UNLEASHING DIGITAL CUSTOMER EXPERIENCE - May 17 & 18, 2018

  • De Rode Hoed | Amsterdam
Event Agenda

The Goal Of The Event

UNLEASHING DIGITAL CUSTOMER EXPERIENCE - May 17 & 18, 2018

The goal of this two-day event is to bring together cross-industry innovation leaders to delve into the ever changing world of digital customer experience. Customer Experience is constantly evolving as consumer habits continue to change. New ways of researching, the need for immediate access to information, and a constant use of available technologies means customers expect more than ever. Companies must adjust their strategies in order to ensure an unforgettable customer experience. Consumers have unlimited information at their fingertips and more power than ever! It is crucial to develop new strategies in order to engage users, optimise interactions, and attract new consumers to your platform.

This summit will give your organisation the necessary tools to implement a seamless, consistent and first-rate customer journey across all channels.

 

Points of Discussion

  • Generating the right impact: which departments and expertise should be part of a customer experience department
  • Tools and methodologies for truly implementing a change in customer experience mindset
    Embedding a customer experience mindset into digital teams
  • Connecting the offline and online customer experience
  • A siloed organisation: the best strategies to overcome internal barriers
  • Does digital transformation only work with a self-managed cross functional team, or are there other options?
  • Generating better customer experience through agile processes
  • The digital dimension: do you embed digital into customer experience or vice versa?

Who Could You Meet

20+

Cross Industry Leading Speakers

100+

Senior Level Attendees

85:15

Corporate : Companies
Solution Providers

Why a Summit?

Many digital customer experience leaders are facing the same challenges and obstacles but there are solutions and there is hope. In order to be a leader in the field of customer experience it is necessary to have the right culture and to listen to the market and finding out if your idea works. Innovating in this area is all about thinking outside the box and finding another angle to work from. Consumers have unlimited information and more power than ever. It is crucially important to discuss these issues together in order to share in-depth insight and knowledge to generate tools and methodologies to implement change. We provide this platform for you, to face the challenges head on.

It’s all about the EXPERIENCE!

  • Cross sector learning – find out how solutions adopted by other sectors can add value to your business. What can you learn from other industries and vertical sectors?
  • Save time and money – concentrated industry knowledge in two intensive days
  • Case studies – listen to case studies outlining the pros and cons of new and existing digital customer experience projects
  • Networking and interactive – Learn from your peers and build new relationships in our break out and networking sessions
  • Discussion groups – industry-specific roundtable discussions for you to focus on the key issues that affect your business

How Will You Benefit

100+

Like Minded Strategy leaders for Networking

Ideas

Hear About Groundbreaking Approaches to Innovation

Case Studies

Get the Pro & Cons of New & Existing Projects

Opportunities For Networking

Meet over 80 like-minded cross-industry leaders and take advantage of the networking opportunities, both formal and informal. The conference is expected to become a platform for fruitful discussion and networking between key executives from around the world, working towards a culture of innovation. The interactive programme format is structured to maximise learning and networking through fun and informative sessions.

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Event Speakers

Sarah Eborall

Sarah Eborall

Head of Customer Experience, Barclaycard
United Kingdom
Morten Dal

Morten Dal

Internal Communications Manager, PANDORA A/S
Denmark
Metin Çerasi

Metin Çerasi

Head of Digital Strategy and Marketing, Arçelik
Turkey
Priya Khullar

Priya Khullar

Head of Customer Insights, Experience and Multi-channel Comms, Pfizer
United Kingdom
Steve Gibbons

Steve Gibbons

Head of User Experience & Design, BBC
United Kingdom
Julita Davies

Julita Davies

Digital Marketing Specialist, Kobelco Construction Machinery
Europe, Netherlands
Le Quan Truong

Le Quan Truong

Director, Head of Customer Engagement, Staples
Netherlands
Dr. Gerhard Wagner

Dr. Gerhard Wagner

Department of Marketing and Retailing, University of Siegen
Germany
Regine Lueghausen

Regine Lueghausen

Head of Marketing Flavors EAME, International Flavors & Fragrances
Netherlands
Erwan Saout

Erwan Saout

Senior Global Lead Customer Service, HEINEKEN
Netherlands
Franz Weisenburger

Franz Weisenburger

SVP, Customer Experience Design, Deutsche Telekom Service GmbH
Germany
Onno Hoffmann

