The CX & Service Summit

08:30 - 12:45 BST
UK
11.9.2024
Leaders' Workshop

Fora, 180 Borough High Street, London SE1 1LB

London

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The CX & Service Summit

London

Leaders' Workshop

September 11, 2024

Summary

Bring Customer experience to the next level

The world of CX and CS is about to change dramatically. From social selling through conversational commerce and into AI service offerings, the “experience” in digital is on the move yet again.

Commentators, merchants and tech firms seem to agree that AI will transform customer service next - helping more tickets close well, and improving the overall experience for customers. Across every single interaction, both digital and physical.

But let’s not forget how Europe’s consumer engages with platforms like WhatsApp, twitter (now X) and others. How should your business be integrating and resourcing these channels?

Let’s take the opportunity for a deep dive into the problems brands and retailers have today with customers, tech and satisfaction in general - and the potential areas for improvement.

In a new format for Commerce Futures we will be bringing the new (and established) vendors into the event, specifically so that we can all understand their offerings, their AI and (of course) the new value propositions.

PastriesDelegates networkingDelegates networkingAudience at a Commerce Futures conference.

Over the course of a day we’ll deep dive together into:

- Customer’s frustration - and how to resolve it

- CS AI and the new bot world - how do old and new world interact?

- Diverting v resolving tickets moving forward

- The overall CX impact of a new Service offering - what will have to change?

Two arrows pointing up
To top
Nick Owen

Nick Owen

Chief Technology Officer

OKA
Lauren Hannifan

Lauren Hannifan

Head of Brand

Snug
Leaf wall textureSmiling woman networking at a Commerce Futures eventSmiling woman networking at a Commerce Futures eventPastries in front of delegates
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Nick Owen
Lauren Hannifan
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
08:30
Registration & Networking Breakfast
09:15
Welcome from Commerce Futures
09:25
Ryan Clark, STATSports & Jim Hingston, The Gym Group
Keynote
10:10
Hollie Weatherstone, Muc-Off
Keynote
10:35
Break
10:55
Multi-brand panel – Decathlon, Ellis Brigham, Helen of Troy
Keynote (Main Stage)
Speed dating for delegates
(Breakout Room)
11:50
George Huxford, Apidura
Keynote
12:15
Break
13:15
Rich Philip, Contested
Keynote
13:40
Marc Guisti, Veloforte
Keynote (Main Stage)
David Hanney, Alpkit
(Breakout Room)
14:35
Networking
15:00
Closing Remarks from Commerce Futures
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes
18:30
Arrival & Welcome Drinks
19:15
Guests Sit
19:20
Welcome
Commerce Futures
19:30
Opening Speech
Guest Speaker
20:00
Starters
Topic One - Discussion at individual tables
20:20
Topic One discussed as a collective
20:40
Mains
Topic Two - Discussion at individual tables
21:10
Topic Two discussed as a collective
21:30
Desserts & Networking
23:00
Event Closes

AGENDA

08:30 Arrival & Networking Breakfast
09:00 Welcome from Commerce Futures
09:05 Panel Discussion and Q&A: Diverting vs. Resolving Customer Service Tickets Moving Forward
09:50 Workshop 1: Leveraging Automation to Enhance Customer Service Efficiency

10:35 Networking Break & Refreshments
10:50 Panel Discussion and Q&A: Designing the Customer Experience Journey with Shoppers' Mission in Mind
11:45 Workshop 2: How to Craft Successful Customer Journeys and Experiences

12:20 Final comments & wrap up from Commerce Futures
12:20 Networking Lunch
12:55 Event End

09:00
Registration & Networking Breakfast
09:30
Welcome & Partner Introductions
09:40
Panel Discussion with Q&A
Nick Owen
Lauren Hannifan
10:20
Networking Break
10:40
Workshop at tables
11:00
Group Discussion - Moderated
11:20
Final Comments & Networking
11:30
Event Closes
Nick Owen

Nick Owen

Chief Technology Officer

OKA
Lauren Hannifan

Lauren Hannifan

Head of Brand

Snug

Venue

Fora, 180 Borough High Street, London SE1 1LB

Located in the vibrant Borough area, known for its historical and cultural significance, as well as proximity to Borough Market, this show-stopping venue is designed to empower you, with space to focus, collaborate, recharge and socialise. Perfect for a panel and workshop-led event for retail leaders to learn and forge strong connections.

Find directions →
The CX & Service Summit

Partners

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