Let's talk about CX: Managing Expectation vs Reality

Proudly part of Leeds Digital Festival 2025.

Customer's expectations are hugely important for any Brand to understand. However, Brands typically create high expectations which they fail to live up to. This is due to over-promising within their marketing and advertising or failing to evolve their offering to keep pace with innovation.

As a result, the reality of the Customer Experience often falls well short. This effect is felt even more so in an increasingly digital world. The quality of online and offline experiences are often very different. And Brands fail to use the full potential of new technologies.

Attendees will receive a snapshot of how we got here, and what they can do to help bridge the gap between expectations and the reality of customer experiences.

A great breakfast selection will be provided.

Panel Discussion: How to manage expectations vs reality in Financial Services

An in-depth debate focussed on Financial Services. A category which has felt the effects of the dynamic between expectation and reality more than most.

We will aim to look ahead to how we can understand customer expectations. Then design and deliver better customer experiences.

Panellists:

• Melanie Wilkinson, COO, Onepay
• Josh Hall, Senior Propositions Manager, First Direct
• Sam Goodacre, Director of Product, Lenvi

Talk: How to create customer experiences to exceed customer expectations

Customer Experience is simply wherever, and whenever, your brand interacts with your customers. Every moment is an opportuntiy to communicate who you are.

In this talk, you will hear how CX is building modern brands and helping to create growth. How to understand what your customers expect from you, and tips for how to design better customer experiences.

Talk by Tom Belt, Founder & Managing Director, AAWE.

Other details

After the event, Clockwise will be providing guest passes for all attendees to use the available co-working space for the remainder of the day.

We will be providing food and drinks for those in attendance. If you have any dietary requirements or allergies that we should be aware of, please inform us in advance so that we can accommodate your needs.

We are committed to making this event accessible to all attendees. If you have any specific accessibility needs or require accommodations, please don't hesitate to contact us.

Please note that this event will be photographed for promotional and archival purposes. By attending, you consent to the use of your image in event-related media. If you have any concerns or wish to discuss any privacy considerations, please feel free to contact us.

Info: Every Brand faces a challenge. They may talk the talk in their marketing and advertising, and create an expectation of what it is like to actually be a customer. But they then must walk the walk in the customer experience they provide. In this talk, you will hear how understanding what customers expect from you and exceeding this within your customer experience is the best way to create growth.

Info: Challenger banks changed what we expect from financial institutions. This shift was primarily based upon exceptional customer experiences. This panel features senior leaders in the world of Financial Services who will discuss how to stay informed about what their customers expect from them, and how they aim to design customer experiences to create growth.

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