Day 2
8:30 - 9:00
Breakfast & Networking
9:00 - 9:10
Chairperson's Opening Remarks
Manuela Pifani -
Founder & Managing Director,
CXellence Consulting
9:10 - 9:40
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
9:40 - 10:10
Partner Presentation | Turning Customer Intelligence into Action
Most organisations aren't short of customer data, but often fall short in converting it into timely action at the moments that shape experience and value. Despite investments in data platforms and personalisation, many experiences can still feel reactive, inconsistent or irrelevant because insights aren't translated into timely, coordinated action across the journey. This presentation demonstrates how AI is helping organisations close that gap, moving from insight to real-time decisions and next-best actions that directly influence loyalty, retention and share of wallet.
- Moving beyond static segments to real-time, in-the-moment decisions
- Identifying high-impact moments in the journey where AI-driven action can meaningfully influence customer behaviour and value
- Embedding AI into everyday interactions to deliver coordinated, scalable personalisation while maintaining trust and relevance
10:15 - 10:45
1:1 Business Meetings
10:15 - 10:45
Think Tank | Designing Experiences Across Generations
Generational differences both shape customer expectations and influence internal mindsets, adoption of technology and decision-making. From digital-native customers to long-tenured teams and leadership, CX leaders must navigate differing behaviours and beliefs. In this Think Tank, participants will explore how to bridge generational divides, internally and externally, to enable meaningful and relevant experiences for all customer groups.
10:50 - 11:20
1:1 Business Meetings
11:25 - 11:55
1:1 Business Meetings
11:25 - 11:55
Think Tank | Speaking the Same Language as Internal Stakeholders to Advance your CX Agenda
CX initiatives often stall not because of strategy, but because of misalignment across functions. From legal and compliance to technology and operations, each stakeholder speakers a different language. In this Think Tank, participants will explore how to translate customer priorities into terms that resonate to accelerate decision-making and unlock buy-in.
12:00 - 12:35
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
12:35 - 13:05
Partner Presentation | Moving Beyond Surveys: Using Behavioural Signals to Understand Real Experience
Traditional survey-led VoC programmes are no longer enough. With response rates at historic lows and customers expecting seamless digital experiences, organisations must combine behavioural, digital and operational signals to understand journeys in real time. This session explores how multi-signal VoC can unlock deeper insight, reduce reliance on surveys, and drive more proactive, predictive and commercially relevant CX decisions.
- Integrating behavioural signals with traditional VoC
- Using AI to interpret qualitative and unstructured insight
- Moving from reactive feedback to predictive experience intelligence
13:10 - 13:40
1:1 Business Meetings
13:40 - 14:35
Networking Lunch
14:35 - 15:05
1:1 Business Meetings
14:35 - 15:05
Lightning Debates
Lightning Debates encourage quick thinking, concise expression and active engagement. The debates are intellectual sprints, challenging you to articulate viewpoints on controversial issues effectively within tight time constraints. Vote with your feet, choose a side and defend your point of view.
15:10 - 15:40
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
15:40 - 16:10
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
