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Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

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Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

Speakers

Sample of Keynote Speakers and their Case Studies

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Quentin Descat

Head Global Cardiovascular – Commercial Launch Brands Lead

CASE STUDY

The Employer Experience Proposition

Global Internal Benchmark for key HR Metrics. Key HR Metrics are aggregated and shared globally between different regions so each region can compare their own results with others within Sony. This is a good use case of how own data is utilised and leveraged in a global scale.

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BackgroundWhite BrandTrue
Valentina Cesani Rail Europe SAS

Valentina Cesani

Chief Operating Officer

CASE STUDY

Turning Customer Support into a Strategic Asset: The Rail Europe Journey

In this session, we’ll explore how Rail Europe transformed its approach to customer support — from a reactive necessity to a value-generating, brand-defining function. It’s the story of how aligning strategy, technology, and human touch turned service into a competitive advantage.
We’ll unpack the mindset shift, operating model, and leadership alignment required to turn customer support into a true business asset.

Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.

To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.

Show More
Deutsche Telekom Logo
Mery Katalin Deutsche Telekom

Katalin Méry

Customer Service Director

CASE STUDY

Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction

In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.

Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.

Show More
Belfius.svg
1Francois Gengoux Belfius Bank

François Gengoux

Head of Omnichannel Customer Support

CASE STUDY

Leading Change: Belfius’ Journey in Customer Care and AI Innovation

Presentation on Belfius’ transformative journey in customer care and AI innovation. Discover how we are not just adapting to change, but leading it, driven by our commitment to customer satisfaction and technological advancement. Learn about our achievements, the challenges we face, and our vision for the future. Be part of our story as we continue to elevate the customer experience and set new standards in the industry.

In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.

Show More
Elisa
Kristina Judina Elisa

Kristina Judina

Head of Customer Unit

CASE STUDY

More Efficient Customer Service — Beneficial for Both the Company and Customers

Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.

In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.

Show More
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Eve Psalti Microsoft

Eve Psalti

Senior Director

CASE STUDY

Engineering the Future: Harnessing the Power of AI to Drive Business Growth

In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:

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By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.

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BackgroundWhite BrandTrue
Valentina Cesani Rail Europe SAS

Valentina Cesani

Chief Operating Officer

CASE STUDY

Turning Customer Support into a Strategic Asset: The Rail Europe Journey

In this session, we’ll explore how Rail Europe transformed its approach to customer support — from a reactive necessity to a value-generating, brand-defining function. It’s the story of how aligning strategy, technology, and human touch turned service into a competitive advantage.
We’ll unpack the mindset shift, operating model, and leadership alignment required to turn customer support into a true business asset.

Some medicines are known or suspected to increase the risk of birth defects and developmental disorders when taken during pregnancy. As a result, product information for these medicines advises avoiding pregnancy during treatment and emphasises the importance of contraception. Oral contraceptives are the most widely used birth control method among women of reproductive age. However, poor adherence, mainly due to forgetting or irregular pill intake, is the leading cause of unintended pregnancies among oral contraceptive users.

To address this issue, digital reminder systems have been proposed to help women stay consistent with their birth control regimen. Yet, studies show that daily text message reminders alone have not significantly improved adherence to birth control pills. This presentation explores women’s experiences with birth control and investigates how digital technology can better support patients in improving adherence to medication treatments.

Show More
4 24 2
Deutsche Telekom Logo
Mery Katalin Deutsche Telekom

Katalin Méry

Customer Service Director

CASE STUDY

Growing Your CX in A Contact Centre by Increasing Customer & Employee Satisfaction

In today’s fast-paced and competitive world, truly understanding your customer’s needs is essential to staying ahead. This session will explore how to build a culture where the customer’s voice drives every decision, from strategy to daily operations. We’ll discuss how to gather deep insights, turn feedback into meaningful action, and create a connected experience that goes beyond transactions. By empowering both customers and employees to share their voices, we can unlock new opportunities for growth, loyalty, and innovation.

Payit is UAE’s first fully featured digital wallet. This presentation narrates the story of how a digital wallet transformed financial transactions for families and communities in the region into joyful moments by thoughtfully curating experiences centred around customers’ spending, sending, and borrowing moments, enabled by the comfort and convenience of digital. This led to the wider acceptance of Payit and an upsurge in usage and profitable revenues.

Show More
1 21 2
RE1Mu3b
Eve Psalti Microsoft

Eve Psalti

Senior Director

CASE STUDY

Engineering the Future: Harnessing the Power of AI to Drive Business Growth

In today’s rapidly evolving digital landscape, businesses must innovate to stay ahead. AI is no longer just an advantage — it’s a necessity for optimising operations, enhancing decision-making, and driving growth. This presentation explores how AI transforms business operations through:

Show More

By leveraging AI’s full potential, businesses can streamline workflows, enhance customer experiences, and drive innovation at scale. This presentation will showcase real-world applications and strategies to effectively integrate AI into your organisation, paving the way for a smarter and more competitive future.

66
Belfius.svg
1Francois Gengoux Belfius Bank

François Gengoux

Head of Omnichannel Customer Support

CASE STUDY

Leading Change: Belfius’ Journey in Customer Care and AI Innovation

Presentation on Belfius’ transformative journey in customer care and AI innovation. Discover how we are not just adapting to change, but leading it, driven by our commitment to customer satisfaction and technological advancement. Learn about our achievements, the challenges we face, and our vision for the future. Be part of our story as we continue to elevate the customer experience and set new standards in the industry.

In an evolving landscape where customer expectations continually rise, understanding and proactively addressing customer needs is no longer optional—it’s essential. This session explores how empathy-driven customer experience (CX), combined with strategic automation and cutting-edge AI, can radically enhance efficiency, agent performance, and customer loyalty. Leveraging real-world insights and innovative frameworks, discover practical ways to future-proof your contact centre operations.

Show More
2 22 2
Elisa
Kristina Judina Elisa

Kristina Judina

Head of Customer Unit

CASE STUDY

More Efficient Customer Service — Beneficial for Both the Company and Customers

Let’s review how to make customer service more efficient and save costs. Let’s discuss how to make AI the best partner for the customer and an indispensable assistant for the employee.

In today’s rapidly evolving digital landscape, the banking sector faces increasingly sophisticated cyber threats. As banks continue to innovate and expand their digital services, ensuring robust cybersecurity measures is more critical than ever. This presentation, titled “Evolving Cybersecurity in the Banking Sector: Strategies for Adapting to Emerging Threats,” will explore the latest trends in cyber threats, discuss effective strategies for mitigating risks, and highlight best practices for maintaining security in an ever-changing environment. Join us as we delve into the challenges and solutions that are shaping the future of cybersecurity in banking.

Show More