• Why should you join

    .be inspired

    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.

    .learn

    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

    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.

  • Watch the recordings of the ExperienceCon talks now! 

    If you registered an All Access Ticket, join back to the conference hub to watch the recorded sessions. 

     

    Don't have a ticket? Register now to get access to the recordings! Click here to see which talks are available to rewatch.

    Read how you can register to the hub on our FAQ page.

  • Recorded sessions of ExperienceCon 2021

    REWATCH THE RECORDED SESSIONS UNTIL SEPT 30, 2021

    Why Understanding what customers need is fundamental to business success

    Jonathan Mindell, CEO, UK & Europe, ICG

     

    Holistic and Humanistic: How an exceptional employee experience can support your business

    Perry Timms, Chief Energy Officer, PTHR

     

    Mapping Experiences: Seeing the Unseen

    Paul Tolchinsky, Managing Principal, Performance Development Associates


    The future of customer experience

    Ian Golding Certified CX Professional,CCXP, Customer Experience Consultancy

     

    How to get senior leaders to become committed and inspired to customer experience?

    Fireside chat: Ian Golding and Laura Tengerdi

     

    CX: the power of putting customers at the center of the business

    Cecilia Hugony, Founder, Customer Experience Expert, RealCX

     

    How AI can help build empathy in Customer Experience
    Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBM

     

    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

    How to connect your VoC data to your Journey Maps and get in depth analytics in real-time

    Eytan Hattem, Business Lead, Cemantica

     

    Solution Focused tools to create meaningful and fulfilling workplaces

    Elvira Kalmár, Founder, Go Beyond Project

     

    Get Ready, Get Serious, PLAY!

    Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute

     

    The most effective tools of employee experience design

    Judit Radnai-Toth and Andrea Jurecska, co-founders of HRDesignLAB

     

    Business metrics and CX metrics: how they are connected?

    Panel:

    György Káli and Attila Stampf Co-founders of Humanize,

    Diana Medimorec, Head of Customer Optimization & Enablement, Amazon Web Services

    Balázs Szabó, Founder, CX Factory

    Priszcilla Várnagy CEO, Be-novative

     

    CX maturity in organizations

    Panel:

    Ulla Jones, Service Designer, Design Thinking Coach, Podcaster & Columnist

    Marzia Aricó, Design Director at Livework Studio,

    Judit Kertész, Managing Partner, Frontira

    Case Studies

    Customer-Centric Culture, Customer Experience Strategy, Organizational Adoption & Accountability

    VOC, Customer Insight & Understanding,Metric, Measurement & ROI, Experience Design & Improvement

     

    Customer-centric transformation

    Judith van Herwaarden, Global Principal Customer Experience, HeidelbergCement Group

     

    How NOT to over promise and under-deliver on your CX programme
    Holly Richardson, Digital & CX Transformation Lead, Unilever

     

    The unexpected depth of customer text data: How to improve satisfaction and drive business growth

    Temenushka Milenkova, Senior Strategic Consultant, GemSeek

     

    CX ROI measurement at Tele2Russia

    Nina Gyubbenet, Head of Customer Experience at Tele2Russia

     

    Neuroscience-powered insights to improve Customer Journeys

    Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain

  • Meet the speakers

    Clare Muscutt

    Founder and Director

    CMXperience Ltd

    Jonathan Mindell

    CEO, UK & EuropePractice Leader - Customer Experience

    Internal Consulting Group

    Perry Timms

    Chief Energy Officer

    PTHR

    Ian Golding

    Global CX Specialist, CCXP

    Customer Experience Consultancy

    Laura Tengerdi

    Marketing and Customer Experience Professional, C-Suite

    Budapest Bank

    Francis Goh

    CEO & Founder
    (Former CEO of Mercer & Fujitsu)

