Speakers
Sample of Keynote Speakers and their Case Studies
CASE STUDY
Centring the Customer
Those running contact centrer now have many innovative technology options – but how to they keep customer needs at the centre?
- 01Today's customer
- 02Developing a coherent customer experience
- 03Technology case studies: AI, avatars, robotics
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
The Path to a Perfect Customer Experience
This presentation explores how call centres can become a key driver of a seamless and outstanding customer experience. It focuses on combining technology, data insights, and human empathy to meet rising client expectations.
- 01Define a customer KPI model that connects customer outcomes to business management, growth, and enterprise priorities.
- 02Establish cross-functional governance for decision-making and AI optimisation to ensure speed creates aligned value, not fragmented outcomes.
- 03Orchestrate execution coherently across the operating model, ecosystem, and technology stack.
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
CASE STUDY
How Can AI Help Improve Cost to Serve
Would like focus from business perspective. A used case where we talk about problems liner shipping face due to high number of transactions and would open discussion around how can the audience help some ideas generation
- 01Building a scalable CX framework across multiple markets and business units
- 02Aligning customer experience with strategic business objectives and measurable outcomes
- 03Balancing global standardisation with local market needs and customer expectations
- 04Establishing governance models to ensure consistent execution and accountability
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
CASE STUDY
Why Automated Conversations Still Need a Human Heart
Every major vendor promises a seamless, human-like AI transition that slashes costs and delights customers. Yet, when we peel back the marketing layers and test these “premier” solutions in real-life scenarios, the results are often disastrous. From “looping” conversations, hallucinations, to a complete inability to grasp human nuance, today’s AI is often devaluing the customer experience rather than optimising it. We will explore what I’ve seen during deployment of chatbots, callbot pitches, and exploring AI monitoring tools.
- 01Big-brand solutions look "incredible" in sales pitches, but fail miserably in real-life customer scenarios.
- 02AI "containment" often masks high customer frustration and abandonment rather than solving problems.
- 03Lack of previous work on legacy systems makes for powerless informational only bots
- 04Hybrid approaches including simple traditional flows together with LLM bots is the smart way to go
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
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.
- 01 Efficient growth with smaller costs in Customer Service
- 02 Increasing customer satisfaction through digitalisation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
CASE STUDY
Centring the Customer
Those running contact centrer now have many innovative technology options – but how to they keep customer needs at the centre?
- 01Today's customer
- 02Developing a coherent customer experience
- 03Technology case studies: AI, avatars, robotics
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
The Path to a Perfect Customer Experience
This presentation explores how call centres can become a key driver of a seamless and outstanding customer experience. It focuses on combining technology, data insights, and human empathy to meet rising client expectations.
- 01Define a customer KPI model that connects customer outcomes to business management, growth, and enterprise priorities.
- 02Establish cross-functional governance for decision-making and AI optimisation to ensure speed creates aligned value, not fragmented outcomes.
- 03Orchestrate execution coherently across the operating model, ecosystem, and technology stack.
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
CASE STUDY
How Can AI Help Improve Cost to Serve
Would like focus from business perspective. A used case where we talk about problems liner shipping face due to high number of transactions and would open discussion around how can the audience help some ideas generation
- 01Building a scalable CX framework across multiple markets and business units
- 02Aligning customer experience with strategic business objectives and measurable outcomes
- 03Balancing global standardisation with local market needs and customer expectations
- 04Establishing governance models to ensure consistent execution and accountability
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
CASE STUDY
Why Automated Conversations Still Need a Human Heart
Every major vendor promises a seamless, human-like AI transition that slashes costs and delights customers. Yet, when we peel back the marketing layers and test these “premier” solutions in real-life scenarios, the results are often disastrous. From “looping” conversations, hallucinations, to a complete inability to grasp human nuance, today’s AI is often devaluing the customer experience rather than optimising it. We will explore what I’ve seen during deployment of chatbots, callbot pitches, and exploring AI monitoring tools.
- 01Big-brand solutions look "incredible" in sales pitches, but fail miserably in real-life customer scenarios.
- 02AI "containment" often masks high customer frustration and abandonment rather than solving problems.
- 03Lack of previous work on legacy systems makes for powerless informational only bots
- 04Hybrid approaches including simple traditional flows together with LLM bots is the smart way to go
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
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.
