Customer Experience Track

Customers expect their experience of your digital presence to be as good as, if not better than, their experiences elsewhere. With many known brands offering seamless experiences across different devices and channels, they expect to engage with you at their convenience, on whichever device they are using, wherever and whenever it suits them. In truth, it is a long road to get there, and few organisations have sight of those building the road.

Wednesday, Nov 8

8.00 – 9.00

Breakfast & Registration

9.00 – 9.15

Conference Opening

By Janus Boye

9.15 – 10.00 Keynote


By Jake DiMare

Conference keynote speaker Jake DimareJake DiMare (US)

Digital Clarity Group


10.00 – 10.30

Coffee, tea and networking

 10.30 – 12.00 Track: Customer Experience

Return on Content

By Hilary Marsh

With the growing realisation that content is a strategic business asset, forming the substance of digital experiences, organisations now have a need to assess the value of legacy content, and produce valuable content going forward.

For those managing content, it is necessary to assess value in a way that uses business language yet which is robust enough to withstand internal politics. This can feel like an insurmountable obstacle given the volume of content and its ceaseless expansion.

In this workshop, Hilary will demonstrate a pragmatic approach to figuring out how successful an individual piece of content is, and from this determine the return on that content. By focusing on understanding and developing KPIs – indicators, not measures – she will demonstrate how to measure value, communicate this to the business and use it to then nurture the value of content.

Conference speaker Hilary MarshHilary Marsh (US)

Content Company

12.00 – 13.00


13.00 – 13.45 Track: Customer Experience


By Carolyn Clarke

Conference Speaker Carolyn ClarkeCarolyn Clarke (UK)

Crowe Clark Whitehill

14.00 – 15.00



15.00 – 15.30

Coffee, tea & networking

15.30 – 16.30 Track: Customer Experience


By Daniel Pankatz

Conference Speaker Daniel PankatzDaniel Pankatz (DE)

Deutsche Post DHL

16.45 – 17.30 Keynote


By Theresa Regli

Conference speaker Theresa RegliTheresa Regli (UK)


18.30 – 23.00 Social Event


November 7th

In-depth morning workshops
In-depth afternoon workshops
Keynote by Bebo White
Informal city walk
Social event

November 8th

Keynote by Jake DiMare
 – Business Development
 – Costumer Experience
 – Digital Workplace
 – User Experience
Keynote by Theresa Regli
Social event

November 9th

Keynote by Steven Pemberton
 – Agile & Project Leadership
 – Employee Experience
 – Marketing
 – Strategy
Social event