Conference Day Two - Wednesday 22nd November 2017

9:00 AM - 9:25 AM Registration and coffee

8:00 AM - 8:05 AM Chairperson's welcome

9:30 AM - 10:10 AM Turning NPS into tangible action points

Marten Totterman, Head of Customer Experience, Northern Europe, Thomas Cook
  • Deciding what action to take based on NPS and ensuring everyone in the organization understands what actions to take in order to reach your NPS target
  • Creating a clear and single view of the customer by breaking down silos to enhance customer-centricity
  • Which areas to internally focus on to reach that level of maturity in order to really focus on the customers

Marten Totterman

Head of Customer Experience, Northern Europe
Thomas Cook

10:10 AM - 10:50 AM Creating a strategy to turn customer insight into action

Jon Kandell, Head of Customer Experience and Communication, Nordea
  • Setting up a systematic approach to listening to customers
  • Devising a strategy to take action on customer feedback across your organization
  • Understanding what action to take when on the customer journey

Jon Kandell

Head of Customer Experience and Communication

10:50 AM - 11:20 AM Morning coffee break and technology demonstrations

Join us for a coffee whilst our exhibitors demonstrate the latest technologies to help you improve your customer experience

11:20 AM - 12:00 PM Improving the passenger experience using behavioural science

Thomas Anderssen, Director of Passenger Services & Terminal Operations, Copenhagen Airports
  • Understanding the behavioural patterns of travelers
  • Using behavioural science to create a more seamless airport experience
  • Improving passenger experience in an ever more crowded airport

Thomas Anderssen

Director of Passenger Services & Terminal Operations
Copenhagen Airports

12:00 PM - 12:40 PM How to deploy digital strategy across multiple channels to improve customer experience

  • Creating an excellent digital experience across the entire customer journey
  • Implementing chatbots and AI to improve the customer experience
  • Extracting maximum value from social media listening

12:40 PM - 1:40 PM Lunch

1:40 PM - 2:20 PM Using digital tools to enhance customer experience and increase loyalty

Annette Buck, Head of Marketing & CRM, Coop
  • Launching our new membership app to stand out from the crowd in a very saturated market
  • Personalising offers to customers using customer data
  • Implementing self-scan and phone payment technology to enhance in-store customer experience

Annette Buck

Head of Marketing & CRM