September 21, 2020

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.

How did Budapest Bank spread the CX vibe within such a big organisation in the past 5 years?

Jef Teugels

CEO of MarketCulture Europe
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.

Why consistent cross-functional collaboration wins

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.

Happy Employees = happy customers = happy bottom line

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.

The importance of humanity when technology is our common ground.

The Panelists

Topic - How to launch an integrated CX Management Framework

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.

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.

Stefan Osthaus

CEO, 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.

Beatrix Kapitany

Global Carrier Head of Customer Experience & Transformation, Deutsche Telekom
Beatrix Kapitány is Head of Customer Experience, Transformation and Business Steering at Deutsche Telekom Global Carrier. With over 20 years of business experience, she has a proven track record with successful large-scale system integration and customer experience projects as well as strategic transformation initiatives. Today, she is putting her experience in these areas to use as a member of the organization’s leadership team. In addition to working on an extensive automation and digitization program, she is involved in developing plans for Big Data utilization as well as other forecasting and analysis activities.

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.

Agenda

  • 08:30 CET - Welcome!
    Opening Remarks from Mark Hamill, CEO of ARCET Global
  • 08:40 CET - Wish You Were Here
    A message from Budapest Bank
  • 08:50 CET - The Butterfly Effect - Budapest Bank Case Study
    How did Budapest Bank spread the CX vibe within such a big organisation in the past 5 years?
  • 09:05 CET - Q&A - The Butterfly Effect
    Live Question & Answer with Laura Tengerdi of Budapest Bank
  • 09:35 CET - Networking Break
    Take this time to network or watch some of the On Demand Content
  • 10:00 CET - Valued Employees Drive Customer Loyalty
    Happy Employees = happy customers = happy bottom line
  • 10:30 CET - Q&A - Valued Employees Drive Customer Loyalty
    Live Question & Answer with Claire Boscq-Scott
  • 11:00 CET - Networking Break
    Take this time to network or watch some of the On Demand Content
  • 11:30 CET - Customer Centricity in a Virtual World
    The importance of humanity when technology is our common ground.
  • 12:00 CET - Q&A - Customer Centricity in a Virtual World
    Live Question & Answer with David Savage
  • 12:30 CET - Lunch Break
    Have a screen break and grab some lunch!
  • 13:30 CET - TBA - Case Study
    TBA
  • 14:00 CET - Q&A - TBA
    TBA
  • 14:30 CET - Networking Break
    Take this time to network or watch some of the On Demand Content
  • 15:00 CET - Customer or Touchpoint Culture?
    Why consistent cross-functional collaboration wins
  • 15:30 CET - Q&A - Customer or Touchpoint Culture
    Live Question & Answer with Jef Teugels
  • 16:00 CET - Networking Break
    Take this time to network or watch some of the On Demand Content
  • 16:30 CET - How to launch an integrated CX Management Framework
    Live Panel Discussion
  • 17:30 CET - Closing Remarks
    Closing Remarks from Mark Hamill, CEO of ARCET Global

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