Better CX has been cancelled. Please contact the team for further information.
We're excited to announce details of our keynote speakers:
Michael Heppell and Markus Hohl.
Michael Heppell is the international best-selling author of six books including "5 Star Service" and a renowned motivational trainer.
He has worked with hundreds of organisations large and small who all have the goal of being brilliant.
Markus heads up the London office for Finland’s award winning Service Design agency Hellon. He creates unique and engaging customer experiences for companies and helps them change their culture towards a more customer centric way of working.
Previously he led a team of international UX designers at Orange Labs UK, creating future products & services for Orange’s 32 countries. Until 2013 he was Head of Customer Centred Design at Telefonica O2 where he created and introduced a new, customer-centric design process for all of O2 UK’s product portfolio, a 9-figure annual investment.
Markus’ background is in product design and engineering. Before joining O2 in 2006 he ran his own consultancy for 8 years where he won many international design awards for his work. He taught at the Royal College of Art and now works with the Design Council coaching SMEs and university start-ups on design and innovation.
His books have been translated into 22 languages and are available in 80 countries around the world. His fifth book Flip It, was a Sunday Times No. 1 Best Seller.
He is a renowned motivational trainer with clients ranging from Premiership footballers to major PLC’s – TV presenters to Category B Prisoners. His success rate is unrivalled. And with his industry savvy and unique humour, he has been described as one of the top professional speakers in the world.
Need help planning which sessions to attend? We've provided a breakdown of our various session types below.
A presentation and discussion of real-life (not theoretical) experiences of the application (or mis-application) of service design techniques. Case studies and experience reports include some discussion of lessons learned and an indication of how novel the work is.
Participants learn a new approach, tool or technology through using it to solve one or more practical exercises. Any software/hardware requirements are disclosed in the session description.
A session focused around some specific tool, technique or issue. Primarily led by the speaker, tutorials usually include some elements of interactivity or individual / group exercise.
An in-depth working session on a specific topic. May include paper presentations.