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The Truth About Experience

  • McCann iO 7-11 Herbrand Street London, England, WC1N 1EX United Kingdom (map)

Customer expectations are higher than they’ve ever been before. In the age of the unreasonable customer, today’s ‘exceptional’ will become tomorrow’s ‘table stakes’. In our second 'Truth About...' session of 2019, we will look at how today's companies can ensure their long term relevance by better responding to changing customer expectations.

Jacob Dutton - Managing Director, McCann iO - 'The unreasonable customer' 

Jacob will be sharing insights on what customer expectations look like in 2019 and how they are likely to change in the short, medium and long term. 

Jacob is a regular speaker on customer experience, he's the author of 'The Monthly', a popular newsletter on innovation and has been recognised in the BIMA Hot 100 & Drum Digerati league tables. Over the past decade, he has led customer experience initiatives for the likes of Hilton Worldwide, Jaguar Land Rover and BBC.

Georgina Taylor, EE - 'Great customer experience starts with the right company culture'

Georgina uses her personal experience to explain how EE changed their culture to help drive their rise in customer experience metrics. She’ll walk through what to consider when developing a change strategy and highlight some practical ideas. 

Georgina is customer obsessed, working in Customer Experience and Marketing for big brands such as EE, Accenture and Lloyds Bank. She has championed transformation delivery projects, proving reducing customer effort across all channels drives business performance improvement.

Each of our speakers will share their insights during a 20 minute talk, followed by the opportunity for questions and networking over bottomless coffee & pastries.


09:30: Registration, Breakfast and Coffee

10:00: Talk from Jacob Dutton, McCann iO - 'The unreasonable customer'

10:30: Talk from Georgina Taylor, EE - 'Great customer experience starts with the right company culture'

11:00: Panel Q&A

11:30: Networking 

12:00: Event Ends

Earlier Event: 10 April
Spring Roundtable
Later Event: 10 July
Summer Roundtable