The Conference
A one day conference featuring Key Note Speakers from CX Thought Leaders and real world CX case studies from recognisable brands from across Europe.
THE SPEAKERS
Laura Tengerdi
Marketing Director, Budapest Bank
Laura Tengerdi is Head of Marketing Communications and Customer Experience of Budapest Bank. She is a Certified Customer Experience Professional (CCXP). She has over 20 years of experience in brand marketing, and is a big believer of the thought ’Customer First’, that mindset she mastered during the many years she spent as a senior leader in Unilever. Later in GE Capital and Budapest Bank she expanded her belief with putting employees in the forefront too.
Marleen Van Wijk
Managing Director, NeCXus
With 17.5 years of international experience in customer experience, marketing and manager roles, Marleen van Wijk, CCXP, helps companies to build, improve and drive customer strategies.
As managing director of NeCXus, a customer experience management consultancy and training firm, she currently helps companies to better connect to customers by using an integrated approach that is based on years of practical experience.
Gökhan Kara
CCXP, Enerjisa
Gökhan Kara is the first and the only CCXP in Turkey, founder and leads the Customer Experience Professionals Association Istanbul Network, awarded 2018 CXPA Most Innovative CX Day Event and 2019 Best Emerging Network.
Gökhan is Customer Experience Manager at Enerjisa. He is a part time lecturer at MEF University and gives Customer Experience Management course for MBA students. He gives trainings and consultancy to companies for creating better customer experiences.
Oleg Konovalov
Global Thought Leader, VALUEKOD LTD
Oleg Konovalov is a global thought leader, speaker, author, and consultant to Fortune 500. Oleg is on the Thinkers50 Radar, #1 Global Leading Coach (Marshall Goldsmith Thinkers 50 Coaching Awards), and has been recognized as #1 Global Thought Leader on Culture by Thinkers 360 (2019).
Claire Boscq-Scott
Employee & Customer Experience Speaker, Consultant, Trainer
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.
THE PANELISTS
David Savage
Strategist/ Facilitator / Owner, TEoC - The Experience of Customers
David Savage is Owner/ Strategist of TEoC (The Experience of Customers) in the Netherlands. He is a Certified Service Excellence Assessor focused on creating positive, memorable and sustainable customer experiences driven by customer centric cultures throughout Europe and North America.
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.
PANELIST
Ian Golding
Customer Experience Specialist
A certified Lean Six Sigma Master Black Belt, Ian has spent over twenty years in business improvement, working hard to ensure that the businesses he works for are as customer focused as possible. A highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions.
THE EMCEE
Daniel Ord
Contact Centre & CX Specialist
After founding OmniTouch International, Daniel has spent the last 19 years facilitating workshops with Clients around the world to help & inspire people to deliver better Customer experiences.
Because he has mastery in the Contact Centre discipline, the Customer Service discipline and the Customer Experience discipline, he is able to help people at all levels develop their own understanding and expertise.
The Agenda
21 September 2020
Budapest, Hungary
The Conference
- 09:00 – Registration & Networking Breakfast
- 09:45 – Welcome from CEO of ARCET Global, Mark Hamill
- 10:00 – Keynote TBA
- 10:30 – Case Study - Budapest Bank - Laura Tengerdi
- 11:00 – Coffee Break
- 11:30 – Talk by Oleg Konovalov
- 12:00 – Case Study - Post NL - Marleen Van Wijk
- 12:30 – Lunch
- 13:30 – Becoming Truly Customer Centric - Panel Discussion
- 14:15 – Talk by Gökhan Kara
- 14:45 – Coffee Break
- 15:15 – Talk by Claire Boscq-Scott
- 15:45 – Goodbye
22 September 2020
Budapest, Hungary
The Awards Finals
- 08:00 – Registration
- 08:30 – Judge Briefing
- 08:50 – Presentations
- 10:30 – Coffee Break and Networking
- 11:00 – Presentations
- 13:10 – Lunch
- 14:00 – Presentations
- 16:45 – End of Day
22 September 2020
Budapest, Hungary
The Awards Ceremony
- 19:00 – Drinks Reception
- 19:30 – Doors Open
- 19:45 – Ceremony Begins
- 22:00 – Ceremony Ends Latest