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AGENDA

SPEAKERS

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Your journey starts here

In November, the Leader Insights Forum took place in Berlin, for the first time in-person since 2019. With more than 8 hours of insightful conversations, we traveled together to our final destination – human-centric, technology powered CX.

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Discover the future of CX

Buckle up and let us guide you through “The Next Frontiers of CX”. We’ll help you navigate megatrends, challenges, and opportunities in omnichannel customer care. Download a summary of all keynotes to explore the evolving customer journey, ethical AI and new digital engagement landscapes, including the metaverse, and web3.

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Agenda: on-demand

This year we had the most comprehensive agenda ever presented at the Leader Insights Forum. It was packed with the leading CX strategists and practitioners from across the globe, sharing challenges, upcoming trends, and possible opportunities in the next frontiers of customer experience.

CX Connection in a Digital Reality

Ken Hughes

TED Speaker, Omnichannel CX and Consumer Insights Strategist

In this keynote Ken covers how we prepare our CX strategies for the next 15 years to capitalize on the intersection of technology and human empathy.

Is CX The Next Product Of The Future?

Lewis Taylor

Vice President, CX Advanced Solutions at Cisco

Lewis discovers his vision on CX as a future product, where the customer’s experience is the primary focus, and turning today’s product into an outcome, driven from their experience.

Revolutionising banking in the digital space

Debbie van Heel

Senior Operations Manager at N26

Watch Debbie speaking about the journey of N26 to build a digital bank the world loves to use, which is secure, modern, innovative and centered around the customer.

How Integrating Content Creators into Digital Product Development Can Change the Future of CX

Oscar Rundqvist

Global Customer Experience Lead at H&M Group

Oscar shares insights into the future of online retail, the battle for relevancy, and the role of content creators in creating inspirational customer experiences.

The Story of TAMM: Bringing a Citizen-centric Digital Government in Abu Dhabi to Life

Hammad Al Hammadi

Director of Digital Channels at
Abu Dhabi Digital Authority

Hammad guides us into the journey of moving from traditional siloed citizen services, to a unified citizen-centric digital citizen service delivery model.

Our Digital Future: Exploring the Metaverse & Web3

Lindsey McInerney

International Speaker, Futurist and Metaverse/Web3 Thought Leader

In this session, Futurist and Web3 Thought Leader Lindsey McInerney teaches audiences what to expect in the next iteration of the mobile web.

The Changing Face of Customer Service in a Virtual World and What it Means for Africa

Virginie Nowak

Group Chief Customer Experience at Access Bank

Join Virginie as she talks about Africa's readiness for the metaverse, what the metaverse could look like for the banking industry, and how Access Bank is driving change.

How Effective CX Solutions are Vital for Businesses During Tough Economic Times

David Rickard

Vice President at Everest Group

David shares insights into what is next for CX, the acceleration of Digital CXM and the use of analytics, chatbots and RPA as a solution to some of the economic challenges enterprises are facing.

Building an Ecosystem of Partnerships to Drive CX Transformation

Ruben Löwenstein

Manager Customer Care at Samsung Benelux

Ruben shares his experience on how to achieve tangible results in customer experience and create a culture in which CX can evolve through innovation.

Panel discussion: Human-centric, Technology Powered CX

In this expert panel discussion, experts talk about the biggest challenges and opportunities of tech powered CX ahead of us. Panel speakers will give practical examples of Human Centric Technology that powers CX and advice on the next steps for companies to enter the new CX era.

Diana Schroeter
Contact Center Consultant - Senior Flex Account Executive at Twilio

Frank Sherlock

Vice President at CallMiner International

Duncan MacPherson

Regional Vice President - EMEA at Centrical

Adam Kling

Chief Revenue Officer at Platform One

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Meet #LIF2022 Speakers

This year we had an exciting session lineup, featuring CX leaders and innovators from various industries and backgrounds joined us in Berlin.

