15-16 October 2019

THE BREWERY, LONDON

C3 Europe 2019 Agenda

Use the filters below to better navigate the agenda by tracks and/or day
Tracks:
Days:

Tuesday, 15 October

Wednesday, 16 October

  • 7:30 AM - 8:30 AM Registration & Breakfast
  • 8:30 AM - 10:15 AM Opening Keynote Mark Bishof, CEO, Clarabridge
    Sid Banerjee, Executive Vice Chairman, Founder & Chief Strategy Officer, Clarabridge
    Fabrice Martin, Chief Product Officer, Clarabridge
  • 10:15 AM - 10:45 AM Driven by Insights: Voice of the Consumer at Electrolux Lena Stormvinge, Knowledge Management Manager, Electrolux
  • 10:45 AM - 11:00 AM Break
  • 11:00 AM - 11:30 AM The Explosive Truth About Emotions in CX Caroline Bates, Director, Kokoro
    Alison Bainbridge, CEO & Founder, Kokoro
  • 11:00 AM - 11:30 AM TransferWise: Scaling Social Customer Service in a Rapidly Growing Space Lilli Siitka, Social Media Team Lead, TransferWise
  • 11:35 AM - 12:05 PM Difficult Journeys: Preventing and Treating Blisters Carol Newman, Head of Group Wide Root Cause Analysis and Complaint Management, Lloyds Banking Group
  • 11:35 AM - 12:05 PM Effective Customer Care in Social Channels Sid Van Alsenoy, Digital Project Manager, BNP Paribas Fortis
  • 12:10 PM - 12:40 PM Evolution or Revolution - From Operational Retail to Experience Retail Mercedes López, Sales Manager, IZO ESPAÑA
  • 12:10 PM - 12:40 PM Dropbox: A Deep Dive Into Keyword Searches & Social Listening Sheena Kenny, Social and Community Support Specialist, Dropbox
  • 12:40 PM - 1:30 PM Lunch
  • 1:30 PM - 2:00 PM 15 Ways to Revolutionize Your CX Programme Nick MacFarlane, Head of Customer Experience and Operations, Sky Spain
    Marco Cruz Galve, Senior Director, Professional Services, Clarabridge
  • 2:05 PM - 2:35 PM Enriching Dialogue – More Than Just Service Helen Schmidt-Stetter, Director, Content & Dialogue Marketing, Lufthansa
    Michaela Nepil, Manager, Social Media Engagement & Dialogue, Lufthansa
  • 2:35 PM - 2:50 PM Break
  • 2:50 PM - 3:20 PM Driving Cross Functional Voice of the Customer Programmes with LogMeIn Kathrin Bohnert, Manager Customer Experience & Intelligence Customer Care, LogMeIn
  • 3:25 PM - 3:55 PM Analyzing the Flyer Journey to Transform CX Rajeev D'Souza, Director, Analytics & Insights Global Operations, United Airlines
  • 4:00 PM - 4:30 PM Keynote: Customer Loyalty in the Age of AI Colin Shaw, Founder & CEO, Beyond Philosophy
  • 4:30 PM - 4:45 PM CX Awards Ceremony
  • 4:45 PM - 6:00 PM Closing Reception: Food and drinks will be served The Brewery
    52 Chiswell Street
    London EC1Y 4SD

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