The 11th Henley Conference on Customer Management

Customer Centricity in Practice

Insights into Service Marketing imperatives



Conference Host

Join your host, Professor Moira Clark, and a world-class panel of speakers drawn from Academia and from leading practitioners. This is an opportunity to gain valuable insights into customer engagement strategies.




You can reserve places using the form above and reservations made before October 16th, 2016 will earn a 10% discount on the standard conference fee of £750 plus VAT.
Alternatively you can email sarah.hiles@henley.ac.uk to reserve your places.



From Academia, in addition to hearing from Professor Moira Clark, we are delighted to announce that Professor Malcolm H.B. McDonald, Emeritus Professor at Cranfield School of Management and a Visiting Professor at Henley will be speaking at the conference.

Until 2003, Malcolm was Professor of Marketing and Deputy Director of Cranfield University School of Management, with special responsibility for E-Business. He also has extensive industrial experience, including a number of years as Marketing and Sales Director of Canada Dry.

Until the end of 2012, he spent seven years as Chairman of Brand Finance plc. He spends much of his time working with the operating boards of the world’s biggest multinational companies, such as IBM, Xerox, BP and the like, in most countries in the world, including Japan, USA, Europe, South America, ASEAN and Australasia.

In 2006 he was listed in the UK’s Top Ten Business Consultants by the Times.

He has written forty six books, including the best seller "Marketing Plans; how to prepare them; how to use them", which has sold over half a million copies worldwide. Hundreds of his papers have been published. Apart from market segmentation, his current interests centre around the measurement of the financial impact of marketing expenditure and global best practice key account management.

Conference Host

Conference Host  Conference Host;Conference Host                Conference Host          Conference Host

Practitioners will be presenting their case studies demonstrating their own customer focused approaches and how they listen to the voice of the customer. Confirmed as speakers are:

  • Stephen Ingledew, former Managing Director, Marketing at Standard Life
  • Nikki Flanders, Head of Customer Experience for the Business Division of O2 UK
  • Julian Hilton-Johnson, VP Corporate Relations – Europe, McDonald’s Corporation
  • Mike Havard, Director at Ember Services
  • Gary Booker, Marketing Strategist and former CMO of Dixons Carphone, O2, and Electronic Arts


If you haven't already done so, take a look at the programme to see what is in store for our delegates.