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
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
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
CASE STUDY
Engineered Simplicity: The CX Advantage in Complex Markets
Rail Europe’s CX strategy is built on a paradox: make one of the most complex travel products feel simple to buy, use, and trust. This session explores how engineered simplicity drives loyalty, smooths global-local friction, and turns operational complexity into a seamless experience customers barely notice — by design. Ultimately, it’s about one thing: creating an experience so seamless customers barely think about it — and that’s the point.
- 01Selling European rail travel = managing thousands of routes, rules, and systems — but customers expect a smooth, intuitive experience
- 02At Rail Europe, we’ve made simplicity a strategic choice — even though it’s one of the hardest things to deliver
- 03How we map complexity behind the scenes?
- 04Why “frictionless” doesn’t mean “featureless”
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Designing a Comprehensive Digital Transformation Programme for Customer Excellence
In today’s rapidly evolving digital landscape, organisations must embrace transformation to ensure exceptional customer experiences. “Designing a Comprehensive Digital Transformation Programme for Customer Excellence” will provide a strategic framework to help businesses implement a structured approach to digitalisation, ensuring seamless customer interactions, empowered teams, and operational excellence.
- 01Customer-Centric Digital Transformation: Aligning digital initiatives with customer needs to enhance satisfaction and loyalty
- 02Empowering Team Members: Providing the right tools, training, and mindset to foster a culture of innovation and customer excellence
- 03Automation & Digitalisation: Leveraging AI, self-service, and process automation to improve efficiency and reduce friction in customer interactions
- 04Process Harmonisation & Excellence: Standardising and optimising processes across channels and departments to ensure consistency and scalability
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Using Customer Experience Insights to Power Innovation
Customer Experience is the ultimate expression of competitive advantage. It is the job of every one of your employees, it must be built comprehensively and intentionally, run on data, and cannot be delegated to a team of experts — it is the single most important outcome of your innovation efforts. Join this talk for a practical take on implementing a customer experience management system that powers innovation across the entire product lifecycle.
- 01Why Customer Journey Mapping matters: thinking beyond devices and users
- 02Connecting the dots: Making customer insight flow across geographical and organisational borders
- 03Digging for gold: Making sense of data that has been available all along
- 04Tying it all together: Building customer feedback loops at scale
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
From Intent to Impact: Designing for Every Step of the Guest Experience
l will share how we at Strawberry work with both the physical and digital aspects of the hotel guest journey, from intent and search to post-stay and loyalty, and how we collaborate continuously with our guests through research and interviews. I’ll cover how we integrate insights into development, create meaningful experiences, and uncover new opportunities for innovation.
- 01Why customer journey mapping matters
- 02Bridging physical and digital touchpoints for a seamless experience
- 03Strawberry’s approach to continuous guest collaboration
- 04Using guest insights to identify opportunities
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Customer Value Management: From Value Creation to Customer Engagement and Value Capture
- 01How to quantify intangible elements of value (customer service, technical service, reliability, sustainability, etc…)?
- 02How to have a conversation with customers about your value proposition?
- 03How to create a joint value creation roadmap with your customers?
- 04How to build a comprehensive value story in 6 weeks from scratch?
- 05How to link Customer Experience and Customer Value Management?
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.
CASE STUDY
Engineered Simplicity: The CX Advantage in Complex Markets
Rail Europe’s CX strategy is built on a paradox: make one of the most complex travel products feel simple to buy, use, and trust. This session explores how engineered simplicity drives loyalty, smooths global-local friction, and turns operational complexity into a seamless experience customers barely notice — by design. Ultimately, it’s about one thing: creating an experience so seamless customers barely think about it — and that’s the point.
- 01Selling European rail travel = managing thousands of routes, rules, and systems — but customers expect a smooth, intuitive experience
- 02At Rail Europe, we’ve made simplicity a strategic choice — even though it’s one of the hardest things to deliver
- 03How we map complexity behind the scenes?
- 04Why “frictionless” doesn’t mean “featureless”
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Designing a Comprehensive Digital Transformation Programme for Customer Excellence
In today’s rapidly evolving digital landscape, organisations must embrace transformation to ensure exceptional customer experiences. “Designing a Comprehensive Digital Transformation Programme for Customer Excellence” will provide a strategic framework to help businesses implement a structured approach to digitalisation, ensuring seamless customer interactions, empowered teams, and operational excellence.
- 01Customer-Centric Digital Transformation: Aligning digital initiatives with customer needs to enhance satisfaction and loyalty
- 02Empowering Team Members: Providing the right tools, training, and mindset to foster a culture of innovation and customer excellence
- 03Automation & Digitalisation: Leveraging AI, self-service, and process automation to improve efficiency and reduce friction in customer interactions
- 04Process Harmonisation & Excellence: Standardising and optimising processes across channels and departments to ensure consistency and scalability
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Customer Value Management: From Value Creation to Customer Engagement and Value Capture
- 01How to quantify intangible elements of value (customer service, technical service, reliability, sustainability, etc…)?
