THE X4 SHOW HAS ARRIVED IN EUROPE

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

You asked us for more X4, and in 2019 we’re delivering.

X4 is hitting the road and landing in 7 cities around Europe.

Hear from some of the world’s biggest brands and join in-depth sessions led by our XM Scientists.

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

LOCATIONS

Madrid Milan Paris Amsterdam London Munich Stockholm

LONDON 17 APRIL

MILAN 9 MAY

MUNICH 15 MAY

STOCKHOLM 28 MAY

AMSTERDAM 4 JUNE

PARIS 13 JUNE

MADRID 19 JUNE

Click on a city to find out more

LONDON 17 APRIL

MILAN 9 MAY

MUNICH 15 MAY

STOCKHOLM 28 MAY

AMSTERDAM 4 JUNE

PARIS 13 JUNE

MADRID 19 JUNE

Click on a city to find out more

Munich

JOCHEN SCHWEIZER ARENA // 15 MAY 2019

Over 250 experience leaders joined our first-ever X4 in Germany, with speakers from Philip Morris International, E.ON, Delivery Hero and Hugo Boss. Thank you to everyone who made the event such a success, and we can't wait to go again at X4 2020!

SEE MORE INFORMATION

London

INTERCONTINENTAL AT THE O2 // 17 APRIL 2019

We were thrilled to host over 1,700 experience leaders at X4 London. There were presentations from Google, Unilever, American Express, Allianz and Post Office, plus keynotes from Ryan Smith and Adaire Fox-Martin. We’ll be back again in 2020, but for now you can catch up on all of the sessions with videos available online.

WATCH ALL THE PRESENTATIONS

Paris

LES DOCKS DE PARIS //13 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. You gave us great feedback on our last event in Paris, so we’re going bigger and better for 2019.

Presentations will be in French or English

SEE MORE INFORMATION
REGISTER NOW

Stockholm

GRAND HOTEL // 28 MAY 2019

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 first time. Expect global brands, industry leaders and expert-led masterclasses, plus the chance to network with other experience pioneers.

SEE MORE INFORMATION
REGISTER NOW

Amsterdam

COMPAGNIE THEATER // 4 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 leaders. When we were in Rotterdam in 2018, we heard from lots of you that you’d like more X4. In 2019, we’ll be delivering just that.

SEE MORE INFORMATION
REGISTER NOW

Milan

10 WATT // 9 MAY 2019

We were delighted to host nearly 200 experience leaders at our first X4 in Italy. There were presentations from Amplifon, UniCredit and lastminute.com, plus keynotes from Raffaele Falcone and SAP Italy CEO Luisa Arienti. We can't wait to come back in 2020.

Madrid

ESPACIO HARLEY // 19 JUNE 2019

Discover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. Over 15,000 people around the world attend X4s - and now, because of popular demand, we’re bringing the big show to Madrid for a first-of-its-kind event.

Presentations will be in Spanish or English

SEE MORE INFORMATION
REGISTER NOW

Munich

JOCHEN SCHWEIZER ARENA // 15 MAY 2019

Over 250 experience leaders joined our first-ever X4 in Germany, with speakers from Philip Morris International, E.ON, Delivery Hero and Hugo Boss. Thank you to everyone who made the event such a success, and we can't wait to go again at X4 2020!

SEE MORE INFORMATION

London

INTERCONTINENTAL AT THE O2 // 17 APRIL 2019

We were thrilled to host over 1,700 experience leaders at X4 London. There were presentations from Google, Unilever, American Express, Allianz and Post Office, plus keynotes from Ryan Smith and Adaire Fox-Martin. We’ll be back again in 2020, but for now you can catch up on all of the sessions with videos available online.

WATCH ALL THE PRESENTATIONS

Paris

LES DOCKS DE PARIS //13 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. You gave us great feedback on our last event in Paris, so we’re going bigger and better for 2019.

