15th Annual Customer Experience Management Summit
Event is Over
Stay Updated for 2025 edition
Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
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.
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.
- 01Explanation of what Customer Experience is in Iberia
- 02Explanation of what Customer Service is in Iberia
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.
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.
- 01As company, we have a strategy to be number 1 for customers, employers and investors
- 02How do we transform to a service organisation with a focus on quality?
- 03How digitisation supports the transformation to relational service?
- 04Achieving concrete results
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.
- 01AI in Marketing
- 02AI-powered Tools
- 03Consumer Benefits
- 04Reshaping the Future
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.
- 01Is it only the personal experience that counts?
- 02What is the role of reputation in customer experience?
- 03What influences reputation?
- 04How many facets does a branding have? Do they interact?
- 05How long does it take to build a brand?
- 06Is it the same message for all customers?
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.
- 01Optimising marketing investment for your loyalty programme and commercial output
- 02Strengthen campaign efforts through customer insights
- 03Boost growth through customer loyalty
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.
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.
- 01Explanation of what Customer Experience is in Iberia
- 02Explanation of what Customer Service is in Iberia
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.
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.
- 01As company, we have a strategy to be number 1 for customers, employers and investors
- 02How do we transform to a service organisation with a focus on quality?
- 03How digitisation supports the transformation to relational service?
- 04Achieving concrete results
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.
- 01AI in Marketing
- 02AI-powered Tools
- 03Consumer Benefits
- 04Reshaping the Future
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.
- 01Is it only the personal experience that counts?
- 02What is the role of reputation in customer experience?
- 03What influences reputation?
- 04How many facets does a branding have? Do they interact?
- 05How long does it take to build a brand?
- 06Is it the same message for all customers?
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.
- 01Optimising marketing investment for your loyalty programme and commercial output
- 02Strengthen campaign efforts through customer insights
- 03Boost growth through customer loyalty
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.
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.
- 01Explanation of what Customer Experience is in Iberia
- 02Explanation of what Customer Service is in Iberia
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.
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.
- 01As company, we have a strategy to be number 1 for customers, employers and investors
- 02How do we transform to a service organisation with a focus on quality?
- 03How digitisation supports the transformation to relational service?
- 04Achieving concrete results
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.
- 01AI in Marketing
- 02AI-powered Tools
- 03Consumer Benefits
- 04Reshaping the Future
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.
- 01Is it only the personal experience that counts?
- 02What is the role of reputation in customer experience?
- 03What influences reputation?
- 04How many facets does a branding have? Do they interact?
- 05How long does it take to build a brand?
- 06Is it the same message for all customers?
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.
- 01Optimising marketing investment for your loyalty programme and commercial output
- 02Strengthen campaign efforts through customer insights
- 03Boost growth through customer loyalty
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
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01How to Create a Great Customer Experience Strategy?
- 02Interaction Between Customers and Organisations throughout the Customer Lifecycle
- 03Mapping Out the Customer Journey of Tomorrow
- 04Transparency in the Use of Data and Technology
- 05Customer Experiences Across Multiple Channels
- 07Innovation Management: Importance of Managing New Ideas
- 08Voice of the Customer: Evaluation and implementation of new solutions through VoC
Testimonials
What our users say about our conferences
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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