Supported by

A Powerful Combination: Leadership and Customer Focus

The 4th CXM Club Meeting 8th February 2018 Metro Bank, London 9:30 to 16:15 Register Now!

About the Event

For our 4th CXM Club meeting this year, we invite guests and previous attendees alike to hear sessions from companies putting the customer at the heart of everything they do and professional coaches who believe that your personal performance will be key to making the difference.

You will leave this event, armed with new ideas about improving the customer experience in a cross section of businesses.

You will also have new insights about how you can maximise your personal leadership to achieve such changes in your organisation.

Our research shows that the quality of the presentations and the open discussions are what the CXM Club attendees value most about these meetings.


Danielle Harmer
Chief People Officer, Metro Bank University

Danny is responsible for all aspects of looking after Metro Bank's people and enabling our culture and values by making sure that we have the right people with the right capabilities and development to surprise and delight our customers.

Warren Cowan, CEO

Warren founded FoundIt! with a simple vision – to make shopping online easier. Having seen time and time again that websites are generally structured to reflect logic, not what customers actually want, Warren has developed ground-breaking software that understands customer intent and shapes the customer journey to provide a more relevant experience.

Niall Cluely, Director of Dragonfish
Fit for a Great Experience

Niall talks about his work at an award-winning gym company, Fitness First, whereas an employee and, later in a consultancy role, he led a revolution in the way gym companies look at membership and retention by improving the customer experience rather than the emphasis of special joining offers and high customer turnover.

Dr Lynda Shaw
Professional Speaker, Mentor, and Consultant

Lynda is a cognitive neuroscientist and business psychologist specialising in unconscious emotional response, especially in customer interactions. This session will help delegates look after themselves and their staff to provide an improved customer experience.

Neil Kelley, Senior Manager
Fraud & Dispute Resolution

Capital One swept the board at the recent UK Customer Experience Awards, winning two categories and the overall “Best Customer Experience” trophy. Neil describes how they provide a great experience even in difficult situations.

Royston Guest, Chairman Pti Worldwide

Royston has consistently proved to be our most appreciated speaker from delegate feedback and returns by customer demand with new material designed to enable delegates to improve customer experience following today’s conference.

Don Hales, Chairman for event
Chairman of Awards International, Customer Experience & Awards Guru

Don Hales is a fellow of the Professional Speakers Association and a very experienced conference chair. His is an author and a seasoned professional with a long and successful career with many achievements. His first career was in FS as managing director of Sun Life Group. At Quest Media Don founded the National Sales Awards and the National Customer Service Awards and set up the National Business Awards. The Don’s launched in 2015 recognising excellence in Business, were given the name in honour of Don’s contribution to the awards industry.


09:00 Registration.
09:30 Don Hales, Introduction.
09:45 Danielle Harmer, Metro Bank, Training & Development that Delivers a Great Customer Experience.
10:30 Warren Cowan, Effortless Online Customer Experience.
11:15 Break
11:30 Niall Cluley, Customer Experience Innovation at Fitness First.
12:30 Dr Lynda Shaw, Your Brain is Boss.
13:15 Lunch & Networking
14:15 Neil Kelley, Focusing the Organisation on the Customer at Capital One.
15:00 Royston Guest, Leadership in Customer Experience.
15:45 Don Hales, Wrap Up.
16:00 Refreshments & Networking.


What people are saying about our events!

“Great event, great people, great honour - great day!”

Oliver Jackson
Head of Customer Service

“Pleasure as always, well done to you and your team on another great event.”

Michelle Ansell
Managing Partner
Douglas Jackson

“Great to see the annual event going from strength to strength, impressive venue this year!”

Stuart Crawford-Browne
Phoenix MRC

“Enjoyed the day - some great speakers and information, thank you”

Karen Findlay
Partner Manager
Complaints at Three


Metro Bank, 1 Southampton Row, WC1B 5HA, London.



Individual attendees
£ 159 .00


Sub Total
£ 159.00
£ 159.00
£ 159.00
£ 21.88
Total (including VAT)
£ 146.88
Promo Code
Online payment