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.
- 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 experienceIan 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, IBMThriving 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, UnileverThe 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 DesignClare Muscutt Founder and Director, CMXperience Ltd
live only09:55 - 10:20 Why Understanding what customers need is fundamental to business success
Jonathan Mindell, CEO, UK & Europe, ICG
live&recorded10:20 -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 experienceIan Golding Certified CX Professional,CCXP, Customer Experience Consultancy
live&recorded11:25 - 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 only12:10-12:15 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 only13:25 - 13:50 CX: the power of putting customers at the center of the business
Cecilia Hugony, Founder, Customer Experience Expert, RealCX
live&recordedRecorded: How AI can help build empathy in Customer Experience
Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBMrecorded 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&recorded14:35 - 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&recordedOrganizational Adoption & Accountability
15:15 - 15:35 How NOT to over promise and under-deliver on your CX programme
Holly Richardson, Digital & CX Transformation Lead, Unileverlive&recordedBREAKOUT ROOM II.
14:10 - 14:35 Solution Focused tools to create meaningful and fulfilling workplaces
Elvira Kalmár, Founder, Go Beyond Project
live&recorded14:35 - 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&recordedMetric, Measurement & ROI
14:55 - 15:15 CX ROI measurement at Tele2Russia
Nina Gyubbenet, Head of Customer Experience at Tele2Russia
live&recordedExperience Design & Improvement
15:15 - 15:35 Neuroscience-powered insights to improve Customer Journeys
Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain
live&recordedBREAKOUT ROOM I.
15:45 - 16:00 Get Ready, Get Serious, PLAY!
Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute
live only16:00 - 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 only16:20 - 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&recordedBREAKOUT 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&recorded16:00 - 16:20 How to design an agile employee journey
Csaba Földházi, Director of Agile at Scale, ShiwaForce
live only16:20 - 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&recordedCLOSING 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&recorded17:30 - 17:55 Mapping Experiences: Seeing the Unseen
Paul Tolchinsky, Managing Principal, Performance Development Associates
live&recorded17:55 - 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
Previous Events
SERVICE DESIGN DAY BUDAPEST
VIRTUAL AGILE COMMUNITY OF PRACTICE
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Contact: info@experiencecon.io
© 2021