Our Speakers

Francisco Fillat Espuña

Novo Nordisk

Customer Engagement Manager

How can we set a digital segmentation to provide a personalized experience to our customers?

  • Delivering a personalised, holistic customer experience with segmentation
  • Unleashing the power of customer-centric personalization
  • How to build an Omnichannel customer experience?
Francisco Fillat Espuña Photo Novo Nordisk Logo

Fabian Kortekaas

TUI Group

Director of Customer Experience & Insights

The Added Value of Human & Digital CX at TUI

  • How to combine data-driven and value-driven CX?
  • How is AI and automation successfully used for low-value contact handling?
  • How are the human factors still most important in critical parts of the customer journey?
  • How to launch and successfully embed a customer-centric culture program?
Fabian Kortekaas Photo TUI Group Logo

Eline Koorndijk

Swiss Life

Head Customer Experience Management & Innovation

But do they love it? Customer Experience at Swiss Life.

  • Self-determined life: how customer centricity at Swiss Life brings the company purpose to life?
  • Improving the lives of Swiss Life customers with user centricity.
  • Creating customer excellence with independent advisers.
Eline Koorndijk Photo Swiss Life Logo

Dr.sc.ing Renate Strazdina


National Technology Officer (Central Europe)

Are we approaching new era of Customer Experience?

  • AI promise
  • Customer Experience and AI - what is changing?
  • How to prepare for new era?
Dr.sc.ing Renate Strazdina Photo Microsoft Logo

Begüm Saraçoğlu

Türk Telekom

Head of Digital Experience

Driving the Digital Channel Engagement through Redesign

Historically only 18% of Türk Telekom customers chose digital as their first point of contact for transactions and service needs. In a bid to make their customer experience digital first, they have embarked on an ambitious project of redesign.

  • Understanding why customers are not seeing digital as the main communication channel.
  • Ways to improve design usability and better target content to meet the needs of customers.
  • Creating successful relaunch strategies to maximize impact.
Begüm Saraçoğlu Photo Türk Telekom Logo

Marcello Calabrò


Group Chief Marketing Officer

How Marketing Strategies Do Impact CX and Vice-versa?

  • Adapting marketing strategies according to client expectations and behaviours
  • Keeping pace With rapidly changing consumer expectations.
  • Breaking down functional silos – Connecting marketing efforts with CX Strategy.
Marcello Calabrò Photo UniCredit Logo
Customer excellence is more than just providing good customer service; it's about creating unforgettable experiences that leave your customers raving about your brand. It is a mindset, a philosophy, and a commitment. It transforms them into brand advocates and increases customer loyalty and customer retention. Pronovea is bringing together customer excellence professionals, industry leaders, and innovators to discuss the latest trends, innovations, insights, and strategies to enhance the customer experience. The summit will cover various topics, including conversational AI, predictive analytics, machine learning, big data, hyper-personalization, digital transformation, and CX and design convergence, featuring keynote speakers, panel discussions, interactive sessions, and case studies from leading brands and CX experts. This summit is a must-attend event for anyone interested in enhancing the customer experience in the digital age.