CX
EMEA

The increasing presence of AI has disrupted the status quo in CX and enterprises worldwide have already experienced the benefits of investing in AI technology. As CX professionals look to the future, what’s next for AI Innovation? Join Brian Atkinson, VP and General Manager of Five9 EMEA to discover how innovation in AI technology will forever change the CX landscape.

Speakers:
Brian Atkinson, VP and General Manager , Five9 EMEA

Learn how InMoment is using its latest artificial intelligence technology to make the most of all feedback from multiple sources and in multiple channels. XI Spotlight is the latest addition to the XI solution suite and brings enterprise grade text analysis along with intuitive business intelligence and reporting capabilities to help organisations with topics such as brand monitoring, product development and optimization, churn reduction and regulatory compliance.

Speakers:
Anthony Wright, Senior Director of Solution Consulting, EMEA, InMoment

In late 2020, Coventry Building Society embarked upon a transformation project known as DCCE (Digital Customer Communications Engagement). Hear how Paragon DCX supported the initial phase of this project, providing an independent consultancy service, followed by a fast-track project to do the basics brilliantly and leap towards CRM excellence!

Speakers:
Murdo Ross, Solutions Director, Paragon DCX
Phil Boon, Head of Digital, Coventry Building Society

Join Darran Taylor from the AA as he shares his experiences of working alongside Forsta to rejuvenate their CX measurement program. Darran will explain how a renewed focus on the importance of measuring CX led to the adoption of fresh approaches, from survey redesign to communication of results to driving actions. Darran will illustrate through ‘real life’ examples including how the program enabled a better understanding the experiences of vulnerable customers.

Speakers:
Darran Taylor, Group Customer Experience Senior Manager, The AA
Phil Durand, Principal Consultant, Forsta

NBrown, a leading UK retailer, is a data rich ecommerce business who sought to improve their on-line customer experience and increase revenue. By leveraging digital experience analytics to better understand on-line customer behaviours, NBrown was able to increase new customer acquisition and drive higher engagement by removing frictions across the customer journey.

Attend this session to learn:

• How digital experience analytic solutions, can remove frictions across customer journeys
• Digital experience best practices throughout the customer lifecycle
• How NBrown is using digital experience analytics to increase customer acquisition, satisfaction and loyalty

Speakers:
Chris Grant, Group Head of User Experience, N Brown Group plc
David Geffen, VP, Product Marketing, Glassbox

In this session, Paula Bobbett, Boots.com’s Chief Digital Officer, talks to Momentive’s Cormac Kelly about how Boots delivers a world class Digital Customer Experience. You’ll hear about how Boots approach their customer landscape, how they think about their Customer Experience Strategy and Voice of the Customer Programs using GetFeedback, by Momentive, to gather insights from their Customer base. Finally, hear Paula share her thoughts about how Boots.com Customer Strategies will continue to evolve.

Speakers:
Cormac Kelly, Senior Director, Customer Success, Momentive
Paula Bobbett, Chief Digital Officer, Boots UK

Digital engagement is changing  and it re-defines how communications can help bring brand stories to life. Together with our customers, Infobip has been working on exciting campaigns using every element of the channel’s rich capabilities to deliver something truly unique and extraordinary. Infobip’s journey is to redefine and create authentic and safe digital interactions between humans and the world around us. Technological development is constantly accelerating, which brings many new business opportunities but also offers the chance to create new value experiences for companies and their customers.

Speakers:
Ivan Ostojić, Chief Business Officer, Infobip

Sarah will discuss the evolution of an already customer-centric organization and their ongoing journey to fully leverage data to create meaningful touchpoints and great customer experience. She will cover the role of data and her view on finding the harmonious balance of people and data. You will hear about how to leverage data operationally to improve the customer experience, use insights to drive innovation, and gain efficiencies in your own organisation.

Speakers:
Sarah Hillman, Global Head of CRM & Data, The Travel Corporation (TTC)

Three UK is one of the UK’s largest telcos. To support their ambition to make customer experience its crown jewel, the business knew its transformation plan needed customers at the very heart of the organisation.

Working with Medallia, launching and embedding a journey programme would be integral to delivering this plan.

