Thought leadership

With close on 350 delegates in attendance and a speaker line up to die for the Customer Engagement Network’s first ever Customer Engagement Summit is being hailed as the best customer event this year – and indeed for many years.

Of course content is king at events such as these and with case study presentations including the likes of First Direct,  British Gas, giffgaff, Experian, Premier Inn, EE, Twitter, John Lewis, Lloyds Banking Group, Shop Direct Group, Unilever, Sony, Diageo and LV=  then there was plenty for delegates to get their teeth into.

A packed programme kicked off in typically thought- provoking style with an excellent opening keynote from behavioural economist Roger Martin-Fagg , recognised as a global leader in his field – and finished with an inspirational closing keynote from Dr Nicola Millard, BT futurologist, with an update on her ground breaking Autonomous Customer research examining the changing behaviours of ‘smart’ customers operating in an omnichannel environment.

There were many highlights in between in a Summit expertly chaired by Mike Havard, Director at Ember Services, with 38 speakers in all  – and streams ranging from Mobile Engagement to Social Media Engagement to Employee and Customer Engagement to Omnichannel Engagement and those focussing on Retail, Financial Services and the public sector.

The mood was summed up by Andrew Lea, head of banking services at First Direct, and who has been with the organisation since launch in 1989 and who fittingly delivered the first inspirational case study of the day.

Andrew said: “What a fantastic Summit. The buzz was excellent and it was clear that delegates were highly engaged with the event and were there to take ideas back to their organisations. I found it inspirational on a personal level and the day gave me some ideas too on how we can further improve our customer offering”.

His views were echoed by Andrew McMillan former head of customer service at John Lewis who along with others described the Customer Engagement Summit as the best event he has been to this year – and indeed for many years.

Customer Engagement Network editorial director Steve Hurst added: “It was great to see so many senior execs from so many exciting brands attend our first ever Summit. There was a fantastic buzz about the whole event and it is clear that customer and employee engagement are being increasingly recognised as key business differentiators within organisations at the highest level”.

That was the theme that ran through the whole Summit from the opening keynote to the closing keynote. Customer and employee engagement are business critical issues that will increasingly determine whether an organisation succeeds or fails in continually difficult economic conditions.”


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