UNLEASHING DIGITAL CUSTOMER EXPERIENCE - November 16 & 17, 2017

  • De Rode Hoed | Amsterdam
Event Agenda

The Goal Of The Event

UNLEASHING DIGITAL CUSTOMER EXPERIENCE - November 16 & 17, 2017

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. Technology has an increasingly large role in the lives of customers and the way we do business, with advances in digital channels, devices and app software attaining positive customer experience is essential across all mediums.

Your competitors are constantly developing and innovating – don’t be left behind! 

Points of Discussion

  • Using Omni-channel strategies to enhance your customer’s experience at every touchpoint through creating a unified digital customer experience
  • Increasingly multi-channel behaviour and rise of the “digital customer”
  • The Internet of Things: smart digital devices built by brands themselves to personalize the experience and offers opportunities to use more specific data
  • Visual consistency to encourage loyalty to the brand
  • Designing apps that simplify aspects of the customer journey that they are already engaging in – save them time and money
  • Winning customers through fast and easy systems
  • The importance of measuring how your customers feel about the product or service experience so that you can improve.

Who Could You Meet

20+

Cross Industry Leading Speakers

100+

Senior Level Attendees

85:15

Corporate : Companies
Solution Providers

Why a Summit?

We are currently in an age of digital overload, and businesses must learn how to harness the best technologies for their growth and customer retention. Issues begin with choosing the best method for customer engagement, and from there, companies must excel at processing and developing this information to improve the product and service experience in the future. Successful digital customer experience models can provide actionable insights resulting in consumer growth, increased revenue and market share. We will provide a platform to discuss creating a unified digital customer experience with visual consistency and fast and easy systems.

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 maximize learning and networking through fun and informative sessions.

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Event Speakers

Charles Reeves

Charles Reeves

Director of Global Digital Product & Design, Aviva
United Kingdom
Martin Kulessa

Martin Kulessa

Chief Customer Officer, NOW Mobility Services, BMW,
Germany
David Oldenburger

David Oldenburger

UX Design Lead, Philips
Netherlands
Lucia Railean

Lucia Railean

Customer Success Director, IQVIA
France
Bogdan Galusca

Bogdan Galusca

Business Development Manager EMEA, Stefanini
Germany
Marco Catani

Marco Catani

e-commerce Growth Lead, Luxottica
Italy
Carole Ginda

Carole Ginda

Head of Digital Retail Marketing, Electrolux
France
Christoph Neut

Christoph Neut

VP EMEA, Sparkcentral
Belgium
Prelini Udayan-Chiechi

Prelini Udayan-Chiechi

VP EMEA Marketing, Zendesk
United Kingdom
Harry Ashbridge

Harry Ashbridge

Senior Writer and Head of Customer Experience, The Writer,
United Kingdom
Hans Kardol

Hans Kardol

Consultant, Cvision, On behalf of Genesys
Netherlands
Kara Towner-Larsen

Kara Towner-Larsen

Head of Digital Customer Experience, Corporate and Business Bank, Nordea
Denmark
Aidan Booth

Aidan Booth

Head of Customer Support, Brand & Platforms EMEA, Google,
Ireland
Mike Plachta

Mike Plachta

Senior Solutions Engineer, Applause
Germany
Sarah Eborall

Sarah Eborall

Head of Customer Experience, Barclaycard
United Kingdom
Ferry Kamp

Ferry Kamp

Senior Director of Marketing & Digital, Unilever
Netherlands
Lorenzo Bronzi

Lorenzo Bronzi

Customer Experience Manager, PostNL
Netherlands
Michel Kant

Michel Kant

SEO Manager Europe, Staples Solutions
Netherlands
Nieske van Woerden

Nieske van Woerden

Product Owner Customer Insights Engine, ABN AMRO
Netherlands
Noel Verschaeren

Noel Verschaeren

 , Bugaboo
 
Carl Lyon

Carl Lyon

 , The Qoe
 
Martijn Pronk

Martijn Pronk

 , Rijksmuseum
 
Ute Haupte

Ute Haupte

 , TUI Group
 
Maartje Wakker

Maartje Wakker

 , Adidas Group
 
Rutger Van Bergen

Rutger Van Bergen

 , Icemobile
 
Danja Lekkerkerk

Danja Lekkerkerk

 , D-Reizen
 
Lucas Hulsebos

Lucas Hulsebos

 , DVJ Insights
 
Martin Kurze

Martin Kurze

 , Deutsche Telekom
 
Christophe Vergult

Christophe Vergult

 , Insights Consulting
 
Lanre Ibitoye

Lanre Ibitoye

 , TEVA
 
Catherine Berière

Catherine Berière

 , Nestlé - ALUMNI
 
Neil Taylor

Neil Taylor

 , The Writer
 

Event Sponsors

We are transforming the customer service industry. Today’s consumers expect more from brands than ever before. This means they no longer accept listening to hold music and waiting hours for their issues to be resolved. Instead, they’re reaching out to companies directly through social media, and when they don’t get answers quickly, they aren’t afraid to air their complaints. We understand how the convergence of social, mobile, and on-demand technologies shape consumer expectations. No matter what communication channel your customers are using, Sparkcentral is here to help you behave like the customer-focused brand you want to be.
We’re the world’s largest business language agency. And we’re here to show you that words solve business problems. We can help you: - Change your culture and engage employees - Train leaders of your business for success - Improve customer behaviour and trust - Make your brand stand out
Stefanini brings three decades of IT services expertise to over 500 active clients, including 300 multinational clients across the globe. We enable mid-size and large corporations to achieve their goals to run, grow and digital transform their IT operations by delivering offshore, onshore and nearshore consultancy services, IT infrastructure outsourcing (helpdesk/desktop services and data center), application development and maintenance, systems integration, and strategic staffing. Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector and utilities, with over 22,000 professionals implementing our agility, flexibility, responsiveness, and innovation core values.
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.
Applause empowers companies of all sizes to deliver great digital experiences (DX) – across web, mobile and IoT as well as brick-and-mortar – spanning every customer touchpoint. Applause delivers unmatched market insights, user feedback, and digital testing by utilizing its DX platform to manage communities around the world. This provides brands with the real-world insights they need to achieve omni-channel success across demographics, locations, devices and operating systems that match their user base. Thousands of companies – including Google, FOX, Best Buy, BMW, PayPal and Runkeeper – rely on Applause to ensure great digital experiences for their customers. Learn more at: www.applause.com