Peter Mann

Vice President of Sales, EMEA


Louise Fowler

Former Director of Brand and Customer Experience

Co-operative Bank

Martin Dowson

Director (CX Strategy)


David Heneghan


CX Index

Phil Dix

Manager, Customer Operations

Honda Europe

Lily Emery

Director, Co-Founder

Matter Technology Ltd

Gary Barnett

Principal Analyst Software - Enterprise Solutions


Gerry Brown

Senior Analyst Consumer IT & Integrated Media


Jeremy Cox

Principal Analyst - CRM


Maxine Holt

Practice Leader, Software - IT


Valerie Howe

Head of Customer Experience and Retention

Pitney Bowes

Caroline Morris

Operations Director - B2B


Adapting Your Organization Through Customer-Driven Transformation

Latest news: take a look at our agenda at a glance.

Rising customer expectations and customer power brought about by social and mobile technologies have made it more challenging for organizations to remain relevant to their customers. This drives the need for a deeper and broader enterprise-wide perspective of the customer, not just the customer-facing parts of the organization. 

This forum seeks to answer these questions: 

  • “How can our organization adapt and remain relevant to our customers or citizens we wish to serve in the era of permanent and accelerating disruption?”
  • “How can we adapt as fast as the world is changing around us?”
  • “How can we offset commoditization and deliver a more profitable business?”
  • “How can we engage our citizens and make our services more relevant?”
  • “How can we turn customers into advocates?”

Ovum believes, the answer is through Customer-Driven Transformation.

In this forum we will examine some of the critical capabilities organizations must embrace if they are to meet this challenge:

  • Creating a ‘customer culture’ and the challenge for CEOs and the leadership team
  • Marketing in the era of rapid evolution: new technology, roles and approaches
  • Creating and harvesting customer contextual insights
  • Creating continuous value through adaptive innovation management
  • Building the seamless omni-channel customer experience
  • Collaboration inside the enterprise and throughout the supply chain
  • Turning Big Data into real-time, actionable insight
  • Developing an enterprise architecture that allows for rapid customer-driven transformation


  • The changing roles of the CEO and leadership team in creating the conditions for customer- driven transformation
  • How marketing has to evolve in order to meet the transformational challenge in partnership with IT and other line of business stakeholders
  • Hear case studies of how leading organizations are successfully harvesting both operational intelligence and customer insights to sense and respond to rapid change and gain advantage
  • Hear how leading organizations are embracing highly collaborative, engaging and disciplined techniques to create game-changing breakthroughs in the value customers and citizens receive
  • How to embed the Voice of the Customer in the enterprise to keep the organization on the right customer-driven trajectory
  • Find out how disruptive technologies are being harnessed by leading organizations to enable the customer driven transformation
  • How to use an architectural approach to support customer-driven transformation

During the event you can tap into Ovum’s expertise through one-to-one  consultations with our analysts at the Analyst Clinic.

Here, in 30  minute meetings, you will be able to discuss the challenges  facing your  organization and get personalized advice on how the latest  trends in  business technology will affect your business and your  industry sector.  Ovum’s global IT and Telecoms analyst team and experts  in their  respective fields, are available to meet with you. We  encourage you to  take advantage of this experience by securing a  one-to-one meeting in  advance to be sure of availability, or on the  day.

  • Learn all about how to adopt your organisation through Customer-Driven Transformation – one of the hottest trends in ICT at our 3rd Annual Event
  • Access in-depth business intelligence from Ovum’s expert analysts. 4 of our most senior and specialised Customer Experience analysts will present and host discussions, and you can also book a session with them in the analyst clinic
    • Maxine Holt, Practice Leader, Software – IT, Ovum
    • Jeremy Cox,  Principal Analyst CRM, Ovum
    • Gerry Brown, Senior Analyst, Connected Customer & Marketing Technology, Ovum
    • Gary Barnett, Principal Analyst Ovum
  • Get business-critical insight into rising customer expectations, how this effects the entire organization and gain practical, actionable insights to take back to the office
  • With 25+ speakers in one 2 streamed information-packed day, be inspired by the thought leaders in Customer Experience from leading brands such as Marks & Spencer, Sainsburys,, Honda, Virgin Media, Standard Life, Thames Water, Volkswagen, HSBC, Pizza Express
    • Network amongst peers and industry visionaries. We will help you arrange unlimited pre-scheduled one-to-one business meetings either via our speed networking sessions or our networking app, maximizing your chance of doing real business at the event
    • All of the above is free to IT decision-makers
  • Meet leading suppliers and source practical “how to” advice in our exhibition

Thanks too for organising an excellent event. It was informative, at times entertaining and definitely well organized

IS, Commercial Advantage Ltd

A thought provoking and informative event covering a broad range of relevant topics.

EA, Atkins Management Consultants

Very good coverage of key areas of interest. Thought provoking. Very informative event.


An excellent overview of key topics and industry trends – a day very well spent.

NA, Wellcome Trust

Speaking Enquiries

Laura Tytherleigh Tel: +44 (0)20 7017 6472

Sponsorship & Exhibition Enquiries

George Shaw Tel: +44 (0)20 3377 3191

Marketing Enquiries

Andrew Cleary Tel: +44 (0) 20 7017 6348

Event Enquiries

Lizzy Eaton Tel: +44 (0)20 7017 4629