Track: Customer Experience

Thursday, November 5

They say coffee is for closers, but what about the rest of the team? We agree that the customer experience is crucial today, but it also requires a highly complex mix of talent, tools, and processes.

Moving a customer from the moment they realize they may need your products or services to the moment they enthusiastically commit to your brand demands the orchestration and optimization of dozens of interactions. Closers are still critical but neglect any other part of the marketing and sales engine, and it will soon stall out.

In the Customer Experience conference track, we'll share and explore strategy and tactics that have worked at our organizations in a highly collaborative and open set of sessions. We'll talk about what works and what doesn't today and explore what's next for business development, in the era of accelerating change.

Karsten Bubber Outzen (DK)
Internet pioneer and strategic thinker

8.00 – 9.00

Breakfast & Registration

The conversation starts at breakfast. Have one or several cups of coffee and get a great start to the rest of the day.

9.00 – 9.15

Conference opening


9.15 – 10.00

Keynote: Swim safely in the sea of data

Frans Hammer is going to present his book and tell us about what data do you actually need and how do you make the right choice concerning data protection.

He has interviewed leaders from all areas, business, public sector and sports to find out how to lead with data.

10.00 – 10.30

Coffee, tea & networking


Track: Customer Experience

10:30 - 12:00

CX strategy - bottom up!

We all know them. The C-level person who says “well, when I buy these types of products, I like to…”, or the designer who says “I just can’t make anymore room for images! It’ll ruin the whitespace!”,  or maybe just the type, whether it’s the developer or the director, who gets so in love with their own idea that nothing can change their mind.

They are the ones you need to get on board when you create your CX strategy; they are the ones who will need to feel all the feelings, or your customers never will.

So how do you go about creating a CX strategy in a world filled with real people with bias and opinions and habits and ideas?

This session will take you through a usual recipe for creating a CX strategy and then mess it all up with stories from real life filled with empathy and eye openers and ideas for how you can do that in your own organisation. It involves less PowerPoint than you would think.

Helle Jensen (DK)
Customer Experience Director at Ucommerce

12.00 – 13.00



Track: Customer Experience

13:00 - 13:45

Customer Service

Cecilie Kalhøj Kobbelgaard (DK)
Development Consultant with Design and IT at UCN act2learn TEKNOLOGI

13.45 – 14.00

Coffee, tea & networking

14.00 – 15.00

Panel debate

15.00 – 15.30

Coffee, tea & networking


Track: Customer Experience

15:30 - 16:30

Anja Tønning (DK)
Senior Manager, Digital Campaigns at Salling Group

16.30 – 16.45

Coffee, tea & networking

16.45 – 17.30

Town Hall Debate

Join expert panelists in an engaging, fast-paced debate on key issues for 2020 and beyond

2 conference participants will go pro and con for 2 minutes each on a series of important questions in the community, and we invite you to join in. Audience members will be invited to provide 2-minute rebuttals

An opportunity to learn more about hot topics - with a minimum of hot air.


Social Event: Farewell Dinner

18:30 – 22:00

Location: Memphis Roadhouse, Christiansgade 32, 8000 Aarhus C