Ken Hughes is now acknowledged as the world’s leading Consumer and Shopper Behaviouralist and a ‘must-see’ performer. Every year, Ken shares his thought-disrupting insight with tens of thousands of delegates all over the world as one of the top 5 keynote speakers booked on the international conference circuit relating to customer experience, branding and the future consumer.
Georgina is the CEO and founder of TruRating, a customer experience company she launched in 2014. She began her career as a finance lawyer at Clifford Chance before joining Europe's largest consumers' association, where she advised the U.K. government on consumer and digital strategy. Here she identified a market need for mass, representative, reliable consumer ratings. She saw how this could not only improve the world of business but also be valuable to consumers alike. With this vision, she set about realizing the huge potential of TruRating by bringing together a wonderful team, exciting customers and forward-thinking partners in the payments industry. Her ultimate goal was simple – bring the truth back to ratings using point-of-payment customer feedback.
As Head of Customer Service, Jo has played a fundamental role in leading the recovery of the M&S service ethos through establishing a clear customer proposition supported by the appropriate structure, recruitment, training, performance management and reward mechanisms. Jo’s current focus is on planning and executing the customer experience across the entire organisation as it seeks to become a truly multi-channel international retailer.
Scott started his career at Ogilvy, where his team won a host of awards for mobile products that became famous names. He then built the worlds most awarded mobile product studio, which was sold in 2014. Most recently Scott became Global Strategy Director for the world’s largest loyalty scheme corporation. Today he works independently as a management consultant specialising in customer experience and technology. Using the unique relationship people have with their mobiles, as well as the wealth of data they can provide, he is demonstrating the power of technology to redefine customer relationships.
Chris leads the Worldpay UK & Europe Marketing Team based in the International HQ in London. He works in partnership with many of the UK’s biggest high street brands to understand their growth ambitions and building advocacy amongst them by demonstrating Worldpay’s position as the UK’s most progressive and reliable payments partner. Chris has over 20 years’ experience in B2B Marketing, Communications, Product and Business Development across financial services and a variety of other business sectors. Chris has worked on brands such as American Express and Edenred.
Pete currently leads Worldpay’s UK corporate business for both existing and new customers. Pete joined Worldpay in August 2011 when he was responsible for all new business activity across the UK and Europe for global enterprise eCommerce businesses supporting them with their global ambitions. Pete has 28 years of experience in payments and financial services. Prior to joining Worldpay Pete worked for both Barclays and Lloyd’s Banking Group in commercial leadership roles.
Steve currently leads Worldpay’s United Kingdom and European business and focuses on further growth in the UK and expansion into Europe. Steve joined Worldpay Group plc in 2008 and was appointed Chief Operating Officer in September 2017, a role in which he was responsible for operations, revenue management, risk, compliance and strategic supplier management. Steve has nearly 20 years of experience in payments and financial services. He has spent the past seven years in Worldpay’s Global eCommerce division where he was responsible for the global Relationship Management teams across the United States, Europe and Asia.
Paul is responsible for large and small corporate marketing, proposition and campaign delivery. He leads the corporate proposition development, new content generation and go to market strategy.
Daren is an Executive Partner at Reply, helping clients in the retail sector to deliver relevant innovation driven by technologies to increase efficiency and develop integrated, end to end positive change.
|08:30 – 09:30||Arrival, Registration and Innovations & Payments Expo|
|09:30 – 09:45||Welcome:
Chris Crang, Vice President Marketing, Worldpay
|09:45 – 10:00||Worldpay Update:
Pete Wickes, SVP Corporate Account Management and Steve Newton, Executive Vice President, Worldpay
|10:00 – 10:20||Customer Experience Report:
Paul Heaton, Corporate Marketing Director, Worldpay
|10:20 – 11:00||Foundations for Effective Customer Experience:
Daren Ward, Executive Partner, Reply Marketing
|11:00 – 11:30||Coffee and Innovations & Payments Expo|
|11.30 – 12.00||Developing a Customer-Centric Organisation:
Jo Moran, Head of Customer Services, Marks & Spencer
|12:00 – 13:00||The Blue Dot Consumer: The Reality of Consumer Centricity and CX
Ken Hughes, Consumer and CX Consultant
|13:00 – 14:00||Lunch and Innovations & Payments Expo|
|14:00 – 14:45||CX Panel Session|
|14:45 – 15:25||The top 6 insights, strategies and technical executions driving today's customer experiences:
Scott Seaborn, Mobile Pioneer and Customer Experience Expert
|15:25 – 15:55||The Importance Digital Customer Advocacy:
Georgina Nelson, CEO & Founder, TruRating
|15:55 – 16:25||Unified Commerce and Insights to Drive CX:
Spiros Theodossiou, SVP Product Management, Worldpay
|16:25 – 16:30||Close and Recap:
Chris Crang, Vice President Marketing, Worldpay
|16:30 – 18:00||Networking Drinks and Innovations & Payments Expo