Presentations will be in French or English

SEE MORE INFORMATION
REGISTER NOW

Stockholm

GRAND HOTEL // 28 MAY 2019

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 first time. Expect global brands, industry leaders and expert-led masterclasses, plus the chance to network with other experience pioneers.

SEE MORE INFORMATION
REGISTER NOW

Amsterdam

COMPAGNIE THEATER // 4 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 leaders. When we were in Rotterdam in 2018, we heard from lots of you that you’d like more X4. In 2019, we’ll be delivering just that.

SEE MORE INFORMATION
REGISTER NOW

Milan

10 WATT // 9 MAY 2019

We were delighted to host nearly 200 experience leaders at our first X4 in Italy. There were presentations from Amplifon, UniCredit and lastminute.com, plus keynotes from Raffaele Falcone and SAP Italy CEO Luisa Arienti. We can't wait to come back in 2020.

Madrid

ESPACIO HARLEY // 19 JUNE 2019

Discover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. Over 15,000 people around the world attend X4s - and now, because of popular demand, we’re bringing the big show to Madrid for a first-of-its-kind event.

Presentations will be in Spanish or English

SEE MORE INFORMATION
REGISTER NOW

LONDON PRESENTATIONS

LONDON SPEAKERS

Sir Ranulph
Fiennes

Explorer //

Ryan
Smith

CEO and co-founder //
Qualtrics

Adaire
Fox-Martin

Executive Board Member, Global Customer Operations //
SAP

Julie Larson
Green

Chief Experience Officer //
Qualtrics

Stephen
Bender

Account Manager //
Disney Institute

Stan
Sthanunathan

EVP, Consumer Insights //
Unilever

Felicity
Holdgate

Global Director of Customer Experience //
Allianz

Bruce
Temkin

Head of the XM Institute //
Qualtrics

Laura
Farrelly

Head of Culture & Engagement | HR //
Barclays

Sidonie
Kingsmill

Customer Director //
HM Courts & Tribunals Service

Webb
Stevens

VP of CX //
Qualtrics

Nan
Russell

XM Scientist //
Qualtrics

Dr Peter
Lovatt

Professor of Dance Psychology //
University of Hertfordshire

Professor Jen
Shang Sargeant

Professor of Marketing //
The Philanthropy Centre

Martin
Ortlieb

User Experience Researcher //
Google

Ximo
Soler

SVP Global Digital Strategy and Innovation //
Randstad

Abdul
Dezkam

Commercial Excellence & Insights //
Grundfos

Sarah
Marrs

XM Scientist //
Qualtrics

Justin
Conroy

Head of Transformation //
Three Ireland

James
Scutt

Director of CX //
Post Office

Fiona
Cook

Insights Lead //
University of Portsmouth Students' Union

Sebastian
McClintock

Global Director of Customer Experience //
Delivery Hero

Leonie
Brown

XM Scientist //
Qualtrics

Samantha
Murray

XM Scientist //
Qualtrics

Darren
Henry

Head of Insight & MI //
Atos

Sally
Winston

XM Scientist //
Qualtrics

Simon
Daly

Head of Engagement //
Three UK

Carol
Haney

XM Scientist //
Qualtrics

Alexandra
White

Data Manager //
London Business School

Mark
O'Mailley

Customer Experience Strategy Manager //
ScotRail

Catriona
Sheil

Principal Consultant Customer Experience EMEA //
Qualtrics

VIEW MORE SPEAKERS

LONDON EVENTS & NETWORKING

mainstage
speakers

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

17 APRIL 2019

8:30AM
Registration Open / Breakfast
10:00AM - 12:00PM
Keynotes
VIEW KEYNOTES CLOSE KEYNOTES

