15th

Annual

8 - 9 September 2015

Business Design Centre, London

Shaping the future

of the customer journey

Book now to get the best rate at

www.terrapinn.com/customerfestival2015
Part of

Organised by

Its all about the customer

Consistently delighting your customer at every touchpoint is hard.
A powerful combination of people and technology challenges often
frustrates us. Yet some companies seem to manage better than
others. Whats their secret? What do they do differently?
Join us at Europes Customer Festival to get the ideas and make
the connections that will help you tackle your challenges and more
effectively shape the future of your customers journey.

Build brand ambassadors

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Use your data assets to deliver true

value back to your customers

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

I've enjoyed the variety

of companies joining,
there's a very mixed group
of technology providers,
retailers, banks.
Ivan Pintar, Google

Why attend?
Why should you invest valuable time in attending this event?
1. Get new ideas
Keeping up with customer expectations is an endless task. At Europes Customer Festival
you will hear from the leading brands across Europe as they share insights which will help
you stay one step ahead.
From customer loyalty to big data analytics, from innovative payment solutions to new
omnichannel strategies, from customer engagement to customer experience, you will learn
from the best and brightest marketing experts across Europe.

2. Form new relationships

Whatever challenge you are facing in delighting your customers, you wont be alone. At
Europes Customer Festival youll meet new people; peers, industry gurus, new suppliers
and new customers. This is a networking event.

3. From across Europe (and beyond)

Unlike many events, our speaker faculty is truly international. With talks from MercedesBenz's German head office to the director of commercial operations at Vodafone in Italy.
From Legos base of operations in Denmark to Coca-Colas USA operation. All speaking
alongside some of the top marketers in the UK, this is an international event.

4. The best marketing talent pool in Europe

This years show truly brings together the cream of the crop from the marketing world. If
you want to hear serial success stories like Deborah Meaden from Dragons Den or Peter
Williams from Boohoo; or a selection of the top chief marketing officers from the likes of
Britvic, Telefonica, Direct Line, Thomas Cook then this is the event for you.

5. Not a trade show

This is not the largest gathering of marketers in Europe. This is a gathering of the best. This
means that participants are high level and qualified. Whether you are a retailer or a solution
provider, the people you meet will be at your level.

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

speakers
class of 2015

Deborah Meaden
Investor & TV Dragon

Matthew Barwell
Chief Marketing Officer
Britvic Plc

Peter Williams
Chairman
Boohoo.com

Mark Evans
Chief Marketing Officer
Direct Line Group

Eamon FitzGerald
Managing Director
Naked Wines

James Bagley
Marketing Director
Naked Wines

Ellie Kirk
Group Director of Loyalty
and Retention
Orange Group

Mary Flynn
European Director of
Customer Service
Netflix

Barbara Cominelli
Director of Commercial
and Operations
Vodafone

Paul Lyon
Chief Technology Officer
Go Outdoors

Terry Cordeiro
Head of Proposition
Development for Transformation
Lloyds Banking

Ed Child
Head of Customer Data &
Marketing Effectiveness
ASDA

Jonathan Zatland
Multichannel Manager
Etsy

Yossi Erdman
Head of Brand & Social Media
ao.com

Danielle Anderson
Director of Digital Experience
Harris + Hoole

Annabel Kilner
Country Manager
MADE.COM

Gerhard Fourie
Global Brand Strategy
Nissan

Jay Karsandas
Digital Marketing Manager
Carphone Warehouse

Philippe Rondepierre
Head of Marketing
SPAR

Marco Ryan
Chief Digital Officer
Thomas Cook

Nina Bibby
Marketing and
Consumer Director
Telefonica

Manaaz Akhtar
Regional Marketing Director
Subway

Chris Brindley
Managing Director
Metro Bank

Cristina Astorri
Marketing Director
Kabbee

Rocky Atkins
Director of Customer
Service at Hutchison
3G

Lucia Hargasova
Director of Branding
Swarovski

Bobby Brittain
Marketing, Strategy and
Activation Director
Coca Cola

Jeremy Corenbloom
Marketing Director
Match.com

Dan Soffer
Vice Presdient Business
Development, & GM
Verifone

Brian Stewart
Head of Insight
British Gas

Natanael Sijanta
Head of Global Advertising,
Fairs and Exhibitions
Mercedes Benz

Ted Rubin
Social Marketing Strategist,
Brand Evangelist & Acting CMO
Brand Innovators

