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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

CASE STUDY / DAY 1

Unmatchable Execution, Unmatchable Experience

Digital opened a new window on alternative execution models, more agile, enabling a more “listening & responding” relationship with customers and helping building unmatchable customer experiences.

Ingredients:

  • Design thinking
  • Customers-biz-dev-ops cocktail
  • Agility, automation
  • Artificial intelligence
  • Collaborative workplaces
  • Cultural shifts

Erwan
GAULTIER

EMEA SVP Digital Channels and Customer Experience

Dr. Nicola
MILLARD

Head of Customer Insight & Futures

CASE STUDY / DAY 1

Chat, Tap, Talk: Trends shaping your digital customer experience

Chat, tap, talk: trends shaping your digital customer experience’ explores consumer behavior across 10 countries and reveals a major shift in how people want to communicate with organisations. The title of the research reflects the emergence of messaging – via email, web chat, chatbot or social media – sitting alongside, rather than replacing the traditional ‘talk’ channels of phone and face-to-face.

  • Digital customers want easy journeys: 56% say convenience is more important than price
  • The explosion of messaging provides an opportunity to build digital customer relationships: 58% say they get a quicker response with chat than by e-mailing or calling
  • Big data, AI and voice recognition technology can be used to transform efficiency: 80% are open to using chatbots for quick and simple queries
  • Customers value proactive service powered by big data and AI: 78% like it when organisations notice they have a problem online and contact them directly to help

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Dr. Nicola
MILLARD

Head of Customer Insight & Futures

Erwan
GAULTIER

EMEA SVP Digital Channels and Customer Experience

Cécile
RÉNIER

CX Lead Western Europe

Martin
ODEBRECHT

Head of Customer Inlife - Customer Service

Sevda Diker
CEYLAN

Innovation Committee Vice President

Malla
POIKELA

Head of Marketing, Digital Intelligence, Nokia Software

CASE STUDY / DAY 2

Putting Customer Satisfaction and Experience-Centricity at the Heart of the Business

Serving the customer journey in digital time by putting customer satisfaction and experience-centricity at the heart of the business powered by AI-driven business and operations.

  • Serving the customer journey in digital time by putting customer satisfaction and experience-centricity at the heart of the business
  • The Generation Digital wants instant gratification, more options and personalised services, in their time and on their terms
  • Moving to the experience centric AI-driven business and operations model
  • Staying on the pulse of the customer happiness with the machine-learning powered, automated and actionable customer experience index (CEI)
  • Being experience-centric at every interaction with the customer across the different touchpoints of the Omni-channel journey
  • Real-life customer-centric marketing, care and operations use case examples – Powered by Connected Intelligence

Malla
Poikela

Head of Marketing, Digital Intelligence, Nokia Software

Cécile
RÉNIER

CX Lead Western Europe

CASE STUDY / DAY 2

The impact of AI in Customer Experience and Customer Care

Amplifying human brain power and ingenuity, and applying it to customer experience and customer care.

  • Bringing technology to customer experience
  • Touching upon the digital and non-digital
FOR MORE INFORMATION REQUEST FULL PROGRAMME

See what keynote speakers will be taking part in the exclusive speaking panel.
Explore what Case Studies will be discussed by our senior corporate speakers

9th Annual Customer Experience Management Summit will start in
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