SAP

Days	Hours	Minutes	secs

2023-10-26T00:00:00.000+02:00

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Intelligent Digital Experience - Embracing Composability and AI

Join us on October 26 for the Customer Experience Forum in Nordics and Baltics.

Discover how to create Intelligent Digital Experiences by embracing Composability and AI.

Gain valuable insights, network with industry leaders, and unlock new possibilities for your CX strategies.

This is an invitation-only event we offer to you at no cost thanks to our sponsoring Partners:

Capgemini, Coveo, Sinch, Pearl, inriver, Mention Me, Vincit, Annex Cloud, Contenful, Remit, eGain, Cloudinary and 1DigitalTrust!

*This is a customer-centric event. Any partner participation requires sponsorship, and only sponsoring partners are permitted to attend.

Agenda of the day

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08:30 - 09:15 Walk in and registration

Welcome coffee and sandwiches

09:15 - 09:40 Welcome by SAP

A welcome and introduction to the Day by Stefan Fröberg and Antti Soini

Introduction of Platinum, Gold Partners

09:40 - 10:40 Using AI to improve productivity and personalization

SAP Intelligent CX Strategy & Vision: Industry Tailored, Connected to ERP & BTP, Insightful with AI and Adaptive with a vibrant ecosystem by Alex Timlin, SAP Global Vice President CX GTM

Introduction of Silver Partners

10:40 - 11:10 Break & networking

11:10 - 11:30 Electrolux: Shape living for the better

In this session Electrolux - the world's second largest appliance maker by units sold - will present how it transitioned itself and all global brands into a Composable Enterprise.

Soheil Baranji, eCom Director Europe in Electrolux, will present the transformation journey on driving sales by knowing its customers and provide flexible services based on customers choice.

11:30 - 11:50 Tibnor: Digitize the Customer Journey in a long tradition industry

A leading steel supplier Tibnor will present how they digitized Customer Journey, impact and lessons learned

11:50 - 12:10 Parfym.se: How to find the right digital scent for the right customers

12:10 - 13:10 Lunch

Well-deserved opportunity to refuel, recharge, and connect over local cuisine and nice music

13.10 - 13.30 Fiskars: How to “profitize” every digital interaction - Personalize everything

How Fiskars Brands turned their websites into a Growth Engine by offering relevance to fuel better Customer Experience

13:30 - 13:50 Atlas Copco: How Customer self serve, sales efficiency and e-com creates happy customers

A multinational industrial company Atlas Copco will showcase how to create a tailor made Customer Experience in B2B.

The world sells online these days, but multichannel selling means a lot more moving parts for your products and services.

13:50 - 14:10 BrandAlley – Supercharge Customer Growth using Advocacy Data

BrandAlley - Michelle Hurney, Head of Marketing at the online fashion retailer based in the UK that runs flash sales across designer brands, launching multiple sales each day, together with Kat Wray, Mention Me’s Director of Strategic Partnerships will discuss how advocacy data and Extended Customer Revenue are changing the way smart brands are identifying and engaging VIP customers, how to optimise word of mouth as a core acquisition strategy, the importance of focussing on Earned Growth over Paid Growth to drive sustainable results using advocacy data across the marketing stack, including in paid channels.

14:10 - 14:30 Break & networking

14:30 - 14:50 Harrods – Five-star customer service at scale

In this session Harrods - the largest department store in Europe, known for its zealous customer service - will explain their transformation journey with Sinch - the leading CPaaS provider - for a true 360 experience. You will learn how Harrods and Sinch have partnered to drive sales and customer delight for its brand and concession affiliates.

14:50 - 15:10 Telia: How to harmonize Global branding with Headles Content and multiple local backends

15:10 - 15.40 Demo by SAP of Business AI

Experience what’s next Demo on stage

15:40 - 16:10 Panel discussion

How to succeed with creating an Customer Experience Embracing Composability and AI

16:10 - 16:25 Wrap up and summary of the Day

16.25 - 17.55 Composable cocktails & bites

Network with your peers and enjoy our Personal Composable refreshments and snacks!