Step into the future of human digital experiences
On-demand video content
CX circle is back
Speakers
Mark Adams
VP Innovation
Zoe Allen
CRO & Personalisation
Lead
Falko Mortiboys
VP Fan Experience
Daisy Morris
Founder
Alejandra Salazar
Ecommerce Content Manager
Rob Sleath
Senior Optimisation Manager
Sarah-Jane Morris
Head of Digital Product
Gary Roth
Co-Founder & CEO Upstride, acquired by
Natasha Senior
Senior Digital Manager
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Jennifer North
Head of Digital Experience
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James Watkins
Head of Digital
Alex McLean
Conversion & Optimisation Manager
Niki Hall
CMO
Gio Rita
UX & CRO Manager
Stewart Ehoff
Head of Experimentation
Charlie Turrell
Change Manager - Accessibility
Gareth Ford Williams
Director
Agenda
Start time: 8:30AM
Start time: 9:30AM
Start time: 9:45AM
Customer Experience in 50 years
of digital customer experience:
- 50 years from now: The AI revolution. AI will become ubiquitous, and intelligence will be everywhere and nowhere at the same time, just like electricity is today.
- 5-10 years from now: Say goodbye to the dark ages of customer experience. Gary will give his 5 predictions of entertaining, social, AR- and AI-driven experiences.
- Right here, right now: How to create experiences that experiences that keep customers coming back.
Start time: 10:10AM
Start time: 10:30AM
Moments, Emotions and Community
Sports and music are some of the most vital aspects of our culture, producing moments of emotional resonance, transcendence and community. Based on his experience in both industries, Falko will discuss the importance of generating a holistic understanding of the behavioural, attitudinal and emotional dimensions of fan experience in order to build a solid foundation for strong and lasting relationships.
Start time: 10:50AM
Start time: 11:20AM
Zoe will share how Decathlon UK future-proofs personalisation, putting customer motivations at the forefront.
Start time: 11:40AM
The digital hurricane continues to spin faster and faster! From web 1 & web 2, now as we enter web 3.0 many of us have given up hope of ever trying to retain our sanity as the environment around us and the priorities that come with it shift daily. In this talk Mark will outline 3 things that you need to remember at all times to keep your sanity as web 3 starts to dominate our conversations and our strategies. Tune in to find some meaning in amongst the madness.
Start time: 12:10PM
From implementation and onboarding, to how different teams use the platform and data, our fabulous friends at On the Beach will give you a cheeky look at how Contentsquare helps them understand their customers' (aka sun-seekers) behaviours and bring the fire to their digital experience, every single day. Faye, Kimberly and James will cover:
- Their extensive A/B site testing to optimise performance
- How they use Contentsquare to put the customer first, understand their behaviours and ultimately increase conversion
- The value they’ve seen since joining the CS client community
Start time: 1:30PM
Data and Culture Eat WCAG Compliance for Breakfast
In this session Gareth will talk about how the BBC learned to reject a compliance model of accessibility and opt for one driven by culture and practice, by establishing a programme that set out to:
- Change their approach from designing products and services and then trying to make them WCAG compliant to designing inclusive things.
- Ensure designers no longer disabled people.
- Embed inclusion into the culture of the organisation.
- And to shift accessibility from something that was seen as worthy to worthwhile.
This changed the BBC’s perspective of accessibility from compliance to inclusion, and saw many innovations including the creation of the world's first Accessibility Champions Network, the first inclusive UX design system 'BBC GEL' and accessibility being built into the BBC’s master, channel and genre branding systems.
This session will end with a look at how organisations can use data to measure the positive impact of accessibility and inclusive design programmes on the whole audience.
The Future is Now: Testing & Experimentation
AB Tasty will host a client panel to better understand what their everyday needs look like in terms of CX - what challenges they face in the current climate and how testing and experimentation play a part in improving their customer’s digital experience. Expect first-hand experience, forthright opinion and plenty of practical tips.
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This session will be focused on how Size? are using innovative research techniques to truly walk in the footsteps of their customers. They'll be showing off some of their in-store UX techniques such as glasses with inbuilt eye tracking, which can be used in conjunction with other digital UX methods to form a holistic view of the customer experience.
Fireside chat with Contentsquare
Join Niki and James for an open fireside discussion where they'll be chatting about all things Customer Experience - from the current climate to buying decisions, to how businesses can create more human experiences.
Start time: 2:30PM
Women in Ecommerce Presents: Why Creative Thinking is Key to Building up Confidence
Daisy will uncover the blocks and barriers we face when it comes to finding confidence in our work life and personal life, and how we can use creative thinking to overcome this. We’ll also discuss how to channel creative confidence to speak up in the workplace and in personal lives, and share our voice when it comes to projects, meetings and collaborative environments.
Guessing vs Testing - The importance of experimentation in a Digital World
Join Optimizely and a guest panel to discuss how they use experimentation to optimize their end users experience as well as driving business growth and value. During the session our moderator will be quizzing our guests with some thought provoking questions, leaving time for live audience Q&A.
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Replatforming to future-proof Hobbycraft
An interactive session curated especially for our lovely Contentsquare clients (and any other curious time -travellers). Join Hobbycraft as they talk about their post-replatforming team processes and what Hobbycraft's development cycle looks like. Hear how Contentsquare's insights influence Hobbycraft's sprints and site changes, resulting in a significant increase of platform adoption and customer conversions.
Strictly non-awkward networking with Tomelier
Dip into the world of wines with an open and fun wine-tasting session to give you an excuse to meet the other people in the room.
Start time: 3:30PM
Start time: 3:30PM
Rave reviews
"CX circle was fab! There were so many different topics to learn about, the opportunity to ask questions and network, and even free drinks and lunch. What more could you want?"
"Absolutely no FOMO joining virtually. It felt like I was really physically there - the audio/visuals/everything was so well-streamed. An impressive hybrid conference!"
"The thing that makes Contentsquare events stand out, is that they really know how to bring the fun element and make it not feel like work. Even the brand speakers really know how to make it engaging and real."
"Very well presented virtually, even consideration for food with a free food voucher. Very easy to navigate online which made it more experiential even though it was from home. Would definitely join again!"
"A refreshing and insightful way to get key information on future trends. It was presented in a fun but engaging way, the topic areas were really relevant, and it was great to see how other industries work."
"A great informal but informative event! If anything there are too many speakers and topics to choose from! But all sessions being recorded means you don't have to miss anything. And the regular breaks with food and drinks gives you plenty of time to network and ask more questions."
and our lovely sponsors
