“Client Experience that Converts: From First Contact to Fierce Loyalty” is a must-attend CPD event for veterinary practices who want to turn every interaction into a better quality care, revenue-building opportunity. Join industry experts for an immersive programme covering the latest in digital attraction, voice and consulting techniques, complaint prevention, and ROI-focused measurement. Network over refreshments and lunch, explore real-world case studies, and leave with the latest knowledge in crafting client experiences that not only delight but convert, keeping clients coming back for life.
Our CPD learning outcomes are centred around the following 4 areas:
- Design your client-experience strategy with insight to digital channels, sensory experiences, communication techniques and what’s ahead with AI to attract and convert high-value clients.
- Identify and optimise key conversion points—from first enquiry to in-consultation moments—using proven points-of-difference and value-sharing techniques.
- Apply communication and technology best practices (voice, consulting frameworks, future-fit tech and GPT-driven support teams) to enhance care delivery, team morale and profit margins.
- Measure and manage client-experience ROI by selecting the right metrics, interpreting review data and implementing continuous-improvement processes for fierce long-term loyalty.
This CPD series is kindly supported by and delivered in partnership with our Affiliates.
You are eligible for up to 50% discount off this event if you are a member of Vetpreneur and use our affiliates, simply tick the relevant boxes at checkout.
| Time | Activity | Purpose | Speakers |
| 09.30 | Arrival and registration | Refreshments and Networking | |
| 10:00 | Welcome, Introductions & Agenda
Setting the Scene |
Overview of the day.
Establish the impact Client Experience has on your profit margins. |
Emma Barnes |
| 10:30 | Client Experience Strategy
What’s new in digital attraction Creating & Curating Client Experience |
What is it and how to design your own
Google, Microsoft and the Impact of AI The Power of a Lens and Senses in Client Experience |
Tracey M J
& Justin Phillips |
| 11:45 | 15 min comfort break | ||
| 12:00 | Key Conversion Points
What’s the point in Points of Difference? |
The Competitor Inside Your Doors
What makes your practice different and why does it matter? Sharing value as a key conversion tool including real life examples. |
Tracey M J |
| 13:00 | Lunch | Networking Lunch – share experiences and opportunities | All |
| 13:45 | Brilliant Basics: Cx Conversion
Technology The Art of Voice Consulting |
Learn Brilliant Basics, informing, inspiring and converting clients to better care:
Engage clients today with Future Fit Technology You had me at Hello…: Key conversion and engagement opportunities that deliver better care, better team experience and deliver to the bottom line Consulting for Conversion to Care – Client Experience skills that work from new graduate to the most experienced vet, delivering better care and better profit |
Susie Samuel Tracey M J Brian Faulkner |
| 15:15 | Stop Complaining
Reviewing Reviews Future Client Experience Teams |
The Top 5 Reasons for Complaints and how to stop it happening
Are client reviews really worth it? GPT Agent Teams – An insight into the future |
Brian Faulkner
Susie Samuel Tracey M J |
| 16:00 | Measuring Client Experience | What gets measured gets managed: the ROI of Cx – Take away for your practice | Tracey M J |
| 16:15 | Reflection, Q&A & Close | Review of the key learnings in our 4 sessions. | Emma Barnes |
| 16:30 | NVS Tour | Technology supplying veterinary practices: Watch state of the art automation in action. | Paul Gilbert
NVS |