CXPN 2025 AGENDA

CXPN is a unique, one-day learning and networking event which brings together the most inspirational leaders and transformational suppliers in the local gov sector to share cutting-edge insight, knowledge and experience. Our agenda is carefully curated to address the most relevant and emerging challenges in the sector.

20th March, DoubleTree Hilton, Tower Bridge, London

Day 1

20 March 2025

8:00 am - 9:00 am

Main Room

Registration
9:00 am - 9:05 am

Main Room

Chair's opening remarks

Welcome to Citizen Experience Partnership Network 2025!
9:05 am - 9:35 am

Main Room

Opening keynote panel - Redesigning public services: the future of citizen experience

This opening keynote panel will explore how user-centred design principles, citizen co-creation, and consistent feedback loops are revolutionizing public services. Panellists will discuss strategies for embedding citizen needs into servi...

This opening keynote panel will explore how user-centred design principles, citizen co-creation, and consistent feedback loops are revolutionizing public services. Panellists will discuss strategies for embedding citizen needs into service design, creating seamless journeys across touchpoints – including contact centres and digital platforms – and co-creating solutions with communities. Learn how inclusive, accessible, and empathetic approaches can drive innovation, improve outcomes, and foster trust and satisfaction in public services.
9:35 am - 9:50 am

Main Room

Headline sponsor presentation

Interested in sponsoring?
9:55 am - 10:10 am

Main Room

Dragons' den - Speed Presentations

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challen...

Our signature ‘Dragons’ Den’ session provides each solution provider with an opportunity to deliver a short 60 second pitch, explaining why they are here and how their services can help tackle some of the sector’s ongoing challenges.
10:15 am - 11:05 am

Main Room

Networking and business meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
11:10 am - 11:40 am

Main Room

Panel discussion: Personalisation and trust for inclusive engagement

Bob O’Brien

Head of Digital, Data and Operations
West of England Combined Authority

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

This panel will explore how personalisation and trust can transform citizen interactions with public services. Discover how leveraging AI, data insights, and omnichannel communications can tailor services to individual needs while mainta...

This panel will explore how personalisation and trust can transform citizen interactions with public services. Discover how leveraging AI, data insights, and omnichannel communications can tailor services to individual needs while maintaining transparency and accountability. Panellists will share strategies for building trust through open communication, ethical data practices, and optimising contact centres, fostering long-term citizen engagement and satisfaction through inclusive and responsive service delivery.
11:45 am - 12:20 pm

Main Room

Platinum and Gold Sponsor presentations

Interested in sponsoring?
12:20 pm - 1:00 pm

Main Room

Networking lunch

An opportunity to connect with your peers and suppliers to talk over the learnings from the event. Lunch is served buffet style and a range of options are available to cater for different dietary requirements.
1:05 pm - 1:35 pm

Main Room

Interactive discussion - Bridging the digital divide

Elizabeth Anderson

Chief Executive
Digital Poverty Alliance

This dynamic, interactive session will explore the challenges of digital exclusion and the role of accessible contact centres and communication tools in bridging the digital divide. Speakers will share successes and challenges in address...

This dynamic, interactive session will explore the challenges of digital exclusion and the role of accessible contact centres and communication tools in bridging the digital divide. Speakers will share successes and challenges in addressing barriers to access, designing equitable services, and engaging underserved communities. Attendees will contribute insights, share experiences, and collaborate on actionable solutions to ensure every citizen benefits from digital transformation, regardless of location or circumstance.
1:40 pm - 2:30 pm

Main Room

Networking and business meetings

10 minute meetings with suppliers who are offering solutions most relevant to your challenges. Please check the schedule on the back of your delegate pass for your meeting timings.
2:35 pm - 3:05 pm

Main Room

Panel discussion: Integrating services across government

Yorath Turner

Chief Operating Officer – Digital
Scottish Government

This panel will explore collaborative strategies for aligning data, workflows, and communication tools between central and local government to deliver seamless, citizen-centred services. Speakers will share successful examples of integra...

This panel will explore collaborative strategies for aligning data, workflows, and communication tools between central and local government to deliver seamless, citizen-centred services. Speakers will share successful examples of integration, overcoming data-sharing challenges, and unifying strategies to improve service delivery. Attendees will gain insights into how cross-government collaboration can streamline citizen access, enhance efficiency, and provide more cohesive and effective public services.
3:45 pm - 4:00 pm

Main Room

Reflections and next actions/commitments
4:00 pm - 5:00 pm

Main Room

Networking drinks reception

Networking sessions – throughout the event we host a networking lunch as well as a drinks reception to give you ample opportunity to connect with your peers and suppliers over the learnings from the event.
3:10 pm - 3:40 pm

Focus Group 1

AI and data: enabling intelligent public services

Matthew Lyon

Chief Analyst (deputy Director of Data Science, Analysis and Economics)
Cabinet Office

This focus group will explore the role of AI in optimising contact centres and enhancing public services through intelligent automation, sentiment analysis, and predictive tools. With an emphasis on ethical considerations and transparenc...

