Transforming Customer Experience Journeys – Session Report

February 02, 2020


In January 2020, members of the Digital Leadership Forum met at Barclays Rise in London to discuss Transforming Customer Experience Journeys.

Representatives from leading organisations including PwC, American Express, BT, Clifford Chance, LV=, EDF Energy, Coutts, Royal London, BDO, and many more discussed how customer journey mapping can increase brand advocacy, loyalty, conversion and revenue.

Key themes explored were employee experience as a success measure, AI and data strategy, CX transformation in finance, and branding and CX.

Attendees heard from PwC’s, Director of Customer & Commercial Excellence Mark Hill on Return on Experience as the new ROI and how improving both customer and employee experience can increase revenue.

We then heard from Steven Habbi, Head of Global Brand Design and Management, HSBC, and Akoni Hub’s CEO & Co-Founder, Felicia Meyerowitz Singh in a fireside chat on ‘Transforming CX in the finance sector’.

Attendees then broke up into discussion groups to discuss their success stories, challenges, and learnings surround customer experience.

We then heard from the ‘AI innovators’: Kristian Keep, VP Engineering, Decibel on ‘data readiness for AI and machine learning’; and Khal Harris, Digital Strategist, EMEA, Tealium on ‘AI to drive forward your data strategy’.

Finally we heard from a panel of experts on ‘how to apply AI and ML to improve customer experience’:

  • Grant Millar, Head of Digital, First Rate Exchange Services
  • Kristian Keep, VP Engineering, Decibel
  • Emma Smith, Consultant, Decibel
  • Khal Harris, Digital Strategist, EMEA, Tealium

Watch the presentations below: