European Customer Centricity Awards

The Speakers

Maxie Schmidt

Vice President, Principal Analyst, Forrester
Dr. Maxie Schmidt leads Forrester’s research on CX Measurement and on Value for Customer. She helps CX leaders in B2C and B2B organizations to focus executives and stakeholders on customers, to measure CX performance, and to prove the ROI of CX.

Samantha Richardson

Snr Visioneering Consultant, Twilio Inc.
Sam has been helping some of the world's most recognisable brands put customers at the front and centre of their organisations for over 20 years, through human centred experience strategy and design. At Twilio she leads global companies to digitally transform through combining the latest technology with customer centricity.

Rosaria Cirillo Louwman

Founder, Wow Now Customer Experience
Rosaria is TEDx Speaker, CX Advisor, CCXP & CXPA Authorized Resource Trainer, and co-founder of CXPA Dutch chapter. After 12+ years in various roles across sales, customer service, business improvement, e-commerce and customer experience for leading companies like Forrester, Stream, Adobe, and Philips, in 2013 she founded Wow Now to inspire and empower companies to choose, design, and deliver WOW life-enriching experiences that contribute to everyone’s HAPPINESS! Rosaria is the author of Yellow Goldfish. Originally Italian she lives in The Netherlands with her husband and two boys.

The Panelists

CX in times of Crisis - how to stay on course if everything else is upside down

Live Panel Discussion brought to you by Customer Institute

Elly Domene

Global Vice President of Customer Success, Mangata Networks
Elly Domene has over 20 years of experience in the satellite industry and is a globally recognized leader in B2B customer experience management. She’s an expert at designing and implementing integrated feedback systems that fuel Sales, Marketing, HR, Product, Engineering and executive teams with macro and micro trends and insights needed to continually optimize the customer experience. Currently she is heading up Global Customer Success for Mangata Networks – a start-up company in the space industry that is transforming the way the world interacts with information through a superior global proprietary network of satellites and terrestrial systems.

Andrea Saitta

Group Customer Experience Director, Air Liquide
Currently heading the Global Customer Experience Management at Air Liquide. Seasoned Director with nearly 20 years’ experience in the chemical, manufacturing and healthcare sectors. Extensive experience in sales, strategic planning, reorganizations, leadership in local, regional and global functions. Currently also a member of the ‘CX Council’ and Director at ‘The Customer Institute'. A Managing director and Board Member, with international experience passionate about people and business.

Stefan Kolle

Partner & Founder, Future Lab
Stefan is Co-founder and CEO of the CX Strategy and VOC boutique Futurelab since 17 years. With his team he drives customer strategy development, CX and CC implementation programmes, all built around solid VOC basics. He has worked with companies like Toyota, Vodafone, Lexus, Shell and Deutsche Bank.

Mamoun Alamouri

Vice President, ujet.cx
Mamoun is the Vice President of ujet.cx for South Europe, MEA & India. 16-year customer experience (CX) industry veteran. Prior to ujet.cx Mamoun worked in Cisco as the leader for Customer Experience Management solutions covering Europe & MEA, prior to that was the director for customer engagement solutions @ Avaya. His Entire Career Mamoun’s work in CX domain with wealth of knowledge about how to best leverage technology to help organizations transform their customer experiences and contact centers. Mamoun focuses on building the the right partners in each region to bring ujet.cx differentiated technology to each market to help businesses realize their CX goals through technology like: CCaaS, AI, Analytics and help them transform the way they engage with their customers

The Moderator

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.

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.

Agenda

(Times in CET)