The power of Experience Engineering: Shaping next generation customer experiences across industries | Tuesday, 17th of October | Home House, London
  • The power of Experience Engineering: Shaping next generation customer experiences across industries

  • Tuesday, 17th of October
  • 12.30pm - 5.00pm
  • Location: Home House, London
  • Registration Closed

The trends and innovations transforming customer experiences aren’t slowing down anytime soon. Paradigm shifts in consumer behaviours continue to unfold as consumers expect compelling personalised products & interactions that meet them where they are. This focus event will showcase how the convergence of Experience Design and Product Engineering practices come together, enabling you to intimately understand the needs of your customer and deliver products that offer next generation experiences that keep them coming back for more.

 

Our Keynote Sessions

Danny Jennings, Product Director, Ciklum

Beyond the Buzzword: Navigating the future of Customer Experience

A great customer experience (CX) can be a great competitive advantage, but raising the bar is no longer enough. With Gen Z’s customer expectations setting the standard, on-demand personalisation becoming the norm & Gen AI elevating customer interactions, the pace of change in the customer experience world shows no sign of slowing down. Future-proofing is the new game-changer. During this session we take a look at the key trends defining the future of CX and the strategies you can adopt to stay ahead of the curve.

Phil Scully, VP Digital & EMEA Technology, RS Group plc

Delivering Change through Acquisition, Merge and Ambiguity

In this session Phil will use 'real world' cases discuss leveraging acquisition activity to benefit digital transformation, navigate ambiguity and provide opportunities to accelerate roadmap. Phil joined RS Group in April 2021 as VP of Digital & EMEA Technology leading the technology transformation of customer and commercial platforms. Prior to this he was at Costa Coffee where he was Group CIO for 4.5 years building and leading the Costa Technology function through significant Digital Transformation (Loyalty, Mobile App, Click & Collect) and from 2019 the successful separation of all systems & data from Whitbread following the acquisition of Costa by The Coca-Cola Company. Phil has over 30 years Information Technology Transformation experience within FTSE 100 companies and e-commerce including M&S, Centrica and BAA building teams constantly focused on technology delivery to drive digital capability & customer experience.

Torben Lundberg, CIO, Inspired Education Group

Ciklum & Inspired Education - Unveiling the Power of Customer Experience: From Buzzword to Business Game Changer

As an international group of leading premium schools, Inspired Education offers academic excellence to over 80,000 students in over 111 schools across 24 countries. To complement their unparalleled classroom experiences, Inspired Education had a strong vision to deliver a world-leading digital experience for their students through a bespoke platform. The only question was how to do it? In this session we explore how Ciklum & Inspired Education partnered to deliver this in just 9 months, from initial product design & validation through to product delivery.

Event Chair: Miya Knights, Director and Publisher, Retail Technology Magazine

Miya Knights has over 25 years' experience as a retail technology analyst, editor, author and consultant. She is the owner and publisher of Retail Technology magazine and has co-authored two best-selling books about Amazon and Omnichannel Retail. Miya is a GigaOm analyst, serves as a consultant and advisor to a number of technology companies, judges a number of industry awards, and is also a member of the Retail Influencer Network, Customer Strategy Network and the KPMG Retail Think Tank. Miya regularly appears as a retail technology expert on news and current affairs television programmes, and is quoted in the press, as well as moderating or speaking at industry events. She was also recognised as 2021 Arts & Media Senior Leader by the Black British Business Awards, and has been named one of top retail influencers in 2023 by RETHINK Retail and the Retail Technology Innovation Hub.