Customer Experience

Wednesday 18th October

Customer Experience Forum

Exploring the Science of Loyalty

Join Adobe and your digital, marketing and creative peers on Wednesday 18th October, as we welcome Dr. Chris Brauer from Goldsmith’s University to uncover exclusive research findings into how consumer loyalty is changing in the digital era.  
We’re in a culture of transformation – people are becoming dynamic, agile and able to constantly evolve alongside technology. This research aims to show brands how to move forward into the new world of loyalty, meeting consumers where they love to be; creating mobile, accessible and multi-dimensional experiences.
We are pleased to welcome an impressive line-up of guest speakers, including:
  • Dr Chris Brauer, Director of Innovation at Goldsmith’s University, providing an in-depth overview of the latest research and the compelling links between brand loyalty and customer experiences 
  • Saul Lopes, Customer Lifecycle Lead at Virgin Holidays, revealing why they have implemented a customer experience-focussed strategy and the importance of a personalised approach in achieving results.
  • Nicolas Meriel, Senior Digital Strategist at Swisscom, discussing the importance of automation in creating personalised customer experiences
  • Lara Izlan, Director of Commercial Platforms & Operations at Auto Trader, offering her insights into audience segmentation algorithm’s and their relevance in creating the very best car journey experiences
  • Jamie Brighton, Product & Industry Marketing at Adobe, revealing some exciting innovation that explores the art of what's possible with Adobe technology, to help inspire the experiences of tomorrow.


Places are limited so please register now to avoid disappointment
Date & Time
Wednesday 18th October, 2017 
08.30am - 13:00pm



Featured speakers


David Burnand
David is the Director of Enterprise Marketing EMEA for Adobe, one of the world’s leading software companies. He is responsible for the development and implementation of Adobe’s marketing strategy in Northern and Central Europe, as well as leading our Experience Cloud campaigns across Europe, Middle East and Africa. Prior to joining Adobe, David held global marketing leadership roles at Siemens and Atos and he also led the London office of Stein IAS – the World’s most awarded B2B agency – developing marketing strategies for brands including Samsung, KPMG and Juniper Networks. His work has won several awards including Best International Campaign at the B2B Marketing Awards, as well as multiple honours at the BMA’s B2 Awards in the United States.
Dr. Chris Brauer
Chris Brauer is Director of Innovation in the Institute of Management Studies (IMS) at Goldsmiths, University of London and is Founder of the Centre for Creative and Social Technologies (CAST).  He is a Canadian-born academic and entrepreneur living and working in London. He revels in the intersections of disciplines and boundaries including those between industry and academic and those between academic disciplines. His current research projects with industry partners include artificial intelligence, consumer behaviour, smart energy, connected homes, wearable technologies, cryptocurrencies, and mobile security. Chris regularly appears in media and press analysing digital media, emerging technologies, and digital economies and politics. His primary current teaching and research interests are in management studies, innovation, digital journalism and sociology or the intersections of technologies and craft.
He is Managing Director of Smoothmedia, holds numerous non-executive and Chairman roles with UK organisations and manages creative industry investments for London-based investment bank Clarity Capital.
Saul Lopes
Saul is the Customer Lifecycle Lead at Virgin holidays having had a strong background in travel as a commercial marketer across private aviation, luxury hotels and package holidays. With over 10 years’ experience in Product Development, Analytics, Customer Relationship Management and Loyalty, Saul is a truly data-driven innovator in customer experience. Most recently he has led Virgin Holidays on a transformational journey towards a customer centric growth strategy.
Lara Izlan
Lara joined Auto Trader in 2015, and is responsible for the structure and strategy of business’ commercial advertising platforms and operations. Originally joining to lead the programmatic and audiences team, her role has grown to jointly manage a talented team covering programmatic, data & audiences, analytics & insights, ad technology and campaign management functions.  Lara and her team launched Auto Trader’s first data management platform, built an in-house media buying team and developed a commercial strategy for the company’s first-party automotive intent data.  Prior to joining Auto Trader, Lara spent seven years at the Telegraph - first working on digital strategy and analytics, before moving into advertising in 2011 where she built the Telegraph’s programmatic business. Lara previously worked for Disney, AOL, a Silicon Valley mobile start-up, and as an equity investment analyst. Lara holds an MBA from London Business School, a Masters in Social Psychology from London School of Economics, and an Economics degree from Harvard University.
Jamie Brighton
Jamie has worked in digital marketing for over 15 years, 10 of those with Adobe helping clients implement and adopt optimisation, personalisation and behavioural targeting. He has experience client, agency and vendor-side and has worked in digital marketing for Adobe in EMEA and APAC, covering the South East Asia region.
In his current role, Jamie is part of the product and industry marketing team, heading up product marketing for the Adobe Marketing Cloud in EMEA. His current areas of focus include mobile optimisation and the role of the marketing cloud in today’s marketing landscape.
Nicolas Mériel
Nicolas Mériel has gathered over 15 years of online experience and has worked as Interactive Marketing Manager at eCommerce service provider GSI Commerce (now eBay Enterprise). Nicolas then joined Omniture (now Adobe) in the role of Team Lead Test &Target EMEA. During the acquisition by Adobe, Nicolas had the opportunity to join Adobe Training Services as a Corporate Trainer and Consultant for all Omniture powered solutions as well as Adobe Scene7. In 2012, Nicolas joined Swisscom, Switzerland’s leading telecom provider, as Senior Online Business Strategist.  Nicolas speaks five languages and has been a regular speaker at Adobe Summit as well.

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Should you have any questions about your registration, please contact us at  or call: 01462 744932