- 02How to have a conversation with customers about your value proposition?
- 03How to create a joint value creation roadmap with your customers?
- 04How to build a comprehensive value story in 6 weeks from scratch?
- 05How to link Customer Experience and Customer Value Management?
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.
CASE STUDY
Using Customer Experience Insights to Power Innovation
Customer Experience is the ultimate expression of competitive advantage. It is the job of every one of your employees, it must be built comprehensively and intentionally, run on data, and cannot be delegated to a team of experts — it is the single most important outcome of your innovation efforts. Join this talk for a practical take on implementing a customer experience management system that powers innovation across the entire product lifecycle.
- 01Why Customer Journey Mapping matters: thinking beyond devices and users
- 02Connecting the dots: Making customer insight flow across geographical and organisational borders
- 03Digging for gold: Making sense of data that has been available all along
- 04Tying it all together: Building customer feedback loops at scale
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
From Intent to Impact: Designing for Every Step of the Guest Experience
l will share how we at Strawberry work with both the physical and digital aspects of the hotel guest journey, from intent and search to post-stay and loyalty, and how we collaborate continuously with our guests through research and interviews. I’ll cover how we integrate insights into development, create meaningful experiences, and uncover new opportunities for innovation.
- 01Why customer journey mapping matters
- 02Bridging physical and digital touchpoints for a seamless experience
- 03Strawberry’s approach to continuous guest collaboration
- 04Using guest insights to identify opportunities
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Engineered Simplicity: The CX Advantage in Complex Markets
Rail Europe’s CX strategy is built on a paradox: make one of the most complex travel products feel simple to buy, use, and trust. This session explores how engineered simplicity drives loyalty, smooths global-local friction, and turns operational complexity into a seamless experience customers barely notice — by design. Ultimately, it’s about one thing: creating an experience so seamless customers barely think about it — and that’s the point.
- 01Selling European rail travel = managing thousands of routes, rules, and systems — but customers expect a smooth, intuitive experience
- 02At Rail Europe, we’ve made simplicity a strategic choice — even though it’s one of the hardest things to deliver
- 03How we map complexity behind the scenes?
- 04Why “frictionless” doesn’t mean “featureless”
Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.
To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.
CASE STUDY
Designing a Comprehensive Digital Transformation Programme for Customer Excellence
In today’s rapidly evolving digital landscape, organisations must embrace transformation to ensure exceptional customer experiences. “Designing a Comprehensive Digital Transformation Programme for Customer Excellence” will provide a strategic framework to help businesses implement a structured approach to digitalisation, ensuring seamless customer interactions, empowered teams, and operational excellence.
- 01Customer-Centric Digital Transformation: Aligning digital initiatives with customer needs to enhance satisfaction and loyalty
- 02Empowering Team Members: Providing the right tools, training, and mindset to foster a culture of innovation and customer excellence
- 03Automation & Digitalisation: Leveraging AI, self-service, and process automation to improve efficiency and reduce friction in customer interactions
- 04Process Harmonisation & Excellence: Standardising and optimising processes across channels and departments to ensure consistency and scalability
Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.
CASE STUDY
Using Customer Experience Insights to Power Innovation
Customer Experience is the ultimate expression of competitive advantage. It is the job of every one of your employees, it must be built comprehensively and intentionally, run on data, and cannot be delegated to a team of experts — it is the single most important outcome of your innovation efforts. Join this talk for a practical take on implementing a customer experience management system that powers innovation across the entire product lifecycle.
- 01Why Customer Journey Mapping matters: thinking beyond devices and users
- 02Connecting the dots: Making customer insight flow across geographical and organisational borders
- 03Digging for gold: Making sense of data that has been available all along
- 04Tying it all together: Building customer feedback loops at scale
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
CASE STUDY
From Intent to Impact: Designing for Every Step of the Guest Experience
l will share how we at Strawberry work with both the physical and digital aspects of the hotel guest journey, from intent and search to post-stay and loyalty, and how we collaborate continuously with our guests through research and interviews. I’ll cover how we integrate insights into development, create meaningful experiences, and uncover new opportunities for innovation.
- 01Why customer journey mapping matters
- 02Bridging physical and digital touchpoints for a seamless experience
- 03Strawberry’s approach to continuous guest collaboration
- 04Using guest insights to identify opportunities
In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.
CASE STUDY
Customer Value Management: From Value Creation to Customer Engagement and Value Capture
- 01How to quantify intangible elements of value (customer service, technical service, reliability, sustainability, etc…)?
- 02How to have a conversation with customers about your value proposition?
- 03How to create a joint value creation roadmap with your customers?
- 04How to build a comprehensive value story in 6 weeks from scratch?
- 05How to link Customer Experience and Customer Value Management?
In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:
By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.