15th Annual Customer Experience Management Summit

Past Speakers

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

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Melanie Berry

Director of Customer Experience

CASE STUDY

Customer Experience vs. Customer Service. What Is the Key Difference Between These Two?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

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Customer Experience covers the full customer journey — customer service is an element of this journey.

Customer Experience: Holistic view of the entire customer journey. Encompasses all areas, from dreaming and planning to post-flight.

Natasja Wientjes

Senior Director Customer Service at DHL Ecommerce Benelux

CASE STUDY

Keep up With the Clicks

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

In the last 4 years, the e-commerce volumes have increased enormously, specifically during the pandemic. The growth in parcels had a huge impact on DHL E-commerce Benelux and Customer Service.

The team of Customer Service had to face different challenges. From these challenges, the ambition rose to combine high tech with a high touch towards clients and employers.

Onur Yaprak

Chief Marketing Officer — Turkey, Caucasus, and Central Asia

CASE STUDY

AI Revolutionising Marketing: Shaping the Future

AI is transforming marketing, optimising customer segmentation, predictive analytics, and content creation. It will have immense impact on customer interactions and brand loyalty via AI-powered tools like chatbots and virtual assistants. We will look into some hypotheses on how AI will reshape the future of marketing, empowering businesses to engage with their audience in unprecedented ways.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

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Nora Horvath Magyary Voljč

Country Communication Officer 

CASE STUDY

How to Create an Emotional Connection with the Customer?

Only our own customers have real, hands-on experience with our services. The universe we still want to attract and convince to use our services is the multiple of them. What to do to bring them closer to us so they make that fundamental first trial of our services or products, and how to do it?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

Thomas Geitzenauer

Head of CRM Development Peek & Cloppenburg Düsseldorf

CASE STUDY

The Commercial Value of Customer Loyalty

How can we find the right balance between driving customer loyalty through various CX initiatives and enhancing the commercial impact?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More
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Melanie Berry

Director of Customer Experience

CASE STUDY

Customer Experience vs. Customer Service. What Is the Key Difference Between These Two?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

Customer Experience covers the full customer journey — customer service is an element of this journey.

Customer Experience: Holistic view of the entire customer journey. Encompasses all areas, from dreaming and planning to post-flight.

22

Natasja Wientjes

Senior Director Customer Service at DHL Ecommerce Benelux

CASE STUDY

Keep up With the Clicks

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

In the last 4 years, the e-commerce volumes have increased enormously, specifically during the pandemic. The growth in parcels had a huge impact on DHL E-commerce Benelux and Customer Service.

The team of Customer Service had to face different challenges. From these challenges, the ambition rose to combine high tech with a high touch towards clients and employers.

44

Onur Yaprak

Chief Marketing Officer — Turkey, Caucasus, and Central Asia

CASE STUDY

AI Revolutionising Marketing: Shaping the Future

AI is transforming marketing, optimising customer segmentation, predictive analytics, and content creation. It will have immense impact on customer interactions and brand loyalty via AI-powered tools like chatbots and virtual assistants. We will look into some hypotheses on how AI will reshape the future of marketing, empowering businesses to engage with their audience in unprecedented ways.

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More
66

Nora Horvath Magyary Voljč

Country Communication Officer 

CASE STUDY

How to Create an Emotional Connection with the Customer?

Only our own customers have real, hands-on experience with our services. The universe we still want to attract and convince to use our services is the multiple of them. What to do to bring them closer to us so they make that fundamental first trial of our services or products, and how to do it?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More
55

Thomas Geitzenauer

Head of CRM Development Peek & Cloppenburg Düsseldorf

CASE STUDY

The Commercial Value of Customer Loyalty

How can we find the right balance between driving customer loyalty through various CX initiatives and enhancing the commercial impact?

In this session, we delve into the transformative world of omnichannel communication within global and local medical affairs. We will explore strategies and requirements for implementing an omnichannel approach, ensuring healthcare professionals have seamless access to diverse resources across multiple platforms. The session will highlight how leveraging data can refine and personalise communication methods, thus enhancing their impact on the target audience. Additionally, the presentation will address the importance of facilitating effective cross-functional communication among medical and commercial teams, especially in fostering a unified strategy. Finally, we will explore methods to tailor content and messaging to suit the diverse preferences of different healthcare professionals and stakeholders. This session promises to offer valuable insights and practical tools for anyone looking to enhance their communication strategies in the rapidly evolving healthcare sector.

Show More

Ahmed Nasr

Operations Director Egypt and Director Milk Africa & Turkey

Khaled Elsharkawy

Integrated Supply Chain Senior Director

Mueen Uddin Siddique

Senior Director – Access Network Procurement

Shannon Hore

Senior Vice President Procurement and Logistics

Sandeep Sharma

Director Group Procurement & International Markets Supply Chain

Hottest topics

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Testimonials

What our users say about our conferences

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Very well organised summit packed with resourceful presentations. It was a fantastic conference!
Union National Bank
Chief Human Resources Officer
Great event, very good topics and discussions with diverse participants
Landmark Group
Head – Rewards & Organisational Effectiveness,
Good overall, I gain a lot of useful information. Lots of insights to learn from and a great speaker line-up.
Abu Dhabi Airports
Total Rewards Head, Senior Manager Organisation Development
Great conference. I really liked meeting the other participants and the opportunity to openly share insights.
Adidas
Director Compensation Programmes
Good speakers, I took some very good takeaways and inspiration. I also liked the networking.
Telefónica
Head of Customer Inlife — Customer Service
Interesting insights and great speakers. I really liked the companies presented, the atmosphere and overall networking.
Generali
Head of Customer Relationship Management
Great to engage with like-minded people, good networking opportunities and some outstanding presentations.
HSBC
Area Director Retail Banking
The conference is a great initiative with a great pick of speakers and companies.
Barclays
Head of CX

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