This focus group will explore the role of AI in optimising contact centres and enhancing public services through intelligent automation, sentiment analysis, and predictive tools. With an emphasis on ethical considerations and transparency, participants will discuss how to use AI responsibly to build citizen trust while maintaining accountability. Attendees will share insights and best practices for balancing innovation with citizen-centric design to enhance responsiveness and satisfaction in public services.
3:10 pm - 3:40 pm

Focus Group 2

Future-proofing omnichannel strategies

This session will explore real-world examples of contact centre modernisation and how to future-proof omnichannel strategies. Attendees will discuss the integration of AI, telephony, and feedback tools to optimise citizen interactions, e...

This session will explore real-world examples of contact centre modernisation and how to future-proof omnichannel strategies. Attendees will discuss the integration of AI, telephony, and feedback tools to optimise citizen interactions, ensuring consistency, responsiveness, and a seamless experience across all platforms. Learn how to harness omnichannel innovation and AI-driven solutions to meet evolving citizen needs while enhancing engagement and service delivery.
3:10 pm - 3:40 pm

Focus Group 3

Data-driven solutions for cost-efficient public services

This session will focus on leveraging data science and innovative strategies to maximise resources and optimise contact centre operations in the face of budget constraints. Attendees will explore practical approaches for integrating data...

This session will focus on leveraging data science and innovative strategies to maximise resources and optimise contact centre operations in the face of budget constraints. Attendees will explore practical approaches for integrating data-driven insights into service delivery, enhancing efficiency, and delivering value-driven citizen services while managing limited resources. Real-world case studies will highlight how to maintain high-quality outcomes within financial limitations.

Day 1

CXPN 2025 AGENDA

20th March, DoubleTree Hilton, Tower Bridge, London

20 March 2025

8:00 am - 9:00 am

Main Room

Registration

9:00 am - 9:05 am

Main Room

Chair's opening remarks

9:05 am - 9:35 am

Main Room

Opening keynote panel - Redesigning public services: the future of citizen experience

9:35 am - 9:50 am

Main Room

Headline sponsor presentation

9:55 am - 10:10 am

Main Room

Dragons' den - Speed Presentations

10:15 am - 11:05 am

Main Room

Networking and business meetings

11:10 am - 11:40 am

Main Room

Panel discussion: Personalisation and trust for inclusive engagement

Bob O’Brien

Head of Digital, Data and Operations West of England Combined Authority

Elizabeth Anderson

Chief Executive Digital Poverty Alliance

11:45 am - 12:20 pm

Main Room

Platinum and Gold Sponsor presentations

12:20 pm - 1:00 pm

Main Room

Networking lunch

1:05 pm - 1:35 pm

Main Room

Interactive discussion - Bridging the digital divide

Elizabeth Anderson

Chief Executive Digital Poverty Alliance

1:40 pm - 2:30 pm

Main Room

Networking and business meetings

2:35 pm - 3:05 pm

Main Room

Panel discussion: Integrating services across government

Yorath Turner

Chief Operating Officer – Digital Scottish Government

3:45 pm - 4:00 pm

Main Room

Reflections and next actions/commitments

4:00 pm - 5:00 pm

Main Room

Networking drinks reception

3:10 pm - 3:40 pm

Focus Group 1

AI and data: enabling intelligent public services

Matthew Lyon

Chief Analyst (deputy Director of Data Science, Analysis and Economics) Cabinet Office

3:10 pm - 3:40 pm

Focus Group 2

Future-proofing omnichannel strategies

3:10 pm - 3:40 pm

Focus Group 3

Data-driven solutions for cost-efficient public services

CXPN 2025 AGENDA

20th March, DoubleTree Hilton, Tower Bridge, London

ABOUT US

SITE MAP

PUBLIC SECTOR EVENTS

Head of Digital, Data and Operations
West of England Combined Authority

Chief Executive
Digital Poverty Alliance

Chief Executive
Digital Poverty Alliance

Chief Operating Officer – Digital
Scottish Government

Chief Analyst (deputy Director of Data Science, Analysis and Economics)
Cabinet Office