20 - 21 March, 2019 | DoubleTree by Hilton Hotel Lisbon - Fontana Park, Lisbon, Portugal

Conference Day Two

8:00 am - 8:20 am Morning registration and networking

Boardroom meeting one

8:20 am - 9:20 am Omnichannel is costing us more and more; What are we actually dealing with?
Nina Jones - Former Director of Customer Experience, Microsoft, Porsche, Independent Consultant
Agenda to be discussed:

  • Are Omnichannel costs simply a cost of doing business nowadays?
  • Is it the only way forward for growth and customer retention?
  • What are our competitors doing? Where do we sit in the rankings?
  • Are we putting ourselves at risk by refusing to go along with it? Should we be leading in it or can we get away with following? 
  • If we do go ahead with this; what are the must have investments and which will put us above and beyond?

Nina Jones

Former Director of Customer Experience, Microsoft, Porsche
Independent Consultant

Boardroom meeting two

8:20 am - 9:20 am Okay, we need to invest in omnichannel - what targets are we putting in place to make sure we get the return?
Luka Baranovic - Managing Director, Humanact
Agenda to be discussed:

  • What is our desired return on investment – growth, customer satisfaction or profit?
  • What metrics can measure multiple interlocking benefits/costs? 
  • Should we adopt return-on-customer over return-on-investment? 
  • How are we going to get our employees bought into this - can we incentivise or empower them to drive this change?
  • Do we need to train them?


Luka Baranovic

Managing Director

9:20 am - 9:30 am Chairs opening remarks

Ingrid Lindberg - CXO, Chiefcustomer.com

Ingrid Lindberg


9:30 am - 10:00 am Case study: Setting trustable and systematic business goals at the top to reflect the customer journey

Marion Humeau - Global Head of Customer Experience and Digital Innovations, Groupe Renault
Learn about Groupe Renault’s 3 step approach to measuring and monitoring an omnichannel driven business. How do you use quantitative and qualitative insights to understand the customer? How do you bridge the gap between the digital and the physical?What are the design thinking strategies and implementations to enhance the customer experience?

Marion Humeau

Global Head of Customer Experience and Digital Innovations
Groupe Renault

10:00 am - 10:30 am Case study: Emotionally smart robots - the next step in the evolution of life

Martin Kurze - Technology & Innovation, Product Management and Director Research & Innovation, Deutsche Telekom
Data is king when it comes to understanding your customers’ next steps but with so many touchpoints and a longer sales journey; this is very complex. Learn how this leading telecommunications operator is exploring robotics at home and their use to legally collect data for enhanced AI services.

Martin Kurze

Technology & Innovation, Product Management and Director Research & Innovation
Deutsche Telekom

10:30 am - 11:00 am Morning break and networking

11:00 am - 11:30 am Omnichannel scoop: Personalisation in a global context

Danilo Pagano - Head of Global Customer Engagement, Lundbeck
Take a whistle stop tour of the global personalisation trends which are disrupting your industry.  Do channels very in effectiveness according to different geographies? How can you localise and customise content to different markets and; what’s stopping you?

Danilo Pagano

Head of Global Customer Engagement

It is widely accepted that personalisation is a necessity to retain and win new customers; remain relevant to your customer and remain ahead of the competition. This discussion explores personalisation methods and their ROI including: What is the key to engaging your customer with content and responding in real time? What is the future of interactive content? What is the role of proactive alerts? How can you create predictive, personalised mobile experiences at scale? How can you match the message to the moment, before customers go hunting for answers?


Nina Jones

Former Director of Customer Experience, Microsoft, Porsche
Independent Consultant


Sandra Rodrigues

Head of Marketing Portugal


Swave Szymczyk

Global Director Digital and Retail Market - Originals & Style


Gary Walker

Founder and Digital Product Director

Put your phones away, put your own challenges aside for 45 mins and use this time to maximise the time with your peers to develop a common omnichannel best practice.

Step One: Choose a table.

Table 1 - People
Table 2 - Process
Table 3 - Technology

Step Two: Each table does a 10 mins SWOT analysis (Strengths, Weaknesses, Opportunities and Threats).

Step Three: Each table presents their SWOT analysis to our moderator.

Step Four: Switch the SWOT with your neighbouring table: With your new SWOT, come up with a collective solution to weaknesses and threats and an action point for strengths and opportunities.

Step Five: Each table provides feedback back for five minutes: we collate it; you walk away with a 360' recommended action plan! 

Luca Barachini

Digital Strategist and Planner
Former Head of Digital and Omnichannel Transformation for Versace Global

1:15 pm - 2:15 pm Networking lunch

2:15 pm - 2:45 pm Case Study: Overcoming internal cultural and process challenges to succeed in a digital transition

Alberto Viotto - Senior Director, Digital Marketing and Ecommerce, Thomson Reuters
Hear from a market leader who reinvented their marketing experience through their website by redesigning their customer experience around the most relevant customer journeys. Gain insight into the internal challenges of culture and processes faced and the strategies put into place to ensure successful system migration and transition. 

Alberto Viotto

Senior Director, Digital Marketing and Ecommerce
Thomson Reuters

2:45 pm - 3:15 pm Case Study: Customer-centric strategy made simple

Danny Hearn - Head of User Experience - Europe, Clarks
Learn from a leading household brand who moved to a customer-centric strategy from the theory to real actionable strategy. Hear about the journey of implementing this change across every level of the business from the key proposition, KPIs and governance, right down to the copy for marketers. 


Danny Hearn

Head of User Experience - Europe

3:15 pm - 4:00 pm Deep-dive session: Design thinking - changing a corporate culture in an era of digital transformation

Thomas Grunwald - Innovation Expert, T-Mobile Czech Republic
Veronika Krasnohorska - Innovation Advisor, Slovak Telekom
Discover design thinking - a human centered approach to innovation that draws from the designer’s tool-kit to integrate the needs of people, the possibilities of technology, and the requirements for business success. Learn why organisations that develop the competency of seamlessly transmuting consumer needs into innovations, ultimately create growth and competitive advantage.

Thomas Grunwald

Innovation Expert
T-Mobile Czech Republic


Veronika Krasnohorska

Innovation Advisor
Slovak Telekom

4:00 pm - 4:30 pm Afternoon networking break

4:30 pm - 5:00 pm Live-polling summary session

This is your last chance to ask those pressing questions and raise any further points of discussion we may have missed!

5:00 pm - 5:15 pm Chairperson’s closing remarks and end of the conference