Customer Experience Exchange Europe

11 - 13 November, 2013

Grand Hotel Huis ter Duin, Noordwijk aan Zee, The Netherlands

Thanks to all the speakers, delegates and solution providers of the Customer Experience Exchange, Europe who helped make the event a great success! We are looking forward to the next edition. To request your delegate invitation or to attend as a solution provider email: or call: +44 (0)20 7368 9484

The 2014 Website is Coming Soon!

Developing the Right Customer Experience Strategy Today to Drive Future Business Growth

There’s no denying that in today’s connected world the customer is king - yet whilst many organisations are adopting this mantra, siloes and fragmented roles mean that in practice, few are behaving in a customer-centric manner. Increasing costs and the need to streamline can also adversely affect customer and employee experiences.

So how do you safeguard the future of your organisation and ensure that your customer experience initiatives are resulting in customer acquisition, increased loyalty and profitability? 
The 2013 Customer Experience Exchange directly addresses these issues in a unique format. Combining in-depth, real-life case studies, strategic interactive discussions, expert panellists and cutting edge research, this two and a half day Exchange goes beyond generic recommendations and instead will address the most pertinent questions facing attendees.

Join us in November and have the unique opportunity to be a part of this exclusive invitation-only event.

Featured Downloads


  • Guide to Customer Management & Marketing InvestmentsGuide to Customer Management & Marketing Investments
    Over the past year, the CM Exchange Network has brought together hundreds of marketing, customer experience and customer service decision makers to delve into their greatest challenges and identify their biggest investment priorities. We have researched with and surveyed this diverse network of leaders – covering different industries and geographical regions - and have compiled this guide, to give you unrivalled insight into the needs and priorities of customer and marketing decision makers. We hope that you find this both informative and useful when considering your strategies in 2014.
  • eBook: Driving Business GrowtheBook: Driving Business Growth
    Recent research carried out with Google, First Direct, Cisco and Philips show four key areas where customer experience executives need help:
    - Developing a customer experience strategy that sticks
    - Ensuring organisations become more customer centric
    - Staying ahead of competitors
    - Better understanding customers
    The results have been collated in the eBook: Driving Business Growth and are now available to download, so grab your copy here.
  • Understanding Customer Experience LeadersUnderstanding Customer Experience Leaders' Top 10 Investment Priorities for 2014 and Beyond
    Ahead of the Customer Experience Exchange, we surveyed our elite group of customer experience leaders attending the event to understand their biggest customer experience business challenges and which tools and solutions they plan to invest in over the next 12 - 18 months to safeguard the future of their organisations, and to ensure their customer experience initiatives are resulting in increased customer acquisition, loyalty and profit.


  • LexisNexis Interview: Driving New Product Development & Innovations Through Customer Insight LexisNexis Interview: Driving New Product Development & Innovations Through Customer Insight
    During this exclusive interview, Steve Mann, CMO of LexisNexis talks about their use of the Customer Discovery & Innovation Group to turn customer insight into new products, as well co-creating marketing campaigns with their clients to drive even more value.

    Find out how Steve’s role as CMO has evolved to incorporate customer experience across all digital channels, and why they are driving rich levels of engagement with their clients. Plus, hear what Steve believes the technology market needs to do in order to help him drive more RIO from his mobile investments.



  • Why your people need to feel as valued as your customers: Interview with Mark MullenWhy your people need to feel as valued as your customers: Interview with Mark Mullen
    Many customer experience leaders talk about people being your most valuable asset. There are however few companies who embrace this as much as First Direct, who embrace their people as part of their core business, and
    competitive strategy.

    During this interview First Direct’s CEO, Mark Mullen, talks about why your people need to feel as valued as your customers, especially in the service industry, where he says that all jobs are monotonous to a certain extent, and so you need to be imaginative to keep your teams engaged.
  • Restructuring your business to benefit the customerRestructuring your business to benefit the customer

    Chris Aubrey, Vice President, Global Retail Marketing at Adidas shares the story of how they gained 10% market share from key competitor Nike by creating a unique in store experience. This is illustrated by the Virtual Football Wall, which brings the best of online to the offline wall.

  • Find out how you can use the masses of data you now have about connected consumers in your favour: A presentation by GoogleFind out how you can use the masses of data you now have about connected consumers in your favour: A presentation by Google's Rick Jones

    Google works with nearly all UK retailers in some capacity, to help them strategize and understand the future of retail. Prior to joining Google, Rick worked at John Lewis, was the Head of Multi Channel Retailing at Sony and created the National Lottery website. As such he has a broad knowledge in the retail market and was the ideal person to present on what the future of retail holds, and how you can adopt some of the strategies of leading brands to stay ahead of the competition.

    Watch this fascinating presentation to find out how you can use the masses of data you now have about connected consumers in your favour.

Media Partners
Official Research Partner
Media Partners
Loyalty Magazine
Customer Management IQ

The Expert Speaker Panel for 2013 Includes:

John Lewis
Sarah Venning
Head of IT Relationships
John Lewis
Forrester Research
Jonathan Browne
Senior Analyst, Serving Customer Experience Professionals
Forrester Research
Rick Jones
Industry Head of Retail
American Express
Nathalie Oestmann
VP Head of Global Commercial Product Marketing
American Express
Philips Consumer Lifestyle
Vijay Solanki
Senior Director, Global Digital Innovation
Philips Consumer Lifestyle
Craig Hepburn
Global Director, Digital & Social Media
Linda Sessa
Group Head of Customer and User Experience
Billy Butler
Director Global Customer Quality
Oke Eleazu
Strategic Advisor, Customer Experience

What is Customer Experience?

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