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Day 1 - 26 November 2024

09:20AM

(CET)

Chair’s Welcome – Customer Experience, Email & Automation

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09:30AM

(CET)

Parsia Tayyebi

Global Head of Digital & CX

E.ON Drive

Associated Talks:

09:30AM - Day 1

View CX Transformation Journey

09:30AM - Day 2

View Fireside Chat: Embracing Experimentation to navigate a fast-paced digital landscape

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CX Transformation Journey

Talk on how systemic leadership principles can guide leaders in transforming CX. I will discuss innovative leadership approaches that can be a catalyst to foster a customer-centric culture, ultimately creating resilient and adaptable organization.

  • Understanding Systemic Business Leadership in a Digital / CX Context
  • Creating a Customer-Centric Culture / drive effective change through Systemic Leadership Practices
. Parsia Tayyebi, Global Head of Digital & CX , E.ON Drive
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10:00AM

(CET)

Morning Partner Solo – Customer Experience, Email & Automation

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10:30AM

(CET)

Philipp Labkovskiy

Global E-Commerce Director

ECCO

Associated Talks:

10:30AM - Day 1

View Panel: Elevating customer experiences and driving retention

02:15PM - Day 2

View Panel: Mastering Omnichannel marketing – strategies and tactics

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Dominik Olejko

Regional Head of Customer Insights & Engagement H&M East Europe

H&M

Associated Talks:

12:10PM - Day 1

View Increasing customer loyalty through experiences

10:30AM - Day 1

View Panel: Elevating customer experiences and driving retention

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Raffaela Buch

CRM Lead

Raiffeisen Digital Bank

Associated Talks:

10:30AM - Day 1

View Panel: Elevating customer experiences and driving retention

03:30PM - Day 1

View Locking-in prospects: The Power of multichannel, real-time mobile journeys

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Panel: Elevating customer experiences and driving retention

  • Discussing strategies for ensuring positive customer experience and the knock-on effects this has on customer retention
  • Elevating customer experience by embracing new technologies, such as automation to provide personalised customer journeys and create impactful experiences which encourage loyalty
. Philipp Labkovskiy, Global E-Commerce Director , ECCO
. Dominik Olejko, Regional Head of Customer Insights & Engagement H&M East Europe, H&M
. Raffaela Buch, CRM Lead, Raiffeisen Digital Bank
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11:10AM

Morning Networking Break

11:40AM

(CET)

Mid-Morning Partner Solo – Customer Experience, Email & Automation

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12:10PM

(CET)

Adam Nowak

Global CRM & Loyalty Director

Electrolux Group

Associated Talks:

12:10PM - Day 1

View Increasing customer loyalty through experiences

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Dominik Olejko

Regional Head of Customer Insights & Engagement H&M East Europe

H&M

Associated Talks:

12:10PM - Day 1

View Increasing customer loyalty through experiences

10:30AM - Day 1

View Panel: Elevating customer experiences and driving retention

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Increasing customer loyalty through experiences

  • Customer loyalty is the best form of customer feedback; how to learn and better your customer experiences to increase loyalty
  • Exploring how touchpoints and ensuring a painless customer journey can encourage repeat custom
  • Discussing how utilising tools and technologies to support aid customer experiences
. Adam Nowak, Global CRM & Loyalty Director, Electrolux Group
. Dominik Olejko, Regional Head of Customer Insights & Engagement H&M East Europe, H&M
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12:40PM

(CET)

Lunchtime Partner Solo – Customer Experience, Email & Automation

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01:00PM

Lunch & Networking Break

02:00PM

(CET)

Afternoon Partner Solo – Customer Experience, Email & Automation

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02:30PM

(CET)

Joanna Dembowska

Former Vice President O2CX Customer Experience

Levi Strauss & Co.

Associated Talks:

03:30PM - Day 1

View Engaging Gen-Z by crafting a customer-centric approach for consumers and employees

02:30PM - Day 1

View Panel: The power of automation and personalisation

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Panel: The power of automation and personalisation

  • Discussing how automation and personalised customer can improve user experience and enhance your customer journeys
  • Future-proofing your customer relationships
  • Implementing chatbots, personalised communications, customer feedback customer support tools
. Joanna Dembowska, Former Vice President O2CX Customer Experience , Levi Strauss & Co.
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03:10PM

Afternoon Networking Break

04:00PM

(CET)

Mid-Afternoon Partner Solo – Customer Experience, Email & Automation

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03:30PM

(CET)

Joanna Dembowska

Former Vice President O2CX Customer Experience

Levi Strauss & Co.

Associated Talks:

03:30PM - Day 1

View Engaging Gen-Z by crafting a customer-centric approach for consumers and employees

02:30PM - Day 1

View Panel: The power of automation and personalisation

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Engaging Gen-Z by crafting a customer-centric approach for consumers and employees

  • Understanding the importance of Gen-Z preferences when creating a customer experience which resonates with this generation
  • Exploring how to leverage digital platforms effectively to provide a personalised experience
  • How to future proof your customer base and future workforce
. Joanna Dembowska, Former Vice President O2CX Customer Experience , Levi Strauss & Co.
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04:30PM

(CET)

Svetlana Tokunova

EMEA Marketing Manager Biologics

Bayer

Associated Talks:

04:30PM - Day 1

View Panel: Enhancing customer journeys across their purchasing lifecycle

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Panel: Enhancing customer journeys across their purchasing lifecycle

  • Exploring how tools & technology, including automation, can impact customer journeys from email to website
  • How to create a challenger customer service from automation to personalisation
  • Future-proofing your customer relationships
  • Best practices for delivering excellent customer service; including company culture, structure, and internal processes
. Svetlana Tokunova, EMEA Marketing Manager Biologics , Bayer
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05:10PM

(CET)

Email Benchmark Report

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