IAN MCVEY

Director of Northern Europe, Qualtrics
Welcome

RYAN SMITH

CEO, Qualtrics
Keynote & Product Demo

MARY KATE RYAN, ROHAN SINHA & SCOTT FYNN

Qualtrics
Instrumenting your business with the latest XM technology

ADAIRE FOX-MARTIN

Executive Board Member, SAP
In conversation with Ryan Smith

STEPHEN BENDER

Disney Institute
How Disney Approaches Experience Management

SARAH MARRS & LEONIE BROWN

XM Scientists, Qualtrics
The intersection of customer and employee experience
12:00PM - 1:00PM
Lunch
1:00PM - 3:00PM
Breakout Sessions
VIEW SESSIONS CLOSE SESSIONS
Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
1:00PM - 1:25PM

Webb Stevens, VP of CX // Qualtrics
Sheila Kearney, Account Director // Qualtrics
Sabina Carlheim-Gyllenskiold , Tech Sales // Qualtrics

CEPBR

CX Keynote: Breaking down CX breakthroughs: the future of transformational customer experiences

1:00PM - 1:25PM

Kelly Waldher, VP Product Management & Brand Experience // Qualtrics
Katy Collins, Account Director // Qualtrics
Kiri Fisher, Tech Sales // Qualtrics

CEPBR

RC Keynote: Research to drive product and brand experience breakthroughs

1:00PM - 1:25PM

Bryce Winkelman, Global Head of Growth and Strategy - EX Solutions // Qualtrics
Ann Farrington, Senior Account Executive // Qualtrics
Shane Hickey, Tech Sales // Qualtrics

CEPBR

EX Keynote: Your workforce is changing - are you ready for it?

1:00PM - 1:25PM

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

CEPBR

Building a modern, customer-centric railway service

Everyone’s got a nightmare story to share about one of their last train journeys. The question for train operators is how can they turn things around and get customers back on board? Hear how ScotRail has made the voice of the customer a part of its business, from product testing to route-by-route feedback, and achieved double-digit increases in its NPS.

1:00PM - 1:25PM

James Scutt, Director of CX // Post Office

CEPBR

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

You'll know Post Office for its nationwide branch network and of course, Post. But today it also does mortgages, credit cards, travel money, broadband, and much more. Discover how this British icon is transforming CX across all of its products and services, and aiming to grow its brand to be as relevant tomorrow as it is today.

1:00PM - 1:50PM

Nan Russell, XM Scientist // Qualtrics

CEPBR

Myths, mistakes and misconceptions in CX today

1:00PM - 1:50PM

Bruce Temkin, Head of XM Institute // Qualtrics

CEPBR

The path to mastering XM across your enterprise

The XM Institute surveyed hundreds of executives to understand their XM efforts and aspirations. During this session, you’ll hear results from the study, “The State of XM,” which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

1:00PM - 1:50PM

Samantha Murray, XM Scientist // Qualtrics

CEPBR

Experience: The leading indicator for school improvement

Trust and confidence in institutions is decreasing. With growing options for school choice, trust can only be regained when stakeholders’ experience with a school meets their expectations. By leveraging technology to improve the school experience, we can drive teacher engagement and strengthen parent relationships in order to amplify the student voice.

1:25PM - 1:50PM

Stephen Bender, Account Manager // Disney Institute

CEPBR

The people behind the magic: How Disney's employees are key to its brand and customer experience

At Disney Institute, we believe engaged employees, performing at their best, have the greatest impact on outcomes. Therefore, the sustained quality of 4 components—hiring, training, communication and care—is crucial. Walt Disney Parks and Resorts has maintained a tradition of creating magical, memorable experiences—in large part because of our commitment to selecting the right people and retaining them. In this session, discover the systems that attract, develop and reward high-performing employees, who perpetuate our vision and culture.

1:25PM - 1:50PM

Justin Conroy, Head of Transformation // Three Ireland

CEPBR

‘Let me get a human for you’ - technology as the 5th dimension of XM

How do you make the 4 pillars of XM come to life and greater than the sum of their parts? How do you connect happy employees to loyal customers and an iconic brand? For Three Ireland, the answer is technology. From chatbots to voice analytics, tech is helping the telecoms giant to thread the four pillars of XM together. And it's enabling Three to operate horizontally across full customer journeys, rather than work in siloed verticals. In this session, discover how you can also employ technology to become an XM master.

