The Customer Catalyst Conference - 17&18 November

16th Nov 2021
The Customer Catalyst
The Customer Catalyst

Don't miss the world’s first conference on customer-led growth!

- For senior and c-level executives hungry for great content but short on time.
- Wednesday 17th / Thursday 18th November, 6am Pacific / 9am Eastern / 2pm UK / 3pm CET
- Online conference, powered by Influitive and sponsored by Influitive, Gainsight, and OCX Cognition.

Free registration and further information here:

Why attend the Customer Catalyst Conference?

In a shameless piece of promotion – but actually, I think this is worth knowing about – you may like to attend the 2021 Customer Catalyst Conference.

Here’s why you might like to register... The conference delivers the real-world experience from outstanding business leaders on how they tackle what is rapidly becoming known as the ‘customer economy.’ Here’s the (impressive!) speaker line-up:

Andrew Carrick, Chief Customer Success Officer, Automic Group

Angela McKay, Regional Vice President, Customer Success, Conga

Gabriele Masili, Vice President & CTO CX & Customer Success, Microsoft

Helen Bierton, Chief Banking Officer, Starling Bank

James Hyde, Chief Executive Officer, James & James eCommerce Fulfilment

Jamie Dagger, Vice President, Customer Excellence Operations Conga

Johnny Castrup, Digital Product Director, Head of LEGO Ideas, LEGO

Julie-Ann Haines, Chief Executive Officer, Principality Building Society

Lee Miles, Chief Customer Success Officer, Sitecore

Nicole Dingley, Vice President Marketing & Customer Advocacy, Wiley

Pat Phelan, Chief Customer Officer, GoCardless

Peter Duffy, Chief Executive Officer, Moneysupermarket Group

Stan Swinton, Vice President of Global Care and Customer Experience, Deliveroo

Of course, there are legion CX conferences, many with similarly great speakers. The point of difference here is the radical re-thinking of the ‘customer economy.’


What, exactly, is the “Customer Economy”?

In early 2020, Chris Adlard and Daniel Bausor published their book “The Customer Catalyst,” subtitled ‘How to drive sustainable business growth in the Customer Economy.’

Chris and Daniel argue that today’s customers are truly in the driving seat. Not just ‘the customer is king,’ but that the whole economy is transforming in front of our eyes. The book details ten C-change elements (I have listed them below), designed to help understand the impacts and influences on the customer economy.

After the book was published in early 2020, Chris and Daniel launched The Customer Catalyst Conference. Now in its second year, the conference attracts speakers and delegates from every sector, at every level, keen to hear how the arguments in the book translate into real-world actions.

In a nutshell, the customer economy places greater demands on businesses and yet offers greater rewards, by being prepared to put customers truly at the heart of an organisation to help catalyse genuine, sustainable growth. For example, today’s customers can sign up in their millions to a new service, yet switch to a competitor just a moment later. In this kind of customer economy, Chris and Daniel detail the critical C-change steps to help build a resilient, growing business.

C-change elements

The ten C-change components identified by Chris and Daniel are: Voice, Culture, Experience, Technology, Digital, Success, Health, Engagement, Co-creation, Advocacy. Focusing on themes from the book, you can hear how the speakers manage the challenges they face, and understand the successes that a customer-focused approach can bring.

Here’s the conference link again: You can register free, watch during the conference 17 and 18 November with live speaker Q&A, or download specific presentations to review at your leisure.

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