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Customer experience workshops

A “best” to “next” practice training event delivered by one of the world’s leading experts in Customer Experience Management and Customer Loyalty

Gartner research 91% of senior marketers expect Customer Experience Management (CEM) to be the primary basis for competitive advantage within 2 years. The impact is simply massive! Forrester and the University of Michigan both found that top CXi companies outperformed stock indices by a factor of 3 to 4. A 1% increase in the share price of a S&P500 company is worth hundreds of millions of USD. The size of the CEM market is also accelerating fast and expected to almost triple to 8 ½ billion USD in the next 4 years.

The market leaders:

  • Embed CEM thinking into the culture of the company and give your people the thinking, tools and techniques to think differently.
  • Realise CEM is an efficiency and cost containment strategy as well as a growth and differentiation strategy
  • Make CEM a profit centre not a cost centre
  • Ensure Successful Customer Outcomes is the leading driver part for every strategy, project, process and change initiative
  • Realise that traditional “best practice” tools and techniques will not be able to deliver against a “leader” aspiration

Do you know how to deliver against all of the above? Our surveys show 97% of respondents cannot do it.

This is the extent of the opportunity in 2015 and you can be part of the leaders who are changing the face of business today.

Download more details here contact info@thefocusgroup.org.uk or call +44(0)121 709 3938 to speak to one of the team.

Our Customer Experience Speakers

Charles Bennett | Chair CX Management Expert The Next Ten Years

We are very excited to announce that Charles Bennett is Chairing the Customer Experience World Jo...

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Yossi Erdman Head of Brand & Social Media AO.com

Yossi joined ao.com 4 years ago to maintain a small Facebook page with 2,000 fans. Although White...

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Ian Mann Managing Director Gateways

Ian is the founder of Gateways Business Consultants, a boutique consultancy specializing in leade...

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Jerry Lieveld CEO & Chief Creative DARE TO DIFR

Jerry Lieveld has always been passionate about user experience and product design; in the early d...

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Mathew Keegan H/O Customer Service Kano

An early employee at Kano, Mathew's philosophy has always been to provide magical experiences for...

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Peter Sinden Director of Sales and Service LV=

From an early career with Lloyds TSB, Peter moved to LV= in 2005 relishing the challenge of helpi...

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 About Us

We run customer experience conferences focussed on improving every aspect of customer retention using customer experience strategy with leading experts in customer experience from around the world.

With year on year attendance growth at our customer experience conferences, we have an impressive track record in attracting major brands and industry experts in delivering and supporting our landmark events.

I have had the privilege of working with Maggie and the Focus Group over the past 7 years as a speaker, delegate and industry specialist. The CEW conference (now presented on three continents) is an accolade to Maggie’s incredible connections, pulse on the rapidly evolving customer space and a dedicated passion to link, share and inform. Few conferences are organised as professionally, with as much attention to detail and personalisation as those directed by Maggie and her team.
Craig Lee
Emirates Group
Thank you again for an amazing Customer Experience. It was my first Customer Experience Conference and clearly the speakers are all extremely sophisticated, knowledgeable and the technology available are impressive. Thank you again for an awesome two day intervention and also the refreshments were just too delicious for words. Very well planned and organised.
Ricky Harris, CEO
CICMA Global

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More information

Announcing CPD Accreditation

We are pleased to announce that we are now accredited by the CPD Standards Office for its ‘Customer Experience Professional Certification’. 

Focus Group Events has been independently accredited by the CPD Standards Office for its its ‘Customer Experience Professional Certification’.

Delegates who attend the course can request a CPD Certificate of Attendance and record the training time towards their formal CPD requirements for their professional body, institute or employer.

The CPD Standards Office has approved that the Focus Group Events course using a third party assessment process. The Office forms part of the Professional Development Consortium and is overseen by an Expert Advisory Board comprising, academics, employers and professional bodies.

The Office provides independent CPD accreditation services to training courses, events, digital and online, coaches and speakers. It has accredited thousands of CPD activities across 20 countries and all continents. See: cpdstandards.com

Attendee feedback

What a Fantastic event - I thought that this year’s CEW was your best yet. Great speakers, great content, great networking. We loved it!”
Derek Williams, CEO, The WOW Awards!
Fantastic workshop. Inspiring speaker with great insight as to how customer experience management should be delivered within a corporate. We have worked with Charles on multiple occasions as part of our programme to create the leading customer focussed organisation in our market. Charles’s work was a fundamental part in helping us to think differently and to deliver a fundamental part of our vision.
Bronwynn Tippett, Internal & External Brand Avocate & Evangelist, Tracker
This event is definitely worth your time, both for the quality and breadth of the speakers as well as for the attention to details. There were ample opportunities for networking and as the event was of an intimate size, everyone was very approachable. Read full article on LinkedIn
Brian Kling, Autodesk
The workshop was very beneficial for me as Charles even highlighted the most important steps for Customer Experience Management which I'm in the process of implementing. In addition to that, we even came up with a strategy of how enhance and make our customer experience much better and also ensure that the organization has profit gain. It was a fantastic workshop and I will be attending again.
Xolani Ngidi, MCoE Analyst Officer Eskom, Johannesburg

Official Voice of the Customer Partner of Customer Experience World


Michael Wu PhD

Lithium Technologies

I was a speaker at the ECEW 2011 event that Maggie organized. The event was spectacular! Not only is this a conference about customer experience, it is a true experience about what good customer experience really meant.

The information content was excellent. It strike a good balance between the more theoretical academic researches as well as practical examples from industry practitioners. Besides the speakers, the audience is also very engaged and passionate about the subject. There were great questions and discussion that makes the conference very interactive and lively. So, not only did I had a blast speaking at ECEW, I also learned a lot.