A Premier Location For A Premier Event
County Hall, Belvedere Road, London SE1 7PB
A premier location on London’s world famous waterfront. County Hall sits a stone's throw away from the London Eye, along London's Southbank. With breath-taking views over the Houses of Parliament, Big Ben and the London Eye, Transform’22 Europe is situated in the County Suite, whilst the two breakout sessions make use of the Thames 1 & 2 rooms, all conveniently located on the 4th floor.
Wednesday 11th May 2022
County Hall, London
Health & Safety Guidelines
We are pleased that England no longer requires face masks to be worn in public spaces and has no requirement to show proof of vaccination or a negative COVID-19 test for conferences or other events. This means that attendees will not be required to wear face coverings or masks while at the Transform’22. Reputation will, of course, comply with any national mandates in effect at the time of the event and we will send out communications if any requirements change.
Because your safety is extremely important to us:
- Face coverings will be available.
- Hand Sanitiser stations will be throughout the venue.
- Throughout the length of the event, we request that you monitor yourself for potential COVID-19 symptoms. If you have any of these symptoms, please refrain from attending the venue.
9:00 am-10:00am: Check-In & Welcome
- Staff will greet you at the reception desk which is located on the left of the lift after you exit on the 4th floor.
- You will be checked in and provided with a lanyard and a welcome pack.
- A cloakroom will be available for you to securely store your personal possessions.
- After storing your belongings, please proceed to the Thames Suite for an energising breakfast.
10:00 am - 10:30 am: Opening Mainstage Presentation
Welcome Message and ‘Future of CX’ from Reputation CEO, Joe Fuca, and Reputation EMEA Managing Director, Anthony Gaskell.
10:30 am - 11:00 am: Roadmap
The Future of Innovation in Reputation Experience Management
- Pranav Desai, Chief Product Officer, Reputation
11:00 am - 11:30 am: Partner Panel
Building the Ideal CX Ecosystem
Gain expert insight into how to build and run a world-class CX programme.
- Jamie Thorpe, Head of Experience Management, Ipsos MORI
- Brent Nixon, Chief Ecosystem Officer at Reputation
- Matthew Patchett, Senior Customer Experience Strategist, Reputation (EMEA)
11:30 am - 12:00 pm: Future of Customer Feedback
Predictions for the Future of Customer Feedback
This session will illustrate ways that Reputation’s feedback management tools and insights can be leveraged by teams across Marketing, HR, CX, Operations and Product.
- Rebecca Biestman, Chief Marketing Officer
- Jason Grier, Chief Operating Officer
12:00 pm - 1:00 pm: Lunch & Networking
- Join us for a satisfying Mezze lunch prepared by County Hall’s chefs
- Network with other CX and marketing professionals
1:00 pm - 3:00 pm: Business Breakouts
Breakouts will be repeated so delegates may attend one or both breakouts in any order they prefer.
A) How To Make Unsolicited Feedback Your Next Big Feedback Source
All feedback matters, whether you’ve asked for it or not. And on social media and your review sites, in particular, there’s a wealth of feedback and data just waiting for you to utilise. Join senior representatives from Beds & Bars, Parkdean Resorts, Sk:n Clinics, and Snows Motor Group to discuss why responding and engaging effectively is key, how you can optimise this insight for SEO benefits, and use it as a key part of your customer acquisition strategy for 2022 and beyond.
- Allen Scott, Snows Motor Group
- Nora Law, Sk:n Clinics,
- Jonathan Montgomery, Parkdean Resorts
Moderator: Richard Davey, Reputation
B) Making Online Customer Sentiment Work For Your Brand
The days of star ratings and NPS being your main KPIs are gone. The reason? There’s so much more insight and information out there in the wild! For this breakout, Reputation will be joined by leadership from Goals Soccer Centres, Mitchells & Butlers, Roadchef, and SSP to look at Insights, and how you can use customer sentiment data online, and your CX data, as your next KPI, and the benefits of this.
- David Blackhurst, Mitchells & Butlers
- Saurabh Suri, SSP
- Amanda Mason, Roadchef
Moderator: Kate Burns, Reputation
3:00 pm - 4:00 pm: RXM Panel - The Future of CX
Driving Actions by Leveraging Feedback Data Across Your Organisation
During this session, delegates will gain insight into how two colossal brands in two different industries approach driving operational improvements through customer feedback.
- Marc Le-Gratiet, Groupe Renault
- Thomas Lenihan, Marston’s Pub Company
- Chris Sparling, Reputation
4:00 pm - 4:45 pm: Special Guest Keynote
4:45 pm - 5:00 pm: Award Presentation
Nominate a colleague, or even yourself, to receive one or more of our brand new awards.
CX Programme Manager of the Year 2022
This award celebrates the best overall customer experience strategy, tactics, and results. We’re looking for the CX Programme Manager that has delivered measurable value through inspiring and flawless execution.
Submit your nomination for CX Programme Manager of the Year 2022 here.
Rising Star 2022
Recognise a CX colleague or a member of your marketing team whose strategic vision and commitment to customer feedback have accelerated digital transformation and enhanced CX at your company.
Submit your Rising Star 2022 nomination here.
5:00 pm - 6:30 pm: Evening Reception
We round off a jam-packed event with the opportunity to socialise and enjoy a few leisurely drinks.
Wednesday 18th May 2022
Virtual Training: Reputation Academy Day (RAD)
Our virtual Reputation Academy Day is an introduction to Customer Experience (CX) and insight into how to maximise your CX program within the Reputation platform. Over the course of the workshop, we will cover various areas of customer feedback collection, analysis, and most importantly – action.
What To Expect
Throughout the virtual Academy Day workshop, you and your team will create a CX plan piece by piece – after each topic is introduced, you’ll then work as a CX team to strategise and make decisions about your mock company’s program. The session includes a workbook with best practices and examples, Reputation sandbox access for hands-on practice, engaging discussions with both your peers and Reputation experts within a dedicated Slack community, and a digital certificate of completion.
08:45 – 09:00: Log in to the Zoom meeting and Slack community (link/instructions to follow)
09:00: Hands-on Workshop via Zoom
10:45: ‘Be a RAD Rockstar’ Breakout Session
11:50: RAD Wrap-up
12:00: End of session
Participating in our RAD program will take your knowledge of the Reputation Platform to the next level, and upon completion of this 3-hour session, you will be able to:
- Build custom dashboards to monitor actionable data and insights from your CX programs.
- Act as the expert in translating feedback data into prescriptive insights that your company can use to learn from and grow.
- Benefit from being connected to other attendees through the new Reputation Rockstars community, and join an exclusive community of your peers for continued learning, idea sharing, and collaboration.
- Validate and advise on the direction and implementation of your company’s CX strategy.
Frequently Asked Questions
Where is the event taking place?
Transform’22 Europe is taking place at etc.Venues, County Hall in the heart of London. The venue address is as follows:
London SE1 7PB
Where do I go once at the venue?
Upon arriving at the venue, you will be directed to the 4th Floor where members of our team will welcome you to the prestigious Thames, County and Westminster suites.
What facilities are available at the venue?
Everything you would expect from a major event and tradeshow venue can be found at County Hall. For more information, please visit the venue’s website.
Will food and drinks be provided?
Yes. Delegates and other participants at Transform’22 will receive an energising breakfast and meze lunch prepared by the venue’s top-class chefs. Refreshments will be provided throughout the day and there will be beverages served during the evening reception.
What if I have specific dietary requirements?
Please tell us about your dietary and other requirements here.
How do I access the venue by public transport?
There are a number of public transport links in close proximity to the venue, including rail, underground rail and bus. Please visit the venue’s website for further information.
I want to stay overnight. Where should I stay?
Please contact the venue directly for recommendations.
Do I need to sign up to any of the speeches/breakouts or just decide on the day?
It is not necessary to sign up for any session in advance – simply decide on the day which ones you would like to attend and in the order that suits you. Breakouts will be repeated so that you won’t miss anything.
What time does the event start/finish?
The event starts at 09:00 BST with the first presentation taking place at 10:00 BST. The last activity of the day (evening reception) ends at 6:30 pm.
Allen Scott is the Group Communications & Marketing Direct at Snows Motor Group, a role he's held for over 6 years. Celebrating their 60th year in 2022, Snows operates 52 franchised dealerships, 5 Approved Service Centres, and 12 multi-franchise Used Car Centres in various locations across the South of England. Allen has held a number of roles throughout his career, including a nearly 24-year stint with Inchcape, and running his own marketing agency for a period from 2021.
Amanda Mason is Head of Marketing at leading motorway service station operator, Roadchef, a role she’s held since January 2021. Amanda’s Marketing career has seen her hold a variety of roles within leading brands such as Cobham, Compass Group, and Frost & Sullivan. Passionate about optimising customer experience, Amanda’s work was recognised in the RMI 30 under 30 Marketers and Innovators 2019
David Blackhurst is the Central Operations Director at Mitchells & Butlers, one of the UK's largest operators of pubs, bars, and restaurants. David has been in his current role for over 6 years and has been with Mitchells & Butlers for over 25 years in a variety of roles, including Brand Operations Director and Head of Marketing. As part of David's current role, he oversees the chain’s work with Reputation and their wider CX programme. David holds a B.A. (Hons.) from the University of Stirling, and an MBA from Lancaster University.
Jamie is a CX professional with over 20 years’ experience. The majority of his career has been spent in Client Success/Service previously holding two board level positions and now Head of Experience Management (XM) at Ipsos. Jamie’s expertise spans Offer, Marketing, CX Platforms, Professional Services and Delivery. He is industry recognised as a CX leader in the UK. His depth of CX knowledge combined with a commercial and pragmatic/action-oriented style has seen Jamie deliver success with many clients across sectors and geographies.
Record breaking freediver and voted #1 Motivational Speaker outside of the US in the Global Guru rankings, Jim Lawless has inspired over a million people on five continents through his speeches alone. As CEO of transformation innovators Symmetry, Jim is a leading architect of change and trusted advisor to international organisations, fast-growth companies and Olympic Teams. As a speaker, Jim is loved internationally for his energy, humour, engagement and his lasting impact on mindset and action. He leaves a new vocabulary behind that lives on in meetings and in thinking.
Jonathan Montgomery is the Head of Contact Centre Sales & Customer Service Operations at Parkdean Resorts, and has been with the business since 2019. Jonathan's role involves leading Parkdean's customer strategy, and his remit also covers other areas including Sales, Service, Social Media, and more. Jonathan is involved in driving Parkdean's customer contact strategy and their longer-term vision to achieve a single view of customer and omni-management. A veteran of the UK's hospitality sector, Jonathan has held roles at brands including glh Hotels, InterContinental Hotels Group, De Vere Hotels, Marriott and more.
Saurabh Suri is the Operations Director for SSP Group, the food travel experts with a presence in 36 countries across the globe. Having originally started with the group back in 2006, Saurabh has held a number of roles during his tenure, including Unit Manager at SSP Burger King, and Operations Manager for multiple other SSP brands. Before Saurabh joined SSP Group, he worked as a Restaurant Manager at McDonald's India for five years between 2001-2006. Saurabh holds a B.Com from Delhi University and an MBA from the UK's Open University.