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.

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

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

Debbievan Heel

Senior Operations Manager 

at N26

John Sturm

Director, Post-Sales Operations at Meta Reality Labs

Lindsey McInerney

International Speaker, Futurist and Metaverse /Web3 Thought Leader

Oscar Rundqvist

Global Customer Experience Lead 

at H&M Group

Dame Irene Hays

Chair and Owner of Hays Travel

Ruben Löwenstein

Manager Customer Care at Samsung Benelux

Alessio Scalabrini

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

David Rickard

Vice President 

at Everest Group

Virginie Nowak

Group Chief Customer Experience at Access Bank

Ariel Claudet

Co-Founder & Metaverse Design Principal at

Ken Hughes

TED Speaker, Omnichannel CX and Consumer Insights Strategist

Hammad Al Hammadi

Director of Digital Channels at Abu Dhabi Digital Authority

Frans Leenaars  

CMO Western Region & Group Customer Experience Director at TUI Group

Frank Sherlock 

Vice President at 

CallMiner International

Duncan MacPherson 

Regional Vice President - EMEA at Centrical

Adam Kling 

Chief Revenue Officer at Platform One

Diana Schröter

Contact Center Consultant - Senior Flex Account Executive at Twilio

Daniel Ord

Founder & Director 

at OmniTouch

LIF 2022 Moderator 

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!

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.

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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