Welcome to Breakthrough CX: Transforming Media with Customer-Centric Growth Strategies!

Join us for an exciting event where we will explore innovative ways to enhance customer experience. Learn from industry experts and network with like-minded professionals. The event will take place on Wednesday 9 October 2024 at 1:00 PM at WPP Manchester Campus, 1 New Quay St. Don't miss out on this opportunity to gain valuable insights and strategies to drive customer-centric growth in your organisation. See you there!

Agenda:

Arrivals, Lunch & Networking

It’s time to meet familiar faces and new ones. Join for us a spot of scrumptious lunch, refreshments and networking.

Growth beyond media

Paul Cooper, Chief Operating Officer

As the Chief Operating Officer of EssenceMediacom North, Paul Cooper will kick off our Breakthrough Customer Experience event with an emphatic opening keynote. Drawing on his 20+ years of experience in the media industry, Paul will discuss the rapid changes in the media and communications economy. He will highlight the industry's shift beyond traditional media, emphasising the need for innovative strategies across the entire customer journey. Paul will also highlight how these shifts are fundamental in transforming EssenceMediacom North's new proposition, which is designed to address these changes and drive future growth for its clients.

CX mapping transforming growth strategies

Jess Sherratt, Head of UX

Customer experience (CX) is key to driving growth in today's competitive landscape. This talk explores how CX mapping can transform growth strategies by deeply understanding the entire customer journey, from broad overviews to specific touchpoints. By mapping CX at different levels, businesses can uncover hidden opportunities for engagement and innovation, fuelling strategic growth. Attendees will learn how to integrate CX insights into their growth strategies, enabling them to innovate across the customer experience and sustain long-term success.

Using CX to Drive Breakthrough Media Acquisition

Claire Spencer, Client Partner

‘Using CX to Drive Breakthrough Media Acquisition’ will explore how improving customer experience can transform media strategies and drive growth. We'll discuss how working closely with clients and expanding CX capabilities helps make smarter decisions on media spend. Through the example of Hillarys, we'll show how a collaborative team approach can align media with product goals, leading to more effective campaigns and better results.

Accelerate Your Growth: Empowering the Customer Journey

Jamie Evawin, Head of Analytics & Experimentation

Unlock the full potential of your growth strategy with ‘Accelerate Your Growth: Empowering the Customer Journey’. This talk will explore how to maximise the value of your media spend while optimising every stage of the customer journey—from acquisition to retention. We’ll delve into the power of Customer Data Platforms (CDPs) for actionable insights, and how A/B testing can refine your approach for better results. You’ll also learn effective launch strategies to ensure successful rollouts. Whether you're aiming to boost your current efforts or planning your next big move, this session will equip you with practical tools and strategies to drive impactful, sustainable growth.

A Glimpse of the Future: AI and CX

Louis Georgiou, Chief Creative and Technology Officer

In contrast to the active strategies previously covered, this forward-looking session will explore the potential future implications that generative AI will have on Customer Experience. As the integration of AI becomes commonplace in existing technology, such as websites, apps, and other digital experiences, the collective advancements in AI, data, and content will have profound effects on digital personalisation. From personalised image suggestions to endless possibilities for information architecture, sitemaps, and layout templates, this session will highlight how these innovations are set to revolutionise customer engagement and satisfaction.

Q&A Panel with - Paul Cooper, Jess Sherratt, Claire Spencer, Jamie Evawin and Louis Georgiou.

Join us as we round up our event with an engaging Q&A session featuring all of our keynote speakers. This interactive panel will provide a unique opportunity to delve deeper into the insights shared during the Breakthrough CX event. Attendees can pose questions to our speakers, and gain valuable insights on transforming customer experience, media strategies, and growth optimisation.