As the leading European conference dedicated to digital customer experience, this event brought together leaders from across the European digital CX community. Some of the key topics we covered were:
These discussions have helped to advance the European digital CX sector. Thank you for being a part of it. We look forward to seeing you in 2017 when we will continue the conversation with the latest developments in this field.
This is the year’s biggest and most important Digital CX event!
Mr. Erik F. Varwijk has been Executive Vice-President of Commercial at Virgin Atlantic Ltd. since June 15, 2015 and is responsible for leading all commercial teams across the business. Mr. Varwijk served as Managing Director of KLM Royal Dutch Airlines until March 1, 2015 and served as its Member of Board of Managing Directors since July 1, 2011until March 1, 2015. Mr. Varwijk served as Executive Vice-President of Cargo at Air France-KLM SA since July 1, 2013 until March 1, 2015. Mr. Varwijk served as Executive Vice President of International & The Netherlands and Managing Director of KLM at Air France-KLM. Mr. Varwijk served as an Executive Vice President of Commercial for KLM Royal Dutch Airlines. Mr. Varwijk served as an Executive Vice President of Commercial Passenger Business of KLM and Executive Vice President of International and The Netherlands of the Air France-KLM Group at Air France-KLM. Mr. Varwijk served as Senior Vice-President of International Marketing of KLM and Senior Vice-President of International Marketing of Air France-KLM Group for Air France-KLM. He graduated with Business Economics from Vrije Universiteit Amsterdam.
Nikolina is a digital professional with 20 years’ experience developing and growing global digital B2B and B2C data and insight driven business propositions through product management, commercial improvement programmes and strategic framework development.
She started her international career rotating through a number of customer facing positions - customer service, client training and sales - where she gained a passion for putting customers first and providing excellence in customer experience.
Nikolina developed an interest in the dynamics of the digital world early on, and has, ever since, built successful consumer and enterprise propositions from scratch, including the Reuters personal finance and news website. She also implemented a Thomson Reuters knowledge management program supporting call centre business transformation across 6 continents, driven Reuters Customer Zone experience, and championed convergence in service and product experience through the provision of contextual help within Thomson Reuters financial desktop products.
In Vodafone Group Digital, Nikolina has been driving global digital service excellence and social media strategy across 21 Vodafone markets over last four years. Her recent work on improving Help and support journeys on the Vodafone consumer Web, Mobile and App, furthermore improved My Vodafone and Vodafone Communities experience is already generating commercial value.
Nikolina continues to progress her passion for excellence in customer experience with digital at the forefront, in her new role in Skype where her main task is to modernise digital customer support experience for 600 million Skype consumers worldwide.
In 1989 he graduated in Business Management and Administration at the Catholic University of Milan. In 1993 he has got the McKinsey MBA in Copenhagen.
For 14 years, he worked in the Management Consulting industry:
For 18 years, he worked in the Retail Banking industry
In 1996 he has been a EU Commissioner for the XIII Direction (Innovation & Technology).
From 2012-2015 he was the Chairman of EFMA Retail Distribution Council.
Nowadays, he is the Owner of Concept & Design Lab specialized in Fintech & Innovation
Mariana is responsible for the Customer Behavior Strategy for Accor Group worldwide. Her main responsibility is to identify and collect customer data, to analyze, study and understand the customer behavior throughtout its journey to develop, provide, and recommend marketing actions plans according to the new customer centric strategy.
Neil has developed, designed and managed digital experiences for over 20 years.
After a few years running Aberystwyth University’s website, in 1999 Neil joined the then relatively unknown Amazon.co.uk, as one of the first members of the development team, ultimately becoming the Head of European Retail Customer Experience. In 2006 he began working for another small start-up, Skype, as Experience Manager for the Skype for Windows client.
More recently, Neil worked at Shazam before joining Wonga.com, setting up their first User Experience team.
In 2015, Neil moved to the countryside to work for comparethemarket.com. As Associate Director of Mobile Experiences, he applies his passion for user-centred design to the strategy and delivery of their mobile apps, including the popular ‘MEERKAT MOVIES’ app.
Outside of work, Neil occasionally gets to spend time with Hollywood stars, chaperoning his 9-year-old actor son.
Josh is a Senior Customer Experience leader and digital technologist with 20 years’ varied experience delivering digital transformation programmes in retail, telecoms, FMCG and media. He has led omnichannel technology and customer experience transformation projects for FTSE100 companies including BT, Pearson, Sainsbury’s and Unilever and is passionate about customer experience and transformational application of technology to create new opportunities across customer experience, commercial and technology disciplines. Josh track record of delivering multi/omnichannel and pure play digital initiatives, new service roll out, business transformation and organizational/operational change.
Commercially focussed senior Certified Customer Experience Professional (CCXP) who has worked across a range of industries and challenges. Strong focus on creating customer centred organisations and passionate belief in the profitability of meaningful customer experiences. I believe that putting the customer at the heart of your organisation will deliver both immediate improvements and sustainable long-term benefits. I have seen throughout my career that you can not silo CX work into one ‘creative corner’ of your company or think of it as a bolt on to the latest new project your are delivering. My experience combines a strong background in User Centred Design methodologies with organisational design and capability building experience. I am comfortable with the CEO and the junior analyst and believe that you must work with both to achieve your aims. I’m interested in working with management teams & helping organisations who are passionate about • Creating meaningful and profitable customer experiences • The journey towards a customer centred organisation • Understanding and measuring their customer experience I work across the core CX Competencies • Customer Experience Strategy • Experience Design, Improvement, and Innovation • Customer-Centric Culture • Organisational Adoption and Accountability • Voice of the Customer, Customer Insight, and Understanding • Metrics, Measurement, and ROI Specialties: Customer Experience, Customer Strategy, Customer Led Business, Design Thinking, Customer Journey Mapping, Voice of Customer, CX Metrics and Measurement, Customer Insight, Embedding Organisational Change, Service Design, Proposition Development, User Experience, Information Architecture, Customer Experience Design, Creative Design, Executive Coach, Climate Change, Sustainable Business