2020 Virtual CX Marketing Summit Preview Guide

Your Guide To What’s On

Discover how marketing is playing an increasingly important role in the CX in a fast changing world

EngageCxMarketing.com @EbmCxMarketing #EngageSummits

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Two Day Virtual Event

700+ Delegates

Virtual Round Table Sessions

10 Topic Streams

Networking Opportunities

Welcome The Virtual CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights, which leads to tailored, personalised offerings that attract and retain a loyal customer base. Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand. For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy.

The day will provide a survival guide for CX as we discuss topics such as how we can use service design to break down business silos, how we can build a better CX using an insideout model, the new technologies that can transform engagement, how to master digital advertising in the machine age, how we need to stop thinking channels and start thinking journeys, the use of VOC in marketing, and what the era of omnipresent experience means for you.

The organisations sharing their stories at the Summit are seeing a more seamless CX being created as a result and, by joining them, you’ll be able to reap the same rewards. Make sure you don’t miss out on the Virtual CX Marketing Summit.

40 Presentations

EngageCxMarketing.com

@EbmCxMarketing #EngageSummits

CX Marketing Virtual Summit is organised by Engage Business Media Ltd Join EngageCustomer.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more.

2 Esher Road, Hersham, Surrey, KT12 4JY Company Registration No. 8636460

A Feast of Case Study Content Transforming CX Marketing strategies for the ‘new normal’ Our customers’ behaviour and priorities have changed more rapidly during 2020 that at any other time in recent history, and those changes are continuing at pace as CX Marketing emerges into the ‘new normal’. This stream will highlight how the pandemic has acted as a catalyst for profound change.

CX Analytics for Marketing We will explore how measuring the results of your CX efforts and using them to aid your marketing initiatives can enhance engagement and streamline activities.

Strategy & Innovation This seminar stream will look at how, as the marketing function plays an ever increasingly important role in the CX, it’s important that the strategic and innovative functions within both departments unify in order to provide a more seamless CX.

Digital Transformation The digital era is transforming the way that we work, and the marketing department can utilise this technology more than any other. We’ll be looking at the best ways to integrate new technology and digital methods into your marketing strategies.

Implementing CX Marketing strategies through rapid change In these unprecedented times of change organisations are having more than ever to adapt and indeed reinvent their CX Marketing strategies. This stream will look at how organisations are successfully transforming their CX Marketing strategies to meet customer needs.

The Multichannel Customer Journey In this digital era, it’s more important than ever to align strategies across channels to ensure a consistent tone of voice and customer experience. In this stream, we’ll be looking at how getting your multichannel experiences right can lead to tailored, personalised offerings that attract and retain a loyal customer base.

Customer and Employee Experience Across the Enterprise We’ll be exploring how by listening to and implementing what both your customers and employees want from their experiences with your organisation, you can form a winning strategy that will ultimately allow you to gain competitive advantage.

Artificial Intelligence, Iot And Robotics We’ll be drilling down into these exciting new areas and examining how you can implement new technologies to ultimately transform customer engagement.

Voice Of The Customer Customer Loyalty And Personalisation Organisations who capture customer’s expectations, preferences and aversions and implement new ways of doing things based on their findings are those who are the most successful within their customer strategies. Join us to explore how you can further enhance the way you listen to customers.

Customer Data & Intelligence Including GDPR Following the implementation of GDPR regulations and the record numbers of data breaches being reported, join this session to learn how to be more responsible with your data, whilst in turn protecting your organisation.

75% of consumers agree that they are more engaged with brands who personalise messages and offers, so getting your strategies relating to this aspect right is more important than ever. Join this session to learn from those getting their personalisation strategies right, who are in turn increasing customer loyalty.

What Our 2019 CX Marketing Summit Delegates Thought How would you rate the organisation of the day?

8%

64%

How did the event compare to what you expected?

Which speakers were your favourite?

Would you attend the Summit again next year?

50%

36%

45%

Average

40% 35% 30%

37%

25%

Good

15%

20%

Michael

James Sutton

Hominick

55%

10% 5% 0% Much Better

Excellent

Somewhat Better

About What is Expected Yes

If you had to encourage a colleague to attend, what would you say to them?

Charlie Clinton

Abigail

Jamie Thorpe

How useful to your company was the information presented at the event?

The thoughts and effort of multiple experts from across the marketing spectrum distilled in to a day.

Both enjoyable and incredibly informative.

I hardly go these because it's usually the same repeated content but this brings the customer to the forefront on various levels.

