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21 Customer Experience Directors Speaking In 1 Inspiring Day At The Customer Experience Amsterdam Conference

Advanced, Insight-Led Journeys & Customer Experience Strategies Which Deliver Results: Increase Customer Satisfaction By Mastering End-To-End Journeys With Next-Level Digital, The Latest Tech & AI, Exceed Expectations At Every Point Of The Omni-Channel Journey, Inspire A Customer-Centric Culture Which Drives Bottom-Line Impact & Harnesses The Customer Voice To Deliver ROI & Cement The Strategic Impact Of Customer Experience  

A One-Day, European, Brand-Led Conference & Networking Event, 12th May 2020, Hotel Novotel Amsterdam City, Amsterdam

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08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chairs’ Opening Remarks

Rachel Whitaker
Savings Platform Lead (Customer)

Next-Level Customer Journeys – Double Perspective

09.10 Master Customer Journey Mapping With Sophisticated Strategies & Tangible Outcomes Which Drive Improvements, Engagement & Interaction

  • Upgrade and update! Deliver smooth and personalised end-to-end customer experiences with tailored practices which determine the key moment in your customer’s journey to interject and influence
  • Take the next step beyond journey mapping and better optimise the customer journey by translating data into actionable insights
  • Stay ahead of the game (and your customers!) Future-proof your customer journey strategies and keep up with ever-changing customer behaviours to effectively map touch points and end-to-end experiences

09.20 Perspective One

Tom Girling
Head of Regulated Advice
Skipton Building Society

09.40 Perspective Two Andrew Clayton
Global Head of Customer Experience

Digital & AI

10.00 Capitalise On Digital! Exploit New Opportunities, Drive Action & Meet Customers’ Soaring Expectations By Harnessing The Digital Revolution

  • Innovate and integrate! Skilfully encourage customers to move across platforms with a seamless transition from offline to online – without losing the human touch
  • Future-proof your digital activities: how can we best adapt strategies to anticipate the effect automation will have on customer experiences?
  • Harness the right digital channels for increased interaction guaranteed to boost engagement across touchpoints
Deborah Krabbé-Wietzes
Head of Customer Experience & User Experience Commercial Banking

Customer-Centric Cultures – Panel Discussion & Q&A

10.20 Establish A Truly Customer-Centric Culture With Customer-Focussed Teams & Leaders Who Drive Enthusiasm For Customer Experience Throughout The Business 

  • Happy employees, happy customers – a match made in heaven! Ensure you are keeping front-line staff happy in order to continuously provide the best customer experience
  • Creative approaches and best-practice advice to effectively communicate your message and encourage a culture of wellbeing
  • Don’t just talk the talk, walk the walk! Bring your customer-centric culture to life by driving it throughout the business and considering customers in all strategic decision-making
  • Demonstrate the commercial benefits of a customer-centric culture to overcome internal change resistance for long-term customer experience improvements
Laura Heggarty
Global Design Studio Director
HSBC Commercial Banking

Balázs Szabo
Head of Customer Experience & Digital Development

Lucy Huggett
Senior Customer Experience Manager
Oxford University Press

Julia Murphy
Head of Customer Experience Strategy
Charlotte Buckley
CX Manager

10.50 Morning Refreshment Break With Informal Networking

Measurable VOC

11.20 Prove Real Value By Measuring The Customer Voice & Action Customer Insights With The Right Tools & Metrics To Drive Next-Level KPIs 

  • Best-practice techniques and models for measuring and benchmarking satisfaction rates to translate into your strategies today
  • Is NPS still relevant as a KPI? How should you prove value, positive impact and revenue today?
  • Don’t just value your insights, value your customers! Ensure your customer voices are heard by actioning real insights from feedback to prove you really are listening
Svitlana Tanasiychuk
Customer Experience Transformation Manager
Anheuser-Busch InBev

11.40 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email

Prove Impact, Drive Value

12.30 Demonstrate The Commercial Value & Cement The Strategic Impact Of Customer Experience

  • Position CX for the future with a strategy which strategically aligns with long-term company objectives to win a seat at the table
  • The customer is at the heart of any organisation, so how can you drive the strategic value of customer experience throughout the business?
  • Hammer home the commercial value of satisfied customers with the right data and insights to prove the link and prove value
  • Ensure the customer sits at the centre of your strategy with personalised meaningful interactions that deliver better experiences
  • Maximise feedback, data and insight to build a true picture of your customer experience and its genuine impact across the business for continued leadership backing
Terri McCarthy
Head of Customer Experience, Insights & Analytics

