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?
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?
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.
Dr.sc.ing Renate Strazdina
Microsoft
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?
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.
Marcello Calabrò
UniCredit
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.
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.