We are delighted to present the inaugural Qualtrics Converge Europe. This event will bring together leading European brands and the brightest minds in marketing, research, customer experience and employee engagement.

Join us and 500 of your peers for learning, knowledge-sharing and fun. Spaces are limited.

REGISTER NOW!

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Speakers

Mainstage speakers and breakout sessions, featuring innovators and thought leaders like Linda Moir, who applied her principle of "magic touches" to Virgin Atlantic and the organisation of 15,000 games makers at the London 2012 Olympics.

Our stages will showcase innovative brands including Adidas, Allianz, Belron, Bord Gáis Energy and Three Ireland.

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The Fun Extras

We are thrilled to introduce street magic star Troy. He is winning fans and amazing people worldwide with his combination of close-hand skills, superior illusions and original set ups.

Prepare to be left speechless at his private gig for attendees of Converge.

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Ask the Experts

Free consulting sessions: You have questions? We have experts! At the event, you have access to the best in the business - from Digital Experience to Questionnaire Design Theory, we have you covered.

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Certification

On April 25 we are delighted to offer Qualtrics Certification. Sharpen your skills and learn to design and execute winning insight programs.

Find out More

Speakers


Ryan Smith
CEO // Qualtrics


Linda Moir
London 2012 Olympics


Ed Thompson
VP Distinguished Analyst // Gartner


Dr. Peter Lovatt
Dance Psychologist


Justin Conry
Head of Transformation // Three Ireland


Stefan Hierl
Director People Analytics // Adidas


Yuval Dvir
Head of EMEA Online Partnerships // Google


Allison Windon
Global Director of Customer Experience // Allianz Global Corporate & Specialty (AGCS)


James Tarbit
Head of Employee Insights // HSBC


Bryce Winkelman
Global Head of Digital // Qualtrics


Aisling McCarthy
Head of Customer Experience & Operations Improvement // Bord Gáis Energy


Lando Daemmer
Operational & Strategic Research Manager //
Health Focus GmbH


Jamie Carter
Digital & Innovative Technology Service Delivery Lead // Belron


Ville Roisko
Head of Business & Client Analytics // Deutsche Bank AG


Laura Monari
Customer Experience Manager // Tetra Pak


Mario Callegaro
Senior Survey Research Scientist // Google


David Kassim
Research Consultant // Health Focus GmbH


James Stubbs
Professor of Appetite and Energy Balance // University of Leeds


Christophe Dhaisne
Customer Champion // Kindred Group


Dave Vannette
Principal Research Scientist // Qualtrics


Sarah Marrs
Employee Insights Expert // Qualtrics


Check back for regular updates to our agenda

AGENDA

9:00AM - 10:30AM

Registration & Breakfast

// Networking // Ask the Experts

10:30AM - 11:00AM + Details

Welcome and keynote speech

Ryan Smith, Qualtrics Co-founder and CEO

Close the Experience Gap

There are massive gaps in every organisation: product gaps, customer gaps, employee gaps, and even brand gaps. These gaps lurk between what we think is going on, and what’s actually happening. Ryan Smith, CEO and co-founder of Qualtrics, shows how businesses have been trying for years to close the gaps, but with the wrong kind of data. Companies that are truly closing the experience gap understand that operational data is not enough. They're using experience data. Employees, customers, and prospects are the ultimate providers of value to your company, so learn how experience data gives them a voice. And then use their voices to keep you two steps ahead of your competition.

11:00AM - 11:25AM

Experience Management in Action

Webb Stevens, VP of Product and Corporate Strategy

11:25AM - 11:40AM + Details

Five Tips for a Successful Experience Management Program

Allison Windon & Michael Maicher, Allianz Global Corporate & Specialty (AGCS)

Satisfied companies are driven by satisfied individuals, and NPS is an essential growth driver in the bare-knuckle world of insurance. But at Allianz Global Corporate & Specialty — which insures some of the world's leading companies — customer centricity is just the start. From leadership buy-in to a commitment to stay the distance, Michael Maicher and Allison Windon share the five principles that drive customer experience success at Allianz and how that CX commitment also reinforces essential product and employee experiences.

11:40AM - 12:00PM + Details

A CX Leader’s Roadmap to Customer Experience Excellence

Ed Thompson, Gartner


Customer experience management continues its meteoric rise in executive priorities, but something interesting is happening along the way: Leaders are finding that good CX is driven by a variety of project types. Good CX requires measurement of not only customer satisfaction and loyalty but also employee engagement, core product and service quality, and brand reputation. Gartner Vice President and Distinguished Analyst Ed Thompson shows the governance and metrics that mark a robust CX program can drive results across the company.

