13th Annual Strategic
Customer Excellence
Summit
Event is Over
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Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
CASE STUDY
Communication Consistency: Designing the Omnichannel Experience
In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
- 01Developing Customer Journeys: How to Create an Omnichannel Customer Experience
- 02Personalisation in Communication & the Role of Data: Let's talk about Marketing Automation
- 03Customer Feedback and Customer Involvement & why Communication Consistency is so important
CASE STUDY
Customer Experience in B2B Environment — How did we do it?
A look into the kitchen of CX team active in B2B
- 01How do we include the Voice of the Customer in our Strategy considerations
- 02How do we drive CX focus across the bank
- 03What have been our success factors
- Strategy & CX are integral parts in B2B business
- A rockstar team is crucial to convince client-facing staff of CX
- Fix pain points first but, find wow factors to convince your customers
CASE STUDY
Driving Next Generation CX
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
- 01What does Al mean for CX?
- 02Data and CX
- 03Customer outcomes
CASE STUDY
The Future of Customer Engagement: Real-World Lessons with AI (and Humans)
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
- 01Defining the audit universe
- 02Identifying risk
- 03Case Study: adapting at scale; new product introductions
CASE STUDY
Driving culture transformation and customer-centric innovation
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
- 01Driven innovation
- 02Business incubation
- 03Transformation
CASE STUDY
Communication Consistency: Designing the Omnichannel Experience
In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
- 01Developing Customer Journeys: How to Create an Omnichannel Customer Experience
- 02Personalisation in Communication & the Role of Data: Let's talk about Marketing Automation
- 03Customer Feedback and Customer Involvement & why Communication Consistency is so important
CASE STUDY
Customer Experience in B2B Environment — How did we do it?
A look into the kitchen of CX team active in B2B
- 01How do we include the Voice of the Customer in our Strategy considerations
- 02How do we drive CX focus across the bank
- 03What have been our success factors
- Strategy & CX are integral parts in B2B business
- A rockstar team is crucial to convince client-facing staff of CX
- Fix pain points first but, find wow factors to convince your customers
CASE STUDY
Driving Next Generation CX
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
- 01What does Al mean for CX?
- 02Data and CX
- 03Customer outcomes
CASE STUDY
The Future of Customer Engagement: Real-World Lessons with AI (and Humans)
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
- 01Defining the audit universe
- 02Identifying risk
- 03Case Study: adapting at scale; new product introductions
CASE STUDY
Driving culture transformation and customer-centric innovation
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
- 01Driven innovation
- 02Business incubation
- 03Transformation
CASE STUDY
Communication Consistency: Designing the Omnichannel Experience
In the age of digital transformation, consumers expect a consistent and personalised experience, whether they are interacting with a company through their website, mobile app, social media, or even in person. The concept of omnichannel experience revolves around the idea of providing a unified and holistic approach to customer engagement across all these channels.
- 01Developing Customer Journeys: How to Create an Omnichannel Customer Experience
- 02Personalisation in Communication & the Role of Data: Let's talk about Marketing Automation
- 03Customer Feedback and Customer Involvement & why Communication Consistency is so important
CASE STUDY
Customer Experience in B2B Environment — How did we do it?
A look into the kitchen of CX team active in B2B
- 01How do we include the Voice of the Customer in our Strategy considerations
- 02How do we drive CX focus across the bank
- 03What have been our success factors
- Strategy & CX are integral parts in B2B business
- A rockstar team is crucial to convince client-facing staff of CX
- Fix pain points first but, find wow factors to convince your customers
CASE STUDY
Driving Next Generation CX
Al and other data-driven approaches are enabling new ways to deliver better, more efficient and deeper customer experience.
- 01What does Al mean for CX?
- 02Data and CX
- 03Customer outcomes
CASE STUDY
The Future of Customer Engagement: Real-World Lessons with AI (and Humans)
In the ever-advancing world of customer engagement, we’re on the brink of a new era. B2B customers, faced with increasingly strategic purchase decisions, require relevant information and personalised experiences. However, this journey isn’t just about technology; it’s about the collaboration of humans with technology. We will delve into real-world insights at the intersection of AI and human expertise, exploring how this partnership is transforming customer interactions for the benefit of businesses and their customers alike.
- 01Defining the audit universe
- 02Identifying risk
- 03Case Study: adapting at scale; new product introductions
CASE STUDY
Driving culture transformation and customer-centric innovation
Driving a customer-centric culture, starting with building a nucleus of people who are explorers and have a high capacity for dealing with uncertainty — and taking a structured and data-driven approach. Setting up the team from scratch — creating new processes, a new portfolio, and developing the playbook with a methodology of co-visioning to co-innovation with customers. Working backwards from customer vision to reality — and in close proximity to the customer. Starting with four initiatives and with ambitious timelines — and managing the interaction with the rest of the organisation to take the projects to scale. Learnings and challenges in driving transformational processes in a corporate environment, including the importance of people, culture and mindset.
- 01Driven innovation
- 02Business incubation
- 03Transformation
Ahmed Nasr
Operations Director Egypt and Director Milk Africa & Turkey
Khaled Elsharkawy
Integrated Supply Chain Senior Director
Mueen Uddin Siddique
Senior Director – Access Network Procurement
Shannon Hore
Senior Vice President Procurement and Logistics
Sandeep Sharma
Director Group Procurement & International Markets Supply Chain
Hottest topics
LOOK AT THE TOPICS THAT WERE DISCUSSED
- 01Achieving Customer Service Excellence: Key Challenges
- 02How does providing excellent service become a differentiating factor for businesses beyond competing on price?
- 03Establishing long-term partnerships with customers through ongoing collaboration and co-creation efforts
- 04Leveraging Technology for Customer Excellence
- 05Establishing multilingual customer support to communicate with diverse language speakers effectively
- 06User-generated content: Showcase real customer experiences through content created by users
- 07Embracing Artificial Intelligence (AI) and Automation
Testimonials
What our users say about our conferences
Among quite a number of conferences I have attended, this was absolutely my favourite one. I really enjoyed it and learned many valuable insights and ideas that I will take home with me.
Turkcell
Director Customer Experience Management
Very relevant topics for my workplace, challenges shared very recognisable.
ABN AMRO Bank
Head of Customer Insight
Very useful to interact with other companies and industries around omnichannel.
Merck
Director, Head of Channel Evolution and Operations
Good selection of speakers, very international and great diversity.
Telefonica Germany
Head of Customer Experience
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