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Regardless of where your business is today, the simple fact is this: customer experience (and retention) already hinges upon Customer Communications Management (CCM). In fact, the customer communications journey makes up more than 67% of CX KPIs.

Many organisations face a similar problem: customers no longer value the communications that they receive. Digitising your CCM processes is not enough. You need to embed CX into your CCM to create value across every interaction with your customers for true Customer Experience Management (CXM). Redefine communications from what you think they can do, to what they can truly do with the right experience-driven communications strategy.

Join us at The Dilly Hotel at Piccadilly Circus, London and learn just how inspiring your communications can truly be when you leverage the combined powers of the Inspire suite to design exceptional experiences. Hear from others who have discovered how to spot pains and gains to design a CXM strategy that keeps your customers loyal for a lifetime. 

Programme Agenda:

11:00am Registration, Refreshments and Informal Networking
12:00pm Chair’s Welcome & Opening Remarks

- Duncan Spanner, SVP & Managing Director CXM at Quadient

12:20pm The Evolution of Innovation at Quadient

- Andrew Stevens, Principal, CXM at Quadient

13:00pm Leveraging Customer Experience as a Differentiation Strategy

- John Aves, Chief Executive at CP2 Experience

13:40pm Lunch and Networking


14:20pm It all starts with...

Andrew Stevens, Principal, CXM at Quadient, Inspire Journey

15:00pm Get an Insiders view of Quadient’s CXM solutions

- Ondrej Pessr – Presales Director, CXM DACHIT / UKI at Quadient

15:40pm What about your Customer Driven-processes?

- Didier Rouillard - digitalNOW! & DigitalBOOST! At Quadient

16:20pm A new paradigm in Customer Journey Management

- Adam Firbank, a Senior Consultant CJM & CXM at Aspire CCS, formally Communications Experience Manager at British Gas

17:00pm Chair's Closing Remarks

- Duncan Spanner, SVP & Managing Director CXM at Quadient


17:20pm Drinks Reception

The Dilly Hotel, Terrance Bar


51.509330519971, -0.13613000000002


The Dilly Hotel,

21 Piccadilly,





A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire



8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate