14th Annual Customer Experience Management Summit

4 – 5 October 2023 | MAXX by Steigenberger Vienna



Summit will host speakers from the world’s leading companies

Giovanni Tavani

Director, Global Customer Care and Social Media

Paolo De Angeli

Head of Customer Experience and Customer Value Management

Roberta Passerini

Head of Global Omnichannel Engagement

Andrea Eusebi

Retail Area Manager – Region Nord Ovest

Thomas Reby

Head of Hardware and Google Store, EMEA

Hottest topics that will be discussed this annual

The field of customer experience management is rapidly evolving with a focus on personalisation, omnichannel experiences, and the use of emerging technologies to drive customer satisfaction and loyalty. Join our 14th Annual Customer Experience Management Summit to gain insights from industry peers on how to implement innovative practices and provide immersive experiences for your customers.
Learn about the current state of this quickly changing field and discover practical examples of how to efficiently cope with it. Our business conference features senior-level decision makers from retail, banking, pharma, IT, telecom, automotive, and other major industries, who will share their most successful practices and lessons learned.
Network with your peers from leading companies, get inspired by diversity, and stay up-to-date with the latest key points and trends. This is the perfect opportunity for change-makers looking to drive innovation in their customer experience management strategies.

Cover Over 8 Topics

  • Personalisation: Data and technology usage for personalising customer experiences at scale
  • Develop emotional intelligence in customer service teams to improve empathy, communication, and rapport with customers
  • Voice assistants and chatbots: Best practices for providing a seamless and satisfying customer experience
  • How to map customer journeys across multiple touchpoints and channels and use insights to optimise customer experiences and increase loyalty?
  • Strategies for leveraging social media to engage with customers, respond to feedback, and build brand reputation
  • Create cohesive, consistent customer experiences across multiple channels, including brick-and mortar stores, websites, and mobile apps
  • How to gather and analyse customer feedback to identify areas for improvement, track progress, and demonstrate the value of customer experience initiatives?
  • How to build ethical frameworks and policies that prioritise customer privacy, fairness, and transparency in the use of data and technology

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

Few photos from our summits


Event programme

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Inside you will find

  • What keynote speakers will be taking part in the exclusive speaking panel
  • What Case Studies will be discussed by our senior corporate speakers
  • The minute by minute breakdown of the conference