Summary

Customers expect a seamless customer journey from start to finish . Now in its second edition, Unleashing Digital Customer Experience 2016 will showcase key industry players who are driving growth and have established an agile corporate culture.

We will explore topics such as Mobile, Personalization, Omni channel, Social media, Loyalty, Technology, Metrics, Predictive analytics, Customer relationship management and breaking down organizational silos. Heads of Customer Experience, Customer Loyalty, Digital Marketing, Digital Customer Service, Customer Care, Operations, Business Development Managers ,Consultants and other customer insight professionals will have the chance to be part to network with their peers and learn from those who are owning Customer Experience. 

The summit vision is to provide insight on how to:

  • Garner support and buy- in from the C-suite
  • Select your team of Unleashing Digital Customer Experience champions
  • Understand which Unleashing Digital Customer Experience metrics should be measured
  • Adapt your content to each unique customer journey

 

Welcome to the 2nd edition of Unleashing Digital Customer Experience Excellence!

Our aim is to connect you with best practices in today’s rapidly changing environment. The unique value we offer you is to make an agenda which is relevant to change and to the change makers responsible for future trends of innovation development and growth.

It’s all about the EXPERIENCE!

  • A chance to meet European innovation leaders – from start-ups to mature projects at the forefront of their success
  • Cross sector learning – find out how solutions adopted by other sectors can add value to your business; What can you learn from other industries and vertical sectors? What can Unleashing Digital Customer Experience professionals learn from marketing and data analytics and vice versa?
  • Save time and money – concentrated industry knowledge in two intensive days
  • Case studies – listen to case studies outlining the pros and cons of new and existing projects
  • Networking and interactive – Learn from your peers and build new relationships in our break out and networking sessions
  • Discussion groups – industry-specific roundtable discussions for you to focus on the key issues that affect your business

Who Will You Meet

20+

Cross Industry Leading Speakers

100+

Senior Level Attendees

85:15

Ratio
Corporate : Companies
Solution Providers

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

Points of Discussion

We believe that human progress relies on the advancement of good ideas. The new customer experience economy aims to create thoughtful and entertaining discussion on the key drivers of the customer journey. Join us for two days of engaging and relevant strategic learning and expert-led presentations, speed sessions, brainstorming and connecting thinking.

Hear The Hottest Unleashing Digital Customer Experience Implimentation Topics

  • How to improve customer experiences and embed the latest CRM and loyalty tools
  • Build new partnerships for market growth locally and internationally
  • Develop more seamless multichannel customer strategies: across mobile, point of purchase and online
  • Identify trends and innovations for succeeding with a customer experience–driven strategy
  • Harness new technologies from big data analysis to analytics
  • Bringing theatre to your brand and reduce churn through better customer experience
  • Examine the trend of ‘show-rooming’ and work with digital channels
  • Understand customer behavior, neuroscience, behavioral economics and segmentation strategies across the customer journey 
  • Customer segmentation from Gen Y to older Gen: Predicting customer behavior, purchase probability
  • Harness talent and motivate staff to become brand champions and customers become advocates

Opportunities For Networking

  • With over 80 like-minded strategy leaders joining us in Amsterdam for this event there will be many opportunities for both structured and informal networking. Bringing together experienced and future Customer Experience leaders, we are proud to be developing this event together with bold, forward-thinking companies and speakers who are as excited as we are about groundbreaking approaches to develop their customer journey together. 
    We see our job as providing delegates with a program designed to tackle the real problems they have to solve and to support our audience as partners in their work of attracting and retaining their customers through innovation implemention.

Key Take-Aways

  • Get a better idea of the organizational challenges and opportunities for enhanced customer-centric strategies to embed within your organisation
  • How to design a more seamless customer journey that engages all stakeholders
  • Gain a better idea of how to collaborate more effectively with outside partners
  • Find out how to manage digital content and social media to engage with customers
  • How to better support your call centre team more effectively through better communication and motivation
  • Pinpoint ways to better integrate brand ambassadors across the whole organisation
  • Identify ways that different sectors learn from one another during the customer journey transformation 

Sessions

BUSINESS MODEL INNOVATION WITH ECOSYSTEM PARTNERS

  • Modeling your business: the framework
  • Ecosystem strategy: delivery of your value proposition depends on your ability to align your strategy with your partner
  • Ecosystem risks: who else needs to innovate in order to have your innovation succeed
  • Value blueprint: constructing a picture of your entire ecosystem at the start

CASE STUDY:

WHAT YOU SHOULD NOT BE DOING WITH UX

CASE STUDY:

THE MOBILE MOVEMENT


NETWORKING COFFEE BREAK


ROUNDTABLE TEAM DISCUSSIONS @ UNCONFERENCE SESSION

  • Join us for a participant-led networking roundtable discussion part of the agenda. This interactive session will address the main challenges delegates are currently facing. Problems and feedback will be collected on the morning of Day One and will be posted at the beginning of this session and delegates will join their choice of topic discussion. Delegates will have 10 minutes to discuss the challenge and their nominated representative will share with the rest of the audience their key findings.

SPONSOR SESSION

CASE STUDY:

DIGITAL SHARING


NETWORKING LUNCH

CASE STUDY:

  • Enhancing customer experience by leveraging mobile digital growth
  • Enhancing the airport experience through customisation.
  • Leveraging digital to grow our market share beyond our countries boarders


CASE STUDY:


CONTENT MARKETING: MOVING BEYOND ONTENT MANAGEMENT TO CONTENT PERFORMANCE

NETWORKING COFFEE BREAK


CASE STUDY:


EXPERIMENT DESIGN: MOVING FROM IDEAS TO BUSINESS

ROUNDTABLE TEAM DISCUSSIONS @ UNCONFERENCE SESSION

CASE STUDY:

THINK CONSUMER CENTERED. THINK AGAIN. LEARNING LESSONS FROM TUI

INTRODUCTORY REMARKS FROM THE CHAIRPERSON

CASE STUDY:

CUSTOMER RELATIONSHIP MANAGEMENT AND LOYALTY


FIRESIDE CHAT:

NETWORKING COFFEE BREAK


ROUNDTABLE DISCUSSIONS @ UNCONFERENCE SESSION

SPONSOR SESSION:

CASE STUDY:

PERSONALIZATION, DIFFERENTIATION AND TAILORING

NETWORKING LUNCH

PANEL DISCUSSION:

ANALYSING THE CUSTOMER JOURNEY TO INCREASE CONVERSION RATE OPTIMIZATION


SPONSOR SESSION:

CASE STUDY:

TAKING YOUR DATA AND TURNING IT INTO ACTIONABLE INSIGHTS


NETWORKING COFFEE BREAK

CASE STUDY:

KEYNOTE CASE STUDY:

SOCIAL STRATEGY:

HOW TO USE IT TO AMPLIFY THE BRAND EXPERIENCE FOR THE USER


THE ULTIMATE BRAIN SPA

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