European Customer Centricity Awards

The Speakers

Craig Lee

Strategy & Transformation Director at Customer Experience Group
Customer experience strategist and business transformation advisor; Advisory Board member and international keynote speaker. Supporting executive teams of Fortune 500 companies and SME’s to design and drive significant customer experience programmes with impact. Craig has worked on customer-centred change in the financial services, telecoms, luxury retail, technology, education, hospitality, healthcare and travel sectors. Craig is Strategy & Transformation Director at Customer Experience Group. He has co-founded and supported CX start-ups, and held the position of Customer Experience and Brand at Emirates. He is based in Dubai and consults internationally.

Stefan Osthaus

CEO at Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

James Scutt

Head of Customer Experience Strategy and Deployment at Post Office Ltd
As CX Leader of the Year 2020, James is recognised as one of the UK's leading Experience Management experts. James is a Customer Experience strategist and Business Transformation expert with a unique value add proposition across Sales, Operations, IT/CRM/Digital, Strategy and governance. A Non-executive Director, Chair and keynote speaker, James is Head of Customer Experience Strategy & Deployment at the UK Post Office where he directs the nationwide CX transformation programme. James is the founder of CustomerXM.org and CXaccredited.com

Diane Magers

CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25years of building and growing Customer and Employee focus. She is currently interim CEO for the Customer Experience Professionals Association. Most recently at AT&T, she led Customer Experience strategy by transforming customer and associate engagement.

The Panelists

Tired customers: Too much communication, too much information

Too much communication, too much information, too many features customers are not using. Customers are overwhelmed with complicated products, data, offers, calls, surveys. Do they really want to hear from us for every little update, every new offer, every change of conditions? Or do they want us to be as invisible as possible. Does ease and speed replace loyalty and advocacy?

Matthieu Bonelli

Customer Experience Specialist, CX Mania
Matthieu is a passionate Customer Experience Specialist helping large European companies becoming more customer centric. Thanks to a strong focus in retail e-commerce, his coaching allows organisations to become autonomous in delivering best-in-class customer experiences to drive profit.

Claire Boscq Scott

Mystery Shopping and Customer Service Global Guru
Claire is on a mission to inspire businesses to thrive by bringing more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences. No 5 Top 30 Global Customer Service Guru and UK Top 10 CX Influencer, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist and Sensory Queen, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & Trainer.

Jef Teugels

CEO of Reins Group
In his pursuit to help companies drive frontline growth, Jef Teugels, CCXP, works on actionable insights gained from the force fields where customer behavior, organizational readiness, and exponential technologies meet. The outcome of what Jef co-creates with his clients must lead to differentiation on the market while offering hyper-relevancy to his clients’ customers. Currently, he was head of digital commerce at BDO Digital. He is an advisory board member at CDP Institute, an accredited partner of MarketCulture Strategies, and guest lecturer customer relations and organizational behavior at Thomas More University College.

Olga Guseva

Managing Partner, Integria Consult
One of the leading CX strategy experts and advisors based in Russia. Co-author of 2 Amazon bestsellers, CXPA Russia network lead, CХ leadership and development coach, certified customer-centric corporate culture measurement and transformation specialist, MBA, Ph. D., CCXP, international keynote speaker and СХ blogger. Proud mom, thankful daughter and loving wife.

Agenda

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