CX|UX|MR Conference 2025

09.30 Welcome from the Chair

Rachel Cope, Global Head of Growth, 2CV

09.40 Transforming Halford’s online customer experience and achieving record breaking results

Halfords faced challenges with its digital performance, particularly in customer experience (online NPS) which was far below the competition. Transforming the digital experience was a top priority for the CEO.

In this case study you’ll hear how in collaboration with Kantar, Halfords transformed online experience by blending CX and UX measurement technologies and by implementing an agile delivery model. This identified CX enhancements, which could be rapidly delivered live, and established a step change in how customer insight and behavioural data could deliver rapid commercial impact.

Hear how this approach achieved record sales growth of £50m and record NPS performance. 

Peter Aitken, Head of Customer Strategy & Insights, Kantar
Gareth Wallis, CX Measurement and Analytics Manager, Halfords

10.10 Enabling human centric decision-making: inside-out to outside-in

In today’s fast-paced global economy, it’s critical for brands to understand the importance of providing an exceptional customer journey. Brands must realise that nowadays, a stellar customer experience (CX) is far more complicated than just an amalgamation of the individual aspects of a customer’s interactions. It is more important than ever to be pulling User Experience (UX), Customer Experience (CX) and Employee Experience (EX) together to deliver a broader vision for all-encompassing organisational success.

Join Savanta’s, Dr Nick Baker, and Leeds Building Society as they highlight the benefits of a human-centric approach and how to apply it.

Dr Nick Baker, Chief Research Officer, Savanta
Leeds Building Society (tbc)

10.40 Evolving customer experience: challenges, measurement, and the impact of AI

In this fireside chat, Rachel and Emma will discuss real-world experiences in measuring and monitoring customer experience: the challenges involved, and how to design a CX programme that truly measures what matters. They will also explore how advancements in technology, including the growing role of AI, are reshaping the way customer experience is tracked, analysed, and improved.

Rachel Cope, Global Head of Growth, 2CV

In conversation with

Emma Dark CCXP, Director of Customer Experience and Operations, Cuckoo Broadband

11.10 Morning refreshments

11.40 Improving Walmart customers’ online and app experience

This case study demonstrates how Haleon’s oral health team used a blended methodological approach to encourage shoppers to purchase more oral health products via Walmart.com on app or website.

Hear how a blend of qualitative online shop-alongs which explored the website and app experience when shopping for oral care and a follow-up ‘qual at scale’ survey identified the main barriers to purchases and the necessary prompts needed to inspire conversion.

This study cemented Haleon’s position as a proactive partner for Walmart and identified practical improvements to Walmart.com to drive conversion and revenue growth for both parties via digital channels.

Nathan Hester, Client Director, Human8
Steve Lord, Shopper Insights Lead – Oral Health, Haleon

12.10 Scaling customer research operations: solving systemic challenges with a design mindset 

Springer Nature’s small Research Operations (ReOps) team of three, supports over 70 professionals conducting customer research. Many of the challenges faced in scaling ReOps—such as fragmented knowledge, low adoption, and misaligned priorities—are not just resource issues but systemic and design problems.

This session will provide practical takeaways for small teams looking to scale their impact, increase efficiency, and embed user-centered thinking into their operations.  Discover how a design mindset applied to Customer Research Operations and Knowledge Management can solve resource challenges, build empathy, and deliver inclusive, integrated insights.

Stephanie Marsh, UX Research Operations Lead, Springer Nature Group
Claire Alexopoulou, UX Research Knowledge Manager, Springer Nature Group
Rita Durate, UX Research Operations Senior, Springer Nature Group

12.40 Lunch

14.00 Mindshare's Reality Check 2024: commerce mindsets 

Mindshare’s latest report 'Reality Check 2024: Commerce Mindsets' explores the emotional and psychological needs that influence consumers’ decision-making during different buying experiences. Understanding these mindsets is helps craft relevant customer experiences but there is a need to translate this into the online journey, content and design.

This session will explore how the application of Mindshare’s Commerce Heuristics framework, a set of nine UX guidelines tailored for the nuances of online shopping leads to intuitive and effective online shopping experiences, smoothing the path to purchase and fostering greater CX.

Rachel Mulcahy, Digital Insights Director, Mindshare UK

14.30 Fireside Chat

Empowering voices: elevating women and people of colour in UX & CX research 

The UX and CX research fields, like many areas in tech, have historically been dominated by white male professionals. This homogeneity has shaped the industry's culture, methodologies, and even the products and services that are created.

In this fireside chat, Neha and Natasha will highlight what needs to change in our industry to create a more inclusive UX / CX research landscape and discuss how diverse perspectives can lead to more inclusive research methodologies, more representative user samples, and ultimately, better products and services for all users.

Neha Mittal, CX & UX Lead - EMEA, C Space 

In conversation with

Natasha S. den Dekker, Lead User Researcher, Santander

15.00 Afternoon refreshments

15.30 Hyundai - Best use of feedback and customer insight 

Join Hyundai and Kantar to discover how an innovative use of data and technology is enhancing customer experiences and driving business growth. Hear how Hyundai Europe's Lapsed Customer Programme, part of Hyundai's broader HCX initiative, leverages customer feedback to drive continuous improvement and customer loyalty.

The Lapsed Customer Programme identified through HCX feedback that customers often miss service reminders. By proactively engaging with customers at risk of lapsing, Hyundai has created a seamless rebooking process that not only resolves issues but also enhances customer retention. Hear how this initiative has led to impressive commercial impacts, including a remarkable 13% win-back rate in the Italian market, contributing nearly €1 million in revenue.

Sarah Ackling, Senior Client Success Director, Customer Experience, Kantar
Senior representative, Hyundai

16.00 Digital equity and inclusion in the AI age

In an era where artificial intelligence (AI) is rapidly transforming society, the risk of exacerbating existing inequalities looms large. AI could deepen the digital divide. Alternatively, it could create opportunities for the most disadvantaged.

This session examines how Good Things Foundation, a UK charity dedicated to fixing the digital divide, has leveraged  a comprehensive, iterative programme of research to improve its service design and develop better AI support for users.

Discover how the research distilled how and when to introduce common AI tools such as ChatGPT, Grammarly, Google Translate, Quilbot and chatbots to users to maximise take-up and proficiency.

Coco Ravan, Senior research Executive, Magenta
Katie Heard, Head of Research and Data Insights, Good Things Foundation
Jo Reynolds, Research & Evaluation Manager, Good Things Foundation

16.30 Closing comments from the Chair

16.40 End of conference