1:25PM - 1:50PM

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

CEPBR

How can you win the war for talent? - Being human in the technology-driven world of work

Hear from the global leader in HR services how focusing on the candidate experience makes your brand more likely to attract and retain the best people. Ximo will look at how combining technology and the human touch enables you to create experience breakthroughs at scale, plus meet candidates' expectations of application processes and workplace cultures.

1:25PM - 1:50PM

Felicity Holdgate, Global Director of Customer Experience // Allianz

CEPBR

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

For too long, B2B brands have relied on CX best practices developed for the B2C world. Allianz Global Corporate & Specialty (AGCS), Qualtrics and a number of other top brands came together last year to right that wrong. In this session, discover the output of that workshop as AGCS' Global Director of CX outlines how B2B brands can outdo rivals with superior customer experience.

1:25PM - 1:50PM

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

CEPBR

Transforming the court experience: How HM Courts & Tribunals Service is making justice feel more human

2:10PM - 2:30PM

Sally Winston, Head of EX Solutions Strategy EMEA // Qualtrics

CEPBR

Designing an employee lifecycle strategy with X & O data

2:10PM - 2:35PM

Darren Henry, Head of Insight & MI // Atos

CEPBR

Going beyond customer feedback: merging X & O data to drive business improvement

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.

2:10PM - 2:35PM

Martin Ortlieb, User Experience Researcher // Google

CEPBR

Making magic from the mundane: how Google uses experience design to re-imagine the G-Suite

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 - 2:35PM

Fiona Cook, Insights Lead // University of Portsmouth Students' Union

CEPBR

Future union: Data-driven change for the benefit of students

The University of Portsmouth Students’ Union recognised the crucial need for Insights resource to ensure that the student voice directs both strategic and operational working and as a result, implemented an Insights function in just 6 months from inception. With a focus on equity of student voice, we work closely with the University towards our vision of having a positive impact with every University of Portsmouth student. This session will outline our journey to bringing insights into the heart of everything we do and how it gives us pace and power to affect change.

2:10PM - 2:35PM

Aaron Suppel, Senior Product Owner // American Express

CEPBR

The 3 pillars of B2B digital transformation

Go behind the scenes of American Express' relaunch of the Global Network platform, as Aaron Suppel explains how they created experience breakthroughs at every turn. The team's work spanned every area of XM, as they looked at how the customer, employee, product and brand experience were all impacted by digital transformation.

2:10PM - 2:50PM

Leonie Brown, XM Scientist // Qualtrics

CEPBR

The future of feedback: What now for customer surveys?

Consumers have less and less patience for answering surveys. There's only so much we can do in terms of boosting response rates. And there's only so many customers to ask. So how can we get more data? And how can we get more value out of the data we've got? Hear how you can optimise your surveys, from more intelligent sampling to non-response bias, and then go beyond surveys to new ways of gathering X-data.

2:10PM - 3:00PM

Bruce Temkin, Head of XM Institute // Qualtrics

CEPBR

The path to mastering XM across your enterprise

The XM Institute surveyed hundreds of executives to understand their XM efforts and aspirations. During this session, you’ll hear results from the study, “The State of XM”, which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

2:10PM - 3:00PM

Carol Haney, XM Scientist // Qualtrics

CEPBR

Applying new learnings in behavioural economics to your CX program

All companies want to provide the best experience for their customers. The question is, how do you know what to measure? Asking for feedback is a touchpoint in itself, so how do you do it in a way that delights customers and ensures you're only measuring the moments that matter? Discover how you can gather breakthrough customer insights by combining behavioural economics and predictive analytics to drive revenue, reduce churn and benefit customers.

