Breakfast Workshop

Advances in the Measurement of Customer Experience

London   |   7th October
9am-11:45am Breakfast Session
TTEC, 4th Floor, Salisbury House, Finsbury Circus, London, EC2M 5QQ


According to Forrester “Customer Experience (CX) performance is flat for the third year in a row.” Why the stagnation? Have all the easy CX improvements already been made? Or is it simply that the measures need to be overhauled? For many organisations future CX improvements will be costly and time consuming. However, there is one new area of analysis that can still deliver significant business benefits – understanding the emotional state of customers and how they will behave in the future as a result.

Join TTEC and CXC’s Ian Golding on October 7th in TTEC’s central London office as we share the latest thinking on CX measurement and how to use new customer insights to deliver great experiences. Our speakers will discuss:

  • The past, present and future of CX measurement
  • A model for understanding how people make decisions
  • Using emotion analytics to understand what customers really value and why
  • Turning CX Insights into hyper-personalised experiences that engage and delight customers
  • Improving the performance of predictive models that can be deployed at scale
  • How to operationalise emotions to deliver great CX at lower cost

For more information contact Neil Russell-Smith at neil.russell-smith@ttec.com or +44 (0) 7548 272050

Join Us in London

9am Networking breakfast

9:30am Welcome and introductions

9:45am Measuring CX: the past, present & future - Ian Golding

10:30am Using emotion analytics to deliver great CX - Peter Dorrington

11:15am Workshop

11:45am Closing Remarks

Featured Speakers

Ian Golding

Customer Experience Consultancy


Ian Golding is a Certified Customer Experience Professional, Customer Experience Specialist and the founder of Customer Experience Consultancy. A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. Ian has published over 300 articles on the subject and delivered keynote speeches globally. Ian also served on the inaugural board of Directors of the Customer Experience Professionals Association (CXPA), of which he was a founder member. Ian was also the first person in the world to be authorised by the CXPA to teach the Certified Customer Experience Professional (CCXP) accreditation.


Peter Dorrington

Director of Customer Insights,


Peter Dorrington has continuously worked in both the public and private sector for nearly forty years, during which time he has seen and been engaged in dramatic transformations in both business technology and working practices. Currently, Peter’s focus is on using a combination of data and behavioural sciences to lead transformation in the implementation of Customer Experience (CX) solutions and to improve employee engagement (an often-overlooked contributor to customer experience). Whilst in this capacity, Peter invented a completely new way of analysing & predicting human behaviour; the Customer Experience Vector (CXV).

About Us

TTEC is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery centre of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

Customer Experience Consultancy was founded in 2012 and has worked with, guided, mentored and inspired, organisations and customer experience practitioners in over 35 countries worldwide. Underpinned by our belief in ‘doing what is right for our clients, their people and their customers’, we operate as specialists in ‘operationalising the customer experience’ – turning talk into demonstrable action. As founder members of the Customer Experience Professionals Association (CXPA) and the first to be authorised to teach the Certified Customer Experience Professional (CCXP) accreditation, we have experience deploying and managing customer experience programmes; developing knowledge transfer (training) solutions; creating/embedding employee engagement and advocacy initiatives.