Dominic Grounsell
Global Digital
Marketing Director
Travelex

James Leech
Director, Contact Centres and
Customer Services
Argos

Debra Walmsley
Head of Customer Research &
Insight
British Airways

John Munnelly
Head of Operations
John Lewis

Brendan Leece
International Customer
Experience Manager
Eon

Andrew Gallagher
Senior Marketing Director
Papa Johns

Luke Griffiths
General Manager
eBay

Doug Glenwright
General Manager, Retail
Transformation
TUI Group

Nick Ames
Head of Marketing
Swissport

Marc Ellam
Head of Passenger & Digital
Communications
Heathrow Airport

Wander Bruijel
Head of Brand, Communications
& Digital UK & Ireland
Philips

Dan Hawkes
Head of Corporate Sales
Performance
Europcar

Sam Thomson
UK Marketing & Values Director
The Body Shop

Anna Domingo
Marketing Director
View from the Shard

Martin Alden
Head of B2B Partnerships
Wickes

Allan Stewart
Vice President Digital
Marketing
Jagex

Deborah
MeAden
Investor & TV Dragon

Sessions not to miss

Breathe fire into your customer service

Deborah Meaden refutes the idea that the customer is king, preferring to see them
as respected friends and she uses this attitude to get closer to them.
Deborah will explain the importance of understanding what customers want, how to
talk the same language as them and forge a lasting friendship.
Deborah believes:
We should certainly care about their opinions and deal with their problems, but
also recognise the limits of the relationship.

Matthew
Barwell
Chief Marketing Officer, Britvic
Make your campaigns matter
Named in the Power 100 Marketers for 2014, Matthew Barwell, Chief Marketing
Officer, Britvic is enjoying an exciting time for the business and hell be explaining
the importance of mattering to more people and not simply targeting consumers.

Nina
Bibby
Marketing and Consumer Director, Telefnica
Defining your brand position: The O2 Story
Recently named in the Power 100 UK's top marketers, Nina believes
that trust, respect and loyalty are key to forming long-standing
relationships between people and brands.
She will be delivering a plenary session which will tell
the audience of leading retail, telco, travel and
leisure organisations from across Europe how
they can build an engaging brand in the
digital age.

Natanael Sijanta

Head of Global Advertising, Fairs and Exhibitions, Mercedes Benz

Connecting with your customers personal lifestyle

environment
The market is changing and big brands such as Mercedes-Benz have recognised
the need to make their image more approachable and integral all with the view of
creating a brand fan base.
Natanael will reveal their latest efforts to create a world of Mercedes-Benz personal
experiences and outlining just how you can transform your customers into fans and
in turn make them the most convincing brand messengers out there.

Mark Evans

Marketing Director, Direct Line Group

Help customers see the true value of your product

beyond price
If you have ever struggled to get your customers to see the true value of your
product beyond the price tag, then you need to hear from Mark Evans, Marketing
Director, Direct Line. Mark will be explaining why Direct Line went back to basics
and how it helped them to understand where the unmet needs of the market lay.

Chris Brindley

Managing Director, Metro Bank

Whats the secret to happy customers? A journey to creating

the ultimate customer experience
Metro Bank has designed an award-winning experience that has helped
them win business from very established competitors.
Chris will share how through a blend of innovative
customer engagement, a customer-focused culture
and the right metrics mix, Metro Bank has taken
on the big boys in banking and won.

