Enterprise Expo – 21st November 2024
Enhancing the Customer Experience
Welcome to Enterprise Expo – Work Avenue’s annual FREE flagship business event open to all entrepreneurs, freelancers, SMEs, existing businesses and prospective business owners.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.” – Jeff Bezos, Founder Amazon
This year’s conference theme, Customer First. Always, is more than just a philosophy—it’s the cornerstone of enduring success. By prioritising the needs of customers above all else, businesses can create an environment where customers feel genuinely valued and appreciated. This approach fosters deep connections and lasting loyalty, which are essential for long-term success in today’s competitive landscape.
This philosophy is backed up by the numbers: according to Deloitte, customer-centric companies are 60% more profitable compared to companies that are not focused on the customer.
Elevating the customer experience not only differentiates your business from competitors but also drives growth and engagement. At Enterprise Expo, you’ll gain invaluable insights from experts in AI, Consumer Insights, and Social Media, as well as seasoned professionals from successful customer-centric businesses. These industry leaders will equip you with the strategies needed to enhance your customer experience and propel your business to new heights.
Click here to sign up!
Outline of the day:
9:00 – 9:30: Arrive / Coffee
9:30 – 10:15: Session 1 – KEYNOTE FIRESIDE CHAT
Running a Customer focused business
Paul Flaum CEO Bourne Leisure & Tash Grossman Founder Slip Receipts will be discussing topics including:
- Building a customer centric culture: prioritising customer needs at every level and creating a culture where customer satisfaction drives business decisions.
- Leveraging Technology to Enhance Customer Experience: How the businesses are using technology like CRM systems, AI, and automation to improve customer service.
- Developing Customer Loyalty: How to consistently meet and exceed customer expectations in order to foster deep emotional connections and lasting loyalty.
10:20: – 11:15: Session 2
AI tools to Improve the Customer Journey & Experience:
- Personalised Customer Journeys: Learn how AI tailors interactions to individual customer preferences, creating memorable and effective engagement at every step.
- Data-Driven Decisions: Discover how AI harnesses customer data to deliver insights that optimise marketing strategies, product offerings, and customer support.
- AI for Customer Loyalty: Explore how AI tools foster long-term customer relationships through predictive behaviour analysis and proactive engagement strategies.
Speaker: Craig Hartzel
11:15 – 11:45 COFFEE & NETWORKING
11:45 – 12:30: Session 3
Customer Feedback: Simple Methods for Big Insights
- What is Customer Feedback and why is it important?
- Types of Customer Feedback (direct, indirect, quantitative, and qualitative feedback).
- Easy and Affordable Ways to Collect Feedback.
- Turning feedback into actionable insights that drive meaningful improvements.
Speaker: Nick Rabin
12:35 – 13:20: Session 4
Effective Use of Social Media for Customer Interaction
- How to build a community
- Tips for engaging customers on social media platforms.
- Creating content that resonates with your audience.
- Analysing your ‘content’ – is it effective?
- Understanding who you are reaching
Speaker: Rebecca Martin
13:25 – 14:00: LUNCH & NETWORKING
Speaker Profiles:
Paul Flaum: Chief Executive Bourne Leisure
Paul Flaum started his career as a chartered accountant at PWC and then for the last 25 years has held senior roles across the UK Leisure, Tourist and Hospitality Industry (from Cinemas to Hotels to Pubs to Restaurants to UK Holidays). He has been the Group Chief Executive Officer for Bourne Leisure (UKs largest Holiday and Holiday Home business) since 2017. Before that he was the Managing Director for Premier Inn and Whitbread Restaurants for a number of years. He is also a Board Director of UK Hospitality (the Industry Lobbying Group) and on the Advisory Board for WiHTL (Women in Hospitality. Travel and Leisure). His charitable interests include Holocaust Education Trust. Paul is married to Gail and has 5 children.
Tash Grossman: Founder & CEO Slip Receipts
Tash is the Founder & CEO of Slip. Following an early-career in management consulting, Tash took the entrepreneurial leap and started Slip in 2022. She has raised 2 rounds of venture funding for the business, successfully closing over £3M in investment and names brands like JD Sports and Beyond Retro as early customers. Slip is on a mission to transform receipts from passive paper to media assets for retailers, enhancing omnichannel data & the post-purchase experience.
Craig Hartzel: Founder of Hartz AI
With over two decades of experience in the digital technology sector, Craig witnessed at first hand the transformative impact of AI on enterprises large and small. Recognising the challenges SMEs face in harnessing this potent technology, he established Hartz AI with a clear mission: to democratise AI, making it an accessible and valuable asset for SMEs.
Driven by a passion to demystify technology and generate actionable results, Craig founded Hartz AI—a company committed to equipping businesses with customised, user-friendly AI solutions.
Craig works with clients to ensure that they not only comprehend AI’s capabilities but also effectively utilise it to fulfill their strategic objectives.
Nick Rabin: Founder of Possibility?
Nick is a seasoned Marketing and Consumer Insight professional with over 30 years of experience working with leading UK and global brands. He began his career at Cadbury, managing iconic confectionery brands, before moving to Hasbro to lead the Action Man and Star Wars toy lines. Transitioning into Consumer Insight at Premier Foods, Nick worked on well-known brands like Hovis, Mr. Kipling, and Branston. He later led insights at Pizza Hut UK and Europe. In 2021, he founded Possibility?, an insight consultancy supporting global brands. Nick is experienced in a wide range of research techniques, enabling him to deeply understand consumer needs and behaviours, which in turn drives more effective innovation, marketing strategies, brand positioning, and customer satisfaction.
Rebecca Martin: CEO Social Misfits
Rebecca is the Founder and CEO of Social Misfits. After a successful six-year career in marketing at one of the world’s largest global property companies, Rebecca took the leap and launched her own social media agency in January 2020. She is on a mission, along with her expert team, to help businesses grow, thrive, and shine in the digital world, with a focus on strategic design and building strong, engaged communities. Rebecca is also the Social Media Manager for Work Avenue!