GCS 2020 Programme

Customer Centricity 2020


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Wednesday 05 February

19:30 – 22:00

Welcome Reception

Meet your peers and spend a relaxed evening networking!
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From 22:00

After Glow Drinks

For additional networking and dialogue, this is the place to go to.
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Thursday 06 February

06:45 – 07:45

UFI Sports

Join the early risers for a morning workout – there will be the traditional UFI Running Club as well as other options.
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07:45 – 08:45

Breakfast Club

Enjoy your breakfast, and have your first network conversations in our designated GCS Breakfast Club.
08:45 – 09:15

Welcome & Introductions

Welcome to the GCS – let’s make sure we get to know each other a little bit better.

Setting the Stage

Simon Foster, Former CEO, Comexposium (France)

Our 2020 GCS Chair will get us started, leading the introductions and setting the stage for the coming two days of sessions.
09:30 – 12:30

A Very Special Session

We will leave the hotel and make our way to the Vatican for a very special session on the importance of exhibitions and the role they play in the economic development of countries.
Speaker to be announced.
12:45 - 14:00

Networking Lunch

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14:00 – 14:30

What They Say & What We Think

Sophie Holt, Global Strategy Director, Explori (United Kingdom)
Ben Smithwell, Director of Customer Experience, Comotion Consulting (United Kingdom)

The Global Exhibitor Insights project from UFI and Explori drill down into expectations and behaviour of exhibitors around the world. And most of you take part in the exclusive Comotion research ahead of our meeting on our industry’s take on customer centricity. The key findings of both projects will frame the theme.
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14:30 - 15:15

Now What?

Moira Clark, Founder & Director, The Henley Centre for Customer Management (United Kingdom)

Briefed with the research findings, Moira will show us how to respond to customer led challenges, and how customer centricity drives the business bottom line.
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15:15 - 16:00

Networking Break

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16:00 – 16:45

The Economist's View

by: Roger Martin-Fagg, Behavioural Economist (United Kingdom)

Consumers shape economic developments – and Roger makes sense of their behaviour. Back by popular demand at the GCS.
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16:45 -18:00


Two parallel sessions this year, as we divide the participants into organizer and venues.

In your breakout, we will facilitate dialogues on how to bring together customer centricity and the issues defining the developments in our industry – from M&A to sustainability, from changing event formats to (cyber)security.

Transfer to Gala Dinner

From 19:30

Gala Dinner

The evening will commence with a short visit of the Palazzo Colonna, one of the oldest and largest private palaces of Rome that houses the Colonna family’s renowned art collection of leading Italian and foreign artists.
The Gala Reception and Dinner will take place in another wing of the Palazzo in the sumptuous Galleria del Cardinale, one of Rome’s best hidden secrets.
Hosted by: Fiera Roma and Roma & Lazio Convention Bureau.

Friday 07 February

07:00 – 08:00

UFI Sports

Join the early risers again for a morning workout – there will be the traditional UFI Running Club as well as other options.
08:00 – 09:00

Breakfast Club

Enjoy your breakfast, and have your first network conversations in our designated GCS Breakfast Club.

Welcome Back!

09:00 – 09:30

Las Vegas Customer Mindset

Chris Meyer, Vice President of Global Sales, Las Vegas Convention and Visitors Authority (USA)
John Schreiber, Vice President Business Sales, Las Vegas Convention and Visitors Authority – LVCVA (USA)

Why is Las Vegas successful? What is the mindset driving the development of the destination? With travelers in mind as the customers, what does Vegas do to develop the right product mix – entertainment, business, sports clubs, and the likes. Chris and John might be in sales, but this is not a sales session – but the story that explains why Vegas is and does what Vegas is and does, and how the city’s customer mindset is the defining core.
09:30 – 10:00

When the Customer is the Fan

Paul Barber, CE, Brighton & Hove Albion FC (United Kingdom)

Arguably, Brighton & Hove Albion have written one of the most unlikely success stories in the history of European football (or, for our American participants, soccer). With a unique culture and a loyal fan base, they made their way into the Premier League – and got themselves a new stadium on the way. Paul will share how their values circle around the fans and how the community around the club has fostered its evolution. In more than one way, here is a case where the fans (customers) have shaped their club (product), and what role the leadership of the club has to maintain this symbiosis.
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10:00 – 10:30

To be announced

11:00 – 11:15

Networking Break

11:15 – 12:15

Let’s Bring It All Together

Martijn Timmermans, Co-­founder & Creative Director, The Red Line Project (Netherlands)

To close this year’s summit, Martijn will guide us through an interactive session to identify and secure the key messages and learnings from this year’s summit
12:15 - 12:30

My Take Aways

Simon Foster, Former CEO, Comexposium (France)

To wrap up this CGS, our Chair gives his personal summary
13:00 – 14:00

Closing Lunch

Sponsored by


UFI Diamond Sponsors

TCEB new logo 70 2018 REDEFINEQNTC logo 70

SZW logo 70 dallas freeman MR


               Rogrs Logo 2017 70 BIEC logo 70singapore marina bay sands MR   

singapore marina bay sands MR singapore marina bay sands MR

 Gala Dinner Host

BIEC logo 70   BIEC logo 70


UFI Registration Partner            UFI Software Partner               

         INFOSALONS Logo new 70      Ungerboeck Software International    


UFI Mobile Partner      UFI Research Partner

              goomeo logo 70      logo explori 70                 

UFI Media Partners

logo-CICE 70     eventos latinoamerianos logo 70  logo exhibition-showcase   Exhibition World
Feria-y-congresos-logo-70  Lam Lats colour 70  ma logo 70
 Grupo Radar 70      Trade Show Executive     TSNN logo 70