Onno Hoffmann

VP Special Operations & Innovation, Deutsche Telekom Service GmbH
Germany
Luke WIlliams

Luke WIlliams

Head of CX, Qualtrics
United States
Joseph Sursock

Joseph Sursock

Senior Vice President - Client Services (Europe), Blueocean Market Intelligence
United Kingdom
Sushant Ajmani

Sushant Ajmani

Vice President - Digital Customer Experience, Blueocean Market Intelligence
India
Steffen Elsässer

Steffen Elsässer

Global Head of Customer Experience, Capgemini Consulting
Germany
Samantha Schreuder

Samantha Schreuder

Digital Marketing Manager EMEA, Syneron Candela
Netherlands
Marcus Nessler

Marcus Nessler

Head of Customer Experience, Samsung
Germany
Joost Van Der Made

Joost Van Der Made

Head of Concept Development, NS
Netherlands
Sarah Papamicalis

Sarah Papamicalis

Digital Innovation Marketing Director - Male Grooming, Philips
Netherlands
Carl Lyon

Carl Lyon

Managing Director, Perceptual Experience
United Kingdom
Jon Reay

Jon Reay

Lead Strategist and Consumer Trends Consultant, Great State
United Kingdom
Adam Kay

Adam Kay

SVP Global Sales, Conversocial
United Kingdom

Event Sponsors

Perpetual Experience helps businesses to deliver optimum performance by combining the benefits of customer and employee engagement and digital adoption. We deliver real-world outcomes because we believe in: · Engaging interventions to drive alignment · True collaboration across all levels of the organization · Using real-world professionals with extensive line management experience · Accessing leading customer experience practitioners across different sectors and markets · Grounded delivery based on years of practical experience Our proven framework of seven areas of focus offers a consistent approach to removing cost through automation and growth through customer focused service propositions. To learn more: http://perpetualexperience.com/
Blueocean market intelligence has been instrumental in changing the way clients operation. Blueocean is a world leader in providing global insights and analytics solutions. They enable data integration and multi-disciplinary approach (market research, digital analytics, advanced analytics, platform implementation, advanced visualization etc.) to drive data-driven decisions for their clients. Blueocean Market Intelligence has built its own and differentiated integrated solutions by understanding customer needs, the competitive environment and the nature of the market. They have helped the world’s leading companies to get ROI. Blueocean is part of the Cross-Tab group of companies that includes more than 1000 professionals serving the world’s largest companies from offices in the United States, United Kingdom, Singapore, Dubai and India. To learn more, visit www.blueoceanmi.com.
Conversocial is the leading digital care platform for Social Messaging for today's digital brands. Delivering a unified approach to a new generation of customer care that replaces traditional service channels, Conversocial enables hundreds of global brands including Hyatt, Tesco and Volaris to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships through all social and digital channels. Conversocial creates a clear digital path for brand and consumer engagement that combines best-in-class technology and world-class services. Conversocial is an official Facebook Preferred Developer, Facebook Marketing Partner and Instagram Community Management Partner. For more information, visit http://www.conversocial.com.
Great State is a brand technology agency. Founded in 2018, it is a merger between digital agency e3 and strategy consultancy LSU (London Strategy Unit. Our vision is to create an open, united and fairer world. We focus on making a positive impact on our clients’ business, their customers and their communities. We are famous for our work for brands including Adidas, Arla, Mondalez, Honda, the Royal Navy and Orange.
Qualtrics is a rapidly growing software-as-a-service company and the leader in experience management. Trusted by more than 1,200 brands across Europe, The Qualtrics Experience Management platform allows brands to capture and analyse feedback across their digital platforms. Powered by iQ, Qualtrics’ predictive intelligence engine applies detailed statistical and text analysis to uncover the key drivers of their digital experience, predicting the key areas for improvement to have the biggest impact on the business. Visit www.qualtrics.com to see how it works and open your free trial account.
Capgemini Consulting is the global strategy and transformation consulting organization of the Capgemini Group, specializing in advising and supporting enterprises in significant transformation, from innovative strategy to execution and with an unstinting focus on results. With the new digital economy creating significant disruptions and opportunities, the global team of 3,500 talented individuals works with leading companies and governments to master Digital Transformation, drawing on our understanding of the digital economy and our leadership in business transformation and organizational change. Twitter: https://twitter.com/CapgeminiC To learn more, visit www.capgemini.com/consulting/