Lewis Taylor

Vice President, CX Advanced Solutions at Cisco

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Debbievan Heel

Senior Operations Manager

at N26

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John Sturm

Director, Post-Sales Operations at Meta Reality Labs

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Lindsey McInerney

International Speaker, Futurist and Metaverse /Web3 Thought Leader

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Oscar Rundqvist

Global Customer Experience Lead

at H&M Group

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Dame Irene Hays

Chair and Owner of Hays Travel

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Ruben Löwenstein

Manager Customer Care at Samsung Benelux

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Alessio Scalabrini

Co-Founder at deverse.studio and Former Design Director, Global Brand Experience at PepsiCo

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David Rickard

Vice President

at Everest Group

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Virginie Nowak

Group Chief Customer Experience at Access Bank

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Ariel Claudet

Co-Founder & Metaverse Design Principal at deverse.studio

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Ken Hughes

TED Speaker, Omnichannel CX and Consumer Insights Strategist

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Hammad Al Hammadi

Director of Digital Channels at Abu Dhabi Digital Authority

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Frans Leenaars

CMO Western Region & Group Customer Experience Director at TUI Group

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Frank Sherlock

Vice President at

CallMiner International

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Duncan MacPherson

Regional Vice President - EMEA at Centrical

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Adam Kling

Chief Revenue Officer at Platform One

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Diana Schröter

Contact Center Consultant - Senior Flex Account Executive at Twilio

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Daniel Ord

Founder & Director

at OmniTouch,

LIF 2022 Moderator

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Two transformative days

We packed 2 full days of learning and networking with:

Actionable strategies and best practices for meeting your customers’ digital expectations.
Insights into emerging technologies such as the metaverse, web3, and AI to deliver more human-centric customer engagement.
Hours of networking with fellow CX pioneers – the Leader Insights community.

Sign up today to experience #LIF2022 on-demand!

WATCH ON-DEMAND

Departure station: Berlin

We were thrilled to return to the city where it all started. The Leader Insights forum united CX movers and shakers in Berlin back in 2017. This year we met in-person for the first time since 2019, having two truly unmissable days in the iconic Brandenburger Tor area.

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Discover new frontiers with our sponsors

We are proud to present our special partners, supported the Leader Insights Forum this year.

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I consent to receive information from Teleperformance (TP). I understand that my data will be used in accordance with TP’s Codes and Policies, and I may opt out at any time.

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Sign up today and get access to exclusive sessions on-demand!

I consent to receive information from Teleperformance (TP). I understand that my data will be used in accordance with TP’s Codes and Policies, and I may opt out at any time.

True

Sign up today and get access to exclusive sessions on-demand!

I consent to receive information from Teleperformance (TP). I understand that my data will be used in accordance with TP’s Codes and Policies, and I may opt out at any time.

True

Sign up today and get access to exclusive sessions on-demand!

I consent to receive information from Teleperformance (TP). I understand that my data will be used in accordance with TP’s Codes and Policies, and I may opt out at any time.

Two truly unmissable days in the iconic Brandenburger Tor area

Hotel Adlon Kempinski

The living legend in the heart of the vibrant city of Berlin and the official Leader Insights Forum hotel. Enjoy exclusive service and unique view of the Brandenburger Tor with a special rate secured for the LIF attendees only.

Map: Unter den Linden 77

Axica Convention Center

The place to be on the first day of the Leader Insights Foum. Located less than 1-minute walk from the Adlon hotel, Axica Convention Center will make it easy to learn, network, and share.

Map: Pariser Platz 3

Debbie van Heel

Senior Operations Manager at N26

Debbie is a passionate and dedicated people manager with over seven years of experience in fast-paced FinTech and digital technology companies. She has a proven track record in building and managing high-performance operational teams and strategy development, execution, and KPI measurement.

She is also a rigorous, task-driven professional with a strong ability to leverage fantastic communicative and interpersonal skills to interact with diverse individuals at all organizational levels.

John Sturm

Director, Post-Sales Operations

at Meta Reality Labs

John is a renowned Customer Experience Professional with a proven track record of developing world class, global, EX and CX focused teams that utilize cutting edge technologies to drive results. Unabashedly curious, his passion is to blend innovation, experimentation and customer centricity to test small and deploy big. Keeping a lens on efficiency and continuous improvement, John delivers exceptional experiences with a culture first, mission driven team. Currently John is leading the global Customer Service, Customer Experience and Repair team in the Meta Reality Labs Division, ensuring outstanding customer experience for continued growth.

