Join us and speakers from the customer communications community for a day packed with insightful discussions, with practical strategies for navigating the ever-changing landscape of customer and citizen communications in regulated sectors.
Does regulatory pressure stifle communication innovation, or is it possible to exceed customer expectations while remaining, and even going beyond, compliance?
Learn how to balance those expectations with operational, regulatory and emerging technology risks – as well as the cost of transformation.
With morning refreshments, lunch and post-event drinks provided, network with professionals overcoming their own customer communication challenges.
Date: Tue 15 October 2024
Registration: 09:00
Conference: 10:00 - 17:00 (followed by networking drinks)
Location: The Lowry Theatre, Pier 8, The Quays, Salford, M50 3AZ
Attendees will have the unique opportunity to gain insights from industry leaders at the forefront of customer communications and digital transformation.
Award-winning journalist and broadcaster Nadine Dereza will guide us through the day, bringing her expertise from interviewing global leaders to draw out key takeaways from our speakers.
Tom Cheesewright, the Applied Futurist and our keynote speaker, will deliver a thought-provoking session: "A Letter From The Future: Three Trends for Future Communication." In his keynote, he'll analyse complex change drivers to reveal three crucial directions for the future of regulated communication. Tom will challenge conventional wisdom, exploring why some friction can be beneficial in customer communications, how to navigate an increasingly complex digital landscape, and why consumer preferences might surprise you.
Jim Steven, Head of Crisis & Data Breach Response Services at Experian UK, will tackle the critical topic of cyber security in his session "Not if, but when: preparing for an invisible threat." Jim's wealth of experience in crisis management and data breach response promises to provide attendees with practical strategies for mitigating risks and communicating effectively during crises.
The conference will also feature Gerwyn Baker, Executive Director at Liberata UK, a 28-year veteran of the BPO industry, who will present "From zero to seventy: How digital is driving channel shift across local government." Gerwyn's session will showcase how local authorities and central government bodies have accelerated their digital adoption from 0 to 70%, despite heightened regulations and reduced budgets.
Adding to the impressive lineup of speakers, we welcome Morgan Lewis, Senior Associate in the commercial and IP team at Brabners. His session "The artificial just got real – harnessing AI and navigating risk," will explore the intersection of AI and regulated communications. As the EU AI Act nears implementation, its effects will ripple beyond EU borders, significantly impacting UK businesses. Morgan will guide attendees through the potential compliance challenges and innovation opportunities in this new landscape.
We will be launching our annual voice of the consumer report at the conference, where Nadine Dereza and Tom Cheesewright will pull out and dissect the key findings. The research promises to offer insights into how consumers prefer their service providers to communicate with them.
The findings in our 2023 research report: "Communications Cut-through: An Adare SEC Voice of the Consumer report" portrayed an increasing desire to self-serve, a rising intolerance for poor customer service, and a rejection of organisations with digital-only interactions.
We’ve selected a fantastic venue in Manchester, The Lowry performing arts centre, a charity run theatre space in the centre of Salford Quays, across the water from the BBC and ITV studios.
We’ve also factored in plenty of time for networking and socialising – with a space booked at The Alchemist after the event.
Throughout the day, attendees will be able to learn more about effective customer communications management solutions in the market. Adare SEC product managers will demonstrate the Digital Experience, Hybrid Mail solutions and Self-Serve Tools that are helping clients future-proof their regulated customer communications operations.
In advance of the conference, we have written up our thoughts on how to go beyond compliance and mitigate against operational risks within the business and in the supply chain, as well as how to stay ahead of changes in the law. Read our featured insights below:
How to protect against operational risks in regulated customer communications
Managing regulatory risk in high volume customer communications
At last year's event, we covered the opportunities for organisations to improve their customer experience while maintaining a compliant, cost-effective and sustainable customer communications service.
Speakers discussed the benefits of taking small steps instead of implementing large scale, time-intensive overhauls to their customer experience.
