Creating Meaningful Customer Experiences in a Changing Landscape

The 14th Henley Conference on Customer Management




Conference Host

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







The standard conference fee is £275 plus VAT with a discount price of £450 available for 2x attendees registered at the same time.
Members are allocated a number of free places and can book additional places at the special discounted rate of £150.

You can book places by clicking on the link below or you can email to Daniel Bateman to arrange for your places.





You can find out more about the conference below. For full details, take a look at the full programme to see what is in store for our delegates.







Our annual conference

Every year the Henley Centre for Customer Management at Henley Business School hosts a conference with a difference.

We put together a rounded agenda consisting of leading academic and industry speakers, complemented by business leaders from some of the foremost practitioner companies in the world of customer experience.

Our conference facility is designed to provide an informal atmosphere for a select group of engaged delegates (maximum capacity is approx 100 seats).

The result is a great day of learning and the opportunity to network with like-minded individuals from a wide range of organisations.



This year's speakers

In addition to hearing from Professor Moira Clark we are delighted to welcome a great panel of speakers who will be presenting their informed views as recognised commentators or their practitioner case studies demonstrating their own customer focused approaches and how they listen to the voice of the customer. Hear from:



Clive Humby

Chief Data Scientist, Starcount

Gary Booker

Chief Marketing, Innovation & Strategy Officer Rentokil Initial

Joe Marshall

Managing Director, Customer Experience at Ipsos MORI

Krista Korelin

Director, Digital Services at OP Financial Group, Finland.

Mark Hamson

MD, Corporate & Consumer at Simplyhealth

Martin Dodd

CEO, Huntswood

Jeremy Eustace

Director, SAAS Customer Success at Oracle

Moira Clark

Professor of Strategic Marketing, Henley Business School





What people said about our last conference

Such a diverse group of speakers, I learnt so much.

Thank you for the wonderful conference!

High quality venue & event.

In 2018, the end of year conference had a brilliant line up of speakers and the whole event was a real highlight of the year.

The venue was absolutely stunning and it was lovely to be able to experience it. The overall event was fantastic and I got a lot from the conference ... a lot of fun and a great networking opportunity.

Really good range & quality of speakers with the willingness to share, relaxed style to day. Really great.



Past speakers

Mark Evans

Marketing Director, Direct Line

Gordon Scorer

CEO, The London Wildlife Trust

James Hallatt

Global Head and SVP, Oral & Skin Health, GSK

Siobhan Hennessey

Head of Shopper Experience, Musgrave Retail Partners

Kate Ancketill

Founder and CEO, GDR Creative Intelligence

Laura Brown

Retail Director, Harrods

Paula Stannett

Chief People Officer, Heathrow

John Timpson

Chairman, The Timpson Group

Chris Skinner

Chairman, The Financial Services Club

Evert Gummesson

Emeritus Professor, Stockholm Business School

Clare Muscutt

Head of Customer Experience, Sainsbury's

David Wilson

EMEA Head of Consumer Goods Strategy, Facebook Inc.

Leonie Foster

Customer Director, Dunelm

Julian Hilton Johnson

Vice President, Corporate Relations, McDonald’s Corporation

Ben Page

Chief Executive, Ipsos MORI

Gordon Willoughby

Director, Category Leader, Amazon.co.uk





Our beautiful location

The "Greenlands Campus" is a gorgeous Thames side campus just outside of Henley-on-Thames.

Records indicate that there has been a house on our Greenlands site for 500 years, although the house would have originally been much closer to the river.

Greenlands has been home to a series of notable families and individuals throughout its lifetime. These include Thomas Chaucer, son of Geoffrey Chaucer; Robert D'Oyley, Sheriff of Oxfordshire in 1573; Bulstrode Whitelock, Oliver Cromwell's Ambassador to Sweden and most recently WH Smith, who bought the existing house in 1871. Queen Elizabeth I is also known to have visited on more than one occasion, most likely when staying at her royal palace in Reading.

The site became the home of a new Administrative Staff College in 1946, first welcoming students in 1948. In 1952, after the unexpected death of Viscount Hambleden from whom the College leased the site, an opportunity to purchase Greenlands' 30 acres arose. The College was renamed Henley Management College in 1991, and following the 2008 merger with the University of Reading became Henley Business School.

Today, the world-ranked Henley MBA, The Henley DBA and our executive education programmes are delivered at Greenlands.

You can find directions to Greenlands at How to find us



Current and past members of our centre