smg client connect | 9 november
one moorgate place | london


Within most organisations, there's no shortage of customer and employee data. But that data is often kept dark and lives in silos where it's hard to reach and nearly impossible to act on efficiently. At Client Connect, we’ll discover new ways to look at the data – illuminating critical insights and unearthing little gems to drive big action.


Jeff Fromm

"How Youth Culture Impacts Retail and Restaurant Brands"

While some companies fear the unknown of the “innovation generation,” the real winners are those who engage and interact with today’s Millennial Mindset® consumers. Consumers who are hyper-connected, content-consuming and more likely to listen to their peers than your brand. Millennials are influencing the attitudes and purchase trends we see among other generations of consumers. This educational presentation will challenge participants to unlearn and reimagine what they thought they knew about the Millennial generation and their influence on the restaurant and retail industry.

client speakers


At SMG Client Connect 2017, you’ll have the chance to attend interactive workshops, stay fresh on best practices + emerging SMG products, and network with industry peers. During registration, you’ll have the chance to choose 2 of the following workshops:

Reporting 101: How smg360® gets you all the way to action

Great data doesn’t matter if it doesn’t deliver insight. Designed for power users with less than two years of SMG experience, this session will break down how you can use the smg360 reporting website and mobile app to:

Track + improve key driver performance across your brand
Get every level of your organisation engaged with the programme
Go a click deeper with unique filters + external data integrations

Gather CX insights using an omniview approach

New channels. New touchpoints. New experiences. To succeed in a world gone omni, you need a CX strategy built to capture and improve all of it. In this session, we’ll explore:

What an omniview approach entails + how it continues to evolve
How an omniCX™ strategy builds buy-in + breaks down silos
Which datasets matter most + how to pair them with CX results

Connect the employee-customer dots for richer insights

Your employees don’t live on an island, and neither should your engagement programme. In this can’t-miss session, we’ll break down:

How to integrate disparate datasets for wider programme impact
Client best practices for syncing up improvement efforts
How KFC goes beyond surveys to take a holistic approach

A step-by-step guide to best-in-class surveys

It’s not just a survey—it’s a touchpoint. During one of our most popular sessions each year, we’ll help you make sure your survey is keeping pace with the industry by breaking down:

The sweet spot is on survey length + where you can trim some fat
Which survey invitation methods + platforms perform best
How (and how often) to audit your survey content to keep it fresh

How to overcome field engagement obstacles

It doesn’t matter how great your CX strategy is in theory if the front line doesn’t put it into practice. In this session, we’ll explore:

Why programme success hinges on field engagement
Client-tested ways to navigate + resolve common hurdles
How to monitor (and boost) engagement for your brand

Thursday 9 November

9:00 AM – 9:45 AM
Check-In + Registration

9:45 AM – 11:30 AM
Welcome + Morning Session

12:00 PM – 1:15 PM
Workshop #1

1:15 PM – 2:15 PM

2:15PM – 3:30 PM
Workshop #2

3:45 PM – 5:00 PM
Afternoon Session + Awards

5:15 PM – 6:30 PM
Cocktail Reception

6:30 PM – 9:00 PM
Dinner + Networking



One Moorgate Place | London

Opened in 1893, One Moorgate Place boasts rooms that range from the historical to the contemporary and modern. Throughout the building you’ll notice extensions and updates that blend a strong art-deco feel with original features—making for a creative and intriguing juxtaposition that oozes character, culture, and heritage. It’s the perfect location to illuminate insights and inspire action.

Chartered Accountants Hall, 1 Moorgate Pl, London


Client Connect is an exclusive gathering of programme leaders, managers, and executives. This is an invitation-only event and requests for attendance are subject to meeting participation requirements.

Please note:
Your registration is not valid until you have successfully completed the entire registration process and received a printable confirmation page and email confirmation.
Cancellation policy:
Please submit written cancellations to Alicia Fecci at by Thursday 2 November.



The nearest of London's main line railway stations are:

To the north - King's Cross, St.Pancras and Euston

To the south - London Bridge and Cannon Street

To the east - Liverpool Street

To the west - Paddington


The nearest tube stations are:

Moorgate - on the Circle, Hammersmith & City, Metropolitan and Northern lines

Bank / Monument - on the Central, Circle, Hammersmith & City, Northern and Waterloo & City lines

Liverpool Street - on the Central, Circle, Hammersmith & City and Metropolitan lines.


Car parking is extremely restricted in the City of London and the building lies within the City of London Congestion Charge zone.

We recommend you do not drive to Chartered Accountants' Hall and park.

common questions

When does registration close?

Registration closes on Monday 6 November 2017.

What should I wear?

Business casual attire is appropriate for all events.

What is the venue address?

Chartered Accountants Hall 1 Moorgate Place London EC2R 6EA United Kingdom Telephone: 020 7920 8613

Whom do I contact for questions, comments, or to cancel my registration?

Alicia Fecci:
Lauren Beavers: