Speakers

Sample of Keynote Speakers and their Case Studies

Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

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Anna Theresa Sturm

Head of Customer Experience & Digital

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.

Severin Mayer-Heinisch

Head of Corporate Strategy & Customer Experience

CASE STUDY

Customer Experience in B2B Environment — How did we do it?

A look into the kitchen of CX team active in B2B

Ozgur Butun

Director – Customer First Digital Innovation

CASE STUDY

Medical Software-Defined System

Philips is innovating from stand-alone medical devices to “software-defined medical systems”. To realise this, we have identified 4 major capability areas: Over-the-air upgrades & updates; Lightweight Software Stack; Subscription-based Business Models; Modular Hardware. As the Innovation capability leader, I am partnering with businesses, following the heartbeat of new product introductions and working very closely with key customers. Software-Defined Medical Systems:

Georg Zedlacher

Director Global Inbound Customer Targeting

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.

Mathias Oppelt

Vice President of Customer Driven Innovation and Development

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.

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Anna Theresa Sturm

Head of Customer Experience & Digital

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.

44

Severin Mayer-Heinisch

Head of Corporate Strategy & Customer Experience

CASE STUDY

Customer Experience in B2B Environment — How did we do it?

A look into the kitchen of CX team active in B2B

55

Mathias Oppelt

Vice President of Customer Driven Innovation and Development

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.

33

Ozgur Butun

Director – Customer First Digital Innovation

CASE STUDY

Medical Software-Defined System

Philips is innovating from stand-alone medical devices to “software-defined medical systems”. To realise this, we have identified 4 major capability areas: Over-the-air upgrades & updates; Lightweight Software Stack; Subscription-based Business Models; Modular Hardware. As the Innovation capability leader, I am partnering with businesses, following the heartbeat of new product introductions and working very closely with key customers. Software-Defined Medical Systems:
22

Georg Zedlacher

Director Global Inbound Customer Targeting

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.