The Future of Customer Experience

What: The Future of Customer Experience – why real-time conversations lead to true advocacy

When: 18th October 2011

Where: Institute of Directors (IOD), London


Rapide – the Moments of Truth Company – will host an event at the IOD in London on 18th October, focusing around the future of customer experience and the positive impact engaging directly with consumers can have on business profitability.

The Future of Customer Experience is designed to assist businesses in understanding the unique opportunity that real-time conversations hold for retaining and developing customer relationships.

The half day event will bring together some of the UK’s most prominent thought-leaders on the subject of customer experience, and will share insights from the world of mobile marketing and leading business & market research company Forrester Research Inc. Senior Executives from companies who have already successfully implemented real-time customer conversations in to their organisations will also share their experience.

Key speakers at the event include:

–          Paul Berney, Chief Marketing Officer and Managing Director EMEA of the Mobile Marketing Association

–          Jonathan Browne, Customer Experience Expert and Senior Analyst at Forrester Research Inc.

–          Sam Ellis, Head of Customer Experience & Loyalty at Atos – In charge of delivering IT service quality excellence to customers including The Ministry of Justice, NHS Scotland, and the Olympic Delivery Authority

Jonathan Browne, Senior Analyst serving Customer Experience Professionals at Forrester Research Inc and a guest speaker on the day said that:

“Even as recessionary pressures recede, customer experience directors should continue to focus on foundational projects that improve usability and business results. At the same time, they should broaden their project portfolio to include more forward-looking projects. However, companies should still determine their success or failure by measuring business performance with traditional metrics like improved customer satisfaction, increased revenues, and decreased cost — rather than the coolness of the solution.”

Paul Berney, Chief Marketing Officer and Managing Director EMEA at the Mobile Marketing Association commented:

“In an age where consumers are time poor and option rich they are increasingly demanding contextually relevant engagement with brands and organisations, a critical element of that is listening and responding to customers in real-time. Mobile provides a unique opportunity to engage consumers in this way – companies ignore this vital platform at their peril.”

The Future of Customer Experience is open to directors and senior level professionals who are responsible for customer experience within their organisations, be that from the perspective of customer satisfaction and retention or those who are looking for opportunities to up-sell and develop existing relationships. The event will outline how brands can use all channels, both old and new to listen to, learn from, and respond to the voice of their customers.

For more information or to register to attend this event

please contact Jen Morris on 02476 011 911 or email


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