Why should you join
In the experience economy, customer experience can make or break your business. Learn more about the complexity and the business impact of experience design and management and see how it can strengthen businesses even in hard times.
During this virtual conference, we'll discuss the latest trends and best practices you need to know to solve the evolving challenges of experience design and management.
Connect and network with other attendees, customer experience experts, and leaders. Be a part of the community at our annual conference featuring trends, tools, and best practices of experience design and management.
LIVE ONLINE: MAR 11, 09:15 AM – 06:10 PM (CET)
The program may be subject to change.
09:15-09:25 Welcome to Experiencecon 2021
Judit Radnai Tóth, Laura Tengerdi, György Káli co-founders and organisers of ExperienceCon
09:25 - 09:55 Humanising the Customer Experience, by Design
09:55 - 10:20 Why Understanding what customers need is fundamental to business success
Jonathan Mindell, CEO, UK & Europe, ICG
10:20 -10:45 Holistic and Humanistic: How an exceptional employee experience can support your business
Perry Timms, Chief Energy Officer, PTHR
10:45 - 11:00 Break
11:00 - 11:25 The future of customer experience
Ian Golding Certified CX Professional,CCXP, Customer Experience Consultancy
11:25 - 11:45 How to get senior leaders to become committed and inspired to customer experience?
Fireside chat: Ian Golding and Laura Tengerdi
11:45-12:10 How to use CX be the competitive advantage for your business?
Francis Goh Founder & CEO, Hehsed Consulting
12:10-12:15 How might we convince senior management to consider customer experience as a strategically important topic?
Priszcilla Várnagy CEO, Be-novative
Transformation, Toolkit, Case Studies
13:00 - 13:25 The Six Pillars of Customer Experience
David Conway, Director, KPMG UK
13:00 - 13:25 How AI can help build empathy in Customer Experience
Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBM
13:25 - 13:50 CX: the power of putting customers at the center of the business
Cecilia Hugony, Founder, Customer Experience Expert, RealCX
13:50 - 14:10 Break
BREAKOUT ROOM I.
14:10 - 14:35 How to connect your VoC data to your Journey Maps and get in depth analytics in real-time
Eytan Hattem, Business Lead, Cemanticalive&recorded
14:35-14:55 The building blocks of a customer-centric culture. How to embed customer-centricity in the DNA of your company
Codin Caragea, Chief Manager, Head of Customer Experience Bank Muscat
Customer Experience Strategy
14:55 - 15:15 Customer-centric transformation
Judith van Herwaarden, Global Principal Customer Experience, HeidelbergCement Group
Organizational Adoption & Accountability
15:15 - 15:35 How NOT to over promise and under-deliver on your CX programme
Holly Richardson, Digital & CX Transformation Lead, Unilever
BREAKOUT ROOM II.
14:10 - 14:35 Solution Focused tools to create meaningful and fulfilling workplaces
Elvira Kalmár, Founder, Go Beyond Project
VOC, Customer Insight & Understanding
14:35 - 14:55 The unexpected depth of customer text data: How to improve satisfaction and drive business growth
Temenushka Milenkova, Senior Strategic Consultant, GemSeeklive&recorded
Metric, Measurement & ROI
14:55 - 15:15 CX ROI measurement at Tele2Russia
Nina Gyubbenet, Head of Customer Experience at Tele2Russialive only
Experience Design & Improvement
15:15 - 15:35 Neuroscience-powered insights to improve Customer Journeys
Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain
15:35 - 15:45 Mini Break
BREAKOUT ROOM I.
15:45 - 16:00 Get Ready, Get Serious, PLAY!
Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute
16:00 - 16:20 Design Sprint Workshops - Moving from in-person to remote
Mark EJ Garner, Design Sprint Facilitator and Host of Mother Earth’s Heroes Show Podcast
16:20 - 17:00 Business metrics and CX metrics: how they are connected?
György Káli and Attila Stampf Co-founders of Humanize,
Diana Medimorec, Head of Customer Optimization & Enablement, Amazon Web Services
Balázs Szabó, Founder, CX Factory
BREAKOUT ROOM II.
15:45 - 16:00 The most effective tools of employee experience design
Judit Radnai-Toth and Andrea Jurecska, co-founders of HRDesignLAB
16:00 - 16:20 How to design an agile employee journey
Csaba Földházi, Director of Agile at Scale, ShiwaForce
16:20 - 17:00 CX maturity in organizations
Ulla Jones, Service Designer, Design Thinking Coach, Podcaster & Columnist
Marzia Arció, Design Director at Livework Studio,
Judit Kertész, Managing Partner, Frontira
17:00 - 17:10 Mini Break
17:10 - 17:30 Thriving vs. Surviving: How Customer Experience Drives Business Growth
Linda Amraen, Global Director of Client Services Hospitality and Melanie Cihak, Director of Client Services BARE International
17:30 - 17:55 Mapping Experiences: Seeing the Unseen
Paul Tolchinsky, Managing Principal, Performance Development Associates
17:55 - 18:10 Closing Remarks
For this event, you can earn 6 Continuing Education Units (CEU) for the Certified Customer Experience Professional (CCXP) designation.
Meet the speakers
Founder and Director
CCXP, Deputy Head of Retail
Hungarian National Lottery
Mark EJ Garner
Design Sprint Facilitator and Host of Mother Earth’s Heroes Show Podcast
Judit Radnai Toth
- HRDesignLab Co-founder
Director of Agile at Scale
Service Designer, Design Thinking Coach, Podcaster & Columnist
Global Director of Client Services, Hospitality
Director of Client Services
Chief Digital Officer
Founder & CEO