2:30PM - 3:00PM

Sally Winston, Head of EX Solutions Strategy EMEA // Qualtrics
Laura Farrelly, Head of Culture & Engagement // Barclays
Simon Daly, Head of Engagement // Three UK

CEPBR

Panel: Employee lifecycle with Barclays and Three UK

Hear how Barclays and Three approach employee experience at every stage of the lifecycle - from optimising the candidate experience, through to using exit surveys to reduce attrition. In this discussion, Laura and Simon will discuss the challenges they've faced, and what they see as the future of employee experience in their industries and beyond.

2:35PM - 3:00PM

Alexandra White, Data Manager // London Business School

CEPBR

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

When almost half of all degree students say that alumni influenced their decision to apply, student feedback has never been more important. We look at how London Business School connected the dots from multiple surveys to save itself time, improve data quality, support data-driven decisions and amplify the student voice.

2:35PM - 3:00PM

Sebastian McClintock, Director Customer Experience // Delivery Hero

CEPBR

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

Ready for some takeaway takeaways? Hear how the world's leader in online food ordering has taken its digital experience to another level and managed to make ordering dinner easy, fun and personalised. Sebastian will outline the variety of techniques and technologies his team used, and will almost certainly send you into the 3pm break ready for a quick snack.

2:35PM - 3:00PM

Abdul Dezkam, Commercial Excellence & Insights // Grundfos

CEPBR

Who's the pump manufacturer winning at B2B CX? How Grundfos measures 200,000 customer journey touchpoints

Grundfos has a long and proud tradition of gathering customer feedback. But acting on that feedback had become a much greater challenge in recent years, as more of its work was on digital channels and its customer touchpoints ballooned to 145,000 per day. Discover how Grundfos now gathers feedback at every touchpoint and delivers B2B customer experience that surpasses anything its customers had seen before.

2:35PM - 3:00PM

Professor Jen Shang Sargeant, Professor of Marketing // The Philanthropy Centre

CEPBR

Saying thank you properly: The key to boosting donor engagement

Why do we give money to charities and why does it make us feel good? This is what The Philanthropy Centre focuses on, and its insights have helped nearly 20 partner charities increase donations by between 65% to 200%. Discover how the team has been able to break down preconceptions about what drives giving and how people want charities to communicate. And see how the donor experience can apply to customer retention.

3:00PM - 3:30PM
Break
3:30PM - 5:15PM
Keynotes
VIEW KEYNOTES CLOSE KEYNOTES

PETER LOVATT

Professor of Dance
Dance yourself happy

BRUCE TEMKIN

Head of XM Institute, Qualtrics
The human experience cycle: Creating breakthrough moments

STAN STHANUNATHAN

Unilever
From ‘What?’ to ‘So What?’ to ‘Now What?’: How to turn insights into action

SIR RANULPH FIENNES

World’s greatest living explorer (Guinness World Records)
In conversation with Julie Larson-Green, CXO Qualtrics

THE SHOWSTOPPERS

Olivier-award winning musical troupe
A completely improvised musical, based on your in-app suggestions.
5:15PM - 8:30PM
Evening Reception

LONDON FAQS

The Experience Mgmt Tour SPONSORS

Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.

Interested in sponsoring The Experience Mgmt Tour? Get in touch with us

PLATINUM

GOLD

MILAN SPEAKERS

Presentations will be in Italian or English

Luisa
Arienti

CEO //
SAP Italy

Raffaele
Falcone

Head of Mediterranean and Eastern Europe Sales //
Qualtrics

Annalisa
Cola

Voice of Customer Manager //
Lastminute.com

Gabriele
Salaris

Global Customer Experience Manager //
Amplifon

Marianna
Crippa

Corporate Consumer and Market Insights Manager //
Amplifon

Fabrizio
Giuntini

Head of Customer Satisfaction Management //
UniCredit

Dr Peter
Lovatt

Professor of Dance //
University of Hertfordshire, UK

Leonie
Brown

XM Scientist //
Qualtrics

Fabrizio
Andreose

Client Partner, Finance //
Kantar

MILAN EVENTS & NETWORKING

mainstage
speakers

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

networking,
naturally

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

MILAN AGENDA

9 MAY 2019

9:00AM
Registration Open / Breakfast
10:00AM
Keynote Presentations *Presented in English
VIEW KEYNOTES CLOSE KEYNOTES

