Customers are at every intersection of your digital touch-points. Make every moment count, and every transaction add up to a positive experience throughout the entire journey.
Hear from top digital experts on how to get CX right. Exclusive to this event, we will reveal best-in-class advancements on customer journey mapping, VoC, mobile, personalisation, brand loyalty, analytics, IVA technologies, aligning business goals with customer needs, and upping your digital ROI.
Digital moves fast. Be more agile with your CX to gain the advantage you need to thrive in our ever-changing digital world.
This is the year’s biggest and most important Digital CX event! So register now for Digital Customer Experience Strategies Summit Europe 2016.
Mr. Erik F. Varwijk has been Executive Vice-President of Commercial at Virgin Atlantic Ltd. since June 15, 2015 and is responsible for leading all commercial teams across the business. Mr. Varwijk served as Managing Director of KLM Royal Dutch Airlines until March 1, 2015 and served as its Member of Board of Managing Directors since July 1, 2011until March 1, 2015. Mr. Varwijk served as Executive Vice-President of Cargo at Air France-KLM SA since July 1, 2013 until March 1, 2015. Mr. Varwijk served as Executive Vice President of International & The Netherlands and Managing Director of KLM at Air France-KLM. Mr. Varwijk served as an Executive Vice President of Commercial for KLM Royal Dutch Airlines. Mr. Varwijk served as an Executive Vice President of Commercial Passenger Business of KLM and Executive Vice President of International and The Netherlands of the Air France-KLM Group at Air France-KLM. Mr. Varwijk served as Senior Vice-President of International Marketing of KLM and Senior Vice-President of International Marketing of Air France-KLM Group for Air France-KLM. He graduated with Business Economics from Vrije Universiteit Amsterdam.
Nikolina is a digital professional with 18+ years’ experience developing and growing global digital B2B and B2C data and insight driven business propositions through product management, commercial improvement programmes and strategic framework development.
She started her international career rotating through a number of customer facing positions - customer service, client training and sales - where she gained a passion for putting customers first and providing excellence in customer experience.
Nikolina developed an interest in the dynamics of the digital world early on, and has, ever since, built successful consumer and business propositions from scratch, including the Reuters personal finance and news website. She also implemented a Thomson Reuters knowledge management programme supporting call centre business transformation across 6 continents, driven Reuters Customer Zone experience, and championed convergence in service and product experience through the provision of contextual help within Thomson Reuters financial desktop products.
Nikolina continues to progress her passion for excellence in customer experience with digital at the forefront, through her role in Vodafone Group Digital, where she has been driving global digital service excellence and social media strategy across 21 Vodafone markets. Her recent work on improving Help and support journeys on the Vodafone consumer web, mobile and App, furthermore improved My Vodafone and Vodafone Communities experience is already generating commercial value.
In 1989 he graduated in Business Management and Administration at the Catholic University of Milan. In 1993 he has got the McKinsey MBA in Copenhagen.
For 14 years, he worked in the Management Consulting industry:
For 18 years, he worked in the Retail Banking industry
In 1996 he has been a EU Commissioner for the XIII Direction (Innovation & Technology).
From 2012-2015 he was the Chairman of EFMA Retail Distribution Council.
Nowadays, he is the Owner of Concept & Design Lab specialized in Fintech & Innovation
Mariana is responsible for the Customer Behavior Strategy for Accor Group worldwide. Her main responsibility is to identify and collect customer data, to analyze, study and understand the customer behavior throughtout its journey to develop, provide, and recommend marketing actions plans according to the new customer centric strategy.
Neil has developed, designed and managed digital experiences for over 20 years.
After a few years running Aberystwyth University’s website, in 1999 Neil joined the then relatively unknown Amazon.co.uk, as one of the first members of the development team, ultimately becoming the Head of European Retail Customer Experience. In 2006 he began working for another small start-up, Skype, as Experience Manager for the Skype for Windows client.
More recently, Neil worked at Shazam before joining Wonga.com, setting up their first User Experience team.
In 2015, Neil moved to the countryside to work for comparethemarket.com. As Associate Director of Mobile Experiences, he applies his passion for user-centred design to the strategy and delivery of their mobile apps, including the popular ‘MEERKAT MOVIES’ app.
Outside of work, Neil occasionally gets to spend time with Hollywood stars, chaperoning his 9-year-old actor son.
Josh is a Senior Customer Experience leader and digital technologist with 20 years’ varied experience delivering digital transformation programmes in retail, telecoms, FMCG and media. He has led omnichannel technology and customer experience transformation projects for FTSE100 companies including BT, Pearson, Sainsbury’s and Unilever and is passionate about customer experience and transformational application of technology to create new opportunities across customer experience, commercial and technology disciplines. Josh track record of delivering multi/omnichannel and pure play digital initiatives, new service roll out, business transformation and organizational/operational change.
Steve has the mind of an engineer, and the heart of an artist.
Since the dawn of internet economy companies, he’s lovingly crafted products and services, that people actually use and enjoy on a daily basis, some have become verbs in global society.
Steve (or Buzz, it’s a long story!) is a Design Leader and knows what it takes to create products and brands with soul. He’s had the fortune of working with some of the best designers and engineers around, and together they’ve been instrumental in designing some of the most loved products on the planet.
Buzz is now leading the wonderful design team at Skyscanner.
“Skyscanner is on the planet to help folks get around it in an enjoyable way. There are awesome challenges in travel and we are a driving force for making things easier and memorable. As a team we’re going to show what the future can be and full discression is given to go execute that vision. We’re growing rapidly as a business and design is central to that growth. The oportunities for a designer at Skyscanner are massive and varied; strategy for distributed UI systems, conceptual modelling with data, mass experimentation, ultimate graphical craft, all the stuff we love! I want folks to come here and be able to do the best work of thier lives - we’ve got work to do!”
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