The 2024 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 keynotes, 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 | Format | Speakers | Description |
| 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. |
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The Connected Voice of the Customer
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Presentation | 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. |
| Going Beyond the Impact of Insight | Client Panel |
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.
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| 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. |
| Curiosity Workshops | Workshop |
Charlotte Vicary, The Customer Closeness Company |
An interactive session that invites you to explore the stages in building a culture of customer curiosity – Questions, Actions and Impact.
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| Creating Customer-Led Transformation | Client Panel |
Chris Martin, 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.
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| Succeeding in the Age of the Customer | Presentation | 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. |
Sign up now for immediate access to all 8 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 clientside panellists discuss the new frontiers of strategic relevance. Sign up now using the form on this page to:
- Learn directly from a range of industry experts from FlexMR, KPMG Nunwood, British Gas Business, Northern Reach, Saga, Specsavers, and more.
- Explore the different paths to and requirements for Customer Salience
- Gain better understanding of the 4C Framework in action
- Watch how Customer Salient organisations thrive in their respective industries
