Introducing the Customer Salience Summit 2024

Customer Salience Summit

A one-day hybrid event exploring how insight teams can deliver long-term value and create cultures of customer-centric decision making. Register today.

Ready to supercharge your insight team? This exclusive, one-day event investigates and explores the ways client-side research teams can utilise 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.

Join FlexMR, a roster of experts in marketing and culture building, plus experienced clientside presenters to learn the secrets of Customer Salience and how it represents a new frontier of strategic relevance.

Stay tuned as we continue to update the agenda with an exciting lineup of expert speakers and panellists.

Two Ways to Join

To get the full Customer Salience experience, join us on October 3rd 2024 at the RSA House Vaults in central London. For £99 +VAT, you'll receive in-person access to the full event programme, a catered lunch and networking drinks. Register to join the full, in-person experience here.

Online tickets provide access to a livestream of the Summit on October 3rd, including all presentations, keynotes and panels. In addition, you'll be able to re-watch all sessions on-demand from a week after the event. Register for the online event here.

The Summit Agenda

From 9am to 4pm, we'll be hosting an exciting and diverse range of sessions - including keynotes, client-side panels and interactive workshops. We'll dissect the challenges facing the market research and insight industry today, the intersection of data, customer experience and driving marketing success - plus much more.

Session Format Speakers Description


How AI Transforms Insight & Customer Experience


Keynote Susannah Spencer, KPMG Nunwood A deep-dive into the technological and behavioural and trends impacting customer experience and market research from the CX specialists at KPMG Nunwood.
An Introduction to Customer Salience Presentation Paul Hudson How often do your decision-makers think about customers? That's the question behind Customer Salience, borrowing from well-known marketing strategy to align insight teams around a powerful goal.
Going Beyond the Impact of Insight Panel Debate

Charlotte Duff, FlexMR

Liz Lamb, cardfactory

Rachel Chalke, Confused.com

Stuart Hotchkiss, British Gas

Hannah Fisher, Saga

In our first panel, a roster of experienced clientside insight leaders will discuss and evaluate the various ways to extend the life of your insight, from creative comms to new organisational structures and beyond.
What It Takes to Make Insight Famous Presentation Lucy Davison, Keen as Mustard Marketing
Join Keen as Mustard for an enlightening session on the tips, techniques and tools you can use to make your insight famous and drive long-term, strategic value.
Lunch Break - - -
The Secrets to Community Building Presentation Dan Knowles, Northern Reach How can you cultivate a community of customer-centric decision makers? Learn how to develop a thriving ecosystem of innovators in your organisation, connected to and constantly learning from customers.
Hands On With the 4C Framework Workshops Chris Martin, FlexMR
Stream #1: Achieving and Measuring Transformational Change
Stream #2: Connecting Decision-Makers and Collaborating Across Teams
Creating Customer-Led Transformation Panel Debate

Maria Twigge, FlexMR

Debra Walmsley, IMA

Iain Stanfield, Specsavers

In this fireside chat, we'll speak to clientside experts with experience driving customer-led transformation, and put your questions to them.
Succeeding in the Age of the Customer Keynote Danny Russell, Paul Hudson In the final session, we'll summarise how research and insight professionals add value in an increasingly fractured and technology-driven world, highlighting the role of strategy, communication & culture-building.


If you'd like to know more about Customer Salience before joining the Summit, check out the complete guide and toolkit - available here. Inside, you'll find tools for assessing your organisation's current capacities, an introduction to the 4C Framework and practical templates to kickstart your journey.

Introducing Our Speakers

Susannah Spencer - Insight Solutions Lead, Customer Advisory at KPMG Nunwood

Susie is a senior leader within the Customer practice at KPMG, specialising in designing and delivering insight and analytical led solutions that have a strong commercial application for clients. She spent the early part of her career at Millward Brown International specialising in brand and communication research for number of high profile global organisations, before spending 10 years at Marks & Spencer, where she headed up the research function. Susie's expertise lies in harnessing customer insight to identify how businesses can better serve their customers and drive growth.

