Future CX London 2019 – Resources

On November 27th 2019, Orlo brought you Future CX London, in partnership with the UKCCF. Inspiring speakers from some of the UK’s biggest brands took to the stage to share social media and customer experience (CX) strategy, best practice and success stories.

The event delivered insight on a breadth of topics – from the role of emotion in CX and the latest thinking to come out of neuroscience, to building trust through social media in a regulated industry, right through to the importance of maintaining mental health as professionals in the comms industry.

Tap into all the knowledge shared on the day by watching the videos below.



Welcome to Future CX
Stuart Banbery, Marketing Director, Orlo

The Psychology of Customer Interaction
Martin Hill-Wilson, Owner of Brainfood Consulting

Digital assist customer experience
Zeta Antoniou, Digital Interactions Manager (Live Chat & Social Media) at Three

A look to the future…
Ben Nimmo, Founder and CTO of Orlo

Growing trust in HSBC via
social media

Eduardo Beltrao, Global Head of Social Media Governance at HSBC

Social in a social business
Jarrod Williams, Communications Manager at Bromford

Forecasting great social content – come rain or shine
Ross Middleham, Content and Social Lead at the Met Office

The unspoken challenge: managing mental health
Leanne Ehren, Operational Stakeholder Lead at Anglian Water

Enabling a CX data culture
Daniel Langton, Director of Customer & Partner Experience at Microsoft

There’s more to Behavioural Science than ‘nudging’
Eleanor Heather, Associate Director at Behavioural Architects

Reach, engage and inspire more of your customers, when they need you most. Discover the Orlo ecosystem, used by hundreds of the UK’s leading organisations. What could it do for you?


Check out all the social coverage and conversations from #OrloFCX


Download your copy of our ‘Emotive Online CX Trends 2019’ guidebook. With insight from Virgin Trains and Thames Water, find out why emotion drives behaviour and how to harness it to supercharge sales and support.