• Why should you join

      .be inspired

      In the experience economy, customer experience can make or break your business. Learn more about the complexity and the business impact of experience design and management and see how it can strengthen businesses even in hard times.

      .learn

      During this virtual conference, we'll discuss the latest trends and best practices you need to know to solve the evolving challenges of experience design and management.

      .connect

      Connect and network with other attendees, customer experience experts, and leaders. Be a part of the community at our annual conference featuring trends, tools, and best practices of experience design and management.

    • Recorded sessions of ExperienceCon 2021

      REWATCH THE RECORDED SESSIONS UNTIL SEPT 30, 2021

      Why Understanding what customers need is fundamental to business success

      Jonathan Mindell, CEO, UK & Europe, ICG

       

      Holistic and Humanistic: How an exceptional employee experience can support your business

      Perry Timms, Chief Energy Officer, PTHR

       

      Mapping Experiences: Seeing the Unseen

      Paul Tolchinsky, Managing Principal, Performance Development Associates


      The future of customer experience

      Ian Golding Certified CX Professional,CCXP, Customer Experience Consultancy

       

      How to get senior leaders to become committed and inspired to customer experience?

      Fireside chat: Ian Golding and Laura Tengerdi

       

      CX: the power of putting customers at the center of the business

      Cecilia Hugony, Founder, Customer Experience Expert, RealCX

       

      How AI can help build empathy in Customer Experience
      Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBM

       

      Thriving vs. Surviving: How Customer Experience Drives Business Growth

      Linda Amraen, Global Director of Client Services Hospitality and Melanie Cihak, Director of Client Services BARE International

      How to connect your VoC data to your Journey Maps and get in depth analytics in real-time

      Eytan Hattem, Business Lead, Cemantica

       

      Solution Focused tools to create meaningful and fulfilling workplaces

      Elvira Kalmár, Founder, Go Beyond Project

       

      Get Ready, Get Serious, PLAY!

      Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute

       

      The most effective tools of employee experience design

      Judit Radnai-Toth and Andrea Jurecska, co-founders of HRDesignLAB

       

      Business metrics and CX metrics: how they are connected?

      Panel:

      György Káli and Attila Stampf Co-founders of Humanize,

      Diana Medimorec, Head of Customer Optimization & Enablement, Amazon Web Services

      Balázs Szabó, Founder, CX Factory

      Priszcilla Várnagy CEO, Be-novative

       

      CX maturity in organizations

      Panel:

      Ulla Jones, Service Designer, Design Thinking Coach, Podcaster & Columnist

      Marzia Aricó, Design Director at Livework Studio,

      Judit Kertész, Managing Partner, Frontira

      Case Studies

      Customer-Centric Culture, Customer Experience Strategy, Organizational Adoption & Accountability

      VOC, Customer Insight & Understanding,Metric, Measurement & ROI, Experience Design & Improvement

       

      Customer-centric transformation

      Judith van Herwaarden, Global Principal Customer Experience, HeidelbergCement Group

       

      How NOT to over promise and under-deliver on your CX programme
      Holly Richardson, Digital & CX Transformation Lead, Unilever

       

      The unexpected depth of customer text data: How to improve satisfaction and drive business growth

      Temenushka Milenkova, Senior Strategic Consultant, GemSeek

       

      CX ROI measurement at Tele2Russia

      Nina Gyubbenet, Head of Customer Experience at Tele2Russia

       

      Neuroscience-powered insights to improve Customer Journeys

      Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain

    • Meet the speakers

      Clare Muscutt

      Founder and Director

      CMXperience Ltd

      Jonathan Mindell

      CEO, UK & EuropePractice Leader - Customer Experience

      Internal Consulting Group

      Perry Timms

      Chief Energy Officer

      PTHR

      Ian Golding

      Global CX Specialist, CCXP

      Customer Experience Consultancy

      Laura Tengerdi

      Marketing and Customer Experience Professional, C-Suite

      Budapest Bank

      Francis Goh

      CEO & Founder
      (Former CEO of Mercer & Fujitsu)

