THIS CONNECT CITY TOUR
Hey, London, let’s shape the future of CX together!
June 5, 2025
Convene
133 Houndsditch
City of London, London EC3A 7DB, United Kingdom
We’re hopping over the pond for a day of expert insights, hands-on learning and thought-provoking conversations—centered around the future of AI, innovation, and customer experience.
Request your seat!
Why attend?
Because exceptional experiences don’t happen by chance—they happen by design. Whether you’re building the next big thing, crafting a new campaign, or refining your customer experience, you’ll walk away with insights and inspiration you need to make real impact.
Agenda
10:00 a.m.–10:30 a.m. Registration and breakfast |
10:30 a.m.–10:35 a.m Welcome Address Jamie Anderson, President, UserTesting |
10:35 a.m.–11:05 a.m. Keynote: The Experience Gap: What Brands Miss—and Why It Matters Now More Than Ever Johann Wrede, Chief Marketing Officer, UserTesting Details: As inflation, tariffs, and economic pressure reshape buying behaviors, customers are becoming more selective—and less forgiving. In this environment, price alone won’t win. In this keynote, UserTesting Chief Marketing Officer Johann Wrede, explores the growing gap between what companies think they deliver and what customers actually experience. He’ll unpack why traditional feedback methods fall short, how expectations have outpaced CX investments, and why closing the experience gap with real human insight has become a business imperative. |
11:05 a.m.–11:50 p.m. Fireside Chat With Bernard Marr, Futurist and International Best-Selling Author |
11:50 a.m.–12:00 p.m. Connection Break |
12:05 p.m.–12:45 p.m. Main stage presentation |
12:45 p.m.–1:45 p.m. Lunch |
1:45 p.m.–2:30 p.m. Fulfilling Brand Promises Through Human Insight and Design Guest panelists: Moderated by: Michelle Engle, Chief Product Officer, UserTesting As organisations grow, maintaining a strong connection with the customer—and consistently delivering on brand promises—becomes increasingly complex. In this panel discussion, cross-functional leaders will share how they are enabling more informed decision-making, driving innovation, and ensuring every product, service, and experience remains true to the brand. Join this conversation to learn how top enterprises are operationalizing customer centricity through insight-led design and collaboration. |
2:30 p.m.–3:00 p.m. Live taping of the Braw Tech Podcast With host Amy Kelly |
3:00 p.m.–3:10 p.m. Connection Break |
3:10 p.m.–4:00 p.m. Closing Keynote: The X factor of Customer Centricity Nancy Rademaker, International Keynote Speaker & Co-Founder at Drawify and Speakers Club |
4:00 p.m.–5 p.m. Happy hour, networking and turn your selfie into latte art |
Voices accelerating the future of CX
