04 - 05 December, 2018 | London, UK

Adam Ginty


Head of Customer Experience
United Bank UK


11:00 AM Panel Discussion: Creating a Customer Centric Culture: Top Down and Bottom Up

  • What are the key considerations when setting a vision and mission for the CX strategy?
  • What are the best ways of communicating the strategy and should it come from the top?
  • What are the benefits of empowering front and back facing staff to take ownership of the customer experience and how can you ensure it is put into practice?
  • How can you promote and reward a customer centric culture?
  • What techniques can you use to ensure the customer is placed at the heart of proposition strategy?
  • How can technology support the CX strategy and enhance customer experience? What types of technology are currently driving the best results?

3:50 PM Digital Feedback and Measurement: Capturing, Storing and Communicating Feedback Internally and Externally

  • How to define the right CX metrics and use them to improve CX planning 
  • Cocreating, designing and implementing a successful CX measurement model
  • Exploring different tools available to capture and analyse customer feedback
  • Reporting: Methods for reporting and sharing key findings that ensures everyone has line of sight to the information


Check out the incredible speaker line-up to see who will be joining Adam.

Download The Latest Agenda