Customer Salience Summit 2025

Customer Salience Summit 2025

Join 100+ insight professionals for the only UK conference dedicated to helping you put customers at the heart of business decisions.

17 followers
By FlexMR
17 followers
20 events hosted 📈

Date and time

Tuesday, October 7 · 9am - 5pm GMT+1

Location

RSA House Venue Hire

8 John Adam Street London WC2N 6EZ United Kingdom

Refund Policy

Contact the organizer to request a refund.

Agenda

9:15 AM - 10:15 AM

Presentation - The Business Case for Salience: Why Insight Isn't Enough

Paul Hudson


Discover how to supercharge research and insight by creating a culture of customer centricity that informs decisions and closes delivery gaps.

10:15 AM - 10:45 AM

Presentation - Going Against the Grain: What Brands Get Wrong About Customers

Dr Alan Gilchrist


Dive into the academic foundations that marketing is based on, and join Dr Alan Gilchrist from Lancaster University Management School in challenging common misconceptions about customers along the wa...

10:45 AM - 11:15 AM

Coffee Break

11:15 AM - 11:45 AM

From Insight to Action: Creating a Customer Seat at the Table

Ellie Osborne


Discover how Saga have built a solid foundation of customer-centric decision-making that goes beyond isolated research projects, extending ongoing insight into the core of business activities.

11:45 AM - 12:30 PM

Workshop - Fuelling Customer-Centric Thinking with the Innovation Trifecta

Gerardo Mazzeo


Explore what drives customer-centric innovation and the programmes that have driven continued success at Nestlé with The Innovation Kitchen in this online exclusive session.

11:45 AM - 12:30 PM

Beyond the Data: Framing Customer Strategy With the Right Questions

Judy Taylor


Discover what it takes to create a winning customer strategy in this interactive session which uses narrative modelling and process design techniques to develop programmes of transformation with purp...

12:30 PM - 1:15 PM

Lunch Break

1:15 PM - 1:45 PM

Panel - Mistakes that Mattered: Customer Insight Lessons Learnt the Hard Way

Georgie White

James Sallows

Charlotte Duff


We learn from failure, but rarely talk about it. This grounbreaking and thought provoking panel aims to change that with brave clientside panellists sharing the mistakes and challenges that helped th...

1:45 PM - 2:15 PM

[Clientside Presentation TBA]

2:15 PM - 3:00 PM

Workshop - From Boardroom to Living Room: Connecting Stakeholders & Customers

Charlotte Vicary


Fan favourite Charlotte Vicary returns to the Customer Salience Summit to host an interactive workshop on empathetically connecting stakeholders to customers.

2:15 PM - 3:00 PM

[Online Workshop TBA]

3:00 PM - 3:30 PM

Afternoon Break

3:30 AM - 4:00 PM

Panel - Argumental: A Recipe for Insight-Driven Collaborations

Iosetta Santini


Things are going to get heated as two teams of clientside practictioners go head-to-head in this fierce debate about the factors that lead to successful, customer-centric collaborations.

4:00 PM - 4:30 PM

Presentation - Tuning In: The BBC Blueprint for Audience Insight

Jane Callingham


How does a national media brand with a mandate to represent and appeal to all stay true to its mission? Discover the secrets to mass marketing brand success with BBC Director of Brand, Jane Callingha...

4:30 AM - 4:45 AM

Plenary - Activating Customer Salience: What Will You Do Next?

Danny Russell

Paul Hudson


In this closing plenary, we'll reflect on learnings from a packed agenda and you the all important question - what will you do now?

5:00 PM

Networking Drinks

About this event

  • Event lasts 8 hours

Ready to turbocharge your insight team and take the lead in building a customer-centric culture? This exclusive, annual conference explores the ways client-side research teams can utilise 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.

Join FlexMR, a roster of experts in marketing and culture building, plus experienced clientside presenters to learn the secrets of Customer Salience and how it represents a new frontier of strategic relevance.

Here's what delegates had to say about the 2024 Customer Salience Summit, which was rated an average 9.7 out of 10 by attendees:

"The day was really inspiring. I've come away with lots of new ideas" - Rose Hadden, Head of Customer & Market Insight at City & Guilds

"A fantastically organised event with great speakers and content offering food for thought plus many actionable tips" - Anna Apostolopoulos, Global Director of Insights at Pearson

"Really relevant, engaging and honest speakers. Plus the summit was great for networking too" - Andy Smith, Customer Insight Manager at NFU Mutual

Stay tuned as we continue to update the agenda with an exciting lineup of expert speakers and panellists.

Two Ways to Join

To get the full Customer Salience experience, join us on October 7 at the RSA House Vaults in central London. For £150 +VAT, you'll recieve in-person access to the full event programme, a catered lunch and networking drinks.

Online tickets provide access to a livestream of the Summit on October 7, including all presentations, keynotes and panels. In addition, you'll be able to re-watch all sessions on-demand from a week after the event.

A Primer on Customer Salience

If you'd like to know more about Customer Salience before joining the Summit, check out the complete guide and toolkit - available here. Inside, you'll find tools for assesing your organisation's current capacities, an introduction to the 4C Framework and practical templates to kickstart your journey.

You can also watch the full, on-demand recording from the 2024 Customer Salience Summit here.