Book now on www.terrapinn.com/customerfestival2015 or contact Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

Experts from multiple industries covered

an array of topics, from web chat to e-mail
marketing, on-line versus in-store shopping,
aligning print and digital media and leveraging
social intelligence to enhance the customer
experience. With a mixture of panel discussions,
interviews, keynote presentations and interactive
workshops, the session tracks offered
participants the opportunity to engage with
both the featured speakers and their fellow
conference attendees.
Rusty Warner, SDL

Conference Day 1 Tuesday 8 September 2015

1 of 3

CHAIRS OPENING REMARKS

09:00

Breathe fire into your customer service

Learn why Deborah Meaden refutes the idea that the customer is king and prefers to see them as
respected friends
Understand how she has used this approach to recognise what customers want, how to talk the same
language and forge a lasting relationship
Find out how to care about their opinions and deal with their problems, but also recognise the limits of
the relationship
Deborah Meaden, Investor & TV Dragon

09:20

Making your campaign matter more to consumers

Increase emotional loyalty by moving away from targeting consumers to mattering to consumers
Engage your customers on an emotional level with a more human campaign
Broaden your appeal to new wider audiences by adjusting your marketing strategy
Matthew Barwell, Chief Marketing Officer, Britvic

09:40

Defining your brand position: The O2 Story

Drive brand value with a unique value proposition and brand promise
Give your brand a personality your customers can follow
Forge consumer loyalty by creating a timeless narrative for your brand
Nina Bibby, Marketing and Consumer Director, Telefonica

10:00

11:00

MORNING REFRESHMENTS AND NETWORKING BREAK

Personalised Loyalty Schemes at Scale

Personalised Experiences for the Masses

Driving Acquisition and Loyalty

Driving customer loyalty

Boost customer retention with a pan-european loyalty
card scheme
Increasing loyalty by entering a global brand
partnership, The Liverpool FC Story
Providing consistency in a brands tone of voice across
Europes diverse regions

Case study: Whats the secret to happy customers? A

journey to creating the ultimate experience
Build a challenger brand using customer experience as
your USP
Win business from established competitors by blending
innovative customer engagement and customerfocused culture
Ensure your business has the right people, processes
and culture to deliver the ultimate customer experience

The omni-channel approach: Nail that seamless

experience to stay ahead of the competition
Deliver brand values and messages consistently across
all channels
Deliver a seamless transition from channel to channel
allowing the customer to pick up where they left off in
the purchasing process
Optimise your customer experience across all devices

Manaaz Akhtar, Regional Marketing

Director, Subway

11:20

Looking 5 years ahead: The future of customer loyalty

Discover the impact the voice of the customer will have
on future loyalty schemes
Understand why defining a set of operational brand
values is key to clearly defining multi-channel rational
See the value of customer experience to your brand
and its impact on loyalty

Chris Brindley, Managing Director,

Metro Bank

Personalising your customer experience

Achieve scale and grow in new markets while never
losing sight of the basics of great customer service
Embed a customer centric culture using empathy,
honesty and authenticity as the core for an
outstanding service
Manage personalised customer experience on a
global stage

Ellie Kirk, Group Director of Loyalty

and Retention, Orange Group

11:40

Driving customer loyalty

Understand the challenges associated with encouraging
busy Londoners to stay loyal to one taxi firm
Combat increasing competition using data led loyalty
schemes
Use your loyalty data to create personalised loyalty
experiences for your customers

Cristina Astorri, Marketing Director,

Kabbee

Mary Flynn, European Director of

Customer Service, Netflix

Eamon FitzGerald, Managing Director,

Naked Wines
James Bagley, Marketing Director,
Naked Wines

Creating a seamless multi-channel experience to give

customer freedom
Maintain a unified experience for the customer across
all channels
Identify breaks in multi-channel communication by
mapping your customers journey
Ensure your business has the right people, processes
and culture to achieve multi-channel success

Barbara Cominelli, Director of

Commercial and Operations, Vodafone

Moving from personalization to individualization in

Better understanding the ROI from your marketing mix

customer service

Evaluate the effectiveness of your marketing mix

Understand the importance of a data-driven CX design

Invest in the best marketing channels by measuring

Structure experiences around customer journeys

Ask how customer data can inform each interaction

Rocky Atkins, Director of Customer

Service at Hutchison, 3G

ROI with correct metrics

Ensure your content reaches the right audience

Lucia Hargasova, Director of

Branding, Swarovski

Conference Day 1 Tuesday 8 September 2015

2 of 3

roundtables
12:00

12:40

14:00

Building personalized loyalty

programs

Can your brand ride the

social storm?

