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).

Country tracks (live sessions) - times in EEST (GMT+3)

Finland track

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

Russia track (All talks in this stream are in Russian)

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

Global track (live sessions) - times in EEST (GMT+3)

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)

Belgium track

Talks to be updated

Brasil track

Watch pre-recording by Mariana De Marchi, Qualcorp: RoC - Return On Creativity

Hungary track (Co-creation workshop in this stream is in Hungarian, LIVE on-site only)(All times are CET +1h)

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

The Netherlands track (All talks in this stream are in Dutch, LIVE on-site only) (All times are CET +1h)

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

Switzerland track (All times are CET +1h)

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).

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