Join us at Henley Business School on Thursday 23rd April 2026 for a special Client Listening & CX Away Day, bringing together professionals with a passion for client listening and CX. Led by Anna and Claire, the day will explore our Gather – Reflect – Act approach, with coaching-informed workshops and honest conversations.
MEET YOUR HOSTS
Claire Rason
Founder & Director of Client Talk
Anna Lake
Director of Client Talk
WHAT YOU CAN EXPECT
This isn’t your typical conference. It’s a chance to pause from the day-to-day and go beyond the what of client listening to tackle the how:
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How to run programmes that gather meaningful insight
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How to translate what you hear into actions that make a difference
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How to influence internally and build momentum
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How to embed listening into your firm’s wider strategy
Whether you’re shaping firm-wide strategy or just starting to spark internal conversations, you’ll find sessions designed to meet you where you are, with a rich mix of coaching-informed workshops, peer discussions and space to reflect. Alongside this, there’ll be the chance to pause, reconnect with your purpose, and learn from others who are walking a similar path. It’s not a just conference, it’s a conversation. One that will leave you energised to take your client listening to the next level.
MEET THE SPEAKERS
CX Specialist - Consultant and Coach
ROB STUBBS
Rob combines strategic insight and extensive transformation delivery experience with a coaching-informed style, to build clarity, coordination, and a focus on impactful outcomes. With 25+ years leading high-stakes change across retail, supply chain, and tech-enabled businesses, he’s a trusted partner in the room, from boardroom to delivery execution. Rob helps senior leaders reframe strategic priorities, align cross-functional efforts, and accelerate the flow of value across complex environments.
Professor and Director Henley Centre for Customer Management
MOIRA CLARK
Professor Moira Clark is an expert in strategic marketing and customer management. She is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. Professor Clark is renowned for her expertise in Strategic Customer Management, her work bridges academic research with real-world business applications, focusing on customer-centric strategies and service excellence.
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CX Practitioner
EMMA DARK
Emma (CCXP), is a CX Practitioner and multi-award-winning leader with over 25 years of experience across diverse sectors, consistently placing customers and people at the heart of her work. As a recognised expert in Customer Experience and Operations, Emma has led transformative change across customer strategy, operational excellence, and organisational design. She is known for driving cultural shifts where customer experience becomes a shared responsibility across the organisation.