We’ll share how we did it, and the impact a customer-centric programme had on better understanding customers, solving problems, influencing decisions, and creating value.

Speakers:
Julia Murphy, Head of Customer Experience, Three UK
Mark Dunlap, Vice President, Medallia

Speakers:
Chris Sparling, CX Strategy Director - EMEA, Reputation
Karl Billington, Director of Customer Experience & International Franchise, Kwik Fit

In a new digital world where customers demand more than ever, how do we keep up while driving costs down and increasing NPS? The customer experience (CX) has emerged as the focal point for enterprises to achieve these positive business outcomes. This is why the savviest companies leverage AI-first contact center solutions that create intelligent contact centers. With AI supporting every stage of the interaction, from self-service automation to routing to agent assistance, Kore.ai reimagines the contact center and delivers phenomenal CX to achieve extraordinary business outcomes.

Speakers:
Josefine Larsson, Partnerships Director, Kore.ai

Hear BT’s CX transformation vision and the value it drives using automation and out-of-the-box workflows from ServiceNow, striving to deliver friction-free experiences to its customers across 180 countries.

Speakers:
Steve Harding, VP, CX Solution Sales, ServiceNow
Petra Palicsi, Product Owner, ServiceNow at BT

Facilitated by Ryan Skinner, Principal Analyst, Forrester

How To Progress With Sustainability

During this session, you will learn from your peers how they are approaching sustainability as a marketer or CX professional. Below are the topics we’ll explore during our conversation.

• Understanding customers’ involvement in sustainability
• The changes our own marketing and CX activities need to make for sustainability
• Marketing and CX’s role vis-a-vis ESG data and reporting

Facilitated by Oliwia Berdak, VP, Research Director, Forrester

The Future of Digital Experiences

During this session, you will learn from your peers how they are innovating their digital experiences. Below are the topics we’ll explore during our conversation.

• Which emerging digital technologies are hot and which ones are not?
• How can you take a disciplined approach to planning your digital experience portfolio?
• What’s the best way to experiment and future-proof your digital experience roadmap?

Facilitated by Michelle Beeson, Analyst, Forrester

During this session you will learn from peers how they are approaching building and scaling Customer Experience teams. Below are the topics we will discuss during our conversation

• What roles and skills does a successful CX team need?
• How do you effectively demonstrate the business value and financial impact of the CX team?
• What does it take to overcome internal barriers and challenges?

Facilitated by Aurelie L’Hostis, Principal Analyst, Forrester

Financial Services: Prioritize CX improvements Based On What Matters To Your Customers And Fits With Your Brand

During this session, you will learn from your peers in financial services how they are prioritizing CX improvements based on what matters to their customers and fits with their brand. Below are the topics we’ll explore during our conversation.

• How can financial services firms design and develop great digital products and experiences that drive loyalty
• How to succeed with personalization in financial services
• How can financial services firms make finance more inclusive and build trust

Facilitated by Maxie Schmidt-Subramanian, VP, Principal Analyst, Forrester

CX in der DACH Region – Herausforderungen und Lösungsansätze

Treffen Sie CX Verantwortliche aus anderen Unternehmen in der DACH Region und diskutieren Sie Ihre größten Herausforderungen und wie andere CX Teams ihnen begegnen.

Facilitated by Enza Iannopollo, Principal Analyst, Forrester

L’esperienza dei consumatori Italiani tra sostenibilità e trasformazione digitale.

Quali sono le esperienze che i consumatori Italiani considerano ottime e quali sono le aziende che le offrono? Se sei curioso di sapere la risposta a queste domande e vuoi condividire il tuo punto di vista con gli analisti di Forrester ed altri esperti come te, partecipa a questa sessione in lingua Italiana.

Facilitated by Karine Cardona-Smits, Senior Analyst, Forrester

Speakers:
Phil Durand, Principal Consultant, Forsta

Your customer data is everywhere. Data silos are a natural outcome of the proliferation of the applications you use to engage with customers from the front line to the back office. The downside is that this disconnected, incomplete, and inconsistent data slows down your ability to innovate and bring new ideas to market. We will show how you can derive better insights from complex data, and leverage the right information to deliver rich and differentiated customer experience.

