When: Tuesday, October 5
Where: 8 Northumberland | 8 Northumberland Avenue, London WC2N 5BY, United Kingdom
3:00- 3:30 PM – Welcome, Clarabridge
3:30- 4:00 PM – Customer Presentation, Huw Jones, Lloyds Banking Group
4:00- 4:30 PM – Empathy: Skill Building Tips to Nail CX, Adrian Swinscoe
4:30- 5:00 PM – Clarabridge Deep-Dive, Fabrice Martin, Clarabridge
5:00-7:00 PM – Networking Reception, Old Billiard Room and Annex, 8 Northumberland
CX Thought Leader
Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor and aspirant CX Punk. He has been growing and helping develop customer-focused large and small businesses for over 25 years now. His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson and Costa Coffee as well as numerous tech vendors and many smaller and medium sized businesses. Adrian is a frequent writer, podcaster and speaker on all things related to customer service and experience. He published a best selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX.
Lead Product Owner, Digital & Intelligent Products Lab, Lloyds Banking Group
Chief Product Officer, Clarabridge
Fabrice Martin is the Chief Product Officer at Clarabridge. Fabrice brings over 20 years of experience in entrepreneurship, product management, marketing, and enterprise software sales, with specific domain expertise in SaaS/PaaS, data visualization/discovery, business intelligence, and analytics for marketing and contact center operations. Fabrice holds a Computer Engineering degree from ITESM CEM in Mexico and an MBA from Georgetown University.