Day 2
8:30 - 8:45
Registration & Morning Coffee
8:45 - 8:50
Chairperson's Opening Remarks
Manuela Pifani -
Founder & Managing Director,
CXellence Consulting
8:50 - 9:20
Keynote Presentation | Practical AI Use Cases: What Worked, What Failed and What Changed Internally
Alex Terpstra -
Chief Customer & Employee Care,
ABN AMRO Bank
This candid case study takes a deep dive into ABN Amro's AI implementation journey, from initial hypotheses to real-world outcomes. We'll unpack what delivered measurable value, what underperformed and the unexpected internal shifts that reshaped the approach. Gain practical insight into turning AI ambition into operational reality, while avoiding costly missteps.
- Building AI roadmaps grounded in clear business problems, not technology hype
- Recognising early signals of success or failure and knowing when to pivot
- How implementation reshaped processes, roles and decision-making internally
9:20 - 9:50
Keynote Presentation | Winning the Affluent Consumer
Thania Gill -
Vice President, Affluent & Credit Product Lead for Europe,
Mastercard
Affluent consumers want recognition and experiences, not just rewards
Today's affluent customers increasingly define value through access, personalization, and passion-led experiences. Mastercard's research shows consumers are seeking benefits aligned to dining, travel, entertainment, and the experiences that matter most to them, making emotional engagement as important as financial rewards.
Mastercard delivers a globally connected affluent ecosystem
Through the World, World Elite, and World Legend portfolio, Mastercard combines premium capabilities with The Mastercard Collection: a globally connected platform of dining, travel, and entertainment benefits. This gives Issuers access to a differentiated proposition that travels seamlessly with affluent customers wherever they are.
Experience-led propositions drive measurable growth
Mastercard's affluent strategy is designed to increase preference, loyalty and top-of-wallet behaviour.
9:55 - 10:25
1:1 Business Meetings
9:55 - 10:25
Think Tank | Orchestrating Hybrid Experiences Through Adoption, Alignment and Culture
Maha Sefrioui -
Director of Digital Banking,
CIC
Hybrid journeys often break down not because of technology, but because teams, agents and customers struggle to adapt to new ways of working. This discussion explores how to build trust in digital tools, align business units around shared journeys, and drive the cultural change required for seamless end‑to‑end experiences.
10:30 - 11:00
1:1 Business Meetings
11:05 - 11:35
1:1 Business Meetings
11:40 - 12:15
Panel | Demonstrating CX’s Financial Impact Without Becoming ‘Just Reporting’
Kristin Müller -
Head of Customer Experience,
Sparda-Bank Berlin eG
Michał Stulgis - Head of Customer Experience and Pricing Strategies Team, PKO Bank Polski
Nienke Bloem - CX Expert, Keynote Speaker & Educator, Flora et Labora
Proving CX's financial impact is essential to securing organisational buy-in, however, teams run the risk of becoming reporting functions rather than strategic change drivers. This panel considers how CX leaders can elevate CX metrics to strategy, turning insights to action through sharper financial alignment and storytelling.
- Quantifying CX's impact on revenue, retention and efficiency
- Turning reporting into strategic action and business change
- Using storytelling to connect data with executive decision-making
12:15 - 12:50
Interactive Roundtables:
These interactive roundtables allow you to brainstorm solutions with peers to your most pressing CX challenges.
Select from the options available to ensure you are sat at a table with peers who have similar focuses to your own.
Identify your biggest obstacles, exchange them with
peers, and brainstorm fresh solutions in small groups.
12:15 - 12:50
Roundtable 1 | Closing the Gap Between AI Deployment and Real Use
12:15 - 12:50
Roundtable 2 | Designing Experiences Across Generations
12:55 - 13:25
1:1 Business Meetings
13:25 - 14:10
Networking Lunch
14:10 - 14:40
1:1 Business Meetings
14:45 - 15:15
Presentation | The Last Mile: Winning or Losing Relevance in CX
Jan Myszkowski -
Managing Director,
Talanx
Organisations may perfect the measurement of customer experience, but this doesn't always equate to delivering better outcomes. As journeys fragment across channels, partners and internal silos, the "last mile" is where value is either realised or quietly lost. This presentation challenges over-reliance on metrics and second-hand insight, reframing the final moments of the journey as the point where effort, trust and commercial outcomes are truly decided.
- Why traditional metrics and reporting often miss where value is created or destroyed
- The hidden transfer of effort to customers and how this impacts trust, completion and cost-to-serve
- How to redesign journeys by reducing friction and reclaiming control of the last mile
15:15 - 15:45
Presentation | From Complaints to Commitments: Elevating Voice of Customer Standards for Differentiated Experiences
Muhamet Hajdari -
Head of Customer Experience & Journey,
NLB Banka
Things going wrong often present the greatest opportunity to turn dissatisfied customers into loyal advocates. However, many organisations remain reactive, closing individual feedback loops without translating recurring issues into systemic change. This presentation shares how Voice of Customer should be elevated from a listening function into a strategic discipline, embedding consistent standards, governance, and escalation paths that ensure customer insight informs decisions at every level of the business.
- Moving from isolated feedback loops to enterprise-wide VoC standards
- Structuring insight into clear priorities that influence planning and investment decisions
- Embedding accountability and governance to turn recurring issues into coordinated action
