THE ANNUAL GATHERING OF
EXPERIENCE MANAGEMENT LEADERS

Discover how the world’s most iconic brands create breakthrough experiences by uncovering unique and actionable insights.

More big-name speakers
More expert masterclasses
More industry leaders
More entertainment

We’re back for another year.
And we’re going big for 2019.

Build your network and connect with your peers in a way you’ve never before experienced.

You asked us for more X4, and in 2019 we’re delivering. X4 is hitting the road. You’ll get speakers from some of the world’s biggest brands, a chance to network with other XM pioneers and join expert-led masterclasses to hone your skills.

LOCATIONS

Madrid Milan Paris Amsterdam London Munich Stockholm

LONDON 17 APRIL

MILAN MAY

MUNICH 15 MAY

STOCKHOLM 28 MAY

AMSTERDAM JUNE

MADRID JUNE

PARIS JUNE

Click on a city to find out more

LONDON 17 APRIL

MILAN MAY

MUNICH 15 MAY

STOCKHOLM 28 MAY

AMSTERDAM JUNE

MADRID JUNE

PARIS JUNE

Click on a city to find out more

Munich

JOCHEN SCHWEIZER ARENA // 15 MAY 2019

Hear how some of Germany’s biggest brands create breakthrough experiences, all in one of Munich’s most original venues. You’ll be blown away by the big-name speakers...as well as our vertical wind tunnel. We hosted adidas and Deutsche Bank at an event in 2018, but in 2019 we’re - literally - taking things to another level.

Presentations will be in German or English

SEE MORE INFORMATION
REGISTER NOW

London

INTERCONTINENTAL AT THE O2 // 17 APRIL 2019

The original X4 in Europe - and in 2019, we’re going bigger than ever. Learn from world-famous brands like Google, Unilever and Allianz, and join masterclasses led by our in-house experts. Plus, hear incredible tales of adventure from our keynote Sir Ranulph Fiennes.

SEE MORE INFORMATION
REGISTER NOW

Paris

VENUE TBC // JUNE 2019

Learn from some of France’s biggest brands about how you can create breakthrough experiences. Plus join inspiring masterclasses with industry pioneers and like-minded XM professionals. At our last event in Paris we hosted Air France-KLM - and the great feedback you gave us means we’re going even bigger and better for 2019.

Presentations will be in French or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Stockholm

GRAND HOTEL // 28 MAY

Get the inside story on how some of the most famous brands in Sweden created breakthrough experiences. In 2019, we’re bringing X4 to Stockholm for the very first time. Expect huge global brands, industry leaders and expert-led masterclasses, plus the chance to network with other experience pioneers. In past events in Sweden, we’ve hosted BMW and Grundfos.

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Amsterdam

VENUE TBC // JUNE 2019

Be inspired to create ‘wow’ moments for your customers and employees, with stories from some of the biggest brands in the Netherlands and XM industry leaders. When we were in Rotterdam in 2018 with KLM and VodafoneZiggo, we received incredible feedback - and demands for even more X4. In 2019, we’ll be doing just that.

Presentations will be in Dutch or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Milan

VENUE TBC // MAY 2019

Transform your organisation with experience management, as we host some of Italy’s biggest brands during our first visit to Milan. Plus, learn from the experts during in-depth masterclasses, and network with like-minded experience leaders. We can’t wait to explore the future of experience management in Italy’s city of the future.

Presentations will be in Italian or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Madrid

VENUE TBC // JUNE 2019

Discover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. We’re bringing the X4 show to Spain for a first-of-its-kind event in the country. Over 15,000 people around the world attend X4 events - and now, because of popular demand, the big show is coming to Madrid.

Presentations will be in Spanish or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Munich

JOCHEN SCHWEIZER ARENA // 15 MAY 2019

Hear how some of Germany’s biggest brands create breakthrough experiences, all in one of Munich’s most original venues. You’ll be blown away by the big-name speakers...as well as our vertical wind tunnel. We hosted adidas and Deutsche Bank at an event in 2018, but in 2019 we’re - literally - taking things to another level.

Presentations will be in German or English

SEE MORE INFORMATION
REGISTER NOW

London

INTERCONTINENTAL AT THE O2 // 17 APRIL 2019

The original X4 in Europe - and in 2019, we’re going bigger than ever. Learn from world-famous brands like Google, Unilever and Allianz, and join masterclasses led by our in-house experts. Plus, hear incredible tales of adventure from our keynote Sir Ranulph Fiennes.

SEE MORE INFORMATION
REGISTER NOW

Paris

VENUE TBC // JUNE 2019

Learn from some of France’s biggest brands about how you can create breakthrough experiences. Plus join inspiring masterclasses with industry pioneers and like-minded XM professionals. At our last event in Paris we hosted Air France-KLM - and the great feedback you gave us means we’re going even bigger and better for 2019.

