18TH - 19TH MAY


We are extending Customer Experience into the wider Business Performance domain in 2017. This is going to have massive implications on our business. Press Releases and Major Announcements will come shortly.

The 2016 customer experience shake-up comes to London

New ideas and thinking you cannot afford to miss.


The opportunities for Customer Experience are simply massive. 

If you do it right you will transform your organisation’s P&L, differentiation stance and brand value more than anything else on the C suite agenda today.
So why are most companies realising just 20% of true potential?

Why are we doing it really badly?

  • More than 80% of CEM programmes are judged to underperform. These are survey figures. Actually given the lack of awareness of real potential the figure is almost certainly closer to 95%. This represents a massive opportunity!
  • The real impact of CEM on P&L is also poorly misunderstood. We know those companies that are making incredible strides but those guys are the leading innovators. We can’t possibly use CEM to innovate to market leading position? Can we? Of course we can. The ultimate judge and impact of successful innovation is customer experience.  
  • Only 5% of companies are judged to offer great customer experience.  Again, almost certainly an over inflated figure because we are evaluating against what’s out there rather than true potential.

What can UK and European companies do differently? This is actually great news as the opportunity is massive BUT and its a big BUT – If you are happy to follow the best practice masses you will miss out.

The conference will focus on these issues and examine what we can do differently:

  • Why is best practice the domain of the journeyman? Why is next practice so critical to what we do?
  • What is the state of the market? What can we do differently in 2016 to produce revolutionary results?
  • Why are today’s traditional thinking and techniques lacking? What can we do NOW to make that all different impact?
  • How can Customer Experience and disruptive innovation be brought together to create opportunity that can change your business landscape forever?

We will also look at some of the soft skills issues that slow down or prevent change progress: 

  • One of the top 4 reasons why CEM driven change underperforms is a lack of senior management support.  How to get buy in when the jury may still be out at the c-suite table
  • Also in the top 4 is a lack of employee engagement. This is an endemic problem in most of our companies with only just over 30% of our workforce engaged.  How do we work with – and change – mindsets and culture, in large, complex, diverse organisations
Technology is evolving very fast but this is bringing it own diverse set of opportunities and problems:

  • How do you balance the drive to self-service with the customer’s demand for human and personal service?
  • How can you to make change happen without overwhelming the cost base of the organisation or creating a legacy of systems that will become quickly redundant but delivery time and cost makes it non-economic to replace?
  • How to make technology human? Should we care in 2016 or is this something to keep an eye on?

Where and when

Customer Experience World London will take place at the Renaissance Hotel, Heathrow.

With 4-star service and a prime airport location, the Renaissance London Heathrow Hotel provides a stylish destination for business guests. You'll be delighted with our spacious accommodation, which has been newly refurbished, as well as our thoughtful amenities. Located on the perimeter of Heathrow Airport, with spectacular views of the main runway, our hotel is also just a short distance from central London on the Heathrow Express. 

Soundproof hotel rooms offer helpful perks like free Wi-Fi and 24-hour room service; upgrade to our Executive Level rooms and suites for additional 4-star benefits. Sample flavorful cuisine at Market Garden, our on-site restaurant, or enjoy a cup of coffee at Starbucks®. Those planning a meeting here in London will appreciate our well-appointed venues, as well as our close proximity to the airport; after your event is over, pay a visit to our fully-equipped health club. We look forward to welcoming you to the Renaissance London Heathrow Hotel.

Our customer experience speakers

Our speakers represent many of the world's leading organisations in the customer experience space. Each speaker brings their own expertise in customer experience, from the senior leadership who get behind the vision and cultural change required to the directors and managers who design and implement the customer experience strategy on a daily basis. Our speakers will take you behind the scenes to see the challenges they have overcome to become leaders in customer experience.

See speakers here

Event Format

The format of the two-day event will comprise:

  • Keynotes and interviews that will directly challenge accepted practices and ideas about what we can do differently.
  • Experts from all over the world will guide you with ideas on how to address some of the more important issues
  • We will offer 2 longer ½ day workshops during the event – the first looking at the strategic challenges of CEM and ideas to accelerate progress in 2016 with the second looking at how tools and techniques are changing and the opportunities this now gives the 2016 expert change practitioner
  • Optional round-table sessions over the lunch break run by major vendors. The vendors are specifically tasked with introducing new and innovative ideas and facilitating practical how-to sessions
  • On-stage ‘Fight Club’ debates on the burning issues in customer experience. These will be lively, high-energy debates, with audience voting and promise to be challenging, controversial and fun.

Delegate Profile

Over 50% are CX decision makers, with another third having strong influence on purchase decisions. Typical job roles include: ‘C’ suite, VP, Senior Directors and Managers responsible for Strategy, CS, CX, Operations and Marketing. The other 50% are people looking to increase their expertise either in relation to their specific function or as part of their of wider career development.

See more info on who should attend here

Event Endorser

We are delighted to announce that the Customer Experience Professionals Association (CXPA) will be supporting CEW London, the Premier event for Customer Experience Professionals for UK and Europe.

The Customer Experience Professionals Association (CXPA) is a global non-profit organisation dedicated to the advancement of customer experience management practices. Our members are individuals who develop, manage, optimise, and envision how organisations interact with their customers.

This community includes customer experience practitioners within companies, vendors who support customer experience efforts, and other stakeholders in the industry. The CXPA supports the professional development of its members and advances the field by providing research and education, developing standards, offering networking opportunities, promoting the industry, and creating a better understanding of the discipline of customer experience.

See more information about CXPA here