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Power to the people: Humanising digital CX

with: rbs-vmlyr-ted-baker-1


eva_calendar-outline 24 February 2022
eva_clock 09:00-12:30 GMT
eva_location Hijingo, Shoreditch / Hopin, Virtual Event Platform

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Using digital analytics alone just doesn’t cut it anymore. To win the hearts of your customers, your CX needs a sprinkling of the human touch ✨ 

That's why we've asked RBS International, Ted Baker and VMLY&R to share their wisdom on building customer trust, the power of storytelling, and personalisation for the masses.

You know us, we'll be bringing the fun too. Expect plenty of bubbly, a delicious breakfast spread, and maybe a game or two of multi-sensory bingo...

What's going down

09:00 BST
In-person registration and delicious breakfast spread

For those rocking up in-person to Picturehouse Central (London), there'll be plenty of breakfast & coffee to get you raring to go for the day. 

09:30 BST
Welcome by Contentsquare
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Sahana Sekaran, Marketing Director - Europe North, Contentsquare Marketing Director - Europe North cs-frame-2.0-1

There are no long-winded introductions here. Sahana will share how the event will work for both in-person and virtual attendees & run through our (unofficial) house rules before letting our speakers do all the talking. 

09:40 GMT
Bibbidi-bobbidi-boo: Putting the Disney magic into digital experiences
Heather Hearn-Poole Jamie Lee-Riley
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Heather Hearn-Poole
Heather Hearn-Poole Digital Experience Lead RBS_International.svg (1)
Jamie Lee-Riley
Jamie Lee-Riley Digital Experience Lead RBS_International.svg (1)

Creating a magical digital experience that links up platforms, works across devices and feels strategically holistic is obvious right? Well in 2018 it wasn’t for RBS International. A focus on traditional communication channels instead of forward-thinking had made a pumpkin of the bank’s customer experience.


Enter stage right: sometimes Fairy Godmothers, sometimes Digital Experience Leads, Jamie-Lee Riley and Heather Hearn-Poole.


In this presentation, the duo will unpack the ‘magic’ behind the transformation of their digital architecture. From creating a responsive experience across devices to fit like a glass slipper, getting their stakeholders to truly feel ‘so this is love’ and continuing to ‘sprinkle the fairy dust’ by introducing new and iterative media. They’ll reveal how warm and fuzzy, human experiences can be more than a dream [or] a wish your heart makes.

10:00 GMT
Distinctively Digital: Let Your Brand Story Shine With Best Of Breed
Leon Shepheard
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CIO and Digital Strategy Director ted-baker-1

Join Leon Shepherd, CIO of Ted Baker, to walk through the digital transformation journey of an iconic British brand. Leon will be diving into how to choose the right tech stack to represent your product, convey your brand's unique story and deliver exceptional customer experiences that will bring buyers back time and again.

10:20 GMT
Coffee Break ☕️
10:40 GMT
Putting the Person in Personalisation
Karen Boswell
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Karen Boswell Chief Experience Officer, VMLY&R and Chief Transformation Officer, Boots UK at WPP VMLY_R 1

With twenty years of design thinking under her belt, there is one thing that Karen, CXO of VMLY&R, EMEA, is relentlessly passionate about: people, and making sure they come first every single time. 

What use is technology if people do not use it?What good are goods if customers do not purchase them?
What is a business without its employees and customers?

This insightful talk will be packed with tools and case studies that demonstrate how Human Centred Design (HCD) thinking will help put your people front and centre and why this thinking is business-critical. In particular, Karen will explore the power of HCD in organisational change, brand presence and customer experience. 

11:00 GMT
Speaker Huddle
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Have you got a question or challenge that you want to put past our CX-perts? This is your opportunity to take control of the conversation and walk away with the advice that you want to hear. 

11:20 GMT
Virtual Event End
11:20 GMT
Multi-sensory Bingo anyone?
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Incredible video and motion graphics, floor-to-ceiling LED lighting, and a killer soundtrack will have you on the edge of your seat as you are fully immersed in the show. We’re living in the future here; this is bingo with a pulse. Get your game faces ready...

11:45 GMT
Bottomless Bubbles & Networking 🥂
12:30 GMT
In-person Event End (or stay for more drinks!)


It's official –
we've gone hybrid.

You can rock up in-person at Hijingo, Shoreditch (London) for plenty of free food and bottomless fizz.. Or if you're tuning in from the comfort of home, you'll receive a digital voucher to order in your favourite morning treats (pain au chocolat and coffee, anyone? 🥐☕️ ).










How much is attendance?  

Attendance is free for brands only whether attending in-person or virtually, (sorry agencies/students/tech vendors/mum).

Why should I attend?  

We run some of the most fun and useful CX events out there*. We say no to boring presentations, awkward networking, and rubbish food. We say yes to advice-packed 20 min talks, drinks on us so you can mingle with other digital teams, and a breakfast worth getting out of bed for.


*Don’t just take it from us:


No one does better than Contentsquare and it’s offline and digital events. Mind blowing venues, a network community to connect, inspirational speakers, great analytics insights, tips and expert advise, etc.. - Anon


Short and sweet, nuggets of great insight, and amazing speakers! Also the champagne was flowing...” - John Lewis


Great content, unconventional, and a lot of fun. Definitely go!” - TUI


The talks were informational and, crucially, practical - you'll come away understanding common issues and strategies to address them.” - Legal and General

How are you going to run a safe in-person event?   

This event will run inline with the most current UK Government guidelines. The venue will have a one-way system, plenty of hand sanitiser, and a covid-friendly displayed breakfast and lunch.

What do you mean by a hybrid event?  

A hybrid event combines both an in-person and virtual experience, so no matter where you are in the world, you can join the party. Once registered to attend either virtually or in person, you’ll receive a calendar invite with instructions on how to join us.

I registered for a virtual ticket and now I want to go in person. Can I upgrade?  

If you have a virtual ticket and decide you’d like to go in person instead, you can upgrade your ticket to an in-person ticket as long as we have in-person seats available. 

We usually fill up quickly, so please get in touch by contacting hannah.tyler@contentsquare.com to confirm your in-person spot!

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Contentsquare empowers brands to build better digital experiences.

Watch the 60 second demo video below