Introducing Our Speakers

Georgina White - Chief Customer Officer at Holland & Barrett

White's focus as CCO is empowering teams to create brilliant outcomes for customers that drive commercial results. She is an experienced customer leader, having established teams and improving business performance for brands such as BT/EE, British Gas, Hive, Capital One & Merrill Lynch. She has held roles In the UK and globally covering Insight, Data and Commercial within both B2C and B2B environments, plus sits on the Board of the Market Research Society

Jane Callingham - Director, Brand at BBC

Callingham is responsible for developing and implementing the BBC portfolio brand strategy, shaping the organisation's annual marketing plan, plus all pan-BBC marketing activity. Prior to joining the BBC, Callingham spent 10 years in advertising agencies and as a brand consultant planning campaigns for brands including the Evening Standard, TfL and Waitrose. Her career highlights include helping to secure the future of the BBC Royal Charter, and getting in the lift with Louis Theroux.

James Sallows - Global Marketing Effectiveness Director at The LEGO Group

With over 20 years of experience in media and market research, Sallows has a track record of growing and transforming teams by innovating with data, technology and talent development. His career has spanned senior positions at Kantar, Ipsos, Schlesinger Group, IPG Mediabrands and leading consumer health company Haleon.

Ellie Osborne - Senior Insight Lead at Saga

Osborne is passionate about driving business change through actionable insights. Skilled across qualitative, social, and quantitative methods, she designs and leads complex, high-impact projects. She excels at stakeholder engagement, insight activation, and has spoken at ESOMAR and other major industry conferences.

Dr Alan Gilchrist - Associate Professor at Lancaster University Management School

Using ethnographic approaches, Dr Gilchrist helps both research and practitioner communities alike comprehend and understand complex organisational strategising. His research on leadership, managerial sense-making and researcher motivation has been published in leading journals such as the British Journal of Management, Industrial Marketing Management and European Journal of Management.

Charlotte Vicary - Founding Director at The Customer Closeness Company

Vicary is a co-founder of The Customer Closeness Company, AURA’s double-winning Best Small Agency of the Year. Her professional mission is to help businesses grow by improving customer lives. Closing the gap between people in business and their customers is central to this, and she works with clients like BT, Twinings and NatWest to do just that. In 2022, her collaboration with BT Insight won AURA’s coveted Insight Impact award.

Iosetta Santini - Account Director at Keen as Mustard Marketing

Santini is a creative and enthusiastic professional in the B2B marketing industry. With a decade of experience, she has supported international clients across multiple sectors, and knows how to transform complex messages into engaging stories. She contributes to Greenbook, presents at international events, and has been shortlisted for prestigious industry awards, including the Greenbook Future List and Significant Insights’ 30 under 30.

Gerardo Mazzeo - CEO of The Innovation Kitchen

With over 30 years of marketing experience, Mazzeo has worked extensively with Kraft and in senior leadership positions in Nestle. As a core member of the Global Marketing Team, and in the role of Global Innovation Director, he supported capability building ia “Brand Building the Nestle Way” (BBNW). Mazzeo's consultancy, The Innovation Kitchen, is a trusted partner of PepsiCo, Kellogg’s, Weetabix and a variety of food tech startups.

Judy Taylor - Managing Director of ConsultJMT

Taylor is a seasoned qualitative researcher and strategic planner with over 30 years of experience. She founded and led a 50-person full-service agency with offices in the UK and USA. Now, Taylor serves as a NED, consultant, and advisor to start-ups, specialising in communications and strategy. She is also a trusted C-suite facilitator, industry trainer, and global brand strategist, bringing deep expertise in insight-driven decision-making.

Danny Russell - Non-Executive Advisor at FlexMR

An insight industry veteran, Russell is the former Marketing Strategy Director at Sky, who has held senior positions at Boots, Kraft Foods, British Airways, PaddyPower and O2 Telefonica. Since founding a consultancy in 2015, he has worked with a range of consumer businesses, including 21st Century Fox, The Economist, Ladbrokes, Metro Bank, Vodafone and Zwift.

Paul Hudson - Founder & CEO at FlexMR

Hudson is an experienced insight leader, working at the intersection of technology and service to drive customer insight into every decision. He has worked with global brands to build effective and impactful research programs that take advantage of cutting edge technology and the latest in strategic thinking.

Frequently asked questions

What time does registration open?

Registration will open at 8:00am. Coffee, tea and biscuits will be served until the opening presentation begins at 9:15am.

What accessibility options are there?

Blue Badge parking bay is available on John Adam Street opposite the entrance to RSA House. There is a dedicated wheelchair ramp adjacent to the main entrance. On arrival please ring the intercom to speak to the Reception team and the door will then be opened automatically.

What food and drink will be available?

Tea, coffee, soft drinks and biscuits will be available during networking and refreshment breaks. A seasonal buffet will be provided for lunch. All in-person attendees will recieve an email regarding dietary preferences ahead of the event.

What is the refund policy?

Online, livestream tickets are provided free of charge with no face value and are non-refundable. Tickets to attend in-person at the RSA Vaults are eligible for a 100% refund until October 5. No refunds can be provided after this date.

Organized by

17 followers
20 events hosted

FlexMR is the insights empowerment company. Our mission is to empower research, product and marketing teams. We help our clients to act decisively, stay close to customers and embed agile insight at the heart of every decision.

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