Presentations will be in French or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Stockholm

GRAND HOTEL // 28 MAY

Get the inside story on how some of the most famous brands in Sweden created breakthrough experiences. In 2019, we’re bringing X4 to Stockholm for the very first time. Expect huge global brands, industry leaders and expert-led masterclasses, plus the chance to network with other experience pioneers. In past events in Sweden, we’ve hosted BMW and Grundfos.

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Amsterdam

VENUE TBC // JUNE 2019

Be inspired to create ‘wow’ moments for your customers and employees, with stories from some of the biggest brands in the Netherlands and XM industry leaders. When we were in Rotterdam in 2018 with KLM and VodafoneZiggo, we received incredible feedback - and demands for even more X4. In 2019, we’ll be doing just that.

Presentations will be in Dutch or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Milan

VENUE TBC // MAY 2019

Transform your organisation with experience management, as we host some of Italy’s biggest brands during our first visit to Milan. Plus, learn from the experts during in-depth masterclasses, and network with like-minded experience leaders. We can’t wait to explore the future of experience management in Italy’s city of the future.

Presentations will be in Italian or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

Madrid

VENUE TBC // JUNE 2019

Discover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. We’re bringing the X4 show to Spain for a first-of-its-kind event in the country. Over 15,000 people around the world attend X4 events - and now, because of popular demand, the big show is coming to Madrid.

Presentations will be in Spanish or English

SEE MORE INFORMATION
REGISTER YOUR INTEREST

LONDON SPEAKERS

Sir Ranulph
Fiennes

Explorer //

Ryan
Smith

CEO and co-founder //
Qualtrics

Julie Larson
Green

Chief Experience Officer //
Qualtrics

Stan
Sthanunathan

EVP, Consumer Insights //
Unilever

Felicity
Holdgate

Global Director of Customer Experience //
Allianz

Bruce
Temkin

Head of the XM Institute //
Qualtrics

Kristin
Arnold

UX Research Director //
Google

Nan
Russell

XM Scientist //
Qualtrics

Alexandra
White

Data Manager //
London Business School

Abdul
Dezkam

Commercial Excellence & Insights //
Grundfos

Simon
Daly

Head of Engagement //
Three

Justin
Conry

Head of Transformation //
Three Ireland

James
Scutt

Director of CX //
Post Office

Sebastian
McClintock

Director, Customer Experience //
Delivery Hero

Professor Jen
Shang Sargeant

Professor of Marketing //
The Philanthropy Centre

Kate
Clarke

Head of Insight //
News UK

Leonie
Brown

XM Scientist //
Qualtrics

Sarah
Marrs

XM Scientist //
Qualtrics

Sally
Winston

XM Scientist //
Qualtrics

Carol
Haney

XM Scientist //
Qualtrics

LONDON EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

world-class
entertainment

Enjoy the award-winning Showstoppers, an improv troupe that'll create a brand new musical using your suggestions.

LONDON AGENDA

WEDNESDAY

8:30AM
Registration Open / Networking Breakfast
10:00AM - 12:00PM
Keynotes
12:00PM - 1:00PM
Networking Lunch
1:00PM - 3:00PM
Breakout Sessions
Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
1:00PM - 1:20PM

Nan Russell, XM Scientist // Qualtrics

CEPBR

Myths, mistakes and misconceptions in CX today

1:00PM - 1:50PM

Leonie Brown, XM Scientist // Qualtrics

CEPBR

CX masterclass: customer journey mapping

1:00PM - 1:50PM

Carol Haney, XM Scientist // Qualtrics

CEPBR

CX masterclass: behavioural economics

1:00PM - 1:20PM

Mark O'Mailley, Customer Experience Strategy Manager // ScotRail

CEPBR

Building a modern, customer-centric railway service

1:10PM - 1:30PM

Alexandra White, Data Manager // London Business School

CEPBR

One survey to rule them all: Small details for the big picture

1:30PM - 1:50PM

Stan Sthanunathan, Executive Vice President CMI // Unilever

CEPBR

From 'What?' to 'So What?' to 'Now What?': Turning insights into action

Too many brands are insight rich and action poor. Unilever shows you practical ways to turn insights into action by going from "What?" to "So What?" To "Now What?

1:30PM - 1:50PM

James Scutt, Director of CX // Post Office

CEPBR

From parcels to mortgages: How the Post Office is transforming its CX, everywhere

1:30PM - 1:50PM

Sebastian McClintock, Director Customer Experience // Delivery Hero

CEPBR

From zero to hero: How Delivery Hero creates an amazing takeaway experience

1:30PM - 1:50PM

Darren Henry, Head of Insight & MI // Atos

CEPBR

It’s time to move away from just looking at customer feedback

Many companies talk about ‘big data’ and what they can do with it. But Atos’ viewpoint is that, while significant advances have been made in end-user experiences, experience management analytics have lagged behind in terms of joining data sets together. Darren will take you through Atos' experiences of knitting behavioural, channel and feedback data together, so that stakeholders can make informed data-led decisions that improve customer experience and operational efficiency.

