Digital Marketing, S&P Global Ratings

Adrian Coxon

Chief Marketing Officer, Exante [Moderator]

15:00 - 15:20

Keynote Presentation | [Loyalty] Driving Loyalty Program Growth with a Composable CDP

1️⃣ Explore how Accor, the largest hospitality company in Europe, has built a world-class loyalty program to connect deeply with customers and increase lifetime value.
2️⃣ Hear about Accor’s CDP journey and how and why they chose to implement a Composable CDP to drive their loyalty program growth.
3️⃣ Dive into how enterprise teams like Accor use Hightouch and their data warehouse to drive personalisation and growth across marketing channels.

12:00 - 13:00

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey

Leonie van der Sleen

Solutions Engineer, Hightouch

Athena Sharma

Senior Director, Head of Customer Data Ecosystem, Artefact

15:20 - 15:50 | Networking Coffee Break

14:15 - 15:15

Breakout Roundtable | [Maximising Revenue] Uniting Marketing & Sales with the Customer Journey

15:50 - 16:15

Fireside Chat | [Customer Journey Orchestration] Navigating the Challenges of Integrating MarTech for a Seamless Unified Customer Journey

1️⃣ Review the intricate challenge of seamlessly integrating diverse MarTech solutions for a unified and cohesive Customer Experience (CX).
2️⃣ Uncover the key issues, from battling fragmented data and inconsistent touchpoints to overcoming the complexity of implementing multiple tools.
3️⃣ Dive into the heart of CX challenges within MarTech, focusing on the critical task of integrating varied technologies for a seamless customer journey.
4️⃣ Address the complexities of fragmented data, inconsistent touchpoints, and the technical expertise required for successful implementation and orchestration.

Tom Botting

Director, Digital Customer Engagement, Europe & Canada, AstraZeneca

Silvia Sartori

Global Marketing Technologies Senior Manager, Barilla Group

16:15 - 17:00

Panel Discussion | [Customer Centricity] Crafting a Customer-Centric Culture and Proving the Power of CX Leadership

1️⃣ Dive into the ongoing challenge of instilling a customer-centric mindset across an organisation & how CX executives play a pivotal role in fostering an employee mindset focused on delivering exceptional customer experiences.
2️⃣ Uncover the strategic importance of CX executives in engaging senior leaders and securing necessary budgets.
3️⃣ Learn how connecting customer behaviours with profits, with the help of CFOs, is crucial for demonstrating the impact of CX leadership in the MarTech landscape.
4️⃣ Delve into the importance of investment in talent development and recruitment strategies, equipping CX executives with the tools to build high-performing teams capable of meeting the ever-evolving expectations of customers.

Rachael Browning

Head of Customer Experience, ESPO

Nelson Coelho

Senior Customer Experience Manager, BT

Ekaterina Mamonova

Global Lead, Marketing & Customer Experience, Allianz Commercial

Komal Tyagi

Head of Customer Experience, Sentric Safety Group Limited [Lead Panelist]

17:00 - 18:00 | Chairperson Closing Remarks & Networking Drinks in Exhibition Area

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