Join us now while tickets last!
Have a look at our overall agenda and add the different live track sessions and pre-recordings to your schedule. Pre-recordings will be available from October 5th midnight (EEST).
Please note that all times are in EEST (GMT +3h / CEST +1h / UK +2h).
13.00-13.15 Pre-networking, Sirte Pihlaja, CXPA Finland & Shirute and Teija Kuustonen, Lindström
13.15-13.30 Welcome, Sirte Pihlaja & Noora Lainio, Elisa
13.30-13.45 Customer Award Finland, Teija Kuustonen & Sirte Pihlaja
13.45-14.05 Jaakko Lempinen, Yle: Yle - more than 5 million experiences of customership
14.05-14.25 Tuomas Manninen & Pia Hannukainen, OP Financial Group: Stepping up design maturity — lessons from OP Financial Group
14.25-14.55 Break & Networking
14.55-15.15 Pia Adlivankin, Linnanmäki Amusement Park: Success Through Funmaster Commitment
15.15-15.35 Ville Rautio, Elisa: Speech Recognition: Better customer service, conversational AI, and Experience Economy
15.35-15.45 Wrap-up, Sirte Pihlaja & Teija Kuustonen
15.45-16.15 Break & Networking
11:00-11:10 Natalia Kim: Welcome and introduction Приветствие
11:10-11:35 Live panel discussion: Employee Experience. Working efficiently with internal clients. Опыт сотрудников. Как эффективно работать с внутренним клиентом.
11:35-12:00 Break
12:00-12:45 Alexey Shemetov: Human to Human and/or technologies? Human to Human and/or technologies Human to Human и/или технологии?
12:45-13:00 Break
13:00-13:45 Live panel discussion: Empathy. Psychology tool for business practiotioners. Круглый стол в режиме онлайн: Эмпатия. Психологический инструмент для бизнес-практиков.
13:45-13:50 Wrap up, Natalia Kim
South Africa track
14.00-14.25 Networking and Welcome, Julia Ahlfeldt, CXPA Cape Town
14.25-14.30 Welcome and update on the CXPA in SA, Julia Ahlfeldt
14.30-15.00 Clint Payne, MultiChoice: Creativity is key when it comes to Journey Mapping
15.00-15.30 Sean Hough, Customer experience and the next chapter for travel in Africa
15.30-15.45 Speaker Q&A and closing
15.45-16.15 Pre-networking, Ian Golding, Customer Experience Consultancy and Sirte Pihlaja, CXPA Finland & Shirute
16.15-16.30 Welcome, Ian Golding & Sirte Pihlaja & CXPA team leads
16.30-16.50 Tomas Granlund, Fiskars Group: Hub of innovation – future proofing the business
16.50-17.50 Roundtable: A World Tour On Creativity
17.50-18.20 Break & Networking
18.20-18.50 Alec Dalton, Marriott International: Showmanship Through Service: CX Lessons from the Hospitality Industry’s COVID Response
18.50-19.10 Abdulaziz Alshamsan, Ministry of Human Resources and Social Development at Kingdom of Saudi Arabia: CX Creativity in Government Sector
19.10-19.30 Andreas Forsland, Cognixion: The Future of Designing Accessible Experiences
19.30-20.30 Wrap up & Networking, Ian Golding and Sirte Pihlaja
Country tracks (live sessions) - times in EEST (GMT+3)
Talks to be updated
Watch pre-recording by Mariana De Marchi, Qualcorp: RoC - Return On Creativity
17.45-18.00 Pre-networking, Krisztina Kanizsai & Laura Tengerdi
18.00-18.05 Welcome, Laura Tengerdi
18.05-19.55 Co-creation workshop
18.05-18.15 Ice breaker, Krisztina Kanizsai
18.15-18.35 Ideation in small groups with ideation tools
18.35-18.45 Internal group discussion and voting
18.45-18.50 Gallery Walk as a tool to share and present, Krisztina Kanizsai
18.50-19.00 Break & networking
19.00-19.20 Story Boarding
19.20-19.40 Presentation and feedback
19.40-19.55 Ideas to be prioritised and turned into action plans, Krisztina Kanizsai
19.55-20.00 Wrap up
20.00-21.00 Pub networking
17.30-18.00 inloop
18.00 Aftrap: CX Day!
18.10 Customer Experience bij Heineken. Over klanten, en bier...
18.40 Customer Experience bij Oedipus - het verhaal van een micro brewery. Met een kleine proeverij!
19.05 Customer Experience in de horeca - klantbeleving door de lens van een doorgewinterde ondernemer
Afterwards there will be a snack and drink, maybe a quiz, plenty of music and the opportunity to catch up live with your CX colleagues. We close the evening around 10pm.
Watch pre-recording by Frederique Kamp, ING: Re-establishing the human connection
19:30-19:40 Welcome and introduction Beppe De Vincenti, nexa Consulting
19:40-20:10 Gustavo Imhof, Avado: Customer Experience Don't Matter. Memories Do.
20:10-20:25 Q & A
20:25-20:55 Paulo Azerevedo, Credit Suisse: CX Leader as a change agent
20:55-21:10 Q & A
21:10-21:25 Prof.Dr. Michael Grund, HWZ Hochschule für Wirtschaft Zürich: Swiss CEX Study 2021 - First results and highlights
21:25-21:25 Wrap up
21:25-22:25 Networking drinks
You can find all the pre-recordings on the replays page. Please use the filter "Pre-recorded presentations & interviews".
These will be available on October 5th at midnight (EEST).