Discover the power and ROI of making business more human

Practical advice. Inspirational experiences. Real-world innovation.

Join over 150 experience leaders from across the region in one of Stockholm’s most beautiful settings. There’ll be sessions to inspire you; to help you ignite your customer and employee experiences programs; and to show how you implement your plans successfully.

• Hear from some of Europe’s biggest brands on how they’re doubling down on experience management to achieve business objectives


• Discover how (and why) businesses need to act more human in the face of intense global challenges


• See the latest tech innovations helping brands deliver personalised employee and customer experience, at scale


• Learn about what’s driving better frontline experiences with data from our latest groundbreaking study


• Connect with peers facing the same challenges as you and coming up with truly innovative solutions


• Get expert advice from AKT Group one of our partners in the region and foremost in accelerating XM programs

Agenda:

09.00 – 10.00 | Registration & Breakfast

10.00 – 11.45 | Main Stage Keynotes

+ BILL MCMURRAY, QUALTRICS: Join our Chief Revenue Officer to explore the power of human connection, and how the world’s most successful companies are winning on experience. We’ll showcase how brands rethink their customer frontlines to create better, more personalised omnichannel experiences, and why empathy remains key to driving retention and engagement in your workforce.

+ Carmen Wrona, Electrolux

+ Sabina Carlheim-Gyllenskiold, QUALTRICS: Get a first look at some of our newest innovations and how they deliver value to your business. From conversational analytics to the ability to orchestrate seamless customer journey; tools to help managers be the best they can be, to giving everyone in your organisation access to the customer insights that will drive you forward.

+ Anna Fall, Intrum

+ JAMES SCUTT, XM INSTITUTE: To thrive in today’s environment, you need build both agility and empathy. Join James to learn how you can tap into Experience Management to build resilience and outpace your competitors during fast-changing times.

+ More speakers to be announced

11.45 – 12.45 | Lunch

12.45 – 14.30 | Main Stage Keynotes

+ SIMON DALY, QUALTRICS: Get a first-look at our global research into frontline employee experience, and what’s driving retention and engagement today. With 38% of frontline employees saying they’re stressed at work at least half of the time, the pressure’s on employers to create better, more sustainable ways of working to continue succeeding into the future.

+ Jessica Håkansson, Telenor

+ ABDUL DEZKAM & JOOST HOUTMAN, QUALTRICS: Explore the connections between employee and customer experience, and see how you improve both in tandem. With data from our recent groundbreaking study of 60,000 people globally, this is how you break down silos in your organisation and get everyone moving in the same direction.

+ More speakers to be announced

14.30 – 15.30 | Networking Reception

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