Let's talk about CX: Managing Expectation vs Reality

An active discussion on customer experience and the fine line between expectations and reality.

Date and time

Location

Clockwise Leeds - Coworking & Office Space

Greek Street Leeds LS1 5SH United Kingdom

Agenda

9:30 AM - 10:00 AM

Coffee, Breakfast, Networking

10:00 AM - 10:30 AM

How to create customer experiences to exceed customer expectations

Tom Belt

10:30 AM - 10:45 AM

Break

10:45 AM - 11:30 AM

Panel Discussion

Chaired by Tom Belt. Expert insights provided by - Melanie Wilkinson, COO, OnePay - Josh Hall, Senior Propositions Manager, First Direct - Sam Goodacre, Product Director , Lenvi

About this event

Event lasts 2 hours 30 minutes

A great breakfast selection will be provided.

Customer expectations is hugely important for any brand to understand.

However, brands typically create high expectations which they fail to live up to.

This is due to hype or failing to evolve their offering to keep pace with innovation.

As a result, the reality of the customer experience often falls well short.

This effect is felt even more so in an increasingly digital world.

The quality of online and offline experiences are often very different. And brands fail to use the full potential of new technologies.

Attendees will receive a snapshot of how we got here, and what they can do to help bridge the gap between expectations and experiences.

A panel discussion will feature an in-depth debate focussed on Financial Services. A category which has felt the effects of this dynamic more than most.

Featuring leaders in the space, we will aim to look ahead to how we can understand customer expectations. Then design and deliver better customer experiences.

Frequently asked questions

Will breakfast be provided?

Yes. Tea, Coffee, Pastries and plenty of other breakfast bits will be provided.

Who are AAWE?

AAWE are Customer Experience specialists founded in Leeds in 2023. They are experts in all things CX. This covers everything from customer experience mapping and multi-channel design, to CX strategy and organisational change.

How do I find the event space?

The event is taking place at Clockwise inside Yorkshire House. Ask at reception by the main entrance for directions to Clockwise. Once there, the Clockwise team can take you to the Auditorium where the event is held.

Am I able to work at Clockwise after the event?

Yes. All attendees will receive a complimentary day pass to Clockwise to allow them to work from the co-working space for the remainder of the day.

What's the best way to get to the event?

Clockwise is located a 3-5 minute walk from Leeds train station. Public parking is available across Leeds city centre. Public transport via bus can get you as close as a 1 minute walk away.