The 6th Annual

Customer Focus Summit 2017

23rd May 2017, London W8

Unfortunately The Customer Focus Summit will not be taking place in 2018. If you are interested in this conference please visit our sister event The Digital Content Summit which will focus on multi channel management, connecting brand with customer and measuring engagement.

Post event report

The 2017 event was a great success, with streams that covered topics including consumer behaviour, analytics, technology and organisational transformation. You can download the post-event report for 2017 by clicking here.


Gordon Littley

Managing Director, Customer Experience Pr, Verizon

Gordon Littley leads the specialized sales organization for Verizon’s industry leading applications services group. Charged with growth of a $1B practice, the organization specializes in delivering high-value solutions and specialized sales for Verizon Enterprise customers. Previously, Gordon served as Director of Outsourcing operations. Comprised of 4,000 technical, sales, and service professionals, this $300 million business…

Jamie Sterry

UK Head of Brand, innocent drinks

I believe that marketing is all about creating connections and building relationships. Like most things in life, the more interesting the work, the more people will connect with it, so I always strive to do something that will get noticed. Currently at innocent I look after the brand team in the UK, responsible for connecting…

Dr. Nicola Millard

Head of Customer Insight & Futures, BT

Dr Nicola Millard heads up Customer Insight & Futures in BT Global Services’ Innovation Team.  Despite working for a technology company, Nicola isn’t a technologist and combines psychology with futurology to try and anticipate what might be lying around the corner for both customers and organisations (sadly, her crystal ball is broken). Nicola has worked…

Future-proof your business: customer service strategies for 2020 and beyond

Customer service hasn’t changed radically over the last few years. The technology largely stays the same, and the evolution has very much been driven by changing customer expectations as the next generation of customers expect faster, more personalised service at every touchpoint.

Over the last few years companies have started building service up to be part of their entire brand, something to be practised across the whole company, rather than just the responsibility of one department or call centre.

The Customer Focus Summit is a must-attend event for all senior professionals interested in customer experience, brand management, social media, and service delivery.

The agenda looks at the innovation needed in the industry, particularly around meeting expectations and breaking out of silos to create a more flexible service attitude right across the company before splitting into two distinctive streams:





The technology and organisational transformation stream will look at improvements in technology, changing staff training requirements, and finding a balance between the human service element and technological solutions for customer handling.

Learn from case studies of transformation programmes that have worked – both for staff training and technology – and take a look at what will be required from service staff going forward.


Perfect for: Head of Call/Contact Centres, Head of Service Delivery, Head of Customer Relationship Management, Head of Communications or Head of Client Operations




The consumer behaviour and analytics stream will look at consumer lifecycles, the connection between brand and loyalty, and using data analytics to track engagement and ROI.

Learn how to use data to understand where, when, how and why the consumer interacts with the brand, allowing for better forecasting of interests, a clearer understanding of brand loyalty, and tracking metrics for engagement and ROI.

Perfect for: Chief Marketing Officers, Head of Brand Loyalty/Engagement, Customer Insight Directors, Heads of Brand or Communications Director.

Key takeaways:

Anticipating changing customer expectations

Keeping brand loyalty alive

Developing service strategies to cater to changing consumer lifecycles

Building an effective multi-channel strategy

Designing customer-centricity into the organisation and product from the start

Delivering the right service in the right channel at the right time

Customer Focus Live is the only established international event that brings together the industry’s foremost innovators in Customer Experience. With a global footprint, the mandate of speakers at the CFL is to inspire, engage and challenge the audience to be better in a highly competitive marketplace.

The programme, carefully curated by the team of Business Reporter, highlights organisations that stand-out in their customer-centric approach, yet also features those trying to change perceptions, traditions and strategy to transform their organisation for a new customer-centric era.
In 2017, this summit will be co-located with the Digital Content Summit giving you the opportunity to compare notes with digital marketing experts on how to communicate effectively with your audience, best practices in multi-channel communications, and using data to fully understand what the consumer wants.

Join your cross-industry peers and soak up all the knowledge from 20+ top notch speakers including BT Global Services Innovation Team, Dublin Airport, KPMG Nunwood, LUX Hotels & Resorts, National Grid, Ofcom and Orange.


Tickets are available for £799 for private sector or £599 for public sector.  Register now or for more information call Lace on 020 8349 6458 or email

If you need to receive sign-off from your superiors to attend, we have prepared a justification letter especially for you!

  • Having attended two “Customer Focus Lives”, the variety of speakers, topics and peer to peer discussions are useful to share ideas, learn from others and take time out to identify where next to improve our Customers Experience

    Head of Customer Experience, CollectPlus



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CONTACT (Enquiries) (Sponsorship)

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