Menu Close

Book Before This Thursday & Save €100! How Are Customer Experience Directors Across Europe Delivering Impressive Results With Advanced & Innovative Customer Experience Strategies?

Increase Customer Satisfaction With Innovative Insights & Strategies To Master Customer Journeys, Capitalise On Digital, Leverage New Technologies & AI & Inspire A Customer-Centric Culture Which Exceeds Soaring Customer Expectations Across Channels, Drives Bottom-Line Impact, Proves ROI & Cements The Strategic Impact Of Customer Experience

1. Master Insight-Led Customer Journeys: Drive engagement and sales with tailored, advanced strategies which better optimise the customer journey
2. Capitalise On Digital - Innovate & Integrate! New opportunities to harness the digital revolution without losing the human touch
3. Exceed Customer Expectations, Deliver Results! Tap into customers’ changing needs and desires for tailored, memorable experiences which align with brand values and organisational strategies
4. Listen To The Voice Of The Customer & Action Feedback: Prove the bottom-line impact of customer satisfaction with the right metrics and measurement tools
5. Unlock The Power Of New Tech, AI & Bots: How can we use new technologies to gain a strategic advantage and enhance the experience?
6. Harness Data & Action Valuable Insights: Unlock the power of your data with pragmatic, proactive strategies which convert data insights into actionable improvements
7. Winning Omnichannel Strategies To Optimise Engagement: Transform your strategies and guarantee reach for seamless journeys across channels and touchpoints
8. Inspire A Customer-Centric Culture: Drive enthusiasm for CX and overcome internal change resistance for organisation-wide buy-in
9. Demonstrate Commercial Value & Cement Strategic Impact: Position CX for the future with a strategy which aligns with long-term company objectives
10. Fit-For-Future Customer Experience Strategies! Think ahead and future-proof your strategies by anticipating and proactively building a picture of your customers’ changing needs and desires

The Customer Experience Amsterdam Conference At A Glance


Senior-Level Speakers




Years Of
Insight & Inspiration


Satisfaction Rating (London)


Advanced Topic Streams

Why This Customer Experience Conference? New Inspiration For 2020! Why 12th May Should Be The Date In Your Diary:

  • 21 Brand-Side Speakers In 1 Inspiring, Affordable Day
  • 98% Satisfaction Rate At Our 2019 London Conference!
  • 9 International Perspectives

  • Customer-Centric Cultures Panel Discussion & Q&A
  • New Tech, AI & Bots Panel Discussion & Q&A
  • Customer Expectations Panel Discussion & Q&A
  • 5 Lunchtime Peer Discussions: A) Agile B) Emotion C) CX Vs. UX D) Design Principles E) Loyalty

1 Inspiring Day. 21 Brands Address Your Toughest CX Challenges: Customer Experience Leaders ✓ Unmissable Insights ✓ Journeys ✓ Digital & AI ✓ Customer-Centric Cultures ✓ Measurable VOC ✓ Prove Impact, Drive Value ✓ Customer Expectations ✓ Data & Insight ✓ New Tech, AI & Bots ✓ Omnichannel ✓ Fit-For-Future CX Strategies

Can You Help Brands Grow & Retain Their Customer Base With Exceptional Customer Experiences? For more information on how speak, exhibit or arrange one-to-one meetings at this market-leading conference, please call +44 (0) 20 3479 2299 or email

Book An Exhibition Stand & 2 Delegate Passes Before This Thursday For Only £2,450 (SAVE £430). Click here to book your stand. Exhibition space is limited and will be issued on a first-come, first-served basis.

Advanced, Insight-Led Journeys & Customer Experience Strategies Which Deliver: Increase Customer Satisfaction By Mastering End-To-End Journeys With Next-Level Digital, The Latest Tech & AI, Exceed Expectations At Every Point Of The Omni-Channel Journey, Inspire A Customer-Centric Culture Which Drives Bottom-Line Impact & Harness The Customer Voice To Prove ROI & Cement The Strategic Impact Of Customer Experience
A One-Day, European, Brand-Led Conference & Networking Event, 12th May 2020, Amsterdam

Please See Below For The Customer Experience Amsterdam Conference - Engaging Journeys, Real Results Programme Outline. For The Full Agenda, Please Click Here >>

08.30 Registration, Coffee & Informal Networking

09.00 GIC Welcome, Interactive Voting Introduction & Morning Chairs’ Opening Remarks

Rachel Whitaker, Savings Platform Lead (Customer), Aviva

 Next-Level Customer Journeys - Double Perspective

09.10 Master Customer Journey Mapping With Sophisticated Strategies & Tangible Outcomes Which Drive Improvements, Engagement & Interaction

09.20 Perspective One

Tom Girling, Head of Regulated Advice, Skipton Building Society

09.40 Perspective Two

Andrew Clayton, Global Head of Customer Experience, E.ON

Digital & AI

10.00 Capitalise On Digital! Exploit New Opportunities, Drive Action & Meet Customers’ Soaring Expectations By Harnessing The Digital Revolution

