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11TH ANNUAL CUSTOMER EXPERIENCE MANAGEMENT SUMMIT

7 – 8 OCTOBER 2020 | ONLINE
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Gökhan
UGURLU

Vice President of Customer Service

Miriam
HOOK

Vice President Global Clients and DACH

Michal
SZANIECKI

Managing Director

Carlos
CANTU

Director of Business Marketing

Fabian
KORTKEAAS

Head of Customer Experience & Quality Management

Balazs
SZABO

Head of Customer Experience and Digital Development

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Acceleration of digital CX as a reaction to increasing demand for modern solutions
  • How will CX look post global pandemic?
  • Are you using the trendiest technologies to satisfy your customer needs?
  • Effective implementation of extended reality in your business
  • Creating intelligent customer support model
  • Enduring significance of NPS and KPIs
  • Is personalised experience truly crucial and what to do if it is not applicable in your business?
  • The role of AI and the rise of chatbots in customer-centric approach
  • How to approach customer service productively?

DESIGNED FOR

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from telecommunications, retail, pharmaceutical, banking, automotive, hospitality, aviation, chemical industries involved in:

  • Customer Experience
  • Digital Customer Experience
  • Customer Value Proposition
  • Customer Experience Management
  • Customer Relations Management
  • Digital Products Enhancing Customer Experience
  • Customer Insights
  • Customer Journey
  • Customer Value
  • Voice of Customer
  • Customer Strategy
  • Customer Care
  • Customer Excellence
  • Customer Marketing

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Customer Experience for TUI (Benelux) Pre- and Post-Corona

At the end of last year TUI won the silver award on the international CX awards summit. Their strategic approach to customer experience within TUI Benelux, led to unprecedented NPS growth. Although this story is still insightful; we are currently in the midst of the corona-crisis. As a travel company they were the first industry heavily hit, and will most likely be the last to restart. What implications will all this have on their industry is worth sharing. Since we are still in the middle of the crisis, it is hard to predict the exact storyline, but in essence the theme would be CX for TUI (Benelux) pre- and post-corona. The speaker will tell the story about the impact on their company and how they responded to these new challenges. Only time will tell where will TUI be in October.

How a data-driven TUI Benelux CX strategy, led to historic NPS growth, including:

  • Data-driven CX: Using data, driver analysis and NPS financial value model
  • Customer journey management: Changing management through customer journey interventions , test & learn and MVP
  • Customer-centric culture: Ambassadorship programme, how to engage employees from board to staff
  • Post-corona era: From crisis management, repatriation, staying relevant & connected to customers and re-entry of travel

Fabian
KORTKEAAS

Head of Customer Experience & Quality Management

Carlos
CANTU

Director of Business Marketing

CASE STUDY / DAY 1

Brands Leading the Way

Marketing has changed forever after everything that has happened
during 2020 and brands need to find new approaches to engage with
their audience. Let us take a look at the brands that are leading the way.

  • During 2020, consumers have changed for good
  • These consumers expect brands to change too
  • There are brands that have understand this already and are leading
    the way
  • Let us take a look at what these brands have in common

CASE STUDY / DAY 2

Increasing Customer Profitability with Predictive Modelling

Swiss Re, one of the world’s largest reinsurers, not only provides capital solutions to its customers, it also assists their insurance clients in their day to day business, supporting them to improve business efficiency and to increase profitability: Swiss Re e.g. helps its insurance customers to detect profitable risks using new technology in form of machine learning applications. Either to identify customer segments that outperform other sectors, using external data and/or identifying regions that provide better insurance margins. These are two examples of a whole range of possibilities that the company can bring to its customers to assist them to achieve their growth targets and increase their margins.

  • Predictive modelling in insurance
  • Introduction to machine learning applications that use external data to predict profitability of a given (insurance) market
  • Discussion on business cases that help customers to benefit from forward-looking modelling in their insurance value proposition
  • Portfolio optimisation and portfolio steering with machine learning approaches

Miriam
HOOK

Vice President Global Clients and DACH

Michal
SZANIECKI

Managing Director

CASE STUDY / DAY 2

How They Changed What Consumers Feel & Do by Understanding Billions of Their Associations – Volkswagen Repositioning Case

Volkswagen faced the need to reposition itself after Dieselgate. Instead of pursuing the conventional way of qualifying with consumers the new brand’s content & CXs – VW Team decided to implicitly “read” the entire population’s option on what they think about the new concepts vs. VW brand. By using advanced AI and neuroscience, VW developed CSs & activations that brought the brand to the new consumer resonance levels. This approach now in the post-pandemic ponderings comes handier than ever before.

  • Neuroscientific approach to understanding big data that comes handy in the “new normal”
  • Plug&Play solution to create any content and CX for your brand
  • Redefining brand purpose under any circumstances

STAY UPDATED FOR THE 2021 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

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