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Delivering the ultimate customer journey
In an environment of constant change, increased noise and new technologies, it can be hard to know where to focus your digital efforts.
This year’s Digital Summit will look at the key steps required to align your digital activity with your target audience. Starting with an update on the latest insights, we’ll then help develop your strategy and plans, before moving on to discuss the latest tactical tools and techniques to implement them. Finally, we’ll finish with an inspiring look into the future and explore what this might mean for you and your organisation.
Each section of the day will provide you with tools and resources to take away and use, including case studies, exclusive podcasts and a step by step measurement framework. You’ll leave inspired, educated and with a practical set of tools to start implementing your new knowledge straight away.
|08:00||Registration, coffee and networking|
|09:15||Welcome and opening comments|
|09:20||State of the Nation: Gimmicks vs Reality||Daniel Rowles | Target Internet Where to focus your digital efforts to create the ultimate customer journey.|
|Chapter one: Understanding the customer|
|09:50||Engaging customers by resonating and being relevant||
Elizabeth Knights-Ward | Hootsuite
The best social monitoring tools and how they can help your organisation to understand customer behaviours, keep consumers engaged and stay relevant.
|10:20||Who owns the customer journey?||Gemma Butler | CIMAn overview of our recent research which looks at the role marketing plays in delivering customer journeys, when the importance of each stage is more significant than ever.|
|10:50||Interactive Q&A and discussion with speakers|
|11:10||Coffee break and networking|
|Chapter two: Developing the strategy|
|11:45||Measuring the least wrong thing||Ciaran Rogers | Digital Marketing PodcastThe best Key Performance Indicators to measure the performance of your digital activity.|
|12:15||You, your customer and GDPR||Alexandra Leonidou | Foot AnsteyHow GDPR will affect customer data and the potential impact this will have on your customer journeys.|
|12:45||Interactive Q&A and discussion with speakers|
|13:00||Buffet lunch and networking|
|Chapter three: Delivering the experience|
|14:00||Using technology to improve user experiences||Stephanie Jarzemsky | Google El Kanagavel | iProspect How technology and ‘machine learning’ increases personalisation, leading to better customer journeys.|
|14:30||Creating meaningful connections||Vicki Davis | Universal Pictures Home EntertainmentHow to deliver a truly continuous and seamless experience for your customers, which provides value and keeps them engaged.|
|Chapter four: The Future|
|15:00||Now vs the future||Tracey Follows | Futuremade What future technological developments might mean for you, your organisation and your customer journeys.|
|15:30||Interactive Q&A and discussion with speakers|
|16:20||Drinks reception, canapés and networking|
CIM Member: £350 + VAT (£420)
Non-Member: £400 + VAT (£480)
Places are limited, so book your tickets now to avoid disappointment.
We’re able to offer a discount for group bookings of three or more.
Call to find out more: +44 (0)1628 427340.
Tracey is an award-winning futurist and runs her own futures consultancy, Futuremade. She works with clients such as Virgin, Diageo and Google and her work focuses on strategies for future growth. Recent work includes the future of marketing, the future of work and the future of AI and diversity.
In 2016 she was the recipient of the Women in Marketing Special Award for Outstanding Contribution to Marketing and in 2017 Ad Age named her a Woman to Watch (Europe), an honour given to ground-breakers, innovators and creative thinkers.
Tracey worked in marketing and innovation for over 20 years with technology, telco, service and retail brands such as: O2, BT, T-Mobile, John Lewis, EasyJet, Innocent and Telefonica. She left advertising to retrain in Strategic Foresight at The University of Houston later joining The Future Laboratory as Chief Strategy & Innovation Officer.
She is currently a member of the Association of Professional Futurists, the World Futures Studies Federation and a Fellow of the RSA. She also sits on the ASA Council.
Tracey Follows @traceyfutures
As a Sales Lead for the Google Analytics 360 Suite, Stephanie works to bring integrated marketing and analytics measurement solutions to Google's largest advertisers and publishers. Stephanie has worked on Analytics and DoubleClick platforms at Google for over 6 years, in Chicago, New York and London.
EMEA Content & Social Marketing Manager, Hootsuite
Elizabeth heads up Content & Social Marketing at Hootsuite Inc. Working across UK, Spain, Italy, France & Germany, she leads a team in scaling effective content & social marketing campaigns.
Having previously built the Audience Development department at WPP owned content marketing agencies, Group SJR & Colloquial, and held both B2B and B2C Marketing roles at Google, she brings a wealth of experience in Social Media Marketing, Content Marketing, Creative Campaigning, and Community Management.
She has previously built up her own audience online of nearly 3 million followers through her musical and poetical endeavors via YouTube, Google+, Twitter, Tumblr, Facebook and Instagram.
El is the Head of Analytics at iProspect Manchester working with leading brands across a variety of sectors, including Finance, Travel, Fashion, Retail, Health and Fitness, and Technology.
He has worked in Digital for 7 years, including 3 years at Google, supporting businesses with their online performance and providing actionable, data-driven insights.
Alexandra Leonidou is a specialist in privacy and data protection, advertising, digital media and technology at Foot Anstey, one of the UK's fastest growing law firms. Alex acts for a range of clients across industry sectors including national media, major banking groups and large retailers, advising on the development and implementation of data strategy as well providing 'BAU' data related legal advice.
Alex has been recognised for her strategic, commercial and action-orientated approach and is a regular spokesperson on data protection issues including in The Times and has delivered webinars on the GDPR and data issues to over 200 major corporates.
Daniel has been working in Digital Marketing for the past 19 years, with extensive experience working both client side and within the agency environment. He is a Course Director for the CIM, an award winning author and a lecturer at Imperial College and Cranfield School of Management.
Daniel has helped organisations of all types to use digital marketing effectively, working with a wide range of businesses, from startups through to global clients like the BBC, Sony, Tesco, Oracle, Mercedes, L’Oreal and Warner Bros.
He is the voice of the Digital Marketing Podcast, a worldwide top-ten business podcast in iTunes, CEO of TargetInternet.com and an award winning author for publisher Kogan Page (Mobile Marketing 2013, Digital Branding 2014, Building Digital Culture 2017).
Digital Marketing Podcast
Ciaran Rogers is an experienced digital strategist with over 19 years experience, he has worked for and trained a large number of international brands including FatFace, Liz Earle, Elemis and the UK Sailing Academy, and was a lead lecturer for Middlesex University on their Digital Marketing MA programme.
Ciaran is the host of the Digital Marketing Podcast and combines the skills of being an expert practitioner with being an experienced teacher and public speaker
Universal Pictures Home Entertainment
Vicki is Head of Customer Experience at Universal Pictures Home Entertainment, working with an innovative and inspiring team, whose commitment to entertaining the consumer is second to none, within a business that encourages creativity, teamwork and a pioneering spirit. With new releases every week and franchises including Despicable Me, The Fast & The Furious, Star Trek, Transformers and Jurassic World, bringing these properties to life in the retail environment (both instore and online) is both challenging and hugely exciting. Before working at Universal, Vicki held various Film and Music marketing roles at Paramount Pictures, 20th Century Fox and Virgin Megastores.
The BP Lecture Theatre
The British Museum
Great Russell St
The British Museum
Great Russell St