Running order – Group A

⏰ 11am – 12pm

Client Love Languages: Understanding Your Clients’ Communication Styles

Daisy Whitehouse will explain how she used the idea of ‘love languages’ to help her team at Down at the Social better communicate with clients. You’ll learn how to map out client preferences, adapt your approach, and build deeper, more personalised client relationships.

Who is this for? Agencies wanting to decode client communication styles and build stronger emotional connections.

📍 Theatre

⏰ 12.50pm – 1.50pm

Complaints Are a Compliment: Why All Client Feedback Is Good

Fiona Skilton will explain why she believes all client feedback is good feedback. She’ll share the strategies she uses at Collective Content to stay proactive, invite honest conversations, and create a culture where client issues become growth opportunities.

Who is this for? Client services leaders who want to stay ahead of problems and turn feedback into loyalty.

📍 Bronte

⏰ 12.50pm – 1.50pm

Turn Difficult Conversations Into Win-Win Outcomes

Trenton Moss will guide you through a how to turn difficult client conversations in to win-win outcomes in this practical workshop. Using techniques from coaching and his time as a Samaritans volunteer, he’ll teach you how to truly understand what your client needs, reduce friction, and prevent scope creep.

Who is this for? Agency leaders and client service professionals looking to improve communication and avoid project stress.

📍 Eliot

⏰ 12.50pm – 1.50pm

How Client Conferences Can Make Your Agency Indispensable

Simon Brading will be sharing how hosting a client conference transformed Brightec‘s client relationships and made their agency a strategic partner. From sparking fresh business opportunities to fostering genuine client connection, Simon will break down the practical steps and honest lessons behind the Brightec Exchange.

Who is this for? Agency leaders looking to build client loyalty and deepen relationships through innovative, non-salesy events.

📍 Chaucer

⏰ 1.55pm-2.55pm

Client Services Surgery

Darcie Thompson-Fields and Stef Lait will host an honest, open Client Services Surgery. Bring your challenges and questions to this supportive group session, and leave with fresh ideas, real-world advice, and a sense of community.

Who is this for? Anyone in client services looking for peer insight and a sounding board to tackle everyday challenges.

📍 Theatre

⏰ 3.10pm – 4.10pm

How to Manage Difficult Client Behaviours

Catherine Warwick from Numiko will unpack how she tackled tricky client behaviours by asking the right questions and identifying the real root causes. Learn how to use client feedback to improve your agency’s internal processes and raise client satisfaction.

Who is this for? Agencies navigating complex client relationships and wanting practical ways to reduce friction.

📍 Bronte

⏰ 3.10pm – 4.10pm

How a Secondment Secured a Client Account

Jenny Keyte from Jwoo Social will reveal how taking a nine-month secondment with a client reshaped trust and communication. She’ll share what it was like to work within the client’s team, how it accelerated results, and what it taught her about long-term account growth.

Who is this for? Agency leaders and strategists who are looking for a new way to become a truly embedded and trusted by their client’s team.

📍 Eliot

⏰ 3.10pm – 4.10pm

Breaking Silos: The Client Services Leader as Internal Orchestrator

Rachel Raphael from Outskirt Collective, will explore how client services leaders can act as internal orchestrators – aligning strategy, creative, and delivery teams to work as one. She’ll share how to build shared rituals, foster real collaboration, and lead from within, even without formal authority.

Who is this for?
Client service leaders who are tired of being stuck in the middle and want to shape delivery by aligning teams behind the scenes.

📍 Chaucer

⏰ 4.15pm – 5.15pm

How to Scale Your Agency and Land Bigger Clients

Mike Lander and Kevin Gibbons will share how they transformed Re:signal’s client portfolio by letting go of low-profit accounts and restructuring for growth. A no-nonsense guide to scaling, including how to attract bigger clients and build a more profitable agency.

Who is this for? Agency founders ready to scale up and restructure for bigger, more strategic client relationships.

📍 Theatre