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Conference Day One - Tuesday 21st November 2017

8:00 AM - 8:45 AM Registration & networking

8:35 AM - 8:40 AM Chairperson's opening remarks and welcome

8:40 AM - 9:20 AM Becoming an experience-driven company

Jennie Missuna, Chief Experience Officer, Visit Sweden
  • The process of developing a compelling customer value proposition
  • Rethinking communication for global travellers
  • Changing the way to work to become experience driven both toward customers as well as meeting demands from global travellers

Jennie Missuna

Chief Experience Officer
Visit Sweden

9:20 AM - 10:00 AM Customer First! How to create growth and go to market from the customer’s point of view?

Sara Mundt-Petersen, Head of CRM, TUI Nordic
  • How to start with the customer and the customer data when creating dialogs?
  • Segmentations, predictive models or AI?
  • Lessons learned from improving CRM & CX across a range of sectors including Retail, Travel and Telco

Sara Mundt-Petersen

Head of CRM
TUI Nordic

10:00 AM - 10:40 AM The world is changing, expectations are changing, customer experience is changing

Tiina Moberg, Director of Customer Experience and Onling Services, DNA Oyj
  • Understanding the impacts of changes in consumer expectations
  • The consequences of digitalization on customer experience
  • The world of work is changing and how this impacts human work
  • Rising market trends and how to adapt
  • Adapting to the era of Big Data and what it means for CX

Tiina Moberg

Director of Customer Experience and Onling Services
DNA Oyj

10:40 AM - 11:10 AM Morning coffee

11:10 AM - 11:40 AM Scaling the passion for CX to colleagues

Jim Ankare, Head of Customer Experience,
  • Using simple frameworks to manage CX
  • Sharing customer data across the firm
  • Developing new insights with internal rather than external resources
  • Acting on insights both short and long term
  • Measuring and celebrating CX success

Jim Ankare

Head of Customer Experience

11:50 AM - 12:30 PM Giving all our fans the VIP experience

Christian Sorensen, Head of Customer Experience, FC København
  • How to give non-VIP customers an excellent customer experience
  • Implementing digital tools to improve experience for fans
  • Going the extra mile for customers

Christian Sorensen

Head of Customer Experience
FC København

12:30 PM - 1:30 PM Lunch

1:30 PM - 2:10 PM Creating a happiness index: Measuring the unmeasurable

Clara Westman, Head of Customer Insight and Brand Innovation, Bonava
  • Understanding what really makes your customers happy
  • Designing an set of KPIs to measure customer happiness
  • Identifying what brings value to your customers

Clara Westman

Head of Customer Insight and Brand Innovation
Bonava

2:10 PM - 2:40 PM Pairing data with verbatim feedback for faster action

  • Types of identifiers to look out for
  • Feedback from referrers
  • Understanding your user types
  • What interactions need more context (exit, post-confirmation)Why the email survey is dying
  • CX metrics contextualized and the power to make informed decisions
  • Google Analytics/Adobe Analytics variables as a catalyst for context rich feedback

2:40 PM - 3:20 PM Taking customer journey mapping to the next level

Seppo Roponen, ,
  • Using a new model to map the entire customer journey in depth
  • Organising operation to get the most out of your customer data
  • Making face-to-face meetings with customers part of your strategy
  • Deciding what actions to take and where on the customer journey to take them

Seppo Roponen


3:20 PM - 3:50 PM Afternoon tea break

3:50 PM - 4:50 PM Roundtable - How to build the business case for customer experience

Elizabeth Strand, Head of Customer Experience, If P&C Insurance
  • How to gain senior-level backing for customer experience initiatives?
  • How to develop CX champions throughout the organization?
  • How to overcome resistance to change?

Elizabeth Strand

Head of Customer Experience
If P&C Insurance

3:50 PM - 4:50 PM How to have a customer centric approach to digital transformation and its black box

Bianca Nesgaard, Global Director of Digital Experience, Pandora
  • What steps can be taken to ensure the customer is at the heart of digital transformation?
  • What are the most impactful changes digital can make to the customer experience?

Bianca Nesgaard

Global Director of Digital Experience
Pandora

4:50 PM - 5:30 PM Linking employee experience to customer experience

Camilla Moberg, Head of Customer Experience, Phonera
  • Putting the voice of the customer at the heart of company culture
  • Instilling passion for the customer into every employee
  • Linking employee value proposition to customer value proposition
  • Using NPS on employees to measure satisfaction

Camilla Moberg

Head of Customer Experience
Phonera

5:30 PM - 5:35 PM Chairperson's clsoing remarks

8:00 AM - 9:00 AM Drinks reception