Customer Experience track

They say coffee is for closers, but what about the rest of the team? We agree that the customer experience is crucial today, but it also requires a highly complex mix of talent, tools, and processes.

Moving a customer from the moment they realize they may need your products or services to the moment they enthusiastically commit to your brand demands the orchestration and optimization of dozens of interactions. Closers are still critical but neglect any other part of the marketing and sales engine, and it will soon stall out.

In the Customer Experience conference track, we'll share and explore strategy and tactics that have worked at our organizations in a highly collaborative and open set of sessions. We'll talk about what works and what doesn't today and explore what's next for business development, in the era of accelerating change.

Track leader: Karsten Bubber Outzen (DK) Strategic adviser

Social Event: Morning run

Join the morning run to prepare for a day of learning and networking. We will run about 25 minutes at a relaxed pace.

Breakfast & Registration

The conversation starts at breakfast. Have one or several cups of coffee and get a great start to the rest of the day.


Speaker: Tim Walters (DE) Customer Experience and Data Privacy Consultant

Keynote: Having your privacy cake and consuming great customer experiences too

Regulations like the GDPR and California’s CCPA hog all of the headlines, but businesses are currently experiencing an inescapable Global Data Privacy Revolution that is ultimately powered by a fundamental shift in consumer attitudes about data use and abuse.

Coffee, tea & networking

Speaker: Abdul Dezkam (DK) Customer Experience Management at Grundfos

Driving end-to-end customer experience management on a global scale

How do we actually put the customer at the center of all our planning and activities?

In these times companies need to think more about what the customer wants and what will increase value for them…


Speaker: Gudrun Moeller (CH) Digital Media at Swiss Re

Delivering a new usable, simple and fast corporate website with the focus on user modes

To develop a global web strategy for Swiss Re is a complex task. We tackled the web strategy and website-relaunch in a systematic, user-centered and agile way and discovered the power of micro-moments.

Coffee, tea & networking

Join the roundtable discussions

Coffee, tea & networking

Speaker: Philip Illum Thonbo (DK) User Experience Manager at Salling Group

Motivation Design

How do you really engage users in the short and long term?

What the difference between extrinsic motivation and intrinsic motivation and what tools to use, to get users to come back.

Join this session to get inspired about loyalty, engagement, motivation and gamification.

Coffee, tea & networking

What’s the small feature that really makes the product way better? Is it a small design change, an elegantly engineered new piece of functionality or something else?

In this new contest, we celebrate the unsung heroes of the workplace: The small features that make all the difference.

Social Event: Conference Party
Social Event: Cocktail reception