How personal can

personalisation be?

Can you buy customer loyalty?

Infusing customer experience

into product development

Adopting a mobile first

mind-set

Building loyalty through

emotional engagement and
positive positioning

Providing a personalised
offering to the masses

Thinking outside the box:

Gamification

NETWORKING LUNCH

Engaging online & in person

Commercialisation of Big Data

Omni-channel Payment Integration

Launching a new brand on a global scale: The Coke

Life story
Launch a new brand at scale with creative and
innovative marketing campaigns globally
Create genuine brand love and attachment by
delivering unique and personalised marketing
Why marketers need an open dialogue with supporters
and detractors

Measuring the success of your sharable content

The importance of monitoring and measuring content
across all channels
What are the right methods of measurement and what
the KPIs could look like
How match.com is using its own KPIs to relate to
different parts of the customer journey

What will retail and E-commerce payments look like

in the next 2 years?
What changes in the mobile landscape will retailers
focus on in the next 2 years?
How will the Internet of Things impact retailers as its
popularity grows
How can you be sure to back a winning payment
technology?

Bobby Brittain, Marketing, Strategy

and Activation Director, Coca Cola

14:20

Bringing the online, offline

How an online retailer entered the material world
launching a wholesale business
How to capture the magic of an interactive online
website, in-store
Bringing your online customer offline, while also
attracting new business

Jeremy Corenbloom, Marketing

Director, Match.com

Big wins with big data: Building the right models to

create more targeted messages
Improve your single customer view with big data
analytics and visualisation
Remain relevant to your customer base in your
messaging using big data visualisation
Integrating big data systems into your single customer
view goals

Jonathan Zatland, Multichannel

Manager, Etsy

14:40

Ed Child, Head of Customer Data &

Marketing Effectiveness, ASDA

Connecting with your customers personal lifestyle

Seeing the forest for the trees Translating complex

environment

data into valuable customer insight

Get closer to customers by connecting with their

Achieve multichannel delivery of customer insight with

personal lifestyle
Become more approachable and integral to your
customers

big data analytics

Identify customer trends with real time big data
architecture

Be a lasting part of your target groups world by

personalising your offerings

Natanael Sijanta, Head of Global

Advertising, Fairs and Exhibitions,
Mercedes Benz

Identify the right metrics to use for segmenting your

customers using big data visualisation

Brian Stewart, Head of Insight,

British Gas

Paul Lyon, Chief Technology Officer,

Go Outdoors

Transforming payments across all channels

How mobile players from across the ecosystem
are innovating to create a better consumer mobile
experience
A look at what the banks, operators, card issuers and
payment service providers are doing within this space
and what threat new entrants pose
What does the ultimate mobile wallet look like?

Terry Cordeiro, Head of Proposition

Development for Transformation,
Lloyds Banking

Mobile Retail: Delivering contextual experiences to

drive loyalty and spend
Provide consumers with an intuitive and seamless
experience combining commerce and mobile
Drive the use of mobile payments using enabling
technologies such as NFC, QR codes and beacons
How the mobile ecosystem is innovating and disrupting
the retail landscape to offer an end-to-end retail
experience

Dan Soffer, Vice Presdient Business

Development, & GM, Verifone

Conference Day 1 Tuesday 8 September 2015

3 of 3

roundtables
15:00

15:40
16:10

Capturing the voice of your

customer in your CRM

Customer analytics: Game

changer for customer loyalty?

Achieving mobile payment

success

Building a customer
experience led CRM system

Real-Time retailing in the age

of big data

How to win the digital

wallet war

Developing a winning Mobile

CRM Application

Social data's pulling power:

Build your brand

In store innovation: online

innovation to bricks and
mortar

AFTERNOON REFRESHMENTS AND NETWORKING BREAK

Build greater intimacy with clients and profit from ROR: Return on relationship
Build greater intimacy with your customers naturally
How to look your customers in the eyes digitally
Methods to increase trust, loyalty and advocacy
Ted Rubin, Social Marketing Strategist, Brand Evangelist & Acting CMO, Brand Innovators

16:30

Social media - is it a blessing, or a curse?