      Hehsed Consulting

      Kunal Sachdeva

      Executive Partner, Hybrid- & Multi-Cloud Transformation

      IBM

      Cecilia Hugony

      Founder, Customer Experience Expert

      RealCX

      Elvira Kalmar

      Founder

      Go Beyond Project

      Eytan Hattem

      Business Lead

      Cemantica

      Andrea Hanyecz

      CCXP, Deputy Head of Retail

      Hungarian National Lottery

      Codin Caragea

      Chief Manager, Head of Customer Experience

      Bank Muscat

      Judith van Herwaarden

      Global Principal Customer Experience

      HeidelbergCement Group

      Holly Richardson​

      Digital & CX Transformation Lead

      Unilever

      Ákos Tolnai

      Founder

      AbilityMatrix

      Temenushka Milenkova​

      Senior Strategic Consultant

      GemSeek

      Nina Gyubbenet​

      Head of Customer Experience

      Tele2Russia

      Ana Iorga

      Founder and Chief Neuroscientist

      Buyer Brain

      Sirte Pihlaja

      CEO, CCXP, LEGO® Serious Play® Facilitator

      Shirute

      Mark EJ Garner

      Design Sprint Facilitator and Host of Mother Earth’s Heroes Show Podcast

      Judit Radnai Toth

      Founder

      Talentbrand

      Andrea Jurecska

      CHRO

      - HRDesignLab Co-founder

      United Consult

      György Káli

      Co-founder

      Humanize

      Csaba Földházi

      Director of Agile at Scale

      ShiwaForce

      Attila Stampf

      Co-founder

      Humanize

      Balázs Szabó

      Founder

      CX Factory

      Diana Medimorec

      Head of Customer Optimization & Enablement

      Amazon Web Services

      Judit Kertész

      Managing Partner

      Frontira

      Marzia Aricó

      Design Director

      Livework Studio

      Ulla Jones

       Service Designer, Design Thinking Coach, Podcaster & Columnist

      Linda Amraen

      Global Director of Client Services, Hospitality

      BARE International

      Melanie Cihak

      Director of Client Services

      BARE International

      Paul D. Tolchinsky

      Managing Principal

      Performance Development Associates

      János Pereczes

      Chief Digital Officer

      MKB Bank

      David Conway

      Managing Principal

      KPMG UK

      Priszcilla Várnagy

      Founder & CEO

      Be-Novative

    • See the agenda

      LIVE ONLINE: MAR 11, 09:15 AM – 06:10 PM (CET)

      REWATCH THE LIVE & RECORDED SESSIONS UNTIL SEPT 30, 2021

       

      The program may be subject to change.

      MORNING SESSIONS

      09:15-09:25 Welcome to Experiencecon 2021

      Judit Radnai Tóth, Laura Tengerdi, György Káli co-founders and organisers of ExperienceCon


      09:25 - 09:55 Humanising the Customer Experience, by Design

      Clare Muscutt Founder and Director, CMXperience Ltd

      live only
       

      09:55 - 10:20 Why Understanding what customers need is fundamental to business success

      Jonathan Mindell, CEO, UK & Europe, ICG

      live&recorded
       

      10:20 -10:45 Holistic and Humanistic: How an exceptional employee experience can support your business

      Perry Timms, Chief Energy Officer, PTHR

      live&recorded


      11:00 - 11:25 The future of customer experience

      Ian Golding Certified CX Professional,CCXP, Customer Experience Consultancy

      live&recorded

       

      11:25 - 11:45 How to get senior leaders to become committed and inspired to customer experience?

      Fireside chat: Ian Golding and Laura Tengerdi

      live&recorded


      11:45-12:10 How to use CX be the competitive advantage for your business?

      Francis Goh Founder & CEO, Hehsed Consulting

      live only

       

      12:10-12:15 Collaborative Discovery Session Intro - How might we convince senior management to consider customer experience as a strategically important topic?

      Priszcilla Várnagy CEO, Be-novative

      AFTERNOON SESSIONS

      Transformation, Toolkit, Case Studies

      13:00 - 13:25 The Six Pillars of Customer Experience

      David Conway, Director, KPMG UK

      live only
       

      13:25 - 13:50 CX: the power of putting customers at the center of the business

      Cecilia Hugony, Founder, Customer Experience Expert, RealCX

      live&recorded
       

      Recorded: How AI can help build empathy in Customer Experience
      Kunal Sachdeva, Executive Partner, Hybrid- & Multi-Cloud Transformation, IBM

      recorded only

       

      BREAKOUT ROOM I.

