Unleashing Digital Customer Experience 2019

Presented by Global Executive Events
  • Rode Hoed | Amsterdam
Event Agenda

The Goal Of The Event

Unleashing Digital Customer Experience 2019

The objective of this two-day summit is to bring together cross-industry leaders to discuss key trends and innovative approaches to the challenges and developments they are facing within their industries relating to Digital Customer Experience.

Points of Discussion

  1. Building and Implementing a Sustainable Digital Customer Experience Strategy for the Enterprise
  2. Driving Organizational Change: The Power of the Digital Customer Experience
  3. The Digital vs the Physical World: A Reunion of Epic Proportions
  4. DCX and Data Analytics: Driving Product Roadmaps Forward, Creating Consistency and Striking a Balance between Consumer Engagement and Data-Overload
  5. Embracing Technologies: Utilizing the Power of AI, ML, VR and other Emerging Technologies to Create Even Greater Digital Customer Experiences
  6. Digital Customer Experiences, Trust and Transparency: The Imperative Relationship
  7. Driver Changes in Customer Experience: Generation Z, Social Media, Hyper-Personalization and Increasing Expectations
  8. Launching a “Lifestyle Brand”: Cultivating a Brand Community and Culture with Customers by Integrating Digital Marketing Strategies across Multiple Channels
  9. Going International: Cultural Implications to Consider when Scaling DCX Across Borders or Within Multi-Cultural Organizations
  10. Redefining the Customer Journey in the Digital Age

Who Could You Meet

20+

Cross Industry Leading Speakers

100+

Senior Level Attendees

85:15

Corporate : Companies
Solution Providers

Why a Summit?

The last decade has seen an explosion of innovative ideas and practices in Digital Customer Experience. At the forefront of these developments has been a greater push and appreciation for the power of Artificial Intelligence to create better consumer satisfaction and engagement, call centers have given way to bots, and consumer identities are being digitized and companies are using these to stay at the forefront of their customers’ needs and wants. However, throughout 2019 we have seen that things are changing yet again: the future of Digital Customer Experience is now taking on a very human aspect. With attention spans decreasing and consumer demands increasing, Digital Customer Experience initiatives must find a way to combine pre-existing channels with the emergence of human creativity and experience.

It’s all about the EXPERIENCE!

  • Cross-industry learning – find out how innovative new projects adopted by other sectors could

      add value to your business

  • Save time and money – concentrated industry insights and knowledge across two intensive days
  • Case studies – practical information on what works and what doesn’t, outlining the challenges

     and lessons learned for current and planned projects

  • Networking and interactive – build new relationships and engage with other executives in our

     workshops, unconference sessions and networking lunches

  • Collaborate – specialists and innovators generating brilliant ideas and innovative solutions
  • Real-world information – get practical, evidence-based insights to help you stay ahead of the

     curve

How Will You Benefit

100+

Like Minded Strategy leaders for Networking

Ideas

Hear About Groundbreaking Approaches to Innovation

Case Studies

Get the Pro & Cons of New & Existing Projects

Opportunities For Networking

Meet up to 100 like-minded cross-industry senior executives over two days of intensive talks, workshops, and learning whilst taking advantage of the chance to do some strategic networking. Be a part of the creative process by engaging in idea generation and problem-solving opportunities. You will have ample time to share your own knowledge with others, as well as gaining new insights from your peers during our networking sessions. All our attendees will leave our summit with unique viewpoints from others who have been through similar situations in an intimate round table setting.