Lindsey McInerney

International Speaker, Futurist and Metaverse/Web3 Thought Leader

Lindsey is a leader in web3. She has been named one of "The 30 Most Influential People in the Metaverse", as well as one of "The Most Prominent Digital Futurists to Watch Out For in 2022". An early internet nerd and tech futurist, Lindsey is consumed by the emergence of the metaverse, and excited about the ways crypto, blockchain, gaming, NFTs, and XR will change our current digital and physical landscape.

As the former Global Head of Technology and Innovation at AB InBev, she launched Cannes Lion award-nominated campaign Stella Artois into the metaverse. Most recently, Lindsey has launched a new venture with actor/producer Mila Kunis and producer Lisa Sterbakov to explore the intersection of web3 and entertainment.

Whether building hyper-growth startups or advising Fortune 500 companies, the Royal Family, or the United Nations, Lindsey has spent her career helping people understand the impact of evolving technologies and adopt them early. She speaks regularly at conferences and is sought out as a thought leader on topics ranging from crypto, NFTs, metaverse, AR, VR, XR, and web3.

Ken Hughes

TED Speaker, Omnichannel CX and Consumer Insights Strategist

With 20 years of experience as the CEO of a consumer insight agency, Ken blends his understanding of consumer and cyberpsychology, digital anthropology, behavioral economics, and retail futurology to explore the needs of the new consumer and predict the changes to come.

Ken advises some of the biggest brands in the world on customer experience, omnichannel strategy, artificial intelligence, shopper marketing, retail trends, Millennial and Gen Z shoppers, and the peer-to-peer economy. As an accomplished author, TED speaker, part-time university lecturer, and actor, his performances are insightful and thought-provoking.

Ariel Claudet

Co-founder & Metaverse Design Principal at deverse.studio

An architect, artist, and designer for the past 10 years, Ariel worked as an architect for world-renowned and award-winning studios in Paris, Tokyo, Los Angeles, Amsterdam, and the Government in Haiti.

Before founding deverse.studio, which helps brands shape the metaverse into a new thing that adds to the experience of life, Ariel led design teams at OMA - Rem Koolhaas, the Pritzker Prize-winning architecture firm in Rotterdam where he worked as an Architect – Project Manager.

His projects at OMA include retail, museums, and offices in Qatar, the second largest courthouse in France (Lille), the urban redevelopment of the second biggest business district in Europe (AZCA - Madrid), and large-scale housing development on the French Riviera (Toulon).

Centrical provides solutions for real-time performance management, microlearning, gamification, coaching, and voice of the employee for frontline teams. The unified platform inspires and personally guides the success and growth of every individual frontline employee by making every moment actionable. Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. We have offices in London, Israel, and New York. Our customers include leading multinational enterprises such as British Telecom, Coca-Cola, Microsoft, Teleperformance, and more.

www.centrical.com

CallMiner is the global leader in conversation intelligence to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyse omnichannel customer interactions at scale, allowing organisations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organisations across retail, financial services, healthcare and insurance, travel and hospitality, and more. To learn more, visit CallMiner.com, read the CallMiner blog, or follow us on Twitter, LinkedIn and Facebook.

www.callminer.com

David Rickard

Vice President at Everest Group

David is an internationally recognized CX leader and strategist with over 20 years of experience in contact center strategy, sourcing, and supplier relationship management. Before joining the Everest Group, David held customer experience leadership positions, including his seventeen year-long career at Microsoft in a global role.

Today, David leads the Everest Group’s CX management offerings globally, as well as their sourcing and vendor management offerings for EMEA clients advising senior executives on their strategic mandates and initiatives specifically related to CX.

Ruben Löwenstein

Manager Customer Care

at Samsung Benelux

Ruben stared his career in delivering the ultimate CX more than 20 years ago. With his drive to always move forward and set a new standard in customer satisfaction, his career expanded into several industries including finance, retail, and outsourcing.

