What do customers really want?

Wednesday 8th May 16:40 - 17:30

The UK’s health and fitness industry is booming – at the heart of this growth is the customer. To sustain and build on this success, industry must put the customer at the centre of its proposition.

Consumers today are more informed, empowered, have higher expectations and have greater choice than ever before.

Technology and data are improving the ways in which we communicate with, retain and acquire customers, and is helping us to better understand customers and to gather valuable feedback. Listening to smart, connected customers has never been more important or more possible.

In order to build a good relationship with customers – a good understanding of their purchasing motivations, habits and behaviours is required – so that services, products and communications can be truly personalised.

Bringing together senior thought leaders this session will focus on how customers want to be communicated with, and how they make buying decisions; what influences these buying decisions and behaviours – and changing expectations towards health and fitness; how this should influence the industry’s response in the way they sell and offer products and services; and how the sector can better use personalisation and localisation.


David Minton, Managing Director at Leisure DB


Justin Musgrove, Chief Executive at Bannatyne Group

Jamie Ward, CEO and Founder at Hussle

Jan Pieter (JP) Lips, Head of Unified Commerce Enablement at Adyen

Rob Chandler, Head of Customer Loyalty at Sky

Sue Anstiss MBE, CEO and Founder at Promote PR