Quentin Descat
Head Global Cardiovascular – Commercial Launch Brands Lead
CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
Quentin Descat
Head Global Cardiovascular – Commercial Launch Brands Lead
CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
Speakers
Sample of Keynote Speakers and their Case Studies
Quentin Descat
Head Global Cardiovascular – Commercial Launch Brands Lead
CASE STUDY
The Employer Experience Proposition
Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.
- 01Digital marketing – More important than ever
- 02Commercial innovation
- 03Post-pandemic era: An accelerator of digital transformation
- 04Importance of developing the right content
- 05Future of pharma sales & marketing
- 06Customer centricityand customer engagement
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Jean-Pascal Amblat
Head of Owned Channels and CRM
CASE STUDY
How Air France Leverage Segmentation & Personalisation to Engage More His Customers
The travel industry is growing fast. The choice to select of an airline is multiple. It is important to leverage his data collected to define the right message to the right audience. In this session, Air France will share how segmentation & personalisation are key to engage more his customers.
- 01Challenges ahead
- 02The role of marketing Automation
- 03The AI in our activation
- 04Successes
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Moritz Wolf
Global Head of CRM CoE – Data, Intelligence & Operations
CASE STUDY
The Catalyst for AI-Powered Customer Transformation
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
- 01Define a customer KPI model that connects customer outcomes to business management, growth, and enterprise priorities.
- 02Establish cross-functional governance for decision-making and AI optimisation to ensure speed creates aligned value, not fragmented outcomes.
- 03Orchestrate execution coherently across the operating model, ecosystem, and technology stack.
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
Show More
Tom Voirol
Global Head of CX Strategy & Design
CASE STUDY
CX Strategy for Global Organisations
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
- 01Building a scalable CX framework across multiple markets and business units
- 02Aligning customer experience with strategic business objectives and measurable outcomes
- 03Balancing global standardisation with local market needs and customer expectations
- 04Establishing governance models to ensure consistent execution and accountability
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
Show More
Joel Peters
Head of UX, Design & Research
CASE STUDY
Omnichannel Excellence – Seamless Journeys Across Every Touchpoint
Customers don’t think in channels, they think in journeys. Yet most organisations still design, optimise, and measure in silos. This talk explores how TUI is working to create truly seamless, cross-channel experiences across apps, websites and retail touchpoints – turning fragmented interactions into a single, connected journey.
- 01Designing for journeys, not touchpoints: shifting mindset from features to flow
- 02Mobile-first, context-aware design as the foundation for modern CX
- 03Creating cross-channel continuity: from inspiration to booking to in-trip and beyond
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Svetla Scheiber
Global Black Belt Business Value
CASE STUDY
From Experimentation to Impact: Leading the Al-Powered Experience Transformation
Leading organisations are unlocking real Al business value by intentionally connecting Customer Experience (CX), Employee Experience (EX) into a single Experience strategy. This session shares how Microsoft and its customer, moved beyond pilots to scale Al in everyday work, improving customer outcomes, empowering employees, delivering measurable results.
- 01 CX and EX as a single value engine, amplified by Al
- 02 Moving from Al experimentation to scaled, measurable impact
- 03 Al as a value multiplier that augments human capabilities
- 04 Leadership and operating model shifts required to realise value
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
Show More
Jean-Pascal Amblat
Head of Owned Channels and CRM
CASE STUDY
How Air France Leverage Segmentation & Personalisation to Engage More His Customers
The travel industry is growing fast. The choice to select of an airline is multiple. It is important to leverage his data collected to define the right message to the right audience. In this session, Air France will share how segmentation & personalisation are key to engage more his customers.
- 01Challenges ahead
- 02The role of marketing Automation
- 03The AI in our activation
- 04Successes
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Moritz Wolf
Global Head of CRM CoE – Data, Intelligence & Operations
CASE STUDY
The Catalyst for AI-Powered Customer Transformation
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
- 01Define a customer KPI model that connects customer outcomes to business management, growth, and enterprise priorities.
- 02Establish cross-functional governance for decision-making and AI optimisation to ensure speed creates aligned value, not fragmented outcomes.
- 03Orchestrate execution coherently across the operating model, ecosystem, and technology stack.
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
Show More
Tom Voirol
Global Head of CX Strategy & Design
CASE STUDY
CX Strategy for Global Organisations
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
- 01Building a scalable CX framework across multiple markets and business units
- 02Aligning customer experience with strategic business objectives and measurable outcomes
- 03Balancing global standardisation with local market needs and customer expectations
- 04Establishing governance models to ensure consistent execution and accountability
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
Show More
Joel Peters
Head of UX, Design & Research
CASE STUDY
Omnichannel Excellence – Seamless Journeys Across Every Touchpoint
Customers don’t think in channels, they think in journeys. Yet most organisations still design, optimise, and measure in silos. This talk explores how TUI is working to create truly seamless, cross-channel experiences across apps, websites and retail touchpoints – turning fragmented interactions into a single, connected journey.
- 01Designing for journeys, not touchpoints: shifting mindset from features to flow
- 02Mobile-first, context-aware design as the foundation for modern CX
- 03Creating cross-channel continuity: from inspiration to booking to in-trip and beyond
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Svetla Scheiber
Global Black Belt Business Value
CASE STUDY
From Experimentation to Impact: Leading the Al-Powered Experience Transformation
Leading organisations are unlocking real Al business value by intentionally connecting Customer Experience (CX), Employee Experience (EX) into a single Experience strategy. This session shares how Microsoft and its customer, moved beyond pilots to scale Al in everyday work, improving customer outcomes, empowering employees, delivering measurable results.
- 01 CX and EX as a single value engine, amplified by Al
- 02 Moving from Al experimentation to scaled, measurable impact
- 03 Al as a value multiplier that augments human capabilities
- 04 Leadership and operating model shifts required to realise value
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
Show More