      14:10 - 14:35 How to connect your VoC data to your Journey Maps and get in depth analytics in real-time

      Eytan Hattem, Business Lead, Cemantica

      live&recorded

      14:35 - 15:35 Presenting Case Studies

      Customer-Centric Culture, Customer Experience Strategy, Organizational Adoption & Accountability

      Room Hosts: Laura Tengerdi and Andrea Hanyecz

      Customer-Centric Culture

      14:35-14:55 The building blocks of a customer-centric culture. How to embed customer-centricity in the DNA of your company

      Codin Caragea, Chief Manager, Head of Customer Experience Bank Muscat

      live only
       

      Customer Experience Strategy

      14:55 - 15:15 Customer-centric transformation

      Judith van Herwaarden, Global Principal Customer Experience, HeidelbergCement Group

      live&recorded

       

      Organizational Adoption & Accountability

      15:15 - 15:35 How NOT to over promise and under-deliver on your CX programme
      Holly Richardson, Digital & CX Transformation Lead, Unilever

      live&recorded

      BREAKOUT ROOM II.

      14:10 - 14:35 Solution Focused tools to create meaningful and fulfilling workplaces

      Elvira Kalmár, Founder, Go Beyond Project

      live&recorded

      14:35 - 15:35 Presenting Case Studies

      VOC, Customer Insight & Understanding,Metric, Measurement & ROI, Experience Design & Improvement

      Room Host: Akos Tolnai

      VOC, Customer Insight & Understanding

      14:35 - 14:55 The unexpected depth of customer text data: How to improve satisfaction and drive business growth

      Temenushka Milenkova, Senior Strategic Consultant, GemSeek

      live&recorded
       

      Metric, Measurement & ROI

      14:55 - 15:15 CX ROI measurement at Tele2Russia

      Nina Gyubbenet, Head of Customer Experience at Tele2Russia

      live&recorded
       

      Experience Design & Improvement

      15:15 - 15:35 Neuroscience-powered insights to improve Customer Journeys

      Ana Iorga, Founder and Chief Neuroscientist, Buyer Brain

      live&recorded

      BREAKOUT ROOM I.

      15:45 - 16:00 Get Ready, Get Serious, PLAY!

      Sirte Pihlaja, CEO, CCXP, LEGO® Serious Play® Facilitator, Shirute

      live only
       

      16:00 - 16:20 Design Sprint Workshops - Moving from in-person to remote

      Mark EJ Garner, Design Sprint Facilitator and Host of Mother Earth’s Heroes Show Podcast

      live only
       

      16:20 - 17:00 Business metrics and CX metrics: how they are connected?

      Panel:

      György Káli and Attila Stampf Co-founders of Humanize,

      Diana Medimorec, Head of Customer Optimization & Enablement, Amazon Web Services

      Balázs Szabó, Founder, CX Factory

      Priszcilla Várnagy CEO, Be-novative

      live&recorded

      BREAKOUT ROOM II.

      15:45 - 16:00 The most effective tools of employee experience design

      Judit Radnai-Toth and Andrea Jurecska, co-founders of HRDesignLAB

      live&recorded
       

      16:00 - 16:20 How to design an agile employee journey

      Csaba Földházi, Director of Agile at Scale, ShiwaForce

      live only
       

      16:20 - 17:00 CX maturity in organizations

      Panel:

      Ulla Jones, Service Designer, Design Thinking Coach, Podcaster & Columnist

      Marzia Aricó, Design Director at Livework Studio,

      Judit Kertész, Managing Partner, Frontira

      live&recorded

      CLOSING SESSIONS

      17:10 - 17:30 Thriving vs. Surviving: How Customer Experience Drives Business Growth

      Linda Amraen, Global Director of Client Services Hospitality and Melanie Cihak, Director of Client Services BARE International

      live&recorded

       

      17:30 - 17:55 Mapping Experiences: Seeing the Unseen

      Paul Tolchinsky, Managing Principal, Performance Development Associates

      live&recorded
       

      17:55 - 18:10 Closing Remarks

      For this event, you can earn 6 Continuing Education Units (CEU) for the Certified Customer Experience Professional (CCXP) designation.

    • Sponsors & Partners

      If you’re interested in sponsoring ExperienceCon, please

    • Media Partners

    • Organizers

      Judit Radnai Tóth

      Co- founder

      ExperienceCon

      György Káli

      Co- founder

      ExperienceCon

      Laura Tengerdi

      Marketing and Customer Experience Professional, C-Suite

      Budapest Bank

    • Previous Events

      SERVICE DESIGN DAY BUDAPEST

      VIRTUAL AGILE COMMUNITY OF PRACTICE

    • Social Feed

    Contact: [email protected]

     

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