At the intersection of customer experience and technology, break-away brands are selling more product, delivering more value, and eliminating business friction. By knowing sooner what their customers want most, they can deliver it seamlessly and at lower cost. Mike knows how its done and he will reveal the patterns and the tools CEX leaders are using. You can offer world-class, tailored experiences without raising your costs!
Storyminders, President and Customer Experience Designer
There are some companies that customers just adore. Fans describe these brand superstars more like a friend than a product. In this example packed presentation, emotional marketing researcher Graeme Newell shows you how to build an intense customer experience that goes beyond mere product features. Come see how some of the world’s most ingenious companies create breakthrough customer connection in even the most crowded sectors.
602 Communications, Emotional Marketing Researcher
Building on her experience with multiple international brands, Els will lead participants in discussions to answer the questions of measuring customer expectations, enabling employees to improve customer experiences and ways to use employees to improve customer research efforts. The discussion will be based on her new book: “Uit liefde voor de klant, maak al je medewerkers klantbewust”.
Customer Excellence Expert
Enthusiastic customer entrepreneurship starts with you. In group sessions, Martin will introduce a maturity model that describes the four stages to a customer-driven organization. There will also be a large number of tools discussed. Participants will even work creatively with one of the tools. This session is based on the new book: “Customer Enthusiastic Entrepreneurship”.
Chief Customer Officer
Business Value Coach
Frans will share stories of the past, present and future of the Efteling, with particular focus on the evolution of their hospitality approach. The Efteling has placed a particular focus in recent years on guest orientation and the customer experience. Frans will take us on an journey which is both educational and inspiring. Frans will present in Dutch.
Arjen is a strategic advisor to the Shopping2020 programme which is collaborative effort across the retail industries in the Netherlands with a specific focus on ensuring competitive advantage for Dutch retailers in the future. Arjen will also elaborate on his vision of e-commerce and omnichannel opportunities beyond 2020.
Shop Experience Consultancy
Self-taught pioneer, entrepreneur and Total artist has made his own creative playing field through combining pop music, dance, art, fashion design. He founded the famous MTC parties, club Now&Wow and music venue WATT. Like a beachcomber he explores the world in search of innovation and is a forerunner and forecaster when it comes to talent scouting, youth culture and lifestyle. Ted will present in Dutch.
Nederlandse party-goeroe, Now&Wow, WATT, etc
Chris is a co-founder of the CEX in the City events and will be our Master of Ceremony and introduce this year’s theme: reinvention. Chris coaches and leads companies going through transformations with a passionate focus on using information technology and customer experience strategy.
Customer Experience Technologist
Stan’s Amazon Best Seller, “What’s Your Purple Goldfish?”, will be the inspiration for his presentation. It will cover the ingredients of creating signature added value and the 12 different types of little extras such as the importance of first impressions, follow up and how to handle mistakes. You will learn about customer experience and its impact on satisfaction, retention and word of mouth. They will be equipped with both concepts and relevant examples, enabling them to apply the principles to generate referrals from current and future clients.
Chief Measurement Officer
9 INCH Marketing
Samba school competition is one of the most challenging in the world. At the end, the difference between winning or losing is equivalent to a few meters on a whole Formula 1 season. Samba leaders have no formal authority on the 4 to 6 thousand people joining the show. And, it has to be perfect. Samba schools have no place large enough to practice all together. The first time they all gather and deliver jointly is… the moment of the show. Year after year, samba schools deliver superior Customer Experience and we will show you why.
The Enablers Network