19 - 21 November, 2018 | Hilton Stockholm Slussen, Stockholm, Sweden

Conference Day One

8:15 am - 9:00 am REGISTRATION, WELCOME REFRESHMENTS AND EARLY INTRODUCTIONS

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Camilla 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 ECOSYSTEM

Anna 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
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Anna Metsäranta

Head of Automated Remote Customer Experience
Nordea

  • 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

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Skúli Skúlason

Managing Director, Customer Service
Reykjavik Energy

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 ADVANTAGE

Timo 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
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Timo Järvelä

VP, Passenger Experience & Processes
Finavia

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.  
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Jussi Leskinen

Director, Customer Experience Management & Operations
Lindström Group

ROUNDTABLE 2

12:15 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
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Magnus Cohen

Director, Customer Service & Logistics
Arla Foods

ROUNDTABLE 3

12:15 pm - 1:15 pm WHAT DO OUR CUSTOMERS’ WANT AND HOW CAN WE DELIVER IT?
Simon Skoog - Nordics Manager, Customer Experience Uber
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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 WASHROOM

Jussi 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

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Jussi Leskinen

Director, Customer Experience Management & Operations
Lindström Group

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.

IDGs

IDG 1

2:45 pm - 3:45 pm VENDOR SELECTION: KNOWING WHAT YOU ARE LOOKING FOR

IDG 2

2:45 pm - 3:45 pm THE TESTING STAGE AND HOW TO MAKE THE MOST OUT OF IT

IDG 3

2:45 pm - 3:45 pm CREATING AND SUSTAINING A FRUITFUL VENDOR PARTNERSHIP

IDG 4

2:45 pm - 3:45 pm COMBINING EMOTIONS AND PERSONALITY WITH TECHNOLOGY

IDG 5

2:45 pm - 3:45 pm EMPLOYEE ENGAGEMENT AND THE FUTURE OF THE FRONTLINE

4:15 pm - 4:45 pm DESIGNING YOUR CUSTOMER EXPERIENCE

Jussi 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
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Jussi Mantere

Head of Customer Experience & Design
Kesko

4:45 pm - 5:15 pm FIRESIDE CHAT: COMBINING HUMAN AND MACHINE TO PERSONALISE THE CUSTOMER EXPERIENCE

Camilla 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.
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James Alexander

Decisioning Director
Sky

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Camilla Moberg

Customer Experience Strategist
Effectly

5:15 pm - 5:30 pm CHAIR'S CLOSING REMARKS

Camilla Moberg - Customer Experience Strategist Effectly
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Camilla Moberg

Customer Experience Strategist
Effectly

5:30 pm - 7:00 pm END OF CONFERENCE DAY ONE AND NETWORKING DRINKS RECEPTION