Six Key Stages To Owning The Entire Customer Experience

01 April 2014

Digital consumers today expect recognition when they first interact with a brand and then expect that brand to pay attention throughout their entire journey of interaction. This consistent dialogue with consumers is fundamental to customer retention and expansion.

But your customer experience must adapt to cater for consumers at every individual stage in their journey - from first interaction with your brand to the purchase stage to becoming a long term customer.

In this live Brand Republic webcast, we’ll be discussing 6 key stages of the customer experience journey to ensure your strategy is personalised, agile and tailored at every junction.

Informed by survey results with over 150 marketers, this webcast will tackle your key questions:

  • Pre-purchase: What customer experience should you give to nurture new fans? How do you show you value them while enticing them to purchase?
  • Journey transitions: From pre-purchase to post-purchase, offline to online, how smooth are your transitions? Is each stage consistent, tailored and attentive to customer needs? 
  • Post-purchase: How should you treat your long term customers? How do you keep the magic going to continually engage them? 
Sponsored by: Sitecore
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Brian Walmsley

Job Title: CMO
Company: Treehouse Group

Brian Walmsley is the Chief Marketing Officer for Bounty and the Treehouse Group, leading a portfolio of market leading parenting BR around the world including Bounty in the UK, Mom365 in the US and BabyOkay in China.

Prior to this, Brian was UK & Ireland Marketing Director for Johnson & Johnson including brands such as Neutrogena, Aveeno, Johnson’s Baby, Piz Buin and Clean & Clear. Highlights included leadership of the Johnson's Baby 'Touch of Magic' advertising campaign, the launch of the Johnson’s Baby Bedtime range, Clean & Clear Morning Energy and the industry-leading J&J Beauty Care Journalism awards.

In 2006, Brian launched the social enterprise to offer ‘Beautiful Gifts with a Heart’ - which provides co-operatives and Fair Trade producers in Africa, Asia and Latin America with access to western markets.

Awarded fellowship of the Royal Society of Arts, a patient fan of Reading FC and a slow marathon runner.


Lindsay Herbert

Job Title: Head of Digital
Company: Precedent

Lindsay leads the vision on Precedent’s major accounts, working closely with delivery teams internationally to create innovative solutions and integrate online technology across every aspect of the clients’ business. A judge at last year’s DADI Awards, Drum Magazine’s awards for digital innovation, Lindsay also regularly shares insights and best practice as an industry speaker.


Billy Butler

Job Title: Director, Global Customer Quality
Company: Dell

With over 21 years experience in the IT sector, Billy has spent the last 15 years in various senior leadership roles at Dell, both at a regional level (Europe, Middle East and Africa) as well as globally. This has included Manufacturing, Engineering, Supply Chain Management, Business Operations and Customer Experience. 

In his current role as director of Global Customer Quality, Billy and his leadership team provide a streamlined and efficient Field Quality Management service for Dell Customers while supporting Dell’s sales functions in growing new business opportunities through Continuous Improvement initiatives and Executive Business Reviews. In this regard, the Customer Quality team is the Voice of Quality for our Customers and they ensure that all product and related feedback is directed to the Global Product Group to ensure that Dell customer opinions are heard and integrated into all future product designs. 

Under Billy’s leadership, the EMEA Quality team received the 2010 Ruban d’Honneur Award for Customer Focus from the European Business Awards group. From a group of 15,000 companies across Europe, Dell was one of only ten such recipients for this prestigious award.

Moderated by:

Georgia Cockerell

Job Title: Head of Content
Company: Brand Republic Insight

Georgia joined Haymarket Business Media in 2011. She is responsible for creating innovative content and events across various B2B markets within Haymarket, ranging from renewable energy through to marcomms, including heading up the production for Brand Republic Insight. In terms of products, Georgia's remit covers video, online streaming, webcasts, interactive virtual summits, DVDs and websites. Georgia will draw on her experience within the digital space to ensure your most pressing questions are fielded in the webcast.