Innovate your CX in the age of the customer: Join some of the UK’s most innovative brands as they share their customer-obsessed strategies
The world’s most digitally ambitious brands understand the need to create exceptional customer experiences that can truly set themselves apart from their competitors. First-in-class companies focus on the entire customer journey, rather than specific touchpoints, they train their organisation to see things from their customers’ eyes and have a laser eyed focus on creating true value. Brands which were late adopting a customer centric approach responded to this shift by investing (£millions) on large scale digital transformation projects. The Google and Amazon effect means that now more than ever your customers expect a first-class experience from businesses of all sizes. How do businesses of all types provide a first-class customer experience that delivers real value back to their organisation?
According to market research leader Forrester, “Digitally-savvy customers have changed the rules of business, creating extraordinary opportunity for companies that could adapt, and creating existential threat to those that could not.” At this Workspace Business Insight Breakfast, we bring together leading digital strategists and customer experience experts for a morning of thought-provoking discussion featuring first-in-class brands that will deliver insight to leaders of all types of businesses. Our panel will look at just some of these key questions:
- What is CX innovation and how can business leaders implement strategies that they can unleash CX innovation in their business?
- How do some of the world’s most innovative brands such as Formula 1, Nutmeg and Bloom & Wild cultivate their digital mindset and create a customer centric organisation and digital strategy?
- How can business leaders transform and redesign their business to create a truly exceptional customer experience? What do your customers really want and expect from your business?
- How to renew your company’s digital ambition and strategy to drive greater revenue generation and an improved customer experience. How can brands of all sizes seek to create, find and build new audiences?
Workspace Business Insights is an exciting events programme bringing together industry leaders to discuss current business trends and topics. Past speakers have included guests from The Economist, Facebook, McKinsey & Company, Moon Pig, Pret a Manger, LinkedIn, Microsoft, IBM Design, Monzo Bank, UCL and O2 among many others.
Directors, founders and other senior leaders from customers across Workspace’s community are invited to register their interest in attending this complimentary event.
Julian Tan Ph.D, Head of Growth & Esports at Formula 1
Dr. Julian Tan joined Formula 1® in July 2017 and is responsible for leading Formula 1's digital strategy, transformation & growth including F1's esports business. Prior to this, Julian was a Senior Consultant at global management consulting firm The Boston Consulting Group. Here he helped some of the world's most important organizations, from FMCG companies to global banks and energy firms to solve their biggest problems including spearheading their digital strategies and transformations. Julian holds bachelor’s and master’s degrees in engineering from Oxford University, and a PhD in the micromechanics of carbon fibre laminates from Cambridge University.
Lisa Rodwell, Chief Customer Officer at Nutmeg, based at Vox Studios
Lisa joined Nutmeg in 2018 bringing over 25 years’ experience growing some of the world’s most exciting businesses and brands, working exclusively in tech-enabled, online or app-based companies since 2002. At Nutmeg, she oversees the Customer Team, with responsibility for marketing and communications, strategic partnerships, personalised financial advice and the specialist customer support team. Prior to joining Nutmeg, Lisa has worked for some of the world’s largest and most recognisable brands, including: Procter & Gamble, Ogilvy, eBay, Yahoo!, and more recently MOO.COM, Wool and the Gang and Starling Bank. Having attained a Bachelor of Commerce Honours from Queen’s University in Canada, she has lived and worked in Canada, Sweden, Czech Republic and the UK.
Kirsty Macdonald, Head of Customer Experience at Bloom & Wild, based at Vox Studios
Kirsty joined Bloom & Wild in 2013 soon after launch. Having started in Marketing, and then spent some time on special projects, she then setup the Customer Experience function, which works across function in the business to ensure end to end customer experience is aligned with and delivers on the the brand promise, and importantly focuses on where the opportunities are to improve. She has been responsible for the setting up and maintenance of the Voice of Customer programme, implementing measurements of Customer Experience improvement initiatives to ensure return of investment, and a number of key cross functional initiatives which have bought incremental improvements. As UK's best loved e-comm flower brand, Customer Experience excellence is at the heart and soul of the organisation and lends real value to their ambitious growth plans.
