Customer Engagement Summit, 9th October 2025, London

Memo

#1 CUSTOMER ENGAGEMENT CONFERENCEEngaged customers aren’t just satisfied, they’re supercharged. According to Gallup, this delivers a jaw-dropping 23% boost in wallet share, profits, revenue, and relationship growth. Increased competition and advances in technology have reduced barriers to entry and motivated firms to adopt new strategies to build a deeper level of engagement with their customers. This isn’t just an improvement, it’s a leap into a customer centric future. Our comprehensive summit agenda is packed with case studies from the world’s largest brands and insights from top experts in customer engagement. This isn’t just another conference - it’s a premier opportunity to forge new business relationships with 2,000 attendees, engage in face-to-face meetings, and ensure you stay up to date with the latest information and knowledge to help transform your business. The conference agenda will take you on a journey of innovation and collaboration. Prepare to be inspired and challenged as we explore six meticulously curated stages, each offering a deep dive into customer engagement strategies through compelling case studies. FUTURE OF THE CONTACT CENTREContact centers are rapidly changing and becoming more digital to meet evolving customer expectations for quick, efficient service. Advances in technology, such as AI, chatbots, and cloud solutions, enable personalised, seamless interactions and 24/7 support, improving operational efficiency and enhancing the overall customer experience. Enhancing Service Quality and EfficiencyMulti-Channel Support StrategiesEmployee Training and Motivation in Customer ServiceProactive Customer Service StrategiesUsing Technology for Service ImprovementBest Practices in Customer Service CUSTOMER CONTACTCustomer engagement is evolving to dynamic, AI powered multichannel interactions. Businesses are adopting omnichannel strategies that seamlessly integrate voice, chat, social media, and self-service options. This transformation is driven by AI-enabled personalisation, predictive analytics, and automated solutions that provide faster, more tailored customer experiences across all touchpoints. Ai-powered Personalised InteractionsSeamless Omnichannel Experience DeliveryReal-time Adaptive Customer SupportVirtual Shopping Assistance IntegrationAutomated Cross-channel Marketing SolutionsMobile-first Engagement Strategies DATA AND ANALYTICSEmpowering businesses to gather and analyse huge amounts of information from diverse sources, revealing patterns and trends in customer behavior and identify friction points. Understanding individual preferences helps create personalised experiences boosting satisfaction and loyalty and help anticipate future actions, allowing proactive strategies to reduce churn. Using real-time insights to refine messaging, product offerings, and marketing campaigns for targeted engagement. Integrating Data from All Customer TouchpointsPredictive Modelling for Customer InsightsReal-time Data Analytics in Customer EngagementEthical Use of Customer DataData Visualization Techniques for Customer InsightsUsing Personalisation in Customer Engagement CUSTOMER EXPERIENCE MANAGEMENT (CXM)A holistic strategy integrating methodologies, processes, and technologies ensuring positive customer interactions across all touchpoints throughout the customer lifecycle, relying on gaining deep insights into customers’ needs, preferences and behaviors through tools such as customer surveys, feedback analysis, and customer journey mapping. Effective CXM requires collaboration across various organisational functions, including marketing, sales, service and operations, to create seamless and memorable experiences. Implementing Customer-Centric Culture and PracticesDesigning and Optimising Customer JourneysMeasuring and Improving Customer Outcomes ENGAGEMENT MARKETINGFostering two-way conversations between brands and customers to forge meaningful connections through digital channels like email, social media, and push notifications. Delivering timely, personalised content to boost customer engagement, focusing on tailored experiences that align with customers’ interests, encouraging active participation. Placing customers at the center of the strategy, brands can build emotional connections, enhance satisfaction, ultimately strengthening brand-customer relationships. Integrating Email and Social CampaignsCreating Valuable, Relevant ContentFostering Two-way Dialogue With CustomersSetting Measurable Goals and KPI’sBuilding Emotional Connections Through StorytellingAnalysing Cross-channel Engagement Metrics LOYALTY, RETENTION AND GROWTHCustomer engagement drives loyalty and retention by fostering emotional connections that lead to repeat purchases, increased spending and ultimately growth. Engaged customers become brand advocates and provide valuable feedback. Sales teams can leverage these strong relationships to cross-sell and upsell more effectively.     URLs:Tickets: https://go.evvnt.com/2936326-1?pid=5569 Sponsor: https://go.evvnt.com/2936326-3?pid=5569 Brochure: https://go.evvnt.com/2936326-4?pid=5569   Date and Time: Thu, 09 Oct 2025 08:15 - Thu, 09 Oct 2025 19:30 Venue details: Evolution London, Queenstown Rd, Chelsea Brg, London, England, SW11 4NJ, United Kingdom Price:Free: GBP 0.00 Speakers: Marco Merkx IKEA Global Customer Engagement Development Leader, Joana de Quintanilha Forrester VP, Principal Analyst, Jasmin Wheeler John Lewis Customer Experience Lead, Rebecca Martin John Lewis Senior Customer Experience Manager, Shannon Hamer Economist Global Head of Customer Success, Simon Birch Hobbycraft Customer Service Manager, Charlotte Burridge-Taylor Volvo Head of Training for Global Customer Care, Deborah Woods Costa Coffee Contact Centre Manager, Samantha Lewis-Williams Financial Times Head of Marketing Automation, Dina Hassan LinkedIn Head of Customer Success - Global Clients, Search and Staffing - EMEAL, Anna Wilcox Bupa Head of Customer Experience, Chloe Rice Shutterstock Director, Global Customer Experience, Melanie Fischer Xero Director, Customer Experience - UK AND EMEA, Rebecca Gordon Westminster City Council Head of Online Customer Experience, Vanessa Milan Cambridge University Press and Assessment Head of Voice of the Customer, Global Operations