THE UK'S PREMIER INVITATION-ONLY COMMUNITY MEETING FOR SENIOR CUSTOMER EXPERIENCE LEADERS
December 01 - 02, 2025
| Hilton, syon park london, uk
Rethinking The Meaning Of Customer Excellence
Empowering Employees - Embracing AI - Translating CX To Cash
The world of CX is a world of contradictions. Customers want quicker and more automated processes in place, to allow for speedier resolution of challenges whilst bemoaning the loss the personal touch in their interactions with a business and, whilst a personalised experience across all channels of engagement is critical for today's customer experience, customers also want their personal data protected and used only when explicitly necessary. This is challenging time - made even more so by the scrutiny any investment into CX development carries for most organisations.
By allowing you to learn from industry though-leaders and benchmark against your peers, the CX UK Exchange will help you overcome these contradictions and create a CX strategic for today and prepare for the inevitable changes tomorrow will bring.
By allowing you to learn from industry though-leaders and benchmark against your peers, the CX UK Exchange will help you overcome these contradictions and create a CX strategic for today and prepare for the inevitable changes tomorrow will bring.
Meet Our 2024 Speaker Line-Up:
Carl McCartney
Customer Experience Director
Les Mills
Gabriela Torres
Audience Development Lead
Sky
Aymen Ismail
Head of Customer Engagement Solutions
smart Europe GmbH
James Brindley-Raynes
Head of Digital Customer Journey
A.P. Moller-Maersk
Ruben Bell
Head of Engineering Delivery Optimisation & Global Digital Demand
Vodafone
Fabian Kortekaas
Chief Experience Officer
City of The Hague
Sarah Williams
Chief Customer Experience Officer
Westminster City Council
Luke Horwath
Customer Experience Lead
Waitrose & Partners
Matt Roberts
Vice President of Business Intelligence
Formula E
Ciaragh Hubert
Director of Accessibility
The Open University
Dr Stacy Moore
Lead Psychologist
Inner Circles Psychology
Tyne Mills
VP of Sales
Qualtrics
Elena Schoeman
Director, Service Experience – GBS
Kraft Heinz Company
Noah S Roy-Chowdhury
Director CX & Insights
S&P Global
Deepa Dorai
Global Customer Success Director
DIRECT ATPI GLOBAL TRAVEL
Chris Thomson
Senior Account Executive
Treasure Data
Nyssa Packard
Senior Director - CX
Skyscanner
Nan Russell
Advisory Director EMEA
Qualtrics
Jagrit Malhotra
Managing Director, CX & Customer Care EMEA
Qualtrics
Vinay Parmar
Founder
Dhruva Star
Tyne Mills
VP of Sales
Qualtrics
View the 2023 Post Event Report
Check out key takeaways from last year, along with useful audience statistics, insights into attending brands, trusted testimonials & more!
The #1 Premier Invitation-Only Event for CX Leaders
70+
CX Leaders in Attendance
20+
Expert Leaders on the Speaker Panel
12+
Hours of Networking
10+
Hours of Learning
Join Us As We Celebrate And Honour A Year Of Customer Excellence
The CX Exchange UK Awards will take place on the evening of the 2nd December, completing the first day of the CX UK Exchange. To attend and/or nominate, please click here.
The role of CX leader is being challenged!
Together with the expert speaker panel, our exclusive CX community will explore:
Embrace Your Disruptive Mindset - Be Equipped To Deliver Meaningful CX Change Within Your Organisation
CX operates in a world of continual change and development. Whether this is new technology which can help customer engagement, new ways to measure success, or simply a new demographic with different sets of expectations, change is a constant and creates an environment full of unique challenges.
Joining the CX UK Exchange will ensure you are comfortable in embracing change, as well as demonstrating why investment is critical to keep you ahead of the competition.
Lean Into The Importance Of Community: Making The Case For Brand Focus And A Deeper Customer Connection:
Delivering a positive brand experience and ensuring you “live” your brand throughout all customer touchpoints is critical with today’s community-driven customers - something CX groups ignore at their peril.
This event will provide a vision of why this is such a valuable area of focus, define what you need to do when using a brand to turn a customer base into a community, and help identify the KPIs you need to consider when assessing whether this activity has been successful.
Get The Human Vs Technology Balance Right
Whilst technology continues to advance, the nuanced question is where and how technology can make a positive difference, and where human involvement cannot be replaced. The CX UK Exchange will consider this, looking beyond what new technology is on the market, but exploring how you can find the balance between its use and human involvement to optimise your CX outcomes.
Get Into The Mindset Of Gen Z… And Welcome To “Generation Alpha”
Over recent years, dramatic changes in the way customers interact with brands have led to significant reassessment of customer experience strategies – put simply, making changes to take Gen Z’s requirements into account have been a gamechanger for many companies.
Getting into the Gen Z mindset is critical to deliver great CX and meet their new set of expectations. Beyond this, the next step is future-proofing – how can you get advance plans in place that will mean you are in line with the customers of the future; how can you prepare for Generation Alpha?
Implement And Deploy New Tech To Make The Greatest Impact
Much of the reason change is so prevalent in the world of CX is the fact that technology continues to offer new
or better ways to deliver customer experience.
However, knowing the technology exists isn’t the same as making the most of its benefits. The CX UK Exchange will focus on the “what” – identifying new technology that can make a difference, and the “how” - how to make a case for investment in this field, as well as helping you overcome the challenges inherent with tech implementation. Learn how your peers approach these issues and use their insight to help you move quickly and maximise tech utilisation.
A Five Star Event!
Secure Your Place at the 2024 Exchange!
To ensure the CX Exchange offers the highest degree of relevancy for attendees, only senior Customer Experience Professionals responsible for CX within their organisation are invited.
Contact Us
If you are interested in attending the CX Exchange, please contact info@exchangeevents.co.uk.
Get involved with the latest discussions around customer experience and receive updates about the Exchange by following us across our social media channels.
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QUESTIONS?
Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com
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