Having received a Bachelor of Arts Honours degree from Rhodes University, South Africa she has gone on to live and work in Japan, Zimbabwe, and the UK. In 2016 she graduated from Cass Business School with a Masters in Innovation.
George Robson, Head of Product at Revolut
George joined Revolut in 2017 as Product Owner for their retail subscription product, Revolut Premium. Since then he has scaled the Premium Team, most recently launching Revolut’s new subscription product Revolut Metal and preparing Revolut Premium for launch across Asia-Pacific and North America. Revolut was launched in July 2015 and is an app based global banking alternative, building a platform to allow users to transfer, exchange and spend money in 28 currencies through a multi currency card. Revolut now processes over $2.0bn of transactions a month, and has a global customer base of over 6 Million.
George was previously an Investment Banker at Morgan Stanley, and has experience with Microsoft and Google. He is also Co-founder of Kickstart London, the UK's largest student-run accelerator programme active across the LSE, UCL, Imperial College and London Business School campuses.
Diarra Smith, Operations Director at Knowledge Peers
As lead of the business Insight programme run by Knowledge Peers, Diarra leads efforts as the programme supports business owners and directors from across Workspace’s customer ecosystem by delivering key insight events and data on trends that will impact business in the future. Diarra started his career in a data services consultancy supporting the Cabinet Office and leading UK research bodies. He has experience supporting clients across the political and violent risk analysis and regulatory monitoring space. In 2018, Diarra was a Top 10 finalist in RAHM 2018, RAHM brings together the most outstanding present and future LGBT+ leaders in the world. Diarra holds a degree in Philosophy from the University of Toronto.
Zap your CX Presentation
Martin Stahel, Director at Zappar, based at The Barley Mow Centre
Martin brings a wealth of content creation and consumer marketing experience from companies like the BBC where he led major digital and retail teams. Matin’s and Zappar’s mantra is to create content that delights the audience and delivers a commercial value for brands is an important evolution of marketing in this increasingly mobile media age.
He uses this hands-on experience to help partners across consumer packaged goods, retail, health care, sports and entertainment connect their physical packaging and marketing to digital experiences on consumers mobile devices. This is increasingly important as brands look to activate their own media and drive sales, encourage loyalty, collect data, inspire brand use etc
8:30am to 9:00am | WBI Networking Breakfast
9:00am to 9:15am | Zap your CX: Join Zappar for a presentation and showcase as they share some of their best CX experiential case studies using Augmented Reality (AR) technology
9:15am to 10:30am | WBI Panel Discussion & Audience Q&A
10:30am to 11:00am | Networking until end
What to expect?
The insight events provide a platform for senior directors to discuss the most relevant challenges facing growing businesses today. Sharing their insights, advice and best practice together with an open Q&A with fellow industry leaders.
Our insight events focus on what you can learn and how it might impact you or your business. We don’t spend that much time talking at attendees and we build in plenty of opportunities for attendees to question the panellists.
We leave ample time for attendees to network with the other senior leaders and of course enjoy a delicious breakfast.
Where do I sign up?
Register for a complimentary spot at our #WBIBreakfast, Innovate your CX in the age of the customer: Join some of the UK’s most innovative brands as they share their customer-obsessed strategies on Thursday 12th September at Workspace’s Fleet Street from 8:30am to 11:00am. This #WBIBreakfast is open to Directors and Senior Leaders from current Workspace customers and Club Workspace members and selected guests.
Would you like to bring a guest to our #WBIBreakfast?
Email WBI@knowledgepeers.com and let us know.
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Photographs and/or video will be taken at this event.
By taking part in this event you grant Workspace and Knowledge Peers full rights to use the images resulting from the photography/video filming for publicity or other purposes to help achieve our aims. This might include (but is not limited to), the right to use them in printed and online publicity, social media, press releases and funding applications.