Customer Centricity World Series

Conference

Over 150 case studies available to view from leading organisations from around the world

Judges presentations

Partner and Sponsor Offers at their virtual booth

Key Notes

Live Q&A

Live Panel Discussion

The Speakers

Alec Dalton

Sr. Manager of Global Quality, Marriott International
Alec specializes in service science. He is Senior Manager of Global Quality for Marriott International, and an Advisor for HorizonCX. Alec previously operated luxury hotels for The Ritz-Carlton and Disney. He co-authored both best-sellers in the Customer Experience book series.

Holly Richardson

Digital and Customer Experience (CX) Transformation Lead - Middle East, Egypt, Pakistan, Sri Lanka, Unilever
Originally from San Francisco, Holly is a modern marketing leader with strong international experience in digital marketing transformation and customer experience management. More than anything, she is passionate about driving real value for real people – customers, fellow employees and the wider community. <br><br> After introducing Customer Experience Management to Unilever Middle East and playing a leading role getting it integrated into global strategy, she is now leading CX in addition to digital acceleration, with main focus on: Strategy, Capability Building, Customer Insight & Understanding, Innovation & Experience Design and Measurement & ROI. Her accolades include 3 awards from Facebook in 2019, Nominated and named finalist for (global) CX Leader of the Year 2020 by MyCustomer.com, Awarded Global Unsung Hero of the Year by Unilever Food Solutions, a Certified Customer Experience Practitioner & member of Customer Experience Professional Association.

Gerry Donaldson

CEO, CCR3 Performance Management
Gerry Donaldson is the CEO of CCR3 a global performance management firm who focus on intelligent software systems designed to get the best from your people dynamics and ultimately protect your investment. Using instruments developed through many years of experience, the Discovery Process®️ provides a unique, in-depth Valuemetric perspective of any person.

Gerry and his team have conducted extensive research into people and their behaviours whilst working with global organisations such as Citi Bank, Ervia, Emirates, BAE Systems, Paddy Power, RBS, SPX and Tesco.

Dr Linden Brown

Chairman and Chief Value Officer, MarketCulture Strategies
Linden Brown has published 16 books, all in the field of marketing, strategy, and leadership including the latest edition of the No. 1 selling Australian university textbook, Marketing, 9th Edition, 2013 with Professor Philip Kotler, the S.C. Johnson & Son Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University. He also has extensive experience as a consultant in a range of industries — computer products and services, telecommunications, banking, retailing, hotels, building products, steel and minerals, and the education industry. As a business practitioner, he has initiated and developed a number of businesses in the transport, printing and food marketing areas, all of which operate successfully today.

The Panelists

Philip Keiken

Vice President, UX Farm Credit Services of America
Phillip Keiken is Farm Credit Services of America’s Vice President of UX and previously served as a Co-Founder with TD Ameritrade’s Innovation Incubator. He has over 20 years of experience in design and innovation. In his current role as VP, Phillip oversees experience design placing an emphasis on alignment of the organization’s customer-centric experience. Phillip is also the company design evangelist on the value of user-centered design as a strategic differentiator across the organization.

Diane Magers

Founder and CEO, Experience Catalysts
Diane is a passionate, experienced Customer Experience executive, change agent and sherpa for new and developing customer obsessed leaders. She has over 25 years of building and growing Customer and Employee focus.

Stefan Osthaus

CEO, Experience5
Stefan has been a leader in Fortune 500 companies and an advisor to multinational organizations who seek to become more customer centric for more than 20 years. His passion and expertise have helped to improve the experiences of over half a billion customers and hundreds of thousands of employees around the globe. When he doesn’t work with clients somewhere on the planet, Stefan shares his insights and anecdotes as a global keynote speaker, trainer, and author.

Beatrix Kapitany

Global Carrier Head of Customer Experience & Transformation, Deutsche Telekom
Beatrix Kapitány is Head of Customer Experience, Transformation and Business Steering at Deutsche Telekom Global Carrier. With over 20 years of business experience, she has a proven track record with successful large-scale system integration and customer experience projects as well as strategic transformation initiatives. Today, she is putting her experience in these areas to use as a member of the organization’s leadership team. In addition to working on an extensive automation and digitization program, she is involved in developing plans for Big Data utilization as well as other forecasting and analysis activities.

Agenda

DAY ONE

DAY TWO