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 Dalton, CRDE, CHIA inspires operational excellence through service science. Alec began his career in hospitality and CX by operating five luxury hotels for The Ritz-Carlton Hotel Company and Walt Disney Parks & Resorts. He now serves as Sr. Manager of Global Quality for Marriott International, managing quality systems that support a global portfolio of nearly 7,500 hotels across 30 leading brands. Alec is also Co-Founder and Principal of the Hospitality Leadership Academy, a consultancy helping B2C businesses improve customer experiences through frontline service training and management consulting. Alec co-authored the first two international best-sellers in the series Customer Experience, and he is co-editor of the forthcoming textbook Operations Management in the Hospitality Industry. In 2018, Hotel Management Magazine named him to the "30 Under 30" list of rising hospitality executives. In 2021, the Customer Experience Professionals Association recognized him as an inaugural recipient of the Emerging Leader in CX Award. Alec proudly serves on the Advisory Board of HorizonCX and as a Judge for both the North American Customer Centricity Awards and the Customer Centricity World Series.
Holly Richardson
Digital and Customer Experience (CX) Transformation Lead
Holly Richardson is the Digital & CX Transformation Leader. For the past 5 years, she has collaborated with international leaders to transform data, systems, people and capability to increase customer centricity, operational efficiency and sales effectiveness.
Holly has more than 16 years of experience in London, Dubai, Madrid, Germany and the United States. She has driven meaningful impact for large multinationals in financial services and FMCG as well as startup digital agencies that experienced stratospheric growth during her tenure.
Holly has won several external awards for her use of innovation, data-driven marketing and purpose-driven strategy. She has also been recognized globally for the impact she has made and was a finalist for CX Leader of the Year 2020, by MyCustomer.com. She is a regular speaker at Customer Experience events worldwide, as well as member of the Customer Experience Professionals Association and Chartered Institute of Marketing UK.
More than anything, Holly is passionate about driving real value for real people – customers, employees and the wider community. Holly is based in Dubai with her husband and two children aged 11 and 7.
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.
Sean Crichton-Browne
Head of Global Partnerships & Customer Engagement, MarketCulture
Sean Crichton-Browne for the past 5 years has been helping companies strengthen their customer-centric culture across the world. He has wide business experience in how companies develop a focus around customers that helps them to grow and prosper. Sean's role at MarketCulture is customer and partner engagement. His expertise has come from being on the front line with a deep knowledge and experience in sales and sales management.
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
- 8:00am CT / 2:00pm CET / 5:00pm UAE - Welcome!
- 8:15am CT / 2:15pm CET / 5:15pm UAE - Showstopping CX: Earning Encores with Exceptional Experiences
- 8:45am CT / 2:45pm CET / 5:45pm UAE - Alec Dalton - Live Q&A
- 9:30am CT / 3:30pm CET / 6:30pm UAE - How Not to Overpromise and Underdeliver on Your CX Programme
- 10:15am CT / 4:15pm CET / 7:15pm UAE - Worthix Index Award
- 10:45am CT / 4:45pm CET / 7:45pm UAE - Optimising Your Workforce Through Mathematics
- 11:15am CT / 5:15pm CET / 8:15pm UAE - Gerry Donaldson - Live Q&A
- 11:45am CT / 5:45pm CET / 8:45pm UAE - Closing Statements
DAY TWO
- 8:00am CT / 2:00pm CET / 5:00pm UAE - Welcome!
- 8:05am CT / 2:05pm CET / 5:05pm UAE - Building and Sustaining a Customer Centric Culture
- 8:35am CT / 2:35pm CET / 5:35pm UAE - Dr Linden Brown & Sean Crichton Browne - Live Q&A
- 9:30am CT / 3:30pm CET / 6:30pm UAE - Panel Discussion
- 10:45am CT / 4:45pm CET / 7:45pm UAE - Virtual Awards Ceremony
Purchase Your tickets
What you Receive
- Access to the Virtual Auditorium with 4 talks from 4 CX thought leaders
- Access to the panel discussion and opportunity to have your questions answered
- Access to the Virtual Awards Finals with your chance to choose from over 150 CX Case Studies
- Network with like-minded CX practitioners in our virtual event networking platform