Event Speakers

Patrick Roelandt

Patrick Roelandt

Managing Director, Dialog Groep
Netherlands
Victoria Georgalakis

Victoria Georgalakis

Managing Director and Senior Vice President, SYKES
United Kingdom
Christoph Neut

Christoph Neut

VP EMEA, SparkCentral
Belgium
Paul Kattestaart

Paul Kattestaart

Principal Consultant Customer Engagement, Capgemini Invent
Netherlands
Leslie Cottenjé

Leslie Cottenjé

CEO, Hello Customer
Belgium
Sultan Semlali

Sultan Semlali

Sales Development Director, Oracle
Netherlands
Tom De Ruyck

Tom De Ruyck

Professor, IÉSEG School of Management
Belgium
Pelin Hekimoglu

Pelin Hekimoglu

Manager in Retail Training and Development, Arcelik, Beko, Grundig, Altus and Leisure brands
Netherlands
Glen Broomfield

Glen Broomfield

Head of User Research & Product Experience, Stepstone
Netherlands
Helen Page

Helen Page

Product Experience Lead, Stepstone
United Kingdom
Liliana Caimacan

Liliana Caimacan

Head Of Global Innovation, Tata Global Beverages
United Kingdom
Linda Nieuwenhuis

Linda Nieuwenhuis

Global Director of Sales Legal & Regulatory Division, Wolters Kluwer
Netherlands
Julita Davies

Julita Davies

Digital Marketing Specialist, Kobelco Construction, Machinery Europe B.V.
Netherlands
Rudi Ronzani

Rudi Ronzani

ICT Manager, Induver
Belgium
Ahmed Shaker

Ahmed Shaker

Regional Manager – Digital Marketing, Premier Inn
United Arab Emirates
Ben Fuschillo

Ben Fuschillo

Global Digital Marketing Strategist, WOLTERS KLUWER
Netherlands
Viviana Faggiano

Viviana Faggiano

Global Commercial Excellence, ZAMBON GROUP
Italy
Alessandro Milli

Alessandro Milli

Head of Global Commercial Excellence, ZAMBON GROUP
Italy
Stef Nimmegeers

Stef Nimmegeers

Co-Founder, BOTHRS
Belgium
Maarten Quartier

Maarten Quartier

Head of E-Commerce, Edgard & Cooper
Belgium
Dekyi Boorsma

Dekyi Boorsma

Head of Customer Support EMEA, Netflix
Netherlands
Irina Andreea Cardos

Irina Andreea Cardos

Global Marketing Communications Project Manager, Multinational Conglomerate Company
Romania
Helen Arvanitopoulos

