Our Headline Sponsor
Join us at ConnectCX Summit 2025 for a full day of inspiration, insight and connection. From powerful keynote talks and eye-opening research, to practical guest sessions, lively panels and relaxed networking, this event is all about helping you elevate your customer experience to the next level.
Whether you work directly with customers or lead from a strategic level, this is your opportunity to gain new tools, fresh thinking and meaningful connections – all in a warm and welcoming setting with like-minded people who are just as passionate about service and impact as you are.
• Tuesday 11 November 2025
• Eastwood Hall, Nottingham
Event Agenda
10:00 AM – 10:15 AM
Welcome and Introduction
We’ll get the day started with a friendly welcome and overview of what’s ahead.
10:15 AM – 11:00 AM
Keynote – Pete Cohen
Elevating the Customer Experience with the Power of Intentions
Sponsored by Alliance Leisure
Discover how being intentional can transform every customer interaction into something truly memorable. In this energising keynote, Pete Cohen explores how aligning purpose, mindset and behaviour empowers teams to create experiences that go far beyond simple transactions. Expect to leave with practical tools and new motivation to raise the standard of service and turn everyday moments into exceptional ones.
11:00 AM – 11:15 AM
Award Presentations
Join us as we celebrate outstanding achievements in customer experience.
11:15 AM – 11:30 AM
Coffee Break
Time to grab a cuppa and connect with fellow delegates.
11:30 AM – 12:15 PM
Featured Expert – Dr Melvyn Hillsdon
What Non-Members Really Think: The Expectation Gap in Fitness
Sponsored by Active-Insights
In this brand-new research, revealed for the first time, Dr Melvyn Hillsdon uncovers what non-members really think about gyms – their doubts, motivations and why so many never join or quickly drop out.
Delivered in partnership with Active-Insights and powered by The Retention People (TRP), this session is packed with surprising findings that will challenge assumptions and give you fresh strategies to attract and keep more members.
12:15 PM – 12:30 PM
Award Presentations
Recognising innovation and collaboration in service delivery.
12:30 PM – 1:15 PM
Lunch Break
Enjoy a delicious, nutritious lunch and take time to explore our partner showcases.
1:15 PM – 1:45 PM
Guest Expert – Tony Eames
Beyond the Gym: Building Real Communities That Move
Tony shares how a personal challenge transformed his outlook on movement and inspired a new way of thinking about growth in the fitness industry. With just 16% of UK adults holding gym memberships, the real opportunity lies in reaching the other 84%. Learn how building real, inclusive communities – not just adding more classes – can unlock new markets and bring people together in meaningful ways.
1:45 PM – 2:00 PM
Award Presentations
2:00 PM – 2:30 PM
Guest Expert – Oliver Bell
Intro to Oliver Bell
Be introduced to Oliver Bell and his passion for leadership, transformation and experience-led strategy. Oliver shares how emerging tech is reshaping the Customer Experience. He’ll move us from disruption to dfferentiation.
2:30 PM – 2:45 PM
Coffee Break and Networking
Relax, refresh and enjoy great conversation with peers and partners.
2:45 PM – 3:30 PM
Spotlight Expert – Sarah Degeorges
Feeling is the Secret: Designing Luxury Client Experiences
Drawing on her work with some of the world’s most iconic luxury brands, Sarah shows how emotion, energy and presence shape the client experience. You’ll learn how to define the feelings you want clients to walk away with and how to create powerful, emotional touchpoints that make every moment more human, more mindful and more memorable.
3:30 PM – 4:00 PM
Panel Session and Live Q&A – Creating Magic Moments
Hosted by David Hopkins
Join a panel of CX experts for an open and engaging conversation about the future of customer experience. Expect a great discussion on how to create magic moments that truly resonate with customers – those small but powerful interactions that leave a lasting impression. The session will also feature live questions from the audience, so bring your thoughts, challenges and ideas to the conversation.
4:00 PM – 4:30 PM
Final Award Presentation and Closing Reflections – Pete Cohen
We close the main programme by celebrating our final winners and reflecting on the day’s biggest takeaways with Pete Cohen.
4:30PM – 6:00 PM
Networking Drinks – Sponsored by Alliance Leisure
Join us for a relaxed and informal drinks reception to round off the day. It’s an optional part of the programme, but highly recommended. A brilliant opportunity to continue conversations, connect with new people and celebrate with our award winners as they toast their success.
6:00 PM
Event Close