Raffaele Falcone

Qualtrics
Welcome and Keynote

Luisa Arienti

CEO, SAP Italy
Keynote Address

Annalisa Cola

Lastminute.com
In Conversation with Margherita Ciantia, Qualtrics

Leonie Brown *

XM Scientist, Qualtrics
How to Empower Your Employees to Deliver Better CX
12:00PM
Networking Lunch
1:00PM
Keynote Presentations *Presented in English
VIEW KEYNOTES CLOSE KEYNOTES

Peter Lovatt *

Professor of Dance
Dance Yourself Happy

Fabrizio Andreose & Fabrizio Giuntini

Kantar + UniCredit
Customer Experience in the Age of Disruption

Gabriele Salaris & Marianna Crippa

Amplifon
Amplifon's CX Story
2:30PM
Coffee & Close

MILAN FAQS

The Experience Mgmt Tour SPONSORS

Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.

Interested in sponsoring The Experience Mgmt Tour? Get in touch with us

PLATINUM

SILVER

AMSTERDAM SPEAKERS

Elly
Domene

Chief of Staff and Global Customer Experience //
SES Networks

Anouk
Vastert

Global Lead Customer Experience Services //
Philips

Keith
Fletcher

Senior Customer Experience Change Programme Manager //
E.ON

Jildert
Huitema

Global Head of Customer Experience //
Randstad

Rinse
Tamsma

Managing Director //
SAP Nederland

Leonie
Brown

XM Scientist //
Qualtrics

Jake
Outram

XM Scientist //
Qualtrics

Alastair
Whitby

Customer Experience Strategy Manager //
Direct Line Insurance Group

Aimee
Lucas

XM Institute //
Qualtrics

Nan
Russell

XM Scientist //
Qualtrics

Ruben
Bru

Head of Enterprise Benelux //
Qualtrics

Niels
Berndsen

Regional Director Customer Experience //
Kantar

AMSTERDAM EVENTS & NETWORKING

mainstage
speakers

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

networking,
naturally

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

AMSTERDAM AGENDA

4 JUNE 2019

9:00AM
Registration Open / Breakfast
10:00AM
Keynote Presentations
VIEW KEYNOTES CLOSE KEYNOTES

Ruben Bru

Head of Enterprise Benelux, Qualtrics
Welcome & keynote

Rinse Tamsma

Managing Director, SAP Nederland
In conversation with Ruben Bru

Elly Domene

Chief of Staff and Global Customer Experience, SES Networks
Connecting experiences: How the world's leading satellite network provider reinvents its customer-centric DNA

Anouk Vastert

Global Lead Customer Experience Services, Philips
"A fool with a tool is still a fool": Driving real transformation in an organisation
12:00PM
Lunch
1:00PM
Breakout Sessions
VIEW SESSIONS CLOSE SESSIONS
Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
1:00PM - 1:45PM

Jake Outram, & guests // Qualtrics

CEPBR

Designing an employee lifecycle strategy with X- & O-Data

1:00PM - 1:45PM

Nan Russell, XM Scientist // Qualtrics

CEPBR

Myths, misconceptions and miscommunications in the CX world

1:55PM - 2:30PM

Aimee Lucas, XM Institute // Qualtrics

CEPBR

Taking your XM program to the next level

1:55PM - 2:30PM

Niels Berndsen, Regional Director Customer Experience // Kantar

CEPBR

How to close the gap between brand promise and customer experience

2:30PM
Break
3:00PM
Keynote Presentations
VIEW KEYNOTES CLOSE KEYNOTES

Alastair Whitby

Customer Experience Strategy Manager, Direct Line Insurance Group
Customer Experience: Direct Line & Qualtrics

Léonie Brown

XM Scientist, Qualtrics
How to empower your employees to deliver better CX

Jildert Huitema

Global Head of Customer Experience, Randstad
How to create customer journeys with impact

Keith Fletcher

Senior Customer Experience Change Program Manager, E.ON
Tomorrow is on: Let our energy shape the future
4:30PM
Close

AMSTERDAM FAQS

The Experience Mgmt Tour SPONSORS

Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.

