CX leaders from Lloyds, Jaguar Land Rover, Unilever and more converge in Manchester for inaugural Customer Experience Conference
After a decade of sold-out London events, the Customer Experience Conference makes its northern debut at the Pendulum Hotel Manchester on 11 November 2025. Organised by Global Insight Conferences, this one-day event provides senior CX professionals with actionable strategies to improve customer journeys, boost loyalty, and deliver measurable business impact. Northern delegates can now access the same high-impact learning that has made the London edition a must-attend.
Why Attend? Few areas impact retention, satisfaction, and revenue as directly as customer experience. Organisations that combine data-driven personalisation, streamlined processes, and a culture of empathy see tangible results. This is your chance to learn directly from leaders shaping CX at the world’s most influential cross-sector brands.
“Full of content, good speakers, and useful insights.”
— Midland Heart Delegate, 2024
Opening Sessions: Setting the Stage
Co-chairs Matt Lovell, Head of Customer Experience at JD Sports, and Isobel Crosse, CX Director at Santander, kick off the day, exploring how to move beyond pilot programmes and deliver measurable outcomes. Their sessions focus on reducing wait times, improving resolution rates, and freeing teams for higher-value human interactions. Panels also provide clear guidance on which AI and CX tools produce tangible ROI, helping delegates prioritise efforts where they matter most.
“A great diversity of industries and views.”
— Fujitsu Delegate, 2024
From Insight to Implementation
Interactive panels and practical case studies illustrate CX strategies in action. Radharaman Jha, Flaconi’s VP of Customer Experience, demonstrates embedding feedback across the lifecycle to drive loyalty, while Sinéad Croke (Halfords) and Shankar Vasudevan (London Stock Exchange Group) explain how closed-loop systems reveal pain points and guide measurable decisions.
By combining real-world examples with practical guidance, attendees understand not just what works—but why it works—and can translate those lessons directly into their own organisations.
“Excellent speakers, worthwhile networking, and good debate.”
— AB Agri Delegate, 2024
Personalisation with Purpose
The agenda balances hyper-personalisation with human empathy, reflecting exactly the sessions outlined. Nationwide’s Head of Customer Insights, Mark Brayton, and Amante Capital’s CX Strategy Director, Scott Brown, explore aligning data-driven personalisation with genuine human insight. Nic Hartley, Customer Experience Lead at Motorway, demonstrates practical approaches for combining AI efficiency with human touch to create experiences that resonate emotionally and drive loyalty.
“Insightful, good take-outs and a friendly atmosphere with open networking made the day memorable.”
— Paddy Power Delegate, 2024
Operationalising CX
Afternoon discussions examine internal alignment and embedding CX across teams. Roseanne Baxter, VP of Customer Strategy at OVO, and Dave Morrissey, former Head of CX at TikTok & Meta, provide practical frameworks for breaking down silos and connecting departments around a customer-first agenda.
The “Exceeding Expectations” panel features senior leaders from Lloyds Banking Group, Virgin Red, Unilever, and Liberty London, focusing on how to meet evolving customer demands without compromising brand quality. Asiya Zaidi, Director of Customer Experience at Jaguar Land Rover, explains how trust-building touchpoints influence retention, while Nationwide and Nestle Europe experts showcase dashboards and KPIs that quantify CX initiatives’ impact.
For a complete breakdown of all sessions and speakers – view the full agenda here.
Interactive Learning and Northern Networking
Manchester introduces new interactive elements to maximise learning and connections:
- Three Expert Q&A Panels: Delegates probe organisational challenges directly with leading CX professionals.
- ‘Ideas into Action’ Reflection Session: Structured time to consolidate insights and translate them into actionable steps for the workplace.
- Dedicated Speed Networking Zones: Build meaningful connections across retail, finance, technology, and consumer goods.
With more than 25 speakers representing top brands, the conference delivers strategic thinking, thought leadership, and practical examples—all in a single day. Delegates leave with actionable tools, fresh insights, and a clearer understanding of which CX strategies genuinely drive measurable results.
Call Centre Helper magazine readers can claim a £225 discount on their conference pass using the code: CCH225
For more details and the full programme, visit the conference website.
Author: Jo Robinson
Reviewed by: Megan Jones
Published On: 17th Oct 2025
Read more about - Industry News
