About the Forum

Discover how to adapt to changing consumer expectations and implement seamless and high quality customer experiences across multiple digital platforms at the Social Customer Care, Digital Contact Center and Customer Experience Forum in London.

You will gain crucial insights on the competitive landscape of customer care and customer experience worldwide and best practices adopted by global companies, coupled with the vast opportunities and potential challenges of achieving customer success.

A global gathering of senior decision makers and thought leaders, this conference will enable you to capitalize on the latest customer experience trends and exchange groundbreaking ideas on modern social customer care, customer relationship management, customer journey mapping, personalization and omnichannel contact center with global experts and industry professionals.

Why Join This Forum


  1. Optimize business processes and technologies to support a dedicated CRM system
  2. Enhance customer loyalty through accurate profiling and segmentation
  3. Weave fragmented data points and perspectives into a cohesive customer journey map
  4. Drive products and services initiatives from a customer perspective
  5. Incorporate critical social channels into existing CRM systems
  6. Harness voice of the customer to capture their expectations, preferences and aversions
  7. Integrate all online and offline customer data sources in real time to support customer-centric strategies
  8. Embrace digital adoption and digital self-service for enhanced customer convenience
  9. Integrate social media into the omnichannel customer contact center
  10. Employ effective metrics, measurements and benchmarking for customer strategies

Featured Speakers

  • Robert Sullivan
    Business Mentor, Virgin Group
  • Chris Brindley
    Leadership Coach and Former Managing Director of Regional Banking, Retail, Metro Bank
  • Guy Stephens
    UKI Comms Lead for Salesforce & Social Customer Care, IBM
  • Sabrina Rodriguez
    Global Head of Social Media, Travelex
  • Elizabeth Stokoe
    Professor of Social Interaction, Loughborough University
  • Tania Seif
    Former Head of Social Marketing, Coral
  • Alastair Boot
    Customer Experience Lead, Waitrose
  • Sandra Thompson
    Founding Director, Exceed All Expectations
  • Lynsey Sweales
    Vice Chairman of the Social Media Council, Direct Marketing Association
  • Morris Pentel
    Chairman, Customer Experience Foundation
  • Mike Bainbridge
    Chief Digital Technologist, Rackspace, the #1 managed cloud company
  • Alexandra Mitchell
    Director, Customer Insight, Getty Images
  • Dan Moross
    Director of Customer Experience, MOO
  • Martin Hill-Wilson
    Founder, Brainfood Consulting

Past Participating Companies

Over 400 customer experience and contact center professionals across the globe have attended and benefited from our previous conferences. Selected past participating companies include:

  • Visa
  • Coca-Cola
  • Estee Lauder
  • American Express
  • Toyota
  • HSBC
  • ING Bank
  • Experian
  • Tesco
  • Sanofi Pasteur
  • Beiersdorf
  • McKinsey
  • PricewaterhouseCoopers
  • SAS
  • Bain and Company
  • Lexis Nexis
  • AXA
  • ANZ
  • Shell
  • Imperial Tobacco
  • Canon
  • CA Technologies
  • Schneider Electric
  • Ernst & Young
  • Vodafone
  • IBM
  • Electrolux
  • Caltex
  • Adidas
  • Volkswagen
  • AIA
  • Isuzu
  • Avant
  • Wolters Kluwer