Leading with Customer Experience Transformation in the Roaring ‘20s

The ‘20s promises huge growth and change in how we consume services and interact with organisations, and yet the recently published UK Customer Satisfaction Index concludes that overall satisfaction in this country has been “stagnant” over the past decade. It is therefore incumbent upon CX leaders to step up our game, learn the lessons of recent years and set ourselves and our organisations on a path to delivering customer-led transformation. NICE is joined by Richard Owen, former Vice President of Dell Online and founder and CEO of the consultancy Owen CX, who will share new research which crystalises the challenge leaders find in achieving financial performance improvements with CX. He will then share practical steps for re-framing customer experience efforts to ensure they align with business strategy and stay on your leadership’s agenda.

Spend your morning networking over breakfast, and leave armed with:

  • New data points about the management challenge in creating financial impact from CX transformation
  • An understanding of the nature of those challenges; the origins of the problem and the right way to frame CX discussion in the c-suite
  • New approaches developed to specifically address these challenges, with immediate takeaways and application to your business


08:15 – 08:30

Registration with Breakfast

08:30 – 08:45

Welcome and Introductions
Richard Burns VP EMEA, NICE Satmetrix

08:45 – 09:30

The management challenge in creating financial impact from CX transformation
Richard Owen, CEO of Owen CX

09:30 – 10:30

Interview: Practical steps to align CX initiatives to business strategy, followed by Q&As
Richard Owen, Richard Burns

Admission is complimentary; however, seats are limited – act fast by filling out the form to register**

Who should attend?

Anyone responsible for deploying contact centre solutions in their operation including:
Heads of Department
Contact Centre Leaders
Business Change Managers
Transformation Leaders 
Customer Experience Managers
Business Improvement Managers
Digital Managers

Net Promoter Score, Net Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and Company, Inc., and Fred Reichheld.
*Agenda subject to change.
**Registration is complimentary and provided at no cost - Accommodation and travel are not included. NICE reserves the right to cancel your registration if you don't meet the attendee requirements outlined above. Questions about registration? Email [email protected]


Jane Cummins
Head of Strategy & Change, Direct Service, AIB


Jane Cummins
Head of Strategy & Change, Direct Service, AIB

!Reserve your seat

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