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Get access to the episodes of the recent Bonus Day of the Leader Insights Forum: From Survive to Thrive with more actionable insights, tactical advice, and tools for building your own path to thriving!

 

LEARN ABOUT THE NEXT BIG THING IN CX - THE VIDEO CHANNEL

LEARN ABOUT THE NEXT BIG THING IN CX - THE VIDEO CHANNEL

LEARN ABOUT THE NEXT BIG THING IN CX - THE VIDEO CHANNEL

LEARN ABOUT THE NEXT BIG THING IN CX - THE VIDEO CHANNEL

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

59839565 0 LIF Bonus Day Agenda 1

SETTING A NEW STANDARD FOR DIGITAL CUSTOMER SERVICE

Hear how Audi adapted its service structure and culture, empowered employees, and made it easier for connected customers to get answers.

 

 

STEVEN STEIN

Director - Digital Services, Business Development & Support at Audi


REDUCE TIME, COST, AND FRICTION: WHY DO INTERACTIONS REQUIRE VIDEO

These days video interactions are the norm. Learn what customers expect, the advantages of video across industries, and how to start now.

 

 

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

 

 

DANNY KUIVENHOVEN

Head of Digital Transformation EMEA at Teleperformance


HOW TO MAKE INTRAPRENEURSHIP A SUCCESS WITHIN YOUR COMPANY

Gain practical steps into applying ‘intrapreneurship’ in your organization to unlock innovation capabilities and accelerate revenue streams.

 

 

ANDY CARS

Innovation Strategist & CEO at Lean Ventures International


ABANDON YOUR CX STRATEGY TO DELIVER WHAT YOUR CUSTOMERS REALLY WANT

90% of CX strategies never work. Learn why, along with some new ways of thinking and revolutionary ideas for providing great experiences.

 

 

PHILIPP KRISTIAN

TEDx Speaker, Pioneering Human Transformation


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With this year's theme is "From Survive to Thrive" we presented the global thriver's post-crisis success playbook as a set of actionable insights, tactical advice, and tools for consideration throughout the transition towards thriving.

Catch up on what you missed or revisit your favorite episodes on demand.

Day 1

Day 2

THE OFFER YOU CAN’T REFUSE: WHAT IF CUSTOMERS WANT MORE THAN EXCELLENT SERVICE?

Steven will discuss going beyond excellent service to a “partner in life” strategy that creates new value for your customers and business.

  STEVEN VAN BELLEGHEM

  Keynote Speaker, Author, and Entrepreneur  

SECRETS OF MARKET LEADERS: KEY TRENDS AND SOLUTIONS FOR DIFFERENTIATING YOUR BUSINESS

Uncover the latest experience and business trends – and how to address them – for turning your business into a competitive market leader. 

  JOAO CARDOSO

  Regional President (France, Italy, Germany) at Teleperformance



WHY FIRST-PARTY DATA FROM RETAILERS CAN BE A GAME CHANGER

From activating retail data with AI and digital automation to managing change and evolving culture, see how to become a data-driven company.

  THOMAS RUDELLE

  Growth Director and Retail Media Evangelist at Carrefour Links

THE AFRICAN ADVANTAGE: THE VALUE OF PROBLEMS. AFRICA BECOMING A NET EXPORTER OF DIGITAL TECHNOLOG

Meet modern Africa: Explore how market challenges give African entrepreneurs an advantage in innovating and exporting new digital solutions.

  RAPELANG RABANA

  Technology Entrepreneur



BACK TO THE FUTURE OF CX STRATEGY

Dive into the future of CX. Examine important trends – building customer trust, social and conversational commerce, and the impact of AI.

  CHRIS TRANQUILL

  Global Chief of Strategy at Khoros

MISSION NOT IMPOSSIBLE: HOW TO ENGAGE PEOPLE, DRIVING TRANSFORMATION DURING A PANDEMIC

Discover TUI’s path to transformation in a rapidly changing environment where success depends on restoring customer and employee confidence.

  CHRISTINA MARTIN

  Global Head of Customer Service at TUI



VIRTUALLY POSSIBLE: REIMAGINING THE WORKFORCE

The COVID-19 pandemic has reshaped existing workforce trends and catalyzed new ones. Fabio will talk about todays and future challenges to create and motivate teams in remote, hybrid, and fluid conditions.

  FÁBIO LUÍS

  Global Head of Cloud Campus at Teleperformance  

CAN INTELLIGENT AUTOMATION BE THE SECRET TO DELIVERING PERSONALISATION AT FRACTION OF THE COST?

Get insights into accelerating customer satisfaction while empowering agents to proactively manage relationships with AI and automation.