How social media is allowing customers to deliver the naked truth about their experiences
How to maintain strong customer relationships and establish consistent customer support through
social media
The trials and tribulations encountered when responding to negative customer feedback
James Leech, Director, Contact Centres and Customer Services, Argos

16:50

Engaging social media content to life: Bringing a boring category to life

How AO.com have used social media to attract and engage 1.5m users with the boring topic of
washing machines
Generating high engagement by using social media in a fun way to contribute to company brand
and sales
How to measure your success on social media and use this measure to improve future use
Yossi Erdman, Head of Brand & Social Media, ao.com

17:10

CHAIRS CLOSING REMARKS AND NETWORKING EVENING DRINKS

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

Conference Day 2 Wednesday 9 September 2015

1 of 3

CHAIRS OPENING REMARKS

09:00

Evolving and adapting in an omni-channel world

Shaping your omni-channel proposition around customer expectation
Predicting which technologies will act as the agent of change
How to deliver omni-channel enabled payments and retail
Peter Williams, Chairman, Boohoo.com

09:20

Helping customers see the true value in a product beyond price

Stay competitive based on the value of your product or service to consumers
Leverage your products strengths and brand experience
Sharing the value is long term, price is short term mantra with your customers
Mark Evans, Chief Marketing Officer, Direct Line Group

09:40

Getting eye to eye with your customers

Taking a high tech, high touch approach to multimedia marketing
Launching a successful omni-channel campaign with global reach
Creating personalised experiences by seeing through the eyes of your customer
Marco Ryan, Chief Digital Officer, Thomas Cook

10:00

11:00

MORNING REFRESHMENTS AND NETWORKING BREAK

Personalised Loyalty Schemes on Scale

Personalised Experiences for the Masses

Driving Acquisition and Loyalty

Turning customers into brand advocates

How British Airways successfully measure customer

experience excellence
How BA developed an intelligent customer feedback
mechanism that allowed them to hear their customers
Interpret real events from feedback and delight
customers with real outcomes
Develop a real-time, closed loop customer feedback
programme that will help maintain a high level of
service

What will a typical omni-channel customer

experience look like by 2017?
How will the role of the bricks and mortar store change
in the next two years?
What role will mobile play in the omni-channel journey
of 2017?
Which omni-channel technology innovations will offer
the best ROI in the next two years?

Engage your customers around their interests and

passion points
Improve your content marketing tool kit
Producing the right content and distributing it in the
best way

11:20

Danielle Anderson, Director of Digital

Experience, Harris + Hoole

Debra Walmsley, Head of Customer

Research & Insight, British Airways

Loyalty case study: Getting closer to what your

customer really means
Opening up the floodgates to customer feedback and
overcoming the fear factor
Gaining customer feedback and using this information
to drive customer loyalty
Timely and relevant proactive communication to
reduce customer effort and loyal fans

A systematic approach to help you keep all the

customer experience plates spinning
Coping with the rising tide of customer expectation
when it comes to CX
An introduction to E.ONs six programme pillars which
acts as a compass to their customer experience
success
How E.ON overcame its competition to improve its
residential Net Promoter Score in every country in
which it operates

Andrew Gallagher, Senior Marketing

Director, Papa Johns

11:40

Personalised loyalty to improve customer experience

Building a picture of customers and the most
appropriate services to offer
Using data from LoungeMiles Loyalty Scheme to target
specific campaigns to specific people
Personalising your offer to the mass consumer

Nick Ames, Head of Marketing,

Swissport

Brendan Leece, International

Customer Experience Manager, Eon

Driving more transactions through bringing the store

into the 21st Century
Understand what customers expect of the bricks and
mortar experience in an omni-channel marketplace
How retailers can use the digital domain to drive
customers to their stores
Establishing best practices of integrating the digital
and physical selling environments

Doug Glenwright, General Manager,

Retail Transformation, TUI Group

Annabel Kilner, Country Manager,

MADE.COM

Automation in an omni-channel world: The John

Lewis automated national distribution centre
Evaluating if automation can facilitate a smoother
transition to omni-channel operations
Assessing how to build flexibility into an automated
operation
Understanding if automation is suited to D2C growth
and the demands of individual orders

