16th Annual
Strategic Customer
Excellence Summit
The official date for the summit will be announced soon
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Past Speakers
SEE THE PREVIOUS SPEAKERS & CASE STUDIES
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Valentina Cesani
Chief Customer Officer
CASE STUDY
Global Travel, Local Expectations: Designing CX for Behaviour, Not Borders
Travel is global, but expectations are deeply local. A CX model that works in Paris collapses in Tokyo. A workflow designed for North America fails instantly in Brazil. Add behavioural context – disruption, urgency, anxiety – and even the same traveller can behave like an entirely different persona. This session explores the strategic framework for building support systems that scale globally while adapting to culture, emotion, and real-time behaviour.
- 01Mapping behavioural differences across major travel markets
- 02How context can instantly shift customer expectations
- 03The move from persona-based design to behaviour-driven journeys
- 04How VOC generates cross-market intelligence and unified learning
- 05The global backbone model: consistency without rigidity
- 06Best-in-class Human + AI collaboration
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Martin Kochman
Vice President Customers and Industries
CASE STUDY
Emerging Trends in Customer Contact
We will look at how the fundamentals of customer contact are being influenced by new technologies, particularly Artificial Intelligence, avatars, chat, and self-service.
- 01Today’s customer
- 02The technology landscape
- 03Where technology is making a difference
- 04Where factors other than technology are making a difference
- 05Case studies
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
Show More
Marco Spagnuolo
Head of Conversational AI
CASE STUDY
From Calls to Insights: How Conversation Intelligence Is Redefining Customer Interactions
Contact centres face increasing pressure to achieve more with fewer resources while meeting rising customer expectations and stringent regulatory requirements. Conversation intelligence is transforming the way these organisations operate, providing unprecedented visibility into every customer interaction.
This session will share real-world insurance case studies demonstrating how conversation intelligence delivers measurable improvements in customer experience, boosts operational productivity, and strengthens compliance outcomes.
- 01An overview of conversation intelligence and how it works
- 02How it enhances the quality and consistency of customer interactions
- 03Productivity gains and strengthened compliance as second-order benefits
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
Show More
Alexandros Athanasiou
Head of Data, Digital & Technology in the Europe & Canada Oncology BU
CASE STUDY
Customer-Centricity: Pharma’s Favourite Illusion
Pharma talks a lot about being customer-centric, but in reality, we remain deeply obsessed with ourselves and our pipelines. Rarely do we pause to ask what healthcare professionals and their patients actually need. In this session, we will challenge the industry’s self-referential mindset and explore what it truly takes to design strategies, services, and solutions that start with the customer first — not with us.
- 01Why pharma’s version of “customer-centricity” often revolves more around internal KPIs than external needs
- 02How our fixation on products and internal narratives blinds us to what really matters to HCPs and patients
- 03What it takes to shift from “what we want to say” to “what customers need to hear”
- 04Real-world examples where pharma’s self-focus has failed — and where genuine customer-first thinking has succeeded
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Burcu Begic
Director of Customer Services
CASE STUDY
Digital Experience with Chatbot and Voicebot Integrated with AI
We will talk about the recent technologies we adopted to our Customer Service department, integrated AI and how the satisfaction of our customers are growing, how we are working on the experience side and how it is comparable with traditional support channels.
- 01How to build trust and curiosity toward AI in compliance-driven organisations
- 02How to redefine the value of human work in the age of automation
- 03How to enable innovation and learning while maintaining ethical and regulatory integrity
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
Show More
Valentina Cesani
Chief Customer Officer
CASE STUDY
Global Travel, Local Expectations: Designing CX for Behaviour, Not Borders
Travel is global, but expectations are deeply local. A CX model that works in Paris collapses in Tokyo. A workflow designed for North America fails instantly in Brazil. Add behavioural context – disruption, urgency, anxiety – and even the same traveller can behave like an entirely different persona. This session explores the strategic framework for building support systems that scale globally while adapting to culture, emotion, and real-time behaviour.
- 01Mapping behavioural differences across major travel markets
- 02How context can instantly shift customer expectations
- 03The move from persona-based design to behaviour-driven journeys
- 04How VOC generates cross-market intelligence and unified learning
- 05The global backbone model: consistency without rigidity
- 06Best-in-class Human + AI collaboration
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
Show More
Martin Kochman
Vice President Customers and Industries
CASE STUDY
Emerging Trends in Customer Contact
We will look at how the fundamentals of customer contact are being influenced by new technologies, particularly Artificial Intelligence, avatars, chat, and self-service.
