Event Theme

The New Era of Customer Relationships

23rd November 2016, Manchester

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Venue Radisson Blu Edwardian


The nature of customer relationships is changing. Customers have more choice. They are more connected, and more demanding than ever before. They have a much louder voice, and are much more empowered. If they have a great experience, they tell everyone about it –and if they have a bad experience, they tell everyone about that, too. Customer experiences –both good and bad –are now very public, and very visible.

This changes how businesses need to think about relationships. They can’t afford to take customers for granted, and must instead nurture loyalty and seek to increase the lifetime value of each of those relationships. Indeed, the best brands are already making the transition from transaction-based interactions to ongoing customer relationships.

So how are they doing it? And what lessons can you learn from what they’ve got right? That is what we are here to discuss, as we explore how this transformation is reshaping the future of customer service and what you can do to build customer loyalty for the long haul.


6:00 – 6:30 pm – Welcome Reception & Cocktails
6:30 – 6:40 pm – Introduction from Master of Ceremonies
6:40 – 7:00 pm – Keynote Speaker
7:00 – 9:00 pm – Three-course dinner complemented with table discussion points
9:00 – 9:30 pm – Wrap up & closing remarks from Zendesk

Discussion Topics

  • What do changing business models – ones anchored in convenience and responsiveness – mean for your organisation, and how are you responding?
  • How are you capitalising on a ‘promoter economy’ that puts the voice of the consumer – word-of-mouth – at the forefront of decision-making?
  • What impact is the rise of ‘conscious consumers’ – those who care more about how businesses behave than what they sell – having on your business?

Keynote Speaker


Nick Peart, VP Marketing EMEA, Zendesk

About Zendesk

Zendesk builds software for better customer relationships. It empowers organisations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organisations the flexibility to move quickly, focus on innovation and scale with their growth.


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