John Munnelly, Head of Operations,

John Lewis

Understanding online attribution in the multichannel

retail landscape
Measuring engagement with brands on a range of
platforms across multiple devices
Measure marketing spend in each channel
Making decisions to scale up or down per-channel
spending

Luke Griffiths, General Manager,

eBay

Conference Day 2 Wednesday 9 September 2015

2 of 3

roundtables
12:00

12:40

13:40

Keep your consumers:

Combating declining
brand loyalty

Setting customer service trends,

not simply following them

Integrating collaborative
shopping carts and
variable fulfilment

Converting passive loyalty

into active loyalty

Morphing contact centres into

relationship hubs

Ensuring social media initiative

alignment across channels

NETWORKING LUNCH

Personalising customer engagement

Commercialisation of Big Data

Omni-channel Payment Integration

The art of storytelling to engage consumers

When digital meets in-store: The future of shopping

Engaging with generation C

How Nissan shares brand values through engaging

Carphone Warehouses revolutionary tablet based

How to engage with an increasingly younger audience

customer experience, Pinpoint

stories
How to take your customers on an emotional journey
with you

How this ground-breaking technology has enabled

them to bring together the best of human experience
and digital technology in retail
Using technology to create positive impact on
customer satisfaction and sales

improvements and social media etc

Speaking the language of generation C without
alienating your existing customer base

Philippe Rondepierre, Head of

Marketing, SPAR

How Philips is making its B2B communications

The effective use of social technologies

Where are payments going next in Europe?

personal

Social Selling as the key to ramp up business revenue

A closer look at the payments weather map to examine

The switch from B2B to B2P

The increasing scope of the public relations
department and the challenges that brings
How to demonstrate the impact of PR on the sales
pipeline in business to business markets

Wander Bruijel, Head of Brand,

Communications & Digital UK &
Ireland, Philips

14:20

technology: digital vouchers, mobile centricity, website

Jay Karsandas, Digital Marketing

Manager, Carphone Warehouse

Gerhard Fourie, Global Brand

Strategy, Nissan

14:00

and remain relevant in payments

Evolving your offering to keep up with the latest

and measure your ROI

How to successfully use content, social media and
traditional marketing channels in a B2B environment to
increase sales
What are useful tools and platforms for collaborative
selling: Social CRM, social monitoring, other tools

Marc Ellam, Head of Passenger &

Digital Communications, Heathrow
Airport

innovation
Looking at the technology and market drivers pushing
payments forward
A critical look at how to integrate new payment
technologies into existing systems

Dominic Grounsell, Global Digital

Marketing Director, Travelex

Strategies for humanising your content and your

How to track content and act on the information

Driving new payment system adoption

brand via social media

How to identify content consumption trends at a

Whose responsibility is it to drive consumer adoption?

New technologies to form a personalised experience:

Beacons, Wearables, Social Cloud
The top five tips, tricks and tools for social media
marketers in 2015 that help to gain trust and enhance
the customer experience
Strategies for humanising the customer experience

Sam Thomson, UK Marketing &

Values Director, The Body Shop

firmographic level and job function level

Best practises for analysing this data to find useable
trends in interaction
How to build a content delivery schedule that pushes

How can all the players in the mobile payment

ecosystem work together to drive consumer adoption?
Understanding drivers for consumer adoption and how
to integrate these into your strategy

content based on this information

Dan Hawkes, Head of Corporate Sales

Performance, Europcar

Tim Linsell, IT Development Manager,

John Lewis

Conference Day 2 Wednesday 9 September 2015

3 of 3

roundtables
14:40

15:20

15:40

How to achieve strong sales

force automation adoption

Integration of online and

offline analytics

Seamless integration of
multiple payment solutions

Who's sabotaging your

information management,
And what to do about it

Seeing is believing: Brand

data visualisation

Achieving multi-tender loyalty

AFTERNOON REFRESHMENTS AND NETWORKING BREAK

Marketing truly unique experiences

Changing the conversation: Marketing experiences not destinations
Creating truly unique experiences for the mass customer
The art of storytelling to sell a moment, rather than a product
Anna Domingo, Marketing Director, View from the Shard

