The 2025 Customer Salience Summit was a one-day hybrid event exploring how insight teams can deliver long-term value and create cultures of customer-centric decision-making. Access the on-demand recording now to watch the Summit now.
FlexMR hosted an exciting and diverse range of presentations, client-side panels and interactive workshops, complete with valuable opportunities to connect and learn directly from fellow attendees. Both online and in-person, we dissected the challenges facing the market research and insight industry today, the intersection of data, customer experience and driving marketing success - plus much more.
Our experts investigated and explored how client-side research teams can use marketing fundamentals to deliver long-term value, create a culture of customer-centric decision making and solve some of the most pressing challenges in modern business.
| Session | Speakers | Description |
| The Business Case for Customer Salience | Paul Hudson, FlexMR | Discover how to supercharge research and insight by creating a culture of customer centricity that informs decisions and closes delivery gaps. |
| The Problem With Marketing: What Brands Get Wrong About Customers | Dr Alan Gilchrist, Lancaster University Management School | Dive into the academic foundations that marketing is based on, and join Dr Alan Gilchrist from Lancaster University Management School in challenging misconceptions about customers along the way. |
| How to Create Strategic Momentum with Customer Insight |
Nicola Stevens, Ravenswood Strategy Ellie Osborne, Saga |
Discover how Saga have built a solid foundation of customer-centric decision-making that goes beyond isolated research projects, extending ongoing insight into the core of business activities. |
| Fuelling Customer-Centric Thinking with the Innovation Trifecta | Gerardo Mazzeo, The Innovation Kitchen |
Explore what drives customer-centric innovation and the programmes that have driven continued success at Nestlé with The Innovation Kitchen in this online exclusive session.
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| Better Strategy Starts With Better Questions | Judy Taylor, ConsultJMT | Discover what it takes to create a winning customer strategy in this interactive session which uses narrative modelling and process design techniques to develop programmes of transformation with purpose and value. |
| Why Cleverness is the Secret Weapon of Market Research |
Jane Frost CBE, The Market Research Society |
What do senior decision-makers care about? And how does market research better communicate value to key audiences? Join MRS CEO Jane Frost to explore timeless strategies.
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| The Hot Seat: Customer Insight Lessons Learnt the Hard Way |
Charlotte Duff, FlexMR |
We learn from failure, but rarely talk about it. This groundbreaking and thought provoking panel aims to change that with brave clientside panellists sharing the mistakes and challenges that helped them find future success. Charley is joined by James Sallows, Georgina White and a brave audience member...
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| Preventing Customer Drift: Lessons from Startups and Scaleups |
Yuliia Krupenko, Waggel |
Join an experienced marketing leader to discover how startups scale fast whilst building a culture of customer-centricity. Discover how to localise insights, act fast and bring strategic leadership closer to the insight that matters. |
| Boosting Stakeholder Engagement using Behavioural Science |
Chris Harvey, Activate Research |
Discover how learnings from behavioural science can help you to best engage stakeholders with customer insights in this online exclusive session from Activate Research. |
| Pitch Battle: The #1 Thing You Can Do Today to Engage Stakeholders |
Iosetta Santini, Keen as Mustard |
Things get heated as client-side practitioners go head-to-head in this fierce debate about how to immediately engage stakeholders. Iosetta is joined by: Clare Woodward, Guillermo Fernandez, Becci Toone, Liz Boffey and Rupesh Patel. |
| The BBC Blueprint for Building a Customer-Centric Brand |
Jane Callingham, BBC |
How does a national media brand with a mandate to represent and appeal to all stay true to its mission? Discover the secrets to mass marketing brand success with BBC Director of Brand, Jane Callingham. |
Sign up now for immediate access to all sessions. You'll get the inside edge on and multiple perspectives on how to put the customer at the centre of decision-making. You'll also see a range of experienced client-side panellists discuss the new frontiers of strategic relevance.
