Conference Day One
8:15 am - 9:00 am REGISTRATION, WELCOME REFRESHMENTS AND EARLY INTRODUCTIONS
9:00 am - 9:15 am CHAIR’S WELCOMECamilla Moberg - Customer Experience Strategist Effectly
9:15 am - 9:45 am ICEBREAKER BRAINWEAVE: Why is customer experience key to business success?
· What sets apart a good customer experience and an outstanding customer experience?
· What are the most important things to consider when transitioning your business to be customer focused?
· How do we move CX to the heart of the businesses culture?
· What is one most important thing you have learnt whilst working within CX?
Form groups of 4 and work through the questions. At the end, each group will share their discussion with the audience.
9:45 am - 10:15 am NORDEA’S VIRTUAL ASSISTANT ‘NOVA’: THE BEGINNING OF AN AI ECOSYSTEMAnna Metsäranta - Head of Automated Remote Customer Experience Nordea
A case study on utilising the latest AI and analytics innovation in the finance industry in order to improve customer service and advice solutions.
- Using intelligent automation for increasing CSI and reducing costs
- The impact of Nova on the employee experience and the customer experience
- What’s next? Being brave in the face of an automated future
Anna MetsärantaHead of Automated Remote Customer Experience
10:15 am - 10:45 am LOOKING TO THE FUTURE OF CXSkúli Skúlason - Managing Director, Customer Service Reykjavik Energy
- Bridging the gap to maximise the customer experience
- Recognising the parallels between the customer journey and the employee journey
- Humans vs AI/automation in the future customer service
- Futureproofing your employees skillset to deliver a effortless customer experience
Skúli SkúlasonManaging Director, Customer Service
10:45 am - 11:15 am MORNING BREAK
11:15 am - 11:45 am WINDOW OR AISLE: WHY WE SHOULD LOVE THE MIDDLE SEAT
Marianne Køien Paulsen, Director, Customer Experience Management, Confirmit
11:45 am - 12:15 pm HELSINKI AIRPORT PX STRATEGY AND IMPLEMENTATION FOR COMPETITIVE ADVANTAGETimo Järvelä - VP, Passenger Experience & Processes Finavia
Competition between airports is strongly increasing and Helsinki Airport’s strategy is to be the leading transfer Airport in Northern Europe. Helsinki Airport is expanding to serve over 30 million passengers year 2030 and passenger experience is one of the key drivers for the growth strategy.
Timo Järvelä from Helsinki Airport will highlight CX strategy and daily implementation in development of one of the best airport experiences.
· Turning customer insight into action
· Implementation of more intelligent processes to guarantee a smooth CX
· CX strategy targets for investment decisions
Timo JärveläVP, Passenger Experience & Processes
12:15 pm - 1:15 pm ROUNDTABLE DISCUSSIONS
In small groups, nominate a spokesperson and discuss one of the below challenges. At the end of the session the spokesperson from each group will feed back to the audience.
ROUNDTABLE 112:15 pm - 1:15 pm CX OF 2025 Jussi Leskinen - Director, Customer Experience Management & Operations Lindström Group
ROUNDTABLE 212:15 pm - 1:15 pm ADDRESSING CUSTOMER COMPLAINTS: HOW WE CAN UTILISE DIFFERENT CHANNELS TO AID THE CUSTOMER EXPERIENCE? Magnus Cohen - Director, Customer Service & Logistics Arla Foods
ROUNDTABLE 312:15 pm - 1:15 pm WHAT DO OUR CUSTOMERS’ WANT AND HOW CAN WE DELIVER IT? Simon Skoog - Nordics Manager, Customer Experience Uber
1:15 pm - 2:15 pm LUNCH
2:15 pm - 2:45 pm CO-CREATING CX WITH YOUR CUSTOMERS: CASE FLOWABILITY WASHROOMJussi Leskinen - Director, Customer Experience Management & Operations Lindström Group
A case study of implementing the common practices of co-creation and the journey of developing your services according to your customers’ real time needs.
- The co-creation process and things to take into account
- Development work with the customers and the lessons we learnt
- Creating CX through IoT and RFID technologies
- The impact on customer satisfaction and operational efficiency
2:45 pm - 3:45 pm IDGs: Choose two topics out of 5
Select 2 topics of discussion, which lie the closest to your organisation’s current challenges; you will have 30 minutes to spend on each.
IDG 12:45 pm - 3:45 pm VENDOR SELECTION: KNOWING WHAT YOU ARE LOOKING FOR
IDG 22:45 pm - 3:45 pm THE TESTING STAGE AND HOW TO MAKE THE MOST OUT OF IT
IDG 32:45 pm - 3:45 pm CREATING AND SUSTAINING A FRUITFUL VENDOR PARTNERSHIP
IDG 42:45 pm - 3:45 pm COMBINING EMOTIONS AND PERSONALITY WITH TECHNOLOGY
IDG 52:45 pm - 3:45 pm EMPLOYEE ENGAGEMENT AND THE FUTURE OF THE FRONTLINE
4:15 pm - 4:45 pm DESIGNING YOUR CUSTOMER EXPERIENCEJussi Mantere - Head of Customer Experience & Design Kesko
· In-house service design and the use of design for developing your business
· Enabling a culture of innovation within your organisation
· Design agencies vs in-house design
· Finding new growth opportunities through customer centricity
Jussi MantereHead of Customer Experience & Design
4:45 pm - 5:15 pm FIRESIDE CHAT: COMBINING HUMAN AND MACHINE TO PERSONALISE THE CUSTOMER EXPERIENCECamilla Moberg - Customer Experience Strategist Effectly
James Alexander - Decisioning Director Sky
During this session, James Alexander, Decisioning Director at Sky, will discuss the journey Sky have gone through in implementing a more personalised customer journey as well as interact with the audience about their own experiences. Consider what questions you may want to ask in advance to get the most out of this session!
Why should we personalise? The benefits are potentially massive, but delivering on that potential is difficult – how has Sky achieved this by getting our approach & set up right.
There is so much excitement about AI and pressure to deploy – at Sky we deployed a pragmatic approach to combine human led and machine led intelligence to get the most out of both routes and deliver quick results.
It’s easier if your company is digitally native, but most of us have legacy communications channels – how has Sky aligned personalisation across old and new age communications.
James AlexanderDecisioning Director