Interested in sponsoring The Experience Mgmt Tour? Get in touch with us

PLATINUM

GOLD

SILVER

STOCKHOLM SPEAKERS

Liisa
Holma

Experience Transformation Leada //
Tieto

Nicolas
Ruprecht

Customer Experience Project Workstream Leader //
Tetra Pak

Per
Alm

Managing Director //
SAP Sweden

Linda
De Giuseppe

Consumer Experience Insights Project Manager //
Electrolux

Mark
Hayton

Global Lead for Organisation Development Analytics //
Nokia

Leonie
Brown

XM Scientist //
Qualtrics

Dr Peter
Lovatt

Professor of Dance //
Qualtrics

Aimee
Lucas

XM Institute //
Qualtrics

Anna
Potajallo

Global Net Promoter System Manager //
Oriflame Cosmetics

Henrik
Cronebäck

Head of Enterprise Nordic //
Qualtrics

Carol
Haney

XM Scientist //
Qualtrics

Jake
Outram

XM Scientist //
Qualtrics

STOCKHOLM EVENTS & NETWORKING

mainstage
speakers

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

networking,
naturally

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

STOCKHOLM AGENDA

28 May 2019

8:30AM
Registration Open / Breakfast
9:30AM
Keynote Presentations
VIEW KEYNOTES CLOSE KEYNOTES

Henrik Cronebäck

Head of Nordic Enterprise, Qualtrics
Welcome & keynote

Per Alm

Managing Director, SAP Sweden
In conversation with Henrik Cronebäck

Liisa Holma

Head of Customer Experience & Insights, Tieto
How to adopt and scale customer-centric ways of working

Peter Lovatt

Professor of Dance, University of Hertfordshire, UK
Dance Yourself Happy
11:00AM
Break
11:30AM
Breakout Sessions
VIEW SESSIONS CLOSE SESSIONS
Close Filters
Experience Tracks
Customer Experience
Employee Experience
Product Experience
Brand Experience
Research Core
11:30AM - 1:00PM

Jake Outram, XM Scientist // Qualtrics
Mark Hayton, Global Lead for Organisation Development Analytics // Nokia
Anna Potajallo, Global Net Promoter System Manager // Oriflame Cosmetics

CEPBR

Qualtrics | Oriflame Cosmetics | Nokia

Designing an employee lifecycle strategy with X- & O-Data
Jake Outram, XM Scientist // Qualtrics

Lagging to leading: Shifting from a survey team to an analytics department
Mark Hayton, Global Lead for Organisation Development Analytics // Nokia

How beauty brand Oriflame rolled out a CX program to 54 countries
Anna Potajallo, Global Net Promoter System Manager // Oriflame Cosmetics

11:30AM - 1:00PM

Aimee Lucas, XM Institute // Qualtrics
Carol Haney, XM Scientist // Qualtrics

CEPBR

XM Masterclasses

Applying new learnings in behavioural economics to customer experience
Carol Haney, XM Scientist // Qualtrics

Measuring your customers' experience to delight both your customers and your company
Carol Haney, XM Scientist // Qualtrics

1:00PM
Lunch
2:00PM
Keynote Presentations
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Linda De Giuseppe

Consumer Experience Insights Project Manager, Electrolux

Léonie Brown

XM Scientist, Qualtrics
How to empower your employees to deliver better CX

Nicolas Ruprecht

Customer Experience Project Workstream Leader, Tetra Pak
Customer experience at Tetra Pak

Aimee Lucas

XM Institute, Qualtrics
The key ingredients for building your XM capabilities
3:30PM
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