Connect with purpose.
Spark new thinking.
Shape the future.
Join an intimate gathering of industry leaders and practitioners.
Discover how omnichannel insights, conversational intelligence, and AI-powered innovation are driving smarter strategies and measurable impact for organisations.
Leave inspired—with valuable connections and a clear path forward.
Space is limited. Secure your spot today.
Agenda
9:00 - 10:00
Registration and Networking Breakfast
10:00 - 10:45
Opening Keynote
Medallia Vision
Mark Bishof, CEO at Medallia
Sid Banerjee, Chief Strategy Officer at Medallia
Fabrice Martin, Chief Product Officer at Medallia
10:45 - 11:15
Break
11:15 - 11:50
Customer Panel: From Insights to Action: Unlocking the Power of Experience Intelligence
Julia Murphy, Head of Customer Experience at Three
Paloma Pajara, Customer Experience Manager at SANTALUCÍA
Monika Schweitzer, Global Head of CX Program at DHL Express
Moderator: Jim Miller, Senior CX/EX Advisor at Medallia
12:00 - 12:35
Breakout
Option 1:
Driving Loyalty Through Experience: Volkswagen Group’s CX Transformation
Nick Ratcliffe, Customer Experience Director at Volkswagen Group UK
Jamie Thorpe, Chief Experience Officer at Ipsos
Option 2:
Medallia-Led Session: Omnichannel Listening – Capturing the Voice of the Customer Everywhere
Matt Churchill, Senior Director CX/EX Advisory at Medallia
12:35 - 13:45
Lunch / Analyst Lunch & Session
13:45 - 14:20
Medallia-Led Session: Demonstrating Value: Strategies to Showcase Impact and ROI
Claudia Frisch, CX Manager at Generali Austria
Dr. Anna Steinhage, Director, Strategy Analytics at Medallia
14:30 - 15:05
Breakout
Option 1:
Customer Story: JLR’s Journey to Real-Time, Personalized Experiences
Leena Parmar, Head of Marketing Technology at JLR
Option 2:
Medallia-Led Session: Breaking Down Silos: Practical Tips for Integrating Your CX & EX Strategies
Eleanor Telling, Senior Director CX/EX Advisory at Medallia
Claudia Trice, Principal CX/EX Advisor at Medallia
15:05 - 15:40
Break
15:40 - 16:25
Closing Keynote
Customer Panel: Loyalty Unlocked: The Art of Winning Lifelong Customers
Marco Ottaviani, Head of CRM and Customer Activation at MSC Cruises
Gabriela Vargas, HQ – Voice of Customer Program Leader at Decathlon
Moderator: Enrique Gómez, Principal CX/EX Advisor at Medallia
16:30 - 18:00
Networking Reception
Sponsors
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