    Hehsed Consulting

    Kunal Sachdeva

    Executive Partner, Hybrid- & Multi-Cloud Transformation

    IBM

    Cecilia Hugony

    Founder, Customer Experience Expert

    RealCX

    Elvira Kalmar

    Founder

    Go Beyond Project

    Eytan Hattem

    Business Lead

    Cemantica

    Andrea Hanyecz

    CCXP, Deputy Head of Retail

    Hungarian National Lottery

    Codin Caragea

    Chief Manager, Head of Customer Experience

    Bank Muscat

    Judith van Herwaarden

    Global Principal Customer Experience

    HeidelbergCement Group

    Holly Richardson​

    Digital & CX Transformation Lead

    Unilever

    Ákos Tolnai

    Founder

    AbilityMatrix

    Temenushka Milenkova​

    Senior Strategic Consultant

    GemSeek

    Nina Gyubbenet​

    Head of Customer Experience

    Tele2Russia

    Ana Iorga

    Founder and Chief Neuroscientist

    Buyer Brain

    Sirte Pihlaja

    CEO, CCXP, LEGO® Serious Play® Facilitator

    Shirute

    Mark EJ Garner

    Design Sprint Facilitator and Host of Mother Earth’s Heroes Show Podcast

    Judit Radnai Toth

    Founder

    Talentbrand

    Andrea Jurecska

    CHRO

    - HRDesignLab Co-founder

    United Consult

    György Káli

    Co-founder

    Humanize

    Csaba Földházi

    Director of Agile at Scale

    ShiwaForce

    Attila Stampf

    Co-founder

    Humanize

    Balázs Szabó

    Founder

    CX Factory

    Diana Medimorec

    Head of Customer Optimization & Enablement

    Amazon Web Services

    Judit Kertész

    Managing Partner

    Frontira

    Marzia Aricó

    Design Director

    Livework Studio

    Ulla Jones

     Service Designer, Design Thinking Coach, Podcaster & Columnist

    Linda Amraen

    Global Director of Client Services, Hospitality

    BARE International

    Melanie Cihak

    Director of Client Services

    BARE International

    Paul D. Tolchinsky

    Managing Principal

    Performance Development Associates

    János Pereczes

    Chief Digital Officer

    MKB Bank

    David Conway

    Managing Principal

    KPMG UK

    Priszcilla Várnagy

    Founder & CEO

    Be-Novative

  • See the agenda

    LIVE ONLINE: MAR 11, 09:15 AM – 06:10 PM (CET)

    REWATCH THE LIVE & RECORDED SESSIONS UNTIL SEPT 30, 2021

     

    The program may be subject to change.

    MORNING SESSIONS

    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

    Clare Muscutt Founder and Director, CMXperience Ltd

    live only
     

    09:55 - 10:20 Why Understanding what customers need is fundamental to business success

    Jonathan Mindell, CEO, UK & Europe, ICG

    live&recorded
     

    10:20 -10:45 Holistic and Humanistic: How an exceptional employee experience can support your business

    Perry Timms, Chief Energy Officer, PTHR

    live&recorded


    11:00 - 11:25 The future of customer experience

    Ian Golding Certified CX Professional,CCXP, Customer Experience Consultancy

    live&recorded

     

    11:25 - 11:45 How to get senior leaders to become committed and inspired to customer experience?

    Fireside chat: Ian Golding and Laura Tengerdi

    live&recorded


    11:45-12:10 How to use CX be the competitive advantage for your business?

    Francis Goh Founder & CEO, Hehsed Consulting

    live only

     

    12:10-12:15 Collaborative Discovery Session Intro - How might we convince senior management to consider customer experience as a strategically important topic?

    Priszcilla Várnagy CEO, Be-novative

    AFTERNOON SESSIONS

    Transformation, Toolkit, Case Studies

    13:00 - 13:25 The Six Pillars of Customer Experience

    David Conway, Director, KPMG UK

    live only
     

    13:25 - 13:50 CX: the power of putting customers at the center of the business

    Cecilia Hugony, Founder, Customer Experience Expert, RealCX

    live&recorded
     

    Recorded: How AI can help build empathy in Customer Experience
    Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBM

    recorded only

     

    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, Cemantica

    live&recorded

    14:35 - 15:35 Presenting Case Studies

    Customer-Centric Culture, Customer Experience Strategy, Organizational Adoption & Accountability

    Room Hosts: Laura Tengerdi and Andrea Hanyecz

    Customer-Centric Culture

    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

    live only
     

    Customer Experience Strategy

    14:55 - 15:15 Customer-centric transformation

    Judith van Herwaarden, Global Principal Customer Experience, HeidelbergCement Group

    live&recorded

     

    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

    live&recorded

    BREAKOUT ROOM II.

    14:10 - 14:35 Solution Focused tools to create meaningful and fulfilling workplaces

    Elvira Kalmár, Founder, Go Beyond Project

    live&recorded

    14:35 - 15:35 Presenting Case Studies

    VOC, Customer Insight & Understanding,Metric, Measurement & ROI, Experience Design & Improvement

    Room Host: Akos Tolnai

    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, GemSeek

    live&recorded
     

    Metric, Measurement & ROI

    14:55 - 15:15 CX ROI measurement at Tele2Russia

    Nina Gyubbenet, Head of Customer Experience at Tele2Russia

    live&recorded
     

    Experience Design & Improvement

    15:15 - 15:35 Neuroscience-powered insights to improve Customer Journeys

    Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain

    live&recorded

    BREAKOUT ROOM I.

    15:45 - 16:00 Get Ready, Get Serious, PLAY!

    Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute

    live only
     

    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

    live only
     

    16:20 - 17:00 Business metrics and CX metrics: how they are connected?

    Panel:

    György Káli and Attila Stampf Co-founders of Humanize,

    Diana Medimorec, Head of Customer Optimization & Enablement, Amazon Web Services

    Balázs Szabó, Founder, CX Factory

    Priszcilla Várnagy CEO, Be-novative

    live&recorded

    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

    live&recorded
     

    16:00 - 16:20 How to design an agile employee journey

    Csaba Földházi, Director of Agile at Scale, ShiwaForce

    live only
     

    16:20 - 17:00 CX maturity in organizations

    Panel:

    Ulla Jones, Service Designer, Design Thinking Coach, Podcaster & Columnist

    Marzia Aricó, Design Director at Livework Studio,

    Judit Kertész, Managing Partner, Frontira

    live&recorded

    CLOSING SESSIONS

    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

    live&recorded

     

    17:30 - 17:55 Mapping Experiences: Seeing the Unseen

    Paul Tolchinsky, Managing Principal, Performance Development Associates

    live&recorded
     

    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.

  • Sponsors & Partners

    If you’re interested in sponsoring ExperienceCon, please contact us.

  • Media Partners

  • Organizers

    Judit Radnai Tóth

    Co- founder

    ExperienceCon

    György Káli

    Co- founder

    ExperienceCon

    Laura Tengerdi

    Marketing and Customer Experience Professional, C-Suite

    Budapest Bank

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