Digital Experience Optimisation

Driving digital growth in 2020

06 November 2019 / 08:30 - 11:30

TechSpace, 25 Luke Street, London EC2A 4DS

Discover how to fuel long-term sustainable growth through CX

Join The Telegraph, Vodafone, The British Heart Foundation, the former CMO of 118118 Money and House of Kaizen at our latest event as we dive into the unmissable aspects to power your digital strategy for 2020.

We'll be discussing how prioritising your customer experience (CX) strategy enables you to attract the right type of audience for your business, optimise the modern customer journey, build customer lifetime value, increase conversions, and use these to drive your business growth in 2020.

Join us in London's Shoreditch on the 6th of November 2019.

Take a look below for in-depth speaker bios, the day's agenda, more info on our topics and to register to attend.

Topics of focus

  • Digital marketing trends and growth opportunities for brands.
  • Neuromarketing: getting inside the mind of your customers to optimise their experiences.
  • Optimising your CX strategy through customer lifetime value.
  • Real world examples of current brands who are leading this space.

Meet the speakers

Maria Koutsoudakis

Brand & Marketing Director, Vodafone

Maria Koutsoudakis

Brand & Marketing Director - Vodafone

A seasoned marketing professional with experience across retail, FMCG and now Telco. After 12 years at P&G Maria moved to retail, to head up marketing for M&S Lingerie. Across her 5 years at M&S she worked across all facets of retail marketing with her last assignment heading up the newly created Customer Experience function, understanding what CX can bring to the world of retail. From there Maria has recently joined Vodafone as Brand and Marketing Director. Responsible for the definition and creation of the Brand experience for Vodafone.

David Shiell

CEO, House of Kaizen

David Shiell

CEO - House of Kaizen

A 19 year veteran of the digital marketplace, David's curious mind, tenacious attitude and significant practical experience have led to a deep and broad understanding of the digital ecosystem that underpins the world of marketing today.

James Poole

CEO, Project50 (previously of 118118 Money and MBNA)

James Poole

CEO - Project50 (previously of 118118 Money and MBNA)

For over 20 years, James has applied thought-leadership to an international career in the world of both travel and financial services. His experience includes the CMO role at 118 118 Money, and a leadership team role at credit card heavyweights MBNA. Before MBNA, James led international marketing for Avis Budget Group, and has worked for American Express and British Airways, where he developed the first simulation model of Terminal 5 at Heathrow. To that end, James has recently partnered with Joanna Parnell to establish a new strategic marketing consultancy, Project50. Based in Manchester, Project50 aims to leverage the best of agency and client side thinking in order to unlock transformational growth for its clients.

Katie Bloor

Head of Optimisation, House of Kaizen

Katie Bloor

Head of Optimisation - House of Kaizen

Katie oversees CX optimisation strategies across acquisition, engagement, product development and retention for all House of Kaizen clients. Katie passionately drives House of Kaizen's CX optimisation into new strategic areas, with a focus on solving new and unique business challenges.

Elise Maile

Conversion Consultant, The British Heart Foundation

Elise Maile

Conversion Consultant - The British Heart Foundation

Elise Maile is a passionate Conversion Rate Optimisation Consultant with over 5 years experience in personalisation and optimisation testing. Having worked in a variety of industries including travel, auctions, e-commerce and the charity sector, she enjoys the fast paced test and learn cycle, analysing data and problem solving, but also utilising her well-honed design and development skills. Being user-focused is a key aspect of her work; encouraging businesses to use quantitative and qualitative data to make the best decision for their own audiences.

Daniel Gold

Head of Research, House of Kaizen

Daniel Gold

Head of Research - House of Kaizen

Daniel leads user and consumer research at House of Kaizen, focusing on multi-method approaches and behavioural economics/theory to achieve actionable insights for our clients. He is a keen advocate of neuromarketing, behavioural economics, big data and AI techniques, as well as driving innovation within our research department.

Adam Ingram

Senior Performance Marketing Manager, The Telegraph

Adam Ingram

Senior Performance Marketing Manager - The Telegraph

Adam leads the Performance Marketing team driving Subscriptions and Registrations at the Telegraph, championing their digital channels and continually seeking opportunities to expand their reach in a highly competitive environment. Since joining in 2018, Adam has aggressively developed refining a customer-centric approach across their core channels while building new ways to engage and build revenue driving relationships with customers. Adam joined from Sainsbury's Bank, a digital-first company, where he managed the Acquisition marketing across their product suite.

The agenda

08:30 - 09:00

Meet other attendees and grab a coffee

09:00 - 09:10

Welcome & Introduction

Kicking off the morning, Dave Shiell will introduce the speakers and give an overview of the morning's presentations.
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09:10 - 09:30
Daniel Gold

Make your resolution understanding your users better in 2020

From basic analytics to neuro-marketing, Daniel explores typical gaps in businesses’ user knowledge and how these gaps can be closed by making better use of basic research tools. Daniel discusses how businesses can tap into latest research methodologies, such as predicting user behaviours with big data and neuromarketing to close these gaps and discover new, innovative methodologies for 2020.
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09:30 - 09:50
Katie Bloor

Customer lifetime value is the key to growth in 2020

Katie argues that brands will miss out on optimising their CX strategy and driving growth in 2020, if they continue to solely focus on acquisition and don't pay enough attention to Customer Lifetime Value (CLV) in their strategies. To demonstrate this Katie will share examples of her work with The Wall Street Journal over the last 2 years, where she has been instrumental in the development of their optimisation strategy and roadmap.
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09:50 - 10:10
Maria Koutsoudakis

Paths to purchase: user buying behaviours and the digital journey

Maria's presentation will be particularly exciting, as it will focus on insights she's currently gathering, in relation to the launch of the new iPhone at Vodafone. During the launch, Maria hopes to discover intriguing insights in relation to user buying behaviours and the path to conversion for these users. Her presentation will focus on how this insight into the digital customer journey can help to shape and inform future CX strategies, product launches and the overall customer journey.
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10:10 - 10:30
Adam Ingram

Experience-driven marketing with The Telegraph

Learn how one of the UK's largest publishers uses an 'audience first' approach to deliver incredible results from their marketing campaigns. The Telegraph deliver targeted content using a rich and highly relevant audience strategy which spans every stage of their customer journey. This holistic approach ensures marketing teams are able to reach the right customer with the right message at the right time and the results truly speak for themselves.
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10:30 - 11:20

Digital Growth in 2020 - Panel Discussion

Have your questions ready to engage with our expert panel as they discuss CX strategies set to enhance digital growth in 2020:


"Data-led actionable insight, and formalised audience strategies will separate you from the crowd more than ever in 2020". Adam Ingram, Telegraph

'Fundamental to all growth is behaviour change and that comes from a deeper understanding of the consumer.' Maria Koutsoudakis, Vodafone.

'I'm a strong believer in the power of analytics and strategic thinking to unlock business growth.' James Poole, Project50

'Digital Growth can be an ambition for every business, no matter their level of maturity. It’s all about process and knowing what’s best for you and your customers.' Elise Maile, The British Heart Foundation

'Often overlooked, customer lifetime value is the key to unlocking success for your brand in 2020.' Katie Bloor, House of Kaizen.
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11:20 - 11:30

Summary & close

David Shiell will close the morning at 11:30am but please grab any of the team if you have questions or to catch up.
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Register to attend

We will receive an email to confirm your place

Event Details

London EC2A 4DS

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