Speakers:
Barry Wildhagen, Senior MDM Solution Architect, Informatica

Gareth Williams, Insights Community Manager at PokerStars, will demonstrate how the use of Alida’s Insight Community has enabled him to successfully demonstrate that the use of customer insights had a positive effect on the wider company’s bottom line. Now, insights are used across many different and distinct departments, to build better and more effective products for all brands under the Flutter Entertainment umbrella. The leadership teams meet regularly to discuss how customer insights should be integrated into the decision process and what new products and services should be prioritised next. Gareth Williams will be joined by Alida’s President of Product, Riaz Raihan, who will walk you through what Total Experience Management (TXM) means to us and how Alida has aided customers such as PokerStars in gaining meaningful results with TXM.

Speakers:
Gareth Williams, Insights Community Manager, PokerStars
Riaz Raihan, President of Products & Engineering, Alida

Effort, emotion and empathy – the three Es of customer experience. But how do organisations – big or small – master each of them? In this session, discover how you tune into what people are saying about your brand, improve journey understanding with omni-channel feedback, and then give your teams personalized & actionable insights. All in order to achieve real ROI in terms of reducing churn, increasing loyalty and boosting lifetime spend.

Speakers:
Jagrit Malhorta, Managing Director, XM Discover and Social Content, EMEA

The recent shift to digital will have a deep and lasting impact. Verint’s latest Engagement Capacity gap research for Europe shows exactly that – 73% of leaders believe customer engagement challenges will increase in 2022, and 45% of companies are signaling difficulties dealing with customer engagement due capacity issues.

Domestic & General, the UK’s leading specialist warranty provider – supporting their customers with insurance and repairs for their appliances and boilers – is facing many of these customer engagement challenges. Their customers want seamless experiences across channels – digital and physical – which in Domestic & General’s case are often serviced through partner networks. In this session we hear from John White, Customer Experience Director at Domestic & General, on how this has all played out in his organisation, and how CX professionals need to be daring and experimental by nature to tackle these challenges.

Join this session with John White and Maurice van der Heijden to discover:

• The latest insights in the Customer Engagement gap;
• How Domestic & General has managed the increased customer engagement demands;
• John’s view on what the “scourge of the CX professional” is.

Speakers:
Maurice Van Der Heiijden, Head of Customer Experience Business, EMEA, Verint
John White, Customer Experience Director, Domestic & General

At Momentive, we help brands like Farfetch, Just Eat, & Booking.com improve their customer journey’s through live, automated, and visual user feedback. Our clients use our feedback solutions to stop guessing what users want, and start listening to what they need. By giving your customer a voice, you can continuously improve UX and increase conversion and retention. So stop guessing, and start listening!

Speakers:
Tom Thyroff-Kohl, XM Consultant, Momentive

Research shows that 89% of consumers say their purchase decisions are influenced by whether brands offer their preferred communication methods. The ability to meet customers at their preferred form of communication is more important than ever. But where do you start? This spotlight will review what digital engagement can bring to your organisation and what the important considerations are for you to be aware of in your digital transformation.

Speakers:
Kimberley Roy, Customer Experience Solution Engineering, RingCentral

Why would, and how did, a successful global manufacturer of chemicals venture into consumer operations? Meet the INEOS businesses making an impact in Automotive, Hygienics and fashion. From rising to the challenge of COVID-19 building six factories each in under ten days, to building a world-renowned engineered 4×4, this is a company whose journey you don’t want to miss. Find out how INEOS automotive is achieving everything they set their mind to, with SAP.

Speakers:
Jay Aubby, Head of Architecture and Technology, INEOS

Tenet has used Zoho’s CX platform to revolutionise its backroom processes and create a customer portal. Tenet is the UK’s largest independent compliance support provider to financial service organisations. It has used Zoho CRM to create a single view of customer data and paired this with a portal developed in Zoho Creator that showcases new services and processes customer activities. The session will illustrate how Tenet used CX to improve internal efficiency and customer service.

Speakers:
Oliver Bolger, Head of Business Change, Tenet Group