1:30PM - 1:50PM

Aaron Suppel, Senior Product Owner // American Express

CEPBR

The 3 pillars of transformation

1:30PM - 1:50PM

Simon Daly, Head of Engagement // Three UK

CEPBR

Simon Daly, Head of Engagement // Three UK

2:10PM - 2:30PM

Kristin Arnold, UX Research Director // Google

CEPBR

Turning mundane tasks into breakthrough product experiences

Google’s products are designed to be smart and personal by leveraging Google’s vast investment in AI. Learn about the research, stories, and outcomes that have helped G-Suite evolve to become a massively personal and scalable product experience. Within G Suite, our goal is to elevate human accomplishment, so we focus on how we can use AI in a way that is both personal, and helps people accomplish their most important tasks more quickly and easily.

2:10PM - 2:30PM

Ximo Soler, SVP, Global Digital Strategy and Innovation // Randstad

CEPBR

Ximo Soler, SVP, Global Digital Strategy and Innovation // Randstad

2:10PM - 2:30PM

Kate Clarke, Head of Insight // News UK

CEPBR

Binary | Feelings: How News UK combines survey and behavioural data

2:10PM - 2:30PM

Felicity Holdgate, Global Director of Customer Experience // Allianz

CEPBR

B2B CX principles: How to gather feedback, analyse results and close the loop

2:10PM - 2:55PM

Bruce Temkin, Head of XM Institute // Qualtrics

CEPBR

The path to mastering XM across your enterprise

2:35PM - 2:55PM

Justin Conry, Head of Transformation // Three Ireland

CEPBR

‘Let me get a human for you’ - customer service in the age of AI

2:35PM - 2:55PM

Sidonie Kingsmill, Customer Director // HM Courts & Tribunals Service

CEPBR

Transforming the court experience: How HMCTS is making justice feel more human

2:35PM - 2:55PM

Abdul Dezkam, Commercial Excellence & Insights // Grundfos

CEPBR

Measuring customer experience across the customer journey

2:35PM - 2:50PM

Professor Jen Shang Sargeant, The Philanthropy Centre //

CEPBR

Saying thank you properly: The key to boosting donor engagement

3:00PM - 3:30PM
Networking Break
3:30PM - 5:30PM
Keynotes
5:30PM - 8:30PM
Evening Reception

LONDON FAQS

PARIS SPEAKERS

Presentations will be in French or English

Speaker annoucements coming soon!

PARIS EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

PARIS AGENDA

Confirmed date in June coming soon!

9:00AM
Registration Open / Networking Breakfast
10:00AM
Keynote Presentations
12:00PM
Networking Lunch
1:00PM - 3:00PM
Breakout Sessions
3:00PM
Networking Break
3:30PM
Keynote Presentations
5:30PM
Drinks Reception

PARIS FAQS

MUNICH SPEAKERS

Presentations will be in German or English

Speaker annoucements coming soon!

MUNICH EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

MUNICH AGENDA

15 May 2019

9:00AM
Registration Open / Networking Breakfast
10:00AM
Keynote Presentations
12:00PM
Networking Lunch
1:00PM - 3:00PM
Breakout Sessions
3:00PM - 3:30PM
Networking Break
3:30PM
Keynote Presentations
5:30PM
Drinks Reception

MUNICH FAQS

MILAN SPEAKERS

Presentations will be in Italian or English

Speaker annoucements coming soon!

MILAN EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

MILAN AGENDA

Confirmed date in May coming soon!

8:30AM
Registration Open / Networking Breakfast
9:30AM
Keynote Presentations
11:00AM
Break
11:30AM
Keynote Presentations
1:00PM
Networking Lunch

MILAN FAQS

MADRID SPEAKERS

Presentations will be in Spanish or English

Speaker annoucements coming soon!

MADRID EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

MADRID AGENDA

Confirmed date in May coming soon!

8:30AM
Registration Open / Networking Breakfast
9:30AM
Keynote Presentations
11:00AM
Break
11:30AM
Keynote Presentations
1:00PM
Networking Lunch

MADRID FAQS

AMSTERDAM SPEAKERS

Presentations will be in Dutch or English

Speaker annoucements coming soon!

AMSTERDAM EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

AMSTERDAM AGENDA

Confirmed date in June coming soon!

8:30AM
Registration Open / Networking Breakfast
9:30AM
Keynote Presentations
11:00AM
Break
11:30AM
Keynote Presentations
1:00PM
Networking Lunch
2:00PM
Keynote Presentations
3:30PM
Day closes

AMSTERDAM FAQS

STOCKHOLM SPEAKERS

Speaker annoucements coming soon!

STOCKHOLM EVENTS & NETWORKING

mainstage
speakers

Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breaththrough experiences.

networking,
naturally

Mix and mingle with industry game-changers and like-minded experience leaders.

STOCKHOLM AGENDA

28 May 2019

8:30AM
Registration Open / Networking Breakfast
9:30AM
Keynote Presentations
11:00AM
Break
11:30AM
Keynote Presentations
1:00PM
Networking Lunch
2:00PM
Keynote Presentations
3:30PM
Day closes

STOCKHOLM FAQS