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AGENDA

This carefully crafted program combines inspiring keynotes with informal activities and time to build real relationships.

Monday

17:00

Delegate registration

20:00

Welcome drinks

Tuesday

8:00

Breakfast & Welcome

8:50

International Keynote

Session details TBA

9:30

Partner Keynote

Session details TBA

10:00

Coffee Break & Networking

10:30

Moving the Needle on Customer Satisfaction: The Role of Customer Insights

Customer insights play a crucial role in determining and evolving any CX strategy, helping to ensure that what you’re doing is actually something that the customer wants or needs. But, what happens when an insights-backed strategy or initiative hasn’t seemed to move the needle on customer satisfaction?

This session will explore how we can better use customer insights in our business to measurably improve the customer experience, exploring the factors we should consider to consider before going ahead with an initiative; managing the expectations of stakeholders, and what you actually need to get a measurable impact in satisfaction or other CX metrics.

11:10

Partner Breakout

Session details TBA

11.50

Panel: Growing the Impact and Influence of an Insights Team

There’s no doubt that the role of the customer insights team is growing within organisations, but how can we continue to build on the impact and the influence this team has on the business? In this panel we’ll explore the ways in which we can elevate the position of a customer insights team to make real change in the customer experience and across the business, discussing how we can position the role research and insights as a truth-finder; shift toward being a proactive entity; and structure our teams most effectively to gain influence across the business.

12.30

Partner Breakout

13:00

Lunch

 

13:50

Navigating the Research Agency Relationship

Working with research agencies is often a big part of the role of a customer insights team, but given how integral they are to our research strategy, how can we best navigate those relationships? What makes a great brief to kick off a project with an agency? How can we optimise those relationships to elevate the impact, both on the business and the customer? How can we create consistency when working with multiple agency partners?

14:20

Wine Tasting

14:20

Golf

 

14:20

Workshop

17:00

Relax + Recharge

19:00

Pre-Dinner Drinks Reception

Hosted by Ashton Media

19:45

Dinner

22:00

Close

Wednesday

8:00

Villa Checkout

8:00

Breakfast & Opening Comments

8:50

Partner Keynote

Session details TBA

9.30

International Keynote

Session details TBA

10:10

Partner Breakout

Session details TBA

10:40

Coffee Break & Networking

11:00

Think Tank: Customer Insights – The Self-Service Model

Despite the growing importance of customer insights in defining any CX strategy, with the rise of self-service tools and with most businesses now having a direct line to customers themselves, many organisations and industries are under pressure to do more with less. In this panel discussion, we’ll hear from several leading businesses who have experimented with the self-service customer insights model, exploring the different tools, avenues and approaches we can use to bring customer research and insights in-house.

Think Tank: Structures and Skills – Creating a Best in Class Insights Team

Session details TBA

12.00

The Design and Delivery of Customer Research

The areas of research design and delivery are quickly evolving, with new tools and techniques coming to the foreground. In this session, we’ll explore the research scoping, planning and design process, including problem definition and some of the tensions around sampling and customer testing, before moving into looking at the delivery of research, and how we can use data visualisation and storytelling to distil clear, concise and interesting insights.

12.30

Demystifying AI and Automation: Applications for Customer Insight.

There’s no doubt that AI and automation are buzzwords plaguing almost every industry, but what real effect will they have on customer insights and research? This session will explore how the development of artificial intelligence and automation technology will influence the evolution of customer insights, how they will be integrated into research techniques and at what stage of the research process.

12:05

Lunch & close of Symposium