12.50 Lunch For Delegates, Speakers & Partners

13.20 Informal Peer-To-Peer Discussions

A) Agile
Victor Chiesa Reuter
Customer Engagement Director

B) Customer Loyalty
Mark Tofte
Customer Experience Manager
Santander Consumer Bank

C) CX Vs. UX

D) Design Principles

E) Loyalty

F) Coronavirus Response!
Share best practice with your peers about the immediate impact of coronavirus on business operations and strategy, how to minimise blows to the bottom line and reinforce business resilience during uncertain times.
13.50 Afternoon Co-Chairs’ Opening Remarks
Andrew Clayton
Global Head of Customer Experience


Customer Expectations – Panel Discussion & Q&A

14.00 Proactive, High-Impact Approaches To Keep Up With The Changing Needs & Expectations Of Customers By Actioning Insights To Deliver Exceptional Experiences Every Time

  • Uncover valuable insights to deliver a truly customer-centric customer experience
  • Demonstrate value by adopting new, innovative strategies which recognise your customer’s needs, overcome pain points and exceed expectations
  • Anticipate, manage and meet customer’s rising expectations around speed of service and ease of access for all-round improved customer experiences
Victor Chiesa Reuter
Service Excellence Director

Mark Tofte
Customer Experience Manager
Santander Consumer Bank

Michelle Mann
Customer Experience Development Manager
ASOS Customer Care

Mary MacPherson
Design Lead, Insurance & Wealth Transformation
Lloyds Banking Group

Julia Murphy
Head of Customer Experience Strategy

Data & Insight

14.30 Pragmatic, Proactive Strategies To Deliver Exceptional Customer Experiences By Expertly Harnessing Data & Actioning Valuable Insights Which Drive Business Improvements

  • Unlock the power of your data! Best-practice techniques on how to structure and convert data and insights into actionable improvements for customer experience
  • Get to know the customer behind the data by capturing the customer voice and discover crucial insights into why customers are thinking and doing what they are today
  • Best-practice techniques on how to structure and convert insights and data into actionable improvements for customer experiences that wow
  • Be proactive, not reactive! Take your insights to the next level by predicting what your customers will want and need and stay one step ahead to deliver
Malene Eriksen Vestergaard
Head of Commercial Innovation & Customer Development
Danish Crown Foods

14.50 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email

New Tech, AI & Bots – Panel Discussion & Q&A

15.20 Exploit New, Cutting-Edge Tools, Technologies & Strategies To Meet & Exceed Business Objectives & Enhance Your Customers’ Experiences

  • How can we use new technologies to gain a strategic advantage? Increase conversion rates and exceed increasing customer expectations with innovative and practical tech and AI applications
  • How does AI actually affect customer experience? As the increase in online traffic accelerates, which chatbots and online servers are proving real impact and value?
  • Industry benchmarking: explore common challenges and pitfalls when implementing new tech and AI into customer experience strategies
Carina Ahlberg
Head of Customer Experience (CX)
Volkswagen Group Sverige AB

Danilo Pagano
Vice President Digital & Customer Engagement

15.50 Afternoon Refreshment Break With Informal Networking


16.20 Drive An Insight-Led, Omnichannel Strategy Which Is Guaranteed To Reach Your Target Customers & Delivers Results At Every Touchpoint

  • Drive a strong insight model by understanding what the customer wants and needs
  • The omnichannel challenge: how can you successfully align channels with the user experience and customer experience?
  • Channel of choice: get your channel mix right to ensure an engaged customer base
Valentina Bella
Customer Experience Director
Virgin Active Italy

Fit-For-Future CX Strategies

16.40 Stay Ahead Of The Game! With Expectations Ever-Rising, Keep Up & Future-Proof Your Strategies To Drive Real Results Every Time

  • Business-critical changes to make today: determine how to expertly harness data and insights to predict customer expectations
  • A look to the future: plan strategically by anticipating and proactively building a picture of your customers’ needs and desires to embed into your strategies
  • Lead the way! Think ahead with fit-for-future strategies which maximise new technologies, AI and digital whilst maintaining a human touch
Danilo Pagano
Vice President Digital & Customer Engagement

17.00 Chairs’ Closing Remarks & Official Close Of Conference Andrew Clayton
Global Head of Customer Experience