Insightful on the various people, companies and teams involved.

Absolutely amazing Chair in Helen!

It's been a long time since I've stayed an entire day but the questions posed by her opened the talks to new realms.

A good diverse set of sector experience means that you get some great cross pollination of ideas that wouldn't always be the case at sector specific conferences. Oh! And Malcom is always a great speaker - worth a trip to see him in action.

Go with an open mind, a large note book and a capacity to absorb and utilise the information to your advantage!

Colin Shaw

A good day and good range of speakers.

It's a great CX insights day and for changing the way you think about CX.

37%

36%

26%

Extremely Useful

Very Useful

Moderately Useful

Please describe your event experience in one sentence:

Tom Rainsford

Tan-Giroud

Phil Durand

Maybe

A great opportunity to step outside the office and get external opinions.

Malcolm

Hayley

McDonald

Brooksbank

Great experience and useful information across a range of business.

Excellent keynotes, some really interesting sector presentations, good choice of speakers.

The majority of the speakers were interesting and informative with helpful information that can be taken away and utilised for my own working environment.

Great mix of speakers. Malcolm McDonald and Tom Rainsford in particular were great!

Great day.

Recently Confirmed 2020 Speakers

Hanifa Dungarwalla

Maria Fernando

Tracy Cross

Mary Bawn

Rumyana Miteva

Group Digital Marketing Manager Bauer Media

Marketing Manager Santander

Group Head of Marketing PDSA

Head of Press, Brand & Voice PDSA

Head of Performance and Rev Secret Escapes

Clayton Ricketts

Raghav Gupta

Senior Capacity Building Manager Save the Children

Global Customer Experience Expedia

Danusia Szczerkowska Customer Retention and Acquisition Manager ArvalBNP Paribas Group

Amit Kumar

Wally Brill

Head of Marketing Technology Photobox

Head Of Conversation Design Advocacy & Education Google

Recently Confirmed 2020 Speakers

Gareth Main

Ryan Skinner

Marek Lacina

Rachel Thomas

Head of Marketing Elder

Principal Analyst Forrester

Director of Programmatic Marketing lastminute.com

Communications Manager Royal Mint

Deborah Owen -Ellis Clark Director of Marketing Places for People

Lauren Drew

Babar Rahman

Matthew Ford

Tim Bond

Senior Marketing Manager Financial Times

Vice President Marketing and Sponsorships Qatar Airways

Head of Marketing Hawksmoor

Group Head of Insight DMA

Network with your Peers

The New Attendee Experience Dynamic Event Guide showcasing our case study driven content, enabling you to create and build your own custom agenda, adding sessions and networking appointments to your schedule.

Professionals attend events for two primary reasons: to absorb content and to network A key reason for attending conferences is to connect with likeminded people and industry peers. Our virtual conferences bring together people from different geographical areas and

Connecting with Peers Networking is one of the main reasons to attend a conference, enabling you to virtually communicate with like-minded people, a painless and productive way to introduce yourself to others, schedule appointments with exhibitors, sponsors or other attendees in advance of the event on the day and even after the event.

industry sectors from the comfort of their own workspaces, who share a common discipline or interest.

Our exciting industry leading networking event app powered by ‘Cvent Crowd Compass’ provides the perfect platform to deliver interesting event content, effective virtual face-to-face connections, digital interactive agendas, question and answer sessions enabling more involvement during presentations, surveys providing feedback opportunities at the perfect time, and more.

Application run by:

Connecting with Content After all ‘Content is King’, making it simple to actively participate in session discussions with real-time engagement features. Directly connect your social media profiles to the event app for easy posting, sharing, and connecting with other attendees, displaying social updates in real-time.

Gamification A fun way to connect and play, explore event content, complete challenges, earn points and badges, and win prizes!

Convince your Boss

Discover what to expect in 2020

I would like to attend the Virtual CX Marketing Summit taking place on 8th & 9th October.

I have reviewed the agenda as well as the list of exhibiting companies and feel the return on the investment would be a major benefit as the event aligns directly to the priorities of our department [insert your priorities here].

It’s great value for the level of intensive education. In 2 days, I’ll have access to: • Case studies from world-class brands [List Notable] • Speakers include: [add here] • 10 topic streams covering the latest trends.

• Interactive focus group sessions • Networking opportunities with 500 peers working in similar roles to myself • Access to the event networking app, where I can arrange virtual meetings and chat with other delegates prior to the day • Live demos from industry leading vendors.

The full conference price* is £395+VAT and includes: • Conference attendance • Documentation (including presentation slides) • Planned events.