Debra Walmsley - Customer Insight Consultant at the IMA

Debra has headed up Research and Insight teams at British Airways, Centrica, Saga and Halfords. Most recently she has been working with the team at Virgin Atlantic to support them in driving more impact from Insights, alongside her work as a senior adviser with the Insight Management Academy. She is a passionate advocate of customer-led change.

Iain Stanfield - Insight Lead at Specsavers

Iain is an insight professional with over 30 years experience in a variety of roles and across a broad set of sectors. Brand, advertising, product development, pricing and customer experience has been central to most roles providing experience of differing business challenges. He is a strong advocate of the role that insight can play in aiding and improving business decision-making through bringing a compelling understanding of the consumer into those situations

Liz Lamb - Director of Insight & Customer Experience at cardfactory

Liz is an experienced insight, data & CX leader and strategist with a proven record of driving transformation and growth. She is passionate about shaping better decisions through strong customer focus. A strategic thinker, clear communicator, and a strong navigator of complexity; Liz is am pragmatic and grounded with strong business acumen and excellent consultative, negotiation and people skills.

Hannah Fisher - Marketing Director (Cruises) at Saga

Voted one of the Top 10 Innovative Women in Digital Marketing, Hannah is an accomplished, entrepreneurial, and solution-oriented Marketing Director with over 22 years of experience working on market leading brands in the most competitive UK marketing environments. She has been working at Saga Plc for the last 3 years spearheading the Digital Marketing Transformation Strategy, which has delivered record Cruise Sales, a 33% increase in Gross Pax, and 15% improvement in CPA efficiency. Hannah is an active Mentor for Bloom, championing women in marketing, advertising & communications.

Rachel Chalke - Customer Insight Manager at Confused.com

Rachel is an experienced market research and insight professional driving customer-led transformation for Confused.com.

Stuart Hotchkiss - Advocacy Manager at British Gas Business

Stuary designed and deployed a transactional system to develop customer insight across the BGB customer journey. He uses this insight to feed change requirements to teams across the business and drive customer focused change. Additionally, Stuart manages various on going and one off research projects from defining stakeholder requirements through to delivering insight focused, useable results.

Lucy Davison - Founder & CEO at Keen as Mustard Marketing

Lucy is a strategy and communication expert with over 30 years’ experience in B2B marketing. She founded Keen as Mustard Marketing in 2006 as a specialist agency to provide marketing communications support to clients in data, research and insight. She has judged the Market Research Awards, helped launch the Design Effectiveness Awards, founded Women in Marketing and Design and has acted as a Council member of ESOMAR.

Danny Russell - Non-Executive Advisor at FlexMR

An insight industry veteran, Russell is the former Marketing Strategy Director at Sky, who has held senior positions at Boots, Kraft Foods, British Airways, PaddyPower and O2 Telefonica. Since founding a consultancy in 2015, he has worked with a range of consumer businesses, including 21st Century Fox, The Economist, Ladbrokes, Metro Bank, Vodafone and Zwift.

Paul Hudson - Founder & CEO at FlexMR

Paul is an experienced insight leader, working at the intersection of technology and service to drive customer insight into every decision. He has worked with global brands to build effective and impactful research programs that take advantage of cutting edge technology and the latest in strategic thinking.

Dan Knowles - Community & Ecosystem Builder at Northern Reach

In a world where innovation and economic development plays a critical role in community building, Dan helps businesses thrive across hard to reach regions. He has an infectious enthusiasm for technology and cyber sectors across the North, and is driven to support its future development.

About FlexMR

FlexMR is the Insights Empowerment Company. As markets grow and consumers evolve, brands must fight to stay at the forefront of industry. To succeed in this competitive landscape, research teams need an insights partner they can rely on. A partner dedicated to their success. That’s what we do. We thrive on making insight more relevant, more accessible and more impactful - whilst overcoming the challenges that modern research, product and marketing teams face.

For press enquiries

To discuss press and media enquiries please contact Christopher Martin, FlexMR CMO, by email at chris.martin@flexmr.net or via telephone on 015395 65455.

Arrange a meeting

We love to meet passionate research and insight professionals. If you'd like to arrange a chat with one of our team at an event we'll be attending, contact Chris Martin by email at chris.martin@flexmr.net or via telephone on 015395 65455.



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