25 - 26 March, 2020 | Lisbon, Portugal

Conference Day Two

8:00 am - 8:45 am REGISTRATION AND WELCOME COFFEE


Business Breakfast

8:45 am - 9:20 am Adapting to a rapidly changing retail environment

Edda Blumenstein - phD Researcher Leeds University Business School
Join Edda in her quest to investigate the capabilities retailers need in order to change in the dynamic retail industry and how they develop these capabilities through the lens of Omnichannel retailing, specifically:
 
·         Sensing: Identifying and Interpreting opportunities and threats
·         Seizing: Processing and deciding which opportunities and/or threats to respond to
·         Transforming: Organisational redesign
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Edda Blumenstein

phD Researcher
Leeds University Business School

MORNING PLENARY: UNDERSTANDING THE MULTI-FACETED CUSTOMER JOURNEY

9:20 am - 9:30 am Chair's opening remarks

Ingrid Lindberg - CXO, Chief Customer
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Ingrid Lindberg

CXO
Chief Customer

9:30 am - 10:00 am Case study: How to use data to create the ideal customer experience? From big to dig data!

Marion Humeau - Global Head of Customer Experience and Digital Innovations, Groupe Renault
Everyone knows that data offers enormous potential to exponentially increase the quality of the customer experience, brand commitment and therefore customer preference. However, progress in most companies is slower than expected, mainly due to the difficulty of processing Big Data.
Hear about the new approach to adopt: "from Big to Dig Data", put the conception of the ideal customer experience first and then look for the data that will enable it to be implemented.
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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 - Director, Research & Innovation, Deutsche Telekom
Knowing your customer is not just a requirement of your compliance department. It is also a great way to identify needs and opportunities. Who knows your customer better than his or her family? This talk will present and discuss a new device category for private customers and the huge opportunities and just has huge responsibilities coming with it. Devices that behave and are treated like family members will open up additional (emotional) conversation channels to your customers, pushing evolution forward, both of technology and marketing.
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Martin Kurze

Director, Research & Innovation
Deutsche Telekom

10:30 am - 11:00 am MORNING BREAK AND NETWORKING

PERSONALISATION: IS THERE A RIGHT TIME AND RIGHT PLACE TO BROACH THE SUBJECT?

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?

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Chanice Henry

Editor-in-Chief
CX Network

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Soren Gundtoft Johansen

Head of Omnichannel
BESTSELLER

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Swave Szymczyk

Global Director, Digital & Retail Market - Originals & Style
Adidas

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Sandra Rodrigues

Head of Marketing, Portugal
Whirlpool

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Gary Walker

Founder and Digital Product Director
22North

BOARDROOM DISCUSSIONS

BOARDROOM MEETING ONE

11:45 am - 1:15 pm "Omnichannel is costing us more and more; What are we actually dealing with?"
Soren Gundtoft Johansen - Head of Omnichannel BESTSELLER
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?
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Soren Gundtoft Johansen

Head of Omnichannel
BESTSELLER

BOARDROOM MEETING TWO

11:45 am - 1:15 pm "Okay, we need to invest in omnichannel - what targets are we putting in place to make sure we get the return?"
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?


1:15 pm - 2:15 pm NETWORKING LUNCH

TRANSITION AND TALENT

2:15 pm - 2:45 pm Customer-centric strategy made simple

Frederic Gau - Global Brand Development Director A;t Fox, the AD&T Group
Learn from a 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.
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Frederic Gau

Global Brand Development Director
A;t Fox, the AD&T Group

WORKSHOP

2:45 pm - 4:15 pm Design Thinking: Changing a corporate culture in an era of digital transformation

Thomas Grunwald - Innovation Expert, T-Mobile Czech Republic
Veronika Krasnohorska - Innovation Advisor, T-Mobile (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.
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Thomas Grunwald

Innovation Expert
T-Mobile Czech Republic

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Veronika Krasnohorska

Innovation Advisor
T-Mobile (Slovak Telekom)

4:15 pm - 4:30 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!

4:30 pm - 4:45 pm Chair’s closing remarks and end of the conference

Ingrid Lindberg - CXO Chief Customer
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Ingrid Lindberg

CXO
Chief Customer