Today, Ruben is leading Samsung’s Customer Care operations in the Benelux region. He is an engaging speaker, leaving his audience with empowering tools and focused mindsets. And with his “down-to-earth humor” he compels audiences to laugh while they learn.

Alessio Scalabrini

Co-founder at deverse.studio and Former Design Director, Global Brand Experience at PepsiCo

Alessio is a global design director with over 15 years of experience and a solid background in delivering innovative concepts that foster meaningful, relevant connections through a design-driven approach. He has demonstrated the ability to translate global strategies and creative visions into immersive brand experiences and consumer engagements, improving the perception and awareness and driving business value.

Before founding deverse.studio with a mission to support companies of all industries in becoming the true founders of the metaverse, Alessio led numerous brand activations and immersive experiences for global events like NFL Superbowl, Miami Art Basel, UEFA Champions League, and design and branding projects for the Milan AC HQ and Stuart Weitzman Global retail concept.

Lewis Taylor

VP of Customer Experience (CX) Advanced Solutions at Cisco

Lewis brings more than 30 years of leadership experience from the tech industry and military to his role at Cisco. He is responsible for customer experiences relating to all Advanced Solutions products and services, that accelerate agility, innovation, value, and business growth.

His forward-thinking and corporate innovation led to him being named a top 10 Black exec by Austin Black Business Journal in 2021. In his first year as Vice President of CX at Dropbox, he reinvented the CX organization, and in year two, he was awarded best CX in SaaS Vertical. As Vice President of CX for ClearData, he built a world-class organization that tripled the revenue in 2 years. Prior to joining the private sector, Lewis served in the Army’s Airborne, Ranger, and Special Operation units, as well as instructor at Army Leadership Academy, and is a Bronze Star recipient.

His passion for cultivating leadership and diversity at all levels across the organization, customer experience, and digital transformation has resulted in over 100 speaking engagements around the globe.

Oscar Rundqvist

Global Customer Experience Lead

at H&M Group

Oscar works as Global Customer Experience Lead at H&M Group. Prior to this he was Head of Growth at Sweden’s largest classifieds marketplace Hitta.se, and before that he worked within investment banking at Lazard. In parallel with these roles, he continuously stayed very close to the startup community and also founded companies of his own.

Dame Irene Hays

Chair and Owner

of Hays Travel

Dame Irene Hays is a British businesswoman and the chair of Hays Travel Group, the largest independent travel agent in the UK, which was founded by her late husband 42 years ago. She is managing the company has the highest number of travel shops in the UK and also operates via home workers and provides back-office services for 120 other independent travel agencies.

Dame Irene is a passionate advocate of the importance and value of employing young people in supporting business to both understand and embrace technology development as we move towards the metaverse era. In 2021, she was awarded a Damehood by the late Queen Elizabeth II for her service to young people, education and training.

Virginie Nowak

Group Chief Customer Experience at Access Bank

Virginie Nowak is the current Group Chief Customer Experience at Access Bank with a primary focus on ensuring CX is synergised across all subsidiaries in Africa and around the globe.

Virginie is a seasoned CX leader and certified CX practitioner with over 20 years’ experience. Currently based in Lagos, Nigeria, Virginie worked in Europe, Asia and the US across multiple industries building on her knowledge of base line to luxury products segmentation as well as front office, back office, retail, and wholesale customer experience management.

Virginie has a deep understanding of customers’ needs, requirements, and expectations. Her work focuses on setting the CX vision and delivering on the strategies that will provide seamless experiences to customers in complex environments

Frank Sherlock

Vice President at CallMiner International

Based in the UK, Frank has been with CallMiner for 4 years, during which time we have seen significant business growth in the region. Frank holds a Masters Degree in Business Administration (MBA) and a Higher National Diploma in Telecommunications engineering. He has worked in and around the contact centre and customer experience space for the last 20 years, including holding senior roles in companies such as Genesys, Intervoice, Convergys, SoundBite and CallMiner.

When not working Frank is an avid fan of Everton FC, where he is a long time season ticket holder, and enjoys golfing.