- 01Today’s customer
- 02The technology landscape
- 03Where technology is making a difference
- 04Where factors other than technology are making a difference
- 05Case studies
Pre-Start Phase:
1.Patient Safety Review:
- Assess patient demographics, drug specifics, AE (Adverse Event) incidence rates, available resources, and programme design fundamentals
- Integrate multifaceted support resources, including call centres, educational materials, and digital tools
2.Contracting Essentials:
- Determine the need for standalone PVAs (Pharmacovigilance Agreements) or safety clauses
- Critical contract elements: Include audit rights, clear definitions, mandatory training, AE reporting procedures, contact details, and reconciliation processes
3.AE Training and Vendor Setup:
- Implement comprehensive AE training protocols
- Establish a robust vendor monitoring strategy with clear KPIs, defined monitoring frequency, and audit readiness
During the Programme:
1.Vendor Performance and AE Monitoring:
- Conduct regular vendor reviews to ensure compliance with contractual obligations
- Maintain ongoing reconciliation and monitor AE trends to identify any emerging issues
Post Completion:
1.Study Reporting:
- Prepare a comprehensive study report summarising outcomes, key learnings, and areas for improvement
Show More
Marco Spagnuolo
Head of Conversational AI
CASE STUDY
From Calls to Insights: How Conversation Intelligence Is Redefining Customer Interactions
Contact centres face increasing pressure to achieve more with fewer resources while meeting rising customer expectations and stringent regulatory requirements. Conversation intelligence is transforming the way these organisations operate, providing unprecedented visibility into every customer interaction.
This session will share real-world insurance case studies demonstrating how conversation intelligence delivers measurable improvements in customer experience, boosts operational productivity, and strengthens compliance outcomes.
- 01An overview of conversation intelligence and how it works
- 02How it enhances the quality and consistency of customer interactions
- 03Productivity gains and strengthened compliance as second-order benefits
In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.
Show More
Alexandros Athanasiou
Head of Data, Digital & Technology in the Europe & Canada Oncology BU
CASE STUDY
Customer-Centricity: Pharma’s Favourite Illusion
Pharma talks a lot about being customer-centric, but in reality, we remain deeply obsessed with ourselves and our pipelines. Rarely do we pause to ask what healthcare professionals and their patients actually need. In this session, we will challenge the industry’s self-referential mindset and explore what it truly takes to design strategies, services, and solutions that start with the customer first — not with us.
- 01Why pharma’s version of “customer-centricity” often revolves more around internal KPIs than external needs
- 02How our fixation on products and internal narratives blinds us to what really matters to HCPs and patients
- 03What it takes to shift from “what we want to say” to “what customers need to hear”
- 04Real-world examples where pharma’s self-focus has failed — and where genuine customer-first thinking has succeeded
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
Show More
Burcu Begic
Director of Customer Services
CASE STUDY
Digital Experience with Chatbot and Voicebot Integrated with AI
We will talk about the recent technologies we adopted to our Customer Service department, integrated AI and how the satisfaction of our customers are growing, how we are working on the experience side and how it is comparable with traditional support channels.
- 01How to build trust and curiosity toward AI in compliance-driven organisations
- 02How to redefine the value of human work in the age of automation
- 03How to enable innovation and learning while maintaining ethical and regulatory integrity
For decades, leadership has been benchmarked against outcomes — growth, profitability, market share. But as we enter an era defined by complexity, stakeholder capitalism, and workforce fluidity, the metrics for leadership success are evolving.
Today’s most successful organisations aren’t just technology-enabled or agile — they are human-centred by design. Why? Because the greatest differentiator is no longer strategy or digital capability — it’s the human system behind it. Human-centred leadership is now the critical foundation for driving engagement, innovation, and resilience in a world where uncertainty is constant and value creation is deeply intertwined with trust, purpose, and well-being. This session reframes human-centred leadership as a strategic operating model — one that redefines performance, strengthens culture, and aligns leadership behaviours with long-term enterprise value.
Show More
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
- 01Transforming CX in the age of AI, automation, and omnichannel engagement
- 02Measuring the impact through VoC and recognising it in innovation
- 03Data security and regulatory compliance in delivering personalised customer experiences
- 04A people-oriented culture within teams and in customer relations
- 05Building trust through transparency, ethical data use, and social responsibility
- 06Aligning UX across web, mobile, in-store, and customer service channels
- 07How to build resilience: Preparing for crises, disruptions, and rapid change in CX
Testimonials
What our users say about our conferences
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Very well organised summit packed with resourceful presentations. It was a fantastic conference!Union National Bank Chief Human Resources Officer
Great event, very good topics and discussions with diverse participantsLandmark Group Head – Rewards & Organisational Effectiveness,
Good overall, I gain a lot of useful information. Lots of insights to learn from and a great speaker line-up.Abu Dhabi Airports Total Rewards Head, Senior Manager Organisation Development
Great conference. I really liked meeting the other participants and the opportunity to openly share insights.AdidasDirector Compensation Programmes
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.TurkcellDirector Customer Experience Management
Very relevant topics for my workplace, challenges shared very recognisable.ABN AMRO BankHead of Customer Insight
Very useful to interact with other companies and industries around omnichannel.MerckDirector, Head of Channel Evolution and Operations
Good selection of speakers, very international and great diversity.Telefonica GermanyHead of Customer Experience
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