10th Annual Strategic Customer Excellence Summit


In the world of constant competition and instability the exploration of the digital, physical and social realms of customer experience may appear a key decision to create a unique and superior customer experience in all business-to-consumer markets.

The era of ceaseless change requires us to be prepared to the advancements of next-generation technologies, when traditional rule-based decision-making may not be able to adapt effectively to meet customer expectations and requirements. Is your company ready for the latest trends and innovations to make sure you are bettering your customer experience at your full potential?

The 10th Annual Strategic Customer Excellence Summit is designed to cover all the current hot topics and challenges regarding artificial intelligence, customer journey, messaging channels, digital experience, voice of customers and many others. At our customer excellence conference you will get to learn from leading experts of banking, telecom, airline, pharma and other industries how the top companies succeeded in providing uppermost service to their customers.

This customer excellence event will  introduce the best tools and the most useful tips of the leading experts to start implementing in your company. You will also have a unique chance to network with senior level decision-makers as we create the atmosphere for inspiration and motivation due to limited seats of this conference. Discuss your bright ideas, contribute to your professional development, explore new possibilities and share your experience with other experts at our business meeting.

Join us and register today

Stay on top of the latest trends

Key speakers

Svetla<br><b>SCHEIBER</b>

Svetla
SCHEIBER

Customer Success Manager
Leonie <br><b>SANDELBAUM</b>

Leonie
SANDELBAUM

Global Head of Client Servicing
Mino <br><b>MORINI</b>

Mino
MORINI

Head of TV Proposition & Customer Experience
Achim <br><b>DENINGER</b>

Achim
DENINGER

Head of Omnichannel Experience & Transformation
Carina <br><b>AHLBERG</b>

Carina
AHLBERG

Head of Customer Experience
Monica  <br><b>HERNANDEZ URBINA</b>

Monica
HERNANDEZ URBINA

Vice President, Customer Experience, Change Management, Communications


Key topics

  • Customer experience sphere – A new battlefield for 2021
  • Service segment becoming the major influence on the customer experience management markets growth: Easiness and convenience for all kinds of customers
  •  Digital customers and their new shopping journeys: More and faster as a new standard
  • Managing a new nature of customer complaints: Tech complaints – The right response and resolutions
  • Omnichannel is the new norm: Why is such experience crucial?
  • How to interact with customers on various platforms coherently? Multichannel experience becoming omnichannel
  • Cognitive chatbots maintaining utmost customer experience: AI and ML conquering all the spheres, the best practices for CX implementation
  • ML and AI for optimising operations: The benefits of augmented data management
  • Does self-service technology assure customer satisfaction? Perceiving customer satisfaction with technology-based services



Who Should Attend

Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments from banking, telecom, retail, chemical/petrochemical, pharmaceuticals, aviation, hospitality, automotive industries involved in:

  • Customer Loyalty
  • Loyalty Program
  • Customer Retention
  • Brand Loyalty
  • Brand Management and Performance
  • Customer-Centric Culture
  • Loyalty Partnerships
  • Rewards and Loyalty
  • Customer Care
  • Customer Insights
  • Customer Journey
  • Customer Excellence
  • Customer Value Management
  • Customer Value Proposition
  • Customer Relationship Management (CRM)
  • Customer Operations
  • Customer Analytics
  • Customer Centricity
  • Customer Insights
  • Customer Engagement
  • User Experience
  • Customer Experience
  • Digital Customer Experience
  • Digital Transformation
  • Digital Marketing
  • Digital Products Enhancing Customer Experience
  • Head of Partnerships
  • Contact Centres