Deborah Krabbé-Wietzes, Head of Customer Experience & User Experience Commercial Banking, ABN AMRO

 Customer-Centric Cultures - Panel Discussion & Q&A

10.20 Establish A Truly Customer-Centric Culture With Customer-Focussed Teams & Leaders Who Drive Enthusiasm For Customer Experience Throughout The Business 

Laura Heggarty, Global Design Studio Director, HSBC Commercial Banking

Balázs Szabo, Head of Customer Experience & Digital Development, E.ON

Lucy Huggett, Senior Customer Experience Manager, Oxford University Press

Julia Murphy, Head of Customer Experience Strategy, Sky

Charlotte Buckley, CX Manager, Musgrave

10.50 Morning Refreshment Break With Informal Networking

 Measurable VOC

11.20 Prove Real Value By Measuring The Customer Voice & Action Customer Insights With The Right Tools & Metrics To Drive Next-Level KPIs 

Svitlana Tanasiychuk, Customer Experience Transformation Manager, Anheuser-Busch InBev

11.40 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email

 Prove Impact, Drive Value

12.30 Demonstrate The Commercial Value & Cement The Strategic Impact Of Customer Experience

Terri McCarthy, Head of Customer Experience, Insights & Analytics, Allianz

12.50 Lunch For Delegates, Speakers & Partners

13.20 Informal Peer-To-Peer Discussions

A) Agile
Victor Chiesa Reuter, Customer Engagement Director, AkzoNobel

B) Customer Loyalty
Mark Tofte, Customer Experience Manager, Santander Consumer Bank

C) CX Vs. UX

D) Design Principles

E) Loyalty

13.50 Afternoon Chairs’ Opening Remarks

Andrew Clayton, Global Head of Customer Experience, E.ON

 Customer Expectations - Panel Discussion & Q&A

14.00 Proactive, High-Impact Approaches To Keep Up With The Changing Needs & Expectations Of Customers By Actioning Insights To Deliver Exceptional Experiences Every Time

Victor Chiesa Reuter, Service Excellence Director, AkzoNobel

Mark Tofte, Customer Experience Manager, Santander Consumer Bank

Michelle Mann, Customer Experience Development Manager, ASOS Customer Care

Mary MacPherson, Design Lead, Insurance & Wealth Transformation, Lloyds Banking Group

Julia Murphy, Head of Customer Experience Strategy, Sky

 Data & Insight

14.30 Pragmatic, Proactive Strategies To Deliver Exceptional Customer Experiences By Expertly Harnessing Data & Actioning Valuable Insights Which Drive Business Improvements

Malene Eriksen Vestergaard, Head of Commercial Innovation & Customer Development, Danish Crown Foods

14.50 Bonus Session; Reserved For Exclusive Conference Partner. For more information on how to get involved, please call +44 (0)20 3479 2299 or email

 Data & Insight

15.20 Exploit New, Cutting-Edge Tools, Technologies & Strategies To Meet & Exceed Business Objectives & Enhance Your Customers’ Experiences

Carina Ahlberg, Head of Customer Experience (CX), Volkswagen Group Sverige AB

Danilo Pagano, Vice President Digital & Customer Engagement, Lundbeck

15.50 Afternoon Refreshment Break With Informal Networking


16.20 Drive An Insight-Led, Omnichannel Strategy Which Is Guaranteed To Reach Your Target Customers & Delivers Results At Every Touchpoint

Valentina Bella, Customer Experience Director, Virgin Active Italy


16.40 Stay Ahead Of The Game! With Expectations Ever-Rising, Keep Up & Future-Proof Your Strategies To Drive Real Results Every Time

Danilo Pagano, Vice President Digital & Customer Engagement, Lundbeck

17.00 Chairs’ Closing Remarks & Official Close Of Conference

Andrew Clayton, Global Head of Customer Experience, E.ON

Actionable Customer Insights & High-Impact, Proven Technologies For Stand-Out Customer Experience Strategies & Journeys Which Deliver Real Results In Financial Services: Integrate The Latest Tech Advances & Measurement Techniques, Embed Customer-Centricity, Innovate Customer Journey Strategies & Fuel Customer Engagement Through Actionable Data & Behaviour-Led Insights To Skyrocket Customer Experience Whilst Maintaining The Human Touch & Cementing The Strategic Role Of CX. A One-Day Conference & Networking Event, 24th June 2020. 

Next-Level, Customer-Centric Contact Centres: Harness Tech & Empower Agents To Deliver Seamless, Multi-Channel Customer Journeys & Experiences. Deliver Outstanding Customer Experiences & Customer Journeys Through Savvy Tech Implementation Whilst Retaining The Human Touch & Empowering Resilient, Engaged Agents Who Represent The Customer, Add Value & Drive Continuous Improvement In The Organisation

A One-Day, Brand-Led Conference & Networking Event, 1st July 2020, Grand Connaught Rooms, Central London. Coronavirus Update >>