There are a number of strategic and tactical ‘how-to’ case study presentations on the day that I feel will allow us to transform engagement, and at the same time make savings in the future. A few of the presentations that I plan to attend include [List Top 3 Sessions Here].

I’ve reviewed the exhibitor list and there are a number of vendors participating that I plan to evaluate for future use. In addition to the exhibit showcase and product demonstrations, I plan on scheduling private vendor briefings onsite with [Vendor A, Vendor B, Vendor C].

I’ll also be able to build new business relationships and share best practices with other delegates working on the same priorities. This event has user/case study presentations and roundtable discussions with other users moderated by industry experts on topics relevant to our priorities including [Topic A, Topic B, Topic C].

Other staff members in our organisation will also be able to benefit as I will liaise with the team after the conference to relay recommendations and action items, and circulate a detailed an actionable report.

Please accept this proposal to register as I’m confident in the significant return we will receive for this small investment.

Thank you for your consideration.

Click here to read the CX Marketing Report

Now in its 3rd year and back this year as an exciting Virtual event, discover how the marketing function is playing an increasingly important role in CX The Virtual CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights, which leads to tailored, personalised offerings that attract and retain a loyal customer base.

Every interaction that a customer has with a company, be it online or offline, changes their impression of the brand. For this reason, there has never been a more important time for the marketing function to ensure a great CX through each touchpoint of creating awareness, driving conversions, and keeping existing customers happy.

The day will provide a survival guide for CX as we discuss topics such as how we can use service design to break down business silos, how we can build a better CX using an inside-out model, the new technologies that can transform engagement, how to master digital advertising in the machine age, how we need to stop thinking channels and start thinking journeys, the use of VOC in marketing, and what the era of omnipresent experience means for you.

The organisations sharing their stories at the Summit are seeing a more seamless CX being created as a result and, by joining them, you’ll be able to reap the same rewards. Make sure you don’t miss out on the Virtual CX Marketing Summit.

EngageCxMarketing.com @EbmCxMarketing #EngageSummits

"I can’t commend you enough on the quality of speakers. Excellent as ever! The day was really insightful and changed the way I think about CX" Marketing Director, Marks and Spencer

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EBM Group Events Virtual Internal Communications Conference

Virtual Customer Engagement Transformation Conference

CX Marketing Virtual Summit 2020

17-18 September 2020

24-25 September 2020

8-9 October 2020

Internal Communication focuses on promoting operative communications among employees within an organisation. It encompasses producing and distributing messages and campaigns on behalf of management, as well as easing any dialogue with those employees who make up the organisation.

With the digital revolution in full swing, it’s imperative that organisations start to consider their customers’ needs in order to meet changing expectations. Customer demands are increasing rapidly, and the technology available to improve customer experience is advancing in front of our eyes.

The Virtual CX Marketing Summit will take you on a journey to CX excellence, as we look at the increasing number of organisations who are combining the efforts of the customer and marketing departments to provide consistent messaging and further enhanced customer understanding and insights.

Employee Engagement Virtual Summit 2020

Engage Awards 2020

Customer Engagement Virtual Summit 2020

4-6 November 2020

Following on from the success of the 2019 Engage Awards programme, which broke records across the board, we are delighted to announce the renaming of our programme for 2020 to the International Engage Awards.

2-4 December 2020

Future of the Contact Centre Conference

Digital Workplace Conference

Employee Wellbeing Conference

12 February 2021

Our Digital Workplace Directors Forum will examine in detail how the needs of our people are changing and how and where we can equip them to cater for this workplace revolution. Failure to do this is not an option.

The Summit is the premier event of its kind in Europe and is back and bigger than ever for 2020, being held virtually from the 4th – 6th November

Contact centres remain well placed to become the beating heart of an organisation’s customer engagement strategy. It is the contact centre that can deliver the customer insight that is needed in a business environment where our customers are in control of how they choose to interact with organisations and where the so called ‘customer journey’ is ever more complex.

01932 506 300 (press 1)

www.ebm.media Live events proudly organised by Engage Business Media Ltd

9 November 2020

11 March 2021

tickets@ebm.media

Our flagship Customer Engagement Summit is back. Delegates will hear from 45+ speakers, and we’ll be covering the latest, hottest topics in the industry.

11 March 2021 The challenges and opportunities relating to the mental, financial and physical health related wellbeing of our people are now firmly at the top of the business agenda, alongside increasing awareness and understanding of the myriad of issues involved.

EngageCxMarketing.com