Helen Arvanitopoulos

Head of User Experience | Center of Excellence for Digital, AEGON
Netherlands

Event Sponsors

Sparkcentral
1.5 billion people around the globe send tens of billions of messages on WhatsApp alone - per day. Yet very few of those messages go to businesses… Sparkcentral aim to change that — changing the way how customer service is delivered around the world. We connect businesses with customers through messaging, whether that’s on public (social) or private messaging channels (WhatsApp, Messenger, SMS, in-app, in-web, ...). We are doing this by providing enterprises with a Messaging Customer Care platform and relevant insight. Our goal is to inspire and enable compelling customer experiences, and we already work with some of the most amazing brands out there, including companies such as Netflix, Slack, Zappos, Argenta Bank, citizenM, Goodbaby, Engie, KBC,... To learn more, visit www.sparkcentral.com
Dialog Groep
Dialog Groep has been a specialist in customer communication for many years. We believe that steering towards a higher involvement of customers, employees and partners results in a better operating result. Our success formula: employee engagement + customer engagement = more revenue and profit. Together with our clients, we are working on the realization of an engagement roadmap, in which smart use of data makes customer communication more personal, relevant and interactive. We automate processes and make customer contact more digital, safer and easier. This makes digital personal. Customer-oriented thinking and flexibility is in our DNA.
The APS Group
APS Group is a marketing and communications company enjoying strategic partnerships with global brands in a variety of sectors. Bringing together content creators, production experts and technology, APS Group makes more possible – helping brands talk to their customers in the most relevant and rewarding way. Our service offering is a comprehensive range of marketing communication services, which includes strategy and insight, design, data communications and digital solutions Founded in 1961 the company is independently owned and employs more than 900 people across the globe. Headquartered in the UK, APS Group also has offices in the US and across mainland Europe including the Netherlands. www.theapsgroup.com
Capgemini Invent
Capgemini Invent is part of the Capgemini Group and focuses on consulting, digital innovation and transformation – helping organizations with bringing to life what’s next. Capgemini Invent consists of a 6,000+ strong team located in more than 30 offices and 10 creative studios around the world. Capgemini Invent’s specialist capabilities provide clients with the ability to operate at the speed of digital; to ideate and design digital transformation strategy, tangible digital solution prototypes and transformation plans, while assessing the path for scaling and monitoring them by leveraging the full expertise of the Group. Capgemini Invent helps its clients to stay relevant and be ahead of the competition.
SYKES
SYKES is a digital marketing and customer service global outsourcer, providing customer-engagement services to Global 2000 companies. Our differentiated end-to-end service platform effectively engages consumers at every touch point in their customer lifecycle, starting from digital marketing and acquisition to customer support, technical support, up-sell/cross-sell and retention. In an age of faster technology and expanding communication channels, customers are becoming more and more digitally connected, yet even more distanced from the brands they choose to support. SYKES supports the full customer lifecycle with its offerings and strives to help people one caring interaction at a time, truly creating trust between brands and their customer base.
Canon
Canon is the leading name in digital imaging and information technology solutions for consumer and business-to-business, since it was founded in 1937. One of Canon's business activities focuses on information and communication management. Canon has been active in this domain for more than 25 years and is certified as a Platinum Delivery Partner of Quadient. This certification means that Canon is the preferred supplier in the Benelux for Quadient solutions. With its CCM solutions, Canon supports companies in designing, managing and delivering personalized customer communications via all conceivable channels from one centralized platform, to realize great customer experiences.
Efficy CRM
Efficy CRM is your solution to enhance the digital CX of your company. Our Customer Relationship Management software allows you to target your database and let you communicate with your customers on a personalised level. With features as AI, gamification and BI, with Efficy your business will give your customers the digital experience they deserve. Efficy is the largest independent CRM software supplier in Europe. With its head office in Belgium and offices in The Netherlands, France and Spain, we serve 160.000 users, 2.400 clients in 33 countries. Stop by to meet us. Follow us on LinkedIn and visit https://www.efficy.com/
Quadient
Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment A of Euronext Paris and belongs to the SBF 120 index. For more information about Quadient, visit quadient.com
Hello Customer
Hello Customer is building the technology that leapfrogs traditional satisfaction scores. Great companies make a continuous connection with customers a fundamental part of their business strategy. Through real-time feedback conversations, we enable companies to truly understand what drives their customers and employees. With our AI engine of 95% accuracy rate, we help you collect and convert unstructured open feedback into powerful insights across the business. Using the Hello Customer platform, you will be able to understand what your customers really expect so that you can make informed decisions on investment priorities. By keeping the loop going, you can build better experiences, boost operational efficiency and lower costs to achieve revenue growth.
Oracle
At Oracle our mission is to help people see data in new ways, discover insights, unlock endless possibilities. In recent years, organisations have started to understand the importance of Customer Experience (CX) as a key differentiator. Driving this is the “Experience Economy,” a dramatic shift in the power that consumers have that is inspiring companies to rethink, retool, and revamp CX in entirely new ways. In many cases, companies are still thinking of CX in a silo, trying to source best-of-breed applications from different players and acting as a system integrator to put it all together. In order to compete in the Experience Economy, organisations must place customer experience data at the core of their business model and orchestrate data flows from all interaction points. As a customer obsessed data company, we take a Data-First Approach to New Customer Experience Innovations, the Oracle CX Cloud (including leading solutions such as Marketing Cloud, Eloqua, Bluekai, Sales Cloud and Service Cloud to name a few) help brands unify customer data, personalise interactions and win more business.