- 01 Efficient growth with smaller costs in Customer Service
- 02 Increasing customer satisfaction through digitalisation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?
CASE STUDY
Centring the Customer
Those running contact centrer now have many innovative technology options – but how to they keep customer needs at the centre?
- 01Today's customer
- 02Developing a coherent customer experience
- 03Technology case studies: AI, avatars, robotics
In this session, I’ll explore the critical role of being the bridge between product and technology, where true product development excellence happens. Drawing on my experience in transformation, including agile transformation and large-scale delivery, I’ll share how connecting vision with execution, and people with purpose leads to better collaboration, stronger outcomes, and more impactful products — the cornerstone of product and agile excellence.
CASE STUDY
The Path to a Perfect Customer Experience
This presentation explores how call centres can become a key driver of a seamless and outstanding customer experience. It focuses on combining technology, data insights, and human empathy to meet rising client expectations.
- 01Define a customer KPI model that connects customer outcomes to business management, growth, and enterprise priorities.
- 02Establish cross-functional governance for decision-making and AI optimisation to ensure speed creates aligned value, not fragmented outcomes.
- 03Orchestrate execution coherently across the operating model, ecosystem, and technology stack.
Organisations are accelerating AI adoption while still evolving how they align around the customer. That creates a fundamental risk: speed without coherence. The opportunity is to make customer transformation more actionable by establishing a KPI model that connects customer outcomes directly to business management and growth. When customer measures sit at the core of how the business is managed, organisations can align execution, strengthen governance, and harness AI as a multiplier of enterprise value rather than a driver of fragmented optimisation.
CASE STUDY
How Can AI Help Improve Cost to Serve
Would like focus from business perspective. A used case where we talk about problems liner shipping face due to high number of transactions and would open discussion around how can the audience help some ideas generation
- 01Building a scalable CX framework across multiple markets and business units
- 02Aligning customer experience with strategic business objectives and measurable outcomes
- 03Balancing global standardisation with local market needs and customer expectations
- 04Establishing governance models to ensure consistent execution and accountability
In an increasingly complex and fast-moving environment, global organisations must rethink how Customer Experience is designed, governed and executed across markets. This session explores how to build a scalable CX strategy that balances global consistency with local relevance, while directly contributing to business growth and customer loyalty.
CASE STUDY
Why Automated Conversations Still Need a Human Heart
Every major vendor promises a seamless, human-like AI transition that slashes costs and delights customers. Yet, when we peel back the marketing layers and test these “premier” solutions in real-life scenarios, the results are often disastrous. From “looping” conversations, hallucinations, to a complete inability to grasp human nuance, today’s AI is often devaluing the customer experience rather than optimising it. We will explore what I’ve seen during deployment of chatbots, callbot pitches, and exploring AI monitoring tools.
- 01Big-brand solutions look "incredible" in sales pitches, but fail miserably in real-life customer scenarios.
- 02AI "containment" often masks high customer frustration and abandonment rather than solving problems.
- 03Lack of previous work on legacy systems makes for powerless informational only bots
- 04Hybrid approaches including simple traditional flows together with LLM bots is the smart way to go
At Accor, our journey in embedding Strength-Based Leadership and building an ecosystem of coaches is a strategic priority and a cornerstone of our people development philosophy.
In our pursuit of a coaching culture, we’ve implemented a range of initiatives that bring together the best different developmental resources. These initiatives are not standalone programmes; they are part of a deliberate, connected effort to empower our leaders and teams. By focusing on individual and collective strengths, and grounded in core coaching principles, we are shaping a workplace where continuous learning, empathy, and performance go hand in hand. This culture fosters not only personal growth but also drives team resilience, engagement, and business impact.
Rather than just talking about the theory, we want you to hear directly from our leaders. They will share how adopting a coaching mindset has transformed their leadership and the tangible difference it has made for their teams and the organisation as a whole.
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.
- 01 Efficient growth with smaller costs in Customer Service
- 02 Increasing customer satisfaction through digitalisation
Digital interactions on personal devices are leading to information overload. Consumers are looking for an optimised model that helps them distinguish between information and calls to action.
Instant payments increase the velocity of transactions, with third-party-enabled checkout experiences further amplifying the volume and duplication of notifications. Can the customer experience be enhanced through rules that automate payment decisions?