16:00

Driving customer loyalty both in-store and online

Exploring alternative loyalty measures: Moving beyond gift and loyalty cards
Looking at store layout and format to attract causal consumers
Attracting the light browsers into making repeat purchases
Martin Alden, Head of B2B Partnerships, Wickes

16:20

Keeping up to date with marketing metrics in the digital age

The decline of the click metric as technology makes digital marketing more complex
Measuring new metrics such as uplift and establishing new standards
How to measure true value from digital marketing
Allan Stewart, Vice President Digital Marketing, Jagex

16:40

CONFERENCE CLOSE

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

pre-conference workshops
Workshop A:
Customer Loyalty 101

Workshop B: Customer Experience

Strategy & Implementation

Monday 7th September 9:00am - 12:00pm

Monday 7th September 1:00pm - 4:00pm

This workshop is designed to prepare for customer loyalty

success through a personal, interactive and effective session in
bringing your entire team along the loyalty-marketing journey.

Your organisation is thinking about embarking on a customer

experience programme but where to start? What resources are
required? What are the pitfalls to watch out for? What does bestpractice implementation look like? What return can we expect from
our investment? What's the best strategy for us?

Need an update on industry trends? Want a sneak peek at the

best practices in loyalty initiatives?
Bring your team together for a loyalty marketing workshop that
ensures everyone knows what needs to be done to create a
defensible, sustainable customer loyalty program. If you need
an update on industry trends, a best practices overview or a
refresher course this session is ideal for you and your team.

This workshop is a short, highly effective immersion into the latest

thinking around customer experience and the simple, proven
steps to implementing it successfully. By bringing together key
stakeholders you will ensure that you have an aligned team
behind your customer experience strategy from the very start.
In this session you will:

In this session you will:

Define loyalty marketing
Identify key trends within your industry and competitors
programs
Determine how a loyalty program can help you achieve your
business objectives
Know what works and what doesnt best practices give
you a competitive advantage

Determine the best CEM strategy for your organisation

Identify the values that drive customer loyalty for your business
Identify the enablers and barriers to delivering great experience
Develop an implementation plan to align your products and
processes - and how to get your people behind it
Learn the pitfalls to avoid and how to measure your success

Ted Rubin is a leading Social Marketing Strategist, Keynote Speaker, Brand Evangelist, and Acting CMO of Brand
Innovators. In March 2009 he started using and evangelizing the term ROR, Return on Relationship, hashtag #RonR.
Ted is the most followed CMO on Twitter according to Social Media Marketing Magazine and one of the most interesting
CMOs on Twitter according to Say Media.

post-conference workshop
Workshop C: An Introduction to Consumer Neuroscience & Neuromarketing
Thursday 10th September 9:00am - 12:00pm
This workshop will introduce you to the multidisciplinary field of
consumer neuroscience and neuromarketing. It will go through
the basic concepts of the human brain, the elements of the
consumer mind, how it is studied, and how its insights can be
applied in commercial and societal understandings of consumer
behaviour.
In this session you will:
Learn how consumers make decisions
What consumers pay attention to
Brain mechanisms in consumer choice
Basic methods neuromarketers use to influence customers

Roger Dooley is the author of "Brainfluence"

(John Wiley & Sons), the blog "Neuromarketing,"
as well as "Brainy Marketing" at Forbes.com.
He is the founder of Dooley Direct, a marketing
consultancy, and co-founded College
Confidential, the leading college-bound
website. The site was acquired by Hobsons, a
unit of UK-based DMGT, where Dooley served
as VP Digital Marketing and continues in a
consulting role.

Book your workshop ticket now on www.terrapinn.com/customerfestival2015

2015
floor plan

Who you will meet

Europes Customer Festival brings together the whos

who of retail, ecommerce, telecoms, leisure, tourism and
banking where customer centric thinking will lead to new
ground being broken.

sold

reserved
24

You will meet senior executives from:

available

25

26

27

28

29

30

31

Customer Experience, Service

Omni-channel, Multi-channel, Mobile

theatre

CEO, CTO, CIO

sitting
area

23

22

21

PLENARY KEYNOTES

TRACK 1

Develop key relationships

38

7
5

sitting
area

cafe

20

11

8 10

Demo your technology

12

13

14

19 18

TRACK 2

booth no.