12:00PM - 1:00PM

Lunch

1:00PM - 3:00PM + Details

Breakout sessions


Join us in our breakout sessions for a deep dive into brand, employee, customer and research experience. Hosted by Qualtrics experts, this is your chance to hear from leaders in the field, pick up some tips and join in the discussion.

There are 4 breakout sessions to choose from:

  • Customer Experience
  • Employee Experience
  • Brand Experience in a Digital Economy
  • Research Core

3:00PM - 3:30PM

Coffee Break

// Ask the Experts

3:30PM - 3:50PM + Details

Happiness and the Rhythm of Life

Dr. Peter Lovatt, Dance Psychologist | University of Hertfordshire

How do you experience happiness? Why are some people better at being happy than others and why does feeling happy feel so good? Research shows that whatever makes you happy—whether it's singing, dancing, making love or playing games—is doing more than simply putting a smile on your face. University of Hertfordshire lecturer, dance psychologist, and TED Talk regular Dr. Peter Lovatt shows that changes in the way we experience positive moods actually influence our hormones and our overall health. Positive emotions are even associated with greater longevity and reduced morbidity. Be ready to experience some happiness … and be ready to dance.

3:50PM - 4:20PM + Details

Beyond the Survey: Human Feedback at adidas

Stefan Hierl, adidas

When the CEO isn’t a big fan of traditional engagement surveys, you know you need to prioritise human listening over email blasting. Join Stefan Hierl, Director of People Analytics at adidas, as he shows how one of the world’s largest consumer brands is driving better employee experience with a page from its customer experience playbook. Learn how adidas is doing away with tired mass emails and forms by setting up short pulse check-ins, triggered feedback based on the employee journeys, and smart analysis of open-text feedback. In other words, adidas is listening and responding to employees as part of a more human conversation.

4:20PM - 4:40PM + Details

Lost in Translation? Learn to Speak the Right CX Language

Justin Conry, Three Ireland

Are you speaking the right CX language? Justin Conry, Head of Transformation at Three Ireland, argues that too many CX change initiatives try to teach their companies a brand new language rather than learning to speak the existing one. Case in point: Three Ireland is a finance driven-organization, and Justin discovered quickly not to speak NPS in a room full of managers that only talk in euros and cents. He shares how he gets organisational CX buy-in simply: by tying results directly to bottom-line drivers like customer churn, add-on sales, and upgrades. Learn tips for discovering which language your company speaks, and then becoming your own CX translator.

4:40PM - 5:00PM + Details

Merging Employee and Customer Experiences

Linda Moir, London 2012 Olympic Games

Do you want to optimize your customers' experiences? Then start with your employees. Leaders can't be everywhere the customers are, so great experiences have to come through the front line. Linda Moir knows from deep experience designing and leading Virgin Atlantic's award winning service. But the real test came when she was charged with engineering a once-in-a-lifetime experience for 9 million spectators at the London Olympic and Paralympic games, Linda Moir instilled in her 15,000 volunteers the difference between customer service and a memorable customer experience. The result: London's games were judged the most memorable ever. Linda details how to embed "hosting actions" across a massive and diverse workforce, and how a employees delivering a genuinely differentiated customer experience can improve bottom-line business performance.

5:00PM - 5:30PM

Live performance from Troy

5:30PM - 8PM + Details

Evening Reception

Wind down at our evening reception – there’s cocktails, a BBQ on the terrace, street magic from Troy and music from Duke.

The Fun Extras

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We are thrilled to introduce street magic star Troy. He is winning fans and amazing people worldwide with his combination of close-hand skills, superior illusions and original set ups and laid-back style. His eponymous E4 show is an international hit and live he leaves audiences speechless. Don't miss his private gig for attendees of Converge.

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Cocktail Hour

Join us at the end of the day, by the Kings Place waterfront for great company, entertainment and eats.



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Qualtrics Lounge

The Lounge is filled with snacks and plush couches designed to help you chill and re-charge throughout the day.


Register Now

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DUKE will be joining us for the evening reception at Converge. They combine live vocals, beat-boxing, harmonies and guitar - mixing original hip-hop, R&B and dance compositions with astounding cover versions.

On tour they have supported Prince, The Feeling, Kanye West, and the late Amy Winehouse.


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