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.

• 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.

Welcome Message and ‘Future of CX’ from Reputation CEO, Joe Fuca, and Reputation EMEA Managing Director, Anthony Gaskell.

The Future of Innovation in Reputation Experience Management

Featuring:

• Pranav Desai, Chief Product Officer, Reputation

Building the Ideal CX Ecosystem

Gain expert insight into how to build and run a world-class CX programme.

Featuring:

• Jamie Thorpe, Head of Experience Management, Ipsos MORI
• Brent Nixon, Chief Ecosystem Officer at Reputation
• Matthew Patchett, Senior Customer Experience Strategist, Reputation (EMEA)

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.

Featuring:

• Rebecca Biestman, Chief Marketing Officer
• Jason Grier, Chief Operating Officer

• Join us for a satisfying Mezze lunch prepared by County Hall’s chefs
• Network with other CX and marketing professionals

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.

Featuring:

• 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.

Featuring:

• David Blackhurst, Mitchells & Butlers
• Saurabh Suri, SSP
• Amanda Mason, Roadchef

Moderator: Kate Burns, Reputation

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.

Featuring:

• Marc Le-Gratiet, Groupe Renault
• Thomas Lenihan, Marston’s Pub Company
• Chris Sparling, Reputation

Jim Lawless joins us as our special guest for the evening to deliver a unique keynote, closing speech entitled, ‘The Future of Transformation’.

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.

We round off a jam-packed event with the opportunity to socialise and enjoy a few leisurely drinks.

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.

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
11:15: Break
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.

Please contact the Learning Management Team via training@reputation.com should you have any questions or concerns regarding the RAD training.