12th Annual Customer Experience Management Summit


In today’s digital era, customer expectations continue to grow day by day, making customer experience a priority for both, large and small companies in every industry. A successful business should be useful, practical and enjoyable from the customers’ point of view. It is crucial not only to listen to the customers, but to be ready to provide them with something “extra”. So, what can you offer to your customer in the era of endless choices? Is your multichannel communication seamless and efficient? How to gather customer feedback, analyse their needs and make sure your company provides the best customer experience possible? Join us at our interactive business conference to have your questions answered!

The 12th Annual Customer Experience Management Summit has been designed to bring together like-minded experts from a variety of different industries such as retail, banking, pharma or insurance. Join us for two days full of discussions, interactions and insights on providing top of the class customer experience. Find out all the current trends in Voice of the Customer, digitalisation in use, data and AI peculiarities, effective CX team performance, customer experience efforts measurement, and much more. Come, discuss, and learn about the new normal of customer experience as well as its future.

At this year’s annual, leading cross-industry companies internationally will share with you their real-life case studies and valuable tips on effective transformation of customer experience management. Join this Customer Experience Summit with limited seats for a chance to share ideas, get inspired, establish important business contacts and learn from accomplished leaders!

Join us and register today

Stay on top of the latest trends

Key speakers

Gonzalo  <br><b>CARPINTERO</b>

Gonzalo
CARPINTERO

SVP Operations EMEA
Chiara  <br><b>BROCCHI</b>

Chiara
BROCCHI

Head of Customer Experience and Satisfaction Excellence
Lawrence <br><b>CODLING</b>

Lawrence
CODLING

VP – CX & NPS
Roberta <br><b>PANDOLFI</b>

Roberta
PANDOLFI

Digital Head Italy
Luis<br><b> MESTRE</b>

Luis
MESTRE

Altice Portugal B2C Segment Director
Gianluca<br><b>PIPINO</b>

Gianluca
PIPINO

Head of Portfolio and Customer Operations


Key topics

  • What top problems will customer experience professionals need to solve in the upcoming year?
  • Omnichannel capabilities and COVID-19: How to achieve excellent service delivery in the post-pandemic environment?
  • Transparent, but not overwhelming: Wise usage of your analytics in the personalisation process
  • The new Voice of the Customer strategy: Aligning data through various departments
  • Digital channels as a new level of professional performance for positive customer experience
  • Data analytics: Driving product roadmaps forward, creating consistency and striking a balance between consumer engagement and data-overload
  • The biggest issues customer experience teams are facing this year: Things to follow up
  • The improvement of customer engagement: An outlook of 2021
  • The evolution of customer experience service design: Developing a natural relationship with customers



Who Should Attend

Members of board, C-level, Senior/Global Vice Presidents, Vice Presidents, Directors, and Heads of departments from banking, retail, aviation, hospitality, pharma, insurance, telecom and automotive industries involved in the next departments:

  • Customer Experience
  • Customer Experience Management
  • Customer Relations Management
  • Customer Insights
  • Customer Journey
  • Customer Value
  • Customer Strategy
  • Customer Care
  • Customer Excellence
  • Customer Marketing
  • Customer Interaction
  • Customer Development
  • Customer Satisfaction
  • Customer Data & Analytics
  • Customer Value Proposition
  • Digital Products Enhancing Customer Experience
  • Digital Customer Experience
  • Digital Experience
  • Multichannel Engagement
  • Voice of the Customer