  HUW WILIAMS

  Contact Center and CX Industry Lead at UiPath  



GAINING THE REAL BENEFITS OF DIVERSITY FOR YOURSELF AND YOUR ORGANIZATION

Diversity is a hot topic today. Get practical advice for your path to leadership and gaining the benefits of diversity in your organization.

  LEWIS TAYLOR

  VP of Customer Experience (CX) Services at Cisco

DIGITAL TRUST, COMPLEXITY AND SAFETY

In this age of user-generated content, discover how to use a consistent approach to overcome the challenges of moderation and user trust.

  AKASH PUGALIA

  Global Trust and Safety President at Teleperformance



SURVIVING TO THRIVING: PUTTING THE HUMAN IN TRANSFORMATION

Philipp believes a global reset is imminent. Learn why proactive transformation with a human emphasis is a key to thriving in the next era.

  PHILIPP KRISTIAN

  TEDx Speaker, Pioneering Human Transformation

LEADERSHIP CULTURE AND MINDSET, THE LIGHTHOUSE OF THE POST-CRISIS GROWTH

Thriving post-pandemic takes a new leadership mindset. Discover how a fresh approach can take your team to breakthrough performance.

  TATIANA QUAIFE

  Marketing Executive (Airbnb, Disney, P&G)


HOW A REMARKABLE CUSTOMER EXPERIENCE CAN BE YOUR BEST SALES AND MARKETING STRATEGY

Learn an easy five-step framework and see successful examples of experiences that turn customers into your best marketers and salespeople.

  DAN GINGISS

  Keynote Speaker

 

MEET OUR SPEAKERS

 

THOMAS RUDELLE

Growth Director and Retail Media Evangelist at Carrefour Links

 An accomplished and inspiring  Customer Experience leader with decades of experience in leading digital CX programs.

  

 

RAPELANG RABANA

Technology Entrepreneur

Internationally renowned technology entrepreneur, Rapelang, has 15 years of experience in building innovative technologies.

  

 

TATIANA QUAIFE

Marketing Executive (Airbnb, Disney, P&G)

A purpose-driven inspirational speaker, coach, and thought-leader.

  

 

LEWIS TAYLOR

VP of Customer Experience (CX) Services at Cisco

Lewis is an internationally recognized CX expert, keynote speaker, and customer service veteran.

  

 

DAN GINGISS

Keynote Speaker

Dan Gingiss is an international keynote speaker and coach, who believes that a remarkable customer experience is your best sales and marketing strategy.

  

 

CHRISTINA MARTIN

Global Head of Customer Service at TUI

Christina is an internationally recognized Customer Experience Expert, Keynote Speaker, and Customer Service Leader, today heading up TUI's Customer Service Organization globally.

  

 

LEWIS TAYLOR

VP of Customer Experience (CX) Services at Cisco

Steven's focus is on customers in the digital world and their behavior in the Day After Tomorrow.

  

 

JOAO CARDOSO

Regional President (France, Italy, Germany) at Teleperformance

Customer experience professional with vast technical background and experience working with clients in multiple European markets.

  

 

AKASH PUGALIA

Global Trust and Safety President at Teleperformance

Akash is a creative and business savvy professional with 20 years of experience across a broad range of business process services.

  

 

PHILIPP KRISTIAN

TEDx Speaker, Pioneering Human Transformation

Philipp Kristian is a TEDx storyteller and global innovation and trust pioneer.

  

 

HUW WILIAMS

Contact Center and CX Industry Lead at UiPath

Customer experience and customer contact industry expert with over 25 years of working in operational, technical and consulting roles.

  

 

FÁBIO LUÍS

Global Head of Cloud Campus at Teleperformance

Fabio Luis is global leader who’s helping organizations navigate and manage successfully virtual and hybrid workforce operations.

  

 

CHRIS TRANQUILL

Global Chief of Strategy at Khoros

A versatile executive running high-growth business units in a global digital-first customer engagement software company.

  

 

HAKIM MEHMOOD

Vice President and General Manager of Product at Twilio

Internationally recognized professional and tech savvy leader, helping organization build amazing experiences to engage with customers.

  

 

STEVEN STEIN

Director - Digital Services, Business Development & Support at Audi

Experienced Senior Manager with a demonstrated history of working in the automotive industry.

  

 

ANDY CARS

Innovation Strategist & CEO of Lean Ventures International

He coached more than 200 startup teams on how to take their ideas to market and has worked with some of the world’s largest companies to help build their innovation capabilities.

  

 

DANNY KUIVENHOVEN

Head of digital transformation at Teleperformance EMEA

Danny is thought leader on the transformation of customer relationships.

  

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The event agenda features online industry-specific conversations with respected business trailblazers, proven industry experts, and fearless innovators who found growth and scaled in the middle of the most challenging global crisis of our time.

 

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