VIP LOUNGE

TRACK 3

Limited sponsorship opportunities are

available. To sponsor call Parminder Gill
on +44 (0)20 7092 1138 or email
parminder.gill@terrapinn.com

company

theatre

16 17
15
42

* Correct as of 14 May 2015

1-2-1 meeting services

Networking drinks

37

Analysis, Insights, Data Science

Meet new business partners

Engaging roundtable
discussions

36

40

Profile your brand

Speed Networking sessions

35

39

Debut new products

1500+ Customer centric

organisations from across
Europe

34

41

Generate leads and make sales

Pursue and partner

33

Marketing, Loyalty

Ecommerce, Payments

Why exhibit

32

entrance/exit
booth no.

company

booth no.

12

22

15

23

18

30

19

42

11

21

company

The speakers have

been really good and the
networking opportunity has
been really great.
Sanjeevan Bala, Channel 4

A small sample of past attendees

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

The 598 attendees in 2014 came from

These industries:
35% Retail
15% Banking and Finance
10% Telecoms and media
10% Leisure and entertainment
10%Transport and travel
20% Solution providers

With these job functions:

And with this geographic split:

10% ec
nts
, payme

ce
ommer
15% Omni-ch
a
multi-chann nnel,
el, mobile

g,
ketin
r
a
M
%

40

y
loyalt

40% Europe

50% UK

10%

CTO
, CIO

, IT

sight,
ysts, In
l
a
n
A
10%
ientist
Data sc

r
15% Custome
r
se vice
experience,

10%
ROW

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com

I love the range of speakers

and that it's 5 things in 1, so
that you can personalise your
own journey. I'd rather do that
than go to different separate
events, it's really cool.
Ben Fricke, Subway EIPC

Customer Festival combines

customer experience with loyalty,
payments and big data - all looking
at the customer point of view, which
I think is a big advantage compared
to other conferences! For me it is a
one-stop-shop.
Sondre Wassas, Statoil

RESERVE your place today

The earlier you book the more youll save.
Its really easy to book your place online.
And our online calculator will ensure you
take advantage of the best deal.
Go to and book now on
www.terrapinn.com/customerfestival2015
Dont forget to enter special code
BD2015 to claim the Early Bird discount.
DELEGATE BOOKING
Package

Book before
19 Jun 2015

Book before
10 Jul 2015

Book before
31 Jul 2015

Book before
21 Aug 2015

Final Price

Retailer Pass*

395
SAVE 155

430
SAVE 120

470
SAVE 80

510
SAVE 40

550

Standard Pass

850
SAVE 250

910
SAVE 190

970
SAVE 130

1040
SAVE 60

1100

1x pre/post-conference
workshop

100

* The retailer pass is for professionals from the retail, ecommerce, telecoms, leisure, tourism & banking industries
(subject to approval). If you are unsure as to which pass you qualify for, please contact us directly.

BOOK NOW
Book now and get the offer
price - on your phone
Scan this QR pattern with the
camera on your smartphone and
register with a discount code
BD2015 at the special offer price.
Dont have a QR reader app?
You can download one for free
from App Store. Dont have
a smartphone? You can also
register and get the offer on our
website www.terrapinn.com/
customerfestival2015

Go to www.terrapinn.com/customerfestival2015
and book with a special discount code BD2015
or call +44 (0) 207 242 2324

BRING YOUR TEAM

Theres so much great content, you cant
possibly cover it all alone. Bring your team and
get an extra discount. For more information
please call +44(0) 207 242 2324 or go to
www.terrapinn.com/customerfestival2015

2015 Sponsors
Platinum Sponsor

Gold Sponsors

Silver Sponsors

Exhibitors

Media Partners

Book now on www.terrapinn.com/customerfestival2015 or contact

Andrew Kerry on +44 (0) 207 092 1195 or andrew.kerry@terrapinn.com