The Local Customer Experience Leadership Event
Utrecht - 1 October 2015
If you are a leader, it's up to you to learn and adapt first, and CEX in the City is the place to do just that. Customer Experience is the essential approach when leading your organisation to reinvent your brand, culture and operations.
During the CEX in the City event, you will be inspired by successful peers and educated by industry leaders. Now is the time to make the commitment to collaborate with your industry peers and take Customer Experience (CEX) to the next level.
CEX in the City is unique experience on it's own. The CEX in the City team offers great industry speakers who will guide you through the day so you can design your own experience. We will work in both plenary sessions and breakouts so you will have the opportunity to ask the questions which are most important to you.
There will be a speed date session that will give you the chance to meet some great new contacts. Bring your business cards!
Come join us in a great inspiring location, enjoy this day, the lunch and drinks, the music and let us surprise and inspire you! Ready to be inspired? Experience CEX in the City!
Thank you to each one of our partners for making CEX in the City the leading event for customer experience leaders in the Netherlands. CEX in the City is truly a conference for Customer Experience leaders by Customer Experience leaders.
"Customer experience is everything your brand does for your customers minus everything your business processes do to them - and how it makes them feel."
The CEX in the City vision is to create a community of leaders that are willing to share their experiences regarding customer experience management and willing to mutually support each other on this exciting journey.
We aim to provide excellent content that triggers you intellectually by delivering great performers on the subject, to inspire our audience and their followers, and to activate the local customer experience professional industry.
Customer experience strategy applies to B2B just like B2C, and it touches every function in your company. If you are interested in the following topics, you will love CEX in the City!
Customer Engagement & Experience, Customer Care, Operations, Marketing, Online Customer Strategy & User Communities, Customer Insight & Satisfaction, Customer Relationship Managementm Call and Contact Centers, Loyalty, Customer Retention, Social Media, Quality, E-Commerce & Retail Technology.
"89% of companies surveyed plan to compete primarily on the basis of customer experience by 2016."
Who are the brands that are transforming their markets through innovative customer experiences?
What do they do to make their customer experience distinctive and different?
What is the impact of your culture on your experience?
Where to start with the reinvention of your own company?
How you can truly profit and strengthen your brand by delivering great customer experiences?
Not just mapping customer journeys but also making them work, and remembered?
How do you put all of this into action?
Meeting Customer Experience leaders from other organisations?
At the intersection of customer experience and technology, break-away brands are selling more product, delivering more value, and eliminating business friction. By knowing sooner what their customers want most, they can deliver it seamlessly and at lower cost. Mike knows how its done and he will reveal the patterns and the tools CEX leaders are using. You can offer world-class, tailored experiences without raising your costs!
Qaalfa's has 20+years of expertise in the customer experience space and has held senior consumer insight and strategic consulting roles with Fulcrum Analytics, Schering-Plough Pharmaceuticals and Citibank. Earlier, Qaalfa worked for the City of New York, where he oversaw medical, physical and psychological occupational health standards. Qaalfa is a customer centric transformation specialist whose clients have included FedEx, American Express, Aviva, Merck, Roche, Pfizer, Baloise, Ikea, Barclaycard, Lloyds TSB, Standard Chartered, T-Mobile, and Virgin among others.
CX Strategy Director
Matt's passion is helping organisations unlock value from CX in order to drive sustainable business growth. His own experiences of leading large service teams provides him with a perspective very much entrenched in the realities of what it takes to run a critical business function. An appreciation of how service leaders must balance the day-to-day challenges with the pressure of delivering against larger, long term business goals, underpins Matt's ability to help organisations make practical decisions about their existing and future CX requirements.
Customer Experience Technologist
CoolExperience & Qhuba
Chris is a co-founder of the CEX in the City events and will be our Master of Ceremony. Chris coaches and leads companies going through transformations with a passionate focus on using information technology and customer experience strategy.
Mark van Hagen
Mark is responsible for studies on customer demands, chain management and station development with the Dutch Railways. He has been heavily involved in public transport for over 28 years, of which the last 25 years for the Netherlands Railways. Analysing customer data and advising the management of NS is also his responsibility. The core of his activities is on knowledge development and policy making.
Yvonne van Laarhoven
Manager CX Analytics
Achieving customer goals should be easier and far more fun! We all know that easy-to-use tools and services are the ones with the biggest fan base. So delivering a great experience will increase the use and conversion of your online channels. But how can you really take customer experience to the next level? With her background in Human Technology Interaction, Yvonne knows how to translate theories of human perception, information processing and user-centered design principles into interactions for delivery of excellent experiences.
"Customer Experience is the holistic management tool which allows successful companies to invest strategically."
CEX in the City is an invitation only exclusive event, and is free for invited participants. Over a hundred of your peers are expected to join the event. We invite senior level executives which are investing in the customer experience strategies of their organisations. Please fill out the form to the left or contact one of the event partners to request an invitation.
CEX in the City will be held on 1 October in Utrecht. The exact location is shared with the participants after they accept their formal invitation.
Be inspired and take the customer experience of your company to the next level!
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