Hammad Al Hammadi

Director of Digital Channels at Abu Dhabi Digital Authority

With a 15 year career in digital government, Hammad Al Hammadi is the Director of Digital Channels at Abu Dhabi Digital Authority (ADDA). He drives and oversees the design, execution and delivery of the Unified Abu Dhabi Government Services App and Portal (respectively TAMM App and TAMM Portal), which serve millions of customers, offering more than 700 integrated digital government services for 30+ government entities.

Hammad has a MSc in Management of Information System and Digital Innovation from the London School of Economics. In his free time, Hammad enjoys photography, hiking, and kayaking with his three children.

Frans Leenaars

CMO Western Region & Group Customer Experience Director at TUI Group

Frans is a passionate Marketing and CX professional with a solid international experience in different commercial and general management positions in companies like Air France KLM and Disney Parks & Resorts.

Currently he is combining the roles of TUI Group's CMO, overseeing all marketing & customer disciplines in Belgium, Netherlands, France, with the additional responsibility of Customer Experience Director. In this capacity he leads Customer Strategy & Innovation, Consumer Insights plus all Customer Service Operations in the different locations where TUI operates.

Easy to Implement. Easy to Action. Easy to Improve

Platform One’s Experience Management software is the first and only solution designed to combine the flexibility and scalability of DIY with the power and customization of bespoke technology. We’re making it easier than ever to implement, action, and improve CX across every segment of your business. With a single platform, designed for enterprise, organizations finally have the tools they need to focus on CX action and improvement rather than just data collection and visualization.

Platform One, combined with the power of Teleperformance's CX Management, Analytics, and Consulting, powers some of the world's largest brands in driving continuous CX improvements across their organizations.

www.platform1.cx

Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. For more information about Twilio (NYSE: TWLO) (LTSE: TWLO), visit: www.twilio.com.

Adam Kling

Chief Revenue Officer at Platform One

Adam Kling is the Chief Revenue Officer at Platform One, a leader in customer experience software. He manages the global sales, marketing, and customer success organizations. Prior to joining Platform One, Adam spent 10 years building market research and CX software capability within organizations, including 7 years at Qualtrics, helping scale the business from 200 to over 3,000 employees.

Diana Schröter

Contact Center Consultant - Senior Flex Account Executive at Twilio

Diana is one of the most sought-after customer service and contact center specialists in Germany. Her expertise draws on experiences from eBay as well as the German based neobank and hyper growth startup N26. Diana now works at Twilio, a provider of flexible customer service platforms where she is the driving force behind the digital transformation of many contact centers, helping them to redesign customer service strategies, optimise efficiencies and increase productivity.

Duncan MacPherson

Regional Vice President - EMEA at Centrical

Duncan brings more than 20 years of leadership experience from the tech industry working for big corporates, such as SAP and Salesforce, more recently, scale-up organisations such as Calabrio and start-ups supporting investment rounds and an IPO.

Duncan's background initially was within the ERP space, first with Microsoft and then with various roles as an individual contributor and a leader in SAP. Winning large ERP clients and supporting them alongside strategic partners has given him first-hand experience of the tech's impact on the employee from manufacturing to the 'front of the office' across many geographies. In recent years, he has focused on the EX and CX journey connecting the digital and physical experience of working with organisations to create frictionless experiences.

Duncan is passionate about people and believes that supporting and coaching your employees improves business outcomes and the customer experience. At Centrical, Duncan can realise his passion and see first-hand how technology can help improve employee engagement and motivation, leading to improvements in front-line individual and team performance and happier employees and more successful organisations.

Daniel Ord

Founder & Director at OmniTouch,

LIF 2022 Moderator

Daniel is a leading global trainer in contact centers, customer service and CX. For 21 years he's helped and inspired people in corporations, the public sector, and national superbrands through training in CX, customer service, and contact center management.

Daniel is a CXPA-recognized training provider who has helped all levels develop mastery in CX, from CEO and senior executives through to team leaders and frontline and back-office employees. He is also a Lecturer for MBA students at Hochshule Fresenius Germany, which follows years of guest teaching at the Singapore Civil Service College and the executive education arm of Universiti Utara Malaysia.

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