Explore challenges and opportunities in the new digital era and deliver excellent omnichannel customer experience whenever and wherever your clients are.
Download key learnings from the leading CX strategists and practitioners who shared them at the Leader Insights Forum in Berlin. By the end of this paper you will learn:
Current challenges, upcoming trends, and potential opportunities in CX
New digital engagement landscapes, such as the metaverse, and web3
Practical examples of staying relevant to the ever-evolving customer journey
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Meet the Experts
Download a summary of all keynotes from the Leader Insights Forum in Berlin to learn